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

  
• 

  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:02/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Clutter Storage Company We removed all our property from Clutter to bring it to a local Storage Space near our home.When our property was delivered we discovered that several pieces of heavy, well-built furniture had been destroyed. Not scratched or dented, but smashed with reckless negligence.Please see photos attached.We are also completely missing a very large (4 feet by 8 feet by 1/2" thick) glass top to one of our tables which we assume has been lost or smashed too.Clutter is offering a $1,200 settlement for damage that will cost in excess of $10,000 to address fully.Given their total negligence - being held to the coverage their insurance offers is just not acceptable.

  Business Response

  Date: 02/18/2023

  Clutter is a full-service storage company. For a charge Clutter packs, moves, and stores a customers items. MakeSpace was acquired by Clutter in February 2022 and offered the same service. All customers who continued storing after this date automatically became Clutter customers and agreed to Clutter's terms. The customer began their MakeSpace ********************** term on Aug 6, 2019, and ended their term on Jan 19, 2023. The customer did not purchase a higher protection plan so their items were covered under MakeSpace's minimum coverage of $0.60/lb per item. After becoming a Clutter customer, the minimum coverage was matched to Clutter's equivalent coverage of $1/lb per item.
  
  On Jan 19, 2023, the customer contacted our support team after discovering items were damaged and missing during their return. 2 tables were damaged, 1 desktop was missing, and 1 glass top for one of the damaged tables was missing. The customer reported that the desktop we delivered wasnt there and sent it back to storage. 
  
  The customer began filing a claim on Jan 19  and did not submit it until Jan 31. The customer's items were evaluated at $1/lb in accordance with their protection plan. After a warehouse search, we could not locate the missing items and so Clutter took liability for the loss and damage. An initial assessment of $722 was made based on their item weight but as a courtesy, an increased offer of $1,222 was sent instead of the $1/lb $722 offer. 
  
  The customer disputed this offer and a final offer of $1500 was made. The customer refused this offer as well and has threatened small claims court.
  
  Clutter acknowledged the mistake made in handling these items and outline damage or loss in our Limited Security Warranty Policy. We are committed to resolving this issue and will continue auditing our warehouse for these missing items and continue working with the customer. Should these items be found, we will return them at once. 
  
  **********************************************************************
  
  "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"
  
  

• Initial Complaint

  Date:01/08/2023

  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 have been using Makespace for years to store off-season clothing with no issues. Clutter purchased Makespace and this is where the problems began. **************** makes it nearly impossible to get an answer to a question and when you do it's often wrong. The cost of storing my items tripled with Makespace was purchased and was out of my price range so I scheduled an appointment to have my items delivered. The day before the scheduled delivery date I was informed that two of my boxes of clothing (totaling about $24,000 worth of clothing, every stitch of spring/summer clothing that I own) would not be delivered because they were having trouble locating it. I have repeatedly asked if these boxes were ever delivered to the warehouse in the first place, no answer. I have asked when was the last time my boxes were known to be in the warehouse, no answer. What do they mean by "searching for my items," no answer. I was first told to wait two weeks before filing a claim then was told that they cannot look for my items without me filing a claim first. A week after filing the claim I asked for an update and was told to look for a section of my account page that did not even exist and that I would get an update in about 4 days. The following day my claim was closed. When I disputed my claim I was told I could not dispute more than once, I had not yet filed one. This whole system is extremely disorganized and disjointed. I have no idea if Clutter was ever in possession of my items in the first place. I want to know if my items were ever scanned as having been received by the warehouse. I want to know when the last time my items were scanned. I want to know what "looking for my items" entails. I want to know why if they lost nearly 100 items I'm only being paid out for 2 items. I want to know why I was instructed to spend hours researching the price of each item in storage and then was never able to submit that information.

  Business Response

  Date: 01/17/2023

  Clutter is a full-service storage company. For a fee Clutter packs, moves, and stores an individual's items. ******************************* originally stored their items with MakeSpace storage beginning on 3/31/15, which was acquired by Clutter in 2022.
  
  ******* scheduled a final return of her items on 4/22/22. Unfortunately four of ********* items were not returned, which were labeled as four bins of summer and spring clothing. Clutter has a specific process for missing items; we reached out to our warehouse team to conduct a thorough search for the missing items, and unfortunately they were not located. While Clutter takes the utmost care to prevent situations like this from happening, unfortunately things like this do occur from time to time with every storage company, and the likelihood is that this occurred during the MakeSpace acquisition. We are unable to confirm whether the items made it to the warehouse due to the acquisition and the fact that MakeSpace is no longer an existing company, therefore we do not have access to MakeSpace's database.
  
