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ED 274 417 SO 017 628 TITLE Consumer's Resource Handbook and A Suggested Teacher's Guide to the Consumer's Resource Handbook. INSTITUTION Department of Transportation, Washington, D.C.; Office of Consumer Affairs, Washington,D.C. PUB DATE Jan 86 NOTE 106p. AVAILABLE FROMHandbook, Consumer Information Center, Pueblo, Colorado 81009 (free). PUB TYPE Guides - General (050)-- Reference Materials - Directories/Catalogs (132) EDRS PRICE .MF01/PC05 Plus Postage. DESCRIPTORS Accountability; *Consumer Education; *Consumer Protection; Disabilities; Disadvantaged;Legal Aid; Postsecondary Education; Public Agencies; Responsibility; Secondary Education IDENTIFIERS *Consumer Complaints; *Consumer Information; Consumers; Consumer Services; Private Sector; Public Sector ABSTRACT The booklet is an informational andeducational tool designed to help aconsumer do three things: (1) to communicatemore effectively with those who provide theproducts and services heor she buys; (2) to locatesources of help; and (3) to resolve complaints in the most effectivemanner. The booklet contains two major parts. Part 1, "How To Bea Smart Consumer," features tips on how to get the most for one'smoney and avoid purchasing problems, gives steps for handling complaintsand writing a complaint letter, and highlights special sources tocontact when unable to resolvea complaint directly through the seller.Part 2, "The Consumer Assistance Directory," listsconsumer offices in the public and private sectors that provide assistancewith consume:: complaints. An index of appropriate organizationsor agencies arranged by subject and a section highlighting servicesfor the disabled are included. The teacher's guide that concludes thisdocument is intended to be used in conjunction with the Handbookbut can be used without it also. The guide contains three sections: (1)cmo suggested teaching units with related support material (unit1 covers purchasing and unit 2 deals with effective comgainthandling); (2) a separate "Major Sources of Help" section that includespublic and private agencies; and (3) suggested follow-up activities.While written for the secondary level, the guide is alsouseful for elementary and adult programs. (TRS)

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Office of the Special Adviser to the President for Consumer Affairs and the United States Office of Consumer Affairs The White House, Washington, D C Buyers and sellers alike should recognizethe basic rights of consumers: the right to choice among products andservices; the right to information enabling them to make soundpurchases; the right to healthful and safe products; the rightto be heard when products do not meet standards. Governmentat all levels wi'l continue its responsible stewardship ofconsumer safety as well as its vigorous prosecution of illegal and deceptive practices.But in the final anal- ysis it is the knowledgeableconsumer and the responsible business person whose decisions will determinethe success or failure of products and services in thecompetitive marketplace.

An excerpt from President Reagan'sProclamation of National Consumers Week, April 22-28, 1985

a 9 THE SECRETARY OF TRANSPORTATM , WASHINGTON. D.C. 20590

OC,I I b

Dear Consumer!

The Department of Transportation is proudto co-sponsor with the white House and the U.S. Office of ConsumerAffairs this revised edition of the CONSUMER'S RESOURCE HANDBOOK.

we are an agency closely linked withyou, the consumer, and we are particularly interested in responding toyour problems. We provide vital information for a widerange of transportation issues from automobile safety to airlinebaggage and safety information. No matter what the topic, this handbookwill direct you to the best source of information foryour specific transportation questions. Elizabeth H. Dole We are happy to serve you and hope you find this Secretary in pursuing your particular inquiries. handbook useful

Sincerely,

zabeth Hanford Dole Consumer's Resource Handbook

Published by United States Office of Consumer Affairs

Virginia H. Knauer Special Adviser to the President for Consumer Affairs and Director United States Office of Convimer Affairs

Robert F. Steeves Deputy Director

Deborah Kale Tinsworth Editorial Manager

SPECIAL THANKS TO

U.S. Office of Consumer Affairs

Evelyn Armstrong Fatricia Fa ley Maggie Johnson Elva R. Awe Nellie Fegans Feena Mac Laverty Anna Gene Barnes Thomas J. Fleming Daisy Cherry Maggett Geraldine Bower Millie Gerstner Frank R. Marvin Betty Casey Paula Giancola Sally Narey Charles Cavagnaro Dorothy Godlewski Liz Nonnemacher Marion 0. Ciaccio Barbara Hill Howard Seltzer Christine Contee Kevin Ireland Gina Ley Steiner Edna Cosby Barbara Johnson Michael Stewart Joseph Dawson Fred Johnson Beverly Woodard Juanita Yates

Government Printing Office

William W. Chenoweth III Stephen L. Jewell William R. Rose James B. Watson, Jr.

Federal Trade Commission

Lynn Alfa Ila Mariam Daniel Irene Vawter

Consumer Information Center

TimBUR Daniel L. Rumelt

Office of the Governor of Utah

Carol Clark

National Association of Consumer Agency Administrators January 1986 Edition Additional free single copies of the Consumer's Resource Handbook may be obtained by writing to Handbook, Con- sumer Information Center, Pueblo, Colorado 81009. 4 THE WHITE HOUSE WASHINGTON

Dear Consumer:

Consumers today deal in an increasingly global mar- Let me also introduce to you our friendly assistant, ketplace, repleat with an endless number of domestic Eubie Smart, who appears throughout the Handbook and foreign products. Our marketplace, without a with consumer tips and reminders on resolving com- doubt, is the most spectacular in the world, featuring an plaints. Eubie is a United States Office of Consumer extraordinary variety of goods and wide choices in Affairs trademark to help identify and symbolize our quality and cost. Consumers need reliable information Office as a source of consumer education and informa- for making intelligent purchasing decisions in that tion, services and assistance. global marketplace based on their values, their resources, and the lifestyle they seek. Consumer infor- At USOCA special effort is directed toward providing mation and education enable consumers to help them- national leadership to improve consumer education op- selves both in purchasing decisions and in effectively portunities in schools, in communities, and in programs seeking restitution when problems do occur. of business and government. We work with many of the public and private sector groups listed in this Handbook This process, in an increasingly complex market- to encourage programs that provide the consumer with place, involves a relationship between buyer and seller accurate information and effective education. We want that must be based on trust, good will, and free ex- to help people help themselves to gain knowledge, in- change of information. You, as the consumer, need formation and the skills for making informed choices in information about products, credit, warranties, and the marketplace. many other important consumer services. No matter how excellent the quality of the product or service or Individual consumers will find the Handbook a handy how well informed and reputable the dealer, there will reference tool. Educators may wish to use it as a be times when human error occurs. That is why com- source of information and ideas to develop innovative munication is so important. Ours is a free marketplace teaching units in their consumer courses. Consumer where both buyer and seller profit when buyers' needs leaders in business and government will find it invalu- are satisfied. One very effective way business and in- able as a resource for locating other people who share dustry have tried to increase this satisfaction is by im- mutual consumer education program objectives, and proving consumer complaint handling programs and who may assist in resolving consumer complaints. We communication channels. hope it is helpful to you and to the consumers we all serve. This Consumer's Resource Handbook is an informational and educational tool to help you do three things: If you have a moment, please share your thoughts (1) communicate more effectively with those who pro- with me on this Handbook and how it can be made vide the products and services you buy, (2) locate even more useful to you. sources of help, and (3) resolve your complaints in the most effective manner. The Handbook contains two Sincerely, major parts. Part I, How To Be A Smart Consumer, features tips on how to get the most for your money and avoid purchasing problems, gives steps for handling your own complaint and writing a complaint letter, and highlights special sources to contact when unable to resolve your complaint directly through the seller. Part II, the Consumer Assistance Directory, lists consumer offices in both public and private sectors that Virginia H. Knauer provide assistance with consumer complaints. If you Special Adviser to the President don't know which office to contact, check the index in for Consumer Affairs the back of your Handbook, by subject, for the appropri- and Director, ate organization or agency. Also included IR a section United States Office highlighting services for handicapped pertions. of Consumer Affairs

II Table of Contents

Message From President Reagan Latter from Virginia H. Knauer, Special Adviser to the President for Con-

sumer Affairs and Director, United States Office of Consumer Affairs i i

Part I. How To B. A Smart Consumer 1 Tips on How To Get the Most for Your Money and Avoid Purchasing

Problems 1 How to Handle Your Own Complaint 2 Writing a Complaint Letter 2 Description of Major Sources of Help 4

Part II. Consumer Assistance Directory 7 Corporate Consumer Contacts 7 Automobile Manufacturers Corporate Contacts 24 Better Business Bureaus 32 United States Bureaus 32 Canadian Bureaus 35 Israeli Bureaus 36 Industry Third-Party Dispute Resolution Programs 37 Trade Associations 38 State, County, and City Government Consumer Protection Offices 40 State Banking Authorities 54 State Commissions and Offices on Aging 56 State Insurance Regulators 59 State Utility Commissions 61 State Weights and Measures Offices 64 Selected Federal Agencies 67

(To find Federal Agencies not listed below, please use index)

ACTION 67 Administrative Conference of the United States 67 AMTRAK 67 Commission on Civil Rights 67 Commodity Futures Trading Commission 67 Consumer Information Center 67 Consumer Product Safety Commission 67 Department of Agriculture 67 Department of Commerce 67 Department of Education 68 Department of Energy 68 Department of Health and Human Services 68 Department of Housing and Urban Development 68 Department of the Interior 69 Department of Justice 69 T.M. Department of Labor 69 Department of State 70 Note:Thenames,addresses, Department of Transportation phone numbers and office descrip- 70 tions presented in this publication Department of the Treasury 70 Environmental Protection Agency have beenthoroughlychecked. 70 However, because of changes im- Equal Employment Opportunity Commission 70 Federal Communications Commission 70 plemented after this printing,itis Federal Deposit Insurance Corporation possible that some information may 71 no longer be current. Federal Emergency Management Agency 71 Federal Energy Regulatory Commission 71

iii Federal Home Loan Bank Board 71 Federal Maritime Commission 71 Federal Reserve System, Board oi Governors of the 71 Federal Trade Commission 71 General Services Administration 71 Government Printing Office 71 International Trade Commission 71 Interstate Commerce Commission 71 National Consumer Cooperative Bank 71 National Credit Union Administratin- 71 National Labor Relations Board 72 Nuclear Regulatory Commission 72 Office of the Federal Register 72 Pension Benefit Guaranty Corporation 72 Postal Rate Commission 72 President's Committee cn Employment of the Handicapped 72 Railroad Retirement Board 72 Securities and Exchange Commission 72 Small Business Administration 72 Tennessee Valley Authority 72 United States Postal Service 72 Veterans Administration 72 Military Commissary and Exchange Con' 73 Federal Information Centers 75 Services for Handicapped Persons 76 Operator Services 76 Federal TDD Numbers 76 Books for Blind and Physically Handicapped Persons 78 State Vocational and Rehabilitation Agencies 79

Index 83

Federal Consumer Affairs Council Inside Back Cover

Iv Part 1 How To Be A Smart Consumer Tips on How to Get the Most for Your Money and Avoid Purchasing Problems

Before Making a Purchase:

Analyze what you need and what features are important to you.

Compare brands. Utilize word-of-mouth recommen- dations and formal product comparison reports. Check with your local library for magazines and other publications containing consumer information,

Compare stores. Look for a store with a good reputation and take advantage of sales. After Your Purchase: Check for any additional charges such as delivery and service costs. Follow proper use and care instructions for products.

Compare warranties. Read and understand the warranty provisions. Keep in mind that you may have additional warranty rights Read terms of contracts carefully. in your state. Check with your state or local consumer office to find out. A listing of these offices begins on Check the return or exchange policy. page 40.

If trouble develops, report the problem as soon as possible. Do not try to fix the product yourself as this may void the warranty.

Keep a record of efforts to have your problems reme- died. This record should include names of people you speak to, times, dates and other relevant information.

Use the complaint procedures and Consumer Assis- tance Directory in this Handbook to find out how and where to get your problem resolved.

*This character is a trademark of the United States Office of Consumer Affairs.

1 Writing a Complaint Letter

Where to Write If you have already contacted the person who soldyou the product or service or the company is out of town,you will How To Handle need to write a letter to pursue your complaint.

Your Own Complaint For a listing of many corporate consumer contacts and their addresses, see page 7. Even in today's complex marketplace, you should expect quality products and services at fair prices. When something If you are unable to find the corporate consumer contact, first goes wrong, however, you need to let the company know check in your phone directory to see if the company hasa about your problem and try to resolve it with them. Not only local office. If it does, call and ask for the name and address is this the fastest way to get your complaint resolved, but itof the consumer contact, or if they do not havesomeone who also gives the company a chance to keep you as a satisfied handles this function, the name and address of thecom- customer and gain new customers by learning from mistakes. pany's president. If there is no local listing, check Standard Most companies welcome this opportunity, and it may help& Poor's Register of Caporations, Directors and Exec- you avoid future complaints. utives. It lists over 45,000 American business firms andcan be found in most libraries. We recommend the following steps in handling your own complaint: If you don't have the name of the manufacturer of the product, check your local library for the Thomas Register. It lists the Identify Problem manufacturers of thousands of products. Identify the problem, what you have done to resolve it, and what you believe would be a fair settlement. Do you want your money back? Would you like the product repaired? Will anWhat to Write exchange do? Include your name, address and home and work phone numbers.

Gather Documentation Type your letter if possible. If it is handwritten, makesure Gather documentation regarding your complaint. Sales re- it is neat and easy to read. ceipts, repair orders, warranties, cancelled checks, or contracts will back up your complaint and help the company solve Make your letter brief and to the point. Include all important your problem. facts about your purchase including the date and place where you made the purchase and any information you can give about the product or service such as serial or model Go Back to Where You Made The numbers or specific type of service. Purchase State exactly what you want done about the problem and how long you are willing to wait to get it resolved. Be rea- Contact the person who sold you the item or performed the sonable. service. Calmly and accurately explain the problem and what action you would like taken. If that person is not helpful, ask for the supervisor or manager and repeat your complaint. A Include all documents regarding your problem. Be sure to send COPIES, not originals. large percentage of consumer problems are resolved at this level. Chances are yours will be too. Avoid writing an angry, sarcastic, or threatening letter. The Allow each person you contact a reasonable period of time to person reading your letter probably was not responsible for resolve your problem before contacting another source for your problem, but may be very helpful in resolving it. assistance. Keep a copy of the letter for your records.

Don't Give Up The following sample letter will be helpful in writing to the company. Also refer to it if you write to other sources of If you are not satisfied with the response, don't give up. If the assistance if you are unsuccessful in getting your complaint company operates nationally or the product is a national resolved directly with the company. Just remember, ifyou brand, write a letter to the person responsible for consumer need to write a letter to a Better Business Bureau, govern- complaints at the company's headquarters. If the company ment agency, trade association, or other source of assis- doesn't have a consumer office, direct your letter to the pres- tance, give additional information about what you have ident of the company. done so far toget your complaint resolved.

2 Sample ComplaintLetter

Your Address Your City, State, Zip Code Date Include Date and Location of Purchase Describe your Appropriate Person and Other Details Purchase Company Name Street Address City, State, Zip Code

Dear (Appropriate Name) :

Name Product and Serial or Last week I purchased (or haa repalted) a (name Model Number of product wi serial or model number or service or Service per o made this purchase at (location, date, and other important details of the trans- State Problem ction). Unfortunately, your product (or service) has not Give History Enclose Copies of Problem performed satisfactorily (or the service wa mnade- of Documents because Therefore, to solve the I would appreci- Ask for ate y (here stat specific action you want). Specific Action c osed are copies (copies--NOT originals) of my records (receipts, guarantees, warranties, cancelled checks, contracts, model and serial numbers, and any other documents). State Reasonable I am looking forward to your reply and resolu- Time for Action tion of my problem, and will wait three weeks before seeking third-party assistance. Include Contact me Your Address, at the above address or by phone at (home and Work and Home office numbers here). Phone Numbers

Sincerely,

Your Name

Keep Copies of Yout Letter and All Related Documents and Information

3 210 Major Sources of Help

If you have failed in your attempt to get your complaint re- Better Business Bureaus solved directly with the person or company you did business with, there are other sources of help. Many are described in What They Are: this section. Better Business Bureaus (BBBs) are non-profit organizations sponsored by private, local businesses. There are some 170 BBBs in the United States today. For a listing, see page 32. Industry Consumer Programs The services offered by BBBs vary from place to place. These include: general information on products or services, reliabil- What They Are: ity reports, background information on local businesses and Several industry associations can help you with consumer organizations, and records of companies' complaint handling problems relating to their ind istry. These associations are performances. Depending on the policy of the individual BBB, formed by individual basinesses which join together to assist it may or may not tell you the nature of the complaint against with business problems and promote their industry. Theya business, but all will tell you if a complaint has been regis- usually offer consumer information and some handle corn-tered. Many of the BBBs accept written complaints and will plaints. Trade associations have been established in justcontact a firm on your behalf. BBBs do not judge or rate about every field of business and consumer interest and num-individual products or brands, handle complaints concerning ber around 40,000 nationwide. the prices of goods or services, or give legal advice. How to Reach Them: BBBs offer binding arbitration to those who ask for it. The Selected industry associations that handle complaints are Council of Better Business Bureaus, which is sponsored by listed on page 38. Many other trade associations have vary-national businesses, also offers consumer education pro- ing consumer functions. These functions are described in agrams and reports on charitable organizations. The national directory entitled National Trade & Professional Associa- Council is located at 1515 Wilson Boulevard, Arlington, Vir- tions of the U.S. and Canada and Labor Unions or otherginia 22209 help directories. Check with your local library. Media Programs Industry Third-Party Dispute What They Are: Resolution Programs Local newspapers and radio-1V stations throughout the What They Are: United States offer "Action or "Hot Line" services where consumers with problems can get help. Special programs established by certain corporations and trade associations to help resolve problems between con-These news media often get successful results for consumers and industry members are listed on page 37. If you sumers because of their power and influence in communities, have trouble with your car, a home appliance, a funeral direc- and because the possibility of publicity may encourage a tor, or other products or services, there might be a third-party merchant or business to take swifter action to resolve con- dispute resolution program to help you. But remember, this sumer problems. Some Action Lines, however, may not be should not be the first step in solving a consumer complaint. able to handle every complaint received. They sometimes Contact them only after you have been unsuccessful in get- select the most severe problems, or those most representa- ting your complaint settled by the local company or organiza- tive of a number of complaints. tion you originally dealt with. When your own personal efforts fail to produce the desired What They Do: results, keep these "Action" resources in mind. How to Reach Them: In general, after receiving your complaint a staff person will probably try to resolve the complaint before it goes any fur- To find these services, check with your local newspapers, ther. If these staff persons acting as informal mediators can- radio and TV stations, or local library. not get the two sides to agree, they will refer your case to an independent person or panel that will then make a decision on your case. In some instances, this decision is binding and must be accepted by both the consumer and the business. In other cases, only the business is required to accept the decision. There are also programs where decisions are not binding on either party. Therefore, you should ask for a copy of the rules before you file your case with a third-party program.

4 11 State, County and City How To Reach Them: You can find out about a state licensing board by contacting Consumer Offices your local consumer office. Some boards might also have What They Are: regional offices in your area. Check your local phone book under state government offices or under professional listings. If you are not satisfied with a company's response to your You can also ask professionals or tradespersons about the complaint (or if a response is never received), a local con-board responsible for their licensing or registrationin fact, sumer office, if there is one in your area, is a good place to you should ask to see a license or registraton before you go with your inquiry or complaint Local consumer offices can decide to use their services. be particularly helpful since they can be contacted easily by phone or sometimes in person, and are familiar with local businesses and laws. Be sure to have copies of your sales Federal Agencies slips, other sales documents, and all correspondence with the retailer and manufacturer when you contact your local Some Federal agencies have enforcement responsibilities for agency. specific consumer products and services and can handle indMdual complaints. Others take action for the benefit of the If there is no local consumer office in your area, contact a public as a whole, but are not able to resolve individual con- state consumer office. State consumer offices are set up sumer problems. differently from state to state. Some states have a separate department of consumer affairs while others have a con- However, each Federal agency listed under the Selected sumer affairs office as a part of the governor's office or attor- Federal Agencies section starting on page 67 has a mecha- ney general's office, or both. 'These offices will either help you nism for responding to consumer complaints and inquiries. directly or refer you to the proper agency for assistance. Many Federal Agencies also have publications, fact sheets, and other information that may be helpful in dealing with If you have a consumer problem with a business transaction marketplace problems. If you need help in determining where occurring in a state other than where you reside, you should to go with your specific problem, check the Index at the end contact the state where you conducted your business, if pos- of this book or call the nearest Federal Information Center sible. Many state and local consumer offices have a large listed on page 75. selection of information and educational materials available. In addition, many states, counties and cities have a wide variety of other helpful community services, including social, Small Claims Courts family, youth, handicapped, day care, mental health, elderly, What They Are: general health, recreation, family planning, alcoholism, nutrition, income maintenance, child support, food stamps and If you have a complaint that you have not been able to re- libraries. A listing of state and local consumer and other gov- solve, consider going to small claims court. Court procedures ernment offices begins on page 40 of this Handbook. generally are simple, inexpensive, quick and informal. Court fees are nominal, and you often get your filing fee back if you win your case. Generally, you won't need a lawyer. In fact, in Occupational and Professional some states, lawyers are not permitted. If you do live in a state that allows lawyers and the party you are suing brings Licensing Boards one, don't be intimidated. The court is informal and most judges make allowances for consumers who appear without What They Are: lawyers. If you have a problem with professional or occupational services, you may be able to get help from a state licensing or But remember, even though the court is informal, the ruling of the court must be followed, just like any other court. regulatory board. There are an estimated 1,500 state boards which license or register more than 550 professions and oc-What They Do: cupations, including doctors, lawyers, nurses, accountants, pharmacists, funeral directors, plumbers, electricans, autoThese courts, as the name suggests, are for small claims. repair facilities, employment agencies, collection agencies, The maximum amounts that can be claimed or awarded differ and electronic repair facilities. from state to state. What They Do: If the party bringing the suit wins the case, the party who lost often wili follow the court's decision without additional legal State boards set licensing standards: set rules and regula-action. Sometimes, however, losing parties will not obey the tions; prepare and give examinations; issue, deny or revokedecision. In these cases, the winning party may go back to licenses; bring disciplinary actions; and handle consumercourt and ask for the order to be "enforced." Depending on complaints. local laws, the court may, for example, order property to be taken by law enforcement officials and sold. The winning If yo I contact a state board for help, it will usually bring your complaint to the attention of its licensee and it will seek a party will get the money from the sale up to the amount they satisfactory resolution to your problem. If necessary, theare owed. Or, if the person who owes the money receives a salary, the court may order the employer to garnish or deduct board may conduct an investigation and take disciplinary ac- some money from each paycheck and give it to the winner of tion against the licensee in the form of probation, license the law suit. suspension or revocation.

Many boards will also have consumer education materials to help you in selecting a professional or tradesperson in their field. 12 5 How To Reach Them: Consumer Credit Counseling Check your local phone book under your municipal, countyor Services state government headings for small claims court listings. When you contact the court, ask the court clerk how touse What They Are: the small claims court. Sit in on a small claims court session Counseling services provide aid to individuals having diffi- before taking a case to court to become familiar with itsoper- ation. culty budgeting their money and/or meetingnecessary monthly expenses. Many organizations, including credit unions, family service centers and religious organizations of- Legal Aid and Legal Services fer some type of credit counseling. What They Are: Another source of help is the Consumer Credit Counseling Services (CCCS), sponsored by the National Foundationfor Legal Aid and Legal Services offices help people who cannot Consumer Credit and financially supported by banks,credit afford to hire private lawyers, and who meet financial eligibil-card companies, finance companies and other credit offering ity requirements. There are more than 1,000 of these offices organizations. around the country, staffed by lawyers, paralegals (people who have taken courses in legal assistance) and law stu-What They Do: dents. All offer free legal services to those who qualify. The CCCS counseling program providesmoney manage- In some cities, both Legal Aid and Legal Services officesare ment techniques, debt payment plans, and educationalpro- federally funded. Legal Aid offices may also be financed by grams. In working out a debt repayment program individually state, local, or private funding, or by local bar associations. tailored to a consumer's agreed upon ability topay, a coun- The Legal Services Corporation in Washington, D.C.,is selor takes into consideration the needs of the family and the funded by the Federal Government, and it, in turn, awards requirements and needs of the creditor. grants to local Legal Services programs around the country. Consumer credit counseling programs are nonprofit andpro- Also, many law schools throughout the nation conduct law vide service either free or for a nominal charge. clinics, where students assist other lawyersas part of their training. How To Reach Them: What They Do: To find out if your area is covered by a CCCS, look inyour local phone directory or check with the National Foundation These offices generally offer legal assistance with problems for Consumer Credit, 8701 Georgia Avenue, Suite 601, Silver such as landlord-tenant, credit, utilities, family issues suchas Spring, Maryland 20910. divorce and adoption, social security, welfare, unemploy- ment, and worker's compensation. Each legal aid office has its own board of directors that determines the priorities of theOther Consumer Information office and the kinds of cases handled. Therefore, the Legal Aid office serving your area may not handle all of the types of The Consumer Information Catalog listsmore than 200 free cases mentioned above. However, these offices should be or low-cost federal booklets on a variety of topics, many of able to refer yuu to other local, state or national organizationswhich would be helpful in addressing consumer complaintsor that can provide advice or help. problems. Topics include: careers and education, childcare, federal benefits, financial planning, gardening, health,housing, small business, travel, hobbies, cars, etc. This free Cata- Private Lawyers log is published quarterly by the Consumer Information Cen- ter of the U.S. General Services Administration, andmay be How To Reach Them: obtained by sending your name and address to: Consumer If you need help in f.iding a lawyer, check with the Lawyer Information Center, Pueblo, Colorado 81009. Referral Service of your state, city or county bar association. Local and state bar associations are usually listed inarea telephone directories. Please note that some of the sources of help Since lawyers are now permitted to advertise, it is a bit easier listed in the Consumer's Resource Handbook to find one who fits your needs and your pocketbook. Check have a policy of declining complaints from con- the Yellow Pages of the telephone directory ornewspapers sumers who have sought prior legal counsel. for these adveriisements. If you have a complaint aboutan attorney or need further information, again contact your state, city or county bar association. Private and Voluntary ,Consumer Groups Private and voluntary consumer organizations are usually created to advocate various or specific consumer interests. In some communities they will help individual consumers with their complaints. To find out if such a group is in yourcommu- nity, contact your state or local consumer affairs office. 13 6 PART H Consumer Assistance Directory Corporate Consumer Contacts

If you have tried to resolve a problem directly with the person Should you have a problem with a Wrangler product, with whom you originally did business but have been unsuc- correspondence should be directed to the consumer cessful, the next step is to contact the company's headquar- representative at Blue Bell, Inc., because Blue Bell produces ters. This section will help you find the address for the head- the Wrangler line. quarters and, in most cases, the appropriate person to contact. Most listings include phone numbers. When there is If you do not find the product name listed in this section, check an "800" (toll free) number, it is highlighted. the product's label for the name and address of the manufacturer. Various Federal agencies require If you are unable to find the company's address in this sec- manufacturers or distributors to disclose this information on tion, Standard and Poor's Register of Coiporations, 0:rec-the label. If you don't have the name of the manufacturer of tors, and Executives, found in most public libraries, also lists the product, check your local library for the Thomas Registor, the addresses of over 45,000 American business firms. which lists the manufacturers of thousands of products. Throughout this section you will notice companies or brand To save time and energy, don't forgetfirst take your names listed with an instruction to contact another company complaint back to where you made the purchase. If you listed in the book. For example, contact the corporate headquarters first, the representative will probably direct you back to your local retailer or business Wrangler Jeans office. See Blue Bell, Inc. .1=1,

A Michelle Evans Eugene Dieringer Sue Holiday Manager, Consumer Relations Director, Consumer Relations Consumer Correspondent Sheliah Jordan Department American Airlines American Greetings Agency Complaint Coordinator Alberto-Culver Company P.O. Box 619616,5E12 Corporation AAMCO Transmissions, 2525 Armitage Avenue Da Pas/Fort Worth Airport, 10500 American Road Inc. Melrose Park, Illinois 60160 Texas 75261-9616 Cleveland, Ohio 44144 One Presidential Boulevard (312) 450-3163 (214) 355-1234 (216) 252-7300 Bala Cynwyd, Pennsylvania 19004 Martha T. Siegel Bill Bendell Lindsey Anderson (Contact (215) 668-2900 Director, Corporate Consumer American Automobile Lenses) Affairs Association American Optical Corpo- Rick Gremer Alcon Laboratories, Inc. AAA Approved Auto Repair ration Manager, Consumor Relations 6201 South Freeway Program 55 New York Avenue Admiral Fort Worth, Texas 76134 811 Gatehouse Road Framingham, Massachusetts P.O. Box 2845 (817) 293-0450, ext. 2454 Falls Church, Virginia 22047 01701 Bloomington, Illinois 61701 (written complaints only) (617) 879-7640 (309) 827-0002 Diane Guy Consumer Affairs Department Otto Fohl John Sa Ice (Spectacles) Debra Perotti Allied Van Lines, Inc. Director, Business Information American Optical Corpo- Consumer Affairs Assistant P.O. Box 4403 American Cyanamid ration AETNA Life & Casualty Chicago, Illinois 60680 Company 14 Mechanic Street 151 Farmington Avenue (312) 681-8000 One Cyanamid Plaza Southbridge, Massachusetts Hartford, Connecticut 06156 Wayne, New Jersey 07470 01550 (203) 273-7894 Don Jayhan (201) 831-2000 (617) 765-9711 ext. 2786 Consumer Affairs Director Helen L. Becker Allstate Insurance Com- Martin J. Hummel Ronald J. Fojtlin Manager, Consumer Affairs pany Vice President Manager, Consumer Affairs Airwick Industries, Inc. Allstate Pk 2a American Express American Standard 380 North Street Northbrook, Illinois 60062 American Express Plaza P.O. Box 2003 Teterboro. New Jersey 07C08 (3121 291-6719 New York, New York 10004 New Brunswick, New Jersey (201) -8200 (212) 323-2000 08903 Thomas Zancki (201) 885-1900 Timothy Orkins Senior Vice President L. Dale Edwards Director, Consumer Affairs Alpha Beta Company Second Vice President Michael T. Miller Alaska Airlines, Inc. 777 South Harbor Boulevard American General Fire Vice President and Assistant P.O. Box 68900 La Habra, California 90631 and Life Insurance Co. Secretary Seattle, Washington 98168 (714) 738-2141 American Genetal Center 1272 American Stores com- (206) 431-7286 Nashville, Tennessee 37250 pany Paul M. Patterson (615) 749-1841 P.O. Bo:: 27447 Manager, Customer Relations Salt Lake City, Utah 84127 Amana Refrigeration, (801) 539-0112 Inc. Amana, lowa 52204 (319) 622-5511 14 7 CORPORATE CONSUMER CONTACTS

Susan A. Mattaroccl Customer Relations Customer Relations Jacquie DelBucchia Manager, Consumer r:Aations Department Atlantic Richfield Vice President Customer American Tourister, Inc. Apple Computer, Inc. Company Relations 91 Main Street 20525 Marianl Avenue, Mail Room 1939 Bank of America Warren, Rhode Island 02885 Stop 27F 515 South Flower Street National Trust & (401) 245-2100 Cupertino, California 95014 Los Angeles, Cali!omia 90071 Savings Association 800-538-9698 (toll free (213) 486-0268 555 California Street, Customer Sales and Service information on dealer AMF/Head Department 3523 location only) J. R. Patterson San Francisco, California P.O. Box CN 5227 (408) 973-2222 (other calls) Vice President, Customer 94104 Princeton, New Jersey 08540 Service and insurance (415) 622-6081 (609) 799-9000 A&P Supermarkets Atlas Van Lines See Great Atlantic and 1212 St. George Road Pamela Richard Harry Matte Pacific Tea Company Evansville, Indiana Assistant Manager, Publicity Senior Vice President and 47703-0509 and Public Relations Director of Corporate Danny Wood 800-457-3705 (toll free) Baskin Robbins 31 Ice Communications Manager, Consumer Relations Amfac, Inc. Creams ARA Manufacturing Robert L. Schauer Glendale, California 92101 P.O. Box 7813 Company Division Manager, Corporate (818) 956-0031 San Francisco, California P.O. Box 534002 Relations 94120 Grand Prairie, Texas 75053 AT&T (415) 772-3300 Consumer Affairs Department (214) 647-4111 550 Madison Avenue, Department #3402 800-527-7914 (toll free) Room 2441 John B. Shaw Bausch and Lomb, Inc. New York, New York 10022 1400 North Goodman Street Coordinator, Customer Jill Mattera (212) 605-6665 Rochester, New York 14692 Relations and Consumer Showroom Manager, Customer (716) 338-6000 Affairs Relations Lynne Lappin Amoco OH Company Ads Gloves Superintendent, Customer Corporate Relations 200 East Randolph 417 5th Avenue Service Beatrice Foods Chicago, Illinois 60601 New York, New York 10016 Avis Rent-A-Car System (312) 856-5894 Company (212) 532-8627 900 Old Country Road 2 North LaSalle Street 800-223-2218 (toll free) Garden City, New York 11530 Chicago, Illinois 60602 C. T. Kraft (516) 222-4200 (312) 558-4199 Director, Customer Relations Supervisor, Consumer AMTRAK Relations Lynn Baron, Manager, Consumer/Public Affairs 400 North Capitol Street, N.W. Armour Dial Products Consumer Information Department Washington, D.C. 20001 Greyhound Tower - Station Center (written inquiries only) Beechman Products No. 616 Avon Products, Inc. P.O. Box 1467 Phoenix, Arizona 85077 9 West 57th Street Pittsburgh, Pennsylvania 15230 Robin Horder (602) 248-2595,96 New York, New York 10019 800-242-1718 (toll free inside Manager, Consumer and (212) 546-7777 Pennsylvania) Customer Services Kathleen Thompson Amway Corporation 800-245-1040 (toll free Consumer Representative Consumer Affairs outside Pennsylvania) 7575 East Fulton Road Armour Food Products A&W Beverages, Inc. Ada, Michigan 49355 15101 North Scottsdale Road 244 Westchester Avenue David Johns (616) 676-6000 Scottsdale, Arizona 85260 White Plains, New York 10604 Director, Human Resources (602) 998-6184 or 998-6347 (914) 683-5890 Department Jim Berg Begley Company Supervisor of Products, Service Fred Fuest P.O. Box 1000 and Repair Manager, Consumer Affairs Adelina Silver Richmond, Kentucky 40475 Andersen Corporation Armstrong Rubber (606) 623-2550 Bayport, Minnesota 55003 Company Director, Public Relations (612) 439-5150 500 Sargent Drive Bacardi Corporation John Fullerton P.O. Box G 3549 New Haven, Connecticut Manager, Consumer Relations Mark Addicks 06536-0201 San Juan, Puerto Rico 00936 Bernington Products, Manager, Public Affairs 800-243-0187 (toll free) (809) 795-1560 Inc. Anderson, Clayton and 60 Main Street Company Jane W. Deibler Sheery Bean P.O. Box 2538 Bridgeport, Connecticut 06602 Manager, Customer Response Manager, Consumer Relations (203) 367-4400 Houston, Texas 77252 Center Ball Flexknit (713) 651-0641 933 Meacham Road Armstrong World Robert Austin Industries Statesville, North Carolina Better Homes and Robert Distelrath, Manager, P.O. Box 3001 28677 Gardens Consumer Relations Lancaster, Pennsylvania 17604 (704) 872-2785 Anheuser Busch, Inc. P.O. Box 4536 800-233-3823 (toll free) Des Moines, Iowa 50336 One Busch Place William Peltier 800-247-2504 (toll free) St. Louis, Missouri 63118 Arrow Shirts Vice President, Corporate (314) 577-3093 Communications See Cluett, Peabody, and Lorraine Dorsey Company, Inc. Bally Manufacturing Corporation Customer Service Representative Diana Goralczyk 8700 West Bryn Mawr Black and Decker Manager, Customer Relations Chicago, Illinois 60631 Manufacturing Atari (312) 399-1300 Company P.O. Box 61657 701 East Joppa Road Sunnyvale, California 90488 Towson, Maryland 21204 (408) 745-2000 (301) 583-3900 8 15 CORPORATE CONSUMER CONTACTS

Eddie Feinstein V.C. Camerer W. Sean O'Neill Bruce Wagner Director of Communications Supervisor, Consumer Affairs Manager, Consumer Service Supervisor H&R Block, Inc. Brown and Williamson Communications Champion Spark Plug 4410 Main Street Tobacco Corporation Caloric Corporation Company Kansas City, Missouri 64111 1500 Brown and Williamson 403 North Mein Street P.O. Box 910 (816) 753-6900 Tower Topton, Pennsylvania 19562 Toledo, Ohio 43661 P.O. Box 35090 (215) 682-4211 (419) 535-2567 Barbara Buttry Louisville, Kentucky 40232 Consumer Relations (502) 568-7231 Drew Fox Rosemary Littlefield Blue Bell, Inc. Director, Consumer Relations Customer Relations 201 North Eugene Street Deborah A. Carter Campbell Soup Coordinator Greensboro, North Carolina Consumer Relations Company Chanel, Inc. 27401 Administrator (B-F Spirits, Campbell Place Nine West 57th Street (919) 373-3564 Ltd.) Camden, New Jersey 08101 New York, New York 10019 Brown-Forman Distillers (609) 342-4800 (212) 688-5055 Dan Evans, Chief Executive Corporation Officer and Secretary P.O. Box 1080 Joyce Hintz Annamarie Gonda Bob Evans Farms Louisville, Kentucky 40201 Manager, Corporate Director, Consumer Relations 3776 South High Street (502) 585-1100 Communications Charles of the Ms Group, P.O. Box 07863 Canada Dry Corporation Ltd. Columbus, Ohio 43207 Karen Knutson 100 Park Avenue 770 Broadway (614) 491-2225 Director, Customer Relations New York, New York 10017 New York, New.York 10003 Budget Rent-A-Car (212) 953-5900 (212) 420-5828 Steffne Miller Corporation Manager, Consumer Affairs 3350 Boyington Drive Sheila Howell Walter Dabek U.S. Borax & Chemical Carrollton, Texas 75006 Consumer Complaint Manager, Consumer Response Corporation (312) 580-5000 Department Chesebrough-Pond's 3075 Wilshire Boulevard Cannon Mills Company Inc. Los Angeles, California 90010 Manager, Customer Relations Lake Circle Drive 33 Benedict Place (213) 381-5311 or Buiova Watch Company Kannapolis, North Carolina Greenwich, Connecticut 06830 800-421-8427 (toll free) 75-20 Astoria Boulevard 28081 800-243-5320 (toll free) Jackson Heights, New York (704) 933-1221 Karen Wilson 11370 Jce Keith Manager, Consumer Response (718) 565-4200 Rhoda Multz Supervisor, Dealer and Department National Manager, Consumer Affairs Borden, Inc. Burlington Hosiery Customer/Dealer Relations Chevron U.S.A., Inc. 180 East Broad Street See Kayer-Roth Hosiery Canon USA, Inc. P.O. Box H Columbus, Ohio 43215 1 Canon Plaza Concord, California 94524 (614) 225-4511 Doris Covington Lake Success, New York (415) 827-6413 Coordinator, Consumer 11042 Susan Botello Information (516) 488-6700 Nancy Sevinsky Manager, Customer Relations Burlington industries Supervisor, Consumer Bradiees Stores P.O. Box 21207 George Wilkins Relations 1 Brad lees Circle Greensboro, North Carolina Manager, Corporate Church & Dwight Braintree, Massachusetts 27420 Corrmunications Company, Inc. 02184 (919) 379-2331 Carnation Company 469 North Harrison Street (617) 770-5377 5045 Wilshire Boulevard Princeton, New Jersey 08540 Patricia Capella Los Angeles, California 90036 (609) 683-5900 Bernadette Hardy Manager, Corporate (213) 932-6000 Supervisor, Consumer Contributions and Nathanial J. Sutton Relations Community Relations Dr. Kathleen Morrow Vice President, Customer Bristol-Myers Products Burroughs Corporation Consumer Relations Manager Affairs 345 Park Avenue One Burroughs Place Carrier Air Conditioning Citibank, N.A. New York, New York 10154 Detroit, Michigan 48232 Company 399 Park Avenue (212) 546-4000 (313) 972-7000 P.O. Box 4808 New York, New York 10043 Syracuse, New York 13221 (212) 559-0403 Helen P. Mohan Janet Du Bane (315) 432-0761 (local) Customer Relations Manager, Director, Consumer Relations 800-227-7437 (toll free Cathi Hunt USA Butterick Company, Inc. outside of Syracuse) Director, Consumer Satisfaction British Ariways 161 6th Avenue Clairol, Inc. 245 Park Avenue New York, New York 10013 Joyce Steele 345 Park Avenue New York, New York 10167 (212) 620-2500 or Manager, Consumer New York, New York 10154 (212) 878-4704 800-221-2670 (toll free) Communications (212) 644-2990 (In New York, Castle & Cooke, Inc. call collect) Charles A. Zahka 50 California Street 800-223-5800 (toll free Divisional Vice President of San Francisco, California outside new York) Consumer Affairs Robert Masie 94111 Administrative Sales Manager Broadway Department (415) 986-3000 C. Kay Whitehurst Stores California and Hawaiian Consumer Services Manager 3880 North Mission Road Sugar Company (C&H) Thomas M. Hyde Clorox Company One California Street Los Angeles, California 90031 Manager, Consumer Services P.O. Box 24305 San Francisco, California (213) 227-2440 CBS Toys Oakland, California 94623 94111 41 Madison Avenue (415) 271-7283 (415) 772-3800 33rd Floor New York, New York 10010 (212) 481-6687 16 9 CORPORATE CONSUMER CONTACTS

Kathy Larkin John R. Stone Jim Compton Joseph Goldkopf Consumer Complaints Vice President and Director Director, Consumer Relations Director, Consumer Relations Cluett, Peabody and Consumer Affairs Cooper Tire & Rubber Cuisinarts, Inc. Company, Inc. Combined Insurance Company 411 West Putnam Aventas 530 Fifth Avenue Company of America P.O. Box 550 Greenwich, Conii.cticut 06830 New York, New York 10036 707 Combined Center Findlay, Ohio 40839 (203) 622-4600 or (212) 930-2900 Northbrook, Illinois 60062 (419) 423-1321 800-243-8540 (toll free) (312) 564-8000 Consumer Information Center Margia Hausburg Robert J. Burke Coca-Cola Company Michael Epps Qualify Assurance Analyst Director, Consumer Affairs P.O. Drawer 1734 Manager, Customer Support Adolph Coors & Culligan International Atlanta, Georgia 30301 Commodore Business Company Company 800-438-2653 (toll free) Machines, Inc. Golden, Colorado 80401 One Culligan Parkway 1200 Wilson Drive (303) 279-6565 Northbrook, Illinois 60062 Charles Mcllwaine West Chester, Pennsylvania (312) 498-2000 Vice President, Corporate 19380 David Karpinski Communications (215) 436-4200 or Office Manager Marvin E. Eisenstadt Coleman Company, Inc. 800-247-9000 (toll free) Copper-Brite, Inc. President 250 North St. Francis Avenue 5147 West Jefferson Boulevard Cumberland Packing Wichita, Kansas 67202 Shirley Merke Los Angeles, California 90016 Corporation (316) 261-3211 Director of Consumer Services (213) 933-9331 Two Cumberland Street Conair Corporation Brooklyn, New York 11205 Grace Richardson 11 Executive Avenue Elizabeth Thomas (718) 858-4200 Director, Consumer Affairs Edison, New Jersey 08817 Director, Consumer Relations Colgate-Palmolive (201) 287-4800 or Coppertone Corporation Company 800-631-5391 (toll free) (Schering-Plough Consumer 300 Park Avenue Operations) Laurie R. Abramson New York, New York 10022 Janet Venditti 3030 Jackson Avenue Director, Consumer Relations (212) 310-2000 Manager, Consumer Affairs Memphis, Tennessee 38151 Dannon Company, Inc. Congoleum Corporation (901) 320-2386 22-11 38th Avenue Nina Kenney 195 Belgrove Drive Long Island City, New York Vice President, Consumer Keamy, New Jersey 07032 Evelyn F. Krause 11101 Affairs (201) 991-1000 Manager, Consumer Affairs (718) 361-2240 Colonial Penn Group, Corning Glass Works Inc. Cecil A. Bethea HP BB-01 Wanda Heath 5 Penn Center Plaza Director, Group Operations Coming, New York 14831 Consumer Service Philadelphia, Pennsylvania Connecticut General (607) 974-8841 Danskin 19181 Life Insurance (International Playtex, Pennaco (215) 988-8207 Company Dr. A. John Penicnak Hosiery Divsion) Group Insurance Operations Senior Vice President, 1261 South Commerce James M. O'Sullivan Hartford, Connecticut 06152 Corporate Scientific Grenada, Mississippi 38901 Vice President, Government (203) 726-6000 Department or Connie J. (601) 226-2611 Affairs Shelby, Manager, Consumer Columbia Gas Jim Leach Affairs Stephen Miller Distribution Coordinator, Distributor Cosmair, Inc. Senior Vice President Companies Relations 575 Fifth Avenue Dean Witter Reynolds 200 Civic Center Drive Conoco, Inc. New York, New York 10036 Organization P.O. Box 116 P.O. Box 2197 (212) 840-3900 101 California Street Columbus, Ohio 43215-0116 Houston, Texas 77252 San Francisco, California (614) 460-2568 (713) 293-1609 J. Michael Nohava 94111 Manager, Consumer Relations (415) 955-6000 Maura O'Keefe Cynthia Grimm Cotter and Company Manager, Customer Related Manager, Consumer Relations 2740 Clybourn Avenue John Deere Company Projects Continental Airlines Chicago, Illinois 60614 John Deere Road Columbia House P.O. Box 4607 (312) 975-2700 Moline, Illinois 61265 1211 Avenue of the Americas Houston, Texas 77210-4607 (309) 752-8000 New York, New York 10036 800-525-0280 (toll free) Eileen Hertz ler (212) 975-6217 Director, Customer Service Catherine Randle Barbara Cella Cramer Products, Inc. Supervisor, Consumer Affairs Carl Ravasi Manager, Customer Relations P.O. Box 1001 Del Monte Corporation General Manager Continental Bank Gardner, Kansas 66030 P.O. Box 3575 Columbus Coated 231 South LaSalle Street (913) 884-7511 San Francisco, California Fabrics Company Chicago, Illinois 60697 94119 1280 North Grant Avenue (312) 828-5795 Ellen T. Bryant (415) 442-4803 Columbus, Ohio 43216 Consumer Affairs (614) 297-6125 William Bentzin Representative D. W. Shaw Manager, Business Crum and Forstor General Manager, Consumer Phyllis D. Beattie Development Insurance Company Affairs Director, Consumer Services Control Data 211 Mt. Airy Road Delta Air Lines Combo Chemical, Inc. Corporation P.O. Box 0558 Atlanta Hartsfield International 1101 West Chester Avenue 8100 34th Avenue, South Basking Ridge, New Jersey Airport White Plains, New York 10604 Minneapolis, Minnesota 55440 07920 Atlanta, Georgia 30320 (914) 694-5454 (612) 853-4569 (201) 953-3138 (404) 765-2600 CORPORATE CONSUMER CONTACTS

Joseph Collins Jane Lagusch Alice Eberhardt Linda Rogers President, Power Tool Division Secretary to the President Consumer Relations Assistant Manager, Consumer Affairs Delta International Drug Emporium, Inc. Elaine Powers Figure Department 246 Alpha Drive 7760 Olentangy River Road, Salons, lac. Fanny Farmer Candy Pittsburgh, Pennsylvania 15238 Suite 207 105 West Michigan Street Shops Worthington, Ohio 43085 Milwaukee, Wisconsin 53207 #4 Preston Court Marilyn Combellick, (614) 888-6876 (414) 273-2200 ext. 2353 Bedford, Massachusetts 01730 Coodinator of Guest Relations (617) 275-1300 Denny's Restaurants Janine LeMedica Randy T. Lova llo 800-225-1363 (toll free) 14256 East Firestone Consumer Complaints Staff Attorney Boulevard Duffy-Mott Company, Electrolux Corporation Judy Woo Ifolk La Mirada, California 90637 Inc. 3003 Summer Street Home Economist (714) 739-8100 High Ridge Park Stamford, Connetticut 06905 Faultloss Starch/Bon P.O. Box 3848 (203) 359-3600 Aral Company Customer Assistance Stamford, Connecticut 1025 West 8th Street Department 06905-848 Customer Service Department Kansas City, Missouri 64101 Digital Equipment (203) 329-8091 Emory Worldwide (616) 421-7075 Corporation Wilton, Connecticut 06897 40 Old Bolton Road Stephen Yanacek, Consumer (203) 762-8601 John West Stow, Massachusetts 01775 Affairs Manager Senior Manager, Service (617) 493-7161 Dunlop Tire and Rubber James F Assurance Corporation Director of Company Relations Federal Express Susan Ashby P.O. Box 1109 Encyclopedia Vice President, Customer Corporation Buffalo, New York 14240 Brittannica, Inc. P.O. Box 727, Department Service Diners Club (716) 879-8258 310 South Michigan Avenue 2640 Chicago, Illinois 60604 Memphis, Tennessee 38194 International Product Information Division (312) 347-7232 (901) 922-5642 183 Inverness Drive West E. I. DuPont De Englewood, Colorado 80112 Nemours Benny M. Hill Betty Lobed (303) 790-2433 (In Colorado) Wilmington, Delaware 19898 Manager of Public Relations Federated Department 800-525-9135 (toll free 800-441-7515 (toll free) and Publicity Stores, Inc. outside Colorado) Entex, Inc. Seven West Seventh Street Sharon Lombardi P.O. Box 2628 Lon Lowrey Cincinnati, Ohio 45202 Consumer Relations Manager Houston, Texas 77001-2628 Professional Relations (513) 579-7000 Duracell International, (713) 654-5227 Manager Inc. Cathy Sharkey Dorsey Laboratories Berkshire Industrial Park P.O. Box 83288 Labat Yancy Manager, Consumer Services Bethel, Connecticut 06801 Director of Consumer Affairs Fieldcrest Mills Lincoln, Nebraska 68501 800-243-9540 (toll free) (402) 464-6311 or Equifax, Inc. 60 West 40th Street 800-228-4171 (toll free) P.O. Box 4081 New York, New York 10018 Atlanta, Georgia 30302 (212) 536-1284 (404) 885-8000 Robert J. Posch, Jr. Patricia Robinette Associate Counsel Finest Supermarkets Manager, Customer Relations Theresa M. Sullivan Doubleday & Company, Eastern Airlines See First National Inc. Consumer Relations Director Supermarkets, Inc. Miami International Airport Estee Lauder, Inc. 501 Franklin Avenue Miami, Florida 33148 767 Fifth Avenue Mary Luethmers Garden City, New York 11530 (305) 873-3450 (516) 294-4628 New York, New York 10153 Customer Relations Manager (212) 572-4200 Fingerhut Cor,nration Kenneth Banks Debra Cort Burns 11 Mc Leland Roau Director cf Advertising and Barbara Colangelo or Sandra St. Cloud, Minnesota 56395 Manager, Consumer Affairs Planning Dow Chemical Company Maser (612) 252-3181 or Eckerd Drug Company Consumer Affairs 800-328-7092 (toll free P.O. Box 68511 P.O. Box 4689 Indianapolis, Indiana 46268 Ethan Allen, Inc. outside Minnesota) Clearwater, Florida 33518 Ethan Allen Drive (317) 873-7712 (collect calls 1813) 397-7461 accepted from Indiana) Danbury, Connecticut 06811 Paul Thibodeau (203) 743-8546 Director, Consumer Affairs 800-428-4795 (toll free Gerry Luepke outside Indiana) Firestone Tire & Rubber Consumer Information Services Joseph V. Bres Company Economics Laboratory, Manager, Consumer Affairs Jim Ball Inc. 1200 Firestone Parkway Director, Corporate Exxon Company, U.S.A. Akron, Ohio 44317 Osborn Building, 370 Wabasha Communications P.O. Box 2180 800-321-1252 (toll free) St. Paul, Minnesota 55102 Houston, Texas 77252-2180 Dr. Pepper Company (612) 293-2233 5523 East Mockingbird Lane (713) 656-4845 John Popovich Dallas, Texas 75206 Vice President and Manager of Thomas Rae (214) 824-0331 Consumer Affairs General Counsel First interstate Bank of Joy B. Moore E. F. Hutton Group, Inc. Ann Polo California Manager, Consumer Affairs 1 Battery Park Plaza Director, Consumer Relations 707 Wilshire Boulevard New York, New York 10004 Drackett Products Faberge, Inc. Los Angeles, California 90017 Company (212) 742-5000 1345 Avenue of the Americas (213) 614-3667 5020 Spring Grove Avenue New York, New York 10105 Cincinnati, Ohio 45232 (212) 581-3500 or 800-632-1684 (toll free) 800-334-4992 (toll free)

