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

  280 Fullerton Ave Yonkers, NY 10704

• 

  Clutter Self-Storage

  3046 Northern Blvd Long Is City, NY 11101-2816

  
• 

  Clutter Self-Storage

  5601 Foster Ave Brooklyn, NY 11234-1027

  

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

• Initial Complaint

  Date:02/06/2025

  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.

  Complaint Against Clutter Overcharging, Poor Service, and Property Damage I am filing this complaint due to Clutters unauthorized charges, failure to deliver promised services, property damage, and poor customer support.1. Overcharging & Unfair Fees My move was on February 4, 2025, and I was charged $1,024.Clutter billed me at a higher month-to-month rate while also charging an early termination feewhich is contradictory.Customer service wasted 8-10 hours of my time, acknowledged the issue, but refused to adjust the charge due to a tech issue on their end.2. Property *************************** Claims Clutter broke my study desk, bedside table, and TV.The TV box arrived broken open with metal stands inside and no longer works.Despite paying for insurance, Clutter denied all claims, even though their team caused the damage.3. Failure to ********************* I paid extra for full-service delivery and assembly ($460 + $155/hr), but the team refused to assemble anything.They claimed Clutter did not provide tools and were instructed not to assemble furniture.I had to hire a separate handyman, adding to my costs.4. Poor ************************Charging My Card *********************** customer service is unresponsive and makes customers wait on calls with no resolution.Despite these issues, they auto-charged my card for the full $1,024.Requested Resolution I request that Clutter:1.Issue a partial refund for incomplete service.2.Process my insurance claims for the damaged items.3.Remove the unjustified early termination fee.Clutters handling of my move was unacceptable. I expect BBB intervention to resolve this.

  Business Response

  Date: 02/14/2025

  Clutter is a full-service moving and storage company. For a fee, Clutter packs, stores, and digitally inventories customer items in one of our warehouses. Customers can manage their inventory online and schedule appointments as needed to remove or add items into storage.  Customers may file an item claim for damaged or lost items and an issue claim for billing concerns.  The customer joined ********************** on **/9/2024  and closed their account on 2/4/2025. The customer stored on a month-to-month basis without any commitment. 
  
  On 1/23/2025 the customer reached out to our chat support about the early termination fee that was on their account. Our support team did not resolve the issue at this time but confirmed the customer should not have any fee due to the lack of commitment. The customer reached out to our chat support again on 1/29 where we confirmed this was a bug and we opened an internal tech ticket to remove the fee from their account. 
  
  On the day of their 2/4 final return, the customer filed an item claim for a damaged desk, nightstand, and TV. Initially, their entire claim was denied due to their furniture containing MDF and no damage was seen on their TV. We did not have any internal report confirming our team dropped the TV or that it was damaged while in storage. The customer disputed this outcome and emailed our Trust & Safety team on the same day. After responding to the customer and clarifying our policies, the customer continued to dispute and we decided to make an exception to our MDF policy exclusion. Our updated offers cover the fair value to fully replace their furniture. We maintained our denial of their TV and asked for evidence of physical damage. The customer has yet to respond to our email on 2/4. 
  
  The customer did not contact us to dispute their billing charge nor did they file an issue claim to request compensation. Our Trust & Safety team reached out via phone and email on 2/11 to gather feedback from the customer in hopes of resolving their concerns but have not heard back from them. They are free to file an issue claim for their billing concerns and provide proof of damages to their TV for further claim review. The customer was never charged the $150 account closure fee as this was a leftover amount from when they stored with us in the past. According to our records, we did not notice any error with their final return fee but again are happy to review any issue claim the customer may submit. 
  
  The Limited Security Warranty does not apply to, and Clutter shall not in any event be liable for, any loss or damage that falls into the following categories: [...] (ii) loss of or damage to any Prohibited Stored Items (as defined in the Agreement); (iii) loss or damage to composite wood items, such as pressboard, particle board or ready-to-assemble furniture [...]
  
  Per Clutters Limited Security Policy Warranty, loss or damage to the internal workings of electronic items are not covered. If this is taken to be repaired and there is any evidence of physical damage that is exposed, please feel free to submit documentation to the Clutter Trust & Safety Team for reanalysis.
  
  You can review the Limited Security Warranty Policy here: ***************************************************************************;

• Initial Complaint

  Date:01/29/2025

  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.

  Clutter Moving and Storage This is the first time I have ever filed a complaint against a company. But I am so frustrated and alone that I am stepping up. As a new business, Clutter was once a solid and ethical organization. It started as a good for you, good for us arrangement. But they changed everything by hoodwinking their clients. They had one contract and then suddenly without notice imposed a different and extremely costly new fee structure on their long term customers. A ****** search will share volumes... They also have an offshore group now managing billing. They are very aggressive and unscrupolous in their practices and policies. I have repeatedly tried to communicate with them without success. Can you PLEASE assist in getting this company to behave ethically and legally. At this point I am angry and hopeful for a class action lawsuit I can participate in. I have until now always avoided such efforts not believing in taking advantage of others including businesses. But this company has so disappointed and caused me to choose otherwise. Please please help! Thank you- *** @ ************ phone

  Business Response

  Date: 01/30/2025

  Clutter updated our Terms of Service in 2022. Clutter notified all customers with 30 days notice of the changes and encouraged customers that did not like the changes to the business to schedule a final return and to cancel service. Clutter's Terms of Service states:

  "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."

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

  Clutter's support team is easily accessible through customer member portals. ********************** additionally has a call center that maintains operations and services customers seven days a week. **********************'s Senior Customer support team makes regular calls to the complainant's primary number ************ to assist with resolving the delinquent balance on the customer's account but have been unable to reach her. The customer is welcome to contact ********************** via her account portal to establish contact via email. Customers can file claims internally with ********************** via their account portals. The complainant is welcome to submit a written claim via her account portal to contest any charges or raise any other issues and Clutter will work to resolve issues with her directly through our documented claims process.

