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

  1 Holland Ave White Plains, NY 10603-3317

• 

  Clutter Self-Storage

  5601 Foster Ave Brooklyn, NY 11234-1027

  
• 

  Clutter, Inc.

  989 S Cucamonga Ave Ontario, CA 91761-1972

• 

  Clutter Moving and Storage

  77 Constitution Blvd Franklin, MA 02038

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:06/21/2023

  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.

  On ***** May 2023, I items packed and placed into storage. I now want my items out of storage. I was informed that delivery was not an option because the area I would like my items delivered to is out of Clutter service areas. I then went to look into picking up my property from the storage facility. However, I was not able to select that option either. I have called twice (20 Jun 23 and 21 Jun 23) with zero resolution. I am being told that my only option is to have Clutter deliver my items to a location in ******* (where I no longer live) or to a third party for moving. Clutter is essentially holding my property hostage informing me that the only way for me to retrieve my property is to pay Clutter MORE MONEY? Clutter has no right to deny me access to my property. I understand that Clutter does not want to negotiate a delivery option to my new residence however to not allow me or a third party I hire to retrieve my property from the storage facility is illegal. While I understand that Clutter uses subcontractors for a variety of different services what was not made clear is that Clutter's use of subcontractors would affect the services Clutter claims to provide. Specifically in this case warehouse pickup. All I want is to be able to retrieve my property from the storage facility, AS IS MY RIGHT, and have it delivered to my new home. Under what legal authority does Clutter have to deny me the ability to retrieve my property from the storage facility? If this was going to be an issue Clutter should have made this clear when I scheduled my storage pick up. I should not now be forced to pay Clutter additional money to have my property delivered to the third party I chose to use to deliver my property to its actually end location. To date I have not been informed of where my items actually are nor the reason for why warehouse pick-up is not an option. This issue needs to be remedied immediately.

  Business Response

  Date: 07/06/2023

  Clutter is a full-service storage company. For a monthly fee, Clutter will pick up and store customer items in a local warehouse. We offer an online inventory of customer items and handle the stressful parts of commercial storage. Our warehouses are not accessible to customers but we allow restricted access in certain markets for warehouse returns. We mention the warehouse restriction on our website: 
  *******************************************************************************************************
  
  The customer was onboarded with ********************** on May 17 2023 in the *******, ** area and reached out to us about her closing her account on June 20th.  The customer was having issues with scheduling a final return due to her chosen address.  She attempted to enter an *******, ** address for delivery. After getting in contact with our CX team, she was informed that a long-distance return was not possible from our ******* warehouse to *******. The customer disputed this by filing an issue claim on June 22 and the matter was escalated to Clutters Trust & Safety team. 
  
  The Clutter: Trust & Safety team informed the customer of service limitations and denied her claim but our explanations were not accepted by the customer. We explained that ********************** only operates in specific service areas as mentioned in our Terms that the customer agreed to and that ********************** never promised or advertised long-distance returns and warehouse returns from our ******* locations.
  
  Clutter attempted to resolve the matter but we made no error and thus the claim was denied. We reviewed her claim again on June 30 with an offer of $95 as a resolution to her concerns after the customer booked a final return within the local service area where her items were stored. 
  
  Clutter does offer extended service area returns but only in our primary markets. ******* is not part of our primary market and we do not have a timeline on when this service will become available. The ******* warehouse is run by our storage partner Iron Mountain and is not a Clutter warehouse. Similarly, we offer warehouse returns in our primary markets but unfortunately, this is not yet offered in our ******* region. 
  
  Clutter hoped to resolve this matter but ultimately we cannot provide a service we do not offer. Her only options are to schedule a final return to any address within the local service area where she, a trusted associate, or 3rd party moving team can collect her items.
  
  Per our Terms: ************************************************
  
  "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. Times given for pickup, delivery, collection, packing, and returns are only estimates and Clutter shall not be liable for any delays.
  
  Clutter shall provide certain Services, which you may select and schedule on clutter.com, by phone, via customer support, and/or in your ********************** Account, as applicable and available.
  
  Clutter may, in its sole discretion, refuse, cancel, postpone, or otherwise reschedule any Services, including pick up, delivery, packing, collection, or return of Customer Items, for any reason or no reason..."

• Initial Complaint

  Date:06/21/2023

  Type:Order 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.

