2005

CONSUMER ONSUMER

ACTION

HANDBOOK

United States General

Services Administration

Federal Citizen 

Information Center
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Consumer Product Safety

Commission

The Honorable Hal Stratton

Chairman

Department of Agriculture

The Cooperative State Research,

Education, and Extension Service

Colien Hefferan

Administrator

Food and Drug Administration

Department of Defense

The Honorable Donald H. Rumsfeld

Secretary

Department of Veterans Affairs

The Honorable Anthony J. Principi

Secretary

CONTRIBUTORS

The Federal Citizen Information Center would like

to express its gratitude to the partners listed below

who helped make possible the publication of the

2005 Consumer Action Handbook.

Federal Deposit Insurance

Corporation

The Honorable Donald E. Powell

Chairman

Federal Trade Commission

The Honorable Timothy J. Muris

Chairman

General Services Administration

The Honorable Stephen A. Perry

Administrator

Securities and Exchange

Commission

The Honorable William H. Donaldson

Chairman

American Association of Homes

and Services for the Aging

AARP

American Financial Services

Association Education Foundation

American Express

AT&T

Campbell Soup Company

Carfax

Certified Financial Planner Board of

Standards

The Colgate-Palmolive Company

The Dannon Company

Delta Airlines

Direct Marketing Association

Frito-Lay

Gerber Products Company

Kellogg Company

Levi Strauss & Company

MetLife

Michelin North America, Inc.

Microsoft

National Association of Consumer

Agency Administrators

National Futures Association

National Home Equity Mortgage

Association

Nike, Inc.

Pfizer, Inc.

SOCAP International (Society of

Consumer Affairs Professionals) 

Sprint

Subaru of America, Inc.

Verizon

Visa

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CONSUMER ONSUMER INFORMATION SOURCES

FEDERAL CITIZEN INFORMATION CENTER (FCIC)

Pueblo, CO 81009

Phone: 1 (800) FED INFO

Web: www.pueblo.gsa.gov

Part of the U.S. General Services

Administration, FCIC is a one-stop source for

consumer information from the federal government. The free Consumer Information Catalog

lists more than 200 free and low-cost publications on topics such as cars, child care, education, federal benefits, money management, food,

health, housing and travel. Order a copy of the

Catalog from the FCIC website or call 1 (800)

FED INFO (that's 1-800-333-4636) between 8 a.m.

and 8 p.m. Eastern Time, M-F. You can also get a

copy by sending your name and address to FCIC

at the address above.

FIRSTGOV

Web: www.FirstGov.gov

The official Web portal for the U.S. government,

FirstGov.gov links you to government representatives, services and information at the federal,

state and local level. You can get easy-to-understand information from the government 24 hours

a day, seven days a week. Similar information is

posted in Spanish at www.Espanol.gov.

CENTER FOR THE STUDY OF SERVICES

733 15th Street, NW, Ste. 820

Washington, DC 20005

Phone: 202-347-7283 / Fax: 202-347-4000

www.checkbook.org

This nonprofit organization publishes information and services to help you choose and get the

best price when making purchases such as

autos, major appliances, audio-video equipment,

doctors, hospitals and health care plans. In the

Boston, Chicago, Philadelphia, Washington DC,

Seattle, San Francisco and St. Paul/Minneapolis

areas, a subscription to CHECKBOOK magazine

will give you information on many local services

as auto repair, cell phones, plumbers, and banks.

CONSUMERS UNION OF U.S., INC. (CU)

101 Truman Avenue

Yonkers, NY 10703-1057

Phone: 914-378-2000 / Fax: 914-378-2900

www.consumerreports.org

CU is a nonprofit, independent consumer organization that researches and tests goods and

services such as automobiles, appliances, food,

clothing, luggage, and insurance. Some of the

information is free via the Internet, radio and

television. Print publications including subscriptions to the monthly Consumer Reports magazine must be purchased. 

CONSUMER WORLD

www.consumerworld.org

Consumer World is a public service website with

links to hundreds of consumer resources available on the Internet. You will find consumer

news, product reviews and shopping bargains.

Directories provide contact information and web

links for many corporations and government

agencies.

COOPERATIVE STATE RESEARCH, EDUCATION,

AND EXTENSION SERVICE (CSREES)

The Cooperative State Research, Education,

and Extension Service of the U.S. Department of

Agriculture has been a source of consumer

information and assistance for decades. With an

educator in nearly every county, Cooperative

Extension brings the research-based knowledge

of the land grant universities directly to families

and communities. Programs cover food and

nutrition, housing, gardening, budgeting, using

credit, saving for retirement, and more. To locate

your county office, check the blue pages of your

phone book or visit www.reeusda.gov.

LIBRARIES

Publications from many of the organizations

mentioned on this page can be found at public

libraries. Some university and private libraries

also allow individuals to use their reference

materials. Check your local telephone directory

for the location of libraries near you.
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v

CONTENTS ONTENTS

Quick Consumer Tips

How to Use This Handbook

PART I – BE A SAVVY CONSUMER

General Buying Tips

Before You Buy

Service Contracts and Extended

Warranties

Product Safety Recalls

After You Buy

Shopping From Home

Online Auctions and Private Sellers

Telemarketing and Spam

Telephone Calls

Junk Faxes

Spam

Protect Your Identity

Protect Your Privacy

Online Privacy

Financial Privacy

Medical Privacy

Automobiles

Buying a New Car

Buying a Used Car

Leasing 

Renting

Repairs

Recalls and Lemon Laws

Vehicle Repossessions

Banking

ATM/Debit Cards

Credit 

Installment Loans

Payday and Tax Refund Loans

Home Equity Loans

Credit Cards

Credit Reports and Scores

Resolving Credit Problems

Education

Employment

Food And Nutrition

Weight Reduction

Health Care

Choosing a Doctor

Choosing a Health Care Facility

Prescription Drugs

Housing

Buying a Home

Home Improvements and Repair

Insurance

Auto Insurance

Homeowner/Renter Insurance

Health Insurance

Long-Term Care Insurance

Disability Insurance

Life Insurance

Investing

Financial Brokers and Advisors

Travel

Travel Safety

Resolving Air Travel Problems

Utilities

Electricity and Natural Gas

Telephone Services

Water

Internet Service Providers

Services and Resources for

Consumers with Disabilities

PART II – FILING A COMPLAINT

Go Back to the Seller

Report Legal Violations & Safety

Hazards

Get Help

Dispute Resolution Programs

Small Claims Court

Legal Help 

Sample Complaint Letter

PART III – CONSUMER ASSISTANCE

DIRECTORY

Corporations

Automobile Manufacturers

State & Local Consumer

Protection Offices

State Banking Authorities

State Insurance Regulators

State Securities Administrators

State Utilites Commissions

Federal Agencies

Better Business Bureaus

National Consumer Organizations

Trade and Professional Assoc.

Military Family Centers

Military Exchange Offices

INDEX
QUICK CONSUMER ONSUMER TIPS

vi

As a savvy consumer, you should always be on the alert for shady deals and scams.

To protect your money and avoid being a victim of fraud, keep these things in mind: 

1. A deal that sounds too good to be true usually is! Offers that often fall into

this category are promises to fix your credit problems (p. 17), low-interest credit cards

(p. 16), deals that let you skip credit card payments (p. 16), business/job opportunities

(p. 20), risk-free investments (p. 28), and free travel (p. 30).

2. Extended warranties or service contracts are rarely worth what you pay for

them. See page 1 for questions you should ask before you say yes to one of these contracts.

3. Say no to credit insurance offers. Often offered with credit cards, car loans

and home mortgages, it is almost always better to purchase regular property, life, or

disability insurance. See page 14. 

4. There is no universal three-day cooling-off period. Don’t be misled into thinking that you have an automatic three-days for canceling a purchase. Only a few types of

contracts give you a right to cancel. See Your Rights: 3-Day Cooling-Off Rule on page 4.

5. Think twice before sharing personal information. Protect your privacy and

avoid unauthorized use of your personal information by following the advice on page 7.

6. Beware of payday and tax refund loans. Interest rates on these loans are usually excessive. Even a high-interest cash advance on a credit card may be a better

option. See page 15 for more information on these costly credit options.

7. Not all plastic cards offer the same protections. Your liability for the unauthorized use of a gift card (see stored-value cards on page 13) and debit/ATM card (p.14)

may be much higher than the $50 maximum on your credit card. 

8. Real estate agents represent the seller—not the buyer.When buying, consider

hiring a buyer-broker who represents you. See page 22.

9. Home improvement (p. 23) and auto repairs (p. 12) are the subject of frequent

complaints. Second opinions are especially important when you are dealing with a

repair service you do not know. 

10. Think twice before you rent-to-own. Interest rates on rent-to-own purchases

can be very high. If you miss a payment, you could end up with nothing. Consider

other options such as buying second-hand at a thrift shop or through ads in your local

newspaper. 

Research suggests senior citizens, people in crisis (e.g., coping with a death or debt),

college students, small business owners, minorities, and immigrants are especially at

risk of being victimized. Avoid making big-ticket purchases during times of duress.
1

Before you spend another dollar, invest a few

minutes reading this section of the Handbook.

The Federal Citizen Information Center (FCIC)

has brought together information from federal

agencies and various consumer organizations to

help you make smart choices and avoid scams. 

BEFORE YOU BUY

To avoid problems and make better decisions,

use this checklist BEFORE you make a purchase.

• Decide in advance exactly what you want and

what you can afford. 

• Don’t buy on impulse or under pressure. This

includes donating to charity. Do your

research.

• Ask family, friends and others you trust for

advice based on their experience. Gather

information about both the seller and the

item or service you are purchasing.

• Review product test results and other information from consumer experts. See Consumer

Information Sources on page iv and check the

Handbook index for more information.

• Get advice and price quotes from several

sellers. 

• Make sure that the seller has all appropriate

licenses. Doctors, lawyers, home improvement contractors and many other service

providers must register with a state or local

licensing agency. See page 79.

• Check out a company’s complaint record

with your local consumer affairs office (p. 79)

and the Better Business Bureau (p. 128).

GENERAL BUYING TIPS

• Get a written copy of guarantees and warranties. Compare their features. 

• Get the seller’s refund, return and cancellation policies. 

• Ask whom to contact if you have a question

or problem. 

• Read and understand any contract or legal

document you are asked to sign. Make sure

there are no blank spaces. Insist that any

extras you are promised orally be put in 

writing.

• Consider paying by credit card. If you have a

problem, you may not have to pay the charge

made on your credit card. See page 16.

SERVICE CONTRACTS AND EXTENDED

WARRANTIES

Sellers of cars, major appliances and other

expensive items may try to sell you a service

contract or “extended warranty.” Service contracts can add hundreds to your purchase price

and are rarely worth the cost. Some duplicate

warranty coverage you get automatically from a

manufacturer or dealer. Ask these questions

before you agree to one of these contracts:

• Does the dealer, the manufacturer, or an independent company back the service contract?

• How are claims handled? Ask who will do

the work and where it will be done. 

• What happens to your coverage if the dealer

or administrator goes out of business?

• Do you need prior authorization for repair

work?

• Are there any situations when coverage can

be denied? You may not have protection from

common wear and tear. And some manufacTIPS FOR USING THIS HANDBOOK

PART 1: BE A SAVVY CONSUMER ONSUMER

PART I – BE A SAVVY CONSUMER

Read this section for general advice on shopping for goods and services as well as an explanation of your consumer rights and responsibilities. The Table of Contents on page v and the

Index on page 150 will help you quickly locate

specific topics and information.

PART II – FILING A COMPLAINT

Turn to this section for suggestions on resolving

consumer problems. A sample complaint letter

on page 40 will help you present your case.

PART III – CONSUMER ASSISTANCE DIRECTORY

Look here for contact information for corporate

offices, consumer organizations, trade groups,

government agencies and other sources of

assistance.

VISIT US ONLINE

A searchable version of this Handbook is

available online at www.ConsumerAction.gov 
2

GENERAL TIPS • SHOPPING FROM HOME

turers do not honor contracts if you fail

to follow their recommendations for routine maintenance.

PRODUCT SAFETY RECALLS

Ready to buy a used vehicle or other secondhand product? Check to be sure it hasn’t

been recalled for safety reasons. Some

recalls ban the sale of an item while others

ask consumers to return the item for replacement or repair. Sometimes a seller provides

a part that reduces the danger of using the

product. Two websites post information on

current recalls:

• www.Recalls.gov–This site lists government-initiated recalls, streamlining access

to information from federal agencies.

• www.pueblo.gsa.gov–A listing of both government and industry-initiated recalls. 

AFTER YOU BUY

What you do after you buy can be as important

as what you do before you buy. These steps will

help you avoid as well as deal with any problems

that might pop up. 

• Save all papers that you get with your purchase. Keep all contracts, sales receipts, canceled checks, owner’s manuals and warranty

documents. 

• Read and follow product and service

instructions. The way you use or take care of a

product might affect your warranty rights.

You can order all kinds of things from the comfort of your home using the telephone, mail, or a

computer. But along with this convenience come

common complaints of late delivery, shipment of

wrong or damaged items, and hidden costs. To

avoid problems and to make it easier to resolve

them when they do happen, be sure you follow

the advice in the Before You Buy checklist on

page 1. In addition:

• Know your seller. If you don’t, do some

research: 

• Company websites often provide information in a section called “About Us.”

Some online sellers participate in programs such as BBBOnLine that help

resolve problems. Look for a logo or

SHOPPING HOPPING FROM HOME

endorsement seal on the company website. This is an indication, but not a guarantee, of the seller’s reliability.

• Another way to check online sellers is to

look for other consumers’ comments. Visit

www.bizrate.com where consumers rate

online stores. Some Internet auction sites

post ratings of sellers based on comments

by buyers. This information may give you

some idea of how you’ll be treated, but

beware of too many glowing stories that

might have been placed by sellers themselves.

• Be wary of post office boxes and sellers in other countries. It may be difficult to

find the seller to resolve a problem later.

• Know the total price. Make sure it

includes all charges-shipping, handling, insurance and taxes. Coupons and other discounts

should be properly deducted.

• Make sure you are clear on what you

are buying.Watch for words like “refurbished,”

“reconditioned,” “close-out,” or “discontinued.”

• Protect your personal information. Use

a secure website to help protect your credit

card from misuse. For more advice concerning

privacy on the Internet, see Online Privacy (p. 8).

• Never send your credit card number by

e-mail because e-mails are not secure. If you

are not comfortable providing your credit card

number online, ask whether you can call or fax it.

• Give your credit card, debit card, or

bank account number only if you’re using

that account to pay—never to prove your

identity.

BEWARE: CHARITABLE GIVING

Investigate before you donate. Some con artists use

names similar to well-known charities or pretend to be

raising money for state or local law enforcement agencies.

• Ask for written information, including how much of

the money raised is actually used for charitable purposes.

• Ask your Secretary of State if the charity is registered

to solicit in your state.

Check the Better Business Bureau (p. 128) and others

for information on charities: www.give.org, www.charitywatch.org, and www.guidestar.org. See also Youth

Peddling on the next page. 
3

SHOPPING FROM HOME

• Keep a record of your purchase. Keep

track of what you ordered, when, the price, and

how you paid (check, money order, charge, etc.).

Also save any information the seller gives you

such as product description, delivery date, cancellation policy, privacy policy, warranties, and

order confirmation numbers. 

• Keep track of your order. If it’s late, see:

Your Rights: Shopping from Home on this page.

For more information about shopping online,

visit www.ftc.gov/bcp/conline/pubs/online/payments.htm and www.safeshopping.org. 

ONLINE AUCTIONS AND SELLERS

Many private sellers sell items on the Internet

through auctions, classified ads, newsgroups,

and chat rooms. Unfortunately, these types of

sales are a very common type of Internet fraud.

Resolving disputes can be difficult when the

seller is in a different part of the country. Be

aware that government agencies may not be able

to help you since many laws don’t apply to sales

between individuals. Follow this advice as well

as the general tips on shopping from home.

• Check how the auction works. Can you

cancel a bid? Don’t assume that the rules used

by one auction site apply to another. Some

sites offer step-by-step instructions that will

take you through the bidding process.

• Find out what protections you have.

Does the site provide free insurance or guarantees for items that are not delivered or what the

seller claimed?

• Follow the strategies used in any auction. Learn the value of the item you are bidding on. Establish your top price and stick to

it.

• Don’t bid on an item you don’t intend

to buy. If you’re the highest bidder, you have

bought it. Auction companies often bar those

who back out of a deal from future bidding.

• If the seller can’t accept payment by

credit card, use an escrow service. Your

money is held by a third-party until you get

your purchase and approve release of your

payment to the seller. There is a small fee,

but the peace of mind is worth it. Auction

company eBay recommends Escrow.com

which is backed by Fidelity National

Financial Corporation. 

• Be wary of sellers who insist you use a

specific escrow service-especially if you have

never heard of that particular service before.

Check out the escrow service just like you

check out sellers of other services. One warning signal you may not be dealing with a legitimate company is a web site that has grammar

and other simple mistakes. 

YOUR RIGHTS: SHOPPING FROM HOME

When you order something by mail, phone, fax

or computer, the Federal Trade Commission

requires the company to:

• Ship the merchandise within the time

promised, or if no specific delivery time was

stated, within 30 days of receiving your order;

• Notify you if the shipment cannot be made

on time and give you the choice of waiting

longer or getting a refund; and

• Cancel your order and return your payment

if the new shipping date cannot be met—unless

you agree to another delay.

If you cancel, your money must be refunded

within 7 days (or your account must be credited

within one billing cycle if you charged the order).

The company can’t substitute a credit for other

merchandise. If you applied for a charge account

with the merchant at the same time that you

placed your order, the company has an extra 20

days to ship the merchandise to allow time for

processing your application.

This FTC rule only applies to the first shipment

of magazine subscriptions or other merchandise

BEWARE: YOUTH PEDDLING

Some for-profit companies use young salespersons to

sell magazines and other items door-to-door. They

trick consumers into believing they are giving money

to legitimate charities because consumers tend to

support young persons and youth programs. If a young

person solicits you, ask for identification verifying the

organization’s name, address and purpose. If the representative can’t provide this information, ask them to

leave. Report suspicious people to your local police

department and/or contact the child labor division of

your state labor department listed in the phone book.

Even if you are satisfied with the information provided,

don’t feel pressured to make a purchase or contribute.

See also Charitable Giving on the previous page. 
4

SHOPPING FROM HOME • TELEMARKETING

that you receive repeatedly. Orders for services

(for example, photo finishing), sale of seeds and

growing plants, collect-on-delivery (C.O.D.)

orders, and transactions such as books and

music clubs are covered by a different FTC rule.

There may also be laws or regulations in your

state that apply. Report suspected violations to

your state or local consumer protection agency

(p. 79) and to the FTC (p. 124). 

YOUR RIGHTS: 3-DAY COOLING OFF RULE

When you buy something at a store and later

change your mind, your ability to return the merchandise depends upon store policy. If you buy

an item in your home you may have three days to

cancel. This Cooling-Off Rule also applies to

purchases of $25 or more at your workplace and

places rented by a seller on a temporary basis,

such as hotel or motel rooms, convention centers, fairgrounds and restaurants. Enforced by

the Federal Trade Commission (p. 124), the

Cooling-Off Rule requires sellers to tell you that

you have three business days after the sale to

change your mind. At the time of the sale, the

seller must give you two dated copies of a cancellation form (one to keep and one to send) and

a copy of your contract or a receipt showing the

salesperson’s name and address and explaining

your right to cancel. The contract or receipt must

be in the same language that’s used in the sales

presentation.

To cancel a purchase, sign and date one of the

cancellation notices and send it by certified mail

postmarked before midnight of the third 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 this form at the time of the sale,

your three-day period doesn’t start until you

receive it from the seller. You can also write your

own letter to cancel the order.

Once you have canceled, you must be given a

refund within 10 days. The seller must notify you

of the date for product pick up, and return of any

trade-ins you gave as a down payment. Within 20

days, the seller must either pick up the items, or

reimburse you for mailing expenses. 

Be aware that there are situations in which the

Cooling-Off Rule does not apply:

• You made the purchase entirely by mail or

telephone.

• The sale was the result of prior contact you had

at the seller’s permanent business location.

• You signed a document waiving your right to

cancel.

• Your purchase is not primarily for personal,

family or household use.

• You were buying real estate, insurance, securities, or a motor vehicle.

• You can’t return the item in a condition similar

to how you got it. 

• You bought arts or crafts at a fair, shopping

mall, civic center, or school. 

Remember that if you paid by credit card and are

having difficulty getting your refund, you may

also be able to dispute the charge with your credit card company under the Fair Credit Billing Act.

See Resolving Credit Problems on page 16. 

Junk mail. Phone calls just when you sit down to

eat. Spam cluttering your inbox. Pop-up ads

when you are surfing the net. What can you do

about all these ads that waste your time and hassle you. Actually, there is a lot you can do! 

• Tell companies you do business with to

remove your name from customer lists that they

rent or sell to others. Look for information on

how to opt out of marketing lists on sales materials, order forms and websites.

• Contact the three free services provided by

the Direct Marketing Association to remove you

from most national telemarketing, mail and email lists (p.143).

• Call the credit reporting agencies’ notification system at 1-888-567-8688. This will reduce

the number of unsolicited credit and insurance

offers you get. All three major credit bureaus

participate in this program. 

• Under U.S. Postal Service Rules it is illegal

to send mail that looks like it is from a government agency when it isn’t. It is also illegal to

send mail that looks like a bill when nothing was

ordered—unless it clearly states it is not a bill.

Report violations of this rule to the USPS

(p.127).

TELEMARKETING ELEMARKETING AND SPAM
5

TELEMARKETING

TELEPHONE CALLS

The federal government’s Do Not Call Registry

is a free and easy way to reduce telemarketing

calls to your home. To register, visit 

www.donotcall.gov or call 1-888-382-1222 from

the phone you want to register. Your number will

stay in the registry for five years unless you take

it off the registry. After five years, you will be

able to renew your registration. If you get

restricted telemarketing calls after your number

has been in the national registry for three

months, you can file a complaint using the same

web page and toll-free number. 

Placing your number on this national registry

will stop most telemarketing calls, but not all of

them. Calls from political organizations, charities, and telephone surveyors are still permitted.

So are some calls concerning insurance.

Organizations with which you already have a

relationship can call you for up to 18 months

after your last purchase, payment, or delivery.

Companies to which you have made an inquiry

or submitted an application can call you for up

to three months. You can stop these calls by

asking the company to put your number on its

own do not call list. 

You can also tell each telemarketer who calls to

put you on its own do not call list. Note the

name of the person you spoke with, the organization, and the date of the call. The Federal

Communications Commission requires 

telemarketers (except tax-exempt non-profit

organizations) to maintain a record of your

request not to receive future telephone calls.

The record must be maintained for ten years. If

you get another call from the same person or

organization, report the date and source to the

FCC (p. 123). 

Consider screening any calls that are still slipping through by using an answering machine.

You can listen to the caller and decide whether

you want to pick up. Your local telephone company may also offer services that only allow calls

from certain numbers or allow you to see the

name and number of the person calling you

(Caller ID).

Some states have their own Do Not Call lists

for residents. Contact your state consumer protection office (p. 79) to find out if your state has

such a list and how you can be added.

SALES CALLS

The Federal Trade Commission has a rule that

tells telemarketers what they can and cannot do

when making a sales call. Callers must:

• Provide the seller’s name; 

• Disclose that the call is a sales call;

• Tell you exactly what they’re trying to sell;

• Disclose the total cost and other terms of

sale before you make any payment for the

goods or services; and

• Tell you if they don’t allow refunds,

exchanges or cancellations.

If a prize is involved, the caller must give you 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.

It’s illegal for telemarketers to:

• Misrepresent what they’re offering;

• Call before 8 a.m. or after 9 p.m.; and

• Threaten, intimidate or harass you, or call

again if you ask them not to.

This FTC rule applies even when you receive a

call from a telemarketer in another state or

country. It also applies if you make a call to a

company in another state or country in response

to a mail solicitation.

The rule generally 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.

It also does not apply to solicitations you receive

by fax or e-mail. Beware that certain types of

businesses—including nonprofit organizations,

investment brokers and advisors, banks, and

financial institutions—are exempt from the rule.

File complaints concerning this rule with the

Federal Trade Commission (p. 124). To file electronically, choose the “File a Complaint Online”

link at www.ftc.gov.

PRE-RECORDED MESSAGES

The Federal Communications Commission regulates calls using artificial or prerecorded voice

messages. They may not be made to residential

telephone numbers except in the following

cases:
6

TELEMARKETING • PROTECT YOUR IDENTITY

• Emergency calls needed to ensure your

health and safety;

• Non-commercial calls;

• Calls which don’t include any unsolicited

advertisements;

• Calls by, or on behalf of, tax-exempt nonprofit organizations;

• Calls you have given prior consent for; or

• Calls from entities with which you have an

established business relationship. 

The beginning of the message must identify who

is calling. During or after the message, the

caller’s telephone number or address must be

given. The phone number cannot be that of the

auto dialer or prerecorded message player that

placed the call. It also cannot be a 900 number or

any other number with charges that exceed local

or long distance charges.

The called party’s telephone line must be released

within 5 seconds of the time that the calling system receives notification the party has hung up.

Your local telephone company can tell you if there

is a delay before you can get a dial tone again in

your area. Submit suspected violations to the

Federal Communication Commission (p. 123). File

a complaint via e-mail (fccinfo@fcc.gov) or at

www.fcc.gov/cgb/complaints.html.

JUNK FAXES

Unsolicited advertisements faxed to you without

your prior written permission are prohibited by

the Federal Communications Commission. If you

have received such a fax, file a complaint with

the FCC (p.123). The agency has an online

Consumer Complaint Form at

www.fcc.gov/cgb/complaints.html.

SPAM

E-mail spam is not just unwanted—it can be

offensive. Pornographic spam provokes many

consumer complaints. Decrease the number of

spam e-mails you receive by making it difficult

for spammers to get and use your e-mail

address.

• Don’t use an obvious-mail-like

“JaneDoe@isp.com.” Instead use one with

numbers or other digits such as

Jane4oe6@isp.com

• Use one e-mail address for close friends

and family and another for everyone else. Free

addresses are available from Yahoo! and

Hotmail. You can also get a disposable forwarding address from www.spammotel.com. If an

address attracts too much spam, get rid of it

and establish a new one.

• Don’t post your e-mail address on a public

web page. Spammers use software that harvests text addresses. Substitute “janedoe at

isp.com” for the “janedoe@isp.com.” Or display

your address as a graphic image, not text. 

• Don’t enter your address on a web site

before you check its privacy policy. 

• Uncheck any check boxes. These often grant

the site or its partners permission to contact

you.

• Don’t click on an e-mail’s “unsubscribe”

link unless you trust the sender. This action tells

the sender you’re there. 

• Never forward chain letters, petitions, or

virus warnings. All could be a spammer’s trick to

collect addresses.

• Disable your e-mail “preview pane.” This

stops spam from reporting to its sender that

you’ve received it.

• Choose an Internet Service Provider (ISP)

that filters e-mail. If you get lots of spam, your

ISP may not be filtering effectively. 

• Use spam-blocking software. Web browser

software often includes free filtering options.

You can also purchase special software that will

accomplish this task. 

• Report spam. Notify your ISP so it is aware

what kind of spam is slipping through its filters.

The Federal Trade Commission (FTC) also

wants to know about “unsolicited commercial

email.” Forward spam to uce@ftc.gov.

How can someone steal your identity? They use

your name, Social Security number, credit card

number, or other personal information to commit

fraud or theft. They might:

• Run up charges on your credit card accounts;

• Open new credit accounts or cellular phone

service using your name; or

• Open a bank account in your name and write

bad checks on it.

Problems that result, such as unpaid bills, are

reported on your credit report. See Credit

Reports and Scores on page 16.

PROTECT YOUR IDENTITY
7

PROTECT YOUR IDENTITY • PROTECT YOUR PRIVACY

You can reduce the chance a con artist can go

on a spending spree with your money or steal

your identify by taking these precautions:

• Give your Social Security number only when

absolutely necessary. Ask to use other types

of identifiers when possible. If your state

uses your SSN as your driver’s license number, ask to substitute another number. 

• Sign credit/debit cards when they arrive. No

one can forge your signature and use them.

• Carry only the cards you need. Extra cards

increase your risk and your hassle if your

wallet is stolen.

• Keep your PIN numbers a secret. Never write

a PIN on a credit/debit card or on a slip of

paper kept with your card.

• Avoid obvious passwords. Avoid easy-to-find

names and numbers like your birthday and

phone number. 

• Store personal information in a safe place.

Lock up your driver’s license and other cards

at home and at work.

• Don’t give card numbers to strangers.

Confirm whether a person represents a company by calling the phone number on your

account statement or in the telephone book.

• Watch out for “shoulder surfers.” Use your

free hand to shield the keypad when using

pay phones and ATMs.

• Beware of blank spaces. Draw a line through

blank spaces on credit slips. Never sign a

blank slip.

• Keep your receipts. Ask for carbons and

incorrect charge slips as well.

• Destroy documents with account information. Stop thieves from finding information in

the trash by tearing up or shredding receipts,

credit offers, account statements, expired

cards, etc. 

• Protect your mail. Ask your local U.S. Postal

Service to put your mail on hold when you

are traveling and can’t pick it up. 

• Make life difficult for hackers. Install firewalls and virus-detection software on your

home computers. If you have a high-speed

Internet connection, unplug the computer’s

cable or phone line when you aren’t using it.

• Keep a record of your cards and accounts.

List numbers, expiration dates and contact

information in case there is a problem.

• Pay attention to your billing cycles. A missing bill could mean a thief has taken over

your account.

• Promptly compare receipts with account

statements. Watch for unauthorized transactions.

• Check your credit report once a year. Check

it more frequently if you suspect someone

has gotten access to your account information. (See Credit Reports on page 16.)

Despite these precautions, problems can still

happen. If a card is missing or you suspect

another problem, notify the company immediately. See Lost and Stolen Credit Cards (p. 17) and

ATM/Debit cards (p.14) 

If you become an ID theft victim, file a report

with your local police. Keep a copy of the police

report, which will make it easier to prove your

case to creditors and retailers. Contact the credit-reporting bureaus and ask them to flag your

account with a fraud alert, which asks merchants

not to grant new credit without your approval. 

To simplify the lengthy credit-repair process, the

FTC now offers an ID Theft Affidavit you can

use to report the crime to most of the parties

involved. Request a copy of the form by calling

toll-free 1-877-ID-THEFT or visiting www.consumer.gov/idtheft. All three credit bureaus and

many major creditors have agreed to accept the

affidavit. You can also use this web site to file

complaint with the FTC.

When dealing with ID theft, you can also get

advice from the Identify Theft Resource Center

at www.idtheftcenter.org. 

Approval of a credit application, transferring

money from one account to another, getting your

driver’s license renewed, getting a prescription

from your doctor to your pharmacy—think about

how easy and fast you can do these things today.

A down side of this convenience is that information collected on you may be inaccurate or misused. You could be treated unfairly, or even

become a victim of crime. You can help prevent

this misuse with these tips:

• Look for privacy statements on web sites,

sales materials, and forms you fill out. If a website claims to follow a set of established voluntary standards, read the standards. Don’t assume

they provide the level of privacy you want.

PROTECT YOUR PRIVACY
8

PROTECT YOUR PRIVACY

• Ask what information will be collected and

how it may be used. Only do business with

those with privacy practices that meet your

approval. 

• Never give anyone your

passwords or PIN numbers. Con artists may try to

trick you into giving this

information.

• Do not give personal

information to those you

don’t know. A credit card

number, savings or checking account number, or

Social Security number in

the wrong hands can be

used to steal from you or to

steal from others in your name. See Identity

Theft on page 6.

• Don’t give retailers information that isn’t

required. You don’t have to give numbers other

than the one you are using for payment. Some

states bar merchants from asking consumers to

provide additional information on checks or

credit card slips. At the supermarket, find out

whether a clerk can give you the discount without using the store’s discount card. 

• Be selective in what you put on warranty

registration forms. The company only needs the

purchase date, model/serial numbers, and how

you can be contacted if there is a product recall.

Questions not related to your purchase such as

your income and hobbies can be ignored. 

• Talk about privacy with others in your home.

Everyone—even children—should understand

what information you feel is not appropriate to

share on the phone, while using a computer,

and in other situations.

Check with your state or local consumer agency

(p. 79) to find out whether there are any state

laws that help protect your privacy. Some companies and industry groups have also adopted

voluntary policies that address privacy concerns.

ONLINE PRIVACY

Protecting your privacy on the Internet must be

tackled from several angles. Start by following

the general advice on protecting your privacy

just discussed. Next, make sure you are using a

web site with a sponsor who is protecting you.

• Look for a privacy policy statement or seal that

indicates the site abides by privacy standards.

Take time to read how your privacy is protected.

• Look for signals that you are using a secure

web page. A secure site encrypts or scrambles

personal information so it

cannot be easily intercepted.

Signals include a screen

notice that says you are on a

secure site, a closed lock or

unbroken key in the bottom

corner of your screen, or the

first letters of the Internet

address you are viewing

changes from “http” to

“https.”

A relatively new threat to

your privacy is spyware-sneaky software that

rides its way onto computers during the download of screensavers, games, music and other

applications. Spyware sends information about

what you’re doing on the Internet to a third-party

usually to target you with pop-up ads. You will

need to install anti-spyware to stop this new

threat to your privacy.

FINANCIAL PRIVACY

The Federal Deposit Insurance Corporation (p. 123)

and other federal regulators require banks,

insurance companies, brokerage firms and certain businesses who share financial information

to tell you their privacy policies. They must give

you this information when you open an account,

and at least once every year after. They must

include:

• the kinds of information being collected;

• how the confidentiality and security of this

information will be protected; and

• what types of businesses may be provided

this information.

If a business is going to share the information

with anyone outside its corporate family, it must

also give you the chance to “opt-out” or say no

to information sharing. Even if you don’t opt out,

your actual account numbers may not be shared

with third parties for marketing purposes.

Your credit information has additional privacy

protections under the Fair Credit Reporting Act.

Only people with a legitimate business need can

get a copy of your report. An employer can only

get your report with your written consent. For

more information on your rights under this federPROTECTING CHILDREN ONLINE

The Children’s Online Privacy

Protection Act requires commercial

websites to obtain parental consent

before collecting, using, or disclosing personal information from children under 13. For more information,

contact the FTC (see p. 124) or click

on Kids Privacy at www.ftc.gov. 
9

PROTECT YOUR PRIVACY • AUTOMOBILES

al law and to find out how you can get a copy of

your credit reports, see p??.

MEDICAL PRIVACY

People also give personal information to their

doctors, which is shared with insurance companies, pharmacies, researchers, and employers. 

The Medical Information Bureau is a data bank

used by insurance companies that collects and

shares information. You can request a copy of

your file to be sure the information is accurate.

Write to MIB, Inc., PO Box 105, Essex Station,

Boston, MA 02112, or call 617-436-3660. There is a

fee to obtain a copy of your file. 

For the latest information on how the federal

government protects your personal health information, visit www.hhs.gov/ocr from U.S.

Department of Health and Human Services, the

website of the Health Privacy Project

(www.healthprivacy.org) or My Health Privacy

(nclnet.org/healthprivacy/index.htm) created by

the National Consumers League.

Whether you are buying or leasing a vehicle,

these tips will help you get the best deal and

avoid problems.

• Decide what kind of vehicle best suits your

needs and budget. For tips on finding a safe

vehicle, see Choose a Safe Vehicle on page 10.

• Consider fuel economy. A vehicle that gets

more miles per gallon is good for your wallet as

well as for the environment. These government

web pages will help you comparison shop. 

• Use the Green Vehicle Guide

(www.epa.gov/emissweb) to find the vehicles that are most

fuel-efficient and

have the cleanestrunning engines. 

• Go to www.fueleconomy.gov to compare the miles-pergallon ratings of different vehicle models

manufactured since

the mid-1980s. 

AUTOMOBILES OMOBILES

• Go to www.fueleconomy.gov/feg/save

money.shtml for annual fuel estimates.

• Check out the seller. For car dealers, check

with your state or local consumer protection

agency (p. 79) and Better Business Bureau (p. 128).

If you are buying from an individual, check the

title to make sure you’re dealing with the vehicle

owner. Also browse the classifieds for other

auto ads with the same phone number-a sign of

an unlicensed broker who sells used cars by

posing as the owner.

• Take a test drive. Drive at different speeds

and check for smooth right and left turns. On a

straight stretch, make sure the vehicle doesn’t

pull to one side.

• Handle trade-ins and financing separately

from your purchase to get the best deal on each.

Get a written price quote before you talk about a

trade-in or dealer financing.

• Shop in advance for the best finance deal at

your credit union, bank or finance company. Look

at the total finance charges and the Annual

Percentage Rate (APR), not just the monthly

payment.

• Read and understand every document you

are asked to sign. 

• Don’t take possession of the car until all

paperwork is final.

BUYING A NEW CAR

• Check out different vehicles. Several

Internet sites can help you compare features

and prices on new motor vehicles. Visit

www.where-can-I-buy-a-car-online.com for links

to these sites. A scorecard reports on the features of each site including whether quotes are

free, the availability of financing, and site security. Two magazines that offer information in

print and online concerning vehicle performance, service and

safety are: Consumer

Reports (www.consumerreports.org) and

Motor Trend

(www.motortrend.com).

• Research the dealer’s price for the car and

options. It’s easier to

get the best price when

you know what the dealer paid for a vehicle. The

CREDIT AND SUBLEASE BROKERS

Con artists often prey on people who have bad

credit and who cannot get car loans. “Credit brokers” promise to get a loan for you in exchange

for a high fee. In many cases, the “broker” takes

the fee and disappears. “Sublease brokers”

charge a fee to arrange for you to “sublease” or

“take over” someone else’s car lease or loan.

Such deals usually violate the original loan or

lease agreement. Your car can be repossessed

even if you’ve made all of your payments. You

also might have trouble insuring your car.

CARS
10

AUTOMOBILES 

dealer invoice price is available at a number of

websites and in printed pricing guides.

Consumer Reports offers the wholesale price.

Lower than the invoice price, this figure factors

in dealer incentives from a manufacturer and is

a more accurate estimate of what a dealer is

paying for a vehicle.

• Find out if the manufacturer is offering

rebates that will lower the cost. Two websites

that offer this information are

www.carsdirect.com and

www.autopedia.com/html/Rebate.html.

• Get price quotes from several dealers. Find

out if the amounts quoted are the prices before

or after rebates are deducted.

• Avoid high-profit, low-value extras such as

credit insurance, extended warranties, auto

club memberships, rust proofing and upholstery

finishes. You do not have to purchase credit

insurance in order to get a loan. See Service

Contracts and Extended Warranties on page 1

and Credit Insurance on page 14.

BUYING A USED CAR

• Learn what rights you have when buying a

used car. Contact your state or local consumer

protection office (p. 79).

• Find out in advance what paperwork you

will need to register a vehicle. Contact your

state’s motor vehicle department. 

• Check prices of similar models using the

NADA Official Used Car Guide

(www.nadaguides.com) published by the

National Automobile Dealer Association (p. 78)

or the Kelly Blue Book (www.kbb.com). These

guides are usually available at local libraries as

well.

• Research the vehicle’s history. Ask the

seller for details concerning past owners, use,

and maintenance. Next, find out whether the car

has been damaged in a flood, involved in a

crash, been labeled a lemon or had its odometer rolled back. The vehicle identification number (VIN) will help you do this.

• Your state motor vehicle department can

research the car’s title history. Inspect the title

for “salvage,” “rebuilt,” or similar notations. 

• The websites www.carfax.com and

www.autocheck.com sell information on the history of vehicles gathered from state motor vehicle departments and other sources. These

reports are helpful but incomplete-they do not

guarantee that a vehicle is accident-free. 

• The National Highway Traffic Safety

Administration (www.nhtsa.dot.gov) lists VINs

of its crash-test vehicles and will let you search

an online database of manufacturer service bulletins.

• The Center for Auto Safety (www.auto

safety.org) provides information on safety

defects, recalls, and lemons, as well as service

bulletins.

• Visit www.safetyforum.com for a free online

search of its database of lemons registered by

previous owners.

• Make sure any mileage disclosures match

the odometer reading on the car. 

CHOOSE A SAFE VEHICLE

Crash tests can help you determine how well a vehicle will protect you in a crash. 

• The National Highway Traffic Safety Administration (www.nhtsa.dot.gov). Each year,

NHTSA crashes vehicles head-on into a wall and bashes them broadside to test their ability to

protect their occupants. NHTSA focuses on evaluating vehicle restraints such as air bags and

safety belts.

• The Insurance Institute for Highway Safety (www.hwysafety.org). A different test by the

IIHS uses offset-frontal car crashes to assess the protection provided by a vehicle’s structure.

• Consumers Union. Consumer Reports’ annual auto issue rates vehicles in terms of overall

safety. Its safety score combines crash test results with a vehicle’s accident avoidance factorsemergency handling, braking, acceleration, and even driver comfort.

To find out whether a manufacturer has recalled a car for safety defects, click on the “Recalls”

link at www.nhtsa.dot.gov or call NHTSA at 1-800-424-9393. If a vehicle has been recalled, ask

the dealer for proof that the defect has been repaired.

Used vehicles should also have a current safety inspection sticker if your state requires one.
11

AUTOMOBILES

• Check the warranty. If a manufacturer’s

warranty is still in effect, contact the manufacturer to make sure you can use the coverage.

The Federal Trade Commission (FTC) requires

dealers to post a Buyers Guide on all used cars

and trucks for sale. This Guide specifies

whether the vehicle is being sold “as is” or

with a warranty, and what percentage of repair

costs a dealer will pay under the warranty.

Keep in mind that private sellers generally

have less responsibility than dealers for

defects or other problems. Private sellers generally don’t have to post information.

• Ask about the dealer’s return policy. Get it

in writing and read it carefully.

• Have the car inspected by your mechanic.

Agree in advance with the seller that you’ll pay

for the examination if the car passes inspection, and the seller will pay if significant problems are discovered. A qualified mechanic

should check the vehicle’s frame, tire wear, air

bags and undercarriage as well as the engine.

• Examine dealer documents carefully. Make

sure you are buying, not leasing, the vehicle. A

balloon payment and “base mileage” disclosures are warning signs you may have a lease.

LEASING

When you lease, you pay to drive someone

else’s vehicle. Monthly payments for a lease

may be lower than loan payments, but at the end

of the lease you have no ownership or equity in

the car.

• Shop for a lease as if you’re buying a car.

To help you comparison shop, the Consumer

Leasing Act requires leasing companies to give

you information on monthly payments and

other charges. Check out www.edmunds.com,

Intellichoice.com, and www.Leasesource.com

for online information on leases including current lease deals.

• Negotiate all the lease terms including the

price of the vehicle. Lowering the base price

will help reduce your monthly payments.

• Ask for details on wear and tear standards.

Dings that you may regard as normal wear and

tear may be billed as significant damage at the

end of your lease.

• Find out how many miles you can drive in a

year. Most leases allow 12,000 to 15,000 miles a

year. Expect a charge of 10 to 25 cents for each

additional mile.

• Check the manufacturer’s warranty. It

should cover the entire lease term and the number of miles you are likely to drive.

• Ask the dealer what happens if you give up

the car before the end of your lease. There may

be extra fees for doing so. 

• Ask what happens if the car is involved in

an accident.

• Get all the terms in writing. Everything

should be listed on the lease to avoid being

charged for “missing” equipment at the end of

the lease.

The Federal Reserve Board of Governors offers

a consumer guide to auto leasing at www.federalreserve.gov/pubs/leasing/.

RENTING

Federal law does not cover short-term car and

truck rentals, but some state laws do. Contact

your state or local consumer protection office

(p. 79) for information or to file a complaint.

• Ask in advance if there are any charges

besides the stated rental fee. There may be an

airport surcharge or drop-off fees, insurance

fees, fuel charges, mileage fees, taxes, additional-driver fees, underage-driver fees, and

equipment rental fees (for items such as ski

racks and car seats).

• Ask if the rental company checks the driving records of potential customers. A company

may check for violations when you arrive at the

counter. You may be rejected even if you have a

confirmed reservation.

• Check in advance to be sure you aren’t

duplicating insurance coverage. If you’re traveling on business, your employer may have insurance that covers damage to the vehicle if you

are in an accident. You may also have coverage

through your personal auto insurance, a motor

club membership, or the credit card you use to

pay for rentals.

• Carefully inspect the vehicle and its tires

before renting.

• Check refueling policies and charges.

• Ask if there is a refundable charge being

made to your credit card. When you pick up your

car, the company may make a charge or place a

hold of hundreds of dollars on your credit card.

Most companies do not process this amount

unless you fail to return the car as specified in

CARS
12

AUTOMOBILES

your rental contract. If it is processed and the

amount takes you near or over your credit card

limit, you may have trouble using your card for

other purchases. 

REPAIRS

Whenever you take a vehicle to the shop:

• Choose a reliable repair shop. Family, friends

or an independent consumer rating organization may be able to help you. You should also

check out the shop’s record with your state or

local consumer protection office (p.79) or

Better Business Bureau (p. 128).

• Describe the symptoms. Don’t try to diagnose the problem.

• Make it clear that work cannot begin until

you have a written estimate and you give

your okay. Never sign a blank repair order. If

the problem can’t be diagnosed on the spot,

insist that the shop contact you for authorization once the trouble has been found.

• Ask the shop to keep the old parts for you.

• Follow the warranty instructions if a repair is

covered under warranty.

• Get all repair warranties in writing.

• Keep copies of all paperwork. 

Some states, cities and counties have special laws

that deal with auto repairs. For information on the

laws in your state, contact your state or local consumer protection office (p. 79).

SECRET WARRANTIES, RECALLS AND

LEMON LAWS

Sometimes a manufacturer makes a design or

production mistake on a motor vehicle. If dealers report a number of complaints about a certain part or vehicle, the manufacturer may allow

dealers to repair the problem at no cost to you

even if the warranty has expired. A service bulletin notifies the dealer of the problem and how

to resolve it. Because these free repairs are not

publicized, they are called “secret warranties.”

The National Highway Traffic Safety

Administration (www.nhtsa.dot.gov) maintains a

database of service bulletins filed by manufacturers.

If you have a problem with a vehicle that is a

safety hazard, check whether the manufacturer

has recalled your vehicle. Click on Recalls at

www.nhtsa.dot.gov or call NHTSA at 1-800-424-

9393. Hazards that aren’t listed should be reported to your dealer, the manufacturer of the vehicle (p.84), and NHTSA. Use the agency’s tollfree Auto Safety Hotline at 1-888-327-4236 or

visit its web page for details on other reporting

options: the Internet, fax and mail. There is no

set number of reports needed before NHTSA

will look into a problem. If a safety-related

defect exists, the maker must fix it at no cost to

you-even if your warranty has expired. The company may also be asked to conduct a product

recall.

If you have a vehicle with a unique problem that

just never seems to get fixed—you may have a

lemon. Some states have laws concerning

lemons. They may require a refund or replacement if a problem is not fixed within a reasonable number of tries or you haven’t been able to

use your vehicle for a certain number of days.

Contact your state or local consumer protection

office (p. 79) to learn whether you have such protections and the steps you must take get your

problem solved. If you believe your car is a

lemon:

• Give the dealer a list of the problems every

time you bring it in for repairs.

• Get and keep copies of the repair orders listing the problems, the work done, and the

dates that the car was in the shop. 

• Contact the manufacturer, as well as the

dealer, to report the problem. Your owner’s

manual will list an address for the manufacturer or you can find it on page 75.

• Help other consumers avoid purchasing 

your lemon by registering it at www.safety

forum.com. 

Another source of information concerning these

topics is the Center for Auto Safety

(www.autosafety.org). CAS gathers information

and complaints concerning safety defects,

recalls, service bulletins and state lemon laws.

You can reach CAS by phone at 202-328-7700. 

VEHICLE REPOSSESSIONS

When you borrow money to buy a car or truck,

the lender can take your vehicle back if you miss

a payment or in some other way violate the contract. You should also be aware, the lender: 

• can repossess with cause without advance

notice;

• can insist you pay off the entire loan balance

in order to get the repossessed vehicle back;

• can sell the vehicle at auction; 
13

BANKING

• might be able to sue you for the difference

between the vehicle’s auction price and what

you owe; but

• cannot break into your home or physically

threaten someone while taking the vehicle.

If you know you’re going to be late with a payment, talk to the lender to try to work things out.

If you and the lender reach an agreement, be

sure you get the agreement in writing. Contact

your state or local consumer protection office (p. 79)

to find out whether your state gives you any

additional rights.

SAVINGS AND CHECKING

When it comes to finding a safe place to put

your money, there are a lot of options. Savings

accounts, checking accounts, certificate of

deposits and money market accounts are popular

choices. Each has different rules and benefits

that fit different needs. When choosing the one

that is right for you, consider:

• Minimum deposit requirements. Some

accounts can only be set up with a minimum

dollar amount. If your account goes below the

minimum, no interest is paid or you are charged

extra fees.

• Limits on withdrawals. Can you take

money out whenever you want? Are there any

penalties for doing so?

• Interest. How much (if anything) is paid

and when—daily, monthly, quarterly, yearly? To

compare rates offered locally to those from

financial institutions around the nation, visit

www.bankrate.com.

• Deposit Insurance. Look for a sign that

says your money is protected by the Federal

Deposit Insurance Corporation (FDIC). Credit

union accounts have similar protection from the

National Credit Union

Association (NCUA).

• Convenience. How

easy is it to put money in

and take it out? Are there

tellers or ATM machines

close to where you work

and live? Or would you

receive most of your service via the telephone or

BANKING

Internet? Can you make direct deposits and

other electronic transfers?

If you are considering a checking account or

another type of account with check-writing privileges, add these items to your list of things to

think about:

• Number of checks. Is there a maximum

number of checks you can write per month? If

you write more, what is the charge?

• Amount of check. Is there a minimum or

maximum amount for any one check?

• Account and check fees. Is there a

monthly fee for the account or a charge for each

check you write? Some accounts only charge a

fee if you write more than a certain number of

checks per month. 

• Holds on checks. Is there a “hold” or waiting period before you can get the money you

deposit in your account? There may be a longer

hold period on out-of-state checks while the

check clears. 

• Overdrafts. If you write a check for more

money than you have in your account, what happens? You may be able to link your checking

account to a savings account to protect yourself.

But there may also be high fees for “bounced”

checks (from you or written to you).

The new Check Clearing for the 21st Century Act

(often referred to as Check 21) allows banks to

clear checks electronically instead of exchanging

actual paper checks. Banks no longer have to

return original checks with your monthly statements or even when there is a problem with a

particular check. Check 21 creates “substitute

checks” which you can use as legal representations of the originals. Ordinary check images,

which some banks have provided for years, are

NOT substitute checks. 

It takes banks at least a day or two to process

paper checks. Electronic

processing can happen

almost immediately. This

means you will have less

“float” time between

when you write a check

and when the money is

actually taken out of your

account. This could

increase the chance that

one of your checks will

bounce due to insufficient

BEWARE: STORED-VALUE CARDS

Stored-value cards—sometimes

referred to as pre-paid or gift cards—

are a lot like the dollar bills you carry in

your wallet. Money is stored electronically on the card itself. If a card is lost

or stolen, the money is gone. Storedvalue cards do not have the same federal protections that credit and debit

cards have. 
14

BANKING • CREDIT

funds. Quicker clearing also means less time to

stop payment on a check.

It has always been a good idea to get canceled

checks with your monthly statement. Now you

will want substitute checks each month. Having

your employer deposit your paycheck directly

into your account can help you cope with the

change in “float” time.

ATM/DEBIT CARDS

With a debit card and personal identification

number (PIN), you can use an Automated Teller

Machine (ATM), to withdraw cash, make

deposits, or transfer funds between accounts.

Some ATMs charge a fee if you are not a member of the ATM network or are making a transaction at a remote location. 

Retail purchases can also be made with a debit

card. You enter your PIN or sign for the purchase. Some banks that issue debit cards are

charging customers a fee for debit card purchases made with a PIN. Although a debit card looks

like a credit card, the money for the purchase is

transferred immediately from your bank account

to the store’s account. The purchase will be

shown on your bank account statement.

Immediately call the card issuer when you suspect a debit card may be

lost or stolen. Many companies have toll-free numbers

and a 24-hour service to

deal with such emergencies. While federal law limits your liability for a lost or

stolen credit card to $50,

your liability for unauthorized use of your ATM or

debit card can be much

greater—depending on how

quickly you report the loss. 

• Report a debit card

missing before it is used

and you are not responsible

for any unauthorized withdrawals. 

• Your liability is limited to $50 if you report

the loss within two business days after you

realize your debit card is missing, and to $500 if

you report the loss between 2 and 60 days. 

• If you do not report an unauthorized use of a

debit or ATM card within 60 days after your bank

statement with the unauthorized use is mailed

to you, you could lose all the money in your bank

account as well as the unused portion of your

line of credit established for overdrafts.

Check the policies of your card issuer. Some

offer more generous limits on a voluntary basis. 

When you use a debit card, federal law also does

not give you the right to stop payment. You must

resolve the problem with the seller. 

Like everything else you buy, credit has a price

tag and it pays to comparison shop. With the

Internet, you can now compare local credit offers

with those from financial institutions around the

nation. For up-to-date interest rate reports on

mortgages, auto loans, credit cards, home equity

loans, and other banking products visit

www.bankrate.com. For a listing of credit cards

visit www.cardlocator.com. 

The Equal Credit Opportunity Act protects you

when dealing with anyone who regularly offers

credit, including banks, finance companies,

stores, credit card companies and credit unions.

When you apply for credit,

a creditor may not:

• Ask about or consider

your sex, race, national origin or religion;

• Ask about your marital

status or your spouse,

unless you are applying for

a joint account or relying

on your spouse’s income,

or you live in a community

property state (Arizona,

California, Idaho,

Louisiana, Nevada, New

Mexico, Texas and

Washington);

• Ask about your plans to

have or raise children;

• Refuse to consider public assistance income

or regularly received alimony or child support; or 

• Refuse to consider income because of your sex

or marital status or because it is from parttime work or retirement benefits.

CREDIT

BEWARE: CREDIT INSURANCE

When you take out a loan for a big purchase, a salesperson may try to sell

you credit insurance. Your credit card

company may also encourage you to

purchase credit insurance. The coverage may be promoted as a way for you

to protect yourself if your property is

damaged or lost. Other credit insurance offers promises to make loan payments if you are laid off, become disabled or die. It is almost always better

to buy regular property, life or disability

insurance instead of credit insurance.
15

CREDIT

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.

For additional information on credit, see Home

Financing (p. 22) and Buying a Car (p. 9). Other

sources of information include the HUD Housing

Counseling Clearinghouse at 1-888-466-3487, the

FTC (p. 124), the National Consumer Law Center

(p. 138) and the “Money” link at

www.pueblo.gsa.gov.

INSTALLMENT LOANS

Before you sign an agreement for a loan to buy a

house, a car or other large purchase, make sure

you fully understand all the lender’s terms and

conditions: 

• The dollar amount you are borrowing.

• The payment amounts and when they are due.

• The total finance charge—the total of all the

interest and fees you must pay to get the

loan.

• The Annual Percentage Rate (APR)—the

rate of interest you will pay over the full term

of the loan.

• Penalties for late payments.

• What the lender will do if you can’t pay back

the loan.

• Penalties if you pay the loan back early.

Fortunately, the Truth in Lending Act requires

lenders to give you this information so you can

compare different offers. 

PAYDAY AND TAX REFUND LOANS

With a typical payday loan, you might write a personal check for $115 to borrow $100 for two

weeks—until payday. The annual percentage rate

(APR) in this example is 390 percent! Payday

loans are illegal in some states.

Another high cost way to borrow money is a tax

refund loan. This type of credit lets you get an

advance on a tax refund. APRs as high as 774%

have been reported. If you are short of cash,

avoid both of these loans by asking for more

time to pay a bill or seeking a traditional loan.

Even a cash advance on your credit card may

cost less.

HOME EQUITY LOANS

Consider carefully before taking out a home

equity loan. Although this type of loan might let

you take tax deductions that you could not take

with other types of loans, they reduce the equity

you have built up in your house. If you are unable

to make payments, you could lose your home.

Home equity loans can either be a revolving line

of credit or a one-time, closed-end loan.

Revolving credit lets you choose when and how

often to borrow against the equity in your home.

In a closed-end loan, you receive a lump sum for

a particular purpose, such as remodeling or

tuition. Apply for a home equity loan through a

bank or credit union first. These loans are likely

to cost less than those offered by finance companies. 

CREDIT CARDS

Chances are you’ve gotten your share of “preapproved” credit card offers in the mail. Examine

the fine print carefully before you accept any

offer for a credit or charge card.

• The Annual Percentage Rate (APR). If

the interest rate is variable, how is it determined and when can it change?

• The periodic rate.This is the interest rate

used to figure the finance charge on your balance each billing period.

• The annual fee.While some cards have no

annual fee, others expect you to pay an amount

each year for being a cardholder. 

• The grace period. This is the number of

days you have to pay your bill before finance

charges start. Without this period, you may

have to pay interest from the date you use your

card or when the purchase is posted to your

account. 

• The finance charges. Most lenders calculate finance charges using an average daily

account balance—this is the average of what you

owed each day in the billing cycle. Look for

offers that use an adjusted balance, which subCREDI

T
16

CREDIT

tracts your payment from your beginning balance. The finance charges you will pay are usually lower. Stay away from

offers that use the previous balance in calculating

what you owe; this method

has the highest finance

charge. Also don’t forget

to check if there is a minimum finance charge.

• Other fees. Ask

about special fees when

you get a cash advance,

make a late payment, or

go over your credit limit.

Some companies charge a monthly fee regardless of whether you use your card. 

The Fair Credit and Charge Card Disclosure Act

requires credit and charge card issuers to

include this information on credit applications. 

CREDIT REPORTS AND SCORES

A credit report contains information on where

you work and live, how you pay your bills, and

whether you've been sued, arrested, or filed for

bankruptcy. Consumer Reporting Agencies

(CRAs) gather this information and sell it to

creditors, employers, insurers, and others. The

most common type of CRA is the credit bureau.

The three major national credit bureaus are: 

Equifax: 1-800-685-1111 or www.equifax.xom

Experian: 1-888-397-3742 or www.experian.com

TransUnion: 1-800-916-8800 or www.transunion.com

By September 1, 2005, all consumers will be eligible to receive a free annual credit report from each

of the three major CRAs. 

To check your eligibility and

order your report, you must

go through www.annual

creditreport.com or call 

1-877-322-8228. The information in your credit report is

used to calculate your

FICO credit score—a number generally between 300

and 850 that rates how risky

a borrower you are. The

higher your score, the less

risk you pose to creditors.

Your FICO score is available from www.myfico.com

for a fee. Free credit reports do not contain your

credit score. 

Negative information concerning your use of credit can be

kept in your credit report for

seven years. A bankruptcy can

be kept for ten years.

Information about a lawsuit or

an unpaid judgment against

you can be reported for seven

years or until the statute of

limitations runs out, whichever

is longer.

Anyone who denies you credit, housing, insurance, or a job as a result of a credit report must

give you the name, address, and telephone number of the CRA that provided the report. Under

the Fair Credit Reporting Act (FCRA), you have

the right to request a free report within 60 days if

a company denies you credit based on the

report. See page 18 for how to remove or dispute

incorrect information.

RESOLVING CREDIT PROBLEMS

CREDIT BILLING DISPUTES

If you find an error on a credit card or charge

account bill, you have the right to dispute the

problem under the Fair Credit Billing Act. The

law defines billing errors as: incorrect credits

for payments, charges that you didn’t make, and

charges for goods or services that you did not

receive or that were not as promised.

Write to the creditor within 60 days of the postmark of the first bill with the disputed charge. If

more than 60 days have

passed but you just

recently found the problem, you may still be able

to dispute the charge. 

• Send a 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

BEWARE: OFFERS TO SKIP A

CREDIT PAYMENT

If your credit company invites you to

skip a monthly payment without a

penalty, it is probably not doing you a

favor. You may still owe finance

charges on your unpaid balance. And

interest will probably be adding up

on any purchases you make after the

due date you skipped. 

BEWARE: TEASER RATES

Some cards are advertised with very low

introductory interest rates called

teasers. The rate is good for a short period of time. If you know you can pay what

you owe while the low rate is in effect, it

could be a good deal. But if the teaser

time runs out and you still owe money,

you could end up paying a higher rate

than you might have without the special

introductory rate. Just one late payment

could also cancel the teaser rate.
17

CREDIT

disputed, and a complete explanation of why

you are disputing the charge

• Send your letter by certified mail, with a

return receipt requested, if you want to make

sure it is received.

If you follow these requirements, the creditor or

card issuer must acknowledge your letter in writing within 30 days of receiving it and conduct an

investigation within 90 days.

While the bill is being investigated, you do not

have to pay the amount in dispute. The creditor

cannot try to collect this disputed amount, nor

can the creditor report the amount as late or

close or restrict your account.

• If there was an error, the

creditor must credit your

account and remove any related finance charges or late

fees. 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.

What if you don’t agree with

the creditor’s decision? You

can file an appeal with the Office of the

Comptroller of the Currency by calling 1-800-613-

6743 or going to

www.occ.treas.gov/customer.htm.

NEGATIVE CREDIT INFORMATION IN YOUR CREDIT

REPORT

If there is inaccurate or incomplete information

in your credit report:

• Contact both the credit reporting agency and

the company that provided the information to

the CRA. 

• Tell the CRA in writing what information you

believe is inaccurate.

Under The Fair Credit Reporting Act, the information provider is required to investigate and

report the results to the CRA. If the information

is found to be incorrect, it must notify all nationwide CRAs to correct your file. If the investigation does not solve your dispute, ask that your

statement concerning the dispute be included in

your file. A notice of your dispute must be

included anytime the CRA reports the negative

item. For more information on credit reports and

the CRAs, see Credit Reports on page 16.

If the information is accurate, only time, hard

work, and a personal debt repayment plan will

improve your credit report. Credit repair companies advertise that they can erase bad credit for

a hefty fee. Don’t believe it.

Under the Credit Repair Organizations Act,

credit repair companies can’t require you to pay

until they have completed promised services.

They must also give you:

• a copy of the “Consumer

Credit File Rights Under

State and Federal Law”

before you sign a contract;

• a written contract that

spells out your rights and

obligations; and

• three days to cancel

without paying any fees.

Some credit repair companies promise to help

you establish a whole

new credit identity. You

can be charged with fraud

if you use the mail or telephone to apply for credit

with false information. It

is also a federal crime to make false statements

on a loan or credit application, to give a false

Social Security number, or to obtain an

Employer Identification Number from the

Internal Revenue Service under false pretences. 

If you have lost money to a credit repair scam,

contact your state or local consumer affairs

office (p. 79) or the National Fraud Information

Center (p. 138).

OUT OF CONTROL DEBT

Counseling services are available to help people

having trouble budgeting money and paying

bills. Credit unions, cooperative extension

offices, military family service centers and religious organizations are among those that may

offer free or low-cost credit counseling. 

Local, nonprofit agencies that provide educational programs on money management and

LOST AND STOLEN CREDIT CARDS

Immediately call the card issuer

when you suspect a credit or charge

card has been lost or stolen. Many

companies have toll-free numbers

and 24-hour service to deal with such

emergencies. 

By federal law, once you report the

loss or theft of a your card, you have

no further responsibility for unauthorized charges. In any event, your maximum liability under federal law is

$50 per card. 

CREDI

T
18

CREDIT

help in developing debt payment plans operate

under the name Consumer Credit Counseling

Service (CCCS). They are members of the

National Foundation for Consumer Credit

(NFCC). To locate the agency closest to you, call

1-800-388-2227 or visit www.nfcc.org. 

Several national nonprofit organizations also

provide information and assist people with debt

problems via the phone and Internet.

• American Consumer Credit Counseling.

Visit www.consumercredit.com or call 800-

769-3571

• InCharge Institute of America. Visit

www.incharge.org or call 1-800-565-8953.

• Money Management International. Visit

www.moneymanagement.org or call 1-866-

899-9347.

• Myvesta. Visit www.myvesta.org or call 1-

800-680-DEBT.

Typically, a counseling service will negotiate

lower payments with your creditors, then make

the payments using money you send to them

each month. The cost of setting up this debtmanagement plan is paid by the creditor not you.

Ask these questions to find the best counselor

for you:

• What services do you offer? Look for an

organization that offers budget counseling and

money management classes as well as a debtmanagement plan. 

• Do you offer free information? Avoid

organizations that charge for information or

make you provide a lot of details about your

problem first.

• What are your fees? Are there set-up

and/or monthly fees? A typical set-up fee is

$10. If you’re paying a lot more, you may be the

one who’s getting set up. 

• How will the debt management plan work?

What debts can be included in the plan and will

you get regular reports on your accounts?

• Can you get my creditors to lower or eliminate my interest and fees? If the answer is yes,

contact your creditors to verify this.

• What if I can’t afford to pay you? If an

organization won’t help you because you can’t

afford to pay, go somewhere else for help.

• Will you help me avoid future problems?

Getting a plan for avoiding future debt is as

important as solving the immediate debt problem.

• Will we have a contract? All verbal promises should be in writing before you pay any

money.

• Are your counselors accredited or certified? Legitimate credit counseling firms are

affiliated with the National Foundation for

Credit Counseling or the Association of

Independent Consumer Credit Counseling

Agencies. 

Unfortunately, honest credit counselors have a

lot of rivals who are more interested in taking

your money than helping you. They can do more

harm than good. Red flags are:

• Big upfront fees. A reputable credit counseling agency will send free information about

itself and the services it provides without

requiring you to provide any details about your

situation. 

• Unrealistic promises. Some companies

falsely claim they can solve problems for pennies on the dollar or remove negative information from your credit record. 

Check with your local consumer protection

agency (p. 79) and the Better Business Bureau

(p. 128) to see if any complaints have been filed

about the company. 

DEBT COLLECTION

The Fair Debt Collection Practices Act applies

to those who collect debts owed to creditors for

personal, family and household debts-these

include car loans, mortgages, charge accounts

and money owed for medical bills. A debt collector is someone hired to collect money you owe.

Within five days after a debt collector first contacts you, the collector must send you a notice

that tells you the name of the creditor, how much

you owe, and what action to take if you believe

you don’t owe the money. 

If you owe the money or part of it, contact the

creditor to arrange for payment.

If you believe you don’t owe the money, contact

the creditor in writing and send a copy to the collection agency with a letter telling them not to

contact you. A debt collector may not:

• Contact you at unreasonable times, for

example, before 8 a.m. or after 9 p.m., unless

you agree;

• Contact you at work if you tell the debt collector your employer disapproves;
19

EDUCATION

• Contact you after you write a letter telling

them to stop—except to notify you if the collector or creditor plans to take a specific

action;

• Contact your friends, relatives, employer or

others—except to find out where you live and

work;

• Harass you through threats to harm you, profane language or repeated telephone calls;

• Make any false statement, or claim that you

will be arrested; or

• Threaten to have money deducted from your

paycheck or to sue you—unless the collection agency or creditor intends to do so and

it is legal.

