ComplaintsforClutter

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had this company store my belongings for 8 months - upon ********* they had ******* my *** TV (I had insurance through them and they did pay up to $**** per item. My TV was ONLY two years old, and was well over $1K that I received back) and they delivered someone else's furniture, while losing my ********* I have contacted Clutter multiple times - through calls and emails - and they have yet to get back to me about my lost ********* I had two identical ********* - how can they lose my *********** The one ******** they did deliver was severely damaged that I had to toss it out. I am very upset because it has been 2-3 weeks, and the company keeps telling me they are still searching for it. At this point I want to cut my ****** and be ********** for the ********* which can be seen in this link: **********************************************************************************************************XXXXXXXX/ The company has ******* ******** to my emails asking for an update and my last email where I asked for a full ************* for the lost item has gone *********** I am very upset and would like a resolution to this issue *****

  Business response

  01/19/2022

  Business Response /* (1000, 8, 2021/12/26) */ Clutter is a moving and storage company. Clutter uses a barcode sticker system for items stored. While lost or damaged items are never an expectation with Clutter, Clutter offers 3 levels of protection. If a client has lost or damaged items that exceed their protection plan, all remaining losses are assessed at $1/lb/item, nearly twice the state mandatory minimum for moving and storage companies. **** ****** began storing with us on March 30th, 2021. On November 23rd, 2021, Clutter returned all items barcoded under **** ******'s account. One of her wardrobes, and her TV, both unfortunately sustained impact damage during delivery, as some items shifted out of their braces in-truck. Clutter assessed these two items in alignment with her chosen protection plan and its explicit limitations. Another wardrobe had two SKU stickers, and did not belong to her. This is a rare occurrence that can happen when a sticker transfers from one item to another during transport. Our moving team noticed this error, notified the warehouse, and returned the second wardrobe to the warehouse for re-ingestion under the correct account. The Clutter warehouse conducted their search for **** ******'s second wardrobe, which was found on December 9th, 2021. Between November 23rd, 2021 and December 9th, 2021, the date **** ****** filed her complaint, the longest period of time that **** ******'s email correspondence remained unanswered was less than 24 hours. The Trust and Safety team communicates by email to maintain a written record, and has a ticket response expectation of less than 48 hours. **** ****** has been fully reimbursed for both the TV and the damaged wardrobe to the maximum allowable extent of her chosen protection plan. Her missing wardrobe was found on the morning of her complaint filing. Because the missing wardrobe was found, Clutter did not reimburse for a new wardrobe. Clutter offered to cover the cost of the return of the wardrobe, which **** ****** declined. Clutter disposed of the wardrobe at **** ******'s explicit request.

• Initial Complaint

  12/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We've been storing items with this facility for a year now. We were told we needed to give 24/48 hours notice in order for our items to be delivered within two business days. We're going on the third week and this entire time been asking to retrieve our items with no luck. I've called several times and every time they say there's nothing that can be done all I can do is ****** claims for any and all issues. They forced me to schedule two delivery dates then ******** one without ********* me when asked why, they said it was me who had done so. I requested my items to be delivered before end of month so I ********* have to pay for December but they didn't do so instead had the two ********** and then when asked to accommodate me to remove these charges because it was their fault not mine the would only take away an hour labor. Which ****** anything *********** I'm paying now $**** for the month of ******** and two *********** The items I did receive were ******* and broken but I was told in return there was nothing they could do as they didn't pack these items I did. I was told the day of pick up that the company ****** and ****** items but when I asked them if I needed to re open the stuff I had sealed so they could do it they said no. I'm cornered and continue to ask for my items as I feel they're now being held ******** I stated I had items worth a lot and really valuable not only sentimentally but irreplaceable they could care less and stated all their ********* items are valuable. I'm afraid that the ********* of my items may be ******* as well and they won't hold *************** I don't even know if now they'll ******* break or lose my ****** We've paid insurance but in reality it's not going towards anything since you're not covered at all. They compensated me $765 although I sent a clear ******** list of what my items were worth and the fact that I had them in my possession for a short period of time had just bought them and they were not in any way ********