11 18 CORPORATE CONSUMER CONTACTS

Susan Barlow Janet Benoit Kathryn Hansen Director, Consumer Centor Consumer Relations Director Supervisor, Consumer First National Foodways National, Inc. Consumer Affairs Relations Supermarkets, Inc. P.O. Box 41 GAF b.,orporation Gerber Products 17000 Rockside Road Boise, Idaho 83707 1361 /qr.: Road Company Cleveland, Ohio 44137 (208) 383-6710 Wayne, New Jersey 07470 445 State Street 201-628-3000 (216) 587-7100 (Inside Ohio) Fremont, Michigan 49412 800-321-9000 (toll free Processing Services (616) 928-2000 outside Ohio) Fotomat Corporation Daniel Solomon 205 Ninth Street North Director, Consumer Relations Tom Miller Ernest & Julio Gallo Gloria Martin St. Petersburg, Florida 33701 Director, Consumer Affairs Manager of Consumer Affairs (813) 823-2027 Winery FIsher-Price Toys Germaine Montell P.O. Box 1130 Cosmetiques East Aurora, New York 14052 William Boyd Modesto, California 95353 800-462-7360 (toll free inside (209) 579-3111 Corporation Senior Vice President, 40 West 57tn Street New York) Merchandising 800-828-7315 (toll free Jean F. Hopwood New York, New York 10019 Franks Nursery and (212) 582-3010 ext. 158 outside New York) Crafts Manager, Consumer Affairs 6399 East Nevada General Electric Carol D. Scroggine Company Hank Harrif Director of Consumer Services Detroit, Michigan 48234 Manager, Consumer Relalions (313) 366-8400 Appliance Park AP6-106 Fleming Foods Louisville, Kentucky 40225 Gibv on Appliance Company (502) 452-3754 Corporation P.O. Box 1160 Felicia Chiella 1401 Van Deinse Consumer Representative Greenville, Michigan 48838 120 East 6th Street R. T. French Company Naomi Linder Topeka, Kansas 66601 Manager, Consumer Service (616) 754-5621 ext. 287 (913) 233-2866 One Mustard Street P.O. Box 23450 General Foods Corporation F. W. Adami, Jr. Hazel Hunter Rochester, New York 14692 Direct., Consumer Affairs (716) 482-8000 250 North Street Supervisor, Customer Relations White Plains, New York 10625 Gillette Company Florists Transworld (914) 335-2500 Prudential Tower Building Delivery Association Robert A. Marks Boston, Massachusetts 02199 (FTD) Director, Field Services and General Host (617) 421-7327 29200 Northwest Highway, Customer Relations Corporation P.O. Box 2227 Frigidaire (Parts & Walter Dargatz Service) P.O. Box 10045 Southfield, Minnesota 48037 Stamford, Connecticut 06904 Director, Technical Service (313) 355-9300 or P.O. Box WC-4900 (203) 357-9900 Glenwood Range 800-521-4366 (toll free) Dayton, Ohio 45449 Company (513) 297-3596 Mary Scholl Division of Caloric Corporation Arthur Wellbourne Assistant Manager, Consumer 435 Park Avenue Customer Relations Lyn Griffith Relations P.O. Box 1206 Florshelm Shoe Manager of Consumer Affairs General Mills, Inc. Delaware, Ohio 43015-9984 Company Frontier Airlines, Inc. P.O. Box 1113 (614) 363-1381 130 South Canal Street 8250 Smith Road Minneapolis, Minnesota 55440 Chicago, Illinois 60606 Denver, Colorado 80207 (612) 540-4295 Paul M. Miller (312) 559-7456 (303) 329-5151 Manager, Consumer Affairs Customer Relations Marta Jones B. F. Goodrich Company Janet Rosati Department 500 South Main Street Manager Employee Director of Quality Control and Akron, Ohio 44318 Communications General Motors Consumer Services Acceptance (216) 374-3796 Flowers Industries, Inc. Fruit of the Loom, Inc. P.O. Box 1338 Corporation One Fruit of the Loom Drive 3044 West Grand Boulevard, M. C. Jenison Thomasville, Georgia 31792 Bowling Green, Kentucky (912) 226-9110 Room AX342 Director, Consumer Relations 42102 Detroit, Michigan 48202 Goodyear Tire & Rubber (502) 781-6400 Kathe Sherbo (313) 556-0510 Company Supervisor, Customer Relations Akron, Ohio 44316 Flying Tiger Line Inc. Al Harvey Alan D. Galletly (216) 796-2121 National Service Manager Vice President of Public Affairs, 7401 World Way West Fuji Photo Film U.S.A., Telephone Operations Ray A. Gipson Los Angeles, California 90009 Inc. (213) 646-3165 General Telephone & Vice President, Corporate 800 Central Boulevard Electronics Administration Rick Braden Carlsladt, New Jersey 07072 Corporatlor (GTE) Gordon Jewelry Group Manager, Credit (201) 935-6022 One Stamford Forum Corporation Services Stamford, Connecticut 06904 820 Fannin Foley's Mattie Beggs (203) 965-2630 Houston, Texas 77002 P.O. Box 1971 Customer Service (713) 222-8080 Houston, Texas 77251 Representative James Pavlich Manager of Consumer Services (713) 651-6624 Fuller Brush Company Corinne A. Forti P.O. Box 729 General Tire & Rubber Director of Information Services Beatrice Stephens Westport Addition Company 1 General Street W. R. Grace & Company President Great Bend, Kansas 67530 Grace Plaza Akron, Ohio 44329 Food Products, Inc. (316) 792-1711 ext. 288 1114 Avenue of the Americas P.O. Box 1667 800-426-4889 (toll free in New York, New York 10036 Ohio) Richmond, California 94802 (212) 819-5500 (415) 529-1083 800-847-3349 (toll free outside Ohio)

12 19 CORPORATE CONSUMER CONTACTS

Carol Snack Betty Lafone Home Owners Warranty Linda Zirbes Customer Service Manager Director, Customer Services Corporation (HOW) Manager, Consumer Affairs Grand Union Company Harris Teeter 2000 L Street, N.W. Hyaft Hotels 100 Broadway Supermarkets, Inc. Washington, D.C. 20036 Corporation Elmwood Park, New Jersey P.O. Box 33129 800-222-3380(toll free in200 West Madison 07407 Chadotte, North Carolina 29233 Pennsylvania) Chicago, Illinois 60606 (201) 794-2000 or (704) 567-3035 800-225-5469or (312) 750-1234 800-221-1835(toll free) 800-432-6111(toll free in 800-CALL-HOW(toll free North Carolina) outside Pennsylvania) Grace Krohn 800-438-7143(toll free in Consumer Service South Carolina, Tennessee, Ray Gwin Iderl Toy Company Representative and Virginia) Manager Consumer Affairs See CBS Toys Mrs. Grass, Inc. Residentird Division 725 South 25th Avenue Betty Leonard Honeywoll, Inc. Linda Gambrel Bellwood, Illinois 60104 Ccx isumer Relations Manager 1385 Douglas Drive Supervisor, Consumer Service (312) 547-7070 Hartz Mountain Golden Valley, Minnesota Igloo Corporation Corporation 55422 P.O. Box 19322 Ellen Antlitz 700 South Fourth Street (612) 542-7354 or Houston, Texas 77224 Customer Relations Manager Harrison, New Jersey 07029 800-328-8194 (713) 465-2571 Great Atlantic & Pacific (201) 481-4800 (collect calls Tea Company (A&P) accepted) Inquiries Department Stephen Wasylowsky, 2 Paragon Drive Honeywell Information Manager, Customer Service Donna Elliot Or Montvale, New Jersey 07645 Manager, Consumer Relations Systems, Inc. (201) 573-9700 Honeywell Plaza Mary Ann Kepes H. J. Heinz Company Customer Service 1062 Progress Street Minneapolis, Minnesota 55408 M. J. Jorgensen (612) 870-5200 Imperial Wall Covering, Pittsburgh, Pennsylvania 15212 Inc. Director, Customer Relations (412) 237-5740 Greyhound Lines, Inc. James M. Rogers 23645 Mercantile Road Greyhound Tower Natalie D. Bailey Vice President, Public Cleveland, Ohio 44122 111 West Clarendon Avenue Manager, Customer Relations Relations (216) 464-3700 Phoenix, Arizona 85077 Hershey Foods Hook Drugs, Inc. (602) 248-5000 Corporation P.O. Box 26285 Eugene F. McDonald 14 East Chocolate Avenue Indianapolis, Indiana 46226 Assistant Vice President, Gordon Thompson P.O. Box 815 (317) 353-1451 Customer Relations SupeMsor Customer Service Hershey, Pennsylvania INA/AETNA Grolier Enterprises, Inc. 17033-0815 Robert N. Cowie 1600 Arch Street Sherman Tumpike (717) 534-7500 Director of Consumer Affairs One Mezzanine Danbury, Connecticut 06816 Hoover Company Philadelphia, Pennsylvania (203) 797-3756 John Britton 101 East Maple 19101 Manager of News and North Canton, Ohio 44720 (215) 241-2729 Customer Affairs Analyst Information, Office of Public (216) 499-9200 ext. 294 Gulf Oil Corporation Affairs Customer Relations P.O. Box 51157 Hertz Corporation Allan Krejci Department Atlanta, Georgia 30302 660 Madison Avenue Director, Public Relations International Business (404) 491-5251 New York, New York 10021 George A. Hormel and Machines Corporation (212) 980-4153 Company (IBM) 800-654-8212(toll free) 501 16th Avenue, N.E. Old Orchard Road Austin, Minnesota 55912 Armonk, New York 10504 Gerald Hurley Chip Dickey (507) 437-5611 (914) 765-1900 Manager of Consumer Affairs Administrator, Consumer Hallmark Cards, Inc. Affairs Diane Wieland Heublein, Inc. Public Affairs Office P.O. Box 580 Household Finance Communications Manager Kansas City, Missouri 64141 4 Farm Springs Drive International Multifoods Farmington, Connecticut 06032 Corporation (816) 274-5111 2700 Sanders Road Multifoods Tower Doria Taylor Prospect Heights, Illinois 60070 P.O. Box 2942 Gus Wallin Director, Guest Relations (312) 564-5000 Minneapolis, Minnesota 55402 Director, Product Safety Hilton Hotels (612) 340-6661 Hamilton Beach Corporation Betty White Company 9880 Wilshire Boulevard National Manager, Guest John L. Burbidge 95 Scovill Street Beverly Hills, California 90210 Services Vice Presdient, Client Relations Waterbury, Connecticut 06706 (213) 278-4321 Howard Johnson Investors Diversified (203) 573-1199 Company Services, Inc. Jerald A. Breitman One Monarch Drive IDS Tower -7th Floor, Unit 92 James Speice Product Director, Department North Quincy, Massachusetts Minneapolis, Minnesota 55474 Assistant Vice President, Public of f iing and Planning 02269-9102 (612) 372-3226 Affairs Hoffr, .Roche, Inc. (617) 847-2000 Hammermill Papers 340 Kin, .eet Dr. D. F. Owen Group Nutley, \ 07110 Lucy Belle King Director of Nutrition and P.O. Box 10050 (2C °:". Manager, Consumer Relations Consumer Affairs Erie, Pennsylvania 16533 Hunt-Wesson Foods, irrTContinental Baking (814) 456-8811 Larry Bigge Inc. Company Manager, G _tance 1645WE Valencia Drive Box 731, Halstead Avenue Departmer Fullerton, California 92634 Rye, New York 10580 Holiday In, (714) 680-1430 (914) 899-0225 3781 Lamar Memphis, Tennes_ (901) 362-4827 13 478-313 0 - 86 - 2 CORPORATE CONSUMER CONTACTS

Muriel Adamy Peter P. Falco Director, Consumer Affairs Manager, Product Service I1T Corporation James McNemey Shirley Stottman 320 Park Avenue Director, Customer Relations Kelly-Springfield Tire K Mart Corporation Company Consumer Relations New Yott, New York 10022 Kelly Road Representative (212) 940-1547 3100 West Big Beaver Road Cumberland, Maryland 21502 Lamaur, Inc. Troy, Michigan 48084 P.O. Box 1221 (313) 643-1643 (301) 777-6016 Minneapolis, Minnesota 55440 Al Hair (612) 571-1234 Susan Funk Lynda Huffman Director, Public Relations Consume; Affairs Consumer Relations Manager Arlene Stansfield Jackson and Perkins Representative Keivinator Appliance Company Kai Kan Foods, Inc. Company Director, Consumer Affairs One Rose Lane 93C Fort Duquesne Boulevard Land O'Lakes, Inc. 3386 East 44th Street P.O. Box 116 Medford, Oregon 97501 Vernon, California 90058 Pittsburgh, Pennsylvania 1299 (503) 776-2000 ext. 3440 (412) 263-3785 or Minneapolis, Minnesota 55440 800-824-8000 (toil free inside 800-328-4155 (toll free) California) 800-245-0600 (toll free) Leslie Pond-Bover 800-525-5273 (toll free Dee Atkinson IQm Reid Administrative Manager, Law outside California) Department Consumer Relations Manager Quality Control Manager Lea & Perrins, Inc. Jeffrey Martin, Inc. Annette Watkins Kemper Group Long Grove, Illinois 60049 15-01 Po litt Drive 410 Clermont Terrace Manager, Consumer Relations Union, New Jersey 07083 (312) 540-2122 Fair Lawn, New Jersey 07410 Karastan Mills (Rug and (201) 791-1600 or (210) 687-4000 Carpet Division) Shirley Toprniller 800-631-8370 (toll free) Division of Fieldcrest Mills, Inc. Consumer Services P.O. Box 130 Group Manager, Consumer Department Affairs Ronald E. Schmid Eden, North Carolina 27288 Director, Public and Jenn-Air Corporation (919) 627-3400 Kentucky Fried Chicken Government Affairs 3035 Shade land 800-334-1151 or 1181 (toll P.O. Box 32070 Indianapolis, Indiana 46226 free) Louisville, Kentucky 40232 Ledede Laboratories (317) 545-2271 (502) 456-8300 Division of American Cyanamid Company Public Relations Department John Haugabrook Katy industries, Inc. Donita L Stobaugh One Cyanamid Plaza Communications and Director, Consumer Services Wayne, New Jersey 07470 853 Dundee Avenue (201) 831-4616 Community Affairs Elgin, Illinois 60120 Kimberly-Clark Jewell Foodstores (312) 379-1121 Corporation 1955 West North Avenue P.O. Box 2020 Christine Anderson Melrose Park, Illinois 60160 Kaufman Neenah, Wisconsin 54956 Customer Service (312) 531-6511 (414) 721-5308 Lee Apparel Company, See May Department Inc. Stores Company Dorothy D. Matsu Manager P.O. Box 2940 Shawnee Mission, Kansas Director, Consumer and Consumer Service Customer Relations Professional Services Kawasaki Motors Department 66201 Johnson & Johnson Corporation Kitchen Aid National (913) 384-4000 Baby Products P.O. Box 25252 Service-Hobart Company Corporation Marion Nowicki Santa Ana, Caiifomia 92705 Leewards Needieworks Grandview Amid (714) 835-7000 Troy, Ohio 45374 Skillman, New Jersey 08558 (513) 332-3000 & Crafts 1200 Charles Street 800-942-7764 (toll free in Andra L Evans New Jersey) Richard E. Werner Elgin, Illinois 60120 Coordinator of Consumer (312) 888-5800 800-526-3967 (toll free Relations Coordinator of Customer outside New Jersey) Services Kayser-Roth Hosiery Eastman Kodak Pam Groce 2306 West Meadowview Road Custorner Service Manager Jane Yates Greensboro, North Carolina Company, Inc. Vice President, Consumer 343 State Street L'Eggs brands, Inc. 27407 P.O. Box 748 Affairs and Public Relations (919) 852-2030 Rochester, New York 14650 Johnson & Johnson (716) 724-4440 Rural Hall, North Carolina 27098 Products, Inc. Judy Peters Sara Jo Victors (919) 744-3431 501 George Street Supervisor, Customer Relations New Brunswick, New Jersey Manager, Consumer Service Keebier Company, Inc. Jane Creel 08903 i Hollow Tree Lane Kraft Consumer Service Retail Food Group Kraft, Inc. Consumer Affairs Manager 800-352-4777 (toll free inside Elmhurst, Illinois 60126 Lever Brothers New Jersey) (312) 833-2900 Glenview, Illinois 60025 800-526-2433 (toll free 800-942-0481 (toll free in Company 390 Park Avenue outside New Jersey) Muriel Cleary Illinois) 800-323-0768 (toll free New Yort, New Yort 10022 Manager, Consumer Services outside Illinois) 800-223-0392 (toll free) Carol L Hansen Department Consumer Affairs Director Kellogg Company Judy Ball Barbara Ricksham Johnson Wax 235 Porter Street, 1525 Howe Street Customer Relations Specialist Manager, Consumer Affairs P.O. Box 3423 Levi Strauss and Racine, Wisconsin 53403 Battle Creek, Michigan Kroger Company (414) 631-2800 2 Campbell Drive Company 49016-3423 1155 Battery Street (616) 966-2268 or 2275 Highland Heights, Kentucky JVC Corporation 41076 San Francisco, Califomia See US JVC Corporation (606) 572-2322 94111 (415) 544-7335 or 800-227-5600 (toll free) 14 21 CORPORATE CONSUMER CONTACTS

Eleanor Pari Eckardt William Miller Vice President, Consumer Manager of Presidential Jacqueline Keller Ira Peterman Relations Complaints Vice President, Vice President, Personnel and Levitz Furniture Macy's New York Communications and Administration Corporation 151 West 34th Street Marketing Melville Corporation 1317 N.W. 167th Street New York, New York 10001 Mayfair/Foodtown 3000 West Chester Avenue Miami, Florida 33169 (212) 560-4094 Supermarkets, Inc. Harrison, New York 10528 (305) 625-6421 681 Newark Avenue (914) 253-8000 Customer Relations Elizabeth, New Jersey 07208 Kathy Go les Piorkowski Magic Chef, Inc. (201) 352-6400 Corporate Communications Supervisor, Consumer 2730 20th Street Department Relations Cleveland, Tennessee 37311 Customer Service Department Memorex Corporation Libby, McNeill & Libby, (615) 472-3371 Mayflower Corporation San Tomas at Central Inc. P.O. Box 107B Expressway 1800 West 119th Street Magnavox Indianapolis, Indiana 46206 Mail Stop 12-39 Chicago, Illinois 60643 See NAP/Consumer (317) 875-1000 Santa Clara, California 95052 (312) 568-3300 ext. 235 Electronics (408) 987-1000 James Austad Lifesavers, Inc. General Service Manager See Nabisco Brands David Keller Mary Ann Molnar Marketing Development Maytag Company Consumer Relations Marie McDermott Manager Newton, lowa 50208 Administrator Manager, Consumer Response Majestic Company (515) 792-7000 Mennen Company Thomas J. Lipton, Inc. 1000 East Market Street Meg Carter Morristown, New Jersey 07960 800 Sylvan Avenue Huntington, Indiana 46750 Consumer Service (201) 631-9000 Englewood Cliffs, New Jersey (219) 356-8000 Correspondent 07632 McCall Pattern Company 0. L. Steele (201) 894-7488 Mavis Levy 230 Park Avenue Director, Customer Relations Executive Office Mercury Marine Sharon Reiss New York, New York 10169 Manufacturers Hanover (212) 880-2625 1939 Pioneer Road Manager, Customer Relations Trust Company Fond du Lac, Wisconsin 54935 Department Litton Microwave 270 Park Avenue Polly Murray (414) 929-5000 Cooking Products New York, New York 10017 Manager, Consumer Services (212) 286-7370 McCormick & Company, John W. Dietl 1405 North Xenium Lane Vice President, Customer Minneapolis, Minnesota 55440 Inc. Ray Stone 414 Light Street Service (612) 553-2600 Director of Consumer Affairs Baltimore, Maryland 21202 Merrill Lynch and William G. Combs Marriott Corporation (301) 547-6274 Company, Inc. Vice President, Administration One Marriott Drive 165 Broadway Longs Drug Stores, Inc. Washington, D.C. 20058 Stephanie Skurdy New York, New York 10080 141 North Civic Drive (301) 294-3601 Director, Community and (212) 637-0132 Walnut Creek, California 94596 Consumer Affairs (415) 937-1170 Tammy Longworth McDonald's Corporation Linda Evans Director, Consumer Affairs, One McDonald's Plaza Supervisor, Consumer Affairs Charles Meadows Toys Division Oak Brook, Illinois 60521 Mervyn's Customer Relations Mattel, Inc. (312) 887-6198 (call collect) 25001 Industrial Boulevard Lorillard 5150 Rosecrans Hayward, California 94545 2525 East Market Street Hawthorne, California 90250 Tom Mershon (415) 786-8341 Greensboro, North Carolina (213) 978-6127 or Customer Service 27401 800-421-2887 (toll free) McGraw-Hill, Inc. Bruce C. Hemer (919) 373-6669 Princeton Road Director, Consumer Affairs Christopher A. Mangiapane Highstown, New Jersey 08520 Metropolitan Life Tom Ruble (609) 426-5000 Consumer Response Manager Advertising and Merchandising Insurance Company Department Manager One Madison Avenue Louis Rich Company Alexa C. Berret New York, New York 10010 P.O. Box 7188 Maxe II Corporation of Supervisor, Consumer Affairs Madison, Wisconsin 53707 America McNeil Laboratories, (212) 578-2544 (608) 241-6822 60 Oxford Drive Inc. Moonachie, New Jersey 07074 Martin J. Wertheim Camp Hill Road Judy Decker (201) 440-8020 Manager, Consumer Relations Fort Washington, Pennsylvania Communications Coordinator Michelin Tire Lucky Stores, Inc. 19034 Max Factor (215) 233-7000 Corporation P.O. Box BB See Playtex Patewood Executive Plaza Dublin, California 94568 (International) Rolland M. Eskels 2 Patewood Court (415) 833-6000 Director of Public Affairs Greenville, South Carolina Jean C. Zehner Mead Jonson & 29602 M Vice President, Consumer Company (803) 234-5000 Affairs 2400 Pennsylvania Street Marie A. Lentz May Department Stores Valsrie A. Beyer Director, Customer Services Evansville, Indiana 47721 Company (812) 426-6000 Customer Service Manager Maaco Enterprises 400 Fifth Avenue Michigan Bulb Company 381 Brooks Road Pittsburgh, Pennsylvania 15219 Linda Halleran (Flower of the Month) King of Prussia, Pennsylvania (412) 232-2858 Manager, Consumer Affairs 1950 Waldorf, N.W. 19406 Medl-Mart Stores Grand Rapids, Michigan 49550 800-382-5287 (toll free in P.O. Box 2153 (616) 453-5401 Pennsylvania) Boston, Massachusetts 02106 800-523-1180 (toll free (617) 770-8975 outside Pennsylvania) 22 15 CORPORATE CONSuMER CONTACTS

Fara Mason E. E. Vonderahe Jean M. Otte Supervisor, Consumer Carol Barbera Manager Customer Relations Manager, Consumer Affairs Relations Product Claims Administrator Mobil Oil Corporation National Car Rental North American Phillips Midas International 3225 Gallows Rcad Systems, Inc. 225 North Michigan Avenue Corporation Fairfax, Virginia 22037 Minneapolis, Minnesota 55435 Chicago, Illinois 60601 100 East 42nd Street (703) 849-3986 (612) 830-2121 ext. 5200 (312) 565-7500 New York, New York 10017 800-367-6767(toll free for 800-821-8545 (212) 850-5359 (toll free) W. Sean O'Neill emergency road service) Manager, Consumer Paulette Corlsen Connie M. Kent Communications James Gatta Manager, Regulatory and Customer Service Modern Maid Company Ombudsman, Director, Representative Consumer Affcirs Division of Ca lo-ic Corporation Miles Laboratories, Inc. Consumer Education North American Watch Topton, Pennsylvania 19562 National Fuel Gas Corporation Consumer Healthcare Division (215) 682-4211 10 Lafayette Square P.O. Box 340 650 Fifth Avenue Buffalo, New York 14203 Elkhart, Indiana 46515 Thomas J. Slocum New York, New York 10019 (716) 855-7081 (212) 397-7800 (219) 264-8955 Director, News Bureau Monsanto Agricultural John T. Doulin Consumer Service Coordinator Products Company James W. Taft Miles Laboratories, Inc. Customer Relations Officer Director, Advertising 800 North Lindbergh Boulevard Nationwide Insurance Northrop Corporation Household Products Division St. Louis, Missouri 63167 Company 7123 West 65th Street 1840 Century Park East (314) 694-2883 One Nationwide Plaza, 34T Chicago, Illinois 60638 Los Angeles, California 90067 Columbus, Ohio 43216 (312) 458-6100 (213) 553-6262 Robert Swanson (614) 227-6334 Assistant Manager Customer Cameron Hinke Kathleen D. Ryan Relations Paul King Director of Facilitation Manager Government Affairs Montgomery Ward President Miller Brewing Company 1 Montgomery Ward Plaza Northwest Airlines, Inc. Neighborhood Minneapolis/St. Paul 3939 West Highland Boulevard (1-B) Periodical Club, Inc. International Airport Milwaukee, Wisconsin 53201 Chicago, Illinois 60671 650 Northland Boulevard, (414) 931-2140 St. Paul, Minnesota 55111 (312) 467-2628 Suite 2D (612) 726-2046 Cincinnati, Ohio 45240 Debra K. Wood Jane Dudley (513) 851-5330 Thomas W. Towers Milton Bradley Company Consumer Affairs Administrator Manager, Public Relations 443 Shaker Road Morton Salt Karen P. Stanmyre East Long Meadow, Northwestern Mutual 110 North Wacker Drive Manager, Consumer Affairs Life Insurance Massachusetts 01028 Chicago, Illinois 60606 Nestle Foods (413) 525-6411 ext. 2395 (312) 621-5582 Company Corporation 720 East Wisconsin Avenue 100 Bloomingdale Road Roger Morrow Milwaukee, Wisconsin 53202 Mr. Coffee White Plains, New York 10605 (414) 271-1444 Vice President, Administration See North American (914) 682-6037 Milwaukee Insurance Systems, Inc. P.O. Box 621 Anita Davis Charles C. Smith Director, Customer Relations Milwaukee, Wisconsin 53201 Benjamin Chrisman Corporate Vice President (414) 271-0525 Norwegian Caribbean Vice President, Service New York Life Insurance Unes Murray Ohio Company One Biscayne Tower Audrey Pies ce Manufacturing 51 Madison Avenue Executive Director, Consumer Miami, Florida 33131 Company New York, New York 10010 (305) 358-6670 Affairs P.O. Box 268 (212) 576-5081 Minnesota Mining and Brentwood, Tennessee 37027 Manufacturing (615) 373-6500 Norwich-Eaton Company (3M) Customer Relations Pharmaceutical 76 Watertown Road See Proctor & Gamble Building 225-2N-03 Len Tondl Nims lo Research, Inc. St. Paul, Minnesota 55144 Vice President, Public Thomaston, Connecticut 06787 Betty Ridgely (612) 733-1385 Relations (203) 283-5861 Director, Consumer Services Mutual of Omaha Noxell Corporation Greg VanZandt Insurance Company Andra L. Evans National Manager, Consumer 11050 York Road Mutual of Omaha Plaza Manager, Consumer Relations Relations Department Hunt Valley, Maryland Omaha, Nebraska 68175 No Nonsense Fashions, 21030-2098 Minolta Corporation (402) 342-7600 Inc. (301) 628-4411 101 Williams Drive P.O. Box 77057 Ramsey, New Jersey 07446 Greensboro, North Carolina NuTone (201) 825-4000 27407 Marguerite A. Leahy See Scovill, Inc. (919) 852-6300 Department of Consumer Senior Manager, Consumer Affairs Information 0 Nabisco Brands, {nc. Norelco M&M/Mars See North American Linda Rieck or Alice High Street Parsippany, New Jersey 07054 Chamberlain (201) 898-7460 Phillips Hackettstown, New Jersey Consumer Relations 07840 Steve Matyi Ocean Spray (201) 852-1000 Terry Leitz Vice President of Service Cranberries, Inc. Manager, Customer Service NAP/Consumer North American 225 Water Street Electronics Systems, Inc. Plymouth, Massachusetts 24700 Miles Road 02360 P.O. Box 555 (617) 747-1000 Jefferson City, Tennessee Bedford Heights, Ohio 44146 (216) 464-4000 16 37760 (615) 475-3801 23 CORPORATE CONSUMER CONTACTS

Fred B. Tregaskis Consumer Services Ira Perlman Ann Wainright Director, Marketing Services (commercial and residential Vice President, Administration Manager, Consumer Services Olan Mills, Inc. insulation) Panasonic Matsushita Pepperidge Farm, Inc. 4325 Amnicola Highway Owens-Corning Corporation Westport Avenue P.O. Box 23456 Fiberglas One Panasonic Way Norwalk, Connecticut 06856 Chattanooga, Tennessee Fiberglas Tower Secaucus, New Jersey 07094 (203) 846-7276 37422 Toledo, Ohio 43659 (201) 348-7100 (615) 622-5141 (419) 248-7596 Connie Uttleton Mary Johnson Consumer Relations C. E. Becker Mary Ann Palinski Manager, Service Department Coordinator Consumer Affairs Consumer Services Parker Pen Company Perdue Farms, Inc. Olin Corporation Administrator (bathing P.O. Box 5100 P.O. Box 1537 Winchester Division fixtures) Janesville, Wisconsin 53547 Salisbury, Maryland 21801 East Alton, Illinois 62024 Owens-Corning (608) 755-7000 (301) 543-3000 (618) 258-2000 Fiberglas Fiberglas Tower Sue Hosey Phyllis Wolfe Hedy Hartgrove Toledo, Ohio 43659 Director, Consumer Affairs Manager, Consumer Affairs Vice President of Operations (419) 248-7721 P&C Food Markets, Inc. Personal Products and Services P.O. Box 4965 Company Olson-Travelworld Ltd. C. Lee Nelson Syracuse, New York 13221 Van Liew Avenue P.O. Box 92734 Vice President and Director of (315) 457-9460 Milltown, New Jersey 08850 Los Angeles, California 90009 Public Affairs (201) 524-7487 (213) 670-7100 Owens-Illinois, Inc. Satenig St. Marie One Seagate Vice President, Consumer Lee Brandsma Ralph Le Pore Toledo, Ohio 43666 Affairs Manager, Quality Assurance Manager, Camera Service (419) 247-1103 J. C. Penney Company and Regulatory Affairs Olympus Camera 1301 Avenue of the Americas Pet, Inc. Corporation Robert Joseph New York, New York 10019 Contact Laboratories 145 Crossways Park Manager, Consumer Affairs (212) 957-6612 Louis Latzer Drive Woodbury, New York 11797 Ozark Airlines Greenville, Illinois 62246 (516) 364-3000 Lambert/St. Louis International Susan J. Kadin (618) 664-1554 Airport Virginia Ronn Manager, Consumer Affairs P.0 Box 10007 Consumer Relations Penn Mutual Life Marketing Department St. Louis, Missouri 63145 Representative Insurance Company Pfizer Consumer Oneida, Ltd. (314) 895-6790 Independence Square Products Kenwood Station Philadelphia, Pennsylvania 235 East 42nd Street 19172 Oneida, New York 13421 New York, New York 10017 (215) 625-5487 (212) 573-2323 (315) 361-3000 Rick Berndt Consumer Complaints Merine Heberger Wiliam E. Place Charles H. Sumner Pabst Brewing Company Technical Service Manager Manager, Sales Administration Manager, Consumer Relations P.O. Box 947 Ore-Ida Foods, Inc. Pennzoil Motor Oil Pharmacraft Olympia, Washington 98507 Division 755 Jefferson Road P.O. Box 10 (206) 754-5009 Boise, Idaho 83707 P.O. Box 2967 Rochester, New York 14603 (208) 383-6237 Houston, Texas 77252-2967 (716) 475-9000 ext. 248 Judy James (713) 546-4000 ext. 4222 Director of Consumer Affairs Arnold Yeadon, M.D. Philco Pacific Southwest Joseph Pollard See NAP/Consumer Medical Director Airlines (PSA) Ortho Pharmaceutical Corporate Vice President, Electronics Corporation 3225 North Harbor Drive Public Relations San Diego, California 92101 Peoples Drug Stores, Elizabeth Hopkins Raritan, New Jersey 08869 (619) 574-2100 (201) 524-2344 Inc. Manager, Corporate Support 6315 Bren Mar Drive Programs and Consumer Tom Ruble Patricia M. Cody Alexandria, Virginia 22312 Affairs Consumer Response Manager Director, Consumer Affairs (703) 750-6499 Phillip Morris, Inc. Oscar Mayer and Pan-American World 120 Park Avenue Company Airways, Inc. (Pan Am) Mary Perpich New York, New York 10017 P.O. Box 7188 200 Park Avenue, Pan Am Manager, Consumer Affairs (212) 880-3489 Madison, Wisconsin 53707 Building Pepsi Cola Company (608) 241-6822 New York, New York 10166 Purchase, New York 10577 (212) 880-6140 (914) 253-3405 Elizabeth Kathan Public Relations Manager 11 Oster Company 5055 North Lydell Avenue Tllephone Solicitations Milwaukee, Wisconsin 53217 (414) 332-8300 1. Never give your credit card number over the phone unless you initiate the 800-356-7837 (toll free-air call. cleaner inquiries only) 2. Be cautious if the caller says an investment, purchase or charitable donation must be made immediately. Tom Ireland 3. Ask who !s in t,harge of the company or organization represented. Get Manager, Field and Customer specific n-Jrnes and titles. Services 4. Check with your state and local consumer protection offices and Better Busi- Outboard Marine ness Bureau to see if any complaints have been filed against the organiza- Corporation tion. 100 Sea Horse Drive 5. Be wary of offers of free merchandise or prizes. You may end up paying Waukegan, Illinois 60085 handling fees greater than the value of the gifts. (312) 689-5622 17 24 CORPORATE CONSUMER CONTACTS

W. J. Flesher Jane C. Riddle Bernard Henderson Howell L. Carter Consumer Affairs Manager, Passenger Relations Public Affairs Officer Representative Princess Cruises Manager, Warrantee and Phillips Petroleum Quaker State 011 Customer Services 2029 Century Park East Refining Corporation RCA Consumer Company Los Angeles, California 90067 P.O. Box 989 16 Phillips Building Electronics 800-252-0158 (toll free inside Oil City, Pennsylvania 16301 600 North Sherman Drive Bartlesville, Oklahoma 74004 California) (814) 676-7877 (918) 661-1215 Indianapolis, Indiana 46201 800-421-0522 (toll free (317) 267-6445 outside California) Pic-N-Pay George J. Dattilo Manager, Customer Relations William Cottman See First National Dorothy Puccini Supermarkets lac. Quasar Company Director. Consumer Affairs Manager, Consumer Services 9401 Grand Avenue RCA Corporation Procter & Gamble Franklin Park, Illinois 60131 One Independence Way Donald F. McGuire Company (312) 451-1200 Staff Vice President, Public Princeton, New Jersey 08540 P.O. Box 599 (609) 734-9808 Affairs Cincinnati, Ohio 45201 Piedmont Aviation, Inc. (513) 562-2200 P.O. Box 2720 Lucille Frey Jerry McKinsey Manager, Customer Service Winston-Salem, North Carolina Fran Hill Director, Customer Relations 27156 Radio Shack RCA Music Service Consumer Relations 6550 East 30th Street (919) 767-5697 Representative P.O. Box 17180 Fort Worth, Texas 76102 Indianapolis, Indiana 46219 Progresso Food (317) 542-6317 David 0. Martin Corporation (817) 390-3011 Vice President 365 West Passaic Street Dorothy Robins Pier 1 Imports, Inc. Rochelle Park, New Jersey Waiter Dabek 2520 West Freeway Secretary to the Vice President 07662 Manager, Consumer Response Red Owl Stores, Inc. Fret Worth, Texas 76102 (201) 368-9450 Systems (817) 335-7031 Ragu Foods P.O. Box 329 Minneapolis, Minnesota 55440 Ethan I. Davis, CLU, FLMI ChesebroughPond's, (612) 932-2210 Mary Ellen Jenks Vice President, Public Affairs Inc. Vice President, Consumer 33 Benedict Place Prudential Insurance Priscilla Nichols Affairs, Company of America Greenwich, Connecticut 06830 U.S. Foods Group Manager, Consumer Relations 15 Prudential Plaza (203) 625-1681 Redkin Laboratories, Pillsbury Company Newark, New Jersey 07101 3733 Pillsbury Center Doris Hewkin Inc. (201) 877-7340 6625 Variel Avenue Minneapolis, Minnesota 55402 Managor, Consumer Affairs (612) 330-8330 Grocery Products Division Canoga Park, California 91303 Dorothy Light, Esq., CPCU (818) 922-2700 ext. 2739 Vice President, Public Affairs Ralston Purina Company Sol Fields Checkerboard Square Prudential Property and Cass Carroll Assistant Vice President, St. Louis, Missouri 63164 Casualty Insurance Director of Consumer Relations National Product Service Company (314) 982-4566 Reliance Insurance Pioneer Electronics of 23 Main America David M. Thompson Company Holmdel, New Jersey 07733 Four Penn Center Plaza P.O. Box 1760 (201) 946-5228 Vice President, Corporate Philadelphia, Pennsylvania Long Beach, California 90801 Communications and Public 19103 800-421-1404 (toll free) Relations Purex industries, Inc. (215) 864-4445 See Armoui Dial Ramada Inns, Inc. Plaskool, Inc. P.O. Box 590 Products Terry Washburn See Milton Bradley Phoenix Arizona 85001 Manager, Consumer Affairs Mice Gmber (602) 273-4030 Leonard Berger Remco Enterprises, Inc. Consumer Affairs P.O. Box 720259 Director, Consumer Affairs Purity Supreme, Inc. Manager International Playtex, Customer Service Houston, Texas 77272 312 Boston Road (713) 530-4900 Inc. North Billerica, Massachusetts Random House P.O. Box 728 400 Hahn Road 01862 John Fullerton 215 College Road (617) 667-9511 Westminster, Maryland 21157 Paramus, New Jersey 07652 Manager, World Wide Service 800-838-8480 (toll free) Remington Products, (201) 265-8000 ext. 281 Manager, Customer Relations Jack Quest Inc. Purolator Courier 60 Main Street Elizabeth Thomas Corporation Consumer Services Supervisor Director, Consumer Relations Bridgeport, Connecticut 06602 131 Marstown Road Rayovac Corporation (203) 367-4400 Plough, Inc. Basking Ridge, New Jersey 6414 Schroeder Road 3030 Jackson Avenue Madison, Wisconsin 53711 07920 Hedy Hughs Memphis, Tennessee 38151 800-845-3333 (toll free) (608) 271-5454, ext. 236 (901) 320-2386 Manager, Consumer Affairs Thomas J. McEnaney, Jr. Republic Airilnes, Inc. 0 7500 Airline Drive Customer Service Department Assistant to the Chairman, Polaroid Corporation Consurner Response Chief Executive Officer Minneapolis, Minnesota 55450 784 Memorial Drive Quaker Oats Company Raytheon Company (612) 726-7411 Cambridge, Massachusetts Merchandise Mart Plaza 141 Spring Street Alice Bixby 02139 Chicago, Illinois 60654 Lexington, Massachusetts (617) 864-4568 (inside (312) 222-7111 02173 Revco D.S., Inc. Massechusetts call collect) (617) 860P222 1925 Enterprise Parkway 800-225-1384 (toll free Twinsburg, Ohio 44087 oustide Massachusetts) (216) 425-9811 18 25 CORPORATE CONSUMER CONTACTS

Natalie Korman Arnold Belasco Ralph Profitt Valerie Battle Kienzle Revlon Vice President Director of Consumer Relations Coordinator, Public Affairs 767 Fifth Avenue Royal Crown Companies NuTone Division The Seven-Up Company New York, New York 10153 41 Perimeter Center East, N.E. Scovill, Inc. 121 South Meramec (212) 572-5883 Atlanta, Georgia 30346 Madison and Red Bank Roads St. Louis, Missouri 63105 305-866-7771 Cincinnati, Ohio 45227 (314) 889-8048 Customer Serviar Rexcratt (513) 527-5211 800-325-7272 (toll free in Ruth A. Chambers continental U.S.) Number One, Stationery Place Supervisor, Consumer Services Scott Penters Rexburg, Idaho 83441 Rubbermaid, Inc. Sales Manager 800-635-3898 (toll free) Robert McAlister 1147 Akron Road Sealy Mattress Manager, Marketing Susan G. Burke Wooster, Ohio 44691 Company Shakespeare R. D. #1, Route 322 Division Consumer Affairs (216) 264-6464 Electronics and Clarion, Pennsylvania 16214 Manager Fiberglass Reynolds Metals (814) 764-5186 p.n. Box 733 Company Felicia del Campo Art Curtis Newberry, South Carolina 6603 West Broad Street Manager, Public Affairs Director, Marketing Services 29108 Richmond, Virginia 23261 Safeway Stores, Inc. G. D. Searle and (803) 276-5504 (inside South (804) 281-4104 4th & Jackson Streets Company Carolina) Oakland, Califomia 94660 P.O. Box 1045 800-845-7750 (toll free C. R. Jarrell (415) 891-3267 Skokie, Illinois 60076 outside South Carolina) Manager, Consumer Relations Jose Balbin (312) 470-6005 R. J. Reynolds Tobacco Mark Skrocki National Service Manager Company Jerry Hauber Consumer and Press Relaticns 401 North Main Street Sanyo Electric, Inc. Director, Consumer Relations Manager Winston-Salem, North Carolina 1200 West Artesia Boulevard Sears, Roebuck and Shakespeare Fishing 27102 Compton, California 90220 Company Tackle (919) 777-5000 (213) 537-5830 ext. 302 Sears Tower P.O. Drawer S Chicago, Illinois 60684 Kathleen Pospisil Columbia, South Carolina Kathleen M. Ftzsimmons (312) 875-5188 Director Consumer Affairs Manager of Consumer Services 29260 Richardson-Vicks, Inc. Kitchens of Sara Lee Nancy McIntyre (803) 754-7540 Healthcare and Personal 500 Waukegan Road C ommunity Affairs Products Division Deerfield, Ilhnois 60015 F4ecurity Pacific National Harold Couthem 10 Westport Road (312) 948-6138 Bank Shell Oil Company Wilton, Connecticut 06897 333 South Hope Street P.O. Box 2463 Linn A. Weiss (203) 834-5000 Los Angeles, California 90071 Houston, Texas 77001 Manager, Press Relations (213) 613-5114 (713) 241-5711 Doris Jones Schering-Plough Supervisor, Consumer Corporation Sedgefield Jeans Shirley F. Gillen Relations Department 1-Giraldo Farm See Blue Bell, Inc. Manager, Guest Relations Rival Manufacturing P.O. Box 1000 See & Sew Sheraton Corporation Company Madison, New Jersey 07940 See Butterick Company, 60 State Street 36th and Bennington Streets (201) 558-4679 Inc. Boston, Massachusetts 02109 Kansas City, Missouri 64129 (617) 367-3600 (816) 861-1000 Schick Safety Razor Donald Maley See Warner-Lambert Vice President John Kolb Robbie Maberry Carole Gryfinski Seiko Time Corporation Manager, Customer Service Consumer Correspondent Consumer Relations 640 Fifth Avenue Sherwin-Williams Riviana Foods, Inc. Schwinn Bicycle New York, New York 10019 Company P.O. Box 2636 Company (212) 977-2800 10 i Prospect Avenue, N.W. Houston, Texas 77001 1856 North Kostner Avenue Cleveland, Ohio 44101 (713) 529-3251 Ricke Kress (216) 566-2068 Chicago, Illinois 60639 Vice President, Research and (312) 292-3477 Development Consumer Relations Jeanne Kuehn Department Seneca Foods Linda Donn Corporation Public Relations Manager A. H. Robins Company, Director, Consumer Affairs Shopko Stores, Inc. 74 Seneca Street Inc. P.O. Box 19060 SCM Corporation 3736 South Main Street 3800 Cutshaw Avenue P.O. Box 2090 Green Bay Wisconsin Marion, New York 14505 Richmond, Virginia 23230 54307-9060 Cortland, New York 13045 (315) 926-4284 (804) 257-2701 (607) 753-6011 (414) 498-4186 Martin Schreiver Rockwell Power Tool Janet Jones Vice President, Consumer Stephen G. Reeder See Delta international Manager, Consumer Affairs Vice President, Marketing Wilham Roisen Information Center Sentry insurance Shoppers Drug Mart, Assistant Vice President Scott Paper Company 1800 North Point Drive Inc. Scott Plaza One Rolex Watch U.S.A., Inc. Stevens Point, Wisconsin 1499 West Palemetto Philadelphia, Pennsylvania 665 Fifth Avenue 54481 Park Road, Suite 200 New York, New York 10022 19113 (715) 346-7542 Boca Raton, Florida 33432 (212) 758-7700 (215) 522-6170 (305) 368-6800 Carole Cantor Rosemarie Martinez Joanne Babcock Customer Relations Director, Consumer Relations Shoprite Supermarkets Manager, Customer Relations Department See Wakefern Food Ross Laboratories Scott's Liquid Gold, Inc. 4880 Havana Street Serta, Inc. Corporation 625 Cleveland Avenue 2800 North River Road Denver, Colorado 80239 Columbus, Ohio 43216 (303) 37374860 Des Plaines, Illinois 60018 (614) 227-3333 (312) 699-9300 26 19 CORPORATE CONSUMER CONTACTS

Joyce Glover Susan Stanley Betty Lou Shepard Walter Dargatz National Manager, Consumer Consumer Affairs Stanley Home Products, Director, Technical Service Services Southland Corporation Inc. Sunray Range Company Simmons Company 2828 North Haskell Avenue 333 Westem Avenue Division of Caloric Jones Bridge Road Dallas, Texas 75204 Westhampton, Massachusetts P.O. Box 49000 Corporation (214) 828-2156 01085 435 Park Avenue Atlanta, Georgia 30340 (413) 562-3631 (404) 321-3030 P.O. Box 1206 Shiiiey Stadnicki Delaware, Ohio 43015-9984 Manager, Consumer Relations Delores Janicich (614) 363-1381 Susan P. Curtis Spalding Manager, Consumer Affairs Customer Relations Meadow Street Starkist Foods, Inc. Consumer Relations Coordinator C11:-53pee, Massachusetts Crock%Bank Building (Credit-Related Inquiries) Simplicity Pattern 01021-0901 180 East Ocean Boulevard Company Sun Refining & 800-332-9E62 (toll free in Longbeach, Califomia 90802 Marketing 200 Madison Avenua Massachusetts) (213) 590-3884 CompanySunoco New York, New York 10016 800-642-5004 (toll free (212) 576-0500 Marketing outside Massachusetts) Ron Arnold P.O. Box 2301 Assistant Vice President, Public Lillian Crawford Tulsa, Oklahoma 74102 Pau: V. Weiske Relations (918) 586-6026 Consumer Affairs Department Manager, Product Service State Farm Mutal Sewing Products Division Speed Queen Automobile Insurance Consumer Relations Singer Company Shepard Street Company 135 Raritan Center Parkway (Cash Transactions and P.O. Box 990 One State Farm Plaza General Inquiry) Edison, New Jersey 03837 Ripon, Wisconsin 54971-0990 Bloomington, Illinois 61701 Sun Refining & (201) 527-6000 (414) 748-3121 (309) 766-2311 Marketing CompanySunoco Nally Prater Ann L. Brown Caroline Wolf Marketing Manager, Customer Relations Consumer Affairs Specialist Customer Service Sitmar Cruises, Inc. 1801 Market Street Spencer Gifts, Inc. Stetson Hat Company, Philadelphia, Pennsylvania 10100 Santa Monica Boulevard 1601 Albany Avenue Group Division of 19103 Los Angeles, California 90067 Atlantic City, New Jersey John B. Stetson Co. (215) 977-6574 (213) 553-1666 08411 4500 Stetson Trail (609) 645-3300 Saint Joseph, Missouri 64502 Helen Wassell Dorothy Jaquielo (816) 233-8031 Manager, Consumer Affairs Manager, Customer Service Customer Relations Sunbeam Appliance Department Sperry and Hutchinson Christine Filardo Company Skil Corporation Company Inc. Director, Consumer Affairs 4801 West Peterson 2001 South York r?oad 330 Madison Avenue Stop & Shop Oakbrook, Illinois 60521 Chicago, Illinois 60646 New York, New York 10017 Supermarket (312) 850-5476 (312) 286-7330 (212) 983-2000 Company, Inc. P.O. Box 1942 Linda D. Shepler Yvette Johnson Robert J. Terry Boston, Massachusetts 02105 Assistant Manager for Director of Public Relations Assistant Vice President, (617) 770-8895 Consumer Relations Sloan's Supermarket Customer Relations 2 Bennett Avenue Sunkist Growers, Inc. Spiegel, Inc. Elene Coccari P.O. Box 7888 New York, New York 10033 P.O. Box 927 Manager, Consumer Affairs (212) 795-5600 Van Nuys, California 91409 Oakbrook, Illinois 60521 Stouffer Foods (818) 986-4800 ext. 7513 (312) 986-8800 5750 Harper Road Law and Compliance Solon, Ohio 44139 Tom Martin Department Dr. Walter Jones (216) 248-3600 ext. 2109 Vice President, Manufacturing Smith Barney, Harris Squibb Corporation Sunny land Refining Upham and Company, P.O. Box 4000 Stouffer Hotels & Inc. Company Princeton, New Jersey 08540 Restaurants 3330 10th Avenue North 1345 Avenue of the Americas (609) 921-4006 29800 Bainbridge Road New York, New York, 10105 Birmingham, Alabama 35234 Solon, Ohio 44139 800-633-4572 (toll free) (212) 399-6000 Mark Goldstein (216) 248-3600 Manager, Consumer Marketing Phil Epler Vickie Limbach Stanley Hand Tools Consumer Relations Manager, Customer Relations Manager of Consumer Service Division Stanley Department U. S. Suzuki Motor J. M. Smucker Company Works Stretch and Sew, Inc. Corporation Strawberry Lane 600 Myrtle Street P.O. Box 185 Orrville, Ohio 44667 3251 East Imperial Highway New Britain, Connecticut 06050 Eugene, Oregon 97440 P.O. Box 1100 (216) 682-0015 (203) 225-5111 (503) 726-9000 Brea, California 92621 800-547-7717 (toll free) (714) 996-7040 Kathy O'Brien John Cooper Manager, Customer Relations Assistant, Marketing Maureen Durand Patricia Marvin Sony Corporation of Stanley Hardware Consumer Complaints America Sony Manager, Consumer Division Stanley Stroh Brewing Company Communication Consumer Service Works 100 River Place Swift & Company Company 195 Lake Street Detroit, Michigan 48207 1919 Swift Drive Sony Drive New Britain, Connecticut 06050 (313) 446-2000 Oak Brook, Illinois 60521 Park Ridge, New Jersey 07656 (203) 225-5111 (312) 850-5966 (201) 930-1000 800-222-7669 (toll free)

20 2 '? CORPORATE CONSUMER CONTACTS

Dick Dowhan Joanne King Veronica McCarthy Customer Service Public Affairs Manager Consumer Affairs Manager Consumer Response Triangle Publications, Sylvania Lighting Center Credit Card Divisibn Correspondent Inc. 100 Endicott Street Texaco U.S.A. U. S. Tobacco Four Radnor Corporate Center Damvers, Massachusetts 4800 Foumace Place 100 West Putnam Avenue Radnor, Pennsylvania 19088 01923 Bellaire, Texas 77401 Greenwich, Connecticut 06830 (215) 293-8500 (617) 777-1900 (713) 432-2235 (203) 661-1100 800-523-7933 (toll free)

Sylvania Televisions Carl Gundlach Debbie Rosenburg Meg Houser See North American Consumer Products Director of Consumer Affairs Quality Control Representative Phillips Texas instruments, Inc. Tom ThumbPage Turtle Wax, Inc. P.O. Box 53 14303 Inwood Road 5655 West 73rd Street Customer Relations Lubbock, Texas 79408 Dallas, Texas 75234 Chicago, Illinois 60638 Synergistics Research (806) 741-2000 (214) 661-9700 (312) 284-8300 Corporation 800-842-2737 (toll free) 650 Avenue of the Americas Virginia Hedtke Jerry Greenberg New York, New York 10011 Nell W. Stewart Marketing Services Coordinator Vice President, Creative (212) 989-9707 Director, Consumer Affairs Tonka Toys Services and Corporate Texize 6000 Clearwater Drive Communications P.O. Box 368 Minnetonka, Minnesota 55343 Twentieth Century Fox Greenville, South Carolina (612) 936-3300 Film Corporation Kerry Carliell 29602 P.O. Box 900 Manager, Consumer Services (803) 963-4261 Mary Elliott Beverly Hills, California 90213 Tampax, Inc. Director, Public Affairs (213) 203-1668 P.O. Box 271 John Carberg The Toro Company Palmer, Massachusetts 01069 Manager, Public Relations and 8111 Lynda le Avenue South Pete Hester 800-523-0014 (toll free) Advertising Minneapolis, Minnesota 55420 Consumer Relations and Textron, Inc. (612) 887-8900 Services Customer Representative 40 Westminster Street Tyson Foods, Inc. Consumer Relations Providence, Rhode Island Jan Scott 2210 West Oaklawn Drive Tappan Company, Inc. 02903 Manager, Consumer Relations P.O. Drawer E 250 Wayne Street (401) 421-2800 ext. 354 Totes, Inc. Springfield, Arkansas 72764 Mansfield, Ohio 44901 East Kemper Road (501) 756-4000 (419) 755-2821 Dean Siegal Loveland, Ohio 45140 Director, Corporate (513) 583-2300 (inside Ohio) Jane A. Wikstrom Communications 800-543-1851 (toll free Director, Consumer Relations Thompson Medical outside Ohio) Elaine De Shong Target Stores Company, Inc. Manager, Customer Services 33 South 6th Street 919 Third Avenue John Grey U-Haul international P.O. Box 1392 New York, New York 10022 Manager, Consumer Affairs 2727 North Central Avenue Minneapolis, Minnesota (212) 688-4420 Toys R Us Phoenix, Arizona 85004 55440-1392 395 West Passaic Street (602) 263-6771 (612) 370-6006 Donald Bell Rochelle Park, New Jersey Vice President, Professional 07662 Marsha Hardy or Wiflie Wood Richard Keller and Public Affairs (201) 368-5482 Customer Representatives Director, Consumer Affairs Thrift Drug Company Union Oil Company of Teledyne Water Pik 615 Alpha Drive C. L. Whitehill California 1730 East Prospect Street Pittsburgh, Pennsylvania 15238 Director of Customer and P.O. Box 7600 Fort Collins, Colorado 80525 (412) 781-5373 Terminal Services Los Angeles, California 90051 (303) 484-1352 Trailways, Inc. (213) 977-6956 or 6991 800-525-2774 (toll free Consumer Affairs 1500 Jackson Street, except Hawaii, Alaska and Representative Room 211 J. H. Fitzgerald Colorado) Time Inc. Dallas, Texas 75201 Manager, Consumer Relations Rockefeller Center (214) 655-7805 Service Department Dennis Yokoyama New York, New York 10020 Uniroyal Tire Company Supervisor, Customer Service (212) 586-1212 Larry Frank Tire Technical Center Teleflora Customer Service 1305 Stephenson Highway 12233 West Olympic, Suite 140 Tim McNellis Trane/CAC, Inc. Troy, Michigan 48084 Los Angeles, California 90064 Supervisor, Customer Service Troup Highway 800-521-9796 (toll free) (213) 826-5253 Department Tyler, Texas 75711 Time Telephone (214) 581-3220 or 3583 Fred Boyd M. A. Shute Marketing Corporate Manager, Consumer Tenneco, Inc. 990 West Fullerton Rosemary Aurichio Affairs P.O. Box 2511, Room 2419 Chicago, Illinois 60614 Manager, Customer Relations United Airlines Houston, Texas 77001 800-541-1000 (toll free) Trans World Airlines, P.O. Box 66100 (713) 757-2777 Inc. (TWA) Chicago, Illinois 60666 Lisa Watkins 605 Third Avenue (312) 952-5341 Beverly Rutherford Consumer Correspondent New York, New York 10158 Customer Service Department Timex Corporation (212) 692-3172 Julia Wells Terminex International, P.O. Box 2740 Operations Department Inc. Little Rock, Arkansas 72203 Office of Consumer Information United Foods, Inc. P.O. Box 17167 (501) 372-1111 Travelers Corporation P.O. Box 119 Memphis, Tennessee 38187 One Tower Square Bells, Tennessee 38006 (901) 766-1379 or 1347 Hartford, Connecticut 06183 (901) 663-2341 ext. 533 (203) 277-6565 (in Connecticut will accept collect calls) 800-243-014 t free 21 outside Connecticut) CORPORATE CONSUMER CONTACTS

Bette Malone Vogue Patterns Karen L. Nelson Joanne Turchany Manager, Relocation Service See Butterick Company, Public Affairs, Division-7 United Van Lines, Inc. Manager of Consumer Inc. Washington National Information One United Drive Insurance Company Fenton, Missouri 63026 West Bend Company 1630 Chicago Avenue 400 Washington Street (314) 326-J100 Evanston, Illinois 60201 Mary Ellen Gowin West Bend, Wisconsin 53095 (312) 570-5720 Robert L. Raycraft Manager, Consumer and Public (414) 334-2311 ext. 6936 Affairs Consumer Products Unit Consumer Affairs Upjohn Company Wakefern Food Caroline Lee Waterford Crystal Manager, Consumer Affairs 7000 Portage Road Corporation 225 Fifth Avenue 600 York Street Consumer Products Division Kalamazoo, Michigan 49001 New York, New York 10010 Elizabeth, New Jersey 07207 West Point Pepperell (616) 323-6004 (212) 683-8899 (201) 527-3342 1221 Avenue of the Americas New York, New York 10020 Charlotte Anzalone Wall Tex Roger Drayna (212) 382-5000 Administrator, Nursing Services Public Relations Director Upjohn Healthcare See Columbus Coated Wausau Insurance Services Fabrics Company Betty Sears Companies Consumer Affairs 2605 Kilgore Road 2000 Westwood Drive Kalamazoo, Michigan 49002 Edward H. King Representative Director, Governmental and Wausau, Wisconsin 54401 Westclox U.S. (616) 342-7019 (715) 842-6092 Public Affairs 120 Newton Bridge Road Wa !green Company Athens, Georgia 30613 Harry M. Roth James Weidman 200 Wilmot Road (404) 543-3050 Director, Consumer Affairs Director, Corporate USAir Deerfield, Illinois 60015 Communications Saundra Ervin Hangar 12, National Airport (312) 940-2500 Welch Foods, Inc. Consumer Affairs Washington, D.C. 20001 Two South Portgage Rick Headley Western Airlines, Inc. (703) 892-7020 Westfield, New York 14787 Customer Service 6060 Avion Drive (716) 326-3131 James Bennett Representative, Los Angeles, California 90009 Warn Industries (213) 216-3285 Customer Relations Manager William Robeck 13270 Southeast Pheasant US JVC Corporation Assistant Vice President 41 Stater Drive Court Edward A. Wilson Wells Fargo Bank National Vice President, Elmwood Park, New Jersey Milwaukie, Oregon 97222 (503) 659-8751 Customer Relations Center Consumer Affairs 07407 475 Sansome Street Western Union (201) 794-3900 San Francisco, California Mary Richardson Telegraph Company 94111 Director, Consumer Affairs 1828 L Street N.W., Suite 1001 V (415) 396-4353 Washington, D.C. 20036 Division Jear zpa WarnerLambert (202) 862-4633 Mans ,,;r of Marketing Services Company Judy Davis Van Heusen Company 201 Tabor Road Community Affairs Manager 281 Centennial Avenue Morris Plains, New Jersey Wendy's International, Piscataway, New Jersey 07950 Inc. P.O. Box 256 08854 (201) 540-2458 (201) 885-5000 ext. 259 Dublin, Ohio 43017 (614) 764-3100 John Mc Ana President Van Munching and Company Inc. 1270 Avenue of the Americas 10th Floor Home Improvements New York, New York 10020 (212) 265-2685 1. Be sure to get more than one estimate using thesame specifications and materials. Vicks Health Care 2. Be sure you have a written contract that includes thecontractor's full name, See RiCh ison-Vicks address, phone number and license number, a thorough descriptionof the work to be done, the grade and quality of materials to be used,the agreed Customer Relations upon starting and completion dates, the total cost, and payment schedule. Visa USA, Inc. 3. Be sure to make a thorough inspection of the contractor'swork before you P.O. Box 8999 make your final payment. San Francisco, California 4. If you sign the contract away from the seller's regularplace of business, 94128 such as your home, you will have a "Three Day Cooling-Off" period.This (415) 570-3200 means you have the right to cancel your contract anytime before midnight of (call issuing bank for individual the third business day after you sign the contract. Besure a copy of the inquiries) "Notice of Cancellation" form is included withyour contract. 5. Inquire whether the contractor has liability and compensationinsurance to Matthew Kraus protect you from law suits in the event of an accident. Supervisor, Consumer Affairs 6.If the work requires a building permit, let the contractor applyfor it in his Department name. If it is in your name and the work does not pass inspection,you will Vivitar Corporation be responsible for any corrections that must be made. 1630 Stewart Street 7. Check with your county or city officials to see if the contractoris licensed Santa Monica, California 90406 and bonded. A bond will protect you against lienson your home if the con- (213) 829-3672 tractor defaults with suppliers and subcontractors. Also check withstate and local consumer protection agencies and the Better BusinessBureau to bee if any complaints have been filed against the contractor. 22 29 CORPORATE CONSUMER CONTACTS

Eileen S. Kieta Ann Julsen Grace F. Ulbricht Joanne Pino Manager, Compliance System, Public Relations Manager F. W. Woolworth Dfrector, Consumer Affairs Consumer Affairs Wickes Companies, Inc. Company Department Westwood 3340 Ocean Park Boulevard, New York, New York 10279 Youngs Drug Products Pharmaceuticals, Inc. Suite 2000 (212) 553-2469 Corporation 100 Forest Avenue Santa Monica, Califomia 90405 865 Centennial Avenue Buffalo, New York 14213 (213) 452-0161 Robert J. Kirschten or Lana P.O. Box 385 (716) 887-3510 Little Piscataway, New Jersey 08854 Barbara Borkowski Consumer Affairs (201) 885-5777 Robert D. Stanley Manager, Customer Relations World Airways Division Vice President, John Wiley & Sons Oakland International Airport Consumer Affairs One Wiley Drive 1100 Airport Drive Whirlpool Corporation Somerset, New Jersey 08873 Oakland, Califomia 94614 Jean Barrow 2000 US 33 North (201) 469-4400 ext. 240 (415) 577-2000 Vice President, Public Benton Harbor, Michigan Relations 49022 Consumer Affairs Department Ruby Katz Zaie Corporation (616) 923-5101 Wilson Foods Manager, Consumer Affairs 901 West Walnut Hill Lane Corporation World Book, Inc. Irving, Texas 75038-1003 Sherry Dwyer 4545 North Lincoln Boulevard P.O. Box 4140 (214) 257-4980 Manager, Consumer Relations Oklahoma City, Oklahoma Merchandise Mart Plaza White-Westinghouse 73105 Chicago, Illinois 60654 Marilyn Davis Corporation (405) 525-4446 800-621-8202 (toll free) Director of Consumer Affairs 930 Fort Duquesne Boulevard Zana Corporation Pittsburgh, Pennsylvania 15222 Louella Uhlig Wrangler Jeans 2605 Camino Del Rio South (412) 263-3700 Manager, Customer Service See Blue Bell, Inc. San Diego, California 92108 800-245-0600 (toll free Department (619) 298-7204 outside Pennsylvania) Wilton Company Joan Brunner 18th and Franklin Streets Wm. Wrigley Jr. Stanley Berkovitz Mary Haukom Columbia, Pennsylvania 17512 Company Vice President, Consumer and Legal Assistance Supervisor (717) 684-9000 ext. 290 410 North Michigan Avenue Community Affairs Wick Building Systems, Chicago, Illinois 60511 Zayre Corporation Inc. Frank Rotta (312) 644-2121 Framingham, Massachusetts P.O. Box 8310 Director, Corporate Public 01701 Madison, Wisconsin 53708 Relations (617) 651-6200 (608) 274-4761 Winnebago industries P.O. Box 152 Michael Albert John Pederson Forest City, Iowa 50436 Manager, Customer Relations Consumer Affairs (515) 582-3535 Yamaha Motor Zenith Radio Corporation Corporation 6555 Kate Ila Avenue 1100 Seymour Avenue Cypress, California 90630 Franklyn Park, Illinois 60131 (714) 761-7439 (312) 671-7550

Consumers, Remember: 1. First, complain to the seller.