To file a complaint, contact your state or local

consumer protection agency (p. 79) and the

Federal Trade Commission (p. 124).

Choosing a college or other education program

is one of the most important decisions you will

make in your lifetime. School is a big investment

of time, money, and effort, whether it’s a fouryear university, a two-year program or a trade or

professional school. Carefully evaluate your

options.

• Does the school offer the courses and type

of program you want?

• Does the school offer services you need

and activities you’re interested in?

• What are the school’s graduation and

transfer-out rates? A school is required to disclose this information to prospective students.

• What percentage of recent graduates are

working in their chosen field of study? 

• What is the school’s loan default rate? In

other words, what percentage of students who

took out federal student loans later failed to

EDUCATION

repay their loans on time? You might not be able

to get federal aid for a school that has a high

default rate.

• What kind of crimes happen on campus and

what programs are in place to protect your safety? The school must provide you with a summary

of its annual security report. The Department of

Education posts crime statistics for many

schools at www.ope.ed.gov/security.

• What financial aid is available at the

school? Ask for specifics such as the types of

aid available, how you apply, how recipients are

selected, plus how and when aid will be

received.

• What are the school’s refund policies? If

you enroll but change your mind or are not able

to finish a class, can you get some of your

money back? 

Most of this information is covered in a school’s

catalog, brochures or web site. If you know others who have recently attended a school you’re

considering, ask about their experiences and

opinions. Talk to a high school counselor and

local employers. To find out if any complaints

have been filed about a school, contact the

Better Business Bureau (p. 128) or higher education agency in the state where the school is

located. 

The U.S. Department of Education (p. 113) has a

wealth of information on choosing, applying and

paying for education after high school. This

information along with applications for federal

financial assistance is posted online at 

studentaid.ed.gov or you can call 1-800-433-3243. 

Another source of information on financial

assistance from both private and government

sources is www.finaid.org. This site also offers

calculators that can help you figure out how

much school will cost, how much you need to

save, and how much aid you will need.

Many state governments have created programs

to make it easier for families to save for the education of their children. Visit www.collegesavings.org for links to information on the various

state programs. 

GENERAL EDUCATION

DEVELOPMENT (GED TESTS)

States and other jurisdictions issue

high school equivalency credentials to

adult candidates who earn passing

scores on GED tests. For more information, visit the American Council for

Education (ACE) at www.acenet.edu. 
20

EMPLOYMENT • FOOD AND NUTRITION

If you’re looking for a job, you may come across

ads that promise wonderful opportunities. While

some companies honestly want to help you, others are more interested in taking your money. Be

wary of:

• Promises to get you a job and a guaranteed

income;

• Upfront fees, even when you are guaranteed

a refund if you are dissatisfied;

• Employment agencies whose ads read like

job ads; and

• Promotions of “previously undisclosed” government jobs. All federal jobs are announced

to the public at www.usajobs.opm.gov.

Get a copy of the employment agency contract

and review it carefully before you pay any money.

Check with your local consumer protection

agency (p. 79) and the Better Business Bureau

(p. 128) to see if any complaints have been filed

about a company. 

For links to information on employment, click on

“Education and Jobs” at www.FirstGov.gov.

The Federal Trade Commission (p. 124) sues

businesses that fraudulently advertise employment openings and guarantee job placement.

Contact the FTC if you have a complaint.

The following suggestions will help you save

money when shopping for food.

• Use a grocery list. You will be less likely to

pick up extra items.

• Shop at the lower-priced food stores.

Convenience stores often charge the highest

prices.

• Compare price-per-ounce or other unit

prices. 

• Stock up on non-perishable items with low

per-unit costs. 

To help you make healthy food choices, the federal government posts dietary guidelines at

www.health.gov/dietaryguidelines. Federal regulations also require many foods to identify fat

content, fiber and nutrients on their labels. 

For more information, check out these sources of

information on food shopping, safety, and nutrition.

FOOD AND NUTRITION

EMPLOYMENT • U.S. Department of Agriculture (p. 112);

• The Food and Drug Administration (p. 115);

• Nutrition.gov (www.nutrition.gov);

• MedlinePlus (Click on F for Food or N for

Nutrition at www.nlm.nih.gov/medlineplus); 

• The Nutrition Source

(www.hsph.harvard.edu/nutritionsource); and

• Nutrition Navigator

(www.navigator.tufts.edu)

WEIGHT REDUCTION

The federal government has brought together

information on weight loss and dieting at

www.nlm.nih.gov/medlineplus/weightlossand

dieting.html.

If you need to lose weight, talk with your doctor

about the options that are best for you. Most

health experts agree that the best and safest way

to lose weight is to modestly cut calories, eat a

balanced diet, and exercise. People usually do

best when they reduce their usual calorie intake

or increase the calories they use by 500–1,000 per

day. This allows you to eat enough for good nutrition yet lose about one to two pounds a week.

Steer clear of harmful tactics such as smoking,

fasting, purging, or abusing laxatives. 

To make sure you safely lose pounds not just dollars, ask these questions:

• How does the product or service work?

Does the program emphasize diet, exercise or a

combination of both. 

• How much will it cost? Ask for an itemized list that includes membership fees and fees

for weekly visits. Ask if there are extra fees for

diagnostic tests, food, dietary supplements, or

other products in the program.

• How well does it work? Ask to see the

studies that back up success claims. Look for

how many people completed the program, how

much weight they lost, and how long they kept

the weight off. 

• What are the risks? Get details about possible side effects. Check with your doctor before

you take prescriptions, over-the-counter weight

loss drugs, or dietary supplements. Diets that

require drastic food restriction should be under

the supervision of a physician.

• How many calories will you eat each

day? For diets under 1500 calories, be sure to

check with your doctor to make sure you meet all

your nutrient needs.
21

HEALTHCARE 

• What are the staff qualifications? Ask

about their training and experience.

• What type of attention will you receive?

Will you get individual counseling or group support? How often?

Complaints concerning fraudulent weight loss

claims should be directed to the Federal Trade

Commission (p. 124).

Thousands of websites are now available to help

you make health care decisions. Be wary of sites

sponsored by companies that are trying to sell

you a particular treatment. It is better to visit

sites run by government agencies and by recognized organizations such as the Mayo Clinic or

the American Medical Association (AMA). This

information should complement, not replace,

what you receive from a doctor. Here are some

sites that are generally recognized as reliable

information sources.

• HealthierUS.gov, HealthFinder.gov and

MedlinePlus (www.nlm.nih.gov/medlineplus).

Three federal government gateways to information on health issues, health care programs, and organizations.

• Intelihealth (www.intelihealth.com).

Information and practical advice on staying

healthy from the Harvard Medical School.

• Mayo Clinic (www.mayoclinic.com). An alphabetical index of diseases and Healthy Living

Centers (for example, Women’s Health, Diet

and Health). Consult the Health Decisions

Guide for information on medical tests and

treatments.

• Medical Library Association (www.mlanet.org).

Websites suggested by librarians.

• Mental Help Net (www.mentalhelp.net). Links

to a broad range of mental health topics.

For information on medical privacy, see page 9.

CHOOSING A DOCTOR

When searching for a doctor, dentist or other

health care professional: 

• Find out whether they are licensed in

your state. A state or local occupational and

professional licensing board will be able to give

you this information (p. 79).

• Research whether they are board-certified in the appropriate specialty.You can find

this information on the sites of the AMA

HEALTHCARE

(www.ama-assn.org) and American Board of

Medical Specialties (www.abms.org).

• Ask how often they have done the procedure you need and their success rate. You may

be able to find some of this information on the

Internet. For example, the Center for Disease

Control reports the success rates and number of

procedures performed by fertility clinics at

www.cdc.gov. Some states collect and post data

on the success of heart-bypass surgery.

• Check whether there have been any

complaints or disciplinary actions taken.

Websites that can help are www.docboard.org

and www.healthcarechoices.org. There are also

pay-for-use sites with similar information

including QuestionableDoctors.org,

www.Docinfo.org, and www.checkbook.org,

Visit www.healthfinder.gov for more advice on

identifying providers. 

CHOOSING A HEALTH CARE FACILITY

Report cards are starting to appear on the

Internet to help you compare health care facilities. Three private websites that rate hospitals

based on information collected from Medicare

records and other sources are www.usnews.com,

www.checkbook.org, and www.healthgrades.com. 

The Joint Commission on Accreditation of

Healthcare Organizations accredits hospitals as

well as nursing homes and other health care

organizations. Specially trained investigators

assess whether these organizations meet set

standards. At www.jcaho.org, you can check on a

local facility, including how it compares with others. JCAHO also accepts consumer complaints.

You can post a complaint on its website or call 

1-800-994-6610.

If you are looking for a nursing home or other

assisted living facility, these additional organizations can help.

• Nursing Home Compare—operated by the

U.S. Department of Health and Human Services—

will help you compare the facilities in many states.

Go to www.medicare.gov/nhcompare/home.asp.

• Eldercare Locator (www.eldercare.gov)—

another service of the U.S. Department of

Health and Human Services—provides information and referral services for those seeking local

and state support resources for the elderly. Call

toll free: 1-800-677-1116. Be prepared with a
22

HEALTHCARE • HOUSING

county and city or ZIP code where the assistance is sought.

• The American Association of Homes and

Services for the Aging (www.aahsa.org) is a

trade group that represents many nonprofit

facilities. Phone: 202-783-2242.

• The Assisted Living Federation of America

(www.alfa.org) represents both for-profit and

non-profit assisted-living facilities. Phone: 703-

691-8100.

• The Continuing Care Accreditation

Commission (www.ccaconline.org) gives its

seal of approval to qualifying facilities.

PRESCRIPTION DRUGS

Pharmacies may charge widely different prices

for the same medicine so it is a good idea to

comparison shop

• Ask your physician and pharmacist if a

generic drug may be appropriate. Generics usually cost less than brand name drugs.

• Consider using a mail-order or on-line

pharmacy, especially if you will be taking a drug

for a long time. The prices charged are often

lower. 

An increasing number of consumers are replacing a trip to the pharmacy with a trip on the

Internet. While there are online pharmacies that

provide legitimate prescription services, there

are also some questionable sites that make buying medicines online risky. Do business only

with a licensed U.S. pharmacy. Check with the

National Association of Boards of Pharmacy to

determine if the site is licensed and in good

standing. Visit www.nabp.net or call 847-698-6227. 

An online pharmacy should offer you access to

a registered pharmacist who can answer any

questions you might have about drug interactions, side effects, etc. Be wary of sites that:

• Sell drugs without a prescription; 

• Sell drugs not approved by the FDA;

• Advertise quick cures; or

• Tell stories of “amazing results.”

If you suspect a site is not a licensed pharmacy,

report it and any complaints to the U.S. Food 

and Drug Administration at www.fda.gov/oc/

buyonline/buyonlineform.htm (p.113) 

Want to know the side effects of a particular 

medication? Curious whether a drug has been

approved by the U.S. Food and Drug

Administration? Another FDA web page brings

together information on approved prescription

drugs, some over-the-counter drugs, and discontinued drugs. Visit Drugs@FDA at

www.accessdata.fda.gov/scripts/cder/drugsatfda.

MEDICARE PRESCRIPTION DISCOUNT CARD

If you are a Medicare recipient, you may be eligible for a discount card that will help you save

money on your prescription drug costs. The size

of the discount varies by drug and card. Fees for

the cards also vary but can be no higher than $30.

If you have a low income, you might be eligible for

a special credit of $600, and you will not have to

pay for the card. For more information visit

Medicare.gov or call toll-free 1-800-MEDICARE .

The U.S. Department of Housing and Urban

Development (HUD) funds housing counseling

agencies throughout the country. These organizations can give you advice on buying a home, renting, defaults, foreclosures, credit issues and

reverse mortgages. To contact the agency nearest

you, call 1-800-569-4287 or visit the HUD website

at www.hud.gov. Homeowners with problems that

could result in default of their mortgage or foreclosure on their property are encouraged to contact a HUD-approved housing counseling agency

immediately.

In your housing search if you believe you are

being discriminated against on the basis of your

race, color, nationality, religion, sex, familial status, or disability, contact HUD’s Office of Fair

Housing at 1-800-669-9777.

Links to other information on housing are available at www.pueblo.gsa.gov.

BUYING A HOME

Buying a home is one of the most complex financial decisions you’ll ever make. 

• Consider hiring a buyer-broker who works

for you not the seller. Real estate agents

represent the seller not the buyer. 

• Get prices on other homes. Knowing the

price of other homes in a neighborhood will

help you avoid paying too much. 

HOUSING
23

HOUSING

• Have the property inspected. Use a

licensed home inspector to carefully inspect

the property before agreeing to buy it. 

When shopping for a home mortgage:

• Research current interest rates. Check

the real estate section of your local newspaper,

use the Internet, or call at least six lenders for

information. 

• Check the rates for 30-year, 20-year and

15-year mortgages.You may be able to save

thousands of dollars in interest charges by getting the shortest-term mortgage you can afford.

• Ask for details on the same loan

amount, loan term, and type of loan from

multiple lenders so that you can compare the

information. Be sure to get the Annual

Percentage Rate (APR), which takes into

account not only the interest rate but also

points, broker fees, and other credit charges

expressed as a yearly rate.

• Ask whether the rate is fixed or

adjustable.The interest rate on adjustable rate

mortgage loans (ARMs) can vary a great deal

over the lifetime of the mortgage. An increase

of several percentage points might raise payments by hundreds of dollars per month.

• If a loan has an adjustable rate, ask

when and how the rate and loan payment could

change.

• Find out how much down payment is

required. Some lenders

require 20 percent of the

home’s purchase price

as a down payment. But

many lenders now offer

loans that require less.

In these cases, you may

be required to purchase

private mortgage insurance (PMI) to protect

the lender if you fall

behind on payments.

• If PMI is required,

ask what the total

cost of the insurance

will be. How much will the monthly mortgage

payment be when the PMI premium is added

and how long you will be required to carry PMI? 

• Ask if you can pay off the loan early

and if there is a penalty for doing so.

The Real Estate Settlement Procedures Act

(RESPA) requires lenders to give you information on all closing costs and escrow account

practices. Any business relationships between

the lender and closing service providers or 

other parties to the transaction must also be

disclosed. Many of the fees are negotiable. More

information is available from the Federal Trade

Commission (p. 124), the Federal Reserve Board

(p. 124), and the Department of Housing and

Urban Development (p. 117).

For more information on home buying and 

mortgages, visit Fannie Mae’s website at 

www.fanniemae.com or call 202-752-7000. The

Mortgage Bankers Association also offers

www.stopmortgagefraud.com. 

HOME IMPROVEMENT AND REPAIRS

Home improvements and repairs can cost thousands of dollars and are the subject of frequent

complaints. When selecting a contractor:

• Get recommendations and references.

Talk to friends, family and others who have used

the contractor for similar work.

• Get at least three written estimates.

Insist the contractors 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.

• Check contractor complaint records.

Your state or local 

consumer protection

agency (p. 79) or Better

Business Bureau (p. 128)

can provide this information.

• Make sure the

contractor meets

licensing and registration requirements.Your

state or local consumer

protection agency (p. 79)

can help you find out

what the necessary

requirements are.

• 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

MORTGAGE REFINANCING

Consider refinancing your mortgage if you

can get a rate that is at least one percentage

point lower than your existing mortgage rate

and if you plan to keep the new mortgage for

several years. When comparing mortgages,

don’t forget to include the extra fees you

must pay for the new mortgage. You may be

able to get some fees waived if you are able

to refinance with your current mortgage

holder. 
24

HOUSING • INSURANCE

to get the permit—it could mean the firm is not

licensed.

• Be sure your contractor is insured.They

should have personal liability, property damage

and worker’s compensation insurance for workers and subcontractors. Also check with your

insurance company to find out if you are covered for any injury or damage that might occur.

• Insist on a written contract that states

exactly what work will be done, the quality of

materials that will be used, warranties, timetables, the names of any subcontractors, the total

price of the job, and the schedule of payments.

• Try to limit your down payment. Some

states have laws limiting the amount of down

payment required. 

• Understand your payment options.

Compare the cost of getting your own loan versus contractor financing.

• Don’t make a final payment or sign a

final release until you are satisfied with the

work and know that subcontractors and suppliers have been paid. Some state laws allow

unpaid subcontractors and suppliers to put a

lien on your home for bills the contractor failed

to pay.

• Pay by credit card when you can.You

may have the right to withhold payment to the

credit card company until problems are corrected (p. 18).

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 the job will be a “demonstration;”

• offers you discounts for finding other 

customers;

• quotes a price that’s out of line with other

estimates;

• pressures you for an immediate decision;

• offers an unusually long guarantee;

• can only be reached by leaving messages

with an answering service;

• drives an unmarked van;

• has out-of state license plates; or

• asks you to pay for the entire job up front.

With most home improvements, federal law

gives you three business days to cancel without

penalty. Of course you would be liable for any

benefit already received. State laws may also

provide some protection. See Your Rights: 3-Day

Cooling-Off Rule (p. 29). And remember—if you

finance home improvements with a home equity

loan and don’t make your payments, you could

lose your home. See Home Equity Loans (p.21).

General sources of insurance information

include the American Council of Life Insurers 

(p. 141), the Insurance Information Institute 

(p. 144), the National Association of Insurance

Commissioners (p. 144), and your state insurance

department (p. 99). You can also visit these websites: www.pueblo.gsa.gov and www.insure.com.

When buying insurance:

• Find out whether your state insurance

department offers any information concerning insurance companies and rates.This is a

good way to get a feeling for the range of prices

and the lowest-cost providers in your area. See

p.112.

• Check several sources for the best deal.

Try getting quotes from a website such as

www.insweb.com but be aware that many online

quote services provide prices for just a few

companies. An independent insurance agent

that works with several insurers in your local

area may be able to get you a better deal. 

• Make sure the insurance company is

licensed and covered by the state’s guaranty

fund. The fund pays claims in case the company

defaults. Your state insurance department (p. 112)

can provide this information. 

• Check the financial stability and soundness of the insurance company. Ratings from

A.M. Best (www.ambest.com), Standard &

Poor’s (www.standardandpoors.com), Moody’s

Investors Services (www.moodys.com), and

Weiss Ratings, Inc. (www.weissratings.com) are

available online and at most public libraries.

• Research the complaint record of the

company. Contact your state insurance department or visit the website of the National

Association of Insurance Commissioners

(www.naic.org), which has a database of complaints filed with state regulators.

• Find out what others think about the

company’s customer service. Consumers rate

homeowner insurance companies from J.D.

Powers and Associates at

www.jdpower.com/homes/insuranceratings.

INSURANCE NSURANCE
25

INSURANCE

• Once you pay your first insurance premium, make sure you receive a written policy. This tells you the agent forwarded your premium to the insurance company. If you don’t

receive a policy within 60 days, contact your

agent and the insurance company.

AUTO INSURANCE

Getting several quotes on insurance for a motor

vehicle may save you hundreds of dollars a year. Other

ways to reduce your insurance premium are:

• Raise your

deductibles on collision

and comprehensive coverages. If you have an old

car, it may make sense to

drop these coverages altogether.

• Take advantage of

discounts. Some companies offer discounts to

motorists who drive less

than a certain amount of

miles per year, are a student

with good grades, have

taken a safe-driving course

or are over 50 years old. You

might also be able to get

discounts if you insure more

than one vehicle, insure

your vehicle and your home

with the same company,

have had no moving vehicle

violations or accidents in

three years, have anti-theft

devices or have safety features such as air bags.

HOMEOWNER/RENTER’S INSURANCE

You may be able to save hundreds of dollars a

year on homeowners insurance by shopping

around for insurance. You can also save money

with these tips.

• Consider a higher deductible. Increasing

your deductible by just a few hundred dollars

can make a big difference your premium.

• Ask your insurance agent about discounts. You may be able get a lower premium if

your home has safety features such as deadbolt locks, smoke detectors, an alarm system,

storm shutters or fire retardant roofing material. Persons over 55 years of age or long-term

customers may also be offered discounts. 

• Insure your house NOT the land under

it. After a disaster, the land is still there. If you

don’t subtract the value of the land when deciding how much homeowner’s insurance to buy,

you will pay more than you should.

Don’t wait till you have a loss to find out if you

have the right type and

amount of insurance. 

• Make certain you

purchase enough coverage to replace what is

insured. “Replacement”

coverage gives you the

money to rebuild your home

and replace its contents.

An “Actual Cash Value”

policy is cheaper but pays

only what your property is

worth at the time of lossyour cost minus depreciation for age and wear.

• Ask about special

coverage you might

need. You may have to pay

extra for computers, cameras, jewelry, art, antiques,

musical instruments,

stamp collections, etc. 

• Remember that

flood and earthquake

damage are not covered

by a standard homeowners

policy. The cost of a separate earthquake policy will

depend on the likelihood of

earthquakes in your area. Homeowners who live

in areas prone to flooding should take advantage

of the National Flood Insurance Program. 

Call 1-888-CALLFLOOD or visit www.floodalert.fema.gov.

• If you are a renter, DO NOT assume

your landlord carries insurance on your personal belongings. Purchase a special policy for

renters.

HEALTH INSURANCE

Most consumers have health care coverage from

an employer. Others have medical care paid

through a government program such as

BEWARE: INSURANCE FRAUD

• Be wary of people selling insurance door-to-door and over the telephone.

• Be suspicious if, after an accident, a stranger contacts you to offer

“quick cash” or recommends a particular attorney or health care provider.

Report the incident to your police

department.

• Don’t give your insurance identification numbers to companies you

don’t know.

• Carry a disposable camera in your

glove compartment. If you are in an

accident, take pictures of the damage

and the people involved. Ask for

names, telephone numbers and driver’s license information for all those

involved. Contact information for any

witnesses is also a good idea.

If you suspect fraud, call the National

Insurance Crime Bureau’s hotline at 

1-800-835-6422. For more information,

check out www.insurancefraud.org. 
26

INSURANCE

Medicare, Medicaid, or the Veterans

Administration (VA). For information on

Medicaid, look in your phone book under

Medicaid, Social Services, Medical Assistance,

Human Services, or Community Service.

Information about Medicare is available by calling 1-800-MEDICARE. Information concerning

VA medical care is available from your nearest

VA facility. 

If you have lost your group coverage from an

employer as the result of unemployment, a

death, divorce, or loss of “dependent child” status, you may be able to continue your coverage

temporarily under the Consolidated Omnibus

Budget Reconciliation Act (COBRA). You, not

the employer, pay for this coverage. When one of

these events occur, you must be given at least 60

days to decide whether you wish to purchase the

coverage. 

Some states offer an insurance pool to residents who are unable to obtain coverage

because of a health condition. To find out if a

pool is available in your state, check with your

state department of insurance (p. 99). 

Most states also offer free or low-cost coverage

for children who do not have health insurance.

Visit www.insurekidsnow.gov or call 1-877-KIDSNOW for more information. 

HMOS AND PPOS

When purchasing health insurance, your choices

will typically fall into one of three categories:

• Traditional fee-for-service health insurance

plans are usually the most expensive choice.

But they offer you the most flexibility when

choosing health care providers. 

• Health maintenance organizations (HMOs)

offer lower co-payments and cover the costs of

more preventative care BUT your choice of

health care providers is limited. 

• Preferred provider organization (PPOs)

offer lower co-payments like HMOs. Their

advantage over HMOs is that they give you

more flexibility when selecting a provider. A

PPO gives you a list of providers you can

choose from.

WARNING: If you go outside the HMO or PPO

network of providers, you may have to pay a portion or all of the costs. 

The National Committee for Quality Assurance

(NCQA) evaluates and accredits HMOs. You can

find out whether one is accredited in your state

by calling 1-888-275-7585. You can also get this

information as well as report cards on HMOs by

visiting its website (www.ncqa.org). Medicare

beneficiaries can compare HMO programs at

www.medicare.gov and www.medicarenews

watch.com.

When choosing among different health care

plans, you’ll need to read the fine print and ask

lots of questions.

• Do I have the right to go to any doctor, hospital, clinic or pharmacy I choose?

• Are specialists such as eye doctors and

dentists covered?

• Does the plan cover special conditions or

treatments such as pregnancy, psychiatric

care and physical therapy?

• Does the plan cover home care or nursing

home care?

• Will the plan cover all medications my physician may prescribe?

• What are the deductibles? Are there any copayments?

• What is the most I will have to pay out of my

own pocket to cover expenses?

• Are there any limits on expenses covered in

a year? In my lifetime?

• If there is a dispute about a bill or service,

how is it handled? In some plans, you may be

required to have a third-party decide how to

settle the problem.

LONG-TERM CARE INSURANCE

Medical advances have resulted in an increased

need for nursing home care and assisted living.

Most health insurance plans and Medicare

severely limit or exclude long-term care. Here

are some questions to ask when considering a

separate long-term care insurance policy. 

• What qualifies you for benefits? Some

insurers say you must be unable to perform a

specific number of the following activities of

daily living: eating, walking, getting from bed to

a chair, dressing, bathing, using a toilet and

remaining continent.

• What type of care is covered? Does the

policy cover nursing home care? What about

coverage for assisted living facilities that provide less client care than a nursing home? If

you want to stay in your home, will it pay for
27

INVESTING

care provided by visiting nurses and therapists?

What about help with food preparation and

housecleaning?

• What will the benefit amount be? Most

plans are written to provide a specific dollar

benefit per day. The benefit for home care is

usually about half the nursing-home benefit. But

some policies pay the same for both forms of

care. Other plans pay only for your actual

expenses. 

• What is the benefit period? It is possible

to get a policy with lifetime benefits but this

can be very expensive. Other options for coverage are from one to six years. The average nursing home stay is about two and one-half years.

• Is the benefit adjusted for inflation? If

you buy a policy prior to age 60, you face the

risk that a fixed daily benefit will not be enough

by the time you need it.

• Is there a waiting period before benefits

begin? A 20 to 100 day period is not unusual.

DISABILITY INSURANCE

Disability can be more disastrous financially

than death. If you are disabled, you lose your

earning power. You still have living expenses

and, often, huge expenses for medical care.

When purchasing disability insurance, ask:

• How is disability defined? Some policies

consider you disabled if you are unable to perform the duties of any job. Better plans pay benefits if you are unable to do the usual duties of

your own occupation. 

• When do benefits begin? Most plans

have a waiting period after an illness before

payments begin.

• How long do benefits last? After the

waiting period, payments are usually available

till you reach age 65, though shorter or longer

terms are also available.

• What dollar amount is promised? Can

benefits be reduced by Social Security disability and workers’ compensation payments? Are

the benefits adjusted for inflation? Will the policy provider continue making contributions to

your pension plan so you have retirement benefits when the disability coverage ends? 

For more information on disability insurance,

visit www.iii.org and www.hiaa.org. 

LIFE INSURANCE

Your need for life insurance will change with

changes in your life. For example, the arrival of

children usually triggers a sharp increase in the

amount you need. As children grow older and

leave the nest, you will probably need less protection.

Term life insurance policies are the least costly.

They pay death benefits only-they have no cash

value if you decide to stop making payments. As

the word “ term” suggests, these policies are in

effect for a specific period of time-a year or until

you reach a certain age are common. Visit

www.accuquote.com for online comparisons of

term life insurance.

Whole life, universal life, and other cash value

policies combine a long-term savings and investment product with life insurance. Canceling these

policies after only a few years can more than double your life insurance costs.

Investors today have a wide range of choices:

stocks, bonds, mutual funds, Treasury securities

(including savings bonds), options, commodities,

commodity futures, real estate investment trusts

(REITs), variable annuities and many more. You

must investigate before you invest-and remember

that every investment involves some degree of

risk. These securities are not insured by the federal government if they fail-even if you purchase

them through a bank or credit union that offers

federally-insured savings accounts. Make sure you

have answers to all of these questions before you

invest.

• How quickly-can you get your money

back? Stocks, bonds, and shares in mutual funds

can usually be sold at any time, but there is no

guarantee you will get back all that you paid for

them. Other investments such as limited partnerships, often restrict your ability to cash out your

holdings.

• What can you expect to earn on your

money?While bonds generally promise a fixed

return, earnings on most other securities go up

and down with market changes. Also keep in

mind that just because an investment has done

well in the past there is no guarantee it will do

well in the future. 

INVESTING NVESTING
28

INVESTING

• What type of earnings can you expect?

Will you get income in the form of interest, dividends or rent? Some investments, such as

stocks and real estate, have the potential for

earnings and growth in value. What is the

potential for earnings over time?

• How much risk is involved?With any

investment, there is always the risk that you

won’t get your money back or the earnings

promised. There is usually a trade-off between

risk and reward-the higher the potential return,

the greater the risk. The federal government

insures bank savings accounts (see FDIC on

p. 123) and backs up U.S. Treasury securities

(including savings bonds). Other investment

options are not protected. 

• Are your investments diversified? Some

investments perform better than others in certain situations. For example, when interest

rates go up, bond prices tend to go down. One

industry may struggle while another prospers.

Putting your money in a variety of investment

options can help to reduce your risk.

• Are there any tax advantages to a particular investment? U.S. Savings Bonds are

exempt from state and local taxes. Municipal

bonds are exempt from federal income tax and,

sometimes, state income tax as well. For special goals, such as paying for college and retirement, tax-deferred investments are available

that let you postpone or even eliminate payment

of income taxes.

The following companies rate the financial condition of corporations and municipalities issuing

bonds. Their ratings are available online and at

many public libraries.

• Standard & Poor’s (www.standardandpoors.com)

• Moody’s Investors Services (www.moodys.com)

• Weiss Ratings (www.weissratings.com)

For ratings of mutual funds, consult magazines

such as Kiplinger’s Personal Finance, Money,

Consumer Reports, Smart Money, and Worth.

For stocks, get a prospectus from the company

that describes the investment and provides a

history of performance over a period of years.

The Securities and Exchange Commission

requires public companies to disclose financial

and other information to help you make sound

decisions. You can find the text of these files at

www.sec.gov/edgar.shtml.

FINANCIAL BROKERS AND ADVISORS

When selecting a broker or investment advisor,

research the person’s education and professional history as well as the firm they work for. Ask:

• Have they worked with others who have circumstances similar to yours? 

• Are they licensed in your state? Your state

securities regulator (p. 103) lists individuals and

firms that are registered in your state. Ask if the

regulatory office has any other background

information.

• Have they had any run-ins with regulators

or received serious complaints from investors?

Call your local state securities regulator (p.103).

You can also check out the database of disciplinary actions maintained by the Securities

Exchange Commission and the National

Association of Securities Dealers. The database is online at www.sec.gov/investor/brokers.htm

or call NASD at 1-800-289-9999. 

• How are they paid? Is it an hourly rate, a

flat fee, or a commission that depends on the

investments you make? Do they get a bonus

from their firm for selling you a particular product?

• What are the fees for setting up and servicing your account?

If you are seeking more information or have an

investment problem that you are unable to

resolve directly, you can contact the SEC (p. 126)

or the NASD (p. 145). Additional organizations

that may also be helpful are: 

• www.Bankrate.com offers a semi-annual

rating of the top online brokerage firms that

trade stocks and mutual funds. 

• www.Validea.com offers data on Wall

Street analysts and their recent stock picks.

• The Commodity Futures Trading

Commission (p. 111) provides consumer alerts

and advisories in the “Consumer Protection”

section at www.cftc.gov.

• Both the North American Securities

Administrators Association (p. 146) and the

National Futures Association (p. 145) can offer

helpful information.

BEWARE: INVESTMENT FRAUD

Deceptive pitches for investments often misrepresent or leave out facts in order to promote fantastic profits with little risk. No investment is

risk-free and a high rate of return means greater
TRAVEL

29

risk. Before investing, get written information

such as a prospectus or annual report. Beware if

a salesperson:

• Encourages you to borrow money or cash in

retirement funds to invest;

• Pressures you to invest immediately;

• Promises quick profits;

• Says that the disclosure documents required

by federal law are just a formality;

• Tells you to write false information on your

account form;

• Sends material with typos or misspellings or

not printed on letterhead;

• Does not send your money promptly;

• Offers to share inside information; or

• Uses words like “guarantee,” “high return,”

“limited offer,” or “as safe as a CD.” 

Whether reserving a hotel room, buying plane

tickets or making other travel arrangements,

these tips will help you get a deal that delivers

what you are promised.

• Plan as far ahead as you can. Special

deals on hotel rooms and airline seats often

sell out very quickly. 

• Be flexible in your travel plans. Hotels

often offer better rates on days when they

expect fewer people to

be staying with them.

After you get a fare

quote from an airline,

ask if you could save

money by leaving a day

earlier or later, by taking

a different flight on the

same day, or using a different airport. Changing

planes during your trip

is sometimes cheaper

than a nonstop flight.

• Check out the

seller. Ask tour operators and travel agents

whether they belong to

a professional association, then check to see if

they are a member in good standing. Contact

your state or local consumer protection agency

(p. 79) and the Better Business Bureau (p. 128)

to find their complaint history.

TRAVEL

• Comparison shop. Determine the complete cost of the trip in dollars, including all

service charges, taxes, processing fees, etc. 

• Beware of unusually cheap prices and

freebies. It could be a scam and you could end

up paying more than that of a regular package

tour. 

• Make sure you understand the terms of

the deal. If you are told that you’ve won a free

vacation, ask if you have to buy something else

in order to get it. If the destination is a beach

resort, ask the seller how far the hotel is from

the beach. Then ask the hotel. See Contests and

Sweepstakes below.

• Ask about cancellation policies. You may

want to look into trip insurance for added protection. InsureMyTrip.com offers pricing and

policy information on plans from different companies and describes the different forms of policies available.

• Insist on written confirmations. Ask for

written proof of reservations and dates. 

• Pay by credit card. It’s not unusual to

make a deposit or even pay in full for travel services before the trip. A credit card gives you the

right to dispute charges for services that were

misrepresented or never delivered. If a travel

agent or service providers tells you that you

can’t leave for at least two months, be very cautious-the deadline for disputing a credit card

charge is 60 days and

most scam artists know

this. (See Resolving

Credit Problems on p. 16).

In some states, travel sellers have to be registered

and insured. Advance payments for travel must be

placed in an escrow

account until the services

are provided. Prizes or

“free” gifts may also be

regulated. Contact your

state or local consumer

protection agency (p. 79) to find out about your

rights and how to file complaints. The American

Society of Travel Agents (p. 142) will also help

resolve disputes with member agents.

BEWARE: CONTESTS AND SWEEPSTAKES

Don’t pay if you are asked to give money to

claim a prize or get something else free. If

you have really won a sweepstakes, you pay

taxes directly to the government, not through

the company. Beware of invitations that

include phrases like:

“You have been specially selected...”

“You have won...”

“A new car! A trip to Hawaii! $2,500 in cash!”

“Yours, absolutely free! Take a look at our...”

“Your special claim number lets you ...”

“All you pay is postage, handling, taxes ...” 
30

TRAVEL

FEDERAL RECREATION SITES

Thinking about a vacation in the 50 states or U.S.

territories? Check out these websites for ideas. 

• Recreation.gov. Links to information on reservations, scenic byways, national recreation

trails, state tourism sites, and much more.

• www.reserveusa.com. A one-stop reservation

service for cabins, campsites and outdoor

activities on lands managed by the U.S. government. 

• www.FirstGov.gov/Citizen/Topics/

Travel_Tourism/State_Tourism.shtml. A

directory of travel and tourism sites for U.S.

states and territories. 

TRAVEL SAFETY

Several federal agencies offer advice and information on the Internet that can help insure you

have a safe trip.

• The U.S. Department of Transportation (p. 121)

at www.dot.gov offers airline, highway and rail

safety information. For example, you can look up

crash-safety reports on cars or find out how

weather is affecting air travel and road conditions.

• The Transportation Security Administration

(p. 116) at www.tsa.gov has advice on safe travel

by air, land and sea. For example, they post tips

on dealing with airline security checks, traveling

with kids, and warnings on prohibited items.

Click on Travelers and Consumers.

• The U.S. Department of State (p. 119) at

www.state.gov/travel tells what to do before,

during, and when you return from a trip overseas. You can also get warnings on locations to

avoid and what to do in an overseas emergency.

• The Centers for Disease Control and

Prevention (p. 111) at www.cdc.gov/travel offers

health-related travel information. You can

research vaccination requirements, find information on how to avoid illnesses caused by

food and water, and review inspection scores on

specific cruise ships.

RESOLVING AIR TRAVEL PROBLEMS

No matter how well you plan, you might

encounter these common travel hassles.

DELAYED AND CANCELLED FLIGHTS

Airline delays caused by bad weather, traffic

control problems, and mechanical repairs are

hard to predict. If your flight is canceled, most

airlines will rebook you on their first available

flight to your destination, at no additional

charge. If you are able to find a flight on another

airline, ask the first airline to endorse your ticket

to the new carrier. This could save you a fare

increase but there is no rule requiring them to

do this. 

Each airline has its own policies about what it

will do for delayed passengers-there are no federal requirements. If your flight is delayed or

canceled, ask the airline if it will pay for meals

or a phone call. Contrary to what many people

believe, airlines are not required to do so.

OVERBOOKED FLIGHTS

Selling more tickets than there are seats is not

illegal. Most airlines overbook their flights to

compensate for “no-shows.” If there are more

passengers than seats just before a plane is

scheduled to depart, you can be “bumped”—left

behind against your will. The U.S. Department of

Transportation requires airlines to ask people to

give up their seats voluntarily, in exchange for

compensation. Airlines decide what to offer volunteers—money, a free trip, food, or lodging. 

Federal rules protect you if you are “bumped” on

most flights within the U.S. and outbound international flights. The airline must give you a

statement describing your rights. If the airline is

not able to get you to your final destination within one hour of your original arrival time, you may

be entitled to an on-the-spot payment as compensation. The amount depends on the price of

the ticket and the length of the delay. To receive

this payment, you must have a confirmed reservation. You must also meet the airline’s deadlines for ticketing and check-in. An airline may

offer you a free ticket on a future flight in place

of a check, but you have the right to insist on a

check. 

DELAYED OR DAMAGED BAGS

If your bags aren’t on the conveyor belt when you

arrive, file a report with the airline before you

leave the airport. 

• Insist that they fill out a form and give you a

copy-even if they say the bag will be on the

next flight. 

• Get the name of the person who filled out the

form and a phone number for follow up. 

• Confirm that the airline will deliver the bag to

you without charge when it is found.
31

UTILITIES

Some airlines will give you money to purchase a

few necessities. If they don’t provide you with

cash, ask what types of articles would be reimbursable, and keep all receipts.

If a suitcase arrives damaged-the airline will

usually pay for repairs. If an item can’t be fixed,

they will negotiate to pay you its depreciated

value. The same is true for belongings packed

inside. Of course, airlines may refuse to pay for

damage if it was caused by your failure to pack

something properly rather than the airline’s handling.

LOST BAGS

If your bag is declared officially lost, you will

have to submit a second, more detailed form

within a time period set by the airline. The information on the form is used to estimate the value

of your lost belongings. Airlines consider the

depreciated value of your possessions, not what

you originally paid or the replacement cost. The

maximum an airline pays on lost bags and their

contents is $1250 per passenger. On international trips, the limit is $9.07 per pound. 

If the airline’s offer doesn’t fully cover your loss,

check your homeowner’s or renter’s insurance to

see if it covers losses away from home. Some

credit card companies and travel agencies also

offer optional or even automatic supplemental

baggage coverage. 

On those trips when you know you are carrying

more than the liability limits, you may want to

ask about purchasing “excess valuation” from

the airline when you check in. Of course, there is

no guarantee the airline will sell you this protection. The airline may refuse especially if the item

is valuable or breakable.

In many states, consumers can choose their

telephone and energy service provider. Contact

your state utility commission (p. 107) to find out

whether you have a choice. Some commissions

will provide you a list of service providers and

advice on making a choice. Most state utility

commissions will also take any complaints you

have concerning utility sales and service. 

UTILITIES

ELECTRICITY AND NATURAL GAS

If you have a choice of suppliers, ask:

• How much will it cost? How long can I

depend on this rate? Are there any other

fees I will be charged?

• Are there any other terms or conditions?

For example, is there a fee if I cancel my

agreement before the service period is up?

• Who do I contact if I have a problem? Do

you have a local customer service office?

Want to save money on your energy bills? The

U.S. Department of Energy offers an Energy

Saver guide at www.eere.energy.gov/consumer

info.

TELEPHONE SERVICES

Many consumers are now able to choose both

local and long-distance phone service providers.

These companies offer many optional services

such as voicemail, call waiting, caller ID, paging,

and wireless services.

Think first about how you use the telephone.

Once you have answers to these questions, you

can compare services and prices. Your best buy

may be a package deal from one company or

services from different companies.

• Whom do you call most often?

• What time of day or day of the week do you

call?

• Do you want to get messages and if so, do

you need voicemail or will an answering

machine do?

• Do you need call waiting and/or caller ID?

• How important is it for you to have your telephone with you when you are away from

home? 

Find out how each company prices its services.

Are there 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.

Make sure you’re comparing prices on similar

plans and features. The nonprofit

Telecommunications Research and Action

Center (www.trac.org) offers information about

long distance rates and wireless service. 

The Federal Communications Commission (p. 123)

offers consumer information on regulatory

changes, how to choose a long-distance carrier,

UTILITIES
32

UTILITIES

how to understand new fees and taxes on phone

services, and more at www.fcc.gov/cib. The

National Consumers League also maintains a

web page (www.nclnet.org/phonebill/index.html)

to help you understand all of the charges on your

phone bills and help you recognize fraud.

Compare plans and rates at SaveOnPhone.com,

LowerMyBills.com, ABTolls.com and

PhoneBillCentral.org. Another website, 

10-10Phonerates.com, focuses on rates from 10-

10 dial-around long-distance services.

SLAMMING AND CRAMMING

“Slamming” is the switching of your long distance or local telephone service without your

permission—it is illegal. You may not know you

have been “slammed” until you find a different

company name on your bill, or your phone

charges are higher than normal. If you’ve been

slammed:

• Ask your local phone company to switch you

back to your original company at no charge;

• Tell the original company you’re switching

back, and ask to be enrolled in your previous

calling plan; and

• Contact the company that slammed you—its

name and number will be on your bill—and

tell them you are exercising your right to

refuse to pay charges.

If you’re unable to resolve your complaint, contact the Federal Communications Commission

(p. 139). 

“Cramming” occurs when companies add

charges to your telephone bill for optional services you never agreed to, such as voicemail or

“club memberships.” You may not notice these

monthly charges because they are relatively

small—$5 to $30 dollars—and look like your regular phone charges. 

To avoid being a victim of slamming and cramming:

• Consider putting a “block” on changes

to your phone service. Ask your telephone

service provider if they offer a blocking service,

which usually requires the company to notify

you before making any changes to your service.

• Read the fine print on contest entry

forms and coupons. You could be agreeing to

switch your phone service or buy optional services.

• Watch out for impostors. Companies may

falsely claim to be your regular phone company

and offer some type of discount plan or change

in billing. They may also say they are taking a

survey or pretend to be a government agency.

• Beware of “negative option notices.”

You can be switched or signed up for optional

services unless you say no.

• Examine your telephone bill carefully

every month-especially the pages that show

the details.

Your phone service cannot be shut off for refusal

to pay for unauthorized services. For help, contact your local or state consumer protection

agency (p. 79), state public utilities commission

(p. 107), or the FCC (p. 123).

CELL PHONES

Cell phones that go wherever you go can be very

convenient. Before you sign a contract for wireless phone service, there are a number of questions you will want to ask.

• Where can you make and receive calls?

Most providers now promote their plans as

local, regional or national. A local plan offers a

low-cost option if most of your calls are near

home. Regional plans generally offer a much

larger geographic area-sometimes several

states. Beware that if you call outside the area

covered by these plans you will be subject to

long-distance and roaming charges in addition

to the airtime used. National plans are the most

expensive but they let you use your phone anywhere in the country and talk to any other location in the country for a single per-minute price.

Roaming and long-distance charges are

replaced by a single, predictable flat rate. 

• How frequently will you use the phone?

If you just want a phone for emergencies, an

economy plan with a few minutes a month may

be all that you need. On the other hand, if you

are going to be a heavy user, a plan with several

free hours and the lowest air time is a wiser

choice. 

• Is a family plan option available?

Instead of individual cell phone plans for each

member of the family, you can share one cellular service plan among several phones.

Everyone shares the same pool of monthly minutes. The cost of the additional numbers per

month is usually less than if you purchased individual accounts. 
33

UTILITIES 

• Is the technology digital or analog?

Digital service is more clear and more secure

than analog but coverage can be spotty. Analog

networks have greater coverage, especially in

rural areas. If you want digital service, make

sure your cellular company has a “roaming”

agreement that lets your phone work on an analog system when you are outside digital range.

But beware roaming can be expensive, and it

requires a “dual mode” phone.

• Is there a trial period during which you

can test the service? Many people experience

dead spots where a cell phone doesn’t work. A

trial period lets you test your service in places

where you will be using it-for example, in your

office, in all the rooms of your house, in your

car, and in other places where you travel.

• Are there any fees or limits on changing

your plan? Some providers charge a fee if you

want to downsize or upgrade your plan. Others

limit how often you can make changes.

• What happens if you want to cancel

your service? Most providers have a penalty.

This is a concern if you have to move out of the

area covered by your plan.

If you want cell phone service only for emergencies or aren’t sure how much you will actually

use a cell phone once you get it, you may want to

consider a prepaid cell phone before you commit

to a long-term wireless contract. With a prepaid

cell phone, there is no contract to sign and no

monthly bill to worry about. You will know exactly

how much you spend. The down side of prepaid

plans is that you pay more per minute and if you

don’t use the phone for an extended period of

time, you may lose the money in your account.

PRE-PAID CALLING CARDS

Many stores sell pre-paid calling cards. They are

sold online, too. Before buying one, know the:

• per-minute rate;

• connection fee;

• maintenance fee; and

• expiration date.

For help finding the best deals on pre-paid

phone cards, try www.PhoneShark.com as well

as the websites listed previously.

900 NUMBERS

You can get all sorts of information and entertainment services by calling 900 numbers. These

pay-per-call numbers are also used for surveys,

contests and charitable fundraising. The “information provider” you’re calling sets a price for

the service, and bills you through your local telephone company. 

900 PAY-PER-CALL SERVICES

Unfortunately, con artists have added 900 numbers to their toolbox. Some use promises of gifts

and prizes to try to get you to call. Others make

phony offers to help you find a job or get out of

debt. Some even claim to be about a family

emergency. Be wary of contests, sweepstakes,

offers and messages that require you to call a

900 number. Also keep an eye on your monthly

phone bill for any unfamiliar new charges. 

Both the Federal Communications Commission 

(p. 123) and the Federal Trade Commission (p. 124)

have rules concerning pay-per-call numbers.

These rules say that advertisements for pay-percall services must tell you the cost of the call.

This may be a flat rate, a per-minute charge, or

calculated on some other basis. Ads must also

tell you what is the most you can be charged-if it

can be determined. Any minimum or additional

charges that you might have to pay must also be

identified.

If a call involves sweepstakes, prizes, or awards,

the ad must give you the odds of winning AND

how you can enter without calling the 900 number. Pay-per-call services cannot advertise

directly to children under age 12 unless they are

legitimate educational services. 

You can deduct the charges you are disputing

from your phone bill. Pay the rest 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 statement, see Resolving Credit

Problems on page 16.

You may have other rights according to state

law. Check with your state or local consumer

protection agency (p. 79) or state utility commission (p. 107).

To prevent 900 number calls from being made

from your phone number, request “blocking”

from your local phone company. Some but not all

companies charge for this service. 

UTILITIES
34

UTILITIES • INTERNET SERVICE PROVIDERS

WATER

The majority of consumers rely on local utilities

to provide a safe and ample supply of water. Your

local water agency is responsible for sending you

an annual Consumer Confidence Report that

should list the source of your water, what contaminants may be in the water, and information

on the safety levels of contaminants and their

effects on health. For more information call the

Environmental Protection Agency’s Safe

Drinking Water Hotline at 1-800-426-4791 or visit

EPA’s website at www.epa.gov/safewater.

With thousands of Internet Service Providers

(ISPs) offering to connect you and your computer

to the Internet, choosing the ISP that is right for

you can be overwhelming. Some ISPs are very

large and well-known—like AOL, MSN, and

Earthlink—while others are literally one-person

operations. Some companies strictly limit their

service to providing Internet access. Others, like

your telephone and cable company, may offer

Internet access as part of a much larger package

of services. 

If you have limited Internet expertise, you may

want to start with one of the well-known ISPs.

They usually offer software on a computer disk

that helps you create your account and configure

your computer. This software often include features such as a browser, instant messaging,

parental controls, and pop-up blockers that let

you get started with no need to install additional

third-party software. There may also be 24-7

access to technical support people, who can help

you deal with any difficulties. Of course, all of

this convenience results in higher monthly user

fees. Once you are comfortable with how the

Internet works, you may discover you don’t need

all the ‘extras’ and switch to a lower-cost ISP. 

Whatever your present level of expertise, you will

want to consider these factors when selecting a

provider. 

• Speed. For a dial-up modem, does the ISP

provide a 56k connection-the maximum speed

ordinary phone lines can handle? For a faster

connection, you will have to consider moving up

to “broadband Internet access,” which lets you

access the Internet via high-speed technologies

INTERNET NTERNET SERVICE PROVIDERS

such as a digital subscriber line (DSL), a cable

modem, or satellite.

• Availability. For dial-up service, is there a

local phone number for access? If you travel,

will there be local numbers or a toll-free number that you can call? 

• Modem Ratio. Since not all users are

online at the same time, it is not necessary for

an ISP to have a modem for every user. But they

should have a user to modem ratio of 10 to 1 or

better. The lower the number of users per

modem, the better your chance of being able to

connect at peak hours. 

• Email. How many email accounts come

with the service? What will be the storage limit

on your mailbox? How many days does the ISP

keep your mail before deleting it?

• Website Space. Do you want to create a

personal website? If the answer is yes, find out

whether your provider offers web space and

software to create your page. 

• Software. Is there any software required

to activate the service? How do you get it? How

large is the software? Can you use whatever

browser or email program you’d like? 

• Support. What kinds of support are available-phone, email, chat, etc.? What are the

hours of support? Are there any additional

charges for support?

• Special Features. What services are provided in terms of spam blocking, virus protection, instant messaging and chat rooms?

• Terms of Service. Is there a limit to the

number of hours per month you can use the

service? 

• Cost. What is the monthly fee for the service? Are there any additional equipment or

setup fees? What is the fee for extra email

accounts?
35

Other Services

Consumers who are deaf or

hard of hearing, or who have a

speech impairment, and use a

TTY may receive operator and

directory assistance for calls by

calling toll-free 1-800-855-1155. 

Check the introductory pages of

your local telephone directory

for additional TTY services. 

For a copy of the U.S. Government

TTY Directory, please visit

www.gsa.gov/frs or write:

Federal Citizen Information Center

Department TTY 

Pueblo, CO 81009. 

Relay Services

Telecommunications relay services link telephone conversations

between individuals who use standard voice telephones and those

who use text telephones (TTYs). Calls can be made from either

type of telephone to the other type through the relay service.

Local Relay Services

States provide relay services for local and long-distance calls.

Please consult your local telephone directory for information on

the use, fees (if any), services, and dialing instructions for that

area.

Federal Relay Service

The FRS, a program of the U.S. General Services

Administration (GSA), provides access to TTY users who wish

to conduct official business nationwide with and within the federal government. The toll-free number is 1-800-877-8339. 

For more information on relay communications or to obtain a

brochure on using the FRS, please call toll free 1-800-877-0996.

SERVICES AND RESOURCES FOR CONSUMERS WITH DISABILI ISABILITIES

National Library Service for the Blind and

Physically Handicapped (NLS)

Library of Congress

Washington, DC 20542

202-707-5100, Fax: 202-707-0712

Toll free: 1-800-424-8567

e-mail: nls@loc.gov

Website: www.loc.gov/nls 

NLS offers the free loan of recorded and

braille books/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. Service is also

extended to eligible American citizens residing abroad. While NLS administers the program, direct service is provided through

cooperating libraries in the various states,

the District of Columbia, Puerto Rico, Guam

and the Virgin Islands. Contact NLS for

application forms and addresses of cooperating libraries.

Recording for the Blind & Dyslexic (RFB&D)

20 Roszel Road

Princeton, NJ 08540

Toll free: 1-800-221-4792

Website: www.rfbd.org

This national nonprofit, volunteer-driven

organization provides recorded and computerized textbooks 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. An

80,000 volume library contains a broad selection of titles, from literature and history to

math and the sciences, at all academic levels-from kindergarten through postgraduate

and professional. RFB&D offers individual

and institutional memberships, scholarship

programs and a custom recording service.

The cost of an individual membership is $25

per year, plus a one time $50 registration fee.

Fees for institutional membership range from

$300 to $800 annually depending on the level

of membership and the number of books chosen. RFB&D also offers for nonprofit sale

computer and professional books on disk,

and specially-adapted tape players and

accessories.
36

Even the most savvy consumer has a problem

with a good or service at one time or another. It

is your right to complain if you have a genuine

consumer problem-it is also your responsibility.

A problem can’t be fixed if no one knows it

exists. 

The first step in resolving a consumer problem

is contacting the seller. You can solve most consumer problems by talking to a salesperson or

customer service representative. Do this as

soon as possible because some retailers have

time limits on returns and refunds. If this doesn’t

work, ask for a supervisor or manager. 

When this fails, try going higher up—to the

national headquarters of the seller or the manufacturer of the item. Many companies have a

special customer relations or consumer affairs

division whose primary function is solving consumer problems. Many companies provide a tollfree number or address for this office on the

product label, warranty or other papers given to

you at the time of purchase. If this is not the

case: 

• See page 41 in this Handbook for contact

information for several hundred corporations. 

• Visit the company’s web site. Look for a

“Contact Us” link.

• Dial the directory of toll-free numbers at 1-800-

555-1212 to see if the company has a toll-free

number listed.

• Ask your local librarian to assist you. Most

public libraries have reference books with

contact information. 

As you do your search, keep in mind the name of

the manufacturer or parent company is often different from the brand name. The Thomas

Register of American Manufacturers—a book

available at many public libraries—lists the manufacturers of thousands of products.

With each person, calmly and accurately explain

the problem and what action you would like

taken. A written letter is a good strategy

because you will have a record of your communication with the company. The sample letter on

page 40 will help you prepare a written complaint. 

CONTACT THE SELLER

• Be brief and to the point. Note all important

facts about your purchase, including what you

bought, serial or model numbers, the name and

location of the seller, and when you made the

purchase. 

• State exactly what you want done about the

problem and how long you are willing to wait for

a response. Be reasonable.

• Don’t write an angry, sarcastic or threatening letter. The person reading your letter probably was not responsible for your problem, but

may be very helpful in resolving it.

• Include copies of all documents regarding

your problem. Keep the originals.

• Provide your name, address and phone

numbers. If an account is involved, be sure to

include the account number. 

Keep a record of your efforts to contact the seller; include the name of the person with whom

you spoke and what was done, if anything.

If you suspect a law has been violated, contact

your local or state consumer protection agency

(p. 79). This agency may take action or refer you

to another state organization that has the

authority to take action where you live. A local

law enforcement officer may also be able to provide advice and assistance.

Violations of federal laws should be reported to

the federal agency responsible for enforcement.

While federal agencies are rarely able to act on

behalf of individual consumers, complaints are

used to document patterns of abuse that may

allow the agency to take action against a company. 

Throughout Part I of this Handbook, you will find

references to federal agencies you can contact

for more information—this is usually the same

agency to contact with your complaint. You can

also find the appropriate federal agency by using

the online directory posted at

www.pueblo.gsa.gov/complaintresources.htm. 

People who have no intention of delivering what

is sold, who misrepresent items, send counterfeit goods or otherwise try to trick you out of

REPORT FRAUD & SAFETY

HAZARDS

PART 2
37

your money are committing fraud. If you suspect

fraud, there are some additional steps to take.

• Contact the Federal Trade Commission.

Write to the FTC Consumer Response Center,

Washington, DC 20580 or call toll-free 1-877-

FTC-HELP (1-877-382-4357). You can also file

electronically, choose the “File a Complaint

Online” link at www.ftc.gov. Complaints about

e-commerce across international borders can

be filed at www.econsumer.gov.

• Notify the National Fraud Information

Center (p. 138) operated by the National

Consumers League, a nonprofit consumer

organization. Call 1-800-876-7060 or visit

www.fraud.org.

• Scams that used the mail or interstate

delivery service should also be reported to the

U.S. Postal Inspection Service (p. 127). It is illegal to use the mail to misrepresent or steal

money. 

Reporting fraud promptly improves your chances

of recovering what you have lost, and helps law

enforcement authorities stop scams before others are victimized.

If you suspect you have a product that poses a

safety hazard, report the problem to the appropriate federal agency:

• Automobiles—National Highway Traffic

Safety Administration (p. 121)

• Drugs, medical devices—Food and Drug

Administration (p. 115)

• Food—U.S. Department of Agriculture (p. 112),

Food and Drug Administration (p. 115)

• Seafood—Food and Drug Administration (p.

115), U.S. Department of Commerce (p. 112)

• Toys, baby and play equipment, household

products—U.S. Consumer Product Safety

Commission (p. 111)

Don’t give up if you are not satisfied with the

seller’s response to your complaint. Once you

have given the seller a reasonable amount of

time to respond, consider filing a complaint with

one or more of these outside organizations.

• State or local consumer protection

offices (p. 79). These government agencies

GET HELP

mediate complaints, conduct investigations,

and prosecute offenders of consumer laws.

• State regulatory agencies that have

jurisdiction over the business. For example,

banking (p. 95), securities (p. 103), insurance

(p.99), and utilities (p. 107) are regulated at the

state level. State Weights and Measures

Offices are concerned with accurate measures

and counts of packaged goods. They also check

the accuracy of weighing and measuring

devices such as supermarket scales, gasoline

pumps, taxi meters and rental car odometers.

• State and local licensing agencies.

Doctors, lawyers, home improvement contractors, auto repair shops, debt collectors, and

childcare providers are required to register or

be licensed. The board or agency that oversees

this process may handle complaints and have

the authority to take disciplinary action. Your

state or local consumer protection office (p. 79)

can help you identify the appropriate agency.

• Better Business Bureaus (p. 128). This

network of nonprofit organizations supported

by local businesses tries to resolve buyer complaints against sellers. Records are kept on

unresolved complaints as a source of information for the seller’s future customers. The

umbrella organization for the BBBs assists with

complaints concerning the truthfulness of

national advertising and helps settle disputes

with automobile manufacturers through the

BBB AUTO LINE program (p. 75).

• Trade associations. Companies selling

similar products or services often belong to an

industry association that will help resolve problems between their members and consumers

(p. 140).

• National consumer organizations. Some

of these organizations assist consumers with

complaints. Others may be unable to help individuals but are interested in hearing about

problems that may influence their education

and advocacy efforts (p.134).

• Media programs. Local newspapers, radio

stations, and television stations often have

Action Lines or Hotline services that try to

resolve consumer complaints they receive. To

find these services, check with your local newspapers or broadcast stations. See the box on

the next page for members of Call for Action.

REPORT FRAUD • GET HELP

GET HELP
38

GET HELP

DISPUTE RESLUTION PROGRAMS

Some companies and industries offer programs

to address disagreements between buyers and

sellers. The auto industry has several of these

programs (p. 75). The National Association of

Security Dealers offers a program designed to

resolve investment-related disputes (p. 145).

Some small claims courts also offer a dispute

resolution program as an alternative to a trial. 

Mediation, arbitration, and conciliation are three

common types of dispute resolution. During

mediation, both sides involved in the dispute

meet with a neutral third party and create their

own agreement jointly. Arbitration uses a different approach-the third party decides how to settle the problem. Request a copy of the rules of

any program before making a decision to participate. You will want to know beforehand if the

decision is binding? Some programs do not

require both parties to accept the decision. Also

ask: Does participation in the program place any

restrictions on your ability to take other legal

action?

The American Bar Association (p. 141) publishes a directory of state and local dispute resolution programs.

Call for Action, Inc. is a nonprofit network of consumer

hotlines that educate and assist consumers with consumer problems. Listed below are hotlines in major

markets staffed with trained volunteers who offer

advice and mediate complaints at no cost to consumers. Consumers in locations not listed should call

the Network Hotline at 301-657-7490. 

Call for Action, Inc.

5272 River Road, Suite 300

Bethesda, MD 20816

Phone: 301-657-8260

Fax: 301-657-2914

Web: www.callforaction.org

WTAJ-TV

Altoona, PA

814-944-9336

WXYZ-TV & WJR Radio

Detroit, MI

248-827-3362

WABC Radio

New York, NY

212-268-5626

KTVI-TV

St. Louis, MO

636-282-2222

1-800-782-2222 (IL only)

WBZ Radio

Boston, MA

617-787-7070

WINK-TV

Fort Myers, FL

239-334-4357

WPVI-TV

Philadephia, PA

866-978-4232

WFTS-TV

Tampa, FL

866-428-6397

WIVB-TV

Buffalo, NY

716-879-4900

WFMY-TV

Greensboro, NC

336-680-1000

KPNX-TV & KNAZ-TV

& The Arizona Republic

Phoenix, AZ

602-260-1212

1-866-260-1212 (AZ only)

WTOL-TV

Toledo, OH

419-255-2255

WJW-TV

Cleveland, OH

216-578-0700

KSHB-TV

Kansas City, MO

816-932-4377

WTAE-TV

Pittsburgh, PA

412-244-4698

KJRH-TV

Tulsa, OK

918-748-1488

KKTV-TV

Colorado Springs, CO

719-457-8211

WTMJ-TV

Milwaukee, WI

414-967-5495

WPRI-TV

Providence, RI

401-228-1850

WTOP AM&FM

Washington, DC

301-652-4357
39

GET HELP

SMALL CLAIMS COURT

Small claims courts resolve disputes over small

amounts of money. While the maximum amount

that can be claimed differs from state to state,

court procedures are generally simple, inexpensive,

quick and informal. Court

fees are minimal, and you

often get your filing fee

back if you win your case.

Typically, you will not need

a lawyer-some states do

not permit them. If you live

in a state that allows

lawyers and the party you

are suing brings one, don’t be intimidated. Most

judges make allowances for consumers who

appear without lawyers. Even though the court is

informal, the judge’s decision must be followed.

If you file a case and win, the losing party should

give you what the court says you are owed without further action on your part. But some losers

refuse to follow the court’s decision. When this

happens, you can go back to court and ask for

the order to be enforced. Depending on local

laws, law enforcement officials might sell a person’s property or take money from a bank

account or business cash register. If the person

who owes the money receives a salary, the court

might order an employer to garnish (deduct

money from) each paycheck to pay you.

Check your local telephone book under the

municipal, county or state government headings

for small claims court offices. Ask the clerk how

to use the small claims court. Before taking your

own case to court, ask the court if it has information that will help you prepare your presentation to the judge and observe a small claims

court session.

LEGAL HELP AND INFORMATION

If you need an attorney to advise or represent

you, ask friends and family for recommendations. You can also contact the Lawyer Referral

Service of your state, county, or city bar association listed in your local phone directory.

Websites such as www.abalawinfo.org

(American Bar Association), www.uslaw.com,

www.thelaw.com, www.freeadvice.com, and

www.nolo.com may help you with answers to

general legal questions. For information on

state-specific legal questions, try the website of

the National Association of Consumer Agency

Administrators (www.nacaanet.org). 

If you cannot afford a lawyer,

you may qualify for free legal

help from a Legal Aid or

Legal Services Corporation

(LSC) office. These offices

generally offer legal assistance about such things as

landlord-tenant relations,

credit, utilities, family matters (e.g., divorce and adoption), foreclosure, home equity fraud, social security, welfare, unemployment,

and workers’ compensation. If the Legal Aid

office in your area does not handle your type of

case, it may refer you to other local, state or

national organizations that can provide help. 

To find the Legal Aid office nearest to you,

check a local telephone directory or contact:

National Legal Aid and Defender Association

1625 K Street, NW, 8th Floor

Washington, DC 20006

Phone: 202-452-0620

Fax: 202-872-1031

e-mail: info@nlada.org

Web: www.nlada.org

To find the LSC office nearest you, check a local

telephone directory or contact:

LSC Public Affairs

3333 K Street, NW, 3rd Floor

Washington, DC 20007

Phone: 202-295-1500

Fax: 202-337-6797

Web: www.lsc.gov

Free assistance may be also be available from a

law school program where students, supervised

by attorneys, handle a variety of legal matters.

Some of these programs are open to all. Others

limit their service to specific 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.

BEWARE: RECOVERY SERVICES

A scam artist has taken your money.

Don’t be scammed again by a “recovery service” offering to get your money

back for you. The service is just trying

to take your last dime. There is no

charge for filing a complaint with a

government agency. 

GET HELP
40

Your Address

Your City, State, Zip Code

Date

Name of Contact Person, if available

Title, if available

Company Name

Consumer Complaint Division (If you have no specific contact.)

Street Address

City, State, Zip Code

Dear (Contact Person):

Re: (account number, if applicable)

On (date), I (bought, leased, rented, or had repaired) a (name of the

product, with serial or model number or service performed) at (location, date and other important details of the transaction).

Unfortunately, your product (or service) has not performed well

(or the service was inadequate) because (state the problem).

I am disappointed because (explain the problem: for example,

the product does not work properly, the service was not performed correctly, I was billed the wrong amount, something was

not disclosed clearly or was misrepresented, etc.).

To resolve the problem, I would appreciate your (state the specific

action you want—money back, charge card credit, repair, exchange,

etc.) Enclosed are copies (do not send originals) of my records

(include receipts, guarantees, warranties, canceled checks, contracts,

model and serial numbers, and any other documents).

I look forward to your reply and a resolution to my problem, and

will wait until (set a time limit) before seeking help from a

consumer protection agency or the Better Business Bureau.

Please contact me at the above address or by phone at (home

and/or office numbers with area code).

Sincerely,

Your name

Enclosure(s)

Keep copies of all of your letters, faxes, e-mails, and related documents.

• describe

purchase

• name of product,

serial number

• include date and

place of 

purchase

• state problem

• give history

• ask for specific

action

• enclose copies

of documents

• allow time for

action

• state how you can

be reached

SAMPLE COMPLAINT LETTER 
41

CORPORATE

Member of SOCAP International

PART III – C III – CONSUMER ONSUMER ASSISTANCE DIRECTORY

The following directory lists the addresses and phone numbers for hundreds of corporations. Many

companies have a special department that handles consumer questions and concerns. Other companies opt to list their corporate headquarters.If you do not find the company you are looking for, try

checking your public libraries for the following resource books:

• The Standard & Poor's Register of Corporations, Directors and Executives; 

• Trade Names Directory;

• Standard Directory of Advertisers; and 

• Dun & Bradstreet Directory 

To identify the name of a company that manufacturers a specific product, check the product label and

other documents given to you at the time of your purchase. The Thomas Register of American

Manufacturers-another book available at many public libraries-may also be helpful. It lists the manufacturers of thousands of products.

If you have a complaint about an item or service, it is usually best to go back to the seller BEFORE

you contact the companies in this directory. Follow-up with a letter, phone call or email message to

the consumer affairs department of the company to let them know about your complaint and whether

the seller was able to resolve your problem. Consumer affairs offices are set up within companies

because they want to hear from you.

