Technology

The companies that angered consumers in 2021

Years go by and they all look the same. The companies that sell used cars, large appliances and furniture or that offer construction-related services are the ones that have accumulated the most complaints before the Office de la protection du consommateur (OPC) during the period. Year 2021.

As every year, the OPC compiled the complaints received from consumers and drew up a list of companies. The organization registered 21,465 complaints between December 1, 2020 and November 30, 2021, 68 less than last year.

The 10 companies that received the most complaints

With the exception of Ameublements Tanguay who made his entrance there, evicting Rona, the list of 10 merchants who angered him remains more or less the same. Brault et Martineau continues to lead, with a claim increase of 2% between 2020 and 2021. The Quebec furniture merchant has held this position since 2016.

However, Brault & Martineau and Ameublements Tanguay customers can turn to OPC’s PARLe dispute resolution support platform, in which both merchants participate. PARL enables consumers and merchants to find a solution more than three-quarters of the time (78%), within 19 business days. More than a hundred companies agree to use it and it is free.

The Brick (+ 16%), Walmart (+ 13%), Videotron (+ 22%) and Bell (+ 6%) also sparked more dissatisfaction among customers this year. In contrast, Whirpool (-17%), Best Buy (-7%) and Samsung (-24%) generated less dissatisfaction in 2021, but this improvement is not enough to remove them from the black list.

Since the number of complaints is usually proportional to the number of customers, only large ads appear on the charts.

1. Brault and Martineau (453 complaints)

  • Delivery, non-conformity of a good or service or quality of customer service
  • Quality of a good or service

2. Brick (322 complaints)

  • Delivery, non-conformity of a good or service or quality of customer service
  • Quality of a good or service

3. Bell (319 complaints) *

  • Delivery, non-conformity of a good or service or quality of customer service
  • Contract: content, payment, cancellation, modification or interpretation
  • Deceptive or unfair practice
  • Billing or debt collection

* This figure includes complaints from Bell Canada (173) and Bell Mobility (146).

4. Walmart (304 complaints)

  • Delivery, non-conformity of a good or service or quality of customer service
  • Deceptive or unfair practice, including prohibited practices related to both advertising and price
  • Quality of a good or service

5. Videotron (298 complaints)

  • Delivery, non-conformity of a good or service or quality of customer service
  • Contract: content, payment, cancellation, modification or interpretation
  • Deceptive or unfair practice

6. Best Buy (289 complaints)

  • Quality of a good or service
  • Delivery, non-conformity of a good or service or quality of customer service
  • Deceptive or unfair practice

7. RD surplus (286 complaints)

  • Delivery, non-conformity of a good or service or quality of customer service
  • Quality of a good or service
  • Deceptive or unfair practice

8. Whirlpool Canada (196 complaints)

  • Quality of a good or service
  • Delivery, non-conformity of a good or service or quality of customer service

9. Samsung (167 complaints)

  • Quality of a good or service
  • Delivery, non-conformity of a good or service or quality of customer service

10. Tanguay modifications (157 complaints)

  • Quality of a good or service
  • Delivery, non-conformity of a good or service or quality of customer service

Rarity and delivery delays

Many of the complaints registered in 2021 have their origin in the phenomenon of shortages, that is, the lack of products and services caused by supply difficulties, interruption of the transport chain, sanitary measures and labor shortages. As a result, consumers had to wait longer to receive their debt or pay more.

The delivery and conformity of the good and the service are mentioned in one third (31%) of the complaints sent to the OPC. The organization also sees an increase in complaints about price increases, particularly in the automotive, construction and renovation sectors. For example, to complete the construction of new residences, contractors demanded thousands of additional dollars due to rising material prices.

“But the contracts did not foresee a price adjustment,” said Charles Tanguay. Since then, many contractors have included such a clause in their contracts.

Used cars in the lead

Once again, it is the used vehicle trade that generates the most criticism from all areas of consumption.

This is not necessarily a problem, according to the OPC. “The more people know about their rights, the more they are inclined to file a complaint,” analyzes their spokesman, Charles Tanguay. However, the government body has launched an information campaign on buying a used car to better inform consumers, in particular about illegal charges and payment terms.

“This is a troublesome sector in which we will continue to strive,” adds Mr. Tanguay. There is information, but also investigations and criminal prosecutions ”.

Claims by business sector

  • Used cars: 3,139 complaints (15%)
  • Large electrical appliances: 2,081 complaints (10%)
  • Furniture: 1,759 complaints (8%)
  • Home construction, maintenance and renovation services: 1,629 (8%)
  • Electronic items: 853 complaints (4%)
  • Leisure items: 765 complaints (4%)
  • Clothing, jewelry and accessories: 761 complaints (3.5%)
  • Food, beverages and tobacco: 686 complaints (3%)
  • New cars: 669 complaints (3%)
  • Heating and air conditioning equipment: 648 complaints (3%)
  • >> Also read: Strong increase in complaints against wireless services and the Internet

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