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 Part I – Before You Buy                     1      Payday and Tax Refund Loans           22
 How To Use This Handbook                    1      Home Equity Loans                     23
     Consumer Information Sources            2      Identity Theft                        24
 CARS                                        3      Investing                             24
                                                  PRIVACY                                 26
   Buying a New Car                          4
   Buying a Used Car                         5      Online Privacy                        28
   Auto Service Warranties and Contracts     5      Health Privacy                        28
   Leasing and Renting                       6      Unwanted Solicitations                28
   Repair                                    8      Telemarketing                         29
 EDUCATION                                   8    SHOPPING FROM HOME                      30
   Financial Assistance                      9      Shopping Online                       31
   GED Test                                  9      Online Auctions and Private Sellers   32
 EMPLOYMENT                                  9    TRAVEL                                  33
 FOOD AND NUTRITION                          9      Resolving Travel Problems             34
                                                  UTILITIES                               35
   Weight Reduction                         10
                                                    Electricity and Natural Gas           35
 HEALTH CARE                                10
                                                    Telephone Service                     35
   Health Care Providers                    11
                                                    Pay-Per-Call Services                 36
   Nursing Homes, and Eldercare Services    11
                                                    Pre-paid Calling Cards                37
   Prescription Drugs                       11
                                                    Slamming and Cramming                 37
   Long-term Care Insurance                 12
                                                    Water                                 38
 HOUSING                                    13
                                                  Services and Resources for Consumers
   Buying a Home                            13    with Disabilities                       39
   Home Financing                           13
   Home Improvement                         14    Part II – After You Buy                 40
   Mortgage Refinancing                     14      Product Safety Recalls                40
 INSURANCE                                  15    How to Complain                         40
   Auto Insurance                           17      Dispute Resolution Programs           42
   Homeowner and Renter Insurance           17      Reporting Fraud                       42
   Life Insurance                           17      Recovery Services                     42
   Disability Insurance                     17    Legal Recourse                          42
 MONEY AND CREDIT                           18      Small Claims Court                    42
   Savings and Checking Accounts            18      Legal Information and Help            43
   Checking and Debit Cards                 19
   Resolving Credit Problems                20    SAMPLE COMPLAINT LETTER                 44

                       Part III – Consumer Assistance Directory

 Corporate Consumer Contacts                 45   State Weights and Measures Offices120
 Car Manufacturers and Automotive                 Federal Agencies                     124
 Dispute Resolution Programs                 83   Better Business Bureaus              139
 State, County and City Consumer                  National Consumer Organizations 145
 Protection Offices                          84   Trade and Professional Associations150
 State Banking Authorities                  104   U.S. Military Family Service Centers 157
 State Insurance Regulators                 108   U.S. Military Commissary and Exchange
 State Securities Administrators            112   Offices                              158
 State Utilities Commissions                116   Index                                161

                                                                             How To Use This Handbook

                                   How To Use This Handbook

             Part I – Before You Buy                                  Part II – After You Buy
    Read this section for advice on shopping for           Turn to this section if you have a problem after
    goods and services and how to avoid con-               making a purchase. There is a sample com-
    sumer problems. The index that begins on               plaint form on page 44 to present your case
    page 161 will help you find the specific infor-        most effectively. There are also suggestions
    mation you are seeking.                                about who may be able to help you resolve your
                                                           problem, including finding legal help.

                             Part III – Consumer Assistance Directory
     Look here for names, addresses, telephone numbers, e-mail addresses, websites and other con-
     tact information for consumer organizations, corporations, trade groups, government agencies
     and other sources of assistance.

                                      Part I – Before You Buy

Every year the Consumer Federation of America                  (p. 84) and the Better Business Bureau (p.
and the National Association of Consumer                       139). Ask about the number of complaints
Agency Administrators survey government con-                   filed, and how the company responded.
sumer protection offices to find out what trans-               Compare the number of complaints to the
actions generate the most complaints. Auto                     company’s volume of business.
sales, auto repair, and auto leasing are usually          •    Make sure that the company has all appropri-
near the top of the list. Other frequent “win-                 ate state and local licenses. Occupational
ners” include home improvement, retail sales,                  and professional licensing boards cover doc-
credit and lending, and mail order. A recent                   tors, lawyers, home improvement contrac-
addition to the list is the purchase of household              tors, and other businesses. See page 84.
goods such as appliances, computers and furni-
ture.                                                     •    Read and understand any contract you are
                                                               asked to sign. Make sure there are no blank
To avoid problems during these and other con-                  spaces and that any verbal promises made
sumer transactions, take the steps and heed the                by the salesperson are in the contract.
warnings set out below.                                   •    Get a written copy of guarantees and war-
•      Decide in advance exactly what you want                 ranties. Compare their features.
       and what you can afford. Don’t buy on              •    Extended warranties or service contracts are
       impulse or because a salesperson is pres-               very profitable for business. Decide whether
       suring you.                                             the extra peace of mind is worth the price. To
•      Ask friends and family for recommendations              find out more, contact the Federal Trade
       based on their experience.                              Commission (p. 135) or your state or local
                                                               consumer office (p. 84).
•      Get advice and price quotes from several
       sellers. Remember, their goal is to make a         •    Get the seller’s refund and return policies.
       sale.                                              •    Consider paying by credit card. If you later
•      Review product test results and other infor-            have a legitimate dispute with the seller, you
       mation from consumer experts. See                       do not have to pay a charge made on your
       Consumer Information Sources on page 2.                 credit card. See page 20.
•     Check out a company’s complaint record
      with your local consumer affairs office

For more information, visit the Consumer Action Website at                             1
                            Consumer Information Sources

    Federal Citizen Information Center (FCIC)        automobiles, appliances, food, clothing, lug-
    Pueblo, CO 81009                                 gage, insurance and many other products are
    Phone: 1-800-FED-INFO                            published online and in the monthly magazine,
    Web:                          Consumer Reports, as well as in other publi-
    Part of the Office of Citizen Services and       cations. Some information is free and some is
    Communications in the U.S. General               by subscription.
    Services Administration, FCIC is a one-stop
    source for consumer information from the         Consumer World
    Federal Government. The free Consumer            Web:
    Information Catalog lists more than 200 free     Consumer World is a public service website
    and low-cost publications on topics such as      with links to hundreds of consumer resources
    cars, child care, education, Federal benefits,   available on the Internet. You will find product
    money management, food and nutrition,            reviews and news on shopping bargains.
    health, housing and travel. Order a print copy   Directories provide contact information and
    of the Catalog from the FCIC website or call     web links for many corporations and govern-
    1-800-FED-INFO (that’s 1-800-333-4636)           ment agencies.
    between 8 a.m. and 8 p.m. Eastern Time, M-F.     Cooperative State Research, Education, and
    You can also get a copy by sending your name     Extension Service (CSREES)
    and address to FCIC at the address above.        The Cooperative State Research, Education,
                                                     and Extension Service of the U.S. Department
    Web:                            of Agriculture has been a source of consumer
    Run by FCIC, is a one-stop por-     information and assistance for decades. With
    tal linking citizens to government represen-     an educator in nearly every county,
    tatives, services and information at the fed-    Cooperative Extension brings the research-
    eral, state and local level. Citizens can get    based knowledge of the land grant universities
    easy-to-understand information and services      directly to families and communities.
    from the government 24 hours a day, seven        Programs cover food and nutrition, housing,
    days a week.                                     gardening, budgeting, using credit, saving for
                                                     retirement, and more. To locate your county
    Center for the Study of Services                 office, check the blue pages of your phone
    733 15th Street, NW , Suite 820                  book, call your county government or visit
    Washington, DC 20005                   
    Phone: 202-347-7283 / Fax: 202-347-4000
    Web:                           Libraries
    This nonprofit organization offers some free     Publications from many of the organizations
    and some subscription information to help        mentioned on this page can be found at public
    consumers choose and get the best prices         libraries. Some university and private libraries
    on auto purchases, auto leasing, doctors,        also allow individuals to use their reference
    hospitals, and health care plans. Consumers      materials. Check your local telephone directo-
    in the Boston, Chicago, Delaware Valley, San     ry for the location of nearby libraries.
    Francisco Bay, Twin Cities, and Washington,      U.S. Government Printing Office (GPO)
    DC areas can access information on many          Washington, DC 20401
    local services.                                  Phone: 202-512-1119 / Fax: 202-512-1432
    Consumers Union of U.S. (CU)
    101 Truman Avenue                                GPO is responsible for the production and dis-
    Yonkers, NY 10703-1057                           tribution of Federal government information.
    Phone: 914-378-2000 / Fax: 914-378-2900          Individuals can access this information at
    Web:                     more than 1,300 libraries throughout the U.S.
    A nonprofit, independent organization, CU        that have been designated as Federal
    researches and tests a broad selection of        Depository Libraries. Documents can also be
    consumer goods and services. Reports on          purchased via the Superintendent of
                                                     Documents program.

                                                                  AUTOMOBILES • Buying New or Used

                  AUTOMOBILES                                    There is no universal three-day
                                                                       cooling-off period.
    When you are buying a new or used vehicle,
    these tips will help you get the best deal and               Do not be misled into thinking that you have
                       avoid problems.                           an automatic three-day or other cancellation
   See page 17 for                                               period for all purchases. Only a few types of
information on auto • Evaluate your needs and                    contracts give you a right to cancel. See Your
     insurance.        financial situation. What kind
                                                                 Rights: 3-Day Cooling-Off Rule on page 27.
                       of vehicle best suits your
                       lifestyle and budget?
                                                                       /feg/savemoney.shtml for annual fuel
   •    Consider a vehicle’s fuel economy. A vehi-                     estimates.

        cle that gets more miles per gallon is good
                                                             •     Check the complaint records of car dealers
        for your wallet as well as for the environ-
                                                                   with your state or local consumer protection
                                                                   agency (p. 84) or Better Business Bureau (p.
        •   Use the Green Vehicle Guide                            139).
            ( to search for
                                                             •     Handle your car trade-in, purchase, and
            the most fuel-efficient and clean motor
                                                                   financing as three separate transactions to
                                                                   get the best deal on each. Get a written
        •   Go to to compare                   price quote before you talk about your trade-
            the miles-per-gallon ratings of different              in or dealer financing.
            vehicle models manufactured since the
                                                             •     Shop in advance for the best finance deal at
            mid 1980s. Go to
                                                                   your credit union, bank or finance company.

                    Your Rights: Secret Warranties and Lemon Laws
    On occasion, a company makes a mistake in the manufacturing of a motor vehicle. If dealers report
    a number of complaints about a certain part or vehicle, the maker may allow dealers to repair the
    problem at no cost to the customer even if the warranty has expired. A service bulletin notifies the
    dealer of the problem and how to resolve it. Because these free repairs are not publicized, they are
    called “secret warranties.” Some states have passed laws requiring vehicle owners be notified of
    secret warranties.
    Sometimes vehicles have problems that just never seem to get fixed. States with new vehicle
    “lemon laws” help protect consumers by requiring a refund or replacement if a substantial problem
    is not fixed within a reasonable number of attempts or if the vehicle has been out of service for a
    certain number of days. If you believe your car is a lemon:
    •   give the dealer a list of symptoms every time you bring it in for repairs;
    •   get and keep copies of the repair orders showing the reported problems, the repairs performed
        and the dates that the car was in the shop; and
    •   contact the manufacturer, as well as the dealer, to report the problem (p. 80). Your owner’s
        manual will list an address for the manufacturer.
    Service bulletins from many manufacturers are on file with the National Highway Traffic Safety
    Administration (p. 132). Visit to search NHTSA’s Service Bulletin database.
    The Center for Auto Safety ( gathers information and complaints concerning
    safety defects, recalls and service bulletins. It also has a section on state lemon laws. You can
    reach CAS by phone at 202-328-7700. Help other consumers avoid purchasing your lemon by regis-
    tering it at
    Contact your state or local consumer protection office (p. 84) for information on protections you
    have in your state and the steps you must take to resolve a problem.

   For more information, visit the Consumer Action Website at                              3

          Look at the total finance charges, not just            •   Research the dealer’s price for the car and
          the monthly payment. To help you compare,                  options. It’s easier to get the best price
          the finance charge must be stated as an                    when you know what the dealer paid for a
          Annual Percentage Rate (APR).                              vehicle. The dealer invoice price is available
                                                                     at a number of websites and in printed pric-
 •        Read and understand every document you
                                                                     ing guides. Consumer Reports offers the
          are asked to sign. Do not sign anything until
                                                                     wholesale price. Lower than the invoice
          you have made a final decision to buy. Keep
                                                                     price, this figure factors in dealer incentives
          in mind there is no automatic three-day right
                                                                     from a manufacturer and is a more accurate
          to cancel if you change your mind. See Your
                                                                     estimate of what a dealer is paying for a
          Rights: 3-Day Cooling-Off Rule on page 27.
 •        Don’t take possession of the car until the
                                                                 •   Find out if the manufacturer is offering
          financing paperwork is final.
                                                                     rebates that will lower the cost. Two web-
                                                                     sites that offer this information are
 •        Check out different vehicles. Several            
          Internet sites can help you compare features
          and prices on new motor vehicles. Visit                •   Get price quotes from several dealers. Find
 for                   out if the amounts quoted are the prices
          links to these sites. A scorecard reports on               before or after the rebates are deducted.
          the features of each site including whether            •   Avoid high-profit, low-value extras such as
          quotes are free, the availability of financing,            credit insurance, extended service contracts,
          and site security. Two magazines offer infor-              auto club memberships, rust proofing and
          mation in print and online concerning vehicle              upholstery finishes. You do not have to pur-
          performance, service and safety: Consumer                  chase credit insurance in order to get a loan.
          Reports ( and                      See Credit Insurance, page 19.
          Motor Trend (
 •        Test drive vehicles before you make a final

                                Your Rights: Vehicle Repossessions
      When you borrow money to buy a car, you should know that the lender:
      •     can repossess the vehicle if you miss a payment or in some other way violate the contract;
      •     can repossess with cause without advance notice;
      •     can insist you pay off the entire loan balance in order to get the repossessed vehicle back;
      •     can sell the vehicle at auction;
      •     might be able to sue you for the difference between the vehicle’s auction price and what you
            owe; and
      •     cannot break into your home or physically threaten someone, in the course of repossession.
            This is called a “breach of peace.”
      If you know you’re going to be late with a payment, talk to the lender to try to work things out. If
      the lender agrees to a delay or to modify the contract, be sure you get the agreement in writing.
      Some states have laws that give consumers additional rights. Contact your state or local con-
      sumer protection office (p. 84) for more information.

  4                     For information about Federal programs and services call 1 (800) FED-INFO or visit
                                  AUTOMOBILES • Buying Used and Auto Service Warranties

   BUYING A USED CAR                                                •    The National Highway Traffic Safety
   •   Contact your state or local consumer pro-                         Administration ( lists
       tection office (p. 84) to find out what rights                    VINs of its crash-test vehicles and will
       you might have.                                                   let you search an online database of
                                                                         manufacturer service bulletins.
                        • Contact your state’s
  Read Your Rights:     motor vehicle department.                   •    The Center for Auto Safety
Secret Warranties and   Find out in advance what                         ( provides informa-
  State Lemon Laws      paperwork you will need to                       tion on safety defects, recalls, lemons as
        (p. 3).         register a vehicle.                              well as service bulletins.

   •   Check out the seller. For car dealers, consult
                                                                    Auto Service Warranties and

       your state or local consumer protection
       office. If it’s an individual, check the title to                    Contracts
       make sure you’re dealing with the vehicle                Dealers may try to sell you an auto service
       owner. Also browse the classifieds for other             contract or “extended warranty” when you
       auto ads with the same phone number – a                  buy a new or used car. A warranty comes
       sign of an unlicensed broker who sells used              with a new car and is included in the original
       cars by posing as the owner.                             price of the vehicle. A service contract is
   •   Take a test drive. Drive at different speeds             sold separately and is a promise to pay for
       and check for smooth right and left turns.               certain repairs or services. Service con-
       On a straight stretch, make sure the wheels              tracts are usually high-profit add-ons, cost-
       are aligned and the car doesn’t pull to one              ing hundreds to more than $1,000. The serv-
       side.                                                    ice contract may duplicate warranty cover-
                                                                age you get from the manufacturer or dealer.
   •   Check prices of similar models using the
                                                                Ask these questions:
       NADA Official Used Car Guide
       ( published by the                    •       Does the dealer, the manufacturer, or an
       National Automobile Dealer Association                           independent company back the service
       (see p. 83) or the Kelly Blue Book                               contract?
       ( These guides are usually                  •       What happens to your coverage if the
       available at local libraries.                                    dealer or administrator goes out of busi-
   •   Research the vehicle’s history. Ask the sell-                    ness?
       er for details concerning past owners, use,              •       How are claims handled?
       and maintenance. Next, find out whether the
       car has been damaged in a flood, involved in             •       Can you choose among several service
       a crash, been labeled a lemon or had its                         dealers or repair centers or do you have
       odometer rolled back. The vehicle identifica-                    to return to one dealer?
       tion number (VIN) will help you do this.                 •       Is your car covered if it breaks down on a
       •   Your state motor vehicle department can                      trip or if you move out of town?
           research the car’s title history. Inspect            •       Do you need prior authorization for
           the title for “salvage,” “rebuilt,” or simi-                 repair work?
           lar notations. Get the written mileage
           disclosure statement from the seller                 •       Are there any exclusions or situations
           that is required by federal law and make                     when coverage can be denied? Common
           sure it matches the odometer reading on                      repairs for parts like brakes and clutches
           the car.                                                     generally are not included in service con-
                                                                        tracts. Failure to keep up manufacturer’s
       • and                                           recommendations for routine mainte-
  sell information on                        nance can void the service contract. The
           the history of vehicles gathered from                        contract may also prohibit you from tak-
           state motor vehicle departments and                          ing your car to an independent station for
           other sources.                                               routine maintenance or performing the
                                                                        work yourself.

   For more information, visit the Consumer Action Website at                                 5
AUTOMOBILES • Buying Used and Leasing

                         Protect Yourself: Choose a Safe Vehicle
     These two organizations conduct crash tests to determine how well a vehicle is able to protect
     occupants if a crash occurs. Consumers can access the test results on the Internet.
     The National Highway Traffic Safety Administration (
     Each year, NHTSA crashes vehicles head-on into a wall and bashes them broadside to test their
     ability to protect their occupants. The focus is on evaluating vehicle restraints such as air bags
     and safety belts.
     The Insurance Institute for Highway Safety (
     A different test by the IIHS uses offset-frontal car crashes to assess the protection provided by a
     vehicle’s structure.
     Consumer Report’s annual auto issue rates vehicles in terms of overall safety. Its safety score
     combines the crash test results with a vehicle’s accident avoidance factors – emergency handling,
     braking, acceleration, and even driver comfort.
     To find out whether a manufacturer has recalled a car for safety defects, click on the “Recalls” link
     at or call NHTSA at 1-800-424-9393. If a vehicle has been recalled, ask the deal-
     er for proof that the defect has been repaired.
     Used vehicles should also have a current safety inspection sticker if required by your state.

       • allows a free                        upon sales price and the promised
           online search of its database of lemons                  allowance on the trade-in. A balloon pay-
           registered by previous owners.                           ment and “base mileage” disclosures are
 •     Check the warranty. If a manufacturer’s war-                 warning signs you may have a lease.
       ranty is still in effect, contact the manufac-
                                                              LEASING A CAR
       turer to make sure you can use the coverage.
       In every used car and truck offered for sale,          When you lease, you pay to drive someone
       dealers are required by the Federal Trade              else’s vehicle. Monthly payments for a lease may
       Commission (FTC) to post a Buyers Guide                be lower than loan payments, but at the end of
       that specifies whether the vehicle is being            the lease you have no ownership or equity in the
       sold “as is” or with a warranty, and what              car.
       percentage of repair costs a dealer will pay           •     Shop for a lease as if you’re buying a car. To
       under the warranty. Keep in mind that pri-                   help you comparison shop, the Consumer
       vate sellers generally have less responsibili-               Leasing Act requires leasing companies to
       ty than dealers for defects or other prob-                   disclose information concerning monthly
       lems. Private sellers generally don’t have to
       post information.
 •     Ask about the dealer’s return policy. Get it in
       writing and read it carefully.
                                                                    Credit and Sublease Brokers
 •     Have the car inspected by your mechanic.                   These are con artists who prey on people who
       Agree in advance with the seller that you’ll               have bad credit and who cannot get car loans.
       pay for the examination if the car passes                  “Credit brokers” promise to get a loan for you
       muster and the seller will pay if significant              in exchange for a high fee. In many cases, the
       problems are discovered. A qualified                       “broker” takes the fee and disappears.
       mechanic should check the vehicle’s frame,                 “Sublease brokers” charge a fee to arrange
       tire wear, air bags and undercarriage as well              for you to “sublease” or “take over” someone
       as the engine.                                             else’s car lease or loan. Such deals usually
                                                                  violate the original loan or lease agreement.
 •     Examine dealer documents carefully to make                 Your car can be repossessed even if you’ve
       sure you are buying, not leasing, the vehicle.             made all of your payments. You also might
       Dealer finance managers may try to “flip”                  have trouble insuring your car.
       your purchase to a lease, ignoring the agreed

  6                  For information about Federal programs and services call 1 (800) FED-INFO or visit
                                                              AUTOMOBILES • Rentals and Recalls

    payments and other charges. Check out                      charges, mileage fees, taxes, additional-driv-,, and                    er fees, underage-driver fees, and equip- for online informa-                    ment-rental fees (for items such as ski racks
    tion on leases including current lease deals.              and car seats).
•   Negotiate all the lease terms including the           •   Ask if the rental car company checks the
    price of the vehicle. Lowering the base price             driving records of potential customers. A
    will help reduce your monthly payments.                   company may check for violations when you
                                                              arrive at the counter. You may be rejected
•   Ask for details on wear and tear standards.
                                                              even if you have a confirmed reservation.
    Dings that you may regard as normal wear
    and tear may be billed as significant dam-            •    Check in advance to be sure you aren’t dupli-
    age at the end of your lease.                              cating insurance coverage. Collision

                                                               Damage Waiver (CDW) is an optional
•   Find out how many miles you can drive in a
                                                               charge of $9 to $13 a day by the rental com-
    year. Most leases allow 12,000 to 15,000
                                                               pany. If you decline to pay extra for CDW,
    miles a year. Expect a charge of 10 to 25
                                                               you accept responsibility for any damages to
    cents for each additional mile.
                                                               the car. CDW does not pay for bodily injuries
•   Make sure the manufacturer’s warranty cov-                 or damages to your personal property.
    ers the entire lease term and the number of                Rental companies also may sell loss of use
    miles you are likely to drive.                             and liability insurance. If you’re traveling on
•   Ask the dealer about early termination                     business, your employer may have insurance
    charges. Expect to pay a substantial charge                that covers you. Rental protections may also
    if you give the car up before the end of your              be provided through your personal auto
    lease. Ask what happens if the car is totaled              insurance, a motor club membership, or the
    six months after the lease is signed.                      credit card you use to pay for rentals.

•   Before you sign the deal, take a copy of the          •    Carefully inspect the vehicle and its tires
    contract home and review it carefully away                 before renting.
    from any dealer pressure. Make sure you are           •    Check refueling policies and charges.
    getting credit for any trade-in. Look for any
                                                          •   Ask if there is a refundable charge being
    charges that were not disclosed at the deal-
                                                              made to your credit card. At the time you
    ership, like conveyance, disposition, and
                                                              pick up your car, a company may make a
    preparation fees.
                                                              charge of hundreds of dollars to your credit
•   Get all the terms in writing. Every item of               card. Most companies do not process the
    equipment should be listed on the lease to                amount unless you fail to return the car as
    avoid being charged for “missing” equip-                  specified in your rental contract. If it is
    ment at the end of the lease.                             processed, your credit card spending limit
When you finance a car, the finance charge                    may be reduced by the amount of the deposit
must be stated as an Annual Percentage Rate                   bringing you near or over your credit card
(APR). There is no similar requirement for dis-               limit and creating problems when you try to
closing the cost of leases. “Lease rates” or                  make other transactions with the card. If
“money factors” do not have standard defini-                  you don’t want to charge the deposit, compa-
tions and are not equivalent to an APR.                       nies may ask for the deposit in cash.

AUTO RENTALS                                              RECALLS
Federal law does not cover short-term car and             If your car’s problem is a safety hazard, check
truck rentals, but some state laws do. Contact            whether your vehicle has been recalled by the
your state or local consumer protection office            manufacturer. Click on Recalls at
(p. 84) for information or to report a complaint. or call the National Highway
•   Ask in advance if there are any charges that          Traffic Safety Administration at 1-800-424-9393.
    might increase the stated rental rate. For            Hazards that aren’t listed should be reported to
    example, there may be airport surcharges              NHTSA. Use the agency’s toll-free Auto Safety
    and drop-off fees, insurance fees, fuel               Hotline at 1-888-327-4236 or visit the agency’s

For more information, visit the Consumer Action Website at                            7

  web page for details on other reporting options:
  the Internet, fax and mail. There is no set num-
  ber of reports needed before the agency will look
  into a problem. If a safety-related manufacturing           Choosing a college or career school is one of the
  defect exists, the maker must fix it at no cost to          most important decisions you will make in your
  you - even if your warranty has expired. The                lifetime. School is a big investment of time,
  company may also be asked to conduct a prod-                money, and effort, whether it’s a four-year univer-
  uct recall. Follow-up by contacting the manufac-            sity, a two-year program or a trade or profession-
  turer’s zone representative or the dealer’s serv-           al school, so you should carefully evaluate your
  ice department listed on page 80.                           options.
  AUTO REPAIR                                                 •     Does the school offer the courses and type of
                                                                    program you want?
  Whenever you take a vehicle to the shop:
                                                              •     Does the school offer services you need and
  •    Choose a reliable repair shop recommended
                                                                    activities you’re interested in?
       by family, friends or an independent con-
       sumer rating organization. Check out the               •     What are the school’s completion and trans-
       repair shop’s complaint record with your                     fer-out rates? A school is required to dis-
       state or local consumer protection office or                 close this information to prospective stu-
                               Better Business                      dents.
                               Bureau (p. 139).               •     What percentage of recent graduates has
    If you’re having a         • Describe the                       been placed in jobs relevant to their course
 problem with an auto          symptoms. Don’t try                  of study? If the school advertises its job
repair company, use the        to diagnose the prob-                placement rates, it must also publish the
                               lem.                                 most recent employment statistics, gradua-
   Sample Complaint                                                 tion statistics, and any other information
   Letter on page 44.          • Get more than
                                                                    necessary to back up its claims.
                               one estimate in writ-
                               ing.                           •     What is the school’s loan default rate? In
                                                                    other words, what percentage of students
  •    Make it clear that work cannot begin until
                                                                    who took out federal student loans later
       you have authorized it. Don’t authorize work
                                                                    failed to repay their loans on time. You might
       without a written estimate. If the problem
                                                                    not be able to get federal aid for a school
       can’t be diagnosed on the spot, insist that
                                                                    that has a high default rate.
       the shop contact you for authorization once
       the trouble has been found.                            •     What crimes are occurring on campus and
                                                                    what security programs are in place to insure
  •    Don’t sign a blank repair order. Make sure
                                                                    your safety? The school must provide you
       the order reflects what you want done before
                                                                    with a summary of its annual security report.
       you sign it.
                                                                    The Department of Education posts crime
  •    Follow the warranty instructions if a repair is              statistics for many schools at
       covered under warranty.                            
  •    Ask the shop to keep the old parts for you.            •     What financial aid is available at the school?
                                                                    Request specifics such as application proce-
  •    Get all repair warranties in writing.
                                                                    dures and deadlines, how recipients are
  •    Keep copies of all paperwork.                                selected, the types of assistance available,
  Some states, cities and counties have special                     plus how and when aid will be received.

  laws that deal with auto repairs. For information
  on the laws in your state, contact your state or
  local consumer protection office (p. 84).
                                                                        College Savings Plans
                                                                  Many state governments have created pro-
                                                                  grams to make it easier for families to save
                                                                  for the education of their children. Visit
                                                         for links to informa-
                                                                  tion on the various state programs.

   8                 For information about Federal programs and services call 1 (800) FED-INFO or visit
                                  EDUCATION • EMPLOYMENT • FOOD AND NUTRITION

•     What are the school’s refund policies? If you
      enroll but never begin classes, you should
      get most of your money back. If you begin
                                                          If you’re looking for a job, you may come across
      attending classes but leave before complet-
                                                          ads from companies that prom-
      ing your coursework, you may be able to get
                                                          ise results. While some firms      For more information,
      part of your money back.
                                                          are legitimate and helpful, oth-           visit
Most of this information is covered in a school’s         ers are not. The Federal Trade
catalog or brochures. You can also find a lot of          Commission (p. 135) sues busi- and click on “Careers.”
information on the Internet – many colleges and           nesses that fraudulently adver-
career schools have websites. If you know oth-            tise employment openings and guarantee job
ers who attend or attended a school you’re con-           placement. Be wary of:
sidering, ask about their experiences and opin-
                                                          •    promises to get you a job and a guaranteed
Talk to a high school counselor, local employers,
                                                          •    upfront fees, even when you are guaranteed
and the state higher education agency. You can
                                                               a refund if you are dissatisfied,
also see if any complaints about the school have
been filed with Better Business Bureau offices            •    listing services and consultants whose ads
at (p. 139). The state higher education agency                 read like job ads, and
and BBB offices are also the places to go when            •    promotions of “previously undisclosed” gov-
you have a complaint about a school.                           ernment jobs. All federal jobs are announced
Just because a school participates in federal                  to the public at
student financial aid programs does not mean              Get a copy of the employment agency contract
the school offers quality education.                      and review it carefully before you pay any money.
FINANCIAL ASSISTANCE                                      All verbal promises made should be in the con-
The Federal Student Aid Information Center in
the U.S. Department of Education (p. 126) offers          Check with your local consumer protection
a variety of student financial aid programs. You          agency (p. 84) and the Better Business Bureau
can request application forms and information             (p. 139) to see if complaints have been filed
by calling 1-800-433-3243 or go online at                 about a company. and click on “Financial Aid.”
If you receive federal student aid and then don’t                   FOOD AND NUTRITION
finish your coursework or withdraw from school,
you’ll have to repay the loan funds you received,
less any amount your school has returned to               The following suggestions will help you save
your lender.                                              money when shopping for food. provides information on finan-             •    Use a grocery list. You will be less likely to
cial assistance from both private and govern-                  pick up extra items.
ment sources. It also has calculators that can            •    Shop at the lower-priced food stores.
help you figure out how much school will cost,                 Convenience stores often charge the highest
how much you need to save, and how much aid                    prices.
you will need.
                                                          •    Compare price-per-ounce or other unit
                                                               prices on shelf labels. Stock up on non-per-
           General Education                                   ishable items with low per-unit costs.
        Development (GED Tests)                           To help you make healthy food choices, federal
    States and other jurisdictions issue high             dietary guidelines are posted at
    school equivalency credentials to adult candi- Federal reg-
    dates who earn passing scores on GED tests.           ulations require many foods label their fat con-
    For more information, visit the American              tent, fiber and nutrients. For additional informa-
    Council for Education (ACE) at        tion on food shopping, food safety, nutrition, and
                                                          related topics, contact the U.S. Department of

For more information, visit the Consumer Action Website at                               9
HEALTH CARE • Web Resources

 Agriculture (p. 124), the Food and Drug                    •    HealthFinder ( The
 Administration (p. 127),                     federal government’s gateway to informa-
 (Click on Food), and                         tion on health issues, health care programs,
 Find other nutrition websites at                                and organizations.
                                                            •    Intelihealth (
                                                                 Information and practical advice on staying
               HEALTH CARE                                       healthy from the Harvard Medical School.
                                                            •    Mayo Clinic ( An
 Thousands of websites are now available to help                 alphabetical index of diseases and Healthy
 you make health care decisions. Be wary of                      Living Centers (for example, Women’s
 sites sponsored by companies that are trying to                 Health, Diet and Health). Consult the
 sell you a particular treatment. It is better to                Health Decisions Guide for information on
 visit sites run by government agencies and by                   medical tests and treatments.
 recognized organizations such as the Mayo                  •    Medical Library Association
 Clinic or the American Medical Association                      ( Websites identified as
 (AMA). This information should complement,                      helpful by librarians.
 not replace, what you receive from health care
 professionals. Here are some sites that are gen-           •    Mental Help Net (
 erally recognized as sources of reliable informa-               Links to centers on a broad range of mental
 tion.                                                           health issues and disorders.

                           Protect Yourself: Weight Reduction
   If you need to lose weight, talk with your doctor about the weight loss options that are best for
   you. Most health experts agree that the best and safest way to lose weight is to modestly cut
   calories, eat a balanced diet, and be physically active each day. Steer clear of harmful “self
   help” weight loss tactics, such as smoking, fasting, purging, or abusing laxatives.
   To make sure you safely lose pounds not just dollars, ask these questions:
   •   How does the product or service work? People usually do best when they reduce their usual
       calorie intake or increase the calories they use by 500 – 1,000 per day. This allows you to eat
       enough for good nutrition and, if followed daily, helps you lose about 1 to 2 pounds a week.
   •   How much will it cost? Ask for an itemized price list that includes membership fees, fees for
       weekly visits, and costs for items such as diagnostic tests, food, meal replacements, dietary
       supplements, and other products in the program.
   •   How well does it work? Ask to see studies that document success. Look for how many peo-
       ple completed the program, how much weight they lost, and how successfully they’ve kept
       the weight off over a one-year period or longer.
   •   What are the risks? Get details about side effects that can occur. Check with your doctor
       before you take prescriptions, over-the-counter weight loss drugs, or dietary supplements.
       Diets that require drastic food restriction should be under the supervision of a physician.
   •   How many calories will you eat each day? For diets under 1500 calories, be sure to check
       with your health care provider to make sure you meet all your nutrient needs.
   •   Does the program include regular physical activity?
   •   What are the staff qualifications? Ask about their training, experience and credentials.
   •   What type of attention will you receive? For example, will you get individual counseling or
       group support? How often?
   Complaints concerning fraudulent weight loss claims should be directed to the Federal Trade
   Commission (p. 135).

 10                For information about Federal programs and services call 1 (800) FED-INFO or visit
                                                    HEALTH CARE • Hospitals and Prescriptions

•   National Health Council (www.national-                tions. Specially trained surveyors evaluate each Health information links          organization for compliance with a set of stan-
    organized by topic.                                   dards. At, you can check the per-
                                                          formance of a local facility, including how it
•   National Library of Medicine
                                                          compares with similar ones around the nation.
    ( A government health
                                                          Complaints can also be posted on the website
    information center offering answers to
                                                          or by calling 1-800-994-6610.
    questions, links to research, news on clini-
    cal trials and more.                                  If you are looking for a nursing home or other
                                                          assisted living facility, these organizations can
HEALTH CARE PROVIDERS                                     help.
Finding the right doctors and health care facili-         •    Nursing Home Compare operated by the
ties is one of the most important steps in good                U.S. Department of Health and Human
health care. A good place to start is by asking                Services will help you compare the quality of
friends and associates for recommendations.                    facilities in many states at will help you identify                    (
providers and gather information via the
                                                          •    Eldercare Locator (,
                                                               another service of the U.S. Department of
•   Find out whether the provider is licensed in               Health and Human Services, provides infor-
    your state. A state or local occupational                  mation and referral services for those seek-
    and professional licensing board will be able              ing local and state support resources for the
    to give you this information (p. 84).                      elderly. Call 1-800- 677-1116, Monday through
•   Research whether any doctor you are con-                   Friday, 9 a.m. to 8 p.m., Eastern Time. Be pre-
    sidering is board-certified in the appropriate             pared with a county and city name or zip
    specialty. The sites of the AMA (www.ama-                  code where the assistance is sought. and American Board of Medical               •    The American Association of Homes and
    Specialties® ( offer this                     Services for the Aging ( is a
    information.                                               trade group that represents many nonprofit
•   For specialists, ask how often the doctor                  facilities. Phone: 202-783-2242.
    has performed the procedure you need and              •    The Assisted Living Federation of America
    see if there is a measurement for success.                 ( represents both for-profit and
    For example, the Centers for Disease                       non-profit assisted-living facilities. Phone:
    Control and Prevention publishes a detailed                703-691-8100.
    report on the success rates and number of
                                                          •    The Continuing Care Accreditation
    procedures performed by fertility clinics at
                                                               Commission ( gives its Some states collect outcome
                                                               seal of approval to facilities.
    data on the success of heart-bypass sur-
                                                          PRESCRIPTION DRUGS
•   Check whether there have been any com-
                                                          Pharmacies may charge widely different prices
    plaints or disciplinary action taken against a
                                                          for the same medicine so it is a good idea to
    provider. Two websites that can help are
                                                          comparison shop. and There are also paid sites, such          •   Ask your physician and pharmacist if a
    as, that provide ratings                generic drug may be appropriate. Generics
    based on recommendations from other doc-                  usually cost less than brand name drugs.
    tors and patients.                                    •    Consider using a mail-order pharmacy, espe-
                                                               cially if you will be taking a drug for a long
HOSPITALS, NURSING HOMES, AND                                  time. The prices charged are often lower.
ELDERCARE SERVICES                                             The National Association of Boards of
The Joint Commission on Accreditation of                       Pharmacy ( has a program
Healthcare Organizations accredits hospitals,                  called VIPPS that certifies and lists online
nursing homes, and other health care organiza-                 pharmacies.

For more information, visit the Consumer Action Website at                           11
HEALTH INSURANCE • Long-Term Care Insurance

 •    FDA’s Center for Drug Evaluation and                  ferred provider organization (PPO) offers lower
      Research ( has informa-              co-payments like an HMO, but it usually gives
      tion on prescription and over-the-counter             you more flexibility selecting a provider. A PPO
      medicines and tips for buying medicines               gives you a list of providers you can choose
      online.                                               from. If you go outside the HMO or PPO net-
                                                            work of providers, you may have to pay a portion
           HEALTH INSURANCE                                 or all of the costs.
                                                            The National Committee for Quality Assurance
 Most consumers have health care coverage from              evaluates and accredits HMOs. You can find out
 an employer. Others have medical care paid                 whether a managed health care plan is accredit-
 through government programs such as                        ed in your state by calling 1-888-275-7585. You
 Medicare, Medicaid, or the Veterans                        can also get accreditation information and a
 Administration.                                            report card on hundreds of HMOs by visiting its
                                                            website ( Medicare beneficiar-
 If you do not have insurance, look in your phone           ies can compare HMO programs at
 book under Medicaid, Social Services, Medical     and
 Assistance, Human Services, or Community         
 Service. Information about Medicare is available
 at 1-800-MEDICARE.                                         When choosing among different health care
                                                            plans, you’ll need to read the fine print and ask
 If you have lost group insurance coverage pro-             lots of questions.
 vided by a private employer as the result of
 unemployment, a death, divorce, or loss of                 •    Do I have the right to go to any doctor, hos-
 “dependent child” status, you may have the right                pital, clinic or pharmacy I choose?
 to temporary continuation of coverage under the            •    Are specialists such as eye doctors and
 Consolidated Omnibus Budget Reconciliation                      dentists covered?
 Act (COBRA). You, not the employer, pay the
                                                            •    Does the plan cover special conditions or
 premium for this coverage. When one of these
                                                                 treatments such as pregnancy, psychiatric
 events occur, you must be given at least 60 days
                                                                 care and physical therapy?
 to decide whether you wish to purchase the cov-
 erage.                                                     •    Does the plan cover home care or nursing
                                                                 home care?
 Some states may offer an insurance pool to pro-
 vide insurance coverage for residents who are              •   Will the plan cover all medications my physi-
 unable to obtain medical insurance because of                  cian may prescribe?
 health conditions. These pools may also provide            •   What are the deductibles? Are there any co-
 health benefit portability coverage to individuals             payments?
 who have exhausted COBRA benefits and have
 no other portability options available to them. To         •   What are the maximum amounts I will have
 find out if a pool is available in your state, check           to pay out of my own pocket to cover
 with your state department of insurance (p. 108).              expenses?
 Children who do not have health insurance are              •    Are there any caps on how much I can be
 likely to be eligible for free or low-cost health               reimbursed in a year? In my lifetime?
 insurance through similar state programs. Visit or call 1-877-KIDS-                  •    If there is a dispute about a bill or service,
 NOW for more information.                                       how is it handled? In some plans, arbitra-
                                                                 tion is mandatory.
 Traditional fee-for-service insurance plans are
 usually the most expensive way to pay for health           LONG-TERM CARE INSURANCE
 care but they offer the most flexibility when
                                                            Medical advances have resulted in an increasing
 choosing providers and may cover treatments
                                                            need for nursing home care and assistance with
 the other plans do not. A health maintenance
                                                            activities of daily living. Traditional health care
 organization (HMO) is an alternative that offers
                                                            plans and Medicare severely limit or exclude
 lower co-payments and may cover the costs of
                                                            long-term care. Long-term health care insurance
 more preventative care. Your choice of service
 providers, if there is a choice, is limited. A pre-

 12                For information about Federal programs and services call 1 (800) FED-INFO or visit
                 HEALTH INSURANCE • Long-Term Care /HOUSING • Buying a Home

can fill this gap. Here are some questions to ask
when considering one of these plans.
•   What type of care is covered? A policy may
                                                          The U.S. Department of Housing and Urban
    cover nursing home care, at-home care with
                                                          Development (HUD) pro-
    the assistance of visiting nurses and thera-                                          For information on
                                                          vides information on a full
    pists, or both. There may be restrictions on                                         homeowner’s insur-
                                                          range of housing topics
    assisted-living facilities that provide less                                         ance, see Insurance
                                                          including renting, buying,
    client care than a nursing home. In some                                                    (p. 17).
                                                          selling, and home improve-
    cases these facilities are totally excluded.
                                                          ments at Links
    At-home care policies may provide coverage
                                                          to other information on housing are available at
    for homemaking assistance such as food
    preparation and housecleaning.
                                                          If you believe you are being discriminated
•   What will the benefit amount be? Most
                                                          against in your search for a home on the basis of
    plans are written to provide a specific dollar
                                                          your race, color, nationality, religion, sex, famil-
    benefit per day. The benefit for home care is
                                                          ial status, or disability, contact HUD’s Office of
    usually about half the nursing-home benefit.
                                                          Fair Housing at 1-800-669-9777.
    But some policies pay the same for both
    forms of care. Some pay only the actual               BUYING A HOME
    charges you incur while others pay the full
                                                          Real estate agents represent home sellers not
    daily benefit no matter what your expenses
                                                          buyers. You can often get a lower sale price on a
                                                          house by employing a buyer-broker who works
•   What is the benefit period? It is possible to         for you not the seller. Don’t purchase any house
    purchase a policy with lifetime benefits but          until a home inspector that you selected has
    this option can be very expensive. Other              examined it.
    options for coverage are from one to six
                                                          Home Financing
    years. The average nursing home stay is
    about two and one-half years.                         When shopping for a mortgage to buy a house,
                                                          ask for details on the same loan amount, loan
•   Is the benefit adjusted for inflation? If you
                                                          term, and type of loan so that you can compare
    buy a policy prior to age 60, you face a sig-
                                                          the information.
    nificant risk that inflation will render a set
    daily benefit inadequate by the time you              •     Research current interest rates in the real
    need it.                                                    estate section of your local newspaper, by
                                                                using the Internet, or by calling at least six
•   Is there a waiting period before benefits
                                                                lenders for information. Ask for the APR,
    begin? A 20 to 100 day period is not unusual.
                                                                which takes into account not only the inter-
•   What qualifies you for benefits? Some                       est rate but also points, broker fees, and cer-
    insurers say you must be unable to perform                  tain other credit charges that you may be
    a specific number of these activities of daily              required to pay, expressed as a yearly rate.
    living: eating, walking, getting from bed to a              The website has a
    chair, dressing, bathing, using a toilet and                Mortgage Scorecard that can help you find
    remaining continent.                                        online sources for comparisons.

                                                                         Renting a Home
          For more help with consumer                         Do not limit your rental-housing search to
                                                              classified ads or referrals from friends and
            complaints, check out the
                                                              acquaintances. Contact building managers and
           Sample Complaint Letter on                         owners of buildings where you would like to
                    page 44.                                  live to see if anything is available. Signing a
                                                              lease usually obligates you to make all monthly
                                                              payments for the term of the agreement.

For more information, visit the Consumer Action Website at                           13
HOUSING • Home Improvement

                                                                   required to purchase private mortgage
            Mortgage Refinancing                                   insurance (PMI) to protect the lender.

     Consider refinancing your mortgage if you can            •    If PMI is required, ask what the total cost of
     get a rate that is at least one percentage point              the insurance will be. Also, how much will
     lower than your existing mortgage rate and if                 the monthly mortgage payment be when the
     you plan to keep the new mortgage for several                 PMI premium is added and how long you
     years or more. Calculate how much your new                    will be required to carry PMI.
     mortgage (including up-front fees) will cost             The Real Estate Settlement Procedures Act
     and whether, in the long run, it will cost less          (RESPA) requires lenders to give you informa-
     than your current mortgage. One way of sav-              tion on all closing costs and escrow account
     ing on refinancing fees is to check first with           practices. Any business relationships between
     the lender who holds your current mortgage.              the lender and closing service providers or
     The lender may be willing to waive some of               other parties to the transaction must also be
     the fees, especially if the work relating to the         disclosed. Many of the fees are negotiable.
     mortgage closing is still current.                       More information is available from the Federal
                                                              Trade Commission (p. 135), the Federal Reserve
 •     You can also get information on the mort-              Board (p. 135), and the Department of Housing
       gage process at Fannie Mae’s website                   and Urban Development (p. 128)., or at and www.stopmortgage-                HOME IMPROVEMENT                                             Home repairs can cost thousands of dollars and
 •     Contact Fannie Mae for more information                are the subject of frequent complaints. When
       about the home loan process: Fannie Mae                selecting a contractor:
       Corporate Headquarters, 3900 Wisconsin                 •    Get recommendations and references. Talk
       Ave. NW, Washington DC, 20016. Phone 202-                   to friends, family and other people for whom
       752-7000. You can also e-mail Fannie Mae at                 the contractor has done similar work. or visit them
                                                              •    Get at least three written estimates from
       online at
                                                                   contractors who have come to your home to
 •     Check the rates for 30-year, 20-year and 15-                evaluate what needs to be done. Be sure the
       year mortgages. You may be able to save                     estimates are based on the same work so
       thousands of dollars in interest charges by                 that you can make meaningful comparisons.
       getting the shortest-term mortgage you can
                                                              •    Make sure the contractor meets licensing
                                                                   and registration requirements with your
 •     Ask whether the rate is fixed or adjustable.                local or state consumer agency. Some
       The interest rate on adjustable rate mort-                  states require licensees to pass tests for
       gage loans (ARMs) can vary a great deal                     competency and scrutinize licensees for
       over the lifetime of the mortgage. An                       financial solvency. Some states also have a
       increase of several percentage points might                 fund to cover some financial losses that
       raise payments by hundreds of dollars per                   result from problems with licensed contrac-
       month.                                                      tors.
 •     If a loan has an adjustable-rate, ask how              •    Check to see if state or local laws limit the
       your rate and loan payment will vary, includ-               amount by which the final bill can exceed
       ing whether payments will be reduced when                   the estimate, unless you have approved the
       rates go down.                                              increase.
 •     Ask whether prepayment of a loan is allowed            •    Check contractor complaint records with the
       and if there is a penalty for doing so.                     Better Business Bureau (p. 139).
 •     Find out what down payment is required.                •    Get the names of suppliers and ask if the
       Some lenders require 20 percent of the                      contractor makes timely payments.
       home’s purchase price as a down payment.
       But many lenders now offer loans that
       require less. In these cases, you may be

 14                  For information about Federal programs and services call 1 (800) FED-INFO or visit
                          HOUSING • Home Improvement/ INSURANCE • Avoiding Fraud

•   Contact your local building inspection                      •     offers exceptionally long guarantees;
    department to check for permit and inspec-                  •     can only be reached by leaving mes-
    tion requirements. Be wary if the contractor                      sages with an answering service;
    asks you to get the permit. It could mean the
    firm is not licensed.                                       •     drives an unmarked van or has out-of-
                                                                      state plates on his/her vehicles; or
•   Be sure your contractor has the required
    personal liability, property damage and                     •     asks you to pay for the entire job up
    worker’s compensation insurance for his/her                       front.
    workers and subcontractors. Also check                With most home improvements, federal law
    with your insurance company to find out if            gives you three business days to cancel without
    you are covered for any injury or damage              penalty. Of course you would be liable for any
    that might occur.                                     benefit already received. State laws may also
•   Insist on a complete written contract. Know           provide some protection. See Your Rights: 3-Day
    exactly what work will be done, the quality of        Cooling-Off Rule (p. 27). If you finance home
    materials that will be used, warranties,              improvements with a home equity loan and
    timetables, the names of any subcontrac-              don’t make your payments, you could lose
    tors, the total price of the job, and the             your home. See Home Equity Loans (p. 23).
    schedule of payments.
•   Try to limit your down payment. State law                                 INSURANCE
    may specify that only a certain percentage
    of the total cost may be made as a down
                                                          General sources of insurance information
                                                          include the American Council of Life Insurers
•   Understand your payment options. Compare              (p. 151), Insurance Information Institute (p. 154),
    the cost of getting your own loan versus              National Association of Insurance
    contractor financing.                                 Commissioners (p. 154), and your state insur-
•   Don’t make final payment or sign an affi-             ance department (p. 108). You can also visit
    davit of final release until you are satisfied

    with the work and know that subcontractors                       Beware: Insurance Fraud
    and suppliers have been paid. State lien
    laws may allow unpaid subcontractors                    To avoid insurance fraud:
    and/or unpaid suppliers to attach your                  •       Be wary of people selling insurance door-
    home.                                                           to-door and over the telephone.
•   Pay by credit card when you can. Under fed-             •       Be suspicious if, after an accident, a
    eral and state law, in most cases, you have                     stranger contacts you to offer “quick
    the right to withhold payment to the credit                     cash” or recommends a particular attor-
    card company until problems are corrected                       ney or health care provider. Report the
    (see p. 20).                                                    incident to your police department.
•   Be especially cautious if the contractor:               •       Don’t give your insurance identification
    •   comes door-to-door or seeks you out;                        numbers to companies you don’t know.
    •   just happens to have material left over             •       Carry a disposable camera in your glove
        from a recent job;                                          compartment. If you are in an accident,
                                                                    take as many pictures as possible of the
    •   tells you your job will be a “demonstra-
                                                                    damage and of all the people involved.
                                                                    Get any passengers’ names and tele-
    •   offers you discounts for finding other                      phone numbers along with the driver’s
        customers;                                                  license.
    •   quotes a price that’s out of line with              If you suspect fraud, call the National
        other estimates;                                    Insurance Crime Bureau’s hotline at 1-800-
    •   pressures you for an immediate decision;            835-6422. For more information, check out

For more information, visit the Consumer Action Website at                               15
INSURANCE • Researching Options

 these websites:,                                ter deal and always check prices compiled and                           by your state insurance department.
 (click on money).
                                                               •    Make sure the insurance company is
 Whether you’re buying home, life, auto, or dis-                    licensed and covered by the state’s guaran-
 ability insurance, you should:                                     ty fund. The fund pays claims in case the
                                                                    company defaults. Your state insurance
 •       Check several sources for the best deal.
                                                                    department (p. 108) can provide this infor-
         Getting quotes on an Internet site like
                                                                    mation. can help.
         has an Insurance Marketplace Scorecard                •    Check the financial stability and soundness
         that will help you identify other sites for                of the insurance company. Ratings from
         quotes. Be aware that many online quote                    these sources are available on the Internet
         services provide prices for just a few compa-              and at most public libraries: A.M. Best
         nies. An independent insurance agent in                    Ratings (, Standard &
         your local area may be able to get you a bet-              Poor’s (,

                                     Your Rights: Credit Reports
     A credit report contains information on where you work and live, how you pay your bills, and
     whether you’ve been sued, arrested, or filed for bankruptcy. Consumer Reporting Agencies
     (CRAs) gather this information and sell it to creditors, employers, insurers, and other businesses.
     The information may be used when you apply for credit, housing, insurance, or a job.
     The most common type of CRA is the credit bureau. The three major national credit bureaus are:
     Equifax: 1-800-685-1111
     Experian: 1-888-397-3742
     TransUnion: 1-800-916-8800
     The Fair Credit Reporting Act controls how your credit history is kept, used and shared. It is
     designed to promote accuracy and ensure the privacy of the information in credit reports.
     •    Only people with a legitimate business need can get a copy of your report.
     •    An employer or a prospective employer can only get your report with your written consent.
     •    Creditors, employers, or insurers need your approval to get any medical information.
     Negative information concerning your use of credit can be kept in your report for seven years. A
     bankruptcy can be kept for ten years. Information about a lawsuit or an unpaid judgment against
     you can be reported for seven years or until the statute of limitations runs out, whichever is
     Anyone who takes adverse action against you such as denying your application for credit, insur-
     ance, or employment in response to a credit report must give you the name, address, and tele-
     phone number of the CRA that provided the report. See page 20 for how to remove or dispute
     incorrect information.
     Under the Fair Credit Reporting Act, you also have the right to:
     •    Know what is in your credit report, including medical information and, usually, the sources of
          the information.
     •    Get a free report if a company takes adverse action against you based on the report and you
          request your report within 60 days of receiving the notice of the action.
     •    One free report a year if you can prove that you are unemployed and plan to look for a job with-
          in 60 days; if you are on welfare; or if your report is inaccurate because of fraud. Otherwise a
          CRA may charge you $9 for a copy of your report.

 16                   For information about Federal programs and services call 1 (800) FED-INFO or visit
                                         INSURANCE • Auto, Homeowner, Life and Disability

    Moody’s Investors Services                            •   Ask about discounts for persons over 55
    (, and Weiss Ratings, Inc.                 years of age or long-term customers.
                                                          •    Insure your house NOT the land under it.
•   Research the complaint record of the compa-                After a disaster, the land is still there. If you
    ny. Contact your state insurance department                don’t subtract the value of the land when
    or visit the website of the National                       deciding how much homeowner’s insurance
    Association of Insurance Commissioners                     to buy, you will pay a higher premium than
    that has a database of complaints filed with               you should.
    state regulators at
                                                          •    Make certain you purchase enough coverage
•   Find out what others think about the compa-                to replace what is insured. “Replacement”
    ny’s customer service. For a scorecard eval-               coverage lets you rebuild your home and its
    uating insurance companies go to                           contents. An “Actual Cash Value” policy is How consumers rate                          cheaper but pays what your property would
    homeowner insurance companies is avail-                    cost to replace minus depreciation.
    able from J.D. Powers and Associates at
                                                          •    Special coverage may be required for com-
                                                               puters, cameras, jewelry, art, antiques, musi-
•   Once you pay your first insurance premium,                 cal instruments, stamp collections, etc.
    make sure you receive a written policy within
                                                          Remember that flood and earthquake damage
    60 days. This tells you the agent forwarded
                                                          are not covered by a standard homeowners poli-
    your premium to the insurance company.
                                                          cy. The cost of a separate earthquake policy will
                                                          depend on the likelihood of earthquakes in your
                                                          area. Homeowners who live in areas prone to
Getting several quotes on insurance for a motor           flooding should take advantage of the National
vehicle may save you hundreds of dollars a year.          Flood Insurance Program. Call 1-888-CALL-
•   Consider raising your deductibles on colli-           FLOOD or visit
    sion and comprehensive coverages. If you              LIFE INSURANCE
    have an old car, it may make sense to drop
    these coverages altogether.                           The need for life insurance varies over the life
                                                          cycle. For example, the arrival of children usually
•   Take advantage of discounts. Some compa-              triggers a sharp increase in the amount needed.
    nies offer discounts to motorists who drive           As children grow older and leave the nest, most
    less than a certain amount of miles in a year.        parents eventually see a reduced need for pro-
    There may be other discounts for more than            tection.
    one car, insuring your vehicles and home
    with the same company, no moving vehicle              Term policies are the least costly. They pay
    violations or accidents in three years, driv-         death benefits only – they have no cash value.
    ers over 50 years of age, driver training             Policies remain in effect for a specific term,
    courses, anti-theft devices, safety features          such as one year, or until you reach a certain
    such as air bags, and good grades for stu-            age. Visit for online com-
    dents.                                                parisons of term life insurance.
                                                          Whole life, universal life, and other cash value
HOMEOWNER/RENTER INSURANCE                                policies combine a long-term savings and
Your home’s price, age and location all influence         investment product with life insurance.
what you will pay for home insurance. Shopping            Canceling these policies after only a few years
around for insurance can save as much as sever-           can more than double your life insurance costs.
al hundred dollars a year.                                DISABILITY INSURANCE
•   Consider a higher deductible.                         Disability can be more disastrous financially
•   Ask your insurance agent about security fea-          than death. If you are disabled, you lose your
    tures that might reduce your premiums, such           earning power. You still have living expenses
    as dead-bolt locks, smoke detectors, an               and, often, huge expenses for medical care.
    alarm system, storm shutters or fire retar-
    dant roofing material.

For more information, visit the Consumer Action Website at                             17

 When purchasing disability insurance, ask:
                                                                          MONEY AND CREDIT
 •     How is disability defined? Some policies
       consider you disabled if you are unable to             This section contains information on savings
       perform the duties of any job for which you            and checking accounts, loans, credit, debt collec-
       are qualified. Better plans pay benefits if you        tion, and investing.
       are unable to do the usual duties of your own
       occupation.                                            SAVINGS AND CHECKING ACCOUNTS

 •    When do benefits begin? Most plans have a               With the Internet, you can now compare local
      waiting period after an illness before pay-             bank services and credit offers with those from
      ments begin.                                            financial institutions around the nation.
                                                     provides up-to-date interest
 •     How long do benefits last? After the waiting           rate reports on mortgages, auto loans, credit
       period, payments are usually available to              cards, home equity loans, savings and other
       age 65, though shorter or longer terms are             banking products. rates banks,
       also available.                                        credit cards, investment brokers, insurance,
 •    What are the benefits? What dollar amount               mortgages, real estate brokers in the U.S. and
      is promised? Can it be reduced by Social                Canada. When choosing a savings or checking
      Security disability and workers’ compensa-              account, you will want to:
      tion payments? Are the benefits adjusted for            •    consider the rate of interest the account will
      inflation? And will the policy provider con-                 earn (if any);
      tinue making contributions to your pension
      plan so you have retirement benefits when               •    look for a checking account that has a low (or
      the disability coverage ends?                                no) minimum balance requirement that you
                                                                   can, and do, meet.
 For more information on disability insurance,
 visit and Also see                 To compare checking accounts, request a list of
 “Long-Term Care Insurance” on page 12.                       fees that are charged on each. Some institutions
                                                              will drop or lower checking fees if you have pay-
                                                              checks directly deposited by your employer.
                                                              Direct deposit offers the additional advantages
                                                              of convenience, security, and immediate access
                                                              to your money.

                                Financial Institution Regulators
               A number of Federal, state and local agencies regulate financial institutions.

     State chartered banks and
                                          State chartered banks that are
     trust companies that are
                                          not members of the Federal              State chartered banks are
     members of the Federal
                                          Reserve System are regulated            also regulated by state bank-
     Reserve System are covered
                                          by the Federal Deposit                  ing authorities (p. 104).
     by the Federal Reserve
                                          Insurance Corporation (p. 134).
     System (p. 135).

     Banks with National in the
     name or N.A. after the name          Federal savings and loans and           Federally chartered credit
     are regulated by the                 Federal savings banks are               unions are regulated by the
     Comptroller of the Currency,         regulated by the Office of              National Credit Union
     U.S. Department of the               Thrift Supervision (p. 132).            Administration (p. 137).
     Treasury (p. 131).

 18                  For information about Federal programs and services call 1 (800) FED-INFO or visit
                         MONEY AND CREDIT • Getting Credit and Regulatory Agencies

                                  Your Rights: Getting Credit
 The Equal Credit Opportunity Act protects you when dealing with anyone who regularly offers
 credit, including banks, finance companies, stores, credit card companies and credit unions. When
 you apply for credit, a creditor may not:
 • ask about or consider your sex, race, national origin or religion;
 •   ask about your marital status or your spouse, unless you are applying for a joint account or rely-
     ing on your spouse’s income, or unless you live in a community property state (Arizona,
     California, Idaho, Louisiana, Nevada, New Mexico, Texas and Washington);
 •   ask about your plans to have or raise children;
 •   refuse to consider public assistance income or regularly received alimony or child support; or
 •   discount or refuse to consider income because of your sex or marital status or because it is
     from part-time work or retirement benefits.
 You also have the right to:
 • have credit in your birth name, your first name and your spouse’s last name, or your first name

    and a combined last name;
 •   have a co-signer other than your spouse if one is necessary;
 •   keep your own accounts after you change your name or marital status or retire, unless the
     creditor has evidence you are unable or unwilling to pay;
 •   know why a credit application is rejected; the creditor must give you the specific reasons or tell
     you of your right to find out the reasons if you ask within 60 days;
 •   have accounts shared with your spouse reported in both your names; and
 •   know how much it will cost to borrow money.
 The Truth in Lending Act requires lenders to give you information on the cost and terms of credit
 so you can compare different offers. The total finance charge is a dollar amount that includes all
 interest and fees that must be paid to get a loan. The annual percentage rate (APR) is the rate of
 interest paid over the term of the loan.

Bank failures are rare these days, but they still         CHECKING/DEBIT CARDS
happen. If your financial institution fails, you          With a debit card and personal identification
may not be covered if you have more than                  number (PIN), you can use an Automated Teller
$100,000 in any one bank. Look for a sign at your         Machine (ATM), to withdraw cash, make
bank that says your money is protected by the             deposits, or transfer funds between accounts.
FDIC (The Federal Deposit Insurance                       Some ATMs charge a fee if you are not a mem-
Corporation). The FDIC (p. 134) provides infor-           ber of the ATM network or are making a transac-
mation in print and on that will             tion at a remote location. ATMs must disclose
help you determine whether your money is pro-
tected. Credit union accounts have similar pro-                Beware: Credit Insurance
tection from the NCUA (The National Credit              When you finance a car, home, or other large pur-
Union Association,w                       chase, a salesperson may try to sell you credit
Under Federal law you could lose all the money          insurance. Your credit card company may also
in your bank account and the unused portion of          encourage you to purchase credit insurance. The
your line of credit established for overdrafts if       coverage may be promoted as a way for you to
you fail to report an unauthorized transfer or          protect yourself if your property is damaged or
withdrawal within 60 days after your bank state-        lost. Other credit insurance promises to make
ment is mailed to you.                                  loan payments if you are laid off, become dis-
                                                        abled or die. It is almost always better to pur-
                                                        chase regular property, life or disability insurance
                                                        instead of credit insurance.

For more information, visit the Consumer Action Website at                         19
MONEY AND CREDIT • Resolving Credit Problems

                                RESOLVING CREDIT PROBLEMS

   Lost and Stolen Debit/Check Cards and Stored-Value Cards
   Report a lost or stolen ATM or debit/check card to the issuer immediately.
   •   If you report an ATM card missing before it’s used without your permission, you are not
       responsible for any unauthorized withdrawals.
   •   Federal regulations limit your liability to $50 if you report the loss within two business days
       after you realize your card is missing, and to $500 if you report the loss between 2 and 60
   •   Self-imposed industry rules limit your liability to zero if you report the loss within two busi-
       ness days, and to $50 if you report it more than two business days after realizing your card is
   Stored-value cards contain cash value stored electronically on the card itself. Stored-value
   cards and the transactions you make using them may not be covered by the Electronic Funds
   Transfer Act. This means you may not be covered for loss or misuse of the card.

   Credit Billing Disputes
   The Fair Credit Billing Act applies to problems with credit card and charge accounts and over-
   draft checking such as:
   •   billing errors;
   •   unauthorized use of your account;
   •   goods or services charged to your account but not received or not provided as promised; and
   •   charges for which you request an explanation or written proof of purchase.
   To dispute an amount, request proof of purchase, or complain regarding goods or services
   •   Write to the creditor or card issuer within 60 days after the first bill containing the disputed
       charge is mailed to you. (Even if more than 60 days have passed since you were billed for the
       item, you still may be able to dispute the charge if you only recently found out about the
   •   Send your letter to the address provided on the bill. Do not send the letter with your pay-
   •   Be specific. In your letter, give your name and account number, the date and amount of the
       charge disputed, and a complete explanation of why you are disputing the charge
   Send your letter by certified mail, with a return receipt requested, if you want to be sure it’s
   If you follow these requirements, the creditor or card issuer must acknowledge your letter in
   writing within 30 days after it is received and conduct an investigation within 90 days.
   While the bill is being investigated, you need not pay the amount in dispute. The creditor or card
   issuer may not take action to collect the disputed amount, including reporting the amount as
   delinquent, and may not close or restrict your account.
   If there was an error, the creditor or card issuer must credit your account and remove any
   finance charges or late fees relating to the amount not owed. For any amount still owed, you

 20                 For information about Federal programs and services call 1 (800) FED-INFO or visit
                                            MONEY AND CREDIT • Resolving Credit Problems

    have the right to an explanation and copies of documents proving you owe the money.
    If the bill is correct, you must be told in writing what you owe and why. You will owe the amount
    disputed plus any finance charges.

    Out of Control Debt
    Counseling services provide assistance to persons having difficulty budgeting money and pay-
    ing bills. Credit unions, cooperative extension offices, military family service centers and reli-
    gious organizations are among those that may offer free or low-cost credit counseling.
    Members of the National Foundation for Consumer Credit (NFCC) provide educational pro-
    grams on money management and help in developing debt payment plans. These locally man-
    aged, nonprofit agencies operate under the name Consumer Credit Counseling Service
    (CCCS). To locate the nearest NFCC member, call toll-free, 24 hours a day, 1-800-388-2227 or
    visit is a nonprofit, Internet-based debt counseling service. It assists families and indi-
    viduals with debt, credit, money and financial problems through its website at

                                                                                                              MONEY, as well as through one-on-one counseling at 1-800-680-DEBT.

    Negative Credit Information in Your Credit Report
    If there is inaccurate or incomplete information in your credit report:
    •   Contact both the credit reporting agency (CRA) and the company that provided the infor-
        mation to the CRA.
    •   Tell the CRA in writing what information you believe is inaccurate.
    Under The Fair Credit Reporting Act, the information provider is required to investigate and
    report the results to the CRA. If the information is found to be incorrect, it must notify all
    nationwide CRAs to also correct your file. If the investigation does not solve your dispute, ask
    that your statement of the dispute be included in your file. A notice of your dispute must be
    included anytime the CRA reports the item. See Your Rights: Credit Reports on page 16.
    If the information is accurate, only time, hard work, and a personal debt repayment plan will
    improve your credit report. Credit repair companies advertise that they can erase bad credit for
    a hefty fee. Don’t believe it.
    Under the Credit Repair Organizations Act, credit repair companies can’t require you to pay
    until they have completed promised services. They must also give you:
    •   a copy of the “Consumer Credit File Rights Under State and Federal Law” before you sign a
    •   a written contract that spells out your rights and obligations; and
    •   three days to cancel without paying any fees.
    Some credit repair companies promise to help you establish a whole new credit identity. You
    can be prosecuted for fraud if you use the mail or telephone to apply for credit with false infor-
    mation. It is a federal crime to make false statements on a loan or credit application, to mis-
    represent your social security number, or to obtain an Employer Identification Number from the
    Internal Revenue Service under false pretences.
    Your state may also regulate credit repair companies. If you have lost money to credit repair
    scams, contact your state or local consumer affairs office (p. 84) or the National Fraud
    Information Center (p. 148).

For more information, visit the Consumer Action Website at                        21

                                                                Although a debit card looks like a credit card,
      Protect Yourself: Card Fraud                              the money for the purchase is transferred imme-
               and Theft                                        diately from your bank account to the store’s
                                                                account. The purchase will be shown on your
  •       Sign cards when they arrive, so no one can            bank account statement.
          forge your signature on the cards and use
          them.                                                 Some stores are beginning to allow a new
                                                                process of payment called electronic check con-
  •       Keep a record of your card numbers and                version. With electronic check conversion, your
          expiration dates and the phone number of              check is used as a source of information - for
          the card issuer in a safe place. If your card         the check number, your account number, and the
          is stolen or missing, notify the card com-            number that identifies your financial institution.
          pany immediately.                                     The information is then used to make a one-
  •       Keep your PIN numbers a secret. Don’t                 time electronic payment from your account - an
          write a PIN on a card or on a slip of paper           electronic funds transfer.
          kept with your card.                                  When you use a debit card or an electronic
  •       Don’t give your card number over the                  funds transfer, federal law does not give you the
          phone to unfamiliar companies or to peo-              right to stop payment. You must resolve the
          ple who say they need it to “verify” your             problem with the seller.
          identity in order to give you a prize.
  •       Draw a line through blank spaces on credit            There are many different kinds of consumer
          slips. Never sign a blank slip.                       loans available. It is important to understand
  •       Take your receipts after completing a                 the terms and conditions of any loan before you
          transaction.                                          apply.
  •       Destroy carbons and incorrect charge                  PAYDAY AND TAX REFUND LOANS
          slips.                                                With a typical payday loan, you might write a
  •       Promptly compare receipts with bank                   personal check for $115 to borrow $100 for two
          statements to be sure there are no errors             weeks (until payday). The annual percentage
          or unauthorized transactions. If there is a           rate (APR) in this example is 390 percent!
          problem, contact the card company imme-               Payday loans are illegal in some states.
          diately at the address or phone number                Another high cost way to borrow money is a tax
          provided.                                             refund loan. This type of credit lets you get an
                                                                advance on a tax refund. APRs as high as 774%
 the fee on the terminal screen or on a sign next
                                                                have been reported. If you are short of cash,
 to the screen.
                                                                avoid both of these loans by asking for more
 Retail purchases can also be made with a debit                 time to pay a bill or seeking a traditional small
 card. During the transaction you will have to                  loan. Even a cash advance on your credit card
 enter your PIN or sign for the purchase.                       may cost less.

 !                                           Charitable Giving
      Investigate before you donate. Some con artists use names similar to well-known charities
      or pretend to be raising money for state or local law enforcement agencies.
      •     Ask for written information, including how much of the money raised is actually used for
            charitable purposes.
      •     Ask your Secretary of State if the charity is registered to solicit in your state.
      Check the Better Business Bureau (p. 139) and others for information on charities:,, and See also Youth Peddling on
      page 26.

