WHAT IS IT?

WHAT IS THE AGO CONSUMER PROTECTION PROGRAM?

The MetroWest Mediation Services AGO Consumer Protection Program is a program designed to effectively resolve consumer complaints with businesses. We are a part of a state-wide network of organizations who work in cooperation with the Massachusetts Attorney General’s Office. We provide free and voluntary resolution services on behalf of consumers when they have a dispute or problem with a business. We also provide consumer protection information and resources to enrich the community.

Acton, Ashland, Bedford, Carlisle, Concord, Framingham, Holliston, Hopkinton, Hudson, Lexington, Lincoln, Marlborough, Maynard, Natick, Sherborn, Stow, Sudbury, Wayland.
- Defective products;
- Car sales and financing;
- Auto repossession issues;
- Debt collection;
- Warranties;
- Retail Sales;
- Credit
- Contracts;
- Identity Theft
- Mortgage servicing and loan modification;
- Home improvement contract issues;
- Utility bill disputes;
- Shut off of unregulated utilities; and
- Issues specific to immigrants, veterans, homeless and elder residents.
If your complaint is with an individual (not a business), or has already been filed in court, you may want to consider our mediation services.

HOW DO I GET STARTED?

1

First, the individual needs to file with the Attorney General’s Office (AGO):

File a complaint online: https://www.mass.gov/how-to/file-a-consumer-complaint

OR

Print out a copy of the consumer complaint form and mail it to:

Office of the Attorney General
Consumer Advocacy & Response Division
One Ashburton Place, 18th Floor
Boston, MA 02108

Complaint forms can also be requested by calling the AGO’s Consumer Hotline at
(617) 727-8400 between 10AM - 4PM on Monday - Friday.

2

Second, the AGO will send and refer the complaint to a local consumer program, which we may receive if the individual or entity (resident, consumer or business) is within the Metrowest area. However, there is no guarantee we will receive it.

3

Third, once we receive the complaint from the AGO we will reach out to the respective individual or entity directly to begin intake on the case.

“I wanted to put in a few good words for [my MetroWest Mediation consumer specialist.] She helped me resolve a case and get my money back from a door installer that did a horrible job. She was terrific, right to the point and very efficient. You have someone there that is a gem. Thank you for letting her work with me. ”

— Consumer

“Just wanted to reach out and let you know how pleased I am with the process of reporting my consumer complaint to your office. [The Consumer Specialist] was great at helping to get the appropriate attention of [the business] and through his communications that he sent [the business] they agreed to speak to me. [The business] has now agreed to reimburse me for the damage done during install... I will be sure to encourage others to use the Attorney General’s Office for similar such complaints.”

— Consumer