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

  19801 85th S Kent, WA 98031

• 

  Clutter Self-Storage

  280 Fullerton Ave Yonkers, NY 10704

• 

  Clutter Self-Storage

  1 Holland Ave White Plains, NY 10603-3317

• 

  Clutter Self-Storage

  3046 Northern Blvd Long Is City, NY 11101-2816

  

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:07/15/2024

  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.

  I closed this account in July of 2023 and asked for final items to be donated. I have reached out multiple times to have the account closed. Monthly they have attempted to charge me and ignored my request to close this account.Monthly they continue to try to charge me ****** for one item that is in storage that k requested for donation and close out of account months ago.

  Business Response

  Date: 07/23/2024

  Clutter is a full-service moving and storage company. For a fee, Clutter packs and stores customer items in one of our warehouses where 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. Additionally, Clutter acquired its competitor MakeSpace in early 2022. This customer joined MakeSpace in July 2019.
  
  
  On 12/1/2023, the customer booked their most recent appointment which was a subsequent return consisting of 61 returned items. The customer intentionally kept 6 items in storage. 
  
  
  On 12/30/2023, the customer filed an issue claim to dispute being charged another monthly storage rate for "5 items". They also claimed that each time they called requesting a reduced rate, we allegedly "gave them the runaround" and that the account could be "considered closed". Their intended resolution was for us to refund their past 3 months of storage. Since the customer failed to book a final return or disposal, their account has remained open and we consider each storage fee since then to be valid.
  
  
  After reviewing the claim on 1/2/2024, we realized that the customer was eligible for a ********************** plan downgrade following their 12/1 return. Clutter does not immediately downsize customers but we offer this as a courtesy if we spot downgrade eligibility. A banner is displayed in customers' account portals when eligible to initiate the downgrade themselves. Our offer for the 12/30 claim covered a retroactive downgrade of their storage fee from 12/1-1/02. We did not refund any prior storage fee.
  
  
  The customer reached out to us via email on 1/02 to question the reasoning behind our claim offer which we happily provided. We let the customer know that their account would remain open until they book a disposal or final return. On 1/03 the customer asked how much it would cost to dispose of their remaining items and we provided an estimate. On 1/05 the customer replied, "Please be advised that the remaining items should be discarded and this account closed." We told the customer that they needed to book disposal themselves due to specific agreements they'd need to sign and haven't heard from the customer since. 
  
  
  The customer's ******************** complaint lists false information. They did not close their account in July ******************************** December 2023. All customers are required to book disposals and authorize them via their account portal. The customer automatically agreed to **********************'s terms when they transitioned from MakeSpace to Clutter in 2022. As such, the continued billing of monthly charges is valid.

• Initial Complaint

  Date:07/11/2024

  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 stored my things with Clutter (Formerly MakeSpace) in September of 2020. During that year I took some things out and put them back in. In 2021 I took some more things out but left the majority of my items.. On June 19th I scheduled an appointment to collect all my belongings and was set to collect them on July 1st. On July 1st as I am collecting my belongings a Clutter employee lets me know that "my tv" was not founds. It was not a TV, it was a painting that was a gift from my grandparents and unique of its kind. The painting was painted for my grandparents and is unique and irreplaceable. Additionally, once my things were delivered a secretary desk I had was also missing. The employee told me to call customer service and they would tell me how they were gonna look and there was a 50% chance they would find my things. There is no way to call customer service about this I had to file a claim and put in the value of the items only to get an almost immediate response letting me know they could not find anything and that they would pay $50 per item. I asked them to show me proof of any attempts to search and they would not give security footage or anything related to the search. I really don't want money, I want my things and I want evidence that a proper search an tracing was conducted. They have codes on every item, there has to be a trace of where the item was. They claim I only had the basic insurance but when you put things in storage you cover for damages, that would be understandable but not for your things to disappear. There are several people on the same boat as me and if they really really cant find my things, I would like to be compensated fairly. They have now disabled my account and I am unable to access any history for the items or continue to file claims, they can essentially act like nothing happened. The email associated with the account is ******************* I paid them close to $11000 over the past four years

  Business Response

  Date: 07/18/2024

  Thank you for bringing this customer's complaint to *********************** attention. Clutter is a full-service moving and storage company. For a fee, Clutter packs and stores customer items in one of our warehouses where 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 submitted a claim for the missing items on July 1st, 2024. A Trust and Safety specialist reviewed the claim and made a search ticket to the appropriate warehouse team to the supervisors that oversee the warehouse network in which the customers items would have been stored.
  
