2006 

CONSUMER

ACTION

HANDBOOK

United States General 

Services Administration

Federal Citizen 

Information Center
ii

The Consumer Action Handbook, published 

by the United States General Services 

Administration, promotes responsibility and 

encourages Americans to make wise choices 

when investing information in goods and 

services. By providing important information 

on government services, this handbook helps 

consumers save time and money. I encourage 

all Americans to use this valuable resource to 

broaden their opportunities and plan their 

future.

Best wishes, 

The White House

Washington

October 2005

November 2005

As Acting Administrator of the U.S. General Services 

Administration (GSA), I’m proud to introduce the 2006 edition 

of the Consumer Action Handbook, the award-winning 

publication that helps citizens become better educated 

consumers. The Handbook and its companion website, 

www.ConsumerAction.gov, are produced by the Federal 

Citizen Information Center within GSA’s Office of Citizen 

Services and Communications.

The Handbook is an ideal reference document that provides 

citizens with fast, free and reliable information. You can also 

find answers about Government services online at 

www.FirstGov.gov, or click on “Contact Us” at the bottom of 

FirstGov.gov to send an email and receive an answer within 

two business days. You can also call 1 (800) FED-INFO and 

speak to an information agent, or write to Pueblo, Colorado, 

where consumers have found helpful publications for more 

than 30 years. 

Whether you have a printed copy of the Consumer Action 

Handbook or use it online at www.ConsumerAction.gov, you’re 

sure to get timely, accurate, and trustworthy help from GSA. 

Sincerely,

David Bibb

GSA Administrator

U.S. General Services Administration

1800 F Street, NW

Washington, DC 20405-0002

www.gsa.gov
Consumer Product Safety 

Commission

The Honorable Hal Stratton

Chairman

Department of Agriculture

The Cooperative State Research, 

Education, and Extension Service

Colien Hefferan

Administrator

Department of Defense

The Honorable Donald H. Rumsfeld

Secretary

Department of Veterans Affairs

The Honorable R. James Nicholson

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 

2006 Consumer Action Handbook.

Federal Deposit Insurance 

Corporation

The Honorable Martin J. Gruenberg 

Acting Chairman

Federal Trade Commission

The Honorable Deborah Platt Majoras

Chairman

General Services Administration

The Honorable David Bibbs

Acting Administrator

Securities and Exchange 

Commission

The Honorable Christopher Cox

Chairman

American Association of Homes 

and Services for the Aging

AARP

American Financial Services 

Association Education Foundation

American Express

The Breath Right Company

Bridgestone/Firestone LLC

Campbell Soup Company

Carfax

The Colgate-Palmolive Company

Consumer Electronics Association

The Dannon Company

Direct Marketing Association

Frito-Lay

Gerber Products Company

Kellogg 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 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. For more information 

see page 136.

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

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

 Medicare Drug Coverage

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

Digital Television

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 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. 

11. Don't buy under stress. 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.

12. Be cautious of Buy Here, Pay Here lots. If you decide to buy a car from a used 

car lot, be sure to read all of the papers before you sign. Don't sign contracts that allow 

the dealership to change the finance rate AFTER you leave the lot.

13. Work-at-Home ads usually don't payoff. Be especially wary of ads that promise 

huge annual salaries; they often require expensive upfront fees with no guarantee. You 

risk losing your money and wasting a lot of time and energy. 
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. 

GENERAL BUYING TIPS

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).

• 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

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 
site. 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.

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, which are 

gathered from federal agencies.

• www.pueblo.gsa.gov —This site lists 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.

SHOPPING FROM HOME

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 

endorsement seal on the company webBEWARE: 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 

that you receive repeatedly. Orders for services 

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

(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. 

TELEMARKETING AND SPAM

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).

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 
5

TELEMARKETING

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:

• Emergency calls needed to ensure your health 

and safety;

• Non-commercial calls;
6

TELEMARKETING • PROTECT YOUR IDENTITY

• 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 causes 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.

PROTECT YOUR IDENTITY

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.

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 
7

PROTECT YOUR IDENTITY • PROTECT YOUR PRIVACY

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 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. 

PROTECT YOUR PRIVACY

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.

• Ask what information will be collected 

and how it may be used. Only do business with 

those with privacy practices that meet your 

approval. 
8

PROTECT YOUR PRIVACY

• 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 antispyware 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 federal law and to 

find out how you can get a 

copy of your credit reports, see 

page 16.

PROTECTING 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

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.

AUTOMOBILES

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 cleanest-running engines. 

• Go to www.fueleconomy.gov to compare 

the miles-per-gallon ratings of different vehicle 

models manufactured since the mid-1980s. 

• For annual fuel estimates, go to 

www.fueleconomy.gov/feg/savemoney.shtml.

• 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 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 

CARS
10

AUTOMOBILES 

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.autosafety.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. 

• 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 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 

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 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 

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. 

CARS

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.
12

AUTOMOBILES

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 

toll-free 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; 

• 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 
13

BANKING

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.

BANKING

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 Internet? Can you make direct 

deposits and other electronic transfers?

If you are considering a 

checking account or another 

type of account with checkwriting 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 

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.

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

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. 

CREDIT

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.

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;

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

• 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 

subtracts 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. 

CREDIT
16

CREDIT

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

As of September 1, 2005, all consumers are eligible 

to receive a free annual credit report from each of 

the three major CRAs. 

To order your report, you must go through 

www.annualcreditreport.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 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 

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 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 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

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. 

CREDIT
18

CREDIT

• 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;

• 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 
19

EDUCATION

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).

EDUCATION

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 

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. 

EMPLOYMENT

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

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 • HEALTHCARE

• 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.

FOOD AND NUTRITION

The following suggestions will help you save 

money when shopping for food.

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

pick up extra items.

• Shop at the lower-priced food stores. 

Convenience stores often charge the highest 

prices.

• Compare price-per-ounce or other unit prices. 

• 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.

• U.S. Department of Agriculture (p. 111);

• 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)

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.

• 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).

HEALTHCARE

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 
21

HEALTHCARE 

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 (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 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.
22

HEALTHCARE • HOUSING

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 DRUG COVERAGE

Starting January 1, 2006, Medicare will offer 

prescription drug coverage to help you get 

the prescription drugs you need. Everyone 

with Medicare can join a drug plan as early 

as November 15, 2005 to get this coverage. If 

you aren’t sure if a drug plan is approved by 

Medicare, call 1-800-MEDICARE (1-800-633-4227). 

All drug plans approved by Medicare may use 

this seal on their materials:

Like other insurance, if you decide not to enroll 

in a drug plan when you are first eligible, you 

may pay a penalty if you choose to join later. If 

you have limited income and resources, you may 

get extra help to cover prescription drugs for 

little or no cost.

For more information, look at the “Medicare & 

You 2006” handbook, visit www.medicare.gov on 

the web, or call 1-800-MEDICARE. TTY users 

should call 1-877-486-2048. 

HOUSING

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. 

• Have the property inspected. Use a 

licensed home inspector to carefully inspect 

the property before agreeing to buy it. 
tion 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 their 

website, 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 

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

licensed.

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 informa23

HOUSING

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

• 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. 4). 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).

INSURANCE

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. 145), 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.

• 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.
25

INSURANCE

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 

loss-your 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 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. 

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

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.

INSURANCE

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 

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. 
27

INVESTING

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.

INVESTING

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. 

• 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 

• 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 
28

INVESTING

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 

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;
TRAVEL

29

• 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.” 

TRAVEL

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.

• 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.

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. 

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

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. 121) 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. 115) 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.

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.
31

UTILITIES

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.

UTILITIES

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. 

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 about how you use the telephone, then 

you can compare services and prices. You might 

choose a package deal from one company or 

services from several 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 FCC (p. 123) offers consumer information 

about choosing a long-distance carrier, understanding new phone fees and taxes, 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 phone charges and 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 differUTILITIES
32

UTILITIES

ent 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 FCC (p. 123). 

“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. 

Take these steps to avoid slammers and 

crammers:

• 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 can be very convenient, but before 

you sign a contract for wireless phone service, 

you will want to ask a number of questions.

• 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. If you call outside the area covered by 

these plans, you will pay 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 

for a single per-minute price. Roaming and longdistance 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. 

• 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 
33

UTILITIES 

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. 

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 charges. 

Both the FCC (p. 123) and the FTC (p. 124) have 

rules concerning pay-per-call numbers. These 

rules say that advertisements for pay-per-call 

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. 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. 

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.

INTERNET SERVICE PROVIDERS

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. 

UTILITIES
34 34

INTERNET SERVICE PROVIDERS • DIGITAL TELEVISION

If you have limited Internet expertise, you may 

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

They usually offer user-friendly startup software. This software often includes features 

such as a browser, instant messaging, parental 

controls, and pop-up blockers. 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 

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?

DIGITAL TELEVISION

Digital Television (DTV) is an entirely new technology that will ultimately replace today’s analog 

television system. DTV comes in three levels of 

picture quality: 

• Standard Definition TV (SDTV) 

• Enhanced Definition Television (EDTV) 

• High Definition TV (HDTV) 

Today most people have analog televisions. 

Analog TVs will need additional equipment to 

receive over-the-air television when the DTV 

transition ends. TV stations are currently transitioning from analog broadcasting to digital. The 

current target for ending analog broadcasting 

is December 31, 2006, but this date will likely be 

extended, perhaps for another two years. When 

analog broadcasting ends, consumers with 

analog sets will need to obtain a separate converter box to watch over-the-air TV. Analog sets 

equipped with a converter box will display the 

digital broadcasts, but not in full digital quality.

You will need DTV equipment to receive DTV 

signals. No matter how you receive your TV 

signal (cable, satellite or over-the-air) you will 

need DTV equipment to watch DTV programming. 

DTV equipment can be purchased as all-inone or as individual components. A “component” solution includes a DTV monitor (TV 

screen) that must be paired with a cable or 

satellite set-top box or stand alone DTV 

tuner. These monitors are sometimes labeled 

“HD Ready.” Digital Cable Ready (or Plugand-Play) televisions are also available and 

can be used to receive digital cable TV without a separate set-top box. Digital Cable 

Ready TVs plug directly into the cable jack. A 

CableCARD can be plugged into these sets to 

unscramble certain cable programming. 
35 35

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 speciallyadapted tape players and accessories.

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 DISABILITIES
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. 

CONTACT THE SELLER

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 

toll-free 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. 

• 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.

REPORT FRUAD & SAFETY HAZARDS

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 

your money are committing fraud. If you suspect 

fraud, there are some additional steps to take.

PART 2
37

• 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)

GET HELP

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 

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
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

38

GET HELP

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

DISPUTE RESOLUTION 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
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)

• 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 

KEEP COPIES OF ALL OF YOUR LETTERS, FAXES, E-MAILS, AND RELATED DOCUMENTS.
41

CORPORATE

Member of SOCAP International

PART III – CONSUMER 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 e-mail 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.

AAMCO Transmissions

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

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)

ACE USA Companies

Customer Services

1601 Chestnut St.

PO Box 41484

Philadelphia, PA 19101-1484

215-640-4555

Fax: 215-640-2489

www.ace-ina.com

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

Toll free: 1-800-255-5162 

(Pharmaceuticals)

www.abbott.com

ABC, Inc.

500 S. Buena Vista St.

Bubank, CA 10023

818-460-7477

e-mail: netaudr@abc.com

www.abc.com

Ace Hardware 

Corporation

2200 Kensington Court

Oak Brook, IL 60523

630-990-6600

Fax: 630-990-6856

www.acehardware.com

CORPORATE CONSUMER 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.

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

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,

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: Maytag Corporation

Maytag Customer Service

403 W. 4th St. North

Newton, IA 50208

Toll free: 1-800-843-0304 

(Product questions)

Toll free: 1-800-628-5782 

(Service)

www.amana.com

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

CORPORATE CONSUMER CONTACTS
43 Member of SOCAP International, 

see page 41.

Provided financial support for the publication 

of the Consumer Action Handbook.

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: 1-800-525-3355 (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

Fax: 651-264-5827

www.andersenwindows.com

Anheuser-Busch, Inc. 

One Busch Pl.

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: 1-800-528-628

www.aoninnovativesolutions.com

Apple Computer, Inc.

1 Infinite Loop

Cupertino, CA 95014

Toll free: 1-800-676-2775 

(Customer Relations)

Toll free: 1-800-275-2273 (Tech 

Support)

www.apple.com

Appleseed’s

Customer Service

30 Tozer Rd.

Beverly, MA 01915

978-922-2040

Toll free: 1-800-767-6666

e-mail: CustomerService@

 Appleseeds.com

www.appleseeds.com

Arizona Mail Order

PO Box 27800

Tucson, AZ 85713

Toll-free: 1-800-362-8410

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

e-mail: CustomerService@

 OldPuebloTraders.com

www.oldpueblotraders.com

Armstrong World 

Industries, Inc.

Customer Service

PO Box 3001

www.corporate.american 

greetings.com

American Standard, 

Inc.

Consumer Affairs

PO Box 6820

Piscataway, NJ 08855

Toll free: 1-800-442-1902

Fax: 732-980-6170

www.americanstandard.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

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

CORPORATE

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

Bali

See: Sara Lee Corporation

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

Bank of America 

Corporation

100 N. Tryon St.

Charlotte, NC 28255

Toll free: 1-800-432-1000

www.BankofAmerica.com

BankUnited

Customer Service

7815 NW 148th St.

Miami Lakes, FL 33016

Toll free: 1-877-779-2265

www.bankunited.com

Bass Pro Shops, Inc.

2500 East Kearney

Springfield, MO 65898

417-873-5000

Toll free: 1-800-BASS-PRO 

(227-7776)

TDD toll free: 1-800-442-5788

Fax: 417-873-5060

www.basspro.com

Bath & Body Works

Customer Service

Seven Limited Pkwy. 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

Lancaster, PA 17604

717-396-3040

Toll free: 1-800-233-3823

Fax: 717-396-4270

www.armstrongfloors.com

Artisoft, Inc.

Communications 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 Rd.

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 Ave., Room 

N208

Morristown, NJ 07962

Toll free: 1-800-222-0300

TDD/TTY toll free: 1-800-833-

3232

Fax: 973-644-7381

www.att.com

AT&T Wireless 

Services, Inc. 

See Cingular

Ateeco, Inc. 

Consumer Affairs Department

PO Box 606

Shenandoah, PA 17976

(570) 462-2745

Toll free: 1-800-233-3170

www.pierogies.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

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

B

Bacardi USA

2100 Biscayne Blvd.

Miami, FL 33137

305-573-8511

Toll free: 1-800-BACARDI

Fax: 305-573-2730

www.Bacardi.com

CORPORATE CONSUMER CONTACTS
Member of SOCAP International, see page 41. 45

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 

(232-2737)

www.bd.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 Western 

International, 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

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 

Corporation 

626 Hanover Pike

Hampstead, MD 21074

Toll free: 1-800-762-6686

www.bdk.com

Blockbuster 

Entertainment Corp.

Customer Care Center

1201 Elm St.

Dallas, TX 75270

214-258-1017

www.blockbuster.com

Bloomingdale’s, Inc.

Customer Service

PO 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 

Corporation

Customer Support

100 Enterprise Way

Scotts Valley, CA 95066

Toll free: 1-800-523-7070

e-mail: customer-service@

 borland.com

www.borland.com

CORPORATE

CORPORATE CONSUMER CONTACTS
46 Member of SOCAP International, 

see page 41.

Provided financial support for the publication 

of the Consumer Action Handbook. 46

CORPORATE CONSUMER CONTACTS

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

e-mail: letters@bushbros.com

www.bushbeans.com

C

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 St.

Scottsdale, AZ 85260

480-948-6540

Toll free: 1-800-856-0732

Fax: 480-948-5508

e-mail: calcomp.support@

 gtcocalcomp.com

www.calcomp.com

Bridgewater, NJ 08807

908-704-1700

Toll free: 1-800-276-7746

www.brother.com

Brown Shoe Company

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

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 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: 1-800-228-5682 

(Customer Relations)

Toll free: 1-800-233-3350 (Service)

www.bulova.com

Burlington Coat Factory 

Warehouse Corp.

1830 Route 130 North

Burlington, NJ 08016

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

The Breathe Right 

Company 

CNS, Inc. 

Consumer Relations 

20 Troy Rd. 

Whippany NJ, 07981 

Toll Free: 1-800-858-6673 

e-mail: 

cnsinfo@customerfirst.com 

www.breatheright.com

Braun 

1 Gillette Park, 4K-16

Boston, MA 02127-1096

Toll free: 1-800-272-8611

www.braun.com

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 Int'l Corporation

Customer Service

100 Somerset Corp. Blvd.
CORPORATE CONSUMER CONTACTS

47 Member of SOCAP International, 

see page 41.

Provided financial support for the publication 

of the Consumer Action Handbook.

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 Pl.

Camden, NJ 08103-1701

Toll free: 1-800-257-8443

www.campbellsoup.com

CARFAX, Inc. 

Consumer Affairs

10304 Eaton Pl., Ste. 500

Fairfax, VA 22030

703-218-0340

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 

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

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

Chattem, Inc.

PO Box 22219

Chattanooga, TN 37409

423-821-4571

www.chattem.com

ChevronTexaco 

Corporation

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

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

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 Pkwy., 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

CORPORATE
48 Member of SOCAP International, 

see page 41.

Provided financial support for the publication 

of the Consumer Action Handbook.

Computer Associates 

International, Inc.

One Computer Associates Plaza

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

PO Box 3768

Omaha, NE 68103-0768

Toll free: 1-800-722-1344

Fax: 402-595-7880

www.conagrafoods.com

Conair Corporation

Consumer Affairs

150 Milford Rd.

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 Rd.

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

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

The Columbia House 

Company

1400 N. Fruitridge Ave.

Terre Haute, IN 47811-0100

1-800-562-4046 (Music)

1-800-262-2001 (Video and DVD)

1-800-901-5545 (T.V. Library Club)

Toll free: 1-800-965-9665 

(audiobook)

Fax: 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

Clopay Building 

Products Co. 

Consumer Affairs

8585 Duke Blvd.

Mason, OH 45040

Toll free: 1-800-225-6729

www.clopay.com

The Clorox Co. 

Consumer Services

1221 Broadway

Oakland, CA 94612-1888

Toll free: 1-800-227-1860 (Home 

Cleaning Products)

Toll free: 1-800-292-2200

(Laundry Products)

Toll free: 1-800-242-7482 (Brita)

Toll free: 1-800-835-4523 (GLAD)

Toll free: 1-800-537-2823 

(Hidden Valley/KC Masterpiece) 

Toll free: 1-800-222-7784 (Auto 

Care Products) 

Toll free: 1-800-232-4745 

(Kingsford Charcoal)

Toll free: 1-800-325-9259 (Cat 

Care Products)

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

CORPORATE CONSUMER CONTACTS
49 Member of SOCAP International, 

see page 41.

Provided financial support for the publication 

of the Consumer Action Handbook. 49

Consumer Credit 

Counseling Service of 

Greater Washington, Inc. 

15847 Crabbs Branch Way

Rockville, MD 20855

301-590-1010

Toll free: 1-800-747-4222

e-mail: info@cccsdc.org

www.cccsdc.org

Continental Airlines, Inc. 

PO Box 4607-HQ SCR

Houston, TX 77210-4607

Toll free: 1-800-932-2732

e-mail: custo@coair.com

www.continental.com

Continental Tire North 

America, Inc. 

Consumer Relations

1800 Continental Blvd.

Charlotte, NC 28273

Toll free: 1-800-847-3349

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

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

COTY/ LCI Cosmetics 

International 

Consumer Affairs

350 Clark Dr.

Mt. Olive, NJ 07828

Toll free: 1-800-715-4023

Fax: 973-426-7678

Email: consumer_affairs_ 

 LCI@cotyinc.com

Craftmatic 

Organization, 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

Culligan International 

Office of the President

One Culligan Pkwy.

