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

  19801 85th S Kent, WA 98031

• 

  Clutter Self-Storage

  3046 Northern Blvd Long Is City, NY 11101-2816

  
• 

  Clutter Self-Storage

  1 Holland Ave White Plains, NY 10603-3317

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:05/08/2023

  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.

  I put my personal belongings into this storage company a year and a half ago .I just finally got my things out today and Everything is damaged and destroyed.I was paying ****** per month.Now I have nothing

  Business Response

  Date: 05/17/2023

  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 Sep 17, 2021 the complainant began storage with Makespace, which was later merged into one company under Clutter on March 22, 2022. 

  
  On May 5, 2023, the complainant had a final return of her stored inventory and discovered items damaged. Clutter has an internal claims process to handle incidents of loss and damage. To assist the customer with filing an item claim, our Trust and Safety Specialist reached out to the customer via phone on May 10th, 2023. On May 11th, a follow up was conducted with the customer as no claims were filed. The claims on our end are showing as in draft mode. This indicates that the claims are in the submission process. The customer must select submit for the claim to be reviewed on our end. 

  
  Once the claims are submitted, our Trust and ***************** will review the customers claims accordingly. Submitting a claim with Clutter is the first step to document, evaluate, and offer potential compensation for the customer. 
  ********************** is continuing to communicate and assist  the customer for the claims to be filed. All claims must be filed via the customers account portal. ********************** will continue to work with the customer to ensure the claims are submitted on her end.
  

  
  

• Initial Complaint

  Date:05/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My initial Clutter storage plan was $117 per month for an 8-month lease of a 15x10 unit. However, my plan was automatically downgraded to a smaller 5x10 unit with a final price of $94 per month. This seems illogical as the smaller unit is only one-third the size of the original unit, but only 80% cheaper.I contacted Clutter in early March after discovering that a 5x10 storage unit typically costs $71 per month for an 8-month lease or $92 per month for a month-to-month lease. I believed there was an error with my plan as it was even more expensive than the month-to-month lease. After checking the prices for ******** February, March, and April, a 5x10 storage unit always costs around $72 per month for an 8-month lease. In my opinion, I have been charged the price for a 10'x10' storage unit.I reported this issue to Clutter and requested that they provide me with the price list for my plans to prove that I was not charged for a 10'x10' unit or refund me the overcharge amount of ($94 - $71) x 8 months. However, they refused to provide me with a price list and instead informed me that the cost of a 10'x10' storage unit is approximately $130 per month for an 8-month lease, which is even higher than my original 15x10 unit at $117 per month.I have requested that Clutter either provide me with the necessary information to verify my plan's pricing or refund me the overcharged amount, but they have not taken any action so far.

  Business Response

  Date: 05/04/2023

  Clutter is a full service storage and moving company. For a monthly fee, Clutter will pickup and store customer items in a warehouse. We offer different plans at different prices according to how much is stored. 
  
  The customer joined ********************** on November 17, 2022, and was originally quoted at $119 a month for a 10x15 storage plan with an 8-month storage term. After their onboarding, their items did not exceed our 5x10 plan and so they were automatically downsized into a 5x10 plan billed at $94 a month.

  On Feb 24, 2023, the customer filed an issue claim for $200 claiming that our storage rate online was cheaper than what they were currently paying. Our Trust & Safety team reviewed the claim and confirmed that the pricing was correct for a 5x10 plan, but offered $50 as a sign of customer appreciation. 

  The Trust & Safety team told the customer that *********************** system automatically adjusts prices for new users based on availability and operational needs. The  current prices on our website differ from the prices advertised to the customer when they booked their appointment in October 2022 as Clutters pricing is dynamic. 

  The customer agreed to **********************'s Terms of Service which state:
  "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."

  While Clutter acknowledged the confusing nature of their concern by providing $50 in compensation, Clutters rates are subject to change based on availability and existing demand. The customer's rate and plan never exceeded their original quote so we did not feel the need to honor any special price.
  