  Date of transaction: 06/08/2023 (this was the day my items were collected from my apartment)Amount of money I paid this business: $320 a month for storage, $511 for additional hours for packing and transportation What the business committed to provide me with: $168 a month for storage, $155 for packing and transportation services (first 2 hours free).Nature of my dispute: ************ is misleading and untrustworthy and finds ways after the fact to charge you more. It is clear from my experience and that of everyone else that they mislead folks with the quoting tool on their website so they can win your business and then proceed to charge additional fees when it's too late and there is nothing you can do. In my case, their tool quoted me $168 a month storage for space amounting to 10 x 10. When they had packed all of my belongings into their truck, it had increased to 10 x 15. Yet, when they arrived at their warehouse, I suddenly needed 10 x 20 storage, resulting in double the fees I was initially quoted ($320). Why provide live updates while you are packing your truck, only for those fees to increase when you've already left my house and therefore, there is nothing I can do about it? Also, they employ tactics like putting sellotape on top of sellotape on the boxes I had already sealed to draw the process out and use up more time than needed so they can charge me additional fees. When I inquired as to why, they told me it was to insure that the boxes were firmly shut. They encourage you to pack all of your belongings to save time but then they draw out the process when they arrive on the day? Totally abhorrent! As a result, they landed up charging me an additional 3 hours and 30 mins that I had not budgeted for - $511.Have they tried to resolve the issue: They believe they have done nothing wrong. They offered me $79. I want my contract canceled and my items returned as I'm now paying double what I was quoted. Account number: there is none, it's under my name

  Business Response

  Date: 07/02/2023

  Clutter, Inc is a household goods moving business that provides household goods storage within warehouses. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas. 
  On June 8th, 2023, the customer began his ********************** term with Clutter. Before an appointment, we ask customers to provide as much information as possible including a list of the inventory we are picking up and a video walkthrough of the inventory we are putting into storage. We call this a virtual walkthrough. The customer did not complete this process for us and only provided an incomplete list of what we would be moving. The customer estimated that we would be ************************** CuFt whereas once the appointment was completed we had actually picked up more items than expected. 
  Clutter sends alerts to customers about their plan size usage during appointments so they can track their plan usage in real time. This system is automated and will only communicate the next largest plan size. We recognize that this creates a negative customer experience and offered the customer the difference between the two plan sizes for a single month so that he could have a period of time to arrange for the return or disposal of some items in order to qualify for a downgrade. 
  The customer is free to schedule a return appointment at any time. The customer did commit to an 8 month ********************** term in order to secure a significantly discounted rate and we only ask that he pay out the remaining months of the term commitment he made upon the closure of his account.
  
  

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20213578
  
  I am rejecting this response because they are admitting that their software is misleading people (bad customer experience) but they are still wanting me to honor the contract. That is an insult. Also, they have ignored everything else I've shared. The fact that their team wasted time putting sellotape over my sellotape on the boxes I had already packed is disgraceful. This was clearly not required and just a tactic to stretch out the time, costing me an additional $511 on the day because it took them 6 hours to pack up my 1 bedroom apartment and load their truck! Previous teams have taken 2 hours!! As mentioned, it's difficult to say no when the truck is already on the way to their warehouse and suddenly your storage space requirements change again. How can you be promoting your proprietary software if it gets everything wrong?? I'm not the only person stating this, look through all the other complaints on the web as well as the ones received by BBB. There are many folks who feel cheated just like me. Also, they are now claiming that I never loaded any photos, yet that is not a requirement. You either put a list together or you upload photos. And as I mentioned before , I updated the list the day they arrived by putting in my final count of boxes and adding my bag of golf clubs and their system stated that I still only required 10 x 10 storage. I took out an 8 month contract at a discounted price because I was expecting to pay $165 a month for storage and nothing additional for packing and transportation. I had all my boxes packed and sealed and my furniture dismantled so I really wasn't expecting any additional charges. Therefore, I have been misled by their software, causing me to pay double the costs in storage and an additional $511 on the day for packing and transportation. That's just daylight robbery and they have done this to countless people. It needs to stop. I hate companies who take advantage of people and they have clearly done that to me. Also, for the record, I haven't signed the paperwork that was sent to me after they took my items away so I haven't agreed to any terms. As such, please cancel my contract and deliver my goods to an address that I will provide in SoCal.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/10/2023

  This issue has been investigated and resolved internally. The root cause of the issue is the customer underquoting the necessary labor for the appointment. The customer has been offered a the difference between plan sizes as a gesture of customer appreciation though the upgrade is valid. The customer can schedule a return appointment at any time via the account portal.

