Complaints

• Initial Complaint

  08/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In 2021, we moved from a house to a small apartment in ******* and decided to store some of our possessions with MakeSpace after looking at the various companies that offered storage solutions and determining that they were a good fit. We had explicitly looked at Clutter for this and did not like their policies or how they operated. In February 2022, Clutter acquired MakeSpace and we were forced to accept new terms with the new company or receive immediate delivery of our items, which we were not prepared to do.On June 29th, 2024, we received delivery of our items at our new house in *******. Over the next several days, we discovered while unpacking the following discrepancies:1) 2 boxes of items, many of them sentimental and irreplaceable, had been repacked in Clutter boxes, which must have happened after we had stored the items with them since we originally stored with MakeSpace, not Clutter. Most of the contents of these boxes had been crushed, despite wrapping them for protection during storage.2) We are also missing our 60" LED television and dining room table, which they have acknowledged they are unable to locate.3) We received many damaged items, including nightstands, end tables, bookshelves, and other furniture with large gashes in them that weren't there previously, and a hanging chair that's missing its chain for hanging.We filed claims for 1) and 2) with Clutter. They rejected the claim for 1) as they say they do not know the contents of the boxes (even though they repacked them). They offered to pay us $185 for 2), $50 for the TV and $135 for the dining room table. The replacement cost for all these items is more than $2,500. Additionally, having paid them more than $10,000 to store our items over 3+ years, they have failed to uphold their responsibility in this transaction -- keeping our items safe. This is negligence on their part to destroy 2 boxes of items and lose 2 additional large and expensive items without reasonable compensation.

  Business response

  09/04/2024

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

  The customer was a former MakeSpace customer in which ********************** acquired MakeSpace February of 2022. The customers account was digitally transferred over to Clutters platform. MakeSpace covers up to $0.60/lb for stored items. As the customer did not purchase additional protection plan coverage with MakeSpace, the customers account was defaulted to the minimal coverage of up to $1/lb for stored items with Clutter. 
  On June 29, 2024, Clutter serviced a return of all stored items to the customer. On July 16, 2024, The customer filed a damaged and lost item claim(s) with Clutter.  Clutter reviewed all claims submitted that were aligned with our Limited Security Warranty Policy and the Protection Plan coverage of $1lb for stored items. See below for details:

  "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".
  

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

  Clutter is open to reaching a potential resolution directly with the customer. Our Trust and ***************** has established an open line of communication at this time.

  Customer response

  10/09/2024

   
  Complaint: 22200893
  
  I am rejecting this response because:
  

  While the resolution for one part of the complaint was acceptable (compensation for missing items), the other part of the complaint for damaged items was not. Considering the damaged items are irreparable and the replacement value is over $1000, this is unacceptable to us 

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

  Business response

  10/17/2024

  Clutter is a moving and storage company that offers warehouse storage for household goods. Clutter acquired ********* in February of 2022, became the ******* of MakeSpace's former customers ********************** in 2022, and MakeSpace ultimately dissolved as an entity between 2022 and 2023.

  Clutter clients interact with their storage through appointments scheduled in the Account Portal at **********************************. In the unlikely event of damages or losses, clients have access to a claims process through their Claims Portal at *********************************************************************************;

  The ********* first moved their items into storage on 2 and 3 March 2021 under MakeSpace. After they were notified in February 2022 of the impending transition from MakeSpace to Clutter, the ********* chose to continue storing with Clutter. The ********* received the final return appointment returning all items from storage on 29 June 2024 serviced by Clutter. They filed two damaged item claims on 16 July 2024, 18 days after Clutter last touched the customer-sealed boxes containing the bowl and bobbleheads referenced.

  MakeSpace covered up to $0.60/lb for stored items. As the ********* did not select a Protection Plan coverage with MakeSpace, their account was placed in the minimal protection plan coverage under Clutters Limited Security Warranty Policy. Absent any supplemental protection plan coverage, Clutter covers up to $1/lb for any item damages or losses eligible for compensation under the Limited Security Warranty Policy.

