i

 January 2010

Welcome to the Consumer Action Handbook. The General Services 

Administration (GSA) updates and publishes this valuable resource every 

year. In this handbook, the GSA’s Office of Citizen Services brings you the

latest information on your consumer rights and responsibilities. 

I know many American families are struggling to make ends meet, and have to

stretch every dollar. That is why educating and protecting American consumers

is a top priority of my Administration. Publishing this handbook provides critical 

information about successfully managing your money, preventing identity theft, 

filing a consumer complaint, and other practical information that will be 

important to you. 

I urge you to take full advantage of this helpful resource to strengthen your

personal financial health and make good decisions in the marketplace. 

GSA Administrator

U.S. General Services Administration

1800 F Street

Washington, DC 20405-0002

www.gsa.gov

January 2010

I am delighted to introduce you to the 2010 edition of the Consumer Action 

Handbook. This valuable resource, published by the U.S. General Services 

Administration (GSA), Office of Citizen Services gives you the most current 

information on all your consumer needs. 

Additionally, the entire handbook, with hundreds of useful links to online 

resources at the Federal and State government levels is available at 

www.ConsumerAction.gov or in Spanish at www.Consumidor.gov. 

The handbook is just one example of how GSA works to make Federal

 information resources readily available to citizens. We strive to make 

Government accessible for all citizens, whether online on www.USA.gov or by 

phone at 1 (800) FED INFO (333-4636). 

Sincerely, 

Stephen R. Leeds

Acting Administrator
To call or write an organization, use the directory on page 60.

Table of Contents

PART I: BE A SAVVY CONSUMER . . . . . . . . . . . . . . . . 1

BUYER BEWARE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Before You Buy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Service Contracts and Extended Warranties . . . . . . . . 1

Product Safety Recalls . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Identifying and Stopping Fraud . . . . . . . . . . . . . . . . . . . 2

After You Buy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

BANKING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

ATM / Debit Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Prepaid Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Savings And Checking . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Unsolicited Checks And Credit Offers . . . . . . . . . . . . . 4

CARS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Buying A New Car . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Buying A Used Car . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Dealer Versus Private Party Purchases . . . . . . . . . . . . . 6

Leasing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Recalls, Lemon Laws And Secret Warranties . . . . . . . 7

Renting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Repairs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Car Repossessions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

CREDIT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Credit Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Credit Reports And Scores . . . . . . . . . . . . . . . . . . . . . . 11

Dealing With Debt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Loans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

FINANCING YOUR EDUCATION . . . . . . . . . . . . . . 15

Paying for College 101 . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Student Financial Aid . . . . . . . . . . . . . . . . . . . . . . . . . . 15

EMPLOYMENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Employment Agencies . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Work-At-Home Companies . . . . . . . . . . . . . . . . . . . . . . 17

FOOD AND NUTRITION . . . . . . . . . . . . . . . . . . . . . 18

Healthy Food Choices . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Food Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Weight Loss . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

HEALTH CARE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Choosing A Doctor . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Choosing A Healthcare Facility . . . . . . . . . . . . . . . . . . 20

Prescription Drugs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Medicare Prescription Drug Coverage . . . . . . . . . . . . 21

HOUSING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Buying A Home . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Avoiding Foreclosure . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Moving Companies . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Home Improvement And Repairs . . . . . . . . . . . . . . . . . 25

Renting / Leasing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

INSURANCE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Auto Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Disability Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Health Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Healthcare Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Homeowner/Renter’s Insurance . . . . . . . . . . . . . . . . . . 29

Life Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Long-Term Care Insurance . . . . . . . . . . . . . . . . . . . . . . 29

Other Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

INTERNET . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Choosing Service Providers . . . . . . . . . . . . . . . . . . . . . 30

Online File Sharing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Online Copyright Issues . . . . . . . . . . . . . . . . . . . . . . . . 32

Preventing Online Fraud . . . . . . . . . . . . . . . . . . . . . . . . 32

Spam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

INVESTING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Online Trading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Financial Brokers and Advisors . . . . . . . . . . . . . . . . . . 35

PHONES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Slamming and Cramming . . . . . . . . . . . . . . . . . . . . . . . 36

Cell Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Pay-As-You-Go Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

VoIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

PRIVACY PROTECTION & IDENTITY THEFT 38

Reporting Identity Theft . . . . . . . . . . . . . . . . . . . . . . . . 38

Protecting Your Privacy . . . . . . . . . . . . . . . . . . . . . . . . . 38

Financial Privacy............................... 39

Medical Privacy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Online Privacy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

SMART HOME SHOPPING . . . . . . . . . . . . . . . . . . . 40

Your Rights: Shopping From Home . . . . . . . . . . . . . . . 40

Your Rights: 3-Day Cooling Off Rule . . . . . . . . . . . . . . 41

Online Auctions and Sellers . . . . . . . . . . . . . . . . . . . . . 42

TELEMARKETING & UNWANTED MAIL . . . . . . . 42

National Do Not Call Registry . . . . . . . . . . . . . . . . . . . . 42

Pre-Recorded Messages . . . . . . . . . . . . . . . . . . . . . . . . 43

Telemarketing Sales Calls . . . . . . . . . . . . . . . . . . . . . . . 43

TRAVEL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Resolving Air Travel Problems . . . . . . . . . . . . . . . . . . . 44

Passports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Travel Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

TV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Cable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Satellite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Internet TV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

UTILITIES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Electricity And Natural Gas . . . . . . . . . . . . . . . . . . . . . 47

Water . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

WILLS & FUNERALS . . . . . . . . . . . . . . . . . . . . . . . . 47

Planning For The End Of Life . . . . . . . . . . . . . . . . . . . . 47

Wills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Choose An Executor. . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Funerals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Veterans Cemeteries . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Part II – Filing A Complaint . . . . . . . . . . . . . . . 51

Contact The Seller . . . . . . . . . . . . . . . . . . . . . 51

Contact Third Parties . . . . . . . . . . . . . . . . . 51

Dispute Resolution Programs . . . . . . . . . . . . . . . . . . . . 52

Small Claims Court . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Legal Help And Information . . . . . . . . . . . . . . . . . . . . . 53

Report Fraud & Safety Hazard . . . . . . . . . . . . . . . . . . . 54

Sample Complaint Letter . . . . . . . . . . . . . . 55

Part III – Key information resources . . . . . . . 56

For Teachers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

For Persons with Disabilities . . . . . . . . . . . . . . . . . . . . . 57

For Military Personnel . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Part IV – Consumer Assistance

Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

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

a victim, keep these things in mind: 

1. A deal that sounds too good to be true usually is! Be wary of promises to fix your credit problems 

(p. 13), low-interest credit card offers, deals that let you skip credit card payments (p. 11), 

work-at-home job opportunities (p. 17), risk-free investments (p. 35), and free travel (p. 44).

2. Don’t share personal information with someone you don’t trust. Learn how to recognize fraud by 

following the advice on page 2. 

3. Beware of payday and tax refund loans. Interest rates on these loans are usually excessive. Even 

a cash advance on a credit card may be a better option. For more information, see page 14.

4. Real estate agents represent the seller, not the buyer. When buying, consider hiring an agent or 

lawyer to represent you (p. 22).

5. Home improvement (p. 25) and auto repairs (p. 9) are the subjects of frequent complaints. Getting 

a second opinion can help prevent costly mistakes and enable you to make better decisions. 

6. 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 buying second-hand at a thrift shop 

or through ads in your local newspaper. 

7. 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. 

8. Don’t buy under stress. Avoid making big-ticket purchases during times of duress (e.g., coping with 

a death or debt).

Quick Consumer Tips

www.ConsumerAction.gov www.pueblo.gsa.gov iii

Tips For Using This Handbook

Part I —Be A Savvy Consumer

Read this section for advice before you make a 

purchase. To quickly locate specific topics and 

information, look in the Table of Contents 

(p. ii) and the Index (p. 161).

Part II —Filing A Complaint

Turn to this section for suggestions on 

resolving consumer problems. The sample 

complaint letter on page 55 will help you 

present your case.

Part III —Key Consumer

Information Resources

Look here for a list of public resources and 

contact information.

Part IV —Consumer Assistance

Directory

Here you’ll find contact information for 

corporate offices, consumer organizations, 

trade groups, government agencies and more.

Visit Us Online A searchable version of this Handbook is available online at 

www.ConsumerAction.gov and in Spanish at www.Consumidor.gov.
Buyer Beware

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. 

•	 Do your research. Ask family, friends and others you

trust for advice based on their experience. Gather 

information about the seller and the item or service 

you are purchasing.

•	 Review product test results and other information

from consumer experts. See general resources in 

Part III (p. 56) or check the Handbook index (p. 161) 

for specific information.

•	 Get advice and price quotes from several sellers. 

•	 Make sure that the seller has all appropriate

licenses. Doctors, lawyers, contractors and other 

service providers must register with a state or local 

licensing agency (p. 122).

•	 Check out a company’s complaint record with your

local consumer affairs office (p. 122) and Better 

Business Bureau (p. 65).

•	 Get a written copy of guarantees and warranties.

•	 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 be put in writing.

•	 Consider paying by credit card. If you have a

problem, you can dispute a charge made on 

your credit card (p. 11).

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

includes donating to charity. 

Service Contracts and 

Extended Warranties

Service contracts or “extended warranties” 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? 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, or if you fail to follow 

recommendations for routine maintenance.

Product Safety Recalls

Before you buy a used vehicle or other second-hand 

product, check the websites listed below 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.

If you’re buying a product for a child, be especially 

vigilant. Each year, there are about 400 recalls of 

children’s products such as toys, clothing and jewelry. 

Check the websites in the “Check Here For Recalls” 

box for the latest safety recalls. You can also 

sign up for free e-mail notifications at 

www.cpsc.gov/cpsclist.aspx. It could save a child’s life.

Before you spend another dollar, invest a few minutes reading this section of the Handbook to help you make 

smart choices and avoid scams.

To call or write an organization, use the directory on page 60.

Part I – Be A Savvy Consumer

Check Here For Recalls

•	 www.pueblo.gsa.gov lists both government and industryinitiated recalls.

•	 www.recalls.gov lists government-initiated recalls, which are 

gathered from federal agencies.

•	 www.nhsta.gov lists recalls and safety information on 

vehicles and equipment.

•	 www.fsis.usda.gov lists recalls that involve meat, 

poultry, or processed egg products.

•	 www.fda.gov lists recalls that involve food, medicines, 

medical devices, cosmetics, biologics, and pet food.

1
Identifying and Stopping Fraud

Look for these warning signs to avoid fraud:

• 	You are asked for your bank account or credit

card number. 

•	 Someone you don’t know offers you the chance

to receive a credit card, loan, prize, lottery or other 

valuable item, but asks you for personal data to 

claim it.

•	 The solicitation looks like a government document

and suggests contest winnings or unclaimed assets 

are yours for a small fee. (The government doesn’t 

solicit money from citizens.)

•	 Someone you don’t know asks you to send money

to claim a prize, lottery, credit card, loan, or other 

valuable offer.

• 	An unknown caller claiming to be a lawyer or in law

enforcement offers to help you get your money back 

(for a fee).

• 	The deal is only good “for today” or a short period

of time.

•	 A “repair person” suddenly finds a dangerous

defect in your car or home.

•	 You are given little or no time to read a contract.

• 	A sale item is suddenly unavailable but a “much

better item” is available for slightly more money. 

•	 Someone is trying to scare you into purchasing

credit protection plans.

To learn more about avoiding identity theft and 

fraud, go to page 38.

After You Buy

Even careful buyers can run into unforeseen problems 

later on. To minimize them, follow these steps after 

you buy.

•	 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.

BANKING

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 charge 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. 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. 

If you suspect your debit card has been lost or stolen, 

call the card issuer immediately. 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. 

www.ConsumerAction.gov www.pueblo.gsa.gov 2

Quick Tips For Avoiding Fraud

Don’t give out personal information.

Be suspicious of anyone you don’t know who 

asks for your Social Security number, credit card 

number, bank account number, password or other 

personal data. 

Don’t be intimidated.

Be suspicious of callers who want you to 

immediately provide or verify personal information. 

Tell them you’re not interested and hang up.

Monitor your accounts.

Review bank and credit card statements carefully. 

Report unauthorized transactions to your financial 

institution immediately.

Use a shredder.

Tear or shred credit offers you receive in the mail, 

bank statements, insurance forms and other 

papers with personal information.

Banking Cars Credit Education Employment Food Healthcare Housing Insurance Internet Investing Phones Identity Shopping Telemarket Travel TV Utilities Wills Index

Fraud Alert

Be on the lookout for these common scams:

Fake Check Scams – you discover the check is 

worthless after you’ve deposited it and wired money 

back to the crook.

Sweetheart Swindles – criminals befriend you 

in online chat rooms or dating sites then request 

money as a favor, accident or travel expenses. 

Auctions – beware of fraudulent sellers and bogus 

merchandise.

Lotteries – don’t fall for foreign lotteries. They’re 

illegal to play and may be a scam.

Advance Fee Loans and Credit – it’s illegal for 

telemarketers to charge a fee in advance for help 

getting a loan.
•	 If you report a debit card missing before it is used,

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 two and 60 days. 

•	 If you have not reported an unauthorized use of a

debit or ATM card within 60 days after your bank

mails the statement documenting the unauthorized 

use, 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. 

Prepaid Cards

Prepaid cards issued by banks and other governmentregulated organizations are a new way for consumers 

to make payments and conduct other financial 

transactions. There are plenty of situations where a 

prepaid card might be the most convenient choice, but 

be sure you understand the key terms and conditions 

BEFORE you buy. Ask these questions when you are 

considering a prepaid card:

•	 What are the possible fees associated with using

the card?

•	 Where can the card be used (online, at ATMs,

outside the U.S.)?

Reputable distributors of prepaid cards will give you 

the terms and conditions in writing or have them 

available on their website. If you don’t understand how 

your card works, ask for help where you purchased 

it, from your employer (if it’s a payroll card), or by 

contacting the customer service number on the card. 

While the federal government does not guarantee 

the same protections for all prepaid cards, many 

“branded” cards voluntarily carry protections that are 

the same as credit and debit cards. Cards with a major 

credit card brand logo provide consumer protections, 

such as replacing lost or stolen cards and re-crediting 

money after unauthorized use of the card. 

To obtain these benefits, you must follow the instructions 

for registering and activating your card. Be sure to record 

your card information, including the customer service 

telephone number on the back of the card, so you can get 

a replacement if yours is lost or stolen. 

If you have a problem with a prepaid card, first contact 

the customer service number. If the problem still isn’t 

resolved, you may want to file a complaint with the 

proper authorities:

•	 For cards issued by retailers, contact the FTC

(p. 114). You may also file a complaint with your 

local consumer protection office (p. 122).

•	 For cards issued by national banks, contact the

Comptroller of the Currency (p. 111).

•	 For cards issued by state banks, contact the

FDIC (p. 113) or state banking authority (p. 139).

3 To call or write an organization, use the directory on page 60.

Protect Your PIN

Beware of shoulder surfers. Be suspicious of 

anyone lurking around an ATM or watching over

your shoulder while you use your card. Some thieves 

even use binoculars or cameras to steal your PIN. If 

you suspect criminal activity, walk away and use a 

different ATM.

before you swipe your debit card

Although both credit cards and debit cards are 

easy ways to pay for your purchases, debit cards 

have some different levels of consumer protection 

and the potential for consumer fees. Debit cards 

are directly connected to your bank account, so 

when you swipe your card make sure that you have 

the money in your account to pay immediately. If 

you don’t have enough money in your account, your 

bank may “loan” the money and pay the overage. 

However they may charge you up to $35 for this 

courtesy, even if the amount they covered was 

for a small dollar amount. There may also be fees 

applied to your card when you use your card with 

your PIN.

Debit cards don’t offer as much protection against 

fraudulent use, or if your card is lost or stolen. 

Also, if you need to dispute a purchase, you are in a 

weaker position because the merchant already has 

the money and it will only be returned if you win the 

dispute.

Another idea to keep in mind is when you use your 

debit card to make reservations for hotels or rental 

cars, a hold is placed on your debit card (and your 

checking account) which can affect your other 

pending transactions. Even if the hold is removed, 

it may take as long as a week to make the funds 

available to you again.
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, certificates of deposit 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, the bank may 

not pay you interest on the money you deposited and 

you may be 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. Make sure your bank is a member

of the Federal Deposit Insurance Corporation (FDIC). 

This organization protects the money in your checking 

and savings accounts, certificates of deposit and IRA 

accounts up to $250,000. For more information, see 

page 113 or visit www.fdic.gov.

Credit unions. A credit union is a nonprofit, 

cooperative financial institution owned and run by its 

members. Like the FDIC does for banks, the National 

Credit Union Share Insurance Fund (NCUSIF) insures 

a person’s savings up to $250,000. 

Convenience. How easy is it to put money in and take 

it out? Are there branches or ATM machines close to

where you work and live? Can you bank by phone or 

Internet? 

If you are considering a checking account or another 

type of account with check-writing privileges, add 

these items to your list of things to think about:

Number of checks. Is there a maximum number 

of checks you can write per month without incurring 

a charge?

Account and check fees. Is there a monthly fee for 

the account or a charge for each check you write? 

Holds on checks. Is there a waiting period for 

checks to clear before you can withdraw the money 

from your account? 

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. 

Bounced checks. It’s your responsibility to have 

sufficient funds in your account to cover checks that 

you write. Your bank will charge you for insufficient 

funds. Bounced checks can also blemish your credit 

record, so you may want to talk to your bank about 

overdraft protection.

Unsolicited Checks And 

Credit Offers

If you cash an unsolicited check you’ve received in 

the mail, you could be agreeing to pay for products 

or services you don’t want or need. In addition, 

those “guarantees” for credit cards or loans, without 

consideration of credit history, are probably a scam. 

Legitimate lenders never guarantee credit. For more 

information on how to identify fraudulent solicitations, 

see page 114 or visit www.ftc.gov. 

Legitimate offers of credit often come in the form of 

“convenience checks,” which credit card companies 

enclose with your monthly statement. However, these 

convenience checks may carry higher fees, a higher 

interest rate and other restrictions. If you don’t want 

them, be sure to shred the checks to protect yourself 

from dumpster divers and identity thieves.

Contact the proper regulatory agency below.

Type of 

Institution

Regulatory 

Agency

State chartered banks 

and trust companies 

Regulated by the Federal 

Deposit Insurance 

Corporation (p. 113) and 

by state banking 

authorities (p. 139).

Banks with National 

in the name or N.A. 

after the name 

Regulated by the 

Comptroller of Currency, 

U.S. Department of the 

Treasury (p. 111).

Federal savings and 

loans and Federal 

savings banks

Regulated by the Office 

of Thrift Supervision, 

Department of the 

Treasury (p. 112).

Federally chartered 

credit unions

Regulated by the 

National Credit Union 

Administration (p. 115).

www.ConsumerAction.gov www.pueblo.gsa.gov 4

good news for gift cards

Under the new Credit Card Accountability 

Responsibility and Disclosure Act of 2009, gift 

cards and other similar cards cannot expire within 

five years from the date they were activated unless 

the expiration date is clearly disclosed. The law 

also prohibits an inactivity fee on gift cards except 

in certain circumstances, such as if there has been 

no transaction for at least 12 months.

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(www.edmunds.com). For more information, visit 

www.where-can-I-buy-a-car-online.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 on a number of websites and in 

printed pricing guides. Consumer Reports offers 

the wholesale 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. For more information, visit 

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 low-value extras such as credit insurance,

extended warranties, auto club memberships, rust 

proofing and upholstery finishes. You do not have to 

purchase credit insurance in order to get a loan. See 

Service Contracts and Extended Warranties (p. 1) 

and Credit Insurance (p. 9).

Buying A Used Car

•	 Learn what rights you have when buying a used car. 

Contact your state or local consumer protection 

office (p. 122).

•	 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. 64) or the Kelley Blue Book 

(www.kbb.com). These guides are usually available 

at local libraries.

5 To call or write an organization, use the directory (p. 60)

CARS

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. 

•	 Check out the seller. For car dealers, check with

your state or local consumer protection agency 

(p. 122) and Better Business Bureau (p. 65). If you’re 

buying from an individual, check the title to make 

sure you’re dealing with the vehicle 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 and compare financing options

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.

• 	Choose an auto insurance policy that is right

for you (p. 27).

Buying A New Car

Do your research first and compare vehicles. Four 

key resources that offer vehicle performance, service 

and safety information are: 

Consumer Reports (www.consumerreports.org), 

Motor Trend (www.motortrend.com), 

Car and Driver (www.caranddriver.com) and 

Edmunds automotive books and network MY DEALERSHIP WENT OUT OF BUSINESS..

WHAT HAPPENS TO MY WARRANTY?

Even if your car dealership has gone out of business, you 

may still have coverage under your warranty. Manufacturer

warranties are still valid and are not affected by dealer 

closures. However, you may have to travel farther to get a 

certified dealer that can honor the warranty. In the event 

that you bought a car from an affected dealership, the 

manufacturer should notify you about where to take your car 

for service. However, if you have a dealership-backed or thirdparty warranty and the dealership goes out of business, your 

warranty may be worthless.
•	 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 do not guarantee 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. 

•	 Ask about the dealer’s return policy. Get

it in writing and read it carefully.

•	 Have the car inspected by your

mechanic. Talk to the seller and 

agree in advance that you’ll pay for 

the examination if the car passes inspection, 

but the seller will pay if significant problems are 

discovered. A qualified mechanic should check the 

vehicle’s frame, tires, air bags and under-carriage, 

as well as the engine.

•	 Examine dealer documents carefully. Make sure

you are buying – not leasing – the vehicle. Leases 

use terms such as a “balloon payment” and “base 

mileage” disclosures.

Dealer Versus

Private Party Purchases

In general, buying from a dealer is a safer option 

because you are dealing with an institution, which 

means you are better protected by law. The Federal 

Trade Commission requires dealers to post a 

Buyer’s Guide in the window of each used car or 

truck on their lot. 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. FTC rules do not apply to 

private-party sales.

Expect to pay higher prices at a dealer than if you 

buy from an individual. Many dealers inspect their

cars and provide an inspection report with each 

car. However, this is no substitute for your own 

inspection. Some dealers provide limited warranties, 

and most sell extended warranties. Watch out for 

dealer warranties that are “powertrain” warranties 

only, and not “bumper-to-bumper,” full-coverage 

warranties. It’s best to compare warranties that are 

available from other sources.

Some dealers provide “certified” cars. This 

generally means that the cars have had a more 

thorough inspection and come with a limited 

warranty. Prices for certified cars are generally 

higher. Be sure to get a list of what was inspected 

www.ConsumerAction.gov 6

GOVERNMENT FUEL ECONOMY WEB PAGES

•	 www.epa.gov/emissweb

is a green vehicle guide that 

can help you identify vehicles 

that are fuel-efficient and have 

clean-running engines. 

•	 Go to www.fueleconomy.gov to 

compare the miles-per-gallon ratings 

of different vehicle models manufactured 

since the mid-1980s. 

• Use www.fueleconomy.gov/feg/save

money.shtml to calculate annual fuel 

estimates.

Replace Tired Tires

Check the tread for wear. While the legal limit is 

 2/32 of an inch of tread depth, consider 

 replacing tires when the tread reaches 

 4/32-inch depth. The small difference 

 in tread can make a big difference in

 braking distance. Buy tires that fit.

 Find the size and type of tire 

 recommended by the manufacturer 

 of your vehicle. 

Maintain proper pressure.

 Keeping your tires properly inflated 

 will improve gas mileage and 

 increase the life of your tires.

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www.pueblo.gsa.gov
and what is covered under the warranty.

Purchasing a car from a private seller may save 

you money, but there are risks. The car could be 

stolen, damaged or still under a finance agreement. 

If a private seller lies to you about the condition of 

the vehicle, you may sue the individual if you have 

evidence and you can find him. An individual is 

very unlikely to give a written warranty.

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. To get the 

best deal, follow these advice points in addition to the 

general suggestions for buying a car (p. 5).

•	 To help you compare leasing versus owning, the

Consumer Leasing Act requires leasing companies 

to give you information on monthly payments and 

other charges. Check out www.leaseguide.com, 

www.leasecompare.com and www.leasesource.com

for information on leases and current deals.

•	 Consider using an independent agent rather than the

dealer. You might find a better deal. Most financial

institutions that offer auto financing also offer 

leasing options.

•	 Ask for details on wear and tear standards. Dings

that you regard as normal wear and tear could 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 included with

the car should be listed on the lease to avoid being 

charged for “missing” equipment later.

The Federal Reserve Board of Governors offers a 

consumer guide to auto leasing at www.federalreserve.

gov/pubs/leasing/.

Recalls, Lemon Laws

And Secret Warranties

Sometimes a manufacturer makes a design or 

production mistake on a motor vehicle. 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 

To call or write an organization, use the directory on page 60.

7

Curb stoning occurs when a dealer has an inferior or 

damaged car he can’t sell on his lot. He gives the car 

to a salesperson to sell through the classifieds, as if 

it were a private party sale. A title history report will 

show that the title recently changed hands and may 

reveal that it is a lemon or an otherwise branded car. 

Be suspicious if the seller’s name is different from the 

name on the title. 

Title washing occurs when scam artists try to sell a 

salvage vehicle by concealing its history of damage 

from a buyer. Although a vehicle’s title should show if 

it has been damaged or salvaged, some states do not 

document titles in the same way as other states. By 

moving a vehicle and its title through several different 

states, con artists try to “wash” out the title branding of 

salvage or damage. The best way to avoid this trick is 

to buy only from reputable dealers and/or to get a title 

guarantee in writing.

the truth about car title loans

Chances are you have seen or heard an ad for a car title loan to help you make ends meet. In a title loan, a consumer in 

need of quick cash uses the car title as collateral for a short term loan. No job or postdated checks are required. Sounds 

simple enough, right? Wrong. 

What the title lenders don’t say in their ads is that you have to turn over your car title and keys when you get the loan. 

They’ll loan you a small fraction of the car value at sky high interest rates— as much as 25% for one month (300% APR) !!! 

At the end of the month you are expected to pay the whole amount back, plus the interest. 

If you can’t pay the loan there are only two options. You could roll the loan over for another month, with more fees and 

interest. However, as the loan amount increases, it becomes almost impossible to repay the debt. The other option is for 

the lender to repossess your car. Unfortunately, there is no federal regulation of title loans now, but some states have 

put some rules in place to regulate the interest charged by these lenders. 

Beware! 

Curb Stoning & Title Washing
1-800-424-9393. Hazards that aren’t listed should be 

reported to your dealer, the manufacturer of the vehicle 

(p. 61), and NHTSA. If a safety-related defect exists, 

the maker must fix it at no cost to you – even if your 

warranty has expired. 

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 that 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. 122) 

to learn whether you have such protections and what 

steps you must take to 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. 

Check your owner’s manual or the 

directory for the auto manufacturer (p. 

61). 

•	 Help other consumers avoid

purchasing your lemon by registering it 

at www.safetyforum.com.

The Center for Auto Safety (p. 117) 

gathers information and complaints 

concerning safety defects, recalls, service 

bulletins and state lemon laws. 

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. 122) 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 customers when they arrive at the counter. If so, 

you could 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 

accidental damage to the vehicle. You might 

also have coverage through your personal auto 

insurance, a motor club membership, or the credit 

card you use to reserve the rental.

•	 Carefully inspect the vehicle and its tires before renting.

•	 Check refueling policies and charges.

•	 Ask the rental company if a deposit is required.

If so, ask for a clear explanation of the deposit 

refund procedures.

www.ConsumerAction.gov www.pueblo.gsa.gov 8

Choose a Safe Vehicle

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

you in a crash. Here are different organizations that perform crash 

tests and rate vehicles: 

•	 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 

factors – emergency handling, braking, acceleration, 

and even driver comfort.

To find out whether a manufacturer has recalled a car for 

safety defects, contact NHTSA (p. 111). 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.

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Repairs

Whenever you take a car to the repair shop:

•	 Choose a reliable repair shop. Family, friends or an

independent consumer rating organization should 

be able to help you. Look for shops that display 

various certifications that are current. You should 

also check out the shop’s record with your state or 

local consumer protection office (p. 122) or Better 

Business Bureau (p. 65). 

•	 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. 122). A consumer guide to auto 

repair is available at http://ftc.gov/bcp/edu/pubs/

consumer/autos/aut13.pdf. 

CAR 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 that 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.

•	 Cannot break into your home or physically threaten

someone while taking the vehicle.

If you know you’re going to be late with a payment, 

talk to the lender to try to work things out. If you and 

the lender reach an agreement, be sure you get the 

agreement in writing. Contact your state or local 

consumer protection office (p. 122) to find out whether 

your state gives you any additional rights.

CREDIT

Like everything else you buy, it pays to comparison 

shop for credit. 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.cardtrak.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 or Washington).

•	 Ask about your plans to have or raise children.

•	 Refuse to consider public assistance income or

regularly received alimony or child support.

•	 Refuse to consider income because of your sex or

marital status or because it is from part-time work 

or retirement benefits.

You Have The Right To: 

•	 Have credit in your birth name, your first name and

9 To call or write an organization, use the directory on page 60.

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 promise 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.
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, marital status or retire, unless the creditor has 

evidence you are unable or unwilling to pay.

•	 Know why a credit application is rejected – the

creditor must give you the specific reasons or tell 

you where and how you can get a copy of the credit 

report they used to determine their rejection, if you 

ask within 60 days.

•	 Have accounts shared with your spouse reported

in both your names.

•	 Know how much it will cost to borrow money.

For additional information on credit, see Buying 

a Home (p. 22) and Cars (p. 5). Other sources of 

information include the HUD Housing Counseling 

Clearinghouse at 1-800-569-4287, the FTC (p. 114), and 

the National Consumer Law Center (p. 120).You have 

the right to a FREE annual Credit Report. 

(See “FREE CREDIT REPORTS” box p. 11)

Credit Cards

Chances are, you’ve received “pre-approved” credit 

card offers in the mail. Examine the fine print carefully 

before you accept any offer for a credit or charge card. 

Look for:

•	 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, which 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. This 

method usually has the lowest finance charges. 

Stay away from offers that use the previous 

balance in calculating what you owe; this method 

has the highest finance charges. Also, don’t forget 

to check if there is a minimum finance charge.

•	 Other fees. Ask about special fees when you 

get a cash advance, make a late payment, or go 

over your credit limit. Some companies charge 

a monthly fee regardless of whether you use 

your card.

The Fair Credit and Charge Card Disclosure Act 

requires credit and charge card issuers to include 

this information on credit applications. The Federal 

Trade Commission (p. 114) offers a wide range of 

free publications on credit and consumer rights 

at www.ftc.gov. The Federal Reserve Board (p. 114) 

provides a free brochure on choosing a credit card and 

a guide to credit protection laws at 

www.federalreserve.gov. 

Comparing Cards

•	 Bank Rate (www.bankrate.com) provides free credit 

card tips and information.

•	 Consumer Action (www.consumer-action.org) has 

a site that features credit card surveys of interest 

www.ConsumerAction.gov www.pueblo.gsa.gov 10

Lost and Stolen

Credit Cards

Immediately call the card issuer 

when you suspect a credit 

or charge card has been 

lost or stolen. 

Once you report the loss 

or theft of a card, you 

have no further 

responsibility for 

unauthorized charges. 

In any event, your 

maximum liability 

under federal law 

is $50 per card.

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rates, fees and other terms from dozens of credit 

cards, as well as free brochures and guides on 

choosing and using credit cards.

•	 Card Web (www.cardweb.com) lists credit cards and 

offers e-mail newsletters for consumers, frequently 

asked questions and online credit card calculators.

•	 Card Ratings (www.cardratings.com) lists and 

reviews credit cards, and offers tips and credit 

card calculators.

Complaints

To complain about a problem with your credit card 

company, call the number on the back of your card 

and try to resolve the problem. If you fail to resolve the 

issue, ask for the name, address and phone number of 

its regulatory agency. See the chart on page 4 to find 

the best federal or state regulatory agency to contact.

To complain about a credit bureau, department store 

or other Federal Deposit Insurance Corporation 

(FDIC) insured financial institution, write to the 

Consumer Response Center (p. 113). You may also file 

a complaint at www.ftc.gov. 

Credit Card Billing Disputes 

Under the Fair Credit Billing Act, you have the right to 

dispute charges on your credit card you didn’t make, are 

incorrect, or for goods or services you didn’t receive.

•	 Send a letter to the creditor within 60 days of the

postmark of the bill with the disputed charge. 

•	 Include your name and account number, the date

and amount of the disputed charge, and a complete 

explanation of why you are disputing the charge.

•	 To ensure it’s received, send your letter by certified

mail, with a return receipt requested.

•	 The creditor or card issuer must acknowledge your

letter in writing within 30 days of receiving it and 

conduct an investigation within 90 days. You do 

not have to pay the amount in dispute during the 

investigation.

•	 If there was an error, the creditor must credit your

account and remove any fees. 

•	 If the bill is correct, you must be told in writing what

you owe and why. You must pay it along with any 

related finance charges.

If you don’t agree with the creditor’s decision, file 

an appeal with the Office of the Comptroller of the 

Currency (p. 111).

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. There are three major credit 

bureaus: Equifax: 1-800-685-1111 or www.equifax.com

– fraud alert 1-888-766-0008; Experian: 1-888-397-3742 

or www.experian.com; TransUnion: 1-800-916-8800 or 

www.transunion.com – fraud alert 1-800-680-7289. 

FICO 

The information in your credit report is used to 

calculate your FICO score, a number generally 

between 300 and 850. The higher your score, the less 

risk you pose to creditors. A high score, for example, 

makes it easier it is for you to obtain a loan, rent an 

apartment, or lower your insurance rate. Your FICO 

score is available from www.myfico.com for a fee. 

Free credit reports do not contain your credit score, 

although you can purchase your credit score when 

you request your free annual credit report through 

www.annualcreditreport.com.

Tips For Building A Better Credit Score

•	 Pay your bills on time. Delinquent payments and

collections negatively impact your score.

•	 Keep balances low on credit cards and other

“revolving credit.” High outstanding debt lowers 

your score.

•	 Apply for and open new credit accounts only as

needed. Don’t open an account just to have a better 

credit mix; it probably won’t raise your score.

•	 Pay off debt instead of moving it around. Owing the

11 To call or write an organization, use the directory on page 60.

bewaRE: offers to skip a PaymenT

If your credit company invites you to skip a monthly 

payment without a penalty, it is not doing you a favor. 

You will still owe finance charges on your unpaid 

balance. And interest could be adding up on any 

purchases you make after the due date you skipped.

free credit reports

You can request a free credit report every year from 

the three major credit reporting agencies— Equifax, 

Experian and Transunion. You may want to request your 

credit reports one at a time every four months so you 

can monitor your credit throughout the year, without 

having to pay for a report. (If you ask the credit bureaus 

directly, they will charge you a fee to obtain your report). 

To order your free report, you must go through www.

annualcreditreport.com or call 1-877-322-8228.
same amount, but having fewer open accounts may 

lower your score.

You don’t rebuild your credit score; you rebuild your 

credit history. Time is your ally in improving credit. 

There is no “quick fix” for a bad credit score, so 

suspect any deals that offer you a fast, easy solution.

Negative Information In Your Credit 

Report

Negative information concerning your use of credit 

can be kept in your credit report for seven years. A 

bankruptcy can be kept for 10 years, and unpaid tax 

liens for 15 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. Inquiries remain on your 

report for two years.

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 credit 

reporting agency 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. 

If there is inaccurate or incomplete information in your 

credit report:

•	 Contact the credit reporting agency (CRA) and the

company that provided the information to the CRA.

•	 Tell the CRA in writing what information you believe

is inaccurate.

Under The Fair Credit Reporting Act, the information 

provider is required to investigate and report the 

results to the CRA. If the information is found to be 

incorrect, it must notify all nationwide CRAs to 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. 

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.

•	 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. 122).

Dealing With Debt 

The Fair Debt Collection Practices Act applies to 

those who collect debts owed to creditors for 

www.ConsumerAction.gov www.pueblo.gsa.gov 12

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CREDIT CARD RESPONSIBILITY & 

DISCLOSURE ACT Of 2009

The Credit CARD Act has a sweeping effect on 

consumers in the areas of annual percentage rates, 

fees, and disclosure. The law: 

•	 Limits card issuers’ ability to increase the APR on

transferred balances during the first year that the 

account is opened.

•	 Restricts card issuers from applying new (higher)

interest rates to the existing card balances.

•	 Requires companies to inform consumers of rate

increases or other significant changes at least 45 

days in advance. 

•	 States that teaser rates must stay in effect for at least

6 months.

•	 Requires issuers to mail monthly statements at least

21 days before payment is due.

•	 Makes new disclosure statements clear and more

timely.

•	 Mandates that monthly credit card statements must

prominently display the due date and potential late 

fees, as well as the interest you have paid during the 

current year, the monthly payment required to pay off 

the existing balance, and warn consumers about the 

costs of making only the minimum payments.

•	 Requires credit card issuers to post their standard

card agreements on the Internet.

•	 Sets a consistent due date for card payments each

month. If the due date falls on a holiday or weekend, 

the deadline is considered the next business day.

•	 Restricts the penalties that card issuers can charge

for going over the credit limit. 

•	 Prohibits cards issuers from issuing cards to

consumers under 21 unless they have a co-signer or 

can demonstrate that they have independent means 

to repay the card debt.
Debt Management Assistance

Several national nonprofit organizations also provide 

information and assist people with debt problems.

•	 American Consumer Credit Counseling. Visit 

www.consumercredit.com or call 1-800-769-

3571.

•	 InCharge Institute of America. Visit 

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

•	 Money Management International.

Visit www.moneymanagement.org

or call 1-866-889-9347.

•	 Myvesta. Visit www.myvesta.org .

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 am or after 9 pm, 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 with threats to harm you, profane

language or repeated telephone calls.

•	 Make any false statement, or claim that you will

be arrested.

•	 Threaten to have money deducted from your

paycheck or to sue you, unless the collection agency 

or creditor intends to do so and it is legal.

To file a complaint, contact your state or local 

consumer protection agency (p. 122) and the Federal 

Trade Commission (p. 114).

Out of Control Debt

Counseling services are available to help people 

budget money and pay bills. Credit unions, NIFA 

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 

Credit Counseling (NFCC), an organization that 

supports a national network of credit counselors.

Typically, a counseling service will negotiate lower 

payments with your creditors and then make the 

payments using money you send to them each month. 

The cost of setting up this debt-management 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 debt-management 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 could be the one getting set up. 

13 To call or write an organization, use the directory on page 60.

be alert: “credit repair” scams

Before you sign up for fee-based credit repair services, 

beware. Many of the promised services are either illegal

or provide services you can do for free by yourself. 

Before you sign up to work with these companies, here 

are some tidbits to keep in mind:

•	 A credit repair company must give you a copy of the

“Consumer Credit File Rights under State and Federal 

Law” before you sign a contract. 

•	 The company cannot perform any services until you

have signed a written contract and completed a three 

day waiting period, during which time you can cancel 

the contract without paying any fees.

•	 They cannot charge you until they have completed

the promised services, under the Credit Repair 

Organizations Act. 

•	 It is illegal to erase timely and accurate negative

information contained in your credit history. 

•	 Suggestions that you create a new credit history (also

called file segregation) by requesting an Employer 

Identification Number from the IRS are also illegal.

•	 You can work to solve your own credit challenges, by

requesting a free copy of your credit report through 

annualcreditreport.com, and by working with creditors 

to dispute incorrect information. 
debt collection: Know your rights

If you have been contacted by a debt collection 

agency, you still have rights under the FTC’s Fair 

Debt Collection Practices Act. If a collection agency 

contacts you, remember:

•	 Collection agencies can not contact you before 8 am

or after 9 pm

•	 They cannot contact you at your place of

employment.

•	 If you want the collector to stop contacting you,

send a letter to the agency via certified mail to stop 

contact. This action, however, will not cancel the 

debt.

•	 If you have an attorney representing you about your

debt, the agency must contact the attorney, not you.

•	 Within 5 days of contacting you, a collection agency

must send you a written notice telling you how much 

you owe.

Some practices are strictly prohibited. Debt collectors 

may not:

•	 Harass.

•	 Threaten harm.

•	 Make false claims, such as representing that they

work for credit reporting companies or misrepresent 

the amount of money you owe.

•	 Say that you will be arrested if you don’t pay the debt.

•	 State that they are taking legal action if they don’t

intend to do so.

For more information about your rights or to file a 

complaint, contact your state’s attorney general (page 

122) or the FTC.

Payday And Tax Refund Loans

Payday loans are illegal in some states. Recent 

changes in the law for payday lenders have also 

made payday loans illegal for members of the 

military. 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! If you 

can repay the loan quickly, it may not appear such 

a bad deal. But if you can’t pay off the loan quickly, 

that relatively small loan can grow into a large 

amount of debt. At 390 percent, a $100 loan will 

become $490 in a year and $2,401 in two years.

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 – for a fee. 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.

•	 How will the debt management plan work? What

debts can be included in the plan and will you get 

regular reports on your accounts?

•	 Ask if the counselor can get creditors to lower or

eliminate interest and fees. If the answer is yes, 

contact your creditors to verify this.

•	 Ask what happens if you can’t afford to pay. If an

organization won’t help you because you can’t afford 

to pay, go somewhere else for help.

•	 Will your counselor help you avoid future problems?

Getting a plan for avoiding future debt is as 

important as solving the immediate debt problem.

•	 Ask for 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 

(p. 160) or the Association of Independent 

Consumer Credit Counseling Agencies. 

Check with your local consumer protection agency 

(p. 122) and the Better Business Bureau (p. 65) to see 

if any complaints have been filed about the 

counseling service you’re considering.

If you have concerns about approved credit 

counseling agencies or credit counseling providers, 

please contact the U.S. Trustee Program, visit 

www.usdoj.gov/ust or call 202-514-4100.

Personal Bankruptcy

Bankruptcy generally is considered the debt 

management option of last resort because the results 

are long lasting and far reaching. The Bankruptcy 

Abuse and Prevention Act of 2005 established more 

stringent rules for consumers and attorneys. 

The filing process may be difficult for debtors:

•	 Debtors must file documents including itemized

statements of monthly net income, proof of income 

(pay stubs) for the last 60 days, and tax returns for 

the preceding year (four years for Chapter 13).

•	 Debtors must take a pre-filing credit counseling

and post-filing education course to have debts 

discharged.

•	 Debtors face increased filing fees, plus fees for

credit counseling/education.

•	 The bankruptcy petition and process are more

complicated, so it’s very difficult to file without 

an attorney.

The filing process for lawyers:

•	 An attorney’s signature on a petition certifies

that the attorney has performed reasonable 

investigation into circumstances giving rise to the 

www.ConsumerAction.gov www.pueblo.gsa.gov 14

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are available. 

High schools often hold free seminars on choosing and 

paying for college. 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, such as 529 

plans.

Student Financial Aid

Student Financial Aid is available from a wide variety 

of sources including the federal government, individual 

states, directly from colleges and universities, as well as 

from numerous other public and private agencies and 

organizations. Whatever the source, all forms of college 

aid fall into four basic categories:

•	 Grants. Gift aid that does not have to be repaid and is 

generally awarded according to financial need.

•	 Work Study. The Federal Work-Study Program (FWS) 

is a federally funded source of financial assistance 

used to offset financial education costs. Students 

who qualify earn money by working on campus while 

attending school. The money does not have to be 

repaid.

•	 Loans. Funds that are borrowed and must be repaid 

with interest. As a general rule, educational loans have 

more favorable terms and interest rates than traditional 

consumer loans.

•	 Scholarships. Offered by the school, local/community 

organizations, private institutions and trusts, 

scholarships do not have to be repaid and 

are generally awarded based on specific criteria.

15 To call or write an organization, use the directory on page 60.

Federal Student Aid

Many helpful publications are available at

www.studentaid.ed.gov/pubs or you can call 1-800-433-

3243.

The federal government’s direct loan website, www.dl.ed.gov,

includes a servicing center.

The U.S. Department of Labor’s Occupational Outlook 

Handbook, www.bls.gov/oco provides information on 

various careers and their earning potential.

The U.S. Department of Education’s site, www.edu.gov, 

offers several financial aid guides for consumers.

The National Association of Student Financial Aid 

Administrators provides a “Cash for College Guide” with 

advice, tips and information on financing your education at 

www.nasfaa.org .

petition.

•	 Attorneys must carefully review documents such as

tax returns and pay stubs, as well as ask clients for 

credit reports.

•	 Attorneys are more apprehensive about sanctions.

LOANS

Home Equity Loans

A home equity loan could be a smart way to pay 

off high-interest debt or pay for home repairs. But 

consider carefully before taking out a home equity 

loan. If you are unable to make payments on time, 

you could lose your home.

Home equity loans can either be a revolving line 

of credit or a lump sum. Revolving credit lets you 

withdraw funds when you need them. A lump sum 

is a one-time, closed-end loan 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.

Please see the Housing section (p. 21) for helpful 

information about buying, leasing, renting or 

repairing a home.

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, 

including: 

•	 The dollar amount you are borrowing.

•	 The payment amounts and when they are due.

•	 The total finance charge, including all 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.

The Truth in Lending Act requires lenders to give you 

this information so you can compare different offers.

FINANCING YOUR EDUCATION

Paying for College 101

There’s no way around it. A college education is 

expensive, especially if you or your child goes to a 

private school. How much it will cost depends on the 

college you choose. Once you’ve narrowed your choice 

of college, contact them to find out how much the total 

cost will be and what scholarships and financial aid 
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www.ConsumerAction.gov www.pueblo.gsa.gov 16

Federal Student Aid Information Center

The Federal Student Aid Information Center (FSAIC) 

can answer your federal student financial aid 

questions and can give you all the help you need for 

free. You can also use the FSAIC automated response 

system to find out if your Free Application for Federal 

Student Aid (FAFSA) application has been processed 

and to request a copy of your Student Aid Report 

(SAR). For FSAIC contact information, see page 104.

EMPLOYMENT

Times have changed with job-searching, and there are 

numerous websites now available that post jobs for 

private industry. Many companies also offer a way to

apply online. However, these sites and new methods 

do not replace traditional and proven job-hunting 

approaches such as networking, personal contacts, 

business organizations and interviewing.

Employment Agencies

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

from employment agencies 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.

•	 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. 122) 

Beware: Scholarship and

Financial Aid Scams

Scholarships and financial aid do not require upfront 

fees. While there are legitimate companies who 

will help guide you through the financial aid and 

college application process for a fee, disreputable 

companies may ask you for money up-front and 

provide nothing in return. Red flags to watch out for 

include the following:

A “money-back guarantee” to secure a scholarship. 

Don’t believe it. Unscrupulous companies attach 

conditions that make it impossible to get the refund. 

“Secret scholarships.” If a company claims to have 

inside knowledge of scholarship money, they’re 

lying. Information on scholarships is available freely 

to the public. Ask your librarian or school counselor.

Telling students they’ve been selected as “finalists” 

for awards. If they ask for an up-front fee, head for 

the nearest exit. 

Asking for a student’s checking account to “confirm 

eligibility.” If they want bank account information 

or your credit card number to confirm or reserve a 

scholarship, it’s a scam.

Quoting a relatively small “monthly” or “weekly” fee. 

Then asking for authorization to debit your checking 

account for an unspecified length of time. Ongoing 

fees are a sure sign of a scam.

Unsolicited offers. Whether it’s an e-mail, phone 

call, or it arrived in your mailbox, if you didn’t request 

the information, ignore the offer.

Diploma Mills

If you’re ever tempted by an e-mail or ad claiming you 

can “earn a degree based on life experience,” don’t 

fall for it. Any company that offers degrees for a flat 

fee and requires little course work is a diploma mill. 

If your school is not recognized as an accredited 

institution by the Secretary of Education, you may 

not be able to receive financial aid and employers 

won’t recognize it. 

To check on a school’s accreditation by the 

Department of Education, visit 

www.ope.ed.gov/accreditation or search the 

Council for Higher Education Accreditation’s 

database at www.chea.org/search. 
MYSTERY SHOPPER JOBs

Mystery shopper jobs can seem like an easy and

lucrative way to earn money. However, many frauds are 

based on these types of jobs. According to the FTC, 

some scams require you to pay a fee for the privilege of 

working for that company. Other companies will send 

you a fake cashier’s check to deposit; then they will 

instruct you to send the majority of the money to some 

other address and to use only a small amount for your 

shopping trip. However, when the bank figures out that 

the check is not legal, you will be liable for repaying.

Some rules to keep in mind: 

•	 Reputable companies will not ask you to pay a fee to

work for them as a shopper.

•	 Don’t deposit cashier’s checks you receive out of the

blue from companies you don’t know. 

•	 Be skeptical of advertisements for mystery

shoppers.

•	 Beware of companies selling directories of mystery

shopping jobs. You can get reliable information 

from bookstores, libraries, or the Mystery Shopping

Providers Association (www.mysteryshop.org).

•	 Mystery shopper jobs pay modestly. They are a parttime job at best, and the company will only send 

your pay only after you have completed a job and 

evaluation form.

and the Better Business Bureau (p. 65) to see if any 

complaints have been filed about a company. 

The Federal Trade Commission (p. 114) sues 

businesses that fraudulently advertise employment 

openings and guarantee job placement. Contact the 

FTC if you have a complaint.

Work-At-Home Companies

Not all work-at-home opportunities deliver on their 

promises. Some classic work-at-home schemes are 

medical billing, envelope stuffing and assembly or 

craftwork. Ads for these businesses say, “Be part 

of one of America’s Fastest Growing Industries. 

Earn thousands of dollars a month from your home!” 

Legitimate work-at-home program sponsors should 

tell you, in writing, what’s involved in the program 

they are selling. Here are some questions you might 

ask a promoter:

•	 What tasks will I have to perform? (Ask the

program sponsor to list every step of the job.)

•	 Will I be paid a salary or will my pay be based

on commission?

•	 Who will pay me?

•	 When will I get my first paycheck?

•	 What is the total cost of the work-at home program,

including supplies, equipment and membership 

fees? What will I get for my money?

The answers to these questions may help you determine 

whether a work-at-home program is appropriate for your 

circumstances and whether it is legitimate.

Multi-Level Marketing 

Some multilevel marketing plans are legitimate. 

However, others are illegal pyramid schemes. In 

pyramids, commissions are based on the number 

of distributors recruited. Most of the product sales

are made to these distributors, not to consumers in 

general. The underlying goods and services, which 

vary from vitamins to car leases, serve only to make 

the schemes look legitimate. Most people end up with

nothing to show for their money except the expensive 

products or marketing materials they were pressured 

to buy.

If you’re thinking about joining what appears to be a 

legitimate multilevel marketing plan, take time to learn 

about the plan.

•	 What is the company’s track record?

•	 What products does it sell?

•	 Does it sell products to the public-at-large?

•	 Does it have the evidence to back up the claims

it makes about its product?

•	 Is the product competitively priced?

•	 Is it likely to appeal to a large customer base?

•	 How much does it cost to join the plan?

•	 Are monthly minimum sales required to earn

a commission?

•	 Will you be required to recruit new distributors to

earn your commission?

17 To call or write an organization, use the directory on page 60.
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Net-Based Business Opportunities

The Federal Trade Commission says that many 

Internet business opportunities are scams that 

promise more than they can possibly deliver. The 

companies lure would-be entrepreneurs with false 

promises of big earnings for little effort. Some tips to 

finding a legitimate opportunity:

•	 Consider the promotion carefully.

•	 Study the business opportunity’s franchise

disclosure document. 

•	 Get earnings claims in writing and compare them

with the experience of previous franchise and 

business opportunity owners. 

•	 Visit previous franchise and business opportunity

owners in person, preferably at their place of business. 

•	 Check out the company with the local consumer

protection agency (p. 122) and Better Business 

Bureau (p. 65). See if there is any record of 

complaints. 

•	 If the business opportunity involves selling products

from well-known companies, verify the relationship 

with the legal department of the company whose 

merchandise would be promoted. 

•	 Consult anattorney, accountantorotherbusiness advisor

before you put any money down or sign any papers. 

•	 Take your time. Promoters of fraudulent business

opportunities are likely to use high-pressure 

sales tactics to get you to buy in. If the business 

opportunity is legitimate, it will still be around when 

you’re ready to decide.

FOOD AND NUTRITION

Healthy Food Choices

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.

Food Safety

Food safety in the home revolves around three main 

functions: food storage, food handling and cooking. 

Most experts agree that practicing a few simple rules

focused on cleaning, separating, cooking and chilling 

can prevent most foodborne illness in the home. 

The website www.foodsafety.gov is your gateway 

to government food safety information, including 

publications you can download or request. You can 

also visit www.recalls.gov for the latest food safety 

alerts and recalls.

For more information, here are some additional 

resources:

•	 Centers for Disease Control and Prevention (p. 

105).

•	 FDA’s Food Information and Seafood Hotline 

1-888-SAFEFOOD.

•	 Partnership for Food Safety Education at

www.fightbac.org, the online resource for Fight 

BAC! With food safety and safe food handling 

information.

•	 U.S. Department of Health and Human Services

(p. 105).

•	 USDA Food Safety and Inspection Service, 

www.fsis.usda.gov.

•	 USDA Meat and Poultry Hotline 1-888-674-6854.

Weight Loss

The only proven way to help you lose weight is to 

burn more calories than you consume. 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.

Avoid fad diets and other weight loss programs that 

promise fast results or limit your food choices. Ask 

yourself the following:

•	 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 

www.ConsumerAction.gov www.pueblo.gsa.gov 18

Food for Thought

Check out these resources for advice, tips and 

education on food shopping and nutrition:

•	 U.S. Department of Agriculture (p. 102);

•	 The Food and Drug Administration

(p. 106).

•	 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).
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 get all your nutrients.

•	 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. 114).

HEALTH CARE

For information on healthcare plans, see page 28.

Thousands of resources are now available to help 

you make health care decisions. Be wary of websites 

sponsored by companies that are trying to sell you a 

particular treatment. It’s better to contact reputable 

associations or visit sites run by government agencies 

and 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.medlineplus.gov) provide 

information on health issues, health care programs, 

and organizations.

Intelihealth (www.intelihealth.com) offers 

information and advice from the Harvard 

Medical School.

HealthMetrix Research, Inc.

(www.MedicareNewsWatch.com) offers a quick 

reference to programs available in your local area.

Mayo Clinic (www.mayoclinic.com) offers an index 

of diseases and much more.

Medical Library Association (www.mlanet.org) 

links to websites suggested by librarians.

Mental Help Net (www.mentalhelp.net) links to a 

broad range of mental health topics.

Choosing A Doctor

When searching for a primary care doctor, dentist, 

specialist or other healthcare 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. 122).

•	 Research whether they are board-certified in the

appropriate specialty. Visit www.ama-assn.org and 

www.abms.org for more information.

•	 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 

19 To call or write an organization, use the directory on page 60.

acai berry fraud

Beware of companies that are marketing acai berry 

products as miracle food to help you lose weight, 

fight wrinkles, cancer, and heart disease. Although 

the berries have valuable antioxidant properties, it is 

not a miracle food. Key signs to look for are the use 

of celebrity names to market the products with online 

ads that offer free trials and the use of exaggerated 

claims. However these free offers turn into pricy 

subscriptions that usually are difficult to cancel. The 

BBB recommends checking the seller out first or go to 

your local health food store to buy acai berry products. 
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by fertility clinics at www.cdc.gov. Some states also 

collect and post data on the success of heart-bypass 

surgery.

•	 Check whetherthere have been any complaints or

disciplinary actions taken. Visit www.docboard.org and 

www.healthcarechoices.org for more information.

There are also pay-for-use sites with similar information 

including www.QuestionableDoctors.org, 

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

Visit www.healthfinder.gov for more advice on 

identifying providers.

Filing A Complaint

If you have a complaint about the medical services you 

received from a physician, you may file a complaint 

with your State Medical Board. For a complete

directory from the Federation of State Medical Boards,

visit www.fsmb.org/directory_smb.html. You can also 

call the Federation at 817-868-4000 to get the phone 

number of your state medical board.

Choosing A Healthcare Facility

Report cards on the Internet can 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 (JCAHO) 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 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 or call 

1-800-MEDICARE (633-4227).

•	 Eldercare Locator (www.eldercare.gov) provides 

information and referral services for those seeking 

local and state support resources for the elderly. 

See page 105.

•	 The American Association of Homes and Services 

for the Aging (www.aahsa.org) is a trade group that 

represents many nonprofit facilities (p. 156).

•	 The Assisted Living Federation of America 

(www.alfa.org) represents both for-profit and nonprofit assisted-living facilities. Phone: 703-691-8100.

•	 The Commission on Accreditation of Rehabilitation 

Facilities (www.carf.org) gives its seal of approval to 

qualifying facilities. Phone: 1-888-281-6531.

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. Many insurance companies use a

multi-tier co-payment plan for prescription drugs. Be 

sure to ask before filling the prescription.

•	 Consider using a mail-order or online pharmacy,

especially if you will be taking a drug for a long time. 

They often charge less.

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 

www.ConsumerAction.gov www.pueblo.gsa.gov 20

Examine Your Local 

Medical Facilities

Get statistics on medical 

facilities at these sources:

www.hcup.ahrq.gov – is a free 

on-line query system that provides 

access to health statistics and information on 

hospital stays at the national, regional, and state level.

www.usa.gov – offers information on health 

facilities in your area and health by age group.

www.aha.org – is the website of the American 

Hospital Association.

www.citizen.org – links to a public interest 

organization that provides information on medical 

board disciplinary actions.
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 847-391-4406.

An online pharmacy should offer you access to a 

registered pharmacist who can answer any questions 

you might have about drug interactions, side effects 

and other safety precautions. Be wary of sites that:

•	 Sell drugs without a prescription.

•	 Sell drugs not approved by the FDA.

•	 Advertise quick cures.

•	 Tell stories of “amazing results”.

If you suspect a site is not a licensed pharmacy, 

report it and any complaints to the Food and 

Drug Administration (p. 106) at www.fda.gov/oc/

buyonline/buyonlineform.htm.

Want to know the side effects of a particular 

medication? Curious whether a drug has been 

approved by the Food and Drug Administration? For 

answers to these questions and other information 

on approved prescription, over-the-counter and 

discontinued drugs, visit www.accessdata.fda.gov/

scripts/cder/drugsatfda. For general drug information, 

you can also contact the FDA (p. 106).

Medicare Prescription 

Drug Coverage

Medicare offers prescription drug coverage to help

you get the prescription drugs you need. Everyone 

with Medicare can join a drug plan 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, contact the Centers for 

Medicare and Medicaid Services (p. 106).

HOUSING

The U.S. Department of Housing and Urban 

Development (p. 108) 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 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.

If, in your housing search, you believe you are being 

discriminated against on the basis of your race, color, 

21 To call or write an organization, use the directory on page 60.

MEDICARe FRAUD

Medicare fraud can occur when someone steals

your Medicare number to obtain medical care, buy

medication, or submit fake billings to Medicare in your

name. Here are some ways that you can stop Medicare

fraud:

•	 Guard your Medicare and Social Security numbers

•	 Only give your Medicare number to your physician or

other approved Medicare providers

•	 Hang up the phone on telemarketers that pretend

to be from Medicare or conducting a health care

survey and request your Medicare or Social Security

number.

•	 Be suspicious of offers for free medical service in

exchange for your Medicare number; if it is free they

don’t need your Medicare number.

•	 Review your Medicare statements to make sure that

your account was not billed for services that you 

did not receive. Report questionable charges to 

Medicare at 1-800-633-4227.

•	 For more tips on preventing Medicare fraud, visit

www.stopmedicarefraud.gov

If you suspect that you have been the victim of 

Medicare fraud, contact the Inspector General at

1-800-447-8477 or by email at HHSTips@oig.hhs.gov.
nationality, religion, sex, familial status, or disability, 

contact HUD’s Office of Fair Housing (p. 108).

Buying A Home

Buying a home is one of the most complex financial 

decisions you’ll ever make. In addition to the financial 

and legal issues involved, real estate agents and 

lenders may not be acting in your best interests.

•	 Real estate agents represent the seller, not the buyer. 

Consider hiring a buyer’s agent who works for you, 

not the seller. 

•	 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.

Mortgages

When shopping for a home mortgage, make sure you 

obtain all of the relevant information:

•	 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 shortestterm 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.

Type of 

Mortgage

Fixed-rate and adjustable-rate mortgages are the two main types of mortgages, but 

there is a wide variety of other mortgage products available. Below are pros and cons 

of just a few of the mortgage products you may want to consider.

Pros Cons

Fixed-rate mortgage No surprises. The interest rate stays the same 

over the entire term, usually 15, 20 or 30 years.

If interest rates fall, you could be stuck paying 

a higher rate.

Adjustable-rate (ARM) or

variable-rate mortgage

Usually offers a lower initial rate of interest 

than fixed-rate loans.

After an initial period, rates fluctuate over the 

life of the loan. When interest rates rise, 

generally so do your loan payments.

FHA (Federal Housing 

Administration) loan

Allows buyers who may not qualify for a home 

loan to obtain one. Low down payment. The size of your loan may be limited.

VA loan

Guaranteed loans for eligible veterans, active 

duty personnel and surviving spouses. Offers 

competitive rates, low or no down payments.

The size of your loan may be limited.

Balloon mortgage

Usually a fixed rate loan with relatively low 

payments for a certain period of time 

(about 5-7 years).

After an initial period, the entire balance of 

the loan is due immediately. This type of loan 

is risky.

Interest-only

Borrower pays only the interest on the loan, 

in monthly payments, for a fixed term 

(about 5-7 years).

After an initial period, the balance of the loan is 

due. This usually means much higher payments, 

paying a lump sum or refinancing.

www.ConsumerAction.gov www.pueblo.gsa.gov 22

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•	 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.

There is a long list of sources for mortgages loans: 

mortgage banks, mortgage brokers, banks, thrifts and 

credit unions, home builders, real estate agencies and 

Internet lenders. 

Reverse Mortgages

A reverse mortgage, or a home equity conversion 

mortgage (HECM) is a special type of home loan

for homeowners over the age of 62 that lets you 

convert the equity in your home into cash. As the 

homeowner, you do not have to pay back the loan and 

interest for as long as you live in your home. The loan 

and interest is repaid only when the you die, sell your 

home or permanently move out of your house. These 

mortgages can help homeowners who are house-rich, 

but cash-poor, stay in their homes and meet your 

financial needs. 

Seniors should beware that there can be aggressive 

lending practices, advertisements that refer to the 

loans as ”free money” or fail to disclose the fees or 

terms of the loan. To protect yourself, remember:

• Do not respond to unsolicited advertisements.

• Be suspicious of anyone claiming that you can own a

home with no down payment.

• Do not sign anything you do no fully understand.

•	 Seek out your own reverse mortgage counselor.

There are three types of reverse mortgages: 

federally-insured reverse mortgages, proprietary 

reverse mortgages and single-purpose reverse 

mortgages. As with any mortgage it is important 

to be a savvy consumer and shop for the best deal. 

For more information on reverse mortgages, check the 

directory for the following resources:

•	 The Federal Trade Commission (p. 114).

•	 The Department of Housing and Urban

Development (p. 108).

•	 AARP (p. 117).

23 To call or write an organization, use the directory on page 60.

Mortgage & FORECLOSURE SCAMS

•	 Lease-back or rent to buy scams- You are asked 

to “temporarily” transfer the title to your home over 

to the scam artist who promises to obtain better 

financing for your mortgage and allow you to stay in 

your home as a renter with the option to purchase the 

home back. However, if you do not comply with the 

terms of the rent-to-buy agreement you will lose your 

money and be evicted like any other tenant. 

•	 Fake “government” modification programsThese scams claim to be affiliated with the 

government or require that you pay high fees in order 

to benefit from government modification programs. 

Remember that you do not have to pay any fees 

to participate in government approved programs. 

Some frauds may even use words like “federal” or 

“government-approved” or acquire website names 

that make consumers think they are associated with 

the government.

•	 Refinance fraud- The scam artists offers to be an 

intermediary between you and your mortgage lender 

to negotiate a loan modification. They may even 

instruct you to make payments directly to them that 

the scammer will send to the lender. However the 

scam artist will not forward the payments on to your 

lender and you could still lose your home.

•	 “Eliminate your debt” claims- Some companies 

may make false legal claims that you are not required 

to repay your mortgage or that they know of “secret 

laws” that can eliminate your debt. Do not believe 

these claims.

