⚠️ **Warning to anyone considering using…
⚠️ **Warning to anyone considering using Clutter by Iron Mountain for storage:** In the wake of my mother's passing, I turned to Clutter because I needed a reliable, careful service to handle her belongings during an incredibly painful time. I trusted them with nearly $30,000 of new items — purchased less than a year before storage — the items that were destroyed are valued at approximately $4,595.80. What followed was a deeply disappointing experience that I feel obligated to share. **What happened:** - My items were damaged while in Clutter's care - I was never notified of the damage at any point during storage - When my items were returned, they were poorly re-wrapped in a manner entirely different from how Clutter's own employees had originally packed and taken possession of them — a clear indication the damage was known internally before delivery - One item, a marble kitchen table, was delivered as a tightly wrapped pile of marble - Upon delivery, Clutter's own delivery team openly acknowledged that their inexperienced warehouse team, due to continual turnover, was responsible for the mishandling **The claims process:** - Clutter's initial offer was based on their $1.00/lb default plan — a fraction of the actual value - After pushing back and invoking the gross negligence clause in their own policy, they raised the offer to $700 - The gap between $700 and $4,595.80 in actual replacement value remains unresolved - After sending a formal letter requesting escalation to senior leadership and setting a 7-day response deadline, I received no response for over 12 days **What I want people to know:** I'm not sure which individual employee is responsible, and frankly it doesn't matter — Clutter as a company fell below every standard of care I expected when they were entrusted with my belongings at every step of the process. Clutter's own policy covers damage caused by gross negligence. Their delivery team's admission, the unexplained re-wrapping of my belongings, and the failure to notify me of damage while in their care all point to exactly that. Despite providing receipts, photos, and a detailed written account, I have been met with delays, form letter responses, and ultimately silence. If you are considering using Clutter — especially during a vulnerable time in your life — please be aware of how they handle damage claims. Protect yourself by purchasing the highest level of coverage available, documenting everything before handoff, and understanding that their default plan will not come close to covering the value of your belongings if something goes wrong. I am currently pursuing this matter through the Better Business Bureau and Los Angeles County Small Claims Court.