Credit: Promich via FlickrConsumers lodged more than 18,000 complaints in New Jersey last year, alleging mistreatment during everything from car purchases to debt collections, according to the latest data from the state Division of Consumer Affairs.
At the top of the state’s list of categories that consumers complained about most last year was motor-vehicle sales and repairs, which generated more than 2,500 individual reports, officials said.
But it wasn’t just car-related transactions that drew the ire of consumers last year, according to the new data.
Rounding out the top three categories on the list were home improvement, which generated more than 2,300 complaints, and major appliances, which garnered more than 1,000.
Also making the list of the top consumer complaints were internet sales; medical care; moving and storage; professional and occupational services, like veterinarians and electricians; stores; credit, including debt collections; and gasoline sales, state officials said.
The list was released as part of the division’s recognition of “National Consumer Protection Week,” which runs this year from March 5–11. In addition to releasing the list of top complaints, the division has also been providing more information about individual categories throughout the week on its social media channels.
Dodging frauds and scams
According to the Federal Trade Commission, National Consumer Protection Week is a time to “help people understand their consumer rights and avoid frauds and scams.”
In New Jersey, consumers who believe they have been cheated or scammed by a business, or suspect any other form of consumer abuse, can file a complaint with the Division of Consumer Affairs, an agency that is part of the state attorney general’s office.
Complaints can be filed online by going directly to the division’s website or over the phone by calling 1-800-242-5846 (toll free within New Jersey) or 973-504- 6200.
In all, the division’s Office of Consumer Protection generally receives about 1,000 new complaints each month through its online portal, state officials said.
Routing complaints
After receiving a complaint, staff will review the alleged activity to determine whether it may be a violation of New Jersey’s numerous consumer protection laws and whether it should be referred to a specific unit within the agency, another part of the division, or another state agency, officials said.
From there, a formal investigation may be initiated, which can lead to an administrative or civil court filing, officials said.
Last year, the Division of Consumer Affairs reached significant legal settlements totaling more than $650,000 with nine car dealerships over alleged violations that ranged from failing to list prior accidents, damages and repairs to not honoring the advertised price of a used car, officials said.
Charging excessive vehicle preparation fees and failure to disclose the full sale price of a motor vehicle were among other allegations lodged against the dealerships, they said.
Reaching resolution
But the Office of Consumer Protection may also attempt to informally mediate a resolution between a consumer and a merchant without the need for a formal court filing. Other issues may be handled by formal mediation or arbitration through the division’s “Alternative Dispute Resolution Program,” officials said.
The complaints the agency fields from consumers also help it set priorities and deploy resources, said Cari Fais, the agency’s acting director.
“Our public outreach campaigns and enforcement initiatives are guided by the complaints we receive and the information consumers provide to us,” Fais said.
As part of its own recognition of National Consumer Protection Week, the Federal Trade Commission has been hosting a series of virtual and in-person events. They include a webinar scheduled for 1 p.m. Thursday that will detail the top frauds reported at the national level, as well as tips to avoid becoming a victim.
More information about spotting and avoiding consumer scams is also available on the FTC’s “Money Matters” webpage.
