2001 Consumer Action Handbook United States General Services Administration Federal Consumer Information Center The Federal Consumer Information Center (FCIC) wishes to extend special thanks to the National Association of Consumer Agency Administrators, the National Consumers League, and ConsumerWorld.org 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. Single copies of the current Consumer Action Handbook are available free by writing Handbook, Federal Consumer Information Center, Pueblo CO 81009 or by calling 1-800-688-9889. The Handbook can also be viewed and ordered on the FCIC web site: www.pueblo.gsa.gov. The 2001 Consumer Action Handbook will be current through summer 2002. To place your name on a mailing list to receive the 2002 Handbook, please call 1-800-688-9889. For information that is updated weekly, click on the Handbook at www.pueblo.gsa.gov. Reprinted September 2000 ____________________________________________________________ Contributors The Federal Consumer Information Center wishes to express its gratitude to the partners listed below who helped make possible the publication of the 2001 Consumer Action Handbook. Consumer Product Safety Commission The Honorable Ann Brown Chairman Department of Agriculture The Cooperative State Research, Education, and Extension Service Charles W. Laughlin Administrator Department of Defense The Honorable William S. Cohen Secretary Department of Justice The Honorable Janet Reno Attorney General Department of Veterans Affairs The Honorable Hershel W. Gober Secretary Federal Deposit Insurance Corporation The Honorable Donna Tanoue Chairman Federal Trade Commission The Honorable Robert Pitofsky Chairman General Services Administration The Honorable David J. Barram Administrator National Institute of Mental Health Steven E. Hyman, M.D. Director Securities and Exchange Commission The Honorable Arthur Levitt, Jr. Chairman AARP American Council of Life Insurers American Financial Services Association Education Foundation American Express AT&T Bell Atlantic Carfax Certified Financial Planners Board of Standards Chase Manhattan Bank Colgate-Palmolive Council of Better Business Bureaus, Inc. The Dannon Company Direct Marketing Association Experian Food Marketing Institute Ford Motor Company General Motors MasterCard MCI WorldCom Merck Medco MetLife Michelin National Futures Association National Home Equity Mortgage Association Society of Consumer Affairs Professionals in Business (SOCAP) Subaru United ValueStar Visa Warner Lambert Contents How to Use This Handbook 1 Part I Before You Buy 1 Car Repair, Buying, Leasing and Renting 4 Home 8 Investing Wisely 10 Utilities 10 Money and Credit 14 Loans 14 Credit Cards 16 Insurance 19 Health Care 20 Shopping from Home 21 Privacy 26 Identity Theft 27 Travel Tips 28 Services and Resources for Consumers with Disabilities 29 Part II After You Buy 30 How to Complain 30 Legal Help 32 Sample Complaint Letter 34 Part III Consumer Assistance Directory 35 Corporate Consumer Contacts 35 Car Manufacturers and Dispute Resolution Programs 66 State, County and City Government Consumer Protection Offices 70 State Banking Authorities 87 State Insurance Regulators 91 State Securities Administrators 95 State Utility Commissions 99 State Weights and Measures Offices 103 Selected Federal Agencies 107 Better Business Bureaus 117 National Consumer Organizations 125 Trade and Professional Associations 129 U.S. Military Consumer Services Programs 134 U.S. Military Commissary and Exchange Offices 134 How To Use This Handbook Part I - Before You Buy. This section contains general advice on steps to take when shopping for goods or services, warnings on what to watch out for, and specific information on how to shop for certain major items such as cars, credit and home improvements. Follow the suggestions and use the resources listed in this section when you're considering a purchase and want to make the best buy. Use the index beginning on page 137 to find information on specific topics. Part II - After You Buy. Turn to this section if you have a problem after making a purchase, including finding legal advice or getting help from the media. Follow the form of the sample complaint letter to present your complaint most effectively. Part III - Consumer Assistance Directory. Check here to find the most appropriate place(s) to file your complaint or ask a question. This section provides individual names, addresses, telephone numbers, TDD/TTY and fax numbers, e-mail addresses, and web sites for contacts in consumer organizations, corporations, trade associations, and government agencies at the city, county, state and Federal level. To save space, the web site addresses omit http:// and begin with www to indicate access through the World Wide Web. These sites have a "contact us" button or provide another way to send your message directly to the company or agency. We need your help to keep the Handbook up-to-date. Please report any changes to Handbook Update, Federal Consumer Information Center, 1800 F Street, NW, Rm. G-142, Washington, DC 20405, or e-mail catalog.pueblo@gsa.gov. Part I Before You Buy If you take the following steps and heed the warnings set out below, you have a good chance of avoiding problems and being happy about what you bought. * Decide in advance exactly what you want and what you can afford. * Research the product or service by using the following resources.(See Smart Shopping Online, page 25, for additional online research and shopping tips.) Federal Consumer Information Center (FCIC) Pueblo, CO 1-800-688-9889 TDD: 1-800-326-2996 www.pueblo.gsa.gov FCIC, part of the U.S. General Services Administration, is a one-stop source of print and electronic Federal consumer information. FCIC can help you find information about Federal Government agencies, services, and programs. It can also tell you which office to contact for help with problems. FCIC does not handle consumer complaints, but it does enable consumers to send complaints directly to companies and agencies through its web site. Click on the Consumer Action Handbook. The free Consumer Information Catalog lists more than 200 free or low-cost Federal booklets on topics such as careers and education, cars, child care, the environment, Federal benefits, financial planning, food and nutrition, health, housing, small business and more. For a free Catalog, order from the web site or send your name and address to Federal Consumer Information Center, Pueblo, CO 81009 or call 1-800-688-9889 TDD: 1-800-326-2996. Open 9 a.m. to 8 p.m. eastern time, M-F. Go to www.pueblo.gsa.gov to: * view and download free copies, or to order publications listed in the Catalog, * search for topics of interest, * link to other Federal agencies and consumer offices, * get a calendar of upcoming events and the latest consumer news, * find new publications and special resources that may not be available in print, and * use links to send complaints. Center for the Study of Services 733 15th Street, NW Washington, DC 20005 202-347-7283 Fax: 202-347-4000 www.checkbook.org This nonprofit organization publishes books and pamphlets to help consumers select a wide variety of goods and services, including doctors, hospitals and health plans; offers information and services to help consumers get good prices on new cars; and maintains an on-line database to help consumers shop for good prices and desired features in big-ticket products, such as electronics and major appliances. Consumers Union of U.S. (CU) 101 Truman Avenue Yonkers, NY 10703-1057 914-378-2000 Fax: 914-378-2900 www.consumerreports.org A nonprofit, independent organization, CU researches and tests consumer goods and services, publishing the results in its monthly magazine, Consumer Reports, as well as in other publications and media. Consumer World Web Site www.consumerworld.org Consumer World is a public service site, which has gathered over 1,700 of the most useful consumer resources on the Internet, and categorized them for easy access. Cooperative Extension Service The Cooperative State Research, Education, and Extension Service of the U.S. Department of Agriculture has been a source of information and assistance to consumers for decades. With an educator in nearly every U.S. 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, personal finance issues such as budgeting, borrowing, using credit wisely, saving for retirement and other goals, and more. To locate your county office, check the blue pages of your phone book or call your county government. Libraries You can find many of the publications mentioned in the Handbook 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 Library Service Program Stop: SLLD Washington, DC 20401 202-512-1119 Fax:202-512-1432 www.gpo.gov/su_docs/dpos/index.html The Federal Depository Library Program provides public access to government information at nearly 1,400 libraries nationwide. Ask friends and family for recommendations based on their experience. * Shop around. Compare prices and get more than one estimate. * Learn about existing warranties and compare them. To find out about warranties that may be required by law, call your state or local consumer protection office. * Check out a company's complaint record with your local consumer affairs office (page 70) and the Better Business Bureau (page 117). Knowing the number of complaints is not enough. Find out, if you can, the nature of the complaints filed. If you are making a large purchase, it is a good idea to take a look at the actual complaint files and see how the company responded. A certain number of complaints against a small company may be more significant than the same number against a larger one. * Make sure that the company has all appropriate state and local licenses and has complied with any other regulations. Occupational and professional licensing boards cover doctors, lawyers, and home improvement contractors, as well as other businesses. For more information, see page 70. * Read and understand any contract you are asked to sign. Make sure that all the blanks are filled in and that any verbal promises made by the salesperson are also in writing. * Extended warranties or service contracts offer a high margin of profit to the business. You need to decide whether the extra peace of mind you gain is worth the price. To find out more, contact the Federal Trade Commission (see page 114) or your state or local consumer office (see page 70). * Check out a seller's refund and return policy and get it in writing. * 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. For more information on credit card protection see page 16. * Check the index at the back of this Handbook for more specific information, and consult the Consumer Information Catalog (see page 1) for other brochures and pamphlets on selected consumer topics. 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. Save all contracts, sales receipts, canceled checks, owner's manuals and warranty documents. How to Complain * In some instances it will be best to contact the business that sold you the item or performed the service. In other cases, you may 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. Calmly and concisely describe the problem and what action you would like taken. * Keep a record of your efforts to resolve the problem. When you write to the company, describe the problem, what you have done so far to resolve it and what solution you want. (See page 34 for sample complaint letter.) For example, do you want your money back or the product repaired or exchanged? When you call, keep notes of whom you spoke with and what they said. * Allow time for the person you contacted to resolve your problem. Keep notes of the date, what was agreed on, and the next steps to be taken. Save copies of all letters to and from the company. Don't give up if you are not satisfied. There are third-party dispute resolution programs, trade associations, media programs, national consumer organizations, and legal assistance programs listed throughout this publication that may be able to assist you. Making A Complaint Use the sample consumer complaint letter on page 34 as a guide. If you use e-mail, make sure to send a copy of the e-mail to other relevant organizations. You can also use the links at www.pueblo.gsa.gov to send your complaints to companies, agencies, etc. Who To Contact and How To Find Them * Address letters, faxes or emails to the company consumer affairs department or to the president if there is no consumer affairs office. * Call the company's toll free number. Look for it on any documents you have received from the company, in a directory of toll-free telephone numbers available at your public library, by calling toll-free directory assistance at 1-800-555-1212 or by referring to the many corporate consumer contacts beginning on page 35. * Check the product label or warranty for the name and address of the manufacturer or parent company. * Because the name of the manufacturer or parent company is often different than the brand name, check the following books in the reference section of your local library for contact information: Standard & Poor's Register of Corporations, Directors and Executives; Standard Directory of Advertisers; Trade Names Dictionary; Brands and Their Companies; and the Dun & Bradstreet Directory. * Check the state agency (possibly the corporation commission or secretary of state's office) that provides addresses for companies incorporated in that state. What To Say * Include in a letter, fax, or email your name, address, home or work telephone numbers, and account number, if any. * Make your written or telephone complaint brief. Include the date and place you made the purchase, who performed the service, information about the product (such as the serial or model number, warranty terms), what went wrong, with whom you have tried to resolve the problem, and what you want done to correct the problem. * Be reasonable, not angry or threatening. Type your letter, if possible, or make sure that your handwriting is neat and easy to read. * Include copies, not originals, of all documents. What To Do Next * You might want to send your complaint letter with a return receipt requested. This will cost more, but it will give you proof that the letter was received and will tell you who signed for it. * Keep a copy of your complaint letter, and all letters to and from the company. * If you believe you have given the company enough time to resolve the problem, file a complaint with your state or local consumer protection office, the Better Business Bureau, or the regulatory agency that has jurisdiction over the business, e.g., banking, insurance and utilities commissions. Their addresses can be found starting on pages 87, 91 and 99 respectively. Include information about what you have done so far to try to resolve your complaint. If you think a law has been broken, contact your local or state consumer protection agency right away. Here are some sources of help with complaints. Media Programs Local newspapers and radio stations often have Action Lines or Hotline services. Many try to resolve all of the consumer complaints they receive. Others handle only the most serious cases or those that occur most frequently. To find these services, check with your local newspapers, radio and television stations, or local library. Call for Action, Inc. 5272 River Road, Suite 300 Bethesda, MD 20816 301-657-7490 Fax: 301-657-2914 www.callforaction.org TDD/TTY: 301-657-9462 Call for Action, Inc. is a thirty-five year old international nonprofit network of consumer hotlines, which operates in conjunction with broadcast partners to educate and assist consumers and small businesses 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 all other locations should use the network information above. WTAJ-TV Call For Action Altoona, PA 814-944-9336 WBZ-TV & Radio Call For Action Boston, MA 617-787-7070 WIVB-TV Call For Action Buffalo, NY 716-879-4900 WJW-TV Call For Action Cleveland, OH 216-578-0700 WJR Radio/WXYZ-TV Call For Action Detroit, MI 810-827-3362 WINK-TV Call For Action Fort Myers, FL 941-334-43570 KCTV-5 Call For Action Kansas City, MO 913-831-1919 WABC Radio Call For Action New York, NY 212-268-5626 KYW-TV & Newsradio Call For Action Philadelphia, PA 215-238-4500 KDKA Radio Call For Action Pittsburgh, PA 412-333-9370 KTVI-TV Call For Action St. Louis, MO 314-282-2222 KCBS Radio Call For Action San Francisco, CA 415-478-3300 WTVG-TV Call For Action Toledo, OH 419-534-3838 WTOP Newsradio Call For Action Washington, DC 301-652-4357 Legal Help Some sources of help listed in the Consumer Action Handbook will decline complaints from consumers who have already taken legal action. 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. Generally, you will not need a lawyer, and some states do not permit them. If you live in a state that allows lawyers and the party you are suing brings one, do not be intimidated. The court is informal, and 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. Enforcing a Decision If the party bringing the suit wins the case, the party who lost will often follow the court's decision without additional legal action. If losing parties will not obey the decision, the winning party 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. The winning party will get the money from the sale, up to the amount owed. Or, if the person who owes the money receives a salary, the court might order the employer to garnish or deduct money from each paycheck and give it to the winner of the lawsuit. 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. * Request educational material to prepare you for small claims court. * Observe a small claims court session before taking your own case to court. Dispute Resolution Many small claims courts have dispute resolution programs to help citizens resolve their disputes before trial. These programs (e.g., mediation and conciliation) often simplify the process. In mediation, both people involved in the small claims dispute meet, and with the assistance of a neutral, third party mediator, discuss the situation and create their own agreement. For additional information about dispute resolution, write to: American Bar Association Section on Dispute Resolution 740 15th Street, NW Washington, DC 20005 202-662-1680. Finding a Lawyer * Ask friends and family for a reference. * Check with the Lawyer Referral Service of your state, city or county bar association listed in the telephone directory. Free Legal Help You might also be able to receive some free assistance from a law school clinical program where students, supervised by attorneys, handle a variety of legal matters. Some of these programs are open to all. Some 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. If you cannot afford a lawyer, you may qualify for free legal help from a Legal Aid or Legal Services Corporation 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 be able to refer you to other local, state or national organizations that can provide help. Check the telephone directory to find the address and telephone number of the Legal Aid office nearest to you. For a directory of Legal Aid offices, 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 Web site: www.nlada.org Congress created the Legal Services Corporation (LSC) in 1974 to provide financial support for legal assistance in noncriminal proceedings to low income consumers. There are LSC offices in all 50 states, Puerto Rico, the Virgin Islands, Guam and Micronesia. To find the LSC office nearest you, check the telephone directory, or call the Federal Consumer Information Center at 1-800-688-9889, or call the LSC Public Affairs Office at 202-336-8800. You can also write to: LSC Public Affairs 750 1st Street, NE, 10th Floor, Washington, DC 20002 202-336-8800 Web site: www.lsc.gov Fax: 202-336-8959. Why These 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. The most recent "winners" were new and used car sales, auto repair, home improvement, retail sales, credit and lending, mail order, and auto leasing. Here are suggestions to help you avoid problems during these and other consumer transactions. For addresses, telephone numbers, and web sites of government offices and other organizations listed in this section, please consult Part III: Consumer Assistance Directory, page 35. Car Repair, Buying, Leasing and Renting Two web sites with general information on many of the topics below are www.Edmunds.com and www.lectlaw.com. Consumerworld.org has links to many online resources. Click on shopping. Car Repair * Choose a reliable repair shop recommended to you by family or 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. * When you take the car to the shop, describe the symptoms. Don't 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 or, if the problem can't be diagnosed on the spot, insist that the shop contact you for your authorization once the trouble has been found. * Don't sign a blank repair order. Make sure the repair order reflects what you want done before you sign it. * Is the repair covered under warranty? Follow the warranty instructions. * Ask the shop to keep the old parts for you. * Get all warranties in writing. * Some car manufacturers may be willing to repair certain problems without charge even though the warranty has expired. Contact the manufacturer's zone representative or the dealer's service department listed on page 66 for assistance. * 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 (page 70). Buying a Car: New or Used * Comparison shop. * Research options by reading Consumer Reports (www.consumerreports.org), Popular Mechanics (www.popularmechanics.com) and Motor Trend (www.motortrend.com) for performance, service, and safety ratings. Visit www.autoweb.com, www.autovantage.com, www.carpoint.com or www.autobytel.com to get quotes and purchase online. * Don't buy on impulse or because the salesperson is pressuring you to make a decision. * Read and understand every document you are asked to sign. Do not sign anything until you have made a final decision to buy. * Handle your car trade-in, purchase, and financing as three separate transactions to get the best deal on each. * Shop in advance for the best deal in financing at your credit union, bank or finance company. When you finance a car, the finance charge must be stated as an Annual Percentage Rate (APR). * Compare their Annual Percentage Rate and total finance charge with financing offered by the dealer. * Look at the total cost, not just the monthly payment. * Get a written price quote before you talk about your trade-in or dealer financing. * Don't take possession of the car until the financing paperwork is final. * Avoid high-profit, low-value extras sold by dealers, such as credit insurance, extended service contracts, auto club memberships, rustproofing and upholstery finishes. You do not have to purchase credit insurance in order to get a loan. See credit insurance, page 15. * Check the complaint records of car dealers with your state or local consumer protection agency or Better Business Bureau. * Read the "Buyers Guide" sticker required to be displayed in the window of the car. It gives information on warranties, if any are offered, and provides other information. * If the "warranty" box is checked off on the "Buyers Guide," ask for a copy and review it before you agree to buy the car. Buying a New Car * Evaluate your needs and financial situation. * Test drive several models before you make a final choice. * Find out the dealer's invoice price for the car and options. This is what the manufacturer charged the dealer for the car, not counting any rebates, allowances or other incentives that reduce the cost to the dealer. You can order this information for a small fee from consumer publications you can find at your local library. * Find out if the manufacturer is offering rebates that will lower the cost. * Get price quotes from several dealers. Find out if the amounts quoted are the prices before or after the rebates are deducted. * Inspect and test drive the vehicle you plan to buy. * 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. Examine dealer documents carefully to make sure you are buying, not leasing, the vehicle. Look for a balloon payment and "base mileage" disclosures that indicate a lease instead of a finance contract. Lemon Laws States with new car "lemon laws" allow the owner a refund or replacement when a new vehicle has a substantial problem that is not fixed within a reasonable number of attempts. Many specify a refund or replacement when a substantial problem is not fixed in four repair attempts or the car has been out of service for 30 days within the first 12,000 miles/12 months. If you believe that your car is a lemon: * contact your state or local consumer protection office (see page 70) for information on the laws in your state and the steps you must take to resolve the situation; * give the dealer a list of symptoms every time you bring it in for repairs; keep copies for your records; * get copies of the repair orders showing the reported problems, the repairs performed and the dates that the car was in the shop; and * contact the manufacturer, as well as the dealer, to report the problem (page 66). Some state laws require that you do so to give the manufacturer a chance to fix the problem. Your owner's manual will list an address for the manufacturer. Buying a Used Car * Find a car that the dealer covers with a warranty by checking the "Buyers Guide" posted on used cars. Select a car with at least a 30-day, 100% warranty where the dealer agrees to pay all repair costs for covered items. Avoid "As Is - No Warranty" cars. * Choose a safe car. Look for the current safety inspection sticker required by your state. Call the National Highway Traffic Safety Administration toll-free number (1-800-424-9393) to see if the manufacturer has recalled the car for safety defects. If it has been recalled, ask the dealer for proof that the defect has been repaired. * Check with your state motor vehicle department to research the car's title history. Make sure the car is not a "lemon buy-back," salvaged, or wrecked car. Get the written mileage disclosure statement required by federal law from any seller and make sure it matches the odometer reading on the car. Check the title to the car before you sign on the dotted line. * Look carefully at the car in full daylight. Take it for a test drive. Have the car inspected by YOUR mechanic, and pay for a diagnostic test. Ask the mechanic if the car would pass a safety inspection so that you can ask the dealer to make repairs before you buy the car. Check out the frequency of repair records for used cars in Consumer Reports magazine that you can find at the library. * Check prices at the library with the NADA Official Used Car Guide or used car pricing services. The Kelly Blue Book is on the web at www.kbb.com. * Some states have laws giving extra protection to used car buyers. Contact your state or local consumer protection office to find out what rights you might have. Buying from a Private Individual Consider buying a used car from someone you know. You can get a reliable car for a lower price from the original owner who knows the car's service and repair record. But private sellers generally have less responsibility than dealers for defects or other problems. * Check with your state's motor vehicle department on what paperwork you will need to register a vehicle. * Make sure the seller isn't a dealer posing as an individual. That might mean the dealer is trying to evade the law and might be an indicator of problems with the car. Look at the title and registration. Make sure the seller is the registered owner of the vehicle. * Ask the seller lots of detailed questions about the car. Car Leasing When you lease, you pay to drive someone else's vehicle. Although leasing can involve lower monthly payments than a loan, at lease end, you still have no ownership or equity in the car. The Consumer Leasing Act requires leasing companies to disclose standardized information to lease customers. In addition to the information disclosed on a standardized form, you should always ask for an itemization of the capitalized cost. Shop as if you're buying a car. Negotiate all the lease terms, including the price of the vehicle. Lowering the lease price will help reduce your monthly payments. Get all the terms in writing. Ask about standards for wear and use. Dings that you may regard as normal wear and tear may be billed as significant damage at the end of your lease. Ask the dealer to give you an example of the early termination charges, for example, if the car is totaled six months after the lease is signed. Expect to pay a substantial charge if you give the car up before the end of your lease. Most leases allow you to drive 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. Get every item of equipment listed on the lease. Otherwise, you could be charged for "missing" equipment at the end of the lease. Before you sign the deal, take a copy of the contract home and review it carefully away from any dealer pressure. Be alert for any charges that were not disclosed at the dealership, like conveyance, disposition, and preparation fees. Make sure you got credit for any trade-in. You do not have an automatic three-day right to cancel a lease after you sign it. 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 standardized definitions and are not equivalent to an APR. Auto Service 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? Common repairs for parts like brakes and clutches generally are not included in service contracts. Watch out for exclusions that deny coverage for any reason and other terms that could cost extra when repairs are made. Failure to keep up manufacturer's recommendations for routine maintenance can void the service contract. The contract may prohibit you from taking your car to an independent station for routine maintenance or performing the work yourself. Vehicle Repossessions When you borrow money to buy a car, you should know that: * The lender can repossess if you miss a payment or for any default (a violation of the contract). * The lender can repossess without advance notice. * After repossession, the lender might be able to accelerate, meaning the lender can require the borrower to pay off the entire balance of the loan in order for the borrower to get the vehicle back. * The lender can sell the vehicle at auction. * The lender might be able to sue the borrower for the deficiency if it sells the car for less than the borrower owes. This is true even in voluntary repossessions. * The lender cannot commit a "breach of the peace," for example, breaking into a home or physically threatening someone, in the course of a repossession. * 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 (see page 70). 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 (see page 70) for information or to report a complaint. * Collision Damage Waiver (CDW), in states that allow it, 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. Rental companies also may sell loss of use and liability insurance. Check with your insurance agent in advance, so you do not duplicate coverage you already have. * If you pay by credit card, some rental companies will place a hold or freeze on your account during the rental period. * Carefully inspect the vehicle and its tires before renting. * Check refueling policies and charges. Home Home Improvement Most home improvement loans are secured by a mortgage on your home. It's better not to finance expensive credit insurance (see page 15) or to consolidate other debts into this loan. Your home will be at risk for every extra dollar you borrow. If you don't make your payments, you could lose your home. * Plan ahead. Know what you want or need to have done before contacting a contractor. * Ask family and friends for recommendations. * 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. * Contact your local or state consumer agency and Better Business Bureau for information on contractors' licensing or registration requirements and complaint records. 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. * Get references and talk to people for whom the contractor has done similar work. * 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. 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. * You have cancellation rights (usually three business days) in home improvement contracts. Cancellation rights entitle you to get out of the contract without penalty, although you may be liable for any benefit received. You may be covered under both state and federal law. * Understand your payment options. Compare the cost of getting your own loan vs. contractor financing. * Try to limit your down payment. Find out if your state laws specify that only a certain percentage of the total cost may be made as a down payment. * 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. * 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. * Pay by credit card when you can. Under federal and state law, in most cases, you have the right to assert any claims or defenses you have against the seller of the goods or services against the credit card company. This generally means that if the goods or services are defective, you can refuse to pay the credit card company until the problem is corrected. * 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 him/her 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 vehicle; or - asks you to pay for the entire job up front. Home Financing When shopping for a mortgage to buy a house, educate yourself. * Read the real estate section of your local newspaper to find out the current interest rates. * Check the rates for 30-year mortgages, 15-year mortgages and adjustable rate mortgages. Ask the lending institution to explain the differences. * Know your lending institution. * Request information from the Federal Trade Commission (p. 114), the Federal Reserve Board (p. 114), and the Department of Housing and Urban Development (p. 110). * Visit the numerous web sites providing home buying information. Good gateways to these web sites are www.pueblo.gsa.gov and www.consumerworld.org. Click on housing and/or money. Home Equity Lending * Your first decision is whether you need a revolving line of credit or a one-time, closed end loan. A revolving line of credit enables the homeowner to choose when and how to borrow against the equity in the home. In a closed end loan, the homeowner receives a lump sum for a particular purpose, such as remodeling or tuition. * Although a home equity loan might allow you to take tax deductions you could not take with other types of loans, your home will be at risk if you cannot make the monthly payments. * When comparing home equity loan offers, ask: -What is the minimum monthly payment? -Is there a maximum? -What is the annual percentage rate? -If the interest rate is adjustable, how much can it increase at one time? -Is there a maximum rate? * Ask about annual fees or transaction fees. -How large a credit line is available for a revolving line of credit? -How long is the term of the closed end loan? -What are the initiation fees for a closed end loan? Home Equity Fraud Some companies offering home equity loans are only interested in how much money they can make. To avoid becoming a victim of home equity fraud: * Apply for a home equity loan through a bank first. Bank loans are likely to cost less than loans offered by finance companies. * Be especially careful if responding to home solicitations. Many home salespeople are very skilled at persuading you to buy things you don't need or want. * Read everything before you sign it. * Keep a copy of everything you sign. Reverse Mortgages * If you own your home, a reverse mortgage loan will pay you in monthly advances or through a line of credit. Reverse mortgages convert home equity into cash with no repayment required for as long as borrowers live in their homes. Because you're drawing on the value of your home, there will be less equity for you and your heirs in the future. * Because of the complex nature of reverse mortgages, you may wish to seek the advice of an attorney, financial advisor or accountant before taking out this type of loan. * Interest rates on this type of loan may be higher and are charged on a compound basis. Application fees, points and closing costs also may be higher than other types of loans. Interest rates are not deductible on your income taxes until you repay the loan in full. There can be dramatic differences between reverse mortgages, so shop around. For more information about home equity lending, fraud or reverse mortgages contact your state consumer protection office (see page 70), the HUD Housing Counseling Clearinghouse at 1-888-466-3487, the FTC (p.114), or the National Consumer Law Center (p. 127). Investing Wisely Commodity Futures Only commodity brokers registered with the U.S. Commodity Futures Trading Commission (CFTC) can sell exchange-traded futures contracts and options on futures to the public lawfully. The National Futures Association (NFA), a CFTC-designated self-regulatory organization, has a toll-free hotline at 1-800-676-4NFA (4632) to verify registration and disciplinary history (including customer complaints) of futures/options firms and salespersons. From outside the United States, call 312-781-1410. See page 107 for how to contact CFTC and page 133 for NFA. Securities Before making a securities investment in stocks, bonds or mutual funds, you should get written financial information such as a prospectus or annual report. Select a broker or investment adviser who understands your financial objectives. Interview two or three to compare experience, education and professional background. Call the National Association of Securities Dealers, Inc. (NASD) toll-free on 1-800-289-9999 to find out about the disciplinary history of the broker. Call your state securities regulator (see page 95) to see if the investment and the salesperson are registered in your state, and to obtain any disciplinary information. * Understand how the broker or investment adviser is paid. What fees will you pay to purchase, sell or maintain the account? * If you have a problem with your broker or your account, talk with the firm's manager. If you can't resolve the problem, contact the U.S. Securities and Exchange Commission (see page 115) or your state securities regulator (see page 95). * Read magazines like Money, Kiplinger's Personal Finance and Fortune for investment advice. * Visit the numerous web sites providing personal finance information. Good gateways to these web sites are www.pueblo.gsa.gov and www.consumerworld.org. Click on money. Day Trading Unlike longer term investments for college or retirement, day trading seeks profits based on short-term fluctuations in the prices of stocks. You gamble on whether the price of a stock will rise or fall. Unless you are extremely knowledgeable about stocks and how the stock market works, you should not engage in day trading. For more information, call the U.S. Securities and Exchange Commission (see page 115) or your state securities regulator (see page 95). Utilities Electricity Most consumers get their electric service from a local private or public utility company or from a cooperative. The electric utility industry is restructuring, however, and in several states consumers will be able to select an electric supplier. Ask your state utility commission (page 99) for information about your own state. Ask: * Has our state restructured the electric industry? * What protection do I have against slamming (unauthorized switching of providers)? * Do you have consumer information to help me decide which service to purchase? * Do you license sellers of electricity? * 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? If you have a choice in electric suppliers, ask: * How much will it cost? How long can I depend on this rate? * Who do I call if I have a problem with service? * What is your experience in providing reliable service? * Can I have a sample of a bill I might receive if I purchase electricity from your company? * What are the terms and conditions of service? * Do you have a local customer service office? * Do you have a privacy protection policy? Natural Gas Call your state utility commission (page 99) for a list of licensed suppliers. Ask companies: * Does your price include distribution and sales tax, and are there any other fees I will be charged that are not included in this price? * What are the terms and conditions of the agreement? * What information do I have to provide you to enroll me? Do you have a privacy policy? * Are there fees if I cancel my agreement before it is up? What are they? * What are the cancellation terms? * What is the length of the agreement, and what happens when it is over? * Do you have a local customer service office? 