1998-99 Consumer's Resource Handbook United States General Services Administration Consumer Information Center The Consumer Information Center (CIC) wishes to extend special thanks to the Association of Consumer Agency Administrators, Consumer Connections, the Consumer Federation of America, the National Coalition on Consumer Education, and the National Consumers League for their help in developing this edition of the Consumer's Resource Handbook (CRH). Their expertise on the front lines of consumer education and complaint handling has contributed immeasurably to the value and quality of this publication. Single copies of the Consumer's Resource Handbook are available free by writing to CRH, Consumer Information Center, Pueblo, CO 81009, or by accessing the CIC web site: www.pueblo.gsa.gov. This publication is printed on recycled paper. July 1998 ------------------------------------------------------------------------- Contents Message from President Bill Clinton Contributors What's in This Handbook Sources of Information and Assistance Part 1. Buying Smart Before You Buy Complaining Effectively Writing a Complaint Letter Sample Complaint Letter Consumer Tips Car Repair, Purchase, Renting and Leasing Shopping from Home Watch Out for Fraud Buying Telephone Service Door-to-Door Sales Home Improvement Home Financing Money and Credit Protect Your Credit Report Investment Fraud Consumer Privacy Travel Tips: How to Avoid Scams Part 2. Consumer Assistance Directory National Consumer Organizations Better Business Bureaus Corporate Consumer Contacts Car Manufacturers and Dispute Resolution Programs Trade and Professional Associations State, County, and City Government Consumer Protection Offices State Agencies on Aging State Banking Authorities State Insurance Regulators State Securities Administrators State Utility Commissions State Vocational and Rehabilitation Agencies State Weights and Measures Offices U.S. Military Consumer Services Programs U.S. Military Commissary and Exchange Offices Selected Federal Agencies TDD Services for the Hearing and Speech Impaired Individuals Books for Blind and Physically Disabled Persons Index ------------------------------------------------------------------------- [Graphic Omitted] THE WHITE HOUSE WASHINGTON May 21, 1998 Dear Consumer: I am pleased to welcome you to the 1998-99 Consumer's Resource Handbook. Putting the customer first has long been a defining trait of successful companies, and I'm proud of the progress we've made toward making it the norm in government as well. We have listened to your suggestions, concerns, and ideas, and we are working hard to serve you better. This revised edition of the Consumer's Resource Handbook, produced by the U.S. General Services Administration's Consumer Information Center, reflects the success of many of our efforts. Inside this year's handbook you will find a listing of hundreds of helpful contacts in business, trade associations, consumer organizations, and local, state, and federal government. In many cases, these listings now include web sites and e-mail numbers. The handbook contains an extensive section of consumer advice and guidance, as well, making it a valuable tool for every American consumer. The 1998-99 Consumer's Resource Handbook reflects our ongoing efforts to reinvent and revitalize the federal government. As a taxpayer, you should rightly expect federal employees to respond to your needs efficiently and effectively. This important resource will help us to provide you with consistently outstanding service, and I encourage you to take advantage of it to help keep the American marketplace the best in the world. Sincerely, Bill Clinton ------------------------------------------------------------------------- Contributors The Consumer Information Center wishes to express its gratitude to the contributors listed below who helped make possible the publication of the 1998-99 Consumer's Resource Handbook. Consumer Product Safety Commission Federal Deposit Insurance Corporation The Honorable Ann Brown The Honorable Donna Tanoue Chairman Chairman Cooperative State Research, Federal Emergency Management Agency Education, and Extension Service The Honorable James Lee Witt Department of Agriculture Director Dr. Colien Hefferan Acting Administrator Department of Commerce Federal Trade Commission The Honorable William M. Daley The Honorable Robert Pitofsky Secretary Chairman Department of Defense General Services Administration The Honorable William S. Cohen The Honorable David J. Barram Secretary Administrator Department of Energy Postal Rate Commission The Honorable Bill Richardson The Honorable Edward J. Gleiman Secretary Chairman Department of Justice Securities and Exchange Commission The Honorable Janet Reno The Honorable Arthur Levitt, Jr. Attorney General Chairman Department of Veterans Affairs Office of the West Virginia Attorney The Honorable Togo West General Secretary Darrell V. McGraw Jr. Attorney General The Chase Manhattan Bank Experian First Union National Bank Ford Motor Company General Motors Corporation MasterCard International MCI Telecommunications Corporation Michelin North America, Inc. Society of Consumer Affairs Professionals in Business (SOCAP) Visa U.S.A., Inc. ------------------------------------------------------------------------- What's In This Handbook The information in this Consumer's Resource Handbook (CRH) is presented in two parts: Part I, "Buying Smart," contains general advice on steps to take when shopping for goods or services, warnings on what to watch out for, and specific information on how to shop for certain major items such as cars, credit and home improvements. Part I also offers suggestions on how to complain effectively when problems arise after a purchase is made. A sample complaint letter is included. Part II, "Consumer Assistance Directory," lists offices you can contact for help. This section provides individual names, addresses, telephone numbers, TDD/TTY and fax numbers, e-mail addresses, and web sites for contacts in consumer organizations, corporations, trade associations, and government agencies at the city, county, state and Federal level. To save space, the web site addresses omit http:// and begin with www to indicate access through the World Wide Web. Every effort has been made to insure the accuracy of the information in CRH. But changes do occur. We need your help to keep CRH up-to-date. Please report any changes to CRH Update, Consumer Information Center, 1800 F Street, NW, Rm. G-142, Washington, DC 20405; call 202-501-1794; or e-mail the information to catalog.pueblo@gsa.gov. Sources of Information and Assistance Consumer Information Center (CIC) Pueblo, CO 81009 719-948-4000 Web site: www.pueblo.gsa.gov CIC, part of the U.S. General Services Administration, is a one-stop shopping center for both print and electronic Federal consumer information. CIC does not handle consumer complaints. The free Consumer Information Catalog lists more than 200 free or low-cost Federal booklets on topics such as careers and education, cars, child care, the environment, Federal benefits, financial planning, food and nutrition, health, housing, small business and more. For a free Catalog, send your name and address to Consumer Information Center, Pueblo, CO 81009 or call 1-888-8-PUEBLO, that's 1-888-878-3256. CIC maintains a mailing list of groups that receive 20 or more Catalogs each quarter. Visit www.pueblo.gsa.gov to view and download free copies, or to order print copies of all of the publications listed in the Catalog. You can search the web site for the topics you're interested in, link to other Federal agencies and consumer offices with additional information, get a calendar of upcoming events and the latest consumer news, and find new publications and special resources that may not be available in print. Center for the Study of Services 733 15th Street, NW Washington, DC 20005 202-347-7283 Fax: 202-347-4000 Web site: www.checkbook.org This nonprofit organization publishes books and pamphlets to help consumers select a wide variety of goods and services, including doctors, hospitals and health plans; offers information and services to help consumers get good prices on new cars; and maintains an on-line database to help consumers shop for good prices and desired features in big-ticket products, such as audio and video equipment, major appliances, sporting goods, tires, home-office equipment, etc. Consumers Union of U.S. (CU) 101 Truman Avenue Yonkers, NY 10703-1057 914-378-2000 Fax: 914-378-2900 Web site: www.consumerreports.org A nonprofit, independent organization, CU researches and tests consumer goods and services and disseminates the results in its monthly magazine, Consumer Reports, as well as in other publications and media. Consumer World Web site: www.consumerworld.org Consumer World is a public service site which has gathered over 1,700 of the most useful consumer resources on the Internet, and categorized them for easy access. Cooperative Extension Service The Cooperative State Research, Education, and Extension Service of the U.S. Department of Agriculture has been a source of information and assistance to consumers for decades. With an educator in nearly every U.S. county, Cooperative Extension brings the research-based knowledge of the land grant universities directly to families and communities. Programs cover food and nutrition, housing, gardening, personal finance issues such as budgeting, borrowing, using credit wisely, and saving for retirement and other goals, and more. To locate your county office, check the blue pages of your phone book or call your county government. Federal Information Center (FIC) 1-800-688-9889 TDD/TTY: 1-800-326-2996 The FIC, administered by the U.S. General Services Administration, can help you find information about the Federal Government's agencies, services, and programs. The FIC can also tell you which office to contact for help with problems. The FIC is open from 9 a.m. to 5 p.m. local time, except in Alaska (8 a.m. to 4 p.m.) and Hawaii (7 a.m. to 3 p.m.). Grass Roots Consumer Groups Private and voluntary consumer organizations usually are created to promote specific consumer interests. In some communities, they will help individual consumers with complaints. However, they have no enforcement authority. To find out if such a group exists in your community, contact your state or local government consumer protection office. A list of the state and local offices begins on page 85. Libraries The local library can be a good source of help. Many of the publications mentioned in CRH can be found in public libraries. Some university and other private libraries also allow individuals to use their reference materials. Check your local telephone directory for the location of nearby libraries. U.S. Government Printing Office Library Service Program Stop: SLLD Washington, DC 20401 202-512-1119 Fax:202-512-1432 Website: www.gpo.gov/su_docs/libpro.html The Federal Depository Library Program provides public access to government information at nearly 1,400 libraries nationwide. Media Programs Local newspapers and radio stations often have Action Lines or Hotline services. Many of these services try to resolve all of the consumer complaints they receive. Others handle only the most serious cases or those cases which represent their community's most frequently occurring problems. To find these services, check with your local newspapers, radio and television stations, or local library. Call for Action, Inc. 5272 River Road, Suite 300 Bethesda, MD 20816 301-657-7490 Fax: 301-657-2914 Web site: www.callforaction.org TDD/TTY: 301-657-9462 Call for Action, Inc. is a thirty-five year old international nonprofit network of consumer hotlines, which operates in conjunction with broadcast partners to educate and assist consumers and small businesses with consumer problems. Listed below are hotlines in major markets staffed with trained volunteers who offer advice and mediate complaints at no cost to consumers. Consumers in all other locations should use the network information above. WTAJ-TV Call For Action Altoona, PA 814-944-9336 WBZ-TV & Radio Call For Action Boston, MA 617-787-7070 WIVB-TV Call For Action Buffalo, NY 716-879-4900 WJW-TV Call For Action Cleveland, OH 216-578-0700 WJR Radio/WXYZ-TV Call For Action Detroit, MI 810-827-3362 WINK-TV Call For Action Fort Myers, FL 941-334-4357 KCTV-5 Call For Action Kansas City, MO 913-831-1919 WABC Radio Call For Action New York, NY 212-268-5626 KYW-TV & Newsradio Call For Action Philadelphia, PA 215-238-4500 KDKA Radio Call For Action Pittsburgh, PA 412-333-9370 KTVI-TV Call For Action St. Louis, MO 314-282-2222 KCBS Radio Call For Action San Francisco, CA 415-478-3300 WTVG-TV Call For Action Toledo, OH 419-534-3838 WTOP Newsradio Call For Action Washington, DC 301-652-4357 Occupational and Professional Licensing Boards Many states and some cities and counties license or register members of professions such as doctors, lawyers and home improvement contractors, as well as certain types of businesses, including those engaged in auto repair, debt collection and child day care. In addition to setting licensing standards, these boards issue rules and regulations; prepare and give examinations; issue, deny or revoke licenses; bring disciplinary actions; and handle consumer complaints. Many boards have referral services or consumer education materials to help you select a professional or business. If you contact a licensing agency about a complaint, the agency will contact the professional on your behalf and might conduct an investigation and take disciplinary action against the licensee. This action can include probation, license suspension, or license revocation. To find the office of an occupational or professional licensing board, check your local telephone directory for state, city and county listings under the profession or type of business about which you want information or against whom you want to file a complaint. Your state or local consumer affairs office can also help you find the right agency. Legal Help Before you file suit, note that some of the sources of help listed in the Consumer's Resource Handbook have a policy of declining complaints from consumers who have already taken legal action regarding that complaint. Small Claims Court Small claims courts were established to resolve disputes involving claims for small amounts of money. While the maximum amounts that can be claimed or awarded differ from state to state, court procedures generally are simple, inexpensive, quick and informal. Court fees are minimal, and you often get your filing fee back if you win your case. Generally, you will not need a lawyer. In fact, some states do not permit lawyers. If you live in a state that allows lawyers and the party you are suing brings one, do not be intimidated. The court is informal, and most judges make allowances for consumers who appear without lawyers. Remember, even though the court is informal, the judge's decision is binding and must be followed, just like the decision of any other court. If the party bringing the suit wins the case, the party who lost will often follow the court's decision without additional legal action. Sometimes, however, losing parties will not obey the decision. In these cases, the winning party can go back to court and ask for the order to be enforced. Depending on local laws, the court might, for example, order property to be taken by law enforcement officials and sold. The winning party will get the money from the sale, up to the amount owed. Alternatively, if the person who owes the money receives a salary, the court might order the employer to garnish or deduct money from each paycheck and give it to the winner of the lawsuit. Check your local telephone book under the municipal, county or state government headings for small claims court offices. When you contact the court, ask the clerk how to use the small claims court. Many state and local consumer agencies have consumer educational material to prepare you for small claims court. To better understand the process, observe a small claims court session before taking your own case to court. Many small claims courts have created dispute resolution programs to help citizens resolve their disputes before trial. These dispute resolution processes (e.g., mediation and conciliation) often simplify the process. For example, in mediation, both people involved in the small claims dispute meet, sometimes in the evenings or on weekends, and with the assistance of a neutral, third-party mediator, discuss the situation and create their own agreement. For additional information about dispute resolution, write to the American Bar Association, Section on Dispute Resolution 740 15th Street, NW Washington, DC 20005 or call 202-662-1680. Finding a Lawyer If you decide that you need a lawyer, first ask friends and family for a reference. If you are unable to obtain a personal recommendation, check with the Lawyer Referral Service of your state, city or county bar association listed in the telephone directory. You might also be able to receive some free assistance from a law school clinical program where students, supervised by attorneys, handle a variety of legal matters. Some of these programs are open to all. Some limit their service to distinct groups, such as senior citizens or low income persons. Contact a law school in your area to find out if such a program is available. If you cannot afford a lawyer, you may qualify for free legal help from a Legal Aid or Legal Services Corporation office. These offices generally offer legal assistance about such things as landlord-tenant relations, credit, utilities, family matters (e.g., divorce and adoption), foreclosure, home equity fraud, social security, welfare, unemployment, and workers' compensation. Each Legal Aid office has its own board of directors which determines the priorities of the office and the kinds of cases handled. If the Legal Aid office in your area does not handle your type of case, it should be able to refer you to other local, state or national organizations that can provide help. Check the telephone directory to find the address and telephone number of the Legal Aid office nearest to you. For a directory of Legal Aid offices, contact the National Legal Aid and Defender Association, 1625 K Street, NW, 8th Floor, Washington, DC 20006; 202-452-0620; fax 202-872-1031; send an e-mail to info@nlada.org; or visit its web site at www.nlada.org. The Legal Services Corporation (LSC) was created by Congress in 1974. There are LSC offices in all 50 states, Puerto Rico, the Virgin Islands, Guam and Micronesia. To find the LSC office nearest you, check the telephone directory, call the Federal Information Center at 1-800-688-9889, or call the LSC Public Affairs Office at 202-336-8800. You can also write to the LSC Public Affairs, 750 1st Street, NE, 10th Floor, Washington, DC 20002; access its web site at www.lsc.gov; or send a fax to 202-336-8959. Part I. Buying Smart Before You Buy It is not easy to be a good shopper, but you can save money and avoid later problems if you make good purchase decisions. It is especially important to do your homework when making large purchases, but you can also save money on smaller items that will add up to substantial savings over the long run. If you take the following steps and heed the warnings set out below, you have a good chance of avoiding problems and being happy about what you bought. * Decide in advance exactly what you want and what you can afford. * Research the product or service for which you are shopping, using the resources found in this book, in bookstores, and in the public library. * Ask friends and family for recommendations and avoid companies with which they have had a bad experience. * Shop around. Compare prices and get more than one estimate. * Learn about existing warranties and compare them. To find out about warranties that may be required by law, call your state or local consumer protection office. * Check out a company's complaint record with your local consumer affairs office and the Better Business Bureau. Knowing the number of complaints is not enough. Find out, if you can, the nature of the complaints filed. If you are making a large purchase, it is a good idea to take a look at the actual complaint files to learn more about the complaints and see how the company responded. You should remember that a number of complaints against a small company may be more significant than the same number against a larger one. * Make sure that the company with which you do business has obtained all appropriate state and local licenses and has complied with any other regulations. * Read and understand any contract you are asked to sign. Make sure that all the blanks are filled in and that any verbal promises made by the salesperson are committed to writing. * Bear in mind that extended warranties or service contracts offer a high margin of profit to the business. You need to decide whether the extra peace of mind you gain is worth the price. To find out more about extended warranties and service contracts, contact the Federal Trade Commission or your state or local consumer office. * Check out a seller's refund and return policy and get it in writing. * Consider paying by credit card. If you later have a legitimate dispute with the seller, you do not have to pay a charge made on your credit card. For more information on credit card protection see page 26. * Read the consumer tip section beginning on page 9 for information on specific consumer transactions, and consult the Consumer Information Catalog (see page 1) for other brochures and pamphlets on selected consumer topics. * Do not give out your credit card number, checking or savings account number, Social Security number, or other personal information to any company you do not know. * Do not be misled into thinking that you have an automatic three-day or other cancellation period for all purchases. There are only a few types of contracts which the law gives you a right to cancel. Federal law, for example, gives you the right to cancel certain door-to-door contracts within three days, and some states provide for cancellation periods for such things as health and dating club contracts. Check with your state and local consumer office for more information about cancellation rights. * Do not do business with a company whose salespeople hurry you to make a decision, give you any kind of high pressure sales pitch, or ask you to wire money or make payment through a courier. * Do not do business with an unfamiliar company whose only address is a post office box. The company may be nothing but a mail drop that will give you little or nothing for your money and will be difficult or impossible to locate if you later have a complaint. * Do not be taken in by lotteries, pyramid schemes, multi-level marketing schemes, or companies that ask for payment in advance, especially for employment referrals, credit repair, or providing a loan or credit card. * Walk away or hang up when you hear the following: * Sign now or the price will increase;" * "You have been specially selected...;" * "You have won...;" * "All we need is your credit card (or bank account) number--for identification only;" * "All you pay for is postage, handling,taxes...;" * "Make money in your spare time--guaranteed income...;" * "We really need you to buy magazines (a water purifier, a vacation package, office products) from us because we can earn 15 extra credits...;" * "I just happen to have some leftover paving material from a job down the street...;" * "Be your own boss! Never work for anyone else again. Just send in $50 for your supplies and...;" * "A new car! A trip to Hawaii! $2,500 in cash! Yours, absolutely free! Take a look at our...;" * "Your special claim number entitles you to join our sweepstakes...;" or * "We just happen to be in your area and have toner for your copy machine at a reduced price." After You Buy To avoid problems, read and follow product and service instructions. Remember that the way you use or take care of a product might affect your warranty rights. Save all contracts, sales receipts, canceled checks, owner's manuals and warranty documents. However, even if you have done your homework before making a purchase and adhered to all of the seller's instructions, you might still find yourself with a consumer problem. Complaining Effectively--Steps To Take * In some instances it will be best to contact the business that sold you the item or performed the service. In other cases, you may wish to go directly to the headquarters of the company or the manufacturer. Ask if they have a consumer affairs office and, if so, report the problem directly to them. Calmly and concisely describe the problem and what action you would like taken. * Keep a record of your efforts to resolve the problem. When you write to the company, describe the problem, what you have done so far to resolve it and what solution you want. For example, do you want your money back or the product repaired or exchanged? * Allow time for the person you contacted to resolve your problem. Keep notes of the name of the person you spoke with, the date, and what was done. Save copies of all letters to and from the company. Don't give up if you are not satisfied. There are third--party dispute resolution programs, trade associations, media programs, national consumer organizations, and legal assistance programs listed throughout this publication that may be able to assist you. Writing A Complaint Letter Whom To Contact and How To Find Them * Address letters to the company consumer affairs department or to the president if there is no consumer affairs office. * Call the company's toll free number. Look for it on any documents you have received from the company, in a directory of toll--free telephone numbers available at your public library, by calling toll--free directory assistance at 1-800-555-1212 or by referring to the many corporate consumer contacts beginning on page 42. * Check the product label or warranty for the name and address of the manufacturer or parent company. * Because the name of the manufacturer or parent company is often different than the brand name, check the following books in the reference section of your local library for contact information: Standard & Poor's Register of Corporations, Directors and Executives; Standard Directory of Advertisers; Trade Names Dictionary; Brands and Their Companies; and Dun & Bradstreet Directory. * Check the state agency (possibly the corporation commission or secretary of state's office) that provides addresses for companies incorporated in that state. What To Say * Include in the letter your name, address, home or work telephone numbers, and account number, if any. * Make your letter brief and to the point. Include the date and place you made the purchase, who performed the service, information about the product (such as the serial or model number, warranty terms), what went wrong, with whom you have tried to resolve the problem, and what you want done to correct the problem. * Be reasonable, not angry or threatening. Type your letter, if possible, or make sure that your handwriting is neat and easy to read. * Use the sample consumer complaint letter on the following page as a guide. * Include copies, not originals, of all documents. What To Do Next * You might want to send your complaint letter with a return receipt requested. This will cost more, but it will give you proof that the letter was received and will tell you who signed for it. * Keep a copy of your complaint letter, and all letters to and from the company. * If you believe you have given the company enough time to resolve the problem, file a complaint with your state or local consumer protection office, the Better Business Bureau, or the regulatory agency that has jurisdiction over the business, e.g., banking, insurance and utilities commissions. Their addresses can be found starting on pages 35, 85 and 105 respectively. Include information about what you have done so far to try to resolve your complaint. If you think a law has been broken, contact your local or state consumer protection agency right away. Sample Complaint Letter [Graphic Omitted] Consumer Tips Consumers armed with information can make smart choices, spot scams and frauds, and avoid problems. Every year the Consumer Federation of America and the National Association of Consumer Agency Administrators survey government consumer protection offices to find out what transactions generate the most complaints. The most recent "winners" were new and used car sales, home improvement, auto repair, retail sales, mail order and telemarketing, and credit and collections. Here are suggestions to help you avoid problems during these and other consumer transactions. For addresses, telephone numbers, and web sites of government offices and other organizations listed in this section, please consult Part II of CRH, the Consumer Assistance Directory. Car Repair, Purchase, Renting and Leasing Car Repair * Choose a reliable repair shop recommended to you by family or friends or an independent consumer rating organization. Check out the repair shop's complaint record with your state or local consumer protection office or Better Business Bureau. * When you take the car to the shop, describe the symptoms. Don't diagnose the problem. * Get more than one estimate. Get them in writing. * Make it clear that work cannot begin until you have authorized it. * Don't authorize work without a written estimate or, if the problem can't be diagnosed on the spot, insist that the shop contact you for your authorization once the trouble has been found. * Don't sign a blank repair order. Make sure the repair order reflects what you want done before you sign it. * Is the repair covered under warranty? Follow the warranty instructions. * Ask the shop to keep the old parts for you. * Get all warranties in writing. * Some car manufacturers may be willing to repair certain problems without charge even though the warranty has expired. Contact the manufacturer's zone representative or the dealer's service department listed on page 76 for assistance. * Keep copies of all paperwork. Some states, cities and counties have special laws that deal with auto repairs. For information on the laws in your state, contact your state or local consumer protection office listed on pages 85-99. Buying a Used Car Find a car that the dealer covers with a warranty by checking the "Buyers Guide" posted on used cars. Select a car with at least a 30-day, 100% warranty under which the dealer agrees to pay all repair costs for covered items. Avoid "As Is - No Warranty" cars. Choose a safe car. Look for the current safety inspection sticker required by your state. Call the National Highway Traffic Safety Administration toll free number (1-800-424-9393) to see if the manufacturer has recalled the car for safety defects. If it has been recalled, ask the dealer for proof that the defect has been repaired. Check with your state motor vehicle department to research the car's title history. Make sure the car is not a "lemon buy-back," salvaged, or wrecked car. Get the written mileage disclosure statement required by federal law from any seller and make sure it matches the odometer reading on the car. Check the title to the car before you sign on the dotted line. Look carefully at the car in full daylight. Take it for a test drive. Get a reputable mechanic who does not work for the dealer to check it over, and pay for a diagnostic test. Ask the mechanic if the car would pass a safety inspection so that you can ask the dealer to make repairs before you buy the car. Check out the frequency of repair records for used cars in Consumer Reports magazine which you can find at the library. Don't sign on the spot. Check prices at the library with the NADA Official Used Car Guide or used car pricing services. Comparison shop. Handle your car trade-in, the used car purchase, and financing as three separate transactions to get the best deal on each. Get a written price quote before you talk about your trade-in or dealer financing. Shop in advance for the best deal in financing at your credit union, bank or finance company. Compare their Annual Percentage Rate and total finance charge with financing offered by the dealer. Look at the total cost, not just the monthly payment. Don't take possession of the car until the financing paperwork is final. Avoid high-profit, low-value extras sold by dealers, such as credit insurance, extended service contracts, auto club memberships, rustproofing and upholstery finishes. Buying from a Private Individual Consider buying a used car from someone you know. You can get a reliable car for a lower price from the original owner who knows the car's service and repair record. But private sellers generally have less responsibility than dealers for defects or other problems. * Check with your state's motor vehicle department on what paperwork you will need to register a vehicle. * Make sure the seller isn't a dealer posing as an individual. That might mean the dealer is trying to evade the law and might be an indicator of problems with the car. Look at the title and registration. Make sure the seller is the registered owner of the vehicle. * Ask the seller lots of detailed questions about the car. * Have the car inspected by your mechanic before you agree to buy it. Buying from a Dealer * Check the complaint records of car dealers with your state or local consumer protection agency or Better Business Bureau. * Read the "Buyers Guide" sticker required to be displayed in the window of the car. It gives information on warranties, if any are offered, and provides other information. * In most states, used cars may be sold "as is." If the "as is" box is checked off on the "Buyers Guide," you have no warranty. * If the "warranty" box is checked off on the "Buyers Guide," ask for a copy of the warranty and review it before you agree to buy the car. * Have the car inspected by your mechanic before you agree to buy it. * Some states have laws giving extra protection to used car buyers. Contact your state or local consumer protection office to find out what rights you might have. Buying a New Car * Evaluate your needs and financial situation. Read consumer magazines for performance, service, and safety ratings, and test drive several models before you make a final choice. * Find out the dealer's invoice price for the car and options. This is what the manufacturer charged the dealer for the car, not counting any rebates, allowances or other incentives that reduce the cost to the dealer. You can order this information for a small fee from consumer publications you can find at your local library. * Find out if the manufacturer is offering rebates that will lower the cost. * Get price quotes from several dealers. Find out if the amounts quoted are the prices before or after the rebates are deducted. * Keep your trade-in negotiations separate from the main deal. * Compare financing from different sources, for example, banks, credit unions and other dealers, before you sign the contract. * Dealer finance managers may try to "flip" your purchase to a lease, ignoring the agreed upon sales price and the promised allowance on the trade-in. Examine dealer documents carefully to make sure you are buying, not leasing, the vehicle. Look for a balloon payment and "base mileage" disclosures that indicate a lease instead of a finance contract. * Read and understand every document you are asked to sign. Do not sign anything until you have made a final decision to buy. * Think twice about adding expensive extras you probably don't need to your purchase, for example, credit insurance, service contracts or rustproofing. * Inspect and test drive the vehicle you plan to buy, but do not take possession of the car until the whole deal, including financing, is finalized. * Don't buy on impulse or because the salesperson is pressuring you to make a decision. Credit and Sublease Brokers A new and rapidly growing area of consumer fraud involves con artists who prey on people who have bad credit and who are having problems getting loans to buy cars. There are two main schemes: * The "credit broker" promises to get a loan for you in exchange for a high fee. In many cases, the "broker" takes the fee and disappears. * The "sublease" broker charges a fee to arrange for you to "sublease" or "take over" someone else's car lease or loan. Such deals usually violate the original loan or lease agreement. Your car can be repossessed even if you've made all of your payments. You also might have trouble insuring your car. Car Leasing When you buy a car, you own the car. When you lease, you pay to drive someone else's vehicle. Although leasing can involve lower monthly payments than a loan, at lease end, you still have no ownership or equity in the car. New rules under the Consumer Leasing Act require leasing companies to disclose standardized information to lease customers. In addition to the information disclosed on a standardized form, you should always ask for an itemization of the capitalized cost. Shop as if you're buying a car. Negotiate all the lease terms, including the price of the vehicle. Lowering the lease price will help reduce your monthly payments. Get all the terms in writing. Ask about standards for wear and use. Dings that you may regard as normal wear and tear may be billed as significant damage at the end of your lease. Ask the dealer to give you an example of the early termination charges, for example, if the car is totaled six months after the lease is signed. Expect to pay a substantial charge if you give the car up before the end of your lease. Most leases allow you to drive 12,000 to 15,000 miles a year. Expect a charge of 10 to 25 cents for each additional mile. Make sure the manufacturer's warranty covers the entire lease term and the number of miles you are likely to drive. Make sure you get every item of equipment listed on the lease. Otherwise, you could be charged for "missing" equipment at the end of the lease. Before you sign the deal, take a copy of the contract home and review it carefully away from any dealer pressure. Be alert for any charges that were not disclosed at the dealership, like conveyance, disposition, and preparation fees. Make sure you got credit for any trade-in. You do not have an automatic three day right to cancel a lease after you sign it. When you finance a car, the finance charge must be stated as an Annual Percentage Rate (APR). There is no similar requirement for disclosing the cost of leases. "Lease rates" or "money factors" do not have standardized definitions and are not equivalent to an APR. Auto Service Contracts Dealers may try to sell you an auto service contract or "extended warranty" when you buy a new or used car. A warranty comes with a new car and is included in the original price of the vehicle. A service contract is sold separately and is a promise to pay for certain repairs or services. Usually a service contract is a high-profit add-on, costing hundreds to more than $1,000. The service contract may duplicate any warranty coverage you get from the manufacturer or dealer. Does the dealer, the manufacturer, or an independent company back the service contract? What happens to your coverage if the dealer or administrator goes out of business? Common repairs for parts like brakes and clutches generally are not included in service contracts. Watch out for exclusions that deny coverage for any reason and other terms that could cost extra when repairs are made. How are claims handled? Can you choose among several service dealers or repair centers or do you have to return to one dealer? Is your car covered if it breaks down on a trip or if you move out of town? Do you need prior authorization for repair work? Failure to keep up manufacturer's recommendations for routine maintenance can void the service contract. The contract may prohibit you from taking your car to an independent station for routine maintenance or performing the work yourself. Lemon Laws Almost every state has a new car "lemon law" that allows the owner a refund or replacement when a new vehicle has a substantial problem that is not fixed within a reasonable number of attempts. Many specify a refund or replacement when a substantial problem is not fixed in four repair attempts or the car has been out of service for 30 days within the first 12,000 miles/12 months. If you believe that your car is a lemon: * contact your state or local consumer protection office for information on the laws in your state and the steps you must take to resolve the situation; * give the dealer a list of symptoms every time you bring it in for repairs; keep copies for your records; * get copies of the repair orders showing the reported problems, the repairs performed and the dates that the car was in the shop; and * contact the manufacturer, as well as the dealer, to report the problem. Some state laws require that you do so to give the manufacturer a chance to fix the problem. Your owner's manual will list an address for the manufacturer. Vehicle Repossessions When you borrow money to buy a car, you should know that: * The lender can repossess if you miss a payment or for any default (a violation of the contract). * The lender can repossess without advance notice. * After repossession, the lender might be able to accelerate, meaning the lender can require the borrower to pay off the entire balance of the loan in order for the borrower to get the vehicle back. * The lender can sell the vehicle at auction. * The lender might be able to sue the borrower for the deficiency if it sells the car for less than the borrower owes. This is true even in voluntary repossessions. * The lender cannot commit a "breach of the peace," for example, breaking into a home or physically threatening someone, in the course of a repossession. If you know you're going to be late with a payment, talk to the lender to try to work things out. If the lender agrees to a delay or to modify the contract, be sure you get the agreement in writing. Some states have laws which give consumers additional rights. Contact your state or local consumer protection office for more information. Renting a Car Federal law does not cover short-term car and truck rentals. However, there are state laws that do. You should contact your state or local consumer protection office for more information on laws in your area. * Shop around for the best rates. * Compare all fees, in addition to the daily/weekly rate, before renting. * Most car rental contracts make the consumer liable for all damage to the vehicle, no matter who caused it. Before you rent a car, check with your own car insurance company and your credit card company to see if they cover car rentals and to what extent. Collision Damage Waiver (CDW), in states that allow it, is an optional charge of $9 to $13 a day by the rental company. CDW is not technically collision insurance, but is a "guarantee" that the rental company will pay for certain damages to your rented car. If you decline to pay extra for CDW, you accept responsibility for any damages. Rental companies also may sell loss of use and liability insurance. Check with your insurance agent in advance, so you do not duplicate coverage you already have. * If you pay by credit card, some rental companies will place a hold or freeze on your account during the rental period. Others might start to charge your account before the rental period is over. Find out the company's policy in advance. * Carefully inspect the vehicle and its tires before renting, and write down all the dents and scratches you see. * Check refueling policies. You can refill at a local gas station, you can let the car rental company refuel the car at its price, which is usually higher, or you can pay in advance for a refill which will cost you needlessly if there is any unused gas upon returning the vehicle. * Contact your state or local consumer protection agency for information on state law or to report problems with your car rental. Shopping from Home You can order all kinds of products and services from companies in other states, or even in other countries, from the comfort of your own home. But use caution and know your consumer rights when you do business long-distance. When you order something by mail, phone, fax or computer, the Federal Trade Commission Mail or Telephone Order Merchandise Trade Regulation Rule requires the company to: * ship the merchandise within the time promised or, if no specific delivery time was stated, within 30 days of receiving your order; * notify you if the shipment cannot be made on time and give you the choice of waiting longer or getting a refund; and * cancel your order and return your payment (or credit your account if you charged the purchase) if the new shipping date cannot be met, unless you agree to another delay. If you applied for a charge account with the merchant at the same time that you placed your order, the company has an extra 20 days to ship the merchandise to allow time for your application to be processed. The Rule only applies to the first shipment of magazine subscriptions and other merchandise that comes repeatedly. And it does not apply to orders for services (for example, photo finishing), sales of seeds and growing plants, collect-on-delivery (C.O.D.) orders, and transactions that are covered by the FTC Negative Option Rule, such as book and music clubs. There may also be laws or regulations in your state that apply to orders by mail, telephone, fax or computer. To find out, contact your state or local consumer protection agency. While federal and state laws may apply if a consumer in the U.S. deals by phone, mail or computer with a company in another country, it may be difficult to pursue claims. Be especially careful in cross-border transactions. Tips for Smart Long-Distance Shopping * Know who you are dealing with. If the company isn't familiar to you, check it out with your local or state consumer protection agency and the Better Business Bureau. Even if they don't have information about the company, they can give you advice and refer you to other sources of information. * Keep records. Write down the company name, mailing address and web site or e-mail address, if applicable, phone number, description of what you ordered, date, amount you paid, how you paid (check, money order, charge, etc.) and how you delivered your payment (mail, courier service, provided credit card number on phone or online, etc.). * Note the delivery period. Keep any advertisements or materials that show a specific delivery time, or write the delivery time in your records if one was promised. * Keep track of your order. If it isn't delivered on time and you haven't heard anything, contact the company. It's your choice whether to wait longer or cancel. If you cancel, your money must be refunded within 7 days (or your account must be credited within one billing cycle if you charged the order). The company can't substitute a merchandise credit for a refund. * When you use a credit card to pay for products or services, you have a right to dispute the charges if the items were not delivered or were misrepresented. See page 26. If you can't resolve your problem by working directly with the company, contact your state or local consumer protection agency for assistance. Report possible violations of FTC rules to that agency at the address on page 131. If the order was placed by mail, report the problem to the U.S. Postal Inspection Service by calling 1-800-654-8896. While federal agencies don't usually act on individual complaints, this information helps them identify patterns of abuse and take appropriate action. Watch Out for Fraud Many legitimate businesses use the mail, telephone, or the Internet to promote their goods and services, but fraudulent companies also take advantage of those ways to reach consumers. Telemarketing The FTC's Telemarketing Sales Rule requires telemarketers to: * disclose the total cost and other terms of sale before you make any payment for the goods or services; * tell you if they don't allow refunds, exchanges or cancellations; and * provide the odds of winning a prize, inform you that no purchase is necessary, and tell you how to get instructions for entering without buying anything. In addition, telemarketers who call you must provide the seller's name, disclose that it's a sales call, and tell you exactly what they're trying to sell. It's illegal for telemarketers to misrepresent what they're offering, call before 8 a.m. or after 9 p.m., threaten, intimidate or harass consumers, or call again if you ask them not to. It's also illegal for telemarketers to request advance payment to help repair your credit record, recover money you lost to other telemarketers, or help you get credit or loans. This FTC rule applies when you receive a call from a telemarketer in another state or country, or when you make a call to a company in another state or country in response to a mail solicitation. But the rule does not apply when you call to order from a catalog or in response to an ad on television or radio, or in a magazine or newspaper (with some exceptions). Nor does it apply to solicitations for goods or services you received by fax or computer, or to nonprofit organizations, investment brokers and advisors, banks, other financial institutions, and certain other types of businesses. Under the Telephone Consumer Protection Act, Federal Communications Commission rules limit telemarketing calls to between 8 a.m. and 9 p.m. and require telemarketers to maintain "Do Not Call" lists of consumers who have asked not to be called again. FCC rules also prohibit: * automatic dialing machines and prerecorded voice message devices from calling emergency phone lines, guest or patient rooms in a hospital, nursing home or similar establishment, paging or cellular phone numbers or any service for which the person called will be charged for the call; * prerecorded voice message devices from calling residential phone lines unless it's an emergency or the person being called has agreed in advance; * unsolicited advertisements from being sent by fax to either a residence or a business; and * prerecorded calls using automatic dialing machines from tying up your phone line for more than 5 seconds (or 25 seconds depending on your local telephone exchange) after you hang up. These FCC rules apply no matter whether the calls are made within a state or between states. Some states have registration and other requirements for telemarketers who solicit their residents. Check with your state or local consumer protection agency. Mail It is illegal to use the mail as part of a plan or promotion designed to obtain payment from someone based on fraud or misrepresentation. No matter how it's used -- to send solicitations to consumers, to receive consumers' payments, to transmit information from one company location to another, or in any other way-- if the mail is involved to further the scheme, federal mail fraud laws apply. It's also against federal law for private or commercial interstate delivery services to be used as part of a fraudulent scheme. It's illegal to use the mail or any private or commercial delivery service to send lottery solicitations or tickets across state lines or from another country into the United States. Federal law also prohibits mail that looks like it's from a government agency when it isn't, or that looks like an invoice when no goods or services were ever ordered, unless it clearly states that it is not a bill but only a sales solicitation. For more information about mail fraud, contact the U.S. Postal Service, on page 132. Internet Many of the same types of scams that use the phone or mail can now be found in cyberspace. Since anyone can create a flashy web site or send what appears to be a friendly e-mail message, it can be hard to identify fraud. Furthermore, the Internet and online services make it easier than ever to reach more potential customers -- or victims. So be careful who you do business with in cyberspace. Tips for Avoiding Telemarketing, Mail or Internet Fraud * Don't act immediately. High pressure sales tactics are a danger sign of fraud. Get all the information and consider it carefully. * Check it out. If you're not familiar with the company, check its track record with your state or local consumer protection office and the Better Business Bureau. Even if there is no information about the company, you can get helpful advice. * Don't believe promises of easy money. No one can legitimately claim you'll make big earnings from business opportunities with little or no work, promise high returns on investments with little or no risk, or guarantee that you will win a lottery or sweepstakes. * Be careful what information you provide. Give your credit card, debit card, or bank account number only if you're paying for a purchase using that account -never to verify your identity. Don't provide your social security number unless you're applying for credit or employment. Using your personal information, crooks can steal from you and impersonate you to steal from others. * Don't pay if it's free or you have won. It's another danger sign of fraud if you are asked to pay a fee to get something free or to claim a prize. If you really won a sweepstakes, you pay taxes directly to the government, not through the company. * Be careful how you pay. Never send cash -- you won't have any proof of payment. Use a credit card if possible so you can dispute the charges if the goods or services are not delivered or were misrepresented. If you're providing financial information online, make sure the company uses an encryption program so it won't be intercepted. * Be wary of requests to send your payment by private courier or wire service. The company may be trying to avoid detection by postal inspectors or to get your money before you have a chance to change your mind. * Keep records. Write down the company name, address (including web site or e-mail address), phone number, description of what you ordered, date, amount you paid, how you paid (check, money order, charge, etc.) and how you delivered your payment (mail, courier service, provided credit card number on phone or online, etc.). * Give only to charities you know. Some con artists use names similar to well-known charities or pretend to be raising money for state or local law enforcement agencies. Ask for written information, including how much of the money raised is actually used for charitable purposes, and check with your state or local consumer agency to find out about the legal requirements for charitable solicitations in your area. * Beware of recovery services. These are often scams designed to take your last dime by falsely offering to get money back that you lost to a fraudulent scheme -- for a fee. There is no charge for filing a complaint with a government agency or Better Business Bureau. Many private sellers on the Internet offer items through auctions, online classified ads, newsgroups and chat rooms. Many state and federal consumer protection laws don't apply to private sales, and pursuing claims can be difficult when you are in one part of the country and the seller is in another. Reporting Telemarketing, Mail or Internet Fraud Reporting fraud quickly improves your chances of recovery and helps law enforcement authorities stop scams before others are victimized. Start by contacting your state or local consumer agency for advice and assistance. Suspected violations of FTC rules can be reported to the FTC Consumer Response Center, Washington, DC 20580, 202-326-2222 or send an e-mail to crc@ftc.gov with all of the details. To report possible violations of FCC rules send a letter, along with copies of bills, correspondence or other documentation, to FCC, Common Carrier Bureau, Consumer Complaints, Mail Stop 1600A2, Washington, DC 20554. Mail fraud can be reported by calling the Postal Crime Hotline at 1-800-654-8896. For advice about telemarketing and Internet solicitations and to report those types of fraud, you can also contact the National Fraud Information Center and Internet Fraud Watch programs operated by the National Consumers League, a nonprofit consumer organization. Call 1-800-876-7060 or visit the web site at www.fraud.org Reducing Unwanted Mail, Telephone or Online Solicitations If you don't want to hear from them again, tell telemarketers who call you to put you on their "Do Not Call" lists. Keep a list by your phone with the company name, name of person you talked to, and date of the your conversation. If a telemarketer calls you again, make a note of the date and report it to the proper authorities. You can reach many companies with one request through the Direct Marketing Association, a trade group of telephone and mail marketers. The DMA operates two free services, one to remove consumers from members' telemarketing lists, the other to remove them from members' mail lists. See instructions on page 82. While there is no law requiring mail or online marketers not to contact you again if you ask, reputable businesses will honor your request to take your name off their lists. You can also reduce the amount of unsolicited mail, telephone or online offers that you receive by telling the companies you do business with to remove your name from customer lists that they may rent or sell to other marketers. Information about how to opt out of marketing lists is often provided on companies' sales materials, order forms and web sites. Buying Telephone Service Now you can choose not only your long-distance carrier, but who will provide your local toll and/or local phone service if there is competition in your area. In addition, you can get optional services such as voice mail, call waiting, caller ID, paging, cellular service, etc. from an increasing number of companies. The key to shopping for phone services is to think first about how you use the telephone. Where do you call most often? What time of day or day of the week? Do you want to get messages and if so, do you need voice mail or will an answering machine do? With answers to questions like these, you can compare services and prices to see what fits your needs the best. You may be able to get a great package deal from one company, or you might want to buy services from different companies. * Find out how companies' services work, including whether there are minimum use, time-of-day or distance requirements, flat monthly fees, or special plans. * Get the information in writing and don't be pressured into an immediate decision. * Make sure you're comparing similar plans and features to determine the best rates. The Telecommunications Research and Action Center, a nonprofit group, offers information about residential and business long-distance rates for a small fee. Contact TRAC at P.O. Box 27279, Washington, DC 20005 or visit its web site at www.trac.org Don't be Slammed or Crammed Slamming is the illegal act of switching your telephone company without your permission. It can happen with long-distance service, as well as local toll or local phone service if competition exists in your area. You may not realize you've been slammed until you see a different company name on your phone bill. Or you may be alerted by the fact that your phone charges are much higher than normal. When companies add charges to your telephone bill for optional services you never agreed to such as voice mail, paging, personal 800 numbers, or club memberships, it's called cramming. These charges will usually appear every month, but you may not notice them because they're relatively small -- $5 to $30 dollars -- and might be mistaken for part of your regular phone charges. To avoid being slammed or crammed: * Look at the fine print on contest entry forms and product coupons. You could be agreeing to switch your phone service or buy optional services without realizing it. * Watch out for impostors. Companies may falsely claim to be your regular local or long-distance carrier and offer some type of discount plan, bill consolidation, or special service. Or they may just say they're taking a survey. They may even pretend to be a government agency! * Warn family members and employees. Be sure that no one talks to a company about telephone service or signs up for anything unless that person is authorized to do so. * Beware of "negative option notices." You may receive something that looks like junk mail but is actually a notice that you'll be switched or signed up for optional services unless you say no. While these precautions will reduce the possibility of getting slammed or crammed, they won't eliminate it. Fraudulent companies may switch your phone service or add new services to your bill as a result of your calling a pay-per-call service (see page 18), or by simply picking your name and number out of the phone book. Resolving Slamming or Cramming Problems Look at your telephone bill carefully every month -- especially the pages that show the details. Under FCC rules, no telecommunications carrier can arrange to switch your service to its own without verifying that you agreed. If you've been slammed, contact your local phone company, and ask to be switched back to your original company at no charge. Let the company know that you're switching back, and ask to be enrolled in any special calling plan you had. You should also contact the