Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:31/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brytor International Movers are a bunch of dishonest and vindictive people got together to run a business, that'll be the team at Brytor International movers. A year after we unfortunately enlisted their services to ship our belongings from Europe, we're still recovering from the unfortunate circumstances they created, including the loss and damage of our property and no responsibility being taken beyond a passive-aggressive "go to hell" message from them every single time. They delayed delivery of our belongings by several weeks without ANY ONE taking responsibility or explaining to us until, out of great worry, we followed up several times to have anyone account for our belongings and give a nee delivery date. It finally arrived after 8 months of contracting them with a lot of items either missing or damaged. They'd told us during the painfully prolonged process of agitating the dishonest additional charges they levied after thier inept team picked up our belongings. They threatened to destroy our belongings and kept very true to that "promise", and although we had insurance on the shipment, we were told to go figure. These are the ABSOLUTE WORST set of garbage people that are well trained in dishonesty and a very clear lack of integrity or empathy. The only way I envision getting them taking any kind of responsibility is by going through the legal process, which we intend to do, as no one should ever have to deal with the clear lack of accountability and honest working standards.

  Business Response

  Date: 15/01/2024

  
  1-The customer *********************** contracted our services to move her belongings from ****** to ****** for an estimated volume of 4 cbm.
  2-The real volume corresponded to 11,5 cbm which caused extra charges and consequently the final charges were higher than the quote.
  3-The client was reluctant to pay the final invoice. This was the main reason to hold the shipment, but once we could settle the situation with the client she sent the final payment, and the move was sent to its destination.
  4-The client didnt comply with the documentation to be exempted from VAT, which is why when the shipment arrived at the destination port she had to pay this tax, also the demurrage charges were caused while the situation was solved.
  5-Once this was settled the delivery was done on October 2nd, 2023.
  6-The client contacted us regarding the damaged and missing items, and on October 9th, the ***************** sent her the explanation for the procedure with the insurer and the claim form.
  7-She did not reply to it and just on December 5th sent a new email saying she had damaged and missing items.
  8-The claims Department explained to the client that she did not follow the procedure to file the claim therefore the time to file it had expired.
  9-The claims Department tried to find the missing items and explained to her that some items were prohibited to be transported overseas, such as food (one of the things claimed as missing).
  10-It is clear the client did not follow the procedures in many stages of the move, which caused several inconveniences during the process.
  11-The Company has always been willing to obtain the satisfaction of the client and tried to resolve the matter, as is evident with our responses.

  Customer Answer

  Date: 06/05/2024

  As I work to put the infraction with Brytor behind, I discover new ways they've screwed things up, including discarding my personal items and delivering my belongings in a ruined state. And, rather than take any responsibility, they continue to spread lies about the situation. More so, I understand from other customers' experiences that this is not new for them; they typically get away with overbilling and multiple infractions to clients without any form of accountability.

  Business Response

  Date: 08/05/2024

  Without prejudice
  Private and confidential

  Dear ****,

  On October 9th, 2023, the claim form was sent to you along with the procedure.

  You did not reply to it and just only on December 5th, 2023 sent a new email saying you had damaged and missing items.

  Our claims Department explained to you that you did not follow the procedure to file the claim therefore the time to file it had expired.

  However, we tried to find the missing items and explained to you that some items were prohibited to be transported overseas, such as food (one of the things claimed as missing).

  We understand that disposing of certain items,including food, *** have caused inconvenience. Nevertheless, we remain committed to adhering to regulations and ensuring a smooth relocation process for all our clients.

  We also would like to emphasize that we have taken full responsibility for our actions and have been proactive in addressing all the additional charges that *** arise during your relocation process. We understand the importance of financial clarity and have provided a breakdown of these charges along with their justifications.

  All being said, it is clear that we did everything in our power to address the issues with you and this has already been endorsed by BBB;therefore they have closed this case in their files.

  With this response, we believe this matter has been answered and we have closed it. 

  Customer Answer

  Date: 13/05/2024

   
  Complaint: 21071757
  
  I am rejecting this response because:

   
  Complaint: 21071757
  
  I am rejecting this response because: the company continues to tell lies and take absolutely no responsibility for the awfully costly actions. They were incredibly late with delivery by over a month from the signed and confirmed delivery date. I had to follow up with them severally, including making international calls (and was repeatedly hung up on by their extremely rude and disdainful staff), and incurring roaming charges. For their claim about not meeting the timeframe for insurance claim, they never offered an apology or any admittance of responsibility for the multiple delays caused, even though this led to complications with my surgery recovery. Instead, even after holding my items unjustly, they further held it to ****** and imposed further levy at the point of delivery. Not only did I lose valuable time, I lost money due to the lack of access to my work equipment that was contained in the shipment, I had a painful post-partum recovery because I never received the items I needed for surgery recovery. They refuse to take responsibility for any of these. 