• Initial Complaint

  Date:01/21/2025

  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 utilized this service as storage for home items before (Nov-Dec 2024) I moved from ** to ******** on Dec 1. A week prior to my moving I asked to remove all of my stuff from storage. They confirmed with me that Id be able to take all my things. On the day of my move, just two hours before Im supposed to go to ***, I received a vague email that I couldn't get half my items all of which included my bedframe, my TV and upwards of maybe $5k. At the storage facility, an employee told me that it in instances like these since it wasnt my fault that my things could be driven to a New York warehouse when ready. Clutter offered no follow-up that I didn't have to force them to give me. They have been uncommunicative and unhelpful and whats worse is that someone via email ***** of ************** Team told me that the warehouse holders lied and I cant get my stuff Sent to ********. Ive asked them to call me multiple times and they havent done so and they wait till the end of the day to email me and it takes virtually weeks to have a single conversation. They bury themselves in email conversation and no one has made any effort to call me. All of these things were purchased by my late mother and I really want my things back and delivered to *** or a Clutter facility as NONE of this is my fault. I should not have to pay them more money for issues they've created. Im infuriated by this company. I am presently sleeping on the floor in my home because of their negligence. I have told them time and time again I do not have the capacity to return to ** to get my things and they have constantly provided insufficient communications. In addition to this they tried to charge me for the month that my things were held against my will, and I only got a resolution from this financial strain by contacting my bank and alerting them to the fraudulent charge.

  Business Response

  Date: 01/27/2025

  Clutter is a moving and storage company that provides appointment-based pickups and returns for its clients furniture and other home goods. Clients items are palletized and placed in warehouse storage facilities on warehouse shelving. Clutter offers these storage services on an automated and recurring monthly subscription basis, billed every month beginning on the day of the initial storage pickup. Clutter also offers supplemental Protection Plan coverage, billed separately but on the same automated cycle.

  ****** ****** first contracted Clutters services on 21 October 2024 for an appointment serviced on 31 October 2024. Felders items were picked up in the ** area, and stored in our nearest warehouse in ********, **. As ****** received an Onboarding appointment on the 31st, Felders monthly billing cycle is on the final day of each month (28th, 29th, 30th, or 31st, depending on the month and year).

  On 25 November 2024, ****** scheduled a Warehouse Pickup appointment for 1 December 2024. A warehouse pickup appointment is an appointment type in which a client, or a clients chosen third-party moving company, brings a truck to Clutters warehouse staging area. Clutter pulls the clients items from warehouse shelving, depalletizes the items, unwraps the items, and stages the items at a staging area for pickup. Staging occurs at any point between the night prior to the appointment to the time of the appointment. These types of appointments are billed on the basis of $0.75/cubic feet (cuft) of items serviced.

  Because Felders items remained in storage on the date of Felders billing cycle, on 30 November 2024, ****** was automatically billed the full monthly storage charge of $338/month, plus the $25 Protection Plan coverage. Per our Terms of Use, visible at ***************************************************************

  "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. [...] 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 ********************** 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. Any change to our ********************* pricing or payment terms shall become effective in the billing cycle following notice of such change to you as provided in these Terms. [...] You may cancel your ********************* 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. [...] When you cancel the *********************, you cancel only future charges associated with your Clutter Account. You may notify us of your intent to cancel the ********************* 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.

  On 1 December 2024, while our warehouse team was preparing Felders order, the machine our warehouse uses to pull furniture off warehouse shelving unfortunately broke down, preventing Clutter from completing the 1 December 2024 order until the machine was fully repaired. Clutter immediately notified ****** prior to the appointment, and encouraged ****** to reschedule for the remainder of the furniture that could not be placed in the staging area. ****** elected to pick up the items that were able to be staged for pickup, and transported these items to ********, **, leaving all remaining items in the ********, MD, warehouse.

  Clutter has a claims process for quality-of-service and billing-related issues. Claims for these issues are called Issue Claims. On 3 December 2024, ****** filed an Issue Claim regarding this experience. Clutter provided a $105 billing correction to Felders original $363 appointment bill, which accounted for the $0.75/cuft for the items that could not be serviced.

  ****** reached out to the Trust and Safety team, which holds sole purview over claims, on 3 December 2024 after receiving the claim ruling. ****** was offered the additional courtesy waiver of the November - December billing cycle, and was provided instructions on how to claim the $326.73 prorated amount. However, as ****** had already disputed the charge with ************* those funds were frozen on Clutters end, preventing Clutter from providing that refund until the bank dispute is dropped and the funds are re-released to Clutter. Once the dispute is dropped, the prorated refund offer of $326.73 will again be accessible in Felders Account Portal at **********************************.

  ****** now lives outside the DC Warehouses Delivery Zone. As Clutter is not (nor ever has been) a long-distance moving company, Clutter can only deliver items to a location within the warehouses service area. The list of locations Clutter can deliver Felders items can be found here: **********************************************************************************************************.

  Per Clutters Terms of Use, visible at ***************************************************************

  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 ************************** 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: [...] Department of Transportation or state tariff regulations; labor shortage; unexpected logistical challenges; prior or current unpaid account balances or incomplete documentation; or any other reason.

  While we acknowledge this created an unfortunate circumstance, Clutter was within its rights to cancel the appointment due to unavoidable operational issues, and is neither able nor liable to deliver Felders items to NY from DC.

  The broken machine was finally fixed on 7 January 2025, at which time ****** was instructed to book a second Warehouse Pickup, or a delivery within the DC Warehouses Delivery Zone. Upon hearing this news, ****** stated the ************'s employees informed ****** that Clutter offers delivery services from ** to **. To reiterate, Clutter is not, nor ever has been, a long-distance moving company, and a DC to NY delivery is far outside the scope of Clutters services. When repeatedly asked, ****** would not provide any evidence that any member of Clutter promised ****** this service. The Trust and Safety team conducted an internal investigation of this claim, and was ultimately unable to find any evidence that corroborates Felders statement.

  The Trust and Safety team presented ****** with the delivery options available within Clutters scope of services: a warehouse pickup, or a delivery within the Delivery Zone. Clutter is waiving the Clutter-side costs of these appointments, but will not cover any third-party costs, such as hiring a long-distance mover. Per the Limited Security Warranty, visible at *****************************************************************,

  "The Limited Security Warranty does not apply to, and Clutter shall not in any event be liable for, any loss or damage that falls into the following categories: [...] (vii) loss of business, sales, revenue, profits or anticipated savings."

