2003 Consumer Action Handbook United States General Services Administration Federal Citizen Information Center Single copies of the current Consumer Action Handbook are available by writing Handbook, Federal Citizen Information Center, Pueblo, CO 81009 or by calling 1 (888) 8 PUEBLO, that's 1-888-878-3256. The Handbook can also be ordered on the FCIC website, www.pueblo.gsa.gov, and viewed there free of charge. The 2003 Consumer Action Handbook will be current through summer 2004. To place your name on a mailing list to receive the 2004 Handbook, please call 1-888-878-3256. For information that is updated weekly, visit the Consumer Action Website at www.consumeraction.gov. The Federal Citizen Information Center (FCIC) wishes to extend special thanks to the National Association of Consumer Agency Administrators, the National Consumers League, and Economic Connections for their help in developing this edition of the Consumer Action Handbook. Their expertise on the front lines of consumer education and complaint handling has contributed immeasurably to the value and quality of this publication. We need your help to keep the Handbook up-to-date. Please report any changes to Handbook Update, Federal Citizen Information Center, 1800 F Street NW, Rm. G-142, Washington, DC 20405, or e-mail action.handbook@gsa.gov. CONTRIBUTORS The Federal Citizen Information Center would like to express its gratitude to the partners listed below who helped make possible the publication of the 2003 Consumer Action Handbook. Consumer Product Safety Commission The Honorabe Hal Stratton Chairman Department of Agriculture The Cooperative State Research, Education, and Extension Service Colien Hefferan Administrator Department of Defense The Honorable Donald H. Rumsfeld Secretary Department of Justice The Honorable John Ashcroft Attorney General Department of Veterans Affairs The Honorable Anthony J. Principi Secretary Federal Deposit Insurance Corporation The Honorable Donald E. Powell Chairman Federal Trade Commission The Honorable Timothy J. Muris Chairman General Services Administration The Honorable Stephen A. Perry Administrator Securities and Exchange Commission The Honorable Harvey L. Pitt Chairman Arkansas Office of the Attorney General Mark Pryor Attorney General AARP American Financial Services Association Education Foundation American Express AT&T Bank of America Carfax Certified Financial Planner Board of Standards Colgate-Palmolive Delta Airlines Direct Marketing Association Ford Motor Company Food Marketing Institute General Motors MetLife Michelin National Futures Association National Home Equity Mortgage Association Neutrogena Corporation Pfizer Society of Consumer Affairs Professionals International Sprint Subaru Dannon Company Visa How To Use This Handbook Part I - Before You Buy Read this section for advice on shopping for goods and services and how to avoid consumer problems. The index will help you find the specific information you are seeking. Part II - After You Buy Turn to this section if you have a problem after making a purchase. There is a sample complaint form to present your case most effectively. There are also suggestions 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 contact information for consumer organizations, corporations, trade groups, government agencies and other sources of assistance. Before You Buy - General Tips Every year the Consumer Federation of America and the National Association of Consumer Agency Administrators survey government consumer protection offices to find out what transactions generate the most complaints. Auto sales, auto repair, and auto leasing are usually near the top of the list. Other frequent "winners" include home improvement, retail sales, credit and lending, and mail order. A recent addition to the list is the purchase of household goods such as appliances, computers and furniture. To avoid problems during these and other consumer transactions, take the steps and heed the warnings set out below. • Decide in advance exactly what you want and what you can afford. Don't buy on impulse or because a salesperson is pressuring you. • Ask friends and family for recommendations based on their experience. • Get advice and price quotes from several sellers. Remember, their goal is to make a sale. • Review product test results and other information from consumer experts. See Consumer Information Sources. • Check out a company's complaint record with your local consumer affairs office and the Better Business Bureau. Ask about the number of complaints filed, and how the company responded. Compare the number of complaints to the company's volume of business. • Make sure that the company has all appropriate state and local licenses. Occupational and professional licensing boards cover doctors, lawyers, home improvement contractors, and other businesses. See Trade and Professional Associations for more information. • Read and understand any contract you are asked to sign. Make sure there are no blank spaces and that any verbal promises made by the salesperson are in the contract. • Get a written copy of guarantees and warranties. Compare their features. • Extended warranties or service contracts are very profitable for business. Decide whether the extra peace of mind is worth the price. To find out more, contact the Federal Trade Commission or your state or local consumer office. • Get the seller's refund and return policies. • Consider paying by credit card. If you later have a legitimate dispute with the seller, you do not have to pay a charge made on your credit card. See Credit. BEFORE YOU BUY - Consumer Information Sources Federal Citizen Information Center (FCIC) Pueblo, CO 81009 Phone: 1-800-FED-INFO Web: www.pueblo.gsa.gov Part of the Office of Citizen Services and Communications in the U.S. General Services Administration, FCIC is a one-stop source for consumer information from the Federal Government. The free Consumer Information Catalog lists more than 200 free and low-cost publications on topics such as cars, child care, education, Federal benefits, money management, food and nutrition, health, housing and travel. Order a print copy of the Catalog from the FCIC website or call 1-800-FED-INFO (that's 1-800-333-4636) between 8 a.m. and 8 p.m. Eastern Time, M-F. You can also get a copy by sending your name and address to FCIC at the address above. FirstGov Web: www.FirstGov.gov Run by FCIC, FirstGov.gov is a one-stop portal linking citizens to government representatives, services and information at the federal, state and local level. Citizens can get easy-to-understand information and services from the government 24 hours a day, seven days a week. Center for the Study of Services 733 15th Street, NW , Suite 820 Washington, DC 20005 Phone: 202-347-7283 / Fax: 202-347-4000 Web: www.checkbook.org This nonprofit organization offers some free and some subscription information to help consumers choose and get the best prices on auto purchases, auto leasing, doctors, hospitals, and health care plans. Consumers in the Boston, Chicago, Delaware Valley, San Francisco Bay, Twin Cities, and Washington, DC areas can access information on many local services. Consumers Union of U.S. (CU) 101 Truman Avenue Yonkers, NY 10703-1057 Phone: 914-378-2000 / Fax: 914-378-2900 Web: www.consumerreports.org A nonprofit, independent organization, CU researches and tests a broad selection of consumer goods and services. Reports on automobiles, appliances, food, clothing, luggage, insurance and many other products are published online and in the monthly magazine, Consumer Reports, as well as in other publications. Some information is free and some is by subscription. Consumer World Web: www.consumerworld.org Consumer World is a public service website with links to hundreds of consumer resources available on the Internet. You will find product reviews and news on shopping bargains. Directories provide contact information and web links for many corporations and government agencies. Cooperative State Research, Education, and Extension Service (CSREES) The Cooperative State Research, Education, and Extension Service of the U.S. Department of Agriculture has been a source of consumer information and assistance for decades. With an educator in nearly every county, Cooperative Extension brings the research-based knowledge of the land grant universities directly to families and communities. Programs cover food and nutrition, housing, gardening, budgeting, using credit, saving for retirement, and more. To locate your county office, check the blue pages of your phone book, call your county government or visit www.reeusda.gov. Libraries Publications from many of the organizations mentioned on this page can be found at public libraries. Some university and private libraries also allow individuals to use their reference materials. Check your local telephone directory for the location of nearby libraries. U.S. Government Printing Office (GPO) Washington, DC 20401 Phone: 202-512-1119 / Fax: 202-512-1432 Web: www.gpo.gov GPO is responsible for the production and distribution of Federal government information. Individuals can access this information at more than 1,300 libraries throughout the U.S. that have been designated as Federal Depository Libraries. Documents can also be purchased via the Superintendent of Documents program. CARS - General Tips When you are buying a new or used vehicle, these tips will help you get the best deal and avoid problems. • Evaluate your needs and financial situation. What kind of vehicle best suits your lifestyle and budget? • Consider a vehicle's fuel economy. A vehicle that gets more miles per gallon is good for your wallet as well as for the environment. • Use the Green Vehicle Guide (www.epa.gov/emissweb) to search for the most fuel-efficient and clean motor vehicle. • Go to www.fueleconomy.gov to compare the miles-per-gallon ratings of different vehicle models manufactured since the mid 1980s. Go to www.fueleconomy.gov /feg/savemoney.shtml for annual fuel estimates. • Check the complaint records of car dealers with your state or local consumer protection agency or Better Business Bureau. • Handle your car trade-in, purchase, and financing as three separate transactions to get the best deal on each. Get a written price quote before you talk about your trade-in or dealer financing. • Shop in advance for the best finance deal at your credit union, bank or finance company. Look at the total finance charges, not just the monthly payment. To help you compare, the finance charge must be stated as an Annual Percentage Rate (APR). • Read and understand every document you are asked to sign. Do not sign anything until you have made a final decision to buy. Keep in mind there is no automatic three-day right to cancel if you change your mind. See Your Rights: 3-Day Cooling-Off Rule. • Don't take possession of the car until the financing paperwork is final. There is no universal three-day cooling-off period. Do not be misled into thinking that you have an automatic three-day or other cancellation period for all purchases. Only a few types of contracts give you a right to cancel. See Your Rights: 3-Day Cooling-Off Rule. 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 (www.nhtsa.dot.gov). 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 (www.hwysafety.org). 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 www.nhtsa.dot.gov or call NHTSA at 1-800-424-9393. If a vehicle has been recalled, ask the dealer for proof that the defect has been repaired. Used vehicles should also have a current safety inspection sticker if required by your state. CARS - Buying a New Car • Check out different vehicles. Several Internet sites can help you compare features and prices on new motor vehicles. Visit www.where-can-I-buy-a-car-online.com for links to these sites. A scorecard reports on the features of each site including whether quotes are free, the availability of financing, and site security. Two magazines offer information in print and online concerning vehicle performance, service and safety: Consumer Reports (www.consumerreports.org) and Motor Trend (www.motortrend.com). • Test drive vehicles before you make a final choice. • Research the dealer's price for the car and options. It's easier to get the best price when you know what the dealer paid for a vehicle. The dealer invoice price is available at a number of websites and in printed pricing guides. Consumer Reports offers the wholesale price. Lower than the invoice price, this figure factors in dealer incentives from a manufacturer and is a more accurate estimate of what a dealer is paying for a vehicle. • Find out if the manufacturer is offering rebates that will lower the cost. Two websites that offer this information are www.carsdirect.com and www.autopedia.com/html/Rebate.html. • Get price quotes from several dealers. Find out if the amounts quoted are the prices before or after the rebates are deducted. • Avoid high-profit, low-value extras such as credit insurance, extended service contracts, auto club memberships, rust proofing and upholstery finishes. You do not have to purchase credit insurance in order to get a loan. See Credit Insurance. 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 auto manufacturer, as well as the dealer, to report the problem. 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. Visit www.nhtsa.dot.gov to search NHTSA's Service Bulletin database. The Center for Auto Safety (www.autosafety.org) 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 registering it at www.safetyforum.com. Contact your state or local consumer protection office for information on protections you have in your state and the steps you must take to resolve a problem. 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 consumer protection office for more information. CARS - Buying a Used Car • Contact your state or local consumer protection office to find out what rights you might have. • Contact your state's motor vehicle department. Find out in advance what paperwork you will need to register a vehicle. • Check out the seller. For car dealers, consult your state or local consumer protection office. If it's an individual, check the title to make sure you're dealing with the vehicle owner. Also browse the classifieds for other auto ads with the same phone number - a sign of an unlicensed broker who sells used cars by posing as the owner. • Take a test drive. Drive at different speeds and check for smooth right and left turns. On a straight stretch, make sure the wheels are aligned and the car doesn't pull to one side. • Check prices of similar models using the NADA Official Used Car Guide (www.nadaguides.com) published by the National Automobile Dealer Association or the Kelly Blue Book (www.kbb.com). These guides are usually available at local libraries. • Research the vehicle's history. Ask the seller for details concerning past owners, use, and maintenance. Next, find out whether the car has been damaged in a flood, involved in a crash, been labeled a lemon or had its odometer rolled back. The vehicle identification number (VIN) will help you do this. • Your state motor vehicle department can research the car's title history. Inspect the title for "salvage," "rebuilt," or similar notations. Get the written mileage disclosure statement from the seller that is required by federal law and make sure it matches the odometer reading on the car. • www.carfax.com and www.autocheck.com sell information on the history of vehicles gathered from state motor vehicle departments and other sources. • The National Highway Traffic Safety Administration (www.nhtsa.dot.gov) lists VINs of its crash-test vehicles and will let you search an online database of manufacturer service bulletins. • The Center for Auto Safety (www.autosafety.org) provides information on safety defects, recalls, lemons as well as service bulletins. • www.safetyforum.com allows a free online search of its database of lemons registered by previous owners. • Check the warranty. If a manufacturer's warranty is still in effect, contact the manufacturer to make sure you can use the coverage. In every used car and truck offered for sale, dealers are required by the Federal Trade Commission (FTC) to post a Buyers Guide that specifies whether the vehicle is being sold "as is" or with a warranty, and what percentage of repair costs a dealer will pay under the warranty. Keep in mind that private sellers generally have less responsibility than dealers for defects or other problems. Private sellers generally don't have to post information. • Ask about the dealer's return policy. Get it in writing and read it carefully. • Have the car inspected by your mechanic. Agree in advance with the seller that you'll pay for the examination if the car passes muster and the seller will pay if significant problems are discovered. A qualified mechanic should check the vehicle's frame, tire wear, air bags and undercarriage as well as the engine. • Examine dealer documents carefully to make sure you are buying, not leasing, the vehicle. Dealer finance managers may try to "flip" your purchase to a lease, ignoring the agreed upon sales price and the promised allowance on the trade-in. A balloon payment and "base mileage" disclosures are warning signs you may have a lease. CARS - Leasing a Car When you lease, you pay to drive someone else's vehicle. Monthly payments for a lease may be lower than loan payments, but at the end of the lease you have no ownership or equity in the car. • Shop for a lease as if you're buying a car. To help you comparison shop, the Consumer Leasing Act requires leasing companies to disclose information concerning monthly payments and other charges. Check out www.Edmunds.com, Intellichoice.com, and www.Leasesource.com for online information on leases including current lease deals. • Negotiate all the lease terms including the price of the vehicle. Lowering the base price will help reduce your monthly payments. • Ask for details on wear and tear standards. Dings that you may regard as normal wear and tear may be billed as significant damage at the end of your lease. • Find out how many miles you can drive in a year. Most leases allow 12,000 to 15,000 miles a year. Expect a charge of 10 to 25 cents for each additional mile. • Make sure the manufacturer's warranty covers the entire lease term and the number of miles you are likely to drive. • Ask the dealer about early termination charges. Expect to pay a substantial charge if you give the car up before the end of your lease. Ask what happens if the car is totaled six months after the lease is signed. • Before you sign the deal, take a copy of the contract home and review it carefully away from any dealer pressure. Make sure you are getting credit for any trade-in. Look for any charges that were not disclosed at the dealership, like conveyance, disposition, and preparation fees. • Get all the terms in writing. Every item of equipment should be listed on the lease to avoid being charged for "missing" equipment at the end of the lease. When you finance a car, the finance charge must be stated as an Annual Percentage Rate (APR). There is no similar requirement for disclosing the cost of leases. "Lease rates" or "money factors" do not have standard definitions and are not equivalent to an APR. Credit and Sublease Brokers These are con artists who prey on people who have bad credit and who cannot get car loans. "Credit brokers" promise to get a loan for you in exchange for a high fee. In many cases, the "broker" takes the fee and disappears. "Sublease brokers" charge a fee to arrange for you to "sublease" or "take over" someone else's car lease or loan. Such deals usually violate the original loan or lease agreement. Your car can be repossessed even if you've made all of your payments. You also might have trouble insuring your car. CARS - Renting a Car Federal law does not cover short-term car and truck rentals, but some state laws do. Contact your state or local consumer protection office for information or to report a complaint. • Ask in advance if there are any charges that might increase the stated rental rate. For example, there may be airport surcharges and drop-off fees, insurance fees, fuel charges, mileage fees, taxes, additional-driver fees, underage-driver fees, and equipment-rental fees (for items such as ski racks and car seats). • Ask if the rental car company checks the driving records of potential customers. A company may check for violations when you arrive at the counter. You may be rejected even if you have a confirmed reservation. • Check in advance to be sure you aren't duplicating insurance coverage. Collision Damage Waiver (CDW) is an optional charge of $9 to $13 a day by the rental company. If you decline to pay extra for CDW, you accept responsibility for any damages to the car. CDW does not pay for bodily injuries or damages to your personal property. Rental companies also may sell loss of use and liability insurance. If you're traveling on business, your employer may have insurance that covers you. Rental protections may also be provided through your personal auto insurance, a motor club membership, or the credit card you use to pay for rentals. • Carefully inspect the vehicle and its tires before renting. • Check refueling policies and charges. • Ask if there is a refundable charge being made to your credit card. At the time you pick up your car, a company may make a charge of hundreds of dollars to your credit card. Most companies do not process the amount unless you fail to return the car as specified in your rental contract. If it is processed, your credit card spending limit may be reduced by the amount of the deposit bringing you near or over your credit card limit and creating problems when you try to make other transactions with the card. If you don't want to charge the deposit, companies may ask for the deposit in cash. CARS - Auto Repair Whenever you take a vehicle to the shop: • Choose a reliable repair shop recommended by family, friends or an independent consumer rating organization. Check out the repair shop's complaint record with your state or local consumer protection office or Better Business Bureau. • Describe the symptoms. Don't try to diagnose the problem. • Get more than one estimate in writing. • Make it clear that work cannot begin until you have authorized it. Don't authorize work without a written estimate. If the problem can't be diagnosed on the spot, insist that the shop contact you for authorization once the trouble has been found. • Don't sign a blank repair order. Make sure the order reflects what you want done before you sign it. • Follow the warranty instructions if a repair is covered under warranty. • Ask the shop to keep the old parts for you. • Get all repair warranties in writing. • Keep copies of all paperwork. Some states, cities and counties have special laws that deal with auto repairs. For information on the laws in your state, contact your state or local consumer protection office. Auto Service Warranties and Contracts Dealers may try to sell you an auto service contract or "extended warranty" when you buy a new or used car. A warranty comes with a new car and is included in the original price of the vehicle. A service contract is sold separately and is a promise to pay for certain repairs or services. Service contracts are usually high-profit add-ons, costing hundreds to more than $1,000. The service contract may duplicate warranty coverage you get from the manufacturer or dealer. Ask these questions: • Does the dealer, the manufacturer, or an independent company back the service contract? • What happens to your coverage if the dealer or administrator goes out of business? • How are claims handled? • Can you choose among several service dealers or repair centers or do you have to return to one dealer? • Is your car covered if it breaks down on a trip or if you move out of town? • Do you need prior authorization for repair work? • Are there any exclusions or situations when coverage can be denied? Common repairs for parts like brakes and clutches generally are not included in service contracts. Failure to keep up manufacturer's recommendations for routine maintenance can void the service contract. The contract may also prohibit you from taking your car to an independent station for routine maintenance or performing the work yourself. Recalls If your car's problem is a safety hazard, check whether your vehicle has been recalled by the manufacturer. Click on Recalls at www.nhtsa.dot.gov or call the National Highway Traffic Safety Administration at 1-800-424-9393. Hazards that aren't listed should be reported to NHTSA. Use the agency's toll-free Auto Safety Hotline at 1-888-327-4236 or visit the agency's web page for details on other reporting options: the Internet, fax and mail. There is no set number of reports needed before the agency will look into a problem. If a safety-related manufacturing defect exists, the maker must fix it at no cost to you - even if your warranty has expired. The company may also be asked to conduct a product recall. Follow-up by contacting the manufacturer's zone representative or the dealer's service department. EDUCATION Choosing a college or career school is one of the most important decisions you will make in your lifetime. School is a big investment of time, money, and effort, whether it's a four-year university, a two-year program or a trade or professional school, so you should carefully evaluate your options. • Does the school offer the courses and type of program you want? • Does the school offer services you need and activities you're interested in? • What are the school's completion and transfer-out rates? A school is required to disclose this information to prospective students. • What percentage of recent graduates has been placed in jobs relevant to their course of study? If the school advertises its job placement rates, it must also publish the most recent employment statistics, graduation statistics, and any other information necessary to back up its claims. • What is the school's loan default rate? In other words, what percentage of students who took out federal student loans later failed to repay their loans on time. You might not be able to get federal aid for a school that has a high default rate. • What crimes are occurring on campus and what security programs are in place to insure your safety? The school must provide you with a summary of its annual security report. The Department of Education posts crime statistics for many schools at www.ope.ed.gov/security. • What financial aid is available at the school? Request specifics such as application procedures and deadlines, how recipients are selected, the types of assistance available, plus how and when aid will be received. • 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 attending classes but leave before completing your coursework, you may be able to get part of your money back. Most of this information is covered in a school's catalog or brochures. You can also find a lot of information on the Internet - many colleges and career schools have websites. If you know others who attend or attended a school you're considering, ask about their experiences and opinions. Talk to a high school counselor, local employers, and the state higher education agency. You can also see if any complaints about the school have been filed with Better Business Bureau offices. The state higher education agency and BBB offices are also the places to go when you have a complaint about a school. Just because a school participates in federal student financial aid programs does not mean the school offers quality education. Financial Assistance The Federal Student Aid Information Center in the U.S. Department of Education offers a variety of student financial aid programs. You can request application forms and information by calling 1-800-433-3243 or go online at www.ed.gov and click on "Financial Aid." If you receive federal student aid and then don't 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 your lender. www.finaid.org provides information on financial assistance from both private and government sources. It also has calculators that can help you figure out how much school will cost, how much you need to save, and how much aid you will need. College Savings Plans Many state governments have created programs to make it easier for families to save for the education of their children. Visit www.collegesavings.org for links to information on the various state programs. General Education Development (GED Tests) States and other jurisdictions issue high school equivalency credentials to adult candidates who earn passing scores on GED tests. For more information, visit the American Council for Education (ACE) at www.acenet.edu. EMPLOYMENT If you're looking for a job, you may come across ads from companies that promise results. While some firms are legitimate and helpful, others are not. The Federal Trade Commission sues businesses that fraudulently advertise employment openings and guarantee job placement. Be wary of: • promises to get you a job and a guaranteed income, • upfront fees, even when you are guaranteed a refund if you are dissatisfied, • listing services and consultants whose ads read like job ads, and • promotions of "previously undisclosed" government jobs. All federal jobs are announced to the public at www.opm.gov. Get a copy of the employment agency contract and review it carefully before you pay any money. All verbal promises made should be in the contract. Check with your local consumer protection agency and the Better Business Bureau to see if complaints have been filed about a company. FOOD AND NUTRITION The following suggestions will help you save money when shopping for food. • Use a grocery list. You will be less likely to pick up extra items. • Shop at the lower-priced food stores. Convenience stores often charge the highest prices. • Compare price-per-ounce or other unit prices on shelf labels. Stock up on non-perishable items with low per-unit costs. To help you make healthy food choices, federal dietary guidelines are posted at www.health.gov/dietaryguidelines/. Federal regulations require many foods label their fat content, fiber and nutrients. For additional information on food shopping, food safety, nutrition, and related topics, contact the U.S. Department of Agriculture, the Food and Drug Administration, www.pueblo.gsa.gov (Click on Food), and www.nutrition.gov. Find other nutrition websites at www.navigator.tufts.edu. 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 people 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. HEALTH CARE - Resources for More Information Thousands of websites are now available to help you make health care decisions. Be wary of sites sponsored by companies that are trying to sell you a particular treatment. It is better to visit sites run by government agencies and by recognized organizations such as the Mayo Clinic or the American Medical Association (AMA). This information should complement, not replace, what you receive from health care professionals. Here are some sites that are generally recognized as sources of reliable information. • HealthFinder (www.healthfinder.gov). The federal government's gateway to information on health issues, health care programs, and organizations. • Intelihealth (www.intelihealth.com). Information and practical advice on staying healthy from the Harvard Medical School. • Mayo Clinic (www.mayoclinic.com). An alphabetical index of diseases and Healthy Living Centers (for example, Women's Health, Diet and Health). Consult the Health Decisions Guide for information on medical tests and treatments. • Medical Library Association (www.mlanet.org). Websites identified as helpful by librarians. • Mental Help Net (www.mentalhelp.net). Links to centers on a broad range of mental health issues and disorders. • National Health Council (www.national-healthcouncil.org). Health information links organized by topic. • National Library of Medicine (www.nlm.nih.gov). A government health information center offering answers to questions, links to research, news on clinical trials and more. Health Care Providers Finding the right doctors and health care facilities is one of the most important steps in good health care. A good place to start is by asking friends and associates for recommendations. www.healthfinder.gov will help you identify providers and gather information via the Internet. • Find out whether the provider is licensed in your state. A state or local occupational and professional licensing board will be able to give you this information. • Research whether any doctor you are considering is board-certified in the appropriate specialty. The sites of the AMA (www.ama-assn.org) and American Board of Medical Specialties(r) (www.abms.org) offer this information. • For specialists, ask how often the doctor has performed the procedure you need and see if there is a measurement for success. For example, the Centers for Disease Control and Prevention publishes a detailed report on the success rates and number of procedures performed by fertility clinics at www.cdc.gov. Some states collect outcome data on the success of heart-bypass surgery. • Check whether there have been any complaints or disciplinary action taken against a provider. Two websites that can help are www.docboard.org and www.healthcarechoices.org. There are also paid sites, such as www.checkbook.org, that provide ratings based on recommendations from other doctors and patients. HEALTH CARE - Nursing Homes and Eldercare Services The Joint Commission on Accreditation of Healthcare Organizations accredits hospitals, nursing homes, and other health care organizations. Specially trained surveyors evaluate each organization for compliance with a set of standards. At www.jcaho.org, you can check the performance of a local facility, including how it compares with similar ones around the nation. Complaints can also be posted on the website or by calling 1-800-994-6610. If you are looking for a nursing home or other assisted living facility, these organizations can help. • Nursing Home Compare operated by the U.S. Department of Health and Human Services will help you compare the quality of facilities in many states at (www.medicare.gov/nhcompare/home.asp). • Eldercare Locator (www.eldercare.gov), another service of the U.S. Department of Health and Human Services, provides information and referral services for those seeking local and state support resources for the elderly. Call 1-800- 677-1116, Monday through Friday, 9 a.m. to 8 p.m., Eastern Time. Be prepared with a county and city name or zip code where the assistance is sought. • The American Association of Homes and Services for the Aging (www.aahsa.org) is a trade group that represents many nonprofit facilities. Phone: 202-783-2242. • The Assisted Living Federation of America (www.alfa.org) represents both for-profit and non-profit assisted-living facilities. Phone: 703-691-8100. • The Continuing Care Accreditation Commission (www.ccaconline.org) gives its seal of approval to facilities. Prescription Drugs Pharmacies may charge widely different prices for the same medicine so it is a good idea to comparison shop. • Ask your physician and pharmacist if a generic drug may be appropriate. Generics usually cost less than brand name drugs. • Consider using a mail-order pharmacy, especially if you will be taking a drug for a long time. The prices charged are often lower. The National Association of Boards of Pharmacy (www.nabp.net) has a program called VIPPS that certifies and lists online pharmacies. • FDA's Center for Drug Evaluation and Research (www.fda.gov/cder) has information on prescription and over-the-counter medicines and tips for buying medicines online. HEALTH CARE - Health Insurance Most consumers have health care coverage from an employer. Others have medical care paid through government programs such as Medicare, Medicaid, or the Veterans Administration. If you do not have insurance, look in your phone book under Medicaid, Social Services, Medical Assistance, Human Services, or Community Service. Information about Medicare is available at 1-800-MEDICARE. If you have lost group insurance coverage provided by a private employer as the result of unemployment, a death, divorce, or loss of "dependent child" status, you may have the right to temporary continuation of coverage under the Consolidated Omnibus Budget Reconciliation Act (COBRA). You, not the employer, pay the premium for this coverage. When one of these events occur, you must be given at least 60 days to decide whether you wish to purchase the coverage. Some states may offer an insurance pool to provide insurance coverage for residents who are unable to obtain medical insurance because of health conditions. These pools may also provide health benefit portability coverage to individuals who have exhausted COBRA benefits and have no other portability options available to them. To find out if a pool is available in your state, check with your state department of insurance. Children who do not have health insurance are likely to be eligible for free or low-cost health insurance through similar state programs. Visit www.insurekidsnow.gov or call 1-877-KIDS-NOW for more information. Traditional fee-for-service insurance plans are usually the most expensive way to pay for health care but they offer the most flexibility when choosing providers and may cover treatments the other plans do not. A health maintenance organization (HMO) is an alternative that offers lower co-payments and may cover the costs of more preventative care. Your choice of service providers, if there is a choice, is limited. A preferred provider organization (PPO) offers lower co-payments like an HMO, but it usually gives you more flexibility selecting a provider. A PPO gives you a list of providers you can choose from. If you go outside the HMO or PPO network of providers, you may have to pay a portion or all of the costs. The National Committee for Quality Assurance evaluates and accredits HMOs. You can find out whether a managed health care plan is accredited in your state by calling 1-888-275-7585. You can also get accreditation information and a report card on hundreds of HMOs by visiting its website (www.ncqa.org). Medicare beneficiaries can compare HMO programs at www.medicare.gov and www.HMOs4seniors.com. When choosing among different health care plans, you'll need to read the fine print and ask lots of questions. • Do I have the right to go to any doctor, hospital, clinic or pharmacy I choose? • Are specialists such as eye doctors and dentists covered? • Does the plan cover special conditions or treatments such as pregnancy, psychiatric care and physical therapy? • Does the plan cover home care or nursing home care? • Will the plan cover all medications my physician may prescribe? • What are the deductibles? Are there any co-payments? • What are the maximum amounts I will have to pay out of my own pocket to cover expenses? • Are there any caps on how much I can be reimbursed in a year? In my lifetime? • If there is a dispute about a bill or service, how is it handled? In some plans, arbitration is mandatory. Long-term Care Insurance Medical advances have resulted in an increasing need for nursing home care and assistance with activities of daily living. Traditional health care plans and Medicare severely limit or exclude long-term care. Long-term health care insurance 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 cover nursing home care, at-home care with the assistance of visiting nurses and therapists, or both. There may be restrictions on assisted-living facilities that provide less client care than a nursing home. In some cases these facilities are totally excluded. At-home care policies may provide coverage for homemaking assistance such as food preparation and housecleaning. • What will the benefit amount be? Most plans are written to provide a specific dollar benefit per day. The benefit for home care is usually about half the nursing-home benefit. But some policies pay the same for both forms of care. Some pay only the actual charges you incur while others pay the full daily benefit no matter what your expenses are. • What is the benefit period? It is possible to purchase a policy with lifetime benefits but this option can be very expensive. Other options for coverage are from one to six years. The average nursing home stay is about two and one-half years. • Is the benefit adjusted for inflation? If you buy a policy prior to age 60, you face a significant risk that inflation will render a set daily benefit inadequate by the time you need it. • Is there a waiting period before benefits begin? A 20 to 100 day period is not unusual. • What qualifies you for benefits? Some insurers say you must be unable to perform a specific number of these activities of daily living: eating, walking, getting from bed to a chair, dressing, bathing, using a toilet and remaining continent. HOUSING The U.S. Department of Housing and Urban Development (HUD) provides information on a full range of housing topics including renting, buying, selling, and home improvements at www.hud.gov. Links to other information on housing are available at www.pueblo.gsa.gov. If you believe you are being discriminated against in your search for a home on the basis of your race, color, nationality, religion, sex, familial status, or disability, contact HUD's Office of Fair Housing at 1-800-669-9777. Renting a Home Do not limit your rental-housing search to classified ads or referrals from friends and acquaintances. Contact building managers and owners of buildings where you would like to live to see if anything is available. Signing a lease usually obligates you to make all monthly payments for the term of the agreement. HOUSING - Buying a Home Real estate agents represent home sellers not buyers. You can often get a lower sale price on a house by employing a buyer-broker who works for you not the seller. Don't purchase any house until a home inspector that you selected has examined it. Home Financing When shopping for a mortgage to buy a house, ask for details on the same loan amount, loan term, and type of loan so that you can compare the information. • Research current interest rates in the real estate section of your local newspaper, by using the Internet, or by calling at least six lenders for information. Ask for the APR, which takes into account not only the interest rate but also points, broker fees, and certain other credit charges that you may be required to pay, expressed as a yearly rate. The website www.gomez.com has a Mortgage Scorecard that can help you find online sources for comparisons. • You can also get information on the mortgage process at Fannie Mae's website www.homepath.com, or at www.privatemi.com and www.stopmortgagefraud.com. • Contact Fannie Mae for more information about the home loan process: Fannie Mae Corporate Headquarters, 3900 Wisconsin Ave. NW, Washington DC, 20016. Phone 202-752-7000. You can also e-mail Fannie Mae at headquarters@fanniemae.com or visit them online at www.fanniemae.com. • Check the rates for 30-year, 20-year and 15-year mortgages. You may be able to save thousands of dollars in interest charges by getting the shortest-term mortgage you can afford. • Ask whether the rate is fixed or adjustable. The interest rate on adjustable rate mortgage loans (ARMs) can vary a great deal over the lifetime of the mortgage. An increase of several percentage points might raise payments by hundreds of dollars per month. • If a loan has an adjustable-rate, ask how your rate and loan payment will vary, including whether payments will be reduced when rates go down. • Ask whether prepayment of a loan is allowed and if there is a penalty for doing so. • Find out what down payment is required. Some lenders require 20 percent of the home's purchase price as a down payment. But many lenders now offer loans that require less. In these cases, you may be required to purchase private mortgage insurance (PMI) to protect the lender. • If PMI is required, ask what the total cost of the insurance will be. Also, how much will the monthly mortgage payment be when the PMI premium is added and how long you will be required to carry PMI. The Real Estate Settlement Procedures Act (RESPA) requires lenders to give you information on all closing costs and escrow account practices. Any business relationships between the lender and closing service providers or other parties to the transaction must also be disclosed. Many of the fees are negotiable. More information is available from the Federal Trade Commission, the Federal Reserve Board, and the Department of Housing and Urban Development. Mortgage Refinancing Consider refinancing your mortgage if you can get a rate that is at least one percentage point lower than your existing mortgage rate and if you plan to keep the new mortgage for several years or more. Calculate how much your new mortgage (including up-front fees) will cost and whether, in the long run, it will cost less than your current mortgage. One way of saving on refinancing fees is to check first with the lender who holds your current mortgage. The lender may be willing to waive some of the fees, especially if the work relating to the mortgage closing is still current. HOUSING - Home Improvement Home repairs can cost thousands of dollars and are the subject of frequent complaints. When selecting a contractor: • Get recommendations and references. Talk to friends, family and other people for whom the contractor has done similar work. • Get at least three written estimates from contractors who have come to your home to evaluate what needs to be done. Be sure the estimates are based on the same work so that you can make meaningful comparisons. • Make sure the contractor meets licensing and registration requirements with your local or state consumer agency. Some states require licensees to pass tests for competency and scrutinize licensees for financial solvency. Some states also have a fund to cover some financial losses that result from problems with licensed contractors. • Check to see if state or local laws limit the amount by which the final bill can exceed the estimate, unless you have approved the increase. • Check contractor complaint records with the Better Business Bureau. • Get the names of suppliers and ask if the contractor makes timely payments. • Contact your local building inspection department to check for permit and inspection requirements. Be wary if the contractor asks you to get the permit. It could mean the firm is not licensed. • Be sure your contractor has the required personal liability, property damage and worker's compensation insurance for his/her workers and subcontractors. Also check with your insurance company to find out if you are covered for any injury or damage that might occur. • Insist on a complete written contract. Know exactly what work will be done, the quality of materials that will be used, warranties, timetables, the names of any subcontractors, the total price of the job, and the schedule of payments. • Try to limit your down payment. State law may specify that only a certain percentage of the total cost may be made as a down payment. • Understand your payment options. Compare the cost of getting your own loan versus contractor financing. • Don't make final payment or sign an affidavit of final release until you are satisfied with the work and know that subcontractors and suppliers have been paid. State lien laws may allow unpaid subcontractors and/or unpaid suppliers to attach your home. • Pay by credit card when you can. Under federal and state law, in most cases, you have the right to withhold payment to the credit card company until problems are corrected See Resolving Credit Problems. • Be especially cautious if the contractor: • comes door-to-door or seeks you out; • just happens to have material left over from a recent job; • tells you your job will be a "demonstration"; • offers you discounts for finding other customers; • quotes a price that's out of line with other estimates; • pressures you for an immediate decision; • offers exceptionally long guarantees; • can only be reached by leaving messages with an answering service; • drives an unmarked van or has out-of-state plates on his/her vehicles; or • asks you to pay for the entire job up front. With most home improvements, federal law gives you three business days to cancel without penalty. Of course you would be liable for any benefit already received. State laws may also provide some protection. See Your Rights: 3-Day Cooling-Off Rule. If you finance home improvements with a home equity loan and don't make your payments, you could lose your home. See Home Equity Loans. INSURANCE General sources of insurance information include the American Council of Life Insurers, Insurance Information Institute, National Association of Insurance Commissioners, and your state insurance department. You can also visit these websites: www.pueblo.gsa.gov, www.insure.com and www.consumerworld.org (click on money). Whether you're buying home, life, auto, or disability insurance, you should: • Check several sources for the best deal. Getting quotes on an Internet site like www.insweb.com can help. www.gomez.com has an Insurance Marketplace Scorecard that will help you identify other sites for quotes. Be aware that many online quote services provide prices for just a few companies. An independent insurance agent in your local area may be able to get you a better deal and always check prices compiled by your state insurance department. • Make sure the insurance company is licensed and covered by the state's guaranty fund. The fund pays claims in case the company defaults. Your state insurance department can provide this information. • Check the financial stability and soundness of the insurance company. Ratings from these sources are available on the Internet and at most public libraries: A.M. Best Ratings (www.ambest.com), Standard & Poor's (www.standardandpoors.com), Moody's Investors Services (www.moodys.com), and Weiss Ratings, Inc. (www.weissratings.com). • Research the complaint record of the company. Contact your state insurance department or visit the website of the National Association of Insurance Commissioners that has a database of complaints filed with state regulators at www.naic.org. • Find out what others think about the company's customer service. For a scorecard evaluating insurance companies go to www.gomez.com. How consumers rate homeowner insurance companies is available from J.D. Powers and Associates at www.jdpower.com/homes/insuranceratings. • Once you pay your first insurance premium, make sure you receive a written policy within 60 days. This tells you the agent forwarded your premium to the insurance company. Beware: Insurance Fraud To avoid insurance fraud: • Be wary of people selling insurance door-to-door and over the telephone. • Be suspicious if, after an accident, a stranger contacts you to offer "quick cash" or recommends a particular attorney or health care provider. Report the incident to your police department. • Don't give your insurance identification numbers to companies you don't know. • Carry a disposable camera in your glove compartment. If you are in an accident, take as many pictures as possible of the damage and of all the people involved. Get any passengers' names and telephone numbers along with the driver's license. If you suspect fraud, call the National Insurance Crime Bureau's hotline at 1-800-835-6422. For more information, check out www.insurancefraud.org. INSURANCE - Auto Insurance Getting several quotes on insurance for a motor vehicle may save you hundreds of dollars a year. • Consider raising your deductibles on collision and comprehensive coverages. If you have an old car, it may make sense to drop these coverages altogether. • Take advantage of discounts. Some companies offer discounts to motorists who drive less than a certain amount of miles in a year. There may be other discounts for more than one car, insuring your vehicles and home with the same company, no moving vehicle violations or accidents in three years, drivers over 50 years of age, driver training courses, anti-theft devices, safety features such as air bags, and good grades for students. INSURANCE - Homeowner and Renter Insurance Your home's price, age and location all influence what you will pay for home insurance. Shopping around for insurance can save as much as several hundred dollars a year. • Consider a higher deductible. • Ask your insurance agent about security features that might reduce your premiums, such as dead-bolt locks, smoke detectors, an alarm system, storm shutters or fire retardant roofing material. • Ask about discounts for persons over 55 years of age or long-term customers. • Insure your house NOT the land under it. After a disaster, the land is still there. If you don't subtract the value of the land when deciding how much homeowner's insurance to buy, you will pay a higher premium than you should. • Make certain you purchase enough coverage to replace what is insured. "Replacement" coverage lets you rebuild your home and its contents. An "Actual Cash Value" policy is cheaper but pays what your property would cost to replace minus depreciation. • Special coverage may be required for computers, cameras, jewelry, art, antiques, musical instruments, stamp collections, etc. Remember that flood and earthquake damage are not covered by a standard homeowners policy. The cost of a separate earthquake policy will depend on the likelihood of earthquakes in your area. Homeowners who live in areas prone to flooding should take advantage of the National Flood Insurance Program. Call 1-888-CALL-FLOOD or visit www.floodalert.fema.gov. INSURANCE - Life Insurance and Disability Insurance The need for life insurance varies over the life cycle. For example, the arrival of children usually triggers a sharp increase in the amount needed. As children grow older and leave the nest, most parents eventually see a reduced need for protection. Term policies are the least costly. They pay death benefits only - they have no cash value. Policies remain in effect for a specific term, such as one year, or until you reach a certain age. Visit www.accuquote.com for online comparisons of term life insurance. Whole life, universal life, and other cash value policies combine a long-term savings and investment product with life insurance. Canceling these policies after only a few years can more than double your life insurance costs. Disability Insurance Disability can be more disastrous financially than death. If you are disabled, you lose your earning power. You still have living expenses and, often, huge expenses for medical care. When purchasing disability insurance, ask: • How is disability defined? Some policies consider you disabled if you are unable to perform the duties of any job for which you are qualified. Better plans pay benefits if you are unable to do the usual duties of your own occupation. • When do benefits begin? Most plans have a waiting period after an illness before payments begin. • How long do benefits last? After the waiting period, payments are usually available to age 65, though shorter or longer terms are also available. • What are the benefits? What dollar amount is promised? Can it be reduced by Social Security disability and workers' compensation payments? Are the benefits adjusted for inflation? And will the policy provider continue making contributions to your pension plan so you have retirement benefits when the disability coverage ends? For more information on disability insurance, visit www.iii.org and www.hiaa.org. Also see Long-Term Care Insurance. MONEY AND CREDIT This section contains information on savings and checking accounts, loans, credit, debt collection, and investing. 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 longer. Anyone who takes adverse action against you such as denying your application for credit, insurance, or employment in response to a credit report must give you the name, address, and telephone number of the CRA that provided the report. 