  
  

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19999105
  
  I am rejecting this response because:

  I feel like I have been charged for the 10x10 plan by Clutter. I first contacted Clutter in February because I discovered that the original price for the 5x10 plan was only $92 per month(this is even a month-to-month plan). So, I insisted that Clutter should provide me with a full list of prices for all the plans to prove, instead of just casually stating that the price was reasonable. During one of my conversations with Clutter, I found out that the current price for the 10x10 plan is $130 per month. Comparing it with the price at that time,see appendix, I strongly believe that this number supports my suspicion that I have been charged for the 10x10 plan. I have requested the price list from Clutter multiple times, but they have never provided a direct response. If they insist that the price of $94 per month for the 5x10 plan was reasonable, then what would be a "reasonable" price for the 10x10 plan? I am not necessarily demanding compensation from Clutter, but their refusal to provide a price list to prove the validity of their charges makes me feel deceived. And I didn't take their $50 compensation and I'm still asking for the price list at that time instead.
  
  appendix for the price prorata
  As the price showing in the second page, figure1:
  10x15: 133/mo-->119/mo(my quato) *****% of 133
  10x10: 101/mo-->94/mo(my charge) *****% of 101
  5x10:    71/mo --> supposed to be charged less than 71/mo
  Figure2:
  10x15: 189/mo-->119/mo(my quato) *****% of 189
  10x10: 131/mo-->94/mo(my charge) *****% of 131
  5x10:   73/mo --> supposed to be charged less than 73/mo

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

  Business Response

  Date: 06/10/2023

  We have taken another look at the customer's account and found that the rate they were paying was valid for their plan size. We will not disclose Clutter pricing here but we are open to resolving this matter with the customer should they contact us through their account portal again. 

   

   

  Customer Answer

  Date: 06/18/2023

   
  Complaint: 19999105
  
  I am rejecting this response because:

  They said "We will not disclose Clutter pricing here but we are open to resolving this matter with the customer should they contact us through their account portal again."

  However, even in their account portal, they haven't disclosed their pricing. So it seems that I have no choice but accepting their response?
  
  Sincerely,
  
  Yueqi Hu

  Business Response

  Date: 10/05/2023

  Clutter customers can view their monthly rate via their account portal under "account details." Because ** is no longer a customer she no longer has a monthly rate and as such nothing populates under account details. If ** would like to review Clutter's current storage rates they can be reviewed on Clutter.com

   

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

  When onboarding customers agree to their initial rate for monthly storage and agree to any future upgrades based on storage space used and any adjustments to their rate as is needed by the business. Future adjustments are based off the initial rate the customer onboards with. The price list the customer has requested is nonexistent and the business is under no obligation to provide such a list. ** is requesting to haggle rates with Clutter which is not a service Clutter provides.

• Initial Complaint

  Date:04/13/2023

  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 want to cancel my subscription with Clutter.com and requested to have all my items (7 boxes) return to me on Apr 4th. I received an email 1 day before delivery from Clutter.com saying one box was delayed, and they will reschedule the missing item shipment and contact me within 5 business days. The "item return" service costed $210 despite that it was not complete for this missing box. Clutter.com did not contact me afterwards. I sent 2 emails on Apr 10th and 12th inquiring this but did not hear back. The missing item is still in their storage, and I was charged a monthly fee for $77.74 on Apr 9th. I want my missing box to be returned to me free of charge, and the Apr 9th change ($77.74) to be refunded to me.

  Business Response

  Date: 04/20/2023

  Clutter is a household goods moving company.  For a monthly fee, Clutter packs and stores customer items in secure warehouses and displays the items in a virtual inventory for easy access to customers. When a customer is ready for us to return their items, they may book a subsequent return by selecting part of their inventory or select all of their inventory to close their account via final return. 
  
  Subsequent and final returns have separate price structures as well with sub-returns billed at an hourly labor rate and the final return currently only billed at a flat service fee.
  
  The customer had 6 items left in their account when they scheduled a return for April 4, 2023. The customer chose 5 out of 6 items for this return which our system registered as a subsequent return.
  
  While preparing for the sub-return, our team was unable to locate 1 item and notified the customer of this. 4 items were returned on April 4th, 1 item was marked missing, and 1 item remained in storage. The customer's billing cycle begins on the 10th of each month.
  