  ****** is currently coordinating with the Trust and Safety team the return of Felders remaining items in storage, and ****** is concurrently working with a third party to receive Felders remaining items within Clutters Delivery Zone. Should ****** have any questions, we encourage ****** to utilize established communication channels with the Trust and Safety team.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: ********
  
  I am rejecting this response because: this is in regard to the same company. I have already filed with BBB. My complaint was #********. It was a lackluster resolution but my partner was going to retrieve my items this weekend in **. Everything was confirmed and scheduled. However, yet again I received an email that my things could not be picked up and my appointment was cancelled. I am extremely angry and at this point I am requesting that my things be delivered to my home in ************* as I originally asked. i moved out of ** in December and have still not received MY possessions. This company and its **************** have been unhelpful and unprofessional and I am preparing to take legal action.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/25/2025

  Clutter is a moving and storage company that provides appointment-based pickups and returns for its clients furniture and other home goods. Clients items are palletized and placed in warehouse storage facilities on warehouse shelving. Clutter offers these storage services on an automated and recurring monthly subscription basis, billed every month beginning on the day of the initial storage pickup. Clutter also offers supplemental Protection Plan coverage, billed separately but on the same automated cycle.
  
  The customer contracted with ********************** on October 21, 2024, for storage services, with a pickup from the *************** area scheduled for October 31, 2024. The customer hired ********************** for ********************** services on October 21, 2024.  The monthly subscription plan is billed according to the subscription plan the customer has agreed to upon the booking of their initial appointment. Storage plan sizes are subject to change depending on the number of items picked up initially during the onboarding appointment. 

  
  On November 25, 2024, the customer scheduled a warehouse pick-up for December 1, 2024. Clutter provides options for customers to book a Facility return to pick up items directly at our warehouse. On December 1, 2024, due to an unexpected delay, prevented the completion of the customer's return appointment. The customer was informed beforehand and opted to pick up the items that had been staged, leaving the remainder in storage. On 12/1/24, a total of 22 items were returned to the customer. The remaining 15 items were returned on Feburary 22, 2025, free of charge.
  
  
  The customer filed an issue claim on December 3, 2024, regarding the delay in the return of their items. In response, a billing correction was applied, and a credit of $105 was issued for the incorrect labor charge, reducing the initial bill of $363. The credit was processed on December 12, 2024.
  
  Clutter has provided the necessary compensation to the customer related to her concerns. ********************** considers this matter closed as the customer accepted the filed issue claim approved amount. The customer is free to file additional issue claims and Clutter will review accordingly. 
  

  
  

• Initial Complaint

  Date:01/16/2025

  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.

  Moving service was scheduled by my roommate, I did not authorize the service but they ended up taking my items and storing them, somewhere along the way my signature was forged. Upon calling my only options were to fulfill the agreement or pay an insane amount of money to get my items back. Upon fulfilment and after being forced to pay around $1800 and the return of my items on 12/17 they caused $5000 of damage to my personal belongings, I tried to dispute this with Clutter's dispute team in which they offered me a reimbursement of $160. This is the most fraudulent criminal company there is, they steal your personal belongings, hold them in an unknown warehouse somewhere and make you pay them just to return them to you destroyed, I can't believe they're allowed to operate.Attached are pictures of the damaged returned items A irreplaceable one of a kind China cabinet worth $4000 My daughters dresser worth $1000 and an oversize ottoman worth $800 Attached also is the forged signature on their contract as well as a picture of my government ID with my actual signature and a piece of paper I signed for comparison.

  Business Response

  Date: 01/23/2025

  Clutter is a full-service moving and storage company. For a fee, Clutter packs, stores, and digitally inventories customer items in one of our warehouses. Customers can manage their inventory online and schedule appointments as needed to remove or add items into storage.  Customers may file an item claim for damaged or lost items and an issue claim for billing concerns.  The customer joined ********************** on 4/29/2024 and closed their account on 12/15/2024. The customer had an ******* commitment which ended on 11/30/2024.
  
  Clutter first became aware of this customer's issue when they filed this ******************** complaint on 1/16/2025. The customer has accused us of fraud and is unhappy with paying storage costs for items they say were never meant to be stored with Clutter. They are also unhappy with our offers for their item claim. Prior to the complaint, the customer filed an item claim on 12/16/2024 which was reviewed according to their $1/lb protection plan. Only 2 of the 3 claimed items were approved with the denied item falling within our composite wood policy exclusion. 
  
  Upon reading their BBB complaint, the Clutter: Trust & Safety team reached out to the customer via a phone call on 1/21/2025. The customer reiterated the points made in their BBB complaint - that Clutter fraudulently stored items without their consent when their ex-roommate stored their items and that we provided an unsatisfactory offer for their item claim. During the call, we asked the customer if they filed a police report or civil suit against their ex-roommate and the customer said they'd done neither. The customer stated they shared an email address and billing account with their ex-roommate that was used to pay for utilities and various shared services that was under the customer's name and banking information. The customer said that the only proof they have of this being fraud is by comparing the signature on their driver's license to the signature seen in their appointment documents that they claim is forged. The customer also stated they have been contacting us about this issue for the past 8 months. To resolve their complaint, the customer asked us to increase the offer on their item claim and refund all storage charges. We asked the customer if they have any alternate email or phone number that they contacted our support team with but the customer assured what we have on file is their correct contact information. 
  
  After the phone call, the Trust & Safety team completed a full review of this customer's account. Based upon the email and phone number attached to their account, we have no record of the customer reaching out about these issues until the BBB complaint was filed on 1/16/2025. The customer was advised to file an issue claim for their billing request and was notified we'd give their item claim another review. 
  
  The customer filed their issue claim on 1/21/2025 which was denied the same day. Their item claim was reviewed again on 1/23/2025 with approval for all 3 items. we determined that their $1/lb offers would be enough to repair the Clutter-caused damages and we made an exception to our composite wood exclusion. Though we compared the signatures, Clutter staff are not handwriting experts and the customer was urged to file a police report for their fraud accusation. Their account name, contact information, and billing information are all in the customer's name. We could not find any support request prior to 1/16/2025 to validate their complaint. 
  
