National Consumer Protection Week: Informed Consumers, Stronger Community

National Consumer Protection Week (NCPW) is a reminder that being an informed consumer is your best defense. 

In this special episode, Michelle takes the guest chair to share simple, practical habits that help protect your wallet and your confidence. From pausing before you purchase, reading reviews, and verifying sellers, to understanding common scam tactics and why timing matters, this conversation is all about staying one step ahead. 

We also talk about choosing empowerment over embarrassment. Reporting scams and filing complaints doesn't just help you, it can help protect the entire community. Complaints can reveal patterns and trends, allowing OCP to identify potential issues across the county and take action when needed.

You'll also learn how OCP helps resolve disputes, enforces consumer laws, and connects with residents through community forums, outreach events, and educational presentations. 

NCPW shines a spotlight on these issues, but consumer awareness is a year-round effort. Stay connected for timely alerts, practical tools, and ways to help keep our community informed and protected. 

Have a question or suggestion for a future episode? Send an email to consumerconnection@montgomerycountymd.gov.

Transcript

What Consumer Protection Really Means

Brittany Clingerman 0:10

Welcome to a special episode of Consumer Connection. This episode is part of National Consumer Protection Week, a time focused on helping consumers understand their rights, avoid common problems, and know where to turn for help. Before we get started, let me introduce myself. I'm Brittany Clingerman, the Strategic Communications Manager here at OCP. And while I'm usually behind the scenes, today I'm stepping into the host role because we're flipping the script. Instead of hosting, Michelle Escobar is joining us on the other side of the mic to talk about how consumer protection has changed, why prevention and education matter more than ever, and how our office is working to reach consumers earlier. Michelle, welcome.

Michelle Escobar 0:50

Thank you.

Brittany Clingerman 0:50

It's so exciting to be switching roles today and having you in the hot seat.

Michelle Escobar 0:52

It's exciting for me too. Yeah.

Brittany Clingerman 0:52

I mean, we're going to talk about a lot today. So I think we should start at the beginning. You know, when people hear consumer protection, they might picture it as something really big, something you turn to when things go wrong, or maybe they just don't know what it is. How would you describe consumer protection into something that people can understand what our office really does and something that people should be aware of?

From Complaints To Prevention

Michelle Escobar 1:19

I think one thing that we need to understand is that consumer protection is very broad. It's something from, you know, buying a faulty product to a scam and on progress on the somebody online on the other side scamming you out of thousands and thousands of dollars. So it's very broad. And um our office is mainly seen, I think, by many who know our office as complaint-based. Yeah. And and and which that is true, and it is complaint-based. Um, and we enforce the necessary, you know, consumer protection laws to um to resolve issues. Um but we also have right now that um the office has had to evolve as well as the scams evolve. Um, the goals are always the same, but the scammers have new tools that they've learned to use and are learning to use very well. And so what's missing um and would be the early detection and prevention part. And that's what we are focusing on um right now. And that's why we have this podcast. That's why we're being more proactive on social media and things, just trying to get the information out to people and educate them.

Brittany Clingerman 2:44

Yeah. And I think whether it's a scam or making a purchase or hiring a service, I think that education and early prevention and detection matters so much because if people know how to navigate certain instances and situations before they jump into it, that's just gonna save everybody money and protect consumers, which is what we're all about. Absolutely. Absolutely.

Michelle Escobar 3:05

And and so I I know that we were gonna talk about this day-to-day thing. That's just something that, because we've been talking about it, that's just something that people face every day, right? And and every day we are online, every day we are shopping. Consumerism is with everybody. Yeah, we're all consumers. We're all consumers, right? And so that's just something that these are these are these are um um issues that we have to face every day. Um, so I think that when when we as as an office um and this week that we're focusing on on educating people and informing them, um, that's something that it's important for people to know that the office is here, that we are out here ready to help them and um to inform them.