  
  The warehouse supervisors performed what Clutter calls a phase search. The search involves reviewing the customers inventory history, reviewing all of the pallets the customers items had been stored on, reviewing our lost and found, and double checking the pallets. Two separate warehouse supervisors performed this process and confirmed the claimed items could not be located. As such, the items were assumed lost.
  
  
  On July 3rd the claim was resolved per the clients protection plan. The client did not purchase additional protection prior to onboarding with MakeSpace so her protection is $1/lb protection by default. With MakeSpace, basic protection was $0.60/lb but was increased to $1/lb upon ingestion into Clutter.
  
  
  The client communicated with Clutters Trust and Safety team over email in regard to her dissatisfaction with the claim and desire to review search processes personally. The specialist the client corresponded with communicated the relevant policy to her and communicated that search notes and security footage are internal documents and cannot be shared externally so as to not compromise Clutters security and privacy of other customers. Given the clients level of concern another specialist stepped in to take over the process. 
  
  
  Trust and Safety has since reached the client via voice call to explain search processes, security policies, and to find another resolution. The client is currently working with Trust and Safety for additional searches for the missing items and Trust and Safety has given the client an offer above her level of coverage. The client is encouraged to reach out directly for additional concerns.

• Initial Complaint

  Date:07/08/2024

  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.

  - Used Clutter to store belongings from August 9, 2023 - April 18, 2024 - Paid $168/month for storage and an additional $25/month for insurance on my belongings - Clutter returned my items, but my Louis ******* purse ($3,134) and my husband's macbook air (serial number ************* were missing - I filed a claim and went back and forth with the company, but they denied it after conducting their own internal investigation (there was no accountability or proof they did anything)- I asked to see video surveillance of my items many times and was never given an answer - I asked to go to the warehouse (or just let me know where the warehouse is) but was never given an answer - The missing items were packed in different boxes (we made an inventory list of what was in each box) and we believe someone carefully went through our belongings and then stashed the purse and laptop in a box with clothing hangers (the only other items we are missing) to steal away - I filed a police report with the ***** police department because that's the only address I could find on the company (case number 24-50444)- the original document from the company (attached as bill of landing) even acknowledges that we had high value electronics and products, but when reviewing the claim, Clutter said we can't prove anything - I am asking for all of my storage money and insurance back (all the money I paid to Clutter) AND compensation to replace my purse (it was limited edition and no longer sold, so I need a comparable amount of compensation) and my husband's laptop. And I was charged $9 for no reason on April 18, 2024, after my move finished and I did not go over time.

  Business Response

  Date: 07/12/2024

  *******************
  **************************************************************************************************************
  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 June 28, 2024 ******************* had a scheduled moving appointment. Unfortunately, the Clutter moving team was unable to arrive on the scheduled date, and had no other choice but to reschedule for July 5, 2024. 
  
  
  ** advised Clutter that they needed to be moved out of their current location by June 30, 2024 and they would not be able to receive the Clutter moving team on July 5, 2024. Therefore, the Customer canceled the appointment. Per ********************** terms and conditions a customer cancelation will provoke an automatic fee of the 10% deposit that is held which in this customers case was $17.90. 
  When the customer reached out to ********************** to request a waiver of this fee given that the Clutter moving team was unable to attend their first requested move date, ** was informed that they would need to submit an issue claim  with the Clutter Trust & Safety department. 
  
  
  ** has stated that this is to provoke unnecessary work for him to entice him to not pursue a refund. However, this is standard practice at Clutter as all monetary compensation requests for items, or for issues must go through the claims department so that a  formal review of the request can be documented. The claim process was not created or insisted upon to cause ** an extra step of work.
  
  
  On, July 7th, ** filed a claim for reimbursement of the non-refundable deposit of $17.90. The Trust and Safety Team reviewed the claim shortly after submission on July 7, 2024 and the ** accepted the resolution on July 7, 2024. 
  
