Complaints

• Initial Complaint

  12/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

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

  Business response

  12/29/2024

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

  See Details Below: 

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

  
  

  Customer response

  12/31/2024

   
  Complaint: 22711810
  
  I am rejecting this response because:

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

  Business response

  01/08/2025

   

   

  Clutter stands by the previous claim response: 

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

  Customer response

  01/09/2025

   
  Complaint: 22711810
  
  I am rejecting this response because:

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

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  12/09/2024

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

  Customer response

  12/09/2024

   
  Complaint: 22641931
  
  I am rejecting this response because:

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

  Business response

  12/10/2024

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

   

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

   

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

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  12/05/2024

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

  Customer response

  12/08/2024

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

   

  Sincerely,

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

  Business response

  12/12/2024

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

• Initial Complaint

  11/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

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

  Business response

  11/23/2024

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

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

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

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

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

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

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

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

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

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

  
  

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stored my belongings with ********* starting in Oct 2021. Clutter took over that contract in Feb 2022 raising my rate to $440 a month for a 10x15 unit, as opposed to $333 for a 10x10 space. After ************************************************************************************************************************************** to being over charged. My total measured items were somewhere around 360 cubic ft, where they had my items measured at 406 cubic ft, requiring me to pay for a 10x15 space instead of a smaller less expensive one. After pointing out their error it took them 2 months of back and forth correspondence (most of which they responded with false information on my items) to admit to their fault and them adjusting my plan. However they refused any sort of compensation for past over payments. "As mentioned prior, no refunds will be offered for prior storage payments made." Considering the power they held with having control over my property I felt powerless to address this issue further, especially after reading the many scathing reviews I found after a brief search. Now I am finally able to retrieve my items and can address this dispute.Currently I am trying to retrieve my items myself only to find out availability for self pick up is scarce and they only allow pick up with a pre-scheduled appointment. Because of their lack of availability, I am forced to pay for more time to wait for them to be ready for me to retrieve my items. I am not interested in giving this company more money, especially with them owing me $1500. I should be able to retrieve my items before the next billing cycle, considering it is over 2 weeks away. However they don't have availability until the following month. Communication with the company is difficult. The only way to talk with someone is through their call center, located in *****, which never resolves the issue. I have email documentation between myself and the claims department if that would be helpful.

  Business response

  11/13/2024

  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 was a former MakeSpace customer in which ********************** acquired MakeSpace February of 2022. The customers account was digitally transferred over to Clutters platform. ****** was made aware of the acquisition via email and by continuing to store with Clutter, ****** agreed to our Terms of Service. 

  Per Clutters Terms of Service, By using the Services or other paid services or products provided by Clutter, you agree to the 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. Any change to our pricing or payment terms shall become effective in the billing cycle following notice of such change to you as provided in this Agreement.

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

  Clutter additionally reviewed the issue claim(s) filed by the customer which was approved on January 2, 2023. As ****** did not accept the claim offer within 30 days of approval, the claim was closed without pay. ****** *** choose to file additional claims via his online account portal for ********************** to review. 

  ****** is disputing the storage plan he was assigned to. After Clutter conducted an internal audit of ******* inventory, we were able to downsize his plan and paid the difference in unused time. Clutter does not retro downsize customers accounts. Downsizing is the customers responsibility when applicable and can be completed through their account portal. 

  Clutter offers appointments on a first come first serve basis. We offer delivery returns, within our service areas, and warehouse pick **** which can all be booked through the customers account portal. 

  Customer response

  11/13/2024

   
  Complaint: 22542447
  
  I am rejecting this response because: "****** is disputing the storage plan he was assigned to. After Clutter conducted an internal audit of ******* inventory, we were able to downsize his plan and paid the difference in unused time. Clutter does not retro downsize customers accounts. Downsizing is the customers responsibility when applicable and can be completed through their account portal."

  Your business is set up for you take all of the responsibility.  You wrap, move, presumably measure and then store our belongings.  We are not allowed into your facilities.  We do not have direct access to our property.  Your claim is that your ToS states that we accept your rates.  It says nothing of arbitrarily assigning unused larger spaces for and up charging.  I did not accept the initial "resolution" to my 1st claim as there was no compensation for the $1,500 charges over 14 months for a storage space that you admitted to being too large. The statement that "it is the customer's responsibility to downsize" is not a possible task given the nature of the business and the structure of their portal.  After discovering the multiple drastic over measurements of my property it took almost 4 months of patient back and forth where I provided exact measurements only to be told they were still auditing the account only to then coming back with false info.  Your admission to your error only came after I pointed out your claims department was stepping into fraudulent territory by falsely claiming to measure things larger than they were to avoid giving me the correct rate.

  I have reached out to my lawyer.  At this point it does not seem like Clutter will take responsibility for a clerical error on their end and intends on illegally keeping my $1,500.  If you don't see your accountability in this situation then we will have to settle in small claims court.  