•	 Refinance scams- You are encouraged to sign 

“foreclosure rescue” loan documents to refinance 

your loan. In reality, you have surrendered ownership 

of your home because the loan documents are 

actually deed transfer documents. You may falsely 

believe that your home has been saved from 

foreclosure until you receive an eviction notice 

months or even years later.

Protect yourself from Mortgage & 

Foreclosure Scams

•	 Contact your lender or mortgage servicer first.

•	 Make all mortgage payments directly to your lender or

mortgage servicer.

•	 Do not trust anyone to make mortgage payments for

you and do not stop making payments.

•	 Do not sign over ownership to anyone without

consulting a lawyer that you select.

•	 Contact reputable housing counselors through HUD.

•	 Do not pay large up-front fees.

•	 Get all promises in writing.
The Real Estate Settlement Procedures Act (RESPA) 

requires lenders to give you information on all closing 

costs and escrow account practices. Any business 

relationships between the lender and closing service 

providers or other parties to the transaction must 

also be disclosed. Many of the fees are negotiable.

More information is available from the Federal Trade

Commission (p. 114), the Federal Reserve System 

(p. 114), and the Department of Housing and Urban 

Development (p. 108).

For more information on home buying and mortgages, 

visit www.hud.gov or www.fanniemae.com, or call 

Fannie Mae at 1-800-732-6643 (consumer resources).

The Mortgage Bankers Association has more

information at www.homeloanlearningcenter.com.

Avoiding Foreclosure

If you miss your mortgage payments, foreclosure may 

occur. This is the legal means your lender can use 

to repossess your home. If you owe more than your 

property is worth, a deficiency judgment is pursued. 

Both foreclosures and deficiency judgments have 

a negative impact on your future credit. You should 

avoid foreclosure if at all possible.

These steps can help:

•	 Do not ignore the letters from your lender. If you’re

having problems making your payments, call or 

write to your lender’s Loss Mitigation Department

without delay. Explain your situation. Be prepared 

to provide them with financial information, such as 

your monthly income and expenses. Without this 

information, they may not be able to help.

•	 Stay in your home for now. You may not qualify

for assistance if you abandon your property. For 

example, the Hope for Homeowners program 

only offers 30-year fixed-rate mortgages to owner 

occupiers.

•	 Contact a HUD-approved housing counselor.

Call 1-800-569-4287 or TDD 1-800-877-8339 for the 

housing counseling agency nearest you. These 

agencies are valuable resources. 

• 	Contact Making Home Affordable for help. Call

1-888-995-4673 to talk to a HUD-approved credit 

counselor who will guide you through your options 

for free.

They frequently have information on services and 

programs offered by government agencies as well as 

private and community organizations that could help 

you. The housing counseling agency may also offer 

credit counseling. These services are usually free 

of charge.

For more information, resources are available at the 

following agencies:

•	 The U.S. Department of Housing and Urban

Development (p. 108).

•	 The Federal Trade Commission (p. 114).

Additional advice, resources and tips for homeowners 

can be found under Home Equity Loans (p. 15), 

Insurance (p. 29), and Home Repairs (p. 25).

www.ConsumerAction.gov www.pueblo.gsa.gov 24

MAKING HOME AFFORDABLE

Making Home Affordable is a critical tool to stabilize

the housing market. This program can help two 

groups of people refinance their homes:

•	 Those with a Fannie Mae or Freddie Mac loan and

who have experienced a decrease in their home 

value

•	 Those who can no longer afford their mortgages

due to an increase in their interest rate or a loss of 

income. 

Visit www.makinghomeaffordable.gov to find out if 

you are eligible. Use their self assessment tools and 

calculators.

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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.

Before Choosing A Lender, Do Your Research:

Get recommendations: Ask friends and family 

members for suggestions, especially if they’ve recently 

obtained a loan.

Check credentials: Mortgage bankers are regulated by

either your state’s department of banking or division 

of real estate. Check with the one appropriate to your 

state to see if a lender is in good professional standing. 

Mortgage brokers may be state regulated or not. If not,

check with the local chapter of the Mortgage Brokers

Association of America or the Better Business Bureau 

to see if their record is clean. 

Do your homework: Learn about typical mortgages and 

ask a question when something looks amiss; a broker 

may be trying to pad closing costs or other fees at your 

expense.

Be cautious online: There are plenty of attractive deals 

online, but first make sure you’re dealing with a reliable 

broker or lender.
Moving Companies

Not all moving companies are the same. Although 

many are legitimate, there are some who attempt to 

take advantage of their clients. Follow these guidelines 

to help you choose the right mover: 

Get a written estimate from several movers. Be 

wary of very low estimates. Some companies use 

the low price to get a contract and later ask for more 

money before they will remove your belongings from 

their truck.

Make sure the mover has an operating license.

For moves from one state to another, visit 

www.protectyourmove.gov to verify a mover’s license. 

For moves within a state, check your state, county or 

local consumer affairs agency (p. 122).

Make sure the mover has insurance. If furniture 

is damaged during the move, the mover’s insurance 

should cover it. Ask how to file a complaint if there are 

limits to the coverage.

Check the mover’s track record. Contact your state 

or local consumer protection agency (p. 122) or Better 

Business Bureau (p. 65) to see if there is a history of 

complaints.

If you have a dispute with a moving company, you can 

file a complaint with the Federal Motor Carrier Safety

Administration by calling 1-800-832-5660 or by visiting 

www.fmsca.dot.gov.

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 with your state 

or local consumer protection agency (p. 122) or 

Better Business Bureau (p. 65).

• 	Make sure the contractor meets licensing and

registration requirements. Your state or local 

consumer protection agency (p. 122) 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.

•	 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 (see page 11).

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.

25 To call or write an organization, use the directory on page 60.
•	 Pressures you for an immediate decision.

•	 Can only be reached by leaving messages with

an answering service.

•	 Drives an unmarked van.

•	 Has out-of state license plates.

•	 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. See: 

3-Day Cooling-Off Rule (p. 41). Of course, you would 

be liable for any benefit already received. State laws 

may also provide some protection. 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. 15).

Renting / Leasing

A lease is an agreement that outlines the obligations 

of the owner and the tenants of a house or apartment. 

It is a legally binding document that courts will 

generally uphold in legal proceedings, so it is 

important for you to know the exact terms of the lease 

agreement before you sign it. Some things to look for 

in a lease:

•	 Clauses that allow the landlord to change the terms

of the lease after it is signed.

•	 Requirements / responsibilities of the tenants to do

routine repairs such as lawn maintenance, cleaning 

or notification of repairs.

•	 Restrictions that would prevent you from living

normally or comfortably in the home.

•	 Term of the lease and any important dates such as

when the rent is due, or garbage pickup days.

Read the lease carefully and discuss anything you 

don’t understand or issues you might have. All 

landlord responsibilities should be clearly stated. 

Always get a copy of the signed lease to keep in your 

records. Any clause or terms in the agreement affects 

ALL parties who sign.

Tenants who lease or rent property are protected by 

the Fair Housing Act. If you think your rights have been 

violated, you may write a letter or telephone the HUD 

office nearest you (p. 108). You have one year after the 

alleged violation to file a complaint with 

HUD, but you should file as soon as possible.

Each state has its own tenant rights, laws and 

protections. For a state-by-state directory, visit 

www.hud.gov/local. You can also find public housing 

that is available at www.hud.gov. The agency 

(p. 108) offers several housing assistance programs 

for tenants and landlords, as well as information on 

rights of residents and displaced tenants.

Ten Tips for Renters

 1. The best way to win over a prospective landlord 

is to be prepared by bringing a completed rental 

application; written references from previous 

landlords, employers, friends and colleagues; 

and a current copy of your credit report with you.

 2. Carefully review all the important conditions of 

the tenancy before you sign.

 3. To avoid disputes or misunderstandings with 

your landlord, get it in writing.

 4. Ask about your privacy rights before you sign 

the lease. 

 5. Know your rights to live in a habitable rental 

unit – and don’t give them up.

 6. Keep communication open with your landlord.

 7. Purchase renters’ insurance to cover your 

valuables.

8.	 Make sure the security deposit refund

procedures are spelled out in your lease or 

www.ConsumerAction.gov www.pueblo.gsa.gov 26

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landlord in foreclosure?

If the property you live in goes into foreclosure, you 

still have rights as a renter. Under the “Protecting 

Tenants at Foreclosure Act of 2009”:

•	 All tenants are entitled to a 90-day notice before

being evicted due to foreclosure.

•	 Existing leases will be valid through the end of the

lease term. If the lease ends in less than 90 days, 

you will have a minimum of 90 days notice prior to 

eviction. 

•	 There is an exception: if the new owner plans to

use the property as their primary residence, you 

may have to vacate within 90 days (even if the lease 

extends longer than that time period).
rental agreement.

 9. Learn whether your building and neighborhood 

are safe, and what you can expect your landlord 

to do about it if they aren’t.

10. Know when to fight an eviction notice and when 

to move. Unless you have the law and provable 

facts on your side, fighting an eviction notice is 

usually shortsighted.

Landlords

The Department of Housing and Urban Development’s 

rental assistance program, also known as the Housing 

Choice Voucher Program, allows low-income families 

to lease privately-owned rental housing. If you wish to 

rent to voucher holders, you should inform the local 

Housing Authority. For more information, visit 

www.hud.gov.

INSURANCE

General sources of insurance information include 

the American Council of Life Insurers (p. 156), the 

Insurance Information Institute (p. 159), the National 

Association of Insurance Commissioners (p. 159), and 

your state insurance department (p. 143). You can also 

visit www.insure.com. 

When buying insurance, whether it’s home, life, auto, 

rental or other:

•	 Find out whether your state insurance department

offers any information concerning insurance 

companies and rates (p. 143). This is a good way to 

get a feeling for the range of prices and the lowestcost providers in your area. 

•	 Check several sources for the best deal. Try getting

quotes from a website such as www.insweb.com, 

but be aware that many online services may provide 

prices for just a few companies. An independent 

insurance agent who 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. 143) 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), and Moody’s

Investors Services (www.moodys.com) are available 

online and at most public libraries.

•	 Research the complaint record of the company.

Contact your state insurance department (p. 143), 

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 can rate homeowner insurance companies 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.

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.

Auto Insurance

Requirements vary from state to state. Check with your 

state insurance regulator (p. 143) to learn more about 

individual requirements, as well as insurers you may 

be considering for your policy. 

To get the best coverage at the best price, get several 

quotes from insurance companies. It may save you 

hundreds of dollars a year. Other ways to reduce your 

insurance premium are:

•	 Raise your deductible on collision and

comprehensive coverages. If you have an older car, 

you might want to drop these coverages altogether.

•	 Take advantage of discounts. You may be eligible for

a discount based on the number of miles you drive; 

your age (turning 25 or 50); your good grades if you 

are a student; your driving record (no moving vehicle 

violations or accidents in three years); or if you’ve 

The Insurance Information Institute offers a wealth of information 

on all types of insurance at www.iii.org. See page 159 for additional 

contact information.

27 To call or write an organization, use the directory on page 60.
taken a safe-driving course. 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 anti-theft devices or have safety 

features such as air bags.

You can also find valuable information about car 

ownership in the Cars section (p. 5).

Disability Insurance

Disability can be more disastrous financially than 

death. If you are disabled, you lose your earning power, 

but 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 until 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.

Health Insurance

Most consumers have health care coverage from an

employer. Others have medical care paid through 

a government program such as Medicare (p. 106),

Medicaid (p. 106), or the Veterans Administration

(p. 112). 

If you have lost your group coverage from an employer 

as the result of unemployment, 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 occurs, 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. 143).

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-KIDS-NOW 

(543-7669) for more information.

Healthcare Plans

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. The National Committee for 

Quality Assurance 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 www.ncqa.org.

www.ConsumerAction.gov www.pueblo.gsa.gov 28

Medicare Beneficiaries

Medicare beneficiaries can compare HMO programs

at www.medicare.gov and 

www.medicarenewswatch.com.

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APPEALING HEALTH INSURance CLAIM 

DECISIONS

If your health insurer has denied coverage for medical 

care you received you have a right to appeal the claim 

and ask that the company reverse that decision. You can 

be your own health care advocate. Here’s what you can 

do:

Step 1: Review your policy and explanation of benefits.

Step 2: Contact your insurer and keep detailed records 

of your contacts (copies of letters, time and date of 

conversations).

Step 3: Request documentation from your doctor or 

employer to support your case.

Step 4: Write a formal complaint letter explaining what 

care was denied and why you are appealing through use 

of the company’s internal review process.

Step 5: If the internal appeal is not granted through step 

4, file a claim with your state’s insurance department 

(see page 143). For more information visit nclnet.or or 

statehealthfacts.org.
•	 Preferred Provider Organizations (PPOs) offer 

lower co-payments like HMOs, but 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.

When choosing among different health care plans, 

you’ll need to read the fine print and ask lots of 

questions, such as:

•	 Do I have the right to go to any doctor, hospital,

clinic or pharmacy I choose?

•	 Are specialists such as eye doctors and dentists

covered?

•	 Does the plan cover special conditions or

treatments such as pregnancy, psychiatric care and 

physical therapy?

•	 Does the plan cover home care or nursing home

care?

•	 Will the plan cover all medications my physician

may prescribe?

•	 What are the deductibles? Are there any

co-payments?

•	 What 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.

Homeowner / Renter’s Insurance

You may be able to save hundreds of dollars a year on 

homeowners insurance by shopping around. 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 in your premium.

•	 Ask your insurance agent about discounts. You may

be able get a lower premium if your home has safety 

features such as dead-bolt 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 until 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 (p. 107). 

•	 If you are a renter, do not assume your landlord

carries insurance on your personal belongings. 

Purchase a separate policy for renters.

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 will 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 but have no cash value if you 

decide to stop making payments. As the word “term” 

suggests, these policies are in effect for a specific 

period of time – one 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.

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. 

29 To call or write an organization, use the directory on page 60.
•	 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. 

•	 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 

2.5 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.

Other Insurance

• Travel Insurance. There are four kinds of travel 

insurance: Travel Cancellation Insurance, Baggage 

or Personal Effects Coverage, Emergency Medical

Coverage and Accidental Death. One helpful 

website is www.insuremytrip.com. See page 44 for 

additional insight on travel concerns and problems.

•	 Identity Theft Insurance. This type of insurance 

provides reimbursement to crime victims for the 

cost of restoring their identity and repairing credit 

reports. Some companies now include this as part 

of their homeowner’s insurance policy. Others sell it 

as a stand-alone policy. Ask your homeowner policy 

company for information.

• International Healthcare Insurance. A policy 

that provides health coverage no matter where 

you are in the world. The policy term is flexible so 

you can purchase only for the time you will be out 

of the country. Check online or write your current 

healthcare provider for coverage information.

• Liability Insurance. Insurance for what the 

policyholder is legally obligated to pay because 

of bodily injury or property damage caused to 

another person. Search online or ask your personal 

insurance agent for more information.

• Umbrella Insurance. A policy that supplements the 

insurance you already have for home, auto and other 

personal property. Umbrella insurance can help 

cover costs that exceed the limits of other policies.

INTERNET

Choosing Service Providers

To connect your computer to the Internet, you’ll 

need an Internet Service Provider (ISP). Some ISPs 

are large and well known, such as AOL, MSN, Time

Warner Cable, and Earthlink, while others are literally 

one-person operations. Some companies limit their 

service to providing Internet access only. Others, like 

your telephone and cable company, may offer Internet 

access as part of a larger package of services. 

If you have limited Internet expertise, you may want to 

start with one of the well-known ISPs. They usually 

offer user-friendly startup software. This software 

often includes features such as a browser, instant 

messaging, parental controls, and pop-up blockers. 

Many also offer 24-hour tech support. 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.

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Beware: Insurance Fraud

•	 When shopping forinsurance on the Internet,

check that the website is secure (p. 38). Look for 

the lock icon, a URL that begins “https:” and never 

provide personal data if you don’t trust the site.

• 	 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.

•	 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. Getting 

contact information for any witnesses is also a 

good idea.
Whatever your present level of expertise, you will want 

to consider these factors when selecting a provider.

•	 Speed. If all you want to do is check e-mail and read 

web pages, a dial-up connection may be enough. 

But most people also want to download music, 

television shows, or watch videos. For these, you will 

need a faster connection with broadband access, 

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

modem, or satellite.

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

phone number or a toll-free number for access? 

•	 Wireless access. Can you get a wireless 

connection for other computers in your home?

• E-mail. How many e-mail 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 so, 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 

e-mail program you’d like?

•	 Support. What kinds of support are available—

phone, e-mail, chat, etc.? What are the hours of 

support? Are there any additional charges for 

support?

•	 Special features. What services are provided for 

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? 

Online File Sharing

Every day, millions of computer users share files 

online. Whether it is music, games, video, or software, 

peer-to-peer (P2P) file sharing allows users to share 

all kinds of content. To share files, you download 

special software that connects your computer to an 

informal network of other computers running the same 

software. The software is often free and easy 

to access.

However, file sharing can have a number of risks. 

For example, when you are connected to file-sharing 

programs, you could unknowingly allow others to copy 

private files you never intended to share. You could 

download material that is protected by copyright laws 

and find yourself mired in legal issues. You could 

download a virus or facilitate a security breach. Or you 

could unwittingly download pornography labeled as 

something else.

To secure the personal information stored on your 

computer, the FTC suggests that you:

31 To call or write an organization, use the directory on page 60.

Social Networking Online

The popularity of social networking sites such as 

Facebook, Twitter, and LinkedIn has exploded in the 

last year. These sites have made it easy to connect 

and stay in touch with long-lost friends and family 

all around the world. While it is very tempting to 

be very open with the information you provide on 

your profile pages, take care to protect your privacy. 

Increasingly, potential employers and admissions 

counselors use the content on profiles when making 

selection decisions. And unfortunately there are still 

unscrupulous people that can try to steal your posted 

personal information. Here are some tips to protect 

yourself in the social media age by proactively using 

your privacy settings:

•	 Make your contact information private.

•	 Limit who can search for your profile on 

Internet search engines.

•	 Manage who can view images of you– untag

photos, if necessary.

•	 Create several “friends” lists to manage 

who sees particular information about you.

•	 Be careful about who can see your status 

updates.

•	 Refrain from telling people where you are at 

every waking moment.
•	 Set up the file-sharing software very carefully.

•	 Be aware of spyware. Use a good anti-spyware

program.

•	 Close your connection when you’re not using it.

•	 Use an effective anti-virus program and update

it regularly. 

•	 Talk with your family about file sharing.

For more complete information on P2P, visit 

www.onguardonline.gov.

Online Copyright Issues

Quite simply, it’s illegal to make or download 

unauthorized copies of software. Whether you are 

casually making a few copies for friends, loaning disks, 

distributing and/or downloading pirated software via 

the Internet, or buying a single software program and 

then installing it on 100 computers, you are committing 

a copyright infringement. It doesn’t matter if you make 

money doing it or not. If you or your company is caught 

copying software, you may be held liable under both 

civil and criminal law.

If the copyright owner brings a civil action against you, 

the owner can seek to stop you from using its software 

immediately and can also request monetary damages. 

The copyright owner can sue for as much as $150,000 for 

each program copied. In addition, the government can 

criminally prosecute you for copyright infringement. If 

convicted, you can be fined up to $250,000, or sentenced 

to jail for up to five years, or both.

For more information, visit www.cybercrime.gov, a site 

sponsored by the U.S. Department of Justice (p. 109) 

or www.bsa.org, a site on online piracy issues 

managed by the Business Software Alliance.

Preventing Online Fraud

The Internet gives you easy access to information, 

entertainment, financial offers and countless other 

services. The flip side, however, is that it can leave you 

vulnerable to online scammers, identity thieves and 

criminals. To guard against Internet fraud, follow these 

tips: 

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 website. This 

is an indication, but not a guarantee, of the seller’s 

reliability.

•	 Check with state and/or local consumer offices.

•	 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.

Protect your personal information. Don’t provide it 

in response to an e-mail, a pop-up, or a website you’ve 

linked to from an e-mail or web page.

•	 Take your time and resist any urge to “act now” 

to keep your account open or take advantage of a 

special offer. 

•	 Use anti-virus and anti-spyware software, as 

well as a firewall, and update them all regularly. Make

sure your operating system and web browser are set 

up properly and update them regularly as well.

•	 Protect your passwords. Don’t share your 

passwords with anyone. Memorize them.

•	 Back up important files. Copy them onto another 

computer or a removable hard drive such as a flash 

memory stick. When you spill coffee on your laptop 

or if your computer stops working, you’ll be glad 

you did. 

Learn who to contact if something goes wrong online. 

Report suspected fraud to your bank, credit card 

company or relevant authority.

The FTC (p. 114) provides tips to help secure your 

computer, guard against Internet fraud, and protect your 

personal information. Visit www.OnGuardOnline.gov

for more information. To keep up to date with the latest 

computer threats, sign up for alerts from the Department 

of Homeland Security at www.US-CERT.gov.

Here are some other sources on protecting yourself 

and your family while using the Internet.

•	 GetNetWise (www.getnetwise.org) is a public 

service sponsored by Internet industry corporations 

and public interest organizations to help ensure 

that Internet users have safe, constructive, and 

educational or entertaining online experiences. 

www.ConsumerAction.gov www.pueblo.gsa.gov 32

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Be Suspicious Of Mass E-mails

Many mass e-mails contain false alarms, misleading

requests for donations or fictitious offers of money 

and free goods. You can check the validity of almost 

any mass e-mail at www.Snopes.com. Don’t 

forward an e-mail unless you’re sure that it contains 

accurate information. Not only do such e-mails 

confuse recipients, they are often used to collect 

e-mail addresses for spammers.
•	 Internet Keep Safe Coalition

(www.iKeepSafe.org), the home of Faux Paw the 

Techno Cat, is a coalition of 49 governors/first 

spouses, law enforcement, the American Medical

Association, the American Academy of Pediatrics, 

and other associations dedicated to helping parents, 

educators, and caregivers by providing tools and 

guidelines to teach children the safe and healthy 

use of technology.

•	 National Cyber Security Alliance

(www.staysafeonline.org) is a non-profit 

organization that provides tools and resources 

to empower home users, small businesses, and 

schools, colleges, and universities to stay safe 

online.

•	 Staysafe (www.staysafe.org) is an educational 

site intended to help consumers understand both 

the positive aspects of the Internet, and how to 

manage a variety of safety and security issues that 

exist online.

•	 Wired Safety (www.wiredsafety.org) is an 

Internet safety and help group comprised of 

unpaid volunteers around the world that provides 

education, assistance, and awareness on all aspects 

of cybercrime and abuse, privacy, security, and 

responsible technology use. Wired Safety is the 

parent group of www.Teenangels.org, FBI-trained 

teens and preteens who promote Internet safety.

Phishing Is A Growing Problem

“Phishing” is the use of fraudulent e-mail designed 

to steal identities as well as vital personal information 

such as credit card numbers, bank account PINS and 

passwords. Phishing e-mails often ask you to verify 

this type of information. Legitimate companies never 

ask for your password or account number via e-mail. 

If you’re not sure, call the company directly. 

Don’t Take The Bait

Don’t reply to e-mail messages that claim your 

credit card information or other personal information 

needs to be updated. They may even threaten to 

disable your account. Don’t believe it.

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 e-mail address, such as

JaneDoe@isp.com. Instead use 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 website before you

check its privacy policy.

•	 Uncheck any checked 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. 

•	 Neverforward 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. Alert your ISP that spam is slipping 

through its filters. The Federal Trade Commission 

(FTC) also wants to know about “unsolicited 

commercial e-mail.” Forward spam to spam@uce.gov.

INVESTING

If you’ve paid off your credit card debts and you have 

a financial goal in mind, such as saving for retirement, 

paying for college or buying a new house, then you 

have some homework to do before you invest your 

money. What is your tolerance for risk? What do you 

want to invest in: stocks, bonds, mutual funds? Do 

you want to open an IRA or buy an annuity? Does your 

employer offer a 401(k)? You must investigate before 

you invest – and remember every investment involves 

some degree of risk. Most securities are not insured by

the federal government if they lose money or fail, even 

if you purchase them through a bank or credit union 

that offers federally insured savings accounts. Make

33 To call or write an organization, use the directory on page 60.
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 the money you paid for them. 

Other investments, such as limited partnerships, 

certificates of deposit (CDs) or IRAs 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. 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 insures bank savings accounts and 

backs up U.S. Treasury securities (including savings 

bonds). See FDIC on page 113 and the chart on 

page 4 for regulatory information. 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 Securities and Exchange Commission (SEC) 

requires public companies to disclose financial and 

other information to help you make sound decisions. 

View the text of these files at www.sec.gov/edgar.

shtml. Or call the SEC Toll-Free Investor Information 

Service at 1-800-732-0330 to obtain free publications 

www.ConsumerAction.gov www.pueblo.gsa.gov 34

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Type of 

Investment What is it? Risk level

Money Market Funds

Mutual funds that invest in short-term bonds. Usually pays 

better interest rates than a savings account but not as much 

as a certificate of deposit (CD).

Low risk.

Bonds and Bond Funds

Also known as fixed-income securities because the income 

they pay is fixed when the bond is sold. Bonds and bond 

funds invest in corporate or government debt obligations.

Low risk.

Index Funds

Invest in a particular market index such as the S&P 500 or 

the Russell 2000. An index fund is passively managed and 

simply mirrors the performance of the designated stock or 

bond index.

Risk level depends on which index 

the fund invests in. For example, a 

bond index fund involves a lower risk 

level than an index fund of emerging 

markets overseas.

Stocks Stocks represent a share of a company. As the company’s 

value rises or falls, so does the value of the stock. Medium to high risk.

Mutual funds

Invest in a variety of securities, which may include stocks, 

bonds and/or money market securities. Costs and 

objectives vary.

Risk levels vary according to the 

holdings in the mutual fund. Read the 

prospectus to understand the risk.

If you need more information or have an 

investment advisor problem that you are 

unable to resolve directly, you can contact 

the SEC (p. 115) or FINRA (p. 158).
and investor alerts, or to learn how to file a complaint. 

The Financial Industry Regulatory Authority (FINRA) 

also provides up-to-date market data and information 

for a wide range of stocks, bonds, mutual funds, and 

other securities through its Market Data Center at

www.finra.org/marketdata.

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)

For ratings of mutual funds, consult magazines such 

as Kiplinger’s Personal Finance, Money, Consumer Reports, 

Smart Money, and Worth. To compare expenses, use 

the Financial Industry Regulatory Authority (FINRA) 

Mutual Fund Expense Analyzer at www.finra.org.

Online Trading

Stocks can now be bought and sold with a mouse 

click from a wide range of online brokers, often with 

low transaction fees. However, the price of some 

stocks can instantly go from high to low. Online 

trading is quick and easy, but online investing takes 

time. Before you trade, ask questions and learn how 

to limit losses in this fast-moving marketplace by:

•	 Knowing what you’re buying.

•	 Understanding why you’re buying or selling.

•	 Being aware of how quickly trading changes

during fast markets.

For more insights on online trading and choosing a 

broker, search in the “investor information” section 

at www.sec.gov/cgi-bin/txt-srch-sec.

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. 148) lists individuals and 

firms that are registered in your state. Ask if 

the regulatory office has any other background 

information. You can find out how to reach your state 

securities regulator by visiting www.nasaa.org.

•	 Have they had any run-ins with regulators or 

received serious complaints from investors? Call 

your local state securities regulator or the SEC. 

You can also check out www.finra.org/brokercheck

or call FINRA toll-free at 1-800-289-9999 to find 

licensing, employment and disciplinary information.

•	 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?

35 To call or write an organization, use the directory on page 60.

Investment Fraud: Beware

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 the disclosure documents required by

federal law are just a formality.

•	 Tells you to write false information on your

account form.

•	 Sends material with typos or misspellings or not

printed on letterhead.

•	 Does not send your money promptly.

•	 Offers to share inside information.

•	 Uses words such as “guarantee,” “high return,”

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

•	 Uses the phrase “this investment is IRA

approved”.

•	 Claims “off-shore investments are tax-free

and confidential”.

Protect yourself by setting 

your price limit

One of the best ways to avoid buying or selling a 

stock at a price that’s too high or too low, is to place 

a limit order instead of a market order. 

•	 A limit order is an order to buy or sell at a specific

price. This type of order protects you because it 

can only be completed at the price limit you set.

•	 A market order does now allow you to control the

price at which your order will be filled.
Additional organizations that could 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

(CFTC) provides consumer alerts and advisories. 

Click “Consumer Protection” at www.cftc.gov. 

The Commission oversees the Reparations 

Program that resolves disputes between commodity 

customers and commodity professionals. You 

can institute “reparations” proceedings against 

commodity professionals registered with the 

Commission if they violate the anti-fraud or other 

provisions of the Commodity Exchange Act. To ask 

a question, report information or submit a complaint, 

contact the CFTC (p. 116).

•	 Both the North American Securities 

Administrators Association (p. 160) and the 

National Futures Association (p. 160) can offer 

helpful information.

PHONES

The choices for phone services have never been 

greater. Most consumers are now able to buy local

and long-distance phone service from their telephone 

company, cable or satellite TV provider, or Internet 

service provider. Services such as voice-mail, call 

waiting, caller ID, paging and wireless service may be 

offered as a package deal or sold separately. Before 

you buy, compare services and prices, and think about 

what you really need. 

•	 Whom do you call most often?

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

•	 Do you want to get messages? If so, do you need

voice-mail or will an answering machine do?

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

•	 How important is it for you to have your phone 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. Understand that many service providers 

offer contracts for specific time periods. Read the fine 

print and ask questions if there is anything you’re 

not clear about. The nonprofit Telecommunications 

Research and Action Center (www.trac.org) offers 

information about long-distance rates and wireless 

services.

The FCC (p. 113) 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” occurs when a phone company illegally 

switches your phone service without your permission. If 

you notice a different company name on your bill or see 

phone charges that are higher than normal, take action:

•	 Contact the company that slammed you and ask to

be switched back to your original company. Tell them 

you are exercising your right to refuse to pay charges.

•	 Report the problem to your original company and

ask to be enrolled in your previous calling plan.

If you’re unable to resolve your complaint, contact 

the FCC (p. 113).

“Cramming” occurs when companies add charges 

to your phone bill without your permission. These 

charges may be for services such as voice-mail, 

ringtones, or club memberships. You may not notice 

these monthly charges because they are relatively 

www.ConsumerAction.gov www.pueblo.gsa.gov 36

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small, $5 to $30 dollars, and look like your regular 

phone charges. 

Take these steps to avoid slammers and crammers:

•	 Block 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 could 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” to telemarketers.

•	 Examine your telephone bill carefully, 

including pages that show the details, and look 

for suspicious charges.

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. 122), 

state public utilities commission (p. 152), or the FCC (p. 

113).

Cell Phones

Before you sign a contract, choose a plan and a 

company that meets your needs, you should ask these 

types of questions:

Where can you make and receive calls? Most

providers now offer a choice of local, regional or 

national plans. A local plan offers low-cost options if 

most of your calls are near home. Regional plans cover 

a 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. 

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 you need. On the other 

hand, if you are going to be a heavy user, a plan with 

several free hours and the lowest airtime is a wiser 

choice. If you plan to use texting, pick a plan that will 

meet your needs and avoid surprises on your billing. 

Most services allow you to upgrade a plan without an

added charge.

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 and a 

pool of monthly usage minutes among several phones. 

The cost of the additional numbers per month is 

usually less than if you purchased individual accounts. 

Is there a trial period? Many people experience dead

spots where a cell phone doesn’t work. A trial period 

lets you test your service and try the features of the 

phone without incurring a termination fee.

Know your options. Make sure you are only buying

the options of features you really need. It is always 

easier to upgrade a plan later if you feel you need an 

added feature. 

Are there fees or limits on changing your plan? 

Some providers charge a fee if you want to downsize 

or upgrade your plan. Others limit how often you can 

make changes.

What 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.

Pay-As-You-Go Plans

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.

37 To call or write an organization, use the directory on page 60.

Prepaid Calling Cards

For information about prepaid cards (including 

calling cards), see page 3. For help finding 

the best deals on prepaid phone cards, try 

www.PhoneShark.com.
VoIP

Voice over Internet Protocol (VoIP) phone service 

is an option for anyone with a broadband Internet 

connection. Most telephone and cable companies

offer VoIP service, as well as private companies like 

Vonage and Skype. Some VoIP services only work 

using special phones, while other services allow you 

to use a traditional phone through an adaptor. For 

more information on whether VoIP is right for you, 

visit www.ftc.gov.

PRIVACY PROTECTION AND IDENTITY 

THEFT

Identity thieves steal your personal information to 

commit fraud. They can damage your credit status 

(p. 11) and cost you time and money restoring your 

good name. To reduce your risk of becoming a victim, 

follow the tips below. 

Tips for Preventing Identity Loss

•	 Don’t carry your Social Security card in your 

wallet or write it on your checks. Only give out your 

SSN when absolutely necessary.

•	 Protect your PIN. Never write a PIN on a credit/

debit card or on a slip of paper kept in your wallet. 

• Watch out for “shoulder surfers.” Use your free 

hand to shield the keypad when using pay phones 

and ATMs.

•	 Collect mail promptly. Ask the post office to put 

your mail on hold when you are away from home for 

more than a day or two.

•	 Pay attention to your billing cycles. If bills or 

financial statements are late, contact the sender.

•	 Keep your receipts. Ask for carbons and incorrect 

charge slips as well. Promptly compare receipts 

with account statements. Watch for unauthorized 

transactions. 

• Tear up or shred unwanted receipts, credit offers, 

account statements, expired cards, etc., to prevent 

dumpster divers getting your personal information.

•	 Store personal information in a safe place at 

home and at work. Don’t leave it lying around.

• Don’t respond to unsolicited requests for 

personal information in the mail, over the phone 

or online.

•	 Install firewalls and virus-detection software on 

your home computer. 

•	 Check your credit report once a year. Check it 

more frequently if you suspect someone has gained 

access to your account information. See Credit 

Reports (p. 11).

Reporting Identity Theft

If you suspect or become a victim of identity theft, 

follow these steps:

•	 Report it to your financial institution. Call the 

phone number on your account statement or on the 

back of your credit or debit card. 

•	 Report the fraud to 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 (p. 11) 

and ask them to flag your account with a fraud 

alert, which asks merchants not to grant new credit 

without your approval. 

To help victims of identity theft, the FTC offers the 

publication, Take Charge: Fighting Back Against Identity 

Theft, which includes the ID Theft Affidavit. You can 

use the affidavit to report the theft to most of the 

parties involved. All three credit bureaus and many 

major creditors have agreed to accept the affidavit. 

Request a copy of the publication by calling tollfree 1-877-ID-THEFT (438-4338) or visit www.ftc.

gov/idtheft. You can also use this website to file a 

complaint with the FTC.

The FTC also publishes a series of publications 

about the importance of personal information privacy. 

To download copies, go to www.ftc.gov or request 

free copies of brochures by calling 1-877-FTC-HELP 

(382-4357).

Protecting Your Privacy

Getting a credit card approved, transferring money 

from one account to another, renewing your driver’s 

license, getting a prescription from your doctor at 

your local pharmacy: think about how easily and 

quickly you can do these things today. A down side 

of this convenience is that there are more 

opportunities for your personal information to be 

changed, stolen or reported inaccurately. To help 

protect your privacy, follow these tips:

www.ConsumerAction.gov 38 www.pueblo.gsa.gov

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Identity Theft Insurance

These policies may be worth more to the company 

selling it than they are to you. Before you buy one of 

these credit watch plans, read the fine print. You may 

be better off following the prevention tips here and, 

in the event you become a victim of fraud, reporting 

it yourself. Be aware that many companies and law 

enforcement officers will only deal with you (as 

opposed to an insurance company representative). 

See more on Identity Theft Insurance on page 28.
•	 Look for privacy statements on websites, 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. 

•	 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 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. 122) 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.

Financial Privacy

The Federal Deposit Insurance Corporation (p. 113) 

and other federal regulators require banks, insurance 

companies, brokerage firms and certain businesses 

that 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. This 

includes:

•	 The kinds of information being collected.

•	 How the confidentiality and security of this

information will be protected.

•	 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 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 Credit 

Reports & Scores on page 11.

Medical Privacy

Personal information you give to your doctor is shared 

with insurance companies, pharmacies, researchers, 

and employers based on specific regulations. 

The privacy of your health records is protected by 

federal law (the Health Insurance Portability and 

Accountability Act, also known as HIPAA), which:

•	 Defines your rights over your health information

•	 Sets rules and limits on who is allowed to receive

and/or see your health information

The U.S. Department of Health and Human Services 

Office for Civil Rights (www.dhhs.gov/ocr or 1-800-

368-1019) is an excellent resource for complete 

details and advice about the HIPAA ruling. Along 

with fact sheets and educational materials, the OCR 

also provides a listing of resources for consumers, 

providers and advocates. 

The Medical Information Bureau (MIB) is a data bank

used by insurance companies that collects and shares 

information. You can request a copy of your file by 

writing to MIB, Inc., 50 Braintree Hill Park, Suite 300

Braintree, MA 02184-8734 or call toll free 1-866-692-

6901 (TTY: 1-866-346-3642). There is a fee to obtain a 

copy of your file.

For more information on how the federal government 

protects your personal health information, visit the 

website of the Health Privacy Project 

(www.healthprivacy.org) or My Health Privacy

(www.nclnet.org) created by the National 

Consumers League. 

Online Privacy

In addition to following the general advice on 

protecting your privacy, make sure you only use 

websites with acceptable privacy policies.

•	 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 

To call or write an organization, use the directory on page 60.

39

If you believe that 

a person, agency 

or organization 

covered under the 

HIPAA Privacy Rule 

violated your health 

information privacy 

rights or committed 

another violation of the 

Privacy Rule, you may 

be able to file written 

complaints with the 

Department of Health 

and Human Services 

Office for Civil Rights 

(p. 105).
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.”

Another threat to your privacy is spyware, which is 

sneaky software that rides its way onto computers 

when you download 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. Browsers like 

Internet Explorer and Firefox, and search engines like 

Google enable you to block pop-ups. You can also 

install anti-spyware to stop this threat to your privacy. 

For more information, see the Internet section on page 

30.

SMART HOME SHOPPING

Late delivery, shipment of wrong or damaged items, 

and hidden costs are common home shopping 

complaints. To avoid problems and resolve them 

more easily, follow the advice in the “Before You Buy” 

checklist (p. 1). In addition:

•	 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 such as “refurbished,” 

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

•	 Use your credit card, debit card or bank account 

number for payment, never to prove your identity. 

•	 Keep a record of your purchase. 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, you have the 

right to cancel your order and demand a refund.

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.

•	 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 

seven days (or your account must be credited within 

one billing cycle if you charged the order). The 

company can’t substitute a store credit. 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.

These FTC rules only apply to the first shipment 

of magazine subscriptions or other merchandise 

that you receive repeatedly. Orders for services 

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

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 (p. 41).

www.ConsumerAction.gov www.pueblo.gsa.gov 40

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 

(p. 114) or visit 

ftc.gov.

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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 could also be 

laws or regulations in your state that apply. Report 

suspected violations to your state or local consumer 

protection agency (p. 122) and to the FTC (p. 114).

Your Rights: 3-Day Cooling Off

Rule

This federal law, which dates back to 1972, was 

intended to protect consumers in their homes during 

door-to-door sales pitches or at sales in temporary 

business locations. According to the FTC, the 3-Day 

Cooling Off Rule does NOT apply to the purchase of 

new automobiles or items sold online. It only applies 

when a company is selling something that costs $25 

or more at a location other than its regular place of 

business.

To comply with the 3-Day Cooling Off Rule, a seller 

must inform a buyer of his/her right to cancel the sale 

and receive a full refund within three business days.

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 received it. 

•	 You bought arts or crafts at a fair, shopping mall,

civic center, or school.

Remember, 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 

41 To call or write an organization, use the directory on page 60.

How To File A Complaint

About A Sales Call

If you think a sales call is in violation of the Federal 

Trade Commission rule and want to file a complaint, 

use the online resource at www.ftc.gov and click on 

the “File a Complaint Online” link.

Be SMART: MESSAGE BOARDs AND 

ONLINE AUCTIONS

Online message boards and forums are useful 

resources to learn about jobs, housing, and goods 

available for sale. Fortunately, there are some 

commonly accepted practices that can help protect 

your wallet.

•	 Deal with local sellers that you can meet in person,

if possible. Many scams involve people from far

away.

•	 Avoid wiring funds or using unknown escrow

services. 

•	 Fake cashier checks and money orders are

prevalent. The bank will cash them and hold you 

responsible when the fake is discovered.

•	 Make sure you find out if the hosting website is

actually involved in the transaction. 

•	 Be suspicious of “guarantees” on your transaction.

•	 If the item you are purchasing comes in a factory

sealed box, open it to be sure you are getting what 

you have paid for.

•	 Keep in mind that you are probably buying from an

individual, not from a company.

•	 The items for sale are most likely used or second

hand.

•	 Utilize any ratings about your sellers feedback to

decide if you can trust this seller.

•	 If you win an item in an auction, you are expected to

pay for it; be sure you want the item before you bid.

•	 Remember: if it seems too good to be true, it 

probably is.

Beware: Charitable Giving

Investigate before you donate. Some con artists 

use names similar to well-known charities or 

pretend to raise 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. 65)

and others for information on charities: 

www.give.org, www.charitywatch.org, 

and www.guidestar.org.
under the Fair Credit Billing Act. See Dealing With 

Billing Disputes (p. 11).

Online Auctions and Sellers

Many people sell items on the Internet through

auctions, classified ads, news groups, and chat 

rooms. Review the section under “Internet” (p. 30) 

for safe shopping online as well as the general tips 

on shopping from home (p. 40).

•	 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 not 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. A third-party holds your money 

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 www.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’ve never heard of 

that particular service before. Make sure the escrow

service is legitimate before you use it. 

TELEMARKETING & UNWANTED MAIL

What can you do about the growing pile of unwanted 

mail in your mailbox and unwelcome telemarketers on 

your phone? Actually, there’s a lot you can do.

•	 Tell companies you do business with to remove 

your name from customer lists they rent or sell to 

others. Look for information on how to opt out of 

marketing lists on sales materials, order forms and 

websites.

•	 Utilize the services provided by the Direct

Marketing Association to remove your name from 

most national telemarketing, mail and e-mail lists 

(p. 158).

•	 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. 116).

National Do Not Call Registry

The federal government’s Do Not Call Registry 

allows you to choose whether you want to receive 

telemarketing calls at home. Under the Do-NotCall Improvement Act of 2007, which became 

law in February 2008, telephone numbers on the 

registry now remain on it permanently, until they are 

disconnected or reassigned. 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.

If your number has been on the National Do Not 

www.ConsumerAction.gov www.pueblo.gsa.gov 42

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How To Put Your Name In

The Do-Not-Call Registry

To register your home or mobile phone 

for free, visit www.donotcall.gov or 

call 1-888-382-1222 from the phone 

you want to register. 
Call Registry for at least 31 days and you receive a call 

from a telemarketer that you believe is covered by the 

National Do Not Call Registry, you can file a complaint 

at www.donotcall.gov or call toll-free 1-888-382-1222 

(TTY: 1-866-290-4236).

Placing your number on this national registry will stop 

most telemarketing calls, but not all of them. Calls that 

are still permitted include those from:

•	 Political organizations

•	 Charities

•	 Telephone surveyors

•	 Some insurance situations

•	 Organizations with which you have a relationship

can call 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 nonprofit 

organizations) to maintain a record of your request not 

to receive future telephone calls. The record must be 

maintained for 10 years. If you get another call from the 

same person or organization, report the date 

and source to the FCC (p. 113).

Consider screening any calls that are still slipping 

through by using an answering machine. You can 

listen to the caller and decide if you want to pick up. 

Your local telephone company may also offer services 

(such as Caller I.D.) that allow you to see 

the name and number of the person calling you.

Some states have their own do-not-call lists for 

residents. Contact your state consumer protection 

office (p. 122) to find out if your state has such a list 

and how you can be added.

Pre-recorded Messages

As of September 1, 2009 pre-recorded sales calls 

(robocalls) are prohibited. Companies cannot transmit 

these messages to consumers who have not agreed, in 

writing, to accept such messages. Pre-recorded calls 

may only be made to residential telephone numbers in 

the following cases:

•	 Emergency calls needed to ensure your health

and safety.

•	 Non-commercial calls.

•	 Calls which don’t include any unsolicited

advertisements.

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

organizations.

•	 Calls for which you have given prior consent.

•	 Calls from entities with which you have an

established business relationship.

If you receive pre-recorded telemarketing calls but 

have not agreed to get them, file a complaint with the 

FTC at www.donotcall.gov or by calling 1-888-382-1222.

Telemarketing Sales Calls

A Federal Trade Commission rule defines what 

telemarketers 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 goods or services.

•	 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, 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 am or after 9 pm.

•	 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.

In addition, telemarketers are not allowed to use auto 

dialers to reach cell phones.

If you get a phone call from someone who says they 

are with your bank and/or credit company and they ask 

you to provide or confirm any personal information:

•	 Do NOT answer any questions.

•	 Hang up immediately.

•	 Call your bank or credit company directly and tell

them what happened.

43 To call or write an organization, use the directory on page 60.
TRAVEL

Whether reserving a hotel room, buying plane tickets 

or making other travel arrangements, these tips will 

help you get the deal you’ve been 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 usually 

offer better rates on days when they expect fewer 

guests. Once 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 members in 

good standing. Contact your state or local consumer 

protection agency (p. 122) and the Better Business 

Bureau (p. 65) 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 the cost of a regular package tour.

•	 Make sure you understand the terms of the deal.

If you hear you’ve won a free vacation, ask if you have 

to buy something 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.

•	 Ask about cancellation policies. You may want 

to look into trip insurance for added protection. 

www.InsureMyTrip.com offers pricing and policy 

information on plans from different companies and 

www.ConsumerAction.gov www.pueblo.gsa.gov

44

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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 provider 

says 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 Credit Card Billing Disputes, p. 11).

In some states, travel sellers must be registered and 

insured. Advance payments for travel must be placed 

in an escrow account until services are provided. 

Prizes or “free” gifts may also be regulated. Contact 

your state or local consumer protection agency 

(p. 122) to find out about your rights and how to file 

complaints. The American Society of Travel Agents 

(p. 157) will also help resolve disputes with member 

agents.

Resolving Air Travel Problems

No matter how well you plan, you might encounter 

these common air 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 the earliest flight possible to your destination, at 

no additional charge. If you’re 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 

Overseas Travel: Overcharged

for Conversion Fees?

Many credit card issuers and banks

tack on an extra currency-conversion 

charge – up to 3 percent more – on 

purchases made with your credit 

card when traveling abroad. That 

means a $200 jacket you charged in 

Italy could show up on your credit bill as 

$206. Be sure to ask your credit card company 

about these fees or shop around for the best deal 

before you leave the country. 
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.

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 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. 

•	 Confirm that the airline will deliver the bag to you

without charge when it’s 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 are reimbursable, and 

keep all receipts.

If a suitcase arrives damaged, the airline will usually 

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

negotiate to pay you its depreciated value. The same 

is true for belongings packed inside. Of course, 

airlines may refuse to pay for damage if it was caused 

by your failure to pack something properly rather than 

the airline’s handling.

Lost Bags

If your bag is declared officially lost, you will have 

to submit a second, more detailed form within a 

time period set by the airline. The information on 

the form is used to estimate the value of your lost 

belongings. Airlines can limit their liability for delay, 

loss and damage to baggage; however, they must 

prominently display a sign that explains the limit. 

Generally, the maximum an airline pays on lost bags 

and their contents is limited to $3,000 per passenger 

on domestic flights, and $1,500 per passenger 

for unchecked baggage on international flights. 

See www.thetravelinsider.info/travelaccessories/

lostbaggagerights.htm for more info on maximum 

liability.

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’re 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.

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” or left behind against your will. Whether you 

are bumped or not may depend on when you officially 

checked in for your flight, so try to arrive early. 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, 

such as money, a free trip, food or lodging.

Federal rules protect you if you are “bumped” on most 

flights within the United States and on outbound 

international flights. Passengers who are involuntarily 

bumped are protected under Federal Aviation 

Administration guidelines (www.faa.gov). If you 

volunteer to be bumped, you are agreeing to a deal 

with the airline that is not regulated and will depend 

on negotiating at the gate. The airline must give you 

a written statement describing your rights, as well as 

the airline’s boarding priority rules and criteria. If the 

airline is not able to get you to your final destination 

within two hours of your original arrival time, you 

may be entitled to a maximum of $400 compensation 

($800 compensation on international flights within 

four hours of your original arrival time). 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.

45 To call or write an organization, use the directory on page 60.

AIRLINE fees

Nearly all of the major commercial airlines now 

charge a fee for checking baggage during your 

domestic travel. Most fees range between $15 and

$20, but some airlines offer a $5 discount if you pay 

the fee online. Some airlines have extended these 

fees to international travel. Also, some carriers have 

instituted surcharges for travel during the holiday 

season. To avoid unpleasant surprises, see the 

individual airline’s policies before you buy a ticket.

Beware: Timeshare Scams

Be suspicious of timeshare sales pitches that offer 

incentives for attending the sales presentation. 

Many use high-pressure sales tactics and don’t

deliver the prizes they promise. One such scam 

promised everyone who attended a new sports boat, 

all they had to do was pay for delivery. The boat 

turned out to be a toy, and the company kept the 

delivery fees. Be sure you can afford before you buy 

timeshares can be difficult to sell.
Passports

A valid U.S. passport is required to enter and leave 

most foreign countries. The Passport Services Office 

provides information and services to American 

citizens about how to obtain, replace or change a 

passport. To obtain a passport for the first time, 

you need to go in person to one of 7,000 passport 

acceptance facilities located throughout the United 

States with:

•	 Two photographs of you taken within the

last six months.

•	 Proof of U.S. citizenship.

•	 A valid form of photo identification (such as a

driver’s license).

Acceptance facilities include many Federal, state 

and probate courts, post offices, some public 

libraries and a number of county and municipal offices. 

There are also 13 regional passport agencies, and one 

Gateway City Agency, which serve customers who 

are traveling within two weeks (14 days), or who need 

foreign visas for travel. Appointments are required in 

such cases.

For more information on how to get a new passport, 

visit www.travel.state.gov/passport.

Travel Safety

Several federal agencies offer advice and information 

on the Internet that can help you have a safe trip. For 

advice on:

•	 Airline, highway and rail safety information –

Check out the U.S. Department of Transportation 

(p. 110) at www.dot.gov. Look up crash-safety 

reports on cars or find out how weather is affecting 

air travel and road conditions.

•	 Safe travel by air, land and sea – Contact the 

Transportation Security Administration (p. 107) at 

www.tsa.gov. They post tips on dealing with airline 

security checks, traveling with kids, and warnings on 

prohibited items. Click on Travelers and Consumers.

•	 What to do before, during, and when you return 

from a trip overseas – Visit the U.S. Department of 

State (p. 110) at www.state.gov/travel. You can also 

get warnings on locations to avoid and what to do in 

an overseas emergency.

•	 Health-related travel information – Consult the 

Centers for Disease Control and Prevention 

(p. 105) at www.cdc.gov/travel. Research vaccination 

requirements, find information on how to avoid 

illnesses caused by food and water, and review 

inspection scores on specific cruise ships.

TV

In June 2009, the nation made an official switch 

from analog to digital television. This change offers 

consumers a clearer picture, more programming 

choices and frees up airwaves for better 

communications among emergency first responders 

and new telecommunications devices. In order 

to receive signals you must either have a digital 

television, a digital converter box, or subscribe to cable 

or satellite service.

Cable

You can start with a basic lineup of channels and go 

from there. The more channels you want, the more it 

will cost. You may want to consider video on demand 

so you can order movies and sports events and 

watch them when you like (usually within a 24-hour 

window). You can also buy a bundle of services that 

includes digital TV, digital phone and broadband 

Internet access at discounted rates. Bear in mind, 

however, that you may be asked to sign a contract for 

bundled services. 

www.ConsumerAction.gov www.pueblo.gsa.gov 46

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Requirements For Passports

All travelers to and from the Caribbean, Bermuda, 

Panama, Mexico and Canada are required to

have a passport or other secure, accepted 

document to enter or re-enter the United 

States. Under the Intelligence Reform and 

Terrorism Prevention Act of 2004, this 

requirement includes all land border 

crossings, air and sea travel.
latest updates on efficient, EPA-approved and 

renewable energy, with links that take you directly to 

available federal resources. 

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.

WILLS & FUNERALS

Planning For The End Of Life

It’s unfortunate how many people believe that estate 

planning is only for wealthy people. People at all 

economic levels benefit from an estate plan. Upon 

death, an estate plan legally protects and distributes 

property based on your wishes and the needs of your 

family and/or survivors with the least amount of tax 

consequences.

Advance medical directives. Everyone faces the 

possibility that sometime during our lifetime, we 

47 To call or write an organization, use the directory on page 60.

Satellite

This requires a dish that’s mounted outside (service 

requires an unobstructed view of the satellite) and 

a receiver that’s placed by your television. Satellite 

TV may offer more channels than cable TV, and you 

can add a digital video recorder to record shows 

for viewing later. One downside to satellite TV is 

occasional interference during periods of rain or snow. 

Check with your satellite TV provider for channel 

options and prices. Like cable TV, you may be asked to 

sign a contract for a package of services.

Internet TV

If you have a high-speed Internet connection, you’re 

already able to watch thousands of videos on your 

computer. But movies and TV shows are also 

available and becoming more prevalent as large online 

companies start distributing TV programming. While 

Internet TV is in its infancy today, it may be the way 

you’ll watch TV in the future. 

UTILITIES

In many states, consumers can choose their telephone 

and energy service provider. Contact your state utility 

commission (p. 152) to find out whether you have 

a choice. Some commissions will provide 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.

Many utility companies now offer curbside recycling

programs that provide U.S. households with a 

responsible and convenient way to recycle materials. 

To locate information on recycling services and 

efforts in your area, call the Earth 911 toll-free hotline, 

800-CLEANUP (800-253-2687) or visit www.earth911.org.

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?

• Whom do I contact if I have 

a problem? Do you have a local 

customer service office?

For advice on how to save money 

on your energy bills, visit the U.S. 

Department of Energy at www.

energysavers.gov or www.energystar.

gov. You’ll find information to help save energy at home 

and work. The Energy Savers site also provides the 

Is your water safe?

The EPA’s Consumer Confidence Rule requires 

public water suppliers that serve the same people 

year-round to provide a Consumer Confidence 

Report by July 1st each year. The CCR should arrive 

in your mailbox and provide information about the 

quality of the drinking water in your area. It also 

summarizes information about the sources of water 

used (such as rivers, lakes, reservoirs, or aquifers), 

along with any detected contaminants, compliance 

and educational information.

Beware of gas seller scams

In some parts of the country, there have been 

reports of gas and electric companies with doorto-door salesmen who convince homeowners they 

can save money by switching to their company’s 

5-year contract plan. In some cases, homeowners 

who signed up are paying up to 50 percent more 

and are also hit by a $250 fee if they want to switch 

back to their original supplier.
may become incapacitated. This often happens 

when nearing death, but it can also be the result of 

a temporary condition. Many people assume their

spouses or children will automatically be allowed to 

make financial and/or medical decisions for them, but 

this is not necessarily true. Advance directives are 

written documents that tell your doctors what kind of 

treatment you’ll want if you become unable to make 

medical decisions (e.g., if you’re in a coma). Forms 

and laws vary from state to state, so it’s a good idea 

to understand the laws of the state where you live as 

you write advance directives. It’s also a good idea to 

make them before you are very ill. Federal law requires 

hospitals, nursing homes, and other institutions that 

receive Medicare or Medicaid funds to provide written

information regarding advanced care directives to 

all patients upon admission.

A living will is one type of advance directive that 

comes into effect when a person is terminally ill. A 

living will does not give you the opportunity to select 

someone to make decisions for you, but it allows you 

to specify the kind of treatment you want in specific 

situations. For example, you might choose to specify 

that you do not want to be treated with antibiotics 

if death is imminent. You can, if you choose, 

include an advance directive that you do not wish 

to be resuscitated if your heart stops or if you stop 

breathing. In this case, a Do Not Resuscitate (DNR) 

order would be entered on your medical chart.

A durable power of attorney for health care 

(sometimes called a durable medical power of 

attorney) specifies the person you’ve chosen to 

make medical decisions for you. It is activated 

anytime you’re unconscious or unable to make 

medical decisions. You need to choose someone 

who meets the legal requirements in your state for 

acting as your agent. State laws vary, but most states 

disqualify anyone under the age of 18, your health care 

provider, or employees of your health care provider.

The person you name as your agent must:

•	 Be willing to speak and advocate on your behalf.

•	 Be willing to deal with conflict among friends and

family members, if it arises.

•	 Know you well and understand your wishes.

•	 Be willing to talk with you about these issues.

•	 Be someone you trust with your life.

Wills

A will is the most practical first step in estate 

planning. It makes clear how you want your property 

to be distributed after you die. 

Writing a will can be as simple as typing out how you 

want your assets to be transferred to loved ones or 

charitable organizations after your death. If you don’t 

have a will when you die, your estate will be handled 

in probate, and your property could be distributed 

differently than what you would like.

It may help to get legal advice when writing a will, 

particularly when it comes to understanding all the 

rules of the estate disposition process in your state. 

For information about legal issues, see page 53. In 

some states, for instance, there is a communitywww.ConsumerAction.gov www.pueblo.gsa.gov 48

Take Another Look

Once you’ve completed a will and estate plan, it‘s a 

good idea to review it from time to time and consider 

changes if:

•	 The value of your assets change

•	 You marry, divorce or remarry

•	 You have a child

•	 You move to a different state

•	 The executor of your will dies or becomes

incapacitated or your relationship changes

•	 One of your heirs dies

•	 The laws affecting your estate change

Banking Cars Credit Education Employment Food Healthcare Housing Insurance Internet Investing Phones Identity Shopping Telemarket Travel TV Utilities Wills Index

Planning Wisely For A Funeral

•	 Plan ahead.

•	 Shop around and compare prices in advance.

•	 Ask for a price list.

•	 Resist pressure.

•	 Avoid emotional overspending.

•	 Recognize your rights.

•	 Apply smart shopping techniques you’d use for

other major purchases.

Rules To Remember When

Writing A Will

•	 In most states, you must be 18 years of age or older.

•	 A will must be written in sound judgment and

mental capacity to be valid.

•	 The document must clearly state that it is your will.

•	 An executor of your will, who ensures your estate

is distributed according to your wishes, must be 

named.

•	 It is not necessary to notarize or record your will

but these can safeguard any claims that your will 

is invalid. To be valid, you must sign a will in the 

presence of at least two witnesses. 
To call or write an organization, use the directory on page 60.

Funerals

One of the most expensive purchases many 

consumers will ever make is the arrangement of a 

funeral. A traditional burial, including a casket and 

vault, costs about $7,000. Extras such as flowers, 

obituary notices, cards and limousines can add 

thousands of dollars more. At such a highly emotional 

time, many people are easily swayed to believe 

that their decisions reflect how they feel about the 

deceased and wind up spending more than may be 

necessary.

Most funeral providers are professionals who work

to serve their clients’ needs and best interests. 

Unfortunately, some do not. They may take advantage 

of clients by insisting on unnecessary services, 

marking up prices and overcharging. That’s why 

there is a federal law, called the Funeral Rule, which 

regulates the actions of funeral directors, homes and 

services.

Many funeral providers offer a variety of package

plans that include products and services that are most 

commonly sold. Keep in mind, you are not obligated 

to buy a package plan; you have the right to buy the 

individual products and services you prefer. As 

outlined by the Funeral Rule:

•	 You have the right to choose the funeral goods and

services you want (with some exceptions).

•	 The funeral provider must state this “Rule” in writing

on the general price list.

•	 If state or local law requires you to buy any particular

item, the funeral provider must disclose it on the 

price list, with a reference to the specific law.

•	 The funeral provider may not refuse, or charge a fee,

to handle a casket that you bought elsewhere.

•	 A funeral provider who offers cremations must make

alternative containers available.

Planning ahead is the best way to make informed 

decisions about funeral arrangements. An advanced 

plan also spares your family from having to make 

choices in the middle of grief and under time 

constraints. Every family is different, and funeral 

arrangements are influenced by religious and cultural 

traditions, budgets and personal preferences.

You are not legally required to use a funeral home to 

property law that entitles your surviving spouse to 

keep half of your wealth after you die no matter what 

percentage you leave him or her. Fees for the execution 

of a will vary according to its complexity.

Choose an executor

An executor is the person who is responsible for 

settling the estate after death. Duties of an executor 

include:

•	 Taking inventory of property and belongings

•	 Appraising and distributing assets

•	 Paying taxes

•	 Settling debts owed by the deceased

Most important, the executor is legally obligated to act

in the interests of the deceased, following the wishes 

provided by the will. Here again, it could be helpful to 

consult an attorney to help with the probate process or 

offer legal guidance. In most states, any person over 

the age of 18 who hasn’t been convicted of a felony 

can be named executor of a will. Some people choose 

a lawyer, accountant or financial consultant based on 

their experience. Others choose a spouse, adult child, 

relative or friend. Since the role of executor can be 

demanding, it’s often a good idea to ask the person 

being named in a will if he or she is willing to serve.

If you’ve been named executor in someone’s will 

but are not able or do not want to serve, you need 

to file a “declination,” which is a legal document 

that declines your designation as an executor. The 

contingent executor named in the will then assumes 

responsibility. If no contingent executor is named, the 

court will appoint one.

The Funeral Rule

A federal law makes it easier for you to choose only the 

goods and services you want or need when planning a 

funeral, and to pay only for those you select. The Funeral 

Rule, enforced by the Federal Trade Commission, 

requires funeral directors to give you itemized prices in 

person and, if you ask, over the phone.

49
www.ConsumerAction.gov www.pueblo.gsa.gov 50

Banking Cars Credit Education Employment Food Healthcare Housing Insurance Internet Investing Phones Identity Shopping Telemarket Travel TV Utilities Wills Index

plan and conduct a funeral. But most people find that 

the services of a professional funeral home make it 

easier. 

Comparison shopping, either in person or by phone, 

can save you money and is much easier when done 

in advance. Many funeral homes will also send youa

price list by mail, but this is not required by law.

If you have a problem concerning funeral matters, it’s 

best to try to resolve it first with the funeral director. If 

you are dissatisfied, the Funeral Consumer’s Alliance 

(p. 119) may be able to advise you on how best to 

resolve your issue. You can also contact your state 

or local consumer protection agencies (p. 122) or the 

Funeral Service Consumer Assistance Program at 

1-800-662-7666. Most states havea licensing board that

regulates the funeral industry. You can contact the 

board in your state for information or help.

Veterans Cemeteries

All veterans are entitled to a free burial in a national 

cemetery and a grave marker. This eligibility also 

applies to some civilians who have provided militaryrelated service, and some Public Health Service 

personnel. Spouses and dependent children also are 

entitled to a lot and marker when buried in a national 

cemetery. There are no charges for opening or closing 

the grave, for a vault or liner, or for setting 

the marker in a national cemetery. For more 

information, visit the Department of Veterans 

Affairs at www.cem.va.gov.
Even the savviest consumer has problems 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. If 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:

•	 Check the directory portion of this Handbook

for the contact information of several hundred 

corporations (p. 71).

•	 Visit the company’s website. 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 you contact, calmly and

accurately explain the problem and what action you 

would like to be taken. A written letter is a good 

strategy because you will have a record of your 

communication with the company. The sample letter 

(p. 55) 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 could 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.

Contact Third Parties

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.

Local Politicians. Your local and state politicians 

who may be able to assist with getting your complaint 

acted upon.

State or local consumer protection offices

(p. 122). 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. 139), 

securities (p. 148), insurance (p. 143), and utilities 

(p. 152) are regulated at the state level.

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 

To call or write an organization, use the directory on page 60.

51

Part II – Filing A Complaint

STEPS to Follow with 

Complaint Resolution

1. Before starting – Start a file or log to record all 

contacts and documents.

2. Contact the seller.

3. Contact the manufacturer.

4. Contact Industry Trade Associations.

5. Contact local and state Consumer Protection/

Regulatory/Licensing officers.

6. Contact the local BBB. 
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 could 

influence their education and advocacy efforts (p. 117).

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 above for members of “Call for Action.”

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. 64). The Financial Industry Regulatory Authority 

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. 122) can help you identify the appropriate agency.