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 web site at www.epa.gov/safewater. Telephone Services Now you can choose your long-distance carrier as well as your local toll and/or local phone service if there is competition in your area. An increasing number of companies sell optional services such as voice mail, call waiting, caller ID, paging, and wireless service. The National Consumers League maintains a web page to help you understand all of the charges on your phone bills and help you recognize fraud: www.ncl.net.org/phonebill/index.html. Calling Plans and Other Services Think first about how you use the telephone. * Where do you call most often? * What time of day or day of the week? * Do you want to get messages and if so, do you need voice mail or will an answering machine do? * Is it worth the cost for extra services like call waiting and caller ID? * Do you need a wireless phone or pager? With these answers, you can compare services and prices. You may want a package deal from one company or services from different companies. * Find out how companies' services work, including whether there are minimum use, time-of-day or distance requirements, 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 and don't be pressured into an immediate decision. * Make sure you're comparing similar plans and features to determine the best rates. The Telecommunications Research and Action Center, a nonprofit group, offers information about residential and small business long-distance rates, and wireless service. Contact TRAC at P.O. Box 27279, Washington, DC 20005 or visit its web site at www.trac.org. Pre-paid Calling Cards Many drug and grocery stores sell pre-paid calling cards, and they are sold online, too. Before buying one, know the: * per-minute rate; * connection fee; * maintenance fee; and * expiration date. To avoid being slammed or crammed: * Read 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're taking a survey or pretend to be a government agency! * Warn family members and employees. Be sure that only those authorized talk to a company about telephone service. * Beware of "negative option notices." You'll 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. Fraudulent companies may switch your phone service or add new services to your bill as a result of your calling a pay-per-call service (see page 13). Resolving Slamming or Cramming Problems Under Federal Communications Commission rules, no telecommunications carrier can arrange to switch your service to its own without verifying that you agreed. 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 regarding those charges. Generally, consumers can't be held liable for services they never agreed to buy. If you've been crammed: * call the number that appears on the page where the charges are detailed; * tell your local phone company, which provides the billing service, that you are disputing the charges and that you plan to deduct them from your bill payment; and * if the service provider insists that the charges are valid, contact your local or state consumer protection agency (see page 70) or state public utilities department (see page 99). Your phone service cannot be shut off for refusal to pay for unauthorized services. For more information about FCC rules, call 1-888-225-5322 or go to its web site at www.fcc.gov and click on Consumer Info. Pay-Per Call Services You can get everything from recorded sports scores to live psychic readings by calling 900 numbers that provide information or entertainment services. These numbers are sometimes also used to conduct surveys or contests, or for charitable fundraising. The "information provider," the company or organization you're calling, sets its own price for the service, and usually bills you through your local telephone company. Consumer Rights The federal Telephone Disclosure and Dispute Resolution Act 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 it's a private company offering information about Federal programs and that the company is not endorsed, approved or authorized by the government; and * for services 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 preamble; and * a warning to kids under 18 that they need their parents' consent to stay on the line. Toll-Free Numbers and Pay-Per-Call Generally, 800, 888, or 877 numbers are toll-free. However, charges for pay-per-call services through 800, 888, and 877 numbers are allowed if you: * sign a written contract that describes the service and how much it will cost, or; * agree verbally providing 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 FCC and the FTC have rules concerning pay-per-call numbers. For contact information see pages 113 and 114. You have the right to dispute pay-per-call charges if: * you didn't make the call; * the amount you're billed is incorrect; * the services were misrepresented; * you are charged for calling a toll-free number without an agreement; or * a credit you're owed doesn't show up on the bill. 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 who you spoke to and what was said. * Follow up with a letter, keeping 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. You may have other rights according to state law. Check with your state or local consumer protection agency (see page 70) or state utilities department (see page 99). If the dispute concerns information services provided through a number that may not be covered by the pay-per-call rules, such as foreign phone numbers, find out if you have any protection under state law. You may have to work out a payment agreement with your long-distance company to avoid losing your service. 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. Foreign Phone Numbers Information and entertainment services can get around pay-per-call rules 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. Money and Credit Loans A number of Federal state and local agencies regulate banks and other financial institutions. Check the table of contents or the index for specific information about how to reach these offices by mail, fax, telephone, E-mail and through the Internet. For information about: mortgage loans see Home Financing (page 9); home improvement loans see Home Improvement (page 8); car loans see Buying A Car: New or Used (page 4). Payday Loans In a typical payday loan, a consumer would write a personal check for $115 to borrow $100 for two weeks (until payday). The annual percentage rate (APR) in this typical example is 390%. In 19 states payday loans are illegal. Avoid payday loans by: * asking for more time to pay a bill, * seeking a traditional small loan, or * using a cash advance on your credit card. For more information about payday loans, contact your state banking authority (p. 87), Consumer Federation of America (p. 126) or U.S. Public Interest Research Group (p. 128). Credit Insurance Creditors have an incentive to sell credit insurance because they are the primary beneficiaries. They make money from the sale of insurance and they make money when you pay the insurance premium as part of your loan. Four common abuses in selling credit insurance are: * involuntary or pressured sales, * overcharging, * incomplete coverage, and * post-claim ineligibility determination. For more information, contact the National Consumer Law Center (p. 127). Credit Access and Use Equal Rights The Equal Credit Opportunity Act guarantees you equal rights in dealing with anyone who regularly offers credit, including banks, finance companies, stores, credit card companies and credit unions. A creditor is someone to whom you owe money. 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 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 reliable 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 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 a lender to inform you of the cost to borrow, so that you can compare the cost and terms of credit offered by various lenders. Credit Cards Choosing a Credit Card Consider and compare all terms, including the following, before you select a card: * Annual Percentage Rate (APR) -the cost of credit as a yearly rate. * Free or Grace Period -allows you to avoid any finance charge by paying your balance in full before the due date. If there is no free period, you will pay a finance charge from the date of the transaction, even if you pay your entire balance when you receive your bill. * Fees and Charges -most issuers charge an annual fee; some also might charge a fee for a cash advance or if you fail to make a payment on time or go over your credit limit. * Credit Card Insurance - is unnecessary because it duplicates protections you already have under law in case your credit card is lost or stolen. (See page 16, Using a Credit Card.) If you pay bills in full each month, the size of the annual fee or other fees will be more important. If you carry a balance, the APR and the method used to figure your balance are key. * Get all terms and fees in writing, including whether a deposit is required. * Apply directly to the card issuer. Don't give money to a company that offers to get you a credit card for a fee. You may not get a card or your money back. * Beware of "credit cards" that only allow you to buy from their own catalogs. * Avoid companies that promise instant credit or guarantee you a credit card "even if you have bad credit history." No one can guarantee you credit in advance. * Be cautious of offers for secured credit cards. These cards usually require you to set aside money in a separate bank account in an amount equal to the line of credit on the card to guarantee that you will pay the credit card debt. Some of these offers advertise that secured cards can be used to repair a bad credit record, but no matter how well you handle this account, your payment history on your past debts still will be taken into consideration when you apply for credit, employment or housing. Using a Credit Card Protect your credit record. * Pay bills promptly to keep finance charges low and to protect your credit rating. * Keep track of your charges and don't exceed your credit limit. * Report any change of address prior to moving, so that you receive bills promptly. If your card is lost or stolen, you are not liable for any charges if you report the loss before the card is used. If the card is used before you report it missing, the most you will owe is $50. Credit Billing and Disputes The Fair Credit Billing Act applies to credit card and charge accounts and to overdraft checking. It can be used for: * 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. Using a Debit or Check Card Using an Automated Teller Machine (ATM) or debit card and a personal identification number (PIN), consumers can withdraw cash, make deposits, or transfer funds between accounts and pay for retail purchases. 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. Some ATMs charge a fee if you are not a member of their 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. Purchases made with a debit card are handled in one of two ways: you enter your personal identification number or you sign for the purchase. Ask for a debit card that must be used with a PIN to make it harder for thieves to use your lost or stolen cards or account numbers. Keep your PIN a secret. Don't write your PIN on the card or on a slip of paper kept with your card. Take your ATM receipt after completing a transaction. Reconcile ATM receipts with bank statements promptly. When you use a debit card for a point-of-sale purchase, these purchases will be shown on your periodic statement from your bank account. If there is an error on your account, contact the issuer of the card (for example, the oil company) at the address or phone number the company provided. When you use an electronic funds transfer, federal law does not give you the right to stop payment. You must resolve the problem with the seller. 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, which means you may not be covered for loss or misuse of the card. Protect Your Credit and Debit/Check Card Rights * 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 might 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. * To be sure your letter is received, and so you will have a record, you might wish to send it by certified mail, with a return receipt requested. 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 disputed and 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 or you do not owe the amount, 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. You may ask for copies of relevant documents. Debit/Check 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. * 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. * 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. Protect Your Credit Report The Fair Credit Reporting Act controls how your credit history is kept, used and shared among lenders. It is designed to promote accuracy and ensure the privacy of the information used in credit reports. The three major national credit bureaus have credit files on millions of consumers nationwide. Their toll-free numbers are: Equifax 1-800-685-1111 Experian 1-800-682-7654 TransUnion 1-800-916-8800 Anyone who takes action against you in response to a report supplied by a credit reporting agency (CRA) -such as denying your application for credit, insurance, or employment- must give you the name, address, and telephone number of the CRA that provided the report. * You have a right to know what is in your credit report, including medical information and, usually, the sources of the information. Make sure your report is accurate. * Get your report for free 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. * Request 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 up to $8 for a copy of your report. If you find inaccurate or incomplete information in your report: * contact both the CRA and the company that provided the information to the CRA. * tell the CRA in writing what information you believe is inaccurate. The information provider must investigate and report the results to the CRA. If the information is incorrect, it must notify all nationwide CRAs to also correct your file. * if the reinvestigation does not solve your dispute with the company, 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. Who Has Access to My Report? An employer or a prospective employer can only get your credit report if you give written consent. Creditors, employers, or insurers cannot get a report that includes medical information without your approval. Only people with a legitimate business need can get a copy of your report. Negative Information A CRA can report negative information for seven years, and bankruptcy information 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. When Your Debt is Out of Control - Credit Counseling Counseling services provide assistance to individuals having difficulty budgeting their money and/or meeting necessary monthly expenses. Many organizations, including credit unions, cooperative extension services, family service centers and religious organizations, offer free or low-cost credit counseling. The National Foundation for Consumer Credit (NFCC) has 1,400 members that provide money management techniques, debt payment plans and educational programs to help consumers learn to budget and use credit wisely. Many of its members are locally managed, nonprofit agencies operating 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 its web site at www.nfcc.org. Myvesta.org is the nation's first, nonprofit, Internet-based debt counseling service. It assists families and individuals with debt, credit, money and financial problems through its web site at www.myvesta.org, as well as through one-on-one counseling at 1-800-680-DEBT. 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. 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, or tell such people 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. 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 believe you do not 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. If you do owe the money or part of it, contact the creditor to arrange for payment. To file a complaint, contact your state or local consumer protection agency (see page 70) and the FTC (see page 114). Credit Repair Credit repair companies advertise that they can erase bad credit and create a new credit identity legally, all for a hefty fee. Don't believe it. No one can legally remove accurate and timely negative information from a credit report. No credit repair company can do anything you can't do for yourself for free. Only time, hard work, and a personal debt repayment plan will improve your credit report. Under the Credit Repair Organizations Act, credit repair companies cannot require you to pay until they have completed promised services. They must: * provide a copy of the "Consumer Credit File Rights Under State and Federal Law" before you sign a contract; * give you a written contract that spells out your rights and obligations; and * give you 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 mail or wire 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, and to obtain an Employer Identification Number from the Internal Revenue Service under false pretences. Your state may have a law strictly regulating credit repair companies. Contact your local consumer affairs office and state attorney general (see page 70), or the Federal Trade Commission (see page 114) if you have lost money to credit repair scams. The National Fraud Information Center accepts consumer complaints about telemarketing and Internet credit repair offers at 1-800-876-7060. Insurance When buying insurance of any kind - car, homeowners, renters, life, fire, flood - shop carefully. Check with your state's insurance department (page 91) to make sure the company is reputable and financially strong. See page 20 for health care coverage. * Make sure the insurance company is licensed and covered by the state's guaranty fund, which pays claims in case of default. * Find out how the insurer's creditworthiness is rated by agencies such as Standard & Poor's, A.M. Best Co. or Moody's Investors Services. Most public libraries have copies of these reports. * Make sure you receive a written policy within 60 days after you paid your first premium. This ensures that the agent forwarded the premium to the insurance company. For information, contact American Council of Life Insurers (page 129), Insurance Information Institute (page 132), Consumer Federation of America (page 126) and National Association of Insurance Commissioners (page 132). Visit these web sites: www.pueblo.gsa.gov, insure.com and consumerworld.org (click on money). To avoid fraud: * Be wary about buying insurance from door-to-door or telephone sales people. * Be wary if, after any kind of accident, a stranger contacts you to offer "quick cash" or to recommend a particular medical clinic, doctor or attorney. Report such contact to your police department. * Protect your insurance identification numbers as you would your credit card numbers. * 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 (800) TEL-NICB (835-6422). For more information, check out www. insurancefraud.org. Health Care Most consumers have health care coverage from their employer, others from government programs including Medicare, Medicaid, or the Veterans Administration. Even those who have insurance have to pay for some services such as prescription drugs or care from a specialist. Some people who are not insured have to pay for all of their own care. * Managed care plans are run by health maintenance organizations (HMOs) or preferred provider organizations (PPOs). Ask your state insurance department (page 91) for information to help compare plans and know how to complain. * Medicare beneficiaries can choose a Medicare HMO. The Health Care Financing Administration (HCFA) offers Medicare Compare, an online computer database at www.medicare.gov. You can use this service to compare HMO benefits in your area. For other information about Medicare, call 1-800 MEDICARE. * For information about nursing homes and other elder care services in your state, call the ElderCare Locator (page 109). * If you do not have insurance, look in your phone book under Medicaid, Social Services, Medical Assistance, Human Services, or Community Service. Or call 1-800-633-4227 to find the right office in your state. Choosing a Doctor If you are part of a managed care plan, you will be given a list of providers from which to choose. You can also "go outside of the plan," but you may have to pay a portion or all of the costs. * Talk to friends and associates for recommendations. * State medical and other professional societies often provide lists of providers who have been licensed or certified in your state. Check with your state or local occupational and professional licensing board (page 70) about licensing of doctors, dentists, and other providers. It can also provide information about how to complain. Choosing a Managed Care Plan If you have a choice among plans, ask: * Do I have the right to go to any doctor, hospital or clinic I choose? * Does the plan cover home care or nursing home care? * Can I go to any pharmacy? * What is the deductible? Are there any co-payments? * Are specialists, including dentists, covered? * Does the plan cover all medications my physician may prescribe? * What do I do if I want to complain about the service or a doctor? Is private arbitration mandatory? The National Committee for Quality Assurance (NCQA) evaluates and accredits HMOs. It looks at quality, whether the HMO provides appropriate care, the credentials of doctors and other providers, member rights and responsibilities, preventive care services, and medical record keeping. * To check if your HMO has received NCQA accreditation, call 1-888-275-7585. To find out what plans have been accredited in your state and to get a report card on your plan, go to the NCQA web site at www.ncqa.org. Another organization, the Joint Commission on Accreditation of Healthcare Organizations accredits hospitals, nursing homes, and other health care organizations. * File complaints online at www.jcaho.org or call 1-800-994-6610 for information. Information sources For information to complement, not replace, what you receive from your physician, pharmacist, or other professional, here are some helpful web sites: www.pueblo.gsa.gov, www.healthfinder.gov, www.ama-assn.org,www.nejm.org, www.mayohealth.org, www.intelihealth.com and www.ihealthcoalition.org. You can also get information from the U.S. Department of Health and Human Services (page 109) or your state health department. Shopping from Home You can order all kinds of products and services from companies in other states, or even in other countries, from the comfort of your own home. But use caution and know your consumer rights when you do business long-distance. Consumer Rights When you order something by mail, phone, fax or computer, the Federal Trade Commission Mail or Telephone Order Merchandise Trade Regulation Rule 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 (or credit your account if you charged the purchase) if the new shipping date cannot be met, unless you agree to another delay. 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. Exceptions The rule only applies to the first shipment of magazine subscriptions and other merchandise that comes repeatedly. And it does not apply to orders for services (for example, photo finishing), sales of seeds and growing plants, collect-on-delivery (C.O.D.) orders, and transactions that are covered by the FTC Negative Option Rule, such as book and music clubs. Additional Protections There may also be laws or regulations in your state that apply to orders by mail, telephone, fax or computer. To find out, contact your state or local consumer protection agency. Telemarketing The FTC's Telemarketing Sales Rule 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; * provide 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.; * threaten, intimidate or harass consumers, or call again if you ask them not to; or * request advance payment to help repair your credit record, recover money you lost to other telemarketers, or help you get credit or loans. 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 FTC 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); * to solicitations you received by fax or computer for goods or services; or * to certain types of businesses, including nonprofit organizations, investment brokers and advisors, banks, and financial institutions Additional Protections Under the Telephone Consumer Protection Act, Federal Communications Commission rules limit telemarketing calls to between 8 a.m. and 9 p.m. and require telemarketers to maintain "Do Not Call" lists of consumers who have asked not to be called again. FCC rules also prohibit: * automatic dialing machines and prerecorded voice message devices from calling emergency phone lines, guest or patient rooms in a hospital, nursing home or similar establishment, paging or cellular phone numbers or any service for which the person called will be charged for the call; * prerecorded voice message devices from calling residential phone lines unless it's an emergency or the person being called has agreed in advance; * unsolicited advertisements from being sent by fax to either a residence or a business; and * prerecorded calls using automatic dialing machines from tying up your phone line for more than 5 seconds (or 25 seconds depending on your local telephone exchange) after you hang up. These FCC rules apply no matter whether the calls are made within a state or between states. Some states have registration and other requirements for telemarketers who solicit their residents. Check with your state or local consumer protection agency (see page 70). Youth Peddling Selling themselves as programs to help youth, for-profit companies are scamming consumers who believe they are giving money to legitimate charities. The enterprises recruit young people to sell price-inflated goods because consumers tend to show good will toward young salespersons and anti-drug and youth empowerment programs. (See page 24, charities.) * If you are solicited by youth selling items like candy and magazine subscriptions door-to-door, ask for identification verifying the name, address and purpose. * If the representative can't provide the information, ask them to leave. Report suspicious people to your local police department and or contact your state labor department (child labor division). * If you are satisfied with the information provided, don't feel pressured to make a purchase or contribution. Cancellation Rights * State and federal laws may give you the right to cancel purchases made in your home of $25.00 or more. * The salesperson must tell you about your right to cancel the sale and give you two dated copies of a cancellation form showing the salesperson's name and address and explaining your right to cancel. * To cancel, sign and date one of the cancellation notices provided to you. Send the notice by certified mail 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 a notice of cancellation form at the time of the sale, your three days don't start running until after you receive such notice 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 any trade-ins given as down payment. * Once you have canceled, the seller must pick up the product within 20 days. If the seller does not pick up the product or provide a refund, you can keep the product until the seller complies, without any payment obligation. * 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. No Cancellation If.... * You may not cancel the sale if you signed any documents waiving your right to cancel. * You may not be able to cancel the sale if you wait too long before you cancel. * You may not be able to cancel the sale if the product can't be returned in substantially the same condition in which you received it. Tips for Shopping Smart and Avoiding Fraud The most common problems you might encounter when shopping on the phone, online or by mail order are delayed delivery, out of stock items, incorrect items shipped, damaged items received and price changes. To avoid these problems: * Know who you are dealing with. If the company isn't familiar to you, check it out with your local or state consumer protection agency (see page70) and the Better Business Bureau (see page 117). * Keep records. Write down the company name, mailing address, web site, or e-mail address, phone number, description of what you ordered, date, amount you paid, how you paid (check, money order, charge, etc.) and how you delivered your payment (mail, courier service, provided credit card number on phone or online, etc.). * Note the delivery period. Keep any advertisements or materials that show a specific delivery time, or write the delivery time in your records if one was promised. * Keep track of your order. If it's late, it is your choice whether to wait longer or cancel. 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. * When you use a credit card to pay for products or services, you have a right to dispute the charges if the items were not delivered or were misrepresented. See page 18. * Never send cash - you won't have any proof of payment. * Don't act immediately. High pressure sales tactics are a danger sign of fraud. Get all the information and consider it carefully. * Don't believe promises of easy money. No one can legitimately claim you'll make big earnings from business opportunities, promise high returns on investments, or guarantee that you will win a lottery or sweepstakes. * Be careful what information you provide. Give your credit card, debit card, or bank account number only if you're paying for a purchase using that account -never to verify your identity. Don't provide your social security number unless you're applying for credit or employment. Using your personal information, crooks can steal from you and impersonate you to steal from others. (See privacy, page 27). * 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 later have a complaint. * Be wary of requests to send your payment by private courier or wire service. The company may be trying to avoid detection by postal inspectors or to get your money before you have a chance to change your mind. * Do not be taken in by lotteries, pyramid schemes, multi-level marketing schemes, or companies that ask for payment in advance, especially for employment referrals, credit repair, or providing a loan or credit card. * Beware of recovery services. These scams try to take your last dime by falsely offering to get money back that you lost to a fraudulent scheme - for a fee. There is no charge for filing a complaint with a government agency. * Walk away or hang up when you hear the following: "Sign now or the price will increase;" "You have been specially selected...;" "You have won...;" "All we need is your credit card (or bank account) number-for identification only;" "All you pay for is postage, handling, taxes...;" "Make money in your spare time-guaranteed income...;" "We really need you to buy magazines (a water purifier, a vacation package, office products) from us because we can earn 15 extra credits...;" "I just happen to have some leftover material from a job down the street...;" "Be your own boss! Never work for anyone else again. Just send in $50 for your supplies and...;" "A new car! A trip to Hawaii! $2,500 in cash! Yours, absolutely free! Take a look at our...;" "Your special claim number entitles you to join our sweepstakes...;" or "We just happen to be in your area and have toner for your copy machine at a reduced price." If you can't resolve your problem by working directly with the company, contact your state or local consumer protection agency for assistance (page 70). Report possible violations of FTC rules to that agency at the address on page 114. If the order was placed by mail, report the problem to the U.S. Postal Inspection Service by calling 1-800-654-8896. While federal agencies don't usually act on individual complaints, this information helps them identify patterns of abuse and take appropriate action. Reporting Fraud Reporting fraud promptly improves your chances of recovery and helps law enforcement authorities stop scams before others are victimized. Start by contacting your state or local consumer agency for advice and assistance. Report suspected violations of FTC rules to the FTC Consumer Response Center, Washington, DC 20580, 1-877-FTC-HELP (382-4357)or go to the website at www.ftc.gov to get all of the details. For violations of FCC rules, send a letter, along with copies of bills, correspondence or other documentation, to FCC, Common Carrier Bureau, Consumer Complaints, Mail Stop 1600A2, Washington, DC 20554. For mail fraud call the Postal Crime Hotline at 1-800-654-8896. For advice about telemarketing fraud and to report it, contact the National Fraud Information Center operated by the National Consumers League, a nonprofit consumer organization. Call 1-800-876-7060 or visit the web site at www.fraud.org. Smart Shopping Online Here are some specific tips (in addition to those above) for buying online: * If the seller is unfamiliar, read more about the company, often found in a section on the website called "About Us." * See if the seller has any reliable endorsement logos or seals on its homepage, such as one from the Better Business Bureau. (Of course, this is only an indication of the seller's reputability, not a guarantee.) * To see how other consumers rated the shopping experience at many online stores, check BizRate. [www.bizrate.com] * Check the methods and prices for shipping. A low sale price may no longer be a bargain after adding on high shipping charges. * Read the seller's privacy policy so you understand how information about you may be used. "Opt-out" of additional mailings if you don't want to receive email or other offers. Making a Secure Purchase Some consumers are fearful about shopping online because they are afraid that their credit card number will be stolen. The chances that your credit card will be misused are very remote, particularly if you transmit your number to the merchant in a secure manner. Most merchants use secure web sites, where your personal information is encrypted or scrambled, so that it cannot be easily intercepted. Do not send your credit card number by email as opposed to a secure order form. Emails are not secure. You can tell if you are entering your personal information on a secure page of a web site if: * A notice pops up on the screen alerting you to that fact; * You see a closed lock or unbroken key in the bottom corner of your screen; or * The first letters of the Internet address of the page you are viewing change to "https". If you still do not feel comfortable providing your credit card number online, many sellers allow you to either call or fax it to them. Placing Your Order To help make sure you receive the right merchandise at the price you want, be sure to: * Understand if the product is new, used, or reconditioned. * Compare the price of the product you are considering at a variety of online stores by using several shopping "bots," such as MySimon [www.mysimon.com]. A list of popular shopping bots can be found on the shopping page of www.consumerworld.org. * Check if the product is in stock or how long a wait there is. * After entering your order, check that the total price, including shipping and any taxes, is correct. * Make sure that any special discounts offered or coupons used are properly deducted from your total before you finalize the order. * Print a copy of your order confirmation screen, and check your email for any further confirmation. Online Auctions and Private Sellers Many private sellers on the Internet offer items through auctions, online classified ads, newsgroups and chat rooms. Many state and federal consumer protection laws don't apply to private sales, and pursuing claims can be difficult, especially when you are in one part of the country and the seller is in another. Auction sites on the Internet have become very popular. However, you may have to be even more careful in choosing one so that you do not become a victim of fraud. Here are some questions to ask before buying at an auction: * What are the rules of the auction? * Can I cancel a bid? * Is the seller a business or a private individual? * How can I reach the seller if there is a problem? * Is the merchandise used? * Does the seller take credit cards? Check out the reputation of the seller, particularly if it is a private individual. Some auction sites rate sellers, so be sure to check their past selling history. Or contact the seller's local BBB or government consumer office. Use an escrow agent if you don't feel comfortable sending money for merchandise before you've seen it. Such an agent only passes on your money to the seller after you receive and are satisfied with your purchase. As in any auction, learn the value of the merchandise you are bidding on. That is the best way not to overbid, or to fall prey to an unscrupulous seller's use of "shills" to artificially raise the price. If You Have a Problem... In rare cases, the seller may have no intention of delivering the goods offered, may grossly misrepresent its products, or send you counterfeit goods such as pirated copies of software. In these cases of fraud, notify the National Fraud Information Center at www.fraud.org and the FTC at www.ftc.gov. For more information about shopping online, visit: www.safeshopping.org and www.ftc.gov/bcp/conline/pubs/online/payments.htm. Consumer Privacy Privacy is an important principle. As a consumer, you benefit when information about you is used to approve your credit application. On the other hand, you may not want to receive unsolicited telemarketing calls or mail. And you could be treated unfairly, or even become a victim of crime, if your personal information is inaccurate or misused. You have privacy rights for certain personal records such as your credit reports (see page 16), but many situations aren't covered by law. To address privacy concerns, some companies and industry groups have adopted voluntary policies. Look for those policies on sales literature, web sites, or forms 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. In addition to various federal privacy laws, many states have their own privacy laws concerning telemarketing, employment, using social security numbers, 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 (page 70) to find out where to get information about specific privacy rights. Tips for Protecting Your Privacy * Don't provide information that isn't required. For instance, most information requested on a warranty registration form isn't necessary for the warranty. But you may want to give your phone number so you can be contacted easily about product recalls. * 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. * Guard your financial account numbers. Only provide your credit card, charge card, debit card, calling card or bank account number if you're using that account to pay for a purchase or you're applying for credit. It isn't necessary to give that type of information for any other reason. * Screen your calls. You can use an answering machine to listen to a caller and decide whether you want to pick up. There are also optional telephone 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). Check with your local telephone company. * Keep your phone number private. You can buy a service to block others from using Caller ID to see your name and the number you're calling from. But be aware that this blocking may not work with every type of number you call. Ask your local phone company exactly how the service works. You can also get an unlisted or unpublished phone number for a fee. * Talk about privacy concerns 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. * Don't allow your credit record to be checked except for legitimate reasons. A lender or employer can check your credit record. But, it's illegal for a business to check your record unless you're seeking financing. Too many inquiries can hurt your credit rating by making it appear that you are seeking too much credit. * Never give anyone your online password. Con artists may try to trick you into providing your password by pretending to be your online service provider in order to use your access, at your expense. Your service provider already has your password, and no one else should need it. * Be aware of "cookies" on the Internet. A web site can transfer a file, called a cookie, to the hard drive of your computer when you visit in order to track your activities on its site. This information is used for customer service or marketing, but you can usually specify you don't want to create a cookie. * Make sure it's safe before you provide financial information online. (See Online Shopping, page 25.) Health Privacy With health care information being stored and shared on computers, it is a good idea to be aware of who has your health information and how it is being used. * The Medical Information Bureau is a data bank used by insurance companies. Get a copy of your file to make sure the information it contains is correct by writing to the MIB, PO Box 105, Essex Station, Boston, MA 02112. The U.S. Department of Health and Human Services expects to take action to improve health privacy protections for consumers. For the latest information go to www.hhs.gov or: * Contact the Health Privacy Project, Institute for Health Care Research and Policy, Georgetown University Medical Center, 2233 Wisconsin Avenue, NW, Suite 525, Washington, DC 20007, 202-687-0880 www.healthprivacy.org. Travel Tips * Deal with reputable travel agents or tour companies. Ask if the business belongs to a professional association. Check with that group to see if the company is a member in good standing and if it participates in any program that protects you in case there are problems. Contact your state or local consumer protection agency (page 70) and the Better Business Bureau (page 114) to find out about the company's complaint history. * Make sure you understand the terms of the travel offer. Find out exactly what's included in the price and what isn't. * Ask about the cancellation policy and get all promises in writing. You may want to look into trip insurance for added protection. * Comparison shop. Beware of unreasonably cheap prices or free trips - you usually get what you pay for! (See Sweepstakes on page 24.) * Be careful if you're paying for travel in advance. It's not unusual to make a deposit or even pay in full for travel services before the trip. The safest way to pay may be by credit card because of your right to dispute the charges if the services were misrepresented or never delivered. Don't be pressured into making a hasty decision by claims that you have to act now! You might pay processing or other fees upfront - and then find that a con artist has simply pocketed your money and left you high and dry. * In some states, certain types of 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. Resolving Complaints * Contact your state or local consumer protection agency (page 70) 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 (page 130) helps resolve disputes with member agents. * For problems with airlines, call, write or email the Aviation Consumer Protection Division of the Department of Transportation (page 112). 