  I will resolve the issue of reacquiring my property at my own expense through their more expensive delivery service as I am certain I will be up-charged with hidden fees, indicated by the many complaints online.  I have the means to pick up my belongings in person and yet they require me to wait, charging me another month's rent.  This is a scam and needs to be investigated.

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

  Business response

  11/20/2024

  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 was a former MakeSpace customer in which ********************** acquired MakeSpace February of 2022. The customers account was digitally transferred over to Clutters platform. ****** was made aware of the acquisition via email and by continuing to store with Clutter, ****** agreed to our Terms of Service. 

  Per Clutter Terms of Service, Per Clutters Terms of Service, By using the Services or other paid services or products provided by Clutter, you agree to the 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. Any change to our pricing or payment terms shall become effective in the billing cycle following notice of such change to you as provided in this Agreement.
  
  By using our service, ****** agreed to our Terms of Service. As such, our pricing is valid in full.

  Clutter offers services that allow customers to ensure they are in the correct storage plan, such as inventory re-shoots and audits. When assessing ******* claim, Clutter conducted an internal audit of ******* items. Our audit revealed that one item was measured inaccurately. After adjusting the cubic feet of the item, ****** was still in the correct storage plan of 10 by 10. Please note, this is the same plan size ****** was assigned to when storing with Makespace.

  On January 2, 2023, Clutter offered ****** a courtesy offer of $136 for his overall experience. The claim offer was canceled after 30 days due to ****** not accepting. If ****** would like to receive this offer, he can reach out to our customer service team at ************** to have the claim offer re-issued.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - 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

  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

  09/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I stored my entire 2 bedroom household items and furniture for 18 months at the tune of $9,900 ($550/mth). Getting my items returned was a fiasco, as there is no one to speak to about coordination, except call center representatives in another country. There is no way to get in touch with delivery people until they are outside (or not) your delivery address. Aside from delivery day snafu, over $7,000 of items were damaged between initial storage and delivery back. I had full documentation of the items damaged and receipts for most items, as well as links to the items to validated the value of each. They damaged my leather couch, crushed my $1000 wool rug (did not roll) and returned it with dust and moths/bugs, broke my LCD flat screen, ******** that was stored with tv went missing, crystal glassware packed in boxes marked FRAGILE were obliterated, they ruined several side tables, broke my standing lamp and crushed multiple lampshades... and then they had the nerve to offer me a claim based on weight of items at $880 after I spent almost 10k to store my items!! Absolutely not, have still not resolved the matter and can't speak with an actual human being at this company to help resolve the matter appropriately. There is nothing I can do but report them to BBB and leave bad reviews everywhere.....

  Business response

  10/07/2024

  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.

  ****, is disputing the amount offered for damaged items that were in smart storage with Clutter. On May 28, 2023 **** scheduled an onboarding appointment selecting our Smart Storage service for Clutter to store their items. Prior to onboarding the customer was offered the opportunity to add additional protection plan coverage to their items. As an additional protection plan converge was not selected, the customers account was covered under *********************** minimal protection plan that covers up to $1/lb for stored items. 

  Thus, the Protection Plan on ****s account covers up to $1/lb for all items. This means that since no additional level of protection was purchased prior to the first appointment, the offer is based on the total weight of claimed items and not the total value. Please see our Limited Security Warranty Policy below:

  "Clutter will reimburse you for: Loss of or damage to your properly packed Stored Items that have been tampered with, lost or stolen while in Clutter's possession, up to a total maximum of US $1.00 per pound in aggregate per User (the "Limited Security Warranty")  and/or damage to your personal effects caused by Clutters gross negligence or willful misconduct, up to a total maximum of US $1.00 per pound in aggregate per User"
  **********************************************************************

  On September 23, 2024, ****, received their items back in their possession and proceeded to file item claims with Clutter. A full review has been completed and as a good faith offer to resolve, Clutter offered an above policy offer above policy coverage. The customer can view the determination via their online account portal.

  Customer response

  10/07/2024

   
  Complaint: 22360073
  
  I am rejecting this response because:

  
  Bree Long
  *******************************************************************
  ******************

  
  October 7, 2024

  
  *****, Trust & Safety Specialist
  Clutter Storage Services
  **********************************>*********************

  
  Dear *****,

  
  Thank you for your response regarding my concerns with Clutter's handling of my stored items. I appreciate your offer of $1,000; however, I find this amount insufficient given the extent of damage and losses incurred, as well as the inadequate coverage provided by Clutters insurance policy.
  After paying nearly $10,000 to store my belongings for 18 months, I submitted claims totaling over $6,000 for damaged and missing items. These claims are based on detailed assessments of each item impacted, which include a broken television, missing ********* drill, weights, broken lamp, infested rug, and damaged crystal glassware. Moreover, it appears that a storage box containing my tools was tampered with, as my Makita drill and drill bits are now missing. These items are essential to my household, and their condition upon return is unacceptable.