  Business response

  12/22/2021

  Business Response /* (****, 5, 2021/12/08) */ Clutter is a full-service company that picks up, stores, and delivers a customer's belongings as a result of an online booking request. Once the items are stored, we require customers to book their appointments online for all pick-ups and deliveries. While we suggest scheduling an appointment at least 48 hours from the date needed, there are times of the year that have more demand and business than others. This includes the end of the month, the end of the year, and certain holidays. Unfortunately, ****** & the owner of the account (his wife ********* attempted to schedule a final return during all 3 of these situations. Clutter does not prorate unused time for any of our customers. This is outlined on our public Help Center under article: ***************************************************. This is also outlined in the customer's Completion of Services document. The verbiage from this can be seen below: "When you cancel the Subscription Services, you cancel only future charges associated with your subscription. You may notify us of your intent to cancel at any time, but the cancellation will become effective at the end of your current billing period. Cancellations are effective the following billing cycle. You will not receive a refund for the current billing cycle." In regards to the damaged items, we paid ******** $765 out of their $***** Protection Plan limit. There are still funds to cover any future damages as well as items that were paid out based on the cost of repairs. On 12/8/21, our Trust & Safety Specialist ****** contacted ******** to go over her policy limitations and to address any concerns that were unanswered. It was discussed that while we cannot move her appointment up due to a lack of available dates, we are able to resolve some of the other issues. Even though we do not prorate per Clutter's terms of service, we were able to meet a resolution of refunding a whole month of rent worth $174.72. It was also advised that for the items paid out based on the cost of repair, she can submit proof of receipt should it cost more to fix some of her larger furniture items. While this does not replace the more sentimental items, it allows her to potentially increase the payout with evidence that it will be more of a financial responsibility on her end to fix some of the items. ******** accepted this resolution and will reach out to us should she have any future questions. Consumer Response /* (3000, 7, 2021/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) When they called they did not give me an option they told me this was what they were going to do . There resolution was to give me $172 and some change. They destroyed thousands of dollars worth of my belongings and claim they can only pay me up to a thousand because the monthly insurance I paid only covers that amount but yet they don't offer any other insurance to cover what your items are worth. To resolve this I want all my money back from the two deliveries and the fee's for November and December and I want the rest of my items now ASAP. I'm afraid to see what the conditions of my remaining items are. Business Response /* (4000, 9, 2021/12/18) */ ******** was paid out the maximum level possible based on the severity of damage to her items. As stated on the call, email, and the previous response, she can send in documentation to try and get her offer increased. Clutter is required to pay for the repair of items or the full replacement, whichever is lower. However, if our offer is less than the cost of repairs, she was advised to submit her proof of receipt to ******************. In regards to her Protection Plan ************ she chose to pay the $15 a month for the ****** level of coverage. This is a step below our maximum coverage of ******* Not only did she opt for the lower level but she did not acquire insurance coverage outside of Clutter. If she was aware that the value of her items was less than the coverage she was acquiring, it is up to the customer to seek out coverage that will payout for more than Clutter offers. We are not responsible for covering more than the limitations that the customer pays for just because they didn't pay for more protection. ******** has already been covered for 1 hour worth of labor for her final delivery. As previously discussed, she is scheduled for the earliest available appointment on ********* On this date, we will deliver her items to her and should she find more damages, she is welcome to file more claims for review. Consumer Response /* (4200, 11, 2021/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Per my conversation with the representative, I was not aware of any other insurance as I was only offered the one for $15 a month. I do know the value of my items and had I known there was more options I would have opted for the highest one. They didn't resolve the issue, they told me there wasn't much they could do. If on my last delivery anything was damaged they would only pay the remainder amount from $765 to equal the total of the insurance which is $****. I did submit proof of purchases and even then they stated there was nothing to do and no higher amount would be paid. I wasn't offered a sooner delivery date, I had to go on the website myself find and schedule a date. On my final delivery I was told I'd have one free hour of labor and yet I was still charged $12 and some change, all charges for December weren't taken off my bill either. They tell you what you want to hear and do as they please as they have and keep your credit card on file and charge it on their own choice.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In November 2019 I hired Clutter to pack my household items and put them into storage. They took 4 days longer than they had stated they would need to do the packing so I had to hire a local organizer to supervise for me since I had to leave for my new house by the date I had given them. Clutter charged me many times the amount they had originally quoted me to do the packing and storage so I then found another storage arrangement. I paid Clutter to then take my possessions out of their storage and place them in a new one, rented by me. My organizer on site noted that Clutter was literally throwing the boxes with my possessions into the new unit. The boxes they had packed were packed improperly, taped with masking tape, already damaged and falling apart. My possessions were stacked and piled in such a way that my furniture and possessions were damaged. When I had my possessions unpacked and brought to my new house in Nov. 2021, I discovered that a $**** dresser was missing, and that there was $****** worth of damage to my possessions. I filed a claim with Clutter, documenting the damage with photos and evidence of the items' value. Clutter rejected my claims.

