ComplaintsforGROUPE BMTC INC

• Initial Complaint

  30/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new washing Machine Jan 22 2022 with one year store warranty and paid for 5 year extended warranty plan. Approximately May 1st 2023 the machine stopped working in the middle of a wash. Called ******, attempted a reset by turning off the breaker for 15 minutes and turning back on. No luck. Called ****** * *********. ******* company service technician was sent to my home. Technician arrives, says he cannot see a serial number and so he cannot do anything. Didn’t even look at the machine, never even opened his tool bag. Leaves saying he cannot fix it. Call ******* and they say no serial number they can’t and won’t do anything. Call ****** * ********* and get a very nice girl who wants a to help but is stuck. Can’t do anything for us. We purchased the machine recommended to us on good faith, paid for an extended warranty plan of 5 years on that same good faith. Now three weeks past our home of five is unable to do laundry. No one wants to be responsible and quite frankly I’m caught in the middle of two companies that are both working hard to avoid any responsibility. I didn’t avoid paying… Please help, anything would be greatly appreciated.

  Business response

  21/06/2023

   

  For your information, we received *******'s exchange authorization on June 15th.

  We will communicate with the customer so that he can make a new choice.

   

  For us this case is resolved.

   

  Best regards

   

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

  
  

• Initial Complaint

  06/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a new bed with Brault et Martineau back in November 2022, and expected delivery was January 7th 2023. We received the bed however we were missing the screws and bolts, therefore we are unable to assemble the bed. We have many numerous contact attempts to Brault et Martineau, including their parent company ******* *******, and we have not yet received a resolution. It has been a month that we are waiting for them to resolve the issue. They are impossible to reach, we wait on hold for hours for someone to answer their phone and no one answers. When they do answer, they transfer us to another line where we proceed to wait for hours again... We have been told on 2 seperate occassions that they will ship us the missing parts but we have not received anything yet. We are told we would get a call back with a confirmation and never received a call. We have been trying to contact them for weeks but they are not answering or returning our calls. We have reached our wit's end at this point and we do not know what to do. I have a brand new bed that I cannot assemble as I am missing parts. We have done everything we possibly can, and we are asking for your help.

• Initial Complaint

  18/08/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Transaction on June 30 2022, order no *********, item - freezer vertical 20.0 c ft white- model FFUF2021AW (**********) plus protection plan model 4A104 - for 4 years additionnel Delivered Jully 7 - Item failed saturday august 6 - complète lost off food - called ********** August 8 - technician visited august 11, deffective temperature control,-order the part August 12 - ********** quote several weeks for delivery of part August 15 - contact Brault et Martineau store manager - ** ******* **********, Takes no responsability for failure of item or/and lost of food. Contacted ********** - **************, claim that the first year is Brault et Martineau's responsability. Desired résolution - replacement of food lost

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Order no *******, fridge WRS312SNHM with extended warranty for $301.99 charges. The fridge was broken. It will freeze off inside and stop working. Brault et Martineau refuses any kind of acknowledgements since the fridge was accepted upon arrival since there was no visible signs of it not working. The business is weaseling themselves out of accountability for selling a defective fridge and is now referring me to deal with ********* for repair, which is an illegal practice since THEY are the business selling the fridge. I want retribution because I have purchased a fridge that is now considered as refurbished, so I don't want to pay the price of a new one. I want a monetary compensation from your business for selling me a refurbished fridge, it never was a new fridge, it is broken and has to be repaired. It is fraudulent that you can just sell broken appliances for the prices of new ones and then just have it repaired and keep your clients money like you have sold new and perfect products.

• Initial Complaint

  07/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a case open with ****** * ********* ******** ************ in which the service agent who won't reply to emails from ******'s side. Upon delivery of a new stove, the delivery company that **************** used end up scratching our wall, scratching our fridge, scratching our new stove and damaged our island. I've been trying to receive a response from ****** to help receive a response from this delivery company and both have not replied. The delivery company called to receive information from me and said he would speak to his delivery guys and phone me back.....and now just silence from both sides. I would like for someone to please answer the emails and follow through with the claim and I would like to be recompensed for these damages.

• Initial Complaint

  01/02/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In November 2021 we bought a King size bed form BM for $ 1467.87. On January 13, when the bed was delivered, it turned out that the Head board was the King size and the Foot board was the Queen size. When we called the store at ************ we have been on hold for a while. When we spoke with our sales rep Barthelemy K******, he told us that he would inquire with the warehouse about the wrongfully packaged order. Then Barthelemy went on vacation without asking another colleague to follow up with us. Eventually, we were able to speak with a manger and ask for money back. On January 22, 2022, we have provided our credit card number over the phone. We have been told that the refund would appear on our credit card within 5 business days. It did not happen. When on January 21, 2022, I called the store, I was able to speak to another manger, who assured me that the refund was processed. On January 28, I again, called the store because we did not receive any refund from BM and asked to confirm what credit card number the refund was processed to, to make sure that there was no mistake. Johanne (another manger) said that she would inquire with the accounting department. Nobody called us on January 31, 2022. So, on February 1, I called again and have been told that the cashier that processed the refund, did not enter the proper card number. Nobody told us about the cashier's error until I called. We have not yet received the money back, though I was assured by Matthew on February 1 , 2022,that it would be done ASAP. The service and the way the refund have been handled are horrible. ****** **** **** **** *** ****** **** ***** ****** * ********** ******* *** ******** *****. Hope to receive our money ($ 1467.87) soon.

