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

  5601 Foster Ave Brooklyn, NY 11234-1027

  
• 

  Clutter, Inc.

  989 S Cucamonga Ave Ontario, CA 91761-1972

• 

  Clutter Self-Storage

  1 Holland Ave White Plains, NY 10603-3317

• 

  Clutter Self-Storage

  280 Fullerton Ave Yonkers, NY 10704

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

• Initial Complaint

  Date:10/21/2024

  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.

  August 7, 2023 at 11am - 2pm EST the movers came and broke my white desk in my apartment office located at ***************************************************************. The white desk never made it to storage and it is not among the photos of documented furniture. There were three movers ******** ******* and Alasane attempted to take the white desk out of my apartment and snapped it. It was thrown away and never made it to storage. They took pictures documenting the broken desk which I was never provided with. I was told I would be compensated for this and when I subsequently filed I was told driftwood was not included in the insurance policy I purchased. I would have never given gratuity to the movers who broke my desk if I knew I wouldnt be compensated. On April 1, 2024 when my items were returned, the office chair which was photographed intact prior to going to storage was returned missing wheels and broken. Those movers also threw it out and took pictures of the broken chair which I never received. The movers on April 1 were ***** and Tenaji. They reported the chair was broken when they received it in their truck. Both teams stated they would submit the photos of the broken furniture to submit a claim on my behalf to be reimbursed. I paid for insurance on my items in order to ensure this reimbursement should any unforeseen damage occur. ************************** initially offered me $125 for $1,000 worth of damaged goods which was insured and now is offering me $0. This company is scamming customers with an illegal insurance policy.

  Business Response

  Date: 10/28/2024

  Clutter protects customers for item damage and loss under the Limited Security Warranty Policy. The Limited Security Warranty Policy states:
  
  
  "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: (iii) loss or damage to composite wood items, such as pressboard, particle board or ready-to-assemble furniture
  
  
   At this time, Clutter has made a policy exception and offered coverage for the damage particle board item. The customer has not provided any form of proof of value to supplement the $1000 valuation declared in her claim. Per the Limited Security Warranty Policy:
  
  
  Upon receiving notice of lost or damaged Stored Items, Clutter will investigate the cause of loss or damage. If Clutter determines, in its sole discretion, that the loss or damage was due to unauthorized tampering with or access to the Stored Items contained within your Storage Box, Clutter will pay to you either (i) the cost of repair of the damaged Stored Items (up to the aggregate per-user limit expressly set forth herein and selected by you), or (ii) the current replacement fair market value of the lost or damaged Stored Items (up to the aggregate per-user limit expressly set forth herein and selected by you), whichever is less. Clutter shall be entitled to require proof of the initial purchase price, repair cost, and/or replacement value, and/or fair market value of any damaged or stolen Stored Items.
  
  
  
  
  **********************************************************************
  
  
  The customer is in contact with the Trust and Safety team who have reached out to her directly. She is welcome to submit proof of value for the damaged items for a revised offer.

• Initial Complaint

  Date:10/14/2024

  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.

  Clutter destroyed almost everything I stored with them, and Ive lost thousands of dollars' worth of items! I stored my things with makespace which was a company that had good reviews and reputation. A while after it was acquired by Clutter which turned out to be a master company *** it comes to destruction of property. I paid thousands of dollars for their service and protection plan, thinking my belongings would be safe, but instead, they gave me a measly $108.98 in compensation, rejecting to cover items they destroyed. I trusted Clutter to handle my items with care, and they completely failed. Half of my things were water damaged as it looks like a shoe box and my mattress were flooded, causing the shoes to be filled with dirty and the mattress to become moldy. I had a cube storage unit that was scratched up and immediately broke down once I removed the storage lbanket, in addition to destroyed dining table, and multiple chairs. Ive been with Clutter for years, paying thousands in storage fees, and they handled my case as if it was nothing. The customer service is abysmal, and their ************** team only responds with policy quotes and dismissals. Ive paid thousands of dollars to store my items safely, and theyve left me with nearly nothing. I feel completely scammed and will never recommend this company. One star is too high for Clutter. Not only would I expect a reimbursement on my items value but on the storage fees I have been paying all these years!!

  Business Response

  Date: 10/24/2024

  Clutter is a moving and storage company that provides warehouse storage services for household items. ********* was also a company that provided warehouse storage services for household items. Customers interact with their ********************** by placing delivery orders through a digital inventory system and unique profile called the Account Portal, visible at **********************************. Storage is offered on a recurring monthly subscription basis. Clutter acquired MakeSpace in 2022, and as a result of the acquisition, all MakeSpace storage clients transitioned to Clutter stewardship.