2.If that doesn't work, contact the company.

3. After that, contact an industry dispute program; the Better Business Bureau; or a local or state government office.

4. Finally, contact a trade association or Federal agency, as iisted in the Index under specific complaint topics.

5. The last resort is a small claims court or private lawyer.

30 23 Automobile Manufacturers Corporate Contacts

If you have a problem with your car, first tryto work it out with the dealer. If you and the dealer are unable to reach agreement,consider contacting a manufacturer's zone representative, many of which are listed in this section.

American Honda Motor Arkansas, Kansas, Louisiana, Rhode island, Massachusetts, Maine, Company, Inc. Mississippi, Oklahoma, Texas New Hampshire, Vermont, Eastern Customer Relations Department New York, Northern New Jersey Indiana, Kentucky, Michigan (except Southwest Zone Owner Relations Department upper peninsula), Ohio American Honda Motor Company, Inc. Northeast Regional Office Customer Relations Department 4525 Royal Land American Motors Sales Corporation Central Zone Irving, Texas 75016-5408 P.O. Box 500 American Honda Motor Company, Inc. (214) 258-8080 444 Saw Mill River Road 6400 Sand Lake Road Elmsford, New York 10523 Dayton, Ohio 45414 Arizona, California, Hawaii, Nevada, (914) 997-2823 (513) 890-1717 New Mexico Customer Relations Department Wisconsin, Upper Michigan, Illinois, District of Columbia, Maryland, North Western Zone Nmthvrest Indiana, Iowa, Minnesota, Carolina, South Carolina, Virginia, American Honda Motor Company, Inc. North Dakota, South Dakota West Virginia 201 West Artesia Boulevard Owner Relations Department Customer Relations Department Compton, California 90220 Midwest Regional Office Mid-Atlantic Zone (213) 604-2518 American Motors Sales Corporation American Honda Motor Company, Inc. 1600 Busse Road 209 Perry Parkway, Suite 10 Connecticut, Maine, Massachusetts, Elk Grove Village, Illinois 60007 Gaithersburg, Maryland 20877 New Hampshire, New York (except (312) 364-8601 (301) 869-8982 New York City), Rhode Island, Vermont Missouri, Arkansas, Louisiana, Texas, Illinois, Iowa, Michigan (upper Customer Relations Department Oklahoma, Kansas peninsula), Minnesota, Missouri, New England Zone Owner Relations Department Wisconsin American Honda Motor Company, Inc. Southwest Regional Office Customer Relations Department 555 Old Country Road American Motors Sales Corporation North Central Zone Windsor Locks, Connecticut 06096 5101 Statesman Drive American Honda Motor Company, Inc. (203) 623-3310 Irving, Texas 75063 139 West Central Road (214) 570-3222 Schaumburg, Illinois 60195 Corporate Office (312) 991-9787 Marjorie Crosby Nebraska, Colorado, Utah, Wyoming, Assistant Manager Southwestern South Dokota, New Jersey, New York City, American Honda Motor Company, Inc. Montana, Idaho, Oregon, Washington, Pennsylvania 100 West Alondra Boulevard Alaska Customer Relations Department Gardena, California 90247 Owner Relations Department Northeast Zone (213) 327-8280 Rocky Mountain Regional Office American Honda Motor Company, Inc. American Motors Sales Corporation 115 Gaither Drive 5005 Lima Street Moorestown, New Jersey 08057 American Motors Sales Denver, Colorado 80239 (609) 235-5533 Corporation, Jeep and (303) 373-5800 Alaska, Colorado, Idaho, Montana, Renault Michigan, Western New York, Nebraska, North Dakota, Oregon, Western Pennsylvania, West Virginia, South Dakota, Washington, Wyoming Tennessee, Mississippi, Alabama, Kentucky, Indiana, Ohio Customer Relations Department Georgia, Florida Owner Relations Department Northwest Zone Owner Relations Department Great Lakes Regional Office American Honda Motor Company, Inc. Southwest Regional Office American Mco.ors Sales Corporation 12439 N.E. Airport Way American Motors Sales Corporation 24100 Srs.Meld Road, 8uite 100 Portland, Oregon 97220 1640 Stone Ridge Drive Southfield, Michigan 46075 (503) 246-0943 P.O. Box 718 , (313) 827-7870 Stone Mountain, Georgia 30083 Alabama, Georgia, Florida, Tennessee (404) 491-3233 Nevada, New Mexico, Arizona, Customer Relations Department California, Hawaii Southeast Zone Owner Relations Department American Honda Motor Company, Inc. Westem Regional Office 1500 Monison Parkway American Motors Sales Corporation Alpharetta, Georgia 30201 23046 Avenida De La Carlotta (404) 442-2045 P.O. Box 30710 Laguna Hills, Califomia 92654 (714) 855-3533,3534 24 31 AUTOMOBILE MANUFACTURERS CORPORATE CONTACTS

Eastern Pennsylvania, Southern New Arkansas, Kansas, Missouri, Customer Relations Manager Jersey, Delaware, Maryland, District Nebraska Southwest Region of Columbia, Virginia, North Carolina, Regional Service Manager BMW of North America, Inc. South Carolina Audi Division Suite 300, P.O. Box 819003 Owner Relations Department 8825 Page Boul ward 2300 Ve,ley View Lane Mid-Atlantic Regional Office St. Louis, Missouri 63114 Dallas, Texas 75381 American Motors Sales Corporation (314) 429-8177 (214) 484-4840 175 I Old Meadow Road P.O. Drawer AA Alaska, Idaho, Montana, Oregon, Customer Relations Manager Westgate Research Park Washington Western Region McLean, Virginia 22101 Regional Service Manager BMW of North America, Inc. (703) 790-3088,89,90 Audi Northwest Region 12541 Beatrice Street 5 Oaks Industrial Park Los Angeles, California 90066 Corporate Office 5555 Northwest 5 Oaks Drive (213) 305-2913 Harry Allen Hillsboro, Oregon 9-123 Manager, Owner Relations Service (503) 645-5511 Corporate Office American Motors Corporation Mr. R. L. Frisch 14250 Plymouth Road Arizona, ct.!_ io, Nevada, National Customer Relations Manager Detroit, Michigan 48232 New Mexico. -:outh Dakota (Rapid BMW of North America, Inc. (313) 493-2341 City), Texas (El Paso), Utah, Wyoming CImpus 3 Regional Service Manager Montvale, New Jersey 07645 ion (201) 573-2000 Audi 11,, 'Areet Delaware, Maine, Massachusetts, Cuk- lifornia 90230 Chrysler Corporation New Hampshire, Pennsylvania, Rhode (213) 390-8011 island, Vermont South Carolina, North Carolina, Regional Service Manager Corporate Office: Tennessee, Alabama, Georgia Atlantic Region Rainer Dumke Customer Relations Manager Audi Division Consumer Services Manager Atlanta Zone Office 9300 George Palmer Highway Audi Division Chrysler Corporation Lanham, Maryland 20801 888 West Big Beaver 1100 Circle 75 Parkway (301) 459-7000 Troy, Michigan 48007-3951 Suite 850 (313) 362-6000 Lenox Square Station Illinois, Indiana, Iowa, Kentucky, Atlanta, Georgia 30339 Michigan, Minnesota, North Dakota, (404) 953-8880 Ohio, South Dakota, Wisconsin BMW of North America, (excluding Rapid City) Massachusetts, Connecticut, Rhode Regbnal Service Manager Inc. island, Maine, Vermont, New Central Region Hampshire Customer Relations Manager Audi Division Customer Relations Manager 420 Barclay Boulevard Central Region Boston Zone Office BMW of North America, Inc. Lincolnshire, Illinois 60069 Chrysler Corporation 1002 East Algonquin Road (312) 634-6000 P.O. Box 50 Schaumburg, Illinois 60195 Natick, Massachusetts 01760 Connecticut, New Jersey, New York (312) 397-5700 (617) 655-2810 Regional Service Manager Customer Relations Manager Eastern ,Region Iowa, Illinois, Wisconsin, Indiana Eastern Region Audi Division Customer Relations Manager BMW of North America, Inc. Greenbush Road Chicago Zone Office Walnut and Hudson Streets Orangeburg, New York 10962 Chrysler Corporation Norwood, New Jersey 07648 (914) 578-5000 P.O. Box 1102 (201) 784-0145 Itasca, Illinois 60143-1102 Alabama, Florida, Georgia, Louisiana, (312) 773-7780 Mississippi, Oklahoma, South Customer Relations Manager Carolina, Tennessee, Texas Mid-Atlantic Region Kentucky, Indiana, Ohio BMW of Noah America, Inc. (excluding El Paso) Customer Relations Manager 1861 Wiehle Avenue Regional Service Manager Cincinnati Zone Office Suite 300 Southern Region Chrysler Corporation Reston, Virginia 22090 Audi Division P.O. Box 41902 (703) 478- '800 Suite 170 Cincinnati, Ohio 45241 1770 The Exchange (513) 733-8450 Customer Relations Manager Atlanta, Georgia 30339 Northwest Region (404) 955-9000 Texas (North) BMW of North America, Inc. Customer Relations Manager North Carolina, Maryland, West 6606 Owens Drive Dallas Zone Office Pleasanton, California 94566 Virginia, District of Columtia, Virginia Chrysler Corporation Regional Service Manager (415) 463-0725 P.O. Box 110162 Washington Region Carrollton, Texas 75011 Customer Relations Manager Audi Division (214) 242-8462 9300 George Palmer Highway Southeast Region BMW of North Amenca, Inc. Lanham, Maryland 20801 (301) 459-7000 6160 Peachtree-Dunwoody Road Suite A-100 Atlanta, Georgia 30328 (404) 399-0060 25 32 AUTOMOBILE MANUFACTURERS CORPORATE CONTACTS

Wyoming, New Mexico, Colorado, Georgia, Florida Corporate Office: Nebraska, Utah, Idaho Customer Relations Manager J. D. Personette Customer Relations Manager Orlando Zone Office Manager, Owner Relations Denver Zone Office Chrysler Corporation Chrysler Corporation Chrysler Corporation P.O. Box 13428 P.O. Box 1718 P.O. Box 39006 Orlando, Florida 32809 Detroit, Michigan 48288-1718 Denver, Colorado 80239 (305) 352-7402 (313) 956-5970 (303) 371-1330 Pennsylvania, New Jersey, Delaware Fiat Motors of North Michigan, Ohio, Indiana Customer Relations Manager Customer Relations Manager Philadelphia Zone Office America, Inc. Detroit Zone Office Chrysler Corporation Chrysler Corporation 3 Great Valley Parkway East, Suite 201 Corporate Office: P.O. Box 3000 Great Valley Corporate Center Manny Carvalho Troy, Michigan 48007-3000 Malvem, Pennsylvania 19355 National Service Operations Manager (313) 879-3600 (215) 251-2990 Fiat Motors of North America, Inc. 777 Terrace Avenue Texas (South) Ohio, Pennsylvania, West Virginia, Hasbrouck Heights, New Jersey 07604 Customer Relations Manager Maryland (201) 393-4049 or 4053 Houston Zone Office Customer Relations Manager Chrysler Corporation Pittsburgh Zone Office 363 East North Belt Chrysler Corporation Ford Motor Company Suite 590 P.O. Box 4599 Houston, Texas 77060 (Includes (713) 820-7062 Pittsburgh, Pennsylvania 15205 (412) 777-3600 Lincoln/Mercury Oklahoma, Missouri, Nebraska, Products) Kansas, Iowa Oregon, Alaska, Washington, Montana, Idaho Customer Relations Manager Northern Georgia, Eastern Alabama Customer Relations Manager Kansas City Zone Office Owner Relations Manager Portland Zone Office Chrysler Corporation Atlanta District Office Cloverleaf ll Building Suite 205 Chrysler Corporation Ford Motor Company P.O. Box 744 6901 West 63rd Street P.O. Box 105003 Beverton, Oregon 97075 Overland Park, Kansas 66202 Atlanta, Georgia 30348-5003 (503) 641-4170 (913) 831-6670 (404) 763-6440 California, Nevada California, Arizona, Hawaii, Nevada Maine, New Hampshire, Vermont, Customer Relations Manager Customer Relations Manager Massachusetts, Rhode island, Los Angeles Zone Office San Francisco Zone Office Connecticut Chrysler Corporation Chrysler Corporation Owner Relations Manager P.O. Box 5009 P.O. Box 3019-C Boston District Office Anaheim, Califomia 92803-3019-C Pleasanton, California 94566-0509 Ford Motor Company (415) 484-0646 (714) 870-4000 P.O. Box 587 New York, Pennsylvania Waltham, Massachusetts 02254-0587 Louisiana, Arkansas, Mississippi, (617) 895-1000 Tennessee, Alabama Customer Relations Manager Syracuse Zone Office Customer Relations Manager Upper and Western New York, Memphis Zone Office Chrysler Corporation Northern Pennsylvania P.O. Box 1207 Chrysler Corporation Owner Relations Manager Eastwood Station P.O. Box 18008 Buffalo District Office Memphis, Tennessee 38181-0008 Syracuse, New York 13201-1207 Ford Motor Company (315) 432-4041 (901) 365-4701 P.O. Box 244 Buffalo, New York 14225-0244 South Dakota, Minnesota, Iowa, Illinois, Missouri, Kentucky, Indiana (716) 631-4430 Wisconsin, North Dakota, Nebraska Customer Relations Manager Customer Relations Manager St. Louis Zone Office North Carolina, South Carolina Chrysler Corporation Minneapolis Zone Office Owner Relations Manager P.O. Box 278 Chrysler Corporation Charlotte District Office Hazelwood, Missouri 63042 P.O. Box 1231 Ford Motor Company (314) 895-0731 Minneapolis, Minnesota 55440 P.O. Box 220307 (613) 553-2546 Charlotte, North Carolina 28222-0307 Maryland, Virginia, North Carolina, (704) 554-4501 Louisiana, Florida, Alabama, Missouri Delaware, District of Columbia Customer Relations Manager Customer Relations Manager New Orleans Zone Office Northeastern Illinois, Northwestern Washington, D.C. Zone Office Indiana Chrysler Corporation P.O. Box 3130 Owner Relations Manager P.O. Box 73168 Chrysler Corporation Metairie, Louisiana 70033 Chicago District Office Landover Hills, Maryland 20784 Ford Motor Company (504) 455-1433 (301) 464-4040 2225 West North Avenue New Jersey, New York, Connecticut Melrose Park, Illinois 60160-1191 Nevada, Utah, Ari7ona, New Mexico (312) 681-6500 Customer Relations Manager Customer Relations Manager New York Zone Office Phoenix Zone Office Chrysler Corporation Chrysler Corporation 500 Route 303 - P.O. Box 35666 Tappan, New York 10983 Phoenix, Arizona 85069 (914) 359-0110 (602) 866-6090 26 33 AUTOMOBILE MANUFACTURERS CORPORATE CONTACTS

Southern Oh lo, Southern Wst Western Missouri, Kansas Northeastern Pennsylvania, Virginia, Eastern Kentucky, Owner Relations Manager Southeastern Pennsylvania, Southern Southeastern Indiana Kansas City District Office New Jersey, Delaware Owner Relations Manager Ford Motor Company Owner Relations Manager Cincinnati District Office P.O. Box 501 Philadelphia District Office Ford Motor Company Shawnee Mission, Kansas 66201-0501 Ford Motor Company P.O. Box 6308 (913) 888-0141 P.O. Box 816 Cincinnati, Ohio 45215-6308 Pennsauken, New Jersey 08110-0816 (513) 782-7264 Southern California, Southeastern (609) 662-8021 Nevada Eastern and Northwestern Oh lo, Owner Relations Manager Arizona, New Mexico, Western Texas Northwestern Pennsylvania Los Angeles District Office Owner Relations Manager Owner Relations Manager Ford Motor Company Phoenix District Office Cleveland District Office P.O. Box 4680-P Ford Motor Company Ford Motor C_ mpany Anaheim, California 92803-4680 P.O. Box 844 P.O. Box 41035 (714) 520-8300 Phoenix, Arizona 85001-0844 Brecksville, Ohio 44141-0035 (602) 266-8500 (216) 526-6900 Western Kentucky, Central Tennessee, South Central Indiana Southwestern Pennsylvania, northern Northern Texas, Oklahoma Owner Relations Manager West Virginia, Southeastern Ohio Owner Relations Manager Louisville District Office Owner Relations Manager Dallas District Office Ford Motor Company Pittsburgh District Office Ford Motor Company P.O. Box 32080 Ford Motor Company P.O. Box 110037 Louisville, Kentucky 40232-2080 Manor Oak Two Carrollton, Texas 75006-0037 (502) 456-3700 Suite 910,1910 Cochran Road (214) 323-6299 Pittsburgh, Pennsylvania 15220-1254 Arkansas, Western Tennessee, (412) 928-2939 Colorado, Wyoming, Western Northern Mississippi, Northwestern Nebraska, Southwestern South Alabama Southern Illinois, Eastern Missouri Dakota, Utah, Southern Idaho, Owner Relations1;i4nager Owner Relations Manager Northeastern Nevada, Southeastern Memphis District Office St. Louis District Office Oregon, Montana Ford Motor Company Ford Motor Company Owner Relations Manager P.O. Box 8347 P.O. Box 24575 Denver District Office Hollywood Station St. Louis, Missouri 63141-0575 Ford Motor Company Memphis, Tennessee 38108-0347 (314) 569-4455 P.O. Box 5588, T..aninal Annex (901) 454-7270 Denver, Colorado CA217-5588 Northern California, Southern Oregon, (303) 291-4610 Wisconsin (Except Northwestern Western Nevada, Hawaii Corner), Upper Peninsula Michigan Owner Relations Manager All Michigan (except Upper Owner Relations Manager San Jose District Office Peninsula) Milwaukee Districl Office Ford Motor Company Owner Relations Manager Ford Motor Company P.O. Box 4002 Detroit District Office 16535 West Bluemound Road Milpitas, California 95035-2002 Ford Motor Company Suite 350, P.O. Box 267 (408) 262-9110 P.O. Box 775 fdrookfield, Wisconsin 53005-0985 Wixom, Michigan 48096-0775 (414) 785-3100 Alaska, Washington, Northern (313) 337-9900 Oregon, Northern Idaho Northern New Jersey, Eastern New Owner Relations Manager Southern Texas York, Southeastern New York, Long Seattle District Office Owner Relations Manager island, Northeastern Pennsylvania Ford Motor Company Houston District Office Owner Relations Manager 10604 N.E. 38th Place Ford Motor Company New York District Office Suite 215 P.O. Box 827 Ford Motor Company Kirkland, Washington 98033-7995 Houston, Texas 77001-0827 U.S. Highway 46 (206) 244-5800 (713) 680-4260 Teterboro, New Jersey 07608-1177 (201) 288-9421 Northwestern Wisconsin, Minnesota, Central and Western Indiana, North Dakota, Northern South Dakota Southeastern Illinois Southern Mississippi, Louisiana, Owner Relations Manager Owner Relations Manager Southwestern Alabama Twin Cities District Office Indianapolis District Office Owner Relations Manager Ford Motor Company Ford Motor Company New Orleans District Office P.O. Box 9303 P.O. Box 19448 Ford Motor Company Minneapolis, Minnesota 55440-9303 Indianapolis, Indiana 46219-0448 P.O. Box 8630 (612) 887-4290 (317) 353-8251 Metairie, Louisiana 70011-8630 (504) 454-6764 Mainland Maryland, Northern Virginia, Florida, Southern Georgia Southern Virginia, Eastern West Owner Relations Manager Western Iowa, Central and Eastern Virginia, Peninsular Maryland, Jacksonville District Office Nebraska, Southeastern South Washington, D.C. Ford Motor Company Dakota Owner Relations Manager P.O. Box Y Owner Relations Manager Washington District Office Jacksonville, Florida 32203-0576 Omaha District Office Ford Motor Company (904) 783-7770 Ford Motor Company P.O. Box 703A P.O. Box 37433 8051 Gatehouse Road Millard Station Falls Church, Virginia 22046-1503 Omaha, Nebraska 68137 (703) 698-1900 (402) 334-4750 27 :3 4 AUTOMOBILE MANUFACTURERS CORPORATE CONTACTS

Nationa: Office Arkansas, Iowa, Kansas, Kentucky, Texas, Arkansas, Louisiana, Ford Motor Company Louisiana, Mississippi, Missouri, P.O. Box 1805 Oklahoma, Western Kansas, New Nebraska, Oklahoma, Tennessee, Mexico, Colorado, Eastern Wyoming Dearbom, Michigan 48121 Texas (313) 337-6950 Owner Service Manager Customer Relations Manager Houston Zone Mazda Distributors Gulf Mercedes-Benz of North America, Inc. 10445 Corporate Drive 9550 North Loop East General Motors Sugar Land, Texas 77478 P.O. Box 24396 Corporation (713) 240-5800 Houston, Texas 77229 (713) 675-6126 Customer Assistance Center Alaska, Idaho, Minnesota, Montana, Buick Motor Division North Dakota, Oregon, South Dakota, Western North Carolina, South General Motors Corporation Washington Carolina, Tennessee, Mississippi, 902 East Hamilton Avenue Civ-trimer Relations Manager Alabama, Georgia, Florida Flint, Michigan 48550 M, Distributors Northwest Owner Service Manager (313) 766-1240 862,outh 180th Street Jacksonville Zone Kent, Washington 98031 Mercedes-Benz of North America, Inc. Consumer Relations (206) 251-5920 8613 Western Way Cadillac Motor Car Division P.O. Box 17604 General Motors Corporation Arizona, California, CoIoraio, Nevada, Jacksonville, Florida 32245 2860 Clark Street New Mexico, Utah, Wyomin j (904) 731-4040 Detroit, Michigan 48232 Customer Relations Manager (313) 554-5536 Mazda Distributors Pacific Southern California, Arizona 18601 South Susana Road Owner Service Manager Customer Assistance Department Compton, Califomia 90221 Los Angeles Zone Chevrolet Motor Division (213) 603-8978 Mercedes-Benz of North America, Inc. General Motors Corporation 851 East Watsoncenter Warren, Michigan 48090 Corporate Office: P.O. Box 4625 (313) 492-5500 Mr. Frank Leonard Carson, Califomia 90745 Customer Relations Manager (213) 835-8315 Customer Service Department Mazda Motors of America, Inc. GMC Truck and Coach Operation 8313 Baycenter Road Maine, Vermont, New Hampshire, General Motors Corporation Jacksonville, Florida 32216 Massachusetts, Rhode island, 31 Judson Street (904) 731-4010 Connecticut, Northern New Jersey, Pontiac, Michigan 48058 Upstate New York (313) 456-4547 Corporate Office: Owner Service Manager Mr. Doug Cochran New York Zone Customer Service Department Consumer Communications Manager Mercedes-Benz of North America, Inc. Oldsmobile Divishm Mazda Motors of America (Central), Inc. One Glenview Road General Motors Corporation 3040 East Ana Street P.O. Box 277 P.O. Box 30095 Rancho Dominguez, Califomia 90221 Montvale, New Jersey 07645 Lansing, Michigan 48909 (213) 537-2322 (201) 573-2518 (517) 377-5546 Canadian Offices: Northern California, Washington, Customer Service Department Customer Relations Manager Oregon, Nevada, Montana, Idaho, Pontiac Motor Division Mazda Canada, Inc. Utah, Western Wyoming, Alaska, General Motors Corporation 821 Brock Road South Hawaii One Pontiac Plaza Pickering, Ontario L1W3L6 Owner Service Manager Pontiac, Michigan 48053 (416) 831-4222 San Francisco Zone (313) 857-1316 Mercedes-Benz of North America, Inc. Customer Relations Manager 513 Eccles Avenue Mazda Canada, Inc. South San Francisco, California 94080 Mazda Motors of 7676 Winston Street (415) 871-5125 Bumaby, British Columbia V5A2H4 America, Inc. (604) 420-2225 Lower New York, Pennsylvania, Eastern Ohio, West Virginia, Virginia, Alabama, Connecticut, Delaware, Maryland, Eastern North Carolina, Florida, Georgia, Maine, Maryland, Mercedes-Benz of North Delaware, Washington, D.C. Massachusetts, New Hampshire, New America, Inc. Owner Service Manager Jersey, New York, North Carolina, Washington, D.C. Zone Pennsylvania, Rhode island, South Illinois, Indiana, Ohio, Kentucky, Mercedes-Benz of North America, Inc. Carolina, Vermont, Virginia, District of 5530 Wisconsin Avenue Columbia, West Virginia Michigan, Wisconsin, Minnesota, North Dakota, Eastern South Dakota, Chevy Chase, Maryland 20815 Customer Relations Manager (301) 654-1676 Mazda Motors of America East, Inc. Nebraska, Iowa, Missouri, Eastern 8313 Baycenter Road Kansas Owner Service Manager Corporate Office: Jacksonville, Florida 32216 Owner Service Department (904) 731-4010 Chicago Zone Mercedes-Benz of North America, Inc. Mercedes-Benz of North America, Inc. One Mercedes Drive Illinois, Indiana, Michigan, Ohio, 3333 Charles Street Franklin Park, Illinois 60131 Montvale, New Jersey 07645 Wisconsin (201) 573-0600 Customer Relations Manager (312) 455-9131 Mazda Distributors Great Lakes 2660 28th Street S.E. Grand Rapids, Michigan 49508 (616) 949-7570 28 35 AUTOMOBILE MANUFACTURERS CORPORATE CONTACTS

Nissan Motor Arkansas, Kentucky, Tennessee, Alabama, Arkansas, Colorado, Corporation in U.S.A. Mississippi, Alabama Florida, Louisiana, Mississippi, New Customer Relations Manager Mexico, Oklahoma, Puerto Rico, (Datsun) Memphis Regional Office Southern Georgia, Texas, Wyoming Nissan Motor Corporation in U.S.A. Customer Relations Maine, Vermont, New Hampshire, (Datsun) Houston Zone Massachusetts, Rhode island, 5775 Summer Trees Drive Peugeot Motors of America, Inc. Connecticut, parts of Upstate New Memphis, Tennessee 38134 9444 Old Katy Road York (901) 372-5700 Houston, Texas 77055 Customer Relations Manager (714) 461-9018 Boston Regional Office New Jersey, Eastern Pennsylvania, Nissan Motor Corporation in U.S.A Metropolitan New York Alaska, Arizona, California, Hawaii, (Datsun) Customer Relations Manager Idaho, Montana, Nevada, Oregon, 777 West Street New York Regional Office Utah, Washington Mansfield, Massachusetts 02048 Nissan Motor Corporation in U.S.A. Customer Relations (617) 339-3721 (Datsun) Los Angeles Zone No. 4 Corporate Place Peugeot Motors of America, Inc. Minnesota, Wisconsin, lowa, Illinois, Piscataway, New Jersey 08854 1020 East 230th Street Missouri, Michigan (except Lower (201) 981-0220 Carson, California 90745 Peninsula) (213) 549-9880 Customer Relations Manager Maryland, Delaware, West Virginia, Chicago Regional Office Virginia, North Carolina, District of Connecticut, Delaware, Maine, Nissan Motor Corporation in U.S.A. Co luirtia Massachusetts, New Hampshire, New (Datsun) Customer Relations Manager Jersey, New York, Pennsylvania, 51 Shore Drive Norfolk Regional Office Rhode island, Vermont Hinsdale, Illinois 60521 Nissan Motor Corporation in U.S.A. Customer Relations (312) 325-9050 (Datsun) New York Zone 151 Harbor Drive Peugeot Motors of America, Inc. Michigan (lower peninsula), Indiana, Portsmouth, Virginia 23705 40 Van Nostrand Avenue Ohio, Western Pennsylvania (804) 399-4011 Englewood, New Jersey C Customer Relations Manager (201) 894-0210 Columbus Regional Office Washington, Montana, Oregon, Idaho, Nissan Motor Corporation in U.S.A. Alaska Corporate Office: (Datsun) Customer Relations Manager Vel Amica 150 East Wilson Bridge Road Portland Regional Office National Customer Relations Director Suite 100 Nissan Motor Corporation in U.S.A. Peugeot Motors of America, Inc. Worthington, Ohio 43085 (Datsun) One Peugeot Plaza (614) 846-6900 17853 N.W. Cornell Road Lyndhurst, New Jersey 07071 Beaverton, Oregon 97006 (201) 935-8400 Texas, Oklahoma, Louisiana (503) 629-9029 Customer Relations Manager Dallas Regional Office Northern California, Nevada (except Saab-Scania of America Nissan Motor Corporation in U.S.A. Las Vegas) (Datsun) Customer Relations Manager Maine, New Hampshire, Vermont, 13405 North Stemmons Freeway San Francisco Regional Office Massachusetts, Rhode island, Farmers Branch, Texas 75234 Nisson Motor Corporation in U.S.A. Connecticut, New Jersey, New York, (214) 243-4311 (Datsun' Delaware, Pennsylvania, Maryland, 355 Wige ie Virginia, North Carolina, South North Dakota, South Dakota, P.O. Box , Carolina, Tennessee, Alabama, Wyoming, Nebraska, Utah, Colorado, Walnut Creek, California 94596 Georgia, Florida Kansas, New Mexico, El Palo, Texas (415) 932-0550 Customer Relations Manager Customer Relations Manager Eastern Hes.on Denver Regional Office Saab-Scania of America Nissan Motor Corporation in U.S.A. Peugeot Motors of Saab Drive (Datsun) America, Inc. P.O. Box 697 11000 East 45th Avenue Orange, Connecticutosan Denver, Colorado 80239 (203) 795-5671 (303) 371-4230 Indiana, Illinois, Iowa, Kansas, Michigan, Minnesota, Missouri, Ohio, West Virginia, Kentucky, South Carolina, Georgia, Florida Nebraska, North Dakota, Ohio, South Dakota, Wisconsin Indiana, Michigan, Wisconsin, Illinois, Customer Relations Manager Minnesota, Iowa, South Dakota, North Jacksonville Regional Office Customer Relations Chicago Zone Dakota, Nebraska, Kansas, Colorado, Nissan Motor Corporation in U.S.A. Wyoming, New Mexico, Texas, (Datsun) Peugeot Motors of America, Inc. 870 Cambridge Drive Oklahoma, Missouri, Arkansas, 8743 Western Way Louisiana, Mississippi Jacksonville, Florida 32217 Elk Grove Village, Illinois 60007 (312) 952-9046 Customer Relations Manager (904) 737-7100 Central Region Kentucky, Maryland, Northern Saab-Scania of America Southern California, Arizona, Las 10415 United Parkway Vegas, Nevada Georgia, North Carolina, South Carolina, Tennessee, Virginia, Schiller Park, Illinois 60176 Customer Relations Manager (312) 671-4920 Los Angeles Regional Office Washington, D.C., West Virginia Nissan Motor Corporation in U.S.A. Customer Relations Eastern Auto Distributors Inc. (Datsun) 1683 Sunflower Avenue 833 East Little Creek Road P.O. Box 5555 Norfolk, Virginia 23518 Costa Mesa, California 92626 (804) 588-1334 (714) 549-1277 29 36 478-313 0 - 86 - 3 AUTOMOBILE MANUFACTURERS CORPORATE CONTACTS

Washington, Montana, Oregon, Idaho, Northern California, Nevada, Utah Tennessee, Kentucky, Ohio, Michigan California, Nevada, Utah, Arizona, Customer Relations Manager Customer Relations Dopartment Alaska, Hawaii Subaru of Northern California, Inc. Cincinnati Regional Office Customer Relations Manager 2505 Port Street Toyota Motor Distributors, Inc. Western Region P.O. Box 985 4550 Creek Road Saab-Scania of America West Sacramento, California 95691 Cincinnati, Ohio 45242 1225 East Artesia Boulevard (916) 371-7901 (513) 745-7500 Carson, California 90746 (213) 537-3901 Washington, Oregon, Idaho, Montana, Arizona, New Mexico, Utah, Colorado, Wyoming Wyoming, Nevada Corporate Office: Customer Relations Manager Customer Relations Manager Customer Relations Department Subaru Northwest, Inc. Denver Regional Office Saab-Scania of America 8040 East 33rd Drive P.O. Box 697 Toyota Motor Distributors, Inc. P.O. Box 11293 9033 East Easter Place Orange, Connecticut 06477 Portland, Oregon 97211 (203) 795-5671 Suite 200 (503) 287-4171 Englewood, Colorado 80112 (303) 773-1404 Subaru of America, Inc. Arkansas, Louisiana, Tennessee, Missouri, Alabama Texas, Oklahoma, Arkansas, West Virginia, Virginia, North Customer Relations Manager Louisiana, Mississippi Carolina, Maryland Subaru South, Inc. Customer Relations Department Customer Relations Manager 8923 Fourchedam Pike Gulf States Toyota, Inc. Subaru Atlantic, Inc. Little Rock, Arkansas 72206 10310 Harwin Avenue 8611 Larkin Road (501) 490-2770 Houston, Texas 77036 P.O. Box 427 (713) 744-3325 Savage, Maryland 20763 Georgia, South Carolina, Florida (301) 498-1700 Customer Relations Manager Kansas, Missouri, Nebraska, Iowa, Southeast Subaru, Inc. South Dakota, North Dakota New York, North New Jersey P.O. Box 3007 Customer Relations Department Customer Relations Manager West Palm Beach, Florida 33402 Kansas City Regional Office Subaru Distributors Corporation (305) 683-3066 Toyota Motor Distributors, Inc. 6 Ram land Road 11111 N.W. Airworld Drive Orangeburg, New York 10962 Southern California Kansas City, Missouri 64195 (914) 359-250C Customer Relations Manager (816) 891-1000 Kentucky, Ohio, Indiana, Michigan Subaru of Southern California 12 Whatney Drive Customer Relations Manager Southern California Irvine, California 92714 are.Lakes Subaru, Inc. Customer Relations Department 40' orth Hamilton Road (714) 951-6592 Los Angeles Regional Office P.O. dox 16513 Toyota Motor Distributors, Inc. Texas, Oklahoma Columbus, Ohio 43215 2800 Jamboree Road (614) 864-6650 Customer Relations Manager Newport Beach, California 92660 Southwest Subaru, Inc. (714) 833-8123 Southern New Jersey, Pennsylvania, 12615 San Pedro Avenue Delaware P.O. Box 32906 Virginia, West Virginia, Maryland, Customer Relations Manager San Antonio, Texas 78216 Delaware, Pennsylvania Penn Jersey Subaru, Inc. (512) 496-1441 Customer Ralations Department Glen Avenue and Foster Road Mid-Atlantic Toyota Distributors, Inc. P.O. Box P Corporate Office: Toyota Building Moorestown, New Jersey 08057 Customer Relations Department 6'110 Baymeadow Drive (609) 234-7600 Subaru of America, Inc. P.O. Box 1030 7040 Central Highway Glen Burnie, Maryland 21061 Nebraska, Kansas, Colorado, New Pennsauken, New Jersey 08109 (301) 760-1500 Mexico, Arizona (609) 488-8630 Customer Relations Manager New York, New Jersey, Connecticut Subaru Inter-Mountain Customer Relations Department 15000 East 39th Street Toyota Motor Sales, New York Regional Office P.O. Drawer D U.S.A. Toyota Motor Distributors, Inc. Auroria, Colorado 80011 16 Henderson Drive (303) 371-3820 Maine, Vermont, New Hampshire, West Caldwell, New Jersey 07006 (201) 575-9044 Missouri, South Dakota, Minnesota, Massachussetts, Rhode Island Wisconsin, Iowa, Illinois Customer Relations Department Boston Regional Office Washington, Oregon, Montana, Customer Relations Manager Alaska Subaru Mid-America, Inc. Toyota Motor Distributors, Inc. 440 Forbes Boulevard Customer Relations Department 301 Mitchell Court Portland Regional Office Addison, Illinois 60101 Mansfield, Massachusetts 02048 (617) 339-5701 Toyota Motor Distributors, Inc. (312) 953-1188 6111 N.E. 87th Avenue Indiana, Illinois, Wisconsin, Portland, Oregon 97220 Maine, Vermont, New Hampshire, (503) 255-6440 Massachusetts, Rhode Island, Minnesota, Northwest Michigan Connecticut Customer Relations Department Chicago Regional Office Northern California Customer Relations Manager Customer Relations Department Subaru of New England, Inc. Toyota Motor Distributors, Inc. 500 Kehoe Boulevard San Francisco Regional Office 95 Morse Street Toyota Motor Distributors, Inc. Norwood, Massachusetts 02062 Carol Stream, Illinois 60188 (312) 260-6267 2451 Bishop Drive (617) 769-5100 San Ramon, California 94583 30 (415) 830-8363 3 7 AUTOMOBILE MANUFACTURERS CORPORATE CONTACTS

Alabama, Florida, Georgia, North Arizona (excluding Yuma), Colorado, Western Nevada, Northern California Carolina, South Carolina Eastern Nevada, New Mexico, South Regional Service Manager Customer Relations Department Dakota (Rapid City), Texas (El Paso), Volkswagen of America, Inc. Southeast Toyota Distributors, Inc. Utah, Wyoming San Francisco Region 1751 Talleyrand Drive Regional Service Manager 7106 Johnson Industrial Drive P.O. Box 5287 Volkswagen of America, Inc. Pleasanton, California 94566 Jacksonville, Florida 32201 Denver Regbn (415) 462-8000 (904) 358-3634 12847 East Peakview Avenue Englewood Colorado 80112 Delaware, Pennsylvania Corporate Office: (303) 773-6374 Regional Service Manager R. W. Schrandt Volkswagen of America, Inc. National Customer Relations Manager Hawaii Valley Forge Region Toyota Motor Sales, Inc. Regional Service Manager P.O. Box 830 19001 South Western Avenue Volkswagen of America, Inc. 1001 South Trooper Road Torrance, California 90509 Hawaii Region Valley Forge, Pennsylvania 19482 (213) 618-4000 2865 Pukoloa Street (215) 666-0683 Honolulu, Hawaii 96819 (808) 833-9091 Maryland, North Carolina, Virginia, Volkswagen of America, District of Columbia, West Virginia Inc. Arkansas, Kansas, Missouri, Regional Service Manager Nebraska Volkswagen of America, Inc. Alabama, Georgia, Florida, South Regional Service Manager Washington, D.C. Region Carolina, Tennessee Volkswagen Mid-America, Inc. 9300 George Palmer Highway Regional Service Manager 8825 Page Boulevard Lanham, Maryland 20801 Volkswagen of America, Inc. St. Louis, Missouri S3114 (301) 386-0839 Atlanta Region (314) 429-2141 1940 The Exchange Connecticut, New Jersey, New York Atlanta, Georgia 30339 Southern California Regional Service Manager (404) 955-3484 Regional Service Manager World-Wide Volkswagen, Inc. Volkswagen of America, Inc. Greenbush Road Maine, Massachusetts, New Los Angeles Region Orangeburg, New York 10962 Hampshire, Rhode leind, Vermont 11300 Playa Street (914) 578-5000 Regional Service Manager Culver City, California 90230 Volkswagen of America, Inc. (213) 390-8011 Corporate Office: Boston Region Rainer Dumke 100 Fordharn Road Alaska, Montana, Oregon, Consumer Services Manager Wilmington, Massachusetts 01887 Washington, Idaho Volkswagen of America, Inc. (617) 658-6700 Regional Service Manager 888 West Big Beaver Riviera Motors, Inc. Troy, Michigan 48007-3951 Illinois, Iowa, Minnesota, North 5 Oaks Industrial Park (313) 362-6000 Dakota, South Dakota, Wisconsin 5555 Northwest 5 Oaks Drive (excluding Rapid City) Hillsboro, Oregon 97123 Regional Service Manager (503) 645-5511 Volvo North America Volkswagen of America, Inc. Chicago Region Louisiana, Mississippi, Oklahoma, Corporate Office: 420 Barclay Boulevard Texas (excluding El Paso) Juanita Mitchell Regional Service Manager Uncolnshire, Illinois 60069 Consumer Affairs Manager (312) 634-6000 Volkswagen of America, Inc. Volvo North America San Antonio Region P.O. Box 913 Indiana, Kentucky, Michigan, Ohio 10515 Gulfdale Drive Rockleigh, New Jersey 0764'7 Regional Service Manager P.O. Box 32572 (201) 768-7300 Volkswagen of America, Inc. San Antonio, Texas 78216 Columbus Region (512) 341-8881 1840 MacKenzie Drive Columbus, Ohio 43220 (614) 457-2411

Used Cars

1. Read carefully tho "Buyers Guide" in the window of the car if buying from a dealer. 2. Ask if the car is being sold "as is" (which means you must pay all costs for repairs) or has a warranty. Make sure you get the warranty in writing and that all verbal promises are included. 3. Comparison shop carefully for price, condition, and mileage of the model you are interested in buying. Compare for total cost the interest rates and other terms of finance agreements. 4.If you are non-mechanical, have a mechanic or other knowledgeable person look over the car for you. 5.If you are unfarniliar with the dealer, you may want to check with your state or local consumer protection agency or Better Business Bureau to see if there are any complaints against the dealership before you sign a contract. 31 38 Better Business Bureaus

Better Business Bureaus (BBBs) are non-profit organizations sponsored by local businesses. There are some 170 BBBs in the United States today. BBBs offer a variety of consumer education programs and materials, provide general information on companies, handle consumer inquiries, mediate and arbitrate complaints, and maintain rec.:,rds of consumer satisfaction or dissatisfaction with individual companies.

