As Vermonters, we are no strangers to cold temperatures and snow-filled winters. Winter can be long and cold, with temperatures ranging from single digits to below zero. This is why home heating is essential, especially during the colder months of the year. Currently, we are in the middle of heating season, which occurs every year from November 1st to April 15th. Heating season is one of the busiest times of year for heating fuel providers.
Whether it be the snow causing delays on the road or preventing trucks from safely accessing your tank to tight schedules for deliveries, here are some tips that could potentially avoid delays in your delivery of heating fuel:
Making a Plowing Plan
Be aware of upcoming weather events that may affect your expected delivery. If you are expecting a delivery during a snowstorm or after snowfall, make sure your driveway is adequately plowed and sanded so the truck can safely drive up to your tank. Live on a private drive? Call your provider to make a plan to ensure the delivery can occur as scheduled.
Calling Ahead
Keep an eye on your tank gauge during the colder months, regardless of your delivery status. For example, if you are on will call, it is generally recommended to call your provider while your tank is between 40-30% full. However, each provider may have their own requirement, so check with your provider to see when a delivery should be scheduled.
Having a tank at 10% can make you vulnerable to running out of heating fuel, especially during heating season when your providers’ delivery schedule can quickly fill up. Waiting to schedule a delivery may result in an emergency delivery fee or special trip charge to avoid a no heat situation.
Shopping Around
If you own your tank and do not have a contract with a specific provider, you may be able to call other providers. For example, No. 2 fuel gives you the ability to contact other providers in your area if your usual provider cannot schedule you. On the other hand, propane can be different. If you are looking to switch providers, this may require a tank swap. Vermont has specific protections for propane customers when requesting termination of service from your provider. Call CAP for more information.
Still having trouble with a delivery? Call CAP at (800) 649-2424 or email us at AGO.CAP@vermont.gov.
If you or someone you know is having trouble affording heat this winter, there are programs in Vermont that may be able to help. Please see our past Staying Warm This Winter post for additional information.
The Vermont Attorney General’s Office enforces a Consumer Protection Rule (CP 111) specific to the regulation of propane. Propane consumers are entitled to, among other rights: the disclosure of fees before service begins, notice of changes to fees or new fees, notice prior to a change in credit status, and certain protections for disconnections.
Have questions about the Consumer Protection Rule (CP) 111? Call CAP at (800) 649-2424.
CAP provides a letter mediation service for consumer issues facing Vermont residents. If you have experienced an issue with your home heating provider, contact the Consumer Assistance Program.
Auto complaints are a top complaint received by the Consumer Assistance Program every year. Cars are both an important transportation resource and, sometimes, an extension of personal identity. Outside your home, a car purchase may be one of the most expensive purchases a person may make. 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 car that consumers should also be aware of – this is true of brand-new cars, or “new to you” used vehicles that may have had previous owners.
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 new 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 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 documentsbefore 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.
For used cars: ask for a Car Fax report or other documentation showing its driving history; check the odometer disclosure statement. A new Vermont law also requires used car dealers to provide an inspection disclosure (meaning: the dealer is required to tell you when the vehicle was last inspected, how long until inspection is due, and that you have a right to have it inspected before you purchase). This is an important new consumer protection because instead of paying for a used car, only to find out three months later that it may be deemed “un-inspectable” (or require more money for repairs before it passes inspection) ensures that you have full information and know your rights before making a purchase.
This piece is adapted from an earlier edition, “Buying a New Car” brought to you by one of 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.
Next time you’re sitting by the fire, enjoying your favorite seasonal beverage, why not take a moment to start thinking ahead about that roof repair, bathroom renovation, or other home improvement project that you’ve been delaying?
It might seem counterintuitive or maybe it’s just not on your mind while there is two feet of snow in your driveway. A few key considerations might make you think twice about further delaying a call to a contractor and getting on their schedule.
In Vermont, contractors and other home improvement specialists are in high demand during the prime building season (summer/fall) and can book several months in advance. So, call now and get on their schedule early.
Gabriel Taylor-Marsh, our Home Improvement Specialist, encourages you to “Be preemptive, proactive and forward thinking about your next Home Improvement Project.” He welcomes folks to contact him directly at the Consumer Assistance Program to learn about best practices in hiring your next contractor. He says, “Making the right investment into your home will save you time, money and resources down the line.”
Thinking ahead to your spring/summer home repair project will help to ensure that you will have enough time to check off every step of the Home Repair How-To Checklist on the Attorney General’s website (https://ago.vermont.gov/home-improvements), including checking contractor registration and obtaining quotes from three contractors.
