Complaints

This profile includes complaints for Clutter's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Clutter

  3526 Hayden Ave Culver City, CA 90232-2413

• 

  Clutter Self-Storage

  1 Holland Ave White Plains, NY 10603-3317

• 

  Clutter Self-Storage

  280 Fullerton Ave Yonkers, NY 10704

• 

  Clutter Self-Storage

  5601 Foster Ave Brooklyn, NY 11234-1027

  
• 

  Clutter

  19801 85th S Kent, WA 98031

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

• Initial Complaint

  Date:08/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have taken 300 dollars from me and I never even used their service. They showed up to my storage unit . I got an automated message that they were arriving in 30 minutes the day of my Move . They gave me an 8 hour window that day . The *** called me and said he was there I said I'll be there in 10 minutes . The *** said he can't wait even tho they allowed 5 hours for my move . I said I'm literally 10 minutes away . He said he would call me back and as soon as he hung up I got charged 300. That's a lot of money and I'm so upset and don't want other people to get taken advantage of

  Business Response

  Date: 08/22/2025

  The customer originally scheduled an appointment for August 15, 2025. On August 14, the customer rescheduled the appointment for August 16. In accordance with Clutters Terms of Service, appointments rescheduled within 48 hours of the original appointment date are subject to a $100 rescheduling fee.

  Clutter takes every precaution to ensure transparency around this policy. It is clearly communicated during phone calls, through the online booking process, in appointment confirmation emails and text messages, and is publicly available on our website: ****************************************************************************************.

  On August 16, our team arrived at the scheduled location, fully prepared to complete the service. At that time, the customer elected to cancel and reschedule again. As this was a same-day cancellation, a $200 fee was applied, consistent with our policy. Same-day cancellations incur operational costs, including reserved truck space and labor allocation, which cannot be reallocated on short notice.

  Its important to note that the $100 rescheduling fee was charged on August 14, and the $200 same-day cancellation fee was charged separately on August 16. These charges were not applied simultaneously.

  We understand the customers frustration and have reviewed the concern thoroughly. A claim was submitted regarding these fees, and full compensation was offered. The customer may accept this compensation directly through their account portal.

  We remain committed to fairness and transparency, and we appreciate the opportunity to clarify our policies.

• Initial Complaint

  Date:08/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Clutter picked up all items from a dorm room at ******************* on May 11 2025, kept them in paid storage from May 11 -August 16, and we scheduled a delivery of all items on August 16 2025 between 7-10am to an apartment in ************* . On August 16, our appointment was cancelled by Clutter, and rescheduled for the following day, August 17 between 7-10am (see email about street closure). On August 17, our appointment was again cancelled by Clutter (see email). When we call customer service to attempt to reschedule, we are being told something different by each ****** we speak to. First, nobody is able to help us with a reschedule, as nobody knows where our items are or when a reschedule is possible. When asked what caused the second cancellation, we are being told 1) there was a delay at the warehouse (email), that "there was no contact name or phone number" (which is untrue) and that "there was a parking issue" (untrue for Sunday August 17th). When we ask where all our items are, so we can possibly pick them up today in ********** (one hour away), nobody seems to know. We are being told by one ****** 1) our items are still on a truck, and by a second ****** 2) our items are at the warehouse. Our items are being held by Clutter even though we are repeatedly asking for them to be delivered. Two delivery appointments were cancelled by Clutter. Nobody is attempt to resolve this.

  Business Response

  Date: 08/22/2025

  The customers pickup was successfully completed on May 11, 2025, and the return of all stored items was finalized on August 19, 2025.

  We understand that the cancellation of scheduled appointments may have caused inconvenience. However, Clutter reserves the right to modify service appointments when necessary, as outlined in our Terms of Service, which state:

  Clutter may, in its sole discretion, refuse, cancel, postpone, or otherwise reschedule any Services, including pick up, delivery, packing, collection, or return of Customer Items, for any reason or no reason. ************************************************

  In this particular case, the first appointment was canceled due to a street closure that prevented our team from accessing the customers location. The appointment scheduled for August 17 could not be completed due to an unexpected delay at our warehouse. While we recognize that these changes were disruptive, we want to emphasize that the customers items were ultimately returned in full on August 19, 2025.