Northbrook, IL 60062

Toll free: 1-800-947-4759

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

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

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

CVS/pharmacy

Customer Relations 

Department

One CVS Dr.

Woonsocket, RI 02895

401-765-1500

Toll free: 1-800-746-7287

Fax: 401-770-6949

www.cvs.com

D

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

danskin.com

DAP Products, Inc

Customer Service

2400 Boston St., Ste. 200

Baltimore, MD 21224

CORPORATE

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

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 

International

Customer Relations

7958 S. Chester

Englewood, CO 80112

303-799-9000

Toll free: 1-800-234-6377

Fax: 303-649-2891

www.dinersclub.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.

See: Morgan Stanley

2500 Lake Cook Rd.

Riverwoods, IL 60015-3851

224-405-0900

Toll free: 1-800-347-2683

Fax: 224-405-4993

www.discoverfinancial.com

Dlink 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 Company, Inc. 

Consumer Center

One Dole Dr.

Westlake Village, CA 91362-7300

818-874-4000

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

Deere & Company 

Corporate Communications

1 John Deere Pl.

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 

Company 

PO Box 193575

San Francisco, CA 94119-3575

415-247-3000

Toll free: 1-800-543-3090

www.delmonte.com

Dell Computer 

Corporation

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

Dept. 980

PO Box 20980

Atlanta, GA 30320

404-715-1450

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

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

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 

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

CORPORATE CONSUMER CONTACTS
Member of SOCAP International, see page 41. 51

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 Dr.

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

www.dothill.com 

Dreyer’s Grand Ice 

Cream

Consumer Relations

5929 College Ave.

Oakland, CA 94618

Dreyer’s Toll-Free: 

1-877-437-3937

Edy’s Toll-Free: 1-888-590-3397

Häagen-Dazs Toll-Free: 

1-800-767-0120

Nestlé Ice Cream Toll-Free: 

1-800-441-2525

www.icecream.com

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

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

TTY toll free: 1-800-341-0654

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

www.duracell.com

E

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

Eckerd Corporation

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

www.scientificsonline.com

Eizo Nanao 

Technologies

5710 Warland Dr.

Cypress, CA 90630

Toll free: 1-800-800-5202

Fax: 562-431-4811

www.eizo.com

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 Fl.

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

Encyclopedia 

Britannica, Inc.

Customer Support

310 South Michigan Ave.

Chicago, IL 60604

Toll free: 1-800-323-1229

Fax: 312-294-2104

www.britannica.com

CORPORATE

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

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 

Assistance Center

PO Box 2002

Allen, TX 75013

Toll free: 1-888-397-3742

www.experian.com

Exxon Mobil

Customer Relations

Fuels Marketing Company

PO Box 1049

Buffalo, NY 14240-1049

Toll free: 1-800-243-9966

www.exxonmobil.com

F

Faultless Starch/Bon 

Ami Co.

Consumer Affairs Department

1025 W. 8th St.

Kansas City, MO 64101-1200

816-842-1230

e-mail: info@faultless.co

www.bonami.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

fedex.com

Federated 

Department Stores, Inc 

Consumer Affairs

7 West 7th St.

Cincinnati, OH 45202

www.fds.com

Fidelity & Guarantee Co. 

Policy Holder Service Center

PO Box 81497

Lincoln, NE 68501

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 

(Pre-Sales Support)

Toll free: 1-800-922-8911 

(Automated Service and Tech 

Support)

www.epson.com

Equifax 

PO Box 105851

Atlanta, GA 30348

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

Toll free: 1-800-638-2255

Fax: 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

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

Fortune Brands

Consumer Affairs Department

300 Tower Pkwy.

Lincolnshire, IL 60069

847-541-4400

Toll free: 1-800-989-4923

Fax: 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

CORPORATE CONSUMER CONTACTS
53

Georgia-Pacific Corp. 

133 Peachtree St., N.E.

Atlanta, GA 30303

404-652-4000

Toll free: 1-800-283-5547 

(Consumer Products)

www.gp.com

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.gillette.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

Global Village

See: Zoom Technologies

951 Broken Sound Pkwy., 

Ste. 350

Boca Raton, FL 33487

561-997-7202 (Modems)

Fax: 561-997-2163

e-mail: modemtech@

 globalvillage.com

www.globalvillage.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

www.fwb.com

G

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 Co.

3135 Easton Turnpike

Fairfield, CT 06828-0001

203-373-2211

Toll free: 1-800-626-2000 

(Answer Center)

Fax: 202-373-3131

www.geappliances.com

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 

(4622)

TDD toll free: 1-800-833-4622

Fax: 248-879-4134

www.gmacfs.com

Fax: 610-459-6040

www.franklinmint.com

Frito-Lay 

Consumer Affairs

7701 Legacy Dr.

Plano, TX 75024

972-334-5022

Toll free: 1-800-352-4477

Fax: 972-334-5071

www.fritolay.com

Fruit of the Loom, Inc.

Consumer Services

One Fruit of the Loom Dr.

Bowling Green, KY 42102-9015

270-781-6400

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.

Consumer Information 

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

CORPORATE

CORPORATE CONSUMER 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.

CORPORATE CONSUMER CONTACTS

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

Hertz Corp.

Customer Relations

225 Brae Blvd.

Park Ridge, NJ 07656

201-307-2000

Toll free: 1-888-777-6095

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

Goodrich Corporation

Consumer Relations 

Department

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

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

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

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

Hanes and Hanes Her 

Way Underwear

Consumer Services

PO Box 3013 (Zip 27102)

(475 Corporate Square Dr.)

Winston-Salem, NC 27105

Toll free: 1-800-994-4348

Fax: 336-519-4226

www.hanes.com

Hanes Hosiery

Consumer Relations

PO Box 225

401 Hanes Mill Rd.
CORPORATE CONSUMER CONTACTS

Member of SOCAP International, see page 41. 55

I

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 

(FLYi, Inc.)

Customer Support

45200 Business Ct.

Dulles, VA 20166

1-800-359-3594

www.flyi.com

Intel

Consumer Relations

1900 Prairie City Rd.

Folsom, CA 95630

916-377-7000 (Customer 

Sservice)

916-356-8080 (Headquarters)

support.intel.com

Iomega

1821 West Iomega Way

Roy, UT 84067

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 Pl.

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

Toll free: 1-800-4-HUMANA

www.humana.com

Hyatt Hotels & Resorts 

200 West Madison St.

30th Floor

Chicago, IL 60606

312-750-1234

Toll free: 1-800-228-3336

Fax: 402-593-5151

www.hyatt.com

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

Home Depot, Inc.

2455 Paces Ferry Rd., NW

Atlanta, GA 30339

770-433-8211

Toll free: 1-800-553-3199

Fax: 770-384-2356

www.homedepot.com

Home Shopping 

Network (HSN)

Customer Service

One 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

CORPORATE
56 Member of SOCAP International, see page 41.

CORPORATE CONSUMER CONTACTS

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

Support)

e-mail: customersupport_

 super@cs.iomega.com

www.iomega.com

J

J. Baker, Inc.

555 Turnpike St.

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 Center 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

JCPenney Co., Inc.

See: 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

Jenny Craig 

International

Customer Care

5770 Fleet St.

Carlsbad, CA 92008

Toll free: 1-800-JENNYCARE

e-mail: jennycraig@tpli.com

www.jennycraig.com

JetBlue Airways 

Corporation

Customer Relations

PO Box 17435

Salt Lake City, UT 84117-7435

Toll free: 1-800-538-2583

TTY/TDD toll free: 1-800-336-

5530

Fax: 801-944-4840

www.jetblue.com

Jiffy Lube International, 

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

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 

Corporation 

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

Just Born, Inc 

Customer Relations

1300 Stefko Blvd.

Bethlehem, PA 18017

610-867-7568

Toll free: 1-800-645-3453

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

www.justborn.com

Just My Size Clothing 

Co.

See: Sara Lee Corporation

Consumer Relations

PO Box 1938

401 Hanes Mill Rd.
CORPORATE CONSUMER CONTACTS

57 Member of SOCAP International, 

see page 41.

Provided financial support for the publication 

of the Consumer Action Handbook.

The Kirby Company 

Customerr 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

KitchenAid

Customer Satisfaction Center

PO Box 218

701 Main St.

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

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

Kemper Insurance 

Companies

Customer Relations

1 Kemper Dr. 11-SE

Long Grove, IL 60049

847-320-3237

Toll free: 1-800-833-0355

www.kemperinsurance.com

Key Tronic Corporation

4424 North Sullivan Rd.

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 

Corporation 

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: Federal Express

Customer Relations

PO Box 1935

Provo, UT 84603-9926

Toll-free: 1-800-254-6567

e-mail: customerrelations@

 fedexkinkos.com

Winston Salem, NC 27105

Toll free: 1-800-261-6098

Toll free: 1-800-816-4833

www.justmysize.com

Just My Size Panties

See: Sara Lee Corporation

Consumer Services

PO Box 3013 (Zip 27102)

475 Corporate Square Dr.

Winston-Salem, NC 27105

Toll free: 1-888-567-3487

Toll free: 1-800-994-4348

Fax: 336-519-4226

JVC Company of 

America 

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

K

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 St.

Pittsfield, MA 01201

413-496-3000 (Stores)

303-228-9000 (Kbtoys.com)

Toll free: 1-877-452-5437 

(KBtoys.com)

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

CORPORATE
58 Member of SOCAP International, see page 41.

Konica Minolta 

Business Solutions 

U.S.A., Inc.

Consumer Products Group

101 Williams Dr.

Ramsey, NJ 07446

201-825-4000 (Equipment)

www.minoltausa.com

Kraft Foods, Inc. 

One 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

L.G. Electronics Inc 

PO Box 240007

Huntsville, AL 35824

256-772-8860

Toll free: 1-800-243-0000

Fax: 800-448-4026 (Toll free)

lgservice.com

LA Gear

844 Moraga Drive

Los Angeles, CA 90049

310-889-3499

Toll free: 1-800-252-4327

Fax: 310-889-3500

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 Land’s End Ln.

Dodgeville, WI 53595

608-935-9341

Toll free: 1-800-332-4700

TTY: 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 

International

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

See: Sara Lee Corporation

Consumer Relations

PO Box 450

401 Hanes Mill Rd.

Winston-Salem, NC 27105

Toll free: 1-800-925-3447

Fax: 336-519-2154

www.leggs.com

LEGO Systems Inc

Consumer Affairs

555 Taylor Rd.

PO Box 1600

Enfield, CT 06083-1600

Toll free: 1-800-422-5346

Fax: 860-763-7754

www.lego.com

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@levolo r.com

www.levolor.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 Inforamtion)

www.lexmark.com

CORPORATE CONSUMER CONTACTS
Member of SOCAP International, see page 41. 59

CORPORATE CONSUMER CONTACTS

59

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 Dr.

Virginia Beach, VA 23479-0002

757-430-1500

Toll free: 1-800-901-9291

TDD toll free: 1-800-285-5536

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

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: 1-800-322-2036 

(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

M

MAACO Enterprises, 

Inc.

381 Brooks Rd.

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: 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: Federated Department 

Stores, Inc.

50 O’Farrell St.

San Francisco, CA 94102

Toll free: 1-800-877-2655

www.macys.com

Mannington Mills, Inc. 

Consumer Affairs Department

PO Box 30

Salem, NJ 08079

856-935-3000 ext. 5864

Toll free: 1-800-356-6787

Fax: 856-339-6099

www.mannington.com

Marriott Corporation

Guest Relations

1818 N 90th St.

Omaha, NE 68114

Toll free: 1-800-535-4028

e-mail: marriottguestrelations

 @marriott.com

www.marriott.com

Marshall Field’s 

Guest Relations

700 on the Mall

Minneapolis, MN 55402-2065

612-375-3382

www.marshallfields.com

Massachusetts Mutual 

Insurance Co. (Mass 

Mutual) 

Director of Customer 

Relations

1295 State St.

Springfield, MA 01111-0001

413-788-8411

Toll free: 1-800-487-7844

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

www.massmutual.com

MasterCard 

International

(Contact your issuing bank 

first)

PO Box 28468-0968

St. Louis, MO 63146-0968

CORPORATE
60 Member of SOCAP International, see page 41.

Toll free: 1-800-622-7747

TDD/TTY 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 

(8697)

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 Department 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 

Companies, 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 

Department

PO Box 32401

Charlotte, NC 28232-2401

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: Brunswick Corporation

W6250 Pioneer Rd.

PO Box 1939

Fond Du Lac, WI 54936-1939

920-929-5000

Fax: 920-929-5060

www.mercurymarine.com

CORPORATE CONSUMER CONTACTS
61 Member of SOCAP International, 

see page 41.

Provided financial support for the publication 

of the Consumer Action Handbook.

Minwax

See: 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

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 International

Consumer Affairs

123 N. Wacker Dr.

Chicago, IL 60606

312-807-2693

Fax: 312-807-2769

www.mortonsalt.com

Motorola, Inc.

1303 East Algonquin Rd.

Schaumburg, IL 60196

Toll free: 1-800-331-6456

TDD: 847-538-7116

www.motorola.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 

One 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 (a 

subsidiary of Winmill & 

Co. Inc)

PO Box 6110

Indianapolis, IN 46209-6110

212-363-1100

Toll free: 1-800-400-6432

Fax: 212-363-1101

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

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 manager 

first)

PO Box 1520

Tennington, NJ 08534-1520

Toll free: 1-800 MERRILL

TDD/TTY 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.

Corporate 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 North America, 

Inc. 

Consumer Relations 

Department

PO Box 19001

Greenville, SC 29602-9001

Toll free: 1-800-847-3435

www.michelin-us.com

CORPORATE

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

Motts, Inc.

900 King St.

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/

N

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.national-amusements.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 

Company 

Quality Assurance Dept.

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

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 St.

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

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

Nestlé 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

Nestle USA 

Consumer Services Center

800 North Brand Blvd.

Glendale, CA 91203

Toll free: 1-800-225-2270

www.nestle.com

Nestlé Waters North 

America Inc. 

777 West Putnam Ave.

Greenwich, CT 06830-5091

203-531-4100

www.nestle-watersna.com

New York Life Insurance 

Company

Corporate Compliance Dept.

One Rockwood Rd.

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 Dr.

Hampton, VA 23630-1291

Toll free: 1-800-828-2672

www.newport-news.com

CORPORATE CONSUMER CONTACTS
63 Member of SOCAP International, 

see page 41.

Provided financial support for the publication 

of the Consumer Action Handbook.

Newsweek, Inc.

PO Box 5571

Harlan, IA 51593

Toll free: 1-800-631-1040

Fax: 888-385-1428

www.newsweek.com

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 (A 

National Grid Company) 

Administration and Consumer 

Advocacy

535 Washingon St., 5th Fl.

Buffalo, NY 14203

716-857-4807

Toll free: 1-800-443-1832

www.nationalgrid.us.com/nia

garamohawk

Nike, Inc. 

Consumer Services

One Bowerman Drive

Beaverton, OR 97005-6453

503-671-6453

Toll free: 1-800-344-6453

www.nike.com

Nine West Group Inc.

Customer Relations

9 West Plaza

1129 Westchester Ave.

White Plains, NY 10604

914-640-6400

Toll free: 1-800-999-1877

www.ninewest.com

Novartis 

Pharmaceuticals 

Corporation 

One Health Plaza

East Hanover,, NJ 07936-1080

Toll free: 1-888-669-6682

www.pharma.us.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 (Nu 

Tone)

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 Rd.

Horsham, PA 10944

215-706-5300

Toll free: 1-800-861-0448

Fax: 215-706-5388

www.nutrisystem.com

O

Ocean Spray 

Cranberries Inc. 

Consumer Affairs Department

One Ocean Spray Dr.

Lakeville-Middleboro, MA 

02349

Toll free: 1-800-662-3263

Nokia USA

Customer Contact Center

7725 Woodland Center Blvd.

Ste. 150

Tampa, FL 33614

Toll free: 1-888-665-4228

e-mail: 

customercare@nokia.com

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_consumerservices

 @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 

Customer Relations

7665 Corporate Center Dr.

Miami, FL 33126

305-436-4000

Toll free: 1-800-327-7030

www.ncl.com

CORPORATE

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

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

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: 888-414-3371

e-mail: customerresolution@

 boiseoffice.com

www.officemax.com

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

Two 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 Dr., Ste. 1900

e-mail: paramount_cards@

 compuserve.com

www.paramountcards.com

Pathmark Stores, Inc.

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: Shell Oil Company

Pennzoil Pl.

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

Pepsi-Cola Co. 

One Pepsi Way

Somers, NY 10589-2201

Toll free: 1-800-433-2652

Fax: 914-767-6177

www.pepsico.com

Chicago, IL 60606

312-894-5000

Toll free: 1-888-656-4546

Fax: 312-894-5001

www.orbitz.com

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

Owens Corning 

One Owens Corning Pkwy.

Toledo, OH 43659-0001

419-248-8000

Toll free: 1-800-GET-PINK

www.owenscorning.com

P

PalmOne, Inc.

Customer Service

400 N. McCarthy Blvd.

Milpitas, CA 95054

408-878-9000

www.palmone.com

PalmSource, Inc.

1240 Crossman Ave.

Sunnyvale, CA 94089

408-400-3000

Toll free: 1-888-956-7256

www.palmsource.com

Panasonic Computer 

Solutions Company 

Consumer Affairs

Panazip 2F-3

One Panasonic Way

Secaucus, NJ 07094

201-348-7000

Toll free: 1-800-211-7262

www.panasonic.com

Paramount Cards, Inc 

Customer Service

400 Pine St.

Pawtucket, RI 02860

401-726-0800

Toll free: 1-800-343-2239

Fax: 401-726-0920

CORPORATE CONSUMER CONTACTS
65 Member of SOCAP International, 

see page 41.

Provided financial support for the publication 

of the Consumer Action Handbook.

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

Magic)

Toll free: 1-899-723-3786 

(Banana Boat Sun Care)

Toll free: 1-888-724-7500 

(Ogilvie Hair Care)

Toll free: 1-800-843-6430 (Diaper 

Genie)

Fax: 201-785-8202

www.playtexproductsinc.com

Plextor America

48383 Fremont Blvd., Ste. 120

Santa Clara, CA 94538

510-440-2000

Toll free: 1-866-856-0357 (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 (The 

Golub Corporation)

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

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 

Corporation

Customer Services

1001 Frontier Rd., Ste. 100

Bridgewater, NJ 08807

908-685-0050

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 Dr.

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 Pkwy.

Dallas, TX 75254

Toll free: 1-800-948-8488

www.pizzahut.com

Playtex Products Inc. 

Consumer Affairs

75 Commerce Dr.

Allendale, NJ 07401

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

Cleaners - Woolite)

Toll free: 1-888-GLOVES1 

(Playtex Gloves)

Perdue Farms 

Incorporated 

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-ricard.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)

www.pfizer.com

www.prodhelp.com

Pharmavite Corporation 

Consumer Affairs

PO Box 9606

Mission Hills, CA 91346

Toll free: 1-800-276-2878 

(Nature

Toll free: 1-800-314-HERB 

(Nature’s Resource)

www.vitamin.com

Philip Morris USA 

Consumer Response Center

PO Box 26603

Richmond, VA 23261

Toll free: 1-800-343-0975

www.philipmorris.com

Philips Consumer 

Electronics North 

America 

Customer Service

64 Perimeter Center East

PO Box 467300

Atlanta, GA 31146-7300

212-536-0500

CORPORATE

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

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 nos. 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

TTY 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

Q

The Quaker Oats Co. 

