ED 290 685 Pub DATE AVAILABLE from PUB TYPE EDRS PRICE DOCUMENT RESUME Consumer's Resource Handbook. 1988 Edition. Office Of

DOCUMENT RESUME

ED 290 685 SO 018 804

TITLE Consumer's Resource Handbook. 1988 Edition. PISTITUTION Office of Consumer Affairs, Washington, D.C. PuB DATE 88 NOTE 100p. AVAILABLE FROMConsumer Information Center, Pueblo, CO 81009. PUB TYPE Reference Materials Directories/Catalogs (132)

EDRS PRICE MF01/PC04 Plus Postage. DESCRIPTORS *Consumer Economics; *Consumer Education; Consumer Protection; Daily Living Skills; Home Economics; Information Sources; Money Management; Purchasing; *Social Studies IDENTIFIERS Consumers

ABSTRACT This handbook is intended to help consumers exercihe their rights in the marketplace in three ways: (1) it shows how to communicate more effectively with manufacturers, retailers, end arvice providers; (2) it is a self-help manual for resolvins in dividual consumer complaints; and (3) it lists helpful sources of assistance. The handbook has two sections. Part I, How to Be a Smart Consumer, features tips on avoiding purchasing problems and getting the most for one's money. It gives steps for handling one's own complaint and writing an effective complaint letter. Part II, the Consumer Assistance Directory, lists consumer offices in both the public and private sectors that provide assistance for consumer complaints. An index in the back of the handbook lists, by subject, the appropriate contact Consumer tips aad reminders on resolving complaints appear throughout the handbook. These tips are also in the index by subject. (YLB)

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". 111.(.4-ipperatiOr0y,otrifne "Two hundred years ago, a group of patriots conceived the Constitution and thereby created the politici.;! economic, and social framework of our Nation. As a result, many precious

freedoms have been guaranteed to American citizens.. . These principles of freedom and fairness are the basis forconsumer rights in the marketplace: the right to chooseamong products, services and suppliers; the right to adequate informationabout what we buy; the right to expect that products offered for sale will conform to reasonable safety standards; the rightto be heard; and the fight to consumer education. . ..(TJhe exercise sM of these rights,Ips maintain the vigor of our economic systemcreating positive pressure for better products, services, and warranties..."

Excerpts from President Reagan's Proclamation of National Consumers Week, April 19-25, 1987.

FDI. FEDERAL DEPOSli INSURANCE CORPORATION M. ,CE M imt C.A.41/..r.

June 5, 1987

Dear Consumer

The Federal ^eposit Insu ance Corporation is pleased to participate in the publication of the revised Consumer's Resource Handbook.

Our corporation recognizes the Importance of proper consimer assistance, whether in banking or in other areas. We are concerned about the difficulties that consumers ometimes experience when seeking assistance with a complaint I an sure you will find that this handbook provides valuable information dbOVE, services offereo oy feoeral, state and local governments, businesses and the media

Sincerely.

1, William Seidman Chairman

3 Consumer's Resource Handbook

Published by the United States Office of Consumer Affairs

Virginia H. Knauer Special Adviser to the President for Consumer Affairs, and Cirector. United States Office of Consumer Affairs Robert F. Steeves Deputy Director Lynn Pisan° Managing Editor Michelle Muth Associate Editor Frank R. Marvin Production Manager

Special thanks to the U.S. Office of Consumer Affairs Anna Gene Barnes Nellie Fegans Beth Borders Millie Gerstner Geraldine Bower Barbara Hill Charles Cavagnaro Kevii. Ireland Daisy Cherry Bonnie Jansen William J. Corbett, Jr. Fred Johnson Edna Cosby Howard Seltzer Liz Doherty Gina Ley Steiner Patricia Fa ley Juanita Yates Dorothy Godlewski (deceased)

Government Printing Office Federal Trade Commission Nacho s Freda Bureau of Consumer Kenneth Kidd Protection Staff Sidney K. Nichols Glenn L. Rottmann

Department of the Treasury Consumer Information Cer ter Stuart Gates Tim Burr William White

Department of Health and Human Services Office of Management Analysis and Systems Joseph Fan Harry E. Rogoff

Council of BEtter Business Bureaus Dave Johnson Dianne Skeltis Ward Susan Wycoff

1988 Edition

Additional single copies of the Consumer's Resource Handbook are available free by writing the Consumer Information Center, Pueblo, Colorado 81009.

4 THE WHITE HOUSE WASHINGTON

Dear Consumer: This is the 4th edition of cne of the most popular and widely- acclaimed publications ever produced by the Federal government. Every day, consumers, consumer agencies, businesses, volunteer groups, the media, and many others open these pages to find who to contact for assistanoe concerning available products and services in the marketplace. First published by the Office of Special Adviser to the President for Consumer Affairs in 1981, the Consumer's Re- source Handbook is designed to improve the way businesses, governments and other groups respond to consumer inquiries and complaints. Its goal is to cut down on the cost and frustration bothconsumers and consumer affairs professionals can encounter in a complex, global, and sometimes imperfect marketplace. Upda.ed every two years. the Consumer's Resource Handbook is fundedand supported by a broad range of Administration cabinet officers andagency heads.

A RESOURCE FOR CONSUMERS

Consumers wil! find the Handbook a useful tool to exercise their rights in the marketplace in three ways: 1) It shows how to communicate more effectively withmanufacturers, retailers, and service providers; 2) It's a self-help manual for resolving individualconsumer complaints; and 3) It lists helpful sources of assistance. The Handbook has two sections. Part I, How to be a Smart Consumer,features tips on avoiding purchasing problems and getting tin most foryour money. It gives steps for handling your own complaint and writing an effective complaint letter.Part II, the Consumer Assistance Directory, lists consumer offices in both public and privatesectors that proviae assistance for consumer complaints. If you're not sure which officeto contact, check the index in the back of the Handbook, by subject, for the appropriatecontact. Let me also introduce our friendly assistant, Euhie Smart. Eubie helpsidentify sources of consumer information, education, service and assistance. Eubieappears throughout the Handbook, providing consumer tips and reminders on resolving:omplaints. These tips are also in the index by subject.

OTHER HANDBOOK USERS

As you can see, individual consumers will find the Handbooka handy reference tool. Educators, too, may wish to use it as a source of information and ideasfor developing and teaching innovative consumer education courses. Consumer leaders inbusiness and government WI!! find it an invaivablo resource for locating others who shareconsumer program ob- jectives and who can help resolve consumer complaints. We hopethat everyone who use this Handbook is encouraged and helped by theresponse they receive to their inquiries or complaints.

Sincerely,

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

H 5 Table of Contents

Message from President Reagan Letter from Virginia H. Knauer, Special Adviser to the President for Consumer Affairs, and Director, U.S Office of Consumer Affairs II

Part I. How to be a Smart Consumer

How to Get the Most for Your Money and Avoid Purchasing Problems...,,.-... 1 How to Handle Your Own Complaint ...... 2 2 3

Major Sources of Help ...... 4

Part II. Consumer Assistance Directory

Corporate Consumer Contacts 7

Automobile Manufacturers ...... 31 Better Business Bureaus 39 Trade Associatiors and Third-Party Dispute Resolution Programs -.:.. 42 State, County, and City Government Consumer Protection Offices ...... , ..... 4b State Agencies on Aging 59 State Banking Authorities ...... - .. - ... 61 State Insurance Regulators :: 63 State Utility Commissions .... _ .. : .. 65 State Vocational and Rehabil.tation Agencies:. :: :, 67

State Weights and Measures Offices ...... 71 Military Commissary and Exchange Contacts...... 73 Federal Infolmation Centers ...... 75 Selected Federal Agencies...... 76 Federal TDD Directory 81

Index...... 83

Acknowledgments...... , ...... ,...... 93

6 iii Part I Wrw tri be a Smart Consumer

How to Get the Most for Your Money and Avoid Purchasing Problems

Before making a purchase:

Analyze what you need and what product or service features are important to you.

Compare brands. Ask for word-of-mouth recommen- dations and look for formal product comparison reports. Check your local library for magazines and other publications that contain product comparisons.

Compare stores. Look for a store with a good reputation and plan ahead to take advantage of sales.After your purchase: Check with your local Bett3r Business Bureau (BBB) to find out if the company is reputable. Read and follow the instructions on how to use the Check for any extra charges, such a( delivery fees, product. installation, and service costs. Use the product only as recommended by the Read warranties to understand what you must do and manufacturer. what the manufacturer must do if you have a problem. Read and understand the warranty. Keep in mind that Read contract terms carefully. Make sure all blank you may have additional warranty rights in your state. spaces are filled in before you sign it. Check with your state or local consumer office for more information. A listing of these offices begins on Ask the sales person to explain the store's return or page 45. exchange policy. Keep all sales receipts, warranties, and instructions. Don't assume an item is a bargain just because it is advertised as one. If trouble develops, report the problem as soon as possible. Trying to fix tie product yourself may cancer the warranty.

Keep a file of your efforts tc resolve the problem. It should inc!ude the names of the individuals you speak with and the date, time, and outcome of the conver- sation.

Use the complaint procedures and Consumer Assistance Directory in this Handbook to find out how and where to get your problem resolved

Eubie Smart is a copyright of The Advertising Council, Inc.

7 1 Writing a Complaint Letter Where to write: If talking with the sales person or company representative does not resolve the problem, you will need to write a letter to the company to resolve your complaint. For a list of many corporate consumer contacts and their addresses, see page 7.

If there is no listing for the company, go to the reference section of your local library. The following are excellent sources for locating useful company arid brand name How to !:andle information:

Your Own Complaint Standard & Poor's Register of Corporations, Directors and Executives As a consumer you haya the right to expect quality products Standard Directory of Advertisers and services at fair prices. If something goes wrong, however, there are things you can do to solve the problem. Here Thomas Register of American Manufacturers are some suggestions fc' handling your own complaint: Trade Names Directory

Identify the problem: What to write: Before you complain to a company, be sure to identify the problem, what (if anything) you have already done to resolve The letter should include your name, address, home and work telephone numbers, and account number, if it, and decide what you think is a fair settlement. Do "ou want appropriate. your money back? Would you like the product repaired? Do you want the product exchanged? Make your letter brief and to the point. Specify all the important facts about your purchase, including the date and place Gather records: you made the purchase and any information you can give about the productsuch as the serial or model number. Start a file about your complaint. Include copies of sales If you are writing to complain about a service you received, receipts, repair orders, warranties, cancelled checks, and con- describe the service and who performed it. tracts which will back up your complaint and help the company solve your problem. State exactly what you want done about the problem and how long you are willing to wait to resolve it. Be reasonable.

Go back to where you made the Include copies of all documents regarding your problem. purchase: Be sure to send COPIES, not originals. Contact the person who sold you the item or performed the Don't write an angry, sarcastic, or threatening letter. The serv*:ie. Calmly and accurately explain the problem and what person reading your letter probably was not responsible action you would like taken. If that person is not helpful, ask for your problem, but may be very helpful in resolving it. for the supervisor or manager and restate your case. A large percentage of consumer problems are resolved at this level. Type your letter if possible. If it is handwritten, make sure Chances are, yours will be too. it is neat and easy to read.

Allow each person you contact time to resolve your prob- Keep a copy of all correspondence to and from the lem before contacting another source for assistance. company.

Keep a record of your efforts and include notes about whom The sample letter on the next page is a guide to help ye', you spoke with and what was done about the problem. Save write a complaint letter. Remember, if you write a letter to copies of any letters you send to the company as well as letters a Better Business Bureau, government agency, trade sent to you. association, or other source of assistance, give additional information about what you have done so far to get your Don't give up: complaint resolved. If you are not satisfied with the response, don't give up. If the company operates nationally or the product is a national brand, call or write a letter to the person responsible for consumer complaints at the company's headquarters. Many companies have toll-free telephone numbers, often printed on the produrt. Before phoning a company long distance, it might be worthwhile to see if the firm has an "800" number you can dial toll-free. To determine this, call AT&T's "800" directory assistance at 1 (800) 555-1212. If you're writing a letter, send your letter to the consumer office or to the president of the O company.

2 Sample Complaint Letter

(Your Address) (Your City, State, ZIP Code) (Date)

(Name of Contact Person) (Title) (Company Name) (Street Address) (City, State, ZIP Code) describe your purchase Dear (Contact Person): name of product, serial numbers, Last week I purchased (or had repaired) a (name of the include date and product with serial or model number or service performed). I made location of this purchase at (location, date, and other important details of the purchase transaction).

Unfortunately, your product (or service) has not performed / state the prohlem satisfactorily (or the service was inadequate) because (state the give the history problem).

Therefore, to solve the problem, I would appreciate your ask for (state the specific action you want). Enclosed are copies specific action (c npiesNOT originals) of my records (receipts, guarantees, enclose copies warranties, canceled checks, contracts, model and serial numbers, of documents I and any other documents). allow time I am looking forward to your reply and resolution of my for action or problem, and will wait (set time limit) before seeking third-party response assistance. Contact me at the above address or by phone at (home include how you can be and office numberswith area codes). reached

Sincerely,

(Your name) (Your account number, if appropriate)

Keep copies of your letter and all related documents and information

9 3 Major Sources of Help

This section describes many sources available to youin resolving consumer complaints. Trade Associations and Third-Party Dispute Resolution Programs Corporate Consumer Contacts There are nearly 40,000 trade and professional associations in the United States which represent a variety of interests (in- Many companies have established consumer affairs or cluding banks, insurance companies, clothing manufacturers) customer relations departments to answer questions or to help and professionals (such as accountants, lawyers, doctors, and resolve consumer complaints. If you cannot resolve a com-therapists). plaint at the point of purchase, then contact company headquarters. Some of these associations and their members have established third-party dis:Jute resolution programs to handle The addresses and telephone numbers of more than 700 consumer complain ..ot resolved at the point of purchase. companies are listed in the Corporate Consumer Contacts If you choose a third-party dispute resolution program, ask section of this Handbook, beginning on page 7. Many entries for a copy of the rules of the program before you file your include toll-:ree TOO" telephone numbers, and some com-case. In some instances, the decision of the mediators is panios have Telecommunications Devices for the Deaf (TDD) binding and must be accepted by ooth the consumer and the numbers for the hearing impaired. If you write to the com- business. In other cases, only the business is required to pany, use the sample letter on page 3 as a guide for your cor-accept the decision. There are some programs where deci- respondence. sions are not binding on either party.

Trade associations have varying consumer functions, which Automobile Manufacturers are described in the National Trade & Professiona' Associa- Most fore'gn and domestic automobile manufacturers havetions of the United States. Check your local library for this book regional ()faces which handle consumer complaints that areand other related sources of help. not resolved with a dealer. The list of Automobile Manu- facturers begins on page 31. A list of Trade Associations and Thira-Party Dispute Resolu- tion Programs begins on page 42.

Better Business Bureaus State, County, and City Government Currently, there are some 170 Better Business Bureaus (BBBs) in the United States. These bureaus are non-profit Consumer Offices organizations, sponsored by private, local businesses, and City and county consumer offices can be particularly helpful they offer a variety of oervices. These services include: because they are easy to contact and are familiar with local general information on products or services, reliability reports, businesses and laws. If there is no local consumer office in background information on local businesses and organiza- your area, contact a state consumer office. State consumer tions, and records of a company's complaint handling'offices are set up differently across the nation. Some states performance. have a separate department of consumer affairs, while others have a consumer affairs office as a part of the governor's office Each BBB has its own policy about reporting information. or attorney general's office. Any of these offices will help or It may or may not tell you the nature of the complaint against refer you to the proper agency for assistance. a business, but all will tell you if a complaint has been regis- tered. Many of the BBBs accept written complaints ar d will If you have a consumer problem with a business transac- contact a firm on your behalf. BBBs do not judge or rate in- tion outside the state where you live, you should contact the dividual products or brands, handle complaints concerningconsumer office in the state where you made the purchase. the prices of goods or services, or give legal advice. How- When you contact any local or state consumer office, be sure ever, many bureaus do offer binding arbitration, a form ofto have handy copies of your sales receipts, other sales dispute resolution, to those who ask for n. The Council of documents, and all correspondence with :he company. A list Better Business Bureaus, which is sponsored by national of State, County, and City Government Consumer Protection businesses, also offers consumer education programs and Offices begins on page 45. reports on charitable organizations. Many states also have special commissions and agencies The address for the Council and a list of BBBs operatingwhich handle consumer questions and complaints about in the United States begins on page 39. banks, insurance, utilities, vocational and rehabilitation services, and weights and measures. These agencies are listed separately beginning on page 59.

4 In addition, a variety of other he'pful community services Other Sources of Help may be available in tour area. For example, County and State Cooperative Extension Services offer a variety of information Libraries about health, safety, product comparisons, financial planning, Local libraries often have reference materials that provide and nutritional needs. Information about these and other state product comparisons and/or can guide you in your efforts to and local services can be found at your library and in the telephone directory in the city, municipal, county or state resolve consumer complaints. Many of the publications men- tioned in this Handbook can be found in public libraries. Some listings. university and other private libraries allow individuals to use their reference materials, too. Check your local telephone Federal Agencies directory for the location of nearby libraries. Many Federal agencies have enforcement and/or complaint Media Programs handling responsibilities for products and services used by Local newspapers and radio and television stations the general public. Others take action for the benefit of the throughout the United States offer "Action Line" or "Hot Line" public as a whole, but do not resolve individual consumer services where consumers with problems may get help. These problems. news media are often successful in helping to resolve consumer complaints because of their influence in communities, Agencies also have publications, fact sheets, and other in- and because the potential for bad publicity may encourage formation that may be helpful in making purchase decisions a merchant or business to take swifter action to resolve con- and dealing with marketplace problems. If you need help insumer problems. Some Action Lines select only the most determining where to go with your specific problem, check severe problems, or those most representative of a number the index at the end of this book or call the nearest Federalof complaints, and so may not be able to handle every Information Center listed on page 75. complaint.

The Federal agencies listed in the Selected I ederal Agen- To find these cervices, check with your local newspapers, cies section, beginning on page 76, respond to consumer radio and television stations, or your local library. complaints and inquiries. A list of Federal agencies with Telecommunications Devices for the Deaf (TDD) begins cn page 81. Occupational and Professional Licensing Boards There are an estimated 1,500 state agencies which license or register members of more than 550 professions and service industries, including doctors, lawyers, nurses, accountants, pharmacists, funeral directors, plumbers, electricians, auto Remember: repair shops, employment agencies, collection agencies, beauticians, and television and radio repair shops.

In addition to setting licensing standards, these boards also set rules and regulations; prepare and give examinations; c)&ill issue, deny or revoke licenses; bring disciplinary actions; and handle consumer complaints.

Many boards have referral services or consumer education materials to help you selece a professional. If you have a complaint and contact a licensing agency, the agency will contact the professional on y cur behalf. If necessary, they may ciduct an investigation and take disciplinary action against the professional. This action may include probation, or license suspension or revocation.

To locate the local office of an occupational or professional licensing board, check your local telephone directory under the headings of Licensing Boards or Professional Associa- tions, or look for the name of the individual agency. If there is no local office. contact the state consumer office.

1. First contact the 'eller if you have a complaint. Legal Recourse 2.If that doesn't resolve your problem, contact the company headquarters. 3.If your problem is still unresolved, refer to the index for appropriate organiza- Please note that some of the sources of help tions, or state, local and Federal offices listed in the Consumer's Resource Handbook that provide assistance. have a policy of declining complaints from con- 4. Taking legal action should be the last sumers who have sought prior legal counsel. resort. 11 5 Small Claims Courts Private Lawyers Small claims courts were established to resolve disputes If you need help finding a lawyer, check with the Lawyer involving claims for small debts and accounts. While the max- Referral Service of your state, city or county bar association imum amounts that can be claimed or awarded differ from listed in local telephone directories. state to state, court procedures generally are simple, inexpen- sive, quick and informal. Court fees are nominal, and you of- Lawyers are now permitted to advertise and you can find ten get your filing fee back if you win your case. Generally, their ads in the Yellow Pages or in many local newspapers. you won't need a lawyer. In fact, in some states, lawyers areComplaints about a lawyer should be referred to your state, not permitted. If you live in a state that allows lawyers and city or county bar association. 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 lawyers. Other Consumer Information

Remember, even though the court is informal, the rulingConsumer Credit Counseling Services must be followed, just like any other court. Counseling services provide assistance to individuals hav- If the party bringing the suit wins the case, the party who ing difficulty budgeting their money and/or meeting necessary lost will often follow the court's decision without additional monthly expenses. Many organizations, including credit legal action. Sometimes, however, losing parties will not obey unions, family service centers and religious organizations offer the decision. In these cases, the winning party may go backsome type of free or low cost credit counseling. to court and ask for the order to be "enforced:' Depending on local laws, the court may, for example, order property to The Consum3r Credit Counseling Service (CCCS) is one be taken by law enforcement officials and -.old. The winning non-profit organization that provides money management party will get the money from the sale up to the amount they techniques, debt payment plans and educational programs. are owed. Or, if the person who owes the money receives aCounselors take into consieration the needs of the client, salary, the court may order the employer to garnish or de-as well as the needs of the creditor when working nut a debt duct money from each paycheck and give it to the winner ofrepayment plan. You can find the CCCS office nearest you the lawsuit. by contacting the National Foundation for Consumer Credit, Inc., 8701 Georgia Avenue, Suite 507, Silver Spring, MD 20910, Check your local telephone book under your municipal, (301) 589-5600. county or state government headings for small claims courtConsumer Information Catalog listings. When you contact the court, ask the court clerk how to use the small claims court. To better understand the The Consumer Information Catalog lists more than 200 free process, sit in on a small claims court session before taking or low-cost Federal booklets on a variety of topics, many of which may be helpful in addressing consumer complaints or your case to court. problems. Topics include: careers and education, child care, Federal benefits, financial pl&nning, gardening, health, housing, small business, travel, hobbies, cars, etc. This free Legal Aid and Legal Services Catalog is published quarterly by the Consumer Information Legal Aid and Legal Services offices help individuals who Center, and may be ordered by ending your name and ad- cannot afford to hire private lawyers. There are more thandress to: Consumer Information Center, Puizhlo, CO 81009. 1,000 of these offices around the country, staffed by lawyers, Private and Voluntary Consumer Groups paralegals, and law students. All offer free legal services to those who qualify. Private and voluntary consumer organizations are usually created to advocate specific consumer interests. In some com- Funding is provided by a variety of sources, including munities they will help individual consumers with complaints. Federal, state and local governments and private donations.To find out if such a group is in your community, contact your Many law schools nationwide conduct clinics where law state or local consumer protection office. A list of the offices students assist practicing lawyers with these cases as part begins on page 45. of their training.

These offices generally offer legal assistance with problems such as landlord-tenant relations, credit, utilities, family issues (such as divorce and adoption), social security, welfare, unemployment, and workmen's compensation. Each Legal Aid office has its own board of directors which determines the priorities of the office and the kinds of cases handled. If the Legal Aid office in your are does not handle your type of case, it ?hould be able to refer you to other local, state or national organizations that can provide advice or help.

6 PART II Consumer Assistance Directory Corporate Co r- lee Contacts SIImalms.....smossIonismRlito.-+.4...1., The first step in resolving a complaint is to return tc, ttts. Inquiries about V /'angler products should be directed to place of purchase and talk with the salet.derson who sold you the consumer representative at Blue Bell, Inc. because Blue the product or service. If that is unsuccessful, the next step is Bell handles the complaints for the Wrangler brand. to contact the company's headquarters If you do not find the product name in this section, check This section is designed to help you identify the address the product label or warranty information for the name and of a company's headquarters and, in most cases, the address of the manufacturer. Other sources of information can appropriate person to contact. Most listings include telephone be found in most public libraries. The Standard & Poor's Register numbers, and many feature toll free "800" numbers which, of Corporations, Directors and Executives, the Trade Names unle.,s otherwise noted, cdn be used from anywhere in the Directory, and the Standard Directory of Advertisers are three continental United States. sources that list information on most firms. If you cannot locate Throughout this section, you will notice companies or the name of the manufacturer, the Thomas Register of American brand names listed with the instruction to refer to another Manufacturers lists the manufacturers of thousands of products. company listed elsewhere in the section. For example: To save time and energy, first take your complaint along with your records, back to where you made the purchase. If you Wrangler Jeans contact corporate headquarters first, the representative will see Min Bell, Inc. probably direct you back to the focal retailer where you made the purchase. ...mMo,....

A Mr. Cal Kraft, Director Mr. Timothy Orkins, Director Consumer Communications Consumer Affairs Ms. Mary Stevenson Agency Complaint Coordinator AMTRAK Alaska Airlines AAMCO7nsmissions, Inc. 400 North Capitol Street, N.W. P.O. Box 68900 Washington, DC 20001 Seattle, WA 98168 One Presio,.. 1,y..'isvard (206) 431-7286 Bala Cynw), r , :9064 (202) 383-2121 (215) 668-2900 1 (800) 562-6960 Ms. Michelle Evans, Manager 1 (800) 523-0401 (toll free) (toll free TDD in Pennsylvania) 1 (800) 523-6590 Consumer Relations Department (toll free TDD outside Pennsylvania) Audience Information Alberto-Culver Company ABC Television Network 2525 Armitage Avenue Ms Jane Redfern, District Manager Melrose Park, IL 60160 1'330 Avenue of the Americas Cumumer Affairs (312) 450-3163 New York, NY 10019 (212) 887-7478 AT&T 295 North Maple Avenue Consumer Affairs Department Room 2353 G1 Mr. Joseph P. Casassa, Supervisor Allied Van Lines Basking Ridge, NJ 07920 P.O. Box 4403 Product Service (201) 2 7015 Chicago, IL 60680 AC Delco Automotive Parts (312) 681-8000 General Motors Corporation Ms. Dot Edge 1601 North Averill Avenue Golf Division National Consumer Relations Mr Marshall Antcnio Flint, MI 48556 Customer Relations Director (313) 257-6390 Acushnet P.O. Box B 965 Allstate Insurance Company New Bedford, MA 0274; Allstate Plaza Ms. Linda Rubera (617) 997-2830 Northbrook, IL 60062 Consumer Affairs Assistant AETNA Life and Cas Aalty (312) 291-6719 151 Farmington Avenue Admiral see Maycor Ms. Patti Yoshino, Manager Hartford, CT 06156 Ciaiir'nd Customer Relations (203) 273-7894 1 (800) 243-0185 Ms. Margie Hausburg Alot,_ Airlines (toll free outside Connecticut) Quality Assurance Analyst P.O. Box 30028 Adolph Coors Company Honolulu, HI 96820 Ms. Patricia Hubbard Golden, CO 80401 (808) 836-4293 Coordinator Consumer Relations 1 (800) 642-6116 (toll free) Ms. Gail Donnelly A.H. Robins Company, Inc. Senior Consumer Rapresentative 3800 Cutshaw Avenue Ms. Donna Carr, Coordinator Department of Public Relations Richmond, VP. 23230 Consumer Affairs (804) 257-2720 Airwick Industries, Inc. Alpo Pet Foods 380 North Street P0. Box 2187 Teterboro, NJ 07608 Allentown, PA 1301 AMY Enterprises Corporation (215) 398-4647 1501 East Wisconsin Street (201) 933-8200 Delavan, WI 53115 (414) 728-5521 1J 7 ..11 CORPORATE CONSUMER CONTACTS

Ms. Jo Ann Benson, Supervisor American 1.-ire Industries, Inc.Aramis, Inc. Customer Relations see Encore -wet see Estee Lauder, Inc. Amana Refrigeration, Inc. Amana, IA 52204 Mr. Ronald J. Fojtlin, Manager Mr. Paul Bona, Marketing Director (319) 622-5511 Customer and Product Services Arizona M. 'I Order American Standard, Inc. 3740 East 34th Street Ms. Susan Sampsell, Manager P.O. Box 6820 Tucson, AZ 85713 Consumer Affairs Piscataway, NJ 08855 (602) 745-4500 America West Airlines 1 (800) 223-0651 222 South Mill Avenue (toll free in New Jersey) Arm & Hammer Tempe, AZ 85281 1 (800) 223-0068 see Church & Dwight Co., Inc. (602) 921-5055 (toll free outside New Jersey) Mr. Fred Fuest, Manager Mr. Eugene Dieringer, Director Mr. Michael''. Miller, Senior Vice President Consumer Affairs Consumer Relations American Stores Company American Airlines P.O. Box 27447 Armstrong Tire Company 500 Sargent Drive Dallas/Fort Worth Airport Salt Lake City, UT 84127 New Haven, CT 06536 P.O. Box 619616 5E12 (801) 539-0112 1 (800) 243-0167 (toll free) Dallas/Fort Worth, TX 75261 (817) 355-2114 Mr. Anthony L. Fera, Manager Consumer Relations Ms. Jane W. Deibler, Manager Mr. Bill Bendel!, Director American Tourister, Inc. Consumer Affairs Approved Auto Repair 91 Main Street Armstrong World Industries American Automobile Warren, RI 02885 P.O Box 3001 (401) 245-2100 Lancaster, PA 17604 Association (717) 396-4401 8111 Gatehouse Road 1 (800) 538-3383 1 (800) 233-3823 (toll free) Room 535 (toll free outside Rhode Island) Falls Church, VA 22047 Ms. Janice Day (written complaints only) Amerongen, Inc. see Budget Rent-A-Car Consumer Relations Administrator Ms. Janey Loyd, Director Corporation Armorall Products Corporation P.O. Box 19039 Consumer Affairs and Business Information Mr. John B. Shaw, Manager Irvine, CA 92713 American Cyanamid Company (714) 553-1003 697 Route 46 Customer Relations and Consumer Affairs Amoco Oil Company 1 (800) 854-3685 Clifton, NJ 07015 (toll free outside California) 1 (800) 932 -2732 (toll free) 200 East Randolph Chicago, IL 60601 Consumer Services Mr. Martin J. Hummel, Vice President (312) 856-5894 Executive Consumer Relations Armour Processed Meat American Express Company Ms. Robin Horder -Koop, Senior Manager Company 15101 North Scottsdale Road American Express Tower Programs and Services Scottsdale, AZ 85254 World Financial Center Amway Corporation (602) 998-6186 New York, NY 10285 7575 East Fulton Road (212) 640-5619 Ada, MI 49355 1 (800) 528 -4800 (616) 676-6899 Arrow Shirts (toll freegreen card inquiries) (616) 676-5494 (TDD) see West Point-Pepperell 1 (800) 327-2177 (toll freegold card inquiries) Mr. Jim Berg, Supervisor of Products Ms. Carletta M. Longo 1 (800) 525-3355 Service and Repair Consumer Compliance Officer (toll freeplatinum card inquiries) Andersen Corporation Atlantic Financial Bayport, MN 55003 2401 Walnut Street Customer Service (612) 439-5150 Philadelphia, PA 19101 American Family Publishers (215) 972-6104 Mr Robert Distelrath, Manager P.O. Box 62999 1 (800) 233-1199 (toll free) Cons Relations Tampa, FL 33662 1 (800) AFP-2400 (toll free) Anhuuser-Busch, Inc. Mr. Thomas C. Butler, Manager One Busch Place Customer Relations Ms. Sue Holiday, Consumer Correspondent St. Louis, MO 63118 Atlantic Richfield Company American Greetings Corporation (314) 577-3093 515 South Flower Street 10500 American Road Room 2059 Corporate Relations Cleveland, OH 44144 Los Angeles, CA 90071 (216) 252-7300 Aon Corporation (213) 486-0265 123 North Wacker Drive 1(800)321 -3040 1 (800) 322-2726 (toll free) Chicago, IL 60606 (toll free outside Ohic) (312) 701-3000 Mr. J.R. Patterson, Vice President Customer Service and Insurance Mr. Ron Hendershott, Manager Customer Relations Department Regulatory Affairs Apple Computer, Inc. Atlas Van Lines 1212 St. George Road American Home Foods 20525 Mariani Avenue P.O. Box 509 685 Third Avenue Mail P'op 37-S Evansville, IN 47703 New York, NY 1C017 Cupertino, CA 95014 1 (800) 457-3705 (toll free) (212) 87,-6865 (408) 973-2244 (complaints and questions) American Learning Corporation 1 (800) 538-9696 see Encyc "paedia Britannica (toll free for dealer information) 14 8 CORPORATE CONSUMER CONTACTS

Ms. Lynne Lappin, Supervisor Mr. William Fackler Beiersdorf, Inc. Customer Service Executive Vice President Marketing P.O. Box 5529 Avis Rent-A-Car System Barnett Banks, Inc. Norwalk, CT 06856 900 Old Country Road P.O. Box 40789 (203) 853-8008 Garden City, NY 11530 Jacksonville, FL 32251 1 (800) 233-2340 (516) 222-4200 (904) 791-7720 (toll free outside Connecticut)

Mr. Mike Cavallo, Customer Relations Ms. Gloria Mazzocco Mr. Fred Cooke, Assistant to the President Avon Fashions, Inc. Quality Control Bell Atlantic Corporation James River Trader R.G. Barry Corporation 1310 North Courthouse Road, 10th Floor 5000 City Line Road 13405 Yarmouth Road, West Arlington, VA 22201 Hampton, VA 23661 Pickerington, OH 43147 (703) 974-5553 (804) 827 -4000 (614) 864-6400 1 (800) 848-7560 Mr. Keith Kard, Director Ms. Lynn Baron, Manager (toll free outside Ohio) Marketing and Public Relations Consumer Information Center Benihana of Tokyo Avon Products, Inc. Bass ?ro Shop 8685 Northwest 53rd Terrace 9 West 57th Street 1935 South Campbell Miami, FL 33166 New York, NY 10019 P.O. Bc x 4046 (305) 593-0770 (212) 546-7777 Spring.ield, MO 65807 1 (80C) BASS-PRO (toll free) Ms. Ronda Trog, Manager Ms. Marilee Wein, Regulatory Associate Customer Relations Ayerst Labs Contact Lens Solutions Best Western International 685 Third Avenue Bausch and Lomb P.O. Box 10203 New York, NY 10017 Personal Products Division Phoenix, AZ 85064 (212) 878-6087 1400 North Goodman Street (602) 957-4200 Rochester, NY 14609 B 1 (800) 227-4670 Birds Eye (toll free in New York) see General Foods Ms. Deborah A. Carter 1 (800) 553-5340 Consumer Relations Manager (toll free outside New York) Mr. Floyd Coonce, Manager B-F Beverage Company Consumer Assistance P.O. Box 1080 Contact Lenses Black and Decker Louisville, KY 40201 Bausch and Lomb (502) 585 -1100 Home Appliances Professional Products Division 6 Armstrong Road 1400 North Goodman Street Consumer Relations Department Shelton, CT 06484 Rochester, NY 14609 (203) 926-3218 BIC Corporation (716) 338-6000 Wiley Street Milford, CT 06460 Bausch and Lomb Black and Decker Power Tools (203) 783-2000 10 North Park Drive Sunglasses Division Hunt Valley, MD 21030 465 Paul Road (301) 683-7100 Ms. Adelina Silver, Director Rochester, NY 14624 Public Relations 1 (800) 462-4893 Bacardi Corporation Ms. Lori Hunt (toll free in New York) Customer Services Representative GPO Box 3549 1 (800) 828-1430 Block Drug Company, Inc. San Juan, PR 00936 (toll free outside New York) (809) 795 -1560 257 Cornelison Avenue Customer Service Department Jersey City, NJ 07302 (201) 434-3000, ext. 308 Bali Bear Creek Corporation 1 (800) 526-6040 2518 South Pacific Highway see Kitchens of Sara Lee (toll free outside New Jersey) P.O. Box 299 Medford, OR 97501 Mr. William Peltier, Vice President Customer Service Department Corporate Communications (503) 776-2400 Bloomingdale's by Mail, Ltd. Bally Manufacturing Corporation Corporate Relations 475 Knotter Drive 8700 West Bryn Mawr P.O. Box 593 Chicago, IL 60631 Beatrice Companies, Inc. 2 North LaSalle Street Cheshire, CT 06410 (312) 399 -1300 (203) 271-1313 (mad order inquiries only) Chicago, IL 60602 Ms. Jacquie DelBucchia, Vice President (312) 558-3755 Ms. Coleen Crider, Consumer Relations Quality of Service Mr. Charles F. Baer, President Blue Bell, Inc. Bank of Amcrica, NT & SA P.0 Box 21488 Bank of America Center Consumer Products Division Greensboro, NC 27420 555 California Street Becton Dickinson and Company (919) 373-3564 Department 3538 One Becto: Jrive San Francisco, CA 94104 Franklin Lakes, NJ 07417 (201) 848-6800 Consumer Affairs (415) 622 -6081 Blue Cross and Blue Shield Mr. Scott Peterson, Vice President Consumer/Public Affairs Department Association Public Relations Beecham Group 1709 New York Avenue, N.W., Suite 303 The Bank of New York P.O. Box 1467 Washington, DC 20006 48 Wall Street, 30th Floor Pittsburgh, PA 15230 (202) 783-6222 New York, NY 10015 1 (800) 242-1718 (toll free in Pennsylvania) (212)530-3981 1 (800) 245-1040 (toll free outside Pennsylvalit 9

T'' ax,.. 1 CORPORATE CONSUMER CONTACTS

Mr. Dan Evans, Chairman of the Board Mr. Charles Cahka, Consumer Relations Customer Service Bob Evans Farms, Inc. The Broadway C. Itoh Digital Products, Inc. 3776 South High Street 3880 N. Mission Road P.O. Box 9085 P.O. Box 078E3 Los Angeles, CA 90031 Torrance, CA 90508 Columbus, OH 43207 (213) 227-2440 1 (800) 423-0300 (toll free) (614) 491-2225 Mr. Thomas J. Corcoran 1 (800) 272-PORK (toll free outside Ohio) Ms. Marjorie Holyoak, Director President and CEO Audience Services Industry and Consumer Affairs Division Brock Hotel Corporation CBS Broadcast Group 4441WfsSt Airport Freeway The Bohannon Group 51 West 52nd Street Irving, TX 75062 P.O. Box 14405 New York, NY 10019 (214) 258-8500 St. Louis, MO 63178 (212) 975-3166 (314) 533-2499 Customer Service Brown Group, Inc. CIBA Vision Corporation Ms. Connie Jones, Marketing Department P.O. Box 354 2910 Amwiler Court Bojangles St. Louis, MO 63166 Atlanta, GA 30360 P.O. Box 240239 (314) 854-2797 1 (800) 241-5999 (toll free) Charlotte, NC 28224 Ms. Karen Knutson, Director (704) 527-2675, ex! 262 CIBA -GEIGY Corporation Customor Relations Agricultural Division Mr. G. Donald Gale Budget Rent-A-Car Corporation 410 Swing Road 3350 boyington Drive Bonneville International Greensboro, NC 27419 Carrollton, TX 75006 Broadcast House (919) 292-7100 (312) 580-5000 Salt Lake City, UT 84180 1 (800) 621-2855 (toll free in Texas) (801) 575-5690 CIBA-GEIGY Corporation 1 (800) 621-2844 (toll free outside Texas) Pharmaceuticals Division Ms. Karen Wilson, Manager Investor Service Center 556 Morris Avenue Consumer Response Department Buil & Bear Group, Inc. Summit, NJ 07901 Borden, Inc. 11 Hanover Square (201) 277-5000 180 East Broad Street New York, NY 10005 Columbus, OH 43215 (212) 363-1100 CIE Terminals (614) 225-4511 2505 McCabe Way Ms. Sandra Saione, Production Coordinator Irvine, CA 92714 Mr. John Leone Bullocks Wilshire 1 (800) 854-3322 (toll free) Catalog Division Director of Customer Service Metro Station Mr. Eugene F. McDonald Boyle-Midway P.O. Box 55029 P.O. Box 950 Assistant Vice President Los Angeles, CA 90010 Customer Relations Cranford, NJ 07016 1 (800) 325-7505 (toll free) (201) 276-3900 CIGNA Companies Manager, Customer Relations 1600 Arch Street Ms. Karen Zahn, Director EJlova Watch Company Philadelphia, PA 19103 Customer Relations 26-15 Brooklyn Queens Expressway East (215) 241-4000 Brad lees Stores Woodside, NY 11377 One Brad lees Ciicle (718) 204-3300 (consumer relations) Ms. Michelle Baillargeon Braintree, MA 02184 (718) 204-3222 (repairs) Customer Relations Department (617) 770-5468 CVS Mr. Monroe Milstein, President One CVS Drive Ms. Vickie Davis, Manager Burlington Coat Factory Woonsocket, RI 02895 Customer Relations Warehouse Corp. (401) 765-1500 Braniff, Inc. Route 130 North Burlington, NJ 08016 P.O. Box 7035 Customer Service Department (609) 386-3314 Dallas, TX 75209 Cabela's, Inc. (214) 358-7404 812-13th Avenue Ms. Doris Covington, Coordinator Sidney, NE 69160 Consumer Information 1 (800) 237-8888 (toll free) Breck Hair Care Products Burlington Industries see American Cyanamid P.O. Box 21207 Ms. Lisa Carlson Company C.mensboro, NC 2742' Consumer Affairs Analyst (919) 379-2331 Cadbury Schweppes Ms. Bernadette Hardy, Manager Consumer Relations Beverages Division Consumer Relations Burroughs Wellcome Company High Ridge oark, Bristol-Myers Company 330 Cornwallis Road P.O. Box 3830 345 Park Avenue Research Triangle Park, NC 27709 Stamford, L'T 06905 New York, NY 10154 (919) 248-3000 (203) 968-2210 (212) 546-4000 C Ms. Christine McMahon Mr. Art McMahon, Vice President Consumer Services Manager Customer Services Mr. Paul Reisbord Cadbury Schweppes British Airways President and Chairman of the Board Confections Division 245 Park Avenue C&R Clothiers Route 63 New Haven Road 8660 Hayden Place New York, NY 10167 Naugatuck, CT 06770 (212) 878-4500 Culver City, CA 90232 (203) 729-0221 (213) 559-8200

10 16

'1, , i CORPORATE CONSUMER CONTACTS

Mr. Joe Petrakovic, Manager Customer Service Department Ms. Nancy Sevinsky, Manager Consumer Communications Casio, Inc. Consumer Relations Caloric Modern Maid 570 Mount Pleasant Avenue Church & Dwight Company, Inc. Corporation Dover, NJ 07801 469 North Harrison Street 403 North Main Street (201) 361-5400 Princeton, NJ 08540 Topton, PA 19562 (609) 683-5900 (215) 682-4211 Mr. Bruce Wagner, Service Supervisor 1 (800) 624-2889 Champion Spark Plug Company (toll free in New Jersey) 1 (800) 524-1328 Ms. Virginia Pao P.O. Box 910 (toll free outside New Jersey) Assistant to the Public Relations Director Toledo, OH 43661 Calvin Klein Industries, Inc. (419) 535-2458 205 West 39th Street, 10th Floor Operations Department New York, NY 10018 Church's Fried Chicken, Inc. Ms. Rosemary Littlefield (212) 719-2600 P.0 Box BH001 Customer Relations Coordinator San Antonio, TX 78284 Mr Drew Fox, Director Chanel, inc. (512) 735-9392 Consumer Relations 9 West 57th Street, 44th Floor 1 (800) 222-5857 (toll free) Campbell Soup Company New York, NY 10019 (212) 688-5055 Campbell Place Cincinnati Microwave Camden, NJ 08101 One Microwave Plaza (609) 342-3714 Ms. Lila A. Lesley, Consumer Affairs Cincinnati, OH 45249 Consumer Products Division (513) 489-5400 Mr. Bertram Silk, Vice President Chattem, Inc. 1 ',800) 543-1608 (toll free) Winery Operations 1715 West 38th Street Canandaigua Wine Company Chattanooga, TN 37409 116 Buffalo Street (615) 821-4571, ext. 211 Circuit City Stores, Inc. Canandaigua, NY 14424 1 (800) 251-7272 2040 Thalbro Street (716) 394-3630 (toll free outside Tennessee) Richmond, VA 23230 (804) 257-4227 Ms. Rhoda Multz, National Manager (b04) 257-4547 (in New York) Consumer Product Services Administration Mr. Anthony Dapuzzo, Director 1 (800) 251-2665 (toll free) Canon USA, Inc. Consumer Affairs 1 Jerricho Plaza Chemical Bank Mr. Nathaniel J. Sutton, Vice President Jerricho, NY 11753 52 Broadway, 11th Floor Customer Affairs (516) 933-6300 New York, NY 10004 Citicorp/Citibank (212) 701-5150 399 Park Avenue Mr. nay Perry, Vice President New York, NY 10043 Operations Mr. Jack VanFossen, President (212) 559-0403 Carl Karcher Enterprises ChemLawn Services P.O. Box 4349 Corporation Ms Ellen Peressini, Executive Secretary Anaheim, CA 92803 8275 North High Street Citizen Watch Company (714) 774-5796 Columbus, OH 43085 of America, Inc. (614) 888-3572 Mr. Dick L. Curd, Director 8506 Osage Avenue Corporate Communications Los Angeles, CA 90045 Carnation Company Mr. Walter Dabek, Manager (213) 215-9660 Consumer Response 1 (800) 458-3300 5045 Wilshire Boulevard (toll free in California) Los Angeles, CA 90036 Chesebrough-Pond's, Inc. 1 (COO) 321-3173 (213) 932-6000 33 Benedict Place Greenwich, CT 06830 (toll free outside California) Ms. Pat Biederman 1 (800) 852-8558 Passenger Service Manager (toll free in Connecticut) Clinique Laboratories, Inc. Carnival Cruise Lines 1 (800) 243-5804 see Estee Lauder, inc. 5225 Northwest 87th Avenue (toll free outside Connecticut) Miami, FL 33166 Ms C. Kay Whitehurst 1 (800) 327-7373 (toll free) Mr. Charles Penney, Supervisor Consumer Services Manager Dealer and Consumer Affairs Clorox Company Mr. James Witz Chevron U.S.A. PO. Box 24305 Consumer Relations Manager P.O. Box H Oakland, CA 94623 Carrier Air Conditioning Concord, CA 94524 (415) 271-7283 Company (415) 827-6412 P.O. Box 4808 Consumer Affairs Department Syracuse, NY 13221 Customer Response Coordinator (315) 432-0761 Club Med Sales, Inc. Chi-Chi's, Inc. 40 West 57th Street 1 (800) 227-7437 10200 Linn Station Road (toll free outside New York) New York, NY 10019 Louisville, KY 40232 (212) 977-2100 Carte Blanche (502) 426 -3900 see Diner's Club Mr. Roger Nunley, Manager Store Operations Chuck E. Cheese Consumer Information Center Carvel Corporation see Brock Hotel Corporation Coca-Cola Company 201 Saw Mill River Road Drawer 1734 Yonkers, NY 10701 Atlanta, GA 30301 (written inquiries only) 17 1 (800) 438-2653 (toll free) 11 CORPORATE CONSUMER CONTACTS