Better Business Bureaus (p. 65). 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. 64).

Trade associations. Companies selling similar 

products or services often belong to an industry 

association that will help resolve problems between 

its members and consumers (p. 156).

Call for Action, Inc.

11820 Parklawn Dr., Suite 340

Rockville, MD 20852

Phone: 240-747-0229

Fax: 240-747-0239

Web: www.callforaction.org

Call for Action, Inc. is a nonprofit network of 

consumer hotlines that educate and assist consumers 

with consumer problems. Listed below are hotlines in 

major markets staffed with trained volunteers who offer 

advice and mediate complaints at no cost to consumers. 

Consumers in locations not listed should call the 

Network Hotline at 240-747-0225. (T,W,F 10 am-2 pm) 

WTAJ-TV

Altoona, PA

814-944-9336

M-F 1-3 pm

KKTV-TV

Colorado Springs, CO

719-457-8211

M-Th 11 am-1 pm

WKOW-TV

Madison, WI

608-661-2727

M-F 11 am-1 pm

KTVI-TV

St. Louis, MO

636-282-2222

1-800-782-2222 (IL)

M-Th 11 am-1 pm

WAGA-TV

Atlanta, GA

404-879-4500

M-F 11 am-1 pm

WXYZ-TV

Detroit, MI

248-827-3362

M-Th 11 am-1 pm

WTMJ-TV

Milwaukee, WI

414-967-5495

M-Th 11 am-1 pm

WPRI-TV

Providence, RI

401-228-1850

M-Th 11 am-1 pm

WRDW-TV

Augusta, GA

803-442-4550

M-F 11 am-1 pm

WINK-TV

Fort Myers, FL

239-334-4357

T-Th 11 am-1 pm

WQAD-TV

Moline, IL

309-764-2255

M-F 11 am-1 pm

WFTS-TV

Tampa, FL

1-866-428-6397

M-F 11 am-1 pm

WBZ Radio

Boston, MA

617-787-7070

M-F 11 am-1:30 pm

WHTM-TV

Harrisburg, PA

717-214-9187

T-Th 11 am-1 pm

WPIV-TV

Philadelphia, PA

1-866-978-4232

M-F 11 am-1 p.m

WTOL-TV

Toledo, OH

419-255-2255

T-Th 11 am-1 pm 

WIVB-TV

Buffalo, NY

716-879-4900

M-F 11 am-1:30 pm

KSHB-TV

Kansas City, MO

816-932-4377

T-Th 10 am-1 pm

KPNX-TV & KNAZ-TV & 

The Arizona Republic

Phoenix, AZ

602-260-1212

1-866-260-1212 (AZ)

M-F 11 am-1 pm

KJRH-TV

Tulsa, OK

918-748-1488

T-Th 9 am-noon

WJW-TV

Cleveland, OH

216-578-0700

M,W,Th 10 am-1:00 pm

M 5:30 pm-6:30 pm

KTNV-TV

Las Vegas, NV

702-368-2255

M-F 11 am-1 pm

WTAE-TV

Pittsburgh, PA

412-244-4698

T-Th 9 am-1 pm

WTOP AM&FM

Washington, DC

301-652-4357

T-F 11 am-1 pm

www.ConsumerAction.gov www.pueblo.gsa.gov 52

Part II – Filing a Complaint Part III – Key Information Resources Index
(FINRA) offers a program designed to resolve 

investment related disputes (p. 158). Some small 

claims courts also offer a dispute resolution program 

as an alternative to a trial.

Mediation, arbitration, and conciliation are three 

common types of dispute resolution. During 

mediation, both sides involved in the dispute meet with 

a neutral third party and create their own agreement 

jointly. In arbitration, 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 if participation in the program 

places any restrictions on your ability to take other 

legal action.

The American Bar Association (p. 156) publishes 

a directory of state and local dispute resolution 

programs.

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, 

observe a small claims court session and ask the court 

if it has information that will help you prepare your 

presentation to the judge.

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 can help you with answers to general 

legal questions.

Tips For Choosing An Attorney

Many lawyers who primarily serve individuals and

families are general practitioners with experience in 

frequently needed legal services, such as: divorce and 

family matters, wills and probate, bankruptcy and debt 

problems, real estate, and criminal and/or personal 

injury. Some have a narrower focus. Be sure the lawyer 

you are considering has experience in the area for 

which you are seeking help.

Once you’ve identified some candidates:

•	 Call each attorney on the telephone, describe

your legal issue, and find out if he or she handles 

your situation.

•	 Ask if you will be charged for an initial consultation.

•	 Ask for an estimate of what is usually charged

to handle your kind of case.

•	 Ask whether there are hourly charges or whether

your attorney would accept a percentage of the 

settlement as a fee contingency.

The initial consultation is an opportunity for you and 

To call or write an organization, use the directory on page 60. 53

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.
www.pueblo.gsa.gov

the lawyer to get to know each other. After listening 

to the description of your case, the lawyer should be 

able to outline your rights and liabilities, as well as 

alternative courses of action. The initial consultation 

is the lawyer’s opportunity to explain what he or she 

can do for you and how much it will cost. You should 

not hesitate to ask about the attorney’s experience 

in handling matters such as yours. Also, do not 

hesitate to ask about the lawyer’s fees and the likely 

results. If you are considering going beyond the initial 

consultation and hiring the lawyer, request a written 

fee agreement before proceeding.

What If You Can’t Afford A Lawyer?

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. Additional resources may be found at 

www.lawhelp.org or www.freeadvice.com.

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 could 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.

Report Fraud & Safety Hazard

If you suspect a law has been violated, contact your 

local or state consumer protection agency (p. 122). 

This agency may take action or refer you to another 

state organization that has the authority where you 

live. A local law enforcement officer could 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, allowing 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, which is usually the same agency 

to contact with your complaint. You can also find 

the appropriate federal agency by using the online 

directory at www.pueblo.gsa.gov/complaint

resources.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.

•	 Contact the Federal Trade Commission (p. 114).

•	 Scams that used the mail or interstate delivery

service should also be reported to the U.S. Postal 

Inspection Service (p. 116). 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. 111)

•	 Drugs, medical devices. Food and Drug 

Administration (p. 106)

•	 Food. U.S. Department of Agriculture (p. 102), 

Food and Drug Administration (p. 106)

•	 Seafood. Food and Drug Administration (p. 106), 

U.S. Department of Commerce (p. 103)

•	 Toys, baby and play equipment, household products. 

U.S. Consumer Product Safety Commission (p. 102)

www.ConsumerAction.gov 54

Part II – Filing a Complaint Part III – Key Information Resources Index
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

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

Sample Complaint Letter

www.consumeraction.gov/caw_problems_sample_complaint.shtml

55 To call or write an organization, use the directory on page 60.
Federal Citizen Information Center (FCIC)

www.pueblo.gsa.gov A one-stop source for consumer 

information. See page 114. 

www.USA.gov

Links you to government representatives, services and 

information at the federal, state, regional and tribal 

level. Similar information is posted in Spanish at 

www.GobiernoUSA.gov.

Consumer Sentinel

www.ftc.gov/sentinel

Consumer Sentinel is the unique investigative 

cyber tool that provides members of the Consumer 

Sentinel Network with access to millions of consumer 

complaints, where you can file a complaint into the 

network using their Complaint Assistant Wizard 

www.ftccomplaintassistant.gov.

Consumer Sentinel includes complaints about: 

•	 Identity Theft

•	 Do-Not-Call Registry violations

•	 Computers, the Internet, and Online Auctions

•	 Telemarketing Scams

•	 Advance-Fee Loans and Credit Scams

•	 Sweepstakes, Lotteries, and Prizes

•	 Business Opportunities and Work-at-Home Schemes

•	 Health and Weight Loss Products

•	 Debt Collection, Credit Reports, and Financial Matters

Consumer Sentinel is based on the premise that 

sharing information can make law enforcement even 

more effective. Consumer Sentinel Network provides 

law enforcement members with access to complaints 

provided directly to the Federal Trade Commission 

by consumers and complaints shared by data 

contributors. Consumer Sentinel is free and available 

to any federal, state or local law enforcement agency.

Center For The Study of Services

www.checkbook.org 

Evaluates quality and price for local services in 

major metropolitan areas.

Consumers Union of U.S., Inc. (CU)

www.consumerreports.org 

Researches and tests goods and services such as 

automobiles, appliances, food, clothing, luggage, 

and insurance. See page 118.

Consumer World

www.consumerworld.org 

A public service website with links to hundreds 

of consumer resources, corporations and 

government agencies. 

National Institute of Food and Agriculture (NIFA) 

Programs cover food and nutrition, housing, 

gardening, budgeting, using credit, saving for 

retirement, and more. Visit www.nifa.usda.gov

or www.eXtension.org.

Libraries

Publications from many of the organizations 

mentioned on this page are available at your local 

public library or visit www.publiclibraries.com.

For Teachers

Teachers often use the Consumer Action Handbook 

to teach essential information about credit, 

insurance, major purchases, complaint letters and 

other consumer topics. For classroom copies of the 

Handbook, please e-mail action.handbook@gsa.gov; 

include the name and address of your school and 

the number of copies you would like to receive. For 

additional resources, including lesson plans, go to 

www.ConsumerAction.gov/caw_teachers.shtml or 

www.pueblo.gsa.gov/teachers. 

www.ConsumerAction.gov www.pueblo.gsa.gov 56

Part III – Key Information Resources

Part II – Filing a Complaint Part III – Key Information Resources Index
For Persons with Disabilities

National Council on Disability

www.ncd.gov A federal agency whose mission is 

to improve the quality of life for Americans with 

disabilities and their families. See page 114.

National Disability Rights Network

www.ndrn.org Provides legally-based advocacy 

services for people with disabilities.

Department of Education

www.ed.gov Provides training and information to 

parents of disabled children and to people who work 

with them. See page 103.

Department of Housing and Urban Development

www.hud.gov/offices/fheo/disabilities Learn more 

about the housing rights of people with disabilities, 

and the responsibilities of housing providers and 

building and design professionals.

National Library Service for the Blind 

and Physically Handicapped

www.loc.gov/nls Administers a free loan service of 

recorded and Braille books and magazines, music 

scores in Braille and large print, plus specially 

designed playback equipment. 

57 To call or write an organization, use the directory on page 60.

For Military Personnel

Today’s military family faces many common consumer 

challenges, as well as the additional stress associated 

with frequent separation. To ease such difficulties, 

Family Centers, along with the other programs 

described below, provide help and support for 

military families. 

U.S. Military Family Centers

Located on most military installations, Family 

Centers provide information, life skills education, 

and support services to military members and their 

families. One key function of a Family Center is to link 

customers with appropriate services available in the 

local community and/or through state and federal 

assistance programs such as those related to health 

and human services, school systems, employment 

assistance, law enforcement and recreation. 

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.

Air Force Community Readiness and 

Family Support

AF/A1SF 4E235

Force Sustainment Division

1040 Air Force Pentagon

Washington DC 20330-1040

703-697-0067

www.afcrossroads.com 

Air Force Crossroads is a comprehensive resource 

for Air Force members and their families relating 

to nearly every aspect of personal and professional 

life. With topics that range from health and wellness, 

finances, family matters and recreation, the network 

includes access to the Air Force Spouse Forum, chat 

rooms, an employment forum, a flea market and links 

to news sources.

Marine Corps Community Services

3280 Russell Rd.

Quantico, VA 22134-5103

703-784-0275

DSN: 278-0275

Toll free: 1-800-MARINES

Fax: 703-784-9816

www.usmc-mccs.org 

The Personal and Family Readiness Division (MR)

provides a number of Marine Corps personnel service

programs, such as: Casualty Assistance, DEERS 

Dependency Determination, Voting Assistance, Postal 

Services, and Personal Claims. MCCS delivers goods

and services at over 2,250 facilities and has a staff of 

more than 12,000 employees worldwide.

Services And Resources For

Consumers With Disabilities

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.

Other Services – Consumers who are deaf or hard of 

hearing, or who have 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.
www.ConsumerAction.gov www.pueblo.gsa.gov 58

Fleet and Family Support Programs

Commander, Navy Installations Command 

2713 Mitscher Road, SW, Suite 300

Washington, DC 20373-5802

1-800-FSC-LINE (372-5463)

www.nffsp.org 

The Fleet and Family Support Program delivered by 

Commander, Navy Installations Command, provides 

support, references, information and a wide range of 

assistance for members of the Navy and their families 

to meet the unique challenges of the military lifestyle. 

Up-to-date news, messages, links and resources 

are provided, including assistance with relocation, 

employment, career and benefits, healthy lifestyles, 

casualties, domestic violence, and retirement.

Family and Morale, Welfare and Recreation 

Command (FMWRC), Family Programs

Directorate, Army Community Service 

4700 King St.

Alexandria, VA 22302

703-681-5375

DSN: 761-5375

Fax: 703-681-7236

www.MyArmyLifeToo.com

The MyArmyLifeToo portal is the single gateway to

comprehensive information on the support available 

to Army personnel and families, including resources 

to strengthen home and family life, Army basics 

training, lifelong learning, finances, employment, 

relevant news, along with links to key resources.

U.S. Coast Guard

2100 Second St., SW, Room 6320

Washington, DC 20593

202-267-6160

Toll free: 1-800-368-5647 (Safety)

Toll free: 1-877-NOW-USCG (Recruiting)

Fax: 202-267-4798

www.uscg.mil 

The U.S. Coast Guard can provide key resources, 

including core publications, career information and 

related news, as well as comprehensive background 

about its mission, community services, history, photos 

and reports.

Military HOMEFRONT

www.militaryhomefront.dod.mil 

Military HOMEFRONTis the official Department of

Defense website for information to help improve the 

quality of life for troops and their families. Members of

all branches of the military service and their families 

will find reliable, up-to-date details and advice on such 

topics as education, housing, legal matters, parenting, 

personal finances, pay and benefits, relocation 

and healthcare. Military HOMEFRONT also makes

it easier for leaders to locate official quality of life 

program information and resources for their troops 

and families. In addition, service providers can access 

desk guides, policies, forms and other resources.

Military Sentinel

www.ftc.gov/sentinel/military 

Military Sentinel is a gateway to consumer education

materials covering a wide range of consumer 

protection issues, from auto leasing, to identity 

theft, to work-at-home scams. It allows members of 

the United States Armed Forces to enter consumer 

complaints directly into a database that is immediately 

accessible by over 500 law enforcement organizations 

throughout the United States, Canada, and Australia. 

These law enforcement agencies use this complaint 

data to target cases for prosecution and other 

Part II – Filing a Complaint Part III – Key Information Resources Index

Better Business Bureau

Military Line

The BBB Military Line, www.military.bbb.org, 

offers consumer education and advocacy to service 

members and their families. Five service-specific 

sites contain current military-related consumer 

news, as well as links to local BBBs and other sites 

with useful consumer information:

www.army.bbb.org

www.navy.bbb.org

www.airforce.bbb.org

www.marinecorps.bbb.org

www.coastguard.bbb.org

Users may request reports, file complaints, and sign 

up for a custom consumer newsletter. On a local 

level, area BBBs provide educational briefings for 

military personnel and their families, and work with 

local businesses to promote ethical treatment of 

military consumers.
59 To call or write an organization, use the directory on page 60.

enforcement measures. The information from Military

Sentinel can also be used by members of the JAG 

staff and others in the Department of Defense to help 

protect armed services members and their families 

from consumer protection-related problems.

Military OneSource

1-800-342-9647 

www.militaryonesource.com 

Military OneSource is an excellent hub of information

and assistance for military personnel and their families. 

This 24/7 resource offers a variety of services and tools 

dedicated to meeting the special needs and improving 

the lives of service men and women, both personally 

and professionally. In addition to in-person counseling 

and direct links to all of the armed services home sites, 

Military OneSource offers advice and who-to-contact

information on matters such as health, education, 

training, moving, shopping, legal issues and finances. 

Podcasts, webinars, discussion boards and news 

feeds cover special topics and provide answers to help 

resolve problems.

Commissaries and Exchanges

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. 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 of a commissary or exchange before 

contacting the national headquarters.

Wounded Warrior Resource Center

The Wounded Warrior Resource Center website 

(WWRC) provides wounded service members, their 

families, and caregivers with information they need 

in the areas of military facilities, health care services, 

and benefits. It supports access to the Wounded 

Warrior Resource Call Center and trained 

specialists who are available 24 hours a day, 7 days 

a week by phone at 1-800-342-9647 or by e-mail at 

wwrc@militaryonesource.com. Information is also 

available on how to connect to other families for 

support and recreation.

National Resource Directory

The National Resource Directory provides wounded, ill 

and injured service members, veterans, their families 

and those who support them with a web-based yellow 

book. It provides information on, and access to, 

the full range of medical and non-medical services 

and resources needed to achieve their personal 

and professional goals across the transitions from 

recovery to rehabilitation to community reintegration. 

The National Resource Directory is an online 

partnership of the Departments of Defense, Labor and 

Veterans Affairs and provides links to the services 

and resources of federal, state and local governmental 

agencies; veteran’s service, non-profit, communitybased and philanthropic organizations; professional 

associations and academic institutions. 

Predatory Lending Restrictions

As of October 1, 2007, the Talent-Nelson amendment 

to the John Warner National Defense Authorization 

Act allows the Department of Defense to regulate 

the terms of payday loans, vehicle title loans and tax 

refund loans to active duty service members and their 

dependents. These three products have high interest 

rates, coupled with short payback terms.

The rule for service members and their dependents 

limits the annual percentage rate on these loans to 

36 percent. All fees and charges should be included 

in the calculation of the rate. The rule also prohibits 

contracts requiring the use of a check or access 

to a bank account, mandatory arbitration, and 

unreasonable legal notice. Any credit agreement 

subject to the regulation that fails to comply with 

this regulation is void and cannot be enforced. The 

rule further provides that a creditor or assignee that 

knowingly violates the regulation shall be subject to 

certain criminal penalties.

The Department of Defense strongly encourages 

service members and their families to choose 

alternatives which are designed to help resolve 

financial crises, rebuild credit ratings and establish 

savings for emergencies. Payday loans, vehicle title 

loans and tax refund loans can propel an already 

over-extended borrower into a deeper spiral of debt.
Member of SOCAP International, see page 71 Provided financial support for the publication 

of the Consumer Action Handbook.

Automotive Manufacturers

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

60

Part IV – Consumer Assistance Directory

Table of Contents

Automotive Manufacturers. . . . . . . . . . . . . . . . . . . . . . 61

Automotive Dispute Resolution Resources. . . . . . . 64

Better Business Bureaus. . . . . . . . . . . . . . . . . . . . . . . . 65

Corporate Consumer Contacts. . . . . . . . . . . . . . . . . . 71

Federal Agencies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Commission on Civil Rights. . . . . . . . . . . . . . . . . 102

Consumer Product Safety Commission. . . . . . . 102

Department of:

Agriculture. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Commerce. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Defense. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Education. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Energy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Health and Human Services. . . . . . . . . . . . . . 105

Homeland Security. . . . . . . . . . . . . . . . . . . . . . 107

Housing and Urban Development. . . . . . . . . 108

Interior. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Justice. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Labor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

State. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Transportation. . . . . . . . . . . . . . . . . . . . . . . . . . 110

Treasury. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Veterans Affairs. . . . . . . . . . . . . . . . . . . . . . . . . 112

Environmental Protection Agency. . . . . . . . . . . . 112

Equal Employment Opportunity Commission. . 113

Federal Communications Commission. . . . . . . . 113

Federal Deposit Insurance Corporation. . . . . . . 113

Federal Maritime Commission. . . . . . . . . . . . . . . 113

Federal Reserve System. . . . . . . . . . . . . . . . . . . . . 114

Federal Trade Commission. . . . . . . . . . . . . . . . . . 114

General Services Administration. . . . . . . . . . . . . 114

National Archives and Records Admin... . . . . . 114

National Council on Disability. . . . . . . . . . . . . . . 114

National Credit Union Administration. . . . . . . . 115

National Labor Relations Board. . . . . . . . . . . . . . 115

Office of Personnel Management. . . . . . . . . . . . . 115

Pension Benefit Guaranty Corporation. . . . . . . 115

Railroad Retirement Board . . . . . . . . . . . . . . . . . . 115

Securities and Exchange Commission. . . . . . . . 115

Small Business Administration. . . . . . . . . . . . . . 115

Social Security Administration. . . . . . . . . . . . . . 116

Surface Transportation Board. . . . . . . . . . . . . . . 116

U.S. Access Board. . . . . . . . . . . . . . . . . . . . . . . . . 116

U.S. Commodity Futures 

Trading Commission. . . . . . . . . . . . . . . . . . . . . 116

U.S. Postal Service. . . . . . . . . . . . . . . . . . . . . . . . . 116

National Consumer Organizations. . . . . . . . . . . . . . 117

State, County and City Consumer 

Protection Offices. . . . . . . . . . . . . . . . . . . . . . . . . . 122

State Banking Authorities. . . . . . . . . . . . . . . . . . . . . . 139

State Insurance Regulators. . . . . . . . . . . . . . . . . . . . 143

State Securities Administrators. . . . . . . . . . . . . . . . 148

State Utilities Commissions. . . . . . . . . . . . . . . . . . . . 152

Trade and Professional Associations. . . . . . . . . . . 156
Member of SOCAP International, see page 71

Provided financial support for the publication 

of the Consumer Action Handbook.

Automotive Manufacturers

61

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 resources 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.

A local or state consumer agency (p. 122) could also be a useful resource in resolving problems with your 

vehicle. If you have a new vehicle, be sure to ask whether you have any protection under a state lemon law.

Acura

Customer Relations Department

1919 Torrance Blvd., M/S 500-

2N7E

Torrance, CA 90501-2746

310-783-2000

Toll free: 1-800-382-2238

Fax: 310-783-3535

www.acura.com

Alfa

Alfa Romeo Distributors of North 

America, Inc.

7454 Brokerage Dr.

Orlando, FL 32809

407-856-5000

www.alfaromeo.com

American Honda Motor Co., 

Inc.

Honda Automobile Customer 

Service

1919 Torrance Blvd.

Mail Stop: 500 - 2N - 7D

Torrance, CA 90501-2746

310-783-2000

Toll free: 1-800-999-1009

Fax: 310-783-3273

www.honda.com

American Suzuki Motor 

Corp.

Customer Relations Department

PO Box 1100

Brea, CA 92822-1100

714-572-1490 (Motorcycle/ATV/

Marine)

Toll free: 1-800-934-0934 

(Automotive)

Fax: 714-579-1272 (Automotive)

www.suzuki.com

Aston Martin

Customer Relations Department

U.S. National Headquarters

One Premier Place

Irvine, CA 92618

949-341-5800

www.astonmartin.com

Audi of America, Inc.

Client Relations

2200 Ferdinand Porsche Dr.

Herndon, VA 20171

Toll free: 1-800-822-2834

E-mail: auditalk@audi.com

www.audiusa.com

BMW of North America

Customer Relations

300 Chestnut Ridge Rd.

Woodcliff Lake, NJ 07677-7731

201-307-4000

Toll free: 1-800-831-1117

Fax: 201-930-8362

www.bmwusa.com

Buick

Customer Assistance Center

PO Box 33136

Detroit, MI 48232-5136

Toll free: 1-800-521-7300

TTY: 1-800-735-2900

www.buick.com

Cadillac

Customer Assistance Center

PO Box 33169

Detroit, MI 48232-5169

Toll free: 1-800-458-8006

TTY: 1-800-255-2683

www.cadillac.com

Chevrolet

Customer Assistance Center

PO Box 33170

Detroit, MI 48232-5170

Toll free: 1-800-222-1020

TTY: 1-800-833-2438

Fax: 313-556-5108

www.chevrolet.com

Chrysler

Chrysler Group, LLC

Customer Assistance Center

PO Box 21-8004

Auburn Hills, MI 48321-8004

Toll free: 1-800-992-1997

www.chrysler.com

Dodge

See: Chrysler

Toll free: 1-800-992-1997

www.dodge.com

Ferrari North America, Inc.

Corporate Office

250 Sylvan Ave.

Englewood Cliffs, NJ 07632

201-816-2600

Fax: 201-816-2626

www.ferrari.com

Ford Motor Company 

Customer Relationship Center

PO Box 6248

Dearborn, MI 48126

Toll free: 1-800-392-3673

TTY: 1-800-232-5952

www.ford.com

Automotive Manufacturers
Member of SOCAP International, see page 71 Provided financial support for the publication 

of the Consumer Action Handbook.

Automotive Manufacturers

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

62

Land Rover 

Customer Relationship Center

555 MacArthur Blvd.

Mahwah, NJ 07430

Toll free: 1-800-637-6837

Fax: 201-760-8514

www.landroverusa.com

Lexus

A Division of Toyota Motor Sales, 

U.S.A., Inc.

PO Box 2991

Mail Drop L201

Torrance, CA 90501-2732

Toll free: 1-800-255-3987

TTY: 711

Fax: 310-468-2992

www.lexus.com

Lincoln

PO Box 6128

Dearborn, MI 48121

Toll free: 1-800-521-4140

www.lincoln.com

Mazda North American 

Operations

Customer Assistance Center

PO Box 19734

Irvine, CA 92623-9734

Toll free: 1-800-222-5500

Fax: 949-727-6703

www.mazdausa.com

Mercedes Benz USA, LLC 

Customer Assistance Center

Three Mercedes Dr.

Montvale, NJ 07645

Toll free: 1-800-367-6372

Fax: 201-476-6213

www.mbusa.com

Mercury

See: Lincoln

www.mercuryvehicles.com

Mitsubishi Motors North 

America, Inc.

Customer Relations

PO Box 6014

Cypress, CA 90630-0014

Toll free: 1-888-648-7820

www.mitsubishicars.com

Nissan North America, Inc.

Consumer Affairs Group

PO Box 685003

Franklin, TN 370685003

Toll free: 1-800-647-7261

Fax: 310-771-2025

www.nissanusa.com

Oldsmobile

Customer Assistance Center

PO Box 33171

Detroit, MI 48232-5171

Toll free: 1-800-442-6537

TTY: 1-800-833-9935

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: customerservice@

peugeotusa.net

www.peugeot.com

Pontiac

See: GMC

Customer Service Center

PO Box 33172

Detroit, MI 48232-5172

Toll free: 1-800-762-2737

TTY: 1-800-833-9935

www.pontiac.com

Porsche Cars North 

America, Inc.

Customer Commitment

Owner Relations

980 Hammond Dr., Suite 1000

Atlanta, GA 30328

Toll free: 1-800-767-7243

www.porsche.com/usa

Saab Automobile USA

Customer Assistance Center

PO Box 33166

Detroit, MI 48232-5166

Toll free: 1-800-955-9007

www.saabusa.com

General Motors Corp. (GMC)

Customer Assistance Center

PO Box 33172

Detroit, MI 48232-5172

Toll free: 1-800-462-8782

TTY: 1-800-462-8583

www.gmc.com

Hyundai Motor America 

Consumer Affairs

PO Box 20850

Fountain Valley, CA 92728-0850

714-965-3000

Toll free: 1-800-633-5151

E-mail: consumeraffairs@hmausa.

com

www.hyundaiusa.com

Infiniti

See: Nissan North America, Inc.

Consumer Affairs

PO Box 685003

Franklin, TN 37068-5003

Toll free: 1-800-662-6200

www.infiniti.com

Isuzu Motors America, Inc.

Owner Relations Department

1400 S. Douglass Rd., Suite 100

Anaheim, CA 92806

Toll free: 1-800-255-6727

www.isuzu.com

Jaguar 

Customer Relationship Center

555 MacArthur Blvd.

Mahwah, NJ 07430-2327

Toll free: 1-800-452-4827

Fax: 201-818-9770

www.jaguarusa.com

Jeep

See: Chrysler

Toll free: 1-800-992-1997

www.jeep.com/en

Kia Motors America, Inc.

Consumer Assistance Center

PO Box 52410

Irvine, CA 92619-2410

Toll free: 1-800-333-4542

Fax: 949-468-4805

www.kia.com
Member of SOCAP International, see page 71

Provided financial support for the publication 

of the Consumer Action Handbook.

Automotive Manufacturers

63

Subaru of America, Inc.

Customer/Dealer Services

Subaru Plaza

PO Box 6000

Cherry Hill, NJ 08034-6000

Toll free: 1-800-782-2783

www.subaru.com

Toyota Motor Sales U.S.A., 

Inc.

Customer Experience Center

Department WC 11

19001 S. Western Ave.

Torrance, CA 90501

310-468-4000

Toll free: 1-800-331-4331

TTY: 1-800-443-4999

Fax: 310-468-7814

www.toyota.com

Volkswagen Group of 

America, Inc.

Customer Relations

Hills Corporate Center

3499 West Hamlin Rd.

Rochester Hills, MI 48309

Toll free: 1-800-822-8987

Fax: 248-754-6504

www.vw.com

Volvo Cars of North 

America 

Customer Care Center

One Volvo Dr.

PO Box 914

Rockleigh, NJ 07647

Toll free: 1-800-458-1552

Fax: 1-800-992-3970

www.volvocars.com

Saturn

See: GMC

Customer Assistance Center

PO Box 33173

Detroit, MI 48232-5173

Toll free: 1-800-553-6000

www.saturn.com

Smart USA

2555 Telegraph Rd.

Bloomfield Hills, MI 48302

Toll free: 1-800-762-7887

www.smartusa.com
Automotive Dispute Resolution Programs

BBB Auto Line

Council of Better Business Bureaus, Inc.

4200 Wilson Blvd.,8th Floor

Arlington, VA 22203-1838

703-276-0100

Toll free: 1-800-955-5100

TTY: 703-276-1862

Fax: 703-525-8277

E-mail: info@cbbb.bbb.org

www.bbb.org

BBB Auto Line is a third-party dispute resolution 

program for automobile manufacturers.

DOT Auto Safety Line 

Office of Defects Investigation

1200 New Jersey Ave., SE

NVS-216

Washington, DC 20590

Toll free: 1-888-327-4236

TTY: 1-800-424-9153

Fax: 202-366-1767

www-odi.nhtsa.dot.gov/contact.cfm

Consumers can contact the DOT Auto Safety 

Hotline to report safety defects in vehicles, tires, 

and child safety seats. Information is available about 

air bags, child safety seats, seat belts, and general 

highway safety. Consumers who experience a safety 

defect in their vehicle are encouraged to report the 

defect to the Hotline in addition to the dealer or 

manufacturer.

International Association of Lemon Law 

Administrators 

89 Annabessacook Dr.

Winthrop, ME 04364

207-377-8752

www.TheLemonLaw.org

This organization supports and promotes 

government agencies that administer motor vehicle 

warranty and related laws, through the publication 

of a newsletter, consumer and industry education, 

and other intergovernmental activities.

Motorist Assurance Program (MAP) 

201 Park Washington Court

Falls Church, VA 22046

703-532-2027

Fax: 202-318-0378

E-mail: map@motorist.org

www.motorist.org

MAP accredits those auto repair shops that 

apply and follow industry developed standards 

for inspecting vehicles as well as meet other 

requirements. MAP handles inquiries/disputes 

between accredited shops and customers and offers 

information to consumers about how to locate a 

repair shop, how to talk to a technician and how to 

work successfully with auto repair shops.

National Automobile Dealers Association

AUTOCAP

8400 Westpark Dr.

McLean, VA 22102

Toll free: 1-800-252-6232

E-mail: nadainfo@nada.org

www.nada.org

AUTOCAP is a third-party dispute resolution 

program administered through the National 

Automobile Dealers Association. The national office 

makes referrals to state auto dealer associations.

RV Consumer Group

PO Box 520

Quilcene, WA 98376

360-765-3846

Toll free: 1-800-405-3325 (Order Desk)

Fax: 360-765-3233

E-mail: rvgroup@rv.org

www.rv.org

RV Consumer Group is a nonprofit organization 

dedicated to the safety of recreational vehicles.

This group is not aligned or affiliated with the RV 

industry. It offers books and memberships to help 

consumers select the best RV for them.

64

Member of SOCAP International, see page 71 Provided financial support for the publication 

of the Consumer Action Handbook.

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index
Better Business Bureaus

65

www.bbb.org

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. They also provide ratings (A, B, C, 

D, or F) of local companies to express the BBB’s confidence that the company operates in a trustworthy 

manner and willingness to resolve customer concerns.

Complaints should be submitted in writing so that an accurate record exists of the dispute. The BBB 

will then present the complaint to 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.

BBBOnLine (www.bbb.org) 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.

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 (p. 64).

Council

Council of Better Business 

Bureaus, Inc.

4200 Wilson Blvd., 8th Floor

Arlington, VA 22203-1838

703-276-0100

Fax: 703-525-8277

www.bbb.org

Alaska

Anchorage

3601 C St., Suite 1378

Anchorage, AK 99503

907-562-0704

Alabama

Birmingham

1210 South 20th St.

Birmingham, AL 35205

205-558-2222

Toll free: 1-800-824-5274

Boaz

100 Bartlett Ave.

Boaz, AL 35957

256-840-3888

Toll free: 1-800-239-1642

Cullman

202 1st Ave., SE, Suite I

Cullman, AL 35055

256-775-2917

Decatur

254 Moulton St. E

Third Floor

Decatur, AL 35601

256-533-1640

Florence

205 S. Seminary St., Suite 114

Florence, AL 35630

256-740-8224

Huntsville

107 Lincoln St. NE

Huntsville, AL 35801

256-533-1640

Toll free: 1-800-239-1642

Mobile

3361 Cottage Hill Rd., Suite E

Mobile, AL 36606

251-433-5494

Montgomery

4750 Woodmere Blvd., Suite D

Montgomery, AL 36106

334-273-5530

Arkansas

Little Rock

12521 Kanis Rd.

Little Rock, AR 72211

501-664-7274

Arizona

Phoenix

4428 North 12th St.

Phoenix, AZ 85014

602-264-1721

Prescott

1569 West Gurley St.

Prescott, AZ 86305

928-772-3410

Sierra Vista

2160 E. Fry Blvd.

C5 PMB 172

Siera Vista, AZ 85635

520-732-9823

Tucson

434 S. Williams Blvd., Suite 102

Tucson, AZ 85711

520-888-5353
www.bbb.org

Better Business Bureaus

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

66

California

Bakersfield

1601 H St., Suite 101

Bakersfield, CA 93301

661-322-2074

Colton

315 North La Cadena

Colton, CA 92324

909-825-7280

Fresno

4201 W. Shaw Ave., Suite 107

Fresno, CA 93722

559-222-8111

Long Beach

3363 Linden Ave., Suite A

Long Beach, CA 90807

562-216-9240

Los Angeles

6125 Washington Blvd., Suite 306

Culver City, CA 90232

310-945-3166

Oakland

1000 Broadway, Suite 625

Oakland, CA 94607

510-844-2000

Placentia

550 W. Orangethrope Ave.

Placentia, CA 92870

714-985-8922

Sacramento

3075 Beacon Blvd.

West Sacramento, CA 95691-3462

916-443-6843

San Diego

5050 Murphy Canyon Rd., Suite 110

San Diego, CA 92123

858-496-2131

San Jose

1112 S. Bascom Ave.

San Jose, CA 95128

408-278-7400

Santa Barbara

PO Box 129

Santa Barbara, CA 93102

805-963-8657

Stockton

11 S. San Joaquin St., Suite 803

Stockton, CA 95202-3202

209-948-4880

Colorado

Colorado Springs

25 North Wahsatch Ave.

Colorado Springs, CO 80903

719-636-1155

Denver

1020 Cherokee St.

Denver, CO 80204-4039

303-758-2100

Fort Collins

8020 S. County Rd. 5, #100

Fort Collins, CO 80528

970-484-1348

Connecticut

Hartford/Wallingford

94 South Turnpike Rd.

Wallingford, CT 06492-4322

203-269-2700

District of Columbia

Washington

1411 K St., NW, 10th Floor

Washington, DC 20005-3404

202-393-8000

Delaware

Dover/New Castle

60 Reads Way

New Castle, DE 19720

302-230-0108

Florida

Clearwater

2655 McCormick Dr.

Clearwater, FL 33759

727-535-5522

Jacksonville

4417 Beach Blvd., Suite 202

Jacksonville, FL 32207

904-721-2288

Miami

14750 NW 77 Ct., #317

Miami Lakes, FL 33016

561-842-1918

Orlando

1600 S. Grant St.

Longwood, FL 32750

407-621-3300

Pensacola

912 E Gadsden St.

Pensacola, FL 32501

850-429-0002

Stuart

101 SE Ocean Blvd., #202

Stuart, FL 34994

772-223-1492

West Palm Beach

4411 Beacon Circle, Suite 4

West Palm Beach, FL 33407

561-842-1918

Georgia

Atlanta

503 Oak Place, Suite 590

Atlanta, GA 30349

404-766-0875

Augusta

1227 Augusta West Pkwy., Suite 15

Augusta, GA 30909

706-210-7676

Columbus

500 12h St.

Columbus, GA 31901

706-324-0712

Macon

277 Martin Luther King, Jr. Blvd.

Suite 102

Macon, GA 31201-3495

478-742-7999

Savannah

6606 Abercorn St., Suite 108C

Savannah, GA 31405-5817

912-354-7522

Hawaii

Honolulu

1132 Bishop St., Suite 615

Honolulu, HI 96813-2822

808-536-6956
www.bbb.org

Better Business Bureaus

67

Iowa

Bettendorf

2435 Kimberly Rd., Suite 260 N

Bettendorf, IA 52722-4100

563-355-6344

Des Moines

505 5th Ave., Suite 950

Des Moines, IA 50309

515-243-8137

Idaho

Boise

4355 Emerald St., Suite 290

Boise, ID 83706

208-342-4649

Idaho Falls

453 River Pkwy.

Idaho Falls, ID 83402

208-523-9754

Illinois

Chicago

330 North Wabash Ave., Suite 2006

Chicago, IL 60611-7621

312-832-0500

Peoria

112 Harrison St.

Peoria, IL 61602

309-688-3741

Rockford

810 East State St., 3rd Floor

Rockford, IL 61104-1001

815-963-2222

Indiana

Evansville

5401 Vogel Rd., Suite 410

Evansville, IN 47715

812-473-0202

Fort Wayne

4011 Parnell Ave.

Fort Wayne, IN 46805

260-423-4433

Indianapolis

22 East Washington St., Suite 200

Indianapolis, IN 46204-3584

317-488-2222

Merriville

7863 Broadway, Suite 124

Merriville, IN 46410

219-791-9550

Osceola

11606 McKinley Hwy.

Osceola, IN 46561

574-675-9315

Kansas

Topeka

501 Southeast Jefferson, Suite 24

Topeka, KS 66607-1190

785-232-0454

Wichita

345 N. Riverview St., Suite 720

Wichita, KS 67203

316-263-3146

Kentucky

Lexington

1460 Newtown Pike

Lexington, KY 40511

859-259-1008

Louisville

844 S. Fourth St.

Louisville, KY 40203-2186

502-583-6546

Louisiana

Alexandria

5220-C Rue Verdun

Alexandria, LA 71303

318-473-4494

Baton Rouge

748 Main St.

Baton Rouge, LA 70802

225-346-5222

Houma

801 Barrow St., Suite 400

Houma, LA 70360

985-868-3456

Lafayette

4007 West Congress St., Suite B

Lafayette, LA 70506

337-981-3497

Lake Charles

2309 E. Prien Lake Rd.

Lake Charles, LA 70601

337-478-6253

Monroe

212 Walnut St., #210

Monroe, LA 71201

318-387-4600

Toll free: 1-800-960-7756

New Orleans

710 Baronne St., Suite C

New Orleans, LA 70113

504-581-6222

Shreveport

401 Edwards St., Suite 135

Shreveport, LA 71101

318-222-7575

Massachusetts

Boston

235 West Central St., Suite 1

Natick, MA 01760-3767

508-652-4800

Worcester

340 Main St., Suite 802

Worcester, MA 01608

508-755-2548

Maryland

Baltimore

1414 Key Hwy., Suite 100

Baltimore, MD 21230-5189

410-347-3990

Maine

Portland

812 Stevens Ave.

Portland, ME 04103

Toll free: 1-800-422-2811

Michigan

Grand Rapids

40 Pearl NW, Suite 354

Grand Rapids, MI 49503

616-774-8236

Detroit/Southfield

30555 Southfield Rd., Suite 200

Southfield, MI 48076-7751

248-644-9100
Better Business Bureaus

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

68

www.bbb.org

Minnesota

Minneapolis/St. Paul

2706 Gannon Rd.

St. Paul, MN 55116-2600

651-699-1111

Missouri

Kansas City

8080 Ward Pkwy., Suite 401

Kansas City, MO 64114

816-421-7800

Springfield

430 S. Glenstone Ave., Suite A

Springfield, MO 65802

417-862-4222

St. Louis

15 Sunnen Dr., Suite 107

St. Louis, MO 63143

314-645-3300

Mississippi

Jackson

601 Renaissance Way, Suite A

Ridgeland, MS 39157

601-707-0960

Nebraska

Lincoln

3633 O St., Suite 1

Lincoln, NE 68510

402-436-2345

Omaha

11811 P St.

Omaha, NE 68137

402-391-7612

Toll free: 1-800-649-6814 

New Hampshire

Concord

25 Hall St., Suite 102

Concord, NH 03301

603-224-1991

New Jersey

Trenton

1700 Whitehorse-Hamilton Square 

Rd.

Suite D-5

Trenton, NJ 08690-3596

609-588-0808

New Mexico

Albuquerque

2625 Pennsylvania NE, Suite 2050

Albuquerque, NM 87110-3658

505-346-0110

Farmington

308 North Locke

Farmington, NM 87401-5855

505-326-6501

Nevada

Las Vegas

6040 S. Jones Blvd.

Las Vegas, NV 89118

702-320-4500

Reno

991 Bible Way

Reno, NV 89502-2122

775-322-0657

New York

Amherst

100 Bryant Woods South

Amherst, NY 14228

716-881-5222

Farmingdale

399 Conklin St., Suite 300

Farmingdale, NY 11735

212-533-6200

New York

257 Park Ave., South 4th Floor

New York, NY 10010-7384

212-533-6200

Rochester

55 St. Paul Street

Rochester, NY 14604

716-881-5222

Tarrytown/ Westchester Cty.

150 White Plains Rd., Suite 107

Tarrytown, NY 10591-5521

212-533-6200

North Carolina

Asheville

112 Execuitive Park

Asheville, NC 28801

828-253-2392

Charlotte

13860 Ballantyne Corp. Place

Suite 225

Charlotte, NC 28277

704-927-8611

Greensboro

3608 W. Friendly Ave.

Greensboro, NC 27410-4895

336-852-4240

Raleigh

5540 Munford Rd., Suite 130

Raleigh, NC 27612-2621

919-277-4222

Winston-Salem

500 West 5th St., Suite 202

Winston-Salem, NC 27101-2728

336-725-8348

Ohio

Akron

222 West Market St.

Akron, OH 44303

330-253-4590

Canton

1434 Cleveland Ave., NW

Canton, OH 44703

330-454-9401

Cincinnati

Seven West 7th St., Suite 1600

Cincinnati, OH 45202

513-421-3015

Cleveland

2217 East 9th St., Suite 200

Cleveland, OH 44115-1299

216-241-7678

Columbus

1169 Dublin Rd.

Columbus, OH 43215-1005

614-486-6336

Dayton

15 W. Fourth St., Suite 300

Dayton, OH 45402-1830

937-222-5825

Toll free: 1-800-776-5301

Lima

219 N. McDonel

Lima, OH 45801

419-223-7010
www.bbb.org 

Better Business Bureaus

Cookeville

18 N. Jefferson Ave.

Cookeville, TN 38501

Toll free: 1-800-989-4222

Knoxville

255 N. Peters Rd., Suite A

Knoxville, TN 37923

865-692-1600

Memphis

3693 Tyndale Dr.

Memphis, TN 38125

901-759-1300

Murfreesboro

1231 NW Broad St., Suite 313

Murfreesboro, TN 37129

615-242-4222

Nashville

201 Fourth Ave. North, Suite 100

Nashville, TN 37219

615-242-4222

Texas

Abilene

3300 South 14th St., Suite 307

Abilene, TX 79605-5052

325-691-1533

Amarillo

720 S. Tyler, Suite B112

Amarillo, TX 79101

806-379-6222

Austin

1005 La Posada Dr.

Austin, TX 78752

512-445-2911

Beaumont

550 Fannin St., Suite 100

Beaumont, TX 77701-2011

409-835-5348

College Station

418 Tarrow St.

College Station, TX 77840-1822

979-260-2222

Corpus Christi

719 S. Shoreline, Suite 304

Corpus Christi, TX 78401

361-852-4949

Puerto Rico

San Juan

530 Avenida De La Constitucion 

#206

San Juan, PR 00901

787-289-8710

Rhode Island

Coventry

475 Tiogue Ave.

Coventry, RI 02816

Toll free: 1-800-422-2811

South Carolina

Columbia

1515 Burnette Dr.

Columbia, SC 29210

803-254-2525

Conway

314 Laurel St., #203

Conway, SC 29526

843-488-2227

Greenville

408 N. Church St., Suite C

Greenville, SC 29601-2164

864-242-5052

South Dakota

Sioux Falls

300 N. Phillips Ave., #202

Sioux Falls, SD 57104

605-271-2066

Tennessee

Chattanooga

1010 Market St., Suite 200

Chattanooga, TN 37402-2614

423-266-6144

Clarksville

214 Main St.

Clarksville, TN 37040

931-503-2222

Columbia

502 N. Garden St., Suite 801

Columbia, TN 38401

931-433-9501

Toledo

Integrity Place

7668 King’s Pointe Rd.

Toledo, OH 43617

419-531-3116

Youngstown

International Towers

25 Market St.

Youngstown, OH 44501

Toll free: 1-866-887-9222

Oklahoma

Oklahoma City

17 S, Dewey St.

Oklahoma City, OK 73102-2400

405-239-6081

Tulsa

1722 S. Carson Ave., Suite 3200

Tulsa, OK 74119

918-492-1266

Oregon

Lake Oswego

4004 S.W. Kruse Way Pl., Suite 375

Lake Oswego, OR 97035

503-212-3022

Pennsylvania

Bethlehem

528 N. New St.

Bethlehem, PA 18018-5789

610-866-8780

Harrisburg

1337 North Front St.

Harrisburg, PA 17102

717-364-3250

Philadelphia

1880 John F. Kennedy Blvd.

Suite 1330

Philadelphia, PA 19103

215-985-9313

Pittsburgh

300 Sixth Ave., Suite 100-UL

Pittsburgh, PA 15222-2511

412-456-2700

Scranton/Wilkes Barre

4099 Birney Ave.

Moosic, PA 18507

570-614-4222

69
www..bbb..org

Better Business Bureaus

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

West Virginia

Charleston

910 Quarrier St., Suite 405-406

Charleston, WV 25301

304-345-7503

Weslaco

2017 West Expressway 83, Suite 4

Weslaco, TX 78596

956-968-3678

Wichita Falls

4245 Kemp Blvd., Suite 900

Wichita Falls, TX 76308-2830

940-691-1172

Utah

Salt Lake City

5673 S. Redwood Rd., Suite 22

Salt Lake City, UT 84123-5322

801-892-6009

Virginia

Norfolk

586 Virginian Dr.

Norfolk, VA 23505

757-531-1300

Richmond

720 Moorefield Park Dr., Suite 300

Richmond, VA 23236

804-648-0016

Roanoke

31 West Campbell Ave.

Roanoke, VA 24011-1290

540-342-3455

Washington

Seattle

1000 Station Dr., Suite 222

DuPont, WA 98327

206-431-2222

Spokane

152 S. Jefferson, Suite 200

Spokane, WA 99201

509-455-4200

Wisconsin

Milwaukee

10101 W. Greeenfield Ave., Suite 125

West Allis, WI 53214

414-847-6000

Dallas

1601 Elm St., Suite 3838

Dallas, TX 75201-3093

214-220-2000

El Paso

720 Arizona

El Paso, TX 79902

915-577-0191

Fort Worth

101 Summit Ave., Suite 707

Fort Worth, TX 76102-5978

817-332-7585

Houston

1333 W. Loop South, Suite 1200

Houston, TX 77027

713-868-9500

Longview

2401 Judson Rd., #102

Longview, TX 75605

903-758-3222

Lubbock

3333 66th St.

Lubbock, TX 79413-5711

806-763-0459

Midland

10100 County Rd. 118 West

Midland, TX 79711-0206

432-563-1880

San Angelo

3134 Executive Dr., Suite A

San Angelo, TX 76904

325-949-2989

San Antonio

1800 Northeast Loop 410, Suite 400

San Antonio, TX 78217-5296

210-828-9441

Texarkana

2002 Olive St., Suite 111

Texarkana, TX 75501

903-793-4565

Tyler

3600 Old Bullard Rd.

Building 1, Suite 101

Tyler, TX 75701

903-581-5704

70
Member of SOCAP International, see page 71

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

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

• Dun & Bradstreet Directory

To identify the name of a company that manufactures 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, might 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.

A

A&W Restaurants, Inc.

See: YUM! Brands, Inc.

1900 Colonel Sanders Ln.

Louisville, KY 40213

Toll free: 1-866-456-2929

www.awrestaurants.com

AAMCO Transmissions, Inc.

Consumer Affairs

201 Gibraltar Rd.

Horsham, PA 19044

610-668-2900 ext. 224

Toll free: 1-800-292-8500 ext. 224

Toll free: 1-888-346-3226

Fax: 610-664-5897

www.aamco.com

Abbott Nutrition Products 

Division

Consumer Relations

625 Cleveland Ave.

Columbus, OH 43215-1754

614-624-7677

Toll free: 1-800-227-5767

Fax: 614-624-7616

www.abbottnutrition.com

ABC, Inc.

500 S. Buena Vista St.

Burbank, CA 91521-4551

818-460-7477

www.abc.com

Abercrombie & Fitch

720 Fifth Ave., 8th Floor

New York, NY 10019

Toll free: 1-800-934-4403

E-mail: abercrombie@abercrombie.

com

www.abercrombie.com

Accor North America

4001 International Pkwy.

Carrollton, TX 75007

972-360-9000

Toll free: 1-800-557-3435

www.accor-na.com

Adidas USA

Consumer Service

5055 N. Greeley Ave.

Portland, OR 97217

Toll free: 1-800-448-1796

Fax: 971-234-4515

E-mail: consumer.relations@adidas.

com

www.adidas.com

Adobe Systems, Inc.

345 Park Ave.

San Jose, CA 95110-2704

408-536-6000

Toll free: 1-800-833-6687

Toll free: 1-800-642-3623 (Technical 

Support)

Fax: 408-537-6000

www.adobe.com

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 improving customer care through education 

and networking. SOCAP members are identified in this directory by the SOCAP logo. For more 

information, contact SOCAP (p. 121). 

71
Member of SOCAP International, see page 71 Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

Aerus Electrolux Corporation

Customer Service

300 East Valley Dr.

Bristol, VA 24201

Toll free: 1-800-243-9078

Fax: 276-645-2863

E-mail: customerservice@

aerusonline.com

www.aerusonline.com

AETNA, Inc.

151 Farmington Ave.

Hartford, CT 06156

860-273-0123

www.aetna.com

Aflac

1932 Wynnton Rd.

Columbus, GA 31999

Toll free: 1-800-992-3522

www.aflac.com

AirTran Airways

Customer Relations

1800 Phoenix Blvd., Suite 104

Atlanta, GA 30349

Toll free: 1-866-247-2428

Toll free: 1-800-965-2107 ext. 8900 

(Baggage)

www.airtran.com

A.J. Wright

See: TJX Companies, Inc.

Toll free: 1-877-746-7259

www.aj-wright.com

Alamo Rent A Car

Customer Service Division

600 Corporate Park Dr.

Saint Louis, MO 63105

Toll free: 1-800-445-5664

www.alamo.com

Alaska Airlines

PO Box 24948-SEAGT

Seattle, WA 98124-0948

Toll free: 1-800-654-5669 (Customer 

Care)

Toll free: 1-877-815-8253 (Baggage)

Fax: 206-392-2786

www.alaskaair.com

Alberto Culver Company

Consumer Relations

2525 Armitage Ave.

Melrose Park, IL 60160

708-450-3000

Toll free: 1-800-333-0005

Fax: 708-450-2299

www.alberto.com

Albertsons, Inc.

250 Parkcenter Blvd.

Boise, ID 83706

208-395-6200

Toll free: 1-877-932-7948 (Customer 

Service)

www.albertsons.com

Alcon Laboratories, Inc.

6201 South Freeway, TC-35

Fort Worth, TX 76134-2099

817-572-1361

Toll free: 1-800-862-5266

Fax: 817-551-3092

E-mail: consumeraffairs.ft.worth@

alconlabs.com

www.alconlabs.com

Allied Van Lines, Inc.

Customer Service

PO Box 4403

Chicago, IL 60680-4403

Toll free: 1-800-348-2111

Toll free: 1-800-470-2851 (Claims)

Fax: 630-717-3123

E-mail: custsvc@alliedvan.com

www.allied.com

Allstate Insurance Company

2775 Sanders Rd.

Northbrook, IL 60062

847-402-5000

Toll free: 1-800-255-7828 (Claims)

Fax: 847-418-5966

www.allstate.com

Amana Appliances

See: Whirlpool Corporation

Toll free: 1-800-616-2664

www.amana.com

Amazon.com, Inc.

Customer Service

PO Box 81226

Seattle, WA 98108-1226

206-266-1000 (Corporate)

Toll free: 1-800-201-7575

Fax: 206-266-2335

www.amazon.com

America Online, Inc.

22000 AOL Way

Dulles, VA 20166

703-265-1000

Toll free: 1-800-827-6364

Fax: 703-918-1400

www.aol.com

American Airlines, Inc.

Customer Relations

PO Box 619612 MD 2400

Dallas/Fort Worth Airport, TX 75261-

9612

817-967-2000

Fax: 817-967-4162

www.aa.com

American Automobile 

Association

Member Relations

1000 AAA Dr., MS 61

Heathrow, FL 32746

407-444-8402

Fax: 407-444-8416

www.aaa.com

American Eagle Outfitters

Customer Service

150 Thorn Hill Dr.

Warrendale, PA 15086

Toll free: 1-888-232-4535

www.ae.com

American Express Company

Consumer Relations

777 American Express Way

Ft. Lauderdale, FL 33337

Toll free: 1-800-297-6196

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)

Toll free: 1-877-877-0987 (Centurion 

Card Inquiries)

www.americanexpress.com

American Girl

PO Box 620497

Middleton, WI 53562-0497

Toll free: 1-800-360-1861

E-mail: im_cs@americangirl.com

www.americangirl.com

72
Member of SOCAP International, see page 71

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

American Greetings 

Corporation

Consumer Relations

One American Rd.

Cleveland, OH 44144

216-252-7300

Toll free: 1-800-777-4891

Toll free: 1-800-321-3040

E-mail: consumer.relations@

amgreetings.com

www.americangreetings.com

Amtrak

10 G St., N.E.

Washington, DC 20002

Toll free: 1-800-872-7245

TTY: 1-800-523-6590

www.amtrak.com

Amway Corporation

7575 Fulton St. East

Ada, MI 49355-0001

616-787-6000

Toll free: 1-800-253-6500 (Customer 

Service)

Toll free: 1-800-762-6308

TTY: 1-800-548-3878 

Fax: 616-787-7550

E-mail: amway.customer.support@

amway.com

www.amway.com

Andersen Windows, Inc.

Window Care Call Center

100 Fourth Ave. North

Bayport, MN 55003-1096

651-264-5150 (Corporate)

Toll free: 1-888-888-7020 (Service)

Fax: 651-264-5827

www.andersenwindows.com

Angie’s List

1030 E. Washington St.

Indianapolis, IN 46202

Toll free: 1-888-944-5478

www.angieslist.com

Anheuser-Busch, Inc.

Customer Relationship Group

One Busch Pl.

St. Louis, MO 63118

Toll free: 1-800-342-5283

www.anheuser-busch.com

Anthem

2015 Staples Mills Rd.

Richmond, VA 23230

www.anthem.com

Apple Computer, Inc.

One Infinte Loop

Cupertino, CA 95014

Toll free: 1-800-676-2775 (Customer 

Service)

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

Support)

Toll free: 1-800-767-2775 (Service 

Support)

www.apple.com

Applebee’s

11201 Renner Blvd.

Lenexa, KS 66219

913-890-0100

Toll free: 1-888-592-7753

www.applebees.com

Appleseed’s

Customer Service

30 Tozer Rd.

Beverly, MA 01915

Toll free: 1-888-430-5711

Toll free: 1-800-546-4554 (Web 

Customer Service)

E-mail: CustomerService@

Appleseeds.com

www.appleseeds.com

Arby’s Restaurant Group, Inc.

1155 Perimeter Center West, 12th 

Floor

Atlanta, GA 30338

678-514-4100

Fax: 678-514-5347

E-mail: customerfeedback@arbys.

com

www.arbys.com

Armstrong World Industries, 

Inc.

Customer Service

PO Box 3001

Lancaster, PA 17604

717-397-0611

Toll free: 1-800-233-3823

Fax: 717-396-4270

www.armstrong.com

Ashley Furniture

One Ashley Way

Arcadia, WI 54612

www.ashleyfurniturehomestore.

com

AT&T, Inc.

Customer Relations

175 E. Houston St.

San Antonio, TX 78205

210-821-4105

Toll free: 1-800-464-7928 (Wireless 

Customer Service)

Toll free: 1-800-464-7928

Fax: 210-351-2071

www.att.com

Atlas World Group, Inc.

1212 St. George Rd.

Evansville, IN 47711-2364

Toll free: 1-800-638-9797

Fax: 812-421-7129

www.atlasworldgroup.com

Avis Rent-A-Car System

4500 South 129th East Ave.

PO Box 699000

Tulsa, OK 74169-9000

Toll free: 1-800-352-7900

TTY: 1-800-331-2323

Fax: 918-621-4819

E-mail: custserv@avis.com

www.avis.com

Avon Products, Inc.

Consumer Information Center

1251 Avenue of the Americas

New York, NY 10020

212-282-7000

Toll free: 1-800-367-2866

Toll free: 1-800-445-2866 (Product 

Information)

www.avon.com

AXA Equitable Company, Inc.

(AXA Financial, Inc.)

1290 Avenue of the Americas - 12th 

Floor

New York, NY 10104

212-554-1234

Toll free: 1-877-222-2144

www.equitable.com

B

Bacardi USA, Inc.

Consumer Services

2100 Biscayne Blvd.

Miami, FL 33137

Toll free: 1-800-222-2734

www.bacardi.com

73
Member of SOCAP International, see page 71 Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

Bally Total Fitness 

Corporation

PO Box 1090

Norwalk, CA 90651-1090

Toll free: 1-800-515-2582

Toll free: 1-866-402-2559 (Member 

Service)

www.ballyfitness.com

Banana Republic

5900 North Meadows Dr.

Grove City, OH 43123

Toll free: 1-888-277-8953

TTY: 1-888-906-1345

E-mail: custserv@bananarepublic.

com

www.bananarepublic.com

Bank of America Corporation

100 North Tryon St.

Mail Code NC1-007-58-16

Charlotte, NC 28255-0001

Toll free: 1-800-432-1000

TTY: 1.800.288.4408

www.bankofamerica.com

BankUnited

Call Center

7815 NW 148th St.

Miami Lakes, FL 33016

Toll free: 1-877-779-2265

www.bankunited.com

Barnes & Noble

PO Box 111

Lyndhurst, NJ 07071

201-438-1232

Toll free: 1-800-944-7323

E-mail: customerservice@bn.com

www.bn.com

Bass Pro Shops, Inc.

Customer Service

2500 East Kearney

Springfield, MO 65898

417-873-5000

Toll free: 1-800-227-7776

Toll free: 1-800-976-6344

Toll free: 1-800-554-5488

TTY: 1-800-442-5788 

Fax: 417-873-5060

www.basspro.com

Bassett Baby Furniture

3525 Fairystone Park Hwy.

PO Box 626

Bassett, VA 24055

Toll free: 1-877-525-7070

E-mail: juvenile@bassettfurniture.

com

www.bassettfurniture.com

Bath & Body Works

Customer Relations

Seven Limited Pkwy. East

Reynoldsburg, OH 43068

Toll free: 1-800-756-5005

Toll free: 1-800-395-1001

www.bathandbodyworks.com

Bayer HealthCare, LLC

Consumer Care

36 Columbia Rd.

PO Box 1910

Morristown, NJ 07962-1910

973-254-5000

Toll free: 1-800-331-4536

Fax: 1-800-704-7629

www.consumercare.bayer.com

Becton, Dickinson and 

Company (BD)

One Becton Dr., MC 376

Franklin Lakes, NJ 07417

201-847-6800

Toll free: 1-888-237-2762 (Customer 

Service)

Toll free: 1-800-255-6334 (Education 

Center)

Toll free: 1-888-232-2737

www.bd.com

Beech-Nut Nutrition 

Corporation

Consumer Affairs

13023 Tesson Ferry Rd., Suite 105

St Louis, MO 63128

314-436-7667

Toll free: 1-800-233-2468

Fax: 314-655-2201

www.beechnut.com

Beiersdorf, Inc.

Consumer Relations

Wilton Corporate Center

187 Danbury Rd.

Wilton, CT 06897

203-563-5800

Toll free: 1-800-227-4703

Fax: 203-563-5895

www.beiersdorf.us

Bellisio Foods, Inc.

Customer Service Dept.

PO Box 16630

Duluth, MN 55816

E-mail: info@bellisiofoods.com

www.bellisiofoods.com

Ben & Jerry’s Homemade, Inc.

Consumer Services

30 Community Dr.

South Burlington, VT 05403-6828

802-846-1500

www.benjerry.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.

Corporate Customer Care

PO Box 9312

Minneapolis, MN 55440

612-291-1000

Toll free: 1-888-237-8289

www.bestbuy.com

Best Western International, 

Inc.

Customer Relations

PO Box 42007

Phoenix, AZ 85080-2007

623-780-6000

Toll free: 1-800-528-1238

TTY: 1-800-528-2222 

Fax: 623-780-6199

www.bestwestern.com

BIC Corporation

Consumer Affairs

One Bick Way Suite 1

Shelton, CT 06484

203-783-2000

Toll free: 1-800-546-1111

Fax: 203-783-2691

www.bicworld.com

74
Member of SOCAP International, see page 71

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Big Lot Stores, Inc.

Customer Service

300 Phillipi Rd.

Columbus, OH 43228-5311

614-278-6800

Toll free: 1-800-877-1253

E-mail: talk2us@biglots.com

www.biglots.com

Birds Eye Foods, Inc.

Attn: Consumer Relations

PO Box 20670

Rochester, NY 14602-0670

585-383-1850

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

PO Box 3606

Grand Rapids, MI 49501

616-453-4451

Toll free: 1-800-237-7691

Fax: 616-791-7711

www.bissell.com

BJ’s Wholesale Club, Inc.

Member Care

One Mercer Rd.

Natick, MA 01760

Toll free: 1-800-257-2582

www.bjs.com

Black and Decker, Inc.

101 Schilling Rd.

Hunt Valley, MD 21031

416-716-3900

Toll free: 1-800-544-6986 (Customer 

Service

Toll free: 1-888-678-7278 (Parts)

Toll free: 1-800-328-0590 (Do It 

Yourself Books/Publishing)

www.blackanddecker.com

Blockbuster Entertainment 

Corporation

Customer Care

1201 Elm St.

Dallas, TX 75270

Toll free: 1-866-692-2789 

(Blockbuster Online)

Toll free: 1-800-406-6843 (In-store)

E-mail: online.consumerrelations@

blockbuster.com

www.blockbuster.com

Bloomingdale’s, Inc.

Customer Service

PO Box 8215

Mason, OH 45040

Toll free: 1-888-524-2254

Toll free: 1-800-950-0047 (Credit 

Inquiries)

www.bloomingdales.com

Bob Evans Farms, Inc.

3776 South High St.

Columbus, OH 43207

614-491-2225

Toll free: 1-800-272-7675

Toll free: 1-800-939-2338 

(Consumer Relations)

Fax: 614-492-4971

www.bobevans.com

Bojangles’ Restaurants, Inc.

Customer Relations

9432 Southern Pine Blvd.

Charlotte, NC 28273

704-527-2675

Toll free: 1-888-300-4265

Fax: 704-523-6803

www.bojangles.com

Borders, Inc.