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20213578
  
  Sorry, but I feel like we are going around in circles here. I'm not happy with the outcome and I explained why in my last email. Is this the best you can do BBB? I really don't understand how you can give this business a AAA rating when it's clear from all the complaints you've received that they are unethical and untrustworthy. They are totally misleading people and getting away with it. They blame the client but their software is clearly misleading folks just to win their business. Look through all the complaints you've received, there are 1000's of people stating exactly the same. 

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

• Initial Complaint

  Date:06/15/2023

  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.

  Date of Transaction: 5/25/2022 Amount of money paid: $600.00 What business committed to provide: moving office equipment from one office "A" to another office "B"Nature of Dispute: I (customer) was offered the option of one month free storage for the move from "A" to storage then to "B" for a package rate of $199/hour with a 3 hour minimum charge IF I first dropped something off before things went into storage. Now that things are in storage, but before I have completed the move to "B", I was charged $600. Additionally, I cannot schedule moving from storage to "B", unless I agree to sign papers that will allow Clutter to charge me for ANOTHER 3 hour minimum charge (what they consider the second "leg" of the move). In essence, I was told the whole move from "A" to "B" would have one 3 hour minimum charge, but now Clutter is applying that minimum charge to each leg of the move AND their system does not allow me to schedule the final "leg" of the move unless I agree to sign paperwork that says I agree to that. My stuff is pretty much held hostage even though they have already charged my card for $600. I have made a claim with the company, but after 2 weeks, Clutter still has not resolved this issue.Has the business tried to resolve problem: Clutter's claims department has reached out to get more information, info that I have submitted and called about over 5 times with the company. No resolution after 2+ weeks since I raised the claim on 5/30/2022.Clutter Claim #: #*******D NOTE - I am forced to sign paperwork that I disagree with because unless I do so, I cannot get my business equipment needed for work. Unfortunately, I have to sign these docs today, in order to be able to schedule a move out of storage. this is absolutely a hostage situation that forces me to sign erroneous documents just to be able to get my stuff, even though my bill is completely paid up.

  Business Response

  Date: 06/27/2023

  Clutter, Inc is a household goods moving business that provides household goods 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 May 25, 2023  the customer requested ********************** service from Clutter.
  The customer contracted ********************** to execute an A to * move and to have some of the items from the move taken into storage from the point * location. Clutter serviced this move and took the items into storage at the * location as arranged. The agreed upon pricing was $199 an hour with a 3 hour minimum. *ecause the appointment was less than 3 hours the customer was only charged for the 3 hour minimum for a total of $597.
  Delivery from storage would require an additional appointment. A move appointment with multiple stops would have been a different service and would have a higher hourly rate, which the customer did not book and was not charged for.
  On  May 30, 2023 the complainant filed a claim, claiming she had been billed in error. The complainant demanded a refund of $202.98 claiming the billing was not in line with the pricing that had been communicated to her. A Clutter specialist reviewed her claim, determined that the customer had been billed for the 3 hour minimum as was agreed upon and denied the claim. 
  
  

• Initial Complaint

  Date:06/15/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Clutter in April of this year to help me. I was moving my mother out of her home and hosting an estate sale to help her downsize. We needed to remove our personal effects that we would be retaining from the home and were thankful for clutters free moving service, although the cost of storing the items was quite high. The move was majority boxes, not too many furniture items. Certainly not enough to fit a 3 bedroom home, no bed, night stands, nor bedroom sets. We packed one couch, about 5 accent chairs, a coffee table, some appliances and electronics (nothing the size of a fridge, just odds and ends). Im here to say that, yes, the service is IN FACT too good to be true. They WILL recoup the moving service loss by tacking on extremely high fees on any pick up, drop off, rescheduling, or cancellation. We needed them to pick up some remaining packed boxes, a bar cart, a few fragile decor items, an office shredder, and office printer. They sent two men, I was not aware that they would be billing me for EACH mover at $200/hr. On top of that, their movers fill boxes with packing paper and hardly any items, act busy while they take breaks in their trucks, intimidate me for asking questions about their truck breaks, etc. $200/hr/mover.My storage ended up costing almost 500/mo, and they charged me $900 for less than two hours with the movers. They also had a $100 rescheduling fee, which I consider predatory as moves are often unpredictable. I filed a heartfelt claim and they flatly denied me. They will now be requiring that I pay $1,500 roughly in the middle of a move, a divorce, and delay in employment which I expressed to them. Needless to say Im disgusted, this business is a racket. No doubt their movers are encouraged to waste time and space to recoup the free pick up and packing. Im heart broken and just want to be rid of this company and remove my belongings before they have another opportunity to charge me their heinous monthly rate.