  The Glickmans filed a second claim for two lost items, the aggregate weight of which was determined to be 185 lbs. In the Glickmans chosen Basic Protection Plan under MakeSpace, the Glickmans would have received a maximum aggregate $111 in compensation for the two lost items claimed. However, Clutter offered the Glickmans $685 for these two items, which is $500 above the $185 that would normally be owed under Clutters own $1/lb/item plan, or $574 above what would have been owed had MakeSpace never dissolved as an entity and transferred the Glickmans storage to Clutter stewardship.

  By choosing to stay with Clutter, the Glickmans are subject to Clutters Terms of Service and Limited Security Warranty, visible at **********************************************************. Per our Limited Security Warranty, visible at ******************************************************************************************;

  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.

  As the Glickmans were informed by our Trust and Safety team on 25 July 2024, and as was noted in the 16 July 2024 claim resolution for the items listed here, the contents of pre-packed boxes are ineligible for a per-item assessment of damages under the above policy. While we acknowledge that the Glickmans are requesting these items to be compensated, Clutter has no means to compare the state of the items when initially picked up, and thereby has no manner to determine whether these damages are Clutter-caused. 

  Per our Limited Security Warranty, visible at ******************************************************************************************;

  "In order to be eligible for reimbursement [], 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."

  Clutters team was first informed on 16 July 2024 of the damages these packed-by-owner items incurred. Because Clutters last contact with the boxes containing these items was on 29 June 2024, Clutter cannot account for anything that may have happened to these boxes in the 18-day interim.

  For these reasons, Clutter is not liable for the damages claimed per the above provisions, as neither the Glickmans nor Clutter has the means to reliably determine fault.

  We acknowledge that this does not meet the Glickmans desired resolution. However, Clutter is resolute in its decision, and the denial of their damaged item claim is final.

  Per our Limited Security Warranty, visible at ******************************************************************************************;

  "You acknowledge and agree that the Limited Security Warranty set forth herein shall be your sole and exclusive remedy and Clutters total liability to you in connection with any lost, stolen, or damaged Stored Items."

  The Glickmans request is that we exceed our Limited Security Warranty policy to provide compensation for damages that neither Clutter nor the Glickmans can show were Clutter-caused. All claims are assessed in alignment with the Limited Security Warranty Policy and Terms of Service. By signing up with Clutter, the ********* affirmed that the terms under the Limited Security Warranty policy is their sole recourse for damages. For this reason, Clutter will not meet their request for compensation for the items claimed here.

  Should the Glickmans have any additional questions, they may forward those questions to their standing chains of communication with the Trust and Safety Team.

  Customer response

  10/22/2024

   
  Complaint: 22200893
  
  I am rejecting this response because:

  Clutter claims that it did not inspect or pack the boxes with the damaged items. We stored our items with MakeSpace, yet the items in these two boxes were returned in Clutter-branded boxes. Clearly, we did not pack these boxes. The contents were crushed, which indicates to us that the boxes were improperly stored by Clutter, then repacked in Clutter-branded boxes. The way in which our items were stored was clearly negligent and paying thousands of dollars to store these items and then to not be reimbursed for the damages is absurd.

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

• Initial Complaint

  08/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company, Clutter, is not the company I originally contracted with. I originally started with MakeSpace; Bought out by Clutter. The rules changed. Less service . In storage, I had a collection of oriental rugs. I paid to have 5 rugs delivered to my condo. All were severely damaged by insects. I had to throw them out. I filed a complaint. I was given a payment of $1.00 per bound. This came to $568.00. Why? no idea. There's did not weigh 568 lbs. Next, I had 2 large rugs delivered. Both severely damaged by insects. This time I have been offered $80. A dollar a lbs.Both have a value several thousand dollars, and i have a receipt for my original purchase. In both cases I submitted photos showing damage. No results. Only indifference.

  Business response

  08/31/2024

  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 is not a standard self-storage facility; Clutter operates via appointment only. The customer was originally a MakeSpace customer who transitioned to ********************** after the Feb 2022 acquisition. The customer has been with us since 4/21/2020.
  
  The customer has only booked 2 returns since transitioning to Clutter on 3/29/24 and 6/15/24. Both returns were for sets of rugs. The customer filed claims for both sets of rugs following each return. 
  