Planning ahead in the winter months will help to set you up for the smoothest possible project. You may not be able to predict every bump in the road. However, if you do your due diligence as a consumer and start shopping around early, you could set yourself up for less delays, and a smoother experience overall.
For more home improvement tips and information, including energy project considerations, visit the AGO’s website home improvement page. If you have further questions, call our Consumer Assistance Program to speak with our Home Improvement Specialist.
Did you know that scammers have a 40+ page “playbook” that they use to spark romantic interest? It is equipped with charming come-ons and jokes to make you laugh. Their play? Flattery and laughter can bring on your feel-good emotions, which helps make it easier to fall in love. This knowledge can help you question whether a person seeking connection online is genuine admirer, or a scammer.
Do you know what else brings on feel-good emotions? Gifts. Scammers have a new move: send an unexpected package addressed to you at your home from an unknown sender. With the day of love celebration around the corner, when you receive such a gift you may think you have a secret admirer. Sadly, this is another scam trying to get your information. When you open the package, a note says it is a gift, but it still doesn’t say who sent it. You really want to know if someone out there thinks you are awesome. Conveniently, there is a QR code. The QR code leads you to a website that phishes for your personal information or exposes you to malware and hackers.
QR codes are easy to scan, and they lead you straight to a website of choice. This can be useful when working with legitimate sources, but harmful when linked to the unknown.
Always think twice before scanning a QR code.
Only scan QR codes from sources you trust.
When using QR codes, be especially suspicious when the scan displays an unknown website address and when website addresses are hidden, such as when a URL shortener is used (Bitly, TinyURL, Ow.ly, etc.).
Did you receive a gift that did not include a QR code or any information about the sender? I am sorry to say that this is still likely not an admirer. Scammers that find your address or other personal information online might send you unsolicited products to use your name to make online reviews to support a disreputable company. This is concerning because it means your information is compromised and unsuspecting consumers will make purchasing decisions based on lies.
If your personal information has been compromised, review these helpful tips from the FTC:
If you scanned the QR code and entered your credentials, like your username and password, into a website, change your password right away. Create a strong password that is hard to guess and turn on two-factor authentication.
If you’re concerned someone has your personal information, get your free credit report at AnnualCreditReport.com. Look for signs that someone is using your information, like accounts in your name you don’t recognize.
Also review your credit card bills and bank account statements and look for transactions you didn’t make. And consider taking other steps to protect your identity, like freezing your credit or putting a fraud alert on your credit report.
If you think someone stole your identity, report it, and get a personal recovery plan at IdentityTheft.gov.
And what about the package? It sounds like it was a gift (ftc.gov).
Want to know more about scams? The Consumer Assistance Program is your local Vermont resource for scam prevention information: ago.vermont.gov/cap or 1-800-649-2424
Vermonters made a total of 3,533 scam reports to the Attorney General’s Consumer Assistance Program (CAP) in 2024. Leading the list was the “Computer Tech Support” scam, totaling almost 30% of the top scams reported. This scam tricks people with sudden alerts about alleged computer issues, such as expiring antivirus software or malware infections. Variations also include fake messages to the consumer’s phone or email about packages or unauthorized orders. Noticeably, this marks the fourth consecutive year this scam has ranked as the most reported.
The email extortion scam has returned to the list after a four-year hiatus. These troubling emails threaten to release personally compromising photos and information. A new and disturbing twist on this scam is the emails include screen-captured images of the recipient’s home from online map services to further unsettle recipients and pressure them into complying with the scammers’ demands.
“Educating consumers is the best way to protect Vermonters from scams,” said Attorney General Clark. “With most scams originating overseas, they are incredibly difficult to shut down. These are the top scams to look out for.”
More information about scam prevention strategies and other resources can be found on the CAP Connection blog, at Attorney General Clark’s social media sites, and by signing up for VT Scam Alert System scam alerts. To sign up, visit CAP’s scam prevention website. Roughly 9,000 Vermonters have signed up to receive alerts.
The VT Scam Alert System was previously established through a partnership with Vermont Emergency Management that granted the Attorney General’s Office permission to manage a contact list and issue alerts utilizing limited features of the Vermont Alert system. VT-ALERT is the state’s notification system for emergencies, severe weather, roadway interruptions and hazards, environmental hazards, and more. This year, the Attorney General’s Office and VT-ALERT are strengthening this partnership by merging the existing VT Scam Alert System with the well-established VT-ALERT system.
