ComplaintsforMakeSpace, LLC

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent thousands storing my belongings with them over multiple years and when I received my items back EVERY single piece of furniture was destroyed. Not damaged, destroyed. Chair legs snapped, cabinets smashed and my couch was so moldy that it had to be thrown away because of the smell.The damage is well in excess of $10,00 however the team only offered me $700 in damages which isn't just insulting its illegal. I was never offered the option for additional insurance like many other people.I'm now heading into the weekend with no furniture so am required to rent some in the meantime whilst this issue is resolved. I'll be sure to add this expense as part of our ongoing dispute.Whats worse is that their team said that movers were INTENTIONALLY damaging items when they heard that MakeSpace was being acquired by ********

  Business response

  02/17/2023

  Clutter is a full-service storage company. For a charge Clutter packs, moves, and stores a customers items. MakeSpace was acquired by Clutter in February 2022 and offered the same service. All customers who continued storing after this date automatically became Clutter customers and agreed to Clutter's terms. The customer began their ******************** storage term on Apr 21, 2021, to pack/wrap and move their items into our storage facility until their items were delivered back to them on Jan 14, 2023.
  
  On Jan 17, 2023, the customer filed their only item claim for 7 out of their total 78 items stored. Upon joining MakeSpace, the customer did not opt to purchase a paid protection plan so their items were covered under MakeSpace's minimum coverage of $0.60/lb per item. After becoming a Clutter customer, the minimum coverage was matched to Clutter's equivalent coverage of $1/lb per item.
  
  The customer declared damages in the amount of $10,187 and after a thorough investigation, we determined the claimed items to weigh 396 lbs in total and made an offer on Jan 19, 2023. As a courtesy, the initial offer was made above the $1/lb $396 to $700 which the customer disputed. 
  
  After handling the customer's dispute through email and phone calls, the customer accepted our final offer of $5,000 on Feb 1, 2023. ******* takes liability for the damages and attempted to resolve this matter fairly and quickly. However, there is no validity to their claim that employees intentionally damaged customer inventory and we acted according to the terms to which the customer agreed.
  
  *******************************************************
  
  "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"
  
  

• Initial Complaint

  09/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Clutter delivered storage items Sept 15,2022 having been stored since May 2019. Storage plus deliver $8.000.Moldy bed, damaged furniture , shattered mirror and an entire box of broken items .Box labeled fragile , returned with possible broken items. Not only were ***** items broken but ********* and melamine.Missing two fabric chairs and two paintings .Of note original contract I had was with MakeSpace , Clutter bought company .No customer service .Kicked back to a cumbersome website .If you can not provide a URL link to the product the maximum value of item defaults to $1/lb.How can I locate the Italian pieces from my grandmother ? The dishes were my deceased mother.******* would not remove moldy bed.Now I have to pay for removal and recycle !I paid for a safe storage and service was not provided .

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I used MakeSpace to store some things prior to the Clutter acquisition. My original agreement included a one-time pickup fee and free return delivery of goods. Following the acquisition, they deceptively changed the terms of service - including increasing prices without explicitly outlining the increases and adding massive services fees for retrieval of goods (~$1500). They 'provided' an option to retrieve my items in less than a week BUT there was no available window within this time frame before they automatically locked you into the new terms of service.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Makespace/Clutter Secured a delivery appointment for 2-5 hour on July 4, 2022 with estimated start time of 7AM Truck arrived at 8:17AM at extra space storage ************************************************** ************ introduced themselves I explained that most of the drop off was to be made at this location to unit #**** on the second floor As they began unloading onto rolling carts provided by facility, ********* transported them to unit via elevator I engaged ************ and asked if theyd be able to drop some of the major items to our apartment that is 1.2 miles east and THEY AGREED As the unloading progressed I identified which items went into the storage and which should remain on the truck Some of the larger items had to be removed but were placed next to the truck to be reloaded and taken to our apartment At 11:06AM the drivers said they would be unable to split the load into (2) stops I immediately called customer service and spoke to ****** or some other tier two representative The conversation continued over multiple calls until the representative stated categorically that a second drop was not possible approximately 11:45AM I ended the conversation and ************ unloaded what remained in truck onto blacktop outside the building My final interaction with them was at ~12:15PM when they presented a phone with a QR Code to rate their service Then they left After their departure, there were many items on the blacktop outside the building.So from approx 12:30PM until 7:30PM we moved the items into the 2nd floor units or to our apartment As we moved the items we removed the moving pads and tape and discovered many items damaged horribly even many of the bins and boxes showed exterior damage and many of the undamaged ************ revealed destroyed or damaged items within. It took several days to assess the damage. More than 5% of the stored items were damaged MAKESPACE/******* HAS REFUSED TO ACCEPT RESPONSIBILITY FOR ALMOST ALL OF THE DAMAGES