  ******* filed two claims for the missing items, claim #***f827b and claim #****c4ac. ******* had elected to purchase the Legacy Protection Plan through MakeSpace, which covers up to $250.00/item. Since the items were not located, she was offered a total of $1,000.00 ($250.00 per bin) amongst claims #***f827b and #****c4ac. She initially only filed for two of the four boxes via claim #***f827b, never accepted the offer, and then filed another claim for the other two boxes and included the previous two boxes that were offered monetary resolution on the prior claim. She was offered $250.00 per box on the new claim, but denied for the previous boxes as we already offered her compensation under the first claim. She had the opportunity to accept these amounts and be reimbursed to the fullest extent of her protection plan. Instead, ******* filed an additional three claims which were treated as duplicate filings and denied. ******* wrote in the claims that she does not want money, she only wants her items and will continue to file duplicate claims until her items are found.
  
  While we understand the frustration of losing items, unfortunately Clutter has already exhausted all efforts to locate the items and they were not found; therefore she was offered monetary resolution, which ******* did not accept. Therefore, her claims were closed. Should ******* wish to accept the monetary resolution we have offered on her claims, she simply needs to reach out to us and we would be happy to reopen the claims and resubmit the offers to her. Furthermore, Clutter never ceases looking for missing items, even in the event of an accepted claim offer. Therefore, should these items be located in a future audit, ******* will be notified immediately and we will arrange a free return of her items to her.
  

  Customer Answer

  Date: 01/22/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The individual who responded to this complaint clearly did not fully review my case. There are only two bins in question. Each bin is listed twice, but with different bin numbers and different photographs. Had the person responding to my complaint actually reviewed my case, they would know this and have seen the correspondence between Clutter and me explaining this. As someone who works with databases for a living and works for a company that has acquired other companies, I do not accept the statement that they are unable to answer the question of whether my items had ever arrived at the warehouse. Clutter is still using the same item numbers that Makespace placed on items, therefor they imported Makespace's into their own database and should be able to track the actions of the bins. The representative was able to tell me why my bins had duplicate numbers therefore Clutter does have information about the bins when the bins were held by Makespace. Furthermore, if we were to accept the idea that they could no longer access information about items that had been put into storage by Makespace, how are they able to find any items within their warehouses that were previously owned by Makespace? They were able to find the box that had my A/C in it which went into storage after those bins and my radiator which went into storage before my bins. Also, if they are not able to access any information that had been in Makespace's database, how could they even begin to look for my bins in their warehouse at all? This does not add up and sounds like an excuse to not actually look for my items. What does "exhausted all efforts" even mean? Does it mean that someone has walked up and down every aisle with a photograph of my two bins looking on every shelf and behind other items?
  
  The fact that the person who responded to this complaint did not take the time to fully review my case and the correspondence that has taken place between Clutter and me shows that Clutter is not taking this case seriously. I, therefore, do not accept their response. The monetary settlement does not begin to cover the value of the items that they lost. Additionally, if Clutter does not have access to the Makespace database then how do they know what type of protection plan I purchased? The reason why I put in claims for the bins under different numbers was that it was (is) unclear to me which bin number Makespace/Clutter has listed the whereabouts of my bins under. I filed the claim under all the bin numbers to initiate the search for the bins under all the bin numbers, something which a Clutter representative told me to do, if the person who responded to this complaint had taken my complaint seriously and read my correspondence, they would have known this.

  Business Response

  Date: 03/15/2023

  Clutter acquired MakeSpace in 2020 and began transitioning MakeSpace customers to Clutter. During the transition, customers information with MakeSpace was transferred over (such as claim history, protection plan, account notes, and more). ********* protection plan was $250 per item with a total maximum payout of $2,000. ******* filed a claim for the missing items in question, and they were paid out in line with their protection plan, as the Clutter could not locate the items claimed. 