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 within 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. 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 relying 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. Beware: Credit Insurance When you finance a car, home, or other large purchase, a salesperson may try to sell you credit insurance. Your credit card company may also encourage you to purchase credit insurance. The coverage may be promoted as a way for you to protect yourself if your property is damaged or lost. Other credit insurance promises to make loan payments if you are laid off, become disabled or die. It is almost always better to purchase regular property, life or disability insurance instead of credit insurance. MONEY AND CREDIT - 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 days. • Self-imposed industry rules limit your liability to zero if you report the loss within two business days, and to $50 if you report it more than two business days after realizing your card is missing. 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 overdraft 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 received: • 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 problem.) • Send your letter to the address provided on the bill. Do not send the letter with your payment. • 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 received. 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 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 paying bills. Credit unions, cooperative extension offices, military family service centers and religious organizations are among those that may offer free or low-cost credit counseling. Members of the National Foundation for Consumer Credit (NFCC) provide educational programs on money management and help in developing debt payment plans. These locally managed, 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 www.nfcc.org. Myvesta.org is a nonprofit, Internet-based debt counseling service. It assists families and individuals with debt, credit, money and financial problems through its website at www.myvesta.org, 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 information 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. 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 contract; • 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 information. It is a federal crime to make false statements on a loan or credit application, to misrepresent 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 or the National Fraud Information Center. Protect Yourself: Card Fraud and Theft • Sign cards when they arrive, so no one can forge your signature on the cards and use them. • Keep a record of your card numbers and expiration dates and the phone number of the card issuer in a safe place. If your card is stolen or missing, notify the card company immediately. • Keep your PIN numbers a secret. Don't write a PIN on a card or on a slip of paper kept with your card. • Don't give your card number over the phone to unfamiliar companies or to people who say they need it to "verify" your identity in order to give you a prize. • Draw a line through blank spaces on credit slips. Never sign a blank slip. • Take your receipts after completing a transaction. • Destroy carbons and incorrect charge slips. • Promptly compare receipts with bank statements to be sure there are no errors or unauthorized transactions. If there is a problem, contact the card company immediately at the address or phone number provided. 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 and others for information on charities: www.give.org, www.charitywatch.org, and www.guidestar.org. See also Youth Peddling. MONEY AND CREDIT - Savings And Checking Accounts With the Internet, you can now compare local bank services and credit offers with those from financial institutions around the nation. www.bankrate.com provides up-to-date interest rate reports on mortgages, auto loans, credit cards, home equity loans, savings and other banking products. www.gomez.com rates banks, credit cards, investment brokers, insurance, mortgages, real estate brokers in the U.S. and Canada. When choosing a savings or checking account, you will want to: • consider the rate of interest the account will earn (if any); • look for a checking account that has a low (or no) minimum balance requirement that you can, and do, meet. To compare checking accounts, request a list of fees that are charged on each. Some institutions will drop or lower checking fees if you have paychecks directly deposited by your employer. Direct deposit offers the additional advantages of convenience, security, and immediate access to your money. Bank failures are rare these days, but they still happen. If your financial institution fails, you may not be covered if you have more than $100,000 in any one bank. Look for a sign at your bank that says your money is protected by the FDIC (The Federal Deposit Insurance Corporation). The FDIC provides information in print and on www.fdic.gov that will help you determine whether your money is protected. Credit union accounts have similar protection from the NCUA (The National Credit Union Association,w ww.ncua.gov). Under Federal law you could lose all the money in your bank account and the unused portion of your line of credit established for overdrafts if you fail to report an unauthorized transfer or withdrawal within 60 days after your bank statement is mailed to you. Financial Institution Regulators A number of Federal, state and local agencies regulate financial institutions. State chartered banks and trust companies that are members of the Federal Reserve System are covered by the Federal Reserve System. State chartered banks that are not members of the Federal Reserve System are regulated by the Federal Deposit Insurance Corporation. State chartered banks are also regulated by state banking authorities. Banks with National in the name or N.A. after the name are regulated by the Comptroller of the Currency, U.S. Department of the Treasury. Federal savings and loans and Federal savings banks are regulated by the Office of Thrift Supervision. Federally chartered credit unions are regulated by the National Credit Union Administration. Checking/Debit Cards With a debit card and personal identification number (PIN), you can use an Automated Teller Machine (ATM), to withdraw cash, make deposits, or transfer funds between accounts. Some ATMs charge a fee if you are not a member of the ATM network or are making a transaction at a remote location. ATMs must disclose the fee on the terminal screen or on a sign next to the screen. Retail purchases can also be made with a debit card. During the transaction you will have to enter your PIN or sign for the purchase. Although a debit card looks like a credit card, the money for the purchase is transferred immediately from your bank account to the store's account. The purchase will be shown on your bank account statement. Some stores are beginning to allow a new process of payment called electronic check conversion. With electronic check conversion, your check is used as a source of information - for the check number, your account number, and the number that identifies your financial institution. The information is then used to make a one-time electronic payment from your account - an electronic funds transfer. When you use a debit card or an electronic funds transfer, federal law does not give you the right to stop payment. You must resolve the problem with the seller. MONEY AND CREDIT - Loans There are many different kinds of consumer loans available. It is important to understand the terms and conditions of any loan before you apply. Your Rights: Debt Collection The Fair Debt Collection Practices Act applies to those who collect debts owed to creditors for personal, family and household debts, including car loans, mortgages, charge accounts and money owed for medical bills. A debt collector is someone hired to collect money owed by you. If you are contacted by a debt collector, you have a right to a written notice, sent within 5 days after you are first contacted, telling you the amount owed, the name of the creditor, and what action to take if you believe you don't owe the money. If you owe the money or part of it, contact the creditor to arrange for payment. If you believe you don't owe the money or don't owe the amount claimed, contact the creditor in writing and send a copy to the debt collection agency with a letter telling them not to contact you. A debt collector may not: • contact you at unreasonable times or places, for example, before 8 a.m. or after 9 p.m., unless you agree, or at work if you tell the debt collector your employer disapproves; • contact you after you write a letter to the collection agency telling them to stop, except to notify you if the debt collector or creditor intends to take some specific action; • contact your friends, relatives, employer or others, except to find out where you live and work; • tell your friends, etc. that you owe money; • harass you by, for example, threats of harm to you or your reputation, use of profane language or repeated telephone calls; • make any false statement, including that you will be arrested; or • threaten to have money deducted from your paycheck or to sue you, unless the collection agency or creditor intends to do so and it is legal. To file a complaint, contact your state or local consumer protection agency (p. 84) and the FTC. Payday And Tax Refund Loans With a typical payday loan, you might write a personal check for $115 to borrow $100 for two weeks (until payday). The annual percentage rate (APR) in this example is 390 percent! Payday loans are illegal in some states. Another high cost way to borrow money is a tax refund loan. This type of credit lets you get an advance on a tax refund. APRs as high as 774% have been reported. If you are short of cash, avoid both of these loans by asking for more time to pay a bill or seeking a traditional small loan. Even a cash advance on your credit card may cost less. Home Equity Loans Consider carefully before taking out a home equity loan. Although this type of loan might let you take tax deductions you could not take with other types of loans, they reduce the equity that you have built up in your house. And if you are unable to make payments, you could lose your home. Home equity loans can either be a revolving line of credit or a one-time, closed-end loan. Revolving credit lets you choose when and how often to borrow against the equity in your home. In a closed-end loan, you receive a lump sum for a particular purpose, such as remodeling or tuition. Apply for a home equity loan through a bank first. Bank loans are likely to cost less than loans offered by finance companies. When comparing loan offers, read all material and ask the following questions before you sign: • What is the minimum monthly payment? • What is the annual percentage rate? • If the interest rate is adjustable, how much can it increase at one time? • What is the maximum interest rate? • What are the annual and transaction fees? • If the loan is for revolving credit, how large a credit line is available? • What are the initiation fees for a closed end loan? MONEY AND CREDIT- Identity Theft The Federal Trade Commission received more reports on identify theft than any other consumer complaint during 2002. How can someone steal your identity? They use your name, Social Security number, credit card number, or other personal information to commit fraud or theft. They might: • run up charges on your existing credit card accounts, • open new credit card accounts or cellular phone service using your name, or • open a bank account in your name and write bad checks on it. Problems that result, such as unpaid bills, are reported on your credit report. Check your credit report once a year. Check it more frequently if you believe that someone has impersonated you in order to get credit or other benefits in your name. See Your Rights: Credit Reports. To simplify the lengthy credit-repair process, the FTC offers an ID Theft Affidavit you can use to report the crime to most of the parties involved. Request a copy of the form by calling toll-free 1-877-ID-THEFT or visiting the federal government's ID Theft website at www.consumer.gov/idtheft. All three credit bureaus and many major creditors have agreed to accept the affidavit. Use the same website to file a complaint with the FTC. INVESTING When choosing where to invest your money, you must do your homework. Investment options include stocks and bonds, commodity futures, real estate investment trusts (REITs), and savings vehicles such as bank savings accounts, US Savings Bonds, and certificates of deposit (CDs). Make sure you have answers to all of these questions before you invest: • What will happen when you want to withdraw your money? Getting money from a savings account in a bank or a mutual fund is fast and easy. A certificate of deposit (CD) cannot be converted to cash before a specified period of time without a penalty. Stocks and bonds can be sold at any time, but you could experience a loss if the value of the investment is down when you sell. • What can you expect to earn on your money? While bank savings accounts, CDs and bonds generally promise a fixed return, earnings on stocks and futures contracts go up and down with the market. Keep in mind that just because an investment has done well in the past is no guarantee it will do well in the future. Changes in management and economic conditions could lead to very different results. • What type of earnings can you expect? Will you get income in the form of interest, dividends or rent payments? What is the potential for the value of your investment over time? Some investments, such as stocks and real estate, have the potential for both generating earnings and growing in value. • Is there a chance you won't get your money back or the earnings promised? The federal government typically backs up bank savings accounts (see FDIC) and U.S. Securities (see SEC). Most other investment options have no such protection. Promises of higher returns should be a warning sign of higher risk and possible fraud. • Are your investments diversified? Some investments perform better than others in certain economic conditions. For example, when interest rates go up, stock prices tend to go down and bond prices go up. One industry may struggle while another prospers. Putting your money in a variety of investment options reduces your risk of loss. • Are there any tax advantages to a particular investment? U.S. Savings Bonds are exempt from state and local taxes. Municipal bonds are exempt from federal income tax and, sometimes, state income tax as well. For special goals, such as paying for college and retirement, tax-deferred investments are available that let you postpone or even eliminate payment of income taxes The following companies rate the financial condition of corporations and municipalities issuing bonds. Their ratings are available online and at many public libraries. • Standard & Poor's (www.standardandpoors.com) • Moody's Investors Services (www.moodys.com) • Weiss Ratings (www.weissratings.com) For ratings of mutual funds, consult magazines such as Kiplinger's Personal Finance, Money, Consumer Reports, Smart Money and Worth. For stocks, get a prospectus from the company that describes the investment and provides a history of performance over a period of years. The Securities and Exchange Commission requires public companies to disclose financial and other information to help investors make sound decisions. The text of these files is available at www.FreeEDGAR.com. Protect Yourself: Investment Fraud Deceptive or fraudulent sales pitches for investments often misrepresent or leave out facts in order to promote fantastic profits with little risk. No financial investment is risk-free and a high rate of return means greater risk. Before investing in stocks, bonds or mutual funds, get written financial information such as a prospectus or annual report. Beware if a salesperson: • Tells you to borrow money or cash in retirement funds to invest; • Pressures you to invest immediately, and offers to send an overnight courier to pick up your check and give you forms to sign; • Promises quick profits; • Says that the risk disclosure documents and statements required by Federal law are just a formality; • Tells you to write false information on your account form, for example, to overstate your income; • Sends material not printed on letterhead stationery or with typographical errors; • Does not send your money promptly when you order the broker to close a trade and send you your balance; • Offers to share inside information; or • Uses words like "guarantee," "high return," "limited offer," or "as safe as a CD." INVESTING - Financial Brokers And Advisors When selecting a broker or investment advisor: • Research the person's education and professional history as well as the firm they work for. Have they worked with others who have circumstances similar to yours? Are they licensed in your state? Have they had any run-ins with regulators or received serious complaints from investors? • Understand how they are paid. Is it an hourly rate, a flat fee, or a commission that depend on the investments you make? • Ask what fees you will pay for establishing, changing, and servicing your account. If you are seeking more information or have an investment problem that you are unable to resolve directly, you can contact the following organizations: • The Securities and Exchange Commission has an online database with information on brokers and brokerage firms. • The National Association of Securities Dealers provides information on firms and associates who trade on NASDAQ. Go to www.nasdr.com or call 1-800-289-9999 to find out about disciplinary actions taken against a broker. • Your state securities regulator lists individuals and firms that are registered in your state . Ask if the regulatory office has any other background information. • www.Bankrate.com offers a semi-annual rating of the top online brokerage firms that trade stocks and mutual funds. • www.Validea.com offers data on Wall Street analysts and their recent stock picks. • The Commodity Futures Trading Commission provides consumer alerts and advisories in the "Consumer Protection" section at www.cftc.gov. • Also try the North American Securities Administrators Association, or the National Futures Association. For more information on credit, see Home mortgages and Buying a Car . Other sources of information include the HUD Housing Counseling Clearinghouse at 1-888-466-3487, the FTC, the National Consumer Law Center and the Money link at www.pueblo.gsa.gov. Your Rights: Personal Financial Information The Federal Deposit Insurance Corporation and other federal regulators require certain financial institutions to explain to you their privacy policies when you open an account and at least once a year thereafter. Institutions covered under the law include banks, insurance companies, brokerage firms and even some retailers and auto dealers who share personal information about consumers to whom they extend or arrange credit. You must be told: • the kinds of information being collected; • how the confidentiality and security of this information will be protected; and • what types of businesses may be provided this information. If the business is going to share the information with anyone outside its corporate family, it must also give you the chance to "opt-out" or say "no" to information sharing. Even if you don't opt out, your actual account numbers may not be shared with unaffiliated third parties for marketing purposes. PRIVACY You benefit when information that has been collected about you speeds approval of a credit application or medical care. On the other hand, if the information collected is inaccurate or misused, you could be treated unfairly, or even become a victim of crime. You also may not want to be on lists for unsolicited telemarketing calls and mail. While federal law protects some of your personal information and how it is used - for example credit reports - other situations aren't covered. Some companies and industry groups have adopted voluntary policies to address privacy concerns. Many states have their own privacy laws concerning telemarketing; employment; use of Social Security, credit card or checking account numbers; medical records; mailing lists; credit reports; debt collection; computerized communications; insurance records; and public data banks. Check with your state or local consumer agency to find out where to get information about specific privacy rights. Here are some general tips on protecting your privacy. • Look for privacy policy statements on sales materials, websites, and forms that companies ask you to fill out. If you don't see anything about how your personal information will be handled, ask. By doing business with companies whose privacy practices meet your approval, you can protect yourself from abuse and use your purchasing power to help promote good privacy policies. • Never give anyone your passwords or pin numbers. Con artists may try to trick you into providing this information by pretending to be your service provider. • Do not give out personal information to people or companies you don't know. A credit card number, savings or checking account number, or Social Security number in the wrong hands can be used to steal from you or to steal from others in your name. (See Identity Theft). • Don't give retailers information that isn't required. You don't have to give numbers other than the one you are using for payment. Some states bar merchants from asking consumers to provide additional information on checks or credit card slips. • Give your Social Security number to employers, government agencies, lenders and credit bureaus only. • Be selective in what information you include on warranty registration forms. Many questions can be ignored. The company only needs the purchase date, model/serial numbers, and how you can be contacted if there is a product recall. • Ask what information about you may be tracked and how it is used. Supermarket scan cards enable you to get special sale prices, but your purchasing history could also be sold to other companies. • Screen your calls. You can use an answering machine to listen to a caller and decide whether you want to pick up. Your local telephone company may offer services that you can buy to accept calls only from certain numbers, or to see the name and number of the person calling you (Caller ID). • Talk about privacy issues with your children and other household members. Everyone should understand what information you feel is and is not appropriate to provide on the phone, while using a computer, and in other situations. 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 companies' sales materials, order forms and websites. • Contact the three free services provided by the Direct Marketing Association to remove yourself from most national telemarketing lists, mail lists and email lists. • 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. • 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. • Contact your state consumer protection office or public utilities commission 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 government 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. PRIVACY - Online Privacy Good websites will tell you how they protect the personal information they collect. • Look for a privacy policy statement or seal that indicates the site abides by privacy standards set by self-regulatory programs. Since programs vary, find out what the standards are; don't assume they provide the level of privacy you want. • Look for signals that you are entering personal information on a secure web page. A secure site encrypts or scrambles personal information so it cannot be easily intercepted. Signals include a screen notice that says you are on a secure site, a closed lock or unbroken key in the bottom corner of your screen, or the first letters of the Internet address you are viewing changes from "http" to "https". Children Online Commercial websites must now obtain parental consent before collecting, using, or disclosing personal information from children under 13. These are new rules that are part of the 1998 Children's Online Privacy Protection Act. For more information, contact the FTC or click on Kids Privacy at www.ftc.gov. PRIVACY - Health Privacy People share sensitive, personal information with their doctors. This information is sometimes shared with others, such as insurance companies, pharmacies, researchers, and employers. The Medical Information Bureau is a data bank used by insurance companies. You can request a copy of your file to make sure the information it contains is correct. Write to MIB, Inc., PO Box 105, Essex Station, Boston, MA 02112. Phone: 617-436-3660. There is a service fee required to obtain a copy of your file. The U.S. Department of Health and Human Services has issued major protections for patient privacy. For the latest news, go to www.hhs.gov/ocr or the website of the Health Privacy Project (www.healthprivacy.org). PRIVACY - Telemarketing The Federal Trade Commission requires telemarketers to: • disclose the total cost and other terms of sale before you make any payment for the goods or services; • tell you if they don't allow refunds, exchanges or cancellations; • give the odds of winning a prize, inform you that no purchase is necessary, and tell you how to get instructions for entering without buying anything; and • provide the seller's name, disclose that it's a sales call, and tell you exactly what they're trying to sell. It's illegal for telemarketers to: • misrepresent what they're offering; • call before 8 a.m. or after 9 p.m.; and • threaten, intimidate or harass you, or call again if you ask them not to. This FTC rule applies when you: • receive a call from a telemarketer in another state or country; or • make a call to a company in another state or country in response to a mail solicitation. The rule does not apply: • when you call to order from a catalog or in response to an ad on television or radio, or in a magazine or newspaper (with some exceptions); or • to solicitations you receive by fax or e-mail for goods or services; or to certain types of businesses, including nonprofit organizations, investment brokers and advisors, banks, and financial institutions. File complaints concerning this rule with the Federal Trade Commission. To file electronically, choose the "File a Complaint Online" link at www.ftc.gov. You can also report telemarketing fraud to the National Fraud Information Center operated by the National Consumers League, a nonprofit consumer organization. Call 1-800-876-7060 or visit www.fraud.org. Pre-recorded Messages The Federal Communications Commission regulates calls using artificial or prerecorded voice messages. They may not be made to residential telephone numbers except in the following cases: • emergency calls needed to ensure your health and safety; • non-commercial calls; • calls which don't include any unsolicited advertisements; • calls by, or on behalf of, tax-exempt non-profit organizations; • calls you have given prior consent for; or • calls from entities with which you have an established business relationship. Generally, you may put an end to prior consent or previous relationships by telling the caller not to place any more solicitation calls to your home. See Unwanted Mail, Telephone and Online Solicitations for more details. The protections that follow apply when an automatic dialer is used in combination with an artificial or pre-recorded voice message. • The beginning of the message must identity who is calling. • During or after the message, the caller's telephone number or address must be given. The phone number cannot be that of the auto dialer or prerecorded message player that placed the call. It also cannot be a 900 number or any other number with charges that exceed local or long distance charges. • The called party's telephone line must be released within 5 seconds of the time that the calling system receives notification the party has hung up. Your local telephone company can tell you if there is a delay before you can get a dial tone again in your area. Submit suspected violations to the Federal Communication Commission. File a complaint via e-mail (fccinfo@fcc.gov) or at www.fcc.gov/cgb/complaints.html. Junk Faxes Unsolicited advertisements known as "junk faxes" sent to both business and residential fax machines are also prohibited by the Federal Communications Commission. Check with your state or local consumer protection agency to find out whether you have any additional protections. SHOPPING FROM HOME You can order all kinds of products and services from the comfort of your own home using the telephone, mail, or a computer. Common problems encountered with these kinds of purchases are delayed delivery, out-of-stock items, incorrect 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 Rights: 3-Day Cooling-Off Rule. • Hang up or close the door if you are told you must decide immediately or the price will increase. • Check that the seller has all the appropriate licenses. Contact your local or state consumer protection agency and the Better Business Bureau to check the seller's complaint history. • Do not do business with an unfamiliar company whose only address is a post office box. The company may be nothing but a mail drop that will give you little or nothing for your money and will be difficult or impossible to locate if you have a complaint. • Consider whether the item comes with a warranty, and where you'll get follow-up service if you need it. Some sellers don't have the expertise or facilities to provide service for the goods they sell. • Check the seller's return policy. Can you return the item for a full refund if you're not satisfied? If you return it, are you required to pay shipping costs or a restocking fee? • Ask whom to contact if you have any questions or problems. Write down the company name, along with contact information (mailing address, website, e-mail address and phone number). • Make sure the total price is correct, including shipping, handling and taxes. Will the seller pay to insure the shipment, or is it your expense? Coupons and other discounts should be properly deducted. • Keep other transaction details. Record the item you ordered, date, amount you paid, and how you paid (check, money order, charge, etc.). Save information you were provided such as product description, delivery date, cancellation policy, privacy policy, warranties, and the purchase confirmation the seller gives you. • Use a credit card to pay for your purchase. This gives you the right to dispute the charges if there is a problem. Never send cash - you won't have proof of payment. See Resolving Credit Problems. • Be careful what information you provide. Give your credit card, debit card, or bank account number only if you're paying using that account - never to verify your identity. • Keep track of your order. If it's late, see Your Rights: Shopping from Home. • Be extra careful if the seller is in another country. While federal and state laws may apply, it may be difficult to pursue claims. If you experience a problem and are not able to resolve it by working directly with the company, contact your state or local consumer protection agency for assistance. In rare cases, sellers have no intention of delivering what is sold, misrepresent items, or send counterfeit goods such as pirated copies of software. In these cases, see Reporting Fraud. Beware: Youth Peddling Some for-profit companies use young salespersons to sell magazines and other items door-to-door. They trick consumers into believing they are giving money to legitimate charities, because consumers tend to support young persons and youth programs. If a young person solicits you, ask for identification verifying the organization's name, address and purpose. If the representative can't provide this information, ask them to leave. Report suspicious people to your local police department and/or contact the child labor division of your state labor department listed in the phone book. If you are satisfied with the information provided, you should still not feel pressured to make a purchase or contribution. See also Charitable Giving. Your Rights: Shopping from Home When you order something by mail, phone, fax or computer, the Federal Trade Commission requires the company to: • ship the merchandise within the time promised or, if no specific delivery time was stated, within 30 days of receiving your order; • notify you if the shipment cannot be made on time and give you the choice of waiting longer or getting a refund; and • cancel your order and return your payment if the new shipping date cannot be met, unless you agree to another delay. If you cancel, your money must be refunded within 7 days (or your account must be credited within one billing cycle if you charged the order). The company can't substitute a merchandise credit for a refund. If you applied for a charge account with the merchant at the same time that you placed your order, the company has an extra 20 days to ship the merchandise to allow time for processing your application. This FTC rule only applies to the first shipment of magazine subscriptions or other merchandise that comes repeatedly. Orders for services (for example, photo finishing), sale of seeds and growing plants, collect-on-delivery (C.O.D.) orders, and transactions such as books and music clubs are covered by a different FTC rule. There may also be laws or regulations in your state that apply. Report suspected violations to your state or local consumer protection agency and to the FTC. Beware: Contests and Sweepstakes "You have been specially selected..." "You have won..." "A new car! A trip to Hawaii! $2,500 in cash! Yours, absolutely free! Take a look at our..." "Your special claim number lets you join our sweepstakes..." "All you pay is postage, handling, taxes..." Anytime you hear these words, you should watch for a scam. Don't pay if you are asked to give money to get something free, claim a prize or win a vacation. If you have really won a sweepstakes, you pay taxes directly to the government, not through the company. SHOPPING FROM HOME: 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, 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 cancellation 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.) 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. SHOPPING FROM HOME - Shopping Online Here are some specific tips for buying online: • Research the seller. Company websites often provide information in a section called "About Us." Some online sellers participate in programs such as BBBOnLine that help resolve problems. Look for a logo or endorsement seal on the company website. This is an indication, but not a guarantee, of the seller's reliability. • Check www.bizrate.com to see how other consumers rated online stores. Some auction sites post ratings of sellers based on comments by buyers. This may give you some idea of how you'll be treated, but beware of too many glowing testimonials that might be placed by sellers themselves. • Comparison shop at a variety of online stores. Shopping "bots" such as www.mysimon.com may help. Other feature and price comparisons can be found using the shopping page of www.consumerworld.org. • Make sure you are clear on the condition of the product. Look for words like "refurbished," "reconditioned," "close-out," "discontinued," or "off- brand," especially when shopping for computer gear or electronic equipment. • Never send your credit card number by e-mail. E-mails are not secure. • Save all transaction details. Print out or make note of the seller's identification, the item description and the time, date and price you paid or bid on the item. Print and save copies of your order confirmation screen and all e-mail communications. • Use a secure website to help protect your credit card from misuse. The Online Privacy section 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 them. For more information about shopping online, visit www.ftc.gov/bcp/conline/pubs/online/payments.htm and www.safeshopping.org. Online Auctions And Private Sellers Many private sellers sell items on the Internet through auctions, classified ads, newsgroups, and chat rooms. If you are in one part of the country and the seller is in another, it can be difficult resolving a dispute. Be aware that government agencies may not be able to help resolve disputes since many state and federal consumer protection laws don't apply to sales between individuals. Follow this advice as well as the general tips on online shopping and shopping at home. • Check how the auction works. Can you cancel a bid? Don't assume that the rules used by one Internet auction site apply to another. Some sites offer step-by-step tutorials that will take first-time buyers through the bidding process. • Find out what protections the auction site offers buyers. Does the site provide free insurance or guarantees for items that are not delivered or what the seller claimed? • Follow the strategies used in any auction. Learn the value of the merchandise you are bidding on. Establish your top price and stick to it. This is the best way not to overbid or fall prey to an unscrupulous seller. • Don't bid on an item you don't intend to buy. Remember that if you're the highest bidder, you are obligated to follow through with the transaction. Auction companies often bar non-paying bidders - those who back out of a deal - from future bidding. • If the seller can't accept payment by credit card, use an escrow service. Your money is held by a third-party until you receive your purchase and have approved release of the payment to the seller. There is a small fee, but the peace of mind is worth it. TRAVEL The Internet has greatly expanded options for making travel arrangements. While travel agents may save you time finding arrangements that best serve your needs, you can also do research and make reservations on your own via telephone or computer. Here are some tips that will help you get a travel deal that delivers what you are promised. • Plan as far ahead as you can. Some airlines set aside only a few seats on each flight at the lower rates. The real bargains often sell out very quickly. On the other hand, air carriers sometimes make more discount seats available later. If you had decided against a trip because the discount fare you wanted was not available on the desired date, try again, especially just before the advance-purchase deadline. • Be flexible in your travel plans. The best deals may be limited to travel on certain days of the week or particular hours of the day. After you get a fare quote, ask the reservations agent if you could save money by leaving a day earlier or later, by taking a different flight on the same day or using a different airport. A connection (change of planes) or a one-stop flight is sometimes cheaper than a nonstop flight. • Research the background of any new travel agent or tour company. Ask if they belong to a professional association, then check to see if the company is a member in good standing and ask about consumer protection programs. Contact your state or local consumer protection agency and the Better Business Bureau to find out about the company's complaint history. • Comparison shop. Determine the complete cost of the trip in dollars, including all service charges, taxes, processing fees, etc. Beware of unreasonably cheap prices or free trips - you usually get what you pay for! A 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. • 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 that you've won a free vacation, ask if you have to buy something else in order to get it. Some packages promote free airfare, but you may have to buy expensive hotel arrangements. Others include a free hotel stay, but no airfare. If the destination is a beach resort, ask the seller how far the hotel is from the beach. Then ask the hotel. • Ask about cancellation policies and get all promises in writing. You may want to look into trip insurance for added protection. InsureMyTrip.com offers pricing and policy information on plans from different companies and describes the different forms of policies available. • Get a confirmed departure date, in writing, before you pay anything. Don't believe that an acceptable date or reservation will be arranged later. • Pay by credit card. It's not unusual to make a deposit or even pay in full for travel services before the trip. A credit card gives you the right to dispute charges for services that were misrepresented or never delivered. Being told you can't leave for at least two months should raise a red flag, because the deadline for disputing a credit card charge is 60 days, and most scam artists know this. (See Resolving Credit Problems). • Don't be pressured into making a hasty decision by claims that you have to act now! You might pay processing or other fees up front, and then find that a con-artist has pocketed your money and left you high and dry. In some states, travel sellers have to be registered and insured, and advance payments for travel must be placed in an escrow account until services are provided. Prizes or "free" gifts may also be regulated. Contact your state or local consumer protection agency to find out about any laws that might protect you and to file complaints related to travel agents, and train or bus travel. The American Society of Travel Agents will also help resolve disputes with member agents. TRAVEL - Resolving Air Travel Problems Delayed and Cancelled Flights Airline delays caused by bad weather, air-traffic problems, and mechanical repairs are hard to predict or beyond the airlines' control. If your flight is canceled, most airlines will rebook you on their first available flight to your destination, at no additional charge. If you are able to find a flight on another airline, ask the first airline to endorse your ticket to the new carrier. This could save you a fare increase but there is no rule requiring them to do this. Each airline has its own policies about what it will do for delayed passengers; there are no federal requirements. If you are delayed, ask the airline if they will pay for meals or a phone call. Contrary to what many people believe, airlines are not required to compensate passengers whose flights are delayed or canceled. Overbooked Flights Overbooking is not illegal, and most airlines overbook their scheduled flights to a certain extent in order to compensate for "no-shows." Passengers are sometimes left behind or "bumped" as a result. When seats are oversold, the U.S. Department of Transportation requires airlines to ask people to give up their seats voluntarily, in exchange for compensation. Airlines set guidelines for what to offer passengers - money, a free trip, food, or lodging. Federal rules protect you if you have been bumped against your will on most domestic flights or outbound international flights. The airline must give you a statement describing your rights. If the airline is not able to get you to your final destination within one hour of your original scheduled arrival time, you are entitled to an on-the-spot payment as compensation. The amount depends on the price of the ticket and the length of the delay. An airline may offer you free transportation on a future flight in place of a check for denied boarding compensation, but you have the right to insist on a check. However, to be eligible for compensation, you must have a confirmed reservation - an "OK" in the status box of your ticket. You must also meet the airline's deadlines for ticketing and check-in. Delayed or Damaged Bags If your bags don't come off the conveyor belt, report this to the airline before you leave the airport. Insist that they fill out a form and give you a copy, even if they say the bag will be in on the next flight. Also make sure you know: • the name of the person who filled out the form; • a phone number for follow up. Confirm that the airline will deliver the bag to you without charge when it is found; ask them about this as well. Some airlines will give you money to purchase a few necessities. If they don't provide you with cash, ask what types of articles would be reimbursable, and keep all receipts. If a suitcase arrives damaged - the airline will usually pay for repairs. If an item can't be fixed, they will negotiate a settlement to pay you its depreciated value. The same holds true for belongings packed inside. Of course, airlines may decline to pay for damage caused by the fragile nature of the broken item or inadequate packing, rather than the airline's handling. Lost Bags If your bag is declared officially lost, you will have to submit a second, more detailed form within a set time period established by the airline. The information you submit is used to estimate the value of your lost belongings. Airlines consider the depreciated value of your possessions, not their original price or the replacement costs. They can invoke a ceiling of $1250 per passenger on the amount of money they'll pay. When your luggage and its contents are worth more than that, you may want to purchase "excess valuation," if available, from the airline when you check in. The airline may refuse to sell excess valuation on some items that are especially valuable or breakable, such as antiques, musical instruments, jewelry, manuscripts, negotiable securities and cash. On international trips, the airline's liability limit is $9.07 per pound. Keep in mind that these limits are maximums. If the depreciated value of your property is worth less than the liability limit, the airline will offer this lower amount. If the airline's settlement doesn't fully cover your loss, check your homeowner's or renter's insurance to see if it covers losses away from home. Some credit card companies and travel agencies offer optional or even automatic supplemental baggage coverage. Protect Yourself: Travel Safety Several federal agencies offer advice and other up-to-date information on the Internet that can help insure you have a safe trip. • The U.S. Department of Transportation at www.dot.gov offers airline, highway and rail safety information. For example, you can look up crash-safety reports on cars or find out how weather is affecting air travel and road conditions. • The U.S. Department of State at www.state.gov/travel tells what to do before, during, and when you return from a trip overseas. State also offers warnings on locations to be avoided and what to do in an overseas emergency. • The Centers for Disease Control and Prevention at www.cdc.gov/travel offer health-related travel information on subjects such as diseases, vaccination requirements, and avoiding illnesses associated with food and water. Inspection scores on specific cruise ships are also available. UTILITIES In many states, consumers can choose their telephone and energy services provider. Contact your state utility commission and ask: • Do you have consumer information to help me decide which firm(s) to do business with? • Do you license all utility companies? • Do you have a list of companies that can do business in our state? • Where do I complain about unfair marketing, sales, and service practices? Electricity and Natural Gas If you have a choice in suppliers, ask: • How much will it cost? How long can I depend on this rate? Are there any other fees I will be charged? • Where do I call if I have a problem with service? Do you have a local customer service office? • May I have a sample of a bill I might receive if I contract with your company? • What are the terms and conditions of service? For example, is there a fee if I cancel my agreement before the service period is up? Reducing Energy Costs You may be able to save hundreds of dollars a year on your home energy bills. • Conduct a home energy audit. The U.S. Department of Energy offers many tips in its publications and on its website about how to save gas and electricity. Ask your electric or gas utility how much they charge to do an audit. • Buy appliances, especially air conditioners and furnaces, that are energy-efficient. Information on the energy-efficiency of major appliances is found on Energy Guide Labels required by federal law. • Enroll in load management programs and off-hour rate programs offered by your electric utility. Use the Home Energy Saver web page at hes.lbl.gov/hes to compare your household's energy costs to the average in your locale. UTILITIES - Telephone Services Many consumers are now able to choose both local and long-distance phone service providers. These companies offer many optional services such as voicemail, call waiting, caller ID, paging, and wireless services. Think first about how you use the telephone. Once you have answers to these questions, you can compare services and prices. Your best buy may be a package deal from one company or services from different companies. • Where do you call most often? • What time of day or day of the week do you call? • Do you want to get messages and if so, do you need voice-mail or will an answering machine do? • How often do you need call waiting and/or caller ID? • Do you get urgent messages when you're away from home? Find out how each company prices its services. Are there minimum use, time-of-day or distance requirement, flat monthly fees, or special plans? For example, wireless service may be cheaper than regular local service if you don't make many calls. • Get the information in writing. • Don't be pressured into an immediate decision. • Make sure you're comparing prices on similar plans and features. The nonprofit Telecommunications Research and Action Center (www.trac.org), offers information about residential and small business long-distance rates, and wireless service. The Federal Communications Commission offers consumer information on regulatory changes, how to choose a long-distance carrier, how to understand new fees and taxes on phone services, what to do if you're "slammed" and more at www.fcc.gov/cib. The National Consumers League also maintains a web page (www.nclnet.org/phonebill/index.html) to help you understand all of the charges on your phone bills and help you recognize fraud. Compare plans and rates at SaveOnPhone.com, LowerMyBills.com, ABTolls.com and PhoneBillCentral.org. Another website, 10-10Phonerates.com focuses on rates from 10-10 dial-around long-distance services. Pre-Paid Calling Cards Many stores sell pre-paid calling cards. They are sold online, too. Before buying one, know the: • per-minute rate; • connection fee; • maintenance fee; and • expiration date. For help finding the best deals on prepaid phone cards, try www.PhoneShark.com as well as the websites listed previously. UTILITIES - Pay-Per-Call Services Generally, 800, 888, and 877 numbers are toll-free. However, charges for pay-per-call services through these numbers are allowed if you: • sign a written contract that describes the service and how much it will cost; • agree verbally and provide your credit card, charge account, debit or calling card number to pay for the charges. It's illegal to be connected to a 900 number pay-per-call service through a toll-free number, or for a pay-per-call service to call you back collect after you dialed a number that you thought was toll-free. Both the Federal Communications Commission and the Federal Trade Commission have rules concerning pay-per-call numbers. You have the right to dispute pay-per-call charges if: • you didn't make the call; • you are charged for calling a toll-free number without an agreement; • a credit you're owed doesn't show up on your bill. • the amount you're billed is incorrect; or • the services were misrepresented. Your local and long-distance telephone service cannot be disconnected if you refuse to pay for disputed pay-per-call charges. Act promptly - you generally have 60 days to dispute the charges. If they appear on your phone bill, call the local or toll-free number that is listed on that page. • Note whom you spoke to and what was said. • Follow up with a letter. Keep a copy that explains the problem and confirms your conversation. • Deduct the charges you are disputing and pay the rest of your bill by the due date. You should hear back from the company within 40 days and the problem should be resolved within 90 days. • If the charges appear on your credit card bill, follow the instructions on the bill for disputes. The information provider can pursue the matter through a collection agency or other legal means, including reporting the debt to a credit bureau. If you're contacted by a collection agency, explain in writing why you dispute the charges. You can also put a written explanation in your credit report. See Resolving Credit Problems. You may have other rights according to state law. Check with your state or local consumer protection agency or state utility commission. 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 foreign 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 domestic 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 bill. 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 parents' 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 information 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. UTILITIES - 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 slammed: • 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 exercise your rights not to pay those charges. If you're unable to resolve your complaint, contact the Federal Communications Commission (FCC). "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 service provider if they offer a blocking service, which usually requires the company to notify 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 company 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 details. Your phone service cannot be shut off for refusal to pay for unauthorized services. For help, contact your local or state consumer protection agency, state public utilities commission, or the FCC. UTILITIES - Water The majority of consumers rely on local utilities to produce a safe and ample supply of water. Your local water agency is responsible for sending you an annual Consumer Confidence Report that should list the source of your water, what contaminants may be in the water, and information on the safety levels of contaminants and their effects on health. For more information call the Environmental Protection Agency's Safe Drinking Water Hotline at 1-800-426-4791 or visit EPA's website at www.epa.gov/safewater. Services and Resources for Consumers with Disabilities Other Operator Services Consumers who are deaf or hard of hearing, or who have a speech impairment, and use a text telephone (TTY) may receive operator and directory assistance for calls by calling toll free to 1-800-855-1155. Check the introductory pages of local telephone directories for additional TTY services. For a copy of the U.S. Government TTY Directory, please visit www.gsa.gov/frs/ or write to Federal Citizen Information Center, Department TTY, Pueblo, CO 81009. Relay Services Telecommunications relay services link telephone conversations between individuals who use standard, voice telephones and those who use TTYs. Relay services allow hearing and speaking individuals to call TTY numbers, and allow those with hearing or speech impairments to call voice telephone numbers. Calls can be made from either type of telephone to the other type through the relay service. Local Relay Services States provide relay services for local and long-distance calls. Please consult the local telephone directory for information on the use, fees (if any), services, and dialing instructions for that area. Federal Relay Service (FRS) The FRS, a program of the U.S. General Services Administration (GSA), provides access to TTY users who wish to conduct official business nationwide with and within the Federal Government. The toll-free number is 1-800-877-8339. 