Tag Archives: propane

AG DONOVAN ANNOUNCES TOP 10 CONSUMER COMPLAINTS OF 2021

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BURLINGTON – In recognition of National Consumer Protection Week, Attorney General T.J. Donovan announced the top 10 consumer complaints received by the Consumer Assistance Program (CAP) in 2021. CAP, a partnership between the Attorney General’s Office and the University of Vermont, offers a free mediation service for Vermont consumers, including small businesses. In 2021, CAP received 1,173 complaints and recovered more than $240,000 for Vermont consumers. Claiming the list’s top spots are complaints involving vehicles, retail, and home improvement, respectively – representing approximately 44 percent of all complaints filed.           

“I want to thank CAP for the services they provide to Vermonters. Whether they are resolving a consumer complaint, helping a Vermonter get a refund, or providing guidance to a victim of identity theft, CAP is always there to help. I encourage all Vermonters with a consumer complaint to reach out to CAP for assistance.

Attorney General T.J. Donovan

 The following are the top 10 consumer complaints received by CAP in 2021:

RankConsumer Complaint IssueNumber of Complaints
1Motorized Vehicles Common issues included defective merchandise; failure of state inspection; misrepresentation; and unsatisfactory service/repair.199    
2Retail Common issues included failure to deliver; refund policy/refund disputes; defective merchandise; and unsatisfactory service.187
3Home Improvements Common issues included unsatisfactory service/repair; criminal home improvement fraud concerns; failure to perform; improper installation; and deposit refund dispute.132  
4Health/Medical Common issues included unauthorized billing; excessive estimate/charge; and defective merchandise.83  
5Fuel Common issues included pricing complaints; refund delays; propane tank removal delays; billing disputes; contract disputes; and safety concerns.81
6Housing and Real Estate Common issues included landlord-tenant issues; security deposit disputes; and warranty of habitability disputes.77
7Banking, Credit and Finance Common issues included debt collection; credit reporting disputes; and financing/loan issues.67
8Home Furnishings Common issue included defective merchandise, often involving new appliances.59
9Athletics Common issues included refund policy disputes for seasonal passes, and failure to deliver services.30
10Delivery, Moving and Storage Common issue included delayed deliveries.29
CAP’s Top 10 Consumer Complaints of 2021

            Though not represented in the list of consumer complaints, scams continue to be of concern to Vermonters. Earlier this year, Attorney General Donovan released the top 10 scams reported to CAP. In 2021, CAP received 5,154 scam reports, up slightly from the previous year. New twists on old scams involving computer tech support and fraudulent online listings represented nearly a quarter of all reports filed by Vermonters. More information on stopping scams is available at ago.vermont.gov/cap/stopping-scams/.

            CAP offers a free mediation service to all Vermont consumers, including small businesses. If you are a consumer in need of assistance, please contact CAP by calling 1-800-649-2424 or visiting ago.vermont.gov/cap.

Winter in Vermont: Fuel Costs and Staying Warm

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As Vermonters, we are familiar with cold temperatures. It gets cold here in the winter. Propane tanksThat’s why access to heat is so important. The Vermont Attorney General’s office is charged with seeing that companies remain in compliance with Consumer Protection Rule 111: Regulation of Propane. Our Consumer Assistance Program (CAP) receives propane complaints each year. Since 2011, there has been an overall decline in propane complaints which is good news.

However, Vermonters contact us more and more about heat insecurity and their inability to afford the lowest cost delivery option of fuel. The Vermont Department of Health recently warned that between 2008 and 2016, 26 Vermonters died from hypothermia. That is 26 too many. VDH advises “Hypothermia happens when your body temperature is abnormally low. It is caused by being in cold temperatures for an extended period of time…Older adults, infants and people with chronic medical conditions are especially susceptible to hypothermia, even after relatively short exposure to cold weather or a small drop in body temperature.”

When consumers can’t afford the cost of fuel or energy to heat their homes, there is a severe risk of hypothermia, especially during such cold winters here in Vermont. People often turn back the dial on their thermostats in order to preserve fuel to forgo the added expense. The CAP hotline has heard stories of families in need of fuel, living on low to no heat in the middle of winter. Lack of fuel is beyond a consumer protection issue; it’s a health risk.

Fuel Truck in the WInter

If you or someone you know is having trouble affording heat this winter, here are some programs that can help: Vermont has the Low-Income Home Energy Assistance Program as well the WARMTH Program to help. We encourage people who need heat to seek out Vermont Fuel Assistance. Vermonters can call 1-800-479-6151, visit their local Department of Children and Families or Community Action.

Don’t qualify for fuel assistance? Your Community Action office may have a supplemental program, like Fuel Your Neighbors that may be able to help. Also, check with your fuel dealer. The Vermont Fuel Dealer’s Association has “Split the Ticket Program” that delivers free heating fuel to individuals through donations from fuel dealers, local businesses, organizations, and private donors.

For those who agree that going without heat in Vermont is unconscionable, please consider making a donation to support your neighbors in need. Can’t afford it? You can commit to performing wellness checks on people who you suspect may be keeping the dial back. Your neighbors will appreciate the warmth.

Contributing Writer:  Crystal Baldwin