 22                    For information about Federal programs and services call 1 (800) FED-INFO or visit
                                 MONEY AND CREDIT • Loans, Fraud, and Debt Collection

     Protect Yourself: Investment                                Your Rights: Debt Collection
                Fraud                                        The Fair Debt Collection Practices Act
 Deceptive or fraudulent sales pitches for                   applies to those who collect debts owed to
 investments often misrepresent or leave out                 creditors for personal, family and household
 facts in order to promote fantastic profits with            debts, including car loans, mortgages, charge
 little risk. No financial investment is risk-free           accounts and money owed for medical bills. A
 and a high rate of return means greater risk.               debt collector is someone hired to collect
 Before investing in stocks, bonds or mutual                 money owed by you.
 funds, get written financial information such               If you are contacted by a debt collector, you
 as a prospectus or annual report. Beware if a               have a right to a written notice, sent within 5
 salesperson:                                                days after you are first contacted, telling
 •   Tells you to borrow money or cash in                    you the amount owed, the name of the credi-
     retirement funds to invest;                             tor, and what action to take if you believe
                                                             you don’t owe the money.
 •   Pressures you to invest immediately, and
     offers to send an overnight courier to pick             If you owe the money or part of it, contact

     up your check and give you forms to sign;               the creditor to arrange for payment. If you
                                                             believe you don’t owe the money or don’t
 •   Promises quick profits;                                 owe the amount claimed, contact the credi-
 •   Says that the risk disclosure documents                 tor in writing and send a copy to the debt
     and statements required by Federal law                  collection agency with a letter telling them
     are just a formality;                                   not to contact you.
 •   Tells you to write false information on your            A debt collector may not:
     account form, for example, to overstate                 •    contact you at unreasonable times or
     your income;                                                 places, for example, before 8 a.m. or after 9
 •   Sends material not printed on letterhead                     p.m., unless you agree, or at work if you tell
     stationery or with typographical errors;                     the debt collector your employer disap-
 •   Does not send your money promptly when
     you order the broker to close a trade and               •    contact you after you write a letter to the
     send you your balance;                                       collection agency telling them to stop,
                                                                  except to notify you if the debt collector or
 •   Offers to share inside information; or
                                                                  creditor intends to take some specific
 •   Uses words like “guarantee,” “high return,”                  action;
     “limited offer,” or “as safe as a CD.”
                                                             •    contact your friends, relatives, employer or
                                                                  others, except to find out where you live
                                                                  and work;
Consider carefully before taking out a home
                                                             •    tell your friends, etc. that you owe money;
equity loan. Although this type of loan might let
you take tax deductions you could not take with              •    harass you by, for example, threats of harm
other types of loans, they reduce the equity that                 to you or your reputation, use of profane
you have built up in your house. And if you are                   language or repeated telephone calls;
unable to make payments, you could lose your
                                                             •    make any false statement, including that
                                                                  you will be arrested; or
Home equity loans can either be a revolving line
                                                             •    threaten to have money deducted from
of credit or a one-time, closed-end loan.
                                                                   your paycheck or to sue you, unless the
Revolving credit lets you choose when and how
                                                                   collection agency or creditor intends to do
often to borrow against the equity in your home.
                                                                   so and it is legal.
In a closed-end loan, you receive a lump sum for
a particular purpose, such as remodeling or                  To file a complaint, contact your state or local
tuition. Apply for a home equity loan through a              consumer protection agency (p. 84) and the
bank first. Bank loans are likely to cost less than          FTC (p. 135).

For more information, visit the Consumer Action Website at                                 23
IMONEY AND CREDIT • Investing and Identity Theft

                                                                   ings on stocks and futures contracts go up
                                                                   and down with the market. Keep in mind
        Beware: Online Investing                                   that just because an investment has done
     Online investing isn’t a surefire way to get                  well in the past is no guarantee it will do
     rich. In fact, research shows that the vast                   well in the future. Changes in management
     majority of day traders – those who make                      and economic conditions could lead to very
     frequent online trades – lose money. The                      different results.
     North American Securities Administrators
     Association offers information about online              •    What type of earnings can you expect? Will
     investing, online broker ratings, investor                    you get income in the form of interest, divi-
     rights, and a complaint center at                             dends or rent payments? What is the poten-                                      tial for the value of your investment over
                                                                   time? Some investments, such as stocks
                                                                   and real estate, have the potential for both
 loans offered by finance companies. When com-                     generating earnings and growing in value.
 paring loan offers, read all material and ask the            •    Is there a chance you won’t get your money
 following questions before you sign:                              back or the earnings promised? The federal
 •    What is the minimum monthly payment?                         government typically backs up bank savings
 •    What is the annual percentage rate?
 •     If the interest rate is adjustable, how much                Dealing with Identity Theft
       can it increase at one time?
                                                               The Federal Trade Commission received more
 •    What is the maximum interest rate?                       reports on identify theft than any other con-
 •    What are the annual and transaction fees?                sumer complaint during 2002. How can some-
                                                               one steal your identity? They use your name,
 •     If the loan is for revolving credit, how large a        Social Security number, credit card number, or
       credit line is available?                               other personal information to commit fraud or
 •    What are the initiation fees for a closed end            theft. They might:
      loan?                                                    •   run up charges on your existing credit card
 When choosing where to invest your money, you                 •   open new credit card accounts or cellular
 must do your homework. Investment options                         phone service using your name, or
 include stocks and bonds, commodity futures,                  •   open a bank account in your name and
 real estate investment trusts (REITs), and sav-                   write bad checks on it.
 ings vehicles such as bank savings accounts,
                                                               Problems that result, such as unpaid bills, are
 US Savings Bonds, and certificates of deposit
                                                               reported on your credit report. Check your
                                                               credit report once a year. Check it more fre-
 Make sure you have answers to all of these                    quently if you believe that someone has imper-
 questions before you invest:                                  sonated you in order to get credit or other
 •    What will happen when you want to withdraw               benefits in your name. See Your Rights: Credit
      your money? Getting money from a savings                 Reports on page 16.
      account in a bank or a mutual fund is fast               To simplify the lengthy credit-repair process,
      and easy. A certificate of deposit (CD) can-             the FTC offers an ID Theft Affidavit you can
      not be converted to cash before a specified              use to report the crime to most of the parties
      period of time without a penalty. Stocks and             involved. Request a copy of the form by calling
      bonds can be sold at any time, but you could             toll-free 1-877-ID-THEFT or visiting the feder-
      experience a loss if the value of the invest-            al government’s ID Theft website at www.con-
      ment is down when you sell.                     All three credit bureaus
 •    What can you expect to earn on your money?               and many major creditors have agreed to
      While bank savings accounts, CDs and                     accept the affidavit. Use the same website to
      bonds generally promise a fixed return, earn-            file a complaint with the FTC.

 24                  For information about Federal programs and services call 1 (800) FED-INFO or visit
                                   MONEY AND CREDIT • Investing and Financial Advisors

    accounts (see FDIC on p. 134) and U.S.
    Securities (see SEC on p. 137). Most other                Your Rights: Personal Financial
    investment options have no such protection.
    Promises of higher returns should be a                             Information
    warning sign of higher risk and possible                  The Federal Deposit Insurance Corporation
    fraud.                                                    (p. 134) and other federal regulators require
•   Are your investments diversified? Some                    certain financial institutions to explain to you
    investments perform better than others in                 their privacy policies when you open an
    certain economic conditions. For example,                 account and at least once a year thereafter.
    when interest rates go up, stock prices tend              Institutions covered under the law include
    to go down and bond prices go up. One                     banks, insurance companies, brokerage firms
    industry may struggle while another pros-                 and even some retailers and auto dealers who
    pers. Putting your money in a variety of                  share personal information about consumers
    investment options reduces your risk of loss.             to whom they extend or arrange credit. You
•   Are there any tax advantages to a particular              must be told:
    investment? U.S. Savings Bonds are exempt                 •    the kinds of information being collected;

    from state and local taxes. Municipal bonds
    are exempt from federal income tax and,                   •    how the confidentiality and security of this
    sometimes, state income tax as well. For                       information will be protected; and
    special goals, such as paying for college                 •    what types of businesses may be provided
    and retirement, tax-deferred investments                       this information.
    are available that let you postpone or even
                                                              If the business is going to share the informa-
    eliminate payment of income taxes
                                                              tion with anyone outside its corporate family,
The following companies rate the financial con-               it must also give you the chance to “opt-out”
dition of corporations and municipalities issu-               or say “no” to information sharing. Even if you
ing bonds. Their ratings are available online and             don’t opt out, your actual account numbers
at many public libraries.                                     may not be shared with unaffiliated third par-
•   Standard & Poor’s                                         ties for marketing purposes.
                                                                  they licensed in your state? Have they had
•   Moody’s Investors Services
                                                                  any run-ins with regulators or received seri-
                                                                  ous complaints from investors?
•   Weiss Ratings (
                                                          •       Understand how they are paid. Is it an hourly
For ratings of mutual funds, consult magazines                    rate, a flat fee, or a commission that depend
such as Kiplinger’s Personal Finance, Money,                      on the investments you make?
Consumer Reports, Smart Money and Worth.                  •       Ask what fees you will pay for establishing,
For stocks, get a prospectus from the company                     changing, and servicing your account.
that describes the investment and provides a              If you are seeking more information or have an
history of performance over a period of years.            investment problem that you are unable to
The Securities and Exchange Commission                    resolve directly, you can contact the following
requires public companies to disclose financial           organizations:
and other information to help investors make
                                                          •       The Securities and Exchange Commission
sound decisions. The text of these files is avail-
                                                                  (p. 137) has an online database with informa-
able at
                                                                  tion on brokers and brokerage firms.
                                                          •       The National Association of Securities
When selecting a broker or investment advisor:                    Dealers provides information on firms and
•   Research the person’s education and pro-                      associates who trade on NASDAQ. Go to
    fessional history as well as the firm they           or call 1-800-289-9999 to find
    work for. Have they worked with others who                    out about disciplinary actions taken against
    have circumstances similar to yours? Are                      a broker.

For more information, visit the Consumer Action Website at                              25
PRIVACY • Privacy Policies

 •    Your state securities regulator (p. 112) lists         •    Look for pri-
                                                                                           Children Online
      individuals and firms that are registered in                vacy policy
                                                                                    Commercial websites must
      your state . Ask if the regulatory office has               statements
                                                                                    now obtain parental consent
      any other background information.                           on sales
                                                                                    before collecting, using, or
 • offers a semi-annual rat-                                    disclosing personal informa-
                                                                  websites, and
      ing of the top online brokerage firms that                                    tion from children under 13.
                                                                  forms that
      trade stocks and mutual funds.                                                These are new rules that are
 • offers data on Wall Street                                    part of the 1998 Children's
                                                                  ask you to fill
      analysts and their recent stock picks.                                        Online Privacy Protection
                                                                  out. If you
                                                                                    Act. For more information,
 •    The Commodity Futures Trading                               don’t see any-
                                                                                    contact the FTC (see p. 135)
      Commission (p. 124) provides consumer                       thing about
                                                                                    or click on Kids Privacy at
      alerts and advisories in the “Consumer                      how your per-
      Protection” section at                        sonal infor-
                                                                  mation will be
  •   Also try the The North American Securities                  handled, ask. By doing business with com-
      Administrators Association (p. 156), or the                 panies whose privacy practices meet your
      National Futures Association (p. 155).                      approval, you can protect yourself from
 For more information on credit, see Home mort-                   abuse and use your purchasing power to
 gages (p. 13) and Buying a Car (p. 3). Other                     help promote good privacy policies.
 sources of information include the HUD Housing              •    Never give anyone your passwords or pin
 Counseling Clearinghouse at 1-888-466-3487, the                  numbers. Con artists may try to trick you
 FTC (p. 135), the National Consumer Law Center                   into providing this information by pretend-
 (p. 148) and the Money link at                                   ing to be your service provider.
                                                             •    Do not give out personal information to
                                                                  people or companies you don’t know. A
                    PRIVACY                                       credit card number, savings or checking
                                                                  account number, or Social Security number
 You benefit when information that has been col-                  in the wrong hands can be used to steal
 lected about you speeds approval of a credit
 application or medical care. On the other hand,
 if the information collected is inaccurate or mis-
 used, you could be treated unfairly, or even
                                                                    Beware: Youth Peddling
 become a victim of crime. You also may not want              Some for-profit companies use young sales-
 to be on lists for unsolicited telemarketing calls           persons to sell magazines and other items
 and mail.                                                    door-to-door. They trick consumers into
 While federal law protects some of your person-              believing they are giving money to legitimate
 al information and how it is used – for example              charities, because consumers tend to sup-
 credit reports (p. 16) – other situations aren’t             port young persons and youth programs.
 covered. Some companies and industry groups                  If a young person solicits you, ask for identifi-
 have adopted voluntary policies to address pri-              cation verifying the organization’s name,
 vacy concerns. Many states have their own pri-               address and purpose.
 vacy laws concerning telemarketing; employ-                  If the representative can’t provide this infor-
 ment; use of Social Security, credit card or                 mation, ask them to leave. Report suspicious
 checking account numbers; medical records;                   people to your local police department and/or
 mailing lists; credit reports; debt collection;              contact the child labor division of your state
 computerized communications; insurance                       labor department listed in the phone book.
 records; and public data banks. Check with your
                                                              If you are satisfied with the information pro-
 state or local consumer agency (p. 84) to find
                                                              vided, you should still not feel pressured to
 out where to get information about specific pri-
                                                              make a purchase or contribution. See also
 vacy rights. Here are some general tips on pro-
                                                              Charitable Giving on page 22.
 tecting your privacy.

 26                 For information about Federal programs and services call 1 (800) FED-INFO or visit
                                                              PRIVACY • Using Personal Information

                           Your Rights: 3-Day Cooling-Off Rule
If you buy something at a store and later change your mind, your ability to return the merchandise
depends upon store policy and any product guarantees or warranties. But if you buy an item in your
home you may have three days to cancel. This Cooling-Off Rule also applies to sales purchases of
$25 or more at a buyer’s workplace or dormitory and at places rented by a seller on a temporary
basis, such as hotel or motel rooms, convention centers, fairgrounds and restaurants.
Enforced by the Federal Trade Commission (p. 135), the Cooling-Off Rule requires salespersons to
tell you that you have three business days after the sale to change your mind. At the time of the
sale, the seller must give you:
•   two dated copies of a cancellation form (one to keep and one to send); and
•   a copy of your contract or receipt showing the salesperson’s name and address and explaining
    your right to cancel. The contract or receipt must be in the same language that’s used in the
    sales presentation.
To cancel a purchase, sign and date one of the cancellation notices and send it by certified mail
postmarked before midnight of the 3rd business day following the sale. Saturday is considered a
business day, but Sunday and legally-recognized holidays are not. Keep the other notice of cancel-
lation for your records.
If you were not provided with the cancellation form at the time of the sale, your three days doesn’t
start until after you receive the form from the seller. You may also write your own letter to cancel
the order.

Once you have canceled you are entitled to a refund within 10 days. The seller must also notify you
of the date for product pick up, and return of any trade-ins given as down payment. Within 20 days,
the seller must either pick up the items left with you, or reimburse you for mailing expenses, if you
agree to send back the items.
If you paid by credit card, canceled the contract within 3 days, have not yet paid the credit card bill,
and still have a problem getting a refund, dispute the charges with your credit card company. (See
Resolving Credit Problems, page 20.)
There are situations where the Cooling-Off Rule does not apply.
•   The sale was made entirely by mail or telephone.
•   The sale was the result of prior negotiations at the seller’s permanent business location where
    the product is regularly sold.
•   If a document has been signed waiving the right to cancel.
•   Sale of goods and services not primarily intended for personal, family or household use.
•   Transactions involving real estate, insurance, securities, or motor vehicles are involved.
•   The product can’t be returned in substantially the same condition in which you received it.
•   Sale of arts or crafts sold at fairs, shopping malls, civic centers, or schools.

    from you or to steal from others in your              •    Give your Social Security number to employ-
    name. (See Identity Theft, page 24).                       ers, government agencies, lenders and credit
                                                               bureaus only.
•   Don’t give retailers information that isn’t
    required. You don’t have to give numbers              •    Be selective in what information you include
    other than the one you are using for pay-                  on warranty registration forms. Many ques-
    ment. Some states bar merchants from ask-                  tions can be ignored. The company only
    ing consumers to provide additional infor-                 needs the purchase date, model/serial num-
    mation on checks or credit card slips.                     bers, and how you can be contacted if there
                                                               is a product recall.

For more information, visit the Consumer Action Website at                        27
PRIVACY • Online and Health Privacy

 •       Ask what information about you may be                       standards set by self-regulatory programs.
         tracked and how it is used. Supermarket                     Since programs vary, find out what the stan-
         scan cards enable you to get special sale                   dards are; don’t assume they provide the
         prices, but your purchasing history could                   level of privacy you want.
         also be sold to other companies.
                                                                •    Look for signals that you are entering per-
 •       Screen your calls. You can use an answering                 sonal information on a secure web page. A
         machine to listen to a caller and decide                    secure site encrypts or scrambles personal
         whether you want to pick up. Your local tele-               information so it cannot be easily intercept-
         phone company may offer services that you                   ed. Signals include a screen notice that
         can buy to accept calls only from certain                   says you are on a secure site, a closed lock
         numbers, or to see the name and number of                   or unbroken key in the bottom corner of your
         the person calling you (Caller ID).                         screen, or the first letters of the Internet
                                                                     address you are viewing changes from
 •       Talk about privacy issues with your children
                                                                     “http” to “https”.
         and other household members. Everyone
         should understand what information you feel
                                                                HEALTH PRIVACY
         is and is not appropriate to provide on the
         phone, while using a computer, and in other            People share sensitive, personal information
         situations.                                            with their doctors. This information is some-
                                                                times shared with others, such as insurance
 ONLINE PRIVACY                                                 companies, pharmacies, researchers, and
                                                                employers. The Medical Information Bureau is a
 Good websites will tell you how they protect the
                                                                data bank used by insurance companies. You
 personal information they collect.
                                                                can request a copy of your file to make sure the
 •       Look for a privacy policy statement or seal            information it contains is correct. Write to MIB,
         that indicates the site abides by privacy              Inc., PO Box 105, Essex Station, Boston, MA

                  Unwanted Mail, Telephone and Online Solicitations
     •    Tell companies you do business with to remove your name from customer lists they may rent or
          sell to other marketers. Look for information about how to opt out of marketing lists on com-
          panies’ sales materials, order forms and websites.
     •    Contact the three free services provided by the Direct Marketing Association to remove your-
          self from most national telemarketing lists, mail lists and email lists (p. 153).
     •    Tell each telemarketer who calls you to put you on their “Do Not Call” list. Note the name of
          the person you spoke with, the organization they represent and the date of the call. The
          Federal Communications Commission requires telemarketers (except tax-exempt non-profit
          organizations) to maintain a record of your request not to receive future telephone calls. The
          record must be maintained for ten years. If you get another call from the same person or
          organization, report the date and source to the FCC (p. 134).
     •    Ask a credit reporting agency for a form to complete that will permanently keep your name off
          the lists drawn from credit file information. This will reduce the number of unsolicited credit
          and insurance offers you get. See page ? for the phone numbers of these agencies.
     •    Contact your state consumer protection office (p. 84) or public utilities commission (p. 116) to
          find out if your state has a “no-call” list for state residents. Some states permit you to sue
          violators with awards of $500 in damages or actual monetary loss, whichever is greater. This
          amount may be tripled if you are able to show that the caller willfully and knowingly violated
          do-not-call requirements.
     •    Under U.S. Postal Service (USPS) rules it is illegal to send mail that looks like it is from a gov-
          ernment agency when it isn’t, or that looks like an invoice when nothing was ordered, unless it
          clearly states that it is not a bill but only a sales solicitation. Report violations of this rule to
          the USPS (p. 138).

 28                    For information about Federal programs and services call 1 (800) FED-INFO or visit
                                  Your Rights: Telemarketing
The Federal Trade Commission requires tele-                telephone numbers except in the following
marketers to:                                              cases:
•    disclose the total cost and other terms of            •   emergency calls needed to ensure your
     sale before you make any payment for the                  health and safety;
     goods or services;                                    •   non-commercial calls;
•    tell you if they don’t allow refunds,                 •   calls which don’t include any unsolicited
     exchanges or cancellations;                               advertisements;
•    give the odds of winning a prize, inform you          •   calls by, or on behalf of, tax-exempt non-prof-
     that no purchase is necessary, and tell you               it organizations;
     how to get instructions for entering without
     buying anything; and                                  •   calls you have given prior consent for; or

•    provide the seller’s name, disclose that it’s a       •   calls from entities with which you have an
     sales call, and tell you exactly what they’re             established business relationship.
     trying to sell.                                       Generally, you may put an end to prior consent
It’s illegal for telemarketers to:                         or previous relationships by telling the caller not
                                                           to place any more solicitation calls to your
•    misrepresent what they’re offering;                   home. See Unwanted Mail, Telephone and Online
•    call before 8 a.m. or after 9 p.m.; and               Solicitations on page 28 for more details.
•    threaten, intimidate or harass you, or call           The protections that follow apply when an auto-
     again if you ask them not to.                         matic dialer is used in combination with an arti-

                                                           ficial or pre-recorded voice message.
 This FTC rule applies when you:
                                                           •   The beginning of the message must identity
•    receive a call from a telemarketer in another
                                                               who is calling.
     state or country; or
                                                           •   During or after the message, the caller’s
•    make a call to a company in another state or
                                                               telephone number or address must be given.
     country in response to a mail solicitation.
                                                               The phone number cannot be that of the auto
The rule does not apply:                                       dialer or prerecorded message player that
•    when you call to order from a catalog or in               placed the call. It also cannot be a 900 num-
     response to an ad on television or radio, or              ber or any other number with charges that
     in a magazine or newspaper (with some                     exceed local or long distance charges.
     exceptions); or                                       •   The called party’s telephone line must be
•    to solicitations you receive by fax or e-mail             released within 5 seconds of the time that
     for goods or services; or to certain types of             the calling system receives notification the
     businesses, including nonprofit organiza-                 party has hung up. Your local telephone com-
     tions, investment brokers and advisors,                   pany can tell you if there is a delay before
     banks, and financial institutions.                        you can get a dial tone again in your area.

File complaints concerning this rule with the              Submit suspected violations to the Federal
Federal Trade Commission (p. 135). To file elec-           Communication Commission (p. 134). File a
tronically, choose the “File a Complaint Online”           complaint via e-mail ( or at
link at You can also report telemar-
keting fraud to the National Fraud Information
Center operated by the National Consumers                  Junk Faxes
League, a nonprofit consumer organization. Call            Unsolicited advertisements known as “junk
1-800-876-7060 or visit                     faxes” sent to both business and residential fax
                                                           machines are also prohibited by the Federal
Pre-recorded Messages                                      Communications Commission. Check with your
The Federal Communications Commission reg-                 state or local consumer protection agency (p. 84)
ulates calls using artificial or prerecorded voice         to find out whether you have any additional pro-
messages. They may not be made to residential              tections.

For more information, visit the Consumer Action Website at                           29

 02112. Phone: 617-436-3660. There is a service fee
                                                                     SHOPPING FROM HOME
 required to obtain a copy of your file.
 The U.S. Department of Health and Human
                                                            You can order all kinds of products and services
 Services has issued major protections for
                                                            from the comfort of your own home using the
 patient privacy. For the latest news, go to
                                                            telephone, mail, or a computer. Common prob- or the website of the Health
                                                            lems encountered with these kinds of purchases
 Privacy Project (
                                                            are delayed delivery, out-of-stock items, incor-
                                                            rect items shipped, damaged items received
                                                            and price changes. These tips will help you
                                                            avoid problems, and resolve difficulties you do
                                                            encounter. For more information, see Your
      Your Rights: Shopping from                            Rights: 3-Day Cooling-Off Rule (p. 27).
                Home                                        •    Hang up or close the door if you are told you
                                                                 must decide immediately or the price will
  When you order something by mail, phone, fax
  or computer, the Federal Trade Commission
  requires the company to:                                  •    Check that the seller has all the appropriate
                                                                 licenses. Contact your local or state con-
  •   ship the merchandise within the time
                                                                 sumer protection agency (p. 84) and the
      promised or, if no specific delivery time
                                                                 Better Business Bureau (p. 139) to check
      was stated, within 30 days of receiving
                                                                 the seller’s complaint history.
      your order;
                                                            •    Do not do business with an unfamiliar com-
  •   notify you if the shipment cannot be made
                                                                 pany whose only address is a post office
      on time and give you the choice of waiting
                                                                 box. The company may be nothing but a mail
      longer or getting a refund; and
                                                                 drop that will give you little or nothing for
  •   cancel your order and return your payment                  your money and will be difficult or impossi-
      if the new shipping date cannot be met,                    ble to locate if you have a complaint.
      unless you agree to another delay.
                                                            •    Consider whether the item comes with a
  If you cancel, your money must be refunded                     warranty, and where you’ll get follow-up
  within 7 days (or your account must be credit-                 service if you need it. Some sellers don’t
  ed within one billing cycle if you charged the                 have the expertise or facilities to provide
  order). The company can’t substitute a mer-                    service for the goods they sell.
  chandise credit for a refund. If you applied for
                                                            •    Check the seller’s return policy. Can you
  a charge account with the merchant at the
                                                                 return the item for a full refund if you’re not
  same time that you placed your order, the
                                                                 satisfied? If you return it, are you required
  company has an extra 20 days to ship the mer-
                                                                 to pay shipping costs or a restocking fee?
  chandise to allow time for processing your
  application.                                              •    Ask whom to contact if you have any ques-
                                                                 tions or problems. Write down the company
  This FTC rule only applies to the first ship-
                                                                 name, along with contact information (mail-
  ment of magazine subscriptions or other mer-
                                                                 ing address, website, e-mail address and
  chandise that comes repeatedly. Orders for
                                                                 phone number).
  services (for example, photo finishing), sale of
  seeds and growing plants, collect-on-delivery             •    Make sure the total price is correct, includ-
  (C.O.D.) orders, and transactions such as                      ing shipping, handling and taxes. Will the
  books and music clubs are covered by a differ-                 seller pay to insure the shipment, or is it
  ent FTC rule.                                                  your expense? Coupons and other discounts
                                                                 should be properly deducted.
  There may also be laws or regulations in your
  state that apply. Report suspected violations             •    Keep other transaction details. Record the
  to your state or local consumer protection                     item you ordered, date, amount you paid,
  agency (p. 84) and to the FTC (p. 135).                        and how you paid (check, money order,
                                                                 charge, etc.). Save information you were
                                                                 provided such as product description, deliv-

 30                For information about Federal programs and services call 1 (800) FED-INFO or visit
                                                         SHOPPING FROM HOME •Shopping Online

    If you plan to buy a used car, truck, or other consumer product -- from a dealer, private individual,
    thrift or other retail store, or over the Internet -- check to be sure it hasn’t been recalled for safety
    reasons. Contact the appropriate Federal agency below, using the contact information beginning on
    page 124.
    ●    Cars - National Highway Traffic Safety Administration (p. 132)
    ●    Drugs, medical devices - Food and Drug Administration (p. 127)
    ●    Food - U.S. Department of Agriculture (p. 124), Food and Drug Administration (p. 127)
    ●    Seafood - Food and Drug Administration (p. 127), U.S. Department of Commerce (p. 125)
    ●    Toy, baby, and play equipment, household products - U.S. Consumer Product Safety
         Commission (p. 124)
    Recalls are also posted regularly on the FCIC website:

        ery date, cancellation policy, privacy policy,          endorsement seal on the company website.
        warranties, and the purchase confirmation               This is an indication, but not a guarantee, of
        the seller gives you.                                   the seller’s reliability.
•       Use a credit card to pay for your purchase.        •    Check to see how other
        This gives you the right to dispute the                 consumers rated online stores. Some auc-
        charges if there is a problem. Never send               tion sites post ratings of sellers based on
        cash – you won’t have proof of payment. See             comments by buyers. This may give you
        Resolving Credit Problems (p. 20).                      some idea of how you’ll be treated, but
                                                                beware of too many glowing testimonials
•       Be careful what information you provide.                that might be placed by sellers themselves.
        Give your credit card, debit card, or bank
        account number only if you’re paying using         •    Comparison shop at a variety of online
        that account – never to verify your identity.           stores. Shopping “bots” such as www.mysi-
                                                       may help. Other feature and price
•       Keep track of your order. If it’s late, see Your
                                                                comparisons can be found using the shop-
        Rights: Shopping from Home on page 30.
                                                                ping page of
•       Be extra careful if the seller is in another
        country. While federal and state laws may
        apply, it may be difficult to pursue claims.
                                                                     Beware: Contests and
If you experience a problem and are not able to
resolve it by working directly with the company,                        Sweepstakes
contact your state or local consumer protection                “You have been specially selected...”
agency for assistance (p. 84).
                                                               “You have won...”
In rare cases, sellers have no intention of deliv-
ering what is sold, misrepresent items, or send                “A new car! A trip to Hawaii! $2,500 in cash!
counterfeit goods such as pirated copies of                    Yours, absolutely free! Take a look at our...”
software. In these cases, see Reporting Fraud                  “Your special claim number lets you join our
on page 42.                                                    sweepstakes...”
SHOPPING ONLINE                                                “All you pay is postage, handling, taxes...”
Here are some specific tips for buying online:                 Anytime you hear these words, you should
                                                               watch for a scam. Don’t pay if you are asked
•       Research the seller. Company websites
                                                               to give money to get something free, claim a
        often provide information in a section called
                                                               prize or win a vacation. If you have really
        “About Us.” Some online sellers participate
                                                               won a sweepstakes, you pay taxes directly
        in programs such as BBBOnLine that help
                                                               to the government, not through the company.
        resolve problems. Look for a logo or

For more information, visit the Consumer Action Website at                               31
SHOPPING FROM HOME • Online Auctions

 •    Make sure you are clear on the condition of                 to it. This is the best way not to overbid or
      the product. Look for words like “refur-                    fall prey to an unscrupulous seller.
      bished,” “reconditioned,” “close-out,” “dis-
                                                             •    Don’t bid on an item you don’t intend to buy.
      continued,” or “off- brand,” especially when
                                                                  Remember that if you’re the highest bidder,
      shopping for computer gear or electronic
                                                                  you are obligated to follow through with the
                                                                  transaction. Auction companies often bar
 •    Never send your credit card number by                       non-paying bidders – those who back out of
      e-mail. E-mails are not secure.                             a deal – from future bidding.
 •    Save all transaction details. Print out or             •    If the seller can’t accept payment by credit
      make note of the seller’s identification, the               card, use an escrow service. Your money is
      item description and the time, date and price               held by a third-party until you receive your
      you paid or bid on the item. Print and save                 purchase and have approved release of the
      copies of your order confirmation screen and                payment to the seller. There is a small fee,
      all e-mail communications.                                  but the peace of mind is worth it.
 •    Use a secure website to help protect your
      credit card from misuse. The Online Privacy
      section (p. 28) offers more information on
      secured websites. If you are not comfortable
      providing your credit card number online,
      many sellers allow you to call or fax it to
                                                                       Protect Yourself: Travel
 For more information about shopping online,
 ments.htm and                             Several federal agencies offer advice and
                                                                 other up-to-date information on the
                                                                 Internet that can help insure you have a
                                                                 safe trip.
 Many private sellers sell items on the Internet
                                                                 •   The U.S. Department of Transportation
 through auctions, classified ads, newsgroups,
                                                                     (p. 132) at offers airline,
 and chat rooms. If you are in one part of the
                                                                     highway and rail safety information. For
 country and the seller is in another, it can be dif-
                                                                     example, you can look up crash-safety
 ficult resolving a dispute. Be aware that govern-
                                                                     reports on cars or find out how weather
 ment agencies may not be able to help resolve
                                                                     is affecting air travel and road condi-
 disputes since many state and federal consumer
 protection laws don’t apply to sales between
 individuals. Follow this advice as well as the                  •   The U.S. Department of State (p. 130) at
 general tips on online shopping and shopping at            tells what to do
 home.                                                               before, during, and when you return
                                                                     from a trip overseas. State also offers
 •    Check how the auction works. Can you can-
                                                                     warnings on locations to be avoided
      cel a bid? Don’t assume that the rules used
                                                                     and what to do in an overseas emer-
      by one Internet auction site apply to another.
      Some sites offer step-by-step tutorials that
      will take first-time buyers through the bid-               •   The Centers for Disease Control and
      ding process.                                                  Prevention (p. 124) at
                                                            offer health-related
 •    Find out what protections the auction site
                                                                     travel information on subjects such as
      offers buyers. Does the site provide free
                                                                     diseases, vaccination requirements,
      insurance or guarantees for items that are
                                                                     and avoiding illnesses associated with
      not delivered or what the seller claimed?
                                                                     food and water. Inspection scores on
 •    Follow the strategies used in any auction.                     specific cruise ships are also available.
      Learn the value of the merchandise you are
      bidding on. Establish your top price and stick

 32                 For information about Federal programs and services call 1 (800) FED-INFO or visit
                                                                             TRAVEL • Resolving Problems

                                                              •    Make sure you understand the terms of the
                                                                   travel offer. Find out exactly what is included
                                                                   in the price and what is not. If you are told
      The Internet has greatly expanded options for
                                                                   that you’ve won a free vacation, ask if you
      making travel arrangements. While travel
                                                                   have to buy something else in order to get it.
                        agents may save you time
                                                                   Some packages promote free airfare, but you
  For information on    finding arrangements that
                                                                   may have to buy expensive hotel arrange-
    rental cars, see    best serve your needs, you
                                                                   ments. Others include a free hotel stay, but
 Automobiles (p. 7).    can also do research and
                                                                   no airfare. If the destination is a beach
 Additional informa- make reservations on your                     resort, ask the seller how far the hotel is
   tion on travel can   own via telephone or comput-
                                                                   from the beach. Then ask the hotel.
      be found at       er. Here are some tips that     will help you get a travel deal       •   Ask about cancellation policies and get all
and that delivers what you are                  promises in writing. You may want to look
                        promised.                                 into trip insurance for added protection.
                                                         offers pricing and policy
    •   Plan as far ahead as you can. Some airlines
                                                                  information on plans from different compa-
        set aside only a few seats on each flight at
                                                                  nies and describes the different forms of
        the lower rates. The real bargains often sell
                                                                  policies available.
        out very quickly. On the other hand, air carri-
        ers sometimes make more discount seats                •    Get a confirmed departure date, in writing,
        available later. If you had decided against a              before you pay anything. Don’t believe that
        trip because the discount fare you wanted                  an acceptable date or reservation will be
        was not available on the desired date, try                 arranged later.
        again, especially just before the advance-            •    Pay by credit card. It’s not unusual to make a
        purchase deadline.                                         deposit or even pay in full for travel services
    •   Be flexible in your travel plans. The best                 before the trip. A credit card gives you the
        deals may be limited to travel on certain                  right to dispute charges for services that
        days of the week or particular hours of the                were misrepresented or never delivered.
        day. After you get a fare quote, ask the                   Being told you can’t leave for at least two
        reservations agent if you could save money                 months should raise a red flag, because the
        by leaving a day earlier or later, by taking a             deadline for disputing a credit card charge is
        different flight on the same day or using a                60 days, and most scam artists know this.
        different airport. A connection (change of                 (See Resolving Credit Problems on p. 20).
        planes) or a one-stop flight is sometimes             •    Don’t be pressured into making a hasty deci-
        cheaper than a nonstop flight.                             sion by claims that you have to act now! You
    •   Research the background of any new travel                  might pay processing or other fees up front,
        agent or tour company. Ask if they belong to               and then find that a con-artist has pocketed
        a professional association, then check to                  your money and left you high and dry.
        see if the company is a member in good                In some states, travel sellers have to be regis-
        standing and ask about consumer protection            tered and insured, and advance payments for
        programs. Contact your state or local con-            travel must be placed in an escrow account until
        sumer protection agency (p. 84) and the               services are provided. Prizes or “free” gifts may
        Better Business Bureau (p. 139) to find out           also be regulated. Contact your state or local
        about the company’s complaint history.                consumer protection agency (p. 84) to find out
    •   Comparison shop. Determine the complete               about any laws that might protect you and to file
        cost of the trip in dollars, including all serv-      complaints related to travel agents, and train or
        ice charges, taxes, processing fees, etc.             bus travel. The American Society of Travel
        Beware of unreasonably cheap prices or free           Agents (p. 151) will also help resolve disputes
        trips - you usually get what you pay for! A           with member agents.
        free airfare or free accommodations may
        disguise the fact that the total price is still
        higher than that of a regular package tour.
        See Contests and Sweepstakes on page 31.

    For more information, visit the Consumer Action Website at                          33
TRAVEL • Resolving Problems

 RESOLVING AIR TRAVEL PROBLEMS                               port. Insist that they fill out a form and give you
                                                             a copy, even if they say the bag will be in on the
 Delayed and Cancelled Flights
                                                             next flight. Also make sure you know:
 Airline delays caused by bad weather, air-traffic
                                                             •    the name of the person who filled out the
 problems, and mechanical repairs are hard to
 predict or beyond the airlines’ control. If your
 flight is canceled, most airlines will rebook you           •    a phone number for follow up.
 on their first available flight to your destination,        Confirm that the airline will deliver the bag to
 at no additional charge. If you are able to find a          you without charge when it is found; ask them
 flight on another airline, ask the first airline to         about this as well.
 endorse your ticket to the new carrier. This could
 save you a fare increase but there is no rule               Some airlines will give you money to purchase a
 requiring them to do this.                                  few necessities. If they don’t provide you with
                                                             cash, ask what types of articles would be reim-
 Each airline has its own policies about what it             bursable, and keep all receipts.
 will do for delayed passengers; there are no fed-
 eral requirements. If you are delayed, ask the air-         If a suitcase arrives damaged – the airline will
 line if they will pay for meals or a phone call.            usually pay for repairs. If an item can’t be fixed,
 Contrary to what many people believe, airlines              they will negotiate a settlement to pay you its
 are not required to compensate passengers                   depreciated value. The same holds true for
 whose flights are delayed or canceled.                      belongings packed inside. Of course, airlines
                                                             may decline to pay for damage caused by the
 Overbooked Flights                                          fragile nature of the broken item or inadequate
 Overbooking is not illegal, and most airlines               packing, rather than the airline’s handling.
 overbook their scheduled flights to a certain               Lost Bags
 extent in order to compensate for “no-shows.”
 Passengers are sometimes left behind or                     If your bag is declared officially lost, you will
 “bumped” as a result. When seats are oversold,              have to submit a second, more detailed form
 the U.S. Department of Transportation requires              within a set time period established by the air-
 airlines to ask people to give up their seats vol-          line. The information you submit is used to esti-
 untarily, in exchange for compensation. Airlines            mate the value of your lost belongings. Airlines
 set guidelines for what to offer passengers –               consider the depreciated value of your posses-
 money, a free trip, food, or lodging.                       sions, not their original price or the replacement
                                                             costs. They can invoke a ceiling of $1250 per
 Federal rules protect you if you have been                  passenger on the amount of money they’ll pay.
 bumped against your will on most domestic                   When your luggage and its contents are worth
 flights or outbound international flights. The air-         more than that, you may want to purchase
 line must give you a statement describing your              “excess valuation,” if available, from the airline
 rights. If the airline is not able to get you to your       when you check in. The airline may refuse to sell
 final destination within one hour of your original          excess valuation on some items that are espe-
 scheduled arrival time, you are entitled to an on-          cially valuable or breakable, such as antiques,
 the-spot payment as compensation. The amount                musical instruments, jewelry, manuscripts,
 depends on the price of the ticket and the length           negotiable securities and cash. On internation-
 of the delay. An airline may offer you free trans-          al trips, the airline’s liability limit is $9.07 per
 portation on a future flight in place of a check            pound.
 for denied boarding compensation, but you have
 the right to insist on a check.                             Keep in mind that these limits are maximums. If
                                                             the depreciated value of your property is worth
 However, to be eligible for compensation, you               less than the liability limit, the airline will offer
 must have a confirmed reservation – an “OK” in              this lower amount. If the airline’s settlement
 the status box of your ticket. You must also meet           doesn’t fully cover your loss, check your home-
 the airline’s deadlines for ticketing and check-in.         owner’s or renter’s insurance to see if it covers
 Delayed or Damaged Bags                                     losses away from home. Some credit card com-
                                                             panies and travel agencies offer optional or
 If your bags don’t come off the conveyor belt,
                                                             even automatic supplemental baggage cover-
 report this to the airline before you leave the air-

 34                 For information about Federal programs and services call 1 (800) FED-INFO or visit

                                                                      Reducing Energy Costs
In many states, consumers can choose their                    You may be able to save hundreds of dollars a
telephone and energy services provider.                       year on your home energy bills.
Contact your state utility commission (p. 116)
                                                              •    Conduct a home energy audit. The U.S.
and ask:
                                                                   Department of Energy (p. 127) offers many
•   Do you have consumer information to help                       tips in its publications and on its website
    me decide which firm(s) to do business                         about how to save gas and electricity. Ask
    with?                                                          your electric or gas utility how much they
•   Do you license all utility companies?                          charge to do an audit.

•   Do you have a list of companies that can do               •    Buy appliances, especially air conditioners
    business in our state?                                         and furnaces, that are energy-efficient.
                                                                   Information on the energy-efficiency of
•   Where do I complain about unfair marketing,                    major appliances is found on Energy Guide
    sales, and service practices?                                  Labels required by federal law.
                                                              •    Enroll in load management programs and
 ELECTRICITY AND NATURAL GAS                                       off-hour rate programs offered by your
                                                                   electric utility.
If you have a choice in suppliers, ask:                       Use the Home Energy Saver web page at
•   How much will it cost? How long can I            to compare your household’s
    depend on this rate? Are there any other                  energy costs to the average in your locale.
    fees I will be charged?
•   Where do I call if I have a problem with serv-        •       Do you want to get messages and if so, do
    ice? Do you have a local customer service                     you need voice-mail or will an answering
    office?                                                       machine do?
•   May I have a sample of a bill I might receive         •       How often do you need call waiting and/or
    if I contract with your company?                              caller ID?
•   What are the terms and conditions of serv-            •       Do you get urgent messages when you’re
    ice? For example, is there a fee if I cancel my               away from home?
    agreement before the service period is up?
                                                          Find out how each company prices its services.
                                                          Are there minimum use, time-of-day or distance
          TELEPHONE SERVICE                               requirement, flat monthly fees, or special plans?
                                                          For example, wireless service may be cheaper
Many consumers are now able to choose both                than regular local service if you don’t make many
local and long-distance phone service                     calls.
providers. These companies offer many option-             •       Get the information in writing.
al services such as voicemail, call waiting,
caller ID, paging, and wireless services.                 •       Don’t be pressured into an immediate deci-
Think first about how you use the telephone.
Once you have answers to these questions, you             •       Make sure you’re comparing prices on simi-
can compare services and prices. Your best buy                    lar plans and features. The nonprofit
may be a package deal from one company or                         Telecommunications Research and Action
services from different companies.                                Center (, offers information
                                                                  about residential and small business long-
•   Where do you call most often?                                 distance rates, and wireless service.
•   What time of day or day of the week do you            The Federal Communications Commission (p.
    call?                                                 134) offers consumer information on regulatory
                                                          changes, how to choose a long-distance carrier,

For more information, visit the Consumer Action Website at                             35
TELEPHONE SERVICE • Pay-Per-Call Services

                        Protect Yourself: Pay-Per-Call Services
   You can get all sorts of information and entertainment services by calling 900 numbers. These
   numbers are sometimes also used to conduct surveys or contests, or for charitable fundraising.
   The “information provider” you’re calling sets its own price for the service, and usually bills you
   through your local telephone company.
   Be aware that some of these services get around the federal consumer protections by using for-
   eign phone numbers. Most foreign phone numbers require dialing 011 first, but some are dialed
   just like long-distance numbers in this country, beginning with 1 and then a three-digit area code
   such as 809 (the Dominican Republic) or 758 (St. Lucia). If you don’t know if a number is domes-
   tic or foreign, call the operator and ask.
   •   To prevent 900 number calls or foreign calls from being made, you can request “blocking”
       from your local phone company for free or for a reasonable charge.
   •   Don’t make the call if you don’t know the cost.
   •   Be wary of promises for free minutes, gifts or prizes.
   •   Watch out for phony offers of financial assistance.
   •   Don’t stay on hold, you’ll be charged for that time.
   •   Don’t respond to messages to call pay-per-call numbers. Fraudulent pay-per-call services
       may leave messages that claim to be about a family emergency, a prize or a debt.
   •   If you use a pay-per-call service, look for new unauthorized monthly charges on your phone

                               Your Rights: Pay-Per-Call Services
   Federal law requires advertisements for pay-per-call services to tell you:
   •   the cost of the call. It may be a flat rate, a per-minute charge, or calculated on some other
       basis. The ad must also state the most you can be charged, if that can be determined, and
       any minimum or additional charges that you might have to pay;
   •   the odds of winning or the factors that determine your chance of winning any sweepstakes,
       prizes or awards, and how you can enter any contest without calling the 900 number;
   •   if the private company offering information about Federal programs is not endorsed,
       approved or authorized by the government; and
   •   if the service is directed primarily to children under the age of 18, that they need their par-
       ents’ consent to call the number.
   The rules bar advertising pay-per-call services directed to children under age 12 unless they are
   for legitimate educational services.
   If the charge for pay-per-call services will be more than $2, you should hear the following infor-
   mation when you dial the number:
   •   the company or organization name and a description of services;
   •   the cost of the call;
   •   a notice that you can hang up without any charge within a certain time after a signal (you
       can’t be charged for listening to the introduction); and
   •   a warning to kids under the age of 18 that they need their parents’ consent to stay on the line.

 36                For information about Federal programs and services call 1 (800) FED-INFO or visit
                   TELEPHONE SERVICE • Slamming and Cramming • Pre-Paid Cards

                !    Protect Yourself: Slamming and Cramming
     “Slamming” is the illegal act of switching your long distance, local toll or local telephone
     company without your permission. You may not know until you find a different company
     name on your bill, or your phone charges are much higher than normal. If you’ve been
     •   ask your local phone company to switch you back to your original company at no charge;
     •   tell the original company you’re switching back, and ask to be enrolled in your previous
         calling plan; and
     •   contact the company that slammed you, whose name and number is on the bill, to exer-
         cise your rights not to pay those charges.

     If you’re unable to resolve your complaint, contact the Federal Communications
     Commission (FCC) (p. 134).
     “Cramming” is when companies add charges to your telephone bill for optional services
     you never agreed to, such as voicemail or “club memberships.” You may not notice these
     monthly charges because they are relatively small - $5 to $30 dollars - and look like your
     regular phone charges.
     To avoid being a victim:
     •   Consider putting a “block” on changes in your phone service. Ask your telephone serv-
         ice provider if they offer a blocking service, which usually requires the company to noti-
         fy you before a change is made.
     •   Read the fine print on contest entry forms and coupons. You could be agreeing to
         switch your phone service or buy optional services.
     •   Watch out for impostors. Companies may falsely claim to be your regular phone compa-
         ny and offer some type of discount plan or bill consolidation. They may also say they are
         taking a survey or pretend to be a government agency.
     •   Beware of “negative option notices.” You can be switched or signed up for optional
         services unless you say no.
     •   Look at your telephone bill carefully every month - especially the pages that show the

     Your phone service cannot be shut off for refusal to pay for unauthorized services. For help,
     contact your local or state consumer protection agency (p. 84), state public utilities com-
     mission (p. 116), or the FCC (p. 134).

how to understand new fees and taxes on phone    focuses on rates from 10-10
services, what to do if you’re “slammed” and              dial-around long-distance services.
more at The National
                                                          PRE-PAID CALLING CARDS
Consumers League also maintains a web page
( to help             Many stores sell pre-paid calling cards. They are
you understand all of the charges on your phone           sold online, too. Before buying one, know the:
bills and help you recognize fraud.                       •    per-minute rate;
Compare plans and rates at,               •    connection fee;, and Another website, 10-                •    maintenance fee; and
                                                          •    expiration date.

For more information, visit the Consumer Action Website at                        37

 For help finding the best deals on prepaid phone            •   Follow up with a letter. Keep a copy that
 cards, try as well as the                    explains the problem and confirms your con-
 websites listed previously.                                     versation.
 TOLL-FREE NUMBERS AND PAY-PER-CALL                          •   Deduct the charges you are disputing and
 SERVICES                                                        pay the rest of your bill by the due date. You
                                                                 should hear back from the company within 40
 Generally, 800, 888, and 877 numbers are toll-
                                                                 days and the problem should be resolved
 free. However, charges for pay-per-call services
                                                                 within 90 days.
 through these numbers are allowed if you:
                                                             •   If the charges appear on your credit card bill,
 •    sign a written contract that describes the
                                                                 follow the instructions on the bill for dis-
      service and how much it will cost;
 •    agree verbally and provide your credit card,
                                                             The information provider can pursue the matter
      charge account, debit or calling card number
                                                             through a collection agency or other legal
      to pay for the charges.
                                                             means, including reporting the debt to a credit
 It’s illegal to be connected to a 900 number pay-           bureau. If you’re contacted by a collection
 per-call service through a toll-free number, or for         agency, explain in writing why you dispute the
 a pay-per-call service to call you back collect             charges. You can also put a written explanation
 after you dialed a number that you thought was              in your credit report. See Resolving Credit
 toll-free. Both the Federal Communications                  Problems on p. 20.
 Commission (p. 134) and the Federal Trade
                                                             You may have other rights according to state
 Commission (p. 135) have rules concerning pay-
                                                             law. Check with your state or local consumer
 per-call numbers.
                                                             protection agency (p. 84) or state utility commis-
 You have the right to dispute pay-per-call                  sion (p. 116).
 charges if:
 •    you didn’t make the call;                                                    WATER
 •    you are charged for calling a toll-free number
      without an agreement;                                  The majority of consumers rely on local utilities
                                                             to produce a safe and ample supply of water.
 •    a credit you’re owed doesn’t show up on your           Your local water agency is responsible for send-
      bill.                                                  ing you an annual Consumer Confidence Report
 •    the amount you’re billed is incorrect; or              that should list the source of your water, what
                                                             contaminants may be in the water, and informa-
 •    the services were misrepresented.                      tion on the safety levels of contaminants and
 Your local and long-distance telephone service              their effects on health. For more information call
 cannot be disconnected if you refuse to pay for             the Environmental Protection Agency’s Safe
 disputed pay-per-call charges. Act promptly -               Drinking Water Hotline at 1-800-426-4791 or visit
 you generally have 60 days to dispute the                   EPA’s website at
 charges. If they appear on your phone bill, call
 the local or toll-free number that is listed on that
 •    Note whom you spoke to and what was said.

 38                 For information about Federal programs and services call 1 (800) FED-INFO or visit
        Services and Resources for Consumers with Disabilities

                                 Relay Services
Other Operator Services          Telecommunications relay services link telephone conversations
                                 between individuals who use standard, voice telephones and
Consumers who are deaf or        those who use TTYs. Relay services allow hearing and speaking
hard of hearing, or who have     individuals to call TTY numbers, and allow those with hearing or
a speech impairment, and         speech impairments to call voice telephone numbers. Calls can
use a text telephone (TTY)       be made from either type of telephone to the other type through
may receive operator and         the relay service.
directory assistance for calls
by calling toll free to 1-800-   Local Relay Services
855-1155. Check the intro-       States provide relay services for local and long-distance calls.
ductory pages of local tele-     Please consult the local telephone directory for information on the
phone directories for addi-      use, fees (if any), services, and dialing instructions for that area.
tional TTY services. For a       Federal Relay Service (FRS)
copy of the U.S. Government      The FRS, a program of the U.S. General Services Administration
TTY Directory, please visit      (GSA), provides access to TTY users who wish to conduct official or write to     business nationwide with and within the Federal Government. The
Federal Citizen Information      toll-free number is 1-800-877-8339.
Center, Department TTY,
Pueblo, CO 81009.                For more information on relay communications or to obtain a
                                 brochure on using the FRS, please call toll free to 1-800-877-0996.

Recording for the Blind & Dyslexic (RFB&D)            National Library Service for the Blind and
                                                      Physically Handicapped (NLS), Library of
Recording for the Blind & Dyslexic, celebrating
more than fifty years since its founding, is the
only national nonprofit, volunteer-driven organiza-   The National Library Service for the Blind and
tion that provides recorded and computerized          Physically Handicapped (NLS), Library of
textbooks at all academic levels to people who        Congress, provides the free loan of recorded
cannot read standard print effectively because of     and braille books and magazines, music scores
a visual impairment, learning disability or other     in braille and large print, and specially
physical disability. RFB&D operates 33 recording      designed playback equipment to residents of
studios and offices across the country. Their         the United States who are unable to read or
80,000 volume library contains a broad selection      use standard print materials because of visual
of titles, from literature and history to math and    or physical impairment. NLS administers the
the sciences, at all academic levels, from kinder-    program nationally while direct service to eli-
garten through postgraduate and professional.         gible individuals and institutions is the respon-
RFB&D offers individual and institutional mem-        sibility of cooperating libraries in the various
berships, scholarship programs and a custom           states, the District of Columbia, Puerto Rico,
recording service. The cost of an individual mem-     Guam and the Virgin Islands. Service is also
bership is $25 per year, plus a one time $50 regis-   extended to eligible American citizens resid-
tration fee. Fees for institutional membership        ing abroad. Information about the NLS/BPH
range from $300 to $800 annually depending on         free library service, including application
the level of membership and the number of books       forms and addresses of cooperating libraries
chosen. RFB&D also offers for nonprofit sale          may be obtained by contacting:
computer and professional books on disk, and          National Library Service for the Blind and
specially-adapted tape players and accessories.       Physically Handicapped (NLS)
For more information or to request an application,    Library of Congress
call, write or visit the website:                     Washington, DC 20542
Recording for the Blind & Dyslexic                    202-707-5100, Fax: 202-707-0712
20 Roszel Road                                        Toll free: 1-800-424-8567
Princeton, NJ 08540                                   e-mail:
Toll free: 1-800-221-4792                             Website:
Website:                                 For faster service, telehone, fax, or e-mail your
                                                      request for application forms or other information.

                                      Part II – After You Buy

              HOW TO COMPLAIN                           Keep in mind the name of the manufacturer or
                                                        parent company is often different than the brand
                                                        name. You may also be able to get a corpora-
Save all contracts, sales receipts, canceled            tion’s address from the Attorney General’s
checks, owner’s manuals and warranty docu-              office in the state where the company is incor-
ments. To avoid problems, read and follow prod-         porated.
uct and service instructions. The way you use or
take care of a product might affect your warranty                       NEXT STEPS
                                                        If you think a law has been broken, contact your
The first step in resolving a consumer problem
                                                        local or state consumer protection agency right
is usually to contact the business that sold you
                                                        away (p. 84). Violations of Federal law should be
the item or performed the service. If you wish to
                                                        reported to the government agency responsible
go directly to the headquarters of the company
                                                        for enforcement. Throughout the “Before You
or the manufacturer, ask if they have a consumer
                                                        Buy” section of this Handbook, you will find ref-
affairs office and, if so, report the problem
                                                        erences to your rights. The Federal agency you
directly to them. Otherwise, communicate with a
                                                        contact for more information is usually the
manager or the president of the business.
                                                        agency to be contacted with your complaint as
See page 45 for contact information on several          well. See Reporting Fraud on page 42 for more
hundred corporations. If you don’t find the com-        information.
pany you are looking for, check the product label,
                                                        Don’t give up if you are not satisfied. If you
warranty or other papers you received at the
                                                        believe you have given the company enough time
time of purchase. These reference books at your
                                                        to resolve the problem, file a complaint with one
public library also have helpful information:
                                                        or more of these organizations.
•       The Standard & Poor’s Register of
                                                        •   State or local consumer protection offices
        Corporations, Directors and Executives
                                                            (p. 84). These government agencies mediate
•       Trade Names Directory                               complaints, conduct investigations, and
•       Standard Directory of Advertisers                   prosecute offenders of consumer laws.

•       Dun & Bradstreet Directory                      •   The regulatory agency that has jurisdiction
                                                            over the business. For example, some bank-
•       Thomas Register of American                         ing and securities, insurance, and utilities
        Manufacturers                                       are regulated at the state level. State

                                     Product Safety Recalls
    If you think you have an item that poses a safety hazard, contact the appropriate Federal agency
    below. Sometimes sale of the item is banned. These agencies also work with manufacturers to
    reduce product dangers. A manufacturer may establish a recall program that asks consumers to
    return the defective item for replacement or repair. In some situations, the seller provides a part
    that reduces the danger of using the product. Ask the agency if your product has been recalled or
    covered under some other safety program.
    •    Automobiles - National Highway Traffic Safety Administration (p. 132)

    •    Drugs, medical devices- Food and Drug Administration (p. 127)

    •    Food - U.S. Department of Agriculture (p. 124),Food and Drug Administration (p. 127)

    •    Seafood - Food and Drug Administration (P. 127), U.S. Department of Commerce (p. 125)

    •    Toys, baby and play equipment, household products - U.S. Consumer Product Safety
         Commission (p. 124)
    Recalls are also posted at

                                                              HOW TO COMPLAIN • Steps to Take

      Weights and Measures Offices (p. 120)                  umbrella organization for the BBBs assists
      enforce consumer protections concerning                with complaints concerning the truthfulness
      the labeling, weight, and measure or count of          of national advertising and helps settle dis-
      packaged goods. They also check the accura-            putes with automobile manufacturers
      cy of weighing and measuring devices such              through the BBB AUTO LINE program (p.
      as supermarket scales, gasoline pumps,                 83).
      taximeters and rental car odometers.
                                                       •     Trade associations. Companies selling simi-
•     State and local licensing agencies. Doctors,           lar products or services often belong to an
      lawyers, home improvement contractors,                 industry association that will help resolve
      auto repair shops, debt collectors, and child-         problems between their members and con-
      care providers are required to register or be          sumers (p. 150).
      licensed. The board or agency that oversees
                                                       •     Media programs. Local newspapers, radio
      this process may handle complaints and
                                                             stations, and television stations often have
      have the authority to take disciplinary action
                                                             Action Lines or Hotline services that try to
      (p. 84).
                                                             resolve consumer complaints they receive.
•     Better Business Bureaus (p. 139). This net-            Some handle only the most serious cases or
      work of nonprofit organizations supported by           those that occur most frequently. To find
      local businesses tries to resolve buyer com-           these services, check with your local news-
      plaints against sellers. Records are kept on           papers or broadcast stations. See the box
      unresolved complaints as a source of infor-            below for members of Call for Action.
      mation for the seller’s future customers. The
                                                       •     National consumer organizations (p. 145)

                                                           Call for Action, Inc. is a nonprofit network of
    Call for Action, Inc.                                  consumer hotlines that educate and assist
    5272 River Road, Suite 300                             consumers with consumer problems. Listed
    Bethesda, MD 20816                                     below are hotlines in major markets staffed
    Phone: 301-657-8260                                    with trained volunteers who offer advice and
    Fax: 301-657-2914                                      mediate complaints at no cost to consumers.
    Website:                         Consumers in locations not listed should call
                                                           the Network Hotline at 301-657-7490.

WTAJ-TV                              WXYZ-TV & WJR Radio                  KPNX-TV & KNAZ-TV
Altoona, PA                          Detroit, MI                          Phoenix/Flagstaff, AZ
814-944-9336                         248-827-3362                         1-866-260-1212 (toll free)
WXIA-TV                              WINK-TV                              WTAE-TV
Atlanta, GA                          Fort Myers, FL                       Pittsburgh, PA
678-422-8466                         941-334-4357                         412-333-4444
WBZ Radio                            WFMY-TV                                       ,
                                                                          KTVI-TV St. Louis, MO
Boston, MA                           Greensboro, NC                       636-282-2222
617-787-7070                         336-680-1000                         1-800-782-2222 (Illinois only)
WIVB-TV                              KCTV-5                               KTVX-TV
Buffalo, NY                          Kansas City, MO                      Salt Lake City, UT
716-879-4900                         913-831-1919                         1-877-908-0444 (toll free)
WJW-TV                               WTMJ-TV                              WTOL-TV
Cleveland, OH                        Milwaukee, WI                        Toledo, OH
216-578-0700                         414-967-5495                         419-255-2255
KKTV-TV                              WABC Radio                           WTOP AM&FM
Colorado Springs, CO                 New York, NY                         Washington, DC
719-457-8211                         212-268-5626                         301-652-4357


 Dispute Resolution Programs
 The auto industry has many of these programs                        Beware: Recovery Services
 (p. 80). The National Association of Security                    A scam artist has taken your money. Don’t
 Dealers offers a program designed to resolve                     be scammed again by a “recovery service”
 investment-related disputes.(p. 155). Some small                 offering to get your money back for you. The
 claims courts also offer a dispute resolution pro-               service is just trying to take your last dime.
 gram as an alternative to a trial.                               There is no charge for filing a complaint with
                                                                  a government agency.
 Mediation, arbitration, and conciliation are three
 common types of dispute resolution. During
 mediation, both sides involved in the dispute                               LEGAL RECOURSE
 meet with a neutral third party and create their
 own agreement jointly. In contrast, in arbitration
                                                                SMALL CLAIMS COURT
 the third party decides how to settle the problem.
 Request a copy of the rules of the program                     Small claims courts resolve disputes involving
 before making a decision to participate in any of              claims for small amounts of money. While the
 them. Because the opposing sides may not be                    maximum amounts that can be claimed or
 satisfied with the decision, ask in advance:                   awarded differ from state to state, court proce-
                                                                dures generally are simple, inexpensive, quick
 •       Is the decision binding? Some programs do
                                                                and informal. Court fees are minimal, and you
         not require both parties to accept the deci-
                                                                often get your filing fee back if you win your
                                                                case. Typically, you will not need a lawyer, and
 •       Does participation in the program place any            some states do not permit them.
         restrictions on your ability to take other legal
                                                                If you live in a state that allows lawyers and if
                                                                the party you are suing brings one, do not be
 The American Bar Association (p. 151) publishes                intimidated. Most judges make allowances for
 a directory of state and local dispute resolution              consumers who appear without lawyers. Even
 programs.                                                      though the court is informal, the judge’s decision
                                                                is binding and must be followed.
                                                                If you file a case and win, the losing party may
                                                                give you what the court says you are owed with-
                                                                out further action on your part. But some losers
                                                                refuse to follow the court’s directions. When this

                                                Reporting Fraud
     People who have no intention of delivering what is sold, who misrepresent items, send counter-
     feit goods or otherwise try to trick you out of your money are committing fraud. Reporting fraud
     promptly improves your chances of recovering what you have lost, and helps law enforcement
     authorities stop scams before others are victimized.
     •     Start by contacting your state or local consumer agency (p. 84) and local law enforcement
           officers for advice and assistance.
     •     Report suspected violations of Federal Trade Commission rules by contacting the FTC
           Consumer Response Center, Washington, DC 20580, calling toll-free 1-877-FTC-HELP (1-877-
           382-4357) or going online to
     •     Notify the National Fraud Information Center (p. 148) at
     •     Scams that used the mail or interstate delivery service should also be reported to the U.S.
           Postal Inspection Service (p. 138). It is illegal to use the mail to misrepresent or steal money.
     •    Complaints about e-commerce across international borders can be filed at

 42                    For information about Federal programs and services call 1 (800) FED-INFO or visit
                                                       LEGAL RECOURSE • Information and Help

happens, you can go back to court and ask for              compensation. If the Legal Aid office in your
the order to be enforced. Depending on local               area does not handle your type of case, it should
laws, the court might order property to be taken           refer you to other local, state or national organi-
by law enforcement officials and sold. You will            zations that can provide help.
get the money from the sale, up to the amount
                                                           To find the Legal Aid office nearest to you,
owed. Officials may also be directed to take
                                                           check a local telephone directory or contact:
money from a bank account or business cash
register. If the person who owes the money
                                                           National Legal Aid and Defender Association
receives a salary, the court might order an
                                                           1625 K Street, NW, 8th Floor
employer to garnish (deduct money from) each
                                                           Washington, DC 20006
paycheck and give it to you.
Check your local telephone book under the                  Fax: 202-872-1031
municipal, county or state government headings   
for small claims court offices. Ask the clerk how          Website:
to use the small claims court. Before taking
                                                           To find the LSC office nearest you, check a local
your own case to court:
                                                           telephone directory or contact:
•   Request educational material to help you
    prepare your presentation.                             LSC Public Affairs
                                                           750 1st Street, NE, 10th Floor
•   Observe a small claims court session.
                                                           Washington, DC 20002
                                                           Fax: 202-336-8959
If you need an attorney to advise or represent             Website:
you, ask friends and family for recommenda-
tions. You can also contact the Lawyer Referral
Service of your state, county, or city bar associa-
tion listed in the telephone directory.
Free assistance may be available from a law
school program where students, supervised by
attorneys, handle a variety of legal matters.
Some of these programs are open to all. Others
limit their service to distinct groups, such as
senior citizens or low-income persons. Contact
a law school in your area to find out if such a
program is available.
Websites such as
(American Bar Association),,,,, and may
help you with answers to general legal ques-
tions. For information on state-specific legal
questions, try the website of the National
Association of Consumer Agency
Administrators (
If you cannot afford a lawyer, you may qualify for
free legal help from a Legal Aid or Legal
Services Corporation (LSC) office. These
offices generally offer legal assistance about
such things as landlord-tenant relations, credit,
utilities, family matters (e.g., divorce and adop-
tion), foreclosure, home equity fraud, social
security, welfare, unemployment, and workers’

For more information, visit the Consumer Action Website at                          43
                                        Sample Complaint Letter

                                                                                           Your Address
                                                                              Your City, State, Zip Code

                         Name of Contact Person, if available
                         Title, if available
                         Company Name
                         Consumer Complaint Division (If you have no specific contact.)
                         Street Address
                         City, State, Zip Code

                         Dear (Contact Person):

                         Re: (account number, if applicable)

      ●   describe       On (date), I (bought, leased, rented, or had repaired) a (name of the
         purchase        product, with serial or model number or service performed) at (loca-
                         tion, date and other important details of the transaction).
●   name of product,
    serial number        Unfortunately, your product (or service) has not performed well
                         (or the service was inadequate) because (state the problem).                   ●   state problem
●   include date and     I am disappointed because (explain the problem: for exam-
     place of pur-       ple, the product does not work properly, the service was not                    ●   give history
         chase           performed correctly, I was billed the wrong amount, something
                         was not disclosed clearly or was misrepresented, etc.).

                         To resolve the problem, I would appreciate your (state the specific
                         action you want - money back, charge card credit, repair, exchange,
                         etc.) Enclosed are copies (do not send originals) of my records
                         (include receipts, guarentees, warranties, canceled checks, contracts,
●   ask for specific     model and serial numbers, and any other documents).
                         I look forward to your reply and a resolution to my problem,
●   enclose copies       and will wait until (set a time limit) before seeking help from                ●   allow time for
    of documents         a consumer protection agency or the Better Business                                   action
                         Bureau. Please contact me at the above address or by
                                                                                                    ●   state how you can
                         phone at (home and/or office numbers with area code).
                                                                                                           be reached

                         Your name


             Keep all copies of your letter, fax or e-mail, and all related documents

    44                 For information about Federal programs and services call 1 (800) FED-INFO or visit
                  Part III – Consumer Assistance Directory

                       Corporate Consumer Contacts
This section will help you resolve a complaint about a service or product. In some instances it
may be best to go back to the place where you bought the product or service. In other cases, it
may be better to write or call the consumer affairs department at the company's headquarters.
Even if you decide to go directly back to the seller, let the consumer affairs department of the
company know about your complaint. These offices are set up within companies because they
want to hear from you.
Many of the companies listed in the Handbook are members of the Society of Consumer Affairs
Professionals International (SOCAP). An international professional organization established
in 1973, SOCAP provides training, conferences and publications to encourage and maintain the
integrity of business in transactions with consumers; to encourage and promote effective com-
munication and understanding among business, government and consumers; and to define and
advance the consumer affairs profession. Today, SOCAP has 2,600 members representing more
than 1,500 companies, including large national or multinational firms, as well as small to midsize
companies, throughout the U.S. and Canada. Associate members represent Federal, state and
local government agencies, universities, and consumer organizations. SOCAP offers consumer
affairs/customer service professionals networking opportunities, professional journals and
newsletters, salary and job description surveys, and access to its resource center and bookstore.
The Society's goal is to improve the marketplace for consumers by addressing their concerns with-
in the corporate structures. SOCAP members are identified in the Corporate Consumer Contacts
section of the Handbook by a mobius strip, which is part of SOCAP's official logo, and symbolizes
the unbroken connection between good business and customer satisfaction and loyalty. For more
information, contact SOCAP at 675 North Washington St., Suite 200, Alexandria, VA 22314; 703-519-
3700; Fax: 703-549-4886; e-mail: or on the web at
If you do not find the name of the company you are looking for in this section, check the product
label or warranty for the name and address of the manufacturer. Public libraries also have help-
ful information. The Standard & Poor's Register of Corporations, Directors and Executives; Trade
Names Directory; Standard Directory of Advertisers; and Dun & Bradstreet Directory are four
sources that list information about most firms. If you cannot find the name of the manufacturer,
the Thomas Register of American Manufacturers lists the manufacturers of thousands of products.

