Quebec's Consumer Protection Act is an extensive document that details the rights of consumers and lays out a set of rules for merchants who operate in the province. If the rules aren't respected, consumers can file a complaint with the Office de la protection du consommateur (OPC). Companies and even whole industries can face legal consequences if they violate consumer protection rights. 

Despite intense legal pressure to operate within consumer laws, OPC agents treated over 150,000 consumer complaint cases between April 2018 and March 2019.

28,364 cases ended up in courts, for an estimated value of more than $50 million in legal fees. 

In terms of industries, the used automotive industry saw 17% of all consumer complaints from April to June 2019 — a total of 4,252 complaints. Rounding out the top five are the large appliance industry (8%), the furniture industry (8%), residential renovation services (8%), and new cars (4%). 

In Quebec, 10 companies saw the lion's share of consumer complaints from January to November 2019, according to data provided by the OPC. Every company on the list is a large corporation. 

Here are the companies with the most consumer complaints for 2019 in Quebec. 

The following figures represent the number of consumer complaints between January 1 and November 24, 2019. The OPC processed 25,227 consumer complaints within that time frame.


Groupe BMTC Inc. (Brault et Martineau)

The company received a total of 733 civil and penal complaints, representing 3% of total complaints issued.

The nature of most consumer complaints against Brault et Martineau concerned the quality of goods and services and the quality of delivery services. Customer service complaints were also prominent. 

The Brick

The Brick received 319 complaints. This represents only 1% of the total.  

Quality complaints were among the most frequent for the company, including for a lack of parts and components stock. Like Brault and Martineau, The Brick also saw a number of delivery service complaints, including customer service complaints. 

Bell Canada

Bell received 314 complaints in 2019, representing 1% of the total. The company had a varied nature of complaints. 

Amongst them, billing was a frequent complaint. Contractual disputes also factored in heavily, including a number of customer service complaints. 

Best Buy

The company received 309 complaints. Best Buy is one of the largest electronics retailers in Quebec, with 27 stores across the province. 

Service and goods quality were the primary complaints, with delivery complaints and disloyal practices also ranking high. 

Samsung Electronics

Samsung saw 281 civil and penal complaints in 2019.

The company saw service and product consumer complaints almost exclusively. No word on how many of those product complaints came from service providers. 

Whirlpool

You're likely to have a Whirlpool in your laundry room or at your local laundromat. Consumers lodged 251 complaints against the company from January to November 2019. 

Product quality and customer service complaints dominated OPC complaints against the home appliance company. 

LG Electronics

With 216 complaints, LG is the fourth major electronics provider to make the list. It seems like Quebecers have it out for electronics companies. 

Product complaints and service complaints once again were the chief consumer issues. 

Maison Éthier

As one of the few Quebec-based companies on the list, the furniture superstore saw 179 complaints lodged against it. In line with the overall statistics, Maison Éthier is the fourth homewares company on the list. 

Delivery services were the primary complaint lodged against the company. There were also issues with customer service. 

Videotron

One of Quebec's largest internet and phone service providers saw 178 civil and penal consumer complaints in 2019. 

Quebec consumers took issue with Videotron's delivery services, customer services, contracts, and billing. The company was also accused of dishonest business practices. 

Walmart Canada

With 171 civil and penal complaints lodged against it, Walmart rounds out the list of companies with the most consumer complaints. 

Dishonest business practices, delivery service complaints, and quality complaints were the most frequent against Wal-Mart Canada. The chain operates more than 400 stores across the country.


There you have it! Do any of these companies surprise you? 

What this means for consumers is that they should be judicious in who they decide to do business with. Many companies offer similar services, so do your homework before you buy! 

If you need to file a complaint with the OPC, please refer to its official website.

 

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