Press Release  National Consumer Protection Week: AG’s Office Issues Consumer Advocacy Report Highlighting Tips and Trends From 2022

BOSTON — In celebration of National Consumer Protection Week, Attorney General Andrea Joy Campbell today released the office’s annual Consumer Advocacy Report, highlighting efforts to provide greater economic opportunities to Massachusetts residents by offering assistance and protection to consumers and spotlighting challenges faced by consumers in 2022.  

The AG’s Office, through its Consumer Advocacy and Response, Consumer Protection and Community Engagement Divisions, will host a series of virtual consumer education events this week on topics impacting consumers, including: dealing with debt collection, home health and safety and identity theft and other common scams.

AG Campbell will kick off a virtual training her office is hosting along with MASSPIRG on Thursday, March 9. A complete list of the events is available here and below.

“Today, my office is releasing a report highlighting the critical work we do to help protect consumers from predatory, discriminatory or unlawful practices,” said AG Campbell. “Residents can always turn to my office for assistance – because we believe when the marketplace is free from unfair business practices, we improve economic stability and security for all.”

Complaint Trends in 2022 

According to today’s report, in 2022, the AG’s Office’s Consumer Advocacy and Response Division (CARD) received more than 23,000 consumer complaints and secured more than $5.5 million in savings and refunds for consumers. The AG’s Office continued to receive high complaint volumes in 2022 concerning housing, auto, solar energy, home improvement and mobile phone plan related matters. Complaints concerning solar energy and rental housing have significantly increased over the past year.  

Complaints related to the COVID-19 pandemic, including travel cancellations and gym membership cancellations, declined for the second year in a row. 

Rental and Housing Issues Are Top Complaint Amongst Consumers  

Rental housing was the most frequently cited complaint in 2022 by consumers, outpacing complaints against used-car dealers for the first time. The AG’s Office received 918 consumer complaints related to rental housing and 171 requests for help through the office’s Eviction Help Request Form. Many complaints reported issues with unsafe and unsanitary conditions, rent hikes, and evictions. These complaints are assisted by CARD and AGO-funded Local Consumer Programs, which sought to help renters resolve disputes with their landlords, apply for rental assistance, or made legal referrals when necessary.  

Ensuring access to safe and affordable housing is a high priority within the Attorney General’s Office and guides much of the work done by the office across its many divisions. 

In June of 2022, the AG’s Office entered into a settlement with Peabody Properties, Inc., a large management company, as well as its owner JPNDC Pitts MM LLC, to resolve allegations that the company unlawfully denied a tenant and their young disabled child the reasonable accommodations they asked for in order to address secondhand smoke and a rodent infestation that posed serious health risks to the child. The company agreed to pay $35,000 in restitution, as well as implement no smoking policies in its Roxbury and Dorchester affordable housing units. The AG’s Civil Rights Division also released guidance to educate individuals with disabilities and landlords on their rights and obligations under the law with respect to housing. 

In January of 2022, the AG’s Office also expanded its Abandoned Housing Initiative Receivership Fund (AHIR), providing an additional $1.5 million in funding to facilitate and incentivize the conversion of vacant and deteriorating properties into affordable housing units across Massachusetts through receivership. The program, which utilizes funds from the 2012 National Mortgage Fraud Settlement involving unlawful foreclosures, provides financial assistance to receivership projects on abandoned residential properties across Massachusetts. From 2013 to 2017, the AHIR program has helped to fund $78 million in property rehabilitation efforts, including 88 blighted properties, bringing 181 housing units to use. Since the beginning of the second phase of the program, launched in 2019, more than $850,000 in loans to receivers across nine separate projects have been provided, rehabilitating altogether approximately 17 housing units in Pittsfield, Jamaica Plain, Dorchester, Arlington, East Boston and Chelsea for families and individuals. 