            A                     ACCO Brands, Inc.                   PO Box 41484
                                  Fortune Brands                      Philadelphia, PA 19101-1484
AAMCO Transmissions,                                                  215-640-4555
                                  Consumer Affairs
Inc.                              300 Tower Parkway                   Fax: 215-640-2489
Anna Wright                       Lincolnshire, IL 60069              e-mail:
One Presidential Boulevard        847-541-9500              
Bala Cynwyd, PA 19004-1034        Toll free: 1-800-989-4923
610-668-2900, ext. 224                                                Adaptec
                                  Fax toll free: 1-800-247-1317
Toll free: 1-800-292-8500                                             691 South Milpitas Blvd.
Fax: 610-668-1308                                                     Milpitas, CA 95035
e-mail:         Ace Hardware                        Toll free: 1-800-959-7274
                                  Corporation                         Fax: 408-957-2546
ABC, Inc.                                                             e-mail:
                                  2200 Kensington Court
77 West 66th St.                                            
                                  Oak Brook, IL 60523
New York, NY 10023
                                  630-990-6600                        Adidas America
                                  Fax: 630-990-6856                   Carol Collins,
                                         Consumer Relations
                                  ACE USA Companies                   9605 SW Nimbus Ave.
                                  Mark Whiter                         PO Box 4015
                                  1601 Chestnut St.                   Beaverton, OR 97076

          Member of the Society of Consumer Affairs Professionals International, see page 45.        45
                         Corporate Consumer Contacts
 503-972-2300                       Alamo Rent A Car                    Allied Van Lines
 Toll free: 1-800-448-1796          200 Andrews Ave.                    PO Box 4403
 Fax: 503-906-4515                  Ft. Lauderdale, FL 33301            Chicago, IL 60680
 e-mail: consumer.relations         954-320-4000                        630-717-3590                      1-800-837-0032                      Toll free: 1-800-470-2851                     Toll free: 1-800-445-5664           Fax: 630-717-3123
 Appliance Sales Co.                Alaska Airlines                     Allstate Insurance Co.
 240 Edwards St.                    Manager                             2775 Sanders Road
 Cleveland, TN 37311                PO Box 68900                        Northbrook, IL 60062
 Toll free: 1-800-688-9920          Seattle, WA 98168                   847-402-5448
 TDD toll free: 1-800-688-2080      206-870-6062 (consumer              Fax: 847-402-0169
                                    affairs); 206-431-7428    
 Adobe Systems                      (cargo/freight claims) ; 206-
 345 Park Ave.                      431-7425 (baggage claims)           Almaden Vinyards
 San Jose, CA 95110                 206-431-3753 (refunds/lost tick-    Consumer Relations
 408-536-6000                       et applications) ; Toll free: 1-    12667 Road 24
 206-470-7000 (Seattle, WA)         800-426-0333 (Reservations)         Madera, CA 93639
 Toll free: 1-800-685-3507          Fax: 206-439-4477                   Toll free: 1-800-726-9977
 Toll free: 1-800-833-6687
 Toll free: 1-800-879-3219                                              Aloha Airlines                      Alberto Culver Co.                  Bonnie Horibata
                                    2525 Armitage Ave.                  PO Box 30028
 Aerus Electrolux                   Melrose Park, IL 60160              Honolulu, HI 96820
 Corporation                        708-450-3163                        808-836-4115
 Customer Service                   Fax: 708-450-3435                   Toll free: 1-800-803-9454
 300 East Valley Dr.                           Fax: 808-836-4206
 Bristol, VA 24201                                                      e-mail: bhoribata@alohaair-
 Toll free: 1-800-243-9078          Albertsons Inc.           
 Fax: 540-645-2863                  Dee Mooney
                                    Corporate Headquarters              Amana Appliances
 e-mail: customerservice
                                    250 Parkcenter Blvd.                Vice President of Consumer
                                    Boise, ID 83706                     Communications
                                    208-395-6392                        2800 220th Trail
 AETNA, Inc.                        Fax: 208-395-6773                   Amana, IA 52204
 151 Farmington Ave.                        Toll free: 1-800-843-0304 (prod-
 Hartford, CT 06156                                                     uct questions)
 860-273-0123                       Alcon Laboratories, Inc.            Toll free: 1-800-628-5782 (service)
 Toll free: 1-800-US-AETNA          Martha Siegel             
 TDD/TTY: 860-273-3081              Consumer Affairs, Quality
                                    Assurance                           America West Airlines
 Fax: 860-273-9806 (consumer
                                    6201 South Freeway                  4000 East Sky Harbor Blvd.
                                    Fort Worth, TX 76134-2099           Phoenix, AZ 85034
                                    817-551-8298                        480-693-0800
 AFC Enterprises                    Fax: 817-551-3092                   Toll free: 1-800-235-9292
 America’s Favorite Chicken Co.                                         TDD toll free: 1-800-526-8077
 6 Concourse Pkwy., Suite 1700      Allegheny Pharmacal                 Fax: 480-693-3707
 Atlanta, GA 30328-5352             Corp.                     
 770-391-9500                       Arthur Gutowitz
                                                                        American Airlines, Inc.
 Toll free: 1-800-222-5857          277 Northern Blvd.
                                                                        PO Box 619612 MD 2400
 Fax: 770-353-3280                  Great Neck, NY 11021
                                                                        Fort Worth, TX 75261-9612                 516-466-0660
                                    Toll free: 1-800-645-6190
                                                                        Fax: 817-967-4162

46            Member of the Society of Consumer Affairs Professionals International, see page 45.
                            Corporate Consumer Contacts
American Automobile                  Ameritech                          Aon Innovative
Association                          225 W. Randolph St., Rm. 30-D      Services
Manager                              Chicago, IL 60606                  Joy A. Arnold
1000 AAA Dr., Mailspace 61           312-722-9411                       13922 Denver West Parkway
Heathrow, FL 32746                   Toll free: 1-800-244-4444          Golden, CO 80020
407-444-8391                         (customers only)                   303-271-2336                          Toll free: 1-800-451-2761          e-mail: j.arnold@innova-
American Express Co.                                          
777 American Express Way             Amgen, Inc.
Ft. Lauderdale, FL 33333             One Amgen Center Dr.               Apple Computer, Inc.
Toll free: 1-800-528-4800 (green     Thousand Oaks, CA 91320-1799       One Infinite Loop
card inquiries); Toll free: 1-800-   805-447-1000 or 805-447-1010       Cupertino, CA 95014
327-2177 (gold card inquiries);      Toll free: 1-800-28-AMGEN          Toll free: 1-800-538-9696
Toll free: 1-800-525-3355 (plat-                      (dealer information)
inum card inquiries)                                                    Toll free: 1-800-767-2775
                                     Amway Corporation                                                 (tech assistance)
                                     Customer Service, North
                                                                        Toll free: 1-800-646-7582 (per
American Family                      American Business Region
                                                                        incident tech support)
Publishers                           7575 East Fulton Road
PO Box 62000                         Ada, MI 49355
Tampa, FL 33662-2000                 Toll free: 1-800-544-7167          Appleseeps
Toll free: 1-800-AFP-2400            TDD toll free: 1-800-548-3878      30 Tozer Road
                                                 Beverly, MA 01915
American Greetings                                                      978-922-2040
Corp.                                Andersen Windows, Inc.
                                                                        Toll free: 1-800-767-6666
                                     Window Care Call Center
Sue Holiday                                                   
                                     100 Fourth Ave. North
One American Road
                                     Bayport, MN 55003                  Arizona Mail Order
Cleveland, OH 44144
                                     651-430-5150                       3740 East 34th St.
216-252-7300, ext. 1281
                                     Toll free: 1-888-888-7020          Tucson, AZ 85713
Toll free: 1-800-777-4891
                                     Fax: 651-430-5827                  520-748-8600
                                       Fax: 520-750-6755
                                     Anheuser-Busch, Inc.                        Jeff Esserman, Marketing           Armour Swift Eckrich
American Home                        One Busch Place                    2001 Butterfield Road
                                     St. Louis, MO 63118                Downers Grove, IL 60515
Products Corp.
                                     314-552-1305 or 314-552-1311       630-512-1000
5 Giralda Farms
                                     Toll free: 1-800-342-5283          Toll free: 1-800-325-7424
Madison, NJ 07940
                                     Fax: 314-552-1311                  (Eckrich nutrition)
                                     e-mail: rosann.klaesner            Fax: 630-512-1124
Toll free: 1-800-322-3129
American Standard,                                                      Armstrong World
                                     AON Corporation                    Industries, Inc.
Inc.                                 John Roskopf                       Charles Wrightson
PO Box 6820                          Financial Relations                PO Box 3001
Piscataway, NJ 08855-6820            123 North Wacker Dr.               Lancaster, PA 17604
Toll free: 1-800-223-0068            Chicago, IL 60606                  717-396-3040
Fax: 732-980-6170                    312-701-3000 or 312-701-3983       Toll free: 1-800-233-3823
American Stores Co.                  Fax: 312-701-3793                  Fax: 717-396-4270
See: OSCO Drugs, Subsidiary
of American Stores

       Member of the Society of Consumer Affairs       Provided financial support for the publication
       Professionals International, see page 45.       of the Consumer Action Handbook.                  47
                             Corporate Consumer Contacts
 Artisoft, Inc.                    Atlantic Richfield Co.,                            B
 Communications Software           ARCO Products Co.
 Group                             Manager                             Bacardi-Martini USA,
 1 South Church Ave., Ste. 2200    4 Center Point Dr.
 Tucson, AZ 85701
                                   La Palma, CA 90623
 520-670-7000                                                          Frederick Wilson,
 Toll free: 1-800-846-9726                                             2100 Biscayne Blvd.
                                   Toll free: 1-800-322-2726
 Fax: 520-670-7101                                                     Miami, FL 33137
                                   Atlas Van Lines, Inc                Toll free: 1-800-BACARDI
 Asante Technologies               Jan Martin                          Fax: 305-573-2730
 821 Fox Lane                      PO Box 509                
 San Jose, CA 95131                Evansville, IN 47703-0509
 Toll free: 1-800-622-7464                                             (Division of Sara Lee Corp.)
                                   Toll free: 1-800-252-8885
 Fax: 408-432-1117                                                     3330 Healy Dr.
                                   Fax: 812-421-7129                                                        PO Box 5100
                                   e-mail: janmar2@atlasvan-
                                                                       Winston-Salem, NC 27113
 A.T. Cross Co.                                                        336-519-6053
 Consumer Relations                                                    Toll free: 1-800-225-4872
 One Albion Road                   Automobile Magazine       
 Lincoln, RI 02865                 (Division of K-III)
 401-333-1200, ext. 380
                                                                       Ball Park Brands
                                   575 Lexington Ave., 24th Floor
 Toll free: 1-800-AT-CROSS                                             Diana J. Prindle
                                   New York, NY 10022
 (1-800-282-7677)                                                      Consumer Affairs
 Fax: 401-334-4856                                                     PO Box 19170
 e-mail:          Aventis                             Detroit, MI 48219
                                   Pharmaceuticals                     248-355-1100
 AT&T                              North American Headquarters         Toll free: 1-800-317-5867
 Valerie Hasselbach                300 Summerset Corporate Blvd.       Fax: 248-355-3436
 Consumer Services                 Bridge Water, NJ 08807    
 295 North Maple Ave.              908-231-4000
 Basking Ridge, NJ 07920
                                                                       Bally Entertainment
                                   Toll free: 1-800-552-3656           8700 West Bryn Mawr Ave.
 908-221-2000 or 908-221-5942
 Toll free: 1-800-222-0300                                             Chicago, IL 60631
 TDD/TTY: 1-800-522-2880           Avis Rent-A-Car                     773-399-1300
 Fax: 908-221-1211                                                     Fax: 773-693-2982
                                   Jaylene Howison
                                   4500 S. 129th East Ave., Ste. 100   Bank of America
 Ateeco, Inc.
                                   Tulsa, OK 74134-3802                Kenneth D. Lewis
 Consumer Affairs Department
                                   Toll free: 1-800-352-7900           100 N. Tryon St.
 PO Box 606
                                   Fax: 918-621-4819                   Charlotte, NC 28255
 Shenandoah, PA 17976
                                   e-mail:           Toll free: 1-800-299-2265
 Toll free: 1-800-233-3170                 Avon Products, Inc.                 Bank United
                                   Lynn Baron                          Pat Stambaugh-Moretti
 ATI Technologies, Inc.
                                   1251 Ave. of the Americas           Community Bank
 33 Commerce Valley Dr., East
                                   New York, NY 10020                  3200 SW Freeway
 Thornhill, Ontario L3T 7N6
                                   212-282-7571                        Houston, TX 77027
                                   Toll free: 1-800-367-2866           713-543-7897
                                   Toll free: 1-800-445-2866 (con-     e-mail:
 Fax: 905-882-0546
                                   sumer information center) ;
                                   Toll free: 1-800-FOR-AVON 

          Member of the Society of Consumer Affairs     Provided financial support for the publication
48        Professionals International, see page 45.     of the Consumer Action Handbook.
                         Corporate Consumer Contacts
Bass Pro Shop                      Toll free: 1-800-233-2340           Best Western
2500 East Kearney                  Fax: 203-563-5895                   International
Springfield, MO 65898                                                  Peggy Yoder
417-873-5000                                                           PO Box 10203
Toll free: 1-800-BASS-PRO          Telecommunications,
                                                                       Phoenix, AZ 85080-2007
TDD toll free: 1-800-442-5788      Inc.                                623-780-6181
Fax: 417-873-5060                  Executive Appeals Manager           Toll free: 1-800-528-1238
e-mail:         BellSouth Center                    Fax: 623-780-6199                    675 West Peachtree St., NW
                                   Suite 37D57
Bayer Consumer Care                Atlanta, GA 30375                   BF Goodrich Tires
Division                           404-927-7400                        PO Box 19001
36 Columbia Rd., PO Box 1910       Toll free: 1-800-346-9000 (Bell     Greenville, SC 29602-9001
Morristown, NJ 07962-1910          South Products)                     864-458-5000
973-254-5000                       TTY toll free: 1-800-251-5325       Toll free: 1-877-788-8899
Toll free: 1-800-331-4536          (TTY, VCO/HCO)                      Fax: 864-458-6650
Fax: 973-408-8000                  Fax: 404-584-6545         
                                   e-mail: Hq.Appeals
Bear Creek Corp.                        BIC Corp.
2518 South Pacific Highway                   500 Bic Dr.
PO Box 299                                                             Milford, CT 06460
Medford, OR 97501                  Benckiser Consumer                  203-783-2000
Toll free: 1-800-345-5655 (Harry   Products                  
and David)                         See Also: Reckitt Benckiser Inc.
Toll free: 1-800-872-7673                                              Binney & Smith, Inc.
                                   Gerry Luepke
(Jackson and Perkins)                                                  100 Church Lane
                                   Five American Dr.
Fax: 541-776-2194                                                      Easton, PA 18042
                                   Greenwich, CT 06831                                                  610-253-6272
                                   Toll free: 1-800-284-2023
                                                                       Toll free: 1-800-CRAYOLA
Beatrice Cheese, Inc.              Benihana of Tokyo         
770 North Springdale Road          Kevin Aoki
Waukesha, WI 53186                                                     Bissell
                                   8685 Northwest 53rd Terrace
414-782-2750                                                           Roxanne Jandahl
                                   Miami, FL 33166
Toll free: 1-800-444-6101                                              Consumer Services
Fax: 414-782-0760                                                      PO Box 1888
                                   Toll free: 1-800-327-3369                                                 2345 Walker Ave., NW
                                   Fax: 305-592-6371
                                                                       Grand Rapids, MI 49544-2597
Becton Dickinson and                                                   Toll free: 1-800-237-7691
Co.                                Berkeley Systems                    e-mail:
Gary Cohen                         2095 Rose St.             
One Becton Dr.                     Berkeley, CA 94709
                                                                       Black and Decker
Franklin Lakes, NJ 07417           510-540-5535 or 425-746-5771
201-847-6658                       (technical support)                 Power Tools
Fax: 201-884-5487                  Fax: 510-540-5630                   626 Hanover Pike                                    Hampstead, MD 21074
Beech-Nut Nutrition                Best Foods                          Toll free: 1-800-762-6672
Corporation                        700 Silven Ave.           
See:The Milnot Company             Englewood Cliffs, NJ 07632-9976
                                   201-894-4000                        Block Drug Company,
Beiersdorf, Inc.                   Toll free: 1-800-338-8831           Inc.
Wilton Corporate Center            Fax: 201-894-2126                   Alice McCann
187 Danbury Road                            Consumer Affairs
Wilton, CT 06897                                                       257 Cornelison Ave.
203-563-5800                                                           Jersey City, NJ 07302-9988

           Member of the Society of Consumer Affairs Professionals International, see page 45.       49
                          Corporate Consumer Contacts
 Toll free: 1-800-365-6500          Borden, Inc.                        British Airways
 Fax: 201-434-4186                  180 East Broad St.                  75-20 Astoria Blvd.
 e-mail: consumer_affairs@          Columbus, OH 43215                  Jackson Heights, NY 11370                      614-225-4000                        718-397-4000                  Toll free: 1-800-727-8260           Toll free: 1-800-247-9297
                                    Fax: 614-225-7680                   Fax: 718-397-4395
 Bloomingdale’s by Mail,
 475 Knotter Dr., PO Box 593        Borland                             Brown Shoe
 Cheshire, CT 06410-0593            100 Enterprise Way                  Consumer Care
 203-271-1313                       Scotts Valley, CA 95066             8300 Maryland Ave.
 Toll free: 1-800-777-0000 (mail    831-461-9190                        Clayton, MO 63105
 order)                             Toll free: 1-888-588-2230           314-854-4000
 TDD/TTY toll free: 1-800-838-      Fax: 831-431-4361                   Toll free: 1-800-766-6465
 2892                               e-mail: customer-                   Fax: 314-854-4274
 Fax: 203-271-5321                         e-mail:
 Blue Cross and Blue                BP/Amoco Oil Co.                    Brown-Forman
 Shield Association                 Richard Smith                       Beverages Worldwide
 1310 G St., NW, 12th Floor         28301 Ferry Road                    Dianne Hall
 Washington, DC 20005               Warrenville, IL 60555               PO Box 1080
 202-626-4780                       Toll free: 1-800-333-3991           Louisville, KY 40201
 Fax: 202-626-4833                  Toll free: 1-800-227-3329 (credit   502-585-1100                  card)                               Toll free: 1-800-753-4567
                                    Toll free: 1-800-782-7887 (club     (Canadian Mist)
 Bob Evans Farms, Inc.              emergency services)       
 3776 South High St.                Fax: 630-836-4530
 Columbus, OH 43207                                                     Budget Gourmet
 614-491-2225                       Braun                               PO Box 16630
 Toll free: 1-800-272-7675          1 Gillette Park                     Duluth, MN 55816
 Fax: 614-497-4330                  Boston, MA 02127                    Toll free: 1-800-488-0050
 e-mail: tammy.myers@bobe-          Toll free: 1-800-BRAUN11                           (1-800-272-8611)                    Budget Rent-A-Car                                Corp.
                                                                        PO Box 111580
 Boca Research, Inc.                Bridgestone/Firestone,              Carrollton, TX 75011-1580
 1601 Clint Moore Road              Inc.                                Toll free: 1-800-621-2844
 Boca Raton, FL 33487               PO Box 7988                         Fax: 972-404-7869
 561-241-8088 (customer service)    Chicago, IL 60680-9534
 Fax: 561-997-2163                  Toll free: 1-800-367-3872           Bulova Watch Co.
 e-mail: support@bocare-            Fax toll free: 1-800-760-7859       Manager                         e-mail: firestone_consumer_         26-15 Brooklyn Queens Expy.                      Woodside, NY 11377
                                                                        718-204-3300 (consumer rela-
 Bojangles                          Bristol-Myers Squibb                tions)
 Customer Relations                 Pharmaceutical Group                718-204-3222 (service)
 9432 Southern Pine Blvd.           Robert Laverty
 Charlotte, NC 28273                PO Box 4000                         Burlington Coat Factory
 704-527-2675                       Princeton, NJ 08543-4000            Warehouse Corp.
 Toll free: 1-800-366-9921          609-252-4000                        Monroe Milstein,
 Fax: 704-522-8677                  Toll free: 1-800-332-2056 (cus-     1830 Route 130 North                  tomer relations)                    Burlington, NJ 08016
                                                                        Fax: 609-387-7071

50             Member of the Society of Consumer Affairs Professionals International, see page 45.
                            Corporate Consumer Contacts
Burlington Industries,            Calvin Klein Cosmetics              Syracuse, NY 13221
Inc.                              Company                             315-432-7885
Delores Sides                     See: Unilever Cosmetics             Toll free: 1-800-227-7437
3330 West Friendly Ave.           International                       Toll free Bryant Heating and
Greensboro, NC 27410                                                  Air Conditioning: 1-800-428-
336-379-2472                      Campbell Soup Co.                   4326 ; Toll free Day & Night
Fax: 336-379-4504                 Susan Baranowsky                    Heating and Air Conditioning:                Consumer Response and               1-800-428-4326
                                  Information Center                  Toll free Payne Heating & Air
Bush Brothers &                   1 Campbell Place                    Conditioning: 1-800-428-4326
Company                           Camden, NJ 08103-1701               Fax: 315-432-6620
Consumer Relations                Toll free: 1-800-257-8443 
1016 E. Weisgarber Road 
                                                                      Carter-Wallace, Inc.
                                  Canandaigua Wine Co.                1345 Ave. of the Americas
P.O. Box 52330
                                  Consumer Relations                  New York, NY 10105
Knoxville, TN 37950-2330
                                  116 Buffalo St.                     212-339-5000
                                  Canandaigua, NY 14424               Toll free: 1-800-833-9532
                                  716-394-7900                        Fax: 212-339-5100
                                  Toll free: 1-888-659-7900
                                  Fax: 716-393-6950                   Carvel Corp.
              C                                                       20 Batterson Park Road
                                                                      Farmington, CT 06032-2502
Cabela’s Government               Canon Computer                      860-677-6811
Outfitter                         Systems                             Toll free: 1-800-322-4848
Government Sales                  15955 Alton Parkway       
One Cabela Dr.                    Irvine, CA 92618
Sidney, NE 69160                                                      Casio, Inc.
308-254-5505, ext. 1347                                               570 Mt. Pleasant Ave.
                                  Toll free: 1-800-423-2366
Toll free: 1-800-242-1596                                             Dover, NJ 07801
                                  Toll free: 1-800-848-4123
TDD/TTY: 1-800-695-5000                                               973-361-5400
                                  Fax: 949-753-4239
Fax: 308-254-6680                                                     Toll free: 1-800-962-2746
e-mail:                                                               Fax: 973-361-3819            Canon U.S.A., Inc.                           One Canon Plaza
                                                                      CEC Entertainment, Inc.
                                  Lake Success, NY 11042
Caere Corporation                                                     4441 West Airport Freeway
100 Cooper Court                                                      Irving, TX 75062
                                  Toll free: 1-800-828-4040
Los Gatos, CA 95032                                                   972-258-8507
408-395-8319                                                          Fax: 972-258-8545
Toll free: 1-800-654-1187         Carfax, Inc.              
e-mail:         George Bounacos
                                                                      Celestial Seasonings                     Customer Operations
                                                                      4600 Sleepytime Dr.
                                  10304 Eaton Pl., Ste. 500
Calcomp (plotters)                                                    Boulder, CO 80301-3292
                                  Fairfax, VA 22030
577 Burning Tree Road                                                 303-530-5300
                                  Toll free: 1-800-274-2277
Fullerton, CA 92833                                                   Toll free: 1-800-351-8175
                                  Fax: 703-218-2853
Toll free: 1-800-225-2667                                   
                                       Ceridian Corp.
Calvin Klein            
Emily Stone                                                           3311 East Old Shakopee
205 West 39th St., 10th Floor     Carrier Air Conditioning            Bloomington, MN 55425
New York, NY 10018                                                    952-853-8100
                                  Customer Relations Manager
                                  PO Box 4808

       Member of the Society of Consumer Affairs     Provided financial support for the publication
       Professionals International, see page 45.     of the Consumer Action Handbook.                 51
                             Corporate Consumer Contacts
 C.F. Hathaway                     Church & Dwight                    Clopay Building
 10 Water St.                      Company, Inc.                      Products Co.
 Waterville, ME 04901              Nancy Sevinsky                     Bob Saske
 207-873-4241                      Consumer Relations                 312 Walnut St., Suite 1600
 Toll free: 1-800-341-1003         469 North Harrison St.             Cincinnati, OH 45202-4036
 Fax: 207-873-8390                 Princeton, NJ 08543-5297           Toll free: 1-800-225-6729                  609-683-5900                       Fax: 513-762-3519
                                   Toll free: 1-800-524-1328
 Chanel, Inc.
                                   e-mail: website@churchd-
 Consumer Relations                                                   Clorox Co.
 9 West 57th St., 44th Floor                                          Consumer Services Manager
 New York, NY 10019-2790                                              1221 Broadway
 212-688-5055                      CIBA Vision                        Oakland, CA 94612-1888
 Fax: 212-752-1851                 Consumer Relations                 Toll free: 1-800-292-2200 (laun-                 11460 Johns Creek Parkway          dry brands); Toll free: 1-800-
                                   Duluth, GA 30045                   835-4523 (GLAD); Toll free: 1-
 Chattem, Inc.
                                   Toll free: 1-800-875-3001          800-227-1860 (household sur-
 1715 West 38th St.
                                          face cleaners); Toll free: 1-800-
 Chattanooga, TN 37409
                                                                      426-6228 (insecticides);
 423-821-4571                      CIE America                        Toll free: 1-800-242-7482 (water
 Toll free: 1-800-745-2429         Customer Service                   purification systems)                   2701 Dow Ave.            
                                   Tustin, CA 92780
 Chesebrough-Pond’s,                                                  Coats & Clark, Inc.
                                   310-643-9827, ext. 305
 USA                               Toll free: 1-800-877-1421          Craft & Yarn Division
 Linnea Johnson                    Fax: 714-368-4880                  PO Box 12229
 Consumer Services                             Greenville, SC 29612-0229
 800 Sylvan Ave.                                                      864-877-8985
 Englewood Cliffs, NJ 07632        CIGNA Property and                 Toll free: 1-800-648-1479
 Toll free: 1-800-743-8640         Casualty Companies       
 Toll free: 1-800-786-5135         Mark Whiter                  1601 Chestnut St.                  The Coca-Cola Co.
                                   Philadelphia, PA 19101-1484        Industry and Consumer
 Chevron Products Co.                                                 Affairs
                                   215-761-1000 or 215-761-2489
 Melanie Leach                                                        PO Box 1734
 PO Box 42818                                                         Atlanta, GA 30301
 Houston, TX 77242                 Circuit City Stores, Inc.          404-676-2121
 Toll free: 1-800-962-1223         9950 Mayland Dr.                   Toll free: 1-800-438-2653
 Fax: 713-219-5324                 Richmond, VA 23233                 TDD toll free: 1-800-262-2653         804-527-4000                       Fax: 404-676-4903
                                   Toll free: 1-800-627-2274
 Chicken of the Sea
                                   Fax: 804-342-6481
 International                           Coldwell Banker Corp
 Dennis Mussell                                                       339 Jefferson Road
 4510 Executive Dr., Suite 300     Citizen Watch Company              PO Box 259
 San Diego, CA 92121               of America                         Parsippany, NJ 07054-3259
 858-597-4242                      Executive Secretary                973-912-4000
 Fax: 858-597-4566                 1000 W. 190th St.                  Toll free: 1-800-732-5867
                                   Torrence, CA 90502                 Fax: 973-912-4005
 Chuck E. Cheese’s
 Restaurants                       Toll free: 1-800-321-1023          The Colgate-Palmolive
 See: CEC Entertainment, Inc.               Company*
                                                                      Jan Guifarro
                                                                      300 Park Ave.
                                                                      New York, NY 10022

         Member of the Society of Consumer Affairs     Provided financial support for the publication
52       Professionals International, see page 45.     of the Consumer Action Handbook.
                            Corporate Consumer Contacts
212-310-2000                        Compaq Computer                     Toll free: 1-800-877-1253
Toll free: 1-800-468-6502           Corporation                         e-mail:
Toll free: 1-800-763-0246           PO Box 692000             
Fax: 212-310-3243                   Houston, TX 77269                                                         Consumer Credit
                                                                        Counseling Service of
Collins & Aikman                    Toll free: 1-800-852-6672 (tech-
                                    nical support)                      Greater Washington,
Products Co.                                                            Inc.
                                    Toll free: 1-800-345-1518 (prod-
PO Box 32665                                                            15847 Crabbs Branch Way
                                    uct information)
Charlotte, NC 28232                                                     Rockville, MD 20855
                                    Fax: 970-282-9225
704-547-8500                                                            301-590-1010
Fax: 704-548-2172                                                       Toll free: 1-800-747-4222
                                    Computer Associates                 e-mail:
Colonial Penn Group,
                                    PO Box 3391               
Inc.                                Tulsa, OK 74101-3391
Robert Vickery                      918-838-7638                        Continental Airlines, Inc.
399 Market St., 5th Floor           405-947-5600 (Oklahoma City)        PO Box 4607-HQ SCR
Philadelphia, PA 19181              Toll free: 1-800-722-9095           Houston, TX 77210-4607
215-928-8000                        Fax: 918-836-5918                   Toll free: 1-800-932-2732
Toll free: 1-800-523-1700 (auto     e-mail:                             e-mail:
customer service); Toll free: 1-    
800-523-2800 (homeowner cus-
tomer service); Toll free: 1-800-                                       Continental/General
523-4000 (health customer           ConAgra Frozen Foods                Tire, Inc.
service); Toll free: 1-800-523-     Consumer Affairs                    Ron Forsyth
9100 (life customer service)        PO Box 3768                         Consumer Relations                Omaha, NE 68103-0768                1800 Continental Blvd.
                                    402-595-6000                        Charlotte, NC 28273
Columbia Gas of Ohio                Toll free: 1-800-722-1344           Toll free: 1-800-847-3349
PO Box 117                          Fax: 402-595-7880                   Fax: 1-888-TIREFAX (847-3329)
Columbus, OH 43216-0117             e-mail:                             e-mail:
Toll free: 1-800-344-4077    
TDD/TTY: 1-977-460-2443   
Fax: 614-450-5502                                                       Converse, Inc.             ConAgra Grocery                     Customer Service Group
                                    Products Company                    One Fordham Road
The Columbia House                                                      North Reading, MA 01864-2680
                                    PO Box 4800
Company                             Fullerton, CA 92833                 Toll free: 1-800-428-CONS
1400 N. Fruitridge Ave.             714-680-1431                        (1-800-428-2667)
Terre Haute, IN 47811                                                   Fax: 508-664-7440
812-242-7500 (music)                Congoleum Corp.           
812-242-7913 (video and DVD)        Brian Quigley
Toll free: 1-800-965-9665           3700 Quakerbridge Rd.               Conwood Company, L.P.
(audiobook)                         Mercerville, NJ 08619               813 Ridge Lake Blvd.               609-584-3610                        Memphis, TN 38120
                                    Toll free: 1-800-274-3266           901-761-2050 or 901-767-1302
Combe Incorporated.                 Fax: 609-584-3521                   Toll free: 1-800-238-5990
1101 Westchester Ave.              
White Plains, NY 10604-3503
914-694-5454                        Consolidated Stores                 Coors Brewing Co.
Toll free: 1-800-431-2610 (con-     Corp.                               Toni Houck
sumer affairs)                      Customer Relations                  Consumer Relations
Toll free: 1-800-873-7400 (prod-    300 Phillipi Rd., PO Box 28512      311 10th St. - NH475
uct questions)                      Columbus, OH 43228-0512             Golden, CO 80401
Fax: 914-694-6320                   614-278-6800                        303-279-6565

           Member of the Society of Consumer Affairs Professionals International, see page 45.         53
                             Corporate Consumer Contacts
 Toll free: 1-800-642-6116           Culligan International              612-830-0200
 Fax: 303-277-5415                   Co.                                 Fax: 612-830-0480
                                     Office of the President   
 Corel Corporation
                                     One Culligan Parkway                The Dannon Co., Inc.
 1600 Carling Ave.
                                     Northbrook, IL 60062
 Ottawa, ON K1Z 8R7 Canada                                               Eileen Troise
                                     Toll free: 1-800-947-4759
 Toll free: 1-800-772-6735                                               PO Box 90296
                                     Fax toll free: 1-888-777-8715
 (Buffalo, NY)                                                           Allentown, PA 18109-0296
                                     e-mail: consumeraffairs@cul-
 Toll free: 1-877-422-6735                                               Toll free: 1-877-DANNON US
 Fax: 613-728-0826, ext. 3080 (fax                                       Toll free: 1-877-326-6668
 back); 613-761-9176 (customer                                           Fax: 610-231-8597
 service)                            Cumberland Packing                  e-mail:
 e-mail:          Corporation               
 Craftmatic                          Marvin Eisenstadt
 Organization, Inc.                  Sweet ‘N Low                        Danskin
                                     Two Cumberland St.                  Shelby Snyder
 2500 Interplex Dr.
                                     Brooklyn, NY 11205                  PO Box 15016
 Trevose, PA 19053-6998
                                     718-858-4200                        York, PA 17405-7016
                                     Fax: 718-260-9017                   717-840-5817
 Toll free: 1-800-677-8200 (serv-
                                              Toll free: 1-800-288-6749
 Toll free: 1-800-828-1033 (con-     Current, Inc.                       Fax: 717-840-5855
 sumer affairs)                      1005 East Woodmen Road              DAP Products, Inc.
 Fax: 215-639-9941                   Colorado Springs, CO 80920          Matt Stewart, Regulatory &                  719-531-2717 or 719-594-4100        Environmental Affairs
 Creative Labs                       Toll free: 1-800-525-7170           2400 Boston St., Ste. 200
                                     Fax: 719-531-6510                   Baltimore, MD 21224
 1523 Cimarron Plaza
 Stillwater, OK 74075
 405-742-6622 or 405-742-6655        CVS/pharmacy                        Toll free: 1-800-543-3840
 405-742-2160 (NT+ 052 users)                                            Fax: 410-558-1097
                                     Customer Relations
 Toll free: 1-800-998-5227                                               e-mail:
 Toll free: 1-800-998-1000 (cus-                               
                                     One CVS Dr.
 tomer service)                      Woonsocket, RI 02895                Deere & Company
 Fax: 405-742-6633; 405-372-5227     401-765-1500                        Corporate Communications
 (fax back)                          Toll free: 1-800-666-0500           1 John Deere Place
 e-mail: 72662.3046@com-             Fax: 401-762-6949                   Moline, IL 61265-8098                                         309-765-8000
 Cuisinart                           2703 North Central                  Del Laboratories, Inc.
 (Division of Conair Co.)            Expressway                          Consumer Relations
 Peter Cammarata,                    Richardson, TX 75080                565 Broad Hollow Road
 One Cummings Point Road             972-968-8387                        Farmingdale, NY 11735
 Stanford, CT 06904                  Toll free: 1-800-462-9749           516-844-2020
 203-975-4600                        Fax: 972-679-9857                   Toll free: 1-800-952-5080
 609-426-1300 (in NJ)                             Toll free: 1-800-953-5080
 Toll free outside NJ: 1-800-
                                                                         Fax: 516-293-1515
 726-0190                                          D                     e-mail:
 Toll free: 1-800-726-6247, ext.
 4605                                Dairy Queen
 Fax: 203-975-4660                                                       Del Monte Foods
                                     PO Box 39286
 e-mail:                                            PO Box 193575
                                     7505 Metro Blvd.                                                       San Francisco, CA 94119-3575
                                     Minneapolis, MN 55439-0286

          Member of the Society of Consumer Affairs       Provided financial support for the publication
54        Professionals International, see page 45.       of the Consumer Action Handbook.
                            Corporate Consumer Contacts
Toll free: 1-800-543-3090         541-967-2450                        Dole Food Company,
Fax: 415-247-3080                 Toll free: 1-800-727-8772           Inc.
                                  Fax: 408-325-7070                   Karen Brill
Delta Air Lines, Inc.                      One Dole Dr.
Customer Care
                                  Diamond of California               Westlake Village, CA 91362-7300
PO Box 20980
Atlanta, GA 30320-2980            Donna Samelson
                                                                      Toll free: 1-800-232-8888
404-715-1450                      1050 South Diamond St.
                                                                      Fax: 818-874-4997
Fax: 1-888-286-3163 (Toll free    Stockton, CA 95201
within U.S. and Canada)           209-467-6260                     Fax: 209-467-6205                   Dollar Rent A Car
                                  e-mail: dsamelso@diamondof-         Systems, Inc.
Delta Faucets Company   
55 East 111th St., PO Box 40980                                       Charles Boyce
Indianapolis, IN 46280                                                Customer Center
317-848-1812 or 317-574-5555      Diet Center Worldwide,              CIMS 7082, 5330 East 31st St.
Toll free: 1-800-345-3358         Inc.                                P.O. Box 33167                                                   Tulsa, OK 74153-1167
                                  395 Springside Dr.
                                  Akron, OH 44333
Deneba Software                                                       Toll free: 1-800-800-5252
1150 NW 72nd Ave.                                                     Toll free: 1-800-800-6080
                                  Fax: 330-666-2197
Miami, FL 33126                                                       Fax: 918-669-8596
305-596-5644                                                          e-mail:
Toll free: 1-800-622-6827         Digital Equipment Corp.   
Fax: 305-273-9069                 20555 State Hwy. 249
e-mail:                                            Domino’s Pizza, Inc.
                                  Houston, TX 77070                                                        David Brandon
                                                                      Customer Service
                                  Toll free: 1-800-332-4636
Denny’s, Inc.                                                         PO Box 997
                                  Toll free: 1-800-344-4825
203 East Main St.                                                     30 Frank Lloyd Wright Drive
Spartanburg, SC 29319                                                 Ann Arbor, MI 48106
864-597-8000                                                          313-930-3030
Toll free: 1-800-7DENNYS          Dillard’s, Inc.                     Toll free: 1-888-DOMINOS                    1600 Cantrell Road        
                                  Little Rock, AR 72201
Dep Corp.                                                             DowBrands
George Andrassy                                                       Consumer Affairs
                                  Fax: 501-376-5917
2101 East Via Arado                                                   PO Box 68511
Rancho Dominguez, CA 90220-                                           Indianapolis, IN 46268-0511
6189                              Diners Club                         317-260-2000
310-604-0777                      International                       Toll free: 1-800-428-4795
Fax: 310-537-3679                 7958 S. Chester                     Fax: 317-873-8564
                                  Englewood, CO 80112       
The Dial Corporation
                                  303-799-9000                        Dr Pepper/Seven Up,
Betty Scott
                                  Toll free: 1-800-234-6377
15101 North Scottsdale Rd.                                            Inc.
                                  Fax: 303-649-2891
Scottsdale, AZ 85254-1619                                             Phillippa Dworkin
480-754-3425                                                          5301 Legacy Dr.
Toll free: 1-800-258-DIAL (1-     D-Link Systems                      P.O. Box 869077 (75086-9077)
800-258-3425)                     53 Discovery Dr.                    Plano, TX 75024
Toll free:1-800-528-0849          Irvine, CA 92618                    972-673-7000                  949-788-0805                        Toll free: 1-800-527-7096
                                  Toll free: 1-800-326-1688           Fax: 972-673-7171
Diamond Multimedia
                                  Fax: 949-753-7033                   e-mail:
835 Sinclair Frontage Road
Milpitas, CA 95035

       Member of the Society of Consumer Affairs     Provided financial support for the publication
       Professionals International, see page 45.     of the Consumer Action Handbook.                 55
                          Corporate Consumer Contacts
 Dunkin Donuts of                    P.O. Box 4689                       Emery Worldwide
 America/Baskin                      Clearwater, FL 33758                (A CNF Company)
 Robbins                             727-395-6000                        One Lagoon Dr.
                                     Toll free: 1-800-325-3737           Redwood City, CA 94065
 Jack Shaefer
                                     TTY toll free: 1-800-760-4833       650-596-9600
 PO Box 317
                                     Fax: 727-395-7063                   Toll free: 1-800-227-1981
 Randolph, MA 02368
                                     e-mail:         Fax: 650-596-7983
 Dunlop Tire Corp.                   Eddie Bauer, Inc.                   Encore Marketing
                                     15010 Northeast 36th St.            International, Inc.
 Bob Pokrzyk
                                     Redmond, WA 98052                   Manager
 PO Box 1109
                                     425-755-6100                        4501 Forbes Blvd.
 Buffalo, NY 14240-1109
                                     Toll free: 1-800-426-6253           Lanham, MD 20706
                                     Fax: 425-882-6383                   301-459-8020
 Toll free: 1-800-548-4714
                                     e-mail:          Toll free: 1-800-638-0930
 Fax toll free: 1-800-253-6702
                                             Toll free: 1-800-444-9800
 e-mail:             Edmund Scientific Co.               (Customer Service)                                                      Fax: 301-731-0525
                                     101 East Gloucester Pike
 DuPont Co.                          Barrington, NJ 08007-1380
                                     856-547-3488                        Encyclopedia
 Barley Mill Plaza
                                     Toll free: 1-800-728-6999           Britannica, Inc.
 Reeves Mill Building
                                     Fax: 856-547-3292
 Wilmington, DE 19880-0010                                               Public Relations
 302-774-1000                        Eizo Nanao                          310 South Michigan Ave.
 Toll free: 1-800-441-7515           Technologies                        Chicago, IL 60604-4293                                                          312-347-7000
                                     5710 Warland Dr.
                                                                         Toll free: 1-800-747-8503 (prod-
 Duracell North America              Cypress, CA 90630
                                                                         uct information)
 (Division of Gillette, Inc.)        Toll free: 1-800-800-5202
                                                                         Fax: 312-347-7399
 Duracell Dr.                        Toll free: 1-800-416-3539 (fax
 Bethel, CT 06801                    on demand)
 203-796-4304                        Fax: 562-431-4811                   Epson
 Toll free: 1-800-551-2355                         3840 Kilroy Airport Way
 TTY toll free: 1-800-341-0654       Eli Lilly & Co.                     Long Beach, CA 90806
 Fax: 203-796-4565                                                       310-782-0770
                                     Lilly Corporate Center                                                        Toll free: 1-800-GO-EPSON
                                     Indianapolis, IN 46285
                E                    Toll free: 1-800-545-5979
                                                  The Equitable Co., Inc.
 Eastman Kodak Co.
                                     Elizabeth Arden, Inc.               Carolann Mathews
 Americas Call Center
                                                                         1290 Ave. of the Americas
 Operations                          Consumer Relations
                                                                         12th Floor
 343 State St.                       Department
                                                                         New York, NY 10104
 Rochester, NY 14650-3103            200 First Stamford Pl., 3rd Fl.
 716-724-4000                        Stamford, CT 06902
 Toll free: 1-800-242-2424           Toll free: 1-800-227-2445                           Ernest & Julio Gallo
 Eckerd Corporation                  E-Machines                          Winery
 See also: JCPenney                  1211 Alderwood Ave.                 Tedi Burris
 Cheryl Thonen                       Sunnyvale, CA 94089                 Consumer Relations
 Customer Service                    408-541-1720                        PO Box 1130
 8333 Bryan Dairy Road                                                   Modesto, CA 95353

56             Member of the Society of Consumer Affairs Professionals International, see page 45.
                            Corporate Consumer Contacts
Fax: 209-341-6600                  e-mail:         Florist Transworld                                Delivery Associates
Esprit de Corps                    Family Circle Magazine              (FTD)
900 Minnesota St.                  375 Lexington Ave.                  3113 Woodcreek Dr.
San Francisco, CA 94107-3000       New York, NY 10017-5514             Downers Grove, IL 60515
415-648-6900                       212-499-2000                        630-719-7800
Toll free: 1-800-4ESPRIT                 Toll free: 1-800-669-1000
Fax: 415-550-3960                                                      Flowers Industries, Inc.                     Farm Rich
                                   See: Rich-Seapak Corporation        Marta Turner
The Estee Lauder                                                       PO Box 1338, 1919 Flowers Cir.
Companies, Inc.                    Faultless Starch/Bon                Thomasville, GA 31757
Adair Sampogna                     Ami Co.                             912-226-9110
                                   Consumer Affairs Department         Fax: 912-226-1318
Consumer Communications
                                   1025 West Eighth St.      
767 Fifth Ave.
New York, NY 10153                 Kansas City, MO 64101-1200
                                                                       Forma Quality/Forma
646-602-7551 or 646-602-7552       816-842-1230
                                   Fax: 816-842-4328                   Scientific
Fax: 646-602-7553
                                              See: Thermo Forma
e-mail:                Federal Express Corp.               Fort James Corp.
                                   Glenn Pearson                       Ophelia Millon
The Eureka Co.
                                   PO Box 727, Department 1845         PO Box 6000
Rick Gremer
                                   Memphis, TN 38194-1845              Norwalk, CT 06856-6000
807 North Main St.
                                   901-369-3600                        203-854-2458
Bloomington, IL 61701
                                   Toll free: 1-800-238-5355           Toll free: 1-800-243-5384
Toll free: 1-800-282-2886 (war-    Fax: 901-911-1539                   Foster & Gallagher, Inc.
ranty center)                      e-mail:
                                                                       Cindy Faulkrier           
                                                                       6523 North Galena Road
                                   Federated Department                Peoria, IL 61632
                                   Stores                              309-691-4610 (Mon.-Fri., 8:30
National Consumer
                                                                       a.m.-5 p.m.) or 309-691-3633
Assistance Center                  Paula Coffey-Johnson
                                                                       (Mon.-Fri. after 5:15 p.m.)
PO Box 2002                        7 West Seventh St.
                                                                       Toll free: 1-800-447-0878
Allen, TX 75013                    Cincinnati, OH 45202
                                                                       Fax: 309-589-2017
Toll free: 1-888-397-3742          513-579-7000                   Fax: 513-579-7185                   The Franklin Mint
                                        U.S. Route One
                                   First Union National                Franklin Center, PA 19091
ExxonMobil Customer
Relations                          Bank
                                                                       Toll free: 1-800-523-7622
PO Box 1537                        1525 West W.T. Harris Blvd.
                                                                       Fax: 610-459-6040
Exton, PA 19341                    Charlotte, NC 28212
Toll free: 1-800-243-9966          Toll free: 1-800-733-3862                         Frigidaire Home
                                   Fisher-Price                        Products
              F                                                        PO Box 212378
                                   Consumer Affairs Manager
                                                                       Augusta, GA 30917
Farallon                           636 Girard Ave.
                                   East Aurora, NY 14052
Communications, Inc.               716-687-3000
                                                                       Toll free: 1-800-451-7007
Customer Service                                                       Fax: 614-792-4092
                                   Toll free: 1-800-432-5437
3089 Teagarden St.                                           
                                   TDD toll free: 1-800-382-7470
San Leandro, CA 94577              Fax: 716-687-3494

           Member of the Society of Consumer Affairs Professionals International, see page 45.         57
                             Corporate Consumer Contacts
 Frito-Lay                                          G                   Toll free: 1-800-635-6672
 Cathy Dial                                                             (Papers-imaging and Printing)
 Consumer Affairs                                             
                                    Galoob Toys, Inc.
 7701 Legacy Dr.
                                    Manager                             Georgia-Pacific Corp.
 Plano, TX 75024
                                    500 Forbes Blvd.                    2300 Windy Ridge Parkway
                                    South San Francisco, CA             Atlanta, GA 30339
 Toll free: 1-800-352-4477
                                    94080                               404-652-4000
 Fax: 972-334-5071
                                    415-508-2400                        Toll free: 1-800-BUILD-GP
                                    Toll free: 1-800-934-8697           (1-800-284-5347)
 Fruit of the Loom, Inc.            Fax: 650-952-7084         
 Consumer Services        
                                                                        Gerber Products Co.
 One Fruit of the Loom Dr.          General Electric Co.                Consumer Response
 Bowling Green, KY 42102-9015
                                    502-452-5783                        445 State St.
                                    For information on GE con-          Fremont, MI 49413
                                    sumer products and services,        231-928-2109
                                    call GE Answer Center® serv-        Toll free: 1-800-4-GERBER
                                    ice toll free: 1-800-626-2000       Fax: 231-928-2423
 Fuji Photo Film USA, Inc.          General Mills, Inc.                 Giant Food, Inc.
 Marianne Salibene
                                    PO Box 1113                         Odonna Mathews
 1100 King George Post
                                    Minneapolis, MN 55440-1113          PO Box 1804, Department 597
 Edison, NJ 08837
                                    Toll free: 1-800-336-9331           Washington, DC 20013
 Toll free: 1-800-800-FUJI (3854)
                                    (Bisquick); Toll free: 1-800-328-   301-341-4365
 Fax: 732-857-3487
                                    6787 (Betty Crocker); Toll free:    TDD: 301-341-4327
                                    1-800-328-1144 (cereals)            Fax: 301-618-4968
 Fujitsu Computer                   Toll free: 1-800-967-5248 
 Products of America                (Yoplait)
                                    Fax: 763-764-8330                   Gillette Co.
 2904 Orchard Parkway
                                          Ruth Cote
 San Jose, CA 95134
                                                                        PO Box 61
 408-432-6333                       General Motors                      Boston, MA 02199
 Toll free: 1-800-626-4686 (tech    Acceptance Corp.                    617-421-7000
                                    (GMAC)                              Toll free: 1-800-GILLETTE
 Fax: 408-894-1709
                                    GMAC Customer Relations             Fax: 617-463-3410
                                    PO Box 531000             
 Fuller Brush Co.                   Livonia, MI 48153
 Customer Service                   Toll free: 1-800-441-9234
                                    TDD toll free: 1-800-833-4622       Consumer Healthcare
 PO Box 1247
                                                Laurie Garvey,
 Great Bend, KS 67530-0729
                                                                        Consumer Healthcare
 Toll free: 1-800-523-3794
                                    The Generra Company                 PO Box 1467 (zip 15205)
                                    Alan Bobin                          Pittsburgh, PA 15230
 Fax: 620-793-4523
                                    3920 North 34th St. #300            412-928-1000
                                    Seattle, WA 98103                   Toll free: 1-800-245-1040
 FWB Software                       206-728-6888                        Fax: 412-928-5864
 2722 Gough St.                     Fax: 206-467-9326         
 San Francisco, CA 94123  
                                                                        The Glidden Co.
 Fax: 415-345-4358
                                    Georgia-Pacific Corp.               925 Euclid Ave.
                                    PO Box 105605                       Cleveland, OH 44115
                                    Atlanta, GA 30348-5605              216-344-8000
                                    Toll free: 1-800-Build GP           Toll free: 1-800-GLIDDEN
                                    (Consumer Response Center,          Fax: 216-344-8900
                                    Building Products)        

        Member of the Society of Consumer Affairs       Provided financial support for the publication
58      Professionals International, see page 45.       of the Consumer Action Handbook.
                            Corporate Consumer Contacts
Global Village                     e-mail: etimmons@gtcocal-            Hanes and Hanes Her
1377 Clint Moore Road                                 Way Underwear
Boca Raton, FL 33487                           (Division of Sara Lee Corp.)
561-997-6227                                                            Carol Tucker
                                   GTE Corp.
Toll free: 1-888-417-0555 (cur-                                         Consumer Services
                                   One Stanford Forum
rent versions of modems)                                                PO Box 3013 (Zip 27102)
                                   Stanford, CT 06904
Toll free: 1-800-336-2009 (cus-                                         or 475 Corporate Square Drive
                                   Toll free: 1-800-643-0997
tomer service)                                                          Winston-Salem, NC 27105
Fax: 561-523-2546                                                       Toll free: 1-800-994-4348
The Golden Grain Co.               Guess? Inc.                          Fax: 336-519-4226
                                   Gabby Rios                 
4576 Willow Road
                                   1444 South Alameda St.
Chicago, IL 60610                                                       Hanes Hosiery
                                   Los Angeles, CA 90021
Toll free: 1-800-421-2444                                               (Division of Sara Lee Corp.)
                                   213-765-3100                                                       Carol Brown
                                   Toll free: 1-800-394-8377
                                                                        PO Box 225
Goldstar (L.G.                     Fax: 213-744-0855
                                                                        401 Hanes Mill Rd
                                                                        Winston-Salem, NC 27105
PO Box 6126                        Guinness UDV                         Toll free: 1-800-342-7070
Huntsville, AL 35824                                                    Fax: 336-519-2154
                                   Six Landmark Square
                                   Stanford, CT 06901-2704
Toll free: 1-800-243-0000
Fax toll free: 1-800-448-4026                                           Hartz Mountain Corp.
                                   Toll free: 1-800-521-1591
                                                                        Nancy Moland
The Goodyear Tire &                Fax: 203-359-7209
                                                                        Consumer Relations
Rubber Co.               
                                                                        400 Plaza Dr.
1144 East Market St.                                                    Secaucus, NJ 07094
Akron, OH 44316
Toll free: 1-800-321-2136                                     
e-mail: consumer_rela-             H&R Block, Inc.                 4400 Main St.                        Hasbro, Inc.                   Kansas City, MO 64111-9986           Doreen Mars
                                   816-753-6900                         Consumer Affairs Department
Gordon’s Jewelers                  Toll free: 1-800-829-7733            PO Box 200
A Subsidiary of Zale               Fax: 816-932-1800                    Pawtucket, RI 02862
Corporation                                    Toll free: 1-800-242-7276
901 West Walnut Hill Lane                                               (Headquarters)
Irving, TX 75038-1003              Hain Celestial Group                 Toll free: 1-800-255-5516
972-580-4924                       16007 Camino de la Cantera           Fax: 401-431-8082
Fax: 972-580-5286                  Irwindall, CA 91706-7811             e-mail: Consumer_support
                                   Toll free: 1-800-265-6453  
Greyhound Lines, Inc.         
PO Box 660362
Dallas, TX 75266-0362              Hallmark Cards, Inc.                 Hearth Technologies,
214-849-8000                       Manager of Consumer Affairs
                                                                        Inc.                  PO Box 419580
                                                                        20802 Kensington Blvd.
                                   2501 McGee Avenue
GTCO Calcomp                                                            Lakevillle, MN 55044
                                   Kansas City, MO 64141-6580
Eric Timmons                       816-274-5111
                                                                        Fax: 952-985-6007
Digitizers & Scanners              Toll free: 1-800-425-6275
14555 North 82nd St.               Toll free: 1-800-425-5627
Scottsdale, AZ 85260                          Heinz Frozen Foods
480-948-6540                                                            PO Box 10
Toll free: 1-800-458-5888                                               Boise, ID 83707
Fax: 480-443-2254                                                       Toll free: 1-800-892-2401

          Member of the Society of Consumer Affairs Professionals International, see page 45.          59
                             Corporate Consumer Contacts
 Heinz U.S.A.                        Hilton Hotels Corp.                 Howard Johnson, Inc.
 PO Box 57, 357 6th Avenue           Bill Brooks                         3400 NW Grand Ave.
 Pittsburgh, PA 15222-2530           9336 Civic Center Dr.               Phoenix, AZ 85017
 412-237-5740                        Beverly Hills, CA 90210             602-264-9164
 Fax: 412-237-4230                   310-278-4321                        Fax: 602-264-7633                       Fax: 310-205-4437         
 Hershey Food Corp.                                                      Huffy Bicycle Co.
 Pamela Brightbill                   Home Depot, Inc.                    Consumer Relations
 100 Crystal A Dr.                   Steve Sapsford                      401 Pleasant Valley Dr.
 Hershey, PA 17033                   2455 Paces Ferry Road, NW           Springboro, OH 45060
 717-534-7622                        Atlanta, GA 30339                   Toll free: 1-800-872-2453
 Toll-free: 1-800-468-1714           770-433-8211                        Fax: 513-704-5980
 e-mail:             Toll free: 1-800-553-3199                     Fax: 770-384-3440
                                              Humana, Inc.
 Hertz Corp.                                                             500 West Main St.
 Customer Relations                  Home Shopping                       P.O. Box 1438
 225 Brae Blvd.                      Network                             Louisville, KY 40201-1438
 Park Ridge, NJ 07656                One HSN Dr.                         502-580-1000
 201-307-2000                        St. Petersburg, FL 33729            Toll free: 1-800-664-4140
 Toll free: 1-800-654-3131           727-872-1000              
 (reservations)                      Toll free: 1-800-284-3900
 Fax: 201-307-2928                                                       Hunt-Wesson, Inc.
                                                                                      See: Orville Redenbacher
                                     Hometouch Mortgage
 Hewlett-Packard Co.                                                     Hyatt Hotels & Resorts
                                     Daniel Thiel
 Francesca Rude                                                          John Roman
                                     333 W. Wacker Dr., Ste. 1410
 PO Box 10301                                                            200 West Madison St., 30th Fl.
                                     Chicago, IL 60606
 Palo Alto, CA 94303                                                     Chicago, IL 60606
 650-857-1501                                                            312-750-1234
                                     Toll free: 1-888-824-4663
 Fax: 650-813-3254                                                       Toll free: 1-800-228-3336
                                     Fax toll free: 1-877-325-4663
 e-mail:                                                                 Fax: 402-593-5151
                                     Hoover Co.                                         I
 Highfalls Brewing Co.,              Larry Calder
 Inc.                                101 East Maple                      IBM Computers
 445 St. Paul St.                    North Canton, OH 44720              1500 Riveredge Parkway
 Rochester, NY 14605                 330-499-9499                        Atlanta, GA 30328
 716-546-1030                        Toll free: 1-800-944-9200           919-517-2480 or 770-858-5980
 Toll free: 1-800-SAY-GENNY          Fax: 330-497-5065                   Toll free: 1-800-426-7763 (PC
 (1-800-729-4366)                                help center)
 Fax: 716-546-5011                                                       Toll free: 1-800-426-4968 (cus-                   Hormel Foods Co.                    tomer service)
                                     Rochelle Kroc                       Fax: 770-644-5530
 Hillshire Farm & Kahn’s             Consumer Affairs          
 Consumer Affairs - Sara Lee         One Hormel Place
 Corp.                               Austin, MN 55912-9989               IBM International
 3241 Spring Grove Ave.              507-437-5032                        Support Center
 PO Box 25111                        Toll free: 1-800-523-4635           1 New Orchard Road
 Cincinnati, OH 45225                Fax: 507-437-9852                   Armonk, NY 10504
 Toll free: 1-800-328-2426           e-mail:           914-499-1900
 Fax: 513-853-1626                               Toll free: 1-800-IBM-4YOU                                                   (1-800-426-4968)

60             Member of the Society of Consumer Affairs Professionals International, see page 45.
                            Corporate Consumer Contacts
TDD/TTY toll free: 1-800-426-      J.P. Morgan Chase and               Jiffy Lube International,
4832                               Company                             Inc.
e-mail:        270 Park Ave.                       Ken Williams                        New York, NY 10017                  PO Box 4458
Improvements                       212-270-6000                        Houston, TX 77210
23297 Commerce Park
                                                                       Toll free: 1-800-344-6933
Beachwood, OH 44122                Jackson & Perkins                   Fax: 713-546-8366
Toll free: 1-800-642-2112 (cus-    Nursery Stock
tomer service)                                                         Jockey International,
Fax: 513-704-5980                                                      Inc.
                                   2518 South Pacific Highway
                                   Medford, OR 97501                   2300 60th St.
Inglenook Vinyards                 Toll free: 1-800-872-7673           P.O. Box 1417 (53141-1417)
Consumer Relations                 Fax toll free: 1-800-242-0329       Kenosha, WI 53140
12667 Road 24                       262-658-8111
Madera, CA 93639                                                       Fax: 262-658-1812
                                   Jameson Hospitality, LLC  
Toll free: 1-800-726-4422
                                   Tony Maness, Jameson Inns &                                                      John Hancock Mutual
                                   Signature Inns
Intel                              8 Perimetse Center East             Insurance Co.
1900 Prairie City Road             Suite 8050                          PO Box 111
Folsom, CA 95630                   Atlanta, GA 30346                   Boston, MA 02117
916-377-7000 (switchboard)         770-901-9020                        617-572-6385
916-356-8080                       Fax: 770-901-9550                   Toll free: 1-800-732-5543
Toll free: 1-800-628-8686 (tech-                 TDD toll free: 1-800-832-5282
nical support and information)                                         Fax: 617-572-8707
                                   JCPenney Co., Inc.
Fax: 1-800-525-3019 (fax back);                              
                                   See Also: Eckerd Corporation
                                   Joan McComb                         Johnny Appleseed’s,
                                   PO Box 10001                        Inc.
Iomega                             Dallas, TX 75301-7303               30 Tozar Road
1821 West Iomega Way               972-431-1000                        Beverly, MA 01915
Roy, UT 84067                      Fax: 972-431-9140                   978-922-2040
801-778-1000 (headquarters)                    Toll free: 1-800-767-6666
801-778-5875 (technical sup-       Jenn Air-Maytag                     Fax toll free: 1-800-755-7557
port, 8 a.m. – 12 p.m. MST)
                                   Appliance Sales                     Johns-Manville
Toll free: 1-800-450-5522          Company                             Corporation
Toll free: 1-888-4-IOMEGA          240 Edwards St.                     PO Box 5108
(1-888-446-6342)                   Cleveland, TN 37311                 Denver, CO 80217-5108
Fax: 801-779-5632                  Toll free: 1-800-688-1100           303-978-2000                     TDD toll free: 1-800-688-2080       Toll free: 1-800-654-3103
                                              Fax: 303-978-2318 (product
              J                                                        information)
                                   Jenny Craig
J. Baker, Inc.                     11355 North Torrey Pines Road       Johnson & Johnson
Mark Beaudouin                     LaJolla, CA 92037                   Consumer Products,
555 Turnpike Street                858-812-7000
Canton, MA 02021                                                       Inc.
                                   Fax: 858-812-2700                   199 Grandview Road
Fax: 781-821-0614                                                      Skillman, NJ 08558

           Member of the Society of Consumer Affairs Professionals International, see page 45.         61
                             Corporate Consumer Contacts
 Johnson Publishing Co.,             Consumer Services                   Fax: 301-777-6008
 Inc.                                PO Box 3013 (Zip 27102)   
 Martha Davis                        475 Corporate Square Drive
                                     Winston-Salem, NC 27105             Kemper Insurance
 820 South Michigan Ave.
                                     Toll free:1-888-567-3487 or         Companies
 Chicago, IL 60605
                                     1-800-994-4348                      Nancy Brebner
 312-322-9200 (written com-
                                     Fax: 336-519-4226                   1 Kemper Dr., 11-SE
 plaints only)
                                                                         Long Grove, IL 60049                       JVC Company of                      847-320-3237
 Jordache Enterprises,               America                             Toll free: 1-800-833-0355
 Inc.                                Michael Colicchio         
 1400 Broadway                       Customer Relations
                                     1700 Valley Road                    Kenner
 New York, NY 10018
                                     Wayne, NJ 07494                     See: Hasbro, Inc.
 212-944-1330                    973-315-5000                        Kensington Technology
                                     Toll free: 1-800-252-5722
 Joseph E. Seagram &                                                     Group
                                     Fax: 973-315-5042
                                                                         2855 Campus Dr.
 Sons, Inc.                          e-mail: customerrelation
                                                                         San Mateo, CA 94403
 Lanor Keitt               
 3 Gannett Dr.             
                                                                         Toll free: 1-800-535-4242
 White Plains, NY 10604
                                                   K                     Fax: 650-572-9675
 Fax: 212-572-1264
 e-mail: consumer_relations          Kawasaki Motor Corp.,               Keytronic Corporation                       U.S.A.                              PO Box 14687
                                     PO Box 25252                        Spokane, WA 99214
                                     Santa Ana, CA 92799-5252            509-928-8000
 148 E. Broadway
                                     949-770-0400                        Toll free: 1-800-262-6006 (tech-
 Owatonna, MN 55060
                                     Fax: 949-460-5629                   nical support and sales)
                                               Fax: 509-927-5224
 Toll free: 1-800-854-7464
                                                                                    Keebler Company
                                     Consumer Affairs                    Kimberly-Clark
 Just Born, Inc
                                     PO Box 1, Hallow Tree Lane          Corporation
 Donna Burkit
                                     Elmhurst, IL 60126                  Cindy Van Grinsven
 1300 Stefko Blvd.
                                     630-833-2900                        401 North Lake
 Bethlehem, PA 18017
                                     Fax: 630-833-6961                   Neenah, WI 54956
 Toll free: 1-800-445-5787
                                                                         Toll free: 1-800-544-1847
 Fax toll free: 1-800-543-4981       Kellogg Company                     Fax: 920-721-4766
 e-mail:        Consumer Affairs                      PO Box CAMB
 Just My Size Clothing
                                     Battle Creek, MI 49016-1986         Kinetico Incorporated
                                     616-961-2000                        10845 Kinsman Road
 Co.                                 Toll free: 1-800-962-1413           PO Box 193
 (Division of Sara Lee Corp.)        Toll free: 1-800-962-1516           Newbury, OH 44065
 Carol Brown                         Fax: 616-961-9033                   440-564-9111
 PO Box 1938, 401 Hanes Mill Rd.     e-mail:         Toll free: 1-800-944-WATER
 Winston-Salem, NC 27105                       Fax: 440-564-9541
 Toll free: 1-888-567-3487
                                                                         e-mail:                         Kelly Springfield Tire    
 Just My Size Panties
                                     12501 Willow Brook Road, SE
 (Division of Sara Lee Corp.)
                                     Cumberland, MD 21502-2599
 Carol Tucker

62             Member of the Society of Consumer Affairs Professionals International, see page 45.
                            Corporate Consumer Contacts
The Kirby Company                  Kyocera Optics, Inc.                L’eggs Products
Shirley Rieker                     2301-200 Cottontail Lane            (Division of Sara Lee Corp.)
Consumer Relations                 Somerset, NJ 08873                  Carol Brown
1920 West 114th St.                732-560-0060                        PO Box 450
Cleveland, OH 44212                Toll free: 1-800-526-0266           401 Hanes Mill Rd.
216-228-2400 or 216-228-2403       Fax: 732-560-9221                   Winston-Salem, NC 27105
Toll free: 1-800-494-8586                     Toll free: 1-800-925-3447
Fax: 216-529-6164                                                      Fax: 336-519-2154
e-mail:                                           L                                Land O’Lakes, Inc.                  LEGO Systems, Inc.
                                                                       Lois B. Ritchotte,
                                   Carolyn Patten
Kmart Corp.                                                            Consumer Affairs
                                   PO Box 64101
Frank Jones                                                            555 Taylor Rd., PO Box 1600
                                   St. Paul, MN 55164-0101
3100 West Big Beaver Rd.                                               Enfield, CT 06083-1600
Troy, MI 48084                                                         Toll free: 1-800-422-5346
                                   Toll free: 1-800-328-4155
248-643-1000                                                           Fax: 860-763-7754
                                   Fax: 651-481-2959
Toll free: 1-800-635-6278                                    
Fax: 248-614-1970
                                           Leichtung Workshops,
Kohl’s Corp.                       Land’s End                          Inc.
Customer Service                                                       1108 N. Glen Road
                                   Consumer Service
N. 56 W, 17000 Ridgewood Dr.                                           Casper, WY 82601
                                   PO Box 64101
Menomonee Falls, WI 53051                                              Toll free: 1-800-321-6840
                                   Dodgeville, WI 53595
262-703-7000                                                           Fax toll free: 1-800-853-9663
Toll free: 1-800-694-2647                                    
                                   Toll free: 1-800-332-4700
Fax: 262-703-6198
                                   Toll free: 1-800-356-4444           Lennox Industries, Inc.
                                   TDD/TTY toll free: 1-800-541-       Bob Schjerven
                                   3459                                PO Box 799900
                                   Fax: 608-935-6254                   Dallas, TX 75379-9900
Kohler Co.                         e-mail:                             972-497-5000
Alan Wilson                              Fax: 972-497-5299
444 Highland Dr., Mail Stop 10          
Kohler, WI 53044                   Lane Furniture
920-457-4441                                                           Lever Brothers Co.
                                   Bill West                           Consumer Services
Toll free: 1-800-456-4537
                                   PO Box 151                          800 Sylvan Ave.
Fax: 920-459-1611
                                   Tupelo, MS 38802                    Englewood Cliffs, NJ 07632
Kraft Foods, Inc.                  662-566-3592                        Toll free: 1-800-598-1223
Tamara J. Hartweg                  Fax: 662-566-3187                   Toll free: 1-800-598-5005
1 Kraft Court                 
Glenview, IL 60025                 La-Z-Boy, Inc.
Toll free: 1-800-323-0768                                              Levi Strauss & Co.
                                   Cynthia Larkins                     1155 Battery St.
Fax: 847-646-7853
                                   1284 North Telegraph Road           San Francisco, CA 94111
                                   Monroe, MI 48162-3309               Toll free: 1-800-USA-LEVI
Kroger Co.                         734-242-1444              
Judy Holland                       e-mail:
1014 Vine St.                                Levolor Window Fashion
Cincinnati, OH 45202                                                   4110 Premier Dr.
                                   Lee Jeans                           High Point, NC 27265
                                   9001 West 67th St.                  336-812-8181
Toll free: 1-800-632-6900
                                   Merriam, KS 66202                   Toll free: 1-800-LEVOLOR

           Member of the Society of Consumer Affairs Professionals International, see page 45.         63
                           Corporate Consumer Contacts
 Lexmark International              207-865-4761                                       M
 740 New Circle Rd., Bldg. 004-2    Toll free: 1-800-341-4341
 Lexington, KY 40550                TDD toll free: 1-800-545-0090
                                                                         Macromedia, Inc.
                                                 600 Townsend St.
 Fax: 606-232-2873
                                                                         San Francisco, CA 94103
                                    Long John Silver’s                   415-252-2000 (general office)
 Liberty Mutual                     Restaurants, Inc.                    415-252-9080 (technical support)
 Insurance Group                    Kevin Armstrong,                     Toll free: 1-800-470-7211
 Krista Young                       PO Box 11988                         Fax: 415-703-0924
 175 Berkeley St.                   101 Yorkshire Blvd.        
 Boston, MA 02117-0140              Lexington, KY 40579-1988             Macy’s East
 617-357-9500                       859-543-6000
                                                                         Customer Service
 Toll free: 1-800-344-0197, ext.
                                                                         151 West 34th St.
 41015                                                                   New York, NY 10001
                                    The Longaberger
 Fax: 617-574-6688                                                       212-695-4400
 e-mail: PresidentialSvcTeam        Company
                                    Customer Satisfaction                Toll free: 1-800-526-1202                                                          1500 East Main St.
                                    Newark, OH 43055                     Macy’s West
 Lillian Vernon Corp.               Toll free: 1-800-966-0374            50 O’Farrell St.
 2600 International Parkway         740-321-3770                         San Francisco, CA 94102
 Virginia Beach, VA 23452           Fax: 740-321-3737                    Toll free: 1-800-877-2655
 757-430-1500                       e-mail:
 Toll free: 1-800-285-5555
 (orders); Toll free: 1-800-505-    L’Oreal Cosmetics                    Magic Chef-Maytag
 2250 (customer service)            Division of Cosmair, Inc.            Appliance Sales
 TDD/TTY toll free: 1-800-285-      PO Box 98
                                    Westfield, NJ 07091-9987
 5536                                                                    240 Edwards St.
 Fax: 757-430-1010                  Toll free: 1-800-332-2036
                                    Toll free: 1-800-631-7358            Cleveland, TN 37311
 e-mail:                                              Toll free: 1-800-688-1120              (L’Oreal Hair)
                                    Fax: 732-499-2599                    TDD toll free: 1-800-688-2080
 The Limited, Inc.                                                       Mannington Mills, Inc.
 Vice President                     Los Angeles Times
                                    202 W. First St.                     Consumer Affairs Department
 Three Limited Parkway                                                   PO Box 30
 Columbus, OH 43230                 Los Angeles, CA 90012
                                    213-237-5000                         Salem, NJ 08079
 614-415-7000                                                            856-935-3000, ext. 5864          
                                                                         Toll free: 1-800-356-6787
 Lincoln Electric Co.               Lotus Development                    Fax: 856-339-6099
 John Sichko                        Corp.                      
 Machine and Consumables            55 Cambridge Parkway                 Marine Midland Bank,
 22801 St. Claire Ave.              Cambridge, MA 02142
 Cleveland, OH 44117
                                    Toll free in MA: 1-800-205-9933      95 Washington St.
                                    Toll free: 1-800-223-0303 (train-    Atrium 3 North
 Toll free: 1-800-833-7353
                                    ing/resellers only); Toll free: 1-   Buffalo, NY 14273
 Fax: 216-481-2309
                                    800-988-2500 (technical sup-         716-841-1000
 e-mail: john.sichko@lincoln-
                                    port); Toll free: 1-800-346-3508     Fax: 716-841-2547            (customer support); Toll free:       Marriott Corporation
                                    1-800-356-9866 (in Canada)           One Marriott Dr.
 L.L. Bean, Inc.                                  Washington, DC 20058
 Casco St.
 Freeport, ME 04033-0001

64            Member of the Society of Consumer Affairs Professionals International, see page 45.
                            Corporate Consumer Contacts
Toll free: 1-800-535-4028 (guest    Maxis                               McCrory Stores, Inc.
relations)                          2121 N. California Blvd., #600      Gregory Pepple                    Walnut Creek, CA 94596              12 West Market St.
                                    925-933-5630                        York, PA 17405-7036
Massachusetts Mutual
                                    Toll free: 1-800-245-4525           717-699-4000
Insurance Co.                       Fax: 925-927-3736                   Fax: 717-699-4194
Brad Hoffman                                     e-mail:
Customer Relations
1295 State St.                      Maxtor                              McDonald’s Corp.
Springfield, MA 01111               2191 Zanker Road                    Beth Vickers
413-744-6165 or 413-744-3143        San Jose, CA 95131                  Kroc Dr.
Toll free: 1-800-487-7844           303-678-2041 (customer service)     Oak Brook, IL 60523
Toll free: 1-800-767-1000           Toll free: 1-800-262-9867           630-623-6198
Fax: 413-744-8545                   Fax: 408-922-2085         
e-mail: bhoffman@massmutu-                                                                  McGraw-Hill, Inc.                  May Department Stores               Customer Service Manager
                                    Co.                                 1221 Ave. of the Americas
MasterCard                          James Harner, Customer              New York, NY 10020
International                       Service & Store Operations          212-904-2000
(contact issuing bank)              611 Olive St.                       Toll free: 1-800-262-4729
PO Box 28468-0968                   St. Louis, MO 63101                 Fax: 614-759-3641
St. Louis, MO 63146-0968            314-342-6300              
Toll free: 1-800-826-2181 (lost     Fax: 314-342-3038
or stolen or questions about
                                                                        Consumer Affairs (8066)
the MasterCard system)
Toll free: 1-800-300-3069           Maybelline, Inc.                    701 S. 12th St., 3rd Fl.
                                    Division of Cosmair, Inc.           Arlington, VA 22202
Fax: 314-542-3724
                                    PO Box 1010                         Toll free: 1-800-677-6580
                                    Clark, NJ 07066-1010      
Matsushita Services Co.             Toll free: 1-800-944-0730
                                                                        McKee Foods Corp.
of America
                                    Mayflower Transit, Inc.             PO Box 750
1 Panasonic Way
                                    PO Box 26150                        Collegedale, TN 37315
Secaucus, NJ 07094
                                    Fenton, MO 63026-1350               Toll free: 1-800-522-4499
                                    636-326-3100                        Fax: 423-238-7150
Toll free: 1-800-211-7262
                                    Toll free: 1-800-428-1234 
Mattel, Inc.              
                                                                        McKesson Water
Brian Beitler
                                    Maytag Appliance Sales              Products Co.
333 Continental Boulevard
El Segundo, CA 90245-5012           Company                             Mike Lindop Riley
                                    240 Edwards St.                     3280 East Foothill Blvd., #400
                                    Cleveland, TN 37311                 Pasadena, CA 91109
Toll free: 1-800-524-TOYS (8697)
                                    Toll free: 1-800-688-9900           818-585-1000
Fax: 310-252-4190
                                    TDD toll free: 1-800-688-2080       Toll free: 1-800-4WATERS
                                                Fax: 818-585-8553
Maxicare Health Plans,
                                    McCormick & Co., Inc.               Medco Health Solutions
                                    Fran Sachs                          Inc.
1149 South Broadway
                                    211 Schilling Circle                Jeff Simek, Public Affairs
Los Angeles, CA 90015
                                    Hunt Valley, MD 21031               100 Parsons Pond Dr.
                                    410-527-6541                        Franklin Lakes, NJ 07417
Toll free: 1-800-234-6294 (mem-
                                    Toll free: 1-800-632-5847           201-269-3400
ber services only)
                                    Fax: 410-527-6005         
Fax: 213-365-3499