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. Federal law, for example, gives you the right to cancel certain door-to-door contracts within three days, and some states provide for cancellation periods for such things as health and dating club contracts. Check with your state and local consumer office (see page 70) for more information about cancellation rights. FCIC is always updating the information in the Handbook and on our web site as well. Monthly Consumer Focus articles feature timely information on a variety of topics, new links are being added, and In the News helps keep you up-to-date. Visit us at www.pueblo.gsa.gov. Do not give out your credit card number, checking or savings account number, Social Security number, or other personal information to any company you do not know. See Identity Theft, page 27. Do not be misled into thinking that you have an automatic three-day cancellation period for all purchases. You can only legally cancel a few types of contracts. 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 a "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. Avoiding 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. Beware if a salesperson: * Tells you to borrow money on a credit card, take out a mortgage on your home, or cash in your IRA to invest in commodities; * Pressures you to invest immediately, and then sends an overnight courier service to pick up your check and give you forms to sign; * Promises quick profits; * Downplays the risk disclosure documents and statement, which are required by Federal law, as just a formality; * Tells you to write false information on your account form, for example, to overstate your income; * Sends information that is not printed on letterhead stationery or has 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 C.D." Don't be Slammed or Crammed Slamming is the illegal act of switching your long distance, local toll or local telephone company without your permission. On your phone bill, you may find: * a different company name or * phone charges that are much higher than normal. Cramming is when companies add charges to your telephone bill for optional services you never agreed to such as voice mail or club memberships. You may not notice these monthly charges because they're relatively small - $5 to $30 dollars - and look like your regular phone charges. Pay-Per-Call charges - Protect Yourself * Don't make the call if you don't know the cost. * Be wary of promises for free gifts or prizes. * Find out how free minutes really work. * 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 pretending to be calling 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. (See page 12, cramming.) Here's an overview of which agencies regulate which financial institutions: State chartered banks that are not members of the Federal Reserve System are regulated by the Federal Deposit Insurance Corporation. See page 113. State chartered banks and trust companies that are members of the Federal Reserve System are regulated by the Federal Reserve System. See page 114. 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. See page 111. Federally chartered credit unions are regulated by the National Credit Union Administration. See page 115. Federal savings and loans and Federal savings banks are regulated by the Office of Thrift Supervision. See page 112. State chartered banks are regulated by State banking authorities. See page 87. Credit Insurance It is almost always better to insure yourself against income loss or death by purchasing regular life or disability insurance instead of credit insurance. When you finance cars, consumer goods, mobile home sales, and residential mortgages, salespeople may try to sell you four types of credit insurance: * credit property: insures against damage or loss to whatever item secures the loan * credit life: pays the loan balance in case of death * credit disability/accident and health: temporarily makes loan payments in case of accident or ill health * involuntary loss of income: temporarily makes loan payments if you're laid off If you want to be removed from lists for unsolicited credit and insurance offers, ask the credit reporting agency (see page 18 for the phone numbers of national credit bureaus) for a form to complete that will permanently keep your name off the lists drawn from credit file information. * See page 25 for Reducing Unwanted Mail, Telephone, and Email Solicitations. Preventing Credit and Debit/Check Card Fraud * 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. * Don't give your credit 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. * Destroy carbons and incorrect charge slips. * Draw a line through blank spaces on charge slips. Do not sign a blank charge slip. * Keep copies of all sales slips. Open credit card bills promptly and compare the sales slips with the charges on your bill. * Report billing errors and unauthorized charges to your credit card company right away. Using a computer to buy online through the Internet is fast becoming a convenient way to shop for many consumers. As with making a purchase at a conventional store, on the phone or by mail, you will want to fully understand the seller's policies and check out its reputation before you buy. While federal and state laws may apply if a consumer in the U.S. deals by phone, mail or computer with a company in another country, it may be difficult to pursue claims. Be especially careful in cross-border transactions. It is illegal to use the mail as part of a plan based on fraud or misrepresentation to steal money. This includes: * sending solicitations to consumers; * receiving consumers' payments; * transmitting information from one company location to another; * using private or commercial interstate delivery services, including to send lottery solicitations or tickets across state lines or from another country into the United States; and * sending mail that looks like it's 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. For more information, contact the U.S. Postal Service, page 116. CHARITIES * Give only to charities you know. 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. * Check with your secretary of state to find out if a charity is registered to solicit in your state. (See page 22, youth peddling.) Sweepstakes Don't pay if it's free or you have won. It's another danger sign of fraud if you are asked to pay a fee to get something free, claim a prize or win a vacation. If you really won a sweepstakes, you pay taxes directly to the government, not through the company. Reducing Unwanted Mail, Telephone or Online Solicitations * Tell telemarketers who call you to put you on their "Do Not Call" lists and note the call. If a telemarketer calls again, note of the date and report it to the proper authorities. * Contact the Direct Marketing Association, which operates three free services to remove consumers from DMA members' telemarketing lists, mail lists and email lists. See DMA on page 131. * Tell companies you do business with, including those online, to remove your name from customer lists that 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 web sites. * Tell all marketers not to contact you again. Children Online Commercial web sites 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 (see page 114) or click on Kids Privacy at www.ftc.gov Identity Theft Be especially careful with sensitive personal information. Your social security number should not be requested except by an employer, government agency, lender or credit bureau. If that information falls into the wrong hands, it can be used by someone to impersonate you in order to steal from your accounts or to steal from others in your name. Many states no longer use social security numbers on drivers' licenses. Some states offer random numbers as alternatives, and bar merchants from asking consumers to put their social security numbers on checks or credit card slips. Check your credit report regularly. Once a year should be enough, but you may want to check it more frequently if you believe that someone else has impersonated you in order to get credit or other benefits in your name. See Protect Your Credit Report on page 18. The Congress of the United States asked the Federal Trade Commission to provide information to consumers about identity theft and to take complaints from those whose identities have been stolen. If you've been a victim of identity theft, you can call the FTC's Identity Theft Hotline at 1-877-IDTHEFT (438-4338), or file a complaint online at www.consumer.gov/idtheft. The FTC puts your information into a secure consumer fraud database and may, in appropriate instances, share it with other law enforcement agencies and private entities, including any companies about which you may complain. How Financial Service Companies Share Your Personal Information Under Federal law banks, insurance companies and stockbrokers may now combine businesses. This means they can share your information with each other. They are also allowed to share your information with third parties that provide marketing services for them or for joint ventures with other financial institutions. You can: * "Opt out," or ask that your personal information not be shared with unaffiliated third parties. Even if you don't opt out, the actual account numbers for bank or credit card accounts may not be shared with unaffiliated third parties for marketing. Directory and 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. Telephone companies may provide additional services for TTY users; these services will be listed in the introductory pages of local telephone directories. For a copy of the U.S. Government TTY Directory, please visit www.gsa.gov/frs/ on the World Wide Web or write to the address below: Federal Consumer Information Center, Department TTY, Pueblo CO 81009. Relay Services Telecommunications relay services are a way to link telephone conversations between individuals who use standard, voice telephones and individuals who use TTYs. Relay services allow hearing and speaking individuals to call TTY numbers and allow individuals 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 for 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 of the relay service for that area. Federal Relay Service (FRS) The FRS, a program of the U.S. General Services Administration, 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 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. Our 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, 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 Web site: 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 any aspect of 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 Toll free: 1-800-424-8567 E-mail: nls@loc.gov Web site: lcweb.loc.gov/nls Part II After You Buy Recalls Several Federal government agencies enforce product safety regulations and provide recall information. Consult the list below and then contact the appropriate Federal agency using the information beginning on page 107. * Cars -National Highway Traffic Safety Administration * Drugs, medical devices- Food and Drug Administration (FDA) * Food -U.S. Department of Agriculture; FDA * Seafood -FDA; U.S. Department of Commerce * Toy, baby and play equipment, household products-U.S. Consumer Product Safety Commission Recalls are also posted regularly on the FCIC website: www.pueblo.gsa.gov Keep all copies of your letter, fax or email, and all related documents. See the Sample Complaint Letter on page 34. Name of Contact Person, if available Title, if available Company Name Consumer Complaint Division, if you have no contact person 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). Unfotunately, 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 Enclosures(s) cc: (reference to whom you are sending a copy of this letter, if anyone) 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 or on the web at: http://www.socap.org 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. A * AAMCO Transmissions, Inc. Anna Wright, Administrator One Presidential Boulevard Bala Cynwyd, PA 19004-1034 610-668-2900 Toll free: 1-800-523-0401 Fax: 610-664-5897 ABC, Inc. 77 West 66th Street 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: 800-247-1317 www.acco.com ACCO Brands Inc. See: Swingline, Wilson Jones, Kensington, Gravis, Apollo 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, Director Consumer Services 1601 Chestnut Street PO Box 41484 Philadelphia, PA 19101-1484 215-761-4555 Fax: 215-761-2489 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, Manager Consumer Relatons 9605 SW Nimbus Avenue 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 Avenue 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 AETNA, Inc. 151 Farmington Ave. Hartford, CT 06156 860-273-0123 Toll free outside CT: 1-800-US-AETNA TDD/TTY: 860-273-3081 Fax: 860-273-9806 (consumer issues) www.aetna.com AFC Enterprises America's Favorite Chicken Co 6 Concourse Parkway, 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 P.O. Box 22776 Ft. Lauderdale, FL 33335 954-522-0000 Toll free: 1-800-445-5664 www.goalamo.com Alaska Airlines Manager P.O. 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.alaskair.com Alberto Culver Co. 2525 Armitage Avenue Melrose Park, IL 60160 708-450-3163 Fax: 708-450-3435 www.alberto.com Albertson's Inc. Jenny Enochson, Corp Manager, Community Relations Corporat Headquarters 250 Parkcenter Blvd Boise, ID 84726 208-395-6392 Fax: 208-395-6773 albertson's.com Albertsons Inc Judith Decker, Manager Media & Community Relations P.O. Box 5008 San Leandro, CA 94577 510-678-5444 Fax: 510-678-5410 E-mail: DECKER.J@amstr.com * Alcon Laboratories, Inc. Martha Siegel, Director Consumer Affairs, Quality Assurance 6201 South Freeway Fort Worth, TX 76134-2099 817-551-8298 Fax: 817-551-3092 Allegheny Pharmacal Corp Arthur Gutowitz, Treasurer 277 Northern Blvd. Great Neck, NY 11021 516-466-0660 Toll free: 1-800-645-6190 * Allied Van Lines P.O. 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, Manager, Customer Relations P.O. 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 Dixie Trout, 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. P.O. Box 619612 MD 2400 Fort Worth, TX 75261-9612 817-967-2000 817-967-4162 Fax: 817-967-4162 * American Automobile Association Manager Mailspace 61 1000 AAA Drive Heathrow, FL 32746 * + American Express Co. Peggy Haney, Vice President 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 P.O. Box 62000 Tampa, FL 33662-2000 Toll free: 1-800-AFP-2400 * American Greetings Corp. Sue Holiday, Consumer Correspondent 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. Ronald Fojtlin, Manager P.O. 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 West Randolph St., Room 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 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 Avenue North Bayport, MN 55003 651-430-5150 Toll free: 888-888-7020 Fax: 651-430-5827 www.andersenwindows.com * Anheuser-Busch, Inc. Rosann Klaesner, Manager, Customer Call Center Marketing One Busch Place St. Louis, MO 63118 314-552-1305 314-552-1311 Toll free: 1-800-342-5283 Fax: 314-552-1311 E-mail: rosann.klaesner@anheuser-busch.com www.budweiser.com * Aon Innovative Services Joy A Arnold, Call Center Manager 13922 Denver West Parkway Golden, CO 80020 303-271-2336 E-mail: j.arnold@innovativeservices.com www.aon.com AON Corporation John Roskopf, Vice President Financial Relations 123 North Wacker Drive Chicago, IL 60606 312-701-3000 312-701-3983 Fax: 312-701-3793 www.aon.com Apollo See: ACCO Brands Inc. 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 Street 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 * Armstrong World Industries, Inc. Rita Battles, Manager, Customer Service P.O. 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 One South Church Avenue Suite 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 The Associates, Texaco Portfolio David Hogan, Vice President 330 Barker Cypress Road Houston, TX 77094 281-754-1728 Toll free: 1-800-938-2267 (credit card department) Fax: 281-754-1702 A.T. Cross Co. Consumer Relations One Albion Road Lincoln, RI 02865 401-333-1200, ext. 380 Toll free: 1-800-AT CROSS (282-7677) Fax: 401-334-4856 E-mail: calisk@cross.com * + AT&T Claudia Jones, Consumer Affairs Director Consumer Services 295 North Maple Avenue Basking Ridge, NJ 07920 908-221-2000 908-221-5942 Toll free: 1-800-222-0300 TDD/TTY: 1-800-522-2880 Fax: 908-221-1211 www.att.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 Drive La Palma, CA 90623 213-486-3511 Toll free: 1-800-322-2726 www.arco.com Atlas Van Lines, Inc Jan Martin, Vice President, Claims Administration P.O. Box 509 Evansville, IN 47703-0509 812-424-2222 Toll free: 1-800-252-8885 Fax: 812-421-7129 E-mail: janmar2@stlasvanlines.com www.atlasvanlines.com Automobile Magazine (Division of K-III) 575 Lexington Ave, 24th Floor New York, NY 10022 212-891-6360 * Aventis Corp Sam Wilhoit, Customer Service Manager North American Headquarters P.O. Box 9627 Kansas City, MO 64134-0627 816-966-4000 Toll free: 1-800-552-3656 Fax: 816-966-3860 www.hmri.com Avis Rent-A-Car System Barbara Pearson, Manager 4500 South 129th East Ave. Suite 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, Director, Avon Information C & R 1251 Avenue 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 B Bacardi USA, Inc. Frederick Wilson, General Counsel 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 Drive P.O. Box 5100 (27113) Winston-Salem, NC 27113 336-519-6053 Toll free: 1-800-225-4872 www.balinet.com * Ball Park Brands Diana J. Prindle, Manager 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 Avenue Chicago, IL 60631 773-399-1300 Bank of America Hugh McColl, Chairman and CEO 100 N. Tryon St Charlotte, NC 28255 Toll free: 1-888-279-3457 www.BankofAmerica.com * Bank United Pat Stambaugh-Moretti, V.P. Quality Service Manager 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 Road PO Box 1910 Morristown, NJ 07962-1910 973-331-4536 Toll free: 1-800-331-4536 Fax: 973-408-8000 Bear Creek Corp. 2518 South Pacific Highway P.O. 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, President One Becton Drive Franklin Lakes, NJ 07417 201-847-6658 Fax: 201-884-5487 Beech-Nut Nutrition Corporation See: The Milnot Company * Beiersdorf, Inc. Wilton Corporate Center 187 Danbury Road Wilton, CT 06897 203-563-5800 Toll free outside CT: 1-800-233-2340 Fax: 203-563-5895 * + Bell Atlantic 1095 Avenue of the Americas New York, NY 10036 212-395-2121 (main switchboard) Toll free: 1-800-721-2300 Toll free: 1-800-621-9900 TTY toll free: 1-800-974-6006 www.bellatlantic.com * BellSouth Telecommunications, Inc. Executive Appeals Manager 37D57 BellSouth Center 675 West Peachtree St., NW 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 Gerry Luepke, Manager, Consumer Info Service Five American Drive Greenwich, CT 06831 Toll free: 1-800-284-2023 Benckiser Consumer Products Inc. See: Reckitt Benckiser Inc. Benihana of Tokyo Marci Kleinsasser, Director 8685 Northwest 53rd Terrace Miami, FL 33166 305-593-0770 Toll free: 1-800-327-3369 Fax: 305-592-6371 Berkeley Systems 2095 Rose Street Berkeley, CA 94709 510-540-5535 425-746-5771 (technical support) Fax: 510-540-5630 www.berksys.com Best Foods 700 Silven Avenue 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, Manager P.O. Box 42007 Phoenix, AZ 85080-2007 623-780-6181 Toll free: 1-800-528-1238 Fax: 623-780-6199 www.bestwestern.com BFGoodrich Tires P.O. Box 19001 Greenville, SC 29602-9001 864-458-5000 Toll free: 1-800-521-9796 Fax: 864-458-6650 www.michelin.com * BIC Corp. 500 Bic Drive 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 Greg Durkee, Manager, Consumer Services Consumer services PO Box 1888 2345 Walker Ave., NW Grand Rapids, MI 49544-2597 Toll free: 1-800-237-7691 E-mail: durkeege@bissell.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, Manager Consumer Affairs 257 Cornelison Ave. Jersey City, NJ 07302-9988 201-434-3000 Toll free outside NJ: 1-800-365-6500 Fax: 201-434-4186 E-mail: consumer_affairs@blockdrug.com www.blockdrug.com Bloomingdale's by Mail, Ltd. 475 Knotter Drive P.O. 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 Street 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 P.O. Box 240239 Charlotte, NC 28224 704-527-2675 Toll free: 1-800-366-9921 Fax: 704-522-8677 www.bojangles.com * Borden, Inc. 180 East Broad Street Columbus, OH 43215 614-225-4511 Toll free: 1-800-426-7336 Fax: 616-225-7680 Borland 100 Enterprise Way Scotts Valley, CA 95066 831-431-1000 Toll free: 1-800-523-7070 Fax: 408-431-4353 E-mail: customer-service@borland.com www.borland.com * BP/Amoco Oil Co. Richard Smith, Manager 28341 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 Bradlees Inc. Terry DeFilippo, Corporate Customer Service Manager Customer Service One Bradlees Circle P.O. Box 9015 Braintree, MA 02184 781-380-5377 781-380-5068 Fax: 781-380-5068 www.bradlees.com * Braun 1 Gillette Park Boston, MA 02127 Toll free: 1-800-BRAUN11 (1-800-272-8611) www.braun.com * Bridgestone/Firestone, Inc. P.O. Box 7988 Chicago, IL 60680-9534 Toll free: 1-800-367-3872 Fax: 800-760-7859 E-mail: firestone_consumer_affairs@faneuil.com * Bristol-Myers Squibb Pharmaceutical Group Robert Laverty, Director P.O. 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 (Airways) Fax: 718-397-4395 www.british-airways.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, Consumer Services Specialist P.O. Box 1080 Louisville, KY 40201 502-585-1100 Toll free: 1-800-753-4567 (Canadian Mist) Budget Gourmet P.O. Box 10 Boise, ID 83707 Toll free: 1-800-488-0050 Fax: 208-383-6309 * Budget Rent-A-Car Corp. P.O. Box 111580 Carrollton, TX 75011-1580 Toll free: 1-800-621-2844 Fax: 972-404-7869 Bull & Bear Group, Inc. 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 * Bulova Watch Co. Manager 26-15 Brooklyn Queens Expressway Woodside, NY 11377 718-204-3300 (consumer relations) 718-204-3222 (service) Burlington Coat Factory Warehouse Corp. Monroe Milstein, President 1830 Route 130 North Burlington, NJ 08016 609-387-7800 Fax: 609-387-7071 Burlington Industries, Inc. Gayle Turner, Pubic Relations 3330 West Friendly Avenue Greensboro, NC 27410 336-379-2472 Fax: 336-379-4504 www.burlington.com C Cabela's, Inc. Robyn Mowery, Manager - Government & International Sales Gormet Sales One Cabela Drive Sidney, NE 69160 308-254-5505 x1190 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 Fax: 408-395-8319 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, Vice President 205 West 39th Street 10th Floor New York, NY 10018 212-719-2600 Calvin Klein Cosmetics Company See: Unilever Cosmetics International * Campbell Soup Co. Susan Baranowsky, Manager Consumer Response and Information Center Campbell Place P.O. Box 26B Camden, NJ 08103-1799 856-342-6111 Toll free: 1-800-257-8443 Fax: Fax: 856-342-6449 www.campbellsoup.com * Canandaigua Wine Co. Consumer Relations 116 Buffalo Street Canandaigua, NY 14424 716-394-7900 Toll free: 1-888-659-7900 Fax: 716-393-6950 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 * + Carfax Inc. George Bounacos, Director Customer Operations 10304 Eaton Place Ste 500 Fairfax, VA 22030 Toll free: 1-800-274-2277 Fax: 703-218-2853 www.carfax.com Carrier Air Conditioning Co. Customer Relations Manager P.O. 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 Avenue 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 Avenue 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 Drive Boulder, CO 80301-3292 303-530-5300 Toll free: 1-800-351-8175 www.celestialseasonings.com Ceridian Corp. 8100 34th Avenue South Bloomington, MN 55425 612-853-8100 C.F. Hathaway 10 Water Street Waterville, ME 04901 207-873-4241 Toll free: 1-800-341-1003 Fax: 207-873-8390 Chanel, Inc. Consumer Relations 9 West 57th Street 44th Floor New York, NY 10019-2790 212-688-5055 Fax: 212-752-1851 * + Chase Manhattan Bank 270 Park Avenue New York, NY 10017 212-270-9300 Toll free: 1-800-AT-CHASE Fax: 212-270-1882 www.chase.com * Chattem, Inc. 1715 West 38th Street Chattanooga, TN 37409 423-821-4571 Toll free outside TN: 1-800-745-2429 * Chesebrough-Pond's, USA Linnea Johnson, Director Consumer Services 800 Sylvan Avenue Englewood Cliffs, NJ 07632 Toll free: 1-800-743-8640 Toll free: 1-800-786-5135 www.unilever.com * Chevron Products Co. Tracey Rest, Supervisor P.O. Box H Concord, CA 94524 Toll free: 1-800-962-1223 Fax: 510-827-6820 www.chevron.com Chicken of the Sea International Dennis Mussell, President & CEO 4510 Executive Drive, Suite 300 San Diego, CA 92121 858-597-4242 Fax: 858-597-4566 Chuck E Cheese's Restaurants See: CEC Entertainment, Inc. * Church & Dwight Company, Inc. Nancy Sevinsky, Manager 469 North Harrison Street 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 770-418-5117 Toll free: 1-800-875-3001 www.cibavision.com CIE America Customer Service 2701 Dow Avenue Tustin, CA 92780 714-753-2942 Toll free: 1-800-877-1421 Fax: 714-368-4880 www.citoh.com CIGNA Property and Casualty Companies Mark Whiter, Director 1601 Chestnut Street Philadelphia, PA 19101-1484 215-761-4555 215-761-2489 * Circuit City Stores, Inc. 9950 Mayland Drive Richmond, VA 23233 804-527-4000 Toll free: 1-800-627-2274 Fax: 804-342-6481 Citizen Watch Company of America Executive Secretary 8506 Osage Avenue Los Angeles, CA 90045 310-649-0991 Toll free: 1-800-321-1023 * Clopay Building Products Co. Sandy Stewart, Manager 312 Walnut Street, Suite 1600 Cincinnati, OH 45202-4036 Toll free: 1-800-225-6729 Fax: 513-762-3519 www.paydoor.com * Clorox Co. Beverly Randolph, Consumer Services Manager 1221 Broadway Oakland, CA 94612-1888 510-271-7571 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) Toll free: 1-800-426-6228 (insecticides) 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. Amanda Pace, Director Industry and Consumer Affairs P.O. 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 3257 Parsippany, NJ 07054-3259 973-912-4000 Toll free: 1-800-732-5867 Fax: 973-912-4005 * + The Colgate-Palmolive Company Jan Guifarro, Director, Consumer Affairs 300 Park Avenue 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. P.O. Box 32665 Charlotte, NC 28232 704-547-8500 Fax: 704-548-2172 Colonial Penn Group, Inc. Gregory Barstead, President 399 Market Street 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) * 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 Avenue Terre Haute, IN 47811 Toll free: 1-800-457-0500 (music) Toll free: 1-800-457-0866 (videos) Toll free: 1-800-562-5830 (CD-rom) Toll free: 1-800-965-9665 (audiobook) www.columbiahouse.com * Combe Incorporated. Teresa Infantino, Executive Vice President 1101 Westchester Avenue 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 Compaq Computer Corporation P.O. 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 P.O. 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 P.O. Box 4800 Fullerton, CA 92833 714-680-1431 * Congoleum Corp. Brian Quigley, Director of Consumer Affairs 3705 Quakerbridge Rd, Suite 211 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 Road 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 * Continental/General Tire, Inc. Ron Forsyth, National Manager - Prod Services Consumer Relations 1800 Continental Blvd. Charlotte, NC 29710 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 (2667) Fax: 508-664-7440 www.converse.com Conwood Company, L.P. 813 Ridge Lake Blvd. Memphis, TN 32120 901-761-2050 901-767-1302 Toll free: 1-800-238-5990 * Coors Brewing Co. Toni Houck, Group Manager, Consumer Relations Consumer Relations 311 10th Street - NH475 Golden, CO 80401 303-279-6565 Toll free: 1-800-642-6116 Fax: 303-277-5415 * Corel Corporation 1600 Carling Avenue 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 Drive 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 Creative Labs 1523 Cimarron Plaza Stillwater, OK 74075 405-742-6622 or 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 Crown Books 3300 75th Avenue Landover, MD 20785 Toll free: 1-800-831-7400 www.crownbooks.com Cuisinarts (Division of Conair Co.) Peter Cammarata, Director, Sales & Marketing Operation One Cummings Point Road Stamford, 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 www.cuisinart.com Culligan International Co. Consumer Affairs One Culligan Parkway Northbrook, IL 60062 Toll free: 1-800-CULLIGAN www.culligan.com Cumberland Packing Corporation Marvin Eisenstadt, President Sweet 'N Low Two Cumberland Street Brooklyn, NY 11205 718-858-4200 Fax: 718-260-9017 www.sweetnlow.com Current, Inc. Dawn Roth, Manager, Call Centers 1005 East Woodmen Road Colorado Springs, CO 80920 719-531-2717 719-594-4100 Toll free: 1-800-525-7170 Fax: 719-531-6510 E-mail: drroth@currentinc.com www.currentcatalog.com CVS/pharmacy Customer Relations Department One CVS Drive 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 D Dairy Queen P.O. 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, Consumer Affairs Manager P. O. Box 90296 Allentown, PA 18109-0296 Toll free: 1-800-DANNON US Fax: 610-231-8597 E-mail: dannon@casupport.com Danskin Shelby Snyder P.O. Box 15016 York, PA 17405-7016 717-840-5817 Toll free: 1-800-288-6749 Fax: 717-840-5855 * DAP Products, Inc Matt Stewart, Manager Regulatory & Environmental Affairs 2400 Boston Street 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 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 P.O. 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-air.com Delta Faucets Company 55 East 111th Street PO Box 40980 Indianapolis, IN 46280 317-848-1812 317-574-5555 Toll free: 1-800-345-3358 www.deltafaucet.com Deneba Software 1150 NW 72nd Avenue Miami, FL 33126 305-596-5644 Toll free: 1-800-622-6827 Fax: 305-273-9069 E-mail: support@deneba.com www.deneba.com Denny's Inc. 203 East Main Street Spartanburg, SC 29319 864-597-8000 Toll free: 1-800-7DENNYS Dep Corp. George Andrassy, Vice President 2101 East Via Arado Rancho Dominguez, CA 90220-6189 310-604-0777 Fax: 310-537-3679 * The Dial Corp. Marie Shubin 15101 North Scottsdale Rd. Scottsdale, AZ 85254 Toll free: 1-800-258-DIAL (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, Manager 1050 South Diamond Street Stockton, CA 95201 209-467-6260 Fax: 209-467-6205 E-mail: dsamelso@diamondofcalifornia.com www.diamondofcalifornia.com Diet Center Worldwide, Inc. 395 Springside Drive Akron, OH 44333 330-665-5861 Fax: 330-666-2197 Digital Equipment Corp. 20555 State Hwy 249 Houston, TX 77070 Toll free: 1-800-332-4636 Toll free: 1-800-344-4825 (Digital) www.digital.com Dillard's, Inc. 1600 Cantrell Road Little Rock, AR 72201 501-376-5200 Fax: 501-376-5917 www.dillards.com Diners Club 183 Inverness Drive West Englewood, CO 80111 303-799-9000 Toll free: 1-800-234-6377 Fax: 303-649-2891 www.dinerclubus.com Dlink Systems 53 Discovery Drive 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, Manager, Consumer Center One Dole Drive 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 Street P.O. Box 33167 Tulsa, OK 74153-1167 918-669-3000 918-669-8596 Toll free: 1-800-800-5252 Toll free: 1-800-800-6080 Fax: 918-669-8596 E-mail: cboyce@dollar.com www.dollar.com * Domino's Pizza, Inc. David Brandon, CEO & Chairman Customer Service P.O. Box 997 30 Frank Lloyd Wright Drive Ann Arbor, MI 48106 313-930-3030 Toll free: 1-888-DOMINOS www.dominos.com Doubleday Direct, Inc Robert Posch, Jr., Vice President 401 Franklin Avenue Garden City, NY 11530 516-873-4628 Fax: 516-873-4384 E-mail: robert.posch@doubledaydirect.com www.booksonline.com * DowBrands Consumer Affairs P.O. 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, Vice President, Corporate Communications 5301 Legacy Drive 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.drpepper.com Drug Emporium, Inc. Jane Lagusch, Vice President 155 Hidden Ravines Drive Powell, OH 43065 740-548-7080, ext. 104 Fax: 740-548-6651 E-mail: jlagusch@drugemporium.com www.drugemporium.com * Dunkin Donuts of America/Baskin Robbins Jack Shaefer, Chairman of the Board P.O. Box 317 Randolph, MA 02368 781-961-4000 Dunlop Tire Corp. Bob Pokrzyk, Manager, Consumer Affairs P.O. Box 1109 Buffalo, NY 14240-1109 716-639-5439 Toll free: 1-800-548-4714 Fax: 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 * Duracell North America (Division of Gillette, Inc.) Duracell Drive Bethel, CT 06801 203-796-4304 Toll free: 1-800-551-2355 TDD/TTY toll free: 1-800-341-0654 Fax: 203-796-4565 www.duracell.com E * Eastman Kodak Co. Americas Call Center Operations 343 State Street Rochester, NY 14650-3103 716-724-4000 Toll free: 1-800-242-2424 www.kodak.com Eckerd Corporation Kristina Anderson, Supervisor - Customer Service Customer Service 8333 Bryan Dairy Road P.O. Box 4689 Clearwater, FL 33758 813-395-6000 Toll free: 1-800-325-3737 TDD/TTY toll free: 1-800-760-4833 Fax: 813-395-7063 E-mail: eckcserv@eckerd.com www.eckerd.com Eckerd Corporation See: JC Penney Eddie Bauer, Inc. P.O. Box 9700 Redmond, WA 98073-9700 425-882-6100 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 Drive 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 Electrolux Corporation Customer Service 300 East Valley Drive Bristol, VA 24201 Toll free: 1-800-243-9078 Fax: 540-645-2863 www.elux.com * Eli Lilly & Co. Lilly Corporate Center Indianapolis, IN 46285 317-276-2000 Toll free: 1-800-545-5979 www.lilly.com E-Machines 1211 Alderwood Avenue Sunnyvale, CA 94089 408-541-1720 Emery Worldwide (A CNF Company) Rocco Sacci, Director One Lagoon Drive 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 Encyclopedia Britannica, Inc. Public Relations 310 South Michigan Avenue 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, Vice President 1290 Avenue of the Americas 12th Floor New York, NY 10104 212-554-1234 * Ernest & Julio Gallo Winery Tedi Burris Consumer Relations P.O. Box 1130 Modesto, CA 95353 209-341-3161 Fax: 209-341-6600 www.gallo.com Esprit de Corps 900 Minnesota Street San Francisco, CA 94107-3000 415-648-6900 Toll free: 1-800-4ESPRIT Fax: 415-550-3960 * The Estee Lauder Companies, Inc Adair Sampogna, Vice President Consumer Communications 767 Fifth Avenue New York, NY 10153 212-756-4801 Fax: 212-756-4810 E-mail: asampogn@estee.com www.elcompanies.com * The Eureka Co. Rick Gremer, Consumer Relations Manager 307 North Main Street Bloomington, IL 61701 309-823-5735 Toll free: 1-800-282-2886 (warranty center) * + Experian P.O. Box 949 Allen, TX 75013-0949 Toll free: 1-888-EXPERIAN (397-3742) www.experian.com * Exxon Company U.S.A. Sharon Plummer, Consumer Assistance Manager P.O. Box 4712 Houston, TX 77210-4712 713-680-7901 Toll free: 1-800-243-9966 Fax: 713-680-5047 F * Farallon Communications, Inc. Customer Service 3089 Teagarden Street San Leandro, CA 94577 510-346-8001 E-mail: userid@farallon.com www.farallon.com Family Circle Magazine 375 Lexington Avenue New York, NY 10017-5514 212-499-2000 Farm Rich See: Rich-Seapak Corporation * Faultless Starch/Bon Ami Co. Consumer Affairs Department 1025 West Eighth Street Kansas City, MO 64101-1200 816-842-1230 Fax: 816-842-4328 Federal Express Corp. Glenn Pearson, Manager P.O. Box 727 Department 1845 Memphis, TN 38194-1845 901-369-3600 Toll free: 1-800-238-5355 Fax: 901-395-4511 E-mail: webmaster@fedex.com Federated Department Stores Paula Coffey-Johnson, Consumer Affairs Assistant 7 West Seventh Street 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 Avenue 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 Drive Downers Grove, IL 60515 630-719-7800 Toll free: 1-800-669-1000 Flowers Industries, Inc. Marta Turner, Vice President P.O. Box 1338 1919 Flowers Circle Thomasville, GA 31757 912-226-9110 Fax: 912-226-1318 www.flowersindustries.com Forma Quality/Forma Scientific See: Thermo Quest * Fort James Corp Ophelia Millon, Manager of Consumer Affairs P.O. Box 6000 Norwalk, CT 06856-6000 203-854-2458 Toll free: 1-800-243-5384 * Foster & Gallagher, Inc. Cindy Faulkrier, Sales & Services 6523 North Galena Road Peoria, IL 61632 309-691-4610 (Mon.-Fri., 8:30 a.m.-5 p.m.) 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 * Frigidaire Home Products P.O. 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, Group Manager 7701 Legacy Dr. IA-70 Plano, TX 75024 972-334-5022 Toll free: 1-800-352-4477 Fax: 972-334-5071 www.fritolay.com Fruit of the Loom, Inc. Janet Rosati, Director Consumer Services One Fruit of the Loom Drive Bowling Green, KY 42102-9015 270-781-6400 Fax: 270-781-6400 E-mail: consumer.srv@fruit.com www.fruit.com Fuji Photo Film U.S.A., Inc. Marianne Salimbene, Manager, Consumer Information Center 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. P.O. Box 1247 Great Bend, KS 67530-0729 316-792-1711 Toll free: 1-800-523-3794 Fax: 316-793-4523 www.fullerbrush.com FWB Software 2722 Gough Street San Francisco, CA 94123 415-345-4300 Fax: 415-345-4358 E-mail: info@fwb.com www.fwb.com G * 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 * G.D. Searle and Co. Pharmaceuticals P.O. Box 5110 Chicago, IL 60680 847-982-7000 Fax: 847-470-6633 www.monsanto.com General Electric Co. For information on GE consumer products and services, call: GE Answer Center® service: 1-800-626-2000 * General Mills, Inc. P.O. 