'No animosity.' Consumer Assistance Council tries to make Cape Codders happy

Bruce Blackwell’s job is to make consumers and businesses happy.

As executive director and board member of the Consumer Assistance Council, he and his volunteer staff try to resolve disputes and complaints in ways that both customers and business owners find reasonable.

“We go in and try to resolve it so there is no animosity, and everyone walks away happy,” he said by phone Monday. "We’re pro-consumer, but we’re not anti-business.”

Council volunteers have helped consumers get refunds and replacements for items. Many of the complaints involve auto repair issues, warranty issues, and lemon law complaints. They get complaints about restaurants adding credit card fees to bills (it's legal in Massachusetts, but Blackwell suggests that information is posted on the menu). Many consumers want to get out of timeshare contracts.

'We'll get the facts'

“We'll get the facts,” Blackwell said. “Sometimes businesses are reasonable, and the consumer isn’t. Sometimes it’s the reverse.”

The consumer watchdog group receives the complaints from the Massachusetts Attorney General’s office. The cases call for mediation between businesses and consumers, but both parties must agree to work with them. They do not handle legal cases or provide legal advice.

This year the council is celebrating its 50th anniversary. Two Cape offices handle between 600 and 700 cases a year, Blackwell said. In the last few years, the council has handled more than 2,700 cases and has saved or recovered $1.15 million for local consumers.

'Best kept secret' on Cape Cod

Blackwell's enthusiasm carries across the telephone lines as he described the council as the “best kept secret” on Cape Cod. When Blackwell heard that the council was in danger of closing, he made a decision. He took over the reins of the nonprofit.

Previously, as president of the Barnstable County Bar Association, he often referred cases to the council. He called the organization “too valuable to Cape Cod to close."

“Sometimes businesses are absolutely right. Sometimes we encourage them to play ball anyway because it’s in their best interest,” Blackwell said. “It’s good business to be reasonable.”

But council volunteers also work with consumers who have unreasonable ideas about what they deserve. And the council tries to educate consumers about their rights and responsibilities. Volunteers speak at senior centers, civic organizations, community and veterans groups on how people can protect themselves from identity theft and scams.

Consumers can call the council directly with simple questions such as where to find information. Otherwise, a complaint form must be filed online or mailed in. It is sent directly to the Attorney General’s office first before being sent to the council.

For more information go to Consumer Assistance Council of Cape Cod | HOME (consumercouncil.com).

Denise Coffey writes about business, tourism and issues impacting the Cape’s residents and visitors. Contact her atdcoffey@capecodonline.com .

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