Press Release  National Consumer Protection Week: AG's Office Issues Consumer Advocacy Report Highlighting Tips And Trends From 2024

BOSTON — In recognition of National Consumer Protection Week, Attorney General Andrea Joy Campbell today released her office’s annual Consumer Advocacy Report, highlighting various efforts to protect consumers, reminding consumers of resources available to them, and raising awareness of challenges faced by consumers in 2024.  

“Each year, my office makes it a priority to protect consumers from unfair and deceptive business practices, returning money to impacted consumers and holding bad actors accountable for violating the law,” said AG Campbell. “I am proud to release this year’s annual Consumer Advocacy Report to showcase our work to ensure economic justice for communities across the Commonwealth.” 

Each year, the AGO receives thousands of consumer complaints on a wide-ranging of issues, including those related to scams, housing, auto laws, debt collection, healthcare, student loans, and more. Many of the complaints are received and handled by the AGO’s Consumer Advocacy and Response Division (CARD), which directly assists consumers by answering questions, offering referrals to appropriate organizations or government agencies, working with businesses to resolve disputes, and providing information on other available services and community-based consumer programs.

Complaint Trends of 2024 

According to today’s report, in 2024, the AGO received more than 42,000 consumer hotline calls, more than 23,000 consumer complaints, and more than 1,168 student loan complaints and requests for assistance. Additionally, the AGO secured more than $10,157,675 in savings and refunds for consumers through individual advocacy in response to consumer complaints, and more than $194.3M in restitution, penalties, and consumer debt relief through judgments and settlements.

In 2024, for the second consecutive year, health care services remained the most complained about consumer product. The office also continued to receive large volumes of complaints related to auto, landlord-tenant issues, home improvement, solar energy, and more.

The report also spotlights consumer trends and issues related to the housing crisis, manufactured housing, and deceptive loans. 

Health Care Complaints Topped the List 

The AGO’s Health Care Division received 1,402 complaints in 2024, a 4% increase from 2023. Consumers continued to report problems with medical billing and unlicensed health insurance providers. 

In November 2024, the AGO released a report titled 2024 Examination of Health Care Cost Trends, which examined the capacity of Massachusetts households with commercial health insurance to pay for health care and, relatedly, the accumulation of debt when households cannot pay their medical bills.

Used Car Sales Complaints Continued to Increase 

In 2024, used car sales were the second most complained about consumer product or service at the AGO. As in previous years, complaints about used cars increased in 2024. More than 900 consumers sought assistance from the AGO due to a problem they had with a used vehicle purchase. In its 2023 Annual Consumer Advocacy Report, the AGO included information on how to find your car’s warranties and consumer rights under the Lemon Laws. 

Housing Issues Spotlighted 

Housing-related complaints remain very high, and the cost and availability of housing is a top priority for the AGO. Today’s report spotlights some of the important policy changes and consumer protections of the landmark 2024 Affordable Homes Act, which was enacted to help address the statewide housing crisis. The report specifically features two policy changes that are relevant to tenants. 

First, the report highlights the expanded protections granted to tenants when their landlord plans to convert their apartment into a condominium. Under the new law, certain rights are now extended to tenants living in buildings with two or three apartments that are not landlord-occupied, along with tenants living in buildings with four or more apartments. 

Second, the report underscores new protections that will allow certain Massachusetts tenants to seal their eviction court records starting in May 2025, preventing the records from appearing in credit reports. Additionally, tenants with sealed eviction records will not need to tell prospective landlords or employers about their sealed eviction case history. 

Additionally, today’s report highlights developments related to manufactured housing communities (MHCs). In May 2024, the AGO released an updated Guide to Manufactured Housing Community Law to provide additional clarifications and explanations on a range of key manufactured housing issues, including residency restrictions, community rules, and discontinuances or closing of MHCs. Moreover, in 2024, the Massachusetts Appeals Court published two decisions that clarified the right of first refusal, which is the right of residents of MHCs to purchase their community if the owner of the community decides to sell it, preventing residents from potentially being harmed or displaced.  

Consumer Tips and Resources

The report features consumer tips for a number of the highlighted consumer issues. While the office seeks to assist every resident that reaches out, it is encouraged that consumers remain vigilant and take initiatives to protect themselves from deceptive practices. The entirety of the 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

The AGO has scheduled the below consumer education and awareness events throughout this National Consumer Protection Week. 

Monday, March 3, 2025, 11:00AM - 12:00PM

Solar Energy 101 Webinar: Guidance for Consumers 

Zoom Webinar Recording 

Tuesday, March 4, 2025, 12:00PM - 1:00PM 

Unauthorized Practice of Immigration Law Training with Compass Working Capital

Zoom Webinar 

Wednesday, March 5, 2025, 9:00AM 

Consumer Rights Tabling 

Springfield City Hall, 36 Court Street, Springfield MA 01103 

Wednesday, March 5, 2025, 12:30PM - 2:00PM 

Consumer Advocacy Panel Discussion hosted by the AGO, MASSPIRG Consumer Action Center, MetroWest Mediation Services, and Worcester  Consumer Rights Program

Framingham Public Library, 49 Lexington Street, Framingham, MA 01702 

Friday, March 7, 2025, 10:00AM – 11:00AM

Como Evitar Estafa y Robo de Identidad/How to Avoid Scams and Identity Theft (Spanish Language Event)

Zoom Webinar Registration 

The annual Consumer Advocacy Report represents AG Campbell’s commitment to expanding economic opportunity for all across the Commonwealth, including through advancing consumer and economic justice, as laid out in her strategic plan. Earlier this week, AG Campbell announced the implementation of nation-leading consumer protection regulations to combat “junk fees,” bolster price transparency for consumers, and help consumers avoid unnecessary costs.

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