Everyday Prevention Habits

Brittany Clingerman 3:53

Exactly. And I feel like scams happen so fast, but also just general transactions happen so fast. Like we pay on our with our phones now and everything just moves so quickly. So education is the most important thing, obviously. And I think that shift towards prevention really changes how consumer protection shows up in everyday life. So, one thing I want to talk about, um, and just slow down here is what does prevention look like in everyday life? Before a complaint is ever filed within our office, what does it look like consumers and day-to-day decisions? Like, how does that show up for them?

Michelle Escobar 4:24

When we're purchasing something, whether it's a home improvement, for for me, I'm always talking about home improvement. That's that's my thing. Um pause before you sign a contract. Yeah. Do your homework. Um, ask questions. Um, it's and and and that's and that's day-to-day life because whether you're whether you're you're making a purchase, read the reviews. You're online. If you're gonna shop online, everybody, a lot of people are shopping online now. Um, and don't get to go, you know, feel the material that you're wearing or something. And so like do read the reviews. Um, and then also as consumers, um uh take the time to make a review to help people understand. And that's something that you know we're working on as well, like just day-to-day, getting people to share their stories. So reviews are the same thing because I'll go straight to a review just to see what a product is like. So we're we're faced with um with these with these decisions day to day. Um, and then if you're if you are um being, we we get texts every day, emails, we're online on on in different stores. So we want to um this is something that's that's we're facing every day. So if there's someone on the other line, um, it's the same thing. Pause and ask questions. Because one thing that we have said is that scammers are very patient. They're not always pressing you, and and and that urgency isn't always the tactic. Now they're very patient. They give a little, then they take a lot. So um it's about asking yourself questions, sharing your story, asking your loved one questions, using OCP as a resource to say, hey, this is this is what's happening. What do you all think?

Brittany Clingerman 6:14

Yeah, for sure. And I think we've heard about on this podcast and just seen in our office that scammers do take time, but sometimes when they send a text or reach out to you, it does seem a little bit quick. And I think things just move so fast nowadays with getting a text online. There's so many platforms where they can reach you, and just so many platforms where you can make a purchase or really, you know, do actions that would could hinder your consumer abilities. So I think, do you see anything moving to where people can move too quickly or skip steps that cause problems? Like, where do people usually run into that? Is it the fact that they're not pausing before they jump into a situation or is it something else?

The Power Of Pausing And Reviews

Michelle Escobar 6:52

You know, most definitely. Sometimes, sometimes there's an urgency. Um, and and whether it's a pushy salesman knowing, like if you're if you if you have a home improvement that you need to do a plumbing, um, I always say, if it's not an emergency, don't do it right away. Exactly. And if and if and if they if if it is an emergency, there is uh a waiver that you have to sign that it's an emergency you have to do right away. And um uh and that waiver actually for home improvement purposes is something in where you um don't have to where where you're where you're stating it's an emergency and I need this done, and you're and you're waiving your right to cancel the contract. So if you're doing that, that better be an emergency because you're you that's a right that you have as a consumer. Um and so then sometimes they catch you at the right time when these texts come in. Um we we've heard it on our on our episodes, they catch you at a vulnerable time. They, hey, um, I just I just you know lost my my my pet and like, oh, you know what, I just did too. It's so believable too. Like that takes real email to you. Absolutely. So they know how to relate to you. They're they're always selling something, you know, they're always doing something. It's it, they're they're they're they're taking you, taking that story and running with it, you know, taking your circumstance and running with it. So pausing, absolutely, even if they're taking the time, hey, that's time for you to take to say, hey, is this does this sound right? Is this is this something that I should be doing to some for someone that I've never met before? Um so yeah, and then again, your loved ones are probably um your friends, talk to them, OCP, talk to them, because that I think that that is just a a moment in where you can um where you can just say, Hey, I I'm not sure that this sounds right. I'm not sure that this is that that what's happening here is something that is going to be beneficial for me.

Scammers’ New Tactics And Timing

Brittany Clingerman 9:02

It definitely helps to run it past people before if you take that time to pause, but sometimes it just gets you in a vulnerable moment, like maybe you're in your car driving and you click on a link because it scares you out of nowhere. Like it's just crazy the different ways that scammers can really get in there and get to you when you're not expecting it.