  While item damages or losses are never an expectation with Clutters services, Clutter offers a claims process accessible through its Claims Portal at ***************************************************************************. All claims are assessed in alignment with the Limited Security Warranty Policy and Terms of Service, visible at **********************************************************, as well as the Protection Plan coverage level that must be chosen when booking the initial Onboarding appointment. Clutter, as with *********, offers supplemental Protection Plan coverage for item damages or losses. Under both Clutter and MakeSpace, when scheduling the Onboarding appointment, clients must either decline or opt-in to receive Protection Plan in order to proceed with an Onboarding appointment scheduling. Protection Plan subscriptions are billed on a monthly basis. 

  If clients opt out of Clutters Protection Plan coverage, should a client file a claim for item damage and should that item be eligible for compensation under the Limited Security Warranty Policy and Terms of Service, clients receive a maximum of $1/lb/item regardless of the items utility, fair market value, or scope of damages. Please note that this is already higher than what the state requires of moving and storage companies. Under MakeSpace, clients who opt out of supplemental Protection Plan coverage received a maximum of $0.60/lb/eligible item, regardless of the items utility, fair market value, or scope of damages, in alignment with **************************** regulations.

  ***** ******** first stored with MakeSpace on 21 November 2020. Alhenaki opted out of supplemental Protection Plan coverage, placing Alhenaki in the Basic plan at $0.60/lb/item per MakeSpaces Terms of Service. When Clutter acquired MakeSpace and Alhenakis storage was transferred to Clutter stewardship, Alhenaki was placed in Clutters minimal coverage plan of $1/lb/item, increasing Alhenakis coverage by $0.40/lb/item.

  Alhenaki requested all items to be removed from storage, closing Alhenakis account. This appointment occurred on 5 October 2024. As Clutter and MakeSpace have actively stored Alhenakis items from 21 November 2020 to 5 October 2024, all monthly storage costs related to this service are valid charges, and will not be waived.

  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."

  Unfortunately, Alhenaki discovered item damages following the completion of this appointment. On 9 October 2024, ******** filed a claim through Clutters Claims Portal for 9 items. Of these items, 5 were eligible for compensation under the terms of the Limited Security Warranty policy. Clutter completed its review of this claim on 11 October 2024, and issued compensation in alignment with the Limited Security Warranty Policy, Terms of Service, and Alhenakis chosen Protection Plan coverage of $1/lb/item.

  Notably, Alhenaki filed claiming mold and mildew smells on a mattress. Our warehouse conducted an audit of the location where the mattress was stored, and could find no evidence of moisture, mold, or mildew that could have caused the damage consistent with Alhenakis complaint.

  Though Clutter provided a compensatory offer for the damages claimed, Alhenaki still has not provided Clutter with Alhenakis preferred method of remittance through the Claims Portal, and is encouraged to do so before 8 November 2024, the claims date of expiration.

  When reviewing Alhenakis claim, a member of the Trust and Safety team reached out to ******** for more evidence related to the Trust and Safety teams investigation. If Alhenaki has any questions regarding Alhenakis claim assessment, Alhenaki is encouraged to reach out to the Trust and Safety team through this existing channel of communication.

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22413787
  
  I am rejecting this response because:

  I believe that Clutter has breached its contractual obligations by failing to adequately care for my items during storage. Regardless of the Protection Plan I selected, your company had a duty to store my belongings safely and ensure their protection from damage, including water damage, mold, and mildew. The condition of my itemssuch as the moldy mattress, damaged cube storage unit, destroyed dining table, and ruined chairs and other itemsclearly demonstrates that Clutter failed to meet this duty of care. Un-notably, your response singled out the mattress claim in which you indicated you did task a third party to investigate the mold issue. You have also neglected to mention if an audit was conducted to ensure that my items were previously stored in a different storage unit when it was stored with makespace than the one it was housed in at the time of the final items evacuation.

  
  Moreover, the contractual limitation of compensation to $1 per pound, which you refer to in your response, is both unreasonable and unconscionable, especially when the value of the items far exceeds this amount. Such a limitation clause, which offers grossly inadequate compensation for destroyed property, may be unenforceable under applicable contract law, given that it is disproportionate to the actual harm caused. The value of my lost items is significantly higher than the minimal compensation you have offered, and Clutters refusal to provide fair reimbursement is unacceptable. Moreover, no liability waiver can protect the company from gross negligence in which I believe Clutter  has engaged in.