PO Box 049003

Chicago, IL 60604-9003

(312) 821-1000

www.quakeroats.com

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)

(commercial repair)

Toll free: 1-800-255-6920 (executive offices)

TDD toll free: 1-800-955-5833

Fax: 303-992-1724

www.qwest.com

R

Radio Shack 

Corporation

Customer Care

200 Taylor St., Ste. 600

Fort Worth, TX 76102

817-415-3200

Toll free: 1-800-843-7422

Fax: 817-415-3240

www.radioshack.com

Rayovac Corporation 

PO Box 44960

Madison, WI 53744

Toll free: 1-800-237-7000

e-mail: 

consumers@rayovac.com

www.rayovac.com

Readers Digest 

Association, 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 Pkwy.,

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.regalware.com

Reliance Standard Life 

Insurance Company

Customer Service

2001 Market St., 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

CORPORATE CONSUMER CONTACTS
Member of SOCAP International, see page 41. 67

Toll free: 1-800-726-7864

Fax: 973-691-6201

www.sosimple.com

Sanofi-Aventis

300 Somerset Corporate Blvd.

Bridgewater, NJ 08807-2854

Toll free: 1-800-981-2491

www.sanofi-aventis.us

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 Pl.

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 

(Customer Service)

www.scansoft.com

Royal Caribbean 

Cruises Ltd.

Customer Support

1050 Caribbean Way

Miami, FL 33132

Toll free: 1-800-256-6649

www.rccl.com

Royal Silk

6117 Harrison Pl.

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

S

Safeway, Inc.

8060 S. Kyrene Rd.

Tempe, CA 85284

925-467-3000

Toll free: 1-877-SAFEWAY

www.safeway.com

Saks Fifth Ave.

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

One Samsung Pl.

Ledgewood, NJ 07852

973-691-6200

Toll free: 1-800-SAMSUNG

Remington Arms 

Company, Inc.

870 Remington Drive

PO Box 700

Madison, NC 27025-0700

Toll free: 1-800-243-9700

Fax: 336-548-7801

www.remington.com

Rich-Seapak 

Corporation 

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 Pl.

West Caldwell, NJ 07006

973-882-2000

Toll free: 1-800-327-8349 

(tech support)

e-mail: tech@ricohdms.com

www.ricoh-usa.com

Rodale, Inc.

Customer Satisfaction Call 

Center

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.

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

CORPORATE

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

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

One Office Pkwy.

Trinity, NC 27370

336-861-3500

Toll-free: 1-800-MY-SEALY

www.sealy.com

Sears Brands Inc.

National Customer Relations

3333 Beverly Rd.

Hoffman Estates, IL 60179

847-286-2500

Toll free: 1-800-549-4505

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

512-349-3800

Toll free: 1-800-443-3617

Fax: 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 

Corporation

3736 South Main St.

Marian, NY 14505

315-926-8100

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 Relations

PO Box 711

Dallas, TX 75221

Toll free: 1-800-255-0711

www.7-Eleven.com

Sharp Electronics Corp. 

1300 Naperville Dr.

Romeoville, IL 60446

Toll free: 1-800-237-4277

www.sharpusa.com

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 

Company

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

CORPORATE CONSUMER CONTACTS
69 Member of SOCAP International, 

see page 41.

Provided financial support for the publication 

of the Consumer Action Handbook.

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

Stanley Hardware 

(Division of the 

Stanley Works)

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 Farm Mutual 

Automobile Insurance 

Co. 

Executive Customer Service

One State Farm Plaza

Bloomington, IL 61710

309-766-6393

www.statefarm.com

Toll free: 1-888-477-8650

Fax: 770-957-7981

www.snapper.com

Snapple Beverage 

Corporation

709 Westchester Ave.

White Plains, NY 10604

Toll free: 1-800-SNAPPLE

www.snapple.com

Sonesta International 

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 Center

12451 Gateway Blvd.

Fort Myers, FL 33913

941-768-7600

Toll free: 1-800-222-7669

Fax: 941-768-7790

www.sel.sony.com

Southwest Airlines

Constomer Relations Dept.

Love Field

PO Box 36647

Dallas, TX 75235-1647

214-792-4223

TDD toll free: 1-800-435-9792 

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

Siemens 

Communications

900 Broken Sound Pkwy.

Boca Raton, FL 33487

561-923-5000

www.siemens.com

The Simmons 

Companies

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 Ave. of the Americas

New York, NY 10020

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 

Company

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

CORPORATE

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

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

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

Taco Bell

See: YUM! Brands, Inc.

Customer Relations

17901 Von Karman

Irvine, CA 92614

Toll free: 1-800-TACO-BELL

www.tacobell.com

Talbots

Public Relations Depatment

One 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

Target Stores 

PO Box 9350

Minneapolis, MN 55440-9350

612-307-9800

TDD/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 Department

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 Dr.

Marlborough, MA 01752-3064

508-323-5000

Toll free: 1-800-876-3266

Fax: 508-323-1111

support.3com.com/index.htm

3M 

Customer Relations

3M Center

St. Paul, MN 55144-1000

651-737-6501

Toll free: 1-800-364-3577 

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

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

CORPORATE CONSUMER CONTACTS
Member of SOCAP International, see page 41. 71

Trans Union, LLC

PO 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

Tupperware Corporation

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

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 x4001

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

Consumer Affairs

9655 International Blvd.

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

One Geoffrey Way

Wayne, NJ 07470-2030

Toll free: 1-800-869-7787

www7.toysrus.com

Trane

Residential Customer 

Relations

PO Box 9010

Tyler, TX 75707

903-581-3200 (Residential)

608-787-2000 (Commercial)

www.trane.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

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

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

CORPORATE

CORPORATE CONSUMER CONTACTS
72 Member of SOCAP International, 

see page 41.

Provided financial support for the publication 

of the Consumer Action Handbook. 72

TXU 

TXU Electric and Gas 

Company

1601 Bryan St.

Dallas, TX 75201-3401

972-791-2888

Toll free: 1-800-242-9113

Toll free: 1-800-460-3030

Toll free: 1-800-468-3388

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

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

www.tyson.com

U

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-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 

Corporation

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

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

www.ual.com

United Online Inc.

2301 Burbank Blvd.

Woodland Hills, CA 91367

www.unitedonline.com

United Parcel Service 

of America, Inc.

Customer Service

55 Glenlake Pkwy., NE

Atlanta, GA 30328

770-828-4300

Toll free: 1-800-742-5877

TTY 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

V

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

Viacom, Inc.

Coporate Relations

1515 Broadway, 51stFloor

212-258-6000

www.viacom.com

Victoria’s Secret Stores

Customer Service

Four Limited Pkwy. East

Reynoldsburg, OH 43068

Toll free: 1-800-888-1500

TDD toll free: 1-800-666-0268

www2.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

CORPORATE CONSUMER CONTACTS
Member of SOCAP International, see page 41. 73

Western Digital

20511 Lake Forest Dr.

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 

Corporation

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

Whirlpool Corporation 

553 Benson Rd.

Benton Harbor, MI 49022

616-923-7700

Toll free: 1-800-253-1301

Fax: 616-923-7829

www.whirlpool.com

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 St., 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 Company 

PO Box 10

Boise, ID 83707

Toll free: 1-800-762-0228 

(Weight Watchers frozen 

entrees and frozen 

desserts)

www.weightwatchers.com

Wendy’s International, 

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

Vivendi Universal 

Games

Comments

6060 Center Dr., 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

W

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 Dr.

Glen Allen, VA 23060

www.wachoviasec.com

Wagner Spray Tech 

Corp.

Customer Service

1770 Fernbrook Lane

Plymouth, MN 55447

763-553-7000

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

CORPORATE

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

The White Rain 

Company

Consumer Affairs Dept.

3120 Williams Rd.

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 Pl. 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

Woodworker’s Supply, 

Inc. (dba Leichtung 

Workshops)

Customer Service

1108 N. Glen Rd.

Casper, WY 82601

505-821-0574 ext 3001

Toll free: 1-800-231-2748, ext. 3001

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

Y

Yahoo! Online

Customer Service

701 First Ave.

Sunnydale, CA 94089

408-349-3300

Fax: 408-349-3301

e-mail: experience@

 yahoo-inc.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

YUM! Brands, Inc.

1441 Gardiner Ln.

Louisville, KY 40213

Toll free: 1-800-544-5774

www.yum.com

Z

Zale Corporation

Customer Service

901 W. Walnut Hill Ln.

Irving, TX 75038-1003

Toll-free: 1-800-311-5393

e-mail: CustomerService@

 zales.com

www.zalecorp.com

Zenith Electronics Corp.

See: L.G. Electronics Inc

Customer Service

2000 Millbrook Drive

Lincolnshire, IL 60069

Toll free: 1-800-243-0000

www.zenith.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. 

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

X

Xerox Corporation

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)

Toll free: 1-800-821-2797 

(customer relations)

www.xerox.com

CORPORATE CONSUMER 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

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 

Company, 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. 

Customer Assistance Center

PO Box 33136

Detroit, MI 48232-5136

313-556-5000

Toll free: 1-800-521-7300

Toll free: 1-800-252-1112 (roadside assistance)

TDD toll free: 1-800-832-8425

www.buick.com

Cadillac Motor Car 

Division 

Customer Assistance Center

PO Box 33169

Detroit, MI 48232-5169

Toll free: 1-800-458-8006

TDD toll free: 1-800-833-2622

www.cadillac.com

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

Customer Relations 

Department

U.S. National Headquarters

One Premier Pl.

Irvine, CA 92618

949-341-5800

Toll free: 1-877-484-3724

www.astonmartin.com

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
76 Member of SOCAP International, see page 41.

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 

Information)

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 Motor Company

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

Kia Motors America, 

Inc. 

Consumer Assistance Center

PO Box 52410

Irvine, CA 92619-2410

Toll free: 1-800-333-4KIA

Fax: 949-470-2812

www.kia.com

Land Rover 

555 MacArthur Blvd.

Mahwah, NJ 07430

Toll free: 1-800-637-6837

Fax: 201-760-8514

www.landrover.com

Lexus 

A Division of Toyota Motor 

Sales, U.S.A., Inc.

Customer Satisfaction 

Department

Mail Drop L203, 

19001 South Western Ave.

Torrance, CA 90509-2732

Toll free: 1-800-25 LEXUS

Fax: 310-468-2992

www.lexus.com

Mazda North American 

Operations

Customer Assistance Center

PO Box 19734

Irvine, CA 926239734

Toll free: 1-800-222-5500

Fax: 949-727-6703

www.mazdausa.com

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

Ford Dispute 

Settlement Board

Ford Motor Company

PO Box 5120

Southfield, MI 48086-5120

Toll free: 1-800-428-3718

General Motors 

Corporation 

Corporate Affairs/Community 

Relations

100 Renaissance Center

Detroit, MI 48265

313-667-3800

313-556-5000

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 

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

Jaquar Cars 

555 MacArthur Blvd.

Mahwah, NJ 07430

Toll free: 1-800-452-4827

Fax: 201-818-9781

e-mail: www.ask@jaquar.com

CAR MANUFACTURERS
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. 

Customer Assistance Network

PO Box 33171

Detroit, MI 48232-5171

Toll free: 1-800-442-6537

Toll free: 1-800-535-6537 (roadside assistance)

TDD toll free: 1-800-833-6537

www.oldsmobile.com

Peugeot Motors of 

America, Inc.

Consumer Relations

Overlook at Great Notch

150 Clove 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. 

Customer Assistance Center

PO Box 33172

Detroit, MI 48232-5172

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

PM-CARES)

Toll free: 1-800-762-3743 (1-800-

ROADSIDE)

TDDtoll free: 1-800-833-7668

www.gm.com

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. 

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 

Div. 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

Hawaii

1234 South Beretania St.

PO Box 2420

Honolulu, HI 96804

808-592-4464

Fax: 808-592-4494

Subaru of America, Inc. 

National Customer Service 

Center

Subaru Plaza, PO Box 6000

Cherry Hill, NJ 08034

Toll free: 1-800-782-2783

www.subaru.com

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

CAR MANUFACTURERS
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 Co. Attorney’s Office

PO Box 1717

Clifton, AZ 85533

928-865-4108

Fax: 928-865-4665

Coconino Co. Attorney’s Office

110 East Cherry Ave.

Flagstaff, AZ 86001

928-779-6518

Fax: 928-779-5618

co.coconino.az.us/countyattor

ney

Pinal Co. 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 Co. 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 N. 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. 

STATE & 

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 Division

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) 

501-682-1334 (Local Do Not Call)

TDD: 501-682-6073

Fax: 501-682-8118

e-mail: 

consumer@ag.state.ar.us

www.ag.state.ar.us

California

State Offices

California Department of 

Consumer Affairs

400 R St., Ste. 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

California Department of 

Consumer Affairs

10240 Systems Pkwy.

Sacramento, CA 95827

916-255-4300

Toll free in CA: 1-800-952-5210

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 Division

Fresno County District 

Attorney’s Office

1250 Van Ness Ave., 2nd Fl.

Fresno, CA 93721

559-488-3836

559-488-3156

Fax: 559-495-1315

Los Angeles County 

Department 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

TDD/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

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 Division

Napa County District Attorney’s 

Office

931 Pkwy. 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 Fl.

Redwood City, CA 94063

650-363-4651

Consumer Protection Division

Monterey County District 

Attorney’s Office

PO Box 1131

Salinas, CA 93902

831-755-5070

Fax: 831-755-5068

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/

templates/attorney/index.jsp

Consumer and Environmental 

Unit

San Francisco County District 

Attorney’s Office

732 Brannan St.

San Francisco, CA 94103

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES
81

415-551-9595

Fax: 415-551-9504

www.sfgov.org/da

Consumer Protection Unit

Santa Clara County District 

Attorney’s Office

70 West Hedding St.

West Wing, 4th Fl.

San Jose, CA 95110

408-792-2880

Fax: 408-279-8742

www.santaclara-da.org

Economic Crime Division

Consumer Fraud Department

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.

Santa Barbara, CA 93101

805-568-2300

Fax: 805-568-2398

Division 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

Colorado

State Offices

Consumer Protection Division

Colorado Attorney General’s 

Office

1525 Sherman St., 5th Fl.

Denver, CO 80203-1760

303-866-5079

Toll free: 1-800-222-4444

Fax: 303-866-5443

ElderWatch

A program with the Colorado 

Attorney General and the 

AARP Foundation fighting 

elder financial abuse and fraud 

through information, referrals 

and consumer advocacy.

1301 Pennsylvania #280

Denver, CO 80203

1-800-222-4444 option 2

County Offices

Economic Crime Division

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

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

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

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 

Protection 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 Division

Kern County District Attorney’s 

Office

1215 Truxtun Ave., 3rd Fl.

Bakersfield, CA 93301

661-868-2340

Fax: 661-868-2700

e-mail: 

dacriminal@co.kern.ca.us

www.co.kern.ca.us/da/criminal.

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

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/

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

STATE & 

LOCAL
82

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

Connecticut

State Offices

Department of Consumer 

Protection

165 Capitol Ave.

Hartford, CT 06106

860-713-6050

Fax: 860-713-7243

www.ct.gov/dcp

City Offices

Director of Consumer 

Protection

City of Middletown

245 DeKoven Dr.

PO Box 1300

Middletown, CT 06457-1300

860-344-3491

TDD: 860-344-3521

Fax: 860-344-3561

e-mail: phil.cacciola@

 cityofmiddleton.com

Delaware

State Offices

Fraud and Consumer Protection 

Division

Office of the Attorney General

Carvel State Office Building

820 North French St., 5th Fl.

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

Florida Dept. of Agriculture and 

Consumer Service

2005 Apalachee Pkwy.

Tallahassee, FL 32399-6500

850-922-2966

Toll free in FL only: 1-800-435-

7352

Fax: 850-410-3839

www.800helpfla.com

Economic Crimes Division

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

Regional Offices

Economic Crimes Division

Office of the Attorney General

110 SE 6th St.

Fort Lauderdale, FL 33301-5000

954-712-4600

Fax: 954-712-4658

Economic Crimes Division

Office of the Attorney General

135 West Central Blvd., 

Ste. 1000

Orlando, FL 32801

407-999-5588

Fax: 407-245-0365

myfloridalegal.com

Economic Crimes Division

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 Division

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 Division

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

Dade County Economic Crime 

Unit

1350 NW 12th Ave.

Miami, FL 33136-2111

305-547-0671

Fax: 305-547-0717

www.miamisao.com

Miami-Dade County Consumer 

Services Department

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

Pasco County Consumer 

Affairs Division

7530 Little Rd., Ste. 140

New Port Richey, FL 34654

727-847-8106

Fax: 727-847-8191

e-mail: drjones@

 pascocountyfl.net
STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

83

County Offices

Consumer Fraud Division

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 Department 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/

ConsumerServices

City of Des Plaines Consumer 

Protection Office

1420 Miner St.

Des Plaines, IL 60016

847-391-5006

Fax: 847-391-5378

e-mail: consumerprotection@

desplaines.org

Indiana

State Offices

Consumer Protection Division

Office of the Attorney General

Indiana Government Center 

South

402 West 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

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: 1-877-675-9339

Fax: 618-529-6416

e-mail: 

ag_consumer@atg.state.il.us

www.illinoisattorneygeneral.gov

Consumer Fraud Bureau

100 West Randolph, 12th Fl.

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

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

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

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/

consumerprotection

Palm Beach County Division 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

Two 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

www2.state.ga.us/gaoca

Hawaii

State Offices

Office of Consumer Protection

Department of Commerce and 

Consumer Affairs

345 Kekuanaoa St., Rm. 12

Hilo, HI 96720

808-933-0910

Fax: 808-933-8845

Office of Consumer Protection

Department of Commerce and 

Consumer Affairs

235 South Beretania St., Rm. 801

Honolulu, HI 96813-2419

808-586-2636

Fax: 808-586-2640

STATE & 

LOCAL
84

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 Division

Office of the Attorney General

1305 East Walnut St., 2nd Fl.

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 Division

Office of the Attorney General

120 SW 10th, 2nd Fl.

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 Division

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 Division

Office of the District Attorney

535 North Main St., 1st Fl.

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

Consumer Protection Division

Office of the Attorney General

1024 Capital Center Dr.

Frankfort, KY 40601

502-696-5389

Toll free in KY: 1-888-432-9257

Fax: 502-573-8317

e-mail: consumerprotection@

 ag.ky.gov

ag.ky.gov

Consumer Protection Division

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

Office of Consumer Credit 

Regulation

35 State House Station

Augusta, ME 04333-0035

207-624-8527

Toll free in ME: 1-800-332-8529

TDD/TTY: 207-624-8563

Fax: 207-582-7699

www.mainecreditreg.org

Consumer Protection Division

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

Maryland

State Offices

Consumer Protection Division

Office of the Attorney General

200 Saint Paul Pl., 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 (Maryland 

only)

Fax: 410-576-7040

e-mail: consumer@

 oag.state.md.us

www.oag.state.md.us/consumer

Regional Offices

Consumer Protection Division

Maryland Attorney Generals’ 

Office

138 East Antietam St., Ste. 210

Hagerstown, MD 21740-5684

301-791-4780

TDD/TTY: 410-576-6372

Fax: 301-791-7178

Consumer Protection Division

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

410-313-6420

Fax: 410-313-6453

e-mail: shannan@co.ho.md.us
STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

85

City Offices

City of Boston Consumer 

Affairs & Licensing

Boston City Hall, Rm. 817

Boston, MA 02201

617-635-3834

Fax: 617-635-4174

e-mail: carol.maynard@

ci.boston.ma.us

www.cityofboston.gov/consum

eraffairs

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/

~Consumer

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 Division

Office of the Attorney General

One Exchange Pl.