           Member of the Society of Consumer Affairs Professionals International, see page 45.           65
                             Corporate Consumer Contacts
 Mercruiser                         Metropolitan Life                    The Milnot Company
 3003 North Perkins Road            Insurance Company                    Jean Sellberg
 Stillwater, OK 74075               Betsy Griffin, Corporate             100 South Fourth St.
 405-377-1200                       Consumer Relations                   St. Louis, MO 63102
 Fax: 405-743-6560                  500 Schoolhouse Road                 314-655-2100
                                    Jamestown, PA 15904                  Toll free: 1-877-MILNOT1
 Melitta USA, Inc.                                                       Toll free: 1-877- BEECH-NUT
 Yvette Harris                                                           Fax: 314-655-2201
                                    Toll free: 1-800-638-5000
 13925 58th St., North                                         
                                    Fax: 814-269-8022
 Clearwater, FL 34624
 727-535-2111                                                            Milton Bradley
 Toll free: 1-888-635-4882                                               See: Hasbro, Inc.
 Fax: 727-530-7870                  Michelin North America,
                                                                         Milton Bradley Co.
 Mellon Financial Corp.             Inc.
                                                                         Consumer Affairs Department
                                    PO Box 19001
 Paul Beideman                                                           PO Box 1247
                                    Greenville, SC 29602
 1 Mellon Bank Center, Rm. 5135                                          Pawtucket, RI 02862
                                    Toll free: 1-800-847-3435
 Pittsburgh, PA 15258-0001                                               401-431-8697 (headquarters)
 412-234-8552                                                            413-525-6411
 Fax: 412-236-1818                  Michigan Bulb Co.                    Toll free: 1-888-836-7025
                                    John Milian                          Fax: 401-431-8082
 The Mentholatum Co.,                                                    e-mail: consumer_support
                                    1950 Waldorf, NW
                                    Grand Rapids, MI 49550
 Consumer Affairs                                              
                                    Fax: 616-735-2628                    Minolta Corp.
 707 Sterling Dr.
 Orchard Park, NY 14127             Microsoft Corp.                      Consumer Products Group
 716-677-2500                       One Microsoft Way                    101 Williams Dr.
 Toll free: 1-800-688-7660          Redmond, WA 98052-6399               Ramsey, NJ 07446
 Fax: 716-677-9531                  425-882-8080 or 206-635-7000         201-825-4000                (Windows 95 Support)       
 Mercury Marine
 PO Box 1939                        Mid-Michigan Surgical                Williams
 Fond Du Lac, WI 54936-1939         Supply                               10 Mountain View Rd.
 920-929-5040                       595 North Ave.                       Upper Saddle River, NJ 07458-
 Fax: 920-929-5893                  Battle Creek, MI 49017               1934              616-962-9541                         Toll free: 1-800-526-0495
                                    Toll free: 1-800-445-5820            Fax: 201-818-7605
 Merrill Lynch, Pierce,                                        
                                    Fax: 616-926-9650
 Fenner & Smith
 Jan Shaffer                        Midas International                  Mitsubishi Electronics
 PO Box 9084                        Corp.                                America, Inc.
 Princeton, NJ 08543-9084           Jim Crum                             9351 Jeronimo Road
 609-282-6920                       1300 Arlington Heights Rd.           Irvine, CA 92618
                                    Itasca, IL 60143                     Toll free: 1-800-332-2119
 Mervyn’s                                                                Fax: 949-465-6147
                                    Toll free: 1-800-621-0144
 Colleen Dahle-Hong                                            
                                    Fax toll free: 1-800-450-2207
 22301 Industrial Blvd.
 Hayward, CA 94541                  Miles Kimball Co.                    M&M/Mars, Inc.
 510-727-5208                         Mary Courtois                     Lesley Verdi
                                      41 West 8th Ave.                  800 High St.
                                      Oshkosh, WI 54906-0002            Hackettstown, NJ 07840
                                      920-231-1992                      908-852-1000
                                      TDD: 920-231-5506                 Toll free: 1-800-222-0293
                                      Fax: 920-231-6915
         Member of the Society of Consumer Affairs      Provided financial support for the publication
66       Professionals International, see page 45.      of the Consumer Action Handbook.
                            Corporate Consumer Contacts
e-mail:                            312-807-2693                        Minneapolis, MN 55435              Fax: 312-807-2899                   612-893-6480                                   Toll free: 1-800-468-3334
                                                                       Fax: 612-830-2936
Mobil                              Motts, Inc.                         e-mail:
ExxonMobil Customer                PO Box 3800
Relations                          Stanford, CT 06905                  Natonal Fuel Gas
436 Creamery Way, Suite 300        203-968-7500                        Company
Exton, PA 19341                    Toll free: 1-800-426-4891           Quality Assurance Dept.
Toll free: 1-800-243-9966                       10 Lafayette Square                                                     Buffalo, NY 14203
                                   Movado Group, Inc.
                                                                       Toll free: 1-800-453-3513
Mobil Oil Credit Corp.             650 From Road
                                                                       Fax: 716-857-7061
R.D. Bahr                          Paramus, NJ 07071
11300 Corporate Ave.               201-460-4800
Lenexa, KS 66219-1385              Fax: 201-460-3832                   NBC
Toll free: 1-800-344-4355 (for Vizio            30 Rockefeller Plaza
                                   watches)                            New York, NY 10112
Monet Group Inc.
Crystal Brand Jewelry              Mutual of Omaha
Group                              Insurance Co.                       NCE Computer Group
3400 Pawtucket Ave.                Steve Laune, Customer Service       1975 Friendship Dr., Suite C
East Providence, RI 02860          Mutual of Omaha Plaza               El Cajon, CA 92020
401-434-4500                       Omaha, NE 68175                     619-212-3000
                                   402-351-5625                        Toll free: 1-800-458-0300
The Mony Group                     Toll free: 1-800-775-6000
1740 Broadway                      Fax: 402-351-3768                   Near East Food
New York, NY 10019                 e-mail: elizabeth.powell            Products
212-708-2000                               (Division of Quaker Oats)
Toll free: 1-800-487-6669               321 N. Clark St.
(D.I./Life/Medical)                                                    Chicago, IL 60610                                     N                     312-222-7111
Monsanto Co.
800 North Lindbergh Blvd.
                                   Nabisco Foods Group                 Neiman-Marcus
St. Louis, MO 63167                Sandra Lowe, Consumer &             Customer Relations
314-694-1000                       Scientific Affairs                  PO BOX 650589                   100 DeForest Ave.                   Dallas, TX 75265-0589
                                   East Hanover, NJ 07936              214-761-2660
Montgomery Ward                    Toll free: 1-800-NABISCO            Toll free: 1-800-685-6695
Customer Service                   Fax: 973-503-2202                   Toll free: 1-888-888-4757
535 West Chicago Ave.                    Fax: 214-761-2650
Chicago, IL 60671                                            
                                   National Amusements,
Fax: 312-467-2175                  Inc.                                Nestle USA
                                   William Towey                       Consumer Services Center
Morgan Stanley, Dean               200 Elm St.                         800 North Brand Blvd.
Witter, Discover & Co.             Dedham, MA 02026                    Glendale, CA 91203
1585 Broadway                      781-461-1600                        Toll free: 1-800-225-2270
New York, NY 10036                 Fax: 781-326-6899                   Fax: 818-549-6330
Toll free: 1-800-733-2307
                                   National Car Rental                 Netopia, Inc.
Morton International               System, Inc.                        2470 Mariner Square Loop
123 North Wacker Dr.               Regina Barr                         Alameda, CA 94501
Chicago, IL 60606                  7700 France Ave., South             510-814-5100

          Member of the Society of Consumer Affairs Professionals International, see page 45.         67
                           Corporate Consumer Contacts
 Fax: 510-814-5020                 Newsweek, Inc.                      Stanford, CT 06912-0015                   PO Box 59967                        Toll free: 1-888-466-7352
                                   Boulder, CO 80322                   Toll free: 1-800-243-7884
 Neutrogena Corp.                                                      Fax: 203-975-1812
                                   Toll free: 1-800-631-1040 (sub-
 Consumer Information Center                                 
                                   scriber service)
 5760 West 96th St.
                                   Fax: 201-335-5971
 Los Angeles, CA 90045                                                 Northwest Airlines
 Toll free: 1-800-582-4048                                             C6590, 5101 Northwest Dr.
 Fax: 310-337-5564                 Nexxus Products Co.                 St. Paul, MN 55111-3034                PO Box 1274                         612-726-2046
                                   Santa Barbara, CA 93116-9976        Toll free: 1-800-225-2525
 Nevada Bell                                                           TDD toll free: 1-800-328-2298
 645 East Plumb Lane                                                   (reservations)
                                   Toll free: 1-800-444-6399
 Reno, NV 89502                                              
                                   Fax: 805-968-6540
 Fax: 775-333-2364                                                     Northwestern Mutual
                                   Niagara Mohawk Power                Life Insurance Co.
 The New England
                                   Corp.                               Director of Public Relations
 John G. Small
                                   Linda A. Zimmerman                  720 East Wisconsin Ave.
 501 Boylston St.
                                   Dey’s Centennial Plaza 4th Fl.      Milwaukee, WI 53202
 Boston, MA 02116
                                   PO Box 5300                         414-665-7179
                                   Syracuse, NY 13250-5300             Fax: 414-299-2463
 Fax: 617-578-5511
                                   Fax: 315-460-7009
                                                                       Norwegian Cruise Line
 New York Life Insurance           e-mail: zimmermanl@nia-
                                                                       Alice Cain-Moore
                                                                       7665 Corporate Center Dr.
 Marc Schindelheim       
                                                                       Miami, FL 33126
 Corporate Compliance              Nike, Inc.                          305-436-4000
 Department                                                            Toll free: 1-800-327-7030
                                   Nike/World Campus
 51 Madison Ave., Rm. 1111
                                   1 Bowerman Drive
 New York, NY 10010                                                    Novartis Consumer
                                   Beaverton, OR 97005-6453
 212-576-8181                                                          Health, Inc.
 Fax: 212-447-4131                                                     560 Morris Ave., Building F
                                   Toll free: 1-800-344-6453
                                                 Summit, NJ 07901-1312
 New York Magazine
                                                                       Toll free: 1-800-452-0051 (Over-
 (Division of Pre-Media)           Nine West Group, Inc.               the-counter products)
 444 Madison Ave.
                                   Customer Relations                  Fax: 908-598-7583
 New York, NY 10022
                                   9 West Plaza              
                                   1129 Westchester Avenue                                                    Novartis
                                   White Plains, NY 10604-3529
 New York Times Co.                914-640-6400                        Pharmaceuticals
                                   Toll free: 1-800-260-2227 (cus-     59 Route 10
 Steph Jespersen
                                   tomer service)                      East Hanover, NJ 07936
 Advertising Acceptability
                                   Fax: 914-640-6069                   Toll free: 1-800-742-2422
 229 West 43rd St.
 New York, NY 10036
 212-556-7173                      Norelco Consumer                    Novell, Inc.
 Newport News, Inc.                Products Co.                        1555 North Technology Way
                                   (Division of Philips                Orem, UT 84097
 George Ittner
                                   Electronics North America           Toll free: 1-800-638-9273
 5000 City Line Road
                                   Corp.)                              Toll free: 1-800-858-4000 (Tech
 Hampton, VA 23661
                                   Julie Brown                         Support)
                                   1010 Washington Blvd.               Fax: 801-228-5176
 Fax: 757-825-4106
                                   PO Box 120015

        Member of the Society of Consumer Affairs      Provided financial support for the publication
68      Professionals International, see page 45.      of the Consumer Action Handbook.
                            Corporate Consumer Contacts
Nu Tone, Inc.                      Ontrack Computer                     Pacific Bell
Joe Falco                          Systems                              Jerry Flynn, Regulatory &
4820 Redbank Road                  9023 Colombine Road                  Executive Customer Relations
Cincinnati, OH 45227               Eden Prairie, MN 55347               140 New Montgomery St.
513-527-5231                       612-937-2121                         San Francisco, CA 94015
Fax: 513-527-5122                                                       Toll free in CA: 1-800-791-6661
e-mail:             Orkin                                Toll free: 1-800-697-6500                     Jack McKenzie
                                   2170 Piedmont Road, NE               PaineWebber, Inc.
The NutraSweet/Equal               Atlanta, GA 30324                    Client Relations
Co.                                404-329-7400                         1000 Harbor Blvd., 7th Floor
PO Box 2986                        Toll free: 1-800-346-7546            Weehawken, NJ 07087
Chicago, IL 60654-0986             Fax: 404-633-2315                    201-352-4936
Toll free: 1-800-323-5316                        Toll free: 1-800-354-9103
(Equal)                                                                 Fax: 201-902-5795;                     Orville Redenbacher
                                   PO Box 4800                          Paper Direct, Inc.
                                   Fullerton, CA 92834                  See: Current, Inc.
              O                    714-680-1431
                                                                        Paramount Cards, Inc.
                                   OSCO Drugs                           Customer Service
Ocean Spray                        (Subsidiary of American              400 Pine St.
Cranberries, Inc.                  Stores)                              Pawtucket, RI 02860
One Ocean Spray Dr.                PO Box 27447                         401-726-0800
Lakeville-Middleboro, MA           Salt Lake City, UT 84127-0447        Toll free: 1-800-343-2239
02349                              801-961-5600                         Fax: 401-726-0920
Toll free: 1-800-662-3263          Toll free: 1-800-541-2863            e-mail: paramount_cards
Fax: 508-923-0036                  Fax: 801-531-0768                                                      
                                   Outboard Marine Corp.
Okidata                            Henry Hegel                          Parker Brothers
Toll free: 1-800-OKIDATA (1-       100 Sea Horse Dr.                    See: Hasbro, Inc.
800-654-3282; 24 hours a day, 7    Waukegan, IL 60085
days a week)                                                            Pella Corp.
                                                                        102 Main St.
                                   Fax: 847-689-5489
Olan Mills, Inc.         
                                                                        Pella, IA 50219
Kim Harris                                                              641-628-1000
4325 Amnicola Highway              Owens Corning World                  Fax: 515-628-6070
PO Box 23456                       Headquarters
Chattanooga, TN 37422-3456                                              Pennzoil-Quaker State
                                   One Owens Corning Parkway
423-622-5141                                                            Company
                                   Toledo, OH 43659-0001
Toll free: 1-800-251-6320                                               Consumer Information
Fax: 423-499-3864                                                       PO Box 2967
e-mail:                                                Houston, TX 77252-2967                                 P                     713-546-4000
                                                                        Toll free: 1-800-990-9811
Olympus America                                                         Fax: 713-546-4325
Barbara Abe                        Pac-Fab, Inc.              
2 Corporate Center Dr.             Hugh D. Smith
Melville, NY 11747                 1620 Hawkins Ave.                    Pepsi-Cola Co.
516-844-5000                       Sanford, NC 27330                    Christine Jones
Toll free: 1-800-622-6372          919-774-4151 or 919-775-4206         1 Pepsi Way
Fax: 516-844-5262                  Fax: 919-775-1127                    Somers, NY 10589-2201
                                                Toll free: 1-800-433-2652
                                                                        Fax: 914-767-6177

          Member of the Society of Consumer Affairs Professionals International, see page 45.          69
                             Corporate Consumer Contacts
 Perdue Farms                      Philip Morris USA                   Pirelli Tire Corporation
 Stephanie Burton                  Nancy Zimbalist                     Manager
 PO Box 1537                       Consumer Affairs                    300 George St.
 Salisbury, MD 21802               120 Park Ave.                       New Haven, CT 06511
 410-543-3000                      New York, NY 10017                  203-784-2200
 Toll free: 1-800-473-7383         917-663-2883                        Fax: 203-784-2408                    Toll free: 1-800-343-0975
                                   Fax: 917-663-5362                   Playskool
 The Perrier Group                       See: Hasbro, Inc.
 David Muscato
 777 West Putnam Ave.              Philips Consumer                    Playskool
 Greenwich, CT 06830               Electronic North                    (Division of Hasbro)*
 203-531-4100                                                          Consumer Affairs Department
 Fax: 203-863-0256                                                     PO Box 200
                                   Reinier Gratama
                                                                       Pawtucket, RI 02862
 Pfizer Consumer Group             64 Perimeter Center East
                                                                       Toll free: 1-800-242-7276
                                   PO Box 467300
 Chip Horner                                                           (Headquarters)
                                   Atlanta, GA 31146-7300
 182 Tabor Road                                                        Toll free: 1-800-752-9755
                                   Toll free: 1-800-531-0039
 Morris Plains, NJ 07950                                               (Consumer Affairs)
                                   Fax: 402-536-4172
 973-385-4644                                                          Fax: 401-431-8082
 Toll free: 1-800-223-0182 (Non-                                       e-mail: consumer_support
 prescription consumer products)   Philips Lighting          
 TDD toll free: 1-800-343-7805     Company                   
 Fax: 973-385-6667
                                   Toni Hoffman                        Playtex Products, Inc.
                                   200 Franklin Square Dr.             Consumer Affairs
 Pfizer Inc.                       Somerset, NJ 08875-6800             75 Commerce Dr.
 235 East 42nd St.                 732-563-3081                        Allendale, NJ 07401
 New York, NY 10017-5755           Toll free: 1-800-555-0050           Toll free: 1-800-222-0453
 212-573-2323                      Fax: 732-563-3116                   (Playtex Baby Feeding                  Products); Toll free: 1-800-451-
                                   Phillips Petroleum Co.              7847 (Rug Cleaners - Woolite)
 Pharmacia                                                             Toll free: 1-888-GLOVES1
 7000 Portage Road                 16 Phillips Building
                                                                       (Playtex Gloves); Toll free: 1-
 Kalamazoo, MI 49001               Bartlesville, OK 74004
                                                                       888-532-2229 (Baby Magic)
 Toll free: 1-800-253-8600         918-661-1215
                                                                       Toll free: 1-899-723-3786                       Fax: 918-662-2075
                                                                       (Banana Boat Sun Care)
 Pharmacia                                                             Toll free: 1-888-724-7500
 PO Box 5110                       Phillips-Van Heusen                 (Ogilvie Hair Care); Toll free:
                                   Corp.                               1-800-843-6430 (Diaper Genie)
 Chicago, IL 60680
                                   1001 Frontier Road, Suite 100       Fax: 201-785-8202
                                   Bridgewater, NJ 08807     
 Fax: 847-470-6633                 908-685-0050                        Polaroid Corp.
                                   Fax: 908-704-8045
 Pharmavite Corporation                                                201 Burlington Rd.
                                   Pioneer Electronics                 Bedford, MA 01730
 Consumer Affairs
                                   Service, Inc.                       781-386-2000 (collect calls
 15451 San Fernando Mission
                                                                       accepted within MA)
 Blvd.                             Manager, Customer Service
                                                                       Toll free outside MA: 1-800-
 Mission Hills, CA 91346           PO Box 1760
 Toll free: 1-800-276-2878         Long Beach, CA 90810
                                                                       Fax: 781-386-5605
 Toll free: 1-800-314-HERB         310-952-2561
 Fax: 818-837-8609                 Toll free: 1-800-421-1404                   Fax: 310-952-2821

          Member of the Society of Consumer Affairs     Provided financial support for the publication
70        Professionals International, see page 45.     of the Consumer Action Handbook.
                            Corporate Consumer Contacts
Polo/Ralph Lauren                 610-407-1717                          Toll free: 1-800-676-4575
Corp.                             Toll free: 1-800-523-4681             Fax: 303-894-3398
Pat Osser                         Fax: 610-407-1379
                                                                        QVC Incorporated
4100 Beachwood Dr.                Prudential Insurance                  Goshen Corporate Park
Greensboro, NC 27410
                                  Co. of America                        1200 Wilson Drive
Toll free: 1-800-775-7656
                                  Policyowner Relations Dept.           West Chester, PA 19380
Fax: 910-632-9097
                                  PO Box 17100                          610-701-1000
Price Chopper                     New Brunswick, NJ 08906               Toll free: 1-800-367-9444 (cus-
Supermarkets                      Toll free: 1-800-837-3645             tomer service)
                                  Fax: 732-482-4601                     Fax: 610-701-1138
Joanne R. Gage
501 Duanesburg Road               Prudential Property &
Schenectady, NY 12306                                                   Qwest
                                  Casualty Co.
518-356-9480 or 518-355-5000                                            PO Box 428, Room 117
                                  23 Main St., PO Box 500
Toll free: 1-800-666-7667                                               Cheyenne, WY 82003
                                  Holmdel, NJ 07733
Fax: 518-356-9595                                                       Toll free: 1-800-244-1111 (resi-
e-mail: joannegage@price-                                               dential); Toll free: 1-800-573-
                                  Toll free: 1-800-437-5556                                                             1311 (residential repair); Toll
                                  Fax: 908-946-6245                                                    free: 1-800-954-1211
Prime Media, Inc.                 Prudential Securities,                (commercial repair); Toll free:
745 Fifth Ave.                    Inc.                                  1-800-255-6920 (executive
                                  Client Relations Department           offices); TDD toll free: 1-800-
New York, NY 10151
                                  One Seaport Plaza                     955-5833
                                  New York, NY 10292          
                                  Toll free: 1-800-367-8701
Primedia Consumer                 Fax: 212-778-2899                                    R
                                  Publishers Clearing                   Ralston Purina Co.
745 Fifth Ave.
212-745-0100                      House                                 Checkerboard Square               Christopher Irving                    St. Louis, MO 63164
                                  382 Channel Dr.                       Toll free: 1-800-778-7462
Procom Technology                 Port Washington, NY 11050             Fax: 314-982-4580
1821 East Dyer Road               516-883-5432                
Santa Ana, CA 92705               Toll free: 1-800-337-4724
714-852-1000                      Fax: 516-883-5769                     RDS Computers
Toll free: 1-800-800-8600                                               2801 Yale St.
Fax: 714-852-1221                                  Q                    Santa Ana, CA 92704
Procter & Gamble Co.              Quaker Oats Co.                       Toll free: 1-800-827-3998
Consumer Relations                                                      Fax: 714-751-5522
                                  321 North Clark St.
PO Box 599                                                    
                                  Chicago, IL 60610
Cincinnati, OH 45201-0599
                                  312-222-7111                          Readers Digest
513-983-1100 (Toll free num-
bers appear on all labels)                                              Association, Inc.                        Quantum Corp.                         Kim Cairia, Cutomer Service
                                  525 Sycamore St.                      Readers Digest Road
Proteon                                                                 Pleasantville, NY 10570-7000
                                  Milpitas, CA 95035
9 Technology Dr.                                                        914-238-1000
                                  Toll free: 1-800-826-8022
Westborough, MA 01581                                                   Toll free: 1-800-234-9000
508-898-3100                      Quark, Inc.                           Toll free: 1-800-846-2100
                                  1800 Grant St.                        TDD toll free: 1-800-735-4327
Provident Mutual Life
                                  Denver, CO 80203                      Fax: 914-238-4559
Insurance                         303-894-8899 (technical sup-
1000 Chesterbrook Blvd.           port)
Berwyn, PA 19312-1181
       Member of the Society of Consumer Affairs       Provided financial support for the publication
       Professionals International, see page 45.       of the Consumer Action Handbook.                    71
                             Corporate Consumer Contacts
 Reckitt Benckiser, Inc.             Rodale Press, Inc.                                 S
 1655 Valley Road                    Jeanne Dorney
 Wayne, NJ 07470                     33 East Minor St.                   Safeway, Inc.
 Toll free: 1-800-228-4722           Emmaus, PA 18098
                                                                         Debra Lambert
 Fax: 973-686-7270                   610-967-5171
                                                                         5918 Stoneridge Mall Road            Toll free: 1-800-848-4735
                                                                         Pleasanton, CA 94588-3229
                                     Fax: 610-967-8964
 The Regina Corporation                                                  925-467-3000
 (Division of Ventura)                                         
 PO Box 638                          Rolex Watch U.S.A., Inc.            Saks Fifth Avenue
 Long Beach, MS 39560                Gregory Kras
                                                                         Cheryl Steiner
 Toll free: 1-800-847-8336           665 Fifth Ave., 5th Floor
                                                                         12 East 49th St., 3rd Floor
                                     New York, NY 10022
 Reliance Insurance Co.                                                  New York, NY 10021
 Three Parkway                                                           212-940-5027
                                     Fax: 212-980-2166
 Philadelphia, PA 19102-1376                                             Toll free: 1-800-239-3089
 215-864-4445                                                            Fax: 212-940-5031
 Toll free: 1-800-441-1652           Roto-Rooter Corp.                   Samsonite Corporation
 Fax: 215-864-4640                   Mike Higgins
                                                                         PO Box 90124           300 Ashworth Road
                                                                         Allentown, PA 18109
                                     West Des Moines, IA 50265
 Remington Arms                                                          Toll free: 1-800-262-8282
 (Division of DuPont Co.)                                                (Samsonite, Lark, American
                                     Fax: 515-223-6109
 PO Box 700                                                              Tourister)
 Madison, NC 27025-0700                                                  Samsung Electronics
 Toll free: 1-800-243-9700           Royal Oak Sales, Inc.
 Fax: 910-548-7801 (Parts            Shannon Busby
 Department)                         1 Royal Oak Ave.                    Customer Service                   Roswell, GA 30076                   1 Samsung Place
                                     678-461-3200                        Ledgewood, NJ 07852
 Remington Products Co.              Toll free: 1-800-241-3955           973-691-6200
 60 Main St.                         Fax: 678-461-3233                   Toll free: 1-800-SAMSUNG
 Bridgeport, CT 06004                                                    Toll free: 1-800-726-7864
 203-367-4400                        Royal Silk                          Fax: 973-691-6201
 Toll free: 1-800-736-4648           Office Manager                      6117 Harrison Place
                                     West New York, NJ 07087
                                                                         Sara Lee Corp.
 Rhone-Poulenc Rorer                 Toll free: 1-800-962-6262           Carol Brown,
 Pharmaceuticals, Inc.                                                   L’eggs Products, Inc.
 500 Arcola Rd.                      Rubbermaid                          PO Box 450, 401 Hanes Mill Rd.
 Collegeville, PA 19426              Consumer Services                   Winston-Salem, NC 27105
 908-231-4000                        Department, Home Products           Toll free: 1-800-925-3447                     1147 Akron Road                     Fax: 336-519-2207
                                     Wooster, OH 44691-6000              e-mail:
 Rich-Seapak                         330-264-6464, ext. 2505   
 Corporation                         Fax: 330-202-5445
 Corporate Quality Assurance
                                                                         Sara Lee Corp.
 PO Box 20670                                                            See: Just My Size Panties,
 McKinnon Airport Road               Ryder Truck Rental                  Hanes and Hanes Her Way
 St. Simons Island, GA 31522         PO Box 020816                       Underwear, State Fair Foods,
 912-638-5000                        Miami, FL 33102-0816                Inc., Hanes Hosiery, L’eggs
 Toll free: 1-888-732-7251           Toll free: 1-800-287-6620
                                     Toll free: 1-800-327-7777
                                                                         Sargento Foods, Inc.                                                          Consumer Affairs
                                     Fax: 305-593-4463
                                                                         One Persnickety Place
                                                                         Plymouth, WI 53073

72             Member of the Society of Consumer Affairs Professionals International, see page 45.
                            Corporate Consumer Contacts
920-893-8484                       SeaPak                               The Sharper Image
Toll free: 1-800-243-3737          See: Rich-Seapak Corporation         650 Davis St.
Fax: 920-893-8399                                                       San Francisco, CA 94111                   Sears Merchandise                    Toll free: 1-800-344-0033
                                   Group                                Toll free: 1-800-344-5555
S.C. Johnson and Son,              National Customer Relations          Fax: 415-391-1584
Inc.                               Manager                    
Diane M. Schuebel                  3333 Beverly Rd.
1525 Howe St.                      Hoffman Estates, IL 60179            Shell Oil Co.
Racine, WI 53403                   847-286-2500                         PO Box 2482, Department 210
262-260-2000                       Toll free: 1-800-549-4505            Houston, TX 77252-2463
Toll free: 1-800-558-5252          Fax toll free: 1-800-427-3049        Toll free: 1-800-248-4257
Fax: 262-260-4805                                Fax: 713-241-0581                                          
                                   Seiko Corporation of
Schering-Plough                    America                              Sherwin-Williams Co.
HealthCare Products,               1111 MacArthur Blvd.                 Paint Stores Group
Inc.                               Mahwah, NJ 07430                     101 Prospect Ave., NW
Don Levine                         201-529-5730                         Cleveland, OH 44115-1075
3030 Jackson Ave.                  201-529-3316 (service & repair)      216-566-2151
Memphis, TN 38151-0001             Fax: 201-529-1548                    Toll free: 1-800-4SHERWIN
901-320-2998                       e-mail: custserv@scamah-             (1-800-474-3794)
Toll free: 1-800-842-4090                              Fax: 216-566-1660
Fax: 901-320-2954                         e-mail:
The Scotts Company                 Seiko Instruments USA      
Edward Billmaier                   1130 Ringwood Court
14111 Scottslawn Rd.               San Jose, CA 95131                   Shoney’s, Inc.
Marysville, OH 43041               408-922-1917                         1717 Elm Hill Pike
Toll free: 1-800-543-8873          Fax: 408-922-1959                    Nashville, TN 37210
Fax: 937-644-7600                                                       615-391-5201              Sempra Energy                        Toll free: 1-800-522-9200
                                   Customer Service                     Fax: 615-231-1604
Scudder Kemper                     101 Ash St.                
Investments, Inc.                  San Diego, CA 92101-3017
                                   Toll free: 1-877-273-6772            Showtime Networks,
345 Park Ave.
New York, NY 10154                 e-mail:            Inc.
Toll free: 1-800-225-5163                       Nancy Glauberman
                                                                        1633 Broadway, 17th Floor
Seagate Technology,                Serta, Inc.                          New York, NY 10019
Inc.                               325 Spring Lake Dr.                  212-708-1600
920 Disc Dr.                       Itasca, IL 60143                     Fax: 212-708-1212
Scotts Valley, CA 95066            630-285-9300               
405-936-1200 (customer serv-       Toll free: 1-800-426-0371
                                   Fax: 630-285-9330                    The Simmons
ice); Toll free: 1-800-732-4283
(technical support)                              Companies
Fax: 405-429-6356                                                       Jeanine Rider
                                   Sharp Electronics Corp.              1900 Beaver Ridge Circle
                                   Dorothy Scott                        Norcross, GA 30071
Sealy Mattress                     1300 Naperville Dr.                  Toll free: 1-877-399-9397
Manufacturing Co.                  Romeoville, IL 60446                 Fax: 770- 613-5539
                                   Toll free: 1-800-237-4277
1 Office Parkway
                                             Simon and Schuster
Trinity, NC 27370
                                                                        Rick Bates
                                                                        200 Old Tappan Road
                                                                        Old Tappan, NJ 07675

           Member of the Society of Consumer Affairs Professionals International, see page 45.        73
                             Corporate Consumer Contacts
 201-767-5000                       Fax: 617-927-7649                   Springs Industries, Inc.
 Fax: 201-767-4017                             Springmaid/Performance
 e-mail:                                         104 West 40th St.
                                    Sony Corp. of America
 Simple Technology                                                      New York, NY 10019
                                    Consumer Information
                                                                        212-556-6000 or 803-547-1500
 3001 Daimler St.                   Service Center, Sony-CISC
                                                                        Toll free: 1-800-537-0115
 Santa Ana, CA 92705                12451 Gateway Blvd.
                                                                        Fax: 212-903-2115
 Toll free: 1-800-847-4675          Fort Myers, FL 33913
                                    941-768-7600                        Sprint
 Singer Sewing                      Toll free: 1-800-222-7669           James Thomas
 Becky Marshall,                    Fax: 941-768-7790                   1603 LBJ Freeway, Suite 300
 Consumer Affairs                             Dallas, TX 75234
 PO Box 7017
                                    Southwest Airlines                  972-405-6100
 LaVergne, TN 37086
                                                                        Toll free: 1-800-347-8988
 Toll free: 1-800-474-6437          Jim Ruppel
                                                                        Fax: 972-405-6114
 e-mail:                            Love Field, PO Box 36647
                                                                            Dallas, TX 75235-1647                   214-792-4223                        Stanley Hardware
                                    TDD toll free: 1-800-435-9792       (Division of the Stanley
 Slim-Fast Foods Co.                (reservations); Spanish toll        Works)
 777 South Flagler Dr.              free: 1-800-826-6667                480 Myrtle St.
 West Tower, Suite 1400             Fax: 214-792-5099                   New Britain, CT 06050
 West Palm Beach, FL 33401                   860-225-5111
                                    Spalding Sports                     Toll free: 1-800-622-4393
 Fax: 561-223-1248                   Worldwide/Top Flite                 State Fair Foods, Inc
 Smith Barney                       Professional Golf                   (Division of Sara Lee)
                                    Manager                             Consumer Affairs
 77 Water St. 19th Floor
                                    425 Meadow St., PO Box 901          3900 Meacham Blvd.
 New York, NY 10005
                                    Chicopee, MA 01021-0901             Haltom City, TX 76117
                                    413-536-1200                        817-427-7700
 Fax: 212-723-2184
                                    Toll free: 1-800-225-6601           Toll free: 1-800-294-3247
 Snapper Power                      Fax: 413-322-2673                   Fax: 817-427-7777
 Equipment                          e-mail:         e-mail: consumer@statefair-
 535 Macon Road                                               
                                    Speigel Catalog, Inc.
 McDonough, GA 30253                                                    State Farm Mutual
                                    John Jelinek
 770-954-2500 or 770-957-9141
                                    3500 Lacey Road                     Automobile Insurance
 Fax: 770-957-7981
                                    Downers Grove, IL 60515-5432        Co.
                                    630-769-2311                        One State Farm Plaza
 Snapple Beverages                  Toll free: 1-800-345-4500 (cata-    Bloomington, IL 61710
 709 Westchester Ave.               log orders)                         309-766-7870
 White Plains, NY 10604             Toll free: 1-800-474-5555 (cus-
 Toll free: 1-800-Snapple (1-800-   tomer service)
 762-7753)                          Fax: 630-769-2490                   Stokley USA, Inc.                               250 East 5th St.
                                                                        Cinncinati, OH 43202
 Sonesta International              Spencer Gifts, Inc.                 Toll free: 1-800-872-1110
 Hotels Corp.                       6826 Black Horse Pike               Fax: 414-569-3760
                                    Egg Harbor Township, NJ 08234
 Steffanie Sonnabend
                                    609-645-3300                        Stop & Shop
 200 Clarendon St.
                                    Toll free: 1-800-762-0419           Supermarket Co., Inc.
 Boston, MA 02116
 617-421-5451                                                           Faith Weiner
 Toll free: 1-800-SONESTA                                               PO Box 1942
 (reservations)                                                         Boston, MA 02105

         Member of the Society of Consumer Affairs      Provided financial support for the publication
74       Professionals International, see page 45.      of the Consumer Action Handbook.
                            Corporate Consumer Contacts
Toll free: 1-800-767-7772          Syngenta                            Teleflora
Fax: 617-770-6033                  410 Swing Road                      11444 West Olympic, 4th Floor                Greensboro, NC 27409                Los Angeles, CA 90064
                                   336-632-6000                        310-231-9199
Storage Dimensions
                                   Toll free: 1-800-334-9481           Toll free: 1-800-421-2815
1656 MacArthur Blvd.
                                             Fax toll free: 1-800-232-3811
Milpitas, CA 95035
408-954-0710                                      T                    Tenneco, Inc.
Fax: 408-944-1200                                                      500 North Field Dr.
                                   Talbots                             Lake Forest, IL 60045
Sunbeam Consumer
Affairs                            1 Talbots Dr.
PO Box 948389                      Hingham, MA 02043
Maitland, FL 32794                 781-749-7600                        Tetley USA, Inc.
Toll free: 1-800-458-8407          Toll free: 1-800-992-9010           Jessica Pfalzgraf
Toll free: 1-800-597-5978          Toll free: 1-800-TALBOTS            Consumer Affairs Department
Fax: 1-800-478-6737                Toll free: 1-800-533-3201           PO Box 856, 100 Commerce Dr.                    TDD toll free: 1-800-624-9179       Shelton, CT 06484-0856
                                   Fax: 781-741-4136                   203-929-9200
Sunset Magazine                                                        Toll free: 1-800-728-0084
PO Box 60001                       Tampax, Proctor &
                                                                       Toll free: 1-800-732-3027
Tampa, FL 33660-0001               Gamble                              Fax: 203-926-0876
Toll free: 1-800-777-0117          PO Box 599
Fax: 813-979-6685                  Cinncinati, OH 45301                Texas Instruments, Inc.                     Toll free: 1-800-523-0014           Consumer Relations
                                   (Procter & Gamble consumer          7839 Churchill Way, MS 3962
Swatch Watch USA                   relations service)                  Dallas, TX 75251
Doug Williams                      Fax toll free: 1-800-289-3510       972-917-8324 (technical sup-
1817 William Penn Way                          port)
Lancaster, PA 17604                                                    Toll free: 1-800-842-2737
717-394-7161                       Tandy Corp./Radio                   Fax: 972-917-0747
Fax: 717-399-2211                  Shack                     
                                   Lucille Frey
The Swiss Colony, Inc.             600 One Tandy Center                Thermo Forma
Customer Service                   Fort Worth, TX 76102                Lou Urschel
1112 Seventh Ave.                  Toll free: 1-800-843-7422           PO Box 649, 401 Nillcreek Rd.
Monroe, WI 53566                   Fax: 817-390-3292                   Marietta, OH 45750
608-324-4000                       e-mail: rs.customer.rela-           740-373-4763
Toll free: 1-800-544-9036                     Toll free: 1-800-848-3080
Fax: 608-242-1001                               Fax: 740-373-6770
e-mail: swisscolony@sccom-                                                            Target Stores                P.O. Box 9350                       3M
                                   Minneapolis, MN 55440-9350          3M Center, Building 225-1S-15
Symantec Corporation               612-307-9800                        St. Paul, MN 55144-1000
20330 Stephens Creek Blvd.         TTY toll free: 1-800-347-5842       651-737-6501
Cupertino, CA 95014                Fax: 612-304-4996                   Toll free: 1-800-364-3577 (3M
408-253-9600                                   HELP)
Toll free: 1-800-441-7234                                              Fax toll free: 1-800-713-6329
Fax: 541-984-8020 (customer        TEAC America                        Fax: 651-737-7117
service; 175 W. Broadway,          7733 Telegraph Road       
Eugene, OR 97401)                  Montebello, CA 90640                   323-726-0303
                                   Fax: 323-727-7621

          Member of the Society of Consumer Affairs Professionals International, see page 45.          75
                             Corporate Consumer Contacts
 Thrifty Rent A Car                  Tonka Products                      Toys “R” Us
 System, Inc.                        (Division of Hasbro, Inc.)          Susan Boche, Guest Relations
 Joy Punaro                          PO Box 200                          461 From Road
 5310 East 31st St.                  Pawtucket, RI 02861-0200            Paramus, NJ 07652
 Tulsa, OK 74135                     Toll free: 1-800-255-5516           201-262-7800
 Toll free: 1-800-334-1705           Toll free: 1-800-327-8264           Toll free: 1-888-243-6337
 Fax: 918-669-2060                   Fax: 401-727-5901                   Fax: 201-599-8992
                                     Tops Friendly Market,               Trane/CAC, Inc.
                                     Ohio Division                       6200 Troup Highway
 Time Warner, Inc.                   Susan Alcorn                        Tyler, TX 75707
 75 Rockefeller Plaza                17000 Rockside Road                 903-581-3200 (residential)
 New York, NY 10019                  Maple Heights, OH 44137-4390        608-787-2000 (commercial)
 212-484-8000                        216-518-6720                                Fax: 216-518-6022
                                                                         TRANS UNION, LLC
 Time, Inc.                          The Toro Co.                        Regional Consumer Relations
 3000 University Center Dr.          Don St. Dennis,                     Center - West
 Tampa, FL 33612                     8111 Lyndale Ave., South            1561 East Orangethorpe
 813-979-6105                        Bloomington, MN 55420               Fullerton, CA 92631
 Toll free: 1-800-541-1000           612-888-8801
                                                                         TRANS UNION, LLC
 Fax: 813-979-6615                   Toll free: 1-800-348-2424, ext.
                                                                         Consumer Relations                        4001
                                                                         PO Box 1000
 Timex Corp.               
                                                                         Chester, PA 19022
 PO Box 2740                                                             Toll free: 1-800-888-4213
 Little Rock, AR 72203-2740
                                     Toshiba America                     TRANS UNION, LLC
                                                                         Regional Consumer Relations
 Toll free: 1-800-448-4639           82 Totowa Road
                                                                         Center - East
 Fax: 501-370-5747                   Wayne, NJ 07470
                                                                         2 Baldwin Place                       Toll free: 1-800-631-3811
                                                                         Crum Lynne, PA 19022
 TJX Companies (T.J.       
 Maxx)                                                                   Fax: 610-546-4605
 770 Cochituate Road                 Totes/Isotoner
                                                                         Trans World Airlines,
 Framingham, MA 01701                Helen Baur
                                     9655 International Boulevard        Inc.
                                     Cincinnati, OH 45246-5658           Susan Ahl
 Toll free: 1-800-926-6299
                                     513-682-8200                        1415 Olive St., Suite 100
                                     Fax: 513-682-8606                   St. Louis, MO 63103
 Tone Brothers, Inc.                 e-mail:                             314-589-3600
 (Producers of Tone’s, Durkee,           TDD toll free: 1-800-421-8480
 Spice Islands, French’s, Dec A                       (reservations)
 Cake and Dromedary Products)                                            Fax: 314-589-3626
 2301 SE Tone’s Dr.                  Tourneau, Inc.            
 Ankeny, IA 50021                    3 East 54th St., 3rd Floor
                                     New York, NY 10022                  The Travelers
 Toll free: 1-800-247-5251           212-758-3265                        Companies
 Fax: 515-965-2800                   Toll free outside NY: 1-800-        Consumer Affairs
 e-mail:                             223-1288                            One Tower Square 4GS                         Hartford, CT 06183-9079                                                     860-277-0111 (switchboard)
                                                                         Fax: 860-954-3956

76             Member of the Society of Consumer Affairs Professionals International, see page 45.
                            Corporate Consumer Contacts
Tripp Lite                         501-290-4714                        215-986-4011
Office of Consumer Affairs         Toll free: 1-800-233-6332           Toll free: 1-800-328-0440
111 W. 35th St.                    Fax: 501-290-7930                   Toll free: 1-800-874-8647
Chicago, IL 60609                  e-mail:           Fax: 215-986-5669
773-869-1234 or 773-869-1111             
Fax: 773-869-1351
                                                  U                    United Airlines
                                                                       Diane Soucy Berga
                                   U-Haul International                PO Box 66100
TruServ Corporation                Customer Service
                                                                       Chicago, IL 60666
8600 West Bryn Mawr                                                    847-700-4000
                                   PO Box 21502
Chicago, IL 60631-3505                                                 Toll free: 1-877-228-1327
                                   Phoenix, AZ 85036-1502
773-695-5000                                                           Fax: 847-700-2214
Fax: 773-695-5184                                            
                                   Toll free: 1-800-528-0463                    Fax: 602-263-6984                   United States Fidelity &
Tupperware                                     Guarantee Co. (USF&G)
PO Box 2353                        Umax Technologies                   5801 Smith Ave.
Orlando, FL 32802-2353             3561 Gateway Blvd.                  Baltimore, MD 21209
Toll free: 1-800-858-7221          Freemont, CA 94538                  410-205-3000
(Referral Center)                  Toll free: 1-800-468-8629 (cus-
Fax: 407-847-1897                  tomer support)                      United Van Lines, Inc.
Turtle Wax, Inc.                   Fax: 1-800-286-6186 (fax back)      One United Dr.
Patricia Arvidson                  Unilever                            Fenton, MO 63026
5655 West 73rd St.                 Consumer Services                   314-326-3100
Chicago, IL 60638-6211             800 Sylvan Ave.                     Toll free: 1-800-948-4885
708-563-3600                       Englewood Cliffs, NJ 07632          Fax: 314-326-3111
Toll free: 1-800-805-7695          Toll free: 1-800-621-2013 
Fax: 708-563-4302                  Toll free: 1-800-782-8301                                                      US Airways
                                             Director, Consumer Affairs
TV Guide                           Unilever Cosmetics                  PO Box 1501
Four Radnor Corporate Center       International                       Winston-Salem, NC 27102
100 Matson Ford Road                                                   336-661-8126
                                   Calvin Klein Cosmetics
Radnor, PA 19088                                                       Fax: 336-661-8187
                                   350 Clark Dr.
Toll free: 1-800-866-1400
                                   Mt. Olive, NJ 07828                 UST
Fax: 610-687-6965
                                   Toll free: 1-800-715-4023           Public Relations
                                   Fax: 973-691-7764                   100 West Putnam Ave.
TXU                                e-mail: consumer-                   Greenwich, CT 06830
TXU Electric and Gas Company           203-661-1100
1601 Bryan St.                     Uniroyal Tires                      Fax: 203-863-7235
Dallas, TX 75201-3401
                                   Chad Hake
972-791-2888                                                                          V
                                   PO Box 19001
Toll free: 1-800-242-9113
                                   Greenville, SC 29602-9001
Toll free: 1-800-460-3030                                              ValueStar
Toll free: 1-800-468-3388                                              Leslie Summers
                                   Toll free: 1-877-458-5878
Fax: 1-800-232-9448                                                    Communications Division
                                   Fax: 864-458-6650                                                            360 22nd St., 4th Floor
                                                                       Oakland, CA 94612
Tyson Foods                        UNISYS Corp.                        510-808-1311
Willie Barber
                                   Unisys Walk                         510-808-1300
PO Box 2020
                                   Blue Bell, PA 19424-0001            Toll free: 1-800-310-6661
Springdale, AR 72765-2020

           Member of the Society of Consumer Affairs Professionals International, see page 45.      77
                             Corporate Consumer Contacts
 Fax: 510-808-1440                                W                     Weider Health and
 e-mail:                                                                Fitness                                                 21100 Erwin St.
                                    Wagner Spray Tech
                                    Corp.                               Woodland Hills, CA 91367
 The Valvoline Company                                                  818-884-6800
                                    Customer Service
                                                                        Fax: 818-704-5734
 Michael L. Cornett                 Representative
 PO Box 14000                       1770 Fernbrook Lane                 Weight Watchers
 Lexington, KY 40512                Plymouth, MN 55447                  Gourmet Food Company
 606-357-7847                       612-553-7000                        PO Box 10
 Toll free: 1-800-354-9061          Toll free: 1-800-328-8251           Boise, ID 83707
 Fax: 606-357-7918                  Fax: 612-509-7555                   Toll free: 1-800-762-0228
 Toll free: 1-800-682-6994
                                    Walgreen Co.                        (Weight Watchers frozen
                                    Bernie Shimley                      entrees and frozen desserts)
 Verizon                            Consumer Relations        
 1095 Ave. of the Americas          200 Wilmot Road                     Wendy’s International,
 New York, NY 10036                 Deerfield, IL 60015
 212-395-2121 (General              847-914-2704
                                                                        PO Box 256
 Information)                       Toll free: 1-800-289-2273
                                                                        Dublin, OH 43017-0256
 Toll free: 1-800-621-9900          Fax: 847-914-3105
 TTY toll free: 1-800-974-6006
                                                                        Toll free: 1-800-443-7266
 For unresolved issues, please
                                    Wal-Mart Stores, Inc.               Fax: 614-764-6707
 contact Customer Relations
                                    Becky Elliott             
 toll free at 1-800-483-7988.                    702 SW Eighth St.
                                                                        The West Bend Company
                                    Bentonville, AR 72716-0117
 Viacom, Inc.                                                           Joanne Turchany
                                                                        400 Washington St.
 Karen Zatorski                     Toll free: 1-800-WAL-MART
                                                                        West Bend, WI 53095
 Coporate Relations                 Fax: 501-621-2063
 1515 Broadway, 52nd Floor          e-mail:
                                                                        Fax: 262-334-6800
                                    Walter Drake, Inc.
 Visa USA, Inc.                                                         Western Digital
                                    4510 Edison Ave.
                                                                        8105 Irvine Center Dr.
 PO Box 8999                        Colorado Springs, CO 80915
                                                                        Irvine, CA 92618
 San Francisco, CA 94128-8999       719-596-3140
                                                                        Toll free: 1-800-832-4778 or
 650-432-3200                       Toll free: 1-800-525-9291
 TDD/TTY: 650-432-3200              Fax: 719-637-4984
                                                                        (customer support)
 Fax: 650-432-4153, 3074 (card-
 holders should always call                                             Western Union Financial
 issuing bank first)                Wang Laboratories, Inc.
                                    290 Concord Road                    Services, Inc.
                                    Billerca, MA 01821-4130             Karen Walters
 Vons Companies, Inc.               978-967-5000                        Customer Relations
 618 Michillinda Ave.               Toll free: 1-800-639-9264           13022 Hollenberg Dr.
 Arcadia, CA 91007                  Fax: 978-967-0829                   Bridgeton, MO 63044
 626-821-7000 (corporate)                                               314-291-8000
 626-821-2525 (consumer affairs)    Water Pik Technologies              Toll free: 1-800-634-1311
 Fax: 626-821-3654                  1730 East Prospect Road             Fax: 314-291-5271               Fort Collins, CO 80553-0001         e-mail: karen.walters@first-
                                    Toll free: 1-800-525-2774 
                                    Fax: 970-221-8715

          Member of the Society of Consumer Affairs      Provided financial support for the publication
78        Professionals International, see page 45.      of the Consumer Action Handbook.
                        Corporate Consumer Contacts
WestPoint Stores                   Fax: 702-360-7091                                  X
Jackie Smith             
PO Box 609                                                             Xerox Corporation
                                   Winmill & Company
West Point, GA 31833-0609
                                   11 Hanover Square                   PO Box 1600
Toll free: 1-800-533-8229
                                   New York, NY 10005                  800 Long Ridge Road
Fax: 706-645-7783
                                   212-363-1100                        Stamford, CT 06904
                                   Toll free: 1-800-847-4200           203-968-3000
Wet Seal, Inc., dba                Fax: 212-363-1103                   Toll free: 1-800-275-9376
Contempo Casuals                   e-mail:        Toll free: 1-800-822-2200 (sup-
26972 Burbank                             plies)
Foothill Ranch, CA 92610                                     
                                   Winn-Dixie Stores, Inc.
949-583-9029                                                           Xircom USA
                                   Mickey Clerc
Fax: 714-583-0715                                                      2300 Corporate Center Dr.
                                   PO Box B                                                        Thousand Oaks, CA 91320
                                   Jacksonville, FL 32203
Whirlpool Corp.                    904-783-5000                        805-376-9200
553 Benson Road                            Fax: 805-376-9100
Benton Harbor, MI 49022                                      
                                   Winnebago Industries
                                   Steven R. Evenson                                  Y
Toll free: 1-800-253-1301
                                   605 W. Crystal Lake Road
Fax: 616-923-7829
                                   PO Box 152                          Yamaha Motor
                                   Forest City, IA 50436-0152
The White Rain                     641-585-6252
                                                                       Lindsey Foster
Company                            Toll free: 1-800-537-1885
                                                                       6555 Katella Ave.
                                   Fax: 641-585-6704
Lee Farm Corporate Park                                                Cypress, CA 90630-5101
83 Wooster Heights Drive                                               714-761-7435
Danbury, CT 06810                                                      Toll free: 1-800-962-7926
Toll free: 1-800-575-7960          Wrangler                            Fax: 714-761-7559                  PO Box 21488              
Whitehall-Robins                   Greensboro, NC 27420
Health Care                                                            See: Kyocera Optics, Inc.
                                   Fax: 336-332-3223
Carol R. Manley
PO Box 26609                                                                          Z
Richmond, VA 23261-6609
Toll free: 1-800-322-3129          Wm. Wrigley Jr. Co.                 Zale Corporation                Barbara Zibell                      See: Gordon’s Jewlers
                                   410 North Michigan Ave.
Wilke/Thornton, Inc.                                                   Zenith Electronics Corp.
                                   Chicago, IL 60611
545 Metro Place South                                                  1000 Milwaukee Ave.
Dublin, OH 43017                                                       Glenview, IL 60025
                                   Fax: 312-644-0015
614-792-6900                                                           256-772-1515
Toll free: 1-800-860-6901                                              Toll free: 1-888-3 ZENITH
Fax: 614-792-6901                  WUIP International                  e-mail: Customer.Service
e-mail: info@wilke-                1409 South Lamar, Suite 1007                       Dallas, TX 75215                       972-233-0966
                                                                       Zenith Packard Bell
Williams-Sonoma                    Wyse Technology                     8285 West 3500 South
10000 Covington Cross Dr.          3471 North First St.                Magna, UT 84044
Las Vegas, NV 89144                San Jose, CA 95134                  Toll free: 1-800-227-3360
702-360-7000                       408-473-1200              
Toll free: 1-800-541-1262          408-435-2770 (service and parts)
                                   Fax: 408-473-1222

          Member of the Society of Consumer Affairs Professionals International, see page 45.            79
         Car Manufacturers and Dispute Resolution Programs
     If you have a problem with a car purchased from a local dealer, first try to work it out with the
     dealer. If the problem is not resolved, contact the manufacturer's regional or national office. Ask
     for the consumer affairs office. Many of these are listed in this section. If you are still unsuc-
     cessful, consider contacting the other organizations in this section that handle consumer com-
     These programs are usually called alternative dispute resolution programs. Generally, there are
     three types: arbitration, conciliation and mediation. All three methods of dispute resolution vary.
     Ask for a copy of the rules of the program before you file your case. Generally, the decisions of
     the arbitrators are binding and must be accepted by both the customer and the business.
     However, in other forms of dispute resolution, only the business is required to accept the deci-
     sion. In some programs, decisions are not binding on either party.
     Remember, before contacting one of these programs, try to resolve the complaint with the com-
     pany. If you still cannot resolve your problem, contact one of the third-party resolution programs.
     Be sure to contact your local or state consumer agency to see if your state offers state-run dis-
     pute resolution programs. f you suspect you have a vehicle problem that might fall under your
     state's lemon law, call your local or state consumer protection agency to find out about your
     rights under the lemon law.
     If you have a safety problem with your vehicle, report it to the National Highway Traffic Safety
     Administration Auto Safety Hotline (p. 7). NHTSA also provides recall and crash test informa-
     tion, but does not handle complaints.

 Acura                                 American Isuzu Motors,             949-341-6100
 Customer Relations Dept.              Inc.                               Toll free: 1-800-452-4827
 1919 Torrance Blvd., 500-2N-7E        Owner Relations Department         Fax: 949-341-6152
 Torrance, CA 90501-2746               13340 183rd St.          
 Toll free: 1-800-382-2238             Cerritos, CA 90702-6007
 Toll free:1-800-594-8500
                                                                          Audi of America, Inc.
                                       Toll free: 1-800-255-6727
 (roadside assistance)                                                    Client Relations
                                       Fax: 562-229-5455
 Fax: 310-783-3535                                                        3499 West Hamlin Road
                                                                                         Rochester Hills, MI 48309
                                       American Suzuki Motor              Toll free: 1-800-822-2834
 Alfa Romeo                            Corp.                              Fax: 248-754-6504
 Distributors of North                                          
                                       Customer Relations Dept.
 America, Inc.                         PO Box 1100                        BMW of North America,
 7454 Brokerage                        3251 East Imperial Hwy.            Inc.
 Orlando, FL 32809                     Brea, CA 92822-1100
                                                                          Corporate Office
 407-856-5000                          714-572-1490 or 714-996-7040,
                                                                          300 Chestnut Ridge Rd.
 Fax: 407-856-5000                     ext. 380 (motorcycles)
                                                                          Woodcliff Lake, NJ 07675
                                       Toll free: 1-800-934-0934 (auto-
 American Honda Motor                                                     201-307-4000
                                       motive only)
 Co., Inc.                                                                Toll free: 1-800-831-1117 (BMW
                                       Fax: 714-524-2512
 Corporate Office                                                         Customer Service Center)
 Consumer Affairs Department                                              Fax: 201-930-8362
 1919 Torrance Blvd.                   Aston Martin, Jaguar     
 Torrance, CA 90501-2746               Landrover Premier Auto             Buick Division General
 310-783-2000                          Group                              Motors Corp.
 Toll free: 1-800-999-1009             Customer Relations Dept.           Customer Assistance Center
 Fax: 310-783-3273                     U.S. National Headquarters         PO Box 33136                         1 Premier Place                    Detroit, MI 48232-5136
                                       Irvine, CA 92618                   313-556-5000

80               Member of the Society of Consumer Affairs Professionals International, see page 45.
                                   Car Manufacturers
Toll free: 1-800-521-7300          Ferrari North America,              PO Box 20850
Toll free: 1-800-252-1112 (road-   Inc.                                Fountain Valley, CA 92728-0850
side assistance)                   Corporate Office                    714-965-3000
TDD toll free: 1-800-832-8425      250 Sylvan Ave.                     Toll free: 1-800-633-5151                      Englewood Cliffs, NJ 07632          Fax: 714-965-3861
                                   201-816-2600                        e-mail:
Cadillac Motor Car                                           
                                   Fax: 201-816-2626
                                   e-mail: administrative@fer-         Isuzu
Customer Assistance Center
PO Box 33169                                                           See: American Isuzu Motors,
Detroit, MI 48232-5169                                                 Inc.
Toll free: 1-800-458-8006          Ford Motor Company                  Jeep/Eagle Division of
Toll free: 1-800-882-1112 (road-   Customer Relationship Center
side assistance)                                                       Chrysler Corp.
                                   16800 Executive Plaza Dr.
TDD toll free: 1-800-833-2622                                          Customer Relations
                                   PO Box 6248                                                       PO Box 21-8004
                                   Dearborn, MI 48121
                                                                       Auburn Hills, MI 48321
                                   Toll free: 1-800-392-3673 (all
Chevrolet Motor                                                        Toll free: 1-800-992-1997
Division, General                  Toll free: 1-800-521-4140
                                                                       Fax: 248-512-8084
Motors Corp.                       (Lincoln and Merkur only)           Kia Motors America,
Customer Assistance Center         TDD toll free: 1-800-232-5952       Inc.
PO Box 33170             
                                                                       Consumer Assistance Center
Detroit, MI 48232-5170
                                   Ford Dispute                        PO Box 52410
Toll free: 1-800-222-1020
                                   Settlement Board                    Irvine, CA 92619-2410
Toll free: 1-800-243-8872 (road-
                                                                       Toll free: 1-800-333-4KIA
side assistance)                   PO Box 5120
                                                                       Fax: 949-470-2812
TDD toll free: 1-800-833-2438      Southfield MI 48086-5120
Fax: 313-556-5108                  Toll free: 1-800-428-3718                                                      Lexus
                                   General Motors
Daihatsu America, Inc.                                                 A Division of Toyota Motor
                                                                       Sales, U.S.A., Inc.
Consumer Affairs                   Corporate Affairs/Community
                                                                       Customer Satisfaction
Department                         Relations
28 Centerpointe Dr. Ste 120        100 Renaissance Center
                                                                       Mail Drop L203
La Palma, CA 90623                 Detroit, MI 48265
                                                                       19001 South Western Ave.
714-690-4700                       313-667-3800 or 313-556-5000
                                                                       Torrance, CA 90509-2732
Toll free: 1-800-777-7070
                                   GMC Division General                Toll free: 1-800-25 LEXUS
Fax: 714-690-4720
                                   Motors Corp.                        Fax: 310-468-2992
                                   Customer Assistance Center
Daimler Chrysler                   PO Box 33172                        Mazda Motors of
Motors Corp                        Detroit, MI 48232-5172              America, Inc.
See also: Jeep/Eagle               Toll free: 1-800-462-8782
                                                                       Mazda North American
Daimler Chrysler Customer          Toll free: 1-800-223-7799 (road-
Center                             side assistance)
                                                                       Customer Relations Manager
PO Box 21-8004                     TDD toll free: 1-800-462-8583
                                                                       Jamboree Plaza
Auburn Hills, MI 48321-8004
                                                                       4 Park Plaza, Suite 1250
Toll free: 1-800-992-1997
                                   Honda                               Irvine, CA 92614
Fax: 248-512-8084
                                   See: American Honda Motor           Toll free: 1-800-222-5500
                                   Co., Inc.                 

                                   Hyundai Motor America
                                   Consumer Affairs
                                   10550 Talbert Ave.

        Member of the Society of Consumer Affairs       Provided financial support for the publication
        Professionals International, see page 45.       of the Consumer Action Handbook.                 81
                                     Car Manufacturers
 Mercedes Benz of North              Pontiac Division,                   Subaru of America, Inc.
 America, Inc.                       General Motors Corp.                National Customer Service
 Mercedes Benz USA, Inc.             Customer Assistance Center          Center
 Customer Assistance Center          P.O. Box 33172                      Subaru Plaza, PO Box 6000
 3 Paragon Dr.                       Detroit, MI 48232-5172              Cherry Hill, NJ 08002
 Montvale, NJ 07645                  Toll free: 1-800-762-2737 (1-800-   856-488-8500
 Toll free: 1-800-222-0100           PM-CARES)                           Toll free: 1-800-782-2783
 Toll free: 1-800-367-6372 (1-800-   Toll free: 1-800-762-3743 (1-800-   Fax: 856-488-0485
 FOR-MERC)                           ROADSIDE)                 
 Fax: 201-476-6213                   TDD toll free: 1-800-833-7668
                                                                         Toyota Motor Sales             
                                                                         USA, Inc.
 Mitsubishi Motor Sales              Porsche Cars North                  Customer Assistance Center
 of America, Inc.                    America, Inc.                       Department H200
 Customer Relations                  Owner Relations                     19001 S. Western Avenue
 6400 Katella Ave.                   980 Hammond Dr,. Suite 1000         Torrance, CA 90509
 Cypress, CA 90630-0064              Atlanta, GA 30328                   310-468-4000
 Toll free: 1-800-MITSU-2000         770-290-3500                        Toll free: 1-800-331-4331            Toll free: 1-800-545-8039           TDD toll free: 1-800-443-4999
                                     Fax: 770-360-3711                   Fax: 310-468-7800
 Nissan North America                 
 Nissan North America, Inc.
 Consumer Affairs Group              Saab Cars USA, Inc.                 Volkswagen of America
 PO Box 191                          Customer Assistance Center          Customer Relations
 Gardena, CA 90248-0191              4405-A International Blvd.          Hills Corporate Center
 310-532-3111                        Norcross, GA 30093                  3499 West Hamlin Rd.
 Toll free: 1-800-647-7261 (all      770-279-0100                        Rochester Hills, MI 48309
 consumer inquiries)                 Toll free: 1-800-955-9007           Toll free: 1-800-DRIVE VW
 Fax: 310-771-2025                   Fax: 770-279-6499                   Toll free: 1-800-822-8987                             Fax: 248-340-4660
 Oldsmobile Division,                Saturn Corp., Division
 General Motors Corp.                of General Motors Corp.             Volvo Cars of North
 Customer Assistance                 Saturn Customer Assistance          America
 Network                             Center                              Corporate Office
 PO Box 33171                        100 Saturn Parkway                  Customer Service
 Detroit, MI 48232-5171              Spring Hill, TN 37174               PO Box 914
 Toll free: 1-800-442-6537           931-486-5050                        7 Volvo Drive, Building A
 Toll free: 1-800-535-6537 (road-    Toll free: 1-800-553-6000           Rockleigh, NJ 07647-0915
 side assistance)                    TDD toll free: 1-800-833-6000       Toll free: 1-800-458-1552
 TDD toll free: 1-800-833-6537       Fax: 931-486-5059                   Fax: 201-768-8695                    

 Peugeot Motors of                   Schuman Carriage
 America, Inc.                       Subaru
 Consumer Relations                  1234 South Beretania St.
 Overlook at Great Notch             P.O. Box 2420
 150 Clove Road                      Honolulu, HI 96804
 Little Falls, NJ 07424              808-592-4464
 973-812-4444                        Fax: 808-592-4494
 Toll free: 1-800-345-5545
 Fax: 973-812-2148
 e-mail: peugeot2@bellat-
          Member of the Society of Consumer Affairs        Provided financial support for the publication
82        Professionals International, see page 45.        of the Consumer Action Handbook.
           Automotive Dispute Resolution Programs

Center for Auto Safety (CAS)                   inquiries/disputes between accredited
1825 Connecticut Ave., NW Suite 330            shops and customers and offers informa-
Washington, DC 20009                           tion to consumers about how to locate a
202-328-7700, ext. 107                         repair shop, how to talk to a technician and                             how to gain satisfaction from auto repair
CAS advocates on behalf of consumers in        shops.
auto safety and quality, fuel efficiency,
                                               National Automobile Dealers
emissions, and related issues. For advice
on specific problems, CAS requests that        Association
consumers write a brief statement of the       8400 Westpark Dr.
problem or question; include the year, make,   McLean, VA 22102
model of the vehicle, and a stamped self-      703-821-7000
addressed envelope.                            Toll free: 1-800-252-6232
                                               Fax: 703-821-7075
BBB AUTO LINE                        
Council of Better Business Bureaus, Inc.       Third-party dispute resolution program
4200 Wilson Blvd., Suite 800                   administered through the National
Arlington, VA 22203-1838                       Automobile Dealers Association.
703-276-0100                                   Consumer information available on request.
Toll free: 1-800-955-5100
TDD/TTY: 703-276-1862                          National Institute for Automotive
Fax: 703-525-8277                              Service Excellence (ASE)
e-mail:                      101 Blue Seal Dr. SE, Suite 101                                    Leesburg, VA 20175
Third-party dispute resolution program for     703-669-6600
automobile manufacturers.            
                                               ASE is an independent, national nonprofit
International Association of                   organization founded in 1972 to help
Lemon Law Administrators                       improve the quality of automotive service
89 Annabessacook Dr.                           and repair through the voluntary testing and
Winthrop, ME 04364                             certification of automotive repair profes-
207-377-8752                                   sionals. More than 424,000 ASE-certified
Fax: 207-377-5992                              technicians work in dealerships, independ-
e-mail:                        ent repair shops, service stations, auto,             parts stores, fleets and schools. ASE pub-
This organization supports and promotes        lishes several consumer publications about
government agencies that administer motor      auto maintenance and repair.
vehicle warranty and related laws, through
the publication of a newsletter, consumer      RV Consumer Group
and industry education, and other intergov-    PO Box 520
ernmental activities.                          Quilcene, WA 98376
                                               Order Desk: 1-800-405-3325
Motorist Assurance Program                     e-mail:
7101 Wisconsin Ave, Suite 1200       
Bethesda, MD 20814                             The RV Consumer Group is a a nonprofit
301-634-4954 or 301-634-4955                   organization dedicated to the safety of
Fax: 202-318-0378                              recreational vehicles.It is not aligned or
e-mail:                       affiliated with the RV industry. The RV                               Consumer Group offers books and mem-
MAP accredits those auto repair shops that     berships to help consumers with the selec-
apply and follow industry developed stan-      tion of buying RVs.
dards for inspecting vehicles as well as
meet other requirements, handles

      State, County and City Consumer Protection Offices
 State, county and city consumer protection offices provide consumers with important services.
 They mediate complaints, conduct investigations, prosecute offenders of consumer laws, license
 and regulate a variety of professionals, promote strong consumer protection legislation, provide
 educational materials and advocate in the consumer interest.

 City and county consumer offices are familiar with local businesses, local ordinances and state
 laws. State offices, sometimes in a separate department of consumer affairs or the attorney
 general’s or governor’s office, are familiar with state laws and look for statewide patterns of
 problems. Consumer protection offices in the U.S. territories also are included. To save time, call
 the office before sending in a written complaint. Ask if the office handles the type of complaint
 you have or if complaint forms are provided. Many offices distribute consumer materials specifi-
 cally geared to state laws and local issues. Call to obtain available educational information on
 your problem. State, county and city jurisdictions also regulate banking, insurance, securities,
 utilities, and weights and measures. A listing of these offices starts on page 104.

 Also, many states and some cities and counties license or register members of professions such
 as doctors, lawyers and home improvement contractors, as well as certain types of businesses,
 including auto repair, debt collection and child day care. These boards issue rules and regula-
 tions, prepare and give examinations, issue, deny or revoke licenses, bring disciplinary actions,
 handle consumer complaints, and provide referral services or consumer education materials to
 help you select a professional or business.

 If you contact a licensing agency about a complaint, the agency will contact the professional on
 your behalf and might conduct an investigation and take disciplinary action, including probation,
 license suspension, or license revocation.

 To find an occupational or professional licensing board, check your local telephone directory
 for state, county and city listings under the profession or type of business. Your state or local
 consumer affairs office can also help you find the right agency.

