- Office of the Attorney General
Media Contact
Sydney Weiser, Press Secretary
BOSTON — In recognition of National Consumer Protection Week, Attorney General Andrea Joy Campbell today released the annual Consumer Advocacy Report, highlighting her office’s work to protect consumers, reminding them of the available resources, and raising awareness of scams, junk fees, and other challenges faced by consumers in 2025.
“I am proud to release this year’s Consumer Advocacy Report, which shows how our office is leading the way on consumer and civil rights protections from cracking down on hidden junk fees to obtaining a $165 million judgment against health insurance companies that misled consumers,” said AG Campbell. “As the federal government continues to step away from its responsibility to protect consumers, state attorneys general are stepping up. My office will continue to support residents, defend their rights and ensure no one is exploited – especially those too often left behind.”
Each year, the AGO receives thousands of consumer complaints on a wide range of issues, including scams, housing, auto laws, debt collection, healthcare, student loans, and more. Many of the complaints are received and handled by the Attorney General Office’s (AGO) Consumer Advocacy and Response Division (CARD), which directly assists consumers by answering questions, offering referrals to appropriate organizations or government agencies, working with consumers and businesses to resolve disputes, and providing information on other available services and community-based consumer programs. The AGO also offers specialized assistance through its Health Care Helpline, Elder Hotline, and Student Loan Assistance Unit.
Complaint Trends of 2025
In 2025 the AGO received more than 47,000 consumer hotline calls and over 24,000 consumer complaints, marking a record high number of complaints received by the AGO. The AGO secured more than $11 million in savings and refunds for consumers through individual advocacy in response to consumer complaints, and more than $187 million in restitution, penalties, and consumer debt relief through judgments and settlements.
For the third consecutive year, complaints about health care services were most common. The AGO also continued to receive large volumes of complaints related to landlord-tenant issues, autos, home improvement, and more.
Health Care Complaints Topped the List
In 2025, the AGO received 1,425 complaints related to health care services, on par with the 1,402 complaints received in 2024. The report highlights persistent complaints about unlicensed health insurance providers, medical billing, pharmaceutical prices, urgent care charges, facility fees, ambulance costs, prior authorizations, mental health parity, and many other health care related matters.
Landlord-Tenant Complaints Saw a Sharp Increase
Complaints regarding landlord-tenant issues rose sharply from 896 complaints in 2024 to more than 1,206 complaints in 2025, representing a 34% increase. The recent changes in laws regarding eviction sealing, broker fees, and the landlord tenant guidance issued by the AGO likely contributed to more consumers filing complaints in this category.
In 2025, the AGO also released the office’s first-ever ‘Know Your Rights’ guide designed to help homebuyers and homeowners understand, recognize, and report appraisal discrimination, which refers to bias based on race, national origin, or other protected classes in an appraiser’s estimate of the value of a home.
Used Car and Auto Repair Complaints Continue to Rise
The report highlights an increase in complaints about auto shops and used car sales. Complaints about used car sales increased from 927 complaints in 2024 to 1,009 complaints in 2025. Consumers emphasized issues with dealers selling “lemon” cars and experienced difficulty getting repairs made in the statutory warranty period.
Junk Fees Banned in Massachusetts
Effective September 2025, the AGO’s new regulations ended the practice of businesses advertising one price for a product and later surprising consumers with extra mandatory fees. Similarly, some businesses have engaged in practices related to trial offers, subscriptions, or automatic and recurring charges to conceal the total cost and nature of a product or service, while making it difficult for consumers to opt out.
By banning such practices, the AGO’s regulations aim to increase price transparency for consumers and help residents more easily avoid and cancel costs that may be optional, waivable, or unwanted. Additional information about the AGO’s junk fee regulations may be found here.
Consumer Tips and Resources
The report features consumer tips for a number of the highlighted consumer issues. These tips are designed to help consumers be proactive in recognizing and protecting themselves from deceptive practices. The entirety of the 2025 Consumer Advocacy Report may be viewed here. Additional consumer tips, information and resources may also be found on the AGO’s website.
Consumers seeking assistance are encouraged to file a complaint online or call the Attorney General’s Consumer Hotline at 617-727-8400.
Events During National Consumer Protection Week (March 2 – March 6)
The AGO and Local Consumer Programs (LCPs) have scheduled the below consumer education and awareness events throughout this National Consumer Protection Week.
Energy Billing Presentation by Middlesex Community College Law Center (LCP)
Billerica Senior Center, 25 Concord Road, Billerica, MA 01821
Monday, March 2, 2026, 10:30-11:30AM
National Consumer Protection Week Tabling
Fall River Public Library, 104 N Main St. Fall River, MA 02720
Monday, March 2, 2026, 12:00PM-1:00PM
Fraud Prevention by Worcester Consumer Rights Program (LCP) and Better Business Bureau
Worcester Public Library, 3 Salem St, Worcester, MA 01608
Tuesday, March 3, 2026, 1:00-3:00 P.M.
Solar 101 Webinar
Virtual: Register Here
Wednesday, March 4, 2026, 12:00PM-1:00PM
Resources Table and Tenant Rights Training
Worcester Public Library, 3 Salem St, Worcester, MA 01608
Wednesday, March 4, 2026, 5:00PM-7:00PM
Avoiding Scams, Fraud, & Identity Theft by Northwestern District Attorney’s Office, Consumer Protection Unit (LCP)
South Hadley Public Library, 2 Canal Street, South Hadley, MA 01075
Wednesday, March 4, 2026, 6:00PM-7:00PM
Scam Prevention, Scam Texts, and Artificial Intelligence by MASSPIRG Consumer Action (LCP)
Weymouth Elder Services, 182 Green St, North Weymouth, MA 02191
Friday, March 6, 2026, 1:00 P.M.-2:00 P.M.
Savvy Senior Training
First Lutheran Church of Brockton, 900 Main St, Brockton, MA 02301
Friday, March 6, 2026, 12:30PM-2:00PM
The AGO’s continued work and national leadership in the areas of consumer protection and advocacy represent efforts to further AG Campbell’s strategic priorities to advance opportunity for all across the Commonwealth, particularly through promoting economic opportunity and consumer justice.
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