A&W All-American

Food Restaurants

See also: YUM! Brands, Inc.

1900 Colonel Sanders Lane

Louisville, KY,

Toll free: 1-866-456-2929

www.awrestaurants.com

AAMCO Transmissions,

Inc.

Consumer Affairs

One Presidential Blvd.

Bala Cynwyd, PA 19004-1034

610-668-2900 ext. 224

Toll free: 1-800-292-8500

Fax: 610-668-1308

e-mail: awright@AAMCO.com

Ace Hardware

Corporation

2200 Kensington Court

Oak Brook, IL 60523

630-990-6600

Fax: 630-990-6856

www.acehardware.com

ACE USA Companies

Customer Services

1601 Chestnut St.

PO Box 41484

Philadelphia, PA 19101-1484

215-640-4555

Fax: 215-640-2489

e-mail: mark.whiter@

ace-ina.com

www.ace-ina.com

Abbott Laboratories

100 Abbott Park Rd.

Abbott Park, IL 60064-6400

847-937-6100 (General Info)

Toll free: 1-800-323-9100

(Diagnostic Products)

Toll free: 1-800-222-6883

(Vascular Products)

Toll free: 1-800-255-5162

(Pharmaceuticals)

www.abbott.com

ABC, Inc.

500 S. Buena Vista Street

Bubank, CA 10023

(818) 460-7477

e-mail: netaudr@abc.com

www.abc.com

CORPORATE CONSUMER ONSUMER CONTACTS

A

SOCAP INTERNATIONAL

Many of the companies listed in this handbook are members of the Society of Consumer Affairs

Professionals International (SOCAP). A professional organization established in 1973, the

Society's goal is to improve the marketplace for consumers by addressing their concerns within the

corporate structures. SOCAP members are identified in this directory by a mobius strip, which is

part of SOCAP's official logo, and symbolizes the unbroken connection between good business and

customer satisfaction and loyalty. For more information, contact SOCAP at 675 North Washington

St., Suite 200, Alexandria, VA 22314. Phone: 703-519-3700. Fax: 703-549-4886. 

e-mail: socap@socap.org. Web: www.socap.org.
42 Member of SOCAP International, see page 41.

Adaptec

Customer Service

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 USA

Consumer Service

5055 N Greeley Ave.

Portland, OR 97217

Toll free: 1-800-448-1796

Fax: 971-234-4515

e-mail: consumer.relations@

adidasus.com

www.adidas.com

Admiral

See: Maytag Corporation

Adobe Systems Inc.

345 Park Ave.

San Jose, CA 95110-2704

408-536-6000

Toll free: 1-800-833-6687

Fax: 408-537-6000

www.adobe.com

Aerus Electrolux

Corporation

Customer Service

300 East Valley Dr.

Bristol, VA 24201

Toll free: 1-800-243-9078

Fax: 540-645-2863

e-mail: customerservice@

aerusonline.com

www.aerusonline.com

AETNA, Inc.

151 Farmington Ave.

Hartford, CT 06156

860-273-0123

Toll free outside CT: 1-800-

US-AETNA

www.aetna.com

Alamo Rent A Car

208 St James Ave.

Goose Creek, SC 29445

954-320-4000

Toll free: 1-800-445-5664

e-mail:

crelations@goalamo.com

www.goalamo.com

Alaska Airlines

Consumer Affairs

PO Box 68900

Seattle, WA 98168

206-870-6062 (Customer

Relations)

206-392-2800 ext 22800

(Cargo/Freight Claims)

206-392-6580 (Baggage Claims)

206-392-7722 (Refunds/Lost

Tickets)

Toll free: 1-800-426-0333

(Reservations)

Fax: 206-439-4477

www.alaskaair.com

Alberto Culver Co.

Consumer Relations

2525 Armitage Ave.

Melrose Park, IL 60160

708-450-3000

Toll free: 1-800-333-0005

Fax: 708-450-3435

www.alberto.com

Albertsons Inc.

Community Relations

250 Parkcenter Blvd.

Boise, ID 83706

208-395-6392

Fax: 208-395-4382

www.albertsons.com

Alcon Laboratories, Inc.

Technical Consumer Affairs, QA

6201 South Freeway

Fort Worth, TX 76134-2099

817-551-8454

Toll free: 1-800-757-9195

Fax: 817-551-3092

www.alconlabs.com

Allied Domecq Quick

Service Restaurants

Consumer Care

PO Box 317

Randolph, MA 02368

781-961-4000

Toll free: 1-800-859-5339

www.allieddomecqplc.com

Allied Van Lines

PO Box 4403

Chicago, IL 60680-4403

630-717-3590

Toll free: 1-800-470-2851

Fax: 630-717-3123

www.alliedvan.com

Allstate Insurance Co.

2775 Sanders Rd.

Northbrook, IL 60062

847-402-5448

Toll free: 1-800-255-7828

Fax: 847-402-0169

www.allstate.com

Alltel Corporation

Customer Relations

1 Allied Dr.

Little Rock, AR 72202

501-905-8000

Toll free: 1-800-255-8351

Fax: 501-905-5444

www.alltel.com

Almaden Vinyards

Consumer Relations

12667 Road 24

Madera, CA 93637

Toll free: 1-800-726-9977

www.almaden.com

Aloha Airlines

Customer Care Center

PO Box 30028

Honolulu, HI 96820

808-539-5994

Toll free: 1-888-771-2855

(Customer Care)

Toll free: 1-800-803-9454

(Claims)

www.alohaairlines.com

Amana Appliances

See also: Maytag Corporation

Maytag Customer Service

403 W 4th St. N

Newton, IA 50208

Toll free: 1-800-843-0304

(Product Questions)

Toll free: 1-800-628-5782

(Service)

www.amana.com

CORPORATE CONSUMER ONSUMER CONTACTS
43 Member of SOCAP International,

see page 45.

Provided financial support for the publication

of the Consumer Action Handbook.

Amazon.com, Inc.

Customer Service

PO Box 81226

Seattle, WA 98108-1226

206-266-1000

Toll free: 1-800-201-7575

Fax: 206-266-2335

www.amazon.com

America Online, Inc.

Member Services

222000 AOL Way

Dulles, VA 20166

703-265-1000

Toll free: 1-800-827-6364

Fax: 703-918-1400

www.aol.com

America West Airlines

Customer Relations

4000 East Sky Harbor Blvd.

Phoenix, AZ 85034

Toll free: 1-800-835-7779

(Refunds/Lost Tickets)

Toll free: 1-800-363-2542

(Lost/Damaged Baggage)

TDD toll free: 1-800-526-8077

Fax: 480-693-2300

www.americawest.com

American Airlines, Inc.

PO Box 619612, MD 2400

Fort Worth, TX 75261-9612

817-967-2000

817-967-4162

Fax: 817-967-4162

www.aa.com

American Automobile

Association

Member Relations

1000 AAA Dr., Mailspace 61

Heathrow, FL 32746

407-444-8391

www.aaa.com

American Express Co.

Consumer Relations

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: 1-800-253-6500

(Customer Service)

Toll free: 1-800-544-7167 (Locate

Distributor)

TDD toll free: 1-800-548-3878

Fax: 616-682-4000

e-mail: order.support@

quixtar.com

www.amway.com

Andersen Windows, Inc.

Window Care Call Center

100 Fourth Ave. North

Bayport, MN 55003

651-264-5150

Toll free: 1-888-888-7020

Fax: 651-264-5827

www.andersenwindows.com

Anheuser-Busch, Inc.

Jeff Esserman,

Marketing

One Busch Place

St. Louis, MO 63118

Toll free: 1-800-342-5283

www.budweiser.com

AON Corporation

Aon Center

200 East Randolph

Chicago, IL 60601

312-381-1000

Fax: 312-701-3793

www.aonwarranty.com/ais

Aon Innovative Solutions

13922 Denver West Pkwy.

Golden, CO 80401

Toll free: 1-800-528-6280

e-mail:

Sharon_Campbell@aon.com

www.aoninnovativesolutions.com

Apple Computer, Inc.

1 Infinite Loop

Cupertino, CA 95014

Toll free: 1-800-767-2775

(Customer Relations)

Toll free: 1-800-767-2773 (Tech

Support)

www.apple.com

Appleseed’s

Customer Service

30 Tozer Rd.

Beverly, MA 01915

Toll free: 1-800-525-3355

(Platinum Card Inquiries)

www.americanexpress.com

American Greetings Corp.

Consumer Relations

One American Rd.

Cleveland, OH 44144

216-252-7300

Toll free: 1-800-777-4891

e-mail: consumer.relations@

amgreetings.com

www.corporate.americangreetings.com

American Standard, Inc.

Consumer Affairs

PO Box 6820

Piscataway, NJ 08855

Toll free: 1-800-442-1902

Fax: 732-980-6170

http://www.american

standard.com

American Tourister

See: Samsonite Corporation

www.americantourister.com

America’s Favorite

Chicken Co. (AFC

Enterprises)

6 Concourse Pkwy., Ste. 1700

Atlanta, GA 30328-5352

770-391-9500

Toll free: 1-800-222-5857

Fax: 770-353-3280

www.afc-online.com

Amgen, Inc.

Customer Service Department

One Amgen Center Dr.

Thousand Oaks, CA 91320-

1799

805-447-1000

805-447-1010

Toll free: 1-800-28-AMGEN

www.amgen.com

Amway Corporation

Customer Service – North

American Business Region

7575 Fulton St. East

Ada, MI 49355-0001

616-787-6000

CORPORATE

CORPORATE CONSUMER ONSUMER CONTACTS
44 Member of SOCAP International,

see page 41.

Toll free: 1-800-352-7900

Fax: 918-621-4819

e-mail: custserv@avis.com

www.avis.com

Avon Products, Inc.

1251 Ave. of the Americas

New York, NY 10020

212-282-7571

Toll free: 1-800-367-2866

Toll free: 1-800-445-2866 (consumer information center)

Toll free: 1-800-FOR-AVON

www.avon.com

AXA Equitable Co., Inc.

1290 Ave. of the Americas

12th Floor

New York, NY 10104

212-554-1234

www.equitable.com

Bacardi USA

2100 Biscayne Blvd.

Miami, FL 33137

305-573-8511

Toll free: 1-800-BACARDI

Fax: 305-573-2730

www.Bacardi.com

Bali

See also: Sara Lee Corp.

3330 Healy Dr.

PO Box 5100 (27113)

Winston-Salem, NC 27113

336-519-6053

Toll free: 1-800-225-4872

www.balinet.com

Bally Total Fitness

Holding Corporation

Member Services

PO Box 1090

Norwalk, CA 60631

562-484-2980

Toll free: 1-800-515-2582

Fax: 773-693-2982

www.ballyfitness.com

BankUnited

Customer Service

7815 NW 148th Street

Miami Lakes, FL 33016

B

Provided financial support for the publication

of the Consumer Action Handbook.

CORPORATE CONSUMER ONSUMER CONTACTS

978-922-2040

Toll free: 1-800-767-6666

e-mail: CustomerService@

Appleseeds.com

www.appleseeds.com

Arizona Mail Order

P.O. Box 27800

Tucson, AZ 85713

Toll-free: 1-800-362-8410

Toll-free Fax: 1-800-964-1975

e-mail: CustomerService@

OldPuebloTraders.com

www.oldpueblotraders.com

Armstrong World

Industries, Inc.

Customer Service

PO Box 3001

Lancaster, PA 17604

717-396-3040

Toll free: 1-800-233-3823

Fax: 717-396-4270

www.armstrongfloors.com

Artisoft, Inc.

Coms. Software Group

5 Cambridge Center

Cambridge, MA 02142

617-354-0600

Toll free: 1-800-914-9985

Fax: 617-354-7744

www.artisoft.com

Asante Technologies, Inc.

2223 Old Oakland Road

San Jose, CA 95131

408-435-8388

Toll free: 1-800-303-9121

(Customer Service)

Toll free: 1-800-303 9121

(Rebates)

Fax: 408-432 7511

e-mail:

orders@asantestore.com

www.asante.com

A.T. Cross Company

Consumer Relations

One Albion Rd.

Lincoln, RI 02865

401-333-1200

Toll free: 1-800-282-7677

Fax: 401-334-4856

e-mail:

consumerre@cross.com

www.cross.com

AT&T

Consumer Services

340 Mount Kemble Avenue,

Room N208

Morristown, NJ 07962

Toll free: 1-800-222-0300

TTY toll free: 1-800-833-3232

Fax: 973-644-7381

www.att.com

AT&T Wireless

Services, Inc.

Customer Care

P. O. Box 68055

Anaheim Hills, CA 92817-8055

425-580-6000

Toll free: 1-800-888-7600

(Digital)

Toll free: 1-866-293-4634 (Next

Generation)

TTY: 1-866-429-7889

http://www.attwireless.com

Ateeco, Inc.

Consumer Affairs Department

PO Box 606

Shenandoah, PA 17976

(570) 462-2745

Toll free: 1-800-233-3170

www.pierogies.com

ATI Technologies, INC.

33 Commerce Valley Dr., E

Markham, ONT L3T 7X6,

905-882-2600

www.ati.com

Atlas Van Lines, Inc

PO Box 509

Evansville, IN 47703-0509

812-424-2222

Toll free: 1-800-252-8885

Fax: 812-421-7129

www.atlasvanlines.com

Avis Rent-A-Car

System

Customer Service

4500 South 129th East Ave.

Ste. 100

Tulsa, OK 74134-3802
Member of SOCAP International, see page 41. 45

Toll free: 1-877-779-2265

www.bankunited.com

Baskin Robbins

See: Allied Domecq Quick

Service Restaurants

www.baskinrobbins.com

Bass Pro Shops, Inc.

2500 East Kearney

Springfield, MO 65898

417-873-5000

Toll free: 1-800-BASS PRO 

(1-800-227-7776)

TDD toll free: 1-800-442-5788

Fax: 417-873-5060

www.basspro.com

Bath & Body Works

Customer Service

Seven Limited Parkway East

Reynoldsburg, OH 43068

Toll free: 1-800-395-1001

www.bathandbodyworks.com

Bayer Consumer Care

Division

36 Columbia Rd.

PO Box 1910

Morristown, NJ 07962-1910

973-254-5000

Toll free: 1-800-331-4536

Fax: 973-408-8000

www.consumercare.bayer.com

Bear Creek Corp.

2518 South Pacific Hwy.

PO Box 299

Medford, OR 97501

Toll free: 1-800-345-5655 (Harry

and David)

Toll free: 1-800-872-7673

(Jackson and Perkins)

Fax: 541-776-2194

www.harryanddavid.com

Becton Dickinson and Co.

1 Becton Dr. (M/C 376)

Franklin Lakes, NJ 07417

Toll free: 1-888-BDCARES (1-

88-232-2737)

www.bd.com

Beech-Nut Nutrition

Corporation

See: Milnot Holding Company

Toll free: 1-800-233-2468 

www.beech-nut.com

Beiersdorf, Inc.

Customer Service

Wilton Corporate Center

187 Danbury Rd.

Wilton, CT 06897

Toll free: 1-800-233-2340

www.bdfusa.com

BellSouth

Telecommunications, Inc.

Executive Appeals Manager

BellSouth Center

675 West Peachtree St., NW

Ste. 37D57

Atlanta, GA 30375

404-927-7400

Toll free: 1-800-346-9000 (Bell

South Products)

TTY toll free: 1-800-251-5325 

Fax: 404-584-6545

e-mail: Headquarters.Appeals 

@BellSouth.com

www.bellsouth.com

Benihana Inc.

Customer Relations Manager

8685 Northwest 53rd Terrace

Miami, FL 33166

305-593-0770

Toll free: 1-800-327-3369

Fax: 305-592-6371

e-mail: customerrelations@ 

benihana.com

www.benihana.com

Best Buy Company, Inc.

Complaint Dept.

7601 Penn Ave. South

Richfield, MN 55423

Toll free: 1-888-237-8289

www.bestbuy.com

Best Foods

See: Unilever

Toll free: 1-800-338-8831

www.bestfoods.com

Best Western Intl., Inc.

Customer Relations

P. O. Box 42007

Phoenix, AZ 85080-2007

623-780-6181

Toll free: 1-800-528-1238

Fax: 623-780-6199

www.bestwestern.com

Bic Corp

500 Bic Dr.

Milford, CT 06460

203-783-2000

www.bicworld.com

Big Lots, Inc.

Customer Relations

300 Phillipi Rd.

PO Box 28512

Columbus, OH 43228-0512

614-278-6800

Toll free: 1-800-877-1253

http://www.biglots.com

Binney & Smith Inc.

1100 Church Lane

Easton, PA 18044-0431

610-253-6272

Toll free: 1-800-CRAYOLA

www.crayola.com

Birds Eye Foods, Inc.

Attn: Consumer Relations

PO Box 19027

Green Bay, WI 54307-9027

Toll free: 1-800-563-1786 (Birds

Eye, Freshlike, Nalley or

Berstein’s Products)

Toll free: 1-800-270-2743

(Other)

www.birdseyefoods.com

Bissell Homecare, Inc.

Customer Service

2345 Walker Ave., NW

Grand Rapids, MI 49544-2597

Toll free: 1-800-237-7691

www.bissell.com

Black and Decker Corp.

626 Hanover Pike

Hampstead, MD 21074

Toll free: 1-800-762-6686

www.bdk.com

CORPORATE

CORPORATE CONSUMER ONSUMER CONTACTS
46 Member of SOCAP International, see page 45.

CORPORATE CONSUMER ONSUMER CONTACTS

Brunswick Corporation

1 North Field Court

Lake Forest, IL 60045-4811

847-735-4700

Fax: 847-735-4765

e-mail:

services@brunswick.com

www.brunswick.com

Budget Gourmet

PO Box 16630

Duluth, MN 55816

Budget Rent-A-Car

Corp.

PO Box 690840

Tulsa, OK 74169-0840

Toll free: 1-800-621-2844 (Cars)

Toll free: 1-800-467-9337

(Trucks)

www.budget.com

Bulova Corporation

Customer Relations

26-15 Brooklyn Queens

Expressway

Woodside, NY 11377

718-204-3300

Toll free: 1-800-2285682

(Customer Relations)

Toll free: 1-800-233-3350

(Service)

www.bulova.com

Burlington Coat Factory

Warehouse Corp.

1830 Route 130 North

Burlington, NJ 08016

609-387-7800

Toll free: 1-888-223-2628

Fax: 609-387-7071

www.coat.com

Burlington Industries, Inc.

3330 West Friendly Ave.

Greensboro, NC 27410

336-379-2472

e-mail: BurlingtonWorldWide 

@burlington.com

www.burlington.com

Bush Brothers & Co.

Consumer Relations

PO Box 52330

Knoxville, TN 37950-2330

865-558-5445

Bridgestone/Firestone

Retail & Commercial

Operations

Consumer Affiars

PO 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 Co.

PO Box 4000

Princeton, NJ 08543-4000

609-252-4000

Toll free: 1-800-332-2056

www.bms.com

British Airways

75-20 Astoria Blvd.

Jackson Heights, NY 11370

Toll free: 1-800-247-9297

(Reservations)

Fax: 347-418-4395

www.britishairways.com

Brother International

Corporation

Customer Service

100 Somerset Corp. Blvd.

Bridgewater, NJ 08807

908-704-1700

Toll free: 1-800-276-7746

www.brother.com

Brown Shoe Co., Inc.

Consumer Care

8300 Maryland Ave.

St Louis, MO 63105

314-854-4000

Toll free: 1-800-766-6465

Fax: 314-854-4274

www.brownshoe.com

Brown-Forman

Beverages Worldwide

Consumer Services

PO Box 1080

Louisville, KY 40201

502-585-1100

Toll free: 1-800-753-4567

www.Brown-Forman.com

Blockbuster

Entertainment Corp.

Customer Care Center

1201 Elm St.

Dallas, TX 75270

214-258-1017

www.blockbuster.com

Bloomingdale’s, Inc.

Customer Service

P.O. Box 8215

Mason, OH 45040

Toll-free: 1-866-593-2540

www.bloomingdales.com

Bob Evans Farms, Inc.

3776 South High St.

Columbus, OH 43207

614-491-2225

Toll free: 1-800-272-7675

Fax: 614-497-4330

www.bobevans.com

Bojangles’ Restaurants, Inc.

Customer Relations

9432 Southern Pine Blvd.

Charlotte, NC 28273

704-527-2675

Toll free: 1-800-300-4265

Fax: 704-523-6803

www.bojangles.com

Borland Software Corp.

Customer Support

100 Enterprise Way

Scotts Valley, CA 95066

Toll free: 1-800-523-7070

e-mail: customer-service@

borland.com

www.borland.com

BP Corporation

Consumer Relations

PO Box 3001

Warrenville, IL 60555

Toll free: 1-800-333-3991

Fax: 630-830-7938

e-mail: smithrl22@bp.com

www.bp.com

Braun

1 Gillette Park, 4K-16

Boston, MA 02127-1096

Toll free: 1-800-272-8611

www.braun.com
47 Member of SOCAP International,

see page 41.

Provided financial support for the publication

of the Consumer Action Handbook.

e-mail: letters@bushbros.com

www.bushbeans.com

Cabela’s Government

Outfitter

Government Sales

One Cabela Dr.

Sidney, NE 69160

308-254-5505 ext 1347

Toll free: 1-800-242-1596

TTY toll free: 1-800-695-5000

Fax: 308-255-6680

e-mail:

government@cabelas.com

www.cabelas.com

Cablevision Systems,

Inc.

1111 Stewart Ave

Bethpage, NY 11714

516-803-2300

www.cablevision.com

CalComp (a division of

GCO Calcomp, Inc.)

14555 N. 82nd Street

Scottsdale, AZ 85260

480-948-6540

Toll free: 1-800-856-0732

Fax: 480-948-5508

e-mail: calcomp.support@ 

gtcocalcomp.com

http://www.calcomp.com

Calvin Klein

1001 Frontier Rd

Bridgewater, NJ 08807

212-719-2600

Fax: 212-221-4541

www.calvinklein.com

Campbell Soup Co.

Consumer Response and

Information Center

1 Campbell Place

Camden, NJ 08103-1701

Toll free: 1-800-257-8443

www.campbellsoup.com

CARFAX, Inc.

Consumer Affairs

10304 Eaton Place, Ste. 500

Fairfax, VA 22030

703-218-0340

C

Fax: 866-728-6455

e-mail:

carfaxwebsupport@carfax.com

www.carfax.com/help

Carnival Cruise Lines

Guest Relations

3655 N.W. 87th Ave.

Miami, FL 33178-2428

305-599-2600

Toll free: 1-800-438-6744

TTY toll free: 1-800-972-4386

Fax: 305-406-4700

www.carnival.com

Carrier Air Conditioning Co.

Customer Relations

PO Box 4808

Syracuse, NY 13221-4808

315-432-7885

Toll free: 1-800-227-7437

Toll free: 1-800-428-4326 (Payne

Heating & Air Conditioning)

Fax: 315-432-6620

www.global.carrier.com

Carvel Corporation

Customer Service Dept.

175 Capital Blvd., Ste. 400

Rocky Hill, CT 06067-3914

860-257-4448

Toll free: 1-800-322-4848

Fax: 860-257-8859

www.carvel.com

Casio, Inc.

570 Mt. Pleasant Ave.

Dover, NJ 07801

973-361-5400

Toll free: 1-800-962-2746

Fax: 973-537-8926

www.casio.com

The CBS Television

Network

Audience Services

524 West 57th St.

New York, NY 10019

212-975-3247

e-mail: audsvcs@cbs.com

www.cbs.com

CEC Entertainment, Inc.

4441 West Airport Freeway

Irving, TX 75062

972-258-8507

Fax: 972-258-8545

www.chuckecheese.com

Cellullar One

See: Western Wireless Corp.

Ceridian Corporation

3311 East Old Shakopee

Minneapolis, MN 55425

952-853-8100

www.ceridian.com

Chanel, Inc.

Consumer Relations

9 West 57th St., 44th Floor

New York, NY 10019-2790

Toll free: 1-800-550-0005

www.chanel.com/nav/html/

newframeset.php?zone_lang=

USAEN

Chattem, Inc.

PO Box 22219

Chattanooga, TN 37409

423-821-4571

www.chattem.com

ChevronTexaco Corp.

PO Box 42818

Houston, TX 77242

Toll free: 1-800-962-1223

Fax: 713-219-5324

www.chevrontexaco.com

Chicken of the Sea

International

Consumer Affairs

9330 Scranton Rd., Ste. 500

San Diego, CA 92121

858-597-4242

Toll free: 1-800-456-1511

Fax: 858-597-4248

www.chickenofthesea.com

Chuck E Cheese’s

Restaurants

See: CEC Entertainment, Inc.

Church & Dwight

Company, Inc.

Consumer Relations

469 North Harrison St.

Princeton, NJ 08543-5297

609-683-5900

Toll free: 1-800-524-1328

www.churchdwight.com

CORPORATE

CORPORATE CONSUMER ONSUMER CONTACTS
48 Member of SOCAP International,

see page 41.

Provided financial support for the publication

of the Consumer Action Handbook.

CORPORATE CONSUMER ONSUMER CONTACTS

The Columbia House

Company

1400 N. Fruitridge Ave.

Terre Haute, IN 47811-0100

Toll free: 1-800-562-4046

(Music)

Toll free: 1-800-292-2001 (Video

and DVD)

Toll free: 1-800-901-5545 (T.V.

Library Club)

Fax (Toll free): 1-800-590-6656

www.columbiahouse.com

Combe Incorporated.

1101 Westchester Ave.

White Plains, NY 10604-3503

914-694-5454

Toll free: 1-800-431-2610 (consumer affairs)

Toll free: 1-800-873-7400 (product questions)

Fax: 914-694-6320

www.combe.com

CompUSA, Inc.

Customer Service

14951 N. Dallas Pkwy.

Dallas, TX 75254

972-982-4000

Toll free: 1-800-266-7872

e-mail: customer_service@

compusa.com

www.compusa.com

Computer Associates

International, Inc.

One Computer Associates Pl.

Islandia, NY 74101-3391

631-342-6000

Toll free: 1-800-637-5858

(Customer Inquiries)

Toll free: 1-800-225-5224

(Product Information)

Fax: 631-342-6800

www.ca.com

ConAgra Foods

Consumer Affairs

P.O. Box 2768

Omaha, NE 68203-0768

402-595-5492

Toll free: 1-800-722-1344

Fax: 402-595-7880

www.conagrafoods.com

Toll free: 1-800-227-1860

(Household Surface Cleaners)

Toll free: 1-800-426-6228

(Insecticides)

Toll free: 1-800-242-7482 (water

Purification Systems)

www.clorox.com

Coats & Clark Inc

Consumer Service

PO Box 12229

Greenville, SC 29612-0229

864-877-8985

Toll free: 1-800-648-1479

www.coatsandclark.com

The Coca-Cola Co.

Industry and Consumer Affairs

PO Box 1734

Atlanta, GA 30301

404-676-2121

Toll free: 1-800-438-2653

TDD toll free: 1-800-262-2653

Fax: 404-676-4903

www.thecocacolacompany.com

Coldwell Banker Real

Estate Corporation

One Campus Drive

Parsippany, NJ 07054

973-428-9700

Toll free: 1-800-732-5867

The Colgate-Palmolive

Company

Consumer Affairs

300 Park Ave.

New York, NY 10022

212-310-2000

Toll free: 1-800-468-6502

Fax: 212-310-3243

www.colgate.com

Colonial Penn Life

Insurance

399 Market St., 5th Floor

Philadelphia, PA 19181

Toll free: 1-877-877-8052.

Toll free in NY: 1-800-891-0915

Toll free: 1-800-523-9100 (life

customer service)

www.colonialpenn.com

CIBA Vision

Consumer Relations

11460 Johns Creek Pkwy.

Duluth, GA 30045

Toll free: 1-800-875-3001

www.cibavision.com

Cingular Wireless

Glenridge Highlands Two

5565 Glenridge Connector

Atlanta, GA 30342

Toll free: 1-800-331-0500

TTY toll free: 1-866-241-6567

www.cingular.com

Circuit City Stores, Inc.

9950 Mayland Dr.

Richmond, VA 23233

804-527-4000

www.circuitcity.com

Citizen America

Customer Service

2102 Alton Parkway, Unit A

Irvine, CA 92606

Toll free: 1-800-258-8529

e-mail: customerservice@

citizen-america.com

www.citizen-america.com

Citizen Watch Company

of America, Inc.

1000 W. 190 St.

Torrence, CA 90502

Toll free: 1-800-321-1023

www.citizenwatch.com

Clopay Building

Products Co. 

Consumer Affairs

8585 Duke Blvd.

Mason, OH 45040

Toll free: 1-800-225-6729

www.clopay.com

The Clorox Co.

Manager

Consumer Services

1221 Broadway

Oakland, CA 94612-1888

Toll free: 1-800-292-2200 

(Laundry Brands)

Toll free: 1-800-835-4523

(GLAD)
Member of SOCAP International, see page 41. 49

Conair Corporation

Consumer Affairs

150 Milford Road

East Windsor, NJ 08520

609-426-1300

Toll free: 1-800-366-5391

www.conair.com

Congoleum Corp.

Consumer Affairs

3700 Quakerbridge Rd.

Mercerville, NJ 08619

609-584-3610

Toll free: 1-800-274-3266

Fax: 609-584-3521

www.congoleum.com

ConocoPhillips

600 N. Dairy Ashford Rd.

Houston, TX 77079

281-293-1000

www.conocophillips.com

Constellation Wines U.S.

Attn: Consumer Response

235 North Bloomfield Road

Canandaigua, NY 14424

585-396-7600

831-675-2481 (Pacific Wine

Partners)

866-334-9463 (North Lake

Wines)

Toll free: 1-888-659-7900

(Canandaigua Wines)

www.cwineus.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

Contempo Casuals

See: Wet Seal, Inc.

Continental Airlines, Inc.

PO Box 4607-HQ SCR

Houston, TX 77210-4607

Toll free: 1-800-932-2732

e-mail: custo@coair.com

www.continental.com

Continental Tire North

America, Inc.

Consumer Relations

1800 Continental Blvd.

Charlotte, NC 28273

Toll free: 1-800-847-3349

Fax (Toll free): 1-888-847-3329 

www.continentaltire.com

Converse, Inc.

Customer Service Group

One High St.

North Andover, MA 01845

Toll free: 1-800-547-2667

www.converse.com

Conwood Company, L.P.

813 Ridge Lake Blvd.

Memphis, TN 38120

901-761-2050

901-767-1302

Toll free: 1-800-238-5990

www.cwdlp.com

Coors Brewing Co.

Consumer Relations

311 10th St. – NH475

Golden, CO 80401

303-279-6565

Toll free: 1-800-642-6116

Fax: 303-277-5415

Corel Corporation

8144 Walnut Hill Ln.

Ste. 1050

Dallas, TX 75231

Toll free: 1-800-772-6735

www.corel.com

Craftmatic Org., Inc.

Consumer Affairs

2500 Interplex Dr.

Trevose, PA 19053-6998

Toll free: 1-800-828-1033

e-mail: consumeraf@aol.com

www.craftmatic.com

Creative Labs

Customer Service

1523 Cimarron Plaza

Stillwater, OK 74075

405-742-6622 (Technical

Support)

405-742 -6655 (Customer

Service)

Toll free: 1-800-998-5227

(Techncal Support)

Toll free: 1-800-998-1000

(Customer Service)

us.creative.com

Crowne Plaza

Toll free: 1-800-227-6963

Cuisinart

See also: Conair Corporation

203-975-4600

609-426-1300 (in NJ)

Toll free outside NJ: 1-800-

726-0190

Toll free: 1-800-726-6247, ext.

4605

Fax: 203-975-4660

e-mail: cuisinart@conair.com

www.cuisinart.com

Culligan Intl. Co.

Office of the President

One Culligan Pkwy.

Northbrook, IL 60062

Toll free: 1-800-947-4759

Fax (Toll free): 1-888-777-8715 

e-mail: consumeraffairs@

culligan.com

www.culligan.com

Cumberland Packing

Corporation

Sweet ‘N Low Division

Two Cumberland St.

Brooklyn, NY 11205

718-858-4200

Fax: 718-260-9017

www.sweetnlow.com

Cunard Line Limited

Guest Relations and Quality

Assurance

6100 Blue Lagoon Dr., Ste. 400

Miami, FL 33126

305-463-3000

Toll free: 1-800-728-6273

www.cunard.com

Current, Inc.

1005 East Woodmen Rd.

Colorado Springs, CO 80920

Toll free: 1-877-665-4458

www.currentcatalog.com

CORPORATE

CORPORATE CONSUMER ONSUMER CONTACTS
50 Member of SOCAP International,

see page 41.

Provided financial support for the publication

of the Consumer Action Handbook.

CORPORATE CONSUMER ONSUMER CONTACTS

Toll free: 1-800-733.6322

www.acdsystems.com

Denny’s Inc.

203 East Main St.

Spartanburg, SC 29319

864-597-8000

Toll free: 1-800-733-6697

www.dennys.com

The Dial Corporation

15101 North Scottsdale Rd.

Scottsdale, AZ 85254-1619

480-754-3425

Toll free: 1-800-258-3425

(Personal Cleaning Products)

Toll free: 1-800-528-0849

(Armour Star)

www.dialcorp.com

Diamond of California

Consumer Affairs

1050 South Diamond St.

Stockton, CA 95201

209-467-6260

Fax: 209-467-6205

e-mail: dsamelso@

diamondnuts.com

www.diamondnuts.com

Diet Center Worldwide, Inc.

ATTN: Administration

395 Springside Dr.

Akron, OH 44333

330-665-5861

Toll free: 1-800-656-3294

Fax: 330-666-2197

e-mail: info@dietcenter.com

www.dietcenterworldwide.com

Dillard’s, Inc.

Customer Service Dept.

1600 Cantrell Rd.

Little Rock, AR 72201

501-376-5200

Toll free: 1-800-643-8278 (Credit

Cards only)

Toll free: 1-877-272-2601

(Furniture)

TDD toll free: 1-800-547-6296

www.dillards.com

Diners Club Intl.

Customer Relations

7958 S. Chester

Englewood, CO 80112

CVS/pharmacy

Customer Relations Dept.

One CVS Dr.

Woonsocket, RI 02895

401-765-1500

Toll free: 1-800-746-7287

Fax: 401-770-6949

www.cvs.com

Dairy Queen

Corporation

Customer Relations

7505 Metro Blvd.

Edina, MN 55439

952-830-0200

www.dairyqueen.com

The Dannon Co., Inc.

Consumer Response Center

PO Box 90296

Allentown, PA 18109-0296

Toll free: 1-877-326-6668

www.dannon.com

Danone Waters of North

America

3280 East Foothill Blvd., Ste. 400

Pasadena, CA 91109

(626) 585-1000

Toll free: 1-800-4WATERS

Danskin

4075 E. Market St.

York, PA 17402

Toll free: 1-800-288-6749

www.danskin.com

DAP Products, Inc

Customer Service

2400 Boston St., Ste. 200

Baltimore, MD 21224

Toll free: 1-888-327-8477

Fax: 410-558-1068

www.dap.com

Days Inns Worldwide, Inc.

Customer Service

PO Box 4090

Aberdeen, SD 57402

Toll free: 1-800-441-1618

www.daysinn.com

D

Deere & Company

Corporate Communications

1 John Deere Place

Moline, IL 61265

309-765-8000

www.deere.com

Del Laboratories, Inc.

Consumer Relations

PO Box 9357

Uniondale, NY 11553

Toll free: 1-800-952-5080

(Pharmaceuticals)

Toll free: 1-800-953-5080

(Cosmetics)

Fax: 516-293-1515

e-mail: del1@dellabs.com

www.dellabs.com

Del Monte Foods Co.

PO Box 193575

San Francisco, CA 94119-3575

415-247-3000

Toll free: 1-800-543-3090

www.delmonte.com

Dell Computer Corp.

Customer Service

1 Dell Way

Round Rock, TX 78682

Toll free: 1-800-624-9897

(Customer Service)

Toll free: 1-800-624-9896 (Tech

Support)

www.dell.com

Delta Air Lines, Inc.

Customer Care

PO Box 20980

Atlanta, GA 30320-2980

404-715-1450

Fax (Toll free): 1-888-286-3163 

www.delta.com

Delta Faucets Company

55 East 111th St.

PO Box 40980

Indianapolis, IN 46280

317-848-1812

Toll free: 1-800-345-3358

www.deltafaucet.com

Deneba Software

Public Relations

1150 NW 72nd Ave.

Miami, FL 33126
Member of SOCAP International, see page 41. 51

303-799-9000

Toll free: 1-800-234-6377

Fax: 303-649-2891

www.dinerclub.com

DIRECTV Enterprises, Inc.

2230 E. Imperial Hwy.

El Segundo, CA 90245

Toll free: 1-800-531-3000

TTY: 1-800-779-4388

www.DIRECTV.com

Discover Financial

Services, Inc.

2500 Lake Cook Rd.

Riverwoods, IL 60015-3851

224-405-0900

Toll free: 1-800-347-2683

Fax: 224-405-4993

www.discoverfinancial.com

D-Link Systems

Customer Services

17595 Mt. Hermann St.

Fountain Valley, CA 92708

714-885-6000

Toll free: 1-800-326-1688

Fax: 866-743-4905

e-mail: tech@irvine.dlink.com

www.dlink.com

Dole Food Co., Inc.

Consumer Center

One Dole Dr.

Westlake Village, CA 91362-7300

818-874-4000

Toll free: 1-800-232-8888

Fax: 818-874-4997

www.dole.com

Dollar Rent A Car

Systems, Inc.

Customer Center

CIMS 7082, 5330 East 31st St.

PO Box 33167

Tulsa, OK 74153-1167

918-669-3000

Toll free: 1-800-800-5252

Toll free: 1-800-800-6080

Fax: 918-669-8596

www.dollar.com

Domino’s Pizza, Inc.

Customer Service

PO Box 997

30 Frank Lloyd Wright Drive

Ann Arbor, MI 48106

734-930-3030

Toll free: 1-888-DOMINOS

(Store Locator Only)

www.dominos.com

Dot Hill Systems Corp.

Customer Satisfaction

6305 El Camino Real

Carlsbad, CA 92009

Toll free: 1-800-872-2783

Fax: 760-931-5527

e-mail:

mark.odell@dothill.com

www.dothill.com

Doubletree

See: Hilton Hospitality, Inc.

Toll free: 1-800-222-8733

Dr Pepper/Seven Up,

Inc.

Consumer Relations

PO Box 869077

Plano, TX 75086

972-673-7000

Toll free: 1-800-527-7096

www.dpsu.com

Dunkin Donuts

See: Allied Domecq Quick

Service Restaurants

www.dunkindonuts.com

Dunlop Tire Corp.

See: Goodyear Tire & Rubber Co.

www.dunloptire.com

DuPont Co.

Corporate Information Center

Chestnut Run Plaz

705/GS38

Wilmington, DE 19880-0705

302-774-1000

Toll free: 1-800-441-7515

e-mail: info@dupont.com

www.dupont.com

Duracell North America

Berkshire Corporate Park

Bethel, CT 06801

Toll free: 1-800-551-2355

Toll free TTY: 1-800-341-0654

Fax (Toll free): 1-800-796-4565

www.duracell.com

EarthLink, Inc.

1375 Peachtree St., Level A

Atlanta, GA 30309

404-815-0770

Toll free: 1-800-719-4660

e-mail: support@earthlink.net

www.earthlink.net

Eastman Kodak Co.

Consumer Contact Center

343 State St.

Rochester, NY 14650

716-724-4000

Toll free: 1-800-242-2424

www.kodak.com

e-Bay, Inc.

408-376-7400

Toll free: 1-800-322-9266

www.eBay.com

Eckerd Corporation

Cheryl Thonen

Customer Service

PO Box 4689

Clearwater, FL 33758

Toll free: 1-800-325-3737

TTY toll free: 1-800-760-4833

Fax: 727-395-7063

e-mail: eckcserv@eckerd.com

www2.eckerd.com

Eddie Bauer, Inc.

Customer Care

PO Box 183012

Columbus, OH 43218-3012

Toll free: 1-800-625-7935

www.eddiebauer.com

Edmund Scientific Co.

60 Pearce Ave.

Tonawanda, NY 14150

Toll free: 1-800-728-6999

Fax (Toll free): 1-800-828-3299 

www.scientificsonline.com

Eizo Nanao Technologies

5710 Warland Dr.

Cypress, CA 90630

562 431 501

Toll free: 1-800-800-5202

Fax: 562-431-4811

www.eizo.com

E

CORPORATE

CORPORATE CONSUMER ONSUMER CONTACTS
52 Member of SOCAP International, see page 41.

CORPORATE CONSUMER ONSUMER CONTACTS

Toll free: 1-800-685-1111

TTY: 866-478-0030

www.equifax.com

Ernest & Julio Gallo

Winery

Consumer Relations

PO Box 1130

Modesto, CA 95353

209-341-3161

Fax: 209-341-6600

www.gallo.com

The Estee Lauder

Companies, Inc.

Consumer Communications

767 Fifth Ave.

New York, NY 10153

646-602-7551

646-602-7552

Fax: 646-602-7553

www.elcompanies.com

Ethan Allen, Inc.

PO Box 1966

Danbury, CT 06813-1966

203-743-8668

Toll free: 1-888-EAHELP1

Fax: 203-743-8298

www.ethanallen.com

The Eureka Co.

Consumer Service Dept.

PO Box 3900

Peoria, IL 61612

Toll free: 1-800-282-2886

www.eureka.com

Expedia, Inc.

Customer Support

13810 SE Eastgate Way, Ste. 400

Bellevue, WA 98005

1-800-397-3342

Toll free: 1-800-397-3342

www.expedia.com

Experian

National Consumer Asst. Ctr.

PO Box 2002

Allen, TX 75013

Toll free: 1-888-397-3742

www.experian.com

Exxon Mobil

Customer Relations

Fuels Marketing Company

The Electrolux Group

Consumer Assistance Center

PO Box 212378

Augusta, GA 30917

Toll free: 1-800-724-7519

www.electrolux.com

Eli Lilly & Co.

Lilly Corporate Center

Indianapolis, IN 46285

317-276-2000

Toll free: 1-800-545-5979

www.lilly.com

Elizabeth Arden, Inc.

Consumer Relations Dept.

200 First Stamford Pl., 3rd floor

Stamford, CT 06902

Toll free: 1-800-227-2445

www.elizabetharden.com

E-Machines

7565 Irvine Center Drive

Irvine, CA 92618

801-401-1419

www.e4me.com

Embassy Suites

See: Hilton Hospitality Inc.

Toll free: 1-800-362-2779

Encyclopedia

Britannica, Inc.

Customer Support

310 South Michigan Ave.

Chicago, IL 60604

Toll free: 1-800-323-1229

Fax: 312-294-2104

www.eb.com

Epson America, Inc.

3840 Kilroy Airport Way

Long Beach, CA 90806

562-981-3840

562-276-1300 (Technical

Support)

Toll free: 1-800-GO-EPSON 

(1-800-463-7766) Pre-Sales

Toll free: 1-800-922-8911

(Automated Service and Tech

Support)

www.epson.com

Equifax

PO Box 105851

Atlanta, GA 30348

P.O. Box 1049

Buffalo, NY 14240-1049

Toll free: 1-800-243-9966

www.exxonmobil.com

Faultless Starch/Bon

Ami Co.

Consumer Affairs Department

1025 W. 8th St.

Kansas City, MO 64101-1200

816-842-1230

e-mail: info@faultless.com

www.faultless.com

Federal Express Corp.

Customer Relations

3875 Airways

Module H3 Department 4634

Memphis, TN 38116

Toll free: 1-800-463-3339

TDD toll free: 1-800-238-4461

www.fedex.com

Federated Department

Stores, Inc

Consumer Affairs

7 West 7th St.

Cincinnati, OH 45202

www.fds.com

Fidelity & Guarantee Co.

(Old Mutual Financial

Network)

Policy Holder Service Center

PO Box 81497

Lincoln, NE 68501

Toll free: 1-800-638-2255

Fax (Toll free): 1-800-638-2255

www.fglife.com

Fingerhut Direct

Marketing, Inc.

6250 Ridgewood Rd

St. Cloud, MN 56396

Toll free: 1-800-325-6168

www.fingerhut.com

Fisher-Price

Consumer Affairs

636 Girard Ave.

East Aurora, NY 14052

716-687-3000

Toll free: 1-800-432-5437

F
53

Gateway, Inc.

Letter of Complaint

610 Gateway Dr.

North Sioux City, SD 57049

858-799-3401

Toll free: 1-800-846-2000

Fax: 858-799-3459

www.gateway.com

General Electric

Company

3135 Easton Turnpike

Fairfield, CT 06828-0001

203-373-2211

Toll free: 1-800-626-2000

(Answer Center)

Fax: 202-373-3131

www.ge.appliances.com/geac

General Mills, Inc.

PO Box 1113

Minneapolis, MN 55440-1113

Toll free: 1-800-249-0562

Fax: 763-764-8330

www.generalmills.com

General Motors

Acceptance Corp.

(GMAC)

PO Box 5008

Troy, MI 48007-5008

Toll free: 1-800-200-GMAC 

TDD toll free: 1-800-833-4622

Fax: 248-879-4134

www.gmacfs.com

General Tire

See: Continental Tire Co.

www.generaltire.com

The Generra Company

See: Public Clothing Company

www.generra.com

Georgia-Pacific Corp.

Georgia-Pacific Consumer

Products

133 Peachtree St., N.E.

Atlanta, GA 30303

Toll free: 1-800-283-5547 

TDD toll free: 1-800-283-5547, ext. 5 

www.gp.com

Fax: 972-334-5071 G

www.fritolay.com

Fruit of the Loom, Inc.

Consumer Services

1 Fruit of the Loom Dr.

Bowling Green, KY 42102-9015

270-781-6400

Fax: 270-781-6400

e-mail:

consumer.srv@fruit.com

www.fruit.com

FTD Inc.

Customer Service

3113 Woodcreek Dr.

Downers Grove, IL 60515

630-719-7800

Toll free: 1-800-736-3383

www.ftd.com

Fuji Photo Film U.S.A.,

Inc.

Consumer Info. Service Center

1100 King George Post

Edison, NJ 08837

Toll free: 1-800-800-3854

Fax: 732-857-3487

www.fujifilm.com

Fujitsu Computer

Products of America

Accounting: T&M

2904 Orchard Pkwy.

San Jose, CA 95134

408-432-6333

Toll free: 1-800-626-4686 (Tech

Support)

Fax: 408-894-1709

www.fcpa.com

Fuller Brush Co.

Customer Service

PO Box 1247

Great Bend, KS 67530-0729

620-792-1711

Toll free: 1-800-523-3794

Fax: 620-793-4523

www.fuller.com

FWB Software

6167 Jarvis Ave., #367

Newark, CA 94560-1210

510-894-0727

e-mail: mhurlow@fwb.com

www.fwb.com

TDD toll free: 1-800-382-7470

Fax: 716-687-3494

www.fisher-price.com

Florsheim, Inc.

333 W. Estabrook Blvd

Glendale, WI 53212

312-458-2710

www.florsheim.com

Flowers Foods, Inc.

1919 Flowers Circle

Thomasville, GA 31757

912-226-9110

www.flowersfoods.com

Food Lion, Inc.

Customer Relations

PO Box 1330

Salisbury, NC 28145-1330

Toll free: 1-800-210-9569

www.FoodLion.com

Fort James Corp.

See: Georgia-Pacific

Fortune Brands

Consumer Affairs Dept.

300 Tower Pkwy.

Lincolnshire, IL 60069

847-541-4400

Toll free: 1-800-989-4923

Fax (Toll free): 1-800-247-1317

e-mail:

mail@fortunebrands.com

www.fortunebrands.com/

The Franklin Mint

105 Commerce Drive

Aston, PA 19014

610-459-6000

Toll free: 1-800-523-7622

Fax: 610-459-6040

www.franklinmint.com

Frigidaire Home

Products

See: Electrolux Group, The

www.frigidaire.com

Frito-Lay

Consumer Affairs

7701 Legacy Dr.

Plano, TX 75024

972-334-5022

Toll free: 1-800-352-4477

CORPORATE

CORPORATE CONSUMER ONSUMER CONTACTS

Member of SOCAP International,

see page 45.

Provided financial support for the publication

of the Consumer Action Handbook.
54 Member of SOCAP International,

see page 41.

Provided financial support for the publication

of the Consumer Action Handbook.

CORPORATE CONSUMER ONSUMER CONTACTS

Toll free: 1-800-394-8377

Fax: 213-744-0855

www.guess.com

Guinness (imported by

Diageo Guinness USA)

Six Landmark Square

Stanford, CT 06901-2704

203-323-3311

Toll free: 1-800-521-1591

Fax: 203-359-7209

e-mail: Guinness@

consumer-care.net

www.guiness.com

H&R Block, Inc.

4400 Main St.

Kansas City, MO 64111-9986

816-753-6900

Toll free: 1-800-829-7733

www.hrblock.com

Hain Celestial Group, Inc.

Consumer Affiars

4600 Sleepytime Dr.

Boulder, CA 80301

Toll free: 1-800-434-4246

www.hain-celestial.com

Hallmark Cards, Inc.

Consumer Affairs

PO Box 419034

2501 McGee Ave

Kansas City, MO 64141

816-274-5111

Toll free: 1-800-425-6275

Toll free: 1-800-425-5627

www.hallmark.com

Hampton Inn/Suites

See: Hilton Hospitality Inc.

Toll free: 1-800-426-7866

Hanes and Hanes Her

Way Underwear

See: Sara Lee Corporation

Consumer Services

PO Box 3013 (Zip 27102)

or 475 Corporate Square Drive

Winston-Salem, NC 27105

Toll free: 1-800-994-4348

Fax: 336-519-4226

www.hanes.com

H

Gerber Products Co.

Consumer Affairs

445 State St.

Fremont, MI 49413

Toll free: 1-800-4-GERBER

www.gerber.com

Giant Food, Inc.

6300 Sheriff Rd.

Landover, MD 20785

301-341-4365

TDD: 301-200-8995

Fax: 301-618-4968

www.giantfood.com

Gillette Co.

Consumer Affairs

PO Box 61

Boston, MA 02199

617-421-7000

Toll free: 1-800-GILLETTE

Fax: 617-463-3410

www.gilette.com

GlaxoSmithKline

Consumer Healthcare

Consumer Information

PO Box 1467

Pittsburgh, PA 15205

412-928-1000

Toll free: 1-800-245-1040

Fax: 412-928-5864

www.GSK.com

Glidden Paints

See: ICI Paints in N. America

Toll free: 1-800-GLIDDEN

Global Village

See also: Zoom Technologies

951 Broken Sound Parkway, 

Ste. 350

Boca Raton, FL 33487

561-997-7202 (Modems)

Fax: 561-997-2163

e-mail: modemtech@

globalvillage.com

www.globalvillage.com

The Golden Grain Co.

PO Box 049003

Chicago, IL 60604-9003

Toll free: 1-800-421-2444

www.ricearoni.com

Gold’s Gym

International

Member Relations

358 Hampton Dr.

Venice, CA 90291

310-392-3005

Toll Free: 1-800-457-5375

www.goldsgym.com

Goldstar

See: L.G. Electronics Inc

Goodrich Corporation

Consumer Relations Dept.

PO Box 19001

Greenville, SC 29602-9001

Toll free: 1-877-788-8899

www.bfgoodrichtires.com

The Goodyear Tire &

Rubber Co.

Department 728

1144 East Market St.

Akron, OH 44316

Toll free: 1-800-321-2136

Fax: 330-796-6829

www.goodyear.com

Gordon’s Jewelers

See: Zale Corporation

Toll free: 1-888-467-3661

www.gordonsjewelers.com

Greyhound Lines, Inc.

PO Box 660362, MS 490

Dallas, TX 75266-0689

214-849-8966

Toll free: 1-800-229-9424 (Fares

and Schedules)

TDD toll free: 1-800-345-3109

www.greyhound.com

GTCO Calcomp

14555 North 82nd St.

Scottsdale, AZ 85260

480-948-6540

Toll free: 1-800-856-0732

Fax: 480-948-5508

www.calcomp.com

Guess? Inc.

Consumer Services

1444 South Alameda St.

Los Angeles, CA 90021

213-765-3100
Member of SOCAP International, see page 41. 55

CORPORATE CONSUMER ONSUMER CONTACTS

Home Shopping

Network (HSN)

Customer Service

1 HSN Dr.

St. Petersburg, FL 33729

727-872-1000

Toll free: 1-800-284-3900

(Phone Orders)

Toll free: 1-800-933-2887

(Online Orders)

www.hsn.com

Homewood Suites

See: Hilton Hospitality Inc.

Toll free: 1-800 -225-5466

Hoover Company

Consumer Response Center

240 Edwards St.

Cleveland, TN 37311

330-499-9499

Toll free: 1-800-944-9200

www.hoover.com

Hormel Foods Co.

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.

PO Box 4090

Aberdeen, SD 57402-4090

Toll free: 1-800-544-9881

www.hojo.com

Huffy Bicycle Co.

Consumer Relations

901 Pleasant Valley Dr.

Springboro, OH 45066

937-743-5011

Toll free: 1-800-872-2453

Fax: 937-743-5022

e-mail: customer.service@

huffybikes.com

www.huffybikes.com

Humana Inc.

500 West Main St.

Louisville, KY 40202

502-580-1000

Hertz Corp.

Customer Relations

225 Brae Blvd.

Park Ridge, NJ 07656

201-307-2000

Toll free: 1-888-777-6095

TDD toll free: 1-800-654-2280

www.hertz.com

Hewlett-Packard Co.

3000 Hanover St.

Bldg. 6A, Mail stop 1247

Palo Alto, CA 94304

650-857-7166

Toll free: 1-800-752-0900 (Tech

Support)

Toll free: 1-800-752-0900

(General Inquiries)

Fax: 650-813-3254

e-mail: email_ecag@hp.com

www.hp.com

Highfalls Brewing Co., Inc.

Customer Service Department

445 St. Paul St.

Rochester, NY 14605

716-546-1030

Toll free: 1-800-SAY-GENNY

(729-4366)

Fax: 716-546-5011

www.highfalls.com

Hilton Hospitality Inc.

755 Crossover Lane

Building A2

Memphis, TN 38117

Toll free: 1-800-445-8667

www.hilton.com

Holiday Inn

Toll free: 1-800-465-4329

www.holiday-inn.co.uk

Home Depot, Inc.

2455 Paces Ferry Rd., NW

Atlanta, GA 30339

770-433-8211

Toll free: 1-800-553-3199

Fax: 770-384-3440

www.homedepot.com

Home Goods

See: TJX Companies, Inc.

www.homegoods.com

Hanes Hosiery

See: Sara Lee Corporation

Carol Brown,

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.

Consumer Relations

400 Plaza Dr.

Secaucus, NJ 07094

201-271-4800

Toll free: 1-800-275-1414

www.hartz.com

Hasbro, Inc.

Consumer Affairs Department

PO Box 200

Pawtucket, RI 02862

Toll free: 1-800-255-5516

Fax: 401-431-8082

e-mail:

Consumer_support@hasbro.com

www.hasbro.com

Hearth & Home

Technologies, Inc.

20802 Kensington Blvd.

Lakevillle, MN 55044

952-985-6000

Toll Free: 1-888-427-3973

e-mail: info@hearthnhome.com

www.fireplaces.com

Heinz North America

Consumer Resource Center

Heinz 57 Center

357 6th Ave.

Pittsburgh, PA 15222-2530

Toll free: 1-800-255-5750

Fax: 412-237-5291

www.heinz.com

Hershey Food Corp.

100 Crystal A Dr.

Hershey, PA 17033

717-534-7622

Toll free: 1-800-468-1714

www.hersheys.com

CORPORATE
56

CORPORATE CONSUMER ONSUMER CONTACTS

Member of SOCAP International, see page 45.

Toll free: 1-800-4-HUMANA

www.humana.com

Hyatt Hotels & Resorts

200 West Madison St., 30th Fl.

Chicago, IL 60606

312-750-1234

Toll free: 1-800-228-3336

Fax: 402-593-5151

www.hyatt.com

IA Proview Technology, Inc.

7372A Doig Drive

Garden Grove, CA 92841

714-799-3899

Toll free: 1-800-776-8439

Fax: 714-379-6290

e-mail:

customersupport@proview.net

www.proview.net

IBM (International

Business Machines

Corporation)

1500/1600 Riveredge Pkwy.

Atlanta, GA 30328

919-517-2480

770-858-5980

Toll free: 1-800-426-4968

(Customer service)

Fax: 770-644-5530

www.ibm.com

ICI Paints in North

America

925 Euclid Ave.

Cleveland, OH 44115

216-344-8000

Fax: 216-344-8900

www.icipaintsinna.com

Independence Air

Customer Support

45200 Business Ct.

Dulles, VA 20166

Toll free: 1-800-359-3594

www.flyi.com

Intel

Consumer Relations

1900 Prairie City Rd.

Folsom, CA 95630

I

916-377-7000 (Customer

Sservice)

916-356-8080 (Headquarters)

support.intel.com

Iomega

1821 West Iomega Way

Roy, UT 84067

Toll free: 1-888-446-6342 (Tech

Support)

e-mail: customersupport_super

@cs.iomega.com

www.iomega.com

J. Baker, Inc.

555 Turnpike Street

Canton, MA 02021

781-828-9300

www.cmrginc.com

J.P. Morgan Chase and

Company

270 Park Ave.

New York, NY 10017

212-270-6000

www.jpmorganchase.com

Jackson & Perkins

Nursery Stock

PO Box 9100

Medford, OR 97501

Toll free: 1-800-872-7673

Fax: 800-242-0329

www.jacksonandperkins.com

Jameson Inns, Inc.

Guest Services Dept.

8 Perimeter Ctr. East, Ste. 8050

Atlanta, GA 30346-1604

Toll free: 1-800-526-3766

e-mail:

comments@jamesoninns.com

www.jamesoninns.com

JanSport, Inc.

PO Box 1817

Appleton, WI 54912-1817

920-734-5708

e-mail:

consumer_relations@vfc.com

www.jansport.com

J

JCPenney Co., Inc.

See also: Eckerd Corporation

Corporate Customer Relations

PO Box 10001

Dallas, TX 75301-7303

972-431-1000

Toll free: 1-800-322-1189 (Online

Orders)

Toll free: 1-800-709-5777 (Phone

Orders)

www.jcpenney.com

Jenn-Air

See: Maytag Corporation

Toll free: 1-800-688-1100

www.jennair.com

Jenny Craig Intl.

Customer Care

5770 Fleet Street

Carlsbad, CA 92008

Toll free: 1-800-JENNYCARE

e-mail: jennycraig@tpli.com

www.jennycraig.com

JetBlue Airways Corp.

Customer Relations

PO Box 17435

Salt Lake City, UT 84117-7435

Toll free: 1-800-538-2583

TDD toll free: 1-800-336-5530

Fax: 801-944-4840

www.jetblue.com

Jewell-Osco

See: Albertson’s

Toll free: 1-800-539-356

www.jewelosco.com

Jiffy Lube Intl., Inc.

Customer Service

PO Box 4458

Houston, TX 77210-4458

(713) 546-4100

Toll free: 1-800-344-6933

www.jiffylube.com

Jockey International,

Inc.

2300 60th St.

PO Box 1417

Kenosha, WI 53141-1417

262-658-8111

Toll free: 1-800-JOCKEY-1

www.jockey.com
57 Member of SOCAP International,

see page 41.

Provided financial support for the publication

of the Consumer Action Handbook.

CORPORATE CONSUMER ONSUMER CONTACTS

Key Tronic Corporation

North 4424 Sullivan Road

Spokane, WA 99214

509-928-8000

Toll free: 1-800-262-6006

Fax: 509-927-5383

www.keytronic.com

KFC (Kentucky Fried

Chicken)

See: YUM! Brands, Inc.

1441 Gardiner Lane

Louisville, KY 40213

Toll free: 1-800-225-5532

www.kfc.com

Kimberly-Clark Corp.

Cindy Van Grinsven,

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

10845 Kinsman Rd.

PO Box 193

Newbury, OH 44065

440-564-9111

Toll free: 1-800-944-9283

Fax: 440-564-9541

e-mail:

custserv@kinetico.com

www.kinetico.com

Kinko’s

See also: Federal Express

Customer Relations

PO Box 1935

Provo, UT 84603-9926

Toll-free: 1-800-254-6567

e-mail: customerrelations@

fedexkinkos.com

The Kirby Company

Customer Relations

1920 West 114th St.

Cleveland, OH 44102

216-228-2400

Toll free: 1-800-494-8586

Fax: 216-529-6146

e-mail:

consumer@kirbywhq.com

www.kirby.com

Fax (Toll free): 1-800-543-4981

www.justborn.com

JVC Co. of America

Michael Colicchio,

Customer Relations

1700 Valley Rd.

Wayne, NJ 07494

973-315-5000

Toll free: 1-800-252-5722

Fax: 973-315-5042

e-mail: customerrelation@

jvcamerica.com

www.jvcservice.com

Kawasaki Motor Corp.,

U.S.A.

PO Box 25252

Santa Ana, CA 92799-5252

949-460-5688

Toll free: 1-800-661-RIDE

www.kawasaki.com

KB Toys Inc.

Customer Service

100 West Street

Pittsfield, MA 01201

413-496-3000 (Stores)

303-228-9000 (Kbtoys.com)

Toll free: 1-877-452-5437 

www.kbtoys.com

Kellogg Company

Consumer Affairs

PO Box CAMB

Battle Creek, MI 49016

269-961-2000

Toll free: 1-800-962-1413

www.kelloggs.com

Kelly Springfield Tire Co.

See: Goodyear Tire & Rubber Co.

www.kelly-springfield.com

Kemper Insurance Co.

Customer Relations

1 Kemper Dr., 11-SE

Long Grove, IL 60049

847-320-3237

Toll free: 1-800-833-0355

www.kemperinsurance.com

K

John Hancock Financial

Services, Inc.

PO Box 111

Boston, MA 02117

617-572-6385

Toll free: 1-800-732-5543

TDD toll free: 1-800-832-5282

Fax: 617-572-8707

www.jhancock.com

Johns-Manville Corp.

PO Box 5108

Denver, CO 80217-5108

303-978-2000

Toll free: 1-800-654-3103

www.jm.com

Johnson & Johnson

Consumer Products, Inc.

199 Grandview Rd.

Skillman, NJ 08558

908-874-1000

Toll free: 1-877-565-5465

www.jnj.com

Johnson Publishing Co., Inc.

820 S. Michigan Ave.

Chicago, IL 60605

www.johnsonpublishing.com

Jordache Enterprises, Inc.

1400 Broadway, 15th Fl.

New York, NY 10018

212-944-1330

e-mail: contact@

jordachevintage.com

www.jordache.com

Jostens, Inc.

Customer Care

5501 American Blvd. West

Minneapolis, MN 55437

Toll free: 1-800-854-7464

www.jostens.com

Juno Online Services

See: United Online Inc.

www.juno.com

Just Born, Inc

Customer Relations

1300 Stefko Blvd.

Bethlehem, PA 18017

610-867-7568

Toll free: 1-800-645-3453

CORPORATE
58 Member of SOCAP International, see page 41.

KitchenAid

Customer Satisfaction Center

P.O. Box 218

701 Main Street

St. Joseph, MI 49085

616-923-4600

Toll free: 1-800-422-1230 (Large

Appliances)

Toll free: 1-800-541-6390 (Small

Appliances)

www.kitchenaid.com

Kmart Corp.

Customer Service

3100 West Big Beaver Rd.

Troy, MI 48084

248-643-1000

Toll free: 1-866-562-7848

Fax: 248-463-2563

e-mail: Kmartccn@kmart.com

www.Kmart.com

Kohler Co.

444 Highland Dr.

Mail Stop 10

Kohler, WI 53044

920-457-4441

Toll free: 1-800-456-4537

www.kohler.com

Kohl’s Corporation

Customer Service

N. 56 W 17000 Ridgewood Dr.

Menomonee Falls, WI 53051

262-703-7000

Toll free: 1-800-694-2647

Fax: 262-703-6198

e-mail:

customerservice@kohls.com

www.kohls.com

Konica Minolta Bus.

Solutions U.S.A., Inc.

Consumer Products Group

101 Williams Dr.

Ramsey, NJ 07446

201-825-4000 (Equipment)

www.minoltausa.com

Kraft Foods, Inc.

Tamara J. Hartweg,

1 Kraft Court

Glenview, IL 60025

Toll free: 1-800-323-0768

Fax: 847-646-7853

www.kraftfoods.com

Kroger Co.

1014 Vine St.

Cincinnati, OH 45202

Toll free: 1-800-632-6900

(Product information)

Toll free: 1-866-221-4141

(Customer Comments)

www.kroger.com

Kroll Ontrack Inc.

9023 Colombine Rd.

Eden Prairie, MN 55347-4182

952-937-5161

Toll free: 1-800-872-2599

Fax: 952-937-5815

www.krollontrack.com

Kyocera Optics, Inc.

2301-200 Cottontail Lane

Somerset, NJ 08873

732-560-0060

Toll free: 1-800-526-0266

americas.kyocera.com

L.G. Electronics Inc

PO Box 240007

Huntsville, AL 35824

256-772-8860

Toll free: 1-800-243-0000

Fax (Toll free): 1-800-448-4026

www.lgservice.com

LA Gear

2850 Ocean Park Blvd.

Santa Monica, CA 90405

310-452-4327

Toll free: 1-800-786-7800

www.lagear.com

Land O’Lakes, Inc.

Consumer Affairs

PO Box 64101

St. Paul, MN 55164-0101

651-481-2135

Toll free: 1-800-328-4155

Fax: 651-481-2959

www.landolakes.com

Land’s End, Inc

Consumer Service

1 Lands’ End Ln.

Dodgeville, WI 53595

608-935-9341

L

Toll free: 1-800-332-4700

TTY Toll free: 1-800-541-3459

Fax: 800-332-0103

e-mail:

landsend@landsend.com

www.landsend.com

Lane Furniture

PO Box 1627

Hwy 145 South

Tupelo, MS 38802

662-566-3456

www.lanefurniture.com

La-Z-Boy, Inc.

Consumer Services

1284 North Telegraph Rd.

Monroe, MI 48162-3309

734-242-1444

e-mail: cservice@

la-z-boy.com

www.la-z-boy.com

Leap Wireless Intl.

10307 Pacific Center Ct.

San Diego, CA 92121

858-882-6000

Toll free: 1-877-977-5327

Fax: 858-882-6010

www.leapwireless.com

Lee Jeans

Consumer Services

9001 West 67th St.

Merriam, KS 66202

Toll free: 1-800-453-3348

e-mail: leemail@vfc.com

www.leejeans.com

L’eggs Products Inc.

See also: Sara Lee Corp.

Consumer Relations

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

LEGO Systems Inc

Consumer Affairs

555 Taylor Rd.

PO Box 1600

Enfield, CT 06083-1600

Toll free: 1-800-422-5346

CORPORATE CONSUMER ONSUMER CONTACTS
59 Member of SOCAP International,

see page 41.