  
  The refund of $17.90 was issued to Wus card on file on July 9th 2024, so we consider this issue fully resolved at this time.
  
  

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21952400
  
  I am rejecting this response because: this is unrelated to my complaint. You have sent me someone elses resolution in error. Even the persons name is wrong this should be sent to someone else. I continue to wait for a response to my complaint. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/24/2024

  Clutter, Inc is a household goods moving business that provides item storage within warehouses. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas.
  On April 22, 2024 ******************* filed a claim with the Clutter Trust & ***************** claiming two lost items: A **************** purse and a Macbook Air. *** claims these items were packed in boxes that were taken into the Clutter Smart storage facility during Lius onboarding appointment on August 8, 2023. The Clutter Trust & ***************** did a thorough review and investigation of the customers claim and concluded that the items being claimed as lost or theft were invalid and Clutter is not to be held accountable for the items the customer ******************* has claimed missing.
  On August 8, 2023 the Clutter field team arrived at **** home. The items retrieved from **** home for storage were pre-packed and sealed by ***. The Clutter team loaded the customer packed and sealed boxes onto the ********************************************* truck and took them to the Clutter smart storage warehouse facility where Lius items were palletized, wrapped and stored. These items remained in the same state until **** recent appointment on April 18, 2024 where *** requested the return of all items in storage.
  *** received all 62  of her stored items, including those that were categorized as  customer packed boxes, back into her possession and has claimedshe is missing missing the purse and macbook air from their boxes.  Clutter takes such claims very seriously, and  a full investigation was initiated and concluded with a claim denial given that *** was unable to provide any proof that any of their customer packed boxes were tampered with or that these specific items were stored with Clutter.
  As the items being claimed were not items individually inventoried or handled by a Clutter team member, Clutter will not take liability for either of these two items, as Clutter can not conclude that the said items were in fact inside of these Customer packed boxes.
  In addition, it is made clear to Clutter ustomers that any Customer-packed Boxes will not be covered under any form of protection plan and will be exempt for any monetary coverage at the time of using Clutters services under Clutters Limited Security Warranty Policy.
  Clutter Terms of Service regarding Customer Packed items:
  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, and were not inventoried by Clutter. ************************************************
  Therefore, the dispute *** has made with the Better Business Bureau should be considered resolved as all necessary actions were taken to resolve **** claim.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21952400
  
  I am rejecting this response because you / clutter has never shown any proof you did any work to look / recover items. The fact that stuff was already packed so you don't take any responsibility is BS. The whole policy is total BS meant to just s**** your customers and protect yourself. This business is such a scam. Prove to me you did any work or are still looking for the lost items. If you say they weren't stolen in storage, they must still be at your warehouse.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/28/2024

  The Limited Security Warranty Policy states:

  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 Terms of Service states:

  "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."

  Customers agree to these terms when onboarding and cannot use the service if they do not agree to these terms. The customer is encouraged to pursue other ********************** options that do not have such policies if that is a priority when looking for a moving/storage option.

  Clutter will not share internal documentation of warehouse processes on a public platform or externally with customers as a matter of **********************'s proprietary rights and warehouse security. The customer is encouraged to reach out to ********************** directly to inquire more about Clutter search processes.

• Initial Complaint

  Date:07/08/2024

  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.

  On June 28th, Clutter was supposed to have arranged for 2 movers to move me out of my apartment with the pickup window of 7 AM to 11 AM. At 7:42 AM on my pickup date, they emailed me, "We are building our schedule for today, June 28th, reschedule your order due to unforeseen staffing constraints. You were previously scheduled For today, however, it looks like well need to move your appointment to July 5th between 7AM-11AM". June 28th was my moveout date and having Clutter arrange movers to come on July 5th would incur 7 days of late move-out fees. I contacted customer support to cancel the July 5th appointment and asked for my deposit back. On July 7th, I received an email from Clutter's customer service stating my request to have my deposit refunded has been rejected and I need to dispute it further through an issue claim. The rejection of my initial refund request shows they will try to keep your money with the hopes that the dispute process isn't worth someone's time. Do not trust them with your business or your property.

