Complaints

• 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.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Business response

  09/25/2024

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

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

  E. Payment, ********************** and Cancellation
  By using the Services, or other paid services or products provided by Clutter, you agree to our pricing and payment terms, as we may update them from time to time. Clutter may add new Services for additional fees and charges, or amend fees and charges for existing Services, at any time, in its sole discretion. Clutter may also charge certain late, rush, and cancellation fees, in its sole discretion. Upon any such changes to fees and charges, we will notify you that such changes have been made via email and/or your Clutter Account.
  ********* has had difficulties making payments on time since 2021. After many months of not making their payments on time, ********* was offered a Pay to Stay agreement in October 2023. This agreement allows them to remain active as a customer and pay a portion of their balance. They did not accept this and ultimately, the offer expired a few weeks later. On Mar 17, 2024, ********* was offered yet another Pay to Stay agreement after many more months of missing payments. This was accepted Mar 27, 2024 which allowed them to stay a Clutter customer for a fraction of what they owe. 

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

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  09/19/2024

  Clutter, Inc is a household goods moving business that provides item storage within warehouses and services A to B local moves. For a fee, Clutter packs, wraps, and moves a customers belongings from one residence to another within one of our operative service areas.
  
  
  On September 9, 2024 ***** ****** filed a claim with the Clutter inquiring about the disposal appointment the customer booked on September 10, 2024. ********************** completed the disposal appointment on September 12, 2024.  A Trust & Safety Specialist made contact with ******, and was informed of his request to have a few items removed from his list of items due to be disposed of. This issue was immediately addressed. 
  
  
  This request was addressed and the items requested were removed from the Scheduled September 12, 2024 donation  appointment. These items are stored in ***** Allmans Clutter Smart Storage Pallet under new barcodes  and can be requested for return at any time. Therefore, this complaint can be considered resolved.
  
  

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  09/14/2024

  Clutter is a full-service moving and storage company. For a fee, Clutter packs, stores, and digitally inventories customer items in one of our warehouses. Customers can manage their inventory online and schedule appointments as needed to remove or add items into storage.  Customers may file an item claim for damaged or lost items and an issue claim for billing concerns.  The customer joined ********************** on 8/11/23 and closed their account on 8/23/24. 
  
  On 8/26/24, the customer filed both an item claim and an issue claim. Within the issue claim, the customer stated "In addition to some items being broken, my storage had roaches in it. Now Im concerned about a potential infestation in my new apartment. This is disappointing as I did not plan on spending the first weeks at my new place battling pests. Im requesting the cost of an Orkin appointment for treatment and prevention of a larger issue."  For their item claim, they requested compensation for a damaged dresser and set of dishes. 
  
  The Clutter: Trust & Safety team reached out on 8/27/24 to gather information about the infested items. We requested photos and a timeline of their discovery. The customer responded later that day stating that they did not have photos of the infestation yet. They said they saw a ***** upon unpacking their items and discarded the entire box. In the same message, they stated that the box had sat for 3 days in their home before being unpacked. 
  
  Upon review of their issue claim, it was denied. The customer requested ********************** to cover the cost of a pest control appointment but did not provide proof of an infestation. We inspected the local warehouse where their items were located and could not find an infestation. In addition to this, the customer's items were already sealed when ********************** picked them up so we do not know the internal contents of each box.
  
  Their item claim was also denied but not for the infestation. Their dresser fell under our composite wood exclusion and their dishes fell under our packed-by-owner exclusion. The customer has not reached out to us since we last emailed them on 8/28. Clutter considers both claim denials to be valid. 
  
  You can review the Limited Security Warranty Policy here: ***************************************************************************;
  
  The Limited Security Warranty does not apply to, and Clutter shall not in any event be liable for, any loss or damage that falls into the following categories: [...] (ii) loss of or damage to any Prohibited Stored Items (as defined in the Agreement); (iii) loss or damage to composite wood items, such as pressboard, particle board or ready-to-assemble furniture [...]
  
  "Under no circumstances shall Clutter have any liability, or any responsibility to reimburse you, for any damages to any Stored Items that Clutter has not individually and specifically inspected, packed, sealed and photographed, including without limitation any items inside or in some way obscured by other items or packaging. Any such items are excluded from coverage."