Provided financial support for the publication

of the Consumer Action Handbook.

Fax: 860-763-7754

www.lego.com

Lennox Industries, Inc.

PO Box 799900

Dallas, TX 75379-9900

972-497-5000

Toll-free: 1-800-953-6669 ext. 3144

Fax: 972-497-5299

www.davelennox.com

Levi Strauss & Co.

1155 Battery St.

San Francisco, CA 94111

415-501-6000

Toll free: 1-800-USA-LEVI

Fax: 415-501-7112

www.levi.com

Levolor/Kirsch Window

Fashion

See: Newell Rubbermaid Inc.

4110 Premier Dr.

High Point, NC 27265

336-812-8181

Toll free: 1-800-538-6567

e-mail: info@levolor.com

www.levolor.com

www.kirsch.com

Lexmark International

740 New Circle Rd.

Lexington, KY 40550

Toll free: 1-800-332-4120 (Inkjet

Printers)

Toll free: 1-800-539-6275 (Laser

Printers)

Toll free: 1-800-253-9778

(Warranty Information)

www.lexmark.com

Liberty Mutual

Insurance Group

Customer Service, MS 01D

175 Berkeley St.

Boston, MA 02117-0140

617-357-9500

Toll free: 1-800-344-0197 ext. 41015

Fax: 617-574-6688

e-mail: PresidentialSvcTeam

@LibertyMutual.com

www.libertymutual.com

Lillian Vernon

Corporation

100 Lillian Vernon Drive

Virginia Beach, VA 23479-0002

757-430-1500

Toll free: 1-800-901-9291

TDD toll free: 1-800-285-5536

Fax (Toll free): 1-800-852-2365

www.lillianvernon.com

The Limited, Inc.

Customer Service

Three Limited Pkwy.

Columbus, OH 43230

Toll free: 1-800-756-4449

www.limited.com

Lincoln Electric Co.

Machine and Consumables

22801 St. Claire Ave.

Cleveland, OH 44117

Toll free: 1-800-833-9353

Fax: 216-481-2309

www.lincolnelectric.com

L.L. Bean, Inc.

Casco St.

Freeport, ME 04033

207-865-4761

Toll free: 1-800-441-5713

TDD toll free: 1-800-545-0090

Fax: 207-552-3080

www.llbean.com

Long John Silver’s

Restaurants, Inc.

See: YUM! Brands, Inc.

1441 Gardiner Ln.

Louisville, KY 40213

Toll free: 1-888-806-3474

www.ljsilvers.com

The Longaberger

Company

Customer Satisfaction

1500 East Main St.

Newark, OH 43055

740-321-3447

TDD/TTY: 740-321-3770

Fax: 740-321-3737

e-mail: info@longaberger.com

www.longaberger.com

L’Oreal Cosmetics

PO Box 98

Westfield, NJ 07091-9987

Toll free: 1-800-332-2036

(Cosmetics)

Toll free: 1-800-631-7358 (Hair)

www.lorealusa.com

Los Angeles Times

202 W. First St.

Los Angeles, CA 90012

213-237-5000

www.latimes.com

Lowe’s Companies, Inc.

Customer Care

PO Box 1111

North Wilkesboro, NC 28656

Toll free: 1-800-445-6937

www.lowes.com

MAACO Enterprises, Inc.

381 Brooks Road

King of Prussia, PA 19406

610-337-6155

Toll free: 1-800-523-1180

www.maaco.com

Macromedia, Inc.

600 Townsend St.

San Francisco, CA 94103-4945

415-252-2000

Toll free: 1-800-470-7211

www.macromedia.com

Macy’s East

See also: Federated

Department Stores, Inc.

Customer Service

151 West 34th St.

New York, NY 10001

212-695-4400

Toll free: 1-800-526-1202

www.macys.com

Macy’s West

See also: Federated

Department Stores, Inc.

50 O’Farrell St.

San Francisco, CA 94102

Toll free: 1-800-877-2655

www.macys.com

M

CORPORATE

CORPORATE CONSUMER ONSUMER CONTACTS
60 Member of SOCAP International, see page 41.

CORPORATE CONSUMER ONSUMER CONTACTS

Magic Chef

See: Maytag Corporation.

Magnavox

See: Philips Consumer

Electronics North America

Toll free: 1-800-705-2000

Mannington Mills, Inc.

Consumer Affairs Dept.

PO Box 30

Salem, NJ 08079

856-935-3000 ext. 5864

Toll free: 1-800-356-6787

Fax: 856-339-6099

www.mannington.com

Marriott Corporation

Guest Relations

1818 N 90th St.

Omaha, NE 68114

Toll free: 1-800-535-4028

e-mail: marriottguest

relations@marriott.com

www.marriott.com

Marshall Field’s

Guest Relations

700 on the Mall

Minneapolis, MN 55402-2065

612-375-3382

www.marshallfields.com

Marshalls Inc.

See: TJX Companies, Inc.

www.marshallsonline.com

Massachusetts Mutual

Insur. Co. (Mass Mutual)

Director of Customer

Relations

1295 State St.

Springfield, MA 01111-0001

413-788-8411

Toll free: 1-800-487-7844

Fax (Toll free): 1-888-599-0010

www.massmutual.com

MasterCard

International

(Contact your issuing bank first)

PO Box 28468-0968

St. Louis, MO 63146-0968

Toll free: 1-800-622-7747

TDD toll free: 1-800-300-3069

e-mail: CustomerService

Center@mastercard.com

www.mastercard.com

Masterfoods

800 High St.

Hackettstown, NJ 07840

908-852-1000

Toll free: 1-800-222-0293

e-mail: askus@

masterfoodsusa.com

www.masterfoods.com

Mattel, Inc.

Worldwide Consumer Affairs

333 Continental Blvd.

El Segundo, CA 90245-5012

310-252-2000

Toll free: 1-800-524-TOYS

Fax: 310-252-4190

www.mattel.com

Maxtor Corporation

Customer Relations

500 McCarthy Blvd.

Milpitas, CA 95035

Toll free: 1-800-262-9867

www.maxtor.com

May Dept. Stores Co.

Customer Service

611 Olive St.

St. Louis, MO 63101

314-342-6300

www.maycompany.com

Maybelline, Inc.

PO Box 1010

Clark, NJ 07066-1010

Toll free: 1-800-944-0730

www.maybelline.com

Mayflower Transit, LLC.

PO Box 26150

Fenton, MO 63026-1350

636-305-4000

Toll free: 1-800-428-1234

www.mayflower.com

Maytag Corporation

240 Edwards St.

Cleveland, TN 37311

Toll free: 1-800-688-9900

TDD toll free: 1-800-688-2080

www.maytag.com

McCormick & Co., Inc.

Consumer Affairs

211 Schilling Circle

Hunt Valley, MD 21031

410-527-6541

Toll free: 1-800-632-5847

Fax: 410-527-6005

www.mccormick.com

McDonald’s Corp.

Customer Satisfaction Dept.

Kroc Dr.

Oak Brook, IL 60523

Toll free: 1-800-244-6227

www.mcdonalds.com

McGraw-Hill Co., Inc.

Customer Service

PO Box 182604

Columbus, OH 43272

212-512-2000

Toll free: 1-877-833-5524

Fax: 614-759-3749

e-mail: customer.service@

mcgraw-hill.com

www.mcgraw-hill.com

MCI

Customer Service

PO Box 4600

Iowa City, IA 52244-4600

Toll free: 1-888-MCI-LOCAL

(Consumers)

Toll free: 1-800-436-4444 (Small

Business)

www.mci.com

McKee Foods Corp.

PO Box 750

Collegedale, TN 37315

Toll free: 1-800-522-4499

www.mckeefoods.com

Medco Health Solutions Inc.

Public Affairs

100 Parsons Pond Dr.

Franklin Lakes, NJ 07417

201-269-3400

www.medco.com

Meineke Car Care

Centers, Inc.

Customer Relations Dept.

PO Box 32401

Charlotte, NC 28232-2401
61 Member of SOCAP International,

see page 41.

Provided financial support for the publication

of the Consumer Action Handbook.

e-mail: info@mutualfunds.net

www.mutualfunds.net

Miles Kimball Co.

Customer Service

41 West 8th Ave.

PO Box 3600

Oshkosh, WI 54903-3600

Toll free: 1-800-255-4590

TDD: 920-231-5506

Fax: 920-231-6942

www.mileskimball.com

Miller Brewing

Company

3939 W. Highland Blvd

Milwaukee, WI 53208

414-931-2000

www.millerbrewing.com

The Milnot Company

Consumer Services

100 South Fourth St.

St. Louis, MO 63102

Toll free: 1-877-MILNOT1

www.milnot.com

Milton Bradley

See: Hasbro, Inc.

Toll free: 1-800-836-7025

Minolta Corp.

See: Konica Minolta Business

Solutions U.S.A., Inc.

Minwax

See also: Sherwin-Williams

10 Mountain View Rd.

Upper Saddle River, NJ 07458

Toll free: 1-800-523-9299

e-mail:

askminwax@sherwin.com

www.minwax.com

Mitsubishi Digital

Electronics America, Inc.

Consumer Relations Dept.

9351 Jeronimo Rd.

Irvine, CA 92618

949-830-8364

Toll free: 1-800-332-2119

Fax: 949-465-6147

www.mitsubishi-tv.com

TDD toll free: 1-800-262-3340

www.merrilllynch.com

Mervyn’s

22301 Foothill Blvd.

Mailstop 2115

Hayward, CA 94541

Toll free: 1-800-MERVYNS

e-mail:

guest.relations@mervyns.com

www.mervyns.com

MetLife, Inc.

Corp. Consumer Relations

500 Schoolhouse Rd.

Johnstown, PA 15904

814-269-8371

Toll free: 1-800-638-5000

Fax: 814-269-8022

e-mail: bgriffin2@metlife.com

www.metlife.com

Michelin N. America, Inc.

Consumer Relations Dept.

PO Box 19001

Greenville, SC 29602-9001

Toll free: 1-800-847-3435

www.michelin-us.com

Michigan Bulb Co.

Customer Service

P. O. Box 4180

Lawrenceburg, IN 47025

513-354-1498

e-mail: service@

michiganbulb.com

michiganbulb.com

Microsoft Corporation

1 Microsoft Way

Redmond, WA 98052-6399

425-882-8080

www.microsoft.com

Midas Inc.

1300 Arlington Heights Rd.

Itasca, IL 60143

Toll free: 1-800-621-0144

www.midas.com

Midas Mutual Funds 

PO Box 6110

Indianapolis, IN 46209-6110

212-363-1100

Toll free: 1-800-400-6432

Fax: 212-363-1101

704-377-3070

Toll free: 1-800-447-3070

www.meineke.com

Melitta USA, Inc.

Consumer Relations

13925 58th St. North

Clearwater, FL 33760

727-535-2111

Toll free: 1-888-635-4882

melitta.com

Mellon Financial Corp.

One Mellon Center

Room 5135

Pittsburgh, PA 15258-0001

412-234-5000

www.mellon.com

The Mentholatum Co., Inc.

Consumer Affairs

707 Sterling Dr.

Orchard Park, NY 14127

716-677-2500

Toll free: 1-800-688-7660

Fax: 716-677-9531

www.mentholatum.com

Mercury Marine

See also: Brunswick Corp.

W6250 Pioneer Road

PO Box 1939

Fond Du Lac, WI 54936-1939

920-929-5000

Fax: 920-929-5060

www.mercurymarine.com

Merillat Industries

5353 West U.S. 223

Adrian, MI 49221

517-263-0771

www.merillat.com

Merisant Worldwide, Inc.

10 South Riverside Plaza, Ste.

850

Chicago, IL 60606

312-840-6000

Toll free: 1-800-323-5316 (Equal)

www.merisant.com

Merrill Lynch & Co., Inc.

(contact local branch mngr. first)

PO Box 1520

Tennington, NJ 08534-1520

Toll free: 1-800 MERRILL

CORPORATE

CORPORATE CONSUMER ONSUMER CONTACTS
62 Member of SOCAP International, see page 41.

CORPORATE CONSUMER ONSUMER CONTACTS

The Mony Group

1740 Broadway

New York, NY 10019

212-708-2000

Toll free: 1-800-487-6669

www.mony.com

Monsanto Company

800 N Lindbergh Blvd.

St. Louis, MO 63167

314-694-1000

www.monsanto.com

Morgan Stanley

1585 Broadway

New York, NY 10036

212-397-4859

Toll free: 1-800-733-2307

www.morganstanley.com

Morton Intl., Inc

Consumer Affairs

123 N. Wacker Dr.

Chicago, IL 60606

312-807-2693

Fax: 312-807-2769

www.mortonsalt.com

Motorola, Inc.

1303 East Algonquin Road

Schaumburg, IL 60196

Toll free: 1-800-331-6456

TDD: 847-538-7116

www.motorola.com

Motts, Inc.

900 King Street

Rye Brook, NY 10573

914-612-4000

Toll free: 1-800-426-4891

www.motts.com

Movado Group, Inc.

650 From Rd.

Paramus, NJ 07071

201-267-8000

www.movadogroupinc.com

MSN Internet Services

MSN Consumer Advocate

One Microsoft Way

Redmond, WA 98052

Toll free: 1-800-386-5550

www.msn.com

Mutual of Omaha

Insurance Co.

Customer Service

Mutual of Omaha Plaza

Omaha, NE 68175

(402) 342-7600

Toll free: 1-800-775-6000

Fax: 402-351-3768

e-mail: individualclaims@

mutualofomaha.com

www.mutualofomaha.com/

Nabisco Foods Group

Consumer Affairs

100 DeForest Ave.

East Hanover, NJ 07936-1911

Toll free: 1-800-NABISCO

www.nabiscoworld.com

National Amusements, Inc.

200 Elm St.

Dedham, MA 02026

781-461-1600

www.nationalamusements.com

National Car Rental

System, Inc.

Customer Services

208 St James Ave.

Goose Creek, SC 29445

Toll free: 1-800-468-3334

www.nationalcar.com

National Fuel Gas Co.

Quality Assurance Department

10 Lafayette Square

Buffalo, NY 14203

Toll free: 1-800-453-3513 (NY)

Toll free: 1-800-352-1900 (PA)

Fax: 716-857-7061

www.nationalfuelgas.com

National Presto

Industries, Inc.

3925 North Hastings Way

Eau Claire, WI 54703-3703

715-839-2121

Fax: 715-839-2122

www.gopresto.com

N

Nationwide Financial

Network

Corporate Compliance

1000 Chesterbrook Blvd.

Berwyn, PA 19312-1181

610-407-1717

Toll free: 1-800-523-4681

Fax: 302-452-7634

www.nationwideprovident.com

Nautica Enterprises, Inc.

40 West 57th Street

New York, NY 10019

Toll free: 1-877-NAUTICA

www.nautica.com

NBC Universal, Inc.

Viewer Relations

30 Rockefeller Plaza

New York, NY 10112

212-664-2333

www.nbc.com

NCE Computer Group

1975 Friendship Dr., Ste. C

El Cajon, CA 92020

619-212-3000

Toll free: 1-800-767-2587

Near East Food

Products

See: Quaker Oats

The Neiman-Marcus

Group, Inc.

Customer Relations

PO Box 650589

Dallas, TX 75265-0589

214-761-2660

Toll free: 1-800-685-6695

Toll free: 1-888-888-4757

Fax: 214-761-2650

www.neimanmarcus.com

NestlÈ Purina PetCare

Company

Office of Consumer Affairs

Checkerboard Square

St. Louis, MO 63164

Toll free: 1-800-778-7462

Fax: 314-982-4580

www.purina.com
63 Member of SOCAP International,

see page 41.

Provided financial support for the publication

of the Consumer Action Handbook.

Nestle USA

Consumer Services Center

800 North Brand Blvd.

Glendale, CA 91203

Toll free: 1-800-225-2270

www.nestle.com

NetZero

See: United Online, Inc.

www.netzero.net

Neutrogena Corp.

See: Johnson & Johnson

Consumer Products, Inc.

Toll free: 1-800-582-4048

www.neutrogena.com

New England Life

Insurance Company

See: MetLife, Inc.

www.nefn.com

New York Life Insurance

Company

Corporate Compliance Dept.

1 Rockwood Road

Sleepy Hollow, NY 10591

914-846-3883

Fax: 914-846-5497

New York Magazine

Holdings LLC

444 Madison Ave., 14th Floor

New York, NY 10022-6999

212-508-0700

Toll free: 1-800-678-0900

www.newyorkmag.com

New York Times Co.

229 West 43rd St.

New York, NY 10036

(212) 556-1234

www.nytco.com

Newport News, Inc.

Easy Style Drive

Hampton, VA 23630-1291

Toll free: 1-800-828-2672

www.newport-news.com

Newsweek, Inc.

PO Box 5571

Harlan, IA 51593

Toll free: 1-800-631-1040

Fax (Toll free): 888-385-1428

www.newsweek.com

Toll free: 1-888-665-4228

e-mail:

customercare@nokia.com

www.nokiausa.com

Norelco Consumer

Products Co.

See: Philips Electronics North

America Corporation

1010 Washington Blvd.

PO Box 120015

Stanford, CT 06912-0015

Toll free: 1-800-243-7884

Fax: 203-975-1812

The North Face, Inc.

Customer Service

2013 Farallon Drive

San Leandro, CA 94577

Toll free: 1-800-447-2333

e-mail: tnf_consumer

services@vfc.com

www.thenorthface.com

Northwest Airlines

5101 Northwest Dr.

St. Paul, MN 55111-3034

612-726-2046

Toll free: 1-800-225-2525

TDD toll free: 1-800-328-2298

(Reservations)

www.nwa.com

Northwestern Mutual

Life Insurance Co.

Corporate Relations

720 East Wisconsin Ave.

Milwaukee, WI 53202

Toll free: 1-800-323-7033

Fax: 414-299-2463

www.northwesternmutual.com

Norwegian Cruise Line

Alice Cain-Moore,

Customer Relations

7665 Corporate Center Dr.

Miami, FL 33126

305-436-4000

Toll free: 1-800-327-7030

www.ncl.com

Novartis

Pharmaceuticals Corp.

One Health Plaza

East Hanover,, NJ 07936-1080

Nextel

Communications, Inc.

Customer Service

2001 Edmund Halley Dr.

Reston, VA 20191

703-433-4000

Toll free: 1-800-639-6111

Fax: 703-433-4343

www.nextel.com

Nexxus Products Co.

PO Box 1274

Santa Barbara, CA 93116-9976

805-968-6900

Toll free: 1-800-444-6399

Fax: 805-968-6540

www.nexxusproducts.com

Niagara Mohawk

Admn. and Consumer Advocacy

535 Washingon St, 5th Floor

Buffalo, NY 14203

716-857-4807

Toll free: 1-800-443-1832

e-mail: Sharon.bentzonei@

us.ngrid.com

www.nationalgrid.us.com/

niagaramohawk

Nike, Inc.

Consumer Services

1 Bowerman Drive

Beaverton, OR 97005-6453

503-671-6453

Toll free: 1-800-344-6453

www.nike.com

Nikon Inc.

Toll free: 1-800-645-6678

www.nikonusa.com

Nine West Group Inc.

Customer Relations

9 West Plaza

1129 Westchester Ave.

White Plains, NY 10604

914-640-6400

Toll free: 1-800-999-1877

www.ninewest.com

Nokia USA

Customer Contact Center

7725 Woodland Center Blvd.

Ste. 150

Tampa, FL 33614

CORPORATE

CORPORATE CONSUMER ONSUMER CONTACTS
64 Member of SOCAP International, see page 41.

CORPORATE CONSUMER ONSUMER CONTACTS

Toll free: 1-888-669-6682

www.novartis.com

Novell, Inc.

1555 North Technology Way

Orem, UT 84097

Toll free: 1-800-453-1267

Toll free: 1-800-858-4000 (Tech

Support)

Fax: 801-861-6711

e-mail:

customer_service@novell.com

www.novell.com

Nu Tone, Inc.

Consumer Relations

4820 Redbank Rd.

Cincinnati, OH 45227

513-527-5100

Toll free: 1-888-336-3948

e-mail: ask@nutone.com

www.nutone.com

The NutraSweet

Company

Customer Service

1762 Lovers Lane

Augusta, GA 30901

Toll free: 1-800-323-5321

www.nutrasweet.com

NutriSystem, Inc.

200 Welsh Road

Horsham, PA 10944

215-706-5300

Toll free: 1-800-861-0448

Fax: 215-706-5388

www.nutrisystem.com

Ocean Spray

Cranberries Inc.

Consumer Affairs Department

One Ocean Spray Dr.

Lakeville-Middleboro, MA 02349

Toll free: 1-800-662-3263

Fax: 508-923-0036

www.oceanspray.com

Office Depot, Inc.

2200 Old Germantown Rd.

Delray Beach, FL 33445

561-438-4800

Toll free: 1-888-463-3768

O

Orkin

Custoemr Care Center

2170 Piedmont Rd., NE

Atlanta, GA 30324

404-329-7400

Toll free: 1-800-346-7546

Fax: 404-633-2315

www.orkin.com

Oster

See: Sunbeam Products, Inc.

www.oster.com

Owens Corning

1 Owens Corning Pkwy.

Toledo, OH 43659-0001

419-248-8000

Toll free: 1-800-GET-PINK

www.owenscorning.com

PalmOne, Inc.

Customer Service

400 N. McCarthy Blvd.

Milpitas, CA 95054

408-878-9000

www.palmone.com

PalmSource, Inc.

1240 Crossman Avenue

Sunnyvale, CA 94089

408-400-3000

Toll free: 1-888-956-7256

www.palmsource.com

Panasonic Computer

Solutions Company

Consumer Affairs

Panazip 2F-3

1 Panasonic Way

Secaucus, NJ 07094

201-348-7000

Toll free: 1-800-211-7262

www.panasonic.com

Paper Direct, Inc

See: Current, Inc.

Toll free: 1-800-272-7377

www.paperdirect.com

Paramount Cards, Inc

Customer Service

400 Pine St.

Pawtucket, RI 02860

401-726-0800

P

Toll free: 1-800-937-3600 (Store

Issues)

Fax: 561-438-4001

www.officedepot.com

OfficeMax, Inc.

Customer Service

3605 Warrensville Center Rd.

Shaker Heights, OH 44122

216-471-6531

Toll free: 1-888-669-2778

Fax (Toll free): 1-888-414-3371

e-mail: customerresolution@

boiseoffice.com

www.officemax.com

Okidata

Toll free: 1-800-654-3282

Olan Mills, Inc.

Customer Service

4325 Amnicola Hwy.

PO Box 23456

Chattanooga, TN 37422-3456

Toll free: 1-800-251-6320

Fax: 423-499-3864

www.olanmills.com

Olympus America

2 Corporate Center Dr.

Melville, NY 11747

631-844-5000

Toll free: 1-800-622-6372 (Film

Cameras)

Toll free: 1-888-553-4448

(Digital Cameras)

Toll free: 1-800-622-6372

(Binoculars)

www.olympusamerica.com

Oneida, Ltd.

Customer Service

Oneida, NY 13461-2899

315-361-3000

Toll free: 1-800-877-6667

www.oneida.com

Orbitz, Inc.

Customer Service

200 South Wacker Drive, Ste. 1900

Chicago, IL 60606

312-894-5000

Toll free: 1-888-656-4546

Fax: 312-894-5001

www.orbitz.com
65 Member of SOCAP International,

see page 41.

Provided financial support for the publication

of the Consumer Action Handbook.

Atlanta, GA 31146-7300

212-536-0500

Toll free: 1-800-555-0050

(Lighting)

Toll free: 1-800-531-0039 (Audio,

TV, DVD and Video)

Toll free: 1-877-835-1838 (PC

Monitors)

Toll free: 1-888-873-4672

(Projectors)

www.philipsusa.com

Phillips-Van Heusen Corp.

Customer Services

1001 Frontier Rd., Ste. 100

Bridgewater, NJ 08807

908-685-0050

Toll free: 1-800-388-9122

Toll free: 1-800-388-9122

www.pvh.com

Pioneer Electronics

Service, Inc.

Customer Service

PO Box 1760

Long Beach, CA 90810

Toll free: 1-800-421-1404

Fax: 310-952-2821

www.pioneerelectronics.com

Pirelli Tire Corporation

100 Pirelli Drive

Rome, GA 30161

203-784-2200

Toll free: 1-800-747-3554

Fax: 706-368-5800

e-mail: consumer.affairs@

us.pirelli.com

www.us.pirelli.com

Pizza Hut

See: YUM! Brands, Inc.

14841 Dallas Parkway

Dallas, TX 75254

Toll free: 1-800-948-8488

www.pizzahut.com

Playskool

See: Hasbro Inc.

Toll free: 1-800-752-9755

Playtex Products Inc.

Consumer Affairs

75 Commerce Dr.

Allendale, NJ 07401

Pepsi-Cola Co.

Christine Jones,

1 Pepsi Way

Somers, NY 10589-2201

Toll free: 1-800-433-2652

Fax: 914-767-6177

www.pepsico.com

Perdue Farms Inc.

Consumer Relations

PO Box 1537

Horsham, PA 19044-6656

Toll free: 1-800-473-7383

www.perdue.com

Pernod Ricard USA

Customer Relations

777 Westchester Ave.

Whitte Plains, NY 10604

914-539-4500

www.pernod-ricardusa.com

Pfizer Inc

Consumer Affairs

182 Tabor Rd.

Morris Plains, NJ 07950

Toll free: 1-800-879-3477

(Prescription Medicines)

Toll free: 1-800-223-0182 

(Non-prescription Consumer 

Products)

TDD toll free: 1-800-343-7805

www.pfizer.com

Pharmavite Corp.

Consumer Affairs

PO Box 9606

Mission Hills, CA 91346

Toll free: 1-800-276-2878

Toll free: 1-800-314-HERB

(Nature’s Resource)

www.vitamin.com

Philip Morris USA

Consumer Response Center

PO Box 26603

Richmond, VA Richmond

Toll free: 1-800-343-0975

www.philipmorris.com

Philips Consumer

Electronics North

America

Customer Service

64 Perimeter Center East

PO Box 467300

Toll free: 1-800-343-2239

Fax: 401-726-0920

e-mail: paramount_cards@

compuserve.com

www.paramountcards.com

Parker Brothers

See: Hasbro, Inc.

Toll free: 1-888-836-7025

Pathmark Stores, Inc.

Noreen MacConchie

Customer Relations

200 Milik St., M220

Carteret, NJ 07008

732-499-3500

Toll free: 1-800-272-8462

Fax: 732-499-6897

e-mail: customers@

pathmark.com

pathmark.com

Pella Corporation

Customer Service Department

102 Main St.

Pella, IA 50219

641-628-1000

Toll free: 1-800-374-4758

(Service and Repair)

Fax: 515-628-6070

www.pella.com

Pennzoil

See also: Shell Oil Company

Pennzoil Place

PO Box 2967

Houston, TX 77252-2967

713-546-4000

Toll free: 1-800-990-9811

www.pennzoil.com

Pentair Pool Products, Inc.

Customer Support

1620 Hawkins Ave.

Sanford, NC 27330

919-774-4151

Toll free: 1-800-831-7133

www.pentairpool.com

Pepperidge Farm, Inc.

595 Westport Ave.

Norwalk, CT 06851

Toll Free: 1-888-737-7374

www.pepperidgefarm.com

CORPORATE

CORPORATE CONSUMER ONSUMER CONTACTS
66 Member of SOCAP International, see page 41.

CORPORATE CONSUMER ONSUMER CONTACTS

Toll free: 1-800-451-7847 (Rug

Cleaners, Woolite)

Toll free: 1-888-GLOVES1

(Playtex Gloves)

Toll free: 1-888-532-2229 (Baby

Magic)

Toll free: 1-888-723-3786

(Banana Boat Sun Care)

Toll free: 1-888-724-7500

(Ogilvie Hair Care)

Toll free: 1-800-843-6430

(Diaper Genie)

Fax: 201-785-8202

www.playtexproductsinc.com

Plextor America

48383 Fremont Blvd., Ste. 120

Santa Clara, CA 94538

510-440-2000

Toll free: 866-856-0357 (Online

Store Rep)

Fax: 510-651-9755

www.plextor.com

Polaroid Corp.

201 Burlington Rd.

Bedford, MA 01730

781-386-2000 (Collect Calls

Accepted Within MA)

Toll free outside MA: 1-800-

343-5000

Fax: 781-386-5605

www.polaroid.com

Polo/Ralph Lauren Corp.

Consumer Relations

4100 Beachwood Dr.

Greensboro, NC 27410

Toll free: 1-800-775-7656

Fax: 336-632-9097

Price Chopper

Supermarkets

Consumer Marketing Services

501 Duanesburg Rd.

Schenectady, NY 12306

518-355-5000

www.pricechopper.com

Primedia Consumer

Magazines

745 Fifth Ave.

New York, NY 10151

212-745-0100

Fax: 212-745-0121

e-mail: information@

primedia.com

www.primedia.com

Procom Technology, Inc.

17571 Von Karman Ave.

Irvine, CA 92614

949-852-1000

Toll free: 1-800-800-8600

e-mail: info@procom.com

www.procom.com

The Procter & Gamble Co.

Consumer Relations

PO Box 599

Cincinnati, OH 45202

513-983-1100

(Toll free numbers appear on

all labels)

www.pg.com

Prudential Financial, Inc.

Policyowner Relations Dept.

PO Box 1136

Minneapolis, MN 55440-1136

Toll free: 1-800-201-6690

Toll free: 1-800-486-3770

TDD toll free: 1-800-526-8061

www.prudential.com

Public Clothing

Company

1407 Broadway, 38th Floor

New York, NY 10018

212-768-8440

www.publicclothing.com

Publishers Clearing

House

Consumer Affairs

382 Channel Dr.

Port Washington, NY 11050

516-944-4918

Toll free: 1-800-337-4724

Fax: 516-883-5769

e-mail: cirving@pch.com

www.pch.com

The Quaker Oats Co.

PO Box 049003

Chicago, IL 60604-9003

(312) 821-1000

www.quakeroats.com

Q

Quantum Corp.

1650 Technology Dr., Ste. 800

San Jose, CA 95110-1382

408-944-4000

Toll free: 1-800-624-5545

www.quantum.com

Quark, Inc.

Quark Distribution, Inc.

PO Box 12027

Cheyenne, WY 82003

307-772-7100

Toll free: 1-800-676-4575

Fax: 307-772-7123

e-mail: cservice@quark.com

www.quark.com

QVC Inc.

Customer Service

1200 Wilson Drive at Studio Park

West Chester, PA 19380

610-701-1000

Toll free: 1-800-367-9444

TDD toll free: 1-800-544-3316

www.qvc.com

Qwest Communications

International, Inc.

1801 California St.

Denver, CO 80202

303-992-1400

Toll free: 1-800-244-1111 

(Residential Sales and Billing)

Toll free: 1-800-573-1311 

(Residential Repair)

Toll free: 1-800-899-7780 

(Corporate Headquarters)

Toll free: 1-800-255-6920 

(Executive Offices)

TDD toll free: 1-800-955-5833

Fax: 303-992-1724

www.qwest.com

Radio Shack

Corporation

Customer Care

200 Taylor Street, Ste. 600

Fort Worth, TX 76102

817-415-3200

Toll free: 1-800-843-7422

Fax: 817-415-3240

www.radioshack.com

R
Member of SOCAP International, see page 41. 67

Toll free: 1-800-256-6649

www.rccl.com

Royal Silk

6117 Harrison Place

West New York, NJ 07093

Toll free: 1-800-962-6262

www.royalsilk.com

Rubbermaid

Consumer Services – Home

Products

3320 W. Market St

Fairlawn, OH 44333

Toll free: 1-888-895-2110

Fax: 330-869-7258

www.rubbermaid.com

Safeway, Inc.

8060 S. Kyrene Rd.

Tempe, CA 85284

925-467-3000

Toll free: 1-877-SAFEWAY

www.safeway.com

Saks Fifth Avenue

Customer Relations

12 East 49th St., 4th Floor

New York, NY 10017

212-940-5027

Toll free: 1-800-239-3089

Fax: 212-940-5031

Samsonite Corporation

Customer Relation

PO Box 90124

Allentown, PA 18109

Toll free: 1-800-262-8282

www.samsonite.com

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

S

Toll free: 1-800-243-9700

Fax: 336-548-7801

www.remington.com

Remington Products Co.

See: Rayovac Corporation

Toll free: 1-800-736-4648

www.remington-products.com

Rich-Seapak Corp.

Corporate Quality Assurance

PO Box 20670

McKinnon Airport Rd.

St. Simons Island, GA 31522

912-638-5000

Toll free: 1-888-732-7251

www.rich-seapak.com

Ricoh Corporation

5 Dedrick Place

West Caldwell, NJ 07006

973-882-2000

Toll free: 1-800-327-8349 

(Support)

e-mail: tech@ricohdms.com

www.ricoh-usa.com

Rodale, Inc.

Customer Satisfaction Call Ctr.

33 E. Minor St.

Emmaus, PA 18098

610-967-5171

Toll free: 1-800-848-4735

(Books)

e-mail: info@rodale.com

www.rodale.com

Rolex Watch U.S.A. Inc.

Gregory Kras

665 Fifth Ave., 5th Floor

New York, NY 10022

212-758-7700

Fax: 212-980-2166

www.rolex.com

Roto-Rooter Corp.

300 Ashworth Rd.

West Des Moines, IA 50265

515-223-1343

www.roto-rooter.com

Royal Caribbean

Cruises Ltd.

Customer Support

1050 Caribbean Way

Miami, FL 33132

Rayovac Corporation

PO Box 44960

Madison, WI 53744

Toll free: 1-800-237-7000

e-mail:

consumers@rayovac.com

www.rayovac.com

Readers Digest Assoc.,

Inc.

Customer Service

Readers Digest Rd.

Pleasantville, NY 10570-7000

914-238-1000

Toll free: 1-800-234-9000

Toll free: 1-800-846-2100

TDD toll free: 1-800-735-4327

Fax: 914-238-4559

www.readersdigest.com

Reckitt Benckiser, Inc.

Consumer Relations

Morris Corporate Center IV

399 Interpace Parkway,

Parsippany, NJ 07470

Toll free: 1-800-228-4722

www.reckittprofessional.com

Regal Ware Inc.

Consumer Service

1675 Reigle Dr.

Kewaskum, WI 53040

262-626-2121

www.westbend.com

Reliance Standard Life

Insurance Co.

Customer Service

2001 Market Street, Ste. 1500

Philadelphia, PA 19103

215-864-4445

Toll free: 1-800-644-1103

(Reliance)

Toll free: 1-800-353-3986 (First

Reliance)

Fax: 267-256-3532

e-mail:

customer.service@rsli.com

www.rsli.com

Remington Arms

Company, Inc.

870 Remington Drive

PO Box 700

Madison, NC 27025-0700

CORPORATE

CORPORATE CONSUMER ONSUMER CONTACTS
68 Member of SOCAP International, see page 41.

CORPORATE CONSUMER ONSUMER CONTACTS

Sanofi-Avenis

300-400 Somerset Corp. Blvd.

Bridgewood, NJ 08807

908-231-4000

Toll free: 1-800-207-8049

(Customer Information)

Toll free: 1-800-633-1610

(Medical Information)

www.aventis.com

Sara Lee Foods

Consumer Affairs

10151 Carver Rd.

PO Box 45225

Cincinnati, OH 45242

Toll free: 1-800-328-2426

Fax: 513-936-2790

www.saraleefoods.com

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

SBC Communications, Inc.

Customer Relations

175 E Houston St. Ste. 100

San Antonio, TX 78205

210-821-4105

Toll free: 1-800-464-7928

Fax: 210-351-2071

www.sbc.com

SC Johnson and Son, Inc.

1525 Howe St.

Racine, WI 53403

262-260-2000

Toll free: 1-800-558-5252

Fax: 262-260-4805

www.scjohnsonwax.com

ScanSoft

9 Centenniel Dr.

Peobody, MA 91960

978-977-2000

Toll free: 1-800-654-1187 

www.scansoft.com

Schering-Plough

HealthCare Products, Inc.

Consumer Relations

3030 Jackson Ave.

Memphis, TN 38151-0001

901-320-2386

Toll free: 1-800-842-4090

Fax: 901-320-2292

The Scotts Company

Consumer Service

14111 Scottslawn Rd.

Marysville, OH 43041

Toll free: 1-888-270-3714

www.scotts.com

Scudder Investments

Customer Service Dept.

PO Box 219669

Kansas City, MO 64121

Toll free: 1-800-225-5163

www.myscudder.com

Seagate Technology, Inc.

Customer Support

920 Disc Dr.

Scotts Valley, CA 95066

Toll free: 1-800-732-4283 (Tech

Support)

TDD: 405-324-3655

www.seagate.com

Sealy Corporation

Consumer Support

1 Office Pkwy.

Trinity, NC 27370

336-861-3500

Toll-free: 1-800-MY-SEALY

www.sealy.com

Sears, Roebuck and Co.

National Customer Relations

3333 Beverly Rd.

Hoffman Estates, IL 60179

847-286-2500

Toll free: 1-800-549-4505

Fax (toll free): 1-800-427-3049

www.sears.com

Seiko Corporation of

America

1111 MacArthur Blvd.

Mahwah, NJ 07430

201-529-5730

e-mail: custserv@

scamahwah.com

www.seikousa.com

Seiko Instruments USA

1309 Rutherford, Ste. 169

Austin, TX 78753

512-349-3800

Toll free: 1-800-443-3617

Fax (Toll free): 1-800-988-5464

e-mail: custserv@siimi

seikoinstruments.com

Sempra Energy

Customer Service

101 Ash St.

San Diego, CA 92101-3017

Toll free: 1-800-411-7343

(SDG&E)

Toll free: 1-800-427-2200

(SoCalGas)

www.sempra.com

Seneca Foods Corp.

3736 South Main Street

Marian, NY 14505

315-0926-8100

Toll free: 1-800-872-1110

Fax: 315-926-8300

e-mail: consumer_affairs@

senecafoods.com

www.senecafoods.com

Serta, Inc.

Customer Service

5401 Trillium Blvd. Ste. 250

Hoffman Estates, IL 60192

847-645-0200

Toll free: 1-800-426-0371

Fax: 847-645-0205

e-mail:

customer.service@serta.com

www.serta.com

7-Eleven, Inc

Customer

PO Box 711

Dallas, TX 75221

Toll free: 1-800-255-0711

www.7-Eleven.com

Sharp Electronics Corp.

Dorothy Scott,

1300 Naperville Dr.

Romeoville, IL 60446

Toll free: 1-800-237-4277

www.sharpusa.com
69 Member of SOCAP International,

see page 41.

Provided financial support for the publication

of the Consumer Action Handbook.

Toll free: 1-800-222-7669

Fax: 941-768-7790

www.sel.sony.com

Southwest Airlines

Constomer Relations Dept.

Love Field

PO 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

Speigel Catalog, Inc.

Customer Relations

3500 Lacey Rd.

Downers Grove, IL 60515-5432

Toll free: 1-800-474-5555

www.spiegel.com

Spencer Gifts, Inc.

Customer Service Dept.

6826 Black Horse Pike

Egg Harbor Township, NJ 08234

609-645-3300

Toll free: 1-800-762-0419

www.spencergifts.com

Springs Industries Inc.

PO Box 70

Fort Mill, SC 29716

803-547-1500

Toll free: 1-888-926-7888

Toll free: 1-800-221-6352 

(window products)

www.springs.com

Sprint

PO Box 8077

London, KY 40742

Toll free: 1-888-211-4727

www.sprint.com/consumerinfo

St. Paul Travelers

Companies, Inc.

Consumer Affairs

One Tower Square 5GS

Hartford, CT 06183-9079

Toll free: 1-800-328-2189

www.stpaultravelers.com

212-698-7000

Fax: 212-698-7099

Simple Tech, Inc.

3001 Daimler St.

Santa Ana, CA 92705

Toll free: 1-800-859-0553

www.simpletech.com

Singer Sewing Co.

Consumer Affairs

PO Box 7017

LaVergne, TN 37086

Toll free: 1-800-474-6437

e-mail: talktous@singerco.com

www.singerco.com

Slim-Fast Foods Co.

Consumer Services Dept.

PO Box 3625

West Palm Beach, FL 33402

561-833-9920

Toll free: 1-877-375-4632

Toll free: 1-800-Slim-Fast

e-mail: support@slimfast.com

www.slimfast.com

Snapper Power Equipment

535 Macon Rd.

McDonough, GA 30253

770-954-2500

770-957-9141

Toll free: 1-888-477-8650

Fax: 770-957-7981

www.snapper.com

Snapple Beverage Corp.

709 Westchester Ave.

White Plains, NY 10604

Toll free: 1-800-Snapple

www.snapple.com

Sonesta Intl. Hotels Corp.

116 Huntington Ave, 9th Floor

Boston, MA 02116

617-421-5400

Toll free: 1-800-SONESTA

Fax: 617-421-5402

e-mail: info@sonesta.com

www.sonesta.com

Sony Corp. of America

Consumer Info. Service Ctr.

12451 Gateway Blvd.

Fort Myers, FL 33913

941-768-7600

Sharper Image

Corporation

650 Davis St.

San Francisco, CA 94111

Toll free: 1-800-344-5555

e-mail: care@web.

sharperimage.com

www.sharperimage.com

Shell Oil Co.

ATTN: TellShell US

PO Box 2463

Houston, TX 77252

713-241-6161

Toll free: 1-888-467-4355

www.shellus.com

Sherwin-Williams Co.

Midland Bldg

101 Prospect Ave., NW

PO Box 647

Cleveland, OH 44115

216-566-2000

Toll free: 1-800-474-3794

(Sherwin Williams)

Toll free: 1-800-647-9365

www.sherwin-williams.com

Shoney’s, Inc.

Guest Relations

1717 Elm Hill Pike

Nashville, TN 37210

615-391-5395

Toll free: 1-877-474-6639

Fax: 615-231-2621

www.shoneys.com

Siemens

Communications

900 Broken Sound Pkwy.

Boca Raton, FL 33487

561-923-5000

www.siemens.com

The Simmons Co.

Consumer Service

1900 Beaver Ridge Circle

Norcross, GA 30071

Toll free: 1-877-399-9397

Fax: 770-613-8579

www.simmons.com

Simon and Schuster

1230 Avenue of the Americas

New York, NY 10020

CORPORATE

CORPORATE CONSUMER ONSUMER CONTACTS
70 Member of SOCAP International, see page 41.

CORPORATE CONSUMER ONSUMER CONTACTS

Stanley Hardware 

Customer Service

480 Myrtle St.

New Britain, CT 06053

860-225-5111

Toll free: 1-800-622-4393

Staples, Inc.

Consumer Affairs

500 Staples Dr.

Framingham, MA 01701

508-253-5000

Toll free: 1-800-378-2753

Toll free: 1-800-338-0252 (Store

Relations)

www.staples.com

State Fair Foods, Inc.

Consumer Affairs

3900 Meacham Blvd.

Haltom City, TX 76117

817-427-7700

Toll free: 1-800-294-3247

Fax: 817-427-7777

www.consumer@state

fairfoods.com

State Farm Mutual

Automobile Insur. Co.

Executive Customer Service

One State Farm Plaza

Bloomington, IL 61710

309-766-6393

www.statefarm.com

Stop & Shop

Supermarket Co., Inc.

Public Affairs

PO Box 55888

Boston, MA 02205-5888

Toll free: 1-800-767-7772

Fax: 617-770-6033

www.stopandshop.com

Sunbeam Products, Inc.

Consumer Affairs

PO Box 948389

Maitland, FL 32794

Toll free: 1-800-458-8407

Fax (Toll free): 1-800-478-6737 

www.sunbeam.com

Swatch Watch USA

Customer Service

55 Metro Way, Ste. #1

Secaucus, NJ 07094-1905

201-271-1400

www.swatch.com

The Swiss Colony, Inc.

Customer Service

1112 Seventh Ave.

Monroe, WI 53566

608-324-4600

Toll free: 1-800-544-9036

Fax: 608-242-1001

e-mail: swisscolony@

sccompanies.com

www.swisscolony.com

Symantec Corporation

Customer Service

20330 Stephens Creek Blvd.

Cupertino, CA 95014

Toll free: 1-800-441-7234

Fax: 541-335-5020

www.symantec.com

Syngenta

410 Swing Rd.

Greensboro, NC 27409

336-632-6000

Toll free: 1-800-334-9481

www.syngenta-us.com

T.J. Maxx

See: TJX Companies, Inc.

www.tjmaxx.com

Taco Bell

See also: YUM! Brands, Inc.

Customer Relations

17901 Von Karman

Irvine, CA 92614

Toll free: 1-800-TacoBell

www.tacobell.com

Talbots

Public Relations Depatment

1 Talbots Dr.

Hingham, MA 02043

781-749-7600

Toll free: 1-800-992-9010

Toll free: 1-800-TALBOTS

Toll free: 1-800-533-3201

TDD toll free: 1-800-624-9179

Fax: 781-741-4136

T

Target Stores

PO Box 9350

Minneapolis, MN 55440-9350

612-307-9800

TTY toll free: 1-800-347-5842

Fax: 612-304-4996

www.target.com

TEAC America, Inc.

7733 Telegraph Rd.

Montebello, CA 90640

323-726-0303

Fax: 323-727-7621

www.teac.com

Teleflora

11444 West Olympic, 4th Floor

Los Angeles, CA 90064

Toll free: 1-800-421-4051

Fax: 310-966-3666

teleflora.com

Tenneco, Inc.

500 North Field Dr.

Lake Forest, IL 60045

847-482-5000

www.tenneco-automotive.com

Tetley USA Inc.

Consumer Affairs Dept.

PO Box 856

100 Commerce Dr.

Shelton, CT 06484-0856

203-929-9200

Toll free: 1-800-728-0084

Fax: 203-929-9261

www.tetleyusa.com

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

3COM Corporation

350 Campus Drive

Marlborough, MA 01752-3064

508-323-5000

Toll free: 1-800-876-3266

Fax: 508-323-1111

support.3com.com/index.htm
Member of SOCAP International, see page 41. 71

Cincinnati, OH 45246-5658

513-682-8200

Fax: 513-682-8606

e-mail:

consumeraffairs@totes.com

www.totes.com

Tourneau, Inc.

3 East 54th St., 3rd Floor

New York, NY 10022

212-758-3265

Toll free: 1-800-348-3332

www.tourneau.com

Toys “R” Us

Guest Relations

1 Geoffrey Way

Wayne, NJ 07470-2030

Toll free: 1-800-869-7787

www.toysrus.com

Trane

Residential Customer Relations

PO Box 9010

Tyler, TX 75707

903-581-3200 (Residential)

608-787-2000 (Commercial)

www.trane.com

Trans Union, LLC

PO Box 2000

Post Office Box 2000

Chester, PA 19022

610-546-4600

Toll free: 1-800-888-4213

Fax: 610-546-4605

Travelocity.com L.P.

Customer Service

15100 Trinity Blvd.

Fort Worth, TX 7615576155

Toll free: 1-888-Travelocity

www.travelocity.com

Tripp Literan

Office of Consumer Affairs

111 W. 35th St.

Chicago, IL 60609

773-869 1234

www.triplite.com

True Value Company

8600 West Bryn Mawr

Chicago, IL 60631-3505

773-695-5000

www.truevalue.com

T-Mobile Wireless

Customer Relations

PO Box 37380

Albuquerque, NM 87176-7380

Toll free: 1-800-937-8997 

(Current Customers Only)

Toll free: 1-800-T-MOBILE

Fax: 505-998-3775

www.tmobile.com

Togo’s

See: Allied Domecq Quick

Service Restaurants

www.togos.com

Tone Brothers, Inc.

2301 S.E. Tone’s Dr.

Ankeny, IA 50021

515-965-2711

Toll free: 1-800-247-5251

e-mail:

spice_advice@tones.com

www.spiceadvice.com

Top Flite Professional

Golf Company

Consumer Department

425 Meadow St.

PO Box 901

Chicopee, MA 01021-0901

413-536-1200

Toll free: 1-866-834-6532 option 3

www.topflite.com

The Toro Co.

Consumer Service

8111 Lyndale Ave., South

Bloomington, MN 55420

612-888-8801

Toll free: 1-800-348-2424 ext. 4001

e-mail:

consumer.service@toro.com

www.toro.com

Toshiba America

82 Totowa Rd.

Wayne, NJ 07470

Toll free: 1-800-631-3811

e-mail: tacpsvc@aol.com

www.toshiba.com

Totes/Isotoner

Helen Baur

Consumer Affairs

9655 International Blvd.

3M

Customer Relations

3M Center

St. Paul, MN 55144-1000

651-737-6501

Toll free: 1-800-364-3577

Fax (Toll free): 1-800-713-6329

Fax: 651-737-7117

www.3m.com

Thrifty Rent A Car

System, Inc.

5310 East 31st St.

Tulsa, OK 74135

Toll free: 1-800-334-1705

Fax: 918-669-2060

e-mail:

customercare@thrifty.com

www.thrifty.com

Time Warner, Inc.

One Time Warner Center

New York, NY 10019

212-484-8000

www.timewarner.com

Time, Inc.

3000 University Center Dr.

Tampa, FL 33612

813-979-6105

Toll free: 1-800-541-1000

Fax: 813-979-6615

www.time.com

Timex Corp.

PO Box 2740

Little Rock, AR 72203-2740

501-372-1111

Toll free: 1-800-448-4639

Fax: 501-370-5747

www.timex.com

TJX Companies, Inc.

770 Cochituate Rd.

Framingham, MA 01701

508-390-1000

Toll free: 1-877-746-7259 

(A. J. Wright)

Toll free: 1-800-926-6299 

(T.J. Maxx)

Toll free: 1-800-888-0776 

(Home Goods)

Toll free: 1-888-627-7425

(Marshalls)

www.tjx.com

CORPORATE

CORPORATE CONSUMER ONSUMER CONTACTS
72 Member of SOCAP International,

see page 41.

Provided financial support for the publication

of the Consumer Action Handbook.

CORPORATE CONSUMER ONSUMER CONTACTS

Tupperware Corp.

Customer Care

PO Box 2353

Orlando, FL 32802

Toll free: 1-800-366-3800

www.tupperware.com

Turtle Wax, Inc.

Consumer Affairs

5655 West 73rd St.

Chicago, IL 60638-

708-563-3600

Toll free: 1-800-805-7695

Fax: 708-563-4302

www.turtlewax.com

TV Guide

ATTN: Customer Relations

Four Radnor Corporate Center

100 Matson Ford Rd.

Radnor, PA 19088

Toll free: 1-800-866-1400

Fax: 610-687-6965

www.tvguide.com

TXU

TXU Electric and Gas Co.

1601 Bryan St.

Dallas, TX 75201-3401

972-791-2888

Toll free: 1-800-242-9113

Toll free: 1-800-460-3030

Toll free: 1-800-468-3388

Fax (Toll free): 1-800-232-9448 

www.txu.com

Tyson Foods

PO Box 2020

Springdale, AR 72765-2020

501-290-4714

Toll free: 1-800-233-6332

Fax: 501-290-7930

e-mail: barberw@tyson.com

www.tyson.com

UBS Financial Services Inc.

Client Relations

PO Box 859

Weehawken, NJ 07086

201-352-4936

Toll free: 1-800-354-9103

financialservicesinc.ubs.com

U

U-Haul International

Customer Service

PO Box 21502

Phoenix, AZ 85036-1502

602-263-6771

Toll free: 1-800-789-3638

www.uhaul.com

Umax Technologies

10460 Brockwood Rd.

Dallas, TX 75238

214-342-9799 (Main Office)

214-739-1915 (Tech Support)

www.umax.com

Uniden America Corp.

Customer Service

4700 Amon Carter Blvd.

Fort Worth, TX 76155

817-858-3300

Toll free: 1-800-297-1023

TTY toll free: 1-800-874-9314

Fax: 817-858-3927

e-mail: cservice@uniden.com

www.uniden.com

Unilever

Consumer Services

800 Sylvan Ave.

Englewood Cliffs, NJ 07632

Toll free: 1-800-621-2013

Toll free: 1-800-782-8301

www.unilever.com

Unilever Cosmetics Intl.

Consumer Affairs

350 Clark Dr.

Mt. Olive, NJ 07828

Toll free: 1-800-715-4023

Fax: 973-426-7764

e-mail: consumer-affairs.uci@

unilever.com

Uniroyal Tires

Consumer Relations

PO Box 19001

Greenville, SC 29602-9001

Toll free: 1-877-458-5878

www.uniroyal.com

Unisys Corporation

Customer Satisfaction

Unisys Way

Blue Bell, PA 19424

215-986-4011

Toll free: 1-800-874-8647

www.unisys.com

United Airlines

Customer Relations

PO Box 66100

Chicago, IL 60666

Toll free: 1-877-228-1327

Fax (Toll free): 1-877-406-1059 

www.ual.com

United Online Inc.

2301 Burbank Blvd.

Woodland Hills, CA 91367

www.unitedonline.com

United Parcel Service of

America, Inc. (UPS)

Customer Service

55 Glenlake Parkway, NE

Atlanta, GA 30328

770-828-4300

Toll free: 1-800-742-5877

TY toll free: 1-800-833-0056

Fax: 404-828-6204

www.ups.com

United Van Lines, Inc.

PO Box 26120.

Fenton, MO 63026

314-326-3100

Toll free: 1-800-948-4885

www.unitedvanlines.com

US Airways

Consumer Affairs

PO Box 1501

Winston-Salem, NC 27102

336-661-8126

Fax: 336-661-8187

www.usairways.com

The Valvoline Company

PO Box 14000

Lexington, KY 40512

Toll free: 1-800-TEAM-VAL

www.valvoline.com

Verizon Communications, Inc.

1095 Ave. of the Americas

New York, NY 10036

Toll free: 1-800-483-7988

TTY toll free: 1-800-974-6006

www.verizon.com

V
73 Member of SOCAP International,

see page 41.

Provided financial support for the publication

of the Consumer Action Handbook.

(Weight Watchers frozen

entrees and frozen desserts)

www.weightwatchers.com

Wendy’s Intl., Inc.

Dept. 1350

PO Box 256

Dublin, OH 43017-0256

614-764-3100

Toll free: 1-800-443-7266

Fax: 614-764-6707

www.wendys.com

West Bend Cookware

See: Regal Ware Inc.

Western Digital

20511 Lake Forest Drive

Lake Forest, CA 92630

949-672-7000

Toll free: 1-800-275-4932

www.wdc.com

Western Union Financial

Services, Inc.

Customer Relations

13022 Hollenberg Dr.

Bridgeton, MO 63044

314-291-8000

Toll free: 1-800-634-1311

Fax: 314-291-5271

www.westernunion.com

Western Wireless Corp.

Customer Relations

2001 NW Sammamish Rd.

Issaquah, WA 98027

425-586-8700

Toll free: 1-800-635-0304

cellularone.com

WestPoint Stevens Inc.

Consumer Affairs

PO Box 71

West Point, GA 31833-0609

Toll free: 1-800-533-8229

e-mail:

consumer.affairs@wpstv.com

www.westpointstevens.com

Wet Seal Inc.

26972 Burbank

Foothill Ranch, CA 92610

949-583-9029

Fax: 949-583-0715

www.wetseal.com

Toll free: 1-800-328-8251

Fax: 763-519-3563

www.wagnerspraytech.com

Walgreen Co.

Consumer Relations

200 Wilmot Rd.

Deerfield, IL 60015

847-914-2704

Toll free: 1-800-289-2273

Fax: 847-914-3105

www.walgreens.com

Wal-Mart Stores, Inc.

702 SW Eighth St.

Bentonville, AR 72716-0117

501-273-4000

Toll free: 1-800-WAL-MART

Fax: 501-621-2063

e-mail: letters@wal-mart.com

www.wal-mart.com

Walter Drake, Inc.

4630 Forge Rd., Ste. A

Colorado Springs, CO 80907

719-638-2400

Toll free: 1-800-525-9291

Fax: 719-638-2595

wdrake.com

Waste Management, Inc.

1001 Fannin Street, Ste. 4000

Houston, TX 77002

713-512-6200

www.wastemanagement.com

Water Pik Technologies

1730 East Prospect Rd.

Fort Collins, CO 80553-0001

970-484-1352

Toll free: 1-800-525-2774

Fax: 970-221-8715

www.waterpik.com

Weider Health and

Fitness

21100 Erwin St.

Woodland Hills, CA 91367

818-884-6800

Toll free: 1-800-423-5590

Weight Watchers

Gourmet Food Co.

PO Box 10

Boise, ID 83707

Toll free: 1-800-762-0228

Viacom, Inc.

Karen Zatorski

Coporate Relations

1515 Broadway, 51st Floor

212-258-6000

www.viacom.com

Victoria’s Secret Stores

Customer Service

Four Limited Parkway East

Reynoldsburg, OH 43068

Toll free: 1-800-888-1500

TDD toll free: 1-800-666-0268

www.victoriassecret.com

Visa USA, Inc.

(Contact your issuing bank first)

PO Box 8999

San Francisco, CA 94128-8999

Toll free: 1-800-VISA-911

www.visa.com

Vivendi Universal Games

Comments

6060 Center Drive, 2nd Floor

Los Angeles, CA 90045

310-649-8033 (Technical

Support)

Toll free: 1-800-757-7707

(Customer Service)

e-mail: games.comment@

vugames.com

www.vugames.com

Wachovia Corporation

Customer Service

1525 West W.T. Harris Blvd.

Charlotte, NC 28212

Toll free: 1-800-922-4684

wachovia.com

Wachovia Securities, LLC

Brokerage Services Operations

Liaison

10750 Wheat First Drive

Glen Allen, VA 23060

www.wachoviasec.com

Wagner Spray Tech Corp.

Customer Service

1770 Fernbrook Lane

Plymouth, MN 55447

763-553-7000

W

CORPORATE

CORPORATE CONSUMER ONSUMER CONTACTS
74 Member of SOCAP International, see page 41.

Whirlpool Corp.

553 Benson Rd.

Benton Harbor, MI 49022

616-923-7700

Toll free: 1-800-253-1301

Fax: 616-923-7829

www.whirlpool.com

The White Rain Co.

Consumer Affairs Dept.

3120 Williams Road

Brandon, FL 06810

813-622-8895

Toll free: 1-800-575-7960

e-mail: comments@

whiterain.com

www.whiterain.com

Wilke/Thornton, Inc.

545 Metro Place South, Ste. 430

Dublin, OH 43017

614-792-6900

Toll free: 1-800-860-6901

Fax: 614-792-6901

e-mail: assistance@

wilke-thornton.com

www.wilke-thornton.com

Williams-Sonoma, Inc.

10000 Covington Cross Dr.

Las Vegas, NV 89144

702-360-7000

Toll free: 1-800-541-1262

Fax: 702-360-7091

www.williams-sonomainc.com

Winn Dixie Stores, Inc.

Consumer Affairs

PO Box B

Jacksonville, FL 32203

904-783-5000

www.winn-dixie.com

Winnebago Industries

Owner Relations

605 W. Crystal Lake Rd.

PO Box 152

Forest City, IA 50436-0152

Toll free: 1-800-537-1885

Fax: 641-585-6704

e-mail: or@winnabagoind.com

www.winnebagoind.com

Toll free: 1-800-821-2797 

(Customer Relations)

www.xerox.com

Yahoo! 

Customer Service

701 First Ave.

Sunnydale, CA 94089

408-349-1572

e-mail: help@yahoo.com

www.yahoo.com

Yamaha Motor

Corporation

Customer Relations

6555 Katella Ave.

Cypress, CA 90630

714-761-7435

Toll free: 1-800-962-7926

Fax: 714-761-77303

www.yamaha-motor.com

Yashica

See: Kyocera Optics, Inc.

YUM! Brands, Inc.

1441 Gardiner Ln.

Louisville, KY 40213

Toll free: 1-800-544-5774

www.yum.com

Zale Corp.

Customer Service

MS 6A-6

901 W. Walnut Hill Lane

Irving, TX 75038-1003

e-mail:

CustomerService@zales.com

Zenith Electronics Corp.

See also: L.G. Electronics Inc

Customer Service

2000 Millbrook Drive

Lincolnshire, IL 60069

Toll free: 1-800-243-0000

www.zenith.com

Z

Y

Woodworker’s Supply, Inc. 

Customer Service

1108 N. Glen Rd.

Casper, WY 82601

505-821-0574, ext. 3001

Toll free: 1-800-231-2748, ext.

3001

Fax (Toll free): 1-800-853-9663 

woodworker.com

Wrangler

VF Jeanswear LP—Quality

Control

1421 South Elm St.

Greensboro, NC 27406

336-332-3564

Toll free: 1-800-888-8010

e-mail: wranglerweb@vfc.com

www.wrangler.com

Wm. Wrigley Jr. Co.

Barbara Zibell,

Consumer Affairs

410 North Michigan Ave.

Chicago, IL 60611

312-644-2121

Fax: 312-644-0015

www.wrigley.com

Wyeth Consumer Health

Care

Product Quality

PO Box 26609

Richmond, VA 23261-6609

973-660-5000

Toll free: 1-800-322-3129

www.wyeth.com

Wyse Technology

3471 North First St.

San Jose, CA 95134

408-473-1200

Toll free: 1-800-438-9973

www.wyse.com

Xerox Corp.

PO Box 1600

800 Long Ridge Rd.

Stamford, CT 06904

203-968-3000

Toll free: 1-800-275-9376

Toll free: 1-800-822-2200 

(Supplies)

X

CORPORATE CONSUMER ONSUMER CONTACTS
Member of SOCAP International, see page 41. 75

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. 

If you are still unsuccessful, consider contacting the automotive dispute resolution programs

listed at the end of this section. The method used to resolve your dispute may be arbitration,

conciliation or mediation. Decisions of arbitrators are usually binding and must be accepted by

both the customer and the business. Ask for a copy of the rules of the program before you file

your case.

Another source of help resolving a problem with a vehicle may be a local or state consumer

agency (see p. 79). If you have a new vehicle, be sure to ask whether you have any protections

under a state lemon law.

If you have a safety problem with your vehicle, report it to the National Highway Traffic Safety

Administration Auto Safety Hotline (p. 121). NHTSA also provides recall and crash test information.

Acura

Acura

Customer Relations

Department

1919 Torrance Blvd. 500-2N-7E

Torrance, CA 90501-2746

Toll free: 1-800-382-2238

Toll free:1-800-594-8500

(Roadside Assistance)

Fax: 310-783-3535

www.acura.com

Alfa

Alfa Romeo Distributors of

North America, Inc.

7453 Brokerage Drive

Orlando, FL 32809

407-856-5000

www.alfaromeo.com

American Honda Motor

Co., Inc.

American Honda Motor Co.,

Inc.

Consumer Affairs Department

1919 Torrance Blvd.

Torrance, CA 90501-2746

310-783-2000

Toll free: 1-800-999-1009

Fax: 310-783-3273

www.honda.com

BMW of North America,

Inc.

BMW of North America, Inc.

Corporate Office

Customer Relations

300 Chestnut Ridge Rd.

Woodcliff Lake, NJ 07675

201-307-4000

Toll free: 1-800-831-1117

Fax: 201-930-8362

www.bmwusa.com

Buick Division General

Motors Corp.

Buick Division General

Motors Corp.

Customer Assistance Center

PO Box 33136

Detroit, MI 48232-5136

313-556-5000

Toll free: 1-800-521-7300

Toll free: 1-800-252-1112

(Roadside Assistance)

TDD toll free: 1-800-832-8425

www.buick.com

Cadillac Motor Car

Division

Cadillac Motor Car Division

Customer Assistance Center

PO Box 33169

Detroit, MI 48232-5169

Toll free: 1-800-458-8006

TDD toll free: 1-800-833-2622

www.cadillac.com

American Suzuki Motor

Corp.

American Suzuki Motor Corp.

Customer Relations

Department

PO Box 1100

3251 East Imperial Hwy.

Brea, CA 92822-1100

714-996-7040, ext. 380

(Motorcycles)

714-572-1490

Toll free: 1-800-934-0934 

(Automotive Only)

Fax: 714-524-2512

www.suzuki.com

Aston Martin

Aston Martin

Customer Relations

Department

U.S. National Headquarters

1 Premier Place

Irvine, CA 92618

949-341-5800

Toll free: 1-877-484-3724

www.astonmartin.com

Audi of America, Inc.

Audi of America, Inc.

Client Relations

3499 West Hamlin Rd.

Rochester Hills, MI 48309

Toll free: 1-800-822-2834

Fax: 248-754-6504

www.audiusa.com

CAR MANUFACTURERS CTURERS
76 Member of SOCAP International, see page 41.

Chevrolet Motor

Division, General

Motors Corp.

Chevrolet Motor Division,

General Motors Corp.

Customer Assistance Center

PO Box 33170

Detroit, MI 48232-5170

Toll free: 1-800-222-1020

Toll free: 1-800-243-8872

(Roadside Assistance)

TDD toll free: 1-800-833-2438

Fax: 313-556-5108

www.chevrolet.com

Daihatsu Motor Co.

Help Line (Technical Info.)

626-333-7897

Toll free: 1-800-777-7070

www.daihatsu.com

Daimler Chrysler

Daimler Chrysler Customer

Center

PO Box 21-8004

Auburn Hills, MI 48321-8004

Toll free: 1-800-992-1997

Fax: 248-512-8084

www.chrysler.com

Ferrari North America,

Inc.

Corporate Office

250 Sylvan Ave.

Englewood Cliffs, NJ 07632

201-816-2600

Fax: 201-816-2626

e-mail: administrative@

ferrari.com

www.ferrari.com

Ford 

Ford Motor Company

Customer Relationship Center

16800 Executive Plaza Dr.

PO Box 6248

Dearborn, MI 48121

Toll free: 1-800-392-3673

www.ford.com

Ford Dispute Settlement Board

PO Box 5120

Southfield, MI 48086-5120

Toll free: 1-800-428-3718

Toll free: 1-800-333-4KIA

Fax: 949-470-2812

www.kia.com

Land Rover

555 MacArthur Blvd.

Mahwah, NJ 07430

Toll free: 1-800-637-6837

Fax: 201-760-8514

e-mail: asklr@landrover.com

www.landrover.com/us

Lexus

A Division of Toyota Motor

Sales, U.S.A., Inc.

Customer Satisfaction

Department

Mail Drop L203, 19001 South

Western Ave.

Torrance, CA 90509-2732

Toll free: 1-800-25 LEXUS

Fax: 310-468-2992

www.lexus.com

Mazda Motor of

America, Inc.

Mazda North American

Operations

Customer Assistance Center

7755 Irvine Center Drive

Irvine, CA 92618

Toll free: 1-800-222-5500

Fax: 949-727-6703

www.mazdausa.com

Mercedes Benz USA,

Inc.

Mercedes Benz USA, Inc.

Customer Assistance Center

3 Paragon Dr.

Montvale, NJ 07645

Toll free: 1-800-367-6372

Fax: 201-476-6213

www.mbusa.com

Mitsubishi Motor

Mitsubishi Motors North

America, Inc.

Customer Relations

6400 Katella Ave.

Cypress, CA 90630-0064

Toll free: 1-800-MITSU-2004

www.mitsubishimotors.com

General Motors Corp.