  Business Response

  Date: 07/12/2024

  *******************
  **************************************************************************************************************
  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 June 28, 2024 ******************* had a scheduled moving appointment. Unfortunately, the Clutter moving team was unable to arrive on the scheduled date, and had no other choice but to reschedule for July 5, 2024. 
  
  
  ** advised Clutter that they needed to be moved out of their current location by June 30, 2024 and they would not be able to receive the Clutter moving team on July 5, 2024. Therefore, the Customer canceled the appointment. Per ********************** terms and conditions a customer cancelation will provoke an automatic fee of the 10% deposit that is held which in this customers case was $17.90. 
  When the customer reached out to ********************** to request a waiver of this fee given that the Clutter moving team was unable to attend their first requested move date, ** was informed that they would need to submit an issue claim  with the Clutter Trust & Safety department. 
  
  
  ** has stated that this is to provoke unnecessary work for him to entice him to not pursue a refund. However, this is standard practice at Clutter as all monetary compensation requests for items, or for issues must go through the claims department so that a  formal review of the request can be documented. The claim process was not created or insisted upon to cause ** an extra step of work.
  
  
  On, July 7th, ** filed a claim for reimbursement of the non-refundable deposit of $17.90. The Trust and Safety Team reviewed the claim shortly after submission on July 7, 2024 and the ** accepted the resolution on July 7, 2024. 
  
  
  The refund of $17.90 was issued to Wus card on file on July 9th 2024, so we consider this issue fully resolved at this time.
  
  

• Initial Complaint

  Date:07/02/2024

  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.

  The movers showed up and told me they had run out of "tape" after their last moves and likely **uld not finish the job when they showed up late in the day . They also said they did not have sufficient time to move my belongings because their drive time was restricted and there was a legal labor cutoff. When I called customer service the supervisor told me they would send a new team to finish the job. After 20 minutes they informed me no other teams were available. I asked the supervisor what to do as I had to be out of my apartment and I had a flight the next morning. They rescheduled an additional pick up on July 3rd and I informed them I was leaving the next day and would not be there. The supervisor told me that the only thing I **uld do was file a claim and throw out the furniture. I had to hire a junk removal ** to **me last minute and throw approx. $3,000 of furniture into the apartment dumpster.

  Business Response

  Date: 07/12/2024

  Clutter is a full-service moving and storage company. For a fee, Clutter packs and stores customer items in one of our warehouses where 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. Prior to their first appointment, customers are asked to complete a virtual walkthrough to ensure we provide an accurate estimate for time and cost as well as scheduling.
  
  
  On 6/12/24 the customer booked a ********************** pickup for 6/30 with an arrival window of 11 am - 2 pm. Prior to the pickup, the customer completed their virtual walkthrough which estimated ****** cubic feet of items consisting of 1 chair, 1 sofa, 5 small boxes, 3 medium boxes, and 1-10 misc items. Our team arrived at 1:42 pm and packed 35 items totaling 366 cubic feet. We've deemed this to be an underquote.
  
  
  At the end of the appointment, our movers reported that all items intended for storage were picked up despite the customer's complaint we received around the same time. The customer reached out to our chat support 1 hour ahead of the order ending to report the team's lack of packing materials. We confirmed this to be true.
  
  
  Due to ********** of ************** limitations, our movers have a legal cutoff they must abide by. Due to reaching this cutoff as well as running out of materials, we attempted to book a subsequent appointment but the customer refused.
  
  
  The customer reached out to our support line around 2:41 pm PST to 4 pm PST. Due to the customer refusing a subsequent appointment, we directed them to file an issue claim since at that point the only resolution we could offer was monetary. Not once did our support team encourage the customer to dispose of their items, that is solely on the customer.
  
  
  The claim was filed by the customer on 6/30 and was reviewed on 7/2. An offer was made but we did not meet the customer's full demand.  The customer agreed to our Terms which state:
  
  
  "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: ********** of ************** or state tariff regulations; labor shortage; unexpected logistical challenges; "
  
  
  Clutter is not responsible for what occurred to the customer's items that remained after we left. We attempted to resolve their concerns via their issue claim but ultimately our ideal solution of returning in a later appointment was refused. 
  