company that slammed you, whose name and number is on the bill, to exercise your rights regarding those charges. For more information about FCC rules, call 1-888-225-5322 or go to its web site at www.fcc.gov and click on Consumer Info. Generally, consumers can't be held liable for services they never agreed to buy. If you believe you've been crammed, call the number that appears on the page where the charges are detailed. You should also tell your local phone company, which provides the billing service, that you are disputing the charges and that you plan to deduct them from your bill payment. Your phone service cannot be shut off for refusal to pay for unauthorized services. If the service provider insists that the charges are valid, contact your local or state consumer protection agency or state public utilities department. Information and Entertainment Services You can get everything from recorded sports scores and weather forecasts to live psychic readings and access to chat lines by calling special telephone numbers that are designed to provide information or entertainment services. These numbers are sometimes also used to conduct surveys or contests, or for charitable fundraising. Charges can range from less than a dollar to hundreds of dollars, so it's important to be aware of the cost and what you're getting before you dial. If the charges are more than the actual cost of transmitting the call, these are termed pay-per-call services and can only be provided through 900 numbers. See below for exceptions regarding toll free numbers. The "information provider," the company or organization you're calling, sets its own price for the service, and usually bills you through your local telephone company. Rules under the federal Telephone Disclosure and Dispute Resolution Act require advertisements for pay-per-call services to tell you: * the cost of the call. It may be a flat rate, a per-minute charge, or calculated on some other basis. The ad must also state the most you can be charged, if that can be determined, and any minimum or additional charges that you might have to pay; * the odds of winning or the factors that determine your chance of winning any sweepstakes, prizes or awards that may be offered, and how you can enter any contest without having to call the 900 number; * if it's a private company offering information about Federal programs and that the company is not endorsed, approved or authorized by the government; and for services directed primarily to children under the age of 18, that they need their parents' consent to call the number. The rules bar advertising pay-per-call services directed to children under age 12 unless they are for legitimate educational services. If the charge for pay-per-call services will be more than $2, you should hear the following information when you dial the number: * the name of the company or organization and a description of the services it's offering; * the cost of the call; * a notice that you can hang up without any charge within a certain time after a bell or other signal. There can't be any charge for listening to the preamble; and * a warning to kids under 18 that they need their parents' consent to stay on the line. 800, 888, and 877 Numbers Are Free, Aren't They? Generally, 800, 888, or 877 numbers are toll-free. However, the rules allow charges for pay-per-call services provided through 800, 888, and 877 numbers if you agree in advance. There must be either a written contract signed by you that describes the service and how much it will cost, or a verbal agreement in which you provided your credit card, charge account, debit or calling card number to pay for the charges. It's illegal to be connected to a 900 number pay-per-call service through a toll-free number, or for a pay-per-call service to call you back collect after you dialed a number that you thought was toll-free. Both the FTC and the FCC have rules concerning pay-per-call numbers. For contact information see pages 131 and 130. Tips for Protecting Yourself from Fraudulent Pay-Per-Call Charges * Don't make the call if you don't know the cost. If the advertisement doesn't clearly state the cost or tell you how it will be calculated, don't dial the number; * Be wary of promises for free gifts or prizes. The charge for the call may be more than the gift or prize is worth. * Find out how free minutes really work. An advertisement offering free time may sound good, but without knowing if it will be applied to one call or spread out over several calls, and how long the call would normally take, it's hard to judge whether it's as generous as it seems. * Watch out for phony offers of financial assistance. Promises of jobs, loans, credit cards for people with poor credit, "credit repair" or other services aimed at consumers who are in financial hardship are often false. * Don't stay on hold. One of the ways that fraudulent pay-per-call services make money is by keeping you on hold and charging you for that time, even if they assured you that the hold time would be free. * Don't respond to messages to call pay-per-call numbers. Fraudulent pay-per-call services may leave messages with their numbers on your pager, answering machine, or even in your e-mail, often pretending to be calling about a family emergency, a prize or a debt. Information and entertainment services can get around pay-per-call rules by using foreign phone numbers. Most foreign phone numbers require dialing 011 first, but some are dialed just like long-distance numbers in this country, beginning with 1 and then a three-digit area code such as 809 (the Dominican Republic) or 758 (St. Lucia). If you don't know if a number is domestic or foreign, call the operator and ask. Resolving Pay-Per-Call Problems You have the right to dispute pay-per-call charges if: * you didn't make the call; * the amount you're billed is incorrect; * the services were misrepresented; * you are charged for calling a toll-free number without an agreement; or * a credit you're owed doesn't show up on the bill. Your local and long-distance telephone service cannot be disconnected if you refuse to pay for disputed pay-per-call charges. But it's important to act promptly -- you generally have 60 days to dispute the charges. If they appear on your phone bill, call the local or toll-free number that is listed on that page. Make a note of who you spoke to and what was said. Even though you don't have to put your dispute in writing, it's a good idea to follow up with a letter, keeping a copy, that explains the problem and confirms your conversation. Deduct the charges you are disputing and pay the rest of your bill by the due date. You should hear back from the company within 40 days and the problem should be resolved within 90 days. If the information provider insists that the charges are valid and you still disagree, remember that your phone service can't be shut off. If the charges appear on your credit card bill, follow the instructions on the bill for disputes. Be aware that the information provider can pursue the matter through a collection agency, small claims court, or other legal means if it chooses. It can also report the debt to a credit bureau. If you're contacted by a collection agency, respond in writing, explaining why you dispute the charges. You can also put a written explanation in your credit report. You may have other rights according to state law. Check with your state or local consumer protection agency or public utilities department. If the dispute concerns information services provided through a number that may not be covered by the pay-per-call rules, such as foreign phone numbers, find out if you have any protection under state law. You may have to work out a payment agreement with your long-distance company to avoid losing your service. To prevent 900 number calls or foreign calls from being made by your children or someone else in your household, you can request "blocking" from your local phone company. Blocking may be free, or there can be a reasonable charge. Ask your local phone company about your blocking options. Door-to-Door Sales * If you are approached by a salesperson wherever you live, ask for identification verifying their name, business and address and their purpose. * If the salesperson can't provide the information you request, ask the person to leave. Report suspicious salespeople to your local police department. * If you are satisfied with the information provided, don't feel pressured into buying something. You don't have to sign and pay for anything that day. Be wary of offers for "free" gifts with a purchase or a statement that the offer is only good for one day. * Before buying anything, ask for product literature and check local stores to compare prices. Cancellation Rights: * State and federal laws may give you the right to cancel purchases made in your home of $25.00 or more. * The salesperson must tell you about your right to cancel the sale and give you two dated copies of a cancellation form showing the salesperson's name and address and explaining your right to cancel. * To cancel, sign and date one of the cancellation notices provided to you. Send the notice by certified mail before midnight of the 3rd business day following the sale; Saturday is considered a business day but Sunday and legally recognized holidays are not. Keep the other notice of cancellation for your records. * If you were not provided with a notice of cancellation form at the time of the sale, your three days don't start running until after you receive such notice from the seller. You may also write your own letter to cancel the order. * Once you have canceled you are entitled to a refund within 10 days. The seller must also notify you of the date for product pick up, and return any trade-ins given as down payment. * Once you have canceled, within 20 days, the seller must pick up the product. If the seller does not pick up the product or provide a refund, you can keep the product until the seller complies, without any payment obligation. Buyer beware: * You may not cancel the sale if you signed any documents waiving your right to cancel. * You may not be able to cancel the sale if you wait too long before you cancel. * You may not be able to cancel the sale if the product can't be returned in substantially the same condition in which you received it. * If you paid by credit card, canceled the contract within 3 days, have not yet paid the credit card bill and still have a problem getting a refund, dispute the charges with your credit card company. Home Improvement * Plan ahead. Know what you want or need to have done before contacting a contractor * Ask family and friends for recommendations. * Get at least three written estimates from contractors who have come to your home to evaluate what needs to be done. Be sure the estimates are based on the same work so that you can make meaningful comparisons. * Contact your local or state consumer agency and Better Business Bureau for information on contractors' licensing or registration requirements and complaint records. Some states require licensees to pass tests for competency and scrutinize licensees for financial solvency. Some states also have a fund to cover some financial losses that result from problems with licensed contractors. * Get references and talk to people for whom the contractor has done similar work. * Get the names of suppliers and ask if the contractor makes timely payments. * Contact your local building inspection department to check for permit and inspection requirements. Be wary if the contractor asks you to get the permit. It could mean the firm is not licensed. * Be sure your contractor has the required personal liability, property damage and worker's compensation insurance for his/her workers and subcontractors. Check with your insurance company to find out if you are covered for any injury or damage that might occur. * Insist on a complete written contract. Know exactly what work will be done, the quality of materials that will be used, warranties, timetables, the names of any subcontractors, the total price of the job and the schedule of payments. * You have cancellation rights (usually three business days) in home improvement contracts. Cancellation rights entitle you to get out of the contract without penalty, although you may be liable for any benefit received. You may be covered under both state and federal law. * Understand your payment options. Compare the cost of getting your own loan vs. contractor financing. * Try to limit your down payment. Find out if your state laws specify that only a certain percentage of the total cost may be made as a down payment. * Don't make final payment or sign an affidavit of final release until you are satisfied with the work and know that subcontractors and suppliers have been paid. State lien laws may allow unpaid subcontractors and/or unpaid suppliers to attach your home. * Check to see if state or local laws limit the amount by which the final bill can exceed the estimate, unless you have approved the increase. * Pay by credit card when you can. Under federal and state law, in most cases, you have the right to assert any claims or defenses you have against the seller of the goods or services against the credit card company. This generally means that if the goods or services are defective, you can refuse to pay the credit card company until the problem is corrected. * Be especially cautious if the contractor: * comes door-to-door or seeks you out; * just happens to have material left over from a recent job; * tells you your job will be a "demonstration;" * offers you discounts for finding him/her other customers; * quotes a price that's out of line with other estimates; * pressures you for an immediate decision; * offers exceptionally long guarantees; * can only be reached by leaving messages with an answering service; * drives an unmarked van or has out-of-state plates on his/her vehicle; or * asks you to pay for the entire job up front. Home Financing * Check the real estate or business sections in the newspaper for information on current interest rates. Call several lenders for rates and terms based on the type of mortgage that you want. * When buying a newly constructed home, compare the interest rate and terms offered through the builder's sales office with those offered by other lending institutions. * When interest rates go down, you might save money by refinancing. It may pay to refinance if you can save as little as one-half percent interest on a fixed rate mortgage. However, when determining if a refinance is right for you consider the overall costs involved. Compare these costs to the savings in your monthly payment over the time you expect to stay in the home. The longer you stay in the home the greater benefit you will receive from the reduction in interest. * For an adjustable rate mortgage, or "ARM," find out the "cap" or the maximum interest rate that can be charged during the life of the loan. Ask how often the rate can change and what determines the rate change. * Get a complete list of closing (settlement) costs and find out which costs will be refunded if your loan is not approved. * Be wary of financing that is based on "negative amortization." This is a type of short-term loan with a balloon payment at the end. A balloon payment means that the entire amount borrowed becomes due, requiring almost all borrowers to refinance. With negative amortization the monthly payment is lower because part of the interest payment each month is added back into the principal. However, this also means that each month the borrower pays interest on a higher amount than before. With negative amortization, the debt actually keeps increasing rather than decreasing. Home Equity Lending * Your first decision is whether you need a revolving line of credit or a one-time, closed end loan. A revolving line of credit enables the homeowner to choose when and how to borrow against the equity in the home. In a closed end loan, the homeowner receives a lump sum for a particular purpose. * Although a home equity loan might allow you to take tax deductions you could not take with other types of loans, your home will be at risk if you cannot make the monthly payments. * Some questions to ask when comparing home equity loan offers: * What is the minimum monthly payment? Is there a maximum? * What is the annual percentage rate? * If the interest rate is adjustable, how much can it increase at one time? * Is there a maximum rate? * Are there any annual fees or transaction fees? * How large a credit line is available for a revolving line of credit? * How long is the term of the closed end loan? * What are the initiation fees for a closed end loan? Reverse Mortgages * If you own your home, a reverse mortgage loan will pay you in monthly advances or through a line of credit. Reverse mortgages convert home equity into cash with no repayment required for as long as borrowers live in their homes. However, because you're drawing on the value of your home, there will be less equity for you and your heirs in the future. * Because of the complex nature of reverse mortgages, you may wish to seek the advice of an attorney, financial advisor or accountant before taking out this type of loan. * Interest rates on this type of loan may be higher and are charged on a compound basis. Application fees, points and closing costs also may be higher than other types of loans. Interest rates are not deductible on your income taxes until you repay the loan in full. There can be dramatic differences between reverse mortgages, so shop around. For more information contact your state consumer protection office, the HUD Housing Counseling Clearinghouse at 1-888-466-3487, or the FTC (p.131). Money and Credit Selecting a Financial Institution All financial institutions must comply with the Truth in Savings Act, which requires them to disclose the Annual Percentage Yield, or APY, on savings accounts. The APY tells you how much money you would earn if you kept $100 in the account for one year. The Act also requires that the institution credit your entire deposit, instead of crediting a portion of your deposit or using a low balance per month method. Institutions must list their fees for bounced checks, stop payment orders, certified checks, wire transfers or similar items, and cannot advertise "free" checking if there are hidden charges or requirements such as a minimum balance. Checking Accounts * Before you open a checking account, find out what the fees will be for writing checks, for bounced checks, for the checks themselves and for other services. Ask if the institution will send you the canceled checks with your monthly statement. If not, find out the cost for copies of canceled checks. You might need them for proof of payment in some situations. * Find out if the financial institution will waive checking fees if you have direct deposit of your paycheck. Some banking institutions will lower or even drop fees if your pay is deposited directly by your employer. Additional advantages of direct deposit are security, convenience and quicker access to your money. Loans * When shopping for a mortgage, check the real estate section of your local newspaper to find out the current interest rates. Check the rates for 30-year mortgages, 15-year mortgages and adjustable rate mortgages. Ask the lending institution to explain the differences. * Most home improvement loans are secured by a mortgage on your home. It's better not to finance expensive credit life insurance or to consolidate other debts into this loan. Your home will be at risk for every extra dollar you borrow. If you don't make your payments, you could lose your home. * For car loans, compare the rates offered by the car dealer with those of local lending institutions. Don't add expensive extras like credit life insurance to the total amount of the loan. You do not have to purchase credit insurance in order to get a loan. Information and Assistance There are a number of Federal agencies, as well as state and local offices, that regulate banks and other financial institutions. For specific information about how to reach these offices by mail, fax, telephone, E-mail and through the Internet, check the table of contents or the index. Here's an overview of which agencies regulate which financial institutions: State chartered banks that are not members of the Federal Reserve System - Federal Deposit Insurance Corporation State chartered banks and trust companies that are members of the Federal Reserve System - Federal Reserve System Banks with national in the name or N.A. after the name - Comptroller of the Currency, U.S. Department of the Treasury Federally chartered credit unions - National Credit Union Administration Federal savings and loans, and Federal savings banks - Office of Thrift Supervision State chartered banks - State banking authorities Credit Access and Use Equal Rights The Equal Credit Opportunity Act guarantees you equal rights in dealing with anyone who regularly offers credit, including banks, finance companies, stores, credit card companies and credit unions. A creditor is someone to whom you owe money. When you apply for credit, a creditor may not: * ask about or consider your sex, race, national origin or religion; * ask about your marital status or your spouse, unless you are applying for a joint account or relying on your spouse's income or you live in a community property state (Arizona, California, Idaho, Louisiana, Nevada, New Mexico, Texas and Washington); * ask about your plans to have or raise children; * refuse to consider reliable public assistance income or regularly received alimony or child support; or * discount or refuse to consider income because of your sex or marital status or because it is from part-time work or retirement benefits. You have the right to: * have credit in your birth name, your first name and your spouse's last name, or your first name and a combined last name; * have a co-signer other than your spouse if one is necessary; * keep your own accounts after you change your name or marital status or retire, unless the creditor has evidence you are unable or unwilling to pay; * know why a credit application is rejected; the creditor must give you the specific reasons or tell you of your right to find out the reasons if you ask within 60 days; * have accounts shared with your spouse reported in both your names; and * know how much it will cost to borrow money. The Truth in Lending Act requires a lender to inform you of the cost to borrow, so that you can compare the cost and terms of credit offered by various lenders. Credit Cards Choosing a Credit Card Credit card issuers offer a wide variety of terms. Consider and compare all the terms, including the following, before you select a card: * Annual Percentage Rate (APR)--the cost of credit as a yearly rate. * Free or Grace Period--allows you to avoid any finance charge by paying your balance in full before the due date. If there is no free period, you will pay a finance charge from the date of the transaction, even if you pay your entire balance when you receive your bill. * Fees and Charges--most issuers charge an annual fee; some also might charge a fee for a cash advance or if you fail to make a payment on time or go over your credit limit. If you pay bills in full each month, the size of the annual fee or other fees will be more important. If you carry a balance, the APR and the balance computation method are key terms to consider. * Get all terms and fees in writing, including whether a deposit is required. * Apply directly to the card issuer. Don't give money to a company that offers to get you a credit card for a fee, you may not get a card or your money back. * Beware of "credit cards" that only allow you to buy from their own catalogs. * Beware of companies that promise instant credit or guarantee you a credit card "even if you have bad credit or no credit history." No one can guarantee you credit in advance. * Be cautious of offers for secured credit cards. These cards usually require you to set aside money in a separate bank account in an amount equal to the line of credit on the card to guarantee that you will pay the credit card debt. Some of these offers advertise that secured cards can be used to repair a bad credit record, but you should know that no matter how well you handle this account, your payment history on your past debts still will be taken into consideration when you apply to other lenders for credit or apply for employment or housing. Using a Credit Card Know your credit card protections. When you have used your card for a purchase and you don't receive the goods or services as promised, you might be able to withhold payment for the goods or services. Card issuers must investigate billing disputes. (See the section on Credit Billing and Disputes, page 26) If your card is lost or stolen, you are not liable for any charges if you report the loss before the card is used. If the card is used before you report it missing, the most you will owe is $50. Protect your credit record. Pay bills promptly to keep finance charges low and to protect your credit rating. Keep track of your charges and don't exceed your credit limit. Report any change of address prior to moving, so that you receive bills promptly. Using a Debit Card Using an Automated Teller Machine (ATM) or debit card and a personal identification number (PIN), consumers can withdraw cash, make deposits, or transfer funds between accounts and pay for retail purchases. Although a debit card looks like a credit card, the money for the purchase is transferred immediately from your bank account to the store's account. Some ATMs charge a fee if you are not a member of their network or are making a transaction at a remote location. ATMs must disclose the fee on the terminal screen or on a sign next to the screen. Report a lost or stolen ATM or debit card to the issuer immediately. If you report an ATM card missing before it's used without your permission, you are not responsible for any unauthorized withdrawals. Federal regulations limit your liability to $50 if you report the loss within two business days after you realize your card is missing, and to $500 if you report the loss between 2 and 60 days. Under Federal law you could lose all the money in your bank account and the unused portion of your line of credit established for overdrafts if you fail to report an unauthorized transfer or withdrawal within 60 days after your bank statement is mailed to you. However, self-imposed industry rules limit your liability to zero if you report the loss within two business days, and to $50 if you report it more than two business days after realizing your card is missing. Purchases made with a debit card are handled in one of two ways: either you enter your personal identification number, as you would at an ATM, or you sign for the purchase, similar to a credit card transaction. Ask for a debit card that must be used with a PIN to make it harder for thieves to use your lost or stolen cards or account numbers. Keep your PIN a secret. Don't write your PIN on the card or on a slip of paper kept with your card. Take your ATM receipt after completing a transaction. Reconcile all ATM receipts with bank statements as soon as possible. When you use a debit card for a point-of-sale purchase, these purchases will be shown on your periodic statement from your bank account. If there is an error on your account, contact the issuer of the card (for example, the oil company) at the address or phone number the company provided. When you use an electronic funds transfer, federal law does not give you the right to stop payment. It is up to you to resolve the problem with the seller. Stored-value cards, issued by some financial institutions and merchants, contain cash value stored electronically on the card itself. Stored-value cards and the transactions you make using them may not be covered by the Electronic Funds Transfer Act, which means you may not be covered for loss or misuse of the stored-value card. Preventing Credit and/or Debit Card Fraud * Sign cards when they arrive, so no one can forge your signature on the cards and use them. * Keep a record of your card numbers and expiration dates and the phone number of the card issuer in a safe place. If your card is stolen or missing, notify the card company immediately. * Don't give your credit card number over the phone to unfamiliar companies or to people who say they need it to "verify" your identity in order to give you a prize. * Destroy carbons and incorrect charge slips. * Draw a line through blank spaces on charge slips. Do not sign a blank charge slip. * Keep copies of all sales slips. Open credit card bills promptly and compare the sales slips with the charges on your bill. * Report billing errors and unauthorized charges to your credit card company right away. Protect Your Credit Report The Fair Credit Reporting Act controls how your credit history is kept, used and shared among lenders. It is designed to promote accuracy and ensure the privacy of the information used in credit reports. The three major national credit bureaus, Experian (formerly TRW), Equifax and TransUnion, have credit files on millions of consumers nationwide. Their toll-free numbers are: - Equifax 1-800-685-1111 - Experian 1-800-682-7654 - TransUnion 1-800-916-8800 Anyone who takes action against you in response to a report supplied by a credit reporting agency (CRA) -such as denying your application for credit, insurance, or employment- must give you the name, address, and telephone number of the CRA that provided the report. Make sure your report is accurate. You have a right to know what is in your credit report, including medical information and, usually, the sources of the information. You can get your report for free if a company takes adverse action against you based on the report and you request your report within 60 days of receiving the notice of the action. You are entitled to one free report a year if you can prove that you are unemployed and plan to look for a job within 60 days, if you are on welfare, or if your report is inaccurate because of fraud. Otherwise a CRA may charge you up to $8 for a copy of your report. If you find inaccurate or incomplete information in your report, contact both the CRA and the company that provided the information to the CRA. Tell the CRA in writing what information you believe is inaccurate. The information provider must investigate and report the results to the CRA. If the information is incorrect, it must notify all nationwide CRAs to also correct your file. If the reinvestigation does not solve your dispute with the CRA, ask that your statement of the dispute be included in your file. A notice of your dispute must be included anytime the information provider reports the item to a CRA. An employer or a prospective employer can only get your credit report if you give written consent. Creditors, employers, or insurers cannot get a report that includes medical information without your approval. Only people with a legitimate business need can get a copy of your report. A CRA can report negative information for seven years, except bankruptcy information which may be reported for ten years. Information about a lawsuit or an unpaid judgment against you can be reported for seven years or until the statute of limitations runs out, whichever is longer. If you want to be removed from lists for unsolicited credit and insurance offers, ask the CRA for a form to complete that will permanently keep your name off the lists drawn from credit file information. Credit Repair Credit repair companies advertise that they can erase bad credit and create a new credit identity legally, all for a hefty fee. Don't believe it. Only time, hard work, and a personal debt repayment plan will improve your credit report. Credit repair companies are prohibited under the Credit Repair Organizations Act from requiring you to pay until they have completed the promised services. No one can legally remove accurate and timely negative information from a credit report. No credit repair company can do anything you can't do for yourself for free. By law, credit repair organizations must give you a copy of the "Consumer Credit File Rights Under State and Federal Law" before you sign a contract. They must give you a written contract that spells out your rights and obligations and gives you three days to cancel without paying any fees. Some credit repair companies promise to help you establish a whole new credit identity. You can be charged and prosecuted for mail or wire fraud if you use the mail or telephone to apply for credit and provide false information. It is a federal crime to make false statements on a loan or credit application, to misrepresent your social security number, and to obtain an Employer Identification Number from the Internal Revenue Service under false pretences. Your state may have a law strictly regulating credit repair companies. Contact your local consumer affairs office, your state attorney general or the Federal Trade Commission if you have lost money to credit repair scams. The National Fraud Information Center accepts consumer complaints at 1-800-876-7060. Credit Counseling You can rebuild your good credit by handling credit responsibly. Counseling services provide assistance to individuals having difficulty budgeting their money and/or meeting necessary monthly expenses. Many organizations, including credit unions, cooperative extension services, family service centers and religious organizations, offer some type of free or low-cost credit counseling. One source of information about credit counseling is the National Foundation for Consumer Credit (NFCC). The foundation has 1,400 members that provide money management techniques, debt payment plans and educational programs to help consumers learn to budget and use credit wisely. Many of its members are locally managed, nonprofit agencies operating under the name Consumer Credit Counseling Service (CCCS). To locate the nearest NFCC member office, call toll-free, 24 hours a day, 1-800-388-2227 or visit their web site at www.nfcc.org. Debt Counselors of America (DCA) is the nation's first, nonprofit, Internet-based debt counseling service. DCA assists families and individuals with debt, credit, money and financial problems or difficulties through their web site at www.dca.org, as well as through one-on-one counseling at 1-800-680-DEBT. DCA's web site includes a wealth of information to help consumers improve their financial lives. Credit Billing and Disputes The Fair Credit Billing Act applies to credit card and charge accounts and to overdraft checking. It can be used for: * billing errors; * unauthorized use of your account; * goods or services charged to your account but not received or not provided as promised; and * charges for which you request an explanation or written proof of purchase. Protect Your Rights * Write to the creditor or card issuer within 60 days after the first bill containing the disputed charge is mailed to you. (Even if more than 60 days have passed since you were billed for the item, you still might be able to dispute the charge if you only recently found out about the problem.) * Send your letter to the address provided on the bill; do not send the letter with your payment. * In your letter, give your name and account number, the date and amount of the charge disputed, and a complete explanation of why you are disputing the charge. Be specific. * To be sure your letter is received, and so you will have a record, you might wish to send it by certified mail, with a return receipt requested. * If you follow these requirements, the creditor or card issuer must acknowledge your letter in writing within 30 days after it is received and conduct an investigation within 90 days. While the bill is being disputed and investigated, you need not pay the amount in dispute. The creditor or card issuer may not take action to collect the disputed amount, including reporting the amount as delinquent, and may not close or restrict your account. If there was an error or you do not owe the amount, the creditor or card issuer must credit your account and remove any finance charges or late fees relating to the amount not owed. For any amount still owed, you have the right to an explanation and copies of documents proving you owe the money. If the bill is correct, you must be told in writing what you owe and why. You will owe the amount disputed plus any finance charges. You may ask for copies of relevant documents. Debt Collection The Fair Debt Collection Practices Act applies to those who collect debts owed to creditors for personal, family and household debts, including car loans, mortgages, charge accounts and money owed for medical bills. A debt collector is someone hired to collect money owed by you. A debt collector may not: * contact you at unreasonable times or places, for example, before 8 a.m. or after 9 p.m., unless you agree, or at work if you tell the debt collector your employer disapproves; * contact you after you write a letter to the collection agency telling them to stop, except to notify you if the debt collector or creditor intends to take some specific action; * contact your friends, relatives, employer or others, except to find out where you live and work, or tell such people that you owe money; * harass you by, for example, threats of harm to you or your reputation, use of profane language or repeated telephone calls; * make any false statement, including that you will be arrested; or threaten to have money deducted from your paycheck or to sue you, unless the collection agency or creditor actually intends to do so and it is legal to do so. If you are contacted by a debt collector, you have a right to a written notice, sent within 5 days after you are first contacted, telling you the amount owed, the name of the creditor, and what action to take if you believe you don't owe the money. If you believe you do not owe the money or don't owe the amount claimed, contact the creditor in writing and send a copy to the debt collection agency with a letter telling them not to contact you. If you do owe the money or part of it, contact the creditor to arrange for payment. To file a complaint, contact your state or local consumer protection agency and the FTC. Investment Fraud Commodity Futures Do your detective work before you invest. Deceptive or fraudulent sales pitches often misrepresent or leave out facts in order to promote fantastic profits with little risk. These sales pitches involve persistent, high-pressure contacts allowing little or virtually no time for reflection or investigation by the investor. Beware if a salesperson: * Tells you to borrow money, for instance, on a credit card, take out a mortgage on your home, or cash in your IRA to invest in commodities; * Tells you to invest immediately, and then sends an overnight courier service to pick up your check and give you forms to sign; * Says that you will double or triple your money quickly, profit is guaranteed (you can't lose your money), or that trading commodity futures and/or options on futures is risk-free; * Downplays the risk disclosure documents and statement, which are required by Federal law, as insignificant or just a formality that you need not take seriously, or words to that effect; and * Tells you to write false information on your account form, for example, to overstate your income. * Sends information that is not printed on letterhead stationery or has typographical errors; or * Does not send your money promptly when you order the broker to close a trade and send you your balance. Only commodity brokers that are registered with the U.S. Commodity Futures Trading Commission (CFTC) can sell exchange-traded futures contracts and options on futures to the public lawfully. The National Futures Association (NFA), a CFTC-designated self-regulatory organization, maintains a toll-free hotline at 1-800-676-4NFA (4632) to verify the registration status and disciplinary history (including customer complaints) concerning registered futures/options firms and registered salespersons. From outside the United States, call 312-781-1410. See page 126 for how to contact CFTC. Securities * Before making a securities investment in stocks, bonds or mutual funds, you should get written financial information such as a prospectus or annual report. * Be wary of promises of quick profits, offers to share inside information and pressure to invest before you have an opportunity to investigate. * Words like "guarantee," "high return," "limited offer," or "as safe as a C.D." may be a red flag. No financial investment is risk-free and a high rate of return means greater risk. * Select a broker or investment adviser who understands your financial objectives. Interview two or three to compare experience, education and professional background. * Call the National Association of Securities Dealers, Inc. (NASD) toll-free on 1-800-289-9999 to find out about the disciplinary history of the broker. * Call your state securities regulator (see page 111) to see if the investment and the salesperson are registered in your state, and to obtain any disciplinary information. * Understand how the broker or investment adviser is paid. What fees will you pay to purchase, sell or maintain the account? * If you have a problem with your broker or your account, talk with the firm's manager. If you can't resolve the problem with the firm, contact the U.S. Securities and Exchange Commission (see page 132) or your state securities regulator. Consumer Privacy Privacy is an important principle. As a consumer, you benefit when information about you is used to approve your credit application, notify you about a sale at your favorite store, stock the supermarket shelves with more products you like, or improve customer service at a business you patronize. You may also be happy to have your information passed along to other companies that want to offer you their products or services. On the other hand, you may not want to receive unsolicited telemarketing calls or mail. And you could be treated unfairly, or even become a victim of crime, if your personal information is inaccurate or misused. You have privacy rights for certain personal records such as you credit reports (see page 25), but many situations aren't covered by the law. To address consumers' privacy concerns, some companies and industry groups have adopted voluntary policies. Look for that information in sales literature, on web sites, or on any forms companies ask you to fill out. If you don't see anything about how your personal information will be handled, ask. By doing business with companies whose privacy practices meet your approval, you can protect yourself from abuse and use your purchasing power to help promote good privacy policies. Tips for Protecting Your Privacy * Don't provide information that isn't required. For instance, a manufacturer may ask about your income or occupation on a warranty registration form. That information isn't necessary for warranty purposes, so it's up to you whether or not to provide it. You may want to give your phone number so you can be contacted easily about product recalls. * Ask what information about you may be tracked and how it is used. Supermarket scan cards, for example, enable you to get special sale prices without clipping coupons. But your purchasing history could also be sold to other companies. * Be especially careful with sensitive personal information. Your social security number should not be requested except by an employer, government agency, lender or credit bureau. If that information falls into the wrong hands, it can be used by someone to impersonate you in order to steal from your accounts or to steal from others in your name. Many states no longer use social security numbers on drivers licenses, or offer random numbers as alternatives. Some states also bar merchants from asking consumers to put their social security numbers on checks or credit card slips. * Guard your financial account numbers. Only provide your credit card, charge card, debit card, calling card or bank account number if you're using that account to pay for a purchase or you're applying for credit. It isn't necessary to give that type of information for any other reason. * Screen your calls. You can use an answering machine to listen to a caller and decide whether you want to pick up. There are also optional telephone services that you can buy to accept calls only from certain numbers, or to see the name and number of the person calling you (Caller ID). Check with your local telephone company. * Keep your phone number private. You can buy a service to block others from using Caller ID to see your name and the number you're calling. But be aware that this blocking may not work with every type of number you call. Ask your local phone company exactly how the service works. You can also get an unlisted or unpublished phone number for a fee. This will reduce calls from strangers but will not stop callers that are randomly dialing numbers or marketers that obtain your number from other sources. * Don't allow your credit record to be checked except for legitimate reasons. A lender or employer can check your credit record. But, it's illegal for a business to check your record unless you've requested assistance in obtaining financing. Too many inquiries can hurt your credit rating by making it appear that you are trying desperately to get credit. * Check your credit report regularly. Once a year should be enough, but you may want to check it more frequently if you believe that someone else has impersonated you in order to get credit or other benefits in your name. There is a small charge to get a copy of your report, but there is no fee for correcting any inaccurate information that it may contain. * Never give anyone your computer password. Fraudulent companies or individuals may try to trick you into providing your password by pretending to be your online or Internet service provider in order to use your access, at your expense. Your service provider already has your password, and no one else should need it. * Be aware of "cookies" on the Internet. A web site can transfer a file, called a cookie, to the hard drive of your computer when you visit in order to track your activities on its site and, in some cases, even on other sites. This information is used for customer service or marketing purposes, but you can usually specify if you don't want to create a cookie. * Make sure it's safe before you provide financial information online. If you are providing your credit card or other account number by computer to make a purchase, check to see that the company uses a secure system so that the information cannot be intercepted by someone else. * Talk about privacy concerns with your children and other household members. Everyone in your household should understand what information you feel is and is not appropriate to provide on the phone, while using a computer, and in other situations. * The Medical Information Bureau is a data bank used by insurance companies. You can obtain a copy of your file to make sure the information it contains is correct by writing to the MIB, PO Box 105, Essex Station, Boston, MA 02112. In addition to various federal privacy laws, many states have their own privacy laws concerning telemarketing, employment, using social security numbers, credit card or checking account numbers, medical records, mailing lists, credit reports, debt collection, computerized communications, insurance records and public data banks. Check with your state or local consumer agency to find out where to get information about specific privacy rights. Product Safety and Recalls Several Federal government agencies enforce product safety regulations and provide recall information. Consult the list below and then contact the appropriate Federal agency using the information beginning on page 126. Cars-National Highway Traffic Safety Administration Food-U.S. Department of Agriculture; Food and Drug Administration (FDA) Seafood-FDA and U.S. Department of Commerce Drugs, medical devices-FDA Toy, baby and play equipment, household products-U.S. Consumer Product Safety Commission Other safety issues, such as building codes, are under the jurisdiction of state and local agencies. Contact your state or local consumer office for assistance in locating the appropriate agency. Travel Tips: How to Avoid Scams * Deal with reputable travel agents or tour companies. Ask if the business belongs to a professional association. Check with that group to see if the company is a member in good standing and if it participates in any program that protects you in case there are problems. Contact your state or local consumer protection agency and the Better Business Bureau to find out about the company's complaint history. * Make sure you understand the terms of the travel offer. Find out exactly what's included in the price and what isn't. Get the names of specific hotels, airlines, restaurants and other businesses that are part of a package deal and contact them directly to confirm that they have an arrangement with the travel service. Ask about the cancellation policy and get all promises in writing. You may want to look into trip insurance for added protection. * Comparison shop. A good travel agent will help you find the best deals and tell you about any restrictions that may apply. If you're doing your own research, compare different travel offers carefully. Beware of unreasonably cheap prices -- you usually get what you pay for! * Free trips may not be what they seem. Free trips or travel "prizes" often require attending a high-pressure sales pitch for real estate or other products or services. A free hotel room or cruise may require you to pay for your own transportation to get there. Or one person may be able to travel free but must be accompanied by a second person who is required to buy an overpriced ticket from the company's own travel service. * Be careful if you're paying for travel in advance. It's not unusual to make a deposit or even pay in full for travel services before the trip, but you could be stuck if the company goes out of business or doesn't fulfill its promises. The safest way to pay may be by credit card because of your right to dispute the charges if the services were misrepresented or never delivered. Don't be pressured into making an immediate decision by claims that you have to act now! You might pay processing or other fees upfront - and then find that a con artist has simply pocketed your money and left you high and dry. Depending on the laws in your state, certain types of travel sellers may have to be registered and insured. In some states, advance payments for travel must be placed in an escrow account until the services are actually provided. There may also be specific regulations for prizes or "free" gifts. Contact your state or local consumer protection agency to find out about any laws that might protect you. FOR MORE INFORMATION If you would like additional information on any of the topics listed above, or on other consumer issues such as health, education, parenting, housing, or food and nutrition, you can find hundreds of helpful federal publications in the free Consumer Information Catalog. For a free Catalog, send your name and address to Consumer Information Center, Pueblo, CO 81009; or call 1-888-8-PUEBLO, that's 1-888-878-3256. To view and download the complete text of any of the publications in the Catalog, visit the Consumer Information Center web site: www.pueblo.gsa.gov. You can also search the web site for the topics you're interested in, link to other Federal agencies and consumer offices, get a calendar of upcoming events and the latest consumer news, find new publications and special resources that may not be available in print, and order print copies of all of the publications listed in the Catalog. Part II. Consumer Assistance Directory National Consumer Organizations These organizations define their missions as consumer assistance, protection and/or advocacy. The descriptions below are based on information they provided. The services they provide vary. Most do not take action on behalf of individual consumers, although they are interested in learning about problems, issues and trends in connection with their advocacy and consumer education activities. Most develop and distribute consumer education and information materials. Several are professional associations primarily or exclusively concerned with improving consumer protection or customer service; and many advocate in the interest of consumers before government and the courts, and in the news media. Where informational or educational materials are offered, there may be a charge; contact the organization to find out. ** Indicates financial support for the publication of the Consumer's Resource Handbook Alliance Against Fraud in Telemarketing (AAFT), c/o National Consumers League 1701 K Street, NW, Suite 1200 Washington, DC 20006 202-835-3323 Fax: 202-835-0747 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. AAFT members promote efforts to educate the public about the threats of telemarketing and Internet fraud, and how consumers can protect themselves. ** American Association of Retired Persons (AARP) Consumer Issues Section 601 E Street, NW Washington, DC 20049 202-434-6030 Fax: 202-434-6466 AARP's Consumer Issues Section advocates on behalf of mid-life and older consumers, develops and distributes consumer information, and educates the private sector about the specific needs of older consumers. Programs and materials on housing, insurance, funeral practices, eligibility for public benefits, financial security, transportation and consumer protection issues are developed, with special focus on the needs and problems of older consumers. American Council on Consumer Interests (ACCI) 240 Stanley Hall University of Missouri Columbia, MO 65211 573-882-3817 Fax: 573-884-6571 Web site: acci.ps.missouri.edu E-mail: acci@showme.missouri.edu Serving the professional needs of consumer educators, researchers and policy-makers, ACCI publications and educational programs foster the production, synthesis and dissemination of information in the consumer interest. American Council on Science and Health (ACSH) 1995 Broadway, 2nd Floor New York, NY 10023-7044 212-362-7044 Fax: 212-362-4919 Web site: www.acsh.org E-mail: acsh@acsh.org A nonprofit public education group, ACSH has the goal to provide consumers with up-to-date scientifically sound information on the relationship between human health and chemicals, foods, lifestyles and the environment. Booklets and special reports on a variety of topics are available, as is a quarterly magazine, Priorities. Center for Science in the Public Interest (CSPI) 1875 Connecticut Avenue, NW, Suite 300 Washington, DC 20009 202-332-9110 Fax: 202-265-4954 E-mail: cspi@cspinet.org 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. Citizen Action 1900 L Street NW Suite 602 Washington, DC 20036 202-775-1580 Fax: 202-296-4054 Citizen Action works on behalf of its 3 million members and 34 state organizations on health care reform, environment, energy, transportation and civil rights issues. Coalition Against Insurance Fraud 1511 K Street, NW, Suite 623 Washington, DC 20005 202-393-7330 Fax: 202-393-7329 Web site: www.InsuranceFraud.org The Coalition Against Insurance Fraud is a national alliance of consumer groups, government agencies, and insurance companies dedicated to combating all forms of insurance fraud through advocacy and public information. It conducts research and develops public education programs and publishes a consumer brochure, How to Avoid Becoming a Victim of Insurance Fraud, which is available on request. It also refers consumers to appropriate agencies to report incidences of insurance fraud. Community Nutrition Institute (CNI) 910 17th Street, NW Suite 413 Washington, DC 20006 202-776-0595 Fax: 202-776-0599 E-mail: CNI@digex.net An advocate for programs and services to enable consumers to enjoy a diet that is adequate, safe and healthy, CNI also works to increase citizen participation in the state and Federal policy and administrative processes to achieve these goals. CNI publishes Nutrition Week, a newsletter covering nutrition and food safety issues, as well as related legislative and regulatory actions. Congress Watch 215 Pennsylvania Avenue, SE Washington, DC 20003 202-546-4996 Fax: 202-547-7392 E-mail: congresswatch@citizen.org An arm of Public Citizen, Congress Watch works for consumer-related legislation, regulation and policies in such areas as trade, health and safety, and campaign financing, and has publications available on the issues with which it deals. Consumer Action 717 Market Street, Suite 310 San Francisco, CA 94103 415-777-9635 (consumer complaint hotline, 10 a.m. - 2 p.m., PST) 213-624-8327 (hotline) Fax: 415-777-5267 TTY: 415-777-9456 E-mail: info@consumer-action.org Consumer Action assists consumers with marketplace problems. An education and advocacy organization specializing in credit, finance and telecommunications issues, Consumer Action offers a multi-lingual consumer complaint hotline, free information on its surveys of banks and long-distance telephone companies, and consumer education materials in as many as eight languages. Consumer Federation of America (CFA) 1424 16th Street, NW Suite 604 Washington, DC 20036 202-387-6121 Fax: 202-265-7989 Comprised of more than 240 organizations representing a membership exceeding 50 million consumers, CFA is a consumer advocacy and education organization. Issues on which it currently represents consumer interests before Congress and Federal regulatory agencies include telephone service, insurance and financial services, product safety, indoor air pollution, health care, product liability and utility rates. It develops and distributes studies of various consumer issues, as well as consumer guides in book and pamphlet form. In addition, CFA publishes several newsletters. Consumers for World Trade (CWT) 2000 L Street, NW Suite 200 Washington, DC 20036 202-785-4835 Fax: 202-416-1734 Web site: www.cwt.org E-mail: cwt@cwt.org A nonprofit organization, CWT supports trade expansion and liberalization to promote economic growth and increase consumer choice and price competition in the marketplace. Various publications are available. Families USA Foundation 1334 G Street, NW Suite 300 Washington, DC 20005-3169 202-628-3030 Fax: 202-347-2417 Web site: www.familiesusa.org E-mail: info@familiesusa.org A national, nonprofit membership organization committed to comprehensive reform of health and long-term care, Families USA works to educate and mobilize consumers on health care issues. In addition to its two grass roots advocacy networks--asap!, a network of health and long-term care reform activists, and HealthLink USA, a nationwide health reform computer network for public interest groups--Families USA develops and distributes reports and other materials on health and long-term care issues. HALT: An Organization of Americans for Legal Reform 1612 K Street, NW Suite 520 Washington, DC 20006 202-887-8355 Fax: 202-887-9699 Web site: www.halt.org HALT's mission is to enable Americans to handle their legal affairs affordably, equitably, and simply. HALT publishes a series of self-help legal manuals, operates a legal information clearinghouse, and advocates for legal reforms which will benefit consumers. Health Research Group (HRG) 1600 20th Street, NW Washington, DC 20009 202-588-1000 Web site: www.citizen.org/hrg A division of Public Citizen, HRG works for protection against unsafe foods, drugs, medical devices and workplaces, and advocates for greater consumer control over personal health decisions. A monthly Health Letter and a monthly letter on prescription drugs are available. Jump$tart Coalition 919 18th Street, NW Washington, DC 20006 Toll free: 1-888-400-2233 Fax: 202-223-0321 The Coalition's direct objective is to encourage curriculum enrichment to ensure that basic personal financial management skills are attained during the K-12 educational experience. NACAA 1010 Vermont Avenue, NW Suite 514 Washington, DC 20005 202-347-7395 Fax: 202-347-2563 E-mail: nacaa@erols.com An association of the administrators of local, state and Federal Government consumer protection agencies, NACAA provides training programs, public policy studies and conferences, professional publications and other member services. National Coalition for Consumer Education (NCCE) 295 Main Street, Suite 200 P.O. Box 576 Madison, NJ 07040 973-377-8987 Fax: 973-377-4828 Web site: www.lifesmarts.org E-mail: ncce@gti.net NCCE is a national, nonprofit organization, which owns and sponsors LifeSmarts, a game-show style competition open to all teens in the US in the 9th through the 12th grade. NCCE develops and provides educational materials and resources to consumer educators through a network of state coordinators, but does not handle requests from individuals. National Community Reinvestment Coalition (NCRC) 733 15th Street, NW Suite 540 Washington, DC 20005 202-628-8866 Fax: 202-628-9800 Web site: www.youthlink.net/ncrc NCRC was founded in 1990 with the goal of ending discriminatory banking practices and increasing the flow of private capital and credit into underserved communities across the country. NCRC has over 600 members in every state and major city in