Author Archives: CAP

About CAP

This blog is generated by many contributing writers that are staff of the Consumer Assistance Program of the Attorney General's Office or the Attorney General's Office.

Summer Scams

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By Katharine Clark, SHECP Intern

With increased vacationing, sightseeing, and attending events, summer is a fun-filled time in Vermont. Have a safe and happy summer by avoiding scams that may seek to intercept your vacation rental search, sell you fake tickets, or purport to be extended family stranded while on vacation.  

When searching for a vacation rental or event tickets online, be sure to do extensive research before agreeing to complete a purchase. If a family member calls in need, always take steps to verify. 

Vacation Rentals 

When looking for a vacation rental—some listings may seem too good to be true. Scammers can create fake listings to rope interested renters into dangerous schemes. Learn how to catch and avoid rental scams so you can rent safely and protect your money. 

Spot the Signs: 

  • Too Good to Be True: If the price is significantly lower than other similar properties in the area, the listing likely isn’t real. 
  • Unprofessional Listing: If a listing has many typos or poor grammar, it was likely made by a scammer. Serious listings are seriously made, and they will be carefully constructed and proofread. 
  • Double Listings: If rentals appear multiple times across platforms, and especially on a single platform, it is likely that the duplicates are scams. Scammers will frequently copy a legitimate rental and add their own information. 
  • Unverified Address: Scammers can list properties that either don’t exist or are unavailable (E.g. foreclosed properties). Scammers can also take advantage of vacant properties, sometimes even agreeing to show the listing in person even when it is not actually available. 
  • Payment First: If you must pay and/or provide personal information before meeting the seller, seeing the property, or signing the rental agreement, it is likely that the seller is either withholding information or attempting to scam you.  
  • Untraceable Payment: Though there can be exceptions, be wary of listings that require untraceable/non-refundable payment such as cash, wire transfers, money transfer services (like Western Union or MoneyGram), or more suspiciously, gift cards or cryptocurrency, including crypto kiosks. Scammers can also go through legitimate services like Airbnb but request payment through another service or an escrow account. 
  • Faulty or Missing Agreement: Scammers can manipulate incomplete leases (filled with blank spaces or vague writing) without your knowledge or consent. Or they can simply take your money with no legal documentation if there is no lease at all. 

What to Do: 

  • Protect Your Information: Before viewing the rental, never give out your social security number, bank account, or debit or credit card information. 
  • Verify the Address and Price: Look up the property and verify that other results (either duplicate listings on different sites or more information about the property) show the same listing with the same seller information. You could also do a public records search with the town clerk to verify the property owner. If the results differ between listings, or if the property is not actually available for rent, it is a sign of a scam. 
  • Verify the Price: Check the prices for similar rentals near the listing to verify that the seller’s price is in line with expected costs. If it seems too good to be true, it is safe to assume that it is. 
  • Seller Reputation: Look at reviews of the seller online to find complaints from former tenants. If words like “scam” frequently appear, avoid the listing. 
  • See the Property and Meet the Seller: Try the view the property and meet the listing agent/landlord either on a video call or, ideally, in person. If the seller refuses, avoid the listing. 
  • Check the Rental Agreement: Try to have someone review your lease for completion and quality before signing, and if there is no written rental agreement, avoid the listing.  
  • Send Your Money Wisely: Whenever possible, insist on paying all fees, deposits, or rent through traceable and recorded forms of payment like a credit or debit card. Only pay after verifying where you’re sending your money. 
  • Websites to Look Out For: Be extra cautious when looking at listings on websites like Craigslist, Zillow, or Facebook Marketplace. These are sites that interested renters frequent and scammers know to target. When using designated vacation rental website like AirBnB and VRBO, look out for sellers requiring payment through external services. 
  • Go With Your Gut: If you don’t trust the listing or if something feels off, avoid it. 

Online Ticket Sales 

This summer, Vermont will be filled with fun, ticketed events that you and your loved ones will be eager to attend. Before buying your tickets, learn these steps to avoid being scammed by fraudulent ticket sellers and keep your summer plans safe from scams.  