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) Recording for the Blind & Dyslexic, celebrating more than fifty years since its founding, is the only national nonprofit, volunteer-driven organization that provides recorded and computerized textbooks at all academic levels to people who cannot read standard print effectively because of a visual impairment, learning disability or other physical disability. RFB&D operates 33 recording studios and offices across the country. Their 80,000 volume library contains a broad selection of titles, from literature and history to math and the sciences, at all academic levels, from kindergarten through postgraduate and professional. RFB&D offers individual and institutional memberships, scholarship programs and a custom recording service. The cost of an individual membership is $25 per year, plus a one time $50 registration fee. Fees for institutional membership range from $300 to $800 annually depending on the level of membership and the number of books chosen. RFB&D also offers for nonprofit sale computer and professional books on disk, and specially-adapted tape players and accessories. For more information or to request an application, call, write or visit the website: Recording for the Blind & Dyslexic 20 Roszel Road Princeton, NJ 08540 Toll free: 1-800-221-4792 Website: www.rfbd.org National Library Service for the Blind and Physically Handicapped (NLS), Library of Congress The National Library Service for the Blind and Physically Handicapped (NLS), Library of Congress, provides the free loan of recorded and braille books and magazines, music scores in braille and large print, and specially designed playback equipment to residents of the United States who are unable to read or use standard print materials because of visual or physical impairment. NLS administers the program nationally while direct service to eligible individuals and institutions is the responsibility of cooperating libraries in the various states, the District of Columbia, Puerto Rico, Guam and the Virgin Islands. Service is also extended to eligible American citizens residing abroad. Information about the NLS/BPH free library service, including application forms and addresses of cooperating libraries may be obtained by contacting: National Library Service for the Blind and Physically Handicapped (NLS) Library of Congress Washington, DC 20542 202-707-5100, Fax: 202-707-0712 Toll free: 1-800-424-8567 e-mail: nls@loc.gov Website: lcweb.loc.gov/nls For faster service, telephone, fax, or e-mail your request for application forms or other information. After You Buy - How to Complain Save all contracts, sales receipts, canceled checks, owner's manuals and warranty documents. To avoid problems, read and follow product and service instructions. The way you use or take care of a product might affect your warranty rights. The first step in resolving a consumer problem is usually to contact the business that sold you the item or performed the service. If you wish to go directly to the headquarters of the company or the manufacturer, ask if they have a consumer affairs office and, if so, report the problem directly to them. Otherwise, communicate with a manager or the president of the business. See Corporate Consumer Contacts for contact information on several hundred corporations. If you don't find the company you are looking for, check the product label, warranty or other papers you received at the time of purchase. These reference books at your public library also have helpful information: • The Standard & Poor's Register of Corporations, Directors and Executives • Trade Names Directory • Standard Directory of Advertisers • Dun & Bradstreet Directory • Thomas Register of American Manufacturers 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 corporation's address from the Attorney General's office in the state where the company is incorporated. Next Steps If you think a law has been broken, contact your local or state consumer protection agency right away. Violations of Federal law should be reported to the government agency responsible for enforcement. Throughout the "Before You Buy" section of this Handbook, you will find references to your rights. The Federal agency you contact for more information is usually the agency to be contacted with your complaint as well. See Reporting Fraud for more information. Don't give up if you are not satisfied. If you believe you have given the company enough time to resolve the problem, file a complaint with one or more of these organizations. • State or local consumer protection offices. These government agencies mediate complaints, conduct investigations, and prosecute offenders of consumer laws. • The regulatory agency that has jurisdiction over the business. For example, some banking and securities, insurance, and utilities are regulated at the state level. State Weights and Measures Offices enforce consumer protections concerning the labeling, weight, and measure or count of packaged goods. They also check the accuracy of weighing and measuring devices such as supermarket scales, gasoline pumps, taximeters and rental car odometers. • State and local licensing agencies. Doctors, lawyers, home improvement contractors, auto repair shops, debt collectors, and childcare providers are required to register or be licensed. The board or agency that oversees this process may handle complaints and have the authority to take disciplinary action. • Better Business Bureaus. This network of nonprofit organizations supported by local businesses tries to resolve buyer complaints against sellers. Records are kept on unresolved complaints as a source of information for the seller's future customers. The umbrella organization for the BBBs assists with complaints concerning the truthfulness of national advertising and helps settle disputes with automobile manufacturers through the BBB AUTO LINE program. • Trade associations. Companies selling similar products or services often belong to an industry association that will help resolve problems between their members and consumers. • National consumer organizations (p. 145) • Media programs. Local newspapers, radio stations, and television stations often have Action Lines or Hotline services that try to resolve consumer complaints they receive. Some handle only the most serious cases or those that occur most frequently. To find these services, check with your local newspapers or broadcast stations. See the box below for members of Call for Action (www.callforaction.org). Call for Action, Inc. is a nonprofit network of consumer hotlines that educate and assist consumers with consumer problems. Listed below are hotlines in major markets staffed with trained volunteers who offer advice and mediate complaints at no cost to consumers. Consumers in locations not listed should call the Network Hotline at 301-657-7490. WTAJ-TV Altoona, PA 814-944-9336 WXYZ-TV & WJR Radio Detroit, MI 248-827-3362 KPNX-TV & KNAZ-TV Phoenix/Flagstaff, AZ 1-866-260-1212 (toll free) WXIA-TV Atlanta, GA 678-422-8466 WINK-TV Fort Myers, FL 941-334-4357 WTAE-TV Pittsburgh, PA 412-333-4444 WBZ Radio Boston, MA 617-787-7070 WFMY-TV Greensboro, NC 336-680-1000 KTVI-TV, St. Louis, MO 636-282-2222 1-800-782-2222 (Illinois only) WIVB-TV Buffalo, NY 716-879-4900 KCTV-5 Kansas City, MO 913-831-1919 KTVX-TV Salt Lake City, UT 1-877-908-0444 (toll free) WJW-TV Cleveland, OH 216-578-0700 WTMJ-TV Milwaukee, WI 414-967-5495 WTOL-TV Toledo, OH 419-255-2255 KKTV-TV Colorado Springs, CO 719-457-8211 WABC Radio New York, NY 212-268-5626 WTOP AM&FM Washington, DC 301-652-4357 Dispute Resolution Programs The auto industry has many of these programs (p. 80). The National Association of Security Dealers offers a program designed to resolve investment-related disputes.(p. 155). Some small claims courts also offer a dispute resolution program as an alternative to a trial. Mediation, arbitration, and conciliation are three common types of dispute resolution. During mediation, both sides involved in the dispute meet with a neutral third party and create their own agreement jointly. In contrast, in arbitration the third party decides how to settle the problem. Request a copy of the rules of the program before making a decision to participate in any of them. Because the opposing sides may not be satisfied with the decision, ask in advance: • Is the decision binding? Some programs do not require both parties to accept the decision. • Does participation in the program place any restrictions on your ability to take other legal action? The American Bar Association (p. 151) publishes a directory of state and local dispute resolution programs. Beware: Recovery Services A scam artist has taken your money. Don't be scammed again by a "recovery service" offering to get your money back for you. The service is just trying to take your last dime. There is no charge for filing a complaint with a government agency. Reporting Fraud People who have no intention of delivering what is sold, who misrepresent items, send counterfeit 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 www.ftc.gov. • Notify the National Fraud Information Center (p. 148) at www.fraud.org. • 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 www.ecommerce.gov. 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 • Drugs, medical devices- Food and Drug Administration • Food - U.S. Department of Agriculture,Food and Drug Administration • Seafood - Food and Drug Administration, U.S. Department of Commerce • Toys, baby and play equipment, household products - U.S. Consumer Product Safety Commission Recalls are also posted at www.pueblo.gsa.gov. AFTER YOU BUY - Legal Recourse Small Claims Court Small claims courts resolve disputes involving claims for small amounts of money. While the maximum amounts that can be claimed or awarded differ from state to state, court procedures generally are simple, inexpensive, quick and informal. Court fees are minimal, and you often get your filing fee back if you win your case. Typically, you will not need a lawyer, and some states do not permit them. If you live in a state that allows lawyers and if the party you are suing brings one, do not be intimidated. Most judges make allowances for consumers who appear without lawyers. Even 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 without further action on your part. But some losers refuse to follow the court's directions. When this happens, you can go back to court and ask for the order to be enforced. Depending on local laws, the court might order property to be taken by law enforcement officials and sold. You will get the money from the sale, up to the amount owed. Officials may also be directed to take money from a bank account or business cash register. If the person who owes the money receives a salary, the court might order an employer to garnish (deduct money from) each paycheck and give it to you. Check your local telephone book under the municipal, county or state government headings for small claims court offices. Ask the clerk how to use the small claims court. Before taking your own case to court: • Request educational material to help you prepare your presentation. • Observe a small claims court session. Legal Information And Help If you need an attorney to advise or represent you, ask friends and family for recommendations. You can also contact the Lawyer Referral Service of your state, county, or city bar association 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 www.abalawinfo.org (American Bar Association), www.uslaw.com, www.thelaw.com, www.freeadvice.com, www.thelawyerpages.com, and nolo.com may help you with answers to general legal questions. For information on state-specific legal questions, try the website of the National Association of Consumer Agency Administrators (www.nacaanet.org). 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 adoption), foreclosure, home equity fraud, social security, welfare, unemployment, and workers' compensation. If the Legal Aid office in your area does not handle your type of case, it should refer you to other local, state or national organizations that can provide help. To find the Legal Aid office nearest to you, check a local telephone directory or contact: National Legal Aid and Defender Association 1625 K Street, NW, 8th Floor Washington, DC 20006 202-452-0620 Fax: 202-872-1031 e-mail:info@nlada.org Website: www.nlada.org To find the LSC office nearest you, check a local telephone directory or contact: LSC Public Affairs 750 1st Street, NE, 10th Floor Washington, DC 20002 202-336-8800 Fax: 202-336-8959 Website: www.lsc.gov AFTER YOU BUY - Sample Complaint Letter Your Address Your City, State, Zip Code Date 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) On (date), I (bought, leased, rented, or had repaired) a (name of the product, with serial or model number or service performed) at (location, date and other important details of the transaction). Unfortunately, your product (or service) has not performed well (or the service was inadequate) because (state the problem). I am disappointed because (explain the problem: for example, the product does not work properly, the service was not 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, model and serial numbers, and any other documents). I look forward to your reply and a resolution to my problem, and will wait until (set a time limit) before seeking help from a consumer protection agency or the Better Business Bureau. Please contact me at the above address or by phone at (home and/or office numbers with area code). Sincerely, Your name Enclosure(s) * describe purchase * name of product, serial number * include date and place of purchase * ask for specific action * enclose copies of documents * state problem * give history * allow time for action * state how you can be reached Keep all copies of your letter, fax or e-mail, and all related documents 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. This section lists the names and addresses of more than 650 corporate headquarters and, in many cases, the name of the person to contact. Many listings also include toll free numbers and TDD (Telecommunications Devices for the Deaf) numbers. Many of the companies listed in CRH are members of the Society of Consumer Affairs Professionals in Business (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 communication 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 within the corporate structures. SOCAP members are identified in the Corporate Consumer Contacts section of CRH 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 801 North Fairfax Street, Suite 404, Alexandria, VA 22314; 703-519-3700; Fax: 703-549-4886; e-mail: socap@aol.com 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 helpful 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. AAMCO Transmissions, Inc. Anna Wright One Presidential Boulevard Bala Cynwyd, PA 19004-1034 610-668-2900, ext. 224 Toll free: 1-800-292-8500 Fax: 610-668-1308 e-mail: awright@AAMCO.com ABC, Inc. 77 West 66th St. New York, NY 10023 212-456-7477 e-mail: abcaudr@abc.com www.abc.com ACCO Brands, Inc. Fortune Brands Consumer Affairs 300 Tower Parkway Lincolnshire, IL 60069 847-541-9500 Toll free: 1-800-989-4923 Fax toll free: 1-800-247-1317 www.acco.com Ace Hardware Corporation 2200 Kensington Court Oak Brook, IL 60523 630-990-6600 Fax: 630-990-6856 www.acehardware.com ACE USA Companies Mark Whiter 1601 Chestnut St. PO Box 41484 Philadelphia, PA 19101-1484 215-640-4555 Fax: 215-640-2489 e-mail: mark.whiter@ace-ina.com www.ace-ina.com Adaptec 691 South Milpitas Blvd. Milpitas, CA 95035 Toll free: 1-800-959-7274 Fax: 408-957-2546 e-mail: support@adaptec.com www.adaptec.com Adidas America Carol Collins, Consumer Relations 9605 SW Nimbus Ave. PO Box 4015 Beaverton, OR 97076 503-972-2300 Toll free: 1-800-448-1796 Fax: 503-906-4515 e-mail: consumer.relations @adidasus.com www.adidas.com Admiral-Maytag Appliance Sales Co. 240 Edwards St. Cleveland, TN 37311 Toll free: 1-800-688-9920 TDD toll free: 1-800-688-2080 Adobe Systems 345 Park Ave. San Jose, CA 95110 408-536-6000 206-470-7000 (Seattle, WA) Toll free: 1-800-685-3507 Toll free: 1-800-833-6687 Toll free: 1-800-879-3219 www.adobe.com Aerus Electrolux Corporation Customer Service 300 East Valley Dr. Bristol, VA 24201 Toll free: 1-800-243-9078 Fax: 540-645-2863 e-mail: customerservice @aerusonline.com www.aerusonline.com AETNA, Inc. 151 Farmington Ave. Hartford, CT 06156 860-273-0123 Toll free: 1-800-US-AETNA TDD/TTY: 860-273-3081 Fax: 860-273-9806 (consumer issues) www.aetna.com AFC Enterprises AmericaÕs Favorite Chicken Co. 6 Concourse Pkwy., Suite 1700 Atlanta, GA 30328-5352 770-391-9500 Toll free: 1-800-222-5857 Fax: 770-353-3280 www.afc-online.com Alamo Rent A Car 200 Andrews Ave. Ft. Lauderdale, FL 33301 954-320-4000 1-800-837-0032 Toll free: 1-800-445-5664 www.goalamo.com Alaska Airlines Manager PO Box 68900 Seattle, WA 98168 206-870-6062 (consumer affairs); 206-431-7428 (cargo/freight claims) ; 206-431-7425 (baggage claims) 206-431-3753 (refunds/lost ticket applications) ; Toll free: 1-800-426-0333 (Reservations) Fax: 206-439-4477 www.alaskaair.com Alberto Culver Co. 2525 Armitage Ave. Melrose Park, IL 60160 708-450-3163 Fax: 708-450-3435 www.alberto.com Albertsons Inc. Dee Mooney Corporate Headquarters 250 Parkcenter Blvd. Boise, ID 83706 208-395-6392 Fax: 208-395-6773 www.albertsons.com Alcon Laboratories, Inc. Martha Siegel Consumer Affairs, Quality Assurance 6201 South Freeway Fort Worth, TX 76134-2099 817-551-8298 Fax: 817-551-3092 Allegheny Pharmacal Corp. Arthur Gutowitz 277 Northern Blvd. Great Neck, NY 11021 516-466-0660 Toll free: 1-800-645-6190 Allied Van Lines PO Box 4403 Chicago, IL 60680 630-717-3590 Toll free: 1-800-470-2851 Fax: 630-717-3123 www.alliedvan.com Allstate Insurance Co. 2775 Sanders Road Northbrook, IL 60062 847-402-5448 Fax: 847-402-0169 www.allstate.com Almaden Vinyards Consumer Relations 12667 Road 24 Madera, CA 93639 Toll free: 1-800-726-9977 Aloha Airlines Bonnie Horibata PO Box 30028 Honolulu, HI 96820 808-836-4115 Toll free: 1-800-803-9454 Fax: 808-836-4206 e-mail: bhoribata@alohaairlines.com Amana Appliances Vice President of Consumer Communications 2800 220th Trail Amana, IA 52204 Toll free: 1-800-843-0304 (product questions) Toll free: 1-800-628-5782 (service) www.amana.com America West Airlines 4000 East Sky Harbor Blvd. Phoenix, AZ 85034 480-693-0800 Toll free: 1-800-235-9292 TDD toll free: 1-800-526-8077 Fax: 480-693-3707 www.americawest.com American Airlines, Inc. PO Box 619612 MD 2400 Fort Worth, TX 75261-9612 817-967-2000 Fax: 817-967-4162 www.aa.com American Automobile Association Manager 1000 AAA Dr., Mailspace 61 Heathrow, FL 32746 407-444-8391 www.aaa.com American Express Co. 777 American Express Way Ft. Lauderdale, FL 33333 Toll free: 1-800-528-4800 (green card inquiries); Toll free: 1-800-327-2177 (gold card inquiries); Toll free: 1-800-525-3355 (platinum card inquiries) www.americanexpress.com American Family Publishers PO Box 62000 Tampa, FL 33662-2000 Toll free: 1-800-AFP-2400 American Greetings Corp. Sue Holiday One American Road Cleveland, OH 44144 216-252-7300, ext. 1281 Toll free: 1-800-777-4891 e-mail: sue.holiday@amgreetings.com www.corporate.americangreetings.com American Home Products Corp. 5 Giralda Farms Madison, NJ 07940 973-660-5000 Toll free: 1-800-322-3129 www.ahp.com American Standard, Inc. PO Box 6820 Piscataway, NJ 08855-6820 Toll free: 1-800-223-0068 Fax: 732-980-6170 American Stores Co. See: OSCO Drugs, Subsidiary of American Stores Ameritech 225 W. Randolph St., Rm. 30-D Chicago, IL 60606 312-722-9411 Toll free: 1-800-244-4444 (customers only) Toll free: 1-800-451-2761 www.ameritech.com Amgen, Inc. One Amgen Center Dr. Thousand Oaks, CA 91320-1799 805-447-1000 or 805-447-1010 Toll free: 1-800-28-AMGEN www.amgen.com Amway Corporation Customer Service, North American Business Region 7575 East Fulton Road Ada, MI 49355 Toll free: 1-800-544-7167 TDD toll free: 1-800-548-3878 www.amway.com Andersen Windows, Inc. Window Care Call Center 100 Fourth Ave. North Bayport, MN 55003 651-430-5150 Toll free: 1-888-888-7020 Fax: 651-430-5827 www.andersenwindows.com Anheuser-Busch, Inc. Jeff Esserman, Marketing One Busch Place St. Louis, MO 63118 314-552-1305 or 314-552-1311 Toll free: 1-800-342-5283 Fax: 314-552-1311 e-mail: rosann.klaesner @anheuser-busch.com www.budweiser.com AON Corporation John Roskopf Financial Relations 123 North Wacker Dr. Chicago, IL 60606 312-701-3000 or 312-701-3983 Fax: 312-701-3793 www.aon.com Aon Innovative Services Joy A. Arnold 13922 Denver West Parkway Golden, CO 80020 303-271-2336 e-mail: j.arnold@innovativeservices.com www.aon.com Apple Computer, Inc. One Infinite Loop Cupertino, CA 95014 Toll free: 1-800-538-9696 (dealer information) Toll free: 1-800-767-2775 (tech assistance) Toll free: 1-800-646-7582 (per incident tech support) www.apple.com Appleseeps 30 Tozer Road Beverly, MA 01915 978-922-2040 Toll free: 1-800-767-6666 www.appleseeps.com Arizona Mail Order 3740 East 34th St. Tucson, AZ 85713 520-748-8600 Fax: 520-750-6755 www.oldpueblotraders.com Armour Swift Eckrich 2001 Butterfield Road Downers Grove, IL 60515 630-512-1000 Toll free: 1-800-325-7424 (Eckrich nutrition) Fax: 630-512-1124 www.conagra.com Armstrong World Industries, Inc. Charles Wrightson PO Box 3001 Lancaster, PA 17604 717-396-3040 Toll free: 1-800-233-3823 Fax: 717-396-4270 www.armstrongfloors.com Artisoft, Inc. Communications Software Group 1 South Church Ave., Ste. 2200 Tucson, AZ 85701 520-670-7000 Toll free: 1-800-846-9726 Fax: 520-670-7101 www.artisoft.com Asante Technologies 821 Fox Lane San Jose, CA 95131 408-435-8388 Toll free: 1-800-622-7464 Fax: 408-432-1117 www.asante.com A.T. Cross Co. Consumer Relations One Albion Road Lincoln, RI 02865 401-333-1200, ext. 380 Toll free: 1-800-AT-CROSS (1-800-282-7677) Fax: 401-334-4856 e-mail: calisk@cross.com AT&T Valerie Hasselbach Consumer Services 295 North Maple Ave. Basking Ridge, NJ 07920 908-221-2000 or 908-221-5942 Toll free: 1-800-222-0300 TDD/TTY: 1-800-522-2880 Fax: 908-221-1211 www.att.com Ateeco, Inc. Consumer Affairs Department PO Box 606 Shenandoah, PA 17976 570-462-2745 Toll free: 1-800-233-3170 www.pierogies.com ATI Technologies, Inc. 33 Commerce Valley Dr., East Thornhill, Ontario L3T 7N6 Canada 905-882-2600 Fax: 905-882-0546 www.support.atitech.com; www.atitech.ca Atlantic Richfield Co., ARCO Products Co. Manager 4 Center Point Dr. La Palma, CA 90623 213-486-3511 Toll free: 1-800-322-2726 www.arco.com Atlas Van Lines, Inc Jan Martin PO Box 509 Evansville, IN 47703-0509 812-424-2222 Toll free: 1-800-252-8885 Fax: 812-421-7129 e-mail: janmar2@atlasvanlines.com www.atlasvanlines.com Automobile Magazine (Division of K-III) 575 Lexington Ave., 24th Floor New York, NY 10022 212-891-6360 Aventis Pharmaceuticals North American Headquarters 300 Summerset Corporate Blvd. Bridge Water, NJ 08807 908-231-4000 Toll free: 1-800-552-3656 www.aventis.com Avis Rent-A-Car System Jaylene Howison 4500 S. 129th East Ave., Ste. 100 Tulsa, OK 74134-3802 Toll free: 1-800-352-7900 Fax: 918-621-4819 e-mail: custserv@avis.com www.avis.com Avon Products, Inc. Lynn Baron 1251 Ave. of the Americas New York, NY 10020 212-282-7571 Toll free: 1-800-367-2866 Toll free: 1-800-445-2866 (consumer information center) Toll free: 1-800-FOR-AVON www.avon.com Bacardi-Martini USA, Inc. Frederick Wilson, 2100 Biscayne Blvd. Miami, FL 33137 305-573-8511 Toll free: 1-800-BACARDI Fax: 305-573-2730 www.Bacardi.com Bali (Division of Sara Lee Corp.) 3330 Healy Dr. PO Box 5100 Winston-Salem, NC 27113 336-519-6053 Toll free: 1-800-225-4872 www.balinet.com Ball Park Brands Diana J. Prindle Consumer Affairs PO Box 19170 Detroit, MI 48219 248-355-1100 Toll free: 1-800-317-5867 Fax: 248-355-3436 www.ballparkfranks.com Bally Entertainment 8700 West Bryn Mawr Ave. Chicago, IL 60631 773-399-1300 Fax: 773-693-2982 www.ballyfitness.com Bank of America Kenneth D. Lewis 100 N. Tryon St. Charlotte, NC 28255 Toll free: 1-800-299-2265 www.BankofAmerica.com Bank United Pat Stambaugh-Moretti Community Bank 3200 SW Freeway Houston, TX 77027 713-543-7897 e-mail: pmoret@bankunited.com www.bankunited.com Bass Pro Shop 2500 East Kearney Springfield, MO 65898 417-873-5000 Toll free: 1-800-BASS-PRO TDD toll free: 1-800-442-5788 Fax: 417-873-5060 e-mail: webmgr@basspro.com www.basspro.com Bayer Consumer Care Division 36 Columbia Rd., PO Box 1910 Morristown, NJ 07962-1910 973-254-5000 Toll free: 1-800-331-4536 Fax: 973-408-8000 Bear Creek Corp. 2518 South Pacific Highway PO Box 299 Medford, OR 97501 Toll free: 1-800-345-5655 (Harry and David) Toll free: 1-800-872-7673 (Jackson and Perkins) Fax: 541-776-2194 www.harryanddavid.com Beatrice Cheese, Inc. 770 North Springdale Road Waukesha, WI 53186 414-782-2750 Toll free: 1-800-444-6101 Fax: 414-782-0760 www.beatricecheese.com Becton Dickinson and Co. Gary Cohen One Becton Dr. Franklin Lakes, NJ 07417 201-847-6658 Fax: 201-884-5487 www.bd.com Beech-Nut Nutrition Corporation See:The Milnot Company Beiersdorf, Inc. Wilton Corporate Center 187 Danbury Road Wilton, CT 06897 203-563-5800 Toll free: 1-800-233-2340 Fax: 203-563-5895 BellSouth Telecommunications, Inc. Executive Appeals Manager BellSouth Center 675 West Peachtree St., NW Suite 37D57 Atlanta, GA 30375 404-927-7400 Toll free: 1-800-346-9000 (Bell South Products) TTY toll free: 1-800-251-5325 (TTY, VCO/HCO) Fax: 404-584-6545 e-mail: Hq.Appeals @bridge.bellsouth.com www.bellsouth.com Benckiser Consumer Products See Also: Reckitt Benckiser Inc. Gerry Luepke Five American Dr. Greenwich, CT 06831 Toll free: 1-800-284-2023 Benihana of Tokyo Kevin Aoki 8685 Northwest 53rd Terrace Miami, FL 33166 305-593-0770 Toll free: 1-800-327-3369 Fax: 305-592-6371 www.benihana.com Berkeley Systems 2095 Rose St. Berkeley, CA 94709 510-540-5535 or 425-746-5771 (technical support) Fax: 510-540-5630 www.berksys.com Best Foods 700 Silven Ave. Englewood Cliffs, NJ 07632-9976 201-894-4000 Toll free: 1-800-338-8831 Fax: 201-894-2126 www.bestfoods.com Best Western International Peggy Yoder PO Box 10203 Phoenix, AZ 85080-2007 623-780-6181 Toll free: 1-800-528-1238 Fax: 623-780-6199 www.bestwestern.com BF Goodrich Tires PO Box 19001 Greenville, SC 29602-9001 864-458-5000 Toll free: 1-877-788-8899 Fax: 864-458-6650 www.bfgoodrichtires.com BIC Corp. 500 Bic Dr. Milford, CT 06460 203-783-2000 www.bicworld.com Binney & Smith, Inc. 100 Church Lane Easton, PA 18042 610-253-6272 Toll free: 1-800-CRAYOLA www.crayola.com Bissell Roxanne Jandahl Consumer Services PO Box 1888 2345 Walker Ave., NW Grand Rapids, MI 49544-2597 Toll free: 1-800-237-7691 e-mail: jandahrj@bissel.com www.bissell.com Black and Decker Power Tools 626 Hanover Pike Hampstead, MD 21074 410-239-5300 Toll free: 1-800-762-6672 www.blackanddecker.com Block Drug Company, Inc. Alice McCann Consumer Affairs 257 Cornelison Ave. Jersey City, NJ 07302-9988 201-434-3000 Toll free: 1-800-365-6500 Fax: 201-434-4186 e-mail: consumer_affairs@ blockdrug.com www.blockdrug.com BloomingdaleÕs by Mail, Ltd. 475 Knotter Dr., PO Box 593 Cheshire, CT 06410-0593 203-271-1313 Toll free: 1-800-777-0000 (mail order) TDD/TTY toll free: 1-800-838-2892 Fax: 203-271-5321 e-mail: bloomiessh@aol.com Blue Cross and Blue Shield Association 1310 G St., NW, 12th Floor Washington, DC 20005 202-626-4780 Fax: 202-626-4833 www.bluecares.com Bob Evans Farms, Inc. 3776 South High St. Columbus, OH 43207 614-491-2225 Toll free: 1-800-272-7675 Fax: 614-497-4330 e-mail: tammy.myers@bobevans.com www.bobevans.com Boca Research, Inc. 1601 Clint Moore Road Boca Raton, FL 33487 561-241-8088 (customer service) Fax: 561-997-2163 e-mail: support@bocaresearch.com www.bocaresearch.com Bojangles Customer Relations 9432 Southern Pine Blvd. Charlotte, NC 28273 704-527-2675 Toll free: 1-800-366-9921 Fax: 704-522-8677 www.bojangles.com Borden, Inc. 180 East Broad St. Columbus, OH 43215 614-225-4000 Toll free: 1-800-727-8260 Fax: 614-225-7680 www.bordenfamily.com Borland 100 Enterprise Way Scotts Valley, CA 95066 831-461-9190 Toll free: 1-888-588-2230 Fax: 831-431-4361 e-mail: customer-service@borland.com www.borland.com BP/Amoco Oil Co. Richard Smith 28301 Ferry Road Warrenville, IL 60555 Toll free: 1-800-333-3991 Toll free: 1-800-227-3329 (credit card) Toll free: 1-800-782-7887 (club emergency services) Fax: 630-836-4530 Braun 1 Gillette Park Boston, MA 02127 Toll free: 1-800-BRAUN11 (1-800-272-8611) www.braun.com Bridgestone/Firestone, Inc. PO Box 7988 Chicago, IL 60680-9534 Toll free: 1-800-367-3872 Fax toll free: 1-800-760-7859 e-mail: firestone_consumer_ affairs@faneuil.com Bristol-Myers Squibb Pharmaceutical Group Robert Laverty PO Box 4000 Princeton, NJ 08543-4000 609-252-4000 Toll free: 1-800-332-2056 (customer relations) www.bms.com British Airways 75-20 Astoria Blvd. Jackson Heights, NY 11370 718-397-4000 Toll free: 1-800-247-9297 Fax: 718-397-4395 www.britishairways.com Brown Shoe Consumer Care 8300 Maryland Ave. Clayton, MO 63105 314-854-4000 Toll free: 1-800-766-6465 Fax: 314-854-4274 e-mail: info@brownshoe.com www.brownshoe.com Brown-Forman Beverages Worldwide Dianne Hall PO Box 1080 Louisville, KY 40201 502-585-1100 Toll free: 1-800-753-4567 (Canadian Mist) www.Brown-Forman.com Budget Gourmet PO Box 16630 Duluth, MN 55816 Toll free: 1-800-488-0050 Budget Rent-A-Car Corp. PO Box 111580 Carrollton, TX 75011-1580 Toll free: 1-800-621-2844 Fax: 972-404-7869 Bulova Watch Co. Manager 26-15 Brooklyn Queens Expy. Woodside, NY 11377 718-204-3300 (consumer relations) 718-204-3222 (service) Burlington Coat Factory Warehouse Corp. Monroe Milstein, 1830 Route 130 North Burlington, NJ 08016 609-387-7800 Fax: 609-387-7071 www.coat.com Burlington Industries, Inc. Delores Sides 3330 West Friendly Ave. Greensboro, NC 27410 336-379-2472 Fax: 336-379-4504 www.burlington.com Bush Brothers & Company Consumer Relations 1016 E. Weisgarber Road (37909) P.O. Box 52330 Knoxville, TN 37950-2330 865-558-5445 e-mail: letters@bushbros.com www.bushbeans.com CabelaÕs Government Outfitter Government Sales One Cabela Dr. Sidney, NE 69160 308-254-5505, ext. 1347 Toll free: 1-800-242-1596 TDD/TTY: 1-800-695-5000 Fax: 308-254-6680 e-mail: government@cabelas.com www.cabelas.com Caere Corporation 100 Cooper Court Los Gatos, CA 95032 408-395-8319 Toll free: 1-800-654-1187 e-mail: opsales@caere.com www.caere.com Calcomp (plotters) 577 Burning Tree Road Fullerton, CA 92833 Toll free: 1-800-225-2667 Calvin Klein Emily Stone 205 West 39th St., 10th Floor New York, NY 10018 212-719-2600 Calvin Klein Cosmetics Company See: Unilever Cosmetics International Campbell Soup Co. Susan Baranowsky Consumer Response and Information Center 1 Campbell Place Camden, NJ 08103-1701 Toll free: 1-800-257-8443 www.campbellsoup.com Canandaigua Wine Co. Consumer Relations 116 Buffalo St. Canandaigua, NY 14424 716-394-7900 Toll free: 1-888-659-7900 Fax: 716-393-6950 www.cwine.com Canon Computer Systems 15955 Alton Parkway Irvine, CA 92618 949-753-4000 Toll free: 1-800-423-2366 Toll free: 1-800-848-4123 Fax: 949-753-4239 www.ccsi.canon.com Canon U.S.A., Inc. One Canon Plaza Lake Success, NY 11042 516-488-6700 Toll free: 1-800-828-4040 www.usa.canon.com Carfax, Inc. George Bounacos Customer Operations 10304 Eaton Pl., Ste. 500 Fairfax, VA 22030 Toll free: 1-800-274-2277 Fax: 703-218-2853 e-mail: websupport@carfax.com www.carfax.com Carrier Air Conditioning Co. Customer Relations Manager PO Box 4808 Syracuse, NY 13221 315-432-7885 Toll free: 1-800-227-7437 Toll free Bryant Heating and Air Conditioning: 1-800-428-4326 ; Toll free Day & Night Heating and Air Conditioning: 1-800-428-4326 Toll free Payne Heating & Air Conditioning: 1-800-428-4326 Fax: 315-432-6620 www.carrier.utc.com Carter-Wallace, Inc. 1345 Ave. of the Americas New York, NY 10105 212-339-5000 Toll free: 1-800-833-9532 Fax: 212-339-5100 Carvel Corp. 20 Batterson Park Road Farmington, CT 06032-2502 860-677-6811 Toll free: 1-800-322-4848 www.carvel.com Casio, Inc. 570 Mt. Pleasant Ave. Dover, NJ 07801 973-361-5400 Toll free: 1-800-962-2746 Fax: 973-361-3819 www.casio.com CEC Entertainment, Inc. 4441 West Airport Freeway Irving, TX 75062 972-258-8507 Fax: 972-258-8545 www.chuckecheese.com Celestial Seasonings 4600 Sleepytime Dr. Boulder, CO 80301-3292 303-530-5300 Toll free: 1-800-351-8175 www.celestialseasonings.com Ceridian Corp. 3311 East Old Shakopee Bloomington, MN 55425 952-853-8100 infonet.ceridian.net C.F. Hathaway 10 Water St. Waterville, ME 04901 207-873-4241 Toll free: 1-800-341-1003 Fax: 207-873-8390 www.hathaway.com Chanel, Inc. Consumer Relations 9 West 57th St., 44th Floor New York, NY 10019-2790 212-688-5055 Fax: 212-752-1851 www.chanelusa.com Chattem, Inc. 1715 West 38th St. Chattanooga, TN 37409 423-821-4571 Toll free: 1-800-745-2429 www.chattem.com Chesebrough-PondÕs, USA Linnea Johnson Consumer Services 800 Sylvan Ave. Englewood Cliffs, NJ 07632 Toll free: 1-800-743-8640 Toll free: 1-800-786-5135 www.unilever.com Chevron Products Co. Melanie Leach PO Box 42818 Houston, TX 77242 Toll free: 1-800-962-1223 Fax: 713-219-5324 www.chevroncreditcard.com Chicken of the Sea International Dennis Mussell 4510 Executive Dr., Suite 300 San Diego, CA 92121 858-597-4242 Fax: 858-597-4566 Chuck E. CheeseÕs Restaurants See: CEC Entertainment, Inc. Church & Dwight Company, Inc. Nancy Sevinsky Consumer Relations 469 North Harrison St. Princeton, NJ 08543-5297 609-683-5900 Toll free: 1-800-524-1328 e-mail: website@churchdwight.com www.armhammer.com CIBA Vision Consumer Relations 11460 Johns Creek Parkway Duluth, GA 30045 Toll free: 1-800-875-3001 www.cibavision.com CIE America Customer Service 2701 Dow Ave. Tustin, CA 92780 310-643-9827, ext. 305 Toll free: 1-800-877-1421 Fax: 714-368-4880 www.citoh.com CIGNA Property and Casualty Companies Mark Whiter 1601 Chestnut St. Philadelphia, PA 19101-1484 215-761-1000 or 215-761-2489 www.cigna.com Circuit City Stores, Inc. 9950 Mayland Dr. Richmond, VA 23233 804-527-4000 Toll free: 1-800-627-2274 Fax: 804-342-6481 www.circuitcity.com Citizen Watch Company of America Executive Secretary 1000 W. 190th St. Torrence, CA 90502 310-649-0991 Toll free: 1-800-321-1023 www.citizenwatch.com Clopay Building Products Co. Bob Saske 312 Walnut St., Suite 1600 Cincinnati, OH 45202-4036 Toll free: 1-800-225-6729 Fax: 513-762-3519 www.clopay.com Clorox Co. Consumer Services Manager 1221 Broadway Oakland, CA 94612-1888 Toll free: 1-800-292-2200 (laundry brands); Toll free: 1-800-835-4523 (GLAD); Toll free: 1-800-227-1860 (household surface cleaners); Toll free: 1-800-426-6228 (insecticides); Toll free: 1-800-242-7482 (water purification systems) www.clorox.com Coats & Clark, Inc. Craft & Yarn Division PO Box 12229 Greenville, SC 29612-0229 864-877-8985 Toll free: 1-800-648-1479 www.coatsandclark.com The Coca-Cola Co. Industry and Consumer Affairs PO Box 1734 Atlanta, GA 30301 404-676-2121 Toll free: 1-800-438-2653 TDD toll free: 1-800-262-2653 Fax: 404-676-4903 www.thecocacolacompany.com Coldwell Banker Corp 339 Jefferson Road PO Box 259 Parsippany, NJ 07054-3259 973-912-4000 Toll free: 1-800-732-5867 Fax: 973-912-4005 The Colgate-Palmolive Company* Jan Guifarro 300 Park Ave. New York, NY 10022 212-310-2000 Toll free: 1-800-468-6502 Toll free: 1-800-763-0246 Fax: 212-310-3243 www.colgate.com Collins & Aikman Products Co. PO Box 32665 Charlotte, NC 28232 704-547-8500 Fax: 704-548-2172 Colonial Penn Group, Inc. Robert Vickery 399 Market St., 5th Floor Philadelphia, PA 19181 215-928-8000 Toll free: 1-800-523-1700 (auto customer service); Toll free: 1-800-523-2800 (homeowner customer service); Toll free: 1-800-523-4000 (health customer service); Toll free: 1-800-523-9100 (life customer service) www.colonialpenn.com Columbia Gas of Ohio PO Box 117 Columbus, OH 43216-0117 Toll free: 1-800-344-4077 TDD/TTY: 1-977-460-2443 Fax: 614-450-5502 www.columbiagasohio.com The Columbia House Company 1400 N. Fruitridge Ave. Terre Haute, IN 47811 812-242-7500 (music) 812-242-7913 (video and DVD) Toll free: 1-800-965-9665 (audiobook) www.columbiahouse.com Combe Incorporated. 1101 Westchester Ave. White Plains, NY 10604-3503 914-694-5454 Toll free: 1-800-431-2610 (consumer affairs) Toll free: 1-800-873-7400 (product questions) Fax: 914-694-6320 www.combe.com Compaq Computer Corporation PO Box 692000 Houston, TX 77269 281-370-0670 Toll free: 1-800-852-6672 (technical support) Toll free: 1-800-345-1518 (product information) Fax: 970-282-9225 www.compaq.com Computer Associates PO Box 3391 Tulsa, OK 74101-3391 918-838-7638 405-947-5600 (Oklahoma City) Toll free: 1-800-722-9095 Fax: 918-836-5918 e-mail: TLH@dreyersoftware.com www.dreyersoftware.com ConAgra Frozen Foods Consumer Affairs PO Box 3768 Omaha, NE 68103-0768 402-595-6000 Toll free: 1-800-722-1344 Fax: 402-595-7880 e-mail: cffcr@conagrafrozen.com www.conagra.com ConAgra Grocery Products Company PO Box 4800 Fullerton, CA 92833 714-680-1431 Congoleum Corp. Brian Quigley 3700 Quakerbridge Rd. Mercerville, NJ 08619 609-584-3610 Toll free: 1-800-274-3266 Fax: 609-584-3521 www.congoleum.com Consolidated Stores Corp. Customer Relations 300 Phillipi Rd., PO Box 28512 Columbus, OH 43228-0512 614-278-6800 Toll free: 1-800-877-1253 e-mail: talk2us@cnstores.com www.cnstores.com Consumer Credit Counseling Service of Greater Washington, Inc. 15847 Crabbs Branch Way Rockville, MD 20855 301-590-1010 Toll free: 1-800-747-4222 e-mail: info@cccsdc.org www.cccsdc.org Continental Airlines, Inc. PO Box 4607-HQ SCR Houston, TX 77210-4607 Toll free: 1-800-932-2732 e-mail: custo@coair.com www.continental.com Continental/General Tire, Inc. Ron Forsyth Consumer Relations 1800 Continental Blvd. Charlotte, NC 28273 Toll free: 1-800-847-3349 Fax: 1-888-TIREFAX (847-3329) e-mail: tirefix@gentire.com www.contigentire.com Converse, Inc. Customer Service Group One Fordham Road North Reading, MA 01864-2680 Toll free: 1-800-428-CONS (1-800-428-2667) Fax: 508-664-7440 www.converse.com Conwood Company, L.P. 813 Ridge Lake Blvd. Memphis, TN 38120 901-761-2050 or 901-767-1302 Toll free: 1-800-238-5990 www.cwdlp.com Coors Brewing Co. Toni Houck Consumer Relations 311 10th St. - NH475 Golden, CO 80401 303-279-6565 Toll free: 1-800-642-6116 Fax: 303-277-5415 Corel Corporation 1600 Carling Ave. Ottawa, ON K1Z 8R7 Canada Toll free: 1-800-772-6735 (Buffalo, NY) Toll free: 1-877-422-6735 Fax: 613-728-0826, ext. 3080 (fax back); 613-761-9176 (customer service) e-mail: custserv@corel.com Craftmatic Organization, Inc. 2500 Interplex Dr. Trevose, PA 19053-6998 215-639-1310 Toll free: 1-800-677-8200 (service) Toll free: 1-800-828-1033 (consumer affairs) Fax: 215-639-9941 www.craftmatic.com Creative Labs 1523 Cimarron Plaza Stillwater, OK 74075 405-742-6622 or 405-742-6655 405-742-2160 (NT+ 052 users) Toll free: 1-800-998-5227 Toll free: 1-800-998-1000 (customer service) Fax: 405-742-6633; 405-372-5227 (fax back) e-mail: 72662.3046@compuserv.com www.creativelabs.com Cuisinart (Division of Conair Co.) Peter Cammarata, One Cummings Point Road Stanford, CT 06904 203-975-4600 609-426-1300 (in NJ) Toll free outside NJ: 1-800-726-0190 Toll free: 1-800-726-6247, ext. 4605 Fax: 203-975-4660 e-mail: cuisinart@conair.com www.cuisinart.com Culligan International Co. Office of the President One Culligan Parkway Northbrook, IL 60062 Toll free: 1-800-947-4759 Fax toll free: 1-888-777-8715 e-mail: consumeraffairs@culligan.com www.culligan.com Cumberland Packing Corporation Marvin Eisenstadt Sweet ÔN Low Two Cumberland St. Brooklyn, NY 11205 718-858-4200 Fax: 718-260-9017 www.sweetnlow.com Current, Inc. 1005 East Woodmen Road Colorado Springs, CO 80920 719-531-2717 or 719-594-4100 Toll free: 1-800-525-7170 Fax: 719-531-6510 www.currentcatalog.com CVS/pharmacy Customer Relations Department One CVS Dr. Woonsocket, RI 02895 401-765-1500 Toll free: 1-800-666-0500 Fax: 401-762-6949 www.cvs.com Cyrix 2703 North Central Expressway Richardson, TX 75080 972-968-8387 Toll free: 1-800-462-9749 Fax: 972-679-9857 www.cyrix.com Dairy Queen PO Box 39286 7505 Metro Blvd. Minneapolis, MN 55439-0286 612-830-0200 Fax: 612-830-0480 www.dairyqueen.com The Dannon Co., Inc. Eileen Troise PO Box 90296 Allentown, PA 18109-0296 Toll free: 1-877-DANNON US Toll free: 1-877-326-6668 Fax: 610-231-8597 e-mail: dannon@casupport.com www.dannon.com Danskin Shelby Snyder PO Box 15016 York, PA 17405-7016 717-840-5817 Toll free: 1-800-288-6749 Fax: 717-840-5855 DAP Products, Inc. Matt Stewart, Regulatory & Environmental Affairs 2400 Boston St., Ste. 200 Baltimore, MD 21224 410-675-2100 Toll free: 1-800-543-3840 Fax: 410-558-1097 e-mail: mstewart@dap.com www.dap.com Deere & Company Corporate Communications 1 John Deere Place Moline, IL 61265-8098 309-765-8000 www.deere.com Del Laboratories, Inc. Consumer Relations 565 Broad Hollow Road Farmingdale, NY 11735 516-844-2020 Toll free: 1-800-952-5080 Toll free: 1-800-953-5080 Fax: 516-293-1515 e-mail: del1@dellabs.com www.dellabs.com Del Monte Foods PO Box 193575 San Francisco, CA 94119-3575 415-247-3000 Toll free: 1-800-543-3090 Fax: 415-247-3080 Delta Air Lines, Inc. Customer Care PO Box 20980 Atlanta, GA 30320-2980 404-715-1450 Fax: 1-888-286-3163 (Toll free within U.S. and Canada) www.delta.com Delta Faucets Company 55 East 111th St., PO Box 40980 Indianapolis, IN 46280 317-848-1812 or 317-574-5555 Toll free: 1-800-345-3358 www.deltafaucet.com Deneba Software 1150 NW 72nd Ave. Miami, FL 33126 305-596-5644 Toll free: 1-800-622-6827 Fax: 305-273-9069 e-mail: support@deneba.com www.deneba.com DennyÕs, Inc. 203 East Main St. Spartanburg, SC 29319 864-597-8000 Toll free: 1-800-7DENNYS www.dennys.com Dep Corp. George Andrassy 2101 East Via Arado Rancho Dominguez, CA 90220-6189 310-604-0777 Fax: 310-537-3679 The Dial Corporation Betty Scott 15101 North Scottsdale Rd. Scottsdale, AZ 85254-1619 480-754-3425 Toll free: 1-800-258-DIAL (1-800-258-3425) Toll free:1-800-528-0849 www.dialcorp.com Diamond Multimedia 835 Sinclair Frontage Road Milpitas, CA 95035 541-967-2450 Toll free: 1-800-727-8772 Fax: 408-325-7070 www.diamondmm.com Diamond of California Donna Samelson 1050 South Diamond St. Stockton, CA 95201 209-467-6260 Fax: 209-467-6205 e-mail: dsamelso@diamondofcalifornia.com www.diamondofcalifornia.com Diet Center Worldwide, Inc. 395 Springside Dr. Akron, OH 44333 330-665-5861 Fax: 330-666-2197 www.dietcenterworldwide.com Digital Equipment Corp. 20555 State Hwy. 249 Houston, TX 77070 281-370-0670 Toll free: 1-800-332-4636 Toll free: 1-800-344-4825 (Digital) www.digital.com DillardÕs, Inc. 1600 Cantrell Road Little Rock, AR 72201 501-376-5200 Fax: 501-376-5917 www.dillards.com Diners Club International 7958 S. Chester Englewood, CO 80112 303-799-9000 Toll free: 1-800-234-6377 Fax: 303-649-2891 www.dinersclubus.com D-Link Systems 53 Discovery Dr. Irvine, CA 92618 949-788-0805 Toll free: 1-800-326-1688 Fax: 949-753-7033 e-mail: tech@irvine.dlink.com www.dlink.com Dole Food Company, Inc. Karen Brill One Dole Dr. Westlake Village, CA 91362-7300 818-874-4000 Toll free: 1-800-232-8888 Fax: 818-874-4997 www.dole.com Dollar Rent A Car Systems, Inc. Charles Boyce Customer Center CIMS 7082, 5330 East 31st St. P.O. Box 33167 Tulsa, OK 74153-1167 918-669-3000 Toll free: 1-800-800-5252 Toll free: 1-800-800-6080 Fax: 918-669-8596 e-mail: cboyce@dollar.com www.dollar.com DominoÕs Pizza, Inc. David Brandon Customer Service PO Box 997 30 Frank Lloyd Wright Drive Ann Arbor, MI 48106 313-930-3030 Toll free: 1-888-DOMINOS www.dominos.com DowBrands Consumer Affairs PO Box 68511 Indianapolis, IN 46268-0511 317-260-2000 Toll free: 1-800-428-4795 Fax: 317-873-8564 www.dowclean.com Dr Pepper/Seven Up, Inc. Phillippa Dworkin 5301 Legacy Dr. P.O. Box 869077 (75086-9077) Plano, TX 75024 972-673-7000 Toll free: 1-800-527-7096 Fax: 972-673-7171 e-mail: phillippa_dworkin@dpsu.com www.dpsu.com Dunkin Donuts of America/Baskin Robbins Jack Shaefer PO Box 317 Randolph, MA 02368 781-961-4000 www.dunkindonuts.com Dunlop Tire Corp. Bob Pokrzyk PO Box 1109 Buffalo, NY 14240-1109 716-639-5439 Toll free: 1-800-548-4714 Fax toll free: 1-800-253-6702 e-mail: rpokrzyk@dunloptire.com www.dunloptire.com DuPont Co. Barley Mill Plaza Reeves Mill Building Wilmington, DE 19880-0010 302-774-1000 Toll free: 1-800-441-7515 www.dupont.com Duracell North America (Division of Gillette, Inc.) Duracell Dr. Bethel, CT 06801 203-796-4304 Toll free: 1-800-551-2355 TTY toll free: 1-800-341-0654 Fax: 203-796-4565 www.duracell.com Eastman Kodak Co. Americas Call Center Operations 343 State St. Rochester, NY 14650-3103 716-724-4000 Toll free: 1-800-242-2424 www.kodak.com Eckerd Corporation See also: JCPenney Cheryl Thonen Customer Service 8333 Bryan Dairy Road P.O. Box 4689 Clearwater, FL 33758 727-395-6000 Toll free: 1-800-325-3737 TTY toll free: 1-800-760-4833 Fax: 727-395-7063 e-mail: eckcserv@eckerd.com www.eckerd.com Eddie Bauer, Inc. 15010 Northeast 36th St. Redmond, WA 98052 425-755-6100 Toll free: 1-800-426-6253 Fax: 425-882-6383 e-mail: eddiebauer@aol.com www.eddiebauer.com Edmund Scientific Co. 101 East Gloucester Pike Barrington, NJ 08007-1380 856-547-3488 Toll free: 1-800-728-6999 Fax: 856-547-3292 Eizo Nanao Technologies 5710 Warland Dr. Cypress, CA 90630 Toll free: 1-800-800-5202 Toll free: 1-800-416-3539 (fax on demand) Fax: 562-431-4811 www.eizo.com Eli Lilly & Co. Lilly Corporate Center Indianapolis, IN 46285 317-276-2000 Toll free: 1-800-545-5979 www.lilly.com Elizabeth Arden, Inc. Consumer Relations Department 200 First Stamford Pl., 3rd Fl. Stamford, CT 06902 Toll free: 1-800-227-2445 www.elizabetharden.com E-Machines 1211 Alderwood Ave. Sunnyvale, CA 94089 408-541-1720 Emery Worldwide (A CNF Company) One Lagoon Dr. Redwood City, CA 94065 650-596-9600 Toll free: 1-800-227-1981 Fax: 650-596-7983 www.emeryworld.com Encore Marketing International, Inc. Manager 4501 Forbes Blvd. Lanham, MD 20706 301-459-8020 Toll free: 1-800-638-0930 Toll free: 1-800-444-9800 (Customer Service) Fax: 301-731-0525 www.encoremarketing.com Encyclopedia Britannica, Inc. Public Relations 310 South Michigan Ave. Chicago, IL 60604-4293 312-347-7000 Toll free: 1-800-747-8503 (product information) Fax: 312-347-7399 www.eb.com Epson 3840 Kilroy Airport Way Long Beach, CA 90806 310-782-0770 Toll free: 1-800-GO-EPSON (1-800-463-7766) www.epson.com The Equitable Co., Inc. Carolann Mathews 1290 Ave. of the Americas 12th Floor New York, NY 10104 212-554-1234 www.eqitable.com Ernest & Julio Gallo Winery Tedi Burris Consumer Relations PO Box 1130 Modesto, CA 95353 209-341-3161 Fax: 209-341-6600 www.gallo.com Esprit de Corps 900 Minnesota St. San Francisco, CA 94107-3000 415-648-6900 Toll free: 1-800-4ESPRIT Fax: 415-550-3960 www.esprit.com The Estee Lauder Companies, Inc. Adair Sampogna Consumer Communications 767 Fifth Ave. New York, NY 10153 646-602-7551 or 646-602-7552 Fax: 646-602-7553 e-mail: asampogn@estee.com www.elcompanies.com The Eureka Co. Rick Gremer 807 North Main St. Bloomington, IL 61701 309-823-5735 Toll free: 1-800-282-2886 (warranty center) www.eureka.com Experian National Consumer Assistance Center PO Box 2002 Allen, TX 75013 Toll free: 1-888-397-3742 www.experian.com Exxon ExxonMobil Customer Relations PO Box 1537 Exton, PA 19341 Toll free: 1-800-243-9966 www.exxonmobil.com Farallon Communications, Inc. Customer Service 3089 Teagarden St. San Leandro, CA 94577 510-346-8001 e-mail: userid@farallon.com www.farallon.com Family Circle Magazine 375 Lexington Ave. New York, NY 10017-5514 212-499-2000 www.familycircle.com Farm Rich See: Rich-Seapak Corporation Faultless Starch/Bon Ami Co. Consumer Affairs Department 1025 West Eighth St. Kansas City, MO 64101-1200 816-842-1230 Fax: 816-842-4328 www.agelong.com Federal Express Corp. Glenn Pearson PO Box 727, Department 1845 Memphis, TN 38194-1845 901-369-3600 Toll free: 1-800-238-5355 Fax: 901-911-1539 e-mail: webmaster@fedex.com Federated Department Stores Paula Coffey-Johnson 7 West Seventh St. Cincinnati, OH 45202 513-579-7000 Fax: 513-579-7185 www.federated-fds.com First Union National Bank 1525 West W.T. Harris Blvd. Charlotte, NC 28212 Toll free: 1-800-733-3862 www.firstunion.com Fisher-Price Consumer Affairs Manager 636 Girard Ave. East Aurora, NY 14052 716-687-3000 Toll free: 1-800-432-5437 TDD toll free: 1-800-382-7470 Fax: 716-687-3494 www.fisher-price.com Florist Transworld Delivery Associates (FTD) 3113 Woodcreek Dr. Downers Grove, IL 60515 630-719-7800 Toll free: 1-800-669-1000 Flowers Industries, Inc. Marta Turner PO Box 1338, 1919 Flowers Cir. Thomasville, GA 31757 912-226-9110 Fax: 912-226-1318 www.flowersindustries.com Forma Quality/Forma Scientific See: Thermo Forma Fort James Corp. Ophelia Millon PO Box 6000 Norwalk, CT 06856-6000 203-854-2458 Toll free: 1-800-243-5384 Foster & Gallagher, Inc. Cindy Faulkrier 6523 North Galena Road Peoria, IL 61632 309-691-4610 (Mon.-Fri., 8:30 a.m.-5 p.m.) or 309-691-3633 (Mon.