  The Clutter team did attempt to resolve this customer's concerns but ultimately we are unable to verify their fraud accusation. We did make an exception to an exclusion in our Limited Security Warranty Policy as an act of good faith. All monthly storage fees and appointment labor charges are valid.
  
  The Limited Security Warranty does not apply to, and Clutter shall not in any event be liable for, any loss or damage that falls into the following categories: [...] (ii) loss of or damage to any Prohibited Stored Items (as defined in the Agreement); (iii) loss or damage to composite wood items, such as pressboard, particle board or ready-to-assemble furniture [...]
  
  You can review the Limited Security Warranty Policy here: ***************************************************************************;

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22819817
  
  I am rejecting this response because:

   

  They are holding a policy against myself when the policy was agreed to and signed for by a fraudulent party. The phone line they are referring to is a home forwarding line which all parties had access to. No documents were presented to or authorised by myself. 

  
  Per the *** Payments and Billing:

  Under the law, businesses must take steps to ensure that charges to customers' credit cards, debit cards, phone bills, and other accounts are authorised. Those principles apply to mobile payments, too. It's also illegal to bill people for negative options, automatic shipments, or continuity programs without their express consent.

  Express consent was never given for these charges. There is no written or expressed agreement to any terms other than a fraudulent signature. 

  
  ****** ****

  Business Response

  Date: 01/24/2025

  Customers agree to **********************'s Terms of Service when booking an appointment thus a handwritten signature is not required to agree to these terms. Customers are provided various documents before and after their appointments such as a Bill of Lading, Estimated Costs, and Inventory Form requiring signatures. These documents are for legal compliance purposes and do not affect storage agreements. While Clutter does employ various methods to protect against credit card fraud, document signatures are not typically checked for forgery. Occasionally, an account holder may use a day-of-contact to supervise an appointment in their stead, resulting in mismatching signatures. 
  
  As a registered LLC, Clutter abides by all applicable laws and regulations. The customer has admitted a 3rd party had access to their home, items, and payment methods. They have not submitted sufficient documentation showing this is a fraud case. This appears to be a civil case between the customer and a 3rd party. We maintain that Clutter is not at fault here and are open to working with the customer to resolve this but their fraud accusation is currently denied. 
  
  Per our Terms of Use, visible at ***************************************************************
  
  "If you open a Clutter Account on behalf of a company, organization, or other entity, then: (a) you includes you and that entity, and (b) you represent and warrant that you are an authorized representative of the entity with the authority to bind the entity to these Terms, and that you agree to these Terms on the entitys behalf. [...] Clutter will not be liable for any losses caused by any unauthorized use of your Clutter Account."

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22819817
  
  I am rejecting this response because:

  "Customers agree to **********************'s Terms of Service when booking an appointment thus a handwritten signature is not required to agree to these terms."

  Clutter is holding me responsible for an appointment that was not booked by me, therefore no terms of service were agreed to.

  "A vendor has a responsibility to take reasonable steps to verify the legitimacy of a check or credit card before accepting it as payment, which includes checking for potential signs of fraud by comparing signatures, billing addresses, and other identifying information with the provided details, and utilizing available security features like chip-and-pin technology on card readers; failing to do so could leave them liable for fraudulent transactions depending on the circumstances and payment processor policies."

  Clutter did not due it's diligence to verify signatures or other security features and instead accepted the presented payment without identification or cross reference. 

  This is also considered a crime on behalf of clutter. 

  All suits are between myself and clutter for continuing to process payment without authorisation and knowingly committing fraud in full admittance given the following response "While Clutter does employ various methods to protect against credit card fraud, document signatures are not typically checked for forgery". It is clear clutter disregarded steps to check for forgery or validate the payment and the validity of their own service agreement and the involved parties.

  This also does not take into account the damage cause by the negligence of clutter's moving team to personal items, which far exceed the value of what was charged. 

  This claim will not be dropped without financial compensation for the damages caused but the negligence of the provider. 

  
  ****** ****

  Business Response

  Date: 01/24/2025

  As the customer is accusing ********************** of a crime, we are not able to assist them in this regard. They will need to contact their local law enforcement for assistance. The customer does not have access to internal procedures that Clutter follows to mitigate fraud cases and is making accusations based on opinion. The customer is free to seek legal counsel for this matter. 

  Their item claim was reviewed according to their $1/lb protection plan and we determined that our $1/lb offers matches the fair values for repair, repainting, and cleaning of their claimed items. The customer's chest contained pre-existing damages as evidenced from the inventory photos our team took on the day of pickup thus we shall only cover the new damages. The customer is free to send in repair invoices for their damaged items for additional review but we cannot guarantee an above policy offer at this time. 

  Should the customer involve law enforcement or legal representation, Clutter will fully comply with any information request. 

  
  

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22819817
  

  Accusations are not being made. The above response was solely based on the clutter resolution teams response above, where they openly admitted to not confirming or validating signatures for payments or services rendered: "While Clutter does employ various methods to protect against credit card fraud, document signatures are not typically checked for forgery." openly admitting that they did not check or confirm the validity of the signatures, therefore not upholding their part and violating Penal Code 470 PC California Forgery Laws. 

  Also, all damages accusations made were clearly notated and photographed per return of the item in question, these were all new damages and are not pre-existing in original photos. Clutter is now attempting to falsify information on the perceived condition of the item. 

  I am still open to resolution before a demand letter is sent,pursuant to California law prior to submitting a claim in court. 

  
  ****** ****

• Initial Complaint

  Date:01/15/2025

  Type:Delivery 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.