• Initial Complaint

  Date:12/27/2022

  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 started using the Clutter.com storage service on September 2nd, 2019 and closed my account on September 3rd, 2022. My account # is **************. I have two significant complaints both about misleading service ******** - 1. Clutter purposefully delayed account closing and overcharged me one more month of due after returning all my belongings. My Clutter monthly recurring charge happened on the 2nd day of each month. On August 29, 2022, I requested to close my account and return all my belongings. Clutter didn't make such service delivery until 6 days later on September 3rd, 2022, a time when they made another charge of the full monthly due of $265.50 for the billing period of September 2nd to October 2nd, 2022, a service never ever happened. 2. Clutter.com continuously and increasingly added up the monthly charges from the contracted initially $126/month plan all the way to $264.50/month in three years. Specifically, Clutter.com hiked 30% from $126/month to $164/month in the first7 service months when it was Mar 2020, then $183.68/month in Dec 2020, then$220.42/month in Sep 2021, then $264.50/month in Jun 2022. Clutter used the bait-and-switch scam for their service marketing. When I originally signed the contract in 2019, they promised the free-return-delivery, however, I had to pay for the truck and moving service fee of $368.79 to close my account with Clutter.com. I could not take back my belongings due to COVID, and Clutter took advantage of it and overcharged me during that time.

  Business Response

  Date: 01/21/2023

  Clutter, Inc is a household goods moving business that provides item storage within warehouses. For a fee, Clutter packs, wraps, and transports a customer's belongings from their chosen pickup location to our warehouse and provides an accessible online inventory of stored belongings.
  
  On 9/2/19 the customer began their ********************** term, closed on 9/3/22, and was billed on the 2nd of each month. Upon joining Clutter, all customers must agree to our Terms Of Use which outlines our payment agreement.
  
  ************************************************
  
  "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 occasionally increase services fees and on 4/30/22, the customer was notified of price changes that would affect their final return pricing on 6/2/22. We informed the customer of their new final return fees of a $251.36 service charge + $78 per appointment hour. The customer continued storing with ********************** after receiving this message.
  
  On 9/7/22, the customer opened an issue claim via their ********************** account to voice their concerns with appointment availability and to request final month proration. The customer explained that they attempted to book an appointment on 8/29/22 for a date before their 9/2/22 bill with the earliest availability being on 9/3/22.
  
  Unfortunately, all appointments are set on a first-come, first-serve basis. We encourage customers to schedule final returns several weeks ahead of their billing cycle to avoid unnecessary charges. The claim was denied for this reason but instructions on automatic final-month proration were sent to the customer.
  
  On 1/12/23, our ************** team reached out via phone call to the customer in response to this ******************** complaint. We informed the customer that automatic final month proration steps were sent to the customer via their claim denial. The customer seemed unaware of this. All claim determinations are visible via the customer's account portal and sent to the email associated with their account. We guided the customer through the automated refund steps and our system refunded the customer on the same day.
  
  The customer was billed $264.50 for their 9/2-10/2 cycle and received a refund of $255.68 for their unused days between 9/3-10/2. By policy, we do not prorate storage payments but offer this automated process as a courtesy. This policy is visible in our ************
  
  "Clutter does not prorate the final month of storage. Please book any final return appointments at least ******************************* your billing cycle to avoid an additional month of storage costs. ***************** are subject to availability."
  
  ******************************************************************
  

• Initial Complaint

  Date:12/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Clutter broke an acrylic table during return of my items from storage. Their representatives told me at the time of return that they would cover the damage up to the full value of any insurance that I purchased with them during my storage period. I purchased the maximum amount of insurance coverage available from them in the amount of ******* They refuse to provide the full insurance coverage for my item despite the fact that I have sent them the internet link to the item showing the replacement value of the item, which is greater than the ****** insurance value.

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/12/30) */
  Clutter, Inc is a household good moving business that provides item storage within warehouses. For a fee, Clutter packs, wraps, and transports a customer's belongings from their chosen pickup location to our warehouse and provides an accessible online inventory of stored belongings. On June 17, 2021, the complainant, **** *****, hired our pickup and packing services for storage.
  
  By default, all items are covered under our free, minimum protection plan of $1/lb which covers loss or damage while in our care. We also offer paid protection plans to cover loss or damage up to $1,000 and $2,500. **** purchased our $2,500 plan for $25 a month while using our services.
  
  On November 19, 2022, **** closed his account with Clutter and removed all items from storage. On November 20th, 2022, **** filed an item claim for damage to his stored acrylic table with a declared value of $3,415. A member of our Trust & Safety team reviewed his claim and followed standard review practices. A receipt was not uploaded with the claim so a similar item was used to determine item value and an initial offer of $1,110 was sent.
  
  On November 22, 2022, **** disputed the claim offer and an email correspondence was established with our Trust & Safety team. Despite repeated requests for a purchase invoice, **** did not provide one and so our $1,110 offer remained.
  
  On December 23, 2022, **** disputed the claim offer again over social media, and his claim was re-reviewed.
  
  Upon further review, an offer of $3,415 was made to meet ****'s declared value. This offer went above ****'s standard limit of $2,500 and was accepted on December 23rd. We then requested an update on his social media postings to reflect this mutually agreeable resolution to which **** agreed.
  