  Business response

  02/23/2022

  Business Response /* (1000, 5, 2021/11/29) */ Clutter is a full-service storage company. For a fee, Clutter packs, moves, and stores an individual's items. ********* ***** utilized Clutter's service by storing their items with Clutter from 11/16/19 to 12/19/19. On 12/19/19, ***** directed Clutter to return all items to a Self Storage unit in Sacramento, CA. Over 694 days later, ***** has filed multiple claims of items being damaged and lost. As these claim were filed outside the statute of limitations - which is 9 months - these claims are deniable. From the time of return to the time of the claims filed, Clutter received no other emails, letters, calls that support an attempt to file a claim prior to this point. Regardless, as an act of good faith, Clutter still investigated these claims and confirmed all lost items in the claim were recorded as returned. Additionally, photos of damaged items do not support clutter liability, as the majority of the photos show items in front of finished drywall. This indicates an additional move post the self storage return location. In order to be eligible for reimbursement under (ii) or (iii) of Clutter's Limited Security Warranty Policy, you must timely notify Clutter of any applicable damage while Clutter personnel remain present during or after the performance of services. 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. As such, we have denied *****' claims.

• Initial Complaint

  11/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had used Clutter's service on 7/8/2021 to store a new kitchen pantry (dis-assembled with multiple parts) temporarily while I put my newly constructed home (in San Jose, CA) to market for sale. We were under the process of relocating to Canada and planned to take the pantry parts to Vancouver BC. On 8/10/2021 we ordered the return of our package. We took the pantry to Vancouver, BC in last week of August. Now on 11/27/2021, I got an email from Clutter telling me that they had missed delivering few parts in August and want to deliver them now. I am now in Canada and they refuse to pay for the delivery to Vancouver, BC. They told me that I could claim $1/lb Or they could dispose my items free of cost. That pantry is worth USD **** and without the missing items I won't be able to assemble them in Vancouver BC. Can BBB help me get them delivered (on Clutter's expense) to Vancouver, BC or get me the replacement cost of the items.

  Business response

  02/23/2022

  Business Response /* (1000, 6, 2021/11/29) */ ****** stored their items with our company from July 8th-Aug 10th 2021. When they signed up for our service, they opted out of a Protection Plan which would cover any losses or damages to their items, and thus was covered by our base coverage of $1/lb. On November 27th, our team reached out to let the customer know that we located some items that were associated with their account that were not included in their final delivery. Our team members offered a free delivery of the items within the service area that we are able to operate in or free disposal of the items and the ability to file a claim for the loss. As a higher protection plan was declined, that loss would only be covered at $1/lb not at market value of the item. In our open email thread, our team members have offered detailed explanations of all available options and apologized for the inconvenience. As previously offered, we would be happy to cover the cost of disposing of the items or delivering them within the service area the customer originally utilized our service in.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  When I signed up for the storage unit, the business model was very clearly explained to me. Since then, they have hiked their rates and added new charges that completely changes their business model. Clutter is not like a typical storage unit where you pay a monthly fee and can access your storage unit at any time. With Clutter you never see your storage unit, but can schedule a pick up (to add items to the unit) or a delivery (to retrieve items from the unit). On sign up they promised that customers can schedule as many FREE pickups and deliveries as they like. Now, after 2 years of paying my monthly bill with no pickups or deliveries, when I finally want to retrieve some winter clothing, they've decided to add ********** fees for deliveries and pickups. This means that they are holding my belongings hostage unless I pay an extra fee ($165 for a ********* to get stuff back. Customer service would not budge and pointed to the following language in their end user agreement: "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." I contend that this language does not shield them from wrongdoing because deliveries and pickups are not a "NEW service". They are not "amending fees to existing services" ...they are "introducing brand new fees for already existing services". Services that they promised would be free forever on sign up . Shame on Clutter for the bait and switch

