Filing a consumer complaint really can help rectify things

As the state’s primary consumer protection agency, the Wisconsin Department of Agriculture, Trade and Consumer Protection (DATCP) responded to 11,374 written consumer complaints in 2024.

The resulting mediations, enforcement actions and settlements, returned over $23 million to Wisconsin consumers, through refunds and restitutions directly returned to consumers, and civil forfeitures deposited into the state’s common school fund, for the benefit of public education.

The top ten complaint categories of 2024, are the following:

• Landlord-Tenant Issues – With 2,525 complaints filed in 2024, the most common disputes between landlords and tenants reported to the DATCP, include failure to maintain the premises, security deposit returns, unauthorized entry, mold and infestation, inadequate disclosures and unsatisfactory service. Landlords and tenants alike, can learn more about their rights and responsibilities, at LandlordTenant. wi.gov.

• Telemarketing – Telemarketing was registered with 1,513 complaints, of issues including phishing and spoofing, imposter scams, robocalls, harassment and Do Not Call Registry violations. While the complaints in this category have generally decreased over the last few years, that does not mean the calls themselves are decreasing. Instead, consumers are using tools built into the latest cell phones, to reduce those calls. It remains important for consumers to file complaints with the DATCP, as this helps combat illegal telemarketing and scam operations.

• Home Improvement – There were 664 consumer complaints in the home improvement category, with top concerns including quality of work, delays in performance, failure to provide services and materials, failure to honor warranties, deceptive and misleading representations, and failure to disclose lien rights.

• Identity Theft – There were 618 complaints of identity theft received in 2024, an increase over the previous year. The top issue in this category remains online account takeovers, with many of the complaints involving compromised Facebook accounts. Social media profiles being taken over by a bad actor can lead to serious and long-term consequences, as the scammer could use a compromised account to access the owner’s personal finances, take control of their internet-based business or spread the scam to their friends. Other major issues include fraud, data breaches and compromised identification documents.

• Telecommunications – The DATCP received 527 complaints from consumers in 2024, about their telecommunications services. Consumers reported issues about billing disputes, customer dissatisfaction, agreed-upon terms not being followed, deceptive and misleading representations, refund and adjustment policies, and denial of cancellation requests. Consumers should carefully read their contracts and policies, to understand the extent and limitations of the services they purchase, and keep the original documentation for the length of their agreement and service plans.

• Medical Services – Consumers filed 439 complaints related to medical services in 2024, with the top issue in this category medical billing disputes. Other topics include unsatisfactory service and misleading representations. In one 2024 complaint, a consumer was billed $1,900 for a procedure, after being told it would be covered by insurance. However, after DATCP mediation efforts, the mistake was identified and the balance was waived.

• Motor Vehicle Repair – There were 341 motor vehicle repair complaints filed in 2024. Consumers reported issues such as unsatisfactory quality of work, damage and loss of property, failure to honor agreements or perform work, performance delays and charges for work not permitted by the vehicle owner. Following one complaint about a vehicle that was allegedly damaged while in a repair shop’s care, the DATCP mediated a resolution, where the business agreed to waive more than $1,000 in towing costs and cover the full repair bill, which was over $3,000.

• Motor Vehicle Sales (New and Used) – The eighth most common consumer complaint in 2024, concerned sales of both new and used motor vehicles, about which the DATCP received 297 complaints. The most common issues cited in these complaints, were inadequate disclosures, prize notice mailers and untrue, deceptive and misleading representations.

• Travel – The DATCP received 244 travel complaints in 2024. The travel category covers a variety of areas, such as airlines, hotels and lodging, auto rentals and travel service bundles, with common consumer complaints including billing disputes, refund and adjustment policies, failure to provide services, failure to return deposits and unsatisfactory service.

• Motor Vehicle Accessories – Motor vehicle accessories led to 141 complaints filed. Refunds, failure to deliver products, and deceptive and misleading representations, were the top issues reported by consumers.

While the DATCP traditionally announces its top 10 consumer complaints, the agency would also like to highlight other important issues that follow closely behind. Consumers filed many complaints in the categories of entertainment and recreation, warranties and extended warranties, major appliances, timeshares and timeshare resellers, furniture and home furnishings, and medical devices.

Following some of these complaints, the DATCP’s mediation resulted in consumers receiving thousands of dollars in refunds on products and services like timeshare memberships, malfunctioning refrigerators and concert tickets.

The DATCP receives tens of thousands of requests for assistance and resources, every year, through written complaints, inquiries to the Consumer Protection Hotline, free presentations on consumer protection issues and more. The consumer protection team assists the public every day, with many more issues not listed above.

Whether mediating a dispute between a consumer and a business, investigating, educating the public, or guiding consumers on scam or identity theft recovery services, the DATCP’s mission is to serve Wisconsin consumers. The agency’s Bureau of Consumer Protection is ready and able to help – however necessary.

For more information and consumer protection resources, or to file a complaint, visit ConsumerProtection.wi.gov, or call 800-422-7128.