  Since the customer did not select all of their items when booking the return, the appointment was only a sub-return and their account remained open. Since their account was open after April 10, they were billed another month of storage. 
  
  On April 12, the customer brought their concern to our attention via a claim and requested $100 in compensation for keeping their account open. Our Trust & Safety team reviewed their claim and met their $100 demand as a courtesy on April 13.
  
  Clutter acknowledges the error made with the lost item but does not take liability for scheduling the incorrect return type.  Item SSK2 has always been available for return within the customer's inventory. Item GWL5 remains lost since being removed from their order.  In our offer, we explained that item SSK2 is preventing them from closing their account and urged them to book a final return with SSK2 to properly end their storage term. The customer accepted our offer on April 13 which means they viewed our explanation. We also explained that item GWL5 will be returned free of charge if found. 
  
  After seeing this BBB complaint, our Trust & Safety team emailed and called the customer to explain our claim offer, answer questions, and help the customer book a final return. The customer has not responded and has not booked a final return. Since the claim offer was accepted, Clutter considers this issue resolved. 

• Initial Complaint

  Date:04/05/2023

  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 initiated a storage contract with Makespace at some point my account was transferred to Clutter of ***************** which i wasnt aware of, the company stated that I was emailed notification however I never received such email. Finally I became in contact with the company after my bank notified me of a company called Clutter attempting to take payment from my account I contacted the agency to make arrangements. Finally i was able to make a payment in the amount of $163.00 the company then took 8 additional payments without my consent the company automatically debited my account I filed a claim and the company stated its their policy however I didnt sign nor agree to any payments those payments caused me not to be able to pay my rent i had to take out a loan to pay my rent. The new balance is $683.00 and my property is scheduled to be auctioned I asked the company could i at least provide a post dated check for the 13th to pay the balance in full due to have family airlooms like pictures etc... the other items are material and i didnt care about those items i just wanted to pay for my family photos.

  Business Response

  Date: 04/10/2023

  Clutter is a full service moving and storage company. Clutter acquired MakeSpace in February 2022, and notified all MakeSpace customers of the acquisition.

  ******* has already filed a formal claim with us regarding this issue.

  By adding a card to your account portal, you enroll in automatic payments for any recurring services you might be enrolled in, such as a monthly fee for the Smart Storage service. Please review the language concerning automatic payments from the Terms of Service below:

  "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."

  The Clutter Trust & Safety Team understands that this is not the preferred outcome, but we can confirm all your correspondence was examined and a detailed investigation was completed. The payments on the account are valid per our terms of service. Customer must pay their delinquent balance in order to receive any future service such as a return. 

• Initial Complaint

  Date:04/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Clutter has granted us compensation already$140 for one hour's worth of labor. We feel that the offered compensation does not adequately address the issues experienced during our appointment on March 14. In theory, one hour's worth of compensation for two movers should equate to $280. Additionally, the service we received on March 14 was subpar. After a call from Clutter about the movers not being able to complete the job that day (because Clutter only sent two movers), the movers slowed down significantly and took two hours to complete around 45 minutes worth of work. One mover who was packing boxes kept stopping to do things on his phone every couple of minutes while the other complained about the workload loudly enough that several of our employees, including myself, overheard him. They also wasted time by having extended conversations in the hallway. At this point, I would love to resolve this situation so that we may move forward with completing our pickup and scheduling another appointment. I understand that receiving a full refund is unlikely (and quite frankly, unreasonable), but surely there must be a better solution than refunding us only an hour of one mover's laborespecially seeing as how the truck not fitting in our building's loading dock and Clutter not sending enough people to complete what was clearly an intensive job are out of our control. Would compensation for two hours of labor for two workers ($560) be possible?

  Business Response

  Date: 04/08/2023

  Clutter is a household goods moving company.  For a fee, Clutter packs and stores customer items in secure warehouses. Our appointments are scheduled within arrival windows and we text customers about important updates to their appointments such as arrival notices. When booking appointments, customers have access to important information such as cancellation policies and other appointment FAQs.
  