Customer Service

PO Box 7002

LaVergne, TN 37086

Toll free: 1-800-770-7811

www.borders.com

BP Corporation

PO Box 3011

Naperville, IL 60566

Toll free: 1-800-333-3991

Fax: 630-300-5253

E-mail: bpconsum@bp.com

www.bp.com

Breyer’s Ice Cream

See: Unilever

www.breyers.com

The Breathe Right Company

CNS, Inc.

20 Troy Rd.

Whippany, NJ 07981

Toll free: 1-800-858-6673

E-mail: cnsinfo@consumerfirst.

com

www.breatheright.com

Bridgestone Retail 

Operations, LLC

Consumer Affairs

PO Box 7988

Chicago, IL 60680-9534

Toll free: 1-800-367-3872

Fax: 204-987-1359

E-mail: firestone_consumer_

affairs@inspyresolutions.com

www.firestonecompleteautocare.

com

Brinker International

6820 LBJ Fwy.

Dallas, TX 75240

972-980-9917

www.brinker.com

Bristol-Myers Squibb 

Company

Customer Relations

PO Box 4000

Princeton, NJ 08543-4000

609-252-4000

Toll free: 1-800-332-2056

Fax: 609-897-6016

www.bms.com

British Airways

75-20 Astoria Blvd.

Jackson Heights, NY 11370

Toll free: 1-800-247-9297

Toll free: 1-800-828-8144 (Baggage 

Claims)

Toll free: 1-800-403-0882 (Online 

Support)

TTY: 1-866-393-0961 (Reservations)

Fax: 347-418-4395

www.britishairways.com

Brother International 

Corporation

100 Somerset Corporate Blvd.

Bridgewater, NJ 08807-0911

908-704-1700

Toll free: 1-877-276-8437

Fax: 1-877-268-9575

www.brother-usa.com

Brown Shoe Company, Inc.

Consumer Care

8300 Maryland Ave.

St. Louis, MO 63105

314-854-4000

Toll free: 1-800-766-6465

Fax: 314-854-4274

E-mail: info@brownshoe.com

www.brownshoe.com

75
Member of SOCAP International, see page 71 Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

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

Buca di Beppo

1300 Nicollet Mall, Suite 5003

Minneapolis, MN 55403

612-225-3400

Toll free: 1-866-328-2822

Fax: 612-827-6446

E-mail: famiglia@bucainc.com

www.bucadibeppo.com

Budget Rent A Car System, 

Inc.

Customer Service

4500 S. 129th East Ave.

Tulsa, OK 74169

Toll free: 1-800-214-6094

Toll free: 1-800-404-8033 (Technical 

Assistance)

Toll free: 1-800-283-4382 (Moving 

Truck Customer Service)

Toll free: 1-800-526-6408 (Drivers 

with Disabilities)

TTY: 1-800-826-5510 

www.budget.com

Bulova Corporation

Customer Relations

One Bulova Ave.

Woodside, NY 11377

718-204-3300

Toll free: 1-800-228-5682

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

Dept.)

Fax: 718-204-3546

www.bulova.com

Burger King Corporation

Consumer Relations Dept.

5505 Blue Lagoon Dr.

Miami, FL 33126

305-378-3000

www.bk.com

Burlington Coat Factory 

Direct Corporation

1830 Route 130 North

Burlington, NJ 08016

609-387-7800

Toll free: 1-888-223-2628

Fax: 609-387-7071

www.burlingtoncoatfactory.com

Bush Brothers & Company

Consumer Relations

PO Box 52330

Knoxville, TN 37950-2330

865-558-5445

E-mail: letters@bushbros.com

www.bushbeans.com

C

Cablevision Systems, Inc.

1111 Stewart Ave.

Bethpage, NY 11714

516-803-2300

Toll free: 1-800-868-9840

www.cablevision.com

Calvin Klein

205 West 39th St.

New York, NY 10018

212-719-2600

Toll free: 1-866-513-0513

Fax: 212-221-4541

www.calvinklein.com

Campbell Soup Company

Consumer Affairs

One Campbell Place

Camden, NJ 08103-1701

Toll free: 1-800-257-8443

www.campbellsoup.com

Canon USA, Inc.

One Canon Plaza

Lake Success, NY 11042-1198

Toll free: 1-800-828-4040

www.usa.canon.com

Capital One

PO Box 30285

Salt Lake City, UT 84130-0285

Toll free: 1-800-955-7070

TTY: 1-800-206-7986

E-mail: webinfo@capitalone.com

www.capitalone.com

Captain D’s Seafood

1717 Elm Hill Pike, Suite A-1

Nashville, TN 37201

615-391-5461

Toll free: 1-800-314-4819

Fax: 615-231-2309

www.captainds.com

Carfax, Inc.

Consumer Affairs

5860 Trinity Pkwy., Suite 600

Centerville, VA 20120

703-218-0340

703-934-2664

Fax: 1-866-728-6455 

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: 1-888-227-6482

Toll free: 1-877-885-4856

TTY: 1-800-972-4386

Fax: 305-406-4700

www.carnival.com

Carrier Air Conditioning 

Company

Customer Relations

PO Box 4808, Carrier Pkwy.

Syracuse, NY 13221-4808

Toll free: 1-800-227-7437

Fax: 315-432-6620

www.global.carrier.com

Carvel Corporation

Retail Stores/Food Service

301 Congress Ave., Suite 1100

Austin, TX 78701

Toll free: 1-800-322-4848

Fax: 512-236-3700

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

E-mail: memberservices@casio.com

www.casio.com

76
Member of SOCAP International, see page 71

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Casual Male Retail Group

555 Turnpike St.

Canton, MA 02021

781-828-9300

Toll free: 1-800-767-0319

Fax: 1-800-225-6072

www.cmrginc.com

The CBS Television Network

Audience Services

524 West 52nd St.

New York, NY 10019-6198

212-975-3247

E-mail: audsvcs@cbs.com

www.cbs.com

CEC Entertainment, Inc.

4441 West Airport Freeway

PO Box 152077

Irving, TX 75015

972-258-8507

Toll free: 1-888-778-7193

Fax: 972-258-8545

www.chuckecheese.com

Chanel, Inc.

Nine West 57th St., 44th Floor

New York, NY 10019

212-688-5055

Toll free: 1-800-550-0005

E-mail: chanelcontactus@

chanelusa.com

www.chanel.com

Chase Bank (J.P. Morgan 

Chase Bank)

270 Park Ave.

New York, NY 10017

212-270-6000

Toll free: 1-800-935-9935

www.chase.com

Chattem, Inc.

PO Box 22219

Chattanooga, TN 37409

423-821-4571

www.chattem.com

Check ‘n Go

7755 Montgomery Rd., Suite 400

Cincinnati, OH 45236

Toll free: 1-888-372-9329

E-mail: comments@checkngo.com

www.checkngo.com

The Cheesecake Factory

26901 Malibu Hills Rd.

Calabasas Hills, CA 91301

818-871-3000

Fax: 818-871-3001

www.thecheesecakefactory.com

Chevron Corporation

PO Box 4000

Bellaire, TX 77402-4000

925-842-1000

Toll free: 1-800-962-1223

E-mail: conaffrs@chevron.com

www.chevron.com

Chicken of the Sea 

International

Consumer Affairs

PO Box 85568

San Diego, CA 91286

858-558-9662

Toll free: 1-800-456-1511

Fax: 858-597-4282

www.chickenofthesea.com

Chick-fil-A, Inc.

5200 Buffington Rd.

Atlanta, GA 30349-2998

404-765-8000

Toll free: 1-866-232-2040 (Customer 

Feedback)

www.chick-fil-a.com

Children’s Place

Customer Service

915 Secaucus Rd.

Secaucus, NJ 07094

Toll free: 1-877-752-2387

www.childrensplace.com

Chipotle Mexican Grill, Inc.

1401 Wynkoop St., Suite 500

Denver, CO 80202

303-595-4000

Fax: 303-595-4014

www.chipotle.com

Church & Dwight Company, 

Inc.

469 North Harrison St.

Princeton, NJ 08543-5297

609-683-5900

Toll free: 1-800-524-1328

www.churchdwight.com

CIBA Vision

11460 Johns Creek Pkwy.

Duluth, GA 30097

678-415-3937

www.cibavision.com

Citigroup, Inc.

Client Services

100 Citibank Dr.

San Antonio, TX 78245-9004

Toll free: 1-800-627-3999

TTY: 1-800-788-0002

www.citibank.com

The Clorox Company

Consumer Services

Mail Stop 2334, 1221 Broadway

Oakland, CA 94612-1888

Toll free: 1-800-835-4523

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

Cleaners)

Toll free: 1-800-292-2200 (Laundry 

Brands)

Toll free: 1-800-426-6228 

(Insecticides)

Fax: 510-208-2682

www.thecloroxcompany.com

The Coca-Cola Company

Industry and Consumer Affairs

PO Box 1734

Atlanta, GA 30301

404-676-2121

Toll free: 1-800-438-2653

TTY: 1-800-262-2653

Fax: 404-676-4903

www.thecocacolacompany.com

Coldwell Banker Real Estate 

Corporation

One Campus Dr.

Parsippany, NJ 07054

Toll free: 1-877-373-3829

www.coldwellbanker.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

E-mail: colgate-palmolive_

consumer_affairs@colpal.com

www.colgate.com

77
Member of SOCAP International, see page 71 Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

Colonial Penn Life Insurance

Customer Service

399 Market St., 5th Floor

Philadelphia, PA 19181

Toll free: 1-877-877-8052

Toll free: 1-800-523-9100

www.colonialpenn.com

Columbia House

Customer Service Center

PO Box 91602

Indianapolis, IN 46291-0602

Toll free: 1-800-262-2001 (Video/

DVD)

E-mail: dvd_customer_service@

columbiahouse.com

www.columbiahouse.com

Combe, Inc.

Consumer Resources Dept.

1101 Westchester Ave.

White Plains, NY 10604-3597

914-694-5454

Toll free: 1-800-431-2610 

Toll free: 1-800-873-7400 (Product 

Questions)

Fax: 914-697-7930

www.combe.com

Comcast

One Comcast Center

Philadelphia, PA 19103

Toll free: 1-800-266-2278

www.comcast.com

ConAgra Foods

Consumer Affairs

Five ConAgra Dr.

Mail Stop 5-105

Omaha, NE 68103-0768

Toll free: 1-877-266-2472

Fax: 402-595-7880

E-mail: consumeraffairs@

conagrafoods.com

www.conagrafoods.com

Conair Cuisinart Corporation

Consumer Affairs

150 Milford Rd.

East Windsor, NJ 08520

Toll free: 1-800-326-6247 (Personal 

care)

Toll free: 1-800-334-4031 (Oral care)

E-mail: feedback@conair.com

www.conair.com

Continental Airlines, Inc.

900 Grand Plaza Dr.

Houston, TX 77067-4323

Toll free: 1-800-932-2732

Toll free: 1-800-335-2247 (Baggage)

TTY: 1-800-343-9195

E-mail: custo@coair.com

www.continental.com

Continental Tire North 

America, Inc.

Customer Relations

1830 MacMillian Park Dr.

Ft. Mill, SC 29707

704-583-3900

Toll free: 1-800-847-3349

E-mail: consumerinfo@conti-na.

com

www.continentaltire.com

Converse, Inc.

Customer Service Group

One High St.

North Andover, MA 01845-2601

Toll free: 1-800-431-8862

Toll free: 1-888-792-3307

E-mail: estore@converse.com

www.converse.com

Coors Brewing Company

Consumer Information Center

311 10th St.

Golden, CO 80401

303-279-6565

Toll free: 1-800-642-6116

Fax: 303-277-5415

www.coors.com

Costco Wholesale 

Corporation

Member Service

PO Box 34331

Seattle, WA 98124

Toll free: 1-800-774-2678

Toll free: 1-800-955-2292 (Online 

Members)

www.costco.com

Coty, Inc.

One Park Ave., 5th Floor

New York, NY 10016

212-479-4300

212-479-4399

Toll free: 1-800-715-4023

E-mail: consumercontact@cotyinc.

com

www.coty.com

Cox Communications

1400 Lake Hearn Dr.

Atlanta, GA 30319

www.cox.com

craigslist, inc.

1381 9th Ave.

San Francisco, CA 94122

www.craigslist.org

Crayola, LLC

Consumer Affairs

1100 Church Ln.

PO Box 431

Easton, PA 18044-0431

610-253-6272

Toll free: 1-800-272-9652

Fax: 610.250.5768

www.crayola.com

Creative Labs

Customer Service

1523 Cimarron Plaza

Stillwater, OK 74075

405-742-6622 (Technical Support)

Toll free: 1-800-998-1000

Toll free: 1-800-998-5227 (On-line 

Store)

www.creativehelp.com

Cricket Wireless

10307 Pacific Center

San Diego, CA 92121

Toll free: 1-800-274-2538

www.mycricket.com

Cuisinart

See:Conair Cuisinart Corporation

Customer Service

Toll free: 1-800-726-0190

E-mail: customerservice@

cuisinart.com

www.cuisinart.com

Curves International

100 Ritchie Rd.

Waco, TX 76712

Toll free: 1-800-848-1096

www.curves.com

CVS/pharmacy

One CVS Dr.

Woonsocket, RI 02895

401-765-1500

Toll free: 1-800-746-7287

Toll free: 1-888-607-4287

Fax: 401-770-6949

E-mail: customercare@cvs.com

www.cvs.com

78
Member of SOCAP International, see page 71

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

D

Dairy Queen, Inc.

Customer Relations

7505 Metro Blvd.

Minneapolis, MN 55439

952-830-0200

www.dairyqueen.com

The Dannon Company, Inc.

Consumer Response Center

PO Box 90296

Allentown, PA 18109-0296

Toll free: 1-877-326-6668

www.dannon.com

Darden Restaurants

PO Box 593330

Orlando, FL 32859-3330

407-245-4000

www.darden.com

Del Laboratories, Inc.

PO Box 9357

Uniondale, NY 11553

516-844-2020

Toll free: 1-800-952-5080 

(Pharmaceuticals)

Toll free: 1-800-953-5080 

(Cosmetics)

www.dellabs.com

Del Monte Foods Company

Consumer Affairs

PO Box 80

Pittsburgh, PA 15230-0080

415-247-3000

Toll free: 1-800-543-3090

www.delmonte.com

Dell, Inc.

Customer Service

1 Dell Way

Round Rock, TX 78682

Toll free: 1-800-624-9897

Toll free: 1-866-243-9297 (Tech 

Support)

TTY: 1-877-335-5889

www.dell.com

Delta Air Lines, Inc.

Corporate Customer Care

PO Box 20598

Atlanta, GA 30320-2598

404-715-2600

Toll free: 1-800-325-8224 (Baggage)

Fax: 1-888-880-3412

www.delta.com/help/contact_us

Delta Faucets Company

55 East 111th St.

Indianapolis, IN 46280

317-848-1812

Toll free: 1-800-345-3358

E-mail: customerservice@

deltafaucet.com

www.deltafaucet.com

Denny’s Corporation

203 East Main St.

Spartanburg, SC 29319

864-597-8000

Toll free: 1-800-733-6697 

Fax: 864-597-8780

www.dennys.com

The Dial Corporation

15101 North Scottsdale Rd.

Scottsdale, AZ 85254-1619

480-754-3425

Toll free: 1-800-258-3425

www.dialcorp.com

Diamond Foods, Inc.

1050 South Diamond St.

Stockton, CA 95205-7087

209-467-6000

www.diamondfoods.com

Dillard’s, Inc.

Customer Service Dept.

1600 Cantrell Rd.

Little Rock, AR 72201

501-376-5200

Toll free: 1-800-345-5273

TTY: 1-800-444-1732

E-mail: questions@dillards.com

www.dillards.com

Diners Club International

Customer Service

PO Box 6500

Sioux Falls, SD 57117

702-797-5532

Toll free: 1-800-234-6377

www.dinersclub.com

DIRECTV Enterprises, Inc.

DIRECTV, Inc.

PO Box 6550

Greenwood Village, CO 80155-6550

Toll free: 1-800-531-5000

TTY: 1-800-779-4388

www.directv.com

Discover Financial Services, 

Inc.

PO Box 30943

Salt Lake City, UT 84130-0943

801-902-3100

Toll free: 1-800-347-2683

TTY: 1-800-347-7449

Fax: 224-405-4993

www.discoverfinancial.com

Discovery Cruise Line

1775 NW 70th Ave.

Miami, FL 33126

Toll free: 1-800-259-1579

E-mail: customerservice@

discoverycruise.com

www.discoverycruise.com

Dish Network Corporation

3315 Mill Meadow Dr.

Hilliard, OH 43026

Toll free: 1-888-686-2388

E-mail: feedback@customermail.

dishnetwork.com

www.dishnetwork.com

Dole Food Company, Inc.

One Dole Dr.

Westlake Village, CA 91362-7300

818-874-4000

Toll free: 1-800-356-3111

Fax: 818-874-4997

E-mail: Dole.Consumer.Center@

dole.com

www.dole.com

Dollar Rent A Car, Inc.

Customer Service 2W2

PO Box 33167

Tulsa, OK 74153-1167

918-669-3000

Toll free: 1-800-800-5252

TTY: 1-800-232-3301

Fax: 918-669-2060

E-mail: rhelpdesk@dollar.com

www.dollar.com

79
Member of SOCAP International, see page 71 Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

Domino’s Pizza, Inc.

Customer Service

30 Frank Lloyd Wright Dr.

PO Box 997

Ann Arbor, MI 48106

734-930-3030

Toll free: 1-888-366-4667

www.dominos.com

Doubletree

See: Hilton Hospitality Inc.

Toll free: 1-800-222-8733

www.doubletree.com

Dr. Pepper/Snapple Group, 

Inc.

Consumer Relations

5301 Legacy Dr.

Plano, TX 75024

Toll free: 1-800-696-5891

Toll free: 1-800-426-4891

www.drpeppersnapplegroup.com

Dreyer’s Grand Ice Cream

Consumer Relations

5929 College Ave.

Oakland, CA 94618

Toll free: 1-877-437-3937

www.dreyers.com

Designer Shoe Warehouse 

(DSW)

810 DSW Dr.

Columbus, OH 43219

Toll free: 1-866-379-7463

www.dsw.com

Dunkin Brands

Consumer Care

130 Royall St.

Canton, MA 02021

Toll free: 1-800-859-5339

www.dunkindonuts.com

DuPont Company

Corporate Information Center

1007 Market St.

Wilmington, DE 19898

302-774-1000

Toll free: 1-800-441-7515

E-mail: info@dupont.com

www.dupont.com

Duracell North America

Consumer Affairs Dept.

Berkshire Corporate Park

Bethel, CT 06801

Toll free: 1-800-551-2355

TTY: 1-800-341-0654

Fax: 1-800-796-4565

www.duracell.com

E

Eagle Family Foods

Consumer Response

One Strawberry Ln.

Orrville, OH 44667

Toll free: 1-888-656-3245

www.eaglefamilyfoods.com

Eastman Kodak Company

Kodak Info Ctr./Consumer Contact 

Ctr.

343 State St.

Rochester, NY 14650

Toll free: 1-800-235-6325

Toll free: 1-800-242-2424

www.kodak.com

eBay Inc.

2145 Hamilton Ave.

San Jose, CA 95125

408-376-7400

Toll free: 1-800-322-9266

www.eBay.com

Eddie Bauer, Inc.

PO Box 97000

Redmond, WA 98073-9700

Toll free: 1-800-426-8020

TTY: 1-800-462-6757

E-mail: CustomerCare@csc.

eddiebauer.com

www.eddiebauer.com

eHarmony, Inc.

Customer Care

PO Box 60157

Pasadena, CA 91116

www.eharmony.com

The Electrolux Group

Consumer Assistance Center

250 Bobby Jones Expressway

Martinez, GA 30907

Toll free: 1-877-435-3287

Fax: 706-228-6615

www.electrolux.com

Eli Lilly & Company

Consumer Communications

Lilly Corporate Center

Indianapolis, IN 46285

317-276-2000

Toll free: 1-800-545-5979

www.lilly.com

Elizabeth Arden, Inc.

Consumer Relations Dept.

309 South St.

New Providence, NJ 07974

Toll free: 1-800-326-7337

E-mail: consumer@elizabetharden.

com

www.elizabetharden.com

E-Machines

Gateway, Inc.

7565 Irvine Center Dr.

Irvine, CA 92618

Toll free: 1-800-846-2000

www.emachines.com

Embassy Suites

See: Hilton Hospitality, Inc.

Toll free: 1-800-362-2779

www.embassysuites.com

Encyclopedia Britannica, Inc.

331 North La Salle Blvd.

Chicago, IL 60654

Toll free: 1-800-323-1229

Fax: 312-294-2104

www.britannica.com

Enterprise Rent-A-Car

600 Corporate Park Dr.

Saint Louis , MO 63105-4211

Toll free: 1-800-264-6350

www.enterprise.com

Epson America, Inc.

3840 Kilroy Airport Way

Long Beach, CA 90806

Toll free: 1-800-463-7766

Toll free: 1-800-922-8911

www.epson.com

Equifax

PO Box 740241

Atlanta, GA 30374

Toll free: 1-800-685-1111

E-mail: individual.custserv@

Equifax.com

www.equifax.com

80
Member of SOCAP International, see page 71

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Ernest & Julio Gallo Winery

1541 Cummins Dr.

Modesto, CA 95358

Toll free: 1-877-687-9463

E-mail: consumerrelations@ejgallo.

com

www.gallo.com

The Estee Lauder Companies, 

Inc.

767 Fifth Ave.

New York, NY 10153

212-572-4200

Toll free: 1-888-311-3883

E-mail: consumercommunicationslauder@esteelauder.com

www.elcompanies.com

Ethan Allen, Inc.

PO Box 1966

Danbury, CT 06813

Toll free: 1-888-324-3571

Fax: 203-743-8577

E-mail: orders@ethanallen.com

www.ethanallen.com

The Eureka Company

Consumer Service Dept.

PO Box 3900

Peoria, IL 61612

Toll free: 1-800-282-2886

www.eureka.com

Expedia, Inc.

333 108th Ave. NE

Bellevue, WA 98004

Toll free: 1-800-397-3342

E-mail: travel@customercare.

expedia.com

www.expedia.com

Experian TM

National Consumer Assistance 

Center

PO Box 2104

Allen, TX 75013

Toll free: 1-888-397-3742

www.experian.com

Exxon Mobil

PO Box 1049

Buffalo, NY 14240-1049

Toll free: 1-800-243-9966

www.exxonmobil.com

F

Facebook.com

470 Emerson St.

Palo Alto, CA 94301-1605

650-543-4800

E-mail: info@facebook.com

www.facebook.com

Farmers Insurance

4680 Wilshire Blvd.

Los Angeles, CA 90010

Toll free: 1-800-435-7764

www.farmers.com

FedEx Corporation

Customer Relations

3875 Airways

Module H3 Dept. 4634

Memphis, TN 38116

Toll free: 1-800-463-3339

TTY: 1-800-238-4461

www.fedex.com

FedEx Office

PO Box 1935

Provo, UT 84603-9926

Toll free: 1-800-463-3339

E-mail: fedexoffice.

customerrelations@fedex.com

www.fedex.com

Fingerhut Direct Marketing, 

Inc.

6250 Ridgewood Rd.

St. Cloud, MN 56303

Toll free: 1-800-208-2500

E-mail: customerservice@fingerhut.

com

www.fingerhut.com

Fisher-Price

Consumer Affairs

636 Girard Ave.

East Aurora, NY 14052

716-687-3000

Toll free: 1-800-432-5437

TTY: 1-800-382-7470

Fax: 716-687-3636

www.fisher-price.com

Florsheim, Inc.

Customer Service

333 W Estabrook Blvd

Glendale, WI 53212

Toll free: 1-866-454-0449

E-mail: us.consumers@florsheim.

com

www.florsheim.com

Flowers Foods, Inc.

1919 Flowers Circle

Thomasville, GA 31757

229-226-9110

www.flowersfoods.com

Food Lion, Inc.

Customer Relations

PO Box 1330

Salisbury, NC 28145-1330

704-633-8250

Toll free: 1-800-210-9569

www.FoodLion.com

Forever 21

Customer Service

2001 South Alameda St.

Los Angeles, CA 90058

Toll free: 1-888-494-3837

www.forever21.com

Fortune Brands

520 Lake Cook Rd.

Deerfield, IL 60015

847-484-4400

E-mail: mail@fortunebrands.com

www.fortunebrands.com

Frigidaire Home Products

PO Box 212378

Martinez, GA 30917

Toll free: 1-800-374-4432

www.frigidaire.com

Frito-Lay

Consumer Affairs

PO Box 660634

Dallas, TX 75266-6234

972-334-7000

Toll free: 1-800-352-4477

Fax: 972-334-5071

www.fritolay.com

Frontier Airlines, Inc.

Customer Relations

7001 Tower Rd.

Denver, CO 80249-7312

Toll free: 1-800-265-5505

www.frontierairlines.com

FTD, Inc.

Customer Service

3113 Woodcreek Dr.

Downers Grove, IL 60515

630-719-7756

Toll free: 1-800-736-3383

www.ftd.com

81
Member of SOCAP International, see page 71 Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

Fuji Photo Film USA, Inc.

Consumer Information Service 

Center

1100 King George Post

Edison, NJ 08837

Toll free: 1-800-800-3854

Fax: 732-857-3487

www.fujifilm.com

G

Gap, Inc.

Two Folsom St.

San Francisco, CA 94105

Toll free: 1-800-427-7895

E-mail: custserv@gap.com

www.gap.com

Gateway, Inc.

PO Box 6137

Temple, TX 76503

Toll free: 1-800-846-2000

www.gateway.com

General Electric Company

3135 Easton Tpke.

Fairfield, CT 06828

203-373-2211

Toll free: 1-800-626-2000

www.ge.com

General Mills, Inc.

Consumer Services

PO Box 9452

Minneapolis, MN 55440

Toll free: 1-800-248-7310

Fax: 763-764-8330

www.generalmills.com

General Motors Acceptance 

Corporation (GMAC)

PO Box 217062

Auburn Hills, MI 48321-7062

Toll free: 1-800-200-4622

Toll free: 1-800-327-6278 (Financing 

questions)

TTY: 1-800-833-4622

www.gmacfs.com

Georgia-Pacific Corporation

Consumer Affairs

PO Box 105605

Atlanta, GA 30348

Toll free: 1-800-283-5547 

(Consumer Products)

www.gp.com

Gerber Products Company

445 State St.

Fremont, MI 49413-0001

Toll free: 1-800-443-7237

Fax: 231-928-3647

www.gerber.com

Giant Food, Inc.

8301 Professional Pl., Suite 115

Landover, MD 20785

301-341-4322

Toll free: 1-888-469-4426

TTY: 301-200-8995

Fax: 301-618-4968

www.giantfood.com

GlaxoSmithKline Consumer 

Healthcare

Consumer Information

PO Box 1467

Pittsburgh, PA 15230

412-200-4000

Toll free: 1-888-825-5249

Toll free: 1-800-245-1040

Fax: 412-928-5864

E-mail: consumer.

communications@gsk.com

www.gsk.com

The Golden Grain Company

PO Box 049003

Chicago, IL 60604-9003

Toll free: 1-800-421-2444

www.ricearoni.com

Gold’s Gym International

Customer Care Dept.

125 E. John Carpenter Fwy.

Suite 1300

Irving, TX 75062

214-574-4653

Toll free: 1-866-465-3775

Fax: 214-296-5097 (Customer Care)

www.goldsgym.com

Goodrich Corporation

Consumer Relations Dept.

PO Box 19001

Greenville, SC 29602-9001

Toll free: 1-877-788-8899

www.bfgoodrichtires.com

The Goodyear Tire & Rubber 

Company

1144 East Market St.

Akron, OH 44316-0001

330-769-2121

Toll free: 1-800-321-2136

Fax: 330-796-2222

E-mail: consumer_relations@

goodyear.com

www.goodyear.com

Google.com

1600 Amphitheatre Pkwy.

Mountain View, CA 94043

650-253-0000

www.google.com

Graco Children’s Products, 

Inc.

150 Oaklands Blvd .

Exton, PA 19341

Toll free: 1-800-345-4109

www.gracobaby.com

Greyhound Lines, Inc.

PO Box 660362

Dallas, TX 75266-0689

214-849-8966

214-849-6246 (Baggage)

Toll free: 1-800-231-2222 (Fares/

Schedules)

TTY: 1-800- 345-3109

www.greyhound.com

Guess?, Inc.

Customer Service

1444 South Alameda St.

Los Angeles, CA 90021

213-765-3100

Toll free: 1-877-444-8377

Fax: 213-744-7838

E-mail: customerservice@guess.

com

www.guess.com

Guinness & Company

801 Main Ave.

Norwalk, CT 06851

203-229-2100

Toll free: 1-800-521-1591

Fax: 203-229-8901

E-mail: guinness@consumer-care.

net

www.guinness.com

82
Member of SOCAP International, see page 71

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

H

H&R Block, Inc.

Customer Support

One HR Block Way

Kansas City, MO 64105

Toll free: 1-800-472-5625

www.hrblock.com

Hallmark Cards, Inc.

Consumer Affairs

PO Box 419034

Mail Drop #216

Kansas City, MO 64141

816-274-5111

Toll free: 1-800-425-5627

www.hallmark.com

Hampton Inn

See: Hilton Hospitality, Inc.

Toll free: 1-800-426-7866

www.hamptoninn.com

Hanes Hosiery

Consumer Relations

PO Box 3013

1000 E. Hanes Mill Rd.

Winston-Salem, NC 27105

Toll free: 1-800-225-4872

www.haneshosiery.com

Harry and David

Customer Service

2500 South Pacific Hwy.

Medford, OR 97501

541-864-2121

Toll free: 1-877-322-1200

Toll free: 1-800-345-5655

Fax: 1-800-648-6640

www.harryanddavid.com

Hartz Mountain Corporation

Consumer Affairs

400 Plaza Dr.

Secaucus, NJ 07094

201-271-4800

Toll free: 1-800-275-1414

www.hartz.com

Hasbro, Inc.

Consumer Affairs Dept.

PO Box 200

Pawtucket, RI 02862

Toll free: 1-800-255-5516

Toll free: 1-800-242-7276

E-mail: customersupport@hasbro.

com

www.hasbro.com

Heinz North America

PO Box 57

Pittsburgh, PA 15230

Toll free: 1-800-255-5750

E-mail: heinzconsumeraffairs@

us.hjheinz.com

www.heinz.com

Hershey Food Corporation

100 Crystal A Dr.

Hershey, PA 17033

Toll free: 1-800-468-1714

www.hersheys.com

Hertz Corporation

Customer Relations

PO Box 26120

Oklahoma City, OK 73126-0120

Toll free: 1-888-777-6095

Toll free: 1-800-654-4173

TTY: 1-800-654-2280

www.hertz.com

Hewlett-Packard Company

Bldg. 6A, Mail Stop 1247

Palo Alto, CA 94304

650-857-1501

Toll free: 1-800-474-6836

Fax: 650-857-5518

www.hp.com

Hilton Garden Inn

See: Hilton Hospitality, Inc.

Toll free: 1-877-782-9444

www.hiltongardeninn.com

Hilton Hospitality, Inc.

Guest Relations

755 Crossover Ln.

Building A2

Memphis, TN 38117

901-374-6476

Toll free: 1-800-445-8667

www.hilton.com

Home Depot, Inc.

Customer Care

2455 Paces Ferry Rd.

Atlanta, GA 30339-4024

770-433-8211

Toll free: 1-800-553-3199

Toll free: 1-800-430-3376

Fax: 1-877-496-9470

E-mail: customercare@homedepot.

com

www.homedepot.com

Home Goods

See: TJX Companies, Inc.

Toll free: 1-800-926-6299

www.homegoods.com

Home Shopping Network 

(HSN)

Customer Service

PO Box 9090

St. Petersburg, FL 33758

727-872-1000

Toll free: 1-800-284-3900 

Toll free: 1-800-933-2887 (Online 

Orders)

TTY: 1-800-753-5353

www.hsn.com

Homewood Suites

See: Hilton Hospitality, Inc.

Toll free: 1-800-225-5466

www.homewoodsuites.com

Hoover Company

Consumer Response Center

7005 Cochran Rd.

Glenwillow, OH 44139

330-499-9499

Toll free: 1-800-944-9200

www.hoover.com

Hormel Foods Company

Consumer Affairs

One Hormel Place

Austin, MN 55912

Toll free: 1-800-523-4635

Fax: 507-434-6408

www.hormel.com

Howard Johnson, Inc.

1910 8th Ave. NE

Aberdeen, SD 57402-4090

Toll free: 1-800-544-9881

www.hojo.com

Huffy Corporation

6551 Centerville Business Pkwy.

Centerville, OH 45459

937-865-2800

Toll free: 1-800-872-2453

Fax: 937-865-5470

E-mail: customer.service@

huffybikes.com

www.huffybikes.com

Humana, Inc.

500 West Main St.

Louisville, KY 40202

502-580-1000

Toll free: 1-800-448-6262

www.humana.com

83
Member of SOCAP International, see page 71 Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

Hyatt Hotels & Resorts

Consumer Affairs

9805 Q St.

Omaha, NE 68127

402-592-6465

Toll free: 1-800-323-7249

Fax: 402-593-5151

www.hyatt.com

I

IBM Corporation

One New Orchard Rd.

Armonk, NY 10504-1722

Toll free: 1-800-426-4968 (Customer 

Service)

Toll free: 1-800-426-7378 (Support)

TTY: 1-800-426-3383

E-mail: askibm@vnet.ibm.com

www.ibm.com

Ikea

Customer Relations

420 Alan Wood Rd.

Conshohocken, PA 19428

Toll free: 1-800-434-4532

www.ikea.com

Intel

2200 Mission College Blvd.

Santa Clara, CA 95054

916-377-7000 (Customer Service)

916-356-8080 (Headquarters)

www.intel.com

InterContinental Hotels Group 

PLC

PO Box 30321

Salt Lake City, UT 84130-321

770-604-8347

Toll free: 1-800 621-0555

Fax: 770-604-5275

www.ihgplc.com

J

J. Crew

Customer Relations

One Ivy Crescent

Lynchburg, VA 24513-1001

Toll free: 1-800-562-0258

E-mail: contactus@jcrew.com

www.jcrew.com

Jack In The Box

Guest Relations

9330 Balboa Ave.

San Diego, CA 92123-1516

858-571-2121

Toll free: 1-800-955-5225

www.jackinthebox.com

Jackson Hewitt Tax Service, 

Inc.

Three Sylvan Way, Suite 301

Parsippany, NJ 07054

Toll free: 1-877-476-3353

www.jacksonhewitt.com

JanSport, Inc.

PO Box 1817

Appleton, WI 54912-1817

920-734-5708

Toll free: 1-800-558-3600

E-mail: consumer_relations@vfc.

com

www.jansport.com

Jarden Consumer Solutions, 

Inc.

Consumer Affairs

2381 Executive Center Dr.

Boca Raton, FL 34331

516-912-4100

Toll free: 1-800-458-8407 (Sunbeam 

and Oster brands)

Toll free: 1-800-882-5842 (World 

headquarters)

www.sunbeam.com

JCPenney Company, Inc.

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, Inc.

Customer Care

5770 Fleet St.

Carlsbad, CA 92008

760-696-4000

Toll free: 1-800-597-5366

Toll free: 1-800-536-6922

E-mail: WebCustomerService@

jennycraig.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: 1-800-336-5530

Fax: 801-365-2440

E-mail: promise@jetblue.com

www.jetblue.com

Jiffy Lube International, Inc.

Customer Service

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

Toll free: 1-800-562-5391

www.jockey.com

John Hancock Financial 

Services, Inc.

PO Box 111

Boston, MA 02117

617-572-6000

Toll free: 1-800-732-5543

TTY: 1-800-832-5282

Fax: 617-572-8707

www.johnhancock.com

Johnson & Johnson Consumer 

Products, Inc.

199 Grandview Rd.

Skillman, NJ 08558

908-874-1000

Toll free: 1-800-526-3967

www.jnj.com

Johnson Publishing 

Company, Inc.

820 S. Michigan Ave.

Chicago, IL 60605

312-322-9200

www.johnsonpublishing.com

Jostens, Inc.

3601 Minnesota Dr.

Minneapolis, MN 55435

Toll free: 1-800-854-7464

www.jostens.com

84
Member of SOCAP International, see page 71

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Just Born, Inc.

Customer Relations

1300 Stefko Blvd.

Bethlehem, PA 18017

610-867-7568

Toll free: 1-888-645-3453

Fax: 1-800-543-4981 

www.justborn.com

JVC Company of America

Customer Relations

1700 Valley Rd.

Wayne, NJ 07490

973-317-5000

Toll free: 1-800-252-5722

E-mail: customerrelation@

jvcamerica.com

www.jvcservice.com

K

Kao Brands

Consumer Relations Dept.

2535 Spring Grove Ave.

Cincinnati, OH 45214

www.kaobrands.com

Kawasaki Motor Corporation, 

USA

Consumer Services

PO Box 25252

Santa Ana, CA 92799-5252

949-460-5688

Toll free: 1-800-661-7433

www.kawasaki.com

Kellogg Company

Consumer Affairs

PO Box CAMB

Battle Creek, MI 49016

269-961-2000

Toll free: 1-800-962-1413

www.kelloggcompany.com

Kenmore Appliances

See: Sears, Roebuck and Company

Toll free: 1-888-536-6673

Toll free: 1-800-469-4663 (Repair)

www.kenmore.com

KFC

PO Box 725489

Atlanta, GA 31139

Toll free: 1-800-225-5532

www.kfc.com

Kimberly-Clark Corporation

Consumer Services

Dept. INT

PO Box 2020

Neenah, WI 54957-2020

920-721-8000

Toll free: 1-800-553-3639

Toll free: 1-888-525-8388

Fax: 920-721-4766

www.kimberly-clark.com

The Kirby Company

Customer Relations

1920 West 114th St.

Cleveland, OH 44102

216-228-2400

Toll free: 1-800-494-8586

Fax: 216-529-6146

E-mail: consumer@kirbywhq.com

www.kirby.com

KitchenAid ®

See: Whirlpool Corporation

Customer Satisfaction Center

269-923-5000

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

Appliances)

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

Appliances)

www.kitchenaid.com

Kmart Corporation

See: Sears, Roebuck and Company

847-286-2500

Toll free: 1-866-562-7848

E-mail: help@customerservice.

kmart.com

www.kmart.com

Kohler Company

444 Highland Dr.

Kohler, WI 53044

920-457-4441

Toll free: 1-800-456-4537 (Customer 

Care - Plumbing Only)

www.kohler.com

Kohl’s Corporation

N56 W. 17000 Ridgewood Dr.

Menomonee Falls, WI 53051

262-703-7000

Toll free: 1-866-887-8884

Toll free: 1-800-564-5740 (Credit)

Fax: 262-703-6363

E-mail: customer.service@kohls.

com

www.kohls.com

Kona Grill, Inc.

7150 E. Camelback Rd., #220

Scottsdale, AZ 85251

480-922-8100

Toll free: 1-866-328-5662

Fax: 480-991-6811

E-mail: comments@konagrill.com

www.konagrill.com

Kraft Foods, Inc.

Consumer Response Center

One Kraft Court

Glenview, IL 60025

Toll free: 1-800-323-0768

Fax: 570-301-5275

www.kraftfoods.com

Kroger Company

1014 Vine St.

Cincinnati, OH 45202-1100

Toll free: 1-800-632-6900 (Product 

Information)

Toll free: 1-866-221-4141 (Customer 

Comments)

www.kroger.com

Kyocera Communications

10300 Campus Point Dr.

San Diego, CA 92121

858-882-2000

Toll free: 1-800-349-4478 (Technical)

Toll free: 1-800-349-4188 (Product)

TTY: 858-882-3858

Fax: 858-882-2010

www.kyocera-wireless.com

L

LA Fitness International, LLC

Member Services

PO Box 54170

Irvine, CA 92619-1300

949-255-7200

www.lafitness.com

Land O’Lakes, Inc.

PO Box 64101

Mail Station 1070

St. Paul, MN 55164-0101

Toll free: 1-800-328-4155 (Consumer 

Affairs)

Toll free: 1-800-328-9680 (Corporate)

Fax: 651-481-2128

www.landolakes.com

85
Member of SOCAP International, see page 71 Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

Lands’ End, Inc.

One Lands’ End Ln.

Dodgeville, WI 53595

Toll free: 1-800-963-4816

TTY: 1-800-541-3459 

Fax: 1-800-332-0103 

E-mail: landsend@landsend.com

www.landsend.com

Lane Bryant

PO Box 27586

Tucson, AZ 85726-6886

Toll free: 1-866-886-4731

www.lanebryant.com

Lane Furniture

Consumer Services

PO Box 1627

Hwy 145 South

Tupelo, MS 38802

662-566-7211

Toll free: 1-877-405-3745

E-mail: contact@lanefurniture.com

www.lanefurniture.com

La-Z-Boy, Inc.

Consumer Services

1284 North Telegraph Rd.

Monroe, MI 48162-3309

734-241-2435

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

LeapFrog Enterprises, Inc.

Consumer Service

6401 Hollis St., Suite 100

Emeryville, CA 94608-1071

Toll free: 1-800-701-5327

E-mail: support@leapfrog.com

www.leapfrog.com

Lee Jeans

Consumer Services

9001 West 67th St.

Merriam, KS 66202

Toll free: 1-800-453-3348

www.lee.com

L’eggs Products

1000 E. 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 1138

Enfield, CT 06083-1138

Toll free: 1-800-422-5346 (Product 

Support)

Toll free: 1-800-838-9647 (Customer 

Service)

Toll free: 1-800-835-4386 (Shop at 

Home)

Fax: 1-888-329-5346

www.lego.com

Lennox Industries, Inc.

Consumer Affairs

PO Box 799900

Dallas, TX 75379-9900

972-497-5799

Toll free: 1-800-953-6669 

Fax: 972-767-4779

www.lennox.com

LensCrafters

4000 Luxottica Pl.

Mason, OH 45040

www.lenscrafters.com

Levi Strauss & Company

1155 Battery St.

San Francisco, CA 94111

415-501-6000

Toll free: 1-866-860-8907

E-mail: customerservice@levisstore.

com

www.levi.com

Lexmark International, Inc.

740 W. New Circle Rd.

Lexington, KY 40550

Toll free: 1-800-539-6275

www.lexmark.com

LG Electronics, Inc.

PO Box 240007

201 James Record Rd.

Huntsville, AL 35813

256-772-8860

Toll free: 1-800-243-0000

Toll free: 1-800-793-8896

www..lge.com

Liberty Mutual Insurance 

Group

Consumer Affairs

175 Berkeley St.

Mail Stop 10B

Boston, MA 02116

617-357-9500

Toll free: 1-800-344-0197

Fax: 603-422-7900

E-mail: PresidentialSvcTeam@

LibertyMutual.com

www.libertymutual.com

Lillian Vernon Corporation

Customer Service

100 Lillian Vernon Dr.

Virginia Beach, VA 23479-0002

Toll free: 1-800-901-9291

TTY: 303-682-7999

www.lillianvernon.com

Limited Brands, Inc.

Customer Service

Three Limited Pkwy.

Columbus, OH 43230

614-415-7000

Toll free: 1-800-945-5088

www.limitedbrands.com

LinkedIn Corporation

2029 Stierlin Court

Mountain View, CA 94043

www.linkedin.com

Little Tikes

Consumer Services

16380 Roscoe Blvd

Van Nuys, CA 91406

Toll free: 1-800-321-0183

E-mail: consumer.service@mgae.

com

www.littletikes.com

L.L. Bean, Inc.

15 Casco St.

Freeport, ME 04033-0001

207-552-3028

Toll free: 1-800-441-5713

TTY: 1-800-545-0090

Fax: 207-552-3080

www.llbean.com

Long John Silver’s 

Restaurants, Inc.

See: YUM! Brands, Inc.

1900 Colonel Sanders Ln.

Louisville, KY 40213

Toll free: 1-888-806-3474

www.ljsilvers.com

86
Member of SOCAP International, see page 71

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

L’Oreal USA

575 Fifth Ave.

New York, NY 10017

212-818-1500 (Headquarters)

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

Toll free: 1-877-554-4000

Fax: 213-237-7679

www.latimes.com

Lowe’s

Lowe’s Customer Care

PO Box 1111

North Wilkesboro, NC 28656

Toll free: 1-800-445-6937

Toll free: 1-800-890-5932 (Order 

Inquiries)

Toll free: 1-800-444-1408 (Customer 

Account Inquiries)

www.lowes.com

M

MAACO Enterprises, Inc.

381 Brooks Rd.

King of Prussia, PA 19406

610-265-6606

Toll free: 1-800-523-1180

www.maaco.com

Macy’s

Customer Service

PO Box 8067

Mason, OH 45040

Toll free: 1-800-526-1202 (Customer 

Service)

Toll free: 1-877-493-9207 (Credit)

www.macys.com

Magic Chef

Magic Chef Customer Service

553 Benson Rd.

Benton Harbor, MI 49022

Toll free: 1-800-688-1120

www.magicchef.com

Marriott International, Inc.

Guest Relations

310 Bearcat Dr.

Salt Lake City, UT 84115-2544

801-468-4000

Toll free: 1-800-535-4028

E-mail: customer.care@marriott.

com

www.marriott.com

Marshall’s, Inc.

See: TJX Companies, Inc.

Toll free: 1-888-627-7425

www.marshallsonline.com

Massachusetts Mutual 

Insurance Company (Mass 

Mutual)

Assistant Vice President, 

Customer Relations

1295 State St.

Springfield, MA 01111-0001

Toll free: 1-800-487-7844

Toll free: 1-800-272-2216 (Life 

Insurance)

Toll free: 1-800-272-2216 (Long Term 

Insurance)

www.massmutual.com

Masterfoods USA

800 High St.

Hackettstown, NJ 07840

908-852-1000

Toll free: 1-800-222-0293

E-mail: askus@masterfoodsusa.

com

www.masterfoods.com

Match.com, LLC

PO Box 25472

Dallas, TX 75225

www.match.com

Mattel, Inc.

333 Continental Blvd.

El Segundo, CA 90245-5012

310-252-2000

Toll free: 1-800-524-8697

TTY: 1-800-382-7470

Fax: 310-252-4190

E-mail: www.service.mattel.com

www.mattel.com

Maybelline, Inc.

PO Box 1010

Clark, NJ 07066-1010

Toll free: 1-800-944-0730

www.maybelline.com

Mayflower Transit, LLC

One Premier Dr

Fenton, MO 63026

636-305-4000

Toll free: 1-800-241-1321

www.mayflower.com

Maytag

See:Whirlpool Corporation

Maytag Customer Service

Toll free: 1-800-344-1274 Customer 

Experience Center)

www.maytag.com

McCormick & Company, Inc.

Consumer Affairs

211 Schilling Circle

Hunt Valley, MD 21031

410-527-6000

Toll free: 1-800-632-5847

Fax: 410-527-6005

www.mccormick.com

McCormick and Schmick’s 

Seafood Restaurants

720 SW Washington St., Suite 550

Portland, OR 97205

503-226-3440

Fax: 503-228-5074

www.mccormickandschmicks.com

McDonald’s Corporation

Customer Satisfaction Dept.

2111 McDonald’s Dr

Oak Brook, IL 60523

Toll free: 1-800-244-6227

www.mcdonalds.com

McGraw-Hill Companies, Inc.

PO Box 182604

Columbus, OH 43272

212-512-2000

Toll free: 1-877-833-5524

Fax: 614-759-3749

E-mail: customer.service@mcgrawhill.com

www.mcgraw-hill.com

McKee Foods Corporation

PO Box 750

Collegedale, TN 37315

Toll free: 1-800-522-4499

www.mckeefoods.com

87
Member of SOCAP International, see page 71 Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

Medco Health Solutions, Inc.

Public Affairs

100 Parsons Pond Dr.

Franklin Lakes, NJ 07417

201-269-3400

Toll free: 1-800-631-7780

www.medco.com

Meineke Car Care Centers, 

Inc.

Customer Relations Dept.

PO Box 32401

Charlotte, NC 28232-2401

704-377-3070

Toll free: 1-800-447-3070

www.meineke.com

Mellon Financial Corporation

BNY Mellon Center

Pittsburgh, PA 15258

412-234-5000

www.mellon.com

The Mentholatum Company, 

Inc.

707 Sterling Dr.

Orchard Park, NY 14127

716-677-2500

Toll free: 1-800-688-7660

Fax: 716-674-3696

www.mentholatum.com

Merisant Worldwide, Inc.

33 North Dearborn St., Suite 200

Chicago, IL 60602

312-840-6000

www.merisant.com

Merrill Lynch & Company, Inc.

(Contact local branch manager first)

250 Vesey St.

New York, NY 10080

212-449-1000

Toll free: 1-800-637-7455

TTY: 1-800-262-3340

www.merrilllynch.com

MetLife, Inc.

500 Schoolhouse Rd.

Johnstown, PA 15904

Toll free: 1-800-638-5433

www.metlife.com

Michelin North America, Inc.

Consumer Relations Dept.

PO Box 19001

Greenville, SC 29650

Toll free: 1-800-847-3435

www.michelin-us.com

Michigan Bulb Company

Customer Service

PO Box 4180

Lawrenceburg, IN 47025-4180

513-354-1498

E-mail: service@michiganbulb.com

www.michiganbulb.com

Microsoft Corporation

One Microsoft Way

Redmond, WA 98052-6399

425-882-8080

Toll free: 1-800-642-7676

TTY: 1-800-892-5234

Fax: 425-936-7329

www.microsoft.com

Midas, Inc.

Consumer Relations

1300 Arlington Heights Rd.

Itasca, IL 60143

Toll free: 1-800-621-8545

www.midas.com

Midwest Airlines

Customer Relations

6744 South Howell Ave., HQ-8

Oak Creek, WI 53154

Toll free: 1-800-452-2022

www.midwestairlines.com

Molson Coors

3939 W. Highland Blvd.

Milwaukee, WI 53201

414-931-2000

Toll free: 1-800-645-5376

Fax: 414-931-3735

E-mail: contact@millercoors.com

www.millercoors.com

Minwax

See:Sherwin-Williams Company

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: 1-800-825-6655

E-mail: mdeaservice@mdea.com

www.mitsubishi-tv.com

Money Management 

International

9009 West Loop South, 7th Fl.

Houston, TX 77096-1719

1-886-889-9347

www.moneymanagement.org

Morgan Stanley

Client Advocate

680 West 10000 South, 3rd Floor

South Jordan, UT 84095

212-761-4000

Toll free: 1-800-733-2307

Toll free: 1-866-227-2256

E-mail: clientadvocate@

morganstanley.com

www.morganstanley.com

Morton International, Inc.

Consumer Affairs

123 N. Wacker Dr.

Chicago, IL 60606-1743

Toll free: 1-800-725-8847

Toll free: 1-800-789-7258 (General)

www.mortonsalt.com

Motel 6

Guest Relations

PO Box 326

Worthington, OH 43085

614-601-4089

Toll free: 1- 800-557-3435

www.motel6.com

Motorola, Inc.

1303 East Algonquin Rd.

Schaumburg, IL 60196

847-576-5000

Toll free: 1-800-331-6456

TTY: 847-538-7116

www.motorola.com

88
Member of SOCAP International, see page 71

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Motts, Inc.

Consumer Relations

PO Box 869077

Plano, TX 75024

Toll free: 1-800-426-4891

www.motts.com

Movado Group, Inc.

650 From Rd., Suite 375

Paramus, NJ 07652-3556

201-267-8000

Toll free: 1-800-810-2311

www.movadogroupinc.com

Mutual of Omaha Insurance 

Company

Mutual of Omaha Plaza

Omaha, NE 68175

402-342-7600

Toll free: 1-800-775-6000 (Individual 

Service policies)

Toll free: 1-800-948-9478 (Operator)

Fax: 402-351-2775

E-mail: individualclaims@

mutualofomaha.com

www.mutualofomaha.com

Myspace.com

1223 Wilshire Blvd., Suite 402

Santa Monica, CA 90403-5400

310-969-7400

E-mail: info@myspace.com

www.myspace.com

N

National Amusements, Inc.

PO Box 9126

Dedham, MA 02027-9126

781-461-1600

E-mail: customer_service@nationalamusements.com

www.national-amusements.com

National Car Rental System, 

Inc.

8421 St. John Industrial Dr.

St. Louis, MO 63146

Toll free: 1-800-468-3334

www.nationalcar.com

National Presto Industries, 

Inc.

3925 North Hastings Way

Eau Claire, WI 54703-3703

715-839-2209

Toll free: 1-800-877-0441

Fax: 715-839-2122

www.gopresto.com

Nationwide

Customer Relations

One Nationwide Plaza

Columbus, OH 43215–2220

Toll free: 1-877-669-6877 (Auto and 

Property Insurance)

Toll free: 1-800-882-2822 (General 

Inquiries)

Toll free: 1-800.848-6331 

(Investments)

www.nationwide.com

NaturaLawn of America

One E. Church St.

Fredrick, MD 21701

301-694-5440

Toll free: 1-800-989-5444

Fax: 301-846-0320

E-mail: natural@nl-amer.com

www.nl-amer.com

Nautica Enterprises, Inc.

Consumer Relations

40 West 57th St.

New York, NY 10019

212-541-5757

Toll free: 1-866-376-4184

Fax: 212-887-8136

www.nautica.com

NBC Universal, Inc.

30 Rockefeller Plaza

New York, NY 10112

212-664-2333

www.nbc.com

Near East Food Products

See: Quaker Oats Company

PO Box 049003

Chicago, IL 60604-9003

Toll free: 1-800-822-7423

www.neareast.com

The Neiman-Marcus Group, 

Inc.

Customer Relations

PO Box 650589

Dallas, TX 75265-0589

214-761-2660

Toll free: 1-888-888-4757

www.neimanmarcus.com

Nestlé Purina PetCare 

Company

Office of Consumer Affairs

Checkerboard Square

St. Louis, MO 63164

314-982-1000

Toll free: 1-800-778-7462

Fax: 314-982-4580

www.purina.com

Nestlé 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.

PO Box 2313

Greenwich, CT 06830-5091

203-531-4100

www.nestle-watersna.com

Netflix

Customer Service

100 Winchester Circle

Los Gatos, CA 95032

www.netflix.com

Neutrogena Corporation

See:Johnson & Johnson Consumer 

Products, Inc.

Consumer Affairs

199 Grandview Rd.

Skillman, NJ 08558

Toll free: 1-800-582-4048

Fax: 310-337-5564

E-mail: ntgweb@neuus.jnj.com

www.neutrogena.com

New England Financial

See: MetLife, Inc.

Toll free: 1-800-388-4000

www.nefn.com

89
Member of SOCAP International, see page 71 Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

New York and Company

Customer Service

229 Hollie Dr.

Martinsville, VA 24112

1-800-961-9906

www.nyandcompany.com

New York Life Insurance 

Company

Corporate Compliance Dept.

One Rockwood Rd.

Sleepy Hollow, NY 10591

914-846-3876

Fax: 914-846-5497

www.newyorklife.com

Newport News

See: Spiegel Brands, Inc.

5100 City Line Rd.

Hampton, VA 23630-5100

757-827-7010

Toll free: 1-800-759-3950

E-mail: customercare@newportnews.com

www.newport-news.com

Newsweek, Inc.

PO Box 5571

Harlan, IA 51593

Toll free: 1-800-631-1040

www.newsweek.com

Nickelodeon

1515 Broadway

New York, NY 10036

212-258-6000

www.nick.com

Nike, Inc.

PO Box 4027

One Bowerman Dr.

Beaverton, OR 97005

503-671-6453

Toll free: 1-800-344-6453

www.nike.com

Nikon, Inc.

Consumer Affairs

1300 Walt Whitman Rd.

Melville, NY 11747-3064

631-547-4200

310-414-8107 (Parts)

Toll free: 1-800-645-6689 (Technical)

Toll free: 1-800-645-6678 (Service)

Fax: 631-547-4025

www.nikonusa.com

Nine West Group, Inc.

Customer Relations

1129 Westchester Ave.

White Plains, NY 10604

914-640-6400

Toll free: 1-800-999-1877

www.ninewest.com

Nintendo

4820 150th Ave., NE

Redmond, WA 98052

Toll free: 1-800-255-3700

www.nintendo.com

Nokia USA

Customer Contact Center

6021 Connection Dr.

Irving, TX 75039

Toll free: 1-888-665-4228

TTY: 1-800-246-6542

Fax: 813-243-1256

E-mail: customercare@nokia.com

www.nokiausa.com

Nordstrom, Inc.

Customer Service

1700 Seventh Ave., Suite 300

Seattle, WA 98101

Toll free: 1-888-282-6060

www.nordstrom.com

North American Van Lines

North American Claims Dept.

PO Box 988

Ft. Wayne, IN 46801-0988

www.navl.com

The North Face, Inc.

Customer Service

14450 Doolittle Dr.

San Leandro, CA 94577

Toll free: 1-800-863-1968 (Customer 

Service

Toll free: 1-866-715-3223 (Warranties)

Fax: 510-618-3541

E-mail: tnf_consumerservices@vfc.

com

www.thenorthface.com

Northwest Airlines

Customer Care

PO Box 1908

Minot, ND 58702

701-420-6282 

Toll free: 1-800-692-6955

Toll free: 1-800-745-9798 (Baggage)

TTY: 1-800-328-2298

Fax: 651-367-8459

www.nwa.com

Northwestern Mutual Life 

Insurance Company

Corporate Relations

720 East Wisconsin Ave.

Milwaukee, WI 53202

414-271-1444

www.northwesternmutual.com

Norwegian Cruise Lines

Customer Relations

7665 Corporate Center Dr.

Miami, FL 33126

305-436-4000

Toll free: 1-866-625-1164

www.ncl.com

Novartis Pharmaceuticals 

Corporation

Customer Response/

Pharmaceuticals

One Health Plaza

East Hanover, NJ 07936-1080

862-778-8300

Toll free: 1-800-277-2254 (Patient 

Assistance Program)

Toll free: 1-888-669-6682 (Customer 

Service)

Fax: 973-781-8265

www.pharma.us.novartis.com

Novell, Inc.

404 Wyman St., Suite 500

Waltham, MA 02451

801-861-7000

Toll free: 1-800-529-3400

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

Support)

Fax: 801-861-5203 (Tech Support)

E-mail: customer_service@novell.

com

www.novell.com

Nu Tone, Inc.

Consumer Relations

9825 Kenwood Rd., Suite 301

Cincinnati, OH 45242

Toll free: 1-888-336-3948

E-mail: ask@nutone.com

www.nutone.com

The NutraSweet Company

Customer Service

1762 Lovers Ln.

Augusta, GA 30901

Toll free: 1-800-323-5321

www.nutrasweet.com

90
Member of SOCAP International, see page 71

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

NutriSystem, Inc.

300 Welsh Rd.

Horsham, PA 19044

215-706-5300

Toll free: 1-800-585-5483

Fax: 215-706-5388

www.nutrisystem.com

O

Ocean Spray Cranberries, Inc.

Consumer Affairs Dept.

One Ocean Spray Dr.

Lakeville-Middleboro, MA 02349

508-946-1000

Toll free: 1-800-662-3263

Fax: 508-923-0036

www.oceanspray.com

Office Depot, Inc.

6600 North Military Trail

Boca Raton, FL 33496

561-438-4800

Toll free: 1-800-463-3768

Toll free: 1-800-721-8344 (Tech)

Fax: 1-800-685-5010

E-mail: customer.relations@

officedepot.com

www.officedepot.com

OfficeMax, Inc.

263 Shuman Blvd.

Naperville, IL 60563

630-438-7800

Toll free: 1-800-283-7674

www.officemax.com

Olan Mills, Inc.

Customer Service

PO Box 23456

Chattanooga, TN 37422-3456

Toll free: 1-800-251-6320

www.olanmills.com

Old Navy

200 Old Navy Ln.

Grove City, OH 43123-8605

Toll free: 1-800-653-6289

TTY: 1-800-449-4253

E-mail: custserv@oldnavy.com

www.oldnavy.com

Olive Garden

See Darden Restarants

Toll free: 1-800-331-2729

www.olivegarden.com

Olympus America

3500 Corporate Pkwy.

PO Box 610

Center Valley, PA 18034-0610

Toll free: 1-800-622-6372

Toll free: 1-888-553-4448 (Digital 

Cameras)

www.olympusamerica.com

Omni Hotels

420 Decker Dr.

Irving, TX 75062

Toll free: 1-800-809-6664

www.omnihotels.com

1-800-FLOWERS

One Old Country Rd., Suite 500

Carle Place, NY 11514

Toll free: 1-800-716-4851

www.1800flowers.com

Oneida, Ltd.

Customer Service

PO Box 1

Oneida, NY 13421-2899

315-361-3000

Toll free: 1-888-263-7195

www.oneida.com

Orbitz, Inc.

Customer Service

500 W Madison

Chicago, IL 60661

312-894-5000

312-416-0018

Toll free: 1-888-656-4546

www.orbitz.com

Orkin

Customer Care Center

2170 Piedmont Rd., NE

Atlanta, GA 30324

Toll free: 1-800-346-7546

Fax: 404-633-2315

www.orkin.com

Ortho-McNeil

Customer Communications Center

1125 Trenton-Harbourton Rd.

PO Box 200

Titusville, NJ 08560-200

Toll free: 1-800-526-7736

www.ortho-mcneil.com

Outback Steakhouse

2202 N. West Shore Blvd., 5th Floor

Tampa, FL 33607

813-282-1225

E-mail: newsoutback@outback.com

www.outback.com

Overstock.com

Customer Service

6350 South 3000 East

Salt Lake City, UT 84121

Toll free: 1-800-843-2446

www.overstock.com

Owens Corning

One Owens Corning Pkwy.

Toledo, OH 43659-0001

419-248-8000

Toll free: 1-800-438-7465

E-mail: answers@answers.

owenscorning.com

www.owenscorning.com

P

Palm, Inc.

950 W. Maude Ave.

Sunnyvale, CA 94085

408-617-7000

Toll free: 1-800-881-7256

Toll free: 1-888-956-7256 (Computer 

Software)

Fax: 408-617-0100

www.palm.com

Panasonic Company

Consumer Affairs

Panazip 2F-3

One Panasonic Way

Secaucus, NJ 07094

201-348-7000

Toll free: 1-800-211-7262

www.panasonic.com

Panera Bread

6710 Clayton Rd.

Richmond Heights, MO 63117

314-633-7100

Toll free: 1-800-301-5566

Fax: 314-633-7200

www.panerabread.com

Papa John’s International, Inc.

PO Box 99900

Louiseville, KY 40269

502-261-4987

Toll free: 1-877-547-7272

www.papajohns.com

91
Member of SOCAP International, see page 71 Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

Pathmark Stores, Inc.

Customer Relations

2 Paragon Dr.

Montvale, NJ 07645

Toll free: 1-866-443-7374

E-mail: customers@pathmark.com

www.pathmark.com

Payless ShoeSource

Customer Service

3231 SE Sixth Ave.

Topeka, KS 66607

Toll free: 1-877-474-6379

Email: CustomerService@csr.

payless.com

www.payless.com

Paypal.com

2211 N. First St.

San Jose, CA 95131

402-935-2050

www.paypal.com

PearleVision

4000 Luxottica Pl.

Mason, OH 45040

Toll free: 1-800-937-3937

www.pearlevision.com

Pennzoil

See: Shell Oil Company

Corporate Communications

Pennzoil Place

PO Box 2967

Houston, TX 77252-2967

713-546-4000

Toll free: 1-800-237-8045

www.pennzoil.com

Pep Boys Auto

311 West Allegheny Ave.

Philadelphia, PA 19132

Toll free: 1-800-737-2697

E-mail: custserv@pepboys.com

www.pepboys.com

Pepperidge Farm, Inc.

595 Westport Ave.

Norwalk, CT 06851

Toll free: 1-888-737-7374

www.pepperidgefarm.com

Pepsi-Cola Company

Public Affairs

700 Anderson Hill Rd.

Purchase, NY 10577

914-253-2000

Toll free: 1-800-433-2652

Fax: 914-767-6177

www.pepsico.com

Perdue Farms, Inc.

PO Box 1656

Horsham, PA 19044-6656

Toll free: 1-800-473-7383

www.perdue.com

Petco

9125 Rehco Rd.

San Diego, CA 92121

Toll free: 1-888-824-7257

www.petco.com

PetSmart

Customer Service

1435 International Dr.

Eau Claire, WI 54701

Toll free: 1-888-839-9638

E-mail: CustomerCare@petsmart.

com

www.petsmart.com

P.F. Chang’s China Bistro, Inc.