  Following the service delays, the customer submitted a claim, and compensation was offered accordingly. This offer remains available and can be accepted through the customers account portal.

  We remain committed to resolving any outstanding concerns and welcome the opportunity to address any further questions the customer may have.

• Initial Complaint

  Date:08/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/3/25 I went online to establish service with Clutter to take my belongings and store them until I move in approximately 2 weeks. I was quoted to have 2 pickup dates 8/12/25 and 8/13/2025. On 8/12/25, one of the guys told me my second pickup date was Thursday I said no its tomorrow and showed him my email. He advised me to call. I did. I explained to several people via phone calls and chats that I have to vacate the premises due to court order and that it was unprofessional of them to cancel last minute like that without a phone call to me (they emailed and Im packing). I then sent a message asking to have my $914 bill credited in the amount of $500. They denied that request. They wont allow me to pay in 3 payments. They over drafted my bank taking $375 on 8/12/25. I wasnt aware my payments would be set on autopay upon booking services. I still dont have a second pickup date for the remainder of my belongings and theyre threatening to auction my belongings they picked up yesterday

  Business Response

  Date: 08/22/2025

  The customers initial pickup onboarding with ********************** was completed on August 12, 2025, followed by a second pickup on August 18, 2025.

  We acknowledge the inconvenience caused by the cancellation of a scheduled appointment. However, as outlined in our Terms of Service, Clutter reserves the right to modify service appointments when necessary:

  Clutter may, in its sole discretion, refuse, cancel, postpone, or otherwise reschedule any Services, including pick up, delivery, packing, collection, or return of Customer Items, for any reason or no reason. ************************************************

  While we understand this may not have aligned with the customers preferred timeline, all items were successfully picked up and are currently in Clutters possession. The customer also submitted a claim regarding the appointment issue, and a response was provided at that time.

  Regarding payment structure, Clutter does not offer installment or divided payment options. Upon contracting our services, the customer agreed to our established payment terms:

  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. ************************************************

  Lastly, we want to clarify that the customers items were never at risk of auction. Clutter follows a detailed and regulated process before any such action is considered, and in this case, the customer's belongings remain securely stored.
  We remain available to discuss and clarify any outstanding concerns.

• Initial Complaint

  Date:08/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Clutter has my boxes. They claim to have shipped them but ***** has no record of them. The tracking numbers provided show clearly that my boxes were never ever picked up. I have contacted them numerous times. They continue to state that my boxes were shipped - yet provide zero evidence. They have even sent me emails stating the boxes were never sent and returned to the warehouse. See here for evidence:Hello *********,This is ******* with Clutter.Thank you again for your time on chat today. I want to recap where things currently stand and let you know Ill be corresponding with you through this email moving ********** discussed, both of your ***** shipments (#********** and #**********) currently show a Label Created status, which means they havent been picked up or scanned by ***** yet. Ive confirmed that the packages were returned to our ***** warehouse, and Im actively working with our Operations team to understand why this happened and ensure theyre re-shipped promptly.I know how important this delivery is, and Im committed to keeping you informed every step of the way. Ill follow up shortly with a clear update on the next steps and expected delivery timeline.Please feel free to reply here if you have any additional questions or concernsIve got you covered.Warmly,******* Customer Experience Specialist Customer Experience Team Hours Mon - Fri 5 AM - 5 PM PT Sat-Sun 5 AM - 4 PM PT Have you seen our I need help button? Within your online Clutter Account Portal, the I need help button (****************************************************************************) connects you directly with our Customer Experience Team. For the quickest response, select the Live Chat option! We hope to chat with you soon!

  Business Response

  Date: 08/22/2025

  Clutter, Inc. provides moving and storage services for household goods. For a fee, we offer secure warehouse storage and facilitate local point-to-point relocations. Our team can also pack, wrap, and transport customers belongings between addresses located within our active service areas. 

