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    What are we griping about?

    Dallas-Fort Worth area generates the most consumer complaints in Texas

    John Egan
    Mar 28, 2018 | 1:24 pm
    News_Visa_MasterCard_credit cards
    Credit card fraud makes up one-third of all complaints about identity theft.
    Photo via LivingDice.com

    The Federal Trade Commission has come out with its annual report about consumer complaints regarding fraud, identity theft, and other consumer protection issues, and the report paints an ugly picture for Dallas-Fort Worth.

    The report shows 773 complaints per 100,000 residents were lodged in 2017. That puts it in the top spot for consumer complaints among the state’s four major metro areas:

    • Dallas-Fort Worth — 773 per 100,000 residents
    • Austin — 534 per 100,000 residents
    • Houston — 506 per 100,000 residents
    • San Antonio — 452 per 100,000 residents

    So, why does DFW generate so many consumer complaints?

    Phylissia Clark, vice president of public relations and communications at the Better Business Bureau (BBB) that serves 29 counties in north-central Texas, notes that the BBB contributes data for the Federal Trade Commission (FTC) report. She offers a few explanations, including:

    • Residents of DFW are familiar with the BBB, which has had a local office since 1920. That then helps encourage residents of the region to lodge complaints with the bureau.
    • Dallas is among the top five cities for the highest concentration of small businesses per capita. Small businesses, she says, spur a fair number of BBB complaints.
    • More than 20 Fortune 500 companies are based in DFW, and many of these companies operate in business-to-consumer industries that happen to garner BBB complaints.

    “Complaints for a company are generally processed by the office that serves the geographical area where the business is headquartered,” Clark says. “The intersection of those two factors, size and industry, sets the stage for a higher complaint volume.”

    In the end, she says, “a critical mass of both large and small businesses within the right industries creates the perfect storm [of complaints].”

    Across the state in 2017, the most common complaints outlined in the FTC report dealt with debt collection (40 percent) and identity theft (14 percent). In the identity theft category, credit card fraud was the biggest problem, making up 33 percent of all complaints about identity theft.

    Almost certainly, some of the Texas complaints filed in 2017 stemmed from a massive data breach at credit-reporting bureau Equifax. Among the victims of the data breach were 12.2 million Texans.

    In the Equifax breach, which stretched from mid-May through July last year, hackers gained names, Social Security numbers, birthdates, addresses, and driver’s license numbers. Equifax revealed the breach last September.

    All of the 2017 complaints compiled by the FTC are tied to unfair, deceptive, or fraudulent business practices.

    “Unfairness is generally thought of as harm to consumers that they could not reasonably have avoided,” says Frank Dorman, a spokesman for the FTC. “Loosely defined, deception is false advertising. Fraud occurs when businesses don’t make good on their promises or cheat people out of money.”

    listsrankings
    news/city-life

    Animal News

    Advocates find false info being fed to Texas legislators on pet store law

    Teresa Gubbins
    May 8, 2025 | 10:30 am
    Puppy mill dogs do not have a great life.
    Puppy mill dogs do not have a great life.
    undefined

    A national pet store chain has been implicated in a dishonest campaign to try and influence Texas lawmakers on an upcoming bill making its way through the legislature.

    The pet store chain is Petland, and they're engaged in a battle against The Ethical Pet Sale Bill (SB 1652 / HB 3458), which would encourage pet stores to stop selling at-risk animals from puppy mills and support shelters and rescue groups instead.

    The Ethical Pet Sale bill has support from rescue and animal groups across Texas, who are all grappling with a glut of animals on the streets and in overcrowded shelters. That pet overpopulation problem gets even worse when pet stores import more animals from puppy mills in states like Missouri and Ohio.

    If Texas passes the bill, it will join a growing number of states and cities who've already passed similar laws including Dallas, Austin, Bryan, College Station, El Paso, Euless, Fort Worth, Houston, New Braunfels, Pasadena, San Antonio, The Colony, Sherman, and Waco.

    Most reputable pet store chains such as PetSmart and PetCo do not sell cats and dogs. Petland does. The company operates 84 stores in the U.S., and fights bills like this by hiring lobbyists to discourage legislators from supporting these bills.

    Phony list
    In this case, a two-page summary was distributed to some Texas state senators listing reasons why they should oppose SB ("The evidence from other states, especially California, demonstrates that these types of bans do more harm than good"), plus a list of organizations that are opposed.

    Most of the organizations opposed to the bill profit directly from animals, such as Petland and Puppy Dreams, a North Texas chain that also sells animals.

    But the list also had surprising names including PetSmart, PetCo, and Pet Supplies Plus — the three largest pet store chains who all have a history of supporting adoption of shelter animals.

    Their presence on the list caught the eye of animal advocacy groups such as Texas Humane Legislation Network and Humane World For Animals, who've worked with the big three in the past.

    "We became aware of Petland Inc.’s lobbyist apparently sharing the attached document with legislators, claiming the listed pet and pet product industry leaders are opposing this legislation," said a spokesperson from Humane World of Animals (HWA). "We checked in with contacts at Petco, Petsmart, and the American Pet Products Association, and all of them deny opposing this legislation or giving Petland permission to list them on this opposition letter. It’s very possible others listed in this letter also did not give their permission to be included — we only connected with the those listed above at this stage."

    CultureMap also contacted the three major pet store chains and received similar responses that they had not been consulted nor did they issue a rejection of the bill, although none wanted to be quoted.

    The misrepresentation is concerning because it muddies the water with false information at a time when the bill is still under consideration:

    HB 3458 — the version going through the Texas House — passed a House Committee with a 10-1 vote and has been moved up the chain towards passage.

    SB 1652 — the version going through the Senate — still needs to get through the Senate Committee, Calendars, and a floor vote.

    "By creating a false narrative about the position of the above industry leaders, this letter has the potential to sway lawmakers at a critical juncture in the legislation’s journey," the HWA spokesperson says.

    Two Petland stores in the Dallas area — in Frisco and Tyler — have been the subject of undercover investigations. Petland Webster recently settled a lawsuit with several families that the store allegedly sold sick puppies to, and several lawsuits have been filed against Petland Woodlands in Texas, claiming the store sold sick puppies. One pet owner told the House Committee that he'd spent $20,000 on medical care of a puppy he bought at a pet store.

    "Banning the retail sale of puppies and kittens is a common-sense solution to protect both animals and Texas consumers," said Dean Senator Judith Zaffirini of Laredo, who filed the bill. "My SB 1652 would help reduce pet overpopulation, promote responsible breeding practices and prevent families from unknowingly purchasing sick animals. With varying local ordinances in place and further action at the city level now restricted, it is important for the state to provide a clear and consistent approach that prioritizes both animal welfare and consumer protection."

    politicsanimals
    news/city-life
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