-Fri. after 5:15 p.m.) Toll free: 1-800-447-0878 Fax: 309-589-2017 The Franklin Mint U.S. Route One Franklin Center, PA 19091 610-459-6000 Toll free: 1-800-523-7622 Fax: 610-459-6040 www.franklinmint.com Frigidaire Home Products PO Box 212378 Augusta, GA 30917 706-860-4110 Toll free: 1-800-451-7007 Fax: 614-792-4092 www.frigidaire.com Frito-Lay Cathy Dial Consumer Affairs 7701 Legacy Dr. Plano, TX 75024 972-334-5022 Toll free: 1-800-352-4477 Fax: 972-334-5071 www.fritolay.com Fruit of the Loom, Inc. Consumer Services One Fruit of the Loom Dr. Bowling Green, KY 42102-9015 270-781-6400 e-mail: consumer.srv@fruit.com www.fruit.com Fuji Photo Film USA, Inc. Marianne Salibene 1100 King George Post Edison, NJ 08837 Toll free: 1-800-800-FUJI (3854) Fax: 732-857-3487 www.fujifilm.com Fujitsu Computer Products of America 2904 Orchard Parkway San Jose, CA 95134 408-432-6333 Toll free: 1-800-626-4686 (tech support) Fax: 408-894-1709 www.fcpa.com Fuller Brush Co. Customer Service PO Box 1247 Great Bend, KS 67530-0729 620-792-1711 Toll free: 1-800-523-3794 Fax: 620-793-4523 www.fullerbrush.com FWB Software 2722 Gough St. San Francisco, CA 94123 415-345-4300 Fax: 415-345-4358 e-mail: info@fwb.com www.fwb.com Galoob Toys, Inc. Manager 500 Forbes Blvd. South San Francisco, CA 94080 415-508-2400 Toll free: 1-800-934-8697 Fax: 650-952-7084 www.galoob.com General Electric Co. 502-452-5783 For information on GE consumer products and services, call GE Answer Center¨ service toll free: 1-800-626-2000 General Mills, Inc. PO Box 1113 Minneapolis, MN 55440-1113 Toll free: 1-800-336-9331 (Bisquick); Toll free: 1-800-328-6787 (Betty Crocker); Toll free: 1-800-328-1144 (cereals) Toll free: 1-800-967-5248 (Yoplait) Fax: 763-764-8330 www.generalmills.com General Motors Acceptance Corp. (GMAC) GMAC Customer Relations PO Box 531000 Livonia, MI 48153 Toll free: 1-800-441-9234 TDD toll free: 1-800-833-4622 www.gmacfs.com The Generra Company Alan Bobin 3920 North 34th St. #300 Seattle, WA 98103 206-728-6888 Fax: 206-467-9326 www.generra.com Georgia-Pacific Corp. PO Box 105605 Atlanta, GA 30348-5605 Toll free: 1-800-Build GP (Consumer Response Center, Building Products) Toll free: 1-800-635-6672 (Papers-imaging and Printing) www.gp.com Georgia-Pacific Corp. 2300 Windy Ridge Parkway Atlanta, GA 30339 404-652-4000 Toll free: 1-800-BUILD-GP (1-800-284-5347) www.gp.com Gerber Products Co. Consumer Response 445 State St. Fremont, MI 49413 231-928-2109 Toll free: 1-800-4-GERBER Fax: 231-928-2423 Giant Food, Inc. Odonna Mathews PO Box 1804, Department 597 Washington, DC 20013 301-341-4365 TDD: 301-341-4327 Fax: 301-618-4968 www.giantfood.com Gillette Co. Ruth Cote PO Box 61 Boston, MA 02199 617-421-7000 Toll free: 1-800-GILLETTE Fax: 617-463-3410 www.gillette.com GlaxoSmithKline Consumer Healthcare Laurie Garvey, Consumer Healthcare PO Box 1467 (zip 15205) Pittsburgh, PA 15230 412-928-1000 Toll free: 1-800-245-1040 Fax: 412-928-5864 www.GSK.com The Glidden Co. 925 Euclid Ave. Cleveland, OH 44115 216-344-8000 Toll free: 1-800-GLIDDEN Fax: 216-344-8900 www.ici.com Global Village 1377 Clint Moore Road Boca Raton, FL 33487 561-997-6227 Toll free: 1-888-417-0555 (current versions of modems) Toll free: 1-800-336-2009 (customer service) Fax: 561-523-2546 The Golden Grain Co. 4576 Willow Road Chicago, IL 60610 Toll free: 1-800-421-2444 www.ricearoni.com Goldstar (L.G. Electronics) PO Box 6126 Huntsville, AL 35824 256-772-8860 Toll free: 1-800-243-0000 Fax toll free: 1-800-448-4026 The Goodyear Tire & Rubber Co. 1144 East Market St. Akron, OH 44316 Toll free: 1-800-321-2136 e-mail: consumer_relations@goodyear.com www.goodyear.com GordonÕs Jewelers A Subsidiary of Zale Corporation 901 West Walnut Hill Lane Irving, TX 75038-1003 972-580-4924 Fax: 972-580-5286 Greyhound Lines, Inc. PO Box 660362 Dallas, TX 75266-0362 214-849-8000 www.greyhound.com GTCO Calcomp Eric Timmons Digitizers & Scanners 14555 North 82nd St. Scottsdale, AZ 85260 480-948-6540 Toll free: 1-800-458-5888 Fax: 480-443-2254 e-mail: etimmons@gtcocalcomp.com www.calcomp.com GTE Corp. One Stanford Forum Stanford, CT 06904 Toll free: 1-800-643-0997 www.gte.com Guess? Inc. Gabby Rios 1444 South Alameda St. Los Angeles, CA 90021 213-765-3100 Toll free: 1-800-394-8377 Fax: 213-744-0855 www.guess.com Guinness UDV Six Landmark Square Stanford, CT 06901-2704 203-323-3311 Toll free: 1-800-521-1591 Fax: 203-359-7209 www.guinness.com H&R Block, Inc. 4400 Main St. Kansas City, MO 64111-9986 816-753-6900 Toll free: 1-800-829-7733 Fax: 816-932-1800 www.hrblock.com Hain Celestial Group 16007 Camino de la Cantera Irwindall, CA 91706-7811 Toll free: 1-800-265-6453 www.hain-celestial.com Hallmark Cards, Inc. Manager of Consumer Affairs PO Box 419580 2501 McGee Avenue Kansas City, MO 64141-6580 816-274-5111 Toll free: 1-800-425-6275 Toll free: 1-800-425-5627 www.hallmark.com Hanes and Hanes Her Way Underwear (Division of Sara Lee Corp.) Carol Tucker Consumer Services PO Box 3013 (Zip 27102) or 475 Corporate Square Drive Winston-Salem, NC 27105 Toll free: 1-800-994-4348 Fax: 336-519-4226 www.hanes.com Hanes Hosiery (Division of Sara Lee Corp.) Carol Brown PO Box 225 401 Hanes Mill Rd Winston-Salem, NC 27105 Toll free: 1-800-342-7070 Fax: 336-519-2154 www.haneshosiery.com Hartz Mountain Corp. Nancy Moland Consumer Relations 400 Plaza Dr. Secaucus, NJ 07094 201-271-4800 www.hartz.com Hasbro, Inc. Doreen Mars Consumer Affairs Department PO Box 200 Pawtucket, RI 02862 Toll free: 1-800-242-7276 (Headquarters) Toll free: 1-800-255-5516 Fax: 401-431-8082 e-mail: Consumer_support @hasbro.com www.hasbro.com Hearth Technologies, Inc. 20802 Kensington Blvd. Lakevillle, MN 55044 952-985-6000 Fax: 952-985-6007 www.fireplaces.com Heinz Frozen Foods PO Box 10 Boise, ID 83707 Toll free: 1-800-892-2401 www.oreida.com Heinz U.S.A. PO Box 57, 357 6th Avenue Pittsburgh, PA 15222-2530 412-237-5740 Fax: 412-237-4230 www.heinz.com Hershey Food Corp. Pamela Brightbill 100 Crystal A Dr. Hershey, PA 17033 717-534-7622 Toll-free: 1-800-468-1714 e-mail: pr@hersheys.com www.hersheys.com Hertz Corp. Customer Relations 225 Brae Blvd. Park Ridge, NJ 07656 201-307-2000 Toll free: 1-800-654-3131 (reservations) Fax: 201-307-2928 www.hertz.com Hewlett-Packard Co. Francesca Rude PO Box 10301 Palo Alto, CA 94303 650-857-1501 Fax: 650-813-3254 e-mail: francesca_rude@hp.com www.hp.com Highfalls Brewing Co., Inc. 445 St. Paul St. Rochester, NY 14605 716-546-1030 Toll free: 1-800-SAY-GENNY (1-800-729-4366) Fax: 716-546-5011 www.highfalls.com Hillshire Farm & KahnÕs Consumer Affairs - Sara Lee Corp. 3241 Spring Grove Ave. PO Box 25111 Cincinnati, OH 45225 Toll free: 1-800-328-2426 Fax: 513-853-1626 www.hillshirefarm.com Hilton Hotels Corp. Bill Brooks 9336 Civic Center Dr. Beverly Hills, CA 90210 310-278-4321 Fax: 310-205-4437 www.hilton.com Home Depot, Inc. Steve Sapsford 2455 Paces Ferry Road, NW Atlanta, GA 30339 770-433-8211 Toll free: 1-800-553-3199 Fax: 770-384-3440 www.homedepot.com Home Shopping Network One HSN Dr. St. Petersburg, FL 33729 727-872-1000 Toll free: 1-800-284-3900 www.hsn.com Hometouch Mortgage Daniel Thiel 333 W. Wacker Dr., Ste. 1410 Chicago, IL 60606 312-263-4663 Toll free: 1-888-824-4663 Fax toll free: 1-877-325-4663 e-mail: dthiel2425@aol.com www.hometouchmortgage.com Hoover Co. Larry Calder 101 East Maple North Canton, OH 44720 330-499-9499 Toll free: 1-800-944-9200 Fax: 330-497-5065 www.hoover.com Hormel Foods Co. Rochelle Kroc Consumer Affairs One Hormel Place Austin, MN 55912-9989 507-437-5032 Toll free: 1-800-523-4635 Fax: 507-437-9852 e-mail: rakroc@hormel.com www.hormel.com Howard Johnson, Inc. 3400 NW Grand Ave. Phoenix, AZ 85017 602-264-9164 Fax: 602-264-7633 www.hojo.com Huffy Bicycle Co. Consumer Relations 401 Pleasant Valley Dr. Springboro, OH 45060 Toll free: 1-800-872-2453 Fax: 513-704-5980 www.huffy.com Humana, Inc. 500 West Main St. P.O. Box 1438 Louisville, KY 40201-1438 502-580-1000 Toll free: 1-800-664-4140 www.humana.com Hunt-Wesson, Inc. See: Orville Redenbacher Hyatt Hotels & Resorts John Roman 200 West Madison St., 30th Fl. Chicago, IL 60606 312-750-1234 Toll free: 1-800-228-3336 Fax: 402-593-5151 www.hyatt.com IBM Computers 1500 Riveredge Parkway Atlanta, GA 30328 919-517-2480 or 770-858-5980 Toll free: 1-800-426-7763 (PC help center) Toll free: 1-800-426-4968 (customer service) Fax: 770-644-5530 www.ibm.com IBM International Support Center 1 New Orchard Road Armonk, NY 10504 914-499-1900 Toll free: 1-800-IBM-4YOU (1-800-426-4968) TDD/TTY toll free: 1-800-426-4832 e-mail: askibm@vnet.ibm.com www.ibm.com Improvements 23297 Commerce Park Beachwood, OH 44122 Toll free: 1-800-642-2112 (customer service) Fax: 513-704-5980 www.improvementscatalog.com Inglenook Vinyards Consumer Relations 12667 Road 24 Madera, CA 93639 Toll free: 1-800-726-4422 www.inglenook.com Intel 1900 Prairie City Road Folsom, CA 95630 916-377-7000 (switchboard) 916-356-8080 Toll free: 1-800-628-8686 (technical support and information) Fax: 1-800-525-3019 (fax back); 916-356-6660 www.intel.com Iomega 1821 West Iomega Way Roy, UT 84067 801-778-1000 (headquarters) 801-778-5875 (technical support, 8 a.m. Ð 12 p.m. MST) 801-629-7629 Toll free: 1-800-450-5522 Toll free: 1-888-4-IOMEGA (1-888-446-6342) Fax: 801-779-5632 www.iomega.com J. Baker, Inc. Mark Beaudouin 555 Turnpike Street Canton, MA 02021 781-828-9300 Fax: 781-821-0614 J.P. Morgan Chase and Company 270 Park Ave. New York, NY 10017 212-270-6000 www.jpmorganchase.com Jackson & Perkins Nursery Stock Manager 2518 South Pacific Highway Medford, OR 97501 Toll free: 1-800-872-7673 Fax toll free: 1-800-242-0329 www.jacksonandperkins.com Jameson Hospitality, LLC Tony Maness, Jameson Inns & Signature Inns 8 Perimetse Center East Suite 8050 Atlanta, GA 30346 770-901-9020 Fax: 770-901-9550 www.jamesoninns.com JCPenney Co., Inc. See Also: Eckerd Corporation Joan McComb PO Box 10001 Dallas, TX 75301-7303 972-431-1000 Fax: 972-431-9140 www.jcpenney.com Jenn Air-Maytag Appliance Sales Company 240 Edwards St. Cleveland, TN 37311 Toll free: 1-800-688-1100 TDD toll free: 1-800-688-2080 www.jennair.com Jenny Craig International 11355 North Torrey Pines Road LaJolla, CA 92037 858-812-7000 Fax: 858-812-2700 www.jennycraig.com Jiffy Lube International, Inc. Ken Williams PO Box 4458 Houston, TX 77210 713-546-3948 Toll free: 1-800-344-6933 Fax: 713-546-8366 Jockey International, Inc. 2300 60th St. P.O. Box 1417 (53141-1417) Kenosha, WI 53140 262-658-8111 Fax: 262-658-1812 www.jockey.com John Hancock Mutual Insurance Co. PO Box 111 Boston, MA 02117 617-572-6385 Toll free: 1-800-732-5543 TDD toll free: 1-800-832-5282 Fax: 617-572-8707 www.jhancock.com Johnny AppleseedÕs, Inc. 30 Tozar Road Beverly, MA 01915 978-922-2040 Toll free: 1-800-767-6666 Fax toll free: 1-800-755-7557 Johns-Manville Corporation PO Box 5108 Denver, CO 80217-5108 303-978-2000 Toll free: 1-800-654-3103 Fax: 303-978-2318 (product information) www.jm.com Johnson & Johnson Consumer Products, Inc. 199 Grandview Road Skillman, NJ 08558 908-874-1000 www.jnj.com Johnson Publishing Co., Inc. Martha Davis 820 South Michigan Ave. Chicago, IL 60605 312-322-9200 (written complaints only) www.ebony.com Jordache Enterprises, Inc. 1400 Broadway New York, NY 10018 212-944-1330 www.jordache.com Joseph E. Seagram & Sons, Inc. Lanor Keitt 3 Gannett Dr. White Plains, NY 10604 914-641-4218 Fax: 212-572-1264 e-mail: consumer_relations @seagrams.com Jostens 148 E. Broadway Owatonna, MN 55060 507-455-6100 Toll free: 1-800-854-7464 www.jostens.com Just Born, Inc Donna Burkit 1300 Stefko Blvd. Bethlehem, PA 18017 610-867-7568 Toll free: 1-800-445-5787 Fax toll free: 1-800-543-4981 e-mail: dburkit@justborn.com www.marshmallowpeeps.com Just My Size Clothing Co. (Division of Sara Lee Corp.) Carol Brown PO Box 1938, 401 Hanes Mill Rd. Winston-Salem, NC 27105 Toll free: 1-888-567-3487 www.jms.net Just My Size Panties (Division of Sara Lee Corp.) Carol Tucker Consumer Services PO Box 3013 (Zip 27102) 475 Corporate Square Drive Winston-Salem, NC 27105 Toll free:1-888-567-3487 or 1-800-994-4348 Fax: 336-519-4226 JVC Company of America Michael Colicchio Customer Relations 1700 Valley Road Wayne, NJ 07494 973-315-5000 Toll free: 1-800-252-5722 Fax: 973-315-5042 e-mail: customerrelation @jvcamerica.com www.jvcservice.com Kawasaki Motor Corp., U.S.A. PO Box 25252 Santa Ana, CA 92799-5252 949-770-0400 Fax: 949-460-5629 www.kawasaki.com Keebler Company Consumer Affairs PO Box 1, Hallow Tree Lane Elmhurst, IL 60126 630-833-2900 Fax: 630-833-6961 www.keebler.com Kellogg Company Consumer Affairs PO Box CAMB Battle Creek, MI 49016-1986 616-961-2000 Toll free: 1-800-962-1413 Toll free: 1-800-962-1516 Fax: 616-961-9033 e-mail: emailus@kellogg.com www.kelloggs.com Kelly Springfield Tire Co. 12501 Willow Brook Road, SE Cumberland, MD 21502-2599 301-777-6000 Fax: 301-777-6008 www.kelly-springfield.com Kemper Insurance Companies Nancy Brebner 1 Kemper Dr., 11-SE Long Grove, IL 60049 847-320-3237 Toll free: 1-800-833-0355 www.kemperinsurance.com Kenner See: Hasbro, Inc. Kensington Technology Group 2855 Campus Dr. San Mateo, CA 94403 650-572-2700 Toll free: 1-800-535-4242 Fax: 650-572-9675 www.kensington.com Keytronic Corporation PO Box 14687 Spokane, WA 99214 509-928-8000 Toll free: 1-800-262-6006 (technical support and sales) Fax: 509-927-5224 www.keytronic.com Kimberly-Clark Corporation Cindy Van Grinsven 401 North Lake Neenah, WI 54956 920-721-8000 Toll free: 1-800-544-1847 Fax: 920-721-4766 www.kimberly-clark.com Kinetico Incorporated 10845 Kinsman Road PO Box 193 Newbury, OH 44065 440-564-9111 Toll free: 1-800-944-WATER Fax: 440-564-9541 e-mail: custserv@kinetico.com www.kinetico.com The Kirby Company Shirley Rieker Consumer Relations 1920 West 114th St. Cleveland, OH 44212 216-228-2400 or 216-228-2403 Toll free: 1-800-494-8586 Fax: 216-529-6164 e-mail: consumer@kirbywhq.com www.kirby.com Kmart Corp. Frank Jones 3100 West Big Beaver Rd. Troy, MI 48084 248-643-1000 Toll free: 1-800-635-6278 Fax: 248-614-1970 KohlÕs Corp. Customer Service N. 56 W, 17000 Ridgewood Dr. Menomonee Falls, WI 53051 262-703-7000 Toll free: 1-800-694-2647 Fax: 262-703-6198 e-mail: customerservice@kohls.com www.kohls.com Kohler Co. Alan Wilson 444 Highland Dr., Mail Stop 10 Kohler, WI 53044 920-457-4441 Toll free: 1-800-456-4537 Fax: 920-459-1611 Kraft Foods, Inc. Tamara J. Hartweg 1 Kraft Court Glenview, IL 60025 Toll free: 1-800-323-0768 Fax: 847-646-7853 www.kraftfoods.com Kroger Co. Judy Holland 1014 Vine St. Cincinnati, OH 45202 513-762-1589 Toll free: 1-800-632-6900 www.kroger.com Kyocera Optics, Inc. 2301-200 Cottontail Lane Somerset, NJ 08873 732-560-0060 Toll free: 1-800-526-0266 Fax: 732-560-9221 www.kyocera.com Land OÕLakes, Inc. Carolyn Patten PO Box 64101 St. Paul, MN 55164-0101 651-481-2135 Toll free: 1-800-328-4155 Fax: 651-481-2959 e-mail: cpatt@landolakes.com www.landolakes.com LandÕs End Consumer Service PO Box 64101 Dodgeville, WI 53595 608-935-9341 Toll free: 1-800-332-4700 Toll free: 1-800-356-4444 TDD/TTY toll free: 1-800-541-3459 Fax: 608-935-6254 e-mail: myorder@landsend.com www.landsend.com Lane Furniture Bill West PO Box 151 Tupelo, MS 38802 662-566-3592 Fax: 662-566-3187 www.lanefurniture.com La-Z-Boy, Inc. Cynthia Larkins 1284 North Telegraph Road Monroe, MI 48162-3309 734-242-1444 e-mail: cservice@la-z-boy.com www.la-z-boy.com Lee Jeans 9001 West 67th St. Merriam, KS 66202 913-384-4000 www.leejeans.com LÕeggs Products (Division of Sara Lee Corp.) Carol Brown PO Box 450 401 Hanes Mill Rd. Winston-Salem, NC 27105 Toll free: 1-800-925-3447 Fax: 336-519-2154 www.leggs.com LEGO Systems, Inc. Lois B. Ritchotte, Consumer Affairs 555 Taylor Rd., PO Box 1600 Enfield, CT 06083-1600 Toll free: 1-800-422-5346 Fax: 860-763-7754 www.lego.com Leichtung Workshops, Inc. 1108 N. Glen Road Casper, WY 82601 Toll free: 1-800-321-6840 Fax toll free: 1-800-853-9663 www.leichtung.com Lennox Industries, Inc. Bob Schjerven PO Box 799900 Dallas, TX 75379-9900 972-497-5000 Fax: 972-497-5299 www.davelennox.com Lever Brothers Co. Consumer Services 800 Sylvan Ave. Englewood Cliffs, NJ 07632 Toll free: 1-800-598-1223 Toll free: 1-800-598-5005 www.unilever.com Levi Strauss & Co. 1155 Battery St. San Francisco, CA 94111 Toll free: 1-800-USA-LEVI www.levi.com Levolor Window Fashion 4110 Premier Dr. High Point, NC 27265 336-812-8181 Toll free: 1-800-LEVOLOR www.levolor.com Lexmark International 740 New Circle Rd., Bldg. 004-2 Lexington, KY 40550 606-232-3000 Fax: 606-232-2873 www.lexmark.com Liberty Mutual Insurance Group Krista Young 175 Berkeley St. Boston, MA 02117-0140 617-357-9500 Toll free: 1-800-344-0197, ext. 41015 Fax: 617-574-6688 e-mail: PresidentialSvcTeam @LibertyMutual.com www.libertymutual.com Lillian Vernon Corp. 2600 International Parkway Virginia Beach, VA 23452 757-430-1500 Toll free: 1-800-285-5555 (orders); Toll free: 1-800-505-2250 (customer service) TDD/TTY toll free: 1-800-285-5536 Fax: 757-430-1010 e-mail: LVCcustsrv@aol.com www.lillianvernon.com The Limited, Inc. Vice President Three Limited Parkway Columbus, OH 43230 614-415-7000 www.limited.com Lincoln Electric Co. John Sichko Machine and Consumables 22801 St. Claire Ave. Cleveland, OH 44117 216-383-2519 Toll free: 1-800-833-7353 Fax: 216-481-2309 e-mail: john.sichko@lincolnelectric.com www.lincolnelectric.com L.L. Bean, Inc. Casco St. Freeport, ME 04033-0001 207-865-4761 Toll free: 1-800-341-4341 TDD toll free: 1-800-545-0090 e-mail: llbean@llbean.com www.llbean.com Long John SilverÕs Restaurants, Inc. Kevin Armstrong, PO Box 11988 101 Yorkshire Blvd. Lexington, KY 40579-1988 859-543-6000 www.ljsilvers.com The Longaberger Company Customer Satisfaction 1500 East Main St. Newark, OH 43055 Toll free: 1-800-966-0374 740-321-3770 Fax: 740-321-3737 e-mail: info@longaberger.com LÕOreal Cosmetics Division of Cosmair, Inc. PO Box 98 Westfield, NJ 07091-9987 Toll free: 1-800-332-2036 Toll free: 1-800-631-7358 (LÕOreal Hair) Fax: 732-499-2599 Los Angeles Times 202 W. First St. Los Angeles, CA 90012 213-237-5000 www.latimes.com Lotus Development Corp. 55 Cambridge Parkway Cambridge, MA 02142 617-577-8500 Toll free in MA: 1-800-205-9933 Toll free: 1-800-223-0303 (training/resellers only); Toll free: 1-800-988-2500 (technical support); Toll free: 1-800-346-3508 (customer support); Toll free: 1-800-356-9866 (in Canada) www.lotus.com Macromedia, Inc. 600 Townsend St. San Francisco, CA 94103 415-252-2000 (general office) 415-252-9080 (technical support) Toll free: 1-800-470-7211 Fax: 415-703-0924 www.macromedia.com MacyÕs East Customer Service 151 West 34th St. New York, NY 10001 212-695-4400 Toll free: 1-800-526-1202 www.macys.com MacyÕs West 50 OÕFarrell St. San Francisco, CA 94102 Toll free: 1-800-877-2655 www.macys.com Magic Chef-Maytag Appliance Sales Company 240 Edwards St. Cleveland, TN 37311 Toll free: 1-800-688-1120 TDD toll free: 1-800-688-2080 Mannington Mills, Inc. Consumer Affairs Department PO Box 30 Salem, NJ 08079 856-935-3000, ext. 5864 Toll free: 1-800-356-6787 Fax: 856-339-6099 www.mannington.com Marine Midland Bank, N.A. 95 Washington St. Atrium 3 North Buffalo, NY 14273 716-841-1000 Fax: 716-841-2547 Marriott Corporation One Marriott Dr. Washington, DC 20058 301-380-3000 Toll free: 1-800-535-4028 (guest relations) www.marriott.com Massachusetts Mutual Insurance Co. Brad Hoffman Customer Relations 1295 State St. Springfield, MA 01111 413-744-6165 or 413-744-3143 Toll free: 1-800-487-7844 Toll free: 1-800-767-1000 Fax: 413-744-8545 e-mail: bhoffman@massmutual.com www.massmutual.com MasterCard International (contact issuing bank) PO Box 28468-0968 St. Louis, MO 63146-0968 Toll free: 1-800-826-2181 (lost or stolen or questions about the MasterCard system) Toll free: 1-800-300-3069 Fax: 314-542-3724 www.mastercard.com Matsushita Services Co. of America 1 Panasonic Way Secaucus, NJ 07094 201-348-7000 Toll free: 1-800-211-7262 Mattel, Inc. Brian Beitler 333 Continental Boulevard El Segundo, CA 90245-5012 310-252-2000 Toll free: 1-800-524-TOYS (8697) Fax: 310-252-4190 e-mail: service@mattel.com Maxicare Health Plans, Inc. 1149 South Broadway Los Angeles, CA 90015 213-742-0900 Toll free: 1-800-234-6294 (member services only) Fax: 213-365-3499 www.maxicare.com Maxis 2121 N. California Blvd., #600 Walnut Creek, CA 94596 925-933-5630 Toll free: 1-800-245-4525 Fax: 925-927-3736 www.maxis.com Maxtor 2191 Zanker Road San Jose, CA 95131 303-678-2041 (customer service) Toll free: 1-800-262-9867 Fax: 408-922-2085 www.maxtor.com May Department Stores Co. James Harner, Customer Service & Store Operations 611 Olive St. St. Louis, MO 63101 314-342-6300 Fax: 314-342-3038 www.maycompany.com Maybelline, Inc. Division of Cosmair, Inc. PO Box 1010 Clark, NJ 07066-1010 Toll free: 1-800-944-0730 Mayflower Transit, Inc. PO Box 26150 Fenton, MO 63026-1350 636-326-3100 Toll free: 1-800-428-1234 www.mayflower.com Maytag Appliance Sales Company 240 Edwards St. Cleveland, TN 37311 Toll free: 1-800-688-9900 TDD toll free: 1-800-688-2080 www.maytag.com McCormick & Co., Inc. Fran Sachs 211 Schilling Circle Hunt Valley, MD 21031 410-527-6541 Toll free: 1-800-632-5847 Fax: 410-527-6005 www.mccormick.com McCrory Stores, Inc. Gregory Pepple 12 West Market St. York, PA 17405-7036 717-699-4000 Fax: 717-699-4194 e-mail: gdpepple@aol.com McDonaldÕs Corp. Beth Vickers Kroc Dr. Oak Brook, IL 60523 630-623-6198 www.McDonalds.com McGraw-Hill, Inc. Customer Service Manager 1221 Ave. of the Americas New York, NY 10020 212-904-2000 Toll free: 1-800-262-4729 Fax: 614-759-3641 www.books.mcgraw-hill.com MCI Consumer Affairs (8066) 701 S. 12th St., 3rd Fl. Arlington, VA 22202 Toll free: 1-800-677-6580 www.mci.com McKee Foods Corp. PO Box 750 Collegedale, TN 37315 Toll free: 1-800-522-4499 Fax: 423-238-7150 www.mckeefoods.com McKesson Water Products Co. Mike Lindop Riley 3280 East Foothill Blvd., #400 Pasadena, CA 91109 818-585-1000 Toll free: 1-800-4WATERS Fax: 818-585-8553 Medco Health Solutions Inc. Jeff Simek, Public Affairs 100 Parsons Pond Dr. Franklin Lakes, NJ 07417 201-269-3400 www.medcohealth.com Mercruiser 3003 North Perkins Road Stillwater, OK 74075 405-377-1200 Fax: 405-743-6560 Melitta USA, Inc. Yvette Harris 13925 58th St., North Clearwater, FL 34624 727-535-2111 Toll free: 1-888-635-4882 Fax: 727-530-7870 Mellon Financial Corp. Paul Beideman 1 Mellon Bank Center, Rm. 5135 Pittsburgh, PA 15258-0001 412-234-8552 Fax: 412-236-1818 The Mentholatum Co., Inc. Consumer Affairs Representative 707 Sterling Dr. Orchard Park, NY 14127 716-677-2500 Toll free: 1-800-688-7660 Fax: 716-677-9531 www.mentholatum.com Mercury Marine PO Box 1939 Fond Du Lac, WI 54936-1939 920-929-5040 Fax: 920-929-5893 www.mercurymarine.com Merrill Lynch, Pierce, Fenner & Smith Jan Shaffer PO Box 9084 Princeton, NJ 08543-9084 609-282-6920 MervynÕs Colleen Dahle-Hong 22301 Industrial Blvd. Hayward, CA 94541 510-727-5208 Metropolitan Life Insurance Company Betsy Griffin, Corporate Consumer Relations 500 Schoolhouse Road Jamestown, PA 15904 814-269-8371 Toll free: 1-800-638-5000 Fax: 814-269-8022 e-mail: bgriffin2@metlife.com www.metlife.com Michelin North America, Inc. PO Box 19001 Greenville, SC 29602 Toll free: 1-800-847-3435 www.michelin.com Michigan Bulb Co. John Milian 1950 Waldorf, NW Grand Rapids, MI 49550 616-453-5401 Fax: 616-735-2628 Microsoft Corp. One Microsoft Way Redmond, WA 98052-6399 425-882-8080 or 206-635-7000 (Windows 95 Support) www.microsoft.com Mid-Michigan Surgical Supply 595 North Ave. Battle Creek, MI 49017 616-962-9541 Toll free: 1-800-445-5820 Fax: 616-926-9650 Midas International Corp. Jim Crum 1300 Arlington Heights Rd. Itasca, IL 60143 Toll free: 1-800-621-0144 Fax toll free: 1-800-450-2207 Miles Kimball Co. Mary Courtois 41 West 8th Ave. Oshkosh, WI 54906-0002 920-231-1992 TDD: 920-231-5506 Fax: 920-231-6915 The Milnot Company Jean Sellberg 100 South Fourth St. St. Louis, MO 63102 314-655-2100 Toll free: 1-877-MILNOT1 Toll free: 1-877- BEECH-NUT Fax: 314-655-2201 www.milnot.com Milton Bradley See: Hasbro, Inc. Milton Bradley Co. Consumer Affairs Department PO Box 1247 Pawtucket, RI 02862 401-431-8697 (headquarters) 413-525-6411 Toll free: 1-888-836-7025 Fax: 401-431-8082 e-mail: consumer_support @hasboro.com www.hasbro.com Minolta Corp. Consumer Products Group 101 Williams Dr. Ramsey, NJ 07446 201-825-4000 www.minoltausa.com Minwax/Sherwin-Williams 10 Mountain View Rd. Upper Saddle River, NJ 07458-1934 Toll free: 1-800-526-0495 Fax: 201-818-7605 www.minwax.com Mitsubishi Electronics America, Inc. 9351 Jeronimo Road Irvine, CA 92618 Toll free: 1-800-332-2119 Fax: 949-465-6147 www.mitsubishi-tv.com M&M/Mars, Inc. Lesley Verdi 800 High St. Hackettstown, NJ 07840 908-852-1000 Toll free: 1-800-222-0293 e-mail: lesleyverdi@effem.com www.m-ms.com Mobil ExxonMobil Customer Relations 436 Creamery Way, Suite 300 Exton, PA 19341 Toll free: 1-800-243-9966 www.exxonmobil.com Mobil Oil Credit Corp. R.D. Bahr 11300 Corporate Ave. Lenexa, KS 66219-1385 Toll free: 1-800-344-4355 Monet Group Inc. Crystal Brand Jewelry Group 3400 Pawtucket Ave. East Providence, RI 02860 401-434-4500 The Mony Group 1740 Broadway New York, NY 10019 212-708-2000 Toll free: 1-800-487-6669 (D.I./Life/Medical) www.mony.com Monsanto Co. 800 North Lindbergh Blvd. St. Louis, MO 63167 314-694-1000 www.monsanto.com Montgomery Ward Customer Service 535 West Chicago Ave. Chicago, IL 60671 312-467-2000 Fax: 312-467-2175 Morgan Stanley, Dean Witter, Discover & Co. 1585 Broadway New York, NY 10036 212-397-4859 Toll free: 1-800-733-2307 Morton International 123 North Wacker Dr. Chicago, IL 60606 312-807-2693 Fax: 312-807-2899 www.morton.com Motts, Inc. PO Box 3800 Stanford, CT 06905 203-968-7500 Toll free: 1-800-426-4891 www.motts.com Movado Group, Inc. 650 From Road Paramus, NJ 07071 201-460-4800 Fax: 201-460-3832 www.vizio.com (for Vizio watches) Mutual of Omaha Insurance Co. Steve Laune, Customer Service Mutual of Omaha Plaza Omaha, NE 68175 402-351-5625 Toll free: 1-800-775-6000 Fax: 402-351-3768 e-mail: elizabeth.powell @mutualofomaha.com www.mutualofomaha.com Nabisco Foods Group Sandra Lowe, Consumer & Scientific Affairs 100 DeForest Ave. East Hanover, NJ 07936 Toll free: 1-800-NABISCO Fax: 973-503-2202 www.nabiscoworld.com National Amusements, Inc. William Towey 200 Elm St. Dedham, MA 02026 781-461-1600 Fax: 781-326-6899 www.national-amusements.com National Car Rental System, Inc. Regina Barr 7700 France Ave., South Minneapolis, MN 55435 612-893-6480 Toll free: 1-800-468-3334 Fax: 612-830-2936 e-mail: barrr@nationalcar.com Natonal Fuel Gas Company Quality Assurance Dept. 10 Lafayette Square Buffalo, NY 14203 Toll free: 1-800-453-3513 Fax: 716-857-7061 www.nationalfuelgas.com NBC 30 Rockefeller Plaza New York, NY 10112 212-664-2333 NCE Computer Group 1975 Friendship Dr., Suite C El Cajon, CA 92020 619-212-3000 Toll free: 1-800-458-0300 Near East Food Products (Division of Quaker Oats) 321 N. Clark St. Chicago, IL 60610 312-222-7111 www.quakeroats.com Neiman-Marcus Customer Relations PO BOX 650589 Dallas, TX 75265-0589 214-761-2660 Toll free: 1-800-685-6695 Toll free: 1-888-888-4757 Fax: 214-761-2650 www.neimanmarcus.com Nestle USA Consumer Services Center 800 North Brand Blvd. Glendale, CA 91203 Toll free: 1-800-225-2270 Fax: 818-549-6330 www.nestleusa.com Netopia, Inc. 2470 Mariner Square Loop Alameda, CA 94501 510-814-5100 Fax: 510-814-5020 www.netopia.com Neutrogena Corp. Consumer Information Center 5760 West 96th St. Los Angeles, CA 90045 Toll free: 1-800-582-4048 Fax: 310-337-5564 www.neutrogena.com Nevada Bell 645 East Plumb Lane Reno, NV 89502 775-333-4339 Fax: 775-333-2364 The New England John G. Small 501 Boylston St. Boston, MA 02116 617-578-2810 Fax: 617-578-5511 www.nefn.com New York Life Insurance Company Marc Schindelheim Corporate Compliance Department 51 Madison Ave., Rm. 1111 New York, NY 10010 212-576-8181 Fax: 212-447-4131 New York Magazine (Division of Pre-Media) 444 Madison Ave. New York, NY 10022 212-508-0700 www.newyorkmag.com New York Times Co. Steph Jespersen Advertising Acceptability 229 West 43rd St. New York, NY 10036 212-556-7173 Newport News, Inc. George Ittner 5000 City Line Road Hampton, VA 23661 757-827-7010 Fax: 757-825-4106 Newsweek, Inc. PO Box 59967 Boulder, CO 80322 Toll free: 1-800-631-1040 (subscriber service) Fax: 201-335-5971 www.newsweekmag.com Nexxus Products Co. PO Box 1274 Santa Barbara, CA 93116-9976 805-968-6900 Toll free: 1-800-444-6399 Fax: 805-968-6540 www.nexxusproducts.com Niagara Mohawk Power Corp. Linda A. Zimmerman DeyÕs Centennial Plaza 4th Fl. PO Box 5300 Syracuse, NY 13250-5300 315-460-7050 Fax: 315-460-7009 e-mail: zimmermanl@niagramohawk.com www.niagramohawk.com Nike, Inc. Nike/World Campus 1 Bowerman Drive Beaverton, OR 97005-6453 503-671-6453 Toll free: 1-800-344-6453 www.nike.com Nine West Group, Inc. Customer Relations 9 West Plaza 1129 Westchester Avenue White Plains, NY 10604-3529 914-640-6400 Toll free: 1-800-260-2227 (customer service) Fax: 914-640-6069 www.ninewest.com Norelco Consumer Products Co. (Division of Philips Electronics North America Corp.) Julie Brown 1010 Washington Blvd. PO Box 120015 Stanford, CT 06912-0015 Toll free: 1-888-466-7352 Toll free: 1-800-243-7884 Fax: 203-975-1812 www.norelco.com Northwest Airlines C6590, 5101 Northwest Dr. St. Paul, MN 55111-3034 612-726-2046 Toll free: 1-800-225-2525 TDD toll free: 1-800-328-2298 (reservations) www.nwa.com Northwestern Mutual Life Insurance Co. Director of Public Relations 720 East Wisconsin Ave. Milwaukee, WI 53202 414-665-7179 Fax: 414-299-2463 www.northwesternmutual.com Norwegian Cruise Line Alice Cain-Moore 7665 Corporate Center Dr. Miami, FL 33126 305-436-4000 Toll free: 1-800-327-7030 Novartis Consumer Health, Inc. 560 Morris Ave., Building F Summit, NJ 07901-1312 Toll free: 1-800-452-0051 (Over-the-counter products) Fax: 908-598-7583 www.novartis.com Novartis Pharmaceuticals 59 Route 10 East Hanover, NJ 07936 Toll free: 1-800-742-2422 www.novartis.com Novell, Inc. 1555 North Technology Way Orem, UT 84097 Toll free: 1-800-638-9273 Toll free: 1-800-858-4000 (Tech Support) Fax: 801-228-5176 Nu Tone, Inc. Joe Falco 4820 Redbank Road Cincinnati, OH 45227 513-527-5231 Fax: 513-527-5122 e-mail: ask@nutone.com www.nutone.com The NutraSweet/Equal Co. PO Box 2986 Chicago, IL 60654-0986 Toll free: 1-800-323-5316 (Equal) www.equal.com; www.nutrasweet.com Ocean Spray Cranberries, Inc. One Ocean Spray Dr. Lakeville-Middleboro, MA 02349 Toll free: 1-800-662-3263 Fax: 508-923-0036 www.oceanspray.com Okidata Toll free: 1-800-OKIDATA (1-800-654-3282; 24 hours a day, 7 days a week) Olan Mills, Inc. Kim Harris 4325 Amnicola Highway PO Box 23456 Chattanooga, TN 37422-3456 423-622-5141 Toll free: 1-800-251-6320 Fax: 423-499-3864 e-mail: omcuserv@cdc.net www.olanmills.com Olympus America Barbara Abe 2 Corporate Center Dr. Melville, NY 11747 516-844-5000 Toll free: 1-800-622-6372 Fax: 516-844-5262 Ontrack Computer Systems 9023 Colombine Road Eden Prairie, MN 55347 612-937-2121 Orkin Jack McKenzie 2170 Piedmont Road, NE Atlanta, GA 30324 404-329-7400 Toll free: 1-800-346-7546 Fax: 404-633-2315 www.orkin.com Orville Redenbacher PO Box 4800 Fullerton, CA 92834 714-680-1431 OSCO Drugs (Subsidiary of American Stores) PO Box 27447 Salt Lake City, UT 84127-0447 801-961-5600 Toll free: 1-800-541-2863 Fax: 801-531-0768 Outboard Marine Corp. Henry Hegel 100 Sea Horse Dr. Waukegan, IL 60085 847-689-6000 Fax: 847-689-5489 www.omc-online.com Owens Corning World Headquarters One Owens Corning Parkway Toledo, OH 43659-0001 419-248-8000 www.owenscorning.com Pac-Fab, Inc. Hugh D. Smith 1620 Hawkins Ave. Sanford, NC 27330 919-774-4151 or 919-775-4206 Fax: 919-775-1127 www.pacfab.com Pacific Bell Jerry Flynn, Regulatory & Executive Customer Relations 140 New Montgomery St. San Francisco, CA 94015 Toll free in CA: 1-800-791-6661 Toll free: 1-800-697-6500 PaineWebber, Inc. Client Relations 1000 Harbor Blvd., 7th Floor Weehawken, NJ 07087 201-352-4936 Toll free: 1-800-354-9103 Fax: 201-902-5795 Paper Direct, Inc. See: Current, Inc. Paramount Cards, Inc. Customer Service 400 Pine St. Pawtucket, RI 02860 401-726-0800 Toll free: 1-800-343-2239 Fax: 401-726-0920 e-mail: paramount_cards @compuserve.com www.paramountcards.com Parker Brothers See: Hasbro, Inc. Pella Corp. 102 Main St. Pella, IA 50219 641-628-1000 Fax: 515-628-6070 Pennzoil-Quaker State Company Consumer Information PO Box 2967 Houston, TX 77252-2967 713-546-4000 Toll free: 1-800-990-9811 Fax: 713-546-4325 www.pennzoil-quakerstate.com Pepsi-Cola Co. Christine Jones 1 Pepsi Way Somers, NY 10589-2201 Toll free: 1-800-433-2652 Fax: 914-767-6177 www.pepsico.com Perdue Farms Stephanie Burton PO Box 1537 Salisbury, MD 21802 410-543-3000 Toll free: 1-800-473-7383 www.perdue.com The Perrier Group David Muscato 777 West Putnam Ave. Greenwich, CT 06830 203-531-4100 Fax: 203-863-0256 Pfizer Consumer Group Chip Horner 182 Tabor Road Morris Plains, NJ 07950 973-385-4644 Toll free: 1-800-223-0182 (Non-prescription consumer products) TDD toll free: 1-800-343-7805 Fax: 973-385-6667 www.prodhelp.com Pfizer Inc. 235 East 42nd St. New York, NY 10017-5755 212-573-2323 www.pfizer.com Pharmacia 7000 Portage Road Kalamazoo, MI 49001 Toll free: 1-800-253-8600 www.pnu.com Pharmacia PO Box 5110 Chicago, IL 60680 847-982-7000 Fax: 847-470-6633 www.pharmacia.com Pharmavite Corporation Consumer Affairs 15451 San Fernando Mission Blvd. Mission Hills, CA 91346 Toll free: 1-800-276-2878 Toll free: 1-800-314-HERB Fax: 818-837-8609 www.vitamin.com Philip Morris USA Nancy Zimbalist Consumer Affairs 120 Park Ave. New York, NY 10017 917-663-2883 Toll free: 1-800-343-0975 Fax: 917-663-5362 www.philipmorris.com Philips Consumer Electronic North America Reinier Gratama 64 Perimeter Center East PO Box 467300 Atlanta, GA 31146-7300 Toll free: 1-800-531-0039 Fax: 402-536-4172 www.philipsusa.com Philips Lighting Company Toni Hoffman 200 Franklin Square Dr. Somerset, NJ 08875-6800 732-563-3081 Toll free: 1-800-555-0050 Fax: 732-563-3116 www.lighting.philips.com/nam Phillips Petroleum Co. 16 Phillips Building Bartlesville, OK 74004 918-661-1215 Fax: 918-662-2075 www.phillips66.com Phillips-Van Heusen Corp. 1001 Frontier Road, Suite 100 Bridgewater, NJ 08807 908-685-0050 Fax: 908-704-8045 Pioneer Electronics Service, Inc. Manager, Customer Service PO Box 1760 Long Beach, CA 90810 310-952-2561 Toll free: 1-800-421-1404 Fax: 310-952-2821 www.pioneerelectronics.com Pirelli Tire Corporation Manager 300 George St. New Haven, CT 06511 203-784-2200 Fax: 203-784-2408 Playskool See: Hasbro, Inc. Playskool (Division of Hasbro)* Consumer Affairs Department PO Box 200 Pawtucket, RI 02862 Toll free: 1-800-242-7276 (Headquarters) Toll free: 1-800-752-9755 (Consumer Affairs) Fax: 401-431-8082 e-mail: consumer_support @hasbro.com www.hasbro.com Playtex Products, Inc. Consumer Affairs 75 Commerce Dr. Allendale, NJ 07401 Toll free: 1-800-222-0453 (Playtex Baby Feeding Products); Toll free: 1-800-451-7847 (Rug Cleaners - Woolite) Toll free: 1-888-GLOVES1 (Playtex Gloves); Toll free: 1-888-532-2229 (Baby Magic) Toll free: 1-899-723-3786 (Banana Boat Sun Care) Toll free: 1-888-724-7500 (Ogilvie Hair Care); Toll free: 1-800-843-6430 (Diaper Genie) Fax: 201-785-8202 www.playtexproductsinc.com Polaroid Corp. 201 Burlington Rd. Bedford, MA 01730 781-386-2000 (collect calls accepted within MA) Toll free outside MA: 1-800-343-5000 Fax: 781-386-5605 www.polaroid.com Polo/Ralph Lauren Corp. Pat Osser 4100 Beachwood Dr. Greensboro, NC 27410 Toll free: 1-800-775-7656 Fax: 910-632-9097 Price Chopper Supermarkets Joanne R. Gage 501 Duanesburg Road Schenectady, NY 12306 518-356-9480 or 518-355-5000 Toll free: 1-800-666-7667 Fax: 518-356-9595 e-mail: joannegage@pricechopper.com www.pricechopper.com Prime Media, Inc. 745 Fifth Ave. New York, NY 10151 212-745-0100 www.primemedia.com Primedia Consumer Magazines 745 Fifth Ave. 212-745-0100 www.primediainc.com Procom Technology 1821 East Dyer Road Santa Ana, CA 92705 714-852-1000 Toll free: 1-800-800-8600 Fax: 714-852-1221 Procter & Gamble Co. Consumer Relations PO Box 599 Cincinnati, OH 45201-0599 513-983-1100 (Toll free numbers appear on all labels) www.pg.com Proteon 9 Technology Dr. Westborough, MA 01581 508-898-3100 Provident Mutual Life Insurance 1000 Chesterbrook Blvd. Berwyn, PA 19312-1181 610-407-1717 Toll free: 1-800-523-4681 Fax: 610-407-1379 Prudential Insurance Co. of America Policyowner Relations Dept. PO Box 17100 New Brunswick, NJ 08906 Toll free: 1-800-837-3645 Fax: 732-482-4601 Prudential Property & Casualty Co. 23 Main St., PO Box 500 Holmdel, NJ 07733 908-946-6000 Toll free: 1-800-437-5556 Fax: 908-946-6245 Prudential Securities, Inc. Client Relations Department One Seaport Plaza New York, NY 10292 Toll free: 1-800-367-8701 Fax: 212-778-2899 Publishers Clearing House Christopher Irving 382 Channel Dr. Port Washington, NY 11050 516-883-5432 Toll free: 1-800-337-4724 Fax: 516-883-5769 Quaker Oats Co. 321 North Clark St. Chicago, IL 60610 312-222-7111 www.quakeroats.com Quantum Corp. 525 Sycamore St. Milpitas, CA 95035 Toll free: 1-800-826-8022 Quark, Inc. 1800 Grant St. Denver, CO 80203 303-894-8899 (technical support) Toll free: 1-800-676-4575 Fax: 303-894-3398 QVC Incorporated Goshen Corporate Park 1200 Wilson Drive West Chester, PA 19380 610-701-1000 Toll free: 1-800-367-9444 (customer service) Fax: 610-701-1138 www.qvc.com Qwest PO Box 428, Room 117 Cheyenne, WY 82003 Toll free: 1-800-244-1111 (residential); Toll free: 1-800-573-1311 (residential repair); Toll free: 1-800-954-1211 (commercial repair); Toll free: 1-800-255-6920 (executive offices); TDD toll free: 1-800-955-5833 www.uswest.com Ralston Purina Co. Checkerboard Square St. Louis, MO 63164 Toll free: 1-800-778-7462 Fax: 314-982-4580 www.purina.com RDS Computers 2801 Yale St. Santa Ana, CA 92704 714-751-2008 Toll free: 1-800-827-3998 Fax: 714-751-5522 www.maginnovision.com Readers Digest Association, Inc. Kim Cairia, Cutomer Service Readers Digest Road Pleasantville, NY 10570-7000 914-238-1000 Toll free: 1-800-234-9000 Toll free: 1-800-846-2100 TDD toll free: 1-800-735-4327 Fax: 914-238-4559 www.readersdigest.com Reckitt Benckiser, Inc. 1655 Valley Road Wayne, NJ 07470 Toll free: 1-800-228-4722 Fax: 973-686-7270 www.ReckittBenckiser.com The Regina Corporation (Division of Ventura) PO Box 638 Long Beach, MS 39560 Toll free: 1-800-847-8336 Reliance Insurance Co. Three Parkway Philadelphia, PA 19102-1376 215-864-4445 Toll free: 1-800-441-1652 Fax: 215-864-4640 www.relianceinsurance.com Remington Arms (Division of DuPont Co.) PO Box 700 Madison, NC 27025-0700 Toll free: 1-800-243-9700 Fax: 910-548-7801 (Parts Department) www.remington.com Remington Products Co. 60 Main St. Bridgeport, CT 06004 203-367-4400 Toll free: 1-800-736-4648 www.remington-products.com Rhone-Poulenc Rorer Pharmaceuticals, Inc. 500 Arcola Rd. Collegeville, PA 19426 908-231-4000 www.aventis.com Rich-Seapak Corporation Corporate Quality Assurance PO Box 20670 McKinnon Airport Road St. Simons Island, GA 31522 912-638-5000 Toll free: 1-888-732-7251 www.seapak.com Rodale Press, Inc. Jeanne Dorney 33 East Minor St. Emmaus, PA 18098 610-967-5171 Toll free: 1-800-848-4735 Fax: 610-967-8964 e-mail: info@rodale.com Rolex Watch U.S.A., Inc. Gregory Kras 665 Fifth Ave., 5th Floor New York, NY 10022 212-758-7700 Fax: 212-980-2166 www.rolex.com Roto-Rooter Corp. Mike Higgins 300 Ashworth Road West Des Moines, IA 50265 515-223-1343 Fax: 515-223-6109 www.roto-rooter.com Royal Oak Sales, Inc. Shannon Busby 1 Royal Oak Ave. Roswell, GA 30076 678-461-3200 Toll free: 1-800-241-3955 Fax: 678-461-3233 Royal Silk Office Manager 6117 Harrison Place West New York, NJ 07087 Toll free: 1-800-962-6262 Rubbermaid Consumer Services Department, Home Products 1147 Akron Road Wooster, OH 44691-6000 330-264-6464, ext. 2505 Fax: 330-202-5445 www.rubbermaid.com Ryder Truck Rental PO Box 020816 Miami, FL 33102-0816 Toll free: 1-800-287-6620 Toll free: 1-800-327-7777 Fax: 305-593-4463 Safeway, Inc. Debra Lambert 5918 Stoneridge Mall Road Pleasanton, CA 94588-3229 925-467-3000 www.safeway.com Saks Fifth Avenue Cheryl Steiner 12 East 49th St., 3rd Floor New York, NY 10021 212-940-5027 Toll free: 1-800-239-3089 Fax: 212-940-5031 Samsonite Corporation PO Box 90124 Allentown, PA 18109 Toll free: 1-800-262-8282 (Samsonite, Lark, American Tourister) Samsung Electronics America Customer Service 1 Samsung Place Ledgewood, NJ 07852 973-691-6200 Toll free: 1-800-SAMSUNG Toll free: 1-800-726-7864 Fax: 973-691-6201 www.sosimple.com Sara Lee Corp. Carol Brown, LÕeggs Products, Inc. PO Box 450, 401 Hanes Mill Rd. Winston-Salem, NC 27105 Toll free: 1-800-925-3447 Fax: 336-519-2207 e-mail: cabrown@slhnet.com www.leggs.com Sara Lee Corp. See: Just My Size Panties, Hanes and Hanes Her Way Underwear, State Fair Foods, Inc., Hanes Hosiery, LÕeggs Sargento Foods, Inc. Consumer Affairs One Persnickety Place Plymouth, WI 53073 920-893-8484 Toll free: 1-800-243-3737 Fax: 920-893-8399 www.sargento.com S.C. Johnson and Son, Inc. Diane M. Schuebel 1525 Howe St. Racine, WI 53403 262-260-2000 Toll free: 1-800-558-5252 Fax: 262-260-4805 www.scjohnsonwax.com Schering-Plough HealthCare Products, Inc. Don Levine 3030 Jackson Ave. Memphis, TN 38151-0001 901-320-2998 Toll free: 1-800-842-4090 Fax: 901-320-2954 The Scotts Company Edward Billmaier 14111 Scottslawn Rd. Marysville, OH 43041 Toll free: 1-800-543-8873 Fax: 937-644-7600 www.scottscompany.com Scudder Kemper Investments, Inc. 345 Park Ave. New York, NY 10154 Toll free: 1-800-225-5163 Seagate Technology, Inc. 920 Disc Dr. Scotts Valley, CA 95066 405-936-1200 (customer service); Toll free: 1-800-732-4283 (technical support) Fax: 405-429-6356 www.seagate.com Sealy Mattress Manufacturing Co. 1 Office Parkway Trinity, NC 27370 336-861-3500 www.sealy.com SeaPak See: Rich-Seapak Corporation Sears Merchandise Group National Customer Relations Manager 3333 Beverly Rd. Hoffman Estates, IL 60179 847-286-2500 Toll free: 1-800-549-4505 Fax toll free: 1-800-427-3049 www.sears.com Seiko Corporation of America 1111 MacArthur Blvd. Mahwah, NJ 07430 201-529-5730 201-529-3316 (service & repair) Fax: 201-529-1548 e-mail: custserv@scamahwah.com www.seiko-corp.co.jp Seiko Instruments USA 1130 Ringwood Court San Jose, CA 95131 408-922-1917 Fax: 408-922-1959 Sempra Energy Customer Service 101 Ash St. San Diego, CA 92101-3017 Toll free: 1-877-273-6772 e-mail: Dkline@sempra.com www.sempra.com Serta, Inc. 325 Spring Lake Dr. Itasca, IL 60143 630-285-9300 Toll free: 1-800-426-0371 Fax: 630-285-9330 www.serta.com Sharp Electronics Corp. Dorothy Scott 1300 Naperville Dr. Romeoville, IL 60446 Toll free: 1-800-237-4277 www.sharp-usa.com The Sharper Image 650 Davis St. San Francisco, CA 94111 Toll free: 1-800-344-0033 Toll free: 1-800-344-5555 Fax: 415-391-1584 www.sharperimage.com Shell Oil Co. PO Box 2482, Department 210 Houston, TX 77252-2463 Toll free: 1-800-248-4257 Fax: 713-241-0581 www.shellus.com Sherwin-Williams Co. Paint Stores Group 101 Prospect Ave., NW Cleveland, OH 44115-1075 216-566-2151 Toll free: 1-800-4SHERWIN (1-800-474-3794) Fax: 216-566-1660 e-mail: painttutor@sherwin.com www.sherwin-williams.com ShoneyÕs, Inc. 1717 Elm Hill Pike Nashville, TN 37210 615-391-5201 Toll free: 1-800-522-9200 Fax: 615-231-1604 www.shoneys.com Showtime Networks, Inc. Nancy Glauberman 1633 Broadway, 17th Floor New York, NY 10019 212-708-1600 Fax: 212-708-1212 www.sho.com The Simmons Companies Jeanine Rider 1900 Beaver Ridge Circle Norcross, GA 30071 Toll free: 1-877-399-9397 Fax: 770- 613-5539 Simon and Schuster Rick Bates 200 Old Tappan Road Old Tappan, NJ 07675 201-767-5000 Fax: 201-767-4017 e-mail: rickbates@prenhall.com Simple Technology 3001 Daimler St. Santa Ana, CA 92705 Toll free: 1-800-847-4675 Singer Sewing Becky Marshall, Consumer Affairs PO Box 7017 LaVergne, TN 37086 Toll free: 1-800-474-6437 e-mail: talktous@singerco.com www.singerco.com Slim-Fast Foods Co. 777 South Flagler Dr. West Tower, Suite 1400 West Palm Beach, FL 33401 561-833-9920 Fax: 561-223-1248 www.slimfast.com Smith Barney 77 Water St. 19th Floor New York, NY 10005 212-816-6000 Fax: 212-723-2184 Snapper Power Equipment 535 Macon Road McDonough, GA 30253 770-954-2500 or 770-957-9141 Fax: 770-957-7981 www.snapper.com Snapple Beverages 709 Westchester Ave. White Plains, NY 10604 Toll free: 1-800-Snapple (1-800-762-7753) www.snapple.com Sonesta International Hotels Corp. Steffanie Sonnabend 200 Clarendon St. Boston, MA 02116 617-421-5451 Toll free: 1-800-SONESTA (reservations) Fax: 617-927-7649 www.sonesta.com Sony Corp. of America Consumer Information Service Center, Sony-CISC 12451 Gateway Blvd. Fort Myers, FL 33913 941-768-7600 Toll free: 1-800-222-7669 Fax: 941-768-7790 www.sel.sony.com Southwest Airlines Jim Ruppel Love Field, PO Box 36647 Dallas, TX 75235-1647 214-792-4223 TDD toll free: 1-800-435-9792 (reservations); Spanish toll free: 1-800-826-6667 Fax: 214-792-5099 www.southwest.com Spalding Sports Worldwide/Top Flite Professional Golf Manager 425 Meadow St., PO Box 901 Chicopee, MA 01021-0901 413-536-1200 Toll free: 1-800-225-6601 Fax: 413-322-2673 e-mail: sports@spalding.com Speigel Catalog, Inc. John Jelinek 3500 Lacey Road Downers Grove, IL 60515-5432 630-769-2311 Toll free: 1-800-345-4500 (catalog orders) Toll free: 1-800-474-5555 (customer service) Fax: 630-769-2490 www.spiegel.com Spencer Gifts, Inc. 6826 Black Horse Pike Egg Harbor Township, NJ 08234 609-645-3300 Toll free: 1-800-762-0419 Springs Industries, Inc. Springmaid/Performance 104 West 40th St. New York, NY 10019 212-556-6000 or 803-547-1500 Toll free: 1-800-537-0115 Fax: 212-903-2115 Sprint James Thomas 1603 LBJ Freeway, Suite 300 Dallas, TX 75234 972-405-6100 Toll free: 1-800-347-8988 Fax: 972-405-6114 www.sprint.com Stanley Hardware (Division of the Stanley Works) 480 Myrtle St. New Britain, CT 06050 860-225-5111 Toll free: 1-800-622-4393 State Fair Foods, Inc (Division of Sara Lee) Consumer Affairs 3900 Meacham Blvd. Haltom City, TX 76117 817-427-7700 Toll free: 1-800-294-3247 Fax: 817-427-7777 e-mail: consumer@statefairfoods.com State Farm Mutual Automobile Insurance Co. One State Farm Plaza Bloomington, IL 61710 309-766-7870 www.statefarm.com Stokley USA, Inc. 250 East 5th St. Cinncinati, OH 43202 Toll free: 1-800-872-1110 Fax: 414-569-3760 Stop & Shop Supermarket Co., Inc. Faith Weiner PO Box 1942 Boston, MA 02105 Toll free: 1-800-767-7772 Fax: 617-770-6033 www.stopandshop.com Storage Dimensions 1656 MacArthur Blvd. Milpitas, CA 95035 408-954-0710 Fax: 408-944-1200 Sunbeam Consumer Affairs PO Box 948389 Maitland, FL 32794 Toll free: 1-800-458-8407 Toll free: 1-800-597-5978 Fax: 1-800-478-6737 www.sunbeam.com Sunset Magazine PO Box 60001 Tampa, FL 33660-0001 Toll free: 1-800-777-0117 Fax: 813-979-6685 www.sunset.com Swatch Watch USA Doug Williams 1817 William Penn Way Lancaster, PA 17604 717-394-7161 Fax: 717-399-2211 The Swiss Colony, Inc. Customer Service 1112 Seventh Ave. Monroe, WI 53566 608-324-4000 Toll free: 1-800-544-9036 Fax: 608-242-1001 e-mail: swisscolony@sccompanies.com www.swisscolony.com Symantec Corporation 20330 Stephens Creek Blvd. Cupertino, CA 95014 408-253-9600 Toll free: 1-800-441-7234 Fax: 541-984-8020 (customer service; 175 W. Broadway, Eugene, OR 97401) www.symantec.com Syngenta 410 Swing Road Greensboro, NC 27409 336-632-6000 Toll free: 1-800-334-9481 www.syngenta.com Talbots 1 Talbots Dr. Hingham, MA 02043 781-749-7600 Toll free: 1-800-992-9010 Toll free: 1-800-TALBOTS Toll free: 1-800-533-3201 TDD toll free: 1-800-624-9179 Fax: 781-741-4136 Tampax, Proctor & Gamble PO Box 599 Cinncinati, OH 45301 Toll free: 1-800-523-0014 (Procter & Gamble consumer relations service) Fax toll free: 1-800-289-3510 www.tampax.com Tandy Corp./Radio Shack Lucille Frey 600 One Tandy Center Fort Worth, TX 76102 Toll free: 1-800-843-7422 Fax: 817-390-3292 e-mail: rs.customer.relations@tandy.com www.tandy.com Target Stores P.O. Box 9350 Minneapolis, MN 55440-9350 612-307-9800 TTY toll free: 1-800-347-5842 Fax: 612-304-4996 www.target.com TEAC America 7733 Telegraph Road Montebello, CA 90640 323-726-0303 Fax: 323-727-7621 www.teac.com Teleflora 11444 West Olympic, 4th Floor Los Angeles, CA 90064 310-231-9199 Toll free: 1-800-421-2815 Fax toll free: 1-800-232-3811 Tenneco, Inc. 500 North Field Dr. Lake Forest, IL 60045 847-482-5000 www.tenneco-automotive.com Tetley USA, Inc. Jessica Pfalzgraf Consumer Affairs Department PO Box 856, 100 Commerce Dr. Shelton, CT 06484-0856 203-929-9200 Toll free: 1-800-728-0084 Toll free: 1-800-732-3027 Fax: 203-926-0876 Texas Instruments, Inc. Consumer Relations 7839 Churchill Way, MS 3962 Dallas, TX 75251 972-917-8324 (technical support) Toll free: 1-800-842-2737 Fax: 972-917-0747 www.ti.com Thermo Forma Lou Urschel PO Box 649, 401 Nillcreek Rd. Marietta, OH 45750 740-373-4763 Toll free: 1-800-848-3080 Fax: 740-373-6770 www.thermo.com 3M 3M Center, Building 225-1S-15 St. Paul, MN 55144-1000 651-737-6501 Toll free: 1-800-364-3577 (3M HELP) Fax toll free: 1-800-713-6329 Fax: 651-737-7117 www.3m.com Thrifty Rent A Car System, Inc. Joy Punaro 5310 East 31st St. Tulsa, OK 74135 Toll free: 1-800-334-1705 Fax: 918-669-2060 e-mail: customercare@thrifty.com www.thrifty.com Time Warner, Inc. 75 Rockefeller Plaza New York, NY 10019 212-484-8000 www.timewarner.com Time, Inc. 3000 University Center Dr. Tampa, FL 33612 813-979-6105 Toll free: 1-800-541-1000 Fax: 813-979-6615 www.time.com Timex Corp. PO Box 2740 Little Rock, AR 72203-2740 501-370-5781 Toll free: 1-800-448-4639 Fax: 501-370-5747 www.timex.com TJX Companies (T.J. Maxx) 770 Cochituate Road Framingham, MA 01701 508-390-1000 Toll free: 1-800-926-6299 www.tjmaxx.com Tone Brothers, Inc. (Producers of ToneÕs, Durkee, Spice Islands, FrenchÕs, Dec A Cake and Dromedary Products) 2301 SE ToneÕs Dr. Ankeny, IA 50021 515-965-2711 Toll free: 1-800-247-5251 Fax: 515-965-2800 e-mail: spice_advice@tones.com www.spiceadvice.com Tonka Products (Division of Hasbro, Inc.) PO Box 200 Pawtucket, RI 02861-0200 Toll free: 1-800-255-5516 Toll free: 1-800-327-8264 Fax: 401-727-5901 www.hasbro.com Tops Friendly Market, Ohio Division Susan Alcorn 17000 Rockside Road Maple Heights, OH 44137-4390 216-518-6720 Fax: 216-518-6022 The Toro Co. Don St. Dennis, 8111 Lyndale Ave., South Bloomington, MN 55420 612-888-8801 Toll free: 1-800-348-2424, ext. 4001 e-mail: consumer.service@toro.com www.toro.com Toshiba America 82 Totowa Road Wayne, NJ 07470 Toll free: 1-800-631-3811 e-mail: tacpsvc@aol.com www.toshiba.com Totes/Isotoner Helen Baur 9655 International Boulevard Cincinnati, OH 45246-5658 513-682-8200 Fax: 513-682-8606 e-mail: consumeraffairs@totes.com www.totes.com Tourneau, Inc. 3 East 54th St., 3rd Floor New York, NY 10022 212-758-3265 Toll free outside NY: 1-800-223-1288 www.torneau.com Toys ÒRÓ Us Susan Boche, Guest Relations 461 From Road Paramus, NJ 07652 201-262-7800 Toll free: 1-888-243-6337 Fax: 201-599-8992 www.toysrus.com Trane/CAC, Inc. 6200 Troup Highway Tyler, TX 75707 903-581-3200 (residential) 608-787-2000 (commercial) www.trane.com TRANS UNION, LLC Regional Consumer Relations Center - West 1561 East Orangethorpe Fullerton, CA 92631 TRANS UNION, LLC Consumer Relations PO Box 1000 Chester, PA 19022 Toll free: 1-800-888-4213 TRANS UNION, LLC Regional Consumer Relations Center - East 2 Baldwin Place Crum Lynne, PA 19022 610-546-4600 Fax: 610-546-4605 Trans World Airlines, Inc. Susan Ahl 1415 Olive St., Suite 100 St. Louis, MO 63103 314-589-3600 TDD toll free: 1-800-421-8480 (reservations) Fax: 314-589-3626 www.twa.com The Travelers Companies Consumer Affairs One Tower Square 4GS Hartford, CT 06183-9079 860-277-0111 (switchboard) 860-954-2382 Fax: 860-954-3956 www.travelers.com Tripp Lite Office of Consumer Affairs 111 W. 35th St. Chicago, IL 60609 773-869-1234 or 773-869-1111 Fax: 773-869-1351 e-mail: pgalgan@tripplite.com www.triplite.com TruServ Corporation 8600 West Bryn Mawr Chicago, IL 60631-3505 773-695-5000 Fax: 773-695-5184 www.truserv.com Tupperware PO Box 2353 Orlando, FL 32802-2353 Toll free: 1-800-858-7221 (Referral Center) Fax: 407-847-1897 Turtle Wax, Inc. Patricia Arvidson 5655 West 73rd St. Chicago, IL 60638-6211 708-563-3600 Toll free: 1-800-805-7695 Fax: 708-563-4302 www.turtlewax.com TV Guide Four Radnor Corporate Center 100 Matson Ford Road Radnor, PA 19088 610-293-8500 Toll free: 1-800-866-1400 Fax: 610-687-6965 www.tv.com TXU TXU Electric and Gas Company 1601 Bryan St. Dallas, TX 75201-3401 972-791-2888 Toll free: 1-800-242-9113 Toll free: 1-800-460-3030 Toll free: 1-800-468-3388 Fax: 1-800-232-9448 www.txu.com Tyson Foods Willie Barber PO Box 2020 Springdale, AR 72765-2020 501-290-4714 Toll free: 1-800-233-6332 Fax: 501-290-7930 e-mail: barberw@tyson.com www.tyson.com U-Haul International Customer Service PO Box 21502 Phoenix, AZ 85036-1502 602-263-6771 Toll free: 1-800-528-0463 Fax: 602-263-6984 www.u-haul.com Umax Technologies 3561 Gateway Blvd. Freemont, CA 94538 Toll free: 1-800-468-8629 (customer support) Fax: 1-800-286-6186 (fax back) Unilever Consumer Services 800 Sylvan Ave. Englewood Cliffs, NJ 07632 Toll free: 1-800-621-2013 Toll free: 1-800-782-8301 www.unilever.com Unilever Cosmetics International Calvin Klein Cosmetics Company 350 Clark Dr. Mt. Olive, NJ 07828 Toll free: 1-800-715-4023 Fax: 973-691-7764 e-mail: consumer-affairs.ckcc@unilever.com Uniroyal Tires Chad Hake PO Box 19001 Greenville, SC 29602-9001 864-458-5000 Toll free: 1-877-458-5878 Fax: 864-458-6650 www.uniroyal.com UNISYS Corp. Unisys Walk Blue Bell, PA 19424-0001 215-986-4011 Toll free: 1-800-328-0440 Toll free: 1-800-874-8647 Fax: 215-986-5669 www.unisys.com United Airlines Diane Soucy Berga PO Box 66100 Chicago, IL 60666 847-700-4000 Toll free: 1-877-228-1327 Fax: 847-700-2214 www.ual.com United States Fidelity & Guarantee Co. (USF&G) 5801 Smith Ave. Baltimore, MD 21209 410-205-3000 www.usfg.com United Van Lines, Inc. One United Dr. Fenton, MO 63026 314-326-3100 Toll free: 1-800-948-4885 Fax: 314-326-3111 www.unitedvanlines.com US Airways Director, Consumer Affairs PO Box 1501 Winston-Salem, NC 27102 336-661-8126 Fax: 336-661-8187 www.usairways.com UST Public Relations 100 West Putnam Ave. Greenwich, CT 06830 203-661-1100 Fax: 203-863-7235 ValueStar Leslie Summers Communications Division 360 22nd St., 4th Floor Oakland, CA 94612 510-808-1311 510-808-1300 Toll free: 1-800-310-6661 Fax: 510-808-1440 e-mail: lsummers@valuestar.com www.valuestar.com The Valvoline Company Michael L. Cornett PO Box 14000 Lexington, KY 40512 606-357-7847 Toll free: 1-800-354-9061 Fax: 606-357-7918 Toll free: 1-800-682-6994 www.valvoline.com Verizon 1095 Ave. of the Americas New York, NY 10036 212-395-2121 (General Information) Toll free: 1-800-621-9900 TTY toll free: 1-800-974-6006 For unresolved issues, please contact Customer Relations toll free at 1-800-483-7988. www.verizon.com Viacom, Inc. Karen Zatorski Coporate Relations 1515 Broadway, 52nd Floor 212-258-6346 www.viacom.com Visa USA, Inc. PO Box 8999 San Francisco, CA 94128-8999 650-432-3200 TDD/TTY: 650-432-3200 Fax: 650-432-4153, 3074 (cardholders should always call issuing bank first) www.visa.com Vons Companies, Inc. 618 Michillinda Ave. Arcadia, CA 91007 626-821-7000 (corporate) 626-821-2525 (consumer affairs) Fax: 626-821-3654 www.supermarkets.com Wagner Spray Tech Corp. Customer Service Representative 1770 Fernbrook Lane Plymouth, MN 55447 612-553-7000 Toll free: 1-800-328-8251 Fax: 612-509-7555 Walgreen Co. Bernie Shimley Consumer Relations 200 Wilmot Road Deerfield, IL 60015 847-914-2704 Toll free: 1-800-289-2273 Fax: 847-914-3105 www.walgreens.com Wal-Mart Stores, Inc. Becky Elliott 702 SW Eighth St. Bentonville, AR 72716-0117 501-273-4000 Toll free: 1-800-WAL-MART Fax: 501-621-2063 e-mail: letters@wal-mart.com www.wal-mart.com Walter Drake, Inc. 4510 Edison Ave. Colorado Springs, CO 80915 719-596-3140 Toll free: 1-800-525-9291 Fax: 719-637-4984 www.walterdrake.com Wang Laboratories, Inc. 290 Concord Road Billerca, MA 01821-4130 978-967-5000 Toll free: 1-800-639-9264 Fax: 978-967-0829 Water Pik Technologies 1730 East Prospect Road Fort Collins, CO 80553-0001 970-484-1352 Toll free: 1-800-525-2774 Fax: 970-221-8715 www.waterpik.com Weider Health and Fitness 21100 Erwin St. Woodland Hills, CA 91367 818-884-6800 Fax: 818-704-5734 Weight Watchers Gourmet Food Company PO Box 10 Boise, ID 83707 Toll free: 1-800-762-0228 (Weight Watchers frozen entrees and frozen desserts) www.weightwatchers.com WendyÕs International, Inc. PO Box 256 Dublin, OH 43017-0256 614-764-3100 Toll free: 1-800-443-7266 Fax: 614-764-6707 www.wendys.com The West Bend Company Joanne Turchany 400 Washington St. West Bend, WI 53095 262-334-2311 Fax: 262-334-6800 www.westbend.com Western Digital 8105 Irvine Center Dr. Irvine, CA 92618 Toll free: 1-800-832-4778 or 1-800-275-4932 (customer support) Western Union Financial Services, Inc. Karen Walters Customer Relations 13022 Hollenberg Dr. Bridgeton, MO 63044 314-291-8000 Toll free: 1-800-634-1311 Fax: 314-291-5271 e-mail: karen.walters@firstdatacorp.com www.westernunion.com WestPoint Stores Jackie Smith PO Box 609 West Point, GA 31833-0609 Toll free: 1-800-533-8229 Fax: 706-645-7783 www.martex.com Wet Seal, Inc., dba Contempo Casuals 26972 Burbank Foothill Ranch, CA 92610 949-583-9029 Fax: 714-583-0715 www.wetseal.com Whirlpool Corp. 553 Benson Road Benton Harbor, MI 49022 616-923-7700 Toll free: 1-800-253-1301 Fax: 616-923-7829 www.whirlpool.com The White Rain Company Lee Farm Corporate Park 83 Wooster Heights Drive Danbury, CT 06810 Toll free: 1-800-575-7960 www.whiterain.com Whitehall-Robins Health Care Carol R. Manley PO Box 26609 Richmond, VA 23261-6609 Toll free: 1-800-322-3129 www.healthfront.com Wilke/Thornton, Inc. 545 Metro Place South Dublin, OH 43017 614-792-6900 Toll free: 1-800-860-6901 Fax: 614-792-6901 e-mail: info@wilke-thornton.com www.wilke-thornton.com Williams-Sonoma 10000 Covington Cross Dr. Las Vegas, NV 89144 702-360-7000 Toll free: 1-800-541-1262 Fax: 702-360-7091 www.wsgc.com Winmill & Company 11 Hanover Square New York, NY 10005 212-363-1100 Toll free: 1-800-847-4200 Fax: 212-363-1103 e-mail: info@mutualfunds.net www.mutualfunds.net Winn-Dixie Stores, Inc. Mickey Clerc PO Box B Jacksonville, FL 32203 904-783-5000 www.winn-dixie.com Winnebago Industries Steven R. Evenson 605 W. Crystal Lake Road PO Box 152 Forest City, IA 50436-0152 641-585-6252 Toll free: 1-800-537-1885 Fax: 641-585-6704 e-mail: or@winnabagoind.com www.winnebagoind.com Wrangler PO Box 21488 Greensboro, NC 27420 336-332-3564 Fax: 336-332-3223 e-mail: wranglerweb@vfc.com www.wrangler.com Wm. Wrigley Jr. Co. Barbara Zibell 410 North Michigan Ave. Chicago, IL 60611 312-644-2121 Fax: 312-644-0015 www.wrigley.com WUIP International 1409 South Lamar, Suite 1007 Dallas, TX 75215 972-233-0966 Wyse Technology 3471 North First St. San Jose, CA 95134 408-473-1200 408-435-2770 (service and parts) Fax: 408-473-1222 Xerox Corporation PO Box 1600 800 Long Ridge Road Stamford, CT 06904 203-968-3000 Toll free: 1-800-275-9376 Toll free: 1-800-822-2200 (supplies) www.xerox.com Xircom USA 2300 Corporate Center Dr. Thousand Oaks, CA 91320 805-376-9200 Fax: 805-376-9100 www.xircom.com Yamaha Motor Corporation Lindsey Foster 6555 Katella Ave. Cypress, CA 90630-5101 714-761-7435 Toll free: 1-800-962-7926 Fax: 714-761-7559 www.yamaha-motor.com Yashica See: Kyocera Optics, Inc. Zale Corporation See: GordonÕs Jewlers Zenith Electronics Corp. 1000 Milwaukee Ave. Glenview, IL 60025 256-772-1515 Toll free: 1-888-3 ZENITH e-mail: Customer.Service @zenith.com www.zenith.com Zenith Packard Bell 8285 West 3500 South Magna, UT 84044 Toll free: 1-800-227-3360 www.packardbell.com Car Manufacturers 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 unsuccessful, consider contacting the other organizations in this section that handle consumer complaints. 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 decision. In some programs, decisions are not binding on either party. Remember, before contacting one of these programs, try to resolve the complaint with the company. 