  
  The customer completed their onboarding appointment with Clutter on March 13, 2024. A subsequent return was requested on August 4, 2024, and the items were shipped via FedEx.

  
  While we understand the customer may have preferred delivery on a specific date, Clutters standard shipping process allows ********************************************************************************* this case, the shipment was processed and handed off to ***** on August 6, in accordance with our stated timeline.

  
  Once a shipment is transferred to ****** delivery timing is determined by their transit schedules and is no longer within Clutters control. According to tracking records, the boxes were successfully delivered to the customer on August 12. ********************** does not retain possession of these items once they are shipped.

  
  This information was communicated to the customer, who confirmed receipt of the delivery. We remain available to address any further questions or concerns they may have.

• Initial Complaint

  Date:08/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved my things into storage in ********** and told the movers I was moving out of state - they confirmed I could make an appointment once Ive moved.When I was making an appt to move to MA they said they do not service MA and they said I wasn't allowed to pick up at the Clutter warehouse with a 3rd party ******** stuff is still in storage.I WISH I NEVER USED CLUTTER- THEY'VE BEEN EXTREMELY UNHELPFUL.

  Business Response

  Date: 08/22/2025

  The customers onboarding with ********************** took place on April 21, 2025. At that time, their items were successfully picked up and placed into storage. A return appointment has been scheduled for August 26, 2025, during which all stored items will be delivered.

  
  We understand the customer was unable to have their items delivered directly to the location they had originally intended. However, Clutters service areas and delivery policies are clearly communicated throughout the onboarding and scheduling process. Our warehouse pickup appointments are exclusively available in our primary markets, and deliveries are limited to addresses within our active service zones.

  
  To help accommodate the customers needs, we offered to deliver their items to the location of their third-party movers, which was within our service area. This would allow the customer to coordinate final transportation to their preferred destination. A formal claim was submitted regarding this matter, and our team provided a detailed explanation of the applicable policies and available solutions.

  
  We remain committed to ensuring a smooth delivery on August *********************************************************** concerns the customer may have.

• Initial Complaint

  Date:08/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June-8 2025 we booked the move out and pick up for my daughters items. Clutter arrived however, when they started packing up the truck, they informed my daughter that she was the second pick up of the day and they wouldnt have room for all of her stuff because the first pick up of the day had too much stuff. This was 2 days before her apartment lease was up. The movers told my daughter she had to choose at least 6 items to not send in the truck because they didnt have room . The movers shoved things in and broke an item. They came to pick up the items in the afternoon. They told us it was impossible to get another truck that day but if we waited and called clutter that they might be able to get another truck sometime in the next 2 weeks or so but they couldnt guarantee it. We tried to call everyone including managers, customer service etc and spent HOURS on the phone trying to deal with it. All the customer service representatives were in ***** and couldnt get in touch with anyone but told us a manager would call us back in 48 hours (they never did call). My husband ended up driving down to her apartment to pick up the remaining 10 items they couldnt fit in the truck and we stored them at August 7, 2025 Clutter LOST 6 items (because apparently they dont store each persons stuff in their own storage unit but in a bulk warehouse ). I called customer service who told me that her items were put lost, but were misplaced somewhere in their warehouse and they might be found at some point. This is when we found out that Clutter doesnt store items in your own personal storage unit like we were told and paid for. Clutter LOST my daughters 85 inch 6 drawer HUGE dresser. They LOST the glass shelves for her 72 inch entertainment center. They LOST 5 large boxes including all of her decor items, her kitchen items, her large indoor kitchen grill, her panini maker, and her bathroom items.They say they are bbb accredited on their website

  Business Response

  Date: 08/21/2025

  Clutter, Inc. provides moving and storage services for household goods. For a fee, we offer secure warehouse storage and facilitate local point-to-point relocations. Our team can also pack, wrap, and transport customers belongings between addresses located within our active service areas.  

  
  The customers onboarding was completed on June 8, 2025, and her items were returned on August 7, 2025.

  
  After an issue with the initial appointment, the customer submitted a claim, which was promptly reviewed and approved for compensation. The resolution was accepted.

