Complaints

• Initial Complaint

  31/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Complaint against Qtrex International Shipping I shipped an 8 foot skid together with a jumbo box and a saw to Guyana in May 2022. I was told by the CEO HARDAT L. that my consignment will arrive in 6-8 weeks time. I travelled to Guyana in The first week of July and stayed on until first week of September and my shipment did not arrive. I lost two months of earnings waiting on the shipment ( approx shipment value in excess of 20 thousand dollars). On my return to Canada, I spoke to Mr. L. and he told me that the shipment got delayed in Kingston Jamaica but he is going to keep everything in his in bond facility until I go back to Guyana. In April of 2023, I called Mr L. and advised him that I will be going to Guyana in May. He assured me that everything is in his facility and that they will not charge me storage. I visited Qtrex local office in Guyana to clear my stuff with customs. To my horror, I was told that the shipment was already cleared. I did not authorize anyone to clear same. They refused to give me a statement that my consignment is gone I.e cleared already. I made contact with Mr. L.  and he told me that as soon as shipments arrive in Guyana, they belong to Government and he is no longer accountable for them.. He has been giving me the royal push around. I eventually asked him for the name and address his manager at the time when my goods was cleared and he refused and continues to refuse. I think he should be investigated and if necessary, revoke his warehouse licence.

  Business response

  01/06/2023

  Morning. Our shipping policy does not require that we do a visual or manual inspection of any cargo prior to export. Based on charges, the total dimension of Mr *****'s shipment was 70 cubic feet. His list is not credible based on what he is providing. Any cargo uncollected after 14 days becomes WANT OF ENTRY CARGO. This became the property of the Guyanese Gov't. That Bond in Guyana is owned by me and a lot of shippers expect me to perform miracles including bribing Custom officers. I promised to assist because he had to return to Canada. This was done in good faith and no one expected this outcome. Regards.
  
  Hardutt L.

  Customer response

  05/06/2023

  I am rejecting this response because:
  Firstly,I entrusted my cargo with Qtrex International Shipping and I would have expected to receive it in mutually oral agreed time ( 6-8 weeks).
  Secondly, this fourteen days mentioned in your response is irrelevant. I waited for approximately 101 days and yet did not receive my cargo. Finally, for now, I is highly erroneous for him to say that I shipped about 70 cubic. I have certified documents to prove otherwise.
  Anyways, this is not about arrival time or clearance, it is about the ********* ******** if my cargo while in the bond facility of Qtrex( my shipper). Further to that according to the CEO Mr L., he has confessed that my cargo was fraudulently cleared by his staff. Based on what he said, he should be the one getting police and customs engaged in an investigation
  To add insult to injury, he asked me to cease all communication with Qtrex until further notice. 
  **** ********

  Business response

  05/06/2023

  Good morning. This is a combination of a civil and criminal issue. This requires assistance from a professional legal expert. This loss of cargo and value of contents cannot be compensated in good faith by Qtrex International. I am responding to Mr *****'s allegations based on the shipping charges he paid in Canada. His payment equates to 70 cubic feet. Please provide the actual dims. The list of cargo is very long and to date, Mr *****'s losses amount to $20,000 Cdn and counting. He should have asked for additional insurance for his shipment. He needs to contact the O/C or officer in charge of Customs. The law clearly states that after 14 days at our bond, the cargo goes in to WANT OF ENTRY and therefore is the property of the Government of Guyana. The cargo is gone and therefore Guyana Customs should provide the details of what transpired. There are allegations that our previous manager and staff have knowledge. Mr ***** was asked to re-visit the local police. They are waiting to proceed with charges. Guyana is a third world country and lawyers feast on ******* and **********. Thanks.

  Customer response

  07/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Mr L. is trying to use a technique of “shifting the burden”. My cargo was shipped with Qtrex and it was not destroyed or lost. It was ****** while in Qtrex’s bond. It’s not my responsibility to go look for it. With regards to Kitty police waiting on me, I lodged a report which was recorded in the occurrence book.and later that day Kitty police called and told me that it’s not a police matter. I have to get a lawyer.
  Sincerely,
  
  ******* *****

  Business response

  08/06/2023

  The solution is to file court proceedings against those responsible. You went to our Guyana office with a detective from police head office. What transpired ?