Corporate Affairs/Community

Relations

100 Renaissance Center

Detroit, MI 48265

313-667-3800

313-556-5000

www.gm.com

GMC Division General

Motors Corp.

GMC Division, General

Motors Corp.

Customer Assistance Center

PO Box 33172

Detroit, MI 48232-5172

Toll free: 1-800-462-8782

Toll free: 1-800-223-7799

(Roadside Assistance)

TDD toll free: 1-800-462-8583

www.gmc.com

Hyundai Motor America

Hyundai Motor America

Consumer Affairs

10550 Talbert Ave.

PO Box 20850

Fountain Valley, CA 92728-0850

714-965-3000

Toll free: 1-800-633-5151

e-mail: cmd@hma.service.com

www.hyundaiusa.com

Isuzu Motors America,

Inc.

Owner Relations Department

16323 Shoemaker Ave.

Cerritos, CA 90703

Toll free: 1-800-255-6727

Fax: 562-921-9523

www.isuzu.com

Jaguar Cars

555 MacArthur Blvd.

Mahwah, NJ 07430

Toll free: 1-800-452-4827

Fax: 201-818-9781

e-mail: ask@jaguar.com

www.jaguarusa.com/us

Kia Motors America,

Inc.

Consumer Assistance Center

PO Box 52410

Irvine, CA 92619-2410

CAR MANUFACTURERS CTURERS
Toyota Motor Sales

USA, Inc.

Toyota Motor Sales USA, Inc.

Customer Assistance Center

Department H200

19001 S. Western Ave.

Torrance, CA 90509

310-468-4000

Toll free: 1-800-331-4331

TDD toll free: 1-800-443-4999

Fax: 310-468-7800

www.toyota.com

Volkswagen of America

Volkswagen of America

Customer Relations

Hills Corporate Center

3499 West Hamlin Rd.

Rochester Hills, MI 48309

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

PO Box 914

7 Volvo Dr., Bldg. A

Rockleigh, NJ 07647-0915

Toll free: 1-800-458-1552

Fax: 201-768-8695

www.volvocars.com

77 Member of SOCAP International,

see page 41.

Provided financial support for the publication

of the Consumer Action Handbook.

Nissan Motor Corp. in

USA

Nissan North America, Inc.

Consumer Affairs Group

PO Box 191

Gardena, CA 90248-0191

Toll free: 1-800-647-7261

Fax: 310-771-2025

www.nissan-usa.com

Oldsmobile Division

General Motors Corp.

Oldsmobile Division General

Motors Corp.

Customer Assistance

Network

PO Box 33171

Detroit, MI 48232-5171

Toll free: 1-800-442-6537

Toll free: 1-800-535-6537 

(Roadside Assistance)

TDD toll free: 1-800-833-6537

www.oldsmobile.com

Peugeot Motors of

America, Inc.

Peugeot Motors of America,

Inc.

Consumer Relations

Overlook at Great Notch

150 Clove Rd.

Little Falls, NJ 07424

973-812-4444

Fax: 973-812-2148

e-mail: peugeot2@

bellatlantic.net

www.peugeot.com

Pontiac Division,

General Motors Corp.

Pontiac Division, General

Motors Corp.

Customer Assistance Center

PO Box 33172

Detroit, MI 48232-5172

Toll free: 1-800-762-2737 (1-800-

PM-CARES)

Toll free: 1-800-762-3743 (1-800-

ROADSIDE)

TDD toll free: 1-800-833-7668

www.gm.com

Porsche Cars North

America, Inc.

Porsche Cars North America,

Inc.

Customer Commitment

Owner Relations

980 Hammond Dr., Ste. 1000

Atlanta, GA 30328

Toll free: 1-800-545-8039

Fax: 770-360-3711

www.porsche.com

Saab Cars USA, Inc.

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.

Saturn Corporation, Division

of General Motors Corp.

Saturn Customer Assistance

Center

100 Saturn Pkwy.

Spring Hill, TN 37174

931-486-5050

Toll free: 1-800-553-6000

TDD toll free: 1-800-833-6000

Fax: 931-486-5059

www.saturn.com

Schuman Carriage

Subaru

Schuman Carriage Subaru

1234 South Beretania St.

PO Box 2420

Honolulu, HI 96804

808-592-4464

Fax: 808-592-4494

Subaru of America, Inc.

Subaru of America, Inc.

National Customer Service

Center

Subaru Plaza, PO Box 6000

Cherry Hill, NJ 08034

Toll free: 1-800-782-2783

www.subaru.com

CAR MANUFACTURERS CTURERS
78

AUTOMOTIVE DISPUTE RESOLUTION PROGRAMS

BBB AUTO LINE

Council of Better Business

Bureaus, Inc.

4200 Wilson Blvd., Ste. 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

DOT Auto Safety Hotline

Office of Defects Investigation

400 7th St., SW

Washington, DC 20590

Toll free: 1-888-327-4236

TDD toll free: 1-800-424-9153

Fax: 202-366-7882

www.nhtsa.dot.gov/hotline

International Association of

Lemon Law Administrators

e-mail: ialla@ialla.net

www.TheLemonLaw.org

Motorist Assurance Program

7101 Wisconsin Ave., Ste. 1200

Bethesda, MD 20814

301-634-4954

301-634-4955

Fax: 202-318-0378

e-mail: map@motorist.org

www.motorist.org

National Automobile Dealers

Association

AUTOCAP

8400 Westpark Dr.

McLean, VA 22102

Toll free: 1-800-252-6232

www.nada.org

National Institute for

Automotive Service

Excellence (ASE)

101 Blue Seal Dr. SE, Ste. 101

Leesburg, VA 20175

703-669-6600

www.ase.com

RV Consumer Group

PO Box 520

Quilcene, WA 98376

Toll free: 1-800-405-3325 (Order Desk)

e-mail: rvgroup@rv.org

www.rv.org
79

Alabama

County Offices

Consumer Affairs Section

Office of the Attorney General

11 South Union St.

Montgomery, AL 36130

334-242-7335

Toll free in AL: 1-800-392-5658

www.ago.state.al.us

Alaska

State Offices

Consumer Protection Unit

Office of the Attorney General

1031 West 4th Ave., Ste. 200

Anchorage, AK 99501-5903

907-269-5100

Fax: 907-276-8554

www.law.state.ak.us

Arizona

State Offices

Consumer Protection and

Advocacy Section

Office of the Attorney General

1275 West Washington St.

Phoenix, AZ 85007

602-542-3702

602-542-5763 (Consumer

Information and Complaints)

Toll free in AZ: 1-800-352-8431

TDD: 602-542-5002

Fax: 602-542-4579

www.azag.gov

Consumer Protection

Office of the Attorney General

400 West Congress 

South Bldg., Ste. 315

Tucson, AZ 85701

520-628-6504

Toll free in AZ: 1-800-352-8431

Fax: 520-628-6532

www.azag.gov

County Offices

Greenlee County Attorney’s

Office

PO Box 1717

Clifton, AZ 85533

928-865-4108

Fax: 928-865-4665

Coconino County Attorney’s

Office

110 East Cherry Ave.

Flagstaff, AZ 86001

928-779-6518

Fax: 928-779-5618

co.coconino.az.us/countyattorney

Pinal County Attorney’s

Office

PO Box 887

Florence, AZ 85232

520-866-6271

Fax: 520-866-6423

e-mail: pinalcountyattorney@

co.pinal.az.us

www.pinalcounty.org/Attorney

Gila County Attorney’s Office

1400 East Ash St.

Globe, AZ 85501

928-425-3231, ext. 8630

Fax: 928-425-3720

Navajo County Attorney’s

Office

PO Box 668

Holbrook, AZ 86025

928-524-4026

Fax: 928-524-4244

Mohave County Attorney’s

Office

315 North 4th St.

PO Box 7000

Kingman, AZ 86402-7000

928-753-0719

Fax: 928-753-2669

Santa Cruz County Attorney’s

Office

2150 North Congress Dr., 

Ste. 201

Nogales, AZ 85621

520-375-7780

Fax: 520-761-7859

La Paz County Attorney’s

Office

1320 Kofa Ave.

Parker, AZ 85344

928-669-6118

Fax: 928-669-2019

Yavapai County Attorney’s

Office

Yavapai County Courthouse

255 East Gurley

Prescott, AZ 86301

928-771-3344

Fax: 928-771-3110

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

City, county and state consumer offices offer a variety of important services. They might mediate complaints, conduct investigations, prosecute offenders of consumer laws, license and regulate professionals, provide educational materials and advocate in the consumer interest. 

An advantage of contacting a city or county government office is that they may be familiar with

local businesses and local ordinances. If there is not consumer office in your local area, contact

your state consumer office. State offices are familiar with state laws and look for statewide patterns of problems. 

To save time, call before sending a written complaint. Ask if the office handles the type of complaint you have and if complaint forms are provided. Many offices distribute consumer materials

specifically geared to state laws and local issues. You may also want to ask if any information is

available on your problem.

This list is arranged in alphabetical order by state name. 

ST

ATE &

LOCAL
80

Graham County Attorney’s

Office

Graham County Courthouse

800 West Main

Safford, AZ 85546

928-428-3620

Fax: 928-428-7200

www.graham.az.gov/attorney.htm

Apache County Attorney’s

Office

PO Box 637

St. Johns, AZ 85936

928-337-7560

Fax: 928-337-2427

Yuma County Attorney’s

Office

168 South Second Ave.

Yuma, AZ 85364

928-329-2270

Fax: 928-373-1551

www.co.yuma.az.us/atty

Arkansas

State Offices

Consumer Protection Div.

Office of the Attorney General

323 Center St., Ste. 200

Little Rock, AR 72201

501-682-2007

501-682-2341 (Consumer

Hotline)

Toll free: 1-800-482-8982 (Do

Not Call Program)

Toll free: 1-800-448-3014

(Crime Victims Hotline)

1-877-866-8225 (In State Do

Not Call Program) 

TDD: 501-682-6073

Fax: 501-682-8118

e-mail:

consumer@ag.state.ar.us

www.ag.state.ar.us

Bermuda

State Offices

Dept. of Consumer Affairs

Ingham and Wilkinson Bldg.

129 Front St.

Hamilton, Bermuda, HM 12

441-297-7627

Fax: 441-295-6892

e-mail: mcsharpe@bdagov.bm

California

State Offices

Director, CA Dept. of

Consumer Affairs

400 R St., Ste. 3000-1080

Sacramento, CA 95814

916-445-1254

916-445-4465

916-445-2643 (Correspondence

and Complaint Review Unit)

Toll free in CA: 1-800-952-5210

TTY: 916-322-1700; 

TTY toll free: 1-800-326-2297

e-mail: dca@dca.ca.gov

www.dca.ca.gov

Office of the Attorney General

Public Inquiry Unit

PO Box 944255

Sacramento, CA 94244-2550

916-322-3360

Toll free in CA: 1-800-952-5225

TDD: 916-324-5564

Fax: 916-323-5341

www.caag.state.ca.us

Bureau of Automotive Repair

CA Dept. of Consumer Affairs

10240 Systems Pkwy.

Sacramento, CA 95827

916-255-4300

Toll free in CA: 800-952-5210

TDD: 916-322-1700

Fax: 916-255-1369

www.autorepair.ca.gov

County Offices

Consumer and Environmental

Protection Unit

Solano County Distict

Attorney’s Office

600 Union Ave.

Fairfield, CA 94533

707-421-6859

707-421-6800

Fax: 707-421-7986

Consumer & Environmental

Protection Div., Fresno

County District Attorney’s

Office

1250 Van Ness Ave., 2nd Floor

Fresno, CA 93721

559-488-3836

559-488-3156

Fax: 559-495-1315

Los Angeles County Dept. of

Consumer Affairs

500 West Temple St., Rm. B-96

Los Angeles, CA 90012-2706

213-974-1452

Toll free in L.A. County: 1-800-

593-8222

TTY: 213-626-0913

Fax: 213-687-0233

consumer-affairs.co.la.ca.us

Contra Costa County District

Attorney’s Office

627 Ferry St.

Martinez, CA 94553

925-646-4620

Fax: 925-646-4683

Deputy District Attorney

Consumer Fraud Unit

Stanislaus County District

Attorney’s Office

PO Box 442

Modesto, CA 95353-0442

209-525-5550

Fax: 209-525-5545

www.stanislaus-da.org

Consumer Affairs Div.

Napa County District

Attorney’s Office

931 Parkway Mall

PO Box 720

Napa, CA 94559

707-253-4059 (Hotline)

Fax: 707-253-4041

Consumer & Environmental

Unit, San Mateo County

District Attorney’s Office

400 County Center, 3rd Floor

Redwood City, CA 94063

650-363-4651

Consumer Protection Div.

Monterey County District

Attorney’s Office

PO Box 1131

Salinas, CA 93902

831-755-5070

Fax: 831-755-5068

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES
81

Div. Chief, San Diego County

District Attorney’s Office

330 W. Broadway, Ste. 750

San Diego, CA 92101

619-531-4070

Fax: 619-531-4481

genesis.sannet.gov/infospc/te

mplates/attorney/index.jsp

Consumer and Environmental

Unit, San Francisco County

District Attorney’s Office

732 Brannan St.

San Francisco, CA 94103

415-551-9595

Fax: 415-551-9504

www.sfgov.org/da/

Supervising Deputy District

Attorney, Consumer

Protection Unit, Santa Clara

County District Attorney’s

Office

70 West Hedding St.

West Wing, 4th Floor

San Jose, CA 95110

408-792-2880

Fax: 408-279-8742

www.santaclara-da.org

Director, Economic Crime Div.

Consumer Fraud Dept.

County Government Center

1050 Monterey St., Rm. 223

San Luis Obispo, CA 93408

805-781-5856

Fax: 805-781-1173

www.sloda.com

Consumer Protection Unit

Marin County District

Attorney’s Office

Hall of Justice, Rm. 130

3501 Civic Center Dr.

San Rafael, CA 94903

415-499-6495

Fax: 415-499-3719

e-mail:

consumer@co.marin.ca.us

Consumer Protection Unit,

Santa Barbara County District

Attorney’s Office

1112 Santa Barbara St.

Consumer and Environmental

Protection Unit

1200 Third Ave., Ste. 700

San Diego, CA 92101-4106

619-533-5600

Fax: 619-533-5504

e-mail: cepu@sandiego.gov

www.sannet.gov/city-attorney

Santa Monica City Attorney’s

Office

1685 Main St., Rm. 310

Santa Monica, CA 90401

310-458-8336

Fax: 310-395-6727

pen.ci.santa-monica.ca.us/

atty/consumer_protection/

Colorado

State Offices

Consumer Protection Div.

Colorado Attorney General’s

Office

1525 Sherman St., 5th Floor

Denver, CO 80203-1760

303-866-5079

Toll free: 1-800-222-4444

Fax: 303-866-5443

County Offices

Economic Crime Div.

El Paso and Teller Counties

District Attorney’s Office

105 East Vermijo, Ste. 205

Colorado Springs, CO 80903-

2083

719-520-6002

Fax: 719-520-6006

e-mail:

davezook@elpasoco.com

dao.elpasoco.com/default.asp

Economic Crime Unit, Denver

District Attorney’s Office

201 West Colfax Ave., Dept 801

Denver, CO 80202

720-913-9179

TDD/TTY: 720-913-9182

Fax: 720-913-9177

www.denverda.org

Weld County District

Attorney’s Office

PO Box 1167

Greeley, CO 80632

Santa Barbara, CA 93101

805-568-2300

Fax: 805-568-2398

Div. of Consumer Affairs,

Santa Cruz County District

Attorney’s Office

701 Ocean St., Rm. 200

Santa Cruz, CA 95060

831-454-2050

TDD/TTY: 831-454-2123

Fax: 831-454-2920

e-mail: dat155@

co.santa-cruz.ca.us

www.co.santa-cruz.ca.us

Consumer Mediation Section,

Ventura County District

Attorney’s Office

800 South Victoria Ave.

Ventura, CA 93009

805-654-3110

Fax: 805-648-9255

www.ventura.org/vcda

Consumer/Environmental

Protect. Unit, Orange County

District Attorney’s Office

401 Civic Center Dr.

West Santana, CA 92701

714-347-8706

Fax: 714-568-1250

City Offices

Criminal Div., Kern County

District Attorney’s Office

1215 Truxtun Ave., 3rd Floor

Bakersfield, CA 93301

661-868-2340

Fax: 661-868-2700

e-mail:

dacriminal@co.kern.ca.us

www.co.kern.ca.us/da/crim

inal.asp

Los Angeles City Attorney’s

Office

500 City Hall East

200 North Main St.

Los Angeles, CA 90012

213-978-8070

Fax: 213-978-8111

e-mail: dkass@atty.lacity.org

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

ST

ATE &

LOCAL
82

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

970-356-4010

Fax: 970-352-8023

Pueblo County District

Attorney’s Office

201 West 8th St., Ste. 801

Pueblo, CO 81003

719-583-6030

Fax: 719-583-6666

Connecticut

State Offices

Dept. of Consumer Protection

165 Capitol Ave.

Hartford, CT 06106

860-713-6050

Fax: 860-713-7243

www.ct.gov/dcp

City Offices

Dir. of Consumer Protection

City of Middletown

245 DeKoven Dr.

PO Box 1300

Middletown, CT 06457-1300

860-344-3491

TDD: 860-344-3521

Fax: 860-344-3561

e-mail: phil.cacciola@

cityofmiddleton.com

Delaware

State Offices

Fraud and Consumer

Protection Div., Office of the

Attorney General

Carvel State Office Bldg.

820 North French St., 5th Floor

Wilmington, DE 19801

302-577-8600

Toll free in DE: 1-800-220-5424

TTY: 302-577-6499

Fax: 302-577-2496

e-mail: Attorney.General@

State.DE.US

www.state.de.us/attgen

District of Columbia

District of Columbia Offices

Consumer & Trade Protection

Section

Office of the Attorney General

for the District of Columbia

441 4th St., NW, Ste. 450 N

Washington, DC 20001

202-442-9828

Fax: 202-727-6546

e-mail:

consumercomplaint.occ@dc.gov

Florida

State Offices

Economic Crimes Div.

Office of the Attorney General

PL-01 The Capitol

Tallahassee, FL 32399

850-414-3600

Toll free in FL: 1-866-966-7226

TDD toll free: 1-800-955-8771

Fax: 850-488-4483

myfloridalegal.com

Multi-State Litigation and

Intergovernmental Affairs

Office of the Attorney General

PL-01 The Capitol

Tallahassee, FL 32399

850-414-3300

Toll free in FL: 1-866-966-7226

Fax: 850-410-2672

myfloridalegal.com

Director, Div. of Consumer

Services, FL Dept. of Ag. and

Consumer Service

Terry Rhodes Bldg.

2005 Apalachee Parkway

Tallahassee, FL 32399-6500

850-922-2966

Toll free in FL only: 1-800-435-

7352 

FAX: 850-410-3839,

www.800helpfla.com

Regional Offices

Economic Crimes Div.

Office of the Attorney General

110 SE 6th St.

Fort Lauderdale, FL 33301-

5000

954-712-4600

Fax: 954-712-4658

Economic Crimes Div.

Office of the Attorney General

135 W. Central Blvd., Ste. 1000

Orlando, FL 32801

407-999-5588

Fax: 407-245-0365

myfloridalegal.com

Economic Crimes Div.

Office of the Attorney General

Concourse Center 4

3507 E. Frontage Rd., Ste. 325

Tampa, FL 33607-1795

813-287-7950

Fax: 813-281-5515

Economic Crimes Div.

Office of the Attorney General

1515 N. Flagler Ave., Ste. 900

West Palm Beach, FL 33401

561-837-5000

Fax: 561-837-5109

County Offices

Pinellas County Office of

Consumer Protection

15251 Roosevelt Blvd., Ste. 209

Clearwater, FL 33760

727-464-6200

TDD/TTY: 727-464-6088

Fax: 727-464-6129

www.pinellascounty.org

Broward County Consumer

Affairs Div.

115 South Andrews Ave., A460

Fort Lauderdale, FL 33301

954-357-5332

Fax: 954-765-5309

e-mail: mfandel@broward.org

www.broward.org/consumer

Director, Miami-Dade County

Consumer Services Dept.

140 West Flagler St., Ste. 903

Miami, FL 33130

305-375-3677 (Complaint

Mediation Center)

Fax: 305-375-4120

e-mail: consumer@

miamidade.gov

www.miamidade.gov/csd

Dade County Economic Crime

Unit

1350 NW 12th Ave.

Miami, FL 33136-2111

305-547-0671

Fax: 305- 547-0717

www.miamisao.com
83

Governor’s Office of Citizens

Assistance

222 South College, Rm. 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

Consumer Fraud Div., Cook

County State Attorney’s Office

69 West Washington, Ste. 900

Chicago, IL 60602

312-603-8700

Consumer Fraud Bureau

Office of the Attorney General

500 South Second St.

Springfield, IL 62706

217-782-1090

Toll free in IL: 1-800-243-0618

TTY: 217-785-2771 or toll free

in IL: 1-877-844-5461

Fax: 217-782-1097

e-mail:

ag_consumer@atg.state.il.us

www.illinoisattorneygeneral.gov

City Offices

Chicago Dept. of Consumer

Services

Daley Center, Rm. 208

50 W. Washington

Chicago, IL 60602

312-744-4006

TDD: 312-744-9385

Fax: 312-744-9089

www.cityofchicago.org/Consu 

merServices

Indiana

State Offices

Chief Counsel and Director

Consumer Protection Div.

Office of the Attorney General

Indiana Government Center

South

402 W. Washington St., 5th Fl.

Indianapolis, IN 46204

317-232-6201

Toll free in IN: 1-800-382-5516

Consumer Hotline

Fax: 317-232-7979

www.in.gov/attorneygeneral

808-933-0910

Fax: 808-933-8845

Office of Consumer Protection,

Dept. of Commerce and

Consumer Affairs

235 S. Beretania St., Rm. 801

Honolulu, HI 96813-2419

808-586-2636

Fax: 808-586-2640

Office of Consumer Protection,

Dept of Commerce and

Consumer Affairs

1063 Lower Main St., Ste C-216

Wailuku, HI 96793

808-984-8244

Fax: 808-243-5807

www.hawaii.gov/dcca/ocp

Idaho

State Offices

Consumer Protection Unit

Idaho Attorney General’s

Office

650 West State St.

Boise, ID 83720-0010

208-334-2424

Toll free in ID: 1-800-432-3545

Fax: 208-334-2830

www.state.id.us/ag

Illinois

State Offices

Consumer Fraud Bureau

1001 East Main St.

Carbondale, IL 62901

618-529-6400

Toll free in IL: 1-800-243-0607

TTY: 618-529-0607 or toll free

in IL: 877-675-9339

Fax: 618-529-6416

e-mail:

ag_consumer@atg.state.il.us

www.illinoisattorneygeneral.gov

Consumer Fraud Bureau

100 West Randolph, 12th Floor

Chicago, IL 60601

312-814-3580

Toll free in IL: 1-800-386-5438

TDD: 312-814-3374

Fax: 312-814-2549

e-mail:

ag_consumer@atg.state.il.us

www.illinoisattorneygeneral.gov

Pasco County Consumer

Affairs Div.

7530 Little Rd., Ste. 140

New Port Richey, FL 34654

727-847-8106

Fax: 727-847-8191

e-mail: drjones@

pascocountyfl.net

Orange County Consumer

Fraud Unit

415 North Orange Ave.

PO Box 1673

Orlando, FL 32802

407-836-2490

Fax: 407-836-1210

e-mail: fraudhelp@sao9.org

www.orangecountyfl.net

Admin., Hillsborough County

Consumer Protection Agency

8900 N. Armenia Ave., Ste 226

Tampa, FL 33604-1072

813-903-3430

Fax: 813-903-3432

www.hillsboroughcounty.org

Palm Beach County Div. of

Consumer Affairs

50 South Military Trail, Ste. 201

West Palm Beach, FL 33415

561-712-6600

Fax: 561-712-6610

e-mail: consumer@pbcgov.com

www.pbcgov.com/consumer

Georgia

State Offices

Governor’s Office of

Consumer Affairs

2 Martin Luther King, Jr. Dr.

Ste. 356

Atlanta, GA 30334

404-656-3790

Toll free in GA (outside

Atlanta area): 1-800-869-1123

Fax: 404-651-9018

www.state.ga.us/gaoca

Hawaii

State Offices

Investigator, Office of

Consumer Protection

Dept. of Commerce and

Consumer Affairs

345 Kekuanaoa St., Rm. 12

Hilo, HI 96720

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

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STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

County Offices

Marrion County Prosecuting

Attorney’s Office

251 E Ohio St, Ste. 160

Indianapolis, IN 46204-

317-327-3522

Fax: 317-327-5409

www.indygov.org

Iowa

State Offices

Consumer Protection Div.

Office of the Attorney General

1305 East Walnut St., 2nd Floor

Des Moines, IA 50319

515-281-5926

Toll free in IA: 1-888-777-4590

Fax: 515-281-6771

e-mail:

consumer@ag.state.ia.us

www.IowaAttorneyGeneral.org

Kansas

State Offices

Consumer Protection &

Antitrust Div.

Office of the Attorney General

120 SW 10th, 2nd Floor

Topeka, KS 66612-1597

785-296-3751

Toll free in KS: 1-800-432-2310

TDD/TTY toll free: 785-291-

3767

Fax: 785-291-3699

e-mail: cprotect@ksag.org

www.ink.org/public/ksag

County Offices

Consumer Protection Div.

Johnson County District

Attorney’s Office

Johnson County Courthouse

100 North Kansas Ave.

Olathe, KS 66061

913-715-3003

Fax: 913-715-3040

Consumer Fraud & Economic

Crime Div.

Office of the District Attorney

535 North Main St., 1st Floor

Wichita, KS 67203-3747

316-383-7921

Toll free in KS: 1-800-432-6878

Fax: 316-383-4638

e-mail:

consumer@sedgwick.gov

Kentucky

State Offices

Director, Consumer

Protection Div.

Office of the Attorney General

1024 Capital Center Dr.

Frankfort, KY 40601

502-696-5389

Toll free in KY: 1-888-432-9257

Fax: 502-573-8317

e-mail: consumerprotection@ag.ky.gov

ag.ky.gov

Consumer Protection Div.

Office of the Attorney General

8911 Shelbyville Rd.

Louisville, KY 40222

502-425-4825

Fax: 502-573-8317

Louisiana

State Offices

Consumer Protection Section

Office of the Attorney General

PO Box 94005

Baton Rouge, LA 70804-9005

Toll free: 1-800-351-4889

Fax: 225-342-326-6499

www.ag.state.la.us

County Offices

Consumer Protection Section

Jefferson Parish District

Attorney

200 Derbigny St.

Gretna, LA 70053-5894

504-368-1020

Fax: 504-361-2899

Maine

State Offices

Consumer Protection Div.

Office of the Attorney General

6 State House Station

Augusta, ME 04333

207-626-8800

Fax: 207-626-8812

e-mail: consumer.

mediation@state.me.us

www.maine.gov

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

TTY: 207-624-8563

Fax: 207-582-7699

www.mainecreditreg.org

Maryland

State Offices

Chief

Consumer Protection Div.

Office of the Attorney General

200 Saint Paul Place, 16th Fl.

Baltimore, MD 21202-2021

410-528-8662 (Consumer

Complaints)

410-576-6550 (Consumer

Information)

410-528-1840 (Health Advocacy

Unit)

TDD: 410-576-6372 (MD only)

Fax: 410-576-7040

e-mail:

consumer@oag.state.md.us

www.oag.state.md.us/con

sumer

Regional Offices

Consumer Protection Div.

MD Attorney Generals’ Office

138 East Antietam St., Ste. 210

Hagerstown, MD 21740-5684

301-791-4780

TTY: 410-576-6372

Fax: 301-791-7178

Consumer Protection Div.

Eastern Shore Branch Office

Office of the Attorney General

201 Baptist St., Ste. 30

Salisbury, MD 21801-4976

410-543-6620

Fax: 410-543-6642

www.oag.state.md.us

County Offices

Howard County Office of

Consumer Affairs

6751 Columbia Gateway Dr.

Columbia, MD 21046
85

Fax: 617-635-4174

e-mail: carol.maynard@

ci.boston.ma.us

www.cityofboston.gov/con

sumeraffairs

Cambridge Consumers’

Council

831 Massachusetts Ave.

Cambridge, MA 02139

617-349-6150

Fax: 617-349-6148

e-mail:

Consumer@CambridgeMA.gov

www.ci.cambridge.ma.us/~Co

nsumer

Fall River Consumer Service

Program

Greater Fall River/New

Bedford residents contact:

One Government Center

Fall River, MA 02722

508-324-2672

Fax: 508-324-2668

Consumer Protection

Program, Haverhill

Community Action, Inc.

25 Locust St.

Haverhill, MA 01830

978-373-1971

Fax: 978-373-8966

Cape Cod residents contact:

Consumer Assistance

Council, Inc.

149 Main St.

Hyannis, MA 02601

508-771-0700

Toll free in MA: 1-800-867-0701

Fax: 508-771-3011

e-mail: cac@capecod.net

www.consumercouncil.com

Consumer Protection Program,

Greater Lawrence Community

Action Council, Inc.

305 Essex St.

Lawrence, MA 01840

978-681-4990

Fax: 978-681-4949

www.glcac.org/consumer.htm

Central Massachusetts Div.

Office of the Attorney General

One Exchange Place

Worcester, MA 01608

508-792-7600

Fax: 508-795-1991

County Offices

Franklin County, Northwestern

District Attorney’s Office

13 Conway St.

Greenfield, MA 01301

413-774-5102

Fax: 413-773-3278

e-mail:

Janice.garrett@state.ma.us

Consumer Protection 

Div., North Western District

Attorney’s Office

1 Gleason Plaza

Northampton, MA 01060

413-586-9225

Fax: 413-586-9225

Berkshire County Consumer

Advocates, Inc.

150 North St., Rm. 34

Pittsfield, MA 01201

413-443-9128

Toll free: 1-800-540-9128 (in

Berkshire County only)

Fax: 413-496-9225

Norfolk District Attorney’s Office,

Consumer Protection Div.

1515 Hancock St., 4th Floor.

Quincy, MA 02169

617-769-6118

Fax: 617-769-6101

Consumer Council of

Worcester County

484 Main St., 2nd Floor

Worcester, MA 01608-1690

508-754-1176, ext 130

Fax: 508-754-0203

e-mail: dreilly@wcac.net

City Offices

City of Boston Consumer

Affairs & Licensing

Boston City Hall, Rm. 817

Boston, MA 02201

617-635-3834

410-313-6420

Fax: 410-313-6453

e-mail: shannan@co.ho.md.us

Montgomery County Div. of

Consumer Affairs

100 Maryland Ave., Ste. 330

Rockville, MD 20850

240-777-3636

TDD: 240-777-3679

Fax: 240-777-3768

www.montgomerycountymd.

gov/consumer

Massachusetts

State Offices

Executive Office of Consumer

Affairs and Business Reg.

10 Park Plaza, Rm. 5170

Boston, MA 02116

617-973-8700 (General

Information)

617-973-8787 (Consumer

Hotline)

Toll free in MA: 1-888-283-3757

TDD/TTY: 617-973-8790

Fax: 617-973-8798

e-mail:

consumer@state.ma.us

www.mass.gov/Consumer

Consumer Protection and

Antitrust Div.

Office of the Attorney General

One Ashburton Place

Boston, MA 02108

617-727-8400 (Consumer

Hotline)

Fax: 617-727-3265

www.mass.gov/ago

Southern Massachusetts Div.

Office of the Attorney General

105 William St.

New Bedford, MA 02740

508-990-9700

Fax: 508-990-8686

Western Massachusetts Div.

Office of the Attorney General

436 Dwight St.

Springfield, MA 01103

413-784-1240

Fax: 413-784-1244

www.ago.state.ma.us

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

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STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

Local Consumer Program

Middlesex Community College

Law Center

33 Kearney Square, Rm. 117

Lowell, MA 01852

978-656-3342

Fax: 978-656-3339

e-mail:

dunnk@middlesex.cc.ma.us

Medford Consumer Advisory

Commission

90 Main St.

Medford, MA 02155

781-393-2460

Fax: 781-393-2342

Consumer Assistance Office – 

Metro West, Inc.

209 West Central St.

Natick, MA 01760

508-651-8812

Fax: 508-647-0661

www.consumermetrowest.org

Newton-Brookline Consumer

Office

Newton City Hall

1000 Commonwealth Ave.

Newton, MA 02459

617-796-1292

Fax: 617-796-1293

e-mail: consumer@

ci.newton.ma.us

Director, Mass PIRG

Consumer Action Center

182 Green St.

North Weymouth, MA 02191

781-335-0280

Fax: 781-340-3991

Consumer Aid Program, South

Shore Community Action

Council, Inc.

265 South Meadow Rd.

Plymouth, MA 02360

508-747-7575, ext 226

Fax: 508-746-5140

e-mail: lmtilley@sscac.org

Revere Consumer Affairs

Office

150 Beach St.

Revere, MA 02151

781-286-8114

Fax: 781-485-2788

(serving Hampden and

Hampshire Counties)

Mayor’s Office of Consumer

Information

1600 East Columbus Ave.

Springfield, MA 01103-1654

413-787-6437

Fax: 413-787-7781

e-mail: mjohnson@

springfieldcityhall.com

www.cityofboston.gov/con

sumeraffairs

Brockton residents contact:

Bentley Consumer Action Line

Lindsay Hall

Bentley College

175 Forest St.

Waltham, MA 02452-4705

Toll free: 1-800-273-9494

Fax: 781-891-2478

Michigan

State Offices

Consumer Protection Div.

Office of Attorney General

PO Box 30213

Lansing, MI 48909

517-373-1140

Toll free: 1-877-765-8388

Fax: 517-241-3771

County Offices

Macomb County Consumer

Protection Dept.

Office of the Prosecuting

Attorney

Macomb County

Administration Bldg.

One South Main St., 3rd FL

Mt. Clemens, MI 48043

586-469-5350

Fax: 586-469-5609

City Offices

Consumer Advocacy

City of Detroit

65 Cadillac Square, Ste. 300

Detroit, MI 48226

313-224-3508

313-224-6995 (Complaints)

Fax: 313-224-1476

e-mail: andersonst.cadtwr@

seniors.ci.detroit.mi.us

Minnesota

State Offices

Consumer Services Div.

Attorney General’s Office

1400 NCL Tower

445 Minnesota St.

St. Paul, MN 55101

612-296-3353

Toll free: 1-800-657-3787

Fax: 612-282-2155

e-mail:

attorney.general@state.mn.us

www.ag.state.mn.us/consumer

County Offices

Hennepin County Citizen

Information Hotline, Office of

the Hennepin County Attorney

C-2000 Government Center

Minneapolis, MN 55487

612-348-2146

Fax: 612-348-9712

e-mail: citizeninfo@

co.hennepin.mn.us

www.hennepinattorney.org

City Offices

Director, Div. of Licenses &

Consumer Services

Minneapolis Dept. of

Regulatory Services

City Hall, Rm. 1C

350 South 5th St.

Minneapolis, MN 55415

612-673-2080

TTY: 612-673-2157

Fax: 612-673-3399

www.ci.minneapolis.mn.us

Mississippi

State Offices

Bureau of Regulatory Services

Dept. of Agriculture and

Commerce

121 North Jefferson St.

PO Box 1609

Jackson, MS 39201

601-359-1111

Fax: 601-359-1175

www.mdac.state.ms.us
87

124 Halsey St

PO Box 45025

Newark, NJ 07102

973-504-6200

Toll free in NJ: 1-800-242-5846

e-mail: askconsumeraffairs@

lps.state.nj.us

www.state.nj.us/lps/ca/home.htm

County Offices

Atlantic County Div. of

Consumer Affairs

1333 Atlantic Ave., 8th Floor

Atlantic City, NJ 08401

609-343-2376

609-345-6700

Fax: 609-343-2322

Camden County Office of

Consumer Protection/Weights

and Measures

DiPiero Center

Lakeland Rd.

Blackwood, NJ 08012

856-374-6161 (Consumer

Protection)

856-374-6001 (Weights &

Measures)

Toll free in NJ: 1-800-999-9045

Fax: 856-232-0748

www.camdencounty.com

Director, Cumberland County

Dept. of Consumer

Affairs/Weight & Measures

788 East Commerce St.

Bridgeton, NJ 08302

856-453-2203

Fax: 856-453-2206

e-mail: louismo@

co.cumberland.nj.us

Cape May County Consumer

Affairs Weights and Measures

4 Moore Rd. DN 310\302

Cape May Court House, NJ

08210

609-463-6475

Fax: 609-463-6472

e-mail: mbrogan@

co.cape-may.nj.us

www.capemaycountygov.net

Nevada

State Offices

Consumer Affairs Div.

1850 East Sahara Ave, Ste. 101

Las Vegas, NV 89104

702-486-7355

Toll free: 1-800-326-5202

TDD: 702-486-7901

Fax: 702-486-7371

e-mail: ncad@fyiconsumer.org

www.fyiconsumer.org

Bureau of Consumer Protection

555 E. Washington Ave., 

Ste. 3900

Las Vegas, NV 89101

702-486-3420

Deputy Chief Investigator

Consumer Affairs Div.

4600 Kietzke Lane, Bldg. B,

Ste. 113

Reno, NV 89502

775-688-1800

Toll free in NV: 1-800-326-5202

TDD: 702-486-7901

Fax: 775-688-1803

e-mail: 

renocad@fyiconsumer.org

www.fyiconsumer.org

City Offices

Bureau of Consumer

Protection

1000 E. William, #200

Carson City, NV 89701

775-687-6300

New Hampshire

State Offices

Consumer Protection and

Antitrust Bureau

Attorney General’s Office

33 Capitol St.

Concord, NH 03301

603-271-3641

TDD toll free: 1-800-735-2964

Fax: 603-271-2110

www.doj.nh.gov/consumer/ind

ex.html

New Jersey

State Offices

Div. of Consumer Affairs

Dept. of Law and Public Safety

Director, Consumer

Protection Div.

Attorney General’s Office

PO 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

Missouri

State Offices

Deputy Chief Counsel

Consumer Protection and

Trade Offense Div.

PO Box 899

1530 Rax Court

Jefferson City, MO 65102

573-751-6887

573-751-3321

Toll free in MO: 1-800-392-8222

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

Consumer Protection Office

Dept. of Administration

1219 8th Ave.

PO Box 200151

Helena, MT 59620-0151

406-444-4500

Fax: 406-444-9680

www.state.mt.us/doa/consumerprotection

Nebraska

State Offices

Office of the Attorney General

Dept. of Justice

2115 State Capitol

PO Box 98920

Lincoln, NE 68509

402-471-2682

402-471-3891 (Spanish)

Toll free in NE: 1-800-727-6432

Toll free in NE: 1-800-850-7555

(Spanish)

Fax: 402-471-0006

www.nol.org/home/ago

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

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STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

Essex County Div. of Community

Action/Consumer Services

50 South Clinton St., Ste. 3201

East Orange, NJ 07018

973-395-8350

Fax: 973-395-8433

Hunterdon County Office of

Consumer Affairs

PO Box 2900

Flemington, NJ 08822

908-806-5174

Fax: 908-806-2057

e-mail: jferrari@

co.hunterdon.nj.us

Monmouth County Dept. of

Consumer Affairs

50 East Main St.

PO Box 1255

Freehold, NJ 07728-1255

732-431-7900

Fax: 732-845-2037

Bergen County Office of

Consumer Protection

1 Bergen County Plaza, 3rd Fl.

Hackensack, NJ 07601-7000

201-336-6400

Fax: 201-336-6414

Hudson County Div. of

Consumer Affairs

583 Newark Ave.

Jersey City, NJ 07306

201-795-6295

201-795-6163

Fax: 201-795-6468

Burlington County Office of

Consumer Affairs/Weights

and Measures

49 Rancocas Rd.

PO Box 6000

Mount Holly, NJ 08060

609-265-5098 (Weights &

Measures)

609-265-5054 (Consumer

Affairs)

Fax: 609-265-5065

Director, Middlesex County

Consumer Affairs

Middlesex County

Administration Bldg.

JFK Square, 2nd Floor, Ste. 290

New Brunswick, NJ 08901

732-745-3875

Fax: 732-745-3815

www.co.midddlesex.nj.us

Somerset County Div. of

Consumer Affairs

PO Box 3000

Somerville, NJ 08876-1262

908-203-6080

Fax: 908-575-3905

e-mail: consumeraffairs@

co.somerset.nj.us

www.co.somerset.nj.us

Director, Ocean County Dept.

of Consumer Affairs/Weights

and Measures

1027 Hooper Ave.

PO Box 2191

Toms River, NJ 08754-2191

732-929-2105

Toll free in NJ: 1-800-722-0291,

ext. 2105

Fax: 732-506-5330

Mercer County Consumer

Affairs

640 South Broad St., Rm 404

PO Box 8068

Trenton, NJ 08650-0068

609-989-6671

Fax: 609-989-6670

Passaic County Dept. of

Consumer Protection/Weights

and Measures

Dept of Law

1310 Route 23 North

Wayne, NJ 07470

973-305-5750 (Weights &

Measures)

973-305-5881 (Consumer

Protection)

Fax: 973-628-1796

e-mail: barbaram@

passaiccountynj.org

Union County Div. of

Consumer Affairs

300 North Ave. East

Westfield, NJ 07090

908-654-9840

Fax: 908-654-3082

e-mail: fpeterson@ucnj.org

www.unioncountynj.org

Gloucester County Dept. of

Consumer Protection

Weights and Measures

115 Budd Blvd.

Woodbury, NJ 08096

856-384-6855

TDD: 856-848-6616

Fax: 856-384-6858

e-mail: hspence@

co.gloucester.nj.us

co.gloucester.nj.us/protection

City Offices

Director, Middlesex Borough

Consumer Affairs

1200 Mountain Ave.

Middlesex, NJ 08846

732-356-8090, ext. 250

Fax: 732-356-1249

Director, Nutley Consumer

Affairs

Public Affairs Bldg.

149 Chestnut St.

Nutley, NJ 07110

973-284-4975

Fax: 973-661-9411

Perth Amboy Consumer

Affairs, Office of Social

Services

Fayette and Read Sts.

Perth Amboy, NJ 08861

732-826-4300

Fax: 732-826-6192

Director, Plainfield Action

Services

City Hall Annex

510 Watchung Ave.

Plainfield, NJ 07060

908-753-3519

Fax: 908-753-3540

Town Attorney, Secaucus

Dept. of Consumer Affairs

Municipal Government Center

1203 Patterson Plank Rd.

Secaucus, NJ 07094

201-330-2008
89

585-546-7430

TDD: 585-327-3249

Fax: 585-546-7514

e-mail:

bobby.colon@oag.state.ny.us

Syracuse Regional Office

Office of the Attorney General

615 Erie Blvd. West, Ste. 102

Syracuse, NY 13204-2465

315-448-4848

Fax: 315-448-4851

Utica Regional Office

Office of the Attorney General

207 Genesee St., Rm. 508

Utica, NY 13501

315-793-2225

Fax: 315-793-2228

Watertown Regional Office

Office of the Attorney General

Dulles State Office Bldg.

317 Washington St.

Watertown, NY 13601-3744

315-785-2444

Westchester Regional Office

Office of the Attorney General

101 East Post Rd.

White Plains, NY 10601-5008

914-422-8755

Fax: 914-422-8706

County Offices

Dept. of Consumer

Affairs/Weights & Measures

112 State St., Rm. 1207

Albany, NY 12207

518-447-7581

Fax: 518-487-5048

e-mail:

tomfitzpatrick@albanyco.com

www.albanycounty.com

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

212-416-8000

Fax: 212-416-6003

Regional Offices

Binghamton Regional Office

Office of the Attorney General

State Office Bldg., 17th Floor

44 Hawley St.

Binghamton, NY 13901-4433

607-721-8771

Assist. Attorney General in

Charge, Brooklyn Regional

Office, Office of the Attorney

General

55 Hanson Place, Rm. 732

Brooklyn, NY 11217

718-722-3949

Buffalo Regional Office

Office of the Attorney General

Statler Towers

107 Delaware Ave.

Buffalo, NY 14202-3473

716-853-8400

Hauppauge Regional Office

Office of the Attorney General

300 Motor Pkwy., Ste. 205

Hauppauge, NY 11788-5127

516-231-2400

Harlem Regional Office

Office of the Attorney General

163 West 125th St.

New York, NY 10027-8201

212-961-4475

Fax: 212-961-4003

Minneola Regional Office

Office of the Attorney General

200 Old Country Rd.

New York, NY 11501

516-248-3302

Plattsburgh Regional Office

Office of Attorney General

70 Clinton St.

Plattsburgh, NY 12901-2818

518-562-3282

Rochester Regional Office

Office of the Attorney General

144 Exchange Blvd., 2nd Floor

Rochester, NY 14614

Consumer Affairs Office

1976 Morris Ave.

Union, NJ 07083

908-851-5477

Fax: 908-851-4697

Director, Woodbridge

Township Consumer Affairs

Municipal Bldg.

One Main St.

Woodbridge, NJ 07095

732-634-4500

Fax: 732-602-6016

New Mexico

State Offices

Director, Consumer

Protection Div.

PO Drawer 1508

407 Galisteo

Santa Fe, NM 87504-1508

505-827-6060

Toll free in NM: 1-800-678-1508

Fax: 505-827-6685

www.ago.state.nm.us

New York

State Offices

Bureau 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

TDD toll free: 1-800-788-9898

Fax: 518-474-3618

www.oag.state.ny.us

New York State Consumer

Protection Board

5 Empire State Plaza, Ste. 2101

Albany, NY 12223-1556

518-474-8583 (Capitol Region)

Toll free: 1-800-697-1220

Fax: 518-474-2474

e-mail:

webmaster@state.ny.us

www.nysconsumer.gov

Deputy Bureau Chief

Consumer Frauds and

Protection Bureau

Office of the Attorney General

120 Broadway, 3rd Fl.

New York, NY 10271

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

ST

ATE &

LOCAL
90

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

Schenectady County

Consumer Affairs

64 Kellar Ave.

Schenectady, NY 12307

518-356-6795

518-356-7473

Fax: 518-357-0319

Westchester County Dept. of

Consumer Protection

112 East Post Rd., 4th Floor

White Plains, NY 10601

914-995-2155

Fax: 914-995-3115

e-mail: epp4@co.west

chestergov.com

Westchester County District

Attorney’s Office

Economic Crimes Unit

County Courthouse

111 Martin Luther King Jr. Blvd.

White Plains, NY 10601

914-995-3303

Fax: 914-995-3594

City Offices

Mt. Vernon Office of

Consumer Protection/Bureau

of Weights and Measures

1 Roosevelt Square, Rm. 11

Mount Vernon, NY 10550

914-665-2433

New York City Dept. of

Consumer Affairs

42 Broadway

New York, NY 10004

212-487-4444

TDD: 212-487-4465

www.ci.nyc.ny.us/html/dca/ho

me.html

Town of Colonia Consumer

Protection

Memorial Town Hall

Newtonville, NY 12128

518-783-2790

Schenectady Bureau of

Consumer Protection

City Hall, Rm. 204

Jay St.

Schenectady, NY 12305

518-382-5061

Fax: 518-382-5074

Yonkers Office of Consumer

Protection

87 Nepperhan Ave.

Yonkers, NY 10701

914-377-6808

Fax: 914-377-6811

North Carolina

State Offices

Consumer Protection Div.

Office of the Attorney General

9001 Mail Service Center

Raleigh, NC 27699-9001

919-716-6400

Toll free in NC: 1-877-566-7226

Fax: 919-716-6050

www.ncdoj.com

North Dakota

State Offices

Consumer Protection and

Antitrust Div.

Office of the Attorney General

4205 State St.

PO Box 1054

Bismarck, ND 58502-1054

701-328-3404

Toll free in ND: 1-800-472-2600

TTY toll free: 1-800-366-6888

Fax: 701-328-5568

e-mail: cpat@state.nd.us

www.ag.state.nd.us

Ohio

State Offices

Ohio Consumers’ Counsel

10 W. Broad St. 18th Floor

Columbus, OH 43215

614-466-8574 (outside OH)

Toll free in OH: 1-877-PICKOCC (1-877-742-5622)

e-mail: occ@occ.state.oh.us

www.pickoca.org

Consumer Protection Section

Attorney General’s Office

30 East Broad St., 14th Floor

Columbus, OH 43215-3428

614-466-8831

Toll free in OH: 1-800-282-0515

TDD: 614-466-1393

Fax: 614-728-7583

Director, Putnam County

Dept. of Consumer Affairs/

Weights and Measures

110 Old Route 6 – Bldg 3

Carmel, NY 10512

845-225-2039

Fax: 845-225-3403

Consumer Affairs Commissioner

Orange County Dept. of

Consumer Affairs and

Weights and Measures

99 Main St.

Goshen, NY 10924

845-291-2400

Fax: 845-291-2385

Consumer Affairs Dir., Ulster

County District Attorney’s

Consumer Fraud Bureau

20 Lucas Ave.

Kingston, NY 12401

845-340-3260

Nassau County Office of

Consumer Affairs

200 County Seat Drive

Mineola, NY 11501

516-571-2600

Director of Consumer Affairs

Sullivan County Dept. of

Consumer Affairs, Sullivan

County Government Center

100 North St., PO Box 5012

Monticello, NY 12701-5012

845-794-3000

Fax: 845-794-0230

Rockland County Office of

Consumer Protection

50 Sanatorium Rd., Bldg. P

Pomona, NY 10970

845-364-2681

Fax: 845-364-2694

Dutchess County Dept. of

Consumer Affairs

98 Peach Rd.

Poughkeepsie, NY 12601

845-486-2949

Fax: 845-486-2947

e-mail: consumeraffairs@

co.dutchess.ny.us

www.dutchessny.gov
91

Philadelphia, PA 19107

215-560-2414

Fax: 215-560-2494

Pittsburgh Regional Office –

Bureau of Consumer Protection

Office of Attorney General

Manor Bldg., 6th Floor

564 Forbes Ave.

Pittsburgh, PA 15219

412-565-5135

Fax: 412-880-0196

Scranton Regional Office –

Bureau of Consumer Protection

Office of Attorney General

100 Samter Bldg.

101 Penn Ave.

Scranton, PA 18503

570-963-4913

Fax: 570-963-3418

County Offices

Director/Chief Sealer

Bucks County Consumer

Protection, Weights and

Measures

50 North Main St.

Doylestown, PA 18901

215-348-7442

Fax: 215-348-4570

Director, Delaware County

Consumer Affairs

Delaware County Courthouse

201 West Front St.

Media, PA 19063

610-891-4865

Fax: 610-566-3947

Director, Montgomery County

Consumer Affairs

Montgomery County Human

Services Center

1430 DeKalb St.

PO Box 311

Norristown, PA 19404-0311

610-278-3565

Fax: 610-278-5228

e-mail: consuemraffairs@

mail.montcopa.org

www.montcopa.org/consumer

affairs

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: consumer@paoca.org

www.oca.state.pa.us

Regional Offices

Allentown Regional

Office–Bureau of Consumer

Protection

Office of Attorney General

801 Hamilton St., 4th Floor

Allentown, PA 18101

610-821-6690

Fax: 610-821-6529

Ebensburg Regional Office –

Bureau of Consumer Protection

Office of Attorney General

171 Lovell Ave., Ste. 202

Ebensburg, PA 15931

814-471-1831

Fax: 814-471-1840

Erie Regional Office – Bureau

of Consumer Protection

Office of the Attorney General

1001 State St., Ste. 1009

Erie, PA 16501

814-871-4371

Fax: 814-871-4848

Deputy Attorney General

Harrisburg Regional Office,

Bureau of Consumer

Protection

Office of Attorney General

301 Chestnut St., Ste. 105

Harrisburg, PA 17101

717-787-7109

Fax: 717-772-3560

Senior Deputy Attorney

General, Philadelphia

Regional Office – Bureau of

Consumer Protection

Office of Attorney General

21 South 12th St., 2nd Floor

e-mail:

consumer@ag.state.oh.us

www.ag.state.oh.us

Oklahoma

State Offices

Commission on Consumer

Credit

4545 North Lincoln Blvd., #104

Oklahoma City, OK 73105

405-521-3653

Toll free: 1-800-448-4904

Fax: 405-521-6740

e-mail:

dhardin@okdocc.state.ok.us

www.okdocc.state.ok.us

Consumer Protection Unit

Oklahoma Attorney General

4545 N. Lincoln Ave., Ste. 260

Oklahoma City, OK 73105

405-521-2029

Fax: 405-528-1867

www.oag.state.ok.us

Oregon

State Offices

Attorney in Charge

Financial Fraud/Consumer

Protection Section

Dept. of Justice

1162 Court St., NE

Salem, OR 97310

503-947-4333

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

Bureau of Consumer

Protection

Office of Attorney General

14th Floor, Strawberry Square

Harrisburg, PA 17120

717-787-9707

Toll free in PA: 1-800-441-2555

Toll free in PA: 1-877-888-4877

(Health Care Section)

Fax: 717-787-1190

www.attorneygeneral.gov

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

ST

ATE &

LOCAL
92

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

Director, Chester County

Consumer Affairs

601 Westtown Rd., Ste. 295

West Chester, PA 19382-4991

610-344-6150

dsf.chesco.org/health/cons

affairs

Puerto Rico

Puerto Rico Offices

Dept. of Justice

PO Box 902192

San Juan, PR 00902

787-721-2900

Fax: 787-725-2475

Rhode Island

State Offices

Consumer Protection Unit

Dept. of Attorney General

150 South Main St.

Providence, RI 02903

401-274-4400

TDD: 401-453-0410

Fax: 401-222-5110

www.riag.state.ri.us

South Carolina

State Offices

Administrator/Consumer

Avocate, South Carolina Dept.

of Consumer Affairs

3600 Forest Drive, Ste. 300

PO Box 5757

Columbia, SC 29250

803-734-4200

Toll free in SC: 1-800-922-1594

Fax: 803-734-4286

e-mail: scdca@dca.state.sc.us

www.state.sc.us/consumer

Office of the Attorney General

PO Box 11549

Columbia, SC 29211

803-734-3970

Fax: 803-734-4323

e-mail: 

info@scattorneygeneral.com

www.scattorneygeneral.org

State Ombudsman, Office of

Executive Policy and Program

1205 Pendleton St., Rm. 308

Columbia, SC 29201

803-734-5049

Toll free in SC: 1-866-300-9333

Fax: 803-734-0799

www.myscgov.com

South Dakota

State Offices

Consumer Affairs

Office of the Attorney General

State Capitol Bldg.

500 East Capitol

Pierre, SD 57501-5070

605-773-4400

Toll free in SD: 1-800-300-1986

TDD: 605-773-6585

Fax: 605-773-7163

e-mail:

consumerhelp@sate.sd.us

www.state.sd.us/atg

Tennessee

State Offices

Div. of Consumer Affairs

500 James Robertson Pkwy.,

5th Floor

Nashville, TN 37243-0600

615-741-4737

Toll free in TN: 1-800-342-8385

Fax: 615-532-4994

e-mail:

consumer.affairs@state.tn.us

www.state.tn.us/consumer

Consumer Advocate and

Protection Div.

Office of the Attorney General

PO Box 20207

Nashville, TN 37202-02071

615-741-1671

Fax: 615-532-2910

attorneygeneral.state.tn.us/c

pro/cpro

Texas

Regional Offices

Austin Regional Office

PO Box 12548

Austin, TX 78711-2548

512-463-2185

Toll free: 1-800-621-0508

Fax: 512-473-8301

Dallas Regional Office

Office of the Attorney General

1600 Pacific Ave., Ste. 1700

Dallas, TX 75201-3513

214-969-5310

Fax: 214-969-7615

El Paso Regional Office

Office of the Attorney General

401 East Franklin St., Ste. 530

El Paso, TX 79901

915-834-5800

Fax: 915-592-1546

e-mail: jad2@oag.state.tx.us

Houston Regional Office –

Consumer Protection

Office of the Attorney General

808 Travis, Ste. 300

Houston, TX 77002

713-223-5886

Fax: 713-223-5821

Lubbock Regional Office

Office of the Attorney General

916 Main St., Ste. 806

Lubbock, TX 79401-3410

806-747-5238

Fax: 806-747-6307

McAllen Regional Office

Office of the Attorney General

3201 N. McColl Road, Ste. B

McAllen, TX 78501-1685

956-682-4547

Fax: 956-682-1957

San Antonio Regional Office

Office of the Attorney General

115 East Travis St., Ste. 925

San Antonio, TX 78205-1605

210-224-1007

Fax: 210-225-1075

County Offices

Harris County Consumer

Fraud Div.

District Attorney’s Office

1201 Franklin, Ste. 600

Houston, TX 77002-1923

713-755-5836

Fax: 713-755-5262

City Offices

Dept. of Environmental and

Health Services

City Hall – Rm. 7A-North

1500 Marilla

Dallas, TX 75201

214-670-5711
93

City Offices

Consumer Affairs & Cable

Television Administrator

Consumer Affairs

City Hall

PO Box 178

Alexandria, VA 22313

703-838-4350

TDD: 703-838-5056

Fax: 703-838-6426

www.alexandria.va.gov

Office of the Commonwealth’s

Attorney

Consumer Affairs Div.

2425 Nimmo Pkwy.

Virginia Beach, VA 23456-9060

757-426-5836

Fax: 757-427-8779

www.vbgov.com/dept/oca/ca.htm

Washington

State Offices

Office of the Attorney General

(see Regional Consumer

Resource Centers)

1125 Washington St. SE

Olympia, WA 98504-0100

Toll free: 1-800-551-4636

www.atg.wa.gov

Vancouver Consumer

Resource Center (Southwest

WA), Office of the Attorney

General

1220 Main St., Ste. 549

Vancouver, WA 98660

360-759-2150

Fax: 360-759-2159

www.atg.wa.gov/consumer

Regional Offices

Bellingham Consumer

Resource Center (Island, San

Juan, Skagit and Whatcom

Counties), Office of the

Attorney General

103 East Holly St., Ste. 308

Bellingham, WA 98225-4728

360-738-6185

Fax: 360-738-6190

No. 1 Sub Base, Rm. 205

St. Thomas, VI 00802

340-774-3130

Fax: 340-776-0675

www.dlca.gov.vi

Virginia

State Offices

Office of Consumer Affairs

Dept. of Agriculture and

Consumer Services

PO Box 1163

Richmond, VA 23218

804-786-2042

Toll free in VA: 1-800-552-9963

TDD toll free: 1-800-828-1120

Fax: 804-225-2666

www.vdacs.state.va.us

Antitrust and Consumer

Litigation Section

Office of the Attorney General

900 East Main St.

Richmond, VA 23219

804-786-2116

Toll free: 1-800-451-1525

Fax: 804-786-0122

e-mail: mail@oag.state.va.us

www.oag.state.va.us

County Offices

Consumer Affairs Office

#1 Court House Plaza, Ste. 302

2100 Clarendon Blvd.

Arlington, VA 22201

703-228-3260

Fax: 703-228-3295

e-mail: mgray@arlingtonva.us

www.arlingtonva.us

Fairfax County Dept. of Cable

Communications and

Consumer Protection

12000 Government Center

Parkway, Ste. 433

Fairfax, VA 22035

703-222-8435 (Complaints)

703-324-8484 (Consumer

Services)

Fax: 703-322-9542

Fax: 214-670-3863

e-mail:

kbradford@ci.dallas.tx.us

Utah

State Offices

Director

Div. of Consumer Protection

Dept. of Commerce

160 East 300 South

Box 146704

Salt Lake City, UT 84114-6704

801-530-6601

Fax: 801-530-6001

e-mail:

consumerproection@utah.gov

www.consumerprotection.utah.gov

Vermont

State Offices

Consumer Assistance

Program, Office of the

Attorney General

104 Morrill Hall, UVM

Burlington, VT 05405

802-656-3183

Toll free in VT: 1-800-649-2424

TTY: 802 828-3665

Fax: 802-656-1423

e-mail: consumer@uvm.edu

www.atg.state.vt.us

Consumer Assurance Section

Food Safety and Consumer

Assurance Div.

Agency of Agriculture

116 State St.

Montpelier, VT 05620-2901

802-828-2436

Fax: 802-828-5983

Virgin Islands

Virgin Islands Offices

Dept. of Licensing and

Consumer Affairs

Golden Rock Shopping Center

Christiansted

St. Croix, VI 00820

340-773-2226

Fax: 340-778-8250

wwww.dlca.gov.vi

State Offices

Dept. of Licensing and

Consumer Affairs

Property and Procurement Bldg.

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

ST

ATE &

LOCAL
94

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

West Virginia

State Offices

Consumer Protection Div.

Office of the Attorney General

812 Quarrier St., 6th Floor

PO Box 1789

Charleston, WV 25326-1789

304-558-8986

Toll free in WV: 1-800-368-8808

Fax: 304-558-0184

e-mail:

consumer@wvago.state.wv.us

www.wvs.state.wv.us/wvag

Wisconsin

State Offices

Dept. of Agriculture, Trade and

Consumer Protection

2811 Agriculture Dr.

PO Box 8911

Madison, WI 53708-8911

608-224-4949

Toll free in WI: 1-800-422-7128

TDD: 608-224-5058

Fax: 608-224-4939

e-mail:

hotline@datcp.state.wi.us

www.datcp.state.wi.us

Regional Offices

Bureau of Consumer

Protection, Dept. of

Agriculture, Trade &

Consumer Protection

200 N. Jefferson St., Ste. 146A

Green Bay, WI 54301

920-448-5110

Fax: 920-448-5118

e-mail: datcphotline@

datcp.state.wi.us

Bureau of Consumer

Protection, Dept. of

Agriculture, Trade and

Consumer Protection

10930 West Potter Rd., Ste. C

Milwaukee, WI 53226-3450

414-266-1231

County Offices

Racine County Sheriff’s Dept.

717 Wisconsin Ave.

Racine, WI 53403

262-636-3126

Fax: 262-637-5279

Wyoming

State Offices

Assistant Attorney General

Consumer Protection Unit

Office of the Attorney General

123 State Capitol Bldg.

Cheyenne, WY 82002

307-777-7874

Toll free in WY: 1-800-438-5799

Fax: 307-777-7956

e-mail:

agwebmaster@state.wy.us

attorneygeneral.state.wy.us

Kennewick Consumer

Resource Cntr. (Southeast 

WA), Office of the Attorney

General

500 N. Morain St., Ste. 1250

Kennewick, WA 99336-2607

509-734-7140

Toll free: 1-800-551-4636

Fax: 509-734-7475

www.atg.wa.gov

Seattle Consumer Resource

Center (King, Snohomish,

Clallam and Jefferson

Counties), Office of the

Attorney General

900 Fourth Ave., Ste. 2000

Seattle, WA 98164-1012

206-464-6684

Toll free in WA: 1-800-551-4636

(Consumer Resource Centers)

TDD toll free in WA: 1-800-

276-9883

Fax: 206-464-6451

Spokane Consumer Resource

Center (Northeast WA)

Office of the Attorney General

1116 West Riverside Ave.

Spokane, WA 99201-1194

509-456-3123

Fax: 509-458-3548

Program Manager

Tacoma Consumer Resource

Center (Pierce, Mason, Grays

Harbor and Kitsap Counties)

Consumer Protection Div.

Office of the Attorney General

1019 Pacific Ave., 3rd Floor

Tacoma, WA 98402-4411

253-593-2904

Toll free in WA: 1-800-276-9883

Fax: 253-593-2449

e-mail: cynthial@atg.wa.gov

www.wa.gov/ago
95

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 "Selected Federal Agencies" on page 111. Also see

“Banking” on page 13.

Alabama

Superintendent of Banks

Center for Commerce, Ste. 689

401 Adams Ave.

Montgomery, AL 36130-1201

334-242-3452

Fax: 334-242-3500

www.bank.state.al.us

Alaska

Div. of Banking and Securities

Dept. of Commerce, Community

and Economic Development

PO Box 11807

Juneau, AK 99811-0807

907-465-2521

TDD: 907-465-5437

Fax: 907-465-2549

e-mail: dbsc@dced.state.ak.us

www.dced.state.ak.us/bsc/bsc.htm

Arizona

Superintendent of Banks

State Banking Dept.

2910 North 44th St., Ste. 310

Phoenix, AZ 85018

602-255-4421

Toll free in AZ: 1-800-544-0708

Fax: 602-381-1225

www.azbanking.com

Arkansas

State Bank Dept.

400 Hardin Rd., Ste. 100

Little Rock, AR 72211

501-324-9019

Fax: 501-324-9028

e-mail:

asbd@banking.state.ar.us

www.accessarkansas.org/bank

California

Commissioner, State Dept. of

Financial Institutions

111 Pine St., Ste. 1100

San Francisco, CA 94111

415-263-8555

Florida

Dept. of Financial Services

200 East Gaines St.

Tallahassee, FL 323990300

850-413-3100

Toll free in FL: 1-800-342-2762

TDD: 850-410-9700

Fax: 850-488-2349

www.fldfs.com

Georgia

Legal & Consumer Affairs

Dept., Dept. of Banking and

Finance

2990 Brandywine Rd., Ste. 200

Atlanta, GA 30341-5565

770-986-1653

Toll free in GA: 1-888-986-1633

Fax: 770-986-1654

www.gadbf.org

Hawaii

Commissioner, Financial

Institutions, Dept. of Commerce

and Consumer Affairs

1010 Richards St., Room 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

TDD/TTY: 808-586-2820

Fax: 808-586-2818

e-mail: dfu@dcca,gawauu,giv

www.hawaii.gov/dcca/dci

Idaho

Director, Dept. of Finance

PO Box 83720

Boise, ID 83720-0031

208-332-8000

Toll free in ID: 1-888-346-3378

Fax: 208-332-8098

e-mail: finance@fin.state.id.us

finance.state.id.us/home.asp

Toll free in CA: 1-800-622-0620

(for consumer complaints against

CA state-licensed banks)

Fax: 415-989-5310

e-mail: consumer@dfi.ca.gov

www.dfi.ca.gov

Colorado

Div. of Banking, Dept. of

Regulatory Agencies

1560 Broadway, Ste. 1175

Denver, CO 80202

303-894-7575

Fax: 303-894-7570

e-mail:

banking@dora.state.co.us

www.dora.state.co.us/banking

Connecticut

Banking Commissioner

Connecticut Dept. of Banking

260 Constitution Plaza

Hartford, CT 06103

860-240-8200

Toll free in CT: 1-800-831-7225

Fax: 860-240-8178

www.state.ct.us/dob

Delaware

State Bank Commissioner

Office of the State Bank

Commissioner

555 E. Lockerman St., Ste. 210

Dover, DE 19901

302-739-4235

Fax: 302-739-2356

e-mail: choffecker@state.de.us

www.state.de.us/bank

District of Columbia

Dept. of Insurance, Securities

and Banking

1400 L St., NW

Washington, DC 20005

202-727-1563

Fax: 202-727-1290

www.dbfi.dc.gov

STATE BANKING AUTHORITIES
96

Illinois

Commissioner, Div. of Banks

and Real Estate

310 S. Michigan Ave., Ste. 2130

Chicago, IL 60604

312-793-3000

Toll free: 1-877-793-3470

TDD: 312-793-0291

Fax: 312-793-7097

www.obre.state.il.us

Indiana

Dept. of Financial Institutions

30 S. Meridian Street, Ste. 300

Indianapolis, IN 46204

317-232-3955

Toll free in IN: 1-800-382-4880

Fax: 317-232-7655

www.in.gov/dfi

Iowa

Superintendent of Banking

Div. of Banking

200 East Grand, Ste. 300

Des Moines, IA 50309-1827

515-281-4014

Toll free: 1-800-972-2018

Fax: 515-281-4862

e-mail: idob@max.state.ia.us

www.idob.state.ia.us

Kansas

Commissioner, Office of the

State Bank Commissioner

700 Jackson St., Ste. 300

Topeka, KS 66603-3714

785-296-2266

Toll free: 1-877-387-8523

(Consumer Helpline)

Fax: 785-296-0168

www.osbckansas.org

Kentucky

Dept. of Financial Institutions

1025 Capitol Cntr. Dr., Ste. 200

Frankfort, KY 40601

502-573-3390

Toll free: 1-800-223-2579

Fax: 502-573-8787

www.dfi.state.ky.us

Louisiana

Commissioner, Office of

Financial Institutions

PO Box 94095

Baton Rouge, LA 70804-9095

225-925-4660

Fax: 225-925-4524

e-mail: la_ofi@mail.premier.net

www.ofi.state.la.us

Maine

Superintendent of Banking

Bureau of Financial Instituions

36 State House Station

Augusta, ME 04333-0036

207-624-8570

Toll free: 1-800-965-5235

TDD: 207-624-8563

Fax: 207-624-8590

www.mainebankingreg.org

Maryland

Commisioner of Financial

Regulation

500 North Calvert St., Ste. 402

Baltimore, MD 21202

410-230-6100

Toll free in MD: 1-888-784-0136

TTY: 410-767-2117

Fax: 410-333-0475

e-mail: fin_reg@dllr.state.md.us

www.dllr.state.md.us/finance

Massachusetts

Commissioner, Div. of Banks

One South Station

Boston, MA 02110

617-956-1500

Toll free in MA: 1-800-495-2265

TDD: 617-956-1577

Fax: 617-956-1597

www.mass.gov/dob

Michigan

Office of Financial and

Insurance Services

611 W. Ottawa St., 3rd Floor

PO Box 30220

Lansing, MI 48933-0220

517-373-3460

Toll free: 1-877-999-6442

Fax: 517-335-4978

www.michigan.gov/ofis

Minnesota

Financial Examinations Div.