  The customer has been with ********************** since 2016 and on March 14th, 2023, they booked a subsequent pickup to add items into storage. This appointment was billed at a rate of $140 an hour, per mover, and the customer was billed for 8.2 hours. Our 2 mover team was scheduled to arrive between 9a-1p and texted the customer 3 times of our impending arrival at 8:32, 9:21, and our arrival at 9:38 am EST. Our labor clock began at 9:38 am EST.
  
  Our team was unable to find adequate parking for our truck at the customers pickup location which caused a delay in their appointment. Due to the delay, we did not begin packing items until 10:43 am and were unable to complete the pickup in one day. A follow-up appointment was scheduled for March 17th with an arrival window of 11 am-3 pm EST. 
  
  On March 17th, our team texted the customer of our impending arrival at 11:22 am EST and we arrived at 12:06 pm. Our movers canceled the appointment due to no response from the customer. Our team called the customer 6 times and faced the same parking issue, our movers reported no parking available for 6 blocks around the pickup address. Since this appointment was canceled on the same day, a $200 cancellation fee was charged.
  
  On March 22nd, the customer filed a claim for $200 and complained about the March 17th cancellation fee along with Clutters behavior during the March 14th appointment. After a thorough review, we approved their request by offering a $200 refund. 
  
  On March 28th, the customer filed another claim reiterating their concerns with the March 14th appointment and demanded $1,147.99. After another review, our Trust & Safety team offered $140 to cover one hour of labor. The customer disputed this and an email/phone correspondence with the Trust & Safety team was opened. The customer then requested $560 to resolve their issues.
  
  To fully resolve this issue, we agreed to meet their $560 request to cover 2 hours of labor for both movers. As of April 4, the customer accepted both claim offers and has been refunded $760 as of April 8.
  
  Since both claim offers were accepted and the customers demand was met, Clutter considers this dispute resolved.
  
  

  Customer Answer

  Date: 04/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  ******************************************

• Initial Complaint

  Date:03/27/2023

  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 paid Clutter on 3/18 for 3-hours professional moving services. They promised to provide professional moving and packing services. However, they didn't complete the service and caused damages to both furnitures and properties. Entire service is a fraud. 1. *********** I ordered is 3-hours moving, however, they worked extremely inefficiently and spent over 7 hrs for just one bed, one couch, one dresser, one desk and ******-inch TV with a few boxes, ended up a bill of $1300! Examples of Clutter's procrastination include: They did not know how to use basic tools like screwdriver, wasted hours to find tools and figured out how to use them.2. They broke my furniture. ******* was badly broken, some other furnitures have bad scratches.3. They destroyed my place, caused over 50 dents and countless scratches on walls, doors and floors.4. They made my place extremely dirty, brought in dirts, leaves, etc. They did not change shoes even after explicitly asking for.5. They did not finish their job, left many things in my old place, did not unpack staff after arriving, did not assemble furnitures before leaving, and left tons of trash and packing materials.

  Business Response

  Date: 03/30/2023

  Clutter is a household goods moving company.  The customer hired us to move their items from *************, ********** to *********, ********** on March 18, 2023. This appointment was billed at a rate of $169 an hour, and the customer was billed for **** hours totaling $1,225.25.
  
  
  On March 20th, Clutter became aware of the customer's concerns and promptly reached out when they left negative reviews across several social media sites and submitted their Item Claim. The customer complained that **********************'s movers performed poorly by moving slowly and causing damage. The customer claimed $14,998 in total damages, $2,998 for a dresser, and $12,000 in property damage. Within our initial reach out, we also asked the customer to file an Issue Claim for their overall experience. The customer filed their issue claim on March 23rd and requested a full refund of $1200. The item claim review was completed on March 22nd and the issue claim was completed on March 24th.
  
  
  We offered $300 through their Issue Claim which the customer accepted. This was a partial refund for the costs of this move as we determined this could've been completed faster. In their Item Claim, the customer was offered $300 for dresser repair and $350 for their home property damage. These offers were based on market repair rates and the level of damage seen. The customer did not purchase any protection for their move so all item damage was covered at $1/lb. The customer has disputed their item claim offers but has not provided repair invoices for further review. Clutter wishes to resolve this matter and will gladly review the claim again upon repair quote submission by the customer. ********************** takes liability for the damages but believes the $14,998 declaration to be exaggerated based on the level of damages seen in the submitted photos. The customer has not filed any other claim.