  As the new offer has been accepted, Clutter recognizes this complaint as resolved and has closed our active correspondence with ****.

• Initial Complaint

  Date:12/19/2022

  Type:Sales and Advertising 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.

  Hired Clutter to do a move for me yesterday, 12/18/22, in a studio apartment with a queen ********* a lightweight disassembled bed frame, a lightweight arm chair, a small 2 seater-dining table, a 5-drawer vertical dresser with all the drawers already removed and moved myself, a desk, a 32-inch tv completely sealed in the box, and four small bookshelves light enough to be lifted by one person. Every other piece of small furniture and box was moved myself. Both apartments were on the first floor with a cleared path from the truck to the door that was no more than 50 feet. The lead mover commented that this was a partial move, and the next destination was 10 minutes down the road (billed for a ************************************** my driveway for 5 minutes, I watched them from the end of the road). At $187/hour, and a website that claims the average move costs $212, I expected to pay $212 tops. instead, the movers took over two hours and I was charged a total of FOUR HUNDRED AND TWO DOLLARS. When I complained that the movers had been slow (it took just over an hour to pack my apartment), I was told I was charged fairly because they came in under time??? I watched them walk slowly, and wrap my furniture hilariously slow. The movers clearly took advantage of a single female who didn't feel comfortable going inside alone with two strange men to complain. The website estimated an hour, at $187 for the full move. This is wildly inaccurate advertising, and there's no real way to stop the service once its started. I had the movers leave all the furniture in the middle of the room and they even left bags and bubble wrap on them, because I said I couldn't afford any longer. Magically, when I said I couldn't afford this, they unloaded the whole truck in 23 minutes.If the advertised average apartment costs $212, and I was charged $402 for a studio apartment, I guess the "average" apartment is next door to the new one, has 3 pieces of small furniture and nothing else inside

  Customer Answer

  Date: 12/22/2022

  This has been resolved. ******* is amazing. Thank you!!

  Customer Answer

  Date: 12/22/2022

  ******* (amazing, thank you) resolved this with me. I'd like to close the case.

  Customer Answer

  Date: 12/22/2022

  ******* at Clutter solved this. Thank you!!

  Customer Answer

  Date: 12/22/2022

  *******, who is amazing, solved this. Thank you!!

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm writing because I have some pretty substantial concerns about my recent service with Clutter. Unfortunately, upon delivery of my stored items, I'm writing again regarding two claims that I've had to file as a result of gross negligence on the part of Clutter. I was told by the mover that HE had filed the dispute, but after speaking with a Clutter rep from the trust and safety team this morning, I was told that that was impossible. (So he lied.)The first has been marked resolved--repairs for broken dresser and couch. While the dresser is likely reparable, the couch was:a) destroyed BY Clutter staff (please see photos in claim) and b) necessary parts for repair were LOST by Clutter staff (legs, screws).I was granted a total of $200 to repair the new (1 year old) sofa that was taken safely from my home and destroyed while in the care of Clutter. To repurchase the exact same couch would cost me over $2,000. A $400 reimbursement is not acceptable. The second issue is with MISSING items. I was SHOCKED yesterday to have been told by the Clutter moving team that my bed was lost. A whole bed--which was also new (1 year old)-- gone with no recourse!? The bed cost nearly 2k and I have not yet received information regarding Clutter's decision about reimbursement. Again, I was told by the mover that I should have gotten an email alerting me of the loss of the bed, but of course I did not.Clutter has offered tiny amounts for expensive items, even citing my insurance coverage for the MISSING items. This is after being charged 2.5x our original agreed-upon amount.

  Business Response

  Date: 12/15/2022

  
  Clutter, Inc is a household goods moving business that provides item storage within warehouses. For a fee, Clutter packs, wraps, and moves a customer's belongings from one residence to another within one of our operative service areas. On June 21, 2022, the complainant, ***********************, hired Clutter to provide a pickup and packing service. The customer scheduled a return of her items on December 7, 2022. The customer had paid for additional protection of her items for a maximum amount of $1,000.00. Per Clutter's policy, once this maximum level of coverage is exhausted, any additional claims will be evaluated at a $1/lb/item basis. As per Clutter's Limited Security Warranty:
  
  "If you purchase additional coverage and then at any point reach your maximum total claim amount, Clutter will immediately cancel any later scheduled monthly protection plan payments from you and default your Limited Security Warranty coverage down to a total maximum of US $1.00 per pound in aggregate."
  