“Vermonters have long relied on Vermont Alert to notify them of floods, hazardous travel, local boil water notices, and countless other issues that impact their lives,” Vermont Emergency Management Director Eric Forand said. “Scam alerts will add a layer of protection of Vermonters’ financial security for those who choose to receive them.” Attorney General Clark thanked Vermont Emergency Management for their partnership.
In the future, whenever someone signs up for VT-ALERT, they will have the option to choose to receive notifications about scams among the list of options. VT-ALERT’s 72,000 existing users can also update their preferences to add scam alerts.
Attorney General Clark reminds Vermonters to report scams and get support if you or a loved one falls victim to a scam by contacting her Consumer Assistance Program. Call 800-649-2424 or email AGO.CAP@vermont.gov.
The Top 10 Scams of 2024:
Top 10
Scam Type
Reported Totals
1
Computer Tech Support
645
2
Identity Theft
324
3
Law Enforcement Imposter
276
4
Medicare Card Phishing
184
5
Relationship Imposter
145
6
Fake Websites/Online Listing
142
7
Email Extortion
141
8
Sweepstakes/Lottery
128
9
Deceitful Solicitation
126
10
Bank-related Phishing
112
Vermont’s Top 10 Scams of 2024 by Number of Scams Reported
Total Reports in the Top 10: 2,223
Total Number of All Scams: 3,533
A chart containing the Top 10 Scams of 2024 can be found here.
A complete overview of the Top 10 Scams of 2024, including how to spot them, is available here.
The scam: You receive a phone call, pop-up, email or text message on your computer claiming to be a well-known company; sometimes it’s a tech company like Norton, Apple, or Microsoft, or it’s Amazon saying your credit card has been charged, or there is a package delivery delay. They will urge you to contact them due to a problem: your electronic device has a virus, your device security subscription has been automatically renewed, or you have been charged for services you did not receive or request. You may be prompted to click a link or call a number to contact. They will try to persuade you to give remote access to your device to fix the problem and sometimes will even ask for immediate payment for their services or have you login to your online bank account to initiate a transfer.
How to spot the scam: Companies will not call with tech support unless you request that they contact you. Legitimate tech support companies do not display communications to their customers as random notices or alerts on your device. Tech support will not call you to warn you about security incidents, that your account has been renewed for a subscription you do not recognize and will not send you random links with instructions for you to click on URLs. If you receive a package that you do not recall ordering, check your statement history to see if you have been charged. Packages without a return address are highly suspicious.
What to do: When contacted about a supposed business relationship, take steps to verify, especially if you do not remember purchasing the products/services. Never click on links or provide remote access to your computer from an unknown sender or pop-up message on your device’s screen. If you receive a pop-up message you cannot click out of, shut down, restart, or unplug your device. If you get a call from “tech support”, hang up. Also, be careful when searching for tech support online. Some users have been scammed by calling inaccurate phone numbers listed online. If you are concerned about charges made to your accounts, log in to your account directly and contact your financial institution. If you receive a package that you did not order, write “return to sender” on it and give it back to the mail carrier.
The scam: Your personal information is compromised and may be used for another’s financial gain. This can look like: an unauthorized charge on an account, receiving a letter about a new account opening or a data breach notification. You might stop receiving legitimate bills and other mail or start to get bills for products and services that you didn’t arrange. Accounts you are not familiar with may be listed on your credit report.
How to spot the scam: Beware of communications denoting unexpected bank transactions, credit card or benefit applications. If your expected bills are not showing up, or you are receiving correspondence in someone else’s name, report it.
What to do: Don’t give out personal information, such as your Social Security number, passwords, personal identification numbers, and financial accounts. Review your credit reports at least once a year. (You can access your credit report for free). Carefully check bank account statements and benefits to verify transactions. Shred documents and expired credit cards before you throw them out. Verify security breach notification letters received on the Attorney General’s website. If your information has been stolen by an identity thief, take identity theft protection steps. You can safeguard your financial information by placing a credit freeze on your credit report.
Law Enforcement Imposter
The scam: You receive a phone call unexpectedly, claiming to be a police officer, sheriff, U.S. Marshall, or similar. The caller will claim there is outstanding legal action. They may claim you have missed jury duty or there is a warrant for your arrest, for example. When you engage, urgent payment is demanded to make the problem go away, or you may be asked to fill out a detailed personal inquiry form. Payment does not solve the supposed problem, and they keep calling.