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 Division

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 Division

1515 Hancock St., 4th Fl..

Quincy, MA 02169

617-769-6118

Fax: 617-769-6101

Consumer Council of Worcester 

County

484 Main St., 2nd Fl.

Worcester, MA 01608-1690

508-754-1176 ext 130

Fax: 508-754-0203

e-mail: dreilly@wcac.net

Montgomery County Division 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

Consumer Protection and 

Antitrust Division

Office of the Attorney General

One Ashburton Pl.

Boston, MA 02108

617-727-8400 (Consumer 

Hotline)

Fax: 617-727-3265

www.mass.gov/ago

Executive Office of Consumer 

Affairs and Business 

Regulation

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

Southern Massachusetts 

Division

Office of the Attorney General

105 William St.

New Bedford, MA 02740

508-990-9700

Fax: 508-990-8686

Western Massachusetts 

Division

Office of the Attorney General

436 Dwight St.

Springfield, MA 01103

413-784-1240

Fax: 413-784-1244

www.ago.state.ma.us

STATE & 

LOCAL
86

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

Middlesex Community College 

Law Center

33 Kearney Square

Lowell, MA 01852-1987

978-656-3342

Fax: 978-441-1794

e-mail: 

dunnk@middlesex.mass.edu

www.geocities.com/mcclawcenter

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

Mass PIRG Consumer Action 

Center

182 Green St.

North Weymouth, MA 02191

781-335-0280

Fax: 781-340-3991

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

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/consum

eraffairs

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 Division

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 Department

Office of the Prosecuting 

Attorney

Macomb County Admin. 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 Division

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

Citizen Information Hotline

Hennepin County Attorney’s 

Office

C-2000 County Government 

Center

Minneapolis, MN 55487

612-348-4528

TDD/TTY: 612-348-6015

Fax: 612-348-9712

e-mail: citizeninfo@

 hennipin.mn.us

www.co.hennepin.mn.us/coatty/

hcatty.htm

City Offices

Division of Licenses & 

Consumer Services

Minneapolis Department 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

Consumer Protection Division

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

Bureau of Regulatory Services

Department 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
STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

87

County Offices

Atlantic County Division of 

Consumer Affairs

1333 Atlantic Ave., 8th Fl.

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

Cumberland County 

Department 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

Essex County Division of 

CommunityAction/Consumer 

Services

50 South Clinton St., Ste. 3201

East Orange, NJ 07018

973-395-8350

Fax: 973-395-8433

Consumer Affairs Division

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

Consumer Affairs Division

4600 Kietzke Lane, Building 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

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/

index.html

New Jersey

State Offices

Division of Consumer Affairs

Department of Law and Public 

Safety

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

Missouri

State Offices

Consumer Protection and Trade 

Offense Division

PO Box 899

1530 Rax Court

Jefferson City, MO 65102

573-751-6887

573-751-3321

Toll free in MO: 1-800-392-8222

TDD/TTY toll free in MO: 

1-800-729-8668

Fax: 573-751-7948

e-mail: attgenmail@moago.org

www.ago.state.mo.us

Montana

State Offices

Office of Consumer Protection 

Depart1ment of Justice

1219 8th Ave.

PO Box 200151

Helena, MT 59620-0151

406-444-4500

Fax: 406-444-9680

www.state.mt.us/doa/consumer

protection

Nebraska

State Offices

Office of the Attorney General

Department 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

Nevada

State Offices

Bureau of Consumer Protection

555 E. Washington Ave., Ste. 3900

Las Vegas, NV 89101

702-486-3420

STATE & 

LOCAL
88

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

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 Department 

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

One Bergen County Plaza, 3rd Fl.

Hackensack, NJ 07601-7000

201-336-6400

Fax: 201-336-6414

Hudson County Division 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

Middlesex County Consumer 

Affairs

Middlesex County Admin. Bldg.

JFK Square, 2nd Fl., Ste. 290

New Brunswick, NJ 08901

732-745-3875

Fax: 732-745-3815

www.co.midddlesex.nj.us

Somerset County Division 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

Ocean County Department of 

Consumer Affairs/Weights and 

Measures

1027 Hooper Ave.

PO Box 2191

Toms River, NJ 08754-2191

732-929-2105

Toll free in NJ: 1-800-722-0291 

ex. 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 Department 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

Union County Division 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 Department 

of Consumer Protection

Weights and Measures

115 Budd Blvd.

Woodbury, NJ 08096

856-384-6855

TDD: 856-848-6616

Fax: 856-384-6858

co.gloucester.nj.us/protection

City Offices

Middlesex Borough Consumer 

Affairs

1200 Mountain Ave.

Middlesex, NJ 08846

732-356-8090 ext. 250

Fax: 732-356-1249

Nutley Consumer Affairs

Public Affairs Building

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

Plainfield Action Services

City Hall Annex

510 Watchung Ave.

Plainfield, NJ 07060

908-753-3519

Fax: 908-753-3540

Secaucus Department of 

Consumer Affairs

Municipal Government Center

1203 Patterson Plank Rd.

Secaucus, NJ 07094

201-330-2008

Consumer Affairs Office

1976 Morris Ave.

Union, NJ 07083

908-851-5477

Fax: 908-851-4679

Woodbridge Township 

Consumer Affairs

Municipal Building

One Main St.

Woodbridge, NJ 07095

732-634-4500

Fax: 732-602-6016
STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

89

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 Building

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

Department of Consumer 

Affairs/Weights & Measures

112 State St., Rm. 1207

Albany, NY 12207

518-447-7581

Fax: 518-487-5048

www.albanycounty.com

Consumer Fraud Bureau

Erie County District Attorney’s 

Office

Statler Towers

107 Delaware Ave., 4th Fl.

Buffalo, NY 14202

716-853-8404

Toll free in NY: 1-800-771-7755

Fax: 716-853-8414

Putnam County Department of 

Consumer Affairs/Weights and 

Measures

110 Old Route 6 - Bldg 3

Carmel, NY 10512

845-225-2039

Fax: 845-225-3403

Orange County Department of 

Consumer Affairs and Weights 

and Measures

99 Main St.

Goshen, NY 10924

845-291-2400

Fax: 845-291-2385

Brooklyn Regional Office

Office of the Attorney General

55 Hanson Pl., 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

Minneola Regional Office

Office of the Attorney General

200 Old Country Rd.

New York, NY 11501

516-248-3302

Harlem Regional Office

Office of the Attorney General

163 West 125th St.

New York, NY 10027-8201

212-961-4475

Fax: 212-961-4003

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 Fl.

Rochester, NY 14614

585-546-7430

TDD: 585-327-3249

Fax: 585-546-7514

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

New Mexico

State Offices

Consumer Protection Division

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

TTY 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

Consumer Frauds and 

Protection Bureau

Office of the Attorney General

120 Broadway, 3rd Fl.

New York, NY 10271

212-416-8000

212-416-8345

Toll free: 1-800-771-7755

Fax: 212-416-6003

Regional Offices

Binghamton Regional Office

Office of the Attorney General

State Office Building, 17th Fl.

44 Hawley St.

Binghamton, NY 13901-4433

607-721-8771

STATE & 

LOCAL
90

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

Westchester County Dept. of 

Consumer Protection

112 East Post Rd., 4th Fl.

White Plains, NY 10601

914-995-2155

Fax: 914-995-3115

e-mail: epp4@

co.westchestergov.com

City Offices

Mt. Vernon Office of Consumer 

Protection/Bureau of Weights 

and Measures

One Roosevelt Square, Rm. 11

Mount Vernon, NY 10550

914-665-2433

New York City Department of 

Consumer Affairs

42 Broadway

New York, NY 10004

212-487-4444

TDD: 212-487-4465

www.ci.nyc.ny.us/html/dca/home

.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 Division

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 Division

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 Fl.

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

wwww.pickocc.org

Consumer Protection Section

Attorney General’s Office

30 East Broad St., 14th Fl.

Columbus, OH 43215-3428

614-466-8831

Toll free in OH: 1-800-282-0515

TDD: 614-466-1393

Fax: 614-728-7583

e-mail: 

consumer@ag.state.oh.us

www.ag.state.oh.us

County Offices

Summit County Office of 

Consumer Affairs

PO Box 22448

Akron, OH 44302-2448

330-643-2879

email: 

consumeraffairs@summitoh.net

www.co.summit.oh.us/cona

ffairs.htm

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

Sullivan County Department 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., Building P

Pomona, NY 10970

845-364-2681

Fax: 845-364-2694

Dutchess County Department 

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

Schenectady County Consumer 

Affairs

64 Kellar Ave.

Schenectady, NY 12307

518-356-6795

518-356-7473

Fax: 518-357-0319

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
STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

91

Scranton Regional Office - 

Bureau of Consumer Protection

Office of Attorney General

100 Samter Building

101 Penn Ave.

Scranton, PA 18503

570-963-4913

Fax: 570-963-3418

County Offices

Bucks County Consumer 

Protection, Weights and 

Measures

50 North Main St.

Doylestown, PA 18901

215-348-7442

Fax: 215-348-4570

Delaware County Consumer 

Affairs

Delaware County Courthouse

201 West Front St.

Media, PA 19063

610-891-4865

Fax: 610-566-3947

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

Chester County Consumer 

Affairs

601 Westtown Rd., Ste. 295

West Chester, PA 19382-4991

610-344-6150

dsf.chesco.org/health/consaf 

fairs

Puerto Rico

Puerto Rico Offices

Department of Justice

PO Box 902192

San Juan, PR 00902

787-721-2900

Fax: 787-725-2475

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 Fl.

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

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

Philadelphia Regional Office - 

Bureau of Consumer Protection

Office of Attorney General

21 South 12th St., 2nd Fl.

Philadelphia, PA 19107

215-560-2414

Fax: 215-560-2494

Pittsburgh Regional Office - 

Bureau of Consumer Protection

Office of Attorney General

Manor Building, 6th Fl.

564 Forbes Ave.

Pittsburgh, PA 15219

412-565-5135

Fax: 412-880-0196

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

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

Financial Fraud/Consumer 

Protection Section

Department 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 Fl., 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

Office of the Consumer 

Advocate

Office of the Attorney General

Forum Pl., 5th Fl.

Harrisburg, PA 17101-1921

717-783-5048 (Utilities only)

STATE & 

LOCAL
92

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

Rhode Island

State Offices

Consumer Protection Unit

Dept. of Attorney Gen.

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

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 Carolina Department of 

Consumer Affairs

3600 Forest Dr., 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.scconsumer.gov

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

South Dakota

State Offices

Consumer Affairs

Office of the Attorney General

State Capitol Building

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

Division of Consumer Affairs

500 James Robertson Pkwy. 

5th Fl.

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 Division

Office of the Attorney General

PO Box 20207

Nashville, TN 37202-02071

615-741-1671

Fax: 615-532-2910

attorneygeneral.state.tn.us/

cpro/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

e-mail: cac@oag.state.tx.us

www.oag.state.tx.us

Dallas Regional Office

Office of the Attorney General

1600 Pacific Ave., Ste. 1700

Dallas, TX 75201-3513

214-969-5310

Fax: 214-969-7615

e-mail: cac@oag.state.tx.us

www.oag.state.tx.us

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: cac@oag.state.tx.us

www.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

e-mail: cac@oag.state.tx.us

www.oag.state.tx.us

Lubbock Regional Office

Office of the Attorney General

916 Main St., Ste. 806

Lubbock, TX 79401-3410

806-747-5238

Fax: 806-747-6307

e-mail: cac@oag.state.tx.us

www.oag.state.tx.us

McAllen Regional Office

Office of the Attorney General

3201 North McColl Rd., Ste. B

McAllen, TX 78501-1685

956-682-4547

Fax: 956-682-1957

e-mail: cac@oag.state.tx.us

www.oag.state.tx.us

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

e-mail: cac@oag.state.tx.us

www.oag.state.tx.us

County Offices

Harris County Consumer Fraud 

Division

District Attorney’s Office

1201 Franklin, Ste. 600

Houston, TX 77002-1923

713-755-5836

Fax: 713-755-5262

City Offices

Department of Environmental 

and Health Services

City Hall - Rm. 7A-North

1500 Marilla

Dallas, TX 75201

214-670-5711

Fax: 214-670-3863

e-mail: kbradford@ci.dallas.

tx.us
STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

93

City Offices

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 Division

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/

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

Toll free in WA: 1-800-551-4636

Fax: 360-738-6190

Kennewick Consumer Resource 

Center (Southeast Washington)

Office of the Attorney General

500 N. Morain St., Ste. 1250

Kennewick, WA 99336-2607

509-734-7140

Toll free in WA: 1-800-551-4636

Fax: 509-734-7475

www.atg.wa.gov

State Offices

Department of Licensing and 

Consumer Affairs

Property and Procurement Bldg.

No. 1 Sub Base, Rm. 205

St. Thomas, VI 00802

340-774-3130

Fax: 340-776-0675

www.dlca.gov.vi

Virginia

State Offices

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

Office of Consumer Affairs

Department 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

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 Department of 

Cable Communications and 

Consumer Protection

12000 Government Center 

Pkwy., Ste. 433

Fairfax, VA 22035

703-222-8435 (Complaints)

703-324-8484 (Consumer 

Services)

Fax: 703-322-9542

Utah

State Offices

Division of Consumer 

Protection

Department of Commerce

160 East 300 South

Box 146704

Salt Lake City, UT 84114-6704

801-530-6601

Fax: 801-530-6001

e-mail: 

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 Division

Agency of Agriculture

116 State St.

Montpelier, VT 05620-2901

802-828-2436

Fax: 802-828-5983

Virgin Islands

Virgin Islands Offices

Department of Licensing and 

Consumer Affairs

Golden Rock Shopping Center

Christiansted

St. Croix, VI 00820

340-773-2226

Fax: 340-778-8250

wwww.dlca.gov.vi

STATE & 

LOCAL
94

STATE, COUNTY AND CITY CONSUMER PROTECTION OFFICES

West Virginia

State Offices

Consumer Protection Division

Office of the Attorney General

812 Quarrier St., 6th Fl.

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

Department 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 North 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 

Department

717 Wisconsin Ave.

Racine, WI 53403

262-636-3126

Fax: 262-637-5279

Wyoming

State Offices

Consumer Protection Unit

Office of the Attorney General

123 State Capitol Building

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

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

Fax: 206-464-6451

Spokane Consumer Resource 

Center (Northeast Washington)

Office of the Attorney General

1116 West Riverside Ave.

Spokane, WA 99201-1194

509-456-3123

Toll free in WA: 1-800-551-4636

Fax: 509-458-3548

Tacoma Consumer Resource 

Center (Pierce, Mason, Grays 

Harbor and Kitsap Counties)

Consumer Protection Division

Office of the Attorney General

PO Box 2317

Tacoma, WA 98401

253-593-2904

Toll free in WA: 1-800-551-4636

Fax: 253-593-2449

e-mail: cynthial@atg.wa.gov

www.wa.gov/ago

Vancouver Consumer Resource 

Center (Southwest Washington)

Office of the Attorney General

1220 Main St., Ste. 549

Vancouver, WA 98660-2964

360-759-2150

Toll free in WA: 1-800-551-4636

Fax: 360-759-2159

www.atg.wa.gov/consumer
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

Division of Banking and 

Securities, Dept. of Commerce

Community aand 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

State Banking Department

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 Department

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

State Department of Financial 

Institutions

111 Pine St., Ste. 1100

District of Columbia

Department of Insurance, 

Securities and Banking

1400 L St., NW

Washington, DC 20005

202-727-1563

Fax: 202-727-1290

www.dbfi.dc.gov

Florida

Department 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

Department of Banking and 

Finance

2990 Brandywine Rd., Ste. 200

Atlanta, GA 30341-5565

770-986-1653

Toll free in GA: (888) 986-1633

Fax: 770-986-1654

www.gadbf.org

Hawaii

Financial Institutions

Department 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

San Francisco, CA 94111

415-263-8555

Toll free in CA: 1-800-622-0620 

(Call with consumer complaints against CA statelicensed banks; the “800” 

number reaches the Consumer 

Services Office, located in 

Sacramento, CA.)

Fax: 415-989-5310

e-mail: consumer@dfi.ca.gov

www.dfi.ca.gov

Colorado

Division of Banking

Department 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

Connecticut Department of 

Banking

260 Constitution Plaza

Hartford, CT 06103

860-240-8200

Toll free in CT: 1-800-831-7225

Fax: 860-240-8178

www.state.ct.us/dob

Delaware

Office of the State Bank 

Commissioner

555 East 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

STATE BANKING AUTHORITIES
96

Michigan

Office of Financial and 

Insurance Services

611 W. Ottawa St., 3rd Fl.

PO Box 30220

Lansing, MI 489330220

517-373-3460

Toll free: 1-877-999-6442

Fax: 517-335-4978

www.michigan.gov/ofis

Minnesota

Financial Examinations 

Division

Department of Commerce

85 Seventh Pl. 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

Department 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

Department 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

Division 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

Kentucky

Department of Financial 

Institutions

Department of Financial 

Institutions

1025 Capitol Center Dr. 

Ste. 200

Frankfort, KY 40601

502-573-3390

Toll free: 1-800-223-2579

Fax: 502-573-8787

www.dfi.state.ky.us

Louisiana

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

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

Division of Banks

One South Station

Boston, MA 02110

617-956-1500

Toll free in MA: 1-800-495-2265

TDD: 617-956-1577

Fax: 617-956-1597

www.mass.gov/dob

Idaho

Department 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

Illinois

Division of Banks and Real 

Estate

310 South 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

Department of Financial 

Institutions

30 S. Meridian St., 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

Division 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

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

STATE BANKING AUTHORITIES
97

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

Department of Banking

333 Market St., 16th Fl.

Harrisburg, PA 17101-2290

717-787-6991

Toll free in PA: 1-800-PABANKS

TDD toll free: 1-800-679-5070

Fax: 717-787-8773

www.banking.state.pa.us

Puerto Rico

Department of Financial 

Institutions

Fernandez Juncos Station

PO Box 11855

San Juan, PR 009103855

787-723-3131

Fax: 787-723-4042

www.cif.gov.pr

Rhode Island

Division of Banking

Department 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

www.dbr.state.ri.us

South Carolina

State Board of Financial 

Institutions

1015 Sumter St., Room 309

Columbia, SC 29201

803-734-2001

Fax: 803-734-2013

212-709-5470

Toll free in NY: 1-877-BANKNYS (consumer services 

hotline)

Fax: 212-709-3582

www.banking.state.ny.us

North Carolina

North Carolina Commissioner 

of Banks

4309 Mail Service Center

Raleigh, NC 27699-4309

919-733-3016

Fax: 919-733-6918

www.banking.state.nc.us

North Dakota

Department of Financial 

Institutions

2000 Schafer St., Ste. G

Bismarck, ND 58501-1204

701-328-9933

TDD toll free in ND: 1-800-

366-6888

Fax: 701-328-9955

e-mail: dfi@state.nd.us

www.discovernd.com/dfi

Ohio

Division of Financial 

Institutions

Department of Commerce

77 South High St., 21st Fl.

Columbus, OH 43215-6120

614-728-8400

614-466-2932

Fax: 614-644-1631

www.com.state.oh.us/ODOC/

dfi

Oklahoma

State Banking Department

4545 North Lincoln Blvd. 

Ste. 164

Oklahoma City, OK 73105

405-521-2782

Fax: 405-522-2993

www.osbd.state.ok.us

Oregon

Department of Consumer & 

Business Services

Division of Finance and 

Corporate Securities

350 Winter St., NE, Rm. 410

Nebraska

Department 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 Division

Department 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

New Hampshire

State Banking Department

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

Department 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 Division

Regulation and Licensing 

Department

2550 Cerrillos Rd., 3rd Fl.

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

Banking Department

One State St.