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

  Customer response

  09/17/2024

   
  Complaint: 22241750
  
  I am rejecting this response because:

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

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

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

  Business response

  09/21/2024

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

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

  Customer response

  09/24/2024

   
  Complaint: 22241750
  
  I am rejecting this response because:
  

  I am NOT satisfied with this response.

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

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

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

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

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled my move for 8/10/24 and listed as many items as I could think of and as accurately that I could think of. I accidentally chose the month-to-month plan of roughly $1,100/month instead of choosing a 8-month commitment term. Nonetheless, I started my move. Saturday, August 10th, my move went smooth but my move was not completed. My family and I worked hard to help facilitate a smooth move. I assisted the 4 movers with moving furniture and many boxes. Later in the day, I was informed by one of supervisors that we may have to continue the move the next day. The movers were on site 8.5hrs performing the move that day. In the meantime, my storage space was upgraded 3 times (or 4). After reviewing the upgrades, I realized that I misunderstood my plan and chose the wrong plan and needed the 8 month plan. The move was scheduled to be continued on Sunday, 8/11 between 7am and 10am. No one came or nor communicated any updates during that window of time. The movers did not arrive until after 12pm. When they arrived, they were short staffed with only 2 men and a truck that was too small to accommodate the rest of my move. This lack of communication and lateness negatively impacted my schedule that day and forced me to cancel and rearrange my schedule. Then around 6pm the movers commpletely filled their truck but was forced to leave behind 2 mattresses, 2 bikes, 1 treadmill and 2 foldable chairs. In the meantime, I was emailing and calling to get my plan changed but no one would logically discuss changing my plan from month to month pricing TO a 8+ month commitment pricing plan. Ive had to now book a 3rd appointment to finish the move. I have paid over $3,000+ for this move and it is not done. I am requesting that my plan change from month to month TO a 8+ month commitment plan and the credit be applied to my monthly bill. Its unfair and unreasonable that I am not able to change my plan within 24hrs of the move starting. Technically my move is not even complete.

  Business response

  09/11/2024

  Clutter is a company that offers moving and warehouse storage services.

  Clutter offers a month-to-month, 4-month, and 8-month storage minimum commitment. These minimum commitments have variable storage and appointment pricing, with the 8-month option representing the highest savings for both storage and appointment costs.

  When booking, a client must select a 0-, 4-, or 8-month commitment before scheduling their appointment. This commitment is then reiterated in the appointment confirmation email, with the option to change this commitment. The commitment is also visible in the Account Portal, which is the users unique profile that outlines the terms of the users contract. All customers are able to change their term commitment conditions up until the moment their first appointment begins, and may do so either by clicking on the prominently-displayed link in the Appointment Confirmation Email, or by amending the appointment details in the Account Portal at ********************************** prior to the appointment. However, once the appointment begins, the term commitment, as chosen, applies.

  On 7 August 2024, **** ***** scheduled a storage pickup for an estimated 1200 cubic feet (cuft) of items under a month-to-month plan to be serviced on 11 August 2024. On 8 August 2024, ***** updated the pickup to occur on 10 August 2024.

  The manner in which a client books an appointment affects the labor, truck space, and time allocation for that appointment.

  When our team arrived to ****** location on 10 August 2024, it was quickly discovered that ***** required far more service than was communicated to our team. On 10 August 2024, Clutter digitally inventoried, wrapped, packed, and transported to storage 1554 cuft of items, and ***** still had many more items requiring service.

  Clutter booked emergency follow-up appointments for 11 August 2024 and 15 August 2024. Ultimately, between the 3 appointments, Clutter digitally inventoried, wrapped, packed, and transported to storage a total of 2247 cuft of items, nearly 2x the 1200 cuft ***** originally booked.

  The 10 August 2024 appointment had a 7 AM CT - 10 AM CT arrival window. Our team communicates day-of appointment details via automated ***.