  The first item claim was filed on 4/1. When the customer joined MakeSpace, they were given the option to protect their items via set amounts. The customer chose MakeSpace's Basic plan which offered protection at $0.60/lb per stored item. This plan was replaced by Clutter's minimum protection of $1/lb per stored item. While reviewing their 4/1 claim, we estimated their damaged rugs to weigh a combined 40 lbs. Per policy, their offer would've been $40. However, we noted the customer's past interactions with us and decided to go above policy as a courtesy and offer $535 as this matched the fair value for replacement rugs of similar size and appearance. The customer accepted this offer on 4/5. 
  
  The 2nd claim was filed on 8/13 and reviewed on 8/14. We estimated their damaged rugs to weigh a combined 80 lbs which resulted in a per-policy offer of $80. The customer shared their dissatisfaction with this offer.
  
  After further review, we have increased their offer to $465 which in total is $1,000 for all claims. This is $880 above policy and intended to resolve their dispute. The customer has not accepted this reoffer but it is available for them to review within their Clutter account portal.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of the transaction:July 29, 2024 Amount paid to the business:$200 (cancellation fee) + $169.2 (storage fee) = $369.2 and damage fees What the business committed to provide:Clutter was supposed to provide moving services at a time that was agreed upon or selectable, and to store items safely.Nature of the dispute:48+ hours before the move, I tried to select a specific time, but Clutter's website didn't clearly allow it. During move-in, a time range was selectable, but for move-out, it wasnt obvious. **************** later informed me that I had to select "building restriction" to reveal hidden time slots. This misleading practice led to a $200 cancellation fee. Clutters 48-hour restock policy also forced me to pay $169.2 for an extra months storage. Additionally, my **** bed frame was damaged, and Clutter denied my claim within 24 hours, citing that it was made of composite wood. Recently, I found large holes in my new **** mattress and developed skin rashes, raising concerns about mold or bed bugs in their storage.Whether or not the business has tried to resolve the problem:I contacted Clutter multiple times to resolve timing issues and dispute fees, but they provided no satisfactory resolution. They denied my bedframe damage claim and ignored the mattress and potential storage issues.

  Business response

  08/31/2024

  Clutter is a full-service moving and storage company. For a fee, Clutter packs and stores customer items in one of our warehouses where customers can manage their inventory online and schedule appointments as needed to remove or add items into storage. Clutter is not a standard self-storage facility; Clutter operates via appointment only. The customer joined ********************** on June 29, 2024.
  
  The customer's issues began when they attempted to reschedule their July 27 final return. They notified us of their intentions after our call center closed on July 26th. As such, we were not able to accommodate their request. Clutter takes every precaution to be clear about our 24 and 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: www.clutter.com/help/articles/1500005731201.   
  
  Appointments canceled within 24 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. Our team arrived within the designated window on July 27th but was turned away by the customer. As such, a $200 cancellation fee was billed. 
  
  The customer filed 2 issue claims on July 27th to dispute the fee. The first claim was denied since the fee is valid but the second one was partially approved as a courtesy. Due to the appointment being canceled, we had to reschedule it but did not have an open slot until after their next storage bill hit for the period of July 29 - Aug 29. We were able to return their items on Aug 3, 2024.
  
  On Aug 8, the customer filed an item claim for damages to their bed frame. The bedframe was made of composite wood which is listed as an exemption in our Limited Security Warranty Policy. The claim was denied for that reason on Aug 9. 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 [...]
  
  The customer filed another claim on Aug 21 for minor damages to their mattress. The customer's protection plan covers $1/lb per stored item. Since their demand was close to the weight of the item, we met their demand. 
  
  The customer shared their experiences on social media on 8/21 and we responded to them on 8/22. The customer made clear that their final demands were for us to refund the entire, $200 cancellation fee, refund the additional storage charge, and compensate for the damage to their composite wood item. 
  
  After further review on 8/31, we approved their composite wood claim by meeting their demand, maintained our $100 offer for their cancellation fee claim which covers 50% of the charge, and approved a prorated refund for unused days of storage between Aug 3 to Aug 29. We know this does not meet their entire demand but it does meet 83% of it. 

