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.

We serve the following communities:

Acton, Ashland, Bedford, Carlisle, Concord, Framingham, Holliston, Hopkinton, Hudson, Lexington, Lincoln, Marlborough, Maynard, Natick, Sherborn, Stow, Sudbury, Wayland

“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

Types of Cases

“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

  • 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?

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. 

Local Consumer Program Blog

TESTIMONIALS

New Blog

“I would strongly recommend mediation to others in dispute.  This process was extremely helpful and professional.”

“Outstanding professionalism. The mediator was very smart, neutral and very helpful. Because of the mediator we were able to avoid litigation and arrive at an agreement. Highly recommend.”

“Our mediator was very kind, professional and on point. A great help! Much more civilized than the courtroom.”

“Our mediator was exceptional in her ability to keep both parties calm and on course with the process.”

“We had many moving pieces, they kept track and helped us get through it all. They made an emotional, hard, complex process relatively easy. Thank you.”