  Business response

  02/23/2022

  Business Response /* (1000, 5, 2021/11/24) */ Clutter is a full-service company that picks up, stores, and delivers a customer's belongings as a result of an online booking request. During the initial booking on our website and prior to their first appointment, customers have the ability to add a Protection Plan. Their options include plans that are worth $***** or $***** of coverage in the event that their items become damaged or lost while with us. They also have the ability to opt out of coverage in which we will automatically apply our lowest level at no charge to them. ***** opted to not pay an additional monthly fee for extra coverage which puts his claim payouts at $1 per pound for each item instead of basing it on their individual dollar values. ***** has filed a total of 4 claims for damaged and lost items since becoming a customer with us. His payouts based on the level of Protection Plan have totaled $********. We even paid above the weight for a damaged dining table as a courtesy for being a loyal customer of Clutter. The denied items that ***** mentioned were for a bed that was confirmed as returned back to ***** and side rails that we never stored in our warehouse. All other claims and items were approved for payout. On 11/16/21, ****** from the Trust & Safety team reached out to ***** to address his concerns regarding his items and account as a whole. His request was to have his claims processed and his items delivered so that he no longer has to deal with Clutter. At this time, all of his claims were already finalized by Clutter and all of the offers were accepted by *****. On 11/20/21, the remaining items in storage were delivered to ***** and his account was closed. At this time, there are no issues or claims that remain open or unaddressed. Consumer Response /* (3000, 7, 2021/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) What Clutter is saying is complete and utter nonsense. They keep talking about someone called *****. ****** *****!? I've never heard of *****. They say I've filed 4 claims for damaged and lost items. No, not me. I've never filed any claims for damaged items. In fact, I've not even seen my items since they took them away and held them hostage. I hope they're not damaged. The person who responded to my complaint is clearly ********* me with another *********** ********* Business Response /* (4000, 9, 2021/12/05) */ Clutter is a full service storage company, that reserves the right to amend fees and charges for existing services at any time. ******* has been storing his items with us since 2019, when we offered free pickups and deliveries for every appointment between the initial pickup and final delivery. We amended our pricing structure for these in-between appointments in 2020, as we reserve the right to do in our terms of service, which is not a bait and switch. The appointments are now priced at $9/item and a truck fee in order for us to better service our customers. We have reached out to ******* and are currently in communication regarding the original error in response and are trying to come to a more favorable resolution for his concerns.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  They lost several thousands of dollars worth of items, and when I attempted to file a claim, they didn't give me fair value for the items. Instead, they said that I'd get "$1/lb" which is just absolutely absurd, and infuriating. Over the two years that I had things stored with them, they lost a total of 10+ items, which is just absolutely unacceptable. When I was trying to close my account and I asked them to donate the items that I no longer wanted, they make you arrange the details, rather than simply doing it on your behalf. Clearly, their legal team have taken over the company, at the expense of customer service. Don't store anything with this company if you care about ever getting it back. They lost specifically a toiletries bag which contained 5 *** **** Oud Wood cologne bottles, which had a value of $**** in total ($350 per bottle) - they offered to reimburse me $20. Absolutely unbelievable. All I want is fair compensation for the fair value of the items that were lost in their storage. I never agreed to a ** policy of $1/pound, that's an incredible way of "waiving liability" without any actual expense - clearly they're run by ******** absolutely ************ Attached is a screenshot of the claim that I filed with them.