The report discusses upcoming changes to the State Sanitary Code, a set of regulations that applies to dwellings and dwelling units and determines what is considered safe and sanitary housing in Massachusetts. The upcoming changes will have a wide-reaching impact on renters and landlords. This year, the AG’s Office frequently encountered the following concerns and requests for assistance from consumers that will be addressed by these upcoming changes to the Sanitary Code including: mold and excess moisture; landlords inspecting for pests; and the need for a functional oven, cooktop, fridge and freezer; among other concerns.  Because the weather has become warmer earlier in the Spring, the new requirements also adjust the time during which a landlord must provide heat to September 15 through May 31. 

Students Sought Help for Loans  

Over 1,400 consumers reached out to the AG’s Student Loan Assistance Unit for assistance with their student loans in 2022. Common problems that were cited included being denied credits under the Public Service Loan Forgiveness Program (PSLF), being provided misinformation on loan forgiveness, being forced to pay during periods of forbearance and harassing debt collection practices, 

The AG’s Office has frequently been an advocate on behalf of student borrowers. In January 2022, a $1.85 billion settlement was announced with student loan servicer Navient, resolving allegations of widespread and deceptive student loan servicing practices and abuses in originating predatory student loans. The AG’s Office also co-led a coalition of states urging the Biden Administration to extend and expand temporary changes to the Public Service Loan Forgiveness (PSLF) Program in August, in order to provide borrowers with more opportunities to get closer to loan forgiveness faster. 

Consumer Tips for Purchasing a Vehicle  

While the office seeks to assist every resident that reaches out and files a complaint, it is highly encouraged that consumers remain vigilant, are aware of their rights, and take all steps possible to protect themselves from deceptive practices.  

In the report, the AG’s Office offers guidance for consumers to consider before, during and after purchasing a vehicle, and highlights specific laws in Massachusetts designed to protect consumers in several ways before and after they buy a used vehicle. The report includes tips on the following areas: 

• How to find the right dealership  
• Which paperwork must the dealership provide you 
• How to document your purchase of the used vehicle for personal reference 

The AG’s Office also supports 18 Local Consumer Programs (LCPs) across Massachusetts. These LCPs are non-profit or municipal organizations that accept consumer complaints directly referred from the office and provide free consumer assistance. AG Campbell’s Healthcare Division, Insurance and Financial Services Division, Student Loan Assistance Unit and Civil Rights Division also provide direct assistance with many types of complaints. 

Consumers seeking assistance are encouraged to file a complaint online or call the Attorney General’s Consumer Hotline at 617-727-8400. 

AGO Events for 2023 National Consumer Protection Week

Tuesday, March 7

What:               Your Home, Your Health  

Who:                 Amy Sangiolo, Supervising Consumer Specialist, Consumer Advocacy and Response Division

                          Staff from the AG’s Community Engagement Division

Details:             This training will cover recent changes to the State Sanitary Code and how to get your landlord to address code violations, amongst other tips and resources for tenants. 

When:               10:30 A.M.

Where:             Members of the public can RSVP here.

Wednesday, March 8

What:               Scams & ID Theft  

Who:                 Elizabeth Cho, Assistant Attorney General, Consumer Protection Division 

                          Jessica Johnson, Program Assistant, AG’s Community Engagement Division 

Details:             This training will cover identity theft, and how to avoid or detect a variety of different mail, phone, and online scams. 

When:               2:30 P.M.

Where:             Members of the public can RSVP here.

Thursday, March 9

What:                National Consumer Protection Week: AGO and MASSPIRG Host Joint Training on Trending Consumer Topics  

Who:                 Attorney General Andrea Joy Campbell 

                          Dierdre Cummings, Legislative Director, MASSPIRG 

                           Bill O’Hearn, Division Chief, AGO Consumer Advocacy and Response Division

Details:             The Attorney General’s Office and MASSPIRG are hosting a virtual training on the consumer topics rental housing and credit reporting. 

When:                9:30 AM – 11:00 AM

Where:               Members of the public can RSVP here

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