  
  Furthermore, I trusted Clutter to maintain the same level of service I received when I originally stored my items with MakeSpace. The fact that Clutter acquired ********* should not have resulted in the deterioration of service quality, and I did not expect such negligence in handling my belongings after years of paying substantial fees for their storage.
  I demand a fair resolution to this matter. This includes full compensation for the fair market value of all damaged and destroyed items, as well as reimbursement of the storage fees I have paid during the period when my belongings were mishandled. Failing to address this issue properly may leave me with no choice but to pursue legal action on grounds of negligence, breach of contract, and violations of consumer protection laws. 
  I am currently looking into filing a complaint against clutter with the State ************************** ***, Consumer affairs, **************************** as well as seeking civil litigation against their unethical business practices. It is unfortunate that Clutter is unwilling to correct its errors when it comes to a clear case of property destruction. 
  Sincerely,
  
  ***** ********

  Business Response

  Date: 10/31/2024

  Clutter is a moving and storage company that provides warehouse storage services for household items. ********* was also a company that provided warehouse storage services for household items. Customers interact with their ********************** by placing delivery orders through a digital inventory system and unique profile called the Account Portal, visible at **********************************. Storage is offered on a recurring monthly subscription basis. Clutter acquired MakeSpace in 2022, and as a result of the acquisition, all MakeSpace storage clients transitioned to Clutter stewardship.

  Alhenaki first stored with MakeSpace on 21 November 2020. Alhenaki opted out of supplemental Protection Plan coverage, placing Alhenaki in the Basic plan at $0.60/lb/item per MakeSpaces Terms of Service. When Clutter acquired MakeSpace and Alhenakis storage was transferred to Clutter stewardship, Alhenaki was placed in Clutters minimal coverage plan of $1/lb/item, increasing Alhenakis coverage by $0.40/lb/item. ******** requested all items to be removed from storage, closing Alhenakis account. This appointment occurred on 5 October 2024. 

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

  "We are not liable for the natural growth of mold, mildew or similar microorganisms on the Customer Items, or for rust, depreciation, or the natural degradation of Customer Items. You assume the risk that mold, rust, or similar microorganisms could develop under these circumstances." 

  Alhenaki filed a claim for mold damage, which triggered the aforementioned audit of the area where Alhenakis items were stored. Clutter could find no evidence of moisture that would have contributed to mold growth. Because mattresses are items that come in contact with the human body, used mattresses often harbor bacteria and moisture as part of their normal course of use, contributing to an eventual mold bloom. Our warehouse team conducted a full investigation into whether any mold or moisture was present in the warehouse and could have contributed to the damage claimed. We have no indication that the mold was Clutter-caused.

  While we acknowledge Alhenakis request for a higher compensatory offer, Clutter maintains that the $1/lb/item offer is still higher than Alhenakis original agreement under MakeSpace, at $0.60/lb/item, and still higher than what is required of moving and storage companies under state and federal regulations. Per the Limited Security Warranty, visible at *************************************************************************************

  "You acknowledge and agree that the Limited Security Warranty set forth herein shall be your sole and exclusive remedy and Clutters total liability to you in connection with any lost, stolen, or damaged Stored Items."

  Should Alhenaki seek additional external counsel, they are encouraged to reach out to Clutters Trust and Safety team at ********************************** Clutter will respond to regulatory or oversight agency inquests and legal counsel inquiries as required.

  Alhenaki remains in contact with Clutters Trust and Safety team at ********************************* should Alhenaki have any questions.

• Initial Complaint

  Date:10/10/2024

  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.

  - 29th July 2023 ongoing - $5,656.50 spent so far - *********** committed to provide me with easy access to my belongings as and when needed. I have since moved out of **, the storage is in **. I need to retrieve my belongings thi smonth and have organised a company to collect them but Clutter will not give ma an appointment to collect my belongings until January 2025. I have spoken to 4 different customer service members and none of them are able to help me. They are unable to provide another location where I can have my items collected so I have to orgamise delivery at a third party location in order to access my belongings or be forced to spend another $1,131.3 with storage with them between now and January 2025 and not have access to my belongings. On top of that when asking for help scheduling the delivery they refuse to move the window by one hour to help me ensure i have a trusted person there able to oversee it. Again their only suggestion is that i wait until the day of to find out the exact arrival time and then reschedule if it doesn't work for me which of course will mean they chartge me $200 to reschedule. Every avenue conveniently making them more money. There would be zero issue if I was given a reasonable 5 day window in which I could collect my items from the storage unit but they refuse to give me any visibility on whether the waitilist for an appointment in the next three months is 100s or 5 people long, no clarity on how likely it is I will be able to come and thus no ability to plan. They likewise would not let me stay on the waitlist for my preferred day AND look at delivery availability simultaneously. So I was forced to give up my waitlist place to then organise a very messy delivery just to access my belongings.