Spot the Signs 

  • Prices are Too Good: If most other sellers are listing similar tickets for much higher prices, the ticket you’re considering buying is likely a scam. 
  • Untraceable Payment: Ticket scams will often require untraceable/non-refundable payment methods such as gift cards or wire transfers. Scammers can also pose as legitimate sellers on trusted sites like Ticketmaster but require off-site payment.  
  • Phishing: Emails, texts, and social media messages can be used to phish for personal information through ticket scams. If the email address has a strange or unfamiliar domain name, or hovering over an included URL looks suspicious, it is likely a phishing scam. Scammers might also use lookalike websites (E.g. slightly misspelling  as “Ticketsmarter.com” to appear as the known ticketmaster.com). 
  • Sold-Out Tickets: Though there can be exceptions, sold-out tickets are often used as scams, especially if the seller has very little information available and refuses to meet in person. 
  • Printed or Replicated Tickets: Scammers can print the same ticket multiple times or replicate a bar or QR code on a ticket being resold. If there is no secure digital form of the ticket, or if the seller included photos of the ticket with a visible barcode or QR code (even if crossed out), it is likely a scam. 
  • Fake Support Numbers: Scammers can create a website or ad with a fake customer support number for real ticketing services. These numbers may appear as the top results when searching for support from specific companies. Once called, these scammers will pretend to be agents with the company and ask for your personal information.  

What to Do 

  • Purchase your tickets directly from official sources like the box office (ex. Flynn Center) or a primary ticketer like Ticketmaster or StubHub (E.g. Vermont Lake Monsters Tickets) 
  • Whenever possible, use traceable forms of payment and pay directly to the ticketer. Avoid third-party payment or unconventional payment methods like peer-to-peer payment (PayPal, Venmo) gift cards or cryptocurrency/kiosks. 
  • Be cautious of ticket customer support numbers you find online. Fake numbers for well-known companies like Ticketmaster, are often used to scam customers seeking support online. 

Family Emergency While Vacationing 

With increased travel of family members during summer months, family imposters may strike. Scammers can pretend to be a relative in an emergency – in need of money immediately because they’ve been stranded, or in an accident while traveling. Know the signs so you and your real loved ones can stay safe from family emergency scams this season. 

Spot the Signs: 

  • Scammers call about a family member in an unlikely but dire situation such as a medical emergency or arrest and need money immediately. They often share specific details that could make the scam more convincing like names and school information. The Federal Trade Commission (FTC) has even warned about scammers using advanced technology such as voice cloning. 
  • They will often ask for money to be sent through untraceable/non-refundable methods such as gift cards. 
  • Common forms of this scam include the grandchild imposter, or “grandparent scam,” in which scammers claim to be one’s grandchild. 

What To Do: 

  • Stay up to date with the information your loved ones are sharing online. Personal information and pictures, especially when shared on public accounts on social media platforms, can be stolen and used by imposter scammers. 
  • Create a secret code to use among family members in cases of emergency.  
  • Keep trusted contacts of loved ones in an easy to locate place. 
  • Never send money parties you can’t verify 
  • If the scammer threatens to come to your house or you are told that someone will come to pick up the money, do not answer your door and call the police. 
  • Establish a family plan now, before contacted. Plan to go S-L-O-W: 

Slow down and calm down. Scammers will try to spike your emotional response with emergency situations requiring immediate reactions. Take your time to verify the legitimacy of the situation. 

Log the contact. Write down the information of whoever contacted you and disengage. 

One call. Call either the number you know to be the person the scammer is impersonating or call a trusted contact. A trusted contact should be someone you can meet/have met in person. 

Warn others: Help others to identify scams by reporting them.  

If you notice a scam, disengage and report. Report scam encounters to FBI Internet Crime Complaint Center at ic3.gov. If you sent money, contact the financial institution right away. The Consumer Assistance Program at the Vermont Attorney General’s Office is your Vermont resource for scam prevention and information.  

Buying Eclipse Day Eyewear

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As we get ready for Eclipse Day, before you gaze at the sun, take a moment to double-check that you have the proper eyewear. Not all “eclipse glasses” claiming to meet specific safety standards and ISO compliance requirements will be safe for viewing the sun.

Before you look at the sun, look at your eyewear. Not all "eclipse glasses" will be safe. Check the AAS's supplier list: blog.uvm.edu/cap/buying-eclipse-day-eyewear

Counterfeits will be sold, particularly on well-known online sale platforms. For this reason, the American Astronomical Society (linked from NASA) has compiled a list of “suppliers of safe solar filters & viewers.” On their website, they relayed that in 2017, they had advised for people to simply look for compliance markers, like that ISO 12312-2 international safety standard was met, however found “…the marketplace was flooded by counterfeit eclipse glasses that were labeled as ISO-compliant when in fact they had not been properly tested and shown to be safe” (AAS.org).

Before buying online, checkout the supplier information against the AAS’s approved list. If you opted to purchase your glasses from a local vendor or obtained a coveted free pair from a library, school or employer who may have placed an online bulk order, verify the supplier information printed on the product or ask the organization about the company that produced the glasses.

May you have clear skies and safe viewing on Eclipse Day!

