I have used Brytor for three international moves: Ottawa to Hong Kong (2014), Hong Kong to Brussels, Belgium (2019), and Brussels to Stratford, Ontario (2022). The first move was exceptional and the second was very good, but my 2022 move was horrible. I am only writing this review now, more than a year later, because my insurance claim is still outstanding and Brytor is showing no sign of resolving it. I feel obliged now to warn others about using this company.
My first experience with Brytor was outstanding. My agent was superb and provided excellent advice and support. The packers and movers were highly professional, careful and respectful of my belongings.
Our second move was fine, not the quality we experienced in Canada, but we attributed that to different overseas standards. We had insurance claims on both our Hong Kong and Brussels 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 has been a completely different experience.
Things went alright until delivery of our goods to our new home. The movers were labour, not professional movers, but pleasant enough. The mood was somber though because 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.
We had spent A LOT of time prior to our move reviewing Brytor’s insurance coverage with our Ottawa-based agent who facilitated and informed us throughout that process. We submitted our claim within the 30-day period required by the insurance company, which states an estimated deadline of 20 days for analysis. Four months later, they responded with an error-riddled, shockingly unrealistic offer.
We worked hard to find alternative repair solutions and submitted a revised claim. We then waited a further three months, only to receive yet another incomplete response that not only disregarded the extent of the damages caused by their movers but also failed to answer our questions. At no time has Brytor sent an appraiser to inspect the damages or quality of the furniture, 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. Repeated prompt emails and requests for a copy of the insurance certificate have not been answered and it has now been 13 months since we submitted our original claim.
I have spent tens of thousands of dollars with this company over the past ten years. Yet they are acting as if they are annoyed with me for filing an insurance claim – for furniture and property that was damaged by their movers, no less.
I cannot express my shock at the decline in service from this company over the years. I engaged them in 2022 because I had such good experiences with them twice before. But this last move has been one where the company has shown poor quality of handling and great disregard for customer service. They have utterly failed to live up their promise of delivering peace of mind.
I cannot recommend Brytor. There are other options for movers. Do not use this company.