• Initial Complaint

  Date:03/21/2023

  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.

  Business was storing my items that they claimed got damaged. No images for them to show me, never contacted me regarding an incident, and the incident report just states damage. I paid to have my item stored and if they never contacted me about my damaged item and item was never returned to me, how do I know that the item was not stolen. I have told this company on many occasions that I was solely storing this piece and for them to never contact me about the damage is incorrect business.

  Business Response

  Date: 03/28/2023

  Clutter, Inc is a household goods moving business that provides item storage within warehouses. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas. On Oct 28, 2021 the complainant began a subscription to ******************* similar to the services Clutter provides, to store personal belongings in storage. Clutter merged with MakeSpace in February 2022. 
  
  On March 9, 2023, the customer filed a claim with ********************** in regards to a damaged item. As no additional Protection Plan coverage was purchased by the customer, the claim filed was evaluated under Clutters minimal $1/lb protection plan. With the complainants original protection agreement with Makespace this protection was $0.60/lb. Makespace offered customers the opportunity to purchase additional protection for up to $2000 in aggregate and the complainant declined to purchase additional protection. 
  The complainant scheduled a final return of her items that was completed on Mar 9, 2023. The customer filed a claim and was offered $400 per weight of the item under Clutters Limited Security Warranty Policy.
  On March 21st, a member of our Trust and ***************** gave the customer a call to find a potential resolution to close out their claim. The customer refused an increased offer of $900 above the Protection Plan policy. On March 28th, customer filed an issue claim requesting additional compensation for their overall experience. As a gesture of our customer appreciation, $60 was offered as a courtesy. 
  Clutter is open to working with the customer to find a fair claim resolution. The customer has been reluctant to accept the higher offer at this time. 
  
  

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19631364
  
  I am rejecting this response because: That is not acceptable. They threw out my item without telling me. They can not spend me proof of my item being damaged, how do I know that it wasn't stolen? It was also damaged month prior to my knowledge. I was never informed about my damaged item when it was originally damaged. I paid for storage because that specific piece was special and to find out that the piece got damaged is upsetting and then to know it was damaged for months without them telling me its ridiculous. They didn't give me the the opportunity to remove my other items so I feel cheated. If I knew my special piece was damaged I would have come down to the warehouse and removed the rest of my items. I was never informed on the type of damage, could I have gotten it fixed or replaced? They said the mirror cracked but I had other missing pieces. Did it crack in 1 place? They did not conduct themselves appropriately after I have been storing there for way over a year. I am a paying customer and to find out that what I was paying for was thrown out is inappropriate business and unprofessional. If I am paying monthly for them to store my items, I should be told updates about my items and I never heard one thing about it until I filed a claim after all my stuff was delivered. I had people in my home and they didn't even say anything to me. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/04/2023

  The item was disposed because of the damage. The item is mirrored doors to a wardrobe and the broken glass presented a hazard to Clutter warehouse staff and would have presented a hazard to the customer if the item was returned. ********************** maintains the right to dispose of items that present a hazard to our staff and this policy is outlined in our terms of service. In ************* Customer Items we clearly state:

  "Clutter or any of its employees, subcontractors, or other authorized agents may, at any time, in their sole discretion and without notice to you, open any Customer Items to inspect the Customer Items if **********************: (i) believes, in its sole discretion, that the Customer Items may include any Prohibited Customer Items; (ii) is required to do so by the law enforcement, fire services, local authorities, or by court order; (iii) determines, in its sole discretion, it necessary for account or warehouse maintenance; or (iv) considers it necessary, in its sole discretion, in an emergency or to prevent injury or damage to persons or property."

  Thus the disposal of the item is valid under clause (iv) of this paragraph. The terms of service serves as a binding contract between Clutter and our customers and must be accepted in order to use our service. The complainant baselessly accuses Clutter employees of theft despite being informed of the item's disposal and being offered compensation for the item.