  The customer filed two claims, the first of which was for damage to a couch and dresser. Both items had a leg broken off. The ************** Specialist who reviewed the claim estimated that the items could be repaired for around $200.00 apiece. As such, the customer was offered resolution of $400.00, which she accepted. She was also advised she could submit repair invoices if the repair ended up costing more than what was offered, which she never did. She then filed a second claim for a lost king *** frame with headboard and a lost television stand. After already accepting the offer for $400.00, the customer had a remainder of $600.00 under her coverage limit. This was maxed out by offering her compensation for the *** frame with headboard in the amount of $600.00. Therefore, the television was paid out based on average weight in the amount of $38.06. The customer accepted this resolution as well.
  
  Regarding the rate, the customer agreed to and signed documents stating that the final return fee would be $579.00 and labor at $39.00/hour. The customer was charged $136.50 for a total of 3.5 hours of labor in addition to the final return fee.
  

• Initial Complaint

  Date:11/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company failed to pick up my items as requested, and sent a smaller moving truck than requested. This resulted in my having to move out of my apartment and leave behind items, incurring thousands in losses. They then proceeded to damage my furniture, and they failed to secure them (some items were lost and/or stolen) and their claims process was so convoluted that it was essentially worthless. I have yet to recoup any of the losses, and the company is insisting I work with my renter's insurance to recoup the losses.
  They offered an unacceptable resolution, and then closed the ticket (requiring me to go through a highly time-intensive process to re-open the ticket).
  This is not only a failure to deliver the services I paid for (for which I would like a full refund), but they are also attempting to ensure they do not pay for the damages they incurred.

  Business Response

  Date: 01/17/2023

  Clutter, Inc is a household goods moving business that provides item storage within warehouses. For a fee, Clutter packs, wraps, and moves a customer's belongings from one residence to another within one of our operative service areas. Clutter does not accept in-person returns at our warehouse facility locations as a matter of on-site safety for customers and employees. On March 31, 2021, the complainant, *******, hired Makespace, a storage company Clutter acquired, to provide a pickup and packing service. Clutter acquired Makespace in February 2022, and all accounts were transitioned to Clutter's services. This was communicated to all Makespace customers 1 month prior to the transition occurring.
  
  On February 8, 2022, the customer had their inventory returned to them in an appointment serviced by Makespace. The customer filed a claim for their damages with Makespace. When prompted to file a claim for damages with Clutter, the customer refused. ********************** conducted an investigation into the claim filed with Makespace and applied the information to provide an offer to the customer. *******'s account has a protection plan that covers $1/lb of loss or damages. When *******'s account was with Makespace, this was called the Basic Protection Plan and only covered $0.60/lb of loss or damages. Once Makespace was acquired, Clutter raised this protection plan to meet our default $1/lb Protection Plan. As a result, *******'s protection plan was inherently increased.
  
  When the customer contacted ********************** in August 2022, the customer was offered a claim resolution of $1208 by Clutter for all loss and damages to their items in August 2022. This amount was $992 higher than what Clutter was liable for, per the Basic Protection Plan on the customer's account ($1/lb). This offer was provided as a courtesy for their experience. The customer rejected this resolution, stating that Clutter failed to handle their items appropriately.
  
  The customer did not accept the above-policy offer and returned several months later in November. At this time, *******'s above-policy offer had expired, and upon a review, their offer had returned to the $1/lb offer that Clutter is liable for. ******* disputed our $1/lb offer stating that Makespace had offered an amount that was triple the amount Clutter offered. The customer was informed that ********************** had investigated the former Makespace claim and did not find any additional information to support the Makespace compensation offer amount.
  
  The customer was then informed that because Makespace no longer exists, and the offer is above what is contractually owed by Makespae ($0.60/lb), that Clutter's offer would not increase above our $1/lb policy. At this time, ******* is now disputing Clutter's second offer after the first above-policy offer, which was increased as a courtesy, expired due to the customer's refusal to accept it.
  

  Customer Answer

  Date: 01/30/2023

  I refused to accept an offer that did not acknowledge that I paid for services that were NEVER RENDERED. My items were NOT picked up as ordered. My order was upgraded to $100 extra cost per month, despite the claim that my items could not be picked up because the truck only had enough storage as the storage unit size I ordered.
  My items were NOT stored securely as promised (and were in fact vandalized, as a dresser drawer was broken and all personal items in that dresser were stolen, a claim that make space/ clutter still refused to acknowledge, much less offer compensation for).
  