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. Customer Relations Manager 3044 West Grand Blvd. Room AX348 Detroit, MI 48202 Toll free: 1-800-441-9234 TDD toll free: 1-800-TDD-GMAC www.gmacfs.com The Generra Company Alan Bobin, President 3920 North 34th Street #300 Seattle, WA 98103 206-728-6888 Fax: 206-467-9326 www.generra.com Genesee Brewing Co., Inc. 445 St. Paul Street Rochester, NY 14605 716-546-1030 Toll free: 1-800-SAY-GENNY (729-4366) Fax: 716-546-5011 www.highfalls.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 (Consumer Response Center, Papers-imaging and Printing) www.gp.com Georgia-Pacific Corp. 133 Peachtree Street NE Peoria, IL 30303 404-652-4000 Toll free: 1-800-BUILD-GP (1-800-284-5347) www.gp.com * Gerber Products Co. Consumer Response 445 State Street Fremont, MI 49413-1056 Toll free: 1-800-4-GERBER Fax: 231-928-2423 * Giant Food Inc. Odonna Mathews, Vice President for Consumer Affairs P.O. 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, Manager, Consumer Affairs P.O. Box 61 Boston, MA 02199 617-421-7000 Toll free: 1-800-872-7202 Fax: 617-463-3410 The Glidden Co. 925 Euclid Avenue Cleveland, OH 44115 216-344-8000 Fax: 216-344-8900 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 * Golden Grain Co. 4576 Willow Road Pleasanton, CA 94588 Toll free: 1-800-421-2444 * Goldstar (L.G. Electronics) P.O. Box 6126 Huntsville, AL 35824 256-772-8860 Toll free: 1-800-243-0000 Fax: 800-448-4026 Gordon's Jewelers A Subsidiary of Zale Corporation 901 West Walnut Hill Lane Irving, TX 75038-1003 972-580-4924 Fax: 972-580-5286 Gravis See: ACCO Brands Inc. Greyhound Lines, Inc. P.O. Box 660362 Dallas, TX 75266-0362 214-849-8000 GTCO Calcomp Eric Timmons, Vice President Digitizers & Scanners 14555 North 82nd Street 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 Stamford Forum Stamford, CT 06904 Toll free: 1-800-643-0997 www.gte.com Guess? Inc. Gabby Rios 1444 South Alameda Street Los Angeles, CA 90021 213-765-3100 Toll free: 1-800-394-8377 Fax: 213-744-0855 www.guess.com Guinness Import Co. Six Landmark Square Stamford, CT 06901-2704 203-323-3311 Toll free: 1-800-521-1591 Fax: 203-359-7209 H H&R Block, Inc. Jennifer Freeman, Director of Client Relations 4400 Main Street Kansas City, MO 64111-9986 816-753-6900 Toll free: 1-800-829-7733 Fax: 816-932-1800 www.hrblock.com Hain Food Group 16007 Camino del Rey Cantera Irwindall, CA 91706-7811 Toll free: 1-800-265-6453 * Hallmark Cards, Inc. Manager of Consumer Affairs P.O. Box 419580 2501 McGee Avenue Kansas City, MO 64141-9580 816-274-5111 Toll free: 1-800-425-6275 Toll free: 1-800-425-5627 www.hallmark.com * Hanes Hosiery (Division of Sara Lee Corp.) Carol Brown, Manager, Consumer Relations 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. 400 Plaza Drive Secaucus, NJ 07094 201-271-4800 * Hasbro, Inc. Consumer Affairs Department P.O. 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@hasboro.com www.hasbro.com * Heinz Frozen Foods P.O. Box 10 Boise, ID 83707 Toll free: 1-800-892-2401 www.oreida.com * Heinz U.S.A. Manager P.O. Box 57 Pittsburgh, PA 15230 412-237-5740 Fax: 412-237-4230 * Helene Curtis Consumer Services 800 Sylvan Avenue Englewood Cliffs, NJ 07632 Toll free: 1-800-621-2013 Toll free: 1-800-782-8301 www.unilever.com * Hershey Food Corp. Mindy Soloman, Supervisor 100 Crystal A Drive Hershey, PA 17033 717-534-6799 www.hersheys.com Hertz Corp. Jeff Hauser, Manager 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, Customer Advocacy Manager P. O. Box 10301 Palo Alto, CA 94303 650-857-1501 Fax: 650-813-3254 E-mail: francesca_rude@hp.com www.hp.com * Hillshire Farm & Kahn's Consumer Affairs - Sara Lee Corp 3241 Spring Grove Avenue PO Box 25111 Cincinnati, OH 45225 Toll free: 1-800-328-2426 Fax: 513-853-1626 www.hillshirefarm.com * Hilton Hotels Corp. Bill Brooks, Vice President 9336 Civic Center Drive Beverly Hills, CA 90210 310-278-4321 Fax: 310-205-4437 E-mail: billbrooks@hilton.com www.hilton.com Home Depot, Inc. Steve Sapsford, Manager 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 Drive St. Petersburg, FL 33729 727-872-1000 Toll free: 1-800-284-3900 Fax: 727-572-8854 Hometouch Mortgage Daniel Thiel, Vice President 333 W. Wacker Drive Ste 1410 Chicago, IL 60606 312-263-4663 Toll free: 1-888-824-4663 Fax: 877-325-4663 E-mail: dthiel2425@aol.com www.hometouchmortgage.com Hoover Co. Larry Calder, Manager of Consumer Response Center 101 East Maple North Canton, OH 44720 330-499-9499 Toll free: 1-800-944-9200 Fax: 330-497-5065 * Hormel Foods Co. Rochelle Kroc, Manager of Consumer Response 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 Avenue Phoenix, AZ 85017 602-264-9164 Fax: 602-264-7633 Huffy Bicycle Co. Consumer Relations 401 Pleasant Valley Drive Springboro, OH 45060 Toll free: 1-800-872-2453 Fax: 513-704-5980 www.huffy.com Humana Inc. 500 West Main Street 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 Romano, Director, Quality Assurance 200 West Madison Street 30th Floor Chicago, IL 60606 312-750-1234 Toll free: 1-800-228-3336 Fax: 402-593-5151 www.hyatt.com I * IBM Computers 1500 Riveredge Parkway Atlanta, GA 30328 919-517-2480 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 New Orchard Road Armonk, NY 10504 Toll free: 1-800-IBM-4YOU (426-4968) TDD/TTY toll free: 1-800-426-4832 Fax: 520-799-4541 E-mail: askibm@vnet.ibm.com www.ibm.com Improvements (Division of Hanover Direct, Inc.) 23297 Commerce Park Beachwood, OH 44122 Toll free: 1-800-642-2112 (customer service) Fax: 513-704-5980 Inglenook Vinyards Consumer Relations 12667 Road 24 Madera, CA 93639 Toll free: 1-800-726-4422 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 International Dairy Queen, Inc. Dean Peters, Communications Department Manager P.O. Box 39286 7505 Metro Blvd. Minneapolis, MN 55439-0286 612-830-0200 Fax: 612-830-0480 www.dairyqueen.com Iomega 1821 West Iomega Way Roy, UT 90467 801-778-1000 (headquarters) 801-778-5875 (technical support, 8-12 MST) 801-629-7629 Toll free: 1-800-450-5522 Toll free: 1-888-4-IOMEGA (446-6342) Fax: 801-779-5632 www.iomega.com J J. Baker, Inc. Mark Beaudouin, First Vice Pres. and Gen. Counsel, Secretary 555 Turnpike Street Canton, MA 02021 781-828-9300 Fax: 781-821-0614 Jackson & Perkins Nursery Stock Manager 2518 South Pacific Highway Medford, OR 97501 Toll free: 1-800-872-7673 Fax: 800-242-0329 Jameson Hospitality, LLC Viola Johnson, Guest Services Manager Jameson Inns & Signature Inns 8 Perimetse Center East Suite 8050 Atlanta, GA 30346 770-901-9020 Fax: 770-901-9550 E-mail: vjohnson@jamesoninns.com www.jamesoninns.com * JCPenney Co., Inc. See: Eckerd Corporation Joan McComb, Corporate Customer Relations Manager P.O. Box 10001 Dallas, TX 75301-7303 972-431-1000 Fax: 972-431-9140 www.jcpenney.com * Jenn Air-Maytag Appliance Sales Company 240 Edwards Street 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 Jockey International, Inc. 2300 60th Street P.O. Box 1417 (53141-1417) Kenosha, WI 53140 260-658-8111 Fax: 260-658-1812 www.jockey.com * John Hancock Mutual Insurance Co. P.O. 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 Appleseed's, Inc. 30 Tozar Road Beverly, MA 01915 978-922-2040 Toll free: 1-800-767-6666 Fax: 800-755-7557 Johns-Manville Corporation P.O. 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 Johnson Publishing Co., Inc. Martha Davis 820 South Michigan Avenue Chicago, IL 60605 312-322-9200 (written complaints only) Jordache Enterprises, Inc. 1411 Broadway New York, NY 10018 212-944-1330 * Joseph E. Seagram & Sons, Inc. Gerri Stuckey 800 3rd Avenue New York, NY 10022 212-572-1282 Fax: 212-572-1264 * Jostens 148 E Broadway Owatonna, MN 55060 507-455-6100 Toll free: 1-800-854-7464 www.jostens.com * Just Born, Inc Donna Burkit, Manager, Customer Service & Distribution 1300 Stefko Blvd Bethlehem, PA 18017 610-867-7568 Toll free: 1-800-445-5787 Fax: 1-800-543-4981 E-mail: dburkit@justborn.com * Just My Size Clothing Co. (Sara Lee Corp) Carol Brown, Manager, Consumer Relations Hanes Hosiery PO Box 1938 401 Hanes Mill Rd Winston Salem, NC 27105 Toll free: 1-888-567-3487 * JVC Company of America Michael Colicchio, National Customer Relations Manager 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 K K-III Magazines 745 Fifth Avenue New York, NY 10151 212-745-0100 * Kawasaki Motor Corp., U.S.A. P.O. Box 25252 Santa Ana, CA 92799-5252 949-770-0400 Fax: 949-460-5629 www.kawasaki.com * Keebler Company Consumer Affairs PO Box 1037 Elmhurst, IL 60126 630-833-2900 Fax: 630-833-6961 www.keebler.com * Kellogg Company Consumer Affairs P.O. 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 * Kemper Insurance Companies Nancy Brebner, Customer Relations Manager 1 Kemper Drive C-3 Long Grove, IL 60049 847-320-3237 Toll free: 1-800-833-0355 www.kemperinsurance.com Kenner See: Hasbro, Inc. * Kenner Products Consumer Affairs Department P.O. Box 200 Pawtucket, RI 02862 1-800-242-7276 (headquarters) Toll free: 1-800-327-8264 Fax: 401-431-8082 E-mail: consumer_support@hasboro.com www.hasbro.com Kensington See: ACCO Brands Inc. Kensington Technology Group 2855 Campus Drive San Mateo, CA 94403 650-572-2700 Toll free: 1-800-535-4242 Fax: 650-572-9675 www.kensington.com Keytronic Corporation P.O. 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, Director, Consumer Services 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 P.O. 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 Supervisor Consumer Relations 1920 West 114th Street Cleveland, OH 44212 216-228-2400 216-228-2403 Toll free: 1-800-494-8586 Fax: 216-529-6164 E-mail: consumer@kirbywhq.com www.kirby.com * K-mart Corp. David Easterbrook, Vice Pres. Customer Service 3100 West Big Beaver Road Troy, MI 48084 248-643-1000 Toll free: 1-800-635-6278 Fax: 248-614-1970 Kohl's Corp Customer Service N. 56 W 17000 Ridgewood Drive Menomonee Falls, WI 53051 262-703-7000 Toll free: 1-800-694-2674 Fax: 262-703-6198 E-mail: customerservice@kohls.com www.kohls.com Kohler Co. Alan Wilson, Manager 444 Highland Drive 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, Manager 1 Kraft Court Glenview, IL 60025 Toll free: 1-800-323-0768 Fax: 847-646-7853 www.kraftfoods.com * Kroger Co. Judy Holland, Manager 1014 Vine Street Cincinnati, OH 45202 513-762-1589 Toll free: 1-800-632-6900 Kyocera Optics, Inc. 2301-200 Cottontail Lane Somerset, NJ 08873 732-560-0060 Toll free: 1-800-526-0266 Fax: 732-560-9221 www.yasmica.com L * Land O'Lakes, Inc. Lydia Botham, Consumer Affairs Manager P.O. Box 64101 St. Paul, MN 55164-0101 651-481-2128 Toll free: 1-800-328-4155 Fax: 651-481-2959 E-mail: lboth@landolakes.com www.landolakes.com Land's 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, Vice President 701 Fifth Street P.O. Box 151 Altavista, VA 24517 804-369-5641 Fax: 804-369-3677 www.lanefurniture.com * La-Z-Boy Inc. Beth Rupp, Supervisor of Consumer Services 1284 North Telegraph Road Monroe, MI 48162-3309 734-242-1444 E-mail: cservice@la-z-boy.com www.la-z-boy.com Lee Apparel 9001 West 67th Street Merriam, KS 66202 913-384-4000 * L'eggs Products (Division of Sara Lee Corp.) Carol Brown, Manager, Consumer Relations 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, Senior Manager Consumer Affairs 555 Taylor Road PO Box 1600 Enfield, CT 06083-1600 Toll free: 1-800-422-5346 Fax: 860-763-7754 www.lego.com Leichtung Workshops, Inc. 5604 Alameda Place, NE Albuquerque, NM 87113 216-831-6191 Toll free: 1-800-321-6840 Fax: 505-821-7331 Lennox Industries, Inc. Bob Schjerven, President & COO P.O. Box 799900 Dallas, TX 75379-9900 972-497-5000 Fax: 972-497-5299 www.davelennox.com * Lever Brothers Co. Consumer Services 800 Sylvan Avenue Englewood Cliffs, NJ 07632 Toll free: 1-800-598-1223 Toll free: 1-800-598-5005 www.unilever.com * Levi Strauss & Co. 1155 Battery Street San Francisco, CA 94111 Toll free: 1-800-USA-LEVI E-mail: www.levi.com Levolor Home Fashion 4110 Premier Drive High Point, NC 27265 336-812-8181 Toll free: 1-800-LEVOLOR www.lev.com Lexmark International 740 New Circle Road Bldg. 004-2 Lexington, KY 40550 606-232-3000 Fax: 606-232-2873 www.lexmark.com * Liberty Mutual Insurance Group Krista Young, Senior Consumer Affairs Consultant 175 Berkeley Street 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 * Lincoln Electric Co. John Sichko, Acting Service Manager 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 Street 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 Silver's Restaurants Inc. Bruce Hinton, Senior Director P.O. Box 11988 101 Yorkshire Drive Lexington, KY 40579-1988 606-388-6000 606-388-6300 E-mail: bhinton@lgsilvers.com www.ljsilvers.com * L'Oreal Cosmetics Division of Cosmair, Inc. P.O. Box 98 Westfield, NJ 07091-9987 Toll free: 1-800-332-2036 Toll free: 1-800-631-7358 (L'Oreal Hair) Fax: 732-499-2599 * Los Angeles Times Times Mirror Square Los Angeles, CA 90053 213-237-5000 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 M Macromedia, Inc. 600 Townsend Street 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 * Macy's East Customer Service 151 West 34th Street New York, NY 10001 212-695-4400 Toll free: 1-800-526-1202 www.macys.com Macy's West 50 O'Farrell Street San Francisco, CA 94102 Toll free: 1-800-877-2655 www.macys.com * Magic Chef-Maytag Appliance Sales Company 240 Edwards Street Cleveland, TN 37311 Toll free: 1-800-688-1120 TDD toll free: 1-800-688-2080 * Mannington Mills, Inc. Consumer affairs Department P.O. 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 Street Atrium 3 North Buffalo, NY 14273 716-841-1000 Fax: 716-841-2547 * Marriott Corp. One Marriott Drive Washington, DC 20058 Toll free: 1-800-535-4028 (guest relations) Fax: 402-390-1698 www.marriott.com Massachusetts Mutual Insurance Co. Brad Hoffman, Asst. Vice President, Compliance Customer Relations 1295 State Street Springfield, MA 01111 413-744-6165 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) P.O. 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, Director, Worldwide Consumer Affairs 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 North 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, Senior Vice President 611 Olive Street St. Louis, MO 63101 314-342-6300 Fax: 314-342-3038 www.maycompany.com * Maybelline, Inc. Division of Cosmair Inc P.O. Box 1010 Clark, NJ 07066-1010 Toll free: 1-800-944-0730 Mayflower Transit, Inc. P.O. Box 26150 Fenton, MO 63026-1350 636-326-3100 Toll free: 1-800-428-1234 * Maytag Appliance Sales Company 240 Edwards Street Cleveland, TN 37311 Toll free: 1-800-688-9900 TDD toll free: 1-800-688-2080 www.maytag.com * McCormick & Co., Inc. Laurie Harrsen, Manager 211 Schilling Circle Hunt Valley, MD 21031 410-527-8753 Toll free: 1-800-632-5847 Fax: 410-527-6005 www.mccormick.com * McCrory Stores, Inc. Gregory Pepple, Tax Director 12 West Market Street PO Box 15036 York, PA 17405-7036 717-679-4135 Fax: 717-699-4194 E-mail: gdpepple@aol.com * McDonald's Corp. Beth Petersohn, Manager Kroc Drive Oak Brook, IL 60523 630-623-6198 www.McDonalds.com * McGraw-Hill, Inc. Customer Service Manager 1221 Avenue of the Americas New York, NY 10020 Toll free: 1-800-262-4729 Fax: 614-759-3641 www.books.mcgraw-hill.com * + MCI WorldCom Annette Cleckner, Senior Manager 1200 South Hayes Street 11th Floor Arlington, VA 22202 Toll free: 1-800-677-6580 www.mci.com * McKee Foods Corp. P.O. Box 750 Collegedale, TN 37315 Toll free: 1-800-522-4499 Fax: 423-238-7150 * McKesson Water Products Co. Mike Lindop Riley, Vice President Manufacturing 3280 East Foothill Blvd., #400 Pasadena, CA 91109 818-585-1000 Toll free: 1-800-4WATERS Fax: 818-585-8553 Mercruiser 3003 North Perkins Road Stillwater, OK 74075 405-377-1200 Fax: 405-743-6560 Melitta USA, Inc. Yvette Harris, Manager 13925 58th Street North Clearwater, FL 34624 727-535-2111 Toll free: 1-888-635-4882 Fax: 727-530-7870 Mellon Financial Corp. Paul Beideman, Executive Vice President One Mellon Bank Center Room 5135 Pittsburgh, PA 15258-0001 412-234-8552 Fax: 412-236-1818 The Mentholatum Co., Inc. Consumer Affairs Representative 707 Sterling Drive Orchard Park, NY 14127 716-882-7660 Toll free: 1-800-688-7660 Fax: 716-677-9531 www.mentholatum.com * + Merck Medco Managed Care, L.L.C. Patricia Royer, Vice President Consumer Affairs 100 Parsons Pond Drive Franklin Lakes, NJ 07417 201-269-5953 E-mail: patricia-royer@merck.com www.merck.com Mercury Marine P.O. Box 1939 Fond Du Lac, WI 54936-1939 920-929-5040 Fax: 920-929-5893 Merrill Lynch, Pierce, Fenner & Smith Jan Shaffer PO Box 9084 Princeton, NJ 08543-9084 609-282-6920 * Mervyn's Colleen Dahle-Hong, Senior Paralegal 22301 Industrial Blvd. Hayward, CA 94541 510-727-5208 * + Metropolitan Life Insurance Co. Rebecca Greene, Assistant Vice President One Madison Avenue Area 7B New York, NY 10010 212-578-5044 Toll free: 1-800-638-5000 Toll free: 1-800-638-5433 Fax: 212-685-8042 E-mail: rgreene@metlife.com www.metlife.com * + Michelin North America, Inc. P.O. Box 19001 Greenville, SC 29602 Toll free: 1-800-847-3435 www.michelin.com Michigan Bulb Co. John Milian, Customer Service Manager 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 206-635-7000 (Windows 95 Support) www.microsoft.com Mid-Michigan Surgical Supply 595 North Avenue Battle Creek, MI 49017 616-962-9541 Toll free: 1-800-445-5820 Fax: 616-926-9650 * Midas International Corp. Jim Crum, Manager 1300 Arlington Heights Rd Itasca, IL 60143 Toll free: 1-800-621-0144 Fax: 800-450-2207 Miles Kimball Co. Mary Courtois, Customer Service Manager 41 West 8th Avenue Oshkosh, WI 54906-0002 920-231-1992 TDD: 920-231-5506 Fax: 920-231-6915 * The Milnot Company Jean Sellberg, Manager, Consumer Services 100 South Fourth Street 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 Consumer Affairs Department PO Box 200 Pawtucket, RI 02862 413-525-6411 (headquarters) Toll free: 1-888-836-7025 Fax: 401-431-8082 E-mail: consumer_support@hasboro.com www.hasbro.com * Minolta Corp. Peter Longueira, National Customer Service Manager Consumer Products Group 101 Williams Drive Ramsey, NJ 07446 201-825-4000 www.minoltausa.com Minwax/Sherwin-Williams 10 Mountain View Road 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, Consumer Response Manager 800 High Street Hackettstown, NJ 07840 908-852-1000 Toll free: 1-800-222-0293 E-mail: lesleyverdi@effem.com www.m-ms.com * Mobil Oil Corp. Otis Williams, Customer Relations Manager 3225 Gallows Road Fairfax, VA 22037 Toll free: 1-800-662-4592 Mobil Oil Credit Corp. R.D. Bahr, Credit Services Manager 11300 Corporate Avenue Lenexa, KS 66219-1385 Toll free: 1-800-225-9547 Fax: 703-846-6002 Monet Group Inc. Crystal Brand Jewelry Group 3400 Pawtucket Ave., East Providence, RI 02860 401-434-4500 * Monsanto Co. 800 North Lindbergh Blvd. St. Louis, MO 63167 314-694-1000 www.monsanto.com Montgomery Ward Customer Service 535 West Chicago Avenue Chicago, IL 60671 312-467-2000 Fax: 312-467-2175 * Morgan Stanley, Dean Witter, Discover & Co. 2 World Trade Center 66th Floor New York, NY 10048 Toll free: 1-800-733-2307 * Morton International 100 North Riverside Plaza Chicago, IL 60606 312-807-2693 Fax: 312-807-2899 www.morton.com * Motts, Inc. P.O. Box 3800 Stamford, CT 06905 203-968-7500 Toll free: 1-800-426-4891 www.motts.com Movado Group, Inc. Holly Russo, Director 125 Chubb Avenue Lyndhurst, NJ 07071 201-460-4800 Fax: 201-460-3832 www.vizio.com (for Vizio watches) Mutual Life Insurance Company of New York (MONY) 1740 Broadway New York, NY 10019 212-708-2000 Toll free: 1-800-487-6669 (D.I./Life/Medical) www.mony.com Mutual of Omaha Insurance Co. Elizabeth Powell, Vice President 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 N * Nabisco Foods Group Sandra Lowe, Manager, Response Center Department: Consumer & Scientific Affairs 100 DeForest Avenue East Hanover, NJ 07936 Toll free: 1-800-NABISCO Fax: 973-503-2202 www.nabiscoworld.com National Amusements, Inc. William Towey, Senior Vice President 200 Elm Street Dedham, MA 02026 781-461-1600 Fax: 781-326-6899 * National Car Rental System, Inc. Regina Barr, Manager, Customer Services 7700 France Avenue South Minneapolis, MN 55435 612-893-6480 Toll free: 1-800-468-3334 Fax: 612-830-2936 E-mail: barrr@nationalcar.com National Presto Industries, Inc. Randy Lieble, Treasurer 3925 North Hastings Way Eau Claire, WI 54703-3703 715-839-2121 Fax: 715-839-2122 * Natonal Fuel Gas Company Quality Assurance department 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 Drive Suite C El Cajon, CA 72020-1130 619-212-3000 Toll free: 1-800-458-0300 Near East Food Products (Division of Quaker Oats) 321 N. Clark Street Leominster, MA 01453 312-222-7111 www.quakeroats.com * Neiman-Marcus P.O. Box 729080 Dallas, TX 75372 214-761-2660 Toll free: 1-800-685-6695 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.nestlusa.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 Street 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, President 501 Boylston Street Boston, MA 02116 617-578-2810 Fax: 617-578-5511 New York Magazine (Division of Pre-Media) 444 Madison Avenue New York, NY 10022 212-508-0700 New York Times Co. Steph Jespersen, Manager 229 West 43rd Street New York, NY 10036 212-556-7173 Newport News, Inc. George Ittner, President and CEO 5000 City Line Road Hampton, VA 23661 757-827-7010 Fax: 757-825-4106 Newsweek, Inc. P.O. Box 59967 Boulder, CO 80322 Toll free: 1-800-631-1040 (subscriber service) Fax: 201-335-5971 Nexxus Products Co. P.O. 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. Lynda Danovitz, Director, Customer Service Training Dey's Centennial Plaza PO Box 5300 Syracuse, NY 13250-5300 315-460-7015 Fax: 315-460-7147 E-mail: danovitzl@nimo.com www.nimo.com * Nike, Inc. Nike/World Campus 1 Bowerman Drive Beaverton, OR 97005-6453 503-671-6453 Toll free: 1-800-344-6453 E-mail: 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, Manager 1010 Washington Blvd. P.O. Box 120015 Stamford, CT 06912-0015 Toll free: 1-800-243-7884 Fax: 203-975-1812 * Northwest Airlines C6590 5101 Northwest Drive 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. Thomas Towers, Director of Public Relations 720 East Wisconsin Avenue Milwaukee, WI 53202 414-299-7179 Fax: 414-299-2463 www.northwesternmutual.com * Norwegian Cruise Line Alice Cain-Moore, Manager Guest Relations 7665 Corporate Center Drive Miami, FL 33126 305-436-4000 Toll free: 1-800-327-7030 * Novartis Consumer Health, Inc. 560 Morris Avenue Building F Summit, NJ 07901-1312 Toll free: 1-800-452-0051 (Over-the-counter products) Fax: 908-598-7583 www.novartis.com Novartis Crop Protection 410 Swing Road Greensboro, NC 27409 336-632-6000 Toll free: 1-800-334-9481 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, Director of Consumer Relations Madison and Redbank Roads Cincinnati, OH 45227 513-527-5231 Fax: 513-527-5122 E-mail: ask@nutone.com www.nutone.com * The NutraSweet/Equal Co. P.O. Box 2986 Chicago, IL 60654-0986 Toll free: 1-800-321-7254 (NutraSweet) Toll free: 1-800-323-5316 (Equal) www.equal.com; www.nutrasweet.com O * Okidata Toll free: 1-800-OKIDATA (654-3282 24 hours a day, 7 days a week) Olan Mills, Inc. Kim Harris, Director 4325 Amnicola Highway P.O. 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, Manager 2 Corporate Center Drive 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 Carl Jackson, Manager 2170 Piedmont Road, NE Atlanta, GA 30324 404-329-7400 Toll free: 1-800-346-7546 Fax: 404-633-2315 * Ortho, Roundup and Greensweep Ed Billmaier, Director Consumer Service 14111 Scottslawn Road Marysville, OH 43041 Toll free: 1-800-225-2883 www.ortho.com Orville Redenbacher P.O. Box 4800 Fullerton, CA 92834 714-680-1431 OSCO Drugs, Subsidiary of American Stores P.O. 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, Director 100 Sea Horse Drive Waukegan, IL 60085 847-689-6200 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 P * Pac-Fab, Inc. Hugh D. Smith, Director of Customer Support 1620 Hawkins Ave Sanford, NC 27330 919-774-4151 919-775-4206 Fax: 919-775-1127 www.pacfab.com * Pacific Bell Eva Holding, Director Regulatory & Excutive Customer Relations 140 New Montgomery Street San Francisco, CA 94015 Toll free in CA: 1-800-791-6661 Toll free: 1-800-697-6500 (nationwide) PaineWebber Inc. Client Relations 1000 Harbor Blvd. 7th Floor Weehawken, NJ 07087 201-902-4936 Toll free: 1-800-354-9103 Fax: 201-902-5795 Paper Direct, Inc See: Current, Inc. * Paramount Cards Inc Customer Service 400 Pine Street Pawtucket, RI 02860 410-726-0800 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 Street Pella, IA 50219 515-628-1000 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, Manager 1 Pepsi Way Somers, NY 10589-2201 Toll free: 1-800-433-2652 Fax: 914-767-6177 www.pepsico.com * Perdue Farms Stephanie Burton, Consumer Relations Coordinator P.O. 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 Avenue Greenwich, CT 06830 203-531-4100 Fax: 203-863-0256 * Pfizer Inc. 235 East 42nd Street New York, NY 100175755 (212) 573-2323 www.pfizer.com * Pharmacia and UpJohn Corp. 7000 Portage Road Kalamazoo, MI 49001 Toll free: 1-800-253-8600 www.pnu.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, Supervisor Consumer Affairs 120 Park Avenue New York, NY 10017 917-663-2883 Toll free: 1-800-343-0975 Fax: 917-663-5362 www.philipmorris.com * Philips Lighting Company Toni Hoffman, Corporate Quality Analyst 200 Franklin Square Drive 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 * The Pillsbury Company MS 2866 200 South 6th Street Minneapolis, MN 55402 612-330-4966 Toll free: 1-800-767-4466 www.pillsbury.com Pioneer Electronics Service, Inc. Manager, Customer service P.O. 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 Street New Haven, CT 06511 203-784-2200 Fax: 203-784-2408 Playskool See: Hasbro, Inc. * Playskool (Division of Hasbro) Consumer Affairs Department P.O. Box 200 Pawtucket, RI 02862 800-242-7276 (Headquarters) Toll free: 1-800-752-9755 (Consumer Affairs) Fax: 401-431-8082 E-mail: consumer_support@hasboro.com www.hasbro.com * Playtex Apparel, Inc. Patti Rossi, Manager Consumer Affairs P.O. Box 631 MS 1526 Dover, DE 19903-0631 302-674-6000 302-674-6381 Toll free: 1-800-537-9955 Fax: 302-674-6022 * Polaroid Corp. 201 Burlington Road 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. DeCarla Mittman, Consumer Relations Manager 4100 Beachwood Drive Greensboro, NC 27410 Toll free: 1-800-775-7656 Fax: 910-632-9097 * Price Chopper Supermarkets Joanne R. Gage, Vice President, Consumer Marketing Services 501 Duanesburg Road Schenectady, NY 12306 518-356-9480 518-355-5000 Toll free: 1-800-666-7667 Fax: 518-356-9595 E-mail: joannegage@pricechopper.com www.pricechopper.com Primedia Consumer Magazines 745 Fifth Avenue New York, NY 10151 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 P.O. Box 599 Cincinnati, OH 45201-0599 513-945-8787 (Toll free nos. appear on all labels) www.pg.com Proteon 9 Technology Drive 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 Carol Wessolock Prudential Plaza, 24th Floor 751 Broad Street Newark, NJ 07102 201-802-6000 Toll free: 1-800-837-3645 Fax: 201-622-4729 Prudential Property & Casualty Co. 23 Main Street P.O. 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 New York Plaza New York, NY 10292 Toll free: 1-800-367-8701 Fax: 212-778-2899 * Publishers Clearing House Christopher Irving, Director 382 Channel Drive Port Washington, NY 11050 516-883-5432 Toll free: 1-800-337-4724 Fax: 516-883-5769 Q * Quaker Oats Co. P.O. Box 049001 Chicago, IL 60604-9001 Check product package for toll-free number or call: 312-222-7111 www.quakeroats.com Quantum Corp. 525 Sycamore Street Milpitas, CA 95035 Toll free: 1-800-826-8022 Quark, Inc. 1800 Grant Street 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 R * 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 Street Santa Ana, CA 92704 714-751-2008 Toll free: 1-800-827-3998 Fax: 714-751-5522 www.maginnovision.com * Readers Digest Association, Inc. Carole Costello, Manager Training & Customer Care 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 & Colman Inc See: Reckitt Benckiser Inc. * Reckitt Benckiser Inc. 1655 Valley Road Wayne, NJ 07470 Toll free: 1-800-228-4722 Fax: 973-686-7270 The Regina Corporation, Division of Ventura P.O. Box 638 Long Beach, MS 39560 Toll free: 1-228-867-8507 Fax: 800-235-8750 * Reliance Insurance Co. Cass Carroll, Director of Consumer Relations Three Parkway Philadelphia, PA 19102-1376 215-864-4445 Toll free: 1-800-441-1652 Fax: 215-864-4640 E-mail: cass.carroll@relianceinsurance.com Remington Arms, (Division of DuPont Co.) 870 Remington Drive P.O. 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 Street Bridgeport, CT 06004 203-367-4400 Toll free: 1-800-736-4648 www.remington-products.com Rhone-Poulenc Rorer Pharmaceuticals Inc. 500 Arcola Road Collegeville, PA 19426 610-454-8000 www.rpr.rpna.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, Customer Satisfaction Call Center Manager 33 East Minor Street Emmaus, PA 18098 Toll free: 1-800-848-4735 Fax: 610-967-8964 Rolex Watch U.S.A. Inc. Gregory Kras, Service Manager 665 Fifth Avenue 5th Floor New York, NY 10022 212-758-7700 Fax: 212-980-2166 Roto-Rooter Corp. Larry Rothman, Director of Business Development 300 Ashworth Road West Des Moines, IA 50265 515-223-1343 Fax: 515-223-6109 E-mail: lrothman@rvsc.com www.roto-rooter.com Royal Oak Sales, Inc. Shannon Busby, Marketing Coordinator 1 Royal Oak Avenue Roswell, GA 30076 678-461-3200 Toll free: 1-800-241-3955 Fax: 678-461-3233 Royal Silk Office Manager 800 31st Street Union City, 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 Carol Yanone, Group Manager P.O. Box 020816 Miami, FL 33102-0816 Toll free: 1-800-327-7777 Fax: 305-593-4463 S * Safeway Inc. Debra Lambert, Public Affairs Director 5918 Stoneridge Mall Road Pleasanton, CA 94588-3229 925-467-3000 www.safeway.com Saks Fifth Avenue Don Harrison, Manager of Corporate Customer Relations 12 East 49th Street 3rd Floor New York, NY 10021 212-940-5027 Toll free: 1-800-239-3089 Fax: 212-940-5031 Samsonite Corporation 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 Sanyo Fisher Co. 1411 West 190th St., #700 Gardena, CA 90248 Toll free: 1-800-421-5013 E-mail: custreld@sanyoservice.com www.sanyoservice.com * Sara Lee Corp Carol Brown, Manager, Consumer Relations Leggs 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: State Fair Foods, Inc., Hanes Hosiery, L'eggs Products, Bali, Just My Size Clothing * 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, Director 1525 Howe Street Racine, WI 53403 414-260-2000 Toll free: 1-800-558-5252 Fax: 414-260-4805 www.scjohnsonwax.com * Schering-Plough HealthCare Products, Inc. Don Levine, Director, Product Safety & Consumer Relations 3030 Jackson Avenue Memphis, TN 38151-0001 901-320-2998 Toll free: 1-800-842-4090 Fax: 901-320-2954 * The Scotts Company Edward Billmaier, Director, Consumer Services 14111 Scottslawn Rd Marysville, OH 43041 Toll free: 1-800-543-8783 Scotts Miracle-Gro Products, Inc. Rose Zosuls 800 Port Washington Blvd. Port Washington, NY 11050 516-883-6550 Toll free: 1-800-645-8166 Fax: 516-883-6563 www.miracle-gro.com Scudder Kemper Investments, Inc. 345 Park Avenue New York, NY 10154 Toll free: 1-800-225-5163 Seagate Technology, Inc. 920 Disc Drive 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 SeaPak See: Rich-Seapak Corporation * Sears Merchandise Group National Customer Relations Manager 3333 Beverly Road 731-CR Hoffman Estates, IL 60179 847-286-2500 Toll free: 1-800-549-4505 Fax: 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 Street San Diego, CA 92101-3017 Toll free: 1-877-273-6772 E-mail: Dkline@sempra.com www.sempra.com Serta, Inc. 325 Spring Lake Drive Itasca, IL 60143 630-285-9300 Toll free: 1-800-426-0371 Fax: 630-285-9330 www.serta.com * Sharp Electronics Corp. Dorothy Scott, National Manager 1300 Naperville Drive Romeoville, IL 60446 Toll free: 1-800-237-4277 www.sharp-usa.com The Sharper Image 650 Davis Street San Francisco, CA 94111 Toll free: 1-800-344-5555 Fax: 415-391-1584 www.sharperimage.com Shell Oil Co. P.O. Box 2463 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 Avenue, NW Cleveland, OH 44115-1075 216-566-2151 Toll free: 1-800-4SHERWIN (474-3794) Fax: 216-566-1660 E-mail: painttutor@sherwin.com www.sherwin-williams.com Shoney's Inc. 1717 Elm Hill Pike Nashville, TN 37210 615-391-5201 Toll free: 1-800-522-9200 Fax: 615-231-1604 Showtime Networks Inc. Nancy Glauberman, Senior Vice President 1633 Broadway 17th Floor New York, NY 10019 212-708-1600 Fax: 212-708-1212 www.sho.com * Simmons Company. Deborah L. Slaughter, Manager Customer Assistance P.O. Box 2768 Norcross, GA 30091-2768 770-798-9660 Fax: 770-613-5539 Simon and Schuster Rick Bates, Vice President 200 Old Tappan Road Old Tappan, NJ 07675 201-767-5000 Fax: 201-767-4017 E-mail: rickbates@prenhall.com Simple Technology 3001 Daimler Street Santa Ana, CA 92705 Toll free: 1-800-847-4675 The Singer Corporation Becky Marshall, Manager 4500 Singer Road Murfreesboro, TN 37129 Toll free: 1-800-474-6437 www.singerco.com Slim-Fast Foods Co. 777 South Flagler Drive West Tower, Suite 1400 West Palm Beach, FL 33401 561-833-9920 Fax: 561-223-1248 Smith Barney 388 Greenwich Street 20th Floor New York, NY 10013 212-816-6000 Fax: 212-723-2184 Snapper, Inc. 535 Macon Road McDonough, GA 30253 770-954-2500 770-957-9141 Fax: 770-957-7981 www.snapper.com * Snapple Beverages 333 West Merrick Road Valley Stream, NY 11580 Toll free: 1-800-Snapple (762-7753) Sonesta International Hotels Corp. Steffanie Sonnabend, President 200 Clarendon Street 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, VP Consumer Relations & Rapid Rewards Love Field P.O. Box 36647 Dallas, TX 75235-1647 214-792-4223 TDD toll free: 1-800-435-9792 (reservations) Spanish 1-800-826-6667 Fax: 214-792-5099 www.southwest.com Spalding Sports Worldwide/Top Flite Professional Golf Manager 425 Meadow Street P.O. Box 901 Chicopee, MA 01021-0901 413-536-1200 Toll free: 1-800-225-6601 Fax: 413-322-2673 www.sports@spalding.com Speigel Catalog, Inc. John Jelinek, Divisional Vice President, Customer Relations 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 787 7th Avenue New York, NY 10019 212-903-2100 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 * Stanley Hardware (Division of the Stanley Works) Jack Gauthier, Marketing Manager 480 Myrtle Street 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 www.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. Terry Vandewater, Director, Public Affairs P.O. Box 1942 Boston, MA 02105 Toll free: 1-800-767-7772 Fax: 617-770-6033 www.virtual-valley.com/stopandshop Storage Dimensions 1656 MacArthur Blvd. Milpitas, CA 95035 408-954-0710 Fax: 408-944-1200 Sunbeam/Oster Household Products P.O. Box 948389 Orlando, FL 32794-8389 Toll free: 1-800-597-5978 Fax: 1-800-478-6737 www.sunbeam.com Sunset Magazine P.O. Box 56656 Boulder, CO 80322 Toll free: 1-800-777-0117 Fax: 303-661-1994 Swatch Watch USA Doug Williams 1817 William Penn Way Lancaster, PA 17604 717-394-7161 Fax: 717-399-2211 Swingline See: ACCO Brands Inc. The Swiss Colony, Inc Customer Service 1112 Seventh Avenue 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 T * 3M 3M Center Building 225-1S-15 St. Paul, MN 55144-1000 651-737-6501 Toll free: 1-800-364-3577 (3M HELP) Toll free: 1-800-713-6329 (Fax) Fax: 651-737-7117 www.3m.com Talbots 175 Beal Street 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 P.O. Box 599 Cinncinati, OH 45301 Toll free: 1-800-523-0014 (Procter & Gamble consumer relations service) Fax: 800-289-3510 www.tampax.com Tandy Corp./Radio Shack Lucille Frey, Director 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 33 South 6th Street P.O. Box 1392 CC-48C Minneapolis, MN 55440 612-304-6000 TDD/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 * Teledyne Water Pik 1730 East Prospect Road Fort Collins, CO 80553-0001 970-484-1352 Toll free: 1-800-525-2774 Fax: 970-221-8298 www.waterpik.com Teleflora 11444 West Olympic 4th Floor Los Angeles, CA 90064 310-231-9199 Toll free: 1-800-421-2815 Fax: 800-232-3811 * Tenneco, Inc. 500 North Field Drive Lake Forest, IL 60045 203-863-1000 Fax: 203-862-1914 www.tenneco.com * Tetley USA Inc. Jessica Pfalzgraf, Consumer Affairs Department P.O. Box 856 100 Commerce Drive 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 MS3962 Dallas, TX 75251 972-917-8324 (technical support) Toll free: 1-800-842-2737 Fax: 972-917-0747 www.ti.com * Thermo Quest Lou Urschel, Director of Quality Service Forma Scientific Division PO Box 649 Nillcreek Road Marietta, OH 45750 740-373-4763 Toll free: 1-800-848-3080 Fax: 740-568-5712 www.forma.com Thompson's Co. (Division of Sherwin-Williams) Midland Bldg 101 Prospect Ave., NW P.O. Box 647 Cleveland, OH 44115 Toll free: 1-800-647-9365 (customer service) www.thompson.waterseal.com Time Inc. 3000 University Center Drive Tampa, FL 33612 813-979-6105 Toll free: 1-800-541-1000 Fax: 813-979-6615 www.time.com Time Warner Inc. 75 Rockefeller Plaza New York, NY 10019 212-484-8000 www.timewarner.com * Timex Corp. P.O. 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 * Tonka Products (Division of Hasbro, Inc.) P.O. Box 200 Pawtucket, RI 02861-0200 Toll free: 1-800-255-5516 Fax: 401-727-5901 www.hasbro.com Tops Friendly Market, Ohio Division Susan Alcorn, Manager, Promotions 17000 Rockside Road Maple Heights, OH 44137-4390 216-518-6720 Fax: 216-518-6022 The Toro Co. Don St. Dennis, Director 8111 Lyndale Avenue South Bloomington, MN 55420 612-888-8801 Toll free: 1-800-348-2424 x4001 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, Consumer Affairs Manager 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 Street 3rd Floor New York, NY 10022 212-758-3265 Toll free outside NY: 1-800-223-1288 * Toys "R" Us Susan Boche, Director Guest Relations 461 From Road Paramus, NJ 07652 201-262-7800 Toll free: 1-888-243-6337 Fax: 201-599-8992 www.toyerus.com Trane/CAC, Inc. 6200 Troup Highway Tyler, TX 57511 903-581-3200 (residential) 608-787-2000 (commercial) www.trane.com TRANS UNION, LLC Regional Consumer Relations Center - East 2 Baldwin Place Crum Lynne, PA 19022 610-546-4600 Fax: 610-546-4605 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 World Airlines, Inc. Susan Ahl, Staff Vice President 1415 Olive Street, 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 Street Chicago, IL 60609 773-869 1234 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 P.O. Box 2353 Orlando, FL 32802-2353 Toll free: 1-800-858-7221 (Referral Center) Fax: 407-847-1897 Turtle Wax, Inc. Patricia Arvidson, Consumer Affairs Supervisor 5655 West 73rd Street 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 * TXU TXU Electric and Gas Company 1601 Bryan Street 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, Manager P.O. 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 * U-Haul International Customer Service P.O. 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 Cosmetics International Calvin Klein Cosmetics Company 350 Clark Drive 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, Manager, Consumer Relations P.O. Box 19001 Greenville, SC 29602-9001 864-458-5000 Toll free: 1-800-521-9796 Fax: 864-458-6650 www.michelin.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 P.O. Box 66100 Chicago, IL 60666 847-700-4000 Fax: 847-700-2214 www.ual.com United States Fidelity & Guarantee Co. (USF&G) 5801 Smith Avenue Baltimore, MD 21209 410-205-3000 www.usfg.com * United Van Lines, Inc. One United Drive 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 US WEST Communications, Inc. P.O. 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/com UST Public Relations 100 West Putnam Avenue Greenwich, CT 06830 203-661-1100 Fax: 203-863-7235 V * + ValueStar Leslie Summers, Community Relations Manager Communications Division 360 22nd Street, 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, Director P.O. Box 14000 Lexington, KY 40512 606-357-7847 Toll free: 1-800-354-9061 Fax: 606-357-7918 or 800-682-6994 www.valvoline.com Viacom, Inc. Karen Zatorski, Vice President 1515 Broadway 52nd Floor New York, NY 10036 212-258-6346 www.viacom.com + Visa USA, Inc. P.O. 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 W 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. Ray Weier, Manager Consumer Relations 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 Street 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. 