America as well as in many smaller cities and rural areas. National Consumer Law Center (NCLC) 18 Tremont Street Boston, MA 02108 617-523-8010 Fax: 617-523-7398 Web site: www.consumerlaw.org E-mail: consumerlaw@nclc.org NCLC is an advocacy and research organization focusing on the needs of low-income consumers. It represents the interests of consumers in court, before administrative agencies, and before legislatures. The Center also publishes Surviving Debt: A Guide for Consumers and the Consumer Credit and Sales Legal Practice Series consisting of thirteen desk reference manuals for attorneys. National Consumers League (NCL) 1701 K Street, NW Suite 1200 Washington, DC 20006 202-835-3323 Fax: 202-835-0747 Web site: www.natlconsumersleague.org E-mail: nclncl@aol.com Founded in 1899, the NCL is America's pioneer consumer advocacy organization. The league is a nonprofit membership organization working for health, safety and fairness in the marketplace and workplace. Current principal issue areas include consumer fraud, food and drug safety, fair labor standards, child labor, health care, the environment, financial services and telecommunications. The league develops and distributes consumer education materials and newsletters. National Fraud Information Center (NFIC) P.O. Box 65868 Washington, DC 20035 Toll free: 1-800-876-7060 (9 a.m. - 8 p.m. M-F EST; TDD available) Fax: 202-835-0767 TDD/TTY: 202-835-0778 Web site: www.fraud.org E-mail: fraudinfo@psinet.com NFIC assists consumers with recognizing and filing complaints about telemarketing and Internet fraud. A project of the National Consumers League, the center has a toll-free hotline that provides consumers with information to help them avoid becoming victims of fraud, referral to appropriate law enforcement agencies and professional associations, and assistance in filing complaints. The center also provides professionals involved in consumer fraud prevention and enforcement with telecommunications systems and data links to improve fraud regulation, prevention and law enforcement. Spanish-speaking counselors available. National Institute for Consumer Education (NICE) Eastern Michigan University 207 Rackham Building Ypsilanti, MI 48197 313-487-2292 Fax: 313-487-7153 E-mail: nice@online.emich.edu NICE is a consumer education resource and professional development center for K-12 classroom teachers, business, government, labor and community educators. NICE conducts training programs, develops teaching guides and resource lists, and manages a national clearinghouse of consumer education materials, including videos, software programs, textbooks and curriculum guides. Project OPEN (the Online Public Education Network) c/o Interactive Services Association 8403 Colesville Road, Suite 865 Silver Spring, MD 20910 301-495-4955 Fax: 301-495-4959 Web site: www.isa.net/project-open E-mail: project-open@isa.net Project OPEN is a joint effort of the National Consumers League (NCL), the Interactive Services Association (ISA) and leading online/Internet service companies dedicated to helping consumers use the Internet in an informed and responsible way. Publications provide basic information for parents and educators about going online and dealing with privacy issues. Public Citizen, Inc. 1600 20th Street, NW Washington, DC 20009 202-588-1000 A national, nonprofit membership organization representing consumer interests through lobbying, litigation, research and publications, Public Citizen represents consumer interests in Congress, the courts, government agencies and the media. Primary current areas of interest include product liability, health care delivery, safe medical devices and medications, open and ethical government, and safe and sustainable energy use. Public Voice for Food and Health Policy 1012 14th Street, NW Washington, DC 20005 202-347-5200 E-mail: pvoice@ix.netcom.com A national research, education and advocacy organization, Public Voice works for food and agriculture policies and practices that improve the safety, health and affordability of the food supply and protect the environment. Public Voice develops and distributes consumer information materials on pesticide reduction, nutrition, labeling, seafood safety and inner-city food access. United Seniors Health Cooperative (USHC) 1313 H Street NW, Suite 500 Washington, DC 20005 Fax: 202-783-0588 Web site: www.ushc-online.org E-mail: 103134.2627@compuserve.com USHC is a nonprofit membership organization that provides consumer tested information to help seniors achieve good health, independence and financial security. Publications include books on long-term care planning, managing health care finances, and choosing an HMO. Professionals working with low-income persons of all ages will find USHC's benefit screening software valuable for a quick, comprehensive determination of a person's eligibility for public benefits and assistance programs. U.S. Public Interest Research Group (U.S. PIRG) 218 D Street, SE Washington, DC 20003-1900 202-546-9707 202-546-2461 Web site: www.pirg.org E-mail: uspirg@pirg.org U.S. PIRG is the national lobbying office for state public interest research groups. PIRGs are consumer environmental advocacy groups active in many states across the country. U.S. PIRG works on a variety of consumer and environmental protection issues, including bank fees, credit bureau abuses, clean air and clean water, right to know, campaign finance reform and various other issues. U.S. PIRG does not handle individual consumer complaints directly but measures complaint levels to gauge the need for remedial legislation. Better Business Bureaus Better Business Bureaus (BBBs) are nonprofit organizations supported primarily by local business members. The focus of BBB activities is to promote an ethical marketplace by encouraging honest advertising and selling practices, and by providing alternative dispute resolution. BBBs offer a variety of consumer services. For example, they provide consumer education materials; answer consumer questions; provide information about a business, particularly whether or not there are unanswered or unsettled complaints or other marketplace problems; help resolve buyer/seller complaints against a business; including mediation and arbitration services; and provide information about charities and other organizations that are seeking public donations. BBBs usually request that a complaint be submitted in writing so that an accurate record exists of the dispute. The BBB will then take up the complaint with the company involved. If the complaint cannot be satisfactorily resolved through communication with the business, the BBB may offer an alternative dispute settlement process, such as mediation or arbitration. BBBs do not judge or rate individual products or brands, handle employer/employee wage disputes or give legal advice. If you need help with a consumer question or complaint, call your local BBB to ask about its services. Those bureaus that provide information via 1-900 telephone numbers charge $3.80 for the first 4 minutes, $.95 per minute thereafter, with a maximum charge of $9.50. Some numbers require a major credit card to access information and charge a flat fee of $3.80. Or you can contact the BBB online at www.bbb.org for consumer fraud and scam alerts, and information about BBB programs, services and locations. BBBOnLine provides Internet users an easy way to verify the legitimacy of online businesses. Companies carrying the BBBOnLine seal have been checked out by the BBB, and agree to resolve customer concerns regarding goods or services promoted online. Visit www.bbbonline.org for a list of participating companies, complete program standards, and more. The Council of Better Business Bureaus, the umbrella organization for the BBBs, can assist with complaints about the truthfulness and accuracy of national advertising claims, including children's advertising; provide reports on national soliciting charities; and help to settle disputes with automobile manufacturers through the BBB AUTO LINE program. In addition to the BBBs listed below, there are 16 BBBs in Canada. The Council of Better Business Bureaus can give you the addresses for Bureaus in Canada. Council Council of Better Business Bureaus, Inc. 4200 Wilson Boulevard Arlington, VA 22203 703-276-0100 Fax: 703-525-8277 Web site: www.bbb.org Bureaus Alabama 1210 South 20th Street P.O. Box 55268 (35255-5268) Birmingham, AL 35205 205-558-2222 Toll free: 1-800-834-5274 (in AL) Fax: 205-538-2239 Web site: www.birmingham.bbb.org 1528 Peachtree Lane, Suite 1 Cullman, AL 35057 205-558-2222 Toll free: 1-800-824-5274 (in AL) Fax: 205-538-2239 118 Woodburn Dothan, AL 36305 334-794-0492 Toll free: 1-800-824-5274 (in AL) Fax: 334-794-0659 205 S. Seminary Street, Suite 114 Florence, AL 35630 205-740-8223 107 Lincoln Street, N.E. P.O. Box 36804 Huntsville, AL 35801 205-533-1640 Fax: 205-533-1177 Web site: www.huntsville.bbb.org 100 North Royal Street P.O. Box 2008 (36652-2008) Mobile, AL 36602-3295 334-433-5494 Fax: 334-438-3191 Web site: www.mobile.bbb.org Alaska 2805 Bering Street, Suite 5 P.O. Box 93550 Anchorage, AK 99503-3819 907-562-0704 Fax: 907-562-4061 Web site: www.anchorage.bbb.org P.O. Box 74675 Fairbanks, AK 99707 907-451-0222 Fax: 907-451-0228 Arizona 4428 North 12th Street Phoenix, AZ 85014-4585 900-225-5222 602-264-1721 Web site: www.phoenix.bbb.org 3620 North 1st Avenue, Suite 136 Tucson, AZ 85719 520-888-5353 Fax: 520-888-6262 Web site: www.tucson.bbb.org Arkansas 1415 South University Little Rock, AR 72204-2605 501-664-7274 Fax: 501-664-0024 Web site: www.arkansas.bbb.org California 705 18th Street P.O. Box 1311 (93302-1311) Bakersfield, CA 93301 805-322-2074 Fax: 805-322-8318 Web site: www.bakersfield.bbb.org 315 North LaCadena P.O. Box 970 (92324-0814) Colton, CA 92324 900-225-5222 Fax: 909-825-6246 Web site: www.la.bbb.org 6101 Ball Road, Suite 309 Cypress, CA 90630-3966 900-225-5222 909-426-0813 Fax: 714-527-3208 Web site: www.la.bbb.org 2519 West Shaw, #106 Fresno, CA 93711 209-222-8111 Fax: 209-228-6518 Web site: www.fresno.bbb.org 3727 West Sixth Street, Suite 607 Los Angeles, CA 90020 900-225-5222 909-426-0813 Fax: 213-251-9984 Web site: www.la.bbb.org 510 16th Street, Suite 550 Oakland, CA 94612-1584 510-238-1000 Fax: 510-238-1018 Web site: www.oakland.bbb.org 400 S Street Sacramento, CA 95814-6997 916-443-6843 Fax: 916-443-0376 Web site: www.sacramento.bbb.org 5050 Murphy Canyon Road, Suite 110 San Diego, CA 92123 619-496-2131 Fax: 619-496-2141 Web site: www.sandiego.bbb.org 1530 Meridian Avenue, Suite 100 San Jose, CA 95125 408-445-3000 Fax: 408-265-4528 Web site: www.sanjose.bbb.org 400 South El Camino Real, Suite 350 P.O. Box 294 San Mateo, CA 94401-0294 650-696-1240 Fax: 650-696-1250 213 Santa Barbara Street P.O. Box 129 (93102-0129) Santa Barbara, CA 93102 805-963-8657 Fax: 805-963-8556 Web site: www.santabarbara.bbb.org 11 S. San Joaquin Street, Suite 803 Stockton, CA 95202-3202 209-948-4880 Fax: 209-465-6302 Web site: www.stockton.bbb.org Colorado 3022 N. El Paso (80907-5454) P.O. Box 7970 Colorado Springs, CO 80933-7970 719-636-1155 Fax: 719-636-5078 Web site: www.coloradosprings.bbb.org 1780 South Bellaire, Suite 700 Denver, CO 80222-4350 303-758-2100 Fax: 303-758-8321 Web site: www.denver.bbb.org 1730 South College Avenue Suite 303 Fort Collins, CO 80525-1073 970-484-1348 Toll free: 1-800-571-0371 (in WY) Fax: 970-221-1239 Web site: www.rockymnt.bbb.org 119 West 6th Street, Suite 203 Pueblo, CO 81003-3119 719-542-6464 Fax: 719-542-5229 Web site: www.pueblo.bbb.org Connecticut Parkside Building 821 North Main Street Ext. Wallingford, CT 06492-2420 Fax: 203-269-3124203-269-2700 Web site: www.connecticut.bbb.org Delaware 1010 Concord Avenue, Suite 101 Wilmington, DE 19808-5532 302-594-9200 Fax: 302-594-1052 Web site: www.wilmington.bbb.org District of Columbia 1012 14th Street, N.W., 9th Floor Washington, DC 20005-3406 202-393-8000 Fax: 202-393-1198 Web site: www.dc.bbb.org Florida 5830 142nd Avenue North, Suite B (34620) P.O. Box 7950 Clearwater, FL 33758-7950 813-535-5522 (Pinellas County) Toll free: 1-800-525-1447 (in FL) Fax: 813-530-5863 Web site: www.clearwater.bbb.org 7820 Arlington Expressway, #147 Jacksonville, FL 32211 904-721-2288 Fax: 904-721-7373 Web site: www.jacksonville.bbb.org 921 East Gadsden (32501) P.O. Box 1511 Pensacola, FL 32597-1511 850-429-0222 Fax: 850-429-0006 Web site: www.pensacola.bbb.org 1950 S.E. Port St. Lucie Blvd., Suite 211 Port St. Lucie, FL 34952-5579 561-870-2010 Fax: 561-337-2083 580 Village Blvd., Suite 340 West Palm Beach, FL 33409-1904 561-686-2200 Fax: 561-686-2775 Web site: www.westpalm.bbb.org 1011 North Wymore Road, Suite 204 Winter Park, FL 32789-1736 407-621-3300 Toll free: 1-800-275-6614 (in FL) Fax: 407-629-5167 Web site: www.orlando.bbb.org Georgia 101 1/2 South Jackson, Suite 2 P.O. Box 808 (31702) Albany, GA 31701 912-883-0744 Fax: 912-438-8222 P.O. Box 2707 Atlanta, GA 30301 404-688-4910 Fax: 404-688-8901 Web site: www.atlanta.bbb.org 301 7th Street (30901) P.O. Box 2087 Augusta, GA 30903-2085 706-722-1574 Fax: 706-724-0969 Web site: www.augusta-ga.bbb.org 208 13th Street P.O. Box 2587 (31902-2587) Columbus, GA 31901-2137 706-324-0712 Fax: 706-324-2181 Web site: www.columbus-ga.bbb.org 277 Martin Luther King Blvd., Suite 102 Macon, GA 31201-3476 912-742-7999 Fax: 912-742-8191 Web site: www.macon.bbb.org 6606 Abercorn Street, Suite 108-C Savannah, GA 31405 912-354-7521 (9 am-1 pm, M-Th) Fax: 912-354-5068 Web site: www.savannah.bbb.org Hawaii First Hawaiian Tower 1132 Bishop Street, 15th Floor Honolulu, HI 98613-2822 808-536-6956 Fax: 808-523-2335 Web site: www.hawaii.bbb.org Idaho 1333 West Jefferson Boise, ID 83702-5320 208-342-4649 Fax: 208-342-5116 Web site: www.boise.bbb.org 1575 South Blvd. Idaho Falls, ID 83404-5926 208-523-9754 Fax: 208-524-6190 Web site: www.idahofalls.bbb.org Illinois 330 North Wabash Avenue, Suite 2006 Chicago, IL 60611 312-832-0500 Fax: 312-832-9985 Web site: www.chicago.bbb.org 3024 West Lake, Suite 200 Peoria, IL 61615-3770 309-688-3741 309-688-9496 (auto line) Fax: 309-681-7290 Web site: www.peoria.bbb.org 810 East State Street, 3rd Floor Rockford, IL 61104-1101 815-963-2222 Fax: 815-963-0329 Web site: www.chicago.bbb.org Indiana 722 West Bristol Street, Suite H-2 P.O. Box 405 (46514-2988) Elkhart, IN 46515-0405 219-262-8996 Fax: 219-266-2026 Web site: www.elkhart.bbb.org 4004 Morgan Avenue, Suite 201 Evansville, IN 47715-2265 812-473-0202 Fax: 812-473-3080 Web site: www.evansville.bbb.org 1203 Webster Street Fort Wayne, IN 46802-3493 219-423-4433 Fax: 219-423-3301 Web site: www.fortwayne.bbb.org 22 E. Washington Street, Suite 200 Victoria Center Indianapolis, IN 46204-3584 317-488-2222 Fax: 317-488-2224 Web site: www.indianapolis.bbb.org 6111 Harrison Street, Suite 101 Merriville, IN 46410 219-980-1511 219-769-8053 Toll free: 1-800-637-2118 (in IN) Fax: 219-554-2123 Web site: www.gary.bbb.org 207 Dixie Way North, Suite 130 South Bend, IN 46637-3360 219-277-9121 Fax: 219-273-6666 Iowa 852 Middle Road, Suite 290 Bettendorf, IA 52722-4100 319-355-6344 Fax: 319-355-0306 505 5th Avenue, Suite 950 Des Moines, IA 50309-2375 515-243-8137 Toll free: 1-800-202-1600 (in IA) Fax: 515-243-2227 Web site: www.desmoines.bbb.org 505 6th Street, Suite 417 Sioux City, IA 51101 712-252-4501 Fax: 712-252-0285 Web site: www.siouxcity.bbb.org Kansas 501 Southeast Jefferson, Suite 24 Topeka, KS 66607-1190 785-232-0454 Fax: 785-232-9677 Web site: www.topeka.bbb.org 328 Laura P.O. Box 11707 (67201) Wichita, KS 67211 316-263-3146 Fax: 316-263-3063 TDD/TTY toll free in KS: 1-800-856-2417 Web site: www.wichita.bbb.org Kentucky 410 West Vine Street, Suite 340 Lexington, KY 40507-1629 606-259-1008 Toll free: 1-800-866-6668 (in KY) Fax: 606-259-1639 Web site: www.lexington.bbb.org 844 South Fourth Street Louisville, KY 40203-2186 502-583-6546 Toll free: 1-800-388-2222 (in KY) Fax: 502-589-9490 Web site: www.louisville.bbb.org Louisiana 1605 Murray Street, Suite 117 Alexandria, LA 71301-6875 318-473-4494 Fax: 318-473-8906 Web site: www.alexandria.bbb.org 2055 Wooddale Blvd. Baton Rouge, LA 70806-1546 504-926-3010 Fax: 504-924-8040 Web site: www.batonrouge.bbb.org 3008 Park Avenue, Suite 204 Houma, LA 70364 504-868-3456 Toll free: 1-800-259-9766 (in LA) Fax: 504-876-7664 100 Huggins Road Lafayette, LA 70506 318-981-3497 Fax: 318-981-7559 Web site: www.lafayette.bbb.org 3941-L Ryan Street (70605) P.O. Box 7314 Lake Charles, LA 70606-7314 318-478-6253 Fax: 318-474-8981 Web site: www.lakecharles.bbb.org 141 Desiard Street, Suite 808 Monroe, LA 71201-7380 318-387-4600 Fax: 318-361-0461 Web site: www.monroe.bbb.org 1539 Jackson Avenue, Suite 400 New Orleans, LA 70130-5843 504-581-6222 Fax: 504-524-9110 Web site: www.neworleans.bbb.org 3612 Youree Drive Shreveport, LA 71105 318-861-6417 Toll free: 1-800-372-4222 (in LA) Fax: 318-861-6426 Web site: www.shreveport.bbb.org Maine 812 Stevens Avenue Portland, ME 04013-2648 207-878-2715 Fax: 207-797-5818 Maryland 2100 Huntingdon Avenue Baltimore, MD 21211-3215 900-225-5222 Fax: 410-347-3936 Web site: www.baltimore.bbb.org Massachusetts 20 Park Plaza, Suite 820 Boston, MA 02116-4344 617-426-9000 Fax: 617-426-7813 Web site: www.bosbbb.org 293 Bridge Street, Suite 320 Springfield, MA 01103-1402 413-734-3114 Fax: 413-734-2006 Web site: www.springfield-ma.bbb.org 32 Franklin Street P.O. Box 16555 (01601-6555) Worcester, MA 01608-1900 508-755-2548 Fax: 508-754-4158 Web site: www.worcester.bbb.org Michigan 40 Pearl, N.W., Suite 354 Grand Rapids, MI 49503 616-774-8236 Fax: 616-774-2014 Web site: www.grandrapids.bbb.org 30555 Southfield Road, Suite 200 Southfield, MI 48076-7751 248-644-9100 Fax: 248-644-5026 Web site: www.detroit.bbb.org Minnesota 2706 Gannon Road St. Paul, MN 55116-2600 651-699-1111 Toll free: 1-800-646-6222 Fax: 651-699-7665 Web site: www.mnd.bbb.org Serves both MN and ND. Mississippi 4500 155 N., Suite 287 (39211) P.O. Box 12745 Jackson, MS 39236-2745 601-987-8282 Toll free: 1-800-987-8280 (in MS) Fax: 601-987-8285 Web site: www.mississippi.bbb.org Missouri 306 E. 12th Street Suite 1024 Kansas City, MO 64106-2418 816-421-7800 Fax: 816-472-5442 website: www.kansascity.bbb.org 205 Park Central East, Suite 509 Springfield, MO 65806-1326 417-862-4222 Fax: 417-869-5544 Web site: www.springfield-mo.bbb.org 12 Sunnen Drive, Suite 121 St. Louis, MO 63143 314-645-3300 Fax: 314-645-2666 Web site: www.stlouis.bbb.org Nebraska 3633 O Street, Suite 1 Lincoln, NE 68510-1670 402-476-5855 Fax: 402-476-8221 Web site: www.lincoln.bbb.org 2237 North 91st Plaza Omaha, NE 68134-6022 402-391-7612 Fax: 402-391-7535 Web site: www.omaha.bbb.org or www.omahafreenet.org/bbb/ Nevada P.O. Box 44108 (89116-2108) Las Vegas, NV 89116-2108 702-320-4500 Fax: 702-320-4560 Web site: www.lasvegas.bbb.org 991 Bible Way (89502) P.O. Box 21269 Reno, NV 89515-1269 702-322-0657 Toll free: 1-888-350-4222 Fax: 702-322-8163 Web site: www.reno.bbb.org New Hampshire 410 South Main Street, Suite 3 Concord, NH 03301-3483 603-224-1991 Fax: 603-228-9035 Web site: www.concord.bbb.org New Jersey 400 Lanidex Plaza Parsippany, NJ 07054-2797 973-581-1313 Fax: 973-581-7022 Web site: www.parsippany.bbb.org 1721 Route 37 East Toms River, NJ 08753-8239 732-270-5577 Fax: 732-270-6739 1700 Whitehorse-Hamilton Square, Suite D-5 Trenton, NJ 08690-3596 609-588-0808 Fax: 609-588-0546 Web site: www.trenton.bbb.org 16 Maple Avenue P.O. Box 303 Westmont, NJ 08108-0303 609-854-8467 Fax: 609-854-1130 Web site: www.westmont.bbb.org New Mexico 2625 Pennsylvania, N.E., Suite 2050 Albuquerque, NM 87110-3657 505-346-0110 Toll free: 1-800-873-2224 (in NM) Fax: 505-346-2696 Web site: www.albuquerque.bbb.org 308 North Locke Farmington, NM 87401-5855 505-326-6501 Fax: 505-327-7731 Web site: www.farmington.bbb.org 201 North Church, Suite 330 Las Cruces, NM 88001-3548 505-524-3130 Fax: 505-524-9624 New York 346 Delaware Avenue Buffalo, NY 14202-1899 716-856-7180 Fax: 716-856-7287 Web site: www.buffalo.bbb.org 266 Main Street Farmingdale, NY 11735-2618 900-225-5222 212-533-6200 Web site: www.newyork.bbb.org 257 Park Avenue South New York, NY 10010-7384 900-225-5222 212-533-6200 Fax: 212-477-4912 Web site: www.newyork.bbb.org Learbury Centre 401 N. Salina Street Syracuse, NY 13203 900-225-5222 Fax: 315-479-5754 Web site: www.syracuse.bbb.org 30 Glenn Street White Plains, NY 10603-3213 900-225-5222 212-533-6200 Web site: www.newyork.bbb.org North Carolina 1200 BB&T Building Asheville, NC 28801-3418 704-253-2392 Fax: 704-252-5039 Web site: www.asheville.bbb.org 5200 Park Road, Suite 202 Charlotte, NC 28209-3650 704-527-0012 Fax: 704-525-7624 Web site: www.charlotte.bbb.org 3608 W. Friendly Avenue Greensboro, NC 27410-4895 336-852-4240 Fax: 336-852-7540 Web site: www.greensboro.bbb.org 3125 Poplarwood Court, Suite 308 Raleigh, NC 27604-1080 919-872-9240 Fax: 919-954-0622 Web site: www.raleigh.bbb.org P.O. Box 69 Sherrils Ford, NC 28673-0069 828-478-5622 Fax: 828-478-5462 500 West 5th Street, Suite 202 Winston-Salem, NC 27101-2728 336-725-8384 Fax: 336-777-3727 Web site: www.winstonsalem.bbb.org Ohio 222 W. Market Street Akron, OH 44303-2111 330-253-4590 Fax: 330-253-6249 Web site: www.akron.bbb.org 1434 Cleveland Avenue, N.W. (44703) P.O. Box 8017 Canton, OH 44711-8017 330-454-9401 Toll free: 1-800-362-0494 (in OH and WV) Fax: 330-456-8957 Web site: www.canton.bbb.org 898 Walnut Street Cincinnati, OH 45202-2097 513-421-3015 Fax: 513-621-0907 Web site: www.cincinnati.bbb.org 2217 East 9th Street, Suite 200 Cleveland, OH 44115-1299 216-241-7678 Fax: 216-861-6365 Web site: www.cleveland.bbb.org 1335 Dublin Road, #30-A Columbus, OH 43215-1000 614-486-6336 Fax: 614-486-6631 Web site: www.columbus-oh.bbb.org 40 West Fourth Street, Suite 1250 Dayton, OH 45402-1830 937-222-5825 Toll free: 1-800-776-5301 (local area only) Fax: 973-222-3338 Web site: www.dayton.bbb.org 219 North McDonel (45801) P.O. Box 269 Lima, OH 45802-0269 419-223-7010 Fax: 419-229-2029 Web site: www.wcohio.bbb.org 3103 Executive Parkway, Suite 200 Toledo, OH 43606-1310 419-531-3116 Toll free: 1-800-743-4222 (northwest OH and southeast MI) Fax: 419-578-6001 Web site: www.toledo.bbb.org 25 Market Street P.O. Box 1495 Youngstown, OH 44501-1495 330-744-3111 Fax: 330-744-7336 Web site: www.youngstown.bbb.org Oklahoma 17 South Dewey Avenue Oklahoma City, OK 73102-2400 405-239-6081 Fax: 405-235-5891 Web site: www.oklahomacity.bbb.org 6711 South Yale, Suite 230 Tulsa, OK 74136-3327 918-492-1266 Fax: 918-492-1276 Web site: www.tulsa.bbb.org Oregon 333 S.W. Fifth Avenue, Suite 300 Portland, OR 97204 503-226-3981 Fax: 503-226-8200 Web site: www.portland.bbb.org Pennsylvania 528 North New Street Bethlehem, PA 18018-5789 610-866-8780 Fax: 610-868-8668 29 E. King Street, Suite 322 Lancaster, PA 17602-2852 900-225-5222 215-448-3870 Fax: 717-291-3241 Web site: www.easternpa.bbb.org 1608 Walnut Street, Suite 6 Philadelphia, PA 19103 900-225-5222 215-893-3870 Fax: 215-893-9312 Web site: www.easternpa.bbb.org 300 6th Avenue, Suite 100-UL Pittsburgh, PA 15222-2511 412-456-2700 Fax: 412-456-2739 Web site: www.pittsburgh.bbb.org The Connell Building, Suite 407 129 N. Washington Ave (18503-2204) P.O. Box 993 Scranton, PA 18501-0993 717-342-9129 Fax: 717-342-1282 Web site: www.scranton.bbb.org Puerto Rico P.O. Box 363488 San Juan, PR 00936-3488 787-756-5400 (8:30 am-4:30 pm) Fax: 787-758-0095 Web site: www.sanjuan.bbb.org Rhode Island 120 Lavan Street Warwick, RI 02888-1071 401-785-1212 Fax: 401-785-3061 Web site: www.rhodeisland.bbb.org South Carolina 2330 Devine Street (29205) P.O. Box 8326 Columbia, SC 29202-8326 803-254-2525 Fax: 803-779-3117 Web site: www.columbia.bbb.org 307-B Falls Street Greenville, SC 29601-2829 864-242-5052 Fax: 864-271-9802 Web site: www.greenville.bbb.org 1601 North Oak Street, Suite 101 Myrtle Beach, SC 29577-1601 843-626-6881 Fax: 843-626-7455 Web site: www.myrtlebeach.bbb.org Tennessee P.O. Box 1178 TCA Blountville, TN 37617-1178 423-325-6616 Fax: 423-325-6621 Web site: www.knoxville.bbb.org 1010 Market Street, Suite 200 Chattanooga, TN 37402-2614 423-266-6144 Fax: 423-267-1924 Web site: www.chattanooga.bbb.org 2633 Kingston Pike, Suite 2 (37919) P.O. Box 10327 Knoxville, TN 37939-0327 423-522-2552 Fax: 423-637-8042 Web site: www.knoxville.bbb.org 6525 Quail Hollow, Suite 410 (38120) P.O. Box 17036 Memphis, TN 38187-0036 901-759-1300 Fax: 901-757-2997 Web site: www.memphis.bbb.org 414 Union Street, Suite 1830 P.O. Box 198436 Nashville, TN 37219-8436 615-242-4BBB Fax: 615-254-8356 Web site: www.nashville.bbb.org Texas 3300 South 14th Street, Suite 307 Abilene, TX 79605-5052 915-691-1533 Fax: 915-691-0309 Web site: www.abilene.bbb.org 724 South Polk (79101) P.O. Box 1905 Amarillo, TX 79105-1905 806-379-6222 Fax: 806-379-8206 Web site: www.amarillo.bbb.org 2101 South IH35, Suite 302 Austin, TX 78741-3854 512-445-2911 Fax: 512-445-2096 Web site: www.centraltx.bbb.org P.O. Box 2988 Beaumont, TX 77701-2988 409-835-5348 Fax: 409-838-6858 Web site: www.beaumont.bbb.org P.O. Box 3868 Bryan, TX 77802-4413 409-260-2222 Fax: 409-846-0276 Web site: www.bryan.bbb.org 216 Park Avenue Corpus Christi, TX 78401 512-887-4949 Fax: 512-887-4931 Web site: www.corpuschristi.bbb.org 2001 Bryan Street, Suite 850 Dallas, TX 75201-3093 900-225-5222 214-740-0348 Fax: 214-740-0321 Web site: www.dallas.bbb.org Northwest Plaza, Suite 1101 El Paso, TX 79901 915-577-0191 Fax: 915-577-0209 Web site: www.elpaso.bbb.org 1612 Summit Avenue, Suite 260 Fort Worth, TX 76102-5978 817-332-7585 Fax: 817-882-0566 Web site: www.fortworth.bbb.org 5225 Katy Freeway, Suite 500 Houston, TX 77007 900-225-5222 713-867-4946 713-867-4944 (Spanish) Fax: 713-867-4947 Web site: www.houston.bbb.org 916 Main Street, Suite 800 Lubbock, TX 79401-3410 806-763-0459 Fax: 806-744-9748 Web site: www.lubbock.bbb.org 10100 County Road, 118 West P.O. Box 60206 Midland, TX 79711-0206 915-563-1880 Fax: 915-561-9435 Web site: www.midland.bbb.org 3121 Executive Drive (76904) P.O. Box 3366 San Angelo, TX 76902-3366 915-949-2989 Fax: 915-949-3514 Web site: www.sanangelo.bbb.org 1800 Northeast Loop, 410, Suite 400 San Antonio, TX 78217-5296 210-828-9441 Fax: 210-828-3101 Web site: www.sanantonio.bbb.org 3600 Old Bullard Road, #103-A (75701) P.O. Box 6652 Tyler, TX 75711-6652 903-581-5704 Toll free: 1-800-443-0131 (in TX) Fax: 903-534-8644 Web site: www.tyler.bbb.org 2210 Washington Avenue Waco, TX 76701-1019 254-755-7772 Fax: 254-755-7774 Web site: www.waco.bbb.org 609 International Blvd. (78596) P.O. Box 69 Weslaco, TX 78599-0069 956-968-3678 Fax: 956-968-7638 Web site: www.weslaco.bbb.org 4245 Kemp Blvd., Suite 900 Wichita Falls, TX 76308-2830 817-691-1172 Toll free: 1-800-388-1778 Fax: 817-691-1174 Web site: www.wichitafalls.bbb.org Utah 1588 South Main Street Salt Lake City, UT 84115-5382 801-487-4656 Fax: 801-485-9397 Web site: www.saltlakecity.bbb.org Vermont (Contact Boston office) Toll free: 1-800-4BBB-811 (802- Vermont only) Web site: www.bosbbb.org Virginia 586 Virginian Drive Norfolk, VA 23505 757-531-1300 Fax: 757-531-1388 Web site: www.norfolk.bbb.org 701 East Franklin, Suite 712 Richmond, VA 23219 804-648-0016 Fax: 804-648-3115 Web site: www.richmond.bbb.org 31 West Campbell Avenue Roanoke, VA 24011-1301 540-342-3455 Fax: 540-345-2289 Web site: www.roanoke.bbb.org Washington 1401 North Union, #105 Kennewick, WA 99336-3819 509-783-0892 Fax: 509-783-2893 4800 South 188th Street, Suite 222 (98188) P.O. Box 68926 Sea Tac, WA 98168-0926 206-431-2222 Fax: 206-431-2211 Web site: www.seatac.bbb.org 508 W. 6th Avenue, Suite 401 Spokane, WA 99204-2730 509-455-4200 Fax: 509-838-1079 Web site: www.spokane.bbb.org 32 N. 3rd Street, Suite 410 P.O. Box 1584 Yakima, WA 98901 509-248-1326 Fax: 509-248-8026 Web site: www.yakima.bbb.org Wisconsin 740 North Plankinton Avenue Milwaukee, WI 53203-2478 414-273-1600 Toll free: 1-800-213-1002 (in WI) Fax: 414-224-0081 Web site: www.wisconsin.bbb.org Corporate Consumer Contacts This section will help you resolve a complaint about a service or product. In some instances it may be best to go back to the place where you bought the product or service. In other cases, it may be better to write or call the consumer affairs department at the company's headquarters. Even if you decide to go directly back to the seller, let the consumer affairs department of the company know about your complaint. These offices are set up within companies because they want to hear from you. This section lists the names and addresses of more than 650 corporate headquarters and, in many cases, the name of the person to contact. Many listings also include toll free numbers and TDD (Telecommunications Device for the Deaf) numbers. Many of the companies listed in CRH are members of the Society of Consumer Affairs Professionals in Business (SOCAP). An international professional organization established in 1973, SOCAP provides training, conferences and publications to encourage and maintain the integrity of business in transactions with consumers; to encourage and promote effective communication and understanding among business, government and consumers; and to define and advance the consumer affairs profession. Today, SOCAP has 2,600 members representing more than 1,500 companies, including large national or multi-national firms, as well as small to midsize companies, throughout the U.S. and Canada. Associate members represent Federal, state and local government agencies, universities, and consumer organizations. SOCAP offers consumer affairs/customer service professionals networking opportunities, professional journals and newsletters, salary and job description surveys, and access to its resource center and bookstore. The Society's goal is to improve the marketplace for consumers by addressing their concerns within the corporate structure. SOCAP members are identified in the Corporate Consumer Contacts section of CRH by a mobius strip, which is part of SOCAP's official logo and symbolizes the unbroken connection between good business and customer satisfaction and loyalty. For more information, contact SOCAP at 801 North Fairfax Street, Suite 404, Alexandria, VA 22314; 703-519-3700; Fax: 703-549-4886; e-mail: socap@aol.com or on the web at: www.socap.org If you do not find the name of the company you are looking for in this section, check the product label or warranty for the name and address of the manufacturer. Public libraries also have helpful information. The Standard & Poor's Register of Corporations, Directors and Executives; Trade Names Directory; Standard Directory of Advertisers; and Dun & Bradstreet Directory are four sources that list information about most firms. If you do not know the name of the manufacturer, consult Brands and Their Companies, and The Thomas Register of American Manufacturers. The symbols below are shown next to corporations to indicate: * A Member of the Society of Consumer Affairs Professionals in Business (SOCAP) ** Provided financial support for the publication of the Consumer's Resource Handbook A Carole Aliskevicz Supervisor, Consumer Relations A.T. Cross Co. One Albion Road Lincoln, RI 02865 401-333-1200, ext. 380 Toll free: 1-800-AT CROSS (282-7677) Fax: 401-334-4856 E-mail: calisk@cross.com Anna Wright Administrator AAMCO Transmissions, Inc. One Presidential Blvd. Bala Cynwyd, PA 19004-1034 610-668-2900 Toll free: 1-800-523-0401 Fax: 610-664-5897 Audience Information ABC, Inc. 77 West 66th Street New York, NY 10023 212-456-7477 E-mail: abcaudr@abc.com Acculogic 7 Whatney Irvine, CA 92618 714-454-2441 Fax: 714-454-8527 Web site: www.cpinternational.com Customer Service Ace Hardware Corp. 2200 Kensington Court Oak Brook, IL 60523 630-990-6600 Fax: 630-990-6856 Web site: www.acehardware.com Adaptec 691 South Milpitas Boulevard Milpitas, CA 95035 Toll free: 1-800-959-7274 Fax: 408-957-2546 E-mail: support@adaptec.com Web site: www.adaptec.com Consumer Affairs * Admiral-Maytag Appliance Sales Co. 240 Edwards Street Cleveland, TN 37311 Toll free: 1-800-688-9920 TDD toll free: 1-800-688-2080 Adobe Systems 345 Park Avenue San Jose, CA 95110 408-536-6000 206-470-7000 (Seattle, WA) Toll free: 1-800-685-3507 Toll free: 1-800-833-6687 Toll free: 1-800-879-3219 Web site: www.adobe.com Consumer Affairs AETNA, Inc. 151 Farmington Avenue Hartford, CT 06156 860-273-0123 Toll free outside CT: 1-800-US-AETNA Fax: 860-273-9806 (consumer issues) TDD/TTY: 860-273-3081 Web site: www.aetna.com Jackie Sargent Manager, Customer Service Ajay Leisure Products, Inc. 1501 East Wisconsin Street Delavan, WI 53115 414-728-5521 Toll free: 1-800-558-3276 Fax: 414-728-8119 Customer Response Center * Alamo Rent A Car P.O. Box 22776 Ft. Lauderdale, FL 33335 954-522-0000 Toll free: 1-800-445-5664 Web site: www.goalamo.com Manager, Consumer Affairs Alaska Airlines P.O. Box 68900 Seattle, WA 98168 206-431-7286 (consumer affairs) 206-431-7428 (cargo/freight claims) 206-431-7425 (baggage claims) 206-431-3753 (refunds/lost ticket applications) Toll free: 1-800-426-0333 (Reservations) Fax: 206-439-4477 Consumer Relations Department Alberto Culver Co. 2525 Armitage Avenue Melrose Park, IL 60160 708-450-3163 Fax: 708-450-3435 Web site: www.alberto.com Consumer Affairs QA-Q122 Alcon Laboratories, Inc. 6201 South Freeway Fort Worth, TX 76134-2099 817-551-8454 Fax: 817-551-3092 Allegheny Pharmaceutical 277 Northern Blvd. P.O. Box 453 Great Neck, NY 11022 516-466-0660 Toll free: 1-800-645-6190 Consumer Affairs Department * Allied Van Lines P.O. Box 4403 Chicago, IL 60680 630-717-3590 Toll free: 1-800-470-2851 Fax: 630-717-3123 Web site: www.alliedvan.com Customer Relations * Allstate Insurance Co. 2775 Sanders Road Northbrook, IL 60062 847-402-5448 Fax: 847-402-0169 Web site: www.allstate.com Denise Yates Manager, Customer Relations * Aloha Airlines P.O. Box 30028 Honolulu, HI 96820 808-836-4115 Toll free: 1-800-803-9454 Fax: 808-836-4206 E-mail: aloha@alohaair.com Dixie Trout Vice President of Consumer Communications * Amana Appliances 2800 220th Trail Amana, IA 52204 Toll free: 1-800-843-0304 (product questions) Toll free: 1-800-628-5782 (service) Web site: www.amana.com Customer Relations/Passenger Services * America West Airlines 4000 East Sky Harbor Blvd. Phoenix, AZ 85034 602-693-0800 Toll free: 1-800-235-9292 Fax: 602-693-3707 TDD toll free: 1-800-526-8077 Web site: www.americawest.com Operations Department America's Favorite Chicken Co. 6 Concourse Parkway, Suite 1700 Atlanta, GA 30328-5352 770-391-9500 Fax: 770-353-3074 * American Airlines, Inc. P.O. Box 619612 MD 2400 DFW International Airport, TX 75261-9612 817-967-2000 817-967-4162 Manager, National Member Relations * American Automobile Association Mail space 61 1000 AAA Drive Heathrow, FL 32746 (written complaints only) Consumer Relations * ** American Express Co. 777 American ExpressWay Fort Lauderdale, FL 33337 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) Customer Service American Family Publishers P.O. Box 62000 Tampa, FL 33662-2000 Toll free: 1-800-AFP-2400 Sue Holiday Consumer Correspondent * American Greetings Corp. (SOCAP) One American Road Cleveland, OH 44144 216-252-7300, ext. 1281 Toll free: 1-800-777-4891 Consumer Affairs Department American Home Products Corp. 5 Giralda Farms Madison, NJ 07940 973-660-5000 Toll free: 1-800-322-3129 Web site: www.ahp.com Ronald Fojtlin Manager, World Wide Fitting Dept. * American Standard, Inc. P.O. Box 6820 Piscataway, NJ 08855-6820 Toll free: 1-800-223-0068 Fax: 732-980-6170 Dan Zvonek Director, Investor and Public Relations American Stores Co. P.O. Box 27447 Salt Lake City, UT 84127-0447 801-539-0112 Toll free: 1-800-541-2863 Fax: 801-531-0768 * Ameritech Customer Relations 225 West Randolph Street, Room 30-D Chicago, IL 60606 312-722-9411 Toll free: 1-800-244-4444 (customers only) Toll free: 1-800-451-2761 Web site: www.ameritech.com Richard Smith Manager, Customer Relations and Consumer Affairs * Amoco Oil Co. 200 East Randolph Drive Chicago, IL 60601 Toll free: 1-800-333-3991 Toll free: 1-800-227-3329 (credit card) Toll free: 1-800-782-7887 (club emergency services) Fax: 312-616-0889 Martha Tancil Director, Customer Satisfaction Service Center Amtrak Washington Union Station 60 Massachusetts Avenue, NE Washington, DC 20002 202-906-2121 Toll free: 1-800-USA-RAIL (reservations and information) Fax: 202-906-2211 Web site: www.amtrak.com Robin Horder-Koop Vice President, Distributor and Customer Services/Distribution/ANA Administration * Amway North America 7575 East Fulton Road Ada, MI 49355 616-787-6000 Fax: 616-787-4369 TDD toll free: 1-800-548-3878 E-mail: Robin-Horder-Koop@Amway.com Web site: www.Amway.com Window Care Call Center * Andersen Windows, Inc. 100 Fourth Avenue North Bayport, MN 55003 612-430-5150 Fax: 612-430-5827 Rosann Klaesner Manager, Customer Call Center * Anheuser-Busch, Inc. One Busch Place St. Louis, MO 63118-1852 314-577-2000 Toll free: 1-800-DIAL BUD (consumer call center) Fax: 1-800-FAX-2ABI; 314-865-9350 (Customer Product Quality) Web site: www.budweiser.com John Roskopf Director, Financial Relations * Aon Corp. 123 North Wacker Drive Chicago, IL 60606 312-701-3000, ext. 3983 Fax: 312-701-3793 Web site: www.aon.com Customer Relations Department Apple Computer, Inc. 20525 Mariani Avenue Cupertino, CA 95014 Toll free: 1-800-776-2333 (complaints and questions) Toll free: 1-800-538-9696 (dealer information) Toll free: 1-800-767-2775 (tech assistance) Toll free: 1-800-646-7582 (per incident tech support) Web site: www.info.apple.com Customer Service Arizona Mail Order 3740 East 34th Street Tucson, AZ 85713 520-748-8600 Fax: 520-750-6755 Mandy Hamilton Consumer Relations Administrator * Armorall Products (Division of Clorox Co.) 1221 Broadway Oakland, CA 94623 Toll free: 1-800-747-4104 Fax: 510-208-2682 Web site: www.clorox.com Consumer Affairs Department Armour Swift Eckrich 2001 Butterfield Road Downers Grove, IL 60515 630-512-1000 Toll free: 1-800-325-7424 (Eckrich nutrition) Fax: 630-512-1124 Bonnie Muehling Manager, Consumer Affairs * Armstrong World Industries P.O. Box 3001 Lancaster, PA 17604 717-396-4780 Toll free: 1-800-233-3823 Fax: 717-396-4270 Artisoft 1 South Church Street Tucson, AZ 85701 520-670-7000 Toll free: 1-800-846-9726 Fax: 520-670-7312 Web site: www.artisoft.com Asante Technologies 821 Fox Lane San Jose, CA 95131 408-435-8388 Toll free: 1-800-622-7464 Fax: 408-432-1117 Web site: www.asante.com David Hogan Vice President, Customer Sales and Services The Associates, Texaco Portfolio 330 Barker Cypress Road Houston, TX 77094 281-754-1728 Toll free: 1-800-938-2267 (credit card department) Fax: 281-754-1702 AST Research, Inc. 16215 Alton Parkway Irvine, CA 92618-3618 Toll free: 1-800-876-4278 (pre-sales; customer information) Fax: 714-727-9355 Web site: www.ast.com Claudia Jones Director, Consumer Affairs * ** AT&T 295 North Maple Avenue Basking Ridge, NJ 07920 908-221-2000 Fax: 908-221-1211 ATI Technologies 33 Commerce Valley Drive, East Thornhill, ON L3T 796 Canada 905-82-2600 Fax: 905-882-0546 Web site: www.support.atitech.com or www.atitech.ca Manager, Customer Relations Atlantic Richfield Co., ARCO Products Co. P.O. Box 5077 Buena Park, CA 90622-5077 213-486-3511 Toll free: 1-800-322-2726 Web site: www.arco.com Glen Dunkerson Vice President, Customer Service Atlas Van Lines P.O. Box 509 Evansville, IN 47703-0509 812-424-2222 Toll free: 1-800-252-8885 Fax: 812-421-7129 Web site: www.atlasvanlines.com Automobile Magazine (Division of K-III) 575 Lexington Avenue New York, NY 10022 212-891-6360 Barbara Pearson Manager, Customer Service Avis Rent-A-Car System 4500 S. 129th East Avenue Tulsa, OK 74134-3802 Toll free: 1-800-352-7900 Fax: 918-621-4819 E-mail: custserv@avis.com Web site: www.avis.com Lynn Baron Director, Consumer Information Center * ** Avon Products, Inc. 1251 Avenue of the Americas New York, NY 10020 212-282-7571 Toll free: 1-800-367-2866 Toll free: 1-800-445-2866 (consumer information center) Toll free: 1-800-FOR-AVON Web site: www.avon.com B Frederick Wilson General Counsel Bacardi-Martini USA, Inc. 2100 Biscayne Blvd. Miami, FL 33137 305-573-8511 Toll free: 1-800-BACARDI Fax: 305-573-2730 Web site: www.Bacardi.com Bali (Division of Sara Lee Corp.) 3330 Healy Drive P.O. Box 5100 (27113) Winston-Salem, NC 27103 910-519-6053 Toll free: 1-800-225-4872 Web site: www.balinet.com Corporate Communications Bally Entertainment 8700 West Bryn Mawr Chicago, IL 60631 773-399-1300 David Coulter President & CEO, Department 3001 Bank of America, NT & SA Box 37000 San Francisco, CA 94137 415-622-6081 Paul Leyden Senior Vice President, Public and Investor Relations The Bank of New York Co., Inc. 48 Wall Street, 16th Floor New York, NY 10286 212-495-2066 Fax: 212-495-1398 Web site: www.bankofny.com * Barnett Banks, Inc. P.O. Box 40789 Jacksonville, FL 32203 904-791-7720 Toll free: 1-800-242-2007 Fax: 904-791-5443 Web site: www.barnett.com Bass Pro Shop 1935 South Campbell Springfield, MO 65898 417-873-5000 Toll free: 1-800-BASS-PRO Fax: 417-873-5060 TDD toll free: 1-800-442-5788 E-mail: webmgr@basspro.com Web site: www.basspro.com Darla Elkin Manager, Customer Service Group * Bausch and Lomb 1400 North Goodman Street Rochester, NY 14692 716-338-6000 Toll free: 1-800-553-5340 Toll free: 1-800-552-7388 (Contact lens division) Fax: 716-338-0495 E-mail: bausch@aol.com Web site: www.bausch.com Consumer Relations * ** Bayer Consumer Care Division 36 Columbia Road Morristown, NJ 07962-1910 973-331-4536 Toll free: 1-800-331-4536 Fax: 973-408-8000 Customer Service Department Bear Creek Corp. 2518 South Pacific Highway P.O. Box 299 Medford, OR 97501 541-776-2400 Toll free: 1-800-345-5655 (Harry and David) Toll free: 1-800-872-7673 (Jackson and Perkins) Fax: 541-776-2194 Web site: www.harryanddavid.com * Beatrice Cheese, Inc. Cheese Division 770 North Springdale Road Waukesha, WI 53186 414-782-2750 Toll free: 1-800-444-6101 Fax: 414-782-0760 Web site: www.beatricecheese.com Charles Baer President * Becton Dickinson and Co. One Becton Drive Franklin Lakes, NJ 07417 201-847-6658 Fax: 201-884-5487 Consumer Helpline * Beech-Nut Nutrition Corporation 100 South Fourth Street St. Louis, MO 63102 Fax: 314-877-7665 Toll-free: 1-800-BEECHNUT (233-2468) Web site: www.beech-nut.com Corporate Headquarters * Beiersdorf, Inc. Wilton Coporate Center 187 Danbury Road Wilton, CT 06897 203-563-5800 Toll free outside CT: 1-800-233-2340 Fax: 203-563-5895 Headquarters * Bell Atlantic 1095 Avenue of the Americas New York, NY 10036 212-395-2121 (main switchboard) Toll free: 1-800-721-2300 1-800-621-9900 TTY toll free: 1-800-974-6006 Web site: www.bellatlantic.com Executive Appeals Manager * BellSouth Telecommunications, Inc. 37D57 BellSouth Center 675 West Peachtree Street, NE Atlanta, GA 30375 404-927-7400 Toll free: 1-800-346-9000 (Bell South Products) Fax: 404-584-6545 TTY toll free: 1-800-251-5325 (TTY, VCO/HCO) E-mail: Hq.Appeals@bridge.bellsouth.com Web site: www.bellsouth.com Marci Kleinsasser Director, Marketing and Public Relations Benihana of Tokyo 8685 Northwest 53rd Terrace Miami, FL 33166 305-593-0770 Toll free: 1-800-327-3369 Fax: 305-592-6371 Berkeley Systems 2095 Rose Street Berkeley, CA 94709 510-540-5535 425-644-4343 (technical support) Fax: 510-540-5630 Web site: www.berksys.com Peggy Yoder Manager, Customer Service Best Western International P.O. Box 42007 Phoenix, AZ 85080-2007 602-780-6181 Toll free: 1-800-528-1238 Fax: 602-780-6199 Web site: www.bestwestern.com Consumer Affairs Department * BIC Corp. 500 Bic Drive Milford, CT 06460 203-783-2000 Web site: www.bicworld.com * Binney & Smith Inc. PO Box 431 Easton, PA 18044-0431 610-253-6271 Toll free: 1-800-CRAYOLA (272-9652) Web site: www.crayola.com Floyd Coonce Manager, Consumer Assistance and Information * Black and Decker Household Products 6 Armstrong Road Shelton, CT 06484 Toll free: 1-800-231-9786 (household products) Fax: 203-926-3057 Consumer Services * Black and Decker Power Tools 626 Hanover Pike Hampstead, MD 21074 410-239-5300 Toll free: 1-800-762-6672 Web site: www.blackanddecker.com Lori Hunt Supervisor, Consumer Affairs * Block Drug Co., Inc. 257 Cornelison Avenue Jersey City, NJ 07302 201-434-3000 Toll free outside NJ: 1-800-365-6500 Fax: 201-434-5739 Rob Wilson Director of Operations * Blockbuster Entertainment Corp. 1201 Elm Street Dallas, TX 75270 214-854-3000 Toll free: 1-800-667-6767 Customer Service Department Bloomingdale's by Mail, Ltd. 475 Knotter Drive P.O. Box 593 Cheshire, CT 06410-0593 203-271-1313 Toll free: 1-800-777-0000 (mail order) Fax: 203-271-5321 TDD/TTY toll free: 1-800-838-2892 E-mail: bloomiessh@aol.com Consumer Affairs * Blue Cross and Blue Shield Association 1310 G Street, NW, 12th Floor Washington, DC 20005 202-626-4780 Fax: 202-626-4833 Web site: www.bluecares.com * Bob Evans Farms, Inc 3776 South High Street Columbus, OH 43207 614-491-2225 Toll free outside OH: 1-800-272-7675 Toll free: 1-800-939-2338 Fax: 614-497-4330 E-mail: tammy.myers@bobevans.com Boca Research, Inc. 1601 Clint Moore Road Boca Raton, FL 33487 561-241-8088 (customer service) Fax: 561-997-2163 E-mail: support@bocaresearch.com Web site: www.bocaresearch.com Susan Finley Senior Vice President Bojangles P.O. Box 240239 Charlotte, NC 28224 704-527-2675, ext. 3226 Toll free: 1-800-366-9921 Fax: 704-522-8677 Web site: www.bojangles.com Consumer Response Department * Borden, Inc. 180 East Broad Street Columbus, OH 43215 614-225-4511 Toll free: 1-800-426-7336 Fax: 614-225-7680 John Schutz Manager, Customer Relations Borghese, Inc. 767 5th Avenue, 49th Floor New York, NY 10153 212-572-3302 212-572-3303 212-572-3100 Fax: 212-572-3160 Borland 100 Borland Way Scotts Valley, CA 95066 408-431-1000 Toll free: 1-800-523-7070 Fax: 408-431-4353 E-mail: customer-service@borland.com Web site: www.borland.com Peggy Valenti Director, Consumer Affairs Bradlees Discount Department Stores One Bradlees Circle P.O. Box 9015 Braintree, MA 02184-9015 617-380-3000 Fax: 617-380-5440 Web site: www.bradlees.com * Braun Consumer Service Center 400 Unicorn Park Drive Woburn, MA 01801 Toll free: 1-800-BRAUN11 (1-800-272-8611) Web site: www.braun.com Consumer Affairs * Bridgestone/Firestone, Inc. P.O. Box 7988 Chicago, IL 60680-9534 Toll free: 1-800-367-3872 Fax: 1-800-760-7859 E-mail: firestone_consumer_affairs@faneuil.com Robert Laverty Director, Public Affairs * Bristol-Myers Squibb Pharmaceutical Group P.O. Box 4000 Princeton, NJ 08543-4000 609-252-4000 Toll free: 1-800-332-2056 (customer relations) Web site: www.bms.com Customer Relations * British Airways 7520 Astoria Blvd. Jackson Heights, NY 11370 718-397-4000 Toll free: 1-800-247-9297 (Airways) Fax: 718-397-4395 Web site: www.british-airways.com Consumer Care Brown Group, Inc. P.O. Box 354 8300 Maryland Avenue St. Louis, MO 63166 Toll free: 1-800-766-6465 Fax: 314-854-4274 Web site: www.browngroup.com Dianne Hall Marketing Services Specialist Brown-Forman Beverages Worldwide P.O. Box 1080 Louisville, KY 40201 502-585-1100 Toll free: 1-800-753-4567 (Canadian Mist) Consumer Affairs Budget Gourmet P.O. Box 10 Boise, ID 83707 Toll free: 1-800-488-0050 Fax: 208-383-6309 Customer Relations * Budget Rent-A-Car Corp. P.O. Box 111580 Carrollton, TX 75011-1580 Toll free: 1-800-621-2844 Fax: 972-404-7869 Investor Service Center Bull & Bear Group, Inc. 11 Hanover Square New York, NY 10005 212-363-1100 Toll free: 1-800-847-4200 Fax: 212-363-1103 E-mail: info@mutualfunds.net Web site: www.mutualfunds.net Manager, Customer Relations Bulova Watch Co. 26-15 Brooklyn Queens Expressway Woodside, NY 11377 718-204-3300 (consumer relations) 718-204-3222 (service) Monroe Milstein President Burlington Coat Factory Warehouse Corp. 1830 Route 130 North Burlington, NJ 08016 609-387-7800 Fax: 609-387-7071 Gayle Turner Public Relations Burlington Industries, Inc. 3330 West Friendly Avenue Greensboro, NC 27420 336-379-2472 Fax: 336-379-4504 C Bruce Hampton President and Chairman of the Board C & R Clothiers 8660 Hayden Place Culver City, CA 90232 310-559-8200 Fax: 310-839-7480 Consumer Affairs C.F. Hathaway 10 Water Street Waterville, ME 04901 207-873-4241 Toll free: 1-800-341-1003 Fax: 207-873-8390 Cabela's, Inc. One Cabela Drive Sidney, NE 69160 308-254-5505 Toll free: 1-800-237-8888 (catalog and customer service) Fax: 308-254-6669 TDD/TTY toll free: 1-800-695-5000 Web site: www.cabelas.com Caere Corp. 100 Cooper Court Los Gatos, CA 95032 408-395-8319 Toll free: 1-800-654-1187 Fax: 408-395-8319 E-mail: opsales@caere.com Web site: www.caere.com Calcomp (digitizers and scanners) 14555 North 82nd Street Scottsdale, AZ 85260 Toll free: 1-800-458-5888 Fax: 602-948-5508 Web site: www.calcomp.com Calcomp (plotters) 2411 West LaPalma Avenue Anaheim, CA 92801 Toll free: 1-800-225-2667 Emily Stone Vice President, Licensing Calvin Klein 205 West 39th Street, 10th Floor New York, NY 10018 212-719-2600 Sheila Sullivan Manager, Consumer and Public Affairs * Calvin Klein Cosmetics Co. 350 Clark Drive Mt. Olive, NJ 07921 Toll free: 1-800-715-4023 Fax: 973-426-7797 Holly Masclans Manager, Consumer Response and Information * Campbell Soup Co. Campbell Place P.O. Box 26B Camden, NJ 08103-1799 609-342-3714 Toll free: 1-800-257-8443 Fax: 609-342-6449 Web site: www.campbellsoup.com Michelle Jensen Consumer Relations * Canandaigua Wine Co. 116 Buffalo Street Canandaigua, NY 14424 716-394-7900 Toll free: 1-888-659-7900 Fax: 716-393-6950 Canon Computer Systems 15955 Alton Parkway Irvine, CA 92618 714-753-4000 Toll free: 1-800-423-2366 Toll free: 1-800-848-4123 Fax: 714-753-4239 Web site: www.ccsi.canon.com Customer Relations Department * Canon USA, Inc. One Canon Plaza, Bldg. C Lake Success, NY 11042 516-488-6700 Toll free: 1-800-828-4040 Michael Liby Senior Vice President, Operations Carl's Jr. Restaurants 1200 North Harbor Blvd P.O. Box 4349 Anaheim, CA 92803 714-774-5796 Toll free: 1-800-758-2275 (consumer comments) Fax: 714-490-3695 Web site: www.ckr.com Marcia King-Gamble Director, Guest Relations * Carnival Cruise Lines 3655 Northwest 87th Avenue Miami, FL 33178-2428 305-599-2600 Toll free: 1-800-438-6744 Fax: 305-406-4718 E-mail: grelations@carnival.com Web site: www.carnival.com James Witz Customer Relations Manager Carrier Air Conditioning Co. P.O. Box 4808 Syracuse, NY 13221 315-432-7885 Toll free: 1-800-227-7437 Toll free Bryant Heating and Air Conditioning: 1-800-428-4326 Toll free Day & Night Heating and Air Conditioning: 1-800-428-4326 Toll free Payne Heating & Air Conditioning: 1-800-428-4326 Fax: 315-432-6620 Consumer Relations Department * Carter-Wallace, Inc. 1345 Avenue of the Americas New York, NY 10105 212-339-5000 Toll free: 1-800-833-9532 Fax: 212-339-5100 Customer Service Carvel Corp. 20 Batterson Park Road Farmington, CT 06032-2502 Toll free: 1-800-322-4848 Customer Service Department Casio, Inc. 570 Mt. Pleasant Avenue Dover, NJ 07801 973-361-5400 Toll free: 1-800-962-2746 Fax: 973-361-3819 Web site: www.casio.com Ray Faiola Director, Audience Services CBS Audience Services 524 West 57th Street New York, NY 10019 212-975-3247 E-mail: audsvcs@cbs.com Web site: www.cbs.com Consumer Services *Celestial Seasonings 4600 Sleepytime Drive Boulder, CO 80301-3292 303-530-5300 Toll free: 1-800-351-8175 Web site: www.celestialseasonings.com Ceridian Contact Center Ceridian Corp. 8100 34th Avenue South Bloomington, MN 55425 612-853-8100 Gabrielle Towers Coordinator, Consumer Relations and Training Chanel, Inc. 9 West 57th Street, 44th Floor New York, NY 10019-2790 212-688-5055 Fax: 212-752-1851 * ** Chase Manhattan Bank 270 Park Avenue New York, NY 10017 212-270-9300 Fax: 212-270-1882 Consumer Products Division * Chattem, Inc. 1715 West 38th Street Chattanooga, TN 37409 423-821-4571 Toll free outside TN: 1-800-745-2429 Linnea Johnson Director, Consumer Information * Chesebrough-Pond's, USA 800 Sylvan Avenue Englewood Cliffs, NJ 07632 201-871-3143 Toll free: 1-800-243-5804 (consumer services) Web site: www.unilever.com W.P. Howell Supervisor, Dealer and Consumer Affairs * Chevron Products Co. P.O. Box H Concord, CA 94524 Toll free: 1-800-962-1223 Fax: 510-827-6820 Web site: www.chevron.com Guest Relations Chi-Chi's, Inc. 10200 Linn Station Road Louisville, KY 40223 502-426-3900 Toll free: 1-800-436-6006 Fax: 502-429-6243 Dennis Mussell President & CEO Chicken of the Sea International 4510 Executive Drive, Suite 300 San Diego, CA 92121 619-597-4242 Fax: 619-597-4566 Nancy Sevinsky Manager, Consumer and Professional Relations * Church & Dwight Co., Inc. 469 North Harrison Street Princeton, NJ 08543-5297 609-683-5900 Toll free: 1-800-524-1328 E-mail: website@churchdwight.com Web site: www.armhammer.com Consumer Relations * CIBA Vision Corp. 11460 Johns Creek Parkway Duluth, GA 30097 770-418-5117 Toll free: 1-800-875-3001 Web site: www.cibavision.com Customer Service CIE America 2701 Dow Avenue Tustin, CA 92780 714-757-4488 Toll free: 1-800-877-1421, ext. 4260 Web site: www.citoh.com Mark Whiter Director, Customer Services CIGNA Property and Casualty Companies 1601 Chestnut Street Philadelphia, PA 19192 215-761-4555 215-761-2489 Cincinnati Microwave One Microwave Plaza Cincinnati, OH 45249-9502 513-489-5400 Toll free: 1-800-433-3487 * Circuit City Stores, Inc. 9950 Mayland Drive Richmond, VA 23233 804-527-4000 Toll free: 1-800-627-2274 Fax: 804-342-6481 Anthony M. Duo Corporate Director of Customer Satisfaction and Quality Citicorp/Citibank 1 Court Square Long Island City, NY 11120 718-248-2442 Fax: 718-248-0512 Executive Secretary Citizen Watch Co. of America, Inc. 8506 Osage Avenue Los Angeles, CA 90045 Toll free: 1-800-321-1023 Claris 408-727-9054 (technical support) Toll free: 1-800-800-8954 (fax back) Web site: www.claris.com Sandy Stewart Manager, Consumer Services * Clopay Building Products Co. 312 Walnut Street, Suite 1600 Cincinnati, OH 45202-4036 Toll free: 1-800-225-6729 Fax: 513-762-3519 Beverly Randolph Consumer Services Manager * Clorox Co. 1221 Broadway Oakland, CA 94612-1888 510-271-7571 Toll free: 1-800-232-4745 (charcoal) Toll free: 1-800-292-2200 (laundry brands) Toll free: 1-800-537-2823 (food brands) Toll free: 1-800-227-1860 (household surface cleaners) Toll free: 1-800-426-6228 (insecticides) Toll free: 1-800-242-7482 (water purification Department of Public Relations Club Med Sales, Inc. 40 West 57th Street New York, NY 10019 212-977-2100 Fax: 212-315-5392 Web site: www.clubmed.com Amanda Pace Director, Industry and Consumer Affairs * The Coca-Cola Co. P.O. Drawer 1734 Atlanta, GA 30301 404-676-2121 Toll free: 1-800-438-2653 Fax: 404-676-4903 TDD toll free: 1-800-262-2653 Corporate Office Coldwell Banker Corp. 150 JFK Parkway Short Hills, NJ 07078 973-912-4000 Toll free: 1-800-732-5867 Fax: 973-912-4005 Jan Guifarro Associate Director, Consumer Affairs * ** Colgate/Palmolive 300 Park Avenue New York, NY 10022 212-310-2000 Toll free: 1-800-228-7408 Web site: www.colgate.com Corporate Office Collins & Aikman Products Co. P.O. Box 32665 Charlotte, NC 28232 704-547-8500 Fax: 704-548-2172 Gregory Barstead President, Life/Health Colonial Penn Group, Inc. 399 Market Street, 5th Floor Philadelphia, PA 19181 215-928-8000 Toll free: 1-800-523-1700 (auto customer service) Toll free: 1-800-523-2800 (homeowner customer service) Toll free: 1-800-523-4000 (health customer service) Toll free: 1-800-523-9100 (life customer service) Colorado Memory Systems 800 South Taft Avenue Loveland, CO 80537 970-635-1500 Fax: 970-282-9225 Toll free: 1-800-294-6175 Toll free: 1-800-368-9673 (fax back) Toll free: 1-800-845-7905 (product information) E-mail: support@colorado.com Web site: www.hp.com The Columbia House Co. 1221 Avenue of the Americas New York, NY 10020-1090 Toll free: 1-800-457-0500 (music) Toll free: 1-800-457-0866 (videos) Toll free: 1-800-562-5830 (CD Rom) Toll free: 1-800-965-9665 (audiobook) Web site: www.columbiahouse.com Teresa Infantino Executive Vice President * Combe Inc. 1101 Westchester Avenue White Plains, NY 10604-3503 914-694-5454 Toll free: 1-800-431-2610 (consumer affairs) Toll free: 1-800-873-7400 (product questions) Fax: 914-694-6320 Compaq Computer Corp. P.O. Box 692000 Houston, TX 77269 281-370-0670 Toll free: 1-800-852-6672 (technical support) Toll free: 1-800-345-1518 (product information) Fax: 970-282-9225 Web site: www.compaq.com Comprehensive Care Corp. 1111 Bayside Drive, Suite 200 Corona Del Mar, CA 92625 714-222-2273 Toll free in CA: 1-800-678-2273 Fax: 714-719-9797 Computer Associates P.O. Box 3391 Tulsa, OK 74101-3391 918-838-7638 405-947-5600 Toll free: 1-800-722-9095 Fax: 918-836-5918 E-mail: TLH@dreyersoftware.com Web site: www.dreyersoftware.com Brian Quigley Director of Consumer Affairs Congoleum Corp. 3705 Quakerbridge Road, Suite 211 Mercerville, NJ 08619 609-584-3610 Toll free: 1-800-274-3266 Web site: www.congoleum.com Customer Relations * Continental Airlines, Inc. 3663 North Sam Houston Suite 500 Houston, TX 77032 281-987-6500 Toll free: 1-800-932-2732 E-mail: custo@coair.com Ron Forsyth Manager, Customer Service * Continental/General Tire, Inc. 1800 Continental Blvd. Charlotte, NC 28273 704-583-8895 Toll free: 1-800-847-3349 Fax: 1-888-TIREFAX (847-3329) Web site: www.contigentire.com Consumer Service Group Converse, Inc. One Fordham Road North Reading, MA 01864-2680 508-664-1100 Toll free: 1-800-428-CONS (2667) Fax: 508-664-7440 Web site: www.converse.com Customer Service Conwood Co., L.P. 813 Ridge Lake Blvd. Memphis, TN 38101 901-761-2050 901-767-1302 Toll free: 1-800-238-5990 Ron Dohr Customer Service Supervisor * Cooper Automotive Technical Service P.O. Box 910 Toledo, OH 43661 419-535-2002 Toll free: 1-800-323-1977 Fax: 419-535-2347 Web site: www.cooperauto.com * Coors Brewing Co. Consumer Information Center NH475 Golden, CO 80401 Toll free: 1-800-642-6116 Fax: 303-277-5415 Corel Corp. 1600 Carling Avenue Ottawa, ON K1Z 8R7 Canada 613-728-1990 613-728-8200 Toll free: 1-800-772-6735 (Buffalo, NY) Fax: 613-728-0826, ext. 3080 (fax back); 613-761-9176 (customer service) E-mail: custserv@corel.com Ron Almarode Supervisor, Consumer Products * Corning Consumer Products Co. 1300 Hopeman Parkway Waynesboro, VA 22980 Toll free: 1-800-999-3436 Consumer Affairs Department CPC International, Inc. International Plaza Box 8000 Englewood Cliffs, NJ 07632-9976 201-894-4000 Toll free: 1-800-338-8831 Fax: 201-894-2126 CPI ACC (Computer Peripherals International) 7 Whatney Irvine, CA 92618 714-454-8527 Web site: www.cpinternational.com Service Department Craftmatic Organization, Inc. 2500 Interplex Drive Trevose, PA 19053-6998 215-639-1310 Toll free: 1-800-677-8200 (service) Toll free: 1-800-828-1033 (consumer affairs) Fax: 215-639-9941 Creative Labs 1523 Cimarron Plaza Stillwater, OK 74075 405-742-6622 or 6655 405-742-2160 (NT+052 users) Toll free: 1-800-998-5227 Toll free: 1-800-998-1000 (customer service) Fax: 405-742-6633; 405-372-5227 (fax back) E-mail: 72662.3046@compuserv.com Web site: www.creativelabs.com Crown Books 3300 75th Avenue Landover, MD 20785 Toll free: 1-800-831-7400 Web site: www.crownbooks.com Peter Cammarata Director, Sales and Marketing Operations Cuisinarts (Division of Conair Co.) One Cummings Point Road Stamford, CT 06904 203-975-4600 609-426-1300 (in NJ) Toll free outside NJ: 1-800-726-0190 Toll free: 1-800-726-6247, ext. 4605 Fax: 203-975-4660 E-mail: cuisinart@conair Web site: www.cuisinart.com Debby Rudolph Special Assistant to the President for Consumer Affairs Culligan International Co. One Culligan Parkway Northbrook, IL 60062 847-205-5757 E-mail: drudolph@culligan.com Web site: www.culligan.com Marvin Eisenstadt President Cumberland Packing Corp. Two Cumberland Street Brooklyn, NY 11205 718-858-4200 Fax: 718-260-9017 Customer Relations Cunard Line 555 Fifth Avenue New York, NY 10017-2416 Toll free: 1-800-528-6273 (information only) Dawn Roth Manager, Customer Assistance Center Current, Inc. P.O. Box 2559 Colorado Springs, CO 80901 719-531-2717 Toll free: 1-800-525-7170 Fax: 719-531-6510 Customer Relations Department CVS/Revco Corp. One CVS Drive Woonsocket, RI 02895-9988 401-765-1500 Fax: 401-762-6949 Web site: www.cvs.com Cyrix 2703 North Central Expressway Richardson, TX 75080 972-968-8387 Toll free: 1-800-462-9749 Fax: 972-679-9857 Web site: www.cyrix.com D Communications Department Dairy Queen P.O. Box 39286 7505 Metro Blvd. Minneapolis, MN 55439-0286 612-830-0200 Fax: 612-830-0480 Web site: www.dairyqueen.com Eileen Troise Consumer Affairs Manager * ** The Dannon Co., Inc. P. O. Box 1102 Maple Plain, MN 55592 Toll free: 1-800-321-2174 Shelby Snyder Consumer Division Danskin P.O. Box 15016 York, PA 17405-7016 717-840-5817 Toll free: 1-800-288-6749 Fax: 717-840-5855 Terry Pitra Manager, Guest Relations * Dayton's, Hudson's, Marshall Field's Dept. Stores Box 1197 700 Nicollet Mall Minneapolis, MN 55402 612-375-3382 Fax: 612-375-2402 Corporate Communications * Deere & Company 8601 John Deere Road Moline, IL 61265-8098 309-765-8000 Web site: www.deere.com Consumer Relations Department Del Laboratories, Inc. 565 Broad Hollow Road Farmingdale, NY 11735 Toll free: 1-800-952-5080 (Del Pharmaceuticals) Toll free: 1-800-953-5080 (Sally Hansen) Toll free: 1-800-954-5080 (Nautistics) Consumer Affairs * Del Monte Foods P.O. Box 193575 San Francisco, CA 94119-3575 415-247-3000 Toll free: 1-800-543-3090 Fax: 415-247-3080 Consumer Affairs * Delta Air Lines, Inc. Hartsfield Atlanta International Airport Atlanta, GA 30320 404-715-1450 Fax: 1-888-286-3163 (toll free within US and Canada) Web site: www.delta-air.com Barbara Ashley Assistant Manager, Product Service Delta Faucets P.O. Box 40980 Indianapolis, IN 46280 317-848-1812 Deneba Software 7400 Southwest 87th Avenue Miami, FL 33173 305-596-5644 Toll free: 1-800-622-6827 Fax: 305-273-9069 E-mail: support@deneba.com Web site: www.deneba.com Customer Relations Department Denny's, Inc. 203 East Main Street Spartanburg, SC 29319 864-597-8000 Toll free: 1-800-7DENNYS George Andrassy Vice President, Research and Development Dep Corp. 