  Business response

  11/24/2021

  Business Response /* (1000, 6, 2021/11/23) */ ****** **** most recently filed a claim regarding his missing item on November 13, 2021. His past claims dating back July 24, 2019 and November 9, 2021 were evaluated according to the Protection Plan coverage on his account. ****** has been with Clutter since May 13, 2019. We understand his Protection Plan only covered up to $1/lb for any lost or damaged items per our Limited Security ******** ******* All ******'s claims were evaluated according to this policy. However, as a long time customer and as a gesture to come to a resolution, we were able to go above and beyond the $1/lb Protection Plan with a claim settlement offer that met both the customer and Clutter's ideal resolution. The disposal of the remaining items he has in storage has been completed per his request, and his account is officially closed with Clutter. We are very happy to see that we were able to come to a resolution regarding this matter. The claim settlement has been accepted by ******, and this issue has been resolved. We thank ****** for his cooperation and feedback as this is extremely important to us. Consumer Response /* (2000, 8, 2021/11/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) They were receptive to my feedback, and worked to find a fair and reasonable resolution for everyone, and I'm grateful for their attention to my concerns. This issue is now resolved.

• Initial Complaint

  11/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Company has lost several items and damaged other items and refuse to take responsibility and denied my claim.

  Business response

  12/07/2021

  Business Response /* (1000, 5, 2021/11/23) */ Clutter is a ************ company that picks up, stores, and delivers a customer's belongings as a result of an online booking request. During the initial booking on our website and prior to their first appointment, customers have the ability to add a Protection Plan. Their options include plans that are worth ****** or ****** of coverage in the event that their items become damaged or lost while with us. They also have the ability to opt out of coverage in which we will automatically apply our lowest level at no charge to them. ***** opted to not pay an additional monthly fee for extra coverage which puts his claim payouts at $1 per pound for each item instead of basing it on their individual dollar values. ***** has filed a total of 4 claims for damaged and lost items since becoming a customer with us. His payouts based on the level of Protection Plan have totaled ********** We even paid above the weight for a damaged dining table as a courtesy for being a loyal customer of Clutter. The denied items that ***** mentioned were for a bed that was confirmed as returned back to ***** and side rails that we never stored in our warehouse. All other claims and items were approved for payout. On 11/16/21, ****** from the Trust & Safety team reached out to ***** to address his concerns regarding his items and account as a whole. His request was to have his claims processed and his items delivered so that he no longer has to deal with Clutter. At this time, all of his claims were already finalized by Clutter and all of the offers were accepted by *****. On 11/20/21, the remaining items in storage were delivered to ***** and his account was closed. At this time, there are no issues or claims that remain open or unaddressed.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about June XX XXXX I had my furniture picked up from my former address to be stored while I was in the process of moving into my new home. This was my second pick up the furniture and so my first experience was very good they took very good care of the items as they packed it up so to my surprise this set of movers didn't seem to have that same level of care and preparation when it came to my items several of my items were lost and damaged . I had a marble table that was worth around $****** to XXXXX that was only two years old. I added Insurance prior to the pick up and transportation of the items. I informed the movers that this was a very delicate item. I explained to them how they needed to wrap it up and then I saw them dragging the table as they were putting it on the truck . They said that they had something underneath it I could not see if that was true or not however when the table was returned to me it had several marks and it was cracked to the point that it cannot be fixed. This l table comes from ***** it is one of a kind and they failed to wrap and handle it with care. I filed a claim on or around July 8th. When my items were delivered their own employees or contracted employees made note of the condition that it arrived in from their storage. I have waited for over 90 days for them to offer me only $**** for an irreplaceable marble table no one has been able to explain to me why the $****** insurance has not been applied even though I provided them with a copy of that additional insurance, At one point I was told I had not added coverage but I provided them with the contract that shows that I paid for the additional coverage. There were several other items that were issues on the claim that they also did not provide adequate compensation for however my main focus is on this one of a kind table. I'm would like to be compensated the full $******.