  

• Initial Complaint

  Date:07/01/2024

  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 filed complaint OdO247ed with Clutter July 1, 2024 I hired Clutter to pick up furniture from ********************************************* on May 20, 2024. The items were picked up by Clutter, and I paid. I arranged to store them w/Clutter and have them delivered on July 3, 2024 to *****************************. Since June 8, I've communicated with Clutter to get the *** (certificate of insurance) I need for my new building to allow me to move in, and I have informed multiple times Clutter I need the *** by July 1 to move in. Clutter repeatedly has told me to wait since it is waiting for authorization for the ***.At this point, I can't get the *** to my new building in time to move in cuz Clutter has no idea when it can get me the ***. So my furniture is stuck in storage. I had to cancel the move into my new apartment cuz I don't have the ***. Clutter had the nerve to charge me a $100 cancellation fee even though it is Clutter's fault.Here are SOME dates I've contacted Clutter to get the *** (not including online chats):June 8: 8:20am; 4:00pm June 14: 9:01pm June 25: 2:52pm; 10:16pm June 27: 8:48am; 8:50- 8:53am 12:10pm; 6:30pm; 10:21pm; 10:24pm June 28: 9:43am; 11:49am; 3:33-3:37pm; 6:14-6:16pm; 6:22pm; 6:32pm June 29: 6:01pm; 10:15pm; 11:44pm; 11:50pm June 30: 10:57am; 12:32pm July 1: 11:24am; 11:28am; 12:10pm; 12:36pm; 2:59pm I request that Clutter:1 - Credit back all the fees I paid to store my items ($205 storage unit fee, $15 protection, $138 monthly fee, $80 prorated). Clutter requires you to use their storage to move your items on a later date. I never would've contracted w/Clutter had I known it wouldn't get me the *** required to move in.2 - Reimburse the $100 cancellation fee I was charged July 1, 2024 (Invoice ******). 3 - Dispose of my items stuck in storage no charge to me. 4 - Reimburse me for items I now need to buy due to Clutter: $1,227.96 bed/mattress/frame/box/dresser/nightstands/mttrss pad That equals $1,765.96 Thank you.

  Business Response

  Date: 07/10/2024

  Thank you for bringing this customer's complaint to *********************** attention. Clutter is a full-service moving and storage company. For a fee, Clutter packs and stores customer items in one of our warehouses where 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 joined ********************** on May 20, 2024, and booked a return appointment for July 3, 2024, on June 27, 2024.
  
  
  The first record we have of the customer requesting a *** is on June 27, 2024. Our records show the customer reached out 4 times on June 27 to request a *** with the requested information. Customers are able to request ***'s directly from their account portal which is what our support team instructed the customer to do. The customer stated that their building requested we use their own *** format.
  
  
  The customer reached out with the same request 9 times on June 28 and reported multiple errors with the *** we provided on June 28.
  
  
  On June 30, we sent an updated *** which the customer's building management rejected due to missing specific information.
  
  
  On July 1st, the customer canceled the return order.
  
  
  Clutter does not produce ***s in-house as they are supplied by a 3rd party provider and we utilize a standard *** format for all customers. Any specialized edit requires approval by our provider and may not be approved. As we provide our own *** we are not required to meet every specific *** demand although we attempt to do so to avoid issues with an appointment. Because the customer canceled their own appointment, all work with updating their *** was ceased.
  
  
  In lieu of returning their items, the customer has chosen to dispose of their inventory. Clutter is not responsible for covering the cost of the disposal nor are we liable to refund all of their storage costs. We attempted to meet their *** demand but the customer canceled their own appointment. ********************** is not responsible for the customer purchasing new items.
  
  
  For the negative experience, Clutter provided $100 through an issue claim. All items have since been disposed of and the account is canceled.
  