2101 East Via Arado Rancho Dominguez, CA 90220-6189 310-604-0777 Fax: 310-537-3679 Julie Jason Director of Employee and Customer Services DeVry, Inc. 1 Tower Lane Oakbrook Terrace, IL 60181 630-571-7700 Toll free: 1-800-225-8000 Fax: 630-574-1693 Marie Shubin Consumer Information Center * The Dial Corp. 15101 N. Scottsdale Road Scottsdale, AZ 85254 Toll free: 1-800-528-0849 (foods division) Toll free: 1-800-45-PUREX (household and laundry division) Toll free: 1-800-258-DIAL (personal care division) Diamond Multimedia 835 Sinclair Frontage Road Milpitas, CA 95035 408-325-7100 541-967-2450 Toll free: 1-800-727-8772 Fax: 408-325-7070 Web site: www.diamondmm.com Customer Relations Diet Center Worldwide, Inc. 395 Springdale Drive Akron, OH 44333 330-665-5861 Fax: 330-666-2197 Customer Relations Department Digital Equipment Corp. 111 Powder Mill Road Maynard, MA 01754 978-493-5111 Toll free: 1-800-332-4636 Toll free: 1-800-344-4825 (Digital) Web site: www.digital.com Financial Services Dillard's, Inc. 1600 Cantrell Road Little Rock, AR 72201 501-376-5200 Fax: 501-376-5917 Web site: www.dillards.com Sue Bouck Vice President, Customer Service Diners Club International 183 Inverness Drive West Englewood, CO 80112 303-799-9000 Toll free: 1-800-234-6377 Fax: 303-649-2891 TDD: 303-643-2155 Web site: www.dinersclub.com Dlink Systems 53 Discovery Drive Irvine, CA 92618 949-788-0805 Manager, Consumer Affairs Toll free: 1-800-326-1688 Fax: 949-753-7033 E-mail: tech@irvine.dlink.com Web site: www.dlink.com Karen Brill Manager, Consumer Relations * Dole Food Co. 5795 Lindero Canyon Road Westlake Village, CA 91362-4013 818-874-4000 Toll free: 1-800-232-8888 Fax: 818-874-4997 Web site: www.dole.com Charles Boyce Customer Center * Dollar Rent A Car Systems, Inc. CIMS 7082 5330 East 31st Street PO Box 33167 Tulsa, OK 74153-1167 Toll free: 1-800-800-5252 Fax: 918-669-3009 Web site: www.dollarcar.com Thomas Monaghan President and CEO * Domino's Pizza, Inc. P.O. Box 997 Ann Arbor, MI 41806-0997 313-930-3030 Robert Posch, Jr. Vice President, Legal Affairs Doubleday Book & Music Clubs, Inc. 401 Franklin Avenue Garden City, NY 11530-5806 516-873-4628 Sharon Clark Manager, Consumer Affairs * DowBrands P.O. Box 68511 Indianapolis, IN 46268-0511 317-873-7000 Toll free: 1-800-428-4795 Fax: 317-873-8564 Web site: www.dowclean.com or www.ziploc.com Philippa Dworkin Vice President, Corporate Communications Wynema Hamilton Manager, Consumer Affairs * Dr Pepper/Seven Up, Inc. 5301 Legacy Drive P.O. Box 869077 (75086-9077) Plano, TX 75024 972-673-7000 Toll free: 1-800-527-7096 Fax: 972-673-7867 E-mail: Philippa_Dworkin@dpsu.com or Wynema_Hamilton@dpsu.com Web site: www.drpepper.com or www.7up.com Jane Lagusch Vice President Drug Emporium, Inc. 155 Hidden Ravines Drive Powell, OH 43065 614-548-7080, ext. 104 Fax: 614-548-6651 Web site: www.drugemporium.com Robert Rosenberg Chairman of the Board * Dunkin Donuts of America/Baskin Robbins P.O. Box 317 Randolph, MA 02368 617-961-4000 Bob Pokrzyk Manager, Consumer Affairs Dunlop Tire Corp. P.O. Box 1109 Buffalo, NY 14240-1109 716-639-5439 Toll free: 1-800-828-7428 Fax: 1-800-253-6702 E-mail: rpokrzyk@dunloptire.com Web site: www.dunloptire.com Customer Information Center DuPont Co. Barley Mill Plaza Reeves Mill Building Wilmington, DE 19880-0010 302-774-1000 Toll free: 1-800-441-7515 Consumer Affairs Department * Duracell North America (Division of Gillette, Inc.) Duracell Drive Bethel, CT 06801 203-796-4304 Toll free: 1-800-551-2355 Fax: 203-796-4565 TDD/TTY toll free: 1-800-341-0654 Web site: www.duracell.com E E-Machines 1211 Alderwood Avenue Sunnyvale, CA 94089 408-541-1720 Kodak Information Center * Eastman Kodak Co. 343 State Street Rochester, NY 14650-0811 716-724-9977 Toll free: 1-800-242-2424 Fax: 716-724-9261 TDD/TTY toll free: 1-800-755-6805 Web site: www.kodak.com Customer Service Eckerd Drug Co. 8333 Bryan Dairy Road P.O. Box 4689 Clearwater, FL 34618 813-395-6000 Toll free: 1-800-284-8212 (Eckerd consumers helpline) Fax: 813-399-7063 TDD/TTY toll free: 1-800-760-4833 Web site: www.eckerd.com Eddie Bauer, Inc. P.O. Box 9700 Redmond, WA 98073-9700 425-882-6100 Toll free: 1-800-426-6253 Fax: 425-882-6383 E-mail: eddiebauer@aol.com Web site: www.eddiebauer.com Customer Service Edmund Scientific Co. 101 East Gloucester Pike Barrington, NJ 08007-1380 609-547-3488 Toll free: 1-800-728-6999 Fax: 609-547-3292 Customer Service Electrolux Corp. 300 East Valley Drive Bristol, VA 24201 Toll free: 1-800-243-9078 Fax: 540-645-2863 Consumer Communications * Eli Lilly & Co. Lilly Corporate Center Indianapolis, IN 46285 317-276-2000 Toll free: 1-800-545-5979 Web site: www.lilly.com Rocco Sacci Director, Corporate Communications Emery Worldwide (A CNF Company) One Lagoon Drive Redwood City, CA 94065 650-596-9600 Toll free: 1-800-227-1981 Fax: 650-596-7983 Manager, Consumer Affairs Encore Marketing International, Inc. 4501 Forbes Blvd. Lanham, MD 20706 301-459-8020 Toll free: 1-800-638-0930 Fax: 301-731-0525 Nick Farina Vice President, Public Relations Encyclopedia Britannica, Inc. 310 South Michigan Avenue Chicago, IL 60604-4293 312-347-7000 Toll free: 1-800-747-8503 (product information) Fax: 312-347-7399 Web site: www.eb.com * Epson 20770 Madrona Avenue Torrance, CA 90503 310-796-6292 Toll free: 1-800-824-8247 (sales) Fax: 310-782-5536 Web site: www.epson.com Pete Thayer Vice President, Office of Consumer Affairs Equifax P.O. Box 105873 Atlanta, GA 30348 Toll free: 1-800-685-1111 Carolann Mathews Vice President, Customer Relations The Equitable Co., Inc. 1290 Avenue of the Americas, 13th Floor New York, NY 10104 212-554-1234 Tedi Burris Manager, Consumer Relations * Ernest & Julio Gallo Winery P.O. Box 1130 Modesto, CA 95353 209-341-3161 Fax: 209-341-6600 Retail Customer Service Department Esprit de Corps 900 Minnesota Street San Francisco, CA 94107-3000 415-648-6900 Toll free: 1-800-4ESPRIT Fax: 415-550-3960 Adair Sampogna Vice President, Consumer Relations * Estee Lauder Companies 767 Fifth Avenue New York, NY 10153-0003 212-572-4200 Francine Recine-Quinn Corporate Manager, Consumer Affairs Ethan Allen, Inc. Ethan Allan Drive Danbury, CT 06813 203-743-8668 Fax: 203-743-8354 E-mail: ethanadv@ethanallen.com Web site: www.ethanallen.com Rick Gremer Consumer Relations Manager * The Eureka Co. 1201 East Bell Street Bloomington, IL 61701-6902 309-823-5735 Toll free: 1-800-282-2886 (warranty center) National Consumer Assistance Center * ** Experian P.O. Box 949 Allen, TX 75013-0949 Toll free: 1-888-EXPERIAN (397-3742) Web site: www.experian.com Sharon Plummer Consumer Assistance Manager * Exxon Company USA P.O. Box 4712 Houston, TX 77210-4712 713-680-7901 Toll free: 1-800-243-9966 Fax: 713-680-5047 F Family Circle Magazine 375 Lexington Avenue New York, NY 10017-5514 212-499-2000 Farallon Products, Netopia Co., Inc. 2470 Mariner Square Loop Alameda, CA 94501 510-814-5100 Fax: 510-814-5020 Web site: www.farallon.com Consumer Affairs Department * Faultless Starch/Bon Ami Co. 1025 West Eighth Street Kansas City, MO 64101-1200 816-842-1230 Glenn Pearson Manager, Quality and Process Improvement Federal Express Corp. P.O. Box 727, Dept. 1845 Memphis, TN 38194-1845 901-395-4562 Toll free: 1-800-238-5355 Fax: 901-395-4511 E-mail: webmaster@fedex.com Paula Coffey-Johnson Consumer Affairs Assistant Federated Department Stores 7 West Seventh Street Cincinnati, OH 45202 513-579-7000 Fax: 513-579-7185 Web site: www.federated-fds.com Joan Garrison Manager, Consumer Relations Fieldcrest Cannon, Inc. 1 Lake Circle Drive Kannapolis, NC 28081 Toll free: 1-800-841-3336 (Cannon retail store) Toll free: 1-800-343-6955 (Consumer Relations Department) Fax: 704-939-2302 Susan Alcorn Director, Consumer, Government and Media Center Finast 17000 Rockside Road Cleveland, OH 44137-4390 216-587-7100 Fax: 216-475-4354 Mary Luethmers Customer Relations Manager * Fingerhut Corp. 11 McLeland Road St. Cloud, MN 56395 320-259-2500 Fax: 320-654-4858 Art Cresci STP Consumer Relations First Brands Corp. 83 Wooster Heights Road Danbury, CT 06813-1911 203-731-2590 Toll free: 1-800-835-4523 E-mail: answers@stp.com ** First Union National Bank Customer Information Center 1525 West W.T. Harris Blvd. Charlotte, NC 28212 Toll free: 1-800-733-3862 Web site: www.firstunion.com Forrest Bassett Director, Consumer Affairs * Fisher-Price 636 Girard Avenue East Aurora, NY 14052 716-687-3000 Toll free: 1-800-432-5437 Fax: 716-687-3494 TDD toll free: 1-800-382-7470 Web site: www.fisher-price.com April Reynolds Manager, Customer Service Planning Florida Power and Light Co. P.O. Box 029100 Miami, FL 33102-9100 305-552-4645 Toll free: 1-800-397-6544 Fax: 305-552-3792 TDD toll free: 1-800-432-6554 Web site: www.fpl.com Customer Relations Florist Transworld Delivery Associates (FTD) 3113 Woodcreek Drive Downers Grove, IL 60515 630-719-7800 Toll free: 1-800-669-1000 Customer Service Florsheim Group, Inc. 200 North LaSalle Chicago, IL 60601 312-458-2710 Toll free: 1-800-633-4988 Fax: 312-458-7470 E-mail: florsheim@aol.com Marta Turner Vice President, Public Affairs Flowers Industries, Inc. P.O. Box 1338 1919 Flowers Circle Thomasville, GA 31757 912-226-9110 Fax: 912-226-1318 Web site: www.flowersindustries.com Anna Hedgepeth Manager of Customer Relations * Food Lion PO Box 1330 Salisbury, NC 28145 Toll free: 1-800-210-9569 (Food Lion) Toll free: 1-800-522-3367 (Kash n'Karry) Web site: www.foodlion.com Scott Yablon Vice President, Finance Administration Forbes, Inc. 60 Fifth Avenue New York, NY 10011 212-620-2409 Fax: 212-206-5199 E-mail: syablon@forbes.com George McKittrick Customer Relations Manager * Foster & Gallagher, Inc. 6523 North Galena Road Peoria, IL 61632 309-691-4610 (Mon.-Fri., 8:30 a.m.-5 p.m.) 309-691-3633 (Mon.-Fri. after 5:15 p.m.) Toll free: 1-800-447-0878 Fax: 309-589-2017 Linda Yocum Customer Service Frank's Nursery and Crafts, Inc. 6501 East Nevada Detroit, MI 48234 313-366-8400 Toll free: 1-800-627-7597 Fax: 313-366-5386 Customer Service Department * The Franklin Mint U.S. Route One Franklin Center, PA 19091 610-459-6000 Toll free: 1-800-523-7622 Fax: 610-459-6040 Customer Assistance Center * Frigidaire Home Products P.O. Box 7181 Dublin, OH 43017-0781 614-792-2153 Toll free: 1-800-451-7007 Fax: 614-792-4092 Web site: www.frigidaire.com Consumer Services Center Friskies PetCare Co. P.O. Box 96384 Phoenix, AZ 85093 818-549-5998 Toll free: 1-800-555-3747 Fax: 818-549-6330 Janet Rosati Director, Consumer Services Fruit of the Loom, Inc. One Fruit of the Loom Drive Bowling Green, KY 42102-9015 502-781-6400 502-782-5400 (customer service) Fax: 502-781-0903 Web site: www.fruit.com Marianne Salimbene Manager, Consumer Information Department Fuji Photo Film U.S.A, Inc. 400 Commerce Blvd. Carlstadt, NJ 07072-3009 Toll free: 1-800-800-FUJI (3854) Toll free: 1-800-659-3854, ext. 2564 Fax: 201-507-2591 Web site: www.fujifilm.com Fujitsu Computer Products of America 2904 Orchard Parkway San Jose, CA 95134 408-432-6333 Toll free: 1-800-626-4686 (tech support) Fax: 408-894-1709 Web site: www.fcpa.com Customer Resource Center Fuller Brush Co. P.O. Box 1247 Great Bend, KS 67530-0729 316-792-1711 Toll free: 1-800-523-3794 Fax: 316-793-4523 Web site: www.fullerbrush.com FWB Software 1750 El Camino Real Redwood City, CA 90461 650-482-4800 Fax: 650-482-4858 E-mail: info@fwb.com Web site: www.fwb.com G Customer Service * G.D. Searle and Co. Pharmaceuticals P.O. Box 5110 Chicago, IL 60680 847-982-7000 Toll free: 1-800-323-1603 Fax: 847-470-6633 Web site: www.monsanto.com Lee Rosenwasser Manager, Consumer Service Department * Galoob Toys, Inc. 500 Forbes Blvd. South San Francisco, CA 94080 650-952-1678 Toll free: 1-800-934-8697 Fax: 650-952-7084 E-mail: rosenwasser@mail.galoob.com Web site: www.galoob.com General Electric Co. For information on GE consumer products and services, call: GE ANSWER CENTER \'a8 service: 1-800-626-2000 General Host Corp. P.O. Box 10045 Stamford, CT 06904 203-357-9900 Fax: 203-357-0148 Jeff Hagen Director, Consumer Services * General Mills, Inc. P.O. Box 1113 Minneapolis, MN 55440-1113 612-540-2311 Toll free: 1-800-328-6787 (bakery products) Toll free: 1-800-328-1144 (cereals) Toll free: 1-800-222-6846 (Gorton's) Toll free: 1-800-231-0308 (snacks) Fax: 612-540-8330 Web site: www.genmills.com Customer Relations Manager * General Motors Acceptance Corp. (GMAC) 3044 West Grand Blvd., Room AX348 Detroit, MI 48202 Toll free: 1-800-441-9234 TDD toll free: 1-800-TDD-GMAC Web site: www.gmacfs.com Alan Bobin President The Generra Company 316 Occidental Avenue, South Suite 410 Seattle, WA 98104 206-728-6888 Fax: 206-467-9326 Web site: www.generra.com Sales Department Genesee Brewing Co., Inc. 445 St. Paul Street Rochester, NY 14605 716-546-1030 Toll free: 1-800-SAY-GENNY (729-4366 Fax: 716-546-5011 Web site: www.highfalls.com * Georgia-Pacific Corp. P.O. Box 105605 Atlanta, GA 30348-5605 Toll free: 1-800-2TELLGP (Consumer Response Center, packaged paper products) 770-953-7000 Kathy Ziprik (building products) Van Hindes Director, Corporate Affairs * Gerber Products Co. 445 State Street Fremont, MI 49413-1056 616-928-2000 Toll free: 1-800-4-GERBER (24 hour breast feed advice) Fax: 616-928-2723 Odonna Mathews Vice President for Consumer Affairs * Giant Food, Inc. P.O. Box 1804 Department 597 Washington, DC 20013 301-341-4365 Fax: 301-618-4968 TDD: 301-341-4327 Ruth Cote Manager, Consumer Service * Gillette Co. P.O. Box 61 Boston, MA 02199 617-421-7000 Toll free: 1-800-872-7202 Fax: 617-463-3410 Consumer Affairs Department * Glaxo Wellcome, Inc. 5 Moore Drive Research Triangle Park, NC 27709 919-248-3100 Fax: 919-483-0751 Web site: www.glaxowellcome.com Product Regulation The Glidden Co. 925 Euclid Avenue Cleveland, OH 44115 216-344-8000 Fax: 216-344-8900 Global Village 1144 East Arques Avenue Sunnyvale, CA 94086 408-523-1050 (technical support) Toll free: 1-888-417-0555 (current versions of modems) Toll free: 1-800-336-2009 (customer service) Fax: 408-523-2546 * Golden Grain Co. 4576 Willow Road Pleasanton, CA 94588 Toll free: 1-800-421-2444 * Goldstar (L.G. Electronics) P.O. Box 6166 Huntsville, AL 35824 205-772-8860 Toll free: 1-800-243-0000 Fax: 1-800-448-4026 Consumer Relations BF Goodrich Tires P.O. Box 19001 Greensville, SC 29602-9001 864-458-5000 Fax: 864-458-6650 Toll Free: 1-800-521-9796 Web site: www.michelin.com William R. Gaudet Director, Consumer Relations * Goodyear Tire & Rubber Co. 1144 East Market Street Akron, OH 44316 330-796-20059 Toll free: 1-800-321-2136 Fax: 330-796-3753 TDD: 216-796-6055 Web site: www.goodyear.com Gordon's Jewelers A Subsidiary of Zale Corporation 901 West Walnut Hill Lane Irving, TX 75038-1003 972-580-4924 Fax: 972-580-5286 Customer Assistance Department Greyhound Lines, Inc. P.O. Box 660362 Dallas, TX 75266-0362 214-849-8000 Customer Service * GTE Corp. One Stamford Forum Stamford, CT 06904 203-965-2000 Toll free: 1-800-643-0997 Fax: 203-965-2277 Web site: www.gte.com Gabby Rios Customer Services Guess? Inc. 1444 South Alameda Street Los Angeles, CA 90021 213-765-3100 Toll free: 1-800-394-8377 Fax: 213-744-0855 Consumer Relations Guinness Import Co. Six Landmark Square Stamford, CT 06901-2704 203-323-3311 Toll free: 1-800-521-1591 Fax: 203-359-7209 H Marti Johnson Director of Client Relations H&R Block, Inc. 4410 Main Street Kansas City, MO 64111-9986 816-753-6900 Toll free: 1-800-829-7733 Fax: 816-932-1800 Web site: www.hrblock.com Manager of Consumer Affairs * Hallmark Cards, Inc. P.O. Box 419034 Kansas City, MO 64141-6034 816-274-5111 Toll free: 1-800-425-6275 Toll free: 1-800-425-5627 Web site: www.hallmark.com * Hanes Hosiery (Division of Sara Lee Corp.) 5650 University Parkway Winston-Salem, NC 27105 910-768-9540 Toll free: 1-800-342-7070 (hosiery; Hanes customer service) Toll free: 1-800-925-3047 (L'eggs customer service) Web site: www.onehanesplace.com Cathy Teixeira Customer Services Hanover-Direct, Inc. 340 Poplar Street Hanover, PA 17333-9989 717-637-6000 Toll free: 1-800-447-3164 (Domestications catalog/customer service) Fax: 717-633-3199 TDD/TTY toll free: 1-800-617-2381 E-mail: allcats@hanoverdirect.com Consumer Relations Department * Hartz Mountain Corp. 400 Plaza Drive Secaucus, NJ 07094 201-271-4800 Doreen Mars Manager, Consumer Affairs * Hasbro, Inc. P.O. Box 200 Pawtucket, RI 02860-0200 Toll free: 1-800-242-7276 Toll free: 1-800-255-5516 Hayes Microcomputer Products, Inc. 5854 Peachtree Industrial Blvd. Norcross, GA 30092 770-840-9200 770-441-1617 (customer service) Fax: 770-449-0087 Web site: www.hayes.com Tom Wise Marketing Manager Heath Kit/Heath Zenith 455 Riverview Drive Benton Harbor, MI 49022 616-925-6000 Toll free: 1-800-530-0570 Fax: 616-925-2898 E-mail: heathkit@heathkit.com Web site: www.heathkit.com Manager, Consumer Affairs * Heinz USA P.O. Box 57 Pittsburgh, PA 15230 412-237-5740 Fax: 412-237-4230 Paula Cisar Manager, Consumer Affairs Department * Helene Curtis 325 North Wells Street Chicago, IL 60610-4713 312-661-0222 Toll free: 1-800-682-8301 Toll free: 1-800-782-8301 Fax: 312-661-2787; 312-836-0125 Hercules 3839 Spinnaker Court Freemont, CA 94538 510-623-6050 (technical support) 415-623-6030 Toll free: 1-800-323-0601 Fax: 415-623-1112 E-mail: support@hercules.com Web site: www.hercules.com Mindy Soloman Supervisor, Consumer Relations * Hershey Food Corp. 100 Crystal A Drive Hershey, PA 17033 717-534-6799 Web site: www.hersheys.com Jeff Hauser Manager, Customer Relations Hertz Corp. 225 Brae Blvd. Park Ridge, NJ 07656 201-307-2000 Toll free: 1-800-654-3131 (reservations) Fax: 201-307-2928 Web site: www.hertz.com Francesca Rude Customer Advocacy Manager * Hewlett-Packard Co. P. O. Box 10301 Palo Alto, CA 94303 650-857-1501 Fax: 650-813-3254 E-mail: francesca_rude@hp.com Web site: www.hp.com Bill Brooks Vice President, Brand Standards and Quality Management * Hilton Hotels Corp. 9336 Civic Center Drive Beverly Hills, CA 90210 310-278-4321 Fax: 310-205-4437 E-mail: billbrooks@hilton.com Web site: www.hilton.com Mike Rudman Vice President, Human Resources Hit or Miss 100 Campanelli Parkway Stoughton, MA 02072 617-344-0800 Fax: 617-297-7268 Teresa W. Omar Customer Service Manager * Hitachi Home Electronics (America), Inc. 1855 Dornoch Ct. San Diego, CA 92173 Toll free: 1-800-HITACHI (1-800-448-2244) Web site: www.hitachi.com Sam Wilhoit Customer Service Manager * Hoechst Marion Roussel North American Headquarters P.O. Box 9627 Kansas City, MO 64134-0627 816-966-4000 Toll free: 1-800-552-3656 Fax: 816-966-3860 Web site: www.hmri.com Randall E. Smith Director, Worldwide Sales Holiday Hospitality Three Ravenia Drive, Suite 2900 Atlanta, GA 30346 770-604-2000 Steve Sapsford Manager, Consumer Affairs Home Depot, Inc. 2727 Paces Ferry Road, NW Atlanta, GA 30339 770-433-8211 Toll free: 1-800-553-3199 Fax: 770-384-2345 Web site: www.homedepot.com Corporate Communications Home Shopping Network One HSN Drive St. Petersburg, FL 33729 813-572-8585 Toll free: 1-800-284-3900 Fax: 813-572-8854 Ray Gwin Home Technical Manager, Customer Assistance Center Honeywell, Inc. Honeywell Plaza P.O. Box 524 Minneapolis, MN 55440-0524 612-951-1000 Toll free: 1-800-468-1502 Larry Calder Manager of Consumer Response Center Hoover Co. 101 East Maple North Canton, OH 44720 330-499-9499 Toll free: 1-800-944-9200 Fax: 330-497-5065 Terry Gradidge Customer Service Division * The Horchow Collection 111 Customer Way Irving, TX 75039 972-401-6300 Toll free: 1-800-395-5397 Fax: 972-401-6740 TDD/TTY toll free: 1-800-533-1312 Cheryl Potter Director, Consumer Affairs * Hormel Foods Co. One Hormel Place Austin, MN 55912-9989 507-437-5032 Toll free: 1-800-523-4635 Howard Johnson, Inc. 3400 NW Grand Avenue Phoenix, AZ 85017 602-264-9164 Fax: 602-264-7633 Kevin Koesters Consumer Relations Huffy Bicycle Co. P.O. Box 1204 Dayton, OH 45401 Toll free: 1-800-872-2453 Fax: 937-865-2835 Customer Relations Humana, Inc. 500 West Main Street P.O. Box 1438 Louisville, KY 40201-1438 502-580-1000 Toll free: 1-800-664-4140 Web site: www.humana.com * Hunt-Wesson, Inc. P.O. Box 4800 Fullerton, CA 92834-4800 714-680-1431 John Romano Director, Quality Assurance * Hyatt Hotels & Resorts 200 West Madison Street, 39th Floor Chicago, IL 60606 312-750-1234 Toll free: 1-800-228-3336 Fax: 312-609-8875 I * IBM Computers 1500 Riveredge Parkway Atlanta, GA 30328 919-517-2480 770-858-5980 Toll free: 1-800-426-7763 (PC help center) Toll free: 1-800-426-4968 (customer service) Fax: 770-644-5530 Web site: www.ibm.com Improvements (Division of Hanover Direct, Inc.) Hanover, PA 17333-0084 216-831-6191 Toll free: 1-800-642-2112 (customer service) Integra International 5200 Keller Springs Road, Suite 1131 Dallas, TX 75248 972-233-0966 Intel 1900 Prairie City Road Folsom, CA 95630 916-377-7000 (switchboard) 916-356-8080 Toll free: 1-800-628-8686 (technical support and information) Fax: 800-525-3019 (fax back); 916-356-6660 Web site: www.intel.com Iomega 1821 West Iomega Way Roy, UT 90467 801-778-1000 (headquarters) 801-778-5875 (technical support, 8-12 MST) 801-629-7629 Toll free: 1-800-450-5522 Toll free: 1-888-4-IOMEGA (446-6342) Fax: 801-779-5632 Web site: www.iomega.com J Manager, Customer Service Jackson & Perkins Nursery Stock 2518 South Pacific Highway Medford, OR 97501 541-776-2400 Toll free: 1-800-872-7673 Fax: 800-242-0329 Ophelia Millon Manager of Consumer Affairs * James River Corp. P.O. Box 6000 Norwalk, CT 06856-6000 203-854-2458 Toll free: 1-800-243-5384 Joan McComb Corporate Customer Relations Manager * JCPenney Co., Inc. P.O. Box 10001 Dallas, TX 75301-7303 972-431-1000 Fax: 972-431-9140 Web site: www.jcpenney.com Consumer Affairs * Jenn Air-Maytag Appliance Sales Co. 240 Edwards Street Cleveland, TN 37311 Toll free: 1-800-688-1100 TDD toll free: 1-800-688-2080 Web site: www.jennair.com Jenny Craig International 11355 North Terrey Pines Road LaJolla, CA 92038 619-812-7000 Fax: 619-812-2700 Web site: www.jennycraig.com Consumer Relations Jockey International, Inc. 2300 60th Street P.O. Box 1417 (53141-1417) Kenosha, WI 53140 414-658-8111 Fax: 414-658-1812 Web site: www.jockey.com Public Relations * John Hancock Mutual Insurance Co. P.O. Box 111 Boston, MA 02117 617-572-6385 Toll free: 1-800-732-5543 Fax: 617-572-8707 TDD toll free: 1-800-832-5282 Web site: www.jhancock.com Diana Edgerley Operations Manager Johnny Appleseed's, Inc. 30 Tozar Road Beverly, MA 01915 978-922-2040 Toll free: 1-800-767-6666 Fax: 1-800-755-7557 Johns-Manville Corp. P.O. Box 5108 Denver, CO 80217-5108 303-978-2000 Toll free: 1-800-654-3103 Fax: 303-978-2318 (product information) Web site: www.jm.com * Johnson & Johnson Consumer Products, Inc. 199 Grandview Road Skillman, NJ 08558 908-874-1000 Martha Davis Subscription Department Johnson Publishing Co, Inc. 820 South Michigan Avenue Chicago, IL 60605 (written complaints only) Jordache Enterprises, Inc. 1411 Broadway New York, NY 10018 212-944-1330 Gerri Stuckey Consumer Relations * Joseph E. Seagram & Sons, Inc. 800 3rd Avenue New York, NY 10022 212-572-1282 Fax: 212-572-1264 Michael Colicchio National Customer Relations Manager * JVC Company of America 1700 Valley Road Wayne, NJ 07470 973-315-5000 Toll free: 1-800-252-5722 Fax: 973-315-4042 E-mail: customerrelation@jvcamerica.com Web site: www.jvc-america.com K Brian Beckwith Special Assistant to the Chairman K-III Magazines 745 Fifth Avenue New York, NY 10151 212-745-0100 Nancy Carlisle Manager, Customer Service * Kmart Corp. 3100 West Big Beaver Road Troy, MI 48084 810-643-1643 810-643-1000 Toll free: 1-800-635-6278 Fax: 810-614-1970 Wayne Wilson Manager, Customer Relations Karastan Rugmill Division of Mohawk Industries, Inc. P.O. Box 129 Eden, NC 27289 Toll free: 1-800-476-7113 Consumer Services * Kawasaki Motor Corp., USA P.O. Box 25252 Santa Ana, CA 92799-5252 714-770-0400 Fax: 714-460-5629 Web site: www.kawasaki.com Consumer Communications * Keebler Co., Inc. One Hollow Tree Lane Elmhurst, IL 60126 630-833-2900 Fax: 630-833-9501 Linda Pell Director, Consumer Affairs * Kellogg's P.O. Box CAMB Battle Creek, MI 49016 Toll free: 1-800-962-1413 Web site: www.kelloggs.com Robert Shower Manager, Product Service * Kelly Springfield Tire Co. 12501 Willow Brook Road, SE Cumberland, MD 21502-2599 301-777-6635 Fax: 301-777-6225 Nancy Brebner Customer Relations Manager * Kemper Insurance Companies 1 Kemper Drive, C-3 Long Grove, IL 60049-0001 708-320-2522 Toll free: 1-800-833-0355 E-mail: Nbrebner@KemperInsurance.com Web site: www.kemperinsurance.com Doreen Mars Manager, Consumer Affairs * Kenner Products P.O. Box 200 Pawtucket, RI 02862-0200 401-431-8697 Toll free: 1-800-327-8264 Kensington Technology Group 2855 Campus Drive San Mateo, CA 94403 650-572-2700 Toll free: 1-800-535-4242 Fax: 650-572-9675 Web site: www.kensington.com Keytronic Corp. P.O. Box 14687 Spokane, WA 99214 509-928-8000 Toll free: 1-800-262-6006 (technical support and sales) Fax: 509-927-5224 Web site: www.keytronic.com Cindy Van Grins Ven Director, Consumer Services * Kimberly-Clark Corp. P.O. Box 2020 Neenah, WI 54957 920-721-8000 Toll free: 1-800-544-1847 Fax: 920-721-4766 Web site: www.kimberly-clark.com Kinetico Inc. 10845 Kinsman Road P.O. Box 193 Newbury, OH 44065 440-564-9111 Toll free: 1-800-944-WATER Fax: 440-564-9541 E-mail: custserv@kinetico.com Web site: www.kinetico.com Consumer Assistance Center KitchenAid Sparks Administration Center 701 Main Street St. Joseph, MI 49085 616-923-4600 Toll free: 1-800-422-1230 (large appliances) Toll free: 1-800-541-6390 (small appliances) Web site: www.kitchenaid.com Alan Wilson Manager, Sales Administration Kohler Co. 444 Highland Drive, Mail Stop 101 Kohler, WI 53044 920-457-4441 Fax: 920-459-1611 (generators) 920-457-6991 (plumbing), 920-459-1743 (engines) Tamara J. Hartweg Manager, Consumer Response Center * Kraft Foods, Inc. Consumer Response Center 1 Kraft Court Glenview, IL 60025 Toll free: 1-800-323-0768 Fax: 847-646-7853 Web site: www.kraftfoods.com Judy Holland Manager, Consumer Relations * Kroger Co. 1014 Vine Street Cincinnati, OH 45202 513-762-1589 Toll free: 1-800-632-6900 The Krystal Company One Union Square Chattanooga, TN 37402 453-757-1550 615-757-1550 L * L'eggs Products (Division of Sara Lee Corp.) 5660 University Parkway Winston-Salem, NC 27105 910-519-3241 910-519-3342 Toll free: 1-800-234-5909 Consumer Affairs * L'Oreal Cosmetics (Division of Cosmair, Inc.) P.O. Box 98 Westfield, NJ 07091-9987 Toll free: 1-800-332-2036 Toll free: 1-800-631-7358 (L'Oreal Hair) Fax: 732-499-2599 Customer Service L.L. Bean, Inc. Casco Street Freeport, ME 04033-0001 207-865-4761 Toll free: 1-800-341-4341 TDD toll free: 1-800-545-0090 E-mail: llbean@llbean.com Web site: www.llbean.com Customer Service Department LA Gear 2850 Ocean Park Blvd. Santa Monica, CA 90405 310-452-4327 Toll free: 1-800-786-7800 Beth Rupp Supervisor of Consumer Services * La-Z-Boy Chair Co. 1284 North Telegraph Road Monroe, MI 48162-3309 313-242-1444 * Land O'Lakes, Inc. P.O. Box 64101 St. Paul, MN 55164-0101 612-481-2128 Toll free: 1-800-328-4155 Fax: 612-481-2959 Web site: www.landolakes.com Customer Service Land's End Two Land's End Lane Dodgeville, WI 53595 608-935-9341 Toll free: 1-800-332-4700 Toll free: 1-800-356-4444 Fax: 608-935-6254 TDD/TTY toll free: 1-800-541-3459 E-mail: myorder@landsend.com Web site: www.landsend.com Bill West Vice President, Customer Service Lane Furniture 701 Fifth Street P.O. Box 151 Altavista, VA 24517 804-369-5641 Fax: 804-369-3677 Laser Tools Corp. 1035 Carleton Street Berkeley, CA 94710 510-420-1319 Fax: 510-420-1150 Web site: www.lasertoolscorp.com Tim Kellerman Customer Service Team Lee Apparel 9001 West 67th Street Merriam, KS 66202 913-384-4000 Customer Service Leichtung Workshops, Inc. Division of Woodworkers Supply 5604 Alameda Place NE Albuquerque, NM 87113 216-831-6191 Toll free: 1-800-321-6840 Fax: 505-821-7331 Bob Schjernen President & CEO Lennox Industries, Inc. P.O. Box 799900 Dallas, TX 75379-9900 972-497-5000 Fax: 972-497-5299 Web site: www.davelennox.com Consumer Services Lever Brothers Co. 920 Sylvan Avenue Englewood Cliffs, NJ 07632 Toll free: 1-800-598-1223 * Levi Strauss & Co. 1155 Battery Street San Francisco, CA 94111 Toll free: 1-800-USA-LEVI E-mail: www.levi.com Customer Service Levolor Home Fashion 4110 Premier Drive High Point, NC 27265 910-812-8181 Toll free: 1-800-LEVOLOR Lexmark International 740 New Circle Road Bldg. 004-2 Lexington, KY 40550 606-232-3000 Fax: 606-232-2873 Web site: www.lexmark.com Krista Young Supervisor of Consumer Affairs * Liberty Mutual Insurance Group 175 Berkeley Street Boston, MA 02117-0140 617-357-9500 Fax: 617-574-6688 Toll free: 1-800-344-0197 ext. 41015 E-mail: presidentialsvcteam@libertymutual.com Web site: www.libertymutual.com Customer Service Lillian Vernon Corp. 2600 International Parkway Virginia Beach, VA 23452 757-430-1500 Toll free: 1-800-285-5555 (orders) Toll free: 1-800-505-2250 (customer service) Fax: 757-430-1010 TDD/TTY toll free: 1-800-285-5536 E-mail: LVCcustsrv@aol.com Web site: www.lillianvernon.com Vice President, Financial and Public Relations The Limited, Inc. Three Limited Parkway Columbus, OH 43230 614-479-7000 Logitech, Inc. 6505 Kaiser Drive Freemont, CA 94555 510-795-6100 702-269-4357 (technical support) Toll free: 1-800-231-7717 (sales) Fax: 510-792-8901 Web site: www.logitech.com Bruce Hinton Senior Director, Public Relations Long John Silver's 315 South Broadway P.O. Box 11988 Lexington, KY 40579-1988 606-388-6000 Web site: www.ljsilvers.com Communications Department * Los Angeles Times Times Mirror Square Los Angeles, CA 90053 213-237-5000 Lotus Development Corp. 55 Cambridge Parkway Cambridge, MA 02142 617-577-8500 Toll free: 1-800-223-0303 (training/resellers only) Toll free: 1-800-988-2500 (technical support) Toll free: 1-800-346-3508 (customer support) Toll free in Canada: 1-800-356-9866 Toll free in MA: 1-800-205-9933 Web site: www.lotus.com Judith Decker Director of Public Relations Lucky Stores, Inc. (Parent of American Stores Co.) P.O. Box 5008 San Leandro, CA 94577 510-678-5444 Fax: 510-678-5410 E-mail: DECKER.J@amstr.com M Consumer Affairs Department * M&M/Mars, Inc. High Street Hackettstown, NJ 07840 908-852-1000 Customer Services * MAACO, Inc. 381 Brooks Road King of Prussia, PA 19406 610-337-6155 Toll free: 1-800-523-1180 Toll free: 1-800-521-6282 Fax: 610-337-6145 Macromedia, Inc. 600 Townsend Street San Francisco, CA 94103 415-252-2000 (general office) 415-252-9080 (technical support) Toll free: 1-800-470-7211 Fax: 415-703-0924 Web site: www.macromedia.com Customer Service * Macy's East 151 West 34th Street New York, NY 10001 212-695-4400 Toll free: 1-800-526-1202 Web site: www.macys.com Customer Service Macy's West 50 O'Farrell Street San Francisco, CA 94102 415-397-3300 Toll free: 1-800-877-2655 MAG Innovision 2801 Yale Street Santa Ana, CA 92704 714-751-2008 Toll free: 1-800-827-3998 Fax: 714-751-5522 Web site: www.maginnovision.com Consumer Affairs * Magic Chef-Maytag Appliance Sales Company 240 Edwards Street Cleveland, TN 37311 Toll free: 1-800-688-1120 TDD toll free: 1-800-688-2080 Caren McCabe Consumer Services Manager * Mannington Mills, Inc. P.O. Box 30 Salem, NJ 08079 609-339-5864 Toll free: 1-800-356-6787 Fax: 609-339-6099 Web site: www.mannington.com Leslie Keenen Director of Corporate Strategic Communications Manor Care, Inc. 11555 Darnestown Road Gaithersburg, MD 20878-3200 301-979-3000 Toll free: 1-800-984-9369 Web site: www.manorcare.com Corporate Customer Relations Marine Midland Bank, N.A. One Marine Midland Center Buffalo, NY 14203 716-841-1000 Fax: 716-841-2547 * Marriott Corp. One Marriott Drive Washington, DC 20058 Toll free: 1-800-535-4028 (guest relations) Fax: 402-390-1698 Web site: www.marriott.com Karen Filler CLU, Second Vice President, Customer Relations Massachusetts Mutual Insurance Co. 1295 State Street Springfield, MA 01111 413-744-3844 Customer Service ** MasterCard International (contact issuing bank) P.O. Box 28468-0968 St. Louis, MO 63146-0968 Toll free: 1-800-826-2181 (lost or stolen or questions about the MasterCard) Fax: 314-542-3724 Web site: www.mastercard.com * Matsushita Services Co. of America 1 Panasonic Way Secaucus, NJ 07094 201-348-7000 Toll free: 1-800-211-7262 Gail Carpenter Director, Consumer Affairs * Mattel Toys, Inc. 333 Continental Blvd. El Segundo, CA 90245-5012 310-252-2000 Toll free: 1-800-524-TOYS (8697) Fax: 310-252-4190 E-mail: carpenterg@mattel.com Consumer Affairs Maxicare Health Plans, Inc. 1149 South Broadway Los Angeles, CA 90015 213-742-0900 Toll free: 1-800-234-6294 (member services only) Fax: 213-365-3499 Web site: www.maxicare.com Maxis 2121 North California Blvd., #600 Walnut Creek, CA 94596 510-933-5630 Toll free: 1-800-245-4525 Fax: 510-927-3736 Web site: www.maxis.com Maxtor 2191 Zanker Road San Jose, CA 95131 303-678-2041 (customer service) Toll free: 1-800-262-9867 Fax: 408-922-2085 Web site: www.maxtor.com James Harner Senior Vice President, Customer Service and Operations May Department Stores Co. 611 Olive Street St. Louis, MO 63101 314-342-6300 Fax: 314-342-3038 Web site: www.maycompany.com Consumer Affairs * Maybelline, Inc. (Division of Cosmair, Inc.) P.O. Box 1010 Clark, NJ 07066-1010 Toll free: 1-800-944-0730 Fax: 732-499-2599 Customer Service Department Mayflower Transit, Inc. P.O. Box 26150 Fenton, MO 63026-1350 314 326-3100 Toll free: 1-800-428-1234 Consumer Affairs * Maytag Appliance Sales Company 240 Edwards Street Cleveland, TN 37311 Toll free: 1-800-688-9900 TDD toll free: 1-800-688-2080 Web site: www.maytag.com Laurie Harrsen Manager, Consumer Affairs and Graphic Design * McCormick & Co., Inc. 211 Schilling Circle Hunt Valley, MD 21031 410-527-8753 Toll free: 1-800-632-5847 Fax: 410-527-6005 Web site: www.mccormick.com McCrory Stores, Inc. 2955 East Market Street York, PA 17402 717-757-8181 Beth Petersohn Manager, Customer Satisfaction Department * McDonald's Corp. Kroc Drive Oak Brook, IL 60523 630-623-6198 Web site: www.McDonalds.com Customer Service Manager * McGraw-Hill, Inc. 1221 Avenue of the Americas New York, NY 10020 Toll free: 1-800-262-4729 Fax: 614-759-3641 Web site: www.books.mcgraw-hill.com Annette Duff Senior Manager, Consumer Affairs * ** MCI Communications 1200 South Hayes Street 11th Floor Arlington, VA 22202 Toll free: 1-800-677-6580 Web site: www.mci.com Consumer Services * McKee Foods Corp. P.O. Box 750 Collegedale, TN 37315 Toll free: 1-800-522-4499 Fax: 423-238-7150 Bill Lindop Vice President Manufacturing * McKesson Water Products Co. 3280 E Foothill Blvd. #400 Pasadena, CA 91107 818-585-1000 Toll free: 1-800-4WATERS Fax: 818-585-8363 Consumer Affairs * McNeil Consumer Products Co., (Subsidiary of Johnson & Johnson) 7050 Camp Hill Road Fort Washington, PA 19034 215-233-7000 Customer Relations * Meineke Discount Muffler P.O. Box 32401 Charlotte, NC 28232 704-377-3070 Toll free: 1-800-447-3070 Fax: 704-377-1490 Yvette Harris Manager, Customer Relations Melitta USA, Inc. 13925 58th Street North Clearwater, FL 34624 813-535-2111 Toll free: 1-888-635-4882 Fax: 813-530-7870 Paul Beideman Executive Vice President (Retail Bank) Mellon Bank Corp. One Mellon Bank Center, Room 5135 Pittsburgh, PA 15258-0001 412-234-8552 Fax: 412-236-1818 Mentholatum Co., Inc. 707 Sterling Drive Orchard Park, NY 14127 716-882-7660 Patricia Royer Vice President, Consumer Affairs * Merck Medco Managed Care, L.L.C. 100 Summit Avenue Montvale, NJ 007645 201-358-5230 Fax: 201-476-2538 Service Department Mercruiser 3003 North Perkins Road Stillwater, OK 74075 405-377-1200 Fax: 405-743-6560 Service Department Mercury Marine P.O. Box 1939 Fond Du Lac, WI 54936-1939 920-929-5040 Fax: 920-929-5893 M.J. Mosiniak Consumer Affairs Specialist Merillat Industries 5353 West U.S. 223 Adrian, MI 49221 517-263-0771 Fax: 517-263-4792 Jan Shaffer Client Relationship Services Merrill Lynch, Pierce, Fenner & Smith P.O. Box 9084 Princeton, NJ 08543-9084 609-282-6920 Colleen Dahle-Hong Consumer Affairs Analyst/Paralegal * Mervyn's 22301 Industrial Blvd., M02Q Hayward, CA 94541 510-727-5208 Fax: 510-727-5027 Bruce Hemer Assistant Vice President, Corporate Customer Relations * Metropolitan Life Insurance Co. One Madison Avenue, Area 12-A New York, NY 10010-3690 212-578-2544 Fax: 212-685-8042 Web site: www.metlife.com Consumer Relations Department * ** Michelin North America, Inc. P.O. Box 19001 Greenville, SC 29602 Toll free: 1-800-847-3435 Web site: www.michelin.com Cindy Rosenbrook Customer Service Manager Michigan Bulb Co. 1950 Waldorf, N.W. Grand Rapids, MI 49550 616-453-5401 Fax: 616-735-2628 Microsoft Corp. One Microsoft Way Redmond, WA 98052-6399 425-882-8080 206-635-7000 (Windows 95 support) Web site: www.microsoft.com Microtek Lab, Inc. 3715 Doolittle Drive Redondo Beach, CA 90278 310-297-3100 (technical support) 310-297-5101 (sales) Mid-Michigan Surgical Supply 595 North Avenue Battle Creek, MI 49017 616-962-9541 Toll free: 1-800-445-5820 Fax: 616-926-9650 Charles Ayers Manager, Consumer Relations * Midas International Corp. 225 North Michigan Avenue Chicago, IL 60601 312-565-7500 Toll free: 1-800-621-8545 Fax: 312-565-7822 TDD/TTY toll free: 1-800-SAY-HEAR (729-4327) Mary Courtois Customer Service Manager Miles Kimball Co. 41 West 8th Avenue Oshkosh, WI 54906-0002 (written inquiries only) Fax: 920-231-6942 TDD: 920-231-5506 Debra Wood Consumer Service Supervisor Milton Bradley Co. 443 Shaker Road East Long Meadow, MA 01028 413-525-6411, ext. 2288 Fax: 413-525-1767 Web site: www.scrabble.com Peter Longueira National Manager, Consumer Service * Minolta Corp. 101 Williams Drive Ramsey, NJ 07446 201-825-4000 Fax: 201-825-0282 Minwax/Sherwin Williams 10 Mountain View Road Upper Saddle River, NJ 07458 Toll free: 1-800-526-0495 Fax: 201-818-7605 Web site: www.minwax.com Consumer Relations * Mitsubishi Electronics America, Inc. 6100 Atlantic Blvd. P.O. Box 5025 Norcross, GA 30071-1305 Toll free: 1-800-332-2119 (for TV, VCR, audio/video equipment) Fax: 770-734-5486 Web site: www.mitsubishi.com Otis Williams Customer Relations Manager * Mobil Oil Corp. 3225 Gallows Road Fairfax, VA 22037 Toll free: 1-800-662-4592 R.D. Bahr Credit Services Manager Mobil Oil Credit Corp. 11300 Corporate Avenue Lenexa, KS 66219-1385 Toll free: 1-800-225-9547 Fax: 703-846-6002 Customer Service Monet Group Inc. Crystal Brand Jewelry Group Number Two Lonsdale Avenue Pawtucket, RI 02860 401-728-9800 General Information * Monsanto Co. 800 North Lindbergh Blvd. St. Louis, MO 63167 314-694-1000 Web site: www.monsanto.com Judy Gustafson Director, Corporate Communications Montgomery Ward 535 West Chicago Avenue Chicago, IL 60610 312-467-2000 Toll free: 1-800-695-3553 Fax: 312-467-2175 Shareholder Services * Morgan Stanley, Dean Witter, Discover & Co. 2 World Trade Center, 66th Floor New York, NY 10048 Toll free: 1-800-733-2307 Mark Beaudouin First Vice President and General Counsel, Secretary Morse Shoe Inc. A Subsidiary of J. Baker, Inc. 555 Turnpike Street Canton, MA 02021 781-828-9300 Fax: 781-821-0614 Consumer Affairs * Morton International Morton Salt Division 100 North Riverside Plaza Chicago, IL 60606 312-807-2693 Fax: 312-807-2899 Web site: www.morton.com Corporate Communications * Motorola, Inc. 1303 East Algonquin Road Schaumburg, IL 60196 847-576-2108 Fax: 847-576-7653 TDD: 847-538-7116 Web site: www.mot.com Consumer Services Department * Motts, Inc. P.O. Box 3800 Stamford, CT 06905 203-968-7500 Toll free: 1-800-426-4891 Web site: www.motts.com Mountaingate Data Systems 9393 Gateway Drive Reno, NV 89511 702-851-9393 Toll free: 1-800-447-8302 (customer support) Fax: 702-851-5533 Mouse Systems 47505 Seabridge Drive Freemont, CA 94538 510-556-1117 Holly Russo Director, Customer Service Movado Group, Inc. 125 Chubb Avenue Lyndhurst, NJ 07071 201-460-4800 Fax: 201-460-3832 Web site: www.vizio.com (for Visio watches) Mutual Life Insurance Company of New York (MONY) 1740 Broadway New York, NY 10019 212-708-2000 Toll free: 1-800-487-6669 (D.I./Life/Medical) Web site: www.mony.com Elizabeth Powell Vice President, Customer Service Mutual of Omaha Insurance Co. Mutual of Omaha Plaza Omaha, NE 68175 402-351-5625 Fax: 402-351-2194 Web site: www.mutualofomaha.com N Sandra Lowe Manager, Response Center * Nabisco Foods Group 100 DeForest Avenue East Hanover, NJ 07936 973-503-2617 Toll free: 1-800-NABISCO Fax: 973-503-2202 Web site: www.nabisco.com William Towey Senior Vice President, Theater Operations National Amusements, Inc. 200 Elm Street Dedham, MA 02026 781-461-1600 Fax: 781-326-6899 Mary McElroy-Mullvain Manager, Consumer Affairs * National Car Rental System, Inc. 7700 France Avenue South Minneapolis, MN 55435 Toll free: 1-800-468-3334 Fax: 612-830-2936 National Media Corp. 11 Penn Center 1835 Market Street Philadelphia, PA 19103 215-988-4600 Fax: 215-988-4900 Web site: www.quantumtv.com Randy Lieble Treasurer National Presto Industries, Inc. 3925 North Hastings Way Eau Claire, WI 54703-3703 715-839-2121 Fax: 715-839-2122 Glenn Soden Customer Relations Officer * Nationwide Insurance Enterprises One Nationwide Plaza, 1-22-01 Columbus, OH 43215-2220 614-249-6985 Fax: 614-249-5544 Audience Services NBC 30 Rockefeller Plaza New York, NY 10112 212-664-2333 NCE Computer Group 9717 Pacific Heights Blvd. San Diego, CA 92121 619-452-7974 Toll free: 1-800-458-0300 Near East Food Products, (Division of Quaker Oats) 797 Lancaster Street Leominster, MA 01453 312-222-7111 Web site: www.quakeroatmeal.com Linda Middleton Customer Service Director NEC Technologies, Inc. 1250 Arlington Heights Road Itasca, IL 60143 630-467-5000 Toll free: 1-800-388-8888 (all product lines) Fax: 630-467-5010 Customer Service Department * Neiman-Marcus P.O. Box 729080 Dallas, TX 75372 214-761-2660 Toll free: 1-800-685-6695 Fax: 214-761-2650 Web site: www.neimanmarcus.com Consumer Services Center * Nestle USA P.O. Box 96383 Phoenix, AZ 85093 818-549-5998 Toll free: 1-800-225-2270 Fax: 818-549-6330 Alene Lain Consumer Affairs * Neutrogena Corp. 5760 West 96th Street Los Angeles, CA 90045 310-642-1150 Toll free: 1-800-421-6857 Fax: 310-337-5564 External Affairs Nevada Bell 645 East Plumb Lane Reno, NV 89520 702-333-4339 Fax: 702-333-2364 TDD toll free: 1-800-356-4040 John G. Small President, New England Services Administration * The New England 501 Boylston Street Boston, MA 02116 617-578-2810 Fax: 617-578-5511 Mark Schindleheim New York Life Insurance Co. 51 Madison Avenue New York, NY 10010 212-576-5081 ex. 8181 Fax: 212-447-4180 New York Magazine (Division of K-III) 444 Madison Avenue New York, NY 10022 212-508-0700 Robert Smith Manager, Advertising Acceptability Department New York Times Co. 229 West 43rd Street New York, NY 10036 212-556-7171 George Ittner President and CEO Newport News, Inc. 5000 City Line Road Hampton, VA 23661 757-827-7010 Fax: 757-825-4106 Customer Service Newsweek, Inc. P.O. Box 59967 Boulder, CO 80322 Toll free: 1-800-631-1040 (subscriber service) Fax: 201-335-5971 Customer Service Nexxus Products Co. P.O. Box 1274 Santa Barbara, CA 93116-9976 805-968-6900 Toll free: 1-800-444-6399 Fax: 805-968-6540 Web site: www.nexxusproducts.com Lynda Danovitz Manager, Customer Advocacy * Niagara Mohawk Power Corp. Dey's Centennial Plaza 401 South Salina Street Syracuse, NY 13202 315-460-7015 Fax: 315-460-7009 Consumer Services * Nike, Inc. Nike/World Campus 1 Bowerman Drive Beaverton, OR 97005-6453 503-671-6453 Toll free: 1-800-344-6453 E-mail: www.nike.com Robilyn Martin General Manager, Customer Relations * Nikon Inc. 19601 Hamilton Avenue Torrance, CA 90502 310-523-5250 Toll free: 1-800-645-6687 (technical information) Toll free: 1-800-645-6678 (for service related questions) Fax: 310-523-9852 Web site: www.nikonusa.com Nine West -- Easy Spirit One Eastwood Drive Cincinnati, OH 45227-1197 Toll free: 1-800-285-9955 Nine West -- Selby One Eastwood Drive Cincinnati, OH 45227-1197 Toll free: 1-800-284-9949 Nine West Group, Inc. 9 West Plaza 1129 Westchester Avenue White Plains, NY 10604-3529 914-640-6400 Toll free: 1-800-260-2227 (customer service) Web site: www.ninewest.com Consumer Services Nintendo of America Inc. 4820 150th Avenue N.E. P.O. Box 957 (98073) Redmond, WA 98052 425-885-7529 (general product info) 1-900-288-0707 (game play assistance, $1.50/minute) Toll free: 1-800-255-3700 TDD toll free: 1-800-422-4281 E-mail: nintendo@nintendo.com Web site: www.nintendo.com Julie Brown Manager, Consumer Relations Department * Norelco Consumer Products Co. (Division of Philips Electronics North America Corp.) 1010 Washington Blvd. P.O. Box 120015 Stamford, CT 06912-0015 Toll free: 1-800-243-7884 Fax: 203-975-1812 Customer Relations * Northwest Airlines C6590 5101 Northwest Drive St. Paul, MN 55111-3034 612-726-2046 Toll free: 1-800-225-2525 TDD toll free: 1-800-328-2298 (reservations) Web site: www.nwa.com Thomas Towers Associate Director, Public Relations Northwestern Mutual Life Insurance Co. 720 East Wisconsin Avenue Milwaukee, WI 53202 414-299-7179 Fax: 414-299-2463 Web site: www.northwesternmutual.com Alice Kain-Moore Manager, Customer Relations * Norwegian Cruise Line 7665 Corporate Center Drive Miami, FL 33126 305-436-4000 Toll free: 1-800-327-7030 Fax: 305-436-4108 Web site: www.ncl.com Nancy Casper Consumer and Professional Affairs Department * Novartis Consumer Health, Inc. 560 Morris Avenue Building F Summit, NJ 07901-1312 Toll free: 1-800-452-0051 (Over-the-counter products) Fax: 908-598-7583 Web site: www.novartis.com Environmental and Public Affairs Department Novartis Crop Protection Plant Protection 410 Swing Road Greensboro, NC 27409 910-632-6000 Toll free: 1-800-334-9481 Web site: www.novartis.com Customer Response * Novartis Pharmaceuticals 59 Route 10 East Hanover, NJ 07936 Toll free: 1-800-742-2422 Web site: www.novartis.com Novell, Inc. 1555 North Technology Way Orem, UT 84097 Toll free: 1-800-638-9273 Fax: 801-228-5176 Joe Falco Director of Consumer Relations Nu Tone, Inc. Madison and Redbank Roads Cincinnati, OH 45227 513-527-5231 Fax: 513-527-5122 Monsanto Consumer Affairs * The NutraSweet/Equal Co. P.O. Box 2986 Chicago, IL 60654-0986 Toll free: 1-800-321-7254 (NutraSweet) Toll free: 1-800-323-5316 (Equal) Web site: www.equal.com or www.nutrasweet.com Nutri/System Inc. 410 Horsham Road Horsham, PA 10944 215-442-5300 Fax: 215-442-0299 O Linda Compton Manager, Consumer Affairs * Ocean Spray Cranberries Inc. One Ocean Spray Drive Lakeville/Middleboro, MA 02349 508-946-7407 Toll free: 1-800-662-3263 Fax: 508-947-9791 * Okidata Toll free: 1-800-OKIDATA (654-3282) (24 hours a day, 7 days a week) Kim Harris Director, Customer Service Olan Mills, Inc. 4325 Amnicola Highway P.O. Box 23456 Chattanooga, TN 37422-3456 423-622-5141 Toll free: 1-800-251-6320 Fax: 423-499-3864 E-mail: omcuserv.@cdc.net Web site: www.olanmills.com Barbara Abe Manager, Customer Support * Olympus America 2 Corporate Center Drive Melville, NY 11747 516-844-5000 Toll free: 1-800-622-6372 Fax: 516-844-5262 Denise Armstrong Consumer Affairs Manager * Oneida, Ltd. The Telemarketing Center Sherrill, NY 13461 315-361-3000 Toll free: 1-800-877-6667 Fax: 315-361-3475 Ontrack Computer Systems 6321 Burry Drive Eden Prairie, MN 55343 612-937-2121 Consumer Affairs * Ore-Ida Foods, Inc. P.O. Box 10 Boise, ID 83707 Toll free: 1-800-892-2401 Web site: www.oreida.com Ginna Coffey Manager, Customer Service * Orkin 2170 Piedmont Road, N.E. Atlanta, GA 30324 404-329-7400 Toll free: 1-800-346-7546 Fax: 404-633-2315 Consumer Affairs Specialist Ortho, Roundup and Greensweep P.O. Box 5006 San Ramon, CA 94583-0906 Toll free: 1-800-225-2883 Fax: 510-355-3535 Web site: www.ortho.com or www.roundup.com Henry Hegel Director, Corporate Service Outboard Marine Corp. 100 Sea Horse Drive Waukegan, IL 60085 847-689-6200 Fax: 847-689-5489 Web site: www.omc-online.com Owens Corning World Headquarters One Owens Corning Parkway Toledo, OH 43659-0001 419-248-8000 Web site: www.owenscorning.com P Customer Appeals Group * Pacific Bell 140 New Montgomery Street San Francisco, CA 94015 Toll free in CA: 1-800-791-6661 Toll free: 1-800-697-6500 (nationwide) Corporate Communications Pacific Enterprises 555 West 5th Street Los Angeles, CA 90013 213-244-3030 Toll free: 1-800-GAS-2000 Fax: 213-244-8253 E-mail: gminter@pacent.com Web site: www.pacent.com Robert Karem Senior Vice President, Client Relations PaineWebber Inc. 1000 Harbor Blvd., 8th Floor Weehawken, NJ 07087 201-902-4936 Toll free: 1-800-354-9103 Fax: 201-902-5795 Noreen MacConchie Manager, Customer Relations Pathmark Stores, Inc. 301 Blair Road Woodbridge, NJ 07095 908-499-3500 Fax: 908-499-3072 Customer Service Pella Corp. 102 Main Street Pella, IA 50219 515-628-1000 Toll free: 1-800-84-PELLA Fax: 515-628-6070 Bill Hover Manager, Customer Service Pennzoil Products Co. P.O. Box 2967 Houston, TX 77252-2967 713-546-4000 Toll free: 1-800-990-9811 Fax: 713-546-6639 Manager, Consumer Affairs Pepperidge Farm, Inc. 595 Westport Avenue Norwalk, CT 06851 203-846-7276 Fax: 203-846-7278 Christine Jones Manager, Public Affairs * Pepsi-Cola Co. 1 Pepsi Way Somers, NY 10589-2201 Toll free: 1-800-433-2652 Fax: 914-767-6177 Web site: www.pepsico.com Lisa Nowak Manager of Consumer Relations * Perdue Farms P.O. Box 1537 Salisbury, MD 21802 410-543-3000 Toll free: 1-800-473-7383 Web site: www.perdue.com David Muscato Marketing Division * The Perrier Group 777 West Putnam Avenue Greenwich, CT 06830 203-531-4100 Fax: 203-863-0256 * Pfizer First Connect 235 East 42nd Street New York, NY 10017 Toll free: 1-888-879-FIRST (Pfizer Information Network) Fax: 212-573-7851 Consumer Health Care Division (over the counter); Patient Information (prescriptions) * Pharmacia and UpJohn Corp. 7000 Portage Road Kalamazoo, MI 49001 Toll free: 1-800-253-8600 Web site: www.pnu.com Danielle Gordon Supervisor, Consumer Affairs * Philip Morris USA 120 Park Avenue New York, NY 10017 212-880-5000 Toll free: 1-800-343-0975 Toni Honkisz Corporate Quality Administrator * Philips Lighting Co. 200 Franklin Square Drive P.O. Box 6800 Somerset, NJ 08875-6800 732-563-3081 Public Relations Phillips Petroleum Co. 16 Phillips Building Bartlesville, OK 74004 918-661-1215 Fax: 918-662-2075 Phillips-Van Heusen Corp. 1001 Frontier Road, Suite 100 Bridgewater, NJ 08807 908-685-0050 Fax: 908-704-8045 Manager, Consumer Affairs * Pillsbury Company MS 2866 200 South 6th Street Minneapolis, MN 55402 612-330-4966 Toll free: 1-800-325-7130 Fax: 612-330-4875 Web site: www.pillsbury.com Kathy Yulich Manager, Customer Service Pioneer Electronics Service, Inc. P.O. Box 1760 Long Beach, CA 90810 310-952-2561 Toll free: 1-800-421-1404 Fax: 301-952-2821 Web site: www.pioneerelectronics.com Manager, Consumer Affairs Pirelli Tire Corporation 500 Sargent Drive New Haven, CT 06511 203-784-2200 Fax: 203-784-2408 Bonnie Bolduc Supervisor, Consumer Affairs * Playskool (Division of Hasbro) Consumer Affairs Department P.O. Box 200 Pawtucket, RI 02862-0200 401-431-8697 Toll free: 1-800-752-9755 Fax: 401-431-8082 Web site: www.hasbro.com Patti Rossi Manager, Consumer Affairs * Playtex Apparel, Inc. P.O. Box 631 MS 1526 Dover, DE 19903-0631 302-674-6000 Toll free: 1-800-537-9955 Fax: 302-674-6022 Deborah A. Kitchell Consumer Affairs Manager * Playtex Products, Inc. 215 College Road P.O. Box 728\ Paramus, NJ 07652 201-265-8000, ext. 3376 Toll free: 1-800-624-0825 Fax: 201-265-0630 Plextor 4255 Burton Drive Santa Clara, CA 95054 Toll free: 1-800-866-3935 Fax: 408-986-1010 E-mail: support@plextor.com Web site: www.plextor.com Customer Care Center * Polaroid Corp. 201 Burlington Road Bedford, MA 01730 781-386-2000 (collect calls accepted within MA) Toll free outside MA: 1-800-343-5000 Fax: 781-386-5605 Web site: www.polaroid.com Daisy Modernal Consumer Relations Manager Polo/Ralph Lauren Corp. 4100 Beachwood Drive Greensboro, NC 27410 Toll free: 1-800-775-7656 Fax: 910-632-9097 Manager, Customer Services Princess Marcella 767 Fifth Avenue, 49th Floor New York, NY 10153 212-572-3100 Procom Technology 2181 DuPont Drive Irvine, CA 92612 714-852-1000 Toll free: 1-800-800-8600 Fax: 714-852-1221 Associate Director, Consumer Relations * Procter & Gamble Co. P.O. Box 599 Cincinnati, OH 45201-0599 513-945-8787 (Toll free numbers appear on all Procter & Gamble product labels) Web site: www.pg.com Proteon 9 Technology Drive Westborough, MA 01581 508-898-3100 Diane Koken General Counsel Provident Mutual Life Insurance 1050 Westlakes Drive Berwyn, PA 19312 610-407-1717 Toll free: 1-800-523-4681 Fax: 610-407-1379 Carol Wessolock Executive Offices * Prudential Insurance Co. of America Prudential Plaza, 24th Floor 751 Broad Street Newark, NJ 07102 201-802-6000 Toll free: 1-800-837-3645 Fax: 201-622-4729 Customer Service Prudential Property & Casualty Co. 23 Main Street P.O. Box 500 Holmdel, NJ 07733 908-946-6000 Toll free: 1-800-437-5556 Fax: 908-946-6245 Patricia Lucey Vice President, Client Relations Prudential Securities Inc. One New York Plaza New York, NY 10292 Toll free: 1-800-367-8701 Fax: 212-778-2899 Patricia McDonough Director, Customer Operations * Publishers Clearing House 382 Channel Drive Port Washington, NY 11050 516-883-5432 Toll free: 1-800-645-9242 Fax: 1-800-453-0272 TDD toll free: 1-800-248-8670 PureData, (Division of Banksoft Canada Ltd.) 9225 Leslie Street Richmond Hill Ontario, Canada L4B 3H6 Toll free: 1-800-661-8210 Q Consumer Response * Quaker Oats Co. P.O. Box 049003 Chicago, IL 60604-9003 Check product package for toll-free number or call: 312-222-7111 Web site: www.quakeroats.com Stephen Blum Senior Vice President, Corporate Relations Quaker State Corp. 225 E. John Carpenter Freeway 16th Floor Irving, TX 75062 972-868-0400 Toll free: 1-800-759-2525 Fax: 972-868-0493 E-mail: Blum@quakerstate.com Web site: www.quakerstate.com Quantum Corp. 525 SycamoreStreet Milpitas, CA 95035 Toll free: 1-800-826-8022 Quark, Inc. 1800 Grant Street Denver, CO 80203 303-894-8899 (technical support) Toll free: 1-800-676-4575 Fax: 303-894-3398 Customer Service Department * QVC Inc. Goshen Corporate Park 1365 Enterprise Drive West Chester, PA 19380 610-701-1000 Toll free: 1-800-367-9444 (customer service) Fax: 610-701-1138 Web site: www.qvc.com R Radius 215 Moffett Park Drive Sunnyvale, CA 94089 408-541-5700 Consumer Affairs * Ralston Purina Co. Pet Products Group Checkerboard Square St. Louis, MO 63164 Toll free: 1-800-778-7462 Fax: 314-982-4580 Web site: www.purina.com Patricia Rosafort Supervisor, Customer Services * Readers Digest Association, Inc. Pleasantville, NY 10570-7000 Toll free: 1-800-431-1246 Fax: 914-238-4559 TDD toll free: 1-800-735-4327 Donna Carr Consumer Relations Manager * ** Reckitt & Colman, Inc. PO Box 945 Wayne, NJ 07474-0945 Toll free: 1-800-228-4722 Customer Service The Regina Corporation, Division of Ventura P.O. Box 638 Long Beach, MS 39560 601-863-7112 Toll free: 1-800-847-8336 Fax: 800-235-8750 Cass Carroll Director of Consumer Relations * Reliance Insurance Co. Three Parkway Philadelphia, PA 19102-1376 215-864-4445 Toll free: 1-800-441-1652 Fax: 215-864-4640 E-mail: cass.carroll@relianceinsurance.com Customer Information Center Remington Arms, (Division of DuPont Co.) 870 Remington Drive P.O. Box 700 Madison, NC 27025-0700 Toll free: 1-800-243-9700 Fax: 910-548-7801 (Parts Department) Customer Relations Department Remington Products Co. 60 Main Street Bridgeport, CT 06004 203-367-4400 Toll free: 1-800-736-4648 Web site: www.remington-products.com Carol Owen Director, Consumer Services * Reynolds Metals Co. 6603 West Broad Street Richmond, VA 23230 Toll free: 1-800-433-2244 Fax: 804-281-2041 Web site: www.rmc.com/wrap Consumer Affairs Department Rhone-Poulenc Rorer Pharmaceuticals, Inc. 500 Arcola Road Collegeville, PA 19426 610-454-8000 Web site: www.rpr.rpna.com Jeanne Dorney Customer Satisfaction Call Center Manager Rodale Press Inc. 33 East Minor Street Emmaus, PA 18098 Toll free: 1-800-848-4735 Fax: 610-967-8964 Gregory Kras Service Manager Rolex Watch U.S.A. Inc. 665 Fifth Avenue 5th Floor New York, NY 10022 212-758-7700 Fax: 212-980-2166 Joanne Taddeo Manager, Customer Relations Ross Laboratories 625 Cleveland Avenue Columbus, OH 43215 614-624-7900 Toll free: 1-800-227-5767 Fax: 614-624-7919 Larry Rothman Director, Franchise Administration Roto-Rooter Corp. 300 Ashworth Road West Des Moines, IA 50265 515-223-1343 Toll free: 1-800-575-7737 Fax: 515-223-4420 E-mail: rrcwdm@aol.com Brenda McGraw Marketing Secretary Royal Oak Enterprises, Inc. 900 Ashwood Parkway Suite 800 Atlanta, GA 30338 770-393-1430 Toll free: 1-800-241-3955 Fax: 770-393-0313 Brenda Ocasio Office Manager Royal Silk 800 31st Street Union City, NJ 07087 Toll free: 1-800-962-6262 Ruth Chambers Supervisor, Consumer Services * Rubbermaid, Inc. 1147 Akron Road Wooster, OH 44691-0800 330-264-6464, ext. 2619 Carol Yanone Group Manager, Customer Service Ryder Truck Rental P.O. Box 020816 Miami, FL 33102-0816 Toll free: 1-800-327-7777 Fax: 305-593-4463 S Diane M. Schuebel Director, Consumer Resource Center * S.C. Johnson and Son, Inc. 1525 Howe Street Racine, WI 53403 414-260-2000 Toll free: 1-800-558-5252 Fax: 414-260-4805 Web site: www.scjohnsonwax.com Debra Lambert Public Affairs Director * Safeway Inc. 5918 Stoneridge Mall Road Pleasanton, CA 94588-3229 510-467-3000 Web site: www.safeway.com Samsonite Corporation Toll free: 1-800-262-8282 (Samsonite, Lark, American Tourister) Samsung Electronics America 1 Samsung Place Ledgewood, NJ 07852 973-347-8004 Toll free: 1-800-446-0262 Customer Information Center Sanyo Fisher Co. 1411 West 190th St., #700 Gardena, CA 90248 310-769-5832 Toll free: 1-800-421-5013 Fax: 310-243-6566 E-mail: custreld@sanyoservice.com Web site: www.sanyoservice.com Mark Spearman Senior Manager, Public Relations * Sara Lee Corp. Three First National Plaza 70 West Madison Street Chicago, IL 60602-4260 312-726-2600 Toll free: 1-800-621-5235 Fax: 312-726-3712 Corporate Communications SBC Communications, Inc. 175 East Houston San Antonio, TX 78205 210-351-2604 210-821-4105 Fax: 210-351-2724 Web site: www.sbc.com Watson Brooks Associate Director, Consumer Relations * Schering-Plough HealthCare Products, Inc. 3030 Jackson Avenue Memphis, TN 38151-0001 901-320-2998 Toll free: 1-800-842-4090 Fax: 901-320-2954 Rose Zosuls Consumer Affairs Scotts Miracle-Gro Products, Inc. 800 Port Washington Blvd. Port Washington, NY 11050 516-883-6550 Toll free: 1-800-645-8166 Fax: 516-883-6563 Web site: www.miracle-gro.com Scudder Investment Information Scudder Kemper Investments, Inc. 345 Park Avenue New York, NY 10154 617-295-1200 Toll free: 1-800-225-2470 Seagate Technology, Inc. 920 Disc Drive Scotts Valley, CA 95066 408-438-1211 405-936-1200 (customer service) Toll free: 1-800-732-4283 (technical support) Fax: 408-429-6356 Web site: www.seagate.com Customer Service Sealy Mattress Manufacturing Co. 1228 Euclid Avenue, 10th Floor Cleveland, OH 44115 216-522-1310 Fax: 216-522-1366 Donald Leibowitz Vice President Seamans Furniture Co., Inc. 300 Crossways Park Dr. Woodbury, NY 11797 516-496-9560 Toll free: 1-800-445-2503 Rebecca Rankin National Customer Relations Manager * Sears Merchandise Group 3333 Beverly Road 731-CR Hoffman Estates, IL 60179 847-286-5188 Fax: 800-427-3049 Web site: www.sears.com Seiko Instruments USA 1130 Ringwood Court San Jose, CA 95131 408-922-1917 Fax: 408-922-1959 SEIKO Corporation of America 1111 MacArthur Blvd. Mahwah, NJ 07430 201-529-5730 201-529-3316 (COSERV - service & repair) Fax: 201-529-1548 E-mail: custserv@scamahwah.com Web site: www.seiko-corp.co.jp Customer Service Serta, Inc. 325 Spring Lake Drive Itasca, IL 60143 630-285-9300 Toll free: 1-800-426-0371 Fax: 630-285-9330 Web site: www.serta.com Dorothy Scott National Manager, Customer Service * Sharp Electronics Corp. 1300 Naperville Drive Romeoville, IL 60446 Toll free: 1-800-237-4277 Web site: www.sharp-usa.com Customer Relations The Sharper Image 650 Davis Street San Francisco, CA 94111 Toll free: 1-800-344-5555 Fax: 415-391-1584 Web site: www.sharperimage.com Consumer Relations Shell Oil Co. P.O. Box 2463, Dept. 210 Houston, TX 77252-2463 Toll free: 1-800-248-4257 Fax: 713-241-0581 Web site: www.shellus.com Product Information Department Sherwin-Williams Co. Paint Stores Group 101 Prospect Avenue, N.W. Cleveland, OH 44115-1075 216-566-2151 Toll free: 1-800-4SHERWIN (474-3794) Fax: 216-566-1660 Shoppers Department Shoney's Inc. 1717 Elm Hill Pike, Suite B3A Nashville, TN 37210 615-391-5201 Toll free: 1-800-522-9200 Fax: 615-231-1604 Sue Oram Executive Assistant to the Chairman/President ShowBiz Pizza Time, Inc. (Division of CEC Restaurants) 4441 West Airport Freeway Irving, TX 75062 972-258-8507 Fax: 972-258-8545 Nancy Glauberman Senior Vice President, Corporate Communications Showtime Networks Inc. 1633 Broadway, 17th Floor New York, NY 10019 212-708-1555 Fax: 212-708-1212 Customer Service Center * Simmons Co. P.O. Box 2768 Norcross, GA 30091-2768 770-798-9660 Fax: 770-613-5539 Rick Bates Vice President, Customer Operations Simon and Schuster 200 Old Tappan Road Old Tappan, NJ 07675 201-767-5000 Fax: 201-767-4017 E-mail: rickbates@prenhall.com Simple Technology 3001 Daimler Street Santa Ana, CA 92705 714-859-3900 Toll free: 1-800-847-4675 Becky Marshall Manager, Consumer Affairs The Singer Corporation Consumer Affairs Department 4500 Singer Road Murfreesboro, TN 37129 Toll free: 1-800-877-7762 Web site: www.singersewing.com Consumer Services Department Slim-Fast Foods Co. West Tower, Suite 1400 777 South Flagler Drive West Palm Beach, FL 33401 561-833-9920 Fax: 561-223-1248 SMC 350 Kennedy Drive Hauppauge, NY 11788 Toll free: 1-800-992-4762 (customer support) Law and Compliance Department Smith Barney 388 Greenwich Street, 20th Floor New York, NY 10013 212-816-6000 Fax: 212-723-2184 Snapper Power Equipment 535 Macon Road McDonough, GA 30253 770-957-9141 Fax: 770-957-7981 Web site: www.snapperinc.com Consumer Response Center * Snapple Beverages 333 West Merrick Road Valley Stream, NY 11580 Toll free: 1-800-Snapple (762-7753) Steffanie Sonnabend President Sonesta International Hotels