I recently attended a sporting event in Guadalajara where one set of tickets I’d bought were unusable, due to last-minute changes by the event organizers. Even though I didn’t get what I paid for, the Mexican ticket seller (Viagogo) refused to issue me a refund.
This wasn’t my first time being ripped off in Mexico, but it was among the most costly.
My first eye-opening brush with consumer abuse in Mexico was shortly after moving to Guadalajara in 2022. We were installing internet service at my house, and I’d signed a contract with the provider (Megacable) based on an incredible deal they were advertising.
That deal proved elusive, as Megacable charged us more than the amount stated in our contract from the very first month. Sheesh.
When I protested the over-charge at a Megacable office in person with my contract in hand, they refused to refund me the difference, or even fix the problem going forward.
The fact is, Mexico can be a tough place for consumers. Being treated unfairly is surprisingly common here relative to other countries I’ve lived in. (I eventually took revenge on Megacable, which you can read about here if interested)
The lesson for U.S. expats living in Mexico is that the often-repeated mantra north of the border … The customer is always right … isn’t a thing here. So you must adapt.
It can be rough out there, but consumers are not without rights in Mexico. Below are some tips on what to do when you’ve been wronged as a customer and the merchant won’t make it right.
File a Complaint with PROFECO
Mexico has a public consumer watchdog organization where consumers can report abuses and seek remedy – and it’s known by its acronym PROFECO.
Established in 1976 and headquartered in Mexico City, PROFECO (Procuraduría Federal del Consumidor) is tasked with enforcing consumer protection laws and investigating violations by Mexican businesses.
PROFECO’s mandate comes from Mexico’s Federal Consumer Protection Law (known by it’s Spanish acronym LFPC), which outlines the rights of consumers, the obligations of retail businesses, regulates advertising and labeling, and provides a means for resolving disputes.
Things PROFECO can do to protect consumers include:
- Investigate consumer problems
- Compel a retailer to replace a faulty product
- Help you get a refund or other compensation
- Notify the public if a specific problem is widespread
- Fine a retailer found to be at fault
- Take legal action against a repeat offender
Most fun, PROFECO publishes lists of the most common consumer complaints and businesses that are egregious offenders.
This agency accepts and responds to complaints from Mexican citizens and foreign visitors alike, as long as the complaint pertains to a consumer business on Mexican soil.
Common Problems PROFECO Handles
It won’t surprise anyone who’s used Megacable that this company has received a huge volume of complaints from consumers across Mexico.
In fact, PROFECO had so many at one point (for frequent outages and overcharges) that they initiated a class action lawsuit against Megacable back in 2022. Had I known that when shopping for internet service I would never have chosen them in the first place!
Popular violations that prompt consumer complaints include (all of these are illegal under Mexican law):
- Businesses charging different prices at the point of purchase than those published. (most common during the annual Buen Fin sales event in November)
- Retailers failing to display prices publicly or posting them in a currency other than Mexican pesos.
- Businesses publishing prices that omit taxes, commission, interest or insurance.
- Restaurants adding gratuities to checks without the guests’ consent.
- Restaurants requiring minimum purchases to get a table.
- Gas stations committing credit card fraud, not resetting pumps, and short-changing customers.
- Time-share contract abuses
- Discrimination based on nationality, gender, race, sexual orientation, or disability.
During my 2+ years of living in Mexico, I’ve experienced or observed nearly all of these violations, which goes to show how common they are.
Which Companies Receive the Most Complaints
In 2024, Mexican businesses and service providers receiving the most complaints include the electricity utility CFE (currently #1 in total complaints), Walmart Mexico, Liverpool, and Aeroméxico.
As a household that suffers a mind-boggling number of power outages, despite living in an established neighborhood in Mexico’s second-largest city, that number one slot comes as no surprise.
Here’s the page to see the entire list of companies receiving the most complaints with PROFECO.
What Mexicans Think of PROFECO
Asking Mexicans about PROFECO’s ability to address consumers’ problems, I’ve found them to be quite cynical. This is pretty consistent with many locals’ low opinion of public agencies in general.
In their view, it’s best not to have high expectations. This is because in practice, PROFECO acts more like a facilitator between parties than an agency that moves swiftly to solve problems.
According to some locals I spoke to in Guadalajara, the bigger the company the more difficult it can be to get justice because large businesses know how to drag out the process until the consumer gets frustrated and abandons the effort.
But in the spirit of keeping consumer businesses honest, I’m a proponent of submitting complaints to PROFECO when abuses are serious and the company fails to take responsibility. After all, there can be no progress if consumers just take it lying down.
How to File a Complaint with PROFECO
The following is an overview of the process to file a complaint. As with anything involving Mexican bureaucracies, these steps are subject to change at any time.