  
  Having moved over 45 times and used a variety of moving and storage companies, I have never experienced this level of neglect and damage. The damage to my items appears to be a result of mishandling during packing, moving, and storage, highlighting operational lapses that suggest negligence on Clutter's part. This has left me with irreparable or unsalvageable items, underscoring the necessity for an appropriate response.

  
  Under consumer protection laws such as the ********-**** Warranty Act and applicable state laws that address deceptive practices, I am entitled to a fair resolution when a company fails to uphold a standard of care or meet basic expectations for handling my property. If the settlement I am requesting is not met, I may also have grounds to pursue further legal remedies or report the matter to consumer protection agencies, including the Better Business Bureau, to protect other consumers from similar experiences.

  
  To resolve this matter equitably, I am requesting a minimum settlement of $2,000 to cover the costs associated with my damaged and missing items. Upon receipt of this amount, I will consider the matter resolved and withdraw my complaint with the Better Business Bureau. I believe this is a fair resolution given the circumstances and trust Clutter will take appropriate action to rectify these issues promptly.

  
  Thank you for your attention to this matter. I hope Clutter will respond in good faith to resolve this issue without the need for further actions. Please feel free to reach out to me at ************ or ****************** to discuss the settlement further.

  
  Sincerely,
  Bree Long

  Business response

  10/16/2024

  On May 28, 2023, Clutter serviced a pickup of your items which Clutter packed, wrapped, and stored your items accordingly. Youve agreed to Clutters terms of use when signing up for the Smart Storage service option. Please see our terms of use below. 
  Further, you acknowledge and agree that the Smart Storage Services or other paid services or products provided by Clutter may be made available on a recurring subscription basis ************************ If you enroll in any ********************** you agree to a recurring payment program, which will continue for the agreed-upon subscription period or minimum storage term, if applicable, and automatically renew for additional subsequent periods unless and until you cancel the ********************* or Clutter suspends, discontinues, or terminates them. 
  *****************************************************;
  Thus, the monthly storage charges are valid. No further negotiations will be held to request compensation for valid monthly storage bills. 
  Clutter provides protection plan coverage for stored items at a low monthly charge. As you have not selected a protection plan coverage prior to the start of your first pick-up appointment, your account is covered under the minimal protection plan coverage of up to $1/lb for stored items. 
  Clutter completed a return of all stored items on September 23, 2024. You proceeded to file an item claim(s) and an issue claim on September 24, 2024. Clutter completed a thorough review and contractually owes $446 under the $1/lb protection plan coverage for all item claims filed. 
  Clutter in good faith has offered an above policy offer which can now be viewed via your online account portal.
  
  

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Clutter is holding my belongings hostage with outrageous fee hikes. My original 2019 monthly rate of $272 has skyrocketed to $476.05 since August 2023, a 75% increase! Additionally, I'm facing nearly $2000 in move-out fees, making it impossible to retrieve items of deep sentimental value connected to my late mother. This feels like extortion. Clutter's predatory pricing practices, especially after being acquired by *************, breach the spirit of our original agreement. I'm filing this complaint with the BBB while also seeking resolution through the CA Dept.of Consumer Affairs and the Attorney General. I demand reasonable fees and the return of my possessions.

  Business response

  09/30/2024

  Clutter does not offer customers a guaranteed, indefinite rate for the lifetime of their account. Rather, **********************'s Terms of Service states:
  
  
  "By using the Services, or other paid services or products provided by Clutter, you agree to our pricing and payment terms, as we may update them from time to time. Clutter may add new Services for additional fees and charges, or amend fees and charges for existing Services, at any time, in its sole discretion. Clutter may also charge certain late, rush, and cancellation fees, in its sole discretion. Upon any such changes to fees and charges, we will notify you that such changes have been made via email and/or your Clutter Account. We may, from time to time and in our sole discretion, offer certain discounts, promotional offers, or referral codes (Promotions)in connection with our Services. You agree that Promotions are offered subject to our right to manage, regulate, control, modify, revoke, and/or eliminate the Promotions as Clutter sees fit, in its sole discretion, for any reason or no reason, in any general or specific case, and that Clutter will have no liability to you based on its exercise of such right."
  
  
  Even in the Release Agreement the customer has shared it states:
  
  
  6. Plan Changes
  
  
  I understand that under certain circumstances my plan or price may change. a. If the items to be stored exceed the space available in my plan, Clutter reserves the right to upgrade to the correct plan size and notify me of the change. b. 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.
  
  
  7. Pricing and Fees
  
  
  I agree that Clutters pricing policies have been explained to me and I agree to the fees as outlined in the Clutter invoice.
  
  
  Clutter can change rates in order to keep up with the market to cover the operational cost of the business. The complainant is welcome to submit a claim through her member portal to dispute any fees or rate changes, which she has declined to do so. The customer is encouraged to resolve this matter with Clutter directly through the in house claim system.

*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. ↩