  On 10 August 2024, ***** received an automated *** at 7:17 AM CT informing ***** that our team has left the warehouse, and ***** was provided with a geotagged tracking link for up-to-the-moment information on our trucks location as it moved throughout the city. On 8:13 AM CT, ***** received an *** informing ***** that our truck was headed to ****** location. At 8:44 AM CT, which falls within the 7 AM CT - 10 AM CT arrival window, ***** was informed by *** that our team had parked outside ****** location. The *** requested ***** come outside to meet our team and begin the appointment. Tolars appointment on 10 August 2024 began when ***** came outside to meet our team at 8:49 AM CT, which is within the 7 AM - 10 AM CT arrival window. Our team was not late to Tolars appointment, and ***** both received and responded to our communications.

  Clutter has a claims process by which customers can outline quality-of-service or billing issues, damages, or lost items. The Trust and Safety team holds sole purview over the claims process.

  On 13 August 2024 at 2:15 PM CT, ***** filed a claim outlining the same frustrations voiced here. On 13 August 2024 at 7:37 PM CT, the Trust and Safety team provided compensation towards these concerns through this claim. In the claim result and over email, the Trust and Safety team explained that Tolars contract for a month-to-month plan cannot be amended, and explained that the near-2x underquote necessitated follow-up appointments.

  ***** filed an additional claim on 3 September *********************************************** Tolars 13 August 2024 claim, from which the exact text of Tolars BBB filing derives. Because the concerns outlined in this additional claim were already addressed in Tolars 13 August 2024 claim filing, Tolars 3 September 2024 claim was denied as a duplicate filing on 4 September 2024.

  ***** remains in communication with the Trust and Safety team. ***** is encouraged to reach out to the Trust and Safety team if ***** has any questions.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  09/11/2024

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

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

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

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

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

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

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

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

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

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

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

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

  
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  09/11/2024

   

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

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

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

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

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

  
  

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  09/07/2024

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

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This storage company acquired a company that I used for storage 3+ years ago. They are now contacting me in 2024 about a balance that is close to $3,000 & threatened to send my account to collections. A few months prior, an employee emailed me regarding a unit. I gave them a call, they checked their system, & assured me that was a mistake. To my knowledge, my items were auctioned by the original company during the ownership transfer process. Hence, I trusted the representative. I have been communicating with multiple ********************** continuously deducted the costs. Suddenly, my owed balance is zero because I mentioned legal matters. I asked for proof of items & that question keeps getting ignored. They are now asking me to sign a contract that drops potential legal matters, but theres a clause where I can still be billed that supposedly owed balance. The representatives told me they cant change the contract to align with the spoken agreement & that is the only way to drop the case.

  Business response

  09/06/2024

  Clutter is a full-service moving and storage company. For a fee, Clutter packs, stores, and digitally inventories customer items in one of our warehouses. Customers can manage their inventory online and schedule appointments as needed to remove or add items into storage. Clutter acquired Callbox's ****** customers in September **************************************** January 2021. Customers are billed on a monthly basis and Clutter offers various payment methods to resolve delinquent accounts. 
  
  A Clutter account was created for this customer in September 2022 since they had items transferred to our warehouse. The customer's payment method that transferred from Callbox did not work resulting in an unpaid balance from September 2022 to August 2024. The customer did not respond to our emails and phone calls until August 2024. We've reached out monthly since October 2022. The customer claimed they made an agreement with Callbox before the Clutter transfer to dispose of their items and close their account and that we should not be contacting them. The customer did call in April 2024 and an agent mistakenly informed the customer that they did not have an account. 
  
  Callbox did not dispose of their items so they were transferred to Clutter as an open account with stored items. We followed our standard protocol in attempting to resolve the unpaid balance. Once the customer finally responded to our outreach, we asked for the Callbox disposal agreement but the customer never provided such. Since there was no evidence of a disposal agreement, we continued our attempt to collect their owed balance. We don't consider this to be a Clutter error as only customer items and account information was provided by Callbox. We do not have access to Callbox communications. 
  
  After talking more, we have decided to forgive their unpaid balance and follow through with the overdue disposal. We issued a modified pay-to-vacate agreement and a disposal agreement which the customer signed on September 1st, 2024. As the customer is covered under **********************'s terms, the two above agreements are how we resolve delinquent accounts with disposals. Their account will be closed, their unpaid balance forgiven, and we will dispose of their items at no cost. As the agreements were signed, Clutter will not contact the customer again. We consider this resolved. 

*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. ↩