  Business Response

  Date: 06/26/2023

  Clutter, Inc is a household goods moving business that provides household goods 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 April 13th, ******* booked their appointment for April 16th, 2023. Due to scheduling complications on the customers end, the appointment was canceled on Apr 14, 2023. When booking an appointment Clutter clearly communicates that appointments canceled within 48 hours of the scheduled appointment will incur a cancellation fee. Because the appointment was canceled within this window, a cancellation fee was incurred. The customer filed a claim for this cancellation fee on the same day they canceled the appointment. On Apr 15, 2023 a Clutter specialist reviewed the claim and offered the customer a one time courtesy waiver of the cancellation fee.
  On Apr 17, 2023 the customer proceeded to onboard with ********************************************** service. The customer scheduled two subsequent pickup appointments to put more items into storage on Apr 20, 2023 and Jun 14, 2023. On Jun 14, 2023 the customer filed a claim for reimbursement for rescheduling an appointment within 48 hours and for the labor of the pickup appointments. The customer cited ignorance of the pricing structure and financial hardship. The pricing for each appointment is clearly communicated in each customers account portal and the customer had already received a one time waiver of the rescheduling fee. As such, the claim was denied.
  The customer is misrepresenting the amount of items they have in storage, the customer is storing 141 items with ********************** for a total cubic footage of ******** CuFt. The customer underquoted the amount of items they would be putting into storage with Clutter and as such we were unable to dispatch the appropriate manpower or provide an accurate estimate. Customers are encouraged to communicate with their movers to ensure the appointment goes as they wish. Part of Clutters service is to create a digital inventory of the items stored by scanning the inventory with smartphones, which may have appeared  to be the movers playing on their phone. Clutter movers pack boxes with enough room for packing material to prevent damages to the items stored inside as overstuffing a box increases the risk of item damage. Customers are not charged for the movers lunch breaks. The customers billing is 100% in line with what was communicated to the customer prior to each appointment and consists of valid charges for the services provided.
  
  

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20192044
  
  I am rejecting this response because:

  Clutters movers engaged in intimidation tactics with my mother, and there moving costs are predatory. 

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

  Business Response

  Date: 07/02/2023

  Clutter's movers are friendly and professional. When the customer filed their claim on June 21st, 2023 the claim of intimidation was not included and was only mentioned after the customer did not receive their preferred outcome for their claim. Clutter's pricing is agreed to when booking your onboarding appointment. Customers can review the pricing for each appointment type in the account portal prior to scheduling an appointment. Clutter has given the customer a resolution offer for their negative experience as a gesture of customer appreciation.

• Initial Complaint

  Date:06/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing about the misleading/bait & switch business practices of moving and storage service Clutter. They do not honor the promises made at sign up or made by their representives. First, when quoting prices for different sizes of storage units, they directly compare themselves to standard storage units. However when listing the depth and width of their units, they do not include the height of 4' which is much smaller than the standard room of 8' or taller. Secondly, when I signed up with Clutter in December of 2020, I was given the promotion of free final delivery, which convinced me to choose Clutter over other services. I confirmed that promotion with a *************** representative, when they raised my monthly rates in May 2022. I would have canceled my account at that time if he had not promised that my promotion would be honored. In 2023 when I requested my final delivery they listed a $251 + 78/hr fee for my appointment. They did not give me a total estimate for the appointment or the "Important Information for Persons Moving Household Goods (within **********)" pamphlet before my appointment time. I was then auto charged on June 07 2023, for final delivery. When I filed a claim, the ***************" representative, despite acknowledging that a previous representative had confirmed the promotion with me, refused to honor it saying "Clutter's Terms of Service clearly outlines that no promotion or rate is guaranteed indefinitely." This is not listed anywhere on the website FAQ or when ordering service. Additionally, free final delivery is still currently being offered on the clutter.com for signing up for 4+ months. I was either lied to at sign up and to keep my business under false pretenses or Clutter is now attempting to cheat me out of more money than was agreed to. Despite appealing their decision, the best they were able to offer was a 50% credit on the final delivery. This feels like a further trick to get people to accept their fradulent business practices and let them keep the extra 50% of the final delivery fee.