How to spot the scam: Law enforcers do not warn you ahead of time about a pending warrant or arrest. Legal action follows standard due process and there is a lot of paperwork, typically delivered by mail or served in person. For jury duty assignments, you first must be selected through a process called a jury draw that occurs at the courthouse.
The scam: Scammers will call, often with a live call and from a spoofed caller ID number and pose as Medicare representatives to gain your personal information and money. These scams are most frequent during times of open enrollment but can occur year-round. The scammers will state they need your Medicare card number or Social Security number to keep your coverage active and verify medical information. The calls may also claim that coverage is expiring or in need of renewal. Scammers will also ask if you received a “new Medicare card.”
How to spot the scam: In general, Medicare cards do not expire. Unless you have called Medicare using the 800 number on the back of your card and requested a callback, Medicare will not call you. Medicare representatives will never call you in an attempt to verify your information, sell you products, tell you that your coverage is expiring, or to issue you a new card.
What to do: Never provide your Medicare number or other personal information and payment to unknown callers. In Vermont, representatives of the State Health Insurance Assistance Program (SHIP) at 1-800-642-5119 through local Area Agencies on Aging can help address Medicare questions. Other questions and concerns about Medicare coverage can be directed to Medicare at 1-800-MEDICARE.
The scam: Scammers pose to be someone you trust and pretend to be in a crisis to convince you to send them money. They may also ask you for a favor. These scammers pose as grandchildren, friends, relatives, budding romantic partners, and other close contacts. Scammers impersonate people you adore and play on your fears to have you send money urgently. After the initial contact, you may be redirected to a lawyer or parole officer. Sometimes the voices in the phone call sound like relatives due to scammers utilizing artificial intelligence. In-person couriers may also come to retrieve funds.
How to spot the scam: Contacts come in as calls, emails, or online messages. Sometimes it’s someone you haven’t heard from in a while. They require urgency and ask for secrecy. You may be instructed not to speak to your loved one on the phone. For new relationships, they have excuses as to why they can never meet in person, they won’t video chat with you when you would like, they have a pressing need for financial help (at any point in the relationship).
What to do: Take steps to verify. Check out if they really are who they say, even if they sound like a loved one. Slow down your response and contact someone you trust to verify if there is an emergency. You can also choose a “code word” with friends and family to verify the person is who they claim to be. If they don’t know the word, they are not your friend or family member. Do not give money to in-person couriers. For new online relationships, involve your inner circle as a sounding board. Use existing image search tools to find out more about the person, such as whether the profile is duplicated. Ask for candid, uncommon photos to be taken and sent in the moment and don’t trust fuzzy, or alterned pictures.
The scam: Fake websites or phony listings draw you into a purchase that is enticing. Listings may include online storefronts, Facebook Marketplace and Craigslist posts that don’t deliver after payment has been made, cheap pet sales, and websites with steep discounts. This scam can also appear in online rental listings as well as target online sellers.
How to spot the scam: Be skeptical of unrealistic offers. Watch out for requests for money in any form when not made in person. Scammers likely will not want to talk on the phone or meet in person. Heed warnings in user reviews and other online commentary.
What to do: Investigate the person/profile of the seller. If their profile is new and they have no friends and photos, they are likely a scam. Verify the website URL is the actual business’ site and not a copycat. Research new websites you are considering doing business with by looking up online reviews and business registrations, taking note of how long the company has been operating. Perform online searches of the business with “scam” and “complaints” to see if issues generate. For classified-type listings, complete your transactions in cash and preferably at a safe place in person.
The scam: You receive an email, and sometimes a text message, where the scammer attempts to manipulate you with bribes and threats. In most cases, they will threaten to expose embarrassing content about you online. They may threaten physical harm if you do not comply with their demands.
How to spot the scam: Scammers will use high-pressure tactics to create a sense of urgency, leaving you little time to think or verify the situation. They will demand payment through untraceable methods: cryptocurrency, and crypto ATMs, gift cards, and money transfers.
What to do: If you encounter a situation like this, stay calm and avoid sharing any personal information. Do not engage with the scammer at all. If the email sender is from a friend’s account, contact them by phone and let them know their account has been hacked.
The scam: You will be notified by phone, email, or mail that you won a prize or a quantity of money. In some cases, you will even receive a realistic-looking check – but it is fake! You are instructed to pay fees and give your financial and personal information to claim your prize. They often use a legitimate sweepstakes name, like Publishers Clearing House.