Corp. 200 Clarendon Street Boston, MA 02116 617-421-5451 Toll free: 1-800-SONESTA (reservations) Fax: 617-927-7649 Web site: www.sonesta.com Customer Service * Sony Corp. of America 1 Sony Drive Park Ridge, NJ 07656 Toll free: 1-800-282-2848 E-mail: contact@sel.sony.com Web site: www.sel.sony.com Janey Camacho Manager, Customer Relations * The Southland Corp. P.O. Box 711 Dallas, TX 75221-0711 214-841-6585 Toll free: 1-800-255-0711 Fax: 214-828-7090 E-mail: jcamach@7-11.com Web site: www.7-Eleven.com Jim Ruppel Director, Customer Relations Southwest Airlines Love Field P.O. Box 36647 Dallas, TX 75235-1647 214-792-4223 Fax: 214-792-5099 TDD toll free: 1-800-533-1305 (reservations) Web site: www.southwest.com Manager, Consumer Relations Spalding Sports Worldwide/Top Flite Professional Golf 425 Meadow Street P.O. Box 901 Chicopee, MA 01021-0901 413-536-1200 Toll free: 1-800-225-6601 Fax: 413-535-2673 Web site: www.topflite.com or www.sports@spalding.com John Jelinek Director of Customer Satisfaction Speigel, Inc. 3500 Lacey Road Downers Grove, IL 60515 630-986-8800 Toll free: 1-800-345-4500 (catalog orders) Fax: 630-769-2062 Customer Service Department Spencer Gifts 6826 Black Horse Pike Egg Harbor Township, NJ 08234 609-645-3300 Toll free: 1-800-762-0419 Springs Industries Inc. Springmaid/Performance 787 7th Avenue New York, NY 10019 212-903-2100 Toll free: 1-800-537-0115 Fax: 212-903-2115 James Thomas Executive Consumer Service * Sprint 1603 LBJ Freeway, Suite 300 Dallas, TX 75324 972-405-6100 Toll free: 1-800-347-8988 Fax: 972-405-6114 Jack Gauthier Marketing Manager * Stanley Hardware (Division of The Stanley Works) 480 Myrtle Street New Britain, CT 06050 203-225-5111 Toll free: 1-800-622-4393 Customer Service State Farm Mutual Automobile Insurance Co. One State Farm Plaza Bloomington, IL 61710 309-766-7870 Web site: www.statefarm.com Consumer Relations Stokley USA, Inc. 1230 Corporate Center Drive P.O. Box 248 Oconomowoc, WI 53066-0248 414-569-1800 Toll free: 1-800-872-1110 Fax: 414-569-3760 Terry Vandewater Director, Public Affairs Stop & Shop Supermarket Co., Inc. P.O. Box 1942 Boston, MA 02105 617-770-6040 Toll free: 1-800-767-7772 Fax: 617-770-6033 Web site: www.virtual-valley.com/stopandshop Storage Dimensions 1656 MacArthur Blvd. Milpitas, CA 95035 408-954-0710 Fax: 408-944-1200 Donna Samelson Manager, Consumer Affairs * Diamond of California P.O. Box 1727 Stockton, CA 95201 209-467-6260 Fax: 209-467-6205 E-mail: dsamellso@diamondofcalifornia.com Web site: www.diamondofcalifornia.com Consumer Affairs Sunbeam/Oster Household Products P.O. Box 948389 Orlando, FL 32794-8389 Toll free: 1-800-597-5978 Fax: 800-478-6737 Web site: www.sunbeam.com Subscriber Service Sunset Magazine P.O. Box 56656 Boulder, CO 80322 Toll free: 1-800-777-0117 Fax: 303-661-1994 Doug Williams Customer Service Swatch Watch USA 1817 William Penn Way Lancaster, PA 17604 717-394-7161 Fax: 717-399-2211 Customer Service The Swiss Colony 1112 Seventh Avenue Monroe, WI 53566 608-324-4000 Fax: 608-242-1001 E-mail: 102506.2422@compuserve.com Web site: www.swisscolony.com Symantec Corporation 10201 Torre Avenue Cupertino, CA 95014 408-253-9600 Toll free: 1-800-441-7234 Fax: 541-984-8020 (customer service; 175 W. Broadway, Eugene, OR 97401) Web site: www.symantec.com T 3COM Corporation 5353 Betsy Ross Drive Santa Clara, CA 95052 408-764-5000 Toll free: 1-800-876-3266 Fax: 408-764-5001 Web site: www.3com.com * 3M 3M Center Building 225-3S-05 St. Paul, MN 55144-1000 612-737-6501 Toll free: 1-800-364-3577 (3M HELP) Toll free: 1-800-713-6329 (Fax) Fax: 612-737-7117 Web site: www.3m.com Customer Service Talbots 175 Beal Street Hingham, MA 02043 781-749-7600 Toll free: 1-800-992-9010 Toll free: 1-800-TALBOTS Toll free: 1-800-533-3201 Fax: 781-741-4136 TDD toll free: 1-800-624-9179 Consumer Relations Department TAMBRANDS, Inc. P.O. Box 271 Palmer, MA 01069 Toll free: 1-800-523-0014 (Procter & Gamble consumer relations service) Fax: 1-800-289-3510 Web site: www.tampax.com Lucille Frey Director, Customer Relations Tandy Corp./Radio Shack 600 One Tandy Center Fort Worth, TX 76102 817-390-3240 Toll free: 1-800-843-7422 Fax: 817-390-3292 E-mail: rs.customer.relations@tandy.com Web site: www.tandy.com Guest Relations and Quality Assurance * Target Stores 33 South 6th Street P.O. Box 1392 Minneapolis, MN 55440-1392 612-304-6000 Fax: 612-304-4996 TDD/TTY toll free: 1-800-347-5842 Web site: www.target.com Teac America 7733 Telegraph Road Montebello, CA 90640 213-726-0303 Consumer Affairs * Teledyne Water Pik 1730 East Prospect Road Fort Collins, CO 80553-0001 970-484-1352 Toll free: 1-800-525-2774 Fax: 970-221-8298 Web site: www.waterpik.com Cathy Laffin Director, Customer Service Teleflora 11444 West Olympic, 4th Floor Los Angeles, CA 90064 310-231-9199 Toll free: 1-800-421-2815 Fax: 1-800-232-3811 Corporate Communications * Tenneco, Inc. 1275 King Street Greenwich, CT 06831 203-863-1000 Fax: 203-862-1914 Web site: www.tenneco.com Consumer Affairs Department * Tetley USA 100 Commerce Drive P.O. Box 856 Shelton, CT 06484-0856 203-929-9341 Toll free: 1-800-732-3027 Toll free: 1-800-732-0084 Fax: 203-926-0876 David Hogan Vice President, Customer Sales and Services The Associates, Texaco Portfolio 330 Barker Cypress Road Houston, TX 77094 281-754-1728 Toll free: 1-800-938-2267 (credit card department) Fax: 281-754-1702 Customer Service * Texas Instruments, Inc. P.O. Box 6118 Temple, TX 76503-6118 972-917-8324 (technical support) Toll free: 1-800-842-2737 Fax: 972-917-0747 Web site: www.ti.com Consumer Service Thompson's Co. (Division of Sherwin-Williams) 10136 Magnolia Drive P.O. Box 647 Olive Branch, MS 38654 601-890-3000 Fax: 601-890-3013 Toll free: 1-800-647-9365 (customer service) Toll free: 1-800-647-9352 Web site: www.thompson.waterseal.com Consumer Services Department Thompson Medical Co., Inc. 222 Lakeview Avenue West Palm Beach, FL 33401-6112 561-820-9900 Fax: 561-832-2297 Michelle Sell Public Affairs Thorn Americas, Inc. 8200 East Thorn Drive Wichita, KS 67226 316-636-7306 316-636-1218 Customer Service Time Inc. 3000 University Center Drive Tampa, FL 33612 813-979-6105 Toll free: 1-800-541-1000 Fax: 813-979-6615 Web site: www.pathfinder.com Time Warner Inc. 75 Rockefeller Plaza New York, NY 10019 212-484-8000 Web site: www.timewarner.com Customer Service * Timex Corp. P.O. Box 2740 Little Rock, AR 72203-2740 501-370-5781 Toll free: 1-800-448-4639 Fax: 501-370-5747 Web site: www.timex.com Mike Fortune National Consumer Relations Titleist Golf Division P.O. Box 965 Fairhaven, MA 02719 Toll free: 1-800-225-8500 Fax: 1-800-641-4301 (consumer team) Customer Service TJX Companies (T.J. Maxx) 770 Cochituate Road Framingham, MA 01701 508-390-1000 Toll free: 1-800-926-6299 Consumer Affairs * Tonka Products (Division of Hasbro, Inc.) P.O. Box 200 Pawtucket, RI 02861-0200 Toll free: 1-800-248-6652 Fax: 401-727-5901 Don St. Dennis Director, Public Relations The Toro Co. 8111 Lyndale Avenue South Bloomington, MN 55420 612-888-8801 Toll free: 1-800-348-2424 x4001 E-mail: consumer.service@toro.com Web site: www.toro.com Customer Service Toshiba America Consumer Products, Inc. 82 Totowa Road Wayne, NJ 07470 201-628-1000 Toll free: 1-800-631-3811 E-mail: tacpsvc@aol.com Helen Baur Consumer Affairs Manager Totes/Isotoner 10078 East Kemper Road Loveland, OH 45140 513-583-2300 Toll free: 1-800-762-8712, ext. 301 Fax: 513-683-2902 Web site: www.totes.com Tourneau, Inc. 3 East 54th Street, 3rd Floor New York, NY 10022 212-758-3265 Toll free outside NY: 1-800-223-1288 Becky Caruso Vice President, Corporate Communications Toys "R" Us 461 Farm Road Paramus, NJ 07652 201-599-8090 Fax: 201-262-8992 Bob Thomas Senior Vice President Trak Auto 3300 75th Avenue Landover, MD 20785 301-226-1200 Toll free: 1-800-835-7300 Fax: 301-731-1470 Web site: www.trakauto.com Trane/CAC, Inc. 6200 Troup Highway Tyler, TX 57511 903-581-3200 (residential) 608-787-2000 (commercial) Web site: www.trane.com Trans Union Corp. Regional Consumer Relations Center 760 West Sproul Road Springfield, PA 19064 610-690-4909 Toll free: 1-800-916-8800 Fax: 610-690-3204 Consumer Relations P.O. Box 390 Springfield, PA 19064-0390 610-690-4909 Fax: 610-690-3295 Regional Consumer Relations Centers 1561 East Orangethorpe Fullerton, CA 92631 Susan Ahl Staff Vice President-Customer Relations * Trans World Airlines, Inc. 1415 Olive Street Suite 100 St. Louis, MO 63103 314-589-3600 Fax: 314-589-3626 TDD toll free: 1-800-421-8480 (reservations) Carol Mitnick Manager, Consumer Affairs * The Travelers Companies One Tower Square 4GS Hartford, CT 06183-9079 860-277-0111 (switchboard) 860-277-4098 (executive line) 860-954-2382 (if executive line is busy) Fax: 203-954-3956 Web site: www.travelers.com/complain/index.htm Tripp Lite 500 North Orleans Chicago, IL 60610 312-329-1601 312-755-5401 (customer support) Consumer Relations True Value Hardware Stores 8600 West Bryn Mawr Chicago, IL 60631-3505 773-695-5000 Consumer Relations TruServ Corporation 8600 West Bryn Mawr Chicago, IL 60631-3505 773-695-5000 Fax: 773-695-5184 Web site: www.truserv.com Barbara Catalano Consumer Affairs Coordinator Tsumara International, Inc. 300 Lighting Way Secaucus, NJ 07096 201-223-8169 Fax: 201-223-8282 Consumer Services Tupperware P.O. Box 2353 Orlando, FL 32802-2353 Toll free: 1-800-858-7221 (Referral Center) Fax: 407-847-1897 Patricia Arvidson Senior Consumer Correspondence Coordinator Turtle Wax, Inc. 5655 West 73rd Street Chicago, IL 60638-6211 708-563-3600 Toll free: 1-800-323-9883 Fax: 708-563-4302 Customer Service TV Guide Four Radnor Corporate Center Radnor, PA 19088 610-293-8500 Toll free: 1-800-866-1400 Fax: 610-687-6965 Willie Barber Manager, Consumer Relations * Tyson Foods P.O. Box 2020 Springdale, AR 72765-2020 501-290-4714 Toll free: 1-800-233-6332 Fax: 501-290-7930 E-mail: barberw@tyson.com Web site: www.tyson.com U Laura Martini Senior Supervisor, Customer Service * U-Haul International P.O. Box 21502 Phoenix, AZ 85036-1502 602-263-6771 Toll free: 1-800-528-0463 Fax: 602-263-6984 Umax Technologies 3561 Gateway Blvd. Freemont, CA 94538 Toll free: 1-800-468-8629 (customer support) Toll free: 1-800-286-6186 (fax back) Jim Wilkins Manager, Consumer Relations * Uniroyal Tires P.O. Box 19001 Greenville, SC 29602-9001 864-458-5000 Toll free: 1-800-521-9796 Fax: 864-458-6650 Web site: www.michelin.com UNISYS Corp. P.O. Box 500 Blue Bell, PA 19424-0001 215-986-4011 Toll free: 1-800-328-0440 Toll free: 1-800-874-8647 Fax: 215-986-5669 Web site: www.unisys.com Customer Relations * United Airlines P.O. Box 66100 Chicago, IL 60666 847-700-4000 Fax: 847-700-2214 Web site: www.ual.com Customer Relations United Parcel Service of America, Inc. 55 Glenlake Parkway Atlanta, GA 30328 770-828-4300 Fax: 404-828-6204 Web site: www.ups.com United States Fidelity & Guarantee Co. (USF&G) 5801 Centennial Way Baltimore, MD 21209 410-547-3000 Web site: www.usfg.com Customer Service * United Van Lines, Inc. One United Drive Fenton, MO 63026 314-326-3100 Toll free: 1-800-948-4885 Fax: 314-326-3111 Web site: www.unitedvanlines.com Deborah Thompson Director, Consumer Affairs * US Airways Office of Consumer Affairs P.O. Box 1502 Winston-Salem, NC 27102-1501 910-661-0061 Fax: 910-661-8031 TTY toll free: 1-800-245-2966 Web site: www.usairways.com Customer Response Center US WEST Communications, Inc. P.O. Box 428, Room 117 Cheyenne, WY 82003 Toll free: 1-800-255-6920 Toll free: 1-800-244-1111 (residential) Toll free: 1-800-603-6000 (commercial) Toll free: 1-800-573-1311 (residential repair) Toll free: 1-800-954-1211 TDD toll free: 1-800-955-5833 Web site: www.uswest.com/com Alan Kaiser Director, Corporate Communications UST 100 West Putnam Avenue Greenwich, CT 06830 203-661-1100 Fax: 203-863-7235 V Michael L. Cornett Director, Customer Service * The Valvoline Company P.O. Box 14000 Lexington, KY 40512 606-357-7847 Toll free: 1-800-354-9061 Fax: 606-357-7918 or 1-800-682-6994 Web site: www.valvoline.com Hilary Condit Vice President, Corporate Relations Viacom, Inc. 1515 Broadway, 52nd Floor New York, NY 10036 212-258-6346 Web site: www.viacom.com ** Visa USA, Inc. P.O. Box 8999 San Francisco, CA 94128-8999 650-432-3200 Fax: 650-432-4153, 3074 (cardholders should always call issuing bank first) TDD/TTY: 650-432-3200 Web site: www.visa.com Consumer Affairs * Vons Companies, Inc. P.O. Box 51338 Los Angeles, CA 90051 626-821-7000 (corporate) 626-821-2525 (consumer affairs) Fax: 626-821-3654 Web site: www.supermarkets.com W Wacom Technology Corp. 1311 Southeast Cardinal Court Vancouver, WA 98683 360-896-9724 Toll free: 1-800-922-6635 E-mail: support@wacom.com Customer Service Representative Wagner Spray Tech Corp. 1770 Fernbrook Lane Plymouth, MN 55447 612-553-7000 Toll free: 1-800-328-8251 Fax: 612-509-7555 Customer Relations * Wal-Mart Stores, Inc. 702 S.W. Eighth Street Bentonville, AR 72716-0117 501-273-4000 Toll free: 1-800-WAL-MART Fax: 502-273-4894 E-mail: letters@wal-mart.com Web site: www.wal-mart.com Customer Relations * Walgreen Co. 200 Wilmot Road Deerfield, IL 60015 847-914-2500 Customer Service Department Walter Drake, Inc. Drake Building Colorado Springs, CO 80940-0001 719-596-3140 Toll free: 1-800-525-9291 Fax: 719-637-4984 Rebecca Pierce Consumer Affairs Manager Wamsutta Pacific/Springmaid 1285 Avenue of the Americas 34th Floor New York, NY 10019 212-903-2000 Toll free: 1-800-537-0115 Fax: 803-286-2513 Wang Laboratories, Inc. 600 Technology Park Drive Billerca, MA 01821-4130 508-967-5000 Toll free: 1-800-639-9264 Fax: 508-967-0829 Chip Horner Director, Consumer Affairs Division * Warner-Lambert Co. 182 Tabor Road Morris Plains, NJ 07950 973-540-2000 Toll free: 1-800-223-0182 TDD toll free: 1-800-343-7805 Web site: www.warner-lambert.com Customer Service Weider Health and Fitness 21100 Erwin Street Woodland Hills, CA 91367 818-884-6800 Fax: 818-704-5734 Consumer Affairs Weight Watchers Gourmet Food Co. P.O. Box 10 Boise, ID 83707 Toll free: 1-800-762-0228 Cara C. Bishop Manager, Consumer Affairs * Weight Watchers International, Inc. Department A 175 Crossways Park West Woodbury, NY 11797-2055 516-390-1478 516-390-1657 Toll free: 1-800-651-6000 (meeting information only) Fax: 516-390-1632 Web site: www.weight-watchers.com Karen Wegmann Executive Vice President Wells Fargo Bank 420 Montgomery Street, 12th Floor San Francisco, CA 94104 415-396-3832 Toll free: 1-800-511-2265 TDD: 916-322-1700 Consumer Relations Wendy's International, Inc. P.O. Box 256 Dublin, OH 43017-0256 614-764-6800 Toll free: 1-800-443-7266 Fax: 614-764-6707 Web site: www.wendys.com Joanne Turchany Manager of Consumer Information The West Bend Company 400 Washington Street West Bend, WI 53095 414-334-2311 Fax: 414-334-6800 Web site: www.westbend.com Western Digital 8105 Irvine Center Drive Irvine, CA 92618 Toll free: 1-800-832-4778 (customer support) Toll free: 1-800-275-4932 (customer support) Karen Walters Director, Customer Relations Western Union Financial Services, Inc. 13022 Hollenberg Drive Bridgeton, MO 63044 314-291-8000 Toll free: 1-800-634-1311 Fax: 314-291-5271 E-mail: karen.walters@firstdatacorp.com Web site: www.firstdatacorp.com Jackie Smith Consumer Affairs Coordinator WestPoint Stores P.O. Box 609 West Point, GA 31833-0609 Toll free: 1-800-533-8229 Fax: 706-645-7783 Web site: www.martex.com Wet Seal Inc., dba Contempo Casuals 64 Fairbanks Irvine, CA 92718 714-699-3900 Fax: 714-583-0715 Customer Assistance Center * Whirlpool Corp. 2303 Pipestone Road Benton Harbor, MI 49022-2427 616-923-7700 Toll free: 1-800-253-1301 Fax: 616-923-7829 Web site: www.whirlpool.com Carol R. Manley Associate Director of Product Quality * Whitehall-Robins Health Care P.O. Box 26609 Richmond, VA 23261-6609 Toll free: 1-800-322-3129 Web site: healthfront.com Customer Service Williams-Sonoma 1000 Covington Cross Drive Las Vegas, NV 89134 702-360-7000 Toll free: 1-800-541-1262 Fax: 702-360-7091 C.H. McKellar Executive Vice President Winn Dixie Stores, Inc. Box B Jacksonville, FL 32203904-783-5000 Fax: 904-783-5294 Steven Evenson Service Operations Manager Winnebago Industries P.O. Box 152 Forest City, IA 50436-0152 515-582-6939 Toll free: 1-800-537-1885 Fax: 515-582-6704 Web site: www.winnebagoind.com Barbara Zibell Consumer Affairs Administrator * Wm. Wrigley Jr. Co. 410 North Michigan Avenue Chicago, IL 60611 312-644-2121 Fax: 312-644-0015 Web site: www.wrigley.com Consumer Relations Wrangler P.O. Box 21488 Greensboro, NC 27420 336-332-3564 Fax: 336-332-3223 Wyse Technology 3471 North First Street San Jose, CA 95134 408-473-1200 408-435-2770 (service and parts) Fax: 408-473-1222 X Customer Relations * Xerox Corp. 100 Clinton Avenue South Rochester, NY 14644 716-423-5090 Fax: 716-423-5490 TDD/TTY toll free: 1-800-421-1220 Web site: www.xerox.com Xircom USA 2300 Corporate Center Drive Thousand Oaks, CA 91320 805-376-9200 Fax: 805-376-9100 Web site: www.xircom.com Y Lindsey Foster Manager, Customer Relations * Yamaha Motor Corp. 6555 Katella Avenue Cypress, CA 90630-5101 714-761-7439 Toll free: 1-800-962-7926 Fax: 714-761-7559 Web site: www.yamaha-motor.com Z Laura Moore Vice President Zale Corp. 901 West Walnut Hill Lane Irving, TX 75038-1003 972-580-5523 Fax: 972-580-5104 Web site: www.zales.com Customer Service Zenith Electronics Corp. Zenith National Response Center 1000 Milwaukee Ave. Glenview, IL 60025 847-391-8752 Toll free: 1-888-3 ZENITH E-mail: Customer.Service@zenith.com Web site: www.zenith.com Customer Service Zenith Packard Bell 8285 West 3500 South Magna, UT 84044 801-579-1552 Toll free: 1-800-227-3360 Fax: 708-808-4468 Web site: www.packardbell.com Car Manufacturers and Dispute Resolution Programs If you have a problem with a car purchased from a local dealer, first try to work it out with the dealer. If the problem is not resolved, contact the manufacturer's regional or national office. Ask for the consumer affairs office. Many of these are listed in this section. If you are still unsuccessful, consider contacting the other organizations in this section that handle consumer complaints. These programs are usually called alternative dispute resolution programs. Generally, there are three types: arbitration, conciliation and mediation. All three methods of dispute resolution vary. Ask for a copy of the rules of the program before you file your case. Generally, the decisions of the arbitrators are binding and must be accepted by both the customer and the business. However, in other forms of dispute resolution, only the business is required to accept the decision. In some programs, decisions are not binding on either party. Remember, before contacting one of these programs, try to resolve the complaint with the company. If you still cannot resolve your problem, contact one of the third-party resolution programs. Be sure to contact your local or state consumer agency to see if your state offers state-run dispute resolution programs. If you suspect you have a vehicle problem that might fall under your state's lemon law, call your local or state consumer protection agency to find out about your rights under the lemon law. If you have a safety problem with your vehicle, report it to the National Highway Traffic Safety Administration Auto Safety Hotline on page 129. NHTSA also provides recall and crash test information, but does not handle complaints. Acura Customer Relations Department Acura 1919 Torrance Blvd. Torrance, CA 90501-2746 Toll free: 1-800-382-2238 Fax: 310-783-3535 Web site: www.acura.com Alfa-Romeo Distributors of North America, Inc. Owner Relations Manager Alfa-Romeo Distributors of North America, Inc. 6220 W. Orange Blossom Trail Suite 606 Orlando, FL 32809 407-856-5000 Fax: 407-438-0804 American Honda Motor Co., Inc. Corporate Office: American Honda Motor Co., Inc. Consumer Affairs Department 1919 Torrance Blvd. Torrance, CA 90501-2746 310-783-2000 Toll free: 1-800-999-1009 Fax: 310-783-3785 Utah, Arizona, Colorado, New Mexico, Nebraska, Kansas, Oklahoma, Nevada, Texas (El Paso) Customer Relations Department American Honda Motor Co., Inc. West Central Zone Western Central Zone 10 1600 South Abilene Street, Suite D Aurora, CO 80012. 303-696-3935 Fax: 303-696-3960 Maine, Vermont, New Hampshire, New York State (excluding NY City, its five boroughs, Long Island, Westchester County), Connecticut (excluding Fairfield County), Massachusetts, Rhode Island Customer Relations Department American Honda Motor Co., Inc. New England Zone 9 555 Old Country Road Windsor Locks, CT 06096-0465 860-623-3310 Toll free: 1-800-999-1009 (recalls) Tennessee, Alabama, Georgia, Florida Customer Relations Department American Honda Motor Co., Inc. Southeastern Zone Southeastern Zone 7 1500 Morrison Parkway Alpharetta, GA 30201-2199 770-442-2045 Toll free: 1-800-999-1009 (recalls) Fax: 770-442-2443 Web site: www.honda.com Minnesota, Iowa, Missouri, Wisconsin, Illinois, Michigan (Upper Peninsula) Customer Relations Department American Honda Motor Co., Inc. North Central Zone North Central Zone 8 601 Campus Drive, Suite A-9 Arlington Heights, IL 60004 708-870-5600 (Honda automobiles only) West Virginia, Maryland, Virginia, North Carolina, South Carolina, District of Columbia Customer Relations Department American Honda Motor Co., Inc. Mid-Atlantic Zone 902 Wind River Lane, Suite 200 Gaithersburg, MD 20878-1974 301-990-2020 Ohio (Steubenville), West Virginia (Wheeling), Pennsylvania, New Jersey, Delaware, New York (NY City, its five boroughs, Long Island, Westchester County), Connecticut (Fairfield Customer Relations Department American Honda Motor Co., Inc. Northeast Zone 115 Gaither Drive Moorestown, NJ 08057-0337 609-285-5533 Michigan (except for Upper Peninsula), Indiana, Ohio, Kentucky Customer Relations Department American Honda Motor Co., Inc. Central Zone 4 101 South Stanfield RoadTroy, OH 45373-8010 937-332-6250 Toll free: 1-800-999-1009 Washington, Oregon, Idaho, Montana, Wyoming, North Dakota, South Dakota, Hawaii, Alaska Customer Relations Department American Honda Motor Co., Inc. Northwest Zone Northwestern Zone 2 12439 N.E. Airport Way Portland, OR 97220-0186 503-256-0943 Texas (excluding El Paso), Arkansas (excluding Fayetteville, Bentonville, Fort Smith, Jonesboro), Oklahoma (Lawton, Ardmore), Louisiana, Mississippi Customer Relations Department American Honda Motor Co., Inc. South Central Zone 3 4529 Royal Lane Irving, TX 75063-2583 214-929-5481 American Isuzu Motors, Inc. Headquarters: American Isuzu Motors, Inc. Customer Relations Department 2300 Pellisier Place P.O. Box 995 Whittier, CA 90608 562-699-0500 Toll free: 1-800-255-6727 Fax: 562-908-9575 Web site: www.isuzu.com California, Alaska, Hawaii, Idaho (northern), Nevada, Oregon, Washington Regional Customer Relations Manager American Isuzu Motors, Inc. One Technology East Irvine, CA 92718-2785 714-788-2700 Toll free: 1-800-255-6727 Fax: 714-788-2711 TDD/TTY toll free: 1-800-999-9035 Web site: www.isuzu.com Alabama, Florida, Georgia, Mississippi, North Carolina, South Carolina Regional Customer Relations Manager American Isuzu Motors, Inc. Southeastern Region 205 Hembree Park Drive P.O. Box 6250 Roswell, GA 30076 770-475-1995 Toll free: 1-800-255-6727 Fax: 770-442-8743 TDD/TTY toll free: 1-800-900-9035 Web site: www.isuzu.com Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri (except Kansas City metro area), North Dakota, Ohio, Wisconsin, South Dakota, Nebraska Regional Customer Relations Manager American Isuzu Motors, Inc. Central Region 695 Tollgate Road Elgin, IL 60123 847-931-8050 Toll free: 1-800-255-6727 Fax: 847-931-8004 TDD/TTY toll free: 1-800-999-9035 Web site: www.isuzu.com New Jersey (south of Toms River), Pennsylvania, Maryland, Delaware, Kentucky, Tennessee, Virginia, West Virginia Regional Customer Relations Manager American Isuzu Motors, Inc. 1 Isuzu Way Glen Burnie, MD 21061 410-761-2121 Toll free: 1-800-255-6727 Fax: 410-761-7490 TDD/TTY toll free: 1-800-999-9035 Web site: www.isuzu.com Connecticut, Maine, Massachusetts, New Hampshire, New Jersey (north of Toms River), New York, Rhode Island, Vermont Regional Customer Relations Manager American Isuzu Motors, Inc. Northeast Regional Office 3 Stewart Court Denville, NJ 07834 973-328-3000 Toll free: 1-800-255-6727 (owner relations) Fax: 973-328-5880 Web site: www.isuzu.com Arizona, Arkansas, Kansas (Kansas City metro area) Louisiana, Nevada (southern), New Mexico, Oklahoma, Texas, Colorado, Wyoming, Utah, Montana, Idaho (southern), Missouri (Kansas City metro area) Regional Customer Relations Manager American Isuzu Motors, Inc. Southwest Region 1150 Isuzu Parkway Grand Prairie, TX 75050 972-647-2911 Toll free: 1-800-255-6727 Fax: 872-641-0177 TDD/TTY toll free: 1-800-999-9035 Web site: www.isuzu.com American Motors Corp. see Chrysler Corp. Zone and Corporate Offices American Suzuki Motor Corp. Customer Relations Department American Suzuki Motor Corp. P.O. Box 1100 Brea, CA 92822-1100 714-996-7040, ext. 380 (motorcycles) 714-996-7040, ext. 396 (outboard) Toll free: 1-800-934-0934 (automotive only) Fax: 714-970-6005 Web site: www.suzuki.com Audi of America, Inc. Customer Relations - 2F02 Audi of America, Inc. 3800 Hamlin Road Auburn Hills, MI 48326 Toll free: 1-800-822-2834 (general assistance and customer relations) Toll free: 1-800-955-5100 (replacement and repurchase assistance) Fax: 248-340-4660 Web site: www.audiusa.com BMW of North America, Inc. Corporate Office: National Customer Relations Manager BMW of North America, Inc. 300 Chestnut Ridge Rd. Woodcliff Lake, NJ 07675 Toll free: 1-800-831-1117 (BMW Customer Service Center) Web site: www.bmwusa.com Chrysler Corporation Corporate Office: Chrysler Customer Center Chrysler Corp. P.O. Box 21-8004 Auburn Hills, MI 48321-8004 Toll free: 1-800-992-1997 Web site: www.chryslercorp.com Daihatsu America, Inc. Consumer Affairs Department 4422 Corporate Center Drive Los Alamitos, CA 90720 714-761-7000 Toll free: 1-800-777-7070 Ferrari North America Inc. Corporate Office Director of Service and Parts Ferrari North America Inc. 250 Sylvan Avenue Englewood Cliffs, NJ 07632 201-816-2652 (technical department) Ford Motor Co. Customer Assistance Center Ford Motor Co. 16800 Executive Plaza Dr. P.O. Box 6248 Dearborn, MI 48121 Toll free: 1-800-392-3673 (all makes) Toll free: 1-800-521-4140 (Lincoln and Merkur only) Toll free: 1-800-241-3673 (towing and dealer location service) TDD toll free: 1-800-232-5952 Web site: www.ford.com Ford Dispute Settlement Board P.O. Box 5120 Southfield, MI 48086-5120 Toll free: 1-800-428-3718 General Motors Corp. Customer Assistance Center Buick Motor Division General Motors Corp. 902 East Hamilton Avenue Flint, MI 48550 Toll free: 1-800-521-7300 Toll free: 1-800-252-1112 (roadside assistance) TDD toll free: 1-800-832-8425 Web site: www.buick.com Customer Assistance Center Cadillac Motor Car Division General Motors Corp. P.O. Box 436004 Pontiac, MI 48343-6004 Toll free: 1-800-458-8006 Toll free: 1-800-882-1112 (roadside assistance) TDD toll free: 1-800-TDD-CMCC Web site: www.cadillac.com Customer Assistance Center Chevrolet/Geo Motor Division General Motors Corp. P.O. Box 7047 Troy, MI 48007-7047 Toll free: 1-800-222-1020 Toll free: 1-800-243-8872 (roadside assistance) TDD toll free: 1-800-TDD-CHEV Web site: www.chevrolet.com Customer Assistance Center GMC Truck Division General Motors Corp. P.O. Box 436008 Pontiac, MI 48343-6008 Toll free: 1-800-462-8782 TDD toll free: 1-800-462-8583 Customer Assistance Network Oldsmobile Division General Motors Corp. P.O. Box 436006 Lansing, MI 48343-6006 Toll free: 1-800-442-6537 TDD toll free: 1-800-TDD-OLDS Web site: www.oldsmobile.com Customer Assistance Center Pontiac Division General Motors Corp. Mail Code 483-631-730 P.O. Box 436008 Pontiac, MI 48343-6008 Toll free: 1-800-762-2737 Toll free: 1-800-762-3743 (roadside assistance) TDD toll free: 1-800-TDD-PONT Web site: www.pontiac.com Saturn Customer Assistance Center Saturn Corp. Division of General Motors Corp. 100 Saturn Parkway Spring Hill, TN 37174 Toll free: 1-800-553-6000 TDD toll free: 1-800-TDD-6000 Web site: www.saturn.com Honda See American Honda Motor Co., Inc. Hyundai Motor America Consumer Affairs Hyundai Motor America 10550 Talbert Avenue P.O. Box 20850 Fountain Valley, CA 92728-0850 714-965-3000 Toll free: 1-800-633-5151 Fax: 714-965-3837 E-mail: cmd@hma.service.com Isuzu see American Isuzu Motors, Inc. Jaguar Cars Inc. U.S. National Headquarters: Customer Relations Department Jaguar Cars, Inc. 555 MacArthur Blvd. Mahwah, NJ 07430-2327 201-818-8500 Toll free: 1-800-452-4827 Web site: www.jaguarcars.com Jeep/Eagle Division of Chrysler Corp. see Chrysler Corp. Zone and Corporate Offices Mazda Motor of America, Inc. Corporate Office: Customer Relations Manager Mazda Motor of America, Inc. P.O. Box 19734 Irvine, CA 92713-9734 Toll free: 1-800-222-5500 Web site: www.mazdausa.com Mercedes Benz of North America, Inc. Customer Assistance Center 1 Glenview Road Montvale, NJ 07645 Toll free: 1-800-222-0100 Toll free: 1-800-367-6372 (800-FOR-MERC) Mitsubishi Motor Sales of America, Inc. Corporate Office Customer Relations Mitsubishi Motor Sales of America, Inc. 6400 West Katella Avenue Cypress, CA 90630-0064 Toll free: 1-800-222-0037 Toll free: 1-800-426-7038 (credit information) Toll free: 1-800-55MITSU (800-556-4878) Nissan Motor Corp. in USA Nissan Motor Corp. in USA P.O. Box 191 Gardena, CA 90248-0191 Toll free: 1-800-647-7261 (all consumer inquiries) Fax: 310-771-2025 Peugeot Motors of America, Inc. National Customer Relations Manager Peugeot Motors of America, Inc. Overlook at Great Notch 150 Clove Road Little Falls, NJ 07424 973-812-4444 Toll free: 1-800-345-5549 Web site: www.peugeot.com Porsche Cars North America, Inc. Manager, Owner Relations Porsche Cars North America, Inc. 100 West Liberty Street P.O. Box 30911 Reno, NV 89520-3911 702-348-3000 Toll free: 1-800-545-8039 Web site: www.porsche.com Saab Cars USA, Inc. Customer Assistance Center Saab Cars USA, Inc. 4405-A International Bend Norcross, GA 30093 770-279-0100 Toll free: 1-800-955-9007 Web site: www.saabusa.com Subaru of America, Inc. National Customer Service Center Subaru of America, Inc. Subaru Plaza P.O. Box 6000 Cherry Hill, NJ 08034-6000 Toll free: 1-800-782-2783 Web site: www.subaru.com Hawaii Schuman Carriage Co. 1234 S. Beretania Street P.O. Box 2420 Honolulu, HI 96804 808-592-4495 Fax: 808-592-4494 Suzuki see American Suzuki Motor Corp. Toyota Motor Sales USA, Inc. Customer Assistance Center Toyota Motor Sales USA, Inc. Department A102 19001 South Western Avenue Torrance, CA 90509-2991 Toll free: 1-800-331-4331 Fax: 310-618-7814 TDD toll free: 1-800-443-4999 Web site: www.toyota.com Volvo Cars of North America Corporate Office: Customer Service Volvo Cars of North America P.O. Box 915 7 Volvo Drive, Building A Rockleigh, NJ 07647-0915 Toll free: 1-800-458-1552 Fax: 201-767-4816 Web site: www.volvocars.com Automotive Dispute Resolution Programs Automotive Consumer Action Program (AUTOCAP), National Automobile Dealers Association 8400 Westpark Drive McLean, VA 22102 703-821-7144 Third-party dispute resolution program administered through the National Automobile Dealers Association. Consumer information available on request. BBB AUTO LINE Council of Better Business Bureaus, Inc. 4200 Wilson Boulevard, Suite 800 Arlington, VA 22203-1804 1-800-955-5100 Third-party dispute resolution program administered by the Council of Better Business Bureaus, Inc. Center for Auto Safety (CAS) 2001 S Street, N.W. Suite 410 Washington, DC 20009 202-328-7700 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: include a brief statement of the problem or question; include the year, make, model of the vehicle, and a stamped self-addressed envelope. Trade and Professional Organizations Companies that offer similar products and individuals practicing similar professions often join together to form an association. The primary purpose of these associations is to provide service to their members. However, they may also provide information to the customers and clients of the business or profession that the association represents. In addition, some have established dispute resolution programs to help resolve problems between their member companies and consumers. Dispute settlement programs vary: some simply help the parties work out their own voluntary solutions, while others offer more formal arbitration programs in which a decision is rendered by a third party. In arbitration, the decision may be binding on both parties, only on the business, or not binding on either party. If you have a problem with a company and cannot resolve it by working directly with them, ask if the company is a member of an association. Then, check this section to see if the association is listed. If the association is not included here, your local library has reference materials to help you find the appropriate contact. Accrediting Council for Independent Schools and Colleges 750 First Street, NE, Suite 980 Washington, DC 20002 202-336-6780 Fax: 202-842-2593 E-mail: acics@acics.org Association of accredited career schools training in business and business-related subjects. America's Community Bankers (ACB) 900 19th Street, NW, Suite 400 Washington, DC 20006 202-857-3103 Fax: 202-296-8716 E-mail: info@acbankers.org Web site: www.acbankers.org ACB is the national trade association for 2,000 savings and community financial institutions and related business firms. ACB makes information developed by its members on consumer financial services, housing, finance and community development available free of charge. Joan McNeal, Director, Member and Industry Relations American Apparel Manufacturers Association 2500 Wilson Blvd., Suite 301 Arlington, VA 22201 703-524-1864 Toll free: 1-800-520-2262 Fax: 703-522-6741 Membership: Manufacturers of clothing. Toni Griffin, Vice President, Corporate Communications American Arbitration Association 140 West 51st Street New York, NY 10020-1203 Toll free: 1-800-778-7879 Web site: www.adr.org A nonprofit public service organization with 37 regional offices across the country. American Arbitration Association provides consumer information on request. Check local telephone directory for listing. If there is no office in your area, write or call the office listed above. American Automobile Manufacturers Association 1401 H Street, NW Washington, DC 20005 202-326-5500 Fax: 202-326-5546 The American Automobile Manufacturers Association members are Chrysler Corporation, Ford Motor Company, and General Motors Corporation. The association provides industry statistics and educational material on issues affecting the automobile industry. American Bankers Association 1120 Connecticut Ave., NW Washington, DC 20036 202-663-5000 Fax: 202-663-7578 Web site: www.aba.com The American Bankers Association is the largest banking trade association in the country. Its membership includes community, regional and money center banks as well as savings associations, trust companies and savings banks. It will provide consumer education materials on request. Jack Hanna, Director, Section on Dispute Resolution American Bar Association 740 15th Street, NW Washington, DC 20005 202-662-1680 Fax: 202-662-1683 E-mail: dispute@abanet.org Web site: www.abanet.org/dispute Publishes a directory of state and local alternative dispute resolution programs. Provides consumer information on request. Gary Rippentrop, CEO American Collectors Association P.O. Box 39106 Minneapolis, MN 55439-0106 612-926-6547 Fax: 612-926-1624 Web site: www.collector.com Membership: Collection services handling overdue accounts for retail professional and commercial credit grantors. American Council of Life Insurance 1001 Pennsylvania Avenue, NW Suite 500 South Washington, DC 20004-2599 202-624-2000 Toll free: 1-800-942-4242 (consumer helpline) Fax: 202-624-2319 Membership: Trade association of over 500 insurance companies that provide life insurance, pensions and annuities, long-term care and disability income insurance. Susie Irvine, Executive Director American Financial Services Association Education Foundation 919 18th Street, NW, 3rd Floor Washington, DC 20006 202-466-8611 E-mail: susie@afsamail.com Web site: www.afsaef.org The AFSA Education Foundation develops personal money management educational materials to help the public understand the credit process, seek help if credit problems occur, and realize the benefits of responsible money management. American Health Care Association 1201 L Street, NW Washington, DC 20005-4014 202-842-4444 Toll free: 1-800-321-0343 (purchase publications only) Fax: 202-842-3860 Membership: State associations of long-term health care facilities. Also, associate business membership program for health related businesses. Herbert Finkston, Director, Professional Ethics Division American Institute of Certified Public Accountants Harborside Financial Center 201 Plaza III Jersey City, NJ 07311-3881 201-938-3175 Fax: 201-938-3367 E-mail: HFINKSTON@aicpa.org Membership: Professional organization of accountants certified by the states and territories. American Moving and Storage Association (AMSA) 1611 Duke Street Alexandria, VA 22314-3482 703-683-7410 Fax: 703-683-7527 Web site: www.amconf.org AMSA provides information on moving and sponsors the Household Goods Dispute Settlement Program, an arbitration service for disputed loss and damage claims on interstate moves that is administered by the American Arbitration Association. Robert T. Hook, Executive Director American Orthotic and Prosthetic Association 1650 King Street, Suite 500 Alexandria, VA 22314-1885 703-836-7116 703-836-7114 Fax: 703-836-0838 Web site: www.theaopa.org E-mail: info@theaopa.org The American Orthotic and Prosthetic Association is a national trade association dedicated to quality patient care. AOPA represents more than 1,600 member companies that custom fit or manufacture componentry for patients with prostheses (artificial limbs) and orthoses (orthopedic braces). Linda High, Director, Consumer Affairs American Society of Travel Agents, Inc 1101 King Street, Suite 200 Alexandria, VA 22314 703-739-8739 (consumer hot line) Fax: 703-684-8319 Web site: www.astanet.com Membership: Travel agents. Gail Raiman, Director, Communications Division American Textile Manufacturers Institute 1130 Connecticut Avenue, NW Suite 1200 Washington, DC 20006 202-862-0550 Web site: www.atmi.org Membership: Textile plants which produce a variety of textile products, including fabrics for apparel and home furnishings and industrial fabrics. Better Hearing Institute (BHI) P.O. Box 1840 Washington, DC 20013 703-642-0580 Toll free: 1-800-EAR-WELL Fax: 703-750-9302 Voice/TDD: 1-888-HEAR-HELP E-mail: MAIL@betterhearing.org Web site: www.betterhearing.org A nonprofit educational organization, BHI informs persons with impaired hearing and the general public about hearing loss and available help through medicine, surgery, amplification and other rehabilitation. Membership: professionals and others who help persons with impaired hearing. Blue Cross and Blue Shield Association 1310 G Street, NW, 12th Floor Washington, DC 20005 202-626-4780 Fax: 202-626-4833 Web site: www.bluecross.com Membership: Local Blue Cross and Blue Shield plans in the United States, Canada and Jamaica. Caroline Ajootian, Director, Consumer Protection Bureau Boat Owners Association of the United States, BOAT/ U.S. 880 South Pickett Street Alexandria, VA 22304-0730 703-823-9550 Web site: www.boat/us.com The Consumer Protection Bureau serves as a mediator in disputes between boat owners and the marine industry. BOAT/U.S. also works closely with the U.S. Coast Guard to monitor safety defect problems. Career College Association (CCA) 750 First Street, NE, Suite 900 Washington, DC 20002 202-336-6700 Fax: 202-336-6828 E-mail: briann@career.org Membership: Proprietary and trade institutions. Kathryn Wise, Director of Public Relations Carpet and Rug Institute Box 2048 Dalton, GA 30722 706-278-3176 Toll free: 1-800-882-8846 Fax: 706-278-8835 Web site: www.carpet-rug.com Membership: Manufacturers of carpets, rugs, bath mats; suppliers of raw materials and services to the industry. Robert Fells, Assistant Secretary Cemetery Consumer Service Council P.O. Box 2028 Reston, VA 20195-0028 703-391-8407 Fax: 703-391-8416 Industry-sponsored dispute resolution program. Other consumer information about cemetery practices and rules available on request. Certified Financial Planner Board of Standards 1700 Broadway, Suite 2100 Denver, Colorado 80290-2101 303-830-7500 Fax: 303-860-7388 Web site: www.CFP-Board.org A nonprofit professional regulatory organization, the Certified Financial Planner Board of Standards sets and enforces standards of competency and ethics for financial planners. Individuals who meet these standards are authorized to use the trademarks CFP and Certified Financial Planner. Consumers can call the CFP Board or visit its web site to confirm that a planner is authorized to use the CFP trademarks, to learn if the CFP Board has publicly disciplined a planner, or to lodge a complaint against a CFP practitioner. The Board also provides consumer education information on financial planning, choosing a financial planner and other relevant topics. Children's Advertising Review Unit Council of Better Business Bureaus, Inc. 845 Third Avenue New York, NY 10022 212-705-0124 Fax: 212-308-4743 Web site: www.bbb.org Handles consumer complaints about truth and accuracy of advertising directed to children under 12 years of age. Consumer Bankers Association 1000 Wilson Boulevard, Suite 3012 Arlington, VA 22209 Web: www.cbanet.org The Consumer Bankers Association is a voice on retail banking issues in the nation's capitol. Member institutions are the lenders in consumer, auto, home equity and education finance, electronic retail delivery systems, privacy, fair lending, bank sales of investment products, small business services, and community development. Consumer Electronics Manufactures Association (CEMA) Attn: Consumer Affairs 2500 Wilson Blvd. Arlington, VA 22201-3834 703-907-7600 Fax: 703-907-7601 Website: www.cemacity.org CEMA is a sector of the Electronics Industries Alliance (EIA), the trade organization representing all facets of electronics manufacturing. CEMA represents U.S. manufacturers of audio, video, mobile electronics, communication, information and multimedia products and accessories which are sold through consumer channels. Credit Union National Association (CUNA) 5710 Mineral Point Road Madison, WI 53705 608-231-4000 Toll free: 1-800-356-9655 Toll free: 1-800-358-5710 (to find out if you are eligible to join a credit union) Web site: www.cuna.org (for consumer information and information about credit unions) Serves more than 90% of credit unions through credit union leagues in all 50 states and the District of Columbia. Credit unions are cooperative nonprofit financial institutions owned and controlled by members; they belong to credit union leagues, which belong to CUNA. Direct Marketing Association (DMA) 1111 19th Street, NW, Suite 1100 Washington, DC 20036 (written complaints only) Membership: Companies who market goods and services directly to consumers using direct mail, catalogs, telemarketing, magazine and newspaper ads, and broadcast on-line advertising. DMA operates the Mail Order Action Line, Mail Preference Service and Telephone Preference Service. Mail Order Action Line 1111 19th Street, NW Suite 1100 Washington, DC 20036 202-955-5030 E-mail: consumer@the-dma.org Web site: www.the-dma.org Handles written complaints against a DMA member or nonmember. Mail Preference Service P.O. Box 9008 Farmingdale, NY 11735-9008 Handles written requests for name removal from most national advertising mailing lists. Telephone Preference Service P.O. Box 9014 Farmingdale, NY 11735-9014 Handles written requests for name and telephone number removal from most national telemarketing lists. Direct Selling Association (DSA) 1666 K Street, NW, Suite 1010 Washington, DC 20006-2387 202-293-5760 Fax: 202-463-4569 E-mail: info@dsa.org Web site: www.dsa.org Membership: Companies that manufacture and distribute consumer products person-to-person and through home-party plans using independent salespeople. All members comply with the DSA Code of Ethics that protects consumers of direct selling products as well as the sellers of the products and opportunities. Cindy Donahue, Meeting Coordinator Distance Education and Training Council 1601 18th Street NW Washington, DC 20009 202-234-5100 E-mail: cetc@cetc.edu Membership: Home study (correspondence) schools. Carole Rogin, President Hearing Industries Association 515 King Street, Suite 420 Alexandria, VA 22314 703-684-5744 Fax: 703-684-6048 E-mail: hiallears@aol.com Membership: Companies engaged in the manufacture and/or sale of hearing aids, their components, parts, and related products and services. Jeanne Salvatore, Director, Public Relations and Consumer Affairs Insurance Information Institute 110 William Street New York, NY 10038 Toll free: 1-800-942-4242 (National Insurance Consumer Helpline) Web site: www.iii.org The Helpline is a resource for consumers with automobile, homeowners and life insurance questions. The Helpline is open Monday through Friday from 8 a.m. to 8 p.m., Eastern time. Spanish-speaking operators also available. International Association for Financial Planning (IAFP) 5775 Glenridge Drive, NE, Suite B-300 Atlanta, GA 30328-5364 404-845-0011 Fax: 404-845-3660 Web site: www.IAFP.ORG Membership: Individuals involved in financial planning. International Association of Lemon Law Administrators RR 3, Box 510 Winthrop, ME 04364 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. Major Appliance Consumer Action Program (MACAP) 20 North Wacker Drive, Suite 1231 Chicago, IL 60606 312-984-5858 Third-party dispute resolution program of the major appliance industry. Greg Patzer, Executive Vice President Monument Builders of North America 3158 South River Road Suite 224 Des Plaines, IL 60018 847-803-8800 Fax: 847-803-8823 Membership: Cemetery monument retailers, manufacturers and wholesalers, bronze manufacturers and suppliers. Consumer brochures available on request. Shirlene Datcher, Media Relations Coordinator/Consumer Affairs Mortgage Bankers Association of America 1125 15th Street, NW, 7th Floor Washington, DC 20005 202-861-6565 Membership: Mortgage banking firms, commercial banks, life insurance companies, title companies, and savings and loan associations. Andrea C. Levine, Director National Advertising Division (NAD) A Division of the Council of Better Business Bureaus, Inc. 845 Third Avenue, 17th Floor New York, NY 10022 212-754-1320 Fax: 212-832-1296 Handles consumer complaints about the truth and accuracy of national advertising. National Association of Consumer Protection Investigators (NACPI) Richard Thomas, NACPI Secretary c/o Oregon Department of Justice 1162 Court Street Salem, OR 97310 NACPI provides training and support for consumer protection investigators in government agencies at all levels. NACPI does not investigate individual consumer complaints, but helps investigators share information of mutual concern. National Association of Funeral Directors P.O. Box 27641 Milwaukee, WI 53227 1-800-662-7666 Third-party dispute resolution program for complaints regarding funeral homes. William Young, Director, Consumer Affairs/Public Liaison National Association of Home Builders 1201 15th Street, NW Washington, DC 20005 202-822-0409 Toll free: 1-800-368-5242 (outside DC metro area) Membership: Single and multi-family home builders, commercial builders and others associated with the building industry. National Association of Insurance Commissioners (NAIC) 444 N. Capitol Street, NW Washington, DC 20001 202-624-7790 Fax: 202-624-8579 NAIC is the organization of insurance regulators from the 50 states, the District of Columbia and the four U.S. territories. One of its primary functions is consumer protection. It produces a number of guides which are distributed to insurance departments and directly to consumers upon request. Diane Callis, President National Association of Personnel Services 3133 Mt. Vernon Avenue Alexandria, VA 22305 703-684-0180 Fax: 703-684-0071 Web site: www.napsweb.org Membership: Private employment agencies. Ted Besesparis, Public Relations Associate National Association of Professional Insurance Agents 400 North Washington Street Alexandria, VA 22314 703-836-9340 E-mail: TEBE@PIANET.ORG Web site: www.PIANET.com Provides consumers practical advice on personal insurance through its national outreach program. National Association of Realtors 430 North Michigan Avenue Chicago, IL 60601 312-329-8361 Web site: www.realtor.com Web site offers property ads, home buying and selling tips, real estate news, information about using a realtor and more. National Association of Security Dealers 125 Broad Street, 36th Floor New York, NY 10004 212-858-4400 Fax: 212-858-4429 Third-party dispute resolution for complaints about over-the-counter stocks and corporate bonds. National Association of State Utility Consumer Advocates (NASUCA) 1133 15th Street, NW, Suite 550 Washington, DC 20005 202-727-3908 Fax: 202-727-3911 E-mail: nasuca@nasuca.org A national organization of 41 utility ratepayer advocate offices in 38 states and the District of Columbia, NASUCA members represent millions of consumers served by investor-owned gas, telephone, electric and water companies before Congress, state regulatory commissions, the courts, the Federal Energy Regulatory Commission, and the Federal Communications Commission. National Association of Telecommunications Officers and Advisors (NATOA) 1650 Tysons Boulevard, Suite #200 McLean, VA 22102 703-506-3275 Fax: 703-506-3266 Web site: www.natoa.org E-mail: ehuggard@naota.org NATOA is an organization composed of more than 700 individuals and agencies. These agencies include cities, counties and other regional authorities that serve citizens through the development, regulation and administration of cable and other telecommunications systems. NATOA serves as an advocate for its members in Washington, DC, develops and advances a national platform that meets the telecommunications interests and needs of local governments, offers educational and training programs and provides technical assistance and information to its members. Brian Folkerts, Vice President of Government Affairs and Communications National Food Processors Association 1401 New York Avenue, NW Washington, DC 20005 202-639-5942 E-mail: nfpa@nfpa-food.org Web site: www.nfpa-food.org Membership: Commercial packers of such food products as fruit, vegetables, meat, poultry, seafood, and canned, frozen, dehydrated, pickled and other preserved food items. Laura Oatney, Director, Public Affairs and Education National Futures Association (NFA) 200 West Madison Street Chicago, IL 60606-3447 312-781-1370 Toll free: 1-800-621-3570 (outside IL) Fax: 312-781-1467 E-mail: loatney@nfa.futures Web site: www.nfa.futures.org Contact NFA regarding disputes with futures commission merchants, commodity trading advisors, commodity pool operators, introducing brokers, and associated individuals. National Institute for Automotive Service Excellence (ASE) 13505 Dulles Technology Drive, Suite 2 Herndon, VA 20171 703-713-3800 Fax: 703-793-6544 Web site: www.asecert.org E-mail: rwhite@asecert.org ASE is an independent, national nonprofit organization founded in 1972 to help improve the quality of automotive service and repair through the voluntary testing and certification of automotive repair professionals. More than 424,000 ASE-certified technicians work in dealerships, independent repair shops, service stations, auto parts stores, fleets and schools. ASE publishes several consumer publications about auto maintenance and repair. Julie DeYoung, Director, Department of Public Relations National Turkey Federation 1225 New York Avenue Suite 400 Washington, DC 20005 202-898-0100 Fax: 202-898-0203 E-mail: info@turkeyfed.org Web site: www.turkeyfed.org Membership: Turkey growers, hatcheries, breeders, processors, marketers, and allied industry firms and poultry distributors. North American Securities Administrators Association, Inc. (NASAA) 10 G Street NE, Suite 710 Washington, DC 20002 202-737-0900 Fax: 202-783-3571 Web site: www.nasaa.org E-mail: general@nasaa.org NASAA is an international organization devoted to investor protection. Its membership consists of the 65 state, provincial and territorial securities administrators in the 50 states, the District of Columbia, Canada, Mexico and Puerto Rico. In the United States, NASSA is the voice of the 50 state securities agencies responsible for grass-roots investor protection and efficient capital formation. Craig Halverson, Assistant Executive Director Photo Marketing Association 3000 Picture Place Jackson, MI 49201 517-788-8100 Fax: 517-788-8371 Web site: www.pmai.org Membership: Retailers of photo equipment, film and supplies; firms developing and printing film. Jane Meyer, Director of Consumer Education The Soap and Detergent Association 475 Park Avenue South New York, NY 10016 212-725-1262 Fax: 212-213-0685 Web site: www.sdahq.org Membership: manufacturers of soap, detergents, fatty acids and glycerine; raw materials suppliers. Tire Association of North America 11921 Freedom Drive, Suite 550 Reston, VA 20190 703-736-8082 Toll free: 1-800-876-8372 Membership: Independent tire dealers and retreaders. Marisa Gordon, Communications Manager Toy Manufacturers of America 1115 Broadway, Suite 400 New York, NY 10010 212-675-1141 Fax: 212-633-1429 Web site: www.toy-tma.com Membership: American toy manufacturers. Robert Whitley, President United States Tour Operators Association (USTOA) 342 Madison Avenue, Suite 1522 New York, NY 10173 212-599-6599 Fax: 212-599-6744 E-mail: USTOA@aol.com Membership: Wholesale tour operators, common carriers, suppliers, and providers of travel services. State, County, and City Government Consumer Protection Offices City, county and state consumer protection offices provide consumers with important services. They mediate complaints, conduct investigations, prosecute offenders of consumer laws, license and regulate a variety of professionals, promote strong consumer protection legislation, provide educational materials and advocate in the consumer interest. City and county consumer offices are familiar with local businesses and local ordinances. The cities where these offices are located are in bold type to help you find the office closest to you. If there is no local consumer office in your area, contact your state consumer office. State offices, whether in the attorney general's or governor's office, or in a separate department of consumer affairs, are familiar with state laws and look for statewide patterns of problems. Consumer protection offices in the U.S. territories also are included. To save time, call the office before sending in a written complaint. Ask if the office handles the type of complaint you have, and if complaint forms are provided. Many offices prepare consumer alerts on local problems and issues, with specific information on the applicable state and local laws. Call, send an E-mail or visit the web sites listed below for more information. Alabama State Office Dennis Wright, Chief Director Consumer Affairs Section Office of the Attorney General 11 South Union Street Montgomery, AL 36130 334-242-7334 Toll free in AL: 1-800-392-5658 Fax: 334-242-2433 Web site: e-pages.com/aag/cuspro.html Alaska Consumer Protection Unit Office of the Attorney General 1031 West 4th Ave Suite 200 Anchorage, AK 99501 907-269-5100 Fax: 907-276-8554 Web site: www.law.state.ak.us American Samoa Cheryl Crenwelge Sione Assistant Attorney General Consumer Protection Bureau P.O. Box 7 Pago Pago, AS 96799 011-684-633-4163 Fax: 011-684-633-1838 Arizona State Offices Sydney Davis, Chief Counsel Consumer Protection Office of the Attorney General 1275 West Washington Street Room 259 Phoenix, AZ 85007 602-542-3702 602-542-5763 (consumer information and complaints) Toll free in AZ: 1-800-352-8431 TDD: 602-542-5002 Fax: 602-542-4377 Noreen Matts Assistant Attorney General Consumer Protection Office of the Attorney General 400 West Congress South Bldg. Suite 315 Tucson, AZ 85701 520-628-6504 Toll free in AZ: 1-800-352-8431 Fax: 520-628-6532 E-mail: NMATTS@AG.state.az.us County Offices Stephen Udall, County Attorney Apache County Attorney's Office P.O. Box 637 St. Johns, AZ 85936 520-337-4364, ext. 240 Fax: 520-337-2427 Terence Hance, County Attorney Coconino County Attorney's Office Coconino County Courthouse 100 East Birch Flagstaff, AZ 86001 520-779-6518 Fax: 520-779-5618 Jerry DeRose, County Attorney Gila County Attorney's Office 1400 East Ash Street Globe, AZ 85501 520-425-3231 Fax: 520-425-3720 Jack Williams, County Attorney Graham County Attorney's Office Graham County Courthouse 800 West Main Safford, AZ 85546 520-428-3620 Fax: 520-428-7200 Dennis Lusk, County Attorney Greenlee County Attorney's Office P.O. Box 1717 Clifton, AZ 85533 520-865-4108 Fax: 520-865-4665 Steven Suskin, County Attorney La Paz County Attorney's Office 1320 Kofa Avenue P.O. Box 709 Parker, AZ 85344 520-669-6118 Fax: 520-669-2019 William Ekstrom, County Attorney Mohave County Attorney's Office 315 North 4th Street P.O. Box 7000 Kingman, AZ 86402-7000 520-753-0719 Fax: 520-753-2669 Melvin Bowers, County Attorney Navajo County Attorney's Office P.O. Box 668 Holbrook, AZ 86025 520-524-4026 Fax: 520-524-4244 Barbara LaWall, County Attorney Pima County Attorney's Office 1400 Legal Services Building 32 North Stone Tucson, AZ 85701 520-740-5600 Fax: 520-791-3946 Robert Olson, Pinal County Attorney Pinal County Attorney's Office P.O. Box 887 Florence, AZ 85232 520-868-6271 Fax: 520-868-6521 Martha Chase, County Attorney Santa Cruz County Attorney's Office 2100 N. Congress Drive Suite 201 Nogales, AZ 85621 520-761-7800- ex. 3121 Fax: 520-761-7859 Charles Hastings, County Attorney Yavapai County Attorney's Office Yavapai County Courthouse 255 E. Gurley Prescott, AZ 86301 520-771-3344 Fax: 520-771-3110 David Ellsworth, County Attorney Yuma County Attorney's Office 168 South Second Avenue Yuma, AZ 85364 520-329-2270 Fax: 520-329-2284 City Office Ronald Detrick, Deputy City Attorney Consumer Affairs Division Tucson City Attorney's Office 110 East Pennington Street, 2nd Floor P.O. Box 27210 Tucson, AZ 85726-7210 520-791-4886 Fax: 520-791-4991 Arkansas State Office Kay Barton, Director Consumer Protection Division Office of Attorney General 200 Catlett Prien 323 Center Street Little Rock, AR 72201 501-682-2341 TDD toll free in AR: 1-800-482-8982 TDD: 501-682-2014 Web site: www.ag-state.ar.us California State Offices Marjorie M. Berte, Director California Department of Consumer Affairs 400 R Street, Suite 3000 Sacramento, CA 95814 916-445-4465 Toll free in CA: 1-800-952-5210 TDD: 916-322-1700 510-785-7554 Dan Lungren, Attorney General Office of Attorney General Public Inquiry Unit P.O. Box 944255 Sacramento, CA 94244-2550 916-322-3360 Toll free in CA: 1-800-952-5225 TDD: 916-324-5564 Web site: caag.state.ca.us/piu Marty Keller, Chief Bureau of Automotive Repair California Dept. of Consumer Affairs 10240 Systems Parkway Sacramento, CA 95827 916-445-1254 Toll free in CA: 1-800-952-5210 (auto repair only) TDD: 916-322-1700 County Offices Betty Moose, Commissioner Alameda County Consumer Affairs Commission 1328 Via El Monte San Lorenzo, CA 94580 510-535-6444 Gary Yancey, District Attorney Contra Costa County District Attorney's Office 725 Court Street, 4th Floor P.O. Box 670 Martinez, CA 94553 510-646-4500 Fax: 510-646-2116 Alan Yengoyan Senior Deputy District Attorney Business Affairs Unit Fresno County District Attorney's Office 1250 Van Ness Avenue, 2nd Floor Fresno, CA 93721 209-488-3156 Fax: 209-495-1315 Edward Jagels, District Attorney Criminal Division Kern County District Attorney's Office 1215 Truxtun Avenue, 4th Floor Bakersfield, CA 93301 805-868-2340 Fax: 805-868-2700 Monty Hopper, Director Kern County Department of Weights & Measures 1116 E. California Avenue Bakersfield, CA 93307 805-861-2418 Fax: 805-324-0668 Pastor Herrera, Jr., Director Los Angeles County Department of Consumer Affairs 500 West Temple Street, Room B-96 Los Angeles, CA 90012 213-974-1452 (Public) 213-974-9750 (Private) Fax: 213-687-0233 Web site: www.co.la.ca.us/consumer-affairs Marin County Mediation Services 4 Mount Lassen Drive San Rafael, CA 94903 415-499-7454 Fax: 415-499-6978 Robert Nichols Deputy District Attorney Consumer Protection Division Marin County District Attorney's Office Hall of Justice, Room 130 3501 Civic Center Drive San Rafael, CA 94903 415-499-6450 Fax: 415-499-3719 E-mail: consumer@marin.org Web site: www.marin.org/mc/da Susan Massini, District Attorney Mendocino County District Attorney's Office P.O. Box 1000 Ukiah, CA 95482 707-463-4211 Fax: 707-463-4687 Dean Flippo Monterey County District Attorney Consumer Protection Division P.O. Box 1369 Salinas, CA 93902 408-755-5073 Fax: 408-755-5608 Daryl Roberts Deputy District Attorney Consumer Affairs Division Napa County District Attorney's Office 931 Parkway Mall P.O. Box 720 Napa, CA 94559 707-253-4211 Fax: 707-253-4041 Robert Gannon Supervising Deputy District Attorney Consumer/Environmental Prot. Unit Orange Co. District Attorney's Office 405 West 5th Street, Suite 606 Santa Ana, CA 92701 714-568-1200 Fax: 714-568-1250 Jay Orr Supervising Deputy District Attorney Economic Crime Division Riverside County District Attorney's Office 4075 Main Street Riverside, CA 92501 909-275-5400 Fax: 909-275-5470 M. Scott Prentice Supervising Deputy District Attorney Consumer and Environmental Protection Division Sacramento County District Attorney's Office P.O. Box 749 Sacramento, CA 95812-0749 916-440-6174 Fax: 916-440-7660 Peter Longanbach, Director