ComplaintsforClutter

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled an appointment to pick up my items at the ********* location and the day of the arrival when we were scheduled and required to pick up between 10am and 1pm or we would be charged an additional fee. We were also told the pick up fee for getting OUR items was $227 and we had to have an appointment prescheduled at least 48 hours in advance. We also had to put in the address AND what type of vehicle we would be arriving in. This was ALL notated when making the reservation so they knew where we where coming from. Day of pick up at 8:50am for a 10am arrival incoming from 4 hours away we get an email that we have to reschedule! NOT ACCEPTABLE as we did not get it until arrival obviously as again we were driving. Upon arrival it was a disorganized disaster! Items are just stacked and put just in plain wooden crates in warehouse poorly organized and not clearly labeled. We were told by young worker well some of our items were "Delayed and just come back when we find them". We said absolutely not as we drove over 4 hours and had to rent a Uhaul at a $40 fee + $1.09 per mile which alone was over $600 expecting ALL OUR ITEMS to be ready and picked up. Called and spoke to *** a manager of location and basically got well sorry but yah they should deliver them for free since we can't find them. REALLY?! To be clear we did not choose Clutter. We had Callbox storage who got sold to Clutter. Callbox was organized and had an actual phone to talk to someone and never lost items! Callbox wrapped and photographed our items upon arrival at warehouse and always knew where our things were. Clutter raised prices and could not do the one thing they were paid and advertised to do - securely store my items. Securely storing my items does not mean losing the largest items in my possession and just saying oops sorry, file a claim and in 5-7 we will determine if we are liable for losing your things. When you don't have a lot, every piece matters greatly! Horrible service!!!

  Business response

  08/07/2024

  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.
  

  On July 28, 2024 Kray scheduled a Facility Pick-up of their items from the Clutter Storage Facility. Upon arrival, they were attended by the Clutter Warehouse team who provided them with their barcoded stored items. The 7 items that **** has mentioned were missing,
  **** was informed that a review would take place and that Clutters policy is, if an item is delayed we will return it to the customer for free within the ********************** Service area (or offer another facility pick up free of labor charges). 
  

  The Clutter warehouse team did a thorough review of Krays inventory and has successfully . The  Clutter Trust & ***************** upon receiving Krays complaint with the Better Business Bureau has reached out to Kray via phone and email to try and provide assistance in resolving any negative experience, without any success of making contact. 
  The Clutter Trust & *****************  would be more than happy to assist **** in filing an issue claim for their negative experience, as well as set up a free return appointment (within the Clutter Service area) for the remaining 7 items in inventory.
  

  As of today 8/7/24, **** has not filed an issue claim with Clutter nor has **** reached out regarding the return of their 7 items remaining in storage.
  

  
  

  Customer response

  08/07/2024

   
  Complaint: 22055904
  
  I am rejecting this response because it is NOT factual.  NO ONE from CORPORATE has reached out by email OR phone as requested during this complaint. One email was received with an associate named ******** who only reached out by EMAIL because of the review left and NOT this complaint. He was simply telling us to file a claim which we already stated he or the warehouse was welcome to do since they self admitted to losing the items.  The manager of the warehouse  at time of pick up was not present but was contacted via phone and was supposed to set up free delivery IF they found the items and no surprise here but despite stating they "luckily" found 7 items we are STILL missing a LARGE bookshelf and a marble table top.  WE REFUSE to continue to use our valuable time do the job for those who refuse to take no accountability.  Upon signing into site to see items found, we are instructed to sign documents until w can proceed and we will not sign something saying we got all items when we did not.   We are also being instructed to make another reservation to COME BACK which we have made clear WE WILL NOT DO!  We fully expect Clutter to take accountability for their wrong doing and complete lack of service and contact the customer OVER THE ***** as requested not have some low level associate do the job of management. We told ******** we expected an immediate refund of the $227 to pick up ALL our items and again was only instructed from his script to file a claim to see if they felt it was warranted enough to be addressed.  Additionally charging a customer who has paid monthly in full for rent of storage said items a fee simply for your company to find than is not acceptable.  Employees as site did absolutely nothing but sit around or sit on phone while on fork lifts.  They did not help load a single thing so we have to ask why they fee! 
  
  *********************

  Business response

  08/12/2024

  Trust and Safety contacts customers via email to create a written record for the customer's benefit. Trust and Safety are the appropriate team to handle return of lost items and reviewing customer requests. The customer is encouraged to reach out to ********************** directly rather than mediate these requests through other channels as Clutter has established a line of contact.