  My items were also NOT securely delivered as ordered. The claim process was designed to be convoluted and difficult, and the company claims that a name change and change in ownership allows them to absolve themselves of liability for tens of thousands of dollars in damages. They don't need to compensate the full amount but an offer of <$1000 when they not only didn't deliver on a single service as promised, but also proceeded to act in ways that results in this much damage is not acceptable.

  Business Response

  Date: 01/30/2023

  Business Response /* (1000, 10, 2023/01/17) */
  Clutter, Inc is a household goods moving business that provides item storage within warehouses. For a fee, Clutter packs, wraps, and moves a customer's belongings from one residence to another within one of our operative service areas. Clutter does not accept in-person returns at our warehouse facility locations as a matter of on-site safety for customers and employees. On March 31, 2021, the complainant, *******, hired *********, a storage company Clutter acquired, to provide a pickup and packing service. Clutter acquired ********* in February 2022, and all accounts were transitioned to Clutter's services. This was communicated to all ********* customers 1 month prior to the transition occurring.
  
  On February 8, 2022, the customer had their inventory returned to them in an appointment serviced by *********. The customer filed a claim for their damages with *********. When prompted to file a claim for damages with Clutter, the customer refused. Clutter conducted an investigation into the claim filed with ********* and applied the information to provide an offer to the customer. ********** account has a protection plan that covers $1/lb of loss or damages. When ********** account was with *********, this was called the Basic Protection Plan and only covered $0.60/lb of loss or damages. Once ********* was acquired, Clutter raised this protection plan to meet our default $1/lb Protection Plan. As a result, ********** protection plan was inherently increased.
  
  When the customer contacted Clutter in August 2022, the customer was offered a claim resolution of $1208 by Clutter for all loss and damages to their items in August 2022. This amount was $992 higher than what Clutter was liable for, per the Basic Protection Plan on the customer's account ($1/lb). This offer was provided as a courtesy for their experience. The customer rejected this resolution, stating that Clutter failed to handle their items appropriately.
  
  The customer did not accept the above-policy offer and returned several months later in November. At this time, ********** above-policy offer had expired, and upon a review, their offer had returned to the $1/lb offer that Clutter is liable for. ******* disputed our $1/lb offer stating that ********* had offered an amount that was triple the amount Clutter offered. The customer was informed that Clutter had investigated the former ********* claim and did not find any additional information to support the ********* compensation offer amount.
  
  The customer was then informed that because ********* no longer exists, and the offer is above what is contractually owed by ******** ($0.60/lb), that Clutter's offer would not increase above our $1/lb policy. At this time, ******* is now disputing Clutter's second offer after the first above-policy offer, which was increased as a courtesy, expired due to the customer's refusal to accept it.

  Business Response

  Date: 03/10/2023

  Clutter is a full service moving and storage company. ******* hired MakeSpace to pack and store their items. Clutter acquired MakeSpace in 2022, and ********* account was transitioned to Clutter. Prior to the acquisition, ******* filed a claim with MakeSpace regarding their items. Clutter re-evaluated the claim to make an offer. ********* protection plan with MakeSpace was $0.60 per pound for lost or damaged items. As a courtesy, Clutter went above policy and offered ******* a total offer of $1,208, $992 above policy. ******* rejected this offer and we advised this is the maximum amount we can offer, as the offer was significantly above policy. 

  Customer Answer

  Date: 03/18/2023

  Complaint: 19318508
  
  I am rejecting this response because:
  The business did not acknowledge outstanding liability and did not make a legitimate offer.
  Sincerely,
  
  *********************

  Business Response

  Date: 03/20/2023

  When the customer contacted ********************** in August 2022, the customer was offered a claim resolution of $1208 by Clutter for all loss and damages to their items in August 2022. This amount was $992 higher than what Clutter was liable for, per the Basic Protection Plan on the customer's account ($1/lb). This offer was provided as a courtesy for their experience. The customer rejected this resolution, stating that Clutter failed to handle their items appropriately.
  
  The customer did not accept the above-policy offer and returned several months later in November. At this time, *******'s above-policy offer had expired, and upon a review, their offer had returned to the $1/lb offer that Clutter is liable for. ******* disputed our $1/lb offer stating that Makespace had offered an amount that was triple the amount Clutter offered. The customer was informed that ********************** had investigated the former Makespace claim and did not find any additional information to support the Makespace compensation offer amount.
  
  The customer was then informed that because Makespace no longer exists, and the offer is above what is contractually owed by Makespae ($0.60/lb), that Clutter's offer would not increase above our $1/lb policy. At this time, ******* is now disputing Clutter's second offer after the first above-policy offer, which was increased as a courtesy, expired due to the customer's refusal to accept it.