Consumer Fraud Division San Diego County District Attorney's Office P.O. Box X-1011 San Diego, CA 92112-4192 619-531-3507 (complaint message line) 619-531-4040 Consumer Protection Unit San Francisco Co. District Attorney's Office 425 Brannan Street San Francisco, CA 94103 415-552-6400 (public inquiries) Fax: 415-552-7038 Franklin Stephenson Supervising Deputy District Attorney San Joaquin Co. District Attorney's Office 222 East Weber, Room 412 P.O. Box 990 Stockton, CA 95202 209-468-2315 Fax: 209-468-0314 Leigh Lawrence, Director Economic Crime Unit Consumer Fraud Department County Government Center 1050 Monterey Street, Room 235 San Luis Obispo, CA 93408 805-781-5856 Fax: 805-781-1173 John Wilson, Deputy in Charge Consumer Fraud & Environmental Protection Unit San Mateo Co. District Attorney's Office 401 Marshall Street Hall of Justice and Records Redwood City, CA 94063 650-363-4656 Fax: 650-363-1681 Allan Kaplan, Senior Deputy District Attorney Consumer Protection Unit Santa Barbara County District Attorney's Office 1105 Santa Barbara Street Santa Barbara, CA 93101 805-568-2300 Fax: 805-568-2398 Al Bender Deputy District Attorney Consumer Protection Unit Santa Clara County District Attorney's Office 70 West Hedding Street West Wing, 4th Floor San Jose, CA 95110 408-792-2568 Fax: 408-279-8742 Patricia McRae, Director of Mediation Services Santa Clara County Consumer Protection Unit 70 West Hedding Street West Wing, 4th Floor San Jose, CA 95110 408-792-2880 (consumer protection) 408-792-2881 (small claims advisory) Fax: 408-279-8742 Web site: claraweb.co.santa-clara.ca.us/da/compform.htm Robin McFarland Gysin Coordinator, Div. of Consumer Affairs Santa Cruz Co. District Attorney's Office 701 Ocean Street, Room 200 Santa Cruz, CA 95060 408-454-2050 TDD/TTY: 408-454-2123 Fax: 408-454-2227 Web site: www.CO.Santa-Cruz.CA/US Criselda Gonzalez Deputy District Attorney Consumer Affairs Unit Solano Co. District Attorney's Office 600 Union Avenue Fairfield, CA 94533 707-421-6859 Fax: 707-421-7986 Thomas Quinlan Deputy District Attorney Consumer Fraud Unit Stanislaus Co. District Attorney's Office P.O. Box 442 Modesto, CA 95353-0442 209-525-5550 Fax: 209-525-5545 Melodianne Duffy, Supervisor Consumer Mediation Section Ventura County District Attorney's Office 800 South Victoria Avenue Ventura, CA 93009 805-654-3110 Fax: 805-648-9255 E-mail: on web site Web site: www.Ventura.Org/VCDA Mark Jerome Jones Chief Deputy District Attorney Special Services Unit-Consumer/Environmental Yolo County District Attorney's Office P.O. Box 245 Woodland, CA 95776 916-666-8424 Fax: 916-666-8423 E-mail: YOLADA@aol.com City Offices Donald Kass Supervising Deputy City Attorney Consumer Protection Division Los Angeles City Attorney's Office 200 North Main Street 1600 City Hall East Los Angeles, CA 90012 213-485-4515 Fax: 213-237-0402 E-mail: dkass@atty.ca.la.ca.us Michael D. Rivo Head Deputy City Attorney San Diego City Attorney's Office Consumer and Environmental Protection Unit 1200 Third Ave. Suite 700 San Diego, CA 92101-4106 619-533-5600 (consumer complaints) Fax: 619-533-5504 Adam Radinsky Deputy City Attorney Consumer Protection, Fair Housing & Public Rights Division 1685 Main Street, Room 310 Santa Monica, CA 90401 310-458-8336 310-458-8370 (Spanish hotline) Fax: 310-395-6727 TDD/TTY: 310-458-8696 E-mail: teresa@pen.ci.santa-monica.ca.us Colorado State Office Consumer Protection Division Office of Attorney General 1525 Sherman Street, 5th Floor Denver, CO 80203-1760 303-866-5189 Toll free: 1-800-332-2071 Fax: 303-866-5691 County Offices Sarah Law, District Attorney Archuleta, LaPlata and San Juan Counties District Attorney's Office P.O. Drawer 3455 Durango, CO 81302 970-247-8850 Fax: 970-259-0200 Phillip Parrott, Chief Deputy District Attorney Denver District Attorney's Economic Crimes Unit 303 West Colfax Avenue, Suite 1300 Denver, CO 80204 303-640-5956 (administration) 303-640-3557 (complaints) TDD/TTY: 303-640-5127 Fax: 303-640-2592 Web site: infodenver.denver.co.us David Zook Chief Deputy District Attorney Economic Crime Division El Paso and Teller Counties District Attorney's Office 105 East Vermijo, Suite 205 Colorado Springs, CO 80903-2083 719-520-6002 Fax: 719-520-6006 Gus Sandstrom, District Attorney Pueblo County District Attorney's Office 201 West 8th Street, Suite 801 Pueblo, CO 81003 719-583-6030 Fax: 719-583-6666 A.M. Dominguez, District Attorney Tony Molocznik, Chief Investigator Weld County District Attorney's Office P.O. Box 1167 Greeley, CO 80632 970-356-4010 Fax: 970-352-8023 Connecticut State Offices Mark Shiffrin, Commissioner Department of Consumer Protection 165 Capitol Avenue Hartford, CT 06106 860-566-2534 Toll free in CT: 1-800-842-2649 Fax: 860-566-1531 Web site: www.state.ct.us/dcp/ Steven M. Rutstein Assistant Attorney General Antitrust/Consumer Protection Office of Attorney General 110 Sherman Street Hartford, CT 06105 860-808-5400 Fax: 860-808-5593 Web site: www.cslnet.ctstateu.edu/attygenl City Office Philip Cacciola, Director Middletown Office of Consumer Protection 245 DeKoven Drive Middletown, CT 06457 860-344-3491 TDD: 860-344-3521 Fax: 860-344-0136 Delaware State Offices Director Consumer Protection Unit Department of Justice 820 North French Street Wilmington, DE 19801 Outside DE: 302-577-8600 Fax: 302-577-6499 Toll free in DE: 1-800-220-5424 Eugene Hall, Deputy Attorney General Fraud and Consumer Protection Unit Office of Attorney General 820 North French Street Wilmington, DE 19801 302-577-8800 Toll free in DE: 1-800-220-5424 Fax: 302-577-3090 District of Columbia W. David Watts, Director Department of Consumer and Regulatory Affairs 614 H Street, NW, Room 1120 Washington, DC 20001 202-727-7120 TDD/TTY: 202-727-7842 Fax: 202-727-8073 Florida State Offices James Kelly, Director Department of Agriculture and Consumer Services Division of Consumer Services 407 South Calhoun Street Mayo Building, 2nd Floor Tallahassee, FL 32399-0800 Outside FL 850-488-2221 Toll free in FL: 1-800-435-7352 Fax: 850-487-4177 Web site: www.fl-ag.com Jack Norris Chief of Multi-State Litigation Consumer Litigation Section 110 SE 6th Street Fort Lauderdale, FL 33301 954-712-4600 Fax: 954-712-4706 Cecile Dykas Assistant Deputy Attorney General Economic Crimes Division Office of the Attorney General 110 SE 6th Street, 10th Floor Fort Lauderdale, FL 33301 954-712-4600 Fax: 954-712-4658 County Offices Mona Fandel, Director Broward County Consumer Affairs Division 115 S. Andrews Avenue Annex Room A460 Fort Lauderdale, FL 33301 954-765-5350, ext. 232 Fax: 954-765-5309 E-mail: mfandel@co.broward.fl.us Web site: www.co.broward.fl.us Leonard Elias, Consumer Advocate Metropolitan Dade County Consumer Protection Division 140 West Flagler Street, Suite 902 Miami, FL 33130 305-375-4222 Fax: 305-375-4120 Frederic Kerstein, Chief Dade County Economic Crime Unit Office of State Attorney 1350 NW 12th Avenue 5th Floor, Graham Building Miami, FL 33136-2111 305-547-0671 Harold Delk, Manager Hillsborough County Commerce Dept. Consumer Protection Unit P.O. Box 1110 Tampa, FL 33601 813-272-6750 Fax: 813-276-8646 Web site: www.hillsboroughcounty.org Carlos Morales, Chief Orange County Consumer Fraud Unit 415 North Orange Avenue P.O. Box 1673 Orlando, FL 32802 407-836-2490 Fax: 407-836-2376 Web site: www.onepgov.net Citizens Intake Office of the State Attorney 401 N. Dixie Highway, Suite 1100 West Palm Beach, FL 33401 561-355-7108 Toll free: 1-800-353-3859 Fax: 561-355-7192 Lawrence A. Breeden, Director Palm Beach County Division of Consumer Affairs 50 South Military Trail, Suite 201 West Palm Beach, FL 33415 561-233-4820 Toll free: 1-800-930-5124 (Palm Beach County only) Fax: 561-233-4838 Consumer Affairs/Code Compliance Manager Pasco County Consumer Affairs Division 7530 Little Road, Suite 140 New Port Richey, FL 34654 813-847-8110 813-847-8106 Fax: 813-847-8969 Sheryl Lord, Director Pinellas County Office of Consumer Protection 14250 49th Street N., 2nd Floor Clearwater, FL 34622-0268 813-464-6200 Fax: 813-464-6129 City Offices Helen Ridley Chief of Consumer Affairs City of Jacksonville Division of Consumer Affairs St. James Building 117 West Duval Street, Suite M-100 Jacksonville, FL 32202 904-630-3467 Fax: 904-630-3638 Katherine Bryant Department Secretary Lauderhill Consumer Protection Board 1176 NW 42nd Way Lauderhill, Fl 33313 954-321-2456 (Lauderhill residents only) Georgia State Office Barry Reid, Administrator Governor's Office of Consumer Affairs 2 Martin Luther King, Jr. Drive, SE Suite 356 Atlanta, GA 30334 404-656-3790 Toll free in GA (outside Atlanta area): 1-800-869-1123 Fax: 404-651-9018 Hawaii State Offices JoAnn Uchida, Executive Director Office of Consumer Protection Department of Commerce and Consumer Affairs 235 S. Beretania Street (96813) Room 801, P.O. Box 3767 Honolulu, HI 96812-3767 808-586-2636 Fax: 808-586-2640 Gene Murayama, Investigator Office of Consumer Protection Department of Commerce and Consumer Affairs 75 Aupuni Street Hilo, HI 96720 808-974-6230 Fax: 808-974-6233 Janice Borngraber, Investigator Office of Consumer Protection Department of Commerce and Consumer Affairs 54 High Street P.O. Box 1098 Wailuku, HI 96793 808-984-8244 Fax: 808-984-8245 Idaho State Offices Brett De Lange, Deputy Attorney General Office of the Attorney General Consumer Protection Unit 650 West State Street Boise, ID 83720-0010 208-334-2424 Toll free in ID: 1-800-432-3545 TDD/TTY: 208-334-2424 Fax: 208-334-2830 Web site: www.state.id.us/ag/middle\\consumer\\consumer.htm Illinois Governor's Office of Citizens Assistance 222 South College Street Springfield, IL 62706 217-782-0244 Toll free in IN: 1-800-642-3112 (handles problems related to state government) State Offices Patricia Kelly, Chief Consumer Protection Division Office of Attorney General 100 West Randolph 12th Floor Chicago, IL 60601 312-814-3000 TDD: 312-793-2852 Fax: 312-814-2593 Charles Gil Fergus, Bureau Chief Consumer Fraud Bureau 100 West Randolph, 12th Floor Chicago, IL 60601 312-814-3580 Toll free in IL: 1-800-386-5438 TDD: 312-814-3374 Fax: 312-814-2593 Office of Attorney General 1001 E. Main St. Carbondale, IL 62901 618-529-6400 Toll free in IL: 1-800-243-0607 (consumer hotline serving southern Illinois) TDD: 618-457-4421 Fax: 618-457-5509 Regional Offices Deborah Hagan, Bureau Chief Office of Attorney General Department of Consumer Affairs 500 South Second Street Springfield, IL 62706 217-782-1090 Toll free in IL: 1-800-243-0618 (handles problems related to state government) County Offices Joseph Hudson, Supervisor Consumer Fraud Division - 303 Cook County Office of State's Attorney 28 North Clark, Suite 400 Chicago, IL 60602 312-345-2400 Fax: 312-345-2401 William Haine, State's Attorney Madison County Office of State's Attorney 157 N. Main Street Suite 402 Edwardsville, IL 62025 618-692-6280 Fax: 618-656-7312 City Offices Caroline Shoenberger, Commissioner Chicago Department of Consumer Services 121 North LaSalle Street, Room 808 Chicago, IL 60602 312-744-4006 TDD: 312-744-9385 Fax: 312-744-9089 Web site: www.ci.chi.il.us Sharon Carter, Administrator Consumer Protection Office City of Des Plaines 1420 Miner Street Des Plaines, IL 60016 847-391-5006 Fax: 847-391-5378 Indiana State Office Lisa Hayes, Chief Counsel and Director Consumer Protection Division Office of Attorney General Indiana Government Center South 402 West Washington Street, 5th Floor Indianapolis, IN 46204 317-232-6330 Toll free in IN: 1-800-382-5516 Fax: 317-233-4393 E-mail: INATTGN@ATG.IN.US Web site: www.al.org/hoosieradvocate County Office Scott Newman Marion County Prosecuting Attorney 560 City-County Building 200 East Washington Street Indianapolis, IN 46204-3363 317-327-3892 TDD/TTY: 317-327-5186 Fax: 317-327-5409 E-mail: bphillip@ci.indianapolis.in.us Web site: www.indygov.org Iowa State Office William Brauch Assistant Attorney General Consumer Protection Division Office of the Attorney General 1300 East Walnut Street, 2nd Floor Des Moines, IA 50319 515-281-5926 Fax: 515-281-6771 E-mail: consumer@max.state.ia.us Web site: www.state.ia.us/government/ag/consumer.html Kansas State Office C. Steven Rarrick Deputy Attorney General Consumer Protection Division Office of Attorney General 301 West 10th Kansas Judicial Center Topeka, KS 66612-1597 913-296-3751 Toll free in KS: 1-800-432-2310 Fax: 913-291-3699 County Office Consumer Fraud Division Johnson County District Attorney's Office Johnson County Courthouse 100 North Kansas Ave. Olathe, KS 60061 913-764-8484, ext. 5287 Fax: 913-791-5011 Kentucky State Offices Todd Leatherman, Director Consumer Protection Division Office of the Attorney General 1024 Capital Center Drive Frankfort, KY 40601-8204 502-696-5389 Toll free in KY: 1-888-432-9257 Fax: 502-573-8317 Web site: www.law.state.ky.us/cp/default.htm E-mail: webmaster@mail.law.state.ky.us Robert Winlock, Administrator Consumer Protection Division Office of Attorney General 9001 Shelbyville Road, #3 Louisville, KY 40222 502-425-4825 Fax: 502-425-9406 Louisiana State Office Isabel Wingerter, Chief Consumer Protection Section Office of the Attorney General 1 America Place P.O. Box 94095 Baton Rouge, LA 70804-9095 504-342-9639 Toll free nationwide: 1-800-351-4889 Fax: 504-342-9637 Web site: www.laag.com County Office Andrea G. Ragas, Investigator Consumer Protection Division Jefferson Parish District Attorney's Office Gretna Courthouse Annex, 5th Floor Gretna, LA 70053 504-365-3334 504-368-1020 Fax: 504-368-4562 Maine State Offices William Lund, Director Office of Consumer Credit Regulation 35 State House Station Augusta, ME 04333-0035 207-624-8527 Toll free in ME: 1-800-332-8529 Fax: 207-582-7699 Stephen Wessler, Division Chief Public Protection Division Office of Attorney General 6 State House Station Augusta, ME 04333 207-626-8849 Maryland State Offices William Leibovici, Chief Consumer Protection Division 200 Saint Paul Place, 16th Floor Baltimore, MD 21202-2021 410-528-8662 (consumer complaint hotline) 410-576-6550 (consumer information) TDD: 410-576-6372 (MD only) Fax: 410-576-6566 and 410-576-7040 E-mail: consumer@oag.state.md.us Web site: www.oag.state.md.us Andrew Srebroski, Division Manager Business Licensing & Consumer Service Motor Vehicle Administration 6601 Ritchie Highway, N.E. Glen Burnie, MD 21062 410-768-7248 Fax: 410-768-7489 Larry Munson, Director Western Maryland Branch Office Consumer Protection Division Office of the Attorney General 138 East Antietam Street, Suite 210 Hagerstown, MD 21740-5684 301-791-4780 Emalu Myer Consumer Affairs Specialist Eastern Shore Branch Office Consumer Protection Division Office of the Attorney General 201 Baptist Street, Suite 30 Salisbury, MD 21801-4976 410-543-6620 Fax: 410-543-6642 County Offices Stephen Hannan, Administrator Howard County Office of Consumer Affairs 6751 Columbia Gateway Drive Columbia, MD 21046 410-313-6420 TDD: 410-313-6401 Fax: 410-313-6424 Joseph Giloley, Acting Director Montgomery County Office of Consumer Affairs 100 Maryland Avenue, 3rd Floor Rockville, MD 20850 301-217-7373 Fax: 301-217-7367 Sandra Peaches, Director Prince George's County Office of Business and Regulatory Affairs County Administration Building, Suite L1177 Upper Marlboro, MD 20772 301-952-5232 TDD: 301-925-5167 Fax: 301-952-4709 Massachusetts State Offices Tom Reilly, Attorney General Office of the Attorney General Consumer Protection and Antitrust Division One Ashburton Place Boston, MA 02108-1698 617-727-8400 The Consumer Hotline - information and referral to local county and city government consumer offices (listed below) that work in conjunction with the Department of the Attorney General Fax: 617-727-5765 Web site: www.magnet.state.ma.us/ag/ago.htm Office of the Attorney General - Springfield Consumer Protection and Antitrust Division 436 Dwight Street Springfield, MA 01103 413-784-1240 Fax: 413-784-1244 Daniel Grabuaskas, Director Executive Office of Consumer Affairs and Business Regulation One Ashburton Place, Room 1411 Boston, MA 02108 617-727-7780 (info and referral only) TDD/TTY: 617-727-1729 Fax: 617-227-6094 E-mail: ask@consumer.com Web site: www.consumer.com/consumer County Offices Berkshire County Consumer Advocates, Inc. 150 North Street Pittsfield, MA 01201 413-443-9128 Fax: 413-496-9225 Bentley Consumer Action Hotline Bentley College - Lindsay Hall 175 Forest Street Waltham, MA 02154 1-800-273-9494 Cambridge Consumers' Council 831 Massachusetts Ave. Cambridge, MA 02139 617-349-6150 Fax: 617-349-6148 www.ci.cambridge.ma.us/~Consumer Consumer Assistance Council, Inc. 149 Main Street PO Box 2445 Hyannis, MA 02601 508-771-0700 1-800-867-0701 Fax: 508-771-3011 Fall River Consumer Program One Government Center Fall River, MA 02722 508-324-2672 Fax: 508-324-2626 Paul A. Finnegan, Director Consumer Protection Division Northwestern District Attorney's Office 238 Main Street, 4th Floor Greenfield, MA 01301 413-774-5102 Fax: 413-773-3278 Consumer Protection Program Haverhill Community Action, Inc. 25 Locust Street Haverhill MA 01830 978-373-1971 Fax: 978-373-8966 Greater Lawrence Community Action, Inc. 350 Essex Street Lawrence, MA 01842 978-681-4990 Fax: 978-681-4949 Middlesex Community College Law Center 33 Kearney Square Room 117 Lowell, MA 01852 978-656-3342 Fax: 978-441-1749 Medford Community Advisory Commission 90 Main Street Medford, MA 02155 781-393-2460 Fax: 781-393-2342 Consumer Assistance Office of Metro West, Inc. 209 West Central Street Natick, MA 01760 508-651-8812 Fax: 508-651-8813 Newton-Brookline Consumer Office Newton City Hall 1000 Commonwealth Ave. Newton, MA 02159 617-552-7205 Fax: 617-964-4539 Consumer Protection Division Norfolk District Attorney's Office 10 Granite Street Quincy, MA 02169 781-984-5600, ext. 118 Fax: 781-770-3891 Mass PIRG Consumer Action Center Whipple Center 182 Green Street North Weymouth, MA 02191 781-335-0280 Fax: 781-340-3991 Consumer Affairs Office Revere City Hall 281 Broadway Revere, MA 02151 781-286-8114 Fax: 781-284-6999 Consumer Aid Program South Shore Community Action Council 265 South Meadow Rd. Plymouth, MA 02360 508-747-7575, ext. 25 or 26 Fax: 508-747-1250 D'Shone Swiney, Director Consumer Council of Worcester County 484 Main Street, 2nd Floor Worcester, MA 01608-1690 508-754-1176 Fax: 508-754-0203 City Offices Nancy Lo, Director Mayor's Office of Consumer Affairs and Licensing Boston City Hall, Room 817 Boston, MA 02201 617-635-3834 Fax: 617-635-4174 Jean Courtney, Director Consumer Information Center Springfield Action Commission P.O. Box 1449, Main Office Springfield, MA 01101 413-263-6513 (Hamden and Hampshire Counties) 413-263-6518 413-263-6519 Fax: 413-263-6514 Michigan State Offices Frederick Hoffecker, Assistant in Charge Consumer Protection Division Office of the Attorney General P.O. Box 30212 Lansing, MI 48909 517-373-1140 (complaint information) 517-373-1110 Fax: 517-335-1935 Rodger James, Director Bureau of Automotive Regulation Michigan Department of State Lansing, MI 48918-1200 517-373-4777 Toll free in MI: 1-800-292-4204 Fax: 517-373-0964 County Offices Mike Studders, Chief Investigator Bay County Consumer Protection Unit Bay County Building 515 Center Avenue Bay City, MI 48707-5994 517-895-4139 Fax: 517-895-4167 Margaret DeMuynck, Director Consumer Protection Department Macomb County Office of the Prosecuting Attorney 40 North Main Street, 6th Floor Mt. Clemens, MI 48043 810-469-5350 TDD: 810-466-8714 Fax: 810-469-5609 Web site: www.macomb.lib.mi.us/macatt City Office Esther K. Shapiro, Director City of Detroit Department of Consumer Affairs 1600 Cadillac Tower Detroit, MI 48226 313-224-3508 313-224-6995 (complaints) Fax: 313-224-2796 Minnesota State Office Curt Loewe Director, Consumer Services Division Minnesota Attorney General's Office 1400 NCL Tower 445 Minnesota Street St. Paul, MN 55101 612-296-3353 Toll free: 1-800-657-3787 TDD/TTY: 612-297-7206; TDD/TTY toll free: 1-800-366-4812 Fax: 612-282-5801 Web site: www.ag.state.mn.us/consumer E-mail: consumer.ag@state.mn.us County Office Hennepin County Citizen Information Hotline Office of Hennepin County Attorney C-2000 County Government Center Minneapolis, MN 55487 612-348-4528 TDD/TTY: 612-348-5875 Fax: 612-348-9712 Web site: www.co.hennepin.mn.us/coatty/hcatty.htm City Office James Moncur, Director Minneapolis Department of Regulatory Services Division of Licenses & Consumer Services City Hall, Room 1C 350 South 5th Street Minneapolis, MN 55415 612-673-2080 TDD/TTY: 612-673-3300/3360 Fax: 612-673-3399 E-mail: opa@ci.minneapolis.mn.us Web site: www.ci.minneapolis.mn.us Mississippi State Offices Joe Hardy, Director Bureau of Regulatory Services Department of Agriculture and Commerce 121 North Jefferson Street P.O. Box 1609 Jackson, MS 39201 601-354-7063 Fax: 601-354-6502 Leyser Q. Morris Director, Consumer Protection Division 802 North State Street, 3rd Floor P.O. Box 22947 Jackson, MS 39225-2947 601-359-4230 Toll free in MS: 1-800-281-4418 Fax: 601-359-4231 Web site: www.ago.state.ms.us/consprot.htm Missouri State Office Doug Ommen, Chief Counsel Consumer Complaint Unit Office of the Attorney General P.O. Box 899 Jefferson City, MO 65102 573-751-3321 Toll free in MO: 1-800-392-8222 TDD/TTY toll free in MO: 1-800-729-8668 Fax: 314-751-7948 Montana State Office Annie Bartos, Chief Legal Counsel Consumer Affairs Unit Department of Commerce 1424 Ninth Avenue Box 200501 Helena, MT 59620-0501 406-444-4312 Fax: 406-444-2903 Nebraska State Office Paul Potadle Assistant Attorney General Department of Justice 2115 State Capitol P.O. Box 98920 Lincoln, NE 68509 402-471-2682 Fax: 402-471-3297 Nevada State Offices Patricia Morse Jarman Commissioner of Consumer Affairs Department of Business and Industry 1850 East Sahara, Suite 101 Las Vegas, NV 89104 702-486-7355 Toll free: 1-800-326-5202 TDD: 702-486-7901 Fax: 702-486-7371 E-mail: consumer@govmail.state.nv.us Web site: www.state.nv.us/fyiconsumer/ Ray Trease Supervisory Compliance Investigator Consumer Affairs Division Department of Business and Industry 4600 Kietzke Lane, Bldg. B, Suite 113 Reno, NV 89502 702-688-1800 Toll free in NV: 1-800-326-5202 TDD: 702-486-7901 Fax: 702-688-1803 New Hampshire State Office Consumer Protection/Antitrust Bureau New Hampshire Attorney General's Office 33 Capitol Street Concord, NH 03301-6397 603-271-3641 TDD toll free: 1-800-735-2964 Fax: 603-271-2110 Web site: www.state.nh.us/oag/cpb.htm New Jersey State Office Mark Herr, Director New Jersey Consumer Affairs Division 124 Halsey Street Newark, NJ 07102 973-504-6200 Fax: 973-648-3538 TDD: 973-504-6588 E-mail: askconsumeraffairs@oag.lps.state.nj.us Web site: www.state.nj.us/lps/ca/home.htm Gail Lambert, Deputy Attorney General New Jersey Division of Law P.O. Box 45029 124 Halsey Street, 5th Floor Newark, NJ 07101 973-648-7457 Fax: 201-648-3879 E-mail: lambegai@smtp.lps.state.nj.us County Offices William Ross III, Director Atlantic County Consumer Affairs 1333 Atlantic Avenue 8th Floor Atlantic City, NJ 08401 609-345-6700 Fax: 609-343-2164 John Wassberg, Director Bergen County Office of Consumer Protection 21 Main Street, Room 101-E Hackensack, NJ 07601-7000 201-646-2650 Fax: 201-489-6095 Renee Borstad, Director/Superintendent Burlington County Office of Consumer Affairs/Weights and Measures 49 Rancocas Road P.O. Box 6000 Mount Holly, NJ 08060 609-265-5098 Fax: 609-265-5065 Patricia Tuck, Director/Superintendent Camden County Office of Consumer Protection/Weights and Measures Jefferson House Lakeland Road Blackwood, NJ 08012 609-374-6161 609-374-6001 Fax: 609-232-0748 E. Robert Spiegel, Director Cape May County Consumer Affairs 4 Moore Road Cape May Court House, NJ 08210 609-463-6475 Fax: 609-465-6189 Louis Moreno, Director Cumberland County Department of Consumer Affairs and Weights and Measures 788 East Commerce Street Bridgeton, NJ 08302 609-453-2203 Fax: 609-453-2206 Esther Chernofsky Senior Contact Person Essex County Consumer Services 15 South Munn Avenue 3rd Floor East Orange, NJ 07018 973-678-8071 Fax: 973-674-1209 Joseph Silvestro, Director Gloucester County Department of Consumer Protection/Weights and Measures 152 North Broad Street Woodbury, NJ 08096 609-853-3349 609-853-3358 TDD: 609-848-6616 Fax: 609-853-6813 Willie L. Flood, Director Hudson County Division of Consumer Affairs 595 Newark Avenue Jersey City, NJ 07306 201-795-6295 Fax: 201-795-6462 Helen Mataka, Director Hunterdon County Consumer Affairs P.O. Box 283 Lebanon, NJ 08833 908-236-2249 Donna Giovannetti, Division Chief Mercer County Consumer Affairs 640 South Broad Street Room 215, P.O. Box 8068 Trenton, NJ 08650-0068 609-989-6671 Fax: 609-989-6670 Lawrence Cimmino, Director Middlesex County Consumer Affairs 10 Corporate Place South Piscataway, NJ 08854 908-463-6000 Fax: 908-463-6008 Dorothy H. Avallone, Director Monmouth County Consumer Affairs 50 East Main Street P.O. Box 155 Freehold, NJ 07728-1255 732-431-7900 Fax: 732-845-2037 Kenneth Leake, Director Ocean County Department of Consumer Affairs PO Box 2191 Toms River, NJ 08754-2191 908-929-2105 Toll free in NJ: 1-800-722-0291 ex. 2105 Fax: 908-506-5330 Mary Ann Maloney, Director Passaic County Department of Consumer Affairs 401 Grand Street, Room 532 Paterson, NJ 07505 973-881-4547 Fax: 973-881-0012 Marianne Mattei Director Somerset County Consumer Affairs County Administration Building P.O. Box 3000 Somerville, NJ 08876-1262 908-231-7000, ext. 7400 Fax: 908-707-4127 Ollie Boone, Director Union County Consumer Affairs 300 North Avenue East P.O. Box 186 Westfield, NJ 07091 908-654-9840 Fax: 908-654-3082 City Offices John Ostrowski, Administrator Cinnaminson Consumer Affairs P.O. Box 2100 1621 Riverton Road Cinnaminson, NJ 08077 609-829-6000 Fax: 609-829-3361 Bernidine Jacobs, Director Livingston Consumer Affairs 357 South Livingston Avenue Livingston, NJ 07039 973-535-7976 Fax: 973-740-9408 Mary Moseley, Director Maywood Consumer Affairs 459 Maywood Avenue Maywood, NJ 07607 201-845-2900 201-845-5749 Fax: 201-909-0673 Genevieve Ross, Director Middlesex Borough Consumer Affairs 1200 Mountain Avenue Middlesex, NJ 08846 732-356-8090, ext. 250 Fax: 732-356-7954 Mildred Pastore, Director Mountainside Consumer Affairs 1455 Coles Avenue Mountainside, NJ 07092 908-232-6600 Max Moses, Deputy Mayor Director, Consumer Protection Township of North Bergen Municipal Building 4233 Kennedy Blvd. North Bergen, NJ 07047 201-330-7291 Fax: 201-392-8551 Annmarie Nicolette, Director Nutley Consumer Affairs Public Safety Building 228 Chestnut Street Nutley, NJ 07110 973-284-4936 Fax: 973-284-4906 Maria Sierra, Investigator Perth Amboy Consumer Affairs Office of Social Services Fayette and Reade Streets Perth Amboy, NJ 08861 732-826-4300 Fax: 908-826-8069 Priscilla Castles, Director Plainfield Action Services 510 Watchung Avenue Plainfield, NJ 07060 908-753-3519 Fax: 908-753-3540 Glenn Kienz, Town Attorney Secaucus Department of Consumer Affairs Municipal Government Center Secaucus, NJ 07094 201-330-2019 Marion Cramer, Director Township of Union Consumer Affairs Municipal Building 1976 Morris Avenue Union, NJ 07083 908-851-5477 908-688-2800, ext. 5458 Fax: 908-686-4664 Charles A. Stern, Director Wayne Township Consumer Affairs 475 Valley Road Wayne, NJ 07470 201-694-1800, ext. 3290 John Weitzel, Director Weehawken Consumer Affairs 400 Park Avenue Weehawken, NJ 07087 201-319-6005 Fax: 201-319-0112 Herb Gilsenberg, Director Woodbridge Consumer Affairs Municipal Building One Main Street Woodbridge, NJ 07095 732-634-4500, ext. 6058 Fax: 732-602-6016 New Mexico State Office Consumer Protection Division Office of Attorney General P.O. Drawer 1508 Santa Fe, NM 87504 505-827-6060 Toll free in NM: 1-800-678-1508 New York State Offices Susan Somers, Bureau Chief Bureau of Consumer Frauds and Protection Office of Attorney General State Capitol Albany, NY 12224 518-474-5481 Toll free in NY: 1-800-771-7755 TDD toll free: 1-800-788-9898 Fax: 518-474-3618 Web site: www.oag.state.ny.us Timothy S. Carey Chairman and Executive Director New York State Consumer Protection Board 5 Empire State Plaza, Suite 2101 Albany, NY 12223-1556 518-474-8583 Toll free in NY: 1-800-697-1220 Fax: 518-474-2474\ site: www.consumer.state.ny.us E-mail: groatn@consumer.state.ny.us Shirley Sarna, Bureau Chief Consumer Frauds and Protection Bureau Office of Attorney General 120 Broadway New York, NY 10271 212-416-8345 Toll free: 1-800-771-7755 TDD toll free: 1-800-788-9898 Regional Offices Michael Hanuszczak Assistant Attorney General In Charge Binghamton Regional Office State Office Building 44 Hawley Street, 17th Floor Binghamton, NY 13901 607-721-8779 Toll free: 1-800-771-7755 Fax: 607-721-8789 Erin M. Peradotto Assistant Attorney General in Charge Buffalo Regional Office Statler Towers 107 Delaware Avenue, 4th Floor Buffalo, NY 14202 716-853-6271 Fax: 716-847-7170 Toll free: 1-800-771-7755 Fax: 716-853-8414 (Mrs. Smith) Lynda Nicolino Assistant Attorney General in Charge Suffolk Regional Office Office of Attorney General 300 Motor Parkway, Suite 305 Hauppauge, NY 11788 516-231-2400 Fax: 516-435-4757 Thomas DeMaria Assistant Attorney General in Charge Nassau Regional Office Office of the Attorney General 200 Old Country Road New York, NY 11501 516-248-3302 Barbara Flatts Assistant Attorney General in Charge Harlem Regional Office Office of the Attorney General State Office Building 163 West 125th Street, 25th Floor New York, NY 10271-0332 212-961-4475 Fax: 212-961-4003 Kathleen Lawliss Assistant Attorney General in Charge Plattsburgh Regional Office Office of Attorney General 70 Clinton Street Plattsburgh, NY 12901 518-562-3288 Toll free: 1-800-771-7755 Fax: 518-562-3294 M. Kevin Coffey Assistant Attorney General in Charge Poughkeepsie Regional Office Office of Attorney General 235 Main Street, 3rd Floor Poughkeepsie, NY 12601 914-485-3900 Toll free: 1-800-771-7755 Fax: 914-452-3303 Renee Forgensi Davison Assistant Attorney General in Charge Rochester Regional Office Office of Attorney General 144 Exchange Blvd., 2nd Floor Rochester, NY 14614 716-546-7430 Toll free: 1-800-771-7755 TDD: 716-327-3249 Fax: 716-546-7514 Michael Hanuszczak Assistant Attorney General in Charge Syracuse Regional Office Office of Attorney General 615 Erie Blvd. West, Suite 102 Syracuse, NY 13204-2465 315-448-4800 Toll free: 1-800-771-7755 Fax: 315-448-4853 Fred Degan Assistant Attorney General in Charge Utica Regional Office Office of Attorney General 207 Genesee Street, Room 504 Utica, NY 13501 315-793-2225 Fax: 315-793-2228 Toll free: 1-800-771-7755 George Mead III Assistant Attorney General in Charge Watertown Regional Office Office of Attorney General Dulles State Office Building 317 Washington Street Watertown, NY 13601 315-785-2444 Fax: 315-785-2294 Toll free: 1-800-771-7755 Judith Seigel Assistant Attorney General in Charge Westchester Regional Office Office of Attorney General 143 Grand Street White Plains, NY 13501 914-422-8755 Fax: 914-422-8706 Toll free: 1-800-771-7755 County Offices Michael B. Whalen, Director Albany County Consumer Affairs Albany County Courthouse Albany, NY 12207 518-487-5048 Nelson Kranker, Director Dutchess County Department of Consumer Affairs 94-A Peach Road Poughkeepsie, NY 12601 914-486-2949 Fax: 914-486-2947 Candace Vogel Assistant District Attorney Consumer Fraud Bureau Erie County District Attorney's Office 25 Delaware Avenue Buffalo, NY 14202 716-858-2424 Fax: 716-858-7425 James Picken, Commissioner Nassau County Office of Consumer Affairs 160 Old Country Road Mineola, NY 11501 516-571-2600 Fax: 516-571-3389 Francis Phillips II, District Attorney Orange County District Attorney's Office 255 Main Street County Government Center Goshen, NY 10924 914-291-2050 Fax: 914-291-2085 James Farkas, Director Rockland County Office of Consumer Protection County Office Building 18 New Hempstead Road New City, NY 10956 914-638-5280 Fax: 914-638-5415 Douglas Briggs, Director Schenectady County Consumer Affairs 64 Kellar Avenue Schenectady, NY 12307 518-356-7473 Fax: 518-357-8319 Dennis Abbey, Director Steuben County Department of Weights, Measures and Consumer Affairs 3 East Pulteney Square Bath, NY 14810 607-776-9631 TDD: 607-776-9631, ext. 2406 Charles Gardner, Director Suffolk County Executive's Office of Consumer Affairs North County Complex, Bldg. 340 Veterans Memorial Highway Hauppauge, NY 12402 516-853-4600 Fax: 516-853-4825 Jon Van Vlack Consumer Affairs Director Ulster County District Attorney's Consumer Fraud Bureau 20 Lucas Avenue Kingston, NY 12401 914-340-3260 Richard Linkowski, Deputy Director Westchester County Department of Consumer Protection 112 East Post Road, 4th Floor White Plains, NY 10601 914-285-2155 Fax: 914-285-3115 Frank Castaldi, Jr., Chief Frauds Bureau Westchester County District Attorney's Office District Attorney's Office 111 Grove Street White Plains, NY 10601 914-285-3414 Fax: 914-285-3115 City Offices Ivan E. Young Citizen Advocate Office of Citizen Services Babylon Town Hall 200 E. Sunrise Highway Lindenhurst, NY 11757 516-957-7474 Town of Colonie Consumer Protection Memorial Town Hall Newtonville, NY 12128 518-783-2790 Stephen Pedone, Commissioner Mt. Vernon Office of Consumer Protection City Hall, 11th Floor Mount Vernon, NY 10550 914-665-2433 Fax: 914-665-2496 Jules Polonetsky, Commissioner New York City Department of Consumer Affairs 42 Broadway New York, NY 10004 212-487-4444 212-487-4481 (Spanish) 212-487-4488 (Chinese) 718-286-2296 (Korean) TDD: 212-487-4465 Fax: 212-487-4197 Web site: www.ci.nyc.ny.us/html/dca/home.html Isabel Butler, Director Queens Neighborhood Office New York City Department of Consumer Affairs 120-55 Queens Blvd. Room 301 Kew Gardens, NY 11424 718-286-2990 Fax: 718-286-2997 Schenectady Bureau of Consumer Protection City Hall, Room 204 Jay Street Schenectady, NY 12305 518-382-5061 Fax: 518-382-5074 John McCullough, Executive Director New Justice Conflict Resolution Services Inc. 1153 West Fayette Street, Suite 301 Syracuse, NY 13204 315-471-4676 Fax: 315-475-0769 Stan Alexander, Director Yonkers Office of Consumer Protection, Weights and Measures 87 Nepperhan Avenue Yonkers, NY 10701 914-377-6807 Fax: 914-377-6601 North Carolina State Office Alan Hirsch Special Deputy Attorney General Consumer Protection Section Office of Attorney General P.O. Box 629 Raleigh, NC 27602 919-716-6000 Fax: 919-716-6050 Web site: www.jus.state.nc.us/justice/cpsmain North Dakota State Offices Heidi Heitkamp Attorney General The State Capitol Building 600 East Boulevard Avenue Bismarck, ND 58505-0040 701-328-2210 TDD: 701-328-3409 Fax: 701-328-2226 Web site: www.state.nd.us/ndag Parrell D. Grossman, Director Consumer Protection and Antitrust Division Office of the Attorney General 600 East Boulevard Avenue Bismarck, ND 58505-0040 701-328-3404 Toll free in ND: 1-800-472-2600 TDD: 701-328-3409 Fax: 701-328-3535 Web site: www.state.nd.us/cpat/cpat.html County Office Kent Keys Executive Director Community Action Agency 1013 North 5th Street Grand Forks, ND 58203 701-746-5431 Toll free in ND: 1-800-450-1823 Fax: 701-746-0406 Ohio State Offices Helen MacMurray Consumer Protection Section Office of the Attorney General State Office Tower, 25th Floor 30 East Broad Street Columbus, OH 43215-3428 614-466-4986 (complaints) Toll free in OH: 1-800-282-0515 TDD: 614-466-1393 E-mail: consumer@ag.ohio.gov Robert Tongren Office of Consumers' Counsel 77 South High Street, 15th Floor Columbus, OH 43266-0550 614-466-9605 (outside OH) Toll free in OH: 1-877-PICKOCC (1-877-742-5622) E-mail: occ@occ.state.oh.us Web site: www.state.oh.us/cons/ County Offices David M. Guchman, Director Economic Crime Franklin County Office of Prosecuting Attorney 369 South High Street Columbus, OH 43215 614-462-3555 Fax: 614-462-6103 George Patricoff Assistant Prosecuting Attorney Montgomery County Fraud and Economic Crimes Division 301 West 3rd Street Dayton, OH 45402 513-225-4747 Fax: 513-225-3470 Victor Vigluicci, Prosecuting Attorney Portage County Office of Prosecuting Attorney 466 South Chestnut Street Ravenna, OH 44266-3000 330-296-4593 Fax: 330-297-3856 Maureen O'Connor Prosecuting Attorney Summit County Office of Prosecuting Attorney 53 University Avenue Akron, OH 44308-1680 330-643-2800 TDD/TTY: 330-643-8277 (criminal) Fax: 330-643-2137 (civil) City Offices Department of Neighborhood Services Division of Human Services/Office of Consumer Services City Hall, Room 126 801 Plum Street Cincinnati, OH 45202 513-352-3971 Fax: 513-352-5241 Levon Hays Youngstown Office of Consumer Affairs and Weights and Measures City Hall 26 South Phelps Street Youngstown, OH 44503-1318 330-742-8884 330-742-8885 330-743-1335 Fax: 330-743-1318 Oklahoma State Offices Charles Jones, Administrator Department of Consumer Credit 4545 N. Lincoln Blvd., Suite 260 Oklahoma City, OK 73105 405-521-3653 Fax: 405-521-6740 Anna Henderson, Consumer Representative Office of Attorney General Consumer Protection Unit 4545 N. Lincoln Blvd., Suite 260 Oklahoma City, OK 73105 405-521-2029 (consumer hotline) Fax: 405-528-1867 Oregon State Office Peter Sheperd, Attorney in Charge Financial Fraud Section Department of Justice 1162 Court St. NE Salem, OR 97310 503-378-4732 503-378-4320 (hotline) 503-229-5576 (in Portland only) Fax: 503-378-5017 Web site: www.doj.state.or.us/FinFraud/welcome3.html Pennsylvania State Offices Douglas P. Yauger, Director Bureau of Consumer Protection Office of the Attorney General Strawberry Square, 14th Floor Harrisburg, PA 17120 717-787-9707 Toll free in PA: 1-800-441-2555 Fax: 717-787-1190 Web site: www.attorneygeneral.gov E-mail: consumers@attorneygeneral.gov Irwin Popowsky, Consumer Advocate Office of Consumer Advocate Office of the Attorney General Forum Place, 5th Floor 555 Walnut Street Harrisburg, PA 17101-1921 717-783-5048 (for utilities only) Fax: 717-783-7152 E-mail: paoca@ptd.net Web site: www.oca.state.pa.us Regional Offices Michael Butler, Deputy Attorney General Bureau of Consumer Protection Office of the Attorney General 1251 South Cedar Crest Blvd. Suite 309 Allentown, PA 18103 610-821-6690 Fax: 610-821-6529 E. Barry Creany Senior Deputy Attorney General Bureau of Consumer Protection Office of the Attorney General 171 Lovell Avenue, Suite 202 Ebensburg, PA 15931 814-949-7900 Toll free in PA: 1-800-441-2555 Fax: 814-949-7942 Jesse Harvey Deputy Attorney General Bureau of Consumer Protection Office of the Attorney General 919 State Street, Room 203 Erie, PA 16501 814-871-4371 Fax: 814-871-4848 Bureau of Consumer Protection Office of the Attorney General 132 Kline Village Harrisburg, PA 17104 717-787-7109 Fax: 717-772-3560 Sherri G. Patchen Deputy Attorney General Bureau of Consumer Protection Office of the Attorney General 21 South 12th Street, 2nd Floor Philadelphia, PA 19107 215-560-2414 Toll free in PA: 1-800-441-2555 Stephanie Royal Deputy Attorney Bureau of Consumer Protection Office of the Attorney General Manor Complex, 6th Floor 564 Forbes Avenue Pittsburgh, PA 15219 412-565-5135 Toll free in PA: 1-800-441-2555 Fax: 412-565-5475 J.P. McGowan Deputy Attorney General, Bureau of Consumer Protection Office of the Attorney General Samter Building, Room 214 101 Penn Avenue Scranton, PA 18503-2025 717-963-4913 Fax: 717-963-3418 Toll free: 1-800-441-2555 County Offices Sydney Elkin, Director Beaver County Alliance for Consumer Protection 699 Fifth Street Beaver, PA 15009-1997 412-728-7267 Fax: 412-728-6762 A. Courtney Yelle, Director/Chief Sealer Bucks County Consumer Protection/ Weights and Measures 50 North Main Street Doylestown, PA 18901 215-348-7442 Fax: 215-348-4570 Robert Taylor, Director Chester County Weights and Measures/Consumer Affairs Government Services Center, Suite 390 601 Westtown Road West Chester, PA 19382-4547 610-344-6150 Toll free in PA: 1-800-692-1100 Ric LeBlanc, Director Cumberland County Consumer Affairs/Weights and Measures One Courthouse Square Carlisle, PA 17013-3330 717-240-6180 Fax: 717-240-6490 Evelyn Yancoskie, Director Delaware County Office of Consumer Affairs Media Courthouse 201 West Front Street Media, PA 19063 610-891-4865 Fax: 610-566-3947 Montgomery Co. Office of Consumer Affairs Montgomery County Courthouse P.O. Box 311 Norristown, PA 19404-0311 610-278-3565 717-963-4913 Toll free nationwide: 1-800-441-2555 Fax: 610-278-3556 or 717-963-3418 City Office Bruce Sagel Chief, Economic Crime Unit Philadelphia District Attorney's Office 1421 Arch Street Philadelphia, PA 19102 215-686-8750 Fax: 215-686-8765 Puerto Rico Jose Antonio Alicia Rivera, Secretary Department of Consumer Affairs Minillas Station, P.O. Box 41059 Santurce, PR 00940-1059 787-721-0940 Fax: 787-726-6570 E-mail: Jalicea@Caribe.net Jose A. Fuentes-Agostini, Secretary Department of Justice P.O. Box 902192 San Juan, PR 00902 787-721-2900 Fax: 787-725-2475 Rhode Island State Office Christine Jabor, Esq. Chief, Consumer Unit Department of the Attorney General 72 Pine Street Providence, RI 02903 401-274-4400 Toll free in RI: 1-800-852-7776 TDD: 401-453-0410 Fax: 401-277-1331 South Carolina State Offices Haviard Jones Senior Assistant Attorney General Office of the Attorney General P.O. Box 11549 Columbia, SC 29211 803-734-3970 Fax: 803-734-3677 Web site: www.scattorneygeneral.org Philip Porter Administrator/Consumer Advocate Department of Consumer Affairs 2801 Devine Street P.O. Box 5757 Columbia, SC 29250-5757 803-734-9452 Toll free in SC: 1-800-922-1594 Fax: 803-734-9365 E-mail: scdca@infoave.net Web site: www.state.sc.us/consumer W. Jefferson Bryson, Jr. State Ombudsman Office of Executive Policy and Program 1205 Pendleton Street, Room 308 Columbia, SC 29201 803-734-0457 TDD: 803-734-1147 Fax: 803-734-0546 South Dakota State Office John Strohman Director of Consumer Affairs Office of the Attorney General 500 East Capitol State Capitol Building Pierre, SD 57501-5070 605-773-4400 Toll free in SD: 1-800-300-1986 TDD: 605-773-6585 Fax: 605-773-4106 Tennessee State Offices Mark S. Williams, Director Division of Consumer Affairs Fifth Floor 500 James Robertson Parkway Nashville, TN 37243-0600 615-741-4737 Toll free in TN: 1-800-342-8385 Fax: 615-532-4994 E-mail: mwilliams2@mail.state.tn.us Web site: www.state.tn.us/consumer Cynthia Carter Deputy Attorney General Division of Consumer Protection Office of Attorney General 425 Fifth Ave. N., 2nd Floor Nashville, TN 37243-0491 615-741-1671 Fax: 615-532-2910 Texas State Offices Paul Elliott Assistant Attorney General and Chief Consumer Protection Division Office of Attorney General P.O. Box 12548 Austin, TX 78711-2548 512-463-2070 Fax: 512-463-8301 Office of Public Insurance Counsel 333 Guadalupe, Suite 3-120 Austin, TX 78701 512-322-4143 Fax: 512-322-4148 Regional Offices Robert E. Reyna Assistant Attorney General Consumer Protection Division Dallas Regional Office Office of Attorney General 1600 Pacific Avenue, Suite 1700 Dallas, TX 75201-3513 214-969-5310 Fax: 214-969-7615 Luke Jordan Assistant Attorney General Consumer Protection Lubbock Regional Office Office of Attorney General 916 Main Street, Suite 806 Lubbock, TX 79401-3997 806-747-5238 Fax: 806-747-6307 Valli Jo Acosta Assistant Attorney General Consumer Protection El Paso Regional Office Office of Attorney General 310 North Mesa, Suite 900 El Paso, TX 79901-1301 915-542-4800 Fax: 915-542-1596 E-mail: VJA@OAG.STATE.TX.US John Owens Assistant Attorney General Consumer Protection Houston Regional Office Office of Attorney General 808 Travis, Suite 812 Houston, TX 77002 713-223-5886, ext. 118 Fax: 713-223-5821 E-mail: JOHN.OWENS@OAG.STATE.TX.US Ric Madrigal Assistant Attorney General Consumer Protection McAllen Regional Office Office of Attorney General 3201 North McColl Rd., Suite B McAllen, TX 78501 956-682-4547 Fax: 956-682-1957 Aaron Valenzuela Assistant Attorney General Consumer Protection San Antonio Regional Office Office of Attorney General 115 East Travis Street, Suite 925 San Antonio, TX 78205-1615 210-224-1007 Fax: 210-225-1075 County Office Russel Turbeville Assistant District Attorney and Chief Harris County Consumer Fraud Division Harris County District Attorney's Office 201 Fannin, Suite 200 Houston, TX 77002-1901 713-755-5836 Fax: 713-755-5262 City Offices Beverly Weaver, Director Department of Environmental and Health Services City Hall 1500 Marilla, Room 7A-North Dallas, TX 75201 214-670-5216 Fax: 214-670-3863 E-mail: BWEAVER@gwsmtp.ci.dallas.tx.us Linda Brown, Interim Director Economic Development City Hall 500 Marilla, Room 5C-South Dallas, TX 75201 214-670-1685 Fax: 214-670-0158 Utah State Office Francine Giani, Director Division of Consumer Protection Department of Commerce 160 East 300 South Box 146704 Salt Lake City, UT 84114-6704 801-530-6601 Toll free in UT: 1-800-721-7233 Fax: 801-530-6001 Vermont State Offices John Hasen Assistant Attorney General and Chief Public Protection Division Office of the Attorney General 109 State Street Montpelier, VT 05609-1001 802-828-5507 Fax: 802-828-2154 E-mail: jhasen@ag10.atg.state.vt.us Bruce Martell, Supervisor Consumer Assurance Section Department of Agriculture, Food and Market 116 State Street Montpelier, VT 05602 802-828-2436 Fax: 802-828-2361 Virgin Islands Louis Penn, Commissioner Department of Licensing and Consumer Affairs Property and Procurement Building Subbase #1, Room 205 St. Thomas, VI 00802 340-774-3130 Fax: 340-776-0605 Golden Rock Shopping Center Christiansted St. Croix, VI 00820 340-773-2226 Fax: 340-778-8250 Administrator's Complex St. John's, VI 00830 340-693-8036 Fax: 340-776-6992 Virginia State Offices Frank Seales, Jr., Chief Antitrust and Consumer Litigation Section Office of the Attorney General 900 East Main Street Richmond, VA 23219 804-786-2116 804-371-2086/2087 Robert Colvin, Program Manager Office of Consumer Affairs Department of Agriculture and Consumer Services Washington Building, Suite 100 P.O. Box 1163 Richmond, VA 23219 804-786-2042 Toll free in VA: 1-800-552-9963 TDD: 804-371-6344 Fax: 804-371-7479 County Offices Gail M. Lucas, Program Manager Office of Citizen and Consumer Affairs #1 Court House Plaza, Suite 310 2100 Clarendon Blvd. Arlington, VA 22201 703-358-3260 Fax: 703-358-3295 E-mail: GLUCAS@co.arlington.va.us Web site: www.co.arlington.va.us Ronald Mallard, Director Fairfax County Department of Telecommunications and Consumer Services 12000 Government Center Parkway Suite 433 Fairfax, VA 22035 703-222-8435 Fax: 703-222-5921 (mail companies only) City Offices Prescott Barbash, Administrator Alexandria Office of Consumer Affairs City Hall, P.O.Box 178 Alexandria, VA 22313 703-838-4350 TDD: 703-838-5056 Fax: 703-838-6426 E-mail: PBARBASH@capacces.org Robert Gill, Coordinator Division of Consumer Affairs City Hall Norfolk, VA 23510 757-664-4888 TDD/TTY: 757-441-1065 Fax: 757-664-4889 Web site: www.city.norfolk.va.us Cathy Townsend Parks, Director Consumer Affairs Division Office of the Commonwealth's Attorney Judicial Center, Bldg. 10B 2305 Judicial Blvd. Virginia Beach, VA 23456-9050 757-426-5836 Fax: 757-427-8779 Web site: www.virginia-beach.va.us/courts/oca/co.htm Washington State Offices Office of the Attorney General, Consumer Protection Division Toll free in Washington: 1-800-551-4636 (Consumer Resource Centers) Toll free in Washington: 1-800-692-5082 (ConsumerLine tapes) Toll free in Washington: 1-800-541-8898 (Lemon Law) Toll free in Washington: 1-800-276-9883 (TDD) Web Site: www.wa.gov/ago Hope Tuttle, Director of Consumer Services Office of the Attorney General 900 Fourth Avenue, Suite 2000 Seattle, WA 98164-1012 206-464-6684 Paul Corning, Director of Lemon Law Office of the Attorney General Lemon Law Adminstration 900 Fourth Ave, Suite 2000 Seattle, WA 98164-1012 206-587-4240 Consumer Resource Center Office of the Attorney General 103 E. Holly Street, Suite 308 Bellingham, WA 98225-4728 360-738-6185 Consumer Resource Center Office of the Attorney General 500 N. Moran Street, Suite 1250 Kennewick, WA 99336-2967 509-734-2967 Consumer Resource Center Office of the Attorney General 905 Plum Street, Building 3 P.O. Box 40118 Olympia, WA 98504-0118 360-753-6210 Consumer Resource Center Office of the Attorney General 1116 West Riverside Avenue Spokane, WA 99201-1194 509-456-3123 Consumer Resource Center Office of the Attorney General 1019 Pacific Avenue, Suite 300 Tacoma, WA 98402-4488 253-593-2904 Toll free in WA: 1-800-551-4636 TDD: 253-464-7293 TDD toll free: 1-800-276-9883 Consumer Resource Center Office of the Attorney General 1220 Main Street, Suite 510 Vancouver, WA 98660-2964 360-759-2150 City Offices Patrick Sainsbury Chief Deputy Prosecuting Attorney Fraud Division 900 4th Avenue, #1002 Seattle, WA 98164 206-296-9010 Fax: 206-296-9009 E-mail: pat.sainsburg@metrokc.gov Web site: www.metrokc.gov/proatty/ Mel McDonald, Director Revenue and Consumer Affairs Seattle Department of Finance 600 4th Avenue, #103 Seattle, WA 98104-1891 206-684-8625 Fax: 206-684-8625 E-mail: peggie.scott@ci.seattle.wa.us Craig Leisy Consumer Affairs Supervisor Revenue and Consumer Affairs Seattle Department of Finance 805 South Dearborn Seattle, WA 98134 206-386-1298 206-386-1296 Fax: 206-386-1129 Web site: www.PAN.ci.seattle.wa.us/ESD/consumer/default.htm Ed Gonzaga, Consumer Affairs Inspector Executive Services Department Revenue and Consumer Affairs Division of Finance 600 4th Avenue, #103 Seattle, WA 98104-1891 206-233-7837 Fax: 206-684-5170 E-mail: edgonzaga@ci.seattle.wa.us Web site: 199.174.51.22/esd/home.htm West Virginia ** State Offices Jill Miles Deputy Attorney General Consumer Protection Division Office of the Attorney General 812 Quarrier Street, 6th Floor P.O. Box 1789 Charleston, WV 25326-1789 304-558-8986 Toll free in WV: 1-800-368-8808 Fax: 304-558-0184 Karl Angell, Jr., Director Division of Weights and Measures 570 MacCorkle Avenue St. Albans, WV 25177 304 722-0602 Fax: 304-722-0605 City Office Nemo Nearman, Director City of Charleston Department of Consumer Protection P.O. Box 2749 Charleston, WV 25330 304-348-6439 Fax: 304-348-8157 Wisconsin State Offices William Oemichen, Administrator Division of Trade and ConsumerProtection Department of Agriculture, Trade and Consumer Protection 2811 Agriculture Dr., P.O. Box 8911 Madison, WI 53708 608-224-4976 Toll free in WI: 1-800-422-7128 Fax: 608-224-4939 Margaret Quaid, Regional Supervisor Division of Trade and Consumer Protection Department of Agriculture, Trade and Consumer Protection 3610 Oakwood Hills Parkway Eau Claire, WI 54701-7754 715-839-3848 Toll free in WI: 1-800-422-7128 Fax: 715-839-1645 Judy Cardin, Regional Supervisor Division of Trade and Consumer Protection Department of Agriculture, Trade and Consumer Protection 200 North Jefferson Street, Suite 146A Green Bay, WI 54301 920-448-5110 Toll free in WI: 1-800-422-7128 TDD: 608-224-5058 Fax: 920-448-5118 Elmer Prenzlow, Regional Supervisor Consumer Protection Regional Office Department of Agriculture, Trade and Consumer Protection 10930 W. Potter Road, Suite C Milwaukee, WI 53226-3450 414-226-1231 Toll free: 1-800-422-7128 County Offices Frederic Matestic Assistant District Attorney Milwaukee County District Attorney's Office Consumer Fraud Unit 821 West State Street, Room 412 Milwaukee, WI 53233-2485 414-278-4585 Fax: 414-223-1955 James Dehne Consumer Fraud Investigator Racine County Sheriff's Department 717 Wisconsin Avenue Racine, WI 53403 414-636-3125 Toll free: 1-800-242-4202, ext. 3125 Fax: 414-637-5279 Wyoming State Office Mark Moran Assistant Attorney General Office of the Attorney General 123 State Capitol Building Cheyenne, WY 82002 307-777-7874 Fax: 307-777-6869 State Agencies on Aging The offices listed in this section coordinate services for older Americans. They provide information on services, programs and opportunities for these consumers. (This list is printed in larger type for the benefit of older consumers.) Alaska Jane Demmert Director, Alaska Commission on Aging Division of Senior Services P.O. Box 110209 Juneau, AK 99811-0209 907-465-3250 Fax: 907-465-4716 E-mail: acoa@admin.state.ak.us or nanlathrop@admin.state.ak.us Arizona Henry Blanco Administrator, Aging and Adult Administration Site Code 950A Department of Economic Security 1789 West Jefferson Street Phoenix, AZ 85007 602-542-4446 Fax: 602-542-6575 TDD/TTY: 602-542-6435 Arkansas Betty French Information Specialist, Division of Aging and Adult Services Department of Human Services P.O. Box 1437 Slot 1412 Little Rock, AR 72203-1437 501-682-2441 Fax: 501-682-8155 California Dixon Arnett Director, Department of Aging 1600 K Street Sacramento, CA 95814 916-322-3887 Fax: 916-324-1903 TDD toll free nationwide: 1-800-735-2929 Colorado Rita Barreras Director, Aging and Adult Service Department of Social Services 110 16th Street, Suite 200 Denver, CO 80202-4147 Fax: 303-620-4191 TDD: 303-620-4147 Connecticut Christine Lewis Director, Community Services Department of Social Services Elderly Services Division 25 Sigourney Street, 10th Floor Hartford, CT 06106-5033 860-424-5277 Toll free in CT: 1-800-443-9946 Fax: 860-424-4966 Delaware Eleanor Cain Director, Div. Services for Aging and Adults with Physical Disabilities DDHSS 1901 North DuPont Highway New Castle, DE 19720 302-577-4791 Toll free nationwide: 1-800-223-9074 Fax: 302-577-4793 E-mail: Ecain@state.de.us District of Columbia Sammy A. Gawad Acting Director, D.C. Office on Aging 441 Fourth Street, NW Suite 900 South Washington, DC 20001 202-724-5622 Fax: 202-724-4979 TDD: 202-724-8925 Web site: www.ci.washington.dc.us Jearline Williams Executive Director, Department of Human Services 2700 Martin Luther King Ave., SE 801 East Building Washington, DC, 20032 202-279-6002 Fax: 202-279-6014 Florida Bentley Lipscomb Secretary, Florida Department of Elder Affairs 4040 Esplanade Way Tallahassee, FL 32399-7000 850-414-2000 Fax: 850-414-2004 TDD: 850-414-2001 Georgia Judy Hagebak Director, Division of Aging Services Department of Human Resources 2 Peachtree Street, NW 26th Floor, Suite 385 Atlanta, GA 30303 404-657-5258 Fax: 404-657-5285 Guam Arthur U. San Agustin Administrator, Division of Senior Citizens Department of Public Health and Social Services P.O. Box 2816 Agana, GU 96932 671-475-0263 Fax: 671-477-2930 E-mail: arthursa@ns.gov.gu Web site: www.mail.admin.gov.gu/pubhealth Hawaii Marilyn Seely Director, Executive Office on Aging 250 South Hotel Street Suite 107 Honolulu, HI 96813-2831 808-586-0100 Toll free in HI: 1-800-468-4644, ext. 60100 Fax: 808-586-0185 Idaho Arlene Davidson Director, Idaho Commission on Aging 700 West Jefferson, Room 108 P.O. Box 83720 Boise, ID 83720-0007 208-334-3833 Toll free: 1-800-377-1363 Fax: 208-334-3033 TDD/TTY toll free in ID: 1-800-377-3529 Illinois Maralee Lindley Director, Department on Aging 421 East Capitol Avenue, #100 Springfield, IL 62701-1789 217-785-3356 Chicago Office: 312-814-2630 Fax: 217-785-4477 TDD toll free in IL: 1-800-252-8966 E-mail: ilsenior@age084rl.state.il.us Web site: www.state.il.us/aging/ Indiana Geneva Shedd Acting Director, Division of Disability, Aging and Rehabilitative Services Bureau of Aging and In-Home Services 402 W. Washington Street Indianapolis, IN 46207-7083 317-232-1147 Toll free nationwide: 1-800-545-7763 Fax: 317-232-7867 TDD toll free in IN: 1-800-962-8408 Web site: www.state.in.us Iowa Betty Grandquist Executive Director, Department of Elder Affairs Clemens Building, 3rd Floor 200 Tenth Street Des Moines, IA 50309-3609 515-281-5187 Fax: 515-281-4036 TDD: 515-281-5188 Kansas Thelma Hunter Gordon Secretary, Department on Aging Docking State Office Building, Room 150 915 SW Harrison Tokepa, KS 66612-1505 913-296-4986 Toll free in KS: 1-800-432-3535 Fax: 913-296-0256 TDD: 913-291-3167 Kentucky Department of Social Services CHR Bldg., 5th West 275 East Main Street Frankfort, KY 40521 502-564-6930 Fax: 502-564-4595 Louisiana Governor's Office of Elderly Affairs P.O. Box 80374 Baton Rouge, LA 70898-0374 504-342-7100 Toll free in LA: 1-800-259-4990 (elderly protection/ombudsman hotline) Fax: 504-342-7144 Maine Christine Gianopoulos Director, Bureau of Elder and Adult Services Department of Human Services State House, Station 11 35 Anthony Avenue Augusta, ME 04333-0011 207-624-5335 Fax: 207-624-5361 TDD: 207-624-5442; TDD/TTY Toll free in ME: 1-888-720-1925 Web site: www.state.me.us/beas Maryland Sue Fryer Ward Director, Office on Aging State Office Bldg., Room 1007 301 West Preston Street Baltimore, MD 21201 410-767-1102 Toll free in MD: 1-800-243-3425 Fax: 410-333-7943 TDD: 410-767-1083 Massachusetts Franklin Ollivierre Secretary, Executive Office of Elder Affairs One Ashburton Place 5th Floor Boston, MA 02108 617-727-7750 Toll free in MA: 1-800-882-2003 Fax: 617-727-9368 TDD toll free: 1-800-872-0166 Michigan Lynn Alexander Director, Office of Services to the Aging P.O. Box 30676 Lansing, MI 48909-8176 Main phone line: 517-373-8230 Fax: 517-373-4092 TDD: 517-373-4096 Web site: mass.iog.wayne.edu/ Minnesota James Varpness Executive Secretary, Minnesota Board on Aging 444 Lafayette Road St. Paul, MN 55155-3843 612-296-2770 Toll free in MN: 1-800-882-6262 Fax: 612-297-7855 Mississippi Eddie Anderson Director, Division of Aging and Adult Services 750 North State Street Jackson, MS 39202 601-359-4925 Toll free in MS: 1-800-948-3090 Fax: 601-359-4370 Missouri Andrea Routh Director, Division on Aging Department of Social Services P.O. Box 1337 615 Howerton Court Jefferson City, MO 65102-1337 573-751-3082 Fax: 573-751-8687 TDD toll free nationwide: 1-800-735-2966 E-mail: pwoodsma@mail.state.mo.us Montana Charles Rehbein Bureau Chief, Office on Aging 111 North Sanders Room 210 Helena, MT 59620 406-444-4077 Toll free in MT: 1-800-332-2272 Fax: 406-444-7433 Nebraska Dennis Loose Chief Deputy Director, Department on Aging, Nebraska Department of Health and Human Services P.O. Box 95044 301 Centennial Mall, South, 3rd Fl. Lincoln, NE 68509-5044 402-471-2306 Fax: 402-471-0820 TDD toll free in NE: 1-800-942-7830 Nevada Carla Sloan Acting Administrator, Division for Aging Services Department of Human Resources 340 North 11th Street, Suite 203 Las Vegas, NV 89101 702-486-3545 Toll free: 1-800-AGE-DNEV Fax: 702-486-3572 (Las Vegas) 702-687-4264 (Carson City) TDD: 702-486-3420 E-mail: csloan@govmail.state.nv.us Web site: www.state.nv.us New Hampshire Rick Crocker Director, Division of Elderly and Adult Services State Office Park South 115 Pleasant Street, Annex Bldg. #1 Concord, NH 03301-6501 603-271-4680 Toll free in NH: 1-800-351-1888 Fax: 603-271-4643 TDD toll free in NH: 1-800-735-2964 New Jersey Ruth Reader Assistant Commissioner, Department of Health and Senior Services Division of Senior Affairs 101 South Broad Street, P.O. Box 807 Trenton, NJ 08625-0807 609-292-3766 Toll free in NJ: 1-800-792-8820 Fax: 609-633-6609 New Mexico Michelle Lujan Grishan Director, State Agency on Aging La Villa Rivera Bldg. 228 E. Palace Avenue, Ground Floor Santa Fe, NM 87501 505-827-7640 Toll free in NM: 1-800-432-2080 Fax: 505-827-7649 New York Walter Hoefer Director, New York State Office for the Aging 2 Empire State Plaza Albany, NY 12223-1251 518-474-5731 Fax: 518-474-0608 TDD toll free in NY: 1-800-342-9871 Web site: www.aging.state.ny.us/nysofa North Carolina Bonnie Cramer Director, Division of Aging CB 29531 693 Palmer Drive Raleigh, NC 27626-0531 919-733-3983 Fax: 919-733-0443 North Dakota Linda Wright Director, Department of Human Services 600 South Second Street Suite 1C Bismarck, ND 58504-5729 701-328-8910 Toll free in ND: 1-800-755-8521 Fax: 701-328-8989 Ohio Judith Brachman Director, Ohio Department of Aging 50 West Broad Street, 9th Floor Columbus, OH 43215-5928 614-466-5500 Fax: 614-466-5741 Oklahoma Roy Keen Division Administrator, Services for the Aging Department of Human Services P.O. Box 25352 Oklahoma City, OK 73126 405-521-2281 405-521-2327 Toll free in OK: 1-800-211-2116 Fax: 405-521-2086 Norma Goff Programs Administrator, Home and Community Based Services Department of Human Services P.O. Box 25352 Oklahoma City, OK 73126 405-521-4165 405-522-3068 Toll free in OK: 1-800-211-2116 Fax: 405-521-2086 Oregon Roger Auerbach Administrator, Senior and Disabled Services Division 500 Summer Street, NE, 2nd Floor Salem, OR 97310-1015 Toll free in OR: 1-800-282-8096 Fax: 503-373-7823 TDD: 503-945-5811 Pennsylvania Richard Browdie Secretary, Department of Aging 400 Market Street 6th Floor Harrisburg, PA 17101-2301 717-783-1550 Fax: 717-772-3382 Puerto Rico Ruby Rodriguez Ramirez M.H.S.A. Executive Director, Governor's Office of Elderly Affairs P.O. Box 50063 Old San Juan Station, PR 00902 787-721-5710 787-721-4560 Fax: 787-721-6510 Rhode Island Barbara Casey Ruffino Director, Department of Elderly Affairs 160 Pine Street Providence, RI 02903-3708 401-277-2858 Fax: 401-277-1490 TDD toll free in RI: 1-800-322-2880 South Carolina Constance Rinehart Deputy Director, Department of Health and Human Services Office on Aging P.O. Box 8206 Columbia, SC 29202-8206 803-253-6100 Toll free in SC: 1-800-868-9095 Fax: 803-253-4137 South Dakota Gail Ferris Administrator, Office of Adult Services and Aging Richard Kneip Building 700 Governors Drive Pierre, SD 57501 605-773-3656 Fax: 605-773-6834 E-mail: GAILF@SS.STATE.SD.US Tennessee Emily Wiseman Director, Commission on Aging 500 Deaderick Street Andrew Jackson Building, 9th Floor Nashville, TN 37243-0860 615-741-2056 Voice relay service: 1-800-848-0299 Fax: 615-741-3309 TDD toll free nationwide: 1-800-848-0298 E-mail: jharpe19@mail.idt.net Texas Mary Sapp Executive Director, Department on Aging 4900 North Lamar Austin, TX 78751-2399 512-424-6840 Fax: 512-424-6890 TDD/TTY toll free nationwide: 1-800-252-9240 Web site: www.tdoa.state.tx.us Utah Helen Goddard Director, Division of Aging and Adult Services P.O. Box 45500 Salt Lake City, UT 84145-0500 801-538-3910 Fax: 801-538-4395 E-mail: INET:HSADM2.HGODDARD@EMA.STATE.UT.US Web site: www.dhs.state.ut.us Vermont David Yaczone Commissioner, Department of Aging and Disabilities Waterbury Complex 103 South Main Street Waterbury, VT 05671-2301 Fax: 802-241-2325 TDD: 802-241-2400 Virgin Islands