New York, NY 10004

STATE BANKING AUTHORITIES
98

Wyoming

Division of Banking

Herschler Bldg.

3rd Fl., East

Cheyenne, WY 82002

307-777-7797

Fax: 307-777-3555

e-mail: maitchison@

 wyaudit.state.wy.us

audit.state.wy.us/banking

Virgin Islands

Chairman of Banking Board

Kongen’s Gade #18

Charlotte Amalie

St. Thomas, VI 00802

340-774-2991

Fax: 340-774-6953

Virginia

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

Department 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

West Virginia

Division of Banking

State Capitol Complex 

Building 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

Department of Financial 

Institutions

345 West 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

South Dakota

Division of Banking

217 1/2 W. Missouri Ave.

Pierre, SD 57501-4590

605-773-3421

Fax: 605-773-5367

www.state.sd.us/banking

Tennessee

Department of Financial 

Institutions

The Nashville City Center

511 Union St., 4th Fl.

Nashville, TN 37219

615-253-2023

Toll Free: 1-800-778-4215

TDD/TTY: 615-253-7794

e-mail: TDFI.Consumer

 Resources@state.tn.us

www.state.tn.us/financialinst

Texas

Department of Banking

2601 North Lamar

Austin, TX 78705

512-475-1300

Toll free in TX: 1-877-276-5554

Fax: 512-475-1313

www.banking.state.tx.us

Utah

Department of Financial 

Institutions

PO Box 146800

Salt Lake City, UT 84114-

6800

801-538-8830

Fax: 801-538-8894

www.dfi.utah.gov

Vermont

Department 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

www.bishca.state.vt.us

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

Department 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 and 

Economic Development

Robert B. Atwood Building

550 W. 7th Avenue, Ste. 1560

Anchorage, AK 995013567

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 aand 

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/

insurance

Arizona

Department 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

Toll free in CO: 1-800-930-3745

TDD/TTY: 303-894-7880

Fax: 303-894-7455

www.dora.state.co.us/Insu

rance

Connecticut

Department 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

Delaware

Department 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

Department 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

Arkansas

Department 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.con

 sumers@arkansas.gov

www.arkansas.gov/insurance

California

Department of Insurance

300 Capitol Mall, Ste. 1500

Sacramento, CA 95814

916-492-3500

415-538-4010 (San Francisco}

213-897-8921 (Los Angeles)

Toll free in CA: 1-800-927-4357

Fax: 916-445-5280

www.insurance.ca.gov

Dept. of Managed Health 

Care, CA HMO Help Center

(For those enrolled in an HMO, 

Blue Cross of California PPO, or 

Blue Shield of California PPO)

980 Ninth St., Ste. 500

Sacramento, CA 95814-2738

1-888-HMO-2219 (HMO 

Consumer Complaint Line)

1-877-525-1295 (HMO Provider/

Physician Line)

1-877-688-9891

Fax: 916-229-0465 (Conplaints), 

916-229-4328 (Medical Review)

e-mail: GenInfo@dmhc.ca.gov

www.hmohelp.ca.gov

Colorado

Division of Insurance

1560 Broadway, Ste. 850

Denver, CO 80202

303-894-7490 or 7499

STATE INSURANCE REGULATORS
100

Georgia

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

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

Department 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

Division of Insurance

Department of Financial and 

Professional Regulation

100 W. Randolph St., Ste. 5-570

Chicago, IL 606013395

312-814-2420

TDD: 312/814-2603

Fax: Fax: 312-14-5435

e-mail: 

Director@ins.state.il.us

www.state.il.us/ins

Div. of Insurance, Dept. of 

Financial and Prof. Regulation

320 West Washington St.

Springfield, IL 62767

217-782-4515

Toll free: 1-877-527-9431 TDD: 

217-524-4872

Fax: 217-782-5020

e-mail: director@ins.state.il.us

www.idfpr.com

Indiana

Department of Insurance

311 W. Washington St., Ste. 300

Indianapolis, IN 46204-2787

317-232-2385

Toll free in IN: 1-800-622-4461

Toll free: 1-800-452-4800 (instate senior health insurance 

information)

Fax: 317-232-5251

www.state.in.us/idoi

Iowa

Division of Insurance

330 Maple St.

Des Moines, IA 50319

515-281-5705

Fax: 515-281-3059

www.iid.state.ia.us

Kansas

Insurance Division

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

Department 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

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 Pl.

Baltimore, MD 212022272

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

Division 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 Fl.

PO Box 30220

Lansing, MI 48933

517-373-0220

Toll free: 1-877-999-6442

Fax: 517-335-4978

www.michigan.gov/ofis

Minnesota

Department of Commerce

Market Assurance Division

85 7th Pl. 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

Department of Insurance

PO Box 79

Jackson, MS 39205

601-359-3569

STATE INSURANCE REGULATORS
101

Toll free in MS: 1-800-562-2957

Fax: 601-359-1077

e-mail: consumer@mid.state.

 ms.us

www.doi.state.ms.us

Missouri

Missouri Department of 

Insurance

PO Box 690

301 West High St., Room 530

Jefferson City, MO 651020690

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

Department 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

Department of Insurance

Terminal Building

941 O St., Ste. 400

Lincoln, NE 685083639

402-471-2201

Toll free in NE: 1-877-564-7323

TDD toll free: 1-800-833-7351

Fax: Fax: 402-471-6559

www.nol.org/home/NDOI

Nevada

Division of Insurance 

Dept. of Business & Industry

788 Fairview Drive, Ste. 300

Carson City, NV 89701

775-687-7650

Fax: 775-687-3937

e-mail: insinfo@doi.state.nv.us

www.doi.state.nv.us

Division of Insurance

Dept. of Business & Industry

2501 East Sahara Ave, Ste. 302

Las Vegas, NV 89104

(702) 486-4009

Fax: Fax: 702-486-4007

www.doi.state.nv.us

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

Insurance Department

600 East 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

Office of Consumer Services

Department 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

www.ohioinsurance.gov

Oklahoma

Insurance Department

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 Division

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

Fax: 503-378-4351

e-mail: dcbs.insmail@state.or.us

insurance.oregon.gov

New Hampshire

Department of Insurance

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

Department of Insurance

PO Box 1269

Santa Fe, NM 87504-1269

505-827-4601

Toll free in NM: 1-800-947-4722

Fax: 505-827-4734

www.nmprc.state.nm.us

New York

Consumer Services Bureau

Insurance Department

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 Department

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

Dept of Insurance

Dobbs Bldg. 

430 N. Salisbury St.

1201 Mail Service Cetner

Raleigh, NC 27699-1201

919-733-7349

STATE INSURANCE REGULATORS
102

Pennsylvania

Bureau of Consumer Service

Insurance Department

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 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

Insurance Division

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

Department 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

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

Department of Insurance

333 Guadalupe St.

PO Box 149104

Austin, TX 78614-9104

512-463-6169

Toll free in TX: 1-800-252-3439 

(Consumer Help Line)

Fax: 512-475-2005

www.tdi.state.tx.us

Utah

Department of Insurance

State Office Bldg., Room 3110

Salt Lake City, UT 841146901

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

Dept. of Banking, Insurance, 

Securities and Health Care Adm.

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 Corporation Commission

PO Box 1157

1300 East 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

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

Department of Insurance

1124 Smith St. (25301)

PO Box 50540

Charleston, WV 25305-0540

304-558-3354

Toll free in WV: 1-888-TRYWVIC (888-879-9842)

Fax: 304-558-0412

e-mail: wvins@wvinsurance.gov

www.wvinsurance.gov

Wisconsin

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

Dial 711 and ask for 608-266-3586

Fax: 608-266-9935

e-mail: 

information@oci.state.wi.us

oci.wi.gov

Wyoming

Department of Insurance

Herschler Bldg.

122 West 25th St., 3rd Fl. 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 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

http://asc.state.al.us

Alaska

Div. of Banking and Securities

Department of Commerce, 

Community and Economic 

Development

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 Division, Arizona 

Corporation Commission

1300 West Washington, 3rd Fl

Phoenix, AZ 85007

602-542-4242

Fax: 602-594-7470

e-mail: 

accsec@ccsd.cc.state.az.us

www.ccsd.cc.state.az.us

Arkansas

Securities Division

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

Department 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/secur

ities

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.complaint@

 po.state.ct.us

www.state.ct.us/dob

Delaware

Division of Securities

Department of Justice

State Office Bldg.

820 North French St., 5th Fl.

Wilmington, DE 19801

302-577-8424

Fax: 302-577-6987

www.state.de.us/securities

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: disb@dcgov.org

disb.dc.gov

Florida

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

STATE SECURITIES ADMINISTRATORS
104

Massachusetts

Office of the Secretary of 

State

One Ashburton Pl., Rm. 1701

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 Fl.

PO Box 30220

Lansing, MI 48909

517-373-0220

Toll Free: 1-877-999-6442

Fax: 517-335-4978

www.michigan.gov/ofis

Minnesota

Department of Commerce

85 Seventh Pl. 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

Business Regulation and 

Enforcement

Secretary of State’s Office

700 North St.

or PO Box 136 (Zip 39205-0136)

Jackson, MS 39202

601-359-1350

Toll free: 1-800-256-3494

Fax: 601-359-1499

www.sos.state.ms.us

Hawaii

Business Registration Div.

Department of Commerce and 

Consumer Affairs

335 Merchant St.. Room 204

Honolulu, HI 96818

808-586-2744

Fax: 808-586-2733

www.hawaii.gov

Idaho

Department of Finance

700 W. State St., 2nd Fl.

PO Box 83720 (zip 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 Department

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, Rm. 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/division/

securities/default.asp

Kansas

Office of the Securities 

Commissioner

618 South Kansas Ave. 2nd Fl.

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

Divsion of Securities

Dept. of Financial Institutions

1025 Capitol Center 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 Division

Office of Financial Institutions

8660 United Plaza Blvd., 2nd Fl.

Post Office 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

www.mainesecuritiesreg.org

Maryland

Securities Division

Office of the Attorney General

200 Saint Paul Pl.

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

STATE SECURITIES ADMINISTRATORS
105

Ohio

Division of Securities

77 South High St.

22nd Fl.

Columbus, OH 43215

614-644-7381

Toll free: 1-800-788-1194 

(investor protection hotline)

Fax: 614-466-3316

www.securities.state.oh.us

Oklahoma

Department 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

Department of Consumer & 

Business Services

Division 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 Building 

 2nd Fl.

1010 North 7th St.

Harrisburg, PA 17102-1410

717-787-8061

Toll free in PA: 1-800-600-0007

Fax: Fax: 717-783-5122

www.psc.state.pa.us

New Jersey

Bureau of Securities

Dept. of Law and Public 

Safety

PO Box 47029 (07101)

153 Halsey St., 6th Fl.

Newark, NJ 07102

973-504-3600

Fax: 973-504-3601

www.state.nj.us/lps/ca/home.htm

New Mexico

Securities Division

Regulation & Licensing 

Department

2550 Cerrillos Rd.

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

Securities Division

2 South Salisbury St.

Raleigh, NC 27601

919-733-3924

Toll free: 1-800-688-4507 

(investor hotline)

Fax: 919-821-0818

www.sosnc.com

North Dakota

Securities Department

State Capitol -- 5th Fl.

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

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/divisions/

consumerprotection.htm

Montana

Securities Division

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

Department 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 Division, Office of 

the Secretary of State

555 East 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

Department of State

State House, Room 204

Concord, NH 03301-4989

603-271-1463

Fax: 603-271-7933

www.sos.nh.gov/securities

STATE SECURITIES ADMINISTRATORS
106

Puerto Rico

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 Division

233 Richmond St., Ste. 232

Providence, RI 02903-4232

401-222-3048

TDD: 401-222-2999

Fax: 401-222-5629

e-mail: 

mpicciri@dbr.state.ri.us

www.dbr.state.ri.us

South Carolina

Securities Division

Office of the Attorney General

P. O. Box 11549

Columbia, SC 29211-1549

803-734-9916

www.scsecurities.org

South Dakota

Division of Securities

445 East Capitol Ave.

Pierre, SD 57501-3185

605-773-4823

Fax: 605-773-5953

www.state.sd.us/dcr/securities

Tennessee

Securities Division

Department 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

State Securities Board

PO Box 13167

Austin, TX 78711-3167

512-305-8300

Fax: 512-305-8310

www.ssb.state.tx.us

Utah

Division of Securities

Department of Commerce

160 East 300 South, 2nd Fl. 

(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

Department 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

Division of Securities and 

Retail Franchising

State Corporation 

Commission

PO Box 1197

Richmond, VA 23218

804-371-9051

Toll free in VA: 1-800-552-7945

TDD: 804-371-9203

Fax: 804-371-9911

www.state.va.us/scc/division/srf

Washington

Securities Division

Department of Financial 

Institutions

PO Box 9033

Olympia, WA 98507-9033

360-902-8760

TDD: 360-664-8126

Fax: 360-586-5068

www.dfi.wa.gov

West Virginia

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

Division of Securities

Department 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 Division

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 

Alaska

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 St., 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

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: 800-511-0809

e-mail: 

contact@psc.state.fl.us

www.floridapsc.com

Georgia

Public Service Commission

244 Washington St.

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

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@dora.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

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

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

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

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

785-271-3100

Toll free in KS: 1-800-662-0027

TDD toll free 1-800-766-3777

Fax: 785-271--3354

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

Public Utilities Commission

121 7th Pl. 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: (800) 356-6429 

(Southern District)

Toll-free: 1-800-356-6430 

(Central District)

Toll free: (800) 637-7722 

(Chairman & Northern 

District)

Fax: 601-961-5464 (Chairman & 

Northern District)

www.psc.state.ms.us

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)

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

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

Public Service Commission

6 St. Paul St., 16th Fl.

Baltimore, MD 21202-6806

410-767-8000

Toll free in MD: 1-800-492-0474

TDD toll free in MD: 1-800-

735-2258

Fax: 410-333-6495

e-mail: mpsc@psc.state.md.us

www.psc.state.md.us/psc

Massachusetts

Dept. of Telecommunications 

and Energy

1 South Station, 12th Fl.

Boston, MA 02110

617-305-3500

STATE UTILITIES COMMISSIONS
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

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

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

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

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

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

www.nmprc.state.nm.us

New York

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 

(gas, electric, and telephone 

complaints)

Toll free: 1-888-ASK-PSCI 

(PSC Competition 

Information)

Toll free: 1-866-GRN-PWR 

(Green Power Information)

Fax: 518-474-1691

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 Fl.

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

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

STATE UTILITIES COMMISSIONS
110

STATE UTILITIES COMMISSIONS

Virginia

State Corporation 

Commission

PO Box 1197

Richmond, VA 23218

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

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

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

Tennessee Regulatory Authority

460 James Robertson Pkwy.

Nashville, TN 37243-0505

615-741-8953

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

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

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

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/TTY toll free: 1-800-993-2822

Fax: 202-272-008

e-mail: info@access-board.gov

www.access-board.gov

Commission on Civil Rights

624 9th St., NW

Washington, DC 20743

202-376-8513 (Complaint Referral in DC)

202-376-8128 (Publications)

Toll free: 1-800-552-6843 (complaint referral 

outside DC)

TDD nationwide: 202-376-8116 (complaint referral)

Commodity Futures Trading 

Commission (CFTC)

Office of Public Affairs

Office of External Affairs

Lafayette Center

1155 21st St., NW

Washington, DC 20581

202-418-5080

Fax: 202-418-5525

e-mail: oea@cftc.gov

www.cftc.gov

The mission of the CFTC is to protect market 

users and the public from fraud, manipulation, 

and abusive practices related to the sale of 

commodity and financial futures and options, 

and to foster open, competitive, and financially 

sound futures and option markets. CFTC 

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

Architectural and Transportation 

Barriers Compliance Board 

(ACCESS Board)

also posts Consumer Alerts/Advisories under 

“Customer Protection” on the CFTC website. 

Consumer Product Safety 

Commission (CPSC)

Washington, DC 20207

Toll free: 1-800-638-CPSC (2772) (Product 

Safety Hotline)

TDD toll free: 1-800-638-8270

Fax: 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 web 

site or write to the address above, Attention: 

Publications Request.

Department of Agriculture (USDA)

Animal and Plant Health Inspection 

Service

Legislative and Public Affairs

4700 River Rd., Unit 51

Riverdale, MD 20737

301-734-7799

Fax: 301-734-5221

e-mail: APHIS.Web@aphis.usda.gov

www.aphis.usda.gov

FEDERAL
112

Cooperative State Research, Education, 

and Extension Service (CSREES)

1400 Independence Ave., SW

Washington, DC 20250-2215

202-720-2908

202-720-7947

Fax: 202-690-2469 or 202-690-3162

www.csrees.usda.gov

You can also find your local Cooperative 

Extension by consulting the county government 

listings in your local telephone directory.

Center for Nutrition Policy and 

Promotion

Food, Nutrition and Consumer Services

3101 Park Center Dr., Rm. 1034

Alexandria, VA 22302-1594

703-305-7600

Fax: 703-305-3400

www.cnpp.usda.gov

Food and Nutrition Service

Food, Nutrition and Consumer Services

3101 Park Center Drive, Rm. 926

Alexandria, VA 22302

703-305-2281

e-mail: webmaster@fns.usda.gov

www.fns.usda.gov

Meat and Poultry Hotline

Food Safety and Inspection Service

Washington, DC 202503700

1-888-MPHotline (10am-4pm, English and 

Spanish)

Toll free:1-800-256-7072

e-mail: mphotline.fsis@usda.gov

www.fsis.usda.gov

Information Line USDA

1400 Independence Ave., SW, Rm. 422A

Washington, DC 20250

202-720-2791

www.usda.gov

Department of Commerce (DOC)

Bureau of the Census

Customer Services

Washington, DC 20233

301-763-INFO (4636)

Fax: 301-457-4714

e-mail: webmaster@census.gov

www.census.gov

Metric Program

Weights and Measures Division

National Institute of Standards & Technology

100 Bureau Dr., Mail Stop 2600

Gaithersburg, MD 20899-2600

301-975-4004

Fax: 301-926-0647

e-mail: TheSI@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.

Weights and Measures Division

National Institute of Standards and Technology

100 Bureau Drive, Stop 2600

Gaithersburg, MD 20899-2600

301-975-4004

Fax: 301-926-0647

e-mail: owm@nist.gov

www.nist.gov/owm

The Weights and Measures Division 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 (NOAA)

1315 East-West Hwy., F/SI, Rm. 10837

Silver Spring, MD 20910

301-713-2355

Toll free: 1-800-422-2750

Fax: 301-713-1081

seafood.nmfs.noaa.gov

NOAA oversees fisheries management in the 

United States and provides a voluntary inspection service to the industry. The NOAA Seafood 

Inspection Program offers product quality 

evaluation, grading, and certification services. 

NOAA provides official marks to eligible products, such as U.S. Grade A, Processed Under 

Federal Inspection (PUFI) and Lot Inspection.

United States Patent and Trademark Office

Toll free: 1-800-786-9199

TTY: 571-272-9950

www.uspto.gov

Patents: Commissioner for Patents

PO Box 1450

Alexandria, VA 223131450

Fax: 703-872-9306

e-mail: usptoinfo@uspto.gov

FEDERAL AGENCIES

Provided financial support for the publication of the Consumer Action Handbook.