  Business response

  06/21/2022

  Business Response /* (1000, 5, 2021/11/15) */ June 30, 2021, Clutter packed, transported, and stored ******'s personal belongings at one of our warehouses. ****** purchased Additional Coverage during the "Transportation" which affords $****** coverage for all items picked up on 6/30/21. The Additional Coverage only provides coverage during the transportation from point a to b (b is Clutter storage). It does not provide coverage while in the Clutter warehouse. That type of coverage is "Storage-In-Transit" which the customer did not select, and the storage in transit coverage only applies for a total of 90 days post the initial pick-up. All of ******'s claims were reviewed and investigated thoroughly. There was no evidence of a loss during the 6/30 transportation. We reviewed all truck data and investigated ******'s claims accordingly, as we do with all our claims that are submitted by our customers. ****** first submitted her claims on August 12, 2021. Her claims were offered on the same day ****** submitted her claims. This aligns with our 48 hrs expectation we set for our customers. As ****** disputed her claim offer, the time it took to re-offer the claim was extended. The marble table and of ******'s large furnitures were wrapped properly with blankets and secured during transit. After a lengthy internal investigation across Clutter, there is no footage or evidence that any of the items were damaged while in a Clutter vehicle. As a result, we are required to maximize the policy at $***** and cover the remaining items based on their total weight. A few of the items on the policy have been increased above their weight based on the initial claim offer. This offer is the absolute final offer and will not be increased as we are not eligible to use the in-truck protection without evidence that damage was done during the transport of these items. We are happy to review any additional evidence the customer would like to submit to show they were damaged during transportation. Consumer Response /* (3000, 13, 2021/12/01) */ ***Document Attached*** According to their response I opened my claim a month after the return of my items. The photo I submitted shows the date of the claim was made which is the date the items **** ******** ******** The next photo is of the correspondence of me adding additional photos of the damage. Last photo is of my initial ************** with the evaluator of my claim which was on the 12th. I didn't have anyone contact me for over a month after the filing of the claim. I didn't address the other issues on the claim because the table was the biggest concern for me. But It took 90 days to get the final offer. I have multiple emails of me ******** out to find the status. I also provided the *********** of the table but experts about the ******* They are not paying out the total loss but are not showing me evidence that it didn't happen on the truck. If there is footage of it happen elsewhere then I can accept the offer but the photos of the damage show that the table wasn't wrapped properly and the ******** ***** match up with what I witnessed of the movers ******** it on the ****** Business Response /* (4000, 17, 2022/06/08) */ The claims against Clutter for lost and damaged items were settled in 02/01/22 with a signed settlement agreement the settlement was issued to the customer.

• Initial Complaint

  11/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired this company to move my belongings into temporary storage. I was living in a 2 bed/1 bath apartment. They showed up late, took 4 hours of breaks in the 8 hours they were there, then left half way through the move leaving my furniture scattered in my public hallway and in the back alley of my building. Some was in their truck. They left and I had to hire another moving company to get my belongings off the street and out of my neighbors way. After 20-30 calls to the company they returned my belongings to my storage facility. Now, 6 months later, they call saying they have my bed, which was missing and I assumed stolen as it was left outside. Of course, I already rebought the bed....and then they call and say they found a coffee table of mine...and demand to deliver it within 24 hours. It is criminal what they do.

  Business response

  06/09/2022

  Business Response /* (1000, 5, 2021/11/09) */ While we are deeply sorry for this customer's situation, we can confirm that we have followed all protocol for this situation. The customer was more than welcome to file a claim for these items when the issue arose, and in fact, still can. However, we are not responsible for covering 3rd Party expenses, as detailed in our Limited Security Warranty Policy (attached for review), but detailed, below: "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; (viii) loss or damage which was not reasonably foreseeable at the date of entering into this Agreement, regardless as to how such loss or damage was caused; (ix) loss or damage due to emotional distress; or (x) consequential damages of any character." We would like to return the customer's items in a reasonable manner, but cannot be held liable for the additional cost the customer is expecting us to pay. Consumer Response /* (3000, 7, 2021/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company left my belongings outside and quit the move without letting anyone know. Tens of thousands of dollars in damaged and stolen furniture due to their inability to fulfill the services they were paid in full for. This is a criminal case as they refused to deliver my furniture they had taken in its entirety. This is a criminal organization with hundreds of customers who have experienced this first hand, as evidenced by their 1 star rating across every organization that rates businesses. Poorly run, burned through early finding now burning customers to stay afloat. Business Response /* (4000, 11, 2022/06/08) */ Clutter is in possession of two items, a bed headboard and a table. Clutter has made an attempt to coordinate a return with the customer multiple times. Clutter will only return the items within Clutter territory and during standard business hours. The customer has elected to not select either a time or a place that is either operationally possible or within business hours. If the customer wants the items returned, within the business hours and territory Clutter is willing to complete the return. If the customer does not want the items, the customer is welcome to file a claim in the account portal. To date Clutter has not received a claim for the two items. Consumer Response /* (4200, 13, 2022/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is insult to injury. Not only did they leave my belongings outside on the street overnight when I inquired where my bed was they said they didn't have it. So I spent another ** on the same bed. Over A MONTH later they called and said oh hey we have your bed! They've cost me over *** in damages. This business is criminal.