7676 E. Pinnacle Peak Rd.

Scottsdale, AZ 85255

480-888-3000

Toll free: 1-866-732-4264

www.pfchangs.com

Pfizer, Inc.

Consumer Affairs

PO Box 2219

Chattanooga, TN 37409-0219

212-733-2323

Toll free: 1-800-879-3477

Toll free: 1-800-438-1985

Toll free: 1-800-223-0182 (Over-thecounter)

www.pfizer.com

Pharmavite Corporation

Consumer Affairs

PO Box 9606

Mission Hills, CA 91346-9606

818-221-6200

Toll free: 1-800-276-2878 (Nature 

Made)

Toll free: 1-888-676-9569 (Soy Joy)

Fax: 818-221-6618

www.pharmavite.com

Philip Morris USA

Quality Dept.

PO Box 18583

Pittsburgh, PA 15236

804-274-2000

Toll free: 1-800-343-0975

www.philipmorrisusa.com

Philips Consumer Electronics 

North America

Customer Service

3000 Minuteman Rd., M/S 109

Andover, MA 01810

Toll free: 1-888-744-5477 (Televisions)

Toll free: 1-800-555-0050 (Lighting)

Toll free: 1-866-473-6736 (Kitchen)

www.philipsusa.com

Phillips-Van Heusen 

Corporation

Customer Services

1001 Frontier Rd., MS # 44

Bridgewater, NJ 08807

908-685-0050

Toll free: 1-800-388-9122 (Van 

Heusen)

Toll free: 1-800-950-2277 (Bass)

Toll free: 1-800-866-7292 (Izod)

1-866-214-6694 (Calvin Klein)

www.pvh.com

Pioneer Electronics Service, 

Inc.

Customer Service

PO Box 1760

Long Beach, CA 90801

Toll free: 1-800-421-1404

Fax: 310-952-2821

www.pioneerelectronics.com

Pirelli Tire Corporation

100 Pirelli Dr.

Rome, GA 30161

706-368-5800

Toll free: 1-800-747-3554

Fax: 706-368-5832

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

92
Member of SOCAP International, see page 71

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Playstation

See: Sony Corporation of America

Toll free: 1-800-345-7669

www.us.playstation.com

Playtex Products, Inc.

PO Box 701

Allendale, NJ 07401-1600

Toll free: 1-888-310-4290

Fax: 201-785-8202

www.playtexproductsinc.com

Polaroid Corporation

4400 Baker Ave

Minnetonka, MN 55343

Toll free: 1-877-388-3779 (Digital 

Cameras)

Toll free: 1-866-289-5168 (DVDs, 

DVR, TV, GPS)

E-mail: info@polaroid.com

www.polaroid.com

Polo/Ralph Lauren 

Corporation

Consumer Relations

4100 Beachwood Dr.

Greensboro, NC 27410

Toll free: 1-888-475-7674

Fax: 336-632-9097

E-mail: customerassistance@

ralphlauren.com

www.polo.com

Popeyes Louisiana Kitchen

AFC Enterprises-Customer 

Relations

5555 Glenridge Connector, NE, Suite 

300

Atlanta, GA 30342

Toll free: 1-877-767-3937

E-mail: popeyescommunications@

popeyes.com

www.afce.com

Price Chopper Supermarkets 

(The Golub Corporation)

Consumer Services

501 Duanesburg Rd.

Schenectady, NY 12306

518-355-5000

Toll free: 1-800-666-7667

www.pricechopper.com

Priceline.com

800 Connecticut Ave.

Norwalk, CT 06854

Toll free: 1-800-774-2354

www.priceline.com

Princess Cruise Lines

24305 Town Center Dr.

Santa Clarita, CA 91355

Toll free: 1-800-774-6237

E-mail: customerrelations@

princesscruises.com

www.princess.com

The Procter & Gamble 

Company

PO Box 599

Cincinnati, OH 45202

513-983-1100

www.pg.com

The Progressive Corporation

6300 Wilson Mills Rd.

Mayfield Village, OH 44143

Toll free: 1-800-776-4737

www.progressive.com

Prudential Financial, Inc.

Policyowner Relations Dept.

PO Box 1136

Minneapolis, MN 55440-1136

Toll free: 800-778-2255 (Insurance)

Toll free: 1-888-778-2888 (Annuities)

TTY: 1-800-526-8061

www.prudential.com

Publishers Clearing House

Consumer Affairs

382 Channel Dr.

Port Washington, NY 11050

516-883-5432

Toll free: 1-800-337-4724

Fax: 516-883-5769

www.pch.com

Publix

Consumer Relations

PO Box 407

Lakeland, FL 33802-0407

www.publix.com

Q

Qdoba Mexican Grill

4865 Ward Rd., Suite 500

Wheat Ridge, CO 80033-1902

720-898-2300

Toll free: 1-888-497-3622

Fax: 720-898-2396

E-mail: info@qdoba.com

www.qdoba.com

The Quaker Oats Company

PO Box 049003

Chicago, IL 60604-9003

312-821-1000

Toll free: 1-800-367-6287

www.quakeroats.com

QuikTrip Corporation

PO Box 3475

Tulsa, OK 74101

918-615-7700

www.quiktrip.com

Quizno’s

1001 17th St., Suite 200

Denver, CO 80202

720-359-3300

Toll free: 1-866-486-2783

www.quiznos.com

QVC, Inc.

Customer Service

1200 Wilson Drive at Studio Park

West Chester, PA 19380

Toll free: 1-800-367-9444

TTY: 1-800-544-3316

E-mail: QVCcares@QVC.com

www.qvc.com

R

Radio Shack Corporation

Customer Care

Riverfront Campus, Mail Stop #CF3-

311

300 Radio Shack Circle

Fort Worth, TX 76102-1964

817-415-3011

Toll free: 1-800-843-7422

www.radioshack.com

Radisson Hotels & Resorts

11340 Blondo St., Suite 100

Omaha, NE 68164

Toll free: 1-888-201-1719

www.radisson.com

93
Member of SOCAP International, see page 71 Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

Rayovac Corporation

Consumer Service

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: 1-800-846-2100

TTY: 1-800-735-4327 

Fax: 914-238-4559

www.readersdigest.com

Reckitt Benckiser, Inc.

Morris Corporate Center IV

399 Interpace Pkwy.

 PO Box 225

Parsippany, NJ 07054-0225

973-404-2600

Toll free: 1-877-870-8174 (Lysol 

Purifiers)

Toll free: 1-888-265-3343 (Material 

Safety Data Sheets)

Toll free: 1-800-333-3899

Toll free: 1-800-228-4722 (Household)

Toll free: 1-800-841-1256 (Food 

Products)

1-800-260-1066 (Spray ‘N Wash)

E-mail: corpcomms@

reckittbenckiser.com

www.reckittbenckiser.com

Red Lobster

Guest Relations

5900 Lake Ellenor Dr.

Orlando, FL 32809

Toll free: 1-800-562-7837

www.redlobster.com

Regal Ware Inc.

Consumer Service

1675 Reigle Dr.

Kewaskum, WI 53040

262-626-2121

www.regalware.com

Rent-A-Center

5501 Headquarters Dr.

Plano, TX 75024

Toll free: 1-800-422-8186

www.rentacenter.com

Revlon, Inc.

Consumer Affairs

1501 Williamsboro St.

Oxford, NC 27565

Toll free: 1-800-473-8566

www.revlon.com

Rich Products

Customer Relations

One Robert Rich Way

Buffalo, NY 14213

716-878-8000

Toll free: 1-800-457-4247

www.rich.com Rite Aid 

Corporation

PO Box 3165

Harrisburg, PA 17105

717-761-2633

Toll free: 1-800-748-3243

Toll free: 1-888-213-9920 (Rebates)

www.riteaid.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 Corporation

300 Ashworth Rd.

West Des Moines, IA 50265

515-223-1343

Toll free: 1-800-438-7686

www.roto-rooter.com

Royal Caribbean International

Corporate Guest Relations

1050 Caribbean Way

Miami, FL 33132

Toll free: 1-800-256-6649

Toll free: 1-800-398-9819 (Website)

www.royalcaribbean.com

Rubbermaid

Consumer Services

3320 W. Market St.

Fairlawn, OH 44333

Toll free: 1-888-895-2110

www.rubbermaid.com

Ruth’s Chris Steakhouse

Ruth’s Hospitality Group, Inc.

500 International Pkwy, #100

Heathrow, FL 32746-5500

407-333-7440

Fax: 407-833-9625

www.ruthschris.com

S

Safeway, Inc.

MS 10501

PO Box 29093

Phoenix, AZ 85038-9093

Toll free: 1-877-723-3929

www.safeway.com

Saks Fifth Avenue

12 East 49th St., 4th Floor

New York, NY 10017

212-940-5027

Toll free: 1-877-551-7257

Fax: 601-968-5281

E-mail: service@saks.com

www.saks.com

Sam’s Club

Member Service

608 Southwest Eighth St.

Bentonville, AR 72716

479-277-7000

Toll free: 1-888-746-7726

www.samsclub.com

Samsonite Corporation

Consumer Relations

575 West St, Suite 110

Mansfield, MA 02048

Toll free: 1-800-262-8282

Fax: 610-871-3343

www.samsonite.com

Samsung Electronics America

Customer Service and Technical 

Support

400 Valley Rd., Suite 201

Mount Arlington, NJ 07856

Toll free: 1-800-726-7864

Toll free: 1-888-987-4357 (Mobile 

Phones)

Fax: 973-601-6001

www.samsung.com

Sanofi-Aventis

55 Corporate Dr.

Bridgewater, NJ 08807-2854

Toll free: 1-800-981-2491

www.sanofi-aventis.us

94
Member of SOCAP International, see page 71

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Sara Lee Foods

PO Box 756

Neenah, WI 54957-0756

Toll free: 1-800-323-7117 (Bakery)

Toll free: 1-800-925-3326 (Meats)

Toll free: 1-800-392-7733 (Body Care)

Fax: 1-888-514-5970 

www.saraleefoods.com

Sargento Foods, Inc.

One Persnickety Pl.

Plymouth, WI 53073

920-893-8484

Toll free: 1-800-243-3737 (Consumer 

Affairs)

Fax: 920-893-8399

www.sargento.com

SC Johnson and Son, Inc.

1525 Howe St.

Racine, WI 53403-5011

262-260-2000

Toll free: 1-800-494-4855

Fax: 262-260-4805

www.scjohnsonwax.com

Schering-Plough HealthCare 

Products, Inc.

PO Box 377

Memphis, TN 38151

908-298-4000

Toll free: 1-800-317-2165

www.schering-plough.com

The Scotts Company

Consumer Service

14111 Scottslawn Rd.

Marysville, OH 43041

Toll free: 1-800-543-8873 (Product 

Questions)

Toll free: 1-888-270-3714

www.scotts.com

Seabourn Cruise Line

Guest Relations

6100 Blue Lagoon Dr., Suite 400

Miami, FL 33126

305-463-3000

Toll free: 1-800-929-9391

www.seabourn.com

Sealy Corporation

Consumer Support

One Office Pkwy at Sealy Dr.

Trinity, NC 27370

336-861-3500

Toll free: 1-800-697-3259

www.sealy.com

Sears, Roebuck and Company

Sears National Customer Relations

3333 Beverly Rd.

Hoffman Estates, IL 60179

847-286-2500

Toll free: 1-800-549-4505 (Retail)

Toll free: 1-800-697-3277 (Online)

TTY: 1-800-659-7017

Fax: 1-800-427-3049

www.sears.com

Seiko Instruments USA, Inc.

PO Box 140706

Austin, TX 90505

Toll free: 1-800-443-3617

Fax: 512-349-3004

E-mail: customerservice@siu-austin.

com

www.seikoinstruments.com

Seneca Foods Corporation

Consumer Affairs

3736 South Main St.

Marion, 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

3 Golf Center #392

Hoffman Estates, IL 60169

847-645-0200

Toll free: 1-888-557-3782

Fax: 847-645-0205

E-mail: customer.service@serta.

com

www.serta.com

7-Eleven, Inc

Customer Relations

Location 231

PO Box 711

Dallas, TX 75221

972-828-7011

Toll free: 1-800-255-0711

E-mail: www.7-Eleven.com

www.7-Eleven.com

Sharp Electronics Corporation

Customer Service

1300 Naperville Dr.

Romeoville, IL 60441

Toll free: 1-800-237-4277

www.sharpusa.com

Shell Oil Company

Customer Care

PO Box 2463

Houston, TX 77252

713-241-6161

Toll free: 1-888-467-4355

Toll free: 1-800-331-3703 (Shell Card)

E-mail: ShellCustomerCare@shell.

com

www.shellus.com

Sherwin-Williams Company

Midland Building

101 Prospect Ave., NW

PO Box 647

Cleveland, OH 44115

216-515-4825

Toll free: 1-800-474-3794

Fax: 216-566-1392

www.sherwin-williams.com

Shoney’s, Inc.

Guest Relations

1717 Elm Hill Pike, Suite B-1

Nashville, TN 37210

615-391-5395

Toll free: 1-877-377-2233

Fax: 615-231-2621

E-mail: helpdesk@shoneys.com

www.shoneys.com

Simmons Bedding Company

Consumer Services

1900 Beaver Ridge Circle

Norcross, GA 30071

770-512-7700

Toll free: 1-877-399-9397

Fax: 770-613-8575

E-mail: customerassistance@

simmons.com

www.simmons.com

Singer Sewing Company

Consumer Affairs

1224 Heil Quaker Blvd.,

PO Box 7017

LaVergne, TN 37086

Toll free: 1-800-474-6437

Fax: 615-213-0994

E-mail: talktous@singerco.com

www.singerco.com

95
Corporate Consumer Contacts

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

Slim-Fast Foods Company

Consumer Services Dept.

PO Box 6065

Englewood, NJ 07631-6065

Toll free: 1-800-754-6327

E-mail: support@slimfast.com

www.slimfast.com

Sonesta International Hotels 

Corporation

116 Huntington Ave.

Boston, MA 02116

617-421-5400

Toll free: 1-800-766-3782

Fax: 617-421-5402

E-mail: info@sonesta.com

www.sonesta.com

Sony Corporation of America

Consumer Information Service 

Center

12451 Gateway Blvd.

Fort Myers, FL 33913

Toll free: 1-800-222-7669

www.sony.com

Southwest Airlines

PO Box 36647-1CR

Dallas, TX 75235-1647

214-792-4223

Toll free: 1-800-435-9792 (English)

Toll free: 1-800-826-6667 (Spanish)

TTY: 1-800-533-1305

Fax: 214-792-5099

www.southwest.com

Spiegel Brands, Inc

Customer Satisfaction

One Spiegel Ave.

Hampton, VA 23630-5367

Toll free: 1-800-222-5680

E-mail: clientservices@spiegel.com

www.spiegel.com

Spirit Airlines

2800 Executive Way

Miramar, FL 33025

E-mail: customerr@spiritair.com

www.spiritair.com

Springs Global U.S., Inc.

Public Relations Dept. of Corporate 

Communication

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 Nextel

KSOPHT0101-Z4300

6391 Sprint Pkwy.

Overland Park, KS 66251-4300

Toll free: 1-888-211-4727 (Sprint 

Phones)

Toll free: 1-800-639-6111 (Nextel 

Phones)

Toll free: 1-800-877-4646 (Wireline 

Service)

www.sprint.com/consumerinfo

Stanley Hardware

Customer Service

480 Myrtle St.

New Britain, CT 06053

Toll free: 1-800-622-4393

Fax: 1-877-334-6791

www.stanleyhardware.com

Staples, Inc.

500 Staples Dr.

Framingham, MA 01702

508-253-5000

Toll free: 1-800-378-2753

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

Relations)

www.staples.com

Starbucks

Customer Relations

PO Box 3717

Seattle, WA 98124-3717

Toll free: 1-800-235-2883

Toll free: 1-800-782-7282 (Card 

Services)

www.starbucks.com

Starwood Hotels & Resorts 

Worldwide, Inc.

Consumer Affairs

1111 Westchester Ave.

White Plains, NY 10604

914-640-8100

Toll free: 1-800-328-6242

E-mail: customercare@

starwoodhotels.com

www.starwoodhotels.com

State Farm

One State Farm Plaza

Bloomington, IL 61710

309-766-6393

Toll free: 1-877-734-2265 (Bank)

Toll free: 1-800-447-4930 

(Investments)

E-mail: info@statefarm.com

www.statefarm.com

SteinMart

1200 Riverplace Blvd.

Jacksonville, FL 32207

Toll free: 1-888-783-4662

www.steinmart.com

Stop & Shop Supermarket 

Company, Inc.

Customer Service Dept.

PO Box 55888

Boston, MA 02205-5888

Toll free: 1-800-767-7772

Fax: 617-770-6033

www.stopandshop.com

Subway

325 Bic Dr.

Milford, CT 06461-3059

203-877-4281

Toll free: 1-800-888-4848

www.subway.com

Suntrust

PO Box 4418 GA-Atlanta-0795

Atlanta, GA 30302-4418

Toll free: 1-800-786-8787

www.suntrust.com

Symantec Corporation

20330 Stephens Creek Blvd.

Cupertino, CA 95014

408-517-8000

Fax: 408-517-8186

www.symantec.com

T

Taco Bell

See: YUM! Brands, Inc.

Customer Relations

17901 Von Karman

Irvine, CA 92614

949-863-4500

Toll free: 1-800-822-6235

www.tacobell.com

96

Member of SOCAP International, see page 71 Provided financial support for the publication 

of the Consumer Action Handbook.
Member of SOCAP International, see page 71

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Talbots

Customer Service Dept.

One Talbots Dr.

Hingham, MA 02043

781-741-4028

Toll free: 1-800-992-9010

TTY: 1-800-624-9179

Fax: 1-800-438-9443

www.talbots.com

Target Stores

Guest Relations and Quality 

Assurance

PO Box 9350

Minneapolis, MN 55440-9350

612-307-9800

Toll free: 1-800-440-0680

TTY: 1-800-755-5852 

Fax: 612-307-8870

www.target.com

TEAC America, Inc.

Customer Service

7733 Telegraph Rd.

Montebello, CA 90640

323-726-0303 (Sales)

323-727-7617 (Technical)

323-727-7627 (Service)

Fax: 323-727-7632

E-mail: custser@teac.com

www.teac.com

Teleflora

11444 West Olympic Blvd. - 4th Floor

Los Angeles, CA 90064

Toll free: 1-800-835-3356

Fax: 310-966-3666

E-mail: service@teleflora.com

www.teleflora.com

Terminix

Customer Service

860 Ridge Lake Rd.

Memphis, TN 38120

Toll free: 1-800-837-6464

www.terminix.com

Tetley USA, Inc.

Consumer Services Dept.

890 Mountain Ave., Suite 105

New Providence, NJ 07974

203-929-9200

Toll free: 1-800-728-0084

www.tetleyusa.com

Texas Instruments, Inc.

Consumer Relations

PO Box 660199

Dallas, TX 75266

972-917-8324 (Technical support)

972-995-2011

Toll free: 1-800-842-2737

www.ti.com

T.G.I. Friday’s

Guest Relations

4201 Marsh Ln.

Carrollton, TX 75007

Toll free: 1-800-374-4297

www.tgifridays.com

3M

3M Center

St. Paul, MN 55144-1000

651-737-6501

Toll free: 1-800-364-3577

Fax: 1-800-713-6329

www.3m.com

Thrifty Car Rental

PO Box 35250

Tulsa, OK 74153

918-669-2168

Toll free: 1-800-847-4389

TTY: 1-888-332-3677

Fax: 918-669-2060

E-mail: customercare@thrifty.com

www.thrifty.com

Time Warner, Inc.

One Time Warner Center

New York, NY 10019

212-484-8000

www.timewarner.com

Time, Inc.

3000 University Center Dr.

Tampa, FL 33612-6408

813-979-6625

Toll free: 1-866-550-6934

Fax: 813-354-3467

E-mail: subsvcs@time.customersvc.

com

www.time.com

Timex Corporation

Customer Service

1302 Pike Ave.

North Little Rock, AR 72114

501-372-1111

Toll free: 1-800-448-4639

Fax: 501-370-5747

E-mail: custserv@timex.com

www.timex.com

TJ Maxx

See: TJX Companies, Inc.

Toll free: 1-800-926-6299

www.tjmaxx.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 (TJ Maxx)

Toll free: 1-800-888-0776 (Home 

Goods)

Toll free: 1-888-627-7425 (Marshall’s)

Fax: 508-390-2091

www.tjx.com

T-Mobile Wireless

Customer Relations

PO Box 37380

Albuquerque, NM 87176-7380

Toll free: 1-877-453-1304

Toll free: 1-800-866-2453

Toll free: 1-800-937-8997

TTY: 1-877-296-1018

Fax: 505-998-3775

www.tmobile.com

Top-Flite Professional Golf 

Company

Consumer Dept.

425 Meadow St.

Chicopee, MA 01013

413-536-1200

Toll free: 1-866-834-6532

www.topflite.com

The Toro Company

Consumer Division

8111 Lyndale Ave., South

Bloomington, MN 55420

612-888-8801

Toll free: 1-800-348-2424

E-mail: consumer.service@toro.com

www.toro.com

Toshiba America

82 Totowa Rd.

Wayne, NJ 07470

Toll free: 1-800-631-3811

Fax: 973-628-1875

E-mail: customer_support@tacp.

com

www.tacp.toshiba.com

97
Member of SOCAP International, see page 71 Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

Totes/Isotoner

9655 International Blvd.

Cincinnati, OH 45246-5658

513-682-8200

Toll free: 1-800-762-8712

Fax: 513-682-8606

E-mail: customerservice@totes.com

www.totes.com

Tourneau, Inc.

Customer Service

3 East 54th St.

New York, NY 10022

212-758-3265

Toll free: 1-800-348-3332

E-mail: customerservice@tourneau.

com

www.tourneau.com

Toys “R” Us

Guest Relations

1 Geoffrey Way

Wayne, NJ 07470-2030

973-617-3500

Toll free: 1-800-869-7787

www.toysrus.com

Trader Joe’s

PO Box 5049

Monrovia, CA 91017

626-599-3700 Ext. 3035

www.traderjoes.com

Trane

Residential Customer Relations

PO Box 9010

Tyler, TX 75707

903-581-3200 (Residential)

931-645-6471 (Commercial)

www.trane.com

TransUnion, LLC

PO Box 2000

Chester, PA 19022

610-546-4600

Toll free: 1-800-888-4213 (Obtain a 

Report)

Toll free: 1-800-916-8800 (Disputes)

Toll free: 1-800-680-7289 (Frauds)

Fax: 610-546-4605

E-mail: fvad@transunion.com

www.transunion.com

Travelers Companies, Inc.

Consumer Affairs

One Tower Square 5MS

Hartford, CT 06183

Toll free: 1-866-336-2077 (Customer 

Advocacy)

Toll free: 1-800-252-4633 (Claim 

Inquiry)

www.travelers.com

Travelocity.com LP

Customer Service

11603 Crosswinds Way Suite 125

San Antonio, TX 78233

Toll free: 1-888-872-8356

Toll free: 1-800-255-1068 (Last 

minute service)

Toll free: 1-877-815-5446 (Cruise 

service)

TTY: 1-800-555-7585

www.travelocity.com

True Value Company

Customer Service

8600 West Bryn Mawr Ave.

Chicago, IL 60631-3505

773-695-5000

www.truevalue.com

TruGreen Lawn Care

Service Master Company

860 Ridge Lake Blvd, MS A4-4081

Memphis, TN 38120

Toll free: 1-866-789-3205

www.trugreen.com

Tupperware Corporation

Customer Care

PO Box 2353

Orlando, FL 32802

Toll free: 1-800-366-3800

www.tupperware.com

Turtle Wax, Inc.

PO Box 247

Willowbrook, IL 60559-0247

Toll free: 1-800-887-8539

www.turtlewax.com

TV Guide

Customer Relations

PO Box 37360

Boone, IA 50037

Toll free: 1-800-866-1400

Fax: 515-433-5001

E-mail: feedback@tvguide.com

www.tvguide.com

Twitter.com

539 Bryant St., Suite 402

San Francisco, CA 94107

415-896-2008

E-mail: help@twitter.com

www.twitter.com

Tyson Foods

Consumer Relations CP631

2200 Don Tyson Pkwy.

Springdale, AR 72762

Toll free: 1-800-233-6332

Toll free: 1-800-643-3410 

(Switchboard)

www.tyson.com

U

U-Haul International

PO Box 21502

Phoenix, AZ 85036-1502

602-263-6771

Toll free: 1-800-789-3638 (Customer 

Service)

www.uhaul.com

Uniden America Corporation

Customer Service

4700 Amon Carter Blvd.

Fort Worth, TX 76155

817-858-3300

Toll free: 1-800-297-1023

TTY: 1-800-874-9314 

Fax: 1-800-323-2641 

E-mail: cservice@uniden.com

www.uniden.com

Unilever

Consumer Services

920 Sylvan Ave., 2nd Floor

Englewood Cliffs, NJ 07632

Toll free: 1-800-621-2013

E-mail: comments@unilever.com

www.unilever.com

Uniroyal Tires

Consumer Care Dept.

PO Box 19001

Greenville, SC 29602-9001

Toll free: 1-877-458-5878

www.uniroyal.com

98
Member of SOCAP International, see page 71

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

United Airlines

Customer Relations

PO Box 66100

Chicago, IL 60666

847-700-6796

Toll free: 1-877-228-1327

Toll free: 1-800-221-6903 (Baggage)

Toll free: 1-800-864-8331 

TTY: 1-800-323-0170

Fax: 1-877-406-1059 

www.ual.com

United Healthcare

Customer Service

PO Box 740815

Atlanta, GA 30374-0815

Toll free: 1-888-545-5205

www.uhc.com

United Online, Inc.

LNR Warner Center

21301 Burbank Blvd.

Woodland Hills, CA 91367

818-287-3000 (Corporate Office)

Fax: 818-287-2001

www.unitedonline.com

United Parcel Service (UPS)

Customer Service

55 Glenlake Pkwy., NE

Atlanta, GA 30328

Toll free: 1-800-742-5877

TTY: 1-800-833-0056

www.ups.com

United Van Lines, Inc.

Claim Dept.

One United Dr.

Fenton, MO 63026

636-326-3100

Toll free: 1-800-948-4885

www.unitedvanlines.com

Uno Chicago Grill

100 Charles Park Rd.

Boston, MA 02132

617-323-9200

Toll free: 1-866-600-8667

E-mail: mail@unos.com

www.unos.com

US Airways

Customer Relations

4000 E. Sky Harbor Blvd.

Phoenix, AZ 85034

480-693-0800

Toll free: 1-866-523-5333

TTY: 1-800-245-2966

Fax: 480-693-2300

www.usairways.com

US Bancorp

US Bancorp Center

800 Nicollet Mall

Minneapolis, MN 55402

Toll free: 1-800-872-2657

TTY: 1-800-685-5065 

www.usbank.com

V

The Valvoline Company

PO Box 14000

Lexington, KY 40512

Toll free: 1-800-832-6825

www.valvoline.com

Verizon Communications, Inc.

140 West St.

New York, NY 10007

Toll free: 1-800-621-9900

TTY: 1-800-974-6006 

www.verizon.com

Viacom, Inc.

1515 Broadway, 51st Floor

New York, NY 10036

212-258-6000

www.viacom.com

Victoria’s Secret Stores

Customer Service

North American Office

PO Box 16590

Columbus, OH 43216-6589

Toll free: 1-800-411-5116

Toll free: 1-800-474-7834 (Spanish)

Toll free: 1-800-888-8200 (Victoria’s 

Secret Direct)

TTY: 1-800-666-0268

E-mail: service@victoriassecret.com

www.victoriassecret.com

Virgin Atlantic Airways, Ltd.

PO Box 570

Canton, MA 02021

Toll free: 1-800-821-5438

E-mail: customer.relations.us@fly.

virgin.com

www.virgin-atlantic.com

Virgin Mobile USA, LLP

2185 North California Blvd.

Walnut Creek, CA 94596

Toll free: 1-888-322-1122

www.virginmobileusa.com

Visa USA, Inc.

(Contact your issuing bank first)

PO Box 194607

San Francisco, CA 94119-4607

Toll free: 1-800-VISA-911

E-mail: askvisausa@visa.com

www.visa.com

Vonage

Customer Care

23 Main St.

Holmdel, NJ 07733

Toll free: 1-866-243-4357

www.vonage.com

W

Walgreens

Consumer Relations

200 Wilmot Rd.

Deerfield, IL 60015

Toll free: 1-800-925-4733 (In-store)

Toll free: 1-877-250-5823 (Online)

TTY: 1-877-924-7889 

www.walgreens.com

Wal-Mart Stores, Inc.

Customer Relations

702 SW Eighth St.

Bentonville, AR 72716-0117

479-273-4000

Toll free: 1-800-925-6278

Toll free: 1-800-966-6546 (Website 

questions)

Fax: 479-204-9798

E-mail: help@walmart.com

www.wal-mart.com

99
Member of SOCAP International, see page 71 Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

Walter Drake, Inc.

Customer Service

PO Box 3680

Oshkosh, WI 54903-3680

Toll free: 1-800-858-4979

TTY: 920-231-5506

Fax: 1-888-252-8462

www.wdrake.com

Wegman’s Food Markets

Consumer Affairs

1500 Brooks Ave.

PO Box 30844

Rochester, NY 14603-0844

Toll free: 1-800-934-6267

www.wegmans.com

Weight Watchers International

Corporate Affairs

300 Jericho Quad, Suite 350

Jericho, NY 11753

212-817-4200

516-390-1400

Toll free: 1-800-651-6000

E-mail: customerservice@

weightwatchers.com

www.weightwatchers.com

Wells Fargo & Company

Customer Service

PO Box 4132

San Francisco, CA 94524-4132

Toll free: 1-800-869-3557 (General)

Toll free: 1-800-956-4442 (Online)

Toll free: 1-866-867-5568 (Report 

Online Fraud)

TTY: 1-800-877-4833 

www.wellsfargo.com

Wendy’s International, Inc.

One Dave Thomas Blvd.

Dublin, OH 43017-0256

614-764-3100 Ext. 2032

Toll free: 1-800-443-7266

Fax: 614-764-6707

E-mail: Consumer_Relations@

Wendys.com

www.wendys.com

Western Digital

Customer Support

20511 Lake Forest Dr.

Lake Forest, CA 92630-7741

949-672-7000

Toll free: 1-800-275-4932

www.wdc.com

Western Union Financial 

Services, Inc.

Quality & Customer Service

PO Box 4430

Bridgeton, MO 63044

720-332-1000

Toll free: 1-800-325-6000

Toll free: 1-800-448-1492 (Fraud)

www.westernunion.com

Wet Seal, Inc.

26972 Burbank

Foothill Ranch, CA 92610

Toll free: 1-866-746-7938

E-mail: customerservice@wetseal.

com

www.wetseal.com

Whirlpool Corporation

553 Benson Rd.

Benton Harbor, MI 49022

269-923-5000

Toll free: 1-800-344-1274 (Maytag)

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

Aid)

E-mail: info@whirlpool.com

www.whirlpoolcorp.com

Whole Foods Markets, Inc.

550 Bowie St.

Austin, TX 78703

512-542-0878

E-mail: customer.questions@

wholefoods.com

www.wholefoods.com

Williams-Sonoma, Inc.

10000 Covington Cross Dr.

Las Vegas, NV 89144

702-360-7000

Toll free: 1-877-812-6235

Fax: 702-363-2541

E-mail: CustomerService@williamssonoma.com

www.williams-sonoma.com

Winn-Dixie Stores, Inc.

PO Box B

Jacksonville, FL 32203-0297

904-783-5000

Toll free: 1-866-946-6349

E-mail: Svc_WDCustResp@winndixie.com

www.winn-dixie.com

Winnebago Industries

Owner Relations

PO Box 152

Forest City, IA 50436-0152

641-585-3535

Toll free: 1-800-537-1885

Fax: 641-585-6966

E-mail: or@winnabagoind.com

www.winnebagoind.com

Wrangler

Consumer Relations

PO Box 21488

Greensboro, NC 27420-1488

336-332-3564

Toll free: 1-888-784-8571

E-mail: wranglerweb@vfc.com

www.wrangler.com

Wyeth Consumer Health Care

Quality Assurance

PO Box 26609

2248 Darbytown Rd.

Richmond, VA 23261-6609

973-660-5000

Toll free: 1-800-934-5556 

(Prescription products)

Toll free: 1-800-999-9384 

(Prescription products)

Toll free: 1-800-322-3129 

(Nonprescription products)

www.wyeth.com

Wyndham Hotel Group

Customer Service

1910 8th Ave., NE

Aberdeen, SD 57401

Toll free: 1-800-347-7559

www.wyndhamworldwide.com

X

Xbox

See: Microsoft Corporation

Toll free: 1-800-469-9269

TTY: 1-866-740-9269

www.xbox.com

100
Member of SOCAP International, see page 71

Provided financial support for the publication 

of the Consumer Action Handbook.

Corporate Consumer Contacts

YUM! Brands, Inc.

Customer Relations

1441 Gardiner Ln.

Louisville, KY 40213

Toll free: 1-800-544-5774

www.yum.com

Z

Zales Jewelers

Customer Service

PO Box 152771

Irving, TX 75038-1003

Toll free: 1-800-311-5393

Fax: 972-580-5219

E-mail: CustomerService@zales.

com

www.zales.com

Zappos.com

Customer Loyalty

2280 Corporate Circle, Suite 100

Henderson, NV 89074

Toll free: 1-800-927-7671

E-mail: cs@zappos.com

www.zappos.com

Zenith Electronics Corporation

See: LG Electronics, Inc

Customer Service

2000 Millbrook Dr.

Lincolnshire, IL 60069

847-941-8000 (Corporate)

Toll free: 1-877-993-6484

www.zenithservice.com

Xerox Corporation

Customer Relations

PO Box 4505

45 Glover Ave.

Norwalk, CT 06856

203-968-3000

Toll free: 1-877-979-8498

Toll free: 1-888-339-7887 (Billing)

Toll free: 800-821-2797 (Customer 

Technical Support)

1-800-275-9376

E-mail: webmaster@xerox.com

www.xerox.com

Y

Yahoo Online

Customer Care

701 First Ave.

Sunnyvale, CA 94089

408-349-5070 (Customer Care)

408-349-3300

Toll free: 1-866-562-7219 (Customer 

Care)

Fax: 408-349-3301

E-mail: cc-advoc@yahoo-inc.com

www.yahoo.com

Yamaha Motor Corporation

6555 Katella Ave.

Cypress, CA 90630

714-761-7435

Toll free: 1-800-962-7926 (Customer 

Relations)

Toll free: 1-800-252-5265 (Yamaha 

card)

www.yamaha-motor.com

101
Provided financial support for the publication 

of the Consumer Action Handbook.

Federal Agencies

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

102

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 

helpful 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 (333-4636). The federal agencies listed 

below respond to consumer complaints and inquiries.

Commission on Civil Rights

624 9th St., NW

Washington, DC 20743

202-376-8513 

202-376-8110 (Publications)

Toll free: 1-800-552-6843

TTY: 202-376-8116 (Nationwide Complaint Referral)

www.usccr.gov

Consumer Product Safety Commission (CPSC)

4330 East West Hwy.

Bethesda, MD 20814

Toll free: 1-800-638-2772 (CPSC Hotline; 8:30 am - 

5:00 pm ET)

TTY: 1-800-638-8270

Fax: 301-504-0124

E-mail: info@cpsc.gov

www.cpsc.gov (Product Recalls)

www.recalls.gov (Government Recalls)

CPSC is charged with protecting the public from 

unreasonable risks of serious injury or death from 

more than 15,000 types of consumer products 

including: toys and nursery equipment, appliances, 

sports, yard and playground equipment, furniture, 

clothing, computers, and fireworks. CPSC announces 

more than 300 product recalls every year.

Department of Agriculture (USDA)

Animal and Plant Health Inspection Service

Legislative and Public Affairs

1400 Independence Ave., SW

Room 1147 South Building

Washington, DC 20250

202-720-2511

E-mail: webmaster@aphis.usda.gov

www.aphis.usda.gov

Center for Nutrition Policy and Promotion

Food, Nutrition and Consumer Services

3101 Park Center Dr., 10th Floor

Alexandria, VA 22302-1594

703-305-7600

Fax: 703-305-3300

www.cnpp.usda.gov

www.mypyramid.gov, (MyPyramid)

Food and Nutrition Service

Food, Nutrition and Consumer Services

3101 Park Center Drive, Room 926

Alexandria, VA 22302

703-305-2281

E-mail: webmaster@fns.usda.gov

www.fns.usda.gov

Information Response Team

1400 Independence Ave., SW

Washington, DC 20250

202-720-2791

www.usda.gov

Meat & Poultry Hotline

Food Safety and Inspection Service

Toll free: 1-888-674-6854 (10 am-4 pm ET, English/

Spanish)

TTY: 1-800-256-7072

E-mail: mphotline.fsis@usda.gov

www.fsis.usda.gov

National Institute of Food and Agriculture

1400 Independence Ave., SW

Mail Stop 2215

Washington, DC 20250-2215

202-720-7947

Fax: 202-690-3162

www.nifa.usda.gov

www.extension.org

To find your local NIFA office, consult the county 

government lists in your local telephone directory.
Provided financial support for the publication 

of the Consumer Action Handbook.

Federal Agencies

103

Department of Commerce

Bureau of the Census

4600 Silver Hill Rd.

Washington, DC 20233

301-763-4636

Toll free: 1-800-923-8282

TTY: 1-800-877-8339

www.census.gov

Weights and Measures Division

National Institute of Standards and Technology

100 Bureau Drive, Stop 2600

Gaithersburg, MD 20899-2600

301-975-4004

Fax: 301-975-8091

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 - Room 10837

Silver Spring, MD 20910

301-713-2355

Toll free: 1-800-422-2750

Fax: 301-713-1081

E-mail: NMFS.Seafood.Services@noaa.gov

www.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, such as U.S. Grade A, 

Processed Under Federal Inspection (PUFI) and Lot 

Inspection.

United States Patent and Trademark Office

Office of the General Counsel

U.S. Patent and Trademark Office

PO Box 15667

Arlington, VA 22215

Toll free: 1-800-786-9199

TTY: 571-272-9950

Fax: 703-872-9306

E-mail: TrademarkAssistanceCenter@uspto.gov

www.uspto.gov

Trademarks: Commissioner for Trademarks

Attention MPU

PO Box 1451

Alexandria, VA 22313-1451

E-mail: TrademarkAssistanceCenter@uspto.gov

Patents: Commissioner for Patents

PO Box 1450

Alexandria, VA 22313-1450

E-mail: usptoinfo@uspto.gov

Department of Defense

National Committee for Employer Support of 

the Guard and Reserve

1555 Wilson Blvd., Suite 200

Arlington, VA 22209-2405

703-696-1386

Toll free: 1-800-336-4590 (Outside DC)

Fax: 703-696-1409

www.esgr.com

This office provides assistance with employer/

employee problems for members of the Guard and 

Reserve and their employers.

Department of Education

The Education Publications Center (EDPUBS)

8242 Sandy Court

PO Box 1398

Jessup, MD 20794-1398

Toll free: 1-877-433-7827 (in Spanish)

TTY: 1-877-576-7734 

Fax: 301-470-1244

E-mail: edpubs@inet.ed.gov

www.edpubs.ed.gov

This office helps consumers identify and order free 

publications and resources from the U.S. Department 

of Education.

Educational Resources Information Center 

(ERIC)

Toll free: 1-800-538-3742

E-mail: support@eric.com

www.eric.ed.gov

Use this phone number to find out about the 

Educational Resources Information Center (ERIC) and 

the world’s largest database of educational materials. 

Federal Resources for Educational Excellence

400 Maryland Ave., SW

Washington, DC 20202-2800

Toll free: 1-800-872-5327

TTY: 1-800-437-0833

Fax: 202-401-0689

www.free.ed.gov
Provided financial support for the publication 

of the Consumer Action Handbook.

Federal Agencies

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

104

No Child Left Behind

Toll free: 1-888-814-6252

TTY: 1-800-437-0833

Fax: 202-401-0689

E-mail: NoChildLeftBehind@ed.gov

No Child Left Behind is an initiative to ensure that all 

children receive a high quality education and requires 

greater accountability for that success by individual 

schools and school districts.

National Library of Education

400 Maryland Ave., SW

BE-101

Washington, DC 20202

202-205-5015 

Toll free: 1-800-424-1616

TTY: 202-205-7561

E-mail: library@ed.gov

www.ed.gov/NLE/index.html

The National Library of Education (NLE) serves as the 

primary resource center for education information, 

providing collections and information services to the 

public on the programs, activities and publications of 

the U.S. Department of Education..

EDInfo Electronic Newsletter

www.ed.gov/news/newsletters/edinfo/index.

html?src=ln

This newsletter provides weekley email messages that 

describe federal teaching and learning resources and 

Department of Education funding opportunities.

Office of Intergovernmental and Interagency 

Affairs (OIIA)

400 Maryland Ave., SW

Washington, DC 20202-0498

202-401-2000 

Toll free: 1-800-872-5327

TTY: 1-800-437-0833

E-mail: education@custhelp.com

www.ed.gov/about/offices/list/oiia/irc.html

The OIIA provides accurate education information 

and offers guidance in accessing education 

resources.

Office of Special Education and Rehabilitative 

Services (OSERS)

400 Maryland Ave., SW

Washington, DC 20202-2800

202-245-7488

Toll free: 1-866-889-6737

TTY: 202-205-4208

Fax: 202-245-7591

www.ed.gov/about/offices/list/osers/index.html

Federal Student Aid Information Center

319-337-5665 

Toll free: 1-800-433-3243 

TTY: 1-800-730-8913 Spanish speakers are available

Fax: 202-708-7970

E-mail: OPE_SFA@ed.gov

www.ed.gov/finaid/landing.jhtml?src=ln

www.studentaid.ed.gov (For Students)

www.ifap.ed.gov, (For Financial Aid Professionals)

www.dl.ed.gov, (For Information about Direct Loans)

The Center provides federal student aid resources 

for teachers, parents, students, administrators and 

others. They provide comprehensive information on 

federal student aid programs, including a Financial 

Aid and Scholarship Wizard, college savings 

calculator, and a career finder.

Office for Civil Rights (OCR)

202-245-6800

Toll free: 1-800-421-3481

TTY: 1-877-521-2172

E-mail: ocr@ed.gov

www.ed.gov/about/offices/list/ocr

Office of the Inspector General

400 Maryland Ave., SW

Washington, DC 20202-1500

Toll free: 1-800-647-8733 

E-mail: oighotline@ed.gov 

www.ed.gov/about/offices/list/oig/hotline.html

Department of Energy

Public Affairs

Department of Energy

1000 Independence Ave., SW

Washington, DC 20585

202-586-5575

Toll free: 1-800-342-5363

Fax: 202-586-9987

www.doe.gov

Energy Efficiency and Renewable Energy 

(EERE)

Office of the Assistant Secretary

Mail Stop EE-1

Department of Energy

Washington, DC 20585

202-586-9220

202-586-0303

Toll free: 1-877-337-3463

E-mail: eereic@ee.doe.gov

www.eere.energy.gov/consumer

Department of Education, continued
Provided financial support for the publication 

of the Consumer Action Handbook.

Federal Agencies

105

Department of Health and Human Services 

(HHS)

HHS-TIPS Fraud Hotline

Office of Inspector General

Attn: HOTLINE

PO Box 23489

Washington, DC 20026

Toll free: 1-800-447-8477

TTY: 1-800-377-4950

Fax: 1-800-223-8164 

E-mail: HHSTips@oig.hhs.gov

www.oig.hhs.gov

Office for Civil Rights (OCR)

Filing Complaints with OCR

200 Independence Ave., SW

Room 509F, HHH Building

Washington, DC 20201

Toll free: 1-800-368-1019

TTY: 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, Room 738-H

Washington, DC 20201-0004

202-690-9000

Fax: 202-690-5211

E-mail: fitness@hhs.gov

www.fitness.gov

Administration for Children & Families (ACF)

370 L’Enfant Promenade, SW

Washington, DC 20201

www.acf.hhs.gov

ACF is responsible for federal programs that promote 

the economic and social well-being of families, 

children, individuals, and communities. ACF’s 

programs are designed to help children develop 

into healthy adults and communities become more 

prosperous and supportive of their members.

Child Welfare Information Gateway

Administration for Children & Families (ACF)

1250 Mayland Ave., SW, 8th Floor

Washington, DC 20024

703-385-7565

Toll free: 1-800-394-3366

Fax: 703-385-3206

E-mail: info@childwelfare.gov

www.childwelfare.gov

National Runaway Switchboard

Administration for Children & Families (ACF)

3080 N. Lincoln Ave.

Chicago, IL 60657

773-880-9860

Toll free: 1-800-786-2929 (24hrs./7 days a week)

E-mail: info@nrscrisisline.org

www.1800runaway.org

Office of Child Support Enforcement

Administration for Children & Families (ACF)

370 L’Enfant Promenade, SW

Washington, DC 20447

202-401-9373

www.acf.hhs.gov/programs/cse/

Administration on Aging (AoA)

Washington, DC 20201

202-619-0724

Fax: 202-357-3555

E-mail: aoainfo@aoa.hhs.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, and organizations about the valuable 

contributions that older Americans make to the nation.

AoA also alerts others to the needs of vulnerable older 

people. Through information, 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.

Eldercare Locator

Administration on Aging (AoA)

301-419-3900 (Ask for the Eldercare Locator line)

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

TTY: 1-800-677-1116 

E-mail: eldercarelocator@infospherix.com

www.eldercare.gov

The Eldercare Locator is a free national service of 

the Administration on Aging that provides an instant 

connection to resources that enable older persons 

to live independently in their communities and offers 

support for caregivers. The National Association 

of Area Agencies on Aging (n4a) administers the 

Eldercare Locator in partnership with the National 

Association of State Units on Aging (NASUA).

Centers for Disease Control and Prevention 

(CDC)

1600 Clifton Rd.

Atlanta, GA 30333

Toll free: 1-800-232-4636

TTY: 1-888-232-6348

E-mail: cdcinfo@cdc.gov

www.cdc.gov

www.cdc.gov/spanish (in Spanish)
Provided financial support for the publication 

of the Consumer Action Handbook.

Federal Agencies

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

106

CDC National STD Hotline

Centers for Disease Control and Prevention (CDC)

Toll free: 1-800-232-4636 (24 hrs. in English and 

Spanish)

TTY: 1-888-232-6348 (in English and Spanish)

www.cdc.gov/std

www.cdc.gov/std/Spanish/default.htm (in Spanish)

HIV/AIDS Prevention

Centers for Disease Control and Prevention (CDC)

Toll free: 1-800-232-4636

TTY: 1-888-232-6348

E-mail: cdcinfo@cdc.gov

www.cdc.gov/hiv

Centers for Medicare & Medicaid Services 

(CMS)

Office of External Affairs

7500 Security Blvd.

Baltimore, MD 21244-1850

Toll free: 1-800-633-4227

Toll free: 1-800-447-8477 (Medicare fraud hotline)

TTY: 1-866-226-1819 

www.medicare.gov

www.stopmedicarefraud.gov

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, 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.

Food and Drug Administration (FDA)

10903 New Hampshire Ave.

Silver Spring, MD 20993

Toll free: 1-888-463-6332

www.fda.gov

Center for Food Safety and Applied Nutrition 

Information Line

Food and Drug Administration (FDA)

Outreach and Information Center

5100 Paint Branch Pkwy. HFS-009

College Park, MD 20740

Toll free: 1-888-723-3366 (M-F; 10 am-4 pm ET)

www.fda.gov/Food

National Institutes of Health (NIH)

9000 Rockville Pike

Bethesda, MD 20892

301-496-4000

TTY: 301-402-9612

E-mail: NIHinfo@od.nih.gov

www.nih.gov

www.salud.nih.gov (in Spanish)

The National Institutes of Health (NIH) is the primary 

Federal agency for conducting and supporting 

medical research.

AIDSinfo

National Institutes of Health (NIH)

PO Box 6303

Rockville, MD 20849-6303

301-519-0459 (Outside the U.S.)

Toll free: 1-800-HIV-0440 (English/Spanish 12 pm5pm)

TTY: 1-888-480-3739 

Fax: 301-519-6616

E-mail: ContactUs@aidsinfo.nih.gov

www.aidsinfo.nih.gov

www.aidsinfo.nih.gov/infoSIDA (in Spanish)

www.aidsinfo.nih.gov/LiveHelp/, (Live help M-F, 12 

pm-4 pm ET. Spanish-speaking agents available) 

National Cancer Institute (NCI)

National Institutes of Health (NIH)

NCI Public Inquiries Office

6116 Executive Blvd., Room 3036A

Bethesda, MD 20892-8322

Toll free: 1-800-422-6237 (M-F, 9 am-4:30 pm ET, 

English/Spanish)

TTY: 1-800-332-8615 

E-mail: cancergovstaff@mail.nih.gov; nciespanol@

mail.nih.gov (in Spanish)

www.cancer.gov

www.cancer.gov/espanol (Spanish website)

https://cissecure.nci.nih/livehelp/welcome.asp 

(Live help online chat, M-F 9 am-11pm ET)

National Institute of Mental Health (NIMH)

National Institutes of Health (NIH)

6001 Executive Blvd.

Room 8184, MSC 9663

Bethesda, MD 20892-9663

301-443-4513

Toll free: 1-866-615-6464

TTY: 301-443-8431, 1-866-415-8051 

Fax: 301-443-4279

E-mail: nimhinfo@nih.gov

www.nimh.nih.gov

NIMH conducts and supports research that seeks to 

understand, treat, and prevent mental illness. Contact

Department of Health and Human Services, continued
Provided financial support for the publication 

of the Consumer Action Handbook.

Federal Agencies

107

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.

National Health Information Center

PO Box 1133

Washington, DC 20013-1133

301-565-4167

Toll free: 1-800-336-4797 (English and Spanish)

Fax: 301-984-4256

E-mail: info@nhic.org

www.health.gov/nhic

www.healthfinder.gov

www.healthfinder.gov/espanol (in Spanish)

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.

Department of Homeland Security

Washington, DC 20528

202-282-8000

www.dhs.gov

Bureau of Citizenship and Immigration 

Services (USCIS)

District Director

U.S. Citizenship and Immigration Services

PO Box 9000

Brownsville, TX 78520

Toll free: 1-800-375-5283 (Customer Service Center)

TTY: 1-800-767-1833

www.uscis.gov

The USCIS is responsible for processing immigration 

and naturalization applications and establishing 

policies regarding immigration services.

Federal Emergency Management Agency 

(FEMA)

500 C St., SW

Washington, DC 20472

202-646-2500

Toll free: 1-800-621-3362

TTY: 1-800-462-7585 

www.fema.gov

National Flood Insurance Program

FEMA

500 C St., SW

Washington, DC 20472

202-646-2780

Toll free: 1-800-621-3362

TTY: 1-800-427-5593 

Fax: 202-646-2531

E-mail: floodsmart@dhs.gov

www.floodsmart.gov

FEMA Disaster Assistance

PO Box 10055

Hyattsville, MD 20782-7055

Toll free: 1-800-621-3362

TTY: 1-800-462-7585

Fax: 1-800-827-8112 

E-mail: FEMA-Correspondence-Unit@dhs.gov

www.fema.gov/assistance/index.shtm

Ready Campaign

500 C St., SW

Washington, DC 20528

202-282-8010

Toll free: 1-888-735-4786 (in Spanish)

TTY: 202-447-3543

E-mail: ready@dhs.gov

www.ready.gov

www.listo.gov (in Spanish)

Ready is a program designed to educate and 

empower Americans to prepare for and respond 

to emergencies including natural and man-made 

disasters.

Transportation Security Administration (TSA)

601 South 12th St.

Arlington, VA 22202-4220

Toll free: 1-866-289-9673

E-mail: TSA-ContactCenter@dhs.gov

www.tsa.gov

The TSA can assist you with questions or concerns 

about travel tips, permitted and prohibited items, 

and information on filing a claim for items that were 

damaged or lost during a TSA screening.

U.S. Customs and Border Protection

1300 Pennsylvania Ave., NW

Washington, DC 20229

202-354-1000

Toll free: 1-877-227-5511

TTY: 1-866-880-6582

Fax: 202-927-1380

www.cbp.gov

United States Coast Guard

Coast Guard Headquarters

2100 Second St., SW

Washington, DC 20593

Toll free: 1-800-424-8802 (To report chemical and oil 

spills)

www.uscgboating.org (Boat Safety Tips)

www.nrc.uscg.mil (For Information about Chemical 

or Oil Spills)

Department of Health and Human Services, continued
Provided financial support for the publication 

of the Consumer Action Handbook.

Federal Agencies

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

108

Office of Manufactured Housing Program

Office of Deputy Assistant Secretary for Regulatory 

Affairs and Manufactured Housing

451 Seventh St., SW, Room 9164

Washington, DC 20410-8000

202-708-1112

Toll free: 1-800-927-2891

TTY: 202-708-1455

Fax: 202-708-4213

E-mail: mhs@hud.gov

www.hud.gov/offices/hsg/sfh/mhs/mhshome.cfm 

(Manufactured Housing)

www.hud.gov/offices/hsg/sfh/mps/mpshome.cfm 

(Minimum Property Standards)

The Manufactured Housing Program regulates the 

construction of certain factory-built housing units 

called “manufactured 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, Room 7164

Washington, DC 20410

202-708-2685

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

Fax: 202-708-1744

www.hud.gov

www.hud.gov/offices/cpd/affordablehousing/

index.cfm

Office of Fair Housing and Equal Opportunity

451 7th St., SW - Room 5204

Washington, DC 20410-2000

202-708-4252

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

TTY: 1-800-927-9275 

Fax: 202-708-4483

E-mail: http://www.hud.gov/offices/fheo/onlinecomplaint.cfm (online form)

www.hud.gov/complaints/housediscrim.cfm

www.hud.gov/offices/fheo/

United States Fire Administration

National Emergency Training Center (NETC)

16825 South Seton Ave.

Emmitsburg, MD 21727

301-447-1117 (National Fire Academy)

301-447-1286 (Emergency Management Institute)

Toll free: 1-800-238-3358

www.usfa.dhs.gov

Department of Housing and Urban 

Development

Federal Housing Administration

451 7th St., SW

Washington, DC 20410

Toll free: 1-800-225-5342

TTY: 202-708-1455

E-mail: info@fhaoutreach.com

portal.hud.gov

FHA provides mortgage insurance on single-family, 

multifamily, manufactured home, and hospital loans 

made by FHA-approved lenders throughout the United 

States and its territories.

Home Improvement Branch

451 Seventh St., SW, Room 9272

Washington, DC 20410

202-708-2121

TTY: 202-708-1455

Fax: 202-708-4308

www.hud.gov/improvements

Single Family Housing Program Development

Home Mortgage Insurance Division

451 Seventh St., SW, Room 9266

Washington, DC 20410

202-708-2121

Fax: 202-708-4308

www.hud.gov/offices/hsg/sfh/ins/singlefamily.cfm

Inspector General’s Fraud Hotline

HUD OIG Hotline

451 7th St., SW

Washington, DC 20410

202-708-1112

Toll free: 1-800-347-3735 

TTY: 202-708-1455

Fax: 202-708-4829

E-mail: hotline@hudoig.gov

www.hud.gov/offices/oig/hotline

The Office of the Inspector General (OIG) accepts 

reports of fraud, waste, abuse, and serious 

mismanagement in HUD-funded programs and 

operations.

Department of Homeland Security, continued
Provided financial support for the publication 

of the Consumer Action Handbook.

Federal Agencies

109

Office of RESPA and Interstate Land Sales

Office of the Deputy Assistant Secretary for 

Regulatory Affairs and Manufactured Housing

451 7th St., SW, Room 9154

Washington, DC 20410

202-708-0502

Toll free: 1-800-225-5342

TTY: 202-708-1455

Fax: 202-708-4559

E-mail: hsg-respa@hud.gov

www.hud.gov/offices/hsg/sfh/res/respa_hm.cfm

(RESPA)

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

(Interstate Land Sales)

The 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.

Department of the Interior

Bureau of Reclamation

1849 C St., NW

Mail Code 92-00000

Washington, DC 20240

202-513-0535 (Public Affairs routes all calls from here)

www.usbr.gov

Minerals Management Service

1849 C St. NW

Washington, DC 20240

202-208-3985 (Public Affairs)

Fax: 202-208-3968

www.mms.gov

Bureau of Indian Affairs

1849 C St., NW, Room 4542

Washington, DC 20240

202-208-3710 (Public Affairs routes all calls from here)

www.bia.gov

The BIA provides services that enhance the quality of 

life, promote economic opportunity, and protect and 

improve the trust assets of American Indians, Indian 

tribes, and Alaska Natives.

Bureau of Land Management

1849 C St., NW, Room 406-LS

Washington, DC 20240

202-452-5125 (Public Affairs routes all calls from here)

Fax: 202-452-5124

www.blm.gov/wo/st/en/prog/Recreation.1.html

www.blm.gov/wo/st/en/prog/blm_special_areas/

NLCS.3.html

The BLM’s mission is to sustain the health and 

productivity of the public lands for the use and 

enjoyment of present and future generations.

Fish and Wildlife Service

1849 C St., NW

MS 3351

Washington, DC 20240

202-208-5634 (Public Affairs routes all calls from here)

Toll free: 1-800-344-9453

www.fws.gov

Geological Survey

12201 Sunrise Valley Dr.

Reston, VA 20192

703-648-4460 (Public Affairs)

703-358-1729

Toll free: 1-888-275-8747

Fax: (703)358-2251

www.usgs.gov

National Park Service

1849 C St. NW

Room 7012

Washington, DC 20240

202-208-6843 (Public Affairs routes all calls from here)

www.nps.gov

Department of Justice

Americans with Disabilities Act (ADA) 

Information Line

Civil Rights Division

950 Pennsylvania Ave., NW

Disability Rights Section--NYAV

Washington, DC 20530

Toll free: 1-800-514-0301

TTY: 1-800-514-0383

www.ada.gov

Drug Enforcement Administration (DEA)

8701 Morrisette Dr.

Springfield, VA 22152

202-307-1000

www.dea.gov

Department of Labor

Office of Disability Employment Policy

U.S. Department of Labor

200 Constitution Ave., NW, Room S1303

Washington, DC 20210

202-693-7880

Toll free: 1-866-633-7365

TTY: 1-877-889-5627

Fax: 202-693-7888

www.dol.gov/odep

Department of Housing and Urban Development, continued
Provided financial support for the publication 

of the Consumer Action Handbook.

Federal Agencies

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

110

U.S. Department of Labor National Contact 

Center

Toll free: 1-866-487-2365

TTY: 1-877-889-5627 

www.dol.gov

Employee Benefits Security Administration

Office of Participant Assistance

Department of Labor, Room N5623

200 Constitution Ave., NW

Washington, DC 20210

Toll free: 1-866-444-3272

TTY: 1-877-889-5627

www.dol.gov/ebsa

The Employmee Benefits Security Administration 

provides information and assistance on private 

sector, employer-sponsored retirement benefit and 

health benefit plans.

Employment and Training Administration

Office of Outreach

Department of Labor, Room N4643

200 Constitution Ave., NW

Washington, DC 20210

Toll free: 1-877-872-5627

TTY: 1-877-889-5627

Fax: 202-693-2726

www.doleta.gov

The Employment and Training Administration 

manages federal government job training and worker 

dislocation programs, dispenses federal grants to 

states for public employment service programs, and 

administers unemployment insurance benefits. These 

services are primarily provided through state and 

local workforce development systems.

Job Corps

200 Constitution Ave., NW

Suite N4463

Washington, DC 20210

202-693-3000

Toll free: 1-800-733-5627

Email: national_office@jobcorps.gov

www.jobcorps.gov

Job Corps is a no-cost education and vocational 

training program that helps young people (ages 

16 to 24) improve the quality of their lives through 

vocational and academic training.

Occupational Safety and Health 

Administration (OSHA)

Department of Labor

200 Constitution Ave., NW

Washington, DC 20210

Toll free: 1-800-321-6742

TTY: 1-877-889-5627 

www.osha.gov

Veteran’s Employment and Training Service

Department of Labor, Room S1325

200 Constitution Ave., NW

Washington, DC 20210

Toll free: 1-866-487-2365

TTY: 1-877-889-5627 

www.dol.gov/vets

Department of State

Overseas Citizens Services

Washington, DC 20520

202-647-5225 (Emergencies and Non-emergencies, 

Mon.-Fri., 8:15 am-10 pm EST)

202-647-4000 (After hours emergencies, Sundays, and 

holidays ask for the duty officer)

Toll free: 1-888-407-4747

www.travel.state.gov/about/info/info_308.html

Contact the State Department for help with 

emergencies and non-emergencies affecting private 

Americans abroad.

National Passport Information Center

Passport Services

Toll free: 1-877-487-2778

TTY: 1-888-874-7793

www.travel.state.gov/passport

Contact the National Passport Information Center for 

information on U.S. passports, including the status of 

pending applications, as well as the locations of the 

over 9,000 passport acceptance facilities.

Visa Services

Washington, DC 20520

202-663-1225 (8:30 am - 5:00 pm, EST M-F)

Emergency after hours: 202-647-1512

Fax: 202-663-3897

E-mail: usvisa@state.gov

www.travel.state.gov/visa

Contact Visa Services for information on U.S. visas for 

foreigners.

Department of Transportation (DOT)

Federal Motor Carrier Safety Administration

1200 New Jersey Ave., SE

Suite W60-300

Washington, DC 20590

202-366-2519

Toll free: 1-800-832-5660

TTY: 1-800-877-8339 

www.fmcsa.dot.gov

www.fmcsa.dot.gov/factsfigs/moving.htm (Moving 

Rights)

www.protectyourmove.gov (Interstate Moving 

Information)

Department of Labor, continued
Provided financial support for the publication 

of the Consumer Action Handbook.

Federal Agencies

111

The Federal Motor Carrier Safety Administration 

provides information about your rights when moving 

across state lines (interstate moves). Consumers 

should submit household goods commercial 

complaints or dangerous safety violations involving a 

commercial truck or bus to this agency.

Federal Aviation Administration

Consumer Hotline, AOA-20

800 Independence Ave., SW

Washington, DC 20591

202-366-4000

Toll free: 1-866-835-5322

www.faa.gov

Aviation Consumer Protection Division

Office of Aviation Enforcement & Proceedings

1200 New Jersey Ave., SE

Washington, DC 20590

202-366-2220 (Airline Service Complaints)

Toll free: 1-800-778-4838 (Air travelers with disabilities 

hotline)

TTY: 202-366-0511; Toll free:1-800-455-9880

E-mail: airconsumer@dot.gov

airconsumer.ost.dot.gov

airconsumer.ost.dot.gov/spanish (in Spanish)

Contact AIR Consumer Protection Division with airline 

service complaints.

Federal Railroad Administration

Office of Safety

1200 New Jersey Ave., SE

Mailstop 25

Washington, DC 20590

202-493-6300

Fax: 202-493-6309

www.fra.dot.gov

National Highway Traffic Safety 

Administration (NHTSA)

1200 New Jersey Ave., SE

West Building

Washington, DC 20590

Toll free: 1-888-327-4236 (Vehicle Safety Hotline)

TTY: 1-800-424-9153

E-mail: https://www.nhtsa.dot.gov/email.cfm (e-mail 

form)

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.

Department of the Treasury 

Bureau of Engraving and Printing

Office of External Relations

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

Washington, DC 20228

202-874-8888

Toll free: 877-874-4114

Fax: 202-874-3177

www.moneyfactory.gov

Bureau of the Public Debt

Treasury Direct

PO Box 7015

Parkersburg, WV 26106-7015

Toll free: 1-800-722-2678

www.publicdebt.treas.gov

Comptroller of the Currency

Customer Assistance Group

1301 McKinney St., Suite 3450

Houston, TX 77010

Toll free: 1-800-613-6743

TTY: 713-658-0340

Fax: 713-336-4301

www.helpwithmybank.gov

Internal Revenue Service (IRS)

Toll free: 1-800-829-1040 (Help for Individuals)

Toll free: 1-800-829-4933 (Help for Businesses)

Toll free: 1-800-829-1954 (Refund Status)

TTY: 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.To get an EIN by fax or 

mail, download Form SS-4, Application for Employer 

ID Number, from www.irs.gov or order a copy from 

1-800-829-3676. To get an EIN by phone, call tollfree 

1-866-816-2065 Monday through Friday between 7:00 

am and 10:00 pm.