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19318508
  
  I am rejecting this response because: the business claims they made a second offer above policy. They did not - the second offer made was BELOW the first offer of $1208, which was rejected because it was not acceptable. Since Clutter did not provide the services they were paid for and, in addition to the damages incurred, they were negligent by allowing my items to be stolen and vandalized while they were "securely stored", I would like a refund of everything I paid Clutter, in addition to a settlement offer. 

  I did not receive the services I paid for (secure moving, secure storage), I was upcharged after being told the size left in the truck was the exact size of storage I ordered, and I incurred thousands of dollars in damage to furniture and thousands of dollars in losses due to theft and vandalism.

  The business continues to decline to make an offer based on the fact that they merged with another business and therefore have no liability is neither ethical nor legal.

  
  Sincerely,
  
  Burouj *******

• Initial Complaint

  Date:10/30/2022

  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.

  Subscription from 2021/2022 Clutter storage in California Gets people in by saying this is easy, we will pick up everything for you at low rate. Then whenever you need anything they grossly charge you over **** per item, despite advertising otherwise. they do not give you any free option to come and get your own stuff they hold it hostage (like extortion). this is not right it was going to cost me over ***** to get me three small bags of clothes it's a rip off. First they lied when you sign up and then to sneakily and grossly add charges that were never told to me or made aware of. There's literally nothing ethical about this place, it's a whole scam. I only get robots when emailing and all they offer is to pay to cancel my account.

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/11/09) */
  Clutter is a full service moving and storage company.
  
  ********* signed up for storage with Clutter on August 9, 2021. Clutter provides a 30 day notice via email before any adjustments to a customer's rate or appointment pricing takes effect.
  
  ********* had a rate adjustment in April 2022, we sent an email notifying this on March 12, 2022. Customers are given 30 days notice in case they want to cancel storage to avoid the rate adjustment.
  
  For partial appointments, ********* would pay: a *** service charge + *** per picked up item (requiring 1 mover) rate + *** per picked up item (requiring 2+ movers) rate + *** per returned item (requiring 1 mover) rate + *** per returned item (requiring 2+ movers) rate.
  
  For safety and liability reasons, customers are not allowed inside Clutter's warehouses to retrieve their items. We can return them to the customer within our service area when they book a return online.
  
  If ********* wants 3 small bags removed from storage, it will be **** charge.
  
  Clutter does not utilize "robots" to reply to customer emails. Clutter has humans responding to every inquiry customers send in. We cannot waive the appointment fees for *********, as per our terms pricing changes are part of our service.
  
  "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."
  
  
  Consumer Response /* (3000, 7, 2022/11/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Still doesn't answer/help any way. I said you prey on people by false advertisement and basically hold their stuff hostage. Thanks
  
  
  Business Response /* (4000, 9, 2022/11/10) */
  ********* signed up for storage with Clutter on August 9, 2021. Clutter provides a 30 day notice via email before any adjustments to a customer's rate or appointment pricing takes effect.
  
  ********* had a rate adjustment in April 2022, we sent an email notifying this on March 12, 2022. Customers are given 30 days notice in case they want to cancel storage to avoid the rate adjustment.
  
  For partial appointments, ********* would pay: a *** service charge + *** per picked up item (requiring 1 mover) rate + *** per picked up item (requiring 2+ movers) rate + *** per returned item (requiring 1 mover) rate + *** per returned item (requiring 2+ movers) rate.
  
  For safety and liability reasons, customers are not allowed inside Clutter's warehouses to retrieve their items. We can return them to the customer within our service area when they book a return online.
  
  If ********* wants 3 small bags removed from storage, it will be **** charge.
  
  Clutter does not utilize "robots" to reply to customer emails. Clutter has humans responding to every inquiry customers send in. We cannot waive the appointment fees for *********, as per our terms pricing changes are part of our service.
  
  "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."

• Initial Complaint

  Date:10/26/2022

  Type:Order 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.

  Daughter had to put stuff in storage while in school but had to return home out of state due to health issues and then Covid closed everything down. She could not return to ** and now the company is not allowing us to pick up her stuff. They will not tell us where it is and are saying we need to go online and set an appointment to have some one meet us somewhere to then let us pick up her stuff. No contact phone nbers. No corporate contacts. Their website says you have access to your stored items at any time but does not say ypu have to make appointments to have them brought to you. We live out of state and they want us to pay ******** OF DOLLARS to have them meet us in a parking lot somewhere and wait for them to show up or deliver to a moving company and then we have to pay ****************** MORE to have them shipped. We cannot even get a location where they are stored so we can plan where to go to meet them. Worst company ever and will make sure no one we knows uses them. NO CUSTOMER SERVICE.