Co !dwell Banker ConsumiNs Products Group Service Department see Sears, Roebuck and Co. see Crimmudore Business Craftmatic/Contour Machines, Inc. Consumer Services Department Organization, Inc. Coleco Industries, Inc. 2500 Interplex Drive Trevose, PA 19047 P.O. Box 460 Supervisors Department (215) 639-1310 Amsterdam, NY 12010 Contempo Casuals 1 (800) 523-5383 (toll free) (518) 843-4390 5433 West Jefferson Boulevard Los Angeles, CA 90016 Mr. George Turner, Vice President Ms. Grace Richardson, Director (213) 936-2131 Operations Consumer Affairs 1 (800) 368-5923 (toll free) Crown Books Colgate-Palmolive Company 3300 75th Avenue 300 Park Avenue Ms. Hazel Wilson Director Landover, MD 20785 New York, NY 10022 Training and Consumer Relations (301) 731-1200 (212) 310-2653 Continental Airlines Mr. Joseph Goldkopf, Director Ms. Nina Kenney, Vice President P.O. Box 4607 Consumer Relations Consumer Affairs Houston, TX 77210 Colonial Penn Group, Inc. (713) 442-4700 Cuisinarts, Inc. P.O. Box 2150 11 Penn Center Plaza Greenwich, CT 06836 19th and Market Streets Ms. Cheri Spies, Manager (203) 622-4600 Philadelphia, PA 19181 Consumer Affairs 1 (800) 243-8540 (toll free) (215) 988-8207 Continental Baking Company Checkerboard Square Mr. Robert J. Burke, Director Columbia House St. Louis, MO 63104 Consumer Affairs A Division of CBS, Inc. (314) 982-4953 1211 Avenue of the Amencas Culligan International Company One Culligan Parkway New York, NY 10036 Ms. Barbara Cella, Ma :ger 1 (800) A57-0500 Northbrook, IL 60062 Customer Relations (312) 498-2000 (toll freerecords and tapes) Continental Illinois 1 (800) 457-0866 Mr. Marvin E. Eisenstadt, President (toll freevideos) 231 LaSalle Street Chicago, IL 60697 Cumberland Packing Ms. Teresa C. Infantino (312) 828-5795 Corporation Executive Vice President (800) 621-3817 (toll free) Two Cumberland Street Combe, Inc. Brooklyn, NY 11205 1101 Westchester Avenue Control Data Contact Center (718) 858-4200 White Plains, NY 10604 Control Data Corporation 1 (800) 336-0363 (914) 694-5454 8100 34th Avenue Scuth Poll free in New York) Minneapolis, MN 55440 1 (800) 231-1123 Combined Insurance Company (612) 853-3400 (toll free outside New York) of America 1 (800) 232-1985 (toll free) Mr. John Hyder, Supervisor see Aon Corporation Customer Service Commerce Drug Division Customer Service Current Converse, Inc. P.O. Box 2559 see Del Laboratories, Inc. One Ford ham Road Colorado Springs, CO 80901 Mr. Peter J. Baczor, Manager North Reading, MA 01864 1 (800) 525 -7170 (toll free) Consumer Relations (617) 664-7418 1 (600) 545-4323 (toll free) Customer Care Department Commodore Business Curtis Mathes Corporation Machines, Inc. 1220 Champion Circle, Suite 100 1200 Wilson Drive Coppertone Carrollton, TX 75006 West Chester, PA 19380 see Plough, Inc. (214) 484-4941 (215) 431-9100 1 (800) 527 -7646 (toll free) Ms. Wendy Atkins, Manager Customer Relations Department D Compaq Computer Corporation Consumer Services 20555 FM 149 Corning Glass Works d-Con Houston, TX 77070 1300 Hopeman Parkway see Lehn & Fink Products Group (713) 370 -0412 Waynesboro, VA 22980 (703) 942-3500 Ms. Lori Schleuning, Manager Comprehensive Care Customer Service Corporation Ms. Connie J. Shelby, Manager DHL Corporation 18551 Von Karman Avenue Consumer Affairs 333 Twin Dolphin Drive Irvine, CA 92715 Cosmair, Inc. Redwood City, CA 94065 (813) 888-5033 (East coast) P.O. Box 98 (415) 593-7474 (714) 851-2273 (West coast) Westfield, NJ 07091 1 (800) 631-7358 (toll free) Dairy Queen Ms. Janet Venditti, Manager see International Dairy Queen Consumer Affairs Ms. Kathy Doyle Finley, Supervisor Ms. Barbara Bec., Director Congoleum Corporation Member and Consumer Relations 195 Belgrove Drive Consumer Relations Kearny, NJ 07032 Cotter & Company 2740 North Clybourn Avenue Dannon Company, Inc. (201) 991-1000 11 Westchester Avenue Chicago, IL 60614 White Plains, NY 10604 (312) 975-2700 (914) 697-9700 12 18 CORPORATE CONSUMER CONTACTS

Mr. David Christman, Manager Mr. George Andrassy, Vice President Mr. Neil Kajfez, Manage Customer Service Department Research and Development Consumer Affairs Danskin Dep Corporation Dow Consumer Products P.O. Box M 16 2101 East Via Arad° Food Care Division York, PA 17405 Rancho Dominguez, CA 90220 P0. Box 68511 (717) 846-4874 (213) 604-0777 Indianapolis, IN 46268 1 (800) 367-2855 (toll free) 1 (800) 428-4795 (toll free) Ms. Patricia Ploetz, Manager Central Consumer Relations Coordinator, Consumer Relations The Dial Corporation Ms Jean 0 Rogers, Manager Dayton Hudson Department Consumer Affairs Store Company Greyhound Tower Dow Consumer Products 700 Nicollet Mall Station 316 Phoenix, AZ 85077 Texize Household Minneapolis, MN 55402 (602) 248-2595 Products Division (612) 375-6802 P.O. Box 368 Mr. Jack Clark, Director Greenville, SC 29602 Dean Witter Customer Relations (803) 297-3400 Financial Services Group Diet Centers for Weight Loss see Sears, Roebuck and Co. 220 South 2nd Street West Mr. Jim Ball, Vice President Rexburg, ID 83440 Corporate Communications Dearfoam (208) 356-9381 Dr. Pepper Company see R.G. Barry Corporation 5523 East Mockingbird Lane Customer Assistance Department Dallas, TX 75206 Digital Equipment Corporation (214) 824-0331 Ms. Julie Jason, Customer Service 40 Old Bolton Road DeVry, Inc. Stow, MA 01775 Ms. Jane Lagusch 2201 West Howard Street (617) 493-7161 Secretary to the President Evanston, IL 60202 (312) 328-8100 Ms. Betsy Feeley, Vice President Drug Emporium, Inc. 1 (800) 323-4253 (toll free) Customer Service 7760 C Langy River Road, Suite 207 Diners Club International Worthington, OH 43085 (614) 888-6876 Ms. Margaret Sanders 183 Inverness Drive West Consumer Relations Department Englewood, CO 80112 Del Laboratories, Inc. (303) 790-2433 Mr. Joseph McVee 1 (800) 525-9135 (toll free) Product Manager 565 Broad Hollow Road Dulcolax Farmingdale, NY 11735 Discover Credit Card (516) 293-7070 Boehringer Ingeiheim see Sears, Roebuck and Co. 90 East Ridge P.O. Box 368 Ms. Catherine Randle, Supervisor Mr. Charles Tilden Ridgefield, CT 06877 Consumer Affairs Director of Communications (203) 798-9988 Del Monte Corporation Diversitech General P.O. Box 3575 A GenCorp Company Mr. Robert M. Rosenberg San Francisco, CA 94119 One General Street Chairman of the Board (415) 942-4803 Akron, OH 44329 Dunkin Donuts of America (216) 798-3412 P.O. Box 317 Public Relations Ms. Helen Robinson, Supervisor Randclph, MA 02368 Delco Remy Division (617) 961-4000 Generai Motors Corporation Consumer Response 2401 Columbus Avenue Dole Food Products Mr. Thomas M. Johnson, Manager Anderson, IN 46018 50 California Street Consumer Affairs (317) 646-3367 San Francisco, CA 94111 (415) 986-3000, ext. 4272 Dunlop Tire Corporation 1 (800) 232-8888 P.O. Box 1109 Mr. D. W. Shaw, General Manager (toll free in California) Buffalo, NY 14240 Consumer Affairs 1 (800) 232-8800 (716) 879-8258 Delta Airlines (toll free outside California) Hartsfield Atlanta International Airport Atlanta, GA 30320 Consumer Affairs Department Mr. Paul D. Black, Vice President Durkee/French Foods (404) 765-2600 Operations P.O. Box 23450 Domino's Pizza, Inc. Rochester, NY 14692 Ms. Barbara Smith P.O. Box 997 (716) 482-8000 Product Service Manager Ann Arbor, MI 48106 Delta Faucets (313) 668-4000 P.O. Box 40980 E Indianapolis, IN 46280 Mr. Robert J. Posch, Jr. Mr. Edward W. Larkin (317) 848-1812 Book Clubs & Counsel First Vice President Doubleday Company, Inc. Assistant General Counsel Ms. Marilyn Combellick 5C1 Frahklin Avenue B.F. Hutton & Co., Inc. Coordinator of Guest Relations Garden City, NY 11530 One Battery Park Plaza, 19th Floor Denny's, Inc. (516) 673-4628 New York, NY 10004 14256 East Firestoi a Boulevard (212) 742-7164 La Mirada, CA 90637 Douvier Ice Cream Makers (714) 739-8100 see Nikkei Industries

, t 19 13 CORPORATE CONSUMER CONTACTS

Product Information Center Ms. Martha S. Yocum Mr John West E.I. duPont de Nemours & Co. Director of Consumer Affairs Manager of Service Assurance 1007 Market Street Encore Travel Federal Express Corporation Wilmington, DE 19898 4501 Forbes Boulevard P.O Box 727. Department 2640 1 (800) 441-7515 (toll free) Lanham, MD 20706 Memphis, TN 38194 (301) 459-8020 (901) 922-5642 Ms. Pat Robinette, Manager Ms. Linda Basler Consumer Affairs Mr. Norman Braun, Vice President Public Relations Contributions and Special Events Manager Eastern Airlines Federated Department Stores Miami International Airport Encyclopaedia Britannica, Inc. 7 West Seventh Street Miami, FL 33148 310 South Michigan Avenue Cincinnati, OH 45202 (305) 873-3450 Chicago, IL 60604 (312) 347-7230 (513) 579-7000 Mr. John Vaeth Ms. Cathy Sharkey, Manager Ms. Carolann V. Mathews, Director Consumer Relations Eastman Kodak Company Customer Relations 31.3 State Street Fieldcrest Cannon, Inc. Rochester, NY 14650 Equitable Life Assurance 60 West 40th Street 1 (800) 242-2424 (toll free) Society New York, NY 10018 785 Seventh Avenue (212) 536-1284 New York, NY 10019 Ms. Nancy Avino (212) 541-6730 Ms. Mary Luethmers Customer Service Representative 1 (8C0) 442-5880 Customer Relations Manager Eckerd Drug Company (toll free in New York) Fingerhut Corporation P.O. Box 4689 1 (800) 223-6646 11 McLeland Road Clearwater. FL 33518 (toll free outside New York) St. Cloud, MN 56395 (813) 397-7461 (612) 252-3181 Ms. Millie Roberson, Director 1 (800) 328-7092 (toll free) Customer Service Consumer Relations Eddie Bauer Ernest & Julio Gallo Winery Mr. Paul Thibodeau, Director Consumer Affairs 5th & Union Street P.O. Box 1130 P.O. Box 37C Modesto, CA 95353 Firestone Tire & Rubber Co. Seattle, WA 98124 (209) 579-3111 P.O. Box 26602 1 (800) 426-6253 (to!! free) Akron, OH 44319 Customer Service Department 1 (800) 321-1252 (toll free) Customer Service Esprit Consumer Affairs Department Edmund Scientific Company 900 Minnesota Street First Interstate Bank 101 East Gloucester Pike San Francisco, CA 94107 of California Barrington, NJ 08007 1 (800) 4-ESPRIT (toll free) 707 Wilshire Boulevard W 15-3 (609) 573-6260 Ms. Theresa Sullivan Los Angeles, CA 90017 (213) 614-3241 Consumer Affairs Department Executive Director, Consumer Relations Edward Lowe Industries, Inc. Estee Lauder, Inc. Ms. Susan Barlow, Director 919 North Michigan Avenue, Suite 2002 767 Fifth Avenue Consumer, Government, and Media Center Chicago, IL 60611 New York, NY 10153 First National Supermarkets, Inc. (312) 642-0888 (212) 572-4200 17000 Rockside Road Cleveland, OH 44137 Mr. John Keane, Director (216) 587-7100 Mr. Randy T. LoVallo, Staff Attorney Consumer Affairs Electrolux Corporation Ethan Allen, Inc. Ms. Sonia Bozeman 3003 Summer Street Ethan Allen Drive Consumer Affairs Officer Stamford, CT 06905 Danbury, CT 06811 First Nationwide Bank (203) 359-3600 (203) 743-8546 700 Market Street 1 (800) 892-5678 (toll free) San Francisco, CA 94102 Mr. Michael Quinn, Manager 1 (800) 237-0756 (toll free) Mr. C. Edward Kimsey Consumer ano Regulatory Affairs Consumer Technical Services Exxon Corporation Customer Service Eli Lilly & Company RO. Box 2180 First Union Bank Lilly Corporate Center Houston, TX 77252 P.O. Box 2870 Indianapolis, IN 46285 (713) 656-3151 Jacksonville, FL 32231 (317) 276-2339 (904) 361-2265 F 1 (800) 433-4195 (toll free) Mr. Albert S. Dimcoff, Vice President Family Circle Craft Kits Fisher Consumer Affairs see New York Times Company see SFS Corporation Emerson Electric Company 8000 West Florissant Avenue Ms. Judy Woolfolk, Home Economist Fisher Price St. Louis, MO 33136 Faultless Starch/Bon Ami se!! Quaker Oats Company (314) 553-3800 Company Ms. A. H. Player 1025 West Eighth Street Consumer Affairs Manager Customer Service Department Kansas City, MO 64101 Emery Worldwide (816) 842-1230 Florida Power and Light Co. Old Danbury Road P.O. Box 029100 Miami, FL 33102 Wilton, CT 06897 Fayva Shoe Stores (305) 552-4052 (203) 762-8601 see Morse Shoe Company 1 (800) 632-6554 (toll free) 14 20 CORPORATE CONSUMER CONTACTS

Ms. Hazel Hunter, Supervisor Consumer Relations General Host Corporation Customer Relations Fretter Appliance Company P.O. Box 10045 Florists Transworld Delivery 14985 Telegraph Stamford, CT 06904 Association (FTD) Redford. MI 48239 (203) 357-9900 29200 Northwestern Highway (313) 537-3701 P.O. Box 2227 1 (800) 323-0439 (toll free in Michigan) Ms. Sandy Weisenburger, Supervisor Southfield, MI 48037 1 (800) 932-3434 Consumer Relations (313) 355-9300 (toll free outside Michigan) General Mills, Inc. 1 (800) 355-9300 (toll free) Frigidaire Appliances P0. Box 1113 Minneapolis, MN 55440 Mr. Arthur Wellborn, Customer Relations see White Consolidated (612) 540-4295 Florsheim Shoe Cc .npany Industries 1 (800) 328-6787 (toll free) 130 South Canal Street Chicago, IL 60606 Frontier Airlines Customer Relations Department (312) 559-7456 see Continentai Airlines General Motors Acceptance Ms. Marta Jones, Manager Ms. Janet Rosati, Director Corporation (GMAC) Communications Quality Control and Consumer Services 3044 West Grand Boulevard, Room AX342 Fruit of the Loom, Inc. Detroit, MI 48202 Flowers Industries, Inc. (313) 556-0510 P.O. Box 1338 One Fruit of the Loom Drive Thomasville, GA 31799 Bowling Green, KY 42102 (912) 226-9110 (502) 781-6400 Customer Service General Tire & Rubber Company Mr. Fred Beck Mr. Leonard H. Yablon One General Street Executive Vice President Service Department Supervisor Akron, OH 44329 Forbes, Inc. Fuji Photo Film U.S.A., Inc. 1 (800) 426-4889 (toll free in Ohio) 60 Fifth Avenue 800 Central Boulevaid 1 (800) 847-3349 (toll free outside Ohio) Carlstadt, NJ 07072 New York, NY 10011 1 (800) 526-9030 (toll free) (212) 620-2248 Ms. Lode Thies, Manager Fuller Brush Company Customer Service Formby see Kitchens of Sara Lee Generra see Thompson & Formby Inc. 18 West Mercer Seattle, WA 98119 Customer Service (206) 282-6888 Foster & Gallagher, Inc. Mr. Russ Cleary, President 6523 North Galena Road G. Heileman Brewing Company Sales Department Peoria, IL 61632 100 Harborview Plaza Genesee Brewing Company, inc. (309) 691-4610 La Crosse, WI 54601 445 St. Paul Street (Monday-Friday, 8:30 a.m.-5:00 p.m.) (608) 785-1000 Rochester, NY 14605 (309) 691-3633 (716) 546-1030 (Monday-Friday, after 5:15 p.m.) Mr. Alan D. Galletly Vice President of Public Affairs Telephone Operations Mr. Allen Krejci, Director Mr. Timothy Klement, Director GTE Corporation Public Relations Marketing and Customer Service George A. Hormel and Company Fotomat Corporation One Stamford Forum Stamford, CT 06904 501 16th Avenue N E. 205 9th Street (203) 965-2630 Austin, MN 55912 St. Petersburg, FL 33701 (507) 437-5611 (813) 823-2027 Ms. Sheila Gibbons, Manager 1 (800) 237-0307, ext. 0523 (toll free) Public Affairs Ms. Barbara Smith Gannett Co., Inc. Public Relations Manager Mr. Stewart Resnick, President 1100 Wilson Boulevard Georgia-Pacific Corp. Franklin Mint Arlington, VA 22209 133 Peachtree Street, N E. U.S. Route One (703) 284-6048 Atlanta, GA 30303 Franklin Center, PA 19091 (404) 521-4741 (215) 459-6000 General Electric Company 1 (800) 322-4400 (toll free in Illinois) 1 (800) 523-7622 (toll free) For information on GE Consumer 1 (800) 447-2882 (toll free outside Illinois) Products and Services, call: Franks Nursery and Crafts GE ANSWER CENTER Ms. Kathryn Hansen, Manager see General Host Corporation 1 (800) 626-2000 (toll free) Consumer Relations Gerber Products Customer Service Department Ms Naomi Martin Freeman Shoes 445 State Street Manager of Consumer Response Fremont, MI 49412 Men's Division General Foods Corporation (616) 928-2000 1 Freeman Lane 250 North Street (800) 4-GERBER (toll free) Beloit, WI 53511 White Plains, NY 10625 1 (800) 356-5400 (toll free) (914) 335-2500 1 (800) 431-1001 (toll freedesserts) Ms. Odonna Mathews Vice President for Consumer Affairs Customer Service Department 1 (800) 431-1002 (toll freebeverages) French Shriner Shoes 1 (800) 431-1003 Giant Food, Inc. 1 Freeman Lane (toll freemain meals and beverages) P.O. Box 1804 Department 597 Washington, CC 20013 Beloit, WI 53511 1 (800) 431-1004 (301) 341-4365 (608) 364-1200 (toll freeMaxwell House and Bird's Eye) (301) 341-4327 (TDD)

21 15 CORPORATE CONSUMER CO` ACTS

Gibbons Greenvan Ms. Donna Elliot, Manager Ms. Beverly Strom, Manager see Budget Rent-A-Car Consumer Relations Consumer Affairs Department Corporation H.J. Heinz Company Consumer Products Division 1062 Progress Street Helene Curtis Inc' Jstries Gibson Appliances Pittsburgh, PA 15212 325 North Wells Street see White Consolidated (412) 237-5740 Chicago, IL 60610 Industries (312) 661-0222 HVR Company Ms. Natalie D. Bailey, Manager Mr. Jack Sherman, Director see Clorox Company Consumer Relations Consumer Affairs Hershey Foods Corporation Gillette Company Mr. Chip Dickey P.O. Box 815 Prudential Tower Building, 24th Floor Hershey, PA 17033 Manager of Consumer Affairs Boston, MA 02199 1 (800) 468-1714 (toll free) (617) 421-7315 Hallmark Cards, Inc. PO. Box 580 Ms. Marilyn Wells, Manager Glenbrook Laboratories Kansas City, MO 64141 Executive Customer Relations see Sterling Drug Inc. (816) 274-5697 Hertz Corporation 660 Madison Avenue Mr. James Sainsbury, Manager Halston New York, NY 10021 Product Planning see Revlon (212) 980-2979 The Glidden Company 1 (800) 654-3131 (NI free) 925 Euclid Avenue Hanes Ms. Doria Taylor, Director Cleveland, OH 44115 Guest Relations (216) 344-3000 see Kitchens of Sara Lee Hilton Hotels Corporation 9336 Civic Center Drive Mr. Duane E. Poole, Director Mr. Ed Thompson Beverly Hills, CA 90210 Public Relations GM Service Parts Operations Customer Service Manager (213) 278-4321 Hanover House Industries Ms. Lesley Berkovitz, Vice President 6060 West Bristol Road 340 Poplar Street Human Resources Flint, MI 48456 Hanover, PA 17333 (313) 635-5412 (717) 637-6000 Hit or Miss 100 Campanelli Parkway Mr. M.F. Smithson, Director Stoughton, MA 02072 Consumer Relations Hardwick !617) 344-0800 Goodyear Tire & Rubber Co. see Maycor Mr. Ned Cardenas, Manager 1144 East Market Street Akron, OH 44313 Mr. Jim Wilde, Vice President Advertising and Sales Promotion (216) 796-4940 Advertising Hitachi, Ltd. Hartmarx Corporation Hitachi Sales Corporaticof America 401 West Artesia Boulevard Mr. Ray A. Gipson, Vice President 101 North Wacker Drive, 20th Floor Compton, CA 90220 Corporate Administration Chicago, IL 60606 Gordon Jewelry (312) 372-6300 (213) 537-8383 820 Fannin Street Mr. Larry Biggert, Manager Houston, TX 77002 Ms. Betty Leonard Guest Assistance (713) 222-8080 Consumer Relations Manager Holiday 'gins Hartz Mountain Corporation 3781 Lamar Avenue Consumer Hotline 700 South Fourth Street Green Sweep Fertilizer Memphis, TN 38195 Harrison, NJ 07029 (901) 362-4827 P.O. Box 119 (201) 481-4800 Maumee, OH 43537 (collect calls accepted) Dr. Phil Hudspeth, Vice President Research (419) 893-5050 Quality Assurance 1 (800) 225-2883 (toll free) Mrs. Angela Kayata Holly Farms Mr. Ramon Placencia, Manager Hasbro, Inc. PO. Box 85 Customer Relations 1027 Newport Avenue Wilkesboro. NC 28697 Greyhound Lines, Inc. Pawtucket, RI 02861 (919) 838-2171 (401) 727-5000 901 Main Street, Suite 2500 Ms. M.J. Brenne, Public Affairs Manager Dallas, Texas 75202 1 (800) 237-0063 (toll free) Home Owners Warranty (214) 744-6509 Hathaway Shirts Corporation (HOW) 2000 L Street, N.W. Mr. Ray Hyde, Vice President see Warnaco Men's Apparel Public Relations Washington, DC 20036 The Guinness Import Company Ms. Ginger Crowl, Coordinator (202) 463-4600 1 (800) 222-3380 Six Landmark Square Customer Relations (toll free in Pennsylvania) Stamford, CT 06901 Hawaiian Airlines (203) 323-3311 Honolulu International Airport 1 (800) CALL-HOW Honolulu, HI 96820 (toll free outside Pennsylvania and DC) FJ (808) 836-7230 Mr. Ray Gwin, Manager Mr. Eddie Feinstein Consumer Affairs Director of Customer Relations Mr. Jerry Van Vleet, Director Residential Division F! &R Block, Inc. Customer Service Honeywell, Inc. 4410 Main Street Heath Company 1885 Douglas Drive Kansas City, MO 64111 Benton Harbor, MI 49022 Golden Valley, MN 55422 (816) 753-6900 (616) 982-3524 (612) 542-7354 22 1 (800) 328-8194 (toll free) 16 CORPORATE CL.NSUMER CONTACTS

Mr. Robert N. Cowie Communications Department Ms Sandra L Willett Director of Consumer Affairs International Dairy Queen, inc. Second Vice President. Consumer Affairs Hoover Company 5701 Green Valley Drive John Hancock Financial 101 East Maple Minneapolis, MN 55435 Services North Canton, OH 44720 (612) 830-0200 P.0 Box 111 (216) 499-9200, ext. 2294 Boston, MA 02117 J (617) 572-6272 Customer Service Division The Horchow Collection Mr George Stasick J.C. Penney Company Johnny Appleseed's, Inc. 13800 Diplomat Drive 50 Dodge Street 1301 Avenue of the Americas Dallas, TX 75265 Beverly, MA 01915 (214) 484-6600 New York, NY 10019 (212) 957-7282 1 (800) 225-5051 (toll free)

Hormel Ms. Dorothy D. Matsu, Director Mr. James Bennett see George A. Hormel and Co. Consumer and Professional Services Customer Relations Manager Hostess JVC Company of America Johnson & Johnson Baby 41 Slater Drive Products Company see Continental Baking Co. Grandview Road Elmwood Park, NJ 07407 Skillman, NJ 08558 Mrs. Joyce Bryant, Vice President (201) 794-3900 1 (800) 526-3967 (toll free) Consumer Affairs Household Financial Services Mr Murray Taylor, Manager Ms. Jane Yates, Vice President 2700 Sanders Road Customer Service Consumer Affairs and Public Relations Prospect Heights, IL 60070 Jackson & Perkins Nursery (312) 564-5000 Johnson & Johnson Products, Stock Inc. 2518 South Pacific Highway Ms. Sue Politica, National Manager 501 George Street Medford, OR 97501 New Brunswick, NJ 08903 Guest Services (503) 776-2362 Howard Johnson Lodging 1 (800) 526-2433 (toll free) 710 Route 46 East Fairfield, NJ 07007 Ms. Eileen Guernsey Complaint Department (201) 882-1880 Consumer Affairs Manager Johnson Publishing Company James River Corporation 820 South Michigan Avenue Ms. Data Via, Consumer Relations Dixie Products Chicago, IL 60605 Huffy Corporation P.O. Box 6000 (written complaints only) 7701 Byers Road Norwalk, CT 06856 (203) 854-2469 Miamisburg, OH 45342 Mr. Jerry Taylor, Vice President (513) 866-6251 Advertising and Marketing Ms. Ophelia Millon Jordache Enterprises, Inc. Customer Relations Consumer Affairs Manager 498 7th Avenue Humana Inc. James River Corporation New York, NY 10018 P.O. Box 1438 Towel and Tissue (212) 279-7343 Louisville, KY 40201 P.O. Box 6000 (502) 580-1200 Norwalk, CT 06856 K 1 (800) 243-5384 (toll free) Ms. Karla Novak, Manager Mr James McNerney. Director Consumer Affairs Customer Relations Hyatt Hotels & Resorts Jenn-Air Company K Mart Corporation 3424 North 90th Street see Maycor 3100 West Big Beaver Road Omaha, NE 68134 Troy, MI 48084 1 9300) 228-3336 (toll free) Mr. Norman Chambers, Vice President (313) 643-1643 Passenger Service Jet America Airlines Ms. Annette Watkins, Manager Mr. John F. Akers, Chairman of tne tit:Iwo 3521 East Spring Street Consumer Relations IBFf Corporation Long Beach, CA 90806 Rug and Carpet Division Old Orchard Road (213) 492-6046 Karastan Mills Armonk, NY 10504 P.O. Box 130 (914) 765-5546 Jhirmack Eden, NC 27288 see Playtex, Inc. (919) 627-3400 Manager, Consumer Affairs 1 (800) 334-1181 (toil free) Illinois Bp II Ms. Charlotte Kelts 225 West Rudolph Street, Room 10D Consumer Services Customer Service Manager Chicago, IL 60606 Kawasaki Motorcycles (312)727-3386 Jockey International, Inc. P.O. Box 25252 1 (800) 972-9002 (toll free) 2300 60th Street Santa Ana, CA 92799 Kenosha, WI 53140 (714) 770-0400 Mr. Frank Thomas (414) 658-8111 Consumer Affairs Director Ms. Andra L. Evans Indiana Bell John Deere Company Consumer Relations Manager 220 North Meridian Street, Room 1925 John Dee e Road Kayser-Roth Hosiery, Inc. Indianapolis, IN 46204 Moline, IL 61265 2306 West Meadowview Road (317) 265-5339 (309) 752-8000 Greensboro, NC 27407 1 (800) 562-2612 (toll free) (919) 852-6300

23 17 CORPORATE CONSUMER CONTACTS

Ms. Judy Peters, Supervisor Mr. Mark Grunow, Manager Ms. Julie Jenkins Customer Relations Consumer Affairs Customer Service Manager Keebler Company, Inc. Plumbing Products L'Eggs Brands, Inc. One Hollow Tree Lane Kohler Company P.O. Box 748 Elmhurst, IL 60126 Kohler, WI 53044 Rural Hall, NC 27098 (312) 833-2900 (414) 457-4441 (919) 744-4213

Ms. Muriel N. Cleary, Manager Consumer Service Department Ms. Jane Krupa, Manager Consumer Affairs Kraft, Inc. Consumer Relations Kellogg Company Kraftcourt Lehn & Fink Products Group P.O. Box 3599 Glenview, IL 60025 225 Summit Avenue Battle Creek, MI 49016 1 (800) 323-0768 (toll free) Montvale, NJ 07645 (616) 961-2277 Ms. Judy Ball (201) 573-5673,5700 Customer Relations Manager Kelvinator Appliance Company Kroger Company Leichtung, Inc. see White Consolidated 1014 Vine Street 4944 Commerce Parkway Industries Cincinnati, OH 45201 Cleveland, OH 44128 (513) 762-1532 (216) 831-7645 Mr. Gary Bolden, Manager 1 (800) 632-6900 1 (800) 654-7817 (toll free) Product Service (toll freemeat and seafood) The Kelly Springfield Tire Leichtung, Inc./D.R.I. Company Mr. Ray Senna, Vice President P.O. Box 28114 Willowbrook Road Operations Warrensville, OH 44128 Cumberland, MD 21502 Krystal Company 1 (800) 237-5907 (toll free) (301) 777-6016 One Union Square Chattanooga, TN 37402 Lennox Industries Ms. Dee Atkinson (615) 757-1550 PO. Box 809000 Consumer Relations Manager L Dallas, TX 75380 Kemper Group (214) 980-6000 Corporate Relations F-6 Mr. Stephen L. Markos Long Grove, IL 60049 Manager of Consumer Services Consumer Service Manager (312) 540-2122 La-Z-Boy Chair Company Lever Brothers Corporation 1284 North Telegraph Road 390 Park Avenue Consumer Affairs Monroe, MI 48161 New York, NY 10022 Kenner Products (313) 242-1444 (800) 451-6679 (toll free) 1014 Vine Street Mr David Drum, Vice President Cincinnati, OH 45202 Ms. Carol Yenne, Manager Marketing (513) 579-4041 Consumer Services Larglaur, Inc. Levi Strauss & Co. Ms. Cindy Van Grinsven, Director 5601 East River Road 1155 Battery Street Consumer Services Minneapolis, MN 55432 San Francisco, CA 94111 Kimberly-Clark Corporation (612) 571-1234 1 (800) 227-5600 (toll free) P.O. Box 2020 Ms. Arlene Stansfield, Director Neenah, WI 54956 Consumer Affairs Ms Eleanor Eckardt, Vice President (414) 721-5604 Land O'Lakes, inc. Consumer Relations P.O. Box 116 Levitz Furniture Corporation Kingsford Products Company Minneapolis, MN 55440 611 Broken Sound Parkway, N.W. see Clorox Company 1 (800) 328-4155 (toll free) Boca Raton, FL 33431 1 (800) 523-2572 (toll free in Florida) Ms. Kathleen Runge Customer Service 1 (800) 631-4601 OM free outside Florida) Manager of Consumer Services Land's End Kitchens of Sara Lee One Land's End Lane Ms. Carol Tucker 500 Waukegan Road Dodgeville, WI 53595 Customer Service Manager Deerfield, IL 60015 1 (800) 356-4444 (toll free) Levolor-Lorentzen, Inc. (312) 948-6138 720 Monroe Street Mr. Donald Tucker, Manager Hoboken, NJ 07030 Mr. T. H. Combs, Product Manager Customer Service 1 (800) 225-1988 (toll free) Kodiak Smokeless Tobacco Lane Furniture 813 Ridge Lake Boulevard P.O. Box 151 Ms. Jeannine Collins, Supervisor Memphis, TN 38119 Altavista, VA 24170 Consumer Service Department (901) 761-2050 (804) 369-5641 Lewis Galoob, Inc. Mr. John Gray, Director 500 Forbes Boulevard Mr. Paul Scholten, Manager Customer Services San Francisco, CA 94080 Service for Engines Lechmere (415) 952-1678 1 (800) 2-GALOOB (toll free in California) Kohler Company 275 Wildwood 1 (800) 4-GALOOB Kohler, WI 53044 Woburn, MA 01801 (toll free outside California) (414) 457-4441 (617) 935-8320

Mr. Allen Wilson, Manager Ms. Christine Anderson, Customer Service Mr. Edward T. Frackiewicz Services for Generators Lee Apparel Company, Inc. Administrative Assistant Kohler Company P.O. Box 2940 Liberty Mutual Insurance Group Kohler, WI 53044 Shawnee Mission, KS 66201 175 Berkeley Street (414) 457-4441 (913) 384-4000 Boston, MA 02117 24 (617) 357-9500 18 CORPORATE CONSUMER CONTACTS

Customer Service Ms. Marie A. Lentz, Director Ms Norma Vinick Life Fitness Products Customer Services Customer Service Center 10601 West Belmont MAACO Enterprises, Inc. Massachusetts Mutual Life Franklin Park, IL 60131 381 Brooks Road Insurance Company 1 (800) 351-3737 (toll free) King of Prussia, PA 19406 1295 State Street 1 (800) 523-1180 Springfield, MA 01111 Lillian Vernon Corporation (toll free outside Pennsylvania) (413) 788-8411 510 South Fulton Avenue Mount Vernon, NY 10550 Public Information MasterCard International (914) 633-6400 MCA, Inc. (contact issuing bank) 100 Universal City Plaza Mr. Alfred Dietzel, Vice President Universal City, CA 91608 Mr. Joseph Dillon, President financial and Public Relations The Limited, Inc. (818) 777-1000 Matsushita Servicing Company 50 Meadowlands Parkway Two Limited Parkway MTV Networks, Inc. Secaucus, NJ 07094 P.O. Box 16000 (201) 348-7000 Columbus, OH 43216 see 1, 'qcom International, Inc. (614) 475-4000 Mr. Michael McPherson, Vice President Ms. Tammy Longworth, Director Mr. Arthur Bruns, Manager Customer Service Consumer Affairs Customer Relations Macy's New York Mattel Toys, Inc. Litton Microwave Cocking 151 West 34th Street 5150 Rosecrans Products New York, NY 10001 Hawthorne, CA 90250 P.O. Box 1976 (212) 560-4277 (213) 978-6127 Memphis, TN 38101 1 (800) 421-2887 (901) 366-3300 Magic Chef (toll free outside California) see Maycor L.L. Bean, Inc. Max Factor Casco Street Magnavox see Revlon Freeport, ME 04033 see NAP Consumer Electronics 1 (800) 341-4341 (toll free) Corporation Consumer Affairs (207) 865-9407 (TDD) Maxicare Health Plans, Inc. Mr. Ross De Maris 5200 West Century Boulevard Lone Star Brewing Company Consumer Relations Manager Los Angeles, CA 90045 see G. Heileman Brewing Mannington Mills, Inc. (213) 568-9000 (after 12 noon EST) Company P.O. Box 30 Salem, NJ 08079 Maxwell House Ms. Linda Kiesel (609) 935-3000 see General Foods Special Assistant to the President Long John Silver's Ms. Jane Brady Mr. James F. Harner, Senior Vice President 101 Jerrico Drive Manufacturers Hanover Trust Customer Service and Operations P.O. Box 11988 May Department Stores Co. Lexington, KY 40579 Company 611 Olive Street (606) 268-5211 270 Park Avenue New York, NY 10017 St Louis, MO 63101 L'Oreal (216) 286-7370 (314) 342-4336 see Cosmair, Inc. Professional Services Department Maybe:line M Charles Meadows, Customer Relations Manor Care Healthcare see Plough, Inc. Lorillard, Ltd. 10770 Columbia Pike 2525 East Market Street Silver Spring, MD 20901 Maycor Appliance, Parts, and Greensboro, NC 27420 (301) 681-9400 Service Company (919) 373-6669 1 (800) 637-1400 240 Edwards Street, S.E (toll free outside Maryland) Cleveland, TN 37311 Ms. Laura Morgan (615) 472-3333 Public Relations Department Manville Corporation Los Angeles Times P.O. Box 5108 Customer Service Department Times Mirror Square Deliver, CO 80217 Mayflower Corporation Los Angeles, CA 90053 (303) 978-2000 P.O. Box 107 B (213) 237-6999 Indianapolis, IN 46206 Mr. William Guinty, Manager (317) 875-1000 Ms. Judy Decker Regulatory Affairs Communications Coordinator Marion Labs Maytag Lucky Stores, Inc. see Maycor P.O. Box BB Consumer Products Division Dublin, CA 94568 Marion Park Drive Kansas City, MO 64134 Ms. Mary Rand's!, Director (415) 833-6000 (816) 966-5000 Consumer Affairs McCormick & Company, Inc. M Mr. Ray Stone 414 Light Street Consumer Affairs Department Director of Consumer Affairs Baltimore, MD 21202 M&M/Mars, Inc. Marriott Corporation (301) 547-6273 High Street One Marriott Drive Hackettstown, NJ 07840 Washington, DC 20058 (201) 852-1000 (301)x294 -3601

5 19 CORPORATE CONSUMER CONTACTS

Ms. Debra Wiles, Manager Ms Mary Ann Molnar Mr Ray Anderson, Owner Communications and Public Relations Consumer Relations Administrator Mid-Michigan Surgical Supply McCrory Stores Mennen Company 360 Capitol, N.E 29.5 East Market Street fvlorristry.vii, NJ 07960 Battlecreek, MI 49017 York, PA 17402 (201) 631-9000 (616) 962-9541 (717) 757-8181 Ms. Stacy Fitzgerald, Product Manager Ms. Sara Mason, Manager Ms. Nancy Gardner, Supervisor Mentholatum Company Consumer Relations Customer & Community Relations 1360 Niagara Street Midas International McDonald's Corporation Buffalo, NY 14213 225 North Michigan Avenue McDonald's Plaza (716) 882-7660 Chicago, IL 60601 Oak Brook, IL 60521 (312) 565-7500 (312) 575-6198 Director, Customer Relations 1 (800) 821-8545 Mr. Tom Mershon, Customer Service Mercury Marine (toll free outside Illinois) McGraw-Hill, inc. P.O. Box 1939 Fond Du Lac, WI 54935 Mr. Bob Ogle, Manager Princeton Road (414) 929-5000 Consumer Affairs Highstown, NJ 08520 (609) 426-7600 Midway Airlines Mr. Dave Smith, Manager 5700 South Cicero Consumer Services Customer Service Chicago, IL 60638 McKee Baking Company Merillat (312) 838-4494 P.O. Box 750 5353 West U.S. 223 Collegedale, TN 37315 Adrian, MI 49221 Customer Service (615) 238-7111 (517) 263-0771 Miles Kimball 41 West 8th Avenue Vice President Marketing Mr. Dennis J. Skorewicz Oshkosh, WI 54906 McKesson Water Division Manager of Customer Seivice (written inquiries only) 4500 York Boulevard Merrill Lynch, Pierce, Fenner Los Angeles, CA 90041 & Smith, Inc. Ms. Debra K. Wood (213) 259-2000 165 Broadway Consumer Service Representative New York, NY 10080 Milton Bradley Company Ms. Alera C. Berret, Supervisor (212)637-0891 443 Shaker Road Consumer Affairs East Long Meadow, MA 01028 McNeil Consumer Products Ms. Linda Evans, Manager (413) 525-6411 Company Consumer Affairs Camp Hill Road Mervyn's Ms Nancy Lund Fort Washington, PA 19034 25001 Industrial Boulevard Director of Product Evaluation (215) 233-7000 Hayward, CA 94545 Minnetonka Corporation (415) 786-8337 Jonathan Industrial Park Mr. James Linen, Executive Vice President Chaska, MN 55318 Media General, Inc. Mr. Bruce C Hemer, Director (612) 448-4181 333 East Grace Street Consumer Affairs 1 (800) 247-8428 Richmond, VA 23219 Metropolitan Life and (toll free outside Minnesota) (804) 649-6000 Affiliated Companies Mr. George Manning, National Manager Mr. Richard Hooker One Madison Avenue Consumer Relations Customer Service Representative New York, NY 10010 Meineke Discount Muffler (212) 578-2544 Minolta Corporation 101 Williams Drive 128 South Tryon Street, Suite 900 Ramsey, NJ 07446 Charlotte, NC 28202 Mr. Martin J. Wertheim, Manager (201) 825-4000 (704) 377-8855 Consumer Relations 1 (800) 231-9877 Michelin Tire Corporation Technical Services (toil free outside of North Carolina) Patewood Executive Plaza Two Patewood Court Minwax Wood Products Customer Service Department Greenville, SC 29602 102 Chestnut Ridge Plar. Melitta, Inc. (803) 234-5000 Montvale, NJ 07645 1401 Berlin Road 1 (800) 526-0495 (toll free) Cherry Hill, NJ 08003 Ms. Carol Arold, Division Manager (609) 428-7202 Community Relations Miracle Gro Products, Inc. Michigan Belt Telephone Co. P.O. Box 888 Ms. Sandra J. McLaughlin 1365 Cass Avenue, Room 1800 Port Washington, NY 11050 Group Head Detroit, MI 48226 (516) 883-6550 Corporate Affairs Group (313) 223-7224 Mellon Bank Corporation 1 (800) 482-3141 (toll free TDD) Mr. Gordon Remala, Manager One Mellon Center, Room 539 Consumer Relations Pittsburgh, PA 15258 Ms. Valerie A. Beyer Mitsubishi Electric Sales of (412) 234-4003 Customer Service Manager America, Inc. Michigan Bulb Company 5757 Plaza Drive Mr. Bruce Stanley 1950 Waldorf, N.W. P.O. Box 6007 Head of Consumer Relations Grand Rapids, MI 49550 Cypress, CA 90630 Mem Company, Inc. (616) 453-8793 (714) 220-2500 Union Street 1 (800) 262-1299 (toll free in California) P.O. Box 928 1 (800) 421-1140 Northvale, NJ 07647 (toll free outside California) (201) 767-0100 26 20 CORPORATE CONSUMER CONTACTS