  
  
  

• Initial Complaint

  Date:06/24/2024

  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 was looking for a moving service and was called by clutter. The red flag was when I paid my deposit, the representative, ***********************, created my account but forgot to charge my credit card. when contacted, I submitted my information and required receipt of payment. I advised ****** that I needed to move the first week in July, she suggested July 4 to which I asked where they open on the holiday and was told yes. With that I booked the appointment For the earliest timeslot and prepaid the balance. I have several confirmation emails from ****** repeating the July 4 date as a ago. Last week on June 21, I was contacted by the company and told that they had changed my date to July 5. No one had contacted me in the weeks prior to my move to see if the new date was okay but instead waited until 10 days before my scheduled move to tell me I was moving in July 5 and not July 4 - the date I paid to reserve. My entire move has been built around July 4, it is too late for me to reschedule my helpers and postponing the additional day will cost me more money and poses an inconvenience. Not to mention the conflict of having to request an extension at the last minute to keep utilities on in my name for the additional day. I explained to Clutter that our communication and confirmation constituted contract and by rescheduling my move withoutmyconsent was a breach of that contract and because I was unable to accept their change, I required to be reimbursed for my deposit and the holding deposit, to which they agreed. After sending me an email confirming the refund, Clutter then reneged and changed the terms of the refund stating that they could not refund the hold deposit, despite the fact that Clutter, not me, broke the reservation hold agreement. I am seeking assistance getting the remaining balance the company agreed to reimburse me. I feel that I am being victimized by Clutters unfair and deceptive business practices.

  Business Response

  Date: 06/27/2024

  Clutter is a full service moving and storage company that offers moving services with a non-refundable 10% deposit. ***** booked a moving appointment on May 16, 2024, for July 4, 2024. 

  On June 21, 2024, the Clutter team contacted ***** to confirm we do not operate on July 4, 2024, and that we rescheduled their move to the next earliest date on July 5, 2024; giving ***** a 2 week notice to cancel or reschedule. The appointment has since been cancelled and on June 27, 2024, Clutter refunded the $59.70 deposit as a courtesy. Please review our terms of service,

  "Clutter may, in its sole discretion, refuse, cancel, postpone, or otherwise reschedule any Services, including pick up, delivery, packing, collection, or return of Customer Items, for any reason or no reason, including, without limitation: unsafe travel or weather conditions; unsafe onsite conditions; harassing, rude, or threatening conduct by Users, whether actual or perceived; limited, no, or obstructed access to the Pickup Address or ***************** exposure to or evidence of insect, rodent, or mold activity or infestation; complications due to a User being evicted from a Pickup Address or ***************** ********** of ************** or state tariff regulations; labor shortage; unexpected logistical challenges; prior or current unpaid account balances or incomplete documentation; or any other reason."

  Clutter called and spoke to ***** on June 27, 2024, and resolved this complaint.

• Initial Complaint

  Date:06/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had items in storage with Clutter for the past 3 years. I removed all items out on May 27, 2024. However, I was charged $94.93 for **** storage due to 4 items (a mattress and 2 outdoor chairs, and 1 outdoor table) that I paid $113 on May 20th, to have removed for donation and/or trash. I was suppose to receive a credit of $95.07 for the unused days of storage (from 28th-31st of May).Instead the credit was applied towards ****'s storage. Today, I was told via a rep that my account should be closed but there's an issue because the mattress can't be located. THIS SHOULD NOT BE MY PROBLEM.Nevertheless, I informed Clutter, that I can see the mattress in my portal. I've paid approximately $22, 600+, to these folks over the past 3 years. Having paid $610/Month, and $659 in May.All I'm asking in return is the $75 for being overcharged at move out (a settlement offered), my credit of $95.04, and a refund of the $113 paid for disposal of the mattress and outdoor chairs/table, which has not been done thus causing confusion, and prolonging closure of my account.

  Business Response

  Date: 06/23/2024

  Clutter, Inc is a household goods moving business that provides item storage within warehouses. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas.
  
  
  The customer raised this request via *********************** internal claim process on May 28th and again on June 11th. At the time of this response Clutter has issued refunds for $94.93 on June 4th, $95.07 on May 27th, $372 on May 23rd, and $75 on May 20th. As such, Clutter considers this issue resolved as Clutter has met all of the customers requests. If the customer would like further support she is encouraged to reach out to Clutter directly.

  Customer Answer

  Date: 06/25/2024

   
  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:05/28/2024

  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.