(Dept. of Agriculture con’t.)
113

Trademarks: Commissioner for Trademarks

Attention MPU

PO Box 16471

Arlington, VA 222151471

Fax: 571-273-9250

e-mail: TrademarkAssistanceCenter@uspto.gov

Department of Defense (DOD)

National Committee for Employer 

Support of the Guard and Reserve

1555 Wilson Blvd., Ste. 200

Arlington, VA 22209-2405

703-696-1386

Toll free outside DC: 1-800-336-4590

Fax: 703-696-1411

www.esgr.com

The Department of Defense provides assistance with employer/employee problems 

for members of the Guard and Reserve and 

their employers. See page 124 for Family and 

Community Service Centers and page 128 for 

the BBB Military Line.

Department of Education (ED)

400 Maryland Ave., SW

Washington, DC 20202

www.ed.gov

1-800-USA-LEARN

Toll free: 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

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 (6252)

TTY: 1-800-437-0833

Fax: (202) 401-0689

e-mail: NoChildLeftBehind@ed.gov

www.ed.gov/nclb/landing.jhtml

National Library of Education

Toll free: 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 

(ERIC)

Toll free: 1-800-LET-ERIC (538-3742)

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/news/newsletters/edinfo/index.html

To join the EDInfo mailing list:

• Address an email message to listproc@inet.ed.gov

• Write 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)

The George Washington University

2121 K St., NW, Ste. 260

Washington, DC 20037

202-467-0867

Toll free outside DC: 1-800-321-6223

Fax: 1-800-531-9347 (Toll free) or 202-467-4283

e-mail: askncela@ncela.gwu.edu

www.ncela.gwu.edu

NCELA is funded by the Office of English 

Language Acquistion (OELA) to collect, analyze, 

synthesize and disseminate information related 

to the education of bilingually and culturally 

diverse students in the U.S.

Office of Communications

400 Maryland Ave., SW, Rm. 5E301

Washington, DC 20202

202-401-0404

Fax: 202-401-8607

Office of Public Affairs

400 Maryland Ave., SW, Rm. 7E231

Washington, DC 20202

202-401-1576

Fax: 202-401-3130

FEDERAL AGENCIES

Provided financial support for the publication of the Consumer Action Handbook.

FEDERAL

(Dept. of Commerce con’t.)
114

FEDERAL AGENCIES

Department of Energy (DOE)

Energy Efficiency and Renewable Energy 

(EERE) Information Center

PO Box 43165

Olympia, WA 98504

202-586-1510

Toll free: 1-877-337-3463

e-mail: eereic@ee.doe.gov

www.eere.energy.gov

The EERE Information Center provides information about conservation and renewable 

energy.

Energy Efficiency and Renewable Energy 

(EERE)

Office of the Assistant Secretary

Mail Stop EE-1

Department of Energy

Washington, DC 20585

(202) 586-9220

www.eere.energy.gov/consumerinfo

Office of Consumer Information

Department of Energy

Washington, DC 20585

202-586-1908

Toll free: 1-800-342-5363

Fax: 202-586-8006

Office of Scientific and Technical 

Information (OSTI)

PO Box 62

Oak Ridge, TN 37832

865-576-1188

865-576-8401 (Document Requests)

Fax: 865-576-5728

www.osti.gov

Department of Health and Human 

Services (HHS)

Administration for Children and Families 

(ACF)

370 L’Enfant Promenade, SW

Washington, DC 20447

www.acf.dhhs.gov

ACF is responsible for federal programs that 

promote the economic and social well-being 

of families, children, individuals, and communities. ACF provides national leadership and 

creates opportunities for families to lead economically and socially productive lives. ACF’s 

Office of Special Education and 

Rehabilitative Services (OSERS)

330 C St., SW, Rm. 3132

Washington, DC 20202-2524

202-245-7488

TDD: 202-205-4208

www.ed.gov/offices/OSERS

Publications Center (EDPUBS)

PO Box 1398

Jessup, MD 20794-1398

Toll free: 1-877-4ED-PUBS (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 US Department of Education. You can 

contact ED Pubs to find out what’s available 

on topics of interest to you and to order free 

copies of publications, videotapes, CD-ROMS, 

posters, bookmarks, and other products. Many 

Department publications can be acquired 

instantly in electronic form via the Internet. To 

order copies of publications, use the contact 

information above.

Federal Student Aid Information Center

319.337.5665

Toll free: 1-800-4FED-AID (433-3243) For info 

about 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

www.studentaid.ed.gov, for students

www.ifap.ed.gov, for financial aid professionals

www.dl.ed.gov, for info about direct loans

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 1-800-4FED-AID.

For Direct Loan toll-free services, including 

information about repayment options call:

Direct Loan Origination Center

Applicant Services:1-800-557-7392

Consolidation: 1-800-557-7392 

TDD: 1-800.555.7395

School Relations: 1-800-877-7658

(Dept. of Education con’t.)
FEDERAL AGENCIES

115

programs are designed to help children develop 

into healthy adults and to foster communities 

that are more prosperous and supportive of 

their members.

National Adoption Information 

Clearinghouse

Administration for Children and Families 

(ACF)

330 C Street, SW

Washington, DC 20447

706-352-3488

Toll free: 1-888-251-0075 (M-F, 9am-5:30pm ET)

Fax: 703-385-3206

e-mail: naic@caliber.com

naic.acf.hhs.gov

Administration on Aging

One Massachusetts Ave., NW

Washington, DC 20201

202-619-0724

Fax: 202-357-3555

e-mail: aoainfo@aoa.gov

www.aoa.gov

AoA is the Federal focal point and advocate 

agency for older persons and their concerns. 

In this role, AoA works to heighten awareness 

among other Federal agencies, organizations, 

groups, and the public about the valuable contributions that older Americans make to the 

nation. AoA also focuses attention on the 

needs of vulnerable older people. Through information and referral and outreach efforts at the 

community level, AoA seeks to educate older 

people and their caregivers about the benefits 

and services available to help them.

Elder Care Locator

Administration on Aging

Toll free: 1-800-677-1116 (M-F, 9 am-8 pm ET)

From Outside the United States: 301-419-3900 

(When the operator answers - ask for the 

Eldercare Locator line)

Fax: 202-357-3555

e-mail: eldercarelocator@spherix.com

www.eldercare.gov

The Eldercare Locator connects older 

Americans and their caregivers with sources 

of information on senior services. The service 

helps those who need assistance find state and 

local area agencies on aging and communitybased organizations that serve older adults and 

their caregivers.

Center for Beneficiary Choices

Centers for Medicare and Medicaid Services 

(CMS)

7500 Security Blvd.

Baltimore, MD 21244-1850

Toll free: 1-800-MEDICARE (24 hours a day, 7 

days a week)

TTY Toll free: 1-866-226-1819

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.

Centers for Disease Control and Prevention 

(CDC)

1600 Clifton Rd.

Atlanta, GA 30333

404-639-3534 (Public Inquiries)

Toll free: 1-800-311-3435

www.cdc.gov

en espanol: www.cdc.gov/spanish

CDC National STD and AIDS Hotline

Centers for Disease Control and Prevention

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

Food and Drug Administration

5600 Fishers Lane

Rockville, MD 20857-0001

Toll free: 1-888-INFO-FDA (463-6332)

www.fda.gov

Center for Food Safety and Applied 

Nutrition Information Line

Food and Drug Administration

Outreach and Information Center

5100 Paint Branch Parkway HFS-555

College Park, MD 20740-3835

Toll free: 1-888-SAFEFOOD (723-3366)

www.cfsan.fda.gov

(Dept. of Health and Human Services con’t.)

FEDERAL

Provided financial support for the publication of the Consumer Action Handbook.
116

FEDERAL AGENCIES

National Institutes of Health (NIH)

Building 1

One Center Drive

Bethesda, MD 20892

301-496-4000

www.nih.gov

The National Institutes of Health (NIH), a part 

of the U.S. Department of Health and Human 

Services, is the primary Federal agency for conducting and supporting medical research.

National Clearinghouse on Child Abuse 

and Neglect Information

Adminstration for Children and Families

330 C St., SW

Washington, DC 20447

703-385-7565

Toll free outside DC: 1-800-394-3366 (M-F, 

8:30 am - 5:30 pm ET)

e-mail: nccanch@caliber.com

nccanch.acf.hhs.gov

National Runaway Switchboard

Administration for Children and Families

3080 N. Lincoln Ave.

Chicago, IL 60657

Toll free: 1-800-RUNAWAY (786-2929)

e-mail: info@nrscrisisline.org

www.nrscrisisline.org

Office of Child Support Enforcement

Administration for Children and Families

370 L’Enfant Promenade, SW,

4th Floor East

Washington, DC 20447

202-401-9373

Fax: 202-205-5927

www.acf.dhhs.gov/programs/cse

National Health Information Center

PO Box 1133

Washington, DC 20013-1133

301-565-4167

Toll free: 1-800-336-4797 (9am-5pm EST)

Fax: 301-984-4256

e-mail: info@nhic.org

www.health.gov/NHIC

NHIC is a health information referral service 

that links consumers and health professionals 

with organizations best able to provide answers 

to their health-related questions. NHIC also 

maintains www.healthfinder.gov.

National Cancer Institute (NCI)

NCI Public Inquiries Office

6116 Executive Blvd., Rm. 3036A

Bethesda, MD 20892-8322

Toll free: 1-800-4-CANCER (M-F, 9am-4pm)

TTY: 1-800-332-8615

e-mail: cancergovstaff@mail.nih.gov

www.cancer.gov

National Institutes of Mental Health

6001 Executive Blvd.

Rm. 8184, MSC 9663

Bethesda, MD 20892-9663

301-443-4513

Toll free: 1-866-615-6464

TTY: 301-443-8431, TTY toll free: 866-415-8051

Fax: 301-443-4279

e-mail: nimhinfo@nih.gov

www.nimh.nih.gov

NIMH is the federal agency that conducts and 

supports research that seeks to understand, 

treat, and prevent mental illness. Trained information specialists are available Monday-Friday, 

8:30 am to 5:00 pm ET. 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.

Office of Civil Rights

200 Independence Ave., SW

Rm. 509F, HHH Building

Washington, DC 20201

Toll free: 1-800-369-1019

Toll free: 1-800-537-7697

e-mail: OCRMail@hhs.gov

www.dhhs.gov/ocr

President’s Council on Physical Fitness 

and Sports

Department W

200 Independence Ave., SW, Rm. 738-H

Washington, DC 20201-0004

202-690-9000

Fax: 202-690-5211

www.fitness.gov

HHS-TIPS Fraud Hotline

Office of Inspector General

PO Box 23489

Washington, DC 20026

Toll free: 1-800-HHS-TIPS (1-800-447-8477)

Fax: 1-800-223-8164 (Toll free)

e-mail: HHSTips@oig.hhs.gov

Washington, DC, 20528

(Dept. of Health and Human Services con’t.)
FEDERAL AGENCIES

117

Department of Homeland Security

202-282-8000

www.dhs.gov

www.ready.gov

Customs and Border Protection

1300 Pennsylvania Ave., NW

Washington, DC 20229

202-354-1000

Fax: 202-927-1380

www.cbp.gov

United States Coast Guard

Navigation Center

2100 Second St., SW

Washington, DC 20593-0001

202-366-4000

www.uscg.mil

National Response Center

United States Coast Guard

2100 Second St., SW, Rm. 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

e-mail: www.secretservice.gov

Bureau of Citizenship and Immigration 

Services (USCIS)

Toll free: 1-800-375-5283 (National Customer 

Service Center)

TDD toll free: 1-800-767-1833

http://uscis.gov

Department of Housing and Urban 

Development (HUD)

Home Improvement Branch

451 Seventh St., SW, Rm. 9272

Washington, DC 20410

202-708-6396

Fax: 202-401-8951

www.hud.gov/improvements

Home Mortgage Insurance Division

451 Seventh St., SW, Rm. 9272

Washington, DC 20410

202-708-2121

Inspector General’s Fraud Hotline

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

Fax: 202-708-4829

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

451 Seventh St., SW, Rm. 9164

Washington, DC 204108000

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

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

451 Seventh St., SW, Rm. 7164

Washington, DC 20410

202-708-2685

Toll free: 1-800-998-9999 (Community Connections)

Office of Fair Housing and Equal 

Opportunity

451 7th St., SW

Rm. 5204

Washington, DC 204102000

202-708-4252

Toll free: 1-800-669-9777 (Complaints Hotline)

www.hud.gov/complaints/housediscrim.cfm

FEDERAL
118

FEDERAL AGENCIES

Drug Enforcement Administration (DEA)

Washington, DC 20537

202-307-1000

www.dea.gov

Federal Bureau of Investigation (FBI)

935 Pennsylvania Ave., NW

Washington, DC 20535

202-324-3000

Fax: 202-324-2020

www.fbi.gov

Department of Labor (DOL)

National Contact Center

Toll free: 1-866-4-USA-DOL (1-866-487-2365)

TTY toll free: 1-877-889-5627

www.dol.gov

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

1100 Wilson Blvd., 21st Floor

Arlington, VA 22209

Toll free: 1-866-4 USA-DOL (1-866-487-2365)

www.msha.gov

Office of RESPA and Interstate Land 

Sales

Office of the Deputy Assistant Secretary for 

Regulatory Affairs and Manufactured Housing

451 7th St., SW, Rm. 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

www.hud.gov/offices/hsg/sfh/ils/ilshome.cfm

This office handles complaints and provides 

information regarding real estate loan transactions and borrower rights under the Real 

Estate Settlement Procedures Act (RESPA). 

The Interstate Land Sales program protects 

consumers from fraud and abuse in the sale or 

lease of land. The Interstate Land Sales Full 

Disclosure Act requires land developers to register subdivisions of 100 or more non-exempt 

lots with HUD and to provide each purchaser 

with a disclosure document called a Property 

Report. The Property Report contains relevant 

information about the subdivision and must be 

delivered to each purchaser before the signing 

of the contract or agreement.

Department of Justice (DOJ)

Americans with Disabilities Act (ADA) 

Information Line

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

950 Pennsylvania Ave., NW, Rm. 3645

Washington, DC 20530

202-514-2481

Fax: 202-514-6543

e-mail: antitrust@usdoj.gov

www.usdoj.gov/atr

Civil Rights Division

950 Pennsylvania Ave., NW

Washington, DC 20530

202-514-2151

Fax: 202-514-0293

www.usdoj.gov/crt

(Dept. of Housing and Urban Development con’t.)
FEDERAL AGENCIES

119

Department of State

Overseas Citizens Services

Washington, DC 20520

202-647-5225 (emergencies and non-emergencies, Mon.-Fri., 8:15 a.m.-10 p.m.)

202-647-4000 (after hours emergencies, 

Sundays, holidays ask for the duty officer)

Fax: 202-647-2867

travel.state.gov

Contact the State Department for help with 

emergencies and non-emergencies affecting 

private Americans abroad.

Office of Children’s Issues (international 

child abduction & adoption of foreign children)

202-736-7000

Fax: 202-663-2674

National Passport Information Center

Passport Services

Toll free: 1-877-4USA-PPT (1-877-487-2778)

TDD/TTY toll free: 1-888-874-7793

travel.state.gov

Contact the National Passport Information 

Center for information on U.S. passports, 

including the status of pending applications, 

as well as the locations of over 4,500 passport 

acceptance facilities.

Visa Services

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

Contact Visa Services for information on U.S. 

visas for foreigners.

Department of the Interior

Bureau of Indian Affairs

1849 C St., NW

Washington, DC 20240

202-208-3710

www.doi.gov/bureau-indian-affairs.html

Bureau of Land Management

1849 C St., NW

Washington, DC 20240

202-452-5125

Fax: 202-452-5124

Occupational Safety and Health 

Administration (OSHA)

Office of Information and Consumer Affairs

Department of Labor, Rm. N3647

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

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

The Employment Benefits Security 

Administration provides information and 

answers questions on private sector, employersponsored pension benefit and health benefit 

plans.

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 addresses 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. S1325

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

(Dept. of Labor con’t.)

FEDERAL
120

FEDERAL AGENCIES

Financial Management Service

Office of Legislative and Public Affairs

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)

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 and IRS e-payment are now available 

through the IRS website.

To find out whether the IRS received your 

return and whether it was processed, visit the 

IRS website or 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 (EIN) can be 

obtained by fax, mail, or phone. Call or visit the 

website for more information.

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

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

999 E St., NW, Ste. 313

Washington, DC 20239

202-691-3535

Toll free: 1-800-4US-BOND

www.publicdebt.treas.gov

United States Mint

Customer Service Center

10003 Derekwood Lane

Lanham, MD 20706

Toll free: 1-800-872-6468

www.usmint.gov

Fish and Wildlife Service

18th and C Sts, NW

Washington, DC 20240

202-208-4131

Toll free: 1-800-344-WILD (9453)

www.fws.gov

Geological Survey

12201 Sunrise Valley Dr.

Reston, VA 20192

1-888-ASK-USGS

(1-888-275-8747)

www.usgs.gov

National Park Service

1849 C St., NW

Washington, DC 20240

202-208-4747 (Public Affairs)

www.nps.gov

Department of the Treasury

Bureau of Alcohol, Tobacco and Firearms

Public Information

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

14th and C Sts, SW, Rm. 533 M

Washington, DC 20228

202-874-3019

Fax: 202-874-3177

www.moneyfactory.com

Bureau of the Public Debt

Customer Call Center

Treasury Direct

PO Box 9150

Minneapolis, MN 55840

1-800-722-2678

www.publicdebt.treas.gov

Comptroller of the Currency

Customer Assistance Group

1301 McKinney St., Ste. 3450

Houston, TX 77010

Toll free: 1-800-613-6743

www.occ.treas.gov

Department of the Interior (con't.)
FEDERAL AGENCIES

121

Department of Transportation (DOT)

Federal Motor Carrier Safety 

Administration

400 Seventh St.

Washington, DC 20590

202-366-2519

www.fmcsa.dot.gov

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-DOT-SAFT (368-7238). This same tollfree number may be used to report dangerous 

safety violations involving a commercial truck 

or bus.

Federal Aviation Administration

800 Independence Ave., SW

Washington, DC 20591

202-366-4000

Toll free: 1-800-FAA-SURE (322-7873) (Public 

Information Line)

www.faa.gov

AIR Consumer Protection Division

C-75, Rm. 4107

Washington, DC 20590

202-366-2220

e-mail: airconsumer@dot.gov

www.dot.gov/airconsumer

Contact AIR Consumer Protection Division 

with airline service complaints.

Office of Safety (RRS)

Federal Railroad Administration office address: 

1120 Vermont Ave., NW

Washington, DC 20005

202-493-6300

Fax: 202-493-6309

Railway Safety mailing address:

Federal Railroad Administration

400 Seventh Street, SW

Mail Stop 25

Washington DC 20590

National Highway Traffic Safety 

Administration (NHTSA)

400 7th St., SW, Rm. 5232

Washington, DC 20590

Toll free: 1-888-DASH 2 DOT (1-888-327-4236) 

(Vehicle Safety Hotline)

www.nhtsa.dot.gov

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

400 7th St., SW

Washington, DC 20590

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

810 Vermont Ave., NW

Washington, DC 20420

202-273-5760

Contact the Consumer Affairs Service for consumer information or general assistance.

National Cemetery Administration

810 Vermont Ave., NW

Washington, DC 20420

202-273-5221

Fax: 202-273-6698

Contact the National Cemetary Administration 

for information about burials, headstones or 

markers, the State cemetery grants program, 

and presidential memorial certificates.

Veterans Benefits Administration

810 Vermont Ave., NW

Washington, DC 20420

202-273-7588 (Publications only)

Toll free: 1-800-827-1000

www.va.gov

Veterans Health Administration

810 Vermont Ave., NW

Washington, DC 20420

Toll free: 1-877-222-8387

Fax: 202-273-9609

Department of Veterans Affairs (VA)

Provided financial support for the publication of the Consumer Action Handbook.