Catherine Mills Commissioner, Department of Human Services Knud Hansen Complex, Bldg. A 1303 Hospital Ground Charlotte Amalie, VI 00802 340-774-0930 Fax: 340-774-3466 Virginia Thelma Bland Watson Commissioner, Department for the Aging 1600 Forest Avenue, #102 Richmond, VA 23229 Fax: 804-662-9354 TDD: 804-662-9333 Web site: www.aging.state.va.us Washington Ralph Smith Assistant Secretary, Aging and Adult Services Administration Dept. of Social and Health Services P.O. Box 45050 Olympia, WA 98504-5050 360-902-7797 Toll free nationwide: 1-800-422-3263 Fax: 360-902-7848 West Virginia Patricia F. Bradford Commissioner, Bureau of Senior Services Commission on Aging 1900 Kanawha Blvd. East Holly Grove, Building 10 Charleston, WV 25305-0160 304-558-3317 Fax: 304-558-0004 Wisconsin Donna McDowell Director, Bureau of Aging and Long Term Care Resources Department of Health and Family Services 217 South Hamilton Street, Suite 300 Madison, WI 53703 608-266-2536 Fax: 608-267-3203 Wyoming Wayne Milton Chief Fiscal Officer, Office on Aging 139 Hathaway Building Cheyenne, WY 82002 307-777-7986 Toll free nationwide: 1-800-442-2766 Fax: 307-777-5340 E-mail: EVAJDA@MISSC.STATE.WY.US State Banking Authorities The officials listed below regulate and supervise state-chartered banks. Many of them handle or refer problems and complaints about other types of financial institutions as well. Some also answer general questions about banking and consumer credit. If you are dealing with a federally chartered bank, check the listing of Selected Federal Agencies. Alabama Wayne C. Curtis, Ph.D. Superintendent of Banks, Center for Commerce 401 Adams Avenue, #680 Montgomery, AL 36130-1201 334-242-3452 Fax: 334-242-3500 Alaska Willis Kirkpatrick Director of Banking, Securities and Corporations, Department of Commerce, State of Alaska P.O. Box 110807 Juneau, AK 99811-0807 907-465-2521 Fax: 907-465-2549 TDD: 907-465-5437 E-mail: DBSC@COMMERCE.STATE.AK.US Arizona Richard Houseworth Superintendent of Banks, Arizona State Banking Dept. 2910 North 44th Street Suite 310 Phoenix, AZ 85018 602-255-4421 Toll free in AZ: 1-800-352-8400 Fax: 602-381-1225 Arkansas Bill Ford Bank Commissioner Tower Building 323 Center Street, Suite 500 Little Rock, AR 72201-2613 501-324-9019 Fax: 501-324-9028 California Conrad Hewitt Commissioner, Department of Financial Institutions, State of California 111 Pine Street Suite 1100 San Francisco, CA 94111-5613 415-263-8507 Toll free in CA: 1-800-622-0620 (for consumer complaints against CA state-licensed banks, the 800 number reaches the Consumer Services Office, located in Sacramento, CA) Fax: 415-989-5310 Web site: www.dfi.ca.gov Colorado Richard Fulkerson State Bank Commissioner, Division of Banking 1560 Broadway Street Suite 1175 Denver, CO 80202 303-894-7575 Fax: 303-894-7570 Web site: www.dora.state.co.us/banking/ Connecticut John P. Burke Banking Commissioner Connecticut Department of Banking 260 Constitution Plaza Hartford, CT 06103 860-240-8100 Toll free in CT: 1-800-831-7225 Fax: 860-240-8178 E-mail: john.burke@po.state.ct.us Web site: www.state.ct.us/dob Delaware Timothy McTaggart State Bank Commissioner 555 E. Lockerman Street Suite 210 Dover, DE 19901 302-739-4235 Fax: 302-739-3609 District of Columbia J. Anthony Romero III Superintendent of Banking and Financial Institutions 717 14th Street, N.W. 11th Floor Washington, DC 20005 202-727-1563 Fax: 202-727-1588 E-mail: j1romero@yahoo.com Web site: www.ci.washington.dc.us/banking/ bankhome.htm Florida Robert Milligan State Comptroller State Capitol Tallahassee, FL 32399-0350 904-488-0370 Toll free in FL: 1-800-848-3792 Fax: 904-488-9818 E-mail: dbf@mail.dbf.state.fl.us Web site: www.dbf.state.fl.us/banking.html Georgia Steven D. Bridges Commissioner, Banking and Finance 2990 Brandywine Road Suite 200 Atlanta, GA 30341-5565 770-986-1633 Hawaii Lynn Y. Wakatsuki Commissioner, Financial Institutions, State of Hawaii P.O. Box 2054 Honolulu, HI 96805 808-586-2820 Toll free in Kauai: 1-800-274-3141 Toll free in Maui : 1-800-984-2400 Toll free in Hawaii : 1-800-974-4000 Toll free in Molokai & Lanai :1-800-468-4644 Fax: 808-586-2818 E-mail: DFI@LAVA.NET Idaho Gavin Gee Director, Department of Finance 700 West State Street 2nd Floor Boise, ID 83720-0031 208-332-8098 Toll free in ID: 1-888-346-3376 Fax: 208-334-2216 E-mail: GGEE@FIN.STATE.ID.US Web site: www2.state.id.us Illinois Jack Schaffer Commissioner of Banks and Real Estate, Office of Banks and Real Estate 500 E. Monroe Street Springfield, IL 62701 217-782-3000 312-793-3000 Fax: 217-524-5941 TDD: 217-524-6644 E-mail: BANKS@BRE084r1.state.il.us Web site: www.state.il.us/obr Indiana Charles Phillips Director, Department of Financial Institutions 402 W. Washington Street Room W-066 Indianapolis, IN 46204-2759 317-232-3955 Toll free in IN: 1-800-382-4880 Fax: 317-232-7655 E-mail: cphillips@dfi.state.in.us Iowa Michael Guttau Superintendent of Banking 200 East Grand Suite 300 Des Moines, IA 50309 515-281-4014 Toll free nationwide: 1-800-972-2018 Fax: 515-281-4862 Web site: www.state.ia.us/government/com/bank Kansas W. Newton Male State Bank Commissioner 700 Jackson Street Suite 300 Topeka, KS 66603-3714 785-296-2266 Fax: 785-296-0168 Kentucky Larry Lander Commissioner, Department of Financial Institutions 477 Versailles Road Frankfort, KY 40601 502-573-3390 Toll free: 1-800-223-2579 Fax: 502-573-8787 Web site: www.dfi.state.ky.us Louisiana Larry Murray Commissioner, Financial Institutions P.O. Box 94095 Baton Rouge, LA 70804-9095 504-925-4660 Fax: 504-925-4524 Maine H. Donald DeMatteis Superintendent of Banking 36 State House Station Augusta, ME 04333-0036 207-624-8570 Fax: 207-624-8590 TDD: 207-624-8563 Web site: www.state.me.us Maryland H. Robert Hergenroeder, Jr. Commissioner of Financial Regulation 500 North Calvert Street Baltimore, MD 21202 410-333-6812 Toll free in MD: 1-888-784-0136 Fax: 410-333-0475 TTY: 410-767-2117 E-mail: fin-reg@dllr.state.md.us Web site: www.dllr.state.md.us/finance/ Massachusetts Thomas Curry Commissioner of Banks 100 Cambridge Street Boston, MA 02202 617-727-3145 Toll free nationwide: 1-800-495-2265 Fax: 617-727-7631 TDD: 617-727-7625 Michigan Patrick McQueen Commissioner, Financial Institutions Bureau P.O. Box 30224 Lansing, MI 48909 517-373-3460 Fax: 515-335-1109; 517-335-0908 Web site: www.cis.state.mi.us Minnesota David Gruenes Deputy Commissioner, Enforcement and Licensing Division 133 East 7th Street St. Paul, MN 55101 612-296-2135 Toll free in MN: 1-800-657-3602 Fax: 612-296-8591 TDD: 612-296-2860 Mississippi Ronny G. Parham Commissioner, Department of Banking and Consumer Finance P.O. Box 23729 Jackson, MS 39225-3729 601-359-1031 Toll free in MS: 1-800-844-2499 Fax: 601-359-3557 Missouri Earl Manning Commissioner of Finance P.O. Box 716 Jefferson City, MO 65102 573-751-3242 Fax: 573-751-9192 TDD: toll free in MO: 1-800-735-2966 E-mail: finance@mail.state.mo.us Montana Donald Hutchinson Commissioner, Financial Institutions 846 Front Street P.O. Box 200546 Helena, MT 59620-0546 406-444-2091 Fax: 406-444-4186 Nebraska James Hansen Director of Banking and Finance 1200 N Street, Suite 311 Lincoln, NE 68508 402-471-2171 Fax: 402-471-3062 Web site: www.dbf.org Nevada L. Scott Walshaw Commissioner, Financial Institutions 406 East Second Street Suite 3 Carson City, NV 89701-4758 702-687-4259 Fax: 702-687-6909 New Hampshire A. Roland Roberge Bank Commissioner 169 Manchester Street Concord, NH 03301 603-271-3561 Fax: 603-271-1090 New Jersey Elizabeth Randall Commissioner, Department of Banking and Insurance 20 West State Street P.O. Box 040 Trenton, NJ 08625 609-292-3420 (banking) New Mexico William Verant Director, Financial Institutions Division P.O. Box 25101 Santa Fe, NM 87504 505-827-7100 Fax: 505-827-7107 New York Elizabeth McCaul Acting Superintendent of Banking, New York State Banking Department Two Rector Street New York, NY 10006-1894 212-618-6553 Toll free in NY: 1-800-522-3330 (consumer services hotline) Toll free in NY: 1-800-832-1838 (small business information) North Carolina Hal Lingerfelt Commissioner of Banks P.O. Box 10709 Raleigh, NC 27605 919-733-3016 Fax: 919-733-6918 Web site: www.banking.state.nc.us North Dakota Gary Preszler Commissioner of Banking and Financial Institutions 2000 Schafer Street Bismarck, ND 58501-1204 701-328-9933 Fax: 701-328-9955 TDD: Toll free in ND: 1-800-366-6888 E-mail: banking@BTIGATE.com Web site: www.state.nd.us/bank/banking.htm Ohio W. Curtis Stitt Superintendent, Division of Financial Institutions 77 South High Street 21st Floor Columbus, OH 43266-0121 614-644-1631 Oklahoma Mick Thompson Bank Commissioner 4545 North Lincoln Blvd. Suite 164 Oklahoma City, OK 73105 405-521-2782 Fax: 405-525-9701 Web site: www.state.ok.us Oregon Richard Nockleby Administrator, Division of Finance and Corporate Securities 350 Winter Street, NE Room 21 Salem, OR 97310 503-378-4140 Fax: 503-947-7862 TDD: 503-378-4387 Web site: www.cbs.state.or.us/external/dfcs Pennsylvania Richard Rishel Secretary of Banking 333 Market Street 16th Floor Harrisburg, PA 17101-2290 717-787-6991 Toll free in PA: 1-800-PA-BANKS Fax: 717-787-8773 TDD: Toll free: 1-800-679-5070 Puerto Rico Joseph O'Neill Commissioner of Financial Institutions 1492 Ponce de Leon Avenue Suite 600 San Juan, PR 00907-4127 787-723-3131 Fax: 787-723-4042 Rhode Island Edward D. Pare, Jr. Associate Director and Superintendent of Banking 233 Richmond Street Suite 231 Providence, RI 02903-4231 401-277-2405 Fax: 401-331-9123 TDD: 401-277-2223 South Carolina Louie Jacobs Commissioner of Banking 1015 Sumter Street Room 309 Columbia, SC 29201 803-734-2001 Fax: 803-734-2013 South Dakota Richard Duncan Director of Banking State Capitol Building 500 East Capitol Avenue Pierre, SD 57501-5070 605-773-3421 Fax: 605-773-5367 Tennessee Bill Houston Commissioner, Financial Institutions John Sevier Building 500 Charlotte Avenue, 4th Floor Nashville, TN 37243-0705 615-741-2236 Fax: 615-741-2883 E-mail: tsmith@mail.state.tn.us Texas Catherine Ghiglieri Banking Commissioner 2601 North Lamar Austin, TX 78705 512-475-1300 Fax: 512-475-3300 Web site: www.banking.state.tx.us Utah G. Edward Leary Commissioner, Financial Institutions P.O. Box 89 Salt Lake City, UT 84110-0089 801-538-8854 Fax: 801-538-8894 Vermont Elizabeth R. Costle Commissioner, Banking, Insurance, Securities and Health Care Administration 89 Main Street Drawer 20 Montpelier, VT 05620-3101 802-828-3301 Fax: 802-828-3306 Web site: www.state.vt.us/bis Virgin Islands Kenneth Mapp Lieutenant Governor, Commissioner of Insurance, Chairman of Banking Board Kongen's Garden #18 Charlotte Amalie St. Thomas, VI 00802 340-774-2991 Fax: 340-774-6953 Virginia E.J. Face, Jr. Commissioner, Financial Institutions 1300 E. Main Street Suite 800, P.O. Box 640 Richmond, VA 23218-0640 804-371-9657 Toll free in VA: 1-800-552-7945 Fax: 804-371-9416 TDD: 804-371-9206 Washington John Bley Director, Department of Financial Institutions P.O. Box 41200 Olympia, WA 98504-1200 360-902-8707 Fax: 360-586-5068 West Virginia Sharon Bias Commissioner of Banking, State Capitol Complex Building 3, Room 311 1900 Kanawha Blvd. East Charleston, WV 25305-0240 304-558-2294 Toll free in WV: 1-800-642-9056 Wisconsin Richard Dean Secretary, Department of Financial Institutions 345 W. Washington Ave 5th Floor P.O. Box 7876 Madison, WI 53707-7876 608-261-9555 Toll free in WI: 1-800-452-3328 Fax: 608-264-7968 Web site: badger.state.wi.us/agencies/dfi Wyoming L. Bruce Hendrickson Commissioner, Division of Banking Herschler Building 3rd Floor East Cheyenne, WY 82002 307-777-7797 Fax 307-777-3555 E-mail: bruceh@missc.state.wy.us Web site: audit.state.wy.us/banking/banking.htm State Insurance Regulators Each state has its own laws and regulations for all types of insurance, including car, homeowner and health insurance. The officials listed below enforce these laws. Many of these offices can provide you with information to help you make informed insurance buying decisions. Your local library also has information thatcan help you compare insurance companies before making a purchase. If you have a question or complaint about your insurance company's policies, contact the company before you contact the state insurance regulator. Alabama Michael DeBellis Acting Commissioner, Department of Insurance 201 Monroe Street, #1700 Montgomery, AL 36104 334-269-3550 Fax: 334-241-4192 Alaska Marianne K. Burke Director of Division of Insurance, Department of Commerce and Economic Development P.O. Box 110805 Juneau, AK 99811-0805 907-465-2515 Fax: 907-465-3422 E-mail: marianne_burke@commerce.state.ak.us Web site: www.commerce.state.ak.us Thelma Snow Jackson Deputy Director, Division of Insurance 3601 C Street, Suite 1324 Anchorage, AK 99503-5948 907-269-7900 Fax: 907-269-7912 TDD: 907-465-5437 E-mail: thelma_jackson@commerce.state.ak.us Web site: www.state.ak.us American Samoa Albert Atuatsi Insurance Commissioner, Office of the Governor Pago Pago, AS 96799 011-684-633-4116 Arizona John A. Greene Director, Department of Insurance 2910 North 44th Street Suite 210 Phoenix, AZ 85018-7256 602-912-8444 Toll free in AZ: 1-800-325-2548 Fax: 602-954-7008 (complaints) Web site: www.state.az.us/id Arkansas Mike Pickens Commissioner, Department of Insurance 1200 West 3rd Street Little Rock, AR 72201-1904 501-371-2600 Toll free: 1-800-852-5494 Toll free nationwide: 1-800-282-9130 Fax: 501-371-2618 California Charles Quackenbush Insurance Commissioner 300 Capitol Mall Suite 1500 Sacramento, CA 95814 916-492-3500 Toll free in CA: 1-800-927-4357 Fax: 916-445-5280 Web site: www.insurance.ca.gov Colorado Jack Ehnes Commissioner, Division of Insurance 1560 Broadway Suite 850 Denver, CO 80202 303-894-7499, ext. 4311 Fax: 303-894-7455 TDD/TTY: 303-894-2900 ext. 833 Web site: www.dora.state.co.us/Insurance Connecticut Raymond T. Claytor Director, Consumer Affairs, Department of Insurance P.O. Box 816 Hartford, CT 06142-0816 860-297-3800 George M. Reider, Jr. Commissioner, Department of Insurance P.O. Box 816 Hartford, CT 06142-0816 860-297-3800 Toll free: 1-800-203-3447 Fax: 860-297-3872 E-mail: gail.perry@pl.state.ct.us Web site: www.state.ct.us/cid Delaware Donna Lee H. Williams Commissioner, Department of Insurance 841 Silver Lake Blvd. Dover, DE 19904 302-739-4251 Toll free in DE: 1-800-282-8611 Fax: 302-739-5280 District of Columbia Patrick Kelly Acting Commissioner, Department of Insurance 441 4th Street, NW 8th Floor North Washington, DC 20001 202-727-8000, ext. 3007 Fax: 202-727-7940 Florida Bill Nelson Commissioner, Department of Insurance State Capitol Plaza Level Eleven Tallahassee, FL 32399-0300 850-922-3130 Toll free in FL: 1-800-342-2762 TDD toll free: 1-800-640-0886 Web site: www.doi.state.fl.us Georgia John Oxendine Commissioner, Insurance and Fire Safety Two Martin Luther King, Jr. Drive Atlanta, GA 30334 404-656-2070 Toll free in GA: 1-800-656-2298 Fax: 404-651-8719 TDD/TTY: 404-656-4031 Web site: www.state.ga.us/ga.ins.commission Hawaii Reynaldo D. Graulty Insurance Commissioner Department of Commerce and Consumer Affairs 250 S. King Street., 5th Floor P.O. Box 3614 (96811-3614) Honolulu, HI 96813 808-586-2790 Fax: 808-586-2806 Web site: www.hawaii.gov/insurance Idaho James Alcorn Director, Department of Insurance 700 W. State Street P.O. Box 83720 Boise, ID 83720-0043 208-334-4250 Toll free in ID: 1-800-721-3272 Fax: 208-334-4398 Web site: www.dol.state.id.us Illinois Tim Cena Office Manager and Staff Attorney Department of Insurance 100 West Randolph Street Suite 15-100 Chicago, IL 60601 312-814-2420 Fax: 312-814-5435 Mark Boozell Director, Department of Insurance 320 West Washington Street Springfield, IL 62767 217-782-4515 Fax: 217-782-5020 TDD: 217-524-4872 E-mail: director@ins084rl.state.il.us Web site: www.state.il.us/ins/ Indiana Sally McCarty Commissioner, Department of Insurance 311 West Washington Street Suite 300 Indianapolis, IN 46204-2787 317-232-2385 Toll free in IN: 1-800-622-4461 Toll free: 1-800-452-4800 (in-state senior health insurance information) Iowa Therese Vaughan Commissioner, Division of Insurance Lucas State Office Building 6th Floor Des Moines, IA 50319 515-281-5705 Fax: 515-281-3059 Web site: www.state.ia.us/government/com/ins/ins.htm Kansas Kathleen Sebelius Commissioner, Insurance Division 420 S.W. 9th Street Topeka, KS 66612-1678 785-296-3071 Toll free in KS: 1-800-432-2484 Fax: 785-296-2283 E-mail: ksebelius@ink.org Web site: www.ink.org/public/kid Kentucky George Nichols III Commissioner, Department of Insurance 215 West Main Street Frankfort, KY 40601 502-564-3630 Toll free: 1-800-595-6053 Fax: 502-564-1650 Web site: www.state.ky.us/agencies/insur/default.htm Louisiana James H. Brown Commissioner, Department of Insurance 950 North Fifth Street Baton Rouge, LA 70804-9214 504-342-5900 Toll free: 1-800-259-5300 or 5301 Fax: 504-342-7401 Web site: www.ldi.ldi.state.la.us/ Maine Alessandro Iuppa Superintendent, Bureau of Insurance 34 State House Station Augusta, ME 04333 207-624-8475 Toll free in ME: 1-800-300-5000 Fax: 207-624-8599 Maryland Steven B. Larsen Commissioner, Insurance Administration 525 St. Paul Place Baltimore, MD 21202 410-468-2000 Toll free nationwide: 1-800-492-6116 Fax: 410-333-6650 TDD/TTY toll free in MD: 1-800-735-2258 Web site: www.gacc.com/mia Massachusetts Linda Ruthardt Commissioner, Division of Insurance 470 Atlantic Avenue 6th Floor Boston, MA 02210-2223 617-521-7794 Fax: 617-521-7772 TDD: 617-521-7490 Michigan Dominic D'Annunzio Acting Commissioner, Michigan Insurance Bureau 611 West Ottawa Street, 2nd Floor North P.O. Box 30220 Lansing, MI 48933 517-373-9273 Fax: 517-335-4978 Minnesota Gary A. LaVasseur Deputy Commissioner of Enforcement and Licensing 133 East 7th Street St. Paul, MN 55101 612-296-2488 Toll free: 1-800-657-3602 E-mail: enforcement@state.mn.us Web site: www.commerce.state.mn.us Mississippi George Dale Commissioner of Insurance P.O. Box 79 Jackson, MS 39205 601-359-3569 Toll free in MS: 1-800-562-2957 Fax: 601-359-2474 Web site: www.doi.state.ms.us Missouri Jay Angoff Director, Department of Insurance 301 West High Street, 6 North Jefferson City, MO 65102-0690 573-751-2640 Toll free in MO: 1-800-726-7390 Montana Mark O'Keefe Commissioner, Department of Insurance 126 North Sanders, Mitchell Bldg., Room 270 P.O. Box 4009 (59604-4009) Helena, MT 59620 406-444-2040 Toll free in MT: 1-800-332-6148 Fax: 406-444-3497 Nebraska Timothy J. Hall Director, Department of Insurance 941 O Street Suite 400 Lincoln, NE 68508-3690 402-471-2201 Fax: 402-471-4610 TDD toll free: 1-800-833-7351 E-mail: ins1011@omhost.cdp.state.ne.us Web site: www.nol.org/home/NDOI Nevada Alice Molasky-Arman Commissioner, Division of Insurance 1665 Hot Springs Road, #152 Carson City, NV 89710 702-687-4270 Toll free in NV: 1-800-992-0900, ext. 4270 Fax: 702-687-3937 E-mail: commish@govmail.state.nv.us Web site: www.state.nv.us New Hampshire Charles Blossom Commissioner, Department of Insurance 169 Manchester Street Suite 1 Concord, NH 03301-5151 603-271-2261 Toll free in NH: 1-800-852-3416 Fax: 603-271-1406 TDD/TTY toll free in NH: 1-800-735-2964 New Jersey Elizabeth E. Randall Commissioner, Department of Insurance 20 West State Street P.O. Box 325 Trenton, NJ 08625 609-633-7667 Fax: 609-984-5273 New Mexico Christopher P. Krahling Superintendent, Department of Insurance P.O.Box 1269 Santa Fe, NM 87504-1269 505-827-4601 Toll free in NM: 1-800-947-4722 Fax: 505-827-4734 New York Consumer Services Bureau NYS Insurance Department Agency Bldg. 1-ESP Empire State Plaza Albany, NY 12257 518-474-6600 Consumer Services Bureau NYS Insurance Department 65 Court Street #7 Buffalo, NY 14202 716-847-7618 Consumer Services Bureau NYS Insurance Department 25 Beaver St. New York, NY 10014 212-480-6400 Toll free in NY: 1-800-342-3736 TDD toll free: 1-800-220-9250 North Carolina James E. Long Commissoner, Department of Insurance Dobbs Building, 430 North Salisbury Street P.O. Box 26387 Raleigh, NC 27611 919-733-7343 Toll free in NC: 1-800-662-7777 Fax: 919-733-6495 North Dakota Glenn R. Pomeroy Commissioner, Department of Insurance 600 East Boulevard Avenue Bismarck, ND 58505-0320 701-328-2440 Toll free in ND: 1-800-247-0560 Fax: 701-328-4880 Ohio Harold T. Duryee Director, Department of Insurance 2100 Stella Court Columbus, OH 43215-1067 614-644-2658 Toll free in OH: 1-800-686-1526 Fax: 614-644-3743 Oklahoma John Crawford Insurance Commissioner 3814 North Santa Fe Oklahoma City, OK 73118 405-521-2686 405-521-2828 (Oklahoma City area) Toll free in OK: 1-800-522-0071 Fax: 405-521-6652 Web site: www.oid.state.ok.us Oregon Nancy Ellison Administrator Insurance Division 350 Winter Street, NE Room 440-2 Salem, OR 97310-0765 503-947-7984 Fax: 503-378-4351 E-mail:dcbs.insmail@state.or.us Web site: www.cbs.state.or.us/external/ins/index.html Pennsylvania M. Diane Koken Insurance Commissioner 1326 Strawberry Square 13th Floor Harrisburg, PA 17120 717-787-2317 Puerto Rico Juan Antonio Garcia Commissioner of Insurance Fernandez Juncos Station 1607 Ponce de Leon Avenue Santurce, PR 00910 787-722-8686 Fax: 787-722-4402 Rhode Island Alfonso E. Mastrostefano Commissioner, Insurance Division 233 Richmond Street Suite 233 Providence, RI 02903-4233 401-277-2223 Fax: 401-751-4887 South Carolina Lee P. Jedziniak Director, Department of Insurance 1612 Marion Street P.O. Box 100105 (29202-3105) Columbia, SC 29201 803-737-6150 Toll free in SC: 1-800-768-3467 Fax: 803-737-6231 Web site: www.state.sc.us/doi/ South Dakota Darla L. Lyon Director, Division of Insurance, Department of Commerce and Regulation 118 West Capitol Pierre, SD 57501-2000 605-773-3563 Fax: 605-773-5369 E-mail: darlal@crpr1.state.sd.us Web site: www.state.sd.us/insurance Tennessee Doug Sizemore Commissioner, Department of Commerce and Insurance 500 James Robertson Parkway 5th Floor Nashville, TN 37243-0565 615-741-2241 615-741-2218 (consumer insurance services) Toll free in TN: 1-800-342-4029 (consumer insurance services) Toll free in TN: 1-800-525-2816 (counseling for seniors) Web site: www.state.tn.us/commerce/insurdiv.html Texas Elton Bomer Commisioner of Insurance 333 Guadalupe Street P.O. Box 149104 (78714-9104) Austin, TX 78701 512-463-6464 Toll free in TX: 1-800-252-3439 (consumer help line) Toll free: 1-800-599-SHOP (7467) (publications order line) Toll free: 1-800-799-MAPP (6277) (market assistance program) TDD toll free: 1-800-735-2989 Web site: www.tdi.state.tx.us Utah Merwin Stewart Commissioner, Department of Insurance 3110 State Office Building Salt Lake City, UT 84114 801-538-3805 Toll free in UT: 1-800-439-3805 Fax: 801-538-3829 TDD: 801-538-3826 Web site: www.ins-dept.state.ut.us Vermont Elizabeth R. Costle Commissioner, Department of Banking, Insurance, Securities and Health Care Administration 89 Main Street Drawer 20 Montpelier, VT 05620-3101 802-828-3302 Fax: 802-828-3301 Web site: www.state.vt.us/bis Virgin Islands Gwendolyn Brady Director of Insurance Kongen's Garden #18 St. Thomas, VI 00802 809-774-2991 Fax: 809-774-6953 Virginia Alfred W. Gross Commissioner, Bureau of Insurance, State Corporation Commission P.O. Box 1157 1300 East Main Street (23219) (only for special delivery and walkins) Richmond, VA 23218 804-371-9967 Toll free in VA: 1-800-552-7945 TDD: 804-371-9206 Web site: www.state.va.us/scc Washington Deborah Senn Insurance Commissioner 14th Avenue and Water Street P.O. Box 40255 Olympia, WA 98504-0255 360-753-3613 Toll free in WA: 1-800-562-6900 Fax: 360-586-3535 TDD: 360-664-3154 Web site: www.wa.gov/ins West Virginia Hanley C. Clark Commissioner, Department of Insurance 1124 Smith St. (25301) P.O.Box 50540 Charleston, WV 25305-0540 304-558-3354 Toll free in WV: 1-800-642-9004 Fax: 304-558-0412 Wisconsin Randy Blumer Acting Commissioner of Insurance 121 E. Wilson Street (53702) P.O. Box 7873 Madison, WI 53707-7873 608-266-0103 Toll free in WI: 1-800-236-8517 Fax: 608-261-9935 TDD/TTY toll free: 1-800-947-3529 E-mail: pdavalt@mail.state.wi.us Web site: badger.state.wi.us/agencies/oci Wyoming John McBride Commissioner, Department of Insurance Herschler Building 122 West 25th Street 3rd Floor East Cheyenne, WY 82002-0440 307-777-7401 Toll free in WY: 1-800-438-5768 E-mail: wyinsdep@missc.state.wy.us State Securities Administrators Each state has its own laws and regulations for securities brokers and for all types of securities, including stocks, mutual funds, commodities, real estate offerings, uninsured investment products sold by banks and others. The officials and agencies listed below enforce these laws and regulations. Many of these offices can provide you with information to help you make informed investment decisions. State securities agencies are also responsible for preventing fraud and abuse in the sale of all but the largest securities offerings. If you have a question or complaint about an investment you have made or are about to make, call the company or bank involved. If your complaint or question is not resolved, call the appropriate state securities agency and check the listing of Selected Federal Agencies for further information and assistance. Alabama Joseph P. Borg Director Securities Commission 770 Washington Street Suite 570 Montgomery, AL 36130-4700 334-242-2984 Toll free in AL: 1-800-222-1253 Fax: 334-242-0240 E-mail: alseccone@dsmd.dsmd.state.al.us Alaska Terry Elder Senior Examiner Department of Commerce and Economic Development P.O. Box 110807 Juneau, AK 99811-0807 907-465-2521 Fax: 907-465-2549 Arizona Investigator on Duty, Corporation Commission Securities Division 1300 West Washington 3rd Floor Phoenix, AZ 85007 602-542-4242 Fax: 602-594-7470 E-mail: accsec@ccsd.cc.state.az.us. Web site: www.cc.state.az.us Arkansas Mac Dodson Commissioner Securities Division Heritage West Building 201 East Markham, 3rd Floor Little Rock, AR 72201-1692 501-324-9260 Fax: 501-324-9268 E-mail: arsec@ccon.net California Dale E. Bonner Commissioner Department of Corporations 3700 Wilshire Blvd. Suite 600 Los Angeles, CA 90010-3001 213-736-2741 Toll free: 1-800-400-0815 (Health Plan issues only) Fax: 213-736-2117 Web site: www.corp.ca.gov Colorado Philip A. Feigin Securities Commissioner Division of Securities 1580 Lincoln Suite 420 Denver, CO 80203-1506 303-894-2320 Fax: 303-861-2126 TDD: 303-894-7880 Connecticut John Burke Banking Commissioner Department of Banking 260 Constitution Plaza Hartford, CT 06103-1800 860-240-8299 Toll free: 1-800-831-7225 Fax: 860-240-8178 Web site: www.state.ct.us Delaware Charles Walker Securities Commissioner Department of Justice Division of Securities State Office Building 820 N. French Street, 5th Floor Wilmington, DE 19801 302-577-8424 Fax: 302-655-0576 E-mail: pdailey@state.de.us District of Columbia Freda James Acting Director Office of Consumer Services D.C. Public Service Commission 717 14th Street, NW Washington, DC 20005 202-626-5152 Fax: 202-393-1389 TDD/TTY: 202-638-2428 E-mail: fjames@bellatlantic.net Florida Robert F. Milligan Comptroller Division of Securities 101 E. Gaines St. Tallahassee, FL 32399-0350 850-410-9805 Toll free in FL: 1-800-372-3792 Fax: 850-681-2428 Georgia Lewis A. Massey Secretary of State Divison of Securities and Business Regulation Two Martin Luther King, Jr. Drive West Tower, Suite 802 Atlanta, GA 30334 404-656-3920 Fax: 404-657-8410 Hawaii Russell H. Yamashita Commissioner of Securities Department of Commerce and Consumer Affairs P.O. Box 40 Honolulu, HI 96810 808-586-2744 808-586-2740 (Securities Enforcement Unit) Fax: 808-586-2733 Web site: www.hawaii.gov/dbedt Idaho Marilyn Scanlan Bureau Chief Securities Bureau P.O. Box 83720 Boise, ID 83720-0031 208-332-8004 Toll free in ID: 1-888-346-3378 Fax: 208-332-8099 E-mail: mscanlan@fin.state.id.us Web site: www.state.id.us/finance/dof.htm Tom Abel Consumer Credit Supervisor Department of Finance P.O. Box 83720 Boise, ID 83720-0031 208-332-8002 Fax: 208-332-8098 Illinois Robert Newtson Director, Illinois Securities Department Office of Secretary of State Lincoln Tower, Suite 200 520 S. Second Street Springfield, IL 62701 217-782-2256 Toll free in IL: 1-800-628-7937 Fax: 217-524-9637 Web site: www.sos.state.il.us Indiana Bradley W. Skolnik Securities Commissioner Office of the Secretary of State, Securities Division 302 West Washington Room E-111 Indianapolis, IN 46204 317-232-6681 Toll free in IN: 1-800-223-8791 Fax: 317-233-3675 Web site: www.ai.org/sos Iowa Enforcement Section Securities Bureau Lucas State Office Building 2nd Floor Des Moines, IA 50319 515-281-4441 Fax: 515-281-6467 E-mail: iowasec@max.state.ia.us Web site: www.state.ia.us/government/com/ins/security/security.htm Kansas David Brant Securities Commissioner Office of the Securities Commissioner 618 South Kansas Avenue Topeka, KS 66603-3804 913-296-3307 Toll free in KS: 1-800-232-9580 Fax: 913-296-6872 E-mail: ksecom@cjnetworks.com Web site: www.cjnetworks.com/~ksecom Kentucky Arthur L. Freeman Commissioner Department of Financial Institutions 477 Versailles Road Frankfort, KY 40601-3868 502-573-3390 Toll free: 1-800-223-2579 Fax: 502-573-8787 Web site: www.dfi.state.ky.us Louisiana Harry C. Stansbury Deputy Commissioner of Securities Office of Financial Institutions Securities Division 8660 United Plaza Blvd., 2nd Floor Baton Rouge, LA 70809 504 -925-4512 Maine Christine Bruenn Securities Administrator Securities Division 121 State House Station Augusta, ME 04333 207-624-8551 Fax: 207-624-8590 Maryland Robert N. McDonald Securities Commissioner Office of the Attorney General Division of Securities 200 Saint Paul Place, 20th Floor Baltimore, MD 21202-2020 410-576-6360 Fax: 410-576-6532 TDD: 410-576-6372 E-mail: securities@oag.state.md.us Massachusetts William Francis Galvin Secretary of the Commonwealth Securities Division One Ashburton Place Room 1701 Boston, MA 02108 617-727-3548 Toll free in MA: 1-800-269-5428 Fax: 617-248-0177 Michigan Julie Croll Director Corporation Securities and Land Development Bureau P.O. Box 222 Lansing, MI 48909 517-334-6213 Fax: 517-334-6155 Web site: www.cis.state.mi.us/corp/ Minnesota David Gruenes Commissioner of Commerce Department of Commerce 133 East Seventh Street St. Paul, MN 55101 612-296-4026 Toll free in MN: 1-800-657-3602 Fax: 612-296-4328 TDD: 612-296-2860 Mississippi Leslie Scott Assistant Secretary of State for Business Services P.O. Box 136 (39205) 202 North Congress Street Suite 601 Jackson, MS 39201 601-359-6371 Fax: 601-359-2894 Missouri Douglas F. Wilburn Commissioner of Securities P.O. Box 1276 Jefferson City, MO 65102 573-751-4136 Toll free in MO: 1-800-721-7996 Fax: 573-526-3124 Web site: www.mose.sos.state.mo.us Montana Mark O'Keefe State Auditor & Securities Commissioner Office of the State Auditor Securities Department P.O. Box 4009 Helena, MT 59604 406-444-2040 Toll free in MT: 1-800-332-6148 Fax: 406-444-3497 Nebraska Jack Herstein Assistant Director Department of Banking & Finance Bureau of Securities P.O. Box 95006 Lincoln, NE 68509-5006 402-471-2171 E-mail: jackh@bkg.state.ne.us Web site: www.ndof.org Nevada Donald J. Reis Deputy Secretary of State Office of the Secretary of State, Securities Division 555 E. Washington Avenue Suite 5200 Las Vegas, NV 89101 702-486-2440 Toll free nationwide: 1-800-758-6440 Fax: 702-486-2452 New Hampshire Peter C. Hildreth Director of Securities Bureau of Securities Regulation Department of State State House, Room 204 Concord, NH 03301-4989 603-271-1463 Fax: 603-271-7933 TDD/TTY toll free in NH: 1-800-735-2964 New Jersey Thomas J. Gaynor Bureau Chief, Department of Law and Public Safety Division of Consumer Affairs Bureau of Securities P.O. Box 47029 Newark, NJ 07101 201-504-3600 Fax: 201-504-3601 New Mexico Michael J. Vargon Deputy Director Regulation & Licensing Department Securities Division 725 St. Michaels Drive Santa Fe, NM 87505-7605 505-827-7140 (general information) Fax: 505-984-0617 New York Andrew Kandel New York State Department of Law Bureau of Investor Protection and Securities Office of the Attorney General 120 Broadway, 23rd Floor New York, NY 10271 212-416-8200 (securities, stock and bonds only) Fax: 212-416-8816 North Carolina Elaine F. Marshall Secretary of State Securities Division 300 North Salisbury Street Raleigh, NC 27603-5909 919-733-3924 Toll free: 1-800-688-4507 (investor hotline) Fax: 919-821-0818 Web site: www.state.nc.us/secstate/ North Dakota Diane Kambeitz Office of the Securities Commissioner 600 East Blvd. Bismarck, ND 58505-0510 701-328-4698 Toll free in ND: 1-800-297-5124 Fax: 701-255-3113 Ohio Tom Geyer Commissioner Division of Securities 77 South High Street 22nd Floor Columbus, OH 43215 614-644-7381 Toll free: 1-800-788-1194 (investor protection hotline) Fax: 614-466-3316 Web site: www.securities.state.oh.us Oklahoma Irving L. Faught Administrator Department of Securities First National Center 120 N. Robinson, Suite 860 Oklahoma City, OK 73102 405-280-7700 Fax: 405-280-7742 E-mail: ods.general@oklaoss.state.ok.us Web site: lklaoss.state.ok.us/~osc Oregon Richard Nockleby Administrator, Department of Consumer and Business Services Division of Finance & Corporate Securities 350 Winter Street, NE, Room 21 Salem, OR 97310 503-378-4387 (Corporate Securities Section) 503-378-4140 (Finance Section) Fax: 503-947-7862 E-mail: dcbs.dfcsmail@state.or.us Web site: www.cbs.or.us/external/dfcs/index.html Pennsylvania Robert M. Lam Chairman Securities Commission Eastgate Office Building 1010 North 7th Street, 2nd Floor Harrisburg, PA 17102-1410 717-787-8061 Toll free in PA: 1-800-600-0007 Fax: 707-783-5122 Puerto Rico Joseph P. O'Neill Commissioner, Office of the Commissioner of Financial Institutions Securities Division Centro Europa Building, Suite 600 1492 Ponce de Leon Avenue San Juan, PR 00907-4127 787-723-3131 Fax: 787-723-4042 Juan Rivera Assistant Securities Commissioner, Office of the Commissioner of Financial Institutions Securities Division Centro Europa Building, Suite 600 1492 Ponce de Leon Avenue San Juan, PR 00907-4127 787-723-8403 (hotline) 787-723-3131 Fax: 787-723-3857 Felipe B. Cruz Associate Director Securities, Office of the Commissioner of Financial Institutions Securities Division Centro Europa Bulding, Suite 600 1492 Ponce de Leon Avenue San Juan, PR 00907-4127 Hotline: 787-723-8403 Fax: 787-723-5838 Rhode Island Maria D'Alessandro Piccirilli Associate Director and Superintendent of Securities Department of Business Regulation 233 Richmond Street Suite 232 Providence, RI 02903-4232 401-277-3048 Fax: 401-273-5202 TDD: 401-277-2223 South Carolina Tracey Myers Deputy of Security Commission Department of State Securities Division 1000 Assembly Street Columbia, SC 29201 803-734-9916 Fax: 803-734-2164 South Dakota Gail Sheppick Enforcement Director Division of Securities 118 West Capitol Avenue Pierre, SD 57501-2017 605-773-4823 Fax: 605-773-5953 Tennessee Daphne D. Smith Assistant Commissioner Department of Commerce and Insurance Securities Division Davy Crockett Tower, Suite 680 500 James Robertson Parkway Nashville, TN 37243-0485 615-741-2947 Toll free in TN: 1-800-863-9117 Fax: 615-532-8375 Texas Denise Voigt Crawford Securities Commissioner State Securities Board P.O. Box 13167 Austin, TX 78711-3167 512-305-8300 Fax: 512-305-8310 Web site: www.ssb.state.tx.us Utah Mark J. Griffin Director, Securities Division Department of Commerce P.O. Box 146760 Salt Lake City, UT 84114-6760 801-530-6600 Toll free in UT: 1-800-721-SAFE Fax: 801-530-6980 Web site: www.commerce.state.ut.us Vermont Richard S. Cortese Deputy Commissioner Department of Banking, Insurance and Securities 89 Main Street, Drawer 20 Montpelier, VT 05620-3101 802-828-3420 Fax: 802-828-2896 E-mail: rcortese@bishca.state.vt.us Web site: www.state.vt.us/bis Virginia Ron Thomas Director, State Corporation Commission Division of Securities and Retail Franchising P.O. Box 1197 Richmond, VA 23218 804-371-9051 Toll free in VA: 1-800-552-7945 Fax: 804-371-9911 TDD: 804-371-9203 Web site: www.state.va.us/scc Washington Deborah Bortner Administrator, Department of Financial Institutions Securities Division P.O. Box 9033 Olympia, WA 98507-9033 360-902-8760 Fax: 360-586-5068 TDD: 360-664-8126 Web site: www.wa.gov/dfi/securities West Virginia Barbara Harmon-Schamberger Esq. Deputy Commissioner of Securities State Auditor's Office, Securities Division State Capitol Building 1900 Kanawha Blvd. East, Bldg. 1, Room W-110 Charleston, WV 25305 304-558-2257 Fax: 304-558-4211 Wisconsin Patricia Struck Administrator, Department of Financial Institutions Division of Securities P.O. Box 1768 Madison, WI 53702-1768 608-266-3432 Toll free in WI: 1-800-47-CHECK Fax: 608-256-1259 Web site: www.badger.state.wi.us/agencies/dfi Wyoming Diana J. Ohman Secretary of State & Securities State Capitol Building Cheyenne, WY 82002-0020 307-777-7370 Fax: 307-777-5339 TDD: 307-777-5351 Web site: www.soswy.state.wy.us State Utility Commissions State utility commissions regulate consumer service and rates for gas, electricity and a variety of other services within your state. These services include rates for telephone calls and moving household goods. In some states, the utility commissions regulate water and transportation rates. Rates for utilities and services provided between states are regulated by the Federal government. Many utility commissions handle consumer complaints. Sometimes, if a number of complaints are received about the same utility matter, they will conduct investigations. Alabama James Sullivan President Public Service Commission P.O. Box 991 Montgomery, AL 36101-0991 Toll free in AL: 1-800-392-8050 (Consumer Services office) Fax: 334-242-0727 (Consumer Services office) Alaska Sam Cotten Chairman Alaska Public Utilities Commission 1016 West 6th Avenue Suite 400 Anchorage, AK 99501-1963 907-276-6222 Toll free in AK: 1-800-390-2782 Fax: 907-276-0160 TDD: 907-276-4533 E-mail:apuc@commerce.state.ak.us Web site: www.state.ak.us Arizona Renz Jennings Commissioner Arizona Corporation Commission 1200 West Washington Street Phoenix, AZ 85007 602-542-4251 Toll free in AZ: 1-800-222-7000 Fax: 602-542-0752 TDD: 602-542-2105 E-mail: rjennings@cc.state.az.us Website: www.cc.state.az.us Arkansas Lavenski R. Smith Chairman Public Service Commission P.O. Box 400 Little Rock, AR 72203-0400 501-682-1453 Toll free in AR: 1-800-482-1164 (complaints) Fax: 501-682-5731 California Richard Bilas President Public Utilities Commission 505 Van Ness Avenue Room 5218 San Francisco, CA 94102 415-703-2782 Toll free in CA: 1-800-649-7570 (complaints) Fax: 415-703-2532 TDD: 415-703-2032 Web site: www.cpuc.ca.gov/ Colorado Robert J. Hix Chairman Public Utilities Commission Logan Tower, Office Level 2 1580 Logan Street Denver, CO 80203 303-894-2000 Toll free in CO: 1-800-888-0170 Fax: 303-894-2065 TDD: 303-894-2512 E-mail: puconsumer.complaints@dora.state.co.us Web site: www.dora.state.co.us/puc/ Connecticut Donald W. Downes Chairman Department of Public Utility Control 10 Franklin Square New Britain, CT 06051 860-827-1553 Toll free in CT: 1-800-382-4586 Fax: 860-827-2613 TDD: 860-827-2837 Web site: www.state.ct.us/dpuc/ Delaware Arnetta McRae Commissioner Public Service Commission Cannon Building #100 861 Silver Lake Blvd. Dover, DE 19904 302-739-4247 Toll free in DE: 1-800-282-8574 Fax: 302-739-4849 TDD: 302-739-4333 Web site: www.state.de.us District of Columbia Marlene L. Johnson Chairperson Public Service Commission of D.C. 717 14th St., NW 2nd Floor Washington, DC 20005 202-626-5120 (Consumer Services Division) Fax: 202-638-1785 TDD: 202-638-2428 Florida Julia L. Johnson Chairman Public Service Commission 2540 Shumard Oak Blvd. Tallahassee, FL 32399-0850 850-413-6044 Toll free: 1-800-342-3552 Fax: 850-487-1716 E-mail: contact@psc.state.fl.us Web site: www.scri.net/psc Georgia Dave Baker Commissioner Public Service Commission 244 Washington Street, SW Atlanta, GA 30334 404-656-4501 Toll free in GA: 1-800-282-5813 Fax: 404-656-2341 E-mail: dbaker@psc.state.ga.us Web site: www.psc.state.ga.us Hawaii Yukio Naito Chairman Public Utilities Commission 465 South King Street Room 103 Honolulu, HI 96823 808-468-4644 Fax: 808-586-2066 Idaho Dennis Hansen President Public Utilities Commission Marsha H. Smith Commissioner Public Utilities Commission P.O. Box 83720 Boise, ID 83720-0074 208-334-0300 Toll free in ID: 1-800-377-3529 Fax: 208-334-3762 TDD: 208-334-3151 E-mail: ipuc@puc.state.id.us Web site: www.puc.state.id.us Illinois Dan Miller Chairman Illinois Commerce Commission 527 East Capitol Avenue P.O. Box 19280 Springfield, IL 62794-9280 217-782-7295 Fax: 217-782-1042 TDD: 217-782-7434 Web site: www.state.il.us/icc Indiana Michael Leppert Director, Consumer Affairs Utility Regulatory Commission 302 West Washington Street Suite E-306 Indianapolis, IN 46204 317-232-2712 Toll free in IN: 1-800-851-4268 Fax: 317-233-6758 TDD: 317-232-8556 E-mail: mleppert@gwnet.isd.state.in.us Web site: www.state.in.us/iurc Iowa Allan T. Thoms Chairperson Iowa Utilities Board 350 Maple Street Des Moines, IA 50319 515-281-5979 Fax: 515-281-5329 Kansas John Wine Chairman Kansas Corporation Commission 1500 SW Arrowhead Road Topeka, KS 66604-4027 785-271-3140 Toll free in KS: 1-800-662-0027 Fax: 913-271-3354 E-mail: public.affairs@kcc.state.ks.us Web site: www.kcc.state.ks.us Kentucky B.J. Helton Chairman Public Service Commission 730 Schenkel Lane P.O. Box 615 Frankfort, KY 40602 502-564-3940 Toll free in KY: 1-800-772-4636 (complaints only) TDD: 1-800-648-6056 Fax: 502-564-3460 Web site: www.state.ky.us/agency/psc/pschome.htm Louisiana Don Owen Commissioner Public Service Commission P.O. Box 91154 Baton Route, LA 70821-9154 504-342-4404 Toll free in LA: 1-800-256-2413 Fax: 504-342-2831 Web site: www.lpsc.org/ Maine Thomas L. Welch Chairman Public Utilities Commission 242 State Street Augusta, ME 04333 207-287-3831 Toll free in ME: 1-800-452-4699 Fax: 207-287-1039 E-mail: maine.puc@state.me.us Web site: www.state.me.us/mpuc/ TTY toll free relay: 1-800-437-1220 Maryland Glenn F. Ivey Chairman Public Service Commission 6 St. Paul Street 16th Floor Baltimore, MD 21202-6806 410-767-8000 Toll free in MD: 1-800-492-0474 Fax: 410-333-6495 TDD toll free in MD: 1-800-735-2258 E-mail: mpsc@psc.state.md.us Web site: www.psc.state.md.us/psc/ Massachusetts Janet Gail Besser Chairman Department of Telecommunications & Energy 100 Cambridge St. 12th Floor Boston, MA 02202 617-305-3500 Fax: 617-723-8812 TDD toll free: 1-800-323-3298 E-mail: holly.lechtur@state.ma.us Web site: www.state.ma.us/dpu/index.htm Michigan John Strand Chairperson Public Service Commission 6545 Mercantile Way, Suite 7 P.O. Box 30221 Lansing, MI 48909 517-334-6445 Toll free in MI: 1-800-292-9555 Fax: 517-882-5002 TDD toll free in MI: 1-800-649-3777 Web site: ermisweb.state.mi.us/mpsc Minnesota Deborah Motz Manager, Consumer Affairs Office Public Utilities Commission 121 7th Place East Suite 350 St. Paul, MN 55101-2147 612-296-7124 Toll free in MN: 1-800-657-3782 Fax: 612-297-7073 TDD: 612-297-1200 E-mail: deborah@pucgate.puc.state.mn.us Web site: www.state.mn.us/ebranch/puc/ Mississippi Neilsen Cochran Chairman Public Service Commission P.O. Box 1174 Jackson, MS 39215 601-961-5430 Toll free in MS: 1-800-356-6430 Fax: 601-961-5469 Web site: www.mslawyer.com/mpsc/mpsc.html Missouri Sheila Lumpe Chairman Public Service Commission P.O. Box 360 Jefferson City, MO 65102 573-751-9300 Toll free in MO: 1-800-392-4211 Fax: 573-526-7341 TDD toll free in MO: 1-800-735-2966 Web site: www.ecodev.state.mo.us/psc/ Montana Dave Fisher Chair Public Service Commission 1701 Prospect Avenue P.O. Box 202601 Helena, MT 59620-2601 Toll free in MT: 1-800-646-6150 Fax: 406-444-7618 TDD: 406-444-6199 Web site: www.psc.mt.gov Nebraska Rod Johnson Chairman Public Service Commission 300 The Atrium, 1200 quot;Nquot; Street P.O. Box 94927 (68509-4917) Lincoln, NE 68509 402-471-3101 Toll free in NB: 1-800-526-0017 Fax: 402-471-0254 TDD: 402-471-0213 E-mail: celton@navix.net Web site: www.nol.org/home/NPSC Nevada Judy Sheldrew Chairman Public Utilities Commission 555 East Washington Avenue Room 4500 Las Vegas, NV 89101 702-486-2600 Fax: 702-486-2595 Web site: www.state.nv.us/puc New Hampshire Douglas L. Patch Chairman Public Utilities Commission 8 Old Suncook Road Building No. 1 Concord, NH 03301 603-271-2431 Toll free in NH: 1-800-852-3793 Fax: 603-271-3878 TDD toll free in NH: 1-800-735-2964 Web site: www.puc.state.nh.us New Jersey Herbert H. Tate President Board of Public Utilities Two Gateway Center Newark, NJ 07102 973-648-2823 Toll free in NJ: 1-800-624-0241 Web site: www.njin.net/njbpu/index.html New Mexico Wayne Shirley Chairman New Mexico Public Utility Commission Marian Hall 224 East Palace Avenue Santa Fe, NM 87501-2013 505-827-6940 Toll free in NM: 1-800-663-9782 Fax: 505-827-6973 TDD: 505-827-6911 Web site: www.puc.state.nm.us New York Maureen O. Helmer Chairman Public Service Commission 3 Empire State Plaza Albany, NY 12223 518-474-2530 Toll free in NY: 1-800-342-3377 (complaints - gas, electric, telephone) Toll free in NY: 1-800-342-3330 (complaints - cable) Toll free in NY: 1-800-335-2120 (PSC Opinion Line) Toll free in NY: 1-888-ASKPSC-1 (to get information) Fax: 518-474-7146 TDD toll free in NY: 1-800-662-1220 Web site: www.dps.state.ny.us North Carolina Jo Anne Sanford Chairman Utilities Commission P.O. Box 29510 Raleigh, NC 27626-0510 919-733-9277 (consumer complaints) Fax: 919-733-7300 Web site: www.ncuc.commerce.state.nc.us/ North Dakota Leo Reinbold President Public Service Commission 600 East Boulevard 12th Floor Bismarck, ND 58505-0480 701-328-2400 Fax: 701-328-2410 TDD in ND: 1-800-366-6888 E-mail: msmail.sab@oracle.psc.state.nd.us Web site: www.psc.state.nd.us Ohio Craig A. Glazer Chairman Public Utilities Commission 180 East Broad Street Columbus, OH 43215-3793 614-466-3292 Fax: 614-466-7366 Toll free in OH: 1-800-686-7826 TDD: 614-466-8180 TDD toll free in OH: 1-800-686-1570 Web site: www.puc.ohio.gov/ Oklahoma Ed Apple Chairman Oklahoma Corporation Commission Jim Thorpe Office Building 2101 North Lincoln Blvd. Oklahoma City, OK 73105 405-522-2211 Toll free in OK: 1-800-521-8154 Fax: 405-521-2087 TDD: 405-521-3513 Web site: www.occ.state.ok.us Oregon Ron Eachus Chairman Public Utility Commission 550 Capitol St. NE Salem, OR 97310-1380 503-378-6611 Toll free in OR: 1-800-522-2404 (consumer services only) Fax: 503-378-5505 TDD toll free in OR: 1-800-553-9600 Web site: www.puc.state.or.us Pennsylvania John M. Quain Chairman Public Utility Commission P.O. Box 3265 Harrisburg, PA 17105 717-783-7349 Toll free in PA: 1-800-782-1110 Fax: 717-787-5813 TDD toll free: 1-800-782-1110 Web site: www.puc.paonline.com Puerto Rico Nydia E. Rodriguez Martinez Chairman Public Service Commission P.O. Box 190870 San Juan, PR 00919-0817 787-756-1425 Rhode Island James J. Malachowski Chairman Public Utilities Commission 100 Orange Street Providence, RI 02903 Toll free in RI: 1-800-341-1000 Fax: 401-277-2883 TDD: 401-277-3500 Web site: www.ripuc.org South Carolina Guy Butler Chairman Public Service Commission P.O. Drawer 11649 Columbia, SC 29211 803-737-5100 Toll free in SC: 1-800-922-1531 Fax: 803-737-5199 TDD toll free in SC: 1-800-735-2905 Web site: www.psc.state.sc.us South Dakota Leni Healy Consumer Affairs Division Public Utilities Commission 500 East Capitol Avenue Pierre, SD 57501-5070 605-773-3201 Toll free: 1-800-332-1782 Fax: 605-773-3809 Web site: www.state.sd.us/state/executive/puc/puc.htm Tennessee Lynn Greer Chairman Tennessee Regulatory Authority 460 James Robertson Parkway Nashville, TN 37243-0505 615-741-2904 Fax: 615-741-8953 TDD toll free in TN: 1-800-342-8359 E-mail: lgreeer@mail.state.tn.us Web site: www.state.tn.us/tra Texas Pat Wood, III Chairman Public Utility Commission 1701 North Congress Avenue P.O. Box 13326 Austin, TX 78711-3326 512-936-7000 Toll free: 1-800-PUC-TIPS (782-8477) Fax: 512-936-7003 TYY: 512-936-7136 E-mail: customer@puc.state.tx.us Web site: www.puc.state.texas.gov/index.htm Utah Stephen F. Mecham Chairman Public Service Commission 160 East 300 South Salt Lake City, UT 84111 801-530-6716 Fax: 801-530-6796 Toll free in UT: 1-800-874-0904 TDD: 801-530-6706 E-mail: sfmecham@state.ut.us Vermont Richard H. Cowart Chairman Vermont Public Service Board 112 State Street Montpelier, VT 05620-2701 802-828-2358 Fax: 802-828-3351 TDD toll free in VT: 1-800-253-0191 E-mail: clerk@psb.state.vt.us Web site: www.state.vt.us/psb Virgin Islands Walter L. Challenger Chairman Public Services Commission P.O. Box 861 St. Thomas, VI 00804 809-774-4750, ext. 2304 Fax: 809-776-4028 Virginia Clinton Moore Chairman State Corporation Commission P.O. Box 1197 Richmond, VA 23218 804-371-9141 (general information) Toll free in VA: 1-800-552-7945 Fax: 804-371-9211 TDD: 804-371-9206 Web site: www.state.va.us/scc Washington Anne Levinson Chairman Utilities and Transportation Commission 1300 S.Evergreen Park Dr., SW Olympia, WA 98504 360-664-1173 Toll free in WA: 1-800-562-6150 Fax: 360-586-1150 TTY: 360-586-8203 Web site: www.wutc.wa.gov/ West Virginia Charlotte R. Lane Chairman Public Service Commission 201 Brooks Street Charleston, WV 25323 Toll free in WV: 1-800-344-5113 Fax: 304-340-0325 TDD: 304-340-0300 Web site: www.state.wv.us/psc Wisconsin James L. Lawrence Consumer Affairs Program Director Public Service Commission 610 North Whitney Way (53705) P.O. Box 7854 Madison, WI 53707-7854 608-266-2001 Toll free: 1-800-225-7729 Fax: 608-266-3957 TDD: 608-267-1479 E-mail: lawrej@psc.state.wi.us Web site: badger.state.wi.us/agencies/psc/ Wyoming Steven Ellenbecker Chairman Public Service Commission 2515 Warren Ave. Suite 300 Cheyenne, WY 82002 307-777-7427 Toll free in WY: 1-800-877-9965 Fax: 307-777-5700 TTY: 307-777-7247 E-mail: sellen@missc.state.wy.us Web site: psc.state.wy.us State Vocational and Rehabilitation Agencies State vocational and rehabilitation agencies coordinate and provide a number of services for disabled persons. These services can include counseling, evaluation, training and job placement. There are also services for the sight and hearing impaired. For more information, call or write the office nearest you. Alabama Lamona H. Lucas Commissioner Alabama Department of Rehabilitation Services P.O. Box 11586 Montgomery, AL 36111-0586 334-281-8780 Toll free in AL: 1-800-441-7607 Fax: 334-281-1973 TDD: 334-613-2249 E-mail: llucas@rehab.state.al.us Web site: www.rehab.state.al.us Alaska Duane French Director Division of Vocational Rehabilitation 801 W. 10th Street Suite 200 Juneau, AK 99801-1894 Toll free in AK: 1-800-478-2815 TDD: 907-465-2814 Arizona Roger J. Hodges Administrator Rehabilitation Services Administration (930A) 1789 W. Jefferson, 2nd Floor 2nd Floor N.W. Phoenix, AZ 85007 602-542-3332 TDD: 602-542-6049 E-mail: azrsa@edu.gte.net Web site: www.azrsa.org Arkansas Bobby C. Simpson Commissioner Arkansas Rehabilitation Services, Arkansas Department of Workforce P.O. Box 3781 1616 Brookwood Drive Little Rock, AR 72203 501-296-1616 Toll free in AR: 1-800-330-0631 Fax: 501-296-1655 TDD: 501-296-6669 Web site: www.state.ar.us/ars/ars2.html James C. Hudson Director Division of Services for the Blind Department of Human Services P.O. Box 3237 Little Rock, AR 72203 Toll free in AR: 1-800-960-9270 California Brenda Premo Director Department of Rehabilitation 830 K Street Mall Sacramento, CA 95814 916-445-3971 Fax: 916-327-4567 TDD: 916-323-4347 E-mail: userid@rehab.cahwnet.gov Colorado Dina Huerta Director Division of Vocational Rehabilitation 110 16th Street, 2nd Floor Denver, CO 80202 808-586-5355 Fax: 808-586-5377 TDD: 303-620-4153 E-mail: hivrsbd@kestrok.com Connecticut Kenneth R. Tripp Executive Director Board of Education and Services for the Blind 170 Ridge Road Wethersfield, CT 06109 860-249-8525 Toll free in CT: 1-800-842-4510 Fax: 860-278-6920 TDD: 860-278-3103 Richard Carlson Chief, Division of Client Services State Department of Social Services Bureau of Rehabilitation Services 10 Griffin Road North Windsor, CT 06095 860-298-2010 Toll free in CT: 1-800-537-2549 Fax: 860-298-9590 TDD: 860-298-2231 Delaware Debra Wallace Director (Acting) Division for the Visually Impaired Department of Health and Social Services 1901 N. DuPont Highway New Castle, DE 19720 302-577-4730 Fax: 302-577-4758 TDD: 302-577-4750 E-mail: dwallace@state.de.us Andrea Guest Director, Division of Vocational Rehabilitation Department of Labor 4425 North Market Street P.O. Box 9969 Wilmington, DE 19809-0969 302-761-8275 Fax: 302-761-6611 TDD: 302-761-8296 E-mail: director@dvr.state.de.us District of Columbia Elizabeth Parker Acting Administrator, D.C. Rehabilitation Services Administration Department of Human Services 800 9th Street, S.W., Fourth Floor Washington, DC 20024 202-645-5703 Florida Tamara Bibb Allen Director, Division of Vocational Rehabilitation Department of Labor and Employment Security 2002 Old St. Augustine Road Building A Tallahassee, FL 32399-0696 850-488-6210 TDD: 850-488-0059 Randy Touchton Director, Division of Blind Services Department of Labor and Employment Security 2551 Executive Center Circle West Lafayette Building, Room 200 Tallahassee, FL 32399 904-488-1330 Toll free in FL: 1-800-342-1828 TDD toll free: 1-800-955-8771 Georgia Peggy Rosser Director, Division of Rehabilitation Services Department of Human Resources 2 Peachtree Street, NW 35th Floor Atlanta, GA 30303-3142 404-657-3000 Fax: 404-657-3079 Hawaii Neil Shim Administrator, Division of Vocational Rehabilitation and Services for the Blind Department of Human Services P.O. Box 339 Honolulu, HI 96809 808-586-5355 Idaho F. Pat Young Interim Administrator Division of Vocational Rehabilitation Len B. Jordan Building, Room 150 650 West State, P.O. Box 83720 Boise, ID 83720-0096 Toll free in ID: 1-800-856-2720 TDD: 208-334-3390 Cris Covelli Administrator Idaho Commission for the Blind and Visually Impaired 341 West Washington P.O. Box 83720 Boise, ID 83702-0012 208-334-3220 Toll free in ID: 1-800-542-8688 Fax: 208-334-2963 E-mail: ccovelli@icbvi.state.id.us Illinois Carl Suter Associate Director Department of Human Services 623 East Adams Street Springfield, IL 62794 217-782-2094 Toll free in IL: 1-800-843-6154 (voice) TDD: 217-782-5734; TTY toll free: 1-800-447-6404 Indiana Geneva Shedd Acting Director Division of Disability, Aging and Rehabilitative Services 402 West Washington Street Room W-454, P.O. Box 7083 Indianapolis, IN 46207-7083 317-232-7020 Toll free: 1-800-457-8283 Fax: 317-232-7867 TDD toll free in IN: 1-800-545-7763 Iowa Marge Knudsen Administrator Division of Vocational Rehabilitation Services Department of Education 510 East 12th Street Des Moines, IA 50319 515-281-4311 Toll free in IA: 1-800-362-2587 Web site: www.dvrs.state.ia.us Creig Slayton Director Department for the Blind 524 4th Street Des Moines, IA 50309-2364 Toll free in IA: 1-800-362-2587 Fax: 515-281-1263 TDD: 515-281-1355 E-mail: creigs@blind.state.ia.us Web site: www.blind.state.ia.us Kansas Joyce Cussimanio Commissioner, Rehabilitation Services Department of Social and Rehabilitation Services Biddle Building, 1st Floor 300 S.W. Oakley Topeka, KS 66606 785-296-3911 TDD: 785-296-7029 E-mail: rehabsvcs@cjnetworks.com Kentucky Sam Serraglio Commissioner Department of Vocational Rehabilitation 209 St. Clair Frankfort, KY 40601 TDD: 502-564-4440 Fax: 502-564-6745 TDD toll free: 1-888-420-9874 Denise Placido Commissioner Department for the Blind P.O. Box 757 Frankfort, KY 40602 502-564-4754, ext. 243 Toll free: 1-800-321-6668 Fax: 502-564-2951 TDD: 502-564-2929 Louisiana May Nelson Director, Louisiana Rehabilitation Services Department of Social Services 8225 Florida Blvd. Baton Rouge, LA 70806-4834 504-925-4168 Toll free in LA: 1-800-737-2958 Fax: 504-925-4184 TDD: 504-925-4179 Maine John Shattuck Director, Bureau of Rehabilitation Department of Labor 35 Anthony Avenue Augusta, ME 04333-0150 207-624-5300 Toll free in ME: 1-800-332-1003 Fax: 207-624-5302 TTY: 207-624-5322 Harold Lewis Director, Division of the Blind and Visually Impaired Department of Labor 35 Anthony Avenue Augusta, ME 04333-0150 207-624-5323 Maryland Robert Burns Assistant State Superintendent Division of Rehabilitation Services State Department of Education 2301 Argonne Drive Baltimore, MD 21218 410-554-9388 Toll free in MD: 1-888-554-0334 Fax: 410-554-9412 TDD: 410-554-9411 Web site: www.dors.state.md.us/ Massachusetts Elmer C. Bartels Commissioner Massachusetts Rehabilitation Commission Fort Point Place 27-43 Wormwood Street Boston, MA 02210 Toll free: 1-800-245-6543 Fax: 617-727-1354 TDD: 617-727-2183 Web site: www.state.ma.us/mrc Charles Crawford Commissioner Commission for the Blind 88 Kingston Street Boston, MA 02111-2227 617-727-5550 TDD toll free in MA: 1-800-392-6556 Fax: 617-727-5960 E-mail: ccrawford@state.ma.us Michigan Joseph Skiba State Director Michigan Rehabilitation Services Michigan Jobs Commission P.O. Box 30010 Lansing, MI 48909 517-373-3390 Toll free in MI: 1-800-605-6722 TDD toll free: 1-888-605-6722 Jim Buscetta Acting Executive Director, Michigan Commission for the Blind Family Independence Agency 201 North Washington Square P.O. Box 30652 Lansing, MI 48909 517-373-2062 Toll free in MI: 1-800-292-4200 Fax: 517-355-5140 TDD: 517-373-4025 E-mail: buscettaj@state.mi.us Linda Dorn State Director Disability Determination Service Family Independence Agency P.O. Box 30011 Lansing, MI 48909 517-373-7830 Toll free in MI: 1-800-366-3404 Fax: 517-373-2149 E-mail: linda.dorn@ssa.gov Minnesota Michael T. Coleman Assistant Commmissioner Department of Economic and Security Rehabilitation Services Branch 390 North Robert Street 5th Floor St. Paul, MN 55101 612-296-1822 TDD: 612-296-3900 Richard C. Davis Assistant Commissioner Services for the Blind 2200 University Avenue West #240 St. Paul, MN 55114-1840 612-642-0500 Toll free in MN: 1-800-652-9000 Fax: 612-649-5927 TDD: 612-642-0506 Mississippi H.S. McMillan Executive Director Department of Rehabilitation Services 1281 Highway 51 (street address) Madison, MS 39110 or P.O. Box 51 Jackson, MS 39215-1698 (mailing address) 601-853-5100 Toll free in MS: 1-800-443-1000 Mike Gandy Office Director Office of Vocational Rehabilitation for the Blind P.O. Box 1698 Jackson, MS 39215 601-853-5100 Toll free: 1-800-443-1000 Fax: 601-853-5205 TDD toll free: 1-800-443-1000 E-mail: 102476.3621@compuserv.com Missouri Ron Vessell Assistant Commissioner Division of Vocational Rehabilitation State Department of Education 3024 W. Truman Blvd. Jefferson City, MO 65109 573-751-7034 Fax: 573-751-1441 TDD: 573-751-3251 E-mail: rvessell@services.dese.state.mo.us Web site: services.dese.state.mo.us Sally Howard Deputy Director Rehabilitation Services for the Blind 3418 Knipp Drive P.O. Box 88 Jefferson City, MO 65103 573-751-4249 Fax: 573-751-4984 Web site: www.state.mo.us/dss/dfs/rehab/rehab.htm Montana Joe A. Mathews Administrator Department of Public Health and Human Services Disability Services Division P.O. Box 4210 Helena, MT 59604-4210 406-444-2590 Fax: 406-444-3632 TDD: 406-444-2590 E-mail: jmathews@mt.gov Nebraska Frank Lloyd Assistant Commissioner/Director Division of Vocational Rehabilitation Services State Department of Education P.O. Box 94987 Lincoln, NE 68509 402-471-3649 Fax: 402-471-0117 TDD: 402-471-3649 Web site: nde4.nde.state.ne.us/VR/VocRe.html James S. Nyman Director Services for the Visually Impaired Department of Health and Human Services 4600 Valley Road, Suite 100 Lincoln, NE 68510 Fax: 402-471-3009 TDD: 402-471-8100 Nevada Maynard Yasmer Administrator Nevada Rehabilitation Division 505 East King Street Room 502 Carson City, NV 89701-3705 702-687-4440 Fax: 702-687-5480 TDD: 702-684-8400 New Hampshire Paul K. Leather Director Division of Adult Learning and Rehabilitation State Department of Education 78 Regional Drive, Building 2 Concord, NH 03301 Fax: 603-271-7095 TDD: 603-271-3471 New Jersey Jamie C. Hilton Executive Director New Jersey Commission for the Blind 153 Halsey Street, 6th Floor P.O. Box 47017 Newark, NJ 07101 201-648-2324 Fax: 973-648-7364 TDD: 973-648-6276 TTY: 973-648-4559 Thomas G. Jennings Director Division of Vocational Rehabilitation Services 135 East State Street CN 398 Trenton, NJ 08625-0398 609-292-5987 Fax: 609-292-8347 TDD: 609-292-2919 New Mexico Terry Brigance Director Department of Education Division of Vocational Rehabilitation 435 St. Michaels Drive, Building D Santa Fe, NM 87505 Toll free: 1-800-235-5387 (complaints) TDD: 505-954-8500 New York Lawrence C. Gloeckler Deputy Commissioner, Office of Vocational and Educational Services for Individuals with Disabilities New York State Education Department One Commerce Plaza Room 1606 Albany, NY 12234 518-474-2714 Toll free in NY: 1-800-222-JOBS (employment hotline) TDD: 518-486-3773 North Carolina Bob Philbeck Director, Division of Vocational Rehabilitation Services Department of Health and Human Services State Office P.O. Box 26053 Raleigh, NC 27611 919-733-3364 Fax: 919-733-7968 TDD: 919-733-5924 E-mail: bphilbec@dhr.state.nc.us North Dakota Gene Hysjulien Director, Disability Services Division Department of Human Services Dacotah Foundation Bldg. 600 S. Second Street, Suite 1B Bismarck, ND 58504-5729 701-328-8950 Toll free in ND: 1-800-755-2745 TDD: 701-328-8968 Ohio Robert L. Rabe Administrator Rehabilitation Services Commission 400 East Campus View Blvd. Columbus, OH 43235-4604 Toll free in OH: 1-800-282-4536, ext. 1210 Fax: 614-438-1257 TDD: 614-438-1210 Oklahoma Linda Parker Director Department of Rehabilitation Services 3535 NW 58 Suite 500 Oklahoma City, OK 73112 405-951-3400 Toll free: 1-800-845-8476 Fax: 405-951-3529 TDD: 405-951-3400 Toll free: 1-800-845-8476 Oregon Charles Young Administrator Commission for the Blind 535 SE 12th Avenue Portland, OR 97214 503-731-3221, ext. 200 Toll free in OR: 1-800-20BLIND Fax: 503-731-3230 TDD: 503-731-3224 Web site: www.cfb.state.oregon.us Joil Southwell Administrator, Division of Vocational Rehabilitation Department of Human Resources Human Resources