 Alabama                           Arizona                             Tucson, AZ 85701
 County Offices                    State Offices                       520-628-6504
 Assistant Attorney General        Chief Counsel                       Toll free in AZ: 1-800-352-8431
 Office of the Attorney General    Consumer Protection and             Fax: 520-628-6532
 Consumer Affairs Section          Advocacy Section          
 11 South Union St.                Office of the Attorney General
 Montgomery, AL 36130              1275 West Washington St.            County Offices
 334-242-7335                      Phoenix, AZ 85007                   Cochise County Attorney’s
 Toll free in AL: 1-800-392-5658   602-542-3702                        Office               602-542-5763 (consumer infor-       Post Office Drawer CA
                                   mation and complaints)              Bisbee, AZ 85603
 Alaska                            Toll free in AZ: 1-800-352-8431     520-432-9377
 State Offices                     TDD: 602-542-5002                   Fax: 520-432-4280
 Consumer Protection Unit          Fax: 602-542-4579
 Office of the Attorney General                  County Attorney
 1031 West 4th Ave., Suite 200                                         Greenlee County Attorney’s
 Anchorage, AK 99501-5903          Assistant Attorney General          Office
 907-269-5100                      Office of the Attorney General      PO Box 1717
 Fax: 907-276-8554                 Consumer Protection                 Clifton, AZ 85533               400 West Congress South             928-865-4108
                                   Bldg., Suite 315                    Fax: 928-865-4665

     State, County and City Consumer Protection Offices
County Attorney                   County Attorney                     Toll free: 1-800-448-3014 Crime
Coconino County Attorney’s        Yavapai County Attorney’s           Victims Hotline)
Office                            Office                              501-682-1334 (Local Do
110 East Cherry Ave.              Yavapai County Courthouse           Not Call Program)
Flagstaff, AZ 86001               255 East Gurley                     Toll free: 1-877-866-8225 (In
928-779-6518                      Prescott, AZ 86301                  State Do Not Call Program)
Fax: 928-779-5618                 928-771-3344                        Toll free: 1-800-482-8982
                                  Fax: 928-771-3110                   TDD: 501-682-6073
Pinal County Attorney                                                 Fax: 501-682-8118
County Attorney’s Office          County Attorney                     e-mail:
PO Box 887                        Graham County Attorney’s  
Florence, AZ 85232                Office                    
520-868-6271                      Graham County Courthouse
Fax: 520-868-6521                 800 West Main                       Bermuda
                                  Safford, AZ 85546                   Inspector, Department of
County Attorney                   928-428-3620                        Consumer Affairs
Gila County Attorney’s Office     Fax: 928-428-7200                   Ingham and Wilkinson Bldg.
1400 East Ash St.                                                     129 Front Street
Globe, AZ 85501                   County Attorney                     Hamilton, Bermuda, BE HM 12
928-425-3231, ext. 298            Apache County Attorney’s            441-297-7627
Fax: 928-425-3720                 Office                              Fax: 441-295-6892
                                  PO Box 637                          e-mail:
County Attorney                   St. Johns, AZ 85936                 California
Navajo County Attorney’s          928-337-7560                        State Offices
Office                            Fax: 928-337-2427                   Acting Chief
PO Box 668                                                            Bureau of Automotive Repair
Holbrook, AZ 86025                County Attorney                     California Department of
928-524-4026                      Yuma County Attorney’s              Consumer Affairs
Fax: 928-524-4244                 Office                              10240 Systems Parkway
                                  168 South Second Ave.               Sacramento, CA 95827
County Attorney                   Yuma, AZ 85364                      916-255-4300
Mohave County Attorney’s          928-329-2270                        Toll free in CA: 1-800-952-5210
Office                            Fax: 928-329-2284                   TDD: 916-255-1369
315 North 4th St.                                           
P.O. Box 7000                     City Offices
Kingman, AZ 86402-7000            Deputy City Attorney
928-753-0719                      Consumer Affairs Division
                                                                      California Department of
Fax: 928-753-2669                 Tucson City Attorney’s Office
                                                                      Consumer Affairs
                                  1501 N. Oracle Annex
                                                                      400 R St., Suite 3000
County Attorney                   P.O. Box 27210
                                                                      Sacramento, CA 95814
Santa Cruz County Attorney’s      Tucson, AZ 85726-7210
Office                            520-791-4886
                                                                      916-445-2643 (Correspondence
2150 North Congress Dr.           Fax: 520-791-4991
                                                                      and Complaint Review Unit)
Suite 201                                                             Toll free in CA: 1-800-952-5210
Nogales, AZ 85621                 Arkansas
                                  State Offices                       TDD/TTY: 916-322-1700 or
520-375-7780                                                          1-800-326-2297
Fax: 520-761-7859                 Deputy Attorney General
                                  Consumer Protection Division
La Paz County Attorney            Office of the Attorney General
                                  323 Center St., Suite 200           Attorney General
County Attorney                                                       Office of the Attorney General
1320 Kofa Ave.                    Little Rock, AR 72201
                                  501-682-2007                        Public Inquiry Unit
Parker, AZ 85344                                                      P.O. Box 944255
928-669-6118                      501-682-2341 (Consumer
                                  Hotline)                            Sacramento, CA 94244-2550
Fax: 928-669-2019

         Provided financial support for the publication of the Consumer Action Handbook.            85
      State, County and City Consumer Protection Offices
 916-322-3360                      Deputy District Attorney       Fax: 619-531-4481
 Toll free in CA: 1-800-952-5225   Consumer Fraud Unit  
 TDD: 916-324-5564                 Stanislaus County District              Attorney’s Office              Consumer and Environmental
                                   PO Box 442                     Unit, San Francisco County
 County Offices                    Modesto, CA 95353-0442         District Attorney’s Office
 Supervising Deputy District       209-525-5550                   732 Brannan St.
 Attorney                          Fax: 209-525-5545              San Francisco, CA 94103
 Criminal Division                 415-551-9595 (public inquiries)
 Kern County District                                             Fax: 415-551-9504
 Attorney’s Office                 District Attorney    
 1215 Truxtun Ave., 3rd Floor      Consumer Affairs Division
 Bakersfield, CA 93301             Napa County District           Supervising Deputy District
 661-868-2350                      Attorney’s Office              Attorney
 Fax: 661-868-2135                 931 Parkway Mall, PO Box 720   Santa Clara County District
                                   Napa, CA 94559                 Attorney’s Consumer
 Deputy District Attorney          707-253-4211                   Protection Unit
 Consumer Affairs Unit             707-253-4059                   70 West Hedding St.
 Solano County Distict             Fax: 707-253-4041              West Wing, 4th Floor
 Attorney’s Office                                                San Jose, CA 95110
 600 Union Ave.                    Deputy in Charge               408-792-2880 (consumer pro-
 Fairfield, CA 94533               Consumer & Environmental       tection)
 707-421-6859                      Unit, San Mateo County         408-792-2881 (small claims
 707-421-6800                      District Attorney’s Office     advisory)
 Fax: 707-421-7986                 400 County Center, 3rd Floor   Fax: 408-279-8742
                                   Redwood City, CA 94063
 Senior Deputy District            650-363-4651                   sumer.html
 Business Affairs Unit             Supervising Deputy District    Director
 Fresno County District            Attorney                       Economic Crime Division
 Attorney’s Office                 Consumer and Environmental     Consumer Fraud Department
 1250 Van Ness Ave., 2nd Floor     Protection Division,           County Government Center
 Fresno, CA 93721                  Sacramento County District     1050 Monterey St., Room 235
 559-488-3836                      Attorney’s Office              San Luis Obispo, CA 93408
 559-488-3156                      PO Box 749                     805-781-5856
 Fax: 559-495-1315                 906 G Street, Ste. 700         Fax: 805-781-1173
                                   Sacramento, CA 95812-0749
 Director                          916-874-6174
 Los Angeles County                Fax: 916-874-7660              Consumer Protection Division
 Department of Consumer                                           Marin County District
 Affairs                           Monterey County District       Attorney’s Office
 500 West Temple St., Rm. B-96     Attorney                       Hall of Justice, Room 130
 Los Angeles, CA 90012-2706        Consumer Protection Division   3501 Civic Center Drive
 213-974-1452                      PO Box 1131                    San Rafael, CA 94903
 Fax: 213-687-0233                 Salinas, CA 93902              415-499-6495      831-755-5073                   Fax: 415-499-3719
                                   Fax: 831-755-5608              e-mail:
 Senior Deputy District                                 
 Attorney                          Division Chief       
 Contra Costa County District      San Diego County District      /index.cfm
 Attorney’s Office                 Attorney’s Office
 627 Ferry St.                     330 W. Broadway, Suite 700
 Martinez, CA 94553                San Diego, CA 92101
 925-646-4620                      619-531-4070
 Fax: 925-646-4683

    State, County and City Consumer Protection Offices
Mediation Coordinator           800 South Victoria Ave.         Fax: 310-395-6727
Marin County Mediation          Ventura, CA 93009               e-mail: consumers@ci.santa-
Services                        805-654-3110          
4 Jeannette Prandi Way          Fax: 805-648-9255     
San Rafael, CA 94903              /consumer_protection/
Fax: 415-499-3673               Consumer Fraud and              Colorado
                                Environmental Prosecution       State Offices
Senior Deputy District          Unit, Tulare County District    Consumer Protection Division
Attorney                        Attorney’s Office               Colorado Attorney General’s
Consumer Protection Unit        221 S. Mooney Blvd., Rm. 224    Office
Santa Barbara County District   Visalia, CA 93291               1525 Sherman St., 5th Floor
Attorney’s Office               559-733-6411                    Denver, CO 80203-1760
1105 Santa Barbara St.          Fax: 559-730-2658               303-866-5079
Santa Barbara, CA 93101                                         Toll free: 1-800-222-4444
805-568-2300                    Supervising Deputy District     Fax: 303-866-5443
Fax: 805-568-2398               Attorney
                                                                County Offices
                                                                Chief Deputy District
Coordinator                     Protection Unit
Division of Consumer Affairs    Orange County District
                                                                Economic Crime Division
Santa Cruz County District      Attorney’s Office
                                                                El Paso and Teller Counties
Attorney’s Office               401 Civic Center Dr.
                                                                District Attorney’s Office
701 Ocean St., Room 200         West Santana, CA 92701
                                                                105 East Vermijo, Suite 205
Santa Cruz, CA 95060            714-347-8706
                                                                Colorado Springs, CO 80903-
831-454-2050                    Fax: 714-568-1250
TDD/TTY: 831-454-2123
Fax: 831-454-2920               City Offices
                                Supervising Deputy City         Fax: 719-520-6006
e-mail: dat155@co.santa-
                                Attorney                        e-mail: david_zook@co.el-
                                Consumer Protection Division
                                Los Angeles City Attorney’s
                                Office                          DistrictAttorney/default.asp
Supervising Deputy District
Attorney                        200 North Main St.
                                1600 City Hall East             Chief Deputy District
San Joaquin County District
                                Los Angeles, CA 90012           Attorney
Attorney’s Office, Consumer
                                213-485-4515                    Denver District Attorney’s
Affairs Prosecution Unit
                                Fax: 213-847-0402               Economic Crimes Unit
222 East Weber, Room 412
                                e-mail:   303 West Colfax Ave., Ste 1300
P.O. Box 990
                                                                Denver, CO 80204
Stockton, CA 95202
                                Head Deputy City Attorney       720-913-9179
                                Consumer and Environmental      TDD/TTY: 720-913-9182
Fax: 209-468-0314
                                Protection Unit, San Diego      Fax: 720-913-9177
                                City Attorney’s Office
District Attorney
Mendocino County District       1200 Third Ave., Suite 700
                                San Diego, CA 92101-4106        District Attorney
Attorney’s Office
                                619-533-5600                    Archuleta, LaPlata and San
PO Box 1000
                          Juan Counties District
Ukiah, CA 95482
                                                                Attorney’s Office
                                Deputy City Attorney            PO Drawer 3455
Fax: 707-463-4687
                                Consumer Protection and Fair    Durango, CO 81302
                                Housing                         970-247-8850
                                1685 Main St., Room 310         Fax: 970-259-0200
Consumer Mediation Section
Ventura County District         Santa Monica, CA 90401
Attorney’s Office               310-458-8336

      State, County and City Consumer Protection Offices
 District Attorney                 District of Columbia               The Capitol, Suite PL01
 Weld County District              District of Columbia Offices       Tallahassee, FL 32399-1050
 Attorney’s Office                 Senior Counsel                     850-414-3300
 PO Box 1167                       Office of the Corporation          Fax: 850-488-4483
 Greeley, CO 80632                 Counsel
 970-356-4010                      441 4th St. NW, Suite 450-N        County Offices
 Fax: 970-352-8023                 Washington, DC 20001               Director
                                   202-442-9828 (consumer hot-        Pinellas County Office of
 District Attorney                 line)                              Consumer Protection
 Pueblo County District            Fax: 202-727-6546                  15251 Roosevelt Blvd., Ste. 209
 Attorney’s Office                                                    Clearwater, FL 33760
 201 West 8th St., Suite 801       Florida                            727-464-6200
 Pueblo, CO 81003                  State Offices                      TDD/TTY: 727-464-6088
 719-583-6030                      Chief of Multi-State Litigation    Fax: 727-464-6129
 Fax: 719-583-6666                 Consumer Litigation Section
                                   110 SE 6th St.
 Connecticut                       Fort Lauderdale, FL 33301          Director
 State Offices                     954-712-4600                       Broward County Consumer
 Commissioner                      Fax: 954-712-4706                  Affairs Division
 Department of Consumer                                               115 S. Andrews Ave., A460
 Protection                        Assistant Deputy Attorney          Fort Lauderdale, FL 33301
 165 Capitol Ave.                  General                            954-765-5350, ext. 232
 Hartford, CT 06106                Economic Crimes Division           Fax: 954-765-5309
 860-713-6300                      Office of the Attorney General     e-mail:
 Toll free in CT: 1-800-842-2649   110 SE 6th St., 10th Floor
 Fax: 860-713-7239                 Fort Lauderdale, FL 33301               954-712-4600                       Director
                                   Fax: 954-712-4700                  Consumer Services
 City Offices                             Department
 Director of Consumer                                                 Miami-Dade County
 Protection                        Assistant Attorney General         140 West Flagler St., Suite 903
 City of Middletown                Economic Crimes Division           Miami, FL 33130
 245 DeKoven Dr.                   Office of the Attorney General     305-375-3677 (Consumer
 PO Box 1300                       135 West Central Blvd., 10th Fl.   Hotline)
 Middletown, CT 06457-1300         Century Plaza, Ste. 1000           TDD/TTY: 305-375-4177
 860-344-3491                      Orlando, FL 32801                  Fax: 305-375-4120
 TDD: 860-344-3521                 407-999-5588                       e-mail: consumer@miami-
 Fax: 860-344-3561                 Fax: 407-245-0365        
 e-mail: phil.cacciola@city-                                                   Director of Division Consumer
                                   Services                           Chief, Assistant State
                                   Department of Agriculture &        Attorney, Dade County
 State Offices
                                   Consumer Services                  Economic Crime Unit
                                   Terry L. Rhoads Building           Office of the State Attorney
 Fraud and Consumer
                                   2005 Apalachee                     1350 NW 12th Ave.
 Protection Division
                                   Tallahassee, FL 32399              5th Floor, Graham Building
 Office of the Attorney General
                                   850-922-2966                       Miami, FL 33136-2111
 820 North French St., 5th Floor
                                   Toll free in FL: 1-800-435-7352    305-547-0671
 Wilmington, DE 19801
                                   Fax: 850-410-3839                  Fax: 305- 547-0717
 Toll free in DE: 1-800-220-5424
 Fax: 302-577-6499                                                    Investigator
                                   Assistant Deputy Attorney          Pasco County Consumer
                                   General                            Affairs Division
                                   Economic Crimes Division           7530 Little Road
                                   Office of the Attorney General

     State, County and City Consumer Protection Offices
New Port Richey, FL 34654           2002 North Lois Ave., Suite 520   650 West State St.
727-847-8106                        Tampa, FL 33607                   Boise, ID 83720-0010
352-521-5179                        813-801-0600                      208-334-2424
Fax: 727-847-8191                   Fax: 813-871-7262                 Toll free in ID: 1-800-432-3545
                                                                      Fax: 208-334-2830
Chief Investigator                  Georgia                 
Orange County Consumer              State Offices
Fraud Unit                          Administrator, Governor’s         Illinois
415 North Orange Ave.               Office of Consumer Affairs        State Offices
P.O. Box 1673                       2 Martin Luther King, Jr. Dr.     Office of the Attorney General
Orlando, FL 32802                   Suite 356                         1001 East Main St.
407-836-2490                        Atlanta, GA 30334                 Carbondale, IL 62901
Fax: 407-836-2376                   404-656-3790                      618-529-6400
e-mail:          Toll free in GA (outside          Toll free in IL: 1-800-243-0607              Atlanta area): 1-800-869-1123     (consumer hotline serving
                                    Fax: 404-651-9018                 southern Illinois)
Administrator Consumer                TDD: 618-529-0607
Protection Agency                                                     Fax: 618-529-6416
Hillsborough County                 State Offices
Consumer Protection Agency                                            Bureau Chief
                                    Investigator, Office of           Consumer Fraud Bureau
8900 N. Armenia Ave., Ste. 226      Consumer Protection,
Tampa, FL 33604-1067                                                  100 West Randolph, 12th Floor
                                    Department of Commerce and        Chicago, IL 60601
813-903-3430                        Consumer Affairs
Fax: 813-903-3432                                                     312-814-3580
                                    345 Kekuanaoa St., Rm. 12         Toll free in IL: 1-800-386-5438          Hilo, HI 96720                    TDD: 312-814-3374
                                    808-933-0910                      Fax: 312-814-2549 or 312-814-
Director                            Fax: 808-933-8845
Palm Beach County Division                                            3806
of Consumer Affairs                                         
                                    Executive Director
50 South Military Trail, Ste. 201   Office of Consumer
West Palm Beach, FL 33415                                             Chief
                                    Protection, Department of         Consumer Protection Division
561-233-4820                        Commerce and Consumer
Toll free: 1-800-930-5124 (Palm                                       of the Attorney General Office
                                    Affairs                           100 West Randolph, 12th Floor
Beach County)                       235 S. Beretania St., Rm. 801
Fax: 561-233-4838                                                     Chicago, IL 60601
                                    Honolulu, HI 96813                312-814-3000
e-mail: consumer@co.palm-           808-586-2636                                                           TDD: 312-793-2852
                                    Fax: 808-586-2640                 Fax: 312-814-2593
City Offices                                                
                                    Investigator, Office of
Chief of Consumer Affairs           Consumer Protection
City of Jacksonville Division                                         Governor’s Office of Citizens
                                    Deptartment of Commerce           Assistance
of Consumer Affairs                 and Consumer Affairs
St. James Building                                                    222 South College Room 106
                                    1063 Lower Main St., Ste. C-216   Springfield, IL 62706
117 West Duval St., Ste. M-100      Wailuku, HI 96793
Jacksonville, FL 32202                                                217-782-0244
                                    808-984-8244                      Toll free in IL: 1-800-642-3112
904-630-3467                        Fax: 808-243-5807
Fax: 904-630-3458                                                     Fax: 217-524-4049
nsumer.htm                          Idaho
                                                                      County Offices
                                    State Offices
Assistant Attorney General                                            Supervisor
                                    Deputy Attorney General
Economic Crimes Division                                              Cook County State Attorney’s
                                    Consumer Protection Unit
Office of the Attorney General                                        Office
                                    Idaho Attorney General’s
Westwood Center                                                       Consumer Fraud Division

      State, County and City Consumer Protection Offices
 69 West Washington, Suite 700      Indiana Government Center         County Offices
 Chicago, IL 60602                  South                             Johnson County District
 312-603-8700                       402 W. Washington St., 5th Fl.    Attorney’s Office
                                    Indianapolis, IN 46204            Consumer Protection Division
 State’s Attorney                   317-232-6201                      Johnson County Courthouse
 Madison County Office of           Toll free in IN: 1-800-382-5516   100 North Kansas Ave.
 State’s Attorney                   (Consumer Hotline)                Olathe, KS 66061
 157 North Main St., Suite 402      Fax: 317-232-7979                 913-715-3003
 Edwardsville, IL 62025           Fax: 913-715-3040
 Fax: 618-656-7312                  County Offices                    Deputy District Attorney
                                    Marion County Prosecuting         Office of the District Attorney
 Bureau Chief of Consumer           Attorney                          Consumer Fraud & Economic
 Fraud                              Marrion County Prosecuting        Crime Division
 Department of Consumer             Attorney’s Office                 535 North Main St., 1st Floor
 Affairs serving Central Illinois   560 City-County Building          Wichita, KS 67203-3747
 Office of the Attorney General     200 East Washington Street        316-383-7921
 500 South Second St.               Indianapolis, IN 46204-3363       Toll free in KS: 1-800-432-2310
 Springfield, IL 62706              317-327-3892                      Fax: 316-383-4669
 217-782-1090                       TDD/TTY: 317-327-5186             e-mail:
 Toll free in IL: 1-800-243-0618    Fax: 317-327-5409       
 Fax: 217-782-1097
 e-mail:                            Iowa                              State Offices
                                    State Offices                     Director
                                    Assistant Attorney General        Consumer Protection Division
                                    Consumer Protection Division      Office of the Attorney General
 City Offices                       Office of the Attorney General    1024 Capital Center Dr.
 Commissioner                       Director of Consumer              Frankfort, KY 40601
 Chicago Department of              Protection Division               502-696-5389
 Consumer Services                  1300 East Walnut St., 2nd Floor   Toll free in KY: 1-888-432-9257
 121 North LaSalle St., Rm. 808     Des Moines, IA 50319              Fax: 502-573-8317
 Chicago, IL 60602                  515-281-5926                      e-mail: consumerprotection
 312-744-4006                       Fax: 515-281-6771       
 TDD: 312-744-9385                  e-mail:                 
 Fax: 312-744-9089               Assistant Attorney General
 vices/                                                               Consumer Protection Division
                                    Kansas                            Office of the Attorney General
                                    State Offices                     9001 Shelbyville Road, Suite 3
 Administrator                      Deputy Attorney General
 City of Des Plaines Consumer                                         Louisville, KY 40222
                                    Consumer Protection Division      502-425-4825
 Protection Office                  Office of the Attorney General
 City of Des Plaines                                                  Fax: 502-573-8317
                                    120 SW 10th, 4th Floor
 1420 Miner St.                     Topeka, KS 66612-1597             Louisiana
 Des Plaines, IL 60016              785-296-3751                      State Offices
 847-391-5006                       Toll free in KS: 1-800-432-2310   Chief
 Fax: 847-391-5378                  TDD/TTY: 785-291-3767             Consumer Protection Section
 e-mail:        Fax: 785-291-3699                 Office of the Attorney General
 Indiana                            e-mail:         301 Main St,. Suite 1250
                                     Baton Rouge, LA 70801
 State Offices
 Chief Counsel and Director                                           Toll free nationwide: 1-800-
 Consumer Protection Division                                         351-4889
 Office of the Attorney General                                       Fax: 225-342-9637

     State, County and City Consumer Protection Offices
County Offices                    e-mail:                          Massachusetts
Consumer Protection Section         State Offices
Jefferson Parish District         Director, Executive Office of
Attorney                          sumer                            Consumer Affairs and
200 Derbigny St.                                                   Business Regulation
5th Floor Courthouse Annex        Manager                          10 Park Plaza, Room 5170
Gretna, LA 70053                  Business Licensing &             Boston, MA 02116
504-368-1020                      Consumer Service                 617-973-8700 (general info.)
Fax: 504-368-4562                 Motor Vehicle Administration     617-973-8787 (consumer hot-
                                  6601 Ritchie Highway, NE         line)
Maine                             Glen Burnie, MD 21062            Toll free in MA 1-888-283-3757
State Offices                     410-768-7248                     TDD/TTY: 617-973-8790
Director                          Fax: 410-768-7602                Fax: 617-973-8798
Office of Consumer Credit
Regulation                        Regional Offices       
35 State House Station            Administrator          
Augusta, ME 04333-0035            Maryland Attorney General’s
207-624-8527                      Office                           Attorney General
Toll free in ME: 1-800-332-8529   Consumer Protection Division     Consumer Protection and
TDD/TTY: 207-624-8563             138 East Antietam St, Ste 210    Antitrust Division
Fax: 207-582-7699                 Hagerstown, MD 21740-5684        Office of the Attorney General            301-791-4780                     200 Portland St.
                                  410-576-6372                     Boston, MA 02114
Division Chief                    Fax: 301-791-7178                617-727-8400 The Consumer
Public Protection Division
                                                                   Hotline – information and
Office of the Attorney General    Consumer Affairs Specialist      referral to city and local con-
6 State House Station             Eastern Shore Branch Office      sumer offices (listed below)
Augusta, ME 04333-0006            Consumer Protection Division     that work in conjunction with
207-626-8800                      Office of the Attorney General   the Department of the
                                  201 Baptist St., Suite 30        Attorney General
Maine Attorney General’s          Salisbury, MD 21801-4976         Fax: 617-727-3265
Consumer Mediation Sevice         410-543-6620           
6 State House Station             Fax: 410-543-6642
Augusta, ME 04333                     Regional Offices
                                                                   Western Massachusetts                County Offices                   Division
Maryland                          Administrator                    1350 Main Street
State Offices
                                  Howard County Office of          Springfield, MA 01103
Chief                             Consumer Affairs                 413-784-1240
Consumer Protection Division      6751 Columbia Gateway Dr.        Fax: 413-784-1244
Office of the Attorney General    Columbia, MD 21046
200 Saint Paul Place, 16th Fl.    410-313-6420                     Central Massachusetts
Baltimore, MD 21202-2021          Fax: 410-313-6453                Division
410-528-8662 (consumer com-       e-mail:      One Exchange Place
plaint hotline)                                                    Worcester, MA 01608
410-576-6550 (consumer infor-     Division Chief                   508-792-7600
mation)                           Montgomery County Division       Fax: 508-795-1991
410-528-1840 (health advocacy     of Consumer Affairs
unit)                             100 Maryland Ave., Suite 330     Southeastern Massachusetts
TDD: 410-576-6372 (Maryland       Rockville, MD 20850              Division
only)                             240-777-3636                     105 Williams Street
Fax: 410-576-7040                 TDD: 240-777-3679                New Bedford, MA 02740
                                  Fax: 240-777-3768                508-990-9700
                                      Fax: 508-990-8686

     State, County and City Consumer Protection Offices
 City and Local Offices         Greater Lawrence Community     Mayor’s Office of Consumer
 Mayor’s Office of Consumer     Action Council, Inc.           Information
 Affairs and Licensing          Consumer Protection            City of Springfield
 Boston City Hall, Room 817     Program                        1600 E. Columbus Ave.
 Boston, MA 02201               350 Essex St.                  Springfield, MA 01103
 617-635-3834                   Lawrence, MA 08140             413-787-6437
 617-635-4165                   978-681-4990                   Fax: 413-787-7781
 Fax: 617-635-4174              Fax: 978-681-4949     Consumer Council of
 sumeraffairs                                                  Worcester County
                                Middlesex Community College    484 Main St., 2nd Floor
 Cambridge Consumers’           Law Center                     Worcester, MA 01608-1690
 Council                        Local Consumer Program         508-754-1176
 831 Massachusetts Ave.         33 Kearney Square Room 117     Fax: 508-754-0203
 Cambridge, MA 02139            Lowell, MA 01852
 617-349-6150                   978-656-3342                   Bentley Consumer Action Line
 Fax: 617-349-6148              Fax: 978-656-3339              Bentley College, Lindsey Hall                                    175 Forest Street
 nsumer                         Consumer Assistance Office -   Waltham, MA 02454
                                Metro West, Inc.               781-891-2478
 Fall River Consumer Program    209 West Central St.           Toll free: 1-800-273-9454
 One Government Center          Natick, MA 01760               (serving Brockton, MA resi-
 Fall River, MA 02722           508-651-8812                   dents)
 508-324-2672                   Fax: 508-647-0661
 Fax: 508-324-2626                                             Michigan
                                Newton-Brookline Consumer      State Offices
 Consumer Protection Division   Office                         Assistant in Charge
 North Western District         Newton City Hall               Consumer Protection Division
 Attorney’s Office              1000 Commonwealth Ave.         Office of Attorney General
 13 Conway St.                  Newton, MA 02465               PO Box 30213
 Greenfield, MA 01301           617-796-1287                   Lansing, MI 48909
 413-774-5102                                                  517-373-1140 (complaint infor-
 Fax: 413-773-3278              Mass PIRG Consumer Action      mation)
                                Center                         517-373-1110
 Consumer Protection            182 Green St.                  Fax: 517-241-3771
 Program                        North Weymouth, MA 02191
 Haverhill Community Action,    781-335-0280                   Director, Bureau of
 Inc.                           Fax: 781-340-3991              Automotive Regulation
 25 Locust St.                                                 Michigan Department of State
 Haverhill, MA 01830            Berkshire County Consumer      Lansing, MI 48918-1200
 978-373-1971                   Advocates, Inc.                517-373-4777
 Fax: 978-373-8966              150 North St.                  Toll free in MI: 1-800-292-4204
                                Pittsfield, MA 01201           Fax: 517-373-0964
 Consumer Assistance            413-443-9128
 Council, Inc.                  Fax: 413-496-9225              County Offices
 149 Main St.                                                  Chief Investigator
 Hyannis, MA 02601              South Shore Community          Bay County Consumer
 508-771-0700                   Action Council, Inc.           Protection Unit
 Fax: 508-771-3011              265 South Meadow Road          1230 Washington - Courthouse        Plymouth, MA 02360             Bay City, MI 48707-5994
                                508-747-7575 x226              517-895-4139
                                Fax: 508-746-5140              Fax: 517-895-4167

     State, County and City Consumer Protection Offices
Director                             City Offices                      Montana
Consumer Protection                  Director                          State Offices
Department, Office of the            Division of Licenses &            Chief Legal Counsel
Prosecuting Attorney                 Consumer Services                 Consumer Affairs Unit
Macomb County                        Minneapolis Department of         Department of Administration
Administration Bldg.                 Regulatory Services               1424 Ninth Ave.
One South Main Street 3rd Fl.        City Hall, Room 1C                Box 200501
Mt. Clemens, MI 48043                350 South 5th Street              Helena, MT 59620-0501
810-469-5600 or 810-469-5350         Minneapolis, MN 55415             406-444-4312 (Misc.)
Fax: 810-469-5609                    612-673-2080                      406-444-9405 (Telemarketing)
                                     TDD/TTY: 612-673-3300/3360        406-444-1588 (Automotive)
City Offices                         Fax: 612-673-3399                 Fax: 406-444-2903
Director                             e-mail:
City of Detroit Consumer   
Affairs Department                   Nebraska
65 Cadillac Square, Suite 1600                                         State Offices
Detroit, MI 48226                    Mississippi                       Assistant Attorney General
313-224-3508                         State Offices                     Department of Justice
313-224-6995 (complaints)            Director                          2115 State Capitol
Fax: 313-224-2796                    Consumer Protection Division      PO Box 98920
e-mail:                              of the Mississippi Attorney       Lincoln, NE 68509   General’s Office                  402-471-2682                 P.O. Box 22947                    Toll free in NE: 1-800-727-6432
                                     Jackson, MS 39225-2947            Fax: 402-471-0006
Minnesota                            601-359-4230            
State Offices                        Toll free in MS: 1-800-281-4418
Manager                              Fax: 601-359-4231                 Nevada
Consumer Services Division                State Offices
Minnesota Attorney General’s                                           Commissioner
Office                               Director                          Nevada Consumer Affairs
1400 NCL Tower                       Bureau of Regulatory Services     Division
445 Minnesota Street                 Department of Agriculture         1850 East Sahara, Suite 101
St. Paul, MN 55101                   and Commerce                      Las Vegas, NV 89104
612-296-3353                         121 North Jefferson St.           702-486-7355
Toll free: 1-800-657-3787            PO Box 1609                       Toll free: 1-800-326-5202
Fax: 612-282-5801                    Jackson, MS 39201                 TDD: 702-486-7901
e-mail:                              601-359-1111                      Fax: 702-486-7371              Fax: 601-354-6502                 e-mail:    

County Offices                       Missouri                          Bureau of Consumer
Director, Citizens Info Hotline      State Offices                     Protection
Hennepin County Citizen              Deputy Chief Counsel              555 E. Washington Ave., Ste.
Information Hotline, Office of       Consumer Protection and           3900
Hennepin County Attorney             Trade Offense Division            Las Vegas, NV 89101
C-2000 County Government             PO Box 899                        702-486-3420
Center                               1530 Rax Court
Minneapolis, MN 55487                Jefferson City, MO 65102          Deputy Chief Investigator
612-348-4528                         573-751-6887 or 573-751-3321      Consumer Affairs Division
TDD/TTY: 612-348-6015                Toll free in MO: 1-800-392-8222   Department of Business and
Fax: 612-348-9712                    TDD/TTY toll free in MO: 1-       Industry
e-mail: citizeninfo@hen-             800-729-8668                      4600 Kietzke Lane                          Fax: 573-751-7948                 Building B, Suite 113          e-mail:                           Reno, NV 89502
      State, County and City Consumer Protection Offices
 775-688-1800                      e-mail:          Director
 Toll free in NV: 1-800-326-5202                         Hudson County Division of
 TDD: 775-486-7901                      Consumer Affairs
 Fax: 702-688-1803                                                   595 Newark Ave.
                                   Director                          Jersey City, NJ 07306
 New Hampshire                     Department of Consumer            201-795-6295 or 201-795-6163
 State Offices                     Affairs & Weight & Measures       Fax: 201-795-6462
 Consumer Protection and           Cumberland County
 Antitrust Bureau                  788 East Commerce St.             Director/Superintendent
 New Hampshire Attorney            Bridgeton, NJ 08302               Burlington County Office of
 General’s Office                  856-453-2203                      Consumer Affairs/Weights
 33 Capitol St.                    Fax: 856-453-2206                 and Measures
 Concord, NH 03301                 e-mail: louismo@co.cumber-        49 Rancocas Road
 603-271-3641                                    P.O. Box 6000
 TDD toll free: 1-800-735-2964                                       Mount Holly, NJ 08060
 Fax: 603-271-2110                 Director/Superintendent           609-265-5098 (Weights and       Cape May County Consumer          Measures)
 mer/cpb.html                      Affairs Weights and Measures      609-265-5054 (Consumer
 New Jersey                        4 Moore Road                      Affairs)
 State Offices                     Cape May Court House, NJ          Fax: 609-265-5065
 Department of Law and Public      08210
 Safety                            609-463-6475                      Director
 Division of Consumer Affairs      Fax: 609-465-4639                 Division of Consumer Affairs
 PO Box 45025                      e-mail: mbrogan@co.cape-          Somerset County
 Newark, NJ 07101                                 PO Box 3000
 973-504-6200                                                        Somerville, NJ 08876-1262
 Toll free: 1-800-242-5846         Senior Investigator               908-231-7000, ext. 7400
 e-mail:                           Essex County Division of          Fax: 908-429-0670
 askconsumeraffairs@smtp.lps       Consumer Action/Consumer          e-mail:                      Services                          consumeraffairs@co.somer-   50 South Clinton St., Ste. 3201
                                   East Orange, NJ 07018   
 County Offices                    973-395-8350
 Director                          Fax: 973-395-8433                 Director
 Atlantic County Division of                                         Ocean County Department of
 Consumer Affairs                  Office of Consumer Affairs        Consumer Affairs/Weights
 1333 Atlantic Ave., 8th Floor     County of Hunterdon               and Measures
 Atlantic City, NJ 08401           PO Box 2900                       1027 Hooper Ave., PO Box 2191
 609-343-2376                      Flemington, NJ 08822              Toms River, NJ 08754-2191
 609-345-6700                      908-806-5174                      732-929-2105
 Fax: 609-343-2322                 Fax: 908-806-4236                 Toll free in NJ: 1-800-722-0291,          e-mail:                           ext. 2105
 pages/conshome.htm             Fax: 732-506-5330

 Director/Superintendent           Director                          Division Chief
 Camden County Office of           Monmouth County                   Mercer County Consumer
 Consumer Protection/Weights       Department of Consumer            Affairs
 and Measures                      Affairs                           640 South Broad St., Rm. 404
 Jefferson House                   50 East Main St., PO Box 1255     PO Box 8068
 Lakeland Road                     Freehold, NJ 07728-1255           Trenton, NJ 08650-0068
 Blackwood, NJ 08012               732-431-7900                      609-989-6671
 609-374-6161 or 609-374-6001      Fax: 732-845-2037                 Fax: 609-989-6670
 Toll free in NJ: 1-800-999-9045
 Fax: 609-232-0748

     State, County and City Consumer Protection Offices
Superintendent                  Director                        Town Attorney
County of Passaic, Dept of      Middlesex Borough Consumer      Secaucus Department of
Law and Public Safety           Affairs                         Consumer Affairs
Div of Weights and Measures -   1200 Mountain Ave.              Municipal Government Center
1310 Route 23 North             Middlesex, NJ 08846             1203 Patterson Plank Road
Wayne, NJ 07470                 732-356-8090, ext. 250          Secaucus, NJ 07094
973-305-5750 (Weights &         Fax: 732-356-7954               201-330-2008
973-305-5881 (Consumer          Director                        Director
Protection)                     Mountainside Consumer           Consumer Affairs Office
Fax: 973-628-1796               Affairs                         1976 Morris Ave.
e-mail:        1455 Coles Ave.                 Union, NJ 07083
                                Mountainside, NJ 07092          908-851-5458 or 908-851-8501
Director                        908-232-6600
Union County Division of                                        Director
Consumer Affairs                Deputy Mayor                    Wayne Township Consumer
300 North Ave., East            Director Consumer Affairs       Affairs
PO Box 186                      Township of North Bergen        475 Valley Road
Westfield, NJ 07091             Municipal Building              Wayne, NJ 07470
908-654-9840                    4233 Kennedy Blvd.              201-694-1800, ext. 3290
Fax: 908-654-3082               North Bergen, NJ 07047
e-mail: fpeterson@unioncoun-    201-392-2157 (community serv-   Director                        ice)                            Weehawken Consumer Affairs           201-330-7291 (consumer pro-     400 Park Ave.
                                tection)                        Weehawken, NJ 07087
Director                        Fax: 201-392-8551               201-319-6005
Gloucester County,                                              Fax: 201-319-0112
Department of Consumer          Director
Protection/Weights and          Nutley Consumer Affairs         Director
Measures                        Public Affairs Building         Woodbridge Consumer Affairs
152 North Broad St.             149 Chestnut St.                Woodbridge Township
PO Box 337                      Nutley, NJ 07110                Municipal Building
Woodbury, NJ 08096              973-284-4975                    One Main Street
856-853-3349                    Fax: 973-661-9411               Woodbridge, NJ 07095
856-853-3350                                                    732-602-6058
TDD: 856-848-6616               Consumer Affairs Investigator   Fax: 732-602-6016
Fax: 609-853-6813               Perth Amboy Consumer
e-mail: jsilvest@co.glouces-    Affairs                         New Mexico                       Office of Social Services       State Offices
                                Fayette and Read Streets        Director
City Offices                    Perth Amboy, NJ 08861           Consumer Protection Division
Director,                       732-826-4300                    Office of the Attorney General
Livingston Consumer Affairs                                     PO Drawer 1508, 407 Galisteo
357 South Livingston Ave.       Director                        Santa Fe, NM 87504-1508
Livingston, NJ 07039            Plainfield Action Services      505-827-6060
973-535-7976                    City Hall Annex                 Toll free in NM: 1-800-678-1508
                                510 Watchung Avenue             Fax: 505-827-6685
Director                        Plainfield, NJ 07060  
Maywood Consumer Affairs        908-753-3519                    New York
Bourough of Maywood             Fax: 908-753-3540               State Offices
459 Maywood Ave.                                                Bureau Chief
Maywood, NJ 07607                                               Bureau of Consumer Frauds
201-845-5749 or 201-845-5749                                    and Protection
                                                                Office of the Attorney General

      State, County and City Consumer Protection Offices
 State Capitol                     Assistant Attorney General in      300 Motor Parkway, Suite 205
 Albany, NY 12224                  Charge                             Hauppauge, NY 11788
 518-474-5481                      Consumer Fraud and                 631-231-2401
 Toll free in NY: 1-800-771-7755   Protection Bureau                  Fax: 631-435-4757
 (hotline)                         New York State Office of the
 Fax: 518-474-3618                 Attorney General                   Assistant Attorney General               Westchester Regional Office        Poughkeepsie Regional Office
                                   101 East Post Road                 New York State Office of the
 Chairperson and Executive         White Plains, NY 10601-5008        Attorney General
 Director                          914-422-8755                       235 Main St.
 New York State Consumer           Fax: 914-422-8706                  Poughkeepsie, NY 12601
 Protection Board                                                     914-485-3920
 5 Empire State Plaza, Ste. 2101   Regional Offices                   Toll free: 1-800-771-7755
 Albany, NY 12223-1556             Assistant Attorney General         TDD/TTY Toll free: 1-800-788-
 518-474-3514                      Binghamton Regional Office         9898
 518-474-8583 (capitol region)     New York State Office of the       Fax: 914-452-3303
 Toll free: 1-800-697-1220         Attorney General         
 Fax: 518-474-2474                 State Office Building -17th Fl.,
 e-mail: donna.ned@con-            44 Hawley St.                      Assistant Attorney General in                 Binghamton, NY 13901-4433          Charge          607-721-8771                       Rochester Regional Office
                                   Toll free: 1-800-771-7755          Office of the Attorney General
 Deputy Bureau Chief               Fax: 607-721-8789                  144 Exchange Blvd., 2nd Floor
 Consumer Frauds and               e-mail:                            Rochester, NY 14614
 Protection Bureau             716-546-7430
 Office of the Attorney General                Toll free: 1-800-771-7755
 120 Broadway, 3rd Fl.                                                TDD: 716-327-3249
 New York, NY 10271                Assistant Attorney General in      Fax: 716-546-7514
 212-416-8300                      Charge                             e-mail:
 Toll free: 1-800-771-7755         Brooklyn Regional Office 
 Fax: 212-416-6003                 New York State Office of the
                                   Attorney General
 Assistant Attorney General in     Consumer Fraud Bureau              Assistant Attorney General in
 Charge, Consumer Fraud and        55 Hanson Place, Room 732          Charge
 Protection Bureau                 Brooklyn, NY 11217                 Syracuse Regional Office
 New York State Office of the      718-722-3949                       Office of the Attorney General
 Attorney General                  Fax: 718-722-3951                  615 Erie Blvd. West, Suite 102
 Harlem Regional Office                                               Syracuse, NY 13204-2465
 163 West 125th St.                Assistant Attorney General in      315-448-4848
 New York, NY 10027-8201           Charge                             Fax: 315-448-4851
 212-961-4475                      Buffalo Regional Office
 Fax: 212-961-4003                 New York State Office of the       Assistant Attorney General in
                                   Attorney General                   Charge
 Assistant Attorney General in     Statler Towers                     Utica Regional Office
 Charge                            107 Delaware Ave., 4th Floor       Office of the Attorney General
 Plattsburgh Regional Office       Buffalo, NY 14202                  207 Genesee St., Room 504
 Office of Attorney General        716-853-8400                       Utica, NY 13501
 70 Clinton St.                    Toll free: 1-800-771-7755          315-793-2225
 Plattsburgh, NY 12901             Fax: 716-853-8414                  Toll free: 1-800-771-7755
 518-562-3282                                                         Fax: 315-793-2228
 Fax: 518-562-3294                 Assistant Attorney General in
                                   Suffolk Regional Office
                                   Office of the Attorney General

     State, County and City Consumer Protection Offices
Assistant Attorney General in     Consumer Affairs Director       Director
Charge                            Ulster County District          Westchester County
Office of the Attorney General    Attorney’s Consumer Fraud       Department of Consumer
Watertown Regional Office         Bureau                          Protection
Dulles State Office Building      20 Lucas Ave.                   112 East Post Road, 4th Floor
317 Washington Street             Kingston, NY 12401              White Plains, NY 10601
Watertown, NY 13601               845-340-3260                    914-285-2162
315-785-2444                                                      Fax: 914-285-3115
Toll free: 1-800-771-7755         Assistant Attorney General in   e-mail: epp4@co.westch-
Fax: 315-785-2294                 Charge                               Nassau County Office of
                                  Consumer Affairs                Chief
County Offices                    160 Old Country Road            Frauds Bureau
Confidential Secretary            Mineola, NY 11501               Westchester County District
Department of Consumer            516-571-2600                    Attorney’s Office
Affairs                                                           111 Grove St.
Albany County Courthouse          Director of Consumer Affairs    White Plains, NY 10601
#40                               Sullivan County Department      914-285-3414
Albany, NY 12207                  of Consumer Affairs             Fax: 914-285-3594
518-487-5040                      Sullivan County Government
Fax: 518-487-5048                 Center                          Chief, Economic Crimes
e-mail: jmcmahon@albany-          100 North Street, PO Box 5012   Bureau, Westchester County                        Monticello, NY 12701-5012       District Attorney’s Office              845-794-3000                    111 Martin Luther King Jr.
                                  Fax: 845-794-0230               Blvd.
Assistant District Attorney in                                    County Courthouse
Charge                            Director                        White Plains, NY 10601
Consumer Fraud Bureau             Rockland County Office of       914-285-3303
Erie County District              Consumer Protection             Fax: 914-285-3594
Attorney’s Office                 50 Sanatorium Road, Bldg. P
Statler Towers                    Pomona, NY 10970                City Offices
107 Delaware Ave., 4th Fl.        914-364-2681                    Director
Buffalo, NY 14202                 Fax: 914-364-2694               Queens Neighborhood Office
716-853-8404                                                      New York City Department of
Toll free in NY: 1-800-771-7755   Director                        Consumer Affairs
Fax: 716-853-8414                 Dutchess County Department      120-55 Queens Blvd., Rm. 301
                                  of Consumer Affairs             Kew Gardens, NY 11424
Consumer Affairs                  94-A Peach Road                 718-286-2990
Commissioner                      Poughkeepsie, NY 12601          Fax: 718-286-2997
Orange County Department of       845-486-2949
Consumer Affairs                  Fax: 845-486-2947               Commissioner
99 Main St.                                                       Mt. Vernon Office of
Goshen, NY 10924                  Director                        Consumer Protection
845-291-2400                      Schenectady County              City Hall, 11th Floor
Fax: 845-291-2385                 Consumer Affairs                Mount Vernon, NY 10550
                                  64 Kellar Ave.                  914-665-2433
Director                          Schenectady, NY 12307           Fax: 914-665-2496
Suffolk County Executive’s        518-356-6795
Office of Consumer Affairs        518-356-7473                    Commissioner
N. County Complex, Bldg. 340      Fax: 518-357-0319               New York City Department of
Veterans Memorial Highway                                         Consumer Affairs
Hauppauge, NY 11788                                               42 Broadway
631-853-4600                                                      New York, NY 10004
Fax: 631-853-4825

      State, County and City Consumer Protection Offices
 212-487-4444                      Office of the Attorney General    TDD/TTY: 330-643-8277 (crim-
 212-487-4481 (Spanish)            600 East Boulevard Ave.           inal)
 212-487-4488 (Chinese)            Department 125                    Fax: 330-643-2137 (civil)
 TDD: 212-487-4465                 Bismarck, ND 58505-0040
 Fax: 212-487-4197                 701-328-3404                      Director      Toll free in ND: 1-800-472-2600   Economic Crime
 me.html                           TTY toll free: 1-800-366-6888     Franklin County Office of
                                   Fax: 701-328-3535                 Prosecuting Attorney
 Town of Colonial Consumer         e-mail:          369 South High Street
 Protection                   Columbus, OH 43215
 Memorial Town Hall                g/cpat/cpat.html                  614-462-3555
 Newtonville, NY 12128                                               Fax: 614-462-6103
 518-783-2790                      Attorney General
                                   Office of the Attorney General    Prosecuting Attorney
 Schenectady Bureau of             600 East Boulevard Ave.           Portage County Office of
 Consumer Protection               Department 125                    Prosecuting Attorney
 City Hall, Room 204               Bismarck, ND 58505-0040           466 South Chestnut St.
 Jay Street                        701-328-2210                      Ravenna, OH 44266-3000
 Schenectady, NY 12305             TTY toll free 1-800-366-6888      330-296-4593
 518-382-5061                      Fax: 701-328-2226                 Fax: 330-297-3856
 Fax: 518-382-5074                 e-mail:
                                         City Offices
 Executive Director                                                  Department of Community
 New Justice Conflict              Ohio                              Development
 Resolution Services, Inc.         State Offices                     Cincinnati Office of Consumer
 1153 West Fayette St., Ste. 301   Ohio Consumers’ Counsel           Services
 Syracuse, NY 13204                77 South High St., 15th Floor     City Hall, Rm. 126
 315-471-4676                      Columbus, OH 43266-0550           801 Plum Street
 Fax: 315-475-0769                 614-466-8574 (outside OH)         Cincinnati, OH 45202
                                   Toll free in OH: 1-877-PICK-      513-352-6146
 Director                          OCC (1-877-742-5622)              Fax: 513-352-5241
 Office of Consumer                e-mail:
 Protection, City of Yonkers             Oklahoma
 87 Nepperhan Ave.                                                   State Offices
 Yonkers, NY 10701                 Consumer Protection Section       Oklahoma Attorney General
 914-377-6808                      Ohio Attorney General’s           Consumer Protection Unit
 Fax: 914-377-6811                 Office                            4545 N. Lincoln Ave., Suite 260
                                   30 East Broad St., 25th Floor     Oklahoma City, OK 73105
 North Carolina                    Columbus, OH 43215-3428           405-521-2029
 State Offices                     614-466-8831                      Toll free: 1-800-448-4904
 Senior Deputy Attorney            Toll free in OH: 1-800-282-0515   Fax: 405-528-1867
 General                           TDD: 614-466-1393       
 Consumer Protection Division      Fax: 614-728-7583
 Office of the Attorney General    e-mail:                           Administrator
 PO Box 629                         Department of Consumer
 Raleigh, NC 27602                       Credit
 919-716-6000                                                        4545 North Lincoln Blvd., #104
 Fax: 919-716-6050                 County Offices                    Oklahoma City, OK 73105   Prosecuting Attorney              405-521-3653
                                   Summit County Office of           Fax: 405-521-6740
 North Dakota                      Prosecuting Attorney
 State Offices                     53 University Ave.
 Director                          Akron, OH 44308-1680
 Consumer Protection and           330-643-2800
 Antitrust Division

     State, County and City Consumer Protection Offices
Consumer Representative           Senior Deputy Attorney            Senior Deputy Attorney
Consumer Protection Division      General                           General
Office of the Attorney General    Health Care Unit, Bureau of       Bureau of Consumer
440 South Houston, Suite 505      Consumer Protection               Protection
Tulsa, OK 74127-8913              Office of the Attorney General    Philadelphia Regional Office
918-581-2885                      14th Floor Strawberry Square      Office of the Attorney General
Fax: 918-581-2917                 Harrisburg, PA 17120              21 South 12th St., 2nd Floor               717-705-6938                      Philadelphia, PA 19107
                                  Toll free in PA: 1-877-888-4877   215-560-2414
Oregon                            Fax: 717-787-1190                 Fax: 215-560-2494
State Offices
Attorney in Charge                Regional Offices                  Deputy Attorney General
Financial Fraud and Consumer      Deputy Attorney General           Bureau of Consumer
Protection Section                Bureau of Consumer                Protection
Department of Justice             Protection                        Pittsburgh Regional office
1162 Court St., NE                Allentown Regional Office         Office of Attorney General
Salem, OR 97310                   Office of Attorney General        564 Forbes Ave.
503-378-4732                      810 Hamilton St., Fourth Floor    6th Floor, Manor Building
503-378-4320 (hotline – Salem     Allentown, PA 18101               Pittsburgh, PA 15219
only)                             610-821-6690                      412-565-5135
503-229-5576 (hotline –           Fax: 610-821-6529                 Fax: 412-565-5475
Portland only)
Toll free in OR: 1-877-877-9392   Senior Deputy Attorney            Senior Deputy Attorney
TDD/TTY: 503-378-5939             General                           General
Fax: 503-378-5017                 Bureau of Consumer                Bureau of Consumer               Protection                        Protection
Pennsylvania                      Ebensburg Regional Office         Scranton Regional Office
State Offices
                                  Office of the Attorney General    Office of Attorney General
Director                          171 Lovell Ave., Suite 202        214 Samter Building
Bureau of Consumer                Ebensburg, PA 15931               101 Penn Avenue
Protection                        814-471-1831                      Scranton, PA 18503
Office of Attorney General        Fax: 814-471-1840                 570-963-4913
14th Floor, Strawberry Square                                       Fax: 570-963-3418
Harrisburg, PA 17120              Deputy Attorney General
717-787-9707                      Bureau of Consumer                County Offices
Toll free in PA: 1-800-441-2555   Protection                        Director
Fax: 717-787-1190                 Erie Regional Office              Beaver County Alliance for           Office of the Attorney General    Consumer Protection
                                  1001 State St., Suite 1009        699 Fifth St.
Consumer Advocate                 Erie, PA 16501                    Beaver, PA 15009-1997
Office of the Consumer            814-871-4371                      724-728-7267
Advocate                          Fax: 814-871-4848                 Fax: 724-728-6762
Office of the Attorney General
Forum Place, 5th Floor            Deputy Attorney General           Director/Chief Sealer
Harrisburg, PA 17101-1921         Bureau of Consumer                Bucks County Consumer
717-783-5048 (utilities only)     Protection                        Protection, Weights and
Toll free in PA: 1-800-684-6560   Harrisburg Regional Office        Measures
Fax: 717-783-7152                 Office of the Attorney General    50 North Main St.
e-mail:             301 Chestnut St., Suite 105       Doylestown, PA 18901               Harrisburg, PA 17101              215-348-7442
                                  717-787-7109                      Fax: 215-348-4570
                                  Fax: 717-772-3560

      State, County and City Consumer Protection Offices
 Director                       Rhode Island                       Fax: 803-734-0799
 Delaware County Consumer       State Offices            
 Affairs                        Director
 201 West Front St.             Consumer Unit
                                                                   South Dakota
 Delaware County Courthouse                                        State Offices
                                Consumer Protection Unit
 Media, PA 19063                                                   Director of Consumer Affairs
                                Department of Attorney
 610-891-4865                                                      Office of the Attorney General
 Fax: 610-566-3947                                                 500 East Capitol
                                150 South Main St.
                                                                   State Capitol Building
                                Providence, RI 02903
 Montgomery County                                                 Pierre, SD 57501-5070
 Consumer Affairs                                                  605-773-4400
                                Senior Line tol free: 1-888-621-
 Montgomery County Human                                           Toll free in SD: 1-800-300-1986
 Services Center                                                   TDD: 605-773-6585
                                TDD: 401-453-0410
 1430 DeKalb St.                                                   Fax: 605-773-7163
                                Fax: 401-222-5110
 Norristown, PA 19404-0311                                         Tennessee
 610-278-3565                   Consumer Credit Couseling          State Offices
 Fax: 610-278-5228              Services                           Deputy Attorney General
                                535 Centerville Rd., Suite 103     Division of Consumer
 Chief                          Warwick, RI 02886                  Protection, Consumer
 Economic Crime Unit            Toll free: 1-800-208-2227          Advocate and Protection
 Philadelphia District          Fax: 401-732-0250                  Tennessee Attorney General’s
 Attorney’s Office               Office
 1421 Arch St.                                                     PO Box 20207
 Philadelphia, PA 19102         South Carolina
                                                                   Nashville, TN 37243-0491
 215-686-8750                   State Offices
 Fax: 215-686-8765              Administrator/Consumer
                                                                   Fax: 615-532-2910
 Director                       SC Department of Consumer
 Chester Consumer Affairs       Affairs
                                                                   Division of Consumer Affairs
 601 Westtown Road, Suite 295   2801 Devine St., PO Box 5757
                                                                   5th Floor
 West Chester, PA 19382-4991    Columbia, SC 29205-5757
                                                                   500 James Robertson Parkway
 610-344-6150                   803-734-4200
                                                                   Nashville, TN 37243-0600
                                Toll free in SC: 1-800-922-1594
 Puerto Rico                                                       615-741-4737
                                Fax: 803-734-4286
 Puerto Rico Offices                                               Toll free in TN: 1-800-342-8385
 Secretary                                                         Fax: 615-532-4994
 Department of Justice                                   
 PO Box 902192                  Senior Assistant Attorney          Texas
 San Juan, PR 00902             General                            State Offices
 787-721-2900                   Office of the Attorney General     Public Counsel
 Fax: 787-725-2475              PO Box 11549                       Office of Public Insurance
                                Columbia, SC 29211                 Counsel
 Secretary                      803-734-3970                       333 Guadalupe, Suite 3-120
 Department of Consumer         Fax: 803-734-4323                  Austin, TX 78701
 Affairs                        512-322-4143
 Minillas Station                                                  Fax: 512-322-4148
 P.O. Box 41059                 State Ombudsman                    e-mail:
 Santurce, PR 00940-1059        Office of Executive Policy and     rod.bordelon@mail.capnet.sta
 787-721-0940                   Program                  
 Fax: 787-726-6570              1205 Pendleton St., Room 308
 e-mail:     Columbia, SC 29201
                                803-734-0457                       Assistant Attorney General
                                Toll free in SC only: 1-866-       Consumer Protection
                                300-9333                           Austin Regional Office

     State, County and City Consumer Protection Offices
PO Box 12548                      Assistant Attorney General       Utah
Austin, TX 78711-2548             Consumer Protection              State Offices
512-463-2185                      McAllen Regional Office          Director
Fax: 512-463-8301                 Office of the Attorney General   Division of Consumer               3201 North McColl Rd., Ste. B    Protection
                                  McAllen, TX 78501                Department of Commerce
Assistant Attorney General        956-682-4547                     160 East 300 South, Box 146704
and Chief                         Fax: 956-682-1957                Salt Lake City, UT 84114-6704
Consumer Protection Division              801-530-6601
Office of Attorney General                                         Fax: 801-530-6001
PO Box 12548                      Assistant Attorney General       e-mail:
Austin, TX 78711-2548             Consumer Protection    
512-463-2070                      San Antonio Regional Office
Fax: 512-463-8301                 Office of the Attorney General
                                  115 East Travis St., Suite 925   Vermont
Assistant Attorney General        San Antonio, TX 78205-1615       State Offices
Consumer Protection               210-224-1007                     Consumer Assistance
Houston Regional Office           Fax: 210-225-1075                Program, for Consumer
Office of the Attorney General                                     Complaints & Questions
808 Travis, Suite 812             County Offices                   104 Morrill Hall, UVM
Houston, TX 77002                 Director                         Burlington, VT 05405
713-223-5886, ext. 118            Department of Environmental      802-656-3183 (within
Fax: 713-223-5821                 and Health Services              Chittenden County or out of
e-mail:                           City Hall                        state)        1500 Marilla, Room 7A-North      Toll free in VT: 1-800-549-2424
                                  Dallas, TX 75201       
Regional Offices                  214-670-5216
Assistant Attorney General        Fax: 214-670-3863                Chief
Consumer Protection Division      e-mail:                          Public Protection Division
Dallas Regional Office     Office of the Attorney General
Office of the Attorney General                                     109 State St.
1600 Pacific Ave., Suite 1700     Director                         Montpelier, VT 05609-1001
Dallas, TX 75201-3513             City of Dallas Economic          802-828-5507
214-969-5310                      Development Department 
Fax: 214-969-7615                 City Hall
                                  500 Marilla, Room 5C-South       Supervisor
Assistant Attorney General        Dallas, TX 75201                 Consumer Assurance Section
Consumer Protection               214-670-1685                     Food and Market
El Paso Regional Office           Fax: 214-670-0158                Department of Agriculture
Office of the Attorney General    e-mail:                          116 State St.
401 East Franklin St., Ste. 530          Montpelier, VT 05602
El Paso, TX 79901                                                  802-828-3456
915-834-5800                      Chief                            Fax: 802-828-2361
e-mail:      Harris County Consumer
                                                                   Virgin Islands
                                  Fraud Division
                                                                   Virgin Islands Offices
Assistant Attorney General        Harris County District
                                                                   Department of Licensing and
Consumer Protection               Attorney’s Office
                                                                   Consumer Affairs
Lubbock Regional Office           1201 Franklin, Suite 600
                                                                   Golden Rock Shopping Center
Office of the Attorney General    Houston, TX 77002-1901
916 Main St., Suite 806           713-755-5836
                                                                   St. Croix, VI 00820
Lubbock, TX 79401-3410            713-755-5840
806-747-5238                      Fax: 713-755-5262
                                                                   Fax: 340-778-8250
Fax: 806-747-6307

      State, County and City Consumer Protection Offices
 Commissioner                                                       Director of Consumer
 Department of Licensing and       Director                         Services
 Consumer Affairs                  Fairfax County Department of     Consumer Resource Center
 Property and Procurement          Telecommunications and           Office of the Attorney General
 Bldg.                             Consumer Services                900 Fourth Ave., Suite 2000
 No. 1 Sub Base, Room 205          12000 Government Center          Seattle, WA 98164-1012
 St. Thomas, VI 00802              Pkwy., Suite 433                 206-464-6684
 340-774-3130                      Fairfax, VA 22035                Toll free in WA: 1-800-551-4636
 Fax: 340-776-0675                 703-222-8435                     (Consumer Resource Centers)                 Fax: 703-322-9542                Toll free TDD in WA: 1-800-
 Virginia                          City Offices                     Fax: 206-464-6451
 State Offices                     Consumer Affairs & Cable
 Program Manager                   Television Administrator
 Office of Consumer Affairs        City of Alexandria               Consumer Resource Center
 Department of Agriculture         City Hall, P.O. Box 178          Office of the Attorney General
 and Consumer Services             Alexandria, VA 22313             1116 West Riverside Ave.
 Washington Building, Ste. 100     703-838-4350                     Spokane, WA 99201-1194
 P.O. Box 1163                     TDD: 703-838-5056                509-456-3123
 Richmond, VA 23219                Fax: 703-838-6426
 804-786-2042                      e-mail:                          Program Manager
 Toll free in VA: 1-800-552-9963   prescott.barbash@ci.alexan-      Consumer Resource Center
 TDD toll free: 1-800-828-1120                       Office of the Attorney General
 Fax: 804-371-7479                     Consumer Protection Division                                              1019 Pacific Ave., 3rd Floor
                                   Director                         Tacoma, WA 98402-4411
 Senior Assistant Attorney         Consumer Affairs Division        253-593-2904
 General and Chief                 Office of the Commonwealth’s     Toll free: 1-800-551-4636
 Office of the Attorney General    Attorney                         Toll free in WA:1-800-276-9883
 Antitrust and Consumer            2425 Nimmo Pkwy.                 Fax: 253-593-2449
 Litigation Section                Virginia Beach, VA 23456-9060    e-mail:
 900 East Main St.                 757-426-5836           
 Richmond, VA 23219                Fax: 757-427-8779
 804-786-2116                      Consumer Resource Center
 Toll free: 1-800-451-1525                                          Office of the Attorney General
 Fax: 804-786-0122                 Washington                       1220 Main St., Suite 510
 e-mail:      State Offices                    Vancouver, WA 98660               Consumer Resource Center         360-759-2150
                                   Office of the Attorney General
 County Offices                    103 East Holly St., Suite 308    City Offices
 Acting Team Leader                Bellingham, WA 98225-4728        Consumer Affairs Supervisor
 Office of Citizen and             360-738-6185                     Revenue and Consumer
 Consumer Affairs                                                   Affairs, Seattle Department
 #1 Court House Plaza, Ste. 310    Consumer Resource Center         of Finance
 2100 Clarendon Blvd.              Office of the Attorney General   805 South Dearborn St.
 Arlington, VA 22201               500 N. Morain St., Suite 1250    Seattle, WA 98134
 703-228-3260                      Kennewick, WA 99336-2607         206-386-1298
 Fax: 703-228-3295                 509-734-2967                     Fax: 206-386-1129
 e-mail:                                                            e-mail: seattle.consumer-         Consumer Resource Center            Office of the Attorney General
                                   905 Plum St., Bldg. 3            consumer
                                   PO Box 40118
                                   Olympia, WA 98504-0118

     State, County and City Consumer Protection Offices
Consumer Affairs Inspector        Protection                        Wyoming
Revenue and Consumer              3610 Oakwood Hills Parkway        State Offices
Affairs Section                   Eau Claire, WI 54701-7754         Assistant Attorney General
Executive Services                715-839-3848                      Office of the Attorney General
Department                        Toll free in WI: 1-800-422-7128   Consumer Protection Unit
Division of Finance               Fax: 715-839-1645                 123 State Capitol Building
600 4th Ave., #103                                                  Cheyenne, WY 82002
Seattle, WA 98104-1891            Regional Supervisor               307-777-7874
206-233-7837                      Department of Agriculture         Toll free in WY only: 1-800-
Fax: 206-684-5170                 Trade & Consumer Protection       438-5799
e-mail:        Division of Trade and             Fax: 307-777-7956                         Consumer Protection               e-mail:
                                  200 North Jefferson St. 
Chief Deputy Prosecuting          Suite 146A
Attorney                          Green Bay, WI 54301
Fraud Division                    920-448-5110
900 4th Ave., #1002               Fax: 920-448-5118
Seattle, WA 98164       
Fax: 206-296-9009                 Administrator
e-mail:                           Division of Trade and         Consumer Protection          Department of Agriculture
                                  2811 Agriculture Dr.
West Virginia                     PO Box 8911
State Offices                     Madison, WI 53708
Deputy Attorney General           608-224-4953
Consumer Protection Division      Toll free in WI: 1-800-422-7128
Office of the Attorney General    TTD/TTY: 608-224-5058
812 Quarrier St., 6th Floor       Fax: 608-224-4939
PO Box 1789                       e-mail: datephotline
Charleston, WV 25326-1789
Toll free in WV: 1-800-368-8808
Fax: 304-558-0184                 County Offices
e-mail:        Assistant District Attorney              Consumer Fraud Unit
                                  Milwaukee County District
Director                          Attorney’s Office
Division of Weights and           821 West State St., Room 405
Measures Section                  Milwaukee, WI 53233-2485
570 MacCorkle Ave.                414-278-4585
St. Albans, WV 25177              Fax: 414-223-1955
Fax: 304-722-0605                 Consumer Fraud Investigator
e-mail:                           Racine County Sheriff’s            Department
Wisconsin                         717 Wisconsin Ave.
                                  Racine, WI 53403
State Offices
Regional Supervisor               262-636-3126
Division of Trade and             Fax: 262-637-5279
Consumer Protection
Department of Agriculture
Trade and Consumer

                               State Banking Authorities
      The officials listed below 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 feder-
      ally chartered bank, check the listing of Federal Agencies beginning on page 124. Also see the
      information under “Money and Credit” on page 18.