• Initial Complaint

  11/05/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Today, due to the prior error, Clutter is once again in breach of contract, suspending my account (preventing me from scheduling a drop off of my property) due to their accounting error from before (I literally just filed a complaint about this). They keep changing my storage rate, we're at the mercy of Human Resources Administration and they have to process it each time the rate switches. So Clutter has suspended my account b/c of their math error once again this is happening. My hands are tied and can do nothing except submit the invoices, HRA handles the rest. This is a breach of contract, I'm moving and need some of my stuff in my new apartment. This is also a form of harassment as they're well aware of the circumstances dealing with HRA as form of payment and know full well the paperwork must process before any new payments can be issued. A new method must be in place for public assistance cases such as these so as not to lock them out from their stuff. It keeps coming up, and I'm not sure the real issue here, bottomline I need some of my things next week. This is a breach of contract and my 3rd formal BBB complaint, among other formal complaints against Clutter. (Not long ago they tried breaking the law, denying me the right to pay by check just fyi). It got fixed but Clutter did try.

  Business response

  02/23/2022

  Business Response /* (1000, 5, 2021/11/14) */ **** currently has an overdue balance of $8.16. ******* does not accept checks as a method of payment. As a courtesy, we've accepted her checks and this has been applied to her account on multiple occasions. Rate adjustments do take place as they are a standard industry practice. ****'s first rate adjustment was waived on November 30, 2020. As a one time ********* ****'s storage rate was not increased. On September 2, 2021, **** received an email notification letting her know that a rate adjustment will take place on September 30, 2021. The Release Agreement **** agreed to comply with states "Clutter may add new services for additional fees and charges, or amend fees and charges for existing service, at any time in its sole ************* We've made exceptions to her method of payment, waived her rate adjustment as a one time courtesy, and was in ******** ************** with the customer. Once her overdue balance is paid in full, **** can schedule a new appointment through her online account portal at any time. Consumer Response /* (3000, 7, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is a caveat however. When Clutter, at random, decides to adjust the rate, if a balance is the byproduct of that adjustment, there's no choice but to wait, since we are at the mercy of Human Resources Administration and they only pay by check once a month, which punishes the customer trying to attain their items. This is a huge caveat that needs to be updated for check paying customers. Also, it's not really a "courtesy" that they allow me to pay by check, it's actually the law that so happens to be inconvenient for them. I have emailed them a copy of this precise NJ law which is on their records. To be clear, Clutter is locking me out of my items as they are waiting on HRA's check to arrive and they don't check their mail on the regular which could be over a month until I can gain access to my items? Deliberate please proceed. This is unjust for check paying customers and like I said prior, needs to be adjusted for check paying customers. This is a form of harassment and breach of contract. The check has been mailed which I have proof of and never has payment been late which they can confirm. Whether they check the mail to actually cash the check is another story, and I'm the one being punished while they decide if they're going to check the mail or not that week. Explain how that's not a breach of contract and how that's not harassing their customer . Business Response /* (4000, 13, 2021/12/02) */ At this time, ****'s overdue invoice due to the prior billing error has been forgiven. Multiple members of the Trust & Safety team have reached out to work with **** and request if there is anything else that needs to be addressed. **** has not advised that there is anything else that needs to be handled now that her account is back to an active status and no longer *********** As a result, there is nothing more to resolve as ******* has completed all necessary actions. However, should **** feel that the resolution is still not ************* she is able to respond to any of the multiple emails sent to her. If this is the case, we are able to continue to work on any issues that have not been **********

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