  Business Response

  Date: 06/16/2023

  ************* filed a claim for this issue with ** on May 18, 2023. We reviewed **'s claim and concluded the rate adjustment was valid, but offered monetary compensation for the miscommunication. 

  Clutter's Terms of Service does not guarantee any particular rate or promotional offer such as free delivery as indefinite. The Terms of Service does guarantee Clutter the right, in its sole discretion, to adjust rates and cancel promotions as we must make occasional changes to keep up with market forces.

  "By using the Services, or other paid services or products provided by Clutter, you agree to our pricing and payment terms, as we may update them from time to time. Clutter may add new Services for additional fees and charges, or amend fees and charges for existing Services, at any time, in its sole discretion. Clutter may also charge certain late, rush, and cancellation fees, in its sole discretion."

  We spoke to ** again today regarding the claim, and offered to waive the $251 service fee in full as a customer courtesy. ** has accepted the offer and this has been resolved.

  Customer Answer

  Date: 06/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although I still feel that their business practices are questionable, I accept their partial refund as a resolution.
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:06/12/2023

  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 decided to give this company a try and decided to move my stuff from a 10x10 storage to Clutters 10x10 storage. Unfortunately, this was the biggest mistake Ive done with a storage company!To my astonishment, I started to receive messages from Clutch telling me that Ive gone over the limits of my 10x10 storage and that they will move me to the 10x15, however I needed to pay $72/month more. I WAS SHOCKED AND BETRAYED! The only reason I moved my stuff from my previous storage to them was to save money. If I had known this I would have NEVER moved as the new rate was even more than what I was paying.I called their customer support multiple times and opened a case with a manager. I could not understand how my things that were fitting fine on a 10x10 (to which I sent them video proof of this) were not fitting on their 10x10. At that point is when I was told This is because our storages only have a 4ft ceiling and their storages are not the same as others I could NOT believe this. I then proceeded to research the industry and I found out the following:1.They compare themselves with other storages clearly on their website 2.They advertise the 10x10 storage size and compare it to the size of a garage size (there is no garage that has a 4ft ceiling.3.The industry standard for ALL storage units across the US is 7-8ft.4.Nowhere on their website they disclose their storage ceiling height.5.Nowhere on their ****************** they disclose their storage ceiling height.Even after showing them all this proof, their customer service and management acted as if they couldn't care less and were told that they would not be changing my account.Currently, I am in the process of filing a lawsuit against this company in light of proven Deceptive Business Practices and reporting them to the ************************* This company has an A+ rating on your BBB platform despite countless complains. I've provided ample evidence for you to downgrade their rating.

  Business Response

  Date: 06/16/2023

  **** requested Clutter to pack and store their items on Apr 26, 2023. Storage space is calculated by the cubic feet of the items stored. Our 10x10 unit holds up to 400 cubic feet. **** currently has 579 cubic feet stored, hence the upgrade to our 10x15 unit. We verified the measurements are accurate and they are in the correct size. During the appointment, we sent three texts,

  "Your storage plan is more than 50% full. If you are upgraded to the next plan size, your monthly storage rate will be $216.0/mo. Any additional plan size upgrades will increase your monthly storage rate.Speak with your team lead if you do not want to upgrade."

  "Your storage plan is more than 80% full. If you are upgraded to the next plan size, your monthly storage rate will be $216.0/mo. Any additional plan size upgrades will increase your monthly storage rate.Speak with your team lead if you do not want to upgrade."

  "You have exceeded capacity on your current storage plan and have been automatically upgraded from a 10x10 to a 10x15 space.Your new monthly storage rate for your 10x15 space is $216.0/mo. Any additional plan size upgrades will increase your monthly storage rate."

  We gave **** the opportunity to cancel the upgrade prior to it occurring. **** did not indicate they wanted to stop the appointment and did not want to upgrade. **** has the option to remove items from storage if they'd like to downsize. 

  There is an option on the booking funnel that says "Help Me Pick A Size" that asks customers to input everything they're storing. **** only quoted us 43 items to be stored and only provided two photos. However, our team ended up picking up 75 items, well beyond their estimate. As **** did not properly quote us, we could not provide a more accurate estimate.

  **** has already filed a claim with us, as we have confirmed the upgrade is valid. 

• Initial Complaint

  Date:06/07/2023

  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.