 Alabama                              California                        Commissioner
 Superintendent of Banks              Commissioner                      555 E. Lockerman St., Ste. 210
 Center for Commerce                  Department of Financial           Dover, DE 19901
 401 Adams Ave., #680                 Institutions                      302-739-4235
 Montgomery, AL 36130-1201            State of California               Fax: 302-739-3609
 334-242-3452                         111 Pine St., Suite 1100
 Fax: 334-242-3500                    San Francisco, CA 94111
                                                                        District of Columbia          415-263-8507
                                                                        Commissioner of Banking and
                                      Toll free in CA: 1-800-622-0620
 Alaska                               (for consumer complaints
                                                                        Financial Institutions
 Director of Banking                                                    Department of Banking &
                                      against CA state-licensed
 Division of Banking Securities                                         Financial Institutions
                                      banks, the “800” number
 and Corporations                                                       1400 L St. NW
                                      reaches the Consumer
 Department of Commerce                                                 Washington, DC 20005
                                      Services Office, located in
 150 Third St. Rm. 217                                                  202-727-1563
                                      Sacramento, CA.)
 Juneau, AK 99811-0807                                                  Fax: 202-727-1290
                                      Fax: 415-989-5310
 TDD: 907-465-5437                              Florida
 Fax: 907-465-2549
                                      Colorado                          State Comptroller
                                                                        Department of Banking and        State Bank Commissioner
 htm                                  Department of Regulatory
                                                                        101 E. Gaines St.
                                      Agencies, Division of Banking
 Arizona                              1560 Broadway, Suite 1175
                                                                        Tallahassee, FL 32399-0350
 Superintendent of Banks                                                850-410-9370
                                      Denver, CO 80202
 Arizona State Banking                                                  850-410-9275 (investigations)
 Department                                                             Toll free in FL: 1-800-848-3792
                                      Fax: 303-894-7570
 2910 North 44th St., Suite 310                                         Fax: 850-410-9026
 Phoenix, AZ 85018                                                      e-mail:
 Toll free in AZ: 1-800-544-0708                              
 Fax: 602-381-1225                    Connecticut
                                                                        Georgia                    Banking Commissioner
                                                                        Legal & Consumer Affairs
                                      Connecticut Department of
 Arkansas                             Banking
 Arkansas State Bank                                                    State of Georgia
                                      260 Constitution Plaza
 Department                                                             Dept of Banking & Finance
                                      Hartford, CT 06103
 400 Hardin Road, Suite 100                                             2990 Brandywine Rd., Ste. 200
 Little Rock, AR 72201                                                  Atlanta, GA 30341-5565
                                      Toll free in CT: 1-800-831-7225
 501-324-9019                                                           770-986-1653
                                      Fax: 860-240-8178
 Fax: 501-324-9028                                                      770-986-1633
 e-mail:                                                                Fax: 770-986-1657              Delaware                          e-mail:          State Bank Commissioner 
                                      Office of the State Bank

                             State Banking Authorities
Hawaii                              Iowa                           Maryland
Commissioner                        Superintendent of Banking      Commissioner of Financial
State of Hawaii Department of       Iowa Division of Banking       Regulation Division
Commerce & Consumer                 200 East Grand, Suite 300      500 North Calvert St.
Affairs, Financial Institutions     Des Moines, IA 503091827       Baltimore, MD 21202
1010 Richards St., Rm. 602A         515-281-4014                   410-333-6808
Honolulu, HI 96805                  Toll free nationwide: 1-800-   Toll free in MD: 1-888-784-0136
808-586-2820                        972-2018                       TTY: 410-767-2117
Toll free (Kauai): 1-800-274-3141   Fax: 515-281-4862              Fax: 410-333-0475
Toll free (Maui): 1-800-984-2400    e-mail:   e-mail:
Toll free in HI: 1-800-974-4000 
Fax: 808-586-2818                                        
Idaho                               State Bank Commissioner        Massachusetts
Director                            Office of the State Bank       Commissioner of Banks
Idaho Department of Finance         Commissioner                   Massachusetts Division of
PO Box 83720                        700 Jackson St., Suite 300     Banks
Boise, ID 83720-0031                Topeka, KS 66603-3714          One South Station
208-332-8000                        785-296-2266                   Boston, MA 02110
Toll free in ID: 1-888-346-3376     Fax: 785-296-0168              617-956-1500
Fax: 208-332-8098                      Toll free in MA: 1-800-495-2265
e-mail:                                    TDD: 617-956-1577                 Kentucky                       Fax: 617-956-1597
                                    Commissioner, Department of
Illinois                            Financial Institutions
Commissioner of Banks and           1025 Capitol Center Dr.        Michigan
Real Estate, Office of Banks        Suite 200                      Commissioner
and Real Estate                     Frankfort, KY 40601            Office of Financial and
310 S. Michigan Ave., Ste. 2130     502-573-3390                   Insurance Services
Chicago, IL 60604                   Toll free: 1-800-223-2579      Office of the Commissioner
312-793-3000                        Fax: 502-573-8787              611 W. Ottawa St., 2nd Floor
Toll free: 1-877-793-3470             Lansing, MI 48933
TDD: 312-793-0291                                                  517-373-3460
Fax: 312-793-7097                   Louisiana                      Fax: 517-335-4978                Acting Commissioner  
                                    LA Office of Financial
Commissioner, Illinois Office       Institutions                   Minnesota
of Banks and Real Estate            PO Box 94095                   Assistant Commissioner
Springfield Office                  Baton Rouge, LA 70804-9095     Minnesota Department of
500 East Monroe St.                 225-925-4660                   Commerce, Financial Exams
Springfield, IL 62701               Fax: 225-925-4524              133 East Seventh St.
217-782-3000                        e-mail:                        St. Paul, MN 55101
TDD : 217-524-6644                651-296-2751
Fax: 217-524-5941                     Fax: 651-296-8591                                              e-mail:
Indiana                             Superintendent of Banking
Department of Financial             Maine Bureau of Financial
Institutions                        Institutions                   Mississippi
402 West Washington St.             36 State House Station         Director Consumer Finance
Room W-066                          Augusta, ME 04333-0036         Division, Department of
Indianapolis, IN 46204-2759         207-624-8570                   Banking and Consumer
317-232-3955                        Toll free: 1-800-965-5235      Finance, Consumer Finance
Toll free in IN: 1-800-382-4880     TDD: 207-624-8563              PO Box 23729
Fax: 317-232-7655                   Fax: 207-624-8590              Jackson, MS 39205-3729       

                             State Banking Authorities
 601-359-1031                      New Hampshire                     North Dakota
 Toll free in MS: 1-800-844-2499   State of New Hampshire            Commissioner
 Fax: 601-359-3557                 Banking Department                Department of Financial
 e-mail:                           Consumer Credit                   Institutions           64B Old Suncook Road              2000 Schafer St., Suite G              Concord, NH 03301                 Bismarck, ND 58501-1204
                                   603-271-3561                      701-328-9933
                                   TTY/TDD toll free: 1-800-735-     TDD toll free in ND: 1-800-
 Acting Commissioner of
                                   2964                              366-6888
                                   Fax: 603-271-1090                 Fax: 701-328-9955
 Department of Finance
 PO Box 716
 Jefferson City, MO 65102          New Jersey
 573-751-3242                      Acting Commissioner               Ohio
 Fax: 573-751-9192                 Department of Banking and         Training and Communications
 e-mail:                           Insurance                         Manager, Department of          20 West State St., PO Box 325     Commerece - State of Ohio          Trenton, NJ 08625                 Financial Institutions Division
                                   609-292-3420 (banking)            77 South High St., 21st Floor
                                   Fax: 609-984-5273                 Columbus, OH 432156120
 Division of Banking &
                                   HTML                              614-466-2932
 Financial Institutions
                                                                     Fax: 614-644-1631
 301 South Park, Suite 316         New Mexico              
 Helena, MT 59620-0546             Financial Institutions Division
 406-841-2920                      Regulation and Licensing          Oklahoma
 Fax: 406-841-2930                 Dept.                             Bank Commissioner        725 St Michaels Drive             Oklahoma State Banking
 /doa/banking                      Santa Fe, NM 87501                Department
                                   505-827-7100                      4545 N. Lincoln Blvd., Ste. 164
                                   Fax: 505-827-7107                 Oklahoma City, OK 73105
                                   e-mail:           405-521-2782
 Nebraska Department of
                                    Fax: 405-522-2993
 Banking & Finance
 1200 N. St., Suite 311            New York
 Lincoln, NE 68509                 Superintendent of Banking         Oregon
 402-471-2171                      New York State Banking            Administrator
 Fax: 402-471-3062                 Department                        Department of Consumer &                      Two Rector St.                    Business Services, Division of
                                   New York, NY 10006-1894           Finance & Corporate
                                   212-618-6553                      350 Winter St., NE, Room 410
 Commissioner, Department of
                                   Toll free in NY: 1-800-522-3330   Salem, OR 97310
 Business & Industry
                                   (consumer services hotline)       503-378-4140
 Financial Institutions Division
                                   Toll free in NY: 1-800-832-1838   Fax: 503-947-7862
 406 East Second St., Suite 3
                                   (small business information)
 Carson City, NV 89701-4758
                                   Fax: 212-618-6599
 775-684-1830                                                        Pennsylvania
 Toll free in NV: 1-800-521-0019                                     Secretary of Banking Dept.
 Fax: 775-684-1845                 North Carolina                    333 Market St., 16th Floor
 e-mail: swalshaw@govmail-         North Carolina Commissioner       Harrisburg, PA 17101-2290                       of Banks                          717-787-6991               4309 Mail Service Center          Toll free in PA: 1-800-PA-
                                   Raleigh, NC 27699-4309            BANKS
                                   919-733-3016                      TDD toll free: 1-800-679-5070
                                   Fax: 919-733-6918                 Fax: 717-787-8773

                              State Banking Authorities
Puerto Rico                      Austin, TX 78705                  Washington
Commissioner of Department       512-475-1300                      Director, Department of
of Financial Institutions        Toll free in TX: 1-877-276-5554   Financial Institutions
Fernandez Juncos Station         Fax: 512-475-1313                 PO Box 41200
PO Box 11855                      Olympia, WA 98504-1200
San Juan, PR 00917-3855                                            360-902-8707
787-723-3131                                                       Toll free: 1-800-372-8303
Fax: 787-723-4042                                                  Fax: 360-586-5068
                                 Department of Financial                                           
Rhode Island                     PO Box 146800                     West Virginia
Associate Director and           Salt Lake City, UT 841146800      Commissoner
Superintendent                   801-538-8854                      State Capitol Complex
Division of Banking              Fax: 801-538-8894                 Division of Banking
233 Richmond St., Suite 231                  Building 3, Room 311
Providence, RI 02903-4231                                          1900 Kanawha Blvd., East
401-222-2405                                                       Charleston, WV 25305-0240
                                 Information Policy & Program
401-222-2999                                                       304-558-2294
                                 Chief, State of Vermont
Fax: 401-222-5628                                                  Toll free in WV: 1-800-642-9056
                                 Banking, Insurance, Securities
                                                                   Fax: 304-558-0442
South Carolina                   and Health Care Administration
Commissioner of Banking          89 Main St., Drawer 20
State Board of Financial         Montpelier, VT 05620-3101         Wisconsin
Institutions                     802-828-4872                      Secretary, Department of
1015 Sumter St., Room 309        802-828-3307 (banking)            Financial Institutions
Columbia, SC 29201               Toll free: 1-800-964-1764 (all    345 W. Washington Ave., 5th Fl.
803-734-2001                     insurance except health)          Madison, WI 53708-8861
Fax: 803-734-2013                Toll free: 1-800-631-7788         608-267-1709
                                 (Health Care)                     Toll free in WI: 1-800-452-3328
South Dakota                     Fax: 802-828-3306                 Fax: 608-264-7968
Director                         e-mail: rmcNaughton@bish-
S.D. Division of Banking
217 1/2 W. Missouri Ave.             Wyoming
Pierre, SD 57501-4590                                              Commissioner
605-773-3421                     Virgin Islands                    Division of Banking
Fax: 605-773-5367                Lieutenant Governor               Herschler Bldg., 3rd Fl., East          Commissioner of Insurance,        Cheyenne, WY 82002
                                 Chairman of Banking Board         307-777-7797
Tennessee                        Kongen’s Gade #18                 Fax: 307-777-3555
Commissioner                     Charlotte Amalie                  e-mail:
Tennessee Department of          St. Thomas, VI 00802    
Financial Institutions           340-774-2991
The Nashville City Center        Fax: 340-774-6953
511 Union Street, 4th Floor
Nashville, TN 37219              Virginia
615-741-2236                     Commissioner, Bureau of
Fax: 615-741-2883                Financial Institutions
e-mail:                          1300 East Main St., Suite 800         Richmond, VA 23218-0640   804-371-9657
                                 Toll free in VA: 1-800-552-7945
Texas                            TDD: 804-371-9206
Banking Commissioner             Fax: 804-371-9416
Texas Department of Banking
2601 North Lamar

                            State Insurance Regulators
  Each state has its own laws and regulations for all types of insurance, including car, homeowner
  and health insurance. The officials listed below enforce these laws. Many of these offices can
  provide you with information to help you make informed insurance buying decisions. Your local
  library also has information that can help you compare insurance companies before making a pur-
  chase. If you have a question or complaint about your insurance company's policies, contact the
  company before you contact the state insurance regulator.
 Alabama                           Arkansas                          Delaware
 Acting Commissioner               Commissioner                      Insurance Commissioner
 AL Department of Insurance        AR Department of Insurance        Department of Insurance
 201 Monroe St., Suite 1700        1200 West 3rd St.                 841 Silver Lake Blvd. Rodney
 PO Box 303351                     Little Rock, AR 72201-1904        Building
 Montgomery, AL 36104              501-371-2640                      Dover, DE 19904
 334-269-3550                      Toll free: 1-800-282-5494         302-739-4251
 Fax: 334-241-4192                 Toll free in AR: 1-800-282-9134   Toll free in DE: 1-800-282-8611
 e-mail:                           Fax: 501-371-2749                 Fax: 302-739-5280     e-mail: insurance.con-             
                                  District of Columbia
 Alaska                                                              Commissioner
 Director, Department of           California                        District of Columbia
 Community and Economic            Insurance Commissioner            Department of Insurance and
 Development, Division of          Department of Insurance           Securities Regulation
 Insurance                         Executive Office                  810 First St., NW, Suite 701
 3601 C St., Suite 1324            300 Capitol Mall, Suite 1500      Washington, DC 20002
 Anchorage, AK 99503-5948          Sacramento, CA 95814              202-727-8000
 907-269-7900                      916-492-3500                      Fax: 202-535-1196
 Fax: 907-269-7910                 415-538-4010 (San Francisco)      e-mail:
 e-mail:                           213-897-8921 (Los Angeles)        Toll free in CA: 1-800-927-4357   Florida              Commissioner
                                                                     Department of Insurance
 Acting Deputy Director            Colorado                          State Capitol, Plaza Level 11
 Department of Community           Commissioner                      Tallahassee, FL 32399-0300
 and Economic Development          Division of Insurance             850-922-3130
 Division of Insurance             1560 Broadway, Suite 850          Toll free in FL: 1-800-342-2762
 PO Box 110805                     Denver, CO 80202                  TDD toll free: 1-800-640-0886
 Juneau, AK 99811-0805             303-894-7499, ext. 4311 
 907-465-2515                      Toll free in CO: 1-800-930-3745
 TDD/TTY: 907-465-5437             TDD/TTY: 303-894-7880             Georgia
 Fax: 907-465-3422                 Fax: 303-894-7455                 Commissioner
 e-mail:                     Insurance and Fire Safety                                          2 Martin Luther King, Jr. Dr.
                                   Connecticut                       Atlanta, GA 30334
                                   Director, Consumer Affairs        404-656-2070
 Arizona                           Department of Insurance           Toll free in GA: 1-800-656-2298
 Director                          PO Box 816                        TDD/TTY: 404-656-4031
 AZ Department of Insurance        Hartford, CT 06142-0816           Fax: 404-651-8719
 2910 North 44th St., Suite 210    860-297-3984            
 Phoenix, AZ 85018-7256            Toll free: 1-800-203-3447
 602-912-8444                      Fax: 203-297-3872                 Hawaii
 Toll free in AZ: 1-800-325-2548               Insurance Commissioner
 Fax: 602-954-7008 (complaints)                                      HI Department of Commerce

                             State Insurance Regulators
and Consumer Affairs               Iowa                              Maryland
Insurance Division                 Commissioner                      Insurance Commissioner
250 S. King St., 5th Fl. (96813)   IA Division of Insurance          MD Insurance Administration
PO Box 3614                        330 Maple St.                     525 St. Paul Place
Honolulu, HI 96811-3614            Des Moines, IA 50319              Baltimore, MD 21202
808-586-2790 or 808-586-2799       515-281-5705                      410-468-2000 or 410-468-2340
Fax: 808-586-2806                  Fax: 515-281-3059                 (property & casualty complaints)       Toll free: 1-800-492-6116
                                   om/ins/ins.htm                    Fax: 410-468-2020
Director                           Kansas
ID Department of Insurance         Commissioner                      Massachusetts
700 W. State St., PO Box 83720     Insurance Division                Commissioner
Boise, ID 83720-0043               420 SW 9th St.                    Division of Insurance
208-334-4250                       Topeka, KS 66612-1678             South Station, 5th Floor
Toll free in ID: 1-800-721-3272    785-296-7801                      Boston, MA 02110
Fax: 208-334-4398                  Toll free in KS: 1-800-432-2484   617-521-7794                Fax: 785-296-2283                 TDD: 617-521-7490
                                   e-mail:         Fax: 617-521-7772
Office Manager and Staff
Attorney, Department of            Kentucky                          Michigan
Insurance                          Commissioner                      Commissioner
100 W. Randolph St., Ste. 15-100   Department of Insurance           Michigan Office of Financial
Chicago, IL 60601                  215 West Main St.                 and Insurance Services
312-814-2420                       Frankfort, KY 40601               611 W. Ottawa St., 2nd Fl. N.
Fax: 312-814-5435                  502-564-3630                      PO Box 30220                Toll free: 1-800-595-6053         Lansing, MI 48933
                                   Fax: 502-564-1650                 517-373-0220
Director                               Toll free: 1-877-999-6442
Department of Insurance                                              Fax: 517-335-4978
320 West Washington St.            Louisiana               
Springfield, IL 62767              Commissioner
217-782-4515                       Department of Insurance           Minnesota
Toll free: 1-877-527-9431          950 North Fifth St.               Deputy Commissioner of
(Office of Consumer Health         Baton Rouge, LA 70804-9214        Enforcement and Licensing
Insurance)                         225-343-4834                      Department of Commerce
TDD: 217-524-4872                  Toll free: 1-800-259-5300         133 East 7th St.
Fax: 217-782-5020                  Toll free:1-800-259-5301          St. Paul, MN 55101
e-mail:   Fax: 254-342-5900                 651-296-2488                    Toll free: 1-800-657-3602
                                                                     Fax: 651-296-4328
Indiana                            Maine                             e-mail:
Commissioner                       Superintendent          
Department of Insurance            Bureau of Insurance     
311 W. Washington St., Ste. 300    34 State House Station
Indianapolis, IN 46204-2787        Augusta, ME 04333                 Mississippi
317-232-2385                       207-624-8475                      Commissioner of Insurance
Toll free in IN: 1-800-622-4461    Toll free in ME: 1-800-300-5000   Department of Insurance
Toll free: 1-800-452-4800 (in-     TDD: 207-624-8563                 PO Box 79
state senior health insurance      Fax: 207-624-8599                 Jackson, MS 39205
information)                      601-359-3569
Fax: 317-232-5251                                                    Toll free in MS: 1-800-562-2957                                                Fax: 601-359-2474

                            State Insurance Regulators
 Missouri                          e-mail:                           North Dakota
 Director, MO Department of          Insurance Commissioner
 Insurance                        ND Insurance Department
 PO Box 690                                                          600 E. Boulevard Ave., 5th Fl.
                                   New Jersey
 301 West High St., Room 630                                         Bismarck, ND 58505
                                   Acting Commissioner
 Jefferson City, MO 65102                                            701-328-2440
                                   Department of Banking and
 573-751-4126 or 573-751-2640                                        Toll free in ND: 1-800-247-0560
 Toll free in MO: 1-800-726-7390                                     TTY/TDD: 1-800-366-6888
                                   20 West State St., PO Box 325
 TTD/TTY: 573-526-4536                                               Fax: 701-328-4880
                                   Trenton, NJ 08625
 Fax: 573-751-1165                                                   e-mail:
                                   Fax: 609-984-5273
                                   MEPG.HTML                         Consumer Advocate/
 Montana                                                             Assistant Director
                                   New Mexico
 Commissioner                                                        Department of Insurance
 Department of Insurance                                             Office of Consumer Services
                                   Department of Insurance
 840 Helena Ave., PO Box 4009                                        2100 Stella Court
                                   PO Box 1269
 Helena, MT 59601                                                    Columbus, OH 43215-1067
                                   Santa Fe, NM 87504-1269
 406-444-2040                                                        614-644-3378 or 614-644-3745
 Toll free in MT: 1-800-332-6148                                     Toll free: 1-800-686-1526 (con-
                                   Toll free in NM: 1-800-947-4722
 Fax: 406-444-3497                                                   sumer hotline); Toll free:1-800-
                                   Fax: 505-827-4734                                                 686-1527 (fraud hotline); Toll
                                                                     free:1-800-686-3745 (senior
 Nebraska                                                            hotline)
                                   New York
 Director                                                            Fax: 614-752-0740
                                   Consumer Services Bureau
 Department of Insurance                                             e-mail:
                                   NYS Insurance Department
 941 O St., Suite 400                                      
                                   Agency Bldg. 1-ESP
 Lincoln, NE 68508-3690                                    
                                   Empire State Plaza
                                   Albany, NY 12257                  Oklahoma
 TDD toll free: 1-800-833-7351
 Fax: 402-471-4610                                                   Insurance Commissioner
                                   Fax: 518-474-6630                                               OK Insurance Department
                                                                     3814 North Santa Fe
 Nevada                                                              PO Box 53408
 Commissioner                      Consumer Services Bureau
                                                                     Oklahoma City, OK 73118
 Division of Insurance             NYS Insurance Department
 Consumer Service Section          65 Court St., #7
                                                                     Toll free in OK: 1-800-522-0071
 1665 Hot Springs Road, #152       Buffalo, NY 14202
                                                                     Fax: 405-521-6652
 Carson City, NV 89706             716-847-7618
 775-687-7690 or 775-687-7650      Fax: 716-847-7925
 Fax: 775-687-3937                                                        Oregon
                                   North Carolina
                                                                     Acting Administrator
 New Hampshire                     Commissioner
                                                                     Oregon Insurance Division
 Commissioner                      Department of Insurance
                                                                     350 Winter St., NE, Rm. 440-2
 Department of Insurance           Dobbs Building, 430 North
                                                                     Salem, OR 97310-3883
 56 Old Suncook Road               Salisbury St., PO Box 26387
                                                                     503-947-7984 or 503-947-7983
 Concord, NH 03301-7317            Raleigh, NC 27611
                                                                     Toll free in OR: 1-888-877-4894
 603-271-2261                      919-733-7349 or 919-733-7343
                                                                     Fax: 503-378-4351
 Toll free in NH: 1-800-852-3416   Toll free: 1-800-546-5664
 TDD/TTY toll free in NH: 1-       Toll free: 1-800-662-7777
 800-735-2964                      Fax: 919-733-6495
 Fax: 603-271-1406                 e-mail:        Pennsylvania
                                              Director Bureau of Consumer
                                                                     Service, Insurance Department

                           State Insurance Regulators
1321 Strawberry Sq., 13th Fl.      Toll free in TN: 1-800-342-4029     Richmond, VA 23218
Harrisburg, PA 17120               (consumer insurance services)       804-371-9967
717-787-2317                       Toll free in TN: 1-800-525-2816     Toll free in VA: 1-800-552-7945
Toll free: 1-877-881-6388          (counseling for seniors)            TDD: 804-371-9349
e-mail:                            Fax: 615-532-6934                                                        Washington
                                   Texas                               Commissioner of Insurance
Puerto Rico                        Commissioner of Insurance           Office of the Commssioner of
Commissioner of Insurance          TX Department of Insurance          Insurance
Office of the Commissioner of      333 Guadalupe St. (Zip 78701)       14th Ave. and Water St.
Insurance                          PO Box 149104                       PO Box 40255
Call Box 8330                      Austin, TX 78614-9104               Olympia, WA 98504-0255
Fernandez Juncos Station           512-463-6169                        360-753-3613
Santurce, PR 00910-8330            Toll free in TX: 1-800-252-3439     Toll free in WA: 1-800-562-6900
787-722-8686 or 787-721-5848       (consumer help line)                TDD: 360-664-3154
Fax: 787-722-4402                  Fax: 512-475-2005                   Fax: 360-586-3535
Rhode Island                                                 
Superintendent                     Utah
Insurance Division                 Commissioner                        West Virginia
233 Richmond St., Suite 233        Department of Insurance             Commissioner
Providence, RI 02903-4233          State Office Building, Rm 3110      Department of Insurance
401-222-2223                       Salt Lake City, UT 84114            1124 Smith St.
Fax: 401-222-5475                  801-538-3805                        Charleston, WV 25301
                                   Toll free in UT: 1-800-439-3805     304-558-3354
South Carolina                     TDD: 801-538-3826                   Toll free in WV: 1-800-642-9004
Director, SC Department of         Fax: 801-538-3829                   Fax: 304-558-0412
Insurance Consumer Services           e-mail: wvins@wvnvm.wvnet.edi
1612 Marion St.                                              
PO Box 100105 (29202-3105)         Vermont
Columbia, SC 29201                 Commissioner                        Wisconsin
803-737-6180                       Department of Banking,              Commissioner, Office of the
Toll free in SC: 1-800-768-3467    Insurance, Securities and           Commissioner of Insurance
Fax: 803-737-6231                  Health Care Administration          121 East Wilson St.
e-mail:                            89 Main St., Drawer 20              Madison, WI 53702           Montpelier, VT 05620-3101           608-266-0103               802-828-3302                        Toll free in WI: 1-800-236-8517
                                   Toll free in VT: 1-800-964-1784     TDD/TTY toll free: 1-800-947-
South Dakota                       Fax: 802-828-3301                   3529
Director, SD Division of                  Fax: 608-266-9935
Insurance, Department of                                               e-mail:
Commerce and Regulation            Virgin Islands            
118 West Capitol                   Director of Insurance     
Pierre, SD 57501-2000              Kongen’s Gade #18
605-773-3563                       St. Thomas, VI 00802                Wyoming
Fax: 605-773-5369                  340-774-7166                        Commissioner, WY
e-mail:   Fax: 340-774-9458                   Department of Insurance          e-mail:            Herschler Bldg.,122 W. 25th St.
                                                                       3rd Floor East
Tennessee                          Virginia                            Cheyenne, WY 82002-0440
Commissioner, Department of        Commissioner, Bureau of             307-777-7401
Commerce and Insurance             Insurance, State Corporation        Toll free in WY: 1-800-438-5768
500 James Robertson Pkwy.          Commission                          Fax: 307-777-5895
5th Floor                          PO Box 1157                         e-mail:
Nashville, TN 37243-0565           1300 East Main Street (23219)
615-741-2241                       for special delivery and walk-ins
                           State Securities Administrators
      Each state has its own laws and regulations for securities brokers and for all types of securi-
      ties, including stocks, mutual funds, commodities, real estate offerings, uninsured investment
      products sold by banks and others. The officials and agencies listed below enforce these laws
      and regulations. Many of these offices can provide you with information to help you make
      informed investment decisions. State securities agencies are responsible also for preventing
      fraud and abuse in the sale of all but the largest securities offerings. If you have a question or
      complaint about an investment you have made or are about to make, call the company or bank
      involved. If your complaint or question is not resolved, call the appropriate state securities
      agency and check the listings of Federal Agencies on page 124.

 Alabama                               Toll free: 1-800-981-4429           District of Columbia
 Director                              Fax: 501-324-9268                   Director
 Securities Commission                      Securities Bureau
 770 Washington Ave., Ste. 570                                             810 First St., NE Ste. 622
 Montgomery, AL 36130-4700                                                 Washington, DC 20002
 334-242-2984                                                              202-727-8000
                                       Department of Corporations
 Toll free in AL: 1-800-222-1253                                           Fax: 202-442-8661
                                       1515 K St., Suite 200
 Fax: 334-242-0240                                                         e-mail:
                                       Sacramento, CA 95814
 e-mail: alseccom
                                       916-445-7205                        Florida
                                                                           Securities Division
 Alaska                                Colorado
                                                                           101 East Gaines St.
                                       Securities Commissioner
 Director                                                                  Plaza Level, The Capitol
                                       Division of Securities
 Department of Community                                                   Tallahassee, FL 32399-0350
                                       1580 Lincoln St., Suite 420
 and Economic Development                                                  850-410-9805
                                       Denver, CO 80203
 150 Third St., Room 217                                                   Toll free in FL: 1-800-372-3792
 Juneau, AK 99811                                                          Fax: 850-681-2428
                                       TDD: 303-894-7880
                                       Fax: 303-861-2126
 Fax: 907-465-2549
                                       ties                                Director, Divison of Securities
                                                                           and Business Regulation,
 Arizona                               Connecticut
                                                                           Office of the Secretary of
                                       Director of Securities
 Director of Securities                                                    State
                                       Department of Banking
 Securities Division                                                       2 Martin Luther King, Jr. Dr.
                                       260 Constitution Plaza
 Corporation Commission                                                    SE, 802 West Tower
                                       Hartford, CT 06103-1800
 1300 West Washington, 3rd Fl.                                             Atlanta, GA 30334
 Phoenix, AZ 85007                                                         404-651-6451
                                       Toll free: 1-800-831-7225
 602-542-4242                                                              Toll free: 1-888-733-7427
                                       Fax: 860-240-8295
 Fax: 602-594-7470                                                         Fax: 404-657-8410
 e-mail:                                                                   e-mail:            Delaware                                 Securities Commissioner   
                                       Division of Securities              ties
                                       Department of Justice               Hawaii
 Securities Department
                                       State Office Building
 Heritage West Building                                                    Commissioner of Securities
                                       820 North French St., 5th Fl.
 201 East Markham, Rm. 300                                                 Department of Commerce and
                                       Wilmington, DE 19801
 Little Rock, AR 72201-1692                                                Consumer Affairs, Business
 501-324-9260                                                              Registration Division
                                       Fax: 302-577-6987

                        State Securities Administrators
1010 Richards St., 2nd Fl.        Securities Commissioner            Massachusetts
Honolulu, HI 96813                618 South Kansas Ave.              Director
808-586-2744                      Topeka, KS 66603-3804              Securities Division
Fax: 808-586-2733                 785-296-3307                       One Ashburton Pl., Rm. 1701                    Toll free in KS: 1-800-232-9580    Boston, MA 02108
                                  Fax: 785-296-6872                  617-727-3548
Idaho                             e-mail:     Toll free in MA: 1-800-269-5428
Securities Bureau Chief          Fax: 617-248-0177
Department of Finance
PO Box 83720                      Kentucky
Boise, ID 83720-0031              Director of Securities
208-332-8004                      Department of Financial            Michigan
Toll free in ID: 1-888-346-3378   Institutions                       Commissioner, Division of
Fax: 208-332-8099                 1025 Capitol Center Dr. Ste. 200   Securities   Frankfort, KY 40601                Office of Financial and
try/securities.asp                502-573-3390                       Insurance Services
                                  Toll free: 1-800-223-2579          Ottowa Bldg. 611 W. Ottowa,
Illinois                          Fax: 502-573-8787                  2nf Fl.
Director of Securities                  Lansing, MI 48933
Securities Department
69 West Washington, Ste. 1220,    Louisiana
                                                                     Toll free: 1-877-999-6442
12th Fl.                          Commissioner of Financial
                                                                     Fax: 517-373-4870
Chicago, IL 60602                 Institutions
217-782-2256                      Securities Commission
Toll free in IL: 1-800-628-7937   3445 N. Causeway Blvd. Ste.        Minnesota
Fax: 217-524-9637                 509                                Director, Enforcement               Metairie, LA 70002                 Division
                                  504-846-6970                       Department of Commerce
Indiana                           Fax: 504-846-6971                  85 East Seventh Pl., Ste. 500
Securities Commissioner      St. Paul, MN 55101
Securities Division               m                                  651-296-4026
Office of the Secretary of
                                                                     Toll free in MN: 1-800-657-3602
State                             Maine
                                                                     TDD: 651-296-2860
302 West Washington               Securities Administrator
                                                                     Fax: 651-296-4328
Room E-111                        Office of Securities
Indianapolis, IN 46204            State House Station 121
317-232-6681                      Augusta, ME 04333                  Mississippi
Toll free in IN: 1-800-223-8791   207-624-8551                       Assistant Secretary of State
Fax: 317-233-3675                 Toll free in ME: 1-800-624-8551    Office of the Secretary of               TDD/TTY: 207-624-8563              State, Business Regulation
                                  Fax: 207-624-8590                  and Enforcement
Iowa                             202 N. Congress St., Ste. 500
Superintendent of Securities
                                                                     Jackson, MS 39201
Securities Bureau, Insurance      Maryland
Division                          Securities Commissioner
                                                                     Toll Free: 1-800-256-3494
340 E. Maple St.                  Division of Securities
                                                                     Fax: 601-359-2663
Des Moines, IA 50319              Office of the Attorney General
515-281-4441                      200 Saint Paul Place, 20th Fl.
Toll free: 1-800-351-4665         Baltimore, MD 21202-2020
Fax: 515-281-3059                 410-576-6360               TDD: 410-576-6372                  Missouri
                                  Fax: 410-576-6532                  Securities Commissioner
Kansas                            e-mail:                            Office of the Secretary of
Commissioner                     State
Office of the Kansas         600 West Main St.

                        State Securities Administrators
 Jefferson City, MO 65101          New Jersey                        Fax: 701-328-2946
 573-751-4136                      Chief, Bureau of Securities       e-mail:
 Toll free in MO: 1-800-721-7996   Department of Law and Public
 Fax: 573-526-3124                 Safety                                         Ohio
                                   153 Halsey Street, 6th Floor
 ties                                                                Commissioner
                                   Newark, NJ 07102
                                                                     Division of Securities
 Montana                                                             77 South High St.
                                   Fax: 973-504-3601
 Auditor & Securities                                                22nd Floor
 Commissioner                                                        Columbus, OH 43215
 Office of the State Auditor       New Mexico                        614-644-7381
 840 Helena Ave.                   Director of Securities            Toll free: 1-800-788-1194
 Helena, MT 59604                  Securities Division               (investor protection hotline)
 406-444-2040                      Regulation & Licensing            Fax: 614-466-3316
 Toll free in MT: 1-800-332-6148   Department              
 Fax: 406-444-5558                 725 St. Michaels Drive                                                 Oklahoma
                                   Santa Fe, NM 87505-7605
 Nebraska                                                            Department of Securities
                                   Fax: 505-984-0617
 Assistant Director                                                  First National Center, Ste. 860
 Bureau of Securities                                                120 North Robinson
 Department of Banking &           New York                          Oklahoma City, OK 73102
 Finance                           Bureau Chief                      405-280-7700
 1200 N St., Ste. 311              Investor Protection and           Fax: 405-280-7742
 Lincoln, NE 68509                 Securities Bureau                 e-mail: general
 402-471-3445                      Office of the Attorney General
 Fax: 402-471-3062                 120 Broadway, 23rd Floor              New York, NY 10271
                                   212-416-8200 (securities, stock
 Nevada                                                              Administrator
                                   and bonds only)
 Securities Administrator                                            Division of Finance and
                                   Fax: 212-416-8816
 Securities Division                                                 Corporate Securities
 Secretary of State                                                  350 Winter St., NE, Suite 410
 555 East Washington Ave.                                            Salem, OR 97301
 Suite 5200, 5th Fl.               North Carolina                    503-378-4387
 Las Vegas, NV 89101               Deputy Securities                 Fax: 503-947-7862
 702-486-2440                      Administrator, Securities
 Toll free: 1-800-758-6440         Division, Department of the       nal/dfcs
 Fax: 702-486-2452                 Secretary of State                                         Pennsylvania
                                   300 North Salisbury St.
 ties                                                                Chairman, Securities
                                   Raleigh, NC 27603-5909
 New Hampshire                                                       Eastgate Office Bldg.
                                   Toll free: 1-800-688-4507
 Director of Securities                                              1010 North 7th St., 2nd Fl.
                                   (investor hotline)
 Bureau of Securities                                                Harrisburg, PA 17102-1410
                                   Fax: 919-821-0818
 Regulation                                                          717-787-8061
 Department of State                                                 Toll free in PA: 1-877-881-6388
 State House, Room 204             North Dakota                      Fax: 717-783-5122
 Concord, NH 03301-4989            Commissioner            
 603-271-1463                      Securities Department
 Fax: 603-271-7933                                                   Puerto Rico
                                   600 East Boulevard                                       Commissioner
                                   State Capitol, 5th Fl.
 rities                                                              Commission of Financial
                                   Bismarck, ND 58505-0510
                                                                     Fernandez Juncos Station
                                   Toll free in ND: 1-800-297-5124

                      State Securities Administrators
PO Box 11855                     Toll free in TN: 1-800-863-9117   Washington
San Juan, PR 00910-3855          Fax: 615-532-8375                 Director of Securities,
787-723-3131                  Securities Division,
Fax: 787-723-4042                curdiv.html                       Department of Financial                                                     Institutions
                                                                   PO Box 9033
Rhode Island                     Securities Commissioner
                                                                   Olympia, WA 98507-9033
Associate Director and           State Securities Board
Superintendent of Securities     PO Box 13167
                                                                   TDD: 360-664-8126
Rhode Island Department of       Austin, TX 78711-3167
                                                                   Fax: 360-586-5068
Business Regulation              512-305-8300
233 Richmond St., Suite 232      Fax: 512-305-8310
Providence, RI 02903-4232               West Virginia
401-222-3048                                                       State Auditor and
TDD: 401-222-2999                Utah
                                                                   Commissioner of Securities
Fax: 401-222-5629                Director, Division of
                                                                   Building 1, Rm. W-100
e-mail:   Securities, Department of
                                                                   Charleston, WV 25305              Commerce
                                 160 East 300 South 2nd Fl.
                                                                   Toll free: 1-877-982-9148
South Carolina                   Salt Lake City, UT 84111
                                                                   Fax: 304-558-4211
Deputy Securities                801-530-6600
                                                                   e-mail: securities@wvaudi-
Commissioner                     Toll free in UT: 1-800-721-7233
Office of the Attorny General    Fax: 801-530-6980
Securities Division, Rembert     e-mail:
C Dennis Office Building           Wisconsin
1000 Assembly St.              Administrator
Columbia, SC 29201                                                 Division of Securities
803-734-4731                     Vermont
                                                                   Department of Financial
Fax: 803-734-0032                Deputy Commissioner of
e-mail:                          Securities, Department of
                                                                   PO Box 1768      Banking, Insurance,
                                                                   Madison, WI 53701             Securities, & Health Care
                                                                   Toll free in WI: 1-800-47-
South Dakota                     Securities Division
Director                         89 Main St., Drawer 20
                                                                   Fax: 608-256-1259
Division of Securities           Montpelier, VT 05620-3101
118 West Capitol Ave.            802-828-3420
Pierre, SD 57501                 Fax: 802-828-2896                 Wyoming
605-773-4823                       Division Director
Fax: 605-773-5953                                                  Securities Division
e-mail:                          Virginia
                                                                   Secretary of State     Director
                                                                   State Capitol Rm. 109      Division of Securities and
                                                                   200 West 24th Street
ties                             Retail Franchising
                                                                   Cheyenne, WY 82002-0020
                                 State Corporation
Tennessee                        Commission
                                                                   TDD: 307-777-5351
Assistant Commissioner for       PO Box 1197
                                                                   Fax: 307-777-5339
Securities                       Richmond, VA 23218
Securities Division,             804-371-9051
Department of Commerce and       Toll free in VA: 1-800-552-7945
Insurance                        TDD: 804-371-9203
Davy Crockett Tower, Suite 680   Fax: 804-371-9911
500 James Robertson Parkway
Nashville, TN 37243              sion/srf/webpages/home-
615-741-2947                     page.htm

                            State Utilities Commissions
  State utility commissions regulate consumer service and rates for gas, electricity and a variety
  of other services within your state. These services include rates for telephone calls and moving
  household goods. In some states, the utility commissions regulate water and transportation
  rates. Rates for utilities and services provided between states are regulated by the Federal gov-
  ernment. Many utility commissions handle consumer complaints. Sometimes, if a number of
  complaints are received about the same utility matter, they will conduct investigations.

 Alabama                           California                        Delaware
 President                         President                         Commissioner
 Public Service Commission         Public Utilities Commission       Public Service Commission
 PO Box 991                        505 Van Ness Ave., Room 5218      Cannon Building #100
 Montgomery, AL 36101-0991         San Francisco, CA 94102           861 Silver Lake Blvd.
 Toll free in AL: 1-800-392-8050   415-703-2782                      Dover, DE 19904
 (Consumer Services Office)        Toll free in CA: 1-800-649-7570   302-739-4247
 Fax: 334-242-0727 (Consumer       (complaints)                      Toll free in DE: 1-800-282-8574
 Services Office)                  TDD: 415-703-2032                 TDD: 302-739-4333               Fax: 415-703-2532                 Fax: 302-739-4849
 Chair, Regulatory Commission      Colorado                          District of Columbia
 of Alaska                         Chairman                          Chairperson, Public Service
 1016 West 6th Ave., Suite 400     Public Utilities Commission       Commission of D.C.
 Anchorage, AK 99501-1963          1580 Logan St., Room 201          7171 14th St., NW, 2nd Floor
 907-276-6222                      Denver, CO 80203                  Washington, DC 20005
 Toll free in AK: 1-800-390-2782   303-894-2000                      202-626-5120 (Consumer
 TDD: 907-276-4533                 Toll free in CO: 1-800-888-0170   Services Division)
 Fax: 907-276-0160                 TDD: 303-894-2512                 Fax: 202-393-1389
 e-mail:      Fax: 303-894-2065               e-mail: PUConsumer.               Florida
                                   Complaints@      Chairman
 Arizona                          Public Service Commission
 Chairman, Arizona                                                   2540 Shumard Oak Blvd.
 Corporation Commission            Connecticut                       Tallahassee, FL 32399-0850
 1200 West Washington St.          Chairman, Department of           850-413-6330
 Phoenix, AZ 85007                 Public Utility Control            Toll free in FL: 1-800-342-3552
 602-542-3933                      10 Franklin Square                TDD/TTY: 1-800-521-5247
 Toll free in AZ: 1-800-222-7000   New Britain, CT 06051             Fax: 850-487-1716
 TDD: 602-542-2105                 860-827-1553                      e-mail:
 Fax: 602-542-5560                 Toll free in CT: 1-800-382-4586
 e-mail:   TDD: 860-827-2837                       Fax: 860-827-2613
 Arkansas                                                            Chairperson
 Chairman, Public Service          Director, CT Dept. of Social      Public Service Commission
 Commission                        Services, Elderly Services        47 Trinity Ave.
 PO Box 400                        25 Sigourney St.                  Atlanta, GA 30334
 Little Rock, AR 72203-0400        Hartford, CT 06106                404-656-4501
 501-682-1453                      860-424-5277                      Toll free in GA: 1-800-282-5813
 Toll free in AR: 1-800-482-1164   Toll free in CT: 1-800-443-9946   Fax: 404-463-6683
 (complaints)                      Fax: 860-424-4966                 e-mail:
 Fax: 501-682-5731                 e-mail:                      

                             State Utilities Commisions
Hawaii                              Fax: 515-281-5329                 TDD toll free in MD: 1-800-
Chairman                                 735-2258
Public Utilities Commission                                           Fax: 410-333-6495
                                    Kansas                            e-mail:
465 South King St., Room 103
                                    Chairman, Kansas        
Honolulu, HI 96813
                                    Corporation Commission  
                                    1500 SW Arrowhead Road
Fax: 808-586-2066
                                    Topeka, KS 66604-4027             Massachusetts
                                    785-271-3140                      Chairman, Department of
Idaho                               Toll free in KS: 1-800-662-0027   Telecommunications and
President                           Fax: 785-271-3111                 Energy
Public Utilities Commission         e-mail:                           1 South Station, 12th Floor
PO Box 83720                  Boston, MA 02110
Boise, ID 83720-0074                     617-305-3500
208-334-0300                                                          TDD toll free: 1-800-323-3298
                                    Kentucky                          Fax: 617-345-9101
Toll free in ID: 1-800-432-0369
TDD/TTY toll free: 1-800-223-
                                    Public Service Commission
                                    211 Sower Blvd., PO Box 615       Michigan
Fax: 208-334-3762
                                    Frankfort, KY 40602               Chairperson
                                    502-564-3940                      Public Service Commission
                                    Toll free in KY: 1-800-772-4636   6545 Mercantile Way, Suite 7
Illinois                            (complaints only)                 P.O. Box 30221
Chairman, Commerce                  TDD/TTY toll free: 1-800-648-     Lansing, MI 48909
Commission                          6056                              517-241-6180
527 East Capitol Ave.               Fax: 502-564-3460                 Toll free in MI: 1-800-292-9555
PO Box 19280                             Fax: 517-241-6181
Springfield, IL 62794-9280                                  
                                    Commissioner                      Minnesota
Toll free in IL: 1-800-524-0795
                                    Public Service Commission         Chairman
TDD/TTY toll free: 1-800-858-
                                    PO Box 91154                      Public Utilities Commission
                                    Baton Rouge, LA 70821-9154        121 7th Place East, Suite 350
Fax: 217-782-1042
                                    225-342-4404                      St. Paul, MN 55101-2147
                                    Toll free in LA: 1-800-256-2387   651-296-0406
Indiana                             Fax: 225-342-2831                 Toll free: 1-800-657-3782
Director, Consumer Affairs                      TDD: 651-297-1200
Indiana Utility Regulatory                                            Fax: 651-297-7073
                                    Maine                             e-mail:
Commission, Consumer
                                    Public Utilities Commission
302 W. Washington St., Ste. E-306
                                    242 State St.
Indianapolis, IN 46217
                                    Augusta, ME 04333                 Mississippi
                                    207-287-3831                      Chairman, Public Service
Toll free in IN: 1-800-851-4268
                                    Toll free in ME: 1-800-452-4699   Commission, Northern District
TDD: 317-232-8556
                                    TTY toll free: 1-800-437-1220     PO Box 1174
Fax: 317-233-2410
                                    Fax: 207-287-1039                 Jackson, MS 39215
                                    e-mail:     601-961-5430
                                       Toll free in MS: 1-800-356-6428
Iowa                                                                  Fax: 601-961-5464
Chairperson, IA Utilities Board
350 Maple St.
                                    Public Service Commission         Missouri
Des Moines, IA 50319-0069
                                    6 St. Paul St., 16th Floor        Chairman
                                    Baltimore, MD 21202-6806          Public Service Commission
Toll free in IA: 1-877-565-4450
                                    410-767-8000                      PO Box 360
                                    Toll free in MD: 1-800-492-0474   Jefferson City, MO 65102
                             State Utilities Commisions
 573-751-9300                      New Jersey                        Bismarck, ND 58505-0480
 Toll free in MO: 1-800-824-7541   President, Board of Public        701-328-2400
 TDD toll free in MO: 1-800-       Utilities                         TDD toll free in ND: 1-800-
 735-2966                          Two Gateway Center                366-6888
 Fax: 573-526-7341                 Newark, NJ 07102                  Fax: 701-328-2410       973-648-2823                      e-mail:
                                   Toll free in NJ: 1-800-624-0241
                                   Fax: 973-648-2836
 Public Service Commission                                           Ohio
 1701 Prospect Ave.                New Mexico                        Chairman, Public Utilities
 PO Box 202601                     Director, New Mexico Public       Commission of Ohio
 Helena, MT 59620-2601             Regulation Commission             180 East Broad St.
 406-444-6199 (also TDD)           Consumer Relations Division       Columbus, OH 43215-3793
 Toll free in MT: 1-800-646-6150   PO Drawer 1269                    614-466-3292
 Fax: 406-444-7618                 Santa Fe, NM 87504-1269           Toll free in OH: 1-800-686-7826               505-827-4593 or 505-827-4660      TDD toll free in OH: 1-800-
                                   Toll free in NM: 1-800-663-9782   686-1570
 Nebraska                                                            Fax: 614-752-8351
                                   Toll free in NM: 1-800-947-4722
                                   TDD: 505-827-6911
 Public Service Commission
                                   Fax: 505-827-6973
 300 The Atrium, 1200 N St.                                          Oklahoma
 PO Box 94927 (68508-4927)                                           Chairman, Oaklahoma
 Lincoln, NE 68509                                                   Corporation Commission
 402-471-3101                      New York                          PO Box 52000-2000
 Toll free in NB: 1-800-526-0017   Director, Public Service          Oklahoma City, OK 73152-
 TDD: 402-471-0213                 Commission, Consumer              2000
 Fax: 402-471-0254                 Education & Advocacy              405-521-2211
 e-mail:          3 Empire State Plaza              Toll free in OK: 1-800-522-8154             Albany, NY 12223-1350             TDD: 405-521-3513
                                   518-474-1540                      Fax: 405-521-2087
                                   Toll free in NY: 1-877-342-3377
                                   (complaints - gas, electric,
 Public Utilities Commission                                         Oregon
                                   telephone); Toll free: 1-877-
 1150 East William St.                                               Chairman
                                   661-9223 (Business Advocates)
 Carson City, NV 89701                                               Public Utility Commission
                                   Fax: 518-474-1691
 775-687-6001                                                        550 Capitol St., NE, Suite 215
                                   e-mail: ronald_cerniglia@
 702-486-2600 (Las Vegas office)                                     Salem, OR 97301-2551
 Toll free in NV: 1-800-992-0900                                     503-378-6611
 Fax: 775-687-6110                                                   Toll free in OR: 1-800-522-2404               North Carolina                    (consumer services only)
                                   NC Utilities Commission           Toll Free in OR: 1-800-553-9600
 New Hampshire                                                       Fax: 503-648-3458
                                   Public Staff, Consumer
 Public Utilities Commission
                                   4326 Mail Service Center
 8 Old Suncook Rd., Bldg. No. 1                                      Pennsylvania
                                   Raleigh, NC 27699-4326
 Concord, NH 03301                                                   Chairman
 603-271-2431                                                        Public Utility Commission
                                   Fax: 919-733-4744
 Toll free in NH: 1-800-852-3793                                     PO Box 3265
 TDD toll free in NH: 1-800-735-                                     Harrisburg, PA 17105
 2964                                                                717-783-7349
 Fax: 603-271-3878                                                   Toll free in PA: 1-800-782-1110               North Dakota                      Fax: 717-787-5813
                                   ND Public Service Commission
                                   600 E. Boulevard Ave., Dept.
                                   408, 12th Floor

                            State Utilities Commissions
Puerto Rico                       Texas                             804-371-9141 (general informa-
Chairman                          Chairman                          tion)
Public Service Commission         Public Utility Commission         Toll free in VA: 1-800-552-7945
PO Box 190870                     1701 North Congress Ave.          TDD: 804-371-9206
San Juan, PR 00919-0817           PO Box 13326                      Fax: 804-371-9211
787-756-1425                      Austin, TX 78711-3326   
Fax: 787-758-3418                 512-936-7000
e-mail:         Toll free: 1-888-PUC-TIPS (1-
                                                                    Chairman, Utilities and
Rhode Island                      TDD/TTY toll free: 1-800-735-
                                                                    Transportation Commission
Chairman                                                            1300 S. Evergreen Park Dr., SW
Public Utilities Commission                                         Olympia, WA 98504
                                  Fax: 512-936-7138
100 Orange St.                                                      360-664-1173
Providence, RI 02903                                                Toll free in WA: 1-800-562-6150
401-222-3500                                                        TTY: 360-586-8203
Toll free in RI: 1-800-341-1000                                     Fax: 360-586-1150
TDD: 401-277-3500                 Utah                    
Fax: 401-222-2626                 Chairman
                                                                    West Virginia                     Public Service Commission
                                  160 East 300 South
South Carolina                    Salt Lake City, UT 84111
                                                                    Public Service Commission
Chairman                                                            201 Brooks St.
Public Service Commission                                           Charleston, WV 25301
                                  Toll free in UT: 1-800-874-0904
PO Drawer 11649                                                     304-340-0482
                                  TDD: 801-530-6716
Columbia, SC 29211                                                  Toll free in WV: 1-800-344-5113
                                  Fax: 801-530-6796
803-896-5100                                                        TDD: 304-340-0300
Toll free in SC: 1-800-922-1531                                     Fax: 304-340-0325
TDD toll free in SC: 1-800-735-                           
2905                              Vermont
Fax: 803-737-5199                 Chairman
                                                                    Consumer Affairs Program               Vermont Public Service Board
                                                                    Director, Public Service
                                  112 State St.
South Dakota                      Montpelier, VT 05620-2701
                                                                    Commission of Wisconsin
Director, Public Utilities                                          Consumer Affairs Unit
Commission, Consumer Affairs                                        610 North Whitney Way (53705)
                                  TDD toll free in VT: 1-800-253-
500 East Capitol Ave.                                               PO Box 7854
Pierre, SD 57501-5070                                               Madison, WI 53707-7854
                                  Fax: 802-734-8390
605-773-3201                                                        608-266-2001
Toll free: 1-800-332-1782 (con-                                     Toll free: 1-800-225-7729
sumer affairs only)                                                 TDD: 608-267-1479
Fax: 605-773-3809                 Virgin Islands                    Fax: 608-266-3957      Commissioner                      e-mail:
tive/puc/puc.htm                  Public Services Commission
                                  Koud Horsen Complex - Bldg. A
Tennessee                                                           Wyoming
                                  1303 Hospital Ground
Chairman, Tennessee                                                 Chairman
                                  St. Thomas, VI 00802
Regulatory Authority                                                Public Service Commission
                                  340-774-1166 or 340-774-0930
460 James Robertson Parkway                                         2515 Warren Ave., Suite 300
                                  Fax: 340-774-3466
Nashville, TN 37243-0505                                            Cheyenne, WY 82002
615-741-3668                                                        307-777-7427
Toll free: 1-800-392-8359         Virginia                          Toll free in WY: 1-888-570-9905
Fax: 615-741-5015                 Chairman, State Corporation       TTY: 307-777-7427               Commission                        Fax: 307-777-5700
                                  PO Box 1197                       e-mail:
                                  Richmond, VA 23218      

                     State Weights and Measures Offices
  State Weights and Measures Offices enforce laws and regulations about the labeling, weight,
  measure or count of such packaged items as food and household products. These offices also
  check the accuracy of weighing and measuring devices, for example, supermarket scales, gaso-
  line pumps, taxicab meters and rental car odometers. Some city and county offices have weights
  and measures functions in addition to the state offices listed below. Contact the state office or
  check your local telephone directory under the governmental listings for your local weights and
  measures office. The office might be listed under either the city or county bureau of standards,
  agriculture or consumer protection.

 Alabama                           California                        District of Columbia
 Director, Weights and             Director, Division of             Chief, Weights and Measures
 Measures Division                 Measurement Standards             Department of Consumer and
 Department of Agriculture         8500 Fruitridge Road              Regulatory Affairs
 PO Box 3336                       Sacramento, CA 95826              Market Branch
 Montgomery, AL 36109-0336         916-229-3000                      1110 U Street, SE
 334-240-7133                      Fax: 916-229-3026                 Washington, DC 20020
 Toll free in AL: 1-800-321-0018   e-mail:           202-698-2130
 Fax: 334-240-7175                          Fax: 202-698-2148
                                   Colorado                          Florida
 Alaska                            Chief, Measurements               Chief, Bureau of Weights and
 Director, Division of             Standards Section                 Measures, Department of
 Measurement Standards and         Department of Agriculture         Agriculture and Consumer
 Commercial Vehicle Enforce-       3125 Wyandot St.                  Services, Division of
 ment, Department of Transpor-     Denver, CO 80211                  Standards
 tation and Public Facilities      303-477-4220 or 303-477-4613      3125 Conner Blvd.
 Huffman Business Park             or 303-477-4818                   Mail Stop L-29, Building #2
 Bldg. O, #6, 12050 Industry Way   Fax: 303-477-4248                 Tallahassee, FL 32399-1650
 Anchorage, AK 99515           850-488-9140
 907-345-7750                      rement/Measurement_Standar        Fax: 850-922-6655
 Toll free in AK: 1-800-478-7636   ds.html                           e-mail:
 Fax: 907-345-6835                                         
 Arizona                           Director, Weights and             Georgia
 Director, Department of           Measures Division                 Assistant Commissioner
 Weights and Measures              Department of Consumer            Georgia Department of
 4425 West Olive Ave., Suite 134   Protection                        Agriculture, Division of
 Glendale, AZ 85302-3844           State Office Bldg., Room 165      Weights and Measures
 602-255-5211                      165 Capitol Avenue                Capitol Square
 Toll free in AZ: 1-800-277-6675   Hartford, CT 06106                Atlanta, GA 30334
 (outside Phoenix metro area)      860-713-6168 or 860-713-6160      404-656-3605
 Fax: 602-255-1950                 Fax: 860-713-7244                 Toll free in GA: 1-800-282-5852
 e-mail:                           e-mail:                           Fax: 404-656-9380       e-mail:           
 Arkansas                          Delaware
 Director, Bureau of Standards     Administrator, Office of          Hawaii
 4608 West 61st St.                Weights and Measures              Administrator, Measurement
 Little Rock, AR 72209             Department of Agriculture         Standards Branch
 501-225-1598                      2320 South DuPont Highway         Department of Agriculture
 Fax: 501-562-7605                 Dover, DE 19901-5515              725 Ilalo St.
 e-mail:                           302-739-4811                      Honolulu, HI 96813-5524        Fax: 302-697-4749                 808-586-0886
                                                                     Fax: 808-586-0889

                    State Weights and Measures Offices
Idaho                             PO Box 19282                    Boston, MA 02108
Chief, Bureau of Weights and      Topeka, KS 66619-0282           617-727-3480
Measures and Warehouse            785-862-2415                    Toll free: 1-888-283-3757
Control, Department of            Fax: 785-862-2460               Fax: 617-727-5705
Agriculture                       e-mail:               
2216 Kellogg Lane               dex.htm
Boise, ID 83712         
                                  &M/mainpage.htm                 Michigan
                                                                  Director, Weights and
Fax: 208-334-2378
                                  Kentucky                        Measures, MI Department of
                                  Director, Division of           Agriculture, Motor Fuels
                                  Regulation and Inspection       Quality
Illinois                          Department of Agriculture       940 Venture Lane
Chief, Illinois Department of     106 West Second St.             Williamston, MI 48895
Agriculture, Bureau of            Frankfort, KY 40601             517-655-8202
Weights and Measures              502-564-4870                    Fax: 517-655-8303
PO Box 19281                      Toll free: 1-800-833-6289       e-mail:
State Fairgrounds                 Fax: 502-564-5669     
Springfield, IL 62794-9281
                                  Louisiana                       Minnesota
                                  Director, Division of Weights   Manager, Division of Weights
Toll free in IL: 1-800-582-0468
                                  and Measures                    and Measures
TTD/TTY: 217-524-6858
                                  Department of Agriculture       Department of Commerce
Fax: 217-524-7801
                                  PO Box 91081                    121 7th Place East, Suite 200
                                  Baton Rouge, LA 70821-9081      St. Paul, MN 55101-2145
                                  225-925-3780                    651-296-5175
                                  Fax: 225-922-0477               Toll free: 1-800-657-3710
Indiana                             Fax: 651-296-0201
Director, Weights & Measures                            
Motorfuel Program, IN
                                  Director, Quality Assurance     Manager
Weights and Measures
                                  and Regulations Division        Department of Public Service
                                  State House Station 28          Energy Informaton Center
2525 North Shadeland Ave.
                                  Augusta, ME 04333-0028          121 7th Place, #200
Indianapolis, IN 46229-1787
                                  207-287-3841                    Roseville, MN 55101-2145
                                  Fax: 207-287-5576               651-639-4010
TDD/TTY: 317-356-7139
                             Toll free: 1-800-657-3710
Fax: 317-351-2877
e-mail: lstump@isdh.isdh1         Maryland                        TDD: 651-639-4017                                     Fax: 651-296-0201
                                  Chief, Weights and Measures
                                  Section, MD Department of
Iowa                              Agriculture, Weights and        Mississippi
                                  Measures Section                Director, Weights and
Bureau Chief
                                  50 Harry S. Truman Parkway      Measures Division
Weights and Measures
                                  Annapolis, MD 21401             Department of Agriculture
Department of Agriculture
                                  410-841-5790                    121 N. Jefferson St.
and Land Stewardship
                                  Fax: 410-841-2765               PO Box 1609
H.A. Wallace Building
                                     Jackson, MS 39201
Des Moines, IA 50319
515-281-5716                      Massachusetts                   601-359-1149
Fax: 515-281-6800                                                 Fax: 601-354-6502
                                  Assistant Director of
Kansas                            Standards
                                  State Division of Standards
Director, Weights and                                   
                                  One Ashburton Place
Measures Division, KS
                                  McCormick Bldg., Room 1115
Department of Agriculture

                   State Weights and Measures Offices
 Missouri                         1261 Route 1 and 9 South        Weights and Measures
 Division Director, Weights and   Avenel, NJ 07001-1647           8995 East Main St.
 Measures Division,               732-815-4840                    Reynoldsburg, OH 43068-3399
 Department of Agriculture        Fax: 732-382-5298               614-728-6290
 PO Box 630                                                       Toll free: 1-800-282-1955
                                  New Mexico                      TDD/TTY toll free: 1-800-750-
 Jefferson City, MO 65102-0630
                                  Director, Standards and         0750
                                  Consumer Services               Fax: 614-728-6424
 Fax: 573-751-0281
                                  Department of Agriculture       e-mail:
                                  MSC 3170, PO Box 30005
 Montana                          Las Cruces, NM 88003-8005
 Bureau of Weights and            505-646-1616
 Measures, Dept. of Commerce      Fax: 505-646-2361               Oklahoma
 1424 9th Ave.                          Director, Plant Industry and
 Helena, MT 59620                                                 Consumer Services
                                  New York                        Department of Agriculture
                                  Director, Bureau of Weights     2800 North Lincoln Blvd.
 Fax: 406-444-4305
                                  and Measures, Department of     PO Box 528804
                                  Agriculture and Markets         Oklahoma City, OK 73105-8804
                                  1 Winners Circle                405-522-5879 o 405-522-5968
                                  Albany, NY 12235                Fax: 405-522-4584
 Nebraska                         518-457-3146                    e-mail:
 Administrator, Nebraska          Fax: 518-457-5693     
 Department of Agricluture        e-mail:
 Weights and Measures   
 301 Centennial Mall South                                        Oregon
                                  North Carolina                  Administrator
 PO Box 94757
                                  Standards Division Director     Measurement Standards
 Lincoln, NE 68509-4757
                                  North Carolina Department of    Department of Agriculture
                                  Agriculture & Consumer          635 Capitol St., NE (mail only)
 Fax: 402-471-2759
                                  Services, Standards Division    Salem, OR 97301-2532
                                  PO Box 27647                    503-986-4670
                                  Raleigh, NC 27611               TTD: 503-986-4762
                                  919-733-3313                    Fax: 503-986-4784
 Nevada                           Fax: 919-715-0524               e-mail:
 Administrator, Department of     e-mail:
 Business and Industry  
 Measurement Standards                                            ent_Standards/MSDINFO.html
                                  North Dakota
 Weights and Measures
                                  Director, North Dakota Public   Pennsylvania
 2150 Frazier Avenue
                                  Service Commission              Director, Bureau of Ride and
 Sparks, NV 89431
                                  Testing and Safety Division     Measurement Standards
                                  600 East Boulevard Ave.         Department of Agriculture
 Fax: 775-688-2533
                                  Department 408                  2301 North Cameron St.
 New Hampshire                    Bismarck, ND 58505-0480         Harrisburg, PA 17110-9408
 Commissioner, Bureau of          701-328-2413 or 701-328-3337    717-787-9089 or 717-787-6772
 Weights and Measures             TDD toll free: 1-800-336-6888   Fax: 717-783-4158
 Department of Agriculture,       Fax: 701-324-2410               e-mail:
 Markets and Food                 e-mail:               
 PO Box 2042            
 Concord, NH 03302-2042              Puerto Rico
 603-271-3700                                                     Aide to the Secretary
                                  Ohio                            Department of Consumer
 Fax: 603-271-1109
                                  Chief, Ohio Department of       Affairs P.R., Office of the
 New Jersey                       Agriculture, Division of        Secretary, Centro
 State Superintendent, Office
 of Weights and Measures
                   State Weights and Measures Offices
Gubernamental Minillas         Texas                           and Industry Standards
P.O. Box 41059 Minillas        Coordinator for Weights and     Consumer Protection
Station                        Measures, TX Department of      1100 Bank St., Room 402
San Juan, PR 00940-1059        Agriculture, Regulatory         Richmond, VA 23219
787-721-0940 or 787-721-0960   Division                        804-786-2476
                               PO Box 12847                    Toll free: 1-800-552-9963
Rhode Island                                                   Fax: 804-786-1571
                               Austin, TX 78711
Supervising Metrologist                                        e-mail:
Mercantile Weights and                               
                               TDD/TTY toll free: 1-800-735-
Measures Division, Depart-                           
ment of Labor and Training                                     sumer/index.html
                               Fax: 512-463-8225
610 Manton Ave.
Providence, RI 02909                                           Washington
401-457-1867                   Utah                            Program Manager
Fax: 401-457-1873              Director, Division of           Weights and Measures
                               Regulatory Services             Department of Agriculture
South Carolina                                                 PO Box 42560
                               State Department of
Assistant Commissioner                                         Olympia, WA 98504-2560
Consumer Services Division                                     360-902-1857
                               PO Box 146500
Department of Agriculture                                      Fax: 360-902-2086
                               Salt Lake City, UT 84114-6500
PO Box 11280                                                   e-mail:
Columbia, SC 29211-1280                              
                               Fax: 801-538-7126
Fax: 803-737-9703                                              West Virginia
e-mail:                        Vermont                         Director, Weights and       Supervisor, Consumer            Measures Section    Assurance Section               Division of Labor
erServ/consumer.htm            Department of Agriculture       570 West MacCorkle Ave.
                               Food & Markets                  St. Alban, WV 25177
South Dakota                                                   304-722-0602
                               116 State Street, Drawer 20
Director. Division of                                          Fax: 304-722-0605
                               Montpelier, VT 05620-2901
Commercial Inspection and                                      e-mail:
                               802-828-3456 or 802-828-2436
                               Fax: 802-828-2361
118 West Capitol
Pierre, SD 57501-2036                                          Wisconsin
605-773-3697                                                   Bureau of Consumer
Fax: 605-773-6631              Virgin Islands                  Protection, Department of
                               Director, Consumer              Agriculture Trade and
Tennessee                                                      Consumer Protection
                               Protection Services
Standards Administrator                                        2811 Agriculture Dr.
                               Weights and Measures
Weights and Measures                                           Madison, WI 53718
                               Division, Dept. of Licensing
Department of Agriculture                                      Toll free in WI: 1-800-422-7128
                               and Consumer Affairs
PO Box 40627                                                   TTD/TTY: 608-224-5058
                               Golden Rock Shopping Center
Melrose Station                                                Fax: 608-224-4939
Nashville, TN 37204
                               St. Croix, VI 00820
615-827-5109                                                   Wyoming
Toll free: 1-800-628-2631                                      Department of Agriculture,
                               Toll free: 1-888-800-3522
Fax: 615-837-5015                                              Consumer Compliance
                               Fax: 340-778-8250
e-mail:                                                        2219 Cary Ave.
                                                          Cheyenne, WY 82002-0100    Virginia                        307-777-6590
                               Program Manager                 Fax: 307-777-6593
                               Virginia Department of
                               Agriculture & Consumer
                               Services, Office of Product

                                    Federal Agencies
  Many federal agencies have enforcement and/or complaint-handling duties for products and serv-
  ices used by the general public. Others act for the benefit of the public, but do not resolve indi-
  vidual consumer problems.

  Agencies also have fact sheets, booklets and other information which might be helpful in making
  purchase decisions and dealing with consumer problems. If you wish to access Federal agencies
  electronically, the websites and/or e-mail addresses are listed for a number of them.

  If you need help in deciding whom to contact with your consumer problem, check the index at the
  end of this book or call the Federal Citizen Information Center (FIC) toll free on 1-800-333-4636.

  The Federal agencies listed below respond to consumer complaints and inquiries.