Mr. C.F. Helvie, Manager Mi. Len Tundl, Executive Vice President Customer Service Department Customer Relations Director of Public Relations Neiman-Marcus Mobil Oil Corporation Mutual of Omaha Insurance Co. 2620 North Haskell Avenue 3225 Gallows Road Mutual of Omaha Plaza PO Box 2142 Fairfax, VA 22037 Omaha, NE 68175 Dallas, TX 75262 (703) 849-3986 (402) 342-7600 (214) 821-4000 1 (800) 442-2274 (toll Lee in Texas) Ms. M.E. Bachofe 1 (800) 527-1767 (toll free outside Texas) Customer Services Manager Mr. R.M. Hellman, Manager Mobil Oil Crerlit Corporation Consumer Affairs Ms. Karen r Stanmyre Manager 210 West Tenth SL .1 NAP Consumer Electronics Consume' Affairs Kansas City, MC 64105 Corporation Nestle Foods Corporation (816) 3v i. .100 P:1 Box 555 100 Manhattanvdle Road 1 (800) 237-3719 Jim, ion City, TN 37760 Purchase, NY 10577 (toll free outside Missouri) (615) 475-3801 (914) 251-3000 Mr. Thomas J. Slocum, Director Audience Services Ms. Alene Lain, Consumer Relations News Bureau Neutrogena Corporation Monsanto Company NBC, Inc. 30 Rockefeller Plaza 5755 West 96th Street 800 North Lindbergh Boulevard New York, NY 10112 Los Angeles, CA 90045 St. Louis, MO 63167 (212) 664-2333 (213) 642-1150 (314) 694-2883 1 (800) 421-6857 Mr. Greg VanZandt (toll free outside California) Customer Service Consumer Affairs Manager Monet Jewelers NEC Home Electronics USA Number Two Lonsdale Avenue New York Air 1255 Michael Drive Pawtucket, RI 02860 see Continental Airlines Wood Dale, IL 60191 (401) 728-9800 '312) 860-9500 (401) 212-7254 Mr. Charles C Smith 1 (800) 323-1728 Corporate Vice President (toll free outside Illinois) Mr. Kenneth Darre New York Life Insurance Consumer Affairs Manager Ms. Marguerite A. Leahy, Senior Manager Company Montgomery Ward Consumer Information 51 Madison Avenue One Montgomery Ward Plaza Nabisco Brands, Inc. New York, NY 10010 Chicago, IL 60671 (212) 576-5081 East Hanover, NJ 07936 (312) 467-2628 (201) 884-4000 Mr. Robert F. Smith, Manager Mr. Kenneth C. Cummins, Vice President Ms. Jean M. Otte, Vice Pres Je t Advertising Aeptibility Department secretary and General Counsel Consumer and Sales Services New York )imes Company Morse Shoe Company National Car Rental System, Inc. 229 West 43rd Street 555 Turnpike Street 7700 France Avenue, South New York, NY 10036 Canton, MA 02021 Minneapolis, MN 55435 (212) 556-7171 (6V 828-9SU0 (612) 830-2121 1 (800) 367-6767 Customer Service Representative Ms. Jane Dudley (toll free outside Minnesota) Consumer Affairs Administrator Newsweek, Inc. PO Box 404 Morton Salt Mr. Bob Dowdell Livingston, NJ 07039 110 North Wacker Drive Director of Educational Centers (212) 350-4000 Chicago, IL 60606 National Education Corporation 1 (800) 631-1040 (312) 807-2694 1732 Reynolds Street (toll free subscriber service only) Irvine, CA 92714 Director of Marketing (714) 2e1 -7606 Motorola, Inc. Customer Service 1303 East Algonquin Road Mr. Bill Campbell, Vice President Nexxus Products Schaumburg, IL 60196 National Paragon Corporation P0. Box 1274 (312) 397-5000 Santa Barbara, CA 93116 4360 Main Street (805) 968-6900 Philadelphia, PA 19127 Mr. Paul Murphy (215) 492-9800 Murphy-Phoenix Co. Ms. Nancy L. Testam, Director 23811 Chagrin Boulevard Mr. Vern Lange, Service Department System Consumer Affairs Beachwood, OH 44122 National Presto Industries, Inc. Niagara Mohawk Power (216) 831-0404 3925 North Hastings Way Corporation Eau Claire, WI 54703 300 Erie Boulevard West Ms. Virginia Callahan, Manager (715) 839-2121 Syracuse, NY 13202 Customer Complaint Department Mutual Life Insurance Company Mr. John T. Doulin Ms. Jackie Evey, Sup'rvisor of New York (MONY) Customer Relations Officer Consumer Services Glenpoint Center Nationwide Insurance Company Nike, Inc. 500 Frank W. Burr Boulevard One Nationwide Plaza, 34th Floor 9300 Nimbus Road Mail Drop 71-7 Columbus, OH 43216 Beaverton, OR 97005 Teaneck, NJ 07666 (614) 249-6334 (503) 644-9000 (201) 907-6651 1 (800) 344-6453 (toll free outside Oregon) 27

21 CORPORATE CONSUMER CONTACTS

Ms. Kimberly Nico lia, Customer Rela;lons Ms. Betty Ridge ly, Director Mr. Bob Schroer, Manager Nikkal Indtmtries Consumer Services Field and Customer Services 562 Lynnhaven Parkway Noxell Corporation Outboard Marine Corporation Virginia Beach, VA 23452 11050 York Road 100 Sea Horse Drive (804) 431-2818 Hunt Valley, MD 21030 Waukegan, IL 60085 1 (800) 334-4559 (301) 785-4411 (toll free outside Virginia) Ms Margie Meeks, Supervisor Nu Tone Inquiry Clerk No Nonsense see Scoville, Inc. Owens-Corning Fiberglas see Kayser-Roth Hosiery, Inc. Corporation Ms. Patricia Peters, Vice President O. Fiberglas Tower :nvestor Relations Ms. Linda Compton, Consumer Affairs Toledo, OH 43659 Nordic Track Exerciser Ocean Spray Cranberries Inc. (419) 248-8000 524 Main Street 225 Water Street Acton, MA 01720 Plymouth, MA 02360 P (617) 264-4155 (617) 747-7407 Executive Unices Pacific Bell Norge Mr. Jordan Henderson, District Manager see Maycor 140 Montgomery Street Consumer Affairs San Francisco, CA 94105 Mr. Terry Leitz, Manager Ohio Bell Telephone Company 1 (800) 592-6500 (toll free in California) Consumer Affairs/Field Service 45 Erie View, Room 868 North American Philips Cleveland, OH 44114 Mr. Larry Ash, Director of Communiations Consumer Electronics Division (216) 822-2209 Pacific Lighting Corporation P.O. Box 555 810 South Flower Street Jefferson City, TN 37760 O'Keefe & Merit Appliances Los Angeles, CA 90017 (615) 475-3801 see White Consolidated (213) 689-4178 Industries Ms. Amy Grant Ms. Linda McKnown, Supervisor Marketing Servicing Manager Ms. Gay F. Gandrow, Director Consumer Affairs North American Watch Marketing Services Pacific Southwest Airlines Corporation Olan Mills, Inc. P.O. Box 85385 650 Fifth Avenue 4325 Amnicola Highway San Diego, CA 92138 New York, NY 10019 P.O. Box 23456 (619) 574-2314 (212) 337-7800 Chattanooga, TN 37422 Mr. James Stevens, Vice President (615) 622-5141 Mr. John Rantz, Director Customer Services Product Performance Mr. Ralph Le Pore, Manager PaineWebber, Inc. Northern Electric Company 120 Broadway Camera Service 1621 Highway 15 North New York, NY 10271 P.O. Box 247 Olympus Optical Company, Ltd. (212) 437-2087 Laurel, MS 39441 145 Crossways Park (601) 649-6170 Woodbury, NY 11797 Ms. Dawn Fiss, Director (516) 364-3000 Consumer Affairs Ms. Hedy Hughes, Director 1 (800) 433-0880 (toll freeinformation) Pan American World Airways Customer Relations 200 Park Avenue Northwest Airlines Ms. Bridget Burke Pan Am Building m/s A5100 Minneapolis/St. Paul Consumer Relations Representative New York, NY 10166 International Airport Oneida, Ltd. (212) 880-6139 St. Paul, MN 55111 Kenwood Station (612) 726-2046 Oneida, NY 13421 Panasonic (315) 361-3000 Mr. Thomas W. Towers, Manager see Matsushita Servicing Company Public Relations Orkin Northwestern Mutual Life see Rollins, Inc. Paper Art Company Insurance Company 720 East Wisconsin Avenue see Mennen Company Ms. Clare B. Le Brun, Manager Milwaukee, WI 53202 Consumer Affairs (414) 271-1444 Parke-Davis Ortho Consumer Products see Warner-Lambert Company Ms. Anita Davis, Director P.O. Box 7144 Customer Relations San Francisco, CA 94120 Mr. David H. Clark Norwegian Caribbean Lines (415) 894-4500 National Technical Service Manager One Biscayne Tower Pennzoil Products Company Miami, FL 33131 Orville Rea4nbacher P.O. Box 2967 (305) 358-6670 see Beatrice Companies, Inc Houston, TX 77252 1 (800) 327-9020 (713) 546-4262 (toll free outside Florida) OSCO Drugs Mr. Joseph Pollard Ms. Peggy Hill, Product Manager see American Stores Company Corporate Vice President Public Relations Nostril la Consumer Response Boehringer Ingelheim Peoples Drug Stores, Inc. 90 East Ridge Oster Company 6315 Bren Mar Drive 5055 North Lydell Avenue P.O. Box 368 Alexandria, VA 22312 Milwaukee, WI 53217 Ridgefield, CT 06877 1 (800) 572-0267 (toll free inside Virginia) (414) 332-8300 (203) 798-9988 1 (800) 336-4990 (toll free outside Virginia) 1 (800) 356-7837 (toll free) 22 28 CORPORATE CONSUMER CONTACTS

People Express Philco Ms. Elizabeth Thomas, Director see Continental Airlines see NAP Consumer Electronics Consumer Relations Corporation Plough, Inc. Ms. Ellen Woznica, Manager 3030 Jackson Avenue Consumer Services Ms. Lois Heywood, Manager Memphis, TN 38151 Pepperidge Farm, Inc. Corporate Support Programs (901) 320 2386 Westport Avenue Philip Morris, Inc. Norwalk, CT 06856 120 Park Avenue Customer Service Department (203) 846-7276 New York, NY 10017 Polaroid Corporation (212) 880-3489 784 Memorial Drive Ms. Christine Jones Cambridge, MA 02139 Manager, Consumer Affairs Public Relations (617) 577-2000 Pepsi Cola Company Phillips Petroleum Company (collect calls within Massachusetts) Route 35 and 100 16 Phillips Building 1 (800) 343-5000 Somers, NY 10589 Bartlesville, OK 74004 (toll free outside Massachusetts) (914) 767-7218 (918) 661-1215 Ms. Pieter Roe loff, Vice President Ms. Connie Littleton Ms. Carolyn Kum le, Operations Support Operations Director of Advertising Photo Corporation of Ponderosa, Inc. Perdue Farms America Photo Service P.O. Box 578 Dayton, OH 45401 P.O. Box 1537 PCA International, Inc. (513) 454-2400 Salisbury, MD 21801 801 Crestdale Avenue (301) 543-3000 Matthews, NC 28105 Mr. David Lundstedt, Product Manager 1 (800) 638-1150 (704) 847-8011 (toll free outside Maryland) Prestone Piaget 39 Old Ridgebury Road Ms. Phyllis Wolfe, Manager Danbury, CT 06817 see North American Watch (203) 794-3930 Consumer Affairs Corporation Personal Products Company Van Liow Avenue Princeton Pharmaceutical Mr. Allen Johnson, Director Products Milltown, NJ 08850 Baggage Services 1 (800) 631-5294 (toll free) see Squibb Corporation Piedmont Airlines, Inc. Ms. Jcyce Hofer Charlotte Douglas International Airport Ms. Dorothy Puccini, Manager 'onsumer Affairs Correspondent P.O. Box 19004 Consumer Services Charlotte, NC 28219 Pei !ncorporated 1 (800) 342-1709 Procter & Gamble Co. P.O. Box 33? P.O. Box 599 (toll free in North Carolina) St. Louis, MO 63166 Cincinnati, OH 45201 1 (800) 826-2033 (314) 621-5400 (513) 562-2200 (toll free outside North Carolina) (baggage complaints only) Ms. Hazel Morris, Vice President Mr. James F. Sutor, Vice President Consumer Affairs Community Relations and Secretary Ms. Deborah Thompson, Director Pet Incorporated Customer Relations Provident Mutual Life Insurance Frozen/Bakery Group Piedmont Airlines, Inc. 1600 Market Street P.O. Box 392 Philadelphia, PA 19101 1 Piedmont Plaza St. Louis, MO 63166 (215) 636-5000 Winston-Salem, NC 27156 (314) 621-5400 (919) 770-8206 Ms. Pat Lucey, Associate Vice President Ms. Janet Tournbough, Director Client Relations Consumer Affairs Pierre Cardin Prudential Bache Securities, Inc. Pet Incorporated see American Cyanamid 100 Gold Street Grocery Group Company New York, NY 10292 P.O. Box 392 (212) 791-4175 St. Louis, MO 63166 Mr. Sol Fields, Division Manager (314) 621-5400 Customer Service Mr. Ethan I. Davis, CLU, FLMI PionE3r Electronics Service, Inc. Vice President Marketing Department P.O. Box 1760 Individual Insurance Services Pfizer Cunsumer Products Long Beach, CA 90801 Prudential Insurance Company 235 East 42nd Street 1 (800) 421-1404 (toll free) of America New York, NY 10017 One Washington Building (212) 573-2323 Playskool Newark, NJ 07101 see Hasbro, Inc. (201) 877-7340 Ms. Karen Vogl, Associate Director Consumer Response Ms. Dawn Tedeschi, Manager Ms Dorothy Light, Esq , Vice President Pillsbury Company Consumei Affairs Public Affairs 2821 Pillsbury Center Playtex, Inc. Prudential Property & Casualty Minneapolis, MN 55402 215 College Road, P.O. Box 728 Company (612) 330-4728 Paramus, NJ 07652 23 Main (201) 265-8000 Holmdel, NJ 07733 1 (800) 624-0825 (201) 946-5228 (toll free in New Jersey) 1 (800) 222-0453 (toll free outside New Jersey)

29 23 CORPORATE CONSUMER CONTACTS

Mr. Dave Sayer (sweepstakes) Ms. Betty Tegen Ms Jan Bell, Director Ms. Judy Nog le (magazines) Mr. John Andrehunas Customer Services Advertising Manager Consumer Relations Rollins, Inc. Publishers Clearing House Reebok 2170 Piedmont Road, N E 382 Channel Drive 150 Royal! Street Atlanta, GA 30324 Port Washington, NY 11050 Canton, MA 02021 (404) 888-2151 (516) 883-5432 (617) 821-2800 1 (800) 645-9242 1 (800) 843-4444 Mr. Leo VanVark, Manager (toll free outside New York) (toll free outside Massachusetts) Customer Service Rolscreen Company Mr Clayton Hollis, Director Ms. Claire Turkiewicz 100 Main Public Relations Customer Service Supervisor Pella, IA 50219 Pub lix Supermarkets The Regina Company (515) 628-1000 1936 George Jenkins Boulevard 313 Regina Avenue P.O. Box 407 Rahway, NJ 07065 Mr. John Chiles, Quality Assurance Lakeland, FL 33802 (201) 381-1000 Rorer Group Inc. (813) 688-1188 1 (800) 847-8336 500 Virginia Drive 1 (800) 282-4168 (toll free in Florida) (toll free outside New Jersey) Fort Washington, PA 19034 (215) 628-6416 Mr. Frank Nixon, Manager Mr. Terry Washburn, Manager Customer Relations Consumer Affairs Ms. Joanne Taddeo, Manager Purolator Courier Corporation Remco Enterprises, Inc. Consumer Services 131 Marstown Road P.O. Box 720259 Ross Laboratories Basking Ridge, NJ 07920 Houston, TX 77272 625 Cleveland Avenue 1 (800) 653-3333 (toll free) (713) 530-4900 Columbus, OH 43215 (614) 227-3758 Mr. John Fullerton, Manager Ms. Beverly Kloehn World Wide Services Mr. Wynelle Sanders, Marketing Secretary Manager of Consumer Response Remington Products, Inc. Royal Oak Enterprises, Inc. Quaker Oats Company 60 Main Street 35 Glenlake Parkway, Suite 500 P.O. Box 9003 Bridgeport, CT 06602 Atlanta, GA 30328 Chicago, IL 60604 (203) 367-4400 (404) 393-1430 (312) 222-7843 Remington Rifle Ms. Victoria Trentacest, Manager Mr. Benton H. Faulkner, Manager see E.I. duPont de Nemours & Co. Customer Service Public Relations Royal Silk Ltd. Quaker State Corporation Ms. Natalie Korman 45 East Madison Avenue P.O. Box 989 Revlon Clifton, NJ 07011 Oil City, PA 16301 767 Fifth Avenue 1 (800) 451-7455 (toll free) (814) 676-7676 New York, NY 10153 (212) 326-5682 Ms. Ruth A 'Members, Supervisor Mr. Robert Wayne, Manager Consumer Services Consumer Relations Ms. Susan B. Kerr Rubbermaid, Inc. Quasar Company Division Consumer Affairs Manager 1147 Akron Road 1325 Pratt Boulevard Reynolds Metals Company Wooster, OH 44691 Elk Grove Village, IL 60007 6603 West Broad Street (216) 264-6464 (312) 228-6366 Richmond, VA 23230 (804) 281-4104 Rustler Jeans R see Blue Bell, Inc. Ms. Kathleen M. Fitzsimmons, Director Radio Shack Consumer Affairs Ms. Ann Salanty see Tandy Corporation Richardson-Vicics, Inc. Manager of Customer Service Healthcare & Personal Products Ryder Truck Rental Ms. Doris Hewkin, Director Division P.O. Box 020816 Office of Consumer Affairs 10 Westport Road Miami, FL 33102 Ralston Purina Company Wilton, CT 06897 1 (800) 327-7777 Checkerboard Square (203) 834-5000 (toll free outside Florida) St. Louis, MO 63164 (314) 982-4566 Rockport Ms. Lorraine Frost see Reebok Administrative Assistant to the President Mr. David M. Thompson, Vice President Ryland Homes Corporate Communications Mr. Brian Hernon PO Box 4000 Ramada, Inc. Assistant Director of Fulfillment Services Columbia, MD 21044 P.O. Box 29004 Rodale Press, Inc. (3011730 -7222 Phoenix, AZ 85038 33 East Minor Street (602) 273-4000 Emmaus, PA 18049 Ms. Pamela Gormley, Manager 1 (800) 441-7761 (toll free) i-Eleven Food Stores Customer Relations see The Southland Corporation Reader's Digest Association, Inc. Mr. William Rosen 'ssistant Vice President Pleasantville, NY 10570 SFS Corporation 1 (800) 262-2627 ecolex Watch U.S.A., Inc. 665 Fifth Avenue Customer Information Center (toll free in New York) 1 (800) 421-5013 (toll free) 1 (800) 431-1246 New York, NY 10022 (toll free outside New York) (212) 758-7700

24 30 X

CORPORATE CONSUMER CONTACTS

Mr. Paul Nigro, MarketingManager Ms. Fran Di Palo, Manager Customer Service STP Corporation Consumer Affairs The Sharper Image 39 Old Ridgebury Road Seaman Furniture Store 650 Davis Street Danbury, CT 05817 70 Charles Lindbergh Boulevard San Francisco, CA 94111 (203) 794-3930 Uniondale, NY 11553 1 (800) 344-4444 (toll free) (516) 222-6011 Ms. Felicia del Campo Mr Harold Cothern, Manager Public Affairs Department Manager Customer Service Dealer and Customer Inquiries Safeway Stores, Inc. G.D. Searle and Company Shell Oil Company Oakland, CA 94660 Consumer Products Division P.O. Box 2463 (415) 891-3267 P.O. Box 5110 Houston, TX 77001 Chicago, IL 60680 (713) 241-2281 Samsonite 1 (800/ 942-5686 (toll free in Illinois) see Beatrice Compan/es, Inc. 1 (800) 323-1157 (toll free outside Illinois) Mr. John Kolb, Manager Customer Service Customer Service Mr. Mike McGrame Sherwin-Williams Company G.D. Searle and Company 101 Prospect Avenue, N.W. Sandoz Company Nutrasweet Highway 56 and Interstate 80 Cleveland, OH 44101 P.O. Box C-1115 P.O. Box 83288 (216) 566-2068 Skokie, IL 60076 Lincoln, NE 68501 (312) 982-7972 (402) 464-6311 Shoppers Department 1 (800) 321-7254 Shoney's Inc. Sanyo Electric Inc. (toll free outside of Illinois) 1727 Elm Hill Pike see SFS Corporation Nashville, TN 37210 Customer Service (63)366 -9240 G.D. Searle and Company Sera Lee Pharmaceuticals Ms. Mary Ellen Gowin, Manager see Kitchens of Sara Lee P.O. Box 5110 Consumer and Public Affairs Chicago, IL 60680 Shop Rite Supermarket ConsumerRelations Department 1 (800) 942-2566 (toll free in Illinois) 600 York Street Schwinn Bicycle Company 1 (800) 323-1603 Elizabeth, NJ 07207 217 NorthJefferson Street (toll free outside Illinois) (201) 527-3342 Chicago,IL 60606 (312)454-7400 Mr. Jerry Hauber, Director Consumer Relations ShowBiz Pizza Ms. Janet Jones, Manager Sears, Roebuck and Co. see Brock Hotel Corporation Consumer Relations Operations Department 731 A Sears Tower Ms. Joyce Glover, National Director Scott Paper Company Consumer Relations Scott Plaza Two Chicago, IL 60684 Philadelphia, PA 19113 (312) 875-5188 Simmons U.S.A. P.O Box 95465 (215) 522-6170 1 (800) 835-7268 Sedgefield Jeans Atlanta, GA 30347 (404) 321-3030 (toll free outside Pennsy;vania) see Blue Bell, Inc. Mr Paul Nigro, Marketing Manager Mr. Ralph Profitt Cosery Director of Consumer Relations Seiko Time Corporation Simonize Nu Tone Division 1111 MacGauther Boulevard 39 Old Ridgebury Road Scoville, Inc. Mahwah, NJ 07430 Danbury, CT 06817 Madison and Red Bank Roads (201) 529-3311 (203) 794-3930 Cincinnati, OH 45227 Ms. Lillian Crawford (513) 527-5100 Ms. Rosemarie Martinez 1 (800) 582-2030 (toll free in Ohio) Customer Relations Department Consumer Affairs Department 1 (800) 543-8687 (toll free outside Ohio) Serta, Inc. Sewing Products Division 2800 North River Road Singer Sewing Company Shareholder Services Representative Des Plaines, IL 60018 155 Raritan Center Parkway Scudder Funds Distributor (312) 699-9300 Edison, NJ 08837 (201) 527-6000 160 Federal Street Boston, MA 02110 Ms. Florence Chasey-Cohen 1 (800) 225-2470 Corporate Communications Mr. Mike Minchin Executive Vice President Marketing (toll free outside Massachusetts) The Seven-Up Company P.O. Box 655086 Sizzler Restaurants International Mr. Clyde Men, Community Affairs Dallas, TX 75265 5400 Alla Road Joseph E. Seagram & Sons, Inc. (214) 824-0331 Los Angeles, CA 90066 (213) 827-2300 800 Third Avenue New York, NY 10022 Seventeen Magazine (212) 572-7000 see Triangle Publications, Inc. Skaggs Company see American Stores Company Customer Service Representative Mr. Gene 0. Jadwin, General Manager Sealy Mattress Manufacturing Customer Relations/Service Skoal Cnewing Tobacco Sharp Electronics Corporation see U.S. Tea Company Sharp Plaza 1300 East Ninth Street P.O. Box 650 Cleveland, OH 44114 Mahwah, NJ 07430 (216) 522-1310 (201) 529-9140

31 25 CORPORATE CONSUMER CONTACTS

Law and Compliance Department Mr. Don Currant, Supervisor Ms. Frances D Karpowicz Smith Barney, Harris Upham Customer Service Department Consumer Affairs Department & Co., Inc. Spencer Gifts Stouffer Foods Corporation 330 West 34th Street 1050 Black Horse Pike 5750 Harper Road New York, NY 10001 Pleasantville, NY 08232 Solon, OH 44139 (212) 399 -6000 (609) 645-5580 (216) 248-3600

Ms. Rosanne Tyson Ms. Trina Mohrbacher President Consumer Affairs Administrator Customer Service Manager Stouffer Restaurant Company SmithKline Consumer Products Mr. Robert Terry, Vice President 30050 Chagrin Boulevard One Franklin Plaza, P.O. Box 8082 Spiegel, Inc. Pepper Pike, OH 44124 Philadelphia, PA 19101 Regency Towers (216) 464-6606 (215) 751-4324 1515 West 22nd Street Oak Brook, IL 60522 Ms. Maureen Durand Ms. Vickie Limbach (312) 954-2772 Chh.lity Assurance Administration Manager of Communications Coordinator J.M. Smucker Co. Mr. Thomas White The Stroh Brewery Company Strawberry Lane Springs Industries Inc. 100 River Place Consumer Fashions Division Orrvillq. OH 44667 Detroit, MI 48207 104 West 40th Street (216) 682-0015 (313) 446-2000 New York, NY 10018 Snapper Power Equipment (212) 556-6000 Ms. Donna Samelson, Manager Consumer Relations McDonough, GA 30253 Ms. Linda Dickey (404) 957-9141 Customer Relations Manager Sun-Diamond Growers of The Southland Corporation California Solar Nutritionail P.O. Box 1727 P.O. Box 719 Stockton, CA 95201 see Thompson Medical Dallas, TX 75221 (209) 466-4851 Company (214) 522-5591 Mr. Paul Sonnabend, President Mr. Ralph Jones, Pub 14.. Affairs Ms. Diane Ferri Sonesta International Hotels Squibb Corporation Supervisor Consumer Affairs Corporation P.O. Box 4000 Sunbeam Appliance Company 200 Clarendon Street Princeton, NJ 08540 1333 Butterfield Road Boston, MA 02116 (609) 921-4279 P.O. Box 1576 (617) 421-5413 Downers Grove, IL 60515 Mr. Jack Gauthier, Marketing Manager (312) 719-5000 Ms. Kathryn M. O'Brien, Manager Stanley Hardware Customer Relations Division Stanley Works Subscriber Service Sony Corporation of America 195 Lake Street Sunset Magazine Sony Service Company New Britain, CT 06050 80 Willow Road Sony Drive (203) 225-5111 Menlo Park, CA 94025 Park Ridge, NJ 07656 (201) 930 -7669 Mr. Jim Stahly, Director Mr. Richard Wisniewski, Supervisor Public Relations Customer Relations Southern Bell Corporation State Farm Mutual Automobile Supermarkets General 32R77 Southern Bell Center Insurance Company Corporation 675 West Peachtree Street, N.E. 301 Blair Road Atlanta, GA 30375 One State Farm Plaza Bloomington, IL 61701 Woodbridge, NJ 07095 (404) 529-3638 (information) (201) 499-3500 (404) 529-3870 (complaints) (309) 766-2714 Mr. Jim Ruppel, Director Ms. Phyllis Buono Mr. Doug Williams Customer Service Customer Relations Product Complaint Section Swatch Watch USA Southwest Airlines Department of Regulatory Affairs 1704 Hempstead Lane Love Field Sterling Drug Inc. Lancaster, PA 17601 P.O. Box 37611 90 Park Avenue 1 (800) SWATCH-1 (toll free) Dallas, TX 75235 New York, NY 10016 (214) 353-6145 (212) 907-2000,3149 The Swiss Colony Customer Service Ms. Shirley Brisbois, Manager Ms. Esther Rasmussen, Director 1112 Seventh Avenue Consumer Relations Consumer Relations Monroe, WI 53566 Spalding & Evenflo, Inc. Stokely USA, Inc. (608) 324-4000 Meadow Street 626 East Wisconsin Avenue Chicopee, MA 01021 Oconomowoc, WI 53066 The Swiss Colony 1 (800) 332-9662 (414) 567-1731 Food Collection (toll free in Massachusetts) 1112 Seventh Avenue 1 (800) 225-6601 Ms. Christine Filardo, Director Monroe, WI 53566 (toll free outside Massachusetts) Consumer Affairs (608) 324-8080 Stop & Shop Supermarkets Mr. P? ,I Weiske P.O. Box 1942 Sylvania Television Customer Service Manager Boston, MA 02105 see NAP consumer Electronics Speed Queen Company (617) 770-8895 Corporation P.O. Box 990 Ripon, WI 54971 (414) 748-3121 32 26 CORPORATE CONSUMER CONTACTS

T Ms. M.A. Shute, Manager Ms Mary O'Connell Public Affairs Sales Services Supervisor Ms. Deedee Kindy, Supervisor Consumer Affairs Tenneco, Inc. Tonka Corporation P.O. Box 2511 6000 Clearwater Drive 3M Houston, TX 77001 Minnetonka, MN 55343 3M Center, Building 225-5N-04 (713) 757-2777 (612) 936-3300 St. Paul, MN 55144 (612) 733-1871 Consumer Affairs Department Ms. Mary Elliott, Director Ms. Joy Colarullo Tetley, Inc. Public Affairs T.J. Maxx 100 Commerce Drive The Toro Company Shelton, CT 06484 One Mercer Road 8111 Lyndale Avenue South (203) 929-9342 Natick, MA 01760 Minneapolis, MN 55420 (617) 651-6624 (612) 887-8900 Mr. W.D. Kistler, Staff Coordinator T.V. Guide Credit Services National Dealer and Consumer Service see Triangle Publications, Inc. Texaco Refining and Marketing Manager P.O. Box 2000 Toshiba Corporation Customer Service Bellarie, TX 77401 82 Totowa Road Talbots (713) 432-2235,2018 Wayne, NJ 07470 175 Beal Street (201) 628-8000 (consumer products) Mr. Carl Gundlach, Consumer Products Hingham, MA 02043 1 (800) 225-8200 (toll free) Texas Instruments, Inc. Ms. Theresa Peard PO. Box 53 Administrative Assistant Ms. Kerry Carliell, Manager Lubbock, TX 79408 Totes, Inc. Consumer Services (806) 741-2000 10078 East Kemper Road TAMBRANDS, Inc. 1 (800) 842-2737 (toll free outside Texas) Loveland, OH 45140 P.O. Box 271 (513) 583-2300 Palmer, MA 01069 Mr. Edward C. Hall, Senior Vice President (413) 283-3431 The New England Director, Consumer Complaints 1 (800) 523-0014 501 Boylston Street Tourneau, Inc. Boston, MA 02117 (toll free outside Massachusetts) 51E, Madison Avenue (617) 578-2000 New York, NY 10022 Ms. Lucille Frey, Director (212) 758-3265 Customer Service Representative Customer Relations 1 (800) 223-1288 Tandy Corporation/Radio Shack Thom Mc An Shoe Co. (toll free outside New York) 1600 One Tandy Center 67 Millbrook Street Worcester, MA 01606 Fort Worth, TX 76102 Ms. Angela Burdon (617) 791-3811 (817) 390-3218 Corporate Spokesperson Tappan Company, Inc. Thompson & Formby, Inc. Toys R Us 395 West Passaic 825 Crossover Lane see White Consolidated Rochelle Park, NJ 07662 Memphis, TN 38117 Industries (201) 368-5528 1 (800) FORMBYS (toll free) Ms. Jane Brattain, Director Ms. R. Robins, Manager Consumer Relations and Mr. Dean Siegal, Director Control Center Quality Assurance Corporate Communications Target Stores Thompson Medical Co., Inc. Trak Auto 3300 75th Avenue 33 South 6th Street 919 Third Avenue Landover, MD 20785 P.O. Box 1392 New York, NY 10022 (301) 731-1200 Minneapolis, MN 55440 (212) 688-4420 (612) 370-6006 Mr. Donald Bell, Vice President Trane/Cac, Inc. 'technics Professional & Public Affairs see American Standard, Inc. see Matsushita Servicing Thrift Drug Company Company 615 Alpha Drive Ms. Rosemary Aunchio, Director Pittsburgh, PA 15238 Customer Relations Mr. Richard Keller, Director (412) 781-5373 Trans World Airlines Consumer Affairs 605 Third Avenue Teledyne, Inc. Corporate Public Affairs New York, NY 10158 1730 East Prospect Street Time Inc. (212) 692-3311 Fort Co!:ins, CO 80525 Rockefeller Center (303) 484-1352 New York, NY 10020 Mr Patrick Edwards, Manager 1 (800) 525-2774 (212) 522-1212 Customer Relations (to!' free except Alaska & Hawaii) Transtar Ms Let ha Watkins P.O. Box 87380 Ms. Kathy Laffin, Supervisor Consumer Correspondent Houston, TX 77287 Customer Service Timex Corporation (713) 641-9107 Teleflora PO. Box 2740 12233 West Olympic, Suite 140 Little Rock, AR 72203 Office Of Consumer Information Los Angcles, CA 90064 (501) 372-1111 The Travelers Companies (213) 826-5253 One Tower Square 1 (800) 387-5576 Hartford, CT 06183 (toll free in California) (203) 277-6565 1 (800) 421-2815 1 (800) 243-0191 (toll free outside California) (toll free outside Connecticut) 33 27 COR?ORATE CONSUMER CONTACTS

Customer Service Ms. Renee Ray, Supervisor Mr. Robert Raycraft Triangle Publications, Inc. Executive Consumer Services Consumer Products Unit Four Radnor Corporate Center U.S. Sprint Upjohn Company Radnor, PA 19088 8001 Stemmons Freeway 7000 Portage Road (215) 293-8500 Dallas, TX 75247 Kalamazoo, MI 49001 (214) 688-4642 (616) 323 -6004 True Value Hardware Stores 1 (800) 531-4646 (toll free outside Texas) see Cotter & Company V Mr. Larry Allen, Manager Consumer Relations Department Ms. Ruth Kelly, Director Corporate Communications USTEA Valvoline Oil Company Consumer Services Department P.O. Box 12918 TUpperware 100 West Putnam Avenue Greenwich, CT 06830 Lexington, KY 40512 P.O. Box 2353 (606) 268-7389 Orlando, FL 32802 (203) 661-1100 (305) 847-3111 Ms. Lorren La Vecchia Ms. Adele Ball 1 (800) 858-7221 (toll free outside Florida) US West, Inc. Manager of Marketing Services Orchard Falls Building Van Heusen Company Direct Response 281 Centennial Avenue Division of Sates Englewood, CO 80111 (303) 793-6660 Piscataway, NJ 08854 Turner Broadcasting (201) 885-5000 System, Inc. Union Fidelity Life Insurance 1 (800) 631-5809 P.O. Box 7500 (WTBS) Company (toll free outside New Jersey) Atlanta, GA 30357 see Aon Corporation 1 (800) 257-1234 Mr. John Mc Ana, President (toll free outside of Georgia) Mr. Paul M. Miller, Manager Van Munching and Co., Inc. Consumer Affairs 1270 Avenue of the Americas, 10th Floor Ms. Meg Houser New York, NY 10020 Uniroyal Goodrich Company (212) 265-2685 Consumer Correspondence Representative 600 South Main Street Turtle Wax, Inc. Akron, OH 44397 Ms. Jan Still-Lindeman 5655 West 73rd Street (216) 374-3796 Van!ty Fair Chicago, IL 60638 1 (800) 521-9796 (toll free) (312) 563-3600 640 Fifth Avenue Mr. Paul Tinebra, Corporate Manager New York, NY 10019 Mr. Pete Hester Consumer Affairs (212) 582-6767 Consumer Relations and Services United Airlines Ms. Elizabeth Martin. Manager Tyson Foods, Inc. P.O. Box 66100 Corporate Communications 2210 West Oak lawn Drive Chicago, IL 60666 Viacom International, Inc. P.O. Drawer E (312) 952-5341 1211 Avenue of the Americas Springdale, AR 72764 Now York, NY 10036 (501) 756-4000 Mr. Bob Potter National Customer Complaint Coordinator (212) 719-7556 U United Parcel Service of Mr. Peter Doane, Vice President Ms. Elaine De Shong, Manager America, Incorporated Vicorp Restaurants 51 Weaver Street Customer Services 400 West 48th Avenue Greenwich, 1 16836 Denver, CO 80216 U-Haul International (203) 622-70 2727 North Central Avenue (303) 296-2121 Phoenix, AZ 85004 United States Fidelity & Customer Relations (602) 263-6771 Guarantee Company 1 (800) 528 -0463 (toll free outside Arizona) Visa USA, Inc. 100 Light Street P0. Box 8499 UNISYS Corporation Baltimore, MD 21202 San Francisco, CA 94128 (301) 547-3000 (415) 570-3200 P.O. Box 500 Bluebell, PA 19424 Bette Malone Relocation Service W (215) 542-4011 United Van Lines One United Drive Customer Service Representative Mr. Harry Roth, Director Fenton, MO 63026 Wagner Spray Tech Corporation Consumer Affairs 1 (800) 325-3870 (toll free) 1770 Fernbrook Lane USAir Plymouth, MN 55441 Hangar 12 Ms. Jill Lory, Manager (612) 553-7168 Washington National Airport Customer Service and 1 (800) 328-8251 Washington, DC 20001 Consumer Correspondence (t3II free outside Minnesota) (703) 892-7020 Universal Match Corporation 1224 Fern Ridge Parkway Customer Service Ms. Rosette Ellison St. Louis, MO 63141 Wal-Mart Stores, Inc. Consumer Services Representative (314) 469-3655 P.O. Box 116 U.S. Shoe Corporation Bentonville, AR 72716 One Eastwood Drive Supervisor Customer Service (501) 273-4000 Cincinnati, OH 45227 Unocal Corporation (513) 527-7590 Room 911-1321 A Mr. Edward H. King, Director P0. Box 7600 Governmental and Public Affairs Los Angeles, CA 90051 Walgreen (213) 977-6956 200 Wilmot Road Deerfield, IL 60015 :44 (312) 940-2500 28 CORPORATE CONSUMER CONTACTS

Customer Service Department Mr. Carl Barkley, Director Public Relations Wafter Drake & Sons Office of Consumer Affairs Wisconsin Bell Drake Building Western Union Telegraph 722 North Broadway Colorado Springs, CO 80940 Company ASC-13 One Lake Street Milwaukee, WI 53202 Ms. Rebecca Pierce Upper Saddle River, NJ 07458 (414) 678-0681 Consumer Affairs Manager (201) 825-5937 Wamsutta Pacific Mr John Patrick Callahan 111 West 40th Street, 16th Floor Mr. Robert D. Stanley Customer Service New York, NY 10018 Division Vice President, Consumer Affairs F.W. Woolworth Company (212) 930-5594 Whirlpool Corporation 233 Broadway, Room 2638 2000 M 63 North New York, NY 10279 Customer Relations Benton Harbor, MI 49022 (212) 553-2202 Wang Laboratories Inc. (616) 926-5101 One Industrial Avenue 1 (800) 253-1301 (toll free) Customer Service Lowell, MA 01851 World Book, Inc. (617) 967-4068 Mr. Raymond E. Bacquet 510 Merchandise Mart Plaza Manager of Customer Relations and Chicago, IL 60654 Mr. Alton G. Laliberte Information Center 1 (800) 621-8202 (toll free) Executive Vice President White Consolidated Industries Warnaco Men's Apparel 300 Phillipi Road Wrangler Jeans 10 Water Street Columbus, OH 43288 see Blue Bell, Inc. Waterville, ME 04901 (614 272-4100 (207) 873-4241 1 (800) 245-0600 (toll free outside Ohio) Ms. Joan Weber Consumer Affairs Administrator Ms. Mary Richardson, Director Frigidaire Appliances Wm. Wrigley Jr. Company Consumer Affairs Division 1 (800) 451-7007 (toll free) 410 North Michigan Avenue Warner-Lamt-ert Company Chicago, IL 60611 201 Tabor Road Gibson Appliances (312) 645-4071 Morris Plains, NJ 07950 1 (800) 458-1445 (toll free) (201) 540-2458 X Kelvinator Appliance Company Mr. Richard Reilly, Manager Ms. Beverly Frago, Manager 1 (800) 323-7773 (toll free) Customer Service Customer Relations Waterford Crystal, Ltd. O'Keefe & Merit Appliances Xerox Corporation P.O. Box 2298 1 (800) 537-5530 (toll free) 100 Clinton Avenue South Ocean, NJ 07712 Rochester, NY 14644 (201) 493-2900 Tappan Company, Inc. (716) 423-5480 1 (800)221-1006 1 (800) 537-5530 (toll free) (toll free outside New Jersey) Y White Westinghouse Mr. Dan Caviness, Manager Ms. Karen Wsgmann 1 (800) 245-0600 (toll free) Customer Relations Executive Vice President Yamaha Motor Corporation Customer Transactions Wells Fargo & Company White Westinghouse 6555 Katella Avenue see White Consolidated Cypress, CA 90630 201 Third Street (714) 761-7439 MAC 0137-020 Industries San Francisco, CA 94163 (415) 477-5005 Ms. Kim Byron, Manager Community Relations Ms. Renee Hoke, Manager Ms. Susan Kos ling Wickes Companies, Inc. Communications Consumer Relations Specialist 3340 Ocean Park Boulevard, Suite 2000 Zale Corporation Wendy's International, Inc. Santa Monica, CA 90405 901 West Walnut Hill Lane P.O. Box 256 (213) 452-9540 Irving, TX 75038 Dublin, OH 43017 (214) 580-4980 (614) 764-6800 Customer Service Williams-Sonoma Mr. Stanley Berkovitz, Vice President Ms. Joanne Turchany 100 North Point Street Consumer and Community Affairs Manager of Consumer Information San Francisco, CA 94133 Zayre Corporation West Bend Company (415) 421-4555 Framingham, MA 01701 400 Washington Street (617) 651-8704 West Bend, WI 53095 Mr. Steve Evenson (414) 334-2311 Owner Relations Manager Mr. Larry Liddle, Manager Winnebago Industries Customer Service Ms. Caroline Lee P.O. Box 152 Zenith Data Systems Consumer Affairs Manager Forest City, IA 50436 1900 North Austin Avenue West Point-Pepperell (515) 582-3535 Chicago, IL 60639 1221 Avenue of the Americas (312) 745-2464 New York, NY 10020 Winthrop Consumer Products (212) 382-5000 see Sterling Drug Inc. Mr. John Pederson, Consumer Affairs Zenith Electronics Corporation 1000 Milwaukee Avenue Glenview, IL 60025 (312) 391-8100

R5 29 Used Cars Before buying a used car from a dealer, there are certain steps you can take to ensure you are getting a good value for your money 1. Look for and recd the "buyer's guide which must be displayed in the win- dow of all used cars sold by dealers. The buyer's guide explains who must pay for repairs after purchase. It will tell you if there is a warranty on the car, what the warranty covers, and whether a service contract is available Be sure you get a copy of the buyer's guide when you purchase the car from a dealer. 2. Comparison shop for price, condition, warranty, and mileage for the model(s) you are interested in buying. Also compare available interest rates and other terms of finance agreements. 3. To estimate the total cost, add in any interest rates for financing, the cost of a service contract (if any), and any service or repair expenses you will be likely to pay. 4. Before buying, have a mechanic inspect the car for potential problems 5. Check the reliability of the dealer with your state or local consumer protection agency. Also check the local Better Business Bureau to see if they have any complaints against the dealer. 6. When purchasing a used car from someone other than a dealer, get a bill of sale, the proper title and registration, and copies of all financial transactions

h Vi Choosing Long Distance Telephone Service

1. To compare carriers, determine when, how often, and where you use long distance service. Then compare the charges. restrictions, and procedures for making calls. 2. Not all carriers provide service to all areas. Make sure the one you c: oose provides service to the areas you call most frequtntly. 3. Each long distance carrier may have a different billing and usage measurement system. Some give credit for uncompleted calls, wrong numbers, or calls that are unanswered. 4. Ask about one-time only and regular charges. Is there a subscription fee? Monthly service fee? Monthly minimum usage charge? 5. Judge the quality of a carrier's performance (transmission capability, service, billing and crediting). A trial period may help you decide whether the quality of phone service is adequate Before signing up, be sure you understand the terms of the carrier's cancellation policy, and the costs involved in switching to another carrier.

`46 30 Automobile Manufacturers

If you have a problem with an automobile purchased from If the problem is still not resolved, try contacting one of a dealer, first try to work it out with that dealer If an agreement the third-party dispute resolution programs. A listing of these cannot be reached, consider contacting the manufacturer's programs begins on page 42. zone representative, many of whom are listed in this section.