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 dispute resolution programs. If 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. NHTSA also provides recall and crash test information, but does not handle complaints. Acura Customer Relations Dept. 1919 Torrance Blvd., 500-2N-7E Torrance, CA 90501-2746 Toll free: 1-800-382-2238 Toll free:1-800-594-8500 (roadside assistance) Fax: 310-783-3535 www.acura.com Alfa Romeo Distributors of North America, Inc. 7454 Brokerage Orlando, FL 32809 407-856-5000 Fax: 407-856-5000 American Honda Motor Co., Inc. Corporate Office Consumer Affairs Department 1919 Torrance Blvd. Torrance, CA 90501-2746 310-783-2000 Toll free: 1-800-999-1009 Fax: 310-783-3273 www.honda.com American Isuzu Motors, Inc. Owner Relations Department 13340 183rd St. Cerritos, CA 90702-6007 Toll free: 1-800-255-6727 Fax: 562-229-5455 www.isuzu.com American Suzuki Motor Corp. Customer Relations Dept. PO Box 1100 3251 East Imperial Hwy. Brea, CA 92822-1100 714-572-1490 or 714-996-7040, ext. 380 (motorcycles) Toll free: 1-800-934-0934 (automotive only) Fax: 714-524-2512 www.suzuki.com Aston Martin, Jaguar Landrover Premier Auto Group Customer Relations Dept. U.S. National Headquarters 1 Premier Place Irvine, CA 92618 949-341-6100 Toll free: 1-800-452-4827 Fax: 949-341-6152 www.jaguar.com Audi of America, Inc. Client Relations 3499 West Hamlin Road Rochester Hills, MI 48309 Toll free: 1-800-822-2834 Fax: 248-754-6504 www.audiusa.com BMW of North America, Inc. Corporate Office 300 Chestnut Ridge Rd. Woodcliff Lake, NJ 07675 201-307-4000 Toll free: 1-800-831-1117 (BMW Customer Service Center) Fax: 201-930-8362 www.bmwusa.com Buick Division General Motors Corp. Customer Assistance Center PO Box 33136 Detroit, MI 48232-5136 313-556-5000 Toll free: 1-800-521-7300 Toll free: 1-800-252-1112 (roadside assistance) TDD toll free: 1-800-832-8425 www.buick.com Cadillac Motor Car Division Customer Assistance Center PO Box 33169 Detroit, MI 48232-5169 Toll free: 1-800-458-8006 Toll free: 1-800-882-1112 (roadside assistance) TDD toll free: 1-800-833-2622 www.cadillac.com Chevrolet Motor Division, General Motors Corp. Customer Assistance Center PO Box 33170 Detroit, MI 48232-5170 Toll free: 1-800-222-1020 Toll free: 1-800-243-8872 (roadside assistance) TDD toll free: 1-800-833-2438 Fax: 313-556-5108 www.chevrolet.com Daihatsu America, Inc. Consumer Affairs Department 28 Centerpointe Dr. Ste 120 La Palma, CA 90623 714-690-4700 Toll free: 1-800-777-7070 Fax: 714-690-4720 www.daihatsu.com Daimler Chrysler Motors Corp See also: Jeep/Eagle Daimler Chrysler Customer Center PO Box 21-8004 Auburn Hills, MI 48321-8004 Toll free: 1-800-992-1997 Fax: 248-512-8084 www.chrysler.com Ferrari North America, Inc. Corporate Office 250 Sylvan Ave. Englewood Cliffs, NJ 07632 201-816-2600 Fax: 201-816-2626 e-mail: administrative@ferrari.com www.ferrari.com Ford Motor Company Customer Relationship Center 16800 Executive Plaza Dr. PO Box 6248 Dearborn, MI 48121 Toll free: 1-800-392-3673 (all makes) Toll free: 1-800-521-4140 (Lincoln and Merkur only) TDD toll free: 1-800-232-5952 www.ford.com Ford Dispute Settlement Board PO Box 5120 Southfield MI 48086-5120 Toll free: 1-800-428-3718 General Motors Corporation Corporate Affairs/Community Relations 100 Renaissance Center Detroit, MI 48265 313-667-3800 or 313-556-5000 GMC Division General Motors Corp. Customer Assistance Center PO Box 33172 Detroit, MI 48232-5172 Toll free: 1-800-462-8782 Toll free: 1-800-223-7799 (roadside assistance) TDD toll free: 1-800-462-8583 www.gmc.com Honda See: American Honda Motor Co., Inc. Hyundai Motor America Consumer Affairs 10550 Talbert Ave. PO Box 20850 Fountain Valley, CA 92728-0850 714-965-3000 Toll free: 1-800-633-5151 Fax: 714-965-3861 e-mail: cmd@hma.service.com www.hyundai.usa.com Isuzu See: American Isuzu Motors, Inc. Jeep/Eagle Division of Chrysler Corp. Customer Relations PO Box 21-8004 Auburn Hills, MI 48321 Toll free: 1-800-992-1997 Fax: 248-512-8084 Kia Motors America, Inc. Consumer Assistance Center PO Box 52410 Irvine, CA 92619-2410 Toll free: 1-800-333-4KIA Fax: 949-470-2812 www.kia.com Lexus A Division of Toyota Motor Sales, U.S.A., Inc. Customer Satisfaction Department Mail Drop L203 19001 South Western Ave. Torrance, CA 90509-2732 Toll free: 1-800-25 LEXUS Fax: 310-468-2992 www.lexus.com Mazda Motors of America, Inc. Mazda North American Operations Customer Relations Manager Jamboree Plaza 4 Park Plaza, Suite 1250 Irvine, CA 92614 Toll free: 1-800-222-5500 www.mazdausa.com Mercedes Benz of North America, Inc. Mercedes Benz USA, Inc. Customer Assistance Center 3 Paragon Dr. Montvale, NJ 07645 Toll free: 1-800-222-0100 Toll free: 1-800-367-6372 (1-800-FOR-MERC) Fax: 201-476-6213 www.mbusa.com Mitsubishi Motor Sales of America, Inc. Customer Relations 6400 Katella Ave. Cypress, CA 90630-0064 Toll free: 1-800-MITSU-2000 www.mitsubishimotors.com Nissan North America Nissan North America, Inc. Consumer Affairs Group PO Box 191 Gardena, CA 90248-0191 310-532-3111 Toll free: 1-800-647-7261 (all consumer inquiries) Fax: 310-771-2025 www.nissan-usa.com Oldsmobile Division, General Motors Corp. Customer Assistance Network PO Box 33171 Detroit, MI 48232-5171 Toll free: 1-800-442-6537 Toll free: 1-800-535-6537 (roadside assistance) TDD toll free: 1-800-833-6537 www.oldsmobile.com Peugeot Motors of America, Inc. Consumer Relations Overlook at Great Notch 150 Clove Road Little Falls, NJ 07424 973-812-4444 Toll free: 1-800-345-5545 Fax: 973-812-2148 e-mail: peugeot2@bellatlantic.net www.peugeot.com Pontiac Division, General Motors Corp. Customer Assistance Center P.O. Box 33172 Detroit, MI 48232-5172 Toll free: 1-800-762-2737 (1-800-PM-CARES) Toll free: 1-800-762-3743 (1-800-ROADSIDE) TDD toll free: 1-800-833-7668 www.gm.com Porsche Cars North America, Inc. Owner Relations 980 Hammond Dr,. Suite 1000 Atlanta, GA 30328 770-290-3500 Toll free: 1-800-545-8039 Fax: 770-360-3711 www.porsche.com Saab Cars USA, Inc. Customer Assistance Center 4405-A International Blvd. Norcross, GA 30093 770-279-0100 Toll free: 1-800-955-9007 Fax: 770-279-6499 www.saabusa.com Saturn Corp., Division of General Motors Corp. Saturn Customer Assistance Center 100 Saturn Parkway Spring Hill, TN 37174 931-486-5050 Toll free: 1-800-553-6000 TDD toll free: 1-800-833-6000 Fax: 931-486-5059 www.saturn.com Schuman Carriage Subaru 1234 South Beretania St. P.O. Box 2420 Honolulu, HI 96804 808-592-4464 Fax: 808-592-4494 Subaru of America, Inc. National Customer Service Center Subaru Plaza, PO Box 6000 Cherry Hill, NJ 08002 856-488-8500 Toll free: 1-800-782-2783 Fax: 856-488-0485 www.subaru.com Toyota Motor Sales USA, Inc. Customer Assistance Center Department H200 19001 S. Western Avenue Torrance, CA 90509 310-468-4000 Toll free: 1-800-331-4331 TDD toll free: 1-800-443-4999 Fax: 310-468-7800 www.toyota.com Volkswagen of America Customer Relations Hills Corporate Center 3499 West Hamlin Rd. Rochester Hills, MI 48309 Toll free: 1-800-DRIVE VW Toll free: 1-800-822-8987 Fax: 248-340-4660 www.vw.com Volvo Cars of North America Corporate Office Customer Service PO Box 914 7 Volvo Drive, Building A Rockleigh, NJ 07647-0915 Toll free: 1-800-458-1552 Fax: 201-768-8695 www.volvocars.com Center for Auto Safety (CAS) 1825 Connecticut Ave., NW Suite 330 Washington, DC 20009 202-328-7700, ext. 107 www.autosafety.org CAS advocates on behalf of consumers in auto safety and quality, fuel efficiency, emissions, and related issues. For advice on specific problems, CAS requests that consumers write a brief statement of the problem or question; include the year, make, model of the vehicle, and a stamped self-addressed envelope. BBB AUTO LINE Council of Better Business Bureaus, Inc. 4200 Wilson Blvd., Suite 800 Arlington, VA 22203-1838 703-276-0100 Toll free: 1-800-955-5100 TDD/TTY: 703-276-1862 Fax: 703-525-8277 e-mail: info@cbbb.bbb.org www.bbb.org Third-party dispute resolution program for automobile manufacturers. International Association of Lemon Law Administrators 89 Annabessacook Dr. Winthrop, ME 04364 207-377-8752 Fax: 207-377-5992 e-mail: ialla@ialla.net www.ialla.net, www.TheLemonLaw.org This organization supports and promotes government agencies that administer motor vehicle warranty and related laws, through the publication of a newsletter, consumer and industry education, and other intergovernmental activities. Motorist Assurance Program 7101 Wisconsin Ave, Suite 1200 Bethesda, MD 20814 301-634-4954 or 301-634-4955 Fax: 202-318-0378 e-mail: map@motorist.org www.motorist.org MAP accredits those auto repair shops that apply and follow industry developed standards for inspecting vehicles as well as meet other requirements, handles inquiries/disputes between accredited shops and customers and offers information to consumers about how to locate a repair shop, how to talk to a technician and how to gain satisfaction from auto repair shops. National Automobile Dealers Association 8400 Westpark Dr. McLean, VA 22102 703-821-7000 Toll free: 1-800-252-6232 Fax: 703-821-7075 www.nada.org Third-party dispute resolution program administered through the National Automobile Dealers Association. Consumer information available on request. National Institute for Automotive Service Excellence (ASE) 101 Blue Seal Dr. SE, Suite 101 Leesburg, VA 20175 703-669-6600 www.asecert.org ASE is an independent, national nonprofit organization founded in 1972 to help improve the quality of automotive service and repair through the voluntary testing and certification of automotive repair professionals. More than 424,000 ASE-certified technicians work in dealerships, independent repair shops, service stations, auto parts stores, fleets and schools. ASE publishes several consumer publications about auto maintenance and repair. RV Consumer Group PO Box 520 Quilcene, WA 98376 Order Desk: 1-800-405-3325 e-mail: rvgroup@rv.org www.rv.org The RV Consumer Group is a a nonprofit organization dedicated to the safety of recreational vehicles.It is not aligned or affiliated with the RV industry. The RV Consumer Group offers books and memberships to help consumers with the selection of buying RVs. State, County and City Government Consumer Protection Offices City, county and state consumer protection offices provide consumers with important services. They might mediate complaints, conduct investigations, prosecute offenders of consumer laws, license and regulate a variety of professionals, promote strong consumer proctection legislation, provide educational materials and advocate in the consumer interest. City and county consumer offices are familiar with local businesses and local ordinances and state laws. If there is no local consumer office in your area, contact your state consumer office. 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 specifically geared to state laws and local issues. Call to obtain available educational information on your problem. This list is arranged in alphabetical order by state name. State, county and city jurisdictions and TDD numbers are in bold type. Alabama County Offices Assistant Attorney General Office of the Attorney General Consumer Affairs Section 11 South Union St. Montgomery, AL 36130 334-242-7335 Toll free in AL: 1-800-392-5658 www.ago.state.al.us Alaska State Offices Consumer Protection Unit Office of the Attorney General 1031 West 4th Ave., Suite 200 Anchorage, AK 99501-5903 907-269-5100 Fax: 907-276-8554 www.law.state.ak.us Arizona State Offices Chief Counsel Consumer Protection and Advocacy Section Office of the Attorney General 1275 West Washington St. Phoenix, AZ 85007 602-542-3702 602-542-5763 (consumer information and complaints) Toll free in AZ: 1-800-352-8431 TDD: 602-542-5002 Fax: 602-542-4579 www.ag.state.az.us Assistant Attorney General Office of the Attorney General Consumer Protection 400 West Congress South Bldg., Suite 315 Tucson, AZ 85701 520-628-6504 Toll free in AZ: 1-800-352-8431 Fax: 520-628-6532 www.ag.state.az.us County Offices Cochise County AttorneyÕs Office Post Office Drawer CA Bisbee, AZ 85603 520-432-9377 Fax: 520-432-4280 County Attorney Greenlee County AttorneyÕs Office PO Box 1717 Clifton, AZ 85533 928-865-4108 Fax: 928-865-4665 County Attorney Coconino County AttorneyÕs Office 110 East Cherry Ave. Flagstaff, AZ 86001 928-779-6518 Fax: 928-779-5618 Pinal County Attorney County AttorneyÕs Office PO Box 887 Florence, AZ 85232 520-868-6271 Fax: 520-868-6521 County Attorney Gila County AttorneyÕs Office 1400 East Ash St. Globe, AZ 85501 928-425-3231, ext. 298 Fax: 928-425-3720 County Attorney Navajo County AttorneyÕs Office PO Box 668 Holbrook, AZ 86025 928-524-4026 Fax: 928-524-4244 County Attorney Mohave County AttorneyÕs Office 315 North 4th St. P.O. Box 7000 Kingman, AZ 86402-7000 928-753-0719 Fax: 928-753-2669 County Attorney Santa Cruz County AttorneyÕs Office 2150 North Congress Dr. Suite 201 Nogales, AZ 85621 520-375-7780 Fax: 520-761-7859 La Paz County Attorney County Attorney 1320 Kofa Ave. Parker, AZ 85344 928-669-6118 Fax: 928-669-2019 County Attorney Yavapai County AttorneyÕs Office Yavapai County Courthouse 255 East Gurley Prescott, AZ 86301 928-771-3344 Fax: 928-771-3110 County Attorney Graham County AttorneyÕs Office Graham County Courthouse 800 West Main Safford, AZ 85546 928-428-3620 Fax: 928-428-7200 County Attorney Apache County AttorneyÕs Office PO Box 637 St. Johns, AZ 85936 928-337-7560 Fax: 928-337-2427 County Attorney Yuma County AttorneyÕs Office 168 South Second Ave. Yuma, AZ 85364 928-329-2270 Fax: 928-329-2284 City Offices Deputy City Attorney Consumer Affairs Division Tucson City AttorneyÕs Office 1501 N. Oracle Annex P.O. Box 27210 Tucson, AZ 85726-7210 520-791-4886 Fax: 520-791-4991 Arkansas State Offices Deputy Attorney General Consumer Protection Division Office of the Attorney General 323 Center St., Suite 200 Little Rock, AR 72201 501-682-2007 501-682-2341 (Consumer Hotline) Toll free: 1-800-448-3014 Crime Victims Hotline) 501-682-1334 (Local Do Not Call Program) Toll free: 1-877-866-8225 (In State Do Not Call Program) Toll free: 1-800-482-8982 TDD: 501-682-6073 Fax: 501-682-8118 e-mail: consumer@ag.state.ar.us www.ag.state.ar.us Bermuda Inspector, Department of Consumer Affairs Ingham and Wilkinson Bldg. 129 Front Street Hamilton, Bermuda, BE HM 12 441-297-7627 Fax: 441-295-6892 e-mail: mcsharpe@bdagov.bm California State Offices Acting Chief Bureau of Automotive Repair California Department of Consumer Affairs 10240 Systems Parkway Sacramento, CA 95827 916-255-4300 Toll free in CA: 1-800-952-5210 TDD: 916-255-1369 www.autorepair.ca.gov Director California Department of Consumer Affairs 400 R St., Suite 3000 Sacramento, CA 95814 916-445-4465 916-445-2643 (Correspondence and Complaint Review Unit) Toll free in CA: 1-800-952-5210 TDD/TTY: 916-322-1700 or 1-800-326-2297 www.dca.ca.gov Attorney General Office of the Attorney General Public Inquiry Unit P.O. Box 944255 Sacramento, CA 94244-2550 916-322-3360 Toll free in CA: 1-800-952-5225 TDD: 916-324-5564 www.caag.state.ca.us County Offices Supervising Deputy District Attorney Criminal Division Kern County District AttorneyÕs Office 1215 Truxtun Ave., 3rd Floor Bakersfield, CA 93301 661-868-2350 Fax: 661-868-2135 Deputy District Attorney Consumer Affairs Unit Solano County Distict AttorneyÕs Office 600 Union Ave. Fairfield, CA 94533 707-421-6859 707-421-6800 Fax: 707-421-7986 Senior Deputy District Attorney Business Affairs Unit Fresno County District AttorneyÕs Office 1250 Van Ness Ave., 2nd Floor Fresno, CA 93721 559-488-3836 559-488-3156 Fax: 559-495-1315 Director Los Angeles County Department of Consumer Affairs 500 West Temple St., Rm. B-96 Los Angeles, CA 90012-2706 213-974-1452 Fax: 213-687-0233 consumer-affairs.co.la.ca.us Senior Deputy District Attorney Contra Costa County District AttorneyÕs Office 627 Ferry St. Martinez, CA 94553 925-646-4620 Fax: 925-646-4683 Deputy District Attorney Consumer Fraud Unit Stanislaus County District AttorneyÕs Office PO Box 442 Modesto, CA 95353-0442 209-525-5550 Fax: 209-525-5545 www.stanislaus-da.org District Attorney Consumer Affairs Division Napa County District AttorneyÕs Office 931 Parkway Mall, PO Box 720 Napa, CA 94559 707-253-4211 707-253-4059 Fax: 707-253-4041 Deputy in Charge Consumer & Environmental Unit, San Mateo County District AttorneyÕs Office 400 County Center, 3rd Floor Redwood City, CA 94063 650-363-4651 Supervising Deputy District Attorney Consumer and Environmental Protection Division, Sacramento County District AttorneyÕs Office PO Box 749 906 G Street, Ste. 700 Sacramento, CA 95812-0749 916-874-6174 Fax: 916-874-7660 Monterey County District Attorney Consumer Protection Division PO Box 1131 Salinas, CA 93902 831-755-5073 Fax: 831-755-5608 Division Chief San Diego County District AttorneyÕs Office 330 W. Broadway, Suite 700 San Diego, CA 92101 619-531-4070 Fax: 619-531-4481 www.sandiegoda.com Consumer and Environmental Unit, San Francisco County District AttorneyÕs Office 732 Brannan St. San Francisco, CA 94103 415-551-9595 (public inquiries) Fax: 415-551-9504 www.ci.sf.ca.us/casf/ Supervising Deputy District Attorney Santa Clara County District AttorneyÕs Consumer Protection Unit 70 West Hedding St. West Wing, 4th Floor San Jose, CA 95110 408-792-2880 (consumer protection) 408-792-2881 (small claims advisory) Fax: 408-279-8742 www.santaclara-da.org/consumer.html Director Economic Crime Division Consumer Fraud Department County Government Center 1050 Monterey St., Room 235 San Luis Obispo, CA 93408 805-781-5856 Fax: 805-781-1173 www.sloda.com Consumer Protection Division Marin County District AttorneyÕs Office Hall of Justice, Room 130 3501 Civic Center Drive San Rafael, CA 94903 415-499-6495 Fax: 415-499-3719 e-mail: consumer@co.marin.ca.us co.marin.ca.us/depts/DA/main/index.cfm Mediation Coordinator Marin County Mediation Services 4 Jeannette Prandi Way San Rafael, CA 94903 415-499-7454 Fax: 415-499-3673 Senior Deputy District Attorney Consumer Protection Unit Santa Barbara County District AttorneyÕs Office 1105 Santa Barbara St. Santa Barbara, CA 93101 805-568-2300 Fax: 805-568-2398 Coordinator Division of Consumer Affairs Santa Cruz County District AttorneyÕs Office 701 Ocean St., Room 200 Santa Cruz, CA 95060 831-454-2050 TDD/TTY: 831-454-2123 Fax: 831-454-2920 e-mail: dat155@co.santa-cruz.ca.us www.CO.Santa-Cruz.CA/US Supervising Deputy District Attorney San Joaquin County District AttorneyÕs Office, Consumer Affairs Prosecution Unit 222 East Weber, Room 412 P.O. Box 990 Stockton, CA 95202 209-468-9321 Fax: 209-468-0314 District Attorney Mendocino County District AttorneyÕs Office PO Box 1000 Ukiah, CA 95482 707-463-4211 Fax: 707-463-4687 Supervisor Consumer Mediation Section Ventura County District AttorneyÕs Office 800 South Victoria Ave. Ventura, CA 93009 805-654-3110 Fax: 805-648-9255 www.ventura.org/vcda Consumer Fraud and Environmental Prosecution Unit, Tulare County District AttorneyÕs Office 221 S. Mooney Blvd., Rm. 224 Visalia, CA 93291 559-733-6411 Fax: 559-730-2658 Supervising Deputy District Attorney Consumer/Environmental Protection Unit Orange County District AttorneyÕs Office 401 Civic Center Dr. West Santana, CA 92701 714-347-8706 Fax: 714-568-1250 City Offices Supervising Deputy City Attorney Consumer Protection Division Los Angeles City AttorneyÕs Office 200 North Main St. 1600 City Hall East Los Angeles, CA 90012 213-485-4515 Fax: 213-847-0402 e-mail: dkass@atty.lacity.org Head Deputy City Attorney Consumer and Environmental Protection Unit, San Diego City AttorneyÕs Office 1200 Third Ave., Suite 700 San Diego, CA 92101-4106 619-533-5600 www.sannet.gov/city-attorney Deputy City Attorney Consumer Protection and Fair Housing 1685 Main St., Room 310 Santa Monica, CA 90401 310-458-8336 Fax: 310-395-6727 e-mail: consumers@ci.santa-monica.ca.us pen.ci.santa-monica.ca.us/atty /consumer_protection/ Colorado State Offices Consumer Protection Division Colorado Attorney GeneralÕs Office 1525 Sherman St., 5th Floor Denver, CO 80203-1760 303-866-5079 Toll free: 1-800-222-4444 Fax: 303-866-5443 County Offices Chief Deputy District Attorney Economic Crime Division El Paso and Teller Counties District AttorneyÕs Office 105 East Vermijo, Suite 205 Colorado Springs, CO 80903-2083 719-520-6002 Fax: 719-520-6006 e-mail: david_zook@co.el-paso.co.us www.co.el-paso.co.us/ DistrictAttorney/default.asp Chief Deputy District Attorney Denver District AttorneyÕs Economic Crimes Unit 303 West Colfax Ave., Ste 1300 Denver, CO 80204 720-913-9179 TDD/TTY: 720-913-9182 Fax: 720-913-9177 www.denverda.org District Attorney Archuleta, LaPlata and San Juan Counties District AttorneyÕs Office PO Drawer 3455 Durango, CO 81302 970-247-8850 Fax: 970-259-0200 District Attorney Weld County District AttorneyÕs Office PO Box 1167 Greeley, CO 80632 970-356-4010 Fax: 970-352-8023 District Attorney Pueblo County District AttorneyÕs Office 201 West 8th St., Suite 801 Pueblo, CO 81003 719-583-6030 Fax: 719-583-6666 Connecticut State Offices Commissioner Department of Consumer Protection 165 Capitol Ave. Hartford, CT 06106 860-713-6300 Toll free in CT: 1-800-842-2649 Fax: 860-713-7239 www.state.ct.us/dcp City Offices Director of Consumer Protection City of Middletown 245 DeKoven Dr. PO Box 1300 Middletown, CT 06457-1300 860-344-3491 TDD: 860-344-3521 Fax: 860-344-3561 e-mail: phil.cacciola@cityofmiddleton.com Delaware State Offices Director Fraud and Consumer Protection Division Office of the Attorney General 820 North French St., 5th Floor Wilmington, DE 19801 302-577-8600 Toll free in DE: 1-800-220-5424 Fax: 302-577-6499 www.state.de.us/attgen/consumer.htm District of Columbia District of Columbia Offices Senior Counsel Office of the Corporation Counsel 441 4th St. NW, Suite 450-N Washington, DC 20001 202-442-9828 (consumer hotline) Fax: 202-727-6546 Florida State Offices Chief of Multi-State Litigation Consumer Litigation Section 110 SE 6th St. Fort Lauderdale, FL 33301 954-712-4600 Fax: 954-712-4706 Assistant Deputy Attorney General Economic Crimes Division Office of the Attorney General 110 SE 6th St., 10th Floor Fort Lauderdale, FL 33301 954-712-4600 Fax: 954-712-4700 www.legal.firn.edu Assistant Attorney General Economic Crimes Division Office of the Attorney General 135 West Central Blvd., 10th Fl. Century Plaza, Ste. 1000 Orlando, FL 32801 407-999-5588 Fax: 407-245-0365 Director of Division Consumer Services Department of Agriculture & Consumer Services Terry L. Rhoads Building 2005 Apalachee Tallahassee, FL 32399 850-922-2966 Toll free in FL: 1-800-435-7352 Fax: 850-410-3839 www.800helpfla.com Assistant Deputy Attorney General Economic Crimes Division Office of the Attorney General The Capitol, Suite PL01 Tallahassee, FL 32399-1050 850-414-3300 Fax: 850-488-4483 County Offices Director Pinellas County Office of Consumer Protection 15251 Roosevelt Blvd., Ste. 209 Clearwater, FL 33760 727-464-6200 TDD/TTY: 727-464-6088 Fax: 727-464-6129 www.pinellascounty.org Director Broward County Consumer Affairs Division 115 S. Andrews Ave., A460 Fort Lauderdale, FL 33301 954-765-5350, ext. 232 Fax: 954-765-5309 e-mail: mfandel@broward.org www.broward.org/consumer Director Consumer Services Department Miami-Dade County 140 West Flagler St., Suite 903 Miami, FL 33130 305-375-3677 (Consumer Hotline) TDD/TTY: 305-375-4177 Fax: 305-375-4120 e-mail: consumer@miamidade.gov www.co.miami-dade.fl.us/csd Chief, Assistant State Attorney, Dade County Economic Crime Unit Office of the State Attorney 1350 NW 12th Ave. 5th Floor, Graham Building Miami, FL 33136-2111 305-547-0671 Fax: 305- 547-0717 Investigator Pasco County Consumer Affairs Division 7530 Little Road New Port Richey, FL 34654 727-847-8106 352-521-5179 Fax: 727-847-8191 Chief Investigator Orange County Consumer Fraud Unit 415 North Orange Ave. P.O. Box 1673 Orlando, FL 32802 407-836-2490 Fax: 407-836-2376 e-mail: fraudhelp@sao9.org www.orangecountyfl.net Administrator Consumer Protection Agency Hillsborough County Consumer Protection Agency 8900 N. Armenia Ave., Ste. 226 Tampa, FL 33604-1067 813-903-3430 Fax: 813-903-3432 www.hillsboroughcounty.org Director Palm Beach County Division of Consumer Affairs 50 South Military Trail, Ste. 201 West Palm Beach, FL 33415 561-233-4820 Toll free: 1-800-930-5124 (Palm Beach County) Fax: 561-233-4838 e-mail: consumer@co.palm-beach.fl.us City Offices Chief of Consumer Affairs City of Jacksonville Division of Consumer Affairs St. James Building 117 West Duval St., Ste. M-100 Jacksonville, FL 32202 904-630-3467 Fax: 904-630-3458 www.coj.net/pub/consumer/consumer.htm Assistant Attorney General Economic Crimes Division Office of the Attorney General Westwood Center 2002 North Lois Ave., Suite 520 Tampa, FL 33607 813-801-0600 Fax: 813-871-7262 Georgia State Offices Administrator, GovernorÕs Office of Consumer Affairs 2 Martin Luther King, Jr. Dr. Suite 356 Atlanta, GA 30334 404-656-3790 Toll free in GA (outside Atlanta area): 1-800-869-1123 Fax: 404-651-9018 www2.state.ga.us/gaoca Hawaii State Offices Investigator, Office of Consumer Protection, Department of Commerce and Consumer Affairs 345 Kekuanaoa St., Rm. 12 Hilo, HI 96720 808-933-0910 Fax: 808-933-8845 Executive Director Office of Consumer Protection, Department of Commerce and Consumer Affairs 235 S. Beretania St., Rm. 801 Honolulu, HI 96813 808-586-2636 Fax: 808-586-2640 Investigator, Office of Consumer Protection Deptartment of Commerce and Consumer Affairs 1063 Lower Main St., Ste. C-216 Wailuku, HI 96793 808-984-8244 Fax: 808-243-5807 www.state.hi.us/dcca/ Idaho State Offices Deputy Attorney General Consumer Protection Unit Idaho Attorney GeneralÕs Office 650 West State St. Boise, ID 83720-0010 208-334-2424 Toll free in ID: 1-800-432-3545 Fax: 208-334-2830 www.state.id.us/ag Illinois State Offices Office of the Attorney General 1001 East Main St. Carbondale, IL 62901 618-529-6400 Toll free in IL: 1-800-243-0607 (consumer hotline serving southern Illinois) TDD: 618-529-0607 Fax: 618-529-6416 Bureau Chief Consumer Fraud Bureau 100 West Randolph, 12th Floor Chicago, IL 60601 312-814-3580 Toll free in IL: 1-800-386-5438 TDD: 312-814-3374 Fax: 312-814-2549 or 312-814-3806 www.ag.state.il.us Chief Consumer Protection Division of the Attorney General Office 100 West Randolph, 12th Floor Chicago, IL 60601 312-814-3000 TDD: 312-793-2852 Fax: 312-814-2593 www.ag.state.il.us GovernorÕs Office of Citizens Assistance 222 South College Room 106 Springfield, IL 62706 217-782-0244 Toll free in IL: 1-800-642-3112 Fax: 217-524-4049 e-mail: governor@state.il.us County Offices Supervisor Cook County State AttorneyÕs Office Consumer Fraud Division 69 West Washington, Suite 700 Chicago, IL 60602 312-603-8700 StateÕs Attorney Madison County Office of StateÕs Attorney 157 North Main St., Suite 402 Edwardsville, IL 62025 618-692-6280 Fax: 618-656-7312 Bureau Chief of Consumer Fraud Department of Consumer Affairs serving Central Illinois Office of the Attorney General 500 South Second St. Springfield, IL 62706 217-782-1090 Toll free in IL: 1-800-243-0618 217-785-2771 Fax: 217-782-1097 e-mail: attorney_general@atg.state.il.us www.ag.state.il.us City Offices Commissioner Chicago Department of Consumer Services 121 North LaSalle St., Rm. 808 Chicago, IL 60602 312-744-4006 TDD: 312-744-9385 Fax: 312-744-9089 www.ci.chi.il.us/ConsumerServices/ Administrator City of Des Plaines Consumer Protection Office City of Des Plaines 1420 Miner St. Des Plaines, IL 60016 847-391-5006 Fax: 847-391-5378 e-mail: admin@desplains.org Indiana State Offices Chief Counsel and Director Consumer Protection Division Office of the Attorney General Indiana Government Center South 402 W. Washington St., 5th Fl. Indianapolis, IN 46204 317-232-6201 Toll free in IN: 1-800-382-5516 (Consumer Hotline) Fax: 317-232-7979 www.in.gov/attorneygeneral County Offices Marion County Prosecuting Attorney Marrion County Prosecuting AttorneyÕs Office 560 City-County Building 200 East Washington Street Indianapolis, IN 46204-3363 317-327-3892 TDD/TTY: 317-327-5186 Fax: 317-327-5409 www.indygov.org Iowa State Offices Assistant Attorney General Consumer Protection Division Office of the Attorney General Director of Consumer Protection Division 1300 East Walnut St., 2nd Floor Des Moines, IA 50319 515-281-5926 Fax: 515-281-6771 e-mail: consumer@ag.state.ia.us www.IowaAttorneyGeneral.org Kansas State Offices Deputy Attorney General Consumer Protection Division Office of the Attorney General 120 SW 10th, 4th Floor Topeka, KS 66612-1597 785-296-3751 Toll free in KS: 1-800-432-2310 TDD/TTY: 785-291-3767 Fax: 785-291-3699 e-mail: cprotect@ksag.org www.ink.org/public/ksag County Offices Johnson County District AttorneyÕs Office Consumer Protection Division Johnson County Courthouse 100 North Kansas Ave. Olathe, KS 66061 913-715-3003 Fax: 913-715-3040 Deputy District Attorney Office of the District Attorney Consumer Fraud & Economic Crime Division 535 North Main St., 1st Floor Wichita, KS 67203-3747 316-383-7921 Toll free in KS: 1-800-432-2310 Fax: 316-383-4669 e-mail: consumer@sedgwick.gov Kentucky State Offices Director Consumer Protection Division Office of the Attorney General 1024 Capital Center Dr. Frankfort, KY 40601 502-696-5389 Toll free in KY: 1-888-432-9257 Fax: 502-573-8317 e-mail: consumerprotection @law.state.ky.us www.kyattorneygeneral.com/cp Assistant Attorney General Consumer Protection Division Office of the Attorney General 9001 Shelbyville Road, Suite 3 Louisville, KY 40222 502-425-4825 Fax: 502-573-8317 Louisiana State Offices Chief Consumer Protection Section Office of the Attorney General 301 Main St,. Suite 1250 Baton Rouge, LA 70801 Toll free nationwide: 1-800-351-4889 Fax: 225-342-9637 www.ag.state.la.us County Offices Consumer Protection Section Jefferson Parish District Attorney 200 Derbigny St. 5th Floor Courthouse Annex Gretna, LA 70053 504-368-1020 Fax: 504-368-4562 Maine State Offices Director Office of Consumer Credit Regulation 35 State House Station Augusta, ME 04333-0035 207-624-8527 Toll free in ME: 1-800-332-8529 TDD/TTY: 207-624-8563 Fax: 207-582-7699 www.mainecreditreg.org Division Chief Public Protection Division Office of the Attorney General 6 State House Station Augusta, ME 04333-0006 207-626-8800 Maine Attorney GeneralÕs Consumer Mediation Sevice 6 State House Station Augusta, ME 04333 207-626-8849 www.state.me.us/ag Maryland State Offices Chief Consumer Protection Division Office of the Attorney General 200 Saint Paul Place, 16th Fl. Baltimore, MD 21202-2021 410-528-8662 (consumer complaint hotline) 410-576-6550 (consumer information) 410-528-1840 (health advocacy unit) TDD: 410-576-6372 (Maryland only) Fax: 410-576-7040 e-mail: consumer@oag.state.md.us www.oag.state.md.us/consumer Manager Business Licensing & Consumer Service Motor Vehicle Administration 6601 Ritchie Highway, NE Glen Burnie, MD 21062 410-768-7248 Fax: 410-768-7602 Regional Offices Administrator Maryland Attorney GeneralÕs Office Consumer Protection Division 138 East Antietam St, Ste 210 Hagerstown, MD 21740-5684 301-791-4780 410-576-6372 Fax: 301-791-7178 Consumer Affairs Specialist Eastern Shore Branch Office Consumer Protection Division Office of the Attorney General 201 Baptist St., Suite 30 Salisbury, MD 21801-4976 410-543-6620 Fax: 410-543-6642 www.oag.state.md.us County Offices Administrator Howard County Office of Consumer Affairs 6751 Columbia Gateway Dr. Columbia, MD 21046 410-313-6420 Fax: 410-313-6453 e-mail: shannan@co.ho.md.us Division Chief Montgomery County Division of Consumer Affairs 100 Maryland Ave., Suite 330 Rockville, MD 20850 240-777-3636 TDD: 240-777-3679 Fax: 240-777-3768 www.co.mo.md.us/hca Massachusetts State Offices Director, Executive Office of Consumer Affairs and Business Regulation 10 Park Plaza, Room 5170 Boston, MA 02116 617-973-8700 (general info.) 617-973-8787 (consumer hotline) Toll free in MA 1-888-283-3757 TDD/TTY: 617-973-8790 Fax: 617-973-8798 e-mail: consumer@state.ma.us www.mass.gov/consumer Attorney General Consumer Protection and Antitrust Division Office of the Attorney General 200 Portland St. Boston, MA 02114 617-727-8400 The Consumer Hotline Ð information and referral to city and local consumer offices (listed below) that work in conjunction with the Department of the Attorney General Fax: 617-727-3265 www.ago.state.ma.us Regional Offices Western Massachusetts Division 1350 Main Street Springfield, MA 01103 413-784-1240 Fax: 413-784-1244 Central Massachusetts Division One Exchange Place Worcester, MA 01608 508-792-7600 Fax: 508-795-1991 Southeastern Massachusetts Division 105 Williams Street New Bedford, MA 02740 508-990-9700 Fax: 508-990-8686 City and Local Offices MayorÕs Office of Consumer Affairs and Licensing Boston City Hall, Room 817 Boston, MA 02201 617-635-3834 617-635-4165 Fax: 617-635-4174 www.cityofboston.gov/consumeraffairs Cambridge ConsumersÕ Council 831 Massachusetts Ave. Cambridge, MA 02139 617-349-6150 Fax: 617-349-6148 www.ci.cambridge.ma.us/~Consumer Fall River Consumer Program One Government Center Fall River, MA 02722 508-324-2672 Fax: 508-324-2626 Consumer Protection Division North Western District AttorneyÕs Office 13 Conway St. Greenfield, MA 01301 413-774-5102 Fax: 413-773-3278 Consumer Protection Program Haverhill Community Action, Inc. 25 Locust St. Haverhill, MA 01830 978-373-1971 Fax: 978-373-8966 Consumer Assistance Council, Inc. 149 Main St. Hyannis, MA 02601 508-771-0700 Fax: 508-771-3011 www.consumercouncil.com Greater Lawrence Community Action Council, Inc. Consumer Protection Program 350 Essex St. Lawrence, MA 08140 978-681-4990 Fax: 978-681-4949 www.glcac.org/consumer.htm Middlesex Community College Law Center Local Consumer Program 33 Kearney Square Room 117 Lowell, MA 01852 978-656-3342 Fax: 978-656-3339 Consumer Assistance Office - Metro West, Inc. 209 West Central St. Natick, MA 01760 508-651-8812 Fax: 508-647-0661 Newton-Brookline Consumer Office Newton City Hall 1000 Commonwealth Ave. Newton, MA 02465 617-796-1287 Mass PIRG Consumer Action Center 182 Green St. North Weymouth, MA 02191 781-335-0280 Fax: 781-340-3991 Berkshire County Consumer Advocates, Inc. 150 North St. Pittsfield, MA 01201 413-443-9128 Fax: 413-496-9225 South Shore Community Action Council, Inc. 265 South Meadow Road Plymouth, MA 02360 508-747-7575 x226 Fax: 508-746-5140 MayorÕs Office of Consumer Information City of Springfield 1600 E. Columbus Ave. Springfield, MA 01103 413-787-6437 Fax: 413-787-7781 Consumer Council of Worcester County 484 Main St., 2nd Floor Worcester, MA 01608-1690 508-754-1176 Fax: 508-754-0203 Bentley Consumer Action Line Bentley College, Lindsey Hall 175 Forest Street Waltham, MA 02454 781-891-2478 Toll free: 1-800-273-9454 (serving Brockton, MA residents) Michigan State Offices Assistant in Charge Consumer Protection Division Office of Attorney General PO Box 30213 Lansing, MI 48909 517-373-1140 (complaint information) 517-373-1110 Fax: 517-241-3771 Director, Bureau of Automotive Regulation Michigan Department of State Lansing, MI 48918-1200 517-373-4777 Toll free in MI: 1-800-292-4204 Fax: 517-373-0964 County Offices Chief Investigator Bay County Consumer Protection Unit 1230 Washington - Courthouse Bay City, MI 48707-5994 517-895-4139 Fax: 517-895-4167 Director Consumer Protection Department, Office of the Prosecuting Attorney Macomb County Administration Bldg. One South Main Street 3rd Fl. Mt. Clemens, MI 48043 810-469-5600 or 810-469-5350 Fax: 810-469-5609 City Offices Director City of Detroit Consumer Affairs Department 65 Cadillac Square, Suite 1600 Detroit, MI 48226 313-224-3508 313-224-6995 (complaints) Fax: 313-224-2796 e-mail: castillojr@cadtwr.ci.detroit.mi.us www.ci.detroit.mi.us Minnesota State Offices Manager Consumer Services Division Minnesota Attorney GeneralÕs Office 1400 NCL Tower 445 Minnesota Street St. Paul, MN 55101 612-296-3353 Toll free: 1-800-657-3787 Fax: 612-282-5801 e-mail: consumer.ag@state.mn.us www.ag.state.mn.us/consumer County Offices Director, Citizens Info Hotline Hennepin County Citizen Information Hotline, Office of Hennepin County Attorney C-2000 County Government Center Minneapolis, MN 55487 612-348-4528 TDD/TTY: 612-348-6015 Fax: 612-348-9712 e-mail: citizeninfo@hennipin.mn.us www.co.hennepin.mn.us/coatty/hcatty.htm City Offices Director Division of Licenses & Consumer Services Minneapolis Department of Regulatory Services City Hall, Room 1C 350 South 5th Street Minneapolis, MN 55415 612-673-2080 TDD/TTY: 612-673-3300/3360 Fax: 612-673-3399 e-mail: opa@ci.minneapolis.mn.us www.ci.minneapolis.mn.us Mississippi State Offices Director Consumer Protection Division of the Mississippi Attorney GeneralÕs Office P.O. Box 22947 Jackson, MS 39225-2947 601-359-4230 Toll free in MS: 1-800-281-4418 Fax: 601-359-4231 www.ago.state.ms.us Director Bureau of Regulatory Services Department of Agriculture and Commerce 121 North Jefferson St. PO Box 1609 Jackson, MS 39201 601-359-1111 Fax: 601-354-6502 www.mdac.state.ms.us Missouri State Offices Deputy Chief Counsel Consumer Protection and Trade Offense Division PO Box 899 1530 Rax Court Jefferson City, MO 65102 573-751-6887 or 573-751-3321 Toll free in MO: 1-800-392-8222 TDD/TTY toll free in MO: 1-800-729-8668 Fax: 573-751-7948 e-mail: attgenmail@moago.org www.ago.state.mo.us Montana State Offices Chief Legal Counsel Consumer Affairs Unit Department of Administration 1424 Ninth Ave. Box 200501 Helena, MT 59620-0501 406-444-4312 (Misc.) 406-444-9405 (Telemarketing) 406-444-1588 (Automotive) Fax: 406-444-2903 Nebraska State Offices Assistant Attorney General Department of Justice 2115 State Capitol PO Box 98920 Lincoln, NE 68509 402-471-2682 Toll free in NE: 1-800-727-6432 Fax: 402-471-0006 www.nol.org/home/ago Nevada State Offices Commissioner Nevada Consumer Affairs Division 1850 East Sahara, Suite 101 Las Vegas, NV 89104 702-486-7355 Toll free: 1-800-326-5202 TDD: 702-486-7901 Fax: 702-486-7371 e-mail: ncad@fyiconsumer.org www.fyiconsumer.org Bureau of Consumer Protection 555 E. Washington Ave., Ste. 3900 Las Vegas, NV 89101 702-486-3420 Deputy Chief Investigator Consumer Affairs Division Department of Business and Industry 4600 Kietzke Lane Building B, Suite 113 Reno, NV 89502 775-688-1800 Toll free in NV: 1-800-326-5202 TDD: 775-486-7901 Fax: 702-688-1803 New Hampshire State Offices Consumer Protection and Antitrust Bureau New Hampshire Attorney GeneralÕs Office 33 Capitol St. Concord, NH 03301 603-271-3641 TDD toll free: 1-800-735-2964 Fax: 603-271-2110 www.state.nh.us/nhdoj/Consumer/cpb.html New Jersey State Offices Department of Law and Public Safety Division of Consumer Affairs PO Box 45025 Newark, NJ 07101 973-504-6200 Toll free: 1-800-242-5846 e-mail: askconsumeraffairs@smtp.lps.state.nj.us www.state.nj.us/lps/ca/home.htm County Offices Director Atlantic County Division of Consumer Affairs 1333 Atlantic Ave., 8th Floor Atlantic City, NJ 08401 609-343-2376 609-345-6700 Fax: 609-343-2322 www.aclink.org/law/mainpages/conshome.htm Director/Superintendent Camden County Office of Consumer Protection/Weights and Measures Jefferson House Lakeland Road Blackwood, NJ 08012 609-374-6161 or 609-374-6001 Toll free in NJ: 1-800-999-9045 Fax: 609-232-0748 e-mail: consumer@co.camden.nj.us www.co.camden.nj.us Director Department of Consumer Affairs & Weight & Measures Cumberland County 788 East Commerce St. Bridgeton, NJ 08302 856-453-2203 Fax: 856-453-2206 e-mail: louismo@co.cumberland.nj.us Director/Superintendent Cape May County Consumer Affairs Weights and Measures 4 Moore Road Cape May Court House, NJ 08210 609-463-6475 Fax: 609-465-4639 e-mail: mbrogan@co.cape-may.nj.us Senior Investigator Essex County Division of Consumer Action/Consumer Services 50 South Clinton St., Ste. 3201 East Orange, NJ 07018 973-395-8350 Fax: 973-395-8433 Office of Consumer Affairs County of Hunterdon PO Box 2900 Flemington, NJ 08822 908-806-5174 Fax: 908-806-4236 e-mail: jferrari@hclibr.eclipse.net Director Monmouth County Department of Consumer Affairs 50 East Main St., PO Box 1255 Freehold, NJ 07728-1255 732-431-7900 Fax: 732-845-2037 Director Hudson County Division of Consumer Affairs 595 Newark Ave. Jersey City, NJ 07306 201-795-6295 or 201-795-6163 Fax: 201-795-6462 Director/Superintendent Burlington County Office of Consumer Affairs/Weights and Measures 49 Rancocas Road P.O. Box 6000 Mount Holly, NJ 08060 609-265-5098 (Weights and Measures) 609-265-5054 (Consumer Affairs) Fax: 609-265-5065 Director Division of Consumer Affairs Somerset County PO Box 3000 Somerville, NJ 08876-1262 908-231-7000, ext. 7400 Fax: 908-429-0670 e-mail: consumeraffairs@co.somerset.nj.us www.co.somerset.nj.us Director Ocean County Department of Consumer Affairs/Weights and Measures 1027 Hooper Ave., PO Box 2191 Toms River, NJ 08754-2191 732-929-2105 Toll free in NJ: 1-800-722-0291, ext. 2105 Fax: 732-506-5330 Division Chief Mercer County Consumer Affairs 640 South Broad St., Rm. 404 PO Box 8068 Trenton, NJ 08650-0068 609-989-6671 Fax: 609-989-6670 Superintendent County of Passaic, Dept of Law and Public Safety Div of Weights and Measures - 1310 Route 23 North Wayne, NJ 07470 973-305-5750 (Weights & Measures) 973-305-5881 (Consumer Protection) Fax: 973-628-1796 e-mail: pcca@advanix.net Director Union County Division of Consumer Affairs 300 North Ave., East PO Box 186 Westfield, NJ 07091 908-654-9840 Fax: 908-654-3082 e-mail: fpeterson@unioncountynj.org www.unioncountynj.org Director Gloucester County, Department of Consumer Protection/Weights and Measures 152 North Broad St. PO Box 337 Woodbury, NJ 08096 856-853-3349 856-853-3350 TDD: 856-848-6616 Fax: 609-853-6813 e-mail: jsilvest@co.gloucester.nj.us City Offices Director, Livingston Consumer Affairs 357 South Livingston Ave. Livingston, NJ 07039 973-535-7976 Director Maywood Consumer Affairs Bourough of Maywood 459 Maywood Ave. Maywood, NJ 07607 201-845-5749 or 201-845-5749 Director Middlesex Borough Consumer Affairs 1200 Mountain Ave. Middlesex, NJ 08846 732-356-8090, ext. 250 Fax: 732-356-7954 Director Mountainside Consumer Affairs 1455 Coles Ave. Mountainside, NJ 07092 908-232-6600 Deputy Mayor Director Consumer Affairs Township of North Bergen Municipal Building 4233 Kennedy Blvd. North Bergen, NJ 07047 201-392-2157 (community service) 201-330-7291 (consumer protection) Fax: 201-392-8551 Director Nutley Consumer Affairs Public Affairs Building 149 Chestnut St. Nutley, NJ 07110 973-284-4975 Fax: 973-661-9411 Consumer Affairs Investigator Perth Amboy Consumer Affairs Office of Social Services Fayette and Read Streets Perth Amboy, NJ 08861 732-826-4300 Director Plainfield Action Services City Hall Annex 510 Watchung Avenue Plainfield, NJ 07060 908-753-3519 Fax: 908-753-3540 Town Attorney Secaucus Department of Consumer Affairs Municipal Government Center 1203 Patterson Plank Road Secaucus, NJ 07094 201-330-2008 Director Consumer Affairs Office 1976 Morris Ave. Union, NJ 07083 908-851-5458 or 908-851-8501 Director Wayne Township Consumer Affairs 475 Valley Road Wayne, NJ 07470 201-694-1800, ext. 3290 Director Weehawken Consumer Affairs 400 Park Ave. Weehawken, NJ 07087 201-319-6005 Fax: 201-319-0112 Director Woodbridge Consumer Affairs Woodbridge Township Municipal Building One Main Street Woodbridge, NJ 07095 732-602-6058 Fax: 732-602-6016 New Mexico State Offices Director Consumer Protection Division Office of the Attorney General PO Drawer 1508, 407 Galisteo Santa Fe, NM 87504-1508 505-827-6060 Toll free in NM: 1-800-678-1508 Fax: 505-827-6685 www.ago.state.nm.us New York State Offices Bureau Chief Bureau of Consumer Frauds and Protection Office of the Attorney General State Capitol Albany, NY 12224 518-474-5481 Toll free in NY: 1-800-771-7755 (hotline) Fax: 518-474-3618 www.oag.state.ny.us Chairperson and Executive Director New York State Consumer Protection Board 5 Empire State Plaza, Ste. 2101 Albany, NY 12223-1556 518-474-3514 518-474-8583 (capitol region) Toll free: 1-800-697-1220 Fax: 518-474-2474 e-mail: donna.ned@consumer.state.ny.us www.consumer.state.ny.us Deputy Bureau Chief Consumer Frauds and Protection Bureau Office of the Attorney General 120 Broadway, 3rd Fl. New York, NY 10271 212-416-8300 Toll free: 1-800-771-7755 Fax: 212-416-6003 Assistant Attorney General in Charge, Consumer Fraud and Protection Bureau New York State Office of the Attorney General Harlem Regional Office 163 West 125th St. New York, NY 10027-8201 212-961-4475 Fax: 212-961-4003 Assistant Attorney General in Charge Plattsburgh Regional Office Office of Attorney General 70 Clinton St. Plattsburgh, NY 12901 518-562-3282 Fax: 518-562-3294 Assistant Attorney General in Charge Consumer Fraud and Protection Bureau New York State Office of the Attorney General Westchester Regional Office 101 East Post Road White Plains, NY 10601-5008 914-422-8755 Fax: 914-422-8706 Regional Offices Assistant Attorney General Binghamton Regional Office New York State Office of the Attorney General State Office Building -17th Fl., 44 Hawley St. Binghamton, NY 13901-4433 607-721-8771 Toll free: 1-800-771-7755 Fax: 607-721-8789 e-mail: dennis.mccabe@oag.state.ny.us www.oag.state.ny.us Assistant Attorney General in Charge Brooklyn Regional Office New York State Office of the Attorney General Consumer Fraud Bureau 55 Hanson Place, Room 732 Brooklyn, NY 11217 718-722-3949 Fax: 718-722-3951 Assistant Attorney General in Charge Buffalo Regional Office New York State Office of the Attorney General Statler Towers 107 Delaware Ave., 4th Floor Buffalo, NY 14202 716-853-8400 Toll free: 1-800-771-7755 Fax: 716-853-8414 Assistant Attorney General in Charge Suffolk Regional Office Office of the Attorney General 300 Motor Parkway, Suite 205 Hauppauge, NY 11788 631-231-2401 Fax: 631-435-4757 Assistant Attorney General Poughkeepsie Regional Office New York State Office of the Attorney General 235 Main St. Poughkeepsie, NY 12601 914-485-3920 Toll free: 1-800-771-7755 TDD/TTY Toll free: 1-800-788-9898 Fax: 914-452-3303 www.oag.state.ny.us Assistant Attorney General in Charge Rochester Regional Office Office of the Attorney General 144 Exchange Blvd., 2nd Floor Rochester, NY 14614 716-546-7430 Toll free: 1-800-771-7755 TDD: 716-327-3249 Fax: 716-546-7514 e-mail: marian.payson@oag.state.ny.us www.oag.state.ny.us Assistant Attorney General in Charge Syracuse Regional Office Office of the Attorney General 615 Erie Blvd. West, Suite 102 Syracuse, NY 13204-2465 315-448-4848 Fax: 315-448-4851 Assistant Attorney General in Charge Utica Regional Office Office of the Attorney General 207 Genesee St., Room 504 Utica, NY 13501 315-793-2225 Toll free: 1-800-771-7755 Fax: 315-793-2228 www.oag.state.ny.us Assistant Attorney General in Charge Office of the Attorney General Watertown Regional Office Dulles State Office Building 317 Washington Street Watertown, NY 13601 315-785-2444 Toll free: 1-800-771-7755 Fax: 315-785-2294 www.oag.state.ny.us County Offices Confidential Secretary Department of Consumer Affairs Albany County Courthouse #40 Albany, NY 12207 518-487-5040 Fax: 518-487-5048 e-mail: jmcmahon@albanycounty.com www.albanycounty.com Assistant District Attorney in Charge Consumer Fraud Bureau Erie County District AttorneyÕs Office Statler Towers 107 Delaware Ave., 4th Fl. Buffalo, NY 14202 716-853-8404 Toll free in NY: 1-800-771-7755 Fax: 716-853-8414 Consumer Affairs Commissioner Orange County Department of Consumer Affairs 99 Main St. Goshen, NY 10924 845-291-2400 Fax: 845-291-2385 Director Suffolk County ExecutiveÕs Office of Consumer Affairs N. County Complex, Bldg. 340 Veterans Memorial Highway Hauppauge, NY 11788 631-853-4600 Fax: 631-853-4825 Consumer Affairs Director Ulster County District AttorneyÕs Consumer Fraud Bureau 20 Lucas Ave. Kingston, NY 12401 845-340-3260 Assistant Attorney General in Charge Nassau County Office of Consumer Affairs 160 Old Country Road Mineola, NY 11501 516-571-2600 Director of Consumer Affairs Sullivan County Department of Consumer Affairs Sullivan County Government Center 100 North Street, PO Box 5012 Monticello, NY 12701-5012 845-794-3000 Fax: 845-794-0230 Director Rockland County Office of Consumer Protection 50 Sanatorium Road, Bldg. P Pomona, NY 10970 914-364-2681 Fax: 914-364-2694 Director Dutchess County Department of Consumer Affairs 94-A Peach Road Poughkeepsie, NY 12601 845-486-2949 Fax: 845-486-2947 Director Schenectady County Consumer Affairs 64 Kellar Ave. Schenectady, NY 12307 518-356-6795 518-356-7473 Fax: 518-357-0319 Director Westchester County Department of Consumer Protection 112 East Post Road, 4th Floor White Plains, NY 10601 914-285-2162 Fax: 914-285-3115 e-mail: epp4@co.westchester.ny.us Chief Frauds Bureau Westchester County District AttorneyÕs Office 111 Grove St. White Plains, NY 10601 914-285-3414 Fax: 914-285-3594 Chief, Economic Crimes Bureau, Westchester County District AttorneyÕs Office 111 Martin Luther King Jr. Blvd. County Courthouse White Plains, NY 10601 914-285-3303 Fax: 914-285-3594 City Offices Director Queens Neighborhood Office New York City Department of Consumer Affairs 120-55 Queens Blvd., Rm. 301 Kew Gardens, NY 11424 718-286-2990 Fax: 718-286-2997 Commissioner Mt. Vernon Office of Consumer Protection City Hall, 11th Floor Mount Vernon, NY 10550 914-665-2433 Fax: 914-665-2496 Commissioner New York City Department of Consumer Affairs 42 Broadway New York, NY 10004 212-487-4444 212-487-4481 (Spanish) 212-487-4488 (Chinese) TDD: 212-487-4465 Fax: 212-487-4197 www.ci.nyc.ny.us/html/dca/home.html Town of Colonial Consumer Protection Memorial Town Hall Newtonville, NY 12128 518-783-2790 Schenectady Bureau of Consumer Protection City Hall, Room 204 Jay Street Schenectady, NY 12305 518-382-5061 Fax: 518-382-5074 Executive Director New Justice Conflict Resolution Services, Inc. 1153 West Fayette St., Ste. 301 Syracuse, NY 13204 315-471-4676 Fax: 315-475-0769 Director Office of Consumer Protection, City of Yonkers 87 Nepperhan Ave. Yonkers, NY 10701 914-377-6808 Fax: 914-377-6811 North Carolina State Offices Senior Deputy Attorney General Consumer Protection Division Office of the Attorney General PO Box 629 Raleigh, NC 27602 919-716-6000 Fax: 919-716-6050 www.jus.state.nc.us/cpframe.htm North Dakota State Offices Director Consumer Protection and Antitrust Division Office of the Attorney General 600 East Boulevard Ave. Department 125 Bismarck, ND 58505-0040 701-328-3404 Toll free in ND: 1-800-472-2600 TTY toll free: 1-800-366-6888 Fax: 701-328-3535 e-mail: cpat@state.nd.us http://www.ag.state.nd.us/ndag/cpat/cpat.html Attorney General Office of the Attorney General 600 East Boulevard Ave. Department 125 Bismarck, ND 58505-0040 701-328-2210 TTY toll free 1-800-366-6888 Fax: 701-328-2226 e-mail: ndag@state.nd.us www.ag.state.nd.us Ohio State Offices Ohio ConsumersÕ Counsel 77 South High St., 15th Floor Columbus, OH 43266-0550 614-466-8574 (outside OH) Toll free in OH: 1-877-PICK-OCC (1-877-742-5622) e-mail: occ@occ.state.oh.us www.state.oh.us/cons/ Consumer Protection Section Ohio Attorney GeneralÕs Office 30 East Broad St., 25th Floor Columbus, OH 43215-3428 614-466-8831 Toll free in OH: 1-800-282-0515 TDD: 614-466-1393 Fax: 614-728-7583 e-mail: consumer@ag.state.oh.us www.ag.state.oh.us County Offices Prosecuting Attorney Summit County Office of Prosecuting Attorney 53 University Ave. Akron, OH 44308-1680 330-643-2800 TDD/TTY: 330-643-8277 (criminal) Fax: 330-643-2137 (civil) Director Economic Crime Franklin County Office of Prosecuting Attorney 369 South High Street Columbus, OH 43215 614-462-3555 Fax: 614-462-6103 Prosecuting Attorney Portage County Office of Prosecuting Attorney 466 South Chestnut St. Ravenna, OH 44266-3000 330-296-4593 Fax: 330-297-3856 City Offices Department of Community Development Cincinnati Office of Consumer Services City Hall, Rm. 126 801 Plum Street Cincinnati, OH 45202 513-352-6146 Fax: 513-352-5241 Oklahoma State Offices Oklahoma Attorney General Consumer Protection Unit 4545 N. Lincoln Ave., Suite 260 Oklahoma City, OK 73105 405-521-2029 Toll free: 1-800-448-4904 Fax: 405-528-1867 www.oag.state.ok.us Administrator Department of Consumer Credit 4545 North Lincoln Blvd., #104 Oklahoma City, OK 73105 405-521-3653 Fax: 405-521-6740 Consumer Representative Consumer Protection Division Office of the Attorney General 440 South Houston, Suite 505 Tulsa, OK 74127-8913 918-581-2885 Fax: 918-581-2917 www.oag.state.ok.us Oregon State Offices Attorney in Charge Financial Fraud and Consumer Protection Section Department of Justice 1162 Court St., NE Salem, OR 97310 503-378-4732 503-378-4320 (hotline Ð Salem only) 503-229-5576 (hotline Ð Portland only) Toll free in OR: 1-877-877-9392 TDD/TTY: 503-378-5939 Fax: 503-378-5017 www.doj.state.or.us Pennsylvania State Offices Director Bureau of Consumer Protection Office of Attorney General 14th Floor, Strawberry Square Harrisburg, PA 17120 717-787-9707 Toll free in PA: 1-800-441-2555 Fax: 717-787-1190 www.attorneygeneral.gov Consumer Advocate Office of the Consumer Advocate Office of the Attorney General Forum Place, 5th Floor Harrisburg, PA 17101-1921 717-783-5048 (utilities only) Toll free in PA: 1-800-684-6560 Fax: 717-783-7152 e-mail: paoca@ptd.net www.oca.state.pa.us Senior Deputy Attorney General Health Care Unit, Bureau of Consumer Protection Office of the Attorney General 14th Floor Strawberry Square Harrisburg, PA 17120 717-705-6938 Toll free in PA: 1-877-888-4877 Fax: 717-787-1190 Regional Offices Deputy Attorney General Bureau of Consumer Protection Allentown Regional Office Office of Attorney General 810 Hamilton St., Fourth Floor Allentown, PA 18101 610-821-6690 Fax: 610-821-6529 Senior Deputy Attorney General Bureau of Consumer Protection Ebensburg Regional Office Office of the Attorney General 171 Lovell Ave., Suite 202 Ebensburg, PA 15931 814-471-1831 Fax: 814-471-1840 Deputy Attorney General Bureau of Consumer Protection Erie Regional Office Office of the Attorney General 1001 State St., Suite 1009 Erie, PA 16501 814-871-4371 Fax: 814-871-4848 Deputy Attorney General Bureau of Consumer Protection Harrisburg Regional Office Office of the Attorney General 301 Chestnut St., Suite 105 Harrisburg, PA 17101 717-787-7109 Fax: 717-772-3560 Senior Deputy Attorney General Bureau of Consumer Protection Philadelphia Regional Office Office of the Attorney General 21 South 12th St., 2nd Floor Philadelphia, PA 19107 215-560-2414 Fax: 215-560-2494 Deputy Attorney General Bureau of Consumer Protection Pittsburgh Regional office Office of Attorney General 564 Forbes Ave. 6th Floor, Manor Building Pittsburgh, PA 15219 412-565-5135 Fax: 412-565-5475 Senior Deputy Attorney General Bureau of Consumer Protection Scranton Regional Office Office of Attorney General 214 Samter Building 101 Penn Avenue Scranton, PA 18503 570-963-4913 Fax: 570-963-3418 County Offices Director Beaver County Alliance for Consumer Protection 699 Fifth St. Beaver, PA 15009-1997 724-728-7267 Fax: 724-728-6762 Director/Chief Sealer Bucks County Consumer Protection, Weights and Measures 50 North Main St. Doylestown, PA 18901 215-348-7442 Fax: 215-348-4570 Director Delaware County Consumer Affairs 201 West Front St. Delaware County Courthouse Media, PA 19063 610-891-4865 Fax: 610-566-3947 Montgomery County Consumer Affairs Montgomery County Human Services Center 1430 DeKalb St. Norristown, PA 19404-0311 610-278-3565 Fax: 610-278-5228 Chief Economic Crime Unit Philadelphia District AttorneyÕs Office 1421 Arch St. Philadelphia, PA 19102 215-686-8750 Fax: 215-686-8765 Director Chester Consumer Affairs 601 Westtown Road, Suite 295 West Chester, PA 19382-4991 610-344-6150 Puerto Rico Puerto Rico Offices Secretary Department of Justice PO Box 902192 San Juan, PR 00902 787-721-2900 Fax: 787-725-2475 Secretary Department of Consumer Affairs Minillas Station P.O. Box 41059 Santurce, PR 00940-1059 787-721-0940 Fax: 787-726-6570 e-mail: Jalicea@Caribe.net Rhode Island State Offices Director Consumer Unit Consumer Protection Unit Department of Attorney General 150 South Main St. Providence, RI 02903 401-274-4400 Senior Line tol free: 1-888-621-1112 TDD: 401-453-0410 Fax: 401-222-5110 Consumer Credit Couseling Services 535 Centerville Rd., Suite 103 Warwick, RI 02886 Toll free: 1-800-208-2227 Fax: 401-732-0250 www.creditcounseling.org South Carolina State Offices Administrator/Consumer Avocate SC Department of Consumer Affairs 2801 Devine St., PO Box 5757 Columbia, SC 29205-5757 803-734-4200 Toll free in SC: 1-800-922-1594 Fax: 803-734-4286 e-mail: scdca@infoave.net www.state.sc.us/consumer Senior Assistant Attorney General Office of the Attorney General PO Box 11549 Columbia, SC 29211 803-734-3970 Fax: 803-734-4323 www.scattorneygeneral.org State Ombudsman Office of Executive Policy and Program 1205 Pendleton St., Room 308 Columbia, SC 29201 803-734-0457 Toll free in SC only: 1-866-300-9333 Fax: 803-734-0799 www.myscgov.com South Dakota State Offices Director of Consumer Affairs Office of the Attorney General 500 East Capitol State Capitol Building Pierre, SD 57501-5070 605-773-4400 Toll free in SD: 1-800-300-1986 TDD: 605-773-6585 Fax: 605-773-7163 Tennessee State Offices Deputy Attorney General Division of Consumer Protection, Consumer Advocate and Protection Tennessee Attorney GeneralÕs Office PO Box 20207 Nashville, TN 37243-0491 615-741-1671 Fax: 615-532-2910 Director Division of Consumer Affairs 5th Floor 500 James Robertson Parkway Nashville, TN 37243-0600 615-741-4737 Toll free in TN: 1-800-342-8385 Fax: 615-532-4994 www.state.tn.us/consumer Texas State Offices Public Counsel Office of Public Insurance Counsel 333 Guadalupe, Suite 3-120 Austin, TX 78701 512-322-4143 Fax: 512-322-4148 e-mail: rod.bordelon@mail.capnet.state.tx.us www.opic.state.tx.us Assistant Attorney General Consumer Protection Austin Regional Office PO Box 12548 Austin, TX 78711-2548 512-463-2185 Fax: 512-463-8301 www.oag.state.tx.us Assistant Attorney General and Chief Consumer Protection Division Office of Attorney General PO Box 12548 Austin, TX 78711-2548 512-463-2070 Fax: 512-463-8301 Assistant Attorney General Consumer Protection Houston Regional Office Office of the Attorney General 808 Travis, Suite 812 Houston, TX 77002 713-223-5886, ext. 118 Fax: 713-223-5821 e-mail: john.owens@oag.state.tx.us Regional Offices Assistant Attorney General Consumer Protection Division Dallas Regional Office Office of the Attorney General 1600 Pacific Ave., Suite 1700 Dallas, TX 75201-3513 214-969-5310 Fax: 214-969-7615 Assistant Attorney General Consumer Protection El Paso Regional Office Office of the Attorney General 401 East Franklin St., Ste. 530 El Paso, TX 79901 915-834-5800 e-mail: jad2@oag.state.tx.us Assistant Attorney General Consumer Protection Lubbock Regional Office Office of the Attorney General 916 Main St., Suite 806 Lubbock, TX 79401-3410 806-747-5238 Fax: 806-747-6307 e-mail: lwj@aog.state.tx.us www.oag.state.tx.us Assistant Attorney General Consumer Protection McAllen Regional Office Office of the Attorney General 3201 North McColl Rd., Ste. B McAllen, TX 78501 956-682-4547 Fax: 956-682-1957 www.oag.state.tx.us Assistant Attorney General Consumer Protection San Antonio Regional Office Office of the Attorney General 115 East Travis St., Suite 925 San Antonio, TX 78205-1615 210-224-1007 Fax: 210-225-1075 County Offices Director Department of Environmental and Health Services City Hall 1500 Marilla, Room 7A-North Dallas, TX 75201 214-670-5216 Fax: 214-670-3863 e-mail: bweaver@gwsmtp.ci.dallas.tx.us Director City of Dallas Economic Development Department City Hall 500 Marilla, Room 5C-South Dallas, TX 75201 214-670-1685 Fax: 214-670-0158 e-mail: lsbrown@ci.dallas.tx.us Chief Harris County Consumer Fraud Division Harris County District AttorneyÕs Office 1201 Franklin, Suite 600 Houston, TX 77002-1901 713-755-5836 713-755-5840 Fax: 713-755-5262 Utah State Offices Director Division of Consumer Protection Department of Commerce 160 East 300 South, Box 146704 Salt Lake City, UT 84114-6704 801-530-6601 Fax: 801-530-6001 e-mail: commerce@br.state.ut.us www.commerce.state.ut.us Vermont State Offices Consumer Assistance Program, for Consumer Complaints & Questions 104 Morrill Hall, UVM Burlington, VT 05405 802-656-3183 (within Chittenden County or out of state) Toll free in VT: 1-800-549-2424 www.state.vt.us/atg Chief Public Protection Division Office of the Attorney General 109 State St. Montpelier, VT 05609-1001 802-828-5507 www.state.vt.us/atg Supervisor Consumer Assurance Section Food and Market Department of Agriculture 116 State St. Montpelier, VT 05602 802-828-3456 Fax: 802-828-2361 Virgin Islands Virgin Islands Offices Department of Licensing and Consumer Affairs Golden Rock Shopping Center Christiansted St. Croix, VI 00820 340-773-2226 Fax: 340-778-8250 www.usvi.org/dlca Commissioner Department of Licensing and Consumer Affairs Property and Procurement