Dept. of Commerce

85 Seventh Place East, Ste. 500

St. Paul, MN 55101

651-296-2715

Fax: 651-296-8591

e-mail:

kevin.murphy@state.mn.us

www.commerce.state.mn.us

Mississippi

Dept. of Banking and

Consumer Finance

PO Box 23729

Jackson, MS 39205-3729

601-359-1031

Toll free in MS: 1-800-844-2499

Fax: 601-359-3557

e-mail: bass@dbcf.state.ms.us

www.dbcf.state.ms.us

Missouri

Dept. of Finance

PO Box 716

Jefferson City, MO 65102

573-751-3242

Fax: 573-751-9192

e-mail: finance@ded.mo.gov

www.missouri-finance.org

Montana

Div. of Banking & Financial

Institutions

301 South Park, Ste. 316

PO Box 200546

Helena, MT 59620-0546

406-841-2920

Fax: 406-841-2930

www.discoveringmontana.com 

/doa/banking

Nebraska

Director

Dept. of Banking & Finance

1230 O St., Ste. 400

PO Box 95006

Lincoln, NE 68509-5006

402-471-2171

Fax: 402-471-3062

www.ndbf.org

Nevada

Financial Institutions Div.

Dept. of Business & Industry

2501 E. Sahara Ave, #300

Las Vegas, NV 89704

702-486-4120

Fax: 702-486-4563

e-mail: ctidd@fid.state.nv.us

www.fid.state.nv.us

STATE BANKING AUTHORITIES
97

Rhode Island

Div. of Banking

Dept. of Business Regulation

233 Richmond St., Ste. 231

Providence, RI 029034231

401-222-2405

TDD/TTY: 401-222-2999

Fax: 401-222-5628

e-mail:

BankInquiry@dbr.state.ri.us

http://www.dbr.state.ri.us

South Carolina

Commissioner of Banking

State Board of Financial

Institutions

1015 Sumter St., Room 309

Columbia, SC 29201

803-734-2001

Fax: 803-734-2013

South Dakota

Director, Div. of Banking

217 1/2 W. Missouri Ave.

Pierre, SD 57501-4590

605-773-3421

Fax: 605-773-5367

www.state.sd.us/banking

Tennessee

Commissioner

Dept. of Financial Institutions

The Nashville City Center

511 Union Street, 4th Floor

Nashville, TN 37219

615-253-2023

Toll Free: 1-800-778-4215

TDD/TTY: 615-253-7794

e-mail: TDFI.ConsumerResou

rces@state.tn.us

www.state.tn.us/financialinst

Texas

Dept. 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

Dept. of Financial Institutions

PO Box 146800

Salt Lake City, UT 84114-6800

TDD toll free in ND: 1-800-366-

6888

Fax: 701-328-9955

e-mail: dfi@state.nd.us

www.discovernd.com/dfi

Ohio

Div. of Financial Institutions 

Dept. of Commerce

77 South High St., 21st Floor 

Columbus, OH 43215-6120

614-728-8400

614-466-2932

Fax: 614-644-1631

www.com.state.oh.us/ODOC/dfi

Oklahoma

State Banking Dept.

4545 N. Lincoln Blvd., Ste. 164

Oklahoma City, OK 73105

405-521-2782

Fax: 405-522-2993

www.osbd.state.ok.us

Oregon

Dept. of Consumer & Business

Services, Div. of Finance and

Corporate Securities

350 Winter St., NE, Room 410

Salem, OR 97310

503-378-4140

Toll free: 1-866- 814-9710 (Fraud

and complaint investigation)

TTY: 503-378-4100

Fax: 503-947-7862

e-mail: dcbs.dfcsmail@state.or.us

www.oregondfcs.org

Pennsylvania

Secretary, Dept. of Banking

333 Market St., 16th Floor

Harrisburg, PA 17101-2290

717-787-6991

Toll free in PA: 1-800-PA-BANKS

TDD toll free: 1-800-679-5070

Fax: 717-787-8773

www.banking.state.pa.us

Puerto Rico

Dept. of Financial Institutions

Fernandez Juncos Station

PO Box 11855

San Juan, PR 009103855

787-723-3131

Fax: 787-723-4042

www.cif.gov.pr

New Hampshire

State Banking Dept.

64B Old Suncook Rd.

Concord, NH 03301

603-271-3561

TTY toll free: 1-800-735-2964

Fax: 603-271-1090

www.state.nh.us/banking

New Jersey

Commissioner, Dept. of

Banking and Insurance

20 West State St.

PO Box 325

Trenton, NJ 08625

609-292-3420 (Banking)

Fax: 609-292-5571

www.njdobi.org

New Mexico

Financial Institutions Div.

Regulation and Licensing Dept.

2550 Cerrillos Rd., 3rd Floor

Santa Fe, NM 87501

505-426-4885

Fax: 505-476-4670

e-mail: rldfid@state.nm.us

www.rld.state.nm.us/FID/

New York

Superintendent of Banking

Banking Dept.

One State Street

New York, NY 10004

212-709-5470

Toll free in NY: 1-877-BANK-NYS

(consumer services hotline)

Fax: 212-709-3582

www.banking.state.ny.us

North Carolina

NC Commissioner of Banks

4309 Mail Service Center

Raleigh, NC 27699-4309

919-733-3016

Fax: 919-733-6918

www.banking.state.nc.us

North Dakota

Commissioner

Dept. of Financial Institutions

2000 Schafer St., Ste. G

Bismarck, ND 58501-1204

701-328-9933

STATE BANKING AUTHORITIES
98

West Virginia

Commissoner, Div. of Banking

State Capitol Complex – 

Bldg. 3, Rm. 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

Dept. of Financial Institutions

345 W. Washington Ave., 3rd Fl.

Madison, WI 53708

608-264-7969

Toll free in WI: 1-800-452-3328

Fax: 608-264-7968

www.wdfi.org

Wyoming

Commissioner, Div. of Banking

Herschler Bldg.

3rd Floor, East

Cheyenne, WY 82002

307-777-7797

Fax: 307-777-3555

e-mail: maitchison@

wyaudit.state.wy.us

audit.state.wy.us/banking

801-538-8830

Fax: 801-538-8894

www.dfi.utah.gov

Vermont

Dept. of Banking, Insurance,

Securities and Health Care

Administration

89 Main St., Drawer 20

Montpelier, VT 05620-3101

802-828-4872

802-828-3307 (Banking)

Toll free: 1-800-964-1764 (All

insurance except health)

Toll free: 1-800-631-7788

(Health Care)

Fax: 802-828-3306

e-mail: rmcNaughton@

bishca.state.vt.us

www.bishca.state.vt.us

Virgin Islands

Chairman of Banking Board

Kongen’s Gade #18

Charlotte Amalie

St. Thomas, VI 00802

340-774-2991

Fax: 340-774-6953

Virginia

Commissioner

Bureau of Financial

Institutions

1300 East Main St., Ste. 800

PO 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

Director

Dept. of Financial Institutions

PO Box 41200

Olympia, WA 98504-1200

360-902-8700

Toll free: 1-877-RING-DFI

Fax: 360-586-5068

www.dfi.wa.gov

STATE BANKING AUTHORITIES
99

Each state has its own laws and regulations for each type of insurance. The officials listed

below enforce these laws. Many of these offices can also provide you with information to help

you make informed insurance buying decisions. See the “Insurance” section in Part I of this

Handbook for advice. 

If you have a question or complaint about your insurance company's policies, contact the company before you contact the state insurance regulator.

Alabama

Dept. of Insurance

201 Monroe St., Ste. 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

Div. of Insurance, Dept. of

Commerce, Community aand

Economic Development

Robert B. Atwood Building

550 W. 7th Avenue, Ste. 1560

Anchorage, AK 99501-3567

907-269-7900

TDD: 907-465-5437

Fax: 907-269-7910

e-mail: insurance@

commerce.state.ak.us

www.dced.state.ak.us/insurance

Div. of Insurance, Dept. of

Commerce, Community and

Economic Development

PO Box 110805

Juneau, AK 99811-0805

907-465-2515

TDD/TTY: 907-465-5437

Fax: 907-465-3422

e-mail: insurance@

commerce.state.ak.us

www.commerce.state.ak.us/ins

urance

Arizona

Director, Dept. of Insurance

2910 North 44th St., Ste. 210

Phoenix, AZ 85018-7256

602-912-8444

Toll free in AZ: 1-800-325-2548

Fax: 602-954-7008 (Complaints)

e-mail: consumers@id.state.az.us

www.id.state.az.us

Delaware

Commissioner

Dept. of Insurance

841 Silver Lake Blvd.

Dover, DE 19904

302-739-4251

Toll free in DE: 1-800-282-8611

Fax: Fax: 302-739-6278

e-mail:

consumer@deins.state.de.us

www.state.de.us/inscom

District of Columbia

Dept. of Insurance, Securities

and Banking

810 First St., NE, Ste. 701

Washington, DC 20002

202-727-8000

Fax: 202-535-1196

e-mail: info.disb@dcgov.org

disb.dc.gov

Florida

Office of Insurance Regulation

Dept. of Financial Services

200 East Gaines St.

Tallahassee, FL 32399-0300

(850) 413-3100

Toll free in FL: 1-800-342-2762

TDD: 850-410-9700

Fax: 850-488-2349

www.fldfs.com

Georgia

Commissioner

Insurance and Fire Safety

2 Martin Luther King, Jr. Dr.

Atlanta, GA 30334

404-656-2070

Toll free in GA: 1-800-656-2298

TDD/TTY: 404-656-4031

Fax: 404-657-8542

www.inscomm.state.ga.us

Hawaii

Insurance Div., Dept. of

Commerce and Consumer

Affairs

Arkansas

Dept. of Insurance

1200 West 3rd St.

Little Rock, AR 72201-1904

501-371-2600

501-371-2640 (Consumer

Services)

Toll free in AR: 1-800-282-9134

Toll free: 1-800-852-5494

Fax: 501-371-2618

e-mail: insurance.consumers

@arkansas.gov

www.arkansas.gov/insurance

California

Insurance Commissioner

Dept. of Insurance

300 Capitol Mall, Ste. 1500

Sacramento, CA 95814

916-492-3500

415-538-4010 (San Francisco)

213-897-6464 (Los Angeles)

Toll free in CA: 1-800-927-4357

Fax: 916-445-5280

www.insurance.ca.gov

Colorado

Div. of Insurance

1560 Broadway, Ste. 850

Denver, CO 80202

303-894-7490 or 7499

Toll free in CO: 1-800-930-3745

TDD/TTY: 303-894-7880

Fax: 303-894-7455

www.dora.state.co.us/Insurance

Connecticut

Dept. of Insurance

Consumer Affairs Dept.

PO Box 816

Hartford, CT 06142-0816

860-297-3900

Toll free: 1-800-203-3447

Fax: 203-297-3872

www.state.ct.us/cid

STATE INSURANCE REGULATORS
100

PO Box 3614

Honolulu, HI 96811-3614

808-586-2790 or 2799

Fax: 808-586-2806

e-mail:

insurance@dcca.hawaii.gov

www.hawaii.gov/dcca/ins

Idaho

Director, Dept. of Insurance

700 West State St.

PO Box 83720

Boise, ID 83720-0043

208-334-4250

Toll free in ID: 1-800-721-3272

Fax: 208-334-4398

www.doi.state.id.us

Illinois

Div. of Insurance, Dept. of

Financial and Professional

Regulation

100 W. Randolph St., Ste. 5-570

Chicago, IL 60601-3395

312-814-2420

TDD: 312-814-2603

Fax: Fax: 312-14-5435

e-mail: Director@ins.state.il.us

www.state.il.us/ins

Director, Div. of Insurance

Dept. of Financial and

Professional Regulation

320 West Washington St.

Springfield, IL 62767

217-782-4515

Toll free: 1-877-527-9431

(Office of Consumer Health

Insurance)

TDD: 217-524-4872

Fax: 217-782-5020

e-mail: director@ins.state.il.us

www.idfpr.com

Indiana

Dept. of Insurance

311 W. Washington St., Ste. 300

Indianapolis, IN 46204-2787

317-232-2385

Toll free in IN: 1-800-622-4461

Toll free: 1-800-452-4800 (Instate Senior Health Insurance

Information)

Fax: 317-232-5251

www.state.in.us/idoi/

Iowa

Commissioner

Div. of Insurance

330 Maple St.

Des Moines, IA 50319

515-281-5705

Fax: 515-281-3059

www.iid.state.ia.us

Kansas

Commissioner

Insurance Div.

420 SW 9th St.

Topeka, KS 66612-1678

785-296-7801

Toll free in KS: 1-800-432-2484

TTY toll free 1-877-235-3151

Fax: 785-296-2283

e-mail: commissione4r@

ksinsurance.org

www.ksinsurance.org

Kentucky

Office of Insurance

215 West Main St.

Frankfort, KY 40601

502-564-3630

Toll free: 1-800-595-6053

Fax: 502-564-1650

doi.ppr.ky.gov

Louisiana

Commissioner

Dept. of Insurance

1702 N. Third St.

Baton Rouge, LA 70802

225-342-0895

225-342-5900

Toll free: 1-800-259-5300

Toll free:1-800-259-5301

Fax: 254-342-3078

www.ldi.state.la.us

Maine

Superintendent

Bureau of Insurance

34 State House Station

Augusta, ME 04333

207-624-8475

Toll free in ME: 1-800-300-5000

TDD: 207-624-8563

Fax: 207-624-8599

www.maineinsurancereg.org

Maryland

Insurance Administration

525 St. Paul Place

Baltimore, MD 21202-2272

410-468-2000

Toll free: 1-800-492-6116

TTY toll free: 1-800-735-2258

Fax: 410-468-2020

www.mdinsurance.state.md.us

Massachusetts

Div. of Insurance

Consumer Service Section

One South Station, 5th Fl.

Boston, MA 02110

617-521-7777

TDD: 617-521-7490

Fax: 617-521-7575

www.state.ma.us/doi

Michigan

Office of Financial and

Insurance Services

611 West Ottawa St., 3rd Floor

PO Box 30220

Lansing, MI 48933

517-373-0220

Toll free: 1-877-999-6442

Fax: 517-335-4978

www.michigan.gov/ofis

Minnesota

Dept. of Commerce

Market Assurance Div.

85 7th Place East

St. Paul, MN 55101

651-296-2488

Toll free in MN: 1-800-657-3602

Fax: 651-296-4328

e-mail: insurance.commerce

@state.mn.us

www.commerce.state.mn.us

Mississippi

Dept. of Insurance

PO Box 79

Jackson, MS 39205

601-359-3569

Toll free in MS: 1-800-562-2957

Fax: 601-359-1077

e-mail:

consumer@mid.state.ms.us

www.doi.state.ms.us

STATE INSURANCE NSURANCE REGULATORS
101

Missouri

Missouri Dept. of Insurance

PO Box 690

301 West High St., Room 530

Jefferson City, MO 65102-

0690

573-751-4126

Toll free in MO: 1-800-726-7390

TDD/TTY: 573-526-4536

Fax: 573-751-1165

www.insurance.state.mo.us

Montana

Commissioner

Dept. of Insurance

840 Helena Ave.

Helena, MT 59601

406-444-2040

Toll free in MT: 1-800-332-6148

Fax: 406-444-3497

www.state.mt.us/sao

Nebraska

Dept. of Insurance

Terminal Building

941 O St., Ste. 400

Lincoln, NE 68508-3639

402-471-2201

Toll free in NE: 1-877-564-7323

TDD toll free: 1-800-833-7351

Fax: 402-471-6559

www.nol.org/home/NDOI

Nevada

Div. of Insurance

Dept. of Business & Industry

788 Fairview Drive, Ste. 300

Carson City, NV 89701

775-687-7650

Fax: Fax: 775-687-3937

e-mail:

insinfo@doi.state.nv.us

www.doi.state.nv.us/

Div. of Insurance

Dept. of Business & Industry

2501 East Sahara Ave, Ste. 302

Las Vegas, NV 89104

(702) 486-4009

Fax: 702-486-4007

www.doi.state.nv.us

New Hampshire

Commissioner

Dept. of Insurance

Toll free: 1-800-546-5664

Toll free: 1-800-662-7777

Fax: 919-733-0085

e-mail: consumer@ncdoi.net

www.ncdoi.com

North Dakota

Commissioner

Insurance Dept.

600 E. Boulevard Ave., 5th Fl.

Bismarck, ND 58505

701-328-2440

Toll free in ND: 1-800-247-0560

TTY toll free: 1-800-366-6888

Fax: 701-328-4880

e-mail: insurance@state.nd.us

www.state.nd.us/ndins

Ohio

Consumer Advocate/Assistant

Dir., Office of Consumer

Services, Dept. of Insurance

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:1-800-686-1578

(Senior Hotline)

TDD/TTY: 614-644-3745

Fax: 614-387-1302

e-mail:

nancy.colley@ins.state.oh.us

www.ohioinsurance.gov

Oklahoma

Insurance Dept.

2401 N. W. 23rd St., Ste. 28

PO Box 53408

Oklahoma City, OK 73152-3408

405-521-2828

Toll free in OK: 1-800-522-0071

Fax: 405-521-6635

e-mail: okinsdpt@telepath.com

www.oid.state.ok.us

Oregon

Insurance Div.

350 Winter St., NE, Rm. 440-2

PO Box 14480

Salem, OR 97310-3883

503-947-7984

Toll free in OR: 1-888-877-4894

21 South Fruit St., Ste. 14

Concord, NH 03301-2430

603-271-2261

Toll free in NH: 1-800-852-3416

TTY toll free in NH: 1-800-735-2964

Fax: 603-271-0248

e-mail:

requests@ins.state.nh.us

www.nh.gov/insurance

New Jersey

Dept. of Banking and Insurance

20 West State St.

PO Box 325

Trenton, NJ 08625

609-633-7667

Fax: 609-292-5571

www.njdobi.org

New Mexico

Superintendent

Dept. of Insurance

PO Box 1269

Santa Fe, NM 87504-1269

505-827-4601

Toll free in NM: 1-800-947-4722

Fax: 505-827-4734

www.nmprc.state.nm.us

New York

Consumer Services Bureau

Insurance Dept.

One Commerce Plaza

Albany, NY 12257

518-474-6600

Toll free: 1-800-342-3736

Fax: 518-474-6630

www.ins.state.ny.us

Consumer Services Bureau

Insurance Dept.

65 Court St. #7

Buffalo, NY 14202

716-847-7618

Toll free in NY: 1-800-342-3736

Fax: 716-847-7925

www.ins.state.ny.us

North Carolina

Commissioner

Dept. of Insurance

Dobbs Bldg., 430 N. Salisbury St.

1201 Mail Service Cetner

Raleigh, NC 27699-1201

919-733-7349

STATE INSURANCE NSURANCE REGULATORS
102

Fax: 503-378-4351

e-mail: dcbs.insmail@state.or.us

insurance.oregon.gov

Pennsylvania

Bureau of Consumer Service

Insurance Dept.

1321 Strawberry Sq., 13th Fl.

Harrisburg, PA 17120

717-787-2317

Toll free: 1-877-881-6388

Fax: 717-787-8585

www.insurance.state.pa.us

Puerto Rico

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

www.ocs.gobierno.pr

Rhode Island

Superintendent, Insurance Div.

Dept. of Business Regulation

233 Richmond St., Ste. 233

Providence, RI 02903-4233

401-222-2223

TDD: 401-222-2999

Fax: 401-222-5475

www.dbr.state.ri.us

South Carolina

Consumer Services

Dept. of Insurance

300 Arbor Lake Drive, Ste. 1200

PO Box 100105

Columbia, SC 29202

803-737-6180

Toll free in SC: 1-800-768-3467

Fax: 803-737-6231

e-mail: CnsmMail@doi.state.sc.us

www.doi.state.sc.us

South Dakota

Div. of Insurance. Dept. of

Revenue and Regulation

445 East Capital

Pierre, SD 57501

605-773-3563

Fax: 605-773-5369

www.state.sd.us/drr

Tennessee

Commissioner, Dept. of

Commerce and Insurance

500 James Robertson Pkwy., 5th Fl.

Nashville, TN 37243-0565

615-741-2241

Toll free in TN: 1-800-342-4029

Fax: 615-532-6934

www.state.tn.us/commerce

Texas

Dept. of Insurance

333 Guadalupe St.

PO Box 149104

Austin, TX 78614-9104

512-463-6169

Toll free in TX: 1-800-252-3439 

Fax: 512-475-2005

e-mail: rbordelon@opic.state.tx.us

www.tdi.state.tx.us

Utah

Dept. of Insurance

State Office Bldg., Room 3110

Salt Lake City, UT 84114-6901

801-538-3805

Toll free in UT: 1-800-439-3805

TDD: 801-538-3826

Fax: 801-538-3829

www.insurance.state.ut.us

Vermont

Commissioner, Dept. of

Banking, Insurance, Securities

and Health Care Admin.

89 Main St., Drawer 20

Montpelier, VT 05620-3101

802-828-3302

Toll free in VT: 1-800-964-1784

Toll free in VT: 1-800-631-7788

(Health Insurance)

Fax: 802-828-3306

www.bishca.state.vt.us

Virgin Islands

Div. of Banking and Insurance

Kongen’s Gade #18

St. Thomas, VI 00802

340-774-7166

Fax: 340-774-9458

e-mail: vidoi001@aol.com

Virginia

Bureau of Insurance State

Corp. Commission

PO Box 1157

1300 E.Main St. (23219) (Special

Delivery and Walk-ins)

Richmond, VA 23218

804-371-9967

Toll free in VA: 1-800-552-7945

TDD: 804-371-9206

e-mail: bureauofinsurance@

scc.state.va.us

www.state.va.us/scc

Washington

Office of the Commssioner of

Insurance

Insurance 5000 Building

PO Box 40255

Olympia, WA 98504-0255

360-725-7103

Toll free in WA: 1-800-562-6900

TDD: 360-586-0241

Fax: 360-586-3109

e-mail: mikek@olc-wa-gov

www.insurance.wa.gov

West Virginia

Commissioner, Dept. of Insurance

1124 Smith St. (25301)

PO Box 50540

Charleston, WV 25305-0540

304-558-3354

Toll free in WV: 1-888-TRY-WVIC

Fax: 304-558-0412

e-mail: wvins@wvinsurance.gov

www.wvinsurance.gov

Wisconsin 

Office of the Commissioner of

Insurance

125 S. Webster St. (53702)

PO Box 7873

Madison, WI 53707-7873

608-266-0103

Toll free in WI: 1-800-236-8517

Fax: 608-266-9935

e-mail:

information@oci.state.wi.us

oci.wi.gov

Wyoming

Commissioner, Dept. of Insurance

Herschler Bldg.,122 W. 25th St.

3rd Floor East

Cheyenne, WY 82002-0440

307-777-7401

Toll free in WY: 1-800-438-5768

Fax: 307-777-5895

e-mail: wyinsdep@state.wy.us

insurance.state.wy.us

STATE INSURANCE NSURANCE REGULATORS
103

Each state has its own laws and regulations for securities brokers and securities-including

stocks, mutual funds, commodities, real estate, etc. The officials and agencies listed below

enforce these laws and regulations. Many of these offices can also provide information to

help you make informed investment decisions. 

If you have a question or complaint about an investment, call the company or bank involved. If

you are not satisfied with the response you get, call your state securities agency. See the

“Investment” section in Part I of this Handbook for additional advice and sources of assistance. 

Alabama

Securities Commission

770 Washington Ave., Ste. 570

Montgomery, AL 36130-4700

334-242-2984

Toll free in AL: 1-800-222-1253

Fax: 334-242-0240

e-mail: asc@asc.alabama.gov

asc.state.al.us

Alaska

Div. of Banking and Securities

Dept. of Commerce 

Community aand Economic Dev.

PO Box 11807

Juneau, AK 99811-0807

907-465-2521

TDD: 907-465-5437

Fax: 907-465-2549

www.dced.state.ak.us/bsc/bsc.htm

Arizona

Securities Div.

AZ Coporation Commission

1300 West Washington, 3rd Fl

Phoenix, AZ 85007

602-542-4242

Fax: 602-594-7470

e-mail:

accsec@ccsd.cc.state.az.us

www.ccsd.cc.state.az.us

Arkansas

Securities Div.

Heritage West Bldg., Ste. 300

201 East Markham,

Little Rock, AR 72201

501-324-9260

Toll free: 1-800-981-4429

Toll free in AR: 1-800-981-4429

Fax: 501-324-9268

e-mail:

securities@mail.state.ar.us

www.arkansas.gov/arsec/

California

Dept. of Corporations

1515 K St., Ste. 200

Sacramento, CA 95814-4052

916-445-7205

www.corp.ca.gov

Colorado

Div. of Securities

Dept. of Regulatory Agencies

1580 Lincoln St., Ste. 420

Denver, CO 80203-1506

303-894-2320

TTY 1-800-659-2656

Fax: 303-861-2126

e-mail:

securities@dora.state.co.us

www.dora.state.co.us/securities

Connecticut

Dept. of Banking

Government Relations and

Consumer Affairs

260 Constitution Plaza

Hartford, CT 06103-1800

860-240-8299

Toll free: 1-800-831-7225

Fax: 860-240-8178

e-mail: banking.complaints@

po.state.ct.us

www.state.ct.us/dob

Delaware

Commissioner, Div. of

Securities, Dept. of Justice

State Office Bldg.

820 North French St., 5th Floor

Wilmington, DE 19801

302-577-8424

Fax: 302-577-6987

www.state.de.us/securities

District of Columbia

Commissioner 

Dept. of Insurance, Securities

and Banking

810 First St., NE, Ste. 701

Washington, DC 20002

202-727-8000

Fax: 202-535-1196

e-mail: disb@dcgov.org

disb.dc.gov

Florida

Comptroller

Office of Financial Regulation

200 East Gaines St.

Tallahassee, FL 32399-0350

850-410-9805

Toll free in FL: 1-800-342-2762

Fax: 850-410-9748

e-mail: fldbf@dfs.state.fl.us

www.fldfs.com

Georgia

Div. of Securities and

Business Regulation, Office

of the Secretary of State

802 West Tower

2 Martin Luther King, Jr. Dr.

Atlanta, GA 30334

404-656-3920

Toll free: 1-888-733-7427

Fax: 404-657-8410

e-mail:

securities@sos.state.ga.us

www.sos.state.ga.us

Hawaii

Commissioner of Securities

Business Registration Div.

Dept. of Commerce and

Consumer Affairs

335 Merchant St.. Rm. 204, 2nd Fl.

Honolulu, HI 96818

STATE SECURITIES ADMINISTRATORS
104

Boston, MA 02108

617-727-3548

Toll free in MA: 1-800-269-5428

TDD/TTY: 617-878-3889

Fax: 617-248-0177

e-mail:

securities@sec.state.ma.us

www.sec.state.ma.us/sct

Michigan

Office of Financial and

Insurance Services

611 W. Ottawa St., 3rd Floor

PO Box 30220

Lansing, MI 48909

517-373-0220

Toll Free: 1-877-999-6442

Fax: 517-335-4978

www.michigan.gov/ofis

Minnesota

Commissioner, 

Dept. of Commerce

85 Seventh Place East, Ste. 500

St. Paul, MN 55101

651-296-4026

Toll free in MN: 1-800-657-3602

TDD: 651-296-2860

Fax: 651-296-4328

e-mail: securities.commerce

@state.mn.us

www.commerce.state.mn.us

Mississippi

Assistant Secretary of State

Business Regulation and

Enforcement

Secretary of State’s Office

700 North St.

or PO Box 136 (39205-0136)

Jackson, MS 39202

601-359-1350

Toll free: 1-800-256-3494

Fax: 601-359-1499

e-mail: jnelson@sos.state.ms.us

www.sos.state.ms.us

Missouri

Commissioner of Securities

PO Box 1276

Jefferson City, MO 65102

573-751-4136

Toll free in MO: 1-800-721-7996

Fax: 573-526-3124

ago.missouri.gov/div.s/con

sumerprotection.htm

808-586-2744

Fax: 808-586-2733

e-mail: ryan.s.ushijima@

dcca.hawaii.gov

www.hawaii.gov

Idaho

Bureau Chief, Dept. of Finance

700 W. State St., 2nd Fl.

PO Box 83720 (83720-0031)

Boise, ID 83702

208-332-8000

Toll free in ID: 1-888-346-3378

Fax: 208-332-8097

finance.state.id.us/home.asp

Illinois

Securities Dept.

Secretary of State

300 W. Jefferson St, Ste. 300A

Springfield, IL 62702

217-782-2256

217-524-0652

Toll free in IL: 1-800-628-7937

www.sos.state.il.us

Indiana

Securities Div., Office of the

Secretary of State

302 W. 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

Enforcement Section

Securities Bureau

340 Maple St.

Des Moines, IA 50319-0066

515-281-4441

Toll free: 1-800-351-4665

Fax: 515-281-3059

e-mail:

iowasec@iid.state.ia.us

www.iid.state.ia.us/div./securities/default.asp

Kansas

Office of the Securities

Commissioner

618 S. Kansas Ave., 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

Div. of Securities

Dept. of Financial Institutions

1025 Capitol Cntr. Dr., Ste., 200

Frankfort, KY 40601-3868

502-573-3390

Toll free: 1-800-223-2579

Fax: 502-573-8787

www.dfi.state.ky.us

Louisiana

Securities Div., Office of

Financial Institutions

8660 United Plaza Blvd., 2nd Fl.

PO Box 94095

Baton Rouge, LA 70804-9095

225-925-4660

Fax: 225-925-4548

www.ofi.state.la.us

Maine

Office of Securities

121 State House Station

Augusta, ME 04333-0018

207-624-8551

Toll free in ME: 1-800-624-8551

TDD/TTY: 207-624-8563

Fax: 207-624-8590

e-mail:

bonnie.e.russell.@state.me.us

www.mainesecuritiesreg.org

Maryland

Securities Div.

Office of the Attorney General

200 Saint Paul Place

Baltimore, MD 21202

410-576-6360

Toll free: 888-743-0023

TDD: 410-576-6372

e-mail:

securities@oag.state.md.us

www.oag.state.md.us/Securities

Massachusetts

Secretary of the

Commonwealth, Office of the

Secretary of State

One Ashburton Place, Rm. 1701

STATE SECURITIES ADMINISTRATORS
105

Oklahoma

Administrator

Dept. of Securities

First National Center

120 North Robinson, Ste. 860

Oklahoma City, OK 73102

405-280-7700

Fax: 405-280-7742

e-mail: general@

securities.state.ok.us

www.securities.state.ok.us

Oregon

Dept. of Consumer &

Business Services

Div. of Finance and Corporate

Securities

350 Winter St., NE, Ste. 410

Salem, OR 97310

503-378-4140

Toll free: 1-866-814-9710

TTY: 503-378-4100

Fax: 503-947-7862

e-mail:

dcbs.fcsmail@state.or.us

egov.oregon.gov/DCBS/

Pennsylvania

Securities Commission

ATTN: Office of Secretary

Eastgate Office Bldg., 2nd Fl.

1010 North 7th St.

Harrisburg, PA 17102-1410

717-787-8061

Toll free in PA: 1-800-600-0007

Fax: 717-783-5122

www.psc.state.pa.us

Puerto Rico

Asst Commissioner

Office of the Commissioner of

Financial Institutions

Fernandez Juncos Station

PO Box 11855

San Juan, PR 00910-3855

787-723-8403

Fax: 787-723-4225

e-mail: felipec@cif.gov.pr

www.cif.gov.pr

Rhode Island

Securities Div.

233 Richmond St., Ste. 232

Providence, RI 02903-4232

401-222-3048

New Mexico

Director

Securities Div.

Regulation & Licensing Dept.

2550 Cerrillos Road

Santa Fe, NM 87505-

505-476-4580

Toll free in NM: 1-800-704-5533

Fax: 505-984-0617

www.rld.state.nm.us

New York

Bureau of Investor Protection

and Securities

Office of the Attorney General

120 Broadway

New York, NY 10271

212-416-8200

Fax: 212-416-8816

www.oag.state.ny.us

North Carolina

Secretary of State

Securities Div.

2 South Salisbury St.

Raleigh, NC 27601

919-733-3924

Toll free: 1-800-688-4507

(InvestorHhotline)

Fax: 919-821-0818

www.sosnc.com

North Dakota

Securities Dept.

State Capitol — 5th Floor

600 E. Boulevard Ave., Dept.

414

Bismarck, ND 58505-0510

701-328-2910

Toll free in ND: 1-800-297-5124

Fax: 701-328-2946

e-mail:

ndsecurities@state.nd.us

www.ndsecurities.com

Ohio

Div. of Securities

77 South High St.

22nd Floor

Columbus, OH 43215

614-644-7381

Toll free: 1-800-788-1194

(investor protection hotline)

Fax: 614-466-3316

www.securities.state.oh.us

Montana

MS Secretary of State’s Office,

Securities Div., State Auditor

840 Helena Ave.

Helena, MT 59601

406-444-2040

Toll free in MT: 1-800-332-6148

Fax: 406-444-3497

www.sao.state.mt.us

Nebraska

Dept. of Banking & Finance

Bureau of Securities

PO Box 95006

The Atrium

1200 N St., Ste. 311

Lincoln, NE 68509-5006

402-471-3445

www.ndbf.org

Nevada

Securities Div., Office of the

Secretary of State

555 E. Washington Ave., Ste. 5200

Las Vegas, NV 89101

702-486-2440

Fax: 702-486-2452

e-mail: nvsec@sos.nv.gov

www.sos.state.nv.us

New Hampshire

Bureau of Securities

Regulation

Dept. of State

State House, Room 204

Concord, NH 03301-4989

603-271-1463

Fax: 603-271-7933

www.sos.nh.gov/securities

New Jersey

Bureau Chief

Bureau of Securities

Dept. of Law and Public

Safety

PO Box 47029 (07101)

153 Halsey St., 6th Floor

Newark, NJ 07102

973-504-3600

Fax: 973-504-3601

www.state.nj.us/lps/ca/home.

htm

STATE SECURITIES ADMINISTRATORS
106

TDD: 401-222-2999

Fax: 401-222-5629

e-mail:

mpicciri@dbr.state.ri.us

www.dbr.state.ri.us

South Carolina

Securities Div.

Office of the Attorney General

P. O. Box 11549

Columbia, SC 29211-1549

803-734-9916

www.scsecurities.org

South Dakota

Div. of Securities

445 East Capitol Ave.

Pierre, SD 57501-3185

605-773-4823

Fax: 605-773-5953

www.state.sd.us/dcr/securi

ties

Tennessee

Assistant Commissioner

Securities Div.

Dept. of Commerce and

Insurance

Davy Crockett Tower, Ste. 680

500 James Robertson Pkwy.

Nashville, TN 37243

615-741-2947

615-741-5900

Toll free in TN: 1-800-863-9117

www.state.tn.us/commerce/

Texas

Securities Commissioner

State Securities Board

PO Box 13167

Austin, TX 78711-3167

512-305-8300

Fax: 512-305-8310

www.ssb.state.tx.us

Utah

Div. of Securities

Dept. of Commerce

160 East 300 South, 

2nd Floor (84111)

PO Box 146760

Salt Lake City, UT 84114-

6760

801-530-6600

Toll free in UT: 1-800-721-7233

Fax: 801-530-6980

www.commerce.state.ut.us

Vermont

Dept. of Banking, Insurance,

Securities, & Health Care

Administration

89 Main St., Drawer 20

Montpelier, VT 05620-3101

802-828-3420

Fax: 802-828-2896

www.bishca.state.vt.us

Virginia

Div. of Securities and Retail

Franchising, State

Corporation Commission

PO Box 1197

Richmond, VA 23218

804-371-9051

Toll free in VA: 1-800-552-7945

TDD: 804-371-9203

Fax: 804-371-9911

www.state.va.us/scc/div./srf

Washington

Securities Div. 

Dept. of Financial Institutions

PO Box 9033

Olympia, WA 98507-9033

360-902-8760

TDD: 360-664-8126

Fax: 360-586-5068

www.dfi/wa.gov

West Virginia

Deputy Commissioner of

Securities

Securities Commission

State Auditor’s Office

102 Dee Dr.

Charleston, WV 25311

304-558-2257

Toll free: 1-888-368-9507

Fax: 304-558-4211

e-mail: securities@

wvauditor.com

www.wvauditor.com

Wisconsin

Div. of Securities

Dept. of Financial Institutions

PO Box 1768

Madison, WI 53701-1768

608-266-1064

Toll free in WI: 1-800-47-

CHECK

TTY: 608-266-8818

Fax: 608-264-7979

www.wdfi.org

Wyoming

Securities Div.

Office of the Secretary of

State

State Capitol Bldg., Room 109

200 West 24th St.

Cheyenne, WY 82002-0020

307-777-7370

TDD: 307-777-5351

Fax: 307-777-5339

e-mail:

securities@state.wy.us

soswy.state.wy.us

STATE SECURITIES ADMINISTRATORS
107

State utility commissions regulate services and rates for gas, electricity and telephones within your state. In some states, the utility commissions regulate other services such as water,

transportation, and the moving of household goods. 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

Public Service Commission

PO Box 304260

Montgomery, AL 36130

Toll free in AL: 1-800-392-8050

Fax: 334-242-0727

www.psc.state.al.us

Alaska

Regulatory Commission of AK

701 W 8th Ave., Ste. 300

Anchorage, AK 99501

907-276-6222

Toll free in AK: 1-800-390-2782

TDD: 907-276-4533

Fax: 907-276-0160

e-mail:

cp_rca@rca.state.ak.us

www.state.ak.us/rca

Arizona

Arizona Corporation

Commission

1200 West Washington St.

Phoenix, AZ 85007

602-542-3933

Toll free in AZ: 1-800-222-7000

TDD: 602-542-2105

Fax: 602-542-5560

e-mail:

mailmaster@cc.state.az.us

www.cc.state.az.us

Arkansas

Public Service Commission

PO Box 400

Little Rock, AR 72203-0400

501-682-2051

Toll free in AR: 1-800-482-1164

(Complaints)

TDD toll free: 800-682-2898

Fax: 501-682-5731

www.state.ar.us/psc

District of Columbia

Public Service Commission

1333 H Street, NW

Ste. 200, West Tower;

Washington, DC 20005

202-626-5100 (Consumer

Services Division)

Fax: 202-393-1389

e-mail: support@dcpsc.org

www.dcpsc.org

Florida

Chairman

Florida Public Service

Commission

2540 Shumard Oak Blvd.

Tallahassee, FL 32399-0850

850-413-6330

Toll free in FL: 1-800-342-3552

TDD/TTY toll free: 1-800-955-

8771

Fax (Toll free): 1-800-511-0809

e-mail:

contact@psc.state.fl.us

www.floridapsc.com

Georgia

Chairperson

Public Service Commission

244 Washington Street

Atlanta, GA 30334

404-656-4501

Toll free in GA: 1-800-282-5813

Fax: 404-656-2341

e-mail:

gapsc@psc.state.ga.us

www.psc.state.ga.us

Hawaii

Public Utilities Commission

465 South King St., Room 103

Honolulu, HI 96813

808-586-2020

Fax: 808-586-2066

e-mail:

Hawaii.PUC@hawaii.gov

www.hawaii.gov/budget/puc/

California

Public Utilities Commission

505 Van Ness Ave., Room 5218

San Francisco, CA 94102

415-703-2782

Toll free in CA: 1-800-649-7570

(Utility Complaints)

TDD: 415-703-2032

Fax: 415-703-1758

www.cpuc.ca.gov

Colorado

Chairman

Public Utilities Commission

1580 Logan St., Office Level 2

Denver, CO 80203

303-894-2070

Toll free in CO: 1-800-456-0855

TDD: 303-894-2512

Fax: 303-894-2065

e-mail:

PUConsumer.Complaints@do

ra.state.co.us

www.dora.state.co.us/puc/

Connecticut

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/

Delaware

Commissioner

Public Service Commission

Cannon Bldg., Ste. 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

STATE UTILITIES COMMISSIONS
108 108

Idaho

President

Public Utilities Commission

PO Box 83720

Boise, ID 83720-0074

208-334-0300

Toll free in ID: 1-800-432-0369

Voice/TDD Toll free: 1-800-

337-1363

TDD: 1-800-377-3529

Fax: 208-334-3762

www.puc.state.id.us

Illinois

Chairman

Commerce Commission

527 East Capitol Ave.

PO Box 19280

Springfield, IL 62794-9280

217-782-7295

Toll free in IL: 1-800-524-0795

TTY toll free: 1-800-858-9277

Fax: 217-524-6859

www.icc.state.il.us

Indiana

Utility Regulatory

Commission

Consumer Affairs Division

302 West Washington St.,

Ste. E-306

Indianapolis, IN 46204

317-232-2712

Toll free in IN: 1-800-851-4268

TDD: 317-232-8556

Fax: 317-233-2410

e-mail:

jjohnson@urc.state.in.us

www.IN.gov/iurc

Iowa

Utilities Board

350 Maple St.

Des Moines, IA 50319-0069

515-281-3839

Toll free in IA: 1-877-565-4450

Fax: 515-281-5329

e-mail:

iubcustomer@iub.state.ia.us

www.state.ia.us/iub

Kansas

Corporation Commission

1500 SW Arrowhead Rd.

Topeka, KS 66604-4027

Massachusetts

Chairman

Dept. of Telecommunications

and Energy

1 South Station, 12th Floor

Boston, MA 02110

617-305-3500

Toll free: 1-800-392-6066

TDD toll free: 1-800-323-6066

Fax: 617-478-2591

www.magnet.state.ma.us/dpu

Michigan

Public Service Commission

6545 Mercantile Way, Ste. 7

PO Box 30221

Lansing, MI 48909

517-241-6180

Toll free in MI: 1-800-292-9555

Fax: 517-241-6181

e-mail: mpsc_commissioners@michigan.gov

www.michigan.gov/mpsc

Minnesota

Chairman

Public Utilities Commission

121 7th Place East, Ste. 350

St. Paul, MN 55101-2147

651-296-0406

Toll free: 1-800-657-3782

TDD: 651-297-1200

Fax: 651-297-7073

e-mail:

consumer.puc@state.mn.us

www.puc.state.mn.us

Mississippi

Public Service Commission

Woolfolk Building

501 N West St.

Jackson, MS 39201

601-961-5440 (Southern District)

601-961-5430 (Central District)

601-961-5450 (Chairman &

Northern District)

Toll-free: 1-800-356-6429

(Southern District)

Toll-free: 1-800-356-6430

(Central District)

Toll free: 1-800-637-7722

(Chairman & Northern District)

Fax: 601-961-5464 (Chairman &

Northern District)

www.psc.state.ms.us

785-271-3100

Toll free in KS: 1-800-662-0027

TDD toll free 1-800-766-3777

Fax: 785-271-3354

e-mail:

public.affairs@kcc.state.ks.us

www.kcc.state.ks.us

Kentucky

Public Service Commission

211 Sower Blvd.

PO Box 615

Frankfort, KY 40602

502-564-3940

Toll free in KY: 1-800-772-4636

(Complaints Only)

TDD/TTY toll free: 1-800-648-

6056

Fax: 502-564-3460

www.psc.state.ky.us

Louisiana

Public Service Commission

PO Box 91154

Baton Rouge, LA 70821-9154

225-342-4404

Toll free in LA: 1-800-256-2397

Fax: 225-342-2831

www.lpsc.org

Maine

Chairman

Public Utilities Commission

242 State St.

Augusta, ME 04333-0018

207-287-3831

Toll free in ME: 1-800-452-4699

TTY toll free: 1-800-437-1220

Fax: 207-287-1039

e-mail: maine.puc@maine.gov

www.state.me.us/mpuc/

Maryland

Chairman

Public Service Commission

6 St. Paul St., 16th Floor

Baltimore, MD 21202-6806

410-767-8000

Toll free in MD: 1-800-492-0474

TDD toll free in MD: 1-800-

735-2258

Fax: 410-333-6495

e-mail:

mpsc@psc.state.md.us

www.psc.state.md.us/psc/

STATE UTILITIES COMMISSIONS OMMISSIONS
109

Missouri

Public Service Commission

PO Box 360

Jefferson City, MO 65102

573-751-3234

Toll free in MO: 1-800-392-4211

TDD toll free in MO: 711

Fax: 573-526-1500

www.psc.mo.gov

Montana

Chairman

Public Service Commission

1701 Prospect Ave.

PO 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

Chairman

Public Service Commission

300 The Atrium, 1200 N St.

PO Box 94927 (68508-4927)

Lincoln, NE 68509

402-471-3101

Toll free in NB: 1-800-526-0017

TDD: 402-471-0213

Fax: 402-471-0254

e-mail:

celton@mail.state.ne.us

www.psc.state.ne.us

Nevada

Chairman

Public Utilities Commission

1150 East William St.

Carson City, NV 89701

775-687-6001

702-486-2600 (Las Vegas)

775-738-4914 (Elko)

Toll free in NV: 1-800-992-0900,

ext 87-6001

Fax: 775-687-6110

www.puc.state.nv.us

New Hampshire

Public Utilities Commission

21 South Fruit St, Ste. 10

Bldg. No. 1

Concord, NH 03301-2429

603-271-2431

TDD toll free in NH: 1-800-735-

2964

Fax: 603-271-3878

e-mail: www.puc.nh.gov

www.puc.state.nh.us

New Jersey

President

Board of Public Utilities

Two Gateway Center

Newark, NJ 07102

Toll free in NJ: 1-800-624-0241

www.bpu.state.nj.us

New Mexico

Director

Public Regulation

Commission

Consumer Relations Division

PO Drawer 1269

Santa Fe, NM 87504-1269

505-827-6940

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:

BarbaraA.Roel@state.nm.us

www.nmprc.state.nm.us

New York

Director

Public Service Commission

Office of Retail Market

Development

3 Empire State Plaza

Albany, NY 12223-1350

518-474-1540

Toll free in NY: 1-877-342-3377

(Complaints about gas, electric, and telephone)

Toll free: 1-888-ASK-PSCI

(275-7721) (PSC Competition

Information)

Toll free: 1-866-GRN-PWR

(476-7697) (Green Power

Information)

Fax: 518-474-1691

e-mail: ronald_cerniglia@

dps.state.ny.us

askpsc.com

North Carolina

NC Utilities Commission,

Public Staff

Consumer Services

4326 Mail Service Center

Raleigh, NC 27699-4326

919-733-9277

Fax: 919-733-4744

e-mail: consumer.services@

ncmail.net

www.ncuc.commerce.state.nc.

us

North Dakota

Public Service Commission

600 E. Boulevard Ave., 

Dept 408, 12th Floor

Bismarck, ND 58505-0480

701-328-2400

TDD toll free in ND: 1-800-

366-6888

Fax: 701-328-2410

e-mail:

ndpsc@psc.state.nd.us

www.psc.state.nd.us

Ohio

Public Utilities Commission

180 East Broad St.

Columbus, OH 43215-3793

614-466-3292

Toll free in OH: 1-800-686-7826

TDD toll free in OH: 1-800-

686-1570

Fax: 614-752-8351

www.puc.state.oh.us

Oklahoma

Corporation Commission

PO Box 52000

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.occeweb.com

Oregon

Public Utility Commission

Consumer Services Division

550 Capitol St., NE, Ste. 215

PO Box 2148

Salem, OR 97308-2148

503-378-6600

STATE UTILITIES COMMISSIONS OMMISSIONS
110

STATE UTILITIES COMMISSIONS OMMISSIONS

804-371-9967

Toll free in VA: 1-800-552-7945

TDD: 804-371-9206

Fax: 804-371-9211

www.state.va.us/scc

Washington

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

Public Service Commission

201 Brooks St.

Charleston, WV 25301

304-340-0300

Toll free in WV: 1-800-344-5113

Fax: 304-340-0325

www.psc.state.wv.us

Wisconsin

Consumer Affairs Program

Director

Public Service Commission

Consumer Affairs Unit

610 North Whitney Way (53705)

PO Box 7854

Madison, WI 53707-7854

608-266-2001

Toll free: 1-800-225-7729

TDD: 608-267-1479

Fax: 608-266-3957

e-mail:

jackie.reynolds@psc.state.wi.

us

psc.wi.gov

Wyoming

Public Service Commission

2515 Warren Ave., Ste. 300

Cheyenne, WY 82002

307-777-7427

Toll free in WY: 1-888-570-9905

TTY: 307-777-7427

Fax: 307-777-5700

psc.state.wy.us

Tennessee

Chairman

Tennessee Regulatory

Authority

460 James Robertson Pkwy.

Nashville, TN 37243-0505

615-741-2904

Toll free: 1-800-342-8359

TDD/TTY toll free: 1-888-276-

0677

Fax: 615-741-5015

www.state.tn.us/tra

Texas

Public Utility Commission

1701 North Congress Ave.

PO Box 13326

Austin, TX 78711-3326

512-936-7000

Toll free: 1-888-PUC-TIPS

(782-8477)

TDD/TTY: 512-9367136

Fax: 512-936-7003

e-mail:

customer@puc.state.tx.us

www.puc.state.tx.us

Utah

Chairman

Public Service Commission

160 East 300 South

Salt Lake City, UT 84111

801-530-6716

Toll free in UT: 1-800-874-0904

TDD: 801-530-6716

Fax: 801-530-6796

e-mail: psccal@utah.gov

www.psc.state.ut.us

Vermont

Public Service Board

112 State St., Drawer 20

Montpelier, VT 05620-2701

802-828-2358

TDD toll free in VT: 1-800-253-

0191

Fax: 802-828-3351

e-mail: clerk@psb.state.vt.us

www.state.vt.us/psb

Virginia

State Corporation

Commission

PO Box 1197

Richmond, VA 23218

Toll free in OR: 1-800-522-2404

(Consumer Services Only)

Toll free in OR: 1-800-553-9600

Fax: 503-378-5743

e-mail:

puc.consumer@state.or.us

www.puc.state.or.us

Pennsylvania

Public Utility Commission

PO Box 3265

Harrisburg, PA 17105-3265

717-783-7349

Toll free in PA: 1-800-782-1110

Fax: 717-787-5813

puc.paonline.com

Puerto Rico

Chairman

Public Service Commission

PO Box 190870

San Juan, PR 00919-0817

787-756-1425

Fax: 787-758-3418

Rhode Island

Public Utilities Commission

89 Jefferson Boulevard

Warwick, RI 02888

401-941-4500

TDD: 401-277-3500

Fax: 401941-4885

www.ripuc.org

South Carolina

Office of Regulatory Staff

Consumer Services Dept.

PO Box 11263

Columbia, SC 29211

803-737-5230

Toll free in SC: 1-800-922-1531

TDD toll free in SC: 1-800-735-

2905

www.regulatorystaff.sc.gov

South Dakota

Public Utilities Commission

Consumer Affairs

500 East Capitol Ave.

Pierre, SD 57501-5070

605-773-3201

Toll free: 1-800-332-1782

(Consumer Affairs Only)

Fax: 605-773-3809

www.state.sd.us/puc/puc.htm
Provided financial support for the publication of the Consumer Action Handbook. 111

1331 F St., NW, Ste. 1000

Washington, DC 20004-1111

202-272-0080

Toll free: 1-800-872-2253

TDD: 202-272-0082;

TDD/TTY toll free: 1-800-993-2822

Fax: 202-272-5447

e-mail: info@access-board.gov

www.access-board.gov

CDC National STD and AIDS Hotline

Centers for Disease Control and Prevention

CDC National STD Hotline: 1-800-227-8922

Toll free: 1-800-342-AIDS (2437) (24 hrs.)

TDD toll free: 1-800-243-7889 (for Deaf and

Hard of Hearing Callers)

www.cdcnpin.org

General Inquiries

Centers for Disease Control and Prevention

1600 Clifton Rd.

Atlanta, GA 30333

Toll free: 1-800-311-3435

www.cdc.gov

www.cdc.gov/spanish (Spanish)

624 9th St., NW

Washington, DC 20425

202-376-8513 (Complaint Referral in DC)

202-376-8128 (Publications)

Toll free: 1-800-552-6843 (Complaint Referral)

TDD nationwide: 202-376-8116 (Complaint

Referral)

Office of Public Affairs

Office of External Affiars

Lafayette Center

1155 21st St., NW

Washington, DC 20581

202-418-5080

Fax: 202-418-5525

e-mail: oea@cftc.gov

www.cftc.gov

Also, see CFTC Consumer Alerts/Advisories

under “Customer Protection” on the

CFTC web homepage at www.cftc.gov.

Washington, DC 20207

Toll free: 1-800-638-CPSC (2772) (Product

Safety Hotline)

TDD toll free: 1-800-638-8270

Fax: 301-504-0051 (On Demand)

e-mail: info@cpsc.gov

www.cpsc.gov

CPSC oversees the safety of over 15,000 kinds

of consumer products, including toys and nursery equipment, appliances, sports, yard and

playground equipment, furniture, clothing, computers, and fireworks. It announces about 250

recalls a year of potentially unsafe products. To

get information on product recalls or report a

hazardous product or product-related injury,

call CPSC’s hotline (Spanish-speaking staff

available), visit its website, or send an e-mail.

To order free publications, visit the website or

write to the address above, Attention:

Publications Request.

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

that may be help when making purchase decisions or dealing with consumer problems.

If you need help in deciding which federal agency to contact, check the index at the end of this

book or call the Federal Citizen Information Center (FCIC) toll free, 1 (800) FED INFO.

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

FEDERAL AGENCIES GENCIES

Architectural and Transportation

Barriers Compliance Board

(ACCESS Board)

Centers for Disease Control and

Prevention (CDC)

Commission on Civil Rights

Commodity Futures Trading

Commission (CFTC)

Consumer Product Safety

Commission (CPSC)

FEDERAL
112

Public Affairs

Animal and Plant Health Inspection Service

Department of Agriculture (USDA)

4700 River Rd., Unit 51

Riverdale, MD 20737

301-734-7799

Fax: 301-734-5221

www.aphis.usda.gov

Cooperative State Research, Education,

and Extension Service

U. S. Department of Agriculture

1400 Independence Ave., SW

Washington, DC 20250-2215

202-720-4651

Fax: 202-690-0289

www.reeusda.gov

Or consult county government listings in your

local telephone directory for the number of

your local Cooperative.

Food, Nutrition and Consumer Services

Department of Agriculture (USDA)

3101 Park Center Dr., Room 1034

Alexandria, VA 22302-1594

703-305-7600

Fax: 703-305-3400

e-mail: info@cnpp.usda.gov

www.cnpp.usda.gov

Food, Nutrition and Consumer Services

Food and Nutrition Service

703-305-2281

Fax: 703-305-2313

e-mail: webmaster@fns.usda.gov

www.fns.usda.gov

Meat and Poultry Hotline

Department of Agriculture (USDA)

1400 Independence Ave., SW, Room 2925 South

Washington, DC 20250

301-504-6316

Toll free: 1-800-535-4555

TDD/TTY toll free:1-800-256-7072

www.fsis.usda.gov

Office of Communications

Department of Agriculture (USDA)

1400 Independence Ave., SW, Room 506-A

Washington, DC 20250

202-720-2791

Bureau of the Census

Department of Commerce

Customer Services

Washington, DC 20233

301-763-INFO (4636)

Fax: 301-457-4714

e-mail: webmaster@census.gov

www.census.gov

National Institute of Standards

Metric Program

Department of Commerce

100 Bureau Dr., Mail Stop 2000

Gaithersburg, MD 20899-2000

301-975-3690

Fax: 301-948-1416

e-mail: metric_prg.@nist.gov

www.nist.gov/metric

The metric program educates the public and

offers free resources to facilitate greater

awareness and understanding of the metric

system of measurement.

Office of Weights and Measures

National Institute of Standards and Technology

Department of Commerce

Room 223, Bldg. 820

Gaithersburg, MD 20899

301-975-4004

Fax: 301-926-0647

e-mail: owm@nist.gov

www.nist.gov/owm

The Office of Weights and Measures of the

National Institute of Standards and Technology

promotes uniformity in U.S. weights and measures laws, regulations, and standards to

achieve equity between buyers and sellers in

the marketplace.

Seafood Inspection Program

National Oceanic and Atmospheric

Administration

Department of Commerce

1315 East-West Hwy., F/SI, Rm. 10842

Silver Spring, MD 20910

301-713-2355

Toll free: 1-800-422-2750

Fax: 301-713-1081

seafood.nmfs.noaa.gov

The National Oceanic and Atmospheric

Administration (NOAA) oversees fisheries

FEDERAL AGENCIES GENCIES

Provided financial support for the publication of the Consumer Action Handbook.

Department of Agriculture (USDA) Department of Commerce (DOC)
113

management in the U.S. and provides a voluntary inspection service to the industry.

The NOAA Seafood Inspection Program offers

a variety of professional inspection services,

which assure compliance with all applicable

food regulation. NOAA also provides product

quality evaluation, grading, and certification

services for vessels, retailers and processing

plants. 

United States Patent and Trademark

Office

Department of Commerce

Patents: Commissioner for Patents ( 20231)

Trademarks: 2900 Crystal Dr. (22202)

Arlington, VA 22202

703-308-4357

Toll free: 1-800-786-9199

TDD/TTY: 703-305-7785

Fax: 703-308-5258

www.uspto.gov

National Committee for Employer

Support of the Guard and Reserve

Department of Defense

1555 Wilson Blvd., Ste. 200

Arlington, VA 22209-2405

703-696-1400

Toll free outside DC: 1-800-336-4590

Fax: 703-696-1411

www.esgr.com

Provides assistance with employer/employee

problems for members of the Guard and

Reserve and their employers. See page 147 for

Family and Community Service Centers.

400 Maryland Ave., SW

Washington, DC 20202

www.ed.gov

1-800-USA-LEARN

(1-800-872-5327)

TTY/TDD: 1-800-437-0833

Fax: 202-401-0689

e-mail: USA_LEARN@ed.gov

www.ed.gov/about/contacts/tollfree/index.html

#geninfo

Use this phone number and website 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. 

No Child Left Behind

Toll free: 1-888-814-NCLB 

TTY: 1-800-437-0833

Fax: (202) 401-0689

e-mail: NoChildLeftBehind@ed.gov

National Library of Education

1-800-424-1616

TTY/TTD: 202-219-1699

e-mail: Library@inet.ed.gov

www.ed.gov/NLE

Use this phone number to obtain information

about education statistics, research, and publications published by the Office of Educational

Research and Improvement.

Educational Resources Information Center

Toll free: 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 English

Language Acquisition (NCELA)

Department of Education

The George Washington University

1118 22nd St., NW

Washington, DC 20037

202-467-0867

Toll free outside DC: 1-800-321-NCBE (6223)

Fax: (Toll free) 1-800-531-9347 or 202-467-4283

e-mail: askncela@ncela.gwu.edu

www.ncela.gwu.edu

NCBE is funded by the Office of Bilingual

Education and Minority Languages Affairs

FEDERAL AGENCIES GENCIES

Department of Defense (DOD)

Department of Education (ED)

Provided financial support for the publication of the Consumer Action Handbook.

(Dept. of Commerce con’t.)

FEDERAL
114

FEDERAL AGENCIES GENCIES

Federal Student Aid Information Center

Department of Education

Toll free: 1-800-4FED-AID (Info. on how to

apply for federal student aid.)

TDD/TTY toll free: 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 (FAFSA),

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

for information about this organization:

www.ed.gov/offices/OSFAP

Energy Efficiency and Renewable Energy

Clearinghouse

Department of Energy

PO Box 3048

Merrifield, VA 22116

202-586-1510

Toll free: 1-800-DOE-3732

TDD toll free: 1-800-273-2957

www.eren.doe.gov

For information about conservation and renewable energy

Office of Energy Efficiency and

Renewable Energy

Department of Energy

Washington, DC 20585

202-586-4074

Fax: 202-586-1233

For inquiries about weatherization assistance

Office of Consumer Information

Department of Energy

Washington, DC 20585

202-586-1908

Fax: 202-586-8006

(OBEMLA) to collect, analyze, synthesize and

disseminate information related to the education of bilingually and culturally diverse students in the U.S.

Office of Intergovernmental and

Interagency Affairs

Department of Education

400 Maryland Ave., SW

Room 5E301

Washington, DC 20202

202-401-0404

Fax: 202-401-8607

Office of Public Affairs

Department of Education

400 Maryland Ave., SW

Room 7E231

Washington, DC 20202

202-401-1576

Fax: 202-401-3130

Office of Special Education and

Rehabilitative Services (OSERS)

Department of Education

330 C St., SW, Room 3132

Washington, DC 20202-2524

202-245-7488

TDD: 202-205-4208

www.ed.gov/offices/OSERS

Publications Center (EDPUBS)

Department of Education

PO Box 1398

Jessup, MD 20794-1398

Toll free: 1-877-4ED-PUBS (1-877-433-7827)

TDD/TTY toll free: 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 U.S. 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.

Department of Energy (DOE)

(Dept. of Education con’t.)
115

Office of Scientific and Technical

Information

Department of Energy

PO Box 62

Oak Ridge, TN 37832

865-576-1188

865-576-8401 (Document Requests)

Fax: 865-576-5728

www.osti.gov

Administration on Aging

One Massachusettes Ave., NW

Washington, DC 20201

202-619-0724

Toll free Eldercare Locator: 1-800-677-1116 

( 9 a.m.-8 p.m. EST, M-F)

Fax: 202-357-3555

e-mail: aoainfo@aoa.gov

www.aoa.gov

The Eldercare locator is run by the DHHS and

two associations for the aged. Set up to locate

community assistance for senior citizens, its

trained volunteers can provide you with the

names and phone numbers of local organizations that can help you and the person you have

been caring for.

National Clearinghouse on Child Abuse

and Neglect Information

Department of Health and Human Services

330 C St., SW

Washington, DC 20447

703-385-7565

Toll free outside DC: 1-800-394-3366 (8:30 a.m–

5:30 p.m., M-F, automated system off-hours)

e-mail: nccanch@calib.com

nccanch.acf.hhs.gov

Food and Drug Administration

5600 Fishers Lane

Rockville, MD 20857-0001

Toll free: 1-888-463-6332 (10 a.m.–4 p.m. ET)

www.fda.gov

Center for Food Safety and Applied

Nutrition Information Line

Food and Drug Administration

Toll free: 1-888-SAFEFOOD (1-888-723-3366)

10:00 a.m.-4:00 p.m.

www.cfsan.fda.gov

Center for Beneficiary Choices

Centers for Medicare and Medicaid Services (CMS)

Department of Health and Human Services 

7500 Security Blvd.

Baltimore, MD 21244-1850

Toll free: 1-800-MEDICARE (24 hours a day, 7

days a week)

TDD toll free: 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,

audio-tape, braille), get detailed information

about the Medicare managed care plans in your

area, order Medicare health plan quality and

customer satisfaction information, and listen to

recorded questions and answers on topics such

as Medicare health plan choices and health

plan quality information. CMS runs the

Medicare, Medicaid, Clinical Laboratories

(under the CLIA program), and Children’s

Health Insurance programs, and works to make

sure that the beneficiaries in these programs

are able to get high quality health care.

National Cancer Institute (NCI)

Department of Health and Human Services

Toll free: 1-800-4-CANCER (422-6237)

www.cancer.gov

National Health Information Center

Department of Health and Human Services

PO Box 1133

Washington, DC 20013-1133

301-565-4167 (Maryland)

Toll free: 1-800-336-4797

Fax: 301-984-4256

e-mail: healthfinder@nhic.org

www.healthfinder.gov

A health information referral service that links

consumers and health professionals who have

health questions with organizations best able

to provide answers. Also maintains

www.health.gov/nhic.

National Institute of Mental Health

National Institutes of Health

Department of Health and Human Services

6001 Executive Blvd., Room 8184

Bethesda, MD 20892-9663

301-443-4513

Toll free: 1-866-615-6464

TTY: 301-443-8431

Fax: 301-443-4279

e-mail: nimhinfo@nih.gov

www.nimh.nih.gov

FEDERAL AGENCIES GENCIES

(Dept. of Energy con’t.)

Department of Health and Human

Services (HHS)

FEDERAL

Provided financial support for the publication of the Consumer Action Handbook.
116

FEDERAL AGENCIES GENCIES

Fax on Demand: 301-443-5158 (Mental Health

Fax 4U)

NIMH is the federal agency that conducts and

supports research that seeks to understand,

treat, and prevent mental illness. Trained information specialists are available 8: 30 a.m. to

5:00 p.m. EST, Monday thru Friday.

Contact NIMH for information on the symptoms, diagnosis and treatment of mental disorders, clinical trials and research. A publications ordering system is available on the NIMH

website. Some publications are available in

Spanish.