  Customer response

  08/12/2024

   
  Complaint: 22055904
  
  I am rejecting this response because this type of redirect and inability to accept ANY fault is the exact problem with your business and exactly why we will direct all potential customers as far away as possible. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  From April to May 2023 I had been in communication with Clutter. I was offered a pick up and storage option flat rate but on 5/29/23 the day of pick up, we were told it was a per hour transaction and we still had to pay more than we were quoted. This was not communicated to us and their advertising on ****** and their own site makes it seems like there are no hidden fees and they are transparent. This was the opposite of my experience. With no other options on moving day we continued to pay the fee they didnt tell us about until that day. After move in we thought that would be the end of Clutters surprises, but when I reached out to ask about retrieving a few items for storage they said that I was not allowed to come and go as I pleased to my storage unit. They had advertised about being local and having easy access, but when I put in directions of where my stuff was it said Clutter was nearly 2hrs away. The staff then told me via phone and email that if I wanted something out of my unit I would have to give them a detailed description AND pay $50/hr for a single employee to go through my unit and get what I was looking for and then I would have to pay to have that item delivered or shipped. I was shocked. I felt like my stuff had been stolen. If I had known I would have to pay just to get access to the stuff that I am already paying over $200/mth to store then I never would have trapped myself with Clutter. They also do not allow outside companies to pick up your stuff. They have to coordinate with the outside company and you have to pay for that as well. I cant believe that this is legal. I was taken advantage of by this company by their false advertising and I cant let them continue to do this to other people who are desperate for low cost storage. This is, for lack of a better word, evil.

  Business response

  08/05/2024

  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.
  
  
  This information is reviewable on Clutters website and would be communicated by any of Clutters support or sales agent. From Clutters website:
  
  
  How do deliveries work?
  You can use your online photo catalog to select what items you want returned and when, from the convenience of your home. Our ************ deliveries are charged per hour. On select eligible items, you can have ***** ground ship your items in storage anywhere nationwide for a flat rate fee.
  
  
  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 ********
  
  
  What features do your warehouses have?
  Our state of the art warehouses are clean and have 24/7 security. Only trained warehouse staff can access the facilities, so your items are in good hands.
  
  
  When customers reserve their appointment they will see the hourly rate for the appointment. This rate is also disclosed in their account portal, the Bill of Estimates, and the Bill of Lading. The customer has signed both the Bill of Lading and Bill of Estimates from the onboarding appointment in 2023. Clutter can find no documentation that this customer was misinformed by a ********************** agent about a flat fee for the pick up service and we can only conclude this a misperception on the customers part.
  
  
  On May 29, 2023 the customer underquoted the size of their inventory and quoted Clutter a CuFt size of ****** CuFt whereas Clutter actually picked up ****** CuFt. This resulted in a plan size upgrade. Clutter texts customers in real time of their plan size use as movers add items to their inventory on site. Customers, at their discretion, can leave items out of storage to prevent plan size upgrade or can later have items disposed or returned to downgrade plan sizes if the monthly rate is a concern for them. Despite the underquoted job size, Clutter still finished the appointment in under the estimated time and the appointments labor bill was less than what was estimated to the customer.
  
  
  On April 8th, 2024 the customer reached out to ********************** after her items had been in storage since May 29,2023 with the following request:
  
  
  There is a specific item in a box that I dont know which box it is in. Why am I being charged to remove my own item from the expensive storage unit that Im paying for? My friend needs to dig around and find the specific box and I dont think we should be punished by being charged a fee to remove my own items. If this is how clutter operates, charging for every single thing, then I will be taking my business elsewhere.
  
  
  When Clutter movers pack boxes they document what they are packing into the box for ease of inventory management through the online inventory provided in the account portal, which is a signature part of Clutters overall Smart Storage service. When customers pack and seal their own boxes, movers document any labels the customer has put on the box instead so as to reduce time spent on site and reduce the amount of billable hours. 
  
  
  The $45 charge, which is a flat fee and is not billed hourly, to have Clutters warehouse team unseal and search through the customer packed items would have been a valid charge as Clutter did not pack these items and cannot take fault if the customer does not remember where a specific item is packed. The hourly charges for delivery are valid per Clutters Terms of Service. As a business, Clutter needs to cover the operational cost of the service and does not offer customers free delivery and this is to be an expected charge when onboarding onto Clutters service.
  