4519 Edison Avenue Colorado Springs, CO 80915 719-596-3140 Toll free: 1-800-525-9291 Fax: 719-637-4984 Wang Laboratories, Inc. 290 Concord Road Billerca, MA 01821-4130 978-967-5000 Toll free: 1-800-639-9264 Fax: 978-967-0829 * + Warner-Lambert Consumer Group Chip Horner, Director, Consumer Affairs 182 Tabor Road Morris Plains, NJ 07950 973-385-2000 Toll free: 1-800-223-0182 (Non-prescription consumer products) TDD toll free: 1-800-343-7805 Fax: 973-385-6667 www.prodhelp.com Weider Health and Fitness 21100 Erwin Street Woodland Hills, CA 91367 818-884-6800 Fax: 818-704-5734 Weight Watchers Gourmet Food Company P.O. Box 10 Boise, ID 83707 Toll free: 1-800-762-0228 (Weight Watchers frozen entrees and frozen desserts) Toll free: 1-800-488-0050 (The Budget Gourmet frozen entrees, dinners, and side dishes) www.weightwatchers.com Wendy's International, Inc. P.O. 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, Manager of Consumer Information 400 Washington Street West Bend, WI 53095 262-334-2311 Fax: 262-334-6800 www.westbend.com Western Digital 8105 Irvine Center Drive Irvine, CA 92618 Toll free: 1-800-832-4778 (customer support) Toll free: 1-800-275-4932 (customer support) Western Union Financial Services, Inc. Karen Walters, Director 13022 Hollenberg Drive Bridgeton, MO 63044 314-291-8000 Toll free: 1-800-634-1311 Fax: 314-291-5271 E-mail: karen.walters@firstdatacorp.com www.firstdatacorp.com WestPoint Stores Jackie Smith, Consumer Affairs Coordinator P.O. 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 Borbank Road Foothill Ranch, CA 92610 714-699-3900 Fax: 714-583-0715 * Whirlpool Corp. 2303 Pipestone Road Benton Harbor, MI 49022-2427 616-923-7700 Toll free: 1-800-253-1301 Fax: 616-923-7829 www.whirlpool.com * Whitehall-Robins Health Care Carol R. Manley, Assoc. Director P.O. Box 26609 Richmond, VA 23261-6609 Toll free: 1-800-322-3129 http://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 Drive Las Vegas, NV 89144 702-360-7000 Toll free: 1-800-541-1262 Fax: 702-360-7091 Wilson Jones See: ACCO Brands Inc. Winn Dixie Stores, Inc. Mickey Clerc, Director of Public Relations Box B Jacksonville, FL 32203 904-783-5000 www.winn-dixie.com Winnebago Industries Steven Evenson, Service Operations Manager 605 W. Crystal Lake Road P.O. Box 152 Forest City, IA 50436-0152 515-582-6939 Toll free: 1-800-537-1885 Fax: 515-582-6704 E-mail: or@winnabagoind.com www.winnebagoind.com Wrangler P.O. 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, Consumer Affairs Administrator 410 North Michigan Avenue Chicago, IL 60611 312-644-2121 Fax: 312-644-0015 www.wrigley.com WUIP International 5200 Keller Springs Road, Suite 1131 Dallas, TX 75248 972-233-0966 Wyse Technology 3471 North First Street San Jose, CA 95134 408-473-1200 408-435-2770 (service and parts) Fax: 408-473-1222 X * 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 Drive Thousand Oaks, CA 91320 805-376-9200 Fax: 805-376-9100 www.xircom.com/tech Y * Yamaha Motor Corporation Lindsey Foster, Division Manager 6555 Katella Avenue 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. Z Zale Corporation See: Gordon's 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. Acura Customer Relations Department 1919 Torrance Blvd. 500-2S-2A Torrance, CA 90501-2746 Toll free: 1-800-382-2238 Toll free:1-800-594-8500 (roadside assist) Fax: 310-783-3535 www.acura.com Alfa Romeo Distributors of North America, Inc. 7505 Exchange Drive Orlando, FL 32809 407-856-5000 Fax: 407-856-5000 E-mail: info@isuzu.com www.alfa-romeo.com * American Honda Motor Co., Inc. 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 Michigan (except for Upper Peninsula), Indiana, Ohio, Kentucky American Honda Motor Co., Inc. Central Zone 4 Customer Relations Department 101 South Stanfield Road Troy, OH 45373-8010 937-332-6250 Toll free: 1-800-999-1009 Fax: 937-332-1010 www.honda.com American Honda Motor Co., Inc. Mid-Atlantic Zone Customer Relations Department 902 Wind River Lane, Suite 200 Gaithersburg, MD 20878-1974 301-990-2020 Fax: 301-990-6808 www.honda.com Maine, Vermont, New Hampshire, New York State (excluding NY City, its five boroughs, Long Island, Westchester County), Connecticut (excluding Fairfield County), Massachusetts, Rhode Island American Honda Motor Co., Inc. New England Zone 9 Customer Relations Department 555 Old County Road Windsor Locks, CT 06096-0465 860-623-3310 Toll free: 1-800-999-1009 (recalls) Washington, Oregon, Idaho, Montana, Wyoming, North Dakota, South Dakota, Hawaii, Alaska American Honda Motor Co., Inc. Northwest Zone 2 Customer Relations Department 12439 NE Airport Way Portland, OR 97220 503-256-0943 Fax: 503-251-1348 www.honda.com Texas (excluding El Paso), Arkansas (excluding Fayetteville, Bentonville, Fort Smith, Jonesboro), Oklahoma (Lawton, Ardmore), Louisiana, Mississippi American Honda Motor Co., Inc. South Central Zone 3 Customer Relations Department 4529 Royal Lane Irving, TX 75063-2583 972-929-5481 Fax: 972-929-5403 www.honda.com Tennessee, Alabama, Georgia, Florida American Honda Motor Co., Inc. Southeastern Zone 7 Customer Relations Department 1500 Morrison Parkway Alpharetta, GA 30201-2199 770-442-2045 Toll free: 1-800-999-1009 (recalls) Fax: 770-442-2443 www.honda.com Utah, Arizona, Colorado, New Mexico, Nebraska, Kansas, Oklahoma, Nevada, Texas (El Paso) American Honda Motor Co., Inc. West Central Zone 10 Customer Relations Department 1600 South Abilene Street, Suite D Aurora, CO 80012. 303-696-3935 Fax: 303-696-3960 www.honda.com American Honda Motor Co., Western Zone Customer Relations Department 700 Van Ness Blvd Torrence, CA 90509-2260 323-781-4565 www.honda.com American Isuzu Motors, Inc. American Isuzu Motors, Inc (National Headquarters) 13340 183rd Street Cerritos, CA 90702 502-229-5000 www.isuzu.com National Office 13340 183rd Street P.O. Box 6007 Cerritos, CA 90702-6007 Toll free: 1-800-255-6727 Fax: 562-229-5455 www.isuzu.com Connecticut, Maine, Massachusetts, New Hampshire, New Jersey (north of Toms River), New York, Rhode Island, Vermont American Isuzu Motors, Inc. Northeast Regional Office Regional Customer Relations 3 Stewart Court Denville, NJ 07834 973-328-3000 Toll free: 1-800-255-6727 (owner relations) Fax: 973-328-5880 www.isuzu.com Alabama, Florida, Georgia, Mississippi, North Carolina, South Carolina American Isuzu Motors, Inc. Southeastern Region Regional Customer Relations 205 Hembree Park Drive Roswell, GA 30076 770-475-1995 Toll free: 1-800-255-6727 (Owner Relations) Fax: 770-442-8743 www.isuzu.com California, Alaska, Hawaii, Idaho (northern), Nevada, Oregon, Washington American Isuzu Motors, Inc., Western Regional Office Regional Customer Relations One Technology Drive Building I, Suite 821 Irvine, CA 92618 949-788-2700 Toll free: 1-800-255-6727 (Owner Relations) Fax: 949-788-2711 www.isuzu.com American Motors Corp. See: Chrysler Corp. Zone and Corporate Offices * American Suzuki Motor Corp. Customer Relations Department P.O. Box 1100 Brea, CA 92822-1100 714-996-7040, ext. 380 (motorcycles) Toll free: 1-800-934-0934 (automotive only) Fax: 714-524-2512 www.suzuki.com Audi of America, Inc. Client Relations 3800 Hamlin Road Auburn Hills, MI 48326 Toll free: 1-800-822-2834 Fax: 248-340-5140 www.audiusa.com BMW of North America, Inc. 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 482325136 Toll free: 1-800-521-7300 Toll free: 1-800-252-1112 (roadside assistance) TDD toll free: 1-800-832-8425 Fax: 512-356-1021 www.buick.com Cadillac Motor Car Division Customer Assistance Center P.O. 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-TDD-CMCC www.cadillac.com Chevrolet Motor Division, General Motors Corp. Customer Assistance Center P.O. Box 33170 Detroit, MI 482325170 Toll free: 1-800-222-1020 Toll free: 1-800-243-8872 (roadside assistance) TDD toll free: 1-800-TDD-CHEV Fax: 313-556-5108 www.chevrolet.com Daihatsu America, Inc. Consumer Affairs Department 20 Centerpointe Drive Ste 120 La Palma, CA 90623 714-690-4700 Toll free: 1-800-777-7070 Fax: 714-690-4720 * Daimler Chrysler Motors Corp See: Chrysler, Plymouth, Dodge, Jeep Chrysler Customer Center P.O. Box 21-8004 Auburn Hills, MI 48321-8004 Toll free: 1-800-992-1997 Fax: 248-512-8084 www.chryslercorp.com Daimler Chrysler Motors Corporation, New Orleans Office One Galleria Blvd. Metairie, LA 70004 504-833-4800 Ferrari North America Inc. Ferrari North America Inc. Corporate Office 250 Sylvan Avenue Englewood Cliffs, NJ 07632 201-816-2600 Fax: 201-816-2626 E-mail: administrative@ferrari.com www.ferrari.com Ford Motor Company Ford Dispute Settlement Board P.O. Box 5120 Southfield, MI 48086-5120 Toll free: 1-800-688-2429 Customer Assistance Center 16800 Executive Plaza Drive P.O. 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 General Motors Corporation Corporate Affairs/Community Relations 100 Renaissance Center Detroit, MI 48265 313-667-3800 313-556-5000 GMC Truck Division General Motors Corp. GMC Truck Division, General Motors Corp. Customer Assistance Center P.O. Box 436008 Pontiac, MI 48343-6008 Toll free: 1-800-462-8782 TDD toll free: 1-800-462-8583 Honda See: American Honda Motor Co., Inc. Hyundai Motor America Consumer Affairs 10550 Talbert Avenue P.O. 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. * Jaguar Cars, Inc. Customer Relations Department U.S. National Headquarters 555 MacArthur Blvd. Mahwah, NJ 07430-2327 201-818-8500 Toll free: 1-800-452-4827 Fax: 201-818-9770 www.jaguar.com Jeep/Eagle Division of Chrysler Corp. Customer Relations PO Box 21-8004 Auburn Hills, MI 48321-8004 Fax: 248-512-8084 * Mazda Motor of America, Inc. Mazda N. American Operations Corporate Office Customer Relations Manager P.O. Box 19734 Irvine, CA 92623-9734 Toll free: 1-800-222-5500 www.mazdausa.com Mercedes Benz of North America, Inc. Mercedes Benz USA, Inc. Customer Assistance Center 3 Paragon Drive Montvale, NJ 07645 Toll free: 1-800-222-0100 Toll free: 1-800-367-6372 (800-FOR-MERC) Fax: 201-476-6213 * Mitsubishi Motor Sales of America, Inc. Mitsubishi Motor Sales of America Customer Relations 6400 Katella Avenue Cypress, CA 90630-0064 Toll free: 1-800-MITSU-2000 * Nissan Motor Corp. in USA Nissan North America, Inc. P.O. 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 P.O. Box 33171 Detroit, MI 482325171 Toll free: 1-800-442-6537 TDD toll free: 1-800-833-6537 www.oldsmobile.com Peugeot Motors of America, Inc. 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 482325172 Toll free: 1-800-762-2737 Toll free: 1-800-762-3743 (roadside assistance) TDD toll free: 1-800-833-7668 www.gm.com Porsche Cars North America, Inc. Owner Relations 980 Hammond Drive 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 Corporation, 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-TDD-6000 Fax: 931-486-5059 www.saturn.com Schuman Carriage Co. Hawaii Schuman Carriage Company, Limited 1234 South Beretania Street 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 2235 Route 70 West 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 South Western Avenue Torrance, CA 90509-2991 Toll free: 1-800-331-4331 TDD toll free: 1-800-443-4999 Fax: 310-618-7814 www.toyota.com Volkswagen of America Customer Relations 3800 Hamlin Road - 2F02 Auburn Hills, MI 48326 1-800-DRIVE VW Toll free: 1-800-822-8987 Fax: 248-340-4660 www.vw.com * Volvo Cars of North America Volvo Cars of North America Corporate Office Customer Service P.O. Box 915 7 Volvo Drive, Building A Rockleigh, NJ 07647-0915 Toll free: 1-800-458-1552 Fax: 201-768-8695 www.volvocars.com Automotive Dispute Resolution Programs Automotive Consumer Action Program (AUTOCAP), National Automobile Dealers Association 8400 Westpark Drive McLean, VA 22102 703-821-7000 Toll free: 1-800-252-6532 Fax: 703-821-7075 www.nada.org 1825 Connecticut Ave., NW Suite 330 Washington, DC 20009 202-328-7700 www.autosafety.org 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 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. Virgin Islands Offices Department of Licensing and Consumer Affairs Golden Rock Shopping Center Christiansted St. Croix, USVI 00820 340-773-2226 Fax: 340-778-8250 Andrew Rutnik, Commissioner Department of Licensing and Consumer Affairs Property and Procurement Bldg No. 1 Sub Base, Room 205 St. Thomas, USVI 00802 340-774-3130 Fax: 340-776-8303 Department of Licensing and Consumer Affairs Property Procurement Bldg #1 Sub Base Room 205 St. Thomas, USVI 00802 340-693-8036 Fax: 340-776-6992 Alabama State Offices Dennis Wright, Assistant Attorney General, Consumer Affairs Division Chief Office of the Attorney General 11 South Union Street Montgomery, AL 36130 334-242-7334 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 Avenue Suite 200 Anchorage, AK 99501-5903 907-269-5100 Fax: 907-276-8554 www.law.state.ak.us Arizona State Offices Sydney Davis, Chief Counsel Consumer Protection and Advocacy Section Office of the Attorney General 1275 West Washington Street 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 Noreen Matts, Assistant Attorney General, Consumer Protection Office of the Attorney General 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 County Offices Derick Rapier, County Attorney Greenlee County Attorney's Office P.O. Box 1717 Clifton, AZ 85533 520-865-4108 Fax: 520-865-4665 Terence Hance, County Attorney Coconino County Attorney's Office 110 East Chernue Avenue Flagstaff, AZ 86001 520-779-6518 Fax: 520-779-5618 Robert Olson, Pinal County Attorney Pinal County Attorney's Office P.O. Box 887 Florence, AZ 85232 520-868-6271 Fax: 520-868-6521 Jerry DeRose, County Attorney Gila County Attorney's Office 1400 East Ash Street Globe, AZ 85501 520-425-3231 Fax: 520-425-3720 Melvin Bowers, County Attorney Navajo County Attorney's Office P.O. Box 668 Holbrook, AZ 86025 520-524-4026 Fax: 520-524-4244 William Ekstrom, County Attorney Mohave County Attorney's Office 315 North 4th Street P.O. Box 7000 Kingman, AZ 86402-7000 520-753-0719 Fax: 520-753-2669 Martha Chase, County Attorney Santa Cruz County Attorney's Office 2150 North Congress Dr, Ste 201 Nogales, AZ 85621 520-761-7850 Fax: 520-761-7851 R. Glenn Buckelew, La Paz County Attorney County Attorney 1320 Kofa Avenue P.O. Box 709 Parker, AZ 85344 520-669-6118 Fax: 520-669-2019 Charles Hastings, County Attorney Yavapai County Attorney's Office Yavapai County Courthouse 255 East Gurley Prescott, AZ 86301 520-771-3344 Fax: 520-771-3110 Stephen Udall, County Attorney Apache County Attorney's Office P.O. Box 637 St. Johns, AZ 85936 520-337-4364, ext. 240 Fax: 520-337-2427 Patricia A. Orozco, County Attorney Yuma County Attorney's Office 168 South Second Avenue Yuma, AZ 85364 520-329-2270 Fax: 520-329-2284 City Offices Michael Anderson, Deputy City Attorney Consumer Affairs Division Tucson City Attorney's Office 110 East Pennington Street, 2nd Floor P.O. Box 27210 Tucson, AZ 85726-7210 520-791-4886 Fax: 520-791-4991 Arkansas State Offices Shelia McDonald, Deputy Attorney General Consumer Protection Division Office of the Attorney General 323 Center Street Suite 200 Little Rock, AR 72201 501-682-2341 Voice/TDD toll free in AR: 1-800-482-8982 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 California State Offices Kathleen Hamilton, Director California Department of Consumer Affairs 400 R Street Suite 3000 Sacramento, CA 95814 916-445-4465 Toll free in CA: 1-800-952-5210 TDD/TTY: 916-322-1700 www.dca.ca.gov Partrick Dorais, Acting Chief Bureau of Automotive Repair California Department of Consumer Affairs 10240 Systems Parkway Sacramento, CA 95827 916-255-4565 Toll free in CA: 1-800-952-5210 (auto repair only) TDD: 916-255-1369 www.smogcheck.ca.gov Bill Rogers, 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: 1-800-952-5210 TDD: 916-324-5564 www.caag.state.ca.us/pio County Offices Michael Yraceburn, Supervising Deputy District Attorney Criminal Division Kern County District Attorney's Office 1215 Truxtun Avenue 4th Floor Bakersfield, CA 93301 805-868-2321 Fax: 805-868-2135 E-mail: ymichael@co.kern.ca.us Criselda Gonzalez, Deputy District Attorney Consumer Affairs Unit Solano County Distict Attorney's Office 600 Union Avenue Fairfield, CA 94533 707-421-6859 707-421-6800 Fax: 707-421-7986 Alan Yengoyan, Senior Deputy District Attorney Business Affairs Unit Fresno County District Attorney's Office 1250 Van Ness Avenue 2nd Floor Fresno, CA 93721 559-488-3836 559-488-3156 Fax: 559-485-1315 Pastor Herrera, Jr., Director Los Angeles County Department of Consumer Affairs 500 West Temple Street Room B-96 Los Angeles, CA 90012-2706 213-974-1452 Fax: 213-687-0233 www.consumer-affairs.co.la.co.us James L. Setulreda, Sr. Deputy District Attorney Contra Costa County District Attorney's Office 651 Pine Street 12th floor Martinez, CA 94553 925-646-4620 Fax: 925-646-4683 Thomas Quinlan, Deputy District Attorney Consumer Fraud Unit Stanislaus County District Attorney's Office P.O. Box 442 Modesto, CA 95353-0442 209-525-5550 Fax: 209-525-5545 www.stanislaus.ca.org Daryl Roberts, Deputy District Attorney Consumer Affairs Division Napa County District Attorney's Office 931 Parkway Mall P.O. Box 720 Napa, CA 94559 707-253-4211 707-253-4059 Fax: 707-253-4041 John Wilson, Deputy in Charge Consumer & Environmental Unit San Mateo County District Attorney's Office 400 County Center 4th Floor Redwood City, CA 94063 650-363-4651 M. Scott Prentice, Supervising Deputy District Attorney Consumer and Environmental Protection Division Sacramento County District Attorney's Office P.O. Box 749 906 G Street, Ste 700 Sacramento, CA 95812-0749 916-874-6174 Fax: 916-874-7660 Dean Flippo, Monterey County District Attorney Consumer Protection Division P.O. Box 1131 Salinas, CA 93902 831-755-5073 Fax: 831-755-5608 Peter Longanbach, Supervising Duputy District Attorney San Diego County District Attorney's Office P.O. Box 121011 San Diego, CA 92112-1011 619-531-4070 Fax: 619-531-4481 San Francisco County District Attorney's Office 425 Brannan Street San Francisco, CA 94103 415-552-6400 (public inquiries) Fax: 415-552-7038 Al Bender, Supervising Deputy District Attorney Santa Clara County District Attorney's Consumer Protection Unit 70 West Hedding Street 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/compform.htm Betty Moose, Commissioner Alameda County Consumer Affairs Commission 1328 Via El Monte San Lorenzo, CA 94580 510-535-6444 510-785-7554 Robert Nichols, Deputy District Attorney Consumer Protection Division Marin County District Attorney's Office Hall of Justice, Room 130 3501 Civic Center Drive San Rafael, CA 94903 415-499-6450 Fax: 415-499-3719 E-mail: consumer@marin.org www.marin.org/mc/da Barbara Kob, Mediation Coordinator Marin County Mediation Services 4 Jeannette Prandi Way San Rafael, CA 94903 415-499-7454 Fax: 415-499-6978 Robert Gannon, Supervising Deputy District Attorney Consumer/Environmental Protection Unit Orange County District Attorney's Office 405 West 5th Street, Suite 606 Santa Ana, CA 92701 714-568-1200 Fax: 714-568-1250 Allan Kaplan, Senior Deputy District Attorney Consumer Protection Unit Santa Barbara County District Attorney's Office 1105 Santa Barbara Street Santa Barbara, CA 93101 805-568-2300 Fax: 805-568-2398 Robin Gysin, Coordinator Division of Consumer Affairs Santa Cruz County District Attorney's Office 701 Ocean Street Room 200 Santa Cruz, CA 95060 408-454-2050 TDD/TTY: 408-454-2123 Fax: 408-454-2920 E-mail: dat155@co.santa-cruz.ca.us www.CO.Santa-Cruz.CA/US Franklin Stephenson, Supervising Deputy District Attorney San Joaquin County District Attorney's Office Consumer Affairs Prosecution Unit 222 East Weber, Room 412 P.O. Box 990 Stockton, CA 95202 209-468-9321 Fax: 209-468-0314 Norman Vorman, District Attorney Mendocino County District Attorney's Office P.O. Box 1000 Ukiah, CA 95482 707-463-4211 Fax: 707-463-4687 Melodianne Duffy, Supervisor Consumer Mediation Section Ventura County District Attorney's Office 800 South Victoria Avenue Ventura, CA 93009 805-654-3110 Fax: 805-648-9255 www.ventura.org/vcda/conmed.htm City Offices Donald Kass, Supervising Deputy City Attorney Consumer Protection Division Los Angeles City Attorney's Office 200 North Main Street 1600 City Hall East Los Angeles, CA 90012 213-485-4515 Fax: 213-847-0402 E-mail: dkass@atty.ca.la.ca.us Michael D. Rivo, Head Deputy City Attorney Consumer and Environmental Protection Unit San Diego City Attorney's Office 1200 Third Avenue Suite 700 San Diego, CA 92101-4106 619-533-5600 www.sannet.gov/city-attorney Adam Radinsky, Deputy City Attorney Consumer Protection 1685 Main Street Room 310 Santa Monica, CA 90401 310-458-8336 Fax: 310-395-6727 E-mail: consumer-complaint@pen.ci.santa-monica.ca.us www.santa-monica.org/atty/consumer-protection/index.htm Colorado State Offices Consumer Protection Division Colorado Attorney General's Office 1525 Sherman Street 5th Floor Denver, CO 80203-1760 303-866-5189 303-866-5125 Toll free: 1-800-332-2071 Fax: 303-866-5443 County Offices David Zook, Chief Deputy District Attorney Economic Crime Division El Paso and Teller Counties District Attorney's 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/scam.htm Phillip Parrott, Chief Deputy District Attorney Denver District Attorney's Economic Crimes Unit 303 West Colfax Ave., Ste 1300 Denver, CO 80204 720-913-9179 720-913-9177 TDD/TTY: 720-913-9182 Fax: 720-913-9177 www.denverda.org Sarah Law, District Attorney Archuleta, LaPlata and San Juan Counties District Attorney's Office P.O. Drawer 3455 Durango, CO 81302 970-247-8850 Fax: 970-259-0200 A.M. Dominguez, District Attorney Weld County District Attorney's Office P.O. Box 1167 Greeley, CO 80632 970-356-4010 Fax: 970-352-8023 Connecticut State Offices James Flemming, Commissioner Department of Consumer Protection 165 Capitol Avenue Hartford, CT 06106 860-713-6050 Toll free in CT: 1-800-842-2649 Fax: 860-566-1531 www.state.ct.us/dcp/ Steven M. Rutstein, Assistant Attorney General Antitrust/Consumer Protection Office of Attorney General 110 Sherman Street Hartford, CT 06105 860-808-5400 Fax: 860-808-5593 www.cslnet.ctstateu.edu/attygenl City Offices Philip Cacciola, Director of Consumer Protection City of Middletown 245 DeKoven Drive PO Box 1300 Middletown, CT 06457-1300 860-344-3491 TDD: 860-344-3521 Fax: 860-343-5470 E-mail: conpmdtn@connix.com Delaware State Offices Eugene M. Hall, Director Fraud and Consumer Protection Division Office of the Attorney General 820 North French Street 5th Floor Wilmington, DE 19801 302-577-8600 Toll free in DE: 1-800-220-5424 Fax: 302-577-3090 www.state.de.us/sttgen/consumer.htm Olha N.M. Rybakoff, Deputy Attorney General Consumer Protection Unit Director, Consumer Protection Division Department of Justice 820 North French Street 5th Floor Wilmington, DE 19801 302-577-8600 Toll free in DE: 1-800-220-5424 Fax: 302-577-3090 www.state.de.us/attgen/consumer.htm Florida State Offices Jack Norris, Chief of Multi-State Litigation Consumer Litigation Section 110 SE 6th Street Fort Lauderdale, FL 33301 954-712-4600 Fax: 954-712-4706 Cecile Dykas, Assistant Deputy Attorney General Economic Crimes Division Office of the Attorney General 110 SE 6th Street Republic Tower, 10th Floor Fort Lauderdale, FL 33301 954-712-4600 Fax: 954-712-4658 www.legal.firn.edu James Kelly, Director of Division Consumer Services Department of Agriculture & Consumer Services 407 South Calhoun Street Mayo Building 2nd Floor Tallahassee, FL 32399-0800 850-922-2966 Toll free in FL: 1-800-435-7352 Fax: 850-487-4177 www.fl-ag.com County Offices Sheryl Lord, Director Pinellas County Office of Consumer Protection 14250 49th Street North 2nd Floor Clearwater, FL 33762 727-464-6200 TDD/TTY: 727-464-6088 Fax: 727-464-6129 www.co.pinellas.fl.us/bcc Mona Fandel, Director Broward County Consumer Affairs Division 115 South Andrews Avenue Annex Room A460 Fort Lauderdale, FL 33301 954-765-5350, ext. 232 Fax: 954-765-5309 E-mail: mfandel@co.broward.fl.us www.co.broward.fl.us Sheila Rushton, Director Consumer Services Department Miami-Dade County 140 West Flagler Street Suite 903 Miami, FL 33130 305-375-3677 (Consumer Hotline) TDD/TTY: 305-375-4177 Fax: 305-375-4120 E-mail: consumer@co.miami-dade.fl.us www.co.miami-dade.fl.us/csd Frederic Kerstein, Chief Dade County Economic Crime Unit Office of the State Attorney 1350 NW 12th Avenue 5th Floor, Graham Building Miami, FL 33136-2111 305-547-0671 Fax: 305-547-0717 E-mail: kerstef@sall.state.fl.us Carol A. McCarthy, Investigator Pasco County Consumer Affairs Division 7530 Little Road New Port Richey, FL 34654 727-847-8110 352-521-5179 Fax: 727-847-8969 Carlos J. Morales, Chief Investigator Orange County Consumer Fraud Unit 415 North Orange Avenue P.O. Box 1673 Orlando, FL 32802 407-836-2490 Fax: 407-836-2376 E-mail: fraudhelp@circuit9.org www.onetgov.net Deidie Berger, Secretary Consumer Protection Unit Hillsborough County Commerce Dept. 8900 N. Armenia Ave., Ste 222 Tampa, FL 33604-1067 813-903-3425 813-903-3430 Fax: 813-903-3432 www.hillsboroughcounty.org Dennis Moore, Director Palm Beach County Division of Consumer Affairs 50 South Military Trail, Suite 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 Helen Ridley, Chief of Consumer Affairs City of Jacksonville Division of Consumer Affairs St. James Building 117 West Duval Street, Suite M-100 Jacksonville, FL 32202 904-630-3467 Fax: 904-630-3458 www.coj.net/pub/consumer/consumer.htm Katherine Bryant, Department Secretary Lauderhill Consumer Protection Board 1176 NW 42nd Way Lauderhill, FL 33313 954-321-2456 (Lauderhill residents only) Georgia State Offices Barry Reid, Administrator Governor's Office of Consumer Affairs 2 Martin Luther King, Jr. Drive Suite 356 Atlanta, GA 30334 404-651-8600 Toll free in GA (outside Atlanta area): 1-800-869-1123 Fax: 404-651-9018 www2.state.ga.us/gaoca Hawaii State Offices Gene Murayama, Investigator Office of Consumer Protection Department of Commerce and Consumer Affairs 345 Kekuananoa Street Room 12 Hilo, HI 96720 808-974-6230 Fax: 808-974-6233 Stephen Levens, Acting Executive Director Office of Consumer Protection Department of Commerce and Consumer Affairs 235 South Beretania Street Room 801 Honolulu, HI 96813 808-586-2636 Fax: 808-586-2640 Janice Jarman, Investigator Office of Consumer Protection Dept of Commerce and Consumer Affairs 1063 L Main Street Ste C-216 Wailuku, Maui, HI 96793 808-984-8244 Fax: 808-243-5807 www.state.hi.us/dcca/ Idaho State Offices Brett De Lange, Deputy Attorney General Consumer Protection Unit Idaho Attorney General's Office 650 West State Street 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 Street 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 Charles Fergus, 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: 312-814-2593 www.ag.state.il.us Patricia Kelly, 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 Governor's 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 Sophia Lopez, Supervisor Cook County State Attorney's Office Consumer Fraud Division 69 West Washington Suite 700 Chicago, IL 60091 312-603-8700 William Haine, State's Attorney Madison County Office of State's Attorney 157 North Main Street, Suite 402 Edwardsville, IL 62025 618-692-6280 Fax: 618-656-7312 Deborah Hagan, Bureau Chief of Consumer Fraud Department of Consumer Affairs serving Central Illinois Office of the Attorney General 500 South Second Street Springfield, IL 62706 217-782-1090 Toll free in IL: 1-800-243-0618 217-785-2771 Fax: 217-782-1097 E-mail: agconsmr@mail.state.il.us www.ag.state.il.us City Offices Caroline Shoenberger, Commissioner Chicago Department of Consumer Services 121 North LaSalle Street Room 808 Chicago, IL 60602 312-744-4006 TDD: 312-744-9385 Fax: 312-744-9089 www.ci.chi.il.us Sharon Carter, Administrator Consumer Protection Office City of Des Plaines 1420 Miner Street Des Plaines, IL 60016 847-391-5006 Fax: 847-391-5378 Indiana State Offices Barbara L. Cook Crawford, Chief Counsel and Director Consumer Protection Division Office of the Attorney General Indiana Government Center South 402 West Washington Street, 5th Floor Indianapolis, IN 46204 317-232-6330 Toll free in IN: 1-800-382-5516 Fax: 317-233-4393 E-mail: inattgn@atg.state.in.us www.ai.org/hoosieradvocate County Offices Scott Newman, Marion County Prosecuting Attorney Marrion County Prosecuting Attorney's 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 William Brauch, Assistant Attorney General Consumer Protection Division Office of the Attorney General 1300 East Walnut Street, 2nd Floor Des Moines, IA 50319 515-281-5926 Fax: 515-281-6771 E-mail: consumer@max.state.ia.us www.state.ia.us/government/ag/consumer.html Kansas State Offices C. Steven Rarrick, 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 Attorney's Office Consumer Protection Division Johnson County Courthouse 100 North Kansas Ave. Olathe, KS 60051 913-715-3003 Fax: 913-715-3040 Kentucky State Offices Todd Leatherman, Director Consumer Protection Division Office of the Attorney General 1024 Capital Center Drive Frankfort, KY 40601 502-696-5389 Toll free in KY: 1-888-432-9257 Fax: 502-573-8317 E-mail: attorney.general@law.state.ky.us www.law.state.ky.us/cp Robert Winlock, Administrator Consumer Protection Division Office of the Attorney General 9001 Shelbyville Road Suite 3 Louisville, KY 40222 502-425-4825 Fax: 502-425-9406 Louisiana State Offices Isabel Wingerter, Chief Consumer Protection Section Office of the Attorney General 301 Main Street Suite 1250 Baton Rouge, LA 70801 225-342-9639 Toll free nationwide: 1-800-351-4889 Fax: 225-342-9637 www.laag.com County Offices Consumer Protection Division Jefferson Parish District Attorney 200 Derbigney Street 5th Floor Courthouse Annex Gretna, LA 70123 504-368-1020 Fax: 504-368-4562 Maine State Offices Maine Attorney General's Consumer Mediation Sevice 6 State House Station Augusta, ME 04333 207-626-8800 www.state.me.us/ag William Lund, 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 www.mainecreditreg.org Francis Ackerman, Acting Division Chief Public Protection Division Office of the Attorney General 6 State House Station Augusta, ME 04333 207-626-8849 Maryland State Offices William Leibovici, Chief Consumer Protection Division Office of the Attorney General 200 Saint Paul Place 16th Floor Baltimore, MD 21202-2021 410-528-8662 (consumer complaint hotline) 410-576-6550 (consumer information) TDD: 410-576-06372 (Maryland only) Fax: 410-576-7040 E-mail: consumer@oag.state.md.us/consumer www.oag.state.md.us Charles D Schaub, 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 Larry Munson, Administrator Maryland Attorney Generals' Office Consumer Protection Division 138 East Antietam St, Ste 210 Hagerstown, MD 21740-5684 301-791-4780 410-576-6372 Fax: 301-791-7178 Emalu Myer, Consumer Affairs Specialist Eastern Shore Branch Office Consumer Protection Division Office of the Attorney General 201 Baptist Street Suite 30 Salisbury, MD 21801-4976 410-543-6620 Fax: 410-543-6642 www.oa6.state.md.us County Offices Stephen Hannan, Administrator Howard County Office of Consumer Affairs 6751 Columbia Gateway Drive Columbia, MD 21046 410-313-6420 Fax: 410-313-6453 E-mail: shannon@co.ho.md.us Sandra Peaches, Director Prince George's County Office of Business and Regulatory Affairs County Administration Bldg, Ste 1177 Upper Marlboro, MD 20772 301-952-5232 TDD: 301-925-5167 Fax: 301-952-4244 Massachusetts State Offices Tom Reilly, Attorney General Consumer Protection and Antitrust Division Office of the Attorney General 200 Portland Street Boston, MA 02114 617-727-8400 The Consumer Hotline - information and referral to local county and city government consumer offices (listed below) that work in conjunction with the Department of the Attorney General Fax: 617-727-5765 http://www.ago.state.ma.us Jennifer Davis Carey, Director Executive Office of Consumer Affairs and Business Regulation One Ashburton Place, Room 1411 Boston, MA 02108 617-727-7780 (information and referral only) TDD/TTY: 617-727-1729 Fax: 617-227-6094 E-mail: consumer@state.ma.us www.state.ma.us/consumer Consumer Protection and Antitrust Division Office of the Attorney General - Springfield 436 Dwight Street Springfield, MA 01103 413-784-1240 Fax: 413-784-1244 County Offices Cambridge Consumers' Council 831 Massachusetts Ave Cambridge, MA 02139 617-349-6150 Fax: 617-349-6148 www.ci.cambridge.ma.us/~Consumer Jacqueline Wright, Consumer Program Director Fall River Consumer Program One Government Center Fall River, MA 02722 508-324-2672 Fax: 508-324-2626 Thomas Joy, Director Consumer Protection Program Haverhill Community Action, Inc. 25 Locust Street Haverhill, MA 01830 978-373-1971 Fax: 978-373-8966 Paul Schrader, Executive Director Consumer Assistance Council, Inc. 149 Main Street Hyannis, MA 02601 508-771-0700 Toll free: 1-800-867-0701 Fax: 508-771-3011 E-mail: cac@capecod.net www.consumercouncil.com Marie Finelli, Assistant Director Consumer Protection Program Greater Lawrence Community Action Council, Inc. Consumer Protection Program 350 Essex Street Lawrence, MA 08143 978-681-4990 Fax: 978-681-4949 E-mail: m.finelli@glcac.org www.glcac.org Kenneth Dunn, Director Middlesex Community College Law Center Local Consumer Program 33 Kearney Square Room 117 Lowell, MA 01852 978-656-3342 Fax: 978-656-3339 E-mail: dunnk@middlesex.cc.ma.us Consumer Assistance Office - Metro West, Inc. 209 West Central Street Natick, MA 01760 508-651-8812 Fax: Fax: 508-647-0661 Judy Zohn Min Cole, Co-Directors Newton-Brookline Consumer Office Newton City Hall 1000 Commonwealth Ave. Newton, MA 02465 617-552-7205 Fax: 617-552-7027 Jeanne Foy, Director Mass PIRG Consumer Action Center 182 Green Street North Weymouth, MA 02191 781-335-0280 Fax: 781-340-3991 Maggie Bergin, Case Coordinator Consumer Protection Division North Western District Attorney's Office 1 Gleason Plaza Northampton, MA 01060 413-586-9225 Fax: 413-584-3635 Lillian Mercantel, Director Berkshire County Consumer Advocates, Inc. 150 North Street Pittsfield, MA 01201 413-443-9128 Toll free: 1-800-540-9128 Fax: 413-496-9225 Linda Tilley, Coordinator, Consumer Aid Program South Shore Community Action Council, Inc. 265 South Meadow Road Plymouth, MA 02360 508-747-7575 x226 Fax: 508-746-5140 E-mail: lmtilley@sscac.org Kary M. Nykorchuk, Director Consumer Council of Worcester County 484 Main Street 2nd Floor Worcester, MA 01608-1690 508-754-1176 Fax: 508-754-0203 City Offices Nancy Lo, Director Mayor's Office of Consumer Affairs and Licensing Boston City Hall Room 817 Boston, MA 02201 617-635-3834 617-635-4165 Fax: 617-635-4174 E-mail: nancylo@ci.boston.ma.us www.cityofboston.com Jean Courtney, Director Consumer Information Center Springfield Action Commission 619 State Street Springfield, MA 01109 413-263-6519 413-263-6513 (Hamden and Hampshire Counties) Fax: 413-263-6511 Michigan State Offices Frederick Hoffecker, Assistant in Charge Consumer Protection Division Office of Attorney General P.O. Box 30212 Lansing, MI 48909 517-373-1140 (complaint information) 517-373-1110 Fax: 517-335-1935 Rodger James, 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 Mike Studders, Chief Investigator Bay County Consumer Protection Unit 1230 Washington - Courthouse Bay City, MI 48707-5994 517-895-4139 Fax: 517-895-4167 Margaret DeMuynck, Director Consumer Protection Department Macomb County Office of the Prosecuting Attorney Macomb County Administration Bldg One South Main Street 3rd FL Mt. Clemens, MI 48043 810-469-5300 810-469-5350 TDD: 810-466-4122 Fax: 810-469-5609 www.libcoop.net/macatt/ City Offices John Roy Castillo, J.D., 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 Curt Loewe, Director Consumer Services Division Minnesota Attorney General's 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 Roshan Rajkumar, 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 James Moncur, 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 Leyser Q. Morris-Hayes, Director Consumer Protection Division of the Mississippi Attorney General's 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/consprot.htm Julie McLemoil, Director Bureau of Regulatory Services Department of Agriculture and Commerce 121 North Jefferson Street P.O. Box 1609 Jackson, MS 39201 601-359-1111 Fax: 601-354-6502 www.mdac.state.ms.us Missouri State Offices Doug Ommen, Chief Counsel Consumer Protection and Trade Offense Division P.O. Box 899 1530 Rax Court Jefferson City, MO 65102 573-751-6887 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 Annie Bartos, Chief Legal Counsel Consumer Affairs Unit Department of Commerce 1424 Ninth Avenue Box 200501 Helena, MT 59620-0501 406-444-4312 Fax: 406-444-2903 Nebraska State Offices Jason W Hayes, Assistant Attorney General Department of Justice 2115 State Capitol P.O. Box 98920 Lincoln, NE 68509 402-471-2682 Toll free: 1-800-727-6432 Fax: 402-471-3297 www.nol.org Nevada State Offices Patricia Jarman-Manning, 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 Ray Trease, Supervisory Compliance 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: 775-688-1803 New Jersey State Offices Edith S. Brower, Deputy Director New Jersey Consumer Affairs Division 124 Halsey Street PO Box 43027 Newark, NJ 07102 973-504-6587 973-648-6381 Fax: 973-648-3538 E-mail: browere@smtp.lps.state.nj.us www.state.nj.us/lps/ca/home.htm Carol Jacobson, Deputy Attorney General/ ASC New Jersey Division of Law P.O. Box 45029 124 Halsey Street, 5th Floor Newark, NJ 07101 973-648-3453 Fax: 201-648-3879 E-mail: jacobcar@law.dol.lps.sate.nj.us County Offices William Ross III, Director Atlantic County Division of Consumer Affairs 1333 Atlantic Avenue 8th Floor Atlantic City, NJ 08401 609-343-2376 609-345-6700 Fax: 609-343-2373 www.acling.org/conshome.htm Patricia Tuck-Davis, Director/Superintendent Camden County Office of Consumer Protection/Weights and Measures Jefferson House Lakeland Road Blackwood, NJ 08012 609-374-6161 609-374-6001 Toll free in NJ: 800-999-9045 Fax: 609-232-0748 E-mail: consumer@co.camden.nj.us www.co.camden.nj.us Louis Moreno, Director Department of Consumer Affairs & Weight & Measures Cumberland County Department of Consumer Affairs and Weights and Measures 788 East Commerce Street Bridgeton, NJ 08302 856-453-2203 Fax: 856-453-2206 E-mail: louismo@co.cumberland.nj.us E. Robert Spiegel, Director/Superintendent Cape May County Consumer Affairs Weights and Measures 4 Moore Road Cape May Court House, NJ 08210 609-463-6475 Essex County Consumer Services 50 South Clinton Street East Orange, NJ 07018 973-395-8350 Fax: 973-395-8433 Dorothy H. Avallone, Director Monmouth County Department of Consumer Affairs 50 East Main Street P.O. Box 1255 Freehold, NJ 07728-1255 732-431-7900 Fax: 732-845-2037 John Wassberg, Director Bergen County Office of Consumer Protection 21 Main Street Room 101-E Hackensack, NJ 07601-7000 201-646-2650 Fax: 201-489-6095 Willie L. Flood, Director Hudson County Division of Consumer Affairs 595 Newark Avenue Jersey City, NJ 07306 201-795-6295 201-795-6163 Fax: 201-795-6462 Helen Mataka, Director Hunterdon County Consumer Affairs P.O. Box 283 Lebanon, NJ 08833 908-236-2249 Renee Borstad, 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 Fax: 609-265-5065 Passaic County Department of Consumer Affairs 1310 Route 23 North Room 532 Paterson, NJ 07470 973-305-5881 Fax: 973-881-0012 Marianne Mattei, Director Division of Consumer Affairs Somerset County P.O. 