FEDERAL
122

FEDERAL AGENCIES

National Pesticide Information Center

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

npic.orst.edu

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, and environmental 

chemistry.

Resource Conservation and Recovery Act

RCRA, Superfund and EPCRA Hotline

Washington, DC 20460

703-412-9810 (DC metro area)

Toll free outside DC: 1-800-424-9346

TDD toll free: 1-800-553-7672

Fax: 703-412-3333

e-mail: epahotline@bah.com

www.epa.gov/epaoswer/hotline

Safe Drinking Water Hotline

Toll free: 1-800-426-4791

e-mail: hotline-sdwa@epamail.epa.gov

www.epa.gov/safewater

Toxic Substances Control Act 

Assistance Information Service Hotline 

(TSCA)

202-554-1404

Fax: 202-554-5603

e-mail: tsca-hotline@email.epa.gov

Equal Employment Opportunity 

Commission

Office of Communications and 

Legislative Affairs

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

Environmental Protection Agency 

(EPA)

Energy Star® Program

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 you 

money as well.

Indoor Air Quality Information 

Clearinghouse (IAQ INFO)

PO Box 37133

Washington, DC 20013

703-356-4020

Toll free: 1-800-438-4318

e-mail: IAQINFO@aol.com

www.epa.gov/iaq/iaqxline.html

The IAQ is an easily accessible, central source 

of information on indoor air quality.

Inspector General’s Fraud, Waste and 

Abuse Hotline

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

1200 Pennsylvania Ave., NW

Washington, DC 20460

202-566-0556

Fax: 202-556-0562

e-mail: public-access@epamail.epa.gov

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.
123

Federal Communications 

Commission (FCC)

Consumer & Governmental Affairs 

Bureau (CGB)

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

FCC accepts public inquiries, informal complaints, and questions regarding cable, radio, 

satellite, telephone, television and wireless 

services.

Federal Deposit Insurance 

Corporation (FDIC)

Division 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.

Federal Emergency Management 

Agency (FEMA)

Office of Inspector General

Toll free: 1-800-323-8603 (Government Waste 

Hotline)

www.fema.gov

Office of Public Affairs

500 C St., S.W.

Washington, DC 20472

202-646-4600

Fax: 202-646-4086

e-mail: opa@fema.gov (general inquiries)

www.fema.gov

United States Fire Administration

National Emergency Training Center (NETC)

16825 South Seton Ave.

Emmitsburg, MD 21727

301-447-1117 (Office of the Superintendent, 

National Fire Academy)

301-447-1286 (Office of the Superintendent, 

Emergency Management Institute)

Toll free: 1-800-238-3358

www.usfa.fema.gov

National Flood Insurance Program

Mitigation Division

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

Response and Recovery Directorate

500 C St., SW, Rm. 705

Washington, DC 20472

202-566-1600

Toll free: 1-800-462-9029 (Only after your area 

has been declared a disaster area)

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.

Federal Maritime Commission

Federal Maritime Commission (FMC)

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

FMC is the regulatory agency overseeing ocean 

carriers and certain other entities, operating in 

the waterborne foreign commerce of the U.S. 

FMC assists consumers engaged in disputes 

with transporting carriers as well as with cruise 

operators.

FEDERAL AGENCIES

FEDERAL

Provided financial support for the publication of the Consumer Action Handbook.
124

www.kids.gov 

www.Espanol.gov

www.consumidor.gov

FCIC publishes the free Consumer Information 

Catalog, which lists more than 200 free and 

low-cost Federal booklets on a wide variety 

of consumer topics, and maintains a family of 

websites to help provide fast, free and useful 

information to citizens. Consumers can find 

answers through printed publications, by calling 1 (800) FED INFO, or by visiting FirstGov, 

the official portal for the federal government.

Surplus Federal Property Sales

1800 F Street NW

Washington, DC 20405

1-800-472-1313

www.gsa.gov

GSA helps federal agencies dispose of 

unneeded property by selling directly to the 

public. GSA sells personal property, real 

estate, and vehicles to the public. For more 

information visit www.gsa.gov and click “For 

Citizens.” The GSA Auctions® e-tool offers the 

general public the opportunity to bid electronically on many federal assets. The auctions are 

completely web-enabled, allowing all registered 

participants to bid on a single item or multiple 

items (lots) within specified timeframes. To 

access GSA Auctions, visit 

gsaauctions.gov.

National Archives and Records 

Administration

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.

D

Federal Reserve System

ivision of Consumer and Community 

Affairs

Board of Governors of the Federal Reserve 

System

20th & C Sts, 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 Trade Commission (FTC)

Consumer Response Center

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, use the web 

site or toll free numbers above. The FTC enters 

Internet, telemarketing, identity theft, and 

other fraud-related complaints into Consumer 

Sentinel, a secure, online database available to 

hundreds of civil and criminal law enforcement 

agencies in the U.S. and abroad.

General Services Administration 

(GSA)

Federal Citizen Information Center

Federal Citizen Information Center (FCIC)

Pueblo, CO 81009

719-948-4000

Toll free: 1-888-8 PUEBLO (catalog orders only)

www.pueblo.gsa.gov

www.FirstGov.gov

www.ConsumerAction.gov

www.info.gov

FEDERAL AGENCIES

Provided financial support for the publication of the Consumer Action Handbook.
125

FEDERAL AGENCIES

National Council on Disability (NCD)

Public Affairs Specialist

1331 F St., NW, Ste. 850

Washington, DC 20004

202-272-2004

TTY: 202-272-2074

Fax: 202-272-2022

e-mail: info@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. 

NCD works to empower individuals with disabilities and to promote equal opportunity.

National Credit Union Administration

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.

National Labor Relations Board

Division of Information

1099 14th St., NW, Rm. 94000

Washington, DC 20570

202-273-1991

1-866-667-NLRB (6572)

1-866-315-NLRB (6572)

Fax: 202-273-1789

www.nlrb.gov

The NLRB conducts elections to determine 

whether or not employees want union representation and investigates and remedies unfair 

labor practices by employers and unions.

Nuclear Regulatory Commission 

(NRC)

Office of Public Affairs

Office of Consumer Affairs

Washington, DC 20555

301-415-8200

Fax: 301-415-2234

e-mail: opa@nrc.gov

www.nrc.gov

The NRC regulates the commercial use of 

nuclear materials and nuclear power in the U.S. 

to protect public health and safety.

Pension Benefit Guaranty 

Corporation

Contact Center

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 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 participants, plan 

administrators and others at: 

www.pbgc.gov/contacts/allcontacts.htm.

Postal Rate Commission

Office of the Consumer Advocate (OCA)

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.

FEDERAL
126 Provided financial support for the publication of the Consumer Action Handbook.

FEDERAL AGENCIES

Railroad Retirement Board

844 North Rush St.

Chicago, IL 60611-2092

312-751-4500

Toll free: 1-800-808-0772 (Helpline)

TDD/TTY: 312-751-4701

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 retirementsurvivor 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

100 F Street, NE

Washington, DC 20549-0213

202-551-6551

Toll free: 1-800-SEC-0330

Fax: 202-942-9634

www.sec.gov/complaint.shtml

www.sec.gov/investor.shtml (Investor 

Information)

Small Business Administration 

(SBA)

Toll free: 1-800-U-ASK-SBA (827-5722) 

TDD: 704-344-6640

Fax: 202-481-6190

e-mail: answerdesk@sba.com

www.sba.gov

SBA offices are located in all 50 states, the 

District of Columbia, Puerto Rico, the U.S. 

Virgin Islands and Guam. For the office nearest 

you, look under “U.S. Government” in your telephone directory.

Social Security Administration

Office of Public Inquiries

Windsor Park Bldg.

6401 Security Blvd.

Baltimore, MD 21235

Toll free: 1-800-772-1213

www.socialsecurity.gov

The Social Security Administration provides 

retirement, survivors and disability benefits, 

as well as administers Supplemental Security 

Income (SSI) payments. To report Social 

Security or SSI fraud, call toll free: 1-800-269-

0271.

Surface Transportation Board (STB)

1925 K St., NW

Washington, DC 20423-0001

202-565-1500

www.stb.dot.gov

The STB resolves railroad rate and service disputes and reviews proposed railroad mergers. 

The STB is independent, although it is administratively affiliated with the Department of 

Transportation.

Office of Congressional and Public 

Services

1925 K St., NW, Ste. 840

Washington, DC 20423-0001

202-565-1592

Fax: 202-565-9016

e-mail: Congressional.Public.Services@stb.

 dot.gov

www.stb.dot.gov

Office of Press Services

1925 K St., NW

Washington, DC 20423-0001

202-565-1596 (Press Releases)

Fax: 202-565-9016

The STB Office of Press Services answers 

questions about STB press releases.

Securities and Exchange Commission 

(SEC)
127

U.S. Postal Service

Office of Consumer Advocate

475 L’Enfant Plaza, SW, Rm. 5801

Washington, DC 202602202

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 the toll free number or visit the 

website.

United States Postal Inspection Service

Criminal Investigations Service Center

ATTN: Mail Fraud

222 S. Riverside Plaza, Ste. 1250

Chicago, IL 606066100

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.

FEDERAL AGENCIES

FEDERAL
128

Better Business Bureaus (BBBs) are nonprofit organizations that encourage honest advertising 

and selling practices and are supported primarily by local businesses. BBBs offer a variety of 

consumer services, including: consumer education materials; business reports, particularly unanswered or unsettled complaints or other problems; mediation and arbitration services; and information about charities and other organizations that are seeking public donations. 

Complaints should 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 is not resolved, 

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.

If you need help with a consumer question or complaint, call your local BBB or visit their 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. Visit www.bbbonline.org for a list of participating companies, complete program standards, and more.

BBB MILITARY LINE, www.military.bbb.org, offers consumer education and advocacy to service 

members and their families. The four service-specific sites, www.army.bbb.org, www.navy.bbb.org, 

www.airfoce.bbb.org, and www.marinecorps.bbb.org, contain current military-related consumer 

news, as well as links to local BBBs and other sites with useful consumer information. Users may 

request reports, file complaints, and sign up for a custom consumer newsletter. On a local level, 

area BBBs are providing educational briefings for military personnel and their families, as well as 

working with local businesses to promote ethical treatment of military consumers. 

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 (See page 78).

Council of Better 

Business Bureaus, Inc.

4200 Wilson Blvd., 8th Fl.

Arlington, VA 22203-1838

703-276-0100

Fax: 703-525-8277

Bureaus

Alabama

600 College St.

Albertville, AL 35950

256-533-1640

Fax: 256-533-1177

1210 South 20th St.

Birmingham, AL 35205

205-558-2222

Fax: 205-558-2239

2528 Spring Ave., SW

Decatur, AL 35601

500 Eastern Blvd., Ste. 128

Montgomery, AL 36117

334-262-5606

Fax: 334-273-5546

Alaska

3601 C St., Ste. 1378

Anchorage, AK 99503

907-562-6135

Fax: 907-562-4061

Arizona

4428 North 12th St.

Phoenix, AZ 85014-4585

602-264-1721

Fax: 602-263-0997

1590 Willow Creek Rd., Ste. B

Prescott, AZ 86301

928-772-3410

Fax: 928-771-1343

256-533-1640

Fax: 256-533-1177

118 Woodburn

Dothan, AL 36305

334-794-0492

Fax: 334-794-0659

205 S. Seminary St., Ste. 114

Florence, AL 35630

256-533-1640

Fax: 256-740-8219

107 Lincoln St., NE

Huntsville, AL 35801

256-533-1640

Fax: 256-533-1177

3361 Cottage Hill Rd., Ste. E

Mobile, AL 36606

251-433-5494

Fax: 251-438-3191

BETTER BUSINESS BUREAUS

To find more information or to contact your local BBB online, visit www.bbb.org
129

434 S. Williams Blvd., Ste. 102

Tucson, AZ 85711

520-888-5353

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

California

1601 H St., Ste. 101

Bakersfield, CA 93301

661-322-2074

Fax: 661-322-8318

315 La Cadena Dr.

Colton, CA 923242927

909-825-7280

Fax: 909-825-6246

6125 Washington Blvd, 3rd Fl.

Culver City, CA 90232

310-945-3166

Fax: 310-945-3160

17609 Ventura Blvd., Ste. LL03

Encino, CA 91316

818-386-5510

Fax: 818-386-5513

2519 West Shaw, #106

Fresno, CA 93711

559-222-8111

Fax: 559-228-6518

3363 Linden Ave, Ste. A

Long Beach, CA 90807

562-216-9240

Fax: 562-216-9241

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

District of Columbia

1411 K St., NW, 10th Fl.

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: 407-786-2625

2653 McCormick Drive

Clearwater, FL 33759

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

772-335-2017

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 Pl., Ste. 590

Atlanta, GA 30349

404-766-0875

Fax: 404-768-1085

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

700 Emprey Way, Ste. 110

San Jose, CA 95128

408-278-7400

Fax: 408-278-7444

213 Santa Barbara St.

Santa Barbara, CA 93101

805-963-8657

Fax: 805-962-8557

11 S. San Joaquin St., Ste. 803

Stockton, CA 95202-3202

209-948-4880

Fax: 209-465-6302

Colorado

25 North Wahsatch

Colorado Springs, CO 80903

719-636-1155

Fax: 719-636-5078

1020 Cherokee St.

Denver, CO 80204-4039

303-758-2100

Fax: 303-758-8321

8020 S. County Road 5, #100

Fort Collins, CO 80528

970-484-1348

Fax: 970-221-1239

Connecticut

94 South Turnpike Road

Wallingford, CT 064924322

203-269-2700

Fax: 203-294-6882

Delaware

1415 Foulk Rd., Ste. 202

Wilmington, DE 19803

302-230-0108

Fax: 302-230-0116

BETTER BUSINESS BUREAUS

To find more information or to contact your local BBB online, visit www.bbb.org
130

BETTER BUSINESS BUREAUS

500 12h 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

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

4355 Emerald St., Ste. 290

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 606117621

312-832-0500

Fax: 312-832-9985

112 Harrison 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

844 S. Fourth St.

Louisville, KY 40203-2186

502-583-6546

Toll free in KY: 1-800-388-2222

Fax: 502-589-9940

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 E. Prien Lake Road

Lake Charles, LA 70601

337-478-6253

Fax: 337-474-8981

212 Walnut St., #210

Monroe, LA 71201

318-387-4600

1539 Jackson Ave., Ste. 400

New Orleans, LA 70130-5843

504-581-6222

Fax: 504-524-9110

401 EdwardsSt., Ste. 135

Shreveport, LA 71101

318-222-7575

Fax: 318-222-7576

Maine

812 Stevens Ave.

Portland, ME 04103-2648

207-878-2715

Fax: 207-797-5818

1139 Washington Square

Evansville, IN 47715

812-473-0202

Fax: 812-473-3080

4011 Parnell Ave.

Fort Wayne, IN 46805

260-423-4433

Fax: 260-423-3301

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

574-277-9121

Fax: 574-273-6666

Iowa

2435 Kimberly Rd., Ste. 260

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

To find more information or to contact your local BBB online, visit www.bbb.org
BETTER BUSINESS BUREAUS

131

Maryland

1414 Key Highway, Ste. 100

Baltimore, MD 212305189

410-347-3990

Fax: 410-347-3936

Massachusetts

235 West Central St., Ste. 1

Natick, MA 01760-3767

508-652-4800

Fax: 508-652-4833

333 Park Street

West Springfield, MA 01089

413-734-3114

Fax: 413-734-2006

339 Main Street

Worcester, MA 01608

508-755-2548

Fax: 508-754-4158

Michigan

40 Pearl, NW, Ste. 354

Grand Rapids, MI 49503

616-774-8236

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 Pl., #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., Ste. A

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

25 Hall St., Ste. 102

Concord, NH 03301

603-224-1991

Fax: 603-228-9035

New Jersey

1700 Whitehorse-Hamilton 

Square, 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

Fax: 505-346-0696

308 North Locke

Farmington, NM 87401-5855

505-326-6501

Fax: 505-327-7731

New York

741 Delaware Ave., 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: 914-428-6030

North Carolina

One W. Pack Square, Ste. 1601

Asheville, NC 28801-3408

828-253-2392

Fax: 828-252-5039

13860 Ballantyne Corp. Pl., 

Ste. 225

Charlotte, NC 28277

704-927-8611

Fax: 704-927-8615

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 BUREAUS

500 West 5th St., Ste. 202

Winston-Salem, NC 27101-

2728

336-725-8348

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

Fax: 330-456-8957

7 West 7th St., Ste. 1600

Cincinnati, OH 45202

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 Fourth 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

1337 North Front Street

Harrisburg, PA 17102

717-364-3250

Fax: 717-364-3251

4099 Birney Ave.

Moosic, PA 18507

570-614-4222

Fax: 570-342-1282

1608 Walnut St., Ste. 402

Philadelphia, PA 19103

215-985-9313

Fax: 215-893-9312

300 Sixth 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 29205

803-254-2525

Fax: 803-779-3117

314 Laurel St. #203

Conway, SC 29526

843-488-2227

Fax: 843-488-0998

408 N. Church St, Ste. C

Greenville, SC 29601-2164

864-242-5052

Fax: 864-271-9802

Tennessee

PO Box 1178

Blountville, TN 37617-1178

423-325-6616

1010 Market St., Ste. 200

Chattanooga, TN 37402-2614

423-266-6144

Fax: 423-267-1924

PO Box 1456

Clarksville, TN 37041

931-503-2222

Fax: 931-503-2324

206 E College St.

Fayetteville, TN 37334

931-433-9501

Fax: 931-433-7424

367 Riverside Drive #109

Franklin, TN 37064

615-250-7431

Fax: 615-250-7433

255 N. Peters Road, Ste. A

Knoxville, TN 37923

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 BUREAUS

201 Fourth Ave. North, 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 79101

806-379-6222

Fax: 806-379-8206

1005 La Posada Drive

Austin, TX 78752

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. Shroeline #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 77027

713-868-9500

Fax: 713-867-4947

2401 Judson Rd., #102

Longview, TX 75605

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 797110206

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 Northeast Loop, 410, Ste. 400

San Antonio, TX 78217-5296

210-828-9441

Fax: 210-828-3101

2002 Olive Street

Texarkana, TX 75501

903-793-4565

Toll free: 1-800-372-4222

3600 Old Bullard Rd. #103-A

Tyler, TX 75701

903-581-5704

Fax: 903-534-8644

2210 Washington Ave.

Waco, TX 76701-1019

254-755-7772

Fax: 254-755-7774

2110 West 6th St.

Weslaco, TX 78596

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

1000 Station Drive, Ste. 222

DuPont, WA 98327

206-431-2222

Fax: 206-431-2211

152 S. Jefferson, Ste. 200

Spokane, WA 992014532

509-455-4200

Fax: 509-838-1079

West Virginia

910 Quarrier St., Ste 405-406

Charleston, WV 25301

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 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 to shop safely by phone and online.

American Council on Consumer 

Interests (ACCI)

415 South Duff Ave., Ste. C

Ames, IA 50010-6600

515-956-4666

Fax: 515-233-3101

e-mail: info@consumerinterests.org

www.consumerinterests.org

American Council on Consumer Interests 

(ACCI) is the leading consumer policy research 

and education organization consisting of a 

world-wide community of researchers, educators and related professionals dedicated to 

enhancing consumer well-being. Since 1953, 

the American Council on Consumer Interests 

(ACCI) has been—and remains today—the leading membership organization for academics and 

other professionals involved in consumer and 

family economics.

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 provides 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, and model of the vehicle, and 

mail it with a stamped self-addressed envelope 

to the address above.