  I had my apartment furniture with this company from 09/22 - 05/24. They took my furniture from ********, ** all the way to ************, ** and never informed that it would be sent so far with one of their storage locations being in ****************. For close to 2 years they charged me a fee for any of my items needed out of my storage and i wasn't able to retrieve myself due to the distance. I received all of my furniture back yesterday and some of my items was broken and torn. My loveseat couch was torn, my 50- inch flat screen tv was smashed and my crockpot stoneware was broken. They only approved the claim for my TV.

  Business Response

  Date: 06/02/2024

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

  Part of Clutter's business model is that Clutter locates its warehouses outside of the city to save on operational costs for warehouse facilities and to then pass those savings to customers. **********************'s homepage states:

   

  "Where are your warehouses located?
  Our warehouses are located outside the city so we can pass along savings to you. We have locations across ************* in almost every major metropolitan area of the ************* and *******."

  Clutter's Terms of Service states:

  "Clutters smart storage services consist of photographing, inventorying, and palletizing the Customer Items, as defined below, picking them up from a Pickup Address, and storing them for an indefinite period of time in a facility owned, leased, subleased, licensed, or sublicensed by Clutter, plus any related add-on services such as wrapping, packing, or boxing the Customer Items, adding to or returning from storage a subset of Customer Items to a Delivery Address, and making a final return of the Customer Items from ********************** to a Delivery Address (together, the Smart Storage Services)."

  Clutter protects customer items under the Limited Security Warranty Policy. All claims filed are reviewed and, if Clutter's liability is approved, compensated under the Limited Security Warranty Policy. The full document can be reviewed here: **********************************************************************

  All customers concerned with the outcome of their claims are encouraged to reach out to the Trust and Safety team by contacting our support line or by emailing *********************************

• Initial Complaint

  Date:05/21/2024

  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.

  I have been using clutter storage facility since 2019. This past month the monthly rate became way too high and I can no longer afford them. Originally I was told once I no longer need them they would deliver my things anywhere I wanted at no extra cost. That changed to a fee of 211 plus labor and etc. I filed a complaint on the website. Unfortunately I filed incorrectly and they only gave me supposedly 105 in credit. I've been in communication with them since the beginning of May with chats, emails and phone calls. I told them I no longer wanted to use their services. I was told they only need 2 days to arrange my things to be delivered. I found a new storage place for 1/3 rd of the costs. I contacted them Sunday and gave them the address. I was told that the month of May they didn't have a truck that could deliver my things until June 7th. Which forces me to have to pay another month. Mind you I was giving them over a weeks notice. I have already arranged the new place as of May 30th. So now I'm going to have to pay them as well and clutter. The only solution they offered is for me to pick it up my things.I don't drive plus they never disclosed their address until yesterday. They are 2 hrs away in *************** **. ******** services charge by the ************** so its astronomical. All I'm asking is to have my belongings delivered before the new month to my new storage place. Its not my fault they don't have enough trucks for the demand. So why do I have to suffer? Its truly unfair. I needed the storage after the death of my parents. Moving back home into my parents apt I couldn't bring my things so I was forced to put them in storage. Please tell me you can help me in this situation Currently I was told I'm on standby for the rest of the month of May. If someone cancels then they can deliver my things. If no one does then I am forced to wait until June 7th and have to pay them another month forcefully.

  Business Response

  Date: 05/30/2024

  Clutter is a full service storage company. For a fee, Clutter will collect items from customer locations and store them in a warehouse. In lieu of onsite access, Clutter digitally inventories each item with a barcode and photos that can be accessed through each user's account portal. Once a customer is done storing, the ********************** team may return their items within the service area they were stored in. Appointments are subject to availability. 
  
  The customer joined ********************** in 2019. Within the release agreement the customer agreed to: "Subsequent Pickups and Returns Subsequent pickups and returns are free up to 1:00 hours per job 100 times per 1 month. A 0:00 per job minimum applies. Any additional time will be billed at a rate of $65.00 per mover, per hour. Thereafter, labor is prorated to the nearest minute. Pickups or returns that involve large items (35 lbs. or more) may require an extra mover for safe transport. Extra movers cost $65.00 per mover, per hour....c. Final Returns Final returns will be charged at a rate of $65.00/hour/mover. A 0:00 moverhours minimum per job applies. Thereafter, labor is prorated to the nearest minute."
  