  They are requiring me to sign documents to get my stuff out of storage but the legal documents are wrong. They are refusing to fix them or let me speak with someone to fix them.

  Business Response

  Date: 06/15/2023

  On June 7, 2023, ***** filed a claim with us regarding this issue. ***** stated,

  "The legal document which you are insisting I sign are incorrect. The first had an incorrect amount of items listed this second one says I owe over $7000 for the appointment, which is also incorrect. You are locking me out of being able to get my stuff out of storage because your legal documents are incorrect and you are not fixing them in order for me to sign them if I do not get a resolution in the next 24 hours I will be obligated to contact a lawyer, as this will be the third time I have asked for them to be fixed."

  On June 8, 2023, we sent ***** an email response stating, 

  "Hello *******, I can confirm your appointment documents have been actioned on by our tech support request.  After review from our Trust and Safety team, we can confirm the changes have been made.   
   
  Please feel free to confirm the changes are reflected on your end.  If you have any further questions, comments, or concerns, please feel free to contact our team and we will be more than happy to help."

  We did not receive a response. We texted ***** the link to the documents, and they have been corrected. 

• Initial Complaint

  Date:06/05/2023

  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.

  Before appointment for storage, I switched my term commitment to 4 months. Come the appointment, the switch was not reflected on my account and I asked them to fix it. I was met with a refusal to fix the issue and no documents supporting their claims that I committed to anything at all. They say I received an email confirming 8 months when I did not. I didnt even receive any email confirming my changes. Nothing. All I know is I followed the company's website to adjust my term before the appointment and their absolutely terrible customer service disregarding me. The last "contract" I signed was in agreement to 4 months at a higher monthly rate so I will not pay anything unless it is what I agreed to. It is not my responsibility that their website isn't working properly and I will not pay for their mistakes. There is no one who can actually help you, I was told by the customer service rep that there is no management who is willing to speak to customers. On top of that, I cannot access my items. Despite them saying there should be an option to *****************, there is no option because they decided "allegedly" to put my items in a facility I cannot access to steal money from me to get it. But the catch is I cant even have the items shipped or delivered out to any address, nothing. Everything important to me was stolen and being kept from me and I am being expected to pay for this. This has been the worst moving experience of my life and their customer service cannot and will not help you. I keep getting dismissed and ignored because I dont have confirmation of my changes but I didn't think to make a paper trail for this company I was supposed to trust. I dont even have confirmation of before the changes to my account so Im unsure of what they expect. Absolutely terrible. I can't believe my whole life is gone.

  Business Response

  Date: 06/10/2023

  Clutter is a full-service and self-storage company. For a monthly fee, Clutter will pickup customer items and store in our local warehouse. For a discount, customers may choose a 4 or  8-month commitment. The customer chose our ******* term and received and email confirmation after booking their appointment. On May 26, 2023 we picked up and stored their items. Also on May 26th during their onboarding, the customer reached out to our support team about their term commitment change but did not confirm new pricing after our CX team provided a revised price chart. As such, they were not downgraded. After their appointment, they filed several issue claims and reached out to our support team for resolution.
  
  The Clutter Trust & Safety team understood their intentions but unfortunately we cannot revise a term commitment after the first appointment.  We found no evidence that they attempted to change their term commitment and the customer did not provide any documentation to show this change. We attempted to work with the customer but ultimately denied their claims.

• Initial Complaint

  Date:05/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a 5x10 space. The Clutter movers came to pick up my items. They measured each item before loading it on to the truck. We had to throw away some belongings to ensure that the items fit within the 5x10 space. The movers CONFIRMED that the items they took fit within the 5x10 space. Now, Clutter is charging me for a 10x10 space and charging my credit card without authorization(!) All of these facts are undisputed by Clutter.There are tons of online reviews warning people about this very scam - I was hoping it wouldn't happen to me. I'm so disappointed that Clutter turned out to be a shady operation.

  Business Response

  Date: 06/07/2023

  Clutter is a full-service and self-storage company. For a monthly fee, Clutter will pickup customer items and store in our local warehouse where we will safely store them until they schedule an appointment to have them picked up again. On May 21, 2023 we became in possession of the customers items. During their onboarding, our system sent automatic texts warning them of their potential plan upgrade. The customer received 3 separate plan upgrade warnings between 12 pm-1 pm PST. Their appointment ended at 1:31 pm PST. The customer had time to remove items from ********************** to avoid upgrading into a higher plan. Currently the size they were originally signed up for was not appropriate to accommodate all of their items. 
  