  Business Response

  Date: 10/16/2024

  Clutter is a moving and storage company that provides warehouse storage for its clients household items on a subscription basis. Clients order pickup or delivery through their unique user profile in their Account Portal at **********************************. All costs of service are communicated in the Account Portal during the booking process, and all appointments are subject to local operational availability on a first-come-first-served basis.

  Client ******** ****** first contracted Clutters services for an initial pickup (hereafter, Onboarding) on 16 July 2024, and had all items delivered (hereafter, Final Return) on 5 April 2021. ****** came back to Clutters services for a 29 July 2023 Onboarding, and had a Final Return on 12 October 2024.

  ****** booked the Final Return appointment for 12 October 2024 at 11:06:17 AM ET on 10 October 2024. As of 8:30:55 AM EDT on 12 October 2024, none of Carters items remained in Clutters storage, as Clutter delivered all items to Carters address.

  On 11 October 2024, a member of the Trust and Safety team reached out to ****** by phone and email to discuss any concerns ****** may have with the appointment. ****** did not return our calls or respond to our email.

  As the heart of Carters complaint is an operational request that was met in full, and as ****** has not responded to our attempts at contact, to the best of our knowledge, this issue appears to have been resolved as part of Clutters normal course of operations.

  If ****** still has concerns, ****** is encouraged to reach out to the Trust and Safety team through our established communications.

• Initial Complaint

  Date:09/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 7 2021 to present I put my iteams in there storage I been paying 512 storage fees and 73 dollars for lates fees and as of may 2024 and now the storage fee went up to 560 and late fees are 83 dollars I been seeing triple late on my portal and on the contract its say *************************************************************************************************************************** writing that they change the policy and didnt advise me of whats going on I need to see the change in writing and dont have a problem paying my late fee I need know how can they just add additional fee without me knowing every sense I been paying my if Im late I always add the late fee

  Business Response

  Date: 09/25/2024

  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.
  

  The customer has filed a complaint with the ************************* regarding an increase in storage fees and their encompassing late fees, for invoices that go unpaid for over one week. Below is a section from our Terms of Service that outlines our ability to amend services, as well as their prices. This is not uncommon in the world of storage and moving, especially when inflation is factored in for important resources (i.e., fuel, vehicles, property tax, etc.). 
  

  E. Payment, ********************** and Cancellation
  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.
  ********* has had difficulties making payments on time since 2021. After many months of not making their payments on time, ********* was offered a Pay to Stay agreement in October 2023. This agreement allows them to remain active as a customer and pay a portion of their balance. They did not accept this and ultimately, the offer expired a few weeks later. On Mar 17, 2024, ********* was offered yet another Pay to Stay agreement after many more months of missing payments. This was accepted Mar 27, 2024 which allowed them to stay a Clutter customer for a fraction of what they owe. 

  
  Customer has since missed numerous payments, despite over 25 calls with our Customer Experience team since the March Pay to Stay agreement was signed. ********* has been aware of their monthly fee, late fees, and applicable rate adjustments since they signed up in 2021. At this time, they owe $487.60 for a 10x50 on the 7th of each month. They have also elected to pay $25/month on top of this fee, in the event that any of their items are damaged or lost while in our care. This does not include late fees for missing payments which is broken down below. This is no surprise to the customer, as theyve been in steady contact with our ****************************** well before any agreements were accepted by the customer. If ********* does not wish to pay this monthly amount, they are more than welcome to schedule a partial delivery (to downgrade) or a final delivery (to cancel account), once their current balance of $3,528.21 is paid.

• Initial Complaint

  Date:09/10/2024

  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.