American Honda Motor Michigan, Indiana, Ohio, Kentucky Connecticut, Delaware, Maine, Maryland, Company, Inc. Customer Relations Department Massachusetts, New Hampshire, New American Honda Motor Company, Inc Jersey, New York, Pennsylvania, California, Nevada Central Zone Rhode Island, Vermont, Virginia, Customer Relations Department 101 South Stanfield Road West Virginia American Honda Motor Company, Inc Troy, OH 45373 Regional Customer Relations Manager Western Zone (513) 332-6250 American Isuzu Motors, Inc 700 Van Ness Avenue Northeast Region Torrance, CA 90509 Washington, Oregon, Idaho, Montana, 114 Pleasant Avenue (213) 781-4565 Wyoming, North Dakota, South Dakota, P.O. Box 925 Hawaii, Alaska Upper Saddle River, NJ 07458 Utah, Arizona, Colorado, New Mexico, Customer Relations Department (201) 934-0755 Nebraska, Kansas, Oklahoma American Honda Motor Company, Inc. Customer Relations Department Northwest Zone Arizona, Arkansas, Colorado, Kansas, American Hond,. Motor Company, Inc. 12439 N.E. Airport Way Louisiana, Nevada (Southern), New West Central Zone Portland, OR 97220 Mexico, Oklahoma, Texas 1600 South Abilene Street, Suite D (503) 256-0943 Regional Customer Relations Manager Aurora, CO 80012 American Isuzu Motors, Inc. (303) 696-3935 Texas, Arkansas, Louisiana, Mississippi Southwest Region Customer Relations Department 805 W. North Carrier Parkway, Suite 200 Maine, Vermont, New Hampshire, New American Honda Motor Company, Inc. Grand Prairie, TX 75050 York State, Connecticut, Massachusetts, South Central Zone (214) 647-2911 Rhoda Island 4529 Royal Lane Customer Relations Department Irving, TX 75063 Alaska, Hawaii, Idaho, Montana, Nevada American Honda Motor Company, inc. (214) 929-5481 (Northern), Oregon, Utah, Washington, Wyoming New England Zone Corporate Office: 555 Old Country Road Regional Customer Relations Manager American Honda Motor Company, Inc American Isuzu Motors, Inc. Windsor Locks, CT 06096 Consumer Affairs Department (203) 623-3310 Northwest Region 100 West Alondra Boulevard 8727 148th Avenue, N.E Gardena, CA 90248 Tennessee, Alabama, Georgia, Florida Redmoild, WA 98052 (213) 604-2430 Customer Relations Department (206) 881-0203 American Honda Motor Company, Inc. Headquarters: Southeast Zone American Isuzu Motors, Inc. American Isuzu Motors, Inc 1500 Morrison Parkway 2300 Pellissier Place Alpharetta, GA 30201 California Whittier, California 9060 (404) 442-2045 Regional Customer Relations Manager American !sum Motors, Inc (213) 949-0611 Minnesota, Iowa, Missouri, One Autry Street American Motors Corporation Wisconsin, Illinois Irvine, CA 92718 see Jeep!Eagle Division of Customer Relations Department (714) 770-2626 Chrysler Motor Corporation American Honda Motor Company, Inc. North Central Zone Alabama, Florida, Georgia, Kentucky, 139 West Central Road Mississippi, North Carolina, South Audi of America, Inc. Schaumburg, IL 60195 Carolina, Tennessee (312) 991-9788 Regional Customer Relations Manager Arizona, Southern California, Colorado, American Isuzu Motors, Inc. Nevada, Wyoming, West Virginia, Maryland, Virginia, Southeast Region haw Mexico, South Dakota (Rapid City), North Carolina, South Carolina, 205 Hembree Park Jnve 11 xas (El Paso), Utah Igstrict of Columbia Roswell, GA 30076 Pegional Service Manager Customer Relations Dapartment (404) 475-1995 Audi of America, Inc. American Honda Motor Company, Inc. Pacific Region Mid-Atlantic Zone Illinois, Indiana, Iowa, Kansas (Kansas 11300 Playa Street 209 Perry Parkway, Suite 10 Clty metro area), Michigan, Minnesota, Culver City, CA 90231 Gaithersburg, MD 20877 Missouri, Nebraska, North Dakota, Ohio, 1 (800) 822-AUDI (toil free) (301) 869-8982 South Dakota, Wisconsin Regional Customer Relations Manager Alaska, Northern California, Idaho, Pennsylvania, New Jersey, Delaware, American Isuzu Motors, Inc Montana, Oregon, Washington Long Island (New York) Central Region Regional Service Manager Customer Relation Department 1830 Jarvis Avenue Audi of America, Inc. American Honda Motor Company, Inc. Elk Grove Village, IL 60007 Western Region Northeast Zone (312) 952-8111 7106 Johnson Drive 115 Gaither Drive Pleasanton, CA 94566 Moorestown, NJ 08057 1 (800) 822-AUDI (toll free) (609) 235-5533

`47

31 AUTOMOBILE MANUFACTURERS

Alabama, Florida, Georgia, Louisiana, Northern California, Nevada, Utah, Southern California, Hawaii Mississippi, Oklahoma, South Carolina, Idaho, Washington, Oregon, Montana Customer Relations Manager Tennessee, Texas (excluding El Paso) Customer Relations Manager Chrysler Motors Corporation Regional Service Manager BMW of North America, Inc. Los Angeles Zone Office Audi of America, Inc. Northwest Region P.O. Box 3019-C Southern Region 6606 Owens Drive Anaheim, CA 92803 1770 The Exchange, Suite 170 Pleasanton, CA 94566 (714) 870-4000 Atlanta, GA 30339 (415) 463-0690 1 (800) 822-AUDI (toll free) California Tennessee, North Carolina (Southwest), Customer Relations Manager Illinois, Indiana, Iowa, Kentucky, Mississippi, Alabama, Georgia, Florida, Chrysler Motors Corporation Michigan, Minnesota, Ohio, South Carolina San Francisco Zone Office North Dakota, South Dakota Customer Relations Manager P.O. Box 5009 (excluding Rapid City), Wisconsin BMW of North America, Inc. Pleasanton, CA 94566 Regional Service Manager Southeast Region (415) 463-0656 Audi of America, Inc. 6160 Peachtree-Dunwoody Road Central Ragion Suite A-100 Wyoming, Kansas, Colorado, Nebraska, 420 Barclay Boulevard Atlanta, GA 30328 Idaho, Montana Lincolnshire, IL 60069 (404) 399-0070 Customer Relations Manager 1 (800) 822-AUDI (toll free) North Dakota, South Dakota, Minnesota, Chrysler Motors Corporation Wisconsin, Iowa, Illinois, Michigan, Denver Zone Office Arkansas, Kansas, Missouri, Nebraska Indiana, Ohio, Kentucky P.O. Box 39006 Regional Service Manager Customer Relations Manager Denver, CO 80239 Audi of America, Inc BMW of North America, Inc. (303) 171-1330 Mid-America Region Central Region 8825 Page Boulevard 1002 E. Algonquin Road Florida St. Laois, MO 63114 Schaumburg, IL 60195 Customer Relations Manager 1 (ROO) 822-AUDI (toll free) (312) 397-5713 Chrysler Motors Corporation Orlando Zone Office Delaware, District of Columbia, Maine, Connecticut, Maine, Massachusetts, P.O. Box 593428 Maryland, Massachusetts, New New Hampshire, New Jersey, New York, Orlando, FL 32859 Hampshire, North Carolina, Rhode Island, Vermont (305) 352-7402 Pennsylvania, Rhode Island, Vermont, Customer Relations Manager Virginia, West Virginia BMW of North America, Inc. Tennessee, Alabama, Georgia Regional Service Manager Eastern Region Customer Relations Manager Audi of America, Inc. 535 East Crescent Avenue Chrysler Motors Corporation Mantic Region Ramsey, NJ 07446 Atlanta Zone Office 9300 Martin Luther King, Jr. Highway (201) 934-4000 900 Circle 75 Parkway, Suite 1600 Lanham, MD 20706 Atlanta, GA 30339 1 (800) 822 -AUDI (toll free) Wyoming, Colorado, New Mexico, Texas, (404) 953-8880 Oklahoma, Kansas, Nebraska, Missouri, Connecticut, New Jersey, New York Arkansas, Louisiana Iowa, Northern Illinois, Indiana Regional Service Manager Customer Relations Manager Customer Relations Manager Audi of America, Inc. BMW of North America, Inc. Chrysler Motors Corporation Eastern Region Southwest Region Chicago Zone Office Greenbush Road 1730 Briercroft Court, P.O Box 819003 P0. Box 1102 Orangeburg, NY 10962 Dallas, TX 73581 Itasca, IL 60143 1 (800) 822 -AUDI (toll free) (214) 323-7700 (312) 773-7780 North Caro lin? (Charlotte), District of Connecticut, New Jersey, New York Columbia, Virginia, Pennsylvania, Oklahoma, Missouri, Nebraska, Kansas Director, Corporate Service Maryland, Delaware Customer Relations Manager World-Wide Volkswagen Corp. Customer Relations Manager Chrysler Motors Corporation Greenbush Road BMW of North America, Inc. Kansas Cty Zone Office Orangeburg, NY 10962 Mid-Altantic Region P0. Box 25668 (914) 578-5000 21545 Ridge Top Circle Overland Park, KS 66225 Sterling, VA 22170 (913) 469-3090 Corporate Office: (703) 450-7620 Mr. Frank A. Pompa, Jr. Louisiana, Florida, Alabama, Missouri Consumer Services Manager Corporate Office: Customer Relations Manager Audi of America, Inc. National Customer Relations Manager Chrysler Motors Corporation 888 West Big Beaver BMW of North America, Inc. New Orleans Zone Office Tr. y, MI 48007 Campus 3 P0. Box 73168 1 (800) 822-AUDI (toll free) Montvale, NJ 07645 Metairie, LA 70033 (201) 573-2000 (504) 455-1433 BMW of North America, inc. Chrysler Motors Corporation Massachusetts, Connecticut, Rhode Arizona, Southern California, Southern Island, Maine, Vermont, New Hampshire Nevada (Las Vegas) Nevada, Utah, Arizona, New Mexico Customer Relations Manager Customer Relations Manager Customer Relations Manager Chrysler Motors Corporation Western Region Chrysler Motors Corporation Boston Zone Office BMW of North America, Inc. Phoenix Zone Office P0. Box 50 12541 Beatrice Street 11225 North 28th Drive, Suite A100 Natick, MA 01760 P.O. Box 66916 Phoenix, AZ 85029 (617) 655-2810 Los Angeles, CA 90066 (602) 866-6060 (213) 305-2913 32 g8 AUTOMOBILE MANUFACTURERS

Maryland, Virginia, North Carolina, Pennsylvania, New Jersey, Delaware Nebraska, Colorado, Utah, Wyoming, Delaware, District of Columbia Customer Relations Manager Montana, Idaho, Oregon, Southwestern Customer Relations Manager Chrysler Motors Corporation South Dakota, Washington, Alaska Chrysler Motors Corporation Philadelphia Zone Office Owner Relations Department Washington, DC Zone Office 3 Great Valley Parkway East, Suite 201 Rocky Mountain Regiunc..! Office P.O Box 3130 Great Valley Corporate Center 5005 Lima Street Landover, MD 20784 Malvern, PA 19355 Denver, CO 80239 (301) 464-40, (215) 251-2990 (303) 373-5800

Michigan, Ohio, Indiana Ohio, Pennsylvania, West Virginia Tennessee, Mississippi, Alabama, Customer Relations Manager Customer Relations Manager Georgia, Florida Chrysler Motors Corporation Chrysler Motors Corporation Owner Relations Department Detroit Zone Office Pittsburgh Zone Office Southeast Regional Office P.O. Box 3000 Penn Center West 3, Suite 420 1640 Stone Ridge Drive Troy, MI 48007 Pittsburgh, PA 15276 P.O. Box 718 (313) 879-3600 (412) 788-7000 Stone Mountain, GA 30083 (404) 491-3233 South Dakota, Minnesota, tom. Arkansas, Mississippi, Tennessee Wisconsin, North Dakota, Nebraska Customer Relations Manager Wisconsin, Upper Michigan, Illinois, Customer Relations Manager Chrysler Motors Corporation Northwest Indiana, Iowa, Minnesota, Chrysler Motors Corporation Memphis Zone Office North Dakota, South Dakota Minneapolis Zone Office P.O. Box 18008 Owner Relations Department P.O. Box 1231 Memphis, TN 38181 Midwest Regional Office Minneapolis, MN 55440 (901) 797-3870 1600 Busse Road (612) 553-2546 Elk Grove Village, IL 60007 Texas (North) (312) 364-8601 Illinois, Missouri, Kentucky, Indiana Customer Relations Manager Customer Relations Manager Chrysler Motors Corporation Michigan, Western New York, Western Chrysler Motors Corporation Dallas Zone Office Pennsylvania, West Virginia, Kentucky, St. Louis Zone Office P.O. Box 110162 Indiana, Ohio P.O. Box 278 Carrollton, TX 75011 Owner Relations Department Hazelwood, MO 63042 (214) 242-8462 Great Lakes Regional Office (314) 895-0731 24100 Southfield Road, Suite 10) Texas (South) Southfield, MI 48075 Nort;; Carolina, South Carolina Customer Relations Manager (313) 827-7870 Customer Relations Manager Chrysler Motors Corporation Chrysler Motors Corporation Houston Zone Office Rhode Island, Massachusetts, Maine, Charlotte Zone Office 363 East North Belt, Suite 590 New Hampshire, Vermont, Eastern New 4944 Parkway Plaza Boulevard Houston, TX 77060 York, Northern New Jersey Suite 470 (713) 820-7062 Owner Relations Department Charlotte, NC 28217 Northeast Regional Office (704) 529-4165 Illinois, Ohio, Missouri, Michigan, 444 Saw Mill River Road Minnesota, Wisconsin P.O. Box 500 New York, Pennsylvania Customer Relations Manager Elmsford, NY 10523 Customer Relations Manager Chrysler Motors Corporation (914) 997-2823 Chrysler Motors Corporation Milwaukee Zone Office Syracuse Zone Office 445 South Moorland Road, Suite 470 Missouri, Arkansas, Louisiana, Texas, P.O. Box 1207 Brookfield, WI 53005 Oklahoma, Kansas Syracuse, NY 13201 (414) 797 -3750 Owner Relations Department (315) 432-4041 Southwest Regional Office Corporate Office: 5101 Statesman Drive New Jersey, New York, Connecticut Mr. E. F. Mahon Irving, TX 75063 Customer Relations Manager National Owner Relations Manager (214) 570-3222 Chrysler Motors Corporation Chrysler Motors Corporation New York Zone Office P.O. Box 1718 Eastern Pennsylvania, 500 Route 303 Detroit, MI 48288 Southern New Jersey, Delaware, Tappan, NY 10983 (313) 956-5970 Maryland, District of Columbia, (914) 35P 0110 Virginia North Carolina, South Carolina Owner I-ations Department Kentucky, Indiana, Ohio Jeep/Eagle Division of Mid-Atlantic Regional Office Customer Relations Manager Chrysler Motors Corporation Hallmark Building Chrysler Motors Corporation 13873 Park Center Road, Suite 77 Cincinnati Zone Office Nevada, New Mexico, Arizona, California, Herndon, VA 22071 P.O. Box 41902 Hawaii (703) 481-6438 Cincinnati, OH 45241 Owner Relations Department (513) 530-1500 Western Regional Office Corporate Office: 23046 Avenida De La Cariotta Ms. Marilyn Johnston Oregon, Alaska, Washington, P.G. Box 30710 Owner Relations Service Northern Idaho, Western Montana Laguna Hills, CA 92654 14250 Plymouth Road Customer Relations Manager (714) 855-3533 Detroit, MI 48232 Chrysler Motors Corporation (313) 493-2341 Portland Zone Office P.O. 1304 744 Beaverton, OR 97075 (503) 641 -4170 :19 33 AUTOMOBILE MANUFACTURERS

Fiat Auto U.S.A., Inc. Central and Western Indiana, Western Iowa, Central and Eastern Southeastern Illinois Corporate Office: Nebraska, Southeastern South Dakota Owner Relations Manager Mr Manny Carvalho Owner Relations Manager Ford Motor Company Ford Motor Company National Service Operations Manager Indianapolis District Office Omaha District Office Fiat Auto U.S.A., Inc. P.O. Box 19448 PO. Box 37433 777 Terrace Avenue Indianapolis, IN 46219 Millard Station Hasbrouck Heights, NJ 07604 (317) 353-V51 (201) 393-4049,4042 Omaha, NE 68137 (402) 592-8850 Western Missouri, Kansas, Ford Motor Company Northwestern Arkansas Northeastern Pennsylvania, Owner Relations Manager Southeastern Pennsylvania, Southern Arizona, New Mexico, Western Texas Ford Motor Company New Jersey, Delaware Owner Relations Manager Kansas City District Office Owner Relations Manager Ford Motor Company P.O. Box 501 Ford Motor Company Phoenix District Office Shawnee Mission, KS 66201 Philadelphia District Office P.O Box 844 (913) 888-0141 P.O. Box 816 Phoenix, AZ 85001 Pennsauken, NJ 08110 (602) 266-8500 Western Kentucky, Central Tennessee, South Central Indiana (609) 662-8021 Owner Relations Manager Southern California, Northern New Jersey, Eastern New York, Southeastern Nevada Ford Motor Company Southeastern New York, Long Island Loui,ville District Office Owner Relations Manager Owner Relations Manager PO. Box 32080 Ford Motor Company Ford Motor Company Louisville, KY 40232 Los Angeles District Office New York District Office (502)456-3700 2200 West Sequoia U.S. Highway 46 P.O. Box 4680-P Southern Mississippi, Louisiana, Teterboro, NJ 07608 Anaheim, CA 92803 Southwestern Alabama (201) 288-9421 (714) 520-8300 Owner Relations Manager Ford Motor Company Upper and Western New York, Northern California, Southern Oregon, New Orleans District Office Northern Pennsylvania Western Nevada, Hawaii PO. Box 8630 Owner Relations Manager Owner Relations Manager Metairie, LA 70011 Ford Motor Company Ford Motor Company (504)454-6764 Buffalo District Office San Jose District Office PO. Box 244 P.O. Box 4002 Maine, New Hampshire, Vermont, Buffalo, NY 14225 Milpitas, CA 95035 Massachusetts, Rhode Island, (716) 631-4430 (408) 262-9110 Connecticut Owner Relations Manager Eastern and Northwestern Ohio, Colorado, Wyoming, Western Nebraska, Ford Motor Company Northwestern Pennsylvania t,..*:::?rn Idaho, Utah, Southwestern Boston District Office Owner Relations Manager South Dakota, Northeastern Nevada, P.O. Box 587 Ford Motor Company Montana, Southeastern Oregon Waltham, MA C2254 Cleveland District Office Owner Relations Manager (617) 895-1000 P.O. Box 41035 Ford Motor Company Brecksville, OH 44141 Denver District Office Michigan (excluding Upper Peninsula) (704) 554-4501 P.O. Box 5588 Owner Relatins Manager Terminal Annex Ford Motor Company Southern Ohio, Southern West Virginia, Denver, CO 80217 Detroit District Office Eastern Kentucky, Southeastern Indiana (303) 893-3673 PO. Box 775 Owner Re:ations Manager Wixom, MI 48096 Ford Motor Company Florida, Southern Georgia (313) 337-9900 Cincinnati District Office Owner Relations Manager PO. Box 6308 Northwestern Wisconsin, Minnesota, Ford Motor Company Cincinnati, OH 45215 Jacksonville District Office North Dakota, Northern South Dakota (513) 563-3120 Owner Relations Manager P.O. Box Y Ford Motor Company Jacksonville, FL 32203 Southwestern Pennsylvania, Northern (904) 783-7777 Twin Cities District Office West Virginia, Southeastern Ohio P.O. Box 9303 Owner Relations Manager Minneapolis, MN 55440 Northern Georgia, Eastern Alabama Ford Motor Company (612) 887-4290 Owner Relations Manager Pittsburgh District Office Ford Motor Company Southern Illinois, Eastern Missouri Manor Oak Two, Suite 910 Atlanta District Office Owner Relations Manager 1910 Cochran Road P.O. Box 105003 Ford Motor Company Pittsburgh, PA 15220 Atlanta, GA 30348 St. Louis District Office (412) 928-2939 (404) 763-6440 P.O. Box 24575 Arkansas, Western Tennessee, St. Louis, MO 63141 Northeastern Illinois, Northwestern (314) 569-4455 Northern Mississippi, Northwestern Indiana Alabama Owner Relations Manager North Carolina, South Carolina Owner Relations Manager Ford Motor Company Owner Relations Manager Ford Motor Company Chicago District Office Ford Motor Company Memphis District Office 2225 West North Avenue Charlotte Disf:1 Office P.O. Box 8347 Melrose Park, IL 60160 P.O. Box 220307 Hollywood Station (312) 681-6500 Charlotte, NC 28222 Memphis, TN 38108 (704) 554-4501 (901) 454-7270 34 40 AUTOMOBILE MANUFACTURERS

Northern Texas, Oklahoma Customer Service Department Arkansas, Iowa, K"'sas, Kentucky, Owner Relations Manager General Motors Corporation Lousiana, Mist....*Ippi, Missouri, Ford Motor Company GMC Truck and Coach Operation Nebraska, Oklahoma, Tennessee, Texas Dallas District Office 31 Judson Street Mr. Bel Cochrane P.O. Box 110037 Pontiac, MI 48058 Consumer Communications Manager Carrollton, TX 75011 (313)456-4547 Mazda Distributors West (Gulf) (214) 323-6299 10445 Corporate Drive Customer Service Department Sugar Land, TX 77418 Southern Texas General Motors Corporation (713) 240-5800 Owner Relations Manager Oldsmobile Division Ford Motor Company P0. Box 30095 Alaska, Idaho, Minnesota, Montana, Houston District Office Lansing, Ml 48909 North Dakota, Oregon, South Dakota, P.O. Box 827 (517) 377-5546 Washington Houston, TX 77001 Mr Stan Crews (713) 680-4260 Customer Service Department Consumer Communications Manager General Motors Corpoiation Mazda Distributors West Maryland, Virginia, Eastern West Virginia Pontiac Motor Division (Northwest Region) Owners Relations Manager One Pontiac Plaza 8621 South 180th Street Ford Motor Company Pontiac, MI 48053 Kent, WA 98031 Washington District Office 1 (800) 762-2737 (toll free) (206) 251-5920 8051 Gatehouse Road Falls Cnrch, VA 22046 NnrIdEt (703) 698-2069 Mazda Motors of America -ee American Honda Motor (East), Inc. Alaska, Washington, Northern Oregon, Company, Inc. Northern Idaho Alabama, Florida, Georgia, North Owner Relations Manager Carorna, South Carolina Ford Motor Company Jaguar Cars, Inc. Customer Relations Manager Seattle District Office Western Zone Mazda Motors of America (East) Inc. 10604 N.E. 38th Place, Suite 215 Customer Relations Manager Southeast Region Kirkland, WA 98033 Jaguar Cars, Inc. 8691 Western Way (206) 244-5800 422 Valley Drive Jacksonville, FL 32216 (904) 731-0132 Wisconsin (excluding Northwest corner), Brisbane, CA 94005 (415) 467-0625 Michigan (tipper Peninsula) Connecticut, Delaware, Maine, Maryland, Owner Relations Manager Massachusetts, New Hampshire, Ford Motor Company Eastern Zone Customer Relations Manager New Jersey, New York, Pennsylvania, Milwaukee District Office Rhode Island, Vermont, Virginia, P.O. Box 267 Jaguar Cars, Inc 500 Willow Tree Road District of Columbia, West Virginia Brookfield. WI 530C Customer Relations ° ' a n ager (414) 785-Z3100 Leonia, NJ 07605 (201) 592-5200 Mazda Motors of America (East) Inc. National Office: Northeast Region Owner Relations Manager 60 Distribution Boulevard Ford Motor Company Mazda Canada, Inc. Edison, NJ 08817 (201) 287-1664 Ford PartsEra'.Service Division Customer Relations Manager 3000 Schaefer Road Mazada Canada, Inc. Dearborn, MI4,.1 821 Brock road South Mercedes-Benz of (313) 337-6950 Pickering. Ontario Canada '.1W3L6 North America, Inc. 1 (800) 521-4140 (toll freeLincolns) (416) 831-4222 1 (800) 551-5747 Southern California, Arizona (toll freeTaurus/Mercury Sable) Owner Service Manager 1 (800) 437-8237 (toll freeMerkur) Mazda Motors of America Mercedes-Benz of North America, Inc. 1 (800) 282-0959 (Central), Inc. Los Angeles Zone (towing and technical information) 851 East Watsoncente Arizona, California, Colorado, Nevada, P.O. Box 4625 Gene 31 Motors Corporation New Mexico, Utah, Wyoming Carson, CA 90745 Mr. Matt Reiter (213) 835-8315 Customer Assistance Center Consumer Communications Manager General Motors Corporation Mazda Distributors West (Pacific Region) Northern California, Wash;;Igton Buick Motor Division 9451 Toledo Way Oregon, Nevada, Montana, Idaho, Utah, 902 3t Hamilton Avenue r Irvine, CA 92714 Western Wyoming, Alaska, Hawaii Flint, MI 48550 (714) 380-7705 Owner Service Manager 1'800) 521-7300 (toe free) Mercedes-Benz of North America, Inc. Consumer Relations Illinois, Indians Michigan, Ohio, San Francilco Zone General Motors Corporation Wisconsin 513 Eccles Avenue Cadillac Wrtor Car Division ii,.Hal Paulsen San Francisco, CA 94080 2860 Clark Street Consumer Communications Manager (415) 871-5125 Detroit, MI 48232 Mazda Dist, .. utors Great Lakes (313) 554-5536 618 Kenmoor S.E. Grand Rapids, MI 49506 Customer Ass:Aance Department (616) 949-9305 General Motors Corr ation Chevrolet Motor Division 5505 Corporate Drive Troy, MI 48098 41 1 (800) 222-1020 (toll free)

35 AUTOMOBILE MANUFACTURERS

Western North Carolina, South Carolina, Mitsubishi Motor Sales Soi. "arofina, Georgia, Florida Tennessee, Mississippi, Alabama, Qt America, Inc. Consumer Affairs Manager Georgia, Florida Nissan Motor Corporation in USA Owner Service Manager Alaska, Arizona, Arkansas, California, Jacksonville Regional Office Mercedes-Benz of North America, Inc Colorado, Hawaii, Idaho, Louisiana, 8743 Western Way Jacksonville Zone Montana, Nebraska, Nevada, New Jacksonville, FL 32217 8813 Western Way Mexico, North Dakota, Oklahoma, (904) 737-7100 P.O Box 17604 Oregon, South Dakota, Texas, Utak, Jacksonville, FL 32245 Washington, Wyoming Minnesota, Wisconsin, Iowa, (904) 731-4040 Consumer Relations Manager Illinois, Missouri, Michigan Mitsubishi Motor Sales of America, Inc (except Lower Peninsula) Illinois, Indiana, Ohio, Kentucky, Western Region, ' Office Consumer Affairs Manager Michigan, Wisconsin, Minnesota, 6450 West Katell. Avenue Nissan Motor Corporation in USA North Dakota, Eastern South Dakota, Cypress, CA 90630 Chicago Regional Office Nebraska, Iowa, Missouri, Eastern 1 (800) 222-0037 (toll free) 600 Enterprise Street Kansas Aurora, IL 60505 Owner Service Manager Alabama, Connecticut, Delaware, District (312) 851-8000 Mercedes-Benz of N( rth America, Inc. of Columbia, Florida, Georgia, Illinois, Chicago Zone Indiana, Iowa, Kansas, Kentucky, Maine, Maine, Vermont, New Hampshire, 3333 Charles Street Maryland, Massachusetts, Michigan, Massachusetts, Rhr-de Island, Franklin Park, IL 60131 Minnesota, Mississippi, Missouri, Connecticut, parts ci upstate New York (312) 455-9131 New Hampshire, New Jersey, New York, Consumer Affairs Manager North Carolina, Ohio, Pennsylvania, Nissan Motor Corporation in USA Western New York, Fk:Ansylvania, Rhode Island, South Carolina, Boston Regional Office Eastern Ohio, West Virginia, Virginia, Tennessee, Vermont, Virginia, P.O. Box 198 Maryland, Eastern North Carolina, West Virginia, Wisconsin Mansfield, MA 02048 Delaware, District of Columbia Consumer Relations Manager (617) 339-1000 Owner Service Manager Mitsubishi Motor Sales of America, Inc. Mercedes-Benz of North Anierica, Inc Eastern Regional Office New Jersey, Eastern Pennsylvania, Washington, DC Zone 516 Heron Drive Metropolitan New York Baltimore Commons Business Park Bridgeport, NJ 08014 Consumer Affairs Manager 1300 Mercedes Drive 1 (800) 222 -0037 (toll free) Nissan Motor Corporation in USA Harmons, MD 21077 New York Regional Office (301) 859-9160 Corporate Office: No. 4 Corporate Pace National Consumer Relations Manager Piscataway, NJ 08855 Maine, Vermont, New Hampshire, Mitsubishi Motor Sales of America, Inc. (201) 981-0220 Massachusetts, Rhode Island, 10540 Talbert Avenue Connecticut, Northern Net* Jersey, Fountain Valley, CA 92728 Michigan (Lower Peninsula), Indiana, Upstate New York (714) 963-7677 Ohio, Western Pennsylvania Owner Service Manager Consumer Affairs Manager Mer' 'des-Benz of North America, Inc. Nissan Motor Corporation in USA New York Zone Nissan Motor Corporation in USA Columbus Regional Office One Glenview Road 150 East Wilson Bridge Road, Suite 100 P.O. Box 277 Southern California, Arizona, Worthington, OH 43085 Montvale, NJ 07645 Nevada (Las Vegas) (614) 846-6900 (201) 573-2501 Consumer Affairs Manager Nissan Motor Corporation in USA Arkansas, Kentucky, Tennessee, Texas, Arkansas, Louisiana, Oklahoma, Los Angeles Regional Office Mississippi, Alabama Western Kansas, New Mexico, Colorado, 1683 Sunflower Avenue Consumer Affairs Manager Eastern Wyu..iing Costa Mesa, CA 92626 Nissan Motor Corporation in USA Owner Service Manager (714) 549-1277 Memphis Regional Office Mercedes-Benz of North America, Inc 5775 Summer Trees Drive Houstc Jne Northern California, Memphis, TN 38134 9550 Ni., di Loop East Nevada (except Las Vegas) (901) 372-5700 P.O. Box 24396 Consumer Affairs Manager Houston, TX 77229 Nissan Motor Corporation in USA Texas, Oklahoma, Louisiana (713) 575-61' 3 San Francisco Regional Office Consumer Affairs Manager 355 North Wigei Lane, Suite 100 Nissan Motor Corporation in USA Corporate Office: Walnut Creek, CA 94; Dallas Regional Office Owner Service Department (415) 932-0550 '405 North Stemmons Freeway Mercedes-Benz of North America, Inc t armeis Branch, TX 75234 One Mercedes Drive North Dakota, South Dakota, Wyoming, (214) 243-4311 Montvale, NJ 07645 Nebraska, Utah, Colorado, Kansas, (201) 573-0600 New Mexico, Texas (El Paso) Maryland, Delaware, West Virginia, Consumer Affairs Manager Virginia, North Carolina, Nissap Motor Corporation in USA District of Columbia Denver Regional Office Consumer Affairs Manager 11000 East 45th Avenue Nissan Motor Corporation in USA Denver, CO 80239 Norfolk Regional Office (303) 371-4230 151 Harbor Drive Portsmouth, VA 23705 (804) 399-4011

36 42 AUTOMOBILE MANUFACTURERS

Peugeot Motors of America, Inc. Saab-Scania of America, Inc. Northern California, Nevada (except Clark County), Utah Alaska, Arizona, California, Hawaii, Maine, Vermont, New Hampshire, Customer Relations Manager Idaho, Montana, Nevada, Oregon, Utah, Massachusetts, New Jersey, Rhode Subaru of Northern California, Inc Washington Island, Connecticut, New York, Delaware, 2505 Port Street Customer Relations Pennsylvania West Sacramento, CA 95691 Peigeot Motors of America, Inc Consumer Relations Representative (916) 371-7901 Western Region Saab-Scania of America, Inc 1020 East 230th Street Eastern Region Nebraska, Kansas, Colorado, New Carson, CA 90745 PO Box 697 Mexico, Arizona, Missouri (counties of (213) 549-9880 Orange, CT 06477 Clay, Platte, and Jackson only) 1 (800) 345-5549 (toll free) (203) 795-1326 Customer Relations Manager SvL,aru Inter-Mountain Connecticut, Florida, Maine, Washington, Montana, Oregon, Idaho, 13000 East 39th Avenue Massachusetts, New Hampshire, New California, Nevada, Utah, Arizona, Aurora, CO 80011 Jersey, New York, Pennsylvania, Rhode Alaska, Hawaii (303) 371-3820 Island, Vermont, Southern Georgia, Consumer Relations Representative Puerto Rico Saab-Scania of America, Inc. Georgia, south Carolina, Florida Customer Relations Western Region Customer Relations Manager Peugeot Motors of America, Inc P.O. Box 697 Southeast Subaru Eastern Region Orange, CT 06477 P.O. Box 3007 45 U.S. Highway 46 1 (800) 255-9007(toll free) West Palm Beach, FL 33402 Pine Brook, NJ 07058 (305) 683-3066 (201) 882-1800 Maryland, Virginia, District of Columbia, 1 (800) 345 -5549 (toll free) North Carolina, South Carolina, Missouri (except counties of Clay, Platte, Tennessee, Alabama, Georgia, Florida and Jackson) Indiania (Lake County Alabama, Arkansas, Colorado, Indiana, Consumer Relations Representat,. only), North Dakota, South Dakota, Illinois, Iowa, Kansas, Louisiana, Saab-Scania of America, Inc. Minnesota, Wisconsin, Iowa, Illinois Michigan, Minnesota, Missouri, Southern. Region Customer Relations Manager Mississippi, Nebraska, New Mexico, 425 Franklin Road, Suite 550 Subaru Mid-America, Inc. North Dakota, Ohio, Oklahoma, South Mariett.(IA 30067 301 Mitchell Court Dakota, Texas, Wisconsin, Wyoming (404) 42._ 150 Addison, IL 60101 Customer Relations (312) 953-1188 Peugeot Motors of America, Inc. Ohio, West Virginia, Kentucky, Indiana, Central Region Michigan, Wisconsin, Illinois, Minnesota, Maine, Vermont, New Hampshire, 9444 Old Katy Road Iowa, South Dakota, North Dakota, Massachusetts, Rhode Island, Houston, TX 77055 Nebraska, Kansas, Colorado, Wyoming, Connecticut 1 (800) 345-5549 (toll free) New Mexico, Texas, Oklahoma, Missouri, Customer Relations Manager Arkansas, Louisiana, Mississippi Subaru of New England, Inc Kentucky, Maryland, Northern Georgia, Consumer Relations Representative 95 Morse Street North Carolina, South Carolina, Saab-Scania of America, Inc. Norwood, MA 02062 Tennessee, Virginia, District of Central Region (617) 7E 5100 Columbia, West Virginia, Delaware 10415 United Parkway Customer Relations Schiller Park, IL 60176 West Virginia, Virginia, toJrth Carolina, P....,geot Motors of America, Inc. (312) 671-4920 Maryland, District r: Columbia Eastern Auto Distributors Inc. Customer Relations Manager 833 East Little Creek Road Corporate Office: Subaru Atlantic, Inc. Norfolk, VA 23518 Consumer Relations Manager 8611 Larkin Road (804) 588-1334 Saab-Scania of America, Inc. Savage, MD 20763 P.O. Box 697 (301) 496-1700 National Headquarters: Orange, CT 06477 Mr. William J. Atanasio (203) 795-1326 Southern New Jersey, Pennsylvania, National Customer Relations Manager Delaware Peugeot Motors of America, Inc. Subaru of America Customer Relations Manager One Peugeot Plaza Penn Jersey Subaru, Inc P.O. Box 607 Arkansas, Louisiana, Tennessee, Glen Avenue and For. Road Lyndhurst, NJ 07071 Alabama, Mississippi P.O. Box P (201) 935-8400 Customer Relations Manager Moorestown, NJ OP037 1 (800) 345-5549 (toll free) Subaru South, Inc. (609) 234-7600 8923 Fourche Dam Pike Porsche Cars North America, Little Rock, AR 72206 New York, North New Jersey (501) 490-2770 Customer Relations Manager Inc. Subaru Distributors Corporation Customer Relations Manager Southern California, Nevada 6 Ramland Road Porsche Cars North America, Inc. (Clark County only) Orangeburg, NY 10962 200 South Virginia Street Customer Relations Manager (914) 359-2500 P.O. Box 30911 Subaru of Southern California Reno, NV 89520 12 Whatney Drive Kentucky, Ohio, Indiana ( except Lake (702) 348-3154 Irvine, CA 92718 County), Michigan (714) 951-6592 Customer Relations Manager Great Lakes Subaru, Inc 401 North Hamilton Road P.0 Box 16513 Columbus, OH 43216 43 (614) 864-6650 37 AUTOMOBILE MANUFACTURERS

Washington, Oregon, Idaho, Montana, Hawaii Liaison Office Delaware, Pennsylvania Wyoming, Alaska Volkswagen United States, Inc. Regional Service Manager Customer Relations Manager 3345 iJalena Street, Suite 908 Volkswagen United States, Inc Northwest Subaru Honolulu, HI 96819 Valley Forge Region 8040 Northeast 33rd Drive (908) 833-9091 (telephone inquiries only) 1001 South Trooper Road P.O. Box 11293 P.O. Box 830 Portland, OR 97211 Illinois, Iowa, Minnesota, North Dakota, Valley Forge, PA 19482 (503) 287-4171 Wisconsin, South Dakota (215) 666-0683 (excluding Rapid City) Texas, Oklahoma Regional Service Manager Louisiana, Mississippi, Oklahoma, Customer Relations Manager Volkswagen United States, Inc. Texas (excluding El Paso) Southwest Subaru Chicago Region Regional Service Manager 12615 San Pedro Avenue 420 Barclay Boulevard Volkswagen United States, Inc P.O. Box 32906 L:ncolnshire, IL 60069 San Antonio Region San Antonio, TX 782'6 (312) 634-6000 10843 Gulfdale Drive (512) 496-1441 P.O. Box 79195C Maine, Massachusetts, New Hampshire, San Antonio, TX 78279 Corporate Office: Rhode Island Vermont (512) 341-8881 vner Service Department Regional Services Manager Subaru of America Volkswagen United States, Inc. Corporate Office: P.O. Box 6000 Boston Region Mr. Rainer Dumke Cherry Hill, NJ 08034 100 Fordham Road Consumer Services Manager (609) 488-3278 Wilmington, MA 01887 Volkswagen United States, Inc. (El 658-6700 888 West Rig Beaver Toyota Motor Sales, Inc. Troy, MI 48007 Maryland, North Carolina, Virginia, (313) 362-6000 Customer Assistance Center District of Columbla, West Virginia Toyota Motor Sales, Inc. Regional Service Manager Department A110 Volkswagen United States, Inc. Voivo North America 19001 South Western Avenue Washington Region Corporate Office: 9300 Martin Luther King Highway Torrance, CA 90509 Operations Manager 1 (800) 331-4331 (toll free) Lanham, MD 20706 Volvo North America (301) 453-7000 P.O. Box 913 Volkswagen United States, it:C. Rockleigh, NJ 07647 Arlmr.Jes, Kansas, Missour!, Nebraska (201) 767-4737 Vice President for Service Arizona iYums), Hawaii, Southern Volkswager, Mid-America, trio. California (Zip Codes 90,94,92,93) 6825 Page Boulevard Regional Service Manager Yugo America, Inc. St Louis, MO 63114 Volkswagen United State.:, Inc. (314) e, :3-8100 Mr. vel Amica Los Angeles Regior. Diiector Customer Services 11300 Playe Connecticut, New Jersey, New vork Y..go America, Inc. Culver City, CA r D':ector of Corporate Service 28 Park Way (213) 390-801 World-Wide Volksw* gen, Inc. tipper Saddle River, NJ 07458 Greenbush Rawl (201) 825-4600 Alaska, Oregor, J(Reno), Orangeburg, 10 ,u952 Washington Jpokane), Northern (914) 578-5000 California (Zip Codes 94-99) Regions; Service Manager Indiana, Kentucky, Michigan, Ohio Volkswagen United States, Inc. Regional Service Manager San Franciscu Region Volkswagen United States, Inc. 7106 Johnson Industrial Drive Columbus Region Pleasanton, CA 94566 5000 Post Road (415) 463-1080 Dublin, OH 43017 (614) 761-7100 Arizona (excluding Ydma), Mc :'na, South Dakota (Re ,id City), I' (except Reno), Colorado, Wats., ROL Washington (Spokane) Regional Service Manager Auto Repair Volkswagen United Static, Inc. 1. Before having a company repair your car, check the company's complaint Denver Region record with your state or local consumer protection °Ike or local Better 12847 East Peakvierr Avenue Business Bureau. Englewood, CO 80112 2. Be specific about what you want done or the problems you are ex- (303) 790-0457 periencing. 3. Ask for either a wril:en estimate or that you be called before any major re- Alabama, Georgia, Florida, pair work is done Je sure it's understood that your permission must be South Carolina, Tennessee obtained before ine mechanic does work beyond that which you originally requested. Regional Service Manage 4. Before you leave the car, make sure the work order reflects what you want Volkswagen United States, 'nu. done. Southeast Region 5.If additional work is done without your permission, you don't have to pay 1940 The Exchange for the unauthorized work, and you have the right to have your bill Atlanta, GA 30339 adjusted. (404) 955-3484 6 Ask to inspect and/or keep al! replaced parts 7. Keep copies of all work orders and receipts and get all warranties in writing.

38 44 Better Business Bureaus

Better Business Bureaus (BBBs) are non-profit organi- consumer satisfaction or dissatisfaction with individual com- zations sponsored by local businesses. BBBs offer a variety panies. Listed below are more than 170 local bureaus of consumer education programs and materials, handle con- Addresses for offices in Canada and Israel can be obtained sumer inquit'as, mediate and arbitrate complaints, providefrom the National Headquarters. general information on companies, and maintain records of

National 639 South New Hampshire 630 Oakwood Avenue PO Box 2085 Avenue, 3rd Floor Suite 223 Augusta, GA 30903 Headquarters Los Angeles, CA 90005 West Hartford, CT 06110 (404) 722-1574 (213) 383-0992 (203) 247 -8700 Council of Better B siness 8 13th Street Bureaus, Inc. 508 16th Street, Room1500 100 South Turnpike Road Columbus, GA 31901 1515 Wilson Boulevard Oakland, CA 94612 Wallingford, CT 06492 (404) 324-0712, 0713 Suite 300 (415) 839-5900 (203) 269-2700 (inquiries) Arlington, VA 22209 i,203) 269-4457 (complaints) (703) 276-0100 PC. Box 13956 400 S Street Savannah, GA 31416 Sacramento, CA 95814 Delaware (912) 354-7521 Local Bureaus (916) 443-6843 20 South Walnut Street Alabama P.O. Box 300 Hawaii 1214 South 20th Street Union Bank Building, Suite 301 Milford, DE 19963 1600 Kapiolani Boulevard Birmingham, AL 35205 525 B Street (302) 856-6969 (Sussex) Suite 714 (205) 933-2893 San Diego, CA 92101 (302) 422-6300 (Kent) Honolulu, HI 96813 (619) 234-0966 (808) 942-2355 P.O. Bo:: 383 2055 Limestone Road Huntsville, AL 35804 2740 Van Ness Avenue, #210 Suite 200 Idaho (205) 533-1640 San Francisco, CA 94109 Wilmington, DE 19808 409 West Jefferson (415) 775-3300 (302) 652-3833 Boise, ID 83702 707 Van Antwerp Building (208) 342-4649 Mobile, AL 36602 F.O. Box 8110 District of Columbia (205) 433-5494, 5495 San Jose, CA 95155 1012 14th Street, N.W. 14th Floor Illinois (408) 978 -8700 211 West Wicker Drive Union Bank Building Washington, DC 20005 (202) 393-8000 Chicago, II 30606 Commerce Sreet, Suite 8' ) 20 North San Mateo Drive (312) 444-1168 (inquiries) P.O. Box 294 Montgomery, AL 36104 (312) 346-3313 (complaints) (205) 262-5606 San Mateo, CA 94401 Florida (415) 347-1251 13770 58th Street North 109 Southwest Jefferson Street Alaska Suite 309 Clearwater, FL 34E20 Suite 305 3380 C Street, Suite 100 P.O. Box 746 (813) 535-5522 Peoria, IL 61602 Anchorage, AK 99503 Santa Barbara, CA 93102 (309) 673-5194 (805) 963-8657 (907) 562-0704 3089 Cleveland Avenue Indiana 1111 North Center Street Fort Myers, FL 33901 Arizona (813) 334-7331 118 South Second Street 4423 North 12th Street Stockton, CA 95202 (813) 597-1322 (Naples) Elkhart, IN 46516 Phoenix, AZ 85014 (209) 948-4880, 4881 (219) 293-5731 (602) 264-1721 16291 North West 57th Avenue 17662 Irvine Boulevard Miami, FL 33014 113 Southeast Fourth Street 50 West Drachman Street Suite 15 Evansville, IN 47708 Tustin, CA 92680 (305) 625-1302 (c. nplaints) Suite 103 (812) 422 -6879 (714) 544-694Z TUscon, AZ 85705 608 Gulf Drive West, Suite 3 (602) 622-7651 (inquiries) New Port Richey, FL 33552 1203 Webster Street (602) 622-7654 (complaints) Colorado (813) 842-5459 Fort Wayne, IN 46802 P.J. tiox 7970 (904) 683-6060 (Hernando) (219) 423-4433 Arkansas Cctorado Springs, CO 80933 (813) 782-4151 (E. Pasco) 1216 South University (303) 636-1155 4231 Cleveland Street Little Rock, AR 72204 132 East Colonia Drive Gary, IN 46408 1780 South Bellaire, Suite 700 (501) E 34-7274 Suite 213 (219) 980-1511 Denver, CO 80222 Orlando, FL 32801 (303) 758-8200 California (305) 843-8673 Victoria Centre 705 Eighteenth Street 2z East Washington Street 140 West Oak Street Bakersfield, CA 93301 210 Intendencia Street Suite 310 (805) 322-2074 Fort Collins, CO 80524 Pensacola, FL 32501 Indianapolis, IN 46204 (303) 484-1348 (904) 433-6111 (317) 637-0197 290 North 10th Street Suite 206 113 West 4th Street 3015 Exciange Court 204 Iroquois Building Colton, CA 92324 Pueblo, CO 81003 West Palm Beach, FL 33409 Marion, IN 46952 (714) 825-7280 (303) 542-6464 (305) 686-2200 (317) 668 8954

5070 North Sixth, Suite 176 Connecticut Georgia Ball State University BBB Fresno, CA 93710 Fairfield Woods Plaza 100 Edgewood Avenue Whitinger Building, Room 160 (209) 222-8111 2345 Black Rock Turnpike Suite 1012 Muncie, IN 47306 Fairfield, CT 06430 Atlanta, GA 30303 (317) 285-5668 (203) 374-6161 (404) 688-4910 (inquiries) (404) S88-2380 (complaints)