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/11/09) */
  Clutter is a full service moving and storage company. We could not find a Clutter account associated with the information provided here.
  
  All available appointments are available online via the account portal. Clutter only operates within our service area.
  
  Customers have the option to receive a return of their items within our service area to a public place with their own truck, to their residence, or to a friend/family member. Customer can book this online.
  
  
  Consumer Response /* (2000, 7, 2022/11/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The items are stored in our daughter's name. She has over back to ******** due to health reason at the time. She has not returned and COVId lockdownns prevented prior hopes of getting her items. The storage company will not even let us know where her items are stored to try and locate a temporary storage facility to store them so we can drive across country to pick them up. The also refuse to palletize the items for a movi g company or shipper. They will only drop off individual boxes but they will not say where they are. NEVER USE THIS COMPANY,... ANYONE

• Initial Complaint

  Date:10/21/2022

  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.

  I set up a 3rd party move with Clutter for a move for the 21st of October. I was actively engaged with this company and the 3rd party communicating to ensure the success of this move. I had two different reps tell me different things. One rep from Clutter said they would call the third party's number the day before the move and the other one whom I spoke with flat out said that they would not. But the latter rep ensured that the transfer would be successful, since they do 3rd party transfer "all the time". The morning of the transfer, the driver contacts me last minute to tell me he couldn't reach the 3rd party at **** a... The driver nor Clutter called the 3rd party the day before pick up as I was originally told, nor did they reach out to me the day before, to state that they had an issue contacting the 3rd party. A cancellation charge of ***** occurred around 8a.m. before the 10 a.m. window even closed. The 3rd party also reached out to Clutter several times before the day of delivery with no success until the order was cancelled and the Clutter was told by the third party that they would meet them wherever was convenient to transfer the inventory.
  Bottom line, is this is the only option that Clutter provides for me to procure my furniture , which is a drop off to a 3rd party mover, since I am now in another state because I all military and despite being given the contacts needed to coordinate and the 3rd party reaching out them well ahead of the delivery. The 3rd party actively reached out to them day in advance and left a voicemail, I believe. There is no contact with or from their management. A plausible solution within the **** a.m. time frame was offered and they refused to honor their 3 hour window.
  
  My 3rd party mover can corroborate this as well ****** ****** with **** *** (XXX) XXX-XXXX and American Heritage +XXXXXXXXXXX

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/26) */
  Clutter is a full-service storage company. For a fee, Clutter packs, wraps, transports, and stores customer belongings in a secured warehouse. Due to the safety and security of each customer's items and the people who work at the warehouse, we do not allow customers or moving companies to come on-site to retrieve items. As an alternate option, we can deliver to a customer's house, a secure business facility, or a safe location that would allow us to drop items outside of a moving truck.
  
  On 10/21/22, ******* ******** hired us to hand over their items to a moving company in a Big Lots parking lot in San Diego. One of our team members confirmed that we do not make arrangements with third-party companies as this is the responsibility of the customer themselves. However, Clutter does send GPS tracking texts and updates on the movers' ETA via text to the "Day of Contact" provided by the customer for that specific appointment. On 10/21/22, we sent 3 text messages to let the company know that we are on our way. These did not go through which leads us to believe the number provided was either incorrect or landline which we could not send texts to.
  
  Our team called the "Day of Contact's" 800 phone number instead and let them know that we had arrived in the designated parking lot. The "Movr Van" company told our team that they could not confirm if this appointment would be serviced that morning. They told our movers that there was a lack of appointments on file for ******* ******** and that there were no teams out on the side of town where this Big Lots parking lot was located in. Our movers waited past their 15-minute grace period given their uncertainty and did not cancel the appointment until 25 minutes after parking and starting the timer.
  
  Overall, Clutter made a small error in advising that we could communicate with the third-party company prior to the day of the appointment. However, a Clutter Customer Experience Specialist did correct this and ultimately let ******* ******** know that they would need to coordinate with this "Movr Van" company. We sent out all of our required texts, called the company directly, and went past our normal grace period in an attempt to service this appointment. Clutter would much rather service an appointment than bring the items back to the warehouse, however, we always have a strict schedule of other customers that we have to service. Given that this appointment was in the morning and we had a full day, we could not service the appointment later in the afternoon. The ultimate lack of communication and scheduled appointments with the third-party company is what led to this cancelation and delay in getting ***************'s items back.