Michelle Escobar 9:19

And one thing that we have said is it can happen to anyone. And and that's the thing. Um we were just on, uh I was just talking to Jamie Raskins, um uh congressman, and he said something. Um, he said, empowerment over embarrassment. And and and that's what scammers um count on a lot, you know, for you to be silenced, for you to be quiet and not say anything because of the embarrassment. Hey, I just got scammed, and you you never think it's gonna happen to you, but it and it does, it can happen to anybody. And so don't be silent, share your story, um, don't be embarrassed about it because it really can happen to anyone.

Brittany Clingerman 10:02

And we know here at OCP that it is so common. Scams are unfortunately so common. And, you know, I can look back at my text messages over the past month, and I probably got a handful of those fake texts from scammers, but you know, definitely, you know, people are embarrassed, but they shouldn't be. Yeah. That's why we're here. That's why we're a service that we provide to the community to really let them tell their story to us. We can assist them with what they need, and we're really here for them.

Michelle Escobar 10:27

And and like we said, that consumer protection is broad. So we can help you with some things, you know, but like when we're talking about scams, that's something that you've got to share as soon as you can because that's something that you want, these, these are things that you'll never get your money back. You know, the the per the the percentage of you getting the money back is very, very low. So you want to catch it early. Um and then there are some things that we can most definitely do something about, yeah.

Brittany Clingerman 10:55

Yeah. So if you had to boil it down, what are a few simple habits that make someone a more informed or cautious consumer? You know, especially when it comes to purchases or potential scams. I know you said pause, but is there anything else that you could give advice on just about purchasing decisions and being a smart consumer?

Empowerment Over Embarrassment

Michelle Escobar 11:13

Yeah. Uh again, I think reading the reviews, going to websites, buying from uh trusted um uh merchants, a lot of people go by recommendations. And again, that's why, that's why sharing your story is so important. Because, you know, they might recommend your friends or recommend, hey, do you know a good a good painter? Or, or hey, have you look at these, you know, the set of pans that I just bought, they are great, you know. So people are always recommending. Um, and because you're happy when you have a great purchase and when you've made a great purchase. So um listen, buy from places that you are um aware or or familiar with. So I think that that's important. Um, the reviews, um uh if we've had phone calls here, you can call here and say, hey, look, I've um I've thinking about hiring, you know, uh this contractor. Can you do they have any any complaints? So doing your homework on what you're going to purchase, what service you're gonna purchase, that's important. Um, informing yourself. Um, because now you you have things, you have products, for example, that you can buy at a very low cost, but it's not gonna be the quality that you want, you know, um, or or anything. It it's just informing yourself, that's that's important.

Brittany Clingerman 12:41

Yeah.

Michelle Escobar 12:42

And I think that's what that that's that's kind of what we're we're we're gearing towards is just uh informing people.

Smart Buying And Doing Your Homework

Brittany Clingerman 12:48

Yeah, and that's what national consumer protection is all about, knowing those resources, knowing how to be informed. But that's also what OCP is all about. And I think when those steps get missed, that's usually when people go to us for help, or maybe they don't. And so we really want to know, let people know that OCP is here. Um, you know, I want to go over why people would contact our office. I think some people don't know our office exists. We've been around for over 40 years and people still don't know all the services we provide, which is a lot. Yeah. We provide so many services, and I wish uh I want you to tell a little bit about what those are. Like why would somebody go to our office?

Michelle Escobar 13:23

So our office, it is there's a range. You know, again, it's it's so broad. Um we take things from home improvement services, auto repairs, auto sales, predatory towing, um, billing problems. So these are these are issues that um that we can work with, that we can enforce, that we can, you know, we can find people that um that are, you know, that took a deposit and didn't do um the you know the work um or that did the they did bad repairs um or illegally towing. So these are things that we handle and um and we've been doing it for for for years. And we register, we register new home builders, we register new home sellers, um, we educate them, we educate them, we bring them in so they um so they know what they're getting into. Um sometimes um homeowners want to buy want to build their own homes. We educate them, we we we bring them in, we we let them know, hey, look, this is a big responsibility. So we do a lot um at the office um when it comes to um uh service providers and and and educating consumers. The one thing that you know we can't do anything about is like these thousands and thousands of dollars of scams. So you want to be sure to use us as a resource, as a what if.