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 Donna Giovannetti, Division Chief Mercer County Consumer Affairs 640 South Broad St Rm 215 P.O. Box 8068 Trenton, NJ 08650-0068 609-989-6671 Fax: 609-989-6670 Ernest N. Salerno, Superintendent County of Passaic Dept of Law and Public Safety Div of Weights and Measures - CS 1310 Route 23 North Wayne, NJ 07470 973-305-5750 (Wts & Meas) 973-305-5881 (Consumer Prot'n) Fax: 973-628-1796 E-mail: pcca@advanix.net Ollie Boone, Director Union County Division of Consumer Affairs 300 North Avenue East P.O. Box 186 Westfield, NJ 07091 908-654-9840 Fax: 908-654-3082 E-mail: oboone@unioncountynj.org www.unioncountynj.org Joseph Silvestro, Director Gloucester County Department of Consumer Protection/Weights and Measures 152 North Broad Street 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 Bernidine Jacobs, Director Livingston Consumer Affairs 357 South Livingston Avenue Livingston, NJ 07039 973-535-7976 Fax: 973-740-9408 Mary Moseley, Director Maywood Consumer Affairs Bourough of Maywood 459 Maywood Avenue Maywood, NJ 07607 201-845-5749 201-845-5749 Genevieve Ross, Director Middlesex Borough Consumer Affairs 1200 Mountain Avenue Middlesex, NJ 08846 732-356-8090, ext. 250 Fax: 732-356-7954 Mildred Pastore, Director Mountainside Consumer Affairs 1455 Coles Avenue Mountainside, NJ 07092 908-232-6600 Max Moses, 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 Annmarie Nicolette, Director Nutley Consumer Affairs Public Affairs Building 149 Chestnut Street Nutley, NJ 07110 973-284-4975 Fax: 973-661-9411 Maria Sierra, Consumer Affairs Investigator Perth Amboy Consumer Affairs Office of Social Services Fayette and Read Streets Perth Amboy, NJ 08861 732-826-4300 Fax: 908-826-6192 Rick Allen Smiley, Director Plainfield Action Services City Hall Annex 510 Watchung Avenue Plainfield, NJ 07060 908-753-3519 Fax: 908-753-3540 Anthony Ioconno, Town Attorney Secaucus Department of Consumer Affairs Municipal Government Center 1203 Patterson Plank Road Secaucus, NJ 07094 201-330-2008 Marion Cramer, Director Consumer Affairs Office 1976 Morris Avenue Union, NJ 07083 908-851-5458 908-851-8501 Charles A. Stern, Director Wayne Township Consumer Affairs 475 Valley Road Wayne, NJ 07470 201-694-1800, ext. 3290 201-694-1800, ext. 3290 John Weitzel, Director Weehawken Consumer Affairs 400 Park Avenue Weehawken, NJ 07087 201-319-6005 Fax: 201-319-0112 Herb Gilsenberg, 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 Robert E. Reyna, Director Consumer Protection Division Office of the Attorney General P.O. Drawer 1508 507 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 Debra Martinez, Chairwoman and Executive Director New York State Consumer Protection Board 5 Empire State Plaza Suite 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 Thomas G. Conway, 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 Lauren Raysor, Assistant Attorney General in Charge Consumer Fraud and Protection Bureau New York State Office of the Attorney General Harlem Regional Office 163 West 125th Street New York, NY 10027-8201 212-961-4475 Fax: 212-961-4003 Dianne Dixon, 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 Robert Glennon, Assistant Attorney General in Charge Plattsburgh Regional Office Office of Attorney General 70 Clinton Street Plattsburgh, NY 12901 518-562-3288 Fax: 518-562-3294 Gary Brown, 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 Dennis McCabe, Assistant Attorney General Binghamton Regional Office New York State Office of the Attorney General State Office Building -17th Floor 44 Hawley Street 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 Letitia James, 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 Barbara Kavanaugh, Assistant Attorney General in Charge Buffalo Regional Office New York State Office of the Attorney General Statler Towers 107 Delaware Avenue, 4th Floor Buffalo, NY 14202 716-853-6271 Toll free: 1-800-771-7755 Fax: 716-853-8414 (Mrs. Smith) Lynda Nicolino, Assistant Attorney General in Charge Suffolk Regional Office Office of the Attorney General 300 Motor Parkway, Suite 205 Hauppauge, NY 11788 516-231-2401 Fax: 516-435-4757 Suzan Flamm, Commissioner Nassau County Office of Consumer Affairs 200 Old Country Road #460 Mineola, NY 11501 516-248-3301 Fax: 516-747-6432 Nick Garin, Assistant Attorney General Poughkeepsie Regional Office New York State Office of the Attorney General 235 Main Street 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 Marian Payson, Asst 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.sate.ny.us Winthrop Thurlow, 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 Joel Marmalstein, Asst Attorney General in Charge Utica Regional Office Office of the Attorney General 207 Genesee Street, Room 504 Utica, NY 13501 315-793-2225 Toll free: 1-800-771-7755 Fax: 315-793-2228 www.oag.state.ny.us James O'Rourke, Assistant Attorney General in Charge Office of the Attorney General Dulles State Office Building 317 Washing Street Watertown, NY 13601 315-785-2444 Toll free: 1-800-771-7755 Fax: 315-785-2294 www.oag.state.ny.us County Offices Janet McMahon, 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 Barbra Kavanaugh, Assistant District Attorney in Charge Consumer Fraud Bureau Erie County District Attorney's Office Statler Towers 107 Delaware Ave 4th Floor Buffalo, NY 14202 716-853-8404 Toll free in NY: 1-800-771-7755 Fax: 716-853-8414 Francis Phillips II, District Attorney Orange County District Attorney's Office 255 Main Street County Government Center Goshen, NY 10924 914-291-2050 Fax: 914-291-2085 Charles Gardner, Director Suffolk County Executive's Office of Consumer Affairs North County Complex, Bldg. 340 Veterans Memorial Highway Hauppauge, NY 11788 516-853-4600 Fax: 516-853-4825 Jon Van Vlack, Consumer Affairs Director Ulster County District Attorney's Consumer Fraud Bureau 20 Lucas Avenue Kingston, NY 12401 914-340-3260 James Farkas, Director Rockland County Office of Consumer Protection 50 Sanatorium Road Building P Pomona, NY 10970 914-364-2681 Fax: 914-364-2694 Nelson Kranker, Director Dutchess County Department of Consumer Affairs 94-A Peach Road Poughkeepsie, NY 12601 914-486-2949 Fax: 914-486-2947 Douglas Briggs, Director Schenectady County Consumer Affairs 64 Kellar Avenue Schenectady, NY 12307 518-356-6795 518-356-7473 Fax: 518-357-0319 Elaine Price, 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 Frank Castaldi, Jr, Chief, Economic Crimes Bureau Westchester County District Attorney's Office 111 Martin Luther King Jr. Boulevard County Courthouse White Plains, NY 10601 914-285-3303 Fax: 914-285-3594 Frank Castaldi, Jr., Chief Frauds Bureau Westchester County District Attorney's Office 111 Grove Street White Plains, NY 10601 914-285-3414 Fax: 914-285-3594 City Offices Gini Faikia, Director Queens Neighborhood Office New York City Department of Consumer Affairs 120-55 Queens Blvd. Room 301 Kew Gardens, NY 11424 718-286-2990 Fax: 718-286-2997 Jules Polonetsky, 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 John McCullough, Executive Director New Justice Conflict Resolution Services, Inc. 1153 West Fayette Street, Suite 301 Syracuse, NY 13204 315-471-4676 Fax: 315-475-0769 Stanley Alexander, Director Office of Consumer Protection City of Yonkers 87 Nepperhan Avenue Yonkers, NY 10701 914-377-6808 Fax: 914-377-6811 North Carolina State Offices Alan Hirsch, Special Deputy Attorney General Consumer Protection Section Office of the Attorney General P.O. Box 629 Raleigh, NC 27602 919-716-6000 Fax: 919-716-6050 www.jus.state.nc.us/cpsmain/cpsmain.htm North Dakota State Offices Heidi Heitkamp, Attorney General Office of the Attorney General 600 East Boulevard Avenue Department 125 Bismarck, ND 58505-0040 701-328-2210 TDD 701-328-3409 Fax: 701-328-2226 E-mail: ndag@state.nd.us www.ag.state.nd.us Parrell D. Grossman, Director Consumer Protection and Antitrust Division Office of the Attorney General 600 East Boulevard Avenue Department 125 Bismarck, ND 58505-0040 701-328-3404 Toll free in ND: 1-800-472-2600 TDD: 701-328-3409 Fax: 701-328-3535 E-mail: cpat@state.nd.us http://www.ag.state.nd.us/ndag/cpat/cpat.html County Offices Kent Keys, Executive Director Community Action Agency 1013 North 5th Street Grand Forks, ND 58203 701-746-5431 Toll free in ND: 1-800-450-1823 Fax: 701-746-0406 Ohio State Offices Ohio Attorney General's Office 30 East Broad Street 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 Robert Tongren Ohio Consumers' Counsel 77 South High Street 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/ County Offices Maureen Callahan, Prosecuting Attorney Summit County Office of Prosecuting Attorney 53 University Avenue Akron, OH 44308-1680 330-643-2800 TDD/TTY: 330-643-8277 (criminal) Fax: 330-643-2137 (civil) Karl Kawakce, Director Economic Crime Franklin County Office of Prosecuting Attorney 369 South High Street Columbus, OH 43215 614-462-3555 Fax: 614-462-6103 Victor Vigluicci, Prosecuting Attorney Portage County Office of Prosecuting Attorney 466 South Chestnut Street Ravenna, OH 44266-3000 330-296-4593 Fax: 330-297-3856 City Offices Department of Neighborhood Services Cincinnati Office of Consumer Services City Hall Room 126 801 Plum Street Cincinnati, OH 45202 513-352-3971 Fax: 513-352-5241 Oklahoma State Offices Oklahoma Attorney General 4545 North Lincoln Avenue Suite 260 Oklahoma City, OK 73105 405-521-3921 Toll free: 1-800-448-4904 Fax: 405-521-6740 www.oag.state.ok.us Donald Hardin, Administrator Department of Consumer Credit 4545 North Lincoln Blvd., #104 Oklahoma City, OK 73105 405-521-3653 Fax: 405-521-6740 Consumer Protection Division Office of the Attorney General 440 South Houston, Suite 505 Tulsa, OK 74127-8913 918-581-2885 www.oag.state.ok.us Oregon State Offices Cheryl Pellegrini, Attorney in Charge Financial Fraud/ Consumer Protection Section Department of Justice 1162 Court Street, NE Salem, OR 97310 503-378-4732 503-378-4320 (hotline Salem only) 503-229-5576 (hotline 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 Irwin Popowsky, 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 Frank Donaghue, Director Bureau of Consumer Protection Office of Attorney General Strawberry Square 14th Floor Harrisburg, PA 17120 717-787-9707 Toll free in PA: 1-800-441-2555 Fax: 717-787-1190 www.attorneygeneral.gov Regional Offices Michael Butler, Deputy Attorney General Bureau of Consumer Protection Office of Attorney General 810 Hamilton Street Fourth Floor Allentown, PA 18101 610-821-6690 Fax: 610-821-6529 E. Barry Creany, Senior Deputy Attorney General Bureau of Consumer Protection Office of the Attorney General 171 Lovell Avenue Suite 202 Ebensburg, PA 15931 814-949-7900 Fax: 814-949-7942 Jesse Harvey, Deputy Attorney General Bureau of Consumer Protection Office of the Attorney General 919 State Street Room 203 Erie, PA 16501 814-871-4371 Toll free in PA: 1-800-441-2555 www.attorneygeneral.gov Mark Stewart, Deputy Attorney General Bureau of Consumer Protection Office of the Attorney General 132 Kline Plaza Harrisburg, PA 17104 717-787-7109 Fax: 717-772-3560 John Abel, Senior Deputy Attorney General Bureau of Consumer Protection Office of the Attorney General 21 South 12th Street Second Floor Philadelphia, PA 19107 215-560-2414 Fax: 215-560-2494 Marcia Telek DePaula, Deputy Attorney General Bureau of Consumer Protection Office of Attorney General 6th Floor Manor Complex 564 Forbes Avenue Pittsburgh, PA 15219 412-565-5135 Toll free in PA: 1-800-441-2555 Fax: 412-565-5475 www.attorneygeneral.gov J.P. McGowan, Senior Deputy Attorney General Bureau of Consumer Protection Office of Attorney General Samter Building, Room 214 101 Penn Avenue Scranton, PA 18503 570-963-4913 Fax: 570-963-3418 County Offices Sydney Elkin, Director Beaver County Alliance for Consumer Protection 699 Fifth Street Beaver, PA 15009-1997 724-728-7267 Fax: 724-728-6762 A. Courtney Yelle, Director/Chief Sealer Bucks County Consumer Protection, Weights and Measures 50 North Main Street Doylestown, PA 18901 215-348-7442 Fax: 215-348-4570 Evelyn Yancoskie, Director Delaware County Consumer Affairs 201 West Front Street Delaware County Courthouse Media, PA 19063 610-891-4865 Fax: 610-566-3947 Montgomery County Consumer Affairs Montgomery County Human Services Center 1430 DeKalb Street Norristown, PA 19404-0311 610-278-3565 Fax: 610-278-5228 Bruce Sagel, Chief Economic Crime Unit Philadelphia District Attorney's Office 1421 Arch Street Philadelphia, PA 19102 215-686-8750 Fax: 215-686-8765 Puerto Rico Puerto Rico Offices Angel E. Rotger, Secretary Department of Justice P.O. Box 902192 San Juan, PR 00902 787-721-2900 Fax: 787-725-2475 Jose Antonio Alicia Rivera, 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 Ani Haroian, Director Consumer Unit Consumer Protection Unit Department of Attorney General 150 South Main Street Providence, RI 02903 401-274-4400 Toll free in RI: 1-800-852-7776 TDD: 401-453-0410 Fax: 401-222-5110 Mel Stiller, CO-CEO with Bev Tuttle Consumer Credit Couseling Services 535 Centerville Road Suite 103 Warwick, RI 02886 Toll free: 1-800-208-2227 Fax: 401-732-0250 www.creditcounseling.org South Carolina State Offices Philip Porter, Administrator/Consumer Avocate SC Department of Consumer Affairs 2801 Devine Street PO Box 5757 Columbia, SC 29205-5757 803-734-9452 Toll free in SC: 1-800-922-1594 Fax: 803-734-9365 E-mail: scdca@infoave.net www.state.sc.us/consumer Evelyn T. Williams, State Ombudsman Office of Executive Policy and Program 1205 Pendleton Street Room 308 Columbia, SC 29201 803-734-0457 Toll free in SC only: 1-800-686-0040 Fax: 803-734-0546 www.state.sc.us Haviard Jones, Senior Assistant Attorney General Office of the Attorney General P.O. Box 11549 Columbia, SC 29211 803-734-3970 Fax: 803-734-3677 www.scattorneygeneral.org South Dakota State Offices Timothy Bartlett, 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 Mark Williams, 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 E-mail: mwilliams2@mail.state.tn.us www.state.tn.us/consumer Cynthia Kinser, Deputy Attorney General Division of Consumer Protection Tennessee Attorney General 425 Fifth Avenue North, 2nd Floor Nashville, TN 37243-0491 615-741-1671 Fax: 615-532-2910 Texas State Offices Rod Bordelon, 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 Esther Chavez, Assistant Attorney General Consumer Protection/ Austin Regional Office P.O. Box 12548 Austin, TX 78711-2548 512-463-2185 Fax: 512-463-8301 www.oag.state.tx.us Paul Elliott, Assistant Attorney General and Chief Consumer Protection Division Office of Attorney General P.O. Box 12548 Austin, TX 78711-2548 512-463-2070 Fax: 512-463-8301 John Owens, 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 Joyce Iliya, Assistant Attorney General Consumer Protection Division/Dallas Regional Office Office of the Attorney General 1600 Pacific Avenue, Suite 1700 Dallas, TX 75201-3513 214-969-5310 Fax: 214-969-7615 Valli Jo Acosta, Assistant Attorney General Consumer Protection/El Paso Regional Office Office of the Attorney General 401 East Franklin St #530 El Paso, TX 79901 915-834-5800 E-mail: vja@oag.state.tx.us Luke Jordan, Assistant Attorney General Consumer Protection/Lubbock Regional Office Office of the Attorney General 916 Main Street, 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 Ric Madrigal, Assistant Attorney General Consumer Protection/McAllen Regional Office Office of the Attorney General 3201 North McColl Road, Suite B McAllen, TX 78501 956-682-4547 Fax: 956-682-1957 www.oag.state.tx.us Bea Valdelamar, Office Administrator Consumer Protection/San Antonio Regional Office Office of the Attorney General 115 East Travis Street, Suite 925 San Antonio, TX 78205-1615 210-224-1007 ext 102 Fax: 210-225-1075 County Offices Linda Brown, 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 Beverly Weaver, 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 Russel Turbeville, Chief Harris County Consumer Fraud Division Harris County District Attorney's Office 1201 Franklin Suite 600 Houston, TX 77002-1901 713-755-5836 713-755-5840 Fax: 713-755-5262 Utah State Offices Francine Giani, 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: 1-800-649-2424 Henry Marckres, Supervisor Consumer Assurance Section Food and Market Department of Agriculture 116 State Street Montpelier, VT 05602 802-828-3456 Fax: 802-828-2361 Wendy Morgan, Chief Public Protection Division Office of the Attorney General 109 State Street Montpelier, VT 05609-1001 802-828-5507 www.state.vt.us/atg Virginia State Offices Andres Alvarez, Program Manager Office of Consumer Affairs Department of Agriculture and Consumer Services Washington Building, Suite 100 P.O. Box 1163 Richmond, VA 23219 804-786-2042 Toll free in VA: 1-800-552-9963 TDD: 800-828-1120 Fax: 804-371-7479 www.vdacs.state.va.us David B. Irvin, Senior Assistant Attorney General and Chief Office of the Attorney General Antitrust and Consumer Litigation Section 900 East Main Street Richmond, VA 23219 804-786-2116 Toll free: 1-800-451-1525 Fax: 804-786-0122 E-mail: mail@oag.state.va.us www.cns.state.va.us/oag County Offices Ardelle Butler, Acting Team Leader Office of Citizen and Consumer Affairs #1 Court House Plaza, Suite 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 Ronald Mallard, Director Fairfax County Department of Telecommunications and Consumer Services 12000 Government Center Parkway, Suite 433 Fairfax, VA 22035 703-222-8435 Fax: 703-322-9542 City Offices Prescott Barbash, Consumer Affairs 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 Cathy Townsend Parks, Director Consumer Affairs Division Office of the Commonwealth's Attorney Judicial Center, Building. 10B 2305 Judicial Boulevard Virginia Beach, VA 23456-9050 757-426-5836 Fax: 757-427-8779 www.virginia-beach.va.us/courts/oca/ca.htm Washington State Offices Consumer Resource Center Office of the Attorney General 103 East Holly Street, Suite 308 Bellingham, WA 98225-4728 360-738-6185 Consumer Resource Center Office of the Attorney General 500 N. Morain Street, Suite 1250 Kennewick, WA 99336-2607 509-734-2967 Consumer Resource Center Office of the Attorney General 905 Plum Street Bldg 3 PO Box 40118 Olympia, WA 98504-0118 360-753-6210 Paul Corning, Director Lemon Law Administration Office of the Attorney General 900 Fourth Avenue, Ste 2000 Seattle, WA 98164-1012 206-587-4240 Toll free in WA: 1-800-541-8898 Fax: 206-464-6451 Hope Tuttle, Director of Consumer Services Consumer Resource Center Office of the Attorney General 900 Fourth Avenue, Suite 2000 Seattle, WA 98164-1012 206-464-6684 Toll free in WA: 1-800-551-4636 (Consumer Resource Centers) 1-800-276-9883 Fax: 206-464-6451 www.wa.gov/ago Consumer Resource Center Office of the Attorney General 1116 West Riverside Avenue Spokane, WA 99201-1194 509-456-3123 Cynthia Lauphear, Program Manager Consumer Resource Center Office of the Attorney General Consumer Protection Division 1019 Pacific Avenue, 3rd Floor Tacoma, WA 98402-4411 253-593-2904 Toll free: 1-800-551-4636 Toll free:1-800-276-9883 in state only Fax: 253-593-2449 E-mail: cynthial@atg.wa.gov www.wa.gov/ago Consumer Resource Center Office of the Attorney General 1220 Main Street, Suite 510 Vancouver, WA 98660 360-759-2150 City Offices Ed Gonzaga, Consumer Affairs Inspector Revenue and Consumer Affairs Section Executive Services Department Division of Finance 600 4th Avenue, #103 Seattle, WA 98104-1891 206-233-7837 Fax: 206-684-5170 E-mail: edgonzaga@ci.seattle.wa.us 199.174.51.22/esd/home.htm Patrick Sainsbury, Chief Deputy Prosecuting Attorney Fraud Division 900 4th Avenue, #1002 Seattle, WA 98164 206-296-9010 Fax: 206-296-9009 E-mail: pat.sainsbury@metrokc.gov www.metrokc.gov/proatty/ Craig Leisy, Consumer Affairs Supervisor Revenue and Consumer Affairs Seattle Department of Finance 805 South Dearborn Street 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 West Virginia State Offices Jill Miles, Deputy Attorney General Consumer Protection Division Office of the Attorney General 812 Quarrier Street, 6th Floor P.O. 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/wrag/cons/ Karl Angell, Jr., Director Division of Weights and Measures Section 570 MacCorkle Avenue St. Albans, WV 25177 304-722-0602 Fax: 304-722-0605 E-mail: angellk@mail.wvnet.edu Wisconsin State Offices Margaret Quaid, 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 Judy Cardin, Regional Supervisor Wisconsin Department of Agriculture Trade & Consumer Protection 200 North Jefferson Street Suite 146-A Green Bay, WI 54301 920-448-5111 920-448-5114 Toll free in WI: 1-800-422-7128 Fax: 920-448-5118 www.badger.state.wi.us/agencies/datcp William Oemichen, Administrator Division of Trade and Consumer Protection Department of Agriculture 2811 Agriculture Dr. P.O. Box 8911 Madison, WI 53708 608-224-4953 Toll free in WI: 1-800-422-7128 TTD/TTY: 1-608-224-5058 Fax: 608-224-4939 E-mail: datephotline@wheel.datep.state.wi.us www.datcp.state.wi.us County Offices Frederic Matestic, Assistant District Attorney Consumer Fraud Unit Milwaukee County District Attorney's Office 821 West State Street, Room 405 Milwaukee, WI 53233-2485 414-278-4585 Fax: 414-223-1955 Thomas Bauer, Consumer Fraud Investigator Racine County Sheriff's Department 717 Wisconsin Avenue Racine, WI 53403 262-636-3126 Fax: 626-637-5279 Wyoming State Offices Christopher Petrie, 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: cpetri@state.wy.us www.state.wy.us/~ag/consumer.html 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 Alabama Norman B. Davis Jr., Superintendent of Banks Center for Commerce 401 Adams Avenue, #680 Montgomery, AL 36130-1201 334-242-3452 Fax: 334-242-3500 www.legislature.state.al.us Alaska Franklin T. Elder, Director of Banking Securities and Corporations Department of Commerce P.O. Box 110807 150 Third Street 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 Arizona Richard C. Houseworth, Superintendent of Banks Arizona State Banking Department 2910 North 44th Street Suite 310 Phoenix, AZ 85018 602-255-4421 Toll free in AZ: 1-800-544-0708 Fax: 602-381-1225 www.azbanking.com Arkansas Frank White, Bank Commissioner Arkansas State Bank Department Tower Building 323 Center Street, Suite 500 Little Rock, AR 72201-2613 501-324-9019 Fax: 501-324-9028 E-mail: asbdbanking.state.ar.us www.state.ar.us/bank California Jan Lynn Owen, Acting Commissioner Department of Financial Institutions State of California 111 Pine Street, Suite 1100 San Francisco, CA 94111-5613 415-263-8507 Toll free in CA: 1-800-622-0620 (for consumer complaints against CA state-licensed banks, the "800" number reaches the Consumer Services Office, located in Sacramento, CA. Fax: 415-989-5310 E-mail: jowen@dfi.ca.gov www.dfi.ca.gov Colorado Richard Fulkerson, 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 John P. Burke, 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 E-mail: john.burke@po.state.ct.us www.state.ct.us/dob Delaware Robert A. Glen, State Bank Commissioner 555 East Lockerman Street, Suite 210 Dover, DE 19901 302-739-4235 Fax: 302-739-3609 www.state.de.us/bank District of Columbia S. Kathryn Allen, Commissioner of Banking and Financial Institutions Office of Banking & Finance 1400 L Street NW Washington, DC 20005 202-727-1563 Fax: 202-727-1588 www.obfi.dcgov.org/ Florida Robert Milligan, State Comptroller Department of Banking and Finance 101 E. Gaines Street 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 Jenny L. Neville, Legal & Consumer Affairs Specialist State of Georgia (Dept of Banking & Finance) 2990 Brandywine Road, Suite 200 Atlanta, GA 30341-5565 770-986-1633 E-mail: neville@dbf.state.ga.us Hawaii Lynn Y. Wakatsuki, Commissioner Financial Institutions State of Hawaii P.O. Box 2054 1010 Richards Street Rm 602A Honolulu, HI 96805 808-586-2820 Toll free in Kauai: 1-800-274-3141 Toll free in Maui: 1-800-984-2400 Toll free in Hawaii: 1-800-974-4000 808-586-2820 Fax: 808-586-2818 Idaho Gavin Gee, Director State of Idaho Department of Finance 700 West State Street 2nd Floor 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 www.state.id.us/finance/dof.htm Illinois William Darr, Commissioner of Banks and Real Estate Illinois Office of Banks and Real Estate 310 South Michigan Avenue, Suite 230 Chicago, IL 60604-4278 312-793-3000 Toll free: 1-877-793-3470 TDD/TTY: 312-793-0291 Fax: 312-793-0291 www.state.il.us/obr Illinois Office of Banks and Real Estate Springfield Office 500 East Monroe Street Springfield, IL 627011509 217-782-3000 TDD/TTY : 217-524-6644 Fax: 217-524-5941 www.state.il.us/obr Indiana Charles Phillips, Director Department of Financial Institutions 402 West Washington Street Room W-066 Indianapolis, IN 46204-2759 317-232-3955 Toll free in IN: 1-800-382-4880 Fax: 317-232-7655 E-mail: cphillips@dfi.state.in.us www.dfi.state.in.us Iowa Holmes Foster, Superintendent of Banking Iowa Division of Banking 200 East Grand, Suite 300 Des Moines, IA 50309 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 Franklin W. Nelson, State Bank Commissioner Office of the State Bank Commissioner 700 Jackson Street, Suite 300 Topeka, KS 66603-3714 785-296-2266 Fax: 785-296-0168 www.ink.org/public/osbc Kentucky Ella Robinson, Commissioner Department of Financial Institutions 1025 Capitol Center Drive Suite 200 Frankfort, KY 40601 502-573-3390 Toll free: 1-800-223-2579 Fax: 502-573-8787 www.dfi.state.ky.us Louisiana Doris Gunn, Acting Commissioner LA Office of Financial Institutions P.O. 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 Howard R. Gray, Jr., Superintendent of Banking 36 State House Station Augusta, ME 04333-0036 207-624-8570 Toll free: 1-800-985-5235 TDD: 207-624-8563 Fax: 207-624-8590 www.mainebankingreg.org Maryland Mary Louise Preis, Commissioner of Financial Regulation Division 500 North Calvert Street 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 Thomas Curry, Commissioner of Banks MA 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.state.ma.us/dob Michigan Gary Mielock, Acting Commissioner Financial Institutions Bureau Office of the Commissioner 333 S.Capitol Avenue Suite A P.O. Box 30224 (48909) Lansing, MI 48933 517-373-3460 Fax: 515-335-1109 www.cis.state.mi.us/fib Minnesota Kevin Murphy, Assistant Commissioner Minnesota Department of Commerce Financial Exams 133 East Seventh Street St. Paul, MN 55101 651-296-2751 Fax: 651-296-8591 E-mail: kevin.murphy@state.mn.us www.commerce.state.mn.us Mississippi Theresa Brady, Director Consumer Finance Division Department of Banking and Consumer Finance Consumer Finance P.O. Box 23729 550 High Street - Suite 304 Walter Sillers Building 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 Earl Manning, Acting Commissioner of Finance Department of Finance P.O. Box 716 Jefferson City, MO 65102 573-751-3242 Toll free in MO: 1-800-735-2966 TDD toll free in MO: 1-800-735-2966 Fax: 573-751-9192 E-mail: finance@mail.state.mo.us www.ecodev.state.mo.us/finance Montana Donald Hutchinson, Commissioner Diivision of Banking & Financial Institutions 846 Front Street P.O. Box 200546 Helena, MT 59620-0546 406-444-2091 Fax: 406-444-4186 www.commerce.state.mt.us/finance/index.html Nebraska Samuel Baird, Director Department of Banking & Finance 1200 N Street, Suite 311 PO Box 95006 Lincoln, NE 68509 402-471-2171 Fax: 402-471-3062 www.dbf.org Nevada L. Scott Walshaw, Commissioner Department of Business & Industry Financial Institutions Division 406 East Second Street, Suite 3 Carson City, NV 89701-4758 775-687-4259 Toll free in NV: 1-800-521-0019 Fax: 775-687-6909 E-mail: swalshaw@govmail-state.nv.us www.state.nv.us/b&i New Hampshire State of New Hampshire Banking Department Consumer Credit 56 Old Suncook Road Concord, NH 03301 603-271-3561 TTY/TDD: 1-800-735-2964 Fax: 603-271-1090 www.state.nh.us/banking New Jersey Karen RandallSutor, Acting Commissioner Department of Banking and Insurance 20 West State Street P.O. Box 325 Trenton, NJ 08625 609-292-3420 (banking) Fax: 609-984-5273 www.naic.org/nj/njhome/pg.html New Mexico Financial Institutions Division Regulation and Licensing Dept P.O. Box 25101 725 St Michaels Drive Santa Fe, NM 87501 505-827-7100 Fax: 505-827-7107 E-mail: rld@state.nm.us www.state.nm.us New York Elizabeth McCaul, Acting Superintendent of Banking New York State Banking Department Two Rector Street 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 Hal Lingerfelt, NC Commissioner of Banks 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 Gary Preszler, Commissioner ND Department of Banking and Financial Institutions 2000 Schafer Street Suite G Bismarck, ND 58501-1204 701-328-9933 TDD toll free in ND: 1-800-366-6888 Fax: 701-328-9955 E-mail: banking@state.nd.us www.state.nd.us/bank Ohio Steven Gleeson, Training and Communications Manager Department of Commerece - State of Ohio Financial Institutions Division 77 South High Street 21st Floor Columbus, OH 43266-0121 614-728-8400 614-466-2932 Fax: 614-644-1631 www.som.state.oh.us/dfi Oklahoma Mick Thompson, Bank Commissioner OK State Banking Department 4545 North Lincoln Blvd., Suite 164 Oklahoma City, OK 73105 405-521-2782 Fax: 405-522-2993 www.state.ok.us/~osbd Oregon Richard Nockleby, Administrator Department of Consumer & Business Services Division of Finance & Corporate 350 Winter Street, NE Room 410 Salem, OR 97310-3881 503-378-4140 TDD: 503-378-4387 Fax: 503-947-7862 www.cbs.state.or.us/external/dfcs Pennsylvania David E. Zuern, Secretary of Banking Department 333 Market Street 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 Joseph O'Neill, Commissioner of Department of Financial Institutions Fernandez Guncas Station PO Box 11855 San Juan, PR 00917-3855 787-723-3131 Fax: 787-723-4042 www.cif.gov.pr Rhode Island Dennis F. Ziroli, Associate Director and Superintendent Banking 233 Richmond Street, Suite 231 Providence, RI 02903-4231 401-222-2405 401-222-2999 Fax: 401-222-5628 South Dakota Richard Duncan, Director S.D. Division of Banking 712 1/2 W. Missouri Avenue Pierre, SD 57501-4590 605-773-3421 Fax: 605-773-5367 www.state.sd.us/banking Tennessee Bill Houston, Commissioner Tennessee Department of Financial Institutions John Sevier Building 500 Charlotte Avenue, 4th Floor Nashville, TN 37243-0705 615-741-2236 Fax: 615-741-2883 E-mail: tsmith@mail.state.tn.us www.state.tn.us/financialinst/ Texas Randall S. James, 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 G. Edward Leary, Commissioner Department of Financial Institutions P.O. Box 89 Salt Lake City, UT 84110-0089 801-538-8854 Fax: 801-538-8894 www.dfi.state.ut.us Vermont Ricka Dailey, Information Policy & Program Chief State of Vermont Banking, Insurance, Securities and Health Care Administration 89 Main Street 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: rdaily@bishca.state.vt.us www.state.vt.us/bis Virgin Islands Gerard Luiz James II, Lieutenant Governor Commissioner of Insurance, Chairman of Banking Board Kongen's Gade #18 Charlotte Amalie St. Thomas, VI 00802 340-774-2991 Fax: 340-774-6953 Virginia E.J. Face, Jr., Commissioner Bureau of Financial Institutions 1300 East Main Street, Suite 800 P.O. Box 640 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 John Bley, Director Department of Financial Institutions P.O. 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 Sharon Bias, 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 Richard Dean, Secretary Department of Financial Institutions 345 West Washington Avenue, 5th Floor P.O. Box 7876 Madison, WI 53708-8861 608-261-1622 Toll free in WI: 1-800-452-3328 Fax: 608-264-7968 www.wdfi.org Wyoming L. Bruce Hendrickson, Commissioner Division of Banking Herschler Building 3rd Floor, East Cheyenne, WY 82002 307-777-7797 Fax: 307-777-3555 E-mail: banking@state.wy.us audit.state.wy.us/banking/default.html 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 David Parsons, Acting Commissioner Alabama Department of Insurance 201 Monroe Street, 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 Robert Lohr, Director Department of Community and Economic Development Division of Insurance 3601 C Street 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 John Ference, Acting Deputy Director Department of Community and Economic Development Division of Insurance P.O. 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 Charles Cohen, Director Arizona Department of Insurance 2910 North 44th Street, 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 Mike Pickens, Commissioner Arkansas Department of Insurance 1200 West 3rd Street Little Rock, AR 72201-1904 501-371-2640 Toll free in AR only: 1-800-282-9134 Toll free nationwide: 1-800-282-5494 Fax: 501-371-2749 E-mail: insurance.consumers@mail.state.ar.us www.state.ar.us/insurance California Charles Quackenbush, 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 William Airven, 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: 303-894-2900 Fax: 303-894-7455 www.dora.state.co.us/Insurance Connecticut Raymond T. Claytor, Director Consumer Affairs Department of Insurance P.O. 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 Donna Lee H. Williams, Commissioner Department of Insurance 841 Silver Lake Blvd. Dover, DE 19904 302-739-4251 Toll free in DE: 1-800-282-8611 Fax: 302-739-5280 www.state.de.us District of Columbia Lawrence Mirel, Commissioner District of Columbia Department of Insurance and Securities Regulation 810 First Street, NW Suite 701 Washington, DC 20002 202-727-8000 Fax: 202-535-1196 E-mail: disr@dcgov.org Florida Bill Nelson, Commissioner Department of Insurance State Capitol Plaza Level Eleven 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 John Oxendine, Commissioner Insurance and Fire Safety Two Martin Luther King, Jr. Drive Atlanta, GA 30334 404-656-2070 Toll free in GA: 1-800-656-2298 TDD/TTY: 404-656-4031 Fax: 404-651-8719 www.ins.com.state.ga.us Hawaii Wayne Metcalf, Insurance Commissioner State of Hawaii, Department of Commerce and Consumer Affairs Insurance Division 250 South King Street,. 5th Floor (96813) P.O. Box 3614 Honolulu, HI 96811-3614 808-586-2790 808-586-2799 Fax: 808-586-2806 www.hawaii.gov/insurance Idaho Mary Hartung, Director State of Idaho Department of Insurance 700 West State Street P.O. 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 Tim Cena, Office Manager and Staff Attorney Department of Insurance 100 West Randolph Street, Suite 15-100 Chicago, IL 60601 312-814-2420 Fax: 312-814-5435 www.state.il.us/ins Nathaniel S Shapo, Director Department of Insurance 320 West Washington Street 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 Sally McCarty, Commissioner Department of Insurance 311 W. Washington St., Ste 300 Indianapolis, IN 46204-2787 317-232-2350 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 Therese Vaughan, Commissioner State of Iowa Division of Insurance 330 Maple Street Des Moines, IA 50319 515-281-5705 Fax: 515-281-3059 www.state.ia.us/government/com/ins/ins.htm Kansas Kathleen Sebelius, Commissioner Insurance Division 420 SW 9th Street 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 George Nichols, Commissioner Department of Insurance 215 West Main Street Frankfort, KY 40601 502-564-3630 Toll free: 1-800-595-6053 Fax: 502-564-1650 www/state.ky.us/ins Louisiana James H. Brown, Commissioner Department of Insurance 950 North Fifth Street 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 Alessandro Iuppa, 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 Steven B. Larsen, Insurance Commissioner Maryland Insurance Administration 525 St. Paul Place Baltimore, MD 21202 410-468-2000 410-468-2340 (property & casualty complaints) Toll free nationwide: 1-800-492-6116 Fax: 410-468-2020 www.mia.state.md.us Massachusetts Linda Ruthardt, 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 Frank Fitzgerald, Commissioner of Insurance Michigan Insurance Bureau 611 West Ottawa Street, 2nd Floor North P.O. Box 30220 Lansing, MI 48933 517-373-0220 Toll free: 1-877-999-6442 Fax: 517-335-4978 www.cis.state.mi.us/ins Minnesota Gary A. LaVasseur, Deputy Commissioner of Enforcement and Licensing Department of Commerce 133 East 7th Street 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 George Dale, Commissioner of Insurance Department of Insurance P.O. 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 Keith Wenzel, Director Missouri Department of Insurance PO Box 690 301 West High Street, Room 630 Jefferson City, MO 65102 573-751-4126 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 Mark O'Keefe, Commissioner Department of Insurance 840 Helena Avenue P.O. Box 4009 Helena, MT 59601 406-444-2040 Toll free in MT: 1-800-332-6148 Fax: 406-444-3497 www.state.mt.u/sao Nebraska L. Tim Wagner, Director Department of Insurance 941 O Street, 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 Division of Insurance Consumer Service Section 1665 Hot Springs Road, #152 Carson City, NV 89706 775-687-7690 775-687-7650 Fax: 775-687-3937 www.doi.state.nv.us New Hampshire Paula Rogers, 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 Karen L. Suter, Acting Commissioner Department of Banking and Insurance 20 West State Street P.O. Box 325 Trenton, NJ 08625 609-633-7667 Fax: 609-984-5273 http://states.naic.org/nj/NJHOMEPG.HTML New Mexico D. J. Leather, Superintendent Department of Insurance P.O.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 Street #7 Buffalo, NY 14202 716-847-7618 Fax: 716-847-7925 www.ins.state.ny.us North Carolina James E. Long, Commissioner Department of Insurance Dobbs Building, 430 North Salisbury Street P.O. Box 26387 Raleigh, NC 27611 919-733-7349 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 Glenn Pomeroy, Insurance Commissioner North Dakota Insurance Department 600 East Boulevard Avenue 5th Floor 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 Nancy Colley, Consumer Advocate/Assistant Director Department of Insurance Office of Consumer Services 2100 Stella Court Columbus, OH 43215-1067 614-644-3378 Toll free: 1-800-686-1526 (consumer hotline) Toll free:1-800-686-1527 (fraud hotline) Toll free:1-800-686-3745 (senior hotline) 614-644-3745 Fax: 614-752-0740 E-mail: nancy.colley@ins.state.oh.us www.state.oh.us/ Oklahoma Carroll Fisher, Insurance Commissioner Oklahoma 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 Charles Nicoloff, Acting Administrator Oregon Insurance Division 350 Winter Street, NE Room 440-2 Salem, OR 97310-3883 503-947-7984 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 Carolyn Morris, Director Bureau of Consumer Service Insurance Department 1321 Strawberry Square 13th Floor 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 Juan Antonio Garcia, Commissioner of Insurance Office of the Commissioner of Insurance Call Box 8330 Fernandez Juncos Station Santurce, PR 00910-8330 787-722-8686 787-721-5848 Fax: 787-722-4402 Rhode Island Alfonso E. Mastrostefano, Superintendent Insurance Division 233 Richmond Street, Suite 233 Providence, RI 02903-4233 401-222-2223 Fax: 401-222-5475 South Carolina Ernst N. Csiszar, Director S. C. Department of Insurance Consumer Services 1612 Marion Street P.O. 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 Darla L. Lyon, Director South Dakota 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 Anne Pope, Commissioner Department of Commerce and Insurance 500 James Robertson Parkway 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 Jose Monyemayor, Commissioner of Insurance Texas Department of Insurance 333 Guadalupe Street (Zip 78701) P.O. 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 Merwin Stewart, 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 Elizabeth R. Costle, Commissioner Department of Banking, Insurance, Securities and Health Care Administration 89 Main Street 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 Maryleen Thomas, Director of Insurance Kongen's Garden #18 St. Thomas, VI 00802 340-774-7166 Fax: 340-774-9458 E-mail: vidoi001@aol.com Virginia Alfred W. Gross, Commissioner Bureau of Insurance State Corporation Commission P.O. Box 1157 1300 East Main Street (23219) (only 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 Deborah Senn, Commissioner of Insurance Office of the Commssioner of Insurance 14th Avenue and Water Street P.O. 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.wa.gov/ins West Virginia Hanley C. Clark, Commissioner Department of Insurance 1124 Smith St. (25301) P.O. Box 50540 Charleston, WV 25305-0540 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 Connie O'Connell, Commissioner Office of the Commissioner of Insurance 121 East Wilson Street (53702) P.O. Box 7873 Madison, WI 53707-7873 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 John McBride, Commissioner Wyoming Department of Insurance Herschler Building,122 West 25th Street 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 www.state.wy.us/~insurancde 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 Alabama Joseph P. Borg, Director Securities Commission 770 Washington Avenue Suite 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 Alaska Vince Usera, Senior Examiner Department of Commerce and Economic Development P.O. Box 110807 150 Third St., Room 217 Juneau, AK 99801 907-465-2521 Fax: 907-465-2549 www.dced.state.ak.us/bsc/bsc.htm Arizona Frank Marley III, Attorney -- Coordinator of Investor Education Arizona Coporation Commission Securities Division 1300 West Washington 3rd Floor Phoenix, AZ 85040 602-542-4242 Fax: 602-594-7470 E-mail: accsec@ccsd.cc.state.az.us www.ccsd.cc.state.az.us Arkansas Securities Division Heritage West Building 201 East Markham, 3rd Floor Little Rock, AR 72201-1692 501-324-9260 Toll free: 1-800-981-4429 Fax: 501-324-9268 E-mail: securities@mail.state.ar.us California William Kenefick, Commissioner Department of Corporations 320 W. 4th Street Suite 750 Los Angeles, CA 90013-1105 2113-576-7500 Toll free: 1-800-400-0815 (Health Plan issues only) Fax: 213-576-7188 www.corp.ca.gov Colorado Fred Joseph, Securities Commissioner Colorado Division of Securities 1580 Lincoln Street, Suite 420 Denver, CO 80203-1506 303-894-2320 TDD: 303-894-7880 Fax: 303-861-2126 www.dora.state.co.us/securities Connecticut John Burke, Banking Commissioner Department of Banking 260 Constitution Plaza Hartford, CT 06103-1800 860-240-8299 Toll free: 1-800-831-7225 Fax: 860-240-8178 www.state.ct.us/dob Delaware James Roff, Securities Commissioner Department of Justice Division of Securities State Office Building 820 North French Street, 5th Floor Wilmington, DE 19801 302-577-8424 Fax: 302-577-6987 www.state.de.us/securities District of Columbia Karen Archer, Dicector - Office of Consumer Services D.C. Public Service Commission Office of Consumer Services 717 14th Street NW Suite 200 Washington, DC 20005 202-626-9161 Florida Robert F. Milligan, Comptroller Division of Securities 101 East Gaines St. 