  H. L.

   

  Customer response

  12/06/2023

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

  It is not my responsibility to file court proceedings. Your are my shipper and my goods got ****** from your facility by your staff. Regarding legal proceedings.; it is in the pipeline . This response of yours might be a good one for keeping.

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

  Customer response

  22/06/2023

  Hi ********

  Good morning. The matter is presently engaging the attention of the Police Fraud Squad in Guyana. I have not gone to that stage of court actions as yet. I have also communicated with a litigation lawyer in Kitchener, who is awaiting my return to Canada to start discussion and possible suits. Mr. Hardat has in no way attempted to bring an amicable end to this situation. He has left me on my own to sort things out. Have a blessed and safe day.

  Sincerely

  ******* *****

  Business response

  22/06/2023

  Spoke to the investigating officer in Guyana. Corporal ********** said that he is communicating with Mr *****. I am trying my best to connect with the police and Customs in Guyana ********* *** ***** *** *** ***** ** ****** ** ****** ** ****. Our authority is limited in different jurisdictions. Maybe, if you review our waybill, it clearly states that we are not responsible for delays, damages or loss. Show the copy of your waybill that you signed , to your lawyer. I discussed this unique matter with our Insurance provider and lawyer. They are waiting. 

  H. L.

   

  Customer response

  22/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  My goods was not lost, delayed or damaged. It was ****** by Qtrex employee , in Guyana. I have already spent 36 days away from employment.and I intend to spend whatever amount of days it takes to have my goods returned to me or compensated for.
  Sincerely,
  
  ******* *****

  Business response

  07/07/2023

  We have new managers at our Guyana location. They are waiting on the police to complete the investigation. ********** ***** **** ** * ********* ******* ** ************* ******* ** ****** *** ***** ** ***** *** ****** ****** *** **** ** ****** ** ******* **** *** **** ******** *** ********* **** ***** ******* ********  

  H. L.

  Business response

  13/07/2023

  Our shipping waybill clearly states that we are not responsible for losses. Guyana is a different jurisdiction with different laws. Instead of closing my company down because of mishaps that we have no control of, please ask Mr ***** for a list of missing items. We need a value of the missing merchandise together with receipts. Please note that any ******* or ********** will be dealt with our Canadian and Guyanese legal representative. ***** **** *** ** ** ** **** *** ******* ** ****** ** ****** ? Thanks.

  H. L.

  Customer response

  14/07/2023

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

  I am a Canadian and I shipped my cargo with a Canadian company which happens to have a local office in Guyana. My cargo was ****** from his warehouse in Guyana and he states clearly that the cargo was removed by his staff. Despite this, I am left to do all the running around in Guyana plus I am loosing working days in Canada. He should be the one coming here and sorting this out but instead has left me on my own. Most of the stuff were intended to be used for renovations. With regards to Mr L. speaking about his legal team in Guyana and Canada, I would like him to know that I also have ready teams in Guyana as well as Canada. Regarding his request for last of items and receipts, firstly my question to him is ‘ do you have  receipts for the shirt,pants and foooywear you are wearing? Secindly, ask your staff who removed my cargo to give you that list. Incomplete list has been given to investigation police and special units. It will be provided to you and your team when the appropriate time comes.

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

  Business response

  21/07/2023

  Once again, I will remind Mr ***** to check his shipping waybill. It clearly states that Qtrex International is not responsible for losses, damages or delays. We are working together with the Police officer in Guyana to apprehend those responsible for stealing Mr *****'s cargo, worth $20,000 Canadian. We have insurance brokers in Canada that provides insurance for shippers with expensive cargo. Our staff is trained to advise shippers about options when shipping expensive products however based on Mr *****'s completion of the docs, there was no mention. We are communicating with the authorities in Guyana and hopefully we have the solution soon. Thanks.

  Hardutt L.

   

• Initial Complaint

  22/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 16th/17th , I sent 2 shipping barrels with food to Jamaica, I paid a total of $200 to have them both shipped by this company. I was assured that they will arrive in time for my trip. I landed on the 24th of January and stayed until the 25th of February. During my stay my family and I have been calling nonstop so we can get our stuff, they have been very spotty with communication. We were told it will be ready one day and when that day comes, we call and get no answer. We are now in March, my mother, who the barrels were shipped to, called to inquire only to be told they don’t have anything in her name and to call back at the end of the month. With the price of food these days, it is absolutely horrendous that this company is holding our goods with no explanation. These items where shipped along side 5 barrels from my mother in-law from the same address; she too had to deal with the same issues and only received her goods after filing a complaint with BBB and on the day she departed Jamaica. I will be disputing ANY storage fees that will be incurred on my shipments as this is the fault of Q-TREX. Furthermore, I’d like to be contacted asap to discuss a deduction on the fees to clear the barrels.