Attorney General Clark Marks Consumer Protection Week with Top Ten Consumer Complaints of 2023

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Office Saves and Recovers More Than $1.89 million for Vermont Consumers

In recognition of National Consumer Protection Week, Attorney General Charity Clark announced the top 10 consumer complaints received by her office’s Consumer Assistance Program (CAP) in 2023. Claiming the list’s top spots are consumer complaints involving vehicles, home improvement, and retail, which collectively represent 43 percent of all complaints filed in 2023. Attorney General Clark also today released CAP’s 2023 Annual Report in which the program details its record-high recoveries and savings for Vermont consumers, totaling more than $1.89 million.

CAP Annual Recoveries: $195K in 2018, $709K in 2019, $443K in 2020, $242K in 2021, $455K in 2022, $1.9M in 2023.

“Vermonters should know that they have rights as consumers. If you have a complaint to make, the Consumer Assistance Program is here to help,” said Attorney General Clark. “Every day, CAP helps consumers and businesses reach mutually beneficial resolutions without having to go to court. I am both proud of and inspired by their service.”

CAP is a 42-year-old program based at the University of Vermont in partnership with the Attorney General’s Office. The program’s primary goal is to address consumer problems in Vermont, which it does through its mediation service, outreach, and education. Staff, with the help of service-learning students, manage informal inquiries, provide referrals to resources, and engage in mediation of consumer complaints. In 2023, the program responded to 8,200 contacts, including reports of scams, and provided extensive mediation services on 1,251 consumer complaints.

While the top 10 consumer complaints of 2023 remained largely the same as those of 2022, there was a noticeable difference in fuel disputes reported last year. Fuel complaints slid down to the number 10 spot from number four in 2022. In 2023, CAP responded to 71 inquiries from fuel providers and consumers about the application of the “Propane Rule” – a consumer protection rule enforced by the Attorney General’s Office. The reduction in written complaints can be attributed to efficiencies implemented by CAP in 2023, which allowed staff to resolve complaints involving fuel more quickly and in real time thus removing the need for letter mediation. This improvement reduced the number of submitted complaints overall to 58 compared to 2022’s 120. A total of $34,813 was recovered in this area, resolving complaints about propane refund and tank removal delays, and nine consumers were able to have their heating services restored due to CAP’s intervention.

VT's Top 10 Consumer Complaints of 2023 - Motorized Vehicles 254, Home Improvement 173, Retail 120, Health/Medical 101, Home Furnishings 95, Entertainment 81, Banking/Credit/Finance 68, Services 65, Housing and Real Estate 60, Fuel 55.

This year, like last, the top complaints reported to CAP were auto and home improvement complaints. CAP has made great strides in addressing the issue of home improvement by hiring a home improvement specialist in July of 2023. In the first six months on the job, the home improvement specialist recovered or saved Vermont homeowners more than $400,000.

More businesses are utilizing CAP’s mediation service as well. In Vermont, businesses can be considered consumers too under the Consumer Protection Act. Complaints filed by businesses increased from 53 in 2022 to 77 in 2023 with a 45 percent increase occurring between 2022 and 2023.

Vermonters experiencing consumer problems should contact the Consumer Assistance Program for help. The program is a useful resource for resolution and complaints filed help to identify problem trends in consumer areas. The CAP data is reviewed by the Vermont Legislature when considering consumer protection laws, for enforcement by the Attorney General’s Office, and for consumer education and outreach. Reach CAP by calling 1-800-649-2424 or online at ago.vermont.gov/cap.

A chart and table containing the Top 10 Complaints of 2023 is available here.

Learn about the Top 10 Consumer Complaints and CAP’s Annual Report on Across the Fence:

Across the Fence – 03/04/2024 Consumer Protection Week with VT AG Charity Clark

Home Repair Basics: Introducing CAP’s Home Improvement Specialist

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By Gabriel Taylor-Marsh

Picture of Gabriel Taylor-Marsh in a red jacket.
Gabriel Taylor-Marsh, Home Improvement Specialist at the VT Attorney General’s Consumer Assistance Program

It can be difficult to get ahold of the right contractor for your next home improvement project. I am here to let you know that I want to help. I am Gabriel Taylor-Marsh, Home Improvement Specialist in the Vermont Attorney General’s Consumer Assistance Program.

I share important information every day to help homeowners and contractors throughout the home improvement process, whether there is a question about steps to take before hiring a contractor, or when inquiries arise from a contractor about their in-state registration requirements. I am also here when problems arise and provide telephonic/letter complaint mediation between homeowner and business parties.