  
  Their team threatened me that they will destroy my properties, and to my utter shock, I received a very irresponsible and senseless message from them about the fact that they threw my things away even though their team came to my house, inspected every item and packaged them for shipment. They lied about the estimated billing and they encouraged and kept asking for more items to be packed. Any sensible and competent team will advise that they will not be shipping the items at the point of packaging (in my home) and before delivery. Instead, they packaged everything with excess paper, knowing full well they intend to destroy my properties. This company is full of thieves, liars and highly dishonest people. On top of that, they have the effontery to destroy my belongings in the name of "contraband". From all indications, they do not believe in accountability, once they have your belongings, they believe they own you and will use threats, coercion and tell lies to attempt to prove nonsense. 

  
  At this time, I am asking for not only a refund of the value of what was discovered damaged or missing (more accurately, destroyed by Brytor); I am also seeking damages for lost time and emotional stress. The fact that they claim to have closed the case shows the level of delusion and nonsense-ness of this group, You don't just destroy people's hard-earned belongings, hold their properties ****** and bill excessively because you think you can.

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

• Initial Complaint

  Date:11/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Brytor for three international moves: ****** to ********* (2014), ********* to ********, ******* (2019), and ******** to *********, ******* (2022). Over those moves, the companys service went from exceptional to pretty good to very poor. I am only writing this review now, 15 months after my move, because my insurance claim is still outstanding and Brytor is showing no sign of resolving it. I feel obliged to warn others about using this company.We had insurance claims in our first two moves and both were handled very well. Good appraisers were sent right away to inspect the damages, skilled craftspeople were sent to make repairs, and settlements were prompt and professionally handled. Regrettably, our third move was a completely different experience. As our goods were brought into our home, our hearts sank as item after item was damaged. Many of the boxes were broken, crushed or had holes literally punched through the wrapping. The insurers have been appalling. We submitted our claim within the required 30-day period. While the company says it will reply within 20 days, it took them four months to provide an error-riddled, shockingly unrealistic offer. We worked hard to find alternative solutions/appraisers while Brytor did absolutely nothing and submitted a revised claim. Again, we waited months only to receive yet another incomplete response that disregarded the extent of the damages caused by their movers and that failed to answer our questions. At no time has Brytor sent an appraiser to inspect the damages, nor have they provided any other repair or replacement options.Brytor has offered compensation for some of the items, but we still have two items to resolve and Brytor is failing to respond. Requests for a copy of the insurance certificate have not been answered.I cannot recommend Brytor. There are other options for movers. Do not use this company.

• Initial Complaint

  Date:14/10/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The move went ok, but they damaged significantly our $3000 sofa and after we provided photos and required paperwork they offered us $120 CAD to remedy the damage. They claimed the insurance we took only covered us if all our goods were lost or damaged and if not, we are only entitled to the basic policy of six cents per pound. Nowhere in the contract does it say this nor was I given an explanation on the different levels of coverage. The insurance was chosen for me and when I asked about it I was assured I would be fully covered for any damage. The $120 is ridiculous for a destroyed $3000 sofa.

  Business Response

  Date: 25/10/2022

  The client took the IMS Protection Plan #2, that covers the total loss of the entire shipment only.
  The maximum compensation available will consist of the total
  declared value of
  shipment. Note that this protection does not cover the shipment in case of
  partial loss or damages (for this, you will need the All Risks
  protection
  available for moves professionally packed by our team of
  movers). However, in
  case of partial loss or damages, the Basic Carrier Plan will
  apply; therefore,
  the maximum compensation available will be limited to $0.60/lb
  per item (not
  exceeding the real value of the article). Which means that the client just has the basic protection of
  the carrier that
  limits the amount that must be claimed by 0.60$ per lbs. 

  * Eligible for compensation 0.60$/lb
  x 50 (4) = $120 CAD

  That's why we offered CAD 120, without any
  admission and
  must be interpreted as a gesture of good faith.

   

  We gave all those explanations to the customer, the offer and the procedure for the analysis of the claim was made strictly based on our policies

  Customer Answer

  Date: 02/11/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  I never received the business response until I viewed it today.  There response is not acceptable as it was never in the contract that we signed that if the whole loaf was not damaged or missing we would only be entitled to the basic coverage.  $120 is not sufficient to cover a $3000 sofa.  I paid over $200 for insurance and was assured verbally that if something was damaged we would be covered.  Again, nowhere does it state I the contract I signed that all we would be entitled to was basic coverage otherwise I would have invested in whatever would cover any damage.  

  
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 02/11/2022

  Hello,

  You can see in attachment the offer
  sent to the customer to get out of the impasse and it is necessary
  to know that the carrier plan N2 covers only a total loss of the
  shipment and does not cover a partial loss, despite that an amount
  was proposed to the customer and he refused and I want to propose
  him a repair at our expense, thank you.
  
  
  Kind regards 

  Customer Answer

  Date: 02/11/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: I will look in to repair cost but if unrepairable we want full monetary compensation of $3000 CAD.  Thanks
  
  
  
  Sincerely,
  
  
  
  **** *****