United States 1265 North La Cadena 140 West Oak Street Colton, Califomia 92324 Fort Collins, Colorado 80524 Bureaus (714) 825-7280 (303) 484-1348 National Headquarters 5070 North Sixth Street, Suite 176 Fresno, Califomia 93720 Connecticut Council of Better Business Bureaus (209) 222-8111 Fairfield Woods Plaza 1515 Wilson Boulevard 639 South Nnw Hampshire Avenue 2345 Black Rock Tumpike Arlington, Virginia 22209 3rd Floor Fairfield, Connecticut 06430 (703) 276-0100 Los Angeles, Califomia 90005 (203) 374-6161 (213) 383-0992 630 Oakwood Avenue, Suite 223 Local Bureaus 508 16th Street, Room 1500 West Hartford, Connecticut 06110 Oakland, Califomia 94612 (203) 247-8700 Alabama (415) 839-5900 100 South Tumpike Road 1214 South 20th Street 1401 21st Street, Suite 305 P.O. Box 2068 Birmingham, Alabama 32503 New Haven, Connecticut 06473 (205) 933-2893 Sacramento, California 95814 (916) 443-6843 (203) 269-2700 (Inquiries) 108 Jefferson Street (203) 269-4457 (Complaints) Huntsville, Alabama 35801 Union Bank Building (205) 533-1640 Suite 301 Delaware San Diego, Califomia 92101 20 South Walnut Street 707 Van Antwerp Building (619) 234-0966 Mobile, Alabama 36602 P.O. Box 300 (205) 433-5494 4310 Orange Avenue Milford, Delaware 19963 San Diego, California 92105 (302) 856-6969 Union Bank Building (619) 283-3927 Commerce Street 1901-B West 11th Street Suite 810 2740 Van Ness Avenue, #210 P.O. Box 4085 Montgomery, Alabama 36104 San Francisco, California 94109 Wilmington, Delaware 19807 (205) 262-5606 (415) 775-3300 (302) 652-3833 1505 Meridian Avenue Alaska P.O. Box 8110 417 Barrow San Jose, California 95125 District of Columbia 3605 Arctic Boulevard #BB (408) 978-8700 1012 14th Street, N.W., 14th Floor Anchorage, Alaska 99503 Prudential Building 20 North San Mateo Drive Washing. on, D.C. 20005 (907) 276-5901 P.O. Box 294 (202) 393-8000 San Mateo, Califomia 94401 Arizona (415) 347-1251, 1252, 1253 4428 North 12th Street Florida Phoenix, Arizona 85013 111 North Milpas Street 3969 Ulmerton Road (602) 264-1721 P.O. Box 746 Clearwater, Florida 33520 Santa Barbara, California 93102 (813) 577-6040 100 East Alameda Street (805) 963-8657 Suite 403 8600 N.E. 2nd Avenue Tucson, Arizona 85701 1111 North Center Street Miami, Florida 33138 (602) 622-7651 (Inquiries) Stockton, California 95202 (305) 757-3446 (602) 622-7654 (Complaints) (209) 948-4880 3080 Tamiami Trail North 17662 Irvine Boulevard, Suite 15 Naples, Florida 33940 Arkansas Tustin, California 92680 (813) 261-0606 1216 South University (714) 544-6942 (Inquiries) Little Rock, Arkansas 72204 (714) 544-5842 (Complaints) 608 Gulf Drive West, Suite 3 (501) 664-7274 New Port Richey, Florida 33552 Colorado (813) 842-5459 California 524 South Cascade, Suite 2 132 East Colonial Drive 705 18th Street Colorado Springs, Colorado 80903 Oriando, Florida 32801 Bakersfield, California 93301 (303) 636-1155 (305) 843-8873 (805) 322-2074 1780 South Bellaire, Suite 700 P.O. Box 1511 Denver, Colorado 80222 Pensacola, Florida 32597-1511 (303) 758-2100 (904) 433-6111 32 39 BETTER BUSINESS BUREAUS

3015 Exchange Court Iowa Maryland West Palm Beach, Florida 33409 Alpine Center 401 North Howard Street (305) 686-2200 2435 Kimberly Road Baltimore, Maryland, 21201 Suite 110 North (301) 468-3405 Georgia Bettendorf, Iowa 52722 6917 Arlington Road 100 Edgewood Avenue, Suite 1012 (319) 355-6344 Atlanta, Georgia 30303 Bethesda, Maryland 20814 3 Irvine Building (301) 468-3405 (404) 688-4910 417 First Avenue, S.E. Suite 3 624 Ellis Street, Suite 106 Cedar Rapids, Iowa 52401 (319) ;;66-5401 Massachusetts P.O. Box 2085 8 Winter Street Augusta, Georgia 30903 615 Insurance Exchange Building Boston, Massachusetts 02108 (404) 722-1574 Des Moines, Iowa 50309 (617) 482-9151 (Inquiries) 13th Street (515) 243-8137 (617) 482-9190 (Complaints) Columbus, Georgia 31901 318 Badgerow Building 106 State Road, Suite 4 (404) 324-0712,0713 Sioux City, Iowa 51101 Dartmouth, Massachusetts 02747 6822 Abercom Extension (712) 252-4501 (617) 999-6060 P.O. Box 13956 The Federal Building Savannah, Georgia 31406 Illinois Suite 1 (912) 354-7521 3 West-Old Capitol Plaza, Room14 78 North Street Springfield, Illinois 62701 Hyannis, Massachusetts 02601 Hawaii (319) 366-5401 (617) 771-3022 677 Ala Moans Boulevard Suite 614 Kansas 316 Essex Street Honolulu, Hawaii 96813 LAwrence, Massachusetts 01840 501 Jefferson, Suite 24 (617) 687-7666 (808) 531-8131,8132,8133 Topeka, Kansas 66607 (913) 232-0454,0455 One Kendall Street, Suite 307 Idaho Framingham, Massachusetts 01701 300 Kaufman Building (617) 872-5585 409 West Jefferson Wichita, Kansas 67202 Boise, Idaho 83702 (316) 263-3146 293 Bridge Street, Suite 324 (208) 342-4649 Springfield, Massachusetts 01103. Kentucky (413) 734-3114 Illinois 629 North Broadway P.O. Box 379 35 East Wacker Drive Lexington, Kentucky 40508 32 Franklin Street (16108) Chicago, Illinois 60601 (606) 252-4492 Worcester, Massachusetts 01601 (312) 444-1188 (Inquiries) (617) 755-2548 (312) 346-3313 (Complaints) 844 South Fourth Street Louisville, Kentucky 40203 109 Southwest Jefferson Street (502) 583-6546 Michigan Suite 305 150 Michigan Avenue Peoria, Illinois 61602 Detroit, Michigan 48226 (309) 673-5194 Louisiana (313) 962-7566 (Inquiries) 1407 Murray Street, Suite 101 (313) 962-6785 (Complaints) Alexandria, Louisiana 71306 Indiana (318) 473-4494 1 Peoples Building 118 South Second Street Grand Rapids, Michigan 49503 P.O. Box 405 2055 Wooddale Boulevard (616) 744-8236 Elkhart, Indiana 46515 Baton Rouge, Louisiana 70806 (219) 293-5731 (504) 926-3010 Holland/Zeeland (616) 772-6063 113 S.E. Fourth Street 300 Bond Street, Box 9129 Muskegon (616) 722-0707 Evansville, Indiana 47708 Houma, Louisiana 70360 (812) 422-6879 (504) 868-3456 Minnesota 1745 University Avenue 1203 Webster Street 804 Jefferson Street St. Paul, Minnesota 55104 Fort Wayne, Indiana 46802 P.O. Box 3651 (219) 423-4433 Lafayette, Louisiana 70501 (612) 646-4631 (318) 234-8341 4231 Cleveland Street Gary, Indena 46408 1413 Ryan Street, Suite C Mississippi 502 Edgewater Gulf Drive (219) 980-1511 P.O. Box 1681 Lake Charles, Louisiana 70602 Building CSuite 10 22 East Washington Street, Suite 310 (318) 433-1633 Biloxi, Mississippi 39531 Indianapolis, Indiana 46204 (601) 388-9244 (317) 637-0197 141 De Siard Street ONB Building 105 Fifth Avenue 204 Iroquois Building Suite 114 Columbus, Mississippi 39701 Marion, Indiana 46952 Monroe, Louisiana 71201 (601) 327-8594 (317) 668-8954 (318) 837-4600,4601 510 George Street, Suite 107 Ball State University BBB 301 Camp Street, Suite 403 P.O. Box 2090 Whitinger Building, Room 192 New Orleans, Louisiana 70130 Jackson, Mississippi 39225 Muncie, Indiana 47306 (504) 581-6222 (601) 948-4732 (317) 285-5668 1407 North Market Street 601 22nd Avenue, Suite 313 Shreveport, Louisiana 71107 Meridian, Mississippi 39301 (318) 221-8352 (601) 482-8752

33 4 0 BETTER BUSINESS BUREAUS

Missouri he, 306 East 12th Street, Suite 1024 7- 527 South High Street Kansas City, Missouri 64106 lrk 14203 Columbus, Ohio 43215 (816) 421-7800 (7 (614) 221-6336 Mansion House Center 266 Main,-et 40 West Fourth Street 440 North Fourth Street Farmingdale, New York 11735 (Long Suite 280 St. Louis, Missouri 63102 Island) Dayton, Ohio 45402 (314) 241-3100 (516) 420-0500 (513) 222-5825 205 Park Central East 257 Park Avenue, South P.O. Box 1706 Suite 312 New York, New York 10010 130 West Second Street (44902) Springfield, Missouri 65806 (212) 533-6200 (inquiries and complaints) Mansfield, Ohio 44901 (417) 862-9231 (212) 533-7500 (other) (419) 522-1700 257 Park Avenue, South 405 North Huron Street Nebraska New York, New York 10010 (Harlem) Toledo, Ohio 43604 719 North 48th Street (212) 533-6200 (419) 241-6276 Uncoln, Nebraska 68504 Mahoning Valley (402) 467-5261 1122 Sibley Tower Rochester, New York 14604 P.O. Box 1495 1613 Famam Street, Room 417 (716) 546-6776 Youngstown, Ohio 44501 Omaha, Nebraska 68102 (216) 744-3111 (402) 346-3033 200 University Building Syracuse, New York 13202 (315) 479-6635 Oklahoma Nevada 606 North Dewey 1829 East Charleston Boulevard 209 Elizabeth Street Oklahoma City, Oklahoma 73102 Suite 103 Utica, New York 13501 (405) 239-6081,82,83 (315) 724-3129 Las Vegas, Nevada 89104 4833 South Sheridan (702) 382-7141,42 158 Westchester Avenue Suite 412 P.O. Box 2932 White Plains, New York 10601 Tulsa, Oklahoma 74145 372-A Casazza Drive (89502) (914) 428-1230,1231 (918) 664-1266 Reno, Nevada 89505 120 East Main Wappinger Falls Oregon New Hampshire White Plains, New York 12590 520 SW Sixth Avenue One Pillsbury Street (914) 297-6550 Suite 600 Concord, New Hampshire 03301 Portland, Oregon 97204 (603) 224-1991 North Carolina (503) 226-3981 291/2 Page Avenue New Jersey Ashville, North Carolina 28801 Pennsylvania 836 Haddon Avenue (704) 253-2392 528 North New Street Dodson Building P.O. Box 303 20 North Tryon Street Collingswood, New Jersey 081 9 Bethlehem, Pennsylvania 18018 Charlotte, North Carolina 28202 (215) 866-8780 (609) 854-8467 (704) 332-7151 53 North Duke Street 690 Whitehead Road 3608 West Friendly Avenue Lancaster, Pennsylvania 17602 Lawrenceville, New Jersey 08648 Greensboro, North Carolina 27410 (717) 291-1151 (609) 396-1199 (Mercer County) (919) 852-4240,4241,4242 (201) 536-6306 (Monmouth County) (717) 846-2700 (exchange line for York (201) 329-6854,55 (Middlesex, Somerset Northwestern Bank Building County residents) 11 South College Avenue and Hunterdon Counties) 511 North Broad Street Suite 203 34 Park Place Philadelphia, Pennsylvania 19123 Newton, North Carolina 28658 (215) 574-3600 Newark, New Jersey 07102 (704) 464-0372 (201) 643-3025 610 Smithfield Street P.O. Box 95066 2 Forest Avenue Pittsburgh, PenrsOvania 15222 3120 Poplarwood Drive (412) 456-2700 Paramus, New Jersey 07652 Suite G-1 (27604) (201) 845-4044 Raleigh, North Carolina 27625 601 Connell Building, 1721 Route 37 East (919) 872-9240 North Washington Avenue Toms River, New Jersey 06753 Scranton, Pennsylvania 18503 2110 Cloverdale Avenue, Suite 2-B (717) 342-9129 (201) 270-5577 Winston-Salem, North Carolina 27103 (919) 725-8348 New Mexico Puerto Rico 4520 Montgomery, N.E., Suite B-1 G.P.O. Box 70212 Ohio San Juan, Puerto Rico 00936 Albuquerque, New Mexico 87109 P.O. Box F 596 (505) 884-0500 (General Correspondence) Akron, Ohio 44308 (809) 756-5400 308 North Locke (216) 253-4590 155 Jose Padin Street, Huyke Urb. Farmington, New Mexico 87401 1434 Cleveland Avenue, North Hato Rey, Puerto Rico 0C3. i 8 (505) 326-6501 Canton, Ohio 44713 (Packages, UPS) (216) 454-9401 Santa Fe Division 227 East Palace Avenue 898 Walnut Street Rhode Island Suite C Cincinnati, Ohio 45202 270 Weybosset Street Santa Fe, New Mexico 87501 (513) 421-3015 Providence, Rhode Island 02903 (505) 988-3648 1720 Keith Building (401) 272-9800 Cleveland, Ohio 44115 34 (216) 241-7678 BETTER M,:SINESS BUREAUS

South Carolina Air Terminal Building Canadian Bureaus 1338 Main Street Room 216 Suite 500 P.O. Box 6006 Columbia, South Carolina 29201 Midland, Texas 79711 National Headquarters (803) 254-2525 (915) 563-1880 (inquiries) 608 East Washington Street (915) '.53-1881 (complaints) 1231 Yonge Street Suite 208 Greenville, South Carolina 29601 115 South Randolph (803) 242-5052 Toronto, Ontario M4W 2T8 San Angelo, Texas 76903 (416) 925-3141 (915) 653-2318 Tennessee 1800 Northeast Loop 410 Park Plaza Building Suite 400 Local Bureaus 1010 Market Street, Suite 200 San Antonio, Texas 78217 Chattanooga, Tennessee 37402 (512) 828-9441 Alberta (615) 266-6144 630 8th Avenue, SW P.O. Box 7203 Suite 404 124 West Summit Hill Dee-) 608 New Road (76710) P.O. Box 3608 Calgary, Alberta T2P 1G6 Waco, Texas 76714-7203 (403) 269-3905 Knoxville, Tennessee 37902 (817) 772-7530 (615) 522-1300 10240 124th Street, Suite 600 1106 Brook Avenue 1835 Union, Suite 312 Edmonton, Alberta T5N 3W6 Wichita Falls, Texas 76301-5009 (403) 482-2341 P.O. Box 41406 (817) 723-5526 Memphis, Tennessee 38104 600 Guardian Building (901) 272-9641 Utuh 10240 124th Street Grande Prairie, Alberta 506 Nashville City Bank Building 1588 South Main Street (403) 532-7778 Nashville, Tennessee 37201 Salt Lake City, Utah 84115 (615) 254-5872 (801) 487-4656 Red Deer, Alberta (403) 343-3280 Texas Virginia Bank of Commerce Building 105 East Annandale Road British Columbia Suite 320 Suite 210 788 Beatty Street Abilene, Texas 79605 Falls Church, Virginia 22046 Suite 404 (915) 691-1533 (703) 533-1900 Vancouver, BC V6B 2MI (604) 682-2711 1008 West 10th Street 2019 Llewellyn Avenue Amarillo, Texas 79101 P.O. Box 11133 635 Humboldt Street (806) 374-3735 Norfolk, Virginia 23517 Room M-37 1005 American Plaza (804) 627-5651 Victoria, BC V8W 1A7 Austin, Texas 78701 (804) 851-9101 (peninsula area) (604) 386-6348 (512) 476- 6943 701 East Franklin, Suite 100 P.O. Box 2988 Richmond, Virginia 23219 Manitoba 476 Oakland Avenue (77701) (804) 648-0016 365 Hargrave Street Room 204 Beaumont, Texas 77704 151 West Campbell Avenue, S.W. (713) 835-5348 Winnipeg, Manitoba R3B 2K3 Roanoke, Virginia 24011 (204) 943-1486 202 Varisco Building (703) 342-3455 Bryan, Texas 77803 (713) 823-8148 New Brunswick Washington 348 King Street, 3rd Floor 2200 Sixth Avenue 109 North Chaparral, Suite 101 Fredericton, New Brunswick E3B 1E3 Corpus Chest!, Texas 78401 Seattle, Washington 98121 (506) 857-3255 (512) 888-5555 (206) 622-8067, 8068 Box 1002 2001 Bryan Street, Suitn0c.? South 176 Stevens Street, Suite A 236 St. George Street Dallas, Texas 75201 Spokane, Washington 99204 Suite 110 (214) 220-2000 (509) 747-1155 Moncton, NB E1C-8P2 6024 Gateway East 1101 ,:awcett Avenue #222 (506) 854-3330 El Paso, Texas 79905 Tacoma, Washington 98401 400 Main Street, Chesley Place (206) 383-5561 (915) 778-7000 Saint John, New Brunswick E2K 4N5 709 Sinclair Building 424 Washington Mutual Building (506) 693-3396 106 West 5th Street Yakima, Washington 98907 Fort Worth, Texas 76102 (509) 248-1326 Newfoundland (817) 332-7585 P.O. Box 516 360 Topsail Road (Al E 2B6) 2707 North Loop West. Suite 900 Wisconsin Houston, Texas 77008 740 North Plankinton Avenue St. John's, Nev.loundland A1C 5K4 (709) 364-2222 (713) 868-9500 Milwaukee, Wisconsin 53201 (414) 273-1600 910 East Marshall Street Nova Scotia Longview, Texas 75601 P.O. Box 2124 (214) 236-3339 1731 Barrington Street (B3J 2A4) 1015 15th Street Halifax, Nova Scotia B3J 3B7 P.O. Box 1178 (902) 422-6581 (inquiries) Lubbock, Texas 79401 (902) 422-6582 (complaints) (806) 763-0459

42 35 BETTER BUSINESS BUREAUS

Ontario 170 Jackson Street, East Hamilton, Ontario 18N 114 (416) 526-1111 P.O. Box 2153 365 Richmond Street, Suite 404 (N6A 3C2) London, Ontario N6A 4E3 (519) 673-3222 58 Scott Street Kitchener, Ontario N2H 2R1 (519) 579-3080 71 Bank Street Suite 503 Ottawa, Ontario KIP 5N2 (613) 237-4856 215 Mavety Street Toronto, Ontario M6P 4C6 (416) 766-5744 500 Riverside Drive West Windsor, Ontario N9A 5K6 (519) 258-7222

Quebec Mail Order 2055 Peel Street Suite 460 1. Watch out for exaggerated product claims or unrealistically low prices. Montreal, PC) H3A 1V4 2. Check with your state or local consumer protection agency (514) 286-9281 or Better Busi- ness Bureau before ordering if you are in doubt about the company. 475 Rue Richelieu 3. Find out about the firm's retum policy. If it is not stated, ask beforeyou or- Quebec City, PO G1R 1K2 der. Many companies have toll-free phone numbers. (418) 523-2555 4. Complete the order as directed. If you leave out needed information suchas your full address, your order may be delayed. Saskatenewan 5. Keep a complete record of your order, including the company'sname, ad- 2049 Lorne Street dress and telephone number, the items you purchased, the price, the date you mailed the order, and your method of payment. Regina, Saskatchewan, S4P 2M4 (306) 352-7601 6. Understand that, under Federal law, you have more legal protection ifyou order by mail than if you order by telephone. 7.If you order by mail, your purchase must be shipped or a notice of delayed shipment with an option to cancel must be sent within 30 days after thecom- Israeli Bureaus pany receives your completed order. Israel Seven Hamuchlar Street P.O. Box 578 Beer-Sheva, Israel Telephone 34222 Allenby Street No. 53A 65243 Tel-Aviv, Israel Tel Aviv, Israel Telephone (03) 28-25-28

4.3 36 Industry Third-Party Dispute Resolution Programs

Third-party dispute resolution programs have been established by the industries listed below to help resolve problems between consumers and industry members that they have been unable to resolve themselves. So remember, before you contact the industry-sponsored third-party resolution program, you should give the business with which you have the problem an opportunity to resolve the complaint. Most businesses are anxious to assure customer satisfaction. If this fails, third- party programs can be helpful.

Betty Berry Chrysler Customer Satisfaction Household Goods Dispute Settlement Public Relations Director Arbitration Board Program American Arbitration Association P.O. Box 1718 400 Army-Navy Drive 140 West 51st Street Detroit, Michigan 48288 Arlington, Virginia 22202 New York, New York 10020 (313) 956-5970 (703) 838-1930 (212) 484-4000 Direct Selling Association Major Appliance Consumer Action American Automobile Association 1730 M Street, N.W. Panel (MACAP) 8111 Gatehouse Road Suite 610 20 North Wacker Drive Falls Church, Virginia 22047 Washington, D.C. 20036 Chicago, Illinois 60606 (703) 222-6000 (202) 293-5760 (312) 984-5858 800-621-0477 (toll free) National Administrator Ford Consumer Appeals Board Automotive Consumer Action P.O. Box 1805 National Advertising Division (NAD) Program (AUTOCAP) Dearborn, Michigan 48126 Council of Better Bureaus 8400 Westpark Drive (313) 337-6950 845 Third Avenue McLean, Virginia 22102 New York, New York 10022 (703) 821-7000 Funeral Service Consumer Action (212) 754-1320 Program (ThanaCAP) BBB Auto Line 135 West Wells Street Consumer Arbitration Center Council of Better Business Bureaus Milwaukee, Wisconsin 53203 National Association of Securities 1515 Wilson Boulevard (414) 541-2500 Dealers, Inc. Arlington, Virginia 22209 Two World Trade Center South Tower (703) 276-0100 Nancy High 98th Floor Executive Director New York City, New York 10048 BBB National Consumer Arbitration Furniture Industry Consumer (212) 839-6200 Program Advisory Panel (FICAP) Local Better Business Bureaus P.O. Box 951 Deb Kramer Council of Better Business Bureaus High Point, North Carolina 27261 Manager, Compliance 1515 Wilson Boulevard (written inquiries only) National Futures Association Arlington, Virginia 22209 200 West Madison Street (703) 276-0100 General Motors Corporation Chicago, Illinois 60606 (Chevrolet, Oldsmobile, Buick, Pontiac (312) 781-1410 Robert M. Fells Cadillac, GMC Truck) Assistant Secretary See Auto line Nissan Motor Corporation in U.S.A. Cemetery Consumer Service Council (Datsun, Nissan) P.O. Box 3574 Home Owners Warranty Program See Auto line Washington, D.C. 20007 (HOW) (703) 379-6426 2000 L Street, N.W. Volkswagen Washington, D.C. 20036 (Volkswagen, Porsche, Audi) (202) 463-4600 See Auto line

4 4 37 Trade Associations

Many industry and professional trade associations mediate disputesbetween consumers and their member companies. They should be contacted only afteryou have unsuccessfully tried to settle your complaint with the individualbusiness and its corporate headquarters.

Consumer Affairs Department American Movers Conference Administrator International Airline Passengers 2200 Mill Road Code of Ethics Association Alexandria, Virginia 22314 Direct Selling Association P.O. Box 660074 (written inquiries only) 1730 M Street, N.W. Dallas, Texas 75266-0074 Washington, D.C. 20036 (214) 438-8100 Albert Engelken (202) 293-5760 Director of Communications Ann Lawrence American Public Transit Duncan Cameron Director, Educational Services Association Director, Communications American Apparel Manufacturers 1225 Connecticut Avenue, N.W. Distilled Spirits Council of the Association Suite 200 United States 1611 North Kent Street Washington, D.C. 20036 1250 I Street, N.W. Suite 800 (202) 828-2847 Suite 900 Arlington, Virginia 22209 Washington, D.C. 20005 (703) 524-1864 Ray Greenly (202) 628-3544 Director, Consumer Affairs David Peterson American Society of Travel Sally Browne Director of Public Relations Agents, Inc. Director, Consumer Affairs American Collectors Association 4400 MacArthur Boulevard N.W. Eiectronic Industries Association 4040 West 70th Street Washington, D.C. 20007 Consumer Electronics Group P.O. Box 35106 (202) 965-7520 2001 Eye Street, N.W. Minneapolis, Minnesota 55435 Washington, D.C. 20006 (612) 926-6547 James A. Morrissey (202) 457-4977 Director, Communications Division American Council of Life American Textile Manufacturers' Health Insurance Association of Insurance Institute America 1850 K Street, N.W. 1101 Connecticut Avenue, N.W. 1850 K Street, N.W. 6th Floor Washington, D.C. 20036 6th Floor Washington, D.C. 20006 (202) 862-0500 Washington, D.C. 20006 (202) 862-4073 (202) 862-4073 800-423-8000 (toll free) Better Hearing Institute 800-423-8000 (toll free) P.O. Box 1840 American Health Care Washington, D.C. 20013 Carole M. Rogin Association (703) 642-0580 Director, Market Development 1200 15th Street, N.W. 800-424-8576 (toll free) Hearing Industries Association Washington, D.C. 20005 1255 Twenty-Third Street, N.W. (202) 833-2050 Consumer Affairs Washington, D.C. 20037 Blue Cross and Blue Shield (202) 833-1411 Office of Public Relations Associations, Inc. American Hospital Association 1709 New York Avenue, N.W. Director, Consumer Affairs 840 North Lakeshore Drive Suite 303 Insurance Information Institute Chicago, Illinois 60611 Washington, D C. 20006 110 William Street (312) 280-6351 (202) 783-6222 New York, New York 10038 (212) 669-9200 (inside New York call Complaint Department Richard N. Hopper collect) American Hotel and Motel Director of Govemmental Affairs 800-221-4954 (toll free outside New Association Carpet and Rug Institute York) 888 Seventh Avenue 1100 17th Street, N.W. New York, New York 10019 Washington, D.C. 20036 International Franchise (212) 265-4506 (written inquiries only) Association 1350 New York Avenue, N.W. Consumer Affairs Department Jeanne Ross Suite 900 American Meat Institute Director, Ethics and Consumer Affairs Washington, D.C. 20005 P.O. Box 3556 Direct Marketing Association Washington, D.C. 20007 6 East 43rd Street Department of Public Relations (202) 841-2400 New York City, New York 10017 Manufactured Housing Institute (212) 689-4977 1745 Jefferson Davis Highway, Suite 511 Arlington, Virginia 22202 38 (703) 979-6620 45 TRADE ASSOCIATIONS

National Advertising Division Paula Smith Publishers Clearing House (NAD) of the Council of Better Assistant to Executive Director 382 Channel Drive Business Bureaus National Home Study Council Port Washington, New York 11050 845 Third Avenue 1601 18th Street, N.W. (516) 883-5432 New York, New York 10022 Washington, D.C. 20009 800-645-9242 (toll free outside New (212) 754-1320 (202) 234-5100 York)

Director, Consumer Affairs/Public Liaison National Tire Dealers and Mildred Gallik National Association of Home Retreaders Association Director of Consumer Affairs Builders 1250 Eye Street, N.W. The Soap and Detergent Association 15th and M Streets, N.W. Suite 400 475 Park Avenue South Washington, D.C. 20005 Washington, D.C. 20005 New York, New York 10016 (202) 822-0409 (202) 789-2300 (212) 725-1262

Sid Smith Annette Arbel Luana Moore President Director of Consumer Affairs Executive Director National Association of Hosiery National Turkey Federation Solar Energy Institute of North Manufacturers 11319 Sunset Hills Roads America 447 South Sharon Amity Road Reston, Virginia 22090 1110 Sixth Street, N.W. Charlotte, North Carolina 28211 (703) 435-7206 Washington, D.C. 20001-3687 (704) 365-0913 (202) 289-4411 Alberta Henderson National Association of Director, Consumer Affairs Donna Datre Personnel Consultants Pharmaceutical Manufacturers Public Information Manager 1432 Duke Street Association Toy Manufacturers of America Alexandria, Virginia 22314 1100 15th Street, N.W. 200 Fifth Avenue (703) 684-0180 Suite 900 New York, New York 10010 Washington, D.C. 20005 (212) 675-1141 Consumer Arbitration Center (202) 835-3468 National Association of Robert Whitley Securities Dealers, Inc. Craig Halverson Executive Vice President Two World Trade Center South Tower Assistant Executive Director of Industry US. Tour Operators Association 98th Floor Services and Communication (USTOA) New York City, New York 10048 Photo Marketing Association 211 East 51st Street (212) 839-6251 3000 Picture Place Suite 4-B Jackson, Michigan 49201 New York, New York 10022 Accrediting Department (written complaints only) (212) 944-5727 National Association of Trade & Technical Schools Jacqueline L. Eng Jean Valentine 2251 Wisconsin Avenue, N.W. Assistant Director of Public Affairs Public Relations Washington, D.C. 20007 The Proprietary Association (202) 333-1021 Wine Institute 1700 Pennsylvania Avenue, N.W. 165 Post Street Washington, D.C. 20006 San Francisco, California 94108 Richard Robinson (202) 393-1700 (415) 986-0878 Director, Dealers Services National Decorating Products Association 1050 North Lindbergh Boulevard Credit Cards St. Louis, Missouri 63132 (314) 991-3470 1. Keep a record of your card numbers, expiration dates, and the phone number of each company in a secure Larry Grahm place. Attn: Consumer Affairs 2.Watch your card, whenever possible, after giving it to a National Food Processors clerk. Retrieve your card promptly after using it. Association 3.Take the carbons along with your credit card receipt. 1401 New York Avenue, N.W. Void or destroy incorrect receipts. Washington, D.C. 20005 4.Avoid signing a blank receipt. Draw a line througo (202) 639-5939 blank spaces above the total when you sign card receipts. 5. Open credit card bills promptly and compare them with Robert E. Gibson your receipts. National Foundation for 6. Report promptly and in writing any questionable Consumer Credit charges to the card issuer. 8701 Georgia Avenue 7. Never give a credit card number to a telephone solicitor Suite 601 unless you have initiated the call. Silver Spring, Maryland 20910 8. Never put your card number on a postcard or on the (301) 589-5600 outside of an envelope. 9. Sign new cards and destroy unwanted cards as soon Deb Kramer as they arrive. Manager, Compliance 10. Keep infrequently used cards in a secure place. National Futures Association 200 West Madison Street Chicago, Illinois 60606 (312) 781-1410 4 6 39 State, County and City Government Consumer Protection Offices

Listed below are consumer protection offices whichare part of state, county and city governments. Some are located in governors' offices, stateattorney generals' offices or mayors offices. Check in your state to see which officecan help resolve complaints, furnish information or helpful publications,or provide other services. As a general rule, the first place you should go for help with a consumer problem is the local office nearest your home. Since most offices require thatcomplaints be in writing, you might save time by writing, rather than calling, withyour initial complaint.

Alabama County Offices Kathie J. Klass State Office John Barnes Consumer Advisory Council Fincher Allen, Director Chief Investigator 1020 N Street, Room A603 Consumer Protection Division Cochise County Attorney's Office Sacramento, California 95814 Office of Attorney General P.O. Drawer CA (916) 322-0548 560 South McDonough Street Bisbee, Arizona 85603 Montgomery, Alabama 36104 (602) 432-5703 ext. 470 Bureau of Automotive Repair (205) 261-4200 California Department of 800-392-5658 (toll freeAlabama only) Howard Fell, Director Consumer Affairs Consumer Protection/Economic Crime Unit 3116 Bradshaw Road Pima County Attorney's Office Sacramento, California 95827 Alaska 111 West Congress, Ninth Floor (916) 366-5050 State Office Tucson, Arizona 85701 800-952-5210 (toll freeCalifornia only; Linda M. O'Bannon, Chief (602) 792-8668 auto repair only) Consumer Protection Section David Ellsworth Office of Attorney General Yuma County Attorney's Office Branch Offices 1031 West Fourth Avenue, Suite 300 P.O. Box 1048 California Department of Consumer Affairs Anchorage, Alaska 99501 Yuma, Arizona 85364 107 South Broadway, Room 8020 (907) 279-0428 (602) 782-4534 ext. 55 Los Angeles, California 90012 (213) 620-4360 Branch Offices City Offices Brenda Klutz Office of Attorney General Ronald M. Detrick First National Center Complaint Assistance Unit Supervising Attorney 1020 N. Street, Room 586 100 Cushman Street, Suite 400 Tucson City Attorney's Office Sacramsnto, California 95814 Fairbanks, Alaska 99707 P.O. Box 27210 (916) 445-0660 (907) 456-8588 2302 East Speedway, Room 202 Consumer Protection Section Tucson, Arizona 85726 (602) 791-4886 COL nty Offices Office of Attorney General Chairperson Pouch K Alameda County Consumer Affairs Juneau, Alaska 99811 Arkansas Commission (907) 465-3692 State Office 10910 East 14th Street Tom Hicks, Director Oakland, California 94603 Consumer Protection Division (415) 639-4812 Arizona Office of Attorney General State Office Justice Building Gary Yancey Patrick Murphy, Chief Counsel Little Rock, Arkansas 72201 Contra Costa County District Attorney Financial Fraud Division (501) 371-2341 Special Operations Division Office of Attorney General 800-482-8982 (toll freeArkansas only) P.O. Box 670 1275 West Washington Street 725 Court Street, 4th Floor Phoenix, Arizona 85007 Martinez, California 94553 (602) 255-5763 (fraud only) California (415) 372-4500 ext. 4620 800-352-8431 (toll freeArizona only) State Offices Public Inquiry Unit Gerald M. Davidow Consumer Fraud Division Branch Office Office of Attorney General 1515 K Street, Suite 511 Fresno County District Attorney's Office John F. Kelly 1100 Van Ness Avenue Financial Fraud Division Sacramento, California 95814 (916) 322-3360 Fresno, California 93721 Office of Attorney General (209) 488-3141 402 West Congress Street, Suite 315 800-952-5225 (toll free-California only) Tucson, Arizona 85701 Marie Shibuya-Snell, Director Edward R. Jagels, District Attorney (602) 628-5501 (fraud only) California Department of Consumer and Major Business Fraud Consumer Affairs Section 1020 N Street Kern County District Attorney's Office Sacramento, California 95814 1215 Truxton Avenue (916) 445-0660 (complaint assistance, Bakersfield, California 93301 40 10:00-3:00 daily) (805) 861-2421 (916) 445-1254 (consumer information) 47 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTIONOFFICES

Thomas Papageorge Robert H. Perez Claudia Leong Deputy District Attorney Attorney in Charge Consumer Affairs Director Coi sumer Protection Division Consumer Fraud/Economic Crime Unit Stanislaus County Office of Consumer Los Angeles County District Attorney's San Francisco County District Attorneys Affairs Office Office 1100 H Street, 2nd Floor 320 West Temple Street, Room 540 732 Brennan Street Modesto, California 95354 Los Angeles, California 90012 San Francisco, California 94103 (209) 571-6211 (213) 974-3970 (415) 552-6400 Edgar H. Hayden, Jr. Shirley Goldinger, Director Stephen Taylor Deputy District Attorney Los Angeles County Department of Deputy District Attorney in arge Consumer Fraud Unit Consumer Affairs Consumer Fraud and Regulatory Agencies Santislaus County District Attorneys Office 500 West Temple Street, Room B-96 Division P.O. Box 442 Los Angeles, California 90012 San Joaquin County District Attorney's Modesto, California 95353 (213) 974-1452 Office (209) 571-5550 Robert DeSanti, Director P.O. Box 50 222 East Weber Barry B. Klotfer Consumer Protection Unit Deputy District Attorney Madera County Weights and Measures Stockton, California 95201 (209) 944-3811 Consumer and Environmental Protection 902 North Gateway Drive Division Madera, California 93637 Barry T. Labarbera Ventura County District Attorney's Office (209) 675-7809 District Attorney 800 South Victoria Avenue Robert G. Eckhoff Consumer Unit Ventura, California 93009 District Attorney San Luis Obispo County District Attorney's (805) 654-3110 Consumer Division Office Room 450 David D'Arco Mendocino County District Attorneys Office Deputy District Attorney P.O. Dox 1000 County Government Center 1050 Monterey Street Yolo County District Attorney's Office Ukiah, California 95482 Consumer Fraud Division (707) 463-4211 San Luis Obispo, California 93408 (805) 549-5800 P.O. Box 1247 Candice Chin, Coordinator Woodland, California n5695 Monterey County Office of Consumer Paul Wend ler (916) 666-8180 Affairs Deputy District Attorney P.O. Box 1369 Consumer Fraud Unit City Offices Sanas, California 93902 San Mateo County District Attorney's Office Gary Rowse (408) 758-4626 Hall of Justice and Records Supervising Deputy City Attorney 401 Marshall Street John T. Swan Consumer Protection Section Redwood City, California 94063 Los Angeles City Attorney's Office Deputy District Attorney (415) 363-4656 Consumer Affairs Division 200 North Main Street Napa County District Attorney's Office Carolyn Wulfsberg 1600 City Hall East 1125 Third Street Deputy District Attorney Los Angeles, California 90012 Napa, California 94559 Consumer/Business Law Section (213) 485-4515 (707) 253-4427 Santa Barbara County District Attorney's Susan Huguenor Office Deputy City Attorney Patrick Geary 118 East Figueroa Deputy District Attorney Consumer Fraud Unit Santa Barbara, California 93101 San Diego City Attorney's Office Major Fraud/Consumer Protection Unit (805) 963-6158 Orange County District Attorney's Office Union Bank Building P.O. Box 808 Lawrence R. Sheehan, Director 525 B. Street, Suite 2100 700 Civic Center Drive West Santa Clara County Department of San Diego, California 92101 Santa Ana, California 92702 Consumer Affairs (619) 236-6007 (714) 834-3600 1553 Berger Drive Geanie Jimenez San Jose, California 95112 Consumer Affairs Specialist Ronald Melendez, Director (408) 299-4211 Orange County Office of Consumer Affairs Consumer Division 1300 South Grand Avenue Albert C. Bender Santa Monica City Attorney's Office Building B Deputy District Attorney 1685 Main Street, Room 310 Santa Ana, California 92711 Consumer Fraud Unit Santa Monica, California 90401 (714) 834-6100 Santa Clara County District Attorney's (213) 458-8336 Office Gary Tranbarger 70 West Hedding Street, West Wing Deputy District Attorney Colorado San Jose, California 95110 State Offices Economic Crime Division (408) 299-7435 Garth C. Lucero RivQrside County District Attorney's Office 4080 Lemon Street Gloria Lorenzo, Coordinator Antitrust and Consumer Protection Enforcement Section Riverside, California 92501 Division of Consumer Affairs Office of Attorney General (714) 787-6372 Santa Cruz County District Attorney's Office 1525 Sherman Street, Third Floor Jeffery B. Marschner 701 Ocean Street, Room 240 Denver, Colorado 80203 Supervising Deputy District Attorney Santa Cruz, California 95060 (303) 866-3611 Sacramento County District Attorney's (408) 425-2054 Flora M. Feldman Fraud Division P.O. Box 749 Mark Geiger Consumer Specialist Consumer Protection Unit Sacramento, California 95804 Deputy District Attorney Office of Attorney General (916) 440-6174 Consumer Affairs Unit So lano County District Attorney's Office 1525 Sherman Street, Room 215 Charles Hayes, Director 600 Union Avenue Denver, Colorado 80203 Consumer Fraud Division Fairfield, California 94533 (303) 866-3611 San Diego County District Attorney's Office (707) 429-6451 P.O. Box X-1011 San Diego, California 92112-4192 41 (619) 236-2474 48 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Helen Davis City Offices Arthur Hershbein, Director Consumer and Food Specialist Guy Tommasi, Director Metropolitan Dade County Consumer Department of Agriculture Middletown Office of Consumer Protection Protection Division 1525 Sherman Street, Fourth Floor City Hall 44 West Flagler Street, Suite 2303 Denver, Colorado 80203 Middletown, Connecticut 06457 Miami, Florida 33130 (303) 866-3561 (203) 344-3400 (305) 579-4222 County Offices Walter T. Dartland Victor Reichman, District Attorney Delaware Consumer Advocate Archuleta, La Plata and San Juan Counties State Offices Metropolitan Dade County District Attorney's Of:ice Donald E. Williams, Director 111 Northwest First Street, 17th Floor P.O. Box 3455 Division of Consumer Affairs Miami, Florida 33128 Durango, Colorado 81302 Department of Community Affairs (305) 375-4206 (303) 247-8850 820 North French Street, 4th Floor Frederic A. Kerstein, Chief Alex Hunter, District Attorney Wilmington, Delaware 19801 Dade County Economic Crime Unit Boulder County District Attorney's (302) 571-3250 Office of State Attorney Consumer Office Vincent Amber ly 1351 N.W. 12th Street P.O. Box 471 Deputy-in-Charge Miami, Florida 33125 Boulder, Colorado 80306 Economic Crime/Consumer Rights Division (305) 547-7041 (303) 441-3700 820 North French Street Frank Schaus Clair Villano Wilmington, Delaware 19801 State Attorney for Manatee, Sarasota and Executive Director (302) 571-3849 DeSoto Counties Denver County District Attorney's Office of State Attorney Consumer Fraud Office 2002 Ringling Boulevard 303 West Colfax, Suite 1308 District of Columbia Sarasota, Florida 33577 Carol B. Thompson, Director Denver, Colorado 80204 (813) 955-9310 (303) 575-3555 (inquiries) District of Columbia Thatcher Walt (303) 575-3557 (complaints) Department of Consumer and Regulatory Affairs Consumer Affairs Officer Royal Martin, Chief Deputy District 614 H Street, N.W. Duval County Division of Consumer Affairs Attomey Washington, D.C. 20001 Department of Human Resources Economic Crime Division (202) 727-7000 614 City Hall El Paso and Teller Counties District Jacksonville, Florida 32202 Attomey's Consumer Office (904) 633-3429 or 3940 326 South Tejon Florida Sam Uccello, Director Colorado Springs, Colorado 80903 State Offices (303) 520-6002 Jane Robinson, Director Hillsborough County Department of Division of Consumer Services Consumer Affairs Al Bloom, Investigator 508 Mayo Building 412 East Madison Street, Room 1001 Larimer County District Attorney's Office Tallahassee, Florida 32301 Tampa, Florida 33602 Rocky Mountain Bank Building (904) 488-2221 (813) 272-6750 P.C. Box 1489 800-342-2176 (toll freeFlorida only) W. R. Liphan, Chief Fort Collins, Colorado 80522 Investigative Unit (303) 221-7200 Nikki Ann Clark Assistant Attorney General Orange County Consumer Fraud Unit Gus Sandstrom Consumer Protection Division 250 North Orange Avenue District Attorney Office of Attorney General P.O. Box 1673 Pueblo County District Attorney's State Capitol Orlando, Florida 32802 Consumer Office Tallahassee, Florida 32301 (305) 420-3880 Courthouse (904) 488-9105 Alice C. Skaggs, Director Tenth and Main Streets Palm Beach County Department of Pueblo, Colorado 81003 Consumer Affairs (303) 544-0075 Branch Office Leonard Elias 301 North Olive Avenue Stanley C. Peak Consumer Counsel Suite 301 District Attorney Consumer Protection Division West Palm Beach, Florida 33401 Weld County District Attorneys Consumer Office of Attorney General (305) 837-2670 Office 401 N.W. Second Avenue, Suite 450 Citizens Intake P.O. Box 1167 Miami, Florida 33128 Office of State Attorney Greeley, Colorado 80632 (305) 377-5619 P.O. Drawer 2905 (303) 356-4000 ext. 4734 West Palm Beach, Florida 33402 County Offices (305) 837-3560 Connecticut Warren Burke State Offices Assistant State Attorney Alfred J. Cortis, Administrator Mary M. Hes lin, Commissioner Brevard County Consumer Fraud Division Pasco County Consumer Affairs Division Department of Consumer Protection Office of State Attorney 7530 Little Road State Office Building County Courthouse New Port Richey, Florida 33553 165 Capitol Avenue Titusville, Florida 32780 (813) 847-8110 Hartford, Connecticut 06106 (305) 269-8112 (203) 566-4999 William H. Richards, Director 800-842-2649 (toll freeConnecticut Stanley A. Kaufman, Director Pinellas County Office of Consumer Affairs only) Broward County Consumer Affairs Division P.O. Box 5145 115 South Andrews Avenue, Room 119 Largo, Florida 34294-5145 Robert M. Langer Fort Lauderdale, Florida 33301 (813) 586-5402 Assistant Attorney General (305) 351-6030 Larry Chester, Coordinator Antarust/Consumer Protection Office of Attorney General Seminole County Consumer Fraud Division 30 Trinity Street Office of State Attorney P.O. Box 2112 Hartford, Connecticut 06106 (203) 566-5374 Sanford, Honda 32772-2114 4 9 (305) 322-7534 42 STATE, COUNTY, AND CITY GOVERNMENT CONSUMERPROTECTION OFFICES

City Offices Regional Offices Jeff Margolin Morris Cohen, Chairman Patricia Morris Assistant Attorney General Lauderhill Consumer Affairs Committee Assistant Attorney General Rockford Regional Office 1176 N.W. 42nd Way Carbondale Regional Office Office of Attorney General Lauderhill, Florida 33313 Office of Attorney General 110 North Church (305) 583-1045 626A East Walnut Street Rockford, Illinois 61101 Nat Cohen, Chairman Carbondale, Illinois 62901 (815) 987-7580 (618) 457-3505 Tamarac Board of Consumer Affairs Paul E. Rink 5811 N.W. 88th Avenue Regina Haasis Assistant Attorney General Tamarac, Florida 33321 Assistant Attorney General Rock Island Regional Office (305) 722-5900 ext. 26 (10:00-12:00 Daily) Champagne Regional Office Office of Attorney General Office of Attorney General 310 20th Street Georgia 34 Main Street Rock Island, Illinois 61201 Champagne, Illinois 61820 (309) 793-0950 State Offices (217) 333-7691 Barry Reid, Administrator Susan Vantrease Governor's Office of Consumer Affairs L. Joseph Howard Assistant Attorney General 2 Martin Luther King, Jr. Drive Assistant Attorney General West Frankfort Regional Office Plaza LevelEast Tower Decatur Regional Office Office of Attorney General Atlanta, Georgia 30334 Office of Attorney General 222 East Main Street (404) 656-3790 140 South Water Street West Frankfort, Minds 62896 800-282-5808 (toll freeGeorgia only) Decatur, Illinois 62523 (618) 937-6453 (217) 428-5076 Roger Siegel Assistant Attorney General Aghether Falker Branch Offices Office of Attorney General Assistant Attorney General Richard D. Schwind 210 State Judicial Building East St. L ouis Regional Office Assistant Attorney General Atlanta, Georgia 30334 Office of Attorney General Addison Regional Office (404) 656-3345 8712 State Street Office of Attorney General East St. Louis, Illinois 62203 19 West 340 Lake Street Addison, Illinois 60101 Hawaii Dennis Orsey (312) 628-1912 State Office Assistant Attorney General Mary Runion, Office Manager Mark Nomura, Director Granite City Regional Office Office of Attorney General Office of Consumer Protection Office of Attorney General 1314 Niedringhaus Community Center Department of Commerce and Consumer 1616 North Arlington Heights Road Affairs Granite City, Illinois 62040 Arlington Heights, Illinois 60004 250 South King Street, Room 520 (618) 877-0404 P.O. Box 3767 Charles Smith (312) 259-7730 (Wednesdays only) Honolulu, Hawaii 96812 Assistant Attorney General James T. Finegan, Special Assistant to the (808) 548-2560 (administrative and Kankakee Regional Office Attorney General legalHawaii only) Office of Attorney General Consumer Protection Division (808) 548-2540 (complaints and 270 East Court 3treet Office of Attorney General investigationsHawaii only) Kankakee, Illinois 60901 McClean County Chamber of Commerce (815) 935-8500 Building 210 Southeast Street Branch Office Jerry Sisul Orrin Hatada, Investigator Bloomington, Illinois 61701 Assistant Attorney General (309) 829-6344 Office of Consumer Protection LaSalle Regional Office Department of Commerce and Consumer Office of Attorney General Barbara J. Nordin Affairs 143 Gooding Consumer Protection Division 75 Aupuni Street LaSalle, Illinois 61301 Office of Attorney General Hilo, Hawaii 96720 (815) 224-4861 520 Jackson Street (808) 961-7433 Charleston, Illinois 61920 Gary Duncan (217) 345-5651 Assistant Attorney General Illinois Mt. Vernon Regional Office Paul Pytel State Offices Office of Attorney General Assistant Attorney General Ellen Craig 718 East Main Chicago North, Regional Office Special Assistant to the Governor Mt. Vernon, Illinois 62864 Office of Citizen Advocacy Governor's Office of Citizen's Assistance (618) 242-8200 Office of Attorney General 2329 West Chicago Avenue 100 West Randolph Street Diane Zimmerman Chicago, Illinois 60601 Chicago, Illinois 60622 Assistant Attorney General (312) 793-2773 (312) 278-0403 Peoria Regional Office Howard L. Hood Office of Attorney General John Hunter Assistant Attorney General and Chief 323 Main Street Office Director Consumer Protection Division Peoria, Illinois 61602 Chicago South, Regional Office Office of Attorney General (309) 671-3191 Office of Citizen Advocacy Office of Attorney General 500 South Second Street Charles Scholz Springfield, Illinois 62706 7906 South Cottage Grove Assistant Attorney General (217) 782-9011 Chicago, Illinois 60619 Quincy Regional Office (312) 488-2600 Mary Mulhern, Chief Office of Attorney General Consumer Protection Division 523 Main Street Raymond J. Carroll Office of Attorney General Quincy, Illinois 62301 Assistant Attorney General 100 West Randolph, 12th Floor (217) 223-2221 Oak Lawn Regional Office Chicago, Illinois 60601 Office of Attorney General (312) 917-3580 4605 West 103rd Street Units 4 & 6 Oak Lawn, Hlinois 60453 50 43 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Sally Saltzberg Robert Pigrnan Kentucky Assistant Attorney General Vanderburgh County Prosecuting Attorney State Office Skokie Regional Office First Judicial Circuit Gary Siemens, Director Office of Attorney General Room 220, Courts Building Consumer Protection Division 4738 West Dempster Civic Center Complex Office of Attorney General Skokie, Illinois 60076 Evansville, Indiana 47708 209 Saint Clair Street (312) 673-2540 (812) 426-5150 Frankfort, Kentucky 40601 Ronald Brandt (502) 564-2200 Assistant Attorney General City Office 800-432-9257 (toll freeKentucky only) Waukegan Regional Office Robert McCrady, Director Office of Attorney General Gary Office of Consumer Affairs Count Office 32 North Utica Annex East Richard E. Akers, Administrator Waukegan, Illinois 60085 1100 Massachusetts Street Jefferson County Consumer Protection (312) 336-2207 Gary, Indiana 46407 Department (219) 886-0145 517 Court Place, Room 606 County Offices Louisville, Kentucky 40202 Carolyn Shoenberger, Supervisor Iowa (502) 581-6280 Consumer Fraud Division State Offices Cook County Office of State Attorney Richard Cleland 500 Daley Center, Room 303 Louisiana Assistant Attorney General Chicago, Illinois 60602 State Offices Consumer Protection Division (312) 443-4364 Michael J. Jefferson, Director Office of Attorney General State Office of Consumer Protection Dick Allen, State's Attorney 1300 East Walnut Street, 2nd Floor P.O. Box 94455 Madison County Office of State Attorney Des Moines, Iowa 50319 Baton Rouge, Louisiana 70804 103 Purcell Street, 3rd Floor (515) 281-5926 (504) 925-4401 Edwardsville, Illinois 62025 William P. Angrick, II 800-272-8478 (toll freeLouisiana only) (618) 692-6280 Iowa Citizens Aide/Ombudsman Jean Ray, Chief Floyd Atkinson, Director 515 East 12th Street Consumer Protection Section Consumer Protection Division Des Moines, Iowa, 50319 Office of Attorney General Rock Island County State's Attorneys (515) 281-3592 1885 Wooddale Boulevard Office 800-358-5510 (toll freelowa only) Suite 1208 County Court House Baton Rouge, Louisiana 70806 Rock Island, Illinois 61201 (504) 925-4181 (309) 786-4451 ext. 228 Kansas State Office Bruce Malone City Offices Wayne Hund ley Assistant Commissioner Office of Marketing Jesse Madison, Commissioner Deputy Attorney General and Chief Consumer Protection and Antitrust Division Department of Agriculture Chicago Department of Consumer Services P.O. Box 44184, Capitol Station 121 North LaSalle Street, Room 808 Office of Attorney General Kansas Judicial Center, 2nd Floor Baton Rouge, Louisiana 70804 Chicago, Illinois 60602 (504) 292-3600 (312) 744-4090 Topeka, Kansas 66612 (913) 296-3751 Robert E. Hinde, Administrator 800-432-2310 (toll freeKansas only) Branch Office Des Plaines Consumer Protection Patricia J. Hakes, Assistant Attorney Commission County Offices General 1420 Miner Street Steven Overrneier Consumer Protection Section Des Plaines, Illinois 60016 Assistant District Attorney and Head Office of Attorney General (312) 391-5363 Consumer Fraud Division 234 Loyola Avenue, 7th Floor Johnson County District Attorneys Office New Orleans, Louisiana 70112 Indiana Johnson County Courthouse, Box 728 (504) 568-5575 State Office Olathe, Kansas 66061 (913) 782-5000 ext. 318 County Office David A, Miller Sgt. Albert Olsen, Director Chief Counsel and Director David Moses, Director Consumer Protection and Commercial Consumer Protection Division Consumer Fraud and Economic Crime Fraud Division Office of Attorney General Division Jefferson Parish District Attorney's Office Sedgwick County District Attorney's Office 219 State House 200 Huey P. Long Avenue Sedgwick County Courthouse Indianapolis, Indiana 46204 Gretna, Louisiana 70053 (317) 232-6330 or 6331 Wichita, Kansas 67203 (504) 361-8139 8C3-382-5516 (toH freeIndiana only) (316) 268-7921 Gary L. Conwell County Offices Assistant District Attorney Maine Kathleen S. Nau, Director Shawnee County District Attorneys Office State Offices Consumer Protection Dkision Shawnee County Courthouse, Room 212 Stephen Wessler, Chief Lake County Prosecutor's Office Topeka, Kansas 66603 Consumer and Antitrust Division 2293 North Main Street (913) 295-4330 Office of Attorney General Crown Point, Indiana 46307 State House Station No. Six (219) 738-9055 City Office Augusta, Maine 04333 Stephen Goldsmith Gary L. Conwell (207) 289-3716 (9:00-10:00 a.m.) Marion County Prosecuting Attorney Assistant City Attorney Robert Burgess 560 City-County Building Topeka Consumer Protection Division Superintendent Indianapolis, Indiana 46204 City Attorney's Office Bureau of Consumer Credit Protection (317) 236-3522 215 East Seventh Street Department of Business, Occupational, and Topeka, Kansas 66603-3979 Professional Regulation (913) 295-3883 State House Station No. 35 44 Augusta, Maine 04333 51 (207) 289-3731 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Maryland Branch Offices County Offices State Offices Richard Dalton George B. Mullison Rebecca L. Cody, Director Assistant Attomey General Prosecuting Attomey Office of Licensing and Consumer Services Consumer Protection Division Bay County Consumer Protection Unit Motor Vehicle Administration Department of Attorney General Bay County Building 6601 Ritchie Highway, N.E. 436 Dwight Street Bay City, Michigan 48708 Glen Burnie, Maryland 21062 Springfield, Massachusetts 01103 (517) 893-3594 (301) 768-7420 (413) 785-1951 Robert E. Weiss Steven J. Cole, Director Prosecuting Attorney County Offices Consumer and Investor Affairs and Chief, Genesee County Consumer Affairs Division Consumer Protection Division Richard Steward, Office Supervisor Office of Prosecuting Attorney Office of Attorney General Franklin County Consumer Protection 2065 South Center Road Agency Seven North Calvert Street Burton, Michigan 48529 Baltimore, Maryland 21202 District Attorney's Office (313) 257-3161 (301) 528-8662 (8:30-4:30) 55 Federal Street Greenfield, Massachusetts 01301 Edward L. Bohde, Chief Branch Offices (413) 774-5102 Consumer Fraud Unit Macomb County Office of Prosecuting Larry Munson, Director Gerald Matthews, Director Attorney Western Maryland Branch Office Hampden County Consumer Action Center Macomb Court Building, Sixth Floor Consumer Protection Division 17 Wilbrahan Road Office of Attorney General Mt. Clemens, Michigan 48043 P.O. Box 1449 (313) 469-5350 138 East Antietam Street, Suite 210 Springfield, Massachusetts 01101 Hagerstown, Maryland 21740 (413) 737-4376 Nora Pasman, Director (301) 791-4780 Washtenaw County Consumer Services Susan Grant, Director Emalu Myer Twilley, Consumer Specialist 4133 Washtenaw Road Consumer Protection Agency Ann Arbor, Michigan 43107-8645 Eastern Shore Branch Office Hampshire County District Attorney's Office (313) 971-6054 Consumer Protection Division Courthouse, 15 Gothic Street Office of Attorney General Northampton, Massachusetts 01060 State Office Complex (413) 584-1597 City Office Salisbury, Maryland 21801 Esther Shapiro, Director (301) 546-4407 Beverly Twine, Project Coordinator City of Detroit Consumer Affairs Worcester County Consumer Rights Department Project 1600 Cadillac Tower County Offices 332 Main Street, Suite 320 James Jones, Administrator Detroit, Michigan 48226 Worcester, Massachusetts 01608 (313) 224-3508 Howard County Office of Consumer Affairs (617) 752-3410 (Monday-Friday, Carroll Building 1:00-4:00 pm) 3450 Courthouse Drive Minnesota Ellicott City, Maryland 21043 State Office (301) 922-2176 City Offices Diane J. Modica, Commissioner Curl Loewe, Director Barbara B. Gregg, Executive Director Boston Mayor's Office of Consumer Affairs Office of Consumer Services Montgomery County Office of Consumer 1 City Hall Plaza, Room 703 Office of Attorney General Affairs Boston, Massachusetts 02201 124 Ford Building 100 Maryland Avenue, Third Floor (617) 725-3320 117 University Avenue Rockville, Maryland 20850 St. Paul, Minnesota 55155 (301) 251-7373 Kathy Ann Edgecombe, Director (612) 296-2331 Consumer Division Donna Crocker Lowell Community Team Work, Inc. Branch Office Executive Director 167 Dutton Street Thomas Mahaney Prince George's County Consumer Lowell, Massachusetts 01852 Regional Supervisor Protection Commission (617) 452-0908 Office of Consumer Services 1142 County Administration Building Office of Attorney General Upper Marlboro, Maryland 20772 (301) 952-4700 Michigan 320 West Second Street State Offices Duluth, Minnesota 55802 Frederick H. Hoffecker (218) 723-4891 Massachusetts Assistant Attomey General State Offices Consumer Protection Division County Office Paula W. Gold, Secretary Office of Attomey General Eleanor Tear le Executive Office of Consumer Affairs and 670 Law Building Legal Services Advisor Business Regulation Lansing, Michigan 48913 Hennepin County Attorney's Office Citizen One Ashburton Place, Room 1411 (517) 373-1140 Protection Unit Boston, Massachusetts 02108 C2000 County Government Center Kent Wilcox, Executive Director (617) 727-7780 (Information and Referral Minneapolis, Minnesota 55487 Michigan Consumers Council Only) (612) 348-4528 414 Hollister Building Dwight Golonn, Chief 106 West Allegan Street Consumer Protection Division City Office Lansing, Michigan 48933 John A. Bergquist, Director Department of Attorney General (517) 373-0947 One Ashburton Place, 19th Floor Consumer Affairs Division Marvin Goldstein, Director Boston, Massachusetts 02108 Minneapolis Department of Licenses and Bureau of Automotive Regulation (617) 727-8400 Consumer Services Michigan Department of State 101 A City Hall Lansing, Michigan 48918 Minneapolis, Minnesota 55415 (517) 373-7857 (612) 348-2080 800-292-4204 (toll freeMichigan only)