  Transaction Date: September 4, 2024. Have spent many hours trying to contact someone at the business who is in the ** and can help resolve my issue. Amount spent: $00+ on transaction, $21,000 total. I attempted to donate some items in my storage locker to charity. Before going to their website I first spoke to a customer service who advised me you must select which items you want to donate by assessing pictures of your stuff, you can't visit it in person. This should not have been an issue. However, the pictures of my stuff were terrible and did not show the labels I included on each box which detailed contents. This left me guessing at what exactly I packed in each box 6-years ago. I selected what I thought were the correct items and signed an agreement. I immediately advised my wife that I had donated the items. She reviewed the pictures of donated items and advised me that I made a mistake, and two of the items were very valuable and should not be donated. 10-minutes after signing the aforementioned agreement, my wife tried to contact Clutter via their customer service number for two hours to no avail. This number is not advertised, we secured it from the BBB. Finally she got through to representatives in *****. They advised her that despite the fact that the items would not be removed from my storage container for approximately 4-business days, since I had signed a contract nothing could be changed and the items now belonged to them. We called 10-minutes after I completed the contract and paid $400+. Given the unproductive conversation my wife had with the **** she asked to speak to a manager. Same response. She then asked if there was someone in LA she could speak to. They told my wife no and advised her that if she wanted to speak to someone in LA she would need to complete a request form and they would "likely" get back to her in 2-4 days. Mind you my stuff is scheduled to be donated in 3-4 days. We are now trying to find someone in LA who works for Clutter.

  Business Response

  Date: 09/19/2024

  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 September 9, 2024 ***** ****** filed a claim with the Clutter inquiring about the disposal appointment the customer booked on September 10, 2024. ********************** completed the disposal appointment on September 12, 2024.  A Trust & Safety Specialist made contact with ******, and was informed of his request to have a few items removed from his list of items due to be disposed of. This issue was immediately addressed. 
  
  
  This request was addressed and the items requested were removed from the Scheduled September 12, 2024 donation  appointment. These items are stored in ***** Allmans Clutter Smart Storage Pallet under new barcodes  and can be requested for return at any time. Therefore, this complaint can be considered resolved.
  
  

• Initial Complaint

  Date:09/05/2024

  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.

  Broken items, roaches, and terrible claims policy.I stored my items for a full year with Clutter. Upon unpacking my items, I noticed that not only were some items broken - but there were roaches in one of the boxes. And those are just the roaches that I was able to find days later, because I slowly unpacked until that point. Due to the insects, I threw out the two remaining boxes of items because I did not want an infestation in my apartment or to infest the entire ********** add insult to injury, both of my claims were denied: one regarding the broken items, and the other regarding the roaches (for which I asked Clutter to front the cost of an appointment from Orkin).I'm DEEPLY disappointed at the lack of accountability from this company and will never use them in the future, nor recommend them to others.

  Business Response

  Date: 09/14/2024

  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 8/11/23 and closed their account on 8/23/24. 
  
  On 8/26/24, the customer filed both an item claim and an issue claim. Within the issue claim, the customer stated "In addition to some items being broken, my storage had roaches in it. Now Im concerned about a potential infestation in my new apartment. This is disappointing as I did not plan on spending the first weeks at my new place battling pests. Im requesting the cost of an Orkin appointment for treatment and prevention of a larger issue."  For their item claim, they requested compensation for a damaged dresser and set of dishes. 
  
  The Clutter: Trust & Safety team reached out on 8/27/24 to gather information about the infested items. We requested photos and a timeline of their discovery. The customer responded later that day stating that they did not have photos of the infestation yet. They said they saw a ***** upon unpacking their items and discarded the entire box. In the same message, they stated that the box had sat for 3 days in their home before being unpacked. 
  
  Upon review of their issue claim, it was denied. The customer requested ********************** to cover the cost of a pest control appointment but did not provide proof of an infestation. We inspected the local warehouse where their items were located and could not find an infestation. In addition to this, the customer's items were already sealed when ********************** picked them up so we do not know the internal contents of each box.
  
  Their item claim was also denied but not for the infestation. Their dresser fell under our composite wood exclusion and their dishes fell under our packed-by-owner exclusion. The customer has not reached out to us since we last emailed them on 8/28. Clutter considers both claim denials to be valid. 
  
  You can review the Limited Security Warranty Policy here: ***************************************************************************;
  
  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 [...]
  
  "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."

  "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;"

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22241750
  
  I am rejecting this response because:

  
    1. I never got copies of these exclusions. I thoroughly reviewed all my emails from Clutter and my online Clutter account I don't see any contract or documentation containing these (and any other) exclusions. Why was this not communicated clearly?

  2. Yes, the dishes were self-packed. However, I used plenty of bubble wrap and other protective cushioning. And all my other glasses - including wine glasses - were fine. So I'm led to believe that the box containing the broken set was improperly handled.

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

  Business Response

  Date: 09/21/2024

  In response to the customer's rejection, all of our policies are listed on our home page ***************************************. Anyone can navigate to the bottom of our page and click on "Legal" to access our **************** and Limited Security Warranty Policy. They agreed to our Terms when booking their appointment so there is no need to send this information directly to the customer. There is an assumption that the customer understood these terms when they booked their appointment and Clutter is not liable for a lack of research on the customer's part. 