National Runaway Switchboard

Department of Health and Human Services 

3080 N. Lincoln Ave.

Chicago, IL 60657

773-880-9860

Toll free: 1-800-621-4000

TDD/TTY toll free: 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 

26 Federal Plaza

New York, NY 10278

212-264-3313

Toll free: 1-800-368-1019

TTY: 212-264-2355

Fax: 212-264-3039

Office of Civil Rights

Department of Health and Human Services 

200 Independence Ave., SW

Mail Stop 509F

Washington, DC 20201

202-619-0403

Toll free: 1-800-368-1019

Fax: 202-619-3818

e-mail: execsec@os.dhhs.gov

www.dhhs.gov/ocr

Office of Child Support Enforcement

Department of Health and Human Services 

370 L’Enfant Promenade, SW, 4th Floor East

Washington, DC 20447

202-401-9373

Fax: 202-205-5927

www.acf.dhhs.gov/programs/cse/

President’s Council on Physical Fitness

and Sports

Department of Health and Human Services 

Department W

200 Independence Ave., SW

Room 738-H

Washington, DC 20201-0004

202-690-9000

Fax: 202-690-5211

www.fitness.gov

HHS-TIPS Fraud Hotline

Department of Health and Human Services 

PO Box 23489

Washington, DC 20026

Toll free: 1-800-HHS-TIPS (1-800-447-8477)

Fax: 1-800-223-8164 (Toll free: cover sheet

required/10 page max.)

e-mail: htips@os.dhhs.gov

Washington, DC 20528

202-282-2000

www.dhs.gov

Terrorism Preparation Website: www.ready.gov

Bureau of Citizenship and Immigration

Services (BCIS)

Department of Justice

Toll free: 1-800-375-5283 (National Customer

Service Center)

TDD toll free: 1-800-767-1833

www.immigration.gov/graphics/index.htm

Customs and Border Protection

Department of the Treasury

1300 Pennsylvania Ave., NW

Washington, DC 20229

202-354-1000

Fax: 202-927-1380

www.customs.gov

United States Coast Guard

Navigation Center

Department of Homeland Security

2100 Second St., SW

Washington, DC 20593-0001

202-366-4000

www.uscg.mil

National Response Center

United States Coast Guard

Department of Homeland Security

(Dept. of Health and Human Services con’t.)

Department of Homeland Security
117

(Dept. of Homeland Security con’t.)

2100 Second St., SW, Room 2611

Washington, DC 20593

Toll free: 1-800-424-8802

Fax: 202-267-2165

www.nrc.uscg.mil

NRC must be called immediately if there is

environmental release of hazardous chemicals,

biological, radiological or etiological agents or

oil pollution; NRC provides the WMD hotline.

United States Secret Service

950 H St., NW

Washington, DC 20223

202-406-5800

www.secretservice.gov

Home Improvement Branch

Department of Housing and Urban

Development

451 7th St., SW, Room 9272

Washington, DC 20410

202-708-6396

Fax: 202-401-8951

www.hud.gov/homeimpr.html

Home Mortgage Insurance Division

Department of Housing and Urban

Development

451 7th St., SW, Room 9272

Washington, DC 20410

202-708-2121

Inspector General’s Fraud Hotline

Department of Housing and Urban

Development

Office of Investigations

451 7th St., SW

Washington, DC 20410-4500

202-708-4200

Toll free outside DC: 1-800-347-3735

TDD toll free: 1-800-304-9597

e-mail: hotline@hudoig.gov

www.hud.gov/oig/oighot.html

Office of Manufactured Housing

Program

Office of Deputy Assistant Secretary for

Regulatory Affairs and Manufactured Housing

Department of Housing and Urban

Development

451 7th St., SW, Room 9152

Washington, DC 20410

202-708-6423

Toll free: 1-800-927-2891

Fax: 202-708-4213

e-mail: mhs@hud.gov

www.hud.gov/offices/hsg/sfh/mhs/mhshome.cfm

(Also visit:

www.hud.gov/offices/hsg/sfh/mps/mpshome.cfm)

The Manufactured Housing Program is a consumer protection program that regulates the

construction of certain factory-built housing

units called “manufactured homes” formerly

known as “mobile homes.” HUD works with

37 states to respond to consumer complaints.

The Minimum Property Standards (MPS)

establish certain minimum standards for buildings constructed under HUD housing programs. This includes new single family homes,

multi-family housing and health care type facilities.

Office of Affordable Housing Programs

Department of Housing and Urban

Development

451 7th St., SW, Room 7164

Washington, DC 20410

202-708-2685

Office of Fair Housing and Equal

Opportunity

Department of Housing and Urban

Development

451 7th St., SW

Room 5100

Washington, DC 20410

202-708-4252

Toll free: 1-800-669-9777 (Hotline Complaints)

Office of RESPA and Interstate Land Sales

Office of the Deputy Assistant Secretary for

Regulatory Affairs and

Manufactured Housing

451 7th St., SW, Room 9146

Washington, DC 20410

202-708-0502

Toll free: 1-800-217-6970 (Home Buyer Assistance)

e-mail: hsg-respa@hud.gov

www.hud.gov/offices/hsg/sfh/res/respa_hm.cfm

(Also visit:

www.hud.gov/offices/hsg/sfh/ils/ilshome.cfm

(Interstate Land Sales)

Handles complaints and provides information

regarding real estate loan transactions and

borrower rights under the Real Estate

Settlement Procedures Act (RESPA). The

FEDERAL AGENCIES GENCIES

Department of Housing and Urban

Development (HUD)

FEDERAL

INDEX
118

FEDERAL AGENCIES GENCIES

Office of Disability Employment Policy

Department of Labor, Rm. S1303

200 Constitution Ave., NW

Washington, DC 20210

1-866-4-USA-DOL (1-866-487-2365)

TTY toll free: 1-877-889-5627

Fax: 202-693-7888

www.dol.gov/odep

Employment Standards Administration

Department of Labor, Rm. S2321

200 Constitution Ave., NW

Washington, DC 20210

1-866-4US-WAGE (1-866-487-9243)

TTY toll free: 1-877-889-5627

www.dol.gov/esa

Employment and Training Administration

Office of Public Affairs

Department of Labor, Rm. S2307

200 Constitution Ave., NW

Washington, DC 20210

Toll free: 1-877-US-2JOBS (1-877-872-5627)

TTY toll free: 1-877-889-5627

www.doleta.gov

Mine Safety and Health Administration

Department of Labor

1100 Wilson Blvd., 21st Floor

Arlington, VA 22209

Toll free: 1-866-4 USA-DOL (1-866-487-2365)

www.msha.gov

Occupational Safety and Health

Administration (OSHA)

Office of Information and Consumer Affairs

Department of Labor, Rm. S2315

200 Constitution Ave., NW

Washington, DC 20210

1-800-321-OSHA

Toll free: 1-800-321-OSHA (1-800-321-6742)

TTY toll free: 1-877-889-5627

www.osha.gov

Office of Public Affairs

Department of Labor, Rm. S2514

200 Constitution Ave., NW

Washington, DC 20210

202-693-4650 (News Media Inquiries)

TTY toll free: 1-877-889-5627

www.dol.gov

Interstate Land Sales program protects consumers from fraud and abuse in the sale or

lease of land. The Interstate Land Sales Full

Disclosure Act requires land developers to register subdivisions of 100 or more non-exempt

lots with HUD and to provide each purchaser

with a disclosure document called a Property

Report. The Property Report contains relevant

information about the subdivision and must be

delivered to each purchaser before the

signing of the contract or agreement.

Americans with Disabilities Act (ADA)

Information Line

Department of Justice, Civil Rights Division

950 Pennsylvania Ave., NW

Disability Rights Section—NYAV

Washington, DC 20035-6738

Toll free: 1-800-514-0301

TTY: 1-800-514-0383

www.ada.gov

Antitrust Division

Department of Justice

950 Pennsylvania Ave., NW, Room 3645

Washington, DC 20530

202-514-2481

Fax: 202-514-6543

e-mail: antitrust@usdoj.gov

www.usdoj.gov/atr

Civil Rights Division

Department of Justice

950 Pennsylvania Ave., NW

Washington, DC 20530

202-514-2151

Fax: 202-514-0293

www.usdoj.gov/crt

Drug Enforcement Administration (DEA)

Department of Justice

Washington, DC 20537

202-307-1000

www.dea.gov

Federal Bureau of Investigation (FBI)

Department of Justice

935 Pennsylvania Ave., NW

Washington, DC 20535

202-324-3000

Fax: 202-324-2020

www.fbi.gov

Department of Labor (DOL)

Department of Justice (DOJ)

(Dept. of Housing and Urban Development con’t.)
119

National Passport Information Center

Passport Services

Department of State

Toll free: 1-877-4USA-PPT (1-877-487-2778)

TDD/TTY toll free: 1-888-874-7793

travel.state.gov

For information on U.S. passports, including

the status of pending applications, as well as

the locations of the over 4,500 passport acceptance facilities.

Visa Services

Department of State

Washington, DC 20520

202-663-1225 (8:30 a.m.–5:00 p.m., EST M-F)

Emergency after hours: 202-647-1512

Fax: 202-663-3897

e-mail: usvisa@state.gov

travel.state.gov/visa_services.html

For information on U.S. visas for foreigners.

Bureau of Indian Affairs

Department of the Interior

1849 C St., NW

Washington, DC 20240

202-208-3711

Bureau of Land Management

Department of the Interior

1849 C St., NW

Washington, DC 20240

202-452-5125

Fax: 202-452-5124

Fish and Wildlife Service

Department of the Interior

18th and C Sts., NW

Washington, DC 20240

202-208-4131

Geological Survey

Department of the Interior

12201 Sunrise Valley Dr.

Reston, VA 20192

1-888-ASK-USGS

(1-888-275-8747)

www.usgs.gov

National Park Service

Department of the Interior

1849 C St., NW

Washington, DC 20240

202-208-4747 (Public Affairs)

www.nps.gov

Employee Benefits Security Administration

Office of Program Services

Department of Labor, Rm. S2524

200 Constitution Ave., NW

Washington, DC 20210

Toll free: 1-866-444-3272

TTY toll free: 1-877-899-5627

www.dol.gov/pwba

Provides information and answers questions on

private sector, employer-sponsored pension

benefit and health

Women’s Bureau

Department of Labor, Rm. S3002

200 Constitution Ave., NW

Washington, DC 20210

Toll free: 1-800-827-5335

TTY toll free: 1-877-889-5627

Fax: 202-693-6725

www.dol.gov/wb

The Women’s Bureau covers work issues such

as sexual harassment, pregnancy discrimination, family and medical leave, and dependent

care (child and/or elder care) policies.

Veteran’s Employment and Training Service

Department of Labor, Rm. S1316

200 Constitution Ave., NW

Washington, DC 20210

Toll free: 1-866-4-USA-DOL

TTY toll free: 1-877-889-5627

www.dol.gov/vets

Overseas Citizens Services

Department of State

Washington, DC 20520

202-647-5225 (For help with emergencies and

non-emergencies affecting private Americans

abroad, 8:15 a.m.-10 p.m., M-F)

202-647-4000 (After-hours emergencies, Sundays,

and holidays call and ask for the duty officer)

Fax: 202-647-2867

travel.state.gov

Office of Children’s Issues (International child

abduction & adoption of foreign children)

202-736-7000

Fax: 202-663-2674

FEDERAL AGENCIES GENCIES

(Dept. of Labor con’t.)

Department of the Interior

Department of State

FEDERAL
120

FEDERAL AGENCIES GENCIES

about filing from your home computer is available at www.irs.gov.

IRS e-payment: IRS e-payment options offer

secure, convenient payment of tax balances.

Direct debits can be authorized on electronically filed returns. Credit card payments can be

made through e-filing software, by phone, 

or via the Internet. For more information, go to

www.irs.gov and www.eftps.gov.

Refund Status: IRS has more options than

ever for you to check the status of a federal

income tax refund. Access the secure website

www.irs.gov to find out if the IRS received your

return and whether your refund was processed

and sent to you. You can also call 1-800-829-

4477 or 1-800-829-1040. Whichever method you

choose, you’ll need your Social Security number, filing status, and the refund amount.

Employer Identification Numbers: Employer

Identification Numbers (EIN) can be obtained

by fax, mail, or phone. To get an EIN by fax or

mail, download Form SS-4, Application for

Employer ID Number, from www.irs.gov or

order a copy from 1-800-829-3676. Complete the

form and fax or mail it to the number or address

shown on the form for your state. To get an EIN

by phone, call toll-free 1-866-816-2065 Monday

through Friday between 7:30 a.m. and 5:30 p.m.

local time.

Frivolous Tax Arguments and Abusive

Schemes: Don’t fall victim to a frivolous tax

argument or abusive scheme. Be on guard for

tax scams and recognize that if something

sounds too good to be true, it probably is.

Office of Thrift Supervision

Compliance Policy

Department of the Treasury

1700 G St., NW

Washington, DC 20552

Toll free: 1-800-842-6929

www.ots.treas.gov

The Office of Thrift Supervision handles complaints about federal savings and loans and

federal savings banks.

Bureau of the Public Debt

Marketing Office

Department of the Treasury

999 E St., NW, Ste. 313

Washington, DC 20239

202-691-3535

Toll free: 1-800-4US-BOND (Toll free recording

of savings bond interest rates)

www.publicdebt.treas.gov

Bureau of Alcohol, Tobacco and Firearms

Department of the Treasury

650 Massachusetts Ave., NW

Washington, DC 20226

202-927-7777

Fax: 202-927-7862

www.atf.treas.gov

Bureau of Engraving and Printing

Office of External Relations

Department of the Treasury

14th and C Sts., SW, Room 533 M

Washington, DC 20228

202-874-3019

Fax: 202-874-3177

www.moneyfactory.com

Office of the Commissioner

Bureau of the Public Debt

Department of the Treasury

999 E St., NW, Room 500

Washington, DC 20239

202-691-3502

www.publicdebt.treas.gov

Customer Assistance Group

Comptroller of the Currency

Department of the Treasury

1301 McKinney St., Ste. 3710

Houston, TX 77010

Toll free: 1-800-613-6743

www.occ.treas.gov

Office of Legislative and Public Affairs

Financial Management Service

Department of the Treasury

Liberty Center 401, 14th St., SW, Rm. 555

Washington, DC 20227

202-874-6740

Fax: 202-874-7016

www.fms.treas.gov

Internal Revenue Service (IRS)

Department of the Treasury

General Information: 1-800-829-1040

Automated Refund Information: 1-800-829-4477

Taxpayer Advocate Service: 1-877-777-4778

TDD toll free: 1-800-829-4059

www.irs.gov

IRS e-file: IRS e-file is fast, easy, and safe;

more than 46 million Americans chose IRS efile to file their 2001 tax returns. Information

Department of the Treasury
121

Customer Service Center

United States Mint

Department of the Treasury

10003 Derekwood Lane

Lanham, MD 20706

Toll free: 1-800-872-6468

www.usmint.gov

Federal Motor Carrier Safety

Administration

400 7th St.

Washington, DC 20590

202-366-2519

www.fmcsa.dot.gov

Household Goods Consumer Complaint and

Safety Violation Hotline. Consumers may and

are encouraged to submit household goods

(HHG) commercial complaints to the Federal

Motor Carrier Safety Administration by

calling toll-free number, 1-888-368-7238 (DOTSAFT). Additional information about rights and

responsibilities when moving may be found at:

www.fmcsa.dot.gov/factsfigs/moving.htm. This

same toll-free number may be used to report

dangerous safety violations involving a commercial truck or bus.

Federal Aviation Administration (ASY- 300)

Department of Transportation

Washington, DC 20591

Toll free: 1-800-255-1111 (Air safety hotline for

general public and aviation community to

report unsafe aviation practices.)

Federal Aviation Administration

Department of Transportation (DOT)

800 Independence Ave., SW

Washington, DC 20591

202-366-4000

Toll free: 1-800-FAA-SURE (322-7873)

(Consumer hotline other than safety issues,

see above, 8 am-4 pm, M-F)

www.faa.gov

AIR Consumer Protection Division

Department of Transportation (DOT)

C-75, Room 4107

Washington, DC 20590

202-366-2220

e-mail: airconsumer@dot.gov

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 7th Street, SW, Mail Stop 25

Washington DC 20590

National Highway Traffic Safety

Administration (NHTSA)

Department of Transportation (DOT)

400 7th St., SW, Room 5232

Washington, DC 20590

Toll free DOT Safety Hotline: 1-888-DASH 2

DOT (1-888-327-4236)

www.nhtsa.dot.gov

DOT Auto Safety Hotline. NHTSA wants to

hear from consumers regarding potential

defects in their cars. NHTSA’s hotline has

information on safety recalls, crash test ratings, child safety seats, bicycles, air bags, and

impaired driving prevention.

Transportation Security Administration

Department of Transportation (DOT)

400 7th St., SW

Washington, DC 20590

Toll free: 1-866-289-9673 (Complaints about the

baggage screening process at airports. Also to

report items damaged in screening.

Toll free: 1-888-328-6172 (For Security Screener

and Law Enforcement Employment Inquiries)

www.tsa.dot.gov

Toll free: 1-800-827-1000

www.va.gov

For information about VA medical care or benefits, write, call or visit your nearest VA facility.

Consumer Affairs Service (075B)

Department of Veterans Affairs 

810 Vermont Ave., NW

Washington, DC 20420

202-273-5760

For consumer information or general assistance.

FEDERAL AGENCIES GENCIES

(Dept. of Treasury con’t.)

Provided financial support for the publication of the Consumer Action Handbook.

Department of Veterans Affairs (VA)

Department of Transportation (DOT)

FEDERAL
122

FEDERAL AGENCIES GENCIES

www.epa.gov/iaq/iaqxline.html

The IAQ is an easily accessible, central source

of information on indoor air quality, created and

supported by the U.S. Environmental Protection

Agency.

Inspector General’s Fraud, Waste and

Abuse Hotline

Environmental Protection Agency 

1200 Pennsylvania Ave., NW, Mail Code 2410

Washington, DC 20460

202-566-2476

Toll free: 1-888-546-8740

Fax: 202-260-0711

www.epa.gov/oig/ombudsman-hotline.htm

EPA Headquarters Information

Resources Center

Environmental Protection Agency 

1200 Pennsylvania Ave., NW

Library and Mailcode 3404T

Washington, DC 20460

202-566-0556

Fax: 202-556-0562

e-mail: public-access@epamail.epa.gov

Mailing address: 1200 Pennsylvania Avenue

NW, Mailcode 3201

Washington DC 20460

This is the EPA headquarters library, which

provides assistance in locating EPA and environmental information, including general interest, non-technical publications on a variety of

environmental topics.

National Pesticide Information Center

Environmental Protection Agency

Oregon State University

333 Weniger Hall

Corvalis, OR 97331-6502

Toll free: 1-800-858-7378 (United States, Puerto

Rico, Virgin Islands)

Fax: 541-737-0761

e-mail: npic@ace.orst.edu

ace.orst.edu/info/npic

A service that provides objective, sciencebased information about a wide variety of pesticide-related subjects, including: pesticide

products, recognition and management of pesticide poisonings, toxicology, environmental

chemistry.

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

National Cemetery Administration (402B2)

Department of Veterans Affairs

810 Vermont Ave., NW

Washington, DC 20420

202-273-5221

Fax: 202-273-6698

For information about burials, headstones or

markers, State cemetery grants program, and

presidential memorial.

Veterans Benefits Administration (20S5)

Department of Veterans Affairs 

810 Vermont Ave., NW

Washington, DC 20420

202-273-7588 (Publications Only)

Toll free: 1-800-827-1000

www.va.gov

For information about benefits.

Veterans Health Administration (10C3)

Department of Veterans Affairs 

810 Vermont Ave., NW

Washington, DC 20420

Toll free: 1-877-222-8387

Fax: 202-273-9609

For information about medical care.

Energy Star Program

Environmental Protection Agency (EPA)

1200 Pennsylvania Ave., NW, Rm. 6202J

Washington, DC 20460

Toll free: 1-888-STAR-YES (1-888-782-7937)

e-mail: info@energystar.gov

www.energystar.gov

The ENERGY STAR® label is awarded to products for the home and office that are highly energy efficient. Buying appliances, consumer electronics, lighting, heating and cooling equipment

and other products that carry this label helps

protect the environment and saves money as

well.

Indoor Air Quality (IAQ) Information

Clearinghouse (IAQ INFO)

Environmental Protection Agency 

PO Box 37133

Washington, DC 20013

703-356-4020

Toll free: 1-800-438-4318

e-mail: IAQINFO@aol.com

Environmental Protection Agency 

(EPA)

(Dept. of Veteran Affairs con’t.)
123

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)

703-285-1103

Toll free: 1-800-426-4791

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)

202-554-1404

Fax: 202-554-5603

e-mail: tsca-hotline@email.epa.gov

Office of Communications and

Legislative Affairs

Equal Employment Opportunity Commission

1801 L St., NW

Washington, DC 20507

202-663-4900

Toll free outside DC area: 1-800-669-4000 (File-acharge information)

TDD toll free outside DC area: 1-800-669-3302

(file-a-charge information)

www.eeoc.gov

Consumer & Governmental Affairs

Bureau (CGB)

Federal Communications Commission (FCC)

445 12th St., SW

Washington, DC 20554

Toll free: 1-888-CALL-FCC (1-888-225-5322)

TTY toll free: 1-888-TELL-FCC (1-888-835-5322)

e-mail: fccinfo@fcc.gov

www.fcc.gov

Public inquiries and informal complaints

regarding cable, radio, satellite, telephone, television and wireless communication.

Compliance and Consumer Affairs Division

Div. of Supervision and Consumer Protection 

550 17th St., NW

Washington, DC 20429

202-736-0000

Toll free: 1-877-ASK-FDIC (1-877-275-3342)

TDD toll free: 1-800-925-4618

Fax: 202-898-6683

www.fdic.gov

FDIC handles questions about federal deposit

insurance coverage and complaints about

FDIC-insured state banks which are not members of the Federal Reserve System.

Office of Inspector General

Federal Emergency Management Agency 

Toll free: 1-800-323-8603 (Government Waste

Hotline)

www.fema.gov/ig/

Office of Public Affairs

Federal Emergency Management Agency 

500 C St., SW

Washington, DC 20472

202-646-4600

Fax: 202-646-4086

e-mail: opa@fema.gov (General Inquiries)

www.fema.gov

Federal Insurance Administration

Federal Emergency Management Agency

National Flood Insurance Program

500 C St., SW

Washington, DC 20472

202-646-2780

Toll free: 1-888-CALL-FLOOD

TDD toll free: 1-800-427-5593

Fax: 202-646-2531

www.fema.gov

United States Fire Administration

National Emergency Training Center (NETC)

Federal Emergency Management Agency 

16825 South Seton Ave.

Emmitsburg, MD 21727

301-447-1117 (Office of the Superintendent,

National Fire Academy)

FEDERAL AGENCIES GENCIES

Federal Emergency Management

Agency (FEMA)

Equal Employment Opportunity

Commission

Federal Deposit Insurance

Corporation (FDIC)

Federal Communications

Commission (FCC)

FEDERAL

(Environmental Protection Agency con’t.)

Provided financial support for the publication of the Consumer Action Handbook.
124

Consumer Response Center

Federal Trade Commission 

600 Pennsylvania Ave., NW

Washington, DC 20580

Toll free: 1-877-FTC-HELP (1-877-382-4357)

TDD/TTY: 1-866-653-4261

www.ftc.gov

The FTC works for the consumer to prevent

fraudulent, deceptive, and unfair business practices in the marketplace and to provide information to help consumers spot, stop, and avoid

them. To file a complaint or to get free information on consumer issues, visit www.ftc.gov or

call toll-free, 1-877-FTC-HELP (1-877-382-4357);

TTY: 1-866-653-4261. The FTC enters Internet,

telemarketing, identity theft, and other fraudrelated complaints into Consumer Sentinel, a

secure, online database available to hundreds

of civil and criminal law enforcement

agencies in the U.S. and abroad.

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

Federal Citizen Information Center (FCIC)

General Services Administration

Pueblo, CO 81009

719-948-4000

Toll free: 1 (800) FED INFO for information about

federal programs and services

Toll free: 1-888-8PUEBLO (Catalog Orders Only)

FCIC publishes the free Consumer Information

Catalog, which lists more than 200 free and lowcost federal booklets on a wide variety of consumer topics, and maintains a one-stop federal

consumer information website at

www.pueblo.gsa.gov. Consumers can access

information through printed publications, by

calling 1-800-FED-INFO, and through information

posted on FCIC’s family of websites:

301-447-1286 (Office of the Superintendent,

Emergency Management Institute)

Toll free: 1-800-238-3358

www.usfa.fema.gov

Response and Recovery Directorate

Federal Emergency Management Agency 

500 C St., SW, Room 705

Washington, DC 20472

202-566-1600

www.fema.gov/about/respond.shtm

Disaster victims living in presidentiallydeclared major disaster areas can find out if

they are eligible to apply for disaster assistance by calling the toll free number.

Office of Consumer Complaints

The Office of Consumer Complaints

800 North Capitol St., NW

Washington, DC 20573

202-523-5725

Fax: 202-523-5807

e-mail: Complaints@fmc.gov

www.fmc.gov

Regulatory agency maintaining statutory

authority over ocean carriers and certain other

entities, operating in the waterborne foreign

commerce of the United States. Assistance is

available to consumers engaged in

disputes with transporting carriers as well as

with cruise operators.

Div. of Consumer and Community Affairs

Board of Governors of the Federal Reserve System

20th & C St.s, NW

Washington, DC 20551

202-452-3693 (Complaints Only)

202-452-3204 (Public Affairs)

TDD: 202-452-3544

www.federalreserve.gov

The Board of Governors handles consumer

complaints about state-chartered banks and

trust companies that are members of the

Federal Reserve System.

FEDERAL AGENCIES GENCIES

Provided financial support for the publication of the Consumer Action Handbook.

Federal Trade Commission (FTC)

General Services Administration

(GSA)

Federal Reserve System

Federal Maritime Commission

(FEMA con’t.)
125

FEDERAL AGENCIES GENCIES

www.pueblo.gsa.gov, 

www.info.gov, 

www.FirstGov.gov, 

www.kids.gov, 

www.ConsumerAction.gov, 

and www.espanol.gov. 

For more information, see page i.

Federal Information Relay Service (see

pg. 35)

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 website 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 website at www.gsa.gov.

National Archives and Records

Administration at College Park

8601 Adelphi Rd.

College Park, MD 20740-6001

Toll free: 1-866-272-6272

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.

1331 F St., NW, Ste. 850

Washington, DC 20004

202-272-2004

TDD: 202-272-2074

Fax: 202-272-2022

e-mail: mquigley@ncd.gov

www.ncd.gov

The National Council on Disability is an independent Federal agency making recommendations to the President and Congress on policies

affecting 54 million Americans with disabilities.

1775 Duke St.

Alexandria, VA 22314-3428

703-518-6300

www.ncua.gov

The National Credit Union Share Insurance

Fund provides federal insurance for nearly 10,300

credit unions.

Division of Information

1099 14th St., NW, Room 94000

Washington, DC 20570

202-273-1991

Fax: 202-273-1789

www.nlrb.gov

Office of Consumer Affairs

Office of Public Affairs

U.S. Nuclear Regulatory Commission (NRC)

Washington, DC 20555

301-415-8200

Fax: 301-415-2234

e-mail: opa@nrc.gov

www.nrc.gov

The NRC regulates the commercial use of

nuclear materials and nuclear power in the U.S.

to protect public

Contact Center

Pension Benefit Guaranty Corporation

1200 K St., NW

Washington, DC 20005-4026

202-326-4100

Toll free: 1-800-400-PBGC

TDD/TTY users, call the federal relay service

toll-free at 1-800-877-8339

National Council on Disability (NCD)

National Credit Union Administration

National Labor Relations Board

Pension Benefit Guaranty

Corporation

Nuclear Regulatory Commission 

(NRC) National Archives and Records

Administration

FEDERAL

(General Services Administration con’t.)
126 Provided financial support for the publication of the Consumer Action Handbook.

FEDERAL AGENCIES GENCIES

and ask to be connected to the appropriate

number.

Fax: 202-326-4156

www.pbgc.gov

Questions and comments about the website

should go to webmaster@pbgc.gov. 

Personal Pension Inquiries should go to

mypension@pbgc.gov. 

There is a list of e-mails for the participants,

plan administrators and others at

www.pbgc.gov/contacts/allcontacts.htm.

Office of the Consumer Advocate (OCA)

Postal Rate Commission

1333 H St., NW, Ste. 300

Washington, DC 20268-0001

202-789-6839

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.

844 North Rush St.

Chicago, IL 60611-2092

312-751-4500

Toll free: 1-800-808-0772 (Helpline)

TDD/TTY: 312-751-4701

e-mail: help@rrb.gov

www.rrb.gov

The Railroad Retirement Board is an independent agency in the executive branch of the federal government. The Board’s primary function is

to administer comprehensive retirement-survivor and unemployment-sickness

benefit programs for the nation’s railroad workers and their families, under the Railroad

Retirement and Railroad Unemployment

Insurance Acts.

Office of Investor Education and

Assistance

Securities and Exchange Commission (SEC)

450 5th St., NW

Washington, DC 20549-0213

202-942-7040

Toll free: 1-800-SEC-0330 (To Order

Publications)

TDD: 202-942-7114

Fax: 202-942-9634 (Information and Complaints)

www.sec.gov/complaint.shtml

Toll free: 1-800-U-ASK-SBA (827-5722)

(Information)

TDD: 704-344-6640

Fax: 202-481-6190

e-mail: answerdesk@sba.com

www.sba.gov

SBA offices are located in all 50 states, the

District of Columbia, Puerto Rico, the U.S.

Virgin Islands and Guam. For the office nearest you, look under “U.S. Government” in your

telephone directory.

Office of Public Inquiries

Social Security Administration

Windsor Park Bldg.

6401 Security Blvd.

Baltimore, MD 21235

Toll free: 1-800-772-1213

www.ssa.gov

The Social Security Administration provides

retirement, survivors and disability benefits, as

well as, administers Supplemental Security

Income (SSI) payments. To report Social

Security or SSI fraud, call toll free: 1-800-269-

1925. 

Postal Rate Commission

Railroad Retirement Board

Small Business Administration 

(SBA)

Securities and Exchange

Commission (SEC)

Social Security Administration

(Pension Benefit Guaranty Corp. con’t.)
127

K St., NW

Washington, DC 20423-0001

Complaints about railroad rates and services.

Office of Congressional and Public

Services

Surface Transportation Board (STB)

1925 K St., NW, Ste. 840

Washington, DC 20423-0001

202-565-1592

Fax: 202-565-9016

Office of Press Services

Surface Transportation Board (STB)

1925 K St., NW

Washington, DC 20423-0001

202-565-1596 (Press Releases)

Fax: 202-565-9016.

Office of Consumer Advocate

U.S. Postal Service

475 L’Enfant Plaza, SW, Room 5801

Washington, DC 20260-2202

202-268-2284

Toll free: 1-800-ASK-USPS (1-800-275-8777)

TTY: 1-877-877-7833

www.usps.gov

In order to meet the real-time needs of consumers and better serve them, the Consumer

Advocate’s office provides three channels to

gather feedback from its customers.

Customers can: speak to their local postmaster/management staff, call 1-800-ASK-USPS

(275-8777), or visit www.usps.com

Surface Transportation Board (STB)

United States Postal Inspection Service

U.S. Postal Service

475 L’Enfant Plaza, SW

Washington, DC 20260

www.usps.gov/postalinspectors

If you believe you have been the victim of a

crime involving the U.S. mail or need assistance with postal-related problems of a law

enforcement nature, you should contact your

nearest Postal Inspection Service office.

Addresses and telephone numbers can be

found in the government pages of your telephone book or by visiting the Postal Inspection

Service website.

U.S. Postal Service

FEDERAL AGENCIES GENCIES

FEDERAL
128

The Better Business Bureau (BBB) system is a network of local nonprofit organizations that

extends across the U.S. and Canada supported primarily by local business members. This network offers a variety of consumer services: 

•consumer education materials; 

• reliability reports on businesses—particularly whether or not there are unanswered or unsettled complaints or other marketplace problems; 

• dispute resolution—mediation, conciliation and arbitration services; as well as 

• information about charities and other organizations that are seeking public donations. 

BBBs usually request that a complaint be submitted 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. BBBs do not judge or rate individual products or

brands, handle employer/employee wage disputes or give legal advice.

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.

The Council also offers an online form where you can file complaints against businesses, charities and non-profit organizations. To access the complaint form or for more information concerning BBB programs and services, visit the BBB website at www.bbb.org. 

BBBOnLine provides Internet users an easy way to verify the legitimacy of online businesses.

Companies carrying the BBBOnLine seal have been checked out by the BBB, and agree to

resolve customer concerns regarding goods or services promoted online. Visit

www.bbbonline.org for a list of participating companies, complete program standards and more.

Council

Council of Better Business

Bureaus, Inc.

4200 Wilson Blvd., Ste. 800

Arlington, VA 22203-1838

703-276-0100

Fax: 703-525-8277

Alabama

600 College St.

Albertville, AL 35950

256-533-1640

Toll free in northern AL: 1-800-

239-1642

Fax: 256-533-1177

1210 South 20th St.

Birmingham, AL 35205

205-558-2222

Fax: 205-558-2239

118 Woodburn

Dothan, AL 36305

334-794-0492

Fax: 334-794-0659

Arizona

4428 North 12th St.

Phoenix, AZ 85014-4585

602-264-1721

Fax: 602-263-0997

3045 Tani Road

Prescott Valley, AZ 86314

Phone: 928-772-3410

Fax: 928-759-0829

434 S. Williams Blvd., Ste. 102

Tucson, AZ 857117405

520-888-5353

Toll free in S. AZ: 1-800-696-2827

Fax: 520-888-6262

Arkansas

12521 Kanis Rd.

Little Rock, AR 72211

501-664-7274

Toll free: 1-800-482-8448

Fax: 501-664-0024

205 S. Seminary St., Ste. 114

Florence, AL 35630

256-533-1640

Fax: 256-740-8219

PO Box 383 

Huntsville, AL 35804

256-533-1640

Fax: 256-533-1177

PO Box 2008

Mobile, AL 36652 -2008

251-433-5494

Fax: 251-438-3191

500 Eastern Blvd., Ste. 128

Montgomery, AL 36117

334-262-5606

Fax: 334-273-5546

Alaska

719 E. 11th Ave., Ste. A

Anchorage, AK 99501

907-562-0704

Fax: 907-562-4061

BETTER BUSINESS USINESS BUREAUS

To find more information or to contact your local BBB online, visit www.bbb.org
129

California

1601 H St., Ste. 101

Bakersfield, CA 93301-1311

661-322-2074

Fax: 661-322-8318

PO Box 970

Colton, CA 92324-3052

909-825-7280

Fax: 909-825-6246

17609 Ventura Blvd., Ste. LL03

Encino, CA 91316

818-836-5510

Fax: 818-386-5513

2519 West Shaw, #106

Fresno, CA 93711

559-222-8111

Fax: 559-228-6518

510 Broadway, Ste. 200

Millbrae, CA 94030

650-552-9222

Fax: 650-652-1748

510 16th St., Ste. 550

Oakland, CA 94612-1584

510-238-1000

Fax: 510-238-1018

550 W. Orangethorpe Ave.

Placentia, CA 92870

714-985-8922

Fax: 714-985-8920

400 S St.

Sacramento, CA 95814-6997

916-443-6843

Fax: 916-441-3356

5050 Murphy Canyon, Ste. 110

San Diego, CA 92123

858-496-2131

Fax: 858-496-2141

2100 Forest Ave., Ste. 110

San Jose, CA 95128

408-278-7400

Fax: 408-278-7444

727-535-5522

Fax: 727-539-6301

4417 Beach Blvd. Ste. 202

Jacksonville, FL 32207

904-721-2288

Fax: 904-721-7373

9050 Pines Blvd., Ste. 358

Pembroke Pines, FL 33024

561-842-1918

Fax: 561-845-7234

912 E Gadsden St

Pensacola, FL 32501

850-429-0002

Fax: 850-429-0006

1950 SE Port St. Lucie Blvd.,

Ste. 211

Port St. Lucie, FL 34952-5579

772-878-2010

2924 N. Australian Ave.

West Palm Beach, FL 33407

561-842-1918

Fax: 561-845-7234

Georgia

PO Box 808

Albany, GA 31702-0808

229-883-0744

Fax: 229-438-8222

503 Oak Place, Ste. 590

Atlanta, GA 30349

404-766-0875

Fax: 404-768-1085

500 12th St.

Columbus, GA 31901-2137

706-324-0712

Fax: 706-324-2181

277 Martin Luther King, Jr. Blvd.

Ste. 102

Macon, GA 31201-3495

478-742-7999

Fax: 478-742-8191

6606 Abercorn St., Ste. 108-C

Savannah, GA 31405-5817

213 Santa Barbara St.

Santa Barbara, CA 93101

805-963-8657

Fax: 805-962-8557

11 S. San Joaquin St., St.e 803

Stockton, CA 95202-3202

209-948-4880

Fax: 209-465-6302

Colorado

25 North Wahsatch

Colorado Springs, CO 80903

719-636-1155

Toll free: 1-866-206-1800

Fax: 719-636-5078

1020 Cherokee St.

Denver, CO 80204-4039

303-758-2100

Fax: 303-758-8321

1730 S. College Ave., Ste. 303

Fort Collins, CO 80525

970-484-1348

Fax: 970-221-1239

Connecticut

821 North Main St. Ext.

Wallingford, CT 06492-2420

203-269-2700

Fax: 203-269-3124

Delaware

1415 Foulk Rd., Ste. 202

Wilmington, DE 19803

302-230-0108

Fax: 302-230-0116

District of Columbia

1411 K St., NW, 10th Floor

Washington, DC 20005-3404

202-393-8000

Fax: 202-393-1198

Florida

151 S. Wymore Rd., Ste. 100

Altamonte Springs, FL 32714

407-621-3300

Fax: 407-786-0100

2653 McCormick Drive

Clearwater, FL 33759

BETTER BUSINESS USINESS BUREAUS

To find more information or to contact your local BBB online, visit www.bbb.org
130

BETTER BUSINESS USINESS BUREAUS

912-354-7521

Fax: 912-354-5068

Hawaii

1132 Bishop St., Ste. 1507

Honolulu, HI 96813-2822

808-536-6956

Fax: 808-523-2335

Idaho

4619 Emerald St., Ste. A2

Boise, ID 83706

208-342-4649

Fax: 208-342-5116

320 Memorial Drive, Ste. 2

Idaho Falls, ID 83402-3615

208-523-9754

Fax: 208-227-1603

Illinois

330 N. Wabash Ave., Ste. 2006

Chicago, IL 60611

312-832-0500

Fax: 312-832-9985

413 SW Washington St.

Peoria, IL 61602

309-688-3741

Fax: 309-681-7290

810 East State St., 3rd Fl.

Rockford, IL 61104-1001

815-963-2222

Fax: 815-963-0329

Indiana

722 W. Bristol St., Ste C

Elkhart, IN 46514-2988

574-423-4433

Fax: 574-266-2026

1139 Washington Square

Evansville, IN 47715

812-473-0202

Toll free in service area only:

1-800-359-0979

Fax: 812-473-3080

1203 Webster St.

Fort Wayne, IN 46802-3493

260-423-4433

Toll free in NE IN: 1-800-552-4631

Fax: 260-423-3301

Louisiana

5220-C Rue Verdun

Alexandria, LA 71303

318-473-4494

Fax: 318-473-8906

748 Main St.

Baton Rouge, LA 70802

225-346-5222

Fax: 225-346-1029

801 Barrow Street, Ste. 400

Houma, LA 70360

985-868-3456

Toll free in LA : 1-866-695-4222

Fax: 985-876-7664

4007 W. Congress St., Ste. B

Lafayette, LA 70506

337-981-3497

Fax: 337-981-7559

2309 Prien Lake Road

Lake Charles, LA 70601

337-478-6253

Fax: 337-474-8981

141 Desiard St., Ste. 808

Monroe, LA 71201-7345

318-387-4600

Fax: 318-361-0461

1539 Jackson Ave., Ste. 400

New Orleans, LA 70130-5843

504-581-6222

Fax: 504-524-9110

PO Box 1812

Shreveport, LA 71166-1812 

318-222-7575

Fax: 318-222-7576

Maine

812 Stevens Ave.

Portland, ME 04103-2648

207-878-2715

Fax: 207-797-5818

Maryland

1414 Key Highway, Ste. 100

Baltimore, MD 21230

410-347-3990

Fax: 410-347-3936

22 E. Washington St., Ste. 200

Victoria Center

Indianapolis, IN 46204-3584

317-488-2222

Fax: 317-488-2224

6111 Harrison St., Ste. 101

Merriville, IN 46410

219-980-1511

Fax: 219-884-2123

207 Dixie Way North, Ste. 130

South Bend, IN 46637-3360

219-277-9121

Toll free in service area only:

1-800-439-5313

Fax: 219-273-6666

Iowa

2435 Kimberly Rd., Ste. 175 N

Bettendorf, IA 52722-4100

563-355-6344

Fax: 563-355-0306

505 5th Ave., Ste. 950

Des Moines, IA 50309-2375

515-243-8137

Fax: 515-243-2227

Kansas

501 Southeast Jefferson, Ste. 24

Topeka, KS 66607-1190

785-232-0454

Fax: 785-232-9677

328 Laura

Wichita, KS 67211

316-263-3146

Toll free in KS: 1-800-856-2417

Fax: 316-263-3063

Kentucky

1460 Newtown Pike

Lexington, KY 40511

859-259-1008

Fax: 859-259-1639

844 S. Fourth St.

Louisville, KY 40203-2186

502-583-6546

Toll free in KY: 1-800-388-2222

Fax: 502-589-9940

To find more information or to contact your local BBB online, visit www.bbb.org
131

BETTER BUSINESS USINESS BUREAUS

Massachusetts

235 West Central St., Ste. 1

Natick, MA 01760-3767

508-652-4800

AC 802 Only: 1-800-422-2811

Fax: 508-652-4833

293 Bridge St., Ste. 409

Springfield, MA 01103-1402

413-734-3114

Fax: 413-734-2006

32 Franklin St.

Worcester, MA 01608-1900

508-755-2548

Fax: 508-754-4158

Michigan

40 Pearl, NW, Ste. 354

Grand Rapids, MI 49503

616-774-8236

Toll free in W MI: 1-800-684-3222

Fax: 616-774-2014

30555 Southfield Rd., Ste. 200

Southfield, MI 48076-7751

248-644-9100

Fax: 248-644-5026

Minnesota

2706 Gannon Rd.

St. Paul, MN 55116-2600

651-699-1111

Toll free: 1-800-646-6222

Fax: 651-699-7665

Mississippi

405 Fontaine Place, #102

Ridgeland, MS 39157

601-977-1020

Fax: 601-977-0704

Missouri

8080 Ward Pkwy., Ste. 200

Kansas City, MO 64114

816-421-7800

Fax: 816-472-5442

1516 St. Louis St.

Springfield, MO 65802

417-862-4222

Fax: 417-869-5544

12 Sunnen Dr., Ste. 121

St. Louis, MO 63143

314-645-3300

Fax: 314-645-2666

Nebraska

3633 O St., Ste. 1

Lincoln, NE 68510-1670

402-436-2345

Fax: 402-476-8221

118111 P Street

Omaha, NE 68137

402-391-7612

Fax: 402-391-7535

Nevada

2301 Palomino Lane

Las Vegas, NV 89107

702-320-4500

Fax: 702-320-4560

991 Bible Way

Reno, NV 89502

775-322-0657

Fax: 775-322-8163

New Hampshire

410 S.h Main St.

Concord, NH 03301-3483

603-224-1991

Fax: 603-228-9035

New Jersey

1700 Whitehorse-Hamilton Sq.

Ste. D-5

Trenton, NJ 08690-3596

609-588-0808

Fax: 609-588-0546

New Mexico

2625 Pennsylvania, NE, Ste. 2050

Albuquerque, NM 87110-3658

505-346-0110

Toll free in NM: 1-800-873-2224

Fax: 505-346-0696

308 North Locke

Farmington, NM 87401-5855

505-326-6501

Fax: 505-327-7731

New York

741 Delaware, Ste. 100

Buffalo, NY 14209-2201

716-881-5222

Fax: 716-883-5349

399 Conklin St.

Farmingdale, NY 11735

212-533-6200

Fax: 516-420-1095

257 Park Ave. South

New York, NY 10010-7384

212-533-6200

Fax: 212-477-4912

55 St. Paul St.

Rochester, NY 14604

716-881-5222

Fax: 585-454-7025

1153 W. Fayette, Ste. 300

Syracuse, NY 13204

716-881-5222

Fax: 315-475-0769

99 Lafayette Ave.

White Plains, NY 10603

212-533-6200

Fax: 914-428-5378

North Carolina

One West Pack Sq., Ste. 1601

Asheville, NC 28801-3408

828-253-2392

Fax: 828-252-5039

5200 Park Rd., Ste. 202

Charlotte, NC 28209

704-527-0012

Fax: 704-525-7624

3608 W. Friendly Ave.

Greensboro, NC 27410-4895

336-852-4240

Fax: 336-852-7540

5540 Munford Rd., Ste. 130

Raleigh, NC 27612-2621

919-277-4222

Fax: 919-277-4221

To find more information or to contact your local BBB online, visit www.bbb.org
132

BETTER BUSINESS USINESS BUREAUS

500 West 5th St., Ste. 202

Winston-Salem, NC 27101-2728

336-725-8348

Toll free in NW NC: 1-800-777-

8348

Fax: 336-777-3727

Ohio

222 West Market St.

Akron, OH 44303

330-253-4590

Fax: 330-253-6249

1434 Cleveland Ave., NW

Canton, OH 44703

330-454-9401

Toll free in OH and WV: 1-800-

362-0494

Fax: 330-456-8957

898 Walnut St.

Cincinnati, OH 45202-2097

513-421-3015

Fax: 513-621-0907

2217 East 9th St., Ste. 200

Cleveland, OH 44115-1299

216-241-7678

Fax: 216-861-6365

1335 Dublin Rd., #30-A

Columbus, OH 43215-1000

614-486-6336

Toll free: 1-800-759-2400

Fax: 614-486-6631

40 West 4th St., Ste. 1250

Dayton, OH 45402-1830

937-222-5825

Fax: 937-222-3338

219 N. McDonel

Lima, OH 45801

419-223-7010

Fax: 419-229-2029

3103 Executive Pkwy., Ste. 200

Toledo, OH 43606-1310

419-531-3116

Fax: 419-578-6001

International Towers

25 Market St.

Youngstown, OH 44503

330-744-3111

Fax: 330-744-7336

Oklahoma

17 S, Dewey Ave.

Oklahoma City, OK 73102-2400

405-239-6081

Fax: 405-235-5891

1722 S. Carson Ave., Ste 3200

Tulsa, OK 74119

918-492-1266

Fax: 918-492-1276

Oregon

333 SW Fifth Ave., Ste. 406

Portland, OR 97204

503-226-3981

Fax: 503-226-8200

Pennsylvania

528 N. New St.

Bethlehem, PA 18018-5789

610-866-8780

Fax: 610-868-8668

29 E. King St., Ste. 322

Lancaster, PA 17602-2852

717-291-1151

Fax: 717-291-3241

4099 Birney Ave.

Moosic, PA 18507

570-614-4222

Fax: 570-342-1282

1608 Walnut St., Ste. 402

Philadelphia, PA 19103-0297

215-985-9313

Fax: 215-893-9312

300 6th Ave., Ste. 100-UL

Pittsburgh, PA 15222-2511

412-456-2700

Fax: 412-456-2739

Rhode Island

120 Lavan St.

Warwick, RI 028881071

401-785-1212

Fax: 410-785-3061

South Carolina

2330 Devine St.

Columbia, SC 29202

803-254-2525

Fax: 803-779-3117

408 N. Church St., Ste. C

Greenville, SC 29601-2164

864-242-5052

Fax: 864-271-9802

2501 N. Kings Hwy., Unit 76.

Myrtle Beach, SC 29577

843-626-6881

Fax: 843-626-7455

Tennessee

777 Holston Dr., Ste. 205

Blountville, TN 37617-1178

423-325-6616

Fax: 423-325-6621

1010 Market St., Ste. 200

Chattanooga, TN 37402-2614

423-266-6144

Fax: 423-267-1924

420 Madison St., Ste. B-4

Clarksville, TN 37041

931-503-2222

Fax: 931-503-2234

206 E College St.

Fayetteville, TN 37334

931-433-9501

Fax: 931-433-7424

255 N. Peters Road, Ste. A

Knoxville, TN 37930

865-692-1600

Fax: 865-692-1590

3693 Tyndale Dr.

Memphis, TN 38125

901-759-1300

Fax: 901-757-2997

1231 NW Broad St.

Murfreesboro, TN 37129

615-242-4222

Fax: 615-867-3905

To find more information or to contact your local BBB online, visit www.bbb.org
133

BETTER BUSINESS USINESS BUREAUS

201 4th Ave. N., Ste. 100

Nashville, TN 37203-3984

615-242-4222

Fax: 615-250-4245

Texas

3300 South 14th St., Ste. 307

Abilene, TX 79605-5052

325-691-1533

Fax: 325-691-0309

720 S Taylor, Ste. B112

Amarillo, TX 79105

806-379-6222

Fax: 806-379-8206

2101 South IH35, Ste. 302

Austin, TX 78741-3854

512-445-2911

Fax: 512-445-2096

550 Fannin St., Ste. 100

Beaumont, TX 77710-2011

409-835-5348

Fax: 409-838-6858

4346 Carter Creek Parkway

Bryan, TX 77802-4413

979-260-2222

Fax: 979-846-0276

101 N. Shoreline #216

Corpus Christi, TX 78401

361-852-4949

Fax: 361-882-6422

1600 Pacific, Ste. 2800

Dallas, TX 75201-3093

214-220-2000

Fax: 214-740-0321

221 N. Kansas, Ste. 1101

El Paso, TX 79901

915-577-0191

Fax: 915-577-0209

101 Summit Ave., Ste. 707

Fort Worth, TX 76102-5978

817-332-7585

Fax: 817-882-0566

1333 W. Loop South, Ste. 1200

Houston, TX 77007

713-868-9500

Fax: 713-867-4947

1125 Judson Rd., Ste. 114

Longview, TX 75601

903-758-3222

Fax: 903-758-3226

3333 66th St.

Lubbock, TX 79413-5711

806-763-0459

Fax: 806-744-9748

10100 County Road 118 West

Midland, TX 79711-0306

432-563-1880

Toll free in TX: 1-800-582-4433

Fax: 432-561-9435

3121 Executive Drive

San Angelo, TX 76902-3366

325-949-2989

Fax: 325-949-3514

1800 NE Loop, 410, Ste. 400

San Antonio, TX 78217-5296

210-828-9441

Fax: 210-828-3101

3600 Old Bullard Rd. #103-A

Tyler, TX 75711

903-581-5704

Fax: 903-534-8644

2210 Washington Ave.

Waco, TX 76701-1019

254-755-7772

Fax: 254-755-7774

609 International Blvd.

Weslaco, TX 78599-0069

956-968-3678

Fax: 956-968-7638

4245 Kemp Blvd., Ste. 900

Wichita Falls, TX 76308-2830

940-691-1172

Fax: 940-691-1175

Utah

5673 S. Redwood Rd., #22

Salt Lake City, UT 84123-5322

801-892-6009

Fax: 801-892-6002

Virginia

586 Virginian Dr.

Norfolk, VA 23505

757-531-1300

Fax: 757-531-1388

701 East Franklin, Ste. 712

Richmond, VA 23219-2332

804-648-0016

Fax: 804-648-3115

31 West Campbell Ave.

Roanoke, VA 24011-1301

540-342-3455

Fax: 540-345-2289

Washington

PO Box 1000

DuPont,WA 98327

206-431-2222

Fax: 206-431-2211

508 West 6th Ave., Ste. 401

Spokane, WA 99204-2356

509-455-4200

Fax: 509-838-1079

West Virginia

910 Quarrier St., Ste. 405-406

Charleston, WV 25330

304-345-7502

Fax: 304-345-7511

Wisconsin

10101 W. Greeenfield Ave., 

Ste. 125

West Allis, WI 53214

414-847-6000

Fax: 414-302-0355

To find more information or to contact your local BBB online, visit www.bbb.org
134

These organizations define their missions as consumer assistance, protection and/or advocacy.

The descriptions below are based on information they provided.

The type of service provided by each organization varies. Those that assist individuals with

problems are specified. The others do not assist consumers with individual complaints, but they

may be interested in hearing from consumers about problems, issues and trends in connection

with their advocacy and consumer education activities. 

Most, though not all, distribute consumer education and information materials. Where informational or educational materials are offered, there may be a charge; contact the organization to

find out.

NATIONAL CONSUMER ONSUMER ORGANIZATIONS

AARP

Consumer Protection

601 E St., NW

Washington, DC 20049

202-434-2222

Fax: 202-434-6470

www.aarp.org

The Consumer Protection unit is charged by

AARP to examine those consumer problems

and issues that impact the financial security of

people 50 years of age and older, and to help its

members protect themselves from marketplace

fraud and deception. To this end, Consumer

Protection stays abreast of current and breaking

consumer developments, and employs a variety

of strategies to inform AARP members.

Alliance Against Fraud in

Telemarketing and Electronic

Commerce (AAFTEC)

National Consumers League

1701 K St., NW, Ste. 1200

Washington, DC 20006

202-835-3323

Fax: 202-835-0747

e-mail: info@nclnet.org

www.fraud.org/aaft/aaftinfo.htm

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)

415 South Duff, Ste. C

Ames, IA 50010-6600

515-956-4666

Fax: 515-233-3101

e-mail: info@consumerinterests.org

www.consumerinterests.org

Serving the professional needs of consumer

educators, researchers, and policymakers, ACCI

publications and educational programs foster

the production, synthesis, and dissemination of

information in the consumer interest.

American Council on Science and

Health (ACSH)

1995 Broadway, 2nd Floor

New York, NY 10023-5860

212-362-7044

Fax: 212-362-4919

e-mail: acsh@acsh.org

www.acsh.org

A nonprofit public education group, ACSH has

the goal to provide consumers with up-to-date

scientifically sound information on the relationship between human health and chemicals,

foods, lifestyles, and the environment. Booklets

and special reports on a variety of topics are

available.

Center for Auto Safety (CAS)

1825 Connecticut Ave., NW, Ste. 330

Washington, DC 20009

202-328-7700

www.autosafety.org

CAS advocates on behalf of consumers in auto

safety and quality, fuel efficiency, emissions,

and related issues. For advice on specific problems, CAS requests that consumers write a brief

statement of the problem or question; including

the year, make, model of the vehicle, and a

stamped self-addressed envelope.

Provided financial support for the publication of the Consumer Action Handbook.
135

Center for Science in the Public

Interest (CSPI)

1875 Connecticut Ave., NW, Ste. 300

Washington, DC 20009

202-332-9110

Fax: 202-265-4954

e-mail: cspi@cspinet.org

www.cspinet.org

A nonprofit, membership organization, CSPI

conducts research, education, and advocacy on

nutrition, health, food safety and related issues,

and publishes the monthly Nutrition Action

Healthletter as well as other consumer information materials.

Center for the Study of Services

733 15th St., NW

Washington, DC 20005

202-347-7283

Toll free: 1-800-213-7383

Fax: 202-347-4000

e-mail: support@checkbook.org

www.checkbook.org

This nonprofit organization publishes books and

pamphlets to help consumers select such services as doctors, hospitals, and health plans, as

wellas goods such as new cars. It also publishes information and maintains an on-line database to help consumers shop for big-ticket

products, such as audio-video equipent, major

appliances, and tires. And it also rates local

service providers such as plumbers, roofers and

auto repair shops in the Boston, Chicago,

Philadelphia, Washington DC, Seattle, San

Francisco and St. Paul/Minneapolis areas.

Certified Financial Planner Board of

Standards

Communication and Consumer Services

1670 Broadway, Ste. 600

Denver, CO 80202-4809

303-830-7500

Toll free: 1-888-237-6275

Fax: 303-860-7388

e-mail: mail@cfp-board.org

www.CFP-Board.org

Certified Financial Planner Board of Standards

is a nonprofit regulatory organization that fosters professional standards in personal financial planning so that the public values, has

access to and benefits from competent financial

planning. CFP Board regulates financial planners through trademark law by certifying individuals who meet its requirements to use the

marks CFP® , CERTIFIED FINANCIAL 

PLANNERTM and CFP (with flame logo). CFP

Board provides free educational materials and

workplace seminars. Call 1-888-237-6275 or go to

www.CFP.net.

Coalition Against Insurance Fraud

1012 14th St. NW, Ste. 200

Washington, DC 20005

202-393-7330

Fax: 202-393-7329

e-mail: info@insurancefraud.org

www.InsuranceFraud.org

The Coalition Against Insurance Fraud is a

national alliance of consumer groups, government agencies, and insurance companies dedicated to combating all forms of insurance fraud

through advocacy and public information. It conducts research, develops public education programs and publishes a consumer brochure, How

to Avoid Becoming a Victim of Insurance Fraud,

which is available upon request. It also refers

consumers to appropriate agencies to report

incidences of insurance fraud.

Community Nutrition Institute (CNI)

419 West Broad Street #204

Falls Church, VA 22046

703-532-0030

Fax: 703-532-5780

www.communitynutrition.org

An advocate for programs and services to

enable consumers to enjoy a diet that is adequate, safe, and healthy, CNI also works to

increase citizen participation in the state and

federal policy and administrative processes to

achieve these goals. CNI publishes Nutrition

Week, a newsletter covering nutrition and food

safety issues, as well as related legislative and

regulatory actions.

Congress Watch

215 Pennsylvania Ave., SE

Washington, DC 20003

202-546-4996

Fax: 202-547-7392

e-mail: congresswatch@citizen.org

www.citizen.org/congress

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.

NATIONAL CONSUMER ONSUMER ORGANIZATIONS

Provided financial support for the publication of the Consumer Action Handbook.
136

Consumer Action

717 Market St., Ste. 310

San Francisco, CA 94103

415-777-9635 (Consumer Complaints)

213-623-8327 (Hotline)

TTY: 415-777-9456

Fax: 415-777-5267

e-mail: info@consumer-action.org

www.consumer-action.org

Consumer Action assists consumers with marketplace problems. An education and advocacy

organization specializing in credit, finance, and

telecommunications issues, Consumer Action

offers a multi-lingual consumer complaint hotline, free information on its surveys of banks and

long-distance telephone companies, and consumer education materials in as many as eight

languages. Community based organizations can

receive these free publications in bulk.

Consumer Alert

1001 Connecticut Ave., NW, Ste. 1128

Washington, DC 20036

202-467-5809

Fax: 202-467-5814

e-mail: consumer@consumeralert.org

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 St., NW, Ste. 604

Washington, DC 20036

202-387-6121

Fax: 202-265-7989

www.consumerfed.org

Comprised of more than 240 organizations representing a membership exceeding 50 million

consumers, CFA is a consumer advocacy and

education organization. Issues on which it currently represents consumer interests before

Congress and federal regulatory agencies

include telephone service, insurance and financial services, product safety, indoor air pollution,

health care, product liability, and utility rates. It

develops and distributes studies of various consumer issues, as well as consumer guides in

book and pamphlet form. In addition, CFA publishes several newsletters.

Consumers for World Trade (CWT)

1001 Connecticut Ave., NW, Ste. 1110

Washington, DC 20036

202-293-2944

Fax: 202-293-0495

e-mail: cwt@cwt.org

www.cwt.org

A nonprofit organization, CWT supports trade

expansion and liberalization to promote economic growth and increase consumer choice

and price competition in the marketplace.

Various publications are available.

Families USA

1334 G St., NW, Ste. 300

Washington, DC 20005-3169

202-628-3030

Fax: 202-347-2417

e-mail: info@familiesusa.org

www.familiesusa.org/site/PageServer

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 longterm care issues.

The Federation of American

Consumers and Travelers (FACT)

318 Hillsboro Ave.,

PO Box 104

Edwardsville, IL 62025

Toll Free: 1-800-USA-FACT

e-mail: cservice@fact-org.org

www.fact-org.org

The Federation of American Consumers and

Travelers (FACT) is a national not-for-profit

consumer group representing more than one

million Americans throughout the U.S. FACT

provides individuals and small associations with

a complete array of cost-effective benefits and

unique programs. FACT provides non-biased

and non-partisan weekly Eye-on-Washington

Reports direct from the nation’s capitol, nostrings-attached Disaster Aid, continuing eduNATIONAL CONSUMER ONSUMER ORGANIZATIONS
137 Member of SOCAP International,

see page 45.

Provided financial support for the publication

of the Consumer Action Handbook.

cation scholarships, community and classroom

grants, assistance for small business owners,

travel discounts, and a Consumer

Hotline/Library.

Funeral Consumers Alliance (FCA)

33 Patchen Road

South Burlington, VT 05403

802-865-8300

Toll free: 1-800-765-0107

Fax: 802-865-2626

e-mail: info@funerals.org

www.funerals.org

Funeral Consumers Alliance is a nonprofit educational organization protecting a consumer’s

right to choose a dignified, meaningful, and

affordable funeral. In addition to informing the

public about their available options and rights,

FCA will assist in mediating complaints. There

are more than 100 local affiliates around the

country, many of which work for better legislation, do funeral price surveys, and counsel members and the general public.

HALT: An Organization of Americans

for Legal Reform

1612 K St. NW, Ste. 510

Washington, DC 20006

202-887-8255

Toll free: 1-888-367-4258

Fax: 202-887-9699

e-mail: halt@halt.org

www.halt.org

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

that will benefit consumers.

Health Research Group (HRG)

1600 20th St., NW

Washington, DC 20009

202-588-1000

www.citizen.org/hrg

A division of Public Citizen, HRG works for protection against unsafe foods, drugs, medical

devices, and workplaces, and advocates for

greater consumer control over personal health

decisions. A monthly Health Letter and a

monthly letter on prescription drugs are available. 

Jump$tart Coalition for Personal

Financial Literacy

919 18th St., NW, Ste. 300

Washington, DC 20006

202-466-8610

Toll free: 1-888-45-EDUCATE

Fax: 202-223-0321

e-mail: info@jumpstartcoalition.org

www.jumpstart.org

The Coalition’s direct objective is to encourage

curriculum enrichment to ensure that basic personal financial management skills are attained

during the K-16 educational experience.

National Association of Consumer

Agency Administrators (NACAA)

Two Brentwood Commons, Ste. 150

750 Old Hickory Blvd.

Brentwood, TN 37027

615371-6125

Fax: 615-369-6225

e-mail: nacaa@nacaa.net

www.nacaa.net

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 St., NW, Ste. 1200

Washington, DC 20006

202-835-3323

Fax: 202-835-0747

www.nclnet.org

NCCE is a coalition coordinated by the National

Consumers League. It develops and provides

educational materials and resources to consumer educators through a network of state

coordinators. The coalition sponsors

LifeSmarts, a game-show competition open to

all teens in the Unites States who are in the 9th

through 12th grade.

National Community Reinvestment

Coalition (NCRC)

733 15th St., NW, Ste. 540

Washington, DC 20005-2112

202-628-8866

Fax: 202-628-9800

e-mail: member@ncrc.org

NATIONAL CONSUMER ONSUMER ORGANIZATIONS
138

www.ncrc.org

NCRC was founded in 1990 with the goal of ending discriminatory banking practices and

increasing the flow of private capital and credit

into underserved communities across the country. NCRC has over 600 members in every state

and major city in America as well as in many

smaller cities and rural areas.

National Consumer Law Center

(NCLC)

77 Summer St., 10th Floor

Boston, MA 02111-1006

617-542-8010

Fax: 617-523-7398

e-mail: consumerlaw@nclc.org

www.consumerlaw.org

NCLC is an advocacy and research organization

focusing on the needs of low-income and elderly

consumers. It represents the interests of consumers in court, before administrative agencies,

and before legislatures. Limited resources

prvent the organization from responding to individual inquiries. The Center also publishes

Surviving Debt: A Guide for Consumers. The

Consumer Credit and Sales Legal Practice

Series consisting of 16 desk reference manuals

for attorneys.

National Consumers League

1701 K St., NW, Ste. 1200

Washington, DC 20006

202-835-3323

Fax: 202-835-0747

e-mail: info@nclnet.org

www.nclnet.org

Founded in 1899, the mission of the NCL is to

identify, protect, represent, and advance the economic and social interests of consumers and

workers. The league is a nonprofit membership

organization working for health, safety, and fairness in the marketplace and workplace. Current

principal issue areas include consumer fraud,

food and drug safety, fair labor standards, child

labor, health care, e-commerce, financial services and telecommunications. The league promotes consumer education through outreach to

high school studetns and provides information

to consumers through publications, media outreach, and multiple websites.

National Council on the Aging (NCOA)

300 D St., SW, Ste. 801

Washington, DC 20024

202-479-1200

TDD: 202-479-6674

Fax: 202-479-0735

e-mail: info@ncoa.org

www.ncoa.org

NCOA is the nation’s first association of organizations and professionals dedicated to promoting the dignity, self-determination, well being,

and contributions of older persons.

National Fraud Information

Center/Internet Fraud Watch

1701 K St., NW, Ste. 1200

Washington, DC 20006

Toll free: 1-800-876-7060

TDD/TTY: 202-835-0778

Fax: 202-835-0767

www.fraud.org

NFC/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 available.

Public Citizen, Inc.

1600 20th St., NW

Washington, DC 20009

202-588-1000

Fax: 202-588-7799

e-mail: pcmail@citizen.org

www.citizen.org

A national, nonprofit membership organization

representing consumer interests through lobbying, litigation, research, and publications, Public

Citizen represents consumer interests in

Congress, the courts, government agencies, and

the media. Primary current areas of interest

include product liability, health care delivery,

safe medical devices and medications, open and

ethical government, and safe and sustainable

energy use.

NATIONAL CONSUMER ONSUMER ORGANIZATIONS
Provided financial support for the publication of the Consumer Action Handbook. 139

Self Help for Hard of Hearing People

7910 Woodmont Ave., Ste. 1200

Bethesda, MD 20814

301-657-2248

TDD/TTY: 301-657-2249

Fax: 301-913-9413

e-mail: info@hearingloss.org

www.shhh.org

The largest international consumer organization devoted to serving the interests of consumers with hearing loss through self help,

advocacy, and education. Founded in 1979, 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)

675 North Washington St., Ste. 200

Alexandria, VA 22314

703-519-3700

Fax: 703-549-4886

e-mail: socap@socap.org

www.socap.org

An international professional organization,

SOCAP provides training, conferences and

publications to encourage and maintain the

integrity of business in transactions with consumers; to encourage and promote effective

communication and understanding among business, government and consumers; and to define

and advance the consumer affairs profession.

U.S. Public Interest Research Group

(U.S. PIRG)

218 D St., SE

Washington, DC 20003-1900

202-546-9707

Fax: 202-546-2461

e-mail: uspirg@pirg.org

www.uspirg.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.

NATIONAL CONSUMER ONSUMER ORGANIZATIONS
140

Accrediting Council for Independent

Colleges and Schools (ACICS)

750 First St., NE, Ste. 980

Washington, DC 20002

202-336-6780

Fax: 202-842-2593

e-mail: info@acics.org

www.acics.org

Association of accredited career schools training in business and business-related subjects.