Bldg. No. 1 Sub Base, Room 205 St. Thomas, VI 00802 340-774-3130 Fax: 340-776-0675 www.usvi.org/dlca Virginia State Offices Program Manager Office of Consumer Affairs Department of Agriculture and Consumer Services Washington Building, Ste. 100 P.O. Box 1163 Richmond, VA 23219 804-786-2042 Toll free in VA: 1-800-552-9963 TDD toll free: 1-800-828-1120 Fax: 804-371-7479 www.vdacs.state.va.us Senior Assistant Attorney General and Chief Office of the Attorney General Antitrust and Consumer Litigation Section 900 East Main St. Richmond, VA 23219 804-786-2116 Toll free: 1-800-451-1525 Fax: 804-786-0122 e-mail: mail@oag.state.va.us www.oag.state.va.us County Offices Acting Team Leader Office of Citizen and Consumer Affairs #1 Court House Plaza, Ste. 310 2100 Clarendon Blvd. Arlington, VA 22201 703-228-3260 Fax: 703-228-3295 e-mail: abutle@co.arlington.va.us www.co.arlington.va.us Director Fairfax County Department of Telecommunications and Consumer Services 12000 Government Center Pkwy., Suite 433 Fairfax, VA 22035 703-222-8435 Fax: 703-322-9542 City Offices Consumer Affairs & Cable Television Administrator City of Alexandria City Hall, P.O. Box 178 Alexandria, VA 22313 703-838-4350 TDD: 703-838-5056 Fax: 703-838-6426 e-mail: prescott.barbash@ci.alexandria.va.us ci.alexandria.va.us Director Consumer Affairs Division Office of the CommonwealthÕs Attorney 2425 Nimmo Pkwy. Virginia Beach, VA 23456-9060 757-426-5836 Fax: 757-427-8779 www.vbgov.com/dept/oca/ Washington State Offices Consumer Resource Center Office of the Attorney General 103 East Holly St., Suite 308 Bellingham, WA 98225-4728 360-738-6185 Consumer Resource Center Office of the Attorney General 500 N. Morain St., Suite 1250 Kennewick, WA 99336-2607 509-734-2967 Consumer Resource Center Office of the Attorney General 905 Plum St., Bldg. 3 PO Box 40118 Olympia, WA 98504-0118 360-753-6210 Director of Consumer Services Consumer Resource Center Office of the Attorney General 900 Fourth Ave., Suite 2000 Seattle, WA 98164-1012 206-464-6684 Toll free in WA: 1-800-551-4636 (Consumer Resource Centers) Toll free TDD in WA: 1-800-276-9883 Fax: 206-464-6451 www.wa.gov/ago Consumer Resource Center Office of the Attorney General 1116 West Riverside Ave. Spokane, WA 99201-1194 509-456-3123 Program Manager Consumer Resource Center Office of the Attorney General Consumer Protection Division 1019 Pacific Ave., 3rd Floor Tacoma, WA 98402-4411 253-593-2904 Toll free: 1-800-551-4636 Toll free in WA:1-800-276-9883 Fax: 253-593-2449 e-mail: cynthial@atg.wa.gov www.wa.gov/ago Consumer Resource Center Office of the Attorney General 1220 Main St., Suite 510 Vancouver, WA 98660 360-759-2150 City Offices Consumer Affairs Supervisor Revenue and Consumer Affairs, Seattle Department of Finance 805 South Dearborn St. Seattle, WA 98134 206-386-1298 Fax: 206-386-1129 e-mail: seattle.consumer-affairs@ci.seattle.wa.us www.pan.ci.seattle.wa.us/esd/consumer Consumer Affairs Inspector Revenue and Consumer Affairs Section Executive Services Department Division of Finance 600 4th Ave., #103 Seattle, WA 98104-1891 206-233-7837 Fax: 206-684-5170 e-mail: edgonzaga@ci.seattle.wa.us Chief Deputy Prosecuting Attorney Fraud Division 900 4th Ave., #1002 Seattle, WA 98164 206-296-9010 Fax: 206-296-9009 e-mail: pat.sainsbury@metrokc.gov www.metrokc.gov/proatty/ West Virginia State Offices Deputy Attorney General Consumer Protection Division Office of the Attorney General 812 Quarrier St., 6th Floor PO Box 1789 Charleston, WV 25326-1789 304-558-8986 Toll free in WV: 1-800-368-8808 Fax: 304-558-0184 e-mail: consumer@wvnet.edu www.state.wv.us/wvag Director Division of Weights and Measures Section 570 MacCorkle Ave. St. Albans, WV 25177 304-722-0602 Fax: 304-722-0605 e-mail: angellk@mail.wvnet.edu Wisconsin State Offices Regional Supervisor Division of Trade and Consumer Protection Department of Agriculture Trade and Consumer Protection 3610 Oakwood Hills Parkway Eau Claire, WI 54701-7754 715-839-3848 Toll free in WI: 1-800-422-7128 Fax: 715-839-1645 Regional Supervisor Department of Agriculture Trade & Consumer Protection Division of Trade and Consumer Protection 200 North Jefferson St. Suite 146A Green Bay, WI 54301 920-448-5110 Fax: 920-448-5118 datcp.state.wi.us Administrator Division of Trade and Consumer Protection Department of Agriculture 2811 Agriculture Dr. PO Box 8911 Madison, WI 53708 608-224-4953 Toll free in WI: 1-800-422-7128 TTD/TTY: 608-224-5058 Fax: 608-224-4939 e-mail: datephotline @wheel.datep.state.wi.us www.datcp.state.wi.us County Offices Assistant District Attorney Consumer Fraud Unit Milwaukee County District AttorneyÕs Office 821 West State St., Room 405 Milwaukee, WI 53233-2485 414-278-4585 Fax: 414-223-1955 Consumer Fraud Investigator Racine County SheriffÕs Department 717 Wisconsin Ave. Racine, WI 53403 262-636-3126 Fax: 262-637-5279 Wyoming State Offices Assistant Attorney General Office of the Attorney General Consumer Protection Unit 123 State Capitol Building Cheyenne, WY 82002 307-777-7874 Toll free in WY only: 1-800-438-5799 Fax: 307-777-7956 e-mail: agwebmaster@state.wy.us 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 federally chartered bank, check the listing of "Selected Federal Agencies". Also see the information in "Managing Your Money". Alabama Superintendent of Banks Center for Commerce 401 Adams Ave., #680 Montgomery, AL 36130-1201 334-242-3452 Fax: 334-242-3500 www.legislature.state.al.us Alaska Director of Banking Division of Banking Securities and Corporations Department of Commerce 150 Third St. Rm. 217 Juneau, AK 99811-0807 907-465-2521 TDD: 907-465-5437 Fax: 907-465-2549 e-mail: dbsc@dced.state.ak.us www.dced.state.ak.us/bsc/bsc.htm Arizona Superintendent of Banks Arizona State Banking Department 2910 North 44th St., Suite 310 Phoenix, AZ 85018 602-255-4421 Toll free in AZ: 1-800-544-0708 Fax: 602-381-1225 www.azbanking.com Arkansas Arkansas State Bank Department 400 Hardin Road, Suite 100 Little Rock, AR 72201 501-324-9019 Fax: 501-324-9028 e-mail: asbdbanking.state.ar.us www.accessarkansas.org/bank California Commissioner Department of Financial Institutions State of California 111 Pine St., Suite 1100 San Francisco, CA 94111 415-263-8507 Toll free in CA: 1-800-622-0620 (for consumer complaints against CA state-licensed banks, the Ò800Ó number reaches the Consumer Services Office, located in Sacramento, CA.) Fax: 415-989-5310 e-mail: consumer@dfi.ca.gov www.dfi.ca.gov Colorado State Bank Commissioner Department of Regulatory Agencies, Division of Banking 1560 Broadway, Suite 1175 Denver, CO 80202 303-894-7575 Fax: 303-894-7570 e-mail: banking@dora.state.co.us www.dora.state.co.us/banking/ Connecticut Banking Commissioner Connecticut Department of Banking 260 Constitution Plaza Hartford, CT 06103 860-240-8200 Toll free in CT: 1-800-831-7225 Fax: 860-240-8178 www.state.ct.us/dob Delaware State Bank Commissioner Office of the State Bank Commissioner 555 E. Lockerman St., Ste. 210 Dover, DE 19901 302-739-4235 Fax: 302-739-3609 www.state.de.us/bank District of Columbia Commissioner of Banking and Financial Institutions Department of Banking & Financial Institutions 1400 L St. NW Washington, DC 20005 202-727-1563 Fax: 202-727-1290 www.dbfi.dc.gov Florida State Comptroller Department of Banking and Finance 101 E. Gaines St. Tallahassee, FL 32399-0350 850-410-9370 850-410-9275 (investigations) Toll free in FL: 1-800-848-3792 Fax: 850-410-9026 e-mail: dbf@mail.dbf.state.fl.us www.dbf.state.fl.us Georgia Legal & Consumer Affairs Specialist State of Georgia Dept of Banking & Finance 2990 Brandywine Rd., Ste. 200 Atlanta, GA 30341-5565 770-986-1653 770-986-1633 Fax: 770-986-1657 e-mail: complaints@dbf.state.ga.us www.gadbf.org Hawaii Commissioner State of Hawaii Department of Commerce & Consumer Affairs, Financial Institutions 1010 Richards St., Rm. 602A Honolulu, HI 96805 808-586-2820 Toll free (Kauai): 1-800-274-3141 Toll free (Maui): 1-800-984-2400 Toll free in HI: 1-800-974-4000 Fax: 808-586-2818 Idaho Director Idaho Department of Finance PO Box 83720 Boise, ID 83720-0031 208-332-8000 Toll free in ID: 1-888-346-3376 Fax: 208-332-8098 e-mail: finance@fin.state.id.us finance.state.id.us Illinois Commissioner of Banks and Real Estate, Office of Banks and Real Estate 310 S. Michigan Ave., Ste. 2130 Chicago, IL 60604 312-793-3000 Toll free: 1-877-793-3470 TDD: 312-793-0291 Fax: 312-793-7097 www.obre.state.il.us Commissioner, Illinois Office of Banks and Real Estate Springfield Office 500 East Monroe St. Springfield, IL 62701 217-782-3000 TDD : 217-524-6644 Fax: 217-524-5941 www.obre.state.il.us/ Indiana Department of Financial Institutions 402 West Washington St. Room W-066 Indianapolis, IN 46204-2759 317-232-3955 Toll free in IN: 1-800-382-4880 Fax: 317-232-7655 www.dfi.state.in.us Iowa Superintendent of Banking Iowa Division of Banking 200 East Grand, Suite 300 Des Moines, IA 503091827 515-281-4014 Toll free nationwide: 1-800-972-2018 Fax: 515-281-4862 e-mail: idob@max.state.ia.us www.idob.state.ia.us Kansas State Bank Commissioner Office of the State Bank Commissioner 700 Jackson St., Suite 300 Topeka, KS 66603-3714 785-296-2266 Fax: 785-296-0168 www.osbckansas.org Kentucky Commissioner, Department of Financial Institutions 1025 Capitol Center Dr. Suite 200 Frankfort, KY 40601 502-573-3390 Toll free: 1-800-223-2579 Fax: 502-573-8787 www.dfi.state.ky.us Louisiana Acting Commissioner LA Office of Financial Institutions PO Box 94095 Baton Rouge, LA 70804-9095 225-925-4660 Fax: 225-925-4524 e-mail: la_ofi@mail.premier.net www.ofi.state.la.us Maine Superintendent of Banking Maine Bureau of Financial Institutions 36 State House Station Augusta, ME 04333-0036 207-624-8570 Toll free: 1-800-965-5235 TDD: 207-624-8563 Fax: 207-624-8590 www.mainebankingreg.org Maryland Commissioner of Financial Regulation Division 500 North Calvert St. Baltimore, MD 21202 410-333-6808 Toll free in MD: 1-888-784-0136 TTY: 410-767-2117 Fax: 410-333-0475 e-mail: fin_reg@dllr.state.md.us www.dllr.state.md.us/finance/ Massachusetts Commissioner of Banks Massachusetts Division of Banks One South Station Boston, MA 02110 617-956-1500 Toll free in MA: 1-800-495-2265 TDD: 617-956-1577 Fax: 617-956-1597 www.mass.gov/dob Michigan Commissioner Office of Financial and Insurance Services Office of the Commissioner 611 W. Ottawa St., 2nd Floor Lansing, MI 48933 517-373-3460 Fax: 517-335-4978 www.cis.state.mi.us/ofis Minnesota Assistant Commissioner Minnesota Department of Commerce, Financial Exams 133 East Seventh St. St. Paul, MN 55101 651-296-2751 Fax: 651-296-8591 e-mail: kevin.murphy@state.mn.us www.commerce.state.mn.us Mississippi Director Consumer Finance Division, Department of Banking and Consumer Finance, Consumer Finance PO Box 23729 Jackson, MS 39205-3729 601-359-1031 Toll free in MS: 1-800-844-2499 Fax: 601-359-3557 e-mail: tbrady@dbcf@state.ms.us www.dbcf.state.ms.us Missouri Acting Commissioner of Finance Department of Finance PO Box 716 Jefferson City, MO 65102 573-751-3242 Fax: 573-751-9192 e-mail: finance@mail.state.mo.us www.missouri-finance.org Montana Commissioner Division of Banking & Financial Institutions 301 South Park, Suite 316 Helena, MT 59620-0546 406-841-2920 Fax: 406-841-2930 www.discoveringmontana.com/doa/banking Nebraska Director Nebraska Department of Banking & Finance 1200 N. St., Suite 311 Lincoln, NE 68509 402-471-2171 Fax: 402-471-3062 www.ndbf.org Nevada Commissioner, Department of Business & Industry Financial Institutions Division 406 East Second St., Suite 3 Carson City, NV 89701-4758 775-684-1830 Toll free in NV: 1-800-521-0019 Fax: 775-684-1845 e-mail: swalshaw@govmail-state.nv.us www.fid.state.nv.us New Hampshire State of New Hampshire Banking Department Consumer Credit 64B Old Suncook Road Concord, NH 03301 603-271-3561 TTY/TDD toll free: 1-800-735-2964 Fax: 603-271-1090 www.state.nh.us/banking New Jersey Acting Commissioner Department of Banking and Insurance 20 West State St., PO Box 325 Trenton, NJ 08625 609-292-3420 (banking) Fax: 609-984-5273 www.naic.org/nj/NJHOMEPG.HTML New Mexico Financial Institutions Division Regulation and Licensing Dept. 725 St Michaels Drive Santa Fe, NM 87501 505-827-7100 Fax: 505-827-7107 e-mail: rld@state.nm.us www.rld.state.mn.us/fid New York Superintendent of Banking New York State Banking Department Two Rector St. New York, NY 10006-1894 212-618-6553 Toll free in NY: 1-800-522-3330 (consumer services hotline) Toll free in NY: 1-800-832-1838 (small business information) Fax: 212-618-6599 www.banking.state.ny.us North Carolina North Carolina Commissioner of Banks 4309 Mail Service Center Raleigh, NC 27699-4309 919-733-3016 Fax: 919-733-6918 www.banking.state.nc.us North Dakota Commissioner Department of Financial Institutions 2000 Schafer St., Suite G Bismarck, ND 58501-1204 701-328-9933 TDD toll free in ND: 1-800-366-6888 Fax: 701-328-9955 e-mail: dfi@state.nd.us www.discovernd.com/dfi Ohio Training and Communications Manager, Department of Commerece - State of Ohio Financial Institutions Division 77 South High St., 21st Floor Columbus, OH 432156120 614-728-8400 614-466-2932 Fax: 614-644-1631 www.com.state.oh.us/dif Oklahoma Bank Commissioner Oklahoma State Banking Department 4545 N. Lincoln Blvd., Ste. 164 Oklahoma City, OK 73105 405-521-2782 Fax: 405-522-2993 www.osbd.state.ok.us Oregon Administrator Department of Consumer & Business Services, Division of Finance & Corporate 350 Winter St., NE, Room 410 Salem, OR 97310 503-378-4140 Fax: 503-947-7862 www.oregondfcs.org Pennsylvania Secretary of Banking Dept. 333 Market St., 16th Floor Harrisburg, PA 17101-2290 717-787-6991 Toll free in PA: 1-800-PA-BANKS TDD toll free: 1-800-679-5070 Fax: 717-787-8773 www.banking.state.pa.us Puerto Rico Commissioner of Department of Financial Institutions Fernandez Juncos Station PO Box 11855 San Juan, PR 00917-3855 787-723-3131 Fax: 787-723-4042 www.cif.gov.pr Rhode Island Associate Director and Superintendent Division of Banking 233 Richmond St., Suite 231 Providence, RI 02903-4231 401-222-2405 401-222-2999 Fax: 401-222-5628 South Carolina Commissioner of Banking State Board of Financial Institutions 1015 Sumter St., Room 309 Columbia, SC 29201 803-734-2001 Fax: 803-734-2013 South Dakota Director S.D. Division of Banking 217 1/2 W. Missouri Ave. Pierre, SD 57501-4590 605-773-3421 Fax: 605-773-5367 www.state.sd.us/banking Tennessee Commissioner Tennessee Department of Financial Institutions The Nashville City Center 511 Union Street, 4th Floor Nashville, TN 37219 615-741-2236 Fax: 615-741-2883 e-mail: kayce.stoker@state.tn.us www.state.tn.us/financialinst/ Texas Banking Commissioner Texas Department of Banking 2601 North Lamar Austin, TX 78705 512-475-1300 Toll free in TX: 1-877-276-5554 Fax: 512-475-1313 www.banking.state.tx.us Utah Commissioner Department of Financial Institutions PO Box 146800 Salt Lake City, UT 841146800 801-538-8854 Fax: 801-538-8894 www.dfi.utah.gov Vermont Information Policy & Program Chief, State of Vermont Banking, Insurance, Securities and Health Care Administration 89 Main St., Drawer 20 Montpelier, VT 05620-3101 802-828-4872 802-828-3307 (banking) Toll free: 1-800-964-1764 (all insurance except health) Toll free: 1-800-631-7788 (Health Care) Fax: 802-828-3306 e-mail: rmcNaughton@bishca.state.vt.us www.bisca.state.vt.us Virgin Islands Lieutenant Governor Commissioner of Insurance, Chairman of Banking Board KongenÕs Gade #18 Charlotte Amalie St. Thomas, VI 00802 340-774-2991 Fax: 340-774-6953 Virginia Commissioner, Bureau of Financial Institutions 1300 East Main St., Suite 800 Richmond, VA 23218-0640 804-371-9657 Toll free in VA: 1-800-552-7945 TDD: 804-371-9206 Fax: 804-371-9416 www.state.va.us/scc Washington Director, Department of Financial Institutions PO Box 41200 Olympia, WA 98504-1200 360-902-8707 Toll free: 1-800-372-8303 Fax: 360-586-5068 www.wa.gov/dfi West Virginia Commissoner State Capitol Complex Division of Banking Building 3, Room 311 1900 Kanawha Blvd., East Charleston, WV 25305-0240 304-558-2294 Toll free in WV: 1-800-642-9056 Fax: 304-558-0442 www.wvdob.org Wisconsin Secretary, Department of Financial Institutions 345 W. Washington Ave., 5th Fl. Madison, WI 53708-8861 608-267-1709 Toll free in WI: 1-800-452-3328 Fax: 608-264-7968 www.wdfi.org Wyoming Commissioner Division of Banking Herschler Bldg., 3rd Fl., East Cheyenne, WY 82002 307-777-7797 Fax: 307-777-3555 e-mail: banking@state.wy.us audit.state.wy.us/banking 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 purchase. If you have a question or complaint about your insurance company's policies, contact the company before you contact the state insurance regulator. Alabama Acting Commissioner AL Department of Insurance 201 Monroe St., Suite 1700 PO Box 303351 Montgomery, AL 36104 334-269-3550 Fax: 334-241-4192 e-mail: insdept@insurance.state.al.us www.aldoi.org Alaska Director, Department of Community and Economic Development, Division of Insurance 3601 C St., Suite 1324 Anchorage, AK 99503-5948 907-269-7900 Fax: 907-269-7910 e-mail: insurance@dced.state.ak.us www.dced.state.ak.us/insurance Acting Deputy Director Department of Community and Economic Development Division of Insurance PO Box 110805 Juneau, AK 99811-0805 907-465-2515 TDD/TTY: 907-465-5437 Fax: 907-465-3422 e-mail: insurance@dced.state.ak.us www.commerce.state.ak.us Arizona Director AZ Department of Insurance 2910 North 44th St., Suite 210 Phoenix, AZ 85018-7256 602-912-8444 Toll free in AZ: 1-800-325-2548 Fax: 602-954-7008 (complaints) www.state.az.us/id Arkansas Commissioner AR Department of Insurance 1200 West 3rd St. Little Rock, AR 72201-1904 501-371-2640 Toll free: 1-800-282-5494 Toll free in AR: 1-800-282-9134 Fax: 501-371-2749 e-mail: insurance.consumers@mail.state.ar.us www.state.ar.us/insurance California Insurance Commissioner Department of Insurance Executive Office 300 Capitol Mall, Suite 1500 Sacramento, CA 95814 916-492-3500 415-538-4010 (San Francisco) 213-897-8921 (Los Angeles) Toll free in CA: 1-800-927-4357 www.insurance.ca.gov Colorado Commissioner Division of Insurance 1560 Broadway, Suite 850 Denver, CO 80202 303-894-7499, ext. 4311 Toll free in CO: 1-800-930-3745 TDD/TTY: 303-894-7880 Fax: 303-894-7455 www.dora.state.co.us/Insurance Connecticut Director, Consumer Affairs Department of Insurance PO Box 816 Hartford, CT 06142-0816 860-297-3984 Toll free: 1-800-203-3447 Fax: 203-297-3872 www.state.ct.us/cid Delaware Insurance Commissioner Department of Insurance 841 Silver Lake Blvd. Rodney Building Dover, DE 19904 302-739-4251 Toll free in DE: 1-800-282-8611 Fax: 302-739-5280 www.state.de.us/inscom District of Columbia Commissioner District of Columbia Department of Insurance and Securities Regulation 810 First St., NW, Suite 701 Washington, DC 20002 202-727-8000 Fax: 202-535-1196 e-mail: disr@dcgov.org Florida Commissioner Department of Insurance State Capitol, Plaza Level 11 Tallahassee, FL 32399-0300 850-922-3130 Toll free in FL: 1-800-342-2762 TDD toll free: 1-800-640-0886 www.doi.state.fl.us Georgia Commissioner Insurance and Fire Safety 2 Martin Luther King, Jr. Dr. Atlanta, GA 30334 404-656-2070 Toll free in GA: 1-800-656-2298 TDD/TTY: 404-656-4031 Fax: 404-651-8719 www.inscomm.state.ga.us Hawaii Insurance Commissioner HI Department of Commerce and Consumer Affairs Insurance Division 250 S. King St., 5th Fl. (96813) PO Box 3614 Honolulu, HI 96811-3614 808-586-2790 or 808-586-2799 Fax: 808-586-2806 www.hawaii.gov/insurance Idaho Director ID Department of Insurance 700 W. State St., PO Box 83720 Boise, ID 83720-0043 208-334-4250 Toll free in ID: 1-800-721-3272 Fax: 208-334-4398 www.doi.state.id.us Illinois Office Manager and Staff Attorney, Department of Insurance 100 W. Randolph St., Ste. 15-100 Chicago, IL 60601 312-814-2420 Fax: 312-814-5435 www.state.il.us/ins Director Department of Insurance 320 West Washington St. Springfield, IL 62767 217-782-4515 Toll free: 1-877-527-9431 (Office of Consumer Health Insurance) TDD: 217-524-4872 Fax: 217-782-5020 e-mail: director@ins.state.il.us www.state.il.us/ins/ Indiana Commissioner Department of Insurance 311 W. Washington St., Ste. 300 Indianapolis, IN 46204-2787 317-232-2385 Toll free in IN: 1-800-622-4461 Toll free: 1-800-452-4800 (in-state senior health insurance information) Fax: 317-232-5251 www.state.in.us/idoi/ Iowa Commissioner IA Division of Insurance 330 Maple St. Des Moines, IA 50319 515-281-5705 Fax: 515-281-3059 www.state.ia.us/government/com/ins/ins.htm Kansas Commissioner Insurance Division 420 SW 9th St. Topeka, KS 66612-1678 785-296-7801 Toll free in KS: 1-800-432-2484 Fax: 785-296-2283 e-mail: ksebelius@ink.org www.ink.org/public/kid Kentucky Commissioner Department of Insurance 215 West Main St. Frankfort, KY 40601 502-564-3630 Toll free: 1-800-595-6053 Fax: 502-564-1650 www.doi.state.ky.us/ Louisiana Commissioner Department of Insurance 950 North Fifth St. Baton Rouge, LA 70804-9214 225-343-4834 Toll free: 1-800-259-5300 Toll free:1-800-259-5301 Fax: 254-342-5900 www.ldi.state.la.us Maine Superintendent Bureau of Insurance 34 State House Station Augusta, ME 04333 207-624-8475 Toll free in ME: 1-800-300-5000 TDD: 207-624-8563 Fax: 207-624-8599 www.maineinsurancereg.org Maryland Insurance Commissioner MD Insurance Administration 525 St. Paul Place Baltimore, MD 21202 410-468-2000 or 410-468-2340 (property & casualty complaints) Toll free: 1-800-492-6116 Fax: 410-468-2020 www.mia.state.md.us Massachusetts Commissioner Division of Insurance South Station, 5th Floor Boston, MA 02110 617-521-7794 TDD: 617-521-7490 Fax: 617-521-7772 www.state.ma.us/doi Michigan Commissioner Michigan Office of Financial and Insurance Services 611 W. Ottawa St., 2nd Fl. N. PO Box 30220 Lansing, MI 48933 517-373-0220 Toll free: 1-877-999-6442 Fax: 517-335-4978 www.cis.state.mi.us/ofis Minnesota Deputy Commissioner of Enforcement and Licensing Department of Commerce 133 East 7th St. St. Paul, MN 55101 651-296-2488 Toll free: 1-800-657-3602 Fax: 651-296-4328 e-mail: enforcement@state.mn.us www.commerce.state.mn.us Mississippi Commissioner of Insurance Department of Insurance PO Box 79 Jackson, MS 39205 601-359-3569 Toll free in MS: 1-800-562-2957 Fax: 601-359-2474 www.doi.state.ms.us Missouri Director, MO Department of Insurance PO Box 690 301 West High St., Room 630 Jefferson City, MO 65102 573-751-4126 or 573-751-2640 Toll free in MO: 1-800-726-7390 TTD/TTY: 573-526-4536 Fax: 573-751-1165 e-mail: dsprings@mail.state.mo.us www.insurance.state.mo.us Montana Commissioner Department of Insurance 840 Helena Ave., PO Box 4009 Helena, MT 59601 406-444-2040 Toll free in MT: 1-800-332-6148 Fax: 406-444-3497 www.state.mt.us/sao Nebraska Director Department of Insurance 941 O St., Suite 400 Lincoln, NE 68508-3690 402-471-2201 TDD toll free: 1-800-833-7351 Fax: 402-471-4610 www.nol.org/home/NDOI Nevada Commissioner Division of Insurance Consumer Service Section 1665 Hot Springs Road, #152 Carson City, NV 89706 775-687-7690 or 775-687-7650 Fax: 775-687-3937 www.doi.state.nv.us New Hampshire Commissioner Department of Insurance 56 Old Suncook Road Concord, NH 03301-7317 603-271-2261 Toll free in NH: 1-800-852-3416 TDD/TTY toll free in NH: 1-800-735-2964 Fax: 603-271-1406 e-mail: requests@ins.state.nh.us www.state.nh.us/insurance New Jersey Acting Commissioner Department of Banking and Insurance 20 West State St., PO Box 325 Trenton, NJ 08625 609-633-7667 Fax: 609-984-5273 http://states.naic.org/nj/NJHOMEPG.HTML New Mexico Superintendent Department of Insurance PO Box 1269 Santa Fe, NM 87504-1269 505-827-4601 Toll free in NM: 1-800-947-4722 Fax: 505-827-4734 www.nmprc.state.nm.us New York Consumer Services Bureau NYS Insurance Department Agency Bldg. 1-ESP Empire State Plaza Albany, NY 12257 518-474-6600 Fax: 518-474-6630 www.ins.state.ny.us Consumer Services Bureau NYS Insurance Department 65 Court St., #7 Buffalo, NY 14202 716-847-7618 Fax: 716-847-7925 www.ins.state.ny.us North Carolina Commissioner Department of Insurance Dobbs Building, 430 North Salisbury St., PO Box 26387 Raleigh, NC 27611 919-733-7349 or 919-733-7343 Toll free: 1-800-546-5664 Toll free: 1-800-662-7777 Fax: 919-733-6495 e-mail: bstevens@ncdoi.net www.ncdoi.net North Dakota Insurance Commissioner ND Insurance Department 600 E. Boulevard Ave., 5th Fl. Bismarck, ND 58505 701-328-2440 Toll free in ND: 1-800-247-0560 TTY/TDD: 1-800-366-6888 Fax: 701-328-4880 e-mail: insurance@state.nd.us www.state.nd.us/ndins Ohio Consumer Advocate/ Assistant Director Department of Insurance Office of Consumer Services 2100 Stella Court Columbus, OH 43215-1067 614-644-3378 or 614-644-3745 Toll free: 1-800-686-1526 (consumer hotline); Toll free:1-800-686-1527 (fraud hotline); Toll free:1-800-686-3745 (senior hotline) Fax: 614-752-0740 e-mail: nancy.colley@ins.state.oh.us www.state.oh.us/ Oklahoma Insurance Commissioner OK Insurance Department 3814 North Santa Fe PO Box 53408 Oklahoma City, OK 73118 405-521-2828 Toll free in OK: 1-800-522-0071 Fax: 405-521-6652 e-mail: okinsdpt@telepath.com www.oid.state.ok.us Oregon Acting Administrator Oregon Insurance Division 350 Winter St., NE, Rm. 440-2 Salem, OR 97310-3883 503-947-7984 or 503-947-7983 Toll free in OR: 1-888-877-4894 Fax: 503-378-4351 e-mail: dcbs.insmail@state.or.us www.cbs.state.or.us/ins Pennsylvania Director Bureau of Consumer Service, Insurance Department 1321 Strawberry Sq., 13th Fl. Harrisburg, PA 17120 717-787-2317 Toll free: 1-877-881-6388 e-mail: consumer@ins.state.pa.us www.insurance.state.pa.us Puerto Rico Commissioner of Insurance Office of the Commissioner of Insurance Call Box 8330 Fernandez Juncos Station Santurce, PR 00910-8330 787-722-8686 or 787-721-5848 Fax: 787-722-4402 Rhode Island Superintendent Insurance Division 233 Richmond St., Suite 233 Providence, RI 02903-4233 401-222-2223 Fax: 401-222-5475 South Carolina Director, SC Department of Insurance Consumer Services 1612 Marion St. PO Box 100105 (29202-3105) Columbia, SC 29201 803-737-6180 Toll free in SC: 1-800-768-3467 Fax: 803-737-6231 e-mail: cnsmmail@doe.state.sc.us www.state.sc.us/doi/ South Dakota Director, SD Division of Insurance, Department of Commerce and Regulation 118 West Capitol Pierre, SD 57501-2000 605-773-3563 Fax: 605-773-5369 e-mail: darlal@crpr1.state.sd.us www.state.sd.us/insurance Tennessee Commissioner, Department of Commerce and Insurance 500 James Robertson Pkwy. 5th Floor Nashville, TN 37243-0565 615-741-2241 Toll free in TN: 1-800-342-4029 (consumer insurance services) Toll free in TN: 1-800-525-2816 (counseling for seniors) Fax: 615-532-6934 www.state.tn.us/commerce Texas Commissioner of Insurance TX Department of Insurance 333 Guadalupe St. (Zip 78701) PO Box 149104 Austin, TX 78614-9104 512-463-6169 Toll free in TX: 1-800-252-3439 (consumer help line) Fax: 512-475-2005 www.tdi.state.tx.us Utah Commissioner Department of Insurance State Office Building, Rm 3110 Salt Lake City, UT 84114 801-538-3805 Toll free in UT: 1-800-439-3805 TDD: 801-538-3826 Fax: 801-538-3829 www.insurance.state.ut.us Vermont Commissioner Department of Banking, Insurance, Securities and Health Care Administration 89 Main St., Drawer 20 Montpelier, VT 05620-3101 802-828-3302 Toll free in VT: 1-800-964-1784 Fax: 802-828-3301 www.state.vt.us/bis Virgin Islands Director of Insurance KongenÕs Gade #18 St. Thomas, VI 00802 340-774-7166 Fax: 340-774-9458 e-mail: vidoi001@aol.com Virginia Commissioner, Bureau of Insurance, State Corporation Commission PO Box 1157 1300 East Main Street (23219) for special delivery and walk-ins Richmond, VA 23218 804-371-9967 Toll free in VA: 1-800-552-7945 TDD: 804-371-9349 www.state.va.us/scc Washington Commissioner of Insurance Office of the Commssioner of Insurance 14th Ave. and Water St. PO Box 40255 Olympia, WA 98504-0255 360-753-3613 Toll free in WA: 1-800-562-6900 TDD: 360-664-3154 Fax: 360-586-3535 e-mail: inscomr@aol.com www.insurance.wa.gov West Virginia Commissioner Department of Insurance 1124 Smith St. Charleston, WV 25301 304-558-3354 Toll free in WV: 1-800-642-9004 Fax: 304-558-0412 e-mail: wvins@wvnvm.wvnet.edi www.state.wv.us/insurance Wisconsin Commissioner, Office of the Commissioner of Insurance 121 East Wilson St. Madison, WI 53702 608-266-0103 Toll free in WI: 1-800-236-8517 TDD/TTY toll free: 1-800-947-3529 Fax: 608-266-9935 e-mail: information@oci.state.wi.us badger.state.wi.us/agencies/oci Wyoming Commissioner, WY Department of Insurance Herschler Bldg.,122 W. 25th St. 3rd Floor East Cheyenne, WY 82002-0440 307-777-7401 Toll free in WY: 1-800-438-5768 Fax: 307-777-5895 e-mail: wyinsdep@state.wy.us insurance.state.wy.us/ State Securities Administrators Each state has its own laws and regulations for securities brokers and for all types of securities, 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 Selected Federal Agencies for further information and assistance. Alabama Director Securities Commission 770 Washington Ave., Ste. 570 Montgomery, AL 36130-4700 334-242-2984 Toll free in AL: 1-800-222-1253 Fax: 334-242-0240 e-mail: alseccom @dsmd.dsmd.state.al.us www.state.al Alaska Director Department of Community and Economic Development 150 Third St., Room 217 Juneau, AK 99811 907-465-2521 Fax: 907-465-2549 www.dced.state.ak.us/bsc/secur.htm Arizona Director of Securities Securities Division Corporation Commission 1300 West Washington, 3rd Fl. Phoenix, AZ 85007 602-542-4242 Fax: 602-594-7470 e-mail: accsec@ccsd.cc.state.az.us www.ccsd.cc.state.az.us Arkansas Securities Department Heritage West Building 201 East Markham, Rm. 300 Little Rock, AR 72201-1692 501-324-9260 Toll free: 1-800-981-4429 Fax: 501-324-9268 www.state.ar.us/arsec California Commissioner Department of Corporations 1515 K St., Suite 200 Sacramento, CA 95814 916-445-7205 www.corp.ca.gov Colorado Securities Commissioner Division of Securities 1580 Lincoln St., Suite 420 Denver, CO 80203 303-894-2320 TDD: 303-894-7880 Fax: 303-861-2126 www.dora.state.co.us/securities Connecticut Director of Securities Department of Banking 260 Constitution Plaza Hartford, CT 06103-1800 860-240-8230 Toll free: 1-800-831-7225 Fax: 860-240-8295 www.state.ct.us/dob Delaware Securities Commissioner Division of Securities Department of Justice State Office Building 820 North French St., 5th Fl. Wilmington, DE 19801 302-577-8424 Fax: 302-577-6987 www.state.de.us/securities District of Columbia Director Securities Bureau 810 First St., NE Ste. 622 Washington, DC 20002 202-727-8000 Fax: 202-442-8661 e-mail: disr@dcgov.org Florida Direcor Securities Division 101 East Gaines St. Plaza Level, The Capitol Tallahassee, FL 32399-0350 850-410-9805 Toll free in FL: 1-800-372-3792 Fax: 850-681-2428 www.dbf.state.fl.us Georgia Director, Divison of Securities and Business Regulation, Office of the Secretary of State 2 Martin Luther King, Jr. Dr. SE, 802 West Tower Atlanta, GA 30334 404-651-6451 Toll free: 1-888-733-7427 Fax: 404-657-8410 e-mail: securities@sos.state.ga.us www.sos.state.ga.us/securities Hawaii Commissioner of Securities Department of Commerce and Consumer Affairs, Business Registration Division 1010 Richards St., 2nd Fl. Honolulu, HI 96813 808-586-2744 Fax: 808-586-2733 www.hawaii.gov Idaho Securities Bureau Chief Department of Finance PO Box 83720 Boise, ID 83720-0031 208-332-8004 Toll free in ID: 1-888-346-3378 Fax: 208-332-8099 www.finance.state.id.us./industry/securities.asp Illinois Director of Securities Securities Department 69 West Washington, Ste. 1220, 12th Fl. Chicago, IL 60602 217-782-2256 Toll free in IL: 1-800-628-7937 Fax: 217-524-9637 www.sos.state.il.us Indiana Securities Commissioner Securities Division Office of the Secretary of State 302 West Washington Room E-111 Indianapolis, IN 46204 317-232-6681 Toll free in IN: 1-800-223-8791 Fax: 317-233-3675 www.state.in.us/sos Iowa Superintendent of Securities Securities Bureau, Insurance Division 340 E. Maple St. Des Moines, IA 50319 515-281-4441 Toll free: 1-800-351-4665 Fax: 515-281-3059 www.iid.state.ia.us Kansas Commissioner Office of the Kansas Securities Commissioner 618 South Kansas Ave. Topeka, KS 66603-3804 785-296-3307 Toll free in KS: 1-800-232-9580 Fax: 785-296-6872 e-mail: securities@state.ks.us www.securities.state.ks.us Kentucky Director of Securities Department of Financial Institutions 1025 Capitol Center Dr. Ste. 200 Frankfort, KY 40601 502-573-3390 Toll free: 1-800-223-2579 Fax: 502-573-8787 www.dfi.state.ky.us Louisiana Commissioner of Financial Institutions Securities Commission 3445 N. Causeway Blvd. Ste. 509 Metairie, LA 70002 504-846-6970 Fax: 504-846-6971 www.ofi.state.la.us/securit.htm Maine Securities Administrator Office of Securities State House Station 121 Augusta, ME 04333 207-624-8551 Toll free in ME: 1-800-624-8551 TDD/TTY: 207-624-8563 Fax: 207-624-8590 www.mainesecuritiesreg.org Maryland Securities Commissioner Division of Securities Office of the Attorney General 200 Saint Paul Place, 20th Fl. Baltimore, MD 21202-2020 410-576-6360 TDD: 410-576-6372 Fax: 410-576-6532 e-mail: securities@oag.state.md.us www.securities.oag.state.md.us Massachusetts Director Securities Division One Ashburton Pl., Rm. 1701 Boston, MA 02108 617-727-3548 Toll free in MA: 1-800-269-5428 Fax: 617-248-0177 www.state.ma.us/sec/sct/sctidx.htm Michigan Commissioner, Division of Securities Office of Financial and Insurance Services Ottowa Bldg. 611 W. Ottowa, 2nf Fl. Lansing, MI 48933 517-335-3167 Toll free: 1-877-999-6442 Fax: 517-373-4870 www.cis.state.mi.us/ofis Minnesota Director, Enforcement Division Department of Commerce 85 East Seventh Pl., Ste. 500 St. Paul, MN 55101 651-296-4026 Toll free in MN: 1-800-657-3602 TDD: 651-296-2860 Fax: 651-296-4328 www.commerce.state.mn.us Mississippi Assistant Secretary of State Office of the Secretary of State, Business Regulation and Enforcement 202 N. Congress St., Ste. 500 Jackson, MS 39201 601-359-6371 Toll Free: 1-800-256-3494 Fax: 601-359-2663 e-mail: jnelson@sos.state.ms.us www.sos.state.ms.us Missouri Securities Commissioner Office of the Secretary of State 600 West Main St. Jefferson City, MO 65101 573-751-4136 Toll free in MO: 1-800-721-7996 Fax: 573-526-3124 www.sos.state.mo.us/securities Montana Auditor & Securities Commissioner Office of the State Auditor 840 Helena Ave. Helena, MT 59604 406-444-2040 Toll free in MT: 1-800-332-6148 Fax: 406-444-5558 www.state.mt.us/sao Nebraska Assistant Director Bureau of Securities Department of Banking & Finance 1200 N St., Ste. 311 Lincoln, NE 68509 402-471-3445 Fax: 402-471-3062 www.ndbf.org/sec.htm Nevada Securities Administrator Securities Division Secretary of State 555 East Washington Ave. Suite 5200, 5th Fl. Las Vegas, NV 89101 702-486-2440 Toll free: 1-800-758-6440 Fax: 702-486-2452 www.sos.state.nv.us/securities New Hampshire Director of Securities Bureau of Securities Regulation Department of State State House, Room 204 Concord, NH 03301-4989 603-271-1463 Fax: 603-271-7933 webster.state.nh.us/sos/securities New Jersey Chief, Bureau of Securities Department of Law and Public Safety 153 Halsey Street, 6th Floor Newark, NJ 07102 973-504-3600 Fax: 973-504-3601 www.state.nj.us/lps/ca/bos.htm New Mexico Director of Securities Securities Division Regulation & Licensing Department 725 St. Michaels Drive Santa Fe, NM 87505-7605 505-827-7140 Fax: 505-984-0617 www.rld.state.nm.us/sec New York Bureau Chief Investor Protection and Securities Bureau Office of the Attorney General 120 Broadway, 23rd Floor New York, NY 10271 212-416-8200 (securities, stock and bonds only) Fax: 212-416-8816 www.oag.state.ny.us/investors/investors.html North Carolina Deputy Securities Administrator, Securities Division, Department of the Secretary of State 300 North Salisbury St. Raleigh, NC 27603-5909 919-733-3924 Toll free: 1-800-688-4507 (investor hotline) Fax: 919-821-0818 www.secretary.state.nc.us/sec North Dakota Commissioner Securities Department 600 East Boulevard State Capitol, 5th Fl. Bismarck, ND 58505-0510 701-328-2910 Toll free in ND: 1-800-297-5124 Fax: 701-328-2946 e-mail: seccom@state.nd.us www.state.nd.us/securities Ohio Commissioner Division of Securities 77 South High St. 22nd Floor Columbus, OH 43215 614-644-7381 Toll free: 1-800-788-1194 (investor protection hotline) Fax: 614-466-3316 www.securities.state.oh.us Oklahoma Administrator Department of Securities First National Center, Ste. 860 120 North Robinson Oklahoma City, OK 73102 405-280-7700 Fax: 405-280-7742 e-mail: general @securities.state.ok.us www.securities.state.ok.us Oregon Administrator Division of Finance and Corporate Securities 350 Winter St., NE, Suite 410 Salem, OR 97301 503-378-4387 Fax: 503-947-7862 www.cbs.state.or.us/external/dfcs Pennsylvania Chairman, Securities Commission Eastgate Office Bldg. 1010 North 7th St., 2nd Fl. Harrisburg, PA 17102-1410 717-787-8061 Toll free in PA: 1-877-881-6388 Fax: 717-783-5122 www.psc.state.pa.us Puerto Rico Commissioner Commission of Financial Institutions Fernandez Juncos Station PO Box 11855 San Juan, PR 00910-3855 787-723-3131 Fax: 787-723-4042 www.cif.gov.pr Rhode Island Associate Director and Superintendent of Securities Rhode Island Department of Business Regulation 233 Richmond St., Suite 232 Providence, RI 02903-4232 401-222-3048 TDD: 401-222-2999 Fax: 401-222-5629 e-mail: secdiv@dbr.state.ri.us www.dbr.state.ri.us South Carolina Deputy Securities Commissioner Office of the Attorny General Securities Division, Rembert C Dennis Office Building 1000 Assembly St. Columbia, SC 29201 803-734-4731 Fax: 803-734-0032 e-mail: agsecurities@ag.state.sc.us www.scsecurities.com South Dakota Director Division of Securities 118 West Capitol Ave. Pierre, SD 57501 605-773-4823 Fax: 605-773-5953 e-mail: securities@crpr1.state.sd.us www.state.sd.us/dcr/securities Tennessee Assistant Commissioner for Securities Securities Division, Department of Commerce and Insurance Davy Crockett Tower, Suite 680 500 James Robertson Parkway Nashville, TN 37243 615-741-2947 Toll free in TN: 1-800-863-9117 Fax: 615-532-8375 www.state.tn.us/commerce/securdiv.html Texas Securities Commissioner State Securities Board PO Box 13167 Austin, TX 78711-3167 512-305-8300 Fax: 512-305-8310 www.ssb.state.tx.us Utah Director, Division of Securities, Department of Commerce 160 East 300 South 2nd Fl. Salt Lake City, UT 84111 801-530-6600 Toll free in UT: 1-800-721-7233 Fax: 801-530-6980 e-mail: security@br.state.ut.us www.securities.state.ut.us Vermont Deputy Commissioner of Securities, Department of Banking, Insurance, Securities, & Health Care Administration Securities Division 89 Main St., Drawer 20 Montpelier, VT 05620-3101 802-828-3420 Fax: 802-828-2896 www.bishca.state.vt.us Virginia Director Division of Securities and Retail Franchising State Corporation Commission PO Box 1197 Richmond, VA 23218 804-371-9051 Toll free in VA: 1-800-552-7945 TDD: 804-371-9203 Fax: 804-371-9911 www.state.va.us/scc/division/srf/webpages/homepage.htm Washington Director of Securities, Securities Division, Department of Financial Institutions PO Box 9033 Olympia, WA 98507-9033 360-902-8760 TDD: 360-664-8126 Fax: 360-586-5068 www.dfi.wa.gov/sd West Virginia State Auditor and Commissioner of Securities Building 1, Rm. W-100 Charleston, WV 25305 304-558-2257 Toll free: 1-877-982-9148 Fax: 304-558-4211 e-mail: securities@wvauditor.com www.wvauditor.com Wisconsin Administrator Division of Securities Department of Financial Institutions PO Box 1768 Madison, WI 53701 608-261-9555 Toll free in WI: 1-800-47-CHECK Fax: 608-256-1259 www.wdfi.org/fi.securities Wyoming Division Director Securities Division Secretary of State State Capitol Rm. 109 200 West 24th Street Cheyenne, WY 82002-0020 307-777-7370 TDD: 307-777-5351 Fax: 307-777-5339 e-mail: securities@state.wy.us soswy.state.wy.us/securiti/securiti.htm State Utility 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 government. Many utility commissions handle consumer complaints. Sometimes, if a number of complaints are received about the same utility matter, they will conduct investigations. Alabama President Public Service Commission PO Box 991 Montgomery, AL 36101-0991 Toll free in AL: 1-800-392-8050 (Consumer Services Office) Fax: 334-242-0727 (Consumer Services Office) www.psc.state.al.us Alaska Chair, Regulatory Commission of Alaska 1016 West 6th Ave., Suite 400 Anchorage, AK 99501-1963 907-276-6222 Toll free in AK: 1-800-390-2782 TDD: 907-276-4533 Fax: 907-276-0160 e-mail: rca-mail@state.ak.us www.state.ak.us/rca Arizona Chairman, Arizona Corporation Commission 1200 West Washington St. Phoenix, AZ 85007 602-542-3933 Toll free in AZ: 1-800-222-7000 TDD: 602-542-2105 Fax: 602-542-5560 e-mail: ckunasek@cc.state.az.us www.cc.state.az.us Arkansas Chairman, Public Service Commission PO Box 400 Little Rock, AR 72203-0400 501-682-1453 Toll free in AR: 1-800-482-1164 (complaints) Fax: 501-682-5731 www.state.ar.us/psc California President Public Utilities Commission 505 Van Ness Ave., Room 5218 San Francisco, CA 94102 415-703-2782 Toll free in CA: 1-800-649-7570 (complaints) TDD: 415-703-2032 Fax: 415-703-2532 www.cpuc.ca.gov/ Colorado Chairman Public Utilities Commission 1580 Logan St., Room 201 Denver, CO 80203 303-894-2000 Toll free in CO: 1-800-888-0170 TDD: 303-894-2512 Fax: 303-894-2065 e-mail: PUConsumer. Complaints@ dora.state.co.us www.dora.state.co.us/puc/ Connecticut Chairman, Department of Public Utility Control 10 Franklin Square New Britain, CT 06051 860-827-1553 Toll free in CT: 1-800-382-4586 TDD: 860-827-2837 Fax: 860-827-2613 www.state.ct.us/dpuc/ Director, CT Dept. of Social Services, Elderly Services 25 Sigourney St. Hartford, CT 06106 860-424-5277 Toll free in CT: 1-800-443-9946 Fax: 860-424-4966 e-mail: christine.lewis@po.state.ct.us Delaware Commissioner Public Service Commission Cannon Building #100 861 Silver Lake Blvd. Dover, DE 19904 302-739-4247 Toll free in DE: 1-800-282-8574 TDD: 302-739-4333 Fax: 302-739-4849 www.state.de.us/delpsc District of Columbia Chairperson, Public Service Commission of D.C. 7171 14th St., NW, 2nd Floor Washington, DC 20005 202-626-5120 (Consumer Services Division) Fax: 202-393-1389 Florida Chairman Public Service Commission 2540 Shumard Oak Blvd. Tallahassee, FL 32399-0850 850-413-6330 Toll free in FL: 1-800-342-3552 TDD/TTY: 1-800-521-5247 Fax: 850-487-1716 e-mail: contact@psc.state.fl.us www.floridapsc.com Georgia Chairperson Public Service Commission 47 Trinity Ave. Atlanta, GA 30334 404-656-4501 Toll free in GA: 1-800-282-5813 Fax: 404-463-6683 e-mail: bdurden@psc.state.ga.us www.psc.state.ga.us Hawaii Chairman Public Utilities Commission 465 South King St., Room 103 Honolulu, HI 96813 808-586-2020 Fax: 808-586-2066 e-mail: hipuc@lava.net Idaho President Public Utilities Commission PO Box 83720 Boise, ID 83720-0074 208-334-0300 Toll free in ID: 1-800-432-0369 TDD/TTY toll free: 1-800-223-3131 Fax: 208-334-3762 e-mail: ipuc@puc.state.id.us www.puc.state.id.us Illinois Chairman, Commerce Commission 527 East Capitol Ave. PO Box 19280 Springfield, IL 62794-9280 217-782-7295 Toll free in IL: 1-800-524-0795 TDD/TTY toll free: 1-800-858-9277 Fax: 217-782-1042 www.icc.state.il.us Indiana Director, Consumer Affairs Indiana Utility Regulatory Commission, Consumer Affairs 302 W. Washington St., Ste. E-306 Indianapolis, IN 46217 317-232-2712 Toll free in IN: 1-800-851-4268 TDD: 317-232-8556 Fax: 317-233-2410 e-mail: fgoff@vrc.state.in.us www.ai.org/iurc Iowa Chairperson, IA Utilities Board 350 Maple St. Des Moines, IA 50319-0069 515-281-5979 Toll free in IA: 1-877-565-4450 Fax: 515-281-5329 www.state.ia.us/iub Kansas Chairman, Kansas Corporation Commission 1500 SW Arrowhead Road Topeka, KS 66604-4027 785-271-3140 Toll free in KS: 1-800-662-0027 Fax: 785-271-3111 e-mail: public.affairs@kcc.state.ks.us www.kcc.state.ks.us Kentucky Chairman Public Service Commission 211 Sower Blvd., PO Box 615 Frankfort, KY 40602 502-564-3940 Toll free in KY: 1-800-772-4636 (complaints only) TDD/TTY toll free: 1-800-648-6056 Fax: 502-564-3460 www.psc.state.ky.us Louisiana Commissioner Public Service Commission PO Box 91154 Baton Rouge, LA 70821-9154 225-342-4404 Toll free in LA: 1-800-256-2387 Fax: 225-342-2831 www.lpsc.org Maine Chairman Public Utilities Commission 242 State St. Augusta, ME 04333 207-287-3831 Toll free in ME: 1-800-452-4699 TTY toll free: 1-800-437-1220 Fax: 207-287-1039 e-mail: maine.puc@state.me.us www.state.me.us/mpuc/ Maryland Chairman Public Service Commission 6 St. Paul St., 16th Floor Baltimore, MD 21202-6806 410-767-8000 Toll free in MD: 1-800-492-0474 TDD toll free in MD: 1-800-735-2258 Fax: 410-333-6495 e-mail: mpsc@psc.state.md.us www.psc.state.md.us/psc/ Massachusetts Chairman, Department of Telecommunications and Energy 1 South Station, 12th Floor Boston, MA 02110 617-305-3500 TDD toll free: 1-800-323-3298 Fax: 617-345-9101 www.magnet.state.ma.us/dpu Michigan Chairperson Public Service Commission 6545 Mercantile Way, Suite 7 P.O. Box 30221 Lansing, MI 48909 517-241-6180 Toll free in MI: 1-800-292-9555 Fax: 517-241-6181 www.cis.state.mi.us/mpsc Minnesota Chairman Public Utilities Commission 121 7th Place East, Suite 350 St. Paul, MN 55101-2147 651-296-0406 Toll free: 1-800-657-3782 TDD: 651-297-1200 Fax: 651-297-7073 e-mail: consumer.puc@state.mn.us www.puc.state.mn.us Mississippi Chairman, Public Service Commission, Northern District PO Box 1174 Jackson, MS 39215 601-961-5430 Toll free in MS: 1-800-356-6428 Fax: 601-961-5464 www.psc.state.ms.us Missouri Chairman Public Service Commission PO Box 360 Jefferson City, MO 65102 573-751-9300 Toll free in MO: 1-800-824-7541 TDD toll free in MO: 1-800-735-2966 Fax: 573-526-7341 www.ecodev.state.mo.us/psc/ Montana Chairman Public Service Commission 1701 Prospect Ave. PO Box 202601 Helena, MT 59620-2601 406-444-6199 (also TDD) Toll free in MT: 1-800-646-6150 Fax: 406-444-7618 www.psc.state.mt.us Nebraska Chairman Public Service Commission 300 The Atrium, 1200 N St. PO Box 94927 (68508-4927) Lincoln, NE 68509 402-471-3101 Toll free in NB: 1-800-526-0017 TDD: 402-471-0213 Fax: 402-471-0254 e-mail: celton@navix.net www.nol.org/home/NPSC Nevada Chairman Public Utilities Commission 1150 East William St. Carson City, NV 89701 775-687-6001 702-486-2600 (Las Vegas office) Toll free in NV: 1-800-992-0900 Fax: 775-687-6110 www.puc.state.nv.us New Hampshire Chairman Public Utilities Commission 8 Old Suncook Rd., Bldg. No. 1 Concord, NH 03301 603-271-2431 Toll free in NH: 1-800-852-3793 TDD toll free in NH: 1-800-735-2964 Fax: 603-271-3878 www.puc.state.nh.us New Jersey President, Board of Public Utilities Two Gateway Center Newark, NJ 07102 973-648-2823 Toll free in NJ: 1-800-624-0241 Fax: 973-648-2836 www.bpu.state.nj.us New Mexico Director, New Mexico Public Regulation Commission Consumer Relations Division PO Drawer 1269 Santa Fe, NM 87504-1269 505-827-4593 or 505-827-4660 Toll free in NM: 1-800-663-9782 Toll free in NM: 1-800-947-4722 TDD: 505-827-6911 Fax: 505-827-6973 e-mail: mwhitted@state.nm.us www.prc.state.nm.us New York Director, Public Service Commission, Consumer Education & Advocacy 3 Empire State Plaza Albany, NY 12223-1350 518-474-1540 Toll free in NY: 1-877-342-3377 (complaints - gas, electric, telephone); Toll free: 1-877-661-9223 (Business Advocates) Fax: 518-474-1691 e-mail: ronald_cerniglia@ dps.state.ny.us www.dps.state.ny.us North Carolina NC Utilities Commission Public Staff, Consumer Services 4326 Mail Service Center Raleigh, NC 27699-4326 919-733-9277 Fax: 919-733-4744 e-mail: consumer.services@ ncmail.net www.ncuc.commerce.state.nc.us North Dakota ND Public Service Commission 600 E. Boulevard Ave., Dept. 408, 12th Floor Bismarck, ND 58505-0480 701-328-2400 TDD toll free in ND: 1-800-366-6888 Fax: 701-328-2410 e-mail: sab@oracle.psc.state.nd.us www.psc.state.nd.us Ohio Chairman, Public Utilities Commission of Ohio 180 East Broad St. Columbus, OH 43215-3793 614-466-3292 Toll free in OH: 1-800-686-7826 TDD toll free in OH: 1-800-686-1570 Fax: 614-752-8351 www.puc.state.oh.us Oklahoma Chairman, Oaklahoma Corporation Commission PO Box 52000-2000 Oklahoma City, OK 73152-2000 405-521-2211 Toll free in OK: 1-800-522-8154 TDD: 405-521-3513 Fax: 405-521-2087 www.occ.state.ok.us Oregon Chairman Public Utility Commission 550 Capitol St., NE, Suite 215 Salem, OR 97301-2551 503-378-6611 Toll free in OR: 1-800-522-2404 (consumer services only) Toll Free in OR: 1-800-553-9600 Fax: 503-648-3458 www.puc.state.or.us Pennsylvania Chairman Public Utility Commission PO Box 3265 Harrisburg, PA 17105 717-783-7349 Toll free in PA: 1-800-782-1110 Fax: 717-787-5813 puc.paonline.com Puerto Rico Chairman Public Service Commission PO Box 190870 San Juan, PR 00919-0817 787-756-1425 Fax: 787-758-3418 e-mail: nydiardz@prtc.net Rhode Island Chairman Public Utilities Commission 100 Orange St. Providence, RI 02903 401-222-3500 Toll free in RI: 1-800-341-1000 TDD: 401-277-3500 Fax: 401-222-2626 www.ripuc.org South Carolina Chairman Public Service Commission PO Drawer 11649 Columbia, SC 29211 803-896-5100 Toll free in SC: 1-800-922-1531 TDD toll free in SC: 1-800-735-2905 Fax: 803-737-5199 www.psc.state.sc.us South Dakota Director, Public Utilities Commission, Consumer Affairs 500 East Capitol Ave. Pierre, SD 57501-5070 605-773-3201 Toll free: 1-800-332-1782 (consumer affairs only) Fax: 605-773-3809 www.state.sd.us/state/executive/puc/puc.htm Tennessee Chairman, Tennessee Regulatory Authority 460 James Robertson Parkway Nashville, TN 37243-0505 615-741-3668 Toll free: 1-800-392-8359 Fax: 615-741-5015 www.state.tn.us/tra Texas Chairman Public Utility Commission 1701 North Congress Ave. PO Box 13326 Austin, TX 78711-3326 512-936-7000 Toll free: 1-888-PUC-TIPS (1-888-782-8477) TDD/TTY toll free: 1-800-735-2989 Fax: 512-936-7138 e-mail: customer@puc.state.tx.us www.puc.state.tx.us Utah Chairman Public Service Commission 160 East 300 South Salt Lake City, UT 84111 801-530-6716 Toll free in UT: 1-800-874-0904 TDD: 801-530-6716 Fax: 801-530-6796 e-mail: sfmecham@state.ut.us www.psc.state.ut.us Vermont Chairman Vermont Public Service Board 112 State St. Montpelier, VT 05620-2701 802-828-2358 TDD toll free in VT: 1-800-253-0191 Fax: 802-734-8390 e-mail: clerk@psb.state.vt.us www.state.vt.us/psb Virgin Islands Commissioner Public Services Commission Koud Horsen Complex - Bldg. A 1303 Hospital Ground St. Thomas, VI 00802 340-774-1166 or 340-774-0930 Fax: 340-774-3466 e-mail: dhs@islands.vi Virginia Chairman, State Corporation Commission PO Box 1197 Richmond, VA 23218 804-371-9141 (general information) Toll free in VA: 1-800-552-7945 TDD: 804-371-9206 Fax: 804-371-9211 www.state.va.us/scc Washington Chairman, Utilities and Transportation Commission 1300 S. Evergreen Park Dr., SW Olympia, WA 98504 360-664-1173 Toll free in WA: 1-800-562-6150 TTY: 360-586-8203 Fax: 360-586-1150 www.wutc.wa.gov West Virginia Chairman Public Service Commission 201 Brooks St. Charleston, WV 25301 304-340-0482 Toll free in WV: 1-800-344-5113 TDD: 304-340-0300 Fax: 304-340-0325 www.state.wv.us/psc Wisconsin Consumer Affairs Program Director, Public Service Commission of Wisconsin Consumer Affairs Unit 610 North Whitney Way (53705) PO Box 7854 Madison, WI 53707-7854 608-266-2001 Toll free: 1-800-225-7729 TDD: 608-267-1479 Fax: 608-266-3957 e-mail: lawrej@psc.state.wi.us www.psc.state.wi.us Wyoming Chairman Public Service Commission 2515 Warren Ave., Suite 300 Cheyenne, WY 82002 307-777-7427 Toll free in WY: 1-888-570-9905 TTY: 307-777-7427 Fax: 307-777-5700 e-mail: sellen@missc.state.wy.us psc.state.wy.us 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, gasoline 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 our 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 Director, Weights and Measures Division Department of Agriculture PO Box 3336 Montgomery, AL 36109-0336 334-240-7133 Toll free in AL: 1-800-321-0018 Fax: 334-240-7175 www.agri-ind.state.al.us Alaska Director, Division of Measurement Standards and Commercial Vehicle Enforce-ment, Department of Transpor-tation and Public Facilities Huffman Business Park Bldg. O, #6, 12050 Industry Way Anchorage, AK 99515 907-345-7750 Toll free in AK: 1-800-478-7636 Fax: 907-345-6835 Arizona Director, Department of Weights and Measures 4425 West Olive Ave., Suite 134 Glendale, AZ 85302-3844 602-255-5211 Toll free in AZ: 1-800-277-6675 (outside Phoenix metro area) Fax: 602-255-1950 e-mail: swilliams@wm.state.az.gov www.weights.az.gov Arkansas Director, Bureau of Standards 4608 West 61st St. Little Rock, AR 72209 501-225-1598 Fax: 501-562-7605 e-mail: mike.hile@aspb.state.ar.us California Director, Division of Measurement Standards 8500 Fruitridge Road Sacramento, CA 95826 916-229-3000 Fax: 916-229-3026 e-mail: DMS@cdfa.ca.gov www.cdfa.ca.gov Colorado Chief, Measurements Standards Section Department of Agriculture 3125 Wyandot St. Denver, CO 80211 303-477-4220 or 303-477-4613 or 303-477-4818 Fax: 303-477-4248 www.ag.state.co.us/ics/Measurement/Measurement_Standards.html Connecticut Director, Weights and Measures Division Department of Consumer Protection State Office Bldg., Room 165 165 Capitol Avenue Hartford, CT 06106 860-713-6168 or 860-713-6160 Fax: 860-713-7244 e-mail: jack.mcguire@po.state.ct.us www.state.ct.us/dcp Delaware Administrator, Office of Weights and Measures Department of Agriculture 2320 South DuPont Highway Dover, DE 19901-5515 302-739-4811 Fax: 302-697-4749 District of Columbia Chief, Weights and Measures Department of Consumer and Regulatory Affairs Market Branch 1110 U Street, SE Washington, DC 20020 202-698-2130 Fax: 202-698-2148 Florida Chief, Bureau of Weights and Measures, Department of Agriculture and Consumer Services, Division of Standards 3125 Conner Blvd. Mail Stop L-29, Building #2 Tallahassee, FL 32399-1650 850-488-9140 Fax: 850-922-6655 e-mail: graym@doacs.state.fl.us Georgia Assistant Commissioner Georgia Department of Agriculture, Division of Weights and Measures Capitol Square Atlanta, GA 30334 404-656-3605 Toll free in GA: 1-800-282-5852 Fax: 404-656-9380 e-mail: btruby@agr.state.ga.us www.agr.state.ga.us Hawaii Administrator, Measurement Standards Branch Department of Agriculture 725 Ilalo St. Honolulu, HI 96813-5524 808-586-0886 Fax: 808-586-0889 Idaho Chief, Bureau of Weights and Measures and Warehouse Control, Department of Agriculture 2216 Kellogg Lane Boise, ID 83712 208-332-8690 Fax: 208-334-2378 e-mail: tschafe@agri.state.id.us Illinois Chief, Illinois Department of Agriculture, Bureau of Weights and Measures PO Box 19281 State Fairgrounds Springfield, IL 62794-9281 217-785-8301 Toll free in IL: 1-800-582-0468 TTD/TTY: 217-524-6858 Fax: 217-524-7801 e-mail: scolbrook@agr.state.il.us www.agr.state.il.us Indiana Director, Weights & Measures Motorfuel Program, IN Weights and Measures Division 2525 North Shadeland Ave. Indianapolis, IN 46229-1787 317-356-7078 TDD/TTY: 317-356-7139 Fax: 317-351-2877 e-mail: lstump@isdh.isdh1 www.state.in.us/isdh/regsvcs/wtmsr/welcome.html Iowa Bureau Chief Weights and Measures Department of Agriculture and Land Stewardship H.A. Wallace Building Des Moines, IA 50319 515-281-5716 Fax: 515-281-6800 Kansas Director, Weights and Measures Division, KS Department of Agriculture PO Box 19282 Topeka, KS 66619-0282 785-862-2415 Fax: 785-862-2460 e-mail: ccotsora@kda.state.ks.us www.accesskansas.org/kda/W&M/mainpage.htm Kentucky Director, Division of Regulation and Inspection Department of Agriculture 106 West Second St. Frankfort, KY 40601 502-564-4870 Toll free: 1-800-833-6289 Fax: 502-564-5669 Louisiana Director, Division of Weights and Measures Department of Agriculture PO Box 91081 Baton Rouge, LA 70821-9081 225-925-3780 Fax: 225-922-0477 www.ldaf.state.la.us Maine Director, Quality Assurance and Regulations Division State House Station 28 Augusta, ME 04333-0028 207-287-3841 Fax: 207-287-5576 www.state.me.us/agriculture Maryland Chief, Weights and Measures Section, MD Department of Agriculture, Weights and Measures Section 50 Harry S. Truman Parkway Annapolis, MD 21401 410-841-5790 Fax: 410-841-2765 www.mda.state.md.us Massachusetts Assistant Director of Standards State Division of Standards One Ashburton Place McCormick Bldg., Room 1115 Boston, MA 02108 617-727-3480 Toll free: 1-888-283-3757 Fax: 617-727-5705 www.state.ma.us/standards/index.htm Michigan Director, Weights and Measures, MI Department of Agriculture, Motor Fuels Quality 940 Venture Lane Williamston, MI 48895 517-655-8202 Fax: 517-655-8303 e-mail: mercerp@state.mi.us www.mda.state.mi.us Minnesota Manager, Division of Weights and Measures Department of Commerce 121 7th Place East, Suite 200 St. Paul, MN 55101-2145 651-296-5175 Toll free: 1-800-657-3710 Fax: 651-296-0201 www.dpsv.state.mn.us