  For the customer packed items, the denials stand but we'd be happy to review images or other documentation that shows these were mishandled in anyway. At the moment we can't confirm that the packing was up to Clutter standard. The customer is free to submit that information to ********************************* for a followup review. 

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22241750
  
  I am rejecting this response because:
  

  I am NOT satisfied with this response.

  1. Ridiculous policy. One should not have to navigate to the LEGAL section of your webpage to obtain information they should have received either on paper or electronically. This is a lazy attempt to skirt accountability for the mishandling of customers' items. 

  2. Broken items aside, I am seeing roaches at increasing frequency. For the record, I occupied the apartment for over a week before receiving my items from Clutter. I did not see any roaches until I opened that box with two in it. Who knows how many escaped while the boxes were sitting; I'm afraid this issue is larger than I imagined. It's so disappointing to start off in a new apartment like this.

  I am prepared to continue escalating this issue. I'm so disappointed in how things have unfolded.

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

• Initial Complaint

  Date:09/03/2024

  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 scheduled an appointment with Clutter to retrieve my stored items on Aug 31st, expecting them to accommodate my building's move-in restrictions as promised. Clutter's reservation page allows for detailed move-in restrictions, and they assured me the movers would arrive within their 9 am to 6 pm window according to the time I specified.However, as the moving date approached, Clutter informed me they could only accommodate an arrival time of 2 pm at the latest, despite my earlier request. By this time, it was too late to adjust my building's restrictions or my travel plans. They then promised a more specific window the day before the move, which deviated from their original commitment, disrupting my schedule and violating my buildings rules.The day before the move, I received notice that the movers would arrive at 9 am, ignoring the restrictions I had specified. When I called, they refused to adjust the time, stating I was the first stop of the day.Due to their inability to meet my requirements, I considered picking up my items myself. Clutter assured me that if I canceled the appointment, I could easily reschedule. However, after canceling, I found I couldn't book any new appointments and discovered they were closed for the day. When I contacted them the next morning to reinstate my appointment, they informed me of a policy that blocked rebooking within 24 hours of cancellation and charged a $100 cancellation ****** a result, I couldnt retrieve my furniture, valued at around $6,000. With limited availability due to my university schedule, I was forced to spend an additional $1,000 on new furniture, $350 to change my plane ticket and book a hotel. This experience with Clutter caused me significant financial and emotional stress.I am requesting a full refund of the $100 cancellation fee, as well as reimbursement for the $350 spent on changing my travel plans and the $1,000 I had to spend on new furniture due to Clutter's failure to honor their commitments

  Business Response

  Date: 09/11/2024

  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 August 17, 2024 Zhai scheduled a final return appointment for their stored belongings. The scheduled date was for August 31, 2024. When **** booked their return appointment, there were no building restriction/elevator restriction times provided from the ****. Per Clutter Terms and Conditions, we will set a broad arrival window when initially booking based on the projected amount of time the appointment may take in accordance to the additional routes that our Clutter Moving Team may have for the day. As we approach the booking scheduled appointment day we will provide a more exact arrival window.
  

  Clutter operations team only schedules around building restrictions or elevator time slots if added into the initial appointment details. Zhai messaged in on Aug 27, 2024 to mention that their elevator would only be available from 5-7 PM. Which did not work with the Clutter already planned route for the day. 
  Clutter immediately responded: 
  

  Hello, Clutter here. We are finalizing your appointment for 8/31 and see that you are booked for an arrival time that does not match your buildings time restrictions. We are set to arrive between 9am-6pm but you listed the building restriction as 11am-7pm. With a note that your move in is from 5-7pm. Please be advised due to the size of this order we cannot accommodate your time request. An exception will have to be obtained from your building to start earlier. We apologize for the inconvenience. If you have any questions, please log into your Account Portal and select the I need help button. Live Chat is the quickest way to reach our Customer Experience Team.

  Hello Luying, Clutter here. Please note that although 3PM-6PM is within your window, we do not guarantee arrival times within appointment windows, and do not offer arrival windows as late as 3PM-6PM. You are tentatively scheduled between within the earlier half of your 9AM-6PM window, and will receive a condensed window later this evening. Please assist with planning accordingly with your building. If you need to reschedule, please log into your account portal and select an available date where you have ore flexibility within your schedule to receive your order between the selected time frame. Thank you! - Clutter Team 
  

  Zhai then requested to rebook their appointment via message and then proceeded to notify The Clutter messaging Team that they accidentally canceled their appointment, which is what prompted the cancellation fee. 

