-- Filing a Complaint in New Jersey
- Contact the Seller
Problems with buying a product or service obviously should first be raised with the salesperson, manager or customer service representative. If you are still not satisfied, contact the owner or executives at the company’s headquarters. Despite the prevalence of email and other digital communications, resorting to use of written letters on paper addressed to CEOs or other high-level executives or officials may also be useful in improving the chances of getting a response. Unlike digital communications, written letters are more likely to be logged in by aides to recipients and delegated to appropriate staff for response.
If a consumer remains frustrated with the seller's response, he or she may also resort to publicly highlighting the complaint through such online services as Yelp or more traditional forums such as filing a complaint with the Better Business Bureau.
If the business will not resolve a problem directly, consumers can file a Consumer Complaint with the Division of Consumer Affairs, the Better Business Bureau, or a small claims court. The complaint should explain in detail, with documentation (photocopies), what the problem is, who it is with, what you have done and what you want. In particular it should:
• Identify the Business
Include the name and current address of the business.
• Describe the Problem
Describe as completely as you can the problem with the product or service you have purchased. Were you told something that was untrue? Describe what you were told and how it was untrue. Is it defective? Explain what is wrong. Did the business refuse to honor a warranty? Explain what needs repair and include a photocopy of the warranty.
• Explain What You Want
Explain what you want the business to do: how much money should be refunded or exactly how you want a product fixed or a service performed.
• Include Photocopies
Always include photocopies of documents relevant to your complaint receipts, warranties, both sides of cancelled checks, contracts, etc. Do not send originals. Only send copies, except upon request of the agency to which you are making your complain
State and Local Consumer Agencies in New JerseyConsumer Protection Offices
City, county, regional, and state consumer offices offer a variety of important services. They might mediate complaints, conduct investigations, prosecute offenders of consumer laws, license and regulate professional service providers, provide educational materials and advocate for consumer rights. To save time, call before sending a written complaint. Ask if the office handles the type of complaint you have and if complaint forms are provided.
The Attorney General’s Office investigates a broad range of misconduct across New Jersey, and many of these investigations begin with a complaint from the public. Different types of allegations are investigated by different entities with the Office,
Depending on the nature of your allegations, an investigation may reach out for more information. Once the Attorney General opens an investigation, the details of that inquiry are confidential, and so the investigators will be unable to provide updates about the status of their review.
Complaints about home improvement contractors were the number one complaint category the Division of Consumer Affairs received last year,” Attorney General Jeffrey S. Chiesa said. “Disreputable contractors can leave consumers with costs that escalate to tens of thousands of dollars, as well as dangerous conditions that must be repaired at additional cost. If you perform home improvement work in New Jersey, you must comply with our laws. Otherwise, you will be held accountable.”
* File a Complaint, NJ Division of Consumer Affairs, NJ Department of Law & Public Satety 908-654-9840
The officials listed in this section regulate and supervise state-chartered banks. Many of them handle or refer problems and complaints about other types of financial institutions as well. Some also answer general questions about banking and consumer credit. If you are dealing with a federally chartered bank, check Federal Agencies.
New Jersey Department of Banking and Insurance,609-292-7272
Each state has its own laws and regulations for securities brokers and securities - including stocks, mutual funds, commodities, real estate, etc. The officials and agencies listed in this section enforce these laws and regulations. Many of these offices can also provide information to help you make informed investment decisions.
New Jersey Office of the Attorney GeneralWebsite:firstname.lastname@example.org
New Jersey Board of Public Utilities (BPU),
Consumers who have a complaint with their utility company should first contact the utility company directly to see if the issue can be resolved. Many utility companies offer programs and payment assistance plans to help you pay your bill.
Filing a ComplaintThe BPU’s Division of Customer Assistance handles complaints as well as in-person office interviews and other information inquiries. Customers may contact the Division with complaints regarding service delays, lack of service, discontinuance of service, payment arrangements, high bills, deposit requests, and incurred or high rates. Emergency assistance is available by calling 800-624-0241 for gas leaks, fallen wires, water main breaks, discontinuance of service, or any other situation that requires immediate action. In the event of an emergency (smelling gas), contact your provider and call 9-1-1.
File an Online ComplaintThe Division of Customer Assistance reviews online complaints daily. Submit the online complaint form for:
File a Written ComplaintPlease direct your written complaints to:
New Jersey Board of Public Utilities
Division of Customer Assistance
44 South Clinton Avenue (9th Floor)
PO Box 350
Trenton, NJ 08625-0350
The New Jersey Lemon Law Unit was formed in 1989 to provide quick relief for consumers who purchase
or lease a defective motor vehicle. This guidebook is divided into 2 sections: the New Car Lemon Law
and the Used Car Lemon Law. Qualifications for the two laws are different so please read the information
carefully and contact the Lemon Law Unit at 973-504-6226 with any questions you may have. Staff members
are ready to assist you.
If your Lemon Law application is accepted, your case will be heard before an administrative law judge (A.L.J.) in
the Office of Administrative Law (O.A.L.) at one of three locations: Newark, Trenton or Atlantic City. The Lemon
Law Unit offers information and application processing only. The Unit does not hear cases or represent you at
O.A.L. hearings, which are conducted in a quasi-judicial setting.