Manager Department of Public Service Energy Informaton Center 121 7th Place, #200 Roseville, MN 55101-2145 651-639-4010 Toll free: 1-800-657-3710 TDD: 651-639-4017 Fax: 651-296-0201 www.dpsv.state.mn.us Mississippi Director, Weights and Measures Division Department of Agriculture 121 N. Jefferson St. PO Box 1609 Jackson, MS 39201 601-359-1149 Fax: 601-354-6502 e-mail: rusty@mdac.state.ms.us www.state.ms.us Missouri Division Director, Weights and Measures Division, Department of Agriculture PO Box 630 Jefferson City, MO 65102-0630 573-751-4316 Fax: 573-751-0281 www.mda.state.mo.us Montana Bureau of Weights and Measures, Dept. of Commerce 1424 9th Ave. Helena, MT 59620 406-444-3164 Fax: 406-444-4305 e-mail: jkane@state.mt.gov www.discoveringmontana.com/dli/bsd/wm/ Nebraska Administrator, Nebraska Department of Agricluture Weights and Measures 301 Centennial Mall South PO Box 94757 Lincoln, NE 68509-4757 402-471-4292 Fax: 402-471-2759 e-mail: stevenam@agr.state.ne.us www.arg.state.ne.us Nevada Administrator, Department of Business and Industry Measurement Standards Weights and Measures 2150 Frazier Avenue Sparks, NV 89431 775-688-1166 Fax: 775-688-2533 New Hampshire Commissioner, Bureau of Weights and Measures Department of Agriculture, Markets and Food PO Box 2042 Concord, NH 03302-2042 603-271-3700 Fax: 603-271-1109 New Jersey State Superintendent, Office of Weights and Measures 1261 Route 1 and 9 South Avenel, NJ 07001-1647 732-815-4840 Fax: 732-382-5298 New Mexico Director, Standards and Consumer Services Department of Agriculture MSC 3170, PO Box 30005 Las Cruces, NM 88003-8005 505-646-1616 Fax: 505-646-2361 nmdaweb.nmsu.edu New York Director, Bureau of Weights and Measures, Department of Agriculture and Markets 1 Winners Circle Albany, NY 12235 518-457-3146 Fax: 518-457-5693 e-mail: agmweigh@nysnet.net www.agmkt.state.ny.us/ North Carolina Standards Division Director North Carolina Department of Agriculture & Consumer Services, Standards Division PO Box 27647 Raleigh, NC 27611 919-733-3313 Fax: 919-715-0524 e-mail: standards@ncmail.net www.agr.state.nc.us/standard/ North Dakota Director, North Dakota Public Service Commission Testing and Safety Division 600 East Boulevard Ave. Department 408 Bismarck, ND 58505-0480 701-328-2413 or 701-328-3337 TDD toll free: 1-800-336-6888 Fax: 701-324-2410 e-mail: agm@oracle.psc.state.nd.us www.psc.state.nd.us Ohio Chief, Ohio Department of Agriculture, Division of Weights and Measures 8995 East Main St. Reynoldsburg, OH 43068-3399 614-728-6290 Toll free: 1-800-282-1955 TDD/TTY toll free: 1-800-750-0750 Fax: 614-728-6424 e-mail: hubert@odant.agri.state.oh.us www.state.oh.us/agr/ Oklahoma Director, Plant Industry and Consumer Services Department of Agriculture 2800 North Lincoln Blvd. PO Box 528804 Oklahoma City, OK 73105-8804 405-522-5879 o 405-522-5968 Fax: 405-522-4584 e-mail: sdickins@oda.state.ok.us www.oda.state.ok.us/wtms.htm Oregon Administrator Measurement Standards Department of Agriculture 635 Capitol St., NE (mail only) Salem, OR 97301-2532 503-986-4670 TTD: 503-986-4762 Fax: 503-986-4784 e-mail: gshelcheck@oda.state.or.us www.oda.state.or.us/Measurement_Standards/MSDINFO.html Pennsylvania Director, Bureau of Ride and Measurement Standards Department of Agriculture 2301 North Cameron St. Harrisburg, PA 17110-9408 717-787-9089 or 717-787-6772 Fax: 717-783-4158 e-mail: cbruckn@state.pa.us www.pda.state.pa.us Puerto Rico Aide to the Secretary Department of Consumer Affairs P.R., Office of the Secretary, Centro Gubernamental Minillas P.O. Box 41059 Minillas Station San Juan, PR 00940-1059 787-721-0940 or 787-721-0960 Rhode Island Supervising Metrologist Mercantile Weights and Measures Division, Depart-ment of Labor and Training 610 Manton Ave. Providence, RI 02909 401-457-1867 Fax: 401-457-1873 South Carolina Assistant Commissioner Consumer Services Division Department of Agriculture PO Box 11280 Columbia, SC 29211-1280 803-737-9690 Fax: 803-737-9703 e-mail: cfulmer@scda.state.sc.us www.scda.state.sc.us/ConsumerServ/consumer.htm South Dakota Director. Division of Commercial Inspection and Regulation 118 West Capitol Pierre, SD 57501-2036 605-773-3697 Fax: 605-773-6631 Tennessee Standards Administrator Weights and Measures Department of Agriculture PO Box 40627 Melrose Station Nashville, TN 37204 615-827-5109 Toll free: 1-800-628-2631 Fax: 615-837-5015 e-mail: fwilliams@mail.state.tn.us www.state.tn.us/agriculture Texas Coordinator for Weights and Measures, TX Department of Agriculture, Regulatory Division PO Box 12847 Austin, TX 78711 512-463-7483 TDD/TTY toll free: 1-800-735-2989 Fax: 512-463-8225 www.agr.state.tx.us Utah Director, Division of Regulatory Services State Department of Agriculture PO Box 146500 Salt Lake City, UT 84114-6500 801-538-7150 Fax: 801-538-7126 www.ag.state.ut.us Vermont Supervisor, Consumer Assurance Section Department of Agriculture Food & Markets 116 State Street, Drawer 20 Montpelier, VT 05620-2901 802-828-3456 or 802-828-2436 Fax: 802-828-2361 e-mail: henry@agr.state.vt.us www.state.vt.us Virgin Islands Director, Consumer Protection Services Weights and Measures Division, Dept. of Licensing and Consumer Affairs Golden Rock Shopping Center Christiansted St. Croix, VI 00820 340-773-2226 Toll free: 1-888-800-3522 Fax: 340-778-8250 www.usvi.org Virginia Program Manager Virginia Department of Agriculture & Consumer Services, Office of Product and Industry Standards Consumer Protection 1100 Bank St., Room 402 Richmond, VA 23219 804-786-2476 Toll free: 1-800-552-9963 Fax: 804-786-1571 e-mail: jrogers@dacs.state.va.us www.vdacs.state.va.us/consumer/index.html Washington Program Manager Weights and Measures Department of Agriculture PO Box 42560 Olympia, WA 98504-2560 360-902-1857 Fax: 360-902-2086 e-mail: jbuendel@agr.wa.gov www.wa.gov West Virginia Director, Weights and Measures Section Division of Labor 570 West MacCorkle Ave. St. Alban, WV 25177 304-722-0602 Fax: 304-722-0605 e-mail: angelk@mail.wvnet.edu Wisconsin Bureau of Consumer Protection, Department of Agriculture Trade and Consumer Protection 2811 Agriculture Dr. Madison, WI 53718 Toll free in WI: 1-800-422-7128 TTD/TTY: 608-224-5058 Fax: 608-224-4939 Wyoming Department of Agriculture, Consumer Compliance 2219 Cary Ave. Cheyenne, WY 82002-0100 307-777-6590 Fax: 307-777-6593 www.wyagric.state.wy.us Selected Federal Agencies Many federal agencies have enforcement and/or complaint-handling duties for products and services used by the general public. Others act for the benefit of the public, but do not resolve individual 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 Information Center (FIC) toll free on 800-688-9889. The Federal agencies listed below respond to consumer complaints and inquiries. Architectural and Transportation Barriers Compliance Board (ACCESS Board) 1331 F St., NW, Suite 1000 Washington, DC 20004-1111 202-272-5434 Toll free: 1-800-872-2253 TDD: 202-272-5449; TDD/TTY toll free: 1-800-993-2822 Fax: 202-272-5447 E-mail: info@access-board.gov www.access-board.gov Centers for Disease Control and Prevention CDC National STD and AIDS Hotline Centers for Disease Control and Prevention CDC National STD Hotline: 1-800-227-8922 Toll free: 1-800-342-AIDS (2437) (24 hrs.) TDD toll free: 1-800-243-7889 (for Deaf and hard of hearing callers) www.cdcnpin.org General Inquiries Centers for Disease Control and Prevention Mailstop F07 1600 Clifton Road NE Atlanta, GA 30333 Toll free: 1-800-311-3435 www.cdc.gov (Spanish) www.cdc.gov/spanish Commodity Futures Trading Commission (CFTC) Office of Public Affairs Lafayette Center 1155 21st Street, NW Washington, DC 20581 202-418-5080 Fax: 202-418-5525 E-mail: opa@cftc.gov www.cftc.gov Also, see CFTC Consumer Alerts/Advisories under "Customer Protection" on the CFTC web homepage at www.cftc.gov. Consumer Product Safety Commission (CPSC) + Washington, DC 20207 Toll free: 1-800-638-CPSC (2772) (Product Safety Hotline) TDD toll free: 1-800-638-8270 Fax: on demand: 301-504-0051 E-mail: info@cpsc.gov www.cpsc.gov CPSC oversees the safety of over 15,000 kinds of consumer products, including toys and nursery equipment, appliances, sports, yard and playground equipment, furniture, clothing, computers, and fireworks. It announces about 250 recalls a year of potentially unsafe products. To get information on product recalls or report a hazardous product or product-related injury, call CPSC's hotline (Spanish-speaking staff available), visit its web site, or send an e-mail. To order free publications, visit the web site or write to the address above, Attention: Publications Request. Department of Agriculture (USDA) + Public Affairs Animal and Plant Health Inspection Service Department of Agriculture (USDA) 4700 River Road, Unit 51 Riverdale, MD 20737 301-734-7799 Fax: 301-734-5221 www.aphis.usda.gov Center for Nutrition Policy and Promotion Department of Agriculture (USDA) 3101 Park Center Dr., 10th Floor Alexandria, VA 22302-1594 703-605-4266 202-606-8000 (publication order line) Fax: 703-605-0809 E-mail: cnpp-web@www.usda.gov www.cnpp.usda.gov Cooperative State Research, Education, and Extension Service U. S. Department of Agriculture 1400 Independence Ave., SW Washington, DC 20250-2215 202-720-7947 Fax: 202-690-3162 www.reeusda.gov Or consult county government listings in your local telephone directory for the number of your local Cooperative Extension Meat and Poultry Hotline Department of Agriculture (USDA) 1400 Independence Ave., SW, Room 2925 South Washington, DC 20250 Washington D.C. area: (202) 720-3333 Toll free: 1-800-535-4555 TDD/TTY 1-800-256-7072 www.fsis.usda.gov Office of Communications Department of Agriculture (USDA) 1400 Independence Ave., SW, Room 506-A Washington, DC 20250 202-720-2791 Department of Commerce Bureau of the Census Department of Commerce Customer Services Washington, DC 20233 301-763-INFO (4636) Fax: 301-457-4714 E-mail: webmaster@census.gov www.census.gov National Institute of Standards Metric Program Department of Commerce 100 Bureau Dr., Mail Stop 2000 Gaithersburg, MD 20899-2000 301-975-3690 Fax: 301-948-1416 E-mail: metric_prg.@nist.gov www.nist.gov/metric The metric program educates the public and offers free resources to facilitate greater awareness and understanding of the metric system of measurement. Office of Weights and Measures National Institute of Standards and Technology Department of Commerce Room 223, Building 820 Gaithersburg, MD 20899 301-975-4004 Fax: 301-926-0647 E-mail: owm@nist.gov www.nist.gov/owm The Office of Weights and Measures of the National Institute of Standards and Technology promotes uniformity in U.S. weights and measures laws, regulations, and standards to achieve equity between buyers and sellers in the marketplace. Seafood Inspection Program National Oceanic and Atmospheric Administration Department of Commerce 1315 East-West Highway, F/SI Room 10842 Silver Spring, MD 20910 301-713-2355 Toll free: 1-800-422-2750 Fax: 301-713-1081 seafood.nmfs.noaa.gov U.S. Patent and Trademark Office Department of Commerce Patents: Commissioner for Patents ( 20231) Trademarks: 2900 Crystal Drive (22202) Arlington, VA 22202 703-308-4357 Toll free: 1-800-786-9199 TDD/TTY: 703-305-7785 Fax: 703-308-5258 www.uspto.gov/ Department of Defense + National Committee for Employer Support of the Guard and Reserve Department of Defense 1555 Wilson Blvd., Suite 200 Arlington, VA 22209-2405 703-696-1400 Toll free outside DC: 1-800-336-4590 Fax: 703-696-1411 www.esgr.com Provides assistance with employer/employee problems for members of the Guard and Reserve and their employers. See page 124 for Family and Community Service Centers. Department of Education Toll-Free Information Phone Numbers Department of Education www.ed.gov 1-800-USA-LEARN (1-800-872-5327) TTY/TDD: 1-800-437-0833 email: USA_LEARN@ed.gov Web site: www.ed.gov/offices/OIIA/IRC Use this phone number to obtain information on the Department of Education's programs and major initiatives; publications, videos, and other materials; directory assistance; and referrals to specialists or other experts. 1-800-424-1616 TTY/TTD: 202-219-1699 email: Library@inet.ed.gov Web site: www.ed.gov/NLE Use this phone number to reach the National Library of Education to obtain information about education statistics, research, and publications published by the Office of Educational Research and Improvement. 1-800-LET-ERIC Use this phone number to find out about the Educational Resources Information Center (ERIC) and the world's largest database of educational materials. Call to learn about new materials or receive referrals to other agencies. EDInfo Electronic Newsletter E-mail: peter_kickbush@ed.gov www.ed.gov/MailingLists/EDInfo/ei-annou.html Join the EDInfo mailing list by: 1. Addressing an email message to listproc@inet.ed.gov 2. Writing this (and nothing else) in the message: subscribe EDInfo yourfirstname yourlastname (for example "subscribe EDInfo John Doe"). If you have a signature block please turn it off. National Clearinghouse for Bilingual Education (NCBE) Department of Education The George Washington University 1118 22nd Street, NW Washington, DC 20037 202-467-0867 Toll free outside DC: 1-800-321-NCBE (6223) Fax: 1-800-531-9347 or 202-467-4283 E-mail: askncbe@ncbe.gwu.edu www.ncbe.gwu.edu NCBE is funded by the Office of Bilingual Education and Minority Languages Affairs (OBEMLA) to collect, analyze, synthesize and disseminate information related to the education of bilingually and culturally diverse students in the U.S. Office of Intergovernmental and Interagency Affairs Department of Education 400 Maryland Ave SW Room 5E301 Washington, DC 20202 202-401-0404 Fax: 202-401-8607 Office of Public Affairs Department of Education 400 Maryland Ave SW Room 7E231 Washington, DC 20202 202-401-1576 Fax: 202-401-3130 Office of Special Education and Rehabilitative Services (OSERS) Department of Education 330 C St., SW, Room 3132 Washington, DC 20202-2524 202-245-7488 TDD: 202-205-4208 www.ed.gov/offices/OSERS Publications Center (EDPUBS) Department of Education PO Box 1398 Jessup, MD 20794-1398 Toll free: 1-877-4ED-PUBS (1-877-433-7827) TTY/TDD: 1-877-576-7734 Fax: 301-470-1244 E-mail: edpubs@inet.ed.gov www.ed.gov/pubs/edpubs.html Ed Pubs is the Education Publications Center for the US Department of Education. You can contact ED Pubs to find out what's available on topics of interest to you and to order free copies of publications, videotapes, CD-ROMS, posters, bookmarks, and other products. Many Department publications can be acquired instantly in electronic form via the Internet. You can order copies of publications using one of the ways listed above. Federal Student Aid Information Center Department of Education Toll free: 1-800-4FED-AID (433-3243) Use this phone number to receive information about how to apply for federal student aid. TTY/TDD: 1-800-730-8913 Fax: 202-708-7970 E-mail: OPE_SFA@ed.gov www.ed.gov/finaid.html If the student has already filed a free Application for Federal Student Aid, he or she can check the status of the application by calling (319) 337-5665. For Direct Loan toll-free services, including information about repayment options call: Direct Loan Origination Center Applicant Services: 1-800-557-7394 Consolidation: 1-800-557-7392 TDD: 1-800-555-7395 School Relations: 1-800-848-0978 Additional web sites for students: www.ed.gov/studentaid for financial professionals: iafap.ed.gov for Direct Loans: www.ed.gov/DirectLoan Department of Energy Energy Efficiency and Renewable Energy Clearinghouse Department of Energy PO Box 3048 Merrifield, VA 22116 Toll free: 1-800-DOE-3732 TDD toll free: 1-800-273-2957 www.eren.doe.gov For information about conservation and renewable energy Office of Energy Efficiency and Renewable Energy Department of Energy Washington, DC 20585 202-586-4074 Fax: 202-586-1233 For inquiries about weatherization assistance Office of Building Technology, State and Community Programs Department of Energy Washington, DC 20585 202-586-1510 Fax: 202-586-5145 Office of Scientific and Technical Information Department of Energy PO Box 62 Oak Ridge, TN 37832 865-576-1188 865-576-8401 (document requests) Fax: 865-576-2865 www.osti.gov Department of Health and Human Services (HHS) www.dhhs.gov National Clearinghouse on Child Abuse and Neglect Information Department of Health and Human Services (HHS) 330 C St. SW Washington, DC 20447 703-385-7565 (8:30 a.m. - 5:30 p.m., M-F) Toll free outside DC: 1-800-394-3366 (8:30 a.m. - 5:30 p.m., M-F, automated system off-hours_) E-mail: nccanch@calib.com www.calib.com/nccanch Food and Drug Administration 5600 Fishers Lane, Room 1675 Rockville, MD 20857 Toll free: 1-888-463-6332 (10 a.m. - 4 p.m. ET) www.fda.gov Center for Food Safety and Applied Nutrition Information Line Food and Drug Administration Toll free: 1-888-SAFEFOOD (1-888-723-3366) [10:00 a.m.-4:00 p.m.] www.cfsan.fda.gov Center for Beneficiary Choices Centers for Medicare and Medicaid Services (CMS) Department of Health and Human Services (HHS) 7500 Security Boulevard Baltimore, MD 21244-1850 Toll free: 1-800-MEDICARE (24 hours a day, 7 days a week) TDD: 1-877-486-2048 www.medicare.gov Call 1-800-MEDICARE to get help with your questions about Medicare. You can order Medicare publications (english, spanish, audi-tape, braille), get detailed information about the Medicare managed care plans in your area, order Medicare health plan quality and customer satisfaction information, and listen to recorded questions and answers on topics such as Medicare health plan choices and health plan quality information. CMS runs the Medicare, Medicaid, Clinical Laboratories (under the CLIA program), and Children's Health Insurance programs, and works to make sure that the beneficiaries in these programs are able to get high 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 (1-800-447-8477) TTY toll free: 1-800-377-4950 Fax: 1-800-223-8164 (cover sheet required/10 page max.) E-mail: htips@os.dhhs.gov National Cancer Institute (NCI) Department of Health and Human Services (HHS) Toll free: 1-800-4-CANCER (422-6237) www.cancer.gov National Health Information Center Department of Health and Human Services (HHS) PO Box 1133 Washington, DC 20013-1133 301-565-4167 (Maryland) Toll free: 1-800-336-4797 Fax: 301-984-4256 E-mail: info@nhic.org www.healthfinder.gov A health information referral service which links consumers and health professionals who have health questions with organizations best able to provide answers. Also maintains http://www.health.gov/nhic/ National Institute of Mental Health National Institutes of Health Department of Health and Human Services 6001 Executive Boulevard Room 8184 Bethesda, MD 20892-9663 301-443-4513 TTY: 301-443-8431 Fax: 301-443-4279 E-mail: nimhinfo@nih.gov www.nimh.nih.gov Fax on Demand: 301-443-5158 (Mental Health Fax 4U) NIMH is the federal agency that conducts and supports research that seeks to understand, treat, and prevent mental illness. Trained information specialists are available 8: 30 a.m. to 5:00 p.m. EST, Monday thru Friday. Contact NIMH for information on the symptoms, diagnosis and treatment of mental disorders, clinical trials and research. A publications ordering system is available on the NIMH website. Some publications are available in Spanish. National Runaway Switchboard Department of Health and Human Services (HHS) 3080 N. Lincoln Ave. Chicago, IL 60657 773-880-9860 Toll free: 1-800-621-4000 1-800-621-0394 Fax: 773-929-5150 E-mail: info@nrscrisisline.org www.nrscrisisline.org Office of Civil Rights Department of Health and Human Services (HHS) 26 Federal Plaza New York, NY 10278 212-264-3313 Toll free: 1-800-368-1019 TTY: 212-264-2355 Fax: 212-264-3039 Office of Civil Rights Department of Health and Human Services (HHS) 200 Independence Ave. SW, Room 515F Mail Stop 506F Washington, DC 20201 202-619-0403 Toll free: 1-800-368-1019 Fax: 202-619-3818 E-mail: E-mail: execsec@os.dhhs.gov www.dhhs.gov/ocr Office of Child Support Enforcement Department of Health and Human Services (HHS) 370 L'Enfant Plaza, SW, 4th Floor East Washington, DC 20447 202-401-9373 Fax: 202-205-5927 www.acf.dhhs.gov/programs/cse/ President's Council on Physical Fitness and Sports Department of Health and Human Services (HHS) HHH Building, Room 738H 200 Independence Avenue, SW Washington, DC 20201 202-690-9000 Fax: 202-690-5211 www.fitness.gov Department of Housing and Urban Development Home Improvement Branch Department of Housing and Urban Development 451 Seventh St., SW, Room 9272 Washington, DC 20410 202-708-6396 Fax: 202-401-8951 www.hud.gov/homeimpr.html Home Mortgage Insurance Division Department of Housing and Urban Development 451 Seventh St., SW, Room 9272 Washington, DC 20410 202-708-2121 Inspector General's Fraud Hotline Department of Housing and Urban Development Office of Investigations 451 7th Street SW Washington, DC 20410-4500 202-708-4200 Toll free outside DC: 1-800-347-3735 TDD toll free: 1-800-304-9597 E-mail: hotline@hudoig.gov www.hud.gov/oig/oighot.html Office of Manufactured Housing Program Office of Deputy Assistant Secretary for Regulatory Affairs and Manufactured Housing Department of Housing and Urban Development 451 Seventh St., SW, Room 9152 Washington, DC 20410 202-708-6423 Toll free: 1-800-927-2891 Fax: 202-708-4213 E-mail: mhs@hud.gov www.hud.gov/offices/hsg/sfh/mhs/mhshome.cfm (Also visit www.hud.gov/offices/hsg/sfh/mps/mpshome.cfm) The Manufactured Housing Program is a consumer protection program that regulates the construction of certain factory-built housing units called "manufactured homes", formerly known as "mobile homes". HUD works with 37 states to respond to consumer complaints. The Minimum Property Standards (MPS) establish certain minimum standards for buildings constructed under HUD housing programs. This includes new single family homes, multi-family housing and health care type facilities. Office of Affordable Housing Programs Department of Housing and Urban Development 451 Seventh St., SW, Room 7164 Washington, DC 20410 202-708-2685 Office of Fair Housing and Equal Opportunity Department of Housing and Urban Development 451 Seventh St., SW Room 5100 Washington, DC 20410 202-708-4252 Toll free: 1-800-669-9777 (hotline complaints) Office of RESPA and Interstate Land Sales Office of the Deputy Assistant Secretary for Regulatory Affairs and Manufactured Housing 451 7th St., SW, Room 9146 Washington, DC 20410 202-708-0502 Toll free: 1-800-217-6970 (Home Buyer Assistance) E-mail: hsg-respa@hud.gov www.hud.gov/offices/hsg/sfh/res/respa_hm.cfm (Also visit : www.hud.gov/offices/hsg/sfh/ils/ilshome.cfm (Interstate Land Sales)) Handles complaints and provides information regarding real estate loan transactions and borrower rights under the Real Estate Settlement Procedures Act (RESPA). The Interstate Land Sales program protects consumers from fraud and abuse in the sale or lease of land. The Interstate Land Sales Full Disclosure Act requires land developers to register subdivisions of 100 or more non-exempt lots with HUD and to provide each purchaser with a disclosure document called a Property Report. The Property Report contains relevant information about the subdivision and must be delivered to each purchaser before the signing of the contract or agreement. Department of Justice + Americans with Diasabilities Act (ADA) Information Line Civil Rights Department of Justice PO Box 66738 Washington, DC 20035-6738 Toll free: 1-800-514-0301 TTY: 1-800-514-0383 www.usdoj.gov/crt/ada/adahom1.htm Antitrust Division Department of Justice 950 Pennsylvania Ave., NW, Room 3645 Washington, DC 20530 202-514-2401 Fax: 202-514-6543 E-mail: antitrust@usdoj.gov www.usdoj.gov/atr Civil Rights Division Department of Justice 950 Pennsylvania Ave., NW Washington, DC 20530 202-514-2151 Fax: 202-514-0293 www.usdoj.gov/crt Drug Enforcement Administration (DEA) Department of Justice Washington, DC 20537 202-307-1000 www.dea.gov Federal Bureau of Investigation (FBI) Department of Justice 935 Pennsylvania Ave., NW Washington, DC 20535 202-324-3000 Fax: 202-324-2020 www.fbi.gov Department of Labor Office of Disability Employment Policy Department of Labor 1331 F St., NW, Suite 300 Washington, DC 20004 202-376-6200 TDD: 202-376-6205 Fax: 202-376-6219 www.dol.gov/odep/ Employment Standards Administration Department of Labor Room S2321 200 Constitution Avenue, NW Washington, DC 20210 202-693-0200 202-693-0023 (public affairs office) www.dol.gov/esa/ Employment and Training Administration Office of Public Affairs Department of Labor 200 Constitution Ave., NW Room S4206 Washington, DC 20210 202-693-3900 Fax: 202-693-3839 www.doleta.gov Mine Safety and Health Administration Department of Labor Ballston Towers #3, 4015 Wilson Blvd. Arlington, VA 22203 703-235-1452 Toll free: 1-800-746-1554 (anonymous reporting of hazardous working conditions in mine area) www.msha.gov Occupational Safety and Health Administration (OSHA) Office of Information and Consumer Affairs Department of Labor 200 Constitution Ave., NW Washington, DC 20210 202-693-1999 Fax: 202-693-1634 www.osha.gov Office of Public Affairs Department of Labor 200 Constitution Ave., NW Washington, DC 20210 202-693-4650 (news media inquiries) www.dol.gov Pension and Welfare Benefits Administration Office of Program Services Department of Labor 200 Constitution Ave., NW Room N-5619 Washington, DC 20210 202-219-8776 Toll free: 1-800-998-7542 www.dol.gov/pwba/ Provides information and answers questions on private sector, employer-sponsored pension benefit and health benefit plans. Office of the Assistant Secretary Veteran's Employment and Training Service Department of Labor 200 Constitution Ave., NW Room S1316 Washington, DC 20210 202-693-4700 Fax: 202-693-4755 E-mail: berg-gordon@dol.gov www.dol.gov/vets/ Women's Bureau Department of Labor 200 Constitution Ave., NW Washington, DC 20210 202-693-6710 Toll free: 1-800-827-5335 (24 hours) Fax: 202-693-6725 www.dol.gov/wb/ The Women's Bureau covers work issues such as sexual harassment, pregnancy discrimination, and family and medical leave, and dependent care (child and/or elder care) policies. Department of State Overseas Citizens Services Department of State Washington, DC 20520 202-647-5225 (emergencies and non-emergencies, Mon.-Fri., 8:15 a.m.-10 p.m.) 202-647-4000 (after hours emergencies, Sundays, holidays call and ask for the duty officer) Fax: Fax: 202-647-2867 travel.state.gov For help with emergencies and non-emergencies affecting private Americans abroad. Office of Children's Issues (international child abduction & adoption of foreign children) 202-736-7000 Fax: 202-663-2674 National Passport Information Center Passport Services Department of State 1-900-225-5674 These calls are $1.05 a minute to speak with a Customer Service Representative and $.35 per minute for Toll free: 1-888-362-8668 (for credit card users) These calls require credit card payment for a flat fee of $4.95 per call. TDD: 1-900-225-7778, TDD Toll free: 1-888-498-3648 travel.state.gov For information on U.S. passports, including the status of pending applications, as well as the locations of the over 4,500 passport acceptance facilities. Visa Services Department of State Washington, DC 20520 202-663-1225 (8:30 a.m. - 5:00 p.m., EST M-F) Emergency after hours: 202-647-1512 Fax: 202-663-3897 E-mail: usvisa@state.gov travel.state.gov/visa_services.html For information on U.S. visas for foreigners. Department of the Interior Bureau of Indian Affairs Department of the Interior 1849 C St., NW Washington, DC 20240 202-208-3711 www.doi.gov/bureau-indian-affairs.html Bureau of Land Management Department of the Interior 1849 C St., NW Washington, DC 20240 202-452-5125 Fax: 202-452-5124 www.blm.gov Fish and Wildlife Service Department of the Interior 18th and C St.s, NW Washington, DC 20240 202-208-4131 www.fws.gov Geological Survey Department of the Interior 12201 Sunrise Valley Dr. Reston, VA 20192 703-648-4000 www.usgs.gov National Park Service Department of the Interior 1849 C St., NW Washington, DC 20240 202-208-4747 (public affairs office) Fax: 202-219-0190 www.nps.gov Department of the Treasury Bureau of Alcohol, Tobacco and Firearms Department of the Treasury 650 Massachusetts Ave., NW Washington, DC 20226 202-927-7777 Fax: 202-927-7862 www.atf.treas.gov/ Bureau of Engraving and Printing Office of External Relations Department of the Treasury 14th and C St.s, SW, Room 533 M Washington, DC 20228 202-874-3019 Fax: 202-874-3177 www.bep.treas.gov/ Office of the Commissioner Bureau of the Public Debt Department of the Treasury 999 E St., NW, Room 500 Washington, DC 20239 202-691-3502 www.publicdebt.treas.gov Customer Assistance Group Comptroller of the Currency Department of the Treasury 1301 McKinney St, Suite 3710 Houston, TX 77010 Toll free: 1-800-613-6743 www.occ.treas.gov United States Customs Service Department of the Treasury 1300 Pennsylvania Ave., NW Washington, DC 20229 202-354-1000 Fax: 202-927-1380 www.customs.gov/ Office of Legislative and Public Affairs Financial Management Service Department of the Treasury Liberty Center 401, 14th St., SW Room 555 Washington, DC 20227 202-874-6740 Fax: 202-874-7016 www.fms.treas.gov Internal Revenue Service (IRS) Department of the Treasury General Information: 1-800-829-1040 Automated Refund Information: 1-800-829-4477 Taxpayer Advocate Service: 1-877-777-4778 TDD: 1-800-829-4059 www.irs.gov IRS e-file: IRS e-file is fast, easy, and safe; more than 46 million Americans chose IRS e-file to file their 2001 tax returns. Information about filing from your home computer is available at www.irs.gov. IRS e-payment: IRS e-payment options offer secure, convenient payment of tax balances. Direct debits can be authorized on electronically filed returns. Credit card payments can be made through e-filing software, by phone, or via the Internet. For more information, go to www.irs.gov and www.eftps.gov. Refund Status: IRS has more options than ever for you to check the status of a federal income tax refund. Access the secure Web site www.irs.gov to find out if the IRS received your return and whether your refund was processed and sent to you. You can also call 1-800-829-4477 or 1-800-829-1040. Whichever method you choose, you'll need your social security number, filing status, and the refund amount. Employer Identification Numbers: Employer Identification Numbers (EIN) can be obtained by fax, mail, or phone. To get an EIN by fax or mail, download Form SS-4, Application for Employer ID Number, from www.irs.gov or order a copy from 1-800-829-3676. Complete the form and fax or mail it to the number or shown on the form for your state. To get an EIN by phone, call toll-free 1-866-816-2065 Monday through Friday between 7:30 a.m. and 5:30 p.m. local time. Frivolous Tax Arguments and Abusive Schemes: Don't fall victim to a frivolous tax argument or abusive scheme. Be on guard for tax scams and recognize that if something sounds too good to be true, it probably is. Office of Thrift Supervision Compliance Policy Department of the Treasury 1700 G St., NW Washington, DC 20552 Toll free: 1-800-842-6929 www.ots.treas.gov The Office of Thrift Supervision handles complaints about Federal savings and loans and Federal savings banks. Bureau of the Public Debt Marketing Office Department of the Treasury 999 E St. NW, Ste. 313 Washington, DC 20239 202-691-3535 Toll free: 1-800-4US-BOND (toll free recording of savings bond interest rates) www.treasurydirect.gov Customer Service Center United States Mint Department of the Treasury 10003 Derekwood Lane Lanham, MD 20706 1-800-872-6468 www.usmint.gov/ Department of Transportation (DOT) United States Coast Guard Navigation Center Department of Transportation (DOT) 7323 Telegraph Road Alexandria, VA 22315-3998 703-313-5900 Toll free: 1-800-368-5647 (Customer Information line) www.navcen.uscg.gov National Response Center United States Coast Guard Department of Transportation (DOT) 2100 Second St., SW, Room 2611 Washington, DC 20593 Toll free: 1-800-424-8802 Fax: 202-267-2165 www.nrc.uscg.mil NRC must be called immediately if there is environmental release of hazardous chemicals, biological, radiological or etiological agents or oil pollution; NRC provides the WMD hotline. Federal Aviation Administration (ASY- 300) Department of Transportation (DOT) Washington, DC 20591 Toll free: 1-800-255-1111 (Air safety hotline for general public and aviation community to report unsafe aviation practices.) Federal Aviation Administration Department of Transportation (DOT) 800 Independence Ave., SW Washington, DC 20591 202-366-4000 Toll free: 1-800-FAA-SURE (322-7873) (consumer hotline other than safety issues, see above, 8 am-4 pm, M-F) www.faa.gov Aviation Consumer Protection Division Department of Transportation (DOT) Washington, DC 20590 202-366-2220 www.dot.gov/airconsumer Airline Service Complaints. Office of Safety (RRS) Federal Railroad Administration Department of Transportation (DOT) Office address: 1120 Vermont Ave NW Washington, DC 20005 202-493-6300 Fax: 202-493-6309 Railway Safety Mailing Address: Federal Railroad Administration 400 Seventh Street, SW Mail Stop 25 Washington DC 20590 National Highway Traffic Safety Administration (NHTSA) Department of Transportation (DOT) 400 7th St., SW Room 5232 Washington, DC 20590 Toll free DOT Safety Hotline: 1-888-DASH 2 DOT (1-888-327-4236) www.nhtsa.dot.gov Auto Safety Hotline. NHTSA wants to hear from consumers regarding potential defects in their cars. NHTSA's hotline has information on safety recalls; crash test ratings; child safety seats; bicycles; air bags; and impaired driving prevention. Transportation Security Administration Department of Transportation (DOT) 400 7th St. SW Washington, DC 20590 Toll free: 1-866-289-9673 (For complaints about the baggage screening process at airports. Also to report items damaged in www.tsa.dot.gov Department of Veterans Affairs (VA) + Toll free: 1-800-827-1000 For information about VA medical care or benefits, write, call or visit your nearest VA facility. Consumer Affairs Service (075B) Department of Veterans Affairs (VA) 810 Vermont Ave., NW Washington, DC 20420 202-273-5760 For consumer information or general assistance. National Cemetery Administration (402B2) Department of Veterans Affairs (VA) 810 Vermont Ave., NW Washington, DC 20420 202-273-5221 Fax: 202-273-6698 For information about burials, headstones or markers, State cemetery grants program, and presidential memorial certificates. Veterans Benefits Administration (20S5) Department of Veterans Affairs (VA) 810 Vermont Ave., NW Washington, DC 20420 202-273-7588 (for publications only) Toll free: 1-800-827-1000 www.va.gov For information about benefits. Veterans Health Administration (10C3) Department of Veterans Affairs (VA) 810 Vermont Ave., NW Washington, DC 20420 1-877-222-8387 Fax: 202-273-9609 For information about medical care. Environmental Protection Agency (EPA) Energy Star(r) Program Environmental Protection Agency (EPA) 1200 Pennsylvania Ave. NW Room 6202J Washington, DC 20460 Toll free: 1-888-STAR-YES (1-888-782-7937) E-mail: info@energystar.gov www.energystar.gov The ENERGY STAR label is awarded to products for the home and office that are highly energy efficient. Buying appliances, consumer electronics, lighting, heating and cooling equipment and other products that carry this label helps protect the environment and saves money as well. Indoor Air Quality (IAQ) Information Clearinghouse (IAQ INFO) Environmental Protection Agency (EPA) PO Box 37133 Washington, DC 20013 703-356-4020 Toll free: 1-800-438-4318 E-mail: IAQINFO@aol.com www.epa.gov/iaq/iaqxline.html The IAQ is an easily accessible, central source of information on indoor air quality, created and supported by the U.S. Environmental Protection Agency. Inspector General's Fraud, Waste and Abuse Hotline Environmental Protection Agency (EPA) 1200 Pennsylvania Ave NW Mail Code 2410 Washington, DC 20460 202-260-3137 Fax: 202-260-0711 www.epa.gov/ EPA Headquarters Information Resources Center Environmental Protection Agency (EPA) Office location: 401 M St., SW, Room M2904 Washington, DC 20460 202-260-5922 (general information) Fax: 202-260-5153 E-mail: public-access@epamail.epa.gov Mailing address: 1200 Pennsylvania Avenue NW, Mailcode 3201 Washington DC 20460 This is the EPA headquarters library, which provides assistance in locating EPA and environmental information, including general interest, non-technical publications on a variety of environmental topics. National Pesticide Information Center Environmental Protection Agency (EPA) Oregon State University, 333 Weniger Hall Corvalis, OR 97331-6502 Toll free: 1-800-858-7378 (United States, Puerto Rico, Virgin Islands) Fax: 541-737-0761 E-mail: npic@ace.orst.edu ace.orst.edu/info/npic A service that provides objective, science-based information about a wide variety of pesticide-related subjects, including: pesticide products, recognition and management of pesticide poisonings, toxicology, environmental chemistry. Public Liaison Division Environmental Protection Agency (EPA) 401 M St., SW Washington, DC 20460 202-260-4454 Fax: 202-260-0130 or 202-401-8150 www.epa.gov Resource Conservation and Recovery Act Environmental Protection Agency (EPA) RCRA, Superfund and EPCRA Hotline Washington, DC 20460 703-412-9810 (DC metro area) Toll free outside DC: 1-800-424-9346 TDD toll free: 1-800-553-7672 Fax: 703-412-3333 E-mail: epahotline@bah.com www.epa.gov/epaoswer/hotline Safe Drinking Water Hotline Environmental Protection Agency (EPA) 401 M St., SW MC 4604 Washington, DC 20460 Toll free: 1-800-426-4791 Fax: 703-285-1101 E-mail: hotline-sdwa@epamail.epa.gov www.epa.gov/safewater Answers questions on the Safe Drinking Water Act, rules and regulations, and consumer questions. Toxic Substances Control Act Assistance Information Service Hotline (TSCA) Environmental Protection Agency (EPA) 401 M St., SW Washington, DC 20024 202-554-1404 TDD: 202-554-0551 Fax: 202-554-5603 E-mail: tsca-hotline@email.epa.gov Equal Employment Opportunity Commission Office of Communications and Legislative Affairs Equal Employment Opportunity Commission 1801 L St., NW Washington, DC 20507 202-663-4900 Toll free outside DC area: 1-800-669-4000 (file-a-charge information) TDD toll free outside DC area: 1-800-669-3302 (file-a-charge information) www.eeoc.gov Federal Communications Commission (FCC) Consumer & Governmental Affairs Bureau (CGB) Federal Communications Commission (FCC) 445 12th St. SW Washington, DC 20554 Toll free: 1-888-CALL-FCC (1-888-225-5322) Toll free: 1-888-TELL-FCC (1-888-835-5322) E-mail: fccinfo@fcc.gov www.fcc.gov Public inquiries, informal complaints, cable, radio, satellite, telephone, television and wireless Federal Deposit Insurance Corporation (FDIC) + Consumer Affairs Section Compliance and Consumer Affairs Division Federal Deposit Insurance Corporation (FDIC) 550 17th St., NW Washington, DC 20429 202-942-3100 Toll free: 1-877-275-3342 TDD: 1-800-925-4618 Fax: 202-942-3098 www.fdic.gov/consumers/questions/customer/index.html FDIC handles questions about deposit insurance coverage and complaints about FDIC-insured state banks which are not members of the Federal Reserve System. Federal Emergency Management Agency (FEMA) Federal Insurance Administration Federal Emergency Management Agency (FEMA) National Flood Insurance Program 500 C St., SW Washington, DC 20472 202-646-2780 Toll free: 1-888-CALL-FLOOD TDD: 1-800-427-5593 Fax: 202-646-2531 www.fema.gov U.S. Fire Administration National Emergency Training Center (NETC) Federal Emergency Management Agency (FEMA) 16825 South Seton Ave. Emmitsburg, MD 21727 301-447-1117 (Office of the Superintendent, National Fire Academy) 301-447-1286 (Office of the Superintendent, Emergency Management Institute) 1-800-238-3358 www.usfa.fema.gov Office of Inspector General Federal Emergency Management Agency (FEMA) Toll free: 1-800-323-8603 (Government Waste Hotline) www.fema.gov/ig/ Office of Public Affairs Federal Emergency Management Agency (FEMA) 500 C St. S.W. Washington, DC 20472 202-646-4600 Fax: 202-646-4086 E-mail: opa@fema.gov (general inquiries) www.fema.gov Response and Recovery Directorate Federal Emergency Management Agency (FEMA) 500 C St., SW, Room 705 Washington, DC 20472 202-566-1600 www.fema.gov/about/respond.shtm Disaster victims living in presidentially-declared major disaster area can find out if they are eligible to apply for disaster assistance by calling the toll free number. Federal Maritime Commission Office of Consumer Complaints 800 North Capitol St., NW Washington, DC 20573 202-523-5807 Fax: 202-275-0536 E-mail: complaints@fmc.gov www.fmc.gov Regulatory agency maintaining statutory authority over ocean carriers and certain other entities, operating in the waterborne foreign commerce of the United States. Our assistance is available to consumers engaged in disputes with transporting carriers as well as with cruise operators. Federal Reserve System Division of Consumer and Community Affairs Board of Governors of the Federal Reserve System 20th & C St.s, NW Washington, DC 20551 202-452-3693 (complaints only) 202-452-3204 (public affairs) TDD: 202-452-3544 www.federalreserve.gov The Board of Governors handles consumer complaints about state-chartered banks and trust companies which are members of the Federal Reserve System. Federal Trade Commission (FTC) + Consumer Response Center Federal Trade Commission (FTC) 600 Pennsylvania Ave., NW Washington, DC 20580 Toll free: 1-877-FTC-HELP (877-382-4357) TDD/TTY: 202-326-2502 www.ftc.gov The FTC works for the consumer to prevent fraudulent, deceptive and unfair business practices in the marketplace and to provide information to help consumers spot, stop, and avoid them. To file a complaint, or to get free information on any of 150 consumer topics, call toll-free, 1-877-FTC-HELP (1-877-382-4357), or use the complaint form at www.ftc.gov. The FTC enters Internet, telemarketing, and other fraud-related complaints into Consumer Sentinel, a secure, online database available to hundreds of civil and criminal law enforcement agencies in the U.S and abroad. General Services Administration + Business Service Centers General Services Administration Toll free: 1-888-633-4472 www.gsa.gov These centers provide practical information on contracting procedures for small businesses wishing to do business with GSA. Call 1-888-633-4472 for information on how to reach the center serving your area or access the GSA web site at www.gsa.gov/oed. Federal Consumer Information Center Federal Consumer Information Center (FCIC) General Services Administration Pueblo, CO 81009 719-948-4000 Toll free: 1-888-8PUEBLO (catalog orders only) www.pueblo.gsa.gov (access to the Catalog and full FCIC publishes the free Consumer Information Catalog, which lists more than 200 free and low-cost Federal booklets on a wide variety of consumer topics, and maintains a one-stop federal consumer information web site at www.pueblo.gsa.gov. For more information, see page (1). Federal Information Center (see page 2) General Services Administration Toll free: 1-800-688-9889 1-800-326-2996 Federal Information Relay Service (see page 114) General Services Administration Surplus Federal Property Sales General Services Administration GSA disposes of both personal property and real estate. GSA's Public Buildings Service sells most surplus government real estate. For information, you may call 1-800-472-1313 or access the GSA web site at : www.gsa.gov/pbs/pr/prhome.htm. GSA's Federal Supply Service manages the disposition of surplus Federal personal property. Such property may be (1) donated to public agencies or qualified nonprofit organizations, or (2) sold to the general public. For more information, you may access the Government Printing Office (GPO) Superintendent of Documents Government Printing Office (GPO) PO Box 371954 Pittsburgh, PA 15250 202-512-1800 Toll free outside DC: 1-866-512-1800 Fax: 202-512-2250 E-mail: orders@gpo.gov bookstore.gpo.gov The Government Printing Office (GPO) sells many Government publications and subscriptions of interest to consumers. GPO accepts orders by mail, telephone, fax, and e-mail, and operates 24 bookstores nationwide. For a free catalog of new and popular titles, which includes a list of the Government bookstores, write to: Free Catalog, P.O. Box 37000, Washington, DC 20013. To order publications and subscriptions, write to: Gov't Publications address in PA listed above. Immigration and Naturalization Service Immigration and Naturalization Service (INS) Department of Justice Toll free: 1-800-375-5283 (National Customer Service Center) TDD: 1-800-767-1833 www.ins.usdoj.gov National Archives and Records Administration National Archives and Records Administration at College Park 8601 Adelphi Road College Park, MD 20740-6001 301-713-6800 E-mail: inquire@nara.gov www.nara.gov NARA is an independent Federal agency that helps preserve our nation's history by overseeing the management of all Federal records. NARA's mission is to provide ready access to essential evidence that documents the rights of American citizens, the actions of Federal officials, and the national experience. National Council on Disability (NCD) 1331 F St., NW Suite 850 Washington, DC 20004 202-272-2004 TDD: 202-272-2074 Fax: 202-272-2022 E-mail: mquigley@ncd.gov www.ncd.gov The National Council on Disability is an independent federal agency making recommendations to the President and Congress on policies affecting 54 million Americans with disabilities. National Credit Union Administration 1775 Duke St. Alexandria, VA 22314-3428 703-518-6330 www.ncua.gov The National Credit Union Share Insurance Fund provides Federal insurance for nearly 10,300 credit unions. National Labor Relations Board Office of the Executive Secretary National Labor Relations Board 1099 14th St., NW, Room 11600 Washington, DC 20570 202-273-1940 Fax: 202-273-4270 www.nlrb.gov Nuclear Regulatory Commission (NRC) Office of Consumer Affairs Office of Public Affairs U.S. Nuclear Regulatory Commission (NRC) Washington, DC 20555 301-415-8200 Fax: 301-415-2234 E-mail: opa@nrc.gov www.nrc.gov The NRC regulates the commercial use of nuclear materials and nuclear power in the U.S. to protect public health and safety. Pension Benefit Guaranty Corporation Customer Service Division Pension Benefit Guaranty Corporation 1200 K St., NW Washington, DC 20005-4026 202-326-4100 Toll free: 1-800-400-PBGC TTY/TDD users, call the federal relay service toll-free at 1-800-877-8339 and ask to be connected to the appropriate number. Fax: 202-326-4156 E-mail: webmaster@pbgc.gov addresses comments or questions about the Web site www.pbgc.gov Personal Pension Inquiries should go to mypension@pbgc.gov There are a list of e-mails for the participants, plan administrators and others at the following url: http://www.pbgc.gov/contacts/allcontacts.htm Postal Rate Commission Office of the Consumer Advocate (OCA) Postal Rate Commission 1333 H St., NW Suite 300 Washington, DC 20268-0001 202-789-6839 TTY: (202) 789-6881 Fax: 202-789-6819 E-mail: prc-oca@prc.gov www.prc.gov The Commission holds hearings and makes recommendations to the Governors of the Postal Service on proposed changes in postal rates and mail classifications. The Office of the Consumer Advocate represents the interests of the general public in such cases. The Commission and the OCA are separate from the Postal Service and have no involvement in mail delivery or service Railroad Retirement Board 844 North Rush St. Chicago, IL 60611-2092 312-751-4500 Toll free: 1-800-808-0772 (Helpline) TDD/TTY: 312-751-4701 E-mail: help@rrb.gov www.rrb.gov The Railroad Retirement Board is an independent agency in the executive branch of the Federal Government. The Board's primary function is to administer comprehensive retirement-survivor and unemployment-sickness benefit programs for the nation's railroad workers and their families, under the Railroad Retirement and Railroad Unemployment Insurance Acts. Securities and Exchange Commission (SEC) + Office of Investor Education and Assistance Securities and Exchange Commission (SEC) 450 Fifth St., NW Washington, DC 20549-0213 202-942-7040 (information and complaints) Toll free: 1-800-SEC-0330 (to order publications) TDD: 202-628-9039 Fax: 202-942-9634 (information and complaints) www.sec.gov/complaint.shtml Small Business Administration (SBA) Toll free: 1-800-U-ASK-SBA (827-5722) (information) TDD: 704-344-6640 Fax: 202-481-6190 E-mail: answerdesk@sba.com www.sba.gov SBA offices are located in all 50 states, the District of Columbia, Puerto Rico, the U.S. Virgin Islands and Guam. For the office nearest you, look under "U.S. Government" in your telephone directory. Social Security Administration Office of Public Inquiries Social Security Administration Windsor Park Building 6401 Security Blvd. Baltimore, MD 21235 Toll free: 1-800-772-1213 www.ssa.gov The Social Security Administration provides retirement, survivors and disability benefits, as well as, administers Supplemental Security Income (SSI) payments. To report Social Security or SSI fraud, call toll free: 1-800-269-0271. Surface Transportation Board (STB) 1925 K St., NW Washington, DC 20423-0001 Complaints about railroad rates and services. Office of Congressional and Public Services Surface Transportation Board (STB) 1925 K St., NW Suite 840 Washington, DC 20423-0001 202-565-1592 Fax: 202-565-9016 Office of Press Services Surface Transportation Board (STB) 1925 K St., NW Washington, DC 20423-0001 202-565-1596 (press releases) Fax: 202-565-9016 Press Releases. U.S. Postal Service Office of Consumer Advocate U.S. Postal Service 475 L'Enfant Plaza SW Room 5801 Washington, DC 20260-2202 202-268-2284 Toll free: 1-800-ASK-USPS (1-800-275-8777) TTY: 1-877-877-7833 www.usps.gov In order to meet the real-time needs of consumers and better serve them, the Consumer Advocate's office provides three channels to gather feedback from its customers. Customers can: SPEAK to their local postmaster/management staff CALL 1-800-ASK-USPS (257-8777) VISIT www.usps.com U.S. Postal Inspection Service U.S. Postal Service 475 L'Enfant Plaza SW Washington, DC 20260 www.usps.gov/postalinspectors If you believe you have been the victim of a crime involving the U.S. mail or need assistance with postal-related problems of a law enforcement nature, you should contact your nearest Postal Inspection Service office. Addresses and telephone numbers can be found in the government pages of your telephone book or by visiting the Postal Inspection Service Web site. Better Business Bureaus Better Business Bureaus (BBBs) are nonprofit organizations supported primarily by local business 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; business, particularly whether or not there are unanswered or unsettled complaints or other marketplace problems; 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 services. Those bureaus that provide information via 1-900 telephone numbers charge $3.80 for the first 4 minutes, $.95 per minute thereafter, with a maximum charge of $9.50. Some numbers require a major credit card to access information and charge a flat fee of $3.80. Or you can contact the BBB online at www.bbb.org 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 www.bbbonline.org 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 children's advertising; provide reports on national soliciting charities; and help to settle disputes with automobile manufacturers through the BBB AUTO LINE program. Council Council of Better Business Bureaus, Inc. 4200 Wilson Blvd., Suite 800 Arlington, VA 22203 703-276-0100 Fax: 703-525-8277 Alabama PO Box 2307 Albertville, AL 35950 256-533-1640 PO Box 55268 Birmingham, AL 35255-5268 205-558-2222 Fax: 205-558-2239 2528 Spring Ave., SW Decatur, AL 35601 256-533-1640 118 Woodburn Road Dothan, AL 36305 334-794-0492 Fax: 334-794-0659 205 S. Seminary St., Suite 114 Florence, AL 35630 256-533-1640 Fax: 256-740-8219 300 Gault Ave., North Fort Payne, AL 35967 256-533-1640 P.O. Box 383 Huntsville, AL 35804 256-533-1640 107 Lincoln St. Huntsville, AL 35801 256-533-1640 100 North Royal St. Mobile, AL 36602 251-438-2737 Fax: 334-438-2828 500 Eastern Blvd., Ste. 128 Montgomery, AL 36117 334-262-5606 Fax: 334-273-5546 Alaska 2805 Bering St., Suite 5 Anchorage, AK 99503-3819 907-562-0704 Fax: 907-562-4061 Arizona 4428 North 12th St. Phoenix, AZ 85014-4585 602-264-1721 Fax: 602-263-0997 3620 North 1st Ave., Suite 136 Tucson, AZ 85719 520-888-5353 Toll free (S. AZ): 1-800-696-2827 Fax: 520-888-6262 Arkansas 1415 South University Little Rock, AR 72204-2605 501-664-7274 Toll free: 1-800-482-8448 Fax: 501-664-0024 California 1601 H St., Suite 101 Bakersfield, CA 93301-1311 661-322-2074 Fax: 661-322-8318 P.O. Box 970 Colton, CA 92324-0814 1-900-505-1000 (24 hrs., $.95 min. So. CA Only) 1-909- 835-6064 (outside CA, $3.75 Rpt./Comp.) Fax: 909-825-6246 17609 Ventura Blvd., Ste. LL03 Encino, CA 91316 818-836-5514 Fax: 818-386-5513 2519 West Shaw, #106 Fresno, CA 93711 559-222-8111 Fax: 559-228-6518 3727 West Sixth St., Suite 607 Los Angeles, CA 90020 1-900-505-1000 (24 hrs., $.95 min. So. CA Only) 213-251-9696 (outside CA, $3.75 Rpt./Comp.) Fax: 213-251-9986 510 Broadway, Ste. 200 Millbrae, CA 94030 (serving San Mateo) 650-552-9222 Fax: 650-652-1748 510 16th St., Suite 550 Oakland, CA 94612-1584 415-243-9999 or 510-238-1000 Fax: 510-238-1018 550 W. Orangethorpe Ave. Placentia, CA 92870 1-900-505-1000 (24 hrs., $.95 min. So. CA Only) 714-985-8922(Outside CA, $3.75 Rpt./Comp.) Fax: 714-985-8920 400 S St. Sacramento, CA 95814-6997 916-443-6843 Fax: 916-441-3356 5050 Murphy Canyon, Ste. 110 San Diego, CA 92123 858-496-2131 Fax: 858-496-2141 2100 Forest Ave., Suite 110 San Jose, CA 95128 408-278-7400 Fax: 408-278-7444 PO Box 129 Santa Barbara, CA 93102 805-963-8657 Fax: 805-962-8557 11 S. San Joaquin St., Ste. 803 Stockton, CA 95202-3202 209-948-4880 Fax: 209-465-6302 20280 S. Vermont, Suite 201 Torrance, CA 90502 310-771-1447 Fax: 310-771-1446 Colorado 25 North Wahsatch Colorado Springs, CO 80903 719-636-1155 Fax: 719-636-5078 1780 South Bellaire, Suite 700 Denver, CO 80222-4350 303-758-2100 Fax: 303-758-8321 1730 S. College Ave., Suite 303 Fort Collins, CO 80525 970-484-1348 Fax: 970-221-1239 119 West 6th St., Suite 203 Pueblo, CO 81003-3119 719-542-6464 Fax: 719-542-5229 Connecticut 821 North Main St. Ext. Wallingford, CT 06492-2420 203-269-2700 Fax: 203-269-3124 Delaware 1010 Concord Ave., Suite 101 Wilmington, DE 19802 302-594-9200 Fax: 302-594-1052 District of Columbia 1411 K St. NW, 10th Floor Washington, DC 20005-3404 202-393-8000 Fax: 202-393-1198 Florida 151 S. Wymore Rd., Suite 100 Altamonte Springs, FL 32714 407-621-3300 Fax: 407-786-2625 PO Box 7950 Clearwater, FL 33758-7950 727-535-5522 Fax: 727-539-6301 7820 Arlington Expy., #147 Jacksonville, FL 32211 904-721-2288 Fax: 904-721-7373 9050 Pines Blvd., Ste. 358 Pembroke Pines, FL 33024 954-431-4900 Fax: 954-431-7509 912 E. Gadsden St. PO Box 1511 Pensacola, FL 32591-1511 850-429-0002 Fax: 850-429-0006 1950 SE Port St. Lucie Blvd. Suite 211 Port St. Lucie, FL 34952-5579 561-878-2010 Fax: 561-335-9486 2924 N. Australian Ave. West Palm Beach, FL 33407 561-842-1918 (serves Miami and Ft. Lauderdale) Fax: 561-845-7234 Georgia PO Box 808 Albany, GA 31702-0808 229-883-0744 Fax: 229-438-8222 PO Box 161447 Atlanta, GA 30321 404-766-0875 Fax: 404-768-1085 PO Box 2085 Augusta, GA 30903-2085 706-722-1574 Fax: 706-724-0969 PO Box 2587 Columbus, GA 31902-2587 706-324-0712 Fax: 706-324-2181 277 Martin Luther King Jr. Boulevard, Suite 102 Macon, GA 31201-3495 478-742-7999 Fax: 478-742-8191 6606 Abercorn St., Suite 108-C Savannah, GA 31405-5817 912-354-7521 (24 hours) 912-354-7522 Fax: 912-354-5068 Hawaii 1132 Bishop St., Suite 1507 Honolulu, HI 96813-2822 808-536-6956 Fax: 808-523-2335 Idaho 4619 Emerald St., Suite A2 Boise, ID 83706 208-342-4649 Fax: 208-342-5116 1575 South Blvd. Idaho Falls, ID 83404-5926 208-523-9754 Fax: 208-524-6190 Illinois 330 N. Wabash Ave., Suite 2006 Chicago, IL 60611 312-832-0500 (CC#: $3.80/call)) 1-900-285-4222 ($.95/min) Fax: 312-832-9985 3024 West Lake Ave., Suite 200 Peoria, IL 61615-3770 309-688-3741 Fax: 309-681-7290 810 East State St., 3rd Floor Rockford, IL 61104-1001 815-963-2222 Fax: 815-963-0329 Indiana PO Box 405 Elkhart, IN 46515-0405 219-423-4433 Fax: 219-266-2026 1139 Washington Square Evansville, IN 47715 812-473-0202 Toll free in service area only: 1-800-359-0979 