  
  In regard to the reported missing items, the customer was covered under a $1,000 protection plan. As a gesture of goodwill, we provided compensation that exceeded the plans limit, which the customer also accepted.

  
  Throughout the process, we maintained open and consistent communication, ensuring that all concerns were addressed in a timely and professional manner.

  
  We are fully transparent about how items are stored, and customers can find this information directly on our website:

  
  "Your items will be stored in a clean, secure storage facility in your area. Clutter facilities are a bit like an Amazon or ****** warehouseorganized, clean, and powered by technology."

  
  "Our professionally trained Warehouse Team will group your items together on pallets and move them to shelving. All items will be carefully wrapped, barcoded, and tracked, so they stay safe and clean while in storage."

  
  This information is available at ******************************. We remain committed to customer satisfaction, and all concerns in this case were properly addressed.

• Initial Complaint

  Date:08/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For my first move-in drop-off, I reserved the building elevator from 9:00 AM to 1:00 PM. However, Clutters movers did not arrive until 10:00 AM and did not finish until 5:00 PMfour hours past the scheduled elevator time. As a result, I was fined by my building for exceeding the elevator window, even though the delay was entirely due to Clutters late arrival and extended service time.Ive been trying to work with Clutter to avoid further issues, but Ive been met with extremely unhelpful and rude responses, particularly from ******. Now, Im facing the possibility of another building fine because the team is not honoring the time constraints I clearly *************** a resolution, I am asking that Clutter please adjust the arrival time for the next move to fall within my buildings approved window of 1:00 PM to 6:00 PM. I cannot afford to keep incurring fines for circumstances outside my control.I am simply asking for cooperation and accountabilitysomething I expected from a professional moving service.

  Business Response

  Date: 08/21/2025

  Summary: The customer scheduled their onboarding appointment to July 11, 2025 and noted building restrictions. Clutter communicated that only all-day arrival windows were available. The team arrived within the confirmed window, and the appointment was completed in 6 hours and 47 minutes due to a larger-than-estimated inventory. Valid labor charges were applied. No issue claim was submitted by the customer. For the final return appointment, the customer accepted a priority window after negotiating with the building. Clutter remains available to review concerns through the formal claim process.

  Clutter has reviewed the concerns raised by the customer regarding their onboarding and final return appointments. Below is a factual summary of the events and account activity:

  - On July 3, 2025, the customer booked an onboarding appointment for July 25, 2025 at 7:00 AM.
  - On July 4, the customer rescheduled the appointment to July 11, 2025 at 7:00 AM.
  - On July 7, the customer added the following note to the appointment: Building requires the move to happen strictly between 9:00 AM and 12:00 PM. No mention of elevator reservation was included.
  Between July 7 and July 10, the customer contacted ********************** via chat regarding elevator restrictions. At no point was a specific arrival time promised.
  - On July 8, 2025 Clutter sent the following SMS to validate the building restrictions: Hello, Clutter here. We are finalizing your appointment for 7/11 and see that you are booked for an arrival time that does not match your buildings time restrictions. We are set to arrive between 7am-3pm but you listed the building restriction as 9am-12pm. Are we okay to leave the appointment as is, or would you like to request to change the arrival window to be 9am-5pm? This offer to change your window is only valid until 7/9. Please respond here if you are okay with this adjustment to your arrival window. For this appointment, we are only able to offer an all-day arrival window, we cannot accommodate only 9am-12pm. An exception will have to be obtained from your building or you can log into your account portal to see if a scheduled window is available for a $29 fee. This means the customer was advised from advance that ********************** was only offering to change the arrival window to a different hour but no expectations were given to a specific time frame. In this same SMS the customer was advised that he could pay a $29 fee if the schedule window was available.
  - On July 10, the arrival window was updated to begin at 9:00 AM, per the customers request.
  - On July 10, ********************** sent the following SMS: For your appointment on Friday, July 11, your team is expected to arrive between 9:15 AM - 12:15 PM. Please remain available for the duration of your arrival window. No specific arrival time was guaranteed.
  - The July 11 appointment was billed as follows: free for up to 6 hours, with a $357 premium fee, $9 gas fee, and $155/hour labor rate thereafter.
  - The appointment began at 10:05:55 AM EDT and concluded at 4:53:37 PM EDT, totaling 6 hours and 47 minutes.
  - The customer submitted an estimated inventory of 33 to 42 items, totaling ****** cubic feet.
  - Clutter recorded 53 items totaling ****** cubic feet, validating the labor charges.
  - The labor charge applied was $43.91, corresponding to 0.28 hours beyond the included time.
  - No issue claim has been submitted regarding this appointment.
  