  
  The customers assertion that ********************** does not allow customers or third parties to pick up items from the warehouse is entirely untrue and a blatant misrepresentation. This customer had a third party pick up her items on May 25, 2024 and this service is available in all of Clutters primary markets. Clutter offered this customer our service exactly as advertised and in line with Clutters Terms of Service. Clutter cannot take fault for the customers misperceptions and misgivings about the pricing structure of the service.
  
  
  
  
  
  
  
  

  Customer response

  08/05/2024

   
  Complaint: 22054273
  
  I am rejecting this response because:

  none Of these fees are listed in the site and I have a friend who was with me during booking and moving who can also give testimony about the hidden fees that Clutter doesnt advertise on its website until after they have locked you in a contract. 

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

  Business response

  08/06/2024

  This claim was addressed in the business's previous response. If the customer is unclear on **********************'s service or has any other questions she is welcome to reach out to Clutter directly. 

  Customer response

  08/06/2024

   
  Complaint: 22054273
  
  I am rejecting this response because:

  clutter needs to actively make efforts to inform potential customers of all the hidden fees including charging to pay a clutter employee per hour to look through the unit the customer is not allowed to enter even though the customer is paying for **********************. If I had known that I wouldnt have access to my belongings and I had to pay someone on clutters payroll to go through my storage unit then I would have chosen a completely different company. This is dishonest and they are not transparent about their fees until AFTER you have signed a contract with them. This is unacceptable. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They destroyed half of everything I owned. Ive lost Thousands of dollars worth of ***************** customer service is abysmal! We stored with them for 3 yearsover 20k spent in storage!! We lost all our major furniture pieces. One star is too high to even give them. Ive never been more disgusted with a company in my life!

  Business response

  08/06/2024

  Clutter is a moving and storage company that offers home-to-home moving services, and warehouse storage services. More about our service can be found at www.clutter.com.

  In February 2022, Clutter acquired a competitor, MakeSpace, who offered similar warehouse storage services. When Clutter acquired MakeSpace, it also acquired MakeSpace's clients, and continued to service MakeSpace's former clients' storage. This transition occurred over a period of several months, and now, all former MakeSpace clients are Clutter clients.

  On 28 March 2021, *********************** contracted MakeSpace for their warehouse storage services. Her items were transitioned to Clutter's care on 7 March 2022.

  On 3 July 2024, ***** had her items returned from storage to a third-party long-distance mover. During the depalletization, truck loading, transport, and delivery process, our warehouse and moving teams found and photographed 3 items that were damaged while in ********************************** care. These items were a dining chair with a broken frame, a vintage sideboard with a cracked bottom, and a cracked plastic bin.

  On 18 July 2024, ***** filed a claim for damaged items after her items had been delivered to her by her  third-party long-distance mover. This claim included the three items referenced above, as well as an extendable dining table. While ***** provided an image of the dining table, the dining table image provided did not show any clear signs of damage. The Trust and Safety team, which is the team tasked with reviewing damaged item and quality-of-service claims, reached out to ***** by email on 18 July 2024 requesting an image of the table's damages. On 19 July 2024, the Trust and Safety team again reached out asking for the requested image. ***** did not provide such an image.

  On 20 July 2024, the Trust and Safety team resolved ******* claim.

  All claims are assessed in alignment with the evidence provided, and claim resolutions are provided in alignment with by client's chosen Protection Plan coverage, the Limited Security Warranty Policy (www.clutter.com/legal/limited_security_warranty), and Clutter's Terms of Service (www.clutter.com/legal/tos).

  When first contracting MakeSpace, ***** waived MakeSpace's Protection Plan coverage, opting instead for their Basic damage/loss coverage at $0.60/lb/item, regardless of the utility or fair market value of the item declared. This is $0.30/lb/item above the state mandatory minimum for moving and storage companies. When ******* items transferred to Clutter's care, ******* Protection Plan coverage increased to $1/lb/item, under Clutter's own Basic plan.

  The chair and bin each received a $1/lb/item resolution in alignment with ******* chosen coverage level. The sideboard is not eligible for coverage, as the sideboard is made of veneer with MDF. Per 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." As no damage image of the dining table was provided ,and as the dining table was serviced by a third party moving company prior to the claim filing, the dining table was ineligible for coverage per our Limited Security Warranty Policy, which reads, "Clutter shall have the right to decrease or deny reimbursement to the extent that your or a third party's negligence or willful act contributed to the claimed damage."

  In total, ***** received an initial resolution of $27.68 per policy, provided on 20 July 2024.