  Date of the Transaction:The initial transaction occurred in April 26, 2024, with the final delivery date on January 11, 2025.Amount Paid to the Business:We paid a total of $2,987.90, which covered packing, 8 months of storage, and delivery services.What the Business Committed to Provide You:Clutter committed to safely pack, store, and return all of our belongings in their original condition. This included secure storage and timely delivery of all items.Nature of the Dispute:Upon delivery of our items on January 11, 2025, several of our belongings were missing, and one was damaged:- A 44-inch ******** (missing)- A fully stocked toolbox containing drill, drill bits screwdrivers, nails, measuring tape, and other tools (missing)- A mattress topper (missing)- An air humidifier (missing)- A lamp (delivered broken)Despite providing screenshots and emails confirming these items were in Clutters possession and listed in our account, they mysteriously disappeared. We were initially told the items would be delayed, but they later vanished from our account, and a representative claimed they were never there.Attempts to resolve the issue with Clutter have been met with repeated denials of responsibility and dismissive communication. Their handling of this situation has been unprofessional and unhelpful, and we have lost over $1,000 in belongings, of which they've claimed only $49 of damages.We have contacted Clutter numerous times via email and phone, providing proof of the missing items and requesting resolution. However, the company has refused to accept responsibility beyond $49.00 of damages, denied our claims, and made no effort to address the missing and damaged items.This experience has caused significant stress and financial loss. We trusted Clutter with our belongings, and their failure to deliver on their promises has been deeply disappointing. We are requesting a full investigation and compensation for the missing and damaged items.

  Business Response

  Date: 01/23/2025

  Clutter, Inc is a household goods moving business that provides item storage within warehouses and services A to B local moves. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas.

  
  On January 12, 2025 Angelyce reported missing and damaged items after their truck to truck final return appointment on January 11, 2025. Upon Clutters internal investigation, we accepted liability for the following lost items: toolbox, air humidifier, decorative picture, and bag and issued an offer to Angelyce in alignment with the protection plan Angelyce elected upon signing up for Clutter. 

  
  Subject to the terms, limitations, exclusions, and conditions of this Limited Security Warranty Policy and the Agreement, and solely to the extent covered by Clutters insurance policy, Clutter will reimburse you for: Loss of or damage to your properly packed Stored Items that have been tampered with, lost or stolen while in Clutter's possession, up to a total maximum of US $1.00 per pound in aggregate per User (the "Limited Security Warranty")
  ***************************************************************************************;
  After Clutters internal investigation, we were unable to identify Clutters liability for the reported missing mattress topper and TV as these items were scanned as returned on January 11, 2025. 

  
  Additionally, this was a truck to truck service appointment. ******** hired a third party company to retrieve the items from Clutter. Upon investigating the damages to the reported lamp, we determined that the item was handled by a third party company once out of Clutters possession resulting in denied coverage for the lamp.

  
  In order to be eligible for reimbursement under (ii) or (iii), you must timely notify Clutter of any applicable damage while Clutter personnel remain present during or after the performance of services. Clutter shall have the right to decrease or deny reimbursement to the extent that your or a third party's negligence or willful act contributed to the claimed damage.

  
  We have since spoken with Angelyce and re-issued an offer above the limitations of their plan of $1/lb and Angelyce has since accepted the offer. 
  

  
  

  Customer Answer

  Date: 01/24/2025

   
  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:01/06/2025

  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.

  - Initial contract date: 3/30/21 - I used Clutter's "full-service" package to have movers pack, label, take photos of my household items, and move everything to storage.- Upon arrival at the storage unit, a photo of a shattered glass tabletop appeared in my Clutter account. Someone at ********************** took the photo of the shattered glass.- I contacted the Clutter Claims Team - the claims team says the item would be covered by a $1/lb coverage - so a $30 reimbursement for a 30 lb item. However, the Clutter records show that the Callbox driver marked my items as 'wrapped by customer' which was incorrect. The items had been wrapped by *******, delivered to my house, not touched (because I didn't want them), and picked up again. So while the wrapping itself was done by *******, instead of re-wrapping the items, the driver marked them as 'wrapped by customer' and failed to do any additional wrapping. That was not the service I chose. I wanted full service packing. The items WERE packed by full-service packing - nothing had been changed with the wrapping/packing. However, the driver changed the designation to 'wrapped by customer' which voided all my coverage. Possibly an honest mistake by the driver, or possibly the drivers are instructed to do this by the Company, because it's a tricky way to void liability *********** any case, Clutter has gone to great lengths to avoid paying a $30 claim after I've paid them $6000+ in storage fees. **************** has been confrontational and annoying to deal with. Clutter's business model is clearly to trick customers into voiding coverage, and then to stonewall and deny all claims, no matter how small. Not good customer service.

  Business Response

  Date: 01/15/2025

  Clutter, Inc is a household goods moving business that provides item storage within warehouses and services A to B local moves. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas.
  
  
  On January 15, 2025 **** ***** filed a claim with the Clutter for a damaged item that was recently returned to him. The item in question was packed by the owner. All investigations and records indicate that Clutter did not pack this item. Furthermore, ***** was a customer that came to ********************** from a company that Clutter purchased, Callbox. Callbox history also indicates this item was packed by the owner. 

  Therefore, the item was denied as a "packed by owner" item and not valid for coverage. Clutter denied liability for an item that was not packed by Callbox, nor Clutter, per Clutter's terms and conditions. 

  See Below: 

  Items considered: "packed-by-owner" and therefore, not eligible for compensation under the Limited Security Warranty policy. Please see below: 
  
  Under no circumstances shall Clutter have any liability, or any responsibility to reimburse you, for any damages to any Stored Items that Clutter has not individually and specifically inspected, packed, sealed and photographed, including without limitation any items inside or in some way obscured by other items or packaging. Any such items are excluded from coverage."
  You hereby waive and release Clutter from responsibility for any damage to items that were not packed, moved, transported, or wrapped by Clutter and, with respect to the Smart Storage Services, were not inventoried by Clutter.

  However, as ***** has mentioned he is looking for a $30 resolution, and because Clutter values *****, Clutter has re-offered on his claim $30 as a token of customer appreciation. While the item remains not valid for coverage. 

  
  Therefore, the complaint **** *****  regarding $30 for a resolution to his recent claim, should be considered resolved. 

• Initial Complaint

  Date:12/20/2024

  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 stored an apartment's worth of items with the business Clutter for three and a half years. Clutter packed up my items themselves and stored them in their warehouse. For this duration, I paid for insurance on the items in case of damage. The items were recently delivered to my home by a third party delivery company. Several of my items were badly damaged due to haphazard and unprofessional packing by Clutter, being jumbled together in boxes with no individual wrapping or padding. The items were clearly packed by Clutter due to being in Clutter branded boxes.I made an insurance claim for my damaged items with Clutter. Clutter is only willing to cover less than a third of the replacement cost and is taking no responsibility for the items in boxes that they packed themselves because the third party did not inspect the boxes, which would be impractical.