Fax: 812-473-3080 1203 Webster St. Fort Wayne, IN 46802-3493 219-423-4433 Toll free (NE IN): 1-800-552-4631 Fax: 219-423-3301 22 E. Washington St., Suite 200 Victoria Center Indianapolis, IN 46204-3584 317-488-2222 Fax: 317-488-2224 6111 Harrison St., Suite 101 (serving Gary) Merriville, IN 46410 219-980-1511 or 219-769-8053 Fax: 219-884-2123 207 Dixie Way North, Suite 130 South Bend, IN 46637-3360 219-277-9121 Toll free in service area only: 1-800-439-5313 Fax: 219-273-6666 Iowa 2435 Kimberly Rd., Suite 175N Bettendorf, IA 52722-4100 319-355-6344 Fax: 319-355-0306 505 5th Ave., Suite 950 Des Moines, IA 50309-2375 515-243-8137 Fax: 515-243-2227 505 6th St., Suite 300 Sioux City, IA 51101 712-252-4501 Fax: 712-252-0285 Kansas 501 SE Jefferson, Suite 24 Topeka, KS 66607-1190 785-232-0454 Fax: 785-232-9677 328 Laura Wichita, KS 67211 316-263-3146 Toll free in KS: 1-800-856-2417 Fax: 316-263-3063 Kentucky 1460 Newtown Pike Lexington, KY 40511 859-259-1008 Fax: 859-259-1639 844 South Fourth St. Louisville, KY 40203-2186 502-583-6546 Toll free in KY: 1-800-388-2222 Fax: 502-589-9940 Louisiana 5220C Rue Verdun Alexandria, LA 71303 318-473-4494 Fax: 318-473-8906 748 Main St. Baton Rouge, LA 70802 225-346-5222 Fax: 225-346-1029 5953 West Park Ave., Ste. 4005 Houma, LA 70364 504-868-3456 Toll free in LA: 1-800-259-9766 Fax: 504-876-7664 4007 W. Congress St., Suite B Lafayette, LA 70506 337-981-3497 Fax: 337-981-7559 PO Box 7314 Lake Charles, LA 70606-7314 337-478-6253 Fax: 337-474-8981 141 Desiard St., Suite 808 Monroe, LA 71201-7345 318-387-4600 Fax: 318-361-0461 1539 Jackson Ave., Suite 400 New Orleans, LA 70130-5843 504-581-6222 Fax: 504-524-9110 3612 Youree Dr. Shreveport, LA 71105-2122 318-868-5146 Fax: 318-861-6426 Maine 812 Stevens Ave. Portland, ME 041032648 207-878-2715 Fax: 207-797-5818 Maryland 2100 Huntingdon Ave. Baltimore, MD 21211-3215 410-347-3990 (CC# $3.80/call) 1-900-225-1222 ($.95/min.) Fax: 410-347-3936 Massachusetts 235 West Central St., Suite 1 Natick, MA 01760 508-652-4800 AC 802 Only: 1-800-422-2811 Fax: 508-652-4833 293 Bridge St., Suite 409 Springfield, MA 01103-1402 413-734-3114 Fax: 413-734-2006 PO Box 16555 Worcester, MA 01601-6555 508-755-2548 Fax: 508-754-4158 Michigan 40 Pearl, NW, Suite 354 Grand Rapids, MI 49503 616-774-8236 Toll free (W MI): 1-800-684-3222 Fax: 616-774-2014 30555 Southfield Rd., Ste. 200 Southfield, MI 48076-7751 248-644-9100 (serving Detroit) Fax: 248-644-5026 Minnesota 2706 Gannon Road St. Paul, MN 55116-2600 651-699-1111 Fax: 651-699-7665 Mississippi PO Box 12745 Jackson, MS 39236-2745 601-987-8282 Fax: 601-987-8285 Missouri 8080 Ward Parkway, Suite 200 Kansas City, MO 64114 816-421-7800 Fax: 816-472-5442 205 Park Central East, Ste. 509 Springfield, MO 65806-1326 417-862-4222 Fax: 417-869-5544 12 Sunnen Dr., Suite 121 St. Louis, MO 63143 314-645-3300 Fax: 314-645-2666 Nebraska 3633 O St., Suite 1 Lincoln, NE 68510-1670 402-436-2345 Fax: 402-476-8221 2237 North 91st Court Omaha, NE 68134-6022 402-391-7612 Fax: 402-391-7535 Nevada 2301 Palomino Lane Las Vegas, NV 89107 702-320-4500 Fax: 702-320-4560 PO Box 21269 Reno, NV 89515-1269 775-322-0657 Fax: 775-322-8163 New Hampshire 410 South Main St. Concord, NH 03301-3483 603-224-1991 Fax: 603-228-9035 New Jersey 400 Lanidex Plaza Parsippany, NJ 07054-2797 973-581-1616 Fax: 973-581-7022 1721 Route 37 East Toms River, NJ 08753-8239 732-270-5577 Fax: 732-270-8739 1700 Whitehorse-Hamilton Square, Suite D-5 Trenton, NJ 08690-3596 609-588-0808 Fax: 609-588-0546 New Mexico 2625 Pennsylvania NE, Ste. 2050 Albuquerque, NM 87110-3657 505-346-0110 Toll free in NM: 1-800-873-2224 Fax: 505-346-0696 308 North Locke Farmington, NM 87401-5855 505-326-6502 Fax: 505-327-7731 New York 741 Delaware, Suite 100 Buffalo, NY 14209-2201 716-881-5222 Fax: 716-883-5349 266 Main St. Farmingdale, NY 11735-2618 212-533-6200 (CC#: $3.80/min) 1-900-555-4222 ($.95 min.) Fax: 516-420-1095 257 Park Ave. South New York, NY 10010-7384 212-533-6200 (CC# $3.80/min) 1-900-555-4222 (.95/min) Fax: 212-477-4912 55 St. Paul St. Rochester, NY 14604 716-881-5222 1153 W. Fayette, Suite 300 Syracuse, NY 13204 716-881-5222 Fax: 716-883-534930 Glenn St. White Plains, NY 10603-3213 212-533-6200 1-900-555-4222 Fax: 914-428-6030 North Carolina One West Pack Sq., Ste 1601 Asheville, NC 28801-3408 828-253-2392 Fax: 828-252-5039 5200 Park Road, Suite 202 Charlotte, NC 28209 704-527-0012 Fax: 704-525-7624 106-A Bradfoot Ave. Fayetteville, NC 28305 910-436-1473 Fax: 910-486-6229 3608 West Friendly Ave. Greensboro, NC 27410-4895 336-852-4240 Fax: 336-852-7540 3125 Poplarwood Ct., Ste. 308 Raleigh, NC 27604-1080 919-872-9240 Fax: 919-954-0622 500 West 5th St., Suite 202 Winston-Salem, NC 27101-2728 336-725-8348 Toll free in NW NC: 1-800-777-8348 Fax: 336-777-3727 Ohio 222 West Market St. Akron, OH 44303 330-253-4590 Fax: 330-253-6249 PO Box 8017 Canton, OH 44711-8017 330-454-9401 Toll free: 1-800-362-0494 (in OH and WV) Fax: 330-456-8957 898 Walnut St. Cincinnati, OH 45202-2097 513-421-3015 Fax: 513-621-0907 2217 East 9th St., Suite 200 Cleveland, OH 44115-1299 216-241-7678 Fax: 216-861-6365 1335 Dublin Rd., Suite 30 A Columbus, OH 43215-1000 614-486-6336 Toll free: 1-800-759-2400 Fax: 614-486-6631 40 West Fourth St., Suite 1250 Dayton, OH 45402-1830 937-222-5825 Fax: 937-222-3338 PO Box 269 Lima, OH 45801 419-223-7010 Fax: 419-229-2029 3103 Executive Pkwy., Ste. 200 Toledo, OH 43606-1310 419-531-3116 Fax: 419-578-6001 PO Box 1495 Youngstown, OH 44503 330-394-0628 Fax: 330-744-7336 Oklahoma 17 South Dewey Ave. Oklahoma City, OK 73102-2400 405-239-6081 Fax: 405-235-5891 4530 S. Sheridan, Ste. 218 Tulsa, OK 74145 918-492-1266 Fax: 918-492-1276 Oregon 333 SW Fifth Ave., Suite 300 Portland, OR 97204 503-226-3981 Fax: 503-226-8200 Pennsylvania 528 North New St. Bethlehem, PA 18018-5789 610-866-8780 Fax: 610-868-8668 29 East King St., Suite 322 Lancaster, PA 17602-2852 717-291-1151 Fax: 717-291-3241 1608 Walnut St., Suite 402 Philadelphia, PA 19103-0297 215-985-9313 Fax: 215-893-9312 300 Sixth Ave., Ste. 100-UL Pittsburgh, PA 15222-2511 412-456-2700 Fax: 412-456-2739 The Connell Bldg. #407 129 North Washington Ave Scranton, PA 18503-2204 570-342-9129 Fax: 570-342-1282 Puerto Rico PO Box 363488 San Juan, PR 00936-3488 787-756-5400 Fax: 787-758-0095 Rhode Island 120 Lavan St. Warwick, RI 028881071 401-785-1212 Fax: 410-785-3061 South Carolina PO Box 8326 Columbia, SC 29202 803-254-2525 Fax: 803-779-3117 307-B Falls St. Greenville, SC 29601-2829 864-242-5052 Fax: 864-271-9802 1601 North Oak St., Suite 101 Myrtle Beach, SC 29577-1601 843-626-6881 Toll free in 843 AC only: 1-800-951-3569 Fax: 843-626-7455 Tennessee PO Box 1178 Blountville, TN 37617-1178 423-325-6616 Fax: 423-325-6621 1010 Market St., Suite 200 Chattanooga, TN 37402-2614 423-266-6144 Fax: 423-267-1924 PO Box 1456 Clarksville, TN 37041 931-503-2222 Fax: 931-503-2234 206 E. College St. Fayetteville, TN 37334 931-433-9501 Fax: 931-433-7424 PO Box 31377 Knoxville, TN 37930 865-692-1600 Fax: 865-692-1590 PO Box 17036 Memphis, TN 38120 901-759-1300 Fax: 901-757-2997 1231 NW Broad St. Murfreesboro, TN 37129 615-242-4222 Fax: 615-867-3905 PO Box 198436 Nashville, TN 37219-8436 615-250-4222 Fax: 615-250-4245 Texas 3300 South 14th St., Suite 307 Abilene, TX 79605-5052 915-691-1533 Fax: 915-691-0309 PO Box 1905 Amarillo, TX 79105-3905 806-379-6222 Fax: 806-379-8206 2101 South IH35, Suite 302 Austin, TX 78741-3854 512-445-2911 Fax: 512-445-2096 PO Box 2988 Beaumont, TX 77704-2988 409-835-5348 Fax: 409-838-6858 PO Box 3868 Bryan, TX 77805-3868 979-260-2222 Fax: 979-846-0276 4301 Ocean Dr. Corpus Christi, TX 78412 361-852-4949 Fax: 361-852-4990 1600 Pacific, Suite 2800 Dallas, TX 75201-3093 214-220-2000 ($9.50 complaint) Fax: 214-740-0321 221 N. Kansas, Suite 1101 El Paso, TX 79901 915-577-0191 Fax: 915-577-0209 1612 Summit Ave., Suite 260 Fort Worth, TX 76102-5978 817-332-7585 Fax: 817-882-0566 5225 Katy Freeway, Suite 500 Houston, TX 77007 713-868-9500 (English/Spanish) 713-862-4946 Fax: 713-341-6142 1125 Judson Road, Suite 114 Longview, TX 75601 903-758-3222 Fax: 903-758-3226 3333 66th St. Lubbock, TX 79413-5711 806-763-0459 Fax: 806-744-9748 PO Box 60206 Midland, TX 79706 915-563-1880 Toll free in TX: 1-800-582-4433 Fax: 915-561-9435 PO Box 3366 San Angelo, TX 76902-3366 915-949-2989 Fax: 915-949-3514 1800 NE Loop, 410, Suite 400 San Antonio, TX 78217-5296 210-828-9441 Fax: 210-828-3101 PO Box 6652 Tyler, TX 75711 903-581-5704 Fax: 903-534-8644 2210 Washington Ave. Waco, TX 76701-1019 254-755-7772 Fax: 254-755-7774 PO Box 69 Weslaco, TX 78599-0069 956-968-3678 Fax: 956-968-7638 4245 Kemp Blvd., Suite 900 Wichita Falls, TX 76308-2830 940-691-1172 Fax: 940-691-1175 Utah 5673 S. Redwood Rd., Suite 22 Taylorsville, UT 84123-5322 801-892-6009 Toll free: 1-800-456-3907 Fax: 801-892-6002 Virginia 586 Virginian Dr. Norfolk, VA 23505 757-531-1300 Fax: 757-531-1388 701 East Franklin, Suite 712 Richmond, VA 23219-2332 804-648-0016 Fax: 804-648-3115 31 West Campbell Ave. Roanoke, VA 24011-1301 540-342-3455 Fax: 540-345-2289 Washington 101 North Union, #105 Kennewick, WA 99336-3819 509-783-0892 Fax: 509-783-2893 PO Box 68926 Sea Tac, WA 98168-0926 206-431-2222 Fax: 206-431-2211 508 West 6th Ave., Suite 401 Spokane, WA 99204-2356 509-455-4200 Fax: 509-838-1079 West Virginia PO Box 2541 Charleston, WV 25329-9903 304-345-7502 Fax: 304-345-7511 Wisconsin PO Box 2190 Milwaukee, WI 53201 414-847-6000 Fax: 414-302-0355 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 organizations 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 education 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 informational or educational materials are offered, there may be a charge; contact the organization to find out. AARP Consumer Protection 601 E St. NW Washington, DC 20049 202-434-3410 Fax: 202-434-6470 www.aarp.org The Consumer Protection unit is charged by AARP to examine those consumer problems and issues that impact the financial security of people 50 years of age and older, and to help its members protect themselves from marketplace fraud and deception. To this end, Consumer Protection stays abreast of current and breaking consumer developments, and employs a variety of strategies to inform AARP members. Alliance Against Fraud in Telemarketing and Electronic Commerce (AAFTEC) National Consumers League 1701 K St., NW, Suite 1200 Washington, DC 20006 202-835-3323 Fax: 202-835-0747 e-mail: info@nclnet.org www.nclnet.org The alliance, coordinated by the National Consumers League, is a coalition of public interest groups, trade associations, labor unions, businesses, law enforcement agencies, educators, and consumer protection agencies. AAFTEC members promote efforts to educate the public about telemarketing and Internet fraud, and how consumers can shop safely by phone and online. American Council on Consumer Interests (ACCI) 61 Stanley Hall University of Missouri Columbia, MO 65211 573-882-3817 Fax: 573-884-6571 e-mail: acci@missouri.edu www.consumerinterests.org Serving the professional needs of consumer educators, researchers, and policymakers, ACCI publications and educational programs foster the production, synthesis, and dissemination of information in the consumer interest. American Council on Science and Health (ACSH) 1995 Broadway, 2nd Floor New York, NY 10023-5860 212-362-7044 Fax: 212-362-4919 e-mail: acsh@acsh.org www.acsh.org A nonprofit public education group, ACSH has the goal to provide consumers with up-to-date scientifically sound information on the relationship between human health and chemicals, foods, lifestyles, and the environment. Booklets and special reports on a variety of topics are available, as is a quarterly magazine, Priorities. Center for Science in the Public Interest (CSPI) 1875 Connecticut Ave., NW, Suite 300 Washington, DC 20009 202-332-9110 Fax: 202-265-4954 e-mail: cspi@cspinet.org www.cspinet.org A nonprofit, membership organization, CSPI conducts research, education, and advocacy on nutrition, health, food safety and related issues, and publishes the monthly Nutrition Action Healthletter as well as other consumer information materials. Center for the Study of Services 733 15th St., NW Washington, DC 20005 202-347-7283 Fax: 202-347-4000 www.checkbook.org Nonprofit organization publishes books and pamphlets to help consumers select doctors, hospitals, and health plans. Publishes pamphlets and offers services to help consumers get good prices on new cars. Publishes information and maintains an on-line database to help consumers shop for good prices and desired features in big-ticket products Ñ audio-video, major appliances, sporting goods, tires, home-office, etc. Coalition Against Insurance Fraud 1012 14th St., NW, Suite 200 Washington, DC 20005 202-393-7330 Fax: 202-393-7329 e-mail: lauren@insurancefraud.org www.InsuranceFraud.org The Coalition Against Insurance Fraud is a national alliance of consumer groups, government agencies, and insurance companies dedicated to combating all forms of insurance fraud through advocacy and public information. It conducts research, develops public education programs and publishes a consumer brochure, How to Avoid Becoming a Victim of Insurance Fraud, which is available upon request. It also refers consumers to appropriate agencies to report incidences of insurance fraud. Community Nutrition Institute (CNI) 41156 45th Ave. Wahkon, MN 56386 320-676-8753 Fax: 320-676-3066 e-mail: cni@unidial.com www.unidial.com/~cni An advocate for programs and services to enable consumers to enjoy a diet that is adequate, safe, and healthy. CNI also works to increase citizen participation in the state and Federal policy and administrative processes to achieve these goals. CNI publishes Nutrition Week, a newsletter covering nutrition and food safety issues, as well as related legislative and regulatory actions. Congress Watch 215 Pennsylvania Ave., SE Washington, DC 20003 202-546-4996 Fax: 202-547-7392 e-mail: congresswatch@citizen.org www.citizen.org An arm of Public Citizen, Congress Watch works for consumer-related legislation, regulation, and policies in such areas as health and safety, and campaign financing, and has publications available on the issues with which it deals. Consumer Action 717 Market St., Suite 310 San Francisco, CA 94103 415-777-9635 (consumer complaint hotline) 213-623-8327 (hotline) TTY: 415-777-9456 Fax: 415-777-5267 e-mail: info@consumer-action.org www.consumer-action.org Consumer Action assists consumers with marketplace problems. An education and advocacy organization specializing in credit, finance, and telecommunications issues, Consumer Action offers a multi-lingual consumer complaint hotline, free information on its surveys of banks and long-distance telephone companies, and consumer education materials in as many as eight languages. Community based organizations can receive these free publications in bulk. Consumer Alert 1001 Connecticut Ave., NW Suite 1128 Washington, DC 20036 202-467-5809 Fax: 202-467-5814 e-mail: info@consumeralert.org www.consumeralert.org Consumer AlertÕs mission is to inform the public about the consumer benefits of competitive enterprise and to expose the flawed economic, scientific and risk data that underlie certain public policies. Consumer Alert has an active program of consumers with information to help them make every day decisions. The constituent of Consumer Alert is the real consumer who pays the bills. Consumer Federation of America (CFA) 1424 16th St., NW, Suite 604 Washington, DC 20036 202-387-6121 Fax: 202-265-7989 www.consumerfed.org Comprised of more than 240 organizations representing a membership exceeding 50 million consumers, CFA is a consumer advocacy and education organization. Issues on which it currently represents consumer interests before Congress and Federal regulatory agencies include telephone service, insurance and financial services, product safety, indoor air pollution, health care, product liability, and utility rates. It develops and distributes studies of various consumer issues, as well as consumer guides in book and pamphlet form. In addition, CFA publishes several newsletters. Consumers for World Trade (CWT) 1001 Connecticut Ave., NW Suite 1110 Washington, DC 20036 202-293-2944 Fax: 202-293-0495 e-mail: cwt@cwt.org www.cwt.org A nonprofit organization, CWT supports trade expansion and liberalization to promote economic growth and increase consumer choice and price competition in the marketplace. Various publications are available. Families USA Foundation 1334 G St., NW, Suite 300 Washington, DC 20005-3169 202-628-3030 Fax: 202-347-2417 e-mail: info@familiesusa.org www.familiesusa.org A national, nonprofit membership organization committed to comprehensive reform of health and long-term care, Families USA works to educate and mobilize consumers on health care issues. In addition to its two grass roots advocacy networks Ñ asap!, a network of health and long-term care reform activists and HealthLink USA, a nationwide health reform computer network for public interest groups Ñ Families USA develops and distributes reports and other materials on health and long-term care issues. HALT: An Organization of Americans for Legal Reform 1612 K St., NW, Suite 510 Washington, DC 20006 202-887-8255 Toll free: 1-888-367-4258 Fax: 202-887-9699 e-mail: halt@halt.org www.halt.org HALTÕs mission is to enable Americans to handle their legal affairs affordably, equitably, and simply. HALT publishes a series of self-help legal manuals, operates a legal information clearinghouse, and advocates for legal reforms which will benefit consumers. Health Research Group (HRG) 1600 20th St., NW Washington, DC 20009 202-588-1000 www.citizen.org/hrg A division of Public Citizen, HRG works for protection against unsafe foods, drugs, medical devices, and workplaces, and advocates for greater consumer control over personal health decisions. A monthly Health Letter and a monthly letter on prescription drugs are available. Heritage for the Blind 2882 Nostrand Ave. Brooklyn, NY 11229 718-253-5015 Fax: 718-677-0395 www.cardonation.com Heritage for the Blind is a non-profit organization dedicated to servicing those who are blind and visually impaired. Since 1979, their mission has been to provide the tools necessary to help the blind and visually impaired independently explore and participate fully in society. They also publish a large-print directory of over 40 agencies that provide cassette tapes on hundreds of subjects to the disabled. Jump$tart Coalition for Personal Financial Literacy 919 18th St., NW, Suite 300 Washington, DC 20006 202-466-8610 Toll free: 1-888-45-EDUCATE Fax: 202-223-0321 e-mail: info@jumpstartcoalition.org www.jumpstart.org The CoalitionÕs direct objective is to encourage curriculum enrichment to ensure that basic personal financial management skills are attained during the K-12 educational experience. National Association of Consumer Agency Administrators (NACAA) 1010 Vermont Ave., NW Suite 514 Washington, DC 20005 202-347-7395 Fax: 202-347-2563 e-mail: nacaa@erols.com www.nacaanet.org An association of the administrators of local, state, and Federal Government consumer protection agencies, NACAA provides training programs, public policy studies and conferences, professional publications, and other member services. The National Association of Proactive Consumers (NAPC) PO Box 1948 Dover, DE 19903 Toll free: 1-800-726-0727 www.napc.net National Coalition for Consumer Education c/o National Consumers League 1701 K St., NW, Suite 1200 Washington, DC 20006 202-835-3323 Fax: 202-835-0747 www.nclnet.org NCCE is a coalition coordinated by the National Consumers League. It develops and provides educational materials and resources to consumer educators through a network of state coordinators. The coalition sponsors LifeSmarts, a game-show competition open to all teens in the Unites States who are in the 9th through 12th grade. National Community Reinvestment Coalition (NCRC) 733 15th St., NW, Suite 540 Washington, DC 20005 202-628-8866 Fax: 202-628-9800 e-mail: member@ncrc.org www.ncrc.org NCRC was founded in 1990 with the goal of ending discriminatory banking practices and increasing the flow of private capital and credit into underserved communities across the country. NCRC has over 600 members in every state and major city in America as well as in many smaller cities and rural areas. National Consumer Law Center (NCLC) 77 Summer St., 10th Floor Boston, MA 021110 617-523-8010 Fax: 617-523-7398 e-mail: consumerlaw@nclc.org www.consumerlaw.org NCLC is an advocacy and research organization focusing on the needs of low-income consumers. It represents the interests of consumers in court, before administrative agencies, and before legislatures. The Center also publishes Surviving Debt: A Guide for Consumers and the Consumer Credit and Sales Legal Practice Series consisting of thirteen desk reference manuals for attorneys. National Consumers League (NCL) 1701 K St., NW, Suite 1200 Washington, DC 20006 202-835-3323 Fax: 202-835-0747 e-mail: info@nclnet.org www.nclnet.org Founded in 1899, the mission of the NCL is to identify, protect, represent, and advance the economic and social interests of consumers and workers. The league is a nonprofit membership organization working for health, safety, and fairness in the marketplace and workplace. Current principal issue areas include consumer fraud, food and drug safety, fair labor standards, child labor, health care, the environment, financial services and telecommunications. The league develops and distributes consumer education materials and newsletters. National Fraud Information Center PO Box 65868 Washington, DC 20035 Toll free: 1-800-876-7060 (9 a.m. - 5 p.m. M-F, EST: TDD available) TDD/TTY: 202-835-0778 Fax: 202-835-0767 www.fraud.org NFIC/IFW assists consumers with recognizing and filing complaints about telemarketing and Internet fraud. A project of the National Consumers League, the hotline provides consumers with information to help them avoid becoming victims of fraud, and assistance in relaying consumersÕ reports about telemarketing and the Internet to the appropriate law enforcement agencies. Spanish-speaking counselors available. National Institute for Consumer Education (NICE) G12 Boone Halle Eastern Michigan University Ypsilanti, MI 48197 734-487-2292 Fax: 734-487-7153 e-mail: gwen.reichbach@emich.edu www.nice.emich.edu NICE is a consumer education resource and professional development center for K-12 classroom teachers, business, government, labor, and community educators. NICE conducts training programs, develops teaching guides and resource lists, and manages a national clearinghouse of consumer education materials, including videos, software programs, textbooks, and curriculum guides. Professional Consumer Advocates, Inc. PO Box 1948 Dover, DE 19903 302-672-7945 e-mail: advantage@pcasafety.net www.pcasafety.net A consulting practice assisting consumers with the review of debt collection, telemarketing, and automobile and insurance practices. Professional Consumer Advocates is a membership organization encouraging consumers to be proactive. Public Citizen, Inc. 1600 20th St., NW Washington, DC 20009 202-588-1000 Fax: 202-588-7799 e-mail: pcmail@citizen.org www.citizen.org A national, nonprofit membership organization representing consumer interests through lobbying, litigation, research, and publications, Public Citizen represents consumer interests in Congress, the courts, government agencies, and the media. Primary current areas of interest include product liability, health care delivery, safe medical devices and medications, open and ethical government, and safe and sustainable energy use. Self Help for Hard of Hearing People 7910 Woodmont Ave., Ste. 1200 Bethesda, MD 20814 301-657-2248 301-657-2249 Fax: 301-913-9413 e-mail: national@shhh.org www.shhh.org The largest international consumer organization devoted to serving the interests of consumers with hearing loss through self help, advocacy, and education. Founded in 1979, SHHH is a non-profit membership association with over 250 chapters throughout the U.S. Publications include information on: hearing aids, cochlear implants, assistive listening devices, Americans with Disabilities Act, employment, travel, lip-reading, education, parenting, medical research, psychological stress and telephone and television strategies. Holds annual conventions and publishes Hearing Loss: The Journal of Self Help for Hard of Hearing People. Society of Consumer Affairs Professionals International (SOCAP) 675 North Washington St., Suite 200 Alexandria, VA 22314 703-519-3700 Fax: 703-549-4886 e-mail: socap@socap.org www.socap.org An international professional organization, SOCAP provides training, conferences and publications to encourage and maintain the integrity of business in transactions with consumers; to encourage and promote effective communication and understanding among business, government and consumers; and to define and advance the consumer affairs profession. U.S. Public Interest Research Group (U.S. PIRG) 218 D St., SE Washington, DC 20003-1900 202-546-9707 Fax: 202-546-2461 e-mail: uspirg@pirg.org www.pirg.org U.S. PIRG is the national lobbying office for the state public interest research groups. The PIRGs are consumer environmental advocacy groups active in many states across the country. U.S. PIRG works on a variety of consumer and environmental protection issues, including bank fees, credit bureau abuses, clean air and clean water, right to know, campaign finance reform, and various other issues. U.S. PIRG does not handle individual consumer complaints directly but measures complaint levels to gauge the need for remedial legislation. United Seniors Health Cooperative (USHC) 409 3rd St., SW, Suite 200 Washington, DC 20024-3212 202-479-6973 Fax: 202-479-6660 e-mail: ushc@unitedseniorshealth.org www.unitedseniorshealth.org USHC is a nonprofit membership organization that provides consumer tested information to help seniors achieve good health, independence, and financial security. Publications include books on long-term care planning, managing health care finances, and choosing an HMO. Professionals working with low-income persons of all ages will find USHCÕs benefit screening software valuable for a quick, comprehensive determination of a personÕs eligibility for public benefits and assistance programs. Trade 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 publications and on their web sites. 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 Independent Colleges and Schools (ACICS) 750 1st St., NE, Suite 980 Washington, DC 20002 202-336-6780 Fax: 202-842-2593 e-mail: info@acics.org www.acics.org Association of accredited career schools training in business and business-related subjects. AFSA Education Foundation Susie Irvine, President & CEO 919 18th St., NW Washington, DC 20006 202-466-8611 e-mail: susie@afsamail.org www.afsaef.org The AFSA Education Foundation develops personal money management educational materials to help the public understand the credit process, seek help if credit problems occur, and realize the benefits of responsible money management. Alliance of Automobile Manufacturers 1401 H St., NW Suite 900 Washington, DC 20005 202-326-5500 Fax: 202-326-5567 www.autoalliance.org The Alliance of Automobile Manufacturers, Inc. represents the common interests of its members on a broad range of public policy issues. Through the Alliance, members are able to convey this commitment as well as the industryÕs accomplishments and its positions on issues to the public, the government, the media and other interested parties. AmericaÕs Community Bankers (ACB) 900 19th St., NW, Suite 400 Washington, DC 20006 202-857-3103 Fax: 202-296-8716 e-mail: info@acbankers.org www.acbankers.org ACB is the national trade association for 2,000 savings and community financial institutions and related business firms. ACB makes information developed by its members on consumer financial services, housing, finance, and community development available free of charge. American Apparel Manufacturers Association Joan McNeal, Director Member and Industry Relations 1601 North Kent St., Suite 1200 Arlington, VA 22209 703-524-1864 Toll free: 1-800-520-2262 Fax: 703-522-6741 e-mail: jmcneal@apparelandfootware.org www.apparelandfootware.org Membership: Manufacturers of clothing. American Arbitration Association Kersten Norlin Vice President, Corporate Communications 335 Madison Ave., 10th FL New York, NY 10017 Toll free: 1-800-778-7879 www.adr.org A nonprofit public service organization with 37 regional offices across the country. Provides consumer information on request. Check local telephone directory for listing. If there is no office in your area, write or call the office listed above. American Bankers Association 1120 Connecticut Ave., NW Washington, DC 20036 202-663-5000 Fax: 202-663-7578 www.aba.com The American Bankers Association is the largest banking trade association in the country. Its membership includes community, regional, and money center banks as well as savings associations, trust companies, and savings banks. It will provide consumer education materials on request. American Bar Association Jack Hanna, Director, Section on Dispute Resolution 740 15th St., NW Washington, DC 20005 202-662-1680 Fax: 202-662-1683 e-mail: dispute@abanet.org www.abanet.org/dispute Publishes a directory of state and local alternative dispute resolution programs. Provides consumer information on request. American Collectors Association Gary Rippentrop, CEO PO Box 39106 Minneapolis, MN 55439-0106 952-926-6547 Fax: 952-926-1624 www.collector.com Membership: Collection services handling overdue accounts for retail professional and commercial credit grantors. American Council of Life Insurers 101 Constitution Ave., Ste. 700 Washington, DC 20001-2133 202-624-2000 Toll free: 1-800-942-4242 (consumer helpline) Fax: 202-624-2319 www.acli.com Trade association of over 500 insurance companies that provide life insurance, pensions and annuities, long-term care, and disability income insurance. American Fence Association 2336 Wisteria Dr., Suite 230 Snelville, GA 30078 678-344-6314 Toll free: 1-800-822-4342 Fax: 678-344-6299 e-mail: afa@mindspring.com www.americanfenceassociation.com The AFA is a national trade association for the fence industry and has over 2000 members nationwide. Members are fence contractors, retailers, wholesalers, suppliers and manufacturers. American Health Care Association 1201 L St., NW Washington, DC 20005-4014 202-842-4444 Toll free: 1-800-321-0343 (purchase publications only) Fax: 202-842-3860 www.ahca.org Membership: State associations of long-term health care facilities. Also, associate business membership program for health related businesses. American Institute of Certified Public Accountants Lisa Snyder, Director, Professional Ethics Division Harborside Financial Center 201 Plaza III Jersey City, NJ 07311-3881 201-938-3175 Fax: 201-938-3367 e-mail: lsnyder@aicpa.org www.aicpa.org Membership: Professional organization of accountants certified by the states and territories. American Orthotic and Prosthetic Association Robert T. Van Hook, CAE, Executive Director 330 John Carlyle St. Alexandria, VA 22314 703-836-7116 Fax: 703-836-0838 www.opoffice.org The American Orthotic and Prosthetic Association is a national trade association committed to providing high quality, unprecendented business services and products to O&P professionals. Since our founding in 1917, we have worked diligently to establish ourselves as the voice for O&P businesses. AOPA membership consists of over 1800 O&P companies, suppliers, and affiliates who design, fabricate, fit and supervise the use of orthoses (orthopedic braces) and prostheses (artificial limbs). American Society of Travel Agents, Inc. Linda High, Director Consumer Affairs 1101 King St., Suite 200 Alexandria, VA 22314 703-739-8739 (consumer hotline) Fax: 703-684-8319 www.astanet.com Membership: Travel agents. American Textile Manufacturers Institute 1130 Connecticut Ave., NW Suite 1200 Washington, DC 20036 202-862-0500 www.atmi.org Membership: Textile plants which produce a variety of textile products, including fabrics for apparel, home furnishings and industrial fabrics. Better Hearing Institute (BHI) 515 King St., Suite 420 Alexandria, VA 22314 703-684-3391 Toll free: 1-800-EAR-WELL Voice/TDD: 1-888-HEAR-HELP Fax: 703-684-6048 e-mail: MAIL@betterhearing.org www.betterhearing.org A nonprofit educational organization, BHI informs persons with impaired hearing and the general public about hearing loss and available help through medicine, surgery, amplification, and other rehabilitation. Membership: professionals and others who help persons with impaired hearing. Blue Cross and Blue Shield Association Consumer Affairs 1310 G St., NW, 12th Floor Washington, DC 20005 202-626-4780 Fax: 202-626-4833 www.bluecross.com Membership: Local Blue Cross and Blue Shield plans in the United States, Canada and Jamaica. Boat Owners Association of The United States, BOAT/ U.S. Caroline Ajootian, Director Consumer Protection Bureau 880 South Pickett St. Alexandria, VA 22304-0730 703-823-9550 e-mail: consumerprotection@boatus.com www.boatus.com The Consumer Protection Bureau serves as a mediator in disputes between boat owners and the marine industry, BOAT/U.S. also works closely with the U.S. Coast Guard to monitor safety defect problems. Career College Association (CCA) 10 G St. NE, Suite 750 Washington, DC 20002 202-336-6700 e-mail: briann@career.org www.career.org Membership: Career-specific post secondary education institutions. Carpet and Rug Institute Stephen J. Phillips, Director Issue Communications 310 Holiday Ave., PO Box 2048 Dalton, GA 30720 706-278-3176 Toll free: 1-800-882-8846 Fax: 706-278-8835 e-mail: communications@carpet-rug.com www.carpet-rug.com Membership: Manufacturers of carpets, rugs, bath mats; suppliers of raw materials and services to the industry. Cemetery Consumer Service Council Robert Fells, Assistant Secretary PO Box 2028 Reston, VA 20195-0028 703-391-8407 Fax: 703-391-8416 Industry-sponsored dispute resolution program. Other consumer information about cemetery practices and rules available on request. Certified Financial Planner Board of Standards Janis McCubbrey, Manager, Consumer Relations Communication and Consumer Services 1700 Broadway, Suite 2100 Denver, CO 80290-2101 303-830-7500 Toll free: 1-888-237-6275 Fax: 303-860-7388 e-mail: mail@cfp-board.org www.CFP-Board.org Certified Financial Planner Board of Standards is a nonprofit regulatory organization that fosters professional standards in personal financial planning so that the public values, has access to, and benefits from competent financial planning. CFP Board regulates financial planners through trademark law by certifying individuals who meet its requirements to use the marks CFP ¨, CERTIFIED FINANCIAL PLANNER ª and CFP (with flame logo). CFP Board provides free educational materials and workplace seminars. Call 1-888-237-6275 or go to www.CFP.net. ChildrenÕs Advertising Review Unit (CARU) Council of Better Business Bureaus, Inc. 845 Third Ave. New York, NY 10022 212-705-0124 Fax: 212-308-4743 www.caru.org Handles consumer complaints about truth and accuracy of advertising directed to children under 12 years of age. Consumer Electronics Association (CEA) 2500 Wilson Blvd. Arlington, VA 22201-3834 703-907-7600 Fax: 703-907-7601 www.ce.org CEA, a sector of the Electronic Industries Alliance (EIA), represents more than 600 U.S. companies involved in the development, manufacturing and distribution of audio, video, mobile electronics, communications, information technology, multimedia and accessory products, as well as related services, that are sold through consumer channels. Combined, these companies account for more than $60 billion in annual sales. Credit Union National Association (CUNA) Eva Cry, Information Manager 5710 Mineral Point Road Madison, WI 53701 608-232-8256 Fax: 608-232-8240 E-mail: ecry@cuna.com www.cuna.org Serves more than 90% of credit unions through credit union leagues in all 50 states and the District of Columbia. Credit unions are cooperative non-profit financial institutions owned and controlled by members; they belong to credit union leagues, which belong to CUNA. Direct Marketing Association (DMA) Marsha Goldberger, Director of Ethic and Consumer Affairs 1111 19th St., NW, Suite 1100 Washington, DC 20036 202-955-5030 Fax: 202-955-0085 e-mail: consumer@the-dma.org www.the-dma.org Membership: Companies who market goods and services directly to consumers using direct mail, catalogs, telemarketing, magazine and newspaper ads, and broadcast on-line advertising. DMA also operates the following: ConsumerLine 1111 19th St., NW, Suite 1100 Washington, DC 20036 202-955-5030 Fax: 202-955-0085 e-mail: consumer@the-dma.org www.the-dma.org Handles complaints regarding both DMA members and non-members. Mail Preference Service PO Box 9008 Farmingdale, NY 11735-9008 202-861-2409 www.the-dma.org Handles written requests for name removal from most national advertising mailing lists. Sweepstakes Helpline 1111 19th St., NW Washington, DC 20036 202-861-2475 e-mail: sweepstakes@the-dma.org Handles complaints related specifically to sweepstakes advertising, including complaints from caregivers of older consumers. Telephone Preference Service PO Box 9014 Farmingdale, NY 11735-9014 212-768-7277 www.dmaconsumers.org Handles written requests for name and telephone number removal from most national telemarketing lists. Direct Selling Association (DSA) 1275 Pennsylvania Ave., NW Suite 800 Washington, DC 20004 202-347-8866 Fax: 202-347-0055 e-mail: info@dsa.org www.dsa.org Membership: Companies that manufacture and distribute consumer products person-to-person and through home-party plans using independent salespeople. All members comply with the DSA Code of Ethics which protects consumers of direct selling products as well as the sellers of the products and opportunities. Distance Education and Training Council Cindy Donahue, Meeting Coordinator 1601 18th St., NW Washington, DC 20009 202-234-5100 e-mail: detc@detc.org www.detc.org Membership: Home study (correspondence) schools. Financial Planning Association (FPA) Offices in Atlanta, Denver, and Washington 3801 E. Florida Ave., Ste. 708 Denver, CO 80210-2544 Toll free: 1-800-282-7526 Fax: 404-845-3660 e-mail: fpa@fpanet.org www.fpanet.org The Financial Planning Association (FPA) is the membership organization for the financial planning community. Its members are dedicated to supporting the financial planning process in order to help people achieve their goals and dreams. FPA believes that everyone needs objective advice to make smart financial decisions and that when seeking the advice of a financial planner, the planner should be a CFP licensee. Food Marketing Institute (FMI) 655 15th St., NW Suite 700 Washington, DC 20005 202-452-8444 www.fmi.org FMI conducts programs in research, education, industry relations and public affairs on behalf of its members, grocery retailers and wholesalers. Funeral Consumers Alliance (FCA) PO Box 10 Hinesburg, VT 05461 802-482-3437 Toll free: 1-800-765-0107 Fax: 802-482-5246 e-mail: info@funerals.org www.funerals.org Funeral Consumers Alliance is a nonprofit educational organization protecting a consumerÕs right to choose a dignified, meaningful, affordable funeral. In addition to informing the public about their available options and rights, FCA will assist in mediating complaints. There are more than 100 local affiliates around the country, many of which work for better legislation, do funeral price surveys, and counsel members and the general public. Hearing Industries Association Carole Rogin, President 515 King St., Suite 420 Alexandria, VA 22314 703-684-5744 Fax: 703-684-6048 e-mail: hiallears@aol.com www.hearing.org Membership: Companies engaged in the manufacture and/or sale of hearing aids, their components, parts, and related products and services. Household Goods Forwarders Association of America, Inc. Terry R. Head, President 2320 Mill Road, Suite 102 Alexandria, VA 22314 703-684-3780 Fax: 703-684-3784 e-mail: HHGFAA@AOL.com www.hhgfaa.org The Household Goods Forwarders Association of America, Inc. represents movers and forwarders who handle commercial, government and military shipments of household goods. Founded in 1962, now with members in over 150 countries worldwide, HHGFAA is dedicated to fostering an industry-wide commitment to the highest standards of international household goods moving services. Insurance Information Institute (III) Jeanne Salvatore, Vice President, Consumer Affairs Communications 110 William St. New York, NY 10038 212-346-5555 Toll free: 1-800-331-9146 e-mail: jeannes@iii.org www.iii.org The National Insurance Consumer Helpline is a resource for consumers with automobile, homeowners and life insurance questions. The Helpline is open Monday through Friday from 8 a.m. to 8 p.m., eastern time. Spanish-speaking operators also available. Monument Builders of North America Greg Patzer, Executive Vice President 3158 South River Rd., Ste. 224 Des Plaines, IL 60018 847-803-8800 Fax: 847-803-8823 www.monumentbuilders.org Membership: Cemetery monument retailers, manufacturers and wholesalers; bronze manufacturers and suppliers. Consumer brochures available on request. Mortgage Bankers Association of America Shirlene Datcher, Media Relations Coordinator Consumer Affairs 1919 Pennsylvania Ave., NW Washington, DC 20006 202-557-2700 www.mbaa.org Membership: Mortgage banking firms, commercial banks, life insurance companies, title companies, and savings and loan associations. National Advertising Division (NAD) Andrea C. Levine, Director A Division of the Council of Better Business Bureaus, Inc. 845 Third Ave., 17th Fl. New York, NY 10022 212-754-1320 Fax: 212-832-1296 Handles complaints about the truth and accuracy of national advertising. National Association of Funeral Directors PO Box 486 Elm Grove, WI 53122-9486 Toll free: 1-800-662-7666 Third party dispute resolution program for complaints regarding funeral homes. National Association of Home Builders William Young, Director Consumer Affairs/Public Liaison 1201 15th Street, NW Washington, DC 20005 202-822-0409 Toll free: 1-800-368-5242 (outside DC metro area) www.nahb.com Membership: Single and multi family home builders, commercial builders and others associated with the building industry. National Association of Insurance Commissioners (NAIC) David Wetmore, Director Federal and International Relations 444 N. Capitol St,, NW, #701 Washington, DC 20001 202-624-7790 Fax: 202-624-8579 www.naic.org NAIC is the organization of insurance regulators from the 50 states, the District of Columbia and the four U.S. territories. One of its primary functions is consumer protection. It produces a number of guides which are distributed to insurance departments and directly to consumers upon request. National Association of Personnel Services (NAPS) Diane Callis, President 3133 Mt. Vernon Ave. Alexandria, VA 22305 703-684-0180 Fax: 703-684-0071 www.napsweb.org Membership: Private employment agencies. National Association of Professional Insurance Agents Ted Besesparis, Vice President, Communications 400 North Washington St. Alexandria, VA 22314 703-836-9340 Fax: 703-836-4933 e-mail: tedbe@pianet.org www.PIANET.com Provides consumers practical advice on personal insurance buying through its national outreach program. National Association of Security Dealers Office of Dispute Resolution 125 Broad St., 36th Floor New York, NY 10004 212-858-4400 Fax: 212-858-4429 e-mail: ciletters@nasd.com www.nasdadr.com Third-party dispute resolution forum, including both arbitration and mediation solutions, for the resolution of monetary and business disputes between investors and securities firms. National Food Processors Association Brian Folkerts, Vice President of Government Affairs and Communications 1350 I St., NW, Suite 300 Washington, DC 20005 202-639-5900 Fax: 202-639-5932 e-mail: nfpa@nfpa-food.org www.nfpa-food.org Membership: Commercial packers of such food products as fruit, vegetables, meat, poultry, seafood, and canned, frozen, dehydrated, pickled and other preserved food items. National Futures Association (NFA) Larry Dyekman, Director of Communications and Education 200 West Madison St. Chicago, IL 60606-3447 312-781-1370 Toll free: 1-800-621-3570 (outside IL) Fax: 312-781-1467 www.nfa.futures.org Contact NFA regarding disputes with futures commission merchants, commodity trading advisors, commodity pool operators, introducing brokers, and associated individuals. National Home Equity Mortgage Association Jeff Zeltzer Executive Director 1301 Pennsylvania Ave., NW Suite 500 Washington, DC 20004 202-347-1210 Fax: 202-347-1171 e-mail: jzeltzer-de@nhema.org www.nhema.org Founded in 1974, NHEMA is committed to keeping consumers informed and able to take advantage of the benefits afforded by home equity mortgages. Today, NHEMA represents 350 member companies in all 50 states, employing tens of thousands of people and providing needed credit to millions of Americans. NHEMA has a free consumer website designed to help borrowers borrow smart and avoid problems: www.borrowsmart.com National Turkey Federation Sherrie Rosenblatt, Director Department of Public Relations 1225 New York Ave., Suite 400 Washington, DC 20005 202-898-0100 Fax: 202-898-0203 e-mail: info@turkeyfed.org www.eatturkey.com Membership: Turkey growers, hatcheries, breeders, processors, marketers, and allied industry firms and poultry distributors. North American Consumer Protection Investigators Michael A Kaiser, NACPI President, c/o Governers Office of Consumer Affairs 2 Martin Luther King Jr. Dr., Ste. 356 Atlanta, GA 30334 404-656-3006 Fax: 404-651-9018 NACPI provides training and support for consumer protection investigators in government agencies at all levels. NACPI does not investigate individual consumer complaints, but helps investigators share information of mutual concern. North American Securities Administrators Association, Inc. (NASAA) 10 G St., NE, Suite 710 Washington, DC 20002 202-737-0900 Fax: 202-783-3571 e-mail: info@nasaa.org www.nasaa.org NASAA is an international organization devoted to investor protection. Its membership consists of the 66 state, provincial and territorial securities administrators in the 50 states, the District of Columbia, Canada, Mexico and Puerto Rico. In the United States, NASAA is the voice of the 50 state securities agencies responsible for the grass-roots investor protection, investor education and efficient capital formation. Photo Marketing Association Craig Halverson Assistant Executive Director 3000 Picture Place Jackson, MI 49201 517-788-8100 Toll free: 1-800-762-9287 Fax: 517-788-8371 e-mail: chalverson@pmai.org www.pmai.org Membership: Retailers of photo equipment, film and supplies; firms developing and printing film. Soap and Detergent Association Nancy Bock, Director of Consumer Affairs 1500 K St., NW, Suite 300 Washington, DC 20005 202-347-2900 Fax: 202-347-4110 www.cleaning101.com The Soap and Detergent Association is the non-profit trade association representing over 100 North American manufacturers of household, industrial and institutional cleaning products; their ingredients; and finished packaging. SDA members produce more than 90% of the cleaning products marketed in the U.S. Free/low cost educational materials are available to consumers and educators on handwashing, asthma education, fabric care, hard surface cleaning and the safe, effective and responsible use of household cleaning products. Tire Association of North America 11921 Freedom Dr., Suite 550 Reston, VA 20190 703-736-8082 Toll free: 1-800-876-8372 www.tana.net Membership: Independent tire dealers and retreaders. Toy Industry Association, Inc. Marisa Gordon, Asst. Communications Director 1115 Broadway, Suite 400 New York, NY 10010 212-675-1141 Fax: 212-633-1429 www.toy-tia.org Membership: American toy manufacturers. United States Tour Operators Association (USTOA) Robert Whitley, President 275 Madison Ave., Suite 2014 New York, NY 10016 212-599-6599 Fax: 212-599-6744 e-mail: USTOA@aol.com Membership: Wholesale tour operators, common carriers, suppliers, and providers of travel services. U.S. Military Family Centers Family Centers, located on most military installations, provide information, life skills education, and support services to military members and their families. One of the primary functions of the Family Center is to like customers with appropriate services available in the local community or through state and federal assistance programs. In this role, the Family Center director 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" preceeding 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 http://mfrc.calib.com If you have questions concerning other services of MFRC, visit the web site or email them at mfrc@hq.odedodea.edu Navy Family Service Center HQ, FSC Support Captain Grace Sheehan NPC 660 FSC Branch 5720 Integrity Drive Millington, TN 38085-6000 901-874-4328 DSN: 882-4328 Fax: 901-874-2785 www.lifelines2000.org Air Force Family Matters Office HQ US Air Force, Force Sustainment Division Shontelle Rivers HQ F/DPDF 1040 Air Force Pentagon, Room 5C238 Washington, DC 20330-1040 703-695-0242 DSN: 225-0242 Fax: 703-695-7262 e-mail:shontelle.rivers@pentagon.af.mil www.afcrossroads.com Marine Corps Personnel Services Programs, Personnel & Family Readiness (MRT) Michael Schafer 3280 Russell Rd. Quantico, VA 22134-5103 703-784-9546 DSN: 278-9501 Fax: 703-784-9816 e-mail:mjschafer@manpower.usmc.mil www.usmc-mccs.org U.S. Coast Guard Work/Life Program Robert Skewer, Director Commandant, U.S. Coast Guard 2100 Second St. SW, Room 6320 Washington, DC 20593 202-267-6263 Fax: 202-267-4798 www.uscg.mil/css/worklife/default.html U.S. Army Community and Family Support Center Isaac Templeton, Director, Soldier and Family Support 4700 King Street Alexandria, VA 22302 703-681-7395 DSN: 761-5375 Fax: 703-681-7236 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 section. If your problem is not resolved at the local level, then write or call the regional office nearest 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 Exchange Service U.S. Headquarters Supervisor, Customer Relations P.O. Box 660202 Dallas, TX 75266-0202 214-312-3531 Fax: 214-312-2754 www.aafes.com Coast Guard Exchange System Corporate Headquarters Office of Exchange & Moral Loren A. Tschohl, Chief 870 Greenbrier Circle Greenbrier Tower II Suite 502 Chesapeake, VA 23320-2681 757-420-2480 Fax: 757-420-0286 e-mail:Ltschohl@CG-Exchange.com Central Region c/o CG North Coast Region Judy Kelly, Region Director CAPT Otto Graham Exchange 13920 West Parkway Drive Cleveland, OH 44135-4500 216-671-3267 Fax: 216-522-4098 e-mail:Jkelly@CG-Exchange.com Northeast Region Office c/o USCG TISCOM Karen Ondayko, Region Director 7323 Telegraph Road Alexandria, VA 22314 703-313-5433 Fax: 703-313-5434 e-mail:Kondayko@CG-Exchange.com Southeast Region Sandy A. Jones, Region Director 1301 Beach Drive SE St. Petersburg, FL 33701 727-502-9843 Fax: 727-502-9363 e-mail: Sjones@CG-Exchange.com Western Region USCG Integrated Support Command Lloyd Yatogo, Region Director 400 Sand Island Parkway Honolulu, HI 96819-4326 808-541-2469 Fax: 808-832-2605 e-mail:Lyatogo@CG-Exchange.com Defense Commissary Agency DeCA Headquarters Corporate Communications 1300 E. Avenue Fort Lee, VA 23801-1800 804-734-8134 Fax: 804-734-8248 www.commissaries.com DeCA Eastern Region Public Affairs Office 5151 Bonney Road, Suite 201 Virginia Beach, VA 23462-4314 757-284-3102 Fax: 757-284-3105 DeCA Midwest Region 300 AFCOMS Way, Bldg. 3030 Kelly Air Force Base, TX 78241-6132 210-925-2573 Fax: 210-925-2619 DeCA Western/Pacific Region Public Affairs Office, Bldg. 950 3401 Acacia Street, Suite 115 McClellan AFB, CA 95652-1002 916-569-4839 Fax: 916-569-4939 DeCA European Region Public Affairs Office Unit 3060 APO, AE 09094 011-49-631-3523-105 Fax: 011-49-361-3523-110 Marine Corps Exchange Service Personal & Family Readiness 3044 Catlin Avenue (MRX) Quantico VA 22134-5099 (703) 784-3809 Fax: (703) 784-5354 DSN: 278-3809 Cindy Whitman Lacy Head Of Retail Marine Corps Exchange 0630 Marine Corps Logistics Base 814 Radford Blvd Bldg 7500 Albany GA 31704-1128 (229) 888-6801 (229) 439-0324 DSN: 567-5189 Cw05 Terry Whitaker Head Of Retail Marine Corps Exchange 0190 Marine Corps Logistics Base Bldg 319 Barstow CA 92311-5018 (760) 256-8974 Fax (760) 256-7027 DSN: 282-6014 Ssgt Anthony Cisneros Head Of Retail Marine Corps Exchange 0260 Marine Corps Air Station Bldg. 408 Beaufort SC 29904-5003 (843) 228-7751 Fax (843) 228-7077 DSN: 335-7751 Lou Prince, Head Of Retail Marine Corps Exchange 0220 PSC Box 8009 Marine Corps Air Station Cherry Point NC 28533-0009 (252) 463-1699 DSN: 582-2549 Fax (252) 463-3565 Paran Wheeler, Head Of Retail Marine Corps Exchange 1110 Mwr Activitiy 1110 Marforlant 1251 Yalu Street Norfolk VA 23515-4693 (757) 423-1187 Ext 11 Fax (757) 423-5819 DSN: 565-1187 Cwo-3 Jesse Griffin Head Of Retail Marine Corps Exchange, HQ Battalion Henderson Hall Bldg. 26, 0110 P O Box 4009 Arlington VA 22214-5003 (703) 979-8420 Fax (703) 979-0972 DSN: 224-8420 Douglas Baer Head Of Retail/Business Ops Marine Corps Exchange 1450 Marine Corps Air Station Iwakuni PSC 561 Box 1866 FPO AP 96310-0029 011-81-6117-53-5641 Fax 011-81-827-21-7363 DSN: 253-4017 Cwo-2 Vincent Endresen Head Of Retail Marine Corps Exchange 0910 Marine Corps Base Hawaii Bldg 1404 Box 63073 Kaneohe Bay HI 96863-3073 (808) 254-7522 Fax (808) 254-6627 Linda Gulosh, Head Of Retail Marine Corps Exchange 0130 Marine Corps Base, Bldg 895 Camp Lejeune NC 28542-5003 (910) 451-2434 Or 35 Fax (910) 451-3355 DSN: 751-2434 Carlton Mencer, Head Of Retail Marine Corps Exchange 0160 Marine Corps Recruit Depot/ERR Bldg 202 P O Box 5100 Parris Island SC 29905-5003 (843) 525-3302 Ext. 7208/7307 Fax (843) 525-2872 DSN: 832-3301 Bob Mullen, Head Of Retail Marine Corps Exchange 0830 MCAS Miramar 45233 Antares Dr., Bldg. 2660 San Diego CA 92145 (858) 695-7217 Fax (858) 695-7217 Gary Walls, Head Of Retail Marine Corps Exchange 0140 Marine Corps Base Box 555020 Camp Pendleton CA 92055-5020 (760) 725-6305 Fax (760) 385-0446 DSN: 365-6305 Joe Allison, Head Of Retail Marine Corps Exchange 0120 Marine Corps Base Bldg 3500 P O Box 229 Quantico VA 22134-0229 (703) 640-8800 Fax (703) 640-6708 Vicki Bartlett, Head Of Retail Marine Corps Exchange 0170 MCRD San Diego 3800 Chosin Avenue San Diego CA 92140-5196 (619) 725-6263 Fax (619) 725-6205 Roland Griffin Director Business Ops/Retail Marine Corps Exchange 0150 MCAGCC, Box 788150 Twentynine Palms CA 92278-8150 (760) 830-6163 Ext. 206 Fax (760) 830-7239 DSN: 957-6163 Maggie Jones Head Of Business Operations Marine Corps Exchange 0270 Marine Corps Air Station Box 99115 Yuma AZ 85369-9115 (928) 269-2363 Fax (928) 344-1902 DSN: 951-2363 Kathy Bausch, Head Of Retail Navy Exchange Service Centers NEXCOM Headquarters 3280 Virginia Beach Blvd Virginia Beach, VA 23452-5724 800-NAV-EXCH NEX Mid-America District PO Box 33340 Naval Air Station Pensacola, FL 32508 850-458-3263 Fax: 850-456-4655 NEX Northeast District NETC Newport 1121 Meyercord Ave., 2nd Floor Newport, RI 02841 401-841-2984 401-841-2983 NEX Mid-Atlantic District National Naval Medical Center Building 12 8901 Wisconsin Avenue Bethesda, MD 20889-5604-5604 301-295-6332 NEX Tidewater District Naval Amphibious Base Little Creek 1240 Gator Blvd. Norfolk, VA 23521-2315 757-363-3282 757-464-3047 NEX Southeast District Navy Exchange Mayport 2292 Mayport Road, #50 Atlantic Beach, FL 32233 904-247-5731 904-241-1671 NEX Southern California District Navy Exchange West Coast Office 401 West 8th St., Bldg 3155 National City, CA 91950 619-237-5602 619-237-5609 NEX Northwest District Navy Exchange Everett 13904 45th Avenue NW Marysville, WA 98271-7853 425-304-4911 425-304-4999 NEX Hawaii District 1025 Quincy Avenue, Ste 1020 Pearl Harbor, HI 96860-4512 808-423-3201 808-422-7897 NEX Europe District PSC 810 Box 33 FPO AE 09619-0033 011-39-081-724-4220 011-39-081-724-4312 NEX Japan District PSC 473 Box 70 FPO AP 96349-0003 011-81-616-043-7400 011-81-468-27-1342 NEX Guam District U.S. Naval Forces Marianas PSC 455, Box 178, Bldg 258 FPO AP 96540-1000 671-339-6594 671-339-6597