• Initial Complaint

  07/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I began using Makespace in Sept 2020. They charged me a small fee ($97) to put my things in storage. I am now struggling to get my stuff out. They merged with Clutter, and their service has been terrible ever since. They will not let me see my stuff in storage, and I was struggling to get any company to help me because of how rigid Makespace's rules are. I have been without my things in ******** for over 4 months. They changed the Terms of Service a few months ago to become Clutter, but I did not consent to it. They sneakily had written that we continue service if we are okay with it. I am not okay with it, and when I try to take my stuff out of storage, they are charging me $568 + 78/hour service fee, and will not let us come to the storage. My mover has been in the business for 11 years, and said that this is very strange and that I should be very concerned for my stuff. All online reviews have showed their items being broken. My goal is to get compensated for the delivery appointment that I never consented to. They have done a good job of being sneaky, but this doesn't feel right or Legal to me. I am here since my mover encouraged me that the BBB could help me.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I initially signed up with MakeSpace/Clutter because I was moving 15 years of items from my home and I like that they pickup, tag and take pictures of your items. Little I know they would lose, break and charge you more than the initial price stated they would charge. I had the storage unit for almost a year and there were several issues with the service and my items. The first incident was when they delivered me my sofa and there was a cut in the back of the sofa, they paid out with the insurance nowhere near the price for the repair. Next they was was suppose pull a few items out and they didnt deliver the item a queen ********* They lost a desk chair, broke a 50' tv, and broke some glass items. My lap was stored poorly and looks like it was in a overheated area because it looked melted. They want to pay out for the chair, tv and another item however they keep saying they delivered me my ********* When they first was suppose to deliver it they stated that i contact customer service and they would put it back in my inventory which they never did. Then in April when I closed my storage and requested my mattress again and the two young ladies stated they couldn't find it and to contact customer service which i did. Again they stated they cant find it and after exchange of emails and claim, they stated they gave me my ********* I explained to them several times I do not have the mattress you all never pulled it the first time in Nov. They continue to say my claim has been denied because they delivered me my ********* I again explained to them I don't have the mattress and would like for them to reimburse me because clearly they lost a Queen size ********* The emailed me again to say my claim was denied and they delivered me the ********* I would like a resolution for not receiving my mattress!

• Initial Complaint

  06/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  In an attempt to retrieve our **** cubic feet of stored items, we have emailed and spoken to multiple first level customer service staff AND a customer experience TEAM LEAD.We have also reviewed all published service pricing and terms *********** staff have provided multiple different estimated prices ranging from $4323 down to $2100 Theyre published pricing chart ,(post-acquisition by Clutter), clearly states $359 for flat appointment fee (we are using 10x20 from the chart although we are only storing 10x15) PLUS $49 per hour (we are using 8 hours for comparative purposes) which comes to $751 in total That advertised price from 3/27/2022 probably should be higher due to the fact that the $49 is Probably per mover but that still only totals $1927 assuming (4) movers At varying times we have been told that well need 2 or 3 or 4 movers by different makespace/clutter staff Another issue to address is that when we expressed our concern about pricing, Aidan , a customer service rep, he emailed us granting a 50% reduction in appointment pricing as an accommodation on this final delivery.These confusing, deceptive, and fraudulent practices have left us without the use of our cherished personal items for more than two months, with no resolution in sight.During those two months, the monthly storage price has increased from $644 to $749 WITHOUT any explanation from Makespace/Clutter We began the final delivery process more than (2) months ago and are due for another payment on 7/7/2022 We desperate do not want to make that payment and began this process in GOOD FAITH more than 60 days ago

