Consumer Services: Consumer Services

CONSUMER SERVICES

The Office of Consumer Affairs:

Mediates disputes that arise between consumers and companies doing business in Howard County;
Provides information and educational programs to help consumers make smart purchasing decisions, and avoid scams and other deceptive advertising and sales practies;
Investigates complaints and marketplace practices that may violate Howard County’s Consumer Protection statute and takes appropriate enforcement action to stop such practices;
Licenses Solicitors and Peddlers who make door-to-door and side of the road sales; and “Trespass Tow” operators who tow vehicles from private property without the permission of vehicle owners.

MEDIATION

The Office of Consumer Affairs attempts to informally resolve disputes between consumers and merchants through mediation. The mediation process begins when a consumer files a complaint with our office.

Upon receipt, a complaint is assigned to an investigator who reads the complaint and accompanying documents. If additional documents are needed or if the investigator has questions, s/he will contact the consumer. Once the investigator has received all of the information available from the consumer, s/he will contact the merchant to inform him/her of the complaint and request a response.

Once the investigator has received the merchant’s response, s/he will contact the consumer to discuss it. The investigator will then work with both the consumer and merchant to attempt to reach a resolution to the dispute.

During mediation, investigators do not pre-judge the validity of a consumer complaint. Rather, they will request that the merchant provide its side of the dispute and attempt to help the parties find a fair resolution that is acceptable to both. However, they will also use their knowledge of federal, state and local consumer protection laws to ensure that any resolution is in keeping with the requirements of those laws.

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Office of Consumer Affairs
6751 Columbia Gateway Dr.
Box 220
Columbia, MD 21046
410-313-6420
consumer@ howardcountymd.gov

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