   Architectural and               1600 Clifton Road NE                products, including toys and
                                   Atlanta, GA 30333                   nursery equipment, appli-
    Transportation                 Toll free: 1-800-311-3435           ances, sports, yard and play-
  Barriers Compliance                             ground equipment, furniture,
   Board (ACCESS          (Spanish)       clothing, computers, and fire-
         Board)                                                        works. It announces about 250
                                    Commodity Futures                  recalls a year of potentially
 1331 F Street, NW, Suite 1000      Trading Commission                 unsafe products. To get infor-
 Washington, DC 20004-1111
                                          (CFTC)                       mation on product recalls or
 202-272-5434                                                          report a hazardous product or
 Toll free: 1-800-872-2253         Office of Public Affairs            product-related injury, call
 TDD: 202-272-5449; TDD/TTY        Lafayette Center                    CPSC’s hotline (Spanish-
 toll free: 1-800-993-2822         1155 21st Street, NW                speaking staff available), visit
 Fax: 202-272-5447                 Washington, DC 20581                its website, or send an e-mail.
 e-mail:     202-418-5080                        To order free publications,              Fax: 202-418-5525                   visit the website or write to
                                   e-mail:                the address above, Attention:
  Centers for Disease                            Publications Request.
      Control and                  Also, see CFTC Consumer
   Prevention (CDC)                Alerts/Advisories under                 Department of
                                   “Consumer Protection” on the          Agriculture (USDA)
 CDC National STD and              CFTC web homepage at
 AIDS Hotline            
                                                                       Animal and Plant Health
 Centers for Disease Control         Consumer Product                  Inspection Service
 and Prevention                                                        Public Affairs
 CDC National STD Hotline: 1-
                                     Safety Commission
                                                                       Department of Agriculture
 800-227-8922                             (CPSC)                       4700 River Road, Unit 51
 Toll free: 1-800-342-AIDS (1-     Washington, DC 20207                Riverdale, MD 20737
 800-342-2437) (24 hrs.)           Toll free: 1-800-638-CPSC (1-       301-734-7799
 TDD toll free: 1-800-243-7889     800-638-2772) (Product Safety       Fax: 301-734-5221
 (for Deaf and hard of hearing     Hotline)                  
 callers)                          TDD toll free: 1-800-638-8270                                                       Center for Nutrition Policy
                                   Fax on demand: 301-504-0051
                                                                       and Promotion
 General Inquiries                                                     Department of Agriculture
 Centers for Disease Control
                                   CPSC oversees the safety of         3101 Park Center Dr., 10th Fl.
 and Prevention                                                        Alexandria, VA 22302-1594
 Mailstop F07                      over 15,000 kinds of consumer

124           Provided financial support for the publication of the Consumer Action Handbook.
                                    Federal Agencies
(Dept. of Agriculture con’t.)      National Institute of               Patents ( 20231)
703-605-4266                       Standards and Technology            Trademarks: 2900 Crystal
202-606-8000 (publication order    Metric Program                      Drive (22202)
line)                              Department of Commerce              Arlington, VA 22202
Fax: 703-605-0809                  100 Bureau Dr., Mail Stop 2000      703-308-4357
e-mail: cnpp-                      Gaithersburg, MD 20899-2000         Toll free: 1-800-786-9199                   301-975-3690                        TDD/TTY: 703-305-7785                  Fax: 301-948-1416                   Fax: 703-308-5258
Cooperative State        
Research, Education, and           The metric program educates              Department of
Extension Service                  the public and offers free               Defense (DOD)
Department of Agriculture          resources to facilitate greater
1400 Independence Ave., SW         awareness and understanding         National Committee for
Washington, DC 20250-2215          of the metric system of meas-       Employer Support of the
202-720-7947                       urement.                            Guard and Reserve
Fax: 202-690-3162                                                      Department of Defense                    Office of Weights and
                                                                       1555 Wilson Blvd., Suite 200
Or consult county government       Measures
                                                                       Arlington, VA 22209-2405
listings in your local telephone   National Institute of
directory for the number of        Standards and Technology
                                                                       Toll free outside DC: 1-800-
your local Cooperative             Department of Commerce
Extension.                         Room 223, Building 820
                                                                       Fax: 703-696-1411
                                   Gaithersburg, MD 20899
Meat and Poultry Hotline                                     
Department of Agriculture                                              Provides assistance with
                                   Fax: 301-926-0647
1400 Independence Ave., SW                                             employer/employee problems
Room 2925 South                                                        for members of the Guard and
Washington, DC 20250                                                   Reserve and their employers.
                                   The Office of Weights and
202-720-3333                                                           See page 157 for Family and
                                   Measures of the National
Toll free: 1-800-535-4555                                              Community Service Centers.
                                   Institute of Standards and
TDD/TTY toll free: 1-800-256-      Technology promotes unifor-              Department of
7072                               mity in U.S. weights and                  measures laws, regulations,              Education (ED)
                                   and standards to achieve equi-
Office of Communications                                               Toll-Free Information
                                   ty between buyers and sellers
Department of Agriculture                                              Phone Numbers
                                   in the marketplace.
1400 Independence Ave., SW                                             Department of Education
Room 506-A                         Seafood Inspection        
Washington, DC 20250               Program                             Toll free: 1-800-USA-LEARN
202-720-2791                       National Oceanic and                (1-800-872-5327)
                                   Atmospheric Administration          TTY/TDD toll free: 1-800-437-
    Department of                  Department of Commerce              0833
   Commerce (DOC)                  1315 East-West Highway              e-mail:
                                   F/SI Room 10842           
Bureau of the Census               Silver Spring, MD 20910             Use this phone number to
Department of Commerce             301-713-2355                        obtain information on the
Customer Services                  Toll free: 1-800-422-2750           Department of Education’s
Washington, DC 20233               Fax: 301-713-1081                   programs and major initia-
301-763-INFO (301-763-4636)               tives; publications,
Fax: 301-457-4714                                                      videos, and other materials;
                                   U.S. Patent and
e-mail:                                                                directory assistance; and
                                   Trademark Office                                                   referrals to specialists or
                                   Department of Commerce                                                         other experts.
                                   Patents: Commissioner for

           Provided financial support for the publication of the Consumer Action Handbook.         125
                                    Federal Agencies
 (Dept. of Education con’t.)        e-mail:                          Publications Center for the
                                       U.S. Department of Education.
 Toll free: 1-800-424-1616
                                           You can contact EDPubs to
 TTY/TTD: 202-219-1699
                                    NCBE is funded by the Office     find out what’s available on
                                    of Bilingual Education and       topics of interest to you and to
                                    Minority Languages Affairs       order free copies of publica-
 Use this phone number to
                                    (OBEMLA) to collect, analyze,    tions, videotapes, CD-ROMS,
 reach the National Library of
                                    synthesize and disseminate       posters, bookmarks, and
 Education to obtain informa-
                                    information related to the       other products. Many
 tion about education statis-
                                    education of bilingually and     Department publications can
 tics, research, and publica-
                                    culturally diverse students in   be acquired instantly in elec-
 tions published by the Office
                                    the U.S.                         tronic form via the Internet.
 of Educational Research and
                                                                     You can order copies of publi-
 Improvement.                       Office of                        cations using one of the ways
 1-800-LET-ERIC                     Intergovernmental and            listed above.
 Use this phone number to find      Interagency Affairs
 out about the Educational          Department of Education          Federal Student Aid
 Resources Information Center       400 Maryland Ave., SW            Information Center
 (ERIC) and the world’s largest     Room 5E301                       Department of Education
 database of educational mate-      Washington, DC 20202             Toll free: 1-800-4FED-AID (1-
 rials. Call to learn about new     202-401-0404                     800-433-3243) Use this phone
 materials or receive referrals     Fax: 202-401-8607                number to receive information
 to other agencies.                                                  about how to apply for federal
                                    Office of Public Affairs         student aid.
 EDInfo Electronic                  Department of Education          TTY/TDDtoll free: 1-800-730-
 Newsletter                         400 Maryland Ave., SW            8913
 e-mail:                            Room 7E231                       Fax: 202-708-7970              Washington, DC 20202             e-mail:       202-401-1576           
 fo/ei-annou.html                   Fax: 202-401-3130                If the student has already filed
 Join the EDInfo mailing list       Office of Special                a free Application for Federal
 by:                                Education and                    Student Aid, he or she can
 1. Addressing an e-mail mes-       Rehabilitative Services          check the status of the appli-
 sage to                                        cation by calling 319-337-5665.
 2. Writing this (and nothing                                        For Direct Loan toll-free serv-
                                    Department of Education
 else) in the message: sub-                                          ices, including information
                                    330 C Street, SW, Room 3132
 scribe EDInfo yourfirstname                                         about repayment options call
                                    Washington, DC 20202-2524
 yourlastname (for example                                           the Direct Loan Origination
 “subscribe EDInfo                                                   Center – Applicant Services:
                                    TDD: 202-205-4208
 John Doe”). If you have a sig-                                      1-800-557-7394 Consolidation:
 nature block please turn it off.                                    1-800-557-7392 TDD: 1-800-555-
                                    Publications Center              7395 School Relations: 1-800-
 National Clearinghouse                                              848-0978 Additional websites
 for Bilingual Education                                             for students:
                                    Department of Education
 (NCBE)                             PO Box 1398                      dentaid for financial profes-
 Department of Education            Jessup, MD 20794-1398            sionals: for Direct
 The George Washington              Toll free: 1-877-4ED-PUBS (1-    Loans:
 University                         877-433-7827)          
 1118 22nd Street, NW               TTY/TDD toll free: 1-877-576-
 Washington, DC 20037               7734
 202-467-0867                       Fax: 301-470-1244
 Toll free outside DC: 1-800-       e-mail:
 321-NCBE (1-800-321-6223)
 Fax: 1-800-531-9347 or 202-467-    EdPubs is the Education

                                 Federal Agencies
                                                                   Center for Food Safety
    Department of                  Department of                   and Applied Nutrition
    Energy (DOE)                  Health and Human                 Information Line
                                   Services (HHS)                  Food and Drug Administration
Energy Efficiency and                                              Toll free: 1-888-SAFEFOOD
Renewable Energy                                                   (1-888-723-3366) [10:00 a.m.-
Clearinghouse                   Administraton on Aging             4:00 p.m.]
Department of Energy            Wilbur J. Cohen Building 
P.O. Box 3048                   330 Independence Ave., SW
                                                                   Center for Beneficiary
Merrifield, VA 22116            Washington DC 20201
                                Eldercare Locator toll-free: 1-
Toll free: 1-800-DOE-3732
                                800-677-1116 (M – F, 9 a.m. to 8   Centers for Medicare &
TDD toll free: 1-800-273-2957
                                p.m. EST)                          Medicaid Services (CMS)
                                The Eldercare locator is run by    Department of Health and
For information about conser-
                                the DHHS and two associa-          Human Services (HHS)
vation and renewable energy.
                                tions for the aged. Set up to      7500 Security Boulevard
Office of Energy                locate community assistance        Baltimore, MD 21244-1850
Efficiency and Renewable        for senior citizens, its trained   Toll free: 1-800-MEDICARE (24
Energy                          volunteers can provide you         hours a day, 7 days a week)
Department of Energy            with the names and phone           TDD toll free: 1-877-486-2048
Washington, DC 20585            numbers of local organiza-
202-586-4074                    tions that can help you and        Call 1-800-MEDICARE to get
Fax: 202-586-1233               the person you have been car-      help with your questions about
For inquiries about weather-    ing for.                           Medicare. You can order
ization assistance.                                                Medicare publications
                                National Clearinghouse on          (English, Spanish, audi-tape,
Office of Building              Child Abuse and Neglect            braille), get detailed informa-
Technology, State and           Information                        tion about the Medicare man-
Community Programs              Department of Health and           aged care plans in your area,
Department of Energy            Human Services (HHS)               order Medicare health plan
Washington, DC 20585            330 C Street, SW                   quality and customer satisfac-
202-586-1510                    Washington, DC 20447               tion information, and listen to
Fax: 202-586-5145               703-385-7565 (8:30 a.m. - 5:30     recorded questions and
                                p.m., M-F)                         answers on topics such as
Office of Scientific and
                                Toll free outside DC: 1-800-       Medicare health plan choices
Technical Information
                                394-3366 (8:30 a.m. - 5:30 p.m.,   and health plan quality infor-
Department of Energy
                                M-F, automated system off-         mation. CMS runs the
P.O. Box 62
                                hours.)                            Medicare, Medicaid, Clinical
Oak Ridge, TN 37832
                                e-mail:          Laboratories (under the CLIA
                                    program), and Children’s
865-576-8401 (document
                                                                   Health Insurance programs,
requests)                       Food and Drug                      and works to make sure that
Fax: 865-576-2865               Administration                     the beneficiaries in these pro-                    5600 Fishers Lane, Room 1675       grams are able to get high
                                Rockville, MD 20857                quality health care.
                                Toll free: 1-888-463-6332 (10
                                a.m. - 4 p.m. ET)                  Office of the Inspector
                                              General - Fraud Hotline
                                                                   Department of Health and
                                                                   Human Services (HHS)
                                                                   PO Box 23489
                                                                   Washington, DC 20026
                                                                   Toll free: 1-800-HHS-TIPS (1-

                                     Federal Agencies
 (Dept. of Health and Human         a.m. to 5:00 p.m. EST, Monday     President’s Council on
 Services con’t.)                   thru Friday. Contact NIMH for     Physical Fitness and
 TTY toll free: 1-800-377-4950      information on the symptoms,      Sports
 Fax: 1-800-223-8164 (cover         diagnosis and treatment of        Department of Health and
 sheet required/10 page max.)       mental disorders, clinical tri-   Human Services (HHS)
 e-mail:          als and research. A publica-      HHH Building, Room 738H
                                    tions ordering system is          200 Independence Avenue, SW
 National Cancer Institute          available on the NIMH web-        Washington, DC 20201
 (NCI)                              site. Some publications are       202-690-9000
 Department of Health and           available in Spanish.             Fax: 202-690-5211
 Human Services (HHS)                                       
 Toll free: 1-800-4-CANCER (1-      National Runaway
 800-422-6237)                      Switchboard                          Department of                     Department of Health and
                                                                       Housing and Urban
                                    Human Services (HHS)
 National Health                    3080 N. Lincoln Ave.               Development (HUD)
 Information Center                 Chicago, IL 60657
 Department of Health and           773-880-9860                      Home Improvement
 Human Services (HHS)               Toll free: 1-800-621-4000 or      Branch
 P.O. Box 1133                      1-800-621-0394                    Department of Housing and
 Washington, DC 20013-1133          Fax: 773-929-5150                 Urban Development
 301-565-4167 (Maryland)            e-mail:    451 7th St., SW, Rm. 9272
 Toll free: 1-800-336-4797             Washington, DC 20410
 Fax: 301-984-4256                                                    202-708-6396
 e-mail:              Office of Civil Rights            Fax: 202-401-8951               Department of Health and
 A health information referral      Human Services (HHS)
                                    26 Federal Plaza                  Home Mortgage Insurance
 service which links consumers
 and health professionals who       New York, NY 10278                Division
 have health questions with         212-264-3313                      Department of Housing and
 organizations best able to pro-    Toll free: 1-800-368-1019         Urban Development
 vide answers. Also maintains       TTY: 212-264-2355                 451 Seventh St., SW, Rm. 9272        Fax: 212-264-3039                 Washington, DC 20410
 National Institute of              Office of Civil Rights
                                    Department of Health and          Inspector General’s Fraud
 Mental Health (NIMH)
 National Institutes of Health      Human Services (HHS)              Hotline
 Department of Health and           200 Independence Ave., SW         Department of Housing and
 Human Services                     Room 515F, Mail Stop 506F         Urban Development
 6001 Executive Boulevard           Washington, DC 20201              Office of Investigations
 Room 8184                          202-619-0403                      451 7th St., SW
 Bethesda, MD 20892-9663            Toll free: 1-800-368-1019         Washington, DC 20410-4500
 301-443-4513                       Fax: 202-619-3818                 202-708-4200
 TTY: 301-443-8431                  e-mail:       Toll free outside DC: 1-800-
 Fax: 301-443-4279                          347-3735
 e-mail:                                             TDD toll free: 1-800-304-9597
                                    Office of Child Support           e-mail:                   Enforcement
 Fax on Demand: 301-443-5158                                
                                    Department of Health and
 (Mental Health Fax 4U)             Human Services (HHS)              Office of Manufactured
 NIMH is the federal agency         370 L’Enfant Plaza, SW, 4th       Housing Program
 that conducts and supports         Floor East                        Office of the Deputy Assistant
 research that seeks to under-      Washington, DC 20447              Secretary for Regulatory
 stand, treat, and prevent men-     202-401-9373                      Affairs and Manufactured
 tal illness. Trained information   Fax: 202-205-5927                 Housing
 specialists are available 8: 30

                                   Federal Agencies
(Dept. of Housing and Urban       Housing                             Room 3645
Development con’t.)               451 7th St., SW, Rm. 9146           Washington, DC 20530
451 7th St., SW, Rm. 9152         Washington, DC 20410                202-514-2401
Washington, DC 20410              202-708-0502                        Fax: 202-514-6543
202-708-6423                      Toll free: 1-800-217-6970 (Home     e-mail:
Toll free: 1-800-927-2891         Buyer Assistance)         
Fax: 202-708-4213                 e-mail:
                               Civil Rights Division
e-mail:                                                   Department of Justice      es/respa_hm.cfm (RESPA) or
                               950 Pennsylvania Avenue, NW
mhs/mhshome.cfm                                                       Washington, DC 20530
The Manufactured Housing          ls/ilshome.cfm (Interstate
                                  Land Sales)                         202-514-2151
Program is a consumer pro-                                            Fax: 202-514-0293
tection program that regulates    Handles complaints and pro-
                                  vides information regarding
the construction of certain
factory-built housing units       real estate loan transactions       Drug Enforcement
called “manufactured homes,”      and borrower rights under the       Administration (DEA)
formerly known as “mobile         Real Estate Settlement              Department of Justice
homes.” HUD works with 37         Procedures Act (RESPA). The         Washington, DC 20537
states to respond to consumer     Interstate Land Sales pro-          202-307-1000
complaints. The Minimum           gram protects consumers   
Property Standards (MPS)          from fraud and abuse in the
                                  sale or lease of land. The          Federal Bureau of
establish certain minimum
                                  Interstate Land Sales Full          Investigation (FBI)
standards for buildings con-
                                  Disclosure Act requires land        Department of Justice
structed under HUD housing
                                  developers to register subdivi-     935 Pennsylvania Avenue, NW
programs. This includes new
                                  sions of 100 or more non-           Washington, DC 20535
single family homes, multi-
                                  exempt lots with HUD and to         202-324-3000
family housing and health
                                  provide each purchaser with a
care type facilities.
                                  disclosure document called a
Office of Affordable                                                  National Center for
                                  Property Report. The Property
Housing Programs                  Report contains relevant infor-     Missing and Exploited
Department of Housing and         mation about the subdivision        Children (NCMEC)
Urban Development                 and must be delivered to each       Department of Justice
451 7th Street, SW, Rm. 7164      purchaser before the signing        699 Prince St.
Washington, DC 20410              of the contract or agreement.       Alexandria, VA 22314-3175
202-708-2685                                                          703-274-3900
                                        Department of                 Toll free: 1-800-THE-LOST (1-
Office of Fair Housing and              Justice (DOJ)                 800-843-5678) 24 hours/7 days
Equal Opportunity                                                     Fax: 703-274-2200
Department of Housing and                                             TTY toll free: 1-800-826-7653
                                  Americans with
Urban Development                                           
                                  Diasabilities Act (ADA)
451 7th St., SW Rm. 5100                                              The National Center for
                                  Information Line                    Missing and Exploited
Washington, DC 20410
                                  Civil Rights                        Children is a national organi-
                                  Department of Justice               zation operating a resource
Toll free: 1-800-669-9777 (hot-
                                  PO Box 66738                        center and clearinghouse in
line complaints)
                                  Washington, DC 20035-6738           cooperation with the DOJ
Real Estate Settlement            Toll free: 1-800-514-0301           with an exclusive focus on
Procedures Act Division           TTY toll free: 1-800-514-0383       protecting children against
Office of RESPA and               victimization outside the fami-
Interstate Land Sales             hom1.htm                            ly and marshalling the justice
Office of the Deputy Assistant                                        system’s response to crimes
                                  Antitrust Division
Secretary for Regulatory                                              against children.
                                  Department of Justice
Affairs and Manufactured
                                  950 Pennsylvania Ave., NW,

          Provided financial support for the publication of the Consumer Action Handbook.           129
                                  Federal Agencies
                                  200 Constitution Avenue, NW     crimination, and family and
  Department of Labor             Washington, DC 20210            medical leave, and dependent
        (DOL)                     202-693-1999                    care (child and/or elder care)
                                  Fax: 202-693-1634               policies.
 Office of Disability   
 Employment Policy                                                Department of State
                                  Office of Public Affairs
 Department of Labor                                                    (DOS)
                                  Department of Labor
 1331 F Street, NW, Suite 300     200 Constitution Avenue, NW
 Washington, DC 20004                                             Overseas Citizens
                                  Washington, DC 20210
 202-376-6200                     202-693-4650 (news media        Services
 TDD: 202-376-6205                inquiries)                      Department of State
 Fax: 202-376-6219                           Washington, DC 20520                                                202-647-5225 (emergencies and
                                  Pension and Welfare             non-emergencies, Mon.-Fri.,
 Employment Standards             Benefits Administration         8:15 a.m.-10 p.m.)
 Administration                   Office of Program Services      202-647-4000 (after hours
 Department of Labor              Department of Labor             emergencies, Sundays, holi-
 Room S2321                       200 Constitution Ave., NW       days call and ask for the duty
 200 Constitution Avenue, NW      Room N-5619                     officer)
 Washington, DC 20210             Washington, DC 20210            Fax: 202-647-2867
 202-693-0200                     202-219-8776          
 202-693-0023 (public affairs     Toll free: 1-800-998-7542       For help with emergencies and
 office)                               non-emergencies affecting                 Provides information and        private Americans abroad.
 Employment and Training          answers questions on private    Office of Children’s Issues
 Administration                   sector, employer-sponsored      (international child abduction
 Office of Public Affairs         pension benefit and health      & adoption of foreign children)
 Department of Labor              benefit plans.                  202-736-7000, Fax: 202-663-2674
 200 Constitution Avenue, NW      Office of the Assistant         National Passport
 Room S4206                       Secretary                       Information Center
 Washington, DC 20210             Veteran’s Employment and        Passport Services
 202-693-3900                     Training Service                Department of State
 Fax: 202-693-3839                Department of Labor             1-900-225-5674 These calls are                   200 Constitution Avenue, NW     $1.05 a minute to speak with a
 Mine Safety and Health           Room S1316                      Customer Service
 Administration                   Washington, DC 20210            Representative and $.35 per
 Department of Labor              202-693-4700                    minute for automatic service.
 Ballston Towers #3               Fax: 202-693-4755               Toll free: 1-888-362-8668 (for
 4015 Wilson Blvd.                e-mail:     credit card users) These calls
 Arlington, VA 22203                   require credit card payment
 703-235-1452                                                     for a flat fee of $4.95 per call.
                                  Women’s Bureau                  TDD: 1-900-225-7778, TDD toll
 Toll free: 1-800-746-1554        Department of Labor
 (anonymous reporting of haz-                                     free: 1-888-498-3648
                                  200 Constitution Ave., NW
 ardous working conditions in a   Washington, DC 20210
 mine area)                                                       For information on U.S. pass-
                                  202-693-6710                    ports, including the status of                     Toll free: 1-800-827-5335 (24   pending applications, as well
 Occupational Safety and          hours)                          as the locations of the over
 Health Administration            Fax: 202-693-6725               4,500 passport acceptance
 (OSHA)                                  facilities.
 Office of Information and        The Women’s Bureau covers
 Consumer Affairs                 work issues such as sexual
 Department of Labor              harassment, pregnancy dis-

                                  Federal Agencies
(Dept. of State con’t.)          National Park Service           United States Customs
                                 Department of the Interior      Service
Visa Services                    1849 C Street, NW               Department of the Treasury
Department of State              Washington, DC 20240            1300 Pennsylvania Ave., NW
Washington, DC 20520             202-208-4747 (public affairs    Washington, DC 20229
202-663-1225 (8:30 a.m. - 5:00   office)                         202-354-1000
p.m., EST M-F)                   Fax: 202-219-0190               Fax: 202-927-1380
Emergency after hours: 202-           
Fax: 202-663-3897                  Department of the             Office of Legislative and
e-mail:              Treasury                   Public Affairs                                    Financial Management
vices.html                                                       Service
For information on U.S. visas
                                 Bureau of Alcohol,
                                                                 Department of the Treasury
for foreigners.                  Tobacco and Firearms            Liberty Center
                                 Department of the Treasury      401 14th Street, SW, Rm. 555
  Department of the              650 Massachusetts Ave., NW      Washington, DC 20227
                                 Washington, DC 20226
    Interior (DOI)                                               202-874-6740
                                 202-927-7777                    Fax: 202-874-7016
                                 Fax: 202-927-7862     
Bureau of Indian Affairs
Department of the Interior                                       Internal Revenue Service
1849 C Street, NW                Bureau of Engraving and         (IRS)
Washington, DC 20240             Printing                        Department of the Treasury
202-208-3711                     Office of External Relations    General Information: 1-800-       Department of the Treasury      829-1040
affairs.html                     14th and C Sts. SW, Rm. 533 M   Automated Refund
                                 Washington, DC 20228            Information: 1-800-829-4477
Bureau of Land                   202-874-3019
Management                                                       Taxpayer Advocate Service:
                                 Fax: 202-874-3177               1-877-777-4778
Department of the Interior
1849 C Street, NW                                                TDD: 1-800-829-4059
Washington, DC 20240             Office of the         
202-452-5125                     Commissioner                    IRS e-file: IRS e-file is fast,
Fax: 202-452-5124                Bureau of the Public Debt       easy, and safe; more than 46                      Department of the Treasury      million Americans chose IRS
                                 999 E Street, NW, Room 500      e-file to file their 2001 tax
Fish and Wildlife Service        Washington, DC 20239            returns. Information about fil-
Department of the Interior       202-691-3502                    ing from your home computer
18th and C Streets, NW         is available at
Washington, DC 20240                                             IRS e-payment: IRS e-pay-
202-208-4131                     Customer Assistance             ment options offer secure,                      Group                           convenient payment of tax bal-
                                 Comptroller of the Currency     ances. Direct debits can be
Geological Survey
                                 Department of the Treasury      authorized on electronically
Department of the Interior
                                 1301 McKinney St., Suite 3710   filed returns. Credit card pay-
12201 Sunrise Valley Drive
                                 Houston, TX 77010               ments can be made through e-
Reston, VA 20192
                                 Toll free: 1-800-613-6743       filing software, by phone, or
                                      via the Internet. For more
                                                                 information, go to
                                                                 Refund Status: IRS has more
                                                                 options than ever for you to
                                                                 check the status of a federal
                                                                 income tax refund. Access

                                    Federal Agencies
 (Dept. of the Treasury con’t.)    bond interest rates)               Federal Aviation
 the secure website at                                                Department of Transportation to find out if the    Customer Service Center
                                                                      800 Independence Avenue, SW
 IRS received your return and      United States Mint
                                                                      Washington, DC 20591
 whether your refund was           Department of the Treasury
 processed and sent to you.        10003 Derekwood Lane
                                                                      Toll free: 1-800-FAA-SURE (1-
 You can also call toll free 1-    Lanham, MD 20706
                                                                      800-322-7873) (consumer hot-
 800-829-4477 or 1-800-829-1040.   Toll free: 1-800-872-6468
                                                                      line other than safety issues,
 Whichever method you    
                                                                      see above, 8 am-4 pm, M-F
 choose, you’ll need your social                                      EST)
 security number, filing status,
                                       Department of
 and the refund amount.                Transportation
 Employer Identification                   (DOT)                      Aviation Consumer
 Numbers: Employer                                                    Protection Division
 Identification Numbers (EIN)      United States Coast                Department of Transportation
 can be obtained by fax, mail,     Guard                              Washington, DC 20590
 or phone.To get an EIN by fax     Navigation Center                  202-366-2220
 or mail, download Form SS-4,      Department of Transportation
 Application for Employer ID       7323 Telegraph Road                Airline Service Complaints.
 Number, from or       Alexandria, VA 22315-3998
 order a copy from 1-800-829-                                         Office of Safety (RRS)
                                   703-313-5900                       Federal Railroad Administration
 3676. Complete the form and       Toll free: 1-800-368-5647
 fax or mail it to the number                                         Department of Transportation
                                   (Customer Information line)        Office: 1120 Vermont Ave., NW
 shown on the form for your
 state.To get an EIN by phone,                                        Washington, DC 20005
 call toll-free 1-866-816-2065     National Response Center           202-493-6300
 Monday through Friday             United States Coast Guard          Fax: 202-493-6309
 between 7:30 a.m. and 5:30        Department of Transportation       Mailing Address:
 p.m. local time.                  2100 2nd St., SW, Rm. 2611         Federal Railroad Administration
                                   Washington, DC 20593               400 7th St., SW, MS 25
 Office of Thrift                  Toll free: 1-800-424-8802          Washington DC 20590
 Supervision                       Fax: 202-267-2165                  National Highway Traffic
 Compliance Policy       
 Department of the Treasury                                           Safety Administration
                                   NRC must be called immedi-
 1700 G Street, NW                                                    (NHTSA)
                                   ately if there is an environ-
 Washington, DC 20552                                                 Department of Transportation
                                   mental release of hazardous
 Toll free: 1-800-842-6929                                            400 7th Street, SW Room 5232
                                   chemicals, biological, radio-
 e-mail:                                                Washington, DC 20590
                                   logical or etiological agents or                                                 Toll free DOT Safety Hotline:
                                   oil pollution; NRC provides                                                    1-888-DASH 2 DOT (1-888-
                                   the WMD hotline.
 The Office of Thrift                                                 327-4236)
 Supervision handles com-          Federal Aviation         
 plaints about Federal savings     Administration (ASY- 300)          Auto Safety Hotline. NHTSA
 and loans and Federal savings     Department of Transportation       wants to hear from consumers
 banks.                            Washington, DC 20591               regarding potential defects in
                                   Toll free: 1-800-255-1111 (Air     their cars. NHTSA’s hotline
 Bureau of the Public Debt         safety hotline for general pub-    has information on safety
 Marketing Office                  lic and aviation community to      recalls; crash test ratings;
 Department of the Treasury        report unsafe aviation prac-       child safety seats; bicycles;
 999 E Street NW, Ste. 313         tices.)                            air bags; and impaired driving
 Washington, DC 20239                                                 prevention.
 Toll free: 1-800-4US-BOND
 (toll free recording of savings

                                    Federal Agencies
(Dept. of Transportation con’t.)    cemetery grants program, and       Indoor Air Quality
                                    presidential memorial certifi-     Information
Transportation Security             cates.                             Clearinghouse (IAQ INFO)
Administration                                                         Environmental Protection
Department of Transportation        Veterans Benefits
400 7th St., SW                     Administration
                                                                       PO Box 37133
Washington, DC 20590                Department of Veterans
                                                                       Washington, DC 20013
Toll free: 1-866-289-9673 (For      Affairs (20S5)
complaints about the baggage        810 Vermont Avenue, NW
                                                                       Toll free: 1-800-438-4318
screening process at airports.      Washington, DC 20420
Also to report items damaged        202-273-7588 (for publications
in screening.)                      only)
                                                                       The IAQ is an easily accessi-
Toll free: 1-888-328-6172 (For      Toll free: 1-800-827-1000
                                                                       ble, central source of informa-
Security Screener and Law 
                                                                       tion on indoor air quality.
Enforcement employment              For information about benefits.
inquiries)                                                             Inspector General’s Fraud,
                                    Veterans Health                                                        Waste and Abuse Hotline
                                    Administration (10C3)
                                                                       Environmental Protection
Federal Motor Carrier               Department of Veterans
Administration                      Affairs (VA)
                                                                       1200 Pennsylvania Ave., NW
Department of Transportation        810 Vermont Avenue, NW
                                                                       Mail Code 2410
400 7th St., SW                     Washington, DC 20420
                                                                       Washington, DC 20460
Washington, DC 20590                Toll free: 1-877-222-8387
202-366-2519                        Fax: 202-273-9609
                                                                       Fax: 202-260-0711                  For information about medical
     Department of                                                     EPA Headquarters
                                        Environmental                  Information Resources
    Veterans Affairs
                                      Protection Agency                Center
                                            (EPA)                      Environmental Protection
Toll free: 1-800-827-1000                                              Agency (EPA)
For information about VA            Energy Star® Program               Office location: 401 M Street,
medical care or benefits,           Environmental Protection           SW, Room M2904
write, call or visit your nearest   Agency                             Washington, DC 20460
VA facility.                        1200 Pennsylvania Ave., NW         202-260-5922 (general info.)
Consumer Affairs Service            Room 6202J                         Fax: 202-260-5153
                                    Washington, DC 20460               e-mail: public-access@epa-
Department of Veterans
                                    Toll free: 1-888-STAR-YES (1-
Affairs (075B)
                                    888-782-7937)                      Mailing address:
810 Vermont Avenue, NW
                                    e-mail:        1200 Pennsylvania Ave., NW
Washington, DC 20420
                                           Mailcode 3201
                                    The ENERGY STAR® label is          Washington DC 20460
For consumer information or
                                    awarded to products for the        This is the EPA headquarters
general assistance.
                                    home and office that are high-     library, which provides assis-
National Cemetery                   ly energy efficient. Buying        tance in locating EPA and
Administration                      appliances, consumer elec-         environmental information,
Department of Veterans              tronics, lighting, heating and     including general interest, non-
Affairs (402B2)                     cooling equipment and other        technical publications on a
810 Vermont Avenue, NW              products that carry this label     variety of environmental topics.
Washington, DC 20420                helps protect the environment
202-273-5221                        and saves money as well.
Fax: 202-273-6698
For information about burials,
headstones or markers, State

           Provided financial support for the publication of the Consumer Action Handbook.           133
                                    Federal Agencies
 Environmental Protection          Safe Drinking Water
 Agency con’t.)                    Hotline                                   Federal
                                   Environmental Protection               Communications
 National Pesticide
 Information Center
                                   Agency                                Commission (FCC)
                                   401 M Street, SW, MC 4604
 Environmental Protection
                                   Washington, DC 20460                Consumer &
                                   Toll free: 1-800-426-4791           Governmental Affairs
 Oregon State University
                                   Fax: 703-285-1101                   Bureau (CGB)
  333 Weniger Hall
                                   e-mail: hotline-sdwa@epa-           Federal Communications
 Corvalis, OR 97331-6502
 Toll free: 1-800-858-7378
                                        445 12th St., SW
 (United States, Puerto Rico,
                                   Answers questions on the            Washington, DC 20554
 Virgin Islands)
                                   Safe Drinking Water Act, rules      Toll free: 1-888-CALL-FCC (1-
 Fax: 541-737-0761
                                   and regulations, and consumer       888-225-5322)
                                   questions.                          Toll free: 1-888-TELL-FCC (1-
 A service that provides objec-    Toxic Substances Control            888-835-5322)
 tive, science-based informa-      Act Assistance                      e-mail:
 tion about a wide variety of      Information Service       
 pesticide-related subjects,                                           Public inquiries, informal com-
                                   Hotline (TSCA)
 including: pesticide products,                                        plaints, cable, radio, satellite,
                                   Environmental Protection
 recognition and management                                            telephone, television and wire-
 of pesticide poisonings, toxi-                                        less.
                                   401 M Street, SW
 cology, environmental chem-       Washington, DC 20024
                                                                          Federal Deposit
                                   TDD: 202-554-0551
 Public Liaison Division                                                 Corporation (FDIC)
 Environmental Protection          Fax: 202-554-5603
 Agency                            e-mail: tsca-
                                        Consumer Affairs Section
 401 M Street, SW
                                                                       Compliance and Consumer
 Washington, DC 20460                Equal Employment                  Affairs Division
 Fax: 202-260-0130 or 202-401-         Opportunity                     Federal Deposit Insurance
                                    Commission (EEOC)                  Corporation
                                                                       550 17th St., NW
                                                                       Washington, DC 20429
                                   Office of Communications
 Resource Conservation                                                 202-942-3100
                                   and Legislative Affairs
 and Recovery Act                                                      Toll free: 1-877-275-3342
                                   Equal Employment
 Environmental Protection                                              TDD toll free: 1-800-925-4618
                                   Opportunity Commission
 Agency                                                                Fax: 202-942-3098
                                   1801 L Street, NW
 RCRA, Superfund and                                         
                                   Washington, DC 20507
 EPCRA Hotline                                                         tions/customer/index.html
 Washington, DC 20460                                                  FDIC handles questions about
                                   Toll free outside DC area: 1-
 703-412-9810 (DC metro area)                                          deposit insurance coverage
                                   800-669-4000 (file-a-charge
 Toll free outside DC: 1-800-                                          and complaints about FDIC-
 424-9346                                                              insured state banks which are
                                   Toll free outside DC area: 1-
 TDD toll free: 1-800-553-7672                                         not members of the Federal
                                   800-669-3362 (publications)
 Fax: 703-412-3333                                                     Reserve System.
                                   TDD toll free outside DC
 e-mail:        area: 1-800-800-3302 (publica-      tions)
                                   TDD toll free outside DC
                                   area: 1-800-669-3302 (file-a-
                                   charge information)
                                   TTY toll free: 1-800-669-6820
                                   (to file a complaint)
134           Provided financial support for the publication of the Consumer Action Handbook.
                                   Federal Agencies
                                  Response and Recovery               and trust companies which are
 Federal Emergency                Directorate                         members of the Federal
Management Agency                 Federal Emergency                   Reserve System.
      (FEMA)                      Management Agency
                                  500 C Street, SW, Room 705               Federal Trade
Federal Insurance                 Washington, DC 20472
                                                                         Commission (FTC)
Federal Emergency                 Toll free: 1-800-621-FEMA (1-
                                  800-621-3362)                       Consumer Response
Management Agency
National Flood Insurance
                                  Disaster victims living in a        Federal Trade Commission
                                  presidentially-declared major       600 Pennsylvania Avenue, NW
500 C Street, SW
                                  disaster area can find out if       Washington, DC 20580
Washington, DC 20472
                                  they are eligible to apply for      Toll free: 1-877-FTC-HELP (1-
                                  disaster assistance by calling      877-382-4357)
Toll free: 1-888-CALL-FLOOD
                                  the toll free number.               TDD/TTY: 202-326-2502
TDD toll free: 1-800-427-5593
Fax: 202-646-2531
                                      Federal Maritime                The FTC works for the con-
                                        Commission                    sumer to prevent fraudulent,
U.S. Fire Administration                                              deceptive and unfair business
National Emergency Training       Office of Consumer Complaints       practices in the marketplace
Center (NETC)                     800 North Capitol St., NW           and to provide information to
Federal Emergency                 Washington, DC 20573                help consumers spot, stop,
Management Agency                 202-523-5807                        and avoid them. To file a com-
16825 South Seton Avenue          Fax: 202-275-0536                   plaint, or to get free informa-
Emmitsburg, MD 21727              e-mail:          tion on any of 150 consumer
301-447-1117 (Office of the                          topics, call toll free, 1-877-
Superintendent, National Fire     Regulatory agency maintaining       FTC-HELP (1-877-382-4357), or
Academy)                          statutory authority over ocean      use the complaint form at
301-447-1286 (Office of the       carriers and certain other enti- The FTC enters
Superintendent, Emergency         ties, operating in the water-       Internet, telemarketing, and
Management Institute)             borne foreign commerce of the       other fraud-related com-
Toll free: 1-800-238-3358         United States. Our assistance       plaints into Consumer                 is available to consumers           Sentinel, a secure, online
                                  engaged in disputes with trans-     database available to hun-
Office of Inspector               porting carriers as well as with    dreds of civil and criminal law
General                           cruise operators.                   enforcement agencies in the
Federal Emergency                                                     U.S and abroad.
Management Agency                      Federal Reserve
Toll free: 1-800-323-8603                 System                         General Services
(Government Waste Hotline)                                             Administration (GSA)                  Division of Consumer and
Office of Public Affairs          Community Affairs                   Business Service Centers
Federal Emergency                 Board of Governors of the           General Services
Management Agency                 Federal Reserve System              Administration
500 C St., SW                     20th & C Streets, NW                Toll free: 1-888-633-4472
Washington, DC 20472              Washington, DC 20551      
202-646-4600                      202-452-3693 (complaints only)      These centers provide practi-
Fax: 202-646-4086                 202-452-3204 (public affairs)       cal information on contracting
e-mail: (gener-      TDD: 202-452-3544                   procedures for small busi-
al inquiries)                         nesses wishing to do business                      The Board of Governors han-         with GSA. Call 1-888-633-4472
                                  dles consumer complaints            for information on how to
                                  about state-chartered banks         reach the center serving your

          Provided financial support for the publication of the Consumer Action Handbook.          135
                                   Federal Agencies
 (General Services                Service manages the disposi-        Center)
 Administration con’t.)           tion of surplus Federal per-        TDD toll free: 1-800-767-1833
                                  sonal property. Such property
 area or access the GSA web       may be (1) donated to public
 site at         agencies or qualified nonprofit       National Archives
 Federal Citizen                  organizations, or (2) sold to           and Records
 Information Center               the general public. For more           Administration
 General Services                 information, you may access
 Administration                   the web site at        National Archives and
 Pueblo, CO 81009                                                     Records Administration at
 Toll free: 1-800-FED-INFO for    Government Printing
                                                                      College Park
 information about federal pro-      Office (GPO)                     8601 Adelphi Road
 grams and services                                                   College Park, MD 20740-6001
 FCIC publishes the free          Superintendent of                   301-713-6800
 Consumer Information             Documents                           e-mail:
 Catalog, which lists more than   Government Printing Office
 200 free and low-cost Federal    P.O. Box 371954                     NARA is an independent
 booklets on a wide variety of    Pittsburgh, PA 15250                Federal agency that helps pre-
 consumer topics, and main-       202-512-1800                        serve our nation’s history by
 tains a one-stop federal con-    Toll free outside DC: 1-866-        overseeing the management
 sumer information website at     512-1800                            of all Federal records. NARA’s Conumers      Fax: 202-512-2250                   mission is to provide ready
 can get the information they     e-mail:              access to essential evidence
 need through printed publica-                   that documents the rights of
 tions, by calling toll free 1    The Government Printing             American citizens, the actions
 (800) FED INFO, and through      Office (GPO) sells many             of Federal officials, and the
 information posted on FCIC’s     Government publications and         national experience.
 family of websites at:           subscriptions of interest to,              consumers. GPO accepts               National Council on,                    orders by mail, telephone, fax,       Disability (NCD),                and e-mail, and operates 24, and www.con-       bookstores nationwide. For a        1331 F Street, NW For more        free catalog of new and popu-       Suite 850
 information, see page 2.         lar titles, which includes a list   Washington, DC 20004
                                  of the Government book-             202-272-2004
 Federal Information Relay                                            TDD: 202-272-2074
                                  stores, write to: Free Catalog,
 Service (see page 39)            P.O. Box 37000, Washington,         Fax: 202-272-2022
 General Services                 DC 20013.                           e-mail:
 Administration                   To order publications and sub-
                                  scriptions, write to the            The National Council on
 Surplus Federal Property
                                  address above Attn:                 Disability is an independent
                                  Government Publications.            federal agency making recom-
 General Services
                                                                      mendations to the President
 GSA disposes of both person-
                                      Immigration and                 and Congress on policies
                                       Naturalization                 affecting 54 million Americans
 al property and real estate.
                                                                      with disabilities.
 GSA’s Public Buildings                   Service
 Service sells most surplus
 government real estate. For      Immigration and
 information, you may call 1-     Naturalization Service
 800-472-1313 or access the       (INS)
 GSA website at:                  Department of Justice    Toll free: 1-800-375-5283
 GSA’s Federal Supply             (National Customer Service

                                    Federal Agencies
                                                                        interests of the general public
    National Credit                    Pension Benefit                  in such cases. The
        Union                             Guaranty                      Commission and the OCA are
    Administration                      Corporation                     separate from the Postal
                                                                        Service and have no involve-
1775 Duke Street                                                        ment in mail delivery or service.
Alexandria, VA 22314-3428          Customer Service
703-518-6330                                                             Railroad Retirement                       Pension Benefit Guaranty
                                   Corporation                                  Board
The National Credit Union
Share Insurance Fund pro-          1200 K Street, NW                    844 North Rush Street
vides Federal insurance for        Washington, DC 20005-4026            Chicago, IL 60611-2092
nearly 10,300 credit unions.       202-326-4100                         312-751-4500
                                   Toll free: 1-800-400-PBGC            Toll free: 1-800-808-0772
    National Labor                 TTY/TDD users: call the fed-         (Helpline)
    Relations Board                eral relay service toll free at 1-   TDD/TTY: 312-751-4701
                                   800-877-8339 and ask to be           e-mail:
                                   connected to the appropriate
Office of the Executive            number.
Secretary                                                               The Railroad Retirement
                                   Fax: 202-326-4156                    Board is an independent
National Labor Relations           e-mail:
Board                                                                   agency in the Executive
                                   (addresses comments or               branch of the Federal
1099 14th St, NW, Room 11600       questions about the website)
Washington, DC 20570                                                    Government. The Board’s
                                                  primary function is to adminis-
202-273-1940                       e-mail:
Fax: 202-273-4270                                                       ter comprehensive retirement-
                                   (personal pension inquiries)         survivor and unemployment-                       There are a list of e-mails for      sickness benefit programs for
                                   the participants, plan adminis-      the nation’s railroad workers
 Nuclear Regulatory                trators and others at the fol-       and their families, under the
 Commission (NRC)                  lowing url:        Railroad Retirement and
                                   tacts/allcontacts.htm                Railroad Unemployment
Office of Consumer                                                      Insurance Acts.
Affairs                                   Postal Rate
Office of Public Affairs                  Commission                        Securities and
U.S. Nuclear Regulatory                                                       Exchange
Commission                         Office of the Consumer
Washington, DC 20555
                                                                          Commission (SEC)
                                   Advocate (OCA)
301-415-8200                       Postal Rate Commission
Fax: 301-415-2234                                                       Office of Investor
                                   1333 H Street, NW                    Education and Assistance
e-mail:                Suite 300                                                             Securities and Exchange
                                   Washington, DC 20268-0001            Commission
The NRC regulates the com-         202-789-6839
mercial use of nuclear materi-                                          450 Fifth Street, NW
                                   TTY: 202-789-6881                    Washington, DC 20549-0213
als and nuclear power in the       Fax: 202-789-6819
U.S. to protect public health                                           202-942-7040 (information and
                                   e-mail:              complaints)
and safety.                                        Toll free: 1-800-SEC-0330 (to
                                   The Commission holds hear-           order publications)
                                   ings and makes recommenda-           TDD: 202-628-9039
                                   tions to the Governors of the        Fax: 202-942-9634 (information
                                   Postal Service on proposed           and complaints)
                                   changes in postal rates and
                                   mail classifications. The
                                   Office of the Consumer
                                   Advocate represents the

          Provided financial support for the publication of the Consumer Action Handbook.              137
                                    Federal Agencies
                                                                     U.S. Postal Inspection
      Small Business                       Surface                   Service
      Administration                    Transportation               U.S. Postal Service
         (SBA)                           Board (STB)                 475 L’Enfant Plaza, SW
                                                                     Washington, DC 20260
 Toll free: 1-800-U-ASK-SBA                                
                                    Surface Transportation
 (1-800-827-5722) (information)                                      If you believe you have been
 TDD: 704-344-6640                                                   the victim of a crime involving
                                    1925 K Street, NW
 Fax: 202-481-6190                                                   the U.S. mail or need assis-
                                    Washington, DC 20423-0001
 e-mail:                                          tance with postal-related
                                    Complaints about railroad                                                         problems of a law enforcement
                                    rates and services.
 SBA offices are located in all                                      nature, you should contact
 50 states, the District of         Office of Congressional          your nearest Postal Inspection
 Columbia, Puerto Rico, the         and Public Services              Service office. Addresses and
 U.S. Virgin Islands and Guam.      Surface Transportation Board     telephone numbers can be
 For the office nearest you, look   1925 K Street, NW, Suite 840     found in the government
 under “U.S. Government” in         Washington, DC 20423-0001        pages of your telephone book
 your telephone directory.          202-565-1592                     or by visiting the Postal
                                    Fax: 202-565-9016                Inspection Service website.
      Social Security
      Administration                Office of Press Services
                                    Surface Transportation Board
 Office of Public Inquiries         1925 K Street, NW
                                    Washington, DC 20423-0001
 Social Security
                                    202-565-1596 (press releases)
                                    Fax: 202-565-9016
 Windsor Park Building
 6401 Security Blvd.
 Baltimore, MD 21235                 U.S. Postal Service
 Toll free: 1-800-772-1213                        Office of Consumer
 The Social Security                Advocate
 Administration provides            U.S. Postal Service
 retirement, survivors and dis-     475 L’Enfant Plaza, SW
 ability benefits, as well as,      Room 5801
 administers Supplemental           Washington, DC 20260-2202
 Security Income (SSI) pay-         202-268-2284
 ments. To report Social            Toll free: 1-800-ASK-USPS (1-
 Security or SSI fraud, call toll   800-275-8777)
 free: 1-800-269-0271.              TTY toll free: 1-877-877-7833
                                    In order to meet the real-time
                                    needs of consumers and bet-
                                    ter serve them, the Consumer
                                    Advocate’s office provides
                                    three channels to gather feed-
                                    back from its customers.
                                    Customers can: SPEAK to
                                    their local postmaster/man-
                                    agement staff, CALL 1-800-
                                    ASK-USPS (1-800-257-8777),
                                    or VISIT

                               Better Business Bureaus
Better Business Bureaus (BBBs) are nonprofit organizations supported primarily by local busi-
ness members. The focus of BBB activities is to promote an ethical marketplace by encouraging
honest advertising and selling practices, and by providing alternative dispute resolution. BBBs
offer a variety of consumer services. For example, they provide consumer education materials;
answer consumer questions; provide information about a business, particularly whether or not
there are unanswered or unsettled complaints or other marketplace problems; help resolve
buyer/seller complaints against a business, including mediation and arbitration services; and
provide information about charities and other organizations that are seeking public donations.
BBBs usually request that a complaint be sumitted in writing so that an accurate record exists of
the dispute. The BBB will then take up the complaint with the company involved. If the complaint
cannot be satisfactorily resolved through communication with the business, the BBB may offer an
alternative dispute settlement process, such as mediation or arbitration. BBBs do not judge or
rate individual products or brands, handle employer/employee wage disputes or give legal advice.
If you need help with a consumer question or complaint, call your local BBB to ask about its serv-
ices. Or you can contact the BBB online at for consumer fraud and scam alerts, and
information about BBB programs, services and locations.
BBBOnLine provides Internet users an easy way to verify the legitimacy of online businesses.
Companies carrying the BBBOnLine seal have been checked out by the BBB, and agree to
resolve customer concerns regarding goods or services promoted online. Visit for a list of participating companies, complete program standards, and more.
The Council of Better Business Bureaus, the umbrella organization for the BBBs, can assist with
complaints about the truthfulness and accuracy of national advertising claims, including chil-
dren's advertising; provide reports on national soliciting charities; and help to settle disputes
with automobile manufacturers through the BBB AUTO LINE program. In addition to the BBBs
listed below, there are 16 BBBs in Canada. The Council of Better Business Bureaus can give you
the addresses for Bureaus in Canada.

Council                           334-794-0492                      500 Eastern Blvd., Ste. 128
Council of Better Business        Fax: 334-794-0659                 Montgomery, AL 36117
Bureaus, Inc.                                                       334-262-5606
                                  205 S. Seminary St., Suite 114
4200 Wilson Blvd., Suite 800                                        Fax: 334-273-5546
                                  Florence, AL 35630
Arlington, VA 22203               256-533-1640
703-276-0100                                                        Alaska
                                  Fax: 256-740-8219                 2805 Bering St., Suite 5
Fax: 703-525-8277
                                  300 Gault Ave., North             Anchorage, AK 99503-3819
Alabama                           Fort Payne, AL 35967              907-562-0704
PO Box 2307                       256-533-1640                      Fax: 907-562-4061
Albertville, AL 35950
                                  P.O. Box 383                      Arizona
                                  Huntsville, AL 35804              4428 North 12th St.
PO Box 55268                      256-533-1640                      Phoenix, AZ 85014-4585
Birmingham, AL 35255-5268                                           602-264-1721
                                  107 Lincoln St.
205-558-2222                                                        Fax: 602-263-0997
                                  Huntsville, AL 35801
Fax: 205-558-2239
                                  256-533-1640                      3620 North 1st Ave., Suite 136
2528 Spring Ave., SW                                                Tucson, AZ 85719
                                  100 North Royal St.
Decatur, AL 35601                                                   520-888-5353
                                  Mobile, AL 36602
256-533-1640                                                        Toll free (S. AZ): 1-800-696-2827
118 Woodburn Road                 Fax: 334-438-2828                 Fax: 520-888-6262
Dothan, AL 36305

   Find more information and contact your local BBB online at

                                 Better Business Bureaus
 Arkansas                           400 S St.                         Delaware
 1415 South University              Sacramento, CA 95814-6997         1010 Concord Ave., Suite 101
 Little Rock, AR 72204-2605         916-443-6843                      Wilmington, DE 19802
 501-664-7274                       Fax: 916-441-3356                 302-594-9200
 Toll free: 1-800-482-8448          5050 Murphy Canyon, Ste. 110      Fax: 302-594-1052
 Fax: 501-664-0024                  San Diego, CA 92123               District of Columbia
 California                         858-496-2131
                                                                      1411 K St. NW, 10th Floor
                                    Fax: 858-496-2141
 1601 H St., Suite 101                                                Washington, DC 20005-3404
 Bakersfield, CA 93301-1311         2100 Forest Ave., Suite 110       202-393-8000
 661-322-2074                       San Jose, CA 95128                Fax: 202-393-1198
 Fax: 661-322-8318                  408-278-7400
                                    Fax: 408-278-7444                 Florida
 P.O. Box 970                                                         151 S. Wymore Rd., Suite 100
 Colton, CA 92324-0814              PO Box 129                        Altamonte Springs, FL 32714
 1-900-505-1000 (24 hrs., $.95      Santa Barbara, CA 93102           407-621-3300
 min. So. CA Only)                  805-963-8657                      Fax: 407-786-2625
 1-909- 835-6064 (outside CA,       Fax: 805-962-8557
 $3.75 Rpt./Comp.)                                                    PO Box 7950
                                    11 S. San Joaquin St., Ste. 803   Clearwater, FL 33758-7950
 Fax: 909-825-6246
                                    Stockton, CA 95202-3202           727-535-5522
 17609 Ventura Blvd., Ste. LL03     209-948-4880                      Fax: 727-539-6301
 Encino, CA 91316                   Fax: 209-465-6302
 818-836-5514                                                         7820 Arlington Expy., #147
                                    20280 S. Vermont, Suite 201       Jacksonville, FL 32211
 Fax: 818-386-5513
                                    Torrance, CA 90502                904-721-2288
 2519 West Shaw, #106               310-771-1447                      Fax: 904-721-7373
 Fresno, CA 93711                   Fax: 310-771-1446
 559-222-8111                                                         9050 Pines Blvd., Ste. 358
 Fax: 559-228-6518                  Colorado                          Pembroke Pines, FL 33024
                                    25 North Wahsatch                 954-431-4900
 3727 West Sixth St., Suite 607     Colorado Springs, CO 80903        Fax: 954-431-7509
 Los Angeles, CA 90020              719-636-1155
 1-900-505-1000 (24 hrs., $.95                                        912 E. Gadsden St.
                                    Fax: 719-636-5078
 min. So. CA Only)                                                    PO Box 1511
 213-251-9696 (outside CA,          1780 South Bellaire, Suite 700    Pensacola, FL 32591-1511
 $3.75 Rpt./Comp.)                  Denver, CO 80222-4350             850-429-0002
 Fax: 213-251-9986                  303-758-2100                      Fax: 850-429-0006
                                    Fax: 303-758-8321
 510 Broadway, Ste. 200                                               1950 SE Port St. Lucie Blvd.
 Millbrae, CA 94030                 1730 S. College Ave., Suite 303   Suite 211
 (serving San Mateo)                Fort Collins, CO 80525            Port St. Lucie, FL 34952-5579
 650-552-9222                       970-484-1348                      561-878-2010
 Fax: 650-652-1748                  Fax: 970-221-1239                 Fax: 561-335-9486

 510 16th St., Suite 550            119 West 6th St., Suite 203       2924 N. Australian Ave.
 Oakland, CA 94612-1584             Pueblo, CO 81003-3119             West Palm Beach, FL 33407
 415-243-9999 or 510-238-1000       719-542-6464                      561-842-1918 (serves Miami
 Fax: 510-238-1018                  Fax: 719-542-5229                 and Ft. Lauderdale)
                                                                      Fax: 561-845-7234
 550 W. Orangethorpe Ave.           Connecticut
 Placentia, CA 92870                821 North Main St. Ext.           Georgia
 1-900-505-1000 (24 hrs., $.95      Wallingford, CT 06492-2420        PO Box 808
 min. So. CA Only)                  203-269-2700                      Albany, GA 31702-0808
 714-985-8922(Outside CA,           Fax: 203-269-3124                 229-883-0744
 $3.75 Rpt./Comp.)                                                    Fax: 229-438-8222
 Fax: 714-985-8920

      Find more information and contact your local BBB online at

                              Better Business Bureaus
PO Box 161447                     810 East State St., 3rd Floor       712-252-4501
Atlanta, GA 30321                 Rockford, IL 61104-1001             Fax: 712-252-0285
404-766-0875                      815-963-2222
Fax: 404-768-1085                 Fax: 815-963-0329                   Kansas
                                                                      501 SE Jefferson, Suite 24
PO Box 2085                       Indiana                             Topeka, KS 66607-1190
Augusta, GA 30903-2085            PO Box 405                          785-232-0454
706-722-1574                      Elkhart, IN 46515-0405              Fax: 785-232-9677
Fax: 706-724-0969                 219-423-4433
                                                                      328 Laura
PO Box 2587                       Fax: 219-266-2026
                                                                      Wichita, KS 67211
Columbus, GA 31902-2587           1139 Washington Square              316-263-3146
706-324-0712                      Evansville, IN 47715                Toll free in KS: 1-800-856-2417
Fax: 706-324-2181                 812-473-0202                        Fax: 316-263-3063
277 Martin Luther King Jr.        Toll free in service area only:
                                  1-800-359-0979                      Kentucky
Boulevard, Suite 102
                                  Fax: 812-473-3080                   1460 Newtown Pike
Macon, GA 31201-3495
                                                                      Lexington, KY 40511
478-742-7999                      1203 Webster St.                    859-259-1008
Fax: 478-742-8191                 Fort Wayne, IN 46802-3493           Fax: 859-259-1639
6606 Abercorn St., Suite 108-C    219-423-4433
                                  Toll free (NE IN): 1-800-552-4631   844 South Fourth St.
Savannah, GA 31405-5817
                                  Fax: 219-423-3301                   Louisville, KY 40203-2186
912-354-7521 (24 hours)
912-354-7522                      22 E. Washington St., Suite 200     Toll free in KY: 1-800-388-2222
Fax: 912-354-5068                 Victoria Center                     Fax: 502-589-9940
Hawaii                            Indianapolis, IN 46204-3584
                                  317-488-2222                        Louisiana
1132 Bishop St., Suite 1507
                                  Fax: 317-488-2224                   5220C Rue Verdun
Honolulu, HI 96813-2822
                                                                      Alexandria, LA 71303
808-536-6956                      6111 Harrison St., Suite 101
Fax: 808-523-2335                 (serving Gary)
                                                                      Fax: 318-473-8906
                                  Merriville, IN 46410
Idaho                             219-980-1511 or 219-769-8053        748 Main St.
4619 Emerald St., Suite A2        Fax: 219-884-2123                   Baton Rouge, LA 70802
Boise, ID 83706                                                       225-346-5222
208-342-4649                      207 Dixie Way North, Suite 130
                                                                      Fax: 225-346-1029
Fax: 208-342-5116                 South Bend, IN 46637-3360
                                  219-277-9121                        5953 West Park Ave., Ste. 4005
1575 South Blvd.                  Toll free in service area only:     Houma, LA 70364
Idaho Falls, ID 83404-5926        1-800-439-5313                      504-868-3456
208-523-9754                      Fax: 219-273-6666                   Toll free in LA: 1-800-259-9766
Fax: 208-524-6190                                                     Fax: 504-876-7664
Illinois                          2435 Kimberly Rd., Suite 175N       4007 W. Congress St., Suite B
330 N. Wabash Ave., Suite 2006    Bettendorf, IA 52722-4100           Lafayette, LA 70506
Chicago, IL 60611                 319-355-6344                        337-981-3497
312-832-0500 (CC#: $3.80/call))   Fax: 319-355-0306                   Fax: 337-981-7559
1-900-285-4222 ($.95/min)
                                  505 5th Ave., Suite 950             PO Box 7314
Fax: 312-832-9985
                                  Des Moines, IA 50309-2375           Lake Charles, LA 70606-7314
3024 West Lake Ave., Suite 200    515-243-8137                        337-478-6253
Peoria, IL 61615-3770             Fax: 515-243-2227                   Fax: 337-474-8981
                                  505 6th St., Suite 300              141 Desiard St., Suite 808
Fax: 309-681-7290
                                  Sioux City, IA 51101                Monroe, LA 71201-7345

   Find more information and contact your local BBB online at

                               Better Business Bureaus
  318-387-4600                       St. Paul, MN 55116-2600           973-581-1616
  Fax: 318-361-0461                  651-699-1111                      Fax: 973-581-7022
                                     Fax: 651-699-7665
  1539 Jackson Ave., Suite 400                                         1721 Route 37 East
  New Orleans, LA 70130-5843         Mississippi                       Toms River, NJ 08753-8239
  504-581-6222                       PO Box 12745                      732-270-5577
  Fax: 504-524-9110                  Jackson, MS 39236-2745            Fax: 732-270-8739
  3612 Youree Dr.                    601-987-8282                      1700 Whitehorse-Hamilton
  Shreveport, LA 71105-2122          Fax: 601-987-8285                 Square, Suite D-5
  318-868-5146                                                         Trenton, NJ 08690-3596
  Fax: 318-861-6426                                                    609-588-0808
                                     8080 Ward Parkway, Suite 200
                                                                       Fax: 609-588-0546
  Maine                              Kansas City, MO 64114
  812 Stevens Ave.                   816-421-7800                      New Mexico
  Portland, ME 041032648             Fax: 816-472-5442                 2625 Pennsylvania NE, Ste. 2050
  207-878-2715                       205 Park Central East, Ste. 509   Albuquerque, NM 87110-3657
  Fax: 207-797-5818                  Springfield, MO 65806-1326        505-346-0110
                                     417-862-4222                      Toll free in NM: 1-800-873-2224
  Maryland                                                             Fax: 505-346-0696
                                     Fax: 417-869-5544
  2100 Huntingdon Ave.
  Baltimore, MD 21211-3215           12 Sunnen Dr., Suite 121          308 North Locke
  410-347-3990 (CC# $3.80/call)      St. Louis, MO 63143               Farmington, NM 87401-5855
  1-900-225-1222 ($.95/min.)         314-645-3300                      505-326-6502
  Fax: 410-347-3936                  Fax: 314-645-2666                 Fax: 505-327-7731

  Massachusetts                      Nebraska                          New York
  235 West Central St., Suite 1      3633 O St., Suite 1               741 Delaware, Suite 100
  Natick, MA 01760                   Lincoln, NE 68510-1670            Buffalo, NY 14209-2201
  508-652-4800                       402-436-2345                      716-881-5222
  AC 802 Only: 1-800-422-2811        Fax: 402-476-8221                 Fax: 716-883-5349
  Fax: 508-652-4833                                                    266 Main St.
                                     2237 North 91st Court
  293 Bridge St., Suite 409          Omaha, NE 68134-6022              Farmingdale, NY 11735-2618
  Springfield, MA 01103-1402         402-391-7612                      212-533-6200 (CC#: $3.80/min)
  413-734-3114                       Fax: 402-391-7535                 1-900-555-4222 ($.95 min.)
  Fax: 413-734-2006                                                    Fax: 516-420-1095
  PO Box 16555                                                         257 Park Ave. South
                                     2301 Palomino Lane
  Worcester, MA 01601-6555                                             New York, NY 10010-7384
                                     Las Vegas, NV 89107
  508-755-2548                                                         212-533-6200 (CC# $3.80/min)
  Fax: 508-754-4158                                                    1-900-555-4222 (.95/min)
                                     Fax: 702-320-4560
                                                                       Fax: 212-477-4912
  Michigan                           PO Box 21269
                                                                       55 St. Paul St.
  40 Pearl, NW, Suite 354            Reno, NV 89515-1269
                                                                       Rochester, NY 14604
  Grand Rapids, MI 49503             775-322-0657
  616-774-8236                       Fax: 775-322-8163
  Toll free (W MI): 1-800-684-3222                                     1153 W. Fayette, Suite 300
  Fax: 616-774-2014                  New Hampshire                     Syracuse, NY 13204
                                     410 South Main St.                716-881-5222
  30555 Southfield Rd., Ste. 200     Concord, NH 03301-3483            Fax: 716-883-534930 Glenn St.
  Southfield, MI 48076-7751          603-224-1991                      White Plains, NY 10603-3213
  248-644-9100 (serving Detroit)     Fax: 603-228-9035                 212-533-6200
  Fax: 248-644-5026
                                     New Jersey
  Minnesota                                                            Fax: 914-428-6030
                                     400 Lanidex Plaza
  2706 Gannon Road                   Parsippany, NJ 07054-2797

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                               Better Business Bureaus
North Carolina                     614-486-6336                     300 Sixth Ave., Ste. 100-UL
One West Pack Sq., Ste 1601        Toll free: 1-800-759-2400        Pittsburgh, PA 15222-2511
Asheville, NC 28801-3408           Fax: 614-486-6631                412-456-2700
828-253-2392                                                        Fax: 412-456-2739
                                   40 West Fourth St., Suite 1250
Fax: 828-252-5039                  Dayton, OH 45402-1830            The Connell Bldg. #407
5200 Park Road, Suite 202          937-222-5825                     129 North Washington Ave
Charlotte, NC 28209                Fax: 937-222-3338                Scranton, PA 18503-2204
704-527-0012                                                        570-342-9129
                                   PO Box 269
Fax: 704-525-7624                                                   Fax: 570-342-1282
                                   Lima, OH 45801
106-A Bradfoot Ave.                419-223-7010                     Puerto Rico
Fayetteville, NC 28305             Fax: 419-229-2029                PO Box 363488
910-436-1473                       3103 Executive Pkwy., Ste. 200   San Juan, PR 00936-3488
Fax: 910-486-6229                  Toledo, OH 43606-1310            787-756-5400
3608 West Friendly Ave.            419-531-3116                     Fax: 787-758-0095
Greensboro, NC 27410-4895          Fax: 419-578-6001
                                                                    Rhode Island
336-852-4240                       PO Box 1495                      120 Lavan St.
Fax: 336-852-7540                  Youngstown, OH 44503             Warwick, RI 028881071
3125 Poplarwood Ct., Ste. 308      330-394-0628                     401-785-1212
Raleigh, NC 27604-1080             Fax: 330-744-7336                Fax: 410-785-3061
                                   Oklahoma                         South Carolina
Fax: 919-954-0622
                                   17 South Dewey Ave.              PO Box 8326
500 West 5th St., Suite 202        Oklahoma City, OK 73102-2400     Columbia, SC 29202
Winston-Salem, NC 27101-2728       405-239-6081                     803-254-2525
336-725-8348                       Fax: 405-235-5891                Fax: 803-779-3117
Toll free in NW NC: 1-800-777-
                                   4530 S. Sheridan, Ste. 218       307-B Falls St.
                                   Tulsa, OK 74145                  Greenville, SC 29601-2829
Fax: 336-777-3727
                                   918-492-1266                     864-242-5052
Ohio                               Fax: 918-492-1276                Fax: 864-271-9802
222 West Market St.
                                   Oregon                           1601 North Oak St., Suite 101
Akron, OH 44303
                                   333 SW Fifth Ave., Suite 300     Myrtle Beach, SC 29577-1601
                                   Portland, OR 97204               843-626-6881
Fax: 330-253-6249
                                   503-226-3981                     Toll free in 843 AC only: 1-800-
PO Box 8017                        Fax: 503-226-8200                951-3569
Canton, OH 44711-8017                                               Fax: 843-626-7455
330-454-9401                       Pennsylvania
Toll free: 1-800-362-0494 (in OH   528 North New St.                Tennessee
and WV)                            Bethlehem, PA 18018-5789         PO Box 1178
Fax: 330-456-8957                  610-866-8780                     Blountville, TN 37617-1178
                                   Fax: 610-868-8668                423-325-6616
898 Walnut St.                                                      Fax: 423-325-6621
Cincinnati, OH 45202-2097          29 East King St., Suite 322
513-421-3015                       Lancaster, PA 17602-2852         1010 Market St., Suite 200
Fax: 513-621-0907                  717-291-1151                     Chattanooga, TN 37402-2614
                                   Fax: 717-291-3241                423-266-6144
2217 East 9th St., Suite 200                                        Fax: 423-267-1924
Cleveland, OH 44115-1299           1608 Walnut St., Suite 402
216-241-7678                       Philadelphia, PA 19103-0297      PO Box 1456
Fax: 216-861-6365                  215-985-9313                     Clarksville, TN 37041
                                   Fax: 215-893-9312                931-503-2222
1335 Dublin Rd., Suite 30 A                                         Fax: 931-503-2234
Columbus, OH 43215-1000

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                               Better Business Bureaus
  206 E. College St.               214-220-2000 ($9.50 complaint)    4245 Kemp Blvd., Suite 900
  Fayetteville, TN 37334           Fax: 214-740-0321                 Wichita Falls, TX 76308-2830
  931-433-9501                                                       940-691-1172
                                   221 N. Kansas, Suite 1101
  Fax: 931-433-7424                                                  Fax: 940-691-1175
                                   El Paso, TX 79901
  PO Box 31377                     915-577-0191                      Utah
  Knoxville, TN 37930              Fax: 915-577-0209                 5673 S. Redwood Rd., Suite 22
  865-692-1600                                                       Taylorsville, UT 84123-5322
                                   1612 Summit Ave., Suite 260
  Fax: 865-692-1590                                                  801-892-6009
                                   Fort Worth, TX 76102-5978
  PO Box 17036                     817-332-7585                      Toll free: 1-800-456-3907
  Memphis, TN 38120                Fax: 817-882-0566                 Fax: 801-892-6002
                                   5225 Katy Freeway, Suite 500      Virginia
  Fax: 901-757-2997
                                   Houston, TX 77007                 586 Virginian Dr.
  1231 NW Broad St.                713-868-9500 (English/Spanish)    Norfolk, VA 23505
  Murfreesboro, TN 37129           713-862-4946                      757-531-1300
  615-242-4222                     Fax: 713-341-6142                 Fax: 757-531-1388
  Fax: 615-867-3905
                                   1125 Judson Road, Suite 114       701 East Franklin, Suite 712
  PO Box 198436                    Longview, TX 75601                Richmond, VA 23219-2332
  Nashville, TN 37219-8436         903-758-3222                      804-648-0016
  615-250-4222                     Fax: 903-758-3226                 Fax: 804-648-3115
  Fax: 615-250-4245
                                   3333 66th St.                     31 West Campbell Ave.
  Texas                            Lubbock, TX 79413-5711            Roanoke, VA 24011-1301
  3300 South 14th St., Suite 307   806-763-0459                      540-342-3455
  Abilene, TX 79605-5052           Fax: 806-744-9748                 Fax: 540-345-2289
  915-691-1533                     PO Box 60206                      Washington
  Fax: 915-691-0309                Midland, TX 79706
                                                                     101 North Union, #105
  PO Box 1905                      915-563-1880
                                                                     Kennewick, WA 99336-3819
  Amarillo, TX 79105-3905          Toll free in TX: 1-800-582-4433
  806-379-6222                     Fax: 915-561-9435
                                                                     Fax: 509-783-2893
  Fax: 806-379-8206                PO Box 3366
                                                                     PO Box 68926
  2101 South IH35, Suite 302       San Angelo, TX 76902-3366
                                                                     Sea Tac, WA 98168-0926
  Austin, TX 78741-3854            915-949-2989
  512-445-2911                     Fax: 915-949-3514
                                                                     Fax: 206-431-2211
  Fax: 512-445-2096                1800 NE Loop, 410, Suite 400
                                                                     508 West 6th Ave., Suite 401
  PO Box 2988                      San Antonio, TX 78217-5296
                                                                     Spokane, WA 99204-2356
  Beaumont, TX 77704-2988          210-828-9441
  409-835-5348                     Fax: 210-828-3101
                                                                     Fax: 509-838-1079
  Fax: 409-838-6858                PO Box 6652
                                   Tyler, TX 75711                   West Virginia
  PO Box 3868
                                   903-581-5704                      PO Box 2541
  Bryan, TX 77805-3868
                                   Fax: 903-534-8644                 Charleston, WV 25329-9903
  Fax: 979-846-0276                2210 Washington Ave.              Fax: 304-345-7511
  4301 Ocean Dr.                   Waco, TX 76701-1019
  Corpus Christi, TX 78412         254-755-7772                      Wisconsin
  361-852-4949                     Fax: 254-755-7774                 PO Box 2190
  Fax: 361-852-4990                                                  Milwaukee, WI 53201
                                   PO Box 69
  1600 Pacific, Suite 2800         Weslaco, TX 78599-0069
                                                                     Fax: 414-302-0355
  Dallas, TX 75201-3093            956-968-3678
                                   Fax: 956-968-7638

      Find more information and contact your local BBB online at

                      National Consumer Organizations
 These organizations define their missions as consumer assistance, protection and/or advocacy.
 The descriptions below are based on information they provided. The services they provide vary.
 Those that assist individuals with marketplace problems are specified. Otherwise, these organi-
 zations do not assist consumers with individual complaints, although many are interested in
 hearing from consumers about problems, issues and trends in connection with their advocacy
 and consumer education activities. Most, though not all, develop and distribute consumer educa-
 tion and information materials; several are professional associations primarily or exclusively
 concerned with improving consumer protection or customer service; and many are engaged in
 advocacy of consumer interests before government, the courts and the news media. Where infor-
 mational or educational materials are offered, there may be a charge; contact the organization
 to find out.

AARP                               es, law enforcement agencies,      provide consumers with up-to-
Consumer Protection                educators, and consumer pro-       date scientifically sound infor-
601 E St. NW                       tection agencies. AAFTEC           mation on the relationship
Washington, DC 20049               members promote efforts to         between human health and
202-434-3410                       educate the public about tele-     chemicals, foods, lifestyles,
Fax: 202-434-6470                  marketing and Internet fraud,      and the environment.                       and how consumers can shop         Booklets and special reports
The Consumer Protection unit       safely by phone and online.        on a variety of topics are avail-
is charged by AARP to exam-                                           able, as is a quarterly maga-
                                   American Council on                zine, Priorities.
ine those consumer problems
and issues that impact the         Consumer Interests
                                   (ACCI)                             Center for Science in
financial security of people 50
years of age and older, and to     61 Stanley Hall                    the Public Interest
help its members protect           University of Missouri             (CSPI)
themselves from marketplace        Columbia, MO 65211                 1875 Connecticut Ave., NW,
fraud and deception. To this       573-882-3817                       Suite 300
end, Consumer Protection           Fax: 573-884-6571                  Washington, DC 20009
stays abreast of current and       e-mail:          202-332-9110
breaking consumer develop-          Fax: 202-265-4954
ments, and employs a variety       Serving the professional           e-mail:
of strategies to inform AARP       needs of consumer educators,
members.                           researchers, and policymak-        A nonprofit, membership
                                   ers, ACCI publications and         organization, CSPI conducts
Alliance Against Fraud             educational programs foster        research, education, and advo-
in Telemarketing and               the production, synthesis, and     cacy on nutrition, health, food
Electronic Commerce                dissemination of information       safety and related issues, and
(AAFTEC)                           in the consumer interest.          publishes the monthly
National Consumers League                                             Nutrition Action Healthletter
                                   American Council on                as well as other consumer
1701 K St., NW, Suite 1200
                                   Science and Health                 information materials.
Washington, DC 20006
202-835-3323                       (ACSH)
                                   1995 Broadway, 2nd Floor           Center for the Study of
Fax: 202-835-0747
                                   New York, NY 10023-5860            Services
                                   212-362-7044                       733 15th St., NW
                                   Fax: 212-362-4919                  Washington, DC 20005
The alliance, coordinated by
                                   e-mail:              202-347-7283
the National Consumers
                                                Fax: 202-347-4000
League, is a coalition of public
                                   A nonprofit public education
interest groups, trade associa-
                                   group, ACSH has the goal to        Nonprofit organization pub-
tions, labor unions, business-

          Provided financial support for the publication of the Consumer Action Handbook.            145
                      National Consumer Organizations
 lishes books and pamphlets to     quate, safe, and healthy. CNI       eight languages. Community
 help consumers select doc-        also works to increase citizen      based organizations can
 tors, hospitals, and health       participation in the state and      receive these free publica-
 plans. Publishes pamphlets        Federal policy and administra-      tions in bulk.
 and offers services to help       tive processes to achieve
 consumers get good prices on      these goals. CNI publishes          Consumer Alert
 new cars. Publishes informa-      Nutrition Week, a newsletter        1001 Connecticut Ave., NW
 tion and maintains an on-line     covering nutrition and food         Suite 1128
 database to help consumers        safety issues, as well as relat-    Washington, DC 20036
 shop for good prices and          ed legislative and regulatory       202-467-5809
 desired features in big-ticket    actions.                            Fax: 202-467-5814
 products — audio-video, major                                         e-mail:
 appliances, sporting goods,       Congress Watch            
 tires, home-office, etc.          215 Pennsylvania Ave., SE 
                                   Washington, DC 20003                Consumer Alert’s mission is
 Coalition Against                 202-546-4996                        to inform the public about the
 Insurance Fraud                   Fax: 202-547-7392                   consumer benefits of competi-
 1012 14th St., NW, Suite 200      e-mail: congresswatch@citi-         tive enterprise and to expose
 Washington, DC 20005                                 the flawed economic, scientif-
 202-393-7330                                 ic and risk data that underlie
 Fax: 202-393-7329                 An arm of Public Citizen,           certain public policies.
 e-mail: lauren@insurance-         Congress Watch works for            Consumer Alert has an active                         consumer-related legislation,       program of consumers with            regulation, and policies in         information to help them make
 The Coalition Against             such areas as health and safe-      every day decisions. The con-
 Insurance Fraud is a national     ty, and campaign financing,         stituent of Consumer Alert is
 alliance of consumer groups,      and has publications available      the real consumer who pays
 government agencies, and          on the issues with which it         the bills.
 insurance companies dedicat-      deals.
                                                                       Consumer Federation of
 ed to combating all forms of
                                   Consumer Action                     America (CFA)
 insurance fraud through advo-
                                   717 Market St., Suite 310           1424 16th St., NW, Suite 604
 cacy and public information.
                                   San Francisco, CA 94103             Washington, DC 20036
 It conducts research, develops
                                   415-777-9635 (consumer com-         202-387-6121
 public education programs
                                   plaint hotline)                     Fax: 202-265-7989
 and publishes a consumer
                                   213-623-8327 (hotline)    
 brochure, How to Avoid
                                   TTY: 415-777-9456                   Comprised of more than 240
 Becoming a Victim of
                                   Fax: 415-777-5267                   organizations representing a
 Insurance Fraud, which is
                                   e-mail: info@consumer-              membership exceeding 50 mil-
 available upon request. It also
                                                   lion consumers, CFA is a con-
 refers consumers to appropri-
                                      sumer advocacy and educa-
 ate agencies to report inci-
                                   Consumer Action assists con-        tion organization. Issues on
 dences of insurance fraud.
                                   sumers with marketplace             which it currently represents
 Community Nutrition               problems. An education and          consumer interests before
 Institute (CNI)                   advocacy organization spe-          Congress and Federal regula-
 41156 45th Ave.                   cializing in credit, finance, and   tory agencies include tele-
 Wahkon, MN 56386                  telecommunications issues,          phone service, insurance and
 320-676-8753                      Consumer Action offers a            financial services, product
 Fax: 320-676-3066                 multi-lingual consumer com-         safety, indoor air pollution,
 e-mail:           plaint hotline, free information    health care, product liability,              on its surveys of banks and         and utility rates. It develops
 An advocate for programs and      long-distance telephone com-        and distributes studies of var-
 services to enable consumers      panies, and consumer educa-         ious consumer issues, as well
 to enjoy a diet that is ade-      tion materials in as many as        as consumer guides in book

                     National Consumer Organizations
and pamphlet form. In addi-       202-887-8255                      Jump$tart Coalition for
tion, CFA publishes several       Toll free: 1-888-367-4258         Personal Financial
newsletters.                      Fax: 202-887-9699                 Literacy
Consumers for World                                                 919 18th St., NW, Suite 300
Trade (CWT)                                                         Washington, DC 20006
                                  HALT’s mission is to enable
1001 Connecticut Ave., NW         Americans to handle their
                                                                    Toll free: 1-888-45-EDUCATE
Suite 1110                        legal affairs affordably, equi-
                                                                    Fax: 202-223-0321
Washington, DC 20036              tably, and simply. HALT pub-
                                                                    e-mail: info@jumpstartcoali-
202-293-2944                      lishes a series of self-help
Fax: 202-293-0495                 legal manuals, operates a
e-mail:               legal information clearing-
                                                                    The Coalition’s direct objec-                       house, and advocates for legal
                                                                    tive is to encourage curricu-
A nonprofit organization,         reforms which will benefit
                                                                    lum enrichment to ensure that
CWT supports trade expan-         consumers.
                                                                    basic personal financial man-
sion and liberalization to pro-
                                  Health Research Group             agement skills are attained
mote economic growth and
                                  (HRG)                             during the K-12 educational
increase consumer choice and
price competition in the mar-     1600 20th St., NW
ketplace. Various publications    Washington, DC 20009              National Association of
are available.                    202-588-1000                      Consumer Agency
Families USA                                                        Administrators
                                  A division of Public Citizen,
Foundation                        HRG works for protection          (NACAA)
1334 G St., NW, Suite 300         against unsafe foods, drugs,      1010 Vermont Ave., NW
Washington, DC 20005-3169         medical devices, and work-        Suite 514
202-628-3030                      places, and advocates for         Washington, DC 20005
Fax: 202-347-2417                 greater consumer control over     202-347-7395
e-mail:      personal health decisions. A      Fax: 202-347-2563               monthly Health Letter and a       e-mail:
A national, nonprofit member-     monthly letter on prescription
ship organization committed       drugs are available.              An association of the admin-
to comprehensive reform of                                          istrators of local, state, and
health and long-term care,        Heritage for the Blind            Federal Government con-
Families USA works to edu-        2882 Nostrand Ave.                sumer protection agencies,
cate and mobilize consumers       Brooklyn, NY 11229                NACAA provides training
on health care issues. In         718-253-5015                      programs, public policy stud-
addition to its two grass roots   Fax: 718-677-0395                 ies and conferences, profes-
advocacy networks — asap!, a               sional publications, and other
network of health and long-       Heritage for the Blind is a       member services.
term care reform activists and    non-profit organization dedi-
                                  cated to servicing those who      The National
HealthLink USA, a nationwide
health reform computer net-       are blind and visually            Association of
work for public interest groups   impaired. Since 1979, their       Proactive Consumers
— Families USA develops and       mission has been to provide       (NAPC)
distributes reports and other     the tools necessary to help       PO Box 1948
materials on health and long-     the blind and visually impaired   Dover, DE 19903
term care issues.                 independently explore and         Toll free: 1-800-726-0727
                                  participate fully in society.
HALT: An Organization             They also publish a large-print
of Americans for Legal            directory of over 40 agencies
Reform                            that provide cassette tapes on
1612 K St., NW, Suite 510         hundreds of subjects to the
Washington, DC 20006              disabled.