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19631364
  
  I am rejecting this response because: There were 3 doors that were supposedly damaged and only 1 of the doors were mirrored, so the facts aren't event accurate. I would like to know in their legal bylaws where it says an item can be disposed of without informing the client (ever) and allowing monthly payments to continue without letting clients fully aware of their disposed of items. When you have no evidence of damage and never tried to contact me regarding my damage, my opinion is not baseless. If the company agreed to pay me back for the additional months where I would have removed my items because I felt like the care was not up to my standards, I would drop my case, but that has not been offered. I would agree to $1000 for my damage. This is incredibly disappointing. I was never given the opportunity to remove my items. I paid for months of storage that I would have removed my items and been okay receiving the $400 for damage. They never notified me about damage to my items. The incident occurred in August 2022 and I was only notified in March 2023 when my items didn't come back. Just accept the wrong doing and reimburse me for the mistake and we can all move on peacefully. Mistakes happen, but I was never notified and mislead and that is wrong. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/15/2023

  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.

  When my company, Make Sense, moved out of offices in ****************** we stored our office furniture with Clutter. The employee who arranged the transfer of our office furniture, *************************, is no longer with our company and has been personally harassed for the outstanding payment. We have found it impossible to get anyone on the phone at Clutter to help us settle this matter. We have emailed and used the contact form on their website and requested they contact me regarding this account several times. To date there has been no response. My contact information is on this complaint form.

  Business Response

  Date: 03/17/2023

  On March 23, 2022, the customer submitted a ticket through the portal that they wanted to switch account ownership. Clutter responded to this email three times on March 23, 24, and 26th with instructions on how to transfer the account. We never received a response and the account was not transferred. Since then, we had been trying to get in contact to settle the delinquent balance. On February 8, 2023, the account owner contacted us and we advised that in order to transfer the account, they must do so online with the new owner's information. Then on February 23, 2023, we responded to another email with instructions on how to transfer account ownership. That same day, we sent notice that the account was scheduled for auction for non-payment. 

  The account was never transferred over to another owner, despite multiple attempts from Clutter to advise how to do so. As the account remained delinquent for almost a year, the account was auctioned on March 8, 2023. 

• Initial Complaint

  Date:02/16/2023

  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.

  I have an outstanding balance with Clutter. I can not afford to pay off the balance so a government assistant program offered to pay off the balance. I was asked to obtain from Clutter the original ************* an invoice with the full amount. They refused both. I was told they do not have the original contract. And there is no way for them to provide me with an invoice of the full amount.

  Business Response

  Date: 02/24/2023

  ************************* reached out to us requesting a single invoice for all of their past-due charges in addition to a contract made with MakeSpace.
  
  
  Clutter acquired MakeSpace in 2022 and the terms of service and agreements are all online at ******************************************************;
  
  
  MakeSpace was similar to this as their terms of service were only available to view online as well. 
  
  
  Following Smiths request, we emailed an offer to vacate the storage unit for a discount on their delinquent balance. ***** is currently delinquent $2,135.40. We have sent a document with a settlement offer of $420.21 to receive their items back and settle the balance.
  
  
  The agreement is entirely digital and provided via Docusign. ***** has not accepted this offer as is still currently delinquent $2,135.40. Should ***** accept the pay-to-vacate offer, this would serve as a single invoice for the entire delinquent balance and they would receive their stored items back to them.
  
  
  ***** can view all of the invoices through their account portal at Clutter.com under the billing section. 
  
  
  ***** has been unresponsive to our multiple calls and emails.

• Initial Complaint

  Date:02/12/2023

  Type:Customer Service 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 stored my items with Clutter because they supposedly offer partial delivery and access to your items throughout the time your items are stored. To start with the movers/packers were completely clueless. They tried several times to stop packing. I should've taken this as a red flag and allowed them to stop and chosen a different company, but instead I explained to them their own policies so that they could complete the service. Around December I reached out for my first partial delivery. I was told I could only do a final delivery and that upon doing that final delivery I would first need to pay out the remainder of the contract or they wouldn't deliver my items. I've been going back and forth with them bc if I get my items early I'll still have to pay more to store them again, yet I'll have already paid them to store them. This is costing me twice as much when they did not provide the service in the contract. I've spoken to ******, *******, ******************************** again, ****, and *******. I've had to repeat the issue over and over and have gotten no resolution. They all say someone will call me, no one has called. They all say I have to pay out a contract that they've broken by not allowing me partial return of my items.