  ***** disputed this resolution. As a courtesy, Clutter increased the resolution to $400, which fully meets the declared fair market value for the chair and the bin. The sideboard and dining table remain ineligible for coverage. This offer, which represents an aggregate $372.32 resolution above policy, was offered on 6 August 2024.

  We understand that ***** is disputing the years' storage rental costs, appointment costs, and the declared damaged items' full market value. As Clutter and MakeSpace were actively storing and servicing ******* items from 28 March 2021 to 3 July 2024, the storage rental and appointment costs are valid charges, and stand. Per our Terms of Use, visible at clutter.com/legal/tos in section 2E, "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."
  

  On 6 August 2024, a member of the Trust and Safety team contacted ***** to outline the offer of $400, a $372.32 increase above policy. During this call, ***** mentioned additional damaged items, and stated an express unwillingness to file additional claims for these items. The member of Trust and Safety informed ***** that, without a claim filed for any additional items, Clutter does not have a means to address any additional damages. The Trust and Safety member encouraged ***** to file claims for any as-of-yet unaddressed damaged items, but ***** declined. ***** stated intention to escalate to small claims, and ***** was instructed to send any relevant documents to **********************************

  ***** still has a direct line to the Trust and Safety team via ********************************** The Trust and Safety team encourages ***** to reach out through these established channels with any questions.

  Customer response

  08/12/2024

   
  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

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently had a profoundly disappointing experience with Clutter, one that exposed their deceptive advertising practices and hidden fees. Their advertisements and customer service representatives assured me there would be no costs for pick-up and that labor charges would be adjusted based on the actual size of the storage unit used. However, the reality was far from these promises.I initially requested a 10x20 storage unit but ended up needing only a 10x15 unit. Clutter did lower the rate for the smaller unit, but if I had chosen the 10x15 unit from the start, I would have saved $32 per hour. The labor rates were $187 for the larger unit and $155 for the smaller one. This discrepancy in pricing was never clearly communicated to me, resulting in unnecessary additional costs.Additionally, I was explicitly told over the phone that the first month of storage would be free. This turned out to be completely false. I was charged for the first month, which added to my frustration and mistrust of their services.The labor charges, billed hourly for packing and moving, presented another major issue. When I asked how many movers would be sent, I was told that Clutter would send the appropriate sized team for the unit. This was not the case, leading to runaway cost risks due to the time variable.Given this experience, I will be filing a complaint with the ********************* of ******** Affairs. Clutter's misleading practices and inadequate customer support have left me feeling deceived and financially burdened. I urge potential customers to read the fine print carefully and be wary of the hidden fees and false promises. This experience has been a costly ****** in dealing with a company that does not stand by its word.

  Business response

  07/27/2024

  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. The customer joined ********************** on July 17, 2024. 
  
  The customer selected a ***** plan size from our website when booking his order. Plan sizes can have different labor rates which is what occurred here. His order costs were estimated at the 10x20 labor rate of $187/hr. The customer agreed to this price by signing his pre-appointment documents and when booking the order at $187/ hr. All booking confirmation emails listed the $187/hr labor rate as well. If he booked the order with a 10x15 storage plan in mind, then he would've paid $155/hr and all relevant documentation would reflect that. After inventorying his items, our system automatically set his plan to 10x15.
  
  The customer filed 2 issue claims to dispute the total labor charge and the labor rate following the plan size change. Both claims were denied. Despite the customer claiming our team took too long to collect his items, we found our team did not fall short of our hourly expectations. We also did not consider the $187/hr pricing to be invalid as this was the rate the customer agreed to pay when he booked his order. 
  
  We were unable to verify his claim that we promised a free month of storage with his order. This promotion is only available to customers who book an A to B move alongside a storage pickup, this customer only has *********************************************. In the most recent call he had with our support team, he did not mention this promotion but acknowledged his monthly rate. Since this promotion does not apply to him and for the fact we couldn't verify any miscommunication, we will not honor this.
  
  With that said, we realize the customer disagrees with our decisions and we have attempted to resolve his concerns. We've attempted to call the customer but have been unable due to time zone differences. The customer has not responded to our most recent email or call. We are willing to work towards a resolution with this customer and will keep communications open. 

  Customer response

  07/30/2024

   
  Complaint: 22015523
  
  I am rejecting this response because:

  I am writing to formally contest and express my significant dissatisfaction with the recent service provided by Clutter. The experience has revealed numerous deceptive advertising practices and hidden fees, causing considerable frustration and financial burden.
  