• Initial Complaint

  08/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On August 3rd, 2024, I was called by a ***** delivery driver concerning packages that were sent from my Clutter storage to my college because my college did not accept these packages. I was told by the delivery driver that the only option I had was to ship them back to the sender, in this case Clutter. One of my packages was then damaged and thrown away by *****, I was never alerted about this by Clutter until I had inquired about a package that was missing from my Clutter portal. I was told by Clutter to file a claim to ***** to get compensation for the items that were thrown away and they also sent me images of the package that were apparently thrown away. When I tried to file the claim with *****, I was told that Clutter needed to do this because Clutter had created the shipping label. When I got back to Clutter on this, I was told that they had customers file claims before with *****. When I explained again, they only kept urging me to file a claim. I instead filed a claim with Clutter on 8/16/24 after a different customer service worker told me to file the claim with Clutter and they will then file the claim with *****, this did not happen. Instead, Clutter wants to compensate me $100 for items that I was shown as lost cost more than that. Another confusing part is that some of the items that I was sent images of are apparently not thrown away but still with my storage company, so now I do not know specifically what items were thrown away and what items I do have. During this entire process, I have been getting mixed answers and no direct responses to my questions from Clutter on what to do or what items I am missing. Their solutions are getting me no where. I do not know what items I lost, it seems that Clutter does not know either, and I want to receive fair compensation for them but I am not being guaranteed that. The images attached is Clutter told me was damaged but I was sent an email of a box on 8/21/24 that has items I thought were thrown away.

  Business response

  08/31/2024

  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 is not a standard self-storage facility; Clutter operates via appointment only. The customer joined ********************** on 5/2/24.
  
  The customer booked a partial return of 3 items via a ***** shipment on 8/1/24. After being tendered to *****, the items were delivered but the customer's university denied the shipment. The customer reached out about not receiving her items and we urged her to file a claim with *****. ***** allows a recipient to file a claim on behalf of the shipper via a shipper waiver. This waiver was provided to the customer on Aug 13 and is our stand procedure when guiding customers to file a ***** claim. 
  
  On 8/14, the customer filed an issue claim requesting we refund the entire shipping charge. They stated that after their university denied the items, ***** called them and said that all 3 items were to be shipped back to Clutter. The claim was subsequently denied due to the fact that the items were delivered but then turned away by their university. We encouraged the customer to seek reimbursement for the shipping costs from their university. While reviewing this claim, we reached out to ***** who told us that one of their items was damaged in transit and was disposed of by *****. We encouraged the customer to file a claim for the disposed item once again with ***** while we kept watch for the 2 remaining items. The customer disputed and told us that ***** demanded we file the claim.
  
  The customer then filed an item claim on 8/16 for compensation for the destroyed box. The Clutter item chosen for their claim did not align with the tracking information that was marked as lost by *****. As such, we reviewed their claim by offering fair value for items seen in the Clutter box number that did align with the associated tracking number. 
  
  On 8/21, our warehouse team confirmed that the remaining 2 items were returned and added back to the customer's account. We returned these items to the customer on 8/30. 
  
  Based on the customer's responses, it does not appear they've filed a claim with *****. There is a section that allows customers to upload documents such as the shipper's waiver. This is also mentioned on their website. ***********************************************************************************************
  
  As we returned the 2/3 items that were sent back from ***** and made a courtesy offer for the 1 item that was damaged by *****, we have done our due diligence for this matter. The customer has not responded to our email since 8/20. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  08/07/2024

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

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

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

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

  
  

  Customer response

  08/07/2024

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

  Business response

  08/12/2024

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

  Customer response

  08/12/2024

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

• Initial Complaint

  07/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

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

  Business response

  08/05/2024

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

  Customer response

  08/05/2024

   
  Complaint: 22054273
  
  I am rejecting this response because:

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

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

  Business response

  08/06/2024

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

  Customer response

  08/06/2024

   
  Complaint: 22054273
  
  I am rejecting this response because:

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

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  08/06/2024

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

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

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

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

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

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

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

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

  The chair and bin each received a $1/lb/item resolution in alignment with ******* chosen coverage level. The sideboard is not eligible for coverage, as the sideboard is made of veneer with MDF. Per the Limited ************************************ Security Warranty does not apply to, and Clutter shall not in any event be liable for, any loss or damage that falls into the following categories: [...] (iii) loss or damage to composite wood items, such as pressboard, particle board or ready-to-assemble furniture." As no damage image of the dining table was provided ,and as the dining table was serviced by a third party moving company prior to the claim filing, the dining table was ineligible for coverage per our Limited Security Warranty Policy, which reads, "Clutter shall have the right to decrease or deny reimbursement to the extent that your or a third party's negligence or willful act contributed to the claimed damage."