  Business Response

  Date: 12/29/2024

  ****** *******
  
  Clutter, Inc is a household goods moving business that provides item storage within warehouses and services A to B local moves. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas.
  
  
  On December 16, 2024 ****** Resnick filed a claim with the Clutter for damaged items. These items ******* Claimed damaged were transported by a 3rd party and not by Clutter on December 4, 2024. Upon booking a return appointment and having a third party move his items, ******* was made aware that any damage should be notated at the Clutter Warehouse prior to being transported by anyone that is not the Clutter Team. Should they not notate, photograph or have evidence to show that items were damaged by Clutter and not the third party that moved the items, then ******* would waive his right for Clutter to take liability for any damage.  A Trust & Safety Specialist reviewed ****** ********* claim thoroughly and after a full investigation it was confirmed that Clutter is not liable for the damaged items. 

  See Details Below: 

  Clutter releases liability for your items when they are loaded onto your or a third party's vehicle. As such, when picking up items it is imperative to document all damage inside the facility's inspection area to confirm Clutter's liability. This policy is communicated and must be acknowledged when booking a warehouse appointment. Because the damage to this item was documented after leaving the facility and after being handled by a third party we cannot confirm Clutter's liability. As such, this claim is denied."Clutter shall have the right to decrease or deny reimbursement to the extent that your or a third partys negligence or willful act contributed to the claimed damage."**********************************************************************
  
  Clutter stands by the Claim resolution. 

  
  

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22711810
  
  I am rejecting this response because:

  The damaged items that Clutter is choosing not to cover were unprofessionally thrown together into boxes by Clutter themselves. It is completely impractical to have my third party movers open every box and check for damage at Clutter's warehouse where they had a limited time window to access the items, which also cost me money to schedule. Clutter advertises that they handle packing, the fact that their insurance that I paid for does not cover this is completely unreasonable.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 01/08/2025

   

   

  Clutter stands by the previous claim response: 

  On December 16, 2024 ****** Resnick filed a claim with the Clutter for damaged items. These items ******* Claimed damaged were transported by a 3rd party and not by Clutter on December 4, 2024. Upon booking a return appointment and having a third party move his items, ******* was made aware that any damage should be notated at the Clutter Warehouse prior to being transported by anyone that is not the Clutter Team. Should they not notate, photograph or have evidence to show that items were damaged by Clutter and not the third party that moved the items, then ******* would waive his right for Clutter to take liability for any damage.  A Trust & Safety Specialist reviewed ****** ********* claim thoroughly and after a full investigation it was confirmed that Clutter is not liable for the damaged items. 
  See Details Below: 
  Clutter releases liability for your items when they are loaded onto your or a third party's vehicle. As such, when picking up items it is imperative to document all damage inside the facility's inspection area to confirm Clutter's liability. This policy is communicated and must be acknowledged when booking a warehouse appointment. Because the damage to this item was documented after leaving the facility and after being handled by a third party we cannot confirm Clutter's liability. As such, this claim is denied. "Clutter shall have the right to decrease or deny reimbursement to the extent that your or a third partys negligence or willful act contributed to the claimed damage." **********************************************************************
  
  Clutter stands by the Claim resolution. 

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22711810
  
  I am rejecting this response because:

  All Clutter has done is quote their previous response, demonstrating their unwillingness to be reasonable.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:12/06/2024

  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.

  We used this company to move all of our belongings into their storage units for 15 months and then to move everything into our new home just this past Sunday, December 1st, 2024. When the movers arrived to our home on Sunday, they discovered that a lot of the furniture was broken beyond repair. Through gross negligence a marble dining room table had been smashed into pieces, our couch had it's legs bent, a credenza had it's leg busted off, a day bed also had legs completely bent. Bed frames were broken, another marble and metal side table bent and warped and we haven't even opened up all of the boxes yet. Anyway, tremendous damage not average or singular, it's as if everything in our storage unit had been dropped off a 20 story building. And since Sunday I have not been able to talk to a live person. I have just interacted with chatbots via text, email and through their web portal. They want to settle with us for $1000 Total for the entire disaster. The marble table alone cost $3500. They won't provide me with the paperwork I signed digitally in Summer of 2023 where I agreed to pay for 'white glove' service and added insurance. I had no idea this added insurance that I've been paying for 15 mos would only 'cover' a total of $1000 - that's basically the entire premium. I also had no idea that this company has been allegedly doing this to many many clients, ie. destroying their property, not responding, offering pennies on the dollar. This company needs to be stopped. At the very least we would like our broken items replaced for their full value. We would prefer to have our entire bill reimbursed (including storage) but will settle for just having our furniture replaced. Please help!

  Business Response

  Date: 12/09/2024

  Clutter protects customers for instances of item damage or loss under the Limited Security Warranty Policy. Customers agree to the Limited Security Warranty Policy under Clutters Terms of Service and cannot use the service if they do not agree to the Terms. The Limited Security Warranty Policy states:
  
  
  Loss of or damage to your properly packed Stored Items that have been tampered with, lost or stolen while in Clutters possession, up to a total maximum of US $1.00 per pound in aggregate per User (the "Limited Security Warranty") . . . You may purchase additional protection of either $1,000 or $2,500, in each case in aggregate per User.
  
  
  **********************************************************************
  
  
  The complainants claims were approved per her Protection Plan for up to $1000 in aggregate per account. The complainant is misrepresenting the total offer as being $1000. The complainant was offered $1000 in aggregate and $1/lb coverage beyond that. The Trust and Safety team has since gone beyond the complainants Protection Plan and has offered above policy. The complainant opted into this plan and confirmed that she had reviewed the Terms of Service and Limited Security Warranty Policy when making her initial reservation. 
  
  
  The complainant is misrepresenting the Protection Plan premium. The complainant stored with Clutter for 15 months and paid a premium of $15 a month for the Protection Plan for $1000 maximum coverage in aggregate per account. The total of $15 a month for 15 months is $225. Per the ******************************************************** Security Warranty is not insurance and should not be considered a replacement or stand-in for any kind of insurance. We strongly encourage you to purchase insurance for all of your Stored Items.
  