Step 1: Verify the issue is something PROFECO covers
PROFECO is responsible for abuses committed by retail businesses and basic service providers, e.g. electricity, gas, cable TV, internet, etc.
PROFECO does not have jurisdiction to respond to problems with professional service providers such as lawyers, notaries, bankers, doctors, dentists, architects, and the like.
Since banking is another sector rife with customer abuse in Mexico, there is a separate agency that handles complaints in the financial services sector. Known by its acronym CONDUSEF, this agency manages its own platform for consumer complaints.
Step 2: Choose where you want to submit the complaint
There are three options to choose from:
The website: http://www.profeco.gob.mx/
By phone: (55) 5625 6700 or 800 468 8722
In person: You can also visit a local PROFECO office if you live in a major city. While I can’t imagine submitting a complaint in person given the time it could take, some might prefer this option (especially if other methods yield no response).
At the risk of stating the obvious, if you go this route you should be fluent in Spanish.
Here are a few of PROFECO’s physical locations:
Guadalajara: C. José María Morelos 1830, Ladrón de Guevara, Lafayette, 44150 Guadalajara, Jal.
Mexico City: Avenida José Vasconcelos 208, Col. Condesa, Cuauhtémoc, Ciudad de México. C.P. 06140
Querétaro: Cto. Moisés Solana 82, zona dos extendida, Prados del Mirador, 76070 Santiago de Querétaro.
Mérida: Calle 49 No. 479-A, x 54 y 56, Centro, 97000 Mérida, Yucatán.
To find other locations, visit this page on PROFECO’s website.
Step 3: Gather the Required Documents to Submit a Claim
You will need the following:
- Proof of purchase (original receipt, contract, invoice)
- Evidence of the problem (supporting documents, photos)
- Details on how you attempted to resolve it with the business
- The amount of money you are claiming
- Your ID (visa, driver’s license, passport)
Step 4: Submit Your Complaint
Since most complaints get submitted online, below is the general process to follow if you choose this option.
The filing process online can get a bit wonky, so try to remain calm as you follow the steps. (seasoned expats who’ve tackled tramites on most any Mexican government website will not find this the least bit surprising)
- 1. Visit PROFECO’s interactive platform at concilianet.profeco.gob.mx
2. Check to see that the provider you want to file a complaint against participates in the platform.
If they do, then register to use the platform by clicking the “Registro” link in the navigation bar followed by “Registro consumador” in the dropdown menu.
If the business you want to file a complaint against doesn’t use Concilianet, the website advises you to visit a PROFECO office near where you live to file your complaint. Sigh.
4. To proceed, enter the required info (your email, name, CURP number, address, phone number, login credentials, etc.)
5. Validate your email address via the message sent to your email inbox. Click the “registro nuevo usario” link in that message.
6. Return to the PROFECO website and login with your new credentials using the “Iniciar session” link in the navigation menu.
7. Click on the “Presentar nueva queja” link in the middle box.
8. Fill out the “Presentar queja” form, uploading any supporting documents you have to strengthen your case.
What to Expect
After submitting your complaint, give PROFECO at least 10 business days to respond via the email address you provided.
If you don’t get a response in that timeframe, I suggest following up with them at contactoconcilianet@profeco.gob.mx to stay on their radar.
Denuncias / Censure
Besides filing a formal complaint with PROFECO seeking remedy, consumers can also submit denuncias about consumer law violations they observe that harm consumers.
For those with lots of time on their hands, I imagine this could become quite a hobby.
Denuncias are made anonymously, for the protection of those reporting issues. Because they don’t involve direct harm, PROFECO doesn’t respond to them.
General complaints can be submitted at any time via email to denunciasprofeco@profeco.gob.mx.
For the most popular topics, there are dedicated email addresses:
- Gas station-related issues: denunciasgasolina@profeco.gob.mx
- Home (LP) gas services: denunciasgaslp@profeco.gob.mx
- Advertising violations: denunciapublicitaria@profeco.gob.mx
- Media/Telecom: denuncias.telecom@profeco.gob.mx
Filing a Complaint as a Tourist
There is a specific office of PROFECO dedicated to handling consumer complaints from foreign visitors. It’s called the Department of Conciliation for Residents Abroad.
Follow the steps described above for submitting a complaint, but email copies of your documentation (proof of purchase, description and evidence of the issue, explanation of how you tried to resolve it with the merchant, and your ID) to extranjeros@profeco.gob.mx.
Other Resources
Help by Phone. For timely help, you can call PROFECO’s consumer hotline at (55) 5568 8722 or 800 4688722.
Social Media. PROFECO has a presence on the following social media platforms:
Facebook: @ProfecoOficial
General Inquiries. For questions or additional information, email asesoria@profeco.gob.mx.