Department of Transporation, continued
Provided financial support for the publication 

of the Consumer Action Handbook.

Federal Agencies

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

112

Office of Thrift Supervision

Consumer Response Center

1700 G St., NW

Washington, DC 20552

Toll free: 1-800-842-6929

TTY: 1-800-877-8339

Fax: 202-906-7342

www.ots.treas.gov

The Office of Thrift Supervision handles complaints 

about federal savings and loans and federal savings 

banks.

United States Mint

Customer Service Center

2799 Reeves Rd.

Plainfield, IN 46168

Toll free: 1-800-872-6468

TTY: 1-888-321-6468

www.usmint.gov

Department of Veterans Affairs (VA)

1722 I St. N.W.

Washington , DC 20421

Toll free: 1-800-827-1000

TTY: 1-800-829-4833

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

202-461-7402

Fax: 202-273-5716

www.va.gov

Contact Consumer Affairs Service for consumer 

information or general assistance.

National Cemetery Administration

810 Vermont Ave., NW

Washington, DC 20420

202-461-6240

Fax: 202-273-6698

Contact the National Cemetery 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

202-461-9763 (Publications Only)

Toll free: 1-800-827-1000

www.vba.va.gov/VBA/

Veterans Health Administration

810 Vermont Ave., NW

Washington, DC 20420

Toll free: 1-877-222-8387

Fax: 202-273-9609

www.va.gov/health (Veteran health resources)

Environmental Protection Agency (EPA)

Energy Star Program

1200 Pennsylvania Ave., NW

Room 6202J

Washington, DC 20460

703-412-3086

Toll free: 1-888-782-7937

E-mail: hotline@energystar.gov

www.energystar.gov

The ENERGY STAR label is awarded to products for 

the home and office that are highly energy-efficient.

The program encourages the use of energy-efficient 

products that both protect the environment and save 

consumers money.

Indoor Air Quality Information Clearinghouse 

(IAQ INFO)

PO Box 37133

Washington, DC 20013-7133

703-356-4020

Toll free: 1-800-438-4318

Fax: 703-356-5386

E-mail: IAQINFO@aol.com

www.epa.gov/iaq/iaqxline.html

This agency is a central source of information on 

indoor air quality. It is responsible for implementing 

the Indoor Environments Program, a voluntary (nonregulatory) program to address indoor air pollution.

Inspector General’s Fraud, Waste and Abuse 

Hotline

1200 Pennsylvania Ave., NW, (2410T)

Washington, DC 20460

202-566-2391

Toll free: 1-888-546-8740 (Fraud, Waste and Abuse 

Hotline)

Fax: 202-566-2549

E-mail: webcomments.oig@epa.gov

www.epa.gov/oig/ombudsman-hotline.htm

EPA’s Hotline Coordinator receives, reviews, and 

processes complaints and allegations about agency 

waste and abuse.

Department of the Treasury, continued
Provided financial support for the publication 

of the Consumer Action Handbook.

Federal Agencies

113

National Pesticide Information Center

Oregon State University

333 Weniger Hall

Corvalis, OR 97331-6502

Toll free: 1-800-858-7378 

Fax: 541-737-0761

E-mail: npic@ace.orst.edu

npic.orst.edu

A service that provides objective, science-based 

information about a wide variety of pesticide-related 

subjects, including: pesticide products, recognition 

and management of pesticide poisonings, toxicology, 

environmental 

chemistry.

Waste and Waste Reduction

U.S. EPA Office of Solid Waste (5305P)

1200 Pennsylvania Ave., NW

Washington, DC 20460

www.epa.gov/osw

Safe Drinking Water Hotline

Office of Ground Water and Drinking Water

Safe Drinking Water Hotline, 4606M

1200 Pennsylvania Ave., N.W.,

Washington, DC 20460.

703-412-3330

Toll free: 1-800-426-4791

www.epa.gov/safewater/hotline

The Office of Ground Water and Drinking Water helps 

protect public health by ensuring safe drinking water 

and protecting ground water. This office oversees 

implementation of the Safe Drinking Water Act, which 

is the national law safeguarding tap water in America.

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 

(EEOC)

Office of Communications and Legislative 

Affairs

131 M St., NE

Washington, DC 20507

202-663-4900

Toll free: 1-800-669-4000

TTY: 1-800-669-6820 or 202-663-4494

Fax: 202-663-4912

E-mail: info@eeoc.gov

www.eeoc.gov

Federal Communications Commission (FCC)

Consumer Center

Consumer & Governmental Affairs Bureau (CGB)

445 12th St., SW

Washington, DC 20554

Toll free: 1-888-225-5322

TTY: 1-888-835-5322

Fax: 1-866-418-0232

E-mail: fccinfo@fcc.gov

www.fcc.gov/cgb

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

Consumer Response Center

2345 Grand Blvd., Ste 100

Kansas City, MO 64108

Toll free: 1-877-275-3342

TTY: 1-800-925-4618 

Fax: 703-812-1020

www.fdic.gov

https://www2.fdic.gov/STARSMAIL/index.asp

(Online Consumer Assistance Form)

FDIC responds to questions about federal deposit 

insurance coverage and handles complaints and 

inquiries about FDIC-insured state banks which are 

not members of the Federal Reserve System.

Federal Maritime Commission (FMC)

Office of Consumer Affairs & Dispute Resolution 

Service

800 North Capitol St., NW

Washington, DC 20573

202-523-5807

Fax: 202 275-0059

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, ocean transportation 

intermediaries and cruise operators.

Environmental Protection Agency, continued
Provided financial support for the publication 

of the Consumer Action Handbook.

Federal Agencies

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

114

Federal Reserve System

Federal Reserve Consumer Help

PO Box 1200

Minneapolis, MN 55480

Toll free: 1-888-851-1920 (8am-6pm, CT)

TTY: 1-877-766-8533 (8am-6pm, CT)

Fax: 1-877-888-2520 

E-mail: consumerhelp@federalreserve.gov

www.federalreserveconsumerhelp.gov

The Federal Reserve Board has consolidated its 

consumer channels to allow for more efficient 

investigation of complaints about state member 

banks.

Federal Trade Commission (FTC)

Bureau of Consumer Protection

Consumer Response Center

600 Pennsylvania Ave., NW

Washington, DC 20580

Toll free: 1-877-382-4357

TTY: 1-866-653-4261 

www.ftc.gov

www.OnGuardOnline.gov (Online Security Tips)

The FTC works for the consumer to prevent 

fraudulent, deceptive, and unfair business practices 

in the marketplace and to provide information to 

help consumers spot, stop, and avoid them. To file 

a complaint or to get free information on consumer 

issues, visit the website or call the toll-free numbers 

above. The FTC records consumer complaints 

(Internet, telemarketing, identity theft, and other 

fraud-related complaints) into the Consumer Sentinel 

Network, a secure, online database and investigative 

tool available to hundreds of civil and criminal law 

enforcement agencies in the U.S. and abroad.

General Services Administration (GSA)

Federal Citizen Information Center (FCIC)

Federal Citizen Information Center

1800 F St., NW

Room G-142

Washington, DC 20405

202-501-1794

For Catalog Orders: Send your name and address to 

Catalog, Pueblo, CO 81009

Toll free: 1-800-333-4636

Fax: 202-501-4281

www.USA.gov (the U.S. government’s official web 

portal)

www.GobiernoUSA.gov (USA.gov in Spanish)

www.pueblo.gsa.gov (FCIC homepage)

www.ConsumerAction.gov (consumer information 

and tips)

www.consumidor.gov (consumer information in 

Spanish)

www.info.gov (citizen services)

www.kids.gov (government websites for kids)

FCIC publishes the free, quarterly 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 free, timely and useful information to 

citizens. Consumers can get the information they need 

in three ways: through printed publications, by calling 

toll-free 1-800-FED-INFO (333-4636), or by visiting 

www.USA.gov, the U.S. government’s official web 

portal.

Surplus Federal Property Sales

1800 F St., NW

Washington, DC 20405

Toll free: 1-800-488-3111

www.gsa.gov

www.gsaauctions.gov, GSA online auctions

GSA helps federal agencies dispose of unneeded 

property by selling directly to the public. They sell 

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.

National Archives and Records Administration

8601 Adelphi Rd.

College Park, MD 20740-6001

Toll free: 1-866-272-6272

TTY: 301-837-0482

Fax: 301-837-0483

E-mail: inquire@nara.gov

www.archives.gov

NARA helps preserve our nation’s history by 

overseeing the management of all federal records.

National Council on Disability (NCD)

Director of Communications

1331 F St., NW

Suite 850

Washington, DC 20004

202-272-2004

TTY: 202-272-2074

Fax: 202-272-2022

E-mail: ncd@ncd.gov

www.ncd.gov
Provided financial support for the publication 

of the Consumer Action Handbook.

Federal Agencies

115

The National Council on Disability makes 

recommendations to the President and Congress on 

policies affecting Americans with disabilities. NCD 

works to empower individuals with disabilities and 

to promote equal opportunity.

National Credit Union Administration (NCUA)

1775 Duke St.

Alexandria, VA 22314-3428

703-518-6300

Toll free: 1-800-827-9650 (Fraud Hotline)

E-mail: consumerassistance@ncua.gov

www.ncua.gov

NCUA is the federal agency that charters and 

supervises federal credit unions and insures savings 

in federal and most state-chartered credit unions 

across the country through the National Credit Union 

Share Insurance Fund.

National Labor Relations Board

Division of Information

1099 14th St., NW

Washington, DC 20570-0001

202-273-1991

Toll free: 1-866-667-6572

TTY: 1-866-315-6572

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.

Office of Personnel Management (OPM)

1900 E St., NW

Washington, DC 20415

202-606-1800

TTY: 202-606-2532

E-mail: general@opm.gov

www.opm.gov

www.usajobs.gov (Federal employment information)

OPM manages the civil service of the federal 

government, coordinates the recruitment of new 

government employees, and manages their health 

insurance and retirement benefits programs. It also 

provides resources for locating student jobs, summer 

jobs, scholarships, and internships.

Pension Benefit Guaranty Corporation

Customer Contact Center

PO Box 151750

Alexandria, VA 22315-1750

Toll free: 1-800-400-7242

TTY: 1-800-877-8339 (federal relay)

Fax: 202-326-4047 or 202-326-4147

Email: mypension@pbgc.gov

www.pbgc.gov

The Pension Benefit Guaranty Corporation protects 

the retirement incomes of workers in private sector 

defined pension benefit plans. When you call, it helps 

to have your social security number and your plan’s 

name or number.

Railroad Retirement Board

844 North Rush St.

Chicago, IL 60611-2092

312-751-7139

Toll free: 1-877-772-5772 (National Telephone Service)

TTY: 312-751-4701

www.rrb.gov

The Board’s primary function is to administer 

comprehensive retirement-survivor and 

unemployment-sickness benefit programs for the 

nation’s railroad workers and their families.

Securities and Exchange Commission (SEC)

Office of Investor Education and Advocacy 

(OIEA)

100 F St., NE

Washington, DC 20549-0213

202-551-6551

Toll free: 1-800-732-0330

Fax: 202-772-9295

E-mail: help@sec.gov

www.sec.gov/investor.shtml (Investor information)

www.sec.gov/complaint.shtml (Complaint form)

The OIEA provides a variety of services to help 

individuals address the problems and questions they 

may face as an investor. OIEA’s investor website 

above contains an extensive collection of free 

information on investing wisely and avoiding fraud.

Small Business Administration (SBA)

409 3rd St., SW, Suite 7600

Washington, DC 20416

202-205-6740

Toll free: 1-800-827-5722 (Information)

TTY: 704-344-6640

Fax: 202-481-6190

E-mail: answerdesk@sba.gov

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.

National Council on Disability, continued
Provided financial support for the publication 

of the Consumer Action Handbook.

Federal Agencies

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

116

Social Security Administration

Office of Public Inquiries

2555 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)

Department of Transportation

395 E St., SW

Washington, DC 20423-0001

202-245-0245

TTY: 1-800-877-8339

www.stb.dot.gov

The STB resolves railroad rate and service disputes 

and reviews proposed railroad mergers. The 

STB is decisionally independent, although it is 

administratively affiliated with the Department of 

Transportation (DOT).

U.S. Access Board

1331 F St., NW, Suite 1000

Washington, DC 20004-1111

202-272-0080

Toll free: 1-800-872-2253

TTY: 1-800-993-2822

Fax: 202-272-0081

E-mail: info@access-board.gov

www.access-board.gov

U.S. Commodity Futures Trading Commission 

(CFTC)

Office of External Affairs

Lafayette Center

1155 21st St., NW

Washington, DC 20581

202-418-5000

202-418-5080

Fax: 202-418-5525

E-mail: questions@cftc.gov

www.cftc.gov

The CFTC protects 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. The 

CFTC investigates and prosecutes commodities 

fraud, including foreign currency schemes, energy 

manipulation and hedge fund fraud, and works with 

other federal and state agencies to bring criminal and 

other actions.

U.S. Postal Service

Consumer Advocate

475 L’Enfant Plaza, SW

Room 10427

Washington, DC 20260-2200

202-268-2282

Toll free: 1-800-275-8777

TTY: 1-877-889-2457

www.usps.gov

The U.S. Postal Service Consumer Advocate listens to 

the voice of the customer and amplifies the message 

to postal management. Through proactive external 

messaging, the Consumer Advocate also channels 

information from the Postal Service to customers on 

postal policy and procedures and on ways to get the 

most from their post office.

United States Postal Inspection Service

Criminal Investigations Service Center

ATTN: Mail Fraud

222 S. Riverside Plaza, Suite 1250

Chicago, IL 60606-6100

Toll free: 1-877-876-2455

www.postalinspectors.uspis.gov/

If you believe you have been the victim of a crime 

involving the U.S. mail or need assistance with postalrelated problems of a law enforcement nature, you 

should check your phone directory and contact your 

nearest Postal Inspection Service office.

Small Business Administration, continued
Provided financial support for the publication 

of the Consumer Action Handbook.

National Consumer Organizations

117

AARP

601 E St., NW

Washington, DC 20049

Toll free: 1-888-687-2277

TTY: 1-877-434-7598 

www.aarp.org

AARP is committed to addressing 

those consumer problems and 

issues that especially impact the 

financial security of people 50 years 

and older. Through advocacy at the 

federal and state levels, AARP works 

to make the marketplace safer for all 

consumers. AARP also employs a 

variety of strategies to help members 

protect themselves from fraud and 

deceptive practices.

Alliance Against Fraud (AAF)

1701 K St., NW, Suite 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. AAF members 

promote efforts to educate the public 

about telemarketing and Internet 

fraud and how to shop safely by 

phone and online.

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.

American Council on 

Consumer Interests (ACCI)

555 East Wells St., Suite 1100

Milwaukee, WI 53202

414-276-6445

Fax: 414-276-3349

E-mail: info@consumerinterests.org

www.consumerinterests.org

ACCI is the leading consumer 

policy research and education 

organization consisting of a worldwide community of researchers, 

educators and related professionals.

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 

Suite 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. Mail 

it with a stamped self-addressed 

envelope to the address listed.

Center for Science in the 

Public Interest (CSPI)

1875 Connecticut Ave., NW, Suite 

300

Washington, DC 20009

202-332-9110

Fax: 202-265-4954

E-mail: cspi@cspinet.org

www.cspinet.org

A nonprofit, membership 

organization, CSPI conducts 

research, education, and advocacy 

on nutrition, health, food safety and 

related issues, and publishes the 

monthly Nutrition Action Healthletter 

as well as other consumer 

information materials.

The Center for Legal 

Empowerment, Accountability 

and Reform (CLEAR)

1612 K St. NW, Suite 510

Washington, DC 20006

202-887-8255

Toll free: 1-888-367-4258

Fax: 202-887-9699

E-mail: halt@halt.org

www.clearlegal.org

The mission of CLEAR (formerly 

known as HALT)-is to work to 

make the civil justice system more 

accessible and affordable. CLEAR is 

not involved in reforming the criminal 

justice system; nor do they provide 

direct legal services to individuals or 

criminal cases. CLEAR publishes a 

series of free self help legal manuals, 

which is accessible on their website.
Provided financial support for the publication 

of the Consumer Action Handbook.

National Consumer Organizations

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

118

Center for the Study of 

Services

1625 K St., NW, 8th Floor

Washington, DC 20006

Toll free: 1-800-213-7283

Fax: 202-347-4000

E-mail: questions@cssresearch.org

www.cssresearch.org

www.checkbook.org

The Center for the Study of Services 

is an independent, nonprofit 

consumer organization. The 

organization’s purpose is to provide 

consumers with information to help 

them get high quality services and 

products at the best possible prices.

Consumers’ CHECKBOOK evaluates 

the quality and prices of service 

firms and stores.

Coalition Against Insurance 

Fraud

1012 14th St. NW, Suite 200

Washington, DC 20005

202-393-7330

Toll free: 1-800-835-6422

Fax: 202-318-9189

E-mail: info@insurancefraud.org

www.InsuranceFraud.org

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 provides information on how 

to avoid becoming a victim of 

insurance fraud.

Congress Watch

1600 20th St., NW

Washington, DC 20009

202-588-1000

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.

Consumer Action

221 Main St., Suite 480

San Francisco, CA 94105

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

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 Federation of 

America (CFA)

1620 Eye St., Suite 200

Washington, DC 20006

202-387-6121

Fax: 202-265-7989

E-mail: cfa@consumerfed.org

www.consumerfed.org

CFA is a consumer advocacy 

and education organization. It 

currently represents consumer 

interests on issues such as, 

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.

Consumers Union

101 Truman Ave.

Yonkers, NY 10703-1057

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. CU is a comprehensive 

source for unbiased advice about 

products and services, personal 

finance, health and nutrition, and 

other consumer concerns. Since 

1936, their mission has been to test 

products, inform the public, and 

protect consumers. CU’s Advocacy 

Offices provide tools to consumers 

to make their concerns heard by 

government and industry. They 

also testify before Federal and state 

legislative and regulatory bodies, 

petition government agencies, 

emphasizing a national grass roots 

approach on behalf of consumers.

Consumer Policy Institute

914-378-2455

Fax: 914-378-2928

Washington DC Office

1101 17th St. NW, Suite 500

Washington, DC 20036

202-462-6262

Fax: 202-265-9548

Southwest Regional Office

506 West 14th, Suite A

Austin, TX 78701-1643

512-477-4431 

Fax: 512-477-8934

West Coast Regional Office

1535 Mission St.

San Francisco, CA 94103-2512 

415-431-6747 

Fax: 415-431-0906
Provided financial support for the publication 

of the Consumer Action Handbook.

National Consumer Organizations

119

Families USA

1201 New York Ave. NW, Suite 1100

Washington, DC 20005

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 healthcare issues. Families USA 

develops and distributes reports and 

other materials on health and longterm care issues.

The Federation of American 

Consumers and Travelers 

(FACT)

318 Hillsboro Ave.

PO Box 104

Edwardsville, IL 62025

Toll free: 1-800-872-3228

Fax: 618-656-5369

E-mail: cservice@usafact.org

www.usafact.org

FACT is a national not-for-profit 

consumer group that provides 

help to individuals and small 

associations. FACT provides nonbiased and non-partisan weekly 

Eye-on-Washington Reports direct 

from the nation’s capitol, no-stringsattached Disaster Aid, continuing 

education scholarships, community 

and classroom grants, assistance 

for small business owners, travel 

discounts, and a Consumer 

Hotline/Library.

Funeral Consumers Alliance 

(FCA)

33 Patchen Rd.

South Burlington, VT 05403

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.

The local affiliates around the 

country work for better legislation, 

conduct funeral price surveys, and 

counsel members and the general 

public.

Health Research Group (HRG)

1600 20th St., NW

Washington, DC 20009

202-588-1000

E-mail: pcmail@citizen.org

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, Suite 300

Washington, DC 20006

202-466-8604

Toll free: 1-888-453-3822

Fax: 202-223-0321

E-mail: info@jumpstartcoalition.org

www.jumpstart.org

The Coalition’s direct objective is to 

encourage curriculum enrichment 

to ensure that basic personal 

financial management skills are 

attained during the K-16 educational 

experience.

Kids in Danger (KID)

116 W. Illinois St., Suite 5E

Chicago, IL 60654

312-595-0649

Fax: 312-595-0939

Email: email@kidsindanger.org

www.kidsindanger.org

KID is a nonprofit organization 

dedicated to educating parents, 

training engineers, designers, and 

manufacturers, and advocating 

for improvements in the safety of 

children’s products.

The Medicare Rights Center

520 Eighth Ave.

North Wing, 3rd Floor

New York City, NY 10018

212-869-3850

Fax: 212-869-3532

Email: info@medicarerights.org

www.medicarerights.org 

The Medicare Rights Center is a 

national, nonprofit consumer service 

organization that works to ensure 

access to affordable health care 

for older adults and people with 

disabilities through counseling and 

advocacy, educational programs 

and public policy initiatives. Through 

phone hotlines, Internet services, 

large volunteer network and 

community programs they work with 

clients nationwide.

National Assocision of 

Consumer Advocates (NACA)

1730 Rhode Island Ave. NW

Suite 710

Washington, DC 20036

202-452-1989

Fax: 202-452-0099

Email: info@naca.net

www.naca.net

NACA members represent 

consumers victimized by fraudulent, 

abusive and predatory business 

practices. They are actively engaged 

in promoting a fair and open 

marketplace that forcefully protects 

the rights of consumers, particularly 

those of modest means.
Provided financial support for the publication 

of the Consumer Action Handbook.

National Consumer Organizations

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120

National Association 

of Consumer Agency 

Administrators (NACAA)

PO Box 40542

Nashville, TN 37204

615-498-1563

Toll free: 1-866-729-6222

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. The organization is unable 

to address individual consumer 

complaints

National Coalition for 

Consumer Education (NCCE)

1701 K St., NW, Suite 1200

Washington, DC 20006

202-835-3323

Fax: 202-835-0747

www.nclnet.org

NCCE is a coalition coordinated by 

the National Consumers League. It 

develops and provides educational 

materials and resources to consumer 

educators through a network of 

state coordinators. The coalition 

sponsors LifeSmarts, a game-show 

competition open to all teens in the 

9th through 12th grade.

National Community 

Reinvestment Coalition 

(NCRC)

727 15th St., NW, Suite 900

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.

National Consumer Law Center 

(NCLC)

Seven Winthrop Square, 4th Floor

Boston, MA 02111-1245

617-542-8010

Fax: 617-542-8028

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. They concentrate on 

working for fairness in financial 

services, wealth building and 

financial health, a stop to predatory 

lending and consumer fraud, and 

protection of basic energy and utility 

services. Limited resources prevent 

the organization from responding to 

individual inquiries.

The National Consumer 

Protection Technical 

Resource Center

2101 Kimball Ave.

PO Box 388

Waterloo, IA 50704-0388

Toll free: 1-877-808-2468

E-mail: info@smpresource.org

www.smpresource.org

The Center is funded by the U.S.

Administration on Aging to support 

community based Senior Medicare 

Patrol Programs (SMP). The 

SMP projects utilize the skills and 

expertise of retired professionals to 

educate and empower communities 

to take an active role in the detection 

and prevention of healthcare fraud 

and abuse, with a focus on the 

Medicare and Medicaid programs.

National Consumers League 

(NCL)

1701 K St., NW, Suite 1200

Washington, DC 20006

202-835-3323

Fax: 202-835-0747

www.nclnet.org

Founded in 1899, the mission of the 

NCL is to protect and promote social 

and economic justice for 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, healthcare, 

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 

websites.

National Council on the 

Aging (NCOA)

1901 L St., NW 4th Floor

Washington, DC 20036

202-479-1200

Toll free: 1-800-424-9046

TTY: 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.
Provided financial support for the publication 

of the Consumer Action Handbook.

National Consumer Organizations

121

National Fraud Information 

Center/Internet Fraud Watch

1701 K St., NW, Suite 1200

Washington, DC 20006

202-835-3323

Fax: 202-835-0747

www.fraud.org

NFC/IFW assist 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 in 

reporting telemarketing and Internet 

fraud to law enforcement. Spanishspeaking counselors are available.

Public Citizen, Inc.

1600 20th St., NW

Washington, DC 20009

202-588-1000

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 the areas of product 

liability, healthcare delivery, safe 

medical devices and medications, 

open and ethical government, and 

safe and sustainable energy use.

Society of Consumer Affairs 

Professionals (SOCAP)

675 N. Washington St., Suite 200

Alexandria, VA 22314

703-519-3700

Fax: 703-549-4886

E-mail: socap@socap.org

www.socap.org

SOCAP provides training, 

conferences and publications 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

First Floor

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 and environmental 

advocacy groups that address issues 

such as: bank fees, identity theft, 

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.
State, County and City Consumer Protection Offices

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122

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 are familiar with local businesses 

and local ordinances. If there is not a 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. 

In many instances there may be other local consumer and non-profit organizations that provide consumer 

assistance and work with the offices listed here. Be sure to check the website for your state to get more 

information about these local resources.

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. Ask if any information is available regarding your problem.

This list is arranged in alphabetical order by state name. 

Alabama

State Offices

Alabama Office of the Attorney 

General

500 Dexter Ave.

Montgomery, AL 36130

334-242-7335

Toll free: 1-800-392-5658

Fax: 334-242-2433

www.ago.state.al.us

Alaska

State Offices

Alaska Office of the Attorney 

General

Consumer Protection Unit

PO Box 110300

Juneau, AK 99811-0300

907-465-2133

Toll free: 1-888-576-2529

Fax: 907-465-2075

www.law.state.ak.us

Arizona

State Offices

Arizona Office of the Attorney 

General

1275 West Washington St.

Phoenix, AZ 85007

602-542-5025

602-542-5763 (Consumer Information 

and Complaints)

Toll free: 1-800-352-8431

Fax: 602-542-4085

www.azag.gov

Arizona Office of the Attorney 

General

Consumer Information and 

Complaints

Consumer Protection

400 West Congress South Bldg.

Suite 315

Tucson, AZ 85701-1367

520-628-6504

Toll free: 1-800-352-8431

Fax: 520-628-6530

E-mail: consumerinfo@azag.gov

www.azag.gov

Arkansas

State Offices

Arkansas Office of the Attorney 

General

Consumer Protection Division

323 Center St., Suite 200

Little Rock, AR 72201

501-682-2007 (Office of the Attorney 

General Operator)

501-682-2341 (Consumer Hotline)

Toll free: 1-800-482-8982

TTY: 1-800-482-8982 or 501-682-6073

Fax: 501-682-8118

E-mail: oag@arkansasag.gov

www.arkansasag.gov

California

State Offices

California Office of the Attorney 

General

Public Inquiry Unit

PO Box 944255

Sacramento, CA 94244-2550

916-322-3360

Toll free: 1-800-952-5225

Toll free: 1-800-735-2929

Fax: 916-323-5341

E-mail: piu@doj.ca.gov

www.caag.state.ca.us

California Dept. of Consumer 

Affairs

Consumer Information Division

1625 North Market Blvd.

Suite N 112

Sacramento, CA 95834

916- 445-1254

916-322-1700

Toll free: 1-800-952-5210

Toll free: 1-800-326-2297

E-mail: dca@dca.ca.gov

www.dca.ca.gov

Contractors State License Board

9821 Business Park Dr.

Sacramento, CA 95827

916-255-2924 (Northern CA.)

562-345-7600 (Southern CA.)

www.cslb.ca.gov
State, County and City Consumer Protection Offices

123

California Bureau of Automotive 

Repair

Dept. of Consumer Affairs

PO Box 989001

West Sacramento, CA 95798-9001

916-255-4300

916-322-1700

Toll free: 1-800-952-5210

Toll free: 1-800-326-2297

Fax: 916-255-1369

E-mail: BAREditor@dca.ca.gov

www.autorepair.ca.gov

County Offices

Kern County District Attorney’s 

Office

Consumer Protection Unit

Justice Building

1215 Truxtun Ave., 4th Floor

Bakersfield, CA 93301

661-868-2340

Fax: 661-868-2135

E-mail: dacriminal@co.kern.ca.us

www.co.kern.ca.us/da

Solano County Distict Attorney’s 

Office

Consumer and Environmental

Protection Unit

675 Texas St., Suite 4500

Fairfield, CA 94533

707-784-6800

Fax: 707-784-7986

www.co.solano.ca.us/depts/da/

default.asp

Fresno County District Attorney’s 

Office

929 L St.

Fresno, CA 93721

559-488-3836

559-488-3141

E-mail: damail@co.fresno.ca.us

www.co.fresno.ca.us 

Los Angeles County Dept. of 

Consumer Affairs

500 West Temple St., Room B-96

Los Angeles, CA 90012-2722

213-974-1452

Toll free: 1-800-593-8222 (LA County)

213-626-0913

Fax: 213--617-1431

E-mail: dca@dca.lacounty.gov

www.dca.lacounty.gov

Contra Costa County District 

Attorney’s Office

900 Ward St., 4th Floor

Martinez, CA 94553

925-957-2200

925-646-4620

Fax: 925-646-4683

www.co.contra-costa.ca.us

Stanislaus County District 

Attorney’s Office

Consumer Fraud Unit

832 12th St., Suite 300

Modesto, CA 95354

209-525-5550

Fax: 209-525-5545

www.stanislaus-da.org

Monterey County District

Attorney’s Office

Consumer Protection Division

1200 Aguajito Rd., Room 301

Monterey, CA 93940

831-755-5073 (Salinas)

831-647-7770 (Monterey)

831-385-8373 (King City)

Fax: 831-647-7762

www.co.monterey.ca.us

Napa County District Attorney’s 

Office

Consumer/ Environmental Protection 

Division

931 Parkway Mall

Napa, CA 94559

707-253-4211

707-253-4059 (Hotline)

888-314-0107

Fax: 707-253-4041

www.co.napa.ca.us 

San Mateo County District

Attorney’s Office

Consumer & Environmental Unit

400 County Center, 3rd Floor

Redwood City, CA 94063

650-363-4651

650-363-4636

Fax: 650-363-4873

www.co.sanmateo.ca.us

San Diego County District 

Attorney’s Office

Consumer Protection Unit

330 W. Broadway, Suite 750

San Diego, CA 92101

619-531-4040

619-531-3507 (hotline)

Fax: 619-237-1351

www.sdcda.org

San Francisco County District 

Attorney’s Office

Consumer and Environmental 

Protection Unit

732 Brannan St.

San Francisco, CA 94103

415-551-9595 (hotline)

415-553-1751

Fax: 415-551-9504

www.sfdistrictattorney.org

Santa Clara County District 

Attorney’s Office

Consumer Protection Unit

70 West Hedding St.

West Wing, 4th Floor

San Jose, CA 95110

408-792-2880

408-299-7400

Fax: 408-279-8742

E-mail: Consumer Protection@

da.sccgov.org

www.santaclara-da.org

San Luis Obispo County District 

Attorney’s Office

Economic Crime Unit

Consumer Fraud Dept.

County Courthouse Annex

1050 Monterey St., Room 223

San Luis Obispo, CA 93408

805-781-5856

www.slocounty.ca.gov

Marin County District Attorney’s

Office

Consumer Protection Unit

Hall of Justice, Room 130

3501 Civic Center Dr.

San Rafael, CA 94903

415-499-6450

Fax: 415-499-3719

E-mail: consumer@co.marin.ca.us

www.co.marin.ca.us
State, County and City Consumer Protection Offices

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Orange County District Attorney’s 

Office

ConsumerProtection Unit

401 Civic Center Dr. West

Santa Ana, CA 92701

714-648-3600

Fax: 714-648-3636

E-mail: consumercomplaint@

da.ocgov.com

www.orangecountyda.com

Santa Barbara County District 

Attorney’s Office

Consumer Protection Unit

1112 Santa Barbara St.

Santa Barbara, CA 93101

805-568-2390

www.countyofsb.org/da

Santa Cruz County District 

Attorney’s Office

Division of Consumer Affairs

701 Ocean St., Room 200

Santa Cruz, CA 95060

831-454-2050

831-454-2123

Fax: 831-454-2694

E-mail: dao@co.santa-cruz.ca.us

www.co.santa-cruz.ca.us

Ventura County District 

Attorney’s Office

Consumer Mediation Section

800 South Victoria Ave.

Ventura, CA 93009

805-654-3110

da.countyofventura.org/

City Offices

Los Angeles City Attorney’s 

Office

Consumer Protection Unit

200 North Main St., 7th Floor

Los Angeles, CA 90012

213-978-8070

213-978-8310

Fax: 213-978-8111

www.lacity.org/atty

San Diego City Attorney’s Office

Consumer and Environmental 

Protection Unit

1200 Third Ave., #1620

San Diego, CA 92101

619-533-5600

619-236-6220

Fax: 619-236-7215

E-mail: cityattorney@sandiego.gov

www.sandiegocityattorney.org

Santa Monica City Attorney’s

Office

Consumer Protection Division

1685 Main St., Third Floor

Santa Monica, CA 90401

310-458-8336

310-917-8696

Fax: 310-395-6727

E-mail: consumer.mailbox@smgov.net

www.smgov.net/atty

Colorado

State Offices

Colorado Consumer Protection 

Division

1525 Sherman St., 7th Floor

Denver, CO 80203

303-866-5079

Toll free: 1-800-222-4444

Fax: 303-866-4916

E-mail: stop.fraud@state.co.us

www.ago.state.co.us

AARP ElderWatch Partnership

1301 Pennsylvania #280

Denver, CO 80203

303-222-4444

Toll free: 1-800-222-4444

Fax: 303-831-6217

E-mail: aarpelderwatch@aarp.org

www.aarpelderwatch.org

County Offices

Fourth Judicial District Attorney’s 

Office

Economic Crimes Division

El Paso and Teller Counties

105 East Vermijo

Colorado Springs, CO 80903

719-520-6002

Fax: 719-520-6164

www.4thjudicialda.com

Weld County District Attorney’s 

Office

PO Box 758

Greeley, CO 80632

970-336-7235

Toll free: 1-800-332-2071

Fax: 970-352-0242

www.co.weld.co.us

Pueblo County District Attorney’s 

Office

701 Court

Pueblo, CO 81003

719-583-6030

Fax: 719-583-6666

www.co.pueblo.co.us

City Offices

Denver District Attorney’s Office

Economic Crimes Unit

201 West Colfax Ave., Dept 801

Denver, CO 80202

720-913-9179

Fax: 720-913-9035

E-mail: info@denverda.org

www.denverda.org

Connecticut

State Offices

Connecticut Dept. of Consumer 

Protection

165 Capitol Ave.

Hartford, CT 06106-1630

860-713-6050

Toll free: 1-800-842-2649

Toll free: 1-860-713-7240

Fax: 860-713-7239

E-mail: trade.practices@ct.gov

www.ct.gov/dcp

City Offices

Middletown Office of Consumer

Protection

Director of Consumer Protection

245 deKoven Dr.

Middletown, CT 06457-1300

860-344-3491

860-344-3521

Fax: 860-344-3561

www.cityofmiddletown.com
State, County and City Consumer Protection Offices

125

Delaware

State Offices

Delaware Office of Attorney 

General

Delaware Dept. of Justice

Consumer Protection Division

Carvel State Office Building

820 North French St.

Wilmington, DE 19801

302-577-8600

Toll free: 1-800-220-5424

Fax: 302-577-6499

E-mail: consumer.protection@state.

de.us

www.attorneygeneral.delaware.gov

District of Columbia

District of Columbia Offices 

only

District of Columbia Office of the 

Attorney General

Office of Consumer Protection

441 4th St., NW

Suite 600, South

Washington, DC 20001

202-727-3400

Fax: 202-478-9296

www.oag.dc.gov

District of Columbia Offices

Dept. of Consumer and 

Regulatory Affairs

Government of the District of 

Columbia

941 North Capitol St., NE, Suite 9700

Washington, DC 20002

202-442-4400

202-727-1000 (Citywide Call Center)

202-442-9828

Fax: 202-442-9445

E-mail: consumer.protection@dc.gov

www.consumer.dc.gov

Office of Consumer Protection

Dept. of Consumer & Regulatory 

Affairs

941 North Capitol St. NE

Washington, DC 20002

202-442-4400

202-442-4615

Fax: 202-478-9296

www.dcra.dc.gov

Florida

State Offices

Florida Dept. of Agriculture and 

Consumer Services

Division of Consumer Services

Terry Lee Rhodes Building

2005 Apalachee Pkwy.

Tallahassee, FL 32399-6500

850-488-2221

Toll free: 1-800-435-7352 

Toll free: 1-800-352-9832 (in Spanish)

www.800helpfla.com

Florida Office of the Attorney 

General

PL-01 The Capitol

Tallahassee, FL 32399-1050

850-414-3300

Toll free: 1-866-966-7226

Toll free: 1-800-955-8771 

Fax: 850-410-1630

www.myfloridalegal.com

www.seniorsvscrime.com

Regional Offices

Ft. Lauderdale Branch- Office of 

the Attorney General

Economic Crimes Division

110 SE 6th St., 9th floor

Fort Lauderdale, FL 33301-5000

954-712-4600

Fax: 954-712-4706

www.myfloridalegal.com

Jacksonville Branch- Office of the 

Attorney General

Economic Crimes Unit

1300 Riverplace Blvd., Suite 405

Jacksonville, FL 32207

904-348-2720

Fax: 904-858-6918

www.myfloridalegal.com

Orlando Branch- Office of the 

Attorney General

Economic Crimes Division

135 West Central Blvd., Suite 1000

Orlando, FL 32801

407-999-5588

Fax: 407-245-0365

www.myfloridalegal.com

Tampa Branch- Office of the 

Attorney General

Economic Crimes Division

Concourse Center 4

3507 E. Frontage Rd., Suite 325

Tampa, FL 33607-1795

813-287-7950

Fax: 813-281-5515

www.myfloridalegal.com

W. Palm Beach Branch- Office of 

the Attorney General

Economic Crimes Division

1515 N. Flagler Dr., Suite 900

West Palm Beach, FL 33401

561-837-5000

Fax: 561-837-5109

www.myfloridalegal.com

County Offices

Pinellas County Office of 

Consumer Protection

15251 Roosevelt Blvd., Suite 209

Clearwater, FL 33760

727-464-6200

727-464-6088

Fax: 727-464-6129

E-mail: consumer@co.pinellas.fl.us

www.pinellascounty.org/consumer

Broward County Consumer 

Affairs Division

115 South Andrews Ave., A460

Fort Lauderdale, FL 33301

954-357-5350

Fax: 954-765-5309

E-mail: consumer@broward.org

www.broward.org/consumer

Miami-Dade County Consumer

Services Dept.

140 West Flagler St., Suites 901-904

Miami, FL 33130

305-375-3677

Fax: 305-375-4120

E-mail: consumer@miamidade.gov

www.miamidade.gov/csd

Office of the State Attorney for 

Miami-Dade County

Economic Crime Division

1350 NW 12th Ave.

Miami, FL 33136-2111

305-547-0671

Fax: 305-547-0717

www.miamisao.com
State, County and City Consumer Protection Offices

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Pasco County Consumer Affairs 

Division

7530 Little Rd., Suite 140

New Port Richey, FL 34654

727-847-8106

727-847-8110 (Code Compliance)

Toll free: 1-800-955-8771

Fax: 727-847-8191

www.pascocountyfl.net

Orange County Consumer Fraud 

Unit

415 North Orange Ave.

PO Box 1673

Orlando, FL 32802

407-836-2490

Fax: 407-836-1210

E-mail: fraudhelp@sao9.org

www.orangecountyfl.net

Hillsborough County Consumer 

Protection Agency

8900 N. Armenia Ave., Suite 226

Tampa, FL 33604-1072

813-903-3430

Fax: 813-903-3432

www.hillsboroughcounty.org/

consumerprotection

Palm Beach County Division of 

Consumer Affairsl

50 South Military Trail

West Palm Beach, FL 33415

561-712-6600

Toll free: 1-888-852-7362

Fax: 561-712-6610

www.pbcgov.com/consumer

Georgia

State Offices

Georgia Governor’s Office of 

Consumer Affairs

Two Martin Luther King Jr. Dr., SE 

Suite 356

Atlanta, GA 30334-4600

404-651-8600

Toll free: 1-800-869-1123 (Outside 

Atlanta)

Fax: 404-651-9018

consumer.georgia.gov

Hawaii

State Offices

Hawaii Dept. of Commerce and 

Consumer Affairs

345 Kekuanaoa St., Room 12

Hilo, HI 96720-4388

808-933-0910

Fax: 808-933-8845

www.hawaii.gov/dcca

Hawaii Dept. of Commerce and 

Consumer Affairs

Office of Consumer Protection

235 South Beretania St., Room 801

Honolulu, HI 96813-2419

808-586-2630

808-587-3222

Fax: 808-586-2640

www.hawaii.gov/dcca/ocp

Hawaii Dept. of Commerce and 

Consumer Affairs

Office of Consumer Protection

1063 Lower Main St., Suite C-216

Wailuku, HI 96793

808-984-8244

Fax: 808-243-5807

www.hawaii.gov/dcca/ocp

Idaho

State Offices

Idaho Attorney General’s Office

Consumer Protection Division

954 W. Jefferson, 2nd Floor

PO Box 83720

Boise, ID 83720-0010

208-334-2424

Toll free: 1-800-432-3545

Fax: 208-334-4151

www2.state.id.us/ag

Illinois

State Offices

Illinoise Office of the Attorney 

General- Carbondale

Consumer Fraud Bureau

1001 East Main St.

Carbondale, IL 62901

618-529-6400

Toll free: 1-800-243-0607 (Hotline)

Toll free: 1-877-675-9339 

Fax: 618-529-6416

E-mail: ag_consumer@atg.state.il.us

www.illinoisattorneygeneral.gov

Illinois Office of the Attorney 

General- Chicago

Consumer Fraud Bureau

100 West Randolph St., 12th Floor

Chicago, IL 60601

312-814-3000

Toll free: 1-800-386-5438

Toll free: 1-800-964-3013

Fax: 312-814-2549

E-mail: ag_consumer@atg.state.il.us

www.illinoisattorneygeneral.gov

Illinois Office of the Attorney 

General- Springfield

Consumer Fraud Bureau

500 South Second St.

Springfield, IL 62706

217-782-1090

Toll free: 1-800-243-0618

Toll free: 1-877-844-5461

Fax: 217-782-1097

E-mail: ag_consumer@atg.state.il.us

www.illinoisattorneygeneral.gov

Regional Offices

Metro East Illinois Regional Office

of Attorney General

201 West Pointe Dr., Suite 7

Belleville, IL 62226

618-236-8616

618-236-8619

www.illinoisattorneygeneral.gov

Chicago South Regional Office of 

the Attorney General

7906 S. Cottage Grove Ave.

Chicago, IL 60619

773-488-2600

www.illinoisattorneygeneral.gov

Chicago West Regional Office of 

Attorney General

306 N. Pulaski Rd.

Chicago, IL 60624

773-265-8808

www.illinoisattorneygeneral.gov

West Central Illinois Office of the 

Attorney General

628 Maine St.

Quincy, IL 62301

217-223-2221

217-223-2254

www.illinoisattorneygeneral.gov
State, County and City Consumer Protection Offices

127

Northern Illinois Regional Office 

of the Attorney General

Zeke Giorgi Center

200 S. Wyman St., Suite 307

Rockford, IL 61101

815-967-3883

815-967-3891

www.illinoisattorneygeneral.gov

East Central Illinois Regional 

Office of Attorney General

1776 E. Washington St.

Urbana, IL 61802

217-278-3366

217-278-3391

www.illinoisattorneygeneral.gov

County Offices

Cook County State Attorney’s 

Office

Consumer Fraud Division

69 West Washington St., Suite 3130

Chicago, IL 60602

312-603-8600

312-603-8700 (Consumer Line)

Fax: 312-603-9830

E-mail: consumer@cookcountygov.

com.

www.statesattorney.org/index2/

consumer_fraud.html

City Offices

Chicago Dept. of Consumer 

Services

50 West Washington

Richard J. Daley Center, Room 208

Chicago, IL 60602

312-744-4006

312-742-8705

Fax: 312-744-9089

www.cityofchicago.org/

ConsumerServices

City of Des Plaines Consumer 

Protection Office

1420 Miner St., Suite 401

Des Plaines, IL 60016

847-391-5303

Fax: 847-391-5378

E-mail: consumerprotection@

desplaines.org

www.desplaines.org

Indiana

State Offices

Indiana Office of Attorney 

General

Consumer Protection Division

302 West Washington St., 5th floor

Indianapolis, IN 46204

317-232-6330

Toll free: 1-800-382-5516 (Consumer 

Hotline)

Fax: 317-233-4393

www.indianaconsumer.com

County Offices

Marion County Prosecuting

Attorney’s Office

251 E. Ohio St, Suite 160

Indianapolis, IN 46204

317-327-3522

Fax: 317-327-5409

www.indy.gov/Pages/Home.aspx

Iowa

State Offices

Office of the Iowa Attorney 

General

Consumer Protection Division

1305 East Walnut St.

Des Moines, IA 50319

515-281-5926

Toll free: 1-888-777-4590

Fax: 515-281-6771

E-mail: consumer protection@

ag.state.ia.us

www.IowaAttorneyGeneral.org

Kansas

State Offices

Office of the Kansas Attorney

Consumer Protection & Antitrust 

Division

120 SW 10th St., Suite 430

Topeka, KS 66612-1597

785-296-3751 (Consumer Infoline)

Toll free: 1-800-432-2310

Fax: 785-291-3699

E-mail: cprotect@ksag.org

www.ksag.org

County Offices

Douglas County District 

Attorney’s Office

Consumer Protection Division

Douglas County District Attorney’s 

Office

111 E. 11th St.

Lawrence, KS 66044

785-330-2849 (Consumer Hotline)

785-841-0211 (Main)

Fax: 785-330-2850

E-mail: districtattorney@douglascounty.com

www.dgcoda.com

Johnson County District 

Attorney’s Office

Consumer Protection Division

100 North Kansas Ave.

Olathe, KS 66061

913-715-3003

Fax: 913-715-3160

da.jocogov.org

Sedgwick County District 

Attorney’s Office

Consumer Fraud & Economic Crime 

Division

535 North Main St.

Wichita, KS 67203-3747

316-660-3600

316-383-7921

Toll free: 1-800-432-6878

Fax: 316-383-4638

E-mail: consumer@sedgwick.gov

www.sedgwickcounty.org/da

Kentucky

State Offices

Kentucky Office of the Attorney 

General

Consumer Protection Division

1024 Capital Center Dr.

Frankfort, KY 40601

502-696-5389

Toll free: 1-888-432-9257

Fax: 502-573-7151

E-mail: consumer.protection@ag.ky.

gov

www.ag.ky.gov/cp
State, County and City Consumer Protection Offices

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

128

County Offices

Kentucky Office of the Attorney 

General for Jefferson, Bullitt or 

Oldham Counties

Consumer Protection Division

310 Whittington Pkwy., Suite 101

Louisville, KY 40222

502-429-7134

Toll free: 1-888-432-9257

Fax: 502-429-7129

E-mail: consumer.protection@ag.ky.

gov

www.ag.ky.gov

Louisiana

State Offices

Louisiana Office of Attorney 

General

Consumer Protection Section

PO Box 94005

Baton Rouge, LA 70804-9005

225-326-6465

Toll free: 1-800-351-4889

Fax: 225-326-6499

E-mail: ConsumerInfo@ag.state.la.us

www.ag.state.la.us

Parish Offices

Jefferson Parish District 

Attorney’s Office

Economic Crime Unit

200 Derbigny St.

Gretna, LA 70053-5894

504-361-2920

504-368-1020

Fax: 504-361-2799

Maine

State Offices

Bureau of Consumer Credit 

Protection

35 State House Station

Augusta, ME 04333-0035

207-624-8527

Toll free: 1-800-332-8529

Toll free: 1-888-577-6690 

Fax: 207-582-7699

www.credit.maine.gov

Maine Attorney General’s Office

Consumer Information and Mediation 

Service

Six State House Station

Augusta, ME 04333

207-626-8849

Toll free: 1-800-436-2131 (Consumer 

Protection)

Fax: 207-626-8812

E-mail: consumer.mediation@maine.

gov

www.maine.gov/ag

Maryland

State Offices

Maryland Office of Attorney

General

Consumer Protection Division

200 Saint Paul Place

Baltimore, MD 21202-2021

410-528-8662 (Consumer Complaints)

410-576-6550 (Consumer Information)

410-528-1840 (Health Advocacy unit)

Toll free: 1-888-743-0023

Toll free: 1-877-261-8807 (Health 

Advocacy unit)

TTY: 410-576-6372 

Fax: 410-576-7040

E-mail: consumer@oag.state.md.us

www.oag.state.md.us/consumer

Regional Offices

Maryland Attorney General’s

Office- Western Maryland

Consumer Protection Division

44 N. Potomac St., Suite 104

Hagerstown, MD 21740

301-791-4780

Fax: 301-791-7178

www.oag.state.md.us/consumer

Maryland Attorney General’s

Office- Eastern Shore

Consumer Protection Division

201 Baptist St., Suite 30

Salisbury, MD 21801-4976

410-713-3620

Toll free: 1-888-743-0023

TTY: 410-576-6372

Fax: 410-713-3621

www.oag.state.md.us

County Offices

Howard County Office of 

Consumer Affairs

6751 Columbia Gateway Dr.

Columbia, MD 21046

410-313-6420

410-313-6401

Fax: 410-313-6453

www.howardcountymd.gov

Montgomery County Office of

Consumer Protection

100 Maryland Ave., Suite 330

Rockville, MD 20850

240-777-3636

240-777-3681 (Anonymous consumer 

tip-line)

240-777-3679

Fax: 240-777-3768

E-mail: ConsumerProtection@

montgomerycountymd.gov

www.montgomerycountymd.gov/

consumer

Massachusetts

State Offices

Massachusetts Office of the

Attorney General

Consumer Complaints and 

Information

1 Ashburton Place

Boston, MA 02108

617-727-8400 (Consumer Hotline)

617-727-4765

Fax: 617-727-3265

E-mail: emailcomplaints@state.ma.us

www.mass.gov/ago

Massachusetts Office of

Consumer Affairs and Business 

Regulation

10 Park Plaza, Suite 5170

Boston, MA 02116

617-973-8700 (General Information)

617-973-8787 (Consumer Hotline)

Toll free: 1-888-283-3757

Toll free: 1-800-720-3480

Fax: 617-973-8799

E-mail: consumer@state.ma.us

www.mass.gov/Consumer
State, County and City Consumer Protection Offices

129

Regional Offices

Southern Massachusetts Division

105 William St., 1st Floor

New Bedford, MA 02740

508-990-9700

Fax: 508-990-8686

www.mass.gov/ago

Office of the Attorney GeneralWestern Massachusetts Division

1350 Main St., 4th Floor

Springfield, MA 01103

413-784-1240

617-727-4765 (Boston office)

Fax: 413-784-1244

www.mass.gov/ago

Office of the Attorney GeneralCentral Massachusetts Division

One Exchange Place

Worcester, MA 01608

508-792-7600

Fax: 508-795-1991

www.mass.gov/ago

County Offices

Norfolk District Attorney’s Office

Consumer Protection Division

45 Shawmut Rd.

Canton, MA 02021

781-830-4800

617-769-6100 ext. 118 (Hotline)

Fax: 781-830-4801

www.mass.gov/da/norfolk

Northwestern District Attorney’s 

Office - Franklin County

13 Conway St.

Greenfield, MA 01301

413-774-3186

Fax: 413-773-3278

North Western District Attorney’s 

Office- Hampshire County

One Gleason Plaza

Northampton, MA 01060

413-586-9225

Fax: 413-584-3635

Consumer Council of Worcester 

County

484 Main St., 2nd Floor

Worcester, MA 01608-1690

508-754-1176

Toll free: 1-800-545-4577

Fax: 508-754-0203

www.wcac.net

City Offices

City of Boston Consumer Affairs 

& Licensing

Room 817

One City Hall Plaza

Boston, MA 02201

617-635-3834

Fax: 617-635-4174

E-mail: MOCAL@cityofboston.gov

www.cityofboston.gov/

consumeraffairs

Cambridge Consumers’ Council

831 Massachusetts Ave.

Cambridge, MA 02139

617-349-6150

617-349-6112

Fax: 617-349-6148

E-mail: Consumer@CambridgeMA.

gov

www.ci.cambridge.

ma.us/~Consumer

City of Fall River Consumer 

Services Program

One Government Center

Fall River, MA 02722

508-324-2672

Fax: 508-324-2668

www.fallriverma.org

Newton-Brookline Consumer 

Office

Newton City Hall

1000 Commonwealth Ave.

Newton Centre, MA 02459

617-796-1292

617-796-1089

Fax: 617-796-1293

E-mail: consumer@newtonma.gov

www.ci.newton.ma.us

Revere Consumer Affairs Office

281 Broadway

Revere, MA 02151

781-286-8114

Springfield Mayor’s Office of

Consumer Information

City Hall

36 Court St.

Springfield, MA 01103-1699

413-787-6437

Fax: 413-787-7781

E-mail: moci@springfieldcityhall.com

www.springfieldcityhall.com

Michigan

State Offices

Michigan Office of Attorney

General

Consumer Protection Division

PO Box 30213

Lansing, MI 48909

517-373-1140

Toll free: 1-877-765-8388

Fax: 517-241-3771

www.michigan.gov/ag

County Offices

Macomb County Consumer

Protection Department.

Office of the Prosecuting Attorney

One South Main St., 3rd FL

Mt. Clemens, MI 48043

586-469-5350

Fax: 586-469-5609

City Offices

Detroit Consumer Advocacy

Northwest Activity Center

18100 Meyers Rd., Suite 105

Detroit, MI 48235

313-224-1000

313-224-6995 (Complaints)

Fax: 313-224-1476

www.ci.detroit.mi.us/Departments/

ConsumerAffairs/tabid/1476/

Default.aspx

Minnesota

State Offices

Minnesota Office of the Attorney

General

Consumer Services Division

1400 Bremer Tower

445 Minnesota St.

St. Paul, MN 55101

651-296-3353

Toll free: 1-800-657-3787

TTY: 651-297-7206 or 1-800-366-4812

Fax: 651-282-2155

www.ag.state.mn.us
State, County and City Consumer Protection Offices

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

130

City Offices

Minneapolis Dept. of Regulatory

Services

City Hall, Room 1C

350 South 5th St.

Minneapolis, MN 55415

612-673-2080

612-673-2157

Fax: 612-673-3399

www.ci.minneapolis.mn.us

Mississippi

State Offices

Mississippi Attorney General’s

Office

PO Box 22947

Jackson, MS 39225-2947

601-359-4230

Toll free: 1-800-281-4418

Fax: 601-359-4231

www.ago.state.ms.us

Dept. of Agriculture and 

Commerce

Bureau of Regulatory Services 

Consumer Protection

PO Box 1609

Jackson, MS 39215

601-359-1148

Fax: 601-359-1175

www.mdac.state.ms.us

Missouri

State Offices

Missouri Attorney General’s

Office

Consumer Protection Unit

PO Box 899

Jefferson City, MO 65102

573-751-3321

Toll free: 1-800-392-8222 (Hotline)

Fax: 573-751-7948

E-mail: consumer@ago.mo.gov

www.ago.mo.gov

Montana

State Offices

Montana Office of Consumer

Protection

2225 11th Ave.

PO Box 200151

Helena, MT 59620-0151

406-444-4500

Toll free: 1-800-481-6896

Fax: 406-444-9680

E-mail: contactocp@mt.gov

www.doj.mt.gov/consumer

Nebraska

State Offices

Nebraska Office of the Attorney 

General

Consumer Protection Division

2115 State Capitol

PO Box 98920

Lincoln, NE 68509

402-471-2682

Toll free: 1-800-727-6432

Toll free: 1-888-850-7555 (In Spanish)

Fax: 402-471-0006

www.ago.ne.gov

Nevada

State Offices

Nevada Consumer Affairs 

Division

4600 Kietzke Ln., Building B, Suite 113

Reno, NV 89502

775-688-1800

Toll free: 1-800-326-5202 (NV)

TTY: 702-486-7901

Fax: 775-688-1803

E-mail: renocad@fyiconsumer.org

www.fightfraud.nv.gov

New Hampshire

State Offices

New Hampshire Office of the 

Attorney General

Consumer Protection and Antitrust 

Bureau

33 Capitol St.

Concord, NH 03301

603-271-3641

Toll free: 1-888-468-4454 

Toll free: 1-800-735-2964

Fax: 603-223-6202

www.doj.nh.gov/consumer

New Jersey

State Offices

New Jersey Dept. of Law and 

Public Safety

Division of Consumer Affairs

PO Box 45025

Newark, NJ 07101

973-504-6200

Toll free: 1-800-242-5846 (NJ)

TTY: 973-504-6588

Fax: 973-648-3538

E-mail: askconsumeraffairs@lps.state.

nj.us

www.njconsumeraffairs.gov

County Offices

Atlantic County Division of 

Consumer Affairs

1333 Atlantic Ave.

Atlantic City, NJ 08401

609-343-2376

609-345-6700 Ext. 2476

www.aclink.org/law

Camden County Office of 

Consumer Protection/Weights 

and Measures

DiPiero Center

512 Lakeland Rd., Suite 158

Blackwood, NJ 08012

856-374-6161 (Consumer Protection)

856-374-6001 (Weights & Measures)

Fax: 856-232-0748

www.camdencounty.com
State, County and City Consumer Protection Offices

131

Cumberland County Dept. of 

Consumer Affairs

788 East Commerce St.

Bridgeton, NJ 08302

856-453-2203

Fax: 856-453-2206

www.co.cumberland.nj.us

Cape May County Consumer

Affairs

4 Moore Rd.

Cape May Court House, NJ 08210-

1601

609-463-6475

Fax: 609-463-6472

E-mail: consumer@co.cape-may.nj.us

www.capemaycountygov.net

Gloucester County Dept. of 

Consumer Affairs

254 County House Rd.

Clarksboro, NJ 08020

856-384-6855

856-232-9543

Fax: 856-384-6858

E-mail: hspence@co.gloucester.nj.us

www.co.gloucester.nj.us/

Government/Departments/

ConsumerAffairs/main.cfm

Essex County Division of 

Consumer Services

50 South Clinton St., Suite 3201

East Orange, NJ 07018

973-395-8350

Fax: 973-395-8433

www.essex-countynj.org/

Hunterdon County Office of 

Consumer Affairs

PO Box 2900

Flemington, NJ 08822

908-806-5174

Fax: 908-806-2057

www.co.hunterdon.nj.us/

consumeraffairs.htm

Monmouth County Dept. of

Consumer Affairs

Hall of Records Annex

One E. Main St.

Freehold, NJ 07728

732-431-7900

Fax: 732-845-2037

www.visitmonmouth.com

Bergen County Office of 

Consumer Protection

One Bergen County Plaza, 3rd Floor

Hackensack, NJ 07601-7000

201-336-6400

Fax: 201-336-6416

www.co.bergen.nj.us

Hudson County Division of 

Consumer Affairs

583 Newark Ave.

Jersey City, NJ 07306

201-795-6295

201-795-6163

Fax: 201-795-6468

www.hudsoncountynj.org

Burlington County Office of 

Consumer Affairs/Weights and 

Measures

PO Box 6000

Mount Holly, NJ 08060-6000

609-265-5098 (Weights & Measures)

609-265-5054 (Consumer Affairs)

Fax: 609-265-5065

E-mail: consumer@co.burlington.nj.us

www.co.burlington.nj.us

Middlesex County Consumer

Affairs

Middlesex County Administration 

Building

75 Bayard St., 2nd Floor, Room 290

New Brunswick, NJ 08901

732-745-3875

Fax: 732-745-3815

E-mail: consumer@co.middlesex.nj.us

www.co.middlesex.nj.us/

consumeraffairs/index.asp

Somerset County Division of 

Consumer Protection

20 Grove St.

PO Box 3000

Somerville, NJ 08876-1262

908-203-6080

Fax: 908-575-3905

E-mail: consumerprotection@

co.somerset.nj.us

www.co.somerset.nj.us

Ocean County Dept. of Consumer 

Affairs

1027 Hooper Ave., Building #2

Toms River, NJ 08754-2191

732-929-2105

Fax: 732-506-5330

E-mail: ConsumerAffairs@co.ocean.

nj.us

www.co.ocean.nj.us

Mercer County Consumer Affairs

640 South Broad St.

PO Box 8068

Trenton, NJ 08650-0068

609-989-6671

Fax: 609-989-6670

www.mercercounty.org

Passaic County Dept. of 

Consumer Protection/Weights 

and Measures

Dept. of Law

1310 Route 23 North

Wayne, NJ 07470

973-305-5881 (Consumer Protection)

973-305-5750 (Weights & Measures)

Fax: 973-628-1796

www.passaiccountynj.org

Union County Division of 

Consumer Affairs

300 North Ave., East

Westfield, NJ 07090

908-654-9840

Fax: 908-654-3082

www.unioncountynj.org

City Offices

Nutley Consumer Affairs

149 Chestnut St.

Nutley, NJ 07110

973-284-4975

Fax: 973-661-9411

www.nutleynj.org

Plainfield Action Services

City Hall Annex

510 Watchung Ave.

Plainfield, NJ 07060

908-753-3519

Fax: 908-753-3540

www.plainfield.com
State, County and City Consumer Protection Offices

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

132

Secaucus Dept. of Consumer 

Affairs

Municipal Government Center

1203 Patterson Plank Rd.

Secaucus, NJ 07094

201-330-2008

Fax: 201-330-8352

www.njconsumeraffairs.gov/ocp/

countyoff.htm

Union Consumer Affairs Office

1976 Morris Ave.

Union, NJ 07083

908-851-5477

Fax: 908-851-4679

www.uniontownship.com

Woodbridge Township Consumer 

Affairs

Municipal Building

One Main St.