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 Cathy Cox, Secretary of State Divison of Securities and Business Regulation Office of the Secretary of State 802 West Tower Two Martin Luther King, Jr. Drive Atlanta, GA 30334 404-656-3920 Toll free: 888-733-7427 Fax: 404-657-8410 E-mail: securities@sos.state.ga.us www.sos.state.ga.us Hawaii Ryan Ushijima, Commissioner of Securities Department of Commerce and Consumer Affairs Business Registration Division 1010 Richards Street 2nd Floor Honolulu, HI 96813 808-586-2744 Fax: 808-586-2733 E-mail: ryan_s_ushijima@dcca.state.hi.us www.hawaii.gov Idaho Marilyn Scanlan, Bureau Chief Securities Bureau P.O. Box 83720 Boise, ID 83720-0031 208-332-8004 Toll free in ID: 1-888-346-3378 Fax: 208-332-8099 E-mail: mscanlan@fin.state.id.us www.state.id.us./finance/dof.htm Kelly Robison, Bureau Chief Department of Finance P.O. Box 83720 Boise, ID 83720-0031 208-332-8002 Fax: 208-332-8098 www.state.id.us/finance Illinois Illinois Secretary of State Securities Department 520 South Second Street Suite 200 Springfield, IL 62701 217-782-2256 217-524-0652 Toll free in IL: 1-800-628-7937 www.sos.state.il.us Indiana Bradley W. Skolnik, 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 Iowa Securities Bureau Enforcement Section 340 Maple Street Des Moines, IA 50325 515-281-4441 Toll free: 1-800-351-4665 Fax: 515-281-3059 E-mail: iowasec@max.state.ia.us www.state.ia.us/government/com/ins/security/securi Kansas David Brant, Commissioner Office of the Kansas Securities Commissioner 618 South Kansas Avenue 2nd Floor Topeka, KS 66603-3804 785-296-3307 Toll free in KS: 1-800-232-9580 Fax: 785-296-6872 E-mail: ksecom@cjnetworks.com www.ink.org/public/ksecom Kentucky Ella D Robinson, Commissioner Department of Financial Institutions 1025 Capitol Center Dr. Suite. 200 Frankfort, KY 40601-3868 502-573-3390 Toll free: 1-800-223-2579 Fax: 502-573-8787 www.dfi.state.ky.us Louisiana Harry C. Stansbury, Deputy Commissioner of Securities Office of Financial Institutions Securities Division 8660 United Plaza Blvd., 2nd Floor Baton Rouge, LA 70809 225-925-4512 Fax: 225-925-4548 www.ofi.state.ia.us Maine Judith Dorsey, Supervisor of Enforcement Bureau of Banking Securities Division 121 State House Station Augusta, ME 04333-0121 207-624-8551 Toll free in ME only: 1-800-624-8551 TDD/TTY: 207-624-8563 Fax: 207-624-8590 E-mail: judith.a.dorsey.@state.me.us www.mainesecuritiesreg.org Maryland Melanie S. Lubin, Securities Commissioner Office of the Attorney General Securities 200 Saint Paul Place, 20th Floor 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 William Francis Galvin, Secretary of the Commonwealth Securities Division One Ashburton Place Room 1701 Boston, MA 02108 617-727-3548 Toll free in MA: 1-800-269-5428 Fax: 617-248-0177 ww.state.ma.us/sec/sct Michigan Joseph Webster, Director Corporation, Securities & Land Development Bureau P.O. Box 30222 6546 Mercantile Way Lansing, MI 48909 517-241-6370 Fax: 517-214-6371 E-mail: joseph.l.webster@cis.state.mi.us www.cis.state.mi.us/corp/ Minnesota Steve Minn, Commissioner of Commerce Department of Commerce 133 East Seventh Street 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 Leslie Scott, Assistant Secretary of State MS Secretary of State's Office Business Services P.O. Box 136 202 North Congress Street, Suite 500 Jackson, MS 39202 601-359-6371 Toll Free: 1-800-256-3494 Fax: 601-359-2663 E-mail: lscott@sos.state.ms.us www.sos.state.ms.us Missouri Douglas F. Wilburn, Commissioner of Securities P.O. Box 1276 Jefferson City, MO 65102 573-751-4136 Toll free in MO: 1-800-721-7996 Fax: 573-526-3124 www.mose.sos.state.mo.us Montana Mark O'Keefe, State Auditor & Securities Commissioner Securities Division Office of the State Auditor 840 Helena Avenue Helena, MT 59601 406-444-2040 Toll free in MT: 1-800-332-6148 Fax: 406-444-3497 www.state.mt.us/sao Nebraska Jack Herstein, Assistant Director Department of Banking & Finance Bureau of Securities P.O. Box 95006 Suite 311 The Atrium 1200 N St. Lincoln, NE 68509-5006 402-471-3445 E-mail: jackh@bkg.state.ne.us www.ndbf.org Nevada Jackie Reese, Chief Compliance Enforcement Investigator Securities Division Office of the Secretary of State 555 East Washington Avenue Suite 5200 Las Vegas, NV 89101 702-486-2440 Toll free nationwide: 1-800-758-6440 Fax: 702-486-2452 E-mail: jackie@excite.com www.sos.state.nv.us Scott Balder, Criminal Investigator III Nevada Secretary of State Securities Enforcement 1105 Terminal Way, Ste 211 Reno, NV 89502 775-688-1855 Toll free: 1-800-758-6440 Fax: 775-688-1858 www.sos.state.nv.us New Hampshire Peter C. Hildreth, 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 New Jersey Franklin Widmann, Bureau Chief Department of Law and Public Safety Division of Consumer Affairs, Bureau of Securities P.O. Box 47029 (07101) 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 William Verant, Acting Director Regulation & Licensing Department Securities Division 725 St. Michaels Drive Santa Fe, NM 87505-7605 505-827-7140 (general information) Fax: 505-984-0617 www.rld.state.nm.us New York Eric Dinallo, Bureau Chief New York State Department of Law Bureau of Investor Protection and Securities 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 North Carolina Elaine F. Marshall, Secretary of State Securities Division 300 North Salisbury Street Raleigh, NC 27603-5909 919-733-3924 Toll free: 1-800-688-4507 (investor hotline) Fax: 919-821-0818 www.state.nc.us/secstate/ North Dakota Jacqui Ferderer, Administrative Assistant North Dakota Securities Commissioner State Capitol -- 5th Floor 600 East Boulevard Avenue - Dept 414 Bismarck, ND 58505-0510 701-328-2910 Toll free in ND: 1-800-297-5124 Fax: 701-255-3113 E-mail: seccom@state.nd.us www.state.nd.us/securities Ohio Tom Geyer, Commissioner Division of Securities 77 South High Street 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 Irving L. Faught, Administrator Department of Securities First National Center 120 North Robinson, Suite 860 Oklahoma City, OK 73102 405-280-7700 Fax: 405-280-7742 E-mail: ods.general@oklaoss.state.ok.us www.securities.state.ok.us Oregon Division of Finance and Corporate Securities Securities Section 350 Winter Street, NE, Suite 410 Salem, OR 97310 503-378-4140 (Corporate Securities Section) 503-378-4387 Fax: 503-947-7862 E-mail: dcbs.fcsmail@state.or.us www.cbs.state.or.us/external/dfcs/index.html Richard Nockleby, Administrator Division of Finance & Corporate Securities 350 Winter Street, NE Room 21 Salem, OR 97310 503-378-4387 (Corporate Securities Section) 503-378-4140 (Finance Section) Fax: 503-947-7862 E-mail: dcbs.dfcsmail@state.or.us Pennsylvania Joseph Sheperd, Personnel Director Pennsylvania Securities Commission Management Services Eastgate Office Building 2nd Floor 1010 North 7th Street Harrisburg, PA 17102-1410 717-783-4689 717-787-8061 Toll free in PA: 1-877-881-6388 Fax: 717-783-5125 E-mail: jsheperd@state.pa.us www.psc.state.pa.us Puerto Rico Joseph P. O'Neil, Commissioner Securities Division Office of the Commissioner 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 Felipe B. Cruz, Asst Commissioner Regulations Division Office of the Commissioner of Financial Institutions Fenandez Juncos Station PO Box 11855 San Juan, PR 00910-3855 Hotline: 787-723-8403 Fax: 787-723-4225 E-mail: felipec@cif.gov.pr www.cif.gov.pr Rhode Island Maria D'Alessandro Piccirilli, Associate Director and Superintendent of Securities Rhode Island Department of Business Regulation Securities Division 233 Richmond Street Suite 232 Providence, RI 02903-4232 401-222-3048 TDD: 401-222-2999 Fax: 401-222-5629 E-mail: mpicciri@dbr.state.ri.us South Carolina David N. Janson, Deputy of Securities Commissioner Attorny Generals Office Securities Section, Rembert C Dennis Office Building 1000 Assembly Street Columbia, SC 29201 803-734-9916 Fax: 803-734-0032 www.lpitr.state.sc.us/code/statmast.htm South Dakota Gail Sheppick, Director Division of Securities 118 West Capitol Avenue Pierre, SD 57501-2013 605-773-4823 Fax: 605-773-5953 www.state.sd.us/dcr/securities Tennessee Daphne D. Smith, Assistant Commissioner Tennessee Department of Commerce and Insurance Securities Davy Crockett Tower, Suite 680 500 James Robertson Parkway Nashville, TN 37243 615-741-2947 615-741-5900 Toll free in TN: 1-800-863-9117 www.state.tn.us/commerce.index.html Texas Denise Voigt Crawford, Securities Commissioner State Securities Board P.O. Box 13167 Austin, TX 78711-3167 512-305-8300 Fax: 512-305-8310 www.ssb.state.tx.us Utah S. Anthony Taggart, Director Utah Department of Commerce Division of Securities 160 East 300 South 2nd Floor PO Box 146760 Salt Lake City, UT 84114-6760 801-530-6600 Toll free in UT: 1-800-721-7233 Fax: 801-530-6980 E-mail: security@br.state.ut.us www.commerce.state.ut.us Vermont Blythe McLaughlin, Deputy Commissioner for Securities Vermont Department of Banking, Insurance, Securities, & Health Care Administration Securities Division 89 Main Street Drawer 20 Montpelier, VT 05620-3101 802-828-3420 Fax: 802-828-2896 www.state.vt.us/bis Virginia Ron Thomas, Director Division of Securities and Retail Franchising State Corporation Commission P.O. 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 Washington Deborah Bortner, Administrator Department of Financial Institutions Securities P.O. Box 9033 Olympia, WA 98507-9033 360-902-8760 TDD: 360-664-8126 Fax: 360-586-5068 www.securities.state.oh.us West Virginia Chester Thompson, Deputy Commissioner of Securities Securities Division State Auditor's Office 106 Dee Drive Charleston, WV 25311 304-558-2257 Toll free: 1-888-509-6567 Fax: 304-558-4211 www.wvauditor.com Wisconsin Patricia Struck, Administrator Division of Securities Department of Financial Institutions P.O. Box 1768 Madison, WI 53702-1768 608-266-3432 Toll free in WI: 1-800-47-CHECK Fax: 608-256-1259 www.wdfi.org Wyoming Joseph B. Meyer, Secretary of State Securities Division State Capitol Building 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 www.soswy.state.wy.us 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 James Sullivan, President Public Service Commission P.O. Box 991 Montgomery, AL 36101-0991 Toll free in AL: 1-800-392-8050 (Consumer Services office) Fax: 334-242-0727 (Consumer Services office) Alaska G. Nanette Thompson, Chair Regulatory Commission of Alaska 1016 West 6th Avenue 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 Carl Kunasek, Chairman Arizona Corporation Commission 1200 West Washington Street 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 Jim Von Gremp, Chairman Public Service Commission P.O. Box 400 Little Rock, AR 72203-0400 501-682-1453 Toll free in AR: 1-800-482-1164 (complaints) Fax: 501-682-5731 California Richard Bilas, President Public Utilities Commission 505 Van Ness Avenue 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.state.ar.us/psc Colorado Ray Gifford, Chairman Public Utilities Commission 1580 Logan Street, 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 Donald W. Downes, 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/ Christine Lewis, Director Connecticut Dept of Social Services Elderly Services 25 Sigourney Street 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 Arnetta McRae, 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 Edward M. Meyers, Acting 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 Joe Garcia, 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 Bob Durden, Chairperson Public Service Commission 47 Trinity Avenue 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 Yukio Naito, Chairman Public Utilities Commission 465 South King Street Room 103 Honolulu, HI 96813 808-586-2020 Fax: 808-586-2066 E-mail: hipuc@lava.net Idaho Dennis Hansen, President Public Utilities Commission P.O. Box 83720 Boise, ID 83720-0074 208-334-0300 Toll free in ID: 1-800-432-0369 TDD/TTY: 1-800-223-3131 Fax: 208-334-3762 E-mail: ipuc@puc.state.id.us www.puc.state.id.us Illinois Richard L. Mathias, Chairman Illinois Commerce Commission 527 East Capitol Avenue P.O. Box 19280 Springfield, IL 62794-9280 217-782-7295 Toll free in IL: 1-800-524-0795 TDD/TTY: 1-800-858-9277 Fax: 217-782-1042 www.icc.state.il.us Indiana Faith Goff, Director, Consumer Affairs Indiana Utility Regulatory Commission Consumer Affairs 302 West Washington Street Suite 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 Allan T. Thoms, Chairperson Iowa Utilities Board 350 Maple Street 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 John Wine, 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 B.J. Helton, Chairman Public Service Commission 211 Sower Blvd P.O. Box 615 Frankfort, KY 40602 502-564-3490 Toll free in KY: 1-800-772-4636 (complaints only) TDD/TTY: 1-800-648-6056 Fax: 502-564-3460 www.psc.state.ky.us Louisiana Don Owen, Commissioner Public Service Commission P.O. 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 Thomas L. Welch, Chairman Public Utilities Commission 242 State Street Augusta, ME 04333 207-287-3831 Toll free in ME: 1-800-452-4699 TTY toll free relay: 1-800-437-1220 Fax: 207-287-1039 E-mail: maine.puc@state.me.us www.state.me.us/mpuc/ Maryland Glenn F. Ivey, Chairman Public Service Commission 6 St. Paul Street 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 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 John Strand, 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 Edward Garvey, Chairman Public Utilities Commission 121 7th Place East, Suite 350 St. Paul, MN 55101-2147 651-296-0406 Toll free in MN: 1-800-657-3782 TDD: 651-297-1200 Fax: 651-297-7073 E-mail: CAOstaff@pucgate.puc.state.mn.us www.state.mn.us/ebrach/puc Mississippi Neilsen Cochran, 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 ww.mslawyer.com/mpsc/mpsc.html Missouri Sheila Lumpe, Chairman Public Service Commission P.O. 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 Dave Fisher, Chairman Public Service Commission 1701 Prospect Avenue P.O. Box 202601 Helena, MT 59620-2601 406-444-6199 Toll free in MT: 1-800-646-6150 TDD: 406-444-6199 Fax: 406-444-7618 www.psc.state.mt.us Nebraska Frank Landis, Chairman Public Service Commission 300 The Atrium, 1200 N Street P.O. 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 Don Saderberg, Chairman Public Utilities Commission 555 East Washington Avenue Room 4500 Las Vegas, NV 89101 702-486-2600 Toll free: 1-800-992-0900 (Carson City) Fax: 702-486-2595 www.state.nv.us/puc New Hampshire Douglas L. Patch, Chairman Public Utilities Commission 8 Old Suncook Road Building 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 Herbert H. Tate, 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.njin.net/njbpu/index.html New Mexico Molly Whitted, Director New Mexico Public Regulation Commission Consumer Relations Division PO Drawer 1269 Santa Fe, NM 87504-1269 505-827-4593 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 Ronald Cerniglia, Director Public Service Commission Consumer Education & Advocacy 3 Empire State Plaza Albany, NY 12223-1350 518-474-1540 Toll free in NY: 1-877-661-9223 (complaints - gas, electric, telephone) Fax: 518-474-1691 E-mail: rxc@dps.state.ny.us www.dps.state.ny.us North Carolina Jo Anne Sanford, Chair North Carolina Utilities Commission P.O. Box 29510 Raleigh, NC 27626-0510 919-733-4249 Fax: 919-733-7300 E-mail: sandford@ncucmail.commerce.state.nc.us www.ncuc.commerce.state.nc.us/ North Dakota Bruce Hagen, President North Dakota Public Service Commission 600 E. Boulevard Ave, Dept 468 12th Floor Bismarck, ND 58505-0480 701-328-2400 TDD in ND: 1-800-366-6888 Fax: 701-328-2410 E-mail: sab@oracle.psc.state.nd.us www.psc.state.nd.us Ohio Alan Schriber, Chairman Public Utilities Commission of Ohio 180 East Broad Street 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 Bob Anthony, 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 Ron Eachus, 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 John M. Quain, Chairman Public Utility Commission P.O. 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 Nydia E. Rodriguez Martinez, Chairman Public Service Commission P.O. Box 190870 San Juan, PR 00919-0817 787-756-1425 Fax: 787-758-3418 E-mail: nydiardz@prtc.net Rhode Island Public Utilities Commission 100 Orange Street 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 Phillip Bradley, Chairman Public Service Commission P.O. 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 Leni Healy, Director Public Utilities Commission Consumer Affairs 500 East Capitol Avenue 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.html Pam Nelson, Vice Chairman Public Utilities Commission 500 East Capitol Avenue Pierre, SD 57501-5070 605-773-3201 Fax: 605-773-3809 www.state.sd.us/puc.htm Tennessee Melvin Malone, 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 Sara Lee Tiede, Chairman Public Utility Commission 1701 North Congress Avenue P.O. Box 13326 Austin, TX 78711-3326 512-936-7000 Toll free: 1-888-PUC-TIPS (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 Stephen F. Mecham, 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 Michael H. Dworkin, Chairman Vermont Public Service Board 112 State Street 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 Sedonie Halbert, Commissioner Public Services Commission Koud Horsen Complex - Bldg A 1303 Hospital Ground St. Thomas, VI 00802 340-774-1166 340-774-0930 Fax: 340-774-3466 E-mail: dhs@islands.vi Virginia Theodore V. Morrison Jr., Chairman State Corporation Commission P.O. 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 Marilyn Showalter, 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 Charlotte R. Lane, Chairman Public Service Commission 201 Brooks Street 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 Public Service Commission of Wisconsin Consumer Affairs Unit 610 North Whitney Way (53705) P.O. 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 Steven Ellenbecker, Chairman Public Service Commission 2515 Warren Avenue, 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 www.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 Steadman Hollis, Director Weights and Measures Division Department of Agriculture P.O. 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 Aves Thompson, Director Division of Measurement Standards and Commercial Vehicle Enforcement Department of Transportation and Public Facilities Huffman Buisness 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 Department of Weights and Measures 4425 West Olive Ave., Suite 134 Glendale, AZ 85302 602-255-5211 Toll free in AZ: 1-800-277-6675 Toll free: 1-800-277-6675 Fax: 602-255-1950 Arkansas James M. Hile, Director Bureau of Standards 4608 West 61st Street Little Rock, AR 72209 501-225-1598 Fax: 501-562-7605 E-mail: mike.hile@aspb.state.ar.us California Barbara Bloch, Director Division of Measurement Standards Department of Food and Agriculture 8500 Fruitridge Road Sacramento, CA 95826 916-229-3000 Fax: 916-229-3026 www.cdfa.ca.gov Colorado David Wallace, Chief Measurements Standards Section Department of Agriculture 3125 Wyandot Street Denver, CO 80211 303-477-4220 303-477-4613 303-477-4818 Fax: 303-477-4248 www.ag.state.co.us/ics/measurement_standards.html Connecticut John F. McGuire, Director Weights and Measures Division Department of Consumer Protection State Office Building, Room 165 165 Capitol Avenue Hartford, CT 06106 860-713-6168 860-713-6160 Fax: 860-713-7244 E-mail: jack.mcguire@po.state.ct.us www.state.ct.us/dcp Delaware Steven Connors, 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 Jeffrey Mason, 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 Max Gray, 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 Bill Truby, 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 Samuel Camp, Administrator Measurement Standards Branch Department of Agriculture 725 Ilalo Street Honolulu, HI 96813-5524 808-586-0886 Fax: 808-586-0889 Idaho Tom Schafer, 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 Sid Colbrook, 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 Larry Stump, Director, Weights & Measures - motorfuel program State of Indiana Weights and Measures Division 2525 North Shadeland Avenue 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/isdn/requcs/wtmsr/welcome.html Iowa Darryl Brown, 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 Constantine Cotsoradis, Director Weights and Measures Division Kansas 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.ubc.org/public/kda/weights/wm.html Kentucky Larry Hatfield, Director Division of Regulation and Inspection Department of Agriculture 106 West Second Street Frankfort, KY 40601 502-564-4870 Toll free: 1-800-833-6289 Fax: 502-564-5669 Louisiana Ronald Harrell, Director Division of Weights and Measures Department of Agriculture P.O. Box 91081 Baton Rouge, LA 70821-9081 225-925-3780 Fax: 225-922-0477 www.ldaf.state.la.us Maine David E. Gagnon, 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 Louis E. Straub, Chief, Weights and Measures Section Maryland 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 Charles Carroll, Assistant Director of Standards State Division of Standards One Ashburton Place McCormick Building, Room 1115 Boston, MA 02108 617-727-3480 Toll free: 1-888-283-3757 Fax: 617-727-5705 www.magnet.state.ma.us./standards Michigan Katherine Fedder, Division Director Department of Agriculture, Food and Dairy Division Ottawa Building, 4th Floor P.O. Box 30017 Lansing, MI 48909 517-373-1060 Fax: 517-373-3333 www.mda.state.mi.us Minnesota Phil Smith, Manager Division of Weights and Measures Department of Commerce 121 7th Place East Suite 200 St. Paul, MN 551012145 651-296-5175 Toll free: 1-800-657-3710 Fax: 651-296-0201 www.dpsv.state.mn.us Mike Blacik, 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 Rullell E. Robbins Jre, Director Weights and Measures Division Department of Agriculture 121 North Jefferson Street P.O. Box 1609 Jackson, MS 39201 601-359-1149 Fax: 601-354-6502 E-mail: rusty@mdac.state.ms.us www.state.ms.us Missouri Roy Humphreys, Division Director Weights and Measures Division Department of Agriculture P.O. Box 630 Jefferson City, MO 65102-0630 573-751-4316 Fax: 573-751-0281 www.mda.state.mo.us Montana Jack Kane, Bureau Chief Bureau of Weights and Measures Department of Commerce 1424 9th Avenue Helena, MT 59620 406-444-3164 Fax: 406-444-4305 E-mail: jkane@state.mt.gov www.commerce.state.mt.us/wght&msrs/index.html Nebraska Steven A. Malone, Administrator Nebraska Department of Agricluture Weights and Measures 301 Centennial Mall South P.O. 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 Edward M. Hoganson, 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 Stephen Taylor, Commissioner Bureau of Weights and Measures Department of Agriculture, Markets and Food P.O. Box 2042 Concord, NH 03302-2042 603-271-3700 Fax: 603-271-1109 New Jersey Louis E. Greenleaf, 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 Gary West, Director Standards and Consumer Services Department of Agriculture MSC 3170, P.O. Box 30005 Las Cruces, NM 88003-8005 505-646-1616 Fax: 505-646-2361 nmdaweb.nmsu.edu New York Ross Andersen, 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 David Smith, Standards Division Director North Carolina Department of Agriculture & Consumer Services Standards Division P.O. 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 Alan Moch, Director North Dakota Public Service Commission Testing and Safety Division 600 East Boulevard Avenue Department 408 Bismarck, ND 58505-0480 701-328-2413 701-328-3337 TDD Toll free: 1-800-336-6888 Fax: 701-324-2410 E-mail: msmail.aqm@oracle.psc.state.nd.us www.psc.state.nd.us Ohio Leanard Hubert, Chief Ohio Department of Agriculture Division of Weights and Measures 8995 East Main Street 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 Sancho Dickinson, III, Director Plant Industry and Consumer Services Department of Agriculture 2800 North Lincoln Blvd. PO Box 528804 Oklahoma City, OK 73105-8804 405-522-5879 405-522-5968 Fax: 405-522-4584 E-mail: sdickins@oda.state.ok.us www.state.ok.us/~okag/picshome.html Oregon George Shefcheck, Administrator Measurement Standards Department of Agriculture 635 Capitol Street, 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 Pennsylvania Charles Bruckner, Director Bureau of Ride and Measurement Standards Department of Agriculture 2301 North Cameron Street Harrisburg, PA 17110-9408 717-787-9089 717-787-6772 Fax: 717-783-4158 E-mail: cbruckn@state.pa.us www.pda.state.pa.us Puerto Rico Francisco F. Aponte, 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 787-721-0960 Rhode Island Lynda L. Maurer, Supervising Metrologist Mercantile Weights and Measures Division Department of Labor and Training 610 Manton Avenue Providence, RI 02909 401-457-1867 Fax: 401-457-1873 South Carolina Carol P. Fulmer, Assistant Commissioner Consumer Services Division Department of Agriculture P.O. Box 11280 Columbia, SC 29211-1280 803-737-9690 Fax: 803-737-9703 E-mail: cfulmer@scda.state.sc.us www.state.sc.us/scda/consumer.html South Dakota Joe Hjermstad, Director Division of Commercial Inspection and Regulation 118 West Capitol Pierre, SD 57501-2036 605-773-3697 Fax: 605-773-6631 Tennessee Robert Williams, Standards Administrator Weights and Measures Department of Agriculture P.O. 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 Stephen Pahl, Coordinator of Weights and Measures Texas Department of Agriculture Regulatory Division P.O. Box 12847 Austin, TX 78711 TDD/TTY Toll free: 1-800-735-2989 Fax: 512-463-8225 www.agr.state.tx.us Utah Kyle R. Stephens, Director Division of Regulatory Services State Department of Agriculture P.O. Box 146500 Salt Lake City, UT 84114-6500 801-538-7150 Fax: 801-538-7126 www.ag.state.ut.us Vermont Henry Marckres, Supervisor Consumer Assurance Section Department of Agriculture Food & Markets 116 State Street, Drawer 20 Montpelier, VT 05620-2901 802-828-3456 802-828-2436 Fax: 802-828-2361 E-mail: henry@agr.state.vt.us www.state.vt.us Virgin Islands Maurice Illidge, 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 J. Alan Rogers, Program Manager Virginia Department of Agriculture & Consumer Services, Office of Product and Industry Standards Consumer Protection 1100 Bank Street 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.state.va.us/vdacs/vdacs/htm Washington Jerry Buendel, Program Manager Weights and Measures Department of Agriculture P.O. Box 42560 Olympia, WA 98504-2560 360-902-1857 Fax: 360-902-2086 E-mail: jbuendel@agr.wa.gov www.wa.gov West Virginia Karl Angell, Jr., Director Weights and Measures Section Division of Labor 570 West MacCorkle Avenue St. Alban, WV 25177 304-722-0602 Fax: 304-722-0605 E-mail: angelk@mail.wvnet.edu Wyoming Jim Bigelow, Technical Services Manager Wyoming Department of Agriculture Consumer/Compliance 2219 Cary Avenue Cheyenne, WY 82002-0100 307-777-6590 Fax: 307-777-6593 www.wyagric.state.wy.us U.S. Military Consumer Services Programs Military personnel and their families who are seeking help with consumer problems or financial questions should go directly to their local base's Family Support Center or Community Service Center. Hundreds of Centers worldwide offer assistance in financial and family counseling; consumer, family; and career education; and personal financial planning. Help is also available regarding handling consumer complaints, preparing your income tax, and dealing with emergency financial problems. If you cannot locate a Center, contact your respective military branch's headquarters for the Family Support or Community Service Air Force Family Matters Office David Rothwell, Chief HQ USAF/DPPFF 1040 Air Force Pentagon, Room 5C238 Washington, DC 20330-1040 703-697-4720 Fax: 703-695-4083 Marine Corps Personnel Services Marine Corps Community Services Dave Neely, Director HqDN,HqMC, Henderson Hall, Bldg # 29 1555 S. Southgate Road Arlington, VA 22214-5023 703-614-7205 Fax: 703-614-7209 E-mail:www.usmc-mccs.org Navy Family Service Center Ed Roscoe, Consumer Affairs Program Manager Chief of Naval Personnel 2 Navy Annex Washington, DC 20370-6620 703-693-0804 (Fachon Reed, PFM Manager) Toll free: 1-800-368-5056 (Consumer Affairs) Fax: 901-874-2630 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 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 Central Region Chuck McDonald, Supervisor, Customer Relations P.O. Box 660202 Dallas, TX 75266-0202 214-312-3531 Toll free: 1-800-527-6790 Fax: 214-312-2754 www.aafes.com Northeast Region P.O. Box 660320 Dallas, TX 75266-0320 972-277-7103 Fax: 972-277-7115 www.aafes.com Southeast Region P.O. Box 650320 Dallas, TX 75265-0447 972-277-7303 Fax: 972-277-7315 www.aafes.com U.S. Headquarters Barry Bates, Commander Army and Air Force Exhange Service Headquarters P.O. Box 660202 Dallas, TX 75266-0202 214-312-3531 Fax: 214-312-2754 www.aafes.com Western Region P.O. Box 650320 Dallas, TX 75265-0429 972-277-7403 Fax: 972-277-7415 www.aafes.com Coast Guard Exchange System Central Region Judy Kelly, Retail Operations Manager Captain Otto Graham Retail 13920 West Parkway Drive Cleveland, OH 44135-4500 216-671-3267 Fax: 216-522-4098 E-mail:Jkelly@CG-Exchange Corporate Headquarters Office of Exchange & Moral Loren A. Tschohl, Chief 870 Greenbrier Circle, Tower II Chesapeake, VA 23320-2681 757-420-2480 ext 3014 Fax: 757-420-0286 E-mail:Cmoore@CG-Exchange.com Western Region 400 Sand Island Parkway Honolulu, HI 96819-4326 808-541-2469 Fax: 808-832-2566 E-mail:Lyatogo@CG-Exchange.com Defense Commissary Agency DeCA Headquarters Robert J Counter, Jr, Director 1300 E Avenue Fort Lee, VA 23801-1800 804-734-8717 Fax: 804-734-8244 www.commissaries.com Eastern Region Charles Wiker, Director Eastern Region 5151 Bonney Road, Suite 201 Virginia Beach, VA 23462-4314 757-462-3500 Fax: 757-462-3565 www.deca.mil Eastern Region, Northern Area Dennis A. Syracuse, Vice President Northern Area Office Huber Road, Building 2257 Fort George C. Meade, MD 20755-5220 301-677-9782 301-677-9823 Toll free: 1-800-987-7295 Fax: 301-677-9222 Eastern Region, Southern Area Owen Boutelle, Vice President 60 West Maxwell Blvd. Maxwell Air Force Base, AL 36112-6307 334-953-6318 334-953-6319 Fax: 334-953-2346/3725 www.commissaries.com Midwest Region 300 AFCOMS Way, Bldg. 3030 Kelly Air Force Base, TX 78241-6132 210-925-6655 Fax: 210-925-2619 www.dtic.mil/deca Southwest Region Dwight Waterman, Store Director DECA El Toro Commissary Building 694, P.O. Box 96017 Irvine, CA 92619-3490 949-726-3079 Fax: 949-726-4330 www.deca.mil Western Pacific Region Roy Speight, Director 3401 Acacia Street Building 950 Building 950 McClellan AFB, CA 95652-1154 916-569-4697 (command secretary) Fax: 916-569-4695 Marine Corps Exchange Service Penny Nichols-Stell, Head, Business Operations Henderson Hall P.O. Box 4009, Bldg. 26 Arlington, VA 22204-0009 703-979-8420 Fax: 703-979-0972 Harry Sherman, Director, Retail Marine Corps Logistics Base Bldg. 319 Barstow, CA 92311-5003 760-256-8974 Fax: 760-256-7027 Ben W. King, Director Marine Corps Air Station P.O. Box 55018 Beaufort, SC 29904-5018 843-228-7627 Fax: 843-228-7077 Glen Wilson, Manager Marine Corps Base Bldg. 84 Camp Lejuene, NC 28542-5003 910-451-3170 Fax: 910-451-2907 E-mail:wilsoncg@lejuene.usmc.kil Joe Allison, Retail Director Marine Corps Base Bldg. 1108 Camp Pendleton, CA 92055-5020 760-725-6233 Toll free: 1-800-375-NCCS (National) Fax: 760-385-0446 www.mccscamppendlton.com Hal LaDrew, Manager Marine Corps Air Station Bldg. 3918 Cherry Point, NC 28533-5009 252-447-7041 Fax: 252-447-2922 Pat Sasaki, Senior Buyer, Purchasing Office P.O. Box 63073 Building 1404 Kanehoe Bay, HI 96863-3073 808-254-7522 Fax: 808-254-7508 M. D. Gibsin, Director Camp Elmore 1251 Yalu Street Norfolk, VA 23515-4693 757-423-1187 Fax: 757-423-5819 Marine Corps Recruit Depot ERR Bldg 202, PO Box 5001 Parris Island, SC 29905-5001 843-525-3301 Fax: 843-525-2872 Vicky Bartlett, Head, Retail Marine Corps Combat Dev Command PO Box 229, Building 3500 Quantico, VA 22134-0229 703-640-8800 Toll free: 1-800-762-8762 Fax: 703-640-6708 Headquarters U.S. Marine Corps. Quantico, VA 22134 703-640-8800 Fax: 703-784-5354 Pat Chavez, Director Human Resources Marine Corps Recruit Depot/WRR, 3800 Chosin Avenue San Diego, CA 92140-5196 619-297-2500 Fax: 619-297-2806 www.mwrmcrd.com Ron Arden, Merchandise Manager USMC Community Services (Attn: Retail & Services) MC Air Ground Combat Center, Box 788150 Twentynine Palms, CA 92278-8150 760-830-6163 Fax: 760-830-7239 L. Lumkin III, Retail Officer MCCS Retail Marine Corp Exchange 0270 Box 99115 Yuma, AZ 85369-9115 (head retail) 520-341-2363 Fax: 520-344-1902 Regional Headquarters Terry Whitaker, Head of Retail & Services Marine Corps Exchange Marine Corps Logistics Base, Bldg. 7500 Albany, GA 31704-3059 912-888-6801 Fax: 912-439-0324 Navy Exchange Service Center Marsha Brooks, General Manager Navy Exchange Box 104 Jacksonville Naval Air Station Jacksonville, FL 32212-0104 904-777-7200 Fax: 904-777-7221 (General Manager) Roger Blood, General Manager 1560 Mall Drive Norfolk, VA 23511-3898 757-440-2000 Fax: 757-444-2131 Gary King, General Manager Naval Station Box 368036 San Diego, CA 92136-8036 619-544-2100 Fax: 619-231-7826 Pacific Rim Director 1475 Pierce Street Pearl Harbor, HI 96860 808-423-3201 Fax: 808-422-7897 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 http://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 http://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. In addition to the BBBs listed below, there are 16 BBBs in Canada. The Council of Better Business Bureaus can give you the Council Council of Better Business Bureaus, Inc. 4200 Wilson Boulevard Arlington, VA 22203 703-276-0100 Fax: 703-525-8277 www.bbb.org Bureaus Alabama 1210 South 20th Street Birmingham, AL 35205 205-933-5550 205-558-2238 Fax: 205-558-2239 E-mail: info@birmingham-al.bbb.org www.birmingham-al.bbb.org 118 Woodburn Dothan, AL 36305 334-794-0492 Toll free in AL: 1-800-824-5274 Fax: 334-794-0659 205 South Seminary Street, Suite 114 Florence, AL 35630 256-740-8223 Fax: 256-740-8219 www.northalabama.bbb.org 107 Lincoln Street, NE P.O. Box 383 Huntsville, AL 35804 256-533-1640 256-539-2118 Toll free: 1-800-239-1642 (N. Alabama only) Fax: 205-533-1177 E-mail: info@northalabama.bbb.org www.northalabama.bbb.org 100 North Royal Street P.O. Box 2008 (36652-2008) Mobile, AL 36602 334-433-5494 Fax: 334-438-3191 E-mail: info@bbbsouthal.org www.bbbaouthal.org Alaska 2805 Bering Street, Suite 5 P.O. 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Box 2587 Columbus, GA 31902-2587 706-324-0712 Fax: 706-324-2181 E-mail: info@columbus-ga.bbb.org www.columbus-ga.bbb.org 277 Martin Luther King JR Boulevard Suite 102 Macon, GA 31201-3495 912-742-7999 Fax: 912-742-8191 E-mail: info@macon.bbb.org www.macon.bbb.org 6606 Abercorn Street, Suite 108-C Savannah, GA 31405 912-354-7521 (9 am-1 pm, M-Th) Fax: 912-354-5068 E-mail: savannahcb@gte.net www.savannah.bbb.org Hawaii 1132 Bishop Street Suite 1507 Honolulu, HI 98613-2822 808-536-6956 Fax: 808-523-2335 E-mail: info@hawaii.bbb.org www.hawaii.bbb.org Idaho 4619 Emerald St., Suite A2 Boise, ID 83706 208-342-4649 Toll free: 1-800-218-1001 (ID only) Fax: 208-342-5116 www.boise.bbb.org 1575 South Blvd. Idaho Falls, ID 83404-5926 208-523-9754 Fax: 208-524-6190 E-mail: bbb-if@srv.net www.idahofalls.bbb.org Illinois 330 North Wabash Avenue Suite 2006 Chicago, IL 60611 312-832-0500 Fax: 312-832-9985 www.chicago.bbb.org 3024 West Lake, Suite 200 Peoria, IL 61615-3770 309-688-3741 Fax: 309-681-7290 E-mail: bbb@heart.net www.peoria.bbb.org 810 East State Street, 3rd Floor Rockford, IL 61104 815-963-2222 Fax: 815-963-0329 www.chicago.bbb.org Indiana 722 West Bristol Street, Suite C Elkhart, IN 46515-0405 219-262-9884 Fax: 219-266-2026 E-mail: bbbelk@sbtinfi.net www.elkhart.bbb.org 1139 Washington Square Evansville, IN 47715 812-473-0202 Fax: 812-473-3080 E-mail: info@evansville.bbb.org www.evansville.bbb.org 1203 Webster Street Fort Wayne, IN 46808-3493 219-423-4433 Fax: 219-423-3301 E-mail: info@fortwayne.bbb.org www.fortwayne.bbb.org 22 East Washington Street, Suite 200 Victoria Center Indianapolis, IN 46204-3584 317-488-2222 Fax: 317-488-2224 E-mail: indycb@get.net www.indianapolis.bbb.org 6111 Harrison Street, Suite 101 Merriville, IN 46410 219-980-1511 219-769-8053 Fax: 219-554-2123 E-mail: info@gary.bbb.org 207 Dixie Way North, Suite 130 South Bend, IN 46637-3360 219-277-9121 Fax: 219-273-6666 Iowa 852 Middle Road, Suite 290 Bettendorf, IA 52722-4100 319-355-6344 Toll free: 1-800-222-1600 (IA only) Fax: 319-355-0306 www.desmoines.bbb.org 505 5th Avenue, Suite 950 Des Moines, IA 50309-2375 515-243-8137 Toll free: 1-800-222-1600 (in IA) Fax: 515-243-2227 E-mail: info@dm.bbb.org www.desmoines.bbb.org 505 6th Street, Suite 300 Sioux City, IA 51101 712-252-4501 Fax: 712-252-0285 www.bb.org Kansas 501 Southeast Jefferson, Suite 24 Topeka, KS 66607-1190 785-232-0454 Fax: 785-232-9677 E-mail: info@topeka.bbb.org www.topeka.bbb.org 328 Laura PO Box 11707 (67202-1707) Wichita, KS 67211 316-263-3146 Toll free in KS only: 1-800-856-2417 E-mail: info@wichita.bbb.org www.wichita.bbb.org Kentucky 1460 Newtown Pike Lexington, KY 40511 606-259-1008 Toll free: 1-800-866-6668 (in KY.) 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Fax: 505-346-0696 E-mail: bureau@bbbnm.org www.bbbnm.org 308 North Locke Farmington, NM 87401-5855 505-326-6501 Toll free: 1-800-748-3223 (NM & CO only) Fax: 505-327-7731 www.farmington.bbb.org New York Upstate New York Regional Office 741 Delaware Buffalo, NY 14202 716-881-5222 Toll free in NY only: 1-800-828-5000 Fax: 716-883-5349 E-mail: granelli@upstatenybbb.org 266 Main Street Farmingdale, NY 11735-2618 516-420-0760 www.newyork.bbb.org 30 Glenn Street White Plains, NY 10603-3213 914-428-1230 Toll free: 1-800-555-4222 E-mail: mhbbb@westnet.com www.newyork.bbb.org North Carolina One West Pack Sq., Ste 1200 Asheville, NC 28801-3408 828-253-2392 Toll Free:800-452-2882 (NC only) Fax: 828-252-5039 E-mail: info@asheville.bbb.org www.asheville.bbb.org 5200 Park Road, Suite 202 Charlotte, NC 28209-3650 704-527-0012 Fax: 704-525-7624 www.charlotte.bbb.org 3608 West Friendly Avenue Greensboro, NC 27410-4895 336-852-4240 Toll free: 1-800-888-9493 (Central NC only) Fax: 336-852-7540 E-mail: info@greensboro.bbb.org www.greensboro.bbb.org 3125 Poplarwood Ct, Ste 308 Raleigh, NC 27604-1080 919-872-9240 Fax: 919-954-0622 E-mail: info@raleigh.bbb.org www.raleigh-durham.bbb.org 500 West 5th Street, Suite 202 Winston-Salem, NC 27101 336-725-8348 Toll free: 1-800-777-8348 (NC only) Fax: 336-777-3727 E-mail: bbb@nwncbbb.com www.nwnc.bbb.org Ohio 222 West Market Street Akron, OH 44303-2111 330-253-4590 Fax: 330-253-6249 E-mail: info@akron.bbb.org www.akron.bbb.org 1434 Cleveland Avenue, NW (44703) P.O. Box 8017 Canton, OH 44711-8017 330-454-9401 Toll free: 1-800-362-0494 (in OH and WV) Fax: 330-456-8957 E-mail: info@canton.bbb.org www.canton.bbb.org 898 Walnut Street Cincinnati, OH 45202 513-421-3015 Fax: 513-621-0907 E-mail: info@cincinnati.bbb.org www.cincinnati.bbb.org 2217 East 9th Street, Suite 200 Cleveland, OH 44119 216-241-7678 E-mail: info@cleveland.bbb.org www.cleveland.bbb.org 1335 Dublin Road Suite 30 A Columbus, OH 43215 614-486-6336 Toll free: 1-800-759-2400 Fax: 614-486-6631 E-mail: info@columbus-ohbbb.org www.columbus-ohbbb.org 40 West Fourth Street Suite 1250 Dayton, OH 45402 937-222-5825 Toll free: 1-800-776-5301 Fax: 973-222-3338 E-mail: info@dayton.bbb.org www.dayton.bbb.org 219 North McDonel (45801) P.O. Box 269 Lima, OH 45802-0269 419-223-7010 Fax: 419-229-2029 E-mail: bbb@wcoil.com www.wcohio.bbb.org 3103 Executive Parkway Suite 200 Toledo, OH 43606-1312 419-531-3116 (Eastern Time Zone) Fax: 419-578-6001 E-mail: dobbs1919@accesstoledo.com www.toledo.bbb.org P.O. 