Why Contact OCP And Services We Offer

Brittany Clingerman 14:53

Yeah, exactly. And what would you say to somebody that maybe thinks their issues too small or that, you know, they lost their money, now it's too late? What would you say to them and why it's still important to come to our office?

Michelle Escobar 15:03

Yeah, I think we we go by no complaint is is a small complaint. It's all important. Sometimes we can't resolve every complaint, but it is important to share it with us because that's a way that we get to know the patterns and the trends that are coming up. And so we'll know, hey, okay, this is the third person that has called about this text message that's coming in. Um, to so let's, you know, get that out. And and that we want to meet people where they are. We want to get that information out, whether you're on Facebook, whether you're on Instagram, whether you're lit you love listening to podcasts, whatever the case may be. We, if you want to come in personally and find out, we're here. And we're such a great uh county resource. Um, and and and really just I'm proud to be part of this this office, really, you know, because I think we are very helpful. Um, and we all just really try to serve the the residents of Montgomery County. Um, and I think that um beyond too, like just when we're reaching people where they are, um, they're getting, you know, Prince George's County, Howard County, you know, uh people out of other states are getting, yeah.

Brittany Clingerman 16:12

Um, people are educated, yeah, they're telling their friends, telling your family somewhere else. Even this podcast, just sharing an episode with somebody else can reach so many other people and help eventually, you know, take away from those issues that we may be other people may be having. Yeah. Um, and I think like you said, those individual complaints can always lead to something bigger, whether somebody got a text, it's probably likely that somebody else got that too. Exactly. I mean, that can help us identify maybe we're in the county, something's happening, there's a bigger issue, and then we can target our education to that.

Spotting Patterns Through Complaints

Michelle Escobar 16:41

Exactly. Yes, yes. You know, and even down to um sometimes um, you know, you might have a a bad, a bad, you know, contractor, you know, unlicensed contractor going around, um, offering, offering uh to do um driveways, you know, and and so it's the same thing. It's all the same, just in a different, um, more you know, different methods, you know, that, but it's all the same scam. And so as long as you're the more complaints that come in and the more people talk about it, the more we're able to look at the patterns or the people that are causing these um, you know, these interruptions when they have these crimes.

Brittany Clingerman 17:19

And I know earlier you said reaching people where they're at. Could you go into that a little bit more?

Reaching People Where They Are

Michelle Escobar 17:24

Yeah. So I mean, I think that even though we have we've had YouTube channels and things like that, um, but a lot of it is complaint based in the past. And I think now we have um we have uh developed a um uh early detection and and prevention um initiative. And and we really are focusing. That's how we have you. And you know, like we're focusing on getting out there and getting the message out there so we can reach people with that. If they're on, if they're on social media, if they're on YouTube, if they're if wherever they are, we want them to be able to get this information, especially if there is some type of of elaborate scam going on. Um, whether, you know, again, whether it's it's local or whether it's something that's just happening even, you know, nationally. Like we want people to know because um the more the more we can we can get that message out there, the more we can prevent, you know, something horrible happening. People are losing their their retirement, you know, people are losing their whole savings. Um, and people are are get depressed. This is this is uh when we as a consumer, you trust. You you're trusting someone to come into your home, you're trusting someone's product, you're trusting whoever's on the other side of that that that line. Um so it it's it's a vulnerable state. And when you are when that when that trust is is betrayed, um then that can really affect you. Yeah. And especially if it's if you're losing money too. I mean, it can affect you in so many ways, you know. Exactly.

Brittany Clingerman 19:06

So and I think from a communications perspective, just like you said, sharing the education, sharing resources, something that we really want to be doing more of. But I think it's that balance of help having the community help inform us too of what's happening, and then we can share that out to a wider audience. Yeah. Um, that informs what we do, helps us reach more people, and make sure that those situations aren't happening to people. People aren't losing their money. Um, that's what we're all about. Um, I think the broader proactive approach is why that work really matters and what OCP does matters.