  Regarding the Final Return appointment:
  

  - On August 6, the customer booked the final return appointment and added the following note: I have already had a horrible experience with my pickup i paid a big fine already can we please make sure to work at a good speed and they cannot leave late. No building restriction was mentioned.
  - On the same day, the customer contacted ********************** via chat and referenced building restrictions from 9:00 AM to 1:00 PM, as well as concerns from the first appointment. No issue claim was submitted.
  - The appointment is scheduled with the following billing terms: free for up to 6 hours, $29 time slot selection fee, $9 gas fee, and $155/hour labor rate thereafter.
  - Notes were added confirming the $29 time slot selection fee.
  - On August 11, the customer confirmed acceptance of a priority arrival window between 7:00 AM and 10:00 AM, after negotiating with the building.
  

  As of this response, no issue claims have been submitted regarding either appointment. If the customer wishes to request compensation or further review, they may submit a claim directly through their Clutter account portal. ********************** will provide a response within 5 to 7 business days.

  Clutter remains willing to work directly with the customer to resolve any concerns through the appropriate channels.
  

  
  

• Initial Complaint

  Date:08/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Clutter to move our household items on July 7 2025 and keep in storage until August 1 and then move it to our new home on August 1.When they delivered the stuff many things were missing and many were ********* replace much of the missing things like our antique rattan chair, some German hand made spice racks, my daughters bed frame and mattress, a hand-woven **** chair, my sons Alesis drum rack, my full bed frame, one leg of our dining table and one of our dining chairs along with the broken things like our dining table base, a full length mirror, my office table and several other items it would cost at least $6000 to replace if not more. We told the delivery men when we saw things missing and they told us to call customer service and weve called, chatted online and they have promised a call back and nothing has happened. We are now five days without these things. This business needs to be held responsible and has to compensate for our missing items as well as for our wasted time.

  Business Response

  Date: 08/12/2025

  Clutter, Inc. provides moving and storage services for household goods. For a fee, we offer secure warehouse storage and facilitate local point-to-point relocations. Our team can also pack, wrap, and transport customers belongings between addresses located within our active service areas. 

  
  The customers first pickup appointment with ********************** took place on July 7, and their items remained in storage until August 1, when the final return was completed.

  
  Following this, the customer reached out to our Customer Experience team and was provided with clear guidance on how to initiate a claim. A formal claim is now open for the reported damaged and missing items, and our team is actively reviewing the matter and conducting a thorough investigation. There has been consistent communication throughout the process, including a completed phone call during which the customer was updated on the current status of their case.

  
  We fully understand the customers frustration and want to assure them that we are doing everything possible to resolve the claim promptly and fairly. We kindly ask for their continued patience while the review is finalized, at which point a resolution will be provided

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My brother died in the home he was renting. I was named as his emergency contact in the lease. Clutter moved the contents per our appt but they overcharged me and I have yet to be able resolve it. I cant reach anybody in the **. Huge language barrier. Everybody I reach is foreign and I can hardly understand them. They either have an IT glitch or they have no resolution. I filed a claim within their online portal and they denied it and now closed out the claim but then I replied again today and got somebody in ***** who cant see why it was denied. Meanwhile Im grieving the loss of my brother and have very important things to do in that regard. They charged 1.83 hours at $155 an hour saying that we went over our five hours by 1.83 hours; however, our plan included six hours per ******* in sales who placed our order. unit.