  Based on their release agreement, the customer never had a free final return which is what they're referencing in their complaint. They also complained about warehouse return pricing but this return option was not available when they onboarded in 2019. Their release agreement also listed this: "6. Plan Changes 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. Any Change to pricing or payment terms shall become effective in the billing cycle following notice of such change." Clutter informed the customer of pricing changes via email on April 30, 2022 that went into effect with their June 1, 2022 bill. Their final return pricing increased to the current $211 service charge + $78/hour per mover labor rate.
  
  On May 9, 2024, the customer filed an issue claim to dispute this pricing change. We consider the price change to be valid but we offered $105.50 which is 50% of their final return service charge as a courtesy. The customer accepted and this offer was applied as a credit. The customer then had issues with appointment availability. All appointments are booked on a first come basis so we offered the customer $50 as a courtesy to for their availability complaint. 
  
  In total, $155.50 has been offered to the customer a courtesy for their complaints. The customer currently has a final return scheduled. We do not waive storage fees if their final return date is set after a bill date.
  

  Customer Answer

  Date: 06/02/2024

   
  Complaint: 21735200
  
  I am rejecting this response because:

  I mentioned in my first contact about this credit. What I'm extremely upset over is being forced to pay for the days my belongings are being held for the month of June.   I was told Clutter only needed 2 days to make arrangements.  Its a scam that the company is telling me I have to wait until June 7th to get my things out.  I'm sure you had time to get new customers in.  But you are forcing your old customers to pay a fee that should have at least been warned saying its a possibility we might not be able to move it in time or something.   As big of a company you should have more than enough trucks to move my things and not have me pay for a new storage facility and yours.  

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

  Business Response

  Date: 06/06/2024

  Clutter provides full service moving and storage. As was the case when the customer onboarded, all appointments are booked online by the customer. Customers can access their account portal at any time online and schedule an appointment. All appointments are first come, first serve and subject to availability. Clutter does not guarantee appointment availability within 48 hours of a request, as the warehouse team requires time to prep and load items into a truck for return. Additionally, all appointments are first come, first serve; thus, Clutter does not guarantee availability within 48 hours. Please review the terms of service,

  "Any change to our ************ Services pricing or payment terms shall become effective in the billing cycle following notice of such change to you as provided in these Terms. Notwithstanding the foregoing, fees for booking initial appointments, additional pickups and/or deliveries, final returns, or other appointments or add-on services are subject to change and will be calculated on the Site, at the Pickup Address on the date of your appointment, or in your Clutter Account at the time of booking.
  You may cancel your ************ Services at any time once the minimum storage term you committed to has been met; however, you will not receive a refund for the then-current subscription period. If your ************ Services are canceled before the minimum storage term you committed to has been met, all applicable fees (including payment for the remainder of the minimum storage term and any applicable termination fees, disposal fees, and/or return fees) will be due and charged to you upon booking a final return of the Customer Items. To cancel the ************ Services, book a final return of the Customer Items through your ********************** Account at ******************************************. When you cancel the ************ Services, you cancel only future charges associated with your Clutter Account. You may notify us of your intent to cancel the ************ Services by booking a final return of the Customer Items, but the cancellation will only become effective at the end of the subscription period in which we perform your final return. You will continue to have the same access and benefits of the Services for the remainder of the current subscription period."

  As per Clutter's policy, we do not offer full or prorated refunds on storage costs. We kindly ask for customers to schedule their final delivery on a date before their billing date to prevent any additional storage charges. Please see our Terms of Service here: www.clutter.com/legal/tos
  You may cancel your ************ Services at any time once the minimum storage term has been met; however, there are no refunds for cancellation for the then-current subscription period.
  
  

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21735200
  
  I am rejecting this response because: your company is total scam. You had plenty of drivers to get new clients in but when it comes to ppl trying to leave you force them to pay another month.  You supposedly gave me a $155 credit but it went no where and I had to file another claim.  Again supposedly they are fixing it but I'm still waiting.   Your customer service team said 2 days is all that was needed and I gave over a week notice and still had to pay for **** smh.  I want the BBB to be fully aware of your tactics.  I read all your horrible reviews just wish I had before giving you my belongings. 
  
  Sincerely,
  
  ***************************