52 45 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Mississippi Nebraska Carla Bello State Offices State Office Deputy Attorney General A. Michael Espy Mark D. Starr 1100 Raymond Boulevard Assistant Attorney General and Chief Assistant Attorney General Room 335 Consumer Protection Division Consumer Protection Division Newark, New Jersey 07102 Office of Attorney General Department of Justice (201) 648-3510 P.O. Box 220 605 South 14th Street Jackson, Mississippi 39205 Lincoln, Nebraska 68509 Stanley Tafil (601) 359-3095 (402) 471-2682 New Jersey Office of Consumer Protection 1100 Raymond Boulevard James H. Spencer, Director County Office Room 405 Consumer Protection Division Newark, New Jersey 07102 Arthur S. Raznick, Director Department of Agriculture and Commerce (201) 648-4019 High and President Streets Consumer Fraud Division P.O. Box 1609 Douglas County Attorney's Office 909 Omaha-Douglas Civic Center County Offices Jackson, Mississippi 39215 William H. Ross III, Director (601) 359-3648 Omaha, Nebraska 68183 800-222-7622 (toll freeMississippi (402) 444-7625 Atlantic County Consumer Affairs 1333 Atlantic Avenue, 8th Floor only) Atlantic City, New Jersey 08,101 Nevada (609) 345-6700 Missouri State Office Francis X. Herbert, Director State Offices Shari B. Compton Bergen County Consumer Affairs Carl M. Koupal, Jr., Director Commissioner of Consumer Affairs 355 Main Street Department of Economic Development Department of Commerce Hackensack, New Jersey 07601 P.O. Box 1157 State Mail Room Complex (201) 646-2650 Jefferson City, Missouri 65102 Las Vegas, Nevada 89158 (314) 751-4996 (702) 386-5293 Renee L. Borstad, Director Burlington County Office of Consumer Richard Thurman, Chief Counsel Branch Office Affairs Trade Offense Division Ray Trease, Investigator 49 Rancocas Road Office of Attorney General Mount Holly, New Jersey 08060 P 0. Box 899 Consumer Affairs Division Department of Commerce (609) 261-5054 Jefferson City, Missouri 65102 201 Nye Building (314) 751-2616 Mark Diederich, Director Capitol Complex 800-372-8222 (toll freeMissouri only) Cape May County Consumer Affairs Carson City, Nevada 86710 DN-310 Central Mail Room (702) 885-4340 Branch Offices Cape May Court House 800-992-0900, ext. 4340 (toll Cape May, New Jersey 08210 Robert Adams freeNevada only) Trade Offense Division (609) 465-7111 ext. 206 Office of Attorney General County Office George S. Franks, Director Penn Tower John Long Cumberland County Consumer Affairs 31 Broadway, Suite 609 Investigator 788 East Commerce Street Kansas City, Missouri 64111 Bridgeton, New Jersey 08302 (816) 531-4207 Washoe County District Attorney's Office P.O. Box 11130 (609) 451-8000 Peter Lumaghi Reno, Nevada 89520 Robert Russo, Director Assistant Attorney General (702) 785-5652 Essex County Consumer Services Trade Offense Division 900 Bloomfield Avenue Office of Attorney General Verona, New Jersey 07044 111 North Seventh Street, Suite 903 New Hampshire (201) 226-1571 St. Louis, Missouri 63101 State Office (314) 444-6815 Jeffry R. Howard, Chief Edward McGoldrick, Director Consumer Protection and Antitrust Division Gloucester County Consumer Affairs Office of Attorney General The Cotton Building Montana State House Annex One South Broad Street, Box 337 State Office Concord, New Hampshire 03301 Woodbury, New Jersey 08096 Brinton Markle (603) 271-3641 (609) 853-3349 Consumer Affairs Unit Joseph Kea ly, Jr., Counsel Department of Commerce Hudson County Consumer Affairs 1424 Ninth Avenue New Jersey County Administration Building Helena, Montana 59620 State Office 595 Newark Avenue (406) 444-4312 James J. Barry, Director Jersey City, New Jersey 07306 Division of Consumer Affairs (201) 795-6462,6295,6296,6297 County Office Department of Law and Public Safety Robert L. Deschamps, Ill 1100 Raymond Boulevard, Room 504 Betty Layden, Director Missoula County Attorney Newark, New Jersey 07102 Hunterdon County Consumer Affairs P.O. Box 125 County Courthouse (201) 648-4010 Stanton, New Jersey 08885 Missoula, Montana 59802 Amy R. Piro (201) 236-2249 (406) 721-5700 Acting Public Advocate CN 850 William Rickett, Division Chief Justice Complex Mercer County Consumer Affairs Trenton, New Jersey 08625 640 South Broad Street (609) 292-7087 Trenton, New Jersey 08650 (609) 989-6671

46 53 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Lawrence Cimmino, Director Theresa Ward, Director Ruth Dangren, Director Middlesex County Consumer Affairs Clark Consumer Affairs Kearny Consumer Affairs 841 Georges Road Municipal Building 26 North Midland Avenue North Brunswick, New Jersey 08902 Westfield Avenue Keamy, New Jersey 07032 (201) 745-4242 Clark, New Jersey 07066 (201) 991-9282 (201) 388-3600 Sally Mollica, Director Eileen Wolf, Director Monmouth County Consumer Affairs William J. Adelhelm Livingston Consumer Affairs Hall of Records Annex, P.O. Box 1255 Clifton Consumer Affairs Township Hall Main Street City Hall, 900 Clifton Avenue 357 South Livingston Avenue Freehold, New Jersey 07728 Clifton, New Jersey 07013 Livingston, New Jersey 07039 (201) 431-7900 (201) 473-2600 ext. 297 (201) 992-2244 Janet Opiekun, Acting Director Adrienne Eisner, Director Frank Morisani Morris County Consumer Affairs East Brunsivick Consumer Affairs Lodi Consumer Affairs Court House Jean Walling Civic Center Borough Hall 32 Washington Street East Brunswick, New Jersey 08816 1 Memorial Drive Morristown, New Jersey 07960 (201) 390-6954 Lodi, New Jersey 07644 (201) 829-8123 Molly Allen (201) 365-4039 ext. 234 Kenneth Leake, Director East Orange Community Development Genevieve Ross, Director Ocean County Consumer Affairs Corporation Middlesex Borough Consumer Affairs C.N. 2191, County Administration Building, 490 Main Street Middlesex, New Jersey 08846 Room 203-2 East Orange, New Jersey 07017 (201) 356-8090 Toms River, New Jersey 08753 (201) 266-5315 (201) 929-2105 Paul Yates (609) 693-5011 Deborah Liss, Director Montclair Neighborhood Development Edison Consumer Affairs Corporation Salvatore Cannata, Director Municipal Building 228 Bloomfield Avenue Passaic County Consumer Affairs Edison, New Jersey 08817 Montclair, New Jersey 07042 County Administration Building (201) 287-0900, ext. 234 (201) 744-9094 309 Pennsylvania Avenue Paterson, New Jersey 07503 Carmine Liotta, Director Mildred Pastore (201) 881-4549 Elizabeth Consumer Affairs Mountainside Consumer Affairs (201) 881-4499 City Hall Municipal Building 60 West Scott Place Mountainside, New Jersey Ruth Hotz, Director Elizabeth, New Jersey 07201 (201) 232-6600 Somerset County Consumer Affairs (201) 820-4183 County Adminit;trailon Building, P.O. Hope Jackson, Manager Box 3000 Jacob Lowenthal, Director Newark Office of Consumer Services Somerville, New Jersey 08876 Fort Lee Consumer Protection Board City Hall (201) 231-7000 ext. 7400 Borough Hall 920 Broad Street, Room B-4 309 Main Street Newark, New Jersey 07102 Ellen Bloom, Director Fort Lee, New Jersey 07024 (201) 733-8000 Union County Consumer Affairs (201) 592-3579 P.O. Box 186 (201) 947-5235 Ina Friedman 300 North Avenue East New Milford Consumer Affairs Westfield, New Jersey 07091 Jean Moriarty, Director Borough Hall (201) 233-0502 Freehold Consumer Affairs 930 River Road Municipal Plaza New Milford, New Jersey 07640 Jayne Bodalsky, Director Schanck Road (201) 262-6100 Warren County Consumer Affairs Freehold, New Jersey 07728 Court House Annex (201) 431-7900 Mary Ca Henan, Director Belvidere, New Jersey 07823 Nutley Consumer Affairs (201) 475-5361 ext. 353 Mary Ann Severage, Director City Hall, 228 Chestnut Street Garwood Consumer Affairs Nutley, New Jersey 07110 City Offices Borough Hall, Center Street (201) 667-3300 ext. 227 Garwood, New Jersey 07027 Ed Leonard, Director 1) 789-0689 Jacob Perzley Belleville Consumer Affairs Old Bridge Township Municipal Building Dorothy Brunn. Director 1 Old Bridge Plaza Belleville, New Jersey 07109 Glen Rock Consumer Affairs Old Bridge, New Jersey 08857 (201) 450-3399 Borough Hall, Harding Plaza (201) 721-5600 ext. 202 Glen Rock, New Jersey 07452 Lorraine Sudia, Director (201) 447-2555 Betty Rogut. Director Brick Consumer Affairs Paramus Consumer Affairs Municipal Building Rocco J. Mazzo, Director Borough Hall, Jockish Square 401 Chambers Bridge Road Hackensack Consumer Affairs Paramus, New Jersey 07652 Brick, New Jersey 08723 Municipal Building (201) 265-8129 (201) 477-3000 ext. 260 65 Central Avenue Jeanne O'Brien, Director Hackensack, New Jersey 07602 Jeanette Semer (201) 342-3000 ext. 216 Parsippany Consumer Affairs Cedar Grove Consumer Affairs Municipal Building 123 Tierney Drive Audrey Borg, Director 1001 Parsippany Boulevard Cedar Grove, New Jersey 07009 Hoboken Consumer Affairs Parsippany, New Jersey 07054 (201) 239-8725 City Hall (201) 263-7152 Washington Street Steve Napoliello, Director Maria Jiminez, Director Hoboken, New Jersey 07030 Cinnaminson Consumer Affairs (201) 420-2038 Perth Amboy Consumer Affairs Municipal Building City Ha II, 44 Market Street 1621 Riverton Road John Cardwell Perth Amboy, New Jersey 08861 Cinnaminson, New Jersey 08077 Jersey City Consumer Affairs (201) 826-0290 oxt. 61 (609) 829-6000 415 Marin Boulevard, Room 19 Jersey City, New Jersey 07302 47 (201) 547-4563 54 STATE COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Priscilla Castles, Director Theresa Mimm, Director Ann HoroNitz City of Plainfield, Division of Ccmmunity Willingboro Consumer Affairs Asstant Attorney General Relations and Social Services Municipal Complex, Salem Road Bureau of Consumer Frauds and 510 Watchtung Avenue, City Hall Annex Willingboro, New Jersey 08046 Protee.)n Plainfield, New Jersey 07060 (609) 877-2200 ext. 221 Office of Attorney General (201) 753-3519 Evelyn MacKenzie State Office Building Carmela Piero Woodbridge Township Consumer Affairs Veterans Memorial Highway Rochelle Park Township Consumer Affairs Municipal Building Hauppauge, New York 11788 127 Chestnut Street One Main Street (516) 360-6196 Rochelle Park, New Jersey 07662 Woodbridge, New Jersey 07095 Peter Bienstock (201) 843-7866 (201) 634-4500 ext. 231 Assistant Attorney General (201) 843-7862 Bureau of Consumer Frauds and Michael B. Dukatman, Director Protection Secaucus Department of Consumer Affairs New Mexico Office of Attorney General Municipal Building State Office Two World Trade Center Stuart Bluestone, Director 1203 Paterson Plank Road New York, New York 10047 Secaucus, New Jersey 07094 Consumer and Economic Crime Division (212) 488-7450 (201) 330-2000 Office of Attorney General P.O. Drawer 1508 Alan J. Burczak Mrs. Henry McDonald Santa Fe, New Mexico 87504 Assistant Attorney General CALA Officer (505) 827-6910 Bureau of Consumer Frauds and Summit Consumer Affairs Protection City Hall County Office Office of Attorney General 512 Springfield Avenue Kathy DeLozier, Director 70 Clinton Street Summit, New Jersey 07901 Consumer Affairs Division Plattsburgh, New York 12901 (201) 273-6474 Bernalillo County District (518) 563-8012 Helene Vaccaro, Director Attorney's Office Kent L. Mardon Teaneck Consumer Affairs 415 Tijeras, N.W. Assistant Attorney General Municipal Building Albuquerque, New Mexico 87102 Bureau of Consumer Frauds and 818 Teaneck Road (505) 841-7200 Protection Teaneck, New Jersey 07666 Office of Attomey General (201) 837-1600 ext. 14 New York 235 Main Street Irma Africano, Director Poughkeepsie, New York 12601 State Offices (914) 485-3920 Union City Consumer Affairs Chairperson and Executive Director 507 26th Street New York State Consumer Protection Eugene Welch Union City, New Jersey 07087 Board Assistant Attorney General (201) 330-3816 99 Washington Avenue Bureau of Consumer Frauds and Protection Marian Cramer, Director Albany, New York 12210 Office of Attorney General Union Township Consumer Affairs (518) 474-8583 900 Reynolds Arcade Municipal Building Executive Director 16 East Main Street 1976 Morris Avenue New York State Consume,- Protection Union, New Jersey 07083 Rochester, New York 14614 Board (716) 454-3412 (201) 688-2800 ext. 16 Two World Trade Center Lawrence Zimmerman Mary Tuminello, Director Room 2508, 25th Floor Assistant Attorney General Wayne Township Consumer Affairs New York, New York 10047 Municipal Building (212) 488-5666 Bureau of Consumer Frauds and Protection 475 Valley Road Rachel Kretser Office of Attorney General Wayne, New Jersey 07470 Assistant Attorney General 333 East Washington Street (201) 694-1800 ext. 246 Bureau of Consumer Frauds and Syracuse, New York 13202-1471 Weehawken Consumer Affairs Protection (315) 428-4282 City Hall, 400 Park Avenue Office of Attorney General Anjela J. Carl Weehawken, New Jersey 07087 State Capitol (201) 867-1715 Albany, New York 12224 Assistant Attorney General (518) 474-5481 Bureau of Consumer Frauds and Joseph Lzyton, Director Protection West New York Consumer Affairs Branch Offices Office of Attorney General Municipal Building John R. Marshall, Jr. 207 Genesee Street 428 60th Street Assistant Attorney General Utica, New York 13501 West New York, New Jersey 07093 Bureau of Consumer Frauds and (315) 793-2225 (201) 861-7000 ext. 230 Protection Mildred Recchia, Director Office of Attorney General County Offices West Orange Consumer Affairs 59-61 Court Street Thomas M. Jablonowksi Municipal Building Binghamton, New York 13905 Consumer Affairs Specialist 66 Main Street (607) 773-7798 Broome County Bureau of Consumer West Orange, New Jersey 07052 Services Peter B. Sullivan P.O. Box 1766, Government2I Plaza (201) 325-4121 Assistant Attorney General Binghamton, New York 13902 [sable McCullough, Director Bureau of Consumer Frauds and (607) 772-2168 Wildwood Action Line Protection 4400 New Jersey Avenue Office of Attorney General Joseph J. Marusak Wildwood, New Jersey 08260 65 Court Street Assistant District Attorney (609) 729-4444 Buffalo, New York 14202 Consumer Fraud Bureau (716) 847-7184 Erie County District Attorney's Office 25 Delaware Avenue Buffalo, New York 14202 48 55 (716) 855-2424 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

James E. Pickon, Commissioner Frank Z.'. Caste Idi, Jr., Chief Sandra Davis, Director Nassau County Office of Consumer Affairs Frauds Bureau Staten Island Neighborhood Office 160 Old Country Road Westchester County District Attorney's New York City Department of Consumer Mineola, New York 11501 Office Affairs (516) 535-2600 111 Grove Street Staten Island Borough Hall, Room 422 Steven A. Irace, Chief County Courthouse Staten Island, New York 10301 Nassau County Commercial Frauds and White Plains, New York 10601 (718) 390-5154 (914) 285-3303 Environmental Investigations Bureau Joe Pagano, Director 310 Old Country Road CRy Offices Oswego Office of Consumer Affairs, Garden City, New York 11530 Weights and Measures (516) 535-2164 Edward M. Capalbo, Chairman City Hall Babylon Consumer Protection Board Oswego, New York 13126 Betty Holmes, Director 200 East Sunrise Highway (315) 342-5600 ext. 66 Oneida County Consumer Affairs Lindenhurst, New York 11757 County Office Building (516) 957-3021 Carol Cronin, Chairwoman 800 Park Avenue Ramapo Consumer Protection Board Town of Colonie Consumer Protection Utica, New York 13501 Ramapo Town Hall, 237 Route 59 Board (315) 798-5601 Suffern, New York 10901 Memorial Town Hall (914) 357-5100 ext. 267 Erik Dressler, Director Newtonville, New York 12128 Onondaga County Office of Consumer (518) 783-2790 Dante Massaroni, Director Affairs Schenectady Bureau of Consumer County Civic Center Catherine G. Reilly, Director Protection 421 Montgomery Street Huntington Consumer Protection Board 22 City Hall 100 Main Street Syracuse, New York 13202 Jay Street Huntington, New York 11743 (315) 425-3479 Schenectady, New York 12305 (516) 351-3007 James Vanzetta, Director (518) 382-5061 Gloria Davids, Ombudsman Orange County Department of Weights and Deborah DiLauro, Director Islip Town Citizens Action Bureau Measures and Consumer Affairs Syracuse Consumer Affairs Office Islip Town Hall 99 Main Street, Courthouse Annex 422 City Hall 401 Main Street Goshen, New York 10924 233 East Washington Street Islip, New York 11751 (914) 294-5151 ext. 162 Syracuse, New York 13202 (516) 224-5510 Joseph P. Brown, District Attorney (315) 473-3240 Stephen Pedone, Commissioner Orange County District Attorney's Office of Eugene Stevens, Director Consumer Affairs Mt. Vernon Office of Consumer Affairs City Hall White Plains Department of Weights and County Government Center Measures Goshen, New York 10924 Mt. Vernon, New York 10550 279 Hamilton Avenue (914) 294-5471 (914) 668-6000 ext. 231 White Plains, New York 10601 Lillian Styburski, Director Anjelo J. Aponte, Commissioner (914) 682-4278 Putnam County Department of Consumer New York City Department of Consumer Ralph A. Capozzi Affairs Affairs Yonkers Office ot Consumer Protection 80 Lafayette Street Two County Center and Weights and Measures Carmel, New York 10512 New York, New York 10013 201 Palisade Avenue (212) 577-0111 (914) 225-3641 ext. 275 Yonkers, New York 10703 James Farkas, Director (914) 964-3563,64,65 Branch Offices Rockland County Office of Consumer Felix Resto Protection Bronx Neighborhood Office County Office Building North Carolina New York City Department of Consumer 18 New Hempstead Road State Office Affairs New City, New York 10956 Jim Gulick 1932 Arthur Avenue (914) 638-5282 Special Deputy Attorney General and Chief Bronx, New York 10457 Consumer Protection Division Duane Wraight, Director (212) 579-6766 Office of Attomey General Stueben County Department of Weights Don Robinson Department of Justice Building and Meastres and Consumer Affairs Brooklyn Neighborhood Office P.O. Box 629 40 East Steuben Street New York City Department of Consumer Raleigh, North Carolina 27602-0629 Bath, New York 14810 Affairs (919) 733-7741 (607) 776-4949 209 Joralemon Street, Room Six Harold J. Withers, Commissioner Brooklyn, New York 11201 North Dakota Suffolk County Department of Consumer (718) 596-4780 State Offices Affairs Judith Ortiz, Director Nicholas J. Spaeth Suffolk County Center Harlem Neighborhood Office Attomey General for the State of North Hauppauge, Long Island, New York 11788 New York City Department of Consumer Dakota (516) 360-4618 Affairs State Capitol Building Jon Burstein, Director 227 East 116th Street Bismarck, North Dakota 58505 Ulster County Consumer Fraud Bureau New York, New York 10029 (701) 224-2210 285 Wall Street (212) 348-0600 Consumer Fraud Division Kingston, New York 12401 Lucy Coronel, Director Office of Attomey General 914) 339-5680 ext. 240,243,244 Queens Neighborhood Office State Capitol Building Kenneth W. Hale, Director New York City Department of Consumer Bismarck, North Dakota 58505 Westchester County Department of Affairs (701) 224-3404 Consumer Affairs 120-55 Queens Boulevard 800-472-2600 (toll freeNorth Dakota Room 104, Michaelian Office Building Room 301A only) White Plains, New York 10601 Kew Gardens, New York 11424 (914) 285-2155 (718) 261-2922 56 49 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTIONOFFICES

County Office Steven Kurtz Branch Offices Eliot Glassheim Cincinnati Office of Consumer Protection Michael Butler Executive Director Division of Human Services Deputy Attorney General Quad County Community Action Agency Room 105, City Hall Bureau of Consumer Protection 271/2 South Third Street Cincinnati, Ohio 45202 Office of Attorney General Grand Forks, North Dakota 58201 (513) 352-3971 27 North Seventh Street (701) 746-5431 Paula Slimak, Director Allentown, Pennsylvania 18101 Cleveland Office of Consumer Affairs (215) 821-6690 Oh lo 1230 East Sixth Street Gary H. Nash State Offices Cleveland, Ohio 44114 Deputy Attorney General William A. Sprat ley (216) 664-3200 Bureau of Consumer Protection Consumers' Counsel William R. Craig, Administrator Office of Attorney General 137 East State Street City of Columbus Community Human 919 State Street, Room 203 Columbus, Ohio 43215 Services Erie, Pennsylvania 16501 (614) 466-9605 50 West Gay Street, Room 601 (814) 871-4371 801/. '.'2-9448 (toll freeOhio only) Columbus, Ohio 43215 Diane Nichols Ric 311e.Id, Chief (614) 222-7144 Acting Deputy Attorney General Consumer Frauds and Crimes Section Anthony C. Julian, Director Bureau of Consumer Protection Office of Attorney General Youngstown Division of Consumer Affairs Office of Attorney General 30 East Broad Street, 15th Floor City Hall Strawberry Square, 14th Floor Columbus, Ohio 43215 26 South Phelps Street Harrisburg, Pennsylvania 17120 (614) 466-8831 or 4986 Youngstown, Ohio 44502 (717) 787-7109 800-282-0515 (toll freeOhio only) (216) 742-8700 John E. Kelly Deputy Attorney General County Offices Bureau of Consumer Protection Robert Smith Oklahoma Office of Attorney General Economic Crime Division State Offices 1009 State Office Building William E. White, Director Franklin County Office of Prosecuting 1400 West Spring Garden Street Attorney Department of Complaints, Investigation Philadelphia, Pennsylvania 19130 Hall of Justice and Mediation (215) 560-2414 369 South High Street Oklahoma Corporation Commission Columbus, Ohio 43215 Jim Thorpe, Building, Room 680 Cynthia A. Baldwin (614) 462-3248 Oklahoma City, Oklahoma 73105 Deputy Attorney General (405) 521-4113 Bureau of Consumer Protection Gene Walker Office of Attorney General County Investigator William S. Morgan, Administrator 564 Forbes Avenue, Manor Building, 4th Consumer Protection Division Department of Consumer Credit Floor Lake County Office of Prosecuting Attorney B82 Jim Thorpe Building Pittsburgh, Pennsylvania 15219 Lake County Court House Oklahoma City, Oklahoma 73105 (412) 565-5135 Painesville, Ohio 44077 (405) 521-3653 J. P. McGowan (216) 357-2683 Jane Wheeler Deputy Attorney General Robert A. Skinner Assistant Attorney General for Consumer Bureau of Consumer Protection Protection Assistant Prosecuting Attorney Office of Attorney General Office of Attorney General Montgomery County Fraud Section Room 358State Office Building County Courts Building 112 State Capitol Building 100 Lackawanna Avenue 41 North Perry Oklahoma City, Oklahoma 73105 Scranton, Pennsylvania 18503 Dayton, Ohio 45422 (405) 521-3921 (717) 963-4913 (513) 225-5757 John Plough, Prosecuting Attorney Oregon County Offices Consumer Protection Division State Office Sidney Elkin, Chairperson Portage County Prosecutor's Office Timothy Wood Beaver County Alliance for Consumer 466 South Chestnut Street Attorney in Charge Protection Ravenna, Ohio 44266 Financial Fraud Section 699 Fifth Street (216) 296-4593 Department of Justice Beaver, Pennsylvania 15009 Lynn C. Slaby Justice Building (412) 728-7267 Prosecuting Attorney Salem, Oregon 97310 Peggy Adams, Director Summit County Bureau of Investigations (503) 378-4732 Bucks County Bureau of Consumer 53 East Center Street (503) 378-4320 (Consumer Protection and Weights and Measures Akron, Ohio 44308 HotlineOregon only) Courhouse Annex (216) 379-2784 Broad and Union Streets Doylestown, Pennsylvania 18901 City Offices Pennsylvania (215) 348-7442 Victor Dandrea, Chief Assistant State Offices Robert Taylor, Director Akron Division of Consumer Protection Michael J. Pekula; Acting Director Chester County Bureau of Consumer 161 South High Street Bureau of Consumer Protection Protection and Weights and Measures Akron, Ohio 44308 Office of Attorney General F&M Building, Fifth Floor (216) 375-2730 Strawberry Square-14th Floor Hanisburg, Pennsylvania 17120 High and Market Streets Yolanda M. Bell (717) 787-9707 West Chester, Pennsylvani, 30 Director, Office of Consumer Affairs (215) 431-6150 218 Cleveland Avc ,se, S. W. David Barasch, Acting Consumer Advocate Office of Consumer AdvocateUtilities Margaret P. O'Donnell, Director 6th Floor, Room 605_ Office of Attorney General Cumberland County Bureau of Consumer Cant( 447(2 1425 Strawberry Square, 14th Floor Affairs Harrisburg, Pennsylvania 17120 Courthouse 50 (717) 783-5048 (utilities only) Carlisle, Pennsylvania 17013 (717) 249-5802 5 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Evelyn Yancoskie, Director William V. Bradley La Monte Freerks Delaware County Office of Consumer State Ombudsman Assistant Attorney General Affairs and Weights and Measures Office of Executive Policy and Program Consumer Protection Division Government Center Building 1205 Pendleton Street, Room 412 Office of Attorney General Second and Olive Streets Columbia, South Carolina 29201 4309 North Tenth, Suite B Media, Pennsylvania 19063 (803) 758-2249 McAllen, Texas 78501 (215) 891-4865 (512) 682-4547 Angela Haze ly, Director South Dakota Aaron Valenzuela Indiana County Bureau of Consumer State Office Assistant Attorney General Jeff Hallem Affairs Consumer Protection Division P.0 Box 187 Assistant Attorney General Office of Attorney General Indiana, Pennsylvania 15701 Division of Consumer Protection 200 Maih Plaza, Suite 400 (412) 465-2657 Office of Attorney General San Antonio, Texas 78205 Anderson Building Henry S. Kenderdine, Jr. (512) 225-4191 Pierre, South Dakota 57501 Lancaster County Consumer Protection (605) 773-4400 Commission County Offices P.0 Box 3480 800-592-1885 (toll freeSouth Dakota Charlie Mitchell only) 50 North Duke Street Dallas County Consumer Fraud Division Lancaster, Pennsylvania 17603 2720 Sternmons Expressway (717) 299-7921 Tennessee 400 Stemmons Towers South State Offices Dallas, Texas 75207 Mary M. Saylor, Director Melinda W. Fields, Director (214) 630-6300 Montgomery County Consumer Affairs Division of Consumer Affairs Department Department of Commerce and Insurance Russel Turbeville County Courthouse 206 State Office Building Assistant District Attorney Norristown, Pennsylvania 19404 Nashville, Tennessee 37204 Harris County Consumer Fraud Division (215) 278-3565 (615) 741-4737 Office of District Attorney 800-342-8385 (toll freeTennessee only) 201 Fannin, Suite 200 City Offices Douglas Berry Houston, Texas 77002 Jeremiah W. Cousins, Jr., Division Chief (713) 221-5836 Deputy Attorney General Action Center-Consumer Services 121 City Hall Antitrust and Consumer Protection Division Fred Schattman Philadelphia, Pennsylvania 19107 Office of Attorney General Assistant District Attorney (215) 686-7595 450 James Robertson Parkway Tarrant County Economic Crimes Nashville, Tennessee 37219 200 West Belknap Street Joseph D. Casey, Chief (615) 741-2672 Fort Worth, Texas 76196 Economic Crime Unit (817) 334-1111 (criminal consumer fraud) Philadelphia District Attorney's Office Texas 1300 Chestnut Street State Offices City Offices Philadelphia, Pennsylvania 19107 H. Clyde Farrell Thomas Z. James, Director (215) 875-6036 Assistant Attorney General and Chief Dallas Department of Consumer Services Consumer Protection Division 1500 Marina 1D South Rhode Island Office of Attorney General Dallas, Texas 75201 State Offices P.O. Box 12548, Capitol Station (214) 670-3168 Amelia Jestings Austin, Texas 78711 (512) 475-1801 David Watson Assistant Attorney General and Chief Forth Worth Office of Consumer Affairs Consumer Protection Unit and Weights and Measures Department of Attorney General Branch Offices Stephen Gardner 1800 University Drive 72 Pine Street Roon. _ 3 Providence, Rhode Island 02903 Assistant Attorney General Forth Worth, Texas 76107 (401) 274-3440 Consumer Protection Division Office of Attorney General (817) 870-7570 Edwin PI Palumbo Renaissance Place, Seventh Floor Executive Director 714 Jackson Street Rhode Island Consumers' Council Dallas, Texas 75202 Utah 365 Broadway (214) 742-8944 State Offices Dixie L. Mimson, Director Providence, Rhode Island 02909 Esther Chavez (401) 277-2764 Division of Consumer Protection Assistant Attorney General Department of Business Regulation Consumer Protection Division Heber M. Wells Building South Carolina Office of Attorney General 160 East 300 Soutri State Offices 4824 Alberta Street, Suite 160 P.O. Box 45802 Steve Hamm, Administrator El Paso, Texas 79905 Salt Lake City, Utah 84115 Department of Consumer Affairs (915) 533-3484 (801) 530-6619 P.O. Box 5757 Jerry Covington Jai:es L. Barker Columbia, South Carolina 29250 Assistant Attorney General (803) 758-2040 Assistant Attorney General for Consumer Consumer Protection Division Affairs 800-922-1594 (toll freeSouth Carolina Office of Attorney General Office of Attorney General only) 1001 Texas Avenue, Suite 700 130 State Capitol Houston, Texas 77002-3111 Ken Moore Salt Lake City, Utah 84114 Assistant Attorney General (713) 223-5886 (801) 533-5319 Consumer Fraud and Antitrust Section Maria Luisa Mercado Office of Attorney General Assistant Attorney General P.O. Box 11549 Consumer Protection Division Columbia, South Carolina 29211 Office of Attorney General (803) 758-3040 806 Broadway, Suite 312 Lubbock, Texas 79401 (806) 747-5238 51 58 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTIONOFFICES

Vermont Martin D. Greenwell, Chief Regina L. Tyner, Director State Offices Norfolk Division of Consumer Protection Seattle Department of Licenses and Edwin Hobson 804 City Hall Building Consumer Affairs Assistant Attorney General and Chief Norfolk, Virgins 23501 102 Municipal Building Consumer Protection Division (804) 441-2821 Seattle, Washington 98104 Office of Attorney General (206) 625-2536 (inquiries) 109 State Street Delores Daniels (206) 625-5500 (cornplaints) Montpelier, Vermont 05602 Assistant to the City Manager (802) 828-3186 Roanoke Consumer Protection Division 800-642-5144 (toll freeVermont only) 353 Municipal Building 215 Church Avenue, S.W. West Virginia Trafford Brink, Director Roanoke, Virginia 24011 State Offices Weights and Measures Division (703) 981-2583 David Grubb, Director Departm9nt of Agriculture Consumer Protection Division 116 State Street J. N. McCianan Office of Attorney General Montpelier, Vermont 05602 Consumer Protection Officer 1204 Kanawha Boulevard, East (802) 828-2436 Virginia Beach Division of Consumer Charleston, West Virgina 25301 Protection (304) 348-8986 City Hall Virginia Virginia Beach, Virginia 23456 Jarnes P. Rardin, Acting Director State Offices (804) 427-8983 Weights and Measures Capitol Cornplex Anthony Gambardella Departrnent of Labor Senior Assistant Attorney General 1900 Washington Street, East Division of Consumer Counsel Washington Charleston, West Virginia 25305 Office of Attorney General State Offices (304) 348-7890 Supreme Court Building Consumer Specialist (Agriculture) 101 North Eighth Street, Fifth Floor Office of Consumer Services City Office Richmond, Virginia 23219 Department of Agriculture Polly Diller, Director (804) 786-3433 406 General Administration Building, AX41 Charleston, Consumer Protection Olympia, Washington 98504 Jean Bass, Director Department (206) 754-2195 P.O. Box 2749 State Office of Consumer Affairs Department of Agriculture and Consumer John R. Ellis Charleston, West Virginia 25330 (304) 348-8173 Services Assistant Attorney General/Chief Room 110, Washington Building Consurner Protection/Antitrust Division 1100 Bank Street Office of Attorney General Wisconsin Richmond, Virginia 23219 1366 Dexter Horton Building State Offices (804) 786-2042 Seattle, Washington 98104-1749 Stephen Nicks (206) 464-7744 800-552-9963 (toll free for complaints Assistant Attorney General regarding state agenciesVirginia only) 800-551-4636 (toll freeWashington Office of Consurner Protection only) Department of Justice Branch Office Doug Shadel, Chief P.O. Box 7856 Mary Ann Shurtz, Coordinator Consurner Protection/Antitrust Division Madison, Wisconsin 53707-7856 Northern Virginia Branch Office of Attorney General (608) 266-1852 State Office of Consurner Affairs Ternple of Justice 800-362-8189 (toll freeWisconsin only) Department of Agriculture and Consurner Olympia, Washington 98504 Services (206) 753-6210 Branch Office 100 North Washington Street, Suite 412 G alls Church, Virginia 22046 Mike Flynn, Chief Parnela Magee-Heilprin, Director 703) 532-1613 Consumer Protection/Antitrust Division Office of Consurner Protection Office of Attorney General Department of Justice ounty Offices West 1116 Riverside Avenue Milwaukee State Office Building Jean D. Galloway Spokane, Washington 99201 819 North 6th Street, Roorn 520 Director (509) 456-3123 Milwaukee, Wisconsin 53203 (414) 224-1867 Arlington County Office of Consumer Williarn S. Cookson, Chief Affairs Consumer Protection/Antitrust Division Donald Soberg, Administrator 1400 North Courthouse Road, Room 16 Office of Attorney General Division of Trade and Consurner Protection Arlington, Virginia 22201 949 Market Street Department of Agriculture, Trade and (703) 558-2142 Tacoma, Washington 98402 Consurner Protection Ron Mallard, Director (206) 593-2904 P.O. Box 8911 Fairfax County Department of Consumer 801 West Badger Road Affairs County Office Madison, Wisconsin 53708 (508) 266-9836 3959 Pender Drive C. Patrick Sainsbury, Chief Deputy Fairfax, Virginia 22030 Prosecuting Attorney 800-362-3020 (toll freeWisconsin only) (703) 691-3214 Fraud Division Branch Offices Hubert King, Administrator King County Prosecuting Attorney's Office E531 King County Courthouse Margaret Quaid, Supervisor Prince William County Office of Consumer Division of Trade and Consurner Protection Affairs Seattle, Washington 98104 (206) 583-4513 Department of Agriculture, Trade and 15960 Cardinal Drive Consurner Protection Woodbridge, Virginia 22191 927 Loring Street (703) 335-7370 City Offices Kristie Anderson, Inspector Altoona, Wisconsin 54720 (715) 836-2537 City Offices Everett Weights and Measures Department Pose Boyd, Director 3200 Cedar Street Alexandria Office of Citizens Assistance Everett, Washington 98201 P.O. Box 178 (206) 259-8745 City Hall Alexandria, Virginia 22313 (703) 838-4350 52 59 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Michael J. Brown, Regional Supervisor John Osinga, District Attorney Hector Rivera Cruz, Secretary Consumer Protection Bureau Portage County District Attorneys Office Department of Justice Wisconsin Department of Agriculture, Consumer Fraud Unit P.O. Box 192 Trade, and Consumer Protection Portage County Court House Old San Juan, Puerto Rico 00902 200 North Jefferson Street, Suite 146A Stevens Point, Wisconsin 54481 (809) 721-2900 Green Bay, Wisconsin 54301 (715) 346-1300 (809) 725-8158 (414) 497-4087 Eric M. Johnson Patricia Suschil, Supervisor Consumer Fraud Investigator Division of Trade and Consumer Protection Virgin Islands Racine County Sheriffs Department Louis Penn, Acting Director Department of Agriculture, Trade, and 717 Wisconsin Avenue Consumer Protection Consumer Services Administration Racine, Wisconsin 53403 P.O. Box 5468 10320 West Silver Spring Drive (414) 636-3125 Milwaukee, Wisconsin 53225 Charlotte Amalie, St. Thomas (414) 438-4844 U.S. Virgin Islands 00801 Wyoming (809) 774-3130 County Offices State Office Consumer Investigator Gay Woodhouse American Samoa Kenosha County District Attorney's Office Senior Assistant Attorney General Donald A. Griesman 912 56th Street Office of Attorney General Director 123 State Capitol Building Kenosha, Wisconsin 53140 Assistant Attorney General Cheyenne, Wyoming 82002 (414) 656-6480 Consumer Protection Bureau (307) 777-7841 or 6286 Rand L. Kruger, District Attorney P.O. Box 7 Marathon County District Attorney's Office Pago Pago, American Samoa 96799 Consumer Fraud Unit Puerto Rico (684) 633-4163 Marathon County Court House Carlos J. Lopez Feliciano (684) 633-1786 Wausau, Wisconsin 54401 Department of Consumer Affairs (715) 847-5555 Mini Ilas Governmental Center Frederic Matestic Torre Norte Building Assistant District Attorney De Diego Avenue, Stop 22 Milwaukee County District Attorney's Office P.O. Box 41059 Consumer Fraud Unit Santurce, Puerto Rico 00940 821 West State Street (809) 722-7555 Room 412 Milwaukee, Wisconsin 53233-1487 (414) 278-4792

Timesharing

1. Consider the true value of the "gifts" and "awards" used to promote vacation timeshare sales. Remember, it may not be a "free" gift if you must drive a long distance and endure a high-powered sales pitch. Promotional gifts can be of poor quality. 2. Check out the seller, developer, and management company with your state or local consumer protection agency or Better Business Bureau. Does the company have a record of complaints? What is its reputation for completing work as promised? Does it manage the facilities properly? 3. Do not act on impulse or under pressure. Carefully read the contract and any other written documents before you sign anything. 4. Be sure everything the salesperson promised orally is written into the contract. 5. Check with your state or local consumer protection agency to see if state law provides you with a "cooling-off" period during which you can cancel the contract and get a refund.

60 53 State Banking Authorities

The officials listed below regulate and supervisestate chartered banks. However, many of them can handle or refer problems and complaints concerning othertypes of banks and savings and loan institutions andcan answer general questions about banking and credit.

Alabama Florida Kenneth R. McCartha Kentucky Gerald A. Lewis Ballard W. Cassady, Jr. Superintendent of Banks State Comptroller 64 North Union Street Commissioner of the Department of State Capitol Building Financial Institutions Room 651Administrative Building Tallahassee, Florida 32301 911 Leawood Drive Montgomery, Alabama 36130 (904) 488-0370 (205) 261-3452 Frankfort, Kentucky 40601 (502) 564-3390 Georgia Alaska Edward D. Dunn Willis F. Kirkpatrick Louisiana Commissioner of Banking and Finance James A. Hayes Director of Banking and Securities 2990 Brandywine Road Pouch D Commissioner of Financial Institutions Suite 200 P.O. Box 94095 Juneau, Alaska 99811 Atlanta, Georgia 30341 Capitol Station (907) 465-2521 (404) 393-7330 Baton Rouge, Louisiana 70804-9095 (504) 925-4661 Arizona Hawaii Walter C. Madsen Donna Tanoue Maine Superintendent of Banks Bank Examiner H. Donald De Matteis Century Plaza P.O. Box 2054 Superintendent of Banking Suite 815 Honolulu, Hawaii 96805 State House Station-36 3225 North Central (808) 548-7855 Augusta, Maine 04333 Phoenix, Arizona 85012 (207) 289-3231 (602) 255-4421 Idaho Tom D. McEldowney Maryland Arkansas Director, Department of Finance Margie H. Muller Marlin D. Jackson Statehouse Mail Bank Commissioner State Bank Commissicner Boise, Idaho 83720 Suite 800, The Brokerage #1 Capitol Mall (208) 334-3313 34 Market Place 6D-305 Baltimore, Maryland 21202-4076 Little Rock, Arkansas 72201 Illinois (301) 659-6262 (501) 371-1117 William C. Harris Commissioner of Banks and Trust Massachusetts California Companies Paul E. Bulman Louis Carter 119 South 5th Street Commissioner of Banks Superintendent of Banks Room 400Reisch Building 100 Cambridge Street 235 Montogomery Street Springfield, Illinois 62701 Suite 750 Boston, Massachusetts 02202 (217) 782-7966 (617) 727-3120 San Francisco, California 94104 (415) 557-3535 Indiana Michigan Ruth D. Harrison Eugene W. Kuthy Colorado Director Commissioner Richard B. Doby Department of Financial Institutions State Bank Commissioner Financial Institutions Bureau Indiana State Office Building P.O. Box 30224 State Office Building, 303 West Colfax Room 1024 Lansing, Michigan 48909 Room 700 Indianapolis, Indiana 46204 (517) 373-3460 Denver, Colorado 80234 (317) 232-3955 (303) 573-3377 Minnesota Iowa James G. Miller Connecticut Thomas H. Huston Brian J. Woolf Deputy Commissioner of Commerce Superintendent of Banking 500 Metro Square Building Banking Commissioner 418 Sixth Avenue 5th Floor 44 Capitol Avenue Room 530 St. Paul, Minnesota 55101 Hartford, Connecticut 06106 Des Moines, Iowa 50309 (612) 296-2715 (203) 566-4560 (515) 281-4014 Mississippi Delaware Kansas Jane S. Porter John E. Malarkey Eugene T. Barrett, Jr. Commissioner State Bank Commissioner State Bank Commissioner Department of Banking Consumer P.O. Box 1401 700 Jackson Street Finance Dover, Delaware 19903 Suite 300 P.O. Box 731 (302) 736-4235 Topeka, Kansas 66603 Jackson, Mississippi 39205-0731 (913) 296-2266 54 61 (601) 359-1031 STATE BANKING AUTHORITIES

Missouri Ohio Vermont Thomas B. Fitzsimmons Linda K. Page David T. Bard Commissioner of Finance Superintendent of Banks Commissioner of Banking and Insurance P.O. Box 716 Two Nationwide Plaza State Office Building Jefferson City, Missouri 65102 Columbus, Ohio 43266-0549 Montpelier, Vermont 05602 (314) 751-3397 (614) 466-2932 (802) 828-3301 Montana Oklahoma Virginia L. W. Alke Robert Y. Empie Sidney A. Bailey Commissioner of Financial Institutions Bank Commissioner Commissioner of Financial Institutions 1424 9th Avenue Ma Ico Building 701 East Byrd Street Helena, Montana 59620 4100 North Lincoln Boulevard Suite 1600 (406) 444-2091 Oklahoma City, Oklahoma 73105 P.O. Box 2AE (405) 521-2783 Richmond, Virginia 23205 Nebraska (804) 786-3657 Roger Hirsch Oregon Acting Director of Banking and Finance John B. Olin Washington 301 Centennial Mall, South Administrator, Financial Institutions Leroy 0. Malmberg Lincoln, Nebraska 68509 Division Acting Supervisor of Banking (402) 471-2171 280 Court Street, N.E. General Administration Building Salem, Oregon 97310 Room 219 Nevada (503) 378-4140 Olympia, Washington 98504 L. Scott Walshaw (206) 753-6520 Administrator of Financial Institutions Pennsylvania 406 East Second Street Ben McEnteer West Virginia Carson City, Nevada 89710 Secretary of Banking Thomas J. Hansberry (702) 885-4260 333 Market Street Acting Commissioner of Banking 16th Floor State Office Building 3 New Hampshire Harrisburg, Pennsylvania 17101-2290 Room 311 A. Roland Roberge (717) 787-6991 Charleston, West Virginia 25305 Bank Commissioner (304) 348-2294 97 North Main Street Rhode Island Concord, New Hampshire 03301 Edward L. Blue Wisconsin (603) 271-3561 Assistant Director, Banking and Securities Richard E. Galecki 100 North Main Street Commissioner of Banking New Jersey Providence, Rhode Island 02903 P.O. Box 7876 Mary Liffe Pare II (401) 277-2405 Madison, Wisconsin 53707 Commissioner of Banking (608) 266-1621 36 West State Street South Carolina Trenton, New Jersey 08625 Robert C. Cleveland Wyoming (609) 292-3420 Commissioner of Banking Stanley R. Hunt 1026 Sumter Street State Examiner New Mexico Room 217 Herschler Building, 4th Floor West Mary Mclnery Columbia, South Carolina 29201 Cheyenne, Wyoming 82002 Director, Financial Institutions Division (803) 758-2186 (307) 777-6600 Commerce and Industry Department Lew Wallace Building South Dakota Guam Sante Fe, New Mexico 87503 Glen F. Ritterbusch Dave J. Santos (505) 827-7740 Director of Banking and Finance Banking Commissioner 500 East Capitol Avenue P.O. Box 2796 New York Pierre, South Dakota 57501-2070 Agana, Guam 96910 Jill M. Considine (605) 773-3421 (written complaints only) Superintendent of Banks Two Rector Street Tennessee Puerto Rico New York, New York 10006 William C. Adams Felix L. Roman (212) 618-6553 Commissioner of Financial Institutions Acting Director James K. Polk State Office Building Bureau of Banks and Financial Institutions North Carolina 505 Deaderick Street P.O. Box 5-4515 James S. Currie Nashville, Tennessee 37219 San Juan, Puerto Rico 00905 Commissioner of Banks (615) 741-2236 809) 721-5242 P.O. Box 29512 Raleigh, North Carolina 27626-0512 Texas Virgin Islands (919) 733-3016 James L. Sexton Julio A. Brady Banking Commissioner Lieutenant Governor North Dakota 2601 North Lamar Chairman of the Banking Board Marilyn Foss Austin, Texas 78705 P.O. Box 450 Commissioner of Banking and Financial (512) 475-4451 St. Thomas, Virgin Islands 00801 Institutions (809) 774-2991 State Capitol Utah Room 1301 Elaine B. Weis Bismarck, North Dakota 58505 Commissioner of Financial Institutions (701) 224-2253 P.O. Box 89 Salt Lake City, Utah 84110 (801) 530-6502

62 55 State Commissions and Offices on Aging

State commissions and offices on aging are responsible forcoordinating services for older Americans. They can provide informationon programs, services and opportunities for the aging.