Michelle Escobar 19:38

Absolutely.

Brittany Clingerman 19:39

And I know when this episode is live, or we can talk about it now, but it's Consumer Protection Week, National Consumer Protection Week. Um, and that week really gives us a moment to really set back, reflect, look at consumer protection from the larger picture and not just individual issues, um, but how it supports fairness in the marketplace, trust, like you said, and confidence for consumers. So why do you feel that this week is the right time for this conversation?

Trust, Loss, And Community Support

Michelle Escobar 20:06

I think people are paying attention. And so it's a time to um, when people are, when you have someone's attention, it's good to highlight um uh these issues. So it's good to inform people, it's good to educate people. And it and and with information and education um comes empowerment too. So when you're informed, you're you're able to say no. You're able to take your time and say, you know what, um, let me read this contract and I'll get back to you. Yeah, it builds that confidence. Yes, exactly. So um it's important to do it this week because people are listening. And um one little thing as well that I wanted to put in, um, it's good to, if since people are listening, we love volunteers. We love volunteers. Um, if you have social media skills, if you have um, you know, if you like researching, if you like to write, um, we can certainly use your time because as we said, it's broad, consumer protection is broad, it's very interesting, and and it's helpful for people. Um, so if you have a skill that you'd like to share with us, uh, we'd love to have you as well. So now that I have their ear.

Why NCPW Matters Right Now

Brittany Clingerman 21:23

Oh yeah. Especially too, like we talked about so much connecting with community, hearing their input on situations. So one thing we're doing this week for National Consumer Protection Week is we're hosting a community forum on consumer protection. And that's really exciting because we're making interactive. We want to hear from residents about what you know concerns they're facing, where they live. You know, it could be different, whichever town, city you live in, in Montgomery County. And so we want to get people together, really hear from them, and that'll help inform our education and outreach. Um, I know we're looking forward to that. Yes, absolutely. Absolutely. And just beyond this week, we we're gonna continue. Continue sharing educational information, um, obviously our podcast, which we love doing. But we're really planning a lot this year for our office, and we're excited to see where it goes.

Michelle Escobar 22:10

Yeah. Yep.

Brittany Clingerman 22:11

Um, and before we wrap up, I just want to shift gears a little bit now that Michelle's in the hot seat. Um, you've been doing this work for a long time. I think you said 10 years. Yeah. You've been at OCP. Um, but I think people only see a small piece of it, whether it's watching or listening to this podcast, um, or maybe it's people when they come in um, you know, to be with you as an investigator, maybe they're frustrated and they don't get to see that human side of the work sometimes. So, what is one misconception you would say, you know, just one misconception that people may have?

Volunteers And Community Forum

Michelle Escobar 22:43

I think that we can't resolve everything. And and um laws and regulations can't solve everything. And so I think that's one misconception. Um, but one of the joys that I have is working with people um and and laughing with them, you know, with the community. Sometimes when we we do have our happy endings. And so um it feels good to have one of those, you know, to have a happy ending and to be able to serve um people um in that manner because again, um it's their trust has been betrayed and um it builds confidence again in in county resources, in our office, um, and in the fact that there are protections out there for them. But yeah, you know, I think the misconception is um unfortunately we can't, you know, the law doesn't apply to everything.

Brittany Clingerman 23:40

Yeah. Absolutely. Is there something that you wish uh people asked you more often when they came into the office? Or something that you wish you could share with more people about consumer protection?

Michelle Escobar 23:51

Just it's it's basically the same uh the same advice. Um slow down. You know, sometimes, you know, sometimes why did you get into that debt? Um why did you make those decisions? You know, I I will ask myself those things sometimes. Um, why did I do that? You know, and so I'll say, I'll think, man, I can relate to you because I've made those those types of decisions. And it's like, man, I wish I could have gotten to you and and and and talked to you before.

Brittany Clingerman 24:24

Um Yeah, I think understanding that why behind it all will just help us in the future. Well, you know, putting out information to help other people or inform on certain subjects.