Building 500 Summer St., NE Salem, OR 87310-1018 503-945-5880 TDD: 503-378-3933 Pennsylvania Douglas Boone Director Bureau of Blindness and Visual Services Department of Public Welfare P.O. Box 2675 Harrisburg, PA 17105-2675 717-787-6176 Toll free in PA: 1-800-622-2842 Fax: 717-787-3210 TDD: 717-787-6176 Gil Selders Executive Director Office of Vocational Rehabilitation Labor and Industry Building 7th and Forster Streets Harrisburg, PA 17120 717-787-5244 Toll free in PA: 1-800-442-6351 TDD: 717-783-8917 Rhode Island Jack Thompson Deputy Administrator, Office of Rehabilitation Services Services for the Blind and Visually Impaired Department of Human Services 40 Fountain Street Providence, RI 02903 401-277-2300 Toll free in RI: 1-800-752-8088, ext. 2300 Fax: 401-277-1328 TDD: 401-277-3010 E-mail: thompson@ors.state.ri.us Web site: www.ors.state.ri.us Raymond Carroll Acting Administrator, Office of Rehabilitation Services Division of Community Services Department of Human Services 40 Fountain Street Providence, RI 02903-1898 401-421-7005, ext. 301 Fax: 401-421-9259 TDD: 401-421-7016 E-mail: rcarroll@ors.stat.ri.us Web site: www.ors.state.ri.us South Carolina Donald Gist Commissioner Commission for the Blind 1430 Confederate Avenue Columbia, SC 29201 803-734-7520 Toll free in SC: 1-800-922-2222 Fax: 803-734-7885 TDD toll free: 1-800-735-2905 E-mail: dgist@sccb.state.sc.us P. Charles LaRosa, Jr. Commissioner Vocational Rehabilitation Department 1410 Boston Avenue P.O. Box 15 West Columbia, SC 29171 803-896-6504 Fax: 803-896-6529 TDD: 803-896-6635 South Dakota David L. Miller Division Director, Division of Rehabilitation Services Department of Human Services East Highway 34 Hillsview Plaza, c/o 500 E. Capitol Pierre, SD 57501-5070 605-773-3195 TDD: 605-773-5990 Web site: www.state.sd.us/state/executive/dhs/drs/drs.htm Tennessee Jack Van Hooser Assistant Commissioner Rehabilitation Services Department of Human Services Citizens Plaza State Office Bldg., 15th Floor 400 Deaderick Street Nashville, TN 37248-0060 Fax: 615-741-4165 TDD: 615-313-4714 Texas Vernon M. Arrell Commissioner Texas Rehabilitation Commission 4900 N. Lamar Blvd. Austin, TX 78751 512-424-4001 Toll free: 1-800-628-5115 (TDD also) Fax: 512-424-4730 TDD: 512-424-4067 Web site: www.rehab.state.tx.us Pat D. Westbrook Executive Director Texas Commission for the Blind 4800 N. Lamar Blvd. Austin, TX 78756 512-459-2500 Voice/TDD toll free in TX: 1-800-252-5204 TDD: 512-459-2608 Utah William G. Gibson Director Division of Blind Services for the Visually Impaired State Office of Rehabilitation 309 East First South Salt Lake City, UT 84111 801-323-4343 Toll free: 1-800-284-1823 Fax: 801-323-4396 TDD: 801-323-4395 Blaine Petersen Executive Director Utah State Office of Rehabilitation 250 East Fifth South Salt Lake City, UT 84111 Toll free in UT: 1-800-473-7530 Fax: 801-538-7522 TDD: 801-538-7530 E-mail: bpeterse@usoe.k12.ut.us Web site: www.usoe.k12.ut.us/usor/usor.htm Vermont Diane Dalmasse Director Vocational Rehabilitation Division 103 South Main Street Waterbury, VT 05671-2303 Fax: 802-241-3359 TDD: 802-241-2186 Web site: www.dad.state.vt.us Steve Stone Director Division for the Blind and Visually Impaired 103 South Main Street Waterbury, VT 05671-2394 802-241-2210 Fax: 802-241-3359 E-mail: steve@dad.state.vt.us Web site: www.cit.state.vt.us/dad/dbvi.htm Virgin Islands Beverly Plaskett Administrator, Division for Disabilities and Rehabilitation Services Virgin Islands Department of Human Services Knud Hansen Complex, Building A 1303 Hospital Ground St. Thomas, VI 00802 809-774-0930 Fax: 809-774-3466 Virginia John R. Vaughn Commissioner Department of Rehabilitative Services 8004 Franklin Farms Drive P.O. Box K-300 Richmond, VA 23288-0300 804-662-7010 Toll free in VA: 1-800-552-5019 Fax: 804-662-9532 TDD: 804-662-9040 Web site: dit1.state.va.us/hhr/drs W. Roy Grizzard, Jr. Commissioner Department for the Visually Handicapped 397 Azalea Avenue Richmond, VA 23227 Toll free in VA: 1-800-622-2155 Fax: 804-371-3351 TDD: 804-371-3140 Web site: dit1.state.va.us/hhr/dvh Washington Jeanne Munro Director Division of Vocational Rehabilitation Department of Social and Health Services P.O. Box 45340 Olympia, WA 98504-5340 Toll free in WA: 1-800-637-5627 TDD: 360-438-8000 Shirley Smith Director Department of Services for the Blind 1400 South Evergreen Park Drive, Suite 100 P.O. Box 40933 Olympia, WA 98504-0933 360-586-1224 Toll free in WA: 1-800-552-7103 Fax: 360-586-7627 TDD: 360-586-6437 E-mail: shismith@DSB2.wa.gov Web site: www.wa.gov./dsb West Virginia James S. Jeffers Director Division of Rehabilitation Services State Capitol Complex P.O. Box 50890 Charleston, WV 25305-0890 304-766-4600 Toll free in WV: 1-800-642-3021 Toll free: 1-800-642-8207 TDD: 304-766-4970 E-mail: jeffers@mail.wvdrs.wvnet.edu Web site: www.wvdrs.wvnet.edu Wisconsin Judy R. Norman-Nunnery Administrator, Division of Vocational Rehabilitation Department of Workforce Development 2917 International Lane, 3rd Floor P.O. Box 7852 Madison, WI 53707-7852 608-243-5600 TDD: 608-243-5601 Wyoming Gary W. Child Administrator Division of Vocational Rehabilitation Department of Employment 1100 Herschler Building Cheyenne, WY 82002 307-777-7389 Fax: 307-777-5939 TDD: 307-777-7389 Web site: wydoe.state.wy.us/vocrehab/ State Weights and Measures Offices State Weights and Measures offices enforce laws and regulations about the labeling, weight, measure or count of such packaged items as food and household products. These offices also check the accuracy of weighing and measuring devices, for example, supermarket scales, gasoline pumps, taxicab meters and rental car odometers. Some city and county offices have weights and measures functions in addition to the state offices listed below. Contact the state office or check your local telephone directory under the government listings for your local weights and measures office. The office might be listed under either the city or county bureau of standards, agriculture or consumer protection. Alabama Steadman Hollis Director Weights and Measures Division Department of Agriculture P.O. Box 3336 Montgomery, AL 36109-0336 334-240-7133 Toll free in AL: 1-800-321-0018 Fax: 334-240-7193 Alaska Edward Moses Director, Division of Measurement Standards and Commercial Vehicle Enforcement Department of Transportation and Public Facilities Huffman Business Park, Bldg. O, #6 12050 Industry Way Anchorage, AK 99515 907-345-7750 907-345-6835 Toll free in AK: 1-800-478-7636 Arizona John Hays Director Department of Weights and Measures 9545 E. Doubletree Ranch Road Scottsdale, AZ 85258-5539 602-255-5211 Toll free in AZ: 1-800-27-6675 Toll free: 1-800-277-6675 Fax: 602-255-1950 Arkansas James M. Hile Director Bureau of Standards 4608 West 61st Street Little Rock, AR 72209 501-225-1598 Fax: 501-562-7605 California Barbara J. Bloch Director Division of Measurement Standards Department of Food and Agriculture 8500 Fruitridge Road Sacramento, CA 95826 916-229-3000 Fax: 916-229-3026 Web site: www.cdfa.ca.gov Colorado David Wallace Chief, Measurements Standards Section Department of Agriculture 3125 Wyandot Street Denver, CO 80211 303-477-4220 303-477-4613 303-477-4818 Fax: 303-477-4248 Connecticut John F. McGuire Director, Weights and Measures Division Department of Consumer Protection State Office Building, Room 165 165 Capitol Avenue Hartford, CT 06106 860-566-3388 Fax: 860-566-5995 Delaware Steven Connors Administrator, Office of Weights and Measures Department of Agriculture 2320 South DuPont Highway Dover, DE 19901-5515 302-739-4811 Fax: 302-697-6287 District of Columbia Jeffrey Mason Chief, Weights and Measures Market Branch Department of Consumer and Regulatory Affairs 1110 U Street, S.E. Washington, DC 20020 202-645-6706 Fax: 202-645-6705 Florida Max Gray Chief, Bureau of Weights and Measures Department of Agriculture and Consumer Services 3125 Conner Blvd. Mail Stop L-29, Building #2 Tallahassee, FL 32399-1650 850-488-9140 Fax: 850-922-6655 Georgia Bill Truby Assistant Commissioner, Division of Weights and Measures Georgia Department of Agriculture Capitol Square Atlanta, GA 30334 404-656-3605 Toll free in GA: 1-800-282-5852 Fax: 404-656-9380 E-mail: btruby@agr.state.ga.us Web site: www.agr.state.ga.us Hawaii Samuel Camp Administrator, Measurement Standards Department of Agriculture 725 Ilalo Street Honolulu, HI 96813-5524 808-586-0886 Fax: 808-586-0889 Idaho James R. Boatman Chief, Bureau of Weights and Measures and Warehouse Control Department of Agriculture 2216 Kellogg Lane Boise, ID 83712 208-332-8690 Fax: 208-334-2378 E-mail: jboatman@agri.state.id.us Illinois Sidney A. Colbrook Manager, Bureau of Weights and Measures Department of Agriculture 801 East Sangamon Avenue P.O. Box 19281 Springfield, IL 62794-9281 217-782-3817 Toll free in IL: 1-800-582-0468 Fax: 217-524-7801 E-mail: scolbrook@agro84ri.state.il.us Indiana Larry Stump Division Director, Weights and Measures Division State Department of Health 1330 West Michigan Street P.O. Box 1964 Indianapolis, IN 46206-1964 317-233-8132 Fax: 317-233-8131 Iowa Darryl Brown Bureau Chief, Weights and Measures Department of Agriculture and Land Stewardship H.A. Wallace Building Des Moines, IA 50319 515-281-5716 Fax: 515-281-6800 Kansas Constantine Cotsoradis Director, Weights and Measures Division Department of Agriculture 2016 SW 37th Street Topeka, KS 66611-2570 785-267-4641 Fax: 785-267-2518 E-mail: ccotsora@kda.state.ks.us Web site: www.ink.erg/public/kda/weights/mw.html Kentucky Larry Hatfield Director, Division of Regulation and Inspection Department of Agriculture 106 West Second Street Frankfort, KY 40601-2882 502-564-4870 Fax: 502-564-5669 Louisiana Ronald Harrell Director, Weights and Measures Department of Agriculture P.O. Box 3098 Baton Rouge, LA 70821-3098 504-925-3780 Fax: 504-922-0477 Maine David E. Gagnon Director Quality Assurance and Regulations State House Station 28 Augusta, ME 04333-0028 207-287-3841 Fax: 207-287-5576 Maryland Louis E. Straub Chief, Weights and Measures Section Maryland Department of Agriculture 50 Harry S. Truman Parkway Annapolis, MD 21401 410-841-5790 Fax: 410-841-2765 Massachusetts Charles H. Carroll Assistant Director of Standards State Division of Standards McCormick Building, Room 1115 One Ashburton Place Boston, MA 02108 617-727-3480 Fax: 617-727-5705 Michigan Katherine Fedder Division Director Department of Agriculture, Food and Dairy Division Ottawa Building, 4th Floor P.O. Box 30017 Lansing, MI 48909 517-373-1060 Fax: 517-373-3333 Web site: www.mda.state.mi.us Minnesota Phil Smith Manager, Department of Public Service Energy Informaton Center 121 7th Place, #200 St. Paul, MN 55101-2145 Toll free: 1-800-657-3710 Fax: 612-296-0201 Web site: www.dpsv.state.mn.us Peter Campbell Director, Division of Weights and Measures Department of Public Service 2277 Highway 36 St. Paul, MN 55113-3800 612-639-4010 Fax: 612-639-4014 TDD: 612-639-4017 Web site: www.dpsv.state.mn.us Mississippi William P. Eldridge Director, Weights and Measures Division Department of Agriculture 121 N. Jefferson Street P.O. Box 1609 Jackson, MS 39201 601-354-7077 Fax: 601-354-6502 Missouri Roy Humphreys Division Director, Weights and Measures Division Department of Agriculture P.O. Box 630 Jefferson City, MO 65102-0630 573-751-4316 Fax: 573-751-1784; 573-0281 Montana Jack Kane Bureau Chief, Bureau of Weights and Measures Department of Commerce 1424 9th Avenue Helena, MT 59620 406-444-3164 Fax: 406-444-4305 E-mail: jkane@mt.gov Nebraska Steven A. Malone Director, Division of Weights and Measures Department of Agriculture 301 Centennial Mall South 4th Floor P.O. Box 94757 Lincoln, NE 68509 402-471-4292 Fax: 402-471-3252 Nevada Edward M. Hoganson Supervisor, Department of Business and Industry Division of Agriculture Weights and Measures 2150 Frazier Avenue Sparks, NV 89431 702-688-1166 Fax: 702-688-2533 New Hampshire Stephen Taylor Commissioner, Department of Agriculture, Markets and Food Bureau of Weights and Measures P.O. Box 2042 Concord, NH 03302-2042 603-271-3700 Fax: 603-271-1109 New Jersey Louis E. Greenleaf State Superintendent Office of Weights and Measures 1261 Route 1 and 9 South Avenel, NJ 07001-1647 732-815-4840 Fax: 732-382-5298 New Mexico Gary West Director, Standards and Consumer Services Department of Agriculture MSC 3170, P.O. Box 30005 Las Cruces, NM 88003-8005 505-646-1616 Fax: 505-646-2361 E-mail: gowenmda@nmsu.edu Web site: nmdaweb.nmsu.edu New York Ross Andersen Assistant Director, Bureau of Weights and Measures Department of Agriculture and Markets 1 Winners Circle Albany, NY 12235 518-457-3146 Toll free: 1-800-554-4501 Fax: 518-457-5693 E-mail: nysagmk@emi.com Web site: www.agmkt.state.ny.us/ North Carolina N. David Smith Director, Standards Division Department of Agriculture P.O. Box 27647-Dept. SD Raleigh, NC 27611 919-733-3313 Fax: 919-715-0524 E-mail: David-Smith@mail.agr.state.nc.us Web site: www.agr.nc.us/standard/ North Dakota Alan Moch Director Division of Testing and Safety 600 E. Boulevard Ave. 12th Floor Bismarck, ND 58505-0480 701-328-2413 Fax: 701-328-2410 Web site: pc6.psc.state.nd.us Ohio James C. Truex Inspection Manager, Division of Weights and Measures Ohio Department of Agriculture 8995 East Main Street Bldg. 5 Reynoldsburg, OH 43068 614-728-6290 Fax: 614-728-6424 Oklahoma Sancho Dickinson, III Interim Director, Plant Industry and Consumer Services Department of Agriculture 2800 North Lincoln Blvd. Oklahoma City, OK 73105 405-521-3864, ext. 240 Fax: 405-522-4584 E-mail: sancho/Okagri@mail.okag.state.ok.us Oregon Kendrick J. Simila Administrator Measurement Standards Department of Agriculture 635 Capitol Street, NE (mail only) 3420 Cherry Avenue NE (location of offices) Salem, OR 97310-0110 503-986-4670 Fax: 503-986-4784 TTD: 503-986-4762 E-mail: ksimila@oda.state.or.us Web site: www.oda.state.or.us/oda.html Pennsylvania Charles Bruckner Director, Bureau of Ride and Measurement Standards Department of Agriculture 2301 North Cameron Street Harrisburg, PA 17110 717-787-9089 Fax: 717-772-2780 Puerto Rico Francisco F. Aponte Ortiz Special Aid for Director Department of Consumer Affairs Minillas Station P.O. Box 41059 Santurce, PR 00940 787-721-0940 Fax: 787-726-0077 Rhode Island Lynda L. Maurer Supervising Metrologist, Mercantile Division Department of Labor and Training 610 Manton Avenue Providence, RI 02909 401-457-1867 Fax: 401-457-1873 South Carolina Carol P. Fulmer Assistant Commissioner Consumer Services Division Department of Agriculture P.O. Box 11280 Columbia, SC 29211-1280 803-737-9690 Fax: 803-737-9703 South Dakota Dick Bowman Director Division of Commercial Inspection and Regulation 118 West Capitol Pierre, SD 57501-2036 605-773-3697 Fax: 605-773-6631 Tennessee Robert Williams Standards Administrator Weights and Measures Department of Agriculture P.O. Box 40627 Melrose Station Nashville, TN 37204 615-360-0109 Fax: 615-360-0608 Texas Ed Price Director Weights and Measures Program Department of Agriculture P.O. Box 12847 Austin, TX 78711 512-463-7602 Fax: 512-463-7643 E-mail: eprice@agr.state.tx.us Utah Kyle R. Stephens Director Division of Regulatory Services State Department of Agriculture P.O. Box 146500 Salt Lake City, UT 84114-6500 801-538-7150 Fax: 801-538-7126 Web site: www.at.state.ut.us Vermont Bruce A. Martell Supervisor Consumer Assurance Section Department of Agriculture Food & Markets 116 State Street, Drawer 20 Montpelier, VT 05620-2901 802-828-2436 Fax: 802-828-2361 E-mail: bruce@utagr.state.ut.us Web site: www.state.ut.us Virgin Islands Maurice Illidge Director Weights and Measures Division Dept. of Licensing and Consumer Affairs Golden Rock Shopping Center Christiansted St. Croix, VI 00820 34073-2226 Toll free: 1-888-800-3522 Fax: 34078-8250 Virginia J. Alan Rogers Program Manager Office of Product and Industry Standards 1100 Bank Street Room 402 Richmond, VA 23218-1163 804-786-2476 Toll free: 1-800-552-9963 Fax: 804-786-1571 Washington Jerry Buendel Program Manager, Weights and Measures Department of Agriculture P.O. Box 42560 Olympia, WA 98504-2560 360-902-1857 Fax: 360-902-2086 West Virginia Karl Angell, Jr. Director Division of Labor Weights and Measures Section 570 W. MacCorkle Avenue St. Alban, WV 25177 304-722-0602 Fax: 304-722-0605 Wisconsin Bureau of Consumer Protection Department of Agriculture Trade and Consumer Protection 2811 Agriculture Drive P.O. Box 8911 Madison, WI 53708-8711 Toll free in WI: 1-800-422-7128 Fax: 608-224-4939 Wyoming Jim Bigelow Technical Services Manager, Consumer/Compliance Division Department of Agriculture 2219 Cary Avenue Cheyenne, WY 82002-0100 307-777-6590 Fax: 307-777-6593 Web site: www.wyagric.state.wy.us U.S. Military Consumer Services Program Military personnel and their families who are seeking help with consumer problems or financial questions should go directly to their local base's Family Support Center or Community Service Center. Hundreds of Centers worldwide offer assistance in financial and family counseling; consumer, family, and career education; and personal financial planning. Help is also available regarding handling consumer complaints, preparing your income tax, and dealing with emergency financial problems. If you cannot locate a Center, contact your respective military branch's headquarters for the Family Support or Community Service Center listed below: Air Force Family Matters Office HQ USAF/DPCH 1040 Air Force Pentagon Room 5C238 Washington, DC 20330-1040 Navy Family Service Center Chief of Naval Personnel 2 Navy Annex Washington, DC 20370-6620 Marine Corps Family Service Center Headquarters U.S. Marine Corps 2 Navy Annex Washington, DC 20380-1775 U.S. Army Community and Family Support Center Army Community Service 4700 King Street Alexandria, VA 22302-4418 U.S. Military Commissary and Exchange Offices Consumers who shop at military commissaries and exchanges and who have a question or problem should contact the local manager before contacting the regional offices in this section. If your problem is not resolved at the local level, then write or call the regional office nearest you. Be sure to discuss the problem with the local and regional offices before contacting the national headquarters of a commissary or exchange. Defense Commissary Agency DeCA Headquarters Defense Commissary Agency 1300 E Avenue Fort Lee, VA 23801-1800 804-734-8717 Fax: 804-734-8244 Web site: www.dtic.mil/deca Eastern Region Defense Commissary Agency Eastern Region 5151 Bonney Road, Suite 201 Virginia Beach, VA 23462-4314 757-363-3500 Fax: 804-363-3565 Eastern Region, Southern Area Defense Commissary Agency Eastern Region, Southern Area 60 West Maxwell Blvd. Maxwell Air Force Base, AL 36112-6307 334-953-6318/6319 Fax: 334-953-2346/3725 Eastern Region, Northern Area Defense Commissary Agency Northeast Region Huber Road, Building 2257 Fort George C. Meade, MD 20755-5220 301-677-9782/9823 Fax: 301-677-9222/9230 Midwest Region Defense Commissary Agency Midwest Region 300 AFCOMS Way, Bldg. 3030 Kelly Air Force Base, TX 78241-6132 210-925-6655 Fax: 210-925-2619 Web site: www.dtic.mil/deca Southwest Region Defense Commissary Agency Southwest Region Marine Corps Air Station El Toro, Building 694, P.O. Box 96017 Santa Ana, CA 92709-6017 714-726-3079 Fax: 714-726-4330 Western Pacific Region Defense Commissary Agency 3401 Acacia Street Building 950 McClellan AFB, CA 95652-1154 916-569-4977 916-569-4697 (command secretary) European Region Defense Commissary Agency Europe Region DeCA-EU, Unit 3060 Kapaun Air Station, Germany APO AE 09094-3060 011-49-631-3523-105 Fax: 011-49-631-3523-110 Army and Air Force Exchange Service Central Region Army and Air Force Exchange Service P.O. Box 660320 Dallas, TX 75266-0320 972-277-7203 Fax: 972-27-7215 Web site: www.aafes.com Northeast Region Army and Air Force Exchange Service P.O. Box 660320 Dallas, TX 75266-0320 972-277-7103 Fax: 972-277-7115 Web site: www.aafes.com Southeast Region Army and Air Force Exchange Service P.O. Box 650320 Dallas, TX 75265-0447 972-277-7303 Fax: 972-277-7315 Web site: www.aafes.com U.S. Headquarters Army and Air Force Exhange Service Headquarters P.O. Box 660202 Dallas, TX 75266-0202 214-312-3531 Fax: 214-312-2754 Web site: www.aafes.com Western Region Army and Air Force Exchange Service P.O. Box 650320 Dallas, TX 75265-0429 972-277-7403 Fax: 972-277-7415 Web site: www.aafes.com Pacific Region Army and Air Force Exchange Service Unit 35163 APO AP 96378-5163 Okinawa, Japan 011-81-98-893-6134 Europe Region Army and Air Force Exchange Service Unit 24580 APO AE 09245 or Europe Region In der Witz 14-18 Building 4001 55252 Mainz-Kastel, Germany 011-49-6134-715-112 Marine Corps Exchange Service Regional Headquarters Marine Corps Exchange Marine Corps Logistics Base, Bldg. 7500 Albany, GA 31704-3059 912-888-6801 Fax: 912-439-0324 Marine Corps Exchange Henderson Hall P.O. Box 4009, Bldg. 26 Arlington, VA 22204-4009 703-979-8420 Fax: 703-979-0972 Marine Corps Exchange Marine Corps Logistics Base Bldg. 319 Barstow, CA 92311-5003 760-256-0212 Fax: 760-256-7027 Marine Corps Exchange Marine Corps Air Station P.O. Box 55018 Beaufort, SC 29904-5018 803-522-7578 Fax: 803-522-7077 Marine Corps Exchange Marine Corps Base, Bldg. 895 Camp Lejuene, NC 28542-5003 910-451-2481 Fax: 910-353-4105 E-mail: mcx@internet.net Marine Corps Exchange Marine Corps Base, Bldg. 1108 Camp Pendleton, CA 92055-5020 760-725-6233 Toll free: 1-800-MWR-1314 Fax: 760-385-0446 Marine Corps Exchange Marine Corps Air Station, Bldg. 3918 Cherry Point, NC 28533-5003 919-447-7041 Fax: 919-447-2922 Marine Corps Exchange Marine Corps Air Bases West P.O. Box 5010 El Toro, CA 92630 714-551-6532 Fax: 714-857-4031 Marine Corps Exchange PSC 561, P.O. Box 1866 FPO AP 96310-1866 Iwakuni, Japan 011-81-6117-53-5641 Fax: 011-81-827-21-7363 Marine Corps Exchange P.O. Box 63073 Bldg. 1404 Kanehoe Bay, HI 96863-3073 808-254-7522 Fax: 808-254-7508 Marine Corps Exchange Camp Elmore 1251 Yalu Street Norfolk, VA 23515-4693 757-423-1187 Fax: 757-423-5819 Marine Corps Exchange Marine Corps Recruit Depot/ERR, Bldg. 202 Parris Island, SC 29905-5003 803-525-3301 Fax: 803-525-2872 Marine Corps Exchange Headquarters U.S. Marine Corps. Quantico, VA 22134 703-784-3821 Fax: 703-784-5354 Marine Corps Exchange Marine Corps Combat Development Command P.O. Box 229, Bldg. 3500 Quantico, VA 22134-0229 703-640-8800 Fax: 703-640-6708 Marine Corps Exchange Marine Corps Recruit Depot/WRR 3800 Chosin Avenue San Diego, CA 92140-5196 619-297-2500 Fax: 619-297-2806 Marine Corps Exchange Marine Corps Air/Ground Combat Center, Bldg. 1533 Twentynine Palms, CA 92278-8150 760-830-6163 Fax: 760-368-3298 E-mail: ardenmcx29@aol.com Marine Corps Exchange Marine Corps Air Station Box 99115 Yuma, AZ 85369-9115 (head retail) 520-341-2363 Fax: 520-344-1902 Navy Exchange Service Centers Navy Exchange Officer Navy Exchange Service Center Box 104, Naval Air Station Jacksonville, FL 32212-0104 904-777-7200 Fax: 904-777-7221 (General Manager) Navy Exchange Service Center 1560 Mall Drive Norfolk, VA 23511-3898 757-440-2200 Fax: 757-444-2131 Director Navy Exchange Service Center P.O. Box 133 Pearl Harbor, HI 96860-5180 808-423-3201 808-421-3421 (manager) 808-682-7330, ext. 12 (Barbers Point manager) Fax: 808-422-7897 Navy Exchange Officer Navy Exchange Service Center Naval Station Box 368036 San Diego, CA 92136-8036 619-544-2100 619-544-2259 Fax: 619-231-7826 Commanding Officer U.S. Navy Exchange Service Center Europe PSC 810, Box 33 011-39-81-724-4420 Fax: 011-39-81-724-4312 Selected Federal Agencies Many federal agencies have enforcement and/or complaint-handling duties for products and services used by the general public. Others act for the benefit of the public, but do not resolve individual consumer problems. Agencies also have fact sheets, booklets and other information which might be helpful in making purchase decisions and dealing with consumer problems. If you wish to access Federal agencies electronically, the web sites and/or e-mail addresses are listed for a number of them. TDD numbers for text telephones are also listed for individuals with speech or hearing impairments. To find the nearest local office, look in your telephone directory under "U.S. Government," usually in the blue pages. If you need help in deciding whom to contact with your consumer problem, check the index at the end of this book or call the Federal Information Center (FIC) toll free on 1-800-688-9889. ** Indicates financial support for the publication of the Consumer's Resource Handbook Architectural and Transportation Barriers Compliance Board (ACCESS Board) 1331 F Street, NW, Suite 1000 Washington, DC 20004-1111 202-272-5434 Toll free: 1-800-872-2253 Fax: 202-272-5447 TDD: 202-272-5449; TDD/TTY toll free: 1-800-993-2822 E-mail: info@access-board.gov Web site: www.access-board.gov Centers for Disease Control AIDS Hotline Toll free: 1-800-342-AIDS (2437) (24 hrs.) Toll free: 1-800-344-SIDA (7432) (for Spanish speaking) TDD toll free: 1-800-243-7889 (Mon.-Fri., 10 a.m.-10 p.m.) Web site: www.cdc.gov Commission on Civil Rights 624 9th Street, NW Washington, DC 20425 202-376-8513 (complaint referral in DC) 202-376-8128 (publications) 202-376-8312 (public affairs) Toll free: 1-800-552-6843 (complaint referral outside DC) TDD nationwide: 202-376-8116 (complaint referral) Commodity Futures Trading Commission (CFTC) Lafayette Center, 1155 21st Street, NW Washington, DC 20581 202-418-5506 (complaints) 202-418-5080 (information) 202-418-5000 (general) Fax: 202-418-5521 (general) TDD: 202-418-5514 (complaints); 202-418-5515 (information) Web site: www.cftc.gov ** Consumer Product Safety Commission (CPSC) Washington, DC 20207 Toll free: 1-800-638-CPSC (2772) Fax on demand: 301-504-0051 TDD toll free: 1-800-638-8270 (Product Safety Hotline) E-mail: info@cpsc.gov Web site: www.cpsc.gov Call the Product Safety Hotline to report a hazardous product or product-related injury weekdays from 8:30 a.m. to 5:00 p.m. Recorded messages on safety recommendations and product recalls are available 24 hours a day, 7 days a week. Department of Agriculture (USDA) Animal and Plant Health Inspection Service Public Affairs Department of Agriculture 4700 River Road, Unit 51 Riverdale, MD 20737 301-734-7799 Fax: 301-734-5221 Web site: www.aphis.usda.gov Center for Nutrition Policy and Promotion Department of Agriculture 1120 20th Street, NW Suite 200, North Lobby Washington, DC 20036-3406 202-418-2312 202-606-8000 (publication order line) Fax: 202-208-2321 E-mail: cnpp-web@www.usda.gov Web site: www.usda.gov/fcs/cnpp.htm ** Cooperative State Research, Education, and Extension Service Department of Agriculture 1400 Independence Avenue, SW Room 3328-S Washington, DC 20250 202-720-6133 Fax: 202-690-0289 E-mail: webmaster@reeusda.gov Web site: www.reeusda.gov Or consult county or city government listings in your local telephone directory for the number of your local Cooperative Extension Service office. Inspector General's Hotline Office of the Inspector General Department of Agriculture P.O. Box 23399 Washington, DC 20026 202-690-1622 Toll free: 1-800-424-9121 Meat and Poultry Hotline Department of Agriculture 1400 Independence Avenue, SW Room 2925-S Washington, DC 20250 Toll free: 1-800-535-4555 Washington D.C. Area: 202-720-3333 TDD/TTY: 1-800-256-7072 Web site: www.usda.gov/fsis Office of Communications Department of Agriculture 1400 Independence Avenue, SW Room 506-A Washington, DC 20250 202-720-2791 Rural, Economic and Social Development Department of Agriculture 1400 Independence Avenue, SW Room 5037-S Washington, DC 20250 202-720-0740 Fax: 202-690-3162 E-mail: webmaster@rurdev.usda.gov Web site: www.rurdev.usda.gov ** Department of Commerce Bureau of the Census Customer Services Washington, DC 20233 301-457-4100 Fax: 301-457-4714 Office of Consumer Affairs Department of Commerce Room 5718 Washington, DC 20230 202-482-5001 Fax: 202-482-6007 E-mail: Caffairs@doc.gov National Institute of Standards and Technology Office of Weights and Measures Building 820, Room 223 Gaithersburg, MD 20899 301-975-4004 Fax: 301-926-0647 E-mail: owm@nist.gov Web site: www.nist.gov/owm The Office of Weights and Measures of the National Institute of Standards and Technology promotes uniformity in U.S. weights and measures laws, regulations, and standards to achieve equity between buyers and sellers in the marketplace. OWM sponsors the National Conference on Weights and Measures and administers the National Type Evaluation Program. Metric Program Building 820, Room 306 Gaithersburg, MD 20899 301-975-3690 Fax: 301-948-1416 E-mail: metric_prg.@nist.gov Web site: www.nist.gov/metric National Marine Fisheries Service Inspection Services Division Department of Commerce National Oceanic and Atmospheric Administration Silver Spring, MD 20910 301-713-2355 Toll free: 1-800-422-2750 (voluntary fishery products inspection program) Fax: 301-713-1081 Web site: seafood.ssp.nmfs.gov Patent and Trademark Office Department of Commerce Crystal Park 2, Suite 0100 2121 Crystal Drive Arlington, VA 22202 703-305-8341 Fax: 703-308-5258 Web site: www.uspto.gov/ ** Department of Defense National Committee for Employer Support of the Guard and Reserve 1555 Wilson Blvd., Suite 200 Arlington, VA 22209-2405 703-696-1391 Toll free outside DC: 1-800-336-4590 Provides assistance with employer/employee problems for members of the Guard and Reserve and their employers. See page 124 for Family and Community Service Centers. Department of Education Toll-Free Information Phone Numbers 1-800-USA-LEARN Use this phone number to obtain information on the Department of Education's programs and major initiatives; publications, videos, and other materials; directory assistance; and referrals to specialists or other experts. 1-800-424-1616 Use this phone number to reach the National Library of Education to obtain information about education statistics, research, and publications published by the Office of Educational Research and Improvement. 1-800-LET-ERIC Use this phone number to find out about the Educational Resources Information Center (ERIC) and the world's largest database of educational materials. Call to learn about new materials or receive referrals to other agencies. 1-800-4FEDAID (1-800-433-3243) Use this phone number to receive information about how to apply for federal student aid. If the student has already filed a Free Application for Federal Student Aid, he or she can check the status of the application by calling (319) 337-5665. For Direct Loan toll-free services, including information about repayment options call: Direct Loan Origination Center Applicant Services: 1-800-557-7394 Consolidation: 1-800-557-7392 TDD: 1-800-555-7395 School Relations: 1-800-848-0978 National Clearinghouse for Bilingual Education (NCBE) The George Washington University 1118 22nd Street, NW Washington, DC 20037 202-467-0867 Toll free outside D.C.: 1-800-321-NCBE (6223) Fax:1-800-531-9347 or 202-467-4283 E-mail: askncbe@ncbe.gwu.edu Web site: www.ncbe.gwu.edu NCBE is funded by the Office of Bilingual Education and Minority Languages Affairs (OBEMLA) to collect, analyze, synthesize and disseminate information related to the education of bilingually and culturally diverse students in the U.S. Office of Intergovernmental and Interagency Affairs Department of Education 600 Independence Avenue, SW Room 6442 Washington, DC 20202 202-401-0404 Fax: 202-401-8607 Office of Public Affairs Department of Education 600 Independence Avenue, SW Room 2200 Washington, DC 20202 202-401-1576 Fax: 202-401-3130 Office of Special Education and Rehabilitative Services (OSERS) Department of Education 330 C Street, SW Room 3132 Washington, DC 20202-2524 202-205-8241 TDD: 202-205-8241 Web site: www.ed.gov/offices/OSERS Student Financial Assistance Information Department of Education Toll free: 1-800-4FED-AID (433-3243) (For general information on student loans, grants and scholarships available from the Department of Education.) Toll free Default Line: 1-800-621-3115 (debt collection service) Fax: 202-708-7970 ** Department of Energy Energy Efficiency and Renewable Energy Clearinghouse P.O. Box 3048 Merrifield, VA 22116 Toll free: 1-800-363-3732 Toll free BBS: 1-800-273-2955 TDD toll free: 1-800-273-2957 E-mail: doe.erec@nciinc.com Web site: www.eren.doe.gov For information about conservation and renewable energy. Office of State and Community Programs Department of Energy Washington, DC 20585 202-586-5373 Fax: 202-586-0539 Energy Efficiency and Renewable Energy Washington DC 20585 202-586-4074 Fax: 202-586-1233 For inquiries about weatherization assistance. Office of Scientific and Technical Information Department of Energy P.O. Box 62 Oak Ridge, TN 37832 Department of Health and Human Services (HHS) Web site: www.dhhs.gov Child Abuse and Neglect Clearinghouse 703-385-7565 (8:30 a.m. - 5:30 p.m. M-F) Toll free outside DC: 1-800-394-3366 (8:30 a.m. - 5:30 p.m. M-F) Web site: www.calib.com/nccanch Inspector General's Fraud Hotline Toll free: 1-800-HHS-TIPS (447-8477) Fax: 1-800-223-8164 (cover sheet required/10 page max.) TTY toll free: 1-800-377-4950 Food and Drug Administration (FDA) Department of Health an Human Services 5600 Fishers Lane, Room 1675 Rockville, MD 20857 Toll free: 1-888-463-6332 (10:00 a.m. to 4:00 p.m. ET) Food and Drug Administration (FDA) Food Safety and Applied Nutrition Center for Food Safety and Applied Nutrition Hotline 202-205-4314 (noon to 4:00 p.m. ET) Toll free: 1-800-332-4010 (10:00 a.m. to 4:00 p.m. ET) Web site: www.fda.gov Health Care Financing Administration (HCFA) Center for Beneficiary Services Department of Health and Human Services 7500 Security Boulevard Baltimore, MD 21244-1850 Toll free: 1-800-638-6833 (This is a taped answering service; a specialist will return your call.) Hill-Burton Free Hospital Care Hotline Toll free in MD: 1-800-492-0359 Toll free outside MD: 1-800-638-0742 (1:30-3:00 p.m., M-F) National Health Information Center Department of Health and Human Services P.O. Box 1133 Washington, DC 20013-1133 301-565-4167 (DC metro area) Toll free: 1-800-336-4797 Fax: 301-984-4256 E-mail: nhicinfo@health.org Web site: nhic-nt.health.org National Cancer Institute (NCI) 301-496-5583 (public information) Toll free: 1-800-4-CANCER (422-6237) (publications) National Runaway Switchboard Toll free: 1-800-621-4000 Office of Child Support Enforcement Department of Health and Human Services 370 L'Enfant Plaza, SW, 4th Floor East Washington, DC 10447 202-401-9373 Fax: 202-205-5927 Office of Civil Rights Department of Health and Human Services 26 Federal Plaza New York, NY 10278 Toll free: 1-800-368-1019 Fax: 212-264-3039 TTY: 212-264-2355 Office of Managed Care Health Care Finance Administration Department of Health and Human Services 7500 Security Blvd. Baltimore, MD 21244 410-786-4164 Toll free Medicare Hotline: 1-800-638-6833 Fax: 410-786-0192 President's Council on Physical Fitness and Sports Department of Health and Human Services HHH Building, Room 738H 200 Independence Avenue, SW Washington, DC 20201 202-690-9000 Fax: 202-690-5211 Department of Housing and Urban Development Home Improvement Branch Department of Housing and Urban Development 451 Seventh Street SW, Room 9272 Washington, DC 20410 202-708-6396 Fax: 202-401-8951 E-mail: maurice_d_gulledge@hud.gov Web site: www.hud.gov/hmimprov.html Home Mortgage Insurance Division Department of Housing and Urban Development 451 Seventh Street, SW Room 9272 Washington, DC 20410 202-708-1420 Inspector General's Fraud Hotline 202-708-4200 Toll free outside DC: 1-800-347-3735 TDD toll free: 1-800-304-9597 Manufactured Housing & Standards Division Office of Consumer & Regulatory Affairs Department of Housing and Urban Development 451 Seventh Street, SW, Room 9156 Washington, DC 20410 202-708-6409 Toll free: 1-800-927-2891 Fax: 202-708-4213 E-mail: mbs@hud.gov The Manufactured Housing Program is a consumer protection program that regulates the construction of certain factory-built housing units called "manufactured homes" , formerly known as "mobile homes";. HUD works with 36 states to respond to consumer complaints. Office of Affordable Housing Programs Department of Housing and Urban Development 451 Seventh Street, SW, Room 7164 Washington, DC 20410 202-708-2685 Office of Fair Housing and Equal Opportunity Department of Housing and Urban Development 451 Seventh Street, SW, Room 5100 Washington, DC 20410 202-708-4252 Toll free: 1-800-669-9777 (hotline complaints) Real Estate Settlement Procedures Act Division Department of Housing and Urban Development 451 Seventh Street, SW, Room 9146 Washington, DC 20410 202-708-4560 Toll free: 1-800-217-6970 (Home Buyer Assistance) E-mail: hsg-respa@hud.gov Web site: www.hud.gov Handles complaints and provides information regarding real estate loan transactions and borrower rights under the Real Estate Settlement Procedures Act (RESPA) Department of the Interior Bureau of Indian Affairs Department of the Interior 1849 C Street, NW Washington, DC 20240 202-208-3711 Web site: www.doi.gov/bureau-indian-affairs.html Bureau of Land Management Department of the Interior 1849 C Street, NW Washington, DC 20240 202-452-5125 Fax: 202-452-5124 Web site: www.blm.gov Fish and Wildlife Service Department of the Interior 18th and C Streets, NW Washington, DC 20240 202-208-4131 Web site: www.fws.gov Geological Survey Department of the Interior 12201 Sunrise Valley Drive Reston, VA 20192 703-648-4000 Web site: www.usgs.gov National Park Service Department of the Interior 1849 C Street, NW Washington, DC 20240 202-208-4747 (public affairs office) Fax: 202-219-0190 Web site: www.nps.gov ** Department of Justice Antitrust Division 950 Pennsylvania Avenue, NW Room 3109 Washington, DC 20530 202-514-2401 Fax: 202-616-2645 E-mail: antitrust@justice.usdoj.gov Web site: www.usdoj.gov Civil Rights Division Department of Justice 950 Pennsylvania Avenue, NW Washington, DC 20530 202-514-2151 Fax: 202-514-0293 Division of Immigration and Naturalization Services (INS) Department of Justice 425 I Street, NW Washington, DC 20536 202-514-2648 Toll free: 1-800-375-5283 (ask immigration) Fax: 202-514-1776 TDD: 202-514-0139 Drug Enforcement Administration (DEA) Department of Justice Washington, DC 20537 202-307-8000 Fax: 202-307-7335 Federal Bureau of Investigation (FBI) Department of Justice 935 Pennsylvania Avenue, NW Washington, DC 20535 202-324-3000 Fax: 202-324-4705 Department of Labor Office of Public Affairs Department of Labor 200 Constitution Avenue, NW Washington, DC 20210 202-219-7316 (general inquiries) Web site: www.dol.gov Employment and Training Administration Department of Labor 200 Constitution Avenue, NW Room S-4206 Washington, DC 20210 202-219-6871 Fax: 202-273-4793 Employment Standards Administration Department of Labor 200 Constitution Avenue, NW Room S-1032 Washington, DC 20210\ 219-8743 202-219-7316 (public affairs office) Mine Safety and Health Administration Department of Labor Ballston Towers #3, 4015 Wilson Blvd. Arlington, VA 22203 703-235-1452 Toll free: 1-800-746-1554 (anonymous reporting of hazardous working conditions in mine area) Web site: www.msha.gov Occupational Safety and Health Administration (OSHA) Office of Information and Consumer Affairs Department of Labor 200 Constitution Avenue, NW Washington, DC 20210 202-219-8151 Fax: 202-219-4595 Web site: www.osha.gov Veteran's Employment and Training Service Office of the Assistant Secretary Department of Labor 200 Constitution Avenue, NW Washington, DC 20210 202-219-5573 Fax: 202-219-7341 E-mail: gberg@dol.gov Office of Labor Management Standards Department of Labor 200 Constitution Avenue, NW Washington, DC 20210 202-219-7320 Fax: 202-219-6459 Pension and Welfare Benefits Administration Office of Program Services Department of Labor Washington, DC 20210 202-219-8776 Toll free: 1-800-998-7542 (publications hotline) Women's Bureau Department of Labor 200 Constitution Ave, NW Washington, DC 20210 202-219-4486 Toll free: 1-800-827-5335 (24 hours) Fax: 202-219-5529 Web site: www.dol.gov/dol/wb/ The Women's Bureau covers work issues such as sexual harassment, pregnancy discrimination, family and medical leave, and dependent care (child and/or elder care) policies. Department of State Overseas Citizens Services Department of State Washington, DC 20520 202-647-5225 (emergencies and non-emergencies, Mon.-Fri., 8:15 a.m.-10 p.m.) 202-647-4000 (after hours emergencies, Sundays, holidays and ask for duty officer) 202-647-2688 (international child abduction; adoption of foreign children) Fax: 202-647-3732 Web site: travel.state.gov For help with emergencies and non-emergencies affecting private Americans abroad. Passport Services National Passport Information Center 1-900-225-5674 Toll free: 1-888-362-8668 (for credit card users) TDD/TTY: 1-900-225-7778 TDD Toll free: 1-888-498-3648 Web site: travel.state.gov For information on U.S. passports, including the status of pending applications. Visa Services Department of State Washington, DC 20520 202-663-1225 (8:30 a.m. - 5:00 p.m., M-F) For information on U.S. visas for foreigners. Department of Transportation (DOT) Federal Aviation Administration 800 Independence Avenue, SW Washington, DC 20591 202-366-4000 Toll free: 1-800-FAA-SURE (322-7873) (consumer hotline, 8 am-4 p.m. EST, M-F) Fax: 202-267-3505 Web site: www.faa.gov Air Safety: Federal Aviation Administration (ASY- 300) Washington, DC 20591 DC metro area: 202-267-9532 Toll free outside DC metro area: 1-800-255-1111 (safety hotline) Airline Service Complaints: Federal Aviation Administration Aviation Consumer Protection Division Washington, DC 20590 202-366-2220 Auto Safety Hotline and Fax-on-Demand Service: National Highway Traffic Safety Administration (NHTSA) 400 7th Street, SW Washington, DC 20590 202-366-0123 (safety hotline - DC metro area only) Toll free outside DC: 1-800-424-9393 (safety hotline) Fax: 202-366-3820 Web site: www.nhtsa.dot.gov Boating Safety Classes: Boat U.S. Foundation 880 S. Pickett Street Alexandria, VA 22304 703-823-9550 Toll free: 1-800-336-2628 (boat course hotline) Fax: 703-461-2855 Oil & Chemical Spills & Hazardous Waste: United States Coast Guard National Response Center 2100 Second Street, SW Washington, DC 20593 Toll free: 1-800-424-8802 Fax: 202-267-2165 Web site: www.nrc.uscg.mil United States Coast Guard, Navigation Center 7323 Telegraph Road Alexandria, VA 22315-3998 202-267-1587 Toll free: 1-800-368-5647 (Customer Information line) Railway Safety: Federal Railroad Administration Office of Safety (RRS) 400 Seventh Street, SW Washington, DC 20590 202-632-3324 Fax: 202-632-3700 Web site: www.dot.gov/dotinfo/fra/welcome.html Department of the Treasury Bureau of Alcohol, Tobacco and Firearms Department of the Treasury 650 Massachusetts Avenue, NW Washington, DC 20226 202-927-7777 Fax: 202-927-7862 Web site: www.atf.treas.gov/ Bureau of Engraving and Printing Office of External Relations Department of the Treasury 14th and C Streets, SW, Room 109M Washington, DC 20228 202-874-3019 Fax: 202-874-3177 Web site: www.bep.treas.gov/ Bureau of the Public Debt Public Affairs Officer Office of the Commissioner Department of Treasury 999 E Street, NW, Room 553 Washington, DC 20239 202-219-3302 Web site: www.publicdebt.treas.gov Comptroller of the Currency Customer Assistance Group 1301 McKinney Street Suite 3710 Houston TX 77010 Toll free: 1-800-613-6743 Web site: www.occ.treas.gov/ Financial Management Service Office of Legislative and Public Affairs Department of the Treasury Liberty Center 401, 14th Street, SW Room 555 Washington, DC 20227 202-874-6740 Web site: www.fms.treas.gov/ Internal Revenue Service (IRS) Toll free: 1-800-829-1040 (information and problem resolution) Toll free: 1-800-829-3676 (to order tax forms) Web site: www.irs.ustreas.gov Office of Thrift Supervision Division of Consumer and Civil Rights 1700 G Street, NW Washington, DC 20552 202-906-5900 202-906-6000 Toll free: 1-800-842-6929 Web site: www.ots.treas.gov/ The Office of Thrift Supervision handles complaints about Federal savings and loans and Federal savings banks. United States Customs Service 1301 Constitution Avenue, NW Washington, DC 20229 202-622-2000 202-927-1350 (library and information center) Fax: 202-927-1380 Web site: www.customs.ustreas.gov/ United States Mint Customer Service Center, 10003 Derekwood Lane Lanham, MD 20706 202-283-2646 Web site: www.usmint.gov/ United States Savings Bonds Division Department of Treasury Office of Public Affairs 800 K Street, NW Suite 800 Washington, DC 20226 202-622-2000 Toll free: 1-800-4US-BOND (toll free recording) ** Department of Veterans Affairs Toll free: 1-800-827-1000 For information about VA medical care or benefits, write, call or visit your nearest VA facility. For information about benefits: Veterans Benefits Administration (20S5) Department of Veterans Affairs 810 Vermont Avenue, NW Washington, DC 20420 202-273-7004 Toll free: 1-800-827-1000 Fax: 202-275-3591 Web site: www.va.gov For information about medical care: Veterans Health Administration (162) Department of Veterans Affairs 810 Vermont Avenue, NW Washington, DC 20420 202-273-8304 For information about burials, headstones or markers, and presidential memorial certificates: National Cemetery System (402B2) Department of Veterans Affairs 810 Vermont Avenue, NW Washington, DC 20420 202-273-5221 Fax: 202-273-6698 For consumer information or general assistance: Consumer Affairs Service (075B) Department of Veterans Affairs 810 Vermont Avenue, NW Washington, DC 20420 202-273-5760 Environmental Protection Agency (EPA) General Information on Environmental Issues 303-312-6312 (Information Service Center Hotline) Indoor Environments Division Environmental Protection Agency 401 M Street Washington, DC 20460 202-233-9421 Toll free: 1-800-438-4318 Fax: 202-233-9652 E-mail: IAQINFO@aol.com Web site: www.epa.gov/iaq/iaqxline.html Informs consumers, government organizations and industry about indoor air quality awareness and risk reduction. Inspector General's Fraud, Waste and Abuse Hotline Environmental Protection Agency 401 M Street, SW, Mail Code 2441 202-260-4977 Fax: 202-260-6976 Web site: www.epa.gov/ National Pesticide Telecommunications Network (NPTN) Oregon State University 333 Weniger Hall Corvalis, OR 97331-6502 Toll free: 1-800-858-7378 (United States, Puerto Rico, Virgin Islands) Fax: 541-737-0761 E-mail: nptn@ace.orst.edu Web site: ace.orst.edu/info/nptn A service that provides objective, science-based information about a wide variety of pesticide-related subjects, including: pesticide products, recognition and management of pesticide poisonings, toxicology, environmental chemistry. Public Liaison Division Environmental Protection Agency 401 M Street, SW Washington, DC 20460 202-260-4454 Fax: 202-260-0130 or 202-401-8150 Web site: www.epa.gov Public Information Center PIC (3406) Environmental Protection Agency 401 M Street, SW (3404) Washington, DC 20460 202-260-5922 (general information) Fax: 202-260-6257 E-mail: public-access@epamail.epa.gov Provides assistance in locating EPA and environmental information, including general interest, non-technical publications on a variety of environmental topics. Resource Conservation and Recovery Act RCRA, Superfund and EPCRA Hotline Environmental Protection Agency Washington, DC 20460 703-412-9810 (DC metro area) Toll free outside DC: 1-800-424-9346 Fax: 703-412-3333 TDD toll free: 1-800-553-7672 E-mail: epahotline@bah.com Web site: www.epa.gov Safe Drinking Water Hotline Environmental Protection Agency 401 M Street, SW Washington, DC 20460 Toll free: 1-800-426-4791 Fax: 703-285-1101 E-mail: hotline-sdwa@epamail.epa.gov Answers questions on the Safe Drinking Water Act, rules and regulations, and consumer questions. Toxic Substances Control Act Assistance Information Service Hotlline (TSCA) Environmental Protection Agency 401 M Street, SW Washington, DC 20024 202-554-1404 Fax: 202-554-5603 TDD: 202-554-0551 E-mail: tsca-hotline@email.epa.gov Equal Employment Opportunity Commission Office of Communications and Legislative Affairs Equal Employment Opportunity Commission 1801 L Street, NW Washington, DC 20507 202-663-4900 Toll free outside DC area: 1-800-669-4000 (file-a-charge information) Toll free: 1-800-669-3362 (publications) TDD toll free outisde DC area: 1-800-669-6820 (file-a-charge information) TDD toll free: 1-800-669-3302 (publications) Federal Communications Commission (FCC) General Information: Public Service Division Federal Communications Commission 1919 M Street, NW Washington, DC 20554 202-418-0200 Toll free: 1-888-CALL-FCC (225-5322) Fax: 202-418-2841 TTY: 202-418-2555 E-mail: fccinfo@fcc.gov Web site: www.fcc.gov Complaints about telephone systems: Common Carrier Bureau Consumer Protection Division Federal Communications Commission 2025 M Street, NW, Room 6202 Washington, DC 20554 202-632-7553 Complaints about radio or television: Mass Media Bureau Enforcement Division Federal Communications Commission 2025 M Street, NW Washington, DC 20554 202-418-1430 Cable service: Federal Communications Commission 2033 M Street, NW Washington, DC 20036 202-418-7096 Informal Complaints & Public Inquiry Branch Wireless Telecommunications Bureau Federal Communications Commission 1270 Fairfield Road Gettysburg, PA 17325-7245 Toll free: 1-888-CALL-FCC (225-5322) ** Federal Deposit Insurance Corporation (FDIC) Compliance and Consumer Affairs Division Federal Deposit Insurance Corporation 550 17th St., NW Washington, DC 20429 Toll free: 1-800-934-3342 TDD: 1-800-925-4618 E-mail: consumer@fdic.gov Web site: www.fdic.gov FDIC handles questions about deposit insurance coverage and complaints about FDIC-insured state banks which are not members of the Federal Reserve System. ** Federal Emergency Management Agency Federal Insurance Administration Federal Emergency Management Agency 500 C Street, SW Washington, DC 20472 202-646-2780 Toll free: 1-800-638-6620 Fax: 800-742-3148 Web site: www.fema.gov Office of Emergency Information and Media Affairs Federal Emergency Management Agency Fax: 202-646-4086 E-mail: eipa@fema.gov (general inquiries) Web site: www.fema.gov/ Office of Inspector General Federal Emergency Management Agency Toll free: 1-800-323-8603 (Government Waste Hotline) Web site: www.fema.gov/ Response and Recovery Directorate Federal Emergency Management Agency 500 C Street, SW, Room 705 Washington, DC 20472 202-646-3454 TDD toll free: 1-800-462-7585 Web site: www.fema.gov Disaster victims living in presidentially-declared major disaster area can find out if they are eligible to apply for disaster assistance by calling: Toll free: 1-800-462-9029 U.S. Fire Administration National Emergency Training Center (NETC) 16825 South Seton Avenue Emmitsburg, MD 21727 301-447-1080 (National Fire Administration) 202-646-1286 (Emergency Management Institute) Web site: www.usfa.fema.gov Federal Maritime Commission Office of Informal Inquiries and Complaints 800 North Capitol Street, NW Washington, DC 20573 202-523-5807 Fax: 202-523-0014 E-mail: josephf@fmc.gov Web site: www.fmc.gov Regulatory agency maintaining statutory authority over ocean carriers and certain other entities, operating in the waterborne foreign commerce of the United States. Our assistance is available to consumers engaged in disputes with transporting carriers as well as with cruise operators. Federal Reserve System The Board of Governors handles consumer complaints about state-chartered banks and trust companies which are members of the Federal Reserve System. Board of Governors of the Federal Reserve System Division of Consumer and Community Affairs 20th & C Street, NW Washington, DC 20551 202-452-3693 (complaints only) 202-452-3204 (public affairs) TDD: 202-452-3544 Federal Trade Commission Consumer Response Center 6th Street & Pennsylvania Ave., NW Washington, DC 20580 202-FTC-HELP (382-4357) TDD/TTY: 202-326-2502 Web site: www.ftc.gov For information about the Y2K Computer Problem call toll free: 1-800-USA-4-Y2K (1-888-872-4925) (M-F 9am-8pm EST) Web site: www.y2k.gov ** General Services Administration (GSA) Business Service Centers These centers provide practical information on contracting procedures for small businesses wishing to do business with GSA. Call 1-888-633-4472 for information on how to reach the center serving your area or access the GSA web site at www.gsa.gov/oed. Consumer Information Center (CIC) CIC publishes the free Consumer Information Catalog, which lists more than 200 free and low-cost Federal booklets on a wide variety of consumer topics, and maintains a one-stop federal consumer information web site at www.pueblo.gsa.gov For more information, see page 1 Federal Information Center (see page 2) Federal Information Relay Service (see page 133) Surplus Federal Property Sales GSA disposes of both personal property and real estate. GSA's Public Buildings Service sells most surplus government real estate. For information, you may call 1-800-472-1313 or access the GSA web site at: www.gsa.gov/pbs/pr/prhome.htm. GSA's Federal Supply Service manages the disposition of surplus Federal personal property. Such property may be (1) donated to public agencies or qualified nonprofit organizations, or (2) sold to the general public. For more information, you may access the GSA/FSS web site at www.fss.gsa.gov. Government Printing Office (GPO) The Government Printing Office (GPO) sells many Government publications and subscriptions of interest to consumers. GPO accepts orders by mail, telephone, fax, and e-mail, and operates 24 bookstores nationwide. For a free catalog of new and popular titles, which includes a list of the Government bookstores, write to: Free Catalog, P.O. Box 37000, Washington, DC 20013. To order publications and subscriptions, write to: Government Publications Government Printing Office P.O. Box 371954 Pittsburgh, PA 15250-7954 202-512-1800 Fax: 202-512-2250 E-mail: orders@gpo.gov Web site: www.access.gpo.gov National Archives and Records Administration 8th and Pennsylvania Avenue, NW Washington, DC 20408 202-501-5400 Fax: 202-501-5244 National Archives and Records Administration at College Park 8601 Adelphi Road College Park, MD 20740-6001 301-713-6800 E-mail: inquire@nara.gov Web site: www.nara.gov NARA is an independent Federal agency that helps preserve our nation's history by overseeing the management of all Federal records. NARA's mission is to provide ready access to essential evidence that documents the rights of American citizens, the actions of Federal officials, and the national experience. Federal Register 800 N. Capital Street NW Mailing; 700 Pennsylvania Ave. NW Washington, DC 20408 202-523-5240 Fax: 202-523-6866 Web site: www.access.gpo.gov/nara/index.html National Council on Disability (NCD) 1331 F Street, NW, Suite 1050 Washington, DC 20004-1107 202-272-2004 Fax: 202-272-2022 TDD: 202-272-2074 E-mail: mquigley@ncd.gov Web site: www.ncd.gov National Credit Union Administration 1775 Duke Street Alexandria, VA 22314-3428 703-518-6330 Web site: www.ncua.gov The National Credit Union Share Insurance Fund provides Federal insurance for nearly 13,000 credit unions. National Labor Relations Board Office of the Executive Secretary 1099 14th Street, NW, Room 11600 Washington, DC 20570 202-273-1940 Fax: 202-273-4270 Web site: www.nlrb.gov Nuclear Regulatory Commission (NRC) Office of Public Affairs Washington, DC 20555-0001 301-415-8200 Fax: 301-415-234 E-mail: opa@nrc.gov Web site: www.nrc.gov The NRC regulates the commercial use of nuclear materials and nuclear power in the U.S. to protect public health and safety. Pension Benefit Guaranty Corporation Customer Service Division 1200 K Street, NW Washington, DC 20005-4026 202-326-4132 Fax: 202-326-4146 TDD: 202-326-4179 ** Postal Rate Commission Office of the Consumer Advocate Postal Rate Commission 1333 H Street, NW, Suite 300 Washington, DC 20268 202-789-6830 President's Committee on Employment of People with Disabilities 1331 F Street, NW, 3rd Floor Washington, DC 20004-1107 202-376-6200 Fax: 202-376-6219 TDD: 202-376-6205 Railroad Retirement Board 844 North Rush Street Chicago, IL 60611-2092 312-751-4500 Fax: 312-751-7154 TDD/TTY: 312-751-4701 E-mail: help@rrb.gov Web site: www.rrb.gov The Railroad Retirement Board is an independent agency in the executive branch of the Federal Government. The Board's primary function is to administer comprehensive retirement-survivor and unemployment-sickness benefit programs for the nation's railroad workers and their families, under the Railroad Retirement and Railroad Unemployment Insurance Act. ** Securities and Exchange Commission (SEC) Office of Investor Education and Assistance 450 Fifth Street, NW, Mail Stop 11-2 Washington, DC 20549 202-942-7040 (information and complaints) Toll free: 1-800-SEC-0330 (for information and to order publications) Fax: 202-942-9634 (information and complaints) TDD: 202-628-9039 E-mail: help@sec.gov (information and complaints) Web site: www.sec.gov Small Business Administration (SBA) Consumer Affairs 409 Third Street, SW Washington, DC 20416 202-205-6600 Toll free: 1-800-U-ASK-SBA (827-5722) (information) Fax: 202-205-7064 Web site: www.sba.gov Social Security Administration The Social Security Administration provides retirement, survivors and disablity benefits, as well as, administers Supplemntal Security Income (SSI) payments. To report Social Secruity or SSI fraud, call toll free: 1-800-269-0271 Office of Public Inquiries 6401 Security Blvd. Baltimore, MD 21235 Toll free: 1-800-772-1213 Web site: www.ssa.gov Surface Transportation Board (STB) 1925 K Street, NW Washington, DC 20423-0001 Complaints about railroad rates and services: Office of Compliance and Enforcement 202-565-1573 (compliance and enforcement) Fax: 202-565-9011 General information: Office of Public Service 202-565-1592 (general information) Fax: 202-565-9016 Press Releases: Office of Press Services 202-565-1596 (press releases) Fax: 202-565-9016 U.S. Postal Service If you experience difficulty when ordering merchandise or conducting business transactions through the mail, or suspect that you have been the victim of a mail fraud or misrepresentation scheme, contact your postmaster or local Postal Inspector. Chief Postal Inspector 475 L'Enfant Plaza Washington, DC 20260 202-268-2284 Fax: 202-268-4365 Web site: www.usps.gov For consumer convenience, all post offices and letter carriers have postage-free Consumer Service Cards available for reporting mail problems and submitting comments and suggestions. If the problem cannot be resolved using the Consumer Service Card or through direct contact with the local post office, write or call: Consumer Advocate 475 L'Enfant Plaza Washington, DC 20260 202-268-2284 Fax: 202-268-2304 TDD: 202-268-2310 Web site: www.usps.gov TDD Services for Individuals with Hearing and Speech Impairments Consumers with hearing or speech impairments who use a Telecommunications Device for the Deaf (TDD or TTY) can get assistance for calls to a TDD number by calling: Toll free 1-800-855-1155 (AT&T) Toll free 1-800-855-4000 (Sprint) If you need assistance and you have TDD equipment, this number will put you in touch with a TDD operator who can help you with the following: * calling card calls (with an accepted telephone calling card); * collect calls (paid for by the person you are calling); * person-to-person calls (a call to a specific person); * third-party calls (calls billed to a number other than the one you are calling to or from); * calls from a public phone (only calling card, collect, person-to-person or third-party); and * directory assistance (provide the person's name, street address,city and state). Telecommunications Relay Services Telecommunications relay services are a way to link telephone conversations between hearing individuals, using a standard (voice) telephone, and individuals with hearing and speech impairments, using a TDD. Relay services allow hearing individuals to call TDD numbers and allow individuals with hearing and speech impairments to call standard (voice) telephone numbers. Calls can be made from a standard (voice) telephone number to a TDD number or from a TDD number to a standard (voice) telephone number. Local Telecommunications Relay Services To comply with the "Telecommunications" portion of the Americans with Disabilities Act (ADA), a number of states operate local relay services to link individuals with hearing and speech impairments in their local areas. Consult your local telephone directory for information on the use, services provided and dialing instructions for your local relay. Federal Information Relay Service The Federal Information Relay Service (FIRS) provides telecommunications service accessibility for individuals who are deaf, hard of hearing and speech impaired to conduct official business nationwide with and in the Federal government. FIRS serves as an intermediary for conversations between hearing individuals, deaf, hard of hearing and individuals with speech impairments using Telecommunications Devices for the Deaf (TDD/TTY). FIRS toll free TDD/TTY/voice number is 1-800-877-8339. For more information on relay communications or to obtain a FIRS brochure on how to use the FIRS service, call toll free: 1-800-877-0996 (TDD/TTY/voice). If you would like copies of the U.S. Government TDD/TTY Directory, write to the address below or download the directory from www.pueblo.gsa.gov Consumer Information Center Department TDD/TTY Pueblo, CO 81009 Books for Persons with Visual and Physical Disabilities The Library of Congress has a free reading program for anyone who is unable to read standard printed materials as a result of temporary or permanent visual or physical limitations. More than 95,000 books and magazines are available in braille and/or audio recordings. Information and catalogs for selecting