45 39 BETTER BUSINESS BUREAUS

50985 U.S. #33, North Maine P.O. Box 2090 New Mexico South Bend, IN 46637 812 Stevens Avenue Jackson, MS 39225 4600-A Montgomery, N E (219) 277-9121 Portland, ME 04103 (601) 948-8222 Suite 200 (207) 878-2715 Albuquerque, NM 67109 Iowa 601 22nd Avenue, Suite 313 (505) 884 0500 Alpine CF tribe Maryland Meridian, MS 39301 2435 Kimberly Road 401 North Howard Street (601) 482-8752 308 North Locke Suite 110 N Baltimore, MD 21201 Farmington, NM 87401 Bettendorf, IA 52722 (301) 347-3990 Missouri (505) 326-6501 (319) 355-6344 306 East 12th Street 11426 Rockville Pike Suite 1024 1210 Luisa Street, Suite 5 1500 2nd Avenue, S.E. Suite 301 Kansas City, MO 64106 Santa Fe, NM 87502 Suite 212 Rockville, MD 20852 (816) 421-7800 (505) 988-3648 Cedar Rapids, IA 52403 (301) 468-3405 (319) 366-5401 5100 Oakland, Suite 200 New York Massachusetts St. Louis, MO 63110 775 Main Street, Suite 401 615 Insurance Exchange 8 Winter Street, 6th Floor (314) 531-3300 (inquiries) Buffalo, NY 14203 Building Boston, MA 02108 (716) 856-7180 Des Moines, IA 50309 (617) 482-9151 (inquiiies) 205 Park Central East (515) 243-8137 (617) 482-9190 (complaints) Room 312 266 Main Street Springfield, MO 65806 Farmi,igdale, NY 11735 318 Badgerow Building 106 State Road, Suite 4 (417) 862-9231 (516) 420-0500 Sioux City, IA 51101 Dartmouth, MA 02147 (712) 252-4501 (617) 999-6060 Nebraska 257 Park Avenue, South 719 North 48th Street New Y. lc, NY 10010 Kansas 1 Kendall Street, Suite 307 Lincoln, NE 68504 (212) 533-6200 501 Jefferson, Suite 24 Framingham, MA 01701 (402) 467-5261 Topeka, KS 66607 (617) 872-5585 1122 Sibley Tower (913) 232-0455 417 Farnam Building Rochester, NY 14604 The Federal Building, Suite 1 1613 Farnam Street (716) 546-6776 300 Kaufman Building 78 North Street Omal-1, NE 68102 Wichita, KS 67202 Hyannis, MA 02601 (402) 346-3033 200 University Building (316) 263-3146 (617) 771-3022 Syracuse, NY 13202 Nevada (315) 479-6635 Kentucky 316 Essex Street 1829 East Charleston 62G North Broadway Lawrence, MA 01840 Boulevard, Suite 103 258 Genesee Street Lexington, KY 40508 (617) 687-7666 Las Vegas, NV 8E1104 Utica, NY 13502 (606/ 252-4492 (702) 382-7141 (315) 724-3129 293 Bridge Street, Suite 324 844 South Fourth Street SpringV'1d, MA 01103 372-A Casazza Drive 120 East Main Louisville, KY 40203 (413) 731-3114 Reno, NV 89502 Wappinger Falls, NY 12590 (502) 583-6546 (702) 322-0657 (914) 297-6550 32 Franklin Street Louisiana Worcester, MA 01608 New Hampshire One Brockway Place 1407 Murray Street, Suite 101 (617) 755-2508 One Pillsbury Street White Plains, NY 10601 Alexandria, LA 71S01 Concord, NH 03301 (914) 428-1230 (318) 473-4494 Michigan (603) 224 -1991 150 Michigan Avenue North Carolina 2055 Wooddale Boulevard Detroit, MI 48226 New Jersey 29 1/2 Page Avenue Baton Rouge, LA 70806 (313) 962-7566 690 Whitehead Road Ashville, NC 28801 (504) 926-3010 Lawrenceville, NJ 08648 (704) 253-2392 620 Trust Building (609) 396-1199 300 Bond Street Grand Rapids, MI 49503 Mercer County) 1130 East 3rd Street Houma, LA 70360 (616) 774-8236 (201) 536-6306 Suite 400 (504) 868-3456 (Monmouth County) Charlotte, NC 28204 Minnesota (201) 329-6855 (704) 332-7151 800 Jefferson Street 1745 University Avenue (Middlesex, Somerset and Lafayette, LA 70501 St. Paul, MN 55104 Hunderton counties) (318) 234-8341 3608 West Friendly Avenue (612) 646-7700 (inquiries) Greensboro, NC 27410 (612) 646-4631 (complaints) 34 Park Place 1413 Ryan Street, Suite C (919) 852-4240 Newark, NJ 07102 P.O. Box 1681 (919) 889-4297 (High Point) Mississippi (201) 643-3025 Lake Charles, LA 70602 2917 West Beach Boulevard (318) 433-1633 P.O. Box 425 Suite 103 2 Forest Avenue Newton, NC 28658 141 De Siard Street, Suite 114 Biloxi, MS 39531 Paramus, NJ 07652 (704) 464-0372 Monroe, LA 71201 (601) 374-2222 (201) 845-4044 (318) 387-4600 3120 Poplarwood Drive 105 Fif:h Avenue 1721 Route 37 East Suite G-1 301 Camp Street, Suite 403 Columbus, MS 39701 Toms River, NJ 08753 Raleigh, !Nit; 27604 New Orleans, LA 70130 (601) 327-8594 (201) 270-5577 (919) E.72-9241, (504) 581-6222 1201 West Pine Street #4 16 Maple Avenue, Box 303 2110 Cliwerdale Avenue 1401 North Ma-ket Street Hattiesburg, MS 39401 Westmont, NJ 08108 Suite 2 -B Shreveport, LA 71107 (601) 5C2-3116 (609) 854-8467 Winston-Salem, NC 27103 (318) 221-8352 4S (919) 725-8348 40 BETTER BUSINESS BUREAUS

Ohio 601 Connell Building 109 North Chapparal Utah P.O. Box 596 6th Floor Suite 101 385 24th Street, Suite 717 Akron, OH 44308 Scranton, PA 18503 Corpus Christi, TX 78401 Ogden, UT 84431 (216) 253-4590 (717) 342-9129 (512) 888-5555 (801) 399-4701

1434 Cleveland Avenue, North Puerto Rico 2001 Bryan Street, Suite 850 1588 South Main Street Canton, OH 44703 GPO Box 70212 Dallas, TX 75201 Salt Lake City, UT 84115 (216) 454-9401 San Juan, PR 00936 (214) 220-2000 (801) 487-4656 (809) 756-5400 898 Walnut Street 6024 Gateway East, Suite 1-C Virginia Cincinnati, OH 45202 Rhode Island El Paso, TX 79905 105 East Annandale Road (513) 421-3015 270 Weybosset Street (915) 778-7000 Suite 210 Providence, RI 02903 Falls Church, VA 22046 2217 East 9th Street (401) 272-9800 (inquiries) 709 Sinclair Building (703) 533-1900 Cleveland, OH 44115 (401) 272-9802 (complaints) 106 West 5th Street (216) 241-7678 Fort Worth, TX 76102 2019 Llewellyn Avenue South Carolina (817) 332-7585 P.O Box 11133 527 South High Street 1338 Main Street, Suite 500 Norfolk, VA 23517 Columbus, OH 43215 Columbia, SC 29201 2707 North Loop West (804) 627-5651 (614) 221-6336 (803) 254-2525 Suite 900 (804) 851-9101 Houston, TX 77008 (Peninsula area 40 West Fourth Street 311 Pettigru Street (713) 868-9500 Suite 280 Greenville, SC 29601 701 East Franklin Street Dayton, OH 45402 (803) 242-5052 1015 15th Street Suite 712 (513) 222-5825 Lubbock TX 97408 Richmond, VA 23219 Tennessee (806) 763-0459 (804) 648-0016 P.O. Box 1706 1010 Market Street, Suite 200 Mansfield, OH 44901 Chattanooga, TN 37402 Airport 20 Road 151 W. Campbell Avenue, S.W. (419) 522-1700 (615) 266-6144 P0. Box 6006 Roanoke, VA 24011 Midland, TX 79711 (703) 342-3455 42.; Jefferson Avenue P.O. 3608 (915) 563-1880 Suite 909 Knoxville, TN 37927 (915) 563-1881 (complaints) Washington Toledo, OH 43604 (615) 522-1300 127 West Canal Drive (419) 241-6276 115 South Randolph Kennewick, WA 99336 1835 Union, Suite 312 San Angelo, TX 76903 (509) 582-0222 311 Mah.ning Bank Building Memphis, TN 38104 (915) 653-2318 P.O. Box 1495 (901) 272-9641 2200 Sixth Avenue Youngstown, OH 44501 1800 Northeast Loop 410 Seattle, WA 98121 (216) 744-3111 506 Nashville City Suite 400 (206) 448-8888 Bank Building San Antonio, TX 78217 Oklahoma Nashville, TN 37201 (512) 828-9441 South 176 Stevens 17 Si.nith Dewey (615) 254-5872 Spokane, WA 99204 Ok Is home City, OK 73102 6801 Sanger, Suite 125 (509) 747-1159 (405, 239-6081 Texas Waco, TX 76710 (405) 1:39-6083 (complaints) Bank of Commerce Building (817) 772-7530 1101 Fawcett Avenue, #222 Suite 320 Tacoma, WA 98402 4833 South Sheridan Abilene, TX 79605 P0. Box 69 (206) 383-5561 Suite 412 (915) 691-1533 Weslaco, TX 78596 Tulsa, OK 74145 (512) 968-3678 P.O. Box 1584 (918) 664-1266 1008 West 10th Yakima, WA 98907 Amarillo, TX 79101 1106 Brook Avenue (509) 248-1326 Oregon (806) 374-3735 Wizhita Falls, TX 76301 520 South West 6th Avenue (817) 723-5526 Wisconsin Suite 600 1005 M Bank Plaza 740 North Plankinton Avenue Portland, OR 97204 Austin, TX 78701 Milwaukee, WI 53203 (503) 226-3981 (512) 476-6943 (414) 273-1600 Pennsylvania P.O. Box 2988 528 North New Street Beaumont, TX 77704 Bethlehem, PA 18018 (409) 835-5348 (215) 866-8780 202 Varisco Building 53 North Duke Street Bryan, TX 77803 Lancaster, PA 17602 (409) 823-8148, 8149 (717) 291-1151 (717) 232-2800 (Harrisburg) (717) 846-2700 (York County) Health Fraud 1.If claims sound togood to be true, they probably are. Be cautious of 511 North Broad Street claims offer.'g "miracle or secret cures, or "scientific breakthroughs" Philadelphia, PA 19123 2. Check with tour doctor, pharmacist, or other health professional before (215) 574-3600 buying nealth care products or programs. For instance, medical science has not yet found a cure for arthritis, so products that promise to cure you 610 Smithfield Street of the disease are extremely suspect. Pittsburgh, PA 15222 3. Be aware that fraudulent health-care products can rob you of more than your money. They can steal your health and even your life by causing you (412) )6-2700 .to delay appropriate health care. 47 41 Trade Associations and Third-Party DisputeResolution Programs

Many industry associations help resolve problems The entries that follow are trade associations and third- between their member companies and consumers. Depending party dispute resolution programs that handle consumer on the industry, responsibility for dispute resolution may rest complaints on behalf of their respective members. Before with a trade association, service ,;ouncil, or a consumer action contacting the industry-sponsored dispute resolution progrE,n, program. try to resolve the problem with the company.

Ms. Suzanne Corner Ms. Jane Marde,i, Director National Administrator Public Relations Consumer Affairs Automotive Consumer Action American Ambulance Ms. Lisa hill Williams, Director Program (AUTOCAP) Association Community Affairs 8400 Westpark Drive 1800 K Street N.W. American Gas Association McLean, VA 22102 Suite 1105 1515 Wilson Boulevard (703) 821-7000 Washington, DC 20066 Arlington, VA 22209 Third-party dispute r .solution program (202) 887-5144 (703) 841-8583 administered through the National Membership: Private providers of Membership: Distributors and transporters Automotive Dealers Association pre-hospital medical care and medical of natural, manufactured, and liquified gas. transportation. BBB AUTO LINE American Health Care Council of Better Business Bureai s Ms. Ann Lawrence, Director Association 1515 Wilson Boulevard Education and Conventions 1200 15th Street, N.W. Arlington, VA 22209 American Apparel Manufacturers Washington, DC 20005 (703) 276-0100 Association (202) 833-2050 Third-party dispute resolution program for 2500 Wilson Boulevard, Suite 301 Mernt ership: Federation of state AMC, Audi, General Motors and its Arlington, VA 22201 associations of Ionterm health divisions, Honda, Jeep, Nissan, Peugeot (703) 524-1864 care facilities. Porsche, Renault, SAAB, and Volkswage Membership: Manufacturers of wearing apparel. American Hotel and Motel BBB National Consumer Association Arbitration Program Public Relations Director 888 Seventh Avenue Council of Better Business Bureaus American ArbitiV.;on New York, NY 10106 1515 Wiison Boulevard Association (written inquiries only) Arlington, VA 22209 140 West 51st Street Membership: Federation of state and (703) 276-0100 New York, NY 10020 regional hotel associations Third-party dispute resolution. (212) 484-4006 Membership: Arbitrators Mr. Herb Finkston, Director Better Hearing Institute Professional Ethics P.O. Box 1840 American Automobile American Institute of Washington, DC 20013 Association Certified Public Accountants (703) 642-0580 8111 Gatehouse Road, Room 535 1211 Avenue of the Americas 181:140) EAR-WELL (toll free) Falls Church, VA 22047 ;:ew York, NY 10036 Membership' Professionals and others (703) 222-6446 (212) 575-6209 dedicated to helping persons with Membership: Membership: Professional society of imsired hearing Federation of automobile clubs accountants cenified by the states and territories. Consumer Affairs Mr. David Peterson Blue Cross and Blue Shield Director of Public Relations Mr. Ray Greenly, Director Association American Collectors Association Consumer Affairs 1709 New York Avenue, NW 4040 West 70th Street American Society Suite 303 P.O. Box 35106 of Travel Agents, Inc. Washington, DC 20006 Minneapolis, MN 55435 P.O. Box 23992 (202) 783-6222 (612) 926-6547 Washington, DC 20026 Membership' Local Blue Cross and Blue Membership: Collection services handing (703) 739-2782 Shield plans in the United States, Canada, overdue accounts for retail, professional, Membership: Travel agents. and Jamara. and commercial credit grantors. Mr. James A. Morrissey, Director M Richard N. Hopper Information Department Communications Division Director of Governmental Affairs American Council of Life American Textile Manufacturers Carpet and Rug Institute Insurance/Health Ir.surance Institute 1100 17th Street, N W. Association of America 1101 Connecticut Avenue, NW. Washington, DC 20036 1001 Pennsylvania Avenue, N.W. Suite 300 (written inquiries only) Washington, DC 20004 Washington, DC 20036 Membership: Manufacturers of carpets, (written inquiries only) (202) 862-0552 rugs, bath mats, and bedspreads; suppliers Membership: Life, accident, and health Membership: Textile mitts operating of raw materials and services to the insurance companies authorized to do machinery for the manufacturing and industry business in the United States processing of cotton, man-made, wool. and silk textile products.

48 42 TRADE ASSOCIATIONS AND THIRD-PARTY DISPUTE RESOLUTION PROGRAMS

Mr. Robert M. Fells, Absistant Secretary Funeral Service Consumer Mr. Jack C. Thompson, Director Cemetery Consumer Service Action Program (ThanaCAP) Subscription Inquiry Service Council 11121 West Oklahoma Avenue Magazine Publishers P.O. Box 3574 Milwaukee, WI 53227 Association Washington, DC 20007 (414) 541-2500 575 Lexington Avenue (703) 379-6426 Third-party dispute resolution program New York, NY 10022 Council members: The American Cemetery sponsored by the National Funeral (212) 752-0055 Association, Cremation Association of Directors Association. (written complaints only) North America, and the Pre-Arrangement Membership: Publishers of 1,000 consumer of Interment Association of America. Ms. Nancy High, Executive Director and other magazines issued not less than 4 Furniture Industry Consumer times a year. Chrysler Customer Arbitration Action Panel (FICAP) Board HP-7 Major Appliance Consumer P.O. Box 1718 High Point, NC 27261 Actior. Panel (MACAP) Detroit, MI 48288 (written inquiries only) 20 North Wacker Drive (313) 956-5970 Third-party dispute resolution program Chicago, IL 60606 affiliated with the American Furniture (312) 984-5858 Ms. Lorna Christie, Director Manufacturers Association. 1 (800) 621-0477 (toll free outside Illinois) Ethics and Consumer Affairs Third-party dispute resolution program of Direct Marketing Association Ms. Carole M. Rogin, Director the major appliance indust.y. 6 East 43rd Street Market Development New York, NY 10017 Hearing industries Association Mr. John E. Dianis (written complaints only) 1255 23rd Street, N.W. Executive Vice President Membership: Members who market goods Washington, DC 20037 Monument Builders and services directly to consumers using (202) 833-1411 of North America direct mail, catalogs, telemarketing, Membership. Companies engaged in the 1612 Central Street magazine and newspaper ads, and manufacture and or sale of electronic Evanston, IL 60201 broadcast advertising. hearing aids, their components, parts, and (312) 869-2031 related products and services on a nations Membership: Monument retailers, Mr. William Rogal basis. manufacturers, and wholesalers; bronze Code Administfatof. manufacturers and suppliers. Direct Selling Association Home Owners Warranty Program 1776 K Street, N.W., Suite 600 (HOW) Mr. Scott h. McCleary Washington, DC 20006 2000 L Street, N.W. Consumer Affairs Coordinator (202) 293-5760 Washington, DC 20036 Mortgage Bankers Association Membership: Manufacturers and 1 (800) 241-9260 (toll free) of America distributors selling consumer products (Eastern zone) 1125 15th Street, N.W. door-',-door and through home-party 1 (800) 433-7657 (toll free) 7th Floor plans. (Western zone) Washington, DC 20005 Third-party dispute resolution program for (202) 861-6583 Ms. Mary Ann Berne Id, Manager new homes built by HOW-member home Membership: Principal lending and investor Consumer Affairs builders. interests in the mortgage finance field, Edison Electric Institute including mortgage banking firms, 1111 19th Street, N.W Director, Consumer Affairs commercial banks, life insurance Washington, DC 20036 Insurance Information Institute companies, title companies, and savings (202) 778-6560 110 William Street and loan associations. Membership: Investor-owned electric utility New York, NY 10038 companies operating in the United States. (212) 669-9200 (call collect in New York) Multi-Door Dispute Resolution 1 (800) 221-4954 Program Ms. Sally Browne, Executive Director (toll free outside New York) District of Columbia Courthouse Consumer Affairs Membership: Property an Pability Room C-500 Electronic Industries insurance companies 500 Indiana Avenue, N.W. Association Washington, DC 20001 Consumer Electronics Group Consumer Affairs Department (202) 879-1549 2001 Eye Street, N.W. international Airline Passengers (DC reside.lts only) Washington, DC 20006 Association (2021 457-4977 P.O. Box 660074 National Advertising Division Membership: Manufacturers of electronic Dallas, TX 75266 (NAD) parts, tubes, and solid st to components; (214) 520-1070 Council of Bettor Business Bureaus radio, television and video systems; Membership: Persons who are frequent 845 Third Avenue audio equipment; ittrid communications users of airlines. New York, NY 10022 electronic products. (212) 754-1320 National Headquarters Program: Handles complaints about Consumer Appeds Board International Association fraudulent and deceptive advertising P.O. Bo 1805 for Financial Planning Dearborn, MI 48126 2 Concourse Parkway, Suite 800 (313) 337-6950 Manta, GA 30328 1 (800) 241-8450 1 (800) 241-2148 (toll free) (toll free outside Michigan) Membership: Individuals involved in financial planning.

43 49 TRAM' ASSOCIATIONS AND THIRD-PARTY DISPUTE RESOLUTION PROGRAMS

Mr. William Young, Director Mr. Lawrence Graham Department of Consumer Affairs Consumer Affairs/Public Liaison Consumer Affairs National Turkey Federation National Association National Food Processors 11319 Sunset Hills Road of Home Builders Association Reston, VA 22090 15th and M Streets, N.W. 1401 New fork Avenue, N.W. (written inquiries only) Washington, DC 20005 Washington, DC 20005 Membership: Turkey growers, turkey (202) 822-0409 (202) 639-5939 hatcheries, turkey breeders, processors, 1 (800) 368-5242 Membership: Comme.cial packers of food marketers, and allied industry firms and (toll free outside District of Columbia) products, such as fruit, vegetables, meats, poultry distributors. Membership: Single and multi-family home seafood, and canned, frozen, (.9hydrated, builders, commercial builders, and others pickled, and other preserved foo,' items Mr. Craig Halverson associated with the building industry. Assistant Executive Director of Industry Ms Deb Deutsch, Manager Services and Communications National Association of Compliance Photo Marketing Association Personnel Consultants National Futures Association 3000 Picture Place 1432 Duke Street 200 West Madison Street Jackson, MI 42901 Alexandria, VA 22314 Chicago, IL 60606 (written complaints only) (703) 684-0180 (312) 781-1410 Membership: Retailors of photo equipment, Membership. 1 (800; 621-3570 (toll free outside Illinois) film, and supplies; firms developing and Private employment agencies. Membership: Futures commission printing film. merchants; commodity ti acting advisors; Consumer Arbitration Center commodity pool operators; br liters and Ms Mildred Gallik National Association of associated individuals. Director of Consumer Affairs Securities Dealers, Inc. The Soap and Detergent Two World Trade Center South Tower Ms. Paula Smith Association 98th Floor Assistant to Executive Director 475 Park Avenue South New York City, NY 10048 National Heine Study Council New York, NY 10016 (212) 839-6251 1601 18th Street, N.W. (212) 725-1262 Third-party dispute resolution for Washington, DC 20009 Membership: Manufacturers of soap, complaints about over-the-counter stocks (written inquiries only) detergents, fatty acids, and glycerine, raw and corporate bonds. Membership: materials suppliers. Home study (correspondence) schools. Accrediting Commission Ms. Diane Cardinale National Association of Trade National Tire Dealers and Assistant Communications Director & Technical Schools Retreaders Association Toy Manufacturers of America 2251 Wisconsin Avenue, N.W. 1250 Eye 'Street, N.W. 200 Fifth Avenue, Room 740 Washington, DC 20007 Suite 400 New York, NY 10010 (202) 333-1021 Washington, DC 20005 (212) 675-1141 (written inquiries only) (202) 789-2300 Membership: American toy manufacturers. Membership: Private school; providing Membership: Independent tire dealers occupational training. and retreaders. Mr. Robert E. Whitley, President U.S. Tour Operators Association (USTOA) 211 East 51st Street Suite 12-B New York, NY 10022 Airline Passenger Tips (212) 944-5727 Membership: Wholesale tour operators, common carriers, suppliers, and purveyors 1. When making a reservation on an airline, always ask about fees or of travel services. penalties for changing or canceling a reservation or a paid ticket. There may be a variety of ticket prices with varying penalties and conditions. Choose the one that best fits your needs. 2. If a flight is canceled, ask the airline representative to seat you on the next available flight. Always check the ticket options available on the flightyou choose, as ;.ell as the options available on alternate flights. a Read the disclosure statement on the back of your ticket. It explains your rights and responsibilities as a passenger, in addition to the airline's liability for overbooking seats and for losing or damaging luggage. 4. When flights are overbooked, airline representatives are required to ask for volunteers to give up their reservations in exchange for a payment of the airline's choosing. If you volunteer, be sure to get any compensation arrangements in writing. 5.If you are "bumped" or involuntarily reassigned to a later flight, the airline must provide a written statement of your rights and entitled compensation. The complete rules for compensation are available at all airport ticket counters and boarding locations. 6. If your luggage is lost or damaged in flight, you are entitled to the fa market value of your belongingsup to $1,250 per passenger for checked and $400 for unchecked baggage. 7. Many airlines offer "excess value" insurance for luggage valued over and above the $1,250 limit. Read the contract terms carefully to determine exactly what is covered and under what circumstances you are eligible for compensation.

44 50 State, County, and City Government Consumer Protection Offices

State and local consumer protection offices resolve individual Most of these offices require complaints in writing. Call to consumer complaints, conduct information and educational find out the correct procedure for filing a complaint and what sales programs, and enforce consumer protection and fraud laws. Local documents are needed. Fo' easy reference, each listing highlights consumer offices can be particularly helpful for both pre-purchase the city as well as any tcll-free and TOO telephone numbers. information and complaint handling because they are often very farni:iar with local businesses and laws.

Alabama Mr. John Verkamp, County Attorney Mr. Charles Hastings, County Attorney Mr. Michael A. Bownes, Acting Director Coconino County Attorney's Office Yavapai County Attorney's Office Consumer Protection Division Coconino County Courthouse Yavapai County Courthouse Office of Attorney General Flagstaff, AZ 86001 Prescott, AZ 86301 11 South Union Street (602) 779-6518 (602) 445-7450 Montgomery, AL 36130 (205) 261-7334 Mr. Joe Albo, County Attorney Mr. David S. Ellsworth, County Attorney 1 (800) 392-5658 (toll free in Alabama) Gila County Attorney's Office Yuma County Attorney's Office 1400 East Ash Street 168 South Second Avenue Alaska Globe, AZ 85501 Yuma, AZ 85364 State Offices (602) 425-3231 (602) 782-4534 Mr. Robert E. Mintz, Acting Chief Mr. Jack Williams, County Attorney City Office Consumer Protection Section Graham County Attorney's Office Office of Attorney Genera! Mr. Ror.ald M. Detrick, Supervising Attorney Graham County Courthouse Consumer Affairs Division 1031 West Fourth Avonue, Suite 110 Safford, AZ 85546 Anchorage, AK 99501 Tucson City Attorney's Office (C 428-3620 (907) 279-0428 2500 North Tucson Boulevard, Suite 102 P.O. Box 27210 Mr. William A. Coffeen, County Attorney Tucson, AZ 85726 Mr. James C. Hayes, Investigator Greenlee County Attorney's Office (602) 791-4886 Office of Attorney General P.O. Box 727 100 Cushman Street, Suite 400 Clifton, AZ 85533 Fairbanks, AK 99701 Arkansas (602) 865-3842 Mr. Tom J. Hicks, Director (907) 456-8588 Consumer Protection Division Mr. Steven P. Suskin, County Attorney Office of Attorney General American Samoa La Paz County Attorney's Office 201 East Markham Street Mr. Donald A. Griesman, Director 1200 Arizona Avenue Little Rock, AR 72201 Consumer Protection Bureau P.O. Box 709 (501) 371-2341 (voicefTDD) P.O. Box 7 Parker, AZ 85344 Pago Pago, AO 96799 (602) 669-6118 1 (800) 492-8982 (toll free voice/TDU in Arkansas) (684) 633-1786 (on island) (684) 663-4163 Mr. Thrnas Collins, County Attorney Mancopa County Attorney's Office California Arizona 101 West Jefferson, Suite 400 State Offices Phoenix, AZ 85003 Mr. Michael A. Kelley, Director State Offices California Department of Consumer Affairs Mr. Patrick Murphy, Chief Counsel (602) 262-3411 1020 N Street Financial 7*;,sion Mr. Wiliam Ekstrom, County Attorney Sacram Ato, CA 95814 Cffice of Attorney General Mohave County Attorney's Office (916) 445-0660 (complaint assistance) 1275 West Washington Street 315 North 4th Street (916) 445-12b4 (consumer information) Phoenix, AZ 85007 Kingman, AZ 86401 (916) 322-1700 (TDD) (602) 255-3702 (fraud only) (602) 757-0719 1 (800) 352 -8431 (toll free in Arizona) Public Inquiry Unit Mr. Dale K. Pa000n, Jr., County Attorney Office of Attorney General Mr. John F. Kelly Navajo County Attorney's Office 1515 K Street, Suite 511 Assistant Attorney General Governmental Complex P.O. Box 944255 Financial Fraud Division Holbrook, AZ 86025 Sacramanto, CA 94244 Office L! Attorney General (602) 524-6161 (916) 322-3360 402 West Congress Street, Suite 315 1 (800) 952-5225 (toll free in Ca liforni:,) TUcson, AZ 85701 Mr. Stephen D. Neely, County Attorney 1 (800) 952-5548 (602) 628-5501 Pima County Attorney's Office (toll free TDD in California) 131 West Cungress County Offices Tucson, AZ 85701 Bureau of Automotive Repair Mr. Stephen Udall, County Attorney (602) 792-8411 California Department of Consumer Affairs Apache County Attorney's Office 10240 Systems Parkway Mr. Roy Mendoza, County Attorney P.O. Box 637 Sacramento, CA 95827 St. Johns, AZ 85936 Pinal County Attorney's Office (916) 366-5055 (602) 337-4364 P.O. Box 887 Florence, AZ 85232 1 (800) 952-5210 (toll free in Californiaauto repair only) Mr. Alan Polley, County Attorney (602) 868-5801 Cochise County Attorney's Office Cagornia Department of Consumer Affairs P.O. Drawer CA Mr. Jose L Macho& ,ounty Attorney Santa Cruz County Attorney's Office 107 South Broadway, Room 8020 Bisbee, AZ 856)3 Los Angeles, CA 90012 (602) 432-5703 Chenowith and Loma Streets Nogales, AZ 85621 (213) 620-4360 (602) 287-9158 (213) 620-2179 (TDD)

45 51 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECT ON OFFICES

County Offices Mr. Mark Pollock, Deputy District Attorney Mr. Robert Glogow, Deputy District Attorney Ms. Lorraine K. Pmvost, Coordinator Consumer Affairs Division Consumer/Business Law Section Alameda County Napa County District Attorney's Office Santa Barbara County Consumer Affairs Commission 1125 Third Street District Attorney's Office 10910 East 14th Street P.O. Box 720 118 East Figueroa Oakland, CA 94603 Napa, CA 94559 Santa Barbara, CA 93101 (415) 639-4812 (707) 253-4211 (805) 963-6158

Mr. Gary Yancey, District Attorney Mr Patrick Geary, Deputy District Attorney Mr Albert C. Bender, Deputy District Attorney Special Operations Division Major Fraud/Consumer Protection Unit Consumer Fraud Unit Contra Costa County Orange County District Attorney's Office Santa Clara County District Attorney's Office District Attorney's Office 700 Civic Center Drive West 70 West Hedding Streot, West Wing 725 Court Street, 4th Floor P.O. Box 808 San Jose, CA 95110 PO. Box 670 Santa Ana, CA 92702 (408) 299 -7435 Martinez, CA 94553 (714) 834-3600 (415) 372-4500, ext. 4620 Mr. Lawrence R. Sheahan, Director Mr. Randy Tagami, Deputy Distr,ct Attorney Santa Clara County Mr. Alan Yengoyan Economic Crime Division Department of Consumer Affairs Senior Deputy District Attorney Riverside County District Attorney's Office 2175 The Alameda Business Affairs 4080 Lemon Street San Jose, CA 9512C Fresno County District Attorney's Office Riverside, CA 92501 (408) 299 -4211 2220 Tulare Street, Suite 1000 (714) 787-6372 Fresno, CA 93721 Ms. Robin McFarland (209) 488-3156 Mr. Salvatore P Spinosa Ms. Gloria Lorenzo Supervising Deputy Distnct Attorney Coordinators, Division of Consumer Affairs Mr. Edward R. Jagels, District Attorney Consumer and Environmental Santa Cruz County District Attorney's, Office Consumer and Major Business Protection Division 701 Ocean Street, Room 200 Froud Section Sacramento County Santa Cruz, CA 95060 Kern County District Attorney's Office District Attorney's Office (408) 425-2054 1215 Truxton Avenue PO Box 749 Ba'orsfield, CA 93301 Sacramento, CA 95804 Mr. Thomas Ouirmai (805) 861-2421 (916) 440-6174 Deputy District Attorney ConsurncK Fraud Unit Ms. Shirley Goldinger, Director Mr Anthony Samson, Director Stanislaus County District Attorney's Office Los Angeles County Consumer Fraud Division P.0 Box 442 Department of Consumer Affairs San Diego County District Attorney's Office Modesto, CA 95353 500 West Temple Street, Room B-96 P.O. Box X-1011 (209) 571-5550 Los Angeles, CA 90012 San Diego, CA 92112 (213) 974-1452 (619) 236-2474 Mr. Mark Geiger, Deputy District Attorney Consumer Affairs Unit Ms. Betty Times, Director Mr. Robert H. Perez, Attorney Solano County District Attorney's Office Citizens Service Office Consumer Fraud/Economic Crime Unit 600 Union Avenue Marin County Mediation Services San Francisco County Fairfield, CA 94533 Mann County Civic Center, Room 423 District Attorney's Office (707) 429 -6451 San Rafael, CA 94903 732 Brennan Street (415) 499 -6190 San Francisco, CA 94103 Mr. Greg Brose, Deputy District Attorney (415) 552-6400 Consumer and Environmental Mr. Jerry Herman, District Attorney Protection Division Consumer Affairs Division Mr. Stephen Taylor, Deputy District Attorney Ventura County District Attorney's Office Mann County District Attorney's Office Consumer Fraud and 800 South Victoria Avenue Mann County Civic Center, Room 155 Regulatory Agencies Division Ventura, CA 93009 San Rafael, CA 94903 San Joaquin County (805) 654-3110 (415) 499-6482 District Attorney's Office 222 East Weber Mr. David D'Arco, Deputy District Attorney Mr. Girard R. Courteau P.O. Box 990 Consumer Fraud Division Deputy District Attorney Stockton, CA 95201 Yolo County District Attorney's Office Consumer Protection Division (209) 944-3811 P.O. Box 1247 Marin County District Attorney's Office Woodland, CA 95695 Hall of Justice, Room 183 Ms. Leigh Lawrence (916) 666-8180 San Rafael, CA 94903 Small Claims Adviser (415) 499-6450 Consumer Fraud Department City Offices County Government Center Ms, Sue Frauens Ms. Susan Massini, District Attorney 1050 Monterey Street, Room 450 Supervising Deputy City Attorney Mendocino County District Attorney's Office San Luis Obispo, CA 93408 Consumer Protection Division P.O. Box 1000 (805) 541-5056 Los Angeles City Attorney's Office Ukiah, CA 95482 200 North Main Street (707)463-4211 Mr. John E. Wilson, Deputy 1600 City Hail East Consumer Fraud and Los Angeles, CA 90012 Ms. Candice Ch;n, Coordirator Environmental Protection Unit (213) 485-4515 Monterey County San Mateo County District Attorney's Office Office of ..onsumer Affairs A01 Marshall Street P.O. Box 1369 Hall of Justice and Records Salinas, CA 93902 Redwood City, CA 94063 (408) 758-4626 (4151363-4656

46 2 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Mr. William R. Newsome III Mr. Stanley C. Peak, District Attorney County Offices Deputy City Attorney Weld County Mr. Phillip Archer, Assistant State Attorney San Diego City Attorney's Office District Attorney's Consumer Office Brevard County Consumer Fraud Division Consumer Fraud Unit P0. Box 1167 Office of State Attorney 525 B Street, Suite 2100 Greeley, CO 80632 County Courthouse San Diego, CA 92101 (303) 356-4734 Titusville, FL 32780 (619) 236-6007 (305) 269-8112 Connecticut Ms. Teresa Bransfield State Offices Mr Stanley A. Kaufman, Director Consumer Affairs Specialist Ms. Mary M. Hes lin, Commissrner Broward County, Consumer Affairs Division Consumer Division Department of Consumer Protection 115 South Andrews Avenue, Room 119 Santa Monica City Attorney's Office State Office Building Fort Lauderdale, FL 33301 1685 Main Street. Room 310 165 Capitol Avenue (305) 357-6030 Santa Monica, CA 90401 Hartford, CT 06106 (213) 458-8336 (203) 566-4999 Mr Arthur Hershbein, Director 1 (800) 842-2649 (toll free in Connecticut) Metropolitan Dade County Colorado Consumer Protection Division State Offices Mr. Robert M. Langer 140 West Flag ler Street, Suite 1605 Mr. Garth C. Lucero, Chief Assistant Attorney General Miami, FL 33130 Consumer Protection Unit Antitrust/Consumer Protection (305) 375-4222 Office of Attorney General Office of Attorney General 1525 Sherman Street, 3rd Floor 30 Trinity Street Mr. Leonard Elias, Consumer Advocate Denver, CO 80203 Hartford, CT 06106 Metropolitan Dade County (303) 866-5167 (203) 566-5374 140 Wes Flag ler Street, Suite 1606 Miami, FL 33130 Ms. Helen Davis City Office (305) 375-4206 Mr. Guy Tommasi, Director Consumer and Food Specialist Mr Fredric A Kerstein, Chief Department of Agriculture Middleio.m Office of Consumer Protection Dade County Economic Crime Unit 1525 Sherman Street, 4th Floor City Hall Office of State Attorney Denver, CO 80203 Middletown, CT 06457 1351 N.W. 12th Street, Room 908 (303) 866-3561 (203) 344-3491 Miami, FL 33125 (305) 547-7041 County Offices Delaware Mr. Victor Reichman, District Attorney State Offices Mr. Donald E Williams, Director Mr. Thatcher Walt Archuleta, La Plata and San Juan Counties Consumer Affairs Officer District Attorney's Office, P.O. Drawer 3455 Division of Consumer Affairs Department of Community Affairs Duval County Division of Consumer Affairs Durango, CO 81302 Department of Human Resources (303) 247-8850 820 North French Street, 4th Floor Wilmington, DE 19801 City Hall, Room 614 (302) 571-3250 220 East Bay Street Mr. Alex Hunter, District !Homey Jacksonville, FL 32202 Boulder County Distrirs Attorney's Office Mr. William Erhart, Deputy-in-Charge (904) 630-1280 P0. Box 471 Economic Crime/Consumer Rights Division Boulder, CO 80306 Office of Attorney General Mr. Sam Uccello, Director (303) 441-3700 820 North French Street Hillsborough County Wilmington, DE 19801 Department of Consumer Affairs Ms. Clair Villano, Executive Director (302) 571-3849 412 East Madison Street, Room 1001 Denver County District Attorney's Tampa, FL 33602 Consumer Fraud Office District of Columbia (813) 272-6750 303 West Colfax, Suite 1300 Mr. Donald G Murray, Director Mr. Larry F Blalock, Chief Denver, CO 80204 Department of Consumer and Orange County Consumer Fraud Unit (303) 575-3555 (inquiries) Regulatory Affairs 250 North Orange Avenue (303) 575-3557 (complaints) 614 H Street, N.W. PO Box 1673 Washington, DC 20001 Orlando, FL 32802 Mr. David Zook (202) 727-7000 Chief Deputy District Attorney (305) 420-4190 Economic Crime Division Florida El Paso and Teller Counties District Citizens Intake State Offices Palm Beach County Consumer Fraud Unit Attorney's Office Ms. Helen S. Webb, Assistant Director 326 South Tejon Office of State Attorney Department of Agricultre and P.O Drawer 2905 Colorado Springs, CO 80903 Consumer Services (303) 520-6002 West Palm Beach, FL 33402 Division of Consumer Lerviccs (305) 820-3560 508 Mayo Building Mr. Al Bloom, Investigator Tallahassee, FL 32399 Larimer County District Attorney's Office Ms Alice C Skaggs, Director (904) 488-2226 Palm Beach County Rocky Mountain Bank Building 1 (800) 342-2176 (toll free TDD in Florida) P.O. Box 1489 Department of Consumer Affairs 1 (800) 327-338n 301 North Olive Avenue, Suite 301 Fort Collins, CO 80522 (toll free information and education) (303) 221-7200 Wett Palm Beach, FL 33401 (305) 820-2670 Mr. Sheldon Zipkin, Chief Mr. Gus Sandstrom, District Attorney Consumer Litigation Section Mr. Alfred J Cortis. Administrator Pueblo County District Attorneys Office Consumer Protection Division Pasco County Consumer Affairs Division Courthouse Office of Attorney General 7530 Little Road Tenth and Main Streets 401 N.W. Second Avenue, Suite 450 New Port Richey, FL 33553 Pueblo, CO 81003 Miami, FL 33128 (813) 847-8110 (303) 544-0075 (305) 377-5619

47 53 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Mr. William H. Richards, Director Illinois Mr. Jerry Sisul, Assistant Attorney General Pinellas County Office of Consumer Affairs State Offices LaSalle Regional Office P.O. Box 5145 Ms. Drinda L O'Connor, Director Office of Attorney General Largo, FL 34294 Governor's Office of Citizens Assistance 143 Gooding (813) 586-5402 201 West Monroe Street LaSalle, IL 61301 Springfield, IL 62706 (815) 224-4861 Ms. Tina Hill, Coordinator (217) 782-0244 (815) 224-4864 (TDD) Seminole County Fraud Division 1 (800) 642-3112 (toll free in Illinois) Office of State Attorney Mr. Gary Duncan 100 East First Street Mr. William Sullivan, Chief Assistant Attorney General Sanford, FL 32771 Consumer Protection Division Mt. Vernon Regional Office (305) 322-7534 Office of Attorney General Office of Attorney General 100 West Randolph, 12th Floor 718 East Main City Offices Chicago, IL 60601 Mi. Vernon, IL 62864 Mr. Al Dezure, Chairman (312) 917-3580 (618) 242-8200 (voice/TDD) Lauderhill Consumer Protection Board (312) 793-2852 (TDD) 1176 N.W. 42nd Way Ms Diane Zimmerman Lauderhill, FL 33313 Ms. Elaine Hirsch, Director Assistant Attorney General (305) 583-1045 Department of Citizen Rights Peoria Regional Office 100 West Randolph, 12th Floor Office of Attorney General Mr. Irving Lopatey, Chairman Chicago, IL 60601 323 Main Street Tamarac Board of Consumer Affairs (312) 917-3289 Peoria, IL 61602 5811 N.W. 88th Avenue (312) 793-2852 (TDD) (309) 671-3191 Tamarac, FL 33321 (309) 671-3089 (TDD) (305) 722-5900, ext. 389 Regional Offices (Tuesday, Wednesday, and Thursday) Mr Howard L. Hood Mr. Charles Scholz (10 a.m.-12 noon) Assistant Attorney General and Chief Assistant Attorney General Consumer Protection Division Quincy Regional Office Georgia Office of Attorney General Office of Attorney General Mr. Barry Reid, Administrator 500 South Second Street 523 Main Street Governor's Office of Consumer Affairs Springfield, IL 62706 Quincy, IL 62301 2 Martin Luthe: King, Jr., Drive, S E. (217) 782-9011 (217) 223-2221 (voice/TDD) Plaza LevelEast Tower 1 (800) 252 -8666 (toll free in Illinois) Atlanta, GA 30334 Mr. Dan M. Slack (404) 656-7000 Ms. Kimberly L. Dahlen Assistant Attorney General 1 (800) 282-5808 (toll free in Georgia) Assistant Attorney General Rock Island Regional Office Carbondale Regional Office CI:ice of Attorney General Hawaii Office of Attorney General 310 20th Street State Offices 626A East Walnut Street Rock Island, IL 01201 Mr. Philip Doi, Director Carbondale, IL 62901 (309) 793-0950 Office of Consumer hotection (618) 457-3505 (309) 793 -0956 (TDD) Department of Commerce (618) 157-4421 (TDD) and Consumer Affairs Mr. L. Joseph Howard 250 South King Street, Room 520 Ms. Regina Haasis Assistant Attorney General P.O. Box 3767 Assistant Attorney General Rockford Regional Office Honolulu, HI 96812 Champaign Regional Office Office of Attorney General (808) 548-2560 34 East Main Street 119 North Church Street (administration and legalHawaii only) Champaign, IL 61820 Rockford, IL 61101 (808) 548-2540 (217) 333-7691 (voice/TDD) (815) 987-7580 (complaints P..nd investigationsHawaii only) (815) 987-7579 (TDD) Ms. Agather Felker, Assistant Attorney General Mr. Gene Murayama, Investigator East St. Louis Regional Office Ms. Elizabeth Foran Office of Consumer Protection Office of Attorney General Assistant Attorney General Department of Commerce 8712 State Street Waukegan Regional Office and Consumer Affairs East St. Louis, IL 62203 Office of Attorney General 75 Aupuni Street (618) 398-1006 32 North Utica Hilo, HI 96720 (618) 398-1009 (TDD) Waukegan, IL 60085 (808) 961-7433 (312) 336-2207 Mr Dennis Orsey, Assistant Attorney General (312) 336-2374 (TDD) Mr. Glenn Ikemoto, Investigator Gray ,'e City Regional Office Office of Consumer Protection Office of Attorney General Ms. Colleen McLaughlin Department of Commerce 1314 Niedringhaus Assistant Attorney General and Consumer Affairs Granite City, IL 62040 West Chicago Regional Office 3060 Eiwa Street (618) 877-0404 163 West Roosevelt Road i.lhue, HI 96766 West Chicago, IL 60185 (b08) 245-4365 Mr. Charles Smith (312) 293-0200 (voice/TDD) Assistant Attorney General Mr. Herbert Ohigashi, Investigator Kankakee Regional Office Mr. Michael Pasko Office of Consumer Protection Office of Attorney General Assistant Attorney General Depa;tment of Commerce 270 East Court Street West Frankfort Regic:ial Office ana Consumer Affairs Kankakee, IL 60901 Office of Attorney General 54 High Street, P.O. Box 1098 (815) 935-8500 222 East Main Street Wailuku, HI 96793 West Frankfort, IL 62896 (808) 244.4387 (618) 937-6453 tc4 48 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