How to spot the scam: Legitimate sweepstakes and contest businesses, like Publishers Clearing House and Mega Millions lottery, will contact you in person if you win a major prize. For prizes under $10,000, the notification is done through certified mail by overnight delivery services (FedEx, UPS). They will not contact you by phone, nor require a payment or processing fee to release your prize.
What to do: If it sounds too good to be true, then it’s not true. You don’t need to pay fees to an entity, whether for processing, shipping/handling, insurance, and taxes, etc., or give your financial information in order to claim a prize.
Deceitful Solicitation
The scam: You receive unsolicited communication with a deceptive promotion. Unreal offers may appear to be from well-known businesses, like Xfinity, DirecTV, or Dish Network. Solicitations may purport affiliation with a charitable cause or make low-ball offers on the sale of real estate, urging recipients to complete an enclosed one-page contract to sign over your home.
How to spot the scam: Beware of unsolicited offers you cannot verify. Be especially weary of offers that ask you to complete the transaction quickly or in one sitting.
What to do: Hang up on unknown callers and let calls go to voicemail. When you receive mailings, take extra time to review by inspecting the details and consulting your personal contacts. Never give over your payment information or sign on the line when you don’t understand the offer or details.
Bank-related Phishing
The scam: You receive an email or phone call claiming to be from a bank or entity that keeps personal identifiable information (PII), like the Social Security Administration. The communication may claim that your account is in danger or has been suspended, or that your card is on hold due to suspicious activity. Emails may also include links to phony websites. Phone calls may claim that there has been fraudulent activity involving your account, and the scammers demand personal information about you and your account.
How to spot the scam: Scammers mask their actual identity by changing the sender’s name to the name of the cloned entity. Look at the email address before opening the email. You will often find an account not affiliated with the claimed entity. Similarly, scammers can spoof phone numbers of real businesses. If you answer a call that appears to be from a company with which you maintain an account and they ask for your personal and/or account information, hang up and call the company directly on a number you trust and verify their attempt to contact you.
What to do: Do not reply to the email or click on any links or attachments included on the message. If you receive a call, hang up the phone. Correspond with entities only using verified contact information, such as information listed on your statement.
Scams Reported by Businesses in 2024
Of the 3533 scams reported to the Consumer Assistance Program (CAP), 191 were submitted by Vermont businesses.
The 5 most common scams for businesses include: Fake orders, utility disconnection threats, imposters of business personnel, government imposters, and business identity theft.
The top scam for businesses to look out for is Order Fraud (fake orders of goods or services):
In 2024, CAP received 65 reports from Vermont small businesses experiencing fake order requests, in which scammers pose as customers initiating purchases. The purchases could be of business’ products, or of the services the business provides. In this scam, businesses are typically offered fraudulent forms of payment (fake checks, stolen credit cards). Sometimes businesses fulfill orders that are never paid for because the scammer’s check bounces, and stolen credit card charges are reversed.
Sometimes, scammers request overpayments to be sent elsewhere, such as when a scammer sends a fake check to cover the cost of a wedding service but sends too much money and asks the wedding vendor to redirect the overpayment to fake wedding vendor by peer-to-peer payment services (PayPal Friends/Family, Venmo), or wire transfer. This year, several Justices of the Peace reported fake requests for wedding officiant services. Scammers similarly targeted realtors by claiming to be property owners seeking a company to help them sell their homes or land. Scammers used actual names listed on deeds, making it difficult for realtors to verify ownership.
To reduce fraud incidents, always use multiple methods to verify the legitimacy of a potential buyer. While it may be difficult, take steps to verify. Especially for large orders, use address verification services, card verification value (CVV) checks, and multifactor authentication for consumer accounts. Do not accept overpayments. Instead, ask for the correct payment amount to be reissued. You never want to be in the position of paying expenses on the consumer’s behalf.
CAP further encourages businesses in Vermont to take the following steps to help prevent scams:
Train Your Employees: Your best defense is an informed workforce.
Verify Invoices and Payments: Check all invoices closely. Never pay unless you know the bill is for items that were actually ordered and delivered. Tell your staff to do the same.
Be Tech-Savvy: Don’t believe your caller ID. Imposters often fake caller ID information so you’ll be more likely to believe them when they claim to be a government agency or a vendor you trust.
Know Who You’re Dealing With: Never send money to parties you cannot verify. Check registration history, recommendations, and confirm contacts by calling. Before doing business with a new company, search the company’s name online with the term “scam” or “complaint.”
Businesses are encouraged to call CAP to report scams, ask questions, and get resources.