  1. Misleading Advertising and Hidden Fees:
  Clutters advertisements and customer service representatives assured me there would be no costs for pick-up and that labor charges would be adjusted based on the actual size of the storage unit used. These assurances were pivotal in my decision to utilize your service.
  Contrary to these assurances, I encountered hidden fees and misleading practices that directly contradicted what was promised.
  

  2. Discrepancy in Labor Rates:
  I initially requested a 10x20 storage unit but ultimately required only a 10x15 unit. Although Clutter adjusted the rate for the smaller unit, I still incurred unnecessary additional costs. The labor rates were $187/hr for the larger unit and $155/hr for the smaller one.
  Had I been informed and selected the 10x15 unit from the outset, I would have saved $32 per hour. This crucial pricing information was not clearly communicated, resulting in significant overcharges.
  It appears that Clutter prefers to save space for their convenience and potential resale to another customer, without adjusting the labor rate accordingly. This practice is unfair and misleading.
  
  3. False Promotion of Free Storage Month:
  I was explicitly informed over the phone that the first month of storage would be free. However, this turned out to be false, as I was charged for the first month. Such misleading promotions are unacceptable and violate principles of honest business practices.
  
  4. Labor Charges and Inadequate Moving Team:
  The labor charges, billed hourly for packing and moving, presented a major issue. Inefficient movers can lead to escalated time and cost. Despite being assured that Clutter would send an appropriately sized team, this was not the case, resulting in excessive labor hours and inflated costs.
  This vague approach is not transparent by design and contradicts the expectations set by your customer service team and imposes unfair financial burdens on the customer. It is very apparent that the size of the team they will provide is "purposefully" vague, in their response herein, in that its "adequate" or "appropriate"; which means nothing. 
  
  5. Inadequate Handling of Claims:
  After Clutter picked up my belongings, I filed two claims regarding these issues. Both claims were denied within minutes of submission, despite assurances that they were "escalated" and "thoroughly" investigated.
  The rapid denial suggests a superficial review process and highlights systemic issues within Clutters customer service and claims handling procedures.
  
  6. Poor Follow-Up and Communication:
  ***** and another gentleman from your "Trust and Safety" team contacted me for my email and account information, which I provided promptly. However, I received no further communication or real resolution. This lack of follow-through exacerbates my mistrust and dissatisfaction with your service.
  
  7. Insulting Compensation Offer:
  Clutter's offer of a $70 credit as compensation is wholly inadequate and fails to address the extent of the overcharges and the misleading practices I experienced. This offer is an insult and does not reflect the seriousness of the issues raised.
  
  Legal and Regulatory Concerns:
  - Clutters practices appear to violate California commercial laws and consumer protection standards. The misleading advertising, hidden fees, and inadequate customer service are serious concerns that I will bring to the attention of the ********************* of ******** Affairs.
  - Under California's Unfair Competition Law (Business and Professions Code Section *****), it is unlawful to engage in deceptive business practices. - -- Clutters actions seem to contravene these legal standards.
  
  Requested Resolution:
  1. Adjust the labor rate to $155/hr to reflect the actual 10x15 plan size used.
  2. Reimburse the charges incurred due to the misleading promotion of a free first month of storage.
  3. Conduct a thorough and transparent investigation into my claims and provide a detailed response.
  4. Ensure future customer interactions are clear, honest, and free of hidden charges.
  5. Provide a fair and adequate compensation that truly reflects the inconvenience and financial burden caused by Clutter's practices.
  
  I expect a prompt and satisfactory resolution to these issues. Should these matters remain unresolved, I will escalate my complaint through the appropriate regulatory and legal channels.
  
  Sincerely,

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

  Business response

  08/06/2024

  After further review and communication with the customer, the customer has accepted our issue claim offer. We've agreed to offer the difference between storage plan labor rates even though the customer agreed to pay the higher $187/hr rate when booking the appointment.

  We also agreed to cover 1 hour of labor.

  We've again rejected the claim that the customer is owed a free month of **********************. This promo is only available for eligible customers who book an A to B move + a ********************** pickup at the same time. The customer did not and none of his documentation lists the free month of storage promo. 

  We can confirm that the customer has accepted our offer and has not shown any indication that he's still disputing. We consider this case to be closed. 