In short, I want you to have a great home repair experience. If you are getting ready to have work done on your home, there are things you can do now to find and then hire a contractor. Follow the below checklist and visit our website to learn more: https://ago.vermont.gov/cap/home-improvements

HOme repair how-to checklist

1.    Use Vermont contractor registries to make an informed decision. Contractors: 
       – Registered as a contractor with the Secretary of State agree to meet Vermont professional standards.
       – On the Home Improvement Fraud Registry have been convicted of home improvement fraud.

2.    Ask for recommendations from your community – friends, neighbors, family, co-workers.

3.    Once you identify a contractor you are considering for your project, do more research.
       – Lookup complaint history online, using the name of the contractor and “scam” or “complaint” in your search.
       – Contact the Consumer Assistance Program (CAP) and ask if they have complaints filed against the contractor you are considering, the timeframe and the nature of the complaints. 
       – Review Better Business Bureau complaint history. 

4.    Ask the contractor to show you their active registration and insurance policy.

5.    Get quotes from 2-3 other reputable contractors. Quotes should include the expected payment timeline (ideally with a deposit of no more than 10-30%) and ask for references from prior jobs.

6.    Make sure all project expectations are in writing; request a written contract or estimate and do not sign anything you do not agree with.
– DO NOT pay all at once! Request an invoice and offer to pay at completion, by installment, or with a reasonable down payment for labor and materials.

Once hired, keep track of all invoices, bills and communication between you and your contractor. 

Please reach out to me directly with any questions you may have: https://ago.vermont.gov/home-improvement-specialist-bio

Buying a New Car from a Dealership? Read This First

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By Henry Leopold, CAP Service-Learning Intern 

Cars are both an important transportation resource and, sometimes, an extension of a personal identity. Consumers may be eager to buy a new car after long periods of saving. Usually buying a handful of cars in their lifetime, consumers are at a disadvantage to dealers, who sell cars every day. There is an emotional component to buying a new car that consumers should be aware about.  

Helpful Hints: Buying a New Car. 1. Do detailed research. 2. Get a thorough test drive. 3. Get representations in writing. 4. E-sign is not required. 5. Stay alert throughout signing.

Online Research: Using the Internet as your tool, research different makes and models that have the features you are looking for. Once you have a car in mind, look up the Manufacturer Suggested Retail Price (MSRP), which is the manufacturer’s recommendation on vehicle pricing. You can usually find this information on the manufacturer’s website. Also check pricing through online forums, such as Reddit, where many consumers post about their experiences with different cars. Don’t take everything you read from other consumers as fact. Gather information that will help you make an informed decision.   

Test Drive: Once you have a clear idea of the car you want, it is time to go to the dealership. Make clear to the salesperson what you want to try without expressing your interest in buying. If you share how much you like the car, or are excited, salespeople may seek to capitalize on this knowledge when negotiating. Try to stay calm and neutral to help get the best deal.  

Trust your own research over verbal representations. After selecting a car, you will move on to the paperwork, a process which can feel cumbersome for consumers. People tend to relax after selecting the car they want, which is a huge choice. Stay alert throughout the signing.  

Most people do not buy new cars frequently, but a salesperson sells cars every day. Because of this, they are better at selling than you are at buying. One very common strategy used in car sales is to stretch out the car deal. This can be exhausting for the consumer, making it harder to make thoughtful decisions. 

You may be asked to provide an electronic signature on a tablet or computer. This can be problematic as you may not see or comprehend the document. It is easy to miss key facts when reading on the digital screen. You can ask the salesperson to print out any contract you are expected to sign and read the contract carefully. You have the right to get printed documents before you sign, as well as to choose to sign in writing.  

If financing with the dealer, be careful to avoid “yo-yo deals,” where the dealer reserves the right to cancel the agreement and re-finance at a higher interest rate and payment. Sub-prime auto loans often have high interest rates and prepayment penalties for paying off the loan early. Getting pre-approved by your bank—or even having your bank pay with the auto as collateral with a bank auto loan, is also an option.  

If you have experienced an issue in car buying, contact the Consumer Assistance Program.  


This piece is one in a series of Helpful Hints brought to you by the Consumer Assistance Program’s (CAP) service-learning interns. UVM undergraduate students make significant contributions to our program and Vermont through their participation in our service-learning lab, where they learn about consumer protection while honing their professional skills.   

Please note, the information herein is provided for educational purposes and does not constitute legal advice. Consumers with general consumer questions should contact CAP for more information or seek private counsel from an attorney for legal advice.   

References: 

FDIC – Electronic Signatures 

Federal Trade Commission 

Investopedia – Subprime Auto Loans 

NPR – Yo-yo Sales