                      National Consumer Organizations
 National Coalition for            National Consumer Law             National Fraud
 Consumer Education                Center (NCLC)                     Information Center
 c/o National Consumers            77 Summer St., 10th Floor         PO Box 65868
 League                            Boston, MA 021110                 Washington, DC 20035
 1701 K St., NW, Suite 1200        617-523-8010                      Toll free: 1-800-876-7060 (9 a.m.
 Washington, DC 20006              Fax: 617-523-7398                 - 5 p.m. M-F, EST: TDD avail-
 202-835-3323                      e-mail:                           able)
 Fax: 202-835-0747                     TDD/TTY: 202-835-0778                         Fax: 202-835-0767
 NCCE is a coalition coordinat-    NCLC is an advocacy and 
 ed by the National Consumers      research organization focus-      NFIC/IFW assists consumers
 League. It develops and pro-      ing on the needs of low-          with recognizing and filing
 vides educational materials       income consumers. It repre-       complaints about telemarket-
 and resources to consumer         sents the interests of con-       ing and Internet fraud. A proj-
 educators through a network       sumers in court, before admin-    ect of the National Consumers
 of state coordinators. The        istrative agencies, and before    League, the hotline provides
 coalition sponsors                legislatures. The Center also     consumers with information to
 LifeSmarts, a game-show           publishes Surviving Debt: A       help them avoid becoming vic-
 competition open to all teens     Guide for Consumers and the       tims of fraud, and assistance
 in the Unites States who are      Consumer Credit and Sales         in relaying consumers’ reports
 in the 9th through 12th grade.    Legal Practice Series consist-    about telemarketing and the
                                   ing of thirteen desk reference    Internet to the appropriate law
 National Community                manuals for attorneys.            enforcement agencies.
 Reinvestment Coalition                                              Spanish-speaking counselors
 (NCRC)                            National Consumers                available.
 733 15th St., NW, Suite 540       League (NCL)
 Washington, DC 20005              1701 K St., NW, Suite 1200        National Institute for
 202-628-8866                      Washington, DC 20006              Consumer Education
 Fax: 202-628-9800                 202-835-3323                      (NICE)
 e-mail:           Fax: 202-835-0747                 G12 Boone Halle                      e-mail:           Eastern Michigan University
 NCRC was founded in 1990                    Ypsilanti, MI 48197
 with the goal of ending dis-      Founded in 1899, the mission      734-487-2292
 criminatory banking practices     of the NCL is to identify, pro-   Fax: 734-487-7153
 and increasing the flow of pri-   tect, represent, and advance      e-mail:
 vate capital and credit into      the economic and social inter-
 underserved communities           ests of consumers and work-
 across the country. NCRC has      ers. The league is a nonprofit    NICE is a consumer education
 over 600 members in every         membership organization           resource and professional
 state and major city in           working for health, safety, and   development center for K-12
 America as well as in many        fairness in the marketplace       classroom teachers, business,
 smaller cities and rural areas.   and workplace. Current prin-      government, labor, and com-
                                   cipal issue areas include con-    munity educators. NICE con-
                                   sumer fraud, food and drug        ducts training programs,
                                   safety, fair labor standards,     develops teaching guides and
                                   child labor, health care, the     resource lists, and manages a
                                   environment, financial servic-    national clearinghouse of con-
                                   es and telecommunications.        sumer education materials,
                                   The league develops and dis-      including videos, software
                                   tributes consumer education       programs, textbooks, and cur-
                                   materials and newsletters.        riculum guides.

                     National Consumer Organizations
Professional Consumer             through self help, advocacy,       bying office for the state pub-
Advocates, Inc.                   and education. Founded in          lic interest research groups.
PO Box 1948                       1979, SHHH is a non-profit         The PIRGs are consumer
Dover, DE 19903                   membership association with        environmental advocacy
302-672-7945                      over 250 chapters throughout       groups active in many states
e-mail: advantage@pcasafe-        the U.S. Publications include      across the country. U.S. PIRG                            information on: hearing aids,      works on a variety of con-                 cochlear implants, assistive       sumer and environmental pro-
A consulting practice assist-     listening devices, Americans       tection issues, including bank
ing consumers with the review     with Disabilities Act, employ-     fees, credit bureau abuses,
of debt collection, telemarket-   ment, travel, lip-reading, edu-    clean air and clean water,
ing, and automobile and insur-    cation, parenting, medical         right to know, campaign
ance practices. Professional      research, psychological stress     finance reform, and various
Consumer Advocates is a           and telephone and television       other issues. U.S. PIRG does
membership organization           strategies. Holds annual con-      not handle individual con-
encouraging consumers to be       ventions and publishes             sumer complaints directly but
proactive.                        Hearing Loss: The Journal of       measures complaint levels to
                                  Self Help for Hard of Hearing      gauge the need for remedial
Public Citizen, Inc.              People.                            legislation.
1600 20th St., NW
Washington, DC 20009              Society of Consumer                United Seniors Health
202-588-1000                      Affairs Professionals              Cooperative (USHC)
Fax: 202-588-7799                 International (SOCAP)              409 3rd St., SW, Suite 200
e-mail:        675 North Washington St.,          Washington, DC 20024-3212                   Suite 200                          202-479-6973
A national, nonprofit member-     Alexandria, VA 22314               Fax: 202-479-6660
ship organization representing    703-519-3700                       e-mail: ushc@unitedsenior-
consumer interests through        Fax: 703-549-4886        
lobbying, litigation, research,   e-mail:  
and publications, Public                      USHC is a nonprofit member-
Citizen represents consumer       An international professional      ship organization that pro-
interests in Congress, the        organization, SOCAP pro-           vides consumer tested infor-
courts, government agencies,      vides training, conferences        mation to help seniors achieve
and the media. Primary cur-       and publications to encourage      good health, independence,
rent areas of interest include    and maintain the integrity of      and financial security.
product liability, health care    business in transactions with      Publications include books on
delivery, safe medical devices    consumers; to encourage and        long-term care planning, man-
and medications, open and         promote effective communica-       aging health care finances,
ethical government, and safe      tion and understanding among       and choosing an HMO.
and sustainable energy use.       business, government and           Professionals working with
                                  consumers; and to define and       low-income persons of all
Self Help for Hard of             advance the consumer affairs       ages will find USHC’s benefit
Hearing People                    profession.                        screening software valuable
7910 Woodmont Ave., Ste. 1200                                        for a quick, comprehensive
Bethesda, MD 20814                U.S. Public Interest               determination of a person’s
301-657-2248                      Research Group (U.S.               eligibility for public benefits
301-657-2249                      PIRG)                              and assistance programs.
Fax: 301-913-9413                 218 D St., SE
e-mail:         Washington, DC 20003-1900                      202-546-9707
The largest international con-    Fax: 202-546-2461
sumer organization devoted to     e-mail:
serving the interests of con-
sumers with hearing loss          U.S. PIRG is the national lob-

       Member of the Society of Consumer Affairs     Provided financial support for the publication
       Professionals International, see page 45.     of the Consumer Action Handbook.
                       Trade and Professional Associations
      Companies that manufacture similar products or offer similar services often belong to industry
      associations. These associations help resolve problems between their member companies and
      consumers. Most also provide consumer information and education materials through publica-
      tions and on their websites. If you have a problem with a company and cannot resolve it by
      working directly with that firm, ask if the company is a member of an association. Then, check
      this section to see if the association is listed. If the association is not included here, your local
      library has reference materials to help you find the appropriate contact.

 Accrediting Council for                the common interests of its
 Independent Colleges                   members on a broad range of         Membership: Manufacturers of
 and Schools (ACICS)                    public policy issues. Through       clothing.
                                        the Alliance, members are
 750 1st St., NE, Suite 980                                                 American Arbitration
                                        able to convey this commit-
 Washington, DC 20002
                                        ment as well as the industry’s      Association
                                        accomplishments and its posi-       Kersten Norlin
 Fax: 202-842-2593
                                        tions on issues to the public,      Vice President, Corporate
                                        the government, the media and       Communications
                                        other interested parties.           335 Madison Ave., 10th FL
 Association of accredited
                                                                            New York, NY 10017
 career schools training in             America’s Community                 Toll free: 1-800-778-7879
 business and business-relat-           Bankers (ACB)             
 ed subjects.
                                        900 19th St., NW, Suite 400         A nonprofit public service
 AFSA Education                         Washington, DC 20006                organization with 37 regional
 Foundation                             202-857-3103                        offices across the country.
                                        Fax: 202-296-8716                   Provides consumer informa-
 Susie Irvine, President & CEO
                                        e-mail:          tion on request. Check local
 919 18th St., NW
                                                 telephone directory for listing.
 Washington, DC 20006
                                        ACB is the national trade           If there is no office in your
                                        association for 2,000 savings       area, write or call the office
                                        and community financial insti-      listed above.
                                        tutions and related business
 The AFSA Education                                                         American Bankers
                                        firms. ACB makes informa-
 Foundation develops personal
                                        tion developed by its members       Association
 money management educa-
                                        on consumer financial servic-       1120 Connecticut Ave., NW
 tional materials to help the
                                        es, housing, finance, and com-      Washington, DC 20036
 public understand the credit
                                        munity development available        202-663-5000
 process, seek help if credit
                                        free of charge.                     Fax: 202-663-7578
 problems occur, and realize
 the benefits of responsible            American Apparel                    The American Bankers
 money management.                      Manufacturers                       Association is the largest
 Alliance of Automobile                 Association                         banking trade association in
 Manufacturers                          Joan McNeal, Director               the country. Its membership
 1401 H St., NW                         Member and Industry                 includes community, regional,
 Suite 900                              Relations                           and money center banks as
 Washington, DC 20005                   1601 North Kent St., Suite 1200     well as savings associations,
 202-326-5500                           Arlington, VA 22209                 trust companies, and savings
 Fax: 202-326-5567                      703-524-1864                        banks. It will provide con-                   Toll free: 1-800-520-2262           sumer education materials on
 The Alliance of Automobile             Fax: 703-522-6741                   request.
 Manufacturers, Inc. represents         e-mail: jmcneal@appareland-

150               Provided financial support for the publication of the Consumer Action Handbook.
                   Trade and Professional Associations
American Bar                                        committed to providing high
Association                        The AFA is a national trade        quality, unprecendented busi-
Jack Hanna, Director, Section      association for the fence          ness services and products to
on Dispute Resolution              industry and has over 2000         O&P professionals. Since our
740 15th St., NW                   members nationwide.                founding in 1917, we have
Washington, DC 20005               Members are fence contrac-         worked diligently to
202-662-1680                       tors, retailers, wholesalers,      establish ourselves as the
Fax: 202-662-1683                  suppliers and manufacturers.       voice for O&P businesses.
e-mail:                                            AOPA membership consists
                                   American Health Care               of over 1800 O&P companies,
                                   Association                        suppliers, and affiliates who
Publishes a directory of state
                                   1201 L St., NW                     design, fabricate, fit and
and local alternative dispute
                                   Washington, DC 20005-4014          supervise the use of orthoses
resolution programs.
                                   202-842-4444                       (orthopedic braces) and pros-
Provides consumer informa-
                                   Toll free: 1-800-321-0343 (pur-    theses (artificial limbs).
tion on request.
                                   chase publications only)
American Collectors                Fax: 202-842-3860                  American Society of
Association                                     Travel Agents, Inc.
Gary Rippentrop, CEO               Membership: State associa-         Linda High, Director
PO Box 39106                       tions of long-term health care     Consumer Affairs
Minneapolis, MN 55439-0106         facilities. Also, associate        1101 King St., Suite 200
952-926-6547                       business membership pro-           Alexandria, VA 22314
Fax: 952-926-1624                  gram for health related busi-      703-739-8739 (consumer hot-                  nesses.                            line)
Membership: Collection serv-                                          Fax: 703-684-8319
                                   American Institute of    
ices handling overdue
                                   Certified Public                   Membership: Travel agents.
accounts for retail profession-
al and commercial credit           Accountants
                                   Lisa Snyder, Director,             American Textile
                                   Professional Ethics Division       Manufacturers Institute
American Council of                Harborside Financial Center        1130 Connecticut Ave., NW
Life Insurers                      201 Plaza III                      Suite 1200
101 Constitution Ave., Ste. 700    Jersey City, NJ 07311-3881         Washington, DC 20036
Washington, DC 20001-2133          201-938-3175                       202-862-0500
202-624-2000                       Fax: 201-938-3367        
Toll free: 1-800-942-4242 (con-    e-mail:          Membership: Textile plants
sumer helpline)                                which produce a variety of tex-
Fax: 202-624-2319                  Membership: Professional           tile products, including fabrics                       organization of accountants        for apparel, home furnishings
Trade association of over 500      certified by the states and ter-   and industrial fabrics.
insurance companies that pro-      ritories.
                                                                      Better Hearing Institute
vide life insurance, pensions
                                   American Orthotic and              (BHI)
and annuities, long-term care,
and disability income insurance.   Prosthetic Association             515 King St., Suite 420
                                   Robert T. Van Hook, CAE,           Alexandria, VA 22314
American Fence                     Executive Director                 703-684-3391
Association                        330 John Carlyle St.               Toll free: 1-800-EAR-WELL
2336 Wisteria Dr., Suite 230       Alexandria, VA 22314               Voice/TDD: 1-888-HEAR-
Snelville, GA 30078                703-836-7116                       HELP
678-344-6314                       Fax: 703-836-0838                  Fax: 703-684-6048
Toll free: 1-800-822-4342                   e-mail: MAIL@betterhear-
Fax: 678-344-6299                  The American Orthotic and
e-mail:         Prosthetic Association is a
www.americanfenceassocia-          national trade association         A nonprofit educational

                   Trade and Professional Associations
 organization, BHI informs per-    Carpet and Rug                      regulates financial planners
 sons with impaired hearing        Institute                           through trademark law by cer-
 and the general public about      Stephen J. Phillips, Director       tifying individuals who meet
 hearing loss and available        Issue Communications                its requirements to use the
 help through medicine, sur-       310 Holiday Ave., PO Box 2048       marks CFP ®, CERTIFIED
 gery, amplification, and other    Dalton, GA 30720                    FINANCIAL PLANNER ™
 rehabilitation. Membership:       706-278-3176                        and CFP (with flame logo).
 professionals and others who      Toll free: 1-800-882-8846           CFP Board provides free edu-
 help persons with impaired        Fax: 706-278-8835                   cational materials and work-
 hearing.                          e-mail: communications@car-         place seminars. Call 1-888-
                                                  237-6275 or go to
 Blue Cross and Blue                                         
 Shield Association
                                   Membership: Manufacturers of        Children’s Advertising
 Consumer Affairs
                                   carpets, rugs, bath mats; sup-
 1310 G St., NW, 12th Floor                                            Review Unit (CARU)
                                   pliers of raw materials and
 Washington, DC 20005                                                  Council of Better Business
                                   services to the industry.
 202-626-4780                                                          Bureaus, Inc.
 Fax: 202-626-4833                 Cemetery Consumer                   845 Third Ave.                 Service Council                     New York, NY 10022
 Membership: Local Blue            Robert Fells, Assistant             212-705-0124
 Cross and Blue Shield plans       Secretary                           Fax: 212-308-4743
 in the United States, Canada      PO Box 2028               
 and Jamaica.                      Reston, VA 20195-0028               Handles consumer complaints
                                   703-391-8407                        about truth and accuracy of
 Boat Owners Association                                               advertising directed to chil-
                                   Fax: 703-391-8416
 of The United States,                                                 dren under 12 years of age.
                                   Industry-sponsored dispute
 BOAT/ U.S.                        resolution program. Other
 Caroline Ajootian, Director                                           Consumer Electronics
                                   consumer information about
 Consumer Protection Bureau                                            Association (CEA)
                                   cemetery practices and rules
 880 South Pickett St.                                                 2500 Wilson Blvd.
                                   available on request.
 Alexandria, VA 22304-0730                                             Arlington, VA 22201-3834
 703-823-9550                      Certified Financial                 703-907-7600
 e-mail: consumerprotec-           Planner Board of                    Fax: 703-907-7601                   Standards                                                                         CEA, a sector of the
                                   Janis McCubbrey, Manager,
 The Consumer Protection                                               Electronic Industries Alliance
                                   Consumer Relations
 Bureau serves as a mediator                                           (EIA), represents more than
                                   Communication and
 in disputes between boat                                              600 U.S. companies involved in
                                   Consumer Services
 owners and the marine indus-                                          the development, manufactur-
                                   1700 Broadway, Suite 2100
 try, BOAT/U.S. also works                                             ing and distribution of audio,
                                   Denver, CO 80290-2101
 closely with the U.S. Coast                                           video, mobile electronics,
 Guard to monitor safety                                               communications, information
                                   Toll free: 1-888-237-6275
 defect problems.                                                      technology, multimedia and
                                   Fax: 303-860-7388
                                                                       accessory products, as well as
 Career College                    e-mail:
                                                                       related services, that are sold
 Association (CCA)                                                     through consumer channels.
                                   Certified Financial Planner
 10 G St. NE, Suite 750                                                Combined, these companies
                                   Board of Standards is a non-
 Washington, DC 20002                                                  account for more than $60 bil-
                                   profit regulatory organization
 202-336-6700                                                          lion in annual sales.
                                   that fosters professional stan-
                                   dards in personal financial         Credit Union National
                                   planning so that the public         Association (CUNA)
 Membership: Career-specific
                                   values, has access to, and
 post secondary education                                              Eva Cry, Information Manager
                                   benefits from competent
 institutions.                                                         5710 Mineral Point Road
                                   financial planning. CFP Board
                                                                       Madison, WI 53701

152           Provided financial support for the publication of the Consumer Action Handbook.
                   Trade and Professional Associations
608-232-8256                      Sweepstakes Helpline               Financial Planning
Fax: 608-232-8240                 1111 19th St., NW                  Association (FPA)
E-mail:             Washington, DC 20036               Offices in Atlanta, Denver,                      202-861-2475                       and Washington
Serves more than 90% of cred-     e-mail: sweepstakes@the-           3801 E. Florida Ave., Ste. 708
it unions through credit union                            Denver, CO 80210-2544
leagues in all 50 states and      Handles complaints related         Toll free: 1-800-282-7526
the District of Columbia.         specifically to sweepstakes        Fax: 404-845-3660
Credit unions are cooperative     advertising, including com-        e-mail:
non-profit financial institu-     plaints from caregivers of
tions owned and controlled by     older consumers.                   The Financial Planning
members; they belong to cred-                                        Association (FPA) is the
it union leagues, which belong    Telephone Preference               membership organization for
to CUNA.                          Service
                                                                     the financial planning commu-
                                  PO Box 9014
Direct Marketing                                                     nity. Its members are dedicat-
                                  Farmingdale, NY 11735-9014
                                                                     ed to supporting the financial
Association (DMA)                 212-768-7277
                                                                     planning process in order to
Marsha Goldberger, Director
                                                                     help people achieve their
of Ethic and Consumer Affairs     Handles written requests for
                                                                     goals and dreams. FPA
1111 19th St., NW, Suite 1100     name and telephone number
                                                                     believes that everyone needs
Washington, DC 20036              removal from most national
                                                                     objective advice to make
202-955-5030                      telemarketing lists.
                                                                     smart financial decisions and
Fax: 202-955-0085
                                  Direct Selling                     that when seeking the advice
e-mail: consumer@the-
                                  Association (DSA)                  of a financial planner, the
                                                                     planner should be a CFP                   1275 Pennsylvania Ave., NW
Membership: Companies who         Suite 800
market goods and services         Washington, DC 20004               Food Marketing
directly to consumers using       202-347-8866                       Institute (FMI)
direct mail, catalogs, telemar-   Fax: 202-347-0055
                                                                     655 15th St., NW Suite 700
keting, magazine and newspa-      e-mail:
                                                                     Washington, DC 20005
per ads, and broadcast on-line
advertising. DMA also oper-       Membership: Companies that
ates the following:               manufacture and distribute
                                                                     FMI conducts programs in
                                  consumer products person-to-
                                                                     research, education, industry
ConsumerLine                      person and through home-
                                                                     relations and public affairs on
1111 19th St., NW, Suite 1100     party plans using independent
                                                                     behalf of its members, grocery
Washington, DC 20036              salespeople. All members
                                                                     retailers and wholesalers.
202-955-5030                      comply with the DSA Code of
Fax: 202-955-0085                 Ethics which protects con-         Funeral Consumers
e-mail:      sumers of direct selling prod-     Alliance (FCA)                   ucts as well as the sellers of     PO Box 10
Handles complaints regarding      the products and opportunities.    Hinesburg, VT 05461
both DMA members and non-                                            802-482-3437
                                  Distance Education and
                                                                     Toll free: 1-800-765-0107
                                  Training Council
                                                                     Fax: 802-482-5246
Mail Preference Service           Cindy Donahue, Meeting
PO Box 9008                       Coordinator
Farmingdale, NY 11735-9008        1601 18th St., NW
                                                                     Funeral Consumers Alliance
202-861-2409                      Washington, DC 20009
                                                                     is a nonprofit educational                   202-234-5100
                                                                     organization protecting a con-
Handles written requests for      e-mail:
                                                                     sumer’s right to choose a dig-
name removal from most  
                                                                     nified, meaningful, affordable
national advertising mailing      Membership: Home study
                                                                     funeral. In addition to inform-
lists.                            (correspondence) schools.
       Member of the Society of Consumer Affairs    Provided financial support for the publication
       Professionals International, see page 45.    of the Consumer Action Handbook.                 153
                    Trade and Professional Associations
 ing the public about their         Insurance Information             National Advertising
 available options and rights,      Institute (III)                   Division (NAD)
 FCA will assist in mediating       Jeanne Salvatore, Vice            Andrea C. Levine, Director
 complaints. There are more         President, Consumer Affairs       A Division of the Council of
 than 100 local affiliates around   Communications                    Better Business Bureaus, Inc.
 the country, many of which         110 William St.                   845 Third Ave., 17th Fl.
 work for better legislation, do    New York, NY 10038                New York, NY 10022
 funeral price surveys, and         212-346-5555                      212-754-1320
 counsel members and the            Toll free: 1-800-331-9146         Fax: 212-832-1296
 general public.                    e-mail:           Handles complaints about the
 Hearing Industries                              truth and accuracy of national
                                    The National Insurance            advertising.
                                    Consumer Helpline is a resource
 Carole Rogin, President                                              National Association of
                                    for consumers with automobile,
 515 King St., Suite 420                                              Funeral Directors
                                    homeowners and life insurance
 Alexandria, VA 22314                                                 PO Box 486
                                    questions.The Helpline is open
 703-684-5744                                                         Elm Grove, WI 53122-9486
                                    Monday through Friday from 8
 Fax: 703-684-6048                                                    Toll free: 1-800-662-7666
                                    a.m. to 8 p.m., eastern time.
 e-mail:                                            Third party dispute resolution
                                    Spanish-speaking operators                                                      program for complaints
                                    also available.
 Membership: Companies                                                regarding funeral homes.
 engaged in the manufacture         Monument Builders of
 and/or sale of hearing aids,       North America                     National Association of
 their components, parts, and       Greg Patzer, Executive Vice       Home Builders
 related products and services.     President                         William Young, Director
                                    3158 South River Rd., Ste. 224    Consumer Affairs/Public
 Household Goods
                                    Des Plaines, IL 60018             Liaison
 Forwarders Association                                               1201 15th Street, NW
 of America, Inc.                   Fax: 847-803-8823                 Washington, DC 20005
 Terry R. Head, President           202-822-0409
 2320 Mill Road, Suite 102          Membership: Cemetery monu-        Toll free: 1-800-368-5242 (out-
 Alexandria, VA 22314               ment retailers, manufacturers     side DC metro area)
 703-684-3780                       and wholesalers; bronze man-
 Fax: 703-684-3784                  ufacturers and suppliers.         Membership: Single and multi
 e-mail:             Consumer brochures available      family home builders, com-                     on request.                       mercial builders and others
 The Household Goods                                                  associated with the building
 Forwarders Association of          Mortgage Bankers                  industry.
 America, Inc. represents           Association of America
 movers and forwarders who          Shirlene Datcher, Media           National Association of
 handle commercial, govern-         Relations Coordinator             Insurance
 ment and military shipments        Consumer Affairs                  Commissioners (NAIC)
 of household goods. Founded        1919 Pennsylvania Ave., NW        David Wetmore, Director
 in 1962, now with members in       Washington, DC 20006              Federal and International
 over 150 countries worldwide,      202-557-2700                      Relations
 HHGFAA is dedicated to fos-                      444 N. Capitol St,, NW, #701
 tering an industry-wide com-       Membership: Mortgage bank-        Washington, DC 20001
 mitment to the highest stan-       ing firms, commercial banks,      202-624-7790
 dards of international house-      life insurance companies, title   Fax: 202-624-8579
 hold goods moving services.        companies, and savings and
                                    loan associations.                NAIC is the organization of
                                                                      insurance regulators from the
                                                                      50 states, the District of
                                                                      Columbia and the four U.S.

                   Trade and Professional Associations
territories. One of its primary    National Food                       gages. Today, NHEMA repre-
functions is consumer protec-      Processors Association              sents 350 member companies
tion. It produces a number of      Brian Folkerts, Vice President      in all 50 states, employing tens
guides which are distributed       of Government Affairs and           of thousands of people and
to insurance departments and       Communications                      providing needed credit to mil-
directly to consumers upon         1350 I St., NW, Suite 300           lions of Americans. NHEMA
request.                           Washington, DC 20005                has a free consumer website
                                   202-639-5900                        designed to help borrowers
National Association of                                                borrow smart and avoid prob-
                                   Fax: 202-639-5932
Personnel Services                                                     lems:
Diane Callis, President                                                National Turkey
                                   Membership: Commercial
3133 Mt. Vernon Ave.                                                   Federation
                                   packers of such food products
Alexandria, VA 22305                                                   Sherrie Rosenblatt, Director
                                   as fruit, vegetables, meat, poul-
703-684-0180                                                           Department of Public
                                   try, seafood, and canned,
Fax: 703-684-0071                                                      Relations
                                   frozen, dehydrated, pickled and                                                        1225 New York Ave., Suite 400
                                   other preserved food items.
Membership: Private employ-                                            Washington, DC 20005
ment agencies.                     National Futures                    202-898-0100
                                   Association (NFA)                   Fax: 202-898-0203
National Association of                                                e-mail:
                                   Larry Dyekman, Director of
Professional Insurance             Communications and        
Agents                             Education                           Membership: Turkey growers,
Ted Besesparis, Vice               200 West Madison St.                hatcheries, breeders, proces-
President, Communications          Chicago, IL 60606-3447              sors, marketers, and allied
400 North Washington St.           312-781-1370                        industry firms and poultry dis-
Alexandria, VA 22314               Toll free: 1-800-621-3570 (out-     tributors.
703-836-9340                       side IL)                            North American
Fax: 703-836-4933                  Fax: 312-781-1467
e-mail:                                               Consumer Protection
                                              Contact NFA regarding dis-          Investigators
Provides consumers practical       putes with futures commis-          Michael A Kaiser, NACPI
advice on personal insurance       sion merchants, commodity           President, c/o Governers
buying through its national        trading advisors, commodity         Office of Consumer Affairs
outreach program.                  pool operators, introducing         2 Martin Luther King Jr. Dr.,
                                   brokers, and associated indi-       Ste. 356
National Association of                                                Atlanta, GA 30334
Security Dealers                                                       404-656-3006
Office of Dispute Resolution       National Home Equity                Fax: 404-651-9018
125 Broad St., 36th Floor          Mortgage Association                NACPI provides training and
New York, NY 10004                 Jeff Zeltzer                        support for consumer protec-
212-858-4400                       Executive Director                  tion investigators in govern-
Fax: 212-858-4429                  1301 Pennsylvania Ave., NW          ment agencies at all levels.
e-mail:         Suite 500                           NACPI does not investigate                    Washington, DC 20004                individual consumer com-
Third-party dispute resolution     202-347-1210                        plaints, but helps investiga-
forum, including both arbitra-     Fax: 202-347-1171                   tors share information of
tion and mediation solutions,      e-mail:       mutual concern.
for the resolution of monetary
and business disputes              Founded in 1974, NHEMA is
between investors and securi-      committed to keeping con-
ties firms.                        sumers informed and able to
                                   take advantage of the benefits
                                   afforded by home equity mort-

         Provided financial support for the publication of the Consumer Action Handbook.             155
                     Trade and Professional Associations
 North American                      Association is the non-profit
 Securities                          trade association representing
 Administrators                      over 100 North American man-
                                     ufacturers of household,
 Association, Inc.
                                     industrial and institutional
 (NASAA)                             cleaning products; their ingre-
 10 G St., NE, Suite 710             dients; and finished packag-
 Washington, DC 20002                ing. SDA members produce
 202-737-0900                        more than 90% of the cleaning
 Fax: 202-783-3571                   products marketed in the U.S.
 e-mail:              Free/low cost educational                       materials are available to con-
 NASAA is an international           sumers and educators on
 organization devoted to             handwashing, asthma educa-
 investor protection. Its mem-       tion, fabric care, hard surface
 bership consists of the 66          cleaning and the safe, effec-
 state, provincial and territorial   tive and responsible use of
 securities administrators in        household cleaning products.
 the 50 states, the District of
 Columbia, Canada, Mexico            Tire Association of
 and Puerto Rico. In the             North America
 United States, NASAA is the         11921 Freedom Dr., Suite 550
 voice of the 50 state securities    Reston, VA 20190
 agencies responsible for the        703-736-8082
 grass-roots investor protec-        Toll free: 1-800-876-8372
 tion, investor education and
 efficient capital formation.        Membership: Independent tire
                                     dealers and retreaders.
 Photo Marketing
 Association                         Toy Industry
 Craig Halverson                     Association, Inc.
 Assistant Executive Director        Marisa Gordon, Asst.
 3000 Picture Place                  Communications Director
 Jackson, MI 49201                   1115 Broadway, Suite 400
 517-788-8100                        New York, NY 10010
 Toll free: 1-800-762-9287           212-675-1141
 Fax: 517-788-8371                   Fax: 212-633-1429
 e-mail:                        Membership: American toy
 Membership: Retailers of            manufacturers.
 photo equipment, film and
 supplies; firms developing and      United States Tour
 printing film.                      Operators Association
 Soap and Detergent
                                     Robert Whitley, President
 Association                         275 Madison Ave., Suite 2014
 Nancy Bock, Director of             New York, NY 10016
 Consumer Affairs                    212-599-6599
 1500 K St., NW, Suite 300           Fax: 212-599-6744
 Washington, DC 20005                e-mail:
 202-347-2900                        Membership: Wholesale tour
 Fax: 202-347-4110                   operators, common carriers,                 suppliers, and providers of
 The Soap and Detergent              travel services.

                            U.S. Military Family Centers
 Family Centers, located on most military installations, provide information, life skills educa-
 tion, and support services to military members and their families. One of the primary functions
 of the Family Center is to link customers with appropriate services available in the local com-
 munity or through state and federal assistance programs. In this role, the Family Center direc-
 tor develops working parterships with organizations such as local health and human services,
 churches, school systems, employment assistance, law enforcement, recreation, and other
 service providers.
 "Family Centers" is a generic term that includes all Military Departments. Each Service refers
 to the "Family Center" by a different name. If you cannot locate a Family Center, please contact
 your respective military branch's headquarters office listed below. The designation "DSN" pre-
 ceeding some of the phone numbers, refers to the military phone system and does not apply to
 the civilian sector.
 Access to a directory of Family Centers by Service and by State is available through the
 Military Family Resource Center (MFRC) web site at If you have ques-
 tions concerning other services of MFRC, visit the web site or email them at mfrc@hq.odedo-

Navy Family Service              Marine Corps Personnel             U.S. Army Community
Center                           Services                           and Family Support
HQ, FSC Support                  Programs, Personnel & Family       Center
Captain Grace Sheehan            Readiness (MRT)                    Isaac Templeton, Director,
NPC 660 FSC Branch               Michael Schafer                    Soldier and Family Support
5720 Integrity Drive             3280 Russell Rd.                   4700 King Street
Millington, TN 38085-6000        Quantico, VA 22134-5103            Alexandria, VA 22302
901-874-4328                     703-784-9546                       703-681-7395
DSN: 882-4328                    DSN: 278-9501                      DSN: 761-5375
Fax: 901-874-2785                Fax: 703-784-9816                  Fax: 703-681-7236            e-mail:mjschafer@manpow-
Air Force Family       
Matters Office
HQ US Air Force, Force           U.S. Coast Guard
Sustainment Division             Work/Life Program
Shontelle Rivers                 Robert Skewer, Director
HQ F/DPDF                        Commandant, U.S. Coast
1040 Air Force Pentagon,         Guard
Room 5C238                       2100 Second St. SW, Room
Washington, DC 20330-1040        6320
703-695-0242                     Washington, DC 20593
DSN: 225-0242                    202-267-6263
Fax: 703-695-7262                Fax: 202-267-4798
e-mail:shontelle.rivers@pen-                     ault.html

             U.S. Military Commissary and Exchange Offices
      Consumers who shop at military commissaries and exchanges and who have a question or
      problem should contact the local manager before contacting the regional offices in this sec-
      tion. If your problem is not resolved at the local level, then write or call the regional office near-
      est you. Be sure to discuss the problem with the local and regional offices before contacting
      the national headquarters of a commissary or exchange.

 Army and Air Force                     Southeast Region                     DeCA Western/Pacific
 Exchange Service                       Sandy A. Jones, Region               Region
 U.S. Headquarters                      Director                             Public Affairs Office, Bldg. 950
 Supervisor, Customer                   1301 Beach Drive SE                  3401 Acacia Street, Suite 115
 Relations                              St. Petersburg, FL 33701             McClellan AFB, CA 95652-1002
 P.O. Box 660202                        727-502-9843                         916-569-4839
 Dallas, TX 75266-0202                  Fax: 727-502-9363                    Fax: 916-569-4939
 214-312-3531                           e-mail: Sjones@CG-
 Fax: 214-312-2754                                     DeCA European Region                                                               Public Affairs Office
                                        Western Region                       Unit 3060
 Coast Guard Exchange                   USCG Integrated Support              APO, AE 09094
 System                                 Command                              011-49-631-3523-105
 Corporate Headquarters                 Lloyd Yatogo, Region Director        Fax: 011-49-361-3523-110
 Office of Exchange & Moral             400 Sand Island Parkway
 Loren A. Tschohl, Chief                Honolulu, HI 96819-4326              Marine Corps Exchange
 870 Greenbrier Circle                  808-541-2469                         Service
 Greenbrier Tower II Suite 502          Fax: 808-832-2605                    Personal & Family Readiness
 Chesapeake, VA 23320-2681              e-mail:Lyatogo@CG-                   3044 Catlin Avenue (MRX)
 757-420-2480                                          Quantico VA 22134-5099
 Fax: 757-420-0286                                                           (703) 784-3809
                                        Defense Commissary                   Fax: (703) 784-5354
 e-mail:Ltschohl@CG-                           Agency                               DSN: 278-3809
                                        DeCA Headquarters                    Cindy Whitman Lacy
 Central Region                         Corporate Communications             Head Of Retail
 c/o CG North Coast Region              1300 E. Avenue
 Judy Kelly, Region Director            Fort Lee, VA 23801-1800              Marine Corps Exchange 0630
 CAPT Otto Graham Exchange              804-734-8134                         Marine Corps Logistics Base
 13920 West Parkway Drive               Fax: 804-734-8248                    814 Radford Blvd Bldg 7500
 Cleveland, OH 44135-4500                      Albany GA 31704-1128
 216-671-3267                                                                (229) 888-6801
 Fax: 216-522-4098                      DeCA Eastern Region                  (229) 439-0324
 e-mail:Jkelly@CG-                      Public Affairs Office                DSN: 567-5189                           5151 Bonney Road, Suite 201          Cw05 Terry Whitaker
                                        Virginia Beach, VA 23462-4314        Head Of Retail
 Northeast Region                       757-284-3102
 Office c/o USCG TISCOM                 Fax: 757-284-3105                    Marine Corps Exchange 0190
 Karen Ondayko, Region                                                       Marine Corps Logistics Base
 Director                               DeCA Midwest Region                  Bldg 319
 7323 Telegraph Road                    300 AFCOMS Way, Bldg. 3030           Barstow CA 92311-5018
 Alexandria, VA 22314                   Kelly Air Force Base, TX             (760) 256-8974
 703-313-5433                           78241-6132                           Fax (760) 256-7027
 Fax: 703-313-5434                      210-925-2573                         DSN: 282-6014
 e-mail:Kondayko@CG-                    Fax: 210-925-2619                    Ssgt Anthony Cisneros                                                                Head Of Retail

         U.S. Military Commissary and Exchange Offices
Marine Corps Exchange 0260
Marine Corps Air Station        Marine Corps Exchange 0910       Marine Corps Exchange 0170
Bldg. 408                       Marine Corps Base Hawaii         MCRD San Diego
Beaufort SC 29904-5003          Bldg 1404 Box 63073              3800 Chosin Avenue
(843) 228-7751                  Kaneohe Bay HI 96863-3073        San Diego CA 92140-5196
Fax (843) 228-7077              (808) 254-7522                   (619) 725-6263
DSN: 335-7751                   Fax (808) 254-6627               Fax (619) 725-6205
Lou Prince, Head Of Retail      Linda Gulosh, Head Of Retail     Roland Griffin
                                                                 Director Business Ops/Retail
Marine Corps Exchange 0220      Marine Corps Exchange 0130
PSC Box 8009                    Marine Corps Base, Bldg 895      Marine Corps Exchange 0150
Marine Corps Air Station        Camp Lejeune NC 28542-5003       MCAGCC, Box 788150
Cherry Point NC 28533-0009      (910) 451-2434 Or 35             Twentynine Palms CA 92278-
(252) 463-1699                  Fax (910) 451-3355               8150
DSN: 582-2549                   DSN: 751-2434                    (760) 830-6163 Ext. 206
Fax (252) 463-3565              Carlton Mencer, Head Of Retail   Fax (760) 830-7239
Paran Wheeler, Head Of Retail                                    DSN: 957-6163
                                Marine Corps Exchange 0160       Maggie Jones
Marine Corps Exchange 1110      Marine Corps Recruit             Head Of Business Operations
Mwr Activitiy 1110 Marforlant   Depot/ERR
1251 Yalu Street                Bldg 202 P O Box 5100            Marine Corps Exchange 0270
Norfolk VA 23515-4693           Parris Island SC 29905-5003      Marine Corps Air Station
(757) 423-1187 Ext 11           (843) 525-3302 Ext. 7208/7307    Box 99115
Fax (757) 423-5819              Fax (843) 525-2872               Yuma AZ 85369-9115
DSN: 565-1187                   DSN: 832-3301                    (928) 269-2363
Cwo-3 Jesse Griffin             Bob Mullen, Head Of Retail       Fax (928) 344-1902
Head Of Retail                                                   DSN: 951-2363
                                Marine Corps Exchange 0830       Kathy Bausch, Head Of Retail
Marine Corps Exchange, HQ       MCAS Miramar
Battalion                       45233 Antares Dr., Bldg. 2660    Navy Exchange Service
Henderson Hall Bldg. 26, 0110   San Diego CA 92145               Centers
P O Box 4009                    (858) 695-7217                   NEXCOM Headquarters
Arlington VA 22214-5003         Fax (858) 695-7217               3280 Virginia Beach Blvd
(703) 979-8420                  Gary Walls, Head Of Retail       Virginia Beach, VA 23452-5724
Fax (703) 979-0972                                               800-NAV-EXCH
DSN: 224-8420                   Marine Corps Exchange 0140
Douglas Baer                    Marine Corps Base                NEX Mid-America District
Head Of Retail/Business Ops     Box 555020                       PO Box 33340
                                Camp Pendleton CA 92055-         Naval Air Station Pensacola,
Marine Corps Exchange 1450      5020                             FL 32508
Marine Corps Air Station        (760) 725-6305                   850-458-3263
Iwakuni                         Fax (760) 385-0446               Fax: 850-456-4655
PSC 561 Box 1866                DSN: 365-6305
FPO AP 96310-0029               Joe Allison, Head Of Retail      NEX Northeast District
011-81-6117-53-5641                                              NETC Newport
Fax 011-81-827-21-7363          Marine Corps Exchange 0120       1121 Meyercord Ave., 2nd Floor
DSN: 253-4017                   Marine Corps Base                Newport, RI 02841
Cwo-2 Vincent Endresen          Bldg 3500 P O Box 229            401-841-2984
Head Of Retail                  Quantico VA 22134-0229           401-841-2983
                                (703) 640-8800
                                Fax (703) 640-6708
                                Vicki Bartlett, Head Of Retail

          U.S. Military Commissary and Exchange Offices
 NEX Mid-Atlantic District       NEX Japan District
 National Naval Medical Center   PSC 473 Box 70
 Building 12                     FPO AP 96349-0003
 8901 Wisconsin Avenue           011-81-616-043-7400
 Bethesda, MD 20889-5604-5604    011-81-468-27-1342
                                 NEX Guam District
 NEX Tidewater District          U.S. Naval Forces Marianas
 Naval Amphibious Base Little    PSC 455, Box 178, Bldg 258
 Creek                           FPO AP 96540-1000
 1240 Gator Blvd.                671-339-6594
 Norfolk, VA 23521-2315          671-339-6597

 NEX Southeast District
 Navy Exchange Mayport
 2292 Mayport Road, #50
 Atlantic Beach, FL 32233

 NEX Southern California
 Navy Exchange West Coast
 401 West 8th St., Bldg 3155
 National City, CA 91950

 NEX Northwest District
 Navy Exchange Everett
 13904 45th Avenue NW
 Marysville, WA 98271-7853

 NEX Hawaii District
 1025 Quincy Avenue, Ste 1020
 Pearl Harbor, HI 96860-4512

 NEX Europe District
 PSC 810 Box 33
 FPO AE 09619-0033

 This alphabetical index will help you find the right organization to contact for information or for assis-
 tance with your complaint. First, look for the specific topic, for example, Cars. Under this topic there
 will be one or more contacts followed by the Handbook page number(s). Sometimes you will be direct-
 ed to “See” another entry for information and a list of contacts. “See also” references direct you to
 other topics that might be related to your problem and may help you locate the right contact. For com-
 pany names see the alphabetical listings under “Corporate Consumer Contacts” and “Car
 Manufacturers and Dispute Resoultion Programs.”

A                                         Alliance Against Fraud in Telemarketing   ATF
                                          and Electronic Commerce 145                  Bureau of Alcohol, Tobacco and
AARP 145                                                                               Firearms 131
                                          Alliance of Automobile Manufacturers
Accountants                               150                                       ATM Machines 19-22
    American Institute of Certified
                                          America’s Community Bankers 150           Attorneys, See Lawyers
    Public Accountants 151
    Occupational and Professional         American Apparel Manufacturers            Auto Safety, see also Cars
    Licensing Board 84                    Association 150                              Auto Safety Hotline 132
                                          American Arbitration Association 150         Choosing a Safe Vehicle 6
Accrediting Council for Independent
Colleges and Schools 150                  American Bankers Association 150          Auto Service Contracts 5
Advertising                               American Bar Association 151              Automobiles, See Cars
    Children’s Advertising Review Unit    American Collectors Association 151
    152                                                                             B
                                          American Council of Life Insurers 151
    Council of Better Business Bureaus                                              Banking regulation
    139                                   American Council on Consumer
                                                                                         Federal Reserve System 135
    Local Consumer Protection Offices     Interests 145
                                                                                         Office of Thrift Supervision 132
    84-103                                American Council on Science and
                                                                                    Banks and Banking, See also Credit
    National Advertising Division 154     Health 145
                                                                                         America’s Community Bankers 150
AFSA Education Foundation 150             American Fence Association 151                 American Bankers Association 150
Aging, See also Retirement                American Financial Services                    Charitable Giving 22
    AARP 145                              Association Education Foundation 150           Checking/Debit Cards 19-22
    Administraton on Aging 127            American Health Care Association 151           Debt Collection 23
    Nursing Homes and Eldercare serv-     American Institute of Certified Public         Department of the Treasury 131
    ices 11                               Accountants 151                                Federal Deposit Insurance
    Pension Benefit Guaranty                                                             Corporation 134
                                          American Orthotic and Prosthetic
    Corporation 137                                                                      Investment Fraud 23
                                          Association 151
    Social Security Administration 138                                                   Loans 22
    United Seniors Health Cooperative     American Society of Travel Agents, Inc.          Home Equity Loans 22
    149                                   151                                              Tax Refund Loans 22
    Women's Bureau 130                    American Textile Manufacturers                   Payday Loans 22
Agriculture, Department of 124            Institute 151                                  Savings and Checking Accounts 18
    Cooperative State Research,           Americans with Diasabilities Act               State Banking Authorities 104-107
    Education, and Extension Service      (ADA) Information Line 129                BBB AUTO LINE 83
    125                                   Animal Care and Veterinary Services       Better Business Bureaus 139-164
AIDS                                          Animal and Plant Health Inspection         BBBOnLine 139
    CDC National STD and AIDS                 Service 124                           Better Hearing Institute 151
    Hotline 124                               Local Consumer Protection Offices
                                                                                    Bilingual Education
Air Force                                     84-103
                                                                                         National Clearinghouse for
    Air Force Family Matters Office 157   Antitrust Division, DOJ 129                    Bilingual Education 126
    Army and Air Force Exchange           Appliances                                Bill Collection, See Credit
    Service 158                               Consumer Electronics Association
                                                                                    Blind, See Disabled Persons
Air Quality                                   152
    Indoor Air Quality Information            Local Consumer Protection Offices     Blue Cross and Blue Shield Association
    Clearinghouse 133                         84-103                                152
Airline Safety, FAA 132                   Arbitration                               Boats and Boating
                                              American Arbitration Association           Boat Owners Association of The
Airline Service Complaints
                                              150                                        United States 152
    Aviation Consumer Protection
                                              American Bar Association 151               Federal Maritime Commission 135
    Division 132
                                              Better Business Bureaus 139-164            United States Coast Guard 132
                                              Trade and Professional                Bonds, See Savings Bonds
                                              Associations 150-156                  Broadcasting
      National Health Information
      Center 128                          Architectural and Transportation               Federal Communications
    Improper Trade Practices              Barriers Compliance Board (ACCESS              Commission 134
      Bureau of Alcohol, Tobacco and      Board) 124                                Brokers, See Investing
      Firearms 131                        Army                                      Bureau of Alcohol, Tobacco and
Aliens                                        Army and Air Force Exchange           Firearms 131
    Immigration and Naturalization            Service 158                           Bureau of Engraving and Printing 131
    Service 136                               U.S. Army Community and Family
                                                                                    Bureau of Indian Affairs 131
                                              Support Center 157

 Bureau of Land Management 131            Center for Auto Safety 3, 5, 83           Commerce, Department of 125
 Bureau of the Public Debt 131            Center for Beneficiary Choices 127        Commissary and Exchange Offices 158-
                                          Center for Food Safety and Applied        160
 C                                        Nutrition Information Line 127            Commodity Futures Trading
 Cable                                    Center for Nutrition Policy and           Commission (CFTC) 124
     Federal Communications               Promotion 124                             Community Nutrition Institute 146
     Commission 134                       Center for Science in the Public          Complaints
 Caling Cards 37-38                       Interest 145                                  Dispute Resolution Programs 42
 Call for Action, Inc. 41                 Center for the Study of Services 2, 145       General Information 40
                                                                                        Help with
 Cameras and Photography Equipment        Centers for Disease Control and
                                                                                           American Bar Association 151
     Local Consumer Protection Offices    Prevention (CDC) 124
                                                                                           Better Business Bureaus 139-164
     84-103                               Certified Financial Planner Board of             Call for Action, Inc. 41
     Photo Marketing Association 156      Standards 152                                    Consumer Action 146
 Cancer                                   Charities                                        Consumer Federation of America
     National Cancer Institute 128            Better Business Bureaus 139-164              146
 Car Manufacturers 80-83                      Local Consumer Protection Offices            Local Consumer Protection
 Career College Association 152               84-103                                       Offices 84-103
                                              Tips on Charitable Giving 22              National Consumer Organizations
 Carpet and Rug Institute 152
                                          Check Cards, See Debit Cards                  145-149
 Cars                                                                                   Recovery Services 42
     Alliance of Automobile               Chemical and Oil Spills
                                              United States Coast Guard 132             Reporting Fraud 42
     Manufacturers 150                                                                  Sample Complaint Letter 44
     Automobile Safety 6                  Child Abuse and Neglect Information
       National Highway Traffic Safety    127                                       Comptroller of the Currency 131
       Administration 132                 Child Care                                Congress Watch 146
     Buying                                   Women's Bureau 130                    Consumer Action 146
       Buying New 4                                                                 Consumer Alert 146
                                          Child Support
          National Automobile Dealers
                                              Office of Child Support               Consumer Credit Counseling 21
          Association 83
                                              Enforcement 128                       Consumer Education
          National Institute for
          Automotive Service Excellence   Children                                      American Council on Consumer
          83                                  National Center for Missing and           Interests 145
       Buying Used 5-7                        Exploited Children 129                    Consumer Action 146
       Green Vehicle Guide 3                  National Clearinghouse on Child           Consumer Federation of America
       Lemon Laws 3                           Abuse and Neglect Information 127         146
       Vehicle Identification Number          National Runaway Switchboard 128          Local Consumer Protection Offices
       (VIN) 5                                President’s Council on Physical           84-103
       Warranties 3                           Fitness and Sports 128                    National Coalition for Consumer
          Auto Service Warranties 5       Children’s Advertising Review Unit 152        Education 148
     Dispute Resolution Programs 83       Cigarettes/Tobacco Products                   National Institute for Consumer
     International Association of Lemon       Bureau of Alcohol, Tobacco and            Education 148
     Law Administrators 83                    Firearms 131                          Consumer Electronics Association 152
     Leasing 6-8                          Citizenship Applications                  Consumer Federation of America 146
       Credit and Sublease Brokers 6          Immigration and Naturalization        Consumer Information
     Local Consumer Protection Offices        Service 136                               Federal Citizen Information Center
                                          City Government                               i, 124
     Recalls 7-8
                                              State, County and City Consumer       Consumer Information Catalog 2
     Renting 7
                                              Protection Offices 84                 Consumer Organizations 145-149
     Repair 8
          National Institute for          Civil Rights                              Consumer Product Safety Commission
          Automotive Service Excellence       Civil Rights Division (DOJ) 129       124
          83                                  Office of Civil Rights, HHS 128
                                                                                    Consumer Protection Offices
          RV Consumer Group 83            Clothing                                      Local Consumer Protection Offices
     Vehicle Repossessions 4                  American Apparel Manufacturers            84-103
 Catalog Shopping                             Association 150
                                                                                    Consumer Reports 2, 6
     U.S. Postal Service 138                  American Textile Manufacturers
                                              Institute 151                         Consumer Tips
 Cemeteries                                                                             Automobiles, See Cars
     Cemetery Consumer Service            Coalition Against Insurance Fraud 146
                                                                                        Buying Awareness 1-2
     Council 152                          Coast Guard, United States 132                Complaining Effectively 40-41
     Local Consumer Protection Offices        Coast Guard Exchange System 158           General Information 1
     84-103                                   National Response Center 132              Sample Complaint Letter 44
     Monument Builders of North               U.S. Coast Guard Work/Life
                                                                                    Consumer World 2
     America 154                              Program 157
     National Association of Funeral                                                ConsumerLine, DMA 153
     Directors 154                            United States Mint 132                Consumers for World Trade 147
     National Cemetery Administration                                               Consumers Union of U.S. 2
                                              Accrediting Council for               Contractors
 Cemetery Consumer Service Council            Independent Colleges and Schools          Occupational and Professional
 152                                          150                                       Licensing Board 84
 Census, Bureau of the 125                    Career College Association 152        Cooling-Off Rule 27

Cooperative State Research, Education,       Barriers                                    National Health Information
and Extension Service 2                        Architectural and Transportation          Center 128
Corporate Consumer Contacts 45-79              Barriers Compliance Board              Illegal
                                               (ACCESS Board) 124                        Drug Enforcement Administration
Correspondence Schools
                                             Benefits                                    129
   Distance Education and Training
                                               Social Security Administration         Prescription Drugs 11-12
   Council 153
                                               138                                    Safety
Council of Better Business Bureaus 139       Books for persons with Visual and           Food and Drug Administration 127
County Government                            Physical Disabilities 39              Dyslexic
   State, County and City Consumer           Education                                Recording for the Blind & Dyslexic
   Protection Offices 84                       Office of Special Education and        39
Courts, Small Claims 42-43                     Rehabilitative Services 126
Credit Repair Organizations Act 21           Employment                            E
                                               Equal Employment Opportunity
Credit Unions                                                                      EDInfo Electronic Newsletter 126
                                               Commission 134
   Credit Union National Association                                               Education
                                               Office of Disability Employment
   152                                                                                 Bilingual
                                               Policy 130
   National Credit Union                                                                 National Clearinghouse for
                                             Heritage for the Blind 147
   Administration 137                                                                    Bilingual Education 126
                                             National Council on Disability 136
Credit, See also Banks and Banking           National Library Service for the          Choosing a School 8-9
   Bureaus 16                                Blind and Physically Handicapped          College Savings Plans 8
   Card Fraud and Theft 22                   (NLS), Library of Congress 39             Colleges
   Credit Insurance 19                       Prostheses                                  Accrediting Council for
   Credit Reports 16                           American Orthotic and Prosthetic          Independent Colleges and
   Debt Collection 23                          Association 151                           Schools 150
   Financial Institution Regulators 18       Recording for the Blind & Dyslexic          Career College Association 152
   Getting Credit 19                         39                                        Correspondence Schools
   Resolving Credit Problems 20-21           Services and Resources for                  Distance Education and Training
      Billing Disputes 20                    Consumers with Disabilities 39              Council 153
      Negative Credit Information in                                                   Disabled Persons
                                         Disaster Assistance
      Your Credit Report 21                                                              Books for Persons with Visual and
                                             Federal Emergency Management
      Out of Control Debt 21                                                             Physical Disabilities 39
                                             Agency 135
Cruise Ships, See also Travel                Geological Survey 131                       Office of Special Education and
   Federal Maritime Commission 132           Response and Recovery Directorate           Rehabilitative Services 126
Currency                                     135                                       Federal Student Aid Information
   Bureau of Engraving and Printing                                                    Center 126
   131                                                                                 Financial Aid
   Comptroller of the Currency 131                                                       Federal Student Aid Information
                                               Equal Credit Opportunity Act 19
                                                                                         Center 9
Customs Service, United States 131           Employment
                                                                                       General Education Development
                                               Equal Employment Opportunity
                                                                                       (GED Tests) 9
D                                              Commission 134
                                               Office of Disability Employment
Day Trading 24                                                                           Veteran’s Employment and
                                               Policy 130
    Commodity Futures Trading                                                            Training Service 130
    Commission 124                                                                 Education, Department of 125
                                               Local Consumer Protection
Debit Cards 19-22                              Offices 84-103                      Eldercare Locator 127
Debt Collection 23                             Office of Civil Rights, DOJ 129     Eldercare, See also Aging
Defense Commissary Agency 158                  Office of Civil Rights, HHS 128           Administraton on Aging 127
Defense, Department of 125                   Housing                                     Women's Nureau 130
    National Committee for Employer            Office of Fair Housing and Equal    Electronic Funds Transfer 22
    Support of the Guard and Reserve           Opportunity 129
                                                                                   Electronics, consumer
    125                                  Dispute Resolution                            Consumer Electronics Association
Dentist, See Health Care Professionals       American Arbitration Association          152
                                              150                                      Local Consumer Protection Offices
Department of U.S. Government, See           American Bar Association 151
specific topics by name                                                                84-103
                                             Automotive Dispute Resoution 83
Dependent Care                               Dispute Resolution Programs 42        Emergency Preparedness
    Women’s Bureau 130                       Trade and Professional                    Federal Emergency Management
                                             Associations 150-156                      Agency 135
Direct Marketing
                                                                                       Response and Recovery Directorate
    Direct Marketing Association 153     Distance Education and Training               135
    Local Consumer Protection Offices    Council 153
    84-103                                                                         Employment
                                         Doctors, See Health Care Professionals        Agencies
    Mail Order Tips 30-31
    U.S. Postal Service 138              Door to Door Sales, See Direct Selling          Department of Labor 130
                                         Drinking Water                                  Equal Employment Opportunity
Direct Selling
                                             Safe Drinking Water Hotline 134             Commission 134
    Consumer Tips 30-31
                                             State Utilities Commissions 116-163         Local Consumer Protection
    Direct Selling Association 153
                                         Drug Enforcement Administration 129             Offices 84-103
    Local Consumer Protection Offices
    84-103                               Drugs
Disabled Persons, See also Veterans          Abuse
    Americans with Diasabilities Act
    (ADA) Information Line 129
       National Association of            Energy Star® Program 133                     Federal Supply Service, GSA 136
       Personnel Services 155             Energy, Department of 127                    Federal Trade Commission 135
       Scams and Frauds 9
                                          Environment                                  Financial Aid
                                              American Council on Science and               Federal Student Aid Information
       Pension and Welfare Benefits
                                              Health 145                                    Center 126
       Administration 130
                                              Chemical and Oil Spills                  Financial Institutions, See Banks and
       Pension Benefit Guaranty
                                                Coast Guard 132                        Banking
       Corporation 137
       Social Security Administration                                                  Financial Management Skills
                                                Resource Conservation and
       138                                                                                  Jump$tart Coalition for Personal
                                                Recovery Act 134
     Disabled Persons                                                                       Financial Literacy 147
                                              General Information
       Office of Disability Employment                                                 Financial Planning Association 153
                                                Environmental Protection Agency
       Policy 130                                                                      Fire
     Discrimination                                                                         Insurance
                                              Indoor Air Quality Information
       Equal Employment Opportunity                                                           State Insurance Regulators 108-
                                              Clearinghouse 133
       Commission 134                                                                         111
                                              Inspector General’s Fraud, Waste
     Labor Disputes                                                                           U.S. Fire Administration 135
                                              and Abuse Hotline 133
       American Arbitration
                                              National Pesticide Information           Firearms
       Association 150
                                              Center 134                                    Bureau of Alcohol, Tobacco and
       National Labor Relations Board
                                              Resource Conservation and                     Firearms 131
                                              Recovery Act 134                         Fireworks
                                              Safe Drinking Water Hotline 134               Local Consumer Protection Offices
       Employment and Training
                                              Toxic Substances Control Act 134              84-103
       Administration 130
     Veterans                             Environmental Protection Agency 133          FirstGov 2
       Veteran’s Employment and           Equal Credit Opportunity Act 19              Fish and Seafood, See Food and
       Training Service 130               Equal Employment Opportunity                 Nutrition
       Veterans Benefits Administration   Commission 134                               Food and Drug Administration 127
       133                                Escrow services 32
     Wage Issues                                                                       Food and Nutrition
                                          Extended Warranty, See Auto Service               National Turkey Federation 155
       Employment Standards
                                          Contracts                                         Nutrition Action Healthletter 145
       Administration 130
       Women’s Bureau 130                                                                   Nutrition Labeling
     Workers Compensation                 F                                                   Center for Nutrition Policy and
       Employment Standards               Fair Credit Billing Act 20                          Promotion 124
       Administration 130                                                                     Food and Drug Administration 127
                                          Fair Credit Reporting Act 16
     Workplace Safety                                                                       Safety
                                          Fair Debt Collection Practices Act 23               Center for Food Safety and
       Employment Standards
       Administration 130                 Families USA Foundation 147                         Applied Nutrition Information
       Mine Safety and Health             Family and Medical Leave                            Line 127
       Administration 130                                                                     Meat and Poultry Hotline 125
                                          Farm Programs
       Occupational Safety and Health                                                         Safe Drinking Water Hotline 134
       Administration 130                                                                   Saving Money 9-10
                                                 Extension Service 125
 Employment and Training                       Inspection
                                                                                              Seafood Inspection Program 125
 Administration 130                              Animal and Plant Health
                                                 Inspection Service 124                Food Marketing Institute 153
 Employment Standards Administration
 130                                      FCIC Publications, See Consumer              Food Processing
                                          Information Catalog                               National Food Processors
                                                                                            Association 155
     Conservation                         Federal Agencies 124-138
       Energy Efficiency and Renewable                                                 Food Safety and Applied Nutrition
                                          Federal Aviation Administration 132
       Energy Clearinghouse 127                                                        Information Line 127
                                          Federal Bureau of Investigation 129
     Costs and Billing                                                                 Franchises, Business Opportunities
       Local Consumer Protection          Federal Citizen Information Center i, iii,        Better Business Bureaus 139-164
       Offices 84-103                     2, 39, 136                                        Local Consumer Protection Offices
       State Utilities Commissions 116-   Federal Communications Commission                 84-103
       163                                134                                               Small Business Administration 138
     Office of Energy Efficiency and      Federal Deposit Insurance Corporation        Fraud
     Renewable Energy 127                 134                                               Alliance Against Fraud in
     Regulation                           Federal Emergency Management                      Telemarketing and Electronic
       Local Consumer Protection          Agency 135                                        Commerce 145
       Offices 84-103                                                                       National Fraud Information Center
                                          Federal Maritime Commission 135
       Nuclear Regulatory Commission                                                        148
       137                                Federal Motor Carrier Administration              Reporting Fraud 42
       State Utilities Commissions 116-   133
                                                                                       Funeral Consumers Alliance 153
       163                                Federal Property, Buying
     Weatherization Assistance                 Bureau of Land Management 131           Funeral Practices, See also Cemeteries
       Office of Energy Efficiency and         National Park Service 131                    Local Consumer Protection Offices
       Renewable Energy 127                    Surplus Federal Property Sales               84-103
 Energy Efficiency and Renewable          Federal Railroad Administration 132          Futures, See Commodity Futures
 Energy Clearinghouse 127                 Federal Reserve System 135
                                                                                       Gas, See also Energy
    Consumer Tips 35                            Consolidated Omnibus Budget        Household Goods Forwarders
    State Utilities Commissions 116-163         Reconciliation Act 12              Association of America, Inc. 154
General Services Administration 135             Families USA Foundation 147        Housing and Urban Development,
                                                General Information 12             Department of 128
Government Printing Office, U.S. 2, 136
                                                Long-term Care Insurance 12-13
Government Publications                                                            Housing Loans, See Home Mortgages
                                                Prescription Drugs 11-12
    Consumer Information Catalog 136         Job Health and Safety                 Housing, See also Home
    Government Printing Office 136              Employment Standards                  Affordable Housing Programs,
Guns, see Alcohol, Tobacco and                  Administration 130                    Office of (HUD) 129
Firearms, Bureau of                             Mine Safety and Health                Office of Fair Housing and Equal
                                                Administration 130                    Opportunity 129
H                                               Occupational Safety and Health        Office of Manufactured Housing
                                                Administration 130                    Program 128
HALT: An Organization of Americans                                                    Real Estate Settlement Procedures
for Legal Reform 147                         Long-term health Care
                                                Long-term Care Insurance 12-13        Act Division 129
Handbook Update i                            Mental Health
Hazardous Waste Spills                          National Institute of Mental       I
    National Response Center 132                Health 128                         Identity Theft 24
    Toxic Substances Control Act             Physical Fitness                      Immigration and Naturalization Service
    Assistance Information Service              National Health Information        136
    Hotline (TSCA) 134                          Center 128
                                                President’s Council on Physical    Immunizations, safety
Health and Human Services,                                                             Food and Drug Administration 127
Department of 127                               Fitness and Sports 128
                                             Veterans Health Administration 133    Indian Affairs, Bureau of 131
Health Care Financing Administration,        Weight Reduction 10                   Indoor Air Quality Information
See Center for Medicare and Medicaid
                                          Hearing Industries Association 154       Clearinghouse 133
                                          Hearing, See Disabled Persons            Insurance
Health Care Reform
                                             Better Hearing Institute 151              Agents
    Families USA Foundation 147
                                             Self Help for Hard of Hearing               National Association of Insurance
Health Letter                                People 149                                  Commissioners 154
    Health Research Group 147                TDD/TTY Services 39                       Disability Insurance 17-18
Health Privacy 28-30                      Heritage for the Blind 147                   Flood
Health Research Group 147                                                                National Flood Insurance
                                          Home                                           Program 135
Health, See also Drugs                       Buying a Home 13-14                       Fraud
    AIDS Hotline 124                         Discrimination 13                           Avoiding Insurance Fraud 15
    American Council on Science and             Office of Fair Housing and Equal         Coalition Against Insurance
    Health 145                                  Opportunity 129                          Fraud 146
    American Health Care Association         Home Financing 13-14                      General Information 15-18
    151                                         Fannie Mae 14                          Health
    Cancer                                      Home Mortgage Insurance                  Blue Cross and Blue Shield
      National Cancer Institute 128             Division 128                             Association 152
    Fraud                                       Office of Affordable Housing             Centers for Medicare & Medicaid
      Office of the Inspector General -         Programs, HUD 129                        Services 127
      Fraud Hotline 127                      Home Improvement                            General Information 12
      Weight Reducation 10                      Cancellation Rights 27                   Local Consumer Protection
    Health Care 10-11                           Consumer Tips 14-15                      Offices 84-103
    Health Care Providers 11                    Home Improvement Branch, HUD             Long-term Care Insurance 12-13
      Local Consumer Protection                 128                                    Home Mortgage
      Offices 84-103                            Local Consumer Protection                Home Mortgage Insurance
      Occupational and Professional             Offices 84-103                           Division 128
      Licensing Board 84                        National Association of Home             Insurance Information Institute
    Hearing                                     Builders 154                             154
      Better Hearing Institute 151              Occupational and Professional            State Insurance Regulators 108-
    Information                                 Licensing Board 84                       111
      Center for the Study of Services       Inspector General’s Fraud Hotline,        Information
      145                                    HUD 128                                     Insurance Information Institute
      Centers for Disease Contro 124         Manufactured Housing 128                    154
      Department of Health and Human         Renting a Home 13                         Regulators
      Services 127                        Home Mortgages                                 Federal Insurance Administration
      Health Research Group 147              Discrimination                              135
      National Health Information               Office of Fair Housing and Equal         Insurance Information Institute
      Center 128                                Opportunity 129                          154
      United Seniors Health                  Insurance                                   National Association of Insurance
      Cooperative 149                           Home Mortgage Insurance                  Commissioners 154
    Insurance                                   Division 128                             State Insurance Regulators 108-
      American Health Care                      Insurance Information Institute          111
      Association 151                           154
      Blue Cross and Blue Shield                                                   Insurance Information Institute 154
                                             Refinancing 14
      Association 152                                                              Insurance Institute for Highway Safety 6
      Center for Beneficiary Choices      Home Shopping
                                             Consumer Tips 30-31                   Interior, Department of the 131
                                             U.S. Postal Service 138               Internal Revenue Service 131

 International Association of Lemon Law   Lemon Laws, See Cars                          Local Consumer Protection Offices
 Administrators 83                        Libraries 2                                   84-103
 Internet                                                                               Office of Manufactured Housing
                                          Library of Congress, National Library
     Fraud                                                                              Program
                                          Service for the Blind and Physically
       National Fraud Information         Handicapped (NLS), 39                         128
       Center 148                                                                   Money and Credit, See also Banks 18-32
     Online Auctions 32
                                              National Coalition for Consumer       Monument Builders of North America
                                              Education 148                         154