  Clutter takes every precaution to be clear about the 48-hour cancellation/rescheduling policy by referencing it during calls, the online booking process, in appointment confirmation emails, text messages, and on the Clutter website: **********************************************************************************************************;
  Appointments cancelled within 48 hours of a scheduled appointment incur costs on Clutters end, as we carefully schedule appointments ahead of time to reserve truck space and movers for your appointment.
  

  Therefore, per policy Zhai was billed the 24 hour cancellation fee. 
  

  The appointment was canceled by Zhai and immediately removed from the Clutter route for the 31st of August, which is why the items were not returned on the initially scheduled return date. 
  

  Clutter per policy then takes 48 hours to return the items and re-ingest them to the Customers pallet for security precautions and for the safety of the customers items. 
  Once the items are re-ingested the customer may then proceed to schedule a new return appointment. **** was able to schedule a new appointment on September 2, 2024 for September 5th, 2024 which was the soonest available time slot that Clutter could provide as we had other customers booked as well.  Zhai successfully received their items back on September 5, 2024 as requested. 

  
  The Clutter Trust & ***************** has now phoned and reached out via email to present options for Zhai to file an issue claim, for a potential waiver of their cancellation fee as a gesture of goodwill.

  As of Today, **** has not filed an issue claim in order to request this compensation with Clutter. Zhai may do so at their discretion.
  

  
  

• Initial Complaint

  Date:09/03/2024

  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.

  Clutter Moving and Storage is a company that uses deceptive marketing to, as people online say about them, bait and switch the customer. I experienced this in the past month, over five customer service agents said on several occasions not to worry about the dropoff of my stuff as itll be within 48 hours, but now they are saying two weeks. They store things in a storage facility but do not allow you to access it without an appointment, and charge you to even have your stuff picked up by another moving company. This is fraudulent and needs to be investigated. My experience is clearly overshadowed by their bad reputation and I wish I had done more field research instead of just going with the first company that does moving and storage together.

  Business Response

  Date: 09/11/2024

   

  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.
  

  The customer  has filed a complaint with the ************************* regarding an issue he has with Clutters appointment availability. 
  Clutter employees assure customers that should there be time slots available we will deliver within 48 hours. Our appointment availability and time slots depend on customer demand. Customers book their appointments from their account portal, and the soonest available dates for scheduling is provided to them. In this case Clutters appointments were booked up until September 15, 2024. 
  

  This does not mean Clutter is not willing to deliver items within 48 hours. This is an indication that the moving dates were in high demand, and our available time slots are first come first serve. All available slots were booked prior to *******. 
  

  On September 3, 2024 ******* submitted an issue claim to the Clutter Trust & ***************** with the same complaint as he had submitted to the *************************. Whilethis is not a valid complaint, nor is Clutter at fault, the Clutter Trust & ***************** did understand ******* was hoping for a different outcome and provided him with a monetary resolution of $50.00 as a gesture of goodwill. 
  

  The customer accepted our claim offer on 9/3/24 and $50 was refunded to the customer on 9/3. We consider this matter resolved.
  

  
  

• Initial Complaint

  Date:08/29/2024

  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.

  Don't waste your time and money - Clutter is an absolute scam! After botching my pickup in both terms of storage price and timing, despite filling out an extensive document, they have now also made getting my items back an absolute nightmare.The Clutter warehouse in the ****** area is in ********, ** - about an hour's drive outside of the city. I tried scheduling a drop-off for my items well in advance and they did not have ANYTHING available until two weeks after when I would move in. If I wanted a sooner date, I had to come and pick up my belongings myself. They made that miserable, too. I couldn't stay on the waitlist for the delivery (which would save me hundreds) while making an appointment to pick up (which would cost me hundreds). I ended up losing my spot on the delivery waitlist because I couldn't bear the thought of having to sleep on the floor or spend even more money on hotels, by waiting for two weeks.Besides holding your belongings hostage in storage you can't access, they charge you an ARM AND A LEG to pick up your items. To retrieve about half of my belongings, I had to pay $450. THEN, I also had to pay for a moving truck from ****** to drive an hour to their warehouse, load up the items, and drive it to my new apartment to unload. In all, I ended up spending $1,000 on the other movers plus the $450 for pickup. These were costs I did not expect, and certainly not what I had signed up for - I wanted the "ease" they seemed to portray in their advertisement and was willing to pay a higher storage price for it.When I reached out to the "Trust and Safety team", they just threw a policy into an email back denying any compensation for the ridiculous amount of money I had to spend to end up doing the move myself. In all of my interactions, the Clutter customer service has been rude and unhelpful.Honestly, I don't even know how this company is still operating. DON'T USE THIS COMPANY. It is a HUGE scam.

