These Central Mass. companies received the most AG complaints in 2021

Car dealerships and utilities companies topped the list for Central Massachusetts firms with the most consumer complaints filed to the Attorney General's office.

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By Katherine Hamilton

Central Mass. firms with the most consumer complaints

National Grid electric
Pay-by-Plate / E-ZPass / E-ZDrive
National Grid Gas
Mass Save
The Herb Chambers Cos.
Imperial Cars
Athol Granite Works
Vision Solar
Digital Federal Credit Union
Worcester Telegram & Gazette
BJ's Wholesale Club, Inc.
Renewal by Anderson
Westborough Motors (Toyota, Buick, GMC)
Sonia's Auto Sales
Wagner Motors (BMW & KIA)

More Information

In 2021, consumers had the most complaints against Central Massachusetts utilities and auto dealers.

The Massachusetts Attorney General’s office has released data on the businesses in Massachusetts which had the most consumer complaints filed against them in 2021, revealing utilities companies and car dealerships as some of the region’s firms with the most complaints.

Public data on the filings does not detail the nature of the complaints beyond generalized categories. The Attorney General’s Consumer Advocacy and Response Division reviews every complaint submitted to the office and offers free assistance.

For Central Massachusetts, utilities companies received the most complaints, with National Grid topping the list at #1 and #3 for its electric and gas branches, respectively, with 130 total complaints. National Grid’s complaints came from towns across the state. Although it is headquartered in Waltham, the company is registered to an address in Northborough for AG complaints, so it is considered a Central Massachusetts firm.

Mass Save, which is an energy efficiency service provider, received 28 complaints in 2021. The brand includes The Berkshire Gas Co., Cape Light Compact, Eversource Energy, Liberty Utilities, National Grid, and Unitil Corp., and is registered to a Westborough address for the AG complaints.

Mass Save hires contractors to carry out energy efficiency services, and its complaints ranged from home appliance, electric utility, and gas related problems from across the state, including outside Central Massachusetts. Complaints against the contractors performing Mass Save work were counted as complaints against Mass Save

“Whenever a Mass Save sponsor is made aware of a customer complaint registered through the Attorney General’s office, that program administrator works closely with the participating customer and the contractor who served them to resolve any customer concerns and arrive at mutually satisfactory resolutions,” the sponsors of Mass Save said in an emailed statement to WBJ.

Vision Solar, a solar energy service in Harvard, received 22 complaints about solar utilities, mostly in towns near the coast.

Car dealerships were third, fourth, 11th, 12th, and 13th on the list. The Herb Chambers Cos., which includes locations in Auburn, Westborough, Sudbury, and Millbury, received 25 complaints across the four locations related to sales of new and used vehicles, auto financing, and auto repair.

Imperial Cars received 23 complaints against its Central Massachusetts locations, including nine against Imperial Chevrolet, Chrysler, and Ford in Mendon and 14 against Imperial Hyundai and Toyota in Milford.

Westborough Motors Toyota, Buick, GMC received 10 complaints, Sonia’s Auto Sales in Worcester received 10, and Wagner Motors BMW and KIA of Shrewsbury received nine.

A monument maker in Athol known as Athol Granite Works received 23 complaints in 2021, mostly regarding retail products and services, with a couple complaints about cemetery and burial services.

Digital Federal Credit Union, based in Marlborough, received 16 total complaints for issues including auto financing, identity theft, and mortgage lending. DCU is the largest credit union in Central Massachusetts, with $10 billion in assets.

“At DCU, member service is our top priority. DCU has and always will act in the best interests of our members. We take these and any complaints very seriously. We work with members on a case-by-case basis to address any concerns they may have,” the credit union said in a statement.

The Worcester Telegram & Gazette newspaper, which covers Worcester County, received 14 complaints last year, all falling into the categories of Magazines or Internet websites.

"Due to COVID, our industry is no exception to the impact of labor challenges - especially in 2021,” said T&G Executive Editor David Nordman in a statement. “We work closely with our delivery partners and carriers to provide the best possible service as well as ensuring billing matters are resolved in a timely fashion for our valued subscribers."

The public dataset detailing all consumer complaints against Massachusetts businesses can be found on the state’s website. Consumers who have concerns about businesses can submit a complaint on the website or call the Consumer Advocacy and Response Division office directly.