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

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

  We understand that ***** is disputing the years' storage rental costs, appointment costs, and the declared damaged items' full market value. As Clutter and MakeSpace were actively storing and servicing ******* items from 28 March 2021 to 3 July 2024, the storage rental and appointment costs are valid charges, and stand. Per our Terms of Use, visible at clutter.com/legal/tos in section 2E, "You agree to pay all charges incurred by users of your credit card, debit card, or other accepted payment method used in connection with a purchase or transaction or other monetary transaction interaction with Clutter at the prices in effect when such charges are incurred. You will pay any applicable taxes, if any, relating to any such purchases, transactions, or other monetary transaction interactions."
  

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

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

  Customer response

  08/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  07/27/2024

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

  Customer response

  07/30/2024

   
  Complaint: 22015523
  
  I am rejecting this response because:

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

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

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

  Business response

  08/06/2024

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

  We also agreed to cover 1 hour of labor.

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

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

  Customer response

  08/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Business response

  07/27/2024

  Clutter is a full-service moving and storage company. For a fee, Clutter packs and stores customer items in one of our warehouses where customers can manage their inventory online and schedule appointments as needed to remove or add items into storage. Clutter is not a standard self-storage facility; Clutter operates via appointment only. Clutter acquired a competitor, MakeSpace, in Feb 2022. The customer joined MakeSpace in 2020.
  
  All customers were given the opportunity to close their MakeSpace account ahead of the Feb 2022 transition. As this customer has stayed with **********************, they automatically accepted Clutter's Terms of Service. 
  
  Per Clutters Terms of Service, they agreed to the following:
  
  "In the event of insufficient funds or declined payments, we will make repeated attempts to charge the Payment Method. At our discretion, we may charge the Payment Method with a reasonable hold amount or non-refundable deposit in advance of any appointments booked through your Clutter Account. Any amounts not paid within five (5) days when due may be subject to late fees."
  
  ************************************************

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

  
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  07/23/2024

  Clutter is a full-service moving and storage company. For a fee, Clutter packs and stores customer items in one of our warehouses where customers can manage their inventory online and schedule appointments as needed to remove or add items into storage. Clutter is not a standard self-storage facility; Clutter operates via appointment only. Additionally, Clutter acquired its competitor MakeSpace in early 2022. This customer joined MakeSpace in July 2020. The customer closed their account on July 11, 2024, via a facility return.
  
  
  During their return, the customer reached out to our support team with photos to report their damaged items. Our support team responded via email with a guide on how to file an item claim as claims are our preferred method of reviewing damaged items and potentially offering compensation. On July 13th, the customer shared their experience on various social media platforms and our Trust & Safety team called the customer to provide further assistance. We apologize for the experience and reiterated filing an item claim. We also informed the customer they could file an issue claim to request a refund of past charges but did not guarantee an offer.
  
  
  On July 14th, the customer filed their first item claim for 40+ items. This claim is still under review due to the number of claimed items and the nature of the reported damages. The customer filed 2 issue claims and another item claim for 1 item on July 17th. All 3 of these claims were denied. Unfortunately, we do not offer storage refunds due to damaged items as all item damage is covered under our Limited Security Warranty Policy. The item claim was denied since it was not covered by our warehouse pickup policy. 
  
  
  All customers who book a warehouse return agree to the policies below;
  "You or your movers will have a chance to inspect all items before loading. In the rare case an item is damaged, please ensure you or your third-party movers photograph the items. Once your items are moved from the inspection zone, Clutter releases liability of the items, and documentation prior to transportation is necessary for any future claims."
  
  The image provided in the July 17th item claim showed the claimed item at a home location and not our warehouse causing it to be denied. This was all explained to the customer via our claim determinations and again via email. 
  
  
  As we've not finished reviewing the July 14th item claim, we've not fully reviewed this customer's complaint. However, we will notify the customer once the review is completed. Unfortunately, the customer's other claims will remain denied. 
  

  Customer response

  07/23/2024

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

*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. ↩