County Offices City Offices Mr Robert L. Winlock, Administrator Ms Caroline Shoenberger, Supervisor Mr. Robert McCrady, Director Consumer Protectior Division Consumer Fraud Division Gary Office of Consumer Affairs Office of Attorney General Cook County Office of State Attorney Annex East 514 West Liberty Street, Suite 139 303 Daley Center 1100 Massachusetts Street Louisville, KY 40202 Chicago, IL 60602 Gary, IN 46407 (502) 588-3262 (312) 443-4C00 (219) 886-0145 Louisiana Mr. Jick Allen, State's Attorney Iowa State Offices Madison County Office of S'^te Attorney State Offices Ms Jean Ray, Chief 1C3 Purcell Street, 3rd Floor Mr. William P. Angnck It Consumer Protection Section Edwardsville, IL 62025 Iowa Citizens Aide/Ombudsman Office of Attorney General (618) 692-5280 515 East 12th Street State Capitol Building Des Moines, IA 50319 P.O. Box 94005 Mr Floyd Atkinson, Direct:r (515) 281-3592 Baton Rouge, LA 70804 Consumer Protection Division 1 (800) 358-5510 (toll free in Iowa) (504) 342-7013 Rock Island County Offica of State Attorney County Courthouse Mr. Richard Cleland Ms Linda Morrison, Assistant Commissioner Rock Island, I. q, 01 Assistant Attorney General Office of Agro-Consumer Services (309) 786-4451, ..... 229 Consumer Protection Division Department of Agriculture Office of Attorney General 325 Loyola Avenue, Room 317 City 01 1 1300 East Walnut Street, 2nd Floor New Orleans, LA 70112 Ms. Mary Bunion, Consumer Fraud Des Moines, IA 50319 (504) 568-5472 Wheeling Township (515) 281-5926 1616 North Arlington Heights Road County Offs e Arlington Heights, It 0004 Kansas Sgt. Albert h. Olsen, Chief (312) 259-7730 State Off':' Consumer Protection Division (Wednesdays only) Mr. Arttv v Weiss, Chief Jefferson Parish District Attorney's Office Con; _r- lr Protection Division 200 Huey P. Long Avenue Ms. Brenetta Howell Barrett, Commissw.ier Office of Atte--.ey General Gretna, LA 70053 Chicago Department of Consumer services Kansas Judic;a1Center, 2nd Floor (504) 364-3644 121 North LaSalle Street, Room 808 Topeka, KS 66612 Chicago, IL 60602 (913) 296-3751 Main^ (312) 744-400 1 (800) 432-211^ (toll free in Kansas) State Offices (312) 744-4000 (TDD) Mr. Harry W. Giddinge County Officer; Acting Superintendent Mr. Robert E Hinde, Administrator Mr. Steven Obermeier. Head Bureau of Consumer Credit Protection Des Plaines Consumer Fraud Division State House Station No. 35 Consumer Protection Commission Johnson County District Attorney's Office Augusta, ME 04333 1420 Miner Street Johnson County Courthouse, P.O. Box 728 (207'289 -3731 Des Plaines, IL 60016 Olathe, KS 66061 Mr. Stephen Wessler, Chief (312) 391-536') (913) 782-5000, ext. 5318 (voice/TDD) Consumer and Antitrust Division Indiana Mr. David Moses, Director ("Ace of Attorney General State Office Consumer Fraud an.: State House Station No 6 Augusta, ME 04333 Mr. David A. Miler Economic Crime Division Chief Counsel and Director Sedgwick County District Attorney's Office (207) 289-3716 (9 a.m.-1 p.m.) Consumer Protection Division Sedgwick County Courthouse Southern Maine Office of Attorney General Wichita, KS 67203 Mediation Consumer Service 219 State House (316) 268-7921 Office of Attorney General Ladianapolls, IN 46204 991 Forest Avenue (317) 232-6S3G Mr. James J. Welch Portland, MC 04104 1 (800) 382-5516 (toll freei Indiana) Assistant District Attorney Shawnee County District Attorneys Office (207) 797-8978 (1 p m.-4 p.m.) County Offices Shawnee County Courthouse, Room 212 Topeka, KS 66603 Maryland Ms. Gail Barus, Director State Offices Consumer Protection Division (913) 295-4330 Mr. Steven J. Cole, Chief Lake County Prosecutor's Office City Office Consumer Protection Division 2293 North Main Street Mr. Brian Vazquez Office of Attorney General Crown Point, IN 46307 Assistant City Attorney Seven Nor -lived Sheet (219) 738-9055 Topeka Consumer Protection Division Baltimor 21202 City Attorney's Office (301) 52,.. (9 a r.-1 p.m.) Mr. Stephen Goldsmith 215 East Seventh Street (301) 576-o, (TDD in Baltimore area) Marion County Prosecuting Attorney Topeka, KS 66603 (301) 565-0451 560 City-County Budding (913) 295-3883 (TDD in Washington metropolitan area) Indianapolis, IN 46204 (317) 236-3522 Kentucky Mr. Ronald E. Forbes, Directo; State Offices Licensing & Consumer Services Mr. Robert Pican Mr. Robert V. Bullock, Director Motor Vehicle Administration Vanderburgh (..ount, Prosecuting Attorney Consumer Protection Division 6601 Ritchie Highway, N.E. Room 220, Courts Building Office of Attorney General Glen Burnie, MD 21062 Civic Center Complex 209 Saint Clair Street (30' 768-7420 Evansville, IN 47708 Frankfort, KY 40601 (812) 426-5150 (502) 564-2200 1 (800) 432-9257 (toll free in Kentucky) 5 49 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Ms. Ema lu Myer Twilley Project Coordinator Minnesota Consumer Specialist Worcester County Consumer Rights Project State Offices Eastern Shore Branch Office 332 Main Street, Suite 320 Mr. Curt Loewe, Director Consumer Protection Division Worcester, MA 01608 Office of Consumer Services Office of Attorney Generai (617) 752-3410 (1 p.m.-4 p.m ) Office of Attorney General State Office Complex 117 University Avenue Route 50 and Cypress Street City Offices St. Paul, MN 55155 Salisbury, MD 21801 Ms. Diane J. Modica, Commissioner (612) 296-2331 (301) 543-6620 Boston Mayor's Office of Consume' Affairs One City Hall Plaza, Room 613 Mr Gary Simonson, Complaint Mediator Mr. Larry Munson, Director Boston, MA 02201 Consumer Services Division Western Maryland Branch Office (617) 725-3320 Office of Attorney General Consumer Protection Division 320 West Second Street Office of Attorney. General Ms Elizabeth Cannon, Director Duluth, MN 55802 138 East Antietam Street, Suite 210 Consumer Division (218) 723-4891 Hagerstown, MD 21740 Lowell Community Team Work, Inc. (301) 791-4780 167 Dutton Street County Office Lowell, MA 01852 Ms Eleanor Tearle, Legal Services Advisor County Office? (617) 452-0908 Citizen Protection Unit Mr. Manus O'Donnell, Administrator Hennepin County Attorney's Office Howard Cour.ty Office of Consumer Affairs Michigan C2000 County Government Center 3450 Courthouse Drive State Offices Minneapolis, MN 55487 Ellicott City, MD :1043 Mr. Frederick H. Hoffecker (612) 348-4528 (301) 992-2176 Assistant Attorney General (301) 992-2052 (TDD) Consumer Protection Division City Off ice Office of Attorney General Mr. John A Bergquist. Director Ms. Barbara B. Gregg, Executive Director 670 Law Building Consumer Affairs Division Montgomery County Lansing, MI 48913 Minneapolis Department of Office of Consumer Affairs (517) 373-1140 Licenses & Consumer Services 100 Maryland Avenue, 3rd Floor Ono C City Hall Rockville, MD 20850 Mr. Kent Wilcox, Executive Director Minneapolis, MN 55415 (301) 251-7373 Michigan Consumers Council (612) 348-2080 414 Hollister Building Ms. Donna Crocker, Executive Director 106 West Allegan Street Prince George's County Mississippi Lansing, MI 48933 State Offices Consumer Protection Commission (517) 373-0947 1142 County Administration Building Ms. Joan McLeod (517) 737-0701 (TDD) Upper Marlboro, MD 20772 Assistant Attorney General and Chief Consumer Protection Division (301) 952-4700 Mr. Marvin Goldstein, Director (301) 627-3352 (TDD) Office of Attorney General Bureau of Automotive Regulation PO. Box 220 Massachusetts Michigan Department of State Jackson, MS 39205 Lansing, MI 48918 State Offices (601) 354-6018 (517) 373-7858 Mr. Mark Coven, Chief (601) 359-3680 1 (800) 292-4204 (toll free in Mizhigan) Consumer Protection Division Department of Attorney General Mr. Joe B. Hardy, Director County Offices One Ashburton elace, 19th Floor Regulatory Services Mr. George Mullison, Prosecuting Attorney Boston, MA 02108 Department Agriculture and Commerce Bay County Consumer Protection Unit (617) 727-8400 High and Presidents Streets Bay County Building (information and referral oily) P.O Box 1609 Bay City, MI 48708 Jackson, MS 39215 (517) 893-3594 Ms. Paula W. Gold, Secretary (601) 359-3648 Executive Office of Ms. Margaret DeMuynck, Director Consumer Affairs and Business Regular on Missouri Consumer Fraud Department One Ashburton Place, Room 1411 State Offices Macomb County Boston, MA 02108 Mr Carl M. Koupal, Jr , Director Office of the Prosecuting Attorney (617) 727-7780 Department of Econon Development Macomb Court Budding, 6th Floor (information and referral only) P.O. Box 1157 Mt. Clemens, MI 48043 Jefferson City, MO 65102 (313)469-5350 Mr. Richard Dalton (314) 751-4962 Assistant Attorney General Ms Charleen Berels, Director Consumer Protection Division Mr. Richard Thurman, Chief Counsel Washtenaw County Consumer Services Department of Attorney Generai Trade Offense Division 4133 Washtenaw Road 436 Dwight Street Office of Attorney General P.O Box 8645 Springfield, MA 01103 P.O. Box 899 Ann Arbor, MI 48107 (413) 785-1951 Jefferson City, MO 65102 (313) 971-6054 (314) 751-2616 County Offices 1 (800) -92-8222 (toll free in Miss( , City Office Mr. Richard Steward, Office Supervisor Ms. Esther K. Shapiro, Direct Jr Consumer Protection Division City of Detroit Franklin County District Attorney's Office Department of Consumer Affairs 55 Federal Street 1600 Cadillac Tower Greenfield, MA 01301 Detroit, MI 48226 (413) 774-5102 (313) 224-3508

50 6 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Montana Mr. Alfred A. Slocum, Commissioner Donna Gionannetti, Division Chief Mr. Banton Markle, Attorney Department of the Public Advocate Mercer County Consumer Affairs Consumer Affairs Unit CN 850, Justice Complex 640 South Broad Street Department of Comm,Irce Trenton, NJ 08625 Trenton, NJ 08650 1424 Ninth Avenue (609) 292-7087 (609)939-6671 Helena, MT 59620 1 (800) 792-8600 (toll free in New Jersey) (406) 444-4312 Mr. Lawrence Cimmino, Director Ms. Andrea Filkowitz Middlesex County Consumer Affairs Nebraska Deputy Attorney General 841 Georges Road State Office Division of Law North Brunswick, NJ 08902 Mr. Mark D. Starr Office of Attorney General (201) 745-4242 Assistant Attorney General :100 Raymond Boulevard, Room 316 Consumer Protection Division Newark, NJ 07102 fv1$ Dorothy H. Avallone, Director Department of Justice (201) 648-4730 Monmouth County Consumer Affairs 2115 State Capitol Hall of Records Annex P.O. Box 94906 County Offices P.O. Box 1255 Lincoln, NE 68509 Mt William H. Ross III, Director Freehold, NJ 07::28 (402) 471-2682 Atlantic County Consumer Affairs (201) 431-7900 133 Atlantic Avenue, 3th Floor County Office Mantic City, NJ 08401 Ms. Janet Opiekun, Director Mr. Ronald L. Staskiewicz (609) 345-6700 Morns County Consumer Affairs Douglas County Attorney 32 Washington Street County Attorney's Office Ms. Mary E. Courtney, Director Morristown, NJ 07960 428 Hall of Justice Bergen County Consumer Affairs (201) 829-8123 Omaha, NE 68183 355 Main Street (201) 584-9189 (TOD) (402) 444-7040 Hackensack., NJ 07601 (201) 646-2650 Mr. Kenneth Leake, Director Nevada Ocean County Consumer Affairs State Offices Ms. Renee L. Borstad, Director CN 2191, County Administration Building pits. Shari B. Compton Bur"ngton County Office of Room 203-2 Commissioner of Consumer Affairs Consumer Affairs Toms River,NJ08754 Department of Commerce 49 Rancocas Road (201) 929-2105 State Mail Room Complex Mount Holly, NJ 08060 Las Vegas, NV 89158 (6J9) 265-5054 Ms. Mary Ann Maloney, Director (702) 486-4150 Passaic County Consumer Affairs Ms Patricia Tuck, Director County Administration Building Mr. Ray Trease, Consumer Services Officer Camden County Consumer Affairs 309 Pennsylvania Avenue Consumer Affairs Division City Hall, Room 205 Paterson, NJ 07503 Department of Commerce Ca.,,uen, NJ 08101 (201) 881-4549,4499 201 Nye Building, Capitol Complex (609) 757.8387 Carson City, NV 86710 Ms. Ruth A. Hotz (702) 885-4340 Mr. Mark EXederich, Director Somerset County Consumer Affairs Cape May County Consumer Affairs County Administration Building County Office DN-310, Central Mail Room P0. Box 3000 Mr. John Long, Investigator Cape May Court House Somerville, NJ 08876 Washoe County District Attorney's Office Cape May, NJ 08210 (201) 231-7000, ext. 7400 PC Box 11130 (609) 465-1076 Reno, NV 89520 Mr William J. Gehrke, Director (702) 328-3456 Mr. George S. Franks, Director Union County Consumer Affairs Cumberland County 300 North Avenue East New Hampshire Department of Weights P.O. Box 186 Ms. Amy Ignatius, Chief Measures and Consumer Protection Westfield, NJ 07091 Consumer Protection and Antitrust Division 788 East Commerce Street (201) 233-0502 Office of Attorney General Bridgeton, NJ 08302 State House Annex (609) 451-8C00, ext. 369,370 Ms. Barbara McHenry, Director Concord, NH 03301 Warren Consumer Affairs (603) 271-3641 Director Di mont Administration Building, Route 519 Essex County Consumer Services Belvidere, NJ 07823 New Jersey 900 Bloomfield Avenue (201) 475-8000 State Offices Verona, NJ 07044 Mr. James J. Barry, Jr., Director (201) 226-1571 Mr. Roger Quintina, Director Division of Consumer Affairs Weehawken Consumer Affairs 1100 Raymond Boulevard, Room 504 Mr. Edward McGoldrick, Director 400 Park Avenue Newark, NJ 07;02 Gloucester County Consumer Affairs Web.lawken, NJ 07087 (201) 648-4010 152 North Broad Street (2C1) 867-1715 Woodbury, NJ 08096 (609) 853-3349 City Offices Mr. Ed Leor,ard, Director Mr. Joseph Kealy, Jr., Counsel Belleville Consumer Affairs Hudson County Consumer Affairs Municipal Building County Administration Building Belleville, NJ 07109 595 Newark Avenue (201) 450-3399 Jersey City, NJ 07306 (201) 795- 462,6295

51 5 7 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Ms. Lorraine Sudia, Director Mr. John Car.lwell, Director Mr. Michael B. Dukatman, Director Brick Consumer Affairs Jersey City Consumer Affairs Secaucus Department of Consumer Affairs Municipal Building 5839 City Hall 1203 Paterson Plank Road 401 Chambers Bridge Road 280 Grove Street Secaucus, NJ 07094 Brick, NJ 08723 .1= City, NJ 07302 (201) 330-2019 (201) 477 -3000, ex,. 403 (201) 047-5839 CALA Officer Ms. Rosetta Franko, Director Ms. Ruth Dangren, Director Summit Consumer Affairs Cinnaminson Consumer Affairs Kearny Consumer Affairs 512 Sprngfield Avenue Municipal Building 26 North Midland Avenue Summit, NJ 07901 1621 Riverton Roe:. Kearny, NJ 07032 (201) 273-6474 Cinnaminson, NJ f',8077 (201) 991-9282 (609) 829J00 Ms. Helene Vaccaro, Direc Ms. Eileen Wolf, Director Teaneck Consumer Affairs Ms. Theresa Ward, Director Livingston Consumer Affairs 818 Teaneck Road Clark Consumer Aff Las Township Hall Teaneck, NJ 07666 430 Westfield Avenue 357 South Livingston Avenue (201) 837-4810 Clark, NJ 07066 Livingston, NJ 07039 (201) 388-3600 (201) 992-2244 Ms. Irma African°, Director Union City Consumer Affairs Mr. William J. Adelhelm, Director Ms. Genevieve Ross, Director 507 26th Street Clifton Consumer Affairs Middlesex Borough Consumer Affairs Union City, NJ 07087 900 Clifton Avenue Middlesex, NJ 08846 (201) 330-3816 Clifton, NJ 07011 (201) 356-8090 (201) 470-5813 Ms. Marian Cramer, Director Mr. Paul Yates, Director Union Township Consumer Affairs Ms. Adrienne Eisner, Director Montclair Neighborhood 1976 Morris Avenue East Brunswick Consumer Ai lairs Development Corporation Union, NJ 07083 Jean Walling Civic Center, P.0 Box 218 228 Bloomfield Avenue (201) 688-2800, ext. 13 East Brunswick, NJ 08816 Montclair, NJ 07042 (201) 390-6954 (201) 744-9094 Mr. Charles A. Stern, Director Ms. Molly Allen, Assistant Director Ms. Mildred Pastore, Director Wayne Township Consumer Affairs East Orange Community Mountainside Consumer Affairs 475 Valley Road Wayne, NJ 07470 Development Corporion 1455 Coles Avenue (201) 694-1800, ext. 290, 292 490 Main Street Mountainside, NJ 07092 East Orange, NJ 07017 (201) 232-6600 (201) 266-5315 Mr. Joseph /ton, Director Ms. Ina Friedman West New York Consumer Affairs Ms. Deborah Liss, Director New Milford Consumer Affairs 428 60th Street Edison Consumer Affairs Borough Hall West New York, NJ 07093 Municipal Building 930 River Road (201) 861-7000, ext. 230 100 Municipal Boulevard New Milford, NJ 07640 Edison, NJ 08817 (201) 262-6100 Ms. Mildred Recchia, Director (201) 278-0900, ext 234 West Orange Consumer Affairs Ms. Mary Callanan, Director 66 Main Street Ms. Carmine Liotta, Director Nutley Consumer Affairs West Orar ge, NJ 07052 Elizabeth Consumer Affairs Public Safety Building (201) 325-4121 60 Winfield Scott Plaza 228 Chestnut Street Elizabeth, NJ 07201 Nutley, NJ 07110 Ms. Theresa Mimm, Director (201) 820-4183 (201) 284-4936 Willingboro Consumer Affairs Municipal Complex Mr. Frank Shain, Director Mr. Jacob Perzley, Director Salem Road Fort Lee Consumer Protection Board Old Bridge Township Consumer Affgirs Willingboro, NJ 08046 309 Main Street 1 Old Bridge Plaza (609) 87;-2200, ext. 220 Fort Lee, NJ 07024 Old Bridge, NJ 08857 (201) 592-3579 (201) 721-5600, ext. 202 Ms. Evelyn Mackenzie, Director Woodbridge Township Consumer Affai Ms. Jeanne O'Brien, Director Ms. Jean Moriarty, Director Municipal Building Parsippany Consumer Affairs Freehold Township Consumer Affairs One Main Street Municipal Building Schanck Road and Stillwells Corner Road Woodbridge, NJ 07095 1001 Parsippany Boulevard Freehold Township, NJ 07728 (201) 634-4500, ext. 231 Parsippany, NJ 07054 (201) 431-7900 (201) 263-7152 New Mexico Mr. Randy Childress, Director Ms. Donna Tkacz, Director Ms. Me a Jiminez, Director Consumer and Economic Crime Division Glen Rock Consumer Affairs Perth Amboy Consumer Affairs Office of Attorney General PO Drawer 1508 366 Dunham Place 44 Market Street Santa Fe, NM 87504 Glen Rock, NJ 07452 Perth Amboy, NJ 08861 (505) 872-6910 (201) 670-3956 (201) 826-020, e t. 61 1 (800) 432-2070 (toll free in New Mexico) Ms. Audrey Borg, Director Ms. Priscilla Castles, Director Hoboken Consumer Affairs Plainfield Community Washington Street Relations and Social Services Hoboken, NJ 07030 510 Watchtung Avenue (201) 420-2038 Plainfield, NJ 07060 (201) 753-3519 52 58 STATE COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

New York Ms. Carolyn A. Cairns Ms. Jean Hall, Director State Offices Assistant Attorney General in Charge Putnam County Mr Richard M. Kessel Suffolk Regional Office Department of Consumer Affairs Chairperson and Executive Director Office of Attorney General Two County Center New York State Consumer Protection Board State Office Building Carmel, NY 10512 99 Washington Avenue Veterans Memorial Highway (914) 225-3641, ext. 275 Albany, N" 12210 Hauppauge, NY 11788 (518) 474-8583 (516) 360-6196 Mr. James Farkas, Director Rockland County Ms. Rachael Kretser Mr. Lawrence Zimmerman Office of Consumer Affairs Assistant Attorney General Assistant Attorney General in Charge County Cffice Building Bureau of Consumer Frauds and Protection Syracuse Regional Office 18 New Hempstead Road Office of Attorney General Office of Attorney General New City, NY 10956 State Capitol 333 East Washington Street (914) 638-5282 Albany, NY 12224 Syracuse, NY 13202 (518) 474 .5481 (315) 428-4282 Mr. Den.... S. Abbey, Director Steuben County Department of Mr. Richard Kessel Ms. Aniela J. Carl Weights, Measures and Consumer Affairs Chairperson and Executive Director Assistant Attorney General in Ch .ge 3 East Pulteney Squa.e New V lc State Consumer Protection Board Utica Regional Office Bath, NY 14810 250 Broadway, 17th Floor Office of Attorney General (607) 776-9631 New York, NY 10007 207 Genesee Street (212) l 37-4482 Utica, NY 13501 Mr. Harold J. Withers, Commissioner (315) 793-2225 Suffolk County Mr. Peter Bienstock Department of Consumer Affairs As.;istant Attorney General County Offices Suffolk County Center Bureau of Cons"ier Frauds and Protection Mr. Thomas M. Jablonowski Hauppauge, NY 11788 Office of Attorne,.3neral Coordinator of Consumer Affairs (516) 360-4618 120 Broadway Broome County New Ycrk, NY 1027' Bureau of Consumer Services Mr. Jon Van Vlack, Director (212) 341-2300 Governmental Plaza, P0. Box 1766 Ulster County Consumer Fraud Bureau Binghamton, NY 1.3902 285 Wall Street Regional Offices (607) 772-2168 Kingston, NY 12461 Mr. John R. Marshall, Jr. (914) 339-5680, ext. 240 Assistant Attorney General in Charge Mr. Roderick Quebral Binghamton Regional Office Assistant District Attorney Mr. Frank a Castaldi. Jr., Chief Office of Attorney General Consumer Fraud Bureau Frauds Bureau 59-61 Court Street Erie County District Attorney's Office Westchester County District Attorney's Office Binghamton, NY 13905 25 Delaware Avenue 111 Grove Street (607) 773-7877 Buffalo, NY 14202 White Plains, NY 10601 (716) 855-2424 (914) 285-3303 Mr. Peter B. Sullivan Assistant Attorney General in Charge Mr James E. Picken, Commissioner Mr. Kenneth W. Hale, Director Buffalo Regional Office Nassau County Office of Consumer Affairs W stchester County Office of Attorney General 160 Old Country Road Department of Consumer Affairs 65 Court Street Mineola, NY 11501 Room 104, Michaelian Office Budding Buffalo, NY 14202 (516) 535-2600 White Plains, NY 10601 (716) 847-7184 (914) 285-2155 Mr. Steven A. trace, Chief Mr. Alan J. Burczak Nassau County Commercial Frauds and City Offices Assistant Attorney General in Charge Environmental Investigation Bureau Mr. Edward M. Capalbo, Chairman Plattsburgh Regional Office 310 Old Country Road Babylon Consumer Protection Board Office of Attorney General Garden City, NY 11530 Town Hall Office Annex 70 Clinton Street (516) 53...64 281 Phelps Lane Plattsburgh, NY 12901 North Babylon, NY 11703 Mr. Erik Dressler, Director (518) 563-8012 (516) 422-7636 Onondaga County Office of Consumer Affairs Mr. Kent L. Mardon Town of Colonie Consumer Protection Board County Civic Center Assistant Attorney General in Charge Memorial Town Hall 421 Montgomery Street Poughkeepsie Regional Office Newtonville, NY 12128 Syracuse, NY 13202 Office of Attorney General (518) 783-2790 (315) 425-3479 235 Main Street Ms Catherine G. Reilly, Director Poughkeepsie, NY 12601 Mr. James Vanzetta, Director (914) 485-3920 Huntington Consumer Protection Board Orange County Department of 100 Main Street Weights, Measures and Consumer Affairs Mr. Eugene Welch 99 Main Street Huntington, NI 11743 Assistant Attorney General in Charge Goshen, NY 10924 (516) 351-3007 Rochester Regional Office (914) 294-5151, ext. 1762 Office of Attorney General Ms. Gloria Davids, Ombudsman 144 Exchange Boulevard Mr. Francis D. Phillips II, District Attorney Town of Islip Rochester, NY 14614 Orange County District Attorney's 401 Main Street (716) 546-7430 Office of Consumer Affairs Islip, NY 11751 County Government Center (516) 224-5374 Goshen, NY 10924 (914) 294-5471 5 9 53 STATE, COUNTY, .^141) CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Mr. Stephen Pedone, Commissioner Ms. Charlotte Cohen, Director County Offices Mt. Vernon Office of Consumer Affairs Syracuse Consumer Affairs Office Mr Gary M. Rosen, Chief City Prosecutor City Hall 422 City Hall Akron Divison of Consumer Protection Mt. Vernon, NY 10550 233 East Washington Street 206 Ocasek Government Building (914) 668 -6000, ext. 231 Syracuse. NY 13202 161 South High Street (315) 473-3240 Akron, OH 44308 Mr. Angelo J. Aponte, Commissioner (216) 375-2730 New York City Mr. Eugene Stevens, Director Department of Consumer Affairs White Plains Mr Robert Smith, Director 80 Lafayette Street Department of Weights and Measures Economic Crime Division New York, NY 10013 279 Hamilton Avenue Franklin County (212) 577-0111 White Plains, NY 10601 Office of Prosecuting Attorney (914) 682-4459 (8 a.m.-12 noon) 369 South High Street Bronx Neighborhood Office Columbus, OH 43215 New "'ork City Mr. Ralph A. Capozzi, Director (614) 462-3248 Department of Consumer Affairs Yonkers Office of Consumer 1932 Arthur Avenue Protection, Weights and Measures Mr. John Shoop, County Prosecutor Bronx, NY 10457 201 Palisade Avenue Consumer Protection Division (212) 579-6766 Yonkers, NY 10703 Lake County Office of Prosecuting Attorney (914) 964-3563,3564 Lake County CITA House Brooklyn Neighborhood Office Painesville, OE 44077 New York City North Carolina (216) 357-2685 Department of Consumer Affairs Mr. James C. Gulick Mr. Robert A Skinner 1360 Fulton Street Special Deputy Attorney General Assistant Prosecuting Attorney Brooklyn, NY 11206 Consumer Protection Section Montgomery County Fraud Section (718) 636-7092 Office of Attorney General County Courts Building Department of Justice Building 41 North Perry Director P.O. Box 629 Dayton, OH 45402 Harlem Neighborhood Office Raleigh, NC 27602 (513) 225-5757 New York City (919) 733-7741 Department of Consumer Affairs Mr. John Plough, Prosecuting Attorney 227 East 116th Street North Dakota Portage Cou-Ay New York, NY 10029 State Offices Office of Prosecuting Attorney (212) 348-0600 Mr Nicholas J. Spaeth 466 South Chestnut Street Office of Attorney General Ravenna, OH 44266 Ms. Lucy P,oronel, Director State Capitol Building (216) 296-4593 Queens Neighborhood Office Bismarck, ND 58505 New York City (701) 224-2210 Mr. Lynn C. Slaby, Prosecuting Attorney Department of Consumer Affairs Summit County 120-55 Queen:, Boulevard, Room 301A Mr. Thomas Engelhardt, Director Office of Prosecuting Attorney Kew Gardens, NY 11424 Consumer Fraud Division 53 East Center Street (718) 261-2922 Office of Attorney General Akron, OH 44308 State Capitol Building (216) 379-2800 Ms. Johanna Kepley, Director Bismarck, ND 58505 Staten Island Neighborhood Office (701) 224-3404 City Offices New York City 1 (800) 472-2600 (toll free in North Dakota) Mr. Steven Kurtz, Chief Department of consumer Affairs Cincinnati Office of Consumer Protection Staten Island Borough Hall, Room 422 County Office Division of Human Sr vices Staten Island, NY 10301 Mr. Eliot Glassheim, Executive Director City Hall, F m 126 (718) 390-5154 Quad County Community Action Agency Cincinnati, OH 45202 27 1/2 South Third Street (513) 352-3971 Mr. Ernest Adams, Director Grand Forks, ND 5C"' Ms. Yolanda M. Bell, Director Oswego Office of (701) 746-5431 Office of . isumer Affairs Consumer Affairs, Weights and Measures 218 Clewid Avenue, S.W. City Hall Ohio 6th Floor, Room 605B Oswego, NY 13126 State Offices Canton, OH 44702 (315) 342-5600, ext. 66 Mr. Ric Sheffield, Chief (216) 489-3268 Consumer Frauds and Crimes Section Ms. Carol Cronin, Chairwoman Office of Attorney General Ms. Debra Gnann, Director Ramapo Consumer Protection Board 30 East Broad Street Cleveland Office of Consumer Affairs Ramapo Town Hall State Office Tower, 15th Floor 601 Lakeside 237 Rout 59 Columbus, OH 43266 Cleveland, OH 44114 Suffern, NY 10901 (614) 466-8831,4986 (216) 664-3200 (914) 357-5100, ext 325 1 (800) 282-0515 (toll free in Ohio) (814) 466-1393 (TOD) Mr. William A. Craig Mr. Dante Massaroni, Administrative Officer Consumer Affairs Investigator Schenectady Bureau of Consumer 13: lection Mr. William A. Spratley, Consumers' Counsel Columbus Department of Human Services City Hall. Room 22 137 East State Street 50 West Gay Street Jay Street Columbus, OH 43215 Columbus, OH 43215 Schenectady, NY 12305 (614) 466-9605 (voicerTDD) (614) 222-7144 (518) 382-5061 1 (800) 282-9448 (toll free in Ohio) Mr. Anthony H. Julian, Director Youngstown Division of Consumer Affairs 26 South Phelps Street Youngstown, OH 44503 60 (216) 742-8884 54 STATE, COUNTY, AND CITY GCVERNMENT CONSUMER PROTECTION OFFICES

Oklahoma Ms. Caren L. Manani PuerIo Rico State Offices Deputy Attorney General Mr. Pedro Ortiz Alvarez, Secretary Ms. Jane Wheeler Bureau of Consumer Protection Department Consumer Affairs Assistant Attorney General for Office of Attorney General Minillas Station, PO. Eox 41059 Consumer Affairs Manor Building, 4th Floor Santurce, PR 00940 Office of Attorney Generl 564 Forbes Avenue (809) 722-7555 112 State Capitol Building Pittsburgh, PA 15219 Oklahoma City, OK 73105 (412) 565-5135 Mr. Hector Rivera Cruz, Secretary (405) 521-3921 Department of Justice, P.O. Box 192 Mr. J.P McGowan, Deputy Attorney General Old San Juan, PR 00902 Mr. Prescott H Cowley, Administrator Bureau of Consumer Protection (809) 721-2900 Department of Consumer Credit Office of Attorney General B82 Jim Thorpe Building State Office Building, Room C58 Rhode Island Oklahoma City, OK 73105 100 Lackawanna Avenue State Offices (405) 521-J653 Scranton, PA 18503 Ms. Lee Baker, Director (717) 963-4913 Consumer Protection Division Oregon Department of Attorney General Mr. Timothy Wood, Attorney in Charge County Offices 72 Pine Street Financial Fraud Section Mr. Sidney Elkin, Chairperson Providence, RI 02903 Department of Justice Beaver County Alliance for (401) 277-2104 Justice Building Consumer Protection Salem, "DR 97310 Allencrest Detention Center Mr Edwin P. Palumbo, Executive Director (503) 378-4320 Western Avenue Rhode Island Consumers' ,;ouncil Beaver, PA 15009 365 Broadway Pennsylvania (412) 728-7267 Providence, RI 02909 State Offices (401) 277-2764 Mr. Douglas Yauger, Director Mr. Robert Taylor, Director Bureau of Consumer Protection Chester County Bureau of Consumer South Carolina Office of Attorney General Protection, Weights and Measures State Offices Courthouse, 5th Floor, North Wing Strawberry Square, 14th Floor Mr Ken Moore, Assistant Attorney General High anc .3rket Street Haerisburg, PA 17120 Consumer Fraud and Antitrust Section West Chester, PA 1938C (717) 787-9707 Office of Attorney General (215) 431-6150 1 (800) 441-2555 (toll free in Pennylsvarva) P.O. Box 11549 Ms. Margaret P. O'Donnell, Director Columbia, En':. 29211 Mr. David Barasch, Consumer Advocate Cumberland County (803) 734-;.370 Office of Consumer Advocate-Utilities Bureau of Consumer Affairs Office of Attorney General Courthouse Mr. Steve Hamm, Administrator Strawberry Square, 14th Floor Carlisle, PA 17013 Department of Consumer Affairs Harrisburg, PA 17120 (717) 249-5802 P.O. Box 5757 ,17) 783-5048 (utilities only) Columbl 1, SC 29250 Ms Peggy Adams, Director/Chief Sealer (803) 734-9452 Mr. Michael Butler, Deputy Attorney General Bucks County Bureau of Consumer 1 (800) 922-1594 Bureau of Consumer Protection Protection, Weights and Measures (toll free in South Carolina) Office of Attorney General Courthouse Annex 27 North Seventh Street Broad and Union Street Mr W. Jefferson Bryson, Jr. Allentown, PA 18101 Doylestown, PA 18901 State Ombudsman (215) 821-6690 (215) 348-7442 Office of Executive Policy and Program 1205 Pendleton Street, Room 412 Mr. Daniel R. Goodemote Ms. Evelyn Yancoskie, Director Columbia, SC 29201 Deputy Attorney General Delaware County O'fice of (803) 734-0457,0467 Bureau of Consumer Protection Consumer Affairs, Weights and Measures Office of Attorney General Government Center Building South Dakota 919 State Street, Room 203 Second and Olive Streets Mr Jeff Hallem, Assistant Attorney General Erie, PA 16501 Media, PA 19063 Division of Consumer Affairs (814)871-4371 (215) 891-4865 Office of Attorney General Anderson Bulldir.2 Mr. Thomas Ballaron, Attorney in Charge Ms. Mary M. Saylor, Director Pierre, SD 57501 Burep of Consumer Protection Montgomery County (605) 773-4400 Office of Attorney General Consumer Affairs Department Strawberry Square, 14th Floor County Courthouse Tennessee Harrisburg, PA 17120 Norristown, PA 19404 State Offices (717) 787-7109 (215) 278-3565 Mr. Perry A. Craft, Deputy Attorney General Antitrust and Consumer Protection Division City Offices Mr. John E. Kelly, Deputy Attorney General Office of Attorney General Mr. Jeremiah W. Cousins, Jr., Division Chief Bureau of Consumer Protection 450 James Robertson Parkway Action Center-Consumer Services Office of Attorney General Nashville, TN 37219 121 City Hall 1009 State Office Building (615) 741-2672 Philadelphia, PA 19107 1400 West Spring Garden Street (215) 686-7595 Philadelphia, PA 19130 Ms. Elizabeth Owen, Director Division n` Consumer Affairs (215) 560-2414 Mr. James Fitzpatrick, Chief Department of Commerce and Insurance Economic Crime Unit Philadelphia District Attorney's Office 1808 West End Building, Suite 105 Nashville, TN 37219 1300 Chestnut Street Philadelphia, PA 19107 (615) 741 -4737 (215) 875-6065 1 (800) 342-8385 (toll free in Tennessee) 61 55 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Texas City Offices State Offices Mr. Daniel R. Martin, Director Mr. Fred Albrecht, Coordinator Mr. H. Clyde Farrell Dallas Consumer Protection Division Northern Virginia Branch Assistant Attorney General and Chief Health and Human Services Department Office of Consume, Off -ors Consumer Protection Division 320 East Jefferscn Boulevard Department of Agriculture rind Office of Attorney General Dallas, TX 75203 Consumer Services Capitol Station, P.O. Box 12548 (214) 948-4400 100 North Washington Street, Suite 412 Austin, TX 78711 Falls Church, VA 22046 (512) 463-2070 Mr. David Watson, Director (703) 532-1613 Fort Worth Office of Consumer Affairs Mr. Stephen Gardnei Weights and Measures County Offices Assistant Attorney General 1800 University Drive, Room 208 Ms. Diane Jemmott, Section Supervisor Consumer Protection Division Fort Worth, TX 76107 Arlington Couity Office of Attorney General (817) 870-7570 Office of Citizen and Consumer Affairs Renaissance Place, 7th Floor Utah 1400 North Courthouse Road, Hoorn 111 714 Jackson Street Arlingtor VA 22201 State Offices Dallas, TX 75202 (703) 558-2142 Ms. Dixie L. Minson, Director (214) 742-8944 Division of Consumer Protection Mr. Ron :Aallard, Director Department of Business Regulation Ms. Esther Chavez Fairfax County 160 East 300 South, F.O. Box 45802 Assistant Attorney General Department of Consumer Affairs Salt Lake City, UT 84145 Consumer Protection Division 3959 Pender Drive (801) 530-6601 Office of Attorney General Fairfax, VA 22033 4824 Alberta Street, Suite 160 Mr. James L. Barker (703) 691-3214 El Paso, TX 79905 Assistant Attorney General for (915) 533-3484 Consumer Affairs Mr. Hubert King, Administrator Office of Attorney General Prince William County Mr. Richard Tomlinson 130 State Capitol Office of Consumer Affairs Assistant Attorney General Salt Lake City, UT 84114 15960 Cardinal Drive Consumer Protection Division (801) 533-5319 Woodbridge, VA 2219 Office of Attorn3y General (703) 335-7370 1001 Te.:as Avenue, Suite 700 Vermont Houston, TX 77002 State Offices 04 Offices (713) 223-5886 Ms. Denise Johnson Ms. Rose Boyd, Director Assistant Attorney General and Chief Alexandria Office of Citizens Assistance Ms, Maria Luisa Mercado Public Protection Division City Hall Assistant Attorney General Office of Attorney General P.O. Box 178 Consumer Protection Divis:on 109 State Street A:exandria, VA 22313 Office of Attorney General Montpelier, VT 05602 (703) 838-4350 806 Broadway, Suite 312 (802) 828-3171 Lubbock, TX 79401 Mr. Martin D. Greenwell, Chief (806) 747-5238 Mr. Trafford Brink, Director Norfolk Division of Consumer Protection Weights and Measures Division 804 City Hall Building Mr. La Monte Freerks Department of Agriculture Norfolk, VA 23501 Assistant Attorney General 116 State Street (804) 441-2821 Consumer Protection Division Montpelier, VT 05602 Office of Attorney General (802) 828-2436 Ms, Delores Daniels 4309 North Tenth, Suite B Assistant to the City Manager :Allen, TX 78501 Virgin Islands Roanoke Consumer Protection Division (512) 682-4547 Mr. Kenneth E. Mapp, Director 364 Municipal Building Consumer Services Administration 215 Church Avenue, S.W. Mr. Aaron Valenzuela Golden Rock Roanoke, VA 24011 Assistant Attorney Gsneral Christiansted (703) 981-2583 Consumer Protection Divisor, St. Croix, VI 00820 Office of Attorney General (809) 774-3130 Mr. J.N. McClanan 200 Main Plaza, Suite 400 Consumer Protection Officer San Antonio, TX 78205 Virginia Virginia Beach (512) 225-4191 State Of ices Division of Consumer Protection Mr. Edward P. Nolde City Hall County Offices Assistant Attorney General Virginia Beach, VA 23456 Mr. Ted Steinke Division of Consumer Counsel (804) 427-8983 Assistant District Attorney and Chief Office of Attorney General Dallas County Consumor Supreme Court Building Washington Fraud Division, Office of District Attorney 101 North Eighth Street S.ate Offices 2720 Stemmons Towers South Richmond, VA 23219 Ms. Renee Olbricht, Investigator Dallas, TX 75207 (804) 786-2115 Consumer and Business (214) 630-6300 M'. Betty Blakemore, Director Fair Practices Division Office of Consumer Affairs Office of Attorney General Mr. Russel Turbeville Department of Agriculture and North 121 Capitol Way Assistant District Attorney and Chief Consumer Services Olympia, WA 98501 Harris County Consumer Fraud Division Room 101, Washington Building (206) 753-6210 Office of District Attorney 1100 Bank Street 201 Fannin, Suite 200 Richmond, VA 23219 Houston, TX 77002 (804) 788-2042 (713) 221-5836 1 (800) 552-9963 (toll free in Virginia) 56 62 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Mr. John R. Ellis Wisconsin County Offices Assistant Attorney General and Chief State Offices Mr. Michael R. You:,glove Consumer and Business Mr. Donald Soberg, Administrator Criminal Investigator Fair Practices Division Division of Trade and Consumer Protection Kenosha County District Attorney's Office Office of Attorney General Department of Agriculture 912 56th Street 1366 Dexter Horton Building Trade and Consumer Prot on Kenosha, WI 53140 Seattle, WA 98104 801 West Badger Road (414) 656-6480 (206) 464-7744 P.O. Box 8911 1 (800) 551-4636 (toll free in Washington) Madison, WI 53708 Mr. Rand L. Kruger, District Attorney (608) 266-9836 Marathon County District Attorney's Office Mr. Owen Clarke, Chief 1 (800) 362-3020 (toll free in Wisconsin) Consumer Fraud Unit Consumer and Business Marathon County Courthouse Fair Practices Division Mr. Kevin O'Connor Wausau, WI 54401 Office of Attorney General Assistant Attorney General (715) 847-5555 West 1116 Riverside Avenue Office of Consumer Protection Spokane, WA 99201 Del. 'rtment of Justice Ms. Cynthia Brown (509) 456-3123 P.O. Box 7856 Assistant District Attorney Madison, WI 53707 Milwaukee County District Attorney's Office Ms. Sally Sterling, Office Manager (608) 266-1852 Consumer Fraud Unit Consumer and Business 1 (800) 362-8189 (toll free in Wisconsin) 821 West State Street, Room 412 Fair Practice Division Milwaukee", WI 53233 Office of Attorney General Ms. Margaret Quaid, Regional Supervisor (414) 278 -5'92 949 Market Street, Suite 380 Division of Trade and Consumer Protection Tacoma, WA 98402 Department of Agriculture Mr. John Runde, District Attorney (206) 593-2904 Trade and Consumer Protection Portage County District Attorney's Office 927 Loring Street Consumer Fraud Unit County Offices Altoona, V/I 54720 Portage County Courthouse Ms. Knstie Anderson, Director (715) 839-3848 Stevens "?oint, WI 54481 Department of Weights and Measures (715) 346- 1300 3200 Cedar Street Mr. Eugene E. Lindauer, Regional Supervisor Everett, WA 98201 Division of Trade and Consumer Protection Mr. Eric M. Johnson (206) 259-8800 Department of Agriculture, Consumer Fraud Investigator Trade and Consumer Protection Racine County Sheriffs Department Mr. C. Patrick Sainsbury 200 North Jefferson Street, Suite 146A 717 Wisconsin Avenue Chief Deputy Prosecuting Attorney Green Bay, WI 54301 Racine, WI 53403 Fraud Division ,414) 436-4087 (414) 636-3125 516 3rd Avenue, Room E531 Seattle, WA 98104 Mr. Patricia Suschil, Regional Supervisor Wyoming (206) 583-4513 Divisi.fn of Trade and Consumer Protection Ms Laura Beard, Assistant Attorney General Department of Agriculture Office of Attorney General Mr. Andrew J Lofton, Di .nor Trade and Consumer Protection 123 State Capitol Building Seattle Department of 10320 West Silver Spring Dive Cheyenne, WY 82002 Licenses and Consumer Affairs Milwaukee, WI 53225 (307) 777-7841, 6283 102 Municipal Building (414) 438-4844 Seattle, WA 98104 (206) 684-8484 Ms. Pamela Magee-Heilprin Assistant Attorney General West Virginia Office of Consumer Protection State Offices Department of Justice Mr. Thomas L. Hindes, Director Milwaukee State Office Building Consumer Protection Division 819 North 6th Street, Room 520 Office of Attorney General Milwaukee, WI 53203 812 Quarrier Street, 6th Floor (414) 227-4948 Charleston, WV 25301 (304) 348 -8986 1 (800) 368-8808 (toll free in West Virginia)

Mr. James R Rardin, Director Weights and Measures Warranties/Guarantees Department of 1. lbor 570 McCorkla Avenue, S.W. 1. Do not wait until the product fails)r needs repair to find out what is St. Albans, WV 25177 covered in the warranty. Compare the terms and conditions of warrantle. (304) 727-5781 (or guarantees) on products or services before you buy. Look for the warranty that best satisfies your needs. 2 Get all warranties in writing. Make surc the warranty explains all terms and City Office conditions. Ms. Polly Diller, Director 3 Consider: Charleston How long is the warranty and when does it start and end? Department of Consumer Protection What is covered? Which parts? What kinds -f problems? P.O. Box 2749 Will the warranty pay 100 percent of repair costs? Pay for parts, but not Charleston, WV 25330 labor? Pay for shipping? Pay for a loaner? (304) 348-8172 What do you ht- la to do? And when? Are regular inspections or maintenance required? Do you have to ship the product out of state for repairs? Who offers the warranty? Manufacturer or retailer? How reliable are they? 4 Keep sales receipts and warranties in a safe place 57 Il R3 ,--- illMINIIMMIPI Home Improvements

1 Compare costs by getting more than one estimate, each based on the same building specifications, materials and time frame. 2. Before choosing a contractor, check with state, county, or local consumer protection agencies to see if any complaints have been filed against the contractor 3. Check with your state, county, or city housing authority to see if licensing and/or bonding are required of contractors in your areaIf so, make sure your contractor is properly licensed and bonded 4. Be sure the written contract includes the contractor's full name, address, phone number and professional license number (where required). The contract should also include a thorough description of the work to be done, the grade and quality of materials to be used, the agreed upon starting and completion dates, the total cost, payment schedule, warranty, how debris will be removed and any other agreement information. Never sign a partially blank contract. 5. Most contractors have liability and compensation insurance to protect the customer from a lawsuit in the event of an accident. Ask to see a copy of the insurance certificate. 6If the work requires a building permit, let the contractor apply for it in his name. That way, if the work does not pass inspection, you are not financial), responsible for any corrections that must be made. 7. When you sign a non-emergency home improvement contract in your home and in the presence of a contractor (or contractor's representative), you usually have three business days in which to cancel the contract. You must be told about your cancellation rights and be provided with cancellation forms. If you decide to cancel, it is recommended that notice of cancellation be sent by telegram or certified mi a return receipt requested. 8 For a large remndeling job that involves many subcontractors and a substantial fine...ial commitment, you should protect yourself from liens against your h ,me in the event the contractor does not pay subcontrac tors or suppliers, by adding a releaseoflien clause to the contract or pla,.ng your payments in an escrow account until the work is completed 9.If you cannot pay for a project without a loan, its a good idea to add a clause to your uontract stating it is valid only if financing is obtained 10. Thoroughly inspect the c. itractor's work before making final payment or signing a completion certificate.