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 well as goods such as new cars. It also 

publishes information and maintains an online database to help consumers shop for good 

prices and desired features in big-ticket purchases, such as audio-video equipment, major 

appliances, tires, etc. It also rates local service 

providers such as plumbers, roofers, auto repair 

shops, and several other categories 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. The CFP Board works to ensure 

that the public has access to and benefits from 

competent financial planning. The CFP Board 

regulates financial planners through trademark 

law by certifying those who meet its requirements to use the marks CFP®, CERTIFIED 

FINANCIAL PLANNERTM and CFP (with flame 

logo).

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

CNI advocates for programs and services 

that 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 ORGANIZATIONS
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 for consumers with information to help 

them make every day decisions. Consumer Alert 

serves 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.

Consumer Reports

101 Truman Avenue

Yonkers, NY 107031057

914-378-2000

Fax: 914-378-2900

www.consumerreports.org

Consumer Reports® is published by Consumers 

Union (CU), an expert, independent nonprofit 

organization whose mission is to work for a fair, 

just, and safe marketplace for all consumers 

and to empower consumers to protect themselves. To achieve this mission, we test, inform, 

and protect. To maintain our independence and 

impartiality, CU accepts no outside advertising, 

no free test samples, and has no agenda other 

than the interests of consumers.

 See also: Consumers Union.

Consumers for World Trade (CWT)

1001 Connecticut Ave., N.W., 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.

Consumers Union

101 Truman Avenue

Yonkers, NY 107031057

914-378-2000

Fax: 914-378-2900

www.consumersunion.org

Consumers Union (CU), publisher of Consumer 

Reports®, is an independent, nonprofit testing and information organization serving only 

consumers. We are a comprehensive source for 

unbiased advice about products and services, 

personal finance, health and nutrition, and other 

consumer concerns. Since 1936, our mission has 

been to test products, inform the public, and 

protect consumers. Our income is derived solely 

from the sale of Consumer Reports® and our 

other services, and from noncommercial contributions, grants, and fees. Staffers at the CU’s 

Advocacy Offices provide tools to consumers to 

make their concerns heard by government and 

industry. They also testify before Federal and 

NATIONAL CONSUMER ORGANIZATIONS
137

state legislative and regulatory bodies, petition 

government agencies, emphasizing a national, 

multi-state, grass roots approach on behalf of 

consumers. The Consumer Policy Institute, in 

Yonkers, NY, conducts research and education 

projects on such issues as: biotechnology, toxic 

air pollution, community right-to-know laws, and 

pesticides. See also: Consumer Reports.

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

A national, nonprofit membership organization 

committed to comprehensive reform of health 

and long-term care, Families USA works to 

educate and mobilize consumers on health care 

issues. In addition to its two grass roots advocacy networks—asap!, a network of health and 

long-term care reform activists and HealthLink 

USA, a nationwide health reform computer 

network for public interest groups—Families 

USA develops and distributes reports and other 

materials on health and long-term care issues.

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: 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 education scholarships, community and classroom 

grants, assistance for small business owners, 

travel discounts, and a Consumer Hotline/

Library.

Funeral Consumers Alliance

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, 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 selfhelp 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

NATIONAL CONSUMER ORGANIZATIONS
138 Member of SOCAP International, 

see page 41.

Provided financial support for the publication 

of the Consumer Action Handbook. 138

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

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

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 

prevent the organization from responding to 

individual inquiries. The Center also publishes 

Surviving Debt: A Guide for Consumers. NCLC 

also produces the Consumer Credit and Sales 

Legal Practice Series consisting of sixteen 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 students and provides information 

to consumers through publications, media outreach, and multiple web sites.

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 CONSUMER ORGANIZATIONS
139 Member of SOCAP International, 

see page 41.

Provided financial support for the publication 

of the Consumer Action Handbook. 139

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 

are 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.

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. SHH 

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 ORGANIZATIONS
140

Accrediting Council for Independent 

Colleges and Schools (ACICS)

750 First St., NE, Suite 980

Washington, DC 20002

202-336-6780

Fax: 202-842-2593

e-mail: info@acics.org

www.acics.org

Association of accredited career schools training in business and business-related subjects.

AFSA Education Foundation

919 Eighteenth 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, Suite 600

Washington, DC 20005

202-326-5500

Fax: 202-326-5598

www.autoalliance.org

Through the Alliance, members are able to convey the industry’s accomplishments and its positions on a broad range of public policy issues.

American Apparel Manufacturers 

Association

1601 North Kent St., Suite 1200

Arlington, VA 22209

Toll free: 1-800-520-2262

Fax: 703-522-6741

www.apparelandfootwear.org

Membership: Manufacturers of clothing.

Member of SOCAP International, 

see page 45.

Provided financial support for the publication 

of the Consumer Action Handbook.

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, conciliation 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., N.W.

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 banks. It 

will provide consumer education materials on 

request.

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: Long-term health care facilities 

and 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: State certified accountants.

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 wealth of information 

on its 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., Suite 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 1800 O&P companies, suppliers, and affiliates who design, fabricate, fit and 

supervise the use of orthoses (orthopedic braces) and prostheses (artificial limbs).

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

The American Bar Association publishes a 

directory of state and local alternative dispute 

resolution programs and 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

The American Collectors Association is an 

association of credit grantors, debt collectors, attorneys and industry service providers 

employing credit and collection professionals 

worldwide. Each member adheres to a stringent 

code of ethics. Complaint resolution is available. 

American Council of Life Insurers

101 Constitution Ave., Suite 700

Washington, DC 20001-2133

202-624-2000

Toll free: 1-800-942-4242 (consumer helpline)

Fax: 202-624-2319

www.acli.com

American Council of Life Insurers is a 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, Suite 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 2000 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 Provided financial support for the publication of the Consumer Action Handbook.

American Society of Travel Agents, Inc.

Consumer Affairs

1101 King St., Suite 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, Suite 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. 

ACB offers free information on consumer financial 

services, housing, and community development.

Better Hearing Institute (BHI)

515 King St., Suite 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.

880 South Pickett St.

Alexandria, VA 22304-0730

703-823-9550

Fax: 703-461-4671

e-mail: consumerprotection@boatus.com

TRADE AND PROFESSIONAL ASSOCIATIONS

www.boatus.com

The Consumer Protection Bureau at Boat U.S. 

serves as a mediator in disputes between boat 

owners and the marine industry. Boat U.S. also 

works closely with the U.S. Coast Guard to monitor safety defect problems.

Career College Association (CCA)

10 G St., NE, Suite 750

Washington, DC 20002

202-336-6700

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, 

and bath mats; and 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

The Council 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 is the preeminent trade association promoting growth in the consumer technology 

industry through technology policy, events, 

research, promotion and the fostering of busi-
Provided financial support for the publication of the Consumer Action Handbook. 143

ness and strategic relationships. CEA represents 

more than 2,000 corporate members involved in 

the design, development, manufacturing, distribution and integration of audio, video, mobile 

electronics, wireless and landline communications, information technology, home networking, 

multimedia and accessory products, as well as 

related services that are sold through consumer 

channels. Combined, CEA’s members account 

for more than $122 billion in annual sales. CEA’s 

resources are available online at www.CE.org, the 

definitive source for information about the consumer electronics industry.

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

CUNA 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 Department

1111 19th St., NW, Suite 1100

Washington, DC 20036

202-955-5030

Fax: 202-955-0085

E-mail: consumer@the-dma.org

www.the-dma.org

DMA is the largest trade association for businesses involved in direct and interactive marketing. Its members include companies that market 

goods and services directly to consumers using 

direct mail, catalogs, telemarketing, magazine, 

newspaper and TV ads, and the Internet.

Mail Preference Service (MPS)

PO Box 643

Carmel, NY 10512-0643

Send your name and home address for removal 

from most national advertising mailing lists. 

Telephone Preference Service (TPS)

PO Box 1559

Carmel, NY 10512-1559

Send your name, address and telephone number

(with area code) for removal from most national 

telemarketing lists. 

Mail Registration for both MPS and TPS is free. 

For faster registration, register online (there is a 

$5 fee) at www.dmaconsumers.org.

E-Mail Preference Service

To reduce unsolicited commercial e-mails, register for free at www.dmaconsumers.org.

Deceased Do Not Contact List

Relatives, friends, and caregivers can remove 

the names and contact information of individuals who are deceased. Register online (there is a 

$1 fee) at www.dmaconsumers.org.

Direct Selling Association (DSA)

1667 K Street,NW, Suite 1100 

Washington, DC 20006. 

202-452-8866

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., Suite 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 

TRADE AND PROFESSIONAL ASSOCIATIONS
144

objective advice to make smart financial decisions and that when seeking the advice of a 

financial planner, the planner should be a CFP 

licensee, see page 135.

Food Marketing Institute (FMI)

655 15th St. N.W., Suite 700

Washington, DC 20005

202-452-8444

www.fmi.org

FMI conducts programs in research, education, 

industry relations and public affairs on behalf of 

its members—grocery retailers and wholesalers.

Hearing Industries Association

515 King St., Suite 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.

2320 Mill Rd., Suite 102

Alexandria, VA 22314

703-684-3780

Fax: 703-684-3784

e-mail: info@hhgfaa.org

www.hhgfaa.org

The organization represents movers and forwarders who handle commercial, government and 

military shipments of household goods. Founded 

in 1962, now with members in over 150 countries 

worldwide, HHGFAA is dedicated to fostering an 

industry-wide commitment to the highest standards.

Insurance Information Institute

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 

8a.m. to 8p.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 also available 

concerning cemetery practices and rules.

Monument Builders of North America

401 North Michigan Ave, Suite 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

The Director

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

The council 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: 1-800-368-5242 

e-mail: info@nahb.com

www.nahb.com

Membership: Single- and multi-family home 

builders, commercial builders, and others.

TRADE AND PROFESSIONAL ASSOCIATIONS
Provided financial support for the publication of the Consumer Action Handbook. 145

TRADE AND PROFESSIONAL ASSOCIATIONS

National Association of Insurance 

Commissioners (NAIC)

Government Relations

444 North Capitol St., NW Suite 701

Washington, DC 20001

202-624-7790

Fax: 202-624-8579

www.naic.org

NAIC is the organization of insurance regulators from the 50 states, the District of 

Columbia and the four U.S. territories. One of 

its primary functions is consumer protection. 

It produces a number of guides which are distributed to insurance departments and directly 

to consumers upon request.

National Association of Personnel 

Services (NAPS)

PO Box 2128

The Village At Banner Elk, Suite 108

Banner Elk, NC 28604

828-898-4929

Fax: 828-898-8098

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

This trade association provides consumers 

practical advice on personal insurance buying 

through its national outreach program.

National Association of Realtors

430 North Michigan Ave.

Chicago, IL 60611

312-329-8200

Toll free: 800-874-6500

www.realtor.com

NAR's 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 Securities 

Dealers (NASD)

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

NASD offers a 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

1350 I. St. N.W., Suite 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

This trade association offers 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: 1-800-621-3570 (outside IL)

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

1301 Pennsylvania Ave. NW, Suite 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, providing needed 
146

credit to millions of Americans. NHEMA also 

has a free consumer website designed to help 

you borrow smart and avoid problems: 

www.borrowsmart.com.

National Turkey Federation

1225 New York Ave., Suite 400

Washington, DC 20005

202-898-0100

Fax: 202-898-0203

e-mail: info@turkeyfed.org

www.eatturkey.com

Membership: Turkey growers, hatcheries, breeders, processors, marketers, and allied industry 

firms and poultry distributors.

North American Consumer Protection 

Investigators

c/o VA Office of Consumer Affairs

1100 Bank Street, Suite 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, Suite 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 Pl.

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, Suite 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 materials, 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 Pl., Suite 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, Suite 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., Suite 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. Also see Military BBB Line on page 128.

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/

default.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. Also see Military BBB Line 

on page 128.

U.S. MILITARY COMMISSARY 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 COMMISSARY 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, 21

Continuing Care Accreditation 

Commission, 21

Eldercare Locator, 21, 115

Medicare prescription drug plans, 22

Nursing Home Compare, 21

AIDS hotline, 115

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

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

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

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

lost, 31

Bankruptcy. See Credit reports

Banks and banking. See also Credit; 

Loans

American Bankers Association, 140

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

Bilingual education

National Clearinghouse for 

English Language Acquisition, 113

Blind persons

services and resources for, 35

Blue Cross and Blue Shield 

Association, 142
151

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, 11

Bureau of Indian Affairs, 119

Buyer-brokers, 22

Buying a home. See Homeownership

C

Cancer

National Cancer Institute, 116

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, 11

Tire Association of North 

America, 146

vehicle history, 10

warranties, 1–2

Cell phones

digital versus analog, 32

plan types, 32

questions to ask about, 32–33

roaming fees, 32

Cemeteries. See also Funerals

Cemetery Consumer Service 

Council, 144

Monument Builders of North 

America, 144

National Cemetery 

Administration, 121

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, 115

fertility clinic success rates, 21

health-related travel information, 

30

STD and AIDS hotline, 115

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

Office 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, 31

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

Consumer Information Catalog, 124

Consumer Leasing Act, 11

Consumer organizations, listing, 

134–139

Consumer Product Safety 

Commission, 111

reporting safety hazards, 37

Consumer Reporting Agencies, 16, 17

INDEX

INDEX
152

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

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

Consumer Reports, 136

car safety ratings, 10

investment information, 28

new car buying and, 9

Consumer World, iv

Consumers for World Trade, 136

Consumers Union, iv, 136

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, 11

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, 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

National Credit Union 

Administration, 125

CSREES. See Cooperative State 

Research, Education, and Extension 

Service

Customs, 117

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

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

INDEX
153

National Clearinghouse for 

English Language Acquisition, 

113

National Coalition for Consumer 

Education, 138

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

Safe Drinking Water Hotline, 34, 122

Toxic Substances Control Act 

Assistance Information Service 

Hotline, 122

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, 137

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, iv

Federal Communications 

Commission, 123

junk faxes complaints, 6

pre-recorded voice message 

rules, 5–6

telemarketing rules, 5

telephone service information, 

31–33

Federal Deposit Insurance 

Corporation, 123

privacy rules, 8

savings and checking accounts, 

13

Federal Emergency Management 

Agency, 123

Federal government, 111–127

reporting fraud, 36–37

Federal Maritime Commission, 123

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, 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

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, 144

Health Research Group, 137

National Food Processors 

Association, 145

National Turkey Federation, 146

safety of, 37, 112, 115

Seafood Inspection Program, 112

shopping for, 20

Food Marketing Institute, 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

INDEX

INDEX
154

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, 121

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

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

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, 116

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, 115

Toxic Substances Control Act 

Assistance Information Service 

Hotline, 122

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

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, 117

InCharge Institute of America, 18

Indoor Air Quality Information 

Clearinghouse, 122

Information sources, iv. See also specific topics

Insurance

cars, 25

credit insurance, 14

deductibles, 25

disability, 27

earthquakes, 25

financial stability of companies, 24

floods, 25, 123

fraud, 25, 135

National Health Information 

Center, 116

prescription drugs, 22

privacy issues, 9

reliable information sources, 21

veterans, 25–26, 121

Healthcare facilities

assisted living, 21–22, 140

choosing, 21–22

nursing homes, 21–22, 26–27, 140

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

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

INDEX
155

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, 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, 11

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, 139

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, 33-35

software for, 34, 35

spam and, 6

technical support, 34, 35

Investing

dispute resolution programs, 38

federal government agencies 

dealing with, 111, 126

financial brokers and advisors, 28

fraud, 28–29

National Association of 

Securities 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, 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

for the blind, 35

general consumer information 

sources, iv

Life insurance, 27, 141

LifeSmarts gameshow competition, 

138

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 plans, 22

MedlinePlus

food shopping, safety, and nutrition information, 20

Mental health

Mental Help Net, 21

National Institute of Mental 

Health, 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

INDEX

INDEX
156

National Home Equity Mortgage 

Association, 145-146

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 Archives and Records 

Administration, 124

National Association of Boards of 

Pharmacy

online prescription drug sites, 22

National Association of Consumer 

Agency Administrators, 138

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 Securities 

Dealers, 145

dispute resolution, 38

National Automobile Dealers 

Association, 78

Official Used Car Guide, 10

National Cancer Institute, 116

National Cemetery Administration, 121

National Clearinghouse for English 

Language Acquisition, 113

National Coalition for Consumer 

Education, 138

National Committee for Quality 

Assurance, 26

National Community Reinvestment 

Coalition, 138

National Consumer Law Center, 138

National Consumers League, 138

NLS. See National Library Service for 

the Blind and Physically Handicapped

North American Consumer 

Protection Investigators, 146

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

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

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, 112-113

Pension Benefit Guaranty 

Corporation, 125

Pensions

Employee Benefits Security 

Administration, 119

Pension Benefit Guaranty 

Corporation, 125

railroad employees, 126

Social Security, 126

Persons with disabilities

American Orthotic and 

Prosthetic Association, 141

Americans with Disabilities Act, 

118

My Health Privacy, 9

National Coalition for Consumer 

Education, 138

National Fraud Information 

Center, 37

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, 139

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

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, 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, 120

federal recreation sites, 30

National Response Center, 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, 33

federal rules, 33

NLRB. See National Labor Relations 

Board

INDEX
157

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, 125

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 drug plans, 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., 139

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, 

124

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

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, 33

Federal Motor Carrier Safety 

Administration, 121

food safety, 20

mine safety, 118

Occupational Safety and Health 

Administration, 119

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

Transportation Security 

Administration, 121

Self Help for Hard of Hearing People, 

139

Service contracts, questions to ask 

about, 1–2

Sexually transmitted diseases

hotline, 115

Shopping from home

consumer rights, 3–4

general tips, 2–3

online auctions and sellers, 3

3-day cooling-off rule, 4

Slamming, 31

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

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

INDEX

INDEX
158

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, 121

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

insurance regulators, 99–102, 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, 11

Suitcases. See Baggage

Surface Transportation Board, 126

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, 139

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

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, 117

Exchange System, 149

Work/Life Program, 147

U.S. Department of Agriculture, 111-

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

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

energy efficiency information, 114

Energy Saver guide, 31

U.S. Department of Health and 

Human Services, 114–117

Eldercare Locator, 21–22, 115

medical privacy and, 9

Nursing Home Compare, 21

U.S. Department of Homeland 

Security, 117

U.S. Department of Housing and 

Urban Development, 117-118

affordable housing programs, 117

home improvement, 117

housing counseling, 22

HUD Housing Counseling 

Clearinghouse, 15

land sales, 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

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, 31

deaf or hard of hearing persons, 35

general consumer information, 

31–33

900 numbers, 33

pre-paid calling cards, 33

screening calls, 5

slamming, 31

Television, digital, 34

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, 122

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, 137

federal recreation sites, 30

Federation of American 

Consumers and Travelers, 137

general consumer information, 29

paying by credit card for, 29

safety issues, 30

United States Tour Operators 

Association, 146

Travel agents

INDEX
159

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, 119-120

U.S. Department of the Treasury, 120

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

U.S. Fire Administration, 123

U.S. Food and Drug Administration, 

115

food shopping, safety, and nutrition information, 20

prescription drug information, 22

reporting safety hazards, 37

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, 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, 31–33

water, 33

V

VA. See Veterans Administration

Vacations. See Travel

Vehicles. See Cars

Veterans

benefits information, 121

burial information, 121

Veteran’s Employment and 

Training Service, 118

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, 33

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, 31-33

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, 

Pueblo, CO 81009 or by calling 1 (888) 8 PUEBLO, that’s 1-888-878-

3256. The Handbook can also be viewed and ordered online at 

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2007 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 

report any changes to Handbook Update, Federal Citizen 

Information Center, 1800 F Street NW, Rm. G-142, Washington, 

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