AFSA Education Foundation

919 18th St., NW

Washington, DC 20006

202-466-8611

e-mail: susie@afsamail.org

www.afsaef.org

The AFSA Education Foundation develops personal money management educational materials

to help the public understand the credit process,

seek help if credit problems occur, and realize

the benefits of responsible money management.

Alliance of Automobile Manufacturers

1401 Eye St., NW, Ste. 600

Washington, DC 20005

202-326-5500

Fax: 202-326-5598

www.autoalliance.org

The Alliance of Automobile Manufacturers represents the common interests of its members on

a broad range of public policy issues. Through

the Alliance, members are able to convey this

commitment as well as the industry’s accomplishments and its positions on issues to the

public, the government, the media and other

interested parties.

American Apparel Manufacturers

Association

1601 North Kent St., Ste. 1200

Arlington, VA 22209

Toll free: 1-800-520-2262

Fax: 703-522-6741

Member of SOCAP International,

see page 45.

Provided financial support for the publication

of the Consumer Action Handbook.

www.apparelandfootwear.org

Membership: Manufacturers of clothing.

American Arbitration Association

335 Madison Ave., 10th Fl.

New York, NY 10017

Toll free: 1-800-778-7879

www.adr.org

A not-for-profit public service organization committed to the resolution of disputes through

arbitration, mediation, concilation and other voluntary procedures. Through its 37 offices in the

U.S. and Europe, the AAA provides a forum for

the hearing of disputes, rules and procedures

and a roster of impartial experts to resolve

cases.

American Association of Homes and

Services for the Aging

2519 Connecticut Ave., NW

Washington, DC 20008-1520

202-783-2242

e-mail: info@aahsa.org

www.aahsa.org

AAHSA is committed to advancing the vision of

healthy, affordable, ethical aging services for

America. The association represents 5,600

mission-driven, not-for-profit nursing homes,

continuing care retirement communities, assisted living and senior housing facilities, and community service organizations.

American Bankers Association

1120 Connecticut Ave., NW

Washington, DC 20036

202-663-5000

Toll free: 1-800-BANKERS

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

Companies that manufacture similar products or offer similar services often belong to an

industry association. These associations help resolve problems between their member companies and consumers. Most also provide consumer information through publications and 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.

TRADE AND PROFESSIONAL ASSOCIATIONS
141

Toll free: 1-800-321-0343 (Bookstore 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

Professional Ethics Division

Harborside Financial Center

201 Plaza III

Jersey City, NJ 07311-3881

Toll free: 1-888-777-7077 (Ethics Hotline)

e-mail: ethics@aicpa.org

www.aicpa.org

Membership: Professional organization of

accountants certified by the states and territories.

American Moving and Storage

Association (AMSA)

1611 Duke St.

Alexandria, VA 22314

703-683-7410

Fax: 703-683-7527

e-mail: info@moving.org

www.moving.org

The professional moving industry’s national

trade association offers a consumer website,

including a new Mover Referral Service. It also

sponsors an arbitration service (dispute settlement program) helping consumers resolve loss

and damage claims on interstate moves.

American Orthotic and Prosthetic

Association

330 John Carlyle St., Ste. 200

Alexandria, VA 22314

571-431-0876 ext. 233

Fax: 571-431-0899

e-mail: info@aopanet.org

www.aopanet.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 1,800 O&P companies, suppliers, and affiliates who design, fabricate, fit

and supervise the use of orthoses (orthopedic

braces) and prostheses (artificial limbs).

banks. It will provide consumer education materials on request.

American Bar Association

740 15th St., NW

Washington, DC 20005

202-662-1680

Fax: 202-662-1683

e-mail: dispute@abanet.org

www.abanet.org

Publishes a directory of state and local alternative dispute resolution programs. Provides consumer information on request.

American Collectors Association

PO Box 39106

Minneapolis, MN 55439-0106

952-926-6547

Fax: 952-926-1624

www.acainternational.org

Membership: credit grantors, debt collectors,

attorneys and industry service providers

employing credit and collection professionals.

Each member adheres to a stringent code of

ethics. A complaint resolution program is available.

American Council of Life Insurers

101 Constitution Ave., Ste. 700

Washington, DC 20001-2133

202-624-2000

Toll free: 1-800-942-4242 (Consumer Helpline)

Fax: 202-624-2319

www.acli.com

Trade association of over 500 insurance companies that provide life insurance, pensions and

annuities, long-term care, and disability income

insurance.

American Fence Association

800 Roosevelt Rd., Bldg C, Ste. 20

Glen Ellyn, IL 60137

630-942-6598

Toll free: 1-800-822-4342

Fax: 630-790-3095

www.americanfenceassociation.com

The AFA is a national trade association for the

fence industry and has over 2,000 members

nationwide. Members are fence contractors,

retailers, wholesalers, suppliers and manufacturers.

American Health Care Association

1201 L St., NW

Washington, DC 20005

202-842-4444

TRADE AND PROFESSIONAL ASSOCIATIONS
142

703-823-9550

Fax: 703-461-4671

e-mail: consumerprotection@boatus.com

www.boatus.com

The Consumer Protection Bureau serves as a

mediator in disputes between boat owners and

the marine industry, Boat/U.S. also works closely with the U.S. Coast Guard to monitor safety

defect problems.

Career College Association (CCA)

10 G St., NE, Ste. 750

Washington, DC 20002

202-336-6700

Fax: 202-336-6828

e-mail: cca@career.org

www.career.org

Membership: Career-specific post secondary

education institutions.

Carpet and Rug Institute

310 Holiday Ave.

PO Box 2048

Dalton, GA 30720

706-278-3176

Toll free: 1-800-882-8846

Fax: 706-278-8835

e-mail: communications@carpet-rug.com

www.carpet-rug.com

Membership: Manufacturers of carpets, rugs,

bath mats; suppliers of raw materials and services to the industry.

Children’s Advertising Review Unit

(CARU)

Council of Better Business Bureaus, Inc.

70 West 36th Street, 13th Floor

New York, NY 10018

866-334-6272, ext.111

e-mail: caru@caru.bbb.org

www.caru.org

Handles consumer complaints about truth and

accuracy of advertising directed to children

under 12 years of age.

Consumer Electronics Association (CEA)

2500 Wilson Blvd.

Arlington, VA 22201-3834

703-907-7600

Toll free: 1-866-858-1555

Fax: 703-907-7601

e-mail: cea@ce.org

www.ce.org

CEA, a sector of the Electronic Industries

Alliance (EIA), represents more than 600 U.S.

companies involved in the development, manufacturing and distribution of audio, video, mobile

American Society of Travel Agents, Inc.

Consumer Affairs

1101 King St., Ste. 200

Alexandria, VA 22314

703-739-2782

Fax: 703-684-8319

www.astanet.com

Membership: Travel agents.

America’s Community Bankers (ACB)

900 19th St., NW, Ste. 400

Washington, DC 20006

202-857-3100

Fax: 202-296-8716

www.acbankers.org

ACB is the national trade association for 2,000

savings and community financial institutions

and related business firms. ACB makes information developed by its members on consumer

financial services, housing, finance, and community development available free of charge.

Better Hearing Institute (BHI)

515 King St., Ste. 420

Alexandria, VA 22314

703-684-3391

Toll free: 1-800-EAR-WELL

Fax: 703-684-6048

e-mail: mail@betterhearing.org

www.betterhearing.org

A nonprofit educational organization, BHI

informs persons with impaired hearing and the

general public about hearing loss and available

help through medicine, surgery, amplification,

and other rehabilitation. Membership: professionals and others who help persons with

impaired hearing.

Blue Cross and Blue Shield

Association

Consumer Affairs

1310 G St., NW

Washington, DC 20005

202-626-4780

Fax: 202-626-4833

www.bluecares.com

Membership: Local Blue Cross and Blue Shield

plans in the United States, Canada and

Jamaica.

Boat Owners Association of The

United States, BOAT/ U.S.

Caroline Ajootian, Director, Consumer

Protection Bureau

880 South Pickett St.

Alexandria, VA 22304-0730

TRADE AND PROFESSIONAL ASSOCIATIONS
Provided financial support for the publication of the Consumer Action Handbook. 143

electronics, communications, information technology, multimedia and accessory products, as

well as related services, that are sold through

consumer channels. Combined, these companies

account for more than $60 billion in annual sales.

Credit Union National Association (CUNA)

5710 Mineral Point Rd.

Madison, WI 53701

608-231-4308

Toll free: 1- 800-356-9655

Fax: 608-232-8240

e-mail: ethayer@cuna.com

www.cuna.org

Serves more than 90% of credit unions through

credit union leagues in all 50 states and the

District of Columbia. Credit unions are cooperative non-profit financial institutions owned and

controlled by members; they belong to

credit union leagues, which belong to CUNA.

Direct Marketing Association (DMA)

Consumer Affairs

1111 19th St., NW, Ste. 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.

e-mail Preference Service (e-MPS)

www.dmaconsumers.org

The e-Mail Preference Service (e-MPS) is a free

consumer service sponsored by The Direct

Marketing Association (DMA) designed to cut

down on the amount of unsolicited commercial email consumers receive in their e-mail inboxes.

Consumers can register online at www.dmaconsumers.org.

Mail Preference Service

PO Box 643

Carmel, NY 10512

202-861-2409

www.dmaconsumers.org

Handles written requests for name removal from

most national advertising mailing lists.

Telephone Preference Service

PO Box 1559

Carmel, NY 10512

www.dmaconsumers.org

Handles written requests for name and telephone number removal from most national telemarketing lists.

Direct Selling Association (DSA)

1275 Pennsylvania Ave., NW

Ste. 800

Washington, DC 20004

202-347-8866

Fax: 202-347-0055

e-mail: info@dsa.org

www.dsa.org

Membership: Companies that manufacture and

distribute consumer products person-to-person

and through home-party plans using independent salespeople. All members comply with the

DSA Code of Ethics which protects consumers

of direct selling products as well as the sellers

of the products and opportunities.

Distance Education and Training Council

1601 18th St., NW

Washington, DC 20009

202-234-5100

Fax: 202-332-1386

e-mail: detc@detc.org

www.detc.org

Membership: Home study (correspondence) schools.

Financial Planning Association (FPA)

Offices in Atlanta, Denver, and Washington

4100 E. Mississippi Ave., Ste. 400

Denver, CO 80246-3053

Toll free: 1-800-647-6340

Fax: 303-7590749

e-mail: fpa@fpanet.org

www.fpanet.org

The Financial Planning Association (FPA) is the

membership organization for the financial planning community. Its members are dedicated to

supporting the financial planning process in

order to help people achieve their goals and

dreams. FPA believes that everyone needs

objective advice to make smart financial decisions and that when seeking the advice of a

financial planner, the planner should be a CFP

licensee.

Food Marketing Institute (FMI)

655 15th St. N.W., Ste. 700

Washington, DC 20005

202-452-8444

www.fmi.org

TRADE AND PROFESSIONAL ASSOCIATIONS
144

FMI conducts programs in research, education,

industry relations and public affairs on behalf of

its members—grocery retailers and wholesalers.

Hearing Industries Association

515 King St., Ste. 420

Alexandria, VA 22314

703-684-5744

Fax: 703-684-6048

e-mail: hipaa@hearing.org.

www.hearing.org

Membership: Companies engaged in the manufacture and/or sale of hearing aids, their components, parts, and related products and services.

Household Goods Forwarders

Association of America, Inc. (HHG-FAA)

2320 Mill Rd., Ste. 102

Alexandria, VA 22314

703-684-3780

Fax: 703-684-3784

e-mail: info@hhgfaa.org.

www.hhgfaa.org

The Household Goods Forwarders Association

of America, Inc. represents movers and forwarders who handle commercial, government and

military shipments of household goods. HHGFAA is dedicated to fostering an industry-wide

commitment to the highest standards.

Insurance Information Institute

Jeanne Salvatore,

Consumer Affairs

110 William St., 24th Floor

New York, NY 10038

212-346-5555

Toll free: 1-800-331-9146

e-mail: jeannes@iii.org

www.iii.org

The National Insurance Consumer Helpline is a

resource for consumers with automobile, homeowners and life insurance questions. The

Helpline is open Monday through Friday from 8

a.m. to 8 p.m., EST.

International Cemetery and Funeral

Association

Cemetery Consumer Service Council

PO Box 2028

Reston, VA 20195-0028

703-391-8407

Fax: 703-391-8416

www.icfa.org/ccsc.htm

The Cemetery Consumer Service Council is an

industry-sponsored dispute resolution program.

Other consumer information is available concerning cemetery practices and rules.

Monument Builders of North America

Greg Patzer, Executive Vice President

401 North Michigan Ave., Ste. 2200

Chicago, IL 60011-4267

Toll free: 1-800-233-4472

Fax: 312-673-6732

e-mail: info@monumentbuilders.org

www.monumentbuilders.org

Membership: Cemetery monument retailers,

manufacturers and wholesalers; bronze manufacturers and suppliers. Consumer brochures

available on request.

Mortgage Bankers Association of

America

Consumer Affairs

1919 Penn. Ave., N.W

Washington, DC 20006

202-557-2700

www.mbaa.org

Membership: Mortgage banking firms, commercial banks, life insurance companies, title companies, and loan associations.

National Advertising Division

Council of Better Business Bureaus, Inc.

70 W 36th St., 13th Floor

New York, NY 10018

e-mail: sharris@nad.bbb.org

www.nadreview.org

Handles complaints about the truth and accuracy of national advertising.

National Association of Home

Builders

Member Service Center

1201 15th St., NW

Washington, DC 20005

202-266-8200 ext 0

Toll free (outside DC area): 1-800-368-5242 

e-mail: info@nahb.com

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)

Government Relations

444 North Capitol St., NW, Ste. 701

Washington, DC 20001

202-624-7790

Fax: 202-624-8579

TRADE AND PROFESSIONAL ASSOCIATIONS
Provided financial support for the publication of the Consumer Action Handbook. 145

TRADE AND PROFESSIONAL ASSOCIATIONS

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)

PO Box 2128

The Village At Banner Elk, Ste. 108

Banner Elk, NC 28604

828-898-4929

Fax: 828-898-8098

www.napsweb.org

Membership: Private employment agencies.

National Association of Professional

Insurance Agents

400 North Washington St.

Alexandria, VA 22314

703-836-9340

e-mail: piainfo@pianet.org

www.PIANET.com

Provides consumers practical advice on personal insurance buying through its national

outreach program.

National Association of Realtors (NAR)

430 North Michigan Ave.

Chicago, IL 60611

312-329-8200

Toll free: 800-874-6500

www.realtor.com

Website offers property ads, home buying and

selling tips, real estate news, information

about using a Realtor and more. NAR will also

refer you to your local realty board for assistance in resolving disputes.

National Association of Security

Dealers

Office of Dispute Resolution

65 Broadway, 27th Floor

New York, NY 10006

212-858-4400

Fax: 212-858-4429

e-mail: ciletters@nasd.com

www.nasdadr.com

Third-party dispute resolution forum, including

both arbitration and mediation solutions, for

the resolution of monetary and business disputes between investors and securities firms.

National Food Processors Association

Brian Folkerts, Vice President of Government

Affairs and Communications

1350 I. St. N.W., Ste. 300

Washington, DC 20005

202-639-5900

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 Funeral Directors

Association

13625 Bishop’s Drive

Brookfield, WI 53005-6607

262-729-1880

Toll free: 1-800-228-6332

e-mail: nfda@nfda.org

www.nfda.org

Third party dispute resolution program for complaints regarding funeral homes.

National Futures Association

200 West Madison St.

Chicago, IL 60606-3447

312-781-1370

Toll free (outside IL): 1-800-621-3570 

Fax: 312-781-1467

e-mail: information@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 (NHEMA)

1301 Pennsylvania Ave. NW

Ste. 500

Washington, DC 20004

202-347-1210

www.nhema.org

Founded in 1974, NHEMA is committed to keeping consumers informed and able to take advantage of the benefits afforded by home equity

mortgages. Today, NHEMA represents 350 member companies in all 50 states, employing tens of

thousands of people and providing needed credit

to millions of Americans. NHEMA has a free

consumer website designed to help borrowers

borrow smart and avoid problems: www.borrowsmart.com
146

National Turkey Federation

1225 New York Ave., Ste. 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

North American Consumer Protection

Investigators (NACPI)

c/o VA Office of Consumer Affairs

1100 Bank Street, Ste. 1100

Richmond, VA 23219

804-786-1566

Fax: 804-371-7479

e-mail: rharris@vdacs.state.va.us

NACPI provides training and support for consumer protection investigators in government

agencies at all levels. NACPI does not investigate individual consumer complaints, but helps

investigators share information of mutual concern.

North American Securities

Administrators Association, Inc.

(NASAA)

750 First St, NE, Ste. 1140

Washington, DC 20002

202-737-0900

Fax: 202-783-3571

e-mail: info@nasaa.org

www.nasaa.org

NASAA is an international organization devoted to investor protection. Its membership consists of the 66 state, provincial and territorial

securities administrators in the 50 states, the

District of Columbia, Canada, Mexico and

Puerto Rico. In the United States, NASAA is

the voice of the 50 state securities agencies

responsible for the grass-roots investor protection, investor education and efficient capital formation.

Photo Marketing Association

3000 Picture Place

Jackson, MI 49201

517-788-8100

Toll free: 1-800-762-9287

Fax: 517-788-8371

www.pmai.org

Membership: Retailers of photo equipment, film

and supplies; firms developing and printing film.

Soap and Detergent Association

1500 K St., NW, Ste. 300

Washington, DC 20005

202-347-2900

Fax: 202-347-4110

www.cleaning101.com

The Soap and Detergent Association has been

educating consumers about the important link

between health and hygiene since 1926. Free/low

cost, practical information is available to consumers, educators and health professionals on

hand hygiene, home and fabric care, and cleaning to control allergies and asthma. In addition

to printed maerials, SDA distributes an electronic newsletter containing tips and trends

from the industry to help consumers understand

the safe, effective and responsible use of cleaning products.

Tire Association of North America

1532 Pointer Ridge Place, Ste. G

Bowie, MD 20716-1883

301-430-7280

Toll free: 1-800-876-8372

Fax: 301-430-7283

e-mail: info@tireindustry.org

www.tana.net

Membership: Independent tire dealers and

retreaders.

Toy Industry Association Inc.

1115 Broadway, Ste. 400

New York, NY 10010

212-675-1141

Fax: 212-633-1429

www.toy-tia.org

Membership: North American toy manufacturers.

United States Tour Operators

Association

275 Madison Ave., Ste. 2014

New York, NY 10016

212-599-6599

Fax: 212-599-6744

e-mail: information@ustoa.com

www.ustoa.com

Membership: Wholesale tour operators, common

carriers, suppliers, and providers of travel services.

TRADE AND PROFESSIONAL ASSOCIATIONS
147

Family Centers, located on most military installations, provide information, life skills education, and support services to military members and their families. One of the primary functions of the Family Center is to link customers with appropriate services available in the local

community or through state and federal assistance programs. In this role, the Family Center

director develops working partnerships with organizations such as local health and human

services, churches, school systems, employment assistance, law enforcement, recreation, and

other service providers. 

"Family Centers" is a generic term that includes similar offices in each of the separate military branches. Each Service refers to the "Family Center" by a different name. If you cannot

locate a Family Center, please contact your respective military branch's headquarters office

listed below. The designation "DSN" preceding some of the phone numbers, refers to the military phone system and does not apply to the civilian sector. 

Access to a directory of Family Centers by Service and by State is available through the

Military Family Resource Center (MFRC) website at www.mfrc-dodqol.org/progDir/. If you

have questions concerning other services of MFRC, visit the website or email them at mfrcrequest@caliber.com.

U.S. MILITARY FAMILY CENTERS

U.S. Army Community

and Family Support

Center

Soldier and Family Support

Isaac Templeton, Director

4700 King St.

Alexandria, VA 22302

703-681-7395

DSN: 761-5395

Fax: 703-681-7236

www.armycommunityservice.

org/home.asp

U.S. Coast Guard

Work/Life Program

Daniel Riehm, Director

Commandant, U.S. Coast

Guard

2100 2nd St., SW, Rm. 6320

Washington, DC 20593

202-267-6160

Fax: 202-267-4798

www.uscg.mil/css/worklife/def

ault.html

Marine Corps Family

Services

Bruce Barnes

3280 Russell Rd.

Quantico, VA 22134-5103

703-784-0275

DSN: 278-0275

Fax: 703-784-9816

www.usmc-mccs.org

Air Force Family

Matters Office

HQ US Air Force, Force

Sustainment Division

Linda Olivia Smith

HQ F/DPPF

1040 Air Force Pentagon,

Room 5C238

Washington, DC 20330-1040

703-697-4720

www.afcrossroads.com

Navy Family Assistance

HQ, FSC Support

Kit Decker

Navy Customer Service

Center

5720 Integrity Dr.

Millington, TN 38055

866-827-5627

DSN: 882-5627

e-mail: cscmailbox@navy.mil

www.persnet.navy.mil
148

Marine Corps Exchange 0130

Marine Corps Base

Carlton Mencer, Retail

Bldg. 895

Camp Lejuene, NC 28542-5003

910-451-2434 or 35

DSN: 751-2434

Fax: 910-451-3355

www.usmcexchange.com

Marine Corps Exchange 0160

Marine Corps Recruit

Depot/ERR

Bob Mullen, Head of Retail

Bldg. 202, PO Box 5100

Parris Island, SC 29905-5003

843-525-3302, ext. 7208/7307

DSN: 832-3301

Fax: 843-525-2872

www.mccssc.com

Marine Corps Exchange 0830

MCAS Miramar

Gary Walls, Head of Retail

45233 Antares Dr., Bldg. 2660

San Diego, CA 92145

858-695-7217

Fax: 858-695-7217

www.mccsmiramar.com

Marine Corps Exchange 0140

Marine Corps Base

Joe Allison, Head of Retail

Box 555020

Camp Pendleton, CA 92055-5020

760-725-6305

DSN: 365-6305

Fax: 760-385-0446

www.mccscamppendleton.com

Marine Corps Exchange 0120

Marine Corps Base

Vicky Bartlett, Head of Retail

Bldg. 3500, PO Box 229

Quantico, VA 22134-0229

703-640-8800

Fax: 703-640-6708

www.quantico.usmc-mccs.org

Marine Corps Exchange 0220

Kenneth Mansfield, Retail

PSC Box 8009

Marine Corps Air Station

Cherry Point, NC 28533-0009

252-463-1699

DSN: 582-2549

Fax: 252-463-3565

www.mccscherrypoint.com

Marine Corps Exchange 1110

MWR Activity 1110 Marforlant

Yolanda Facey, Head of Retail

1251 Yalu St.

Norfolk, VA 23515-4693

757-423-1187, ext. 11

DSN: 565-1187

Fax: 757-423-5819

www.mwr-elmore.com

Marine Corps Exchange,

HQ Battalion

Doug Baer, Head of

Retail/Business Ops

PO Box 4009

Arlington, VA 22214-5003

703-979-8420

DSN: 224-8420

Fax: 703-979-0972

Marine Corps Exchange 1450

Marine Corps Air Station

Iwakuni

Tom Bell, Head of Retail

PSC 561 Box 1866

FPO AP, 96310-0029

011-81-6117-53-5641

DSN: 253-4017

Fax: 011-81-827-21-7363

www.mccsiwakuni.com

Marine Corps Exchange 0910

Marine Corps Base Hawaii

Linda Gulosh, Head of Retail

Bldg. 1404 Box 63073

Kanehoe Bay, HI 96863-3073

808-254-7522

Fax: 808-254-6627

www.mccshawaii.com

Navy Exchange Service

Centers

NEXCOM Headquarters

3280 Virginia Beach Blvd.

Virginia Beach,VA 23452-5724

Toll free: 1-800-NAV-EXCH

www.navy-nex.com

Marine Corps Exchange

Headquarters, 

U.S. Marine Corps

Cindy Whitman Lacy, Retail

3044 Catlin Ave. (MRX)

Quantico,VA 22134

703-784-3800

DSN: 278-3800

Fax: 703-784-2710

www.usmc-mccs.org/busops/

retail/main.asp

Marine Corps Exchange 0630

Marine Corps Logistics Base

George Mettrick, Retail

814 Radford Blvd., Bldg. 7500

Albany, GA 31704-1128

229-888-6801

DSN: 567-5189

Fax: 229-439-0324

Marine Corps Exchange 0190

Marine Corps Logistics Base

Harry Sherman, Retail

Bldg. 319

Barstow, CA 92311-5018

760-256-8974

DSN: 282-6014

Fax: 760-256-7027

Marine Corps Exchange 0260

Marine Corps Air Station

Lou Prince, Retail

Bldg. 408

Beaufort, SC 29904-5003

843-228-7751

DSN: 335-7751

Fax: 843-228-7077

www.mccssc.com

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.

U.S. MILITARY COMMISSAR OMMISSARY AND EXCHANGE OFFICES
149

Marine Corps Exchange 0170

MCRD San Diego

Roland Griffin, Director

Business Ops/Retail

3800 Chosin Ave.

San Diego, CA 92140-5196

619-725-6263

Fax: 619-725-6205

www.mcx-mcrdsandiego.com

Marine Corps Exchange 0150

MCAGCC

Maggie Jones, Head of

Business Operations

Box 788150

Twentynine Palms, CA

92278-8150

760-830-6163, ext. 206

DSN: 957-6163

Fax: 760-830-7239

www.29palms.usmc-mccs.org

Marine Corps Exchange 0270

Marine Corps Air Station

Kathy Bausch, Head of Retail

Box 99115

Yuma, AZ 85369-9115

928-269-2363

DSN: 951-2363

Fax: 928-344-1902

www.yuma.usmc-mccs.org

Defense Commissary

Agency (DeCA)

DeCA Headquarters

Corporate Communications

1300 E. Ave.

Fort Lee, VA 23801-1800

804-734-8134

Fax: 804-734-8248

www.commissaries.com

DeCA East – Virginia Beach

Public Affairs Office

5151 Bonney Rd., Ste. 201

Virginia Beach, VA 23462-4314

757-284-3102

Fax: 757-284-3105

DeCA East – San Antonio

300 AFCOMS Way

San Antonio, TX 78226-1330

210-925-1498

Fax: 210-925-2619

DeCA West

Public Affairs Office

3401 Acacia St., Ste. 115

McClellan, CA 95652-1002

916-569-4839

Fax: 916-569-4939

DeCA Europe

Public Affairs Office

Unit 3060

APO, AE 09094

011-49-631-3523-105

Fax: 011-49-361-3523-110

Coast Guard Exchange

System

Mark Rose, USCG, Chief,

Office of Exchange & MWR

Corporate Headquarters

870 Greenbrier Circle, Ste. 502

Chesapeake, VA 23320-2681

757-420-2480

Fax: 757-420-7185

e-mail: mrose@

cg-exchange.com

www.cg-exchange.com

Army and Air Force

Exchange Service

U.S. Headquarters

Supervisor, Customer

Relations

PO Box 660202

Dallas, TX 75266-0202

214-312-3531

Fax: 214-312-2754

www.aafes.com

U.S. MILITARY COMMISSAR OMMISSARY AND EXCHANGE OFFICES
150

INDEX

This alphabetical index will help you find the right organization to contact for information or for

assistance with your complaint. First, look for the specific topic, for example, Cars. Under this topic

there will be one or more contacts followed by the Handbook page number(s). Sometimes you will

be directed to “See” another entry for information and a list of contacts. “See also” references

direct you to other topics that might be related to your problem and may help you locate the right

contact. For company names see the alphabetical listings under “Corporate Consumer Contacts”

and “Car Manufacturers and Dispute Resoultion Programs.”

A

AARP, 134

ACCESS Board. See Architectural

and Transportation Barriers

Compliance Board

Accountants

American Institute of Certified

Public Accountants, 141

Accrediting Council for Independent

Colleges and 

Schools, 140

ADA. See Americans with

Disabilities Act

Adjustable rate mortgages, 23

Advertising

Children’s Advertising Review

Unit, 142

National Advertising Division, 144

AFSA Education Foundation, 140

Aging. See also Elderly persons

Administration on Aging, 115

American Association of Homes

and Services for the Aging, 140

Assisted Living Federation of

America, 22

Continuing Care Accreditation

Commission, 22

Eldercare Locator, 21–22, 115

Medicare prescription discount

cards, 22

Nursing Home Compare, 21

AIDS hotline, 111

Air quality

Indoor Air Quality Information

Clearinghouse, 122

Air travel

AIR Consumer Protection

Division of the FAA, 121

delayed and cancelled flights, 30

delayed or damaged baggage,

30–31

FAA air safety hotline, 121

getting “bumped,” 30

lost baggage, 31

overbooked flights, 30

resolving problems with, 30–31

Airlines. See Air travel; Travel

Alcohol regulation

Bureau of Alcohol, Tobacco and

Firearms, 120

Alliance Against Fraud in

Telemarketing and Electronic

Commerce, 134

Alliance of Automobile

Manufacturers, 140

A.M. Best

insurance company ratings, 24

AMA. See American Medical

Association

American Apparel Manufacturers

Association, 140

American Arbitration Association,

140

American Association of Homes and

Services for the Aging, 140

American Bankers Association,

140–141

American Bar Association, 141

American Board of Medical

Specialties, 21

American Collectors Association,

141

American Consumer Credit

Counseling, 18

American Council for Education

general education development

tests, 19

American Council of Life Insurers,

24, 141

American Council on Consumer

Interests, 134

American Council on Science and

Health, 134

American Fence Association, 141

American Health Care Association,

141

American Institute of Certified

Public Accountants, 141

American Medical Association, 21

American Moving and Storage

Association, 141

American Orthotic and Prosthetic

Association, 141

American Society of Travel Agents,

142

Americans with Disabilities Act, 118

deaf or hard of hearing persons,

139

America’s Community Bankers, 142

Appliances

warranties, 1–2

Arbitration

American Arbitration

Association, 140

description, 38

Architectural and Transportation

Barriers Compliance Board, 111

ARMs. See Adjustable rate mortgages

Assisted living facilities

American Association of Homes

and Services for the Aging, 140

information sources, 21–22

Assisted Living Federation of

America, 22

ATM cards, 14

Automobiles. See Cars

B

Baby equipment

reporting safety hazards, 37

Baggage

delayed or damaged, 30–31

lost, 31

Bankruptcy. See Credit reports

Banks and banking. See also Credit;

Loans

American Bankers Association,

140–141

America’s Community Bankers,

142

ATM/debit cards, 14

direct deposit for paychecks, 14

discriminatory practices, 137–138

electronic processing, 13–14

savings and checking accounts,

13–14

state banking authorities, 95–98

BBBs. See Better Business Bureaus

Better Business Bureaus, 128-133

BBB AUTO LINE, 37, 78

BBBOnLine, 2, 128

car repair shops, 12

consumer services, 128

credit counseling, 18

description of the system, 128

schools and, 19

travel agencies, 29

Better Hearing Institute, 142

BHI. See Better Hearing Institute
151

Bilingual education

National Clearinghouse for

English Language Acquisition,

113–114

Blind persons

services and resources for, 35

Blue Cross and Blue Shield

Association, 142

Boat Owners Association of the

United States, 142

BOAT/U.S. See Boat Owners

Association of the United States

Boats

Boat Owners Association of the

United States, 142

Bonds. See Investing

Brokers

buyer-brokers for home buyers, 22

credit/sublease, 9

Bureau of Indian Affairs, 119

Buyer-brokers, 22

Buying a home. See Homeownership

C

Cancer

National Cancer Institute, 115

Career College Association, 142

Carpet and Rug Institute, 142

Cars

Alliance of Automobile

Manufacturers, 140

BBB AUTO LINE, 37

buying a new car, 9–10

buying a used car, 10–11

crash test information, 10

credit brokers, 9

dispute resolution, 37, 40, 75–77,

78

extended warranties and, 9

financing, 9

fuel economy and, 9

general consumer information, 9

insurance, 25

leasing, 11

lemons, 10, 12, 78

manufacturer listing, 75–77

rebates, 9

renting, 11–12

repairs, 12, 78

repossessions, 12–13

safety recalls, 2, 12

sublease brokers, 9

Tire Association of North

America, 146

vehicle history, 10

warranties, 1–2

Cell phones

digital versus analog, 33

plan types, 32

questions to ask about, 32–33

roaming fees, 33

Cemeteries. See also Funerals

Cemetery Consumer Service

Council, 144

Monument Builders of North

America, 144

National Cemetery

Administration, 122

Center for Auto Safety, 10, 12, 134

Center for Science in the Public

Interest, 135

Center for the Study of Services, iv,

135

Centers for Disease Control and

Prevention, 111

fertility clinic success rates, 21

health-related travel information,

30

STD and AIDS hotline, 111

Centers for Medicare and Medicaid

Services, 115

Certificates of deposit, 13

Certified Financial Planner Board of

Standards, 135

CFA. See Consumer Federation of

America

CFTC. See Commodity Futures

Trading Commission

Check 21, 13

Check Clearing for the 21st Century

Act, 13

Checking accounts, 13–14

Child support, 116

Children

abuse and neglect information,

115

baby equipment safety issues, 37

Children’s Advertising Review

Unit, 142

health insurance for, 26

900 pay-per-call telephone services and, 33

online privacy protection, 8

peddling items door-to-door, 3

runaways, 116

state higher education savings

programs, 19

Children’s Advertising Review

Unit, 142

Children’s Online Privacy

Protection Act, 8

Cities

consumer protection offices listing, 79–94

Civil rights

Commission on, 111

Offices of, 116

U.S. Department of Justice Civil

Rights Division, 118

Clothing

American Apparel Manufacturers

Association, 140

CMS. See Centers for Medicare and

Medicaid Services

Coalition Against Insurance Fraud,

135

COBRA. See Consolidated Omnibus

Budget Reconciliation Act

Colleges and universities

Accrediting Council for

Independent Colleges and

Schools, 140

Career College Association, 142

catalogs, 19

Distance Education and Training

Council, 143

Commissaries. See Military commissary and exchange offices

Commodity Futures Trading

Commission, 111

Community Nutrition Institute, 135

Complaints

Better Business Bureaus and,

128–133

consumer complaints, 21, 36–40

contacting the seller, 36

debt collection, 19

dispute resolution programs,

38–39, 75–78, 140, 141, 144

federal government agencies,

111–127

help from outside organizations,

37

insurance regulators, 99–102

junk faxes, 6

reporting fraud, 36–37

safety hazards, 37

sample complaint letter, 40

state banking authorities, 95–98

state consumer protection

offices, 79–94

state securities administrators,

103–106

state utility commissions, 107–110

telephone service, 32

written, 36, 79

Conciliation, for dispute resolution,

38

Congress Watch, 135

Consolidated Omnibus Budget

Reconciliation Act

health insurance coverage, 26

Consumer Action, 136

Consumer Alert, 136

Consumer Credit Counseling

Service, 18

Consumer Electronics Association,

142–143

Consumer Federation of America, 136

INDEX

INDEX
152

E-mail Preference Service, 143

Mail Preference Service, 143

removing your name from telemarketing lists, 4

Telephone Preference Service,

143

Direct Selling Association, 143

Disability insurance, 27

Discrimination

banks and, 137–138

housing and, 22

Women’s Bureau, 119

Dispute resolution

legal help, 39

recovery services, 39

Dispute resolution programs

law school programs, 39

trade associations dealing with,

140, 141, 145

types of dispute resolution, 38

Distance education

Distance Education and Training

Council, 143

Distance Education and Training

Council, 143

DMA. See Direct Marketing

Association

Do Not Call Registry, 5

DOC. See U.S. Department of

Commerce

Doctors

choosing, 21, 135

specialists, 21

Documentation. See Records and

recordkeeping

DOD. See U.S. Department of

Defense

DOE. See U.S. Department of Energy

DOJ. See U.S. Department of Justice

DOL. See U.S. Department of Labor

Door-to-door peddling, by youth, 3

DOT. See U.S. Department of

Transportation

Drug Enforcement Administration,

118

DSA. See Direct Selling Association

E

E-mail

credit card numbers and, 2

E-mail Preference Service, 143

Internet service providers and, 34

spam, 6

Earthquakes

insurance for, 25

ED. See U.S. Department of

Education

Education

Consumer Information Catalog,

124–125

Consumer Leasing Act, 11

Consumer organizations, listing,

134–139

Consumer Product Safety

Commission, 111

reporting safety hazards, 37

Consumer Reporting Agencies, 16, 17

Consumer Reports

car safety ratings, 10

investment information, 28

new car buying and, 9

Consumer World, iv

Consumers for World Trade, 136

Consumers Union of the United

States, Inc., iv

car safety ratings, 10

Contests

fraud and, 29

Continuing Care Accreditation

Commission, 22

Cooling-off period, 4, 24

Cooperative extension service, iv

Cooperative State Research,

Education, and Extension Service,

112, iv

Corporate consumer contacts, 41–74

Counseling services

housing counseling, 22

out-of-control debt, 17–18

Counties

consumer protection offices listing, 79–94

Cramming, 32

CRAs. See Consumer Reporting

Agencies

Credit. See also Loans

AFSA Education Foundation, 140

Consumer Action, 136

consumer rights, 15

denial of, 16

home equity loans, 15

illegal creditor questions and

policies, 14

installment loans, 15

out-of-control debt, 17–18

payday loans, 15

resolving problems, 16–19

tax refund loans, 15

Credit brokers, 9

Credit bureaus

free reports from, 16

unsolicited credit and insurance

offers and, 4

Credit cards. See also Stored-value

cards

e-mailing credit card numbers, 2

finance charges, 15–16

home shopping and, 2, 4

interest rates, 15

lost or stolen, 17

paying for home improvement and

repairs, 24

paying for travel, 29

payment skipping offers, 16

PIN numbers, 7

teaser rates, 16

Credit insurance

car buying and, 9

credit card companies and, 14

Credit repair, 17

Credit Repair Organizations Act, 17

Credit reports

checking, 7

FICO score, 16

free annual reports, 16

major credit bureaus, 16

negative information on, 17

Credit Union National Association,

143

Credit unions

counseling services, 17

Credit Union National Association,

143

deposit insurance, 13

National Credit Union

Administration, 125

CSREES. See Cooperative State

Research, Education, and Extension

Service

Customs, 116

D

DEA. See Drug Enforcement

Administration

Deaf and hearing impaired persons

Better Hearing Institute, 142

Hearing Industries Association,

144

relay services, 35, 125

Self Help for Hard of Hearing

People, 139

TTY service, 35

Debit cards

liability and, 14

PIN numbers, 7, 14

Debts. See also Credit; Loans

Bureau of the Public Debt, 120

collection of, 18–19, 141

counseling services for out-ofcontrol debt, 17–18

Surviving Debt: A Guide for

Consumers, 138

Defense Commissary Agency, 149

Dieting. See Weight reduction

Direct deposit for paychecks, 14

Direct Marketing Association, 143

INDEX
153

Accrediting Council for

Independent Colleges and

Schools, 140

AFSA Education Foundation, 140

Better Hearing Institute, 142

Distance Education and Training

Council, 143

EDInfo Electronic Newsletter, 113

EdPubs, 114

general consumer info., 19

general education development

tests, 19

Jump$tart Coalition for Personal

Financial Literacy curriculum

enrichment, 137

National Clearinghouse for

English Language Acquisition,

113–114

National Coalition for Consumer

Education, 137

No Child Left Behind, 113

Office of Special Education and

Rehabilitative Services, 114

1-800-USA-LEARN, 113

Self Help for Hard of Hearing

People, 139

student aid information, 114

Eldercare Locator, 21–22, 115

Elderly persons. See also Aging

American Association of Homes

and Services for the Aging, 140

National Consumer Law Center,

138

National Council on the Aging,

138

Electric companies, choosing, 31

Electronics

Consumer Electronics

Association, 142–143

Employee Benefits Security

Administration, 119

Employer Identification Numbers, 120

Employment

disability employment information, 118

Employee Benefits Security

Administration, 119

general consumer information, 20

help for members of the Guard

and Reserve, 113

National Association of Personnel

Services, 145

railroad employees, 126

Veteran’s Employment and Training

Service, 119

Energy. See Utilities

Energy Star Program, 122

Environmental Protection Agency,

122–123

Energy Star Program, 122

Resource Conservation and

Recovery Act hotline, 122–123

Safe Drinking Water Hotline, 34,

123

Toxic Substances Control Act

Assistance Information Service

Hotline, 123

EPA. See Environmental Protection

Agency

Equal Credit Opportunity Act, 14

Equifax, 16

Experian, 16

F

FAA. See Federal Aviation

Administration

Fair Credit Billing Act

credit card company disputes

and, 4, 16

Fair Credit Reporting Act

credit information privacy, 8–9

negative information on credit

reports, 17

Fair Debt Collection Practices Act,

18

Families USA, 136

Fannie Mae, mortgage information, 23

Faxes, junk, 6

FBI. See Federal Bureau of

Investigation

FCIC. See Federal Citizen

Information Center

FDA. See U.S. Food and Drug

Administration

FDIC. See Federal Deposit Insurance

Corporation

Federal Aviation Administration, air

safety hotline, 121

Federal Bureau of Investigation, 118

Federal Citizen Information Center,

111, 124–125, iv

Federal Communications

Commission, 123

junk faxes complaints, 6

pre-recorded voice message

rules, 5–6

telemarketing rules, 5

telephone service complaints, 32

telephone service information,

31–32

Federal Deposit Insurance

Corporation, 123

privacy rules, 8

savings and checking accounts,

13

Federal Emergency Management

Agency, 123–124

Federal government, 111–127

reporting fraud, 36–37

Federal Insurance Administration,

123

Federal Maritime Commission, 124

Federal Motor Carrier Safety

Administration, 121

Federal Reserve, 124

Board of Governors consumer

guide to auto leasing, 11

closing costs and escrow

accounts for home buyers, 23

Federal Trade Commission, 124

Buyers Guide for used cars, 11

closing costs and escrow

accounts for home buyers, 23

credit information, 15

debt collection complaints, 19

employment advertising, 20

File a Complaint Online, 37

fraudulent weight loss claims, 21

home shopping rules, 3–4

ID Theft Affidavit, 7

900 pay-per-call telephone services, 33

reporting fraud, 37

reporting spam, 6

telemarketing rules, 5

3-day cooling-off rule, 4

Federation of American Consumers

and Travelers, 136–137

FEMA. See Federal Emergency

Management Agency

Fence industry, 141

Fertility clinics, success rates, 21

FICO score, 16

Financial advisors, 28

Financial planners

Certified Financial Planner Board

of Standards, 135

Financial Planning Association,

143

Financial Planning Association, 143

Firearm regulation

Bureau of Alcohol, Tobacco and

Firearms, 120

Fires

U.S. Fire Admin., 123–124

FirstGov, iv

Fish and Wildlife Service, 119

Floods, insurance for, 25

Flying. See Air travel

FMI. See Food Marketing Institute

Food

Center for Science in the Public

Interest, 135

federal dietary guidelines, 20

Food Marketing Institute, 143–144

Health Research Group, 137

INDEX

INDEX
154

National Food Processors

Association, 145

National Turkey Federation, 146

safety of, 37, 115

Seafood Inspection Program, 112

shopping for, 20

Food Marketing Institute, 143–144

FPA. See Financial Planning

Association

Fraud

Alliance Against Fraud in

Telemarketing and Electronic

Commerce, 134

contests and sweepstakes, 29

credit applications and, 17

employment advertising, 20

EPA’s Fraud, Waste and Abuse

Hotline, 122

HHS-TIPS hotline, 116

Inspector General’s Fraud

Hotline, 117

insurance, 25, 135

investing and, 28–29

reporting, 36–37

Social Security Income payments, 126

weight loss claims, 21

Fuel economy of cars, 9

Funerals. See also Cemeteries

Funeral Consumers Alliance, 137

International Cemetery and

Funeral Association, 144

National Funeral Directors

Association, 145

veterans, 122

G

GED tests. See General education

development tests

General education development

tests, 19

General Services Administration

Consumer Information Catalog,

124–125

consumer services and information, 124

Federal Citizen Information Center,

124–125

Green Vehicle Guide, 9

GSA. See General Services

Administration

H

HALT: An Organization of

Americans for Legal Reform, 137

Health insurance

Blue Cross and Blue Shield

Association, 142

COBRA coverage, 26

consumer services and information, 135

Homeland Security. See U.S.

Department of Homeland Security

Homeowner’s/renter’s insurance

description, 24

lost baggage, 31

“replacement” coverage, 31

Homeownership. See also Home

equity loans; Mortgages

buying a home, 22–23

closing costs and escrow

accounts, 23

floods and earthquakes and, 25

HUD Housing Counseling

Clearinghouse, 15

improvement and repairs, 23–24,

117

manufactured housing, 117

National Association of Home

Builders, 144

National Association of Realtors,

145

Hospitals

accreditation, 21

consumer services and information, 135

Hotlines

Auto Safety, 12, 75, 78, 121

Call for Action, 38

Consumer Product Safety

Commission, 111

EPA’s Fraud, Waste and Abuse

Hotline, 122

FAA air safety hotline, 121

HHS-TIPS fraud hotline, 116

Household Goods Consumer

Complaint and Safety Violation

Hotline, 121

Inspector General’s Fraud

Hotline, 117

insurance fraud, 25

Meat and Poultry Hotline, 112

Resource Conservation and

Recovery Act hotline, 122–123

Safe Drinking Water Hotline, 34

STD and AIDS, 111

Toxic Substances Control Act

Assistance Information Service

Hotline, 123

Household Goods Consumer

Complaint and Safety Violation

Hotline, 121

Household Goods Forwarders

Association of America, Inc., 144

How to Avoid Becoming a Victim of

Insurance Fraud booklet, 135

I

Identity theft

description, 6

government programs, 25–26

HMOs, 26

PPOs, 26

questions to ask, 26

railroad employees, 126

Health maintenance organizations

description, 26

evaluation and accreditation of,

26

Health Privacy Project, 9

Health Research Group, 137

Healthcare

American Council on Science

and Health, 134

American Health Care

Association, 141

choosing a doctor, 21, 135

fertility clinic success rates, 21

health-related travel information,

30

Health Research Group, 137

heart bypass surgery data, 21

National Cancer Institute, 115

National Health Information

Center, 115

prescription drugs, 22

privacy issues, 9

reliable information sources, 21

veterans, 25–26, 122

Healthcare facilities

assisted living, 21–22, 140

choosing, 21–22

nursing homes, 21–22, 26–27, 140

HealthLink USA, 136

Hearing impaired persons. See Deaf

and hearing impaired persons

Hearing Industries Association, 144

Hearing loss. See Deaf and hearing

impaired persons

Hearing Loss: The Journal of Self

help for Hard of Hearing People, 139

Heart bypass surgery data, 21

HHS. See U.S. Department of Health

and Human Services

Higher education

Accrediting Council for

Independent Colleges and

Schools, 140

Career College Association, 142

catalogs, 19

Distance Education and Training

Council, 143

state savings programs, 19

student aid information, 114

HMOs. See Health maintenance

organizations

Home equity loans

description, 15

National Home Equity Mortgage

Association, 145

INDEX
155

reducing chances of, 7

Identity Theft Resource Center, 7

IIHS. See Insurance Institute for

Highway Safety

Illegal drugs. See also Prescription

drugs

Drug Enforcement

Administration, 118

Illness. See Healthcare

Immigration services, 116

InCharge Institute of America, 18

Indoor Air Quality Information

Clearinghouse, 122

Information sources, iv. See also specific topics

Insurance

cars, 25

credit insurance, 9, 14

deductibles, 25

disability, 27

earthquakes, 25

Federal Insurance

Administration, 123

financial stability of companies,

24

floods, 25

fraud, 25, 135

general information sources,

24–25

health, 25–26, 135, 142

homeowner’s/renter’s, 24

life, 27, 141

long-term care, 26–27

National Association of

Insurance Commissioners,

144–145

National Association of

Professional Insurance Agents,

145

National Insurance Consumer

Helpline, 144

private mortgage insurance, 23

state insurance regulators, 99–102

unsolicited offers, 4

Insurance Information Institute, 144

Insurance Institute for Highway

Safety, 10

Interest rates

car loans, 9

credit cards, 15, 16

installment loans, 15

mortgages, 23

savings and checking accounts,

13

up-to-date information, 14

Internal Revenue Service, 120

e-file, 120

e-payment, 120

Employer Identification Numbers,

120

frivolous tax arguments, 120

tax refunds, 15, 120

International Association of Lemon

Law Administrators, 78

International Cemetery and Funeral

Association, 144

Internet. See also Web sites

banking services, 13

car buying, 9

consumer ratings for online

stores, 2

e-mail, 2, 6, 34

FTC’s File a Complaint Online, 37

IRS e-file and e-payment, 120

National Fraud Information

Center/Internet Fraud Watch, 138

online auctions and sellers, 3

online pharmacies, 22

online privacy protection, 8

spam and, 4–6

term life insurance comparisons,

27

Internet service providers

selecting, 34

software for, 34

spam and, 6

technical support, 34

Investing

dispute resolution programs, 38

federal government agencies

dealing with, 111

financial brokers and advisors, 28

fraud, 28–29

National Association of Security

Dealers, 145

National Futures Association, 145

North American Securities

Administrators Association, Inc.,

146

risk and, 27–28, 29

state securities administrators,

103–106

ISPs. See Internet service providers

J

J.D. Powers and Associates

homeowners insurance company

ratings, 24

Jobs. See Employment

Joint Commission of Accreditation of

Healthcare Organizations

consumer complaints, 21

Jump$tart Coalition for Personal

Financial Literacy, 137

Junk mail, 4–6

K

Kelly Blue Book, 10

Kids. See Children

Kiplinger’s Personal Finance magazine, 28

L

Land

Bureau of Land Management, 119

sales of, 117–118

Lawyer Referral Service, 39

Legal Aid offices, 39

Legal issues

HALT: An Organization of

Americans for Legal Reform, 137

legal assistance, 39

National Consumer Law Center,

138

Legal Services Corporation, 39

Lemon laws, 12, 78

Libraries

corporation contact information,

36

general consumer information

sources, iv

Life insurance, 27, 141

LifeSmarts gameshow competition,

137

Loans. See also Credit; Debts

cars, 9

home equity, 15, 145

installment, 15

payday, 15

small businesses, 126

tax refund, 15

Long-distance service. See

Telephone service

Long-term care. See also Nursing

homes

American Health Care

Association, 141

Families USA, 136

insurance coverage information,

26–27

LSC. See Legal Services

Corporation

M

Manufactured housing, 117

Mayo Clinic, 21

Media

help with complaints about products or services, 37

Mediation, for dispute resolution, 38

Medicaid

beneficiary choices, 115

information sources, 26

Medical Information Bureau

requesting your file from, 9

Medical Library Association

healthcare information, 21

Medicare

beneficiary choices, 115

information sources, 26

prescription drug discount cards,

22

INDEX

INDEX
156

MedlinePlus

food shopping, safety, and nutrition information, 20

Mental health

Mental Help Net, 21

National Institute of Mental

Health, 115–116

Military commissary and exchange

offices listing, 148–149

Military family centers, 147

Mine Safety and Health

Administration, 118

Money Management International, 18

Money market accounts, 13

Monument Builders of North

America, 144

Moody’s Investors Services

insurance company ratings, 24

investment ratings, 28

Mortgage Bankers Association of

America, 144

Mortgages. See also Home equity

loans

adjustable rate, 23

Home Mortgage Insurance

Division, HUD, 117

interest rates, 23

Mortgage Bankers Association of

America, 23, 144

National Home Equity Mortgage

Association, 145

private mortgage insurance, 23

Motor Trend

new car ratings, 9

Moving industry

American Moving and Storage

Association, 141

Household Goods Consumer

Complaint and Safety Violation

Hotline, 121

Household Goods Forwarders

Association of America, Inc., 144

Mutual funds. See Investing

My Health Privacy, 9

Myvesta, 18

N

NACAA. See National Association

of Consumer Agency Administrators

NASD. See National Association of

Securities Dealers

National Advertising Division, 144

National American Consumer

Protection Investigators, 146

National Archives and Records

Administration, 125

National Association of Boards of

Pharmacy

online prescription drug sites, 22

reporting safety hazards, 37

service bulletin database, 12

vehicle crash test information, 10

National Institute for Automotive

Service Excellence, 78

National Institute of Mental Health,

115–116

National Insurance Crime Bureau

fraud hotline, 25

National Labor Relations Board, 125

National Legal Aid and Defender

Association, 39

National Library Service for the Blind

and Physically Handicapped, 35

National Park Service, 119

federal recreation sites, 30

National Response Center, 116–117

National Runaway Switchboard, 116

National Turkey Federation, 146

Native Americans

Bureau of Indian Affairs, 119

Natural gas companies, choosing, 31

NCD. See National Council on

Disability

NCL. See National Consumer

League

NCLC. See National Consumer Law

Center

NHTSA. See National Highway

Traffic Safety Administration

NIMH. See National Institute of

Mental Health

900 pay-per-call telephone services

blocking, 34

federal rules, 33

NLRB. See National Labor Relations

Board

NLS. See National Library Service

for the Blind and Physically

Handicapped

North American Securities

Administrators Association, Inc., 146

NRC. See Nuclear Regulatory

Commission

Nuclear Regulatory Commission, 125

Nursing Home Compare, 21

Nursing homes. See also Long-term

care

American Association of Homes

and Services for the Aging, 140

average length of stay, 27

information sources, 21–22

long-term care insurance and,

26–27

Nutrition

Center for Science in the Public

Interest, 135

National Association of Consumer

Agency Administrators, 137

National Association of Home

Builders, 144

National Association of Insurance

Commissioners, 144-145

complaint database, 24

National Association of Personnel

Services, 145

National Association of Professional

Insurance Agents, 145

National Association of Realtors, 145

National Association of Security

Dealers, 145

dispute resolution, 38

National Automobile Dealer

Association

Official Used Car Guide, 10

National Automobile Dealers

Association, 78

National Cancer Institute, 115

National Cemetery Administration,

122

National Clearinghouse for English

Language Acquisition, 113–114

National Coalition for Consumer

Education, 137

National Committee for Quality

Assurance, 26

National Community Reinvestment

Coalition, 137–138

National Consumer Law Center, 138

National Consumer League, 138

National Consumers League, 137

My Health Privacy, 9

National Coalition for Consumer

Education, 137

National Fraud Information

Center, 37

telephone service information, 32

National Council on Disability, 125

National Council on the Aging, 138

National Credit Union

Administration, 125

National Flood Insurance Program,

25

National Food Processors

Association, 145

National Fraud Information

Center/Internet Fraud Watch, 17, 138

National Funeral Directors

Association, 145

National Futures Association, 145

National Health Information Center,

115

National Highway Traffic Safety

Administration, 121

Auto Safety Hotline, 12, 75

INDEX
157

Community Nutrition Institute,

135

federal dietary guidelines, 20

food safety information, 115

weight reduction and, 20–21

Nutrition Action Healthletter, 135

Nutrition Navigator, 20

The Nutrition Source, 20

Nutrition Week newsletter, 135

O

Occupational Safety and Health

Administration, 118

Office of the Comptroller of the

Currency, 17

Online sources. See Internet; Web

sites

Orthoses

American Orthotic and

Prosthetic Association, 141

OSHA. See Occupational Safety and

Health Administration

P

Passports, 119

Patents and trademarks, 113

Pension Benefit Guaranty

Corporation, 125–126

Pensions

Employee Benefits Security

Administration, 119

Pension Benefit Guaranty

Corporation, 125–126

railroad employees, 126

Social Security, 126

Persons with disabilities

American Orthotic and

Prosthetic Association, 141

Americans with Disabilities Act,

118

Architectural and Transportation

Barriers Compliance Board, 111

disability employment information, 118

National Council on Disability,

125

services and resources for consumers with, 35

Social Security disability benefits, 126

Pesticides

National Pesticide Information

Center, 122

Pharmacies. See Prescription drugs

Photo Marketing Association, 146

Photographic equipment

Photo Marketing Association, 146

Physical fitness

President’s Council on Physical

Fitness and Sports, 116

Physicians. See Doctors

PIN numbers

for ATM/debit cards, 14

identity theft and, 7

Planes. See Travel

Post exchanges. See Military commissary and exchange offices

Postal Rate Commission, 126

PPOs. See Preferred provider organizations

Pre-paid telephone calling cards, 33

Preferred provider organizations, 26

Prescription drugs. See also Illegal

drugs

Health Research Group, 137

Medicare discount cards, 22

online pharmacies, 22

reporting safety hazards, 37

side effects, 22

President’s Council on Physical

Fitness and Sports, 116

Privacy. See also Identity theft

children and, 8

financial, 8–9

general consumer information,

7–8

medical, 9

online privacy, 8

Prizes

900 pay-per-call telephone services and, 33

paying money in order to claim, 29

telemarketing and, 5

travel, 29

Prostheses

American Orthotic and

Prosthetic Association, 141

Public Citizen, Inc., 138

Purchases, general tips, 1–2

R

Railroad employees, pensions and

benefits for, 126

Railroad Retirement Act, 126

Railroad Retirement Board, 126

Railroad Unemployment Insurance

Act, 126

RCRA. See Resource Conservation

and Recovery Act

Real estate. See also

Homeownership

Surplus Federal Property Sales,

125

Real estate agents, 22

Real Estate Settlement Procedures

Act, 23

Recalls, safety, 2, 12

Recording for the Blind & Dyslexic, 35

Records and recordkeeping. See also

National Archives and Records

Administration

billing disputes, 17

car repairs, 12

complaints, 36

damaged baggage, 31

home improvement and repairs,

23

identity theft, 7

lost baggage, 31

negative credit information in

your credit report, 17

Rental cars, 11–12

Renter’s insurance, 25

Repairs

cars, 12, 78

home improvement and, 23–24, 117

Repossessions of cars, 12–13

Resource Conservation and

Recovery Act, 122–123

RESPA. See Real Estate Settlement

Procedures Act

RFB&D. See Recording for the Blind

& Dyslexic

Runaway children, 116

RV Consumer Group, 78

S

Safety issues. See also U.S.

Department of Homeland

Security

automobile recalls, 2, 12

cars, 2, 10, 12, 37

drinking water, 34

Federal Motor Carrier Safety

Administration, 121

food safety, 20

mine safety, 118

Occupational Safety and Health

Administration, 118

reporting safety hazards, 37

travel, 30

vehicle crash test information, 10

Savings accounts, 13–14

SBA. See Small Business

Administration

Science

American Council on Science

and Health, 134

Center for Science in the Public

Interest, 135

SEC. See Securities and Exchange

Commission

Securities and Exchange

Commission, 126

company disclosure rules, 28

disciplinary action database, 28

Security. See also U.S. Department

of Homeland Security

INDEX

INDEX
158

Transportation Security

Administration, 121

Self Help for Hard of Hearing People,

139

Service contracts, questions to ask

about, 1–2

Sexually transmitted diseases

hotline, 111

Shopping from home

consumer rights, 3–4

general tips, 2–3

online auctions and sellers, 3

3-day cooling-off rule, 4

Slamming, 32

Small Business Administration, 126

Small claims courts

dispute resolution, 38

filing a case, 39

Soap and Detergent Association, 146

SOCAP. See Society of Consumer

Affairs Professionals International

Social Security Administration, 126

Social Security numbers

credit applications and, 17

identity theft and, 7, 8

Society of Consumer Affairs

Professionals International, 139

listing, 41–74

Software

Internet service providers and, 34

spam-blocking, 6

spyware/sneaky, 8

Spam, 4, 6

Special education

Office of Special Education and

Rehabilitative Services, 114

Sports

President’s Council on Physical

Fitness and Sports, 116

Spyware, 8

Standard & Poor’s

insurance company ratings, 24

investment ratings, 28

States

agencies offering help with complaints, 37

banking authorities listing, 95–98

Better Business Bureaus listing,

128–133

car safety inspection, 10

cemetery grants program, 122

consumer protection offices listing, 79–94

Do Not Call lists, 5

health insurance for children, 26

health insurance pools, 26

heart bypass surgery data, 21

higher education savings programs, 19

deaf or hard of hearing persons,

35

general consumer information,

31–32

900 numbers, 33–34

pre-paid calling cards, 33

screening calls, 5

slamming, 32

Term life insurance, 27

Thomas Register of American

Manufacturers, 36

3-day cooling-off rule

home improvement and repairs,

24

shopping from home and, 4

Tips

general buying tips, 1–2

general consumer tips, vi

using the handbook, 1

Tire Association of North America,

146

Tobacco regulation

Bureau of Alcohol, Tobacco and

Firearms, 120

Toxic Substances Control Act, 123

Toy Industry Association, Inc., 146

Toys

reporting safety hazards, 37

Toy Industry Association, Inc., 146

Trade and professional associations,

140–146

Trademarks, 113

Transportation Security

Administration, 121

TransUnion, 16

Travel

air travel problems, 30–31

Disaster Aid, 136–137

federal recreation sites, 30

Federation of American

Consumers and Travelers, 136–137

general consumer information, 29

paying by credit card for, 29

safety issues, 30

United States Tour Operators

Association, 146

Travel agents

American Society of Travel

Agents, Inc., 142

licensing of, 29

professional association membership and, 29

U

Unemployment

railroad employees, 126

United States Tour Operators

Association, 146

Universal life insurance, 27

insurance regulators, 99–102,

144–145

lemon laws, 12

physician licensing, 21

securities administrators, 103–106

state-specific legal questions, 39

travel agent registration and

insurance, 29

utility commissions, 107–110

STB. See Surface Transportation

Board

STDs. See Sexually transmitted diseases

Stocks. See Investing

Stored-value cards, 13

Sublease brokers, 9

Suitcases. See Baggage

Surface Transportation Board, 127

Surviving Debt: A Guide for

Consumers, 138

Sweepstakes

fraud and, 29

900 pay-per-call telephone services and, 33

T

Tax issues. See also Internal

Revenue Service

frivolous tax arguments, 120

investments, 28

IRS e-file, 120

IRS e-payment, 120

tax refund loans, 15

Telecommunications

Consumer Action, 136

Telecommunications Research and

Action Center, 31

Telemarketing

Alliance Against Fraud in

Telemarketing and Electronic

Commerce, 134

Direct Marketing Association, 143

Do Not Call Registry, 5

general consumer information, 4

National Fraud Information

Center/Internet Fraud Watch, 138

pre-recorded voice messages, 5–6

prize offerings, 5

removing your name from telemarketing lists, 4–5

sales calls, 5

screening calls, 5

Telephone Preference Service,

143

Telephone relay services for deaf and

hearing impaired persons, 35, 125

Telephone service

cell phones, 32–33

cramming, 32

INDEX
159

U.S. Air Force

Exchange Service, 149

Family Matters Office, 147

U.S. Army

Community and Family Support

Center, 147

Exchange Service, 149

U.S. Coast Guard, 116

Exchange System, 149

Work/Life Program, 147

U.S. Department of Agriculture. 112

Cooperative State Research,

Education, and Extension Service,

112, iv

food shopping, safety, and nutrition information, 20, 112

Meat and Poultry Hotline, 112

reporting safety hazards, 37

U.S. Department of Commerce,

112–113

Office of Weights and Measures,

112

reporting safety hazards, 37

U.S. Department of Defense, 113

U.S. Department of Education,

113–114

U.S. Department of Energy,

114–115

energy efficiency information, 114

Energy Saver guide, 31

U.S. Department of Health and

Human Services, 115–116

Eldercare Locator, 21–22, 115

medical privacy and, 9

Nursing Home Compare, 21

U.S. Department of Homeland

Security, 116–117

U.S. Department of Housing and

Urban Development, 117

affordable housing programs, 117

home improvement, 117

housing counseling, 22

HUD Housing Counseling

Clearinghouse, 15

land sales, 117–118

Office of Fair Housing and Equal

Opportunity, 22, 117

U.S. Department of Justice, 118

U.S. Department of Labor, 118–119

disability employment, 118

U.S. Department of State 119

Overseas Citizens Services, 119

passport information, 119

travel safety information, 30

visa information, 119

U.S. Department of the Interior, 119

U.S. Department of the Treasury,

120–121

U.S. Department of Transportation,

121

Auto Safety Hotline, 78

overbooked flights, 30

travel safety information, 30

U.S. Department of Veterans Affairs.

See also Veterans Administration,

121-122

U.S. Fire Administration, 123–124

U.S. Food and Drug Administration,

115

food shopping, safety, and nutrition information, 20

prescription drug information, 22

reporting safety hazards, 37

U.S. Geological Survey, 119

U.S. Marine Corps

Exchanges, 148–149

Family Services, 147

U.S. Navy

Exchange Service Centers, 148

Family Assistance, 147

U.S. PIRG. See U.S. Public Interest

Research Group

U.S. Postal Inspection Service, 127

reporting fraud, 37

U.S. Postal Service. See also Postal

Rate Commission, 127

mail that looks like bills, 4

mail that looks like it is from a

government agency and, 4

U.S. Public Interest Research Group,

139

U.S. Savings Bonds, 28

U.S. Secret Service, 117

U.S. Treasury securities, 28

USDA. See U.S. Department of

Agriculture

Used cars, 10–11

Utilities

electricity, 31

energy efficiency information, 114

Energy Star Program, 122

general consumer information, 31

natural gas, 31

nuclear power, 125

state commissions listing,

107–110

telephone service, 31–34

water, 34

V

VA. See Veterans Administration

Vacations. See Travel

Vehicles. See Cars

Veterans

benefits information, 122

burial information, 122

Veteran’s Employment and

Training Service, 119

Veterans Administration. See also

U.S. Department of Veterans Affairs

health insurance, 25–26

Visas, 119

W

Warranties

cars, 11, 12

extended, 1–2, 10

questions to ask about, 1–2

repairs and, 12

secret, 12

Water service, 34

Websites. See also Internet; specific

organizations and federal government agencies

BBBOnLine, 2, 128

credit counseling, 18

federal recreation sites, 30

general consumer information, iv

healthcare information, 21

legal help, 39

medical privacy, 9

online version of the handbook, 1

personal, 34

safety recalls, 2, 12

telephone rate and plan information, 32

Weight reduction

federal government information

sources, 20

general guidelines, 20–21

Weiss Ratings, Inc.

insurance company ratings, 24

investment ratings, 28

Whole life insurance, 27

Wireless service. See Cell phones

Women’s Bureau, 119

Workers’ compensation, 27

Y

Youth peddling, 3

INDEX

INDEX

Single copies of the current Consumer Action Handbook are

available by writing Handbook, Federal Citizen Information Center,

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3256. The Handbook can also be ordered on the FCIC website,

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Handbook, please call 1-888-878-3256. For information that is

updated weekly, visit the Consumer Action website at 

www.ConsumerAction.gov.

The Federal Citizen Information Center wishes to thank Pat Bonner,

Ph.D. of Economic Connections for her help in developing this edition of the Consumer Action Handbook. Her expertise on the front

lines of consumer education has contributed immeasurably to the

value and quality of this publication. We would also like to thank

Nicole Vincent, the Consumer Action Handbook Manager, for her

work on this edition of the Handbook.

We need your help to keep the Handbook up-to-date. Please

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