  Business Response

  Date: 02/18/2023

  Clutter is a full-service storage company. For a charge Clutter packs, moves, and stores a customers items within a designated service area (also called delivery zone). Clutter offers multiple storage terms and our longest 8-month term offers the biggest discount on monthly storage rates. We also offer 4-month and monthly terms at higher costs for more flexible customers.  The customer began their ********************** with ********************** on 8/25/22 and chose an 8-month commitment term in our ******, ** service area. 
  
  In Nov 22', the customer reached out to schedule a partial return of their items due to having difficulty scheduling it in their account portal. The customer provided us with a *********** delivery address which is outside of our ****** service area. We then informed the customer we'd only be able to offer a return of all items due to being outside of the ****** service area. Since the customer's term commitment ends on 3/26/22, we also informed them they would need to pay the remaining storage balance before scheduling the final return. The customer disputed this and felt that ********************** wasn't honoring the agreement made and stated we weren't fulfilling our service. As a courtesy, we credited their account $50. 

   The customer did not reach out again until Jan 23' and made the same request for partial delivery. We clarified the service constraint once more and the customer requested a phone call to discuss scheduling the final return. No one at Clutter followed up with the phone call. In early Feb 23' the customer contacted us again and their dispute was escalated to the Trust & Safety team. To resolve the matter, we offered $120 to offset their $200 account closure fee. On 2/18/23, we attempted to resolve this further by reaching out to the customer to hear their complaint and offered an additional $80 to cover the remaining term balance and booked their final return for 2/23/23.

  By scheduling an appointment, all customers agree to our *****************

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

  Regarding delivery zones:

  "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 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, including, without limitation: unsafe travel or weather conditions; unsafe onsite conditions; harassing, rude, or threatening conduct by Users, whether actual or perceived; limited, no, or obstructed access to the Pickup Address or Delivery Address; exposure to or evidence of insect, rodent, or mold activity or infestation; complications due to a User being evicted from a Pickup Address or Delivery Address; **************************** or state tariff regulations; labor shortage; unexpected logistical challenges; prior or current unpaid account balances or incomplete documentation; or any other reason." 

  Regarding storage terms:

  "You may cancel your ************ Services at any time once the minimum storage term you committed to has been met; however, you will not receive a refund for the then-current subscription period. If your ************ Services are canceled before the minimum storage term you committed to has been met, all applicable fees (including payment for the remainder of the minimum storage term and any applicable termination fees, disposal fees, and/or return fees) will be due and charged to you upon booking a final return of the Customer Items. To cancel the ************ Services, book a final return of the Customer Items through your ********************** Account at ******************************************. When you cancel the ************ Services, you cancel only future charges associated with your Clutter Account. You may notify us of your intent to cancel the ************ Services by booking a final return of the Customer Items, but the cancellation will only become effective at the end of the subscription period in which we perform your final return. You will continue to have the same access and benefits of the Services for the remainder of the current subscription period.
  You may cancel the Moving Services at any time by canceling any scheduled appointments and paying any outstanding fees due to Clutter through your Clutter Account at ******************************************.
  Upon cancellation of the Services for any reason, you must contact Clutter promptly to arrange for delivery of your Customer Items, if applicable. If within 45 days following cancellation of the Services for any reason you fail to arrange for delivery of all of your Customer Items, then ********************** may process the Customer Items in accordance with the provisions of the following section titled Clutters Right to Withhold or Dispose of Customer Items.
  If you commit to a minimum payment term for any Services, you remain obligated to pay the full amount of any such minimum payment term you have made to Clutter, regardless of whether and at what point you cancel your Clutter Account."

  In total, we've offered $250 in credit to resolve the customer's complaint. We acknowledge our mistake in not reaching out to the customer via phone when requested which factored into our resolution.
  

  Customer Answer

  Date: 02/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********************************************