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Report: #1530703

Complaint Review: - New York New York

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  • New York, New York United States

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Destruction of my personal property by Blatant, intentional and repeated negligence by, 25% of our stuff was destroyed. I have all of the photographs to share.

We have been storing our household items with Clutter in New York for several years now. It has been a complete and total disaster. They have completely demolished many items. Destroyed items include marble dining room table, bookshelves, multiple flat screen TVs, lamps, pots and pans, glasses, cups and plates. (See photos). These items were collected, packed, transported, stored by, returned and unpacked by Clutter.

The first occurrence was last year when they returned a few items. In that return included a bookshelf that was completely destroyed and some of our items were lost. Clutter paid a portion to cover damages and made appropriate reparations then.

Last week when Clutter returned the balance of our items, their employees said we should expect a lot of damage as excessive damage is typical and there is no care at the warehouse and all items are stored in one area, not segregated and protected areas – NOT what they advertised nor what we agreed and paid for. Even Clutter’s advertising of employing “professional move and pack specialists” is misleading as they do not handle anything with care. Our guess is their warehouse also isn’t environmentally controlled (again as advertised) as our possessions were freezing when they were returned.

We were shocked to see a marble table smashed into pieces, 2 flat screen TV screens shattered and frames broken and bent, a floor lamp reduced to bent broken pieces and boxed goods smashed. These are all items that Clutter personnel packed, transported, stored, returned to us and unpacked. We made contact with Clutter to file a claim. They sent us a link to a replacement table and told us to buy it. They have also denied all claims hiding under their terms that they are not responsible for anything. They did offer us about $600 as a settlement. One of their justifications for the level of their offer was that they magnanimously paid us more than they do for the previous claim. That is an insulting joke. I have been attempting to negotiate in good faith, to no avail.

Clutter now attempts to hide behind their terms of service, which they clearly invalidated by such extreme and wanton negligence for the care of their customer’s property while in their custody and control.

It is understandable to experience a few dings and scratches while moving, but not the destruction of so much property that we have experienced. How they are handling this, indicates intentional neglect with no intent to correct.

Clearly, we are not the only ones who have experienced extensive damage based on other posted reviews.

Class action? Certainly would entertain a class action lawsuit if others who would like to join.


This report was posted on Ripoff Report on 01/16/2024 12:27 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#3 General Comment

Did you read the contract?

AUTHOR: Flint - (United States)

POSTED: Wednesday, January 17, 2024

Their contract says specifically that they are only liable for a max of $1 per pound, capped at $1000 total, even in the case of gross negligence or willful misconduct. Even if they completely lost all of your stuff they would not have to pay more than $1000. And no, "wanton negligence" is not a legal concept that would somehow support your claim. Oh, and there is an arbitration clause with a class action waiver. So you are not going to be filing any class actions against them. Next time, read the contract. If a company is only liable for $1 a pound, why would they care to treat your stuff well? If they were careful, why would they limit their liability so drastically? And why would you give a company with such low liability limits expensive stuff? And "professional" just means they do this for a living. So a mover working for them is professional by definition. It speaks nothing of their competence or level of care.

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#2 Author of original report

Repeated Wanton Neglegence should be well publicized.

AUTHOR: Robert - (United States)

POSTED: Tuesday, January 16, 2024

This is a national company that claims to be professional, not a small local firm. It is anything but professional and they do not live up to any of their advertisements or promises.  This firm and its behavior need to be exposed for what they are, and I will make sure that happens, in a very public forum. 

The photos I posted will be up soon.  ROR said there is a problem with their site.  Take a look at them when they are up., you will see why I am so upset, and why I think I have a legitimate case.

Regarding your point regarding their limits, I don't care about them.  They are hiding behind their contract and the public needs to know what kind of a company it is.  Are you a lawyer?  Do you work for Clutter?  You sure sound like one, who is affiliated with this company.  I do not believe that their terms exempt them from responsibility.  The signs in cloakrooms that state that the establishment is not responsible for lost or stolen items, is in fact not true and the establishments are responsible.  I will extrapolate that to mean that the terms that Clutter states, do not exempt them from negligence.  I will take my chances either in a courtroom in front of a judge or in arbitration.  Look at my photos to see what evidence I have to produce, against their terms.

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#1 Author of original report

Photos of damaged property

AUTHOR: Robert - (United States)

POSTED: Tuesday, January 16, 2024

Here are the photos of the destroyed property

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