58 4 State Agencies on Aging

The offices listed inthis section are responsible forinformation on services, programs, and opportunities for coordinating services for older Americans. They providethe aging.

Alabama Connecticut Idaho Maine Mr Oscar D. Tucker Ms. Mary Ellen Klinck Ms. Charlene W. Martindale Ms. Christine Gianupoulos Executive Director Commissioner Director Acting Director Commission on Aging Department on Aging Idaho Office on Aging Bureau of Maine's Elderly 502 Washington Avenue 175 Main Street Statehouse, Room 114 Statehouse, Station 11 Montgomery, AL 36130 Hartford, CT 06106 Boise, ID 83720 Augusta, ME 04333 (205) 261-5743 (203) 566-3238 (208) 334-3833 (207) 289-2561 Alaska Delaware Illinois Maryland Mr. Jon B. Wolfe Ms Eleanor L. Cam Ms. Janet S. Otwell Ms Rosalie S Abrams Executive Dire:tor Director Director Director Older Alaskans Commission Department of Health Department on Aging Office on Aging P.O. Box C, MS-0209 and Social Services 421 East Capitol Avenue 301 West Preston Street Juneau, AK 99811 Division of Aging Springfield, IL 62701 10th Floor (907) 465-3250 1901 North DuPont I-..ghway (217) '185-2870 Baltimore, MD 21201 New Castle, DE 19720 1 (800) 252-8966 (301) 225-1100 American Samoa (302) 421-6791 (toll free in Illinois) 1 (800) 338-0153 Mr. Sunuitao T. Tupai (toll free in Maryland) Director District of Columbia Iniana (301) 383-7555 (TDD) Territorial Administration Ms. E. Veronica Pace Ms. Joyce A. Srmdley on Aging Executive Director Director Massachusetts Government of D.C. Office on Aging Aging Division Mr. Paul J. Lanzikos American Samoa 1424 K Street, N.W. Department of Secretary Pago Pago, AQ 96799 2nd Floor Human Services Executive Office of (written inquiries only) Washington, DC 20005 PO Box 7083 Elder Affairs (202) 724-5623 Indianapolis, IN 46204 38 Chauncy Street, 2nd Floor Arizona (317) 232-7020 Boston, MA 02111 Mr. Michael Slattery Florida (617) 727-7750 Administrator Ms. Margaret L Duggar Iowa 1 (800) 882-2003 Aging and Adult Administration Director Ms. Betty Grandguist (toll free in Massachusetts) 1400 West Washington, 950A Aging and Adult Services Executive Director 1 (800) 872-0165 Phoenix, AZ 8b307 1321 Wmewood Boulevard Department of Elder Affairs (toll free TDD in Massachusetts) (602) 255-4446 Room 323 914 Grand Avenue, Suite 236 Tallahassee, FL 32301 Des Moines, IA 50319 Michigan Arkansas (904) 488-2650 (515) 281-5187 Ms. Olivia P Maynard Mr. Herb Sanderson Director Director Georgia Kansas Office of Serv:,;es to the Aging Office of Aging and Mr. Fred McGinnis Ms Esther A. vlolf P.O. Box 30026 Adult Services Director Secretary Lansing, MI 48909 Department of Office of Aging Department on Aging (517) 373-8230 Human Services 878 Peachtree Street, N.E. 610 West 10th Street P0. Box 1437 quite 632 Topeka, KS 66612 Minnesota Little Rock AR 72203 Atlanta, GA 30309 (913) 296-4986 Mr. Gerald Blodow (5011 371-2441 (404) 894-5331 Executive Secretary Kentucky Minnesota Board on Aging California Guam Ms. Prudence Moore 7th and Roberts Street Ms. Alice Gonzales Ms. Leticia Estaldon Director St. Paul, MN 55101 Director Director Division for Aging Services (612) 2C3-2544 Department of Aging Office of Aging Department for 1600 K Street Government of Guam Social Services Mississippi Sacramento, CA 95814 P.O. Box 2816 275 East Main Street Mr David K Brown (916) 322-5290 Agana, GU 96910 6th Floor West Executive Director (916) 323-8913 (TDD) (written inquiries only) Frankfort, KY 40621 Council on Aging (502) 564-6930 301 West Pearl Street Colorado Hawaii Jackson, MS 39201 Mr. William J. Hanna Ms. Jeanette Takamura Louisiana (601) 949-2013 Director Director Ms. Sandra Adams Aging and Adult Executive Office on Aging Director Missouri Services Division 335 Merchant Street Governor's Office of Mr. K. Gary Sherman Department of Social Services Room 241 Elder Affairs Director 717 Seventeenth Street Honolulu, 1-, 96813 P.O. Box 80374 Division of Aging 11th Floor (808) 548-2593 Baton Rouge, LA 70898 PO Gox 1337 Denver, CO 80218 (504) 925-1700 Jefferson C.Zy, MO 65102 (303) 294-5912 (314) 751-3082 1 (800) 392-0210 (toll free in Missouri)

59 STATE AGENCIES ON AGING

Montana North Carolina Puerto Rico Vermont Mr. Robert Bartholomew Ms. Elaine Stoops Ms. Maribet Torregrosa Mr Joel Cook Supervisor Assistant Secretary Executive Director Director Aging Services Bureau Division of Aging Genculture Commission Office on Aging Department of Family Services Department of GPO 11398 103 South Main Street P.O. Box 8005 Human Resources Santurce, PR 00910 Waterbury, VT 05676 Helena, MT 59604 1985 Umstead Drive (written inquiries only) (3a) 241-2400 (406) 444-8650 Raleigh, NC 27603 (919) 733-3983 Rhode Island Virgin Islands Nebraska Ms. Adelaide Luber Ms. Bernice Hall Ms. Betsy Palmer North Dakota Director Acting Commissioner Director Mr. Larry Brewster Department of Elderly Affairs Commission on Aging Nebraska Department on Aging Administrator 79 Washington Street 6F Habensights Mai. State House Station 95044 Aging Services Providence, RI 02903 Charlotte Amalie Lincoln, NE 68509 Department of Human Services (401) 277-2880 (voice/TDD) St. Thomas, VI 00807 (402) 471-2306 State Capitol Building (written inquiries only) Bismarck, ND 58505 South Carolina Nevada (701) 224-2310 Ms. Ruth O. Seigler Virginia Ms. My la C. Florence Executive Director Ms. Wilda M. Ferguson Administrator Ohio Commission on Aging Commissioner Division for Aging Services Ms. Joyce F Chapple 915 Main Street Department for the Aging Department of Director Columbia, SC 29201 101 N. 14th St., 18th floor Human Resources Ohio Department of Aging (8)3) 734-3203 Richmond, VA 23219 505 East King Street, Room 101 50 West Broad Street, 9th Floor (804) 225-2271 (voice/TDD) Carson City, NV 89710 Columbus, OH 43215 South Dakota (702) 885-4210 (voice/TDD) (614) 466-5500 Mr. Mike Vogel Washington 1 (800) 282-1206 Administrator Mi. Charles Reed New Hampshire (toll free in Ohio) Office of Adult Services Assistant Secretary Mr. Richard A. Chevrefils (614) 466-6191 (TDD) and Aging Aging and Adult Services Director 700 Governors Drive Administration Division of Elderly and Oklartoma Pierre, SD 57501 OB-44A Adult Services Mr. Pliy R. Keen (605) 773-3656 Olympia, WA 98504 6 Hazen Drive Programs Administrator (206) 753-2502 Concord, WI oncri Special lint on Aging Tennessee (206) 753-4927 (TDD) (603) 271- 2751 PO. Box 25352 Ms. Emily Wiseman 1 (800) Z51-1888 Oklahoma City, OK 73125 Director West Virginia (toll free in New Hampshire) (405) 521-2281 Commission on Aging Ms. Susan M. Harman (405) 521-2327 (TDD) 706 Church Street Executive Director New Jersey Suite 201 Commission on Aging Ms. Ann Zahora Oregon Nashville, TN 37219 State Capitol Director Mr. Richard Ladd (615) 741-2056 Charleston, WV 25305 Division on Aging Administrator (304) 348-3317 Department of Senior Services Division Texas Community Affairs Department of Mr. 0. P. (Bob) Babbitt Wisconsin 363 West State Street Human Resources Executive Director Ms. Donna McDowell CN 807 State of Oregon Texas Department on Aging Director Trenton, NJ 08625 313 Public Service Building P.O. Box 12786, Capitol Station Bureau on Aging (609)292-4833 Salem, OR 97310 Austin, TX 78711 P.O. Box 7851 (503) 378-4728 (voice/TDD) (512) 444-2727 (voice/TDD) Madison, WI 53707 New Mexico 1 (800) 232-3020 1 (800) 252-9240 (608) 266-2536 Ms. Stephanie FallCreek (toll free voice/TDD in Oregon) (toll free in Tr 'as) (608) 266-8083 (TDD) Director State Agency on Aging Pennsylvania Utah Wyoming 224 East Palace Avenue Ms. Linda M. Rhodes M 'lob Ward Mr E. Scott Sessions 4th Floor Secretary Or Director Santa Fe, NM 87501 Department of Aging wsion of Aging and Commission on Aging (505) 827-7540 (vnice/TDD) 231 State Street Adult Services Hathaway Building Harrisburg, PA 17101 P.O. Box 45500 Cheyenne, WY 82002 New York (717) 783-1550 Salt Lake City, UT 84145 (307) 777-7986 Mr. Eugene S. Callender (801) 538-3910 Director New York State Office for the Aging Agency Building 2, ESP Contracts Albany, NY 12223 1. Never sign anything you do not fully understand. (518) 474-5731 If you can't understand the contract, have your own expert review it. 2. Never sign a contract if a promoter or retailer will not let you have another person review it first. 3 Be sure that all verbal promises are included in the written contract. 4. Never sign a contract that has blank spaces. Draw lines through then first (c) 5. Be sure to keep a copy of any contract you sign.

60 6 State Banking Authorities

The officials listed below regulate and supervise statetutions as well as answer general questions about banking chartered banks. Many of them handle or refer problemsand consumer credit. and complaints concerning other types of financial insti-

Alabama District of Columbia Iowa Mississippi Mr. Zack Thompson Mr. Edward D. Irons Mr. William R Bernau Ms Jean S. Porter Superintendent of Banks Acting Superintendent of Superintendent of Banking Commissioner 166 Commerce Street Banking and Financial 200 East Grand, Suite 300 Department of Banking and 3rd Floor Institutions Des Moines, IA 50309 Consumer Finance Montgomery, AL 36130 1350 Pennsylvania Ave., N.W. (515) 281-4014 P.0 Box 731 (205) 261-3452 Room 401 Jackson, MS 39205 Washington, DC 20004 Kansas (601) 359-1021 Alaska (202) 727-6365 Mr. Eugene T. Barrett, Jr Mr. Willis F. Kirkpatrick State Bank Commissioner Missouri Director of Banking Florida 700 Jackson Street, Suite 300 Mr. Thomas B Fitzsimmons and Securities Mr. Gerald Lewis Topeka, KS 66603 Commissioner of Finance Pouch D State Comptroller (913) 296-2266 P.O. Box 716 Juneau, AK 99811 State Capitol Building Jefferson City, MO 65102 (907) 465-2521 Tallahassee, FL 32399 tintucky (314) 751-3397 (904) 488-0370 Mr. Thomas B. Miller Arizona Commissioner of Montana Ms. Mary C. Short Georgia Banking and Securities Mr Fred J. Flanders Superintendent of Banks Mr. Edward D Dunn 911 Leawood Drive Commissioner of 3225 North Central, Suite 815 Commissioner of Frankfort, KY 40601 Financial Institutions Phoenix, AZ 85012 Banking and Finance (502) 564-3391) 1424 Ninth Avenue (602) 255-4421 2990 Brandywine Road Helena, MT 5962C Suite 200 Louisiana (406) 444-2091 Arkansas Atlanta, GA 30341 Mr. Fred C. Dent, Jr. Mr. Marlin D. Jackson (404) 393-7330 Commissioner of Nebraska Bank Commissioner Financial Institi.tions Ms. Cynthia H Milligan Tower Budding Guam P.O. Box 94095 Director of Banking 323 Center Street, Suite 500 Mr. Dave J. Santos Baton RougE A 70804 ar,d Finance Little Rock, AR 72201 Banking Commissioner (504) 925-4660 301 Centennial Mall, South (501) 371-1117 P.O. Box 2796 Linloln, NE 68509 Agana, GU 96910 Maine (402) 471-2171 California (written inquiries only) Mr. H. Donald DeMatteis Mr. Howard Gould Superintendent of Banking Nevada Superintendent of Banks Hawaii State House Station #36 Mr. L. Scott Walshaw 235 Montgomery Street Ms. Donna Tanoue Augusta, ME 04333 Commissioner of Suite 750 Bank Examiner (207) 289-3231 Financial Institutions San Francisco, CA 94104 P.O. Box 541 406 East Second Street (415) 557-3535 Honolulu, HI 96809 Maryland Carson City, NV 89710 (808) 548-7505 Ms. Margie H. Muller (702) 885-4260 Colorado Bank Commissioner Mr. Richard B. Doby Idaho 34 Market Place New Hamp:";ire State Bank Commissioner Mr. Belle J Patty Baltimore, MD 21202 Mr. A. Roland Roberge Colorado Division of Banking Director (301) 333-6262 Bank Commissioner First West Plaza, Suite 700 Department of Finance 45 South Main. Street 303 West Colfax 700 West State Street Massachusetts Ce icord, NH 03301 Denver, CO 80204 2nd Floor Mr. Paul E. Bulman (603) 271-3561 (303) 866-3131 Boise, ID 83720 Commissioner of Banks (208) 334-3319 100 Cambridge Street New Jersey Connecticut Boston, MA 02202 Ms. Mary Little Parell Mr. Howard B. Brown, Jr Illinois (617) 727-3120 Commissioner of Banking Banking Commissioner Mr. William C. Harris 36 West State Street 44 Capitol Avenue Commissioner of Banks Michigan Trenton, NJ 08625 Hartford, CT 06106 and Trust Companies Mr. ELene W. Kuthy (609) 292-3420 (203) 566-4560 119 South Fifth Street Commissioner Room 400 Financial Institutions Bureau New Mexico Delaware Springfield, IL 62701 P.O. Box 30224 Mr. James W. Stretz Mr. John E Malarkey (217) 785-2837 Lansing, MI 48909 Director State Bank Commissioner (517) 373-3460 Financial Institutions Division P.O. Box 1401 Indiana Bataan Memorial Building Dover, DE 19903 Ms. Ruth D. Harrison Minnesota Room 137 (302) 736-4235 Director Mr. James G. Miller Santa Fe, NM 87503 Department of Deputy Commissioner (505) 827-7740 Financial Institutions of Commerce Indiana State Office Building 500 Metro Square Building New York Room 1024 5th Floor Ms. Jill M. Considine Indianapolis, IN OA204 St. Paul, MN 55101 Superintendent of Banks (317) 232-3955 (612) 296-2135 Two Rector Street New York, NY 10006 (212) 618-6642

R7 61 STATE BANKING AUTHORITIES

North Carolina Tennessee Virgin Islands Wk. ,onsin Mr. William T. Graham Mr. Dennis R. Phillips Mr Julio A. Brady Mr. Richard E. Galecki Commissioner of Banks Commissioner of Lieutenant Governor Commissioner of Banking P.O. Box 29512 Financial Institutions Chairman of the PO. Box 7876 Raleigh, NC 27626 John Sevier Building Banking Board Madison, WI 53707 (919) 733-3(16 4th Floor Kongens Gardens #18 (608) 266-1621 Nashville, TN 37219 PO Box 450 North Dakota (615) 741-2236 St. Thomas, VI 00801 Wyoming Mr. Gary D. Preszle (809) 774-2991 Mr Stanley R. Hunt Commissioner of Banking Texas State Examiner and Financial Institut.ons V7. Kenneth W. Littlefield Virginia Herschler Building, 4th Floor State Capitol, Room 1301 Banking Commissioner Mr. Sidney A Bailay Cheyenne, WY 82002 Bismarck, ND 58505 2601 North Lamar Commissioner of (307) 777-6600 (701) 224-2256 Austin, TX 78705 Financial Institutions (512) 479-1200 PO Box 2-AE Ohio Richmond, VA 23205 Ms. Linda K. Page Utah (804) 786-3657 Superintendent of Banks Mr. George Sutton Two Nationwide Plaza Commissioner of Washington Columbus, OH 43215 Financial Institutions Mr. Thomas H. Oldfield (614) 466-2932 PO. Box 89 Supervisor of Banking Salt Lake City, UT 84110 General Administration Oklahoma (801) 530-6502 Building, Room 219 Mr. Robert Y. Empie Oly Apia, WA 98504 Bank Commissioner Vermont (206) 753-6520 Malco Building Mr. Thomas P. Menson 4100 North Lincoln Boulevard Commissioner of West Virginia Oklahoma City, Oh 73105 Banking and Insurance Mr. David F Mudie (405) 521-2783 State Office Building Deputy Commissioner Montpoller, VT 05602 of Banking Oregon (802) 828-3301 State Office Building 3 Mr. Cecil R Monroe Suite 311 Deputy Administrator Charleston, WV 25305 Financial Institutir3Division (304) 348-2294 280 Court Street, pi E. Salem, OR 97310 (503) 378-4140 Pennsylvania Ms Sarah W Hargrove Secretary of Banking MD 333 Market Street, 16th Floor Harrisburg, PA 17101 Credit Cards (717) 787,5991 1 Keep a list of your credit card numbers, expiration dates, and the phone number of each card issuer in a secure place Puerto Rico 2Credit card issuers offer A wide variety of terms (annual percentage rate, Ms. Angel L. Roses methods of calculating the balance subject to the finance charge, Commissioner of Banking minimum monthly payments, and actual membership fees). When selec- P.O. Box S4515 ting a card, compare the terms offered by several card issuers to find the San Juan, PR 00905 card that best suits your needs (809) 721-5242 3. Watch your card after giving it to a clerk Take your card back promptly after the clerk is finished with it arid make sure it's yours 4. Tear up the carbons when you take ycJr credit card receipt Void or -'...- Rhode Island stroy any incorrect receipts. Ms. Susan D. Hayes 5. Never sign a blank receipt. Draw a line through any blank spaces above Assistant Director the total when you sign receipts. Banking and Securities 6 Open credit card bills promptly and compare them with your receipts to 100 North Main Street check for unauthorized charges and billing errors. Providence, RI 02903 7. Report promptly and in writing to the card issuer any quest.onable (401) 277-2405 charges. Written inquiries should not be included with your payment Check the billing statement for the correct address to send any written In- quiries. The inquiry must be in writing to guarantee your rights South Carolina 8. Never give out your credit card number over the telephone unless you Mr. Robert C Cleveland have snit oed the call. Commissioner of Banking 9. Never put ;our card number on a post card or on the outside of an 1026 Sumter Street, Room 217 envelope Columbia, SC 29201 10 Sign new cards as soon as they arrive. Cut up expired cards and dispose (803) 734-1050 of them promptly. Cut up and return unwanted cards to the issuer 11 Leave infrequently used cards in a secure place. 12.If any of your credit cards are missing or stolen, report the lossas soon South Dakota as possible to your card issuers. Some companies have 24-hour service Mr. Richard A Duncan and toll free numbers printed on their statements for this purpose For Director of Banking your own protection, follow up your phone calls with a letter to eact; and Finance issuer. The letter should contain your card number, tne date the card was State Capitol Building missing, and the date you called in the loss. Pierre, SD 57501 13If you report the loss before a credit card is used, the issuer cannot hold (605) 773-2236 you responsible for any subsequent unauthorized charges. If a thief uses your card before you report it missing, the most you will owe for unauthorized charges on each card is $50. 62 R8 State Insurance Regulators

Each state has its own laws and regulations governing all that can be helpful when comparing insurance companies types of insurance. The officials listed below are responsible prior to making a purchase. for enforcing these laws, as well as providing consumers with Before contacting the state regulator, keep in mind that information helpful in making wise insurance buying deci- company decisions, such as claim denials, should first be sions. Many local libraries alsu have a wealth of information appealed within the company.

Alabama Delaware Indiana Mic- gan Mr. John S. Greeno Mr. David N. Levinson Mr. Harry E Eakin Mr. Lerman W Coleman Insurance Commissioner Insurance Commissioner Commissioner of Insurance Commissioner of Insurance 135 South Union Street #181 841 Silver Lake Boulevard 311 West Washington Street Insurance Bureau Montgomery, AL 3613C Dover, .7: 19901 Suite 300 PO. Box 30220 (205) 269-3550 (302) 7... -4251 Indianapolis, IN 46204 Lansing, MI 48909 (317) 232-2386 (517) 3-9273 Alaska District of Columbia Mr. John L. George Ms. Margurde C Stokes Iowa MinnLoota Director of Insurance Superintendent of Insurance Mr. William D Hager Mr Michael A Hatch P.O. Box J 614 H Street, N.W. Insurance Commissioner Comm.3sioner of Commerce Juneau, AK 99811 North Potomac Building Lucas State Office Building 500 Metro Square Budding (907) 46C-2515 Suite 516 6th Floor ''h Floor Washingto. , DC 20001 Des Moines, IA 50319 .. Paul, MN 56,101 American Samoa (202) 727-7419 (515) 2' , -5705 (6121296-6907 Mr. Afa Roberts Insurance Commissioner Florida Kansas Mississippi Office of the Governor Mr. Eill Gunter Mr. Fletcher Bell Mr. George Dale Pago Pago, AQ 96797 Insurance Commissioner Commissioner of Insurance Commissioner of Insurance 011 (684) 633-4116 Plaza Level Eleven 420 S.W. 9th Street 1804 Walter Silk, Building Tallahassee, FL 3239C Topeka, KS 66612 PO. Box 79 Arizona (904) 488-3440 (913) 296-7801 Jackson, MS 39205 Mr. S. David Childers (601) 359-3569 Director of Insurance Georgia Kentucky 801 E. Jefferson, 2nd Floor Mr Warren D. Evans Mr. Gil McCarty Missour: Phoenix, AR P5034 Insurance Commissioner Insurance Commissioner Mr Lewis R. Cr.st (602) 255-5400 2 Marti'. L. King, Jr Drive 229 West Main Street Director of Insurance (602) 255-4367 Atlanta, GA 30334 PO. Box 517 301 West High Street (consumer affairs) (404) 656-2056 Frankfort, KY 40602 Room 630 (502) 564-3630 PO. Box 690 Arkansas Guam Jefferson City, MO 65102 Mr. Robert M. Eubanks III Mr Carr Bettis Louisiana (314) 751-2451 Insurance Commissioner ing Insurance Mr Sherman A Bernard 400 University Tower Building Commissioner Commissioner of Insurance Montana Little Rock, AR 72204 P.O. L.: 796 PO Box 44214 Ms Andy Bennett (501) 371-1325 Agana, GU 06910 Baton Rouge, LA 70804 Commissioner of Insurance 011 (671) 477-1040 (504) 342-5328 126 North Sanders California Room 270 Ms. Roxani Gillespie Hawaii Maine PO Box 4009 Commissioner oi Insurance Ms. Robin Campaniano Mr. Everard B. Stevens Helena, MT 59601 100 Van Ness Avenue losurance Commissinrer Acting Insurance (406) 444-2040 San Francisco, CA C4102 P.O. Box 3614 Commissioner (415) 557-3245 (San Francisco) Honolulu, HI 96811 State Office Building Nebraska (213) 736-2551 (Los Angeles) (808) 548-5450 State House, Station 34 Mr. William H. McCartney 1 (800) 233.9045 Augusta, ME 04333 Director of Insurance (toll free in California Idaho (207) 289-3101 301 Centennial Mall South complaints) Mr. Anthony Fagianc P.O Box 94699 Acting Director of Insurance Maryland Lincoln, NE 68509 Colorado 700 West State Street Mr. Edward J. Muhl (402) 471-2201 Mr John Keker Boise, ID 83720 Insurance Commissioner Commissioner of Insurance (208) 334-2250 501 St. Paul Place Nevada 303 West Colfax Avenue 7th Floor South Mr David A. Gates 5th Floor Illinois Baltimore, MD 21202 Commissioner of !nsurance Denver, CO 80204 Mr. John E. Washburn (301) 333-2520 Nye Building (303) 866-3201 Director of Insurance 201 South Fall Street 320 West Washington Street Massachusetts Carson City, NV 89701 Connecticut 4th Flour Mr Peter Kam (702) 885 -4270 Mr. Peter W. Galles Springfield, IL 62767 Comi, ssioner of Insurance, Insurance Commissioner (217) 782-4515 100 Cambridge Street New Hampshire 165 Capitol Avenue .iton MA 02202 Mr Louis E. Bergeron State Office Building ro17; -3333 Insurance Commissioner Room 425 169 Manchester Street Hartford, CT 06106 Cor.. ard, NH 03301 (203) 566-5275 (503) 271-2261

b., STATE INSURANCE REGULATORS

New Jersey Oklahoma South Dakota .1 Islands Mr. Kenneth D. Merin Mr. Gerald Grimes Ms Mary Jane Geary ir. Derek M. Hodge Commissioner Insurance Comassioner Director of Insurance Com, issioner of Insurance Department of Insurance P.O. Box 53408 Insurance Building Kongens Garde 18 CN325 201 East State Street Oklahoma City, OK 73152 910 East Sioux Ave St. Thomas, V: 00801 Trenton, NJ 08625 (405) 521-2828 Pierre, SD 57501 (809) 774-2991 (609) 292-5363 (605) 773-3563 Oregon Virginia New Mexico Mr. Theodore R Kulongoski Tennessee Mr Steven T. Foster Mr. Vicente B Jasso Insurance Commissioner Ms. Elaine A. McReynolds Commissioner of Insurance Superintendent of Insurance 21 Labor and Insurance Building Commissioner of Insurance 700 Jefferson Building PERA Building, Room 428 Sr 'em, OR ^7310 1808 West End Avenue PO Box 1157 P.O. Drawer 1269 (503) 378 -'.271 14th Floor Ricnmond, VA 23209 Santa Fe, N "187504 Nashville, TN 37219 (804) 786-3741 (505) 827-4500 Pennsylvania (615) 741-2241 Ms Constance B. Foster Washington Ne" York Insure'e Commissioner Texas Mr. Richard G. Marquardt Mr. ,nes P. Corcoran StrawLerry Square Mr. Ray Marek Insurance Commissioner Superintendent of Insurance 13th Floor Manager of Business Practices Insurance Building AQ21 160 West Broadway Harrisburg, PA 17120 and Enforcement Olympia, WA 98504 New York, NY 10013 (717) 787-5173 State Board of Insurance (206) 753-7301 (212) 602 -0429 1110 San Jacinto Boulevard Puerto Rico Austin, TX 78701 West Virginia North Carolina Mr. Ji. an Antonio Garcia (512) 463-6501 Mr. Fred E. Wright Mr. James '. tong Commissioner of Insurance 1 (800) 252-3439 Insurance Commissione, Commissioner of Insurance Fernandez Juncos Station (toll free in Texas) 2100 Was ngton Street, East Dobbs Building P.O. Box 8330 (claim complaints only) Charleston, WV 25305 P.O. Box 26387 Santurce, PR 00910 (304) 348-3394 Raleigh, NC 27611 (809) 722-8686 Utah (919) 733-7343 Mr. Harold C Yancey Wisconsin Rhode Island Commissioner of Insurance Mr. Robert D. Haase Nortt. Oakota Mr. Mark A. Pfeiffer PO. Box 45803 Commissioner of Insurance Mr. Earl R. Pomeroy Insurance Commissioner Salt Lake City, UT 84145 P.O. Box 7873 Commissioner of Insurance 100 North Main Street (801) 530-6400 Madison, WI 53707 Capitol Building, 5th Floor Providence, RI 02903 (608) 266-0102 Bisma:ck, ND 58505 (401) 277-2246 Vermont (701) 224-2440 Ms. Gretchen Babcock Wyoming South Carolina Commissioner of Insurance Mr Gordon W. Taylor Ohio Mr John G. Richards V State Office Building Commissioner of Insurance Mr. George Fabe Chief Insurance Commissioner Montpelier, VT 05602 Herschler Building Director of Insurance 1612 Marion Street (802) 828-3301 122 West 25th Street 2100 Stella Court P.O. Box 100105 Cheyenne, WY 82002 Columbus, OH 43266 Columbia, SC 29202 (307) 777-74G1 (614) 481-5735 (803) 737-6117

1.1MM,MININ Mail Order

1. Be suspicious of exaggerated prod.ict claims or very forrices, and read product descriptions very carefullysometimes pictures of products are m.sleading 2If you have any doubts about the company, check with the U.S Posta' Service, your state or local consumer protection agency or Better Bus 5 Bureau before ordering. 3. Look for the firm's return policy. If it is not stated, ask before you order. For example, does the compan! pay charges for shipping and return? 4. Complete the Order form as directed. If you leave out information (such as fill address a item details), your order may be delayed or canceled. 5 Keep a complete record of your order; including the company's name, ad. dress and telephone nu.nber, the price of the items ordered, any handling or other charges, the date you mailed (or telephoned) in the orde: and your method of payment. Keep copies of canceled criecks and/or statements. 6.If you order by mail, your order should be shipped within 30 days after the company receives your complete orcie unless another period is agreed upon when placing the order or stated in an advertisement. If your ordr . delayed, a notice of delay should La sent to you within the promised si - ping periou along with an option to cancel the order. 7. Whenever your order involves a large amount of money. always check the company and its reputation before buying.

64 70 State Utility Commissions

41111.1110/ State utility commissions regulate consJi. ar service anu Some states have offices which investigate consumer utility rates for gas, electricity, and a variety of intrastate services. complaints, represent consumers who file formal complaints These include moving household goods, telephone services, .vith state utiUty commissions, investigate utility service where and in some states, water Lid transportation. Interstate rates warranted, and represent the interests of consumers in rate for these utilities and services are regulated by the Federalproceedings of state utility commissions. To fin,.: out if your government. Many utility commissions handle complaints, and state has such in office, check the listing below will sor ,times conduct investigations if numerous complaints are received on a particular utility matter.

.4111111011111.

Aiabama Connecticut Idaho Maine Mr. James Sullivan Mr. John T Downey Mr. Perry Si visher Chairman President Chairperson President Maine Public Utilities Alabama Public Service Connec:icut Department of Idaho Public Utilities Commission Commission Public Utility Control Commission State House Station 18 P.O. Box 991 1 Central Park Plaza State Hods:: Augusta, ME 04333 Montgomery, AL 36130 New Britain, CT 06051 Boise, ID 83720 (207) 289-3831 (205) 261-5207 (203) 827-1553 (208) 334-3912 1 (800) 392-8052 1 (800) 382-4586 Maryland (toll free in Alaska) (toll free in Connectit. t) Illinois Mr. Frank 0. Heintz Ms. Mary B Bushnell Chairman Chairman Alaska Delaware Maryland Public Serv.ce Illinois Commerce Commission Ms. Carolyn Guess Ms. Nancy M. Norling Commission 527 East Capitol Avenue Acting Chairman Chairman 231 East Baltimore Street P.O. Box 19280 Alaska Public Utilities Delaware Pubic Service Springfield, IL 62794 Baltimore, MD 21202 Commission Commission (217) 782-7295 (301) 333-6030 420 L Street, Suite 10C 1560 South DuPont Highway (217) 782-7434 (TDD) 1 (800) 492-0474 Anchorage, AK 99501 Dover, DE 19901 (toll free in Maryland) (907) 276-6222 (302) 736-4247 Indiana 1 (800) 345-6934 1 (300) 282-8574 Mr. Leslie Duvall (toll free TDD in Maryland) Arizona (toll free in Delaware) Chairman Ms. Marcia G. Weeks Indiana Utility Regulatory Massachusetts Chairman District of Columbia Commission Mr Paul r. Levy Arizona Corporation Ms. Patricia M. Worthy 913 State Office Building C airman Commission Chairperson Indianapolis. IN 4620: Massachusetts Department 1200 West Washington Street District of Columbia Public (317) 232-2701 of Pub'ic Utilities Phoenix, AZ 85007 Service Commission 100 Cambridge Street (602) 255-4143 450 Fifth Street, N W. Iowa Boston, MA 02202 (602) 255-2105 (TDD) Washington, DC 20001 Mr. Andrew Varley (617) 727-3500 (202) 626 -5110 Chairman Arkansas Iowa State Utilities Beard Michigan Robert E. Johnston, Ph.D Florida State Capitol Mr. William E. Long Chairman Ms. Katie Nichols Des Moines, IA 50316, Chairperson Arkansas Public Service Chairman (515) 281-5979 Michigan Public Service Commission Florida Public Service Kansas Commission 1000 Center Street Commission 6545 Mercantile Way Mr. Keith R. Henley Lido Rock, AR 72202 101 East Gaines S:reet P.O t3ox 30221 Chairman. (501) 371-1453 Tallahassee, FL 32301 Kansas State Corporation Lansing, MI 48909 1 (800) 482-1164 (904) 488 -2445 Commission (517) 334-6445 (toll free in Arkansas) 1 (800) 342-3552 State Office Building 1 (800) 292-9555 (toll free in Florida) Topeka, VS 66612 (toll free in Michigan) California (913) 296-3324 1 (800) 443-8926 Mr. Stanley W. Hulett Georgia (toll free TDD in Michigan) President Mr. Robert C. Pafford Kentucky California Public Utilities Chairman Mr. Richard D Heman, Jr. Minnesota Commission Georgia Public Service Chaim. Ms. Barbara Beerhalter 505 Van Ness Avenue Commission Kentucky Public service Chair Room 5207 244 Washington Street, SW Commission Minnesota Public Utilities San Francisco, CA 94102 Atlanta, GA 30334 730 Schenk._ane Commission (415) 557-3703 (404) 656-4556 P.O. Box 615 780 4merican Center Building (415) 557-0798 (TDD) 1 (800) 282-5813 Frankfort, KY 40602 160 East Kellogg Boulevard (toll free in Georgia) (502) 564-7071 St. Paul, MN 55101 Colorado (612) 296-7124 Mr. Arnold H. Cook Hawaii Louisiana 1 (800) 652-9747 Chairman Mr. Hideto Kono Mr. John F. Schwegmann (toll free 'r: M:n,.esota) Colorado Public Utilities Chairman Chairman (612) 297-1200 (TDD) Commission Hawaii Public Utilities Louisiana Public Service 1580 Logan Street Commission Commission Logan TowerOffice Level 2 465 South King Street, 1st Floor One American Place Denver, CO 80203 Honolulu, HI 96813 Suite 1630 (303) 866-3197 (808) 548-':390 Baton Rouge, LA 70825 (504) 838-5250 1 (800) 228-9368 (toll free in Louisiana)

65 71 STATE UTILITY COMMISSIONS

Mississippi New Mexico Pennsylvania Vermont Mr. Nielsen Cochran Mr. Joseph E. Samora, Jr Mr. William Shane Ms V Louise V McCarren Chairman Chairman Chairman Chairma, Mississippi Public Service New Mexico Public Service Pennsylvania Public Utility Vermont I-Jblic Service Bawd Commission Commission Commission 12(, State Street P0. Box 1174 P.O. Box 2205 P0. Box 326', State Office Building Jackson, MS 39215 Santa Fe, NM 87504 HarrisbtAi, PA 17120 Montpc:;er, VT 05602 (601) 961-5400 (505) 827-6940 (717) 7n-1740 (802) 828-2319 1 (800) 622-4496 MiSSOW1 New York Puerto Rico (toll free in Vermont) Mr. William D Steinmeier Mr. Peter A. Bradford Mr. Armel M. Almodovar Chairman Chairman chairman Virgin Islands Missouri Public Service New York Public Service Puerto Rico Public Seivice Mr. Alphonse Adams Commission Commission Commission Chairman P.O. Box 360 3 Empire State Plaza Call Box CP Virgin Islands Public Services Jefferson City, MO 65102 Albany, NY 12223 Hato Rey, PR 00919 Commission (314) 751-3234 (510) 474-7080 (809) 751-5, Kr Charlotte Amalie 1 (800, 392 -4211 1 (800) 342-3377 (toll free in P.O. Box 40 (toll free in Missouri) New Yorkcomplaints) Rhode Island St. Thomas, VI 00801 1 (800) 342-3355 (toll free in Mr. Edward F. Burke (809) 776-1291 Montana New Yorkemergency service Chairman Mr. Clyde Jarvis cutoff 7:30 a.m.-7:30 p.m. Rhode Island Public Utilities Virginia Chairman Monday-Friday) Commission Ms. Elizabeth B. Lacy Montana Public Service 100 Orange Street Chairman Commission North Carolina Providence, RI 02903 Virginia State Corporation 2701 Prospect Avenue Mr. Robert 0. Wells (401) 277-3500 Comrr ;mon Helena, MT 59620 Chairman P.O. Box 1197 (406) 444-6150 North Carolina Utilities Commission South Carolina Richmond, VA 23209 Mr. Cecil Bowers Nebraska P.O. Box 29510 (804) 786-3608 Chairman Mr. Eric Rasmussen Raleigh, NC '27626 Chairman (919) 733-4249 South Carolina Public Service Washington Nebraska Public Service Commission Ms. Sharon Nelson Commission North Dakota P0. Drawer 11649 Chairman 301 Centennial Mall South Mr. Dale V. Sandstrom Columbia, SC 29211 Washington Utilities and P.O. Box 94927 President (803) 737-5100 Transportatior. Commission Lincoln, NE 68509 North Dakota Public Service 1300 Evergreen Park Dr South (402) 471-3101 Commission South Dakota Olympia, WA 98504 State Capitol Building Mr. Dennis Eisnach (206) 753-6423 Nevada Bismarck, ND 58505 Chairman 1 (800) 562-6150 Mr. Scott M. Craigie (701) 224-2400 South Dakota Public Utilities (toll free in Washington) Chairman 1 (800) 932-2400 500 East Cr.itol Av Nevada Public Eervice (toll free in North Dakota) Pierre, SD 57501 West Virginia Commission (605) 773-3201 Mr. Michael D Greer 505 East Kinn Street Ohio Chairman Carson City, NV 89710 Mr. Thomas V. Chema Tennessee West Virginia Public Service (702) 885-4180 Chairman Mr. Frank D. Cochran Commission Ohio Public Utilities Chairman P.O. Box 812 New Hampshire Commission Tennessee Public Service Charleston, WV 25323 Mr. Vincent J. lacoomo 180 East Broad Street Commission (304) 340-0374 Chairman Columbus, OH 43215 460 James Robertson Parkway 1 (800) 344-5113 New Hampshire Public UtiliVes (614) 466-3016 Nashville, TN 37219 (toll free in West Virginia) Commission (614) 466-8180 (TDD) (615) 741-2904 8 Old Suncook Road 1 (800) 342-8359 Wisconsin Building No.1 Oklahoma (toll free in Tennessee) Mr. Charles H. Thompson Concord, NH 03301 Mr. James B. Townsend Chairmar (603) 271-2431 Chairman Texas Wisconsin Publ ;ervice 1 (800) 852-3793 Oklahoma Corporation Mr Dennis Thomas Commission (toll free in New Hampshire) Commission Chairman 4802 Sheboygan Avenue Jim Thorpe Office Euilding Texas Public Utility P.O. Box 7854 New Jersey Oklahoma C'ty, OK 73105 Corm.. Alan Matilson, WI 53707 Ms. Barbara A. Curran (405) 521-2264 7800 Shoal Creek Boulevard (608) 266-2001 President Suite 400N New Jers Board of Oregon Austin, TX 76757 Wyoming Public Utilities Mr. Charles Davis (512) 458-0100 Mr. John R. Smyth Two Gateway Center Chairman Chairman Newark, NJ 07102 Oregon Public Utility Utah Wyoming Public Service (201) 648-2026 Commission Mr. Brian T. Stewart Commission 1 (b00' 624-0241 300 Labor and Industries Chairrm n 122 West 25th (toll free in New Jersey) Building Utah Public Service Cheyenne, WY 82002 Salem, OR 97310 Commission (307) 777-7427 (503) 378-6666 160 East 300 South 1 (800) 522-2104 Salt Lake City, UT 84111 (toll free in Oregon) ;801) 530-6716

66 72 State Vocational and Rehabilitation Agencies

State vocational and rehabilitation agencies are responsible placement. Orientation and mobility services for the sight for coordinating and providing employment and job referral impaired as well as speech and hearing therapy for the services for eligible handicapped individuals. Included among hearing impaired are also available. these services are counseling, evaluation, training, and job

A, oama Connecticut Georgia Ms. Lamona H. Lucas Thomas Connors, Ph.D Mr. Thomas R. Gaines Director Bureau Chief Director Rehabilitation and Crippled Children Client Services Division of Rehabilitation Services Service State Department of Education Department of Human Services P.O. Box 11586 Division of Rehabilitation Services 878 Peachtree Street, N E Montgomery, AL 36111 600 As*,n Avenue Room 706 12O5) 281 -8780 4artfo, CT 06105 Atlanta, GA 30309 (203) 566-7152 (4,14) 894-6670 Alaska Mr. Michael C. Morgan Mr William Patton, ACSW Guam Cirector Director Ms. Rosa Sales Division of Vocational Rehabilitation Board of Education and Services Director Box F, M.S. 0581 for the Blind Department ci Vocational Rehabilitation Juneau, AK 99811 170 Ridge Road Government of Guam (907) 465-2814 Wethersfield, CT 06109 P.O. Box 2113 (203) 566-5800 Agana, 3U 96910 American Samoa (011) (671) 646-9468 Mr. John J. Banks Delaware Director Mr. Tony Sokolowski Hawaii Vocational Rehabilitation Director Mr. Toshio Nishioka Department of Manpower Resources rvision of Vocational Rehabilitation Administrator American Samoa Government Delaware Elwyn Institutes Division of Vocational Rehabilitation and P.O. Box 3492 4th Floor Services for the Blind Pago Pago, AO 96799 321 East 11th Street Department of Social Services (011) (684,633-4803 Wilmington, DE 19801 P.O. Box 339 (302) 571-2851 Honolulu. Hi 96809 Arizona (808) 548-4769 Mr. James B. Griffith Mr. Robert Snyder Administrator Director Idaho Rehabilitation Services Administration Division for the Visually Impaired Mr. George Pelletier 1300 West Washington Street Department of Health and Social Services Administrator Phoenix, AZ 85007 305 West 8th Street Division of Vocational Rehabilitation (602) 255-3332 Wilmington, DE 19801 Len B. Jordan Building (302) 571-3570 Room 150 Arkansas 650 West State Mr. Russell Baxter District of Columbia Boise, ID 83720 Commissioner Ms. Katherine Williams (208) 334-3390 Rehabilitation Services Divi ,ion Acting Administrator Department o' Human Services D.C. Rehabilitation Services Mr. Howard H. Barton, Jr. P.O. Box 3781 Administration Administrator Little Rock, AR 72203 Department of Human Services Idaho Commission for the Blind (501) 371-2571 605 G Street N.W., Room 1111 341 West Washington Washington, DC 20001 Boise, ID 83702 Mr. James C. Hudson (202) 727-3227 (208) 334-2220 Commissioner (202) 727-0981 (TDD) Division of Services for the Elind Illinois Department of Human Services Florida Ms. Susan S. Suter F.J. Box 3237 Calvin Melton. Ph.D. Director Little Rock, AR 72203 Director Illinois Department of Rehabilitation (501) 371-2587 Division of Vocational Rehabilitation Services Department of Labor and 623 East Adams Street California Employment Security Springfield, IL 627r5 Cecilio Fontanoza, Ph.D. 1709 "A" Mahan Drive (217) 785-0218 Director Tallahassee, FL 32399 Department r.4 Rehabilitation (904) 488-6210 Indiana 830 K Street Mall Ms. Jean Merritt Sacramento, CA 95814 Mr. Donald H. Wedewer Commissioner (516) 445-3971 Director Idia^-1 Department of Huma" Services Division of Blir.d Services 2c1 North Illinois Street Celorado Department of Education F.O. Box 7083 Mark E. Litvin, Ph.D. 2540 Executive Center Circle Indianapolis, IN 462r7 Bureau Chief Douglas Building (317) 232-6500 Bureau of Rehabilitation and Work Tallahassee, FL 32399 Programs (904) 488-1330 Department of Social Services 1575 She Oman Street Denver, CO 802C3 (303) 294-2803 73 67 STATE VOCATIONAL AND REHABILITATION AGENCIES