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Box 363488 San Juan, PR 00936-3488 787-756-5400 (8:30 am-4:30 pm) Fax: 787-758-0095 E-mail: info@sanjuan.bbb.org www.sanjuan.bbb.org Rhode Island 120 Lavan Street Warwick, RI 02888 401-785-1212 www.rhodeisland.bbb.org South Carolina 2330 Devine Street (29205) P.O. Box 8326 Columbia, SC 29202-8326 803-254-2525 Fax: 803-779-3117 E-mail: info@columbia.bbb.org www.columbia.bbb.org 307-B Falls Street Greenville, SC 29601-2829 864-242-5052 Fax: 864-271-9802 E-mail: info@greenville.bbb.org www.greenville.bbb.org 1601 North Oak Street Suite 101 Myrtle Beach, SC 29577-1601 843-626-6881 Fax: 843-626-7455 E-mail: mrtlebcb@gte.net www.carolina.bbb.org Tennessee 777 Holston Drive, Suite 205 PO Box 1178 Blountville, TN 37617 423-325-6616 Fax: 423-325-6621 1010 Market Street, Suite 200 Chattanooga, TN 37402-2614 423-266-6144 Fax: 423-267-1924 E-mail: tngabbb@gte.net www.chattanooga.bbb.org 255 N. Peters, Suite A (37930) P.O. Box 31377 Knoxville, TN 37923-0377 423-692-1600 Fax: 423-692-1590 E-mail: info@knoxville.bbb.org www.knoxville.bbb.org 6525 Quail Hollow, Suite 410 (38120) P.O. Box 17036 Memphis, TN 38187-0036 901-759-1300 Fax: 901-757-2997 E-mail: info@bbbmidsouth.org www.midsouth.bbb.org 201 4th Avenue North, Ste 100 P.O. Box 198436 Nashville, TN 37219-8436 615-242-4222 Fax: 615-250-4245 E-mail: bbbnash@aol.com www.nashville.bbb.org Texas 3300 South 14th Street, Suite 307 Abilene, TX 79605 915-691-1533 Fax: 915-691-0309 E-mail: info@abilene.bbb.org www.abilene.bbb.org 724 South Polk Suite 350 P.O. Box 1905 Amarillo, TX 79105-1905 806-379-6222 Fax: 806-379-8206 E-mail: info@amarillo.bbb.org www.amarillo.bbb.org 2101 South IH35, Suite 302 Austin, TX 78741-3854 512-445-2911 Fax: 512-445-2096 www.centraltx.bbb.org P.O. Box 2988 Beaumont, TX 77701-2988 409-835-5348 Toll free: 1-800-685-7650 SE TX Only Fax: 409-838-6858 www.southeasttexas.bbb.org 4346 Carter Creek Parkway P.O. Box 3868 (77805) Bryan, TX 77802 409-260-2222 Fax: 409-846-0276 4301 Ocean Drive Corpus Christi, TX 78412 361-852-4949 Fax: 361-852-4990 E-mail: info@corpuschristi.bbb.org www.corpuschristi.bbb.org 2001 Bryan Street, Suite 850 Dallas, TX 75201-3093 214-220-2000 Fax: 214-740-0321 www.dallas.bbb.org Northwest Plaza, Suite 1101 El Paso, TX 79901 915-577-0191 Fax: 915-577-0209 E-mail: bbbops@elp.rr.com www.elpaso.bbb.org 1612 Summit Avenue, Suite 260 Fort Worth, TX 76102-5978 817-332-7585 Toll free: 1-800-621-8566 (No. TX only) Fax: 817-882-0566 E-mail: bbb@ftworthbbb.org www.fortworth.bbb.org 5225 Katy Freeway, Suite 500 Houston, TX 77007 713-868-9500 713-867-4944 (Spanish) 713-862-4946 Fax: 713-867-4947 E-mail: bbbinfo@bbhou.org www.bbbhou.org 916 Main Street, Suite 800 Lubbock, TX 79401-3410 806-763-0459 Fax: 806-744-9748 E-mail: info@bbbsouthplains.org www.bbbsouthplains.org 10100 County Road, 118 West P.O. Box 60206 Midland, TX 79711-0206 915-563-1880 Toll free: 1-800-582-4433 (TX only) Fax: 915-561-9435 www.midland.bbb.org 3121 Executive Drive (76904) P.O. Box 3366 San Angelo, TX 76902-3366 915-949-2989 Fax: 915-949-3514 E-mail: sanangcb@gte.net www.sanangelo.bbb.org 1800 Northeast Loop, 410, Suite 400 San Antonio, TX 78217-5296 210-828-9441 Fax: 210-828-3101 www.sanantonio.bbb.org 3600 Old Bullard Road, #103-A (75701) P.O. Box 6652 Tyler, TX 75701 903-581-5704 Toll free: 1-800-443-0131 (in TX.) Fax: 903-534-8644 E-mail: bbb2tyler.net www.tyler.bbb.org 2210 Washington Avenue Waco, TX 76701-1019 254-755-7772 Fax: 254-755-7774 www.waco.bbb.org 609 International Blvd. (78596) P.O. Box 69 Weslaco, TX 78599-0069 956-968-3678 Fax: 956-968-7638 www.weslaco.bbb.org 4245 Kemp Blvd. Suite 900 Wichita Falls, TX 76308-2830 940-691-1172 Fax: 940-691-1175 E-mail: wfbbb@nts-online.net Utah 5673 S. Redwood Rd, suite 22 Salt Lake City, UT 84123 801-892-6009 Toll free: 1-800-456-3907 Fax: 801-892-6002 www.saltlakecity.bbb.org Virginia 586 Virginian Drive Norfolk, VA 23505 757-531-1300 Fax: 757-531-1388 E-mail: info@hamptonroadsbbb.org www.hamptonroadsbbb.org 701 East Franklin, Suite 712 Richmond, VA 23219 804-648-0016 Fax: 804-648-3115 E-mail: bbbcenva@richmond.infi.net www.centralvirginia.bbb.org 31 West Campbell Avenue Roanoke, VA 24011-1301 540-342-3455 Toll Free: 1-800-533-5501 Fax: 540-345-2289 E-mail: info@roanoke.vabbb.org www.roanoke.bbb.org Washington 101 North Union, #105 Kennewick, WA 99336-3819 509-783-0892 Fax: 509-783-2893 E-mail: info@yakima.bbb.org www.yakima.bbb.org 4800 South 188th Street, Ste 222 (98188) P.O. Box 68926 Sea Tac, WA 98168-8926 206-431-2222 Fax: 206-431-2211 E-mail: info@wwbbb.org www.seatac.bbb.org 508 West 6th Avenue, Suite 401 Spokane, WA 99204-2730 509-455-4200 Toll free: 800-356-1007 Fax: 509-838-1079 E-mail: info@spokane.bbb.org www.spokane.bbb.org 32 North 3rd Street, Suite 410 P.O. Box 1584 Yakima, WA 98901 509-248-1326 Toll free: 1-800-877-3152 (WA only) Fax: 509-248-8026 www.yakima.bbb.org Wisconsin 740 North Plankinton Avenue Milwaukee, WI 53203-2478 414-273-1600 Toll free: 1-800-213-1002 (in WI) Fax: 414-224-0081 www.wisconsin.bbb.org 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 + AARP Consumer Issues Section 601 E Street, NW Washington, DC 20049 202-434-6030 Fax: 202-434-6466 The Consumer Issues 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 Issues stays abreast of current and breaking consumer developments, and employs a variety of strategies to inform AARP Alliance Against Fraud in Telemarketing and Electronic Commerce (AAFTEC) National Consumers League 1701 K Street, NW Suite 1200 Washington, DC 20006 202-835-3323 Fax: 202-835-0747 E-mail: info@nclnet.org Web site: 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) 240 Stanley Hall University of Missouri Columbia, MO 65211 573-882-3817 Fax: 573-884-6571 E-mail: acci@showme.missosuri.edu Web site: 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 Web site: 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 Avenue, NW, Suite 300 Washington, DC 20009 202-332-9110 Fax: 202-265-4954 E-mail: cspi@cspinet.org Web site: 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 Street, NW Washington, DC 20005 202-347-7283 Fax: 202-347-4000 Web site: 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 on-line database to help consumers shop for good prices and desired features in big-ticket products -- audio-video, major appliances, sporting goods, tires, Coalition Against Insurance Fraud 1010 Vermont Ave., N.W. Suite 510 Washington, DC 20005 202-393-7330 Fax: 202-393-7329 Web site: 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) 910 17th Street, NW, Suite 413 Washington, DC 20006 202-776-0595 Fax: 202-776-0599 E-mail: cni@unidial.com Web site: 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 Avenue, SE Washington, DC 20003 202-546-4996 Fax: 202-547-7392 E-mail: congresswatch@citizen.org Web site: 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 Street, Suite 310 San Francisco, CA 94103 415-777-9635 (consumer complaint hotlines) 213-623-8327 (hotline) TTY: 415-777-9456 Fax: 415-777-5267 E-mail: info@consumer-action.org Web site: 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 Avenue, NW Suite 1128 Washington, DC 20036 202-467-5809 Fax: 202-467-5814 E-mail: info@consumeralert.org Web site: www.consumeralert.org Consumer Alert's 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 Street, NW, Suite 604 Washington, DC 20036 202-387-6121 Fax: 202-265-7989 Web site: 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) 2000 L Street, NW, Suite 200 Washington, DC 20036 202-785-4835 Fax: 202-416-1734 E-mail: cwt@cwt.org Web site: 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 Street, NW, Suite 300 Washington, DC 20005-3169 202-628-3030 Fax: 202-347-2417 E-mail: info@familiesusa.org Web site: 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 -- asap!, a network of health and long-term care reform activists and HealthLink USA, a nationwide health reform computer network for public interest groups -- 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 Street, NW, Suite 510 Washington, DC 20006 202-887-8255 Toll free: 1-888-367-4258 Fax: 202-887-9699 E-mail: halt@halt.org Web site: www.halt.org HALT's 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 Street, NW Washington, DC 20009 202-588-1000 Web site: 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. Jump$tart Coalition for Personal Financial Literacy 919 18th Street, NW Washington, DC 20006 202-466-8604 Toll free: 1-888-338-2283 Fax: 202-223-0321 E-mail: info@jumpstartcoalition.org Web site: www.jumpstart.org The Coalition's 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 Avenue, NW Suite 514 Washington, DC 20005 202-347-7395 Fax: 202-347-2563 E-mail: nacaa@erols.com Web site: 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. National Coalition for Consumer Education c/o National Consumers League 1701 K Street NW, Suite 1200 Washington, DC 20006 202-835-3323 Fax: Fax: 202-835-0747 E-mail: ncce@nclnet.org Web site: www.lifesmarts.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 Street, NW, Suite 540 Washington, DC 20005 202-628-8866 Fax: 202-628-9800 E-mail: member@ncrc.org Web site: 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) 18 Tremont Street Boston, MA 02108 617-523-8010 Fax: 617-523-7398 E-mail: consumerlaw@nclc.org Web site: 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 1701 K Street NW Suite 1200 Washington, DC 20006 202-835-3323 Fax: 202-835-0747 E-mail: info@nclnet.org Web site: 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 National Fraud Information Center/Internet Fraud Watch (NFIC/IFW) P.O. 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 Web site: 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 consumers' reports about telemarketing and Internet to the appropriate law enforcement agencies. Spanish-speaking counselors National Institute for Consumer Education (NICE) 559 Gary Owen Building Eastern Michigan University Ypsilanti, MI 48197 734-487-2292 Fax: 734-487-7153 E-mail: gwen.reichbach@emich.edu Web site: 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. Public Citizen, Inc. 1600 20th Street, NW Washington, DC 20009 202-588-1000 Fax: 202-588-7799 Web site: 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 Self Help for Hard of Hearing People 7910 Woodmont Ave Suite 1200 Bethesda, MD 20814 301-657-2248 301-657-2249 Fax: Fax: 301-913-9413 Web site: 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, SHH 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 in Business (SOCAP) 801 North Fairfax Street, Suite 404 Alexandria, VA 22314 703-519-3700 Fax: 703-549-4886 E-mail: socap@socap.org Web site: 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 Street, SE Washington, DC 20003-1900 202-546-9707 Fax: 202-546-2461 E-mail: uspirg@pirg.org Web site: 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 Third Street, S.W. Suite 200 Washington, DC 20024-3212 202-479-6973 Fax: 202-479-6660 E-mail: ushc@erols.com Web site: www.ushc-online.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 USHC's benefit screening software valuable for a quick, comprehensive determination of a person's 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 First Street, NE, Suite 980 Washington, DC 20002 202-336-6780 Fax: 202-842-2593 E-mail: acics@acics.org www.acics.org Association of accredited career schools training in business and business-related subjects. + AFSA Education Foundation Susie Irvine, Executive Director 919 Eighteenth Street, 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. America's Community Bankers (ACB) 900 19th Street, 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 American Apparel Manufacturers Association Joan McNeal, Director, Member and Industry Relations 2500 Wilson Blvd., Suite 301 Arlington, VA 22201 703-524-1864 Toll free: 1-800-520-2262 E-mail: jmcneal@americanapparel.org www.americanapparel.org Membership: Manufacturers of clothing. American Arbitration Association Toni Griffin, Vice President,Corporate Communications 355 Madison Avenue 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 Automobile Manufacturers Association 1401 H Street, NW Washington, DC 20005 202-326-5500 Fax: 202-326-5546 The American Automobile Manufacturers Association members are Chrysler Corporation, Ford Motor Company, and General Motors Corporation. The association provides industry statistics and educational material on issues affecting the automobile industry. 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 Street, 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 Council of Life Insurers 1001 Pennsylvania Avenue, NW, Suite 500 South Washington, DC 20004-2599 202-624-2000 Toll free: 1-800-942-4242 (consumer helpline) Fax: 202-624-2319 Trade association of over 500 insurance companies that provide life insurance, pensions and annuities, long-term care, and disability income insurance. American Health Care Association 1201 L Street, 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 Membership: Professional organization of accountants certified by the states and territories. American Orthotic and Prosthetic Association Robert T. Van Hook, CAE, Executive Director 1650 King Street, Suite 500 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 Street, Suite 200 Alexandria, VA 22314 703-739-8739 (consumer hot line) Fax: 703-684-8319 www.astanet.com Membership: Travel agents. American Textile Manufacturers Institute Gail Raiman, Director, Communications Division 1130 Connecticut Avenue, 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 American Toy Institute Marisa Gordon, Asst. Communications Director 1115 Broadway, Suite 400 New York, NY 10010 212-675-1141 Fax: 212-633-1429 www.toy-tma.com Membership: American toy manufacturers. Better Hearing Institute (BHI) P.O. Box 1840 Washington, DC 20013 703-644-3391 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 Street, 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 Street Alexandria, VA 22304-0730 703-823-9550 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 Street NE Suite 750 Washington, DC 20002 202-336-6700 E-mail: briann@career.org career.org Membership: Career-specific post secondary education institutions. Carpet and Rug Institute Kathryn Sellers, Director of Communications 301 Holiday Avenue PO Box 2048 Dalton, GA 30720 706-278-3176 Toll free: 1-800-882-8846 Fax: 706-278-8835 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 P.O. 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 The CFP Board is a nonprofit professional regulatory organization founded in 1985 to benefit the public by fostering professional standards in personal financial planning. Individuals who meet rigorous certification requirements are licensed by the CFP Board to use its federally registered trademarks CFP « and Certified Financial Planner«. Consumers can call the CFP Board or visit its web site to confirm that a planner is authorized to use the CFP trademarks, to learn if the CFP Board has publicly disciplined a planner, or to lodge a complaint against a CFP practitioner. The Board also provides consumer education information on financial planning, choosing a financial planner and other relevant topics. Children's Advertising Review Unit (CARU) Council of Better Business Bureaus, Inc. 845 Third Avenue 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 Manufacturers Association (CEMA) Consumer Affairs 2500 Wilson Boulevard Arlington, VA 22201-3834 703-907-7600 Fax: 703-907-7601 www.cemacity.org CEMA is a sector of the Electronics Industries Alliance (EIA), the trade organization representing all facets of electronics manufacturing. CEMA represents U.S. manufacturers of audio, video, mobile electronics, communication, information and multimedia products and accessories which are sold through consumer channels. 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 * + Direct Marketing Association (DMA) Consumer Affairs 1111 19th Street, 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 operates the Consumer Line, Mail Preference Service and Telephone Preference Service. ConsumerLine 1111 19th Street, NW, Suite 1100 Washington, DC 20036 202-955-5030 Fax: 202-955-085 E-mail: consumer@the-dma.org www.the-dma.org Handles complaints regarding both DMA members and non-members. Mail Preference Service P.O. Box 9008 Farmingdale, NY 11735-9008 Handles written requests for name removal from most national advertising mailing lists. * + Direct Marketing Association (DMA) Sweepstakes Helpline 1111 19th Street 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 P.O. Box 9014 Farmingdale, NY 11735-9014 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: 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 Street, NW Washington, DC 20009 202-234-5100 E-mail: detc@detc.org Membership: Home study (correspondence) schools. Financial Planning Association Offices in Atlanta, Denver, and Washington 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. Financial Planning Association (FPA) (a merger between IAFP and ICFP) Offices in Denver, Atlanta, and Washington DC 801 E. Florida Avenue Suite 708 Denver, CO 80210 303-759-4900 Toll free: 1-800-282 PLAN (consumer line) E-mail: fpa@fpanet.org www.fpanet.org The Financial Planning Association (FPA) is the membership organization for the financial planning community. Its 28,000+ 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 CFP« licensee. FPA provides consumers with names of CFP professionals in their local area via an 800# or its web site. Helpful information and brochures are also available. * + Food Marketing Institute (FMI) 655 15th Street N. W. 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. Insurance Information Institute Jeanne Salvatore, Vice President, Consumer Affairs Communications 110 William Street New York, NY 10038 212-669-9241 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 Road, 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. National Advertising Division (NAD) Andrea C. Levine, Director A Division of the Council of Better Business Bureaus, Inc. 845 Third Avenue, 17th Floor New York, NY 10022 212-754-1320 Fax: 212-832-1296 Handles complaints about the truth and accuracy of national advertising. National Association of Consumer Protection Investigators (NACPI) Cynthia Francis, NACPI President c/o Arizona Attorney General's Office 400 West Congress, Suite 315 Tuscon, AZ 85701 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. National Association of Funeral Directors P.O. 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 North 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 Avenue 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, Director Public Relations 400 North Washington Street 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 Street 36th Floor New York, NY 10004 212-858-4400 Fax: 212-858-4429 Third-party dispute resolution for complaints about over-the-counter stocks and corporate bonds. National Food Processors Association Brian Folkerts, Vice President of Government Affairs and Communications 1401 New York Avenue, NW 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 Laura Oatney, Director, Public Affairs and Education 200 West Madison Street Chicago, IL 60606-3447 312-781-1370 Toll free: 1-800-621-3570 (outside IL) Fax: 312-781-1467 E-mail: loatney@nfa.futures.org 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: 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. National Institute for Automotive Service Excellence (ASE) Nancy White, Director, Communications 13505 Dulles Technology Drive, Suite 2 Herndon, VA 20171-3421 703-713-3800 Fax: 703-713-0727 E-mail: nwhite@asecert.org 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. National Turkey Federation Sherrie Rosenblatt, Director, Department of Public Relations 1225 New York Avenue, 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 Securities Administrators Association, Inc. (NASAA) 10 G Street, NE Suite 710 Washington, DC 20002 202-737-0900 Fax: 202-783-3571 E-mail: general@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 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 Jane Meyer, Director of Consumer Education 475 Park Avneue South New York, NY 10016 212-924-2944 Fax: 212-924-3052 www.sdahq.org Membership: manufacturers of soap, detergents, fatty acids and glycerine; raw materials suppliers. Tire Association of North America 11921 Freedom Drive, Suite 550 Reston, VA 20190 703-736-8082 Toll free: 1-800-876-8372 Membership: Independent tire dealers and retreaders. United States Tour Operators Association (USTOA) Robert Whitley, President 342 Madison Avenue, Suite 1522 New York, NY 10173 212-599-6599 Fax: 212-599-6744 E-mail: USTOA@aol.com Membership: Wholesale tour operators, common carriers, suppliers, and providers of travel services. 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 Street, 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 CDC National STD and AIDS Hotline Centers for Disease Control Toll free: 1-800-342-AIDS (2437) (24 hrs.) TDD toll free: 1-800-243-7889 (for Deaf and hard of hearing callers) www.ashastd.org General Inquiries Centers for Disease Control and Prevention 1600 Clifton Road NW Atlanta, GA 30333 Atlanta, GA area: 404-639-3435 Toll free: 1-800-311-3435 www.cdc.gov (Spanish) www.cdc.gov/spanish Commodity Futures Trading Commission (CFTC) Public Affairs Lafayette Center 1155 21st Street, NW Ste 9122 Washington, DC 20581 202-418-5088 Fax: 202-418-5525 E-mail: dholden@cftc.gov 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 300 recalls a year of potentially unsafe products. To get information on product recalls, report a hazardous product or product-related injury, or order free publications, call CPSC's hotline (Spanish-speaking staff available), visit its web site, or send an e-mail. 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) 1120 20th Street, NW, Suite 200, North Lobby Washington, DC 20036-3406 202-418-2312 202-606-8000 (publication order line) Fax: 202-208-2321 E-mail: cnpp-web@www.usda.gov www.usda.gov.cnpp Cooperative State Research, Education and Extension Service Department of Agriculture 1400 Independence Avenue, SW Washington, DC 202502215 202-720-7947 Fax: 202-690-2674 E-mail: csrees@reeusda.gov www.reeusda.gov Or consult county government listings in your local telephone directory for the number of your local Cooperative Extension Service Meat and Poultry Hotline Department of Agriculture (USDA) 1400 Independence Avenue, SW, Room 292 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 Avenue, 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 301-457-4100 Fax: 301-457-4714 E-mail: webmaster@census.gov www.census.gov National Institute of Standards Metric Program Department of Commerce 100 Bureau Drive, Stop 2000 Gaithersburg, MD 208992000 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. OWM sponsors the National Conference on Weights and Measures and provides technical assistance to the National Type Evaluation Program. 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 www.seafood.nmfs.gov U.S. Patent and Trademark Office Department of Commerce Patents: Commissioner for Patents ( 20231) Trademarks: 2900 Crystal Drive (22202) Arlington, VA 22202 703-305-4357 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 703-696-1391 Toll free outside DC: 1-800-336-4590 Fax: 703-696-1411 www.esgr.org 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 Street, SW, Room 3132 Washington, DC 20202-2524 202-205-8241 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 P.O. 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 202-586-4074 Fax: 202-586-1233 For inquiries about weatherization assistance Office of Consumer Information Department of Energy Washington, DC 20585 202-586-1908 Fax: 202-586-8006 Office of 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 P.O. 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 Street SW 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) E-mail: nccanch@calib.com www.calib.com/nccanch Food and Drug Administration Department of Health and Human Services (HHS) 5600 Fishers Lane, Room 1675 Rockville, MD 20857 Toll free: 1-888-463-6332 (10 a.m. - 4 p.m. ET) Center for Food Safety and Applied Nutrition Hotline Food and Drug Administration Department of Health and Human Services (HHS) 202-205-4314 (10 a.m. - 4:00 p.m. ET) Toll free: 1-888-SAFEFOOD (1-888-723-3366) [10:00 a.m.-4:00 p.m.] www.fda.gov Center for Beneficiary Services Health Care Financing Administration Department of Health and Human Services (HHS) 7500 Security Boulevard Baltimore, MD 21244-1850 Toll free: 1-800-MEDICARE 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 Medicarehealth plan quality and customer satisfaction information, and listed to recorded questions and answers on topics such as Medicare health plan choices and health plan quality information. The Health Care Financing Administration is the federal agency within the Department of Health and Human Services that 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 quality health care. 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) National Health Information Center Department of Health and Human Services (HHS) P.O. Box 1133 Washington, DC 20013-1133 301-565-4167 (DC metro area) Toll free: 1-800-336-4797 Fax: 301-984-4256 E-mail: nhicinfo@health.org nhic-nt.health.org + National Institute of Mental Health Department of Health and Human Services 6001 Executive Boulevard Room 8184, MSC 9663 Bethesda, MD 208929663 301-443-4513 301-443-8431 Fax: Fax: 301-443-4279 E-mail: nimhinfo@nih.gov www.nimh.nih.gov Fax on Demand: 301-443-5158 (Mental Health Fax 4U) Contact NIMH for information on the diagnosis and treatment of medical disorders, clinical trials, and research. A publications list is available upon request and on the NIMH website. Some publications are available in Spanish. National Runaway Switchboard Department of Health and Human Services (HHS) 308 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) 200 Independence Avenue SW, Room 515F Washington, DC 20201 202-619-0403 Toll free: 1-800-368-1019 Fax: 202-619-3437 E-mail: E-mail: execsec@os.dhhs.gov www.hhs.gov 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 Child Support Enforcement Department of Health and Human Services (HHS) 370 L'Enfant Plaza, SW, 4th Floor East Washington, DC 10447 202-401-9373 Fax: 202-205-5927 www.act.dhhs.gov/programs/csc 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 Street, SW, Room 9272 Washington, DC 20410 202-708-6396 Fax: 202-401-8951 E-mail: John_W._Struchen@hud.gov www.hud.gov/homeimpr.html Home Mortgage Insurance Division Department of Housing and Urban Development 451 Seventh Street, SW, Room 9272 Washington, DC 20410 202-708-2121 Inspector General's Fraud Hotline Department of Housing and Urban Development 202-708-4200 Toll free outside DC: 1-800-347-3735 TDD toll free: 1-800-304-9597 E-mail: OIG_HOTLINE@HUD.gov Manufactured Housing & Standards Division Office of Consumer & Regulatory Affairs Department of Housing and Urban Development 451 Seventh Street, SW, Room 9156 Washington, DC 20410 202-708-6409 Toll free: 1-800-927-2891 Fax: 202-708-4213 E-mail: mhs@hud.gov 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 36 states to respond to consumer Office of Affordable Housing Programs Department of Housing and Urban Development 451 Seventh Street, SW, Room 7164 Washington, DC 20410 202-708-2685 Office of Fair Housing and Equal Opportunity Department of Housing and Urban Development 451 Seventh Street, SW Room 5100 Washington, DC 20410 202-708-4252 Toll free: 1-800-669-9777 (hotline complaints) Real Estate Settlement Procedures Act Division Department of Housing and Urban Development 451 Seventh Street, 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/fha/sfh/res/respa_hm.html Handles complaints and provides information regarding real estate loan transactions and borrower rights under the Real Estate Settlement Procedures Act (RESPA). 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 Avenue, NW, Room 3109 Washington, DC 20530 202-514-2401 Fax: 202-616-2645 E-mail: antitrust@usdoj.gov www.usdoj.gov/atr Civil Rights Division Department of Justice 950 Pennsylvania Avenue, 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.usdoj.gov/dea Division of Immigration and Naturalization Service (INS) Department of Justice 425 I Street, NW Washington, DC 20536 202-514-2648 Toll free: 1-800-375-5283 (National Customer Service Center) TDD: 1-800-767-1833 Fax: 202-514-1776 www.ins.usdoj.gov Federal Bureau of Investigation (FBI) Department of Justice 935 Pennsylvania Avenue, NW Washington, DC 20535 202-324-3000 Fax: 202-324-4705 www.fbi.gov Department of Labor Employment Standards Administration Department of Labor Room S-1032 200 Constitution Avenue, NW Washington, DC 20210 202-693-0200 202-693-0023 (public affairs office) www.dol.gov/dol/esa/welcome.html Employment and Training Administration Office of Public Affairs Department of Labor 200 Constitution Avenue, NW Room S4206 Washington, DC 20210 202-219-6871 Fax: 202-273-4793 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 Avenue, NW Washington, DC 20210 202-693-1999 Fax: 202-693-1634 www.osha.gov Office of Public Affairs Department of Labor 200 Constitution Avenue, NW Washington, DC 20210 202-693-4650 (general inquiries) www.dol.gov Office of Program Services Pension and Welfare Benefits Administration Department of Labor Washington, DC 20210 202-219-8776 Toll free: 1-800-998-7542 www.dol.gov/dol/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 Avenue, NW Room S1316 Washington, DC 20210 202-693-4700 Fax: 202-693-4755 E-mail: berg-gordon@dol.gov www.dol.gov/dol/vets Women's Bureau Department of Labor 200 Constitution Ave., NW Washington, DC 20210 202-219-6652 Toll free: 1-800-827-5335 (24 hours) Fax: 202-219-5529 www.dol.gov/dol/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 and ask for duty officer) Fax: Fax: 202-647-2867 or 202-647-2867 travel.state.gov For help with emergencies and non-emergencies affecting private Americans abroad. 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 automated 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: 202-663-3899 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 Street, NW Washington, DC 20240 202-208-3711 www.doi.gov/bureau-indian-affairs.html Bureau of Land Management Department of the Interior 1849 C Street, 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 Streets, NW Washington, DC 20240 202-208-4131 www.fws.gov Geological Survey Department of the Interior 12201 Sunrise Valley Drive Reston, VA 20192 703-648-4000 www.usgs.gov National Park Service Department of the Interior 1849 C Street, 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 Avenue, NW Washington, DC 20226 202-927-7777 Fax: 202-927-7862 www.atf.treas.gov/ Office of External Relations Bureau of Engraving and Printing Department of the Treasury 14th and C Streets, 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 Street, 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 Avenue, NW Washington, DC 20229 202-354-1000 202-927-1350 (library and information center) Fax: 202-927-1380 www.customs.gov/ Office of Legislative and Public Affairs Financial Management Service Department of the Treasury Liberty Center 401, 14th Street, 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 Toll free: 1-800-829-1040 (information and problem resolution) www.irs.gov Office of Thrift Supervision Compliance Policy Department of the Treasury 1700 G Street, 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. Savings Bonds Marketing Office Department of the Treasury 999 E Street NW, Ste. 313 Washington, DC 20226 202-622-2000 Toll free: 1-800-4US-BOND (toll free recording) www.savingsbonds.gov Customer Service Center United States Mint Department of the Treasury 10003 Derekwood Lane Lanham, MD 20706 202-283-2646 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.mil National Response Center United States Coast Guard Department of Transportation (DOT) 2100 Second Street, 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 with there is environmental release of hazardous chemicals, biological, radiological or etiological agencts or oil pollution; NRC provides WMD hotline. Federal Aviation Administration (ASY- 300) Department of Transportation (DOT) Washington, DC 20591 Toll free: 1-800-255-1111 (safety hotline) Air Safety. Federal Aviation Administration Department of Transportation (DOT) 800 Independence Avenue, SW Washington, DC 20591 202-366-4000 Toll free: 1-800-FAA-SURE (322-7873) (consumer hotline, 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 Street, SW, Room 2318 Washington, DC 20590 Toll free Safety Hotline: 1-888-DASH 2 DOT (1-888-327-4236) www.nhtsa.dot.gov Auto Safety Hotline and Fax-on-Demand Service. 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 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 Avenue, NW Washington, DC 20420 202-273-5760 For consumer information or general assistance. National Cemetery System (402B2) Department of Veterans Affairs (VA) 810 Vermont Avenue, 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 Avenue, NW Washington, DC 20420 202-273-7004 Toll free: 1-800-827-1000 Fax: 202-275-5947 www.va.gov For information about benefits. Veterans Health Administration (10C3) Department of Veterans Affairs (VA) 810 Vermont Avenue, NW Washington, DC 20420 202-273-8303 Fax: 202-273-9609 For information about medical care. Environmental Protection Agency (EPA) Energy Star® Program Environmental Protection Agency (EPA) 1200 Pennsylvania Avenue 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 Environments Division Environmental Protection Agency (EPA) 401 M Street Washington, DC 20460 202-233-9421 Toll free: 1-800-438-4318 Fax: 202-233-9652 E-mail: IAQINFO@aol.com www.epa.gov/iaq/iaqxline.html Informs consumers, government organizations and industry about indoor air quality awareness and risk reduction. Inspector General's Fraud, Waste and Abuse Hotline Environmental Protection Agency (EPA) 401 M Street, SW, Mail Code 2441 202-260-4977 Fax: 202-260-6976 www.epa.gov/ EPA Headquarters Information Resources Center Environmental Protection Agency (EPA) Office location: 401 M Street, 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 Telecommunications Network (NPTN) 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: nptn@ace.orst.edu http://ace.orst.edu/info/np 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 Street, 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 Street, 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 Street, 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 Street, 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 and publications) Federal Communications Commission (FCC) Consumer Information Bureau Federal Communications Commission (FCC) 445 12th Street SW Washington, DC 20554 202-632-7553 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, telephone and wireless Cable Services Bureau Federal Communications Commission (FCC) 445 12th Street 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 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: 1-800-934-FDIC TDD: 1-202-942-3147 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) 500 C Street, SW Washington, DC 20472 202-646-2780 Toll free: 1-800-638-6620 Fax: 1-800-742-3148 www.fema.gov U.S. Fire Administration National Emergency Training Center (NETC) Federal Emergency Management Agency (FEMA) 16825 South Seton Avenue Emmitsburg, MD 21727 301-447-1080 (National Fire Administration) 202-646-1286 (Emergency Management Institute) www.usfa.fema.gov Office of Emergency Information and Media Affairs Federal Emergency Management Agency (FEMA) 202-616-1086 Fax: 202-646-4086 E-mail: eipa@fema.gov (general inquiries) www.fema.gov/about/eima.htm Office of Inspector General Federal Emergency Management Agency (FEMA) Toll free: 1-800-323-8603 (Government Waste Hotline) www.fema.gov/IG Response and Recovery Directorate Federal Emergency Management Agency (FEMA) 500 C Street, SW, Room 705 Washington, DC 20472 202-646-3454 TDD toll free: 1-800-462-7585 www.fema.gov/r-n-r Disaster victims living in presidentially-declared major disaster area can find out if they are eligible to apply for disaster assistance by calling: Toll free: 1-800-462-9029 Federal Maritime Commission Office of Informal Inquiries and Complaints 800 North Capitol Street, NW Washington, DC 20573 202-523-5807 Fax: 202-523-0014 E-mail: josephf@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 Federal Reserve System Division of Consumer and Community Affairs Board of Governors of the Federal Reserve System Federal Reserve System 20th & C Street, 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 Avenue, NW Washington, DC 20580 Toll free: 1-877-FTC-HELP (877-382-4357) TDD/TTY: 202-326-2502 www.ftc.gov 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 GSA/FSS web site at www.fss.gsa.gov. Government Printing Office (GPO) Government Publications Government Printing Office (GPO) P.O. Box 371954 Pittsburgh, PA 15250 202-512-1800 Fax: 202-512-2250 E-mail: orders@gpo.gov www.access.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. National Archives and Records Administration 8th and Pennsylvania Ave., NW Washington, DC 20408 202-501-5400 Fax: 202-501-5244 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 Archives and Record Administration at Washington DC 700 Pennsylvania Avenue, NW Washington, DC 20408 202-501-5403 E-mail: Joann.williamson@archi.nara.gov www.nara.gov National Council on Disability (NCD) 1331 F Street, NW Suite 1050 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 Street Alexandria, VA 22314-3428 703-518-6330 www.ncua.gov The National Credit Union Share Insurance Fund provides Federal insurance for nearly 13,000 credit unions. National Labor Relations Board Office of the Executive Secretary National Labor Relations Board 1099 14th Street, 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 Nuclear Regulatory Commission (NRC) Washington, DC 20555-0001 301-415-8200 Fax: 301-415-234 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 Street, NW Washington, DC 20005-4026 202-326-4100 Toll free: 1-800-400-PBGC TDD: 202-326-4115 Fax: 202-326-4059 E-mail: webmaster@pbgc.gov www.pbgc.gov Postal Rate Commission Office of the Consumer Advocate (OCA) Postal Rate Commission 1333 H Street, NW Suite 300 Washington, DC 20268-0001 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 matters. President's Committee on Employment of People with Disabilities 1331 F Street, NW 3rd Floor Washington, DC 20004-1107 202-376-6200 TDD: 202-376-6205 Fax: 202-376-6219 E-mail: info@pcepd.gov www.pcepd.gov Railroad Retirement Board 844 North Rush Street Chicago, IL 60611-2092 312-751-4500 Toll free: 1-800-808-0772 (Helpline) TDD/TTY: 312-751-4701 Fax: 312-751-7154 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 Street, NW Washington, DC 20549-0213 202-942-7040 (information and complaints) Toll free: 1-800-SEC-0330 (for information and to order publications) TDD: 202-628-9039 Fax: 202-942-9634 (information and complaints) E-mail: help@sec.gov (information and complaints) www.sec.gov Small Business Administration (SBA) Toll free: 1-800-U-ASK-SBA (827-5722) (information) TDD: 704-344-6640 Fax: 202-205-7064 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 6401 Security Blvd. Baltimore, MD 21235 Toll free: 1-800-772-1213 (24 hours) 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 Street, NW Washington, DC 20423-0001 Complaints about railroad rates and services. Office of Congressional and Public Services Surface Transportation Board (STB) 1925 K Street, NW Washington, DC 20423-0001 202-565-1592 Fax: 202-565-9016 Office of Press Services Surface Transportation Board (STB) 1925 K Street, NW Washington, DC 20423-0001 202-565-1596 (press releases) Fax: 202-565-9016 Press Releases. U.S. Postal Service Consumer Advocate U.S. Postal Service 475 L'Enfant Plaza Washington, DC 20260 202-268-2284 TDD: 202-268-2310 Fax: 202-268-2304 www.usps.gov For consumer convenience, all post offices and letter carriers have postage-free Consumer Service Cards available for reporting mail problems and submitting comments and suggestions. If the problem cannot be resolved using the Consumer Service Card or through direct contact with the local post office, write or call: (see above) US Postal Inspection Service U.S. Postal Service 475 L'Enfant Plaza Washington, DC 20260 202-268-2284 Fax: 202-268-4365 www.usps.gov/postalinspectors If you experience difficulty when ordering merchandise or conducting business transactions through the mail, or suspect that you have been the victim of a mail fraud or misrepresentation scheme, contact your postmaster or local Postal Inspector.