Woodbridge, NJ 07095

732-634-4500

Fax: 732-602-6016

www.twp.woodbridge.nj.us

New Mexico

State Offices

Office of Attorney Generral

Consumer Protection Division

PO Drawer 1508

Santa Fe, NM 87504-1508

505-827-6060

Toll free: 1-800-678-1508

Fax: 505-827-5826

www.nmag.gov

New York

State Offices

New York Bureau of Consumer 

Frauds and Protection

State Capitol

Albany, NY 12224-0341

518-474-5481

518-474-7330

Toll free: 1-800-771-7755

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, Suite 2101

Albany, NY 12223

518-474-8583 (Capitol Region)

Toll free: 1-800-697-1220

Fax: 518-486-3936

E-mail: webmaster@consumer.state.

ny.us

www.nysconsumer.gov

Office of the Attorney GeneralNew York City Office

Consumer Frauds and Protection 

Bureau

120 Broadway, 3rd Floor

New York, NY 10271-0332

212-416-8000

212-416-8893

Toll free: 1-800-771-7755 (Hotline)

Toll free: 1-800-788-9898 

Fax: 212-416-6003

www.oag.state.ny.us

Regional Offices

Binghamton Regional Office

Office of the Attorney General

State Office Building, 17th Floor

44 Hawley St.

Binghamton, NY 13901

607-721-8771

Toll free: 1-800-788-9898

Fax: 607-721-8789

www.oag.state.ny.us

Brooklyn Regoinal Office

55 Hanson Place, Suite 1080

Brooklyn, NY 11217

718-722-3949

Toll free: 1-800-771-7755 (Consumer 

Helpline)

Toll free: 1-800-788-9898

www.oag.state.ny.us

Buffalo Regional Office

Main Place Tower, Suite 300A

350 Main St.

Buffalo, NY 14202

716-853-8400

Toll free: 1-800-788-9898

Fax: 716-853-8414

www.oag.state.ny.us

Suffolk Regional Office

Office of the Attorney General

300 Motor Pkwy., Suite 205

Hauppauge, NY 11788

631-231-2424

Toll free: 1-800-771-7755

Toll free: 1-800-788-9898

www.oag.state.ny.us/

Nassau Regional Office

Office of the Attorney General

200 Old Country Rd.

Mineola, NY 11501-4241

516-248-3302

Toll free: 1-800-771-7755

Toll free: 1-800-788-9898

Fax: 516-747-6432

www.oag.state.ny.us

Harlem Regional Office

Office of the Attorney General

163 West 125th St., Suite 1324

New York, NY 10027

212-961-4475

Toll free: 1-800-771-7755

Toll free: 1-800-788-9898

Fax: 212-961-4003

www.oag.state.ny.us

Plattsburgh Regional Office

Office of Attorney General

43 Durkee St., Suite 700

Plattsburgh, NY 12901-2958

518-562-3288

Toll free: 1-800-771-7755

Toll free: 1-800-788-9898

Fax: 518-562-3293

www.oag.state.ny.us

Poughkeepsie Regional Office

Office of the Attorney General

235 Main St.

Poughkeepsie, NY 12601-3194

845-485-3900

Fax: 845-452-3303

www.oag.state.ny.us

Rochester Regional Office

Office of the Attorney General

144 Exchange Blvd., Suite 200

Rochester, NY 14614-2176

585-546-7430

Toll free: 1-800-771-7755

Toll free: 1-800-788-9898

Fax: 585-546-7514

www.oag.state.ny.us
State, County and City Consumer Protection Offices

133

Syracuse Regional Office

Office of the Attorney General

615 Erie Blvd. West, Suite 102

Syracuse, NY 13204-2465

315-448-4848

315-448-4800

Toll free: 1-800-771-7755

Toll free: 1-800-788-9898

Fax: 315-448-4851

www.oag.state.ny.us

Utica Regional Office

Office of the Attorney General

207 Genesee St., Room 508

Utica, NY 13501

315-793-2225

Toll free: 1-800-771-7755

Toll free: 1-800-788-9898

Fax: 315-793-2228

www.oag.state.ny.us

Watertown Regional Office

Office of the Attorney General

Dulles State Office Building

317 Washington St.

Watertown, NY 13601-3744

315-785-2444

Toll free: 1-800-771-7755

Fax: 315-785-2294

www.oag.state.ny.us

Westchester Regional Office

Office of the Attorney General

101 East Post Rd.

White Plains, NY 10601-5008

914-422-8755

Toll free: 1-800-771-7755 (Consumer 

Helpline)

Toll free: 1-800-788-9898

Fax: 914-422-8706

www.oag.state.ny.us

County Offices

Albany County Dept. of 

Consumer Affairs

112 State St., Suite 1207-08

Albany, NY 12207

518-447-7581

Fax: 518-487-5048

E-mail: consumer_complaints@

albanycounty.com

www.albanycounty.com

Erie County District Attorney’s 

Office

Consumer Fraud Bureau

Statler Towers

107 Delaware Ave., 4th Floor

Buffalo, NY 14202

716-853-8404 (Consumer Fraud)

716-853-8400

Toll free: 1-800-771-7755

Fax: 716-853-8414

www.oag.state.ny.us

Putnam County Dept. of 

Consumer Affairs

110 Old Route 6, Building 3

Carmel, NY 10512

845-225-2039

Fax: 845-225-3403

www.putnamcountyny.com

Orange County Dept. of 

Consumer Affairs

99 Main St.

Goshen, NY 10924

845-291-2400

Fax: 845-291-2385

www.co.orange.ny.us

Ulster County Consumer Fraud 

Bureau

20 Lucas Ave.

Kingston, NY 12401

845-340-3260

Fax: 845-340-3263

www.ulstercountyny.gov/

consumerfraud

Nassau County Office of 

Consumer Affairs

200 County Seat Dr.

Mineola, NY 11501

516-571-2600

Fax: 516-571-3389

www.nassaucountyny.gov

Rockland County Office of 

Consumer Protection

18 New Hempstead Rd., 6th Floor

New City, NY 10956

845-708-7600

Fax: 845-708-7616

www.co.rockland.ny.us

Dutchess County Dept. of 

Consumer Affairs

98 Peach Rd.

Poughkeepsie, NY 12601

845-486-2949

Fax: 845-486-2947

E-mail: consumeraffairs@

co.dutchess.ny.us

www.dutchessny.gov

Schenectady County Dept. of 

Consumer Affairs/Bureau of 

Weights & Measures

64 Kellar Ave.

Schenectady, NY 12306

518-356-7473 (Consumer Affairs)

518-356-6795 (Weights and Measures)

Fax: 518-357-0319

www.schenectadycounty.com

Westchester County Dept. of 

Consumer Protection

112 East Post Rd., 4th Floor

White Plains, NY 10601

914-995-2155

Fax: 914-995-3115

E-mail: conpro@westchestergov.com

www.westchestergov.com/

consumer

Westchester County District 

Attorney’s Office

Economic Crimes Unit

County Courthouse

111 Martin Luther King Jr. Blvd.

White Plains, NY 10601

914-995-3460

Fax: 914-995-3594

www.westchesterda.net

City Offices

Mt. Vernon Office of Consumer

Protection/Bureau of Weights & 

Measures

1 Roosevelt Square, Room 11

Mount Vernon, NY 10550

914-665-2433

Fax: 914-665-1435

www.cmvny.com

New York City Dept. of Consumer 

Affairs

42 Broadway

New York, NY 10004

212-639-9675

212-487-2710

www.nyc.gov/consumers
State, County and City Consumer Protection Offices

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

134

Town of Colonie Consumer 

Protection

Memorial Town Hall

Newtonville, NY 12128

518-783-2790

www.colonie.org

Schenectady Bureau of Consumer 

Protection

City Hall, Room 204

105 Jay St.

Schenectady, NY 12305

518-382-5061

Fax: 518-382-5074

Yonkers Office of Consumer 

Protection

87 Nepperhan Ave., Room 212

Yonkers, NY 10701

914-377-6808

Fax: 914-377-6811

www.yonkersny.gov

North Carolina

State Offices

North Carolina Office of the 

Attorney General

Consumer Protection Division

9001 Mail Service Center

Raleigh, NC 27699-9001

919-716-6000

Toll free: 1-877-566-7226

Fax: 919-716-6050

www.ncdoj.gov

North Dakota

State Offices

North Dakota Office of the 

Attorney General

Consumer Protection and Antitrust 

Division

4205 State St.

PO Box 1054

Bismarck, ND 58502-1054

701-328-3404

Toll free: 1-800-472-2600

Toll free: 1-800-366-6888 

Fax: 701-328-5568

E-mail: ndag@nd.gov

www.ag.nd.gov

Ohio

State Offices

Ohio Attorney General’s Office

Consumer Protection Section

30 East Broad St., 14h Floor

Columbus, OH 43215-3400

614-466-4320

Toll free: 1-800-282-0515

Fax: 614-728-7583

www.ohioattorneygeneral.gov

www.speakoutohio.gov

County Offices

Summit County Office of 

Consumer Affairs

175 S Main St.

Suite 209

Akron, OH 44308

330-643-2879

Fax: 330-643-2721

E-mail: consumeraffairs@summitoh.

net

www.co.summit.oh.us/conaffairs.

htm

Oklahoma

State Offices

Oklahoma Attorney General

Consumer Protection Unit

313 NE 21st St.

Oklahoma City, OK 73105

405-521-3921

Fax: 405-522-0085

www.oag.ok.gov

Oklahoma Dept. of Consumer 

Credit

4545 North Lincoln Blvd., #164

Oklahoma City, OK 73105

405-521-3653

Toll free: 1-800-448-4904

Fax: 405-521-6740

E-mail: webmaster@okdocc.state.

ok.us

www.okdocc.state.ok.us

Oregon

State Offices

Department of Justice

Financial Fraud/Consumer Protection 

Section

1162 Court St., NE

Salem, OR 97301-4096

503-378-4320 (Salem)

503-229-5576 (Portland)

503-947-4333

Toll free: 1-877-877-9392

Toll free: 1-800-735-2900

Fax: 503-378-5017

E-mail: consumer.hotline@doj.state.

or.us

www.doj.state.or.us

Pennsylvania

State Offices

Pennsylvania Office of the 

Attorney General

Office of the Consumer Advocate

555 Walnut St.

5th Floor, Forum Place

Harrisburg, PA 17101-1923

717-783-5048 (Utilities Only)

Toll free: 1-800-684-6560

Fax: 717-783-7152

E-mail: consumer@paoca.org

www.oca.state.pa.us

Pennsylvania Office of Attorney 

General

Bureau of Consumer Protection

16th Floor, Strawberry Square

Harrisburg, PA 17120

717-787-3391

Toll free: 1-800-441-2555 

Toll free: 1-888-520-6680 (Home 

Improvement)

Toll free: 1-866-623-2137 (Elder Abuse)

Fax: 717-787-8242

www.attorneygeneral.gov
State, County and City Consumer Protection Offices

135

Regional Offices

Allentown Regional Office - 

Bureau of Consumer Protection

Office of Attorney General

801 Hamilton St., 4th Floor

Allentown, PA 18101

610-821-6690

Toll free: 1-800-441-2555

Fax: 610-821-6529

www.attorneygeneral.gov

Ebensburg Regional Office - 

Bureau of Consumer Protection

Office of Attorney General

171 Lovell Ave., Suite 202

Ebensburg, PA 15931

814-471-1831

Fax: 814-471-1840

www.attorneygeneral.gov

Erie Regional Office - Bureau of 

Consumer Protection

Office of the Attorney General

1001 State St., 10th floor

Erie, PA 16501

814-871-4371

Fax: 814-871-4848

www.attorneygeneral.gov

Harrisburg Regional Office - 

Bureau of Consumer Protection

Office of Attorney General

301 Chestnut St., Suite 105

Harrisburg, PA 17101

717-787-7109

Fax: 717-772-3560

www.attorneygeneral.gov

Philadelphia Regional Office - 

Bureau of Consumer Protection

Office of Attorney General

21 South 12th St., 2nd Floor

Philadelphia, PA 19107

215-560-2414

Fax: 215-560-2494

www.attorneygeneral.gov

Pittsburgh Regional Office - 

Bureau of Consumer Protection

Office of Attorney General

Manor Building, 6th Floor

564 Forbes Ave.

Pittsburgh, PA 15219

412-565-5135

Toll free: 1-800-441-2555

Fax: 412-880-0196

www.attorneygeneral.gov

Scranton Regional Office - 

Bureau of Consumer Protection

Office of Attorney General

100 Samter Building

101 Penn Ave.

Scranton, PA 18503

570-963-4913

Toll free: 1-800-441-2555

Fax: 570-963-3418

www.attorneygeneral.gov

State College Regional Office - 

Bureau of Consumer Protection

417 East Calder Way Ave., Suite 2

State College, PA 16801

814-863-3900

Fax: 814-863-6555

www.attorneygeneral.gov

County Offices

Bucks County Consumer 

Protection, Weights & Measures

50 North Main St.

Doylestown, PA 18901

215-348-7442

Toll free: 1-800-942-2669

Fax: 215-348-4570

www.buckscounty.org

Delaware County Consumer 

Affairs

Government Center Building

201 West Front St.

Media, PA 19063

610-891-4865

Fax: 610-566-3947

www.co.delaware.pa.us/

consumeraffairs

Beaver County Alliance for 

Consumer Protection

469 Constitution Blvd., Route 51

New Brighton, PA 15066

724-770-2078

Fax: 724-770-2079

www.acp-beaver.org

Puerto Rico

State Offices

Puerto Rico Dept. de Asuntos Del 

Consumidor

Apartado 41059

Minillas Station

Santurce, PR 00940

787-722-7555

Fax: 787-726-0077

www.daco.gobierno.pr

Rhode Island

State Offices

Rhode Island Dept. of Attorney 

General

Consumer Protection Unit

150 South Main St.

Providence, RI 02903

401-274-4400

401-453-0410

Fax: 401-222-5110

E-mail: contactus@riag.ri.gov

www.riag.state.ri.us

South Carolina

State Offices

South Carolina Dept. of 

Consumer Affairs

3600 Forest Dr., 3rd floor

PO Box 5757

Columbia, SC 29250-5757

803-734-4200

Toll free: 1-800-922-1594

Toll free: 1-877-734-4215 

Fax: 803-734-4286

E-mail: scdca@scconsumer.gov

www.scconsumer.gov

South Dakota

State Offices

South Dakota Office of the 

Attorney General

Consumer Affairs

1302 E. Hwy. 14, Suite 3

Pierre, SD 57501-8503

605-773-4400

Toll free: 1-800-300-1986

TTY: 605-773-6585

Fax: 605-773-7163

E-mail: consumerhelp@state.sd.us

www.state.sd.us/atg
State, County and City Consumer Protection Offices

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

136

Tennessee

State Offices

Tennessee Division of Consumer 

Affairs

500 James Robertson Pkwy., 5th 

Floor

Nashville, TN 37243-0600

615-741-4737

Toll free: 1-800-342-8385 

Fax: 615-532-4994

E-mail: consumer.affairs@tn.gov

www.tn.gov/consumer

Tennessee Office of the Attorney 

General

Consumer Advocate and Protection 

Division

PO Box 20207

Nashville, TN 37202-0207

615-741-1671

Fax: 615-532-2910

www.attorneygeneral.state.tn.us

Texas

State Offices

Texas Office of the Attorney 

General

Consumer Protection Dept.

PO Box 12548

Austin, TX 78711-2548

512-463-2100

Toll free: 1-800-621-0508

Fax: 512-473-8301

www.oag.state.tx.us

Regional Offices

Office of the Attorney GeneralDallas Region

Consumer Protection Division

1412 Main St., Suite 810

Dallas, TX 75202

214-969-5310

Toll free: 1-800-621-0508

Fax: 214-969-7615

www.oag.state.tx.us

Office of the Attorney General- El 

Paso Region

Consumer Protection Division

401 East Franklin Ave., Suite 530

El Paso, TX 79901

915-834-5800

Toll free: 1-800-621-0508

Fax: 915-542-1546

www.oag.state.tx.us

Houston Regional Office - 

Consumer Protection

Office of the Attorney General

808 Travis, Suite 1520

Houston, TX 77002-1702

713-223-5886

Toll free: 1-800-252-8011

Toll free: 1-800-621-0508

Fax: 713-223-5821

www.oag.state.tx.us

Office of the Attorney GeneralLubbock Region

Consumer Protection Division

4630 50th St., Suite 500

Lubbock, TX 79414-3520

806-747-5238

Toll free: 1-800-621-0508

Fax: 806-747-6307

www.oag.state.tx.us

Office of the Attorney GeneralMcAllen Region

Consumer Protection Division

3201 North McColl Rd., Suite B

McAllen, TX 78501-1685

956-682-4547

Toll free: 1-800-252-8011

Toll free: 1-800-621-0508

Fax: 956-682-1957

www.oag.state.tx.us

Office of the Attorney GeneralSan Antonio Region

Consumer Protection Division

115 East Travis St., Suite 925

San Antonio, TX 78205-1605

210-224-1007

Toll free: 1-800-252-8011

Toll free: 1-800-621-0508

Fax: 210-225-1075

www.oag.state.tx.us

County Offices

Dallas County District Attorney’s 

Office

Check Division/ID Fraud

133 N. Industrial Blvd., LB 19

Dallas, TX 75207

214-653-3672

www.dallasda.com

Harris County Consumer Fraud 

Division

District Attorney’s Office

1201 Franklin, Suite 600

Houston, TX 77002-1923

713-755-5836

app.dao.hctx.net

Utah

State Offices

Utah Dept. of Commerce

Division of Consumer Protection

160 East 300 South

PO Box 146704

Salt Lake City, UT 84114-6704

801-530-6601

Fax: 801-530-6001

E-mail: consumerprotection@utah.

gov

www.consumerprotection.utah.gov

Vermont

State Offices

Vermont Office of the Attorney 

General

Consumer Assistance Program

206 Morrill Hall, UVM

Burlington, VT 05405

802-656-3183

Toll free: 1-800-649-2424

Fax: 802-656-1423

E-mail: consumercomplaint@atg.

state.vt.us

www.atg.state.vt.us

Vermont Agency of Agriculture, 

Food, and Markets

Food Safety and Consumer 

Protection

116 State St.

Montpelier, VT 05620

802-828-2436

Fax: 802-828-5983

www.vermontagriculture.com
State, County and City Consumer Protection Offices

137

Virgin Islands

Virgin Islands Offices

Virgin Islands Dept. of Licensing 

and Consumer Affairs

3000 Golden Rock Shopping Center, 

Suite 9

Christiansted, VI 00820-4311

340-773-2226

Fax: 340-778-8250

www.dlca.gov.vi

Virgin Islands Dept. of Licensing 

and Consumer Affairs

Property and Procurement Bldg.

8201 Sub Base, Suite 1

St. Thomas, VI 00802

340-774-3130

Fax: 340-776-0675

www.dlca.gov.vi

Virginia

State Offices

Dept. of Agriculture and 

Consumer Services

PO Box 1163

Richmond, VA 23218

804-786-2042

Toll free: 1-800-552-9963 (VA)

Toll free: 1-800-828-1120

Fax: 804-225-2666

E-mail: webmaster.vdacs@vdacs.

virginia.gov

www.vdacs.virginia.gov

Virginia 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.vaag.com/consumer

County Offices

Fairfax County Dept. of Cable 

Communications and Consumer 

Protection

12000 Government Center Pkwy., 

Suite 433

Fairfax, VA 22035

703-222-8435 (General)

TTY: 711

Fax: 703-324-3900

www.fairfaxcounty.gov/consumer.

htm

City Offices

Alexandria Office of Consumer 

Affairs

City Hall, 301 King St., Room 1900

Alexandria, VA 22313

703-838-4350

Fax: 703-838-6426

www.alexandriava.gov/citizen

Office of the Commonwealth’s 

Attorney

Consumer Affairs Division

Judicial Center, Building 10B

2425 Nimmo Pkwy.

Virginia Beach, VA 23456

757-385-5836

Fax: 757-385-8779

E-mail: OCACAAdmin@vbgov.com

www.vbgov.com/dept/oca/

Washington

State Offices

(see Regional Consumer Resource 

Centers)

Toll free: 1-800-551-4636

Toll free: 1-800-833-6384

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., Suite 308

Bellingham, WA 98225-4728

360-738-6185

Toll free: 1-800-551-4636 (WA)

Toll free: 1-800-833-6384

Fax: 360-738-6190

www.atg.wa.gov

Seattle Consumer Resource 

Center (King, Snohomish, Clallam 

and Jefferson Counties)

Office of the Attorney General

800 Fifth Ave., Suite 2000

Seattle, WA 98104

206-464-6684

Toll free: 1-800-551-4636

Toll free: 1-800-833-6384

Fax: 206-389-2801

www.atg.wa.gov

Spokane Consumer Resource 

Center (Northeast Washington)

Office of the Attorney General

1116 West Riverside

Spokane, WA 99201-1194

509-456-3123

Toll free: 1-800-551-4636

Toll free: 1-800-833-6384

Fax: 509-458-3548

www.atg.wa.gov

Tacoma Consumer Resource 

Center (Pierce, Mason, Grays

Harbor and Kitsap Counties)

Consumer Protection Division

Office of the Attorney General

PO Box 2317

Tacoma, WA 98401-2317

253-593-2904

Toll free: 1-800-551-4636

Toll free: 1-800-833-6384

Fax: 253-593-2449

www.atg.wa.gov

Vancouver Consumer Resource 

Center (Southwest Washington)

Office of the Attorney General

1220 Main St., Suite 549

Vancouver, WA 98660-2964

360-759-2150

Toll free: 1-800-551-4636

Toll free: 1-800-833-6384

Fax: 360-759-2159

www.atg.wa.gov/consumer
State, County and City Consumer Protection Offices

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

138

County Offices

Racine County Sheriff’s Dept.

Consumer Fraud Investigation

717 Wisconsin Ave.

Racine, WI 53403

262-636-3126

Toll free: 1-800-242-4202

Fax: 262-637-5279

E-mail: RCSheriff@goracine.org

www.racineco.com

Wyoming

State Offices

Office of the Attorney General 

Consumer Protection Unit

123 State Capitol

200 W. 24th St.

Cheyenne, WY 82002

307-777-7874

Toll free: 1-800-438-5799

Fax: 307-777-7956

attorneygeneral.state.wy.us

West Virginia

State Offices

Office of the Attorney General

Consumer Protection Division

PO Box 1789

Charleston, WV 25326-1789

304-558-8986

Toll free: 1-800-368-8808

Fax: 304-558-0184

E-mail: consumer@wvago.gov

www.wvago.gov

Wisconsin

State Offices

Dept. of Agriculture, Trade and 

Consumer Protection

PO Box 8911

2811 Agriculture Dr.

Madison, WI 53708-8911

608-224-4976

Toll free: 1-800-422-7128

TTY: 608-224-5058

Fax: 608-224-4939

E-mail: hotline@datcp.state.wi.us

www.datcp.state.wi.us

Regional Offices

Dept. of Agriculture, Trade & 

Consumer Protection- Northeast 

Regional Office

200 North Jefferson St., Suite 146A

Green Bay, WI 54301

920-448-5110

Toll free: 1-800-422-7128

Fax: 920-448-5118

E-mail: hotline@datcp.state.wi.us

www.datcp.state.wi.us

Dept. of Agriculture, Trade and 

Consumer Protection - Southeast 

Regional Office

10930 West Potter Rd., Suite C

Milwaukee, WI 53226-3450

414-266-1231

Toll free: 1-800-422-7128

Fax: 414-266-1235

E-mail: hotline@datcp.state.wi.us

www.datcp.state.wi.us
State Banking Authorities

139

Alabama

State Banking Dept.

PO Box 4600

Montgomery, AL 36103-4600

334-242-3452

Toll free: 1-866-465-2279

Fax: 334-242-3500

www.banking.alabama.gov

Alaska

Dept. of Commerce, Community 

and Economic Development

PO Box 110807

Juneau, AK 99811-0807

907-465-2521

Toll free: 1-888-925-2521

TTY: 907-465-5437

Fax: 907-465-2549

E-mail: dbsc@commerce.state.

ak.us

www.commerce.state.ak.us/bsc/

home.htm

Arizona

Dept. of Financial Institutions

2910 North 44th St., Suite 310

Phoenix, AZ 85018

602-771-2800

Fax: 602-381-1225

E-mail: consumeraffairs@azdfi.gov

www.azdfi.gov

Arkansas

State Bank Dept.

400 Hardin Rd., Suite 100

Little Rock, AR 72211

501-324-9019

Fax: 501-324-9028

E-mail: asbd@banking.state.ar.us

www.arkansas.gov/bank

California

State Dept. of Financial 

Institutions

45 Fremont St., Suite 1700

San Francisco, CA 94105-2219

415-263-8500

916-322-0622

Toll free: 1-800-622-0620

Fax: 415-263-8830

E-mail: consumer@dfi.ca.gov

www.dfi.ca.gov

Colorado

Division of Banking

Dept. of Regulatory Agencies

1560 Broadway, Suite 975

Denver, CO 80202

303-894-7575

Fax: 303-894-7570

E-mail: banking@dora.state.co.us

www.dora.state.co.us/banking

Connecticut

Government Relations and 

Consumer Affairs

260 Constitution Plaza

Hartford, CT 06103

860-240-8299

Toll free: 1-800-831-7225

Fax: 860-240-8178

www.state.ct.us/dob

Delaware

Office of the State Bank 

Commissioner

555 East Loockerman St., Suite 210

Dover, DE 19901

302-739-4235

Fax: 302-739-2356

www.banking.delaware.gov

District of Columbia

Dept. of Insurance, Securities and 

Banking

810 First St., NE, Suite 701

ATTN: Consumer Protection 

Advocate

Washington, DC 20002

202-727-8000

202-442-7843

E-mail: disb@dc.gov

www.disb.dc.gov

Florida

Office of Financial Regulation

Division of Financial Institutions

200 East Gaines St.

Tallahassee, FL 32399-0371

850-410-9800

Toll free: 1-800-848-3792

E-mail: ofr@flofr.com

www.flofr.com

Georgia

Dept. of Banking and Finance

2990 Brandywine Rd., Suite 200

Atlanta, GA 30341-5565

770-986-1633

Toll free: 1-888-986-1633

Fax: 770-986-1657

www.gadbf.org

Hawaii

Dept. of Commerce and 

Consumer Affairs

PO Box 2054

Honolulu, HI 96805

808-586-2820

Toll free: 1-800-274-3141 (Kauai)

Toll free: 984-2400, 6-2820# (Maui)

Toll free: 974-4000, 6-2820# (HI)

TTY: 808-586-2820

Fax: 808-586-2818

E-mail: dfi@dcca.hawaii.gov

www.hawaii.gov/dcca/dfi

Idaho

Dept. of Finance

Financial Institutions Bureau

PO Box 83720

Boise, ID 83720-0031

208-332-8000

Toll free: 1-888-346-3378

Fax: 208-332-8098

E-mail: finance@finance.idaho.gob

www.finance.idaho.gov

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 102. Also see “Banking” on page 2.
State Banking Authorities

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

140

Illinois

Division of Banks and Real Estate

122 S. Michigan Ave., Suite 1900

Chicago, IL 60603

312-793-3000

Toll free: 1-877-793-3470

TTY: 312-793-0291

Fax: 312-793-7097

www.idfpr.com

Indiana

Dept. of Financial Institutions

30 S. Meridian St., Suite 300

Indianapolis, IN 46204

317-232-3955

Toll free: 1-800-382-4880

Fax: 317-232-7655

www.in.gov/dfi

Iowa

Division of Banking

200 East Grand, Suite 300

Des Moines, IA 50309-1827

515-281-4014

Fax: 515-281-4862

www.idob.state.ia.us

Kansas

Office of the State Bank 

Commissioner

700 SW Jackson St., Suite 300

Topeka, KS 66603-3714

785-296-2266

Toll free: 1-877-387-8523 (Consumer 

Helpline)

Fax: 785-296-0168

www.osbckansas.org

Kentucky

Dept. of Financial Institutions

1025 Capitol Center Dr., Suite 200

Frankfort, KY 40601

502-573-3390

Toll free: 1-800-223-2579

Fax: 502-573-0086

E-mail: kfi@ky.gov

www.kfi.ky.gov

Louisiana

Office of Financial Institutions

PO Box 94095

Baton Rouge, LA 70804-9095

225-925-4660

Fax: 225-925-4548

E-mail: ofila@ofi.louisiana.gov

www.ofi.state.la.us

Maine

Bureau of Financial Institutions

36 State House Station

Augusta, ME 04333-0036

207-624-8570

Toll free: 1-800-965-5235

TTY: 207-624-8563

Fax: 207-624-8590

www.maine.gov/pfr/financialinstitutions

Maryland

Commisioner of Financial 

Regulation

500 North Calvert St., Suite 402

Baltimore, MD 21202

410-230-6100

Toll free: 1-888-784-0136

TTY: 410-767-2117

Fax: 410-333-0475 or 410-333-3866

E-mail: finreg@dllr.state.md.us

www.dllr.state.md.us/finance

Massachusetts

Division of Banks

One South Station, 3rd Floor

Boston, MA 02110

617-956-1500

617-956-1501 (Consumer Line)

Toll free: 1-800-495-2265

TTY: 617-956-1577

Fax: 617-956-1599

www.mass.gov/dob

Michigan

Office of Financial and Insurance 

Regulation

PO Box 30220

Lansing, MI 48909-7720

517-373-0220

Toll free: 1-877-999-6442

Fax: 517-335-4978

E-mail: ofir-fin-info@michigan.gov

www.michigan.gov/ofir

Minnesota

Financial Examinations Division

Dept. of Commerce

85 Seventh Pl. E., Suite 500

St. Paul, MN 55101

651-296-2135

TTY: 651-296-2860

Fax: 651-296-8591

E-mail: financial.commerce@state.

mn.us

www.commerce.state.mn.us

Mississippi

Dept. of Banking and Consumer 

Finance

901 Woolfolk Building, Suite A

501 N. West St.

Jackson, MS 39201

601-359-1031

Toll free: 1-800-844-2499 

Fax: 601-359-3557

E-mail: webmaster@dbcf.state.

ms.us

www.dbcf.state.ms.us

Missouri

Dept. of Finance

PO Box 716

301 W. High St., Room 630

Jefferson City, MO 65102

573-751-3242

Fax: 573-751-9192

E-mail: finance@dof.mo.gov

www.missouri-finance.org

Montana

Division of Banking and Financial 

Institutions

301 South Park, Suite 316

PO Box 200546

Helena, MT 59620-0546

406-841-2920

Toll free: 1-800-914-8423

TTY: 406-444-1421

Fax: 406-841-2930

www.banking.mt.gov

Nebraska

Dept. of Banking and Finance

PO Box 95006

Lincoln, NE 68509-5006

402-471-2171

Toll free: 1-877-471-3445

Fax: 402-471-3062

www.ndbf.org

Nevada

Dept. of Business & Industry

PO Box 3239

Carson City, NV 89702

702-486-4120

Toll free: 1-866-858-8951

Fax: 702-486-4563

E-mail: FIDMaster@fid.state.nv.us

www.fid.state.nv.us
State Banking Authorities

141

New Hampshire

State Banking Dept.

53 Regional Dr., Suite 200

Concord, NH 03301

603-271-3561

Toll free: 1-800-437-5991

TTY: 1-800-735-2964

Fax: 603-271-1090

E-mail: nhbd@banking.state.nh.us

www.nh.gov/banking

New Jersey

Dept. of Banking and Insurance

PO Box 040

Trenton, NJ 08625

609-292-7272

Toll free: 1-800-446-7467

Fax: 609-777-0508

www.njdobi.org/

New Mexico

Financial Institutions Division

Regulation and Licensing Dept.

2550 Cerrillos Rd., 3rd Floor

Santa Fe, NM 87505

505-476-4885

Fax: 505-476-4670

www.rld.state.nm.us/FID/

New York

Banking Dept.

Consumer Help Unit

One State St.

New York, NY 10004-1417

212-709-3530

Toll free: 1-877-226-5697

Fax: 212-709-1673

E-mail: consumer@banking.state.

ny.us

www.banking.state.ny.us

North Carolina

Commissioner of Banks

4309 Mail Service Center

Raleigh, NC 27699-4309

919-733-3016

Toll free: 1-888-384-3811

Fax: 919-733-6918

www.nccob.org

North Dakota

Dept. of Financial Institutions

2000 Schafer St.

Suite G

Bismarck, ND 58501-1204

701-328-9933

TTY: 1-800-366-6888

Fax: 701-328-0290

E-mail: dfi@nd.gov

www.nd.gov/dfi

Ohio

Division of Financial Institutions

Dept. of Commerce

77 South High St., 21st Floor

Columbus, OH 43215-6120

614-728-8400

Toll free: 1-866-278-0003

TTY: 1-800-750-0750

Fax: 614-728-0380

E-mail: webdfi@dfi.com.state.oh.us

www.com.ohio.gov/fiin

Oklahoma

State Banking Dept.

2900 North Lincoln Blvd.

Oklahoma City, OK 73105

405-521-2782

Fax: 405-522-2993

www.osbd.state.ok.us

Oregon

Dept. of Consumer & Business 

Services

Division of Finance and Corporate 

Securities

PO Box 14480

Salem, OR 97309-0405

503-378-4140

Toll free: 1-866-814-9710

Fax: 503-947-7862

E-mail: dcbs.dfcsmail@state.or.us

www.dfcs.oregon.gov

Pennsylvania

Dept. of Banking

17 N. Second St., Suite 1300

Harrisburg, PA 17101-2290

717-787-2665

Toll free: 1-800-722-2657

TTY: 1-800-679-5070

Fax: 717-787-8773

E-mail: ra-pabanking@state.pa.us

www.banking.state.pa.us

Puerto Rico

Office of the Commissioner of 

Financial Institutions

PO Box 11855

San Juan, PR 00910-3855

787-723-3131

www.cif.gov.pr

Rhode Island

Division of Banking

Dept. of Business Regulation

1511 Pontiac Ave.

Cranston, RI 02920

401-462-9503

Fax: 401-462-9559

E-mail: bankinquiry@dbr.state.ri.us

www.dbr.state.ri.us

South Carolina

Office of the Commissioner of 

Banking

State Board of Financial Institutions

1205 Pendleton St., Suite 305

Columbia, SC 29201

803-734-2001

Fax: 803-734-2013

www.banking.sc.gov

South Dakota

Division of Banking

217 1⁄2 W. Missouri Ave.

Pierre, SD 57501-4590

605-773-3421

Fax: 866-326-7504

E-mail: drr.banking.info@state.sd.us

www.state.sd.us/banking

Tennessee

Consumer Resources Division

414 Union St., Suite 1000

Nashville, TN 37219

615-253-2023

Toll free: 1-800-778-4215

Fax: 615-253-7794

E-mail: TDFI.ConsumerResources@

state.tn.us
State Banking Authorities

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

142

www.tennessee.gov/tdfi

Texas

Dept. of Banking

2601 North Lamar Blvd., Suite 201

Austin, TX 78705

512-475-1300

Toll free: 1-877-276-5554 (Consumer 

Hotline)

Fax: 512-475-1313

E-mail: consumer.complaints@

banking.state.tx.us

www.banking.state.tx.us

Utah

Dept. of Financial Institutions

PO Box 146800

Salt Lake City, UT 84114-6800

801-538-8830

Fax: 801-538-8894

www.dfi.utah.gov

Vermont

Dept. of Banking, Insurance, 

Securities and Health Care 

Administration

89 Main St., Drawer 20

Montpelier, VT 05620-3101

802-828-3301

802-828-3307

Fax: 802-828-1477

E-mail: bankdiv@bishca.state.vt.us

www.bishca.state.vt.us

Virgin Islands

Office of the Lt. Governor

No. 5049 Kongen’s Gade

Charlotte Amalie

St. Thomas, VI 00802

340-774-7166

Fax: 340-774-9458

www.ltg.gov.vi

Virginia

Bureau of Financial Institutions

PO Box 640

Richmond, VA 23218

804-371-9657

804-371-9705

Toll free: 1-800-552-7945

TTY: 804-371-9206

Fax: 804-371-9416

E-mail: bfiquestions@scc.virginia.

gov

www.scc.virginia.gov

Washington

Dept. of Financial Institutions

PO Box 41200

Olympia, WA 98504-1200

360-902-8700

Toll free: 1-877-746-4664

TTY: 360-664-8126

Fax: 360-586-5068

www.dfi.wa.gov

West Virginia

Division of Banking

One Players Club Dr., Suite 300

Charleston, WV 25311

304-558-2294

Toll free: 1-800-642-9056 (WV)

Fax: 304-558-0442

www.wvdob.org

Wisconsin

Dept. of Financial Institutions

Division Of Banking

PO Box 7876

Madison, WI 53707-7876

608-261-7578

Toll free: 1-800-452-3328

TTY: 608-266-8818

Fax: 608-264-7968

E-mail: askthesecretary@dfi.state.

wi.us

www.wdfi.org

Wyoming

Division of Banking

122 West 25th St.

Herschler Bldg., 3rd Floor, East

Cheyenne, WY 82002

307-777-7797

Fax: 307-777-3555

audit.state.wy.us/banking
State Insurance Regulators

143

Alabama

Dept. of Insurance

PO Box 303351

Montgomery, AL 36130-3351

334-241-4141 (Consumer Services)

334-269-3550

Fax: 334-241-4192

E-mail: ConsumerServices@

insurance.alabama.gov

www.aldoi.gov

Alaska

Division of Insurance

Dept. of Commerce, Community 

and Economic Development

Robert B. Atwood Building

550 W. 7th Ave., Suite 1560

Anchorage, AK 99501-3567

907-269-7900

TTY: 907-465-5437

Fax: 907-269-7910

E-mail: insurance@alaska.gov

www.commerce.state.ak.us/insurance

Division of Insurance

Dept. of Commerce, Community 

and Economic Development

PO Box 110805

Juneau, AK 99811-0805

907-465-2515

TTY: 907-465-5437

Fax: 907-465-3422

E-mail: insurance@alaska.gov

www.commerce.state.ak.us/insurance

Arizona

Dept. of Insurance

Consumer Affairs Division

2910 North 44th St., Suite 210

Phoenix, AZ 85018-7269

602-364-2499

602-364-3100

Toll free: 1-800-325-2548

Fax: 602-364-2505

E-mail: consumers@azinsurance.

gov

www.id.state.az.us

Arkansas

Insurance Dept.

Consumer Services Division

1200 W. Third St.

Little Rock, AR 72201-1904

501-371-2640 (Consumer Services)

501-371-2600

Toll free: 1-800-282-9134

Toll free: 1-800-852-5494 (Consumer 

Services)

Toll free: 1-866-660-0888 (Criminal 

Investigations - Insurance Fraud)

Fax: 501-371-2749

E-mail: insurance.consumers@

arkansas.gov

www.insurance.arkansas.gov

California

California Dept. of Insurance

Consumer Services Division

300 S. Spring St., South Tower

Los Angeles, CA 90013

213-897-8921

Toll free: 1-800-927-4357

TTY: 1-800-482-4833

www.insurance.ca.gov

Dept.. of Managed Health Care,

California HMO Help Center

980 Ninth St., Suite 500

Sacramento, CA 95814-2725

Toll free: 1-888-466-2219

TTY: 1-877-688-9891

Fax: 916-255-5241

E-mail: GenInfo@dmhc.ca.gov

www.hmohelp.ca.gov

Colorado

Division of Insurance

1560 Broadway, Suite 850

Denver, CO 80202

303-894-7499 (Consumer 

Information)

303-894-7490

Toll free: 1-800-930-3745

TTY: 711

Fax: 303-894-7455

E-mail: insurance@dora.state.co.us

www.dora.state.co.us/Insurance

Connecticut

Insurance Dept.

Consumer Affairs Division

PO Box 816

Hartford, CT 06142-0816

860-297-3800

Toll free: 1-800-203-3447

Fax: 860-566-7410

E-mail: cid.ca@ct.gov

www.ct.gov/cid

Delaware

Delaware Insurance Dept.

841 Silver Lake Blvd.

Dover, DE 19904

302-674-7310

Toll free: 1-800-282-8611

Fax: 302-739-6278

E-mail: consumer@state.de.us

www.delawareinsurance.gov

District of Columbia

Dept. of Insurance, Securities and 

Banking

Consumer Protection Advocate

810 First St., NE, Suite 701

Washington, DC 20002

202-727-8000

202-442-7843

Fax: 202-535-1194

E-mail: disb@dc.gov

www.disb.dc.gov

Florida

Dept. of Financial Services

200 East Gaines St.

Tallahassee, FL 32399-0305

850-413-3140

Toll free: 1-877-693-5236

TTY: 1-800-640-0886

Fax: 850-488-2349

www.floir.com

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 (p. 27). 

If you have a question or complaint about your insurance company's policies, contact the company before 

you contact the state insurance regulator.
State Insurance Regulators

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

144

Georgia

Insurance and Safety Fire 

Commissioner

Two Martin Luther King, Jr. Dr.

West Tower, Suite 716

Atlanta, GA 30334

404-656-2070

Toll free: 1-800-656-2298

TTY: 711

Fax: 404-657-8542

www.gainsurance.org

Hawaii

Insurance Division

Dept. of Commerce and Consumer 

Affairs

PO Box 3614

Honolulu, HI 96811

808-586-2790

Fax: 808-586-2806

E-mail: insurance@dcca.hawaii.gov

www.hawaii.gov/dcca/areas/ins

Idaho

Dept. of Insurance

Consumer Affairs Bureau

700 W. State St.

PO Box 83720

Boise, ID 83720-0043

208-334-4250

Toll free: 1-800-721-3272

Fax: 208-334-4398

www.doi.idaho.gov

Illinois

Division of Insurance- Chicago

Dept. of Financial and Professional 

Regulation

100 W. Randolph St., Suite 9-301

Chicago, IL 60601-3395

312-814-2427

TTY: 312-814-2603

Fax: 312-814-5416

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

www.insurance.illinois.gov

Division of Insurance- Springfield

Dept. of Financial and Professional 

Regulation

320 W. Washington St.

Springfield, IL 62767-0001

217-782-4515

Toll free: 1-877-527-9431 (Office of 

Consumer Health Insurance)

Toll free: 1-866-445-5364 (Consumer 

Assistance Hotline)

TTY: 217-524-4872

Fax: 217-782-5020 or 217-558-2083 

(Complaints)

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

www.insurance.illinois.gov

Indiana

Dept. of Insurance

Consumer Services Division

311 W. Washington St., Suite 300

Indianapolis, IN 46204

317-232-2395

Toll free: 1-800-622-4461

Fax: 317-234-2103

E-mail: idoi@IN.gov

www.in.gov/idoi

Iowa

Division of Insurance

330 Maple St.

Des Moines, IA 50319-0065

515-281-5705

Toll free: 1-877-955-1212

Fax: 515-281-3059

www.iid.state.ia.us

Kansas

Kansas Insurance Dept.

Consumer Assistance Division

420 SW 9th St.

Topeka, KS 66612

785-296-3071

Toll free: 1-800-432-2484 (Kansas 

Only)

TTY: 1-877-235-3151

Fax: 785-296-7805

E-mail: commissioner@ksinsurance.

org

www.ksinsurance.org

Kentucky

Dept. of Insurance

Consumer Protection and Education 

Division

PO Box 517

Frankfort, KY 40602-0517

502-564-6034

Toll free: 1-800-595-6053

TTY: 1-800-462-2081

Fax: 502-564-6090

insurance.ky.gov/kentucky

Louisiana

Dept. of Insurance

1702 N. Third St.

Baton Rouge, LA 70802

225-342-0895

225-342-5900

Toll free: 1-800-259-5300

Toll free: 1-800-259-5301

Fax: 254-342-3078

E-mail: public@ldi.state.la.us

www.ldi.state.la.us

Maine

Bureau of Insurance

34 State House Station

Augusta, ME 04333-0034

207-624-8475

Toll free: 1-800-300-5000

TTY: 1-888-577-6690

Fax: 207-624-8599

E-mail: Insurance.PFR@maine.gov

www.maine.gov/insurance

Maryland

Insurance Administration

Consumer Division

525 St. Paul Pl.

Baltimore, MD 21202

410-468-2000

Toll free: 1-800-492-6116

TTY: 1-800-735-2258

Fax: 410-468-2260 (Life & Health)

 410-468-2334 (Property & Casualty)

www.mdinsurance.state.md.us

Massachusetts

Division of Insurance

Consumer Service Section

One South Station, 5th Floor

Boston, MA 02110

617-521-7794

617-521-7777 (Consumer Hotline)

Fax: 617-521-7575

www.state.ma.us/doi
State Insurance Regulators

145

Michigan

Office of Financial and Insurance 

Regulation

PO Box 30220

Lansing, MI 48909

517-373-0220

Toll free: 1-877-999-6442

Fax: 517-335-4978

E-mail: ofir-ins-info@michigan.gov

www.michigan.gov/ofir

Minnesota

Dept. of Commerce

Market Assurance Division

85 7th Pl. East

Suite 500

St. Paul, MN 55101

651-296-2488

Toll free: 1-800-657-3602

TTY: 651-296-2860

Fax: 651-296-4328

E-mail: market.assurance@state.

mn.us

www.insurance.mn.gov

Mississippi

Dept. of Insurance

PO Box 79

Jackson, MS 39205

601-359-3569

Toll free: 1-800-562-2957

Fax: 601-359-1077

E-mail: consumer@mid.state.ms.us

www.mid.state.ms.us

Missouri

Missouri Dept. of Insurance,

Financial, and Professional 

Registration

Consumer Affairs Division

PO Box 690

Jefferson City, MO 65102-0690

573-751-2640

573-751-4126

Toll free: 1-800-726-7390

TTY: 573-526-4536

Fax: 573-526-4898

www.insurance.mo.gov

Montana

State Auditor’s Office

Insurance Division

840 Helena Ave.

Helena, MT 59601

406-444-2040

Toll free: 1-800-332-6148

TTY: 406-444-3246

Fax: 406-444-3497

E-mail: stateauditor@mt.gov

www.sao.mt.gov

Nebraska

Dept. of Insurance

Terminal Building

941 O St., Suite 400

Lincoln, NE 68508-3690

402-471-0888 (In Lincoln)

402-471-2201

Toll free: 1-877-564-7323

TTY: 1-800-833-7352

Fax: 402-471-6559

E-mail: DOI.ConsumerAffairs@

nebraska.gov

www.doi.ne.gov

Nevada

Division of Insurance

Dept. of Business & Industry

788 Fairview Dr., Suite 300

Carson City, NV 89701

775-687-4270

Fax: 775-687-3937

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

www.doi.state.nv.us/

Division of Insurance

Dept. of Business & Industry

2501 E Sahara Ave #302

Las Vegas, NV 89104

702-486-4009

Fax: 702-486-4007

www.doi.state.nv.us/

New Hampshire

Dept. of Insurance

21 South Fruit St., Suite 14

Concord, NH 03301

603-271-2261

Toll free: 1-800-852-3416

TTY: 1-800-735-2964

Fax: 603-271-1406

E-mail: consumerservices@ins.

nh.gov

www.nh.gov/insurance

New Jersey

Dept. of Banking and Insurance

Consumer Inquiry and Case 

Preparation Unit

PO Box 471

Trenton, NJ 08625-0471

609-292-7272

Toll free: 1-800-446-7467

Fax: 609-777-0508

www.njdobi.org

New Mexico

Dept. of Insurance

PO Box 1269

Santa Fe, NM 87504-1269

505-827-4601

Toll free: 1-888-427-5772

Fax: 505-827-4253

www.nmprc.state.nm.us

New York

Consumer Services Bureau

NYS Insurance Dept.

One Commerce Plaza

Albany, NY 12257

518-474-6600

Toll free: 1-800-342-3736

E-mail: consumers@ins.state.ny.us

www.ins.state.ny.us

Consumer Services Bureau

Insurance Dept.

25 Beaver St.

New York, NY 10004

212-480-6400

Toll free: 1-800-342-3736

E-mail: consumers@ins.state.ny.us

www.ins.state.ny.us

North Carolina

Dept. of Insurance

1201 Mail Service Center

Raleigh, NC 27699-1201

919-807-6750 (Consumer Services) 

919-733-3058

Toll free: 1-800-546-5664 (Consumer 

Services)

Fax: 919-733-6495

E-mail: consumer@ncdoi.net

www.ncdoi.com
State Insurance Regulators

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

146

North Dakota

Insurance Dept.

600 East Boulevard Ave.

State Capitol, 5th Floor

Bismarck, ND 58505-0320

701-328-2440

Toll free: 1-800-247-0560

TTY: 1-800-366-6888

Fax: 701-328-4880

E-mail: insurance@nd.gov

www.nd.gov/ndins

Ohio

Dept. of Insurance

Office of Consumer Services

50 West Town St., 3rd Floor

Suite 300

Columbus, OH 43215

614-644-2673

Toll free: 1-800-686-1526 (Consumer 

Hotline)

Toll free: 1-800-686-1527 (Fraud 

Hotline)

Toll free: 1-800-686-1578 (Senior 

Hotline)

TTY: 614-644-3745

Fax: 614-644-3744

www.ohioinsurance.gov

Oklahoma

Insurance Dept.

2401 N. W. 23rd St., Suite 28

PO Box 53408

Oklahoma City, OK 73152-3408

405-521-2991

Toll free: 1-800-522-0071

Fax: 405-521-6652

E-mail: feedback@insurance.state.

ok.us

www.ok.gov/oid

Oregon

Insurance Division

PO Box 14480

Salem, OR 97309-0405

503-947-7984

Toll free: 1-888-877-4894

Fax: 503-378-4351

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

www.insurance.oregon.gov

Pennsylvania

Insurance Dept.

1209 Strawberry Square

Harrisburg, PA 17120

717-787-2317

Toll free: 1-877-881-6388

TTY: 717-783-3898

Fax: 717-787-8585

E-mail: ra-in-consumer@state.pa.us

www.insurance.state.pa.us

Puerto Rico

Office of the Commissioner of 

Insurance

B5 Tabonuco St., Suite 216 PMB 356

Guaynabo, PR 00968-3029

787-722-8686

787-304-8686

Toll free: 1-888-722-8686

Fax: 787-273-6082

www.ocs.gobierno.pr

Rhode Island

Dept. of Business Regulation

1511 Pontiac Ave.

Cranston, RI 02920

401-462-9520

Fax: 401-462-9602

E-mail: InsuranceInquiry@dbr.state.

ri.us

www.dbr.state.ri.us

South Carolina

Dept. of Insurance

Consumer Services

PO Box 100105

Columbia, SC 29202-3105

803-737-6180

Toll free: 1-800-768-3467

Fax: 803-737-6231

E-mail: consumers@doi.sc.gov

www.doi.sc.gov

South Dakota

Division of Insurance

Dept. of Revenue and Regulation

445 E. Capital Ave.

Pierre, SD 57501

605-773-3563

Fax: 605-773-5369

E-mail: insurance@state.sd.us

www.state.sd.us/drr

Tennessee

Dept. of Commerce and Insurance

Consumer Affairs Division

500 James Robertson Pkwy.

Davy Crockett Tower

Nashville, TN 37243-0565

615-741-4737

615-741-2241

Toll free: 1-800-342-8385

Fax: 615-532-4994

www.tn.gov/commerce

Texas

Dept. of Insurance

Consumer Protection (111-1A)

PO Box 149091

Austin, TX 78714-9091

512-463-6515

Toll free: 1-800-252-3439

Fax: 512-475-1771

E-mail: consumerprotection@tdi.

state.tx.us

www.tdi.state.tx.us

Utah

Dept. of Insurance

State Office Bldg., Room 3110

Salt Lake City, UT 84114-6901

801-538-3800

Toll free: 1-800-439-3805

TTY: 801-538-3826

Fax: 801-538-3829

www.insurance.utah.gov

Vermont

Insurance Division- Consumer 

Services

Dept. of Banking, Insurance, 

Securities and Health Care 

Administration

89 Main St.

Montpelier, VT 05620-3101

802-828-3301

802-828-2900 (Health Insurance)

Toll free: 1-800-964-1784 

Toll free: 1-800-631-7788 (VT - Health 

Insurance)

Fax: 802-828-3306

www.bishca.state.vt.us

www.vthealthinsurance.info
State Insurance Regulators

147

Virgin Islands

Division of Banking and Insurance

No. 5049 Kongens Gade

St. Thomas, VI 00802

340-774-7166

Fax: 340-774-9458

www.ltg.gov.vi

Virginia

State Corporation Commission

PO Box 1157

Richmond, VA 23218

804-371-9741

804-371-9967

Toll free: 1-800-552-7945

TTY: 804-371-9206

E-mail: bureauofinsurance@scc.

virginia.gov

www.scc.virginia.gov

Washington

Office of the Insurance 

Commissioner

PO Box 40256

Olympia, WA 98504-0256

360-725-7080

Toll free: 1-800-562-6900

TTY: 360-586-0241

Fax: 360-586-2018

E-mail: cad@oic.wa.gov

www.insurance.wa.gov

West Virginia

Offices of the Insurance 

Commissioner

1124 Smith St.

PO Box 50540

Charleston, WV 25305-0540

304-558-3386

Toll free: 1-888-879-9842

TTY: 1-800-435-7381

Fax: 304-558-4965

E-mail: consumer.service@wvinsurance.gov

www.wvinsurance.gov

Wisconsin

Office of the Commissioner of 

Insurance

125 S. Webster St.

PO Box 7873

Madison, WI 53707-7873

608-266-0103

Toll free: 1-800-236-8517

TTY: Dial 711 and ask for 608-266-

3586

Fax: 608-264-8115

E-mail: ocicomplaints@wisconsin.

gov

www.oci.wi.gov

Wyoming

Dept. of Insurance

Consumer Affairs Section

106 E. Sixth Ave.

Cheyenne, WY 82002

307-777-7402

Toll free: 1-800-438-5768

Fax: 307-777-2446

www.insurance.state.wy.us
State Securities Administrators

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

148

Alabama

Securities Commission

770 Washington Ave., Suite 570

Montgomery, AL 36130-4700

334-242-2984

Toll free: 1-800-222-1253 (AL)

Fax: 334-242-0240

E-mail: asc@asc.alabama.gov

www.asc.state.al.us/

Alaska

Division of Banking and 

Securities

Dept. of Commerce, Community 

and Economic Development

PO Box 110807

Juneau, AK 99811-0807

907-465-2521

Toll free: 1-888-925-2521

TTY: 907-465-5437

Fax: 907-465-2549

E-mail: dbsc@commerce.state.ak.us

www.commerce.state.ak.us

Arizona

Arizona Corporation Commission

1300 W. Washington, 3rd Floor

Phoenix, AZ 85007

602-542-4242

Toll free: 1-866-837-4399

Fax: 602-594-7470

E-mail: SecuritiesDiv@azcc.gov

www.azinvestor.gov

Arkansas

Arkansas Securities Dept.

Heritage West Bldg., Suite 300

201 East Markham

Little Rock, AR 72201-1692

501-324-9260

Toll free: 1-800-981-4429

Fax: 501-324-9268

E-mail: info@securities.arkansas.gov

www.securities.arkansas.gov

California

Dept. of Corporations

Consumer Services Office

1515 K St., Suite 200

Sacramento, CA 95814

916-327-7585

Toll free: 1-866-275-2677

TTY: 1-800-735-2966

Fax: 916-322-8864

www.corp.ca.gov

Colorado

Division of Securities

Dept. of Regulatory Agencies

1560 Broadway, Suite 900

Denver, CO 80202

303-894-2320

TTY: 1-800-659-2656

Fax: 303-861-2126

E-mail: securities@dora.state.co.us

www.dora.state.co.us/securities

Connecticut

Dept. of Banking

Securities and Business 

Investments Division

260 Constitution Plaza

Hartford, CT 06103-1800

860-240-8230

Toll free: 1-800-831-7225

Fax: 860-240-8295

E-mail: banking.complaints@ct.gov

www.ct.gov/dob

Delaware

Division of Securities

Dept. of Justice

State Office Building

820 North French St., 5th Floor

Wilmington, DE 19801

302-577-8424

TTY: 302-577-5783

Fax: 302-856-5660

www.state.de.us/securities

District of Columbia

Dept. of Insurance, Securities and 

Banking

810 First St., NE, Suite 701

ATTN: Consumer Proteection 

Advocate

Washington, DC 20002

202-727-8000

202-442-7843

Fax: 202-535-1194

E-mail: disb@dc.gov

www.disb.dc.gov

Florida

Division of Securities

Office of Financial Regulation

ATTN: Securities Area Financial 

Manager

200 East Gaines St.

Tallahassee, FL 32399-0374

850-410-9500

Toll free: 1-800-848-3792

Fax: 850-410-9748

E-mail: ofr@flofr.com

www.flofr.com

Georgia

Divison of Securities and 

Business Regulation

Office of the Secretary of State

Suite 802, West Tower

2 Martin Luther King, Jr. Dr., SE

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.ga.gov/securities

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 “Investing” section 

in Part I of this Handbook for additional advice and sources of assistance (p. 33). 
State Securities Administrators

149

Hawaii

Securities Enforcement Branch

Business Registration Division

Dept. of Commerce and Consumer 

Affairs

PO Box 40

Honolulu, HI 96810

808-586-2744

Fax: 808-586-3977

E-mail: seb@dcca.hawaii.gov

www.hawaii.gov/dcca

Idaho

Dept. of Finance

Securities Bureau

PO Box 83720

Boise, ID 83720-0031

208-332-8000

Toll free: 1-888-346-3378

Fax: 208-332-8099

E-mail: finance@finance.idaho.gov

finance.idaho.gov

Illinois

Securities Dept.

Secretary of State

300 W. Jefferson St, Suite 300A

Springfield, IL 62702

217-782-2256

Toll free: 1-800-628-7937

Fax: 217-782-8876

www.sos.state.il.us

Indiana

Securities Division

Office of the Secretary of State

302 W. Washington, Room E-111

Indianapolis, IN 46204

317-232-6681

Toll free: 1-800-223-8791

Fax: 317-233-3675

www.state.in.us/sos/securities

Iowa

Securities and Regulated 

Industries Bureau

340 Maple St.

Des Moines, IA 50319-0066

515-281-4441

Toll free: 1-877-955-1212

Fax: 515-281-6467

E-mail: iowasec@iid.state.ia.us

www.iid.state.ia.us

Kansas

Office of the Securities 

Commissioner

618 South Kansas Ave.

2nd Floor

Topeka, KS 66603-3804

785-296-3307

Toll free: 1-800-232-9580

Fax: 785-296-6872

E-mail: ksc@ksc.ks.gov

www.ksc.ks.gov

Kentucky

Division of Securities

Dept. of Financial Institutions

1025 Capitol Center Dr., Suite 200

Frankfort, KY 40601-3868

502-573-3390

Toll free: 1-800-223-2579

Fax: 502-573-0086

E-mail: kfi@ky.gov

www.kfi.ky.gov

Louisiana

Securities Division

Office of Financial Institutions

8660 United Plaza Blvd., 2nd Floor

Baton Rouge, LA 70809

225-925-4660

Fax: 225-925-4511

www.ofi.state.la.us

Maine

Office of Securities

121 State House Station

Augusta, ME 04333-0121

207-624-8551

Toll free: 1-877-624-8551

TTY: 207-624-8563

Fax: 207-624-8590

www.maine.gov/securities

Maryland

Securities Division

Office of the Attorney General

200 Saint Paul Pl.

Baltimore, MD 21202-2020

410-576-6360

Toll free: 1-888-743-0023

TTY: 410-576-6372

Fax: 410-576-6532

E-mail: securities@oag.state.md.us

www.oag.state.md.us

Massachusetts

Securities Division

Office of the Secretary of the 

Commonwealth

One Ashburton Pl., 17th Floor

Room 1701

Boston, MA 02108

617-727-3548

Toll free: 1-800-269-5428

TTY: 617-878-3889

Fax: 617-248-0177

E-mail: securities@sec.state.ma.us

www.sec.state.ma.us/sct

Michigan

Securities Division

Office of Financial and Insurance 

Regulation

PO Box 30220

Lansing, MI 48909

517-373-0220

Toll free: 1-877-999-6442

Fax: 517-241-6356

E-mail: ofis-sec-info@michigan.gov

www.michigan.gov/ofis

Minnesota

Dept. of Commerce

Market Assurance Division

85 Seventh Place E., Suite 500

St. Paul, MN 55101

651-296-4973

651-296-2488

Toll free: 1-800-657-3602

TTY: 651-296-2860

Fax: 651-296-4328

E-mail: securities.commerce@state.

mn.us

www.commerce.state.mn.us

Mississippi

Securities Division

Business Regulation and 

Enforcement

Secretary of State’s Office

PO Box 136

Jackson, MS 39205

601-359-1350

Toll free: 1-800-804-6364

Fax: 601-359-1499

www.sos.state.ms.us
State Securities Administrators

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

150

Missouri

Commissioner of Securities

PO Box 1276

Jefferson City, MO 65102

573-751-4136

Toll free: 1-800-721-7996

Fax: 573-526-3124

E-mail: securities@sos.mo.gov

www.sos.mo.gov

Montana

Securities Division

840 Helena Ave.

Helena, MT 59601

406-444-2040

Toll free: 1-800-332-6148

Fax: 406-444-5558

E-mail: stateauditor@mt.gov

www.sao.mt.gov

Nebraska

Dept. of Banking & Finance

PO Box 95006

Lincoln, NE 68509-5006

402-471-3445

Toll free: 1-877-471-3445

Fax: 402-471-3062

www.ndbf.org

Nevada

Securities Division

Office of the Secretary of State

555 East Washington Ave.

Suite 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

107 N. Main St., #204

Concord, NH 03301

603-271-1463

Fax: 603-271-7933

www.sos.nh.gov/securities

New Jersey

Dept. of Law and Public Safety

PO Box 47029

Newark, NJ 07101

973-504-3600

Toll free: 1-866-446-8378

Fax: 973-504-3601

E-mail: Askbureauofsecurities@dca.

lps.state.nj.us

www.njsecurities.gov

New Mexico

Regulation & Licensing Dept.

2550 Cerrillos Rd., 3rd Floor

Santa Fe, NM 87505

505-476-4580

Toll free: 1-800-704-5533

Fax: 505-984-0617

www.rld.state.nm.us/securities

New York

Investor Protection Bureau

Office of the Attorney General

120 Broadway, 23rd Floor

New York, NY 10271

212-416-8222

Fax: 212-416-8816

www.oag.state.ny.us

North Carolina

Securities Division

PO Box 29622

Raleigh, NC 27626-0622

919-733-3924

Toll free: 1-800-688-4507 (Investor 

Hotline)

Fax: 919-821-0818

www.sosnc.com

North Dakota

Securities Dept.

State Capitol, 5th Floor

600 E. Boulevard Ave.

Bismarck, ND 58505-0510

701-328-2910

Toll free: 1-800-297-5124

Fax: 701-328-2946

E-mail: ndsecurities@nd.gov

www.ndsecurities.com

Ohio

Division of Securities

77 South High St.

22nd Floor

Columbus, OH 43215-6131

614-644-7381

614-466-6140 (Enforcement)

Toll free: 1-800-788-1194 (Investor 

Protection Hotline)

Fax: 614-466-3316

E-mail: securitiesgeneral.

questions@com.state.oh.us

www. com.ohio.gov/secu

Oklahoma

Dept. of Securities

First National Center

120 North Robinson, Suite 860

Oklahoma City, OK 73102

405-280-7700

Fax: 405-280-7742

E-mail: general@securities.state.

ok.gov

www.securities.ok.gov

Oregon

Division of Finance and Corporate 

Securities

Dept. of Consumer & Business 

Services

PO Box 14480

Salem, OR 97309-0405

503-378-4140

503-378-4387

Toll free: 1-866-814-9710

TTY: 503-378-4100

Fax: 503-947-7862

E-mail: dcbs.dfcsmail@state.or.us

www.dfcs.oregon.gov

Pennsylvania

Securities Commission

Office of the Secretary

Eastgate Office Building, 2nd Floor

1010 North Seventh St.

Harrisburg, PA 17102-1410

717-787-8061

Toll free: 1-800-600-0007

Fax: 717-783-5122

E-mail: pscwebmaster@state.pa.us

www.psc.state.pa.us
State Securities Administrators

151

Puerto Rico

Office of the Commissioner of 

Financial Institutions

PO Box 11855

San Juan, PR 00910-3855

787-723-3131

Fax: 787-723-4042

www.cif.gov.pr

Rhode Island

Securities Division

Dept. of Business Regulation

1511 Pontiac Ave.

Cranston, RI 02920

401-462-9527

TTY: 711

Fax: 401-462-9645

E-mail: SecuritiesInquiry@dbr.state.

ri.us

www.dbr.state.ri.us

South Carolina

Securities Division

Office of the Attorney General

PO Box 11549

Columbia, SC 29211-1549

803-734-9916 (Securities)

803-734-3970 (Attorney General)

Fax: 803-734-3677

www.scattorneygeneral.com/

securities

South Dakota

Division of Securities

445 East Capitol Ave.

Pierre, SD 57501-3185

605-773-4823

Fax: 605-773-5953

E-mail: drr.securities@state.sd.us

www.state.sd.us/dcr/securities

Tennessee

Dept. of Commerce and Insurance

Davy Crockett Tower

500 James Robertson Pkwy.,

Suite 680

Nashville, TN 37243

615-741-2241

Toll free: 1-800-863-9117

Fax: 615-532-8375

E-mail: Securities.1@tn.gov

www.state.tn.us/commerce/

securities

Texas

State Securities Board

PO Box 13167

Austin, TX 78711-3167

512-305-8300

Fax: 512-305-8310

www.ssb.state.tx.us

Utah

Dept. of Commerce

PO Box 146760

Salt Lake City, UT 84114-6760

801-530-6600

Toll free: 1-800-721-7233

Fax: 801-530-6980

E-mail: security@utah.gov

www.securities.utah.gov

Vermont

Dept. of Banking, Insurance, 

Securities, & Health Care 

Administration

89 Main St.

Montpelier, VT 05620-3101

802-828-3420

Toll free: 1-877-550-3907

Fax: 802-828-2896

www.vermontsecurities.info

Virginia

Division of Securities and Retail 

Franchising

State Corporation Commission

PO Box 1197

Richmond, VA 23218

804-371-9187

804-371-9967

Toll free: 1-800-552-7945

TTY: 804-371-9206

Fax: 804-371-9911

E-mail: SRF_General@scc.virginia.

gov

www.scc.virginia.gov/srf

Washington

Division of Securities

Dept. of Financial Institutions

PO Box 41200

Olympia, WA 98504-1200

360-902-8760

Toll free: 1-877-746-4334

TTY: 360-664-8126

Fax: 360-902-0524

E-mail: investorcomplaints@dfi.

wa.gov

www.dfi.wa.gov

West Virginia

Securities Commission

State Auditor’s Office

200 W. Main St.

Clarksburg, WV 26301

304-627-2415

Toll free: 1-888-368-9507 (Check 

Registration & Background)

Toll free: 1-888-509-6567 

(Enforcement)

Fax: 304-627-2417

E-mail: securities@wvsao.gov

www.wvsao.gov/

securitiescommission

Wisconsin

Division of Securities

Dept. of Financial Institutions

PO Box 1768, 4th Floor

Madison, WI 53701-1768

608-266-1064

Toll free: 1-800-472-4325

TTY: 608-266-8818

Fax: 608-264-7979

www.wdfi.org

Wyoming

Compliance Division

Office of the Secretary of State

State Capitol Bldg.