  Business Response

  Date: 08/04/2025

  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 customers agreement with ********************** was honored in full. According to our service terms, the initial pickup includes up to five hours of labor at no cost. Any time beyond five hours is billed at our standard hourly rate.
  For this appointment, the customer was charged as follows:
  Premium Service Fee: $237.00
  Time Slot Selection Fee: $29.00
  Gas Fee: $9.00
  Labor Charges: $283.16 (based on 1.83 hours billed beyond the initial 5-hour allowance at $155.00/hr)
  These amounts total $509.16 for the appointment.
  In addition, the customer was billed $177.00 for the monthly storage plan for her 10x20 unit, covering the period from July 19 to August 19. This brings the overall billing total to $686.16.
  The labor was billed correctly based on time recorded beyond the 5-hour complimentary window. Only 1.83 hours were charged, not six, and all other line items align with our published rate structure.
  We regret that the customer feels dissatisfied, but we stand by the accuracy of the charges.
  
  

• Initial Complaint

  Date:07/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to resolve an unauthorized cancellation charge of $100 to my account due to *************************** negligence and failure to provide service. I contacted them May 23rd and May 30th over email to request a refund of the disputed charge. The last correspondence from them May 31st indicated willingness to refund the unauthorized cancelation fee of $100 but no refuind has been processed. Clutter rescheduled my appointment to pick up and store boxes of belongings for the summer from **************** from 5/21 to 5/25 via text message on 5/19 without my consent. I sent a message on 5/19 through the portal that I could not do 5/25 due to graduation and street closures. I called twice on 5/20 to follow up to request a new appointment. I informed Clutter that 5/25 was not possible because of street closures due to graduation. The associate with whom I spoke on Tuesday afternoon, 5/20, said she would notate that 5/25 would not work due to street closures and move-out requirements of my dorm and would email me that day after looking into possible dates for rescheduling. I asked to confirm with a supervisor but my request was denied. After not receiving an email, I contacted Clutter via the chat feature the next morning (5/21) to follow up on my request for a new date. I was told that the appointment had been canceled and there were no new appointments I could schedule until June. The online clutter portal did not show any appointment for me. After the appointment was confirmed as canceled by the chat associate, Clutter sent me a text 5/23 alerting me to an appointment on 5/25 when said appointment had already been confirmed as canceled and I had communicated with them on multiple occasions I could not move out on that date due to street closures. I called them again on 5/23 to confirm the cancellation and they offered no new date in May I could use. Because the vendor has been unresponsive and engaged in fraudulent business practices, I request your assistance.

  Business Response

  Date: 08/01/2025

  Clutter has completed a detailed review of the customers account history, inventory records, and claims correspondence. Below is a summary of the relevant facts about a $100 cancellation fee:
   
  The customer originally scheduled a pickup appointment for May 21st, which was later rescheduled to May 25th via text message on May 19th due to operational constraints. While the customer was notified of the change, they promptly responded through our portal to indicate that May 25th would not be feasible due to graduation-related street closures and dorm move-out restrictions.
  
  The customer made multiple attempts to reschedule the appointment, including outreach via portal message, phone calls, and chat support. On May 21st, Clutter confirmed that no new appointments were available in May and that the existing appointment had been canceled. Despite this, an automated text reminder was sent on May 23rd referencing the previously canceled appointment, which understandably caused confusion.
  
  Per Clutters standard policy, appointments canceled within 48 hours are subject to a cancellation fee. This policy is communicated during booking, in confirmation emails, via text messages, and on our website: ****************************************************************************************. The policy exists to account for operational costs associated with reserving truck space and mover availability.
  
  Following the cancellation, the customer submitted a formal issue claim through our Trust & Safety team regarding the $100 fee. After a thorough review of the circumstances and acknowledging the unique challenges presented, Clutter approved a full waiver of the cancellation fee as a one-time courtesy. The refund was processed accordingly, and the claim has been fully resolved. No further cancellation fees will be waived under this account ********************** forward.
  
  Clutter remains committed to providing transparent, fair, and responsive service. We appreciate the opportunity to clarify our actions in this matter.