Misconceptions And Happy Endings

Michelle Escobar 24:34

Exactly, exactly. So I think that's why I we uh we push and and I um I um encourage people to share the story because um it's a way to learn, hopefully. Um some people learn by their own experience, so they're gonna get in that debt anyway. But sometimes you may be able to learn from someone else's experience. And um and when you do make if there is a a moment in where you maybe got into something that you shouldn't have, well, it's it's good to be here and to be able to support you. Um, because sometimes even though we can't solve the the problem, we can support you through it. We can help you navigate um through it, we can help you um uh look at other resources that may be able to help you. Um, so I think that that is um something that I do like to share is like come here anyway. Maybe that's what I would I would say. It's it doesn't matter if we can't help you, we're a good place to start. A resource. Exactly. We're a good place to start. Yeah, yeah.

Brittany Clingerman 25:42

And clearly we know you're so passionate about consumer protection as a host of this podcast, but also as an investigator. Um, what is your favorite part about being an investigator?

Michelle Escobar 25:52

I think working with people, working with the community. I I I think I'm a a people person, even though sometimes I would say I'm not, but then as I work through it and yes, I am. I do. I love people. And I and if I can help you, I will. Yeah. Um, because that that's not only my job, but I think that's just who I am as well. Um, I like to, I if I can help you, I'm gonna, I'm gonna do what I can to to advise you. If I can share a piece of information with you that would help you out, I'm gonna help you out. And so yeah, that was that the question was my favorite point. Yeah, okay.

Brittany Clingerman 26:31

Yeah, and I think everyone here at OCP, that's why we do what we do. We want to help residents be a resource, make sure they're headed in the right direction to make smart, informed decisions. Yeah. Um, so taking a look ahead, I want to bring this back to the listeners and talk about what they can do to be both informed and stay connected to our office moving forward past National Consumer Protection Week all the time.

Lessons Learned And Sharing Stories

Michelle Escobar 26:56

Yeah. Um just moving forward, just keep us in mind. Now that we have your ears, keep us in mind. Keep our, you know, follow us on social media. We have um information that will come out to you um um uh regularly. So I think that that is a really good resource. Uh social media is not always all bad. Um, you know, we we talk about a lot of the bad parts of it, but it's good too. So follow us on social media, um, listen to the podcast, um, volunteer if you can, and and just inform yourself, stay informed, stay aware um of of of the things that are going on um in the consumer world, because we deal with consumerism every day as people, as consumers. We are all consumers, and you just never know what you can run into um while you're out there um, you know, buying things or or or you know, connecting with other people.

Brittany Clingerman 27:54

Yeah, consumerism is an everyday thing and we're all faced with it. But OCP is here. Yeah. Well, Michelle, thank you so much for switching roles with me and sharing your perspective today. This episode is a reminder that consumer protection isn't just about responding after harm happens. It's about helping people pause, ask questions, and reach out earlier. OCP is here for you, whether you'd like to file a complaint, register or license a business, or just have a question. We'll even come to your event and can speak about a variety of consumer topics. As the Office of Consumer Protection continues to focus on early detection and prevention, our goal is to share information sooner, connect with consumers earlier, and help stop issues before they escalate. Thanks for listening to the special National Consumer Protection Week edition of Consumer Connection. We appreciate you and we'll be back soon with more conversations about protecting consumers and strengthening our community. And don't worry, Michelle will be back in the host seat next time.

Stay Connected With OCP

Michelle Escobar 28:56

Don't forget to subscribe on your favorite podcast platform and keep an eye out for upcoming episodes where we'll continue to bring you important updates and insights on consumer protection. Have a topic in mind for a future episode or a question for our team? Drop us an email at consumerconnection@ Montgomery CountyMD.gov. If you enjoyed this episode, please share it with your friends and family and stay in the loop with OCP by searching the hashtag MCGOCP on social media. Remember, knowledge is key for safeguarding your consumer rights. Stay informed, stay protected, and stay connected. Until next time.

Announcer 29:39

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