• Initial Complaint

  05/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This claim is against Makespace/ Clutter storage company, I have been in dispute with them regarding the delivery charge they applied to me which it is abusive and unacceptable as explained in my complaint to the company ( attached). I got my goods delivered and was charged $402,40 for the service while according to the initial terms offered by the company there was a flat rate of $59 for the service which is one of the main reasons why I chose the company to storage my goods. The company says they informed and gave me a grace ****** to remove my belonging before the new rate was applied but as I explained to them it was totally impossible for me to take action due to COVID situations and other factors, being in ***** without possibility to move to ****** as explained. They have resolved the dispute with a minor compensation payment, $40 for a mistake in the final price they charged to me but not for the main reason of the complaint.

  Customer response

  06/20/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by MakeSpace, LLC regarding complaint ID ********.
  
  Sincerely,
  
  *********************************
  

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired makespace for moving and storage of my furniture. They broke many items that are not easily breakable. It is clear that they handles the items roughly and made no attempt to move and store the items with even the slightest amount of care. They snapped a bed frame in half which I don't know how someone does without intention. The items are no longer usable and yet they still are charging me for having stored them. Had I known that they would do that I would have discarded all of my furniture and replaced it rather than paying for storage, having to then discard my items, and then buy new ones. My items were initially stored on 8/13/21. I filed a claim with them and they wanted to only reimburse me for half the value of the items and still charge storage. I spent over $750 on storage and they caused over $700 worth of damage.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a complain against MakeSpace/ Clutter. I have been paying for a bigger unit than the one I needed. hen Before I put my goods in their storage, I sent them pictures and videos of my goods for MakeSpace to determine the space needed. MakeSpace said it would most probably fit a 5x10 unit, and told me that I could ask the movers once they arrived. What is my surprise that one day after the picked up my belonging I received a message and invoice from the company indicating that my goods did not fit the 5x10 unit, thus they have been placed in a 5x15 unit. I felt disappointed but I have to admit that at that time I was not in a mood to initiate any dispute or even think about this issue as I was travelling back to my home country that same day due to my dad passing. Another fact, is that I asked the movers if they believed that my stuff would fit in the 5x10 unit, and they told me to get rid off of part of it just for that purpose. Trusting their advice in good faith, I threw away some of these goods just because I wanted to avoid paying for a bigger unit. Thus, I ended up throwing some of my goods to the trash, as well as finally paying for a bigger unit, which I am sure was in the end partially empty. But of course there was no way of Knowing the truth, as access to the facilities were not possible. The fact is that now that I have moved my goods to a different storage facility, I can demonstrate that MakeSpace/Clutter deceived me and charged me extra money for 9 months that I should never have paid, as since I suspected the same goods were transferred to a different storage company and all fit in a 5X7 unit. Clutter has denied my claim ( refund of $442.44) stating that I was assigned the right unit and that self-storage units have different dimensions depending on the companies which may be why my items fitted in a 5x7 unit. The new company Moishes Self Storage assured me, after talking with them about the issue, that Clutter has deceived me with their unit.

  Customer response

  06/11/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by MakeSpace, LLC regarding complaint ID ********.
  
  Sincerely,
  
  *************************************** ********
  

  Business response

  07/05/2022

  ********************************* ********* has been a customer of ******************** since 2021 and closed their account in April 2022.  In February 2022, Makespace was acquired by Clutter and all customer accounts were transitioned to be subject to Clutter Terms and Conditions. The account was transitioned over to Clutter with an occupancy of ****** CuFt, which placed the customer under the ***** plan size **** of 400 CuFt) as Clutter does not offer the 5x15 **** of 300 CuFt) plan size that Makespace offered.  As Clutter and Makespace units are 4 ft high, this was the correct plan size for ********* account under Clutter and Makespace respectively.  Self-storage units often have different dimensions and allow up to 8 ft in height for storage (which a 5x7x8 unit would have a *** of 280 CuFt). This explains why the customer would be in a different unit size with a different company as neither Clutter nor Makespace were self-storage companies and we are not responsible for compensating based on a different companies structure.
  
  
  As ********* was placed in the correct unit with our services, there is no refund to be offered which is why the claim was denied.

*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. ↩