  Business response

  03/04/2023

  We respect every complaint because without  customers, no business will succeed. We are one of the largest in this field with a shipping waybill that specifies all the rules. ** ** **** ********** **** ******* ** ******** **** ***** ***** *** *** ****** ***** ** ******* *** **** ? Our services include shipping to different jurisdictions. We informed everyone with cargo in the affected container and explained. I personally called this customer after I saw the BBB complaint. This is not a restaurant serving bad food and needs to be closed. We worked hard to obtain a Business License in Jamaica. No other Canadian company has emulated that accomplishment. Millions of viewers go on Social Media and read. Do we have rights ?

  H. L.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  November 19th 2022 I’ve posted a barrel to Guyana using the service of QTrex international.I paid a total of 195$ . Tracking #*****. Their website says it’s takes 5-6 week to get there but i was told it will take 8-10 weeks due to Christmas holiday and delays. How ever I’m in 4 months and still haven’t received my barrel. After calling many time with little or no proper response and sometimes they telling me to call back next week . I made a ****** review about the bad experience I’ve had with said company and then a conversation via ****** chat with someone claiming to be the owner. They became offended because of my review and ********** to sue me and hold my barrel, also telling the consumer associate in Guyana that I called and ‘cussed’ them out which I never did . I do have proof and screenshots of every conversation I had with these people at qtrex. I called again today 27th February 2023 to inquire about my barrel and again was ********** to be sued and calling me a warrior for wanting to know about my barrel. Nothing have been done to resolve this issue and I have a lot of stuff in barrel that would be spoiled since it’s been 4 months and counting. If nothing is done I am ready to go to court and deal with this in a more legal way . I am not afraid of any ******* because I did nothing wrong I know the laws .

  Business response

  01/03/2023

  Thanks for this information. B/L ***** is a ******** ******** ****s consignment. Container was examined by Canada Customs as was subjected to delays. This is the main reason for emphasis specified on our shipping waybill. It clearly states that we are not responsible for delays. When you write reviews on ******, the entire world has access to it. We love customers who respect us. This shipper is recruiting additional friends to post nasty reviews on ******. We could include our lawyer as well because she mis-informed the Consumer Affairs Dep't in Guyana. Based on legal advice, we need those un-necessary ****** posts removed. Barrel should be offloaded from the container soon and processed by Guyana Customs. Thanks.

  H. L.

  Customer response

  01/03/2023

  
  Complaint: ********
  My ****** review was based on my experience with your business any other ****** review I don’t know about and I have never asked anyone to post any reviews on my behalf. Show the proof that I am asking people leave reviews. Why couldn’t you give me a simple reply when I messaged on ****** chat? Instead you became ******** and ********** to sue me and tried ******** me . You and your agent in Guyana need to communicate with customers and answer phone calls and I did made a complaint to consumer association in Guyana because you told me you’re putting my barrel on hold. This is because I kept calling Guyana sometimes no answer and twice they told me nothing is available under my name. I called your office in Canada and you people keep telling me call back ‘next week’. From 4-5 week to 8-10 weeks became 4 month .4 months I’m waiting for my barrel I have stuff that will expire things I sent for a baby that will no longer be of use. I will edit my review once I receive my barrel. 
  
  ******* ********

  Business response

  09/03/2023

  If we all work in tandem, this public exposure is not required. Our waybill clearly states that we are not responsible for delays. We use the services of ******** ******** ***** , *** ***** and *******. Their waybill clearly specifies that they are not responsible for delays despite providing E.T.A  for every shipment. Should we contact B.B.B or any Social Media platform and criticize if shipments encounter delays ? We need respectful shippers too. We have the biggest and most professional outfit in this industry. Her claims of being a lawyer was documented and despite her abuse on Social Media, we will assist when this shipment becomes available. Unlike other shipping companies, the Guyana branch and warehouse are owned by the Canadian Head Office. We will assist. Thanks.

  H. L.

   

• Initial Complaint

  21/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I shipped with this company in December and was promised a delivery of January, I’ve called every day since January and have not received a consistent answer. I don’t know when I will receive my items and there has been no follow up no help. I need this company to either reimburse me or compensate for not meeting the expected delivery date.