• Initial Complaint

  10/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We purchased a vinyl covered sofa from Brault & Martineau on 20/03/2017, and the salesperson recommended we also purchase a 5 year Protection Plan for $120 that would cover stains and damage. Within 4 years, the vinyl started peeling on two of the seat cushions, and we called Brault & Martineau to request repairs but were told to contact ***** ***** **** to submit a claim, we called the number on the pamphlet only to hear a recorded message to submit a claim online. This was over a period of two weeks, so we already missed a 7 day window that apparently applies when you first notice damage. I submitted the claim on 06/07/2021 and received an auto-confirmation that it was received and we would be contacted within 5 days. After not hearing back for several weeks, I called and was forwarded to a voicemail so I left the claim # and asked for a follow-up as we were now well past the 5 day response time, and 7 day claim window. No one called back so I called once again almost two months after originally submitting the claim, to be told that they could no longer address the repairs or replacement as the damage was beyond 7 days! I asked what could they have possibly done to repair peeling vinyl, which was coming off in flakes even after covering the area to prevent further damage, not to mention they had not even responded almost two months after the claim was submitted, and they just stated the 7 day window was their policy. We would like for Brault & Martineau to stop selling such an unreliable service that seems to have a first refusal policy for any claim submitted, and would like the sofa to be repaired or replaced as per terms and conditions of the Protection Plan. Claim #******* is same as order #. Pictures show the peeling at the start when claim was submitted in June 2021 and 5 months later, as well as copy of receipt for sale and Protection Plan which has no mention of **** **** but ****** as provider. There were no interactions with ****** at any time.

• Initial Complaint

  21/12/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order number #******* purchased on dec. 3rd shipped on dec. 8th. Quality of the oven/range is not acceptable within first day we had it would leave bad fingerprints which isn’t the main problem on the top glass then when we used it the next day we saw it burns the rounds of the cooktop. It burns and leaves bad spots. We tried all the existing cleaners that worked so well with our old oven/range frigidaire for 8-9years we had and it cleaned so well even no it looks much better than new one which has been almost 2 weeks now… tried contacting the seller on dec 14th by email no response until now i called and they said he is off today and was getting me someone else on the line but then they hung up, i called back and then they wouldn’t pick up. I paid 1400$ for this worst product ever. I need either my money back or exchange. * **** ***** *** ** **** ** ******* *** *** *** **** ********** *** ****

• Initial Complaint

  29/11/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We recently purchased a furniture set from Brault & Martineau for our daughter ******* ************. It was delivered damaged. Originally the delivery people told us it was "only the mirror and that if we called Brault Martineau would replace it" we signed a delivery form saying all the above; however, once we unpacked everything and started to assemble it ourselves we noticed significant damage to the Mirror, headboard & night table. ******** *** ********. We have spoke with several different people over the past week or so, numerous hours on hold (too numerous to count) we were disconnected on several occasions, we were told to send pictures to a Marie P***** email by which we did 4 times, my Daughter 3 times, we were told to fill out a report online and within 24rs we'd get a reply we did, no reply, we called again today spoke with Customer service and were told it can take 7-10 days for it to be looked at and (possibly approved) last week were told 24-48 hrs. Meanwhile my daughter is sleeping on the floor and her new Landlord is complaining about all the furniture boxes in her apartment ( as all the damaged furniture delivered is still in her apartment) we need this rectified sooner than later. **** ******* ******* ****** ****** *******

• Initial Complaint

  05/11/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order ********* 2021/8/28, I bought ******** ******* ******* grand lit(queen) at **** *** ********** ***, delivered on 2021/9/8, but the bed box could not be lifted upstairs because of the size. When I bought it, the salesperson did not communicate with me about whole or split style at all, he just asked the height 9'' and placed the order directly. I went to ********** and asked the salesperson, who told me to find the person in charge of *******, and he gave me two solutions: 1. ******* Split boxsping, 249 $ each, that is, 249 × 2 = 498 $(before tax) 2.replace the bed box with a 5'' one (obviously this solution does not solve the problem at all, so how can I believe that this is the advice of *******, a well-known brand of bed furniture). Of course I did not agree, I checked the price of split boxsping in the brick store,it has many, but none so expensive! The most expensive price in brick for split boxsping is 360$.I showed the price in brick, the result they gave me to replace the ****** split boxsping, and the price did not have to negotiate, pricing 358 $ before tax,the price I paid 109.45$ will then be deducted from the new purchase. Complaints: In the first place, without sincere attitude, how can give 5'' bed box replacement advice? If still cannot lift upstairs, who will bear the fault? At the beginning, the bed box cannot lift up, I asked for a return, they need me to pay 35% of the percentage of return costs. In addition, price match. The bed box and mattress purchased together as set, there will be a discount, ******** the original price is 279$, the purchase price is 109.45$, just 39.23%. But the ****** split boxspring is 358$, no promo, no discount. Completely ignore the customer's right to speak, the price is fixed, either buy or no solution. I request refund 250.14$ (including tax). ****** 358$ in the same discount per 39.23%, the price is 140.44$ , I need pay is 140.44-109.45=30.99 $ ,plus 4.64$ tax, totally 35.63$,not285.77$.

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