  Business Response

  Date: 09/07/2024

  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. The customer joined ********************** on 6/28/24. Customers can file issue claims for billing concerns. Customers also receive discounts if they commit to a 4 or 8-month storage term. This customer committed to 4 months with their commitment ending on 9/29. Clutter operates on  a first-come, first-served basis for appointment bookings.
  
  On 6/28 following their storage pickup, the customer filed 2 issue claims to dispute their storage plan size and their onboarding labor charge. They felt they were in the wrong storage plan and that they overpaid for the labor. The customer then took to social media on 6/29 to express their dissatisfaction with our service.
  
  The customer filed their most recent claim on 8/27 to request compensation for their dissatisfaction with appointment availability. 
  
  We began reviewing their claims as soon as they were submitted the Trust & Safety team attempted to speak with the customer on 6/29. Scheduling conflicts prevented us from speaking on the phone but an email correspondence was established. 
  
  On 6/29, we approved a portion of their demand for their labor complaint. After further review and emails with the customer, the customer accepted and updated the offer on 7/20.
  
  For the storage size claim, a full audit of their items was completed and we determined that the customer was in the correct ********************** plan. Each plan has an allotted cubic foot limitation and the customer barely exceeded the **************************** plan. As a courtesy, we downsized the customer to a ***** after reviewing this claim on 7/3. The customer was fully credited for the difference between plans and they accepted the claim offer on 7/18. 
  
  
  The customer's labor complaint was subjective and their storage size complaint was proven to be incorrect after completing our audit. 
  
  For the 8/27 claim, we denied the claim. Our records show that the customer had booked their final return for 8/24 on 8/16 and that they secured the date. Later on the day of booking, they themselves changed the date to 9/7. They then canceled the order on 8/17. In the interim when they changed their appointment date, canceled the order, and then rebooked for a warehouse pickup, their intended delivery date had been booked. The customer's warehouse appointment was completed on 8/24 for a partial return of their inventory. All items chosen for return were successfully returned on this date. Clutter does not owe the customer for any 3rd party fee as they chose to reschedule their initial order and lose their initial slot. 
  
  While we will not cover their warehouse appointment cost demands, we were happy to resolve their initial storage plan and labor time complaint. 
  
  Per Clutters Limited Security Warranty Policy, you agree to the following:
  
  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;

• Initial Complaint

  Date:08/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company, Clutter, is not the company I originally contracted with. I originally started with MakeSpace; Bought out by Clutter. The rules changed. Less service . In storage, I had a collection of oriental rugs. I paid to have 5 rugs delivered to my condo. All were severely damaged by insects. I had to throw them out. I filed a complaint. I was given a payment of $1.00 per bound. This came to $568.00. Why? no idea. There's did not weigh 568 lbs. Next, I had 2 large rugs delivered. Both severely damaged by insects. This time I have been offered $80. A dollar a lbs.Both have a value several thousand dollars, and i have a receipt for my original purchase. In both cases I submitted photos showing damage. No results. Only indifference.

  Business Response

  Date: 08/31/2024

  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. Clutter is not a standard self-storage facility; Clutter operates via appointment only. The customer was originally a MakeSpace customer who transitioned to ********************** after the Feb 2022 acquisition. The customer has been with us since 4/21/2020.
  
  The customer has only booked 2 returns since transitioning to Clutter on 3/29/24 and 6/15/24. Both returns were for sets of rugs. The customer filed claims for both sets of rugs following each return. 
  
  The first item claim was filed on 4/1. When the customer joined MakeSpace, they were given the option to protect their items via set amounts. The customer chose MakeSpace's Basic plan which offered protection at $0.60/lb per stored item. This plan was replaced by Clutter's minimum protection of $1/lb per stored item. While reviewing their 4/1 claim, we estimated their damaged rugs to weigh a combined 40 lbs. Per policy, their offer would've been $40. However, we noted the customer's past interactions with us and decided to go above policy as a courtesy and offer $535 as this matched the fair value for replacement rugs of similar size and appearance. The customer accepted this offer on 4/5. 
  
  The 2nd claim was filed on 8/13 and reviewed on 8/14. We estimated their damaged rugs to weigh a combined 80 lbs which resulted in a per-policy offer of $80. The customer shared their dissatisfaction with this offer.
  
  After further review, we have increased their offer to $465 which in total is $1,000 for all claims. This is $880 above policy and intended to resolve their dispute. The customer has not accepted this reoffer but it is available for them to review within their Clutter account portal.