  Business response

  05/03/2023

  Very true about delays in the shipment. This customer became frustrated and made some nasty posts on ******. I spoke to a gentleman in Brampton since she is in Jamaica and offered to assist there. Her barrels are ready for pick up and I instructed the staff to reduce her charges. Thanks.

  H. L.

   

• Initial Complaint

  31/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 8, 2022, I called Qtrex International to ship 2 barrels and 2 TV. at first, I asked for the quote of door to door delivery, and I got a quote in the amount of $340.00 to ship to Jamaica and I was like wow I got a steal of a deal for home delivery. I then found out when I called and asked to speak with the owner of why is it not home delivery. His response to me was that if it was home delivery it would be more than that, and anyone with sense would know that. I also shipped 2 barrels and a bin back in September as well and it was the same mess and I had to take an **** to the warehouse to pay an additional $1000.00 on top of what I paid already. I was furious. The owner gave me back $20.00 because that's how much it cost me to get there and back to work ,which I was late for. The lady in Jamaica at the port is a ***** and they were purposely not doing the work they were hired to do. ******** would always have some different excuse ** **** to say to me and when the boss calls or email her it's totally different from what she stated with me and my friend. It has been 5 months now, and the barrels are now being picked up from the port. In the event of this taking place we were told by ******** the employee at the port that the total amount to clear the 2 barrels and 2 TVS would cost 19,000JMD and when my cousin had to go and pick up the barrels and 2 TV they were then told by ********'s brother that they have to pay an additonal 50,000JMD to clear the barrels. When they went to pick up today they paid the 50,000JMD and they were told once again that they had to pay an additional $6,700.00JMD to clear it. THey have significantly caused me, ametional distress, anxiety and embarrasment. I would like a full refund of my money from them. They have no customer service at all. They never want to hear the truth.

  Business response

  31/01/2023

  Good afternoon. She is absolutely correct. Service in Jamaica is not up to par. She came to my office to make payment and I did compensate her for the taxi. Please send your copies of the waybill showing total Canadian payments. Also, send all payments done to my office in Kingston. Do not send the Jamaica Customs charges. Refunds or compensation will be reviewed after all docs are received. This beautiful customer works in a law firm and she knows about Canadians enforcing laws in other jurisdictions. Sorry for your experience and please respond.

• Initial Complaint

  17/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Tracking Bill # ***** - sent October 17, 2022 from Mississauga to Jamaica ******* **** sent a barrel from Canada to Jamaica via QTrex International. The barrel has not yet been received and it was sent on October 17, 2022 (3 months). ******* reached out to the company several times in Jamaica and always is told to call back again. We reached out to head office in Mississauga by sending several emails. The owner or Manager called to say the shipment arrived and he would try to help us with the office in Jamaica. We waited a week to give them time to locate. We have now reached out to the Jamaican office and given another run around. They asked we call back again. How can a company get away with this kind of behaviour? We appreciate your help to get a resolution. Please confirm you received this complaint as we did not get a confirmation for the prior complaint left here related to this same issue. Many thanks, ******* ****

  Business response

  17/01/2023

  We will forward this complaint to Jamaica and respond when we receive info.. Thanks.

  Customer response

  28/01/2023

  The reason for the rejection is that several calls to the Jamaican Office did not result in any success. However the barrel has now been delivered with contents missing. Additionally extra fees were charged due to the prolonged time the barrel was kept. The experience was not a pleasant one. I would not recommend this service. If there is any compensation from the ****** items and extra fees please let me know. Thank you 

  Business response

  30/01/2023

  Morning. I am very happy that the barrel was finally delivered. * ** *** ***** **** *********** ** ****** Despite having our own staff in Jamaica, we are helpless with total protection. Canadian insurance companies does not offer compensation in other jurisdictions. Similar to *** and **** **, our shipping waybill was designed to specify that you SHIP AT YOUR OWN RISK. There is no compensation for delays as well because we are an NVOCC operator. I will offer a free shipment of a barrel. This is done in good faith. Thanks.

   

  H. L.

  Customer response

  30/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Thank you for the offer but we will not be using the service. We do not want to place the blame of ***** to your office. The ***** and extra fees however are the factors for not wanting further service. Also the delays and running around were not pleasant. Appreciate the responses and request nothing further.

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

*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. ↩