  Further information on our pricing policies can be found under Section ** ********************* Services, and Cancellation, within our ***************** ************************************************
  
  The customer disputed their upgrade and for the inconvenience, we offered the 1 month price difference between our 5x10 plan and 10x10 plan as a resolution.  The customer needs to remove ***** cubic feet of items in order to be eligible for a downgrade. Clutter does not take fault for the upgrade as the customer was properly notified but offered their original pricing as a courtesy. 

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20120089
  
  I am rejecting this response because: it does not address my complaint. I received Clutter's text warnings about size - these warnings are the reason I removed several items from the moving truck. I kept removing items until the movers *who measured each item individually* confirmed that my items fit the 5x10 space I ordered. Therefore, under applicable law, Clutter should be held to the representations of its own agents (i.e., the movers). It cannot be allowed to confirm that my items fit the 5x10 space and then -once it has my items so I can no longer see how they are measuring - suddenly try to claim that the items do not fit. That is fraud and theft. Any business that would con me like this is a sham.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/13/2023

  We have reviewed ******** account and appointment and verified that they are correctly in the 10x10 plan size at ****** cubic feet of storage. We understand ****** did not intend to store this much and have offered the difference of the 5x10 and 10x10 plan sizes for their first month's rent in the amount of $95.00. To prevent this storage rate from continuing, Hansel will need to have sufficient items returned to reduce their storage needs to be less than 200 cubic feet in order to downsize.

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20120089
  
  Thank you for your response. I appreciate the one-time discount, but YOUR movers confirmed that my things fit within a 5x10 space. In fact, I already removed SEVERAL ITEMS to make this size. You cannot then take my things into your custody and then claim that YOUR OWN movers were wrong and charge me $100 more per month. That is not ethical or transparent pricing. Please adjust my rate to the 5x10 charge on a continuing basis ASAP.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/03/2023

  In order to downsize, ****** will need to remove the appropriate amount of items stored in order to downsize to the 5x10 they are requesting. We cannot downsize to a 5x10 if their items exceed that size. 

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20120089
  
  I am rejecting this response because: I ALREADY REMOVED THE NECESSARY ITEMS. AND YOUR AGENTS CONFIRMED THAT THE REMAINING ITEMS FIT WITHIN THE RESERVED 5X10 SPACE. You cannot change your mind once you have custody of my belongings. That is unethical and amounts to conversion (theft). 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20120089
  
  I am rejecting this response because:

  I filed a claim against Clutter (a moving and storage **** with the BBB, stating as follows:
  
  
  I reserved a 5x10 space. The Clutter movers came to pick up my items. They measured each item before loading it on to the truck. We had to throw away some belongings to ensure that the items fit within the 5x10 space. The movers CONFIRMED that the items they took fit within the 5x10 space. Now, Clutter is charging me for a 10x10 space and charging my credit card without authorization(!) All of these facts are undisputed by Clutter. There are tons of online reviews warning people about this very scam - I was hoping it wouldn't happen to me. I'm so disappointed that Clutter turned out to be a shady operation.
  
  
  In response, Clutter misrepresented the facts without any evidence/supporting documentation. This issue remains unresolved, as they steal hundreds of dollars from my account and refuse to tell me where my items are. I need all overcharges reversed immediately. and going forward. Please help ASAP!
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/05/2023

  The Terms of Service states:

   

  "Further, you acknowledge and agree that the Smart Storage Services or other paid services or products provided by Clutter *** be made available on a recurring subscription basis ************* Services). If you enroll in any ************ Services, you agree to a recurring payment program, which will continue for the agreed-upon subscription period or minimum storage term, if applicable, and automatically renew for additional subsequent periods unless and until you cancel the ************ Services or Clutter suspends, discontinues, or terminates them. Clutter *** offer a number of subscription plans for ************ Services with different conditions and limitations. Any materially different pricing or payment terms will be disclosed on the Site, in your Clutter Account, and/or in other communications made to you. For ************ Services, we will automatically charge the payment method associated with your Clutter Account on a recurring basis, depending on the subscription term you choose. For Smart Storage Services, day one of your billing cycle is the date you begin storing Customer Items with us. You acknowledge that the amount billed *** vary due to promotional offers, changes in your ************ Services plan, and/or changes in applicable taxes, and you authorize us to charge your payment method for the corresponding amounts. You further acknowledge that the amount of the recurring charge *** change if the applicable tax rates change or if you are notified that there will be an increase in the applicable subscription fees.