  
  **********************************************************************
  
  
  The complainant is similarly misrepresenting communications with Clutter and has been in contact with Clutter representatives regarding the item damage since December 1st. Clutter does not use chatbots or AI agents. The complainant contacted Clutter to dispute the results of the claim. As a gesture of customer appreciation, ********************** approved an offer above the limitations of the customers Protection Plan. 

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22641931
  
  I am rejecting this response because:

  Clutter is merely repeating ad nauseum the lies it has already told me. To begin with, I was told I would be getting additional insurance for a premium of $15 per month. I also paid extra for the white glove service package. I was made to understand I would be getting additional coverage above the basic coverage offered for free by the company. I was told it was $1,000 maximum coverage per item. So for example if something was worth $469 I would get that amount if said item was destroyed. If something cost $3500 (ie my marble dining room table) I would at least get $1000 for that item. I signed those documents electronically and they are no longer available for me to see on the portal nor were they ever emailed or given to me. Secondly, I HAVE only chatted via TEXT with agents (real or AI - I do not know). It took from Dec 1st to Dec 5th before someone named ******* no last name provided called me on the phone. Before then, and when I filed my claim with BBB I had not been able to talk to anyone, save one agent in ***** who did not speak English clearly and who said they were not in authority to help me. I have the text exchanges to prove it. We are asking for basic compensation. Clutter is obfuscating, denying and delaying. We will have to get our attorney involved if this matter cant be settled here. They are not trying to be cooperative. I will alert the media, social media, other victims etc. It will not end well. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/10/2024

  Complainant is confirming points made by business in initial response to complaint. Customer is confirming she had additional Protection Plan for $1000 in aggregate per account above Basic protection, which covers customers at no extra cost for $1/lb of the damaged or lost goods. Customer confirms she has been in contact with Clutter regarding the damage claims since Dec 1st. Customer is welcome to submit documentation confirming she was misled about Protection Plan coverage to Trust and Safety for a review as none has been submitted to Trust and Safety at this time. The Limited Security Warranty Policy is clear that the coverage is in aggregate per account:

   

  "Subject to the terms, limitations, exclusions, and conditions of this Limited Security Warranty Policy and the Agreement, and solely to the extent covered by Clutters insurance policy, Clutter will reimburse you for:
  Loss of or damage to your properly packed Stored Items that have been tampered with, lost or stolen while in Clutters possession, up to a total maximum of US $1.00 per pound in aggregate per User (the "Limited Security Warranty"); damage to your household caused by Clutters gross negligence or willful misconduct, up to a total maximum of US $1000 in aggregate per User; . . . You may purchase additional protection of either $1,000 or $2,500, in each case in aggregate per User."

   

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

• Initial Complaint

  Date:12/02/2024

  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 have a lot of expensive things that were stolen or lost in Clutter's facility. So not only does the amount that was billed for the movers need to be refunded, but all the stuff that was stolen/lost or damaged needs to be replaced. I have photos for everything. I'll need the settlement in the next week. I have expensive luggage, purse and passport holder and electronics to replace, and I have a lot of clothes that I can't replace either because they were exclusive to a company or they don't make them anymore. I have to replace a bike, a helmet, two surfboards, various wetsuits etc. Not happy. Never recommending them to anyone.

  Business Response

  Date: 12/05/2024

  Clutter has internally investigated the complainants lost item claim and found no evidence of any stored items not being returned. Clutter keeps track of customer items through a digital barcoding system and Clutter movers photograph customers items to document what is stored. The complainant stored 27 items with Clutter and all 27 were scanned as returned with timestamps corresponding to the time of the complainants final return on Nov 17, 2024. In order to scan an item, a mover has to be physically in front of the item
   The majority of items claimed as lost by the complainant were never inventoried or stored with Clutter and there is no evidence to suggest these items were present for the customers pick up appointment. When ********************** movers service a customers onboarding appointment they take a walkthrough photo to document the scope of the job prior to packing or moving the customers items. A thorough review of the walkthrough images confirms that the items the customer claimed were not present when ********************** picked up her items on Aug 2, 2023.
  Clutters Trust and Safety team reached out to the complainant following the lost item claim to gather more information to direct our warehouse search and provided the walkthrough images to the complainant to review. The complainant declined to provide more information about the lost items and only reiterated that items are missing. The complainant has provided no documentation referenced in this complaint to Trust and Safety. The complainant has remained in contact with Clutters Trust and Safety team since onboarding with Clutter in August of 2023 but has only raised the issue of items missing from her inventory as of Dec 2, 2024 following closure of her account and final return of her inventory on Nov 17, 2024.
  Per Clutters Terms of Service:
  You understand that Clutter is not responsible for any Customer Items that have been packed, moved, transported, or wrapped by you or by a third party at your direction. With respect to the Smart Storage Services, you acknowledge that you are solely responsible for verifying that Clutter has photographed and/or inventoried all the Customer Items and that the inventory ********************** provides you in your Clutter Account is a true and complete inventory of the personal property tendered. Unless you make a written claim in your Clutter Account within 30 days from the Smart Storage Service appointment date for the correction of any errors or omissions in the inventory of your Customer Items, it will be assumed to be a full and correct list of Customer Items stored hereunder and ********************** shall not be liable for any piece, package, carton, or container not listed therein. You hereby waive and release Clutter from responsibility for any damage to items that were not packed, moved, transported, or wrapped by Clutter and, with respect to the Smart Storage Services, were not inventoried by Clutter.
  As such, Clutter has denied liability for missing items. The complainant is welcome to send any supporting documentation to the Trust and Safety team for review.
  
  

  Customer Answer

  Date: 12/08/2024

   
  Complaint: 22628520
  
  I am rejecting this response because: I was provided boxes without items that were inside that are very expensive such as iPhones, a MacBook Pro, and AirPods Max. Numerous pairs of ***** Vans, On Cloud, ******* and more, as well as clothing. Most of my shoes, clothes, a bike, two surfboards, wetsuits, luggage and more were gone. Holding Clutter liable. They also charged one of my cards WITHOUT consent and failed to provide me refunds they promised. They also lied about upfront charges. Sent documentation and my legal team agree. They owe me about 70K to cover the losses, or they face even bigger charges. I will make sure Clutter is sued for far more than was taken from me.

