Year after year, the companies that generate the greatest number of complaints to the Consumer Protection Office (OPC) are almost always the same. So many that you could probably name them without being too mistaken. But in 2024, the top of the list is occupied by an SME from Laval that no one had heard of a year ago.
Posted at 6:30 a.m.
With its bogus fines, Stat Park is the company that has generated the most calls to the OPC in the last year. It surpassed Tanguay, a retailer accustomed to first place in this ranking, and even Amazon and Walmart, despite their very high business volume.
It's exceptional. That an unknown SME finds itself “at the top”, the spokesperson for the OPC, Charles Tanguay, “thinks this is the first time”, he told me.
This barrage of complaints is explained by a file published by The Montreal Journal in December 20231. Journalist Francis Pilon lifted the veil on the questionable practices of three companies – Stat Park, Max Park and Pay Park – which manage numerous parking lots, notably those at DIX30 in Brossard, Galeries Laval and the Jean-Talon market.
Hundreds of motorists who park their cars there have discovered a bill under their windshield wipers that looks exactly like a fine. This strategy, which can intimidate, is prohibited. Under the Act respecting the recovery of certain debtsno one may use a writing likely to be confused with an official document issued by a court, a government or a municipality.
When you think about it, these bogus fines shouldn't cause a stir. The companies have no way of tracing the owners of the cars. How do you expect them to make the link between registration and home address to get paid?
The three managers pointed out distribute bills because motorists abuse parking lots by using them to take the metro or the REM, for example. It's quite possible, but it wouldn't justify the use of $69 “fake tickets” which rise to $99 after 30 days in the case of Max Park. The law is the law.
That said, the other option would be the immediate towing of the vehicles, which comes with a bill and inconveniences even more painful than the feeling of being cheated. So to choose…
The other problem is that a barrage of calls to the OPC does not always have an impact on the companies concerned. While the organization provides complainants with a kit and advice on asserting their rights, a valuable service, nothing prevents offenders from continuing their practices. Complaints do not automatically result in fines. The OPC can give notices of infraction in the context of criminal proceedings, but Stat Park has escaped this so far and it would continue to distribute its invoices which appear deceptive.
Still the automotive sector
In total, the OPC received 28,076 complaints in the last year, which represents a significant increase of 12% for an unexplained reason.
Used vehicle sellers have not yet managed to improve their position in the ranking. With more than 5,000 complaints (+56% over the past two years), they remained at the top of the rankings by consumption area.
New car dealers moved up one rank. The OPC hypothesizes that consumers are better aware of prohibited practices, particularly in terms of fees added to invoices, thanks to the collective actions which made the headlines and led to the distribution of $75 coupons.2.
It is reasonable to believe that dealers will do better next year. The Corporation of Quebec Automobile Dealers (CCAQ) promised in the fall that it will adopt a new code of ethics3 to regain the trust of motorists. In addition, its 890 members will have to participate in the free online mediation system Parle, from the OPC, from January. It will be very interesting to see if these actions will bear fruit and improve the practices of this industry.
Other areas where bills are significant – large household appliances, furniture, construction, renovation – continue to generate a greater number of complaints than sectors where the issues are less expensive. Food is an exception. For the second year in a row, this industry has caused more discontent than in normal times.
Inflation makes consumers less tolerant of anything that affects food prices. They are also more attentive to advertised prices and pricing errors.
Charles Tanguay, from the Consumer Protection Office (OPC)
Here again, new measures should improve the customer experience. From May 2025, new rules regarding price display will come into force. Retailers will have to clearly indicate whether a food item is taxable or not, while the selling price for non-members of a loyalty program will have to be clear, among other changes.
As online commerce progresses, delivery problems are causing more and more dissatisfaction, as demonstrated by the 20% jump in complaints. Even the king of efficiency, Amazon, escapes this. The American giant went from 5e au 3e rank of the companies having generated the most complaints, but can still boast of having had only 346 dissatisfied customers, which is very few considering its number of transactions in a year.
Even though in the grand scheme of things, consumption problems are not the most painful, the feeling of being cheated eats up energy and time. Since certain practices deserve to be denounced or examined, tell me what infuriated you. Your misadventures always interest me.
1. Read the article from Montreal Journal “Trapped drivers: “fake tickets” in the sights of inspectors”
2. Read the article “Hidden fees: a $75 credit at your dealership”
3. Read the column “Car dealerships: a new code of ethics to regain your trust”