  
  You hereby authorize Clutter to bill the subscription fee to your Payment Method, along with any applicable taxes or additional fees due during the billing period. You must cancel the ************s Services prior to the end of the then-current subscription period in order to avoid billing of the next subscription periods subscription fees to your Payment Method."

   

  The customer agreed to these terms as a requirement for using the service. 

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20120089
  
  I am rejecting this response because:

  This response in no way relates to the issue at hand. My issue, once again, is that Clutter confirmed that my items fit within the 5x10 storage size and later - once it had taken my items to the warehouse - said that I had to pay for a larger size. That is a brazen scam and BBB must take action.

  I am willing to remove and dispose of additional items, as a compromise. But when I called Clutter to do so, I was told I'd be charged to remove items. This is a further scam.

  I need BBB to intervene and sort this out. I don't see how this could be a bigger scam. Failure to intervene by BBB will mean that they will be included in any legal action.

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

• Initial Complaint

  Date:05/30/2023

  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 hired Clutterly for my move. I used them the year before and liked their service so I hired them again. This time, crew came and they had no idea how to assemble or disassemble furniture. They were spending time emptying out their truck and kept saying Clutterly screwed them over by providing a half full truck. I called to complain and was told that the truck indeed should have been empty as my move was the first job that say. Not only were they wasting time emptying out and getting ready for my move all the while counting hours, they did not properly cover my things nor keep all the wires intact for appliances so now my TV is missing a plug and my extendable 3 seater recliner sofa is also missing its power cord and the other wires. They also kept disappearing taking breaks and walking around doing nothing. When I complained to Clutterly they advised to file a complaint afterwards.During the move, they not take any precautions to protect the moving items and the property even when we provided a large area rug for them to do it on and instead they just dragged and pushed around heavy items damaging the hardwood floor which costed ** over **** in deduction from security deposit. Clutterly said they will reimburse it and needed to check the local rates before compensating but now they have changed their mind and said it was a preexisting condition when the landlord himself said they were NOT there before. I also only had Clutterly in and out of that house for moving so they are not preexisting but rather caused by themselves. They also broke the dining table and damaged the chairs; which are over $1500. The extendable table is completely broken as the crew forced a 40in wide 98in long dining table through 44in x 56in entry way. This has been an absolute nightmare and their customer service is non existent. They are not providing reason for not compensating for hardwood floor and dining table when its a total loss. They should compensate for all losses and damages.

  Business Response

  Date: 06/08/2023

  Clutter, Inc is a household goods moving business that provides household goods 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 April 28, 2023 the complainant requested moving service from Clutter.

  
  The complainant filed multiple claims following her appointment with Clutter with complaints about the service received and disputing the labor time. This complaint was reviewed and the customer was promptly offered $158 as a gesture of customer appreciation for her quality of service issues. 

  
  The Clutter specialist that reviewed the complaints determined they were invalid as Clutter does not service complicated disassembly and the customer underquoted the necessary labor to Clutter but still chose to offer a customer appreciation offer to the customer for the negative experience. ********************** relies on customers to provide initial photos of how many items, bedrooms, and general information that will allow our operations team to coordinate moving appointments. 
  When customers provide inaccuracy in this process causes prolonged hours. 
  
  On April 28th, the customer filed a claim for damaged items and Household Property damages. Customers are free to submit claims via their online account portal for our Trust and Safety Departemnet to review. After a thorough investigation, Clutter has demtermined in terms of liability accordingly. All claim determination can be viewed by the customer through their account. Customers are free to accept our offer based on our review within Clutters Limited Security Warranty Policy. 
  
  On May 3rd, 6 days after the appointment the customer filed the first Household Property damage claim. Clutter complete a thorough review with all appropriate departments. During the process of evaluation, customer stated to close out the claim in a written confirmation via email. Thus, the claim was closed without pay in the request made by the customer. 
  On May 10th, the customer filed the same claim stating a re-review of the closed claim must be investigated once more. Clutter does not share the internal investigation that was completed for all claims filed. Clutter does however provide the determination of the claim once the review is completed. Thus, Clutter has determined based on thorough investigation in regards to the claim offers. 
  The customers overall complaint is due to the claim determinations. Clutter has provided ample explanation to the customer via email and has concluded the investigation.