Alabama Delaware Emmett W. Eaton Illinois Eleanor L. Cain Janet S. Otwell Executive Director Director Director Commission on Aging Division of Aging Department on Aging 502 Washington Avenue Department of Health and Social Services 421 East Capitol Avenue Montgomery, Alabama 36130 Delaware State Hospital, CT Building Springfield, Illinois 62701 (205) 261-5743 1901 North DuPont Highway (217) 785-2870 New Castle. Delaware 19720 Arizona (302) 421-o791 Michael Slattery Indiana Jean Merritt Administrator District of Columbia Executive Director Aging and Adult Administration E. Veronica Pace Department on Aging and Community 1400 West Washington Avenue Executive Director P.O. Box 6123-950A Services D.C. Office on Aging 115 North Pennsylvania Street Phoenix, Arizona 85007 Special Assignment of the Mayor's Office 1350 Consolidated Building (602) 255 4446 1424 K Street, N.W. Indianapolis, Indiana 46204 Second Floor (317) 232-7006 Arkansas Washington, D.C. 20005 Herb Sanderson (202) 724-5623 Iowa Director Karen L. Tymes Office on Aging and Adult Services Florida Executive Director Department of Human Services Margaret L. Dugger Commission on Aging 1428 Donaghey Building Director 914 Grand Avenue 7th and Main Streets Aging and Adult Services Suite 236 Little Rock, Arkansas 72201 Department of Health and Rehabilitative Jewett Building (501) 371-2441 Services Des Moines, Iowa 50319 1321 Winewood Boulevard (515) 281-5187 California Building 2, Room 328 Alice Gonzales Tallahassee, Florida 32301 Kansas Director (904) 488-2650 Sylvia Hougland Department of Aging Secretary Health and Welfare Agency Georgia Department on Aging 1020 19th Street Fred McGinnis 610 West 10th Street Sacramento, Califomia 95814 Director Topeka, Kansas 66612 (916) 322-5290 Office of Aging (913) 295-4986 Department of Human Resources Colorado 878 Peachtree Street, N.E. William J. Hanna Kentucky Atlanta, Georgia 30309 Marge Brock Director (404) 894-5333 Director Aging and Adult Services Division Division for Aging Services Department of Social Servicas Hawaii Department for Social Services 1575 Sherman Street Rm 803 Renji Goto 6th Floor, West Denver, Colorado 80203 Director 275 East Main Street (303) 866-2586 Executive Office on Aging Frankfort, Kentucky 40621 Office of the Governor (502) 564-6930 Connecticut State of Hawaii Mary Ellen Klinck 1149 Bethel Street, Room )7 Louisiana Commissioner Honolulu, Hawaii 96813 Sandra C. Adams Department on Aging (808) 548-2593 Director 175 Main Street Governor's Office of Elderly Affairs Hartford, Connecticut 06106 Idaho P.O. Box 80374 (203) 566-7728 Maria Salaraz Paton Rouge, Lousiana 70898 Director (504) 925-1700 Idaho Office on Aging Statehouse, Room 114 Boise, Idaho 83720 (208) 334-3833

56 63 STATE COMMISSIONS AND OFFICES ON AGING

Maine Nebraska Ohio Patricia Riley Helen Boosalis Joyce F. Chapple Director Director Director Bureau of Maine's Elderly Nebraska Department of Aging Ohio Commission on Aging Department of Human Services State House Station 95044 50 West Broad Street, 9th Floor State House, Station 11 Lincoln, Nebraska 68509 Columbus, Ohio 43215 Augusta, Maine 04333 (402) 471-2307 (614) 466-5500,01 (207) 289-2561 Nevada Oklahoma Maryland My la C. Florenco Roy R. Keen Rosalie S. Abrams Administrator Programs Administrator Director Division for Aging Services Special Unit on Aging Office on Aging Department of Human Resources Department of Human Services 301 West Preston Street, 10th Floor 505 East King Street P.O. Box 25352 Baltimore, Maryland 21201 Room 101 Oklahoma City, Oklahoma 73125 (301) 383-2100 Carson City, Nevada 89710 (405) 521-2281 (702) 885-4210 Massachusetts Oregon Richard H. Rowland New Hampshire Richard Ladd Secretary Anna M. Pluhar Administrator Department of Elder Affairs Director Senior Services Division 38 Chauncey Street, 2nd Floor Council on Aging Human Resources Department Boston, Massachusetts 02111 14 Depot Street 313 Public Service Building (617) 727-7750,51,52 Concord, New Hampshire 03301 Salem, Oregon 97310 (603) 271-2751 (503) 378-4728 Michigan Olivia P. Maynard New Jersey Pennsylvania Director Ann Zahora Alma R. Jacobs Office of Services to the Aging Director Secretary 101 North Pine Street Division on Aging Department of Aging P.O. Box 30026 Department of Community Affairs Barto Building Lansing, Michigan 48909 363 West State Street, CN 807 231 State Street (517) 373-8230 Trenton, New Jersey 08625 Harrisburg, Pennsylvania 17101 (609) 292-4833 (717) 783-1550 Minnesota Leonard F. Ramberg New Mexico Rhode Island Chairman George Ellis Adelaide Luber Minnesota Board on Aging Director Director 204 Metro Square Building State Agency on Aging Department of Elderly Affairs 121 East 7th Street 224 East Palace Avenue, 4th Floor 79 Washington Street St. Paul, Minnesota 55101 La Villa Rivera Building Providence, Rhode Island 02903 (612) 296-2544 Santa Fe, New Mexico 87501 (401) 277-2880 (505) 827-7640 Mississippi South Carolina Dr. David K. Brown New York Rev. M. L. Meadors Executive Director Eugene S. Callender Chairman Council on Aging Director Commission on Aging 301 W. Pearl Street New York State Office for the Aging 915 Main Street Jackson, Mississippi 39201 Agency Building 2 Columbia, South Carofina 29201 (601) 949-2013 Empire State Plaza (803) 758-2576 Albany, New York 12223 Missouri (518) 474-5731 South Dakota Lloyd Conley Mike Vogel Director North Carolina Administrator Office of Aging Elaine Stoops Office of Adult Services and Aging Department of Social Services Assistant Secretary Department of Social Services Broadway State Office Building Division of Aging 700 North Illinois Street 6th Roor Department of Human Resources Pierre, South Dakota 57501-2291 P.O. Box 1337 708 Hillsborough Street, Suite 200 (605) 773-3656 Jefferson City, Missouri 65102 Raleigh, North Carolina 27603-1691 (314) 751-2075 (919) 733-3983 Tennessee Emily Wiseman Montana North Dakota Director Bob Bartholomew Larry Brewster Commission on Aging Supervisor Administrator 703 Tennessee Building Aging Branch Aging Services 535 Church Street Contracts Bureau Department of Human Services Nashville, Tennessee 37219 Department of Social and Rehabilitation State Capitol Building (615) 741-2056 Services, Community Services Division Bismarck, North Dakota 58505 P.O. Box 4210, Room 204 (701) 224-2310 Helena, Montana 59604 (406) 444-5650

57 6 4 STATE COMMISSIONS AND OFFICES ON AGING

Texas Washington 0. P. Bobeitt American Samoa Charles Reed Tali Maae Executive Director Director Director Texas Department on Aging Bureau of Aging and Adult Services Capitol Station Territorial Administration on Aging Department of Social and Health Services Government of American Samoa P.O. Box 12786 Ob-43G Austin, Texas 78711 Pago Pago, America Samoa 96799 Olympia, Washington 98504 (written complaints only) (512) 475-2717 (206) 753-2502 Guam Utah West Virginia Bob Ward Franklin S. Cruz Phillip D. Turner Director Acting Director Executive Director Office of Aging Division of Aging Commission on Aging Social Service Department of Public Health Department of Social Services State Capitol P.O. Box 45500 Govemment of Guam Charleston, West Virginia 25305 P.O. Box 2816 Salt Lake City, Utah 84145-0500 (304) 348-3317 (801) 533-6422 Agana, Guam 96910 (written complaints only) Wisconsin Vermont Donna McDowell Puerto Rico Joel Cook Acting Director Director Alicia Ramiraz Suarez Bureau on Aging Executive Director Office on Aging Department of Health and Social Services 103 South Main Street Gericulture Commission Division of Community Services Department of Social Services Waterbury, Vermont P5676 One West Wilson Street (802) 241-2400 P.O. Box 11398 P.O. Box 7851 Santurce, Puerto Rico 00910 Madison, Wisconsin 53707 (written complaints only) Virginia (608) 266-2536 Wilda M. Ferguson Gloria M. King Director Wyoming Executive Secretary Department for the Aging E. Scott Sessions Commission on Aging 101 N. 14th St. Director P.O. Box 539 18th Floor Commission on Aging Charlotte Amalie Richmond, Virginia 23219 Hathaway Building St. Thomas, Virgin Islands 00801 (804) 225-2271 Cheyenne, Wyoming 82002 ovritten complaints only) (307) 777-7986

Health Clubs

1. Check out the health club carefully. Visit during hours when you would normally use it to see if it isover- crowded during that period. Check whether the facilities are well maintained and clean. 2. Ask when you will be able to use the club. Itmay be open all week, but limited to men or women on certain days. 3. Ask what qualifications or training the employees have. 4. Read the fine print in all contracts or special offers. You may be committing yourself to a long-term contract. Make sure that spoken promises or conditionsare made in writing. 5. Find out if there is a time period in whichyou can change your mind and get your money back (cooling-off period). Ask also about the refund policy for cancella- tions. 6. Ask your state or local consumer protectionagency or Better Business Bureau if they have receivedany complaints about the club. Find out also if you have anypro- tection under state law should the club close unexpect- edly. 58 65 Iowa Bruce W. Foudree Commissioner of Insurance State Office Building, G23 State Insurance Regulators Ground Floor Des Moines, Iowa 50319 (515) 281-5705 Each state has its own laws and regulations governing all types of insurance and has a commissioner or other official responsible for enforcement. If your problem Kansas is not resolved by the insurance company (keep in mind that company decisions, Fletcher Bell such as claim denialscan be appealed within the company), contact your state Commissioner of Insurance insurance regulator for help. Many insurance departments also provide consumer 420 Southwest 9th Street information helpful in making wise insurance buying decisions. Topeka, Kansas 66612 (913) 296-3071

Alabama Kentucky District of Columbia Gilbert McCarty Tharpe Forrester Marguerite C. Stokes Insurance Commissioner Acting Commissioner of Insurance Acting Superintendent of Insurance 229 West Main Street, P. 0. Box 517 135 South Union Street 614 H Street, N. W. Frankfort, Kentucky 40602 Montgomery, Alabama 36130 Suite 512 (502) 564-3630 (205) 269-3550 Washington, D.C. 20001 (202) 727-7419 Louisiana Alaska Sherman A. Bemard John George Florida Commissioner of Insurance Director of Insurance Bill Guntr- P.O. Box 94214 Pouch D Insur .1ner Baton Rouge, Louisiana 70804 Juneau, Alaska 99811 State (504) 342-5328 (907) 465-2516 3,::301 Maine Arizona (904) Theodore T. Briggs S. David Childers Superintendent of Insurance Director of Insurance ,.;AIte 'Z Hollowell Annex 1601 West Jefferson oohnn;;4 . State House, Station #34 Phoenix, Arizona 85007 Insurance C.ornrnissioner Augusta, Maine 04333 (602) 255-4862 West Tower Fl s.yd Building (207) 289-3101 Suite 716 Arkansas #2 Martin Luther King, Jr. Drive Maryland Robert Eubanks III Atlanta, Georgia 30334 Edward J. Muhl Insurance Commissioner (404) 656-2056 Insurance Commissioner 400-18 University Tower Building 501 St. Paul Place Little Rock, Arkansas 72204 Hawaii 7th Floor South (501) 371-1325 Marie R. Ramil Baltimore, Maryland 21202 Insurance Commissioner (301) 659-6300 California 1010 Richards Street Bruce Bunner Honolulu, Hawaii 96813 Massachusetts Insurance Commissioner (808) 548-7505 Peter Hiam 600 South Commonwealth Commissioner of Insurance 14th Floor Idaho 100 Cambridge Street Los Angeles, Califomia 90005 Wayne Soward Boston, Massachusetts 02202 (213) 736-2551 Director of Insurance (617) 727-3333 700 West State Street Colorado Boise, Idaho 83720 Michigan John Kezer (208) 334-2250 Nancy A. Baerwaldt Commissioner of Insurance Commissioner of Insurance 303 West Colfax, 5th Floor Illinois P.O. Box 30220 Denver, Colorado 80204 John Washburn Lansing, Michigan 48909 (303) 573-3410 Director of Insurance (517) 373-0220 320 West Washington Street Connecticut Fourth Floor Minnesota Peter W. Gil lies Springfield, Illinois 62701 Michael A. Hatch Insurance Commissioner (217) 782-4515 Deputy Commissioner of Commerce 165 Capitol Avenue 500 Metro Square Building Room 425 Indiana Fifth Floor State Office Building Harry E. Eakin St. Paul, Minnesota 55101 Hartford, Connecticut 06106 Commissioner of Insurance (612) 296-6907 (203) 566-2810 509 State Office Building Indianapolis, Indiana 46204 Mississippi Delaware (317) 232-2386 George Dale David N. Levinson Commissioner of Insurance Insurance Commissioner 1804 Walter Sillers Building 21 The Green P.O. Box 79 Dover, Delaware 19901 Jackson, Mississippi 39205 (302) 736-4251 (601) 359-3569

59 STATE COMMISSIONS AND OFFICES ON AGING

Missouri North Dakota C. Donald Ainsworth Vermont Earl R. Pomeroy David T. Bard Director of Insurance Commissioner of Insurance Commissioner of Banking and Insurance 301 West High, Route 630 Capitol Building, Fifth Floor State Office Building P.O. Box 690 Bismarck, North Dakota 58505 Montpelier, Vermont 05602 Jefferson City, Missouri 65102 (701) 224-2444 (802) 828-3301 (314) 751-2451 Ohio Virginia Montana George Fabe James M. Thomson Andrea Bennett Director of Insaance Commissioner of Insurance Commissioner of Insurance 2100 Stella Court 700 Jefferson Building Mitchell Building Columbus, Ohio 43215 P.O. Box 1157 P.O. Box 4009 (614) 466-3584 Richmond, Virginia 23209 Helena, Montana 59604 (804) 786-3741 (406) 444-2996 Oklahoma Gerald Grimes Insurance Commissioner Wast.:ngton Nebraska Dick Marquardt Michael J. Dugan 408 Will Rogers Memorial Building Insurance Commissioner Director of Insurance Oklahoma City, Oklahoma 73105 Insurance Building A021 301 Centennial Mall South (405) 521-2828 Olympia, Washington 98504 State Office Building (206) 753-7301 P.O. Box 94699 Oregon Lincoln, Nebraska 68509 Josephine M. Driscoll (402) 471-2201 Insurance Commissioner West Virginia Insurance Division, Commerce Building Fred Wright Salem, Oregon 97310 Insurance Commissioner Nevada 2100 Washington Street, East David Gates (503) 378-4271 Charleston, West Virginia 25305 Commissioner of Insurance (304) 348-3386 Nye Building Pennsylvania William R. Muir, Jr. 201 South Falls Street Commissioner of Insurance Carson City, Nevada 89710 Wisconsin Strawberry Square (702) 885-4270 Thomas P. Fox 13th Floor Commissioner of Insurance Harrisburg, Pennsylvania 17120 P.O. Box 7873 New Hampshire (717) 787-5173 Louis E. Bergeron Vadison, Wisconsin 53707 (608) 266-3585 Insurance Commissioner Rhode Island 169 Manchester Street Clifton A. Moore Wyoming Concord, New Hampshire 03301 Insurance Commissioner (603) 271-2261 Robert W. Schrader 100 North Maine Street Insurance Commissioner Providence, Rhode Island 02903 122 West 25th Street, Herschler Building New Jersey (401) 277-2223 Hazel Gluck Cheyenne, Wyoming 82002 (307) 777-7401 Commissioner of Insurance South Carolina 201 East State Street John G. Richards Box CN 325 Chief Insurance Commissioner American Samoa Lyle L. Richmond Trenton, New Jersey 08625 2711 Middleburg Drive (609) 292-5363 P.O. Box 4067 Counsel to the Governor Office of the Governor Columbia, South Carolina 29204 New Mexico (803) 758-3266 Pago Pago, American Samoa 96797 Vincente B. Jasso (written complaints only) Superintendent of Insurance South Dakota PERA Building Susan L. Walker Guam P.O. Drawer 1269 Director of Insurance Dave Fantos Santa Fe, New Mexico 87504-1269 Insurance Building Insurance Commissioner (505) 827-4535 320 North Nicol let West Marine Drive Pierre, South Dakota 57501 855 West Marine Drive New York (605) 773-3563 Agana, Guam 96910 James P. Corcoran (written complaints only) Superintendent of Insurance Tennessee 160 West Broadway John C. Neff Puerto Rico New York, New York 10013 Commissioner of Commerce and Insurance Juan Antonio Garcia (212) 602-0429 114 State Office Building Commissioner of Insurance 800-342-3736 (toll free) Nashville, Tennessee 37219 P.O. Box 8330 (615) 741-2241 Fernandez Juntos Station Santurce, Puerto Rico 00910 North Carolina Texas James E. Long (809) 724-6565 Lyndon Olson, Jr. Commissioner of Insurance Chairman, State Board of Insurance Dobbs Building Virgin islands 1110 San Jacinto Boulevard P.O. Box 26387 Julio A. Brady Austin, Texas 78786 Commissioner of Insurance Raleigh, North Carolina 27611 (512) 475-3726 (919) 733-7343 Office of Lieutenant Governor P.O. Box 450 800-662-7777 (toll freeNorth Carolina Utah only) Charlotte Amalie Roger C. Day St. Thomas, Virgin Islands 00801 Commissioner of Insurance (809) 774-2991 160 East 300 South 60 Salt Lake City, Utah 84145 (801) 530-6400 6 7 State Utility Commissions

State utility commissions largely regulate the rates consumerspay for gas, electric- ity, intrastate telephone service, intrastate household goods moving, and,in some states, intrastate water and transportation rates. (Interstate rates for these utilities and services are regulated by the Federal Government.) Many state utilitycommis- sions offer complaint handling services, and will sometimes conduct investigations if numerous complaints are received on a particular utility matter.

In addition, some states have appointed utility consumer advocateswho investigate consumer complaints involving utilities, represent consumers who file formal complaints with state utility commissions, investigate utility service whorewar- ranted, and represent the interests of consumers in rate proceedings ofstate utility commissions. To find out if your state has such an advocacy office,contact the National Association of State Utility Consumer Advocates, c/o FloridaPublic Coun- sel, 202 Blount Street, 624 Crown Building, Tallahassee, Florida 32301,Telephone (904) 488-9330.

Alabama Connecticut Hawaii Jim Sullivan, President John T. Downey, Chairman Albert Q. Y. Tom, Chairman Alabama Public Service Commission Connecticut Public Utilities Control Authority Hawaii Public Utilities Commission P.O. Box 991 1 Central Park Plaza 1164 Bishop Street, Suite 911 Montgomery, Alabama 36130 New Britain, Connecticut 06051 Honolulu, Hawaii 96813 (205) 261-5248 (203) 827-1553 (808) 548-3990 Alaska Delaware Idaho Carolyn S. Guess, Chairman Nancy N. Nor ling, Chairman Perry Swisher, President Alaska Public Utilities Commission Delaware Public Service Commission Idaho Public Utilities Commission 420 L Street, Suite 100 1560 South DuPont Highway Statehouse Anchorage, Alaska 99501 Dover, Delaware 19901 472 West Washington Street (907) 276-6222 (302) 571-3280 Boise, Idaho 83720 (208) 334-3143 Arizona District of Columbia Richard Kimball, Chairman Patricia M. Worthy, Chairman IIIirois Arizona Corporation Commission District of Columbia Public Service PHip R. O'Connor, Chairman 1200 West Washington Street Commission Commerce Commission Phoenix, Arizona 85007 451 Indiana Avenue, N.W., Room 220 Leland Building (602) 255-3931 Washington, D.C. 20001 527 East Capitol Avenue (202) 727-3050 Springfield, Illinois 62706 Arkansas (217) 782-7295 Dr. Robert E. Johnston, Chairman Florida Arkansas Public Service Commission John Marks, Ill, Chairman Indiana P.O. Box C-400 Florida Public Service Commission William Montgomery 100 Center Street 101 East Gaines Street Indiana Public Service Commission Little Rock, Arkansas 72204 Fletcher Building 901 State Office Building (501) 371-1453 Tallahassee, Florid& 32301 Indianapolis, Indiana 46204 (904) 488-6943 (317) 232-2715 California Donald Vial, PreLyJent Georgia California Public Utilities Commission Robert C. Pafford, Chairman State Building Civic Center, Room 5026 Georgia Public Service Commission 350 McAllister Street 244 Washington Street, S.W. San Francisco, California 94102 Atlanta, Georgia 30334 (415) 557-1487 (404) 656-4501 Colorada Edythe S. Miller, Chairmdn Cobrado Public Utilities Commission Car Repairs 1580 Lcgan Street Office Level 2 1. Ask for a written estimate before you authorize any major repair work. Denver, Colorado 80203 2. Make sure the work order reflects what you asked for befor.,you leave the car. (303) 866-3154 3. Be sure the shop understands that they must call you before doing work beyondthat which you originally requested. 4. Askicr thaopportunity to inspect all replaced parts. 5. Keep copies of ail work orders and receipts. 6R 61 STATE INSURANCE REGULATORS

Iowa Mississippi North Carolina Andrew Varley, Chairman D.W. Snyder, C'Nairman Robeit r. Koger, Chairman Iowa State Commerce Commission Mississippi Public Service Commission North ',:arolina Utilities Commission State Capitol 19th Floor, Walter Si liars State Office 430 North Salisbury Street Des Moines, Iowa 50319 Building Dobbs Building, P.O. Box 29510 (515) 281-5309 P.O. Box 1174 Raleigh, North Carolina 27626-0510 Jackson, Mississippi 3291t -1174 (919) 733-4249 Kansas (601) 961-5400 Michael Lennen, Chairman North Dakota Kansas State Corporation Commission Missouri Leo M. Reinbold, President State Office Building William Steinmeier, Chairman North Dakota Public Service Commission Topeka, Kansas 66612 Missouri Public Service Commission State Capitol Building (913) 296-3323 Truman Building Bismarck, North Dakota 58505 P.O. Box 360 (701) 224-2400 Kentucky Jefferson City, Missouri 65102 Richard D. Haman, Jr., Chairman (314) 751-9300 Ohio Kentucky Public Service Commission Thomas V. Chema, Chairman 730 Schenkel Lane Montana Ohio Public Utilities Commission P.O. Box 615 Clyde Jarvis, Chairman 180 East Broad Street Frankfort, Kentucky 40602 Montana Public Service Commission Columbt's, Ohio 43215 (502) 564-3940 2701 Prospect Avenue (614) 466-3016 Helena, Montana 59620 Louisiana (406) 444-6199 Oklahoma George Ackel, Chairman Jim Townsend, Chairman Louisiana Public Service Commission Nebraska Oklahoma Corporation Commission One American Place, Suite 1630 Harold D. Simpson. Chairman Jim Thorpe Office Building Baton Rouge, Louisiana 70825 Nebraska Public Service Commission Oklahoma City, Oklahoma 73105 (504) 342-4404 301 Centennial Mall South (405) 521-2267 P.O. Box 94927 800-522-8154 (toll free) Maine Lincoln, Nebraska 68509 Peter Bradford, Chairman (402) 471-3101 Oregon Maine Public Utilities Commission Gene Maudlin, Commissioner State House, Station #18 Nevada Oregon Public Utility Commission Augusta, Maine 04333 Scott Craigie, Chairman 300 Labor and Industries Building (207) 289-3831 Nevada Public Service Commission Salem, Oregon 97310 505 East King Street (503) 378-6666 Maryland Carson City, Nevada 89710 Frank 0. Heintz, Chairman (702) 885-4180 Pennsylvania Maryland Public Service Commission Linda C. Taliaferro, Chairman American Building New Hampshire Pennsylvania Public Utility Commission 231 East Baltimore Street Vincent lacopino, Chairman P.O. Box 3265 Baltimore, Maryland 21202 New Hampshire PubHc Utilities Harrisburg, Pennsylvania 17120 (301) 659-6000 Commission (717) 783-1740 8 Old Suncook Road Massachusetts Concord, New Hampshire 03301 (603) 271-2431 Rhode Island Paul F. Levy, Chairman Edward F. Burke, Chairman Massachusetts Department of Public Rhode Island Public Utilities Commission Utilities New Jersey 100 Orange Street 100 Cambridge Street Barbara Curran, President Providence, Rhode Island 02903 Boston, Massachusetts 02202 New Jersey Board of Public Utilities (401) 277-3500 (617) 727-3500 1100 Raymond Boulevard 800-392-6066 (toll free) Newark, New Jersey 07102 (201) 648-2026 South Carolina Fred Fuller, Chairman Michigan South Carolina Public Service Commission Eric J. Schneidewind, Chairman New Mexico 111 Doctors Circle Michigan Public Service Commission Suedeen Kelly, Chairman P.O. Box 11649 Mercantile Building New Mexico Public Service Commissior Columbia, South Carolina 29211 6545 Mercantile Way 224 East Palace Avenue, Marian Hall (803) 758-3621 P.O. Box 30221 Santa Fe, New Mexico 87503 Lansing, Mchil,;--so 48909 (505) 827-6940 (517) 373--3244 South Dakota ?M-4li-9555 (toil free sl fAichio) Kenneth Stofferahn, Chairman New York South Dakota Public Utilities Commission Paul L. Gioia, Chairman Capitol Building Minnesota New York Public Service Commissi Pierre, South Dakota 57501 Cynthia Kitlinski, Chaimian Empire State Plaza (605) 773-3201 Minnesota Public Utilis Commission Albany, New York 12223 780 American Center Building (518) 474-7080 160 East !e.ellogr) Boutevard 600-342-3377 (toll free) Tennessee Jane Eskind, Chairman St. Paul,v.inec,c4a 55101 800-342-3355 (toll free for emergencios) (61'.) 295-7124 Tennessee Public Service Commission C1-100 Cordell Hull Building Nashville, Tennessee 3721:. (615) 741-2904 62 6 9 STATE INSURANCE F EGULATORS

Texas Washington Guam Bill Ricketts, Chairman Sharon Nelson, Chairman Joey Guenas, Chairman Texas Public Utility Commission Washington Utilities and Transportation Guam Public Utilities Commission 7800 Shoal Creek Boulevard, Suite 400N Commission Office of the Governor of Guam Austin, Texas 78757 HighwaysLicenses Building P.O. Box 2950 (512) 458-0100 Olympia, Washington 98504 Agana, Guam 96910 (206) 753-6423 (671) 477-7220 Utah Brent H. Cameron, Chairman West Virginia Puerto Rico Utah Public Service Commission Michael D. Greer, Chairman Amjel M. Almodovar, Chairman Heber M. Wells Building West Virginia Public Service Commission Puerto Rico Public Service Commission 160 East 300 South Street 201 Brook Street, P.O. Box 812 P.O. BoxCall Box CP P.O. Box 45585 Charleston, West Virginia 25323 Hato Rey, Puerto Rico 00919 Salt Lake City, Utah 84145 (304) 340-0374 (809) 751-5050 (801) 530-671b Wisconsin Virgin Islands Vermont Ness Flores, Chairman Alfred B. Hayes, Chairman V. Louise McCarren, Chairman Wisconsin Public Sene Commission Virgin Islands Public Services Commission Vermont Public Service Board 4802 Sheboygan Avenun P.O. Box 40 120 State Street P.O. Box 7854 Charlotte Amalie, St. Thomas State Office Building Madison, Wisconsin 53707 Virgin Islands 00801 Montpelier, Vermont 05602 (608) 266-1241 (809) 776-1291 (802) 828-2319 Wyoming Virginia J Thri R. Smyth, Chairman Preston C. Shannon, Chairman Wyoming Public Service Commission Virginia State Corporation Commission Herschler Building Jefferson Building 122 West 25th P.O. Box 1197 Cheyenne, Wyoming 82002 Richmond, Virginia 23209 (307) 777-7427 (804! 786-3608

70 63 State Weights and Measures Offices

Weights and measures offices enforce weights and measures laws and regulations to ensure that commercial transactions are fair and accurate. These offices check the weights of packaged products and the accuracy of weighing and measuring devices such as supermarket scales, gasoline pumps, taxicab meters, and rental car odometers.

Contact your weights and measures office if you believe you have purchased a short-weight package or think a weighing or measuring device is inaccurate. The following offices are part of state governments.It is possible that your county or city also has a weights and measures office. Local offices can often be located in the city or county government sections of your telephone directory under headings such as "weights and measures," "standards," "consumer protection," or "consumer affairs."

Alabama Connecticut Idaho E. Stagg, Director Allan M. Nelson, Chief Lyman D Holloway, Chief Weights and Measures Division Weights and Measures Division Bureau of Weights and Measures Alabama Department of Agriculture Dnpartment of Consumer Protection Department of Agriculture P.O. Box 3336 State Office Building, Room 617 2216 Kellogg Lane Montgomery, Alabama 36193 155 Capitol Avenue Boise, Idaho 83702 (205) 832-6766 Ha,ilord, Connecticut 06106 (208 334-2345 (203) 566-5230 Alaska III:nois Charles D. Tai. Chief Delaware Sidney A. Colbrook, Weights and Weights and Measures SeCtinr. Euw's Keeley, Supervisor Measures Program Manager Depaitment of Commece Office of Weights and Measures Bureau of Product Inspection and Economic Develooler it Department of Agriculture Standards P.O. Box 1116PC Drawer D Department of Agriculture Anchorage, Alanl-:a 99511 Dover, Delaware 19901 Emmerson Building, State Fairground (907) 345-3886 (302) 736-4824 Springfield, Illinois 62706 (217) 785-8312 Arizona District of Columbia Patricia Fullinwider, Chief Earl E. Maxwell, Chief Indiana Arizona Weights and Measures Division Department of License, Investigation and Robert W. Walker, Director of Weights and Department of Administration Inspection Measures 3039 West Indian School Road Weights, Measures and Markets Division State Board of Health Phoenix, Arizona 85017 1110 U. Street, S.E. 1330 West Michigan Street (602) 255-5211 Washington, D.C. 20020 Indianapolis, Indiana 46206 (202) 767-7923 ext. 923 (317) 633-0350 Arkansas San F. Hindsman, Director Florida Iowa Division of Weights and Measures Stanley J. Darsey, Chief James O'Conner, Supervisor Department of Commerce Bureau of Weights and Measures Weights and Measures Division 4608 West 61st Street Department of Agriculture and Consumer Department of Agriculture Little Rock, Arkansas 72209 Services Henry A. Wallace Building (501) 371-1759 3125 Conner Boulevard/Lab Complex Des Moines, Iowa 50319 I allahassee, Florida 32301 (515) 281-5716 California (904) 488-9140 Darrell A. Guensler Kansas Acting Assistant Director Georgia John L. O'Neill, State Sealer and Director Division of Measurement Standards Martin Coile, Director Weights and Measures Division California Department of Food and Weights and Measures Laboratory Kansas State Board of Agriculture Agriculture Atlanta Farmers Market 2016 West 37th Street 8500 Fruitridge Road Forest Park, Georgia 30050 P.O. Box 5516 Sacramento, California 95826 (404) 363-7611 YJoeka, Kansas 66605 (916) 366-5119 (913) 267-4641 Hawaii Colorado George E. Mattimore Kentucky Leo Letey, Chief Administrator, Measurement Standards Charles L. Prebble, Director Weights and Measures Section Department of Agriculture Division of Weights and Measures Department of Agriculture 725 Ila lo Street Department of Agriculture 3125 Wyandot Lionolulu, Hawaii 96822 106 West Second Street Denver, Colorado 80211 (808) 548-7152 Frnkfort, Kentucky 40601 (303) 866-2845 (502) 564-4870 64 71 STATE WEIGHTS AND MEASJFIES OFFICES

Louisiana Nebraska Oklahoma Philip A. Stagg, Director Steven A. Malone, Director George M. Parker, Director Louisiana Weights and Measures Division of Weights and Measures Marketing Industry Division Department of Agriculture Department of Agriculture Oklahoma Department of Agriculture P.O. Box 44456, Capitol Station 301 Centennial Mall South, 4th Floor 2800 North Lincoln Boulevard Baton Rouge, Louisiana 70804 P.O. Box 94947 Oklahoma City, Oklahoma 73105 (504) 925-3780 Lincoln, Nebraska 68509 (405) 521-3864 Extension 301 (402) 741-2341 Maine Oregon Clayton F. Davis, Director Nevada Kendrick J. Simile, Administrator Agriculture Inspections Division Knute D. Pennington Weights and Measures Division State Office Building, Station 28 Chief Deputy State Sealer Department of Agriculture Augusta, Maine 04333 Bureau of Weights and Measures 635 Capitol Street, N.E. (207) 289-3841 Department of Agriculture Salem, Oregon 97310 P.O. Box 11100 (503) 378-3792 Maryland Reno, Nevada 89510 Richard L. Thompson, Chief (702) 784-6401 Pennsylvania Weights and Measures Section Fred A. Thomas, Director Department of Agriculture New Hampshire Bureau of Standard Weights and Measures 50 Harry S. Truman Parkway Roy Howard, Director Department of Agriculture Annapolis, Maryland 21401 Bureau of Weights and Measures 2301 North Cameron Street (301) 841-5790 Department of Agriculture Harrisburg, Pennsylvania 17110 105 Loudon Road (717) 787-6772 Massachus, 3 Concord, New I-1,11 e 03301 Charles H. Carroll, Supervising Inspector (603) 271-3700 Rhode Island Massachusetts Division of Standards Lynda Agresti Maurer One Ashburton Place New Jersey Sealer of Weights and Measures Boston, Massachusetts 02108 Thomas W. Kelly Department of Labor (617) 727-3480 State Superintendent 386 Central Avenue State Office of Weights and Measures Pawtucket, Rhode Island 02860 Michigan 187 West Hanover Street (401) 277-2758 Edward Heffron, Chief Trenton, New Jersey 08625 Food and Dairy Division (609) 292-4615 South Carolina Department of Agriculture Charles T. Smith, Directcr Lewis Cass Building, Box 30017 New Mexico Consumer Services Division Lansing, Michigan 48909 Fred A. Gerk, Chief Department of Agriculture (517) 373-1060 Standards and Consumer Services P.O. Box 11280 Department of Agriculture Columbia, South Carolina 29211 Minnesota P.O. Box 3170 (803) 758-7478 Edward Skluzacek, Director Las Cruces, New Mexico 88003 Division of Weights and Measures (505) 646-1616 South Dakota Minnesota Station James Melgaard, Director Department of Public Service 'ew York Fire Safety and Regulation 2277 Highway 36 .Iihn J. Bartfai, Director 118 West Capitol St. Paul, Minnesota 55113 Bureau of Weights and Measures Pierre, South Dakota 57501 (612) 341-7200 ext. 7205 Department of Agriculture (605) 773-3697 BuiIrling 7A Mississippi 1220 Washington Avenue Tennessee WiHiam P. Eldridge, Director Albany, New York 12235 (518) 457-3452 James Thomas, Director Weights and Measures Division Weights and Measures Mississippi Department of Agriculture Department of Agriculture 1501 Walter Sillers Building North Carolina Box 40627, Melrose Station P.O. Box 1609 David N. Smith, Director Nashville, Tennessee 37204 Jackson, Mississippi 39205 Consumer Standards Division 115) 360-0160 (601) 359-3670 Department of Agriculture P.O. Box 26056 Raleigh, North Carolina 27611 Texas Missouri Charles E. Forester Supwvisor of Weights Leslie M. Greiner, Director (919) 733-3313 and Measures Weights and Measures Division Department of Agriculture Department of Agriculture North Dakota Box 1k'cl.:7, Stephen F. Austin Building P.O. Box 630 Bruce Niebergall, Director Austin, Texas 78711 Jefferson City, Missouri 65102 Department of Weights and Measures (512) 475-6577 (314) 751-4278 State Capitol Bismarck, North Dakota 58505 Montana (701) 224-2400 Steven H. Me loy Bureau Chief Ohio Bureau of Weights and Measures Bruce Litzenberg, Chief Department of Commerce Division of Weights and Measures 1434 9th Avenue Department of Agriculture Helena, Montana 59620 8995 East Main Street (406) 449-3163 ext. 6 Reynoldsburg, Ohio 43068 (614) 866-6361 ext. 230 65 STATE WEIGHTS AND MEASURES OFFICES

Utah West Virginia Puerto Rico Edison J. Stephens Jamas T. Rardin, Acting Director Ms. lbone Kwilan Deputy Commissioner Division of Weights and Measures Assistant Secretary State Department of Agriculture Department of Labor Bureau of Enforcement 350 North Redwood Road 1900 Washington Street, East Department of Consumer Affairs Salt Lake City, Utah 84116 Capitol Complex P.O. Box 41059, Mini Ilas Station (801) 533-5459 ext. 5964 Charleston, West Virginia 25305 Santurce, Puerto Rico 00940 (304) 348-7890 (809) 726-7585 Vermont Trafford F. Brink, Director Wisconsin Virgin Islands Division of Weights and Measures and Robert W. Probst, Director Louis Penn, Acting Director Retail Inspection Bureau of Weights and Measures Consumer Services Administration Department of Agriculture Wisconsin Department of Agriculture Golden Rock Shopping Center 116 State Street Trade and Consumer Protection Christiansted Montpelier, Vermont 05602 801 West Badger Road St. Croix, Virgin Islands 00820 (802) 828-2436 Box 8911 (809) 773-2226 Madison, Wisconsin 53708 Virginia (608) 266-7241 James F. Lyles, Supervisor Weights and Measures Section Wyoming Department of Agriculture and Consumer William W. Hovey, Manager Services Consumer/Compliance Division P.O. Box 1163, Room 403 Department of Agriculture Richmond, Virginia 23209 2219 Carey Avenue (804) 786-2476 Cheyenne, Wyoming 82002 (207) 777-6591 Washington Steuart Delaney, Acting Chief Section of Weights and Measures Department of Agriculture 406 General Adminisration Building Olympia, Washington 98504 (206) 753-5059

Door-to-Door Sales T.M. 1. Make sure you are dealing with a legitimate company by asking for proper identification from the salesperson. 2. Keep a copy of any sales agreement. Be sure your copy has the company's complete name, address, phone number, the name of the salesperson, and details of the sale including correct date. 3. You will have a three day "cooling off" period which means you have the right to cancel your contract anytime before midnight of the third business day after your sign the contract. Get a copy of the right-to-cancel notice with your contract. (This rule only applies to purchases over $25.00 made away from the seller's regular place of business.)

66 Selected Federal Agencies

The following is a list of Federal agencies that handlemajor areas of consumer complaints and information. In some cases,you are encouaged to contact the nearest office of the agency before the headquarters office.When that occurs, the listing will give you information on how to doso. If you are unsure about which Federal agency to contact, refer to the Index under thetopic heading most closely describing your area of concern. The Index will giveyou the agency to contact as well as other sources of assistance listed in this book. orilM ACTION Consumer Product Human Nutrition information Safety Commission Service Office of Communications Department of Agriculture ACTION Federal Building 806 Connecticut Avenue, N.W., Room 300 Look in your telephone directory tinder Rooms 360 and 364 Washington, D.C. 20525 "U.S. Government, Consumer Product 6505 Belcrest Road (202) 634-9282 Safety Commission." If it does not appear, Hyattsville, Maryland 20782 contact the Federal Information Center (301) 436-8617 (FIC) nearest you (see page 75). If the AC (301) 436-7725 Administrative Confer- is unable to help you, contact or call: ence of the United States Office of the Consumer Advisor Office of the Secretary Department of Agriculture Consumer Product Safety Commission Administration Building Public information Officer Washington, D.C. 20207 Washington, D.C. 20250 Administrative Conference of the United (301) 492-6800 (202) 382-9681 States 800-638-2772 ( toll free) 2120 L Street, N.W., Room 500 Washington, D.C. 20037 Department of Agricul- Animal Care Staff (202) 254-7065 Veterinary Services, APHIS ture Departmert of Agriculture Federal Building, Room 764 AMTRAK Agricultural Marketing Service 6505 Belcrest Road Department of Agriculture Hyattsville, Maryland 20782 Washington, D.C. 20250 (301) 436-7799 Office of Customer Relations (202) 447-8998 AMTRAK Department of Com- 400 N. Capitol Street, N.W. Cooperative Extension Service Washington, D.C. 20001 merce (written complaints and inquires only) Consult county or city government listing in your local telephone directory for the number of the County Cooperative Extension Commissioner of Patents and Service office. Trademarks Commission on Civil Department of Commerce Rights Washington, D.C. 20231 Farmers Home Administration (703) 557-3341 Department of Agriculture Assistant Staff Director Washington, D.C. 20250 Commission on Civil Rights (202) 447-4323 Office of Weights and Measures 1121 Vermont Avenue, N.W. National Bureau of Standards Room 500 Department of Commerce Washington, D.C. 20425 Federal Crop insurance Washington, D.C. 20234 (202) 376-8307 Corporation (301) 921-2401 Department of Agriculture South Building Commodity Futures Washington, D.C. 20250 Office of Industry Services (202) 447-3287 National Marine Fisheries Service Trading Commission Department of Commerce Washington, D.C. 20235 Food and Nutrition Service (202) 634-7451 Office of Governmental Affairs Department of Agriculture Commodity Futures Trading Commission Roor- '112 2033 K Street, N.W. 3101 ,.rk Office Center Drive Office of Utilization Research Washington, D.C. 20581 Alexandria, Virginia 22302 (for inspected fish products) (202) 254-6372 (703) 756-3276 National Marine Fisheries Servir. Department of Commerce Washington, D.C. 20235 Meat and Poultry Hotline (202) 634-7458 Consumer inforn,ation Food Safety end inspection Service Center !loom 1163, South Building Office of Consumer Affairs Department of Agriculture Room 5725 Department of Commerce Pueblo, Colorado 81039 Washing.on, D.C. 20250 (202) 447-3333 (accessible by TDD) Washington, D.C. 20230 800-535-4555 (toll freeaccessible by (202) 377-5001 TDD) 67 74 SELECtED FEDERAL AGENCIES

Office of Metric Programs Department of Health Inspector General's Hotline Room 4082 and Human Services (202) 472-4222 Department of Commerce 800-368-5779 (toll free) Washington, D.C. 20230 (202) 377-0944 AIDS Hotline 800-342-AIDS (toll free) National Center on Child Abuse and Neglect Department of Education Public Inquiries P.O. Box 1182 Administration on Aging Washington, D.C. 20013 Clearing House on the (202) 245-2640 Handicapped Department of Health and Human Services Department of Education Washington, D.C. 20201 330 C Street, S.W. (202) 245-2158 National Health information Mail Stop 2319 Clearinghouse Suite 600 Washington, D.C. 20202 Cancer Hotline (202) 732-1241 (202) 636-5700 (District of Columbia) 1555 Wilson Boulevard (808) 524-1234 (Hawaii) Rosslyn, Virginia 22209 (212) 794-7982 (New York City) (703) 522-2590 (District of Columbia) Consumer Affo Ire Stott 800-336-4979 (toll free) Department of Education 800-638-6070 (toll freeAlaska) Room 505 800-4-CANCER (toll free elsewhere) Reporters Building Office of Program Operations 300 7th Street, S.W. Centers for Disease Control Office for Civil Rights Washington, D.C. 20202 Atlanta, Georgia 30333 Department of Heafth and Human Services (202) 447-9043 Washington, D.C. 20201 (202) 245-6118 Food and Drug Administration Federal Student Financial Aid Look in your telephone directory under Program U.S. Government, Health and Human Office of Child Support Department of Education Services Department, Food and Drug Enforcement Department CY 86 Administration." If it does not appear, Department of Health and Human Services Pueblo, Colorado 81009 contact the Federal Information Center 6110 Executive Boulevard (301) 984-4070 (FIC) nearest you (see page 75). If FIC is Rockville, Maryland 20852 unable to help you, write or cali: (301) 443-4442 Office of Public Affairs Department of Education Consumer Affairs and Small Business Staff President's Council on Physical 400 Maryland Avenue, S.W. (HFO-22) Fitness and Sports Washington, D.C. 20202 Food and Drug Administration Room 3030, Donohoe Building (202) 245-8233 Department of Health and Hum-, Services 400 6th Street, S.W. 5600 Fishers Lane, Room 13-55 Washington, D.C. 20201 Rockville, Maryland 20857 (202) 272-3430 Department of Energy (301) 443-4166 Conservation and Renewable Runaway Hotline Energy inquiry and Referral Handicapped infants Hotline 800-621-4000 (toll free) Se Mce (202) 863-0100 (phone only) 800-368-1019 (toll free) Second Surgical Opinion Pro- 800-462-4983 (toll freePennsylvania) gram 800-523-2929 (toll freecontinental Health Care Financing Adminis- Department of Health and Human Services U.S.) tration Hubert Humphrey Building, Room 313H 800-233-3071 (toll freeAlaska and Department of Health and Human Services Washington, D.C. 20201 Hawaii) 6325 Security Boulevard 800-492-6603 (toll free-Maryland) Bar more, Maryland 21207 800-638-6833 (toll free elsewhere) Division of Consumer Affairs (301) 594-9086 Department of Energy (301) 594-9016 TTY for the deaf Social Security Administration Washington, D.C. 20585 Look in your telephone directory under (202) 252-5373 Division of Long-Term Care U.S. Government, Health and Human Ser- Health Care Financing vices Department. Social Secui Ay Adminis- tration." Consumer Inquiries, Weatherization Administration Assistance Department of Health and Human Services Office of Conservation and 1849 Gwyn Oak Avenue Department of Housing Renewable Energy Dogwood East Building Baltimore, Maryland 21207 and Urban Development Department of Energy (301) 594-3642 Washington, D.C. 20585 interstate Land Sales Registra- (202) 252-2207 tion Division Health Maintenance Department of Housing and Urban Technical information Center Organizations Development Division of Private Sector Initiatives Office of Scientific and Technical 451 7th Street, S.W., Room 6278 Information Room 17A55, Park lawn Building Washington, D.C. 20410 Department of Energy 5600 Fishers Lane (202) 755-0502 P.O. Box 62 Rockville, Maryland 20857 (301) 443-2778 Oak Ridge, Tennessee 37830 Manufactured Housing and Con- (written complaints and inquiries only) struction Standards Division Healthy Mothers, Healthy Babies Coalition Department of Housing and Urban U.S. Public Health Service Development Room -22-H, Hubert Humphrey Building 451 7th Street, S.W., Room 956 200 Independence Avenue, S.W. Washington, D.C. 20410 Washington, D.C. 20201 (202) 755-6920 68 (202) 245-3102 76 SELECTED FEDERAL AGENCIES

Office of Fair Housing and Equal Drug Enforcement Administration Employment Standards Opportunity Look in your telephone directory under Administration Department of Housing and Urban "U.S. Government, Department of Justice, Look in your telephone directory under Development Drug Enforcement Division." If it does not "U.S. Government, Department of Labor, 451 7th Street, S.W., Room 5100 appear, contact the Federal Information Employment Standards Administration." If it Washington, D.C. 20410 Center (FIC) nearest you (see page 75). If does not appear, contact the Federal Infor- (202) 755-7252 the Ac is unable to help you, write or call: mation Center (FIC) nearest you (see 800-424-8590 (toll free) page 75). If the FIC is unable to help you, Drug Enforcement Administration write or call: Office of Single Family Housing Department of Justice Department of Housing and Urban 1405 Eye Street, N.W. Information and Consumer Affairs Unit Development Washington, D.C. 20537 Employment Standards Administration 451 7th Street, S.W., Room 9266 (202) 633-1000 Department of Labor Washington, D.C. 20410 Washington, D.C. 20210 (202) 755-3046 Federal Bureau of Investigation (202) 523-8743 Office of Urban Rehabilitation Look inside the front cover of your telephone directory for the number of the Department of Housing and Urban Office of Information and Public Affairs nearest FBI office. If it does not appear, Development Mine Safety and Health Adminis- look under "U.S. Government, Department 451 7th Street, S.W., Room 7168 tration of Justice, Federal Bureau of Investiga- Washington, D.C. 20410 Department of Labor (202) 755-5685 tion." You also may write or call: Ballston Towers #3 Arlington, Virginia 22203 Title 1 Insurance Division Federal Bureau of Investigation (703) 235-1452 Department of Justice Department of Housing and Urban 10th and Pennsylvania Ave., N.W. Development Washington, D.C. 20535 Occupational Safety and Health 451 7th Street, S.W., Room 9160 (202) 324-3000 Administration Washington, D.C. 20410 Look in your telephone directory under (202) 755-6680 "U.S. Govemment, Department of Labor, Immigration and Naturalization Occupational Safety and Health Adminis- Department of the Service tration." If it does not appear, contact the Interior Look in your telephone directory under Federal Information Center (FIC) nearest "U.S. Govemment, Department of Justice, you (see page 75). If the FIC is unable to Bureau of Indian Affairs Immigration and Naturalization Service." If help you, write or call: Department of the Interior it does not appear, contact the Federal In- Washington, D.C. 20240 formation Center (FIC) nearest you (see Office of Information and Consumer Affairs (202) 343-7445 page 75). If the FIC is unable to help you. Occupational Safety and Health Adminis- write or call: tration National Park Service Department of Labor Department of the Interior Immigration and Naturalization Service Washington, D.C. 20210 Washington, D.C. 20240 Department of Justice (202) 5A-8151 (202) 343-4917 25 E Street, N.W. Washington, D.C. 20538 Veterans' Employment and Training United States Fish and Wildlife (202) 724-7796 Office of the Assistant Secretary Service for Veterans' Employment and Deparment of the Interior Department of Labor Training P.O. Box 28006 Department of Labor Washington, D.C. 20005 General Inquiries Room S-1315 (202) 653-2220 Coordinator of Consumer Affairs Washington, D.C. 20210 Department of Labor (202) 523-9116 Office of the Secretary and other Room S-1032 Bureaus Washington, D.C. 20210 Office of Program Services Department of the Interior (202) 523-6060 Consumer Affairs (PBA), Room 4340 Office of Pension and Welfare Washington, D.C. 20240 Benefit Programs (202) 343-5521 Employment and Training Department of Labor Administration Room N-5666 Department of Justice Look in your telephone directory under Washington, D.C. 20210 "U.S. Government, Department of Labor, (202) 523-8921 Office of Consumer Utigation Employment Standards Administration." If it Civil Division does not appear, contact the Federal Infor- Bureau of LaborManagement Department of Justice mation Center (FIC) nearest you (see Relations and Cooperative Washington, D.C. 20530 page 75). It the FIC is unable to help you, write or call: Programs (202) 724-6786 Department of Labor Room N-5416 Director, Office of Public Affairs Civil Rights Division Washington, D.C. 20210 Employment and Training Administration Look in your telephone directory under (202) 523-5677 "U.S. Government, Department of Justice, Department of Labor Civil Rights Division." If it does not appear, 200 Constitution Avenue contact the Federal Information Center Room S-2322 Office of LaborManagement (FIC) nearest you (see page 75). If the FIC Washington, D.C. 20210 Standards is unable to help you, write or call: (202) 523-6871 Department of Labor Room S-1032 Civil Rights Division Washington, D.C. 20210 Department of Justice (202) 523-7343 Main Justice Building Washington, D.C. 20530 (202) 633-3847 76 69 SELECTED FEDERAL AGENCIES

Department of State Office of Pubic Affairs (UPA-1) Environmental Protec- Urban Mass Transportation Overseas Citizens Services Administration tion Agency Department of State Department of Transportation Room 4811 Washington, D.C. 20590 National Pesticide Telecommunica- Washington, D.C. 20520 (202) 426-4043 tions Network (Phone only) (202) 632-3444 (for non-emergencies) 800-858-7378 (toll free) (202) 632-5225 (for emergencies) Department of the Tree- Office of Emergency and Passport Services Sury Remedial Response Superfund Department of State Environmental Protection Agency Washington, D.C. 20520 Bureau of Alcohol, Tobacco and Washington, D.C. 20460 (202) 532-4328 Firearms (202) 382-2180 Look in your telephone directory under Visa Services "U.S. Government, Department of the Office of Mobil Sources Department of State Treasury. Bureau of Alcohol. Tobacco and Environmental Protection Agency Washington, D.C. 20520 Firearms." If it does not appear, contact the (202) 632-1972 Washington, D.C. 20460 Federal Information Center (FIC) nearest (202) 382-7645 you (see page 75). If the FIC is unable to Department of Trans- help you, write or call: portation Office of Private and Public Bureau of Alcohol. Tobacco and Firearms Sector Liaison Auto Safety Hotline Department of the Treasury A1 00-EA Department of Tran Nirtation Room 6211 Environmental Protection Agency Washington, D.C. 2t,a90 1200 Pennsylvania Avenue, N.W. Washington, D.C. 20460 (202) 426-0123 Washington, D.C. 20226 (202) 382-4454 800-424-9393 (toll free) (2C2) 5.3S-6245 Office of Public Affairs Community end Consumer Liaison Division Bureau of the Mint Enviommental Protection Agency (APA-400) Consumer Affairs Washington, D.C. 20460 Federal Aviation Administration Bureau of the Mint (202) 382-4355 Department of Transportation Department of the Treasury Washington, D.C. 20591 633 Third Street, N.W. (202) 426-1960 7th Floor Public Information Center Environmental Protection Agency Washington, D.C. 20220 820 Quincy Street, N.W. National Ride Sharing Information Center (202) 376-0461 Federal Highway Administration Washington, D.C. 20011 (202) 829-3535 Department of Transportation Comptroller of the Currency Washington, D.C. 20590 Look in your telephone directory under (202) 426-0210 Toxic Substances Control Act U.S. Government, Department of the (TSCA) Office of Public Affairs and Consumer Par- Treasury, Comptroller of the Currency." If Assistance Office (phone only) ticipation (NOA-42) it does not appear, contact the Federal In- (202) 554-1404 National Highway Traffic Safety formation Center (FIC) nearest you (see 800-424-9065 (toll free) Administration page 75). If the FIC is unable to help you, write or call: Department of Transportation Equal Employment Washington, D.C. 20590 (202) 426-0670 Director, Consumer Examinations Opportunity Comptroller of the Currency Commission National Response Center Department of the Treasury (oil and chemical spills) 490 L'Enfant Plaza, S.W. Look in your telephone directory under Department of Transportation Washington, D.C. 20219 "U.S. Government Equal Employment Op- Washington, D.C. 20590 (202) 287-4265 portunity Commissio-If it does not ap- (202) 426-2675 pear, contact the Fccl %fal Information Cen- 800-424-8802 (toll-free) Internal Revenue Service ter (FIC) nearest you (see page 75). If the Look in your telephone directory under FIC is unable to help you, write or call: Office of Community and Con- "U.S. Government, Department of the sumer Affairs Treasury, Internal Revenue Service."If it Office of Program Operations Department of Transportation does not appear, contact the Federal Infor- Equal Employment Opportunity Washington, D.C. 20590 mation Center (FIC) nearest you (see page Commission (202) 755-2220 75). 2401 E Street, N.W. Washington, D.C. 20507 United States Coast Guard (202) 634-6381 Look in your telephone directory under United States Customs Service Look in your telephone directory under "U.S. Government, Coast Guard." If it does not appear, contact the Federal Infor- U.S. Government, Department of the Federal Communications Treasury, U.S. Customs Service." mation Center (FIC) nearest you (see page If it Commission 75). If the FIC is unable to help you, write does not appear, contact the Federal Infor- or call: mation Center (FIC) nearest you (see Consumer Assistance and Small page 75). If the FIC is unable to help you, Business Office write or call: Office of Boating. Public and Consumer Af- Federal Communications Commission fairs (G-B) 1919 M Street, N.W., Room 254 Office of Inspection and Control United States Coast Guard Washington, D.C. 20554 Department of Transportation United States Customs Service (202) 632-7000 Washington, D.C. 20593 Department of the Treasury (202) 472-2384 1301 Constitution Avenue, N.W. Washington, D.C. 20229 7 70 (202) 566-8157 SELECTED FEDERAL AGENCIES For complaints about radio, TV, tele- Federal Energy Regula- phone or other communicationsre- For Publications: tory Commission Public Reference Branch lated Interference: Federal Trade Commission Look in your telephone directory under "U.S. 6th and Pennsylvania Avenue, N.W. Governi rz,it, Federal Division of Intergovernmental Communications Room 130 Commission." If it does not appear, contact Affairs Federal Energy Regulatory Commission Washington, D.C. 20580 the Federal Information Center (FIC) nearest (202) 523-3598 you (see page 75). If the FIC is unable to 825 North Capitol Street, N.E., Room 9200 help you, write or call the office listed above. Washington, D.C. 20426 (202) 357-8392 General Services Administration Federal Deposit In- Federal Home Loan Bank surance Corporation Look in your telephone directory under "U.S. Board Government, General Services Administra- tion." If it does not appear, contact the Fed- Look in your telephone directory under "U.S. Look in your telephone directory under "U.S. Government, FederalDepositInsurance eral Information Center (FIC) nearest you Government, Federal Home Loan Bank (see page 75). Corporation." If it does not appear, contact Board, Office of Community Investment." It it the Federal Information Center (FIC) nearest does not appear, contact the Federal Infor- Government Printing you (see page 75). If the FIC is unable to mation Center (FIC) nearest you (see page help you, write or call: 75). If the FIC is unable to help you, write or Office call: Office of Consumer Programs Government Publications Superintendent of Documents Federal Deposit Insurance Corporation Office of Community Investment Publications Service Section 550 17th Street, N.W. Federal Home Loan Bank Board Govemment Printing Office Washington, D.C. 20429 1700 G Street, N.W., Fifth Floor (202) 389-4473 Washington, D.C. 20401 Washington, D.C. 20552 (202) 275-3050 800-424-5488(toll tree) (202) 377-6237 Subscriptions Federal Emergency Federal Maritime Com- Superintendent of Documents Management Agency mission Subscription Research Section Govemment Printing Office Emergency Preparednes, Self- Office of Informal Inquiries and Washington, D.C. 20402 Protection Complaints (202) 275-3054 Look in your telephone directory under "U.S. Federal Maritime Commission Government, Federal Emergency Manage- 1100 L Street, N.W. International Trade Com- ment Agency." If it does not appear, contact Washington, D.C. 20573 mission the Federal Information Center (FIC) nearest (202) 523-5807 you (see page 75). If the FIC is unable to International Trade Commission help you, write or call: 701 E Street, N.W., Room 160 Federal Reserve System, Washington, D.C. 20436 Office of Public Affairs Board of Governors of (202) 523-0161 Federal Emergency Management Agency the Washington, D.C. 20472 Interstate Commerce (202) 646-4600 Look in your telephone directory under Commission "U.S. Government, Federal Reserve Sys- Federal Insurance Administration tem, Board of Govemors" or "Federal Re- Office of Compliance and Federal Emergency Management Agency serve Bank." If it does not appear, contact Consumer Assistance Washington, D.C. 20472 the Federal Information Center (FIC) Interstate Commerce Commission (202) 646-4080 nearest you (see page 75). If the FIC is Washington, D.C. 20423 800-638-6- -I(toll free) unable to help you, write or call: (202) 275-7148

Office of Disaster Assistance Division of Consumer National Consumer Programs and Community Affairs Cooperative Bank Federal Reserve Board Look in your telephone directory under "U.S Washington, D.C. 20551 Communications Officer Government, Federal Emergency Manage- (202) 452-3946 National Consumer Cooperative Bank ment Agency." If it does not appear, contcct 1630 Connecticut Avenue, N.W. the Federal Information Center (FIC) nearest Federal Trade Commis- Washington, D.C. 20009 you (see page 75). If the FIC is unable to (202) 745-4757 lp you, write or call: sion National Credit Union Office of Disaster Assistance Programs Look in your telephone directory under "U.S. Federal Emergency Management Agency Government, Federal Trade Commission." If Administration Washington, D.C. 20472 it does not appear, contact the Federal Infor- (202) 646-3642 mation Center (FIC) nearest you (see page Look in your telephone directory under "U.S. 75). If the FIC is unable to help you, write or Government, National Credit Union Adminis- call: tration."If it does not appear, contact the U.S. Fire Administration Federal Information Center (FIC) nearest Federal Emergency Management Agency For Complaints: you (see page 75). If the FIC is unable to National Emergency Training Center Correspondence Branch help you, write or call: 16825 S. Seton Avenue Federal Trade Commission Emmitsburg, Maryland 21727 6th and Pennsylvania Avenue, N.W. National Credit Union Administration (301) 652-6080 or 6180 Room 692 1776 G Street, N.W. Washington, D.C. 20580 Washington, D.C. 20456 (202) 357-1000

71 78 SELECTED FEDERAL AGENCIES

National Labor RelationsSmall Business Veterans Administration Board Administration For information about VA medical care or Office of the Executive Secretary Offk.e of Consimer Affairs benefits, contact your nearest VA facility. National Labor Relations Board Small Business Adm:nistration Look in your telephone directory under "U.S. Room 701 1441 L Street, r .W., Room 503D Government, Veterans Administration (VA)" 1717 Pennsylvania Avenue, N.W. Washington, D.C. 20416 for the VA Regional Office or VA Medical Washington, D.C. 20570 (202) 653-6170 Center serving your area. If it does not ap- (202) 254-9430 pear, contact the Federal Information Center (FIC) nearest you (see page 75). If the FIC is Tennessee Valley unable to help you, contuct: Nuclear Regulatory Authority Commission Consumer Affairs Service Citizen Action Office Veterans Administration Office of Public Affairs Tennessee Valley Authority 810 Vermont Avenue, N.W. Nuclear Regulatory Commission 400 West Summit Hill Drive Washington, D.C. 20420 Washington, D.C. 20555 Knoxville, Tennessee 37902 (202) 389-2843 (301) 492-7715 (615) 632-4402 800-362-9250(ton freeTennessee) Departmont of Medicine and Office of the Federal Reg- 800-251-9242(toll freeAlabama, Surgery ister Arkansas, Georgia, Kentucky, Mississippi, Communications and Inquiries Staff (101B) North Carolina, Virginia) Veterans Administration National Archives and Records 810 Vermont Avenue, N.W. Administration United States Postal Washington, D.C. 20420 Office of the Federal Register Service (202) 389-3314 Washington, D.C. 20408 (202) 523-5240 Chief Postal Inspector Department of Memorial Affairs United States Postal Service Office of Chiet Memorial Affairs Director Pension Benefit Guaranty Washington, D.C. 20260-2100 (40A2) (202) 268-4267 Veterans Administration Corporation 810 Vermont Avenue, N.W. For the consumer's convenience, all Postal Washington, D.C. 20420 2020 K Street, N.W. Offices and mail carriers have postagefree (202) 389-2396 Washington, D.C. 20008 Consumer Service Cards available for re- (202) 254-4817 porting mail problems and submitting com- Department of Veterans Benefits ments and suggestions. If the problem can- Veterans Assistance Service (27) Postal Rate Commission not be resolved using the Consumer Service Veterans Administration Card or through direct contact with the local 810 Vermont Avenue, N.W. Office of the Consumer Advocate Post Office, then contact: Washington, D.C. 20420 Postal Rate Commission (202) 389-2567 Washington, D.C. 20268 Consumer Advocate (202) 789-6830 United States Postal Service Washington, D.C. 20260-6320 President's Committee (202) 268-2284 on Employment of the Handicapped Public Relations Office President's Committee on Employment of the Handicapped 1111 20th Street, N.W. Washington, D.C. 20036 (202) 653-5044 U.S.. Railroad Retirement Board 1111 844 Rush Street Chicago, Illinois 60611 Health Fraud (312) 751-4500 1.If claims sound too good to be true, they probably are. Be especially cal: Securities and Exchange tious about ads offering "miracle cures" that are available only from one source. Commission 2. Check with your doctor, pharmacist, or other health professionals before buying unfamiliar or unusual health care products or programs. For instance, Office of Consumer Affairs and so far, medical science has found no cure for arthritis. information Services 3.If you are attempting lose weight without exercising, you must reduce your Securities and Exchange Commission caloric intake. If you want to "tone up," you must exercise. Be wary of prod- 450 5th Street, N.W. ucts, devices, or programs that promise unreaiistic or easy results. Washington, D.C. 20549 4. Be aware that fraudulent health-care products can rob you of more than your (202) 272-7440 money. They can steal your health and even your life by detouring you from appropriate health care treatment. 72 79 Military Commissary andExchar4.., Contacts

Military commissary and exchange facilities patrons who need assistancein resolving a proNem should first contact the storemanager. If the problem is not resolved, the next contact should be the regional headquarters. Thethird level of assistance is the U.S. Headquarters office. Complaints should bereferred to this office only if they cannot be settled at the local or regional level. Listedbelow are addresses for regional and U.S. Headquarters offices of all themilitary commissary and exchange services.

Army Commissary Service HO AFCOMS Northwest Region Regional Headquarters: Commissary Division Director Det 14 AFCOMS/FC NAVRESSO Field Support Office Commander, USATSA Mc Chord AFB Washington 98438-6290 Norfolk Region Western Commissary Region (206) 984-3941 Attn: DALOTAWZ Naval Supply Center Building Z-101 Fort Lewis, Washington 98433 HO AFCOMS South Central Region Norfolk, Virginia 23512 (206) 967-3364 Det 5 AFCOMS/FC (804) 444-3356 Lack land AFB Texas 78236-5000 Director, USATSA (512) 671-2981 Commissary Division Director Midwest Commissary Region Attn: DALOTAMZ HQ AFCOMS Southeast Region NAVRESSO Field Support Office Oakland Region Fort Sam Houston, Texas 78234 Det 11 AFCOMS/FC Naval Suppy Center (512) 221-5684 Charleston AFB South Carolina 29404-6290 Building 310-5E (803) 554-3184 Oakland, California 94625 Director, USATSA (415) 452-2283 Northeast Commissary Regic Attn: DALOTANZ HO AFCOMS Southwest Region Commissary Division Director Fort Meade, Maryland 20755 Det 17 AFCOMS/FC Navy Resale and Services Support Office (301) 677-4932 Luke AFB Arizona 85309-6290 (602) 848-8900 -atuxent River Region Field Support Office Detachmer' Director, USATSA Patuxent River, Maryland 20670 Southeast Commissary Region L. Headquarters: (301) 863-3552 Attn: DALOTAL-- Z HO AFCOMS Directorate of Operations Fort Lee, Virginia 23801 HO AFCOMS/DO (804) 734-4666 Commissary Division Director Kelly AFB, Texas 78241-6290 NAVRESSO Field Support Office (512) 925-7344 Pensacola Region U.S. Headquarters: Pensacola, Florida 32508 U.S. Army Troop Support Agency (904) 452-4243 Diroctorate of Commissary Operations Navy Commissary Service Fort Lee, Virginia 23801 (804) 734-3600 Regional Headquarters: Commissary Division Director Commissary Division Director NAVRESSO Field Support Office Navy Commissary Store San Diego Region Air Force Commissary Service Corpus Christi Region P.O. Box 150 Regional Headquarters: Corpus Christi, Texas 78419 San Diego, C7,Pomia 92136 HQ AFCOMS California RPgion (512) 939-3177 (619) 696-6091 Det 16 AFCOMS/FC Norton AFB California 92409-6290 Commissary Division Director Commissary Division Director (714) 382-4671 NAVRESSO Field Support Office NAVRESSO Field Support Office Davisvilie Region Seattle Region HO AFCOMS DeltaGulf Region Davisville, Rhode Island 02852 2801 "C" Street S.W. Det 8 AFCOMS/FC (401) 294-9541 Auburn, Washington 98001 Maxwell AFB Alabama 36112-6290 (206) 523-1846 (205) 293-5466 Commissary Division Director Navy Commissary Store U.S. Headquarters: HO AFCOMS North Central Region Great Lakes Region Navy Resale and Services Support Office Det 20 AFCOMS/FC Great Lakes, IIHnois 60088 Fort Wadsworth Offutt AFB Nebraska 68113-6290 (312) 689-8201 Staten Island, New York 10305 (402) 294-4815 (202) 390-3700 Commissary Division Director HO AFCOMS Northeast Region NAVRESSO Field Support Office Det 12 AFCOMS/FC Jacksonville Region Langley AFB Virginia 23555-6290 Jacksonville, Florida 32212 (804) 766-1371 (904) 772-2562

73 so MILITARY COMMISSARY AND EXCHANGE CONTACTS

Marine Corps Commissary Exchange Division Director Marine Corps Exchange Service Navy Resale and Services Support Office Marine Corps Development and Education Field Support Office Command If efforts to resolve your problem at the Box 2050, Bldg. 107 Quantico, Virginia 22134 local level fail, write directly to U.S. Head- Mechanicsburg, Pennsylvania 17055 (703) 640-6151 quarters: (717) 790-7017

Headquarters, U.S. Marine Corps Marine Corps Exchange Exchange Division Director Marine Corps Air Station Directorate, Facilities and Services, Com- Navy Resale System missary Operations Cherry Point, North Carolina 28533 Field Support Office Washington, D.C. 20380 (919) 447-7041 Naval Supply Center (202) 694-8616 Bldg. Z-101 Marine Corps Exchange Norfolk, Virginia 23512 Marine Corps Base Army and Air Force Exchange (804) 440-2300 Service Camp Lejeune, North Carolina 28547 (919) 451-2481 Regional Headquarters: Exchange DiOsion Director Navy Resale and Services Support Office Field Support Office Marine Corps Exchange Alamo Exchange Region Marine Corps Logistics Support Base, Box 13, Naval Air Station 5315 Summit Parkway Atlantic Jacksonville, Florida 32212 San Antonio, Texas 78228 Albany, Georgia 21704 (904) 777-7075 (512) 647-2801 (912) 435-1471

Exchange Division Director Capitol Exchange Region Marine Corps Exchange Navy Resale and Services Support Building 6, Cameron Station Marine Corps Recruit Depot Office Alexandria, Virginia 22304-6200 Parris Island, South Carolina 29905 (202) 2/4-7549 Field Support Office Naval Station (803) 525-3301 P.O. Box 150 Golden Gate Exchange Region San Diego, California 92136 Marine Corps Exchange P.O. Box 3533 (619) 237-5600 Marine Corps Air Station San Francisco, California 94119-3553 El Toro (415) 556-3400 Santa Ana, California 927u9 Exchange Division Director (714) 559-2226 Navy Resale and Services Support Office Ohio Valley Exchange Region Field Support Office Indiana Army Ammunition Plant Building 310-5E Marine Corps Exchange Building 2501 Naval Supply Center Marine (,orps Air Station Charlestown, Indiana 47111 Oakland, California 94625 Yuma, Arizona 85364 (812) 283-1801 (415) 466-7000 (602) 726-2294

Southeast Exchange Region Exchange Division Director Marine Corps Exchange 1280 Kershaw Street Navy Rele and Services Support Office Marine Corps Base Montgomery, Alabama 36196-2901 Field Support Office Twentynine Palms, Califor '2278 205) 264-7301 2801 T" Street S.W. (714) 368-6384 Auburn, Washington 98001 U.S. Headquarters: (206) 931-7665 Marine Corps Exchange Headquarters, Army and Air Force Marine Corps Base Exchange Service U.S. Headquarters: Camp Pendleton, California 92055 HQ AAFES (714) 725-6233 Attn: Customers Relations (PA-R) Navy Resale and Services Support Office P.O. Box 660202 Fort Wadsworth Marine Corps Exchange Dallas, Texas 75266-0202 Staten Island, New York 10305 Marine Corps Recruit Depot (212) 390-3700 San Diego, California 92140 Navy Exchange Service (714) 297-2500 Marine Corps Exchange Regional lisadquarters: Service U.S. Headquarters:

Exchange Division Director Regional Headquaiters: Marine Corps Exchange Service Navy Resale and Services Support Office Marine Corps Exchange P.O. Box 1834 Field Support Office Headquarters Battalion, HQMC Quantico, Virginia 22134 Davisville, Rhode Island 02852 Henderson Hall (703) 640-6156 (401) 294-9541 Arlington, Virginia 22214 (703) 979-8420

Marine Corps Exchange Camp Elmore U.S. Marine Corps Norfolk, Virginia 23511 (804) 423-1187

s 74 Federal Informatisn Centers

If you have questions about any service or agency in the FederalGovernment you may want to call the Federal Information Center (FIC) nearest you for a free callor minimum long-distance charge. FICs are prepared to helpconsumers find needed information or locate the right agency for help with problems.

Alabama Kentucky Ohio Birmingham (205) 322-8591 Louisville (502) 582-6261 Akron (216) 375-5638 Mobile (205) 438-1421 Cincinnati (513) 684-2801 Louisiana Cleveland (216) 522-4040 Alaska New Orleans (504) 589-6696 Columbus (614) 221-1014 Anchorage (907) 271-3650 Dayton (513) 223-7377 Maryland Toledo (419) 241-3923 Arizona Baltimore (301) 962-4980 Phoenix (602) 261-3313 Oklahoma Oklahoma City (405) 231-4868 Massachusetts Tulsa (918) 584-4193 Arkansas Boston (617) 223-7121 Little Rock (501) 378-6177 Oregon Michigan Portland (503) 221-2222 California Detroit (313) 226-7016 Los Angeles (213) 894-3800 Grand Rapids (616) 451-2628 Sacramento (916) 551-2380 Pennsylvania San Diego (619) 293-6030 Minnesota Phladelphia (215) 597-7042 San Francisco (415) 556-6600 sburgh (412) 644-3456 Santa Ana (714) 836-2386 Minneapolis (612) 349-5333 Missouri Rhode Island Colorado St. Louis (314) 425-4106 Providence (401) 331-5565 Colorado Springs (303) 471-9491 From elsewhere in Missouri Denver (303) 236-7181 Tennessee Pueblo (303) 544-9523 (800) 392-7711 (toll free) Chattanooga (614.65-8231 Memphis (901) 521-3285 Nebraska Nashville (615) 242-5056 Connectir. Omaha (402) 221-33E3 Hartford (203) ... 2617 New Haven (21, b24-4720 From elsewhere in Nebraska (800) 642-8383 (toll free) Texas Austin (512) 472-5494 Florida Dallas (214) 767-8585 Ft. Leuderdale (305) 522-6531 New Jersey Newark (201) 645-3600 Fort Worth (817) 334-3624 Jacksonville (904) 354-4756 Trenton (609) 396-4400 Houston (713) 229-2552 Miami (305) 350-4155 San Antonio (512) 224-4471 Orlando (305) 422-1800 St. Petersburg (813) 893-3495 New Mexico Utah Albuquerque (505) 766-3091 Tampa (813) 229-7911 Salt Lake City (601) 524-5353 West Palm Beach (305) 833-7566 New York Albany (518) 463-4421 Virginia Georgia Norfolk (804) 441-3101 Buffalo (716) 846-4010 Atlanta (404) 221-6891 Richmond (804) 643-4928 New York (212) 264-4464 Roanoke (703) 982-8591 Hawaii Rochester (716) 546-5075 Syracuse (315) 476-8545 Honolulu (808) 546-8620 Washington Seattle (206) 442-0570 North Carolina Tacoma (206) 383-5230 Illinois Charlotte (704) 376-3600 Chicago (312) 353-4242 Wisconsin Indiana Milwaukee (414) 271-2273 Gary (219) 883-4110 Indianapolis (317) 269-7373 Warranties Iowa From all points in Iowa 1. Compare the terms and conditions of warranties on (800) 532-155e (toll free) products or services before you buy. Consider: - duration of the warranty Kansas labor and shipping costs From all points in Kansas - conditions for repair, replacement, or refund (800) 432-2934 (toll free) 2. Keep your sales slip and warranty in a safe place. 75 82 Services for Handicapped Persons

Operator Services United States Senate National Institute of Handicapped Research Washington, D.C. 20510 330 C Street, S.W. (202) 224-4049 TDD Room 3431, MES Building Hearing and speech impaired people who (202) 224-4048 Voice Washington, D.C. 20201 use a Telecommunications Device for the (202) 732-1198 Deaf (known as TDD or TTY) can get help U. S. Congress with calls made from a TDD to a TDD by Washington, D.C. 20515 Office for Civil Rights using the following service: (202) 225-1904 v/TDD Office of Program Review and Assistance Division of External Technical Assistance Tot-my Operator Services Architectural and Transporta- 330 C Street, S.W. 801i-855-1155 (toll frk-le) tion Barriers Compliance Room 5613, MES Building Board Washington, D.C. 20202 The TDD operator can help you if you Room 1010, MES Building (202) 732-1467 have Telecommunications Devices for the 330 C Street, S.W. Deaf to make: Washington, D.C. 20201 Office of Public Affairs Credit card calls (if you have a telephone (202) 245-1801 330 C Street, S.W. (202) 245-1591 credit card) Room 5120, MES Budding (202) 472-2700 Collect calls (calls paid for by the person Washington, D.C. 20202 you are calling) (202) 245-8717 Third number telephone calls (calls billed Department of Agriculture Central Employment and Selective Place- to a number other than the one you are Office of Deafness and Communicative ment Otfice Disorders (RSA) calling to or from) 14th Street and Independence Avenue, 330 C Street, S.W. Third number telephone calls (calls billed S.W. Room 3414, MES Building to a number other than the one you are Room 1078 South Washington, D.C. 20202 calling to or from) Washington, D.C. 20250 .202) 245-0591,0574,0504 Person-to-person calls (calls to a specific (202) 447-2436 person) Rehabilitation Services Administration Calls from a hotel or motel Equal Employment Opportunity Office 330 C Street, S.W. Calls from a coin phone (only credit card, 14th Street and Independence Avenue, Washington, DC 20202 collect or bill to third number calls) S.W. (202) 732-1298 TDD Auditors Building, Room 2405 Washington, D.C. 20250 The TDD operator can also help you: Handicapped Concerns Staff (202) 447-7327 Get the number if you have a problem 330 C Street, S.W. with a call Room 3124, MES Building Meat and Poultry Hotline Get assistance for problems with calls Washington, D.C. 20202 Food Safety and Inspection Service (202) 472-3731 Get telephone numbers that you cannot Room 1163, South Building find in the telephone book Washington, D.C. 20250 Department of Education Report problems with your telephone (202) 447-3333 Regional Offices 800-535-4555 (toll free) The TDD operator cannot interpret voice to TDD or TDD to voice. Region IConnecticut, Maine, Mas- Department of Commerce sachusetts, New Hampshire, Rhode 14th Street and Constitution Avenue, N.W. Island, Vermont Remember, most calls made with the help Room 1894 Office for Civil Rights of an operator are more expensive. So dial Washington, D.C. 20230 140 Federal Street calls yourself when you can to save (202) 377-5588 Boston, Massachusetts 02110 money. (617) 233-1111 Consumer Pi oduct Safety Commissic n Federal TDD Numbers Rehabilitation Services Administration 1111 18th Street, N.W. John F. Kennedy Federal Building Washington, D.C. 20207 Room E-400 Many Federal departments and agencies 800-492-8104 (toll freeMaryland) Boston, Massachusetts 02203 have telephone numbers for your use if 800-838-8270 (toll free elsewhere) (617) 223-6820 you have a Telecommunications Device for the Deaf (TDD). Department of Education Region IINew York, New Jersey, Executive Office of the Presi- Puerto Rico, Virgin Islands dent Captioning and Media Ser- Office for Civil Rights The White House Vces 26 Federal Plaza 1600 Pennsylvania Avenue, N.W. 330 C Street SW New York, New York 10278 Washington, D.C. 20500 Washington, DC 20202 (212) 264-9464 (202) 456-6213 (202) 732-1177 76 8.i SERVICES FOR HANDICAPPED PERSONS

Rehabilitation Services Administration Region IXArizona, California, Social Security Administration Missouri 26 Federal Plaza Hawaii, Nevada, Guam, Trust Te:ri- only: New York, New York 10278 tory of Pacific Islands, American 4300 Goodfellow Blvd. (212) 264-4714 Samos St. Louis, Missouri 63120 Office for Civil Rights 800-325-0778 TDD Region IIIDelaware, Maryland Penn- 1275 Market Street 800-392-0812 TDD sylvania, Virginta, West Virginia Dis- San Francisco, California 94103 trict c; 4.1olumbla (415) 556-1933 Environmental Protection Technical Assistani- Office Agency Gateway Building Rejlon XAlaska, Idaho, Oregon, Civil Rights Office 3535 Mark,.: Street Weshington 401 M Street, S.W. Philadelpl:,a, Pennsylvania 19101 Office for Civil Rights Washington ITC 20460 (215) 596-6794 2901 Third Avenue (202) 382-4535 TDD Mail Stop 106 Rehabilitation Services Administration Seattle, Washington 98121 Equal Employment Opportu- Gateway Building (206) 442-4542 nity Commission 3535 Market Street, Room 3350 1900 E Street, N.W. Philadelphia, Pennsylvania 19101 Rehabilitation Services Administration Washington, DC 20415 (215) 596-0319 2901 3rd Avenue (202) 632-6272 v/TDD Mail Stop 106 Region WAlabama, Florida, Geor- Seattle, Washington 98121 Federal Bureau of Investiga- gia, Kentucky, Mississippi, North Car- (206) 442-4442 tion olina, South Carolina, Tennessee Technological Office Office for Civil Rights Federal Communications 9th and Pennsylvania Avenue, N.W. 101 Marietta Street Commission Washington, DC 20535 Atlanta, Georgia 30323 1919 M Street, N.W. (202) 324-2333 TDD (404) 221-2010 Washington, D.C. 20554 (202) 632-6999 Federal Communications Rehabilitation Services Administration Commissar' 101 Marietta Street Department of Health and Consumer Ass:-. unce Office Atlanta, Georgia 30323 Human Services 1919 M Street, N.W. (404) 221-2010 Handicapped Employment Program Washington, DC 20554 200 Independence Avenue, S.W. (202) 632-6999 TDD Region VIllinols, Indiana, Michigan, Washington, D.C. 20201 Minnesota, Ohio, Wisconsin (202) 245-6568 Federal Trade Commission Rehabilitation Services Administration Public Reference Branch 160 North LaSalle Office of Civil Rights 6th and Pennsylvania Avenue, NM. Reci., 1020 200 Independence Avenue, S.W. Washington, DC 20580 Chicago, Illinois 60601 Washington, D.C. 20201 (202) 523-3638 TDD (312) 793-3040 (202) 472-2916 General services Administra- Region VIArkansas, Louisiana, New National Library of Medicine, NIH tion Mexico, Oklahoma, Texas 8600 Rockville Pike National Archives and Records Service Office for Civil Rights Rockville, Maryland 20857 8th and Porinsylvania Avenue, N.W. 1200 Main Tower 301-496-5511 TDD Washington, UC 20408 Dallas, Texas 75202 (202) 523-0774 TDD (214) 767-6599 Food and Drug Administration 200 C Street, S.W. Department of refsing and Rehabilitation Services Administration Room 1825 Urban Develop., Int 1200 Main Tower Washington, D.C. 20204 1 Seventh Street, S.W. Dallas, Texas 75202 (202) 245-1284 Washington, D.C. 20410 (214) 767-2961 (202) 426-6030 Public Health Service Region Villowa, Kansas, Missouri, 5600 Fishers Line Interstate Commerce Com- Nebraska Room 5B07 mission Office for Civil Rights Park lawn Building Constitution Avenue and 12th Street, N.W. 324 East 11th Street Rockville, Maryland 20857 Washington, DC 20011 24th Floor (301) 443-4229 (202) 275-1721 TDD Kansas City, Missouri 64106 (316) 374-5025 Food and Drug Administration National Park Service 5600 Fishers Lane Special Prcgrams Branch Region VIIIColorado, Montana, Room 12803 Washington, DC 20013-71237 North Dakota, South Dakota, Utah, Park lawn Building (202) 343-3679 v/TDD Wyoming Rockville, Maryland 20857 Office for Civil Rights (301) 443-1818 1961 Stout Street National Park Service Denver, Colorado 80294 George Washington Memorial Parkway (303) 844-3417 Social Security Administration McLean, Virginia 22101 6401 Secuntv Boulevard (703) 285-2620 v/TDD Baltimore, Maryland 21235 Rehabilitation Services Mministration 800-325-0788 (toll free) 1961 Stout Street Catoctin Mountain Park Denver, Colorado 80294 Fairmont, Maryland 21788 (303) 844-2135 (301) 663-9330 v/TDD 8 4 77 SERVICES FOR HANDICAPPED PERSONS

Frederick Douglass Home 'Fecurities and ?Exchange Books for Blind and 1411 W Street, S.E. Commission Washington, DC 20020 Personnel Physical:ivmdicapped (202) 426-5Q63 v/TDD 450 cl,`, Street, N W. Persons Roe. I Department of Interior Washington, D.C. 20549 (202) 272-2552 The Library of Congress has a free reading Clara Barton House program for blind and physically MacArthur Boulevard 11.:.-dicapped individuals and offers brailled Glen Echo, Maryland 20768 Small Business Administra- and recorded books and magazines to (301) 492-6296 v/TOD tkm persons who cannot hold a book or see 1441 L Street, N.W. well enough to read regular print. Special Old Stone House Washington, DC 20416 playback eqmii7ment is available on a load 3051 M Street, N.W. (202) 653-7561 TDD basis from the Library of Congress and Washington, DC 20007 cassettes and recordings on discs can he (202) 426-6851 v/TDD Department of Transportation ordered from about one hundred sixty 400 Seventh Street, S.W. cooperating libraries. Anyone who is Department of Justice Washington, D.C. 20590 medically certified as unable to hold a book Equal Employment Opportunity Office (202) 755-7687 or read ordinary print because of a visual 10th Street and Constitution Avenue, N.W. handicap can borrow these materials Washingto., D.C. 20F30 postage-free and return them in the same National Highway Traffic Safety Administra- manner. (202) 633-3696 tion 400 Seventh Street, S.W. Fo, more information, send name and Coordination and Review Sectir ,3 Room 61.T5 address to: 320 1st Street, N.W. Washington, D.C. 20590 (202) 426-2989 VilasNngtc)ri, DC 20530 National Library Service for the Blind and (20'') TLiD Physically Handicapped Department of the Treasury The Library of Congress Library of Congress 15th Street and Per.nsylvania Avenue, Washington, D.C. 20542 1st Street and Independence Avenue, S.E. N.W. Washington, D.C. 20F 4`.. Washington, D.C. 20226 Recording for the Blind (RFB) is a national (202) 287-6200 (202) 287-4097 nonprofit service organization that provides free cassettes of educational textbooks to Merit Systems Protection Internal Revenue Service medically certified ind viduals. Eligibility Board 1111 Constitution Avenue, N.W. extends to visually, physically, and 1120 Vermont Avenue, N.W. Washington, D.C.:. 20224 perceptually handicapped individuals. One Washington, DC 20419 00-382-400 (toll freeIndi....a) of RFB's special services is a collection of (202) 653S896 TOD 800-428-4732 (toll free elsewhere) cassettes of a wide variety of consumer publio.ations from the Federal Government. Telecommunications Center Office of Personnel For mare information and an application Management 15th and Pennsylvania Avenue, N.W. contact,: Federal Job Information Center Washington, DC 20020 1900 E Street, N.W. (202) 566-2673 TDD Stuant ServicesCI Washington, D.C. 20415 Recording for the Blind, Inc. (202) 632-6063 Bureau of the Pubiic Debt 20 RosIel Road 13th and C Street, S.W. Princeton, New Jersey 08540 alective Pla,lement Program Division Washington, DC 20590 (609) 4L2- 36J6 1q00 E Street, N.W. (202) 287-4087 TDD 800-221-4792 (toll free outside New

FT m 7H17 JersW Wdshington, D.C. 20415 United States Infurmation (202) 632-9594 Agency Equal Opportunity Pmsident's Committee on 301 4th Street, S.W. Employment of the Washington, DC 20547 Handicapped (202) 485-7157 v/TDD 1111 209- Street, N.W., Suite 600 Washington, D.C. 20036 (202) 653-5112

78 State Vocational and RehabilitationAgencies

State vocational rehabilitation agencies are responsible for coordinating and providing services for eligible handicapped individuals relating toemployment. Included among the services are counseling, evaluation, training,equipment in some cases, and placement. Orientation and mobility services to the blind, as well as speech and hearing therapy ore also available. Additionally, theseagen- cies coordinate referrals for qualified daab:ud person: ,nterested inemployment 11"in business 1111.% and industry.

Alabama California District of Columbia Lamona H. Lucas P. Cecilk, Fontanoza, Ph.D. Vernon E. Hawkins Director, Division of Director, Deoartment of Rehabilitation Administrator Rehabilitation & Crippled 830 K Street Mall D. C. Rehabilitation Children Service Sacramento, California 95814 Services Administration P.O. Box 11586 (916) 445-3971 Commission on Social S:±Nices Montgomery, Alabama 36111 Department of Human Services (205) 281-8780 Colorado 605 G Street, N.W., Room 1101 M?rk E. Litvin, Ph.D. Washington D.C. 20001 Alaska Di7ector, Division of Rehabilitation (202) 7r Michael C. Morgan Depailmen, of Social SeMces Director, Division of 1575 ,Sierman Street, 5th Floor Fsda Vocational Rehabilitation Denver, Colorado 80203 Ms Lani Deauville Pouch F, MS 0581 (303) 866-2652 U.r- ,:tor Juneau, Alaska 99811 Office of Vocaticnal Rehabilitation (907) 465-2814 CoAnecticut :'epartment of Health & Rehabilitative Marilyn Campbell, Ph.D. Services American Samoa Associate Commissioner 1317 Winewood Boulevard John J. Banks State Dopartment of Education Tallahassc Florida 32301 Director, Vocational Rehabilitation Division of Vocational Rehabilitation (904) 488-6210 Department of Manpcvver Resource - 600 Asylum Avenue P.O. Box 3492 HP.rttord, Connecticut 06105 Donald H. Wedewer American Samoa Goverrni (.,,Of3; 566-4440 Director, ..)ivision of Blind Snrvices Page Pago, American Samoa 96799 Department of Education 011684-63:)-480S William E. Patton, ACSW 2540 Executive Center Circlo, W Director, Board of Education & Services for Douglas cli.."ding Arizona the Blind Tallahassee, Florida 32301 Thomas G. Tyrrell 4.70 Ridce Road (904) 488-1330 Administrator Wethel wield, Connecticut 06109 Rehabilitation Services Administration (203) 566-5800 Georgia Department of Economic Security Thomas R. Gaines 1300 W. Washington Street Director, Division of Rehabilitation Services Phoenix, Arizona 85007 Delaware Tony Sokolowski Department of Human Services (602) 255-3332 Director, Division of Vocational RE:. 878 Peachtree Street, N.E. tic Room 706 Arkansas Delaware '3'wyn Institutes, 4th Floor Atlanta, Georgia 30309 James C. Hudson 321 East, 11th Street (404) 894-6670 Commissioner Wilmington, Delcware 19801 Division of Services for the Blind (302) 571-2850 Guam Department of Human Services Rosa Salas P.O. Box 3237 Norman Balot Director, Dept. of Vocational Rehabilitation Little Rock, Arkansas 72201 P.O. Box 2113 (501) 371-2587 Director, Division for the Visually Impaired Department of Health & Social Services Government of Guam 305 W. 8th Street Agana, Guam 96910 E. Russell Baxter, Commissioner Wilmington, Delaware i 9801 011671-646-9468 Rehabilitation SeMcca Division (302) 571-3333 Department of Human Services Hmaii P.O. Box 3781 ioshio Nishioka Little Hock, Arkansas 72203 Administrator, Division of Vocational Reha- (501) 371-2571 bilitation & Services for the Blind Department of Social Services P.O. .3ox 339 86 Honolulu, Hawaii 96809 79 (808) 548-4769 STATE VOCATIONAL AND RIMASILITATION AGENCIES

Idaho Louisiana Minnesota George Pelletier Lester Soileau William Niederloh Administrator Director Acting Assi-.: lit Commissioner for Voca- Division of Vocational Rehabilitation Division of Vocational Rehabilitation tional Rehabilitation Len B. Jordan Building, Room 150 Department of Health & Human Resources Division of Vocational Rehab. 650 West State P.O. Box 44371 Department of Economic Security Boise, Idaho 83720 Baton Rouge, Louisiana 70804 5th Floor (208) 334-3390 (504) 342-2285 390 N. Robert Street St. Paul, Minnesota 55101 Howard J. Barton, Jr. Jerry Swearingen (612) 296-1822 Administrator, Idaho Commission for the Director Blind, Statehouse Division of Blind Services C. Stanley Potter Boise, Idaho 83704 Office of Human Development Director, State Services for the Blind, Divi- (208) 334-3220 Department of Health & Human Resources sion of Rehabilitation Services 1755 Florida Street Department of Human Services Illinois Baton Rouge, Louisiana 70802 1745 University Avenue Susan S. Suter (504) 342-5284 St. Paul, Minnesota 55104 Director, Illinois Department of Rehabilita- (612) 296-6080 tion Services Maine 623 r. Adams Street Ms. Diana Scully Mississippi Springfield, Illinois 62706 Director, Bureau of Re. cr Services Jerry Sawyer (217) 782-2093 Department of Health & Director, Vocational Rehabilitation Division 32 Winthrop Street P.O. Box 1698 Indiana Augusta, Maine 04330 Jackson, Mississippi 39205 Jean Merritt (207) 269-2266 (601) 354-6825 Director, Indiana Rehabilitation Services P.O. Box 7070 Maryland J. Elton Moore, Ph.D. Indianapolis, Indiana 46204 Richard A. Batterton Director, Vocational Rehabilitation for the (317) 232-6503 Assistant State Superintendent Blind Division of Vocational Rehabilitation P.O. Box 4672 Iowa State Department of Education Jackson, Mississippi 39216 Jerry L. Starkweather 200 W. Baltimore Street (601) 354-6412 Associate Superintendent & Director Baltimore, Maryland 21201 Rehabilitation Education & Services Branch (301) 659-2294 Missouri Department of Public Instruction Don L. Gann, Ed. 510 E. 12th Street Massachusetts Assistant Commissioner Des Moines, Iowa 50319 Charles Crawford State Department of Education (515) 281-4311 Commissioner, Division of Vocational Rehabilitation Commission for the Blind 2401 E McCarty Nancy A. Norman 110 Tremont Street, 6th Floo. Jefferson City, Missouri 65101 Director Boston, Massachusetts 02108 (314) 751-3251 Commissioner for the Blind (617) 727-554 4th and Keosauqua David S. Vogel Des Moines, Iowa 50309 Elmer C. Bartels Deputy Directorector (515) 283-2601 Commissioner, Bureau for the Blind Rehabiiitation Commission Division cf Family Serlices Kansas 11th Floor Statler Ohice Building 619 E. Capitol Joan B. Watson 20 Providence &root Jeff erson City, Missouri 65101 Commissioner of Rehabilitation Servirns Boston, Massachusetts 02116 (314) 751-4249 Department of Social & Rehabilitation Ser- (617) 727-2172 vices Montana 2700 W. 6th, Brd le Building 2nd Floor Michigan W. R. Donaldson Topeka, Kansas 6C5tici Peter Griswold Aoministrator, Department of Social & Re- (913) 296-3911 State Director for Rehabilitation habilitation Services Bureau of Vocational Rehabilitation Rehabilitative Services Division Kentucky Dept. of Education P.O. Box 4210 Pans Hopkins P.O. Box 30010 Helena, Montana 59601 Assistant Superintendent of Rehabilitation Lansing, Michigan 48909 (406) 444-3434 Department of Education (517) 373-0683 Bureau of Rehabilitative Services Nebraska Capital Plaza Office Tower Philip E. Peterson Jason D. Andrew, Ph.D. Frankfort, Kentucky 40601 Director, Commissioner for the Blind Assistant Commissioner & Director (502) 564-4440 Department of Labor Division of Rehabilitative Services 309 N. Washington Square State Department of Education Charles W. McDowell Lansing, Michigan 48909 301 Centennial Mall, 6th Floor Director, Bureau of Blind Services (517) 373-2062 Lincoln, Nebraska 68509 Education and Arts Cabinet (402) 471-2961 427 Versailles Road Frankfort, Kentucky 40601 James S. Nyman, Ph D. (502) 564-4754 Director, Services for the Visually Impaired Department of Public Institutions 4600 Valley Road Lincoln, Nebraska 68510-4844 80 (402) 471-2891 8 7 STATE VOCATIONAL AND REHABILITATION AGENCIES

Nevada Herman 0. Gruber Rhode Island Del Frost Director, Division of Services for the Blind Edward J. CarleY Administrator Department of Human Resources Administrator, Vocational Rehabilitation Rehabilitation Division 309 Ashe Avenue Services Department of Human Resources Raleigh, North Carolina 27606 Division of ComMunity Services Kinkead Building, 5th Floor (919) 733-9822 40 Fountain Street 505 E. King Street Providence, Rhode Island 02903 Carson City, Nevada 89710 (401) 421-7005 (702) 885-4440 North Dakota James 0. Fine Division Director John BaMford New Hampshire Division of Vocational Rehabilitation Administrator Bruce A. Archambault State Capitol Building Department of SOcial & Rehabilitation Ser- Chief, Division of Vocational Rehabilitation Bismarck, North Dakota 58505 vices, Services for the Blind & Visually State Department of Education (701) 224-2907 Impaired 101 Pleasant Street, State Office Park, 46 Aborn Street South Ohio Providence, Rhode Island 02903 Concord, New Hampshire 03301 Robert L. Rabe (401) 277-2300 (603) 271-3121 Administrator, Rehabilitation Services Commission South Carolina New Jersey 4656 Heaton Road Joseph S. Dusenbury George R. Chizmadia Columbus, Ohio 43229 Commissioner, Vocational Rehabilitation Director, Division ^` Voca.tional (614) 438-1210 Department Rehabilitation services P.O. Box 15 Labor & Inoustry Building, Room 1005 1410 Boston Avenue John Fitch Plaza Oklahoma James A. West, Ph.D. West Columbia, South Carolina 29171 Trenton, New Jersey 08625 Assistant Director (803) 758-3237 (609) 292-5937 Division of Rehabilitative and Visual Ser- vices William K. Jamas (Mrs.) Norma Farrar Krajczar Department of Human Services Commissioner, Commission for the Blind Executive Director P.O. Box 25352 1430 Confederate Avenue Commission for the Blind am %;,s ially Oklahoma City, Oklahoma 73125 Columbia, South Carolina 29201 Impaired (405) 521-3646 (803) 758-2595 1100 Raymond Boulevard Newark, mew Jersey 07102 (201) 64-2324 Oregon South Dakota Joil Southwell John E. Madigan Administrator, Division of Vocational Reha- Secretary, Division of Nehabilitative New Mexico bilitation Services Orlando Giron Department of Human Resources Department of Vocational Rehabilitation Director, Division of Vocational 2045 Silverton Road, N.E. State Office Building, Illinois Street Rehab Nation Salem, Oregon 97310 Pierre, South Dakota 57501 Departmsnt of Education (503) 378-3850 (605) 773-3195 604 W. Sart Santa Fe, N Nt.ir:r-) 87503 Charles Young (505) 476-5::? Tennessee Administrator, Ccinniission for the Blind Sherry Harrison 535 S.E. 12" Avenue Assistant Commis%oner New York Portland, Oretgon 97214 Division of Rehabilitation Services Richard M. Switze7, Deputy Commissioner (503) 238-8380 1808 W. End Building, Pm 900 for Vocational Rehabilitation rashvilie, Tennessee 27203 The New York State Education Dept. t-115) 741-2521 Office of Vocational Rehabilitation Pennsylvania George C. Lowe, Jr. 99 Washington Ave., Room 1907 Executive Director Albany, New York 12234 Texas Office of Vocational Rehabilitation (518) 474-2714 Vernon M. &Tell Labor & Industry Building Commissicner, TeXas Rehabilitation 7th arid Forster Streets Commission Jack L. Ryan, Jr. Harrisburg, Pennsylvania 17120 118 E. Riverside Drive Director, State Department of Social (717) 787-5244 Austin, Texas 78704 Services, Commission for the Blind & (512) 445-8100 Visually Handicapped Joseph A. Snyder 10 Eyck Office Building 40 North Pearl Street Commissioner, Bureau of Blindness & Vis- John C. Wilson ual Services Albany, New York 12243 Executive Director Department of Public Welfare (518) 473-1801 State Commission for the Blind Capital Association Building, Room 300 P.O. Box 12866, Capitol Station P.O. ..x 2675 Austin, Texas 78711 North Carolina Harrisburg, PenosOvanie 17120 (512) 475-6810 Claude A. Myer (717) 787-6176 Director. Division of Vocational Trust Territory Flehabilitation Services Puerto Rico Department of Human Resources Risong Matsutaro Angel L. Jimerez State Office Chief, Vocational Rehabilitation Division Assistant Secretary tor Vocational Rehabili- P.O. Box 26053 Office of the High Commissioner tation Raleigh, North Carolina 27611 Department of Education Department of Social Services (919) 733-3364 Trust TerritOry of the Pacific Islands P.O. Box 1118, Buiiding 10 Saipan, Manana Island 969:Z Hato Rey, Puerto Rico 00919 011670-9870 (809) 725-1792 8 81 STATE VOCATIONAL AND REHABILITATION AGENCIES

Manny Villagomez Virgin Islands West Virginia Chief, Vocational Rehabilitation Sedonie Halbert Earl W. Wolfe Division, Commonwealth of Northern Director, Division of Vocational Rehabilita- Director, Division of Vocational Rehabilita- Mariana Island tion tion Saipan, Mariana Island 96950 Dopt. of Social Welfare State Board of Vocational Education 011670-654 P.O. Box 550 State Capitol Complex St. Thomas, Virgin Islands 00801 Charleston, West Virginia 25305 Utah (809) 774-0930 (304) 348-2375 Judy Buffmire, Ph.D. Administrator, Division of Rehab! 'ation Virginia Wisconsin Services Altamont Dickerson, Jr. Patricia Kallsen State Office of Education Commissioner, Department of Rehabilita- Administrator 250 E. 5th South tive Services Division of Vocational Rehabilitation Salt Lake City, Utah 94111 4901 Fitzhugh Avenue Department of Health & Social Services (801) 533-5991 P.O. Box 11045 1 West Wilson, 8th Floor Richmond, Virginia 23230 P.O. Box 7852 Warren Thompson (804) 257-0316 Madison, Wisconsin 53702 Director, Services r.ir the Visually Handi- (608) 266-2168 capped William T. Coppage State Office of Ziducation Commissioner, Department for the Visually Wyoming 309 E. First South Hand c.'pped Robert D. Dingwall, Ed. Sait Lake City, Utah 84111 397 Azt. .a Avenue Administrator (801) 532-9393 Richmond, Virginia 23227 Division of Vocational Rehc .,on (804) 264-3140 Department of Health & Sociat :Services Vermont 326 Hathaway Building Richard C. Douglas Washington Cheyenne, Wyoming 82002 Director, Vocational Rehabilitation Division Leslie James (307) 777-7385 Osgood Building, Waterbury Complex Director, Division of Vocational Rehabilita- 103 S. Main Street tion Waterbury, Vermont 05676 State Office Building, No. 2 (802) 241-2189 Department of Social & Health Services P.O. Box 1788 (MS 21C) David Mentasti Olympia, Washing!on 98504 Director, Division for the Blind & Visually (206) 753-0293 Impaired Osgood Buiiding, Wate.bury Complex Paul Dziedzic 103 S. Main Street Director, Department of Services for the Waterbury, Vermont 05676 Blind (802) 241-2211 921 Lakeridge Drive, 2nd Floor Mail Stop SW-21 Olympia, Washington 98502 (206) 754-1224

Contracts

1. Never sign cnything you do not understand. 2. Be sure that what the salesperson promises is what the contract says. 3. Don't sign a. contract if a promoter or retailer is reluctant to let you have another person review it first. 4. Never sign a contract with unfilled spaces. Draw lines 14,-!1 blank spaces. 82 81 Index

Aid to Families With Dependent Children Aniitrust This alphabetical index will help you find State or local Public Welfare or Social Department oi Justice, Antitrust the right organization to contact about Services Offices (Consult local Division 69 yourcomplaint.Firstlookforthe phone directory) Federal Trade Commission 71 specific topicsuch as Automobile In- AIDS Hotline 68 Apartments surancethat you're having a problem Air Freight, hazardous cargoes SEE Housing (general) with. Under that topic heading, you'll Department of Transportation, Federal Appliances (general) find listed one or more contacts, fol- Aviation Administration 70 Corporate Consumer Contacts lowed by the Handbook page number Airlines Major Appliance Consumer Action where you'll find their address. The con- International Airline Passengers Panel (MACAP) 37 tact most ,ikely to help you is listed first. Association 38 SEE ALSO Appliances, safety; If you get no satisfaction, then go on Department of Transportx Jr', Office Energy Efficiency Labeling down the list to the next, and so on. of Community and Consumer Affairs Appliances, safety Most common topic areas are listed (1-44) 70 Consumer Product Safety Commission here. Sometimes, an entry will tell you Air Pollution 67 to SEE another entry for the list of con- SEE Conservation/Environment; Associations, Trade 38 Indoor Air Quality tacts. SEE ALSO references direct you Automobile Insurance to other topics that may be related to Air Safety Insurance Information Institute 38 your problem arid may help you pinpoint Department of Transportation, Federal State Insurance Regulators 61 Aviation Administration 70 the right contact. The inr* also lists all Automobile Manufacturers Corporate International Airline Passengers Contacts 24 the sections in the Ha.l.if:rook, individ- Association 38 Automobile Safety ual trade associations, and Federal Air Travel Auto Safety Hotline 70 Governmeot agencies and their subdi- SEE Travel (general) visions. National Highway Traffic Safety .11111!, Aircraft Noise Level Standards Administration 70 SEE Noise Level Standards for Automobiles, newdefects, sales, and Aircraft warranties Alcoholic Beverages Automobile Manufacturers Corporate Distilled Spirits Council of the United Contacts 24 ACTION 67 States 36 Automotive Consumer Action Program Action M Wine Institute 29 (AUTOCAP) 37 AdminiF, of the United Department of the Treasury, Bureau of Better Business Bureaus 32 St; Alcohol, Tobacco, and Firearms 70 Industry Third-Party Dispute Ad,iis. nt and deceptive iei native Fut;:s Resolution Programs 37 State Energy Conservation Offices State and local Consumer Protection State ark, ,.cal Consumer Protection (Consult local phone directory) Offices 40 Offices 40 SEE ALSO Conservation/ Federtl Trade Commission 71 National Advertising Division of the Environment; Solar Energy SEE ALSO Information Stickers on Council of Better Business Bureaus Amateur and Radio-Telephone Operator New Cars; Motor Vehicles 39 Permits (general); ilecalls, automobiles Federal Trade Commission 71 SEE Radio, amateur and and automobile equipment; SEE ALSO Mail Fraud and radio-telephone operator permit Repairs and Repair Fadlities; Safety Standards for Domestic Misrepresentation; Radio/TV Political examinations and Foreign Vehicles Advertising American Apparel Manufacturers Aging Association 38 Automobiles, useddefects, sales, nnd warrantie: ACTION 67 American Col!ectors Association 38 AUTOCAP 37 State Commissions and Offices on American Council of Life Insurance 38 Aging 56 State and local Consumer PrcOcf,on Ame ican Health Care Association 38 Department of Health and Human Offices 40 Services, Administration on Aging Ame ican Hospital Association 38 Federal Trade Commission 71 68 American Hotel and Motel Association 38 SEE ALSO Motor Vehicles SEE ALSO Social Security Benefft (general); Odometer Tampering; American Meat Institute 38 Recalls, actlmobiles and Agriculture, Department of American Movers Conference 38 automobile equipment; Repairs Agricultural Marketing Service 67 American Public Transit Association 38 and Repair Facilities Animal Care Staff, Veterinary Services 67 American Society of Travel Agents, Inc. 38 Automotive Consumer Action Program (AUTOCAP) 37 Cooperative Extension Service 67 American Textile Manufacturers' Institute Farmers Home Administration 67 38 Banks (general) Federal Crop Insurance Corporation AMTRAK 67 SEE Banks, nationally chartered; 67 Animals Banks, state chartered, members of the Federal Reserve; Banks, state Food and Nutrition Service 67 SEE Humane Societies; Humane chartered, not members of the Human Nutrition Information Service Treatment and Interstate Shipment Federal Reserve but insured by 67 of Animals; Importation of Prohibited FDIC; Credit Unions, federally Mr at and Poultry Hotline 67 Animals; Quarantine of Animals Office of the Consumer Advisor 67 chartered; Electronic Fund Transfer; Savings and Loan Institutions 90 83 INDEX

Banks, nationally chartered (banks with the Carpet and Rug Institute 38 SEE ALSO Cable Television; word "national" or initials N.A. in their Carpets (new and installation) Radio; Radio/TV Broadcasting; names, and District of Columbia Carpet and Rug Institute 38 Radio, TV, and Telephone banks) Cars Interference; Telephone and Department of the Treasury, SEE Automobiles Telegraph (general) Comptroller of the Currency 70 Charitable Organizations, reports on competition Banks, state chartered SEE Antitrust State Banking Authoritis: 54 Council of Better Brliness Ekureaus 32 Chemical Spills Complaint. Bon1/4s, .,tatcx chartered, members of the How to Handle Your Own Complaint 2 Federal Resrve System Department ot TranspL, teflon, National Response Center 70 How to be a Smart Consumrr 1 State Banking Authorities 54 Sources of Help 4 Child Abuse Federal Reserve System, Board of Writing a C.-mplaint Letter 2 Governors of the 71 National Center on Child Abuse and Neglect 88 Computers, home Banks, state chartered, not members of the Electronic Industries Association 38 Federal Reserve but insured by FDIC .iId Support Condominium Conversion State Banking Authorities 54 Department of Health and Human State and local Consumer Protection Federal Deposit Insurance Corporation Services, Office of Child Support Offices 40 71 Enforcement 68 Conservation/Environment Better Business Bureaus 32 Children's Sleepwear State Energy COnservation Offices Better Hearing Institute 38 American Apparel Manufacturers Association 38 (Consult local phone directory) Bicycle Safety Consumer Product Safety Commission Environmental Protection Agency, Consumer Product Safety Commission 07 Public Inquiries Center 70 67 SEE ALSO Alternative Fuels; Citizen and Amateur Radio Chemical Spills; Emission Control Black Lung Benefits SEE Radio, citizen and amateur Department of Labor 69 Standards; Energy (general); Energy Civil Rights (general) Blind, books for Efficiency Labeling; Fuel Economy Department of Justice, Civil Rights Standaras; Fuel Economy Testing SEE Services for Handicapped Division 69 Persons and Labeling; Fuel Saving Commision on Civii Rights 67 Devics/Additives; Noise Level Blue Cross and Blue Shield Associations, Department of Health and Human Standards for Aircraft; Oil Spills; Ind. 38 Services, Office for Civil Rights 68 Ride Sharing; Solar Energy SEE ALSO Discrimination in Ating Safety Consular Services (items purchased in Department of Transportation, United Housing; Discrimination in Jobs; foreign countnes) Unfair Labor Practices; Verterans States Coast Guard, Office of Department of State, Overseas Benefits Boating, Public arid Consumer Citizens Services 70 Affairs 70 Civil Rights, Commission on 67 SEE ALSO Cruises Consumer Credit Counseling Services Clothing National Foundation for Consumer Bonds American Apparel Manufacturers Credit 39 SEE Stocks/Bonds Association 38 Consumer Electronics AmrZdfl Broadcasting Textile Manufacturers Electronic Industries Association SEE Radio/TV Broadcasting ,isttute 38 Consumer Groups, private and voluntary 6 Brokers, stocks/bonds btir. al Association of Hosiery Consumer Information National Association of Securities Dealers, Inc. 37 Clottir I'r Labeling Consumer Information Center 67 SEE ALSO Stocks/Bonds Federal frade Commission 71 Consumer Information Center 67 Bus Baggage, Rates, and Service Collection Agenciet, Consumer Product Safety Commission 67 Interstate Commerce Commission 71 American Collectors Association 38 Cooperative Extension Service 87 Bus Safety (intercity and charter) SEE ALSO Credit; Credit Corporate Consumer Contacts 7 Counseling Department of Transportation, Federal Correspondence Courses Highway Administration 70 Commerce, Department of National Home Study Council 39 Business Opportunities Commissioner of Patents and Federal Trade Commission 71 SEE Franchises/Business Trademarks 67 SEE ALSO Education (general) Opportunities Not.iorai Bureau of Standards 67 National Marine Fisheries Service 67 Cosmetics Cable Television Office of Consumer Affairs 87 Department of Health and Human Federal Communications Commission Office of Metric Programs 68 Services, Food and Drug 70 Administration 68 Commissary, Military 73 SEE ALSO Radio/TV Broadcasting Courts, Small Claims Camera Stores, Products, and Services Commission on Civil Rights V SEE Small Claims Courts Photo Marketing Association 39 Commodity Futures Trading Credit Cancer Hotline 68 Commodity Futures Trading Federal Trade Commission 70 Commission 67 Cargo SEE ALSO Banks; Creak Unions; SEE Air Freight, hazardous cargoes; Commodity Futures Trading Commission Savings and Loans (If they are Highway Freight, hazer!: ..1 67 involved with th6 complaint) cargoes; Rail Freight, hazardous Common Carrier Credk Counseling cargoes; Rail Freight, rates, SEE Telephone and Telegraph National Foundation kr Consumer services, and claims; Truck Freight; (general) Credit 39 Waterways, hazardous freight; Communication$ (general) SEE ALSO Collection Agencies; Waterways, inlandfreight Federal Communications Cemmi ;ion Credit shipments 70

84 9 INDEX

Credit Unions, federally chartered Drugs, illegal traffic on high seas Energy Efficiency Labeling National Credit Union Administration Department of Transportation, United Department of Energy, Conservation 71 States Coast Guard 70 and Renewable Energy Inquiry and Crop Insurance Drugs, packaging and labeling Referral Service 68 State Insurance Regulators 59 Department of Health and Human Federal Trade Commission 71 Department of Agriculture, Federal Services, Food and Drug SEE ALSO Appliances (general); Crop Insurance Corporation 67 Administration 68 Appliances, safety; Cruises Drycleaning Conservation/Environment Federal M satime Commission 71 State and local Consumer Protection Environment Centers for Disease Control (for Offices 40 SEE Conservation/Environment complaints about unsanitary Education (general) Environmental Protection Agency conditions) 68 Local School Board or School National Pesticide SEE ALSO Boating Safety; Travel Superintendent, State Boards of Telecommunications Network 70 Agents; Vacation Package Tours Education (Consult local phone Office of Emergency and Remedial Customs directory) Response Superfund 70 Department of the Treasury, United Department of Education. Office of Office of Mobile Sources 70 States Customs Service 70 Public Participation and Special Office of Private and Public Sector Debts Concerns 68 Uaison 70 SEE Credit; Credit Counseling; Wages SEE ALSO Correspondence Office of Public Affairs 70 Deceptive Advertising Practices Courses; Employment and Job Public Information Center 70 SEE Advertising Training; Federal Indian Soho; Toxic Substances Control Act (TSCA) Assistance Office 70 Dentists System; School Lunch Prograu. Standards; Services for State Dental Association or Licensing Equal Employment Handicapped Persons; Student Boards (Consult local phone SEE Discrimination in Jobs Aid; Trade and Vocational directory) Equal Employment Opportunity Schools; Veterans Benefits Dependent Children Commission 70 Education, Department of SEE Aid to camilies With Dependent Exchange Services, Military 73 Clearing House on the Handicapped Children 88 Fabrics (general) Detergents Consumer Affairs Staff 68 American Textile Manufacturers' SEE Soap Federal Student Financial Aid Program Institute 38 Direct Marketin Association 38 68 SEE ALSO Fabrics, clothing/fabric labeling; Fabrics, flammability; Direct Selling Assodation 38 Office of Public Affairs 68 Fabrics, upholstery and drapery Electronic Fund Transfer (EFT) Disability Benefits Fabrics, flammability SEE Black Lung Benefits; Social Federal Reserve System, Board of Governors of the 71 Consumer Product Safety Commission Security Benefits; Veterans Benefits 67 Disasters Federal TradeCOMITL-,sion 71 Electronic Industries Assuciation 38 Fabrics, upholstery and drapery Federal Emergency Management American Textile Manufacturers' Agency, Office of Disaster Emergency Preparedness, self-protection Institute 38 Assistance Fiograms 71 Federal Emergency Management Agency 71 Federal Agencies Discnminaflen in Housing SEE Selected Federal Agencies Department of Housing and Urban Emission Control Standards, automobiles Development, Office of Fair Housing Environmental Protection Agency, Federal Communications Commission 70 end Equal Opportunity 69 Office of Mobile Sources 70 Federal Deposit Insurance Corporation 71 lEE ALSO Civil Rights Employment Agencies Federal Eme,,ancy Management Agency Discrimination in Jobs National Association of Personnel 71 Equal Employment Opportunity Consultants 39 Federal Energy Regulatory Commission 71 Commission 70 State and local Consumer Protection Federal Home Loan Bank Board 71 Department of Labor 69 Offices 40 Federal Indian School System SEE ALSO Civil Rights; Unfair Employment and Job Training Labor Practices Department of the Interior, Bureau of Department of Labor, Employment and Indian Affairs 69 Distilled Spirits Council of the United Training Administration 69 Federal Information Centers 75 States 38 SEE ALSO Veterans Benefits Federal Maritime Commission 71 Doctors Energy (general) SEE Physicians Department of Energy, Division nt Federal Register, Office of the 72 Door-to-Door Sales Consumer Affairs 68 Federal Regulations Direct Selling Association 38 Department of Energy. rechnicai Office of the Federal Register, State and local Consumer Protection Information Ceoter 68 National Archives and Racc -ds Offices 40 Federal Energy Regulatory Administration 72 Federal Trade Commission 71 Commission 71 Federal Reserve System, Board of Drugs (general) Tennessee Valley Authority 72 Governors of the 71 Pharmaceutical Manufacturers SEE ALSO Alternative Fuels; Federal .irade Commission 71 Association 39 Conseivation/Environment; Solar Energy Fire Hazards, safety, indoor Department of Health and human Consumer Product Safety Commissio;i Services, Food and Drug Energy, Department of (generally limited to complaints Administration 68 Conservation and Renewable Energy about smoldehrig fires involving SEE ALSO Pharmacies Inquiry and Referral Service 68 mattresses, bedding, upholstered Drugs, dangerous and narcotics Consumer Ingulhes, Weatherization furniture, and fabrics) 67 Assistance 68 Department of Justice, Drug Fire Hazards, safety, indoor and outdoor Enforcement Adm!nistration 69 Division of Consumer Affairs 68 Technir2.1 Information Center 60 Federal Emergency Management Agency, U.S. Fire Administration 71

85 9 2 INDEX

Fire Insurance Better Business Bureaus 32 Handicapped Persons State Insurance Regulators 59 International Franchise Association 38 SEE Services for Handicapped Firearms Federal Trade Commission 71 Persons Department of the Treasury, Bureau of Fraudulent Advertising How to Handle Your Own Complaint 2 Alcohol, Tobacco and Firearms 70 SEE Advertising Hazardous Cargoes Fish/Fish Products Freight SEE Air Freight; Highway Freight; Rail Department of Commerce, National SEE Air Freight; Highway Freight; Rail Freight, hazardous cargoes; Marine Fisheries Service 67 Freioht, hazardous cargoes; Rail Waterways, hazardous freight Flammable Fabrics roll, rates, services, and claii Health (general) SEE Fabric, flammability Truck Freight; Waterways, inlanc American Health Care Association 38 freight shipments; Waterways, Flood Insur,11.. Department of Health and Human hazardous freight Feder_41 -..',1,crg«:4 Management Services, National Health Fuel Economy Standards for Automc Information Clearinghouse 68 Iv ' cans and Light Trucks I lealthy Mothers, Healthy Babies D.-!,c.irient of Agriculture, Farmers Department of Transportatio7. Nional Coalition 68 Home Administration 67 Highway Traffic Safety SEE ALSO Drugs; Health Administration 70 Food and Drug Administration 68 Maintenance Organizations (HMOs); Food and Nutrition (general) Fuel Economy Testing and Lab.91ing, Health Spas; Hearing Aids; Hospital automobiles Natiorvi Food Processors Association Services; Immunizations; Job Safety 39 Environmental Protection Agency. and Health; Medicaid: Medical Office of Public Affairs 70 Devices; Medical Records; Department of Agriculture, Food and Nutrition Service 67 Fuel Saving Devices/Additives, Medicare; Modigap; Nursing Homes; Pharmacies; Physical Fitness; Department of Agriculture, Office of automobiles the Consumer Advisor 67 State and local Consumer Protection Second Surgical Opinion; Services for Handicapped Persons; Veterans Department of Health and Human Offices 40 Benefits Services, Food and Drug Federal Trade Commission 71 Admi'estration 68 Environmental Protection Agency, Health and Human Services, Department SEE ALSO Fish/Fish Products; Public Information Center 70 of Food Grading; Food Labeling, Department of Energy, Division of AIDS Hotline 68 Quality, and Safety; Food Packaging Consumer Affairs 68 Administration on Aging 68 and Labeling, Quality, and Safety; Fuels, alternative Cancer Hotline 68 Food Stamps; School Lunch SEE Alternative Fuels Centers for Disease Control 68 Program Standards Funerals and Funeral Directors Division of Long-Term Care, Health Food Grading Funeral Service Consumer Action Care Financing Administration 68 Food and Drug Administration 68 Department of Agriculture, Agricultural Program (ThanaCAP) 37 Marketing Service 67 State and local Consumer Protection Handicapped Infants Hotline 68 Offices 40 Heakh Care Financing Administration Food Labeling, Quality, and Safety (meat 68 and poultry) Federal Trade Commission 71 SEE ALSO Veterans Benefits Health Maintenance Orgar.izations 68 American Meat Institute 38 Healthy Mothers, Healthy Babies Department of Agriculture, Food Funeral Service ronsumer Action Proram Coalition 68 Safety and Inspection Service, Meat (ThanaCAP) ".7 Inspector General's Hotline 68 and Poultry Hotline 67 Furniture National Center on Child Abuse and SEE ALSO Food and Nutrition Furniture Ind!7' L Advis ,, Neglect 68 Food Packaging and Labeling, Quality, and Panel (Fr: 37 Nationnl Health Information Safety (except meat and poultry) Consumer Proo: : -aty Cnmmission Clearinghouse 68 Department of Health and Human (complaints a mout smoldering fires Office for Civil Rights 68 Services, Food and Drug involving mattre3ses, bedding, Office of Child Support Ei1;ircement Administration 68 upholstered furniture, and fabrics) 68 SEE ALSO Food and Nutrition 67 President's Council on Physical Food, processed Furniture Industry Consumer Advisory Fitness and Sports 68 National Food Processors Association Panel (FICAP) 37 Runaway Hotline 68 39 Futures Second Surgical Opinion Program 68 SEE ALSO Food and Nutrition; SEE Commodity Futures Trading Social Security Administration 68 U.S. Public Health Service 68 Food Packaging and Labeling, Garnished Wages Quality, and Safety SEE Wages Health Insurance Food Quality Blue Cross-Blue Shield Associations, Gas Heating Systems Inc. 38 SEE Food Packaging and Labeling, SEE Heating System Safet,,, ga3 Quality, and Safety; Food Labeling, ith Insurance Association of Quality, and Safety Gasoline Pumps America 38 SEE Weights and Measures Food Safety Health Insurance Association of America SEE Food Labeling, Quality, and General Services Administration 71 38 Safety; Food Packaging ano Govemment Printing Office 71 Health Maintenance Organizations {HMOs) Labeling, Quality, and Safety Government Publications Departmer of Health and Human Food Stamps Consumer Information Center 67 Services, Health Maintenance Local Public Welfare or Social Service Govemment Prinung Office, C;ganizations 68 Office (Consult local phone Superintendent of Documents 71 Health Spas directory) Grading, food State and local Consumer Protection Department of Agriculture 67 SEE Food Grading Offices 40 Franchises/Business Opportunities Haodicapped Infants Hotline 68 Federal Trade Commission 71 State and local Consumer Protection Offices 40

86 93 INDEX

Hearing Aids Interstate Land Sales Registrafk1f Interference, radio, TV, telephone State and local Consumer Protection Division 68 SEE Radio, TV, and Telephone Offices 40 Manufactured Housing and Interference Better Fearing Institute 38 Construction Standards Division 68 Interior, Department of the Federa; Trade Commission 71 Office of Fair Housing and Equal Department of Health and Human Bureau of Indian Affairs 69 Opportunity 69 National Park Service 69 Services, Food and Drug Office of Single Family Housing 69 Administration 68 United States Fish and Wildlife Service Office of Urban Rehabilitation 69 69 Hearing Impairad Title I Insurance Division 69 Office of the Secretary and Other SEE Services fc;..d Housing, discrimination Bureaus 69 Persons SEE Discrimination in Housing Internal Revenue Service 70 Heating System Safety, gas fired Housing, migrant International Airline Passengers Consumer Product Safety Commission SEE Migrant Housing $7 Association 38 Humane Societies International Franchise Association 38 riighway Design and Construction (Consult local phone directory) Siandards SEE ALSO Humane Treatment and International Mail Department of Transportation, Federal Shipment of Animals; Importation SEE Mail, International, duty Highway Administration 70 of Prohibited Animals; Quarantine assessment Highway Freit:h., hazardous cargoes of Animals International Trade Commission 71 Department of Transportation, Federal Humane Treatment and Interstate Interstate Commerce Commission 71 Highway Administration 70 Shipment of Animals Interstate Land Sales Home Furnishings Department of Agriculture, Veterinary SEE Land Sales SEE Carpets; F.rics (general); Fire Services 67 Investments Hazards; Furniture; Paint Dealers; SEE ALSO Humane Societies; SEE Brokers, stocks/bonds; Paints; Wall Coverings Importation of Prohibited Animals; Commodity Futures Trading; Home Improvement Loans Quarantine of Animals Franchises/Business Opportunities; Department of Housing and Urban Illegal Drugs Mutual Funds; Stocks/Bonds Development, Title I Insurance SEE Drugs, dangerous and narcotics; Job Safety and Health Divisiones Drugs, illegal traffic on high seas Department of Labor, Occupational Home Improvements Immigration and Naturalization Safr.:ty and Hoalth Administration 69 State and local Consumer Protection Department of Justice, Immigration Job To,Ming Offices 40 and Naturalization Service 69 *;EE Employment and Job Training SEE ALSO Advertising; Appliances; Immunizations SEE ALSO Veterans Benefits Product Quality; Remodeling; Personal Physician, School Nurse, Justice, Dsprrnant of Warranties Local School System, or Local Civii .sion, Office of Consumer Home Loans Health Department (consult local Litigation 69 Federal Home Loan Bank Board 71 phone directory) Division 69 SEE ALSO Banks; Credit; FmHA Department of Health and Human Drw, E7:forcement Administration 69 Loans; Veterans Benefits Services, Centers for Disease Pureau of Invectigatio 69 Homeownors Insurance Control 68 ;01--.2"ori -170 Naturalizatior, ;ervice Insurance Information :-.4stitute 38 Importation of Prohibited Am: ,s 69 Department of Housing and Urban Department of the Interior, United Labeling Development, Title I Insurance States Fish and Wildlife Service 69 SEE Clc t!. io7,cs LaOel ; Division 69 SEE ALSO Humane Societies; Cosmetics; 1.. packaging and Homes, mobile Humane Treatment and Shipment labeling; Energy Efficiency Labeling; SEE Mobile Homes of Animals; Quarantine of Animals Food Labeling, Quality, and Safety; Hosy Indoor Air Quality Food Packaging and Labeling, SEE Clothing Consumer Product Safety Commission Quality, and Safety 67 Hospital Services Labor, Department of SEE ALSO Air Pollution American Hospital Association 38 Bureau of Labor-Man..:..imt Hotels Industry Third-Party Dispute Resolution Relations and Coo; .,,at,ve Programs 37 American Hotel and Motel Association Programs 69 38 Information Stickers on New Cars Coordinator of Consumer Affairs 69 Employ'rent and Training Hotline Media Programs 4 Department of Justice, Office of Consumer Litigation 69 Administration 69 Household Goods SEE ALSO Automobiles, new Employment Standards Administration SEE Moving and Storage In-home Sales 69 Housing (general) SEE Door-to-Door Sales Mine Safety and Health Administration State and local Consumer Protection Inspector General's Hotline 68 Offices 40 Safety and Health Manufactured Housing Institute 38 Insurance (general) Administration 69 National Associatinn of Home Builders State Insurance Regulators 59 Office of the Assistant Secrete./ for 39 American Council of Life Insurance 38 Veterans' Employment and Training industry Third-Party Dispute Insurance Information Institute 38 69 Resolution Programs 37 SEE ALSO FmHA Insured Loans; Office of Pension and Welfare Benefit Dvartment of Housing and Urban Health Insurance; Auto, Crop, Programs 69 Development 68 Fire, Flood, Homeowners Office of Labor-Management SEE ALSO Single-Family Housing Insurance; Workers Standards 69 Housing and Urban Development, Compensation; Veterans Benefits Denartment of insurance Information Institute 38

9 4 87 INDEX

Labor Practices Consumer Servi .:e Card or through f e .,cie Commission 71 Department of Labor, Coordinator of direct cor tact with the local Post Consumer Affairs 69 Money M. . Funds Office, write the United States SEE Mutual Funds Department of Labor, Employment Postal Service Consumer Advocate) Standards Administration 69 Local Postmaster (Consult local Money-back Guarantees SEE ALSO Civil Rights; Employment phone directory) SEE Warranties/Money-back and Job Training; Job Safety and U.S. Postal Service, Consumer Guarantees Health; Labor-Management Advocate 72 Mortgage Lending Standards; Mine Safety and Health; Mailing Lists, name addition SEE Banks; Credit; Savings and Loan Unitair Labor Practices; Wages; Mail Preference Service, Direct Institutions Wolters' Compenstation Marketing Association 38 Moteis Labor-Management Standards Mailing Lists, name removal SEE Hotela Department of Labor, Office of Mail Preference Service, Direct Motor Vehicles (general) Labor-Management Standards 69 Marketing Association 38 Department of Transportation, Labor, unfair practices Major Appliance Consumer Action Panel Consumer Affairs Officer 70 SEE Unfair Labor Practices (MACAP) 37 SEE ALSO Automobile Safety; Automobiles, new; Automobiles, Land Sales, interstate commerce or Manufactured Housing Institute 38 through the mail used; On-road Motor Vehicle Safety; Department of Housing and Urban Marketing Abuses Tires Development, Interstate Land Sales SEE Unfair Merchandising Techniques Motor Vehicles, advertising Registration Division 68 Mass Transit Systems SEE Advertising (general) Federal Trade Commission 71 SEE Transporation Motor Vehicles, emission control SEE ALSO Real Estate Practices, Measurement SEE Emission Control Standards Real Estate Settlement Procedures SEE Weights and Measures Moving and Storage Lawyers 6 Meat. American Movers Conference 34 Lagai Aid and Legal Services 6 American Meat Institute 38 Industry Third-Party Dispute Legal Services Corporation 6 SEE ALSO Food Labeling, Quality, Resolution Programs 37 and Safety LicensMg Boards, occupational and Interstate Commerce Commission 71 professional 5 Meat and Poultry Hotline 67 Mutual Funds Life Insurance Media Programs 4 Securities and Exchange Commission 72 State Insurance Regulators 59 Medicaid American Council of Life Insurance 38 Local Public Welfare or Social Narcotics Loans Services Offices (Consult local SEE Drugs, dangerous SEE Banks; Credit; FmHA Insured phone directory) National Advertising Division of the Council Loans; Home Improvement Loans; Medical Devices oi Better Lusiness Bureaus 39 Home Loans; Veterans Benefits Department of Health and Human National Association of Home Builders 39 Long-term Care Services, Food and Drug NaConal Association of Hosiery SEE Nursing Homes; Social Services; Administration 68 Manulacturers 39 Medical Records Veterans Benefits National Association of Peisonnel Magazines State and local Consumer Protection Consultants 39 Publishers Clearing House 39 Offices 40 State dental, medical, and hospital National Association of Securities Dealers, Mai: Fraud and Misrepresentation associations (Consult local phone Inc. 39 Local Postmaster or Postal Inspector directory) National Association of Trade and United States Postal Service, Chief Technical Schools 39 Postal Inspector 72 Medicare National AUTOCAP Administrator 37 SEE ALSO Advertising, fraudulent Local Social Security Office (Consult and deceptive practices local phone directory) National Consumer Cooperative ank 71 Department of Health and Human National Credit Union Administration 71 Mail Orders. merchandise ordered through Services, Health Care Financing National Decorating Products Association the mail, unordered merchandise, late Administration 68 delivery 39 Medigap Local Postmaster or Postal Inspector National Food Processors Association 39 Direct Marketing Association 38 Department of Health and Human Services, Health Care Financing National Foundation for Consumer Credit State and local Consumer Protection 39 Offices 40 Administration 68 United States Postal Service, Ch:ef Migrant Housing Nationai Futures Association 39 Postal Inspector 72 Departmert of Labor, Occupational National Home Study Council 39 Federal Trade Commission 71 Safety and Health Administration 69 National Labor Relations Board 72 Mail, international, chty assessment Mil:tory Commissary and Exchange National Tire Dealers and Retreaders Department of the Treasury, United Contacts 73 Association 39 States Customs Service 70 Mine Safety and Health National Trade and Professional Mail, rate setting Department of Labor, Mine Safety and Associations of the U.S. and Canada Postal Rate Commission 72 Health Administration 69 Labor Unions 4 Mail, service and products (For the Minimum Wage National Turkey Federation 39 SEE Wages consumer's convenience, all Post Natural Resources Offices and mail carders have Mobile Homes, durability and safety Department al the Interior, Oiiice of postage-free Consumer Service standards the Secretary and other Bureaus 69 Cards available for reporting mail Manufactured Housing Institute 38 problems and submitting comments Department of Housing and Urban Naturalization ana suggestions. If the problem Development, Manufactured SEE Immigration and Itituralization cannot be resolved using the Housing and Construction Standards New Cars Division 68 SEE Automobiles

88 95 . INDEX Noise Level Standards for Aircraft Pension Benefit Guaranty Corporation 72 Publishers Clearing House 39 Local Airport Authorities (Consult local Pension Plcil phone directory) Pyramid Schemes Railroad Retirement Board, U.S. 72 Securities and Exchange Commission Department of Transportation, Federal Pension Benefit Guaranty Corporation Aviation Administration 70 72 72 Federal Trade Commission 71 Nuclear Power Plant Preparedness Department of Labor, Office of State Office of Emergency Program Services 69 Quarantine of Animals Preparedness or local Civil Defense SEE ALSO Veterans Benefits, State Agriculture Departments Office (Consult local phone Social Security Benefits (Consult local phone directory) Department of Health and Human directory) Pesticides, Health and Safety Nuclear Power Plants, licensing, regulation, Services, Centers for Disease Environmental Prciection Agency, Control 68 and site inspection National Pestide SEE ALSO Humane Societies; Nuclear Regulatory Commission 72 Telecommuntations Network 70 Humane Treatment and Shipment of Nuclear Regulatory Commission 72 Pets/animals Animals; Importation of Prohibited Nursing Homes SEE Animals Animals American Health Care Association 38 Pharmaceutical Manufacturers Association Radio, amateur and radio telephone State Commissions and Offices on 39 Aging % operator permit examinations Pharmacies Federal Communications Commission Department of Health and Human State Licensing Board (Consult local 70 Services, Health Care Financing phone directory) Radio, citizen and amateur Administration, Division of SEE ALSO L'rugs (general); Drugs, Federal Communications Commission Long-Term Care 68 packaging and labeling SEE ALSO Social Services; 70 Photo Finishing Veterans Benefits Radio/TV Broadcasting SEE Cameras Occupational and Professional Licensing Federal Communications Commission Boards 5 Photo Marketing Association 39 70 Odometer Tampering Physical Fitness SEE ALSO Cable Television State and local Consumer Protection President's Council cr. Physical Radio/TV Political Advertising Offices 40 Fitness and Sports 68 Federal Communications Commission Department of ..Justice, Office of SEE ALSO Health Spas 70 Consumer Liiigation 69 Physical Handicaps SEE ALSO Advertising, fraudulent Department of Transportation, Nationai SEE Services for Handicapped and deceptive practices Highway Traffic Safety Perrons Radio, TV, Telephone interference Administration 70 Physicians Federal Communications Commission Oil Spills State Medi:al Association or Licer.sing 70 Departmr.i' of Transportation, National Board (Consult local phone Rail Freight, hazardous cargoes Response Center 70 directory) Department ., Transportation, Federal Oil Spills, financial responsiblity of carrier Political Advertising on TV and Radio Railroad Administration 70 for cleanup SEE Radio/TV Political Advelising Rail Freight, rates, services, and claims Federal Maritime Commlnion 71 Pollution Interstate Commerce Commissbn 71 On-road Motor Vehicle Safet.. SEE Conservation/Environment; Railroad Retirement Board, U.S. 72 Emission Control Standards Department of Transom' National Rail Safety Highway Traffic Safer; Postal Rate Commission 72 Department of Transportation, Federal Administration, Auto Saiety Htline Postal Service Railroad Administration 70 70 United States Postal Service 72 Rail Service, passenger Overtime Pay Poultry AMTRAK 67 SEE Wages SEE Food Labeling, Quality, and Interstate Commerce Commission 71 Package Tours Safety (meat and poultry) Railroads SEE Vacation Package Tours Power Plants, nuclear SEE AMTRAK; Ra 'I Safety; Rail Packaging and Labeling (other than SEE Nuclear Power Plants Freight, rates, services, and claims; cosmetics, C.ugs, food, and medical President's Committee on Employment of Rail Service, passenger devicrJ) the Handicapped 72 Real Estate Practices te Commission 71 Private and Voluntary Consumer Groups 6 State and local Consumer Protection tO Drugs, packaging and Private Lawyers Offices 40 cod Packaging and SEE ALSO Land Sales Product Quality Department of Commerce, Office of Real Estate Settlement Procedures Ce-aumer Affairs 67 State and local Consumer Protection Nattrial Decorating Products Offices 40 Association :39 Product Recalls, appriances SEE ALSO Land Sales SEE Appliances, safety Pad's, national Recalls, appliance Department of the iMerior, National Product Recalls, automobile SEE Appliances, safety Park Service 69 SEE Recalls, automobilas and Recalls, automobile and automobile Party-plan Purchases automobile equipment equipment Director Selling Association 38 Product Safety Department of Transportation, National Passports Consumer Product Safety Commission Highway Traffic Safety Department of State, Passport 67 Administration, Auto Safety Hotline Services 70 Public Transportation 70 Patents SEE Transportation SEE ALSO Automobiles, new; Automobiles, used Department of Commerce, Pubiications Commissioner of Patents and SEE Government Publications Ref tabilitation, urban Trademarks 57 SEE Urban Rehabilitation

89 INDEX

Remodeling Department of Education, Clearing State Weights and Measures Offices 64 State and local Consumer Protection House on the Handicapped 68 Stereo Equipment Offices 40 SEE ALSO Education; Hearing Electronic Industries Association 38 SEE ALSO Home Improvements Aids; Social Security Benefits; Social Stocks/Bonds Services; Veterans Benefits Renewable Energy National Association of Securities SEE Alternative Fuels, Single Family Housing Dealers, Inc. 39 Conservation/Environment, Solar State and local Consumer Protection Securities and Exchange Commission Energy Offices 40 72 Rent Control Manufactured Housing Institute 38 SEE ALSO Brokers, stocks/bonds; State and local Consumer Protection National Association of Home Builders Commodity Futures Trading; Mutual Offices 40 39 Funds Repairs and Repair Facilities for Motor Department of Housing and Urban Student Aid Vehicles Development, Office of Single Department of Education, Federal State and local Consumer Protection Family Housing 69 Student Financial Aid Program 68 Offices 40 Sleepwear Supermarkets Local AAA Offices for AM-Approved SEE Children's Sleepwear SEE Food and Nutrition (general) Auto Repair Services (Consult local Small Business Administration 72 phone directory) Supermarket Scales SEE ALSO Automobiles, new; Small Business Assistance SEE Weight and Measures Automobiles, used; Motor Vehicles Small Business Administration 72 Surplus Property Sales (general) Small Claims Courts 5 General Services Administration 71 Resorts Soap Taxes, Federal SEE Vacation Resort Timesharing The Soap and Detergent Association Department of the Treasury, Internal Ride Sharing 39 Revenue Service 70 Department of Transportation, Federal Soap and Detergent Association, The 39 Taxes, state and loop! Highway Administration, National (Consult local phone directory under Social Security Administration 68 Ride Sharing Information Center 70 taxes for appropriate taxation office) Social Security Benefits Rugs Telecommunications Devices for the Deaf Social Security Administration 68 SEE Services for Handicapped SEE Carpets SEE ALSO Aging Runaway Hotline 68 Persons Social Services Safety, appliances Telegraph SEE Aid to Families with Dependent SEE Telephone and Telegraph SEE Appliances Children; Food Stamps; Pension Safety, products Plans; Social Security Benefits; Telephone and Telegraph (general) SEE Product Safety Veterans Benefits Federal Communications Commission 70 Safety Standards for Domestic and Foreign Solar Energy SEE ALSO Radio, TV, and Vehicles Solar Energy Institute of North Telephone Interference Department of Transportation, National America 39 Highway Traffic Safety Department of Energy, Office of Telephone and Telegraph Rates Administration, Office of Public Consumer Affairs 68 Federal Communications Commission Affairs and Consumer Participation SEE ALSO Alternative Fuels, 70 70 Conservation/Environment; Energy Telephone Orders (by 800 number) SEE ALSO Automobiles, new (general) Direct Marketing Association 38 Sales Solar Energy Institute of North America 39 Telephones, personally owned SEE Door-to-Door Sales; Land Sales; Sources of Help 4 Electronic Industries Association 38 Mail Orders Federal Communications Commission Speech Impaired 70 Savings and Loan Institutions SEE Services for Handicapped Federal Home Loan Bank Board 71 Persons Television, cable SEE Cable Television School Lunch Program Standards Sports Equipment, juvenile, safety Local School Board or School Consumer Product Safety Commission Television Sets Superintendent (Consult local phone 67 Electronic Industries Association 38 directory) Standard and Poor's Register of Tennessee Valley Authority 72 Department of Agriculture, Food and Corporations, Directors and Executives Textiles Nutrition Service 67 2 American Textile Manufacturers' Schools Standards, measurement Institute 38 SEE Education (general) SEE Weights and Measures ThanaCAP Seafood State Banking Authorities 54 SEE Funerals SEE Fish/Fish Products State Commissions and Offices on Aging Thomas Register 2 Second Surgical Opinion 56 Timesharing Department of Health and Human State, County, and City Consumer Offices SEE Vacation Resort Timesharing Sorvices, Second Surgical Opinion Tires Program 68 5 State, County, and City Government National Tire Dealers and Retreaders Securities Consumer Protection Offices 40 Association, Inc. 39 SEE Stocks/Bonds Department of Transportation, National State, Department of Securities and Exchange Commission 72 Highway Traffic Safety Overseas Citizens Services 70 Administration 70 Selected Federal Agencies 67 Passport Services 70 Vias Services 70 Tobacco Services for Handicapped Persons Department of the Treasury. Bureau of President's Committee on Employment State Insurance Regulators 59 Alcohol, Tobacco and Firearms 70 of the Handicapped 72 state Utility Commissions 61

90 97 INDEX

Tours Travel Agents education programs, housing, life EE Vacation Package Tours American Society of Travel Agents, insurance, pensions, and vocational Toxic Fumes, indoor (caused by Inc. 38 rehabilitation for disabled veterans) smoldering fires) Federal Trade Commission 71 Veterans Administration, Department Consumer Product Safety Commission SEE ALSO Cruises; Vacation of Veterans Benefits 72 67 Package Tours Veterans Benefits, burial benefits Toxic Substances Treasury, Department of the Veterans Administration, Department Environmental Protection Agency, Bureau of Alcohol, Tobacco and of Memorial Affairs 72 Toxic Substances Control Act Firearms 70 Veterans Benefits, employment and (TSCA) 70 Bureau of the Mint 70 training Comptroller of the Currency 70 Department of Labor, Veterans' Toys Internal Revenue Service 70 Employment and Training 69 Toy Manufacturers of America, Inc. 39 United States Customs Service 70 Veterans Bensfits, medical care Toy Safety Truck Freight Local Veterans Administration Facility Consumer Product Safety Commission Interstate Commerce Commission 70 67 (Consult local phone directory) Truck Safety Trade Veterans Administration, Consumer National Highway Traffic Safety Affairs Service 72 Federal Trade Commission 71 Administration 70 Video Games (home) Trade and Vocational Schools Trucks Electronic Industries Association 38 National Association of Trade and SEE Fuel Economy Standards Technical Schools 39 Videocassette Recorders/Discs United States Government Federal Trade Commission 71 Electronic Industries Association 38 SEE ALSO Education (general) E Selected Federal Agencies United States Mail Visas Trade Associations 38 Department of State, Visa Services 70 SEE Mail Trade, international Visual Handicaps International Trade Commission 71 United States Postal Service 72 SEE Services for Handicapped Trademarks Unfair Labor Practices Persons Commissioner of Patents and National Labor Relations Board 72 Vocational Schools Trademarks 67 SEE ALSO Civil Rights SEE Trade and Vocational Schools Training, employment Unfair Merchandising Techniques Voluntary Services SEE Employment and Job Training State and local Consumer Protection ACTION 67 Transportation (general) Offices 40 Wages, garnished, minimum, and overtime Local Transportation Authorities Federal Trade Commission 71 Department of Labor, Employment (Consult local phone directory) Department of Commerce, Office of Standards Administration 69 American Public Transit Association Consumer Affairs 67 Wall Coverings 38 Urban Rehabilitation National Decorating Products Department of Transportation, Urban Department of Housing and Urban Association 39 Mass Transportation Administration Development, Office of Urban Warranties/Money-back Guarantees 70 Rehabilitation 64/ SEE ALSO Travel (general) State and local Consumer Protection Used Cars Offices 40 Transportation, Department of SEE Automobiles, used Federal Trade Commission 71 Auto Safety Hotline 70 Federal Aviation Administration 70 Utilities Water Pollution Federal Highway Administration, State Utility Commissions 61 Environmental Protection :.gency 70 National Ride Sharing Information Vacation Package Tours Waterways, hazardous freight shipments Center 70 State and local Consumer Protection Department of nansportation, United National Highway Traffic Safety Offices 40 States Coast Guard 70 Administration, Office of Public American Society of Travel Agents, Waterways, inlandfreight shipments Affairs and Consumer Participation Inc. 38 Interstate Commerce Commission 71 70 Federal Trade Commission 71 Weatherization Assistance National Response Center 70 SEE ALSO Cruises; Travel Agents Department of Energy, Conservation Office of Community and Consumer Vacation Resort Timesharing and Renewable Energy Inquiry and Affairs 70 Federal Trade Commission 71 Referral Service 68 United States Coast Guard, Office of Boating, Pub, lic and Consumer Veterans Administration Weights and Measures Affairs 70 Consumer Affairs Service 72 State Weights and Measures Offices Urban Mass Transportation Department of Medicine and Surgery 64 Administration-70 72 Department of Commerce, National Department of Memorial Affairs 72 Bureau of Standards 67 Travel (general) Department of Veterans Benefits 72 Department of Transportation, Office Welfare of Community and Consumer Affairs Veterans Benefits (general) SEE Social Services 70 Veterans Administration, Consumer Wine lnsfitute 39 SEE ALSO Air Safety; Airlines; Affairs Service 72 Work-at-Home Schemes Boating Safety; Bus Baggage, Veterans Benefits (automobiles and SEE Mail Fraud and Misrepresentation Rates, and Service; Bus Safety; adaptive equipment for certain Workers' Compensation Cruises; Hotels; Rail Service, disabled veterans and members of the State Workers' Compensation or passenger; Transportation (general); armed forces, clothing allowance for Industrial Accidents Office (Consult Travel Agents; Vacation Package veterans with service-connected local phone directory) Tours disabilities, compensation for State and local Consumer Protection service-connected death and disability, Offices 40 Writing a Complaint Letter 2

U.S. GOVERNMENT PRINTING MICE : 1986 0 - 478-313 QL 3 Special Recognition To...

Members of the Consumer Affairs Council for their assistance with this publza- tion and their role as consumer affairsrepresentatives for Federal departments and agencies.

Department of Labor National Credit Union Administration Consumer Affairs Mr. Al Cruz Mr. Wilmer Theard Council Department of State Nuclear Regulatory Commission Mr. Scott Monier Mr. Jchn T. Kopeck ACTION Mr. C. Wade Freeman Department of Transportation Postal Rate Commission Mr. Robert Baker Ms. Maureen Drummy Administrative Conference of the United States Department of the Treasury Securities and Exchange Commission Mr. Jeffrey Lubbers Ms. Dolly Wells Mr. Jonathan G. Katz Commission on Civil Rights Environmental Protection Agency Small Business Administration Ms. Carol A. Bonosaro Ms. Josephine Cooper Mr. Paul Pumpian

Commodity Futures Trading Commis- Equal Employment Opportunity Com- Tennessee Valley Authority sion mission Ms. Sandra McMahan The Honorable Fowler C. West Mr. Johnnie L. Johnson, Jr. United States Postal Service Consumer Product Safety Commis- Federal Communications Commission Ms. Ann McK. Robinson sion Ms. Patti Grace Smith Ms. Barbara J. Coleman Federal Deposit insurance Corp. Veterans Administration Ms. Rosa Maria Fontanez Department of Agriculture Mr. Rex Morthland Ms. Ann Collins Chadwick Federal Emergency Management The Federal Consumer Affairs Council Department of Commerce Agency Ms. Marti S. Yocum Ms. Christina Rossomando was established by Presidential Exec- utive Order 12160 in 1979. In 1981, Department of Defense Federal Energy Regulatory Commis- President Ronald Reagan appointed The Honorable Lawrence J. Korb sion Virginia H. Knauer, his Special Ad- Ms. Barbara Schoenberger Ms. Joan Simmons viser for Consumer Affairs, Chairper- son of the Council. The Council con- Department of Education Federal Home Loan Bank Board sists of the consumer affairs directors Ms. Nancy Harris Mr. Jerry Selby of some 41 Federal agenciesexecu- Department of Energy Federal Maritime Commission tive branch agencies as well as inde- Ms. Rose Bates Mr. Geoffrey Rogers pendent regulatory agencies. It meets quarterly for policy coordination brief- Department of Health and Human Federal Reserve Board ings and discussions of administrative Services Ms. Ann Marie Bray developments and concerns relating Ms. Evelyn Ortner to Federal consumer activities. In ad- Federal Trade Commission dition, under President Reagan, the Department of Housing and Urban Ms. Irene Vawter Council has begun to address the in- Development formation needs of Federal consumer Mr. Hunter Bourne General Services Administration Ms. Teresa Nasif affairs specialists in critical consumer Department of the interior issue areas through formal training Dr. Andrew S. Adams International Trade Commission programs. Mr. Harold Sundstrom Department of Justice Mr. Jack Rottman Interstate Commerce Commission Ms. Alice Ramsay

Merit Systems Protection Board Ms. Ada Kimsey

99 "Rail -,/ /- ' - _ "7,,>4 \` - -41 S,5,7.7 ,"e:, 7`.,' \-5 "s' "5 vr" ..- .,,-,,Nr...... o. :: - ',Nth n1111..: tter.,.....,_ ri . - -: .11 110 k v ' 1 A SUGGESTED TEACHER'S GUIDE TO THE CONSUMER'S RESOURCE HANDBOOK

PROLOGUE

This suggested Guide, while useful in its present form, can be better utilized with the Consumer's ResourceHandbook(CRH), published by the United States Office of Con- sumer Affairs. TheHandbookaconsumer assistance manualcontains over 2000 governmental, voluntary and business offices that regularly help individual consumers with marketplace problems; and provides available toll-free (800) and Telecommunica- tions Device for the Deaf (TDD) numbers for further assistance. It also includes guides for purchasing decisions in 12 areas.

This Teacher's Guide contains:

Two suggested teaching units, each with related support material. Unit I treats purchasing, Unit II deals with effective complaint handling.

A separate Major Sources of Help section (pp. 4-5) which relates to both teaching units, and

Suggested Follow-up Actwities.

While the Guide is written for the secondary level, it will also be useful for elementary and adult programs.

All support material and the sources of help section are from theHandbookand have been incorporated verbatim into this Guide to enable its useon selected activitiesby teachers without ready access to theHandbook.However, teachers are encouraged to obtain theHandbook,as use of the Guide withall Handbooksections can CI timulate development of teaching units across a broad range of subject areas. Our intention is that the teacher will creatively adapt, for local use, the objectives and activities suggested here. Additionally, teachers may wish to incorporate elements of measurability to facilitate evaluation procedures.

One free copy per request of the Consumer's ResourceHandbook(1986 edition) is available from: Handbook,Consumer Information Center, Pueblo, CO 81009. There is a charge for two or more copies of CIC publications. Since these materials are in the public domain, there is no restriction on reproduction.

CONSUMERSO

Office of the Special Adviser to the President z for Consumer Affairs and the United States Office of Consumer Affairs The White House co Washington, D.C. GOVERNMENT 1.01 UNIT I: SEEKIN-G kiRCHASING INFORMATION

Objectives: Activities:

Upon completion of the unit the student will be able The followingactivitiesare suggestionsonly. to: Teachers are urged to be innovative in developing others. Identify steps to follow in making effective pur- Assign or have students identify a planned con- chase decisions. sumer purchase and develop a plan for obtaining and evaluating pre-purchase information. A;.-ply comparison shopping techniques to local marketplace situations. Have students choose an item to "shop" for, justify and make a purchase decision. Devise a grid to record and evaluate information from at least 3 Identify and explain the role of a variety of sources. organizations in the private and public sectors that assist consumers. (See Major Sources of Help, Have individual students, or groups, contact (letter, pp. 4-5 of this Guide.) pttone, visit) various organizations to inqufre about procedures for responding to consumer concerns. (See Major Sources of Help, pp. 4-5 of this Guide Obtain appropriate product and service informa- and CRH, pp. 32-53, 67-75.) tion to support purchasing decisions. Role play a situation in which a consumer questions a seller about product or service information. Have class act as a jury to judge extent to which questions will enable effective decision making.

SUPPORT MATERIAL Tubs ON USING MONEY WISELY AND1 AVOIDING !TIURCHASING PROBLEMS

Before Making a Purchase: After Your Purchase:

Analyze what you need and what features are impor- Follow proper use and care instructions for products. tant to you. Read and iAnderstand the warranty provisions. Keep Compare brands. Utilize word-of-mouth recommen- in mind that you may have additional warranty rights dations and formal product comparison reports. in your state. Check with your state or local consumer Check with your local library for magazines and other office to find out. A listing of these offices begins on publications containing consumer information. page 40.

Compare stores. Look for a store with a good reputa- If trouble develops, report the problem as soon as tion and take advantage of sales. possible. Do not try to fix the product yourself as this may void the warranty. Check for any additional charges, such as delivery and service costs. Keep a record of efforts to have your problems reme- died. This record should include names of people you Compare warranties. speak to, times, dates and other relevant information.

Read terms of contracts carefully. Use the complaint procedures and Consumer Assis- tance Directory in this Handbook to find out how and Check the return or exchange policy. where to get your problem resolved.

SPECIAL NOTE: In addition to Units I and II in this Guide, teachers may also wish to develop objectives and activities around the 12 guides for purchasing decisions which are contained in the Handbook. They begin on page 17 with telephone solicitations and continue with home improvements (p. 22), used cars (p. 31), mall order (p. 36), credit cards (p. 39), time sharing (p. 53), health clubs ) p. 58), car repairs (p. 61,) door-14).door sales (p. 66), health fraud (p. 72,) warranties (p. 75), and contracts (p, 82). A suggested objective and activity for these areas is:

Describe or apply the purchasing guidelines from Have students write a skit based on one of these one or more of the above 12 topics to a planned purchasing topics and perform for class, club, purchase for self or family, school assembly or adult group.

102 2 UNIT II: EFFECTIVE COMPLAINT HANDLING

Objectives: Activities:

Upon completion of the unit the student will be able The followingactivitiesare suggestionsonly. to: Teachers are urged to be innovative in developing others. Identify the basic steps for resolving consumer Have students talk with parents or friends about complaints. ways they have resolved marketplace disputes. Compare experiences to the steps below for effective complaint handling. Identify and explain the elements of an effective complaint letter. Have students prepare a complaint letter for a given consumer problem (sample format, CRH, p. 3). Evaluate letters containing poor procedures. Identify and define the role of state and local agen- Compare in graphic displays for school bulletin cies and organizations that provide assistance to boards. consumers in rfisolving marketplace disputes. (See Major Sources of Help, pp. 4-5 of this Guide.) Assign students to visit or write to various agencies regarding complaint procedures (CRH, p. 40 for listing). Then Identify a consumer problem and Explain how refund and exchange policies differ develop a plan to resolve it. Discuss In class. and serve as a base for seller's action on resolving Have students prepare interview questions then disputes. visit different stores to inquire about refund and exchange policies. Report to class through role play. .711 SUPPORT MATERIAL: STEPS FOR HANDLING COMPLAINTS AND WRITING AN EFFECTIVE LETTER

Even in todays complex marketplace, you should expect Where to Write quahty products and services at fair prices. When something goes wrong, however, you need to let the company know If you have already contacted the person who sold you the about your problem and by to resolve it with them. Not only product or service or the company is out of town, you will is this the fastest way to get your complaint resolved, but it need to write a letter to pursue your complaint. also gives Cie xnpany a chance to keep you as a satisfied customer arin new customers by learning from mistakes. For a listing of many corporate consumer contacts and their Most compah6s welcome this opportunity, and it may help addresses, see page 7. you avoid future complaints. If you are unable to find the corporate consumer contact, first We recommend the following steps in handling your own check in your phone directory to see if the company has a complaint: local office. If it does, call and ask for the name and address of the consumer contact, or if they do not have someone who Identify Problem handles this function, the name and address of the companys president. If there is no local listing. check Standard Identify the problem, what you have done to resolve it, and Poor's Register of Corporations. Directors and Exec- what you believe would be a fair settlement Do you want your utives. It lists over 45,000 American business firms and can money back? Would you like the product repaired? Will an be found in most libraries. exchange do? If you don't have the name of the manufacturer of the product, Gather Documentation check your local library for the Thomas Register. It lists the manufacturers of thousands of products. Gather documentation regarding your complaint. Sales receipts, repair orders, warranties, canceled checks, or contracts will back up your complaint and help the company solve What to Write your problem. Include your name, address and home and work phone Go Back to Where You Made The numbers. Purchase Type your letter if possible. If it is handwritten, make sure it is neat and easy to read. Contact the person who sold you the item or performed the service. Calmly and accurately explain the problem and what Make your letter brief and to the point Include all important action you would like taken. If that person is not helpful, ask facts about your purchase including the date and place for the supervisor or manager and repeat your complaint A where you made the purchace and any information you can large percentage of consumer problems are resolved at this give about the product or seriice such as serial or model level. Chances are yours will be too. numbers or specific type of service.

Allow each person you contact a reasonable period of time to State exactly what you want done about the problem and resolve your problem before contacting another source for how long you are willing to wait to get it resolved. Be rea- assistance. sonable.

Don't Give Up Include all documents regarding your problem. Be sure to send COPIES, not originals. If you are not satisfied with the response, don't give up. If the company operates nationally or the product is a national Avoid writing an angry, sarcastic, or threatening letter. The brand, write a letter to the person responsible for consumer person reading your letter probably was not responsible for complaints at the companys headquarters. If the company your problem, but may be very helpful in resolving it. doesn't have a consumer office, direct your letter to the president of the company. Keep a copy of the letter for your records.

1°4 3 Major Sources of Help Media Programs What They Are:

If you have failed in your attempt to get your complaint re- Local newspapers and radio-TV stations throughout the solved directly with the person or company you did business United States Gler *Action or *Hot Line' services where con- with, there are other sources of help. Many are described in sumers with problems can get help. this section. These news media often get successful results for consumers because of their power and influence in communities, and because the possibility of publicity may encourage a merchant or business to take swifter action to resolve con- Industry Consumer Programs sumer problems. Some Action Lines, however, may not be able to handle every complaint received. They sometimes What They Are: select the most severe problems, or those most representa- Several industry associations can help you with consumer tive of a number of complaints. problems relating to their industry. These associations are When your own personal efforts fail to produce the desired formed by individual businesses which join together assist results, keep these 'Action" resources in mind. with business problems and promote their industry. They usually offer =Sumer if:formation and some handle com- How to Reach Them: plaints. Trade associations have been established in just To find these services, check with your local newspapers, about every field of business ano consumer interest and num- radio and TV stations, or local library. ber around 40,000 nabonwkle. How to Reach Them: State, County and City Selected industry associations that handle complaints are Consumer Offices listed on page 38. Many other trade associations have vary- ing consumer functions. These functions are described in a What They Are: directory entitled National Trade & Professional Associa- If you are not satisfied with a company's response to your tions of the U.S. and Canada and Labor Unions or other complaint (or if a response is never received), a local con- help directories. Check with your local library. sumer office, if there is one in your area, is a good place to go With your inquiry or complaint. Local consumer offices can be particularly helpful since they can be contacted easily by phone or sometimes in person, and are familiar with local Industry Third-Party Dispute businesses and laws. Be sure to have copies of your sales bops, other sales documents, and all correspondence with Resolution Programs the retailer and manufacturer when you contact your local What They Are: agency. SPecial programs established by certain corporations and If there is no local consumer office in your area, contact a trade associations to help resolve problems between con- state consumer office. State consumer offices are set up sumers and industry members are listed on page 37. 8 you differently from state to state. Some states have a separate have trouble with your car, a home appliance, a funeral direc; department of consumer affairs while others have a con- tor, or other products or seMces, there might be a third-party sumer affairs office as a part of the governor's office or attor- dispute resolution program to help you. But remember, this ney general's office, or both. These offices will either help you should not be the first step in solving a consumer complaint. directly or refer you to the proper agency for assistance. Contact them only after you have been unsuccessful in get- If you have a consumer problem with a business transact, ting your complaint settled by the local company or organiza- occurring in a state other than where you reside, you shok.'ct tion you originally dealt with. contact the state where you conducted your business, if pos- What They Do: sible. Many state and local consumer offices have a large selection of information and educational materials available. In general, after receiving your complaint a staff person will In addition, many states, counties and cities have a wide probably try to resolve the complaint before it goes any fur- variety of other helpful cr.krimunity services, including social, ther. If these staff persons acting as informal mediators can- family, youth, handicapped, day care, mental health, elderly, not get the two sides to agree, they will refer your case to an general health, recreation, family planning, alcoholism, nutri- independent person or panel that will then make a decision tion, income maintenance, child support, food stamps and on your case. In some instances, this decision is binding and libraries. A listing of state and local consumer and other gov- must be accepted by both the consumer and the business. In ernment offices begins on page 40 of thisHandbook. other cases, only the business is required to accept the decision. There are also programs where decisions are not bind- Occupational and Professional ing on either party. Therefore, you should ask for a copy of the rules before you file your case with a third-party program. Licensing Boards What They Are: If you have a problem with professional or occupational ser- Better Business Bureaus vices, you MIN be able to get help from a state licensing or regulatory board. There are an estimated 1,500 state boards What They Are: which license or register more than 550 professions and oc- Better Business Bureaus (BBBs) are non-profit organizations cupations, including doctors, lawyers, nurses, accountants, sponsored by private, local businesses. There are some 170 pharmacists, funeral directors, plumbers, electricans, auto BBBs in the United States today. For a listing, see page 32. repair facilities, employment agencies, collection agencies, The services offered by BBBs vary from place to place. These and electronic repair facilities. include: general information on products or services, reliabil- What They Do: ity reports, background information on local businesses and organizations, and records of companies complaint handling State boards set licensing standards: set rules and regula- performances. Depending on the policy of the individual BBB, tions; prepare and give examinations; issue, deny or revoke it may or may not tell you the nature of the complaint against licenses; bring disciplinary actions; and handle consumer a business, but all will tell you if a complaint has been regis- complaints. tered. Many of the BBBs accept written complaints and will If you contact a state board for help, it will usually bring your contact a firm on your behalf. BBBs do not judge or rate complaint to the attention of its licensee and it will seek a individual products or brands, handle complaints concerning satisfactory resolution to your problem. If necessary, the the prices of goods or services, or give legal advice. board may conduct an investigation and take disciplinary ac- BBBs offer binding arbitration to those who ask for it. The tion against the licensee in the form of probation, license Council of Better Business Bureaus, which is sponsored by suspension or revocation. national businesses, also offers consumer education programs and reports on charitable organizations. The national Many boards will also have consumer education matenals to Council is located at 1515 Wilson Boulevard, Arlington, Vir- help you in selecting a professional or tradesperson in their ginia 22209 ;field. A oi 4 who have taken courses in legal assistance) and law stu- How To Reach Thm: dents. All offer free legal services to those who qualify. You can find out about a state licensing board by contacting In some cities, both Legal Aid and Legal Services offices are your local consumer office. Some boards might also have federally funded. Legal Aid offices may also be financed by regional offices in your area. Check your local phone book state, local, or private funding, or by local bar associations. under state government offices or under professional listings. The Legal Services Corporation in Washington, D.C., is You can also ask professionals or tradespersons about the funded by the Federal Government, and it, in turn, awards board responsible for their licensing or registrationin fact, grants to local Legal Services programs around the courzry. you should ask to see a license or registration before you Also, many law schools throughout the nation conduct law decide to use their seMces. clinics, where students assist other lawyers as part of their training. Federal Agencies What They Do: Some Federal agencies have enforcement responsibilities for These offices generally offer legal assistance with problems specific consumer products and services and can handle such as landlord-tenant, credit, utilities, family issues such as individual complaints. Others take action for the benefit of thE divorce and adoption, social security, welfare, unemploy- public as a whole, but are not able to resolve individual con- ment, and workc:'s compensation. Each legal aid office has sumer problems. its own board of directors that determines the priorities of the office and the kinds of cases handled. Therefore, the Legal. However, each Federal agency listed under the Selected Aid office serving your area may not handle all of the types of Federal Agencies section starting on page 67 has a mecha- cases mentioned above. However, these offices should be nism for responding to consumer complaints and inquiries. able to refer you to other local, state or national organizations Many Federal Agencies also have publications, fact sheets, that can provide advice or help. and other information that may be helpful in dealing with marketplace problems. If you need help in determining where to go with your specific problem, check the Index at the end of this book or call the nearest Federal Information Center Private Lawyers listed on page 75. How To Reach Them: If you need help in finding a lawyer, check with the Lawyer Referral Service of your state, city or county bar association. Small Claims Courts Local and state bar associations are usually listed in area What Thy Are: telephone directories. If you have a complaint that you have not been able to re- Since lawyers are now permitted to advertise, it is a bit easier solve, consider going to small claims court. Court procedures to find one who fits your neexis and your pocketbook. Check generally are simple, inexpensive, quick and informal. Court the Yellow Pages of the telephone directory or newspapers fees are nominal, and you often get your filing fee back if you for these advertisements. If you have a complaint about an win your case. Generally, you won't need a lawyer. In fact, in attorney or need further information, again contact your state. some states, lawyers are not permitted. If you do live in a city or county bar association. state that allows lawyers and the party you are suing brings one, don't be intimidated. The court is informal and most judges make allowances for consumers who appear without Private and Voluntary Consumer lawyers. Groups But remember, even though the court is informal, the ruling of Private and voluntary consumer organizations are usually the court must be followed, just like any other court. created to advocate various or specific consumer interests. In What They Do: some communities they will help individual consumers with their complaints, To find out if such a group is in your commu- These courts, as the name suggests, are thr small claims. nity, contact your state or local consumer affairs office. The maximum amounts that can be claimed or awarded differ from state to state. If the party bringing the suit wins the case, ihe party who lost Consumer Credit Counseling often will follow the court's decision without additional legal action. Sometimes, however, losing parties will not obey the Services decision. In these cases, the winning party may go back to court and ask for the order to be "enforced." Depending on What They Are: local laws, the court may, for example, order property to be Counseling services provide aid to individuals having diffi- taken by law enforcement officials and sold. The winning culty budgeting their money and/or meeting necessary party will get the money from the sale up to the amount they monthly expenses. Many organizations, including credit are owed. Or, if the person who owes the money receives a unions, family service centers and religious organizations of- salary, the court may order the employer to garnish or deduct fer some type of credit counseling. some money from each paycheck and give it to the winner of Another source of help is the Consumer Credit Counseling the law suit. Services (CCCS), sponsored by the National Foundation for Consumer Credit and financially supported by banks, credit card companies, finance companies and other credit offering organizations. How To Reach Them: What They Do: Check your local phone book under your municipal, county or The CCCS counseling program provides money manage- state government headings for small claims court listings. ment techniques, debt payment plans, and educational pro- When you contact the court, ask the court clerk how to use grams. In working out a debt repayment program individually the small claims court. Sit in on a small claims court session tailored to a consumer's agreed upon ability to pay, a coun- before taking a case to court to become familiar with its oper- selor takes into consideration the needs of the family and the ation. requirements and needs of the creditor. Consumer credit counseling programs are nonprofit and pro- Legal Aid and Legal SeMces vide service either free or for a nominal charge. What They Are: How To Reach Thm: Legal Aid and Legal Services offices help people who cannot To find out if your area is covered by a CCCS, look in your afford to hire private lawyers, and who meet financial eligibil- local phone directory or check with the National Foundation ity requirements. There are more than 1,000 of these offices for Consumer Credit, 8701 Georgia Avenue, Suite 601, Silver around the country, staffed by lawyers, paralegals (people Spring, Maryland 20910.

105 5 SUGGESTED FOLLOW-UP ACTIVITIES

Have students write thank you letters to businesses, agencies, or others who supported class activities.

Share and publicize the class learning experience: Reports to administrators, sum- mary of highlights to those from community who participated, or feature articles or interviews with local media.

Through class discussion or written reports, have class members evaluate activities in terms of what worked well, or what did not work as expected. Examine reasons why, and make suggestions for needed changes in their own approachesor those of othersto making effective decisions and handling consumer problems.

Bring attention to consumer education materials or information by using USOCA's character, "Eubie Smart" pictured throughout the Consumer's Resource Hand- bookas an attention getter and continuity symbol for consumer education...... MLIJOMM

ACKNOWLEDGEMENTS

This Guide has been developed by the United States Office of Consumer Affairs under the direction of Virginia H. Knauer, Special Adviser to the President for Consumer Affairs.

Great appreciation is extended to Nancy Nolf, Consumer Affairs Coordinator, Army Community Services, Military District of Washington, Fort Meyer, VA who prepared the initial and subsequent drafts under the general guidance of Charles R. Cavagnaro, Director, and Dr. Geraldine L. Bower, Associate Director, of USOCA's Division of Consumer Education.

Special appreciation is extended also to the following leaders in education for their review and very helpful suggestions based on their extensive teaching and program experience:

Nancye L. BowmanHead, Home Economics Dept., and teacher, Stonewall Jackson High School, Mt. Jackson, VA.

Les Dlabay, Ph.D.Assistant Professor, Economics and Business, Lake Forest College, Lake Forest, IL.

Hayden Green, Ed.DBusiness Education Chairman, Oak Park and River Forest High School, Oak Park, IL.

Bertha G. King, Ph.D.Education Program Specialist, Consumer and Homemaking Education, Division of Vocational Education, U.S. Department of Education, Washington, DC.

John MortonDirector, Office of Economic Education, Governors State University, University Park, Illinois; and economics teacher, Flossmoor High School, Flossmoor, IL.

James B. O'Neill, Ph.D.Director, Center for Economic Education, University of Delaware, Newark, DE.

Leine RenfroState Supervisor, Vocational Home Economics, New Mexico Department of Education, Santa Fe, NM.

Grace RichardsonDirector of Consumer Affairs, Colgate-Palmolive Company, New York, NY.

Ruth RodmanSupervisor, Consumer Economic Education, School District of Philadelphia, Philadelphia, PA.

Hazel Spitze, Ph.D.Professor, Home Economics Education, University of Illinois, Champaign, IL, and Editor, Illinois Teacher.

Mary.Beth StineVocational Director and Teacher, Flora High School, Flora, IL.; Vice-President, Home Economics Division, American Vocational Association, Arlington, VA.

Carol Vickers, Ph.D.Interim Associate Dean, College of Education, :Marshall University, Huntington, West VA. 106 6