   

  Sincerely,

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

  Business Response

  Date: 12/12/2024

  Customer has not presented evidence to support claims of tampering to stored goods. The Trust and Safety specialist that reviewed the customers claim directly asked customer for such documentation and the customer has so far not provided evidence of tampering in support of her claims. The customer is welcome to send any supporting evidence for her claims to Trust and Safety.
  
  
  Clutter movers take walkthrough photos when initially picking up customer items. A thorough review of the walkthrough photos confirmed that the items listed in this complaint and in the customers lost item claim were not present when Clutter movers picked up her items in August of 2023.
  
  
  The customer has remained in contact with the Trust and Safety team since initially raising disputes for billing in August 2023. The customer did not raise the issue of items missing from her inventory until Dec 2nd, 2024 whereas her account was closed and all stored goods were returned on Nov 17th, 2024.
  
  
  The customer has raised the issue of billing discrepancies with the Trust and Safety team since August of 2023. While Clutter has offered a settlement for these issues as a means of providing a customer resolution, ********************** considers the billing accurate and the customers claims invalid. The customer has had numerous opportunities to provide proof of her claims to Trust and Safety and has so far declined to do so. Multiple reviews of the customers concerns from multiple specialists and department leadership provided no additional support for the customers claims and found that she was billed accurately for the service.
  
  
  The customer ultimately settled with ********************** with a pay to vacate agreement and agreed to pay a small sum of her overall delinquent balance owed to Clutter in exchange for a free final return of her stored goods.

• Initial Complaint

  Date:11/21/2024

  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 was told that my move and storage would be around $400, so I agreed for November 16th. I have used their service in the past and was confident in their ability to move everything out of my dining room, a *********** table out of my bedroom, 2 walkers out of my hallway, and my electric wheelchair off my porch pretty quickly. After 2 hours, I began to worry as I saw tha5 the workers spent a lot of time on the truck and not in my apartment, so I called and a gentleman assured me I can "pay in small increments" if the bill was over what I was quoted. Four hours later, I was disappointed because Clutter moved me out of a whole house in 2019 within 2 hours, so I called again and got on the chat.The chat representative asked me how much I wanted to pay that day and I authorized $150. I was charged almost $500.Yesterday, I have been feeling poorly and could barely walk, so I called Clutter and asked if they could bring my electric wheelchair to me. The representative told me to make arrangements on the website. When I tried, I received a message stating my account was suspended. I found this odd because I had already made arrangements to pay the amount due on December 1st. So I called again and requested a supervisor. I was today yesterday a supervisor would call me today. This morning, I called and requested a supervisor again and the representative would not allow me to speak to one until they knew why. I became upset and told the representative since would not transfer me to a supervisor and no one will deliver my electric wheelchair, I want to cancel my service and I want all my belongings returned to me immediately and I will find another company that works with disabled people.

  Business Response

  Date: 11/23/2024

  Clutter is a moving and storage company that offers long-term warehouse storage for its customers home goods.

  ********************** offers storage pickup and delivery services by appointment, and payment for the appointment is due immediately after the completion of the appointment. Clutters monthly storage services are offered on a monthly subscription basis, with minimum term commitments, similar to a lease, that must be selected by the customer prior to the initial onboarding appointment. Storage rent is deducted from the primary card on file on a monthly basis beginning on the date of the onboarding appointment. Clutter also offers Protection Plan subscriptions, which is also billed on a recurring monthly basis.

  Per our Terms of Use, visible at ***************************************************************

  "You agree to pay all charges incurred by users of your credit card, debit card, or other accepted payment method used in connection with a purchase or transaction or other monetary transaction interaction with Clutter at the prices in effect when such charges are incurred. You will pay any applicable taxes, if any, relating to any such purchases, transactions, or other monetary transaction interactions. In the event of insufficient funds or declined payments, we will make repeated attempts to charge the Payment Method. At our discretion, we may charge the Payment Method with a reasonable hold amount or non-refundable deposit in advance of any appointments booked through your Clutter Account. Any amounts not paid within five (5) days when due may be subject to late fees.

  In the event of nonpayment, an account enters suspended status until all arrears are paid in full. This can be completed in the customers Account Portal, at ************************************************************************. Per our Terms of Use, visible at ***************************************************************

  "In the event that Clutter suspends or terminates your Clutter Account or the Services for your breach of these Terms, you understand and agree that you shall receive no refund or exchange for any unused Services, any license or subscription fees for any portion of the Site or Services, any content or data associated with your account, or for anything else, and that Clutter may be unable to complete any outstanding orders or appointments until the suspension is lifted."

  Tartaneisura ****** is a return client who first used Clutters storage services from 12 April 2019 to 18 January 2020, then again from 16 November 2024 to present day. While the costs of service has changed between 2019 to 2024, the terms and conditions as relates to billing and suspended status has remained the same.

  On 16 November 2024, during Raineys onboarding appointment, ****** called in and spoke with a Customer Experience representative and asked about incremental payments. The Customer Experience representative explained that unpaid bills can be paid in increments if needed. There was no mention of the automated billing process, suspended status, late fees, or any other discussion regarding nonpayment, as ****** did not ask for clarification on the outcome of partial payments or nonpayment. The Customer Experience agent did not promise deferred payments, nor a waiver of any fees or Terms of Service blockages to new appointment scheduling.

  During the onboarding appointment, ****** had our moving team pack, wrap, and transport to storage an electric wheelchair and two walkers. On 20 November 2024, ****** filed an Issue Claim requesting an override of the block on return service. Because the request for assistance was operational and not financial, the Trust and Safety team, which reviews claims, denied the initial claim. ****** filed subsequent claims with the same request, which were denied as duplicates.

  The Trust and Safety team contacted ****** to coordinate the return of the wheelchair and ******, and has waived the first late fee, in an exception to the above-listed policies. ****** has a return appointment scheduled for 25 November 2024. With the return of these two items, Clutter believes we will have addressed Raineys concerns in full.