200 West 24th St.

Cheyenne, WY 82002-0020

307-777-7370

Fax: 307-777-7640

E-mail: compliance@state.wy.us

soswy.state.wy.us
State Utilities Commissions

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

152

Alabama

Public Service Commission

PO Box 304260

Montgomery, AL 36130

334-242-5025

Toll free: 1-800-392-8050

Fax: 334-242-0727

www.psc.state.al.us

Alaska

Consumer Protection Department

701 W 8th Ave., Suite 300

Anchorage, AK 99501-3469

907-276-6222

Toll free: 1-800-390-2782

TTY: 907-276-4533

Fax: 907-276-0160

E-mail: rca.mail@alaska.gov

rca.alaska.gov

Arizona

Utilities Division

Arizona Corporation Commission

Consumer Services Section

1200 W. Washington St.

Phoenix, AZ 85007-2996

602-542-4251

Toll free: 1-800-222-7000

Fax: 602-542-2129

E-mail: mailmaster@azcc.gov

www.cc.state.az.us

Arkansas

Public Service Commission

Consumer Services Division

PO Box 400

1000 Center St.

Little Rock, AR 72203-0400

501-682-2051

501-682-1718 (Complaints)

Toll free: 1-800-482-1164

TTY: 1-800-682-2698 (Toll free)

Fax: 501-682-5731

E-mail: consumerissues@psc.state.

ar.us

www.arkansas.gov/psc

California

Public Utilities Commission

Consumer Affairs Branch

505 Van Ness Ave., Room 2250

San Francisco, CA 94102

415-703-4973

Toll free: 1-800-649-7570

TTY: 1-800-229-6846

Fax: 415-703-1758

E-mail: public.advisor@cpuc.ca.go

www.cpuc.ca.gov

Colorado

Public Utilities Commission

Consumer Protection Division

1560 Broadway, Suite 250

Denver, CO 80202

303-894-2070

Toll free: 1-800-456-0858

TTY: 303-894-2512

Fax: 303-894-2532

E-mail: puc@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: 1-800-382-4586

TTY: 860-827-2837

Fax: 860-827-2613

www.state.ct.us/dpuc/

Delaware

Public Service Commission

Cannon Bldg. Suite 100

861 Silver Lake Blvd.

Dover, DE 19904

302-736-7500

Toll free: 1-800-282-8574 (DE)

TTY: 302-736-7500

Fax: 302-739-4849

www.depsc.delaware.gov/

District of Columbia

DC Public Service Commission

Office of Consumer Services

Room 600, E. Tower

1333 H St., NW

Washington, DC 20005

202-626-5120

Fax: 202-393-1389

www.dcpsc.org

Florida

Public Service Commission

2540 Shumard Oak Blvd.

Tallahassee, FL 32399-0850

850-413-6100

Toll free: 1-800-342-3552

TTY: 1-800-955-8771

Fax: 800-511-0809

E-mail: contact@psc.state.fl.us

www.floridapsc.com

Georgia

Public Service Commission

Consumer Affairs Division

244 Washington St., SW

Atlanta, GA 30334

404-656-4501

Toll free: 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 S. 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/

State utilities 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.
State Utilities Commissions

153

Idaho

Public Utilities Commission

Consumer Assistance Section

PO Box 83720

Boise, ID 83720-0074

208-334-0369 (Complaint Line)

208-334-0300

Toll free: 1-800-432-0369 

TTY: 1-800-377-3529

Fax: 208-334-4058

www.puc.idaho.gov

Illinois

Commerce Commission

Consumer Affairs

527 E. Capitol Ave.

Springfield, IL 62701

217-782-2024

Toll free: 1-800-524-0795

TTY: 1-800-858-9277

Fax: 217-782-1042

www.icc.illinois.gov

Indiana

Utility Regulatory Commission

Consumer Affairs Division

101 W. Washington St., Suite 1500E

Indianapolis, IN 46204

317-232-2712

Toll free: 1-800-851-4268

TTY: 317-232-8556

Fax: 317-233-2410

www.in.gov/iurc

Iowa

Utilities Board

Customer Service Group

350 Maple St.

Des Moines, IA 50319-0069

515-281-3839

Toll free: 1-877-565-4450

Fax: 515-281-5329

E-mail: iubcustomer@iub.state.ia.us

www.state.ia.us/iub

Kansas

Corporation Commission

Office of Public Affairs and 

Consumer Protection

1500 S.W. Arrowhead Rd.

Topeka, KS 66604

785-271-3140

Toll free: 1-800-662-0027 (KS)

TTY: 1-800-766-3777

Fax: 785-271-3111

E-mail: public.affairs@kcc.ks.gov

www.kcc.state.ks.us

Kentucky

Public Service Commission

211 Sower Blvd.

PO Box 615

Frankfort, KY 40602

502-564-3940

Toll free: 1-800-772-4636

TTY: 1-800-648-6056

Fax: 502-564-3460

www.psc.state.ky.us

Louisiana

Public Service Commission

PO Box 91154

602 North Fifth St., Galvez Building

12th Floor

Baton Rouge, LA 70821-9154

225-342-4404

Toll free: 1-800-256-2397

Fax: 225-342-2831

www.lpsc.org

Maine

Public Utilities Commission

Consumer Assistance Division

242 State St.

18 State House Station

Augusta, ME 04333-0018

207-287-3831

Toll free: 1-800-452-4699

TTY: 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 Floor

Baltimore, MD 21202-6806

410-767-8000

Toll free: 1-800-492-0474

TTY: 1-800-201-7165

Fax: 410-333-6495

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

www.psc.state.md.us

Massachusetts

Dept. of Telecommunications and 

Cable

Two S. Station, 4th Floor

Boston, MA 02110

617-305-3580

Toll free: 1-800-392-6066 (Consumer 

Line)

TTY: 1-800-974-6006

Fax: 617-478-2591

www.mass.gov/dtc

Michigan

Public Service Commission

PO Box 30221

Lansing, MI 48909

517-241-6180

Toll free: 1-800-292-9555 

Fax: 517-241-6181

E-mail: mpsc_commissioners@

michigan.gov

www.michigan.gov/mpsc

Minnesota

Public Utilities Commission

Consumer Affairs Office

121 7th Place E., Suite 350

St. Paul, MN 55101-2147

651-296-0406

Toll free: 1-800-657-3782

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

601-961-5430 (Central District)

601-961-5450 (Chairman & Northern 

District)

601-961-5440 (Southern District)

Toll free: 1-800-356-6430 (Central 

District)

Toll free: 1-800-356-6428 (Chairman 

& Northern District)

Toll free: 1-800-356-6429 (Southern 

District)

Fax: 601-961-5824(Central) 

Fax: 601-961-5464 (Chairman & 

Northern District)

Fax: 601-961-5842 (Southern)

www.psc.state.ms.us

Missouri

Public Service Commission

Consumer Services Department

200 Madison St.

PO Box 360

Jefferson City, MO 65102

573-751-3234

Toll free: 1-800-392-4211

TTY: 711

Fax: 573-526-1500

E-mail: pscinfo@psc.mo.gov

www.psc.mo.gov
State Utilities Commissions

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

154

Montana

Public Service Commission

PO Box 202601

Helena, MT 59620-2601

406-444-6199

Toll free: 1-800-646-6150

TTY: 406-444-6199

Fax: 406-444-7618

www.psc.mt.gov

Nebraska

Public Service Commission

1200 N St., Suite 300

PO Box 94927

Lincoln, NE 68509-4927

402-471-3101

Toll free: 1-800-526-0017

TTY: 402-471-0213

Fax: 402-471-0254

www.psc.state.ne.us

Nevada

Public Utilities Commission

Consumer Division

1150 E. William St.

Carson City, NV 89701-3109

775-684-6100

702-486-2600 (Las Vegas)

Toll free: 1-800-992-0900 ext 46101

Fax: 775-684-6110

pucweb1.state.nv.us/pucn

New Hampshire

Public Utilities Commission

21 S. Fruit St, Suite 10

Concord, NH 03301-2429

603-271-2431

Toll free: 1-800-852-3793

TTY: 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

Division of Customer Assistance

Two Gateway Center, 8th Floor

Newark, NJ 07102

973-648-2350

Toll free: 1-800-624-0241

Toll free: 1-800-624-0331 (Cable 

complaint)

Fax: 973-648-4195

www.bpu.state.nj.us

New Mexico

Utilities Division

Public Regulation Commission

Consumer Relations Division

PO Box 1269

Santa Fe, NM 87504-1269

505-827-6940

Toll free: 1-888-427-5772

TTY: 505-827-6911

Fax: 505-827-4463

E-mail: crd.complaints@state.nm.us

www.nmprc.state.nm.us

New York

Department of Public Service

Office of Consumer Services

3 Empire State Plaza

Albany, NY 12223

518-474-7080

Toll free: 1-800-342-3377 (General 

Complaints)

Toll free: 1-888-697-7728 (Competition 

Information)

Fax: 518-486-7868

E-mail: secretary@dps.state.ny.us

www.askpsc.com

North Carolina

NC Utilities Commission

Consumer Services

4325 Mail Service Center

Raleigh, NC 27699-4325

919-733-9277

Toll free: 1-866-380-9816

Fax: 919-733-7300

E-mail: consumer.services@ncmail.

net

www.ncuc.commerce.state.nc.us/

North Dakota

Public Service Commission

600 E. Boulevard Ave., Dept. 408

12th Floor

Bismarck, ND 58505-0480

701-328-2400

TTY: 1-800-366-6888

Fax: 701-328-2410

E-mail: ndpsc@nd.gov

www.psc.state.nd.us

Ohio

Ohio Consumers’ Counsel

10 W. Broad St. 18th Floor, Suite 1800

Columbus, OH 43215

614-466-8574

Toll free: 1-877-742-5622

Fax: 614-466-9475

E-mail: occ@occ.state.oh.us

www.pickocc.org

Public Utilities Commission

180 E. Broad St.

Columbus, OH 43215

614-466-3292

Toll free: 1-800-686-7826 

TTY: 1-800-686-1570

Fax: 614-752-8351

www.puco.ohio.gov

Oklahoma

Corporation Commission

PO Box 52000

Oklahoma City, OK 73152-2000

405-521-2211

Toll free: 1-800-522-8154

TTY: 405-521-3513

Fax: 405-521-2087

www.occeweb.com

Oregon

Public Utility Commission

Consumer Services Division

550 Capitol St., NE, Suite 215 

PO Box 2148

Salem, OR 97308-2148

503-378-6600

503-378-8962

Toll free: 1-800-522-2404 (Consumer 

Services)

TTY: 711

Fax: 503-378-5743

E-mail: puc.consumer@state.or.us

www.puc.state.or.us

Pennsylvania

Public Utility Commission

Bureau of Consumer Services

PO Box 3265

Harrisburg, PA 17105-3265

717-783-7349 (Switchboard)

Toll free: 1-800-782-1110 (Consumer 

Services)

Toll free: 1-800-692-7380 (Complaint 

Hotline)

Fax: 717-787-5813

www.puc.state.pa.us
State Utilities Commissions

155

Puerto Rico

Public Service Commission

PO Box 190870

Hato Rey Station

San Juan, PR 00919-0870

787-756-1425

Fax: 787-756-8086

www.naruc.org

Rhode Island

Public Utilities Commission

89 Jefferson Blvd.

Warwick, RI 02888

401-941-4500

TTY: 401-277-3500

Fax: 401-941-4885

E-mail: consumer.section@ripuc.org

www.ripuc.org

South Carolina

Consumer Services Division

Office of Regulatory Staff

1401 Main St., Suite 900

Columbia, SC 29201

803-737-5230

Toll free: 1-800-922-1531

TTY: 803-737-5175 or 1-800-334-2217 

(SC)

Fax: 803-737-4750

www.regulatorystaff.sc.gov

South Dakota

Public Utilities Commission

Consumer Affairs

500 E. Capitol Ave.

Pierre, SD 57501-5070

605-773-3201

Toll free: 1-800-332-1782 (Consumer 

Affairs)

Fax: 1-866-757-6031

E-mail: PUCConsumerInfo@state.

sd.us

www.puc.sd.gov

Tennessee

Tennessee Regulatory Authority

Consumer Services Division

460 James Robertson Pkwy.

Nashville, TN 37243-0505

615-741-2904

Toll free: 1-800-342-8359 (Consumer 

Services)

TTY: 1-888-276-0677 (Toll free)

Fax: 615-741-8953

www.state.tn.us/tra

Texas

Public Utility Commission

1701 N. Congress Ave.

PO Box 13326

Austin, TX 78711-3326

512-936-7000

512-936-7120

Toll free: 1-888-782-8477

TTY: 512-936-7136

Fax: 512-936-7003

E-mail: customer@puc.state.tx.us

www.puc.state.tx.us

Utah

Public Service Commission

PO Box 146751

Salt Lake City, UT 84114-6751

801-530-6652

801-530-6716

Toll free: 1-800-874-0904

TTY: 801-530-6769

Fax: 801-530-6796

E-mail: psccal@utah.gov

www.psc.utah.gov

Vermont

Public Service Board

112 State St., 4th Floor

Montpelier, VT 05620-2701

802-828-2358

TTY: 1-800-253-0191

Fax: 802-828-3351

www.psb.vermont.gov

Virginia

State Corporation Commission

Bureau of Public Utilities

PO Box 1197

Richmond, VA 23218

804-371-9420

804-371-9675

Toll free: 1-800-552-7945

TTY: 804-371-9206

Fax: 804-371-9069

www.scc.virginia.gov

Washington

Utilities and Transportation 

Commission

1300 S Evergreen Park Dr., SW

PO Box 47250

Olympia, WA 98504-7250

360-664-1160

TTY: 1-800-416-5289

Fax: 360-586-1150

E-mail: consumer@utc.wa.gov

www.utc.wa.gov

West Virginia

Public Service Commission

Customer Assistance

PO Box 812

201 Brooks St.

Charleston, WV 25323

304-340-0300

Toll free: 1-800-642-8544

Fax: 304-340-0325

www.psc.state.wv.us

Wisconsin

Public Service Commission

Consumer Affairs Unit

PO Box 7854

Madison, WI 53707-7854

608-266-2001

Toll free: 1-800-225-7729

TTY: 608-267-1479

Fax: 608-266-3957

www.psc.wi.gov

Wyoming

Public Service Commission

2515 Warren Ave., Suite 300

Cheyenne, WY 82002

307-777-7427

Toll free: 1-888-570-9905

TTY: 307-777-7427

Fax: 307-777-5748

E-mail: wpsc_complaints@state.

wy.us

psc.state.wy.us
Provided financial support for the publication 

of the Consumer Action Handbook.

Trade and Professional Associations

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

156

ACA International Education 

Foundation

PO Box 390106

Minneapolis, MN 55439

952-926-6547

Fax: 952-926-1624

E-mail: aca@acainternational.org

www.askdoctordebt.com

ACA International Education 

Foundation’s primary mission is 

to educate consumers challenged 

by debt. They work to inform 

consumers of their rights when 

contacted by creditors.

AFSA Education Foundation

919 18th St., NW Suite 300

Washington, DC 20006-5517

202-466-8611

Toll free: 1-888-400-7577

Fax: 202-223-0321

E-mail: info@afsaef.org

www.afsaef.org

The AFSAEF mission is to educate 

all consumers about the benefits of 

responsible money management so 

they can make informed financial 

decisions, understand the credit 

process, and seek help if credit 

problems occur.

Alliance to Save Energy

1850 M St., NW

Washington, DC 20036

202-857-0666

Fax: 202-331-9588

E-mail: info@ase.org

www.ase.org

ASE is a nonprofit coalition 

of business, environmental, 

government and consumer leaders 

that promotes energy-efficiency 

to achieve a healthier economy, a 

cleaner environment and greater 

energy security.

American Arbitration 

Association

1633 Broadway, 10th Floor

New York, NY 10019

Toll free: 1-800-778-7879

www.adr.org

This association is committed to 

the resolution of disputes through 

arbitration, mediation, concilation 

and other voluntary procedures.

American Association of 

Homes and Services for the 

Aging

2519 Connecticut Ave., NW

Washington, DC 20008-1520

202-783-2242

Fax: 202-783-2255

E-mail: info@aahsa.org

www.aahsa.org

AAHSA is committed to healthy, 

affordable, ethical aging services 

for America. The association 

represents 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

Toll free: 1-800-226-5377

www.aba.com

The American Bankers Association 

is the largest banking trade 

association in the country.

American Bar Association 

(ABA)

321 N. Clark St.

Chicago, IL 60654-7598

312-988-5000

Fax: 312-988-5528

E-mail: askaba@abanet.org

www.abanet.org

The ABA is the trade organization 

for legal professionals. They 

publish a directory of state and 

local alternative dispute resolution 

programs and provide 

consumer information on request.

American Council of Life 

Insurers

101 Constitution Ave., NW

Suite 700

Washington, DC 20001-2133

202-624-2000

www.acli.com

Membership: insurance companies 

that provide life insurance, 

pensions and annuities, longterm care, and disability income 

insurance.

American Health Care 

Association

1201 L St., NW

Washington, DC 20005

202-842-4444

Fax: 202-842-3860

www.ahca.org

Membership: state associations 

of long-term health care facilities 

and health-related businesses.

They advocate for quality care 

and services for frail, elderly and 

disabled Americans.

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 websites.

If you have a problem with a company and cannot resolve it by working directly with that firm, ask if the 

company is a member of an association. Then, check this section to see if the association is listed. 

If the association is not included here, your local library has reference materials to help you find the 

appropriate contact. 
Provided financial support for the publication 

of the Consumer Action Handbook.

Trade and Professional Associations

157

American Institute of 

Certified Public Accountants

Professional Ethics Division

220 Leigh Farm Rd.

Durham, NC 27707

919-402-4500

Toll free: 1-888-777-7077 (Ethics 

Hotline)

Fax: 919-402-4670

E-mail: service@aicpa.org

www.aicpa.org

Membership: state-certified 

accountants

American Moving and Storage 

Association (AMSA)

1611 Duke St.

Alexandria, VA 22314

703-683-7410

Toll free: 1-888-849-2672

Fax: 703-683-7527

E-mail: info@moving.org

www.moving.org

AMSA is the trade association 

for professional movers. They 

provide consumer resources and 

help consumers resolve loss and 

damage claims on interstate moves.

American Pharmacists 

Association (APhA)

2215 Constitution Ave., NW

Washington, DC 20037

Toll free: 1-800-237-2742

www.pharmacist.com

The APhA empowers its members 

to improve medication use and 

advance patient care through 

information, education, and 

advocacy.

American Society of Travel 

Agents, Inc.

Consumer Affairs

1101 King St., Suite 200

Alexandria, VA 22314

703-739-2782

Fax: 703-684-8319

E-mail: consumeraffairs@asta.org

www.astanet.com

Membership: travel agents.

America’s Health Insurance 

Plans (AHIP)

601 Pennsylvania Ave., NW

South Building, Suite 500

Washington, DC 20004

(202) 778-3200

www.ahip.org

AHIP represents companies that 

provide health insurance coverage 

to Americans. Member companies 

offer medical insurance, long-term 

care insurance, disability income 

insurance, dental insurance, 

supplemental insurance, stoploss insurance and reinsurance to 

consumers, employers and public 

purchasers. 

Association of Credit and 

Collection Professionals 

(ACA International)

PO Box 390106

Minneapolis, MN 55439-0106

952-915-3922

Fax: 952-926-1624

www.acainternational.org

ACA International is the leading 

trade association for credit and 

collection companies.

Automotive Recyclers 

Association

9113 Church St.

Manassas, VA 20110

571-208-0428

Toll free: 1-888-385-1005

Fax: 571-208-0430

www.a-r-a.org

ARA is dedicated to the efficient 

removal and reuse of automotive 

parts, and the safe disposal of 

inoperable motor vehicles.

Better Hearing Institute (BHI)

1441 I St. NW, Suite 700

Washington, DC 20005

202-449-1100

Toll free: 1-800-327-9355

Fax: 202-216-9646

E-mail: mail@betterhearing.org

www.betterhearing.org

BHI informs consumers about 

options to improve 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, BOATU.S.

880 South Pickett St.

Alexandria, VA 22304-0730

703-823-9550

703-461-2856

Fax: 703-461-4674

E-mail: consumerprotection@

boatus.com

www.boatus.com

www.my.boatus.com/consumer/

database.aspx, Consumer 

Complaint Database

BoatUS provides savings, service 

and representation for millions 

of recreational boat owners 

nationwide.

Cellular Telecommunications 

and Internet Association

1400 16th St., NW, Suite 600

Washington, DC 20036

202-736-3200

www.ctia.org

Membership: wireless service 

providers, manufacturers of 

wireless devices and internet 

companies. The association 

oversees certification programs to 

ensure a high standard of quality 

for wireless communication.

Cemetery Consumer Service 

Council

PO Box 2028

Reston, VA 20195-0028

703-391-8407

Toll free: 1-800-645-7700

Fax: 703-391-8416

www.iccfa.com

The Cemetery Consumer Service 

Council is an industry-sponsored 

dispute resolution program.
Provided financial support for the publication 

of the Consumer Action Handbook.

Trade and Professional Associations

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

158

Certified Financial Planner 

(CFP) Board of Standards

1425 K St., NW, Suite 500

Washington, DC 20005

202-379-2200

Toll free: 1-888-237-6275

Fax: 202-379-2299

E-mail: mail@cfpboard.org

www.cfp.net

Certified Financial Planner Board 

fosters professional standards in 

personal financial planning. The 

CFP Board works to ensure that the 

public values, has access to, and 

benefits from competent financial 

planning. The CFP Board certifies 

financial planners who meet its 

requirements by granting use of 

the organization’s flame logo and 

the Certified Financial Planner TM 

designation.

Children’s Advertising Review 

Unit (CARU)

70 West 36th St., 12th Floor

New York, NY 10018

212-947-5137

Toll free: 866-334-6272 Ext. 111

E-mail: caru@caru.bbb.org

www.caru.org

CARU handles consumer 

complaints about truth and accuracy 

of advertising directed to children 

under 12 years of age.

Consumer Electronics 

Association (CEA)

1919 S. Eads St.

Arlington, VA 22202

703-907-7600

Toll free: 1-866-858-1555

Fax: 703-907-7675

E-mail: cea@ce.org

www.ce.org

CEA represents companies involved 

in the design, manufacturing, and 

distribution of electronics.

Credit Union National 

Association (CUNA)

PO Box 431

Madison, WI 53701-0431

Toll free: 1-800-356-9655

Fax: 608-231-4263

www.cuna.org

CUNA is the trade group for 

America’s credit unions.

Direct Marketing Association 

(DMA)

Department of Corporate 

Responsibility

1615 L St., NW, Suite 1100

Washington, DC 20036

202-955-5030

Fax: 202-955-0085

E-mail: consumer@the-dma.org

www.DMAchoice.org

The DMA represents organizations 

involved in direct marketing. Its 

members include organizations 

that market goods and services 

directly to consumers using 

direct mail, catalogs, the Internet, 

telemarketing, print and TV ads.

DMA’s consumer website offers 

consumers options (free of charge) 

to better manage their mail.

Direct Selling Association 

(DSA)

1667 K St., NW

Suite 1100

Washington, DC 20006

202-452-8866

Fax: 202-452-9010

E-mail: info@dsa.org

www.dsa.org

Membership: companies that 

manufacture and distribute 

goods and services sold directly 

to consumers using independent 

salespeople.

Distance Education and 

Training Council

1601 18th St., NW, Suite 2

Washington, DC 20009

202-234-5100

Fax: 202-332-1386

www.detc.org

The DETC is a voluntary, nongovernmental, educational 

organization. They operate a 

nationally recognized accrediting 

association that accredits distance 

education institutions.

Financial Industry Regulatory 

Authority (FINRA)

Office of Dispute Resolution

1736 K St., NW

Washington, DC 20006

301-590-6500 (Call Center)

Toll free: 1-800-289-9999 (Broker 

Check Hotline)

www.finra.org

FINRA is the largest independent 

regulator for all securities firms 

doing business in the U.S. The 

organization operates the largest 

dispute resolution forum in the 

securities industry for disputes 

between investors and securities 

Financial Planning 

Association(FPA)

4100 E. Mississippi Ave., Suite 400

Denver, CO 80246-3053

Toll free: 1-800-322-4237

Fax: 303-759-0749

E-mail: fpa@fpanet.org

www.fpanet.org

FPA is a leadership and advocacy 

organization connecting consumers 

with ethical financial planners .

Food Marketing Institute (FMI)

2345 Crystal Dr., Suite 800

Arlington, VA 22202

202-452-8444

Fax: 202-429-4519

www.fmi.org

FMI conducts programs in 

research, education, industry 

relations and public affairs on 

behalf of grocery retailers and 

wholesalers.
Provided financial support for the publication 

of the Consumer Action Handbook.

Trade and Professional Associations

159

Grocery Manufacturers 

Association

1350 I St. NW, Suite 300

Washington, DC 20005

202-639-5900

Toll free: 1-800-355-0983

Fax: 202-639-5932

www.gmaonline.org

Membership: commercial packers 

of food products.

Insurance Information 

Institute (III)

Consumer Affairs

110 William St.

New York, NY 10038

212-346-5500

E-mail: info@iii.org

www.iii.org

The III is a nonprofit, 

communications organization 

supported by the property/casualty 

insurance industry.

International Association of 

Movers (IAM)

5904 Richmond Hwy., Suite 404

Alexandria, VA 22303

703-317-9950

Fax: 703-317-9960

E-mail: info@iamovers.org

www.iamovers.org

IAM is a global association of 

movers.

Mortgage Bankers Association 

of America (MBA)

1331 L St., NW

Washington, DC 20005

202-557-2700

www.mbaa.org

The MBA represents the real 

estate finance industry, including 

mortgage banking firms, 

commercial banks, life insurance 

companies, title companies, and 

savings and loan associations.

Mystery Shopping Providers 

Association

4230 LBJ Fwy., Suite 414

Dallas, TX 75244

www.mysteryshop.org

The MSPA is dedicated to 

improving service quality using 

anonymous resources.

National Advertising Review 

Council

National Advertising Division

70 West 36th St., 13th Floor

New York, NY 10018

Toll free: 1-866-334-6272

Fax: 212-705-0136

www.narcpartners.org

www.nadreview.org

NARC fosters truth and accuracy 

in national advertising through 

voluntary self-regulation.

National Association of 

Attorneys General

2030 M St., NW, 8th Floor

Washington, DC 20036

202-326-6000

www.naag.org

Membership: Attorneys general of 

each U.S. state.

National Association of Home 

Builders (NAHB)

1201 15th St., NW

Washington, DC 20005

202-266-8200

Toll free: 1-800-368-5242

Fax: 202-266-8400

E-mail: info@nahb.com

www.nahb.org

NAHB’s works to enhance the 

climate for housing and the 

building industry.

National Association of 

Insurance Commissioners 

(NAIC)

2301 McGee St., #800

Kansas City, MO 64108

816-842-3600

Toll free: 1-866-470-6242

Fax: 816-783-8175

E-mail: webpost@naic.org

www.naic.org

www.InsureUonline.org

(Consumer insurance information)

NAIC is the organization of 

insurance regulators from the 50 

states and U.S. territories. The 

organization helps insurance 

regulators facilitate the fair and 

equitable treatment of insurance 

consumers and promote 

competitive markets.

National Association of 

Professional Insurance 

Agents

400 North Washington St.

Alexandria, VA 22314

703-836-9340

Fax: 703-836-1279

E-mail: piainfo@pianet.org

www.PIANET.com

This association provides 

consumers practical advice on 

personal insurance buying through 

its national outreach program.

National Association of 

Realtors (NAR)

430 North Michigan Ave.

Chicago, IL 60611-4087

312-329-8200

Toll free: 1-800-874-6500

Fax: 312-329-5960

www.realtor.org

NAR is the organization of real 

estate agents. They develop 

standards for effective and ethical 

real estate business practices.
Provided financial support for the publication 

of the Consumer Action Handbook.

Trade and Professional Associations

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

160

National Foundation for Credit 

Counseling (NFCC)

801 Roeder Rd., Suite 900

Silver Spring, MD 20910

Toll free: 1-800-388-2227

Fax: 301-589-8256

www.nfcc.org

The NFCC promotes the national 

agenda for financially responsible 

behavior and builds capacity for its 

members to deliver quality financial 

education and counseling services.

National Funeral Directors 

Association

13625 Bishop’s Dr.

Brookfield, WI 53005-6607

262-789-1880

Toll free: 1-800-228-6332

E-mail: nfda@nfda.org

www.nfda.org

NFDA represents funeral 

professionals. NFDA provides 

resources so consumers can 

make informed decisions about 

funeral services and offers a third 

party dispute resolution program 

for complaints regarding funeral 

homes.

National Futures Association 

(NFA)

300 South Riverside Plaza, Suite 

1800

Chicago, IL 60606-6615

312-781-1300

Toll free: 1-800-621-3570

Fax: 312-781-1467

E-mail: information@nfa.futures.org

www.nfa.futures.org

NFA is the industrywide selfregulatory organization for 

the U.S. futures industry. NFA 

provides innovative and efficient 

regulatory programs and services 

that safeguard the integrity of the 

derivatives markets. Consumers 

should contact NFA regarding any 

firm or individual who solicits them 

for investments in futures, options 

on futures and foreign currency.

National Institute for 

Automotive Service 

Excellence (ASE)

101 Blue Seal Dr. SE, Suite 101

Leesburg, VA 20175

703-669-6600

Toll free: 1-888-273-8378

E-mail: webmaster@ase.com

www.ase.com

ASE is an independent, national 

nonprofit organization that helps 

improve the quality of automotive 

service and repair through the 

voluntary testing and certification 

of automotive repair professionals.

North American Consumer 

Protection Investigators

Attn: Anna Huddleston-Aycock 

Pinellas County Dept. of Justice & 

Consumer Services

15251 Roosevelt Blvd., Suite 209

Clearwater, FL 33760

727-464-6200

Fax: 727-464-6129

www.nacpi.org

NACPI provides training and 

support for consumer protection 

investigators in government 

agencies at all levels. NACPI does 

not investigate individual consumer 

complaints.

North American Securities 

Administrators Association, 

Inc. (NASAA)

750 1st St., NE, Suite 1140

Washington, DC 20002

202-737-0900

Fax: 202-783-3571

E-mail: info@nasaa.org

www.nasaa.org

NASAA is the voice of the 50 state 

securities agencies responsible 

for grass-roots investor protection, 

investor education and efficient 

capital formation.

Soap and Detergent 

Association (SDA)

1331 L St., NW, Suite 650

Washington, DC 20005

202-347-2900

Fax: 202-347-4110

E-mail: info@cleaning101.com

www.cleaning101.com

The Soap and Detergent 

Association is dedicated to 

educating the public about the 

relationship between good hygiene 

practices and good health. SDA 

offers free/low cost practical 

information on hand hygiene, 

laundry, dish and surface care, 

food safety, poison prevention and 

cleaning to control allergies and 

asthma.

Tire Industry Association

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.tireindustry.org

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

E-mail: info@toyassociation.org

www.toy-tia.org

www.toyinfo.org

Membership: North American toy 

manufacturers and importers.

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

USTOA is composed of companies 

whose tours and packages 

encompass the entire globe and 

who conduct business in the U.S.
Index

161

Symbols

3-Day Cooling-Off Rule

home improvements and repairs 26

shopping from home 41

A

AARP 117

ACA International Education Foundation 

156

Accountants

American Institute of Certified 

Public Accountants 157

Adjustable rate mortgage 22

Administration for Children & 

Families 105

Advertising

Children’s Advertising 

Review Unit 158

Employment ads 16

National Advertising Review 

Council 159

AFSA Education Foundation 156

Aging. See also Elderly persons

AARP 117

Administration on Aging 105

American Association of Homes 

and Services for the Aging 156

Assisted Living Federation of 

America. See also Elderly persons

Continuing Care Commission on 

Accreditation 20

Eldercare Locator 20, 105

Medicare Prescription Drug

Coverage 106

National Council on the Aging 120

Nursing Home Compare 20

AIDS Info Hotline 106

AIDS Prevention 106

Air quality

Indoor Air Quality Information 112

Air travel. SeeTravel

Alliance Against Fraud 117

Alliance to Save Energy 156

AMA. SeeAmerican MedicalAssociation

American Arbitration Association 156

American Association of Homes and 

Services for the Aging 156

American Bankers Association 156

American Bar Association 156

American Board of Medical

Specialties 19

American Consumer Credit 

Counseling 13

American Council of Life Insurers 27, 156

American Council on Consumer 

Interests 117

American Council on Science and Health 

117

American Health Care Association 156

American Institute of Certified Public 

Accountants 157

American Health Insurance Plans 157

American MedicalAssociation 19

American Moving and Storage

Association (AMSA) 157

American Pharmacists Association 157

American Society of Travel 

Agents, Inc. 157

Americans with Disabilities Act 109

Appliances

warranties 1

Arbitration

American Arbitration Association 156

dispute resolution 53

Archives

National Archives and Records 

Administration 114

ARMs. SeeAdjustable rate mortagages

Assisted living facilities

American Association of Homes and 

Services for the Aging 156

Assisted Living Federation of 

America 20

information sources 20

Association of Credit and Collection 

Professionals 157

ATM cards 2, 38

Attorney

choosing 53

resources 53

Auctions

federal surplus 114

online 41, 42

Automobiles. See Cars

Automotive Recyclers Association 157

B

Baggage

delayed or damaged 45

fees 45

lost 45

Bankruptcy. See also Credit reports

personal 14

Banks & Banking. See also Credit; Loans

ATM/debit cards 2

Comptroller of the Currency 111

deposit insurance 4

Federal Deposit Insurance 

Corporation 113

Federal Reserve System 114

fraud 2

regulatory agencies 4

savings and checking accounts 4

state banking authorities 139

BBBs. See Better Business Bureaus

Better Business Bureaus 65–70

BBB Auto Line 64

BBB Military Line 58

BBB OnLine 65

consumer services 65

credit counseling 14

description of the service 65

travel agencies 44

Better Hearing Institute (BHI) 157

Blind persons

services and resources for 57

Blue Cross and Blue Shield 

Association 157

Boat Owners Association of The United 

States, BOATU.S. 157

Bonds. See Investing

Brokers

investment 35

mortgage 24

Bureau of Citizenship and Immigration 

Services 107

Buying a home. See Housing

C

Call for Action, Inc. 52

Cancer

National Cancer Institute 106

Cars

auto insurance 27

BBB Auto Line 64

buying a used car 5

Consumer Leasing Act 7

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 “Automotive Manufacturers and Dispute Resolution Resources.”
Index

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

162

crash test information 8

curb stoning 7

dealer vs private party purchase 6

dispute resolution 64

extended warranties 5

financing 5

fuel economy 6

general information 5

leasing 7

lemon laws 7

manufacturer listing 61

National Highway Traffic 

Safety Administration 6, 111

rebates 5

recalls 7

renting 8

repairs 9

repossessions 9

safety recalls 7

tires 6

title loans 7

title washing 7

vehicle history 6

warranties 6

Cell phones. See also Phones

choosing a plan 37

questions to ask 37

Cellular Telecommunications and Internet 

Association 157

Cemeteries. See also Funerals

Cemetery Consumer Service 

Council 157

National Cemetery Administration 112

National Funeral Directors 

Association 160

Veterans Cemeteries 48

Cemetery Consumer Service Council 157

Center for Auto Safety 6, 117

The Center for Legal Empowerment, 

Accountability and Reform (CLEAR) 117

Center for Science in the Public Interest 

117

Center for the Study of Services 56

Centers for Disease Control and 

Prevention 19, 105

fertility clinic success rates 20

health-related travel information 46

STD Hotline 106

Centers for Medicare & Medicaid

Services 106

Certificates of Deposit 4

Certified Financial Planner Board of 

Standards 158

CFTC. See Commodity Futures Trading 

Commission

Charitable giving 41

Checkbook Magazine 117

Checking Accounts 4

Checks & checking accounts 4

unsolicited 4

Children

Administration for Children & 

Families 105

baby equip. safety issues 54

Children’s Advertising Review Unit 

158

Children’s Online Privacy Protection 

Act 40

health insurance for 28

online privacy protection 33

peddling items door-to-door 40

Children’s Advertising 

Review Unit (CARU) 158

Child support 105

Citizenship

Bureau of Citizenship and 

Immigration Services 107

Civil Rights 102

Closing costs 24

COBRA. See Consolidated Omnibus 

Budget Reconciliation Act

Colleges and universities

Federal Student Aid Information 

Center 104

Commissaries. See Military

Complaints

Better Business Bureaus 65–70

Call for Action 52

Consumer Sentinel 56

contact the seller 51

credit 11

debt collection 13

dispute resolution programs 52

federal government agencies 102

filing complaints 51

help from outside organizations 51

legal help 53

letter 55

medical services 20

Military Sentinel 58

reporting fraud 54

safety hazards 54

sales call 41

small claims court 53

state banking authorities 139

state consumer protection 122

state insurance regulators 143

state securities administrators 148

state utility commissions 152

telephone service 37

written 51, 55

Comptroller of the Currency 111

Conciliation, for dispute resolution 53

Consolidated Omnibus Budget 

Reconciliation Act 28

Consumer Action 118

credit card compare 10

Consumer Credit Counseling Service 13

Consumer Electronics Association 

(CEA) 158

Consumer Federation of America 118

Consumer Information Catalog 114

Consumer Leasing Act 7

consumer offices 122

Consumer Product Safety Commission 102

Consumer Reports 56, 118

car safety 8

Consumer rights

credit denial 12

debt collection 14

health insurance claims 28

illegal creditor questions, policies 9

installment loans 15

out of control debt 13

payday loans 14

resolving credit problems 11

tax refund loans 14

Consumers Union 8, 56, 118

Consumer World 56

Contests

guidelines 44

Cooling-off period 41

Copyright/digital ownership. See Internet

Corporate consumer contacts 71

Counseling Services

housing counseling 21

out-of-control debt 13

Cramming 36

Credit. See also Loans

bankruptcy 14

credit reports and scores 11

dealing with debt problems 12

Equal Credit Opportunity Act 9

Fair Credit Reporting Act 12

free credit reports 11

National Consumer Law Center 10

Credit bureaus

credit reports and scores 11

Equifax 11

Experian 11

FICO score 11

free annual credit report 11

TransUnion 11

Credit Card Responsibility and 

Disclosure Act of 2009 12

Credit cards 9. See also Prepaid cards

Annual Percentage Rate 10

comparing cards 10

complaints 11

consumer rights 9

disclosure act 10, 12

fees 10

finance charges 10

grace period 10
Index

163

insurance 9

interest rate 10

lost and stolen 10

offers to skip a payment 11

overseas conversion fees 44

paying for home improvement 

repairs 25

paying for travel 44

payment skipping offers 11

periodic rate 10

PIN numbers 38

Credit repair 11

scams 13

Credit Repair Organizations Act 12

Credit reports and scores

FICO score 11

free annual credit report 11

major credit bureaus 11

negative information 12

Credit Union National Association 

(CUNA) 158

Credit unions

counseling services 13

Credit Union National 

Association 158

National Credit Union Admin. 115

Credit Unions 4

Customs 107

D

Deaf and hearing impaired persons

Better Hearing Institute 157

relay services 57

TTY service 57

Debit cards

liability 2

PIN numbers 2

Debit Cards 2

Debt. See also Credit, Loans

Bureau of the Public Debt. See 

also Credit; Loans

debt management assistance 13

out of control debt 13

Department of Homeland Security 107

Bureau of Citizenship and 

Immigration 107

Federal Emergency Management

Agency 107

National Flood Insurance Program 

107

Ready campaign 107

Transportation Security 

Administration

United States Coast Guard 107

United States Fire Administration 

108

Dieting. SeeWeight Loss

Diploma mills

Direct MarketingAssociation (DMA) 158

remove your name from telemarketing 

lists 42

Direct Selling Association (DSA) 158

Disability Insurance 28

Disability, persons with 57

Americans with Disabilities Act 109

National Council on Disability 57, 115

National Disability Rights Network 57

National Library Service for the Blind 

and Physically Handicapped 57

Office of Disability Employment 

Policy 109

Office of Fair Housing and Equal 

Opportunity 108

relay services 57

services and resources 57

The U.S. Department of Education 57

U.S. Department of Housing and 

Urban Development 57

Discrimination

Americans with Disabilities Act 109

Commission on Civil Rights 102

housing 21

Dispute Resolution Programs 52

legal help 53

recovery services 53

Distance Education

Distance Education and Training 

Council 158

Distance Education and Training 

Council 158

DMA. See Direct MarketingAssociation

DOC. See U.S. Department of Commerce

Doctors

choosing 19

specialists 19

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

Do Not Call Registry 42

Door-to-door peddling, by youth 40

DOT. See U.S. Department of 

Transportation

Drug Enforcement Administration 109

DSA. See Direct Selling Association

E

Earthquakes

insurance for 29

Education 15

AFSA Education Foundation 156

diploma mills 16

Distance Education and Training 158

EDInfo Electronic Newsletter 104

ED Pubs 103

federal student aid 16, 104

financial aid scams 16

grants 15

information resource center 104

National Library of Education 104

No Child Left Behind 104

Office of Special Education and 

Rehabilitative Services 104

scholarships 15

student loans 15

work study programs 15

Eldercare Locator 20, 105

Elderly persons. See alsoAging

Administration on Aging 105

American Association of Homes and 

Services for the Aging 20

Eldercare Locator 105

National Consumer Law Center 120

National Council on the Aging 120

Electric companies, choosing 47

Electronics

Consumer Electronics Assoc. 158

E-mail

availability 31

free addresses 33

Internet Service Provider 30

mass e-mails 32

phishing 33

spam 33

Employer Identification Numbers 111

Employment 16

agencies 16

employment advertising complaints 17

multi-level marketing 17

mystery shopper jobs 17

net-based business opportunities 18

U.S. Department of Labor 109

work at home companies 17

Energy. See Utilities

energystar 47

Energy Star Program 112

Environmental Protection Agency 112

EPA. See Environmental Protection 

Agency

Equal Employment Opportunity 

Commission 113

Equifax 11

Espanol.gov. See GobiernoUSA.gov

Escrow accounts 24

Estate planning. SeeWills

Experian 11

F

FAA. See Federal Aviation 

Administration

Fair Credit Reporting Act 12

credit information privacy 39

Fair Debt Collection Practices Act 12
Index

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

164

FCIC. See Federal Citizen Information 

Center

FDA. See U.S. Food and Drug 

Administration

FDIC. See Federal Deposit Insurance 

Corporation

Federal Aviation Administration 111

Federal Citizen Information Center 114

Federal Communications Commission 113

pre-recorded messages 43

telephone service information 36

Federal Deposit Insurance 

Corporation 3, 113

Federal Emergency Management

Agency 107

FEMA DisasterAssistance 107

Federal Government 102

reporting fraud 54

Federal Maritime Commission 113

Federal Reserve System 114

Federal Trade Commission 114

3-Day Cooling-Off Rule 41

avoiding foreclosure 24

Buyers Guide for used cars 6

credit information 10

debt collection complaints 14

fraudulent weight loss claims 19

ID theft affidavit 38

reporting spam 33

telemarketing sales calls 43

FEMA. See Federal Emergency 

ManagementAgency

Fertility clinics, success rates 20

FICO score 11

Financial aid 15

Financial aid scams 16

Financial Industry Regulatory Authority

Dispute Resolution 158

Financial Industry Regulatory Authority 

(FINRA) 34, 158

Financial planning

Certified Financial Planner Board of 

Standards 158

Financial Planning Association 158

Financial Planning Association(FPA) 158

Fires 29

U.S. Fire Administration 108

FirstGov.gov. See USA.gov

Fitness

President’s Council on Physical 

Fitness and Sports 105

Floods

insurance for 29

National Flood Insurance 

Program 107

Flying. SeeAir Travel

Food

Center for Science in the Public 

Interest 117

federal dietary guidelines 18

Food Marketing Institute 158

food safety 18

government agencies dealing 

with 102, 103, 105

Health Research Group 119

healthy food choices 18

resources 18

Seafood Inspection Program 103

shopping for 18

Food and Drug Administration. See U.S. 

Food and Drug Administration

Food Marketing Institute (FMI) 158

Foreclosure

avoiding 24

Making HomeAffordable 24

tenants’ rights 26

Foreclosure scams 23

FPA. See Financial Planning 

Association

Fraud

acai berry fraud 19

Alliance Against Fraud 117

avoiding fraud 2

contests and sweepstakes 43, 56

credit application 12

HHS-TIPS Fraud Hotline 105

HUD Inspector General’s Fraud 

Hotline 108

identity 38

insurance 30

investing 35

Medicare 21

National Fraud Information Center/

Internet Fraud Watch 121

online fraud prevention 32

reporting 54

Social Security 116

stopping fraud 2

weight loss claims 19

Fuel economy of cars 6

Funerals. See also Cemeteries

Cemetery Consumer Service 

Council 157

Funeral Consumers Alliance 119

Funeral Rule 49

National Funeral Directors 

Association 160

planning 49

veterans cemeteries 50

G

General Services Administration 114

consumer information 56

Federal Citizen Information 

Center 56

GobiernoUSA.gov 56

Government Agencies 102

Grocery ManufacturersAssociation 159

GSA. See General Services 

Administration

H

Health

American Council on Science and 

Health 117

health-related travel information 46

Health Research Group 119

National Cancer Institute 106

National Health Information 

Center 106

National Institutes of Health 106

Healthcare

American Health Care Assoc. 156

choosing a doctor 19

fertility clinics success rates 20

filing a complaint 20

heart-bypass surgery data 20

Medicare prescription drug coverage 

21

prescription drugs 20

privacy issues 39

Healthcare facilities

assisted living 20

choosing 20

nursing home 20

Healthcare Plans 28

Health insurance

appealing claims 28

Blue Cross and Blue Shield 

Association 157

children 28

COBRA coverage 28

HMOs and PPOs 28

questions to ask 29

Health Insurance 28

Health Insurance Portability and 

Accountability Act 39

Health Maintenance Organizations 28

National Committee for Quality 

Assurance 28

Health Privacy Project 39

Hearing loss. See Deaf and hearing 

impaired persons

Heart-bypass surgery data 20

HHS. See U.S. Department of Health and 

Human Services

Higher education. See also Education

Accrediting Council for Independent 

Colleges and Schools. See 

also Education

Distance Education and Training 

Council 158

state savings programs 15

student loans 15

HIV/AIDS Prevention 106
Index

165

Home Equity Loans 15

Home Improvement 25

Home Improvement Branch 108

Homeowner/Renter’s Insurance 29

Homeownership. See Home equity loans; 

Housing; Mortgages

Hospitals

accreditation 20

consumer complaints 20

Hotlines

AIDS Info 106

Auto safety 64

Call for Action 52

Consumer Product Safety 

Commission 102

EPA’s Fraud, Waste and Abuse 112

Food Information and Seafood 18

HUD’s Inspector General’s Fraud 

Hotline 108

insurance fraud 27

Meat and Poultry 18

Safe Drinking Water 47, 113

STD Hotline 106

Toxic Substances Control Act 

Assistance 113

Vehicle Safety Hotline 111

Housing. See also Mortgages; U.S.

Department of Housing and Urban 

Development; See also Mortgages

avoiding foreclosure 24

buying a home 22

closing costs and escrow accounts 24

counseling 21, 24

Federal Housing Administration 108

foreclosure 24

foreclosure scams 23

home improvement and repairs 25

HUD Housing Counseling 

Clearinghouse 10

interest rates 22

leasing 26

manufactured housing 108

mortgage scams 23

mortgages 22

National Association of 

Home Builders 159

National Association of Realtors 159

refinancing 24

renting 26

reverse mortgages 23

HUD. See U.S. Department of Housing 

and Urban Development

I

Identity theft 38

insurance 38

preventing 38

reporting 38

III. See Insurance Information Institute

Illness. See Healthcare

Immigration Services 107

InCharge Institute of America 13

Insurance 27

American Council of Life Insurers 156

auto insurance 27

Coalition Against Insurance Fraud 118

COBRA 28

credit insurance 9

deductible 27

disability 28

earthquake 29

Federal Housing Administration 108

financial stability of companies 27

flood 29, 107

fraud 30

general information sources 27

health 28

HMO 28

homeowner/renter’s 29

identity theft 30, 38

Insurance Information Institute 159

international healthcare 30

liability 30

life 29

long-term care 29

Medicare 21

National Association of Insurance 

Commissioners 159

National Association of Professional 

Insurance Agents 159

PPO 29

private mortgage insurance 23

state insurance regulators 143

travel 30

umbrella insurance 30

Insurance Information Institute 159

Interest rates

car loans 5

credit cards 10

installment loans 15

mortgages 22

savings and checking accounts 4

Internal Revenue Service 111

e-file 111

Employer Identification Number 12

International Association of Lemon Law 

Administrators 64

InternationalAssociation of Movers 159

Internet. See alsoWebsites

car buying 5

choosing service providers 30

consumer ratings for online stores 32

Copyright 32

e-mail 31

IRS e-file 111

online auctions and sellers 41

online file sharing 31

online pharmacy 20

online privacy protection 39

online trading 35

phishing 33

safer computing 32

social networking 31

spam 33

Internet Service Providers

choosing 30

technical support 31

Investing 33

Certified Financial Planner Board 

of Standards 158

complaints 34

federal government agencies 

dealing with 115, 116

financial brokers and advisors 35

Financial Industry Regulatory 

Authority 158

Financial Planning Association 158

fraud 35

mutual funds 34

National Futures Association 160

North American Securities 

Administrators Association 160

online trading 35

ratings 35

risk 34

Securities and Exchange Commission 

115

state securities administrators. 148

types 34

ISPs. See Internet Service Providers

J

Jobs. See Employment

Joint Commission on Accreditation of 

Healthcare Organizations 20

Jump$tart Coalition for Personal 

Financial Literacy 119

K

Kelley Blue Book 5

Kids. See Children

Kiplinger’s Personal Finance Magazine 35

L

Land

Bureau of Land Management 109

interstate land sales 109

Landlords 27

foreclosure 26

Lawyer Referral Service 53

Leasing. See Cars; Housing

Legal aid offices 54

Legal issues

American Bar Association 156

CLEAR: The Center for Legal 

Empowerment, Accountability and 

Reform 118

National Consumer Law Center 10, 

120

Legal Services Corporation 54
Index

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

166

Lemon Laws 7

Letter 55

Libraries

for the blind 57

general consumer info. sources 56

Life insurance 29

Loans. See also Credit; Debt

cars 5

installment loans 15

payday loans 14

student loans 15

tax refund loans 14

Long-distance service. See phones

Long-term care. See also Nursing homes

American Health Care Assoc.. See 

also Nursing homes

Families USA 119

insurance coverage information 29

Lost Bags 45

Lottery 2

LSC. See Legal Services Corportation

M

Mail

looks like a bill 42

looks like it is from the government 42

U.S. Postal Service 116

Making HomeAffordable 24

Manufactured housing 108

Mayo Clinic 19

Media

help with complaints about products 

or services 52

Mediation, for dispute resolution 53

Medicaid

Centers for Medicare & Medicaid

Services 106

Medical facilities 20

Medical Information Bureau

requesting your file from 39

Medical LibraryAssociation

healthcare information 19

Medicare 21

Centers for Medicare & Medicaid

Services 106

fraud 21

information resources 21

Medicare Rights Center 119

MedlinePlus 19

Mental health

Mental Help Net 19

National Institute of Mental Health 106

Message boards 41

Military 57

Air Force Community Readiness and 

Family Support 57

Army Family and Morale,Welfare

and Recreation Command 58

BBB Military Line 58

commissaries and exchanges 59

family centers 57

Marine Corps Community Services 

57

Military HomeFront 58

Military OneSource 59

Military Sentinel 58

Navy Fleet and Family Support 

Programs 58

U.S. Coast Guard 58

Money Management International 13

Money market accounts 34

Moody’s Investors Services

insurance ratings 27

investment ratings 35

Mortgage BankersAssociation of

America 159

Mortgage scams 23

Mortgages. See also Home equity loans; 

Housing

adjustable rate 22

Federal Housing Administration 108

mortgage refinancing 24

reverse mortgages 23

types of mortgages 22

MotorTrend

new car ratings 5

Moving 25

American Moving and Storage

Association 157

complaints, moving companies 25

Federal Motor Carrier Safety

Administration 110

Household Goods Commercial 

Complaints 111

InternationalAssociation of Movers 

159

Mutual funds 34. See Investing

My Health Privacy 39

Mystery shopper jobs 17

Mystery Shopping Providers

Association 159

Myvesta 13

N

NACAA. See National Association of 

Consumer Agency Administrators

NASD. See National Association of 

Securities Dealers; See Financial 

Industry Regulatory Authority

National Archives and Records 

Administration 114

National Advertising Review Council 

159

National Association of Attorneys 

General 159

National Association of Attorneys 

General 156

National Association of Consumer 

Agency Administrators 120

National Association of Home 

Builders 159

National Association of Insurance 

Commissioners (NAIC) 159

National Association of Professional 

Insurance Agents 159

National Association of Consumer 

Advocates 119

National Association of Realtors 159

National Automobile Dealers 

Association 64

used car guide 5

National Cancer Institute 106

National Cemetery Administration 112

National Coalition for Consumer 

Education 120

National Committee for Quality 

Assurance 28

National Community Reinvestment 

Coalition 120

National Consumer Law Center 120

National Consumer Protection Technical 

Resource Center 120

National Consumers League 120

National Council on Disability 114

National Council on the Aging 120

National Credit Union Admin. 115

National Do Not Call Registry 42

National Flood Insurance Program 107

National Foundation for Credit 

Counseling (NFCC) 160

National Funeral Directors 

Association 160

National Futures Association 160

National Highway Traffic Safety 

Administration 111

recalls 7

reporting safety hazards 54

service bulletin database 6

vehicle crash-test information 8

National Institute for Automotive Service 

Excellence 160

National Institute of Food and Agriculture 

102

National Institutes of Health 106

National Insurance Crime Bureau Fraud 

Hotline 27

National Labor Relations Board 115
Index

167

National Legal Aid and Defender 

Association 54

National Library Service for the Blind and 

Physically Handicapped 57

National Park Service 109

National Runaway Switchboard 105

Native Americans

Bureau of Indian Affairs 109

Natural gas companies

choosing 47

NCD. See National Council on Disability

NCLC. See National Consumer Law 

Center

NHTSA. See National Highway Traffic 

Safety Administration

NIFA. See National Institute of Food and 

Agriculture

NIMH. See National Institute of 

Mental Health

NLRB. See National Labor Relations 

Board

NLS. See National Library Service for the 

Blind and Physically Handicapped

North American Consumer Protection 

Investigators 160

North American Securities 

Administrators Association, Inc. 

(NASAA) 160

Nursing homes. See also Long-term care; 

Aging

American Association of Homes 

and Services for the Aging 156

information sources 20

long-term care insurance 29

Nursing Home Compare 20

Nutrition 18

Center for Science in the Public 

Interest 117

federal dietary guidelines 18

Food and Nutrition Service 102

food safety 18

weight loss 18

Nutrition Action Healthletter 117

Nutrition Source 18

O

Occupational Safety and Health 

Administration 110

Office of Special Education and 

Rehabilitative Services 104

Online Auctions and Sellers 42

Online Fraud Prevention 32

OSHA. See Occupational Safety and 

Health Administration; See Occupation 

Safety and Health Administration

P

Passports 46

National Passport Information 

Center 110

requirements 46

Patents and trademarks 103

Pension Benefit Guaranty Corporation 

115

Pensions

Employee Benefits Security 

Administration 110

Pension Benefit Guaranty 

Corporation 115

Persons with disabilities

National Council on Disability 114

Office of Disability Employment 

Policy 109

services and resources for consumers with disabilities 57

United States Access Board 116

Pesticides

National Pesticide Information 

Center 113

Pharmacies. See Prescription drugs

National Association of Boards 

of Pharmacy 21

online pharmacies 20

Phishing 33

Phones 36

cell phones 37

cramming 36

deaf or hard of hearing persons 57

general consumer information 36

pay-as-you-go plans 37

prepaid calling cards 37

slamming 36

voice over internet protocol 38

Physicians. See Doctors

PIN numbers

ATM/debit cards 2

identity theft 38

Planes. SeeTravel

PPOs

Preferred Provider Organizations 29

Predatory loans

car title loans 7

payday loans 14

tax refund loans 14

Preferred provider organizations 29

Prepaid cards 3

Prescription drugs. See also Illegal drugs

general drug information 20

Medicare drug plan 21

online pharmacy 20

reporting safety hazards 54

side effects 21

President’s Council on Physical Fitness 

and Sports 105

Privacy. See also Identity theft

children 40

financial 39

general consumer information 38

medical 39

online 39

Private mortgage insurance 23

Prizes

telemarketing 43

travel 44

Product safety 1

Public Citizen, Inc. 121

Purchases, general tips 1

Q

Quotes

cars 5

contractors 25

general buying tips 1

insurance 27

R

Railroad Retirement Board 115

Real estate

agents 22

Real Estate Settlement Procedures 

Act 24, 109

Surplus Federal Property Sales 114

Recalls 1

Records and recordkeeping. See 

also National Archives and Records 

Administration

car repairs 9

complaints 51

credit reports 11

damaged baggage 45

home improvement and repairs 25

identify theft 38

lost baggage 45

negative credit information in your 

credit report 12

purchase documents 2

Recovery services 53

Rental cars 8

Renter’s Insurance 29

Renting

landlords 27

Ten Tips 26

Repairs

cars 9

home improvement 25

Repossession of cars 9

RESPA. See Real estate

RV Consumer Group 64

S

Safe Drinking Water Hotline 113

Safety issues

automobile recalls 7

cars 8

drinking water 47
Index

Automotive BBB Corporate Contacts Federal Agencies National Consumer State & Local Trade & Professional Index

168

drugs 54

Federal Motor Carrier Safety

Administration 110

food safety 18

Occupational Safety and Health 

Administration 110

product safety recalls 1

reporting safety hazards 54

travel 46

vehicle crash test information 8

Sales calls 43

Sample complaint letter 55

Savings accounts 4

SBA. See Small Business Administration

SEC. See U.S. Securities and Exchange 

Commission

Service contracts, questions to ask 1

Sexually transmitted disease (STD) 

hotline 106

Shopping from home 40

3-day cooling-off rule 41

consumer rights 40

general tips 40

online auctions and sellers 41, 42

your rights 40

youth peddling 40

Slamming 36

Small Business Administration 115

Small claims court 53

dispute resolution 53

file a case 53

Soap and Detergent Association (SDA) 

160

Social networking 31

Social Security Administration 116

Social Security numbers

identity theft 38

Society of Consumer Affairs 

Professionals in Business (SOCAP) 121

Software

copyright 32

Internet service providers 31

spam-blocking 33

Spam 33

Special education

Office of Special Education and 

Rehabilitative Services 104

Standard & Poor’s

insurance company ratings 27

investment ratings 35

States

banking authorities 139

BBB 65–70

car safety inspection 8

consumer protection offices 122

health insurance for children 28

insurance regulators 143

lemon laws 8

physician licensing 19

securities administrators 148

utility commissions 152

STDs. See Sexually Transmitted Disease 

(STD) hotline

Stocks. See Investing

Student financial aid 15

Federal Student Aid Information 

Center 104

financial aid scams 16

Suitcases. See Baggage

Surplus Federal Property Sales 114

Sweetheart swindles 2

T

Taxes

tax refund loans 14

Teacher resources 56

Telecommunications Research and 

Action Center 36

Telemarketing

Alliance Against Fraud 117

Direct MarketingAssociation 158

Do Not Call Registry 42

general consumer information 42

pre-recorded messages 43

removing your name from 

telemarketing lists 42

sales calls 43

Telephone. See Phones

Telephone relay services for deaf and 

hearing impaired persons 57

Television. SeeTV

Term life insurance 29

Thomas Register of American 

Manufacturers 51

Timeshare Scams 45

Tips, general buying tips 1

general consumer tips iii

using the handbook iii

Tire Industry Association 160

Tires 6

Toy Industry Association Inc. 160

Toys

reporting safety hazards 54

Toy Industry Association 160

Trade and Professional Associations 156

Trademarks 103

Transportation Security Administration 107

TransUnion 11

Travel

Aviation Consumer Protection 

Division of the FAA 111

air travel problems 44

airline fees 45

conversion fees 44

delayed and cancelled flights 44

delayed or damaged baggage 45

lost bags 45

overbooked flights 45

passports 46

pay by credit card 44

resolving air travel problems 44

safety 46

The Federation of American 

Consumers and Travelers 119

United States Tour Operators 

Association 160

Travel agents

American Society of Travel Agents 

157

licensing of 44

professional association memberships 44

TV

cable 46

Internet TV 47

satellite 47

U

United States Access Board 116

United States Tour 

Operators Association 160

Universal life insurance 29

Used Cars 5

certified 6

USA.gov 56

U.S. Air Force 57

U.S. Army 58

U.S. Coast Guard 58, 107

U.S. Commodity Futures Trading 

Commission 36, 116

U.S. Consumer Product Safety 

Commission 102

USDA. See U.S. Department of 

Agriculture

U.S. Department of Agriculture 102

Animal and Plant Health Inspection 

Service 102

Center for Nutritition Policy and 

Promotion 102

Food and Nutrition Service 102

food shopping, safety, and nutrition 

information 18

Information Response Team 102

Meat and Poultry Hotline 18, 102

National Institute of Food and 

Agriculture 102

U.S. Department of Commerce 103

reporting safety hazards 54

weights and measures 103

U.S. Department of Defense 103

U.S. Department of Education 103

U.S. Department of Energy 104
Index

169

U.S. Department of Health and Human 

Services 105

U.S. Department of Homeland 

Security 107

U.S. Department of Housing and 

Urban Development 108

Affordable Housing Programs 108

fair housing 21

Federal Housing Administration 108

Home Improvement Branch 108

housing counseling 21

Office of Fair Housing and Equal 

Opportunity 108

RESPA 109

Single Family Housing 108

U.S. Department of Justice 109

U.S. Department of Labor 109

U.S. Department of State 110

Passport Information 110

Visa Services 110

U.S. Department of the Interior 109

U.S. Department of Transportation 110

Vehicle Safety Hotline 111

U.S. Department of the Treasury 111

U.S. Department of Veterans Affairs 112

U.S. Food and Drug Administration 106

food shopping, safety, and nutrition 

information 18

prescription drug information 21

reporting safety hazards 21

U.S. Marine Corps 57

U.S. Navy 58

U.S. Postal Inspection Service 116

reporting fraud 54

U.S. Postal Service 116

mail that looks like a bill 42

mail that looks like it is from 

a government agency 42

U.S. Savings bonds 34

U.S. Securities and Exchange 

Commission 115

U.S. Treasury securities 34

Utilities

electricity 47

energy efficiency information 47

Energy Star Program 112

gas seller 47

natural gas 47

state utility commissions 152

water 47

V

VA. See US Department of Veterans 

Affairs

Vacations. SeeTravel

Vehicles. See Cars

Veterans

benefits information 112

burial information 112

cemeteries 50

health 112

U.S. Department of Veterans 

Affairs 112

Veteran’s Employment and 

Training Service 110

Veterans Administration. See U.S. 

Department of Veterans Affairs

Visas 110

W

Warranties

extended 1, 5

limited 6

manufacturer 6

powertrain 6

repairs 9

secret 7

Water

Safe Drinking Water Hotline 113

Websites. See also Internet; specific 

organizations and federal government 

agencies

BBBOnLine 32, 65

company websites 32

credit counseling 13

healthcare information 18

medical privacy 39

online version of the handbook iii

personal 31

phone charges and fraud info 36

safety recalls 1, 7

Weight Loss

acai berry 19

general guidelines 18

Whole life insurance 29

Wills 48

living will 48

Wireless service. See Cell phones

Workers’ compensation 54

Y

Youth Peddling 40