Why Choose the Lemon Law Unit
● It’s Much Quicker! - The Lemon Law process has special deadlines it must meet in order to
ensure quicker handling of your case. Going to Superior Court could take considerably longer.
● An Attorney is Not Required - You may choose to have an attorney represent you but it is not
required. If you win your case, the manufacturer must pay for any reasonable attorney’s fees (New
Car Lemon Law cases only).New Jersey’s Lemon Law protects consumers who purchase vehicles that develop repeat defects or lengthy unusable periods during the first two years or 24,000 miles. The New Jersey Division of Consumer Affairs considers complaints and answers questions on this topic. Detailed information regarding the Lemon Law is available on that site, as well as complaint forms.
Before the MVC can mark “Lemon” on a vehicle title, approval must first be granted by the New Jersey Department of Law & Public Safety, Lemon Law Unit, 124 Halsey Street, PO Box 45026, Newark, NJ, 07101.
Once approval is granted, visit one of the following motor vehicle agencies that are authorized to issue “Lemon” titles: Eatontown; Flemington; Manahawkin; North Bergen; Runnemede; Salem; Somerville; and Washington.
* New Jersey Motor Vehicle "Lemon Law," NJ Division of Consumer Affairs, NJ Department of Law & Public Safety (pdf)
Like most states, New Jersey has a Lemon Law intended to assist consumers who buy, register, or lease a new motor vehicle. The Lemon Law protects you from being stuck with a vehicle that develops defects that remain unresolved.
Is My Vehicle a Lemon?
The Lemon Law establishes procedures for resolving disputes between a consumer and a manufacturer and provides remedies when an uncorrected defect seriously hinders the use, value, or safety of the car. Under New Jersey's Lemon Law, the manufacturer must repair defects that are covered under the original warranty if they are identified and reported within a specified time period.
In New Jersey, the lemon law applies to only new vehicles you've bought or leased. You may receive protection under the law if any of the following apply to your vehicle:
The defect persists after 3 attempts to repair it.
The vehicle has been out of service for 20 days (cumulative) during the first 2 years or 24,000 miles.
If your vehicle matches the above criteria, the manufacturer may be responsible for repairing the defects under the original warranty. To ensure you're protected, be sure to report the issues promptly.
The Lemon Law does not cover defects caused by an accident, vandalism, abuse, or neglect. Furthermore, repairs must be done by the manufacturer, its agent, or an authorized dealer.
As of September 2021, Amazon adopted a new policy in dealing with complaints about products sold by third-party sellers on its site. Previously, it took the position that these sales were outside its scope of responsibility and that consumers should contact the seller with any issues, leaving Amazon out of the process. Under its new A-to-Z guarantee policy, adopted after extensive criticism and legislative action in some states, consumers will be able to file claims on products sold by third-party sellers with Amazon directly, which will review the claims with its own fraud and abuse detection systems. If Amazon determines the claim is valid, it will contact the seller for potential settlement of the claim, with consumers able to file an appeal if they believe the claim was wrongly denied. Amazon also will take over the claim if it determines the seller failed to provide an adequate response. You may be eligible to request an A-to-z Guarantee refund in the following cases:
Walmart Customer Service and Product Returns
Complaints about a product purchased at a Walmart store or on its online site, such as a missing or damaged part, may be submitted in person at the customer service desk at any Walmart location or by initiating returns through its website. Both in person and online returns require filling out a short form with a brief description of the complaint. Walmart's return policy is set out on its website, but generally returns should be made within 90 days of purchase. Refunds generally require a receipt.
Ethics Issues and Service Complaints
More serious complaints should be addressed to Walmart corporate headquarters. The Walmart Global Ethics online complaint form allows customers to file customer service complaints
No No No advocates for consumers to resolve issues they face in the marketplace. Focusing on resolving home-related services — from home remodeling and maintenance services to grocery and food delivery and everything in between — No No No is the place for consumers to file complaints. And to witness concrete resolutions.
Withhold or reverse a payment on a credit card.
If a payment has already been made to a vendor, there are certain circumstances in which the purchaser can withhold or even reverse a payment on a credit card under the Fair Credit Billing Act (FCBA).
* Consumer Reports
independent nonprofit with more than 6 million members
* AARP Fraud Alerts tips to spot and avoid scams like identity theft, investment fraud, and holiday scams, as well as ongoing updates from resources like Watchdog Alerts and a scam-tracking map that provides real-time alerts from law enforcement in your state.
Against Any Business
Against Any Employer, Organization, or Entity
You Believe is Violating Any Part of Executive Order 107
Any complaint that any employer, organization, or entity is violating any part of Executive Order 107, including failing to close when required by the Executive Order, should be filed here: covid19.nj.gov/violation
Against a Licensed Professional or
to Report Unlicensed Activity
Check the list of all the licensed professions, and choose either an “English” or “Spanish” complaint form after the specific profession. If you do not see a specific profession listed, please submit a general complaint by clicking the following link:
General Consumer Complaint Form: (English / Spanish)
Against a Brokerage Firm, Stockbroker,
Sales Agent, or Investment Advisor
For a Defect with a New Car, Used Car,
or Motorized Wheelchair (Lemon Law)