  Customer response

  08/07/2024

   
  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

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Claim: #CE37B2DE Please note that I am going to be making the current payment that is due so please do not charge another late fee since I have attempted to do so but have to wait to do so due to the payment being declined. I already have a late fee from May that was not waived and I have requested assistance due to the financial hardship emergency in the past and did not get assistance which is still being requested as of today. I was told to file a claim to get assistance from the Trust and Safety team. I have done my best to avoid late fees but this financial situation is beyond my control. Please advise. Thank you.

  Business response

  07/27/2024

  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. Clutter acquired a competitor, MakeSpace, in Feb 2022. The customer joined MakeSpace in 2020.
  
  All customers were given the opportunity to close their MakeSpace account ahead of the Feb 2022 transition. As this customer has stayed with **********************, they automatically accepted Clutter's Terms of Service. 
  
  Per Clutters Terms of Service, they agreed to the following:
  
  "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."
  
  ************************************************

  
  The customer's bill date is on the 10th of each month and they missed their March 10, 2024, storage bill by over 5 days and were charged the 5-day late fee. On March 18th they resolved their unpaid storage charge and a courtesy waiver was applied to the late fee. We only offer one late fee waiver per account as a courtesy. The customer was late again for their May 10th bill which was not resolved until June 17th. This resulted in another late fee on May 18th. 
  
  Unfortunately, we have met the limit on late fee waivers for this customer. The customer filed an issue claim requesting this late fee be waived on July 18th which was denied. We sympathize with the customer's predicament but all fees are considered valid. Clutter does not take fault for this matter as our payment policies are listed within our Terms of Service. As such, we've denied requests for further compensation related to this matter. Clutter does not owe discounts due to financial hardship. 

  
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is about Clutter Moving and Storage. Their storage facility is rat infested and hot. My blood pressure cuff melted. My bag disintegrated. I was seeing this power residue and it was my bag. A lot of my clothes faded on each other because of high temperature in the storage. Oh my gush, there was rat p*** for days. My kitchen things, clothes, books, papers, kids toys, etc all had to be thrown away because of rat ****, broken, mold, and discoloration. They said to put a claim in. Ok, the way the set the claim up is for you to find a store online that list your item for the price and if you cannot find the item they will only pay you $1 for your item. Yes! You heard that correctly. And, on top of that they charge you over ****** to remove your things from the storage, even if you go get them yourself. And, do not forget that is over ****** plus the monthly payments that they were deducting. Those high reviews got to be either payed, self reviews, or not real customers. Oh, the rats did not just lived and p*** in my thing but they also had a feast on whatever, clothes, shoes, bags... whatever. Oh, my shoes and leather coat gone. The heat did a number on those. My boxspring and mattress both had large what looks like water stain on them. As, I unboxed my things I couldn't stop crying. I will be calling the news to also report so they can film those rat shi! and my loses. This is freak nasty, disappointing, waste of money, upsetting, and taking advantage of people.

  Business response

  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 2020. The customer closed their account on July 11, 2024, via a facility return.
  
  
  During their return, the customer reached out to our support team with photos to report their damaged items. Our support team responded via email with a guide on how to file an item claim as claims are our preferred method of reviewing damaged items and potentially offering compensation. On July 13th, the customer shared their experience on various social media platforms and our Trust & Safety team called the customer to provide further assistance. We apologize for the experience and reiterated filing an item claim. We also informed the customer they could file an issue claim to request a refund of past charges but did not guarantee an offer.
  
  
  On July 14th, the customer filed their first item claim for 40+ items. This claim is still under review due to the number of claimed items and the nature of the reported damages. The customer filed 2 issue claims and another item claim for 1 item on July 17th. All 3 of these claims were denied. Unfortunately, we do not offer storage refunds due to damaged items as all item damage is covered under our Limited Security Warranty Policy. The item claim was denied since it was not covered by our warehouse pickup policy. 
  
  
  All customers who book a warehouse return agree to the policies below;
  "You or your movers will have a chance to inspect all items before loading. In the rare case an item is damaged, please ensure you or your third-party movers photograph the items. Once your items are moved from the inspection zone, Clutter releases liability of the items, and documentation prior to transportation is necessary for any future claims."
  
  The image provided in the July 17th item claim showed the claimed item at a home location and not our warehouse causing it to be denied. This was all explained to the customer via our claim determinations and again via email. 
  
  
  As we've not finished reviewing the July 14th item claim, we've not fully reviewed this customer's complaint. However, we will notify the customer once the review is completed. Unfortunately, the customer's other claims will remain denied. 
  

  Customer response

  07/23/2024

   
  Complaint: 21984278
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  07/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - 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

  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 response

  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

  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 response

  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

  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

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.
  
  

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