Iowa Mariana Islands Minnesota Mr. Jerry L. Starkweather Mr Manny Villagomez Mr. William Niederloh Mministrator Chief Vocational Rehabilitation Division Assistant Commissioner Division of Vocational Rehabilitation Commonwealth of Northern Mariana Island Division of Services Saipan, Mariana Island 96950 Rehabilitation Services Department of Education (011) (670) 234-6538 Department of 510 East 12th Street Jobs and Training Des Moines, IA 50319 Maryland 390 North Robert Street (515) 281-4311 Mr. Richard A. Baterton 5th Floor Assistant Stata Superintendent St. Paul, MN 55101 Creig Slayton Division of Vocational Rehabilitation (612) 296-1822 A..anistrator State Department of Education (612) 296-5622 (TDD) Commission for the Blind 200 West Baltimore Sheet 524 4th Street Baltimore, MD 21201 Mr. Rick Hokanson Des Moines, IA 50309 (301) 333-2294 Director (515) 281-7999 Services for the Blind Massachusetts 1745 University Avenue West Kansas Mi. Charles Crawford St. Paul, MN 55104 Ms. Joan 6. Watson Commissioner (612) 642-0500 Commissioner Rehabilitation Services Commission for the Blind (612) 642-0506 (TDD) Department of Social and Rehabilitation 110 Tremont Street, 6th Floor Services Boston, MA 02108 Mississippi 2700 West 6th (61 ) 727-5550 J Elton Moore, Ph.D Biddle Building 1 (800) 392-6556 Director 2nd Floor (toll free in Massachusetts) Vocational Rehabilitation for the Blind Topeka, KS 66606 PO. Box 4872 (913) 296-3911 Mr. Elmer C. Bartels Jackson, MS 39216 Commissicner (601) 354-6411 Kentucky Rehabilitation Commission Mr. Don Fightmaster 11th Floor Statler Office Building Mr. Morris Selby Assistant Superintendent of Rehabilitation 20 Park Plaza Director Bureau of Rehabilitative Services Boston, MA 02116 Vocational Rehabilitation Division Department of Education (617) 727-2172 Department of Rehabilitation Services Capital Plaza Office Tower (617) 727-2170 (TDD) P.O. Box 1698 9th Floor Jackson, MS 39215 Frankfort, KY 40601 Michigan (601) 354-6825 1 (800) 372-7172 Ivan Cotman, Ed.D. (toll free in Kentucky) Associate Superintendent Missouri Bureau of Rehabilitation Mr. Don L. Gann, Ed. Mr. Charles W. McDowell and Disability Determination Assistant Commissioner Director Department of Education Division of Vocational Rehabilitation Department for the Blind P.O. Box 30010 State Department of Education Education and Humanities Cabinet Lansing, MI 48909 2401 East McCarty 427 Versailles Road (517) 373-3390 Jefferson City, MO 65101 Frankfort, KY 40601 (314) 751-3251 (voice/TDD) (502) 564-4754 Mr. Philip E. Peterson Director Mr. David S. Vogel Louisiana Commission for the Blind Deputy Director Ms. May Nelson Department of Labor Bureau for the Blind Director 309 North Washington Square Division of Family Services Division of Vocational Rehabilitation Lansing, MI 48909 619 East Capitol Department of Health and Human (517) 373-2062 Jefferson City, MO 65101 Resources (314) 751-4249 P.O. Box 94371 Mr. Peter Griswold Baton Rouge, LA 70804 State Director Montana (504) 342-7115 Michigan Rehabilitation Ms. Margaret A. Bullock Services Administrator Mr. Jerry Swearingen Department of Education Department of Social and Rehabilitation Director P.O. Box 30010 Services Division of Blind Services Lansing, MI 48909 Rehabilitative and Visual Office of Human Development (517) 373-3391 Services Division Department of Health and Human (517) 373-3980 (TDD) P0. Box 4210 Resources helena, MT 59604 1755 Florida Street Mr. Charles Jones (406) 444-2590 (voice/TDD) Baton Rouge, LA 70802 State Director (504) 342-5284 Disability Determination Nebraska Service Jason D. Andrew, Ph D. Maine Department of Education Associate Commissioner Mr. Robert B McKeagney P.O Box 30011 Division of Rehabilitation Services Director Lansing, MI 4809 State Department of Educatior Bureau of Rehabilitation Services (517) 373-7830 301 Scuth Centennial Mall Department of Human Services 6th Floor 32 Winthrop Street Lincoln, NE 68509 Augusta, ME 04330 (402)47' -2961 (207) 289-2266 (402) 471-3659 (TDD) 68 74 STATE VOCATIONAL AND REHABILITATION AGENCIES

James S. Nyman, Ph.D. Mr Jack L. Ryan, Jr Pennsylvania Director Director Mr. Joseph A Snyder Services for the Visually Impaired State Department of Social Services Executive Director Department of Public Institutions Commission for the Blind and Visually Office of Vocational Rehabilitation 4600 Valley Road Handicapped Labor and IndusttBuilding Lincoln, NE 68510 10 Eyck Office Building 7th and Forster Meets (402) 471-2891 40 North Pearl Street Harrisburg, PA 17120 Albany, NY 12243 (717) 787-5244 Nevada (518) 473-1801 (717) 787-4752 (TDD) Mr. Delbert E. Frost Administrator North Carolina Commissioner Rehabilitation Division Mr Claude A Myer Bureau of Blndness and Visual Services Department of Human Services Director Department of Public Welfare Kinkead Building, 5th Floor Division of Vocatiunal Rehabilitation P0. Box 2675 505 East King Street Services Harrisburg, PA 17105 Carson City, NV 89710 Department of ` uman Resources (717) 787-6176 (702) 885-4440 State Office (702) TTY-4722 (TDD) P.O. Box 26053 Puerto Rico Raleigh, NC 27611 Mr Angel L. Jimerez New Hampshire (919) 733-3364 Assistant secretary for Vocational Mr. Bruce A. Archambault (919) 733-5920 (TDD) Rehabilitation Chief Department of Social Services Division of Vocational Rehabilitation Mr. Herman 0 Gruber PO Box 1118, Building 10 State Department of Education Director Hato Rey, PR 00919 78 Regional Drive Division of Services for the Blind (809) 725-1792 Concord, NH 03301 Department of Human Resources (809) 763-5237 (TDD) (603) 271-3800 309 Ashe Avenue (603) 271-3471 (TDD) Raleigh, NC 27606 Rhode Island (919) 733-9822 Ms Sherry J Component New Jersey Administrator Ms. Norm Farrar Krajczar North Dakota Vocational Renabilitation Services Executive Director Mr. James 0 Fine Department of Human Services Commission for the Blind and Visually Division Director 40 Fountain Street Impaired Division of Vocational Rehabilitation Providence, RI 02903 1100 Raymond Boulevard Department of Human Services (401) 421-7005 Newark, NJ 07102 State Capitol Building (401) 421-7016 (TDD) (201) 648-2:24 Bismarck, ND 58505 (701) 224-2907 Mr John D. Bamford Mr George R Cllizmadia (701) 224-2699 DD) Administrator Director Rhode Island Serices ror the Blind and Division of Vocational Rehabilitation Ohio Visua.:y Impaired Services Mr. Robert L. Rabe Department of Social and Rehabilitation Labor and Industry Building Room 1005 Administrator Services John Fitch Plaza Rehabilitation Services Commission 46 Aborn Street Trenton, NJ 08625 4656 Heaton Road Providence, RI 02.303 (609) 292-5987 Columbus, OH 43229 (401) 277-2300 (609) 292-2919 (TDD) (614) 438-1210 (voice/TDD) (401) 277-3010 (TDD) New Mexico Oklahoma South Carolina Mr. Ross Sweat Mr. Jerry Dunlap Mr. William K. James Director Assistant Director Commissioner Division of Vocational Rehabilitation Oklahoma Department of Human Services Commission for the Blind Department of Education Division of Rehabilitation Services 1430 Confederate Avenue 604 West San Mateo P.O. Box 25352 Columbia, SC 29201 Santa Fe, NM 87503 Oklahoma City, OK 73125 (803) 734-7522 (505) 827-3500 (405) 424-4311, ex' 2840 (505) 827-3510 (TDD) (405) 424-2794 (TDD) Mr. Joseph S Dusenbury Commissioner New York Oregon Vocational Rehabilitation Department Mr. Richard M. Switzer Mr. Charles Young 1410 Boston Avenue Deputy Commissioner for Vocational Administrator PO Box 15 Rehabilitation Commission for the Blind West Co.umbia, SC 29171 New York State Education Department 535 S.E 12th Avenue (803) 734-4300 Office of Vocational Rehabilitation Portland, OR 97214 (803) 734-4313 (TDD) One Commerce Plaza (509 238-8380 Room 1907 South Dakota Albany, NY 12234 Mr. Joil Southwell Mr. John E. Madigan (518) 474-2714 Administrator Secretary (518) 474-1729 (TDD) Division of Vocational Rehabilitation Department of Vocational Rehabilitation 1 (800) r 2-JOBS Department of Human Resources 700 East Illii,ois Street (employment hotline) 2045 Cilverton Road Northeast Pierre, SD 5i'01 Salem, OR 97310 (609 773-319E (503) 378-3850 (voice/TDD) (605) 773-454'; (TDD)

75 69 STATE VOCATIONAL AND REHABILITATION AGENCIES

Tennessee Utah Virgin islands Ms. Patsy Mathews Judy Ann Buffmire, Ph D Ms. Sedonie Halbert Assistant Commissioner Rehabilitation Director Director Services Division of Rehabilitation Service: Division of Handicapped Services Department of Human Services ',tate Office of Education Department of Human Services Citizens Plaza Building 250 East Fifth South Barbel Plaza South 15th Floor Salt !Ake City, ' 'T 84111 St. Thomas, VI 00801 400 Deaderick Street (801) 533-5991 (voice/TDD) (809) 774-0930 Nashville, TN 37219 (615) 741-2019 Mr. J. Wayne Nobel Virginia (615) 741-5645 (TDD) Administm.or Mr. Altamont Dickerson, Jr Sen. ices for the Visuall- Handicapped Cormnssioner -r-SS State Office of Education Department of Rehabilitative Services ,,r. Vernon M. Arrell 309 East First South 4901 Fitzhugh Avenue Commissioner Salt Lakr. City, UT 84111 P.O. Box 11045 Texas Rehabilitation Commission (801 533-9393 Richmond, VA 23230 118 East Riverside Drive (804) 257-0316 Austin, TX 78704 Vermont (804) 257-0315 (TDD) (E '1445-8100 Mr. Richard C. Douglas Director Mr. John A. McCann Mr. Pat A Westbrook Vocational Rehabilitation iivision Commissioner Executive Director Osgood Building Department for the Visually Handicapped Texas Commission for the Blind Waterbury Complex 397 Azalea Avenue P.O Box 12866 Capitol Station 103 South Main St,aet Richmond, VA 23227 Austin, TX 78711 Waterbury, VT 05676 (804) 264-3140 (voiceiTDD) (512) 459-2500 (802) 241-2189 (voice/TDD) Washington Mr. David Mentasti Ms Sharon Stewart Johnson Director Director Division for the Blind and Visually [mowed Division of Vocational Rehabilitation Osgocd Building Department of Social and Health Services Waterbury Complex OB 21-C 103 South Main Street Olympia, WA 98504 Waterbury, VT 05676 (206) 753-0293 (81r) 241-2211 (206) 753-5473 (TDD)

Mr. Paul Dziedzic Director Department of Services for the Blind 521 East Legion Olympia, WA 98501 (206) 586-1224 (206) 721-4056 (TDD) West Virginia Mr. Earl W. Wolfe Director Division of Rehabilitation Services State Board of Rehabilitation State Capitol Chat leston, WV 25305 (304) 766-4600 (304) 766-4969 (TDD) Wisconsin Judy R. Norman-Nunnery, Ph D Administrltor Teleshopping Division of Vocational Rehabilitation Department of Health and Social Services If you are thinking of making purchases through a televisioa shopping pro- 1 West Wilson, 8th Floor gram, first check. Madison, WI 53702 1. Tne cost of the same item sold by other sources, including local stores. (608) 266-5466 catalogs. etc (608) 266-9599 (TDD) 2. How long it win take for you to receive the item after you've placed yovr order. Wyoming 3. The company's refund and cancellation policy. Mr. Robe" Nantkes 4. Who pays shipping charges for returned merchandise, the company's Acting Aoministrator policy for demaged or lost merchandise, and who pays for shipping insurance. Division of Vocational Renabilitation 5. Whether the company reserves the right to substitute comparable goods Department of Health and Social Services 6.If a warranty or guarantee is available. 326 Hathaway Building Cheyenne, WY 82002 Remember to keep a record of your order and the method and amount of (307) 777-7385 payment, including any taxes, shipping and handl, tg costs. (307) 777-7389 (TDD)

70 76 State Weights and Measures Offices

11= State weights and measures offices enforce1 nvs and scales, gasoline pumps, taxicab meters, and rental car regulations to ensure that commercial weight and measure odometers. transactions are uniform and accurate. These chfices check Contact the state weights and measures office if you believe the weights of packaged products and the accuracy of you have purchased a short-weight package or think a weighing and measuring devices, such as supermarket .111111,1111.weighing meter or measuring device is inaccurate.

Alabama Connecticut Idaho Louisiana Mr. Donald E Stagg Mr Allan M. Nelson Mr Dale Hurd Mr. Ronald Harrell Director Chief Chief Director Weights and Measures Division Weights and Measures Division Bureau of Weights Louisiana Weights Alabama Department Department of and Measures and Measures of Agriculture Consumer Protection Department of Agriculture Department of Agriculture P.O. Box 3336 State Office Building 2216 Kellogg Lane P.O. Box 44456, Capitol Station Montgomery, AL 36196 Room G-17 Boise, ID 83702 Baton Rouge, LA 70804 (205) 261-2613 165 Capitol Avenue (298) :534-2345 (504) 925-3780 Hartford, CT 06106 Alaska (203) 566-5230 Illinois Maine Mr. Ayes D. Thompson Mr. Sidney A. Coibrook Mr Clayton F. Davis Chief Inspector Delaware Manager Director Weights and Measures Mr. Eugene Keeley Weights and Agriculture Inspections Division Department of Commerce and Supervisor Measures Program State Office Building Economic Development Office of Weights Department of Agriculture Station 28 P.O. Box 111686 and Measures 801 East Fangamon Avenue Augusta, ME 04333 Anchorage. AK 99511 Department of Agriculture Springfield, IL 62706 (207) 289-3841 (907) 345-7750 2320 South DuPont Highway (217) 782-3e17 Dove. LE 19901 Maryland Arizona (302) /36-4811 Indiana Mr. Richard L. Thompson Mr. Raymond Helmick Mr. Robert W. Walker Chief Chief District of Columbia Director Weights and Measures Section Weights and Measures Division Mr. Earl E. Maxwell Weights and Measures Department of Agriculture Department of Administratior. Chief State Board of Healtl. 50 Harry S Truman Parkway 3035 West Indian School Road Weights and Measures Branch 1330 West Michigan Street Annapolis, MD 21401 Phoenix, AZ 85017 Department of Consumer and Indianapolis. IN 46206 (301) 841-5790 (602) 255-5211 Regulatory Affairs (317) 633-0350 1110 t.: Street. S. E. Massachusetts Arkansas Washington, DC 20020 Iowa Mr. Charles H. Carroll Mr. Sam F. Hindsman (202) 767-7923 Mr. James O'Connor Assistant Director of Standards Director Supervisor Massachusetts Division Arkansas Bureau of Standards Florida Weights and Measures Division of Standards Department of Commerce Mr. Wayne Ball Department of Agriculture and One Ashburton Place 4608 West 61st Street Chief Land Stewardship McCormick Building Little Rock, AR 72209 Bureau of Weights Henry Wallace Building Boston, MA 02108 (501) 371-1736 and Measures Des Moines, IA 50319 (617) 727-3480 Department of Agriculture and (515) 281-5-'16 California Consumer Sr :vices Michigan Mr Darrell A. Guensler 3125 Conner Boulevard Kansas Mr. Edward Heffron Assistant Director Lab Complex Mr. Archie Hurst Chief Division of Tallahassee, FL 32399 Acting State Sealer Food Division Measurement Standards (904) 488-9140 Weights and Measures Division Department of Agriculture Department of Kansas state Board of Ottawa Building North Food and Agriculture Georgia Agriculture 4th Floor 8500 Fruitridge Road Mr. Martin Code 2016 South West 37th Street P.O Box 30017 Sacramento, CA 95826 Director Topeka, KS 66611 Lansing, MI 48909 (916) 366-5119 Division of Weights (913) 267-4641 (517) 373-1060 and Measures Colorado Georgia Department of Kentucky Minnesota Mr. David Wallace Agriculture Charles L. Prebble Mr. Edward Skluzacek Chief Atlanta Farmers Market Director Director Measurements Standards Forest Park, GA 30050 Division of We hts Division of Weights Section (404) 363-7611 and Measures and Measures Department of Agriculture Department of Agriculture Department of Public Service 3125 Wyandot Hawaii 106 West Second Street 2277 Highway 3C Denver, CO 90211 Mr. George E Mattimce Frankfort. KY 40601 St. Paul, MN 55113 (303) 866-2845 Administrator (522) 564-4870 1612) 341-7200 Measurement Department of Agriculture 725 Halo Street Honolulu, HI 96813 (808) 548-7152

7 7 71 STATE WEIGHTS AND MEASURES OFFICES

Mississippi New Mexico Pennsylvania Vermont Mr. William P Eldridge Mr. Fred A Gerk Mr. Fred A. Thomas Mr Trafford F. Brink Director Director Director Director Weights and Measures Division Division of Standards ana Bureau of Weights Division of Weights and Mississippi Department Consumer Services and Measures Measures and Retail of Agriculture Department of Agriculture Department of Agriculture Inspection 1601 Walter Sellers Building P.O.P3170 2301 North Cameron Street Department of Agriculture P.O. Box 1609 Las i.fuces, NM 88003 Harrisburg, PA 17110 116 State Street Jackson, MS 39215 (505) 646-1616 (717) 787-6772 Montpelier, VT 05602 (601) 359-3670 (802) 828-2436 New York Puerto Rico Missouri Mr John J. Banta' Ms. (bone Kwi Ian Virgin Islands Mr. Lester Barrows Director Assistant Secretary Mr Louis Penn IIector Bureau of Weights Bureau of Enforcement Acting Director 'freights and Measures Division and Measures Department of Consumer Services Division Department of Agriculture Department of Agriculture Consumer Affairs Golden Rock Shopping Center PO. Box 630 Building 7-A P.O. Box 41059 Christiansted Jefferson City, MO 65102 1220 Washington Avenue Mini Ilas Station St. Croix, VI 00820 (314) 751-42 Albany, NY 12235 Santruce, PR 00940 (809) 774-3130 (518) 457-3452 (809) 726-7585 Montana Rhode Island Virginia Mr. Steven H Meloy North Carolina Mr. James T. Allen Mr James F Lyles Bureau Chief Mr. N. David Smith Chief Administrator Chief Bureau of Weights Director Division of Weights and Measures and Measures Consumer Standards Division Professional Regulations Department of Agriculture and Department of Commerce Department of Agriculture Department of Labor Consumer Services 1424 9th Avenue P.O. Box 26056 220 Elmwood Avenue PO Box 1163 Helena, MT 59620 Raleigh, NC 27611 Providence, RI 02907 Richmond, VA 23209 (406) 444 -3164 (919) 733-3313 (401) 457-1860 (804) 786-2476 V ilraska North Dakota South Carolina Washington Mt even A. Malone Mr. Bruce Niebergall Mr. Caro P Fullmer Mr. Stuart Delaney Dire,)r. Director Acting Director Chief Division of Weights Department of Weights Consumer Services Division Section of Weights and Measures and Measures Department of Agulture and Measures Department of Agriculture State Capitol PO. Box 11280 :epartment of Agriculture 301 Centennial MO South Bismarck, ND 58505 Columbia, SC 9211 406 General Administration 4th Floor (701) 224-2400 (803) 737-2080 Building P.O. Box 94757 Olympia, WA 98504 'coin, NE 68509 Ohio South Dakota (206) 753-5042 (402) 471-4292 Mr Bruce Litzenberg Mr. James Melgaad Chief Director West Virginia Nevada Division of Weights Division of Fire Safety Mr. James P. Rardin Mr. Knute D. Pennington and Measures and Regulation Director Supervisor Department of Agriculture 118 West Capitol Division of Weights Weights and Measures 8995 East Main Street Pierre, SD 57501 and Measures Department of Agriculture Reynoldsburg, OH 43068 (605) 773-3697 Department of Labor P.O. Box 11100 (614) 866-6361 Tennessee 570 West MacCorkle Avenue Reno, NV 89510 Mr. Jce R. Gaines St. Albans, WV 25177 (702) 789-0166 Oklahoma Director (304) 727-5781 Mr. 0. Ray Elliott Weights and Measures New Hampshire Director Department of Agriculture Wisconsin Mr. Roy Howard Marketing Industry Division P.O. Box 40627 Ms. Jane Jansen Director Oklahoma Department Melrose Station Acting Supervisor Bureau of Weights of Agriculture Nashville, TN 37204 Bureau of Weights and Measures 2800 North Lincoln Boulevard (615) 360-0160 and Measures Department of Agriculture Oklahoma City, OK 73105 Wisconsin Department of Call Bex 2042 (405) 521-3864, ext. 301 Texas Agriculture Trade and Concord Center Mr. Ed Price Consumer Protection 10 Ferry Street Oregon Supervisor 801 West Badger Road Concord, NH 03301 K. Kendrick J Simi la Texas Weights and Measures P.O. Box 8911 (603) 271-3700 Admilynator Department of Agriculture Madison, WI 53708 Weights and Measures Division PO Box 12847 (608) 266-7241 New Jersey Department of Agriculture Austin, TX 78711 Mr. Thomas W. Kelly 635 Capitol Street, N E. (512) 463-7610 Wyoming State Superintendent Salem, OR 97310 Utah Mr. William W Hovey State Office of Weights (503) 378-3792 Manager Mr. Robert Smoot and Measures Acting Director Consumer /Compliance Division 187 West Hanover Street Division of Weights Department of Agriculture Trenton NJ 08625 and Measures 2219 Carey Avenue (6n9) 292-4615 State Department of Agriculture Cheyenne. WY 82002 350 North Redwood Road (307) 777-6591 Salt Lake City, UT 84116 (801) 533-5459

72 78 Military Commissary and Exchange Contacts

Patrons of military commissary and exchange facilities in contacted. The last level of assistance is the U.S. Head- need of assistance s: iuld first contact the facility manager quarters for commissaries or exchanges Listed below are where the purchase was made. If the problem cannot be addresses of military commissary and exchange services. resolved at this level, regional headquarters should be

Air Force Commander, USATSA Executive Officer Golden Gate Exchange Region Commissary Service Western Commissary Region NAVRESSO P.O. Box 3533 Attn: DALO7AW-Z Field Support Office San Francisco, CA 94119 Regional Headquarters Fort Lewis, WA 98433 Building 3345 (415) 556-3400 HO AFCOMS (206) 967-3364 Naval Amphibious Base Southeast Region Little Creek U.S. Headquarters Det 11 AFCOMS/FC Director, USATSA Norfolk, VA 23521 Army and Air Force Exchange Charleston AFB, SC 29404 Ncrtheast Commissary Region (804)460-3770 Service Headquarters (803) 554-3184 Attn: DALO-TAN-Z Customer Relations (PA-R) Fort Meade, MD 20755 Executive Officer PO Box 660202 HO AFCOMS (301) 677-4932 NAVRESSO Dallas, TX 75266 South Central Region Field Support Office (214) 780-2011 Det 5 AFCOMS/FC Director, USATSA Building 502 Lack land AFB, TX 78236 Midwest Commissary Region Naval Supply Center Marine Corps (512) 671-2981 Attn. DALO-TAM-Z Oakland, CA 94625 Exchange Servi...e Fort Sam Houston, TX 78234 (415) 452-2283 HO AFCOMS (512) 221-5684 Marine Corps Exchang..; Northeast Region Executive Officer Marine Corps Logistics Support Det 12 AFCOMS/FC U.S. Headquarters NAVRESSO Base, Atlantic Langley AFB, VA 23555 U.S Army Troop Field Support Office Albany, GA 31704 (804) 766-1371 Support Agency Building 27 (912) 435-1471 Directorate of Commissary Pensacola, FL 32008 HO AFCOMS Operations (904) 452-4243 Marine Corps Exchange Southwest Region Fort Lee, VA 23801 Headquarters Battalion, HOMC Det 17 AFCOMS/FC (80," 737-3600 Executive Officer Henderson Hall Luke AFB, AZ 85309 NAVRESSO Arlington, VA 22214 (602) 848-8900 Marine Corps Field Support Office (703) 979-8420 Commissary Service P.O. Box 150 HO AFCOMS San Diego, CA 92136 Marine Corps Exchanae Delta-Gulf Region Headquarters (619) 696-6091 Marine Corps Logistics Base Det 5 AFCOMS/FC U.S. Marine Corps Barstow, CA 92311 Maxwell AFB, AL 36112 Directorate U.S. Headquarters (619) 256-0212 (205) 293-6209 Facilities and Services Customer Service Commissary Operations Representative Marine Corps Exchange HO AFCOMS Washington, DC 20380 Navy Resale and Services Marine Ccrps Base Northwest Region (written inquiries only) Support Office Camp Lejeune, NC 28542 Det 14 AFCOMS/FC Fort Wadsworth (919) 451-2481 McChord AFB, WA 98438 Navy Staten Island, NY 10305 (206) 984-3941 Commissary Service? 1 (800) 221-6155 (toll free) Marine Corps Exchange Marine Corps Base HO AFCOMS Regional Headquarters Army and Air Force Camp Pendleton, CA 92055 California Region Executive Officer Exchange Service (51) 725 -6233 Det 16 AFCOMS/FC NAVRESSO Norton AFB, CA 92409 Field Support Office Regional Headquarters Marine Corps Exchange (714) 382-4671 2801 "C" Street S.W. Capitol Exchange Region Marine Corps Air Station Auburn, WA 98001 Building 6 Cherry Point, NC 28533 hO AFCOMS (206) 931-7665 Cameron Station (919) 447-Th41 North Central Region Alexandria, VA 22304 Det 20 AFCOMS/FC Executive Officer (202) 274-7001 Marine Corps Exchange NAVA ESCO Offutt AFB, NE 68113 Camp Elmoici (402) 294-4815 Field Support Office Ohio Valley Exchange Region U.S. Marine Corps luilding S26 Davisville Indiana Army Ammunition nt Norfolk, VA 23511 U.S. Headquarters North Kingstown, RI 02852 Building 2501 (804) 423-1187 HO AFCOMS (401) 294-9541 Charlestown, IN 47111 Directorate of Operations (812) 283-1801 Marine Corps Exchange Kelly AFB, TX 78241 Executive Officer Marine Corps Air Station NAVRESSO (512) 925-7344 Southeast Exchange Region Kaneohe Bay, HI C6863 Field Support Office 1280 Kershaw Street (808) 257-2111 Army Jacksonville Naval Air Station Montgomery, AL 36196 Commissary Ser :ce P.O. Box 42 (205) 264-7301 anne Corps Exchange Jacksonville, FL 32212 Regional h. Adquarterr Marine Corps Recruit Depot (904) 777-7217 Alamo Exchange Region Director, USATSA Parris Island, SC 29905 5315 Summit Parkway Southeast Commissary Region (803) 525-3301 San Antonio, TX 78228 Attn: DALO-TAL-Z (512) 647-2301 Fort Lee, VA 23801 Marine Corps exchange (804) 734-4666 Marine Corps Recruit Depot San Diego, CA 92140 (619) 297-2500 79 73 _ITARY COMMISSARY AND EXCHANGE CONTAC..

Marine Corps Exchange U.S. Headquarters Executive Officer Executive Officer Marine Corps Air Station Head NAVRESSO NAVRESSO El Toro Marine Corps Exchange Field Support Office Field Support Office Santa Ana, CA 92709 Service Branch P.O Box 2050 Building 310-5E (714) 651-6532 PO. Box 1834 Mechanicsburg, PA 17055 Naval Supply Center Quantico, VA 22134 (717) 790-5863 Oakland, CA 94525 Marine Corps Exchange (703) 640-6156 (415) 436-7020 Marine Corps Air/Ground Executive Officer Combat Center Navy Exchange Service NAVRESSO Officer in Charge Budding 1533 Field Support Office Navy Resale Activity Twentynine Palms, CA 92278 Regional Headquarters P.O. Box 15037 Naval Base (619) 368-6163 Executive Officer Norfolk, VA 23511 Pearl Harbor, HI 96860 NAVRESSO (304) 4 J-2399 (808) 471-0263 Mann Corps Exchange Field Support Office Marine Corps Development 2801 "C" Street, S.W Executive Officer Executive Officer and Education Command Naval Supply Center NAVRESSO NAVRESSO Quantico, VA 22134 Auburn, WA 98001 Field Support Office Field Support Office (703) 640-7171 (201) 931-7665 Davisville P.O. Box 150Naval Station North Kingstown, RI 02852 San Diego, CA 92136 Marine Corps Exchange Executive Office (4C1) 295-8882 (619) 237-5601 Marine Corps Air Station NAVRESSO Yuma Z 85364 Field Support Office U.S. Headquarters (602) I.6-2363 P0. Box 13Naval Air Station Customer Service Jacksonville, FL 32212 Representative (904) 777-7075 Navy Resale and Services Support Office Fort Wadsworth Staten Island, NY 10305 1 (800) 221-6155 (toll free)

Vacation Certificates anc4 Travel Clubs 1. Be wary of "free" vacation offers or travel clubs that sound "too good to be true; demand an immediate decision or include "valuable" coupons for free meals, transportation, accommodations or resort attractions. 2Until you have written information and are certain you wish to use the offer, do not pay any company or give your credit card number. 3. Check with your state nr local consumer protection office or Better Busi- ness Bureau for a reliab,:ity report, including comolaints lodged f4gainst the comr ,ny. 4 Before accepting any travel offer, get specific information, in wriLog, about any additional costs for transportation, hotel, meals, booking fees, single supplement charges for individuals traveling alone, and peak season sur- charges. Before buying any travel package, check with travel agents or airlines to see if rates are competitive. 5. Get a.. the details in writing before agreeing to a vacation offer, including cancellation policies. Determine in advance what your options are if the arrangements are not available at your preferred time. 6 Before traveling, confirm all arrangements directly with the airlines, hotels, cruise lines, tour companies, etc. 7.If a deposit is required, ask when and if you get it back. Find out what alternative arrangements ce^ be made if the company can't meet your travel needs and if you gel a full refund. 8 To receive a vac ition cert.ficate, you may be required to make n purchase or attend a sales presentation. Many certificates have restrictions on age, income, and marital status. Make sure you meet all requirements before you make the trip. 9 Two things to remember if you pay for membership in a travel club by credit card: check your monthly statement for correct charges and be ad- vised that you must write the credit card issuer within 60 days of receiv- ing your statement to receive credit for errors. 10. Complaints related to travel dulls should be sent to the Federal Trade Commission, Division of Marketing Practices, 6th Street and Pennsylvania Avenue, N.W., Washington, DC 20580.

74 80 Federal Information Centers

Federal Information Centers (FICs) help consumers find lotions. FICs also direct individuals to the correct Federal information about Federal services, programs, and regu-agency for help wan problems.

Alabama Kentucky Minnesota Oklahoma Birmingham (205) 322-8591 Louisville (502) 582-6261 Minneapolis (612) 370-3333 Oklahoma City (405) 231-4868 Mobile (205) 438-1421 Tulsa (918) 584-4193 Louisiana Missouri Alaska New Orleans (504) 589-6696 St Louis (314) 425-4106 Oregon Anchorage (907) 271-3650 From elsewhere in Missouri Portland (503) 221-2222 Maryland 1 (800) 392-7711 (toll free) Arizona Baltimore (301) 962-4980 Pennsylvania Phoenix (602) 261-33'3 Nebraska Philadelphia (215) 597-7042 Massachusetts Omaha (402) 221-3353 Pittsburgh (412) 644-3456 Arkansas Boston (617) 565-8121 From elsewhere in Nebraska Little Rock (501) 378-6177 1 (800) 642-8383 (toll free) Rhode Island Michigan Providence (401) 331-556F California Detroit (313) 226-7016 New Jersey Los Angeles (213) 894-3800 Grand Rapids (616) 451-2628 Newark (201) 645-3600 Tennessee Sacramento (916) 551-2380 Trenton (609) 396-4400 Chattanooga (615) 265-8231 San Diegc. (619) 557-6030 Memphis (901) 521-3285 San Francisco (415) 556-6600 New Mexico Nashville (615) 242-5056 Santa Ana (714) 836-2386 Albuquerque (505) 766-3091 Texas Colorado New York Austin (512) 472-5494 Colorado Springs Albany (518) 463-4421 Dallas (214) 767-8585 (303) 471-9491 Buffalo (716) 846-4010 "ort Worth (817) 334-3624 Denver (003) 844-6575 New York (212) 264-4464 Houston (713) 229-2552 Pueblo (303) 544-9523 Rochester (716) 546-5075 San Antonio ;s121 224-4471 Syracuse (315) 476-8545 Connecticut Utah Hartford (203) 527-2617 North Carolina Salt Lake City (801', 524-5353 New Haven (203) 624-4720 Charlotte (704) 376-3600 Virginia Florida Ohio Norfolk (804) 441-3101 Ft. Lauderdale (305) 522-8531 Akron (216) 375-5638 Richmond (804) 643-4928 Jacksonville (904) 354-4756 Cincinnati (513) 684-2801 Roanoke (703) 982-8591 Miami (305) 536-4155 Cleveland (216) 522-4040 Orlando (305) 422-1800 Columbur; (614) 221-1014 Washington St. Petersburg (813) 893-3495 Dayton (513) 223-7377 Seattle (206) 442-0570 Tampa (813) 229-7911 Toledo (419) 241-3223 idcoma (206) 383-5230 West Palm Beach (305) 833-7566 Wisconsin Milwaukee (414) 271-2273 Georgia Atlanta (404) 331-6891 Hawaii Telephone Solicitations Honolulu (808) 551-1365 1 For your protection, don't buy anything over the telephone unless you in- Illinois itiate the call, you know who you have reached, and you believe the seller Chicago (312) 353-4242 is reputable. To check on a company's reputation, call the Better Business Bureau or consumer protection office where the company is located 2. Be wary of any caller who insists on an immediate purchase decision. Indiana 3 Ask for the name, address, and phone number where you can reach the Gary (219) 883-4110 caller after considering the solicitation. Indianapolis (317) 269-7373 4 Dont be lured into buying otherwise unwanted merchandise by offers of promotional gifts or pmes. Iowa 5 Get the offer in writing before you buy. Look to see if there are conditions From ag points in Iowa or restrictions that you were not told about on the phone 1 (800) 532-1556 (toll free) 6. Never give your credit card or social security number over the telephone as a verification of your identity Don't use your credit card number to purchase anything unless you initiated the call or you know exactly with Kansas whom you are talking. From all points in Kansas 7 New postal regulations allow you to write a check payable to the sender, 1 (800) 432-2934 (toll free) rather than the delivery company, for cash on delivery (CO.D.) orders. If, after examining the merchandise, you feel there has been misrepresentation or fraud, you can stop payment on the check and file a complaint with the Postal Inspector's Office. 8 Credit card regulations allow you to have a charge removed from your bill if you did not receive the goods or services or if your order was obtained through misrepresentation or fraud. You must notify the credit card company in writing, at the billing inquiries/disputes address. within 60 days after the charga first appeared on your bill

81 75 Selected Federal Agencies

The Federal agencies listed in this section have jurisdiction agency to contact, look in the Index for a topic listing describ over major areas of consumer complaints and inquiries. inj your problem or concern. If the reference is not in the Some of these agencies work primarily through regional, Index, call your nearest Federal Information Center (FIC), listed district or local offices. If you are unsure about which Federalon page 75.

Commission on Cooperative Extension Office of Consumer Affairs National Clearinghouse on Civil Rights Service Department of Commerce Bilingual Education Hotline Look in your telephone Consul, county or city Room 5725 Department of Education directory under "U.S. government listings your Washington, DC 20230 11501 Georgia Avenue Government, Civil Rights local telephone directory for the (202) 077-5001 Wheaton, MD 20902 Commission" If it does not number of your local (301) 933-9448 appear, call the FIC nearest you Cooperative Extension Service National Bureau of Standards 1 (800) 647-0123 (toll free) (see page 75), or contact. office Office of Weights Commission on and Measures Office of Public Affairs Civil Rights Farmers Home Administration Department of Commerce Department of Education 1121 Vermont Avenue, N.W Department of Agriculture Washington, DC 20234 Washington, DC 20202 Washington, DC 20425 Washington, DC 20250 (301) 975-4004 (202) 732-4576 (202) 376-8177 (202) 447-4323 (202) 376-8376 National Marine Department of Energy (complaint referral) Food and Nutrition Service Fisheries Service (202) 376-8105 Department of Agriculture Office of Utilization Research For tailored information on (information and publications) 3101 Park Center Drive Department of Commerce conservation and renewable Alexandria, VA 22302 Washington, DC 20235 energy: Commodity Futures (703) 756-3276 (202) 673-5374 National Appropriate Trading Commission (inspection and safety) Technology Assistance 2033 K Street, N.W. Human Nutrition (202) 673-5362 Service Washington, DC 20581 Information Se vice (nutrition information) Department of Energy (202) 254-3067 Department of Agriculture P0. Box 2525 (complaints only) Federal Building Constituent Affairs Butte, MT 59702 (202) 254-8630 Rooms 360 and 364 National Weather Service 1 (800) 428-1718 (information) 6505 Belcrest Road Department of Commerce (toll free in Montana) Hyattsville, MD 20782 Washington, DC 20901 1 (800) 428-2525 Consumer Information (301) 436-8617,7725 (301) 427-7258 (toll free outside Montana) Center Pueblo, CO 81009 Inspector General's Hotline Office of Metric Programs Conservation and Renewable Office of the Inspector General Department of Commerce Energy Inquiry and Referral Consumer Product Department of Agriculture Room H4082 Service P0. Box 23399 Washington, DC 20230 Department of Energy Safety Commission Washington, DC 20026 (202) 377-0944 1 (800) 462-4983 To report a hazardous product (202) 472-1388 (toll free in Pennsylvania) or a product-related injury, or to 1 (800) 424-9121 (toll free) Patent and Trademark Office 1 (800) 523-2929 inquire about product recalls, Department of Commerce (toll free outside Pennsylvania) or write: Meat and Poultry Hotline Washington, DC 20231 1 (800) 233 -3071 Product Safety Hotline Food Safety and (703) 557-3341 (toll free in Alaska and Hawaii) Consumer Product Inspection Service (telephone inquiries only) Safety Commission Department of Agriculture Washington, DC 20207 Department of Washington, DC 20250 Office of Scientific and 1 (800) 638-CPSC Education (202) 447-3333 Technical Information (toll free) (voice/TDD) Department of Energy 1 (800) 638-8270 Clearinghouse on the 1 (800) 535-4555 P0. Box 62 (toll free TDD) Handicapped (toll free TDD) Oak Ridge, TN 37831 1 (800) 492-8104 Department of Education (written inquiries only) (toll free TDD in Maryland) Mail Stop 2319 Office of the Washington, DC 20202 Department of Consumer Advisor (202) 732-1250 Division of Consumer Affairs Department of Agriculture Department of Energy Agriculture Washington, DC 20250 Const' ..er Affr4's Staff Washington, DC 20585 (202) 382-9681 Department of Education (202) 586-5373 Agricultural Marketing Washington, DC 20202 Service Office of Info' nation (2C2) 732-3679 Office of Conservation and Department of Agriculture Votor Information Center Renewable Energy Washington, DC 20250 Deoartment of Agriculture Federal Student Financial Weathenzation Assistance (202) 447-8998 V shington, DC 20250 Aid Program Inquiries' (202) 447-2791 Department of Education Department of Energy Animal Care Staff Department CY 86 Washington, DC 20585 Veterinary Services, APHIS Department of Pueblo, CO 81009 (2021586 -2204 Department of Agriculture Commerce (301) 984-4070 Federal Building, Room 700 6505 Belcrest Road Bureau of the Census Hyattsville, MD 20782 Customer Services (301) 436-: 799 Data User Services Division Department of Commerce Washington, DC 20233 (301) 763-4100 76 R2 SELECTED rF.DERAL AGENCIES

Department of Health National Health Manufactured Housing and United States and Human Servi-es Information Center Construction Standards Geological Survey Department of Health Division Department of the Interior AIDS Hot lin,' and Human Services Department of Housing 12201 Sunrise Valley Drive Acquired Immune P.O. Box 1133 and Urban Development Reston, VA 24,d2 Deficier,cy Syndrome Washington, DC 20013 Room 9156 (703) 648-4427 1 (800) 342-AIDS (toll free) (102) 429-9091 Washington, DC 20410 1 (300) 336-4797 (toll free; (202) 755-6920 Ca liner Hotline L. Jpartment of Justice 1 (800) 4-CANCER National Rutiaway Office of Fair Housing (toll free in continental US ) Switchboard and Equal Opportunity Antitt ust CiViSiOri 1 (800) 638-6070 1 (800) 621-4000 (toll free) Department of Housing Department of Justice (toll free in Alaska) and Urban Development Washington, GC 20530 1 (806) 5241234 (Hawaii) Office of Child Room 5100 (202) 633-3543 Support Enforcement Washington, DC 2041C Civil Rights Division rood and Drug Department of Health (202) 755-7252 Look in your telephone Alin' iistration and Human Service 1 (860) 424-8590 (toll free) directory under "U S Look in your telephone Washington, DC 2n201 Government, Justice directory under "U.S. (202) 245-1903 Of" , of Single Department, Civil Rights Government, Health and Fa, . "ming Division:' If it does not appear, Human Services Department, Office for Civil Rights Department of Housing call the FIC nearest you (see Food and Drug Administration:' Department of Health and Urban Development page 75) or contact' If it does not appear, call the and Human Services Room 9266 FIC nearest you (see page 75) Washington, DC 202r. Civil Rights Division Washington. DC 20410 Department of Justice or contact: (202) 245-6671 (202) 755-3046 Washington, DC 20530 Consumer Affairs and (202' 472-2916 (TDD) (202) 633-3847 InfJrnuatIon Staff Office of Urban Rehabilitation Food and Drop 14ministratir n 0" e of Prepaid Health Care Department of Housing Drug Enforcement t','-C -110) Department of Health and Urban Development Administration Der...rtmeat o: Health and Human Service Room 7168 Look in your telephone and Human Services Washing' In t.:C 20201 Washingto 1, DC 2C '0 directory under "U.S. 5600 Fishers Lane (202) 245-800 (202) 755.5685 Room 13-86 Government, Justice Rockville, MD 20857 President's Council on Department, Drug Enforcement Title I Insurance Division Administration." If it does not (301) 443-4166 Physical Fitness and Sports Department of Housing appeal, call the FIC nearest you Department of Health and Urban Development (see page 75)or contact. Health Care Financing and Human Services Room 9160 Drug Enforcemr It Administration 450 5th Street, N.W. Washington, DC 20410 Administration Depc.rtment of Health Washington, DC 20001 (202) 753-66n0 Department of Justice and Human Services (202) 272-3430 6325 Set unty Boulevard 1405 Eye Street, N W. Department of Wnshington, DC 20537 Baltimore, MD 21207 Second Surgical the inter or (202) 633-1000 (LA 594-9086 Opinion Program Department e` Health Bureau of Indian Affairs Federal Bureau of Health StanoJrds and and Human Services Department of the Intenc- Investigation Quality Bureau Washington, DC 20201 Washington, DC 20240 Look insid, th" front cover of Health Care Financing 1 (800) 492-6603 (202) 343-5116 Ac ninistration (toll free in Maryland) your telephone directay for toe numhr of the nearest FBI Department of Health 1 (800) 638 -6833 Bureau of Land Management (Ace. If it does not appeal, look and Human Services (toll free outside Maryland) Department of the Interior under "U.S Government, 6;25 Security Boulevard Washington, DC 00240 Justice Department, Federal Baltimore, MD '!1207 Soci.7.1 Security (202) 343-4820 Bureau cf Investigation." You (301) 594-7940 Aeministration Look in you telephone Consumer Affnirs may also contact. Federal Bureau of Hill Burton Free Hospital directory umer "U.S. Administrator Investigation care Hotline 3overnment, health and Office of the Secretary Department of Justice 1 (600) 492-0359 Human Services Department, Department of the Interior Washington, DC 20535 (toll free in Maryland) St-ciul Security Administration." Wastiington, DC 20240 1 000) 638-0742 (202) 343-5521 (202) 324-3000 (toil free outside Maryland) Department of Housing Immigration and .ational Park Service and Urban Devilvpment Naturaliza.,on Service Inspector General's Hotline Department of the Interior Look in your telephone 1 (800) 638-3986 Interstate Land Sales Washington, DC 20240 directory under "U.S. (toll Ire.: in Maryland) Registration Division (202) 343 -4917 1 (800) 368-5779 Department of HOUE g Government, Justice (toll free outside Maryland) and Urban Development United States Fish Department, immigration and Row 6278 and Wildlife Service Naturalization Service If it does not appear, call the FIC National Center on lhild Washington, DC 20410 Derartment of the Interior nearest you (see page 75) or Abuse and Neglect (202) 755-0502 Washinaton. DC 20240 Department of Health (202) 343-5634 copioci. and Human Services Immigration and P.J. Box 1182 Naturalization Service Washington, DC 20013 Department of Justice (202) 24C-2856 4420 North Fairfax Di ive Arlington, VA 22?03 R3 (703) 235.4055 77 SELECTED FEDERAL AGENCIES

Department of Labor Office of the Assistant Boating Safety Classes: Bureau of the Public cent Secret--v for Veterans' United States Coast Guard Consumer Affairs Bureau of Labor-Management Employment ardd Training Office of Boating, Public, Office of the Commissioner Relations and Cooperative Department of Labor and Consumer Affairs (G-BC) Department of the Treasury Programs Washington, DC 20210 Department of Transportalon E Street Building Department of Labor (202) 523-9116 Washington, DC 20593 Washington, DC 20239 Washington, DC 20210 (202) 267-0972 (202) 3764300 (202) 523-6098 Office of Labor- Management Standards Boating Safety Hotline Comptrollt, of the Currency Coordinator of Department of Labor United States Coast Guard The Comptroller of the Consumer Affairs Washington, DC 20210 Department of Transportation Currency handlcs complaints Department of Labor (202) 523-7343 Washington, DC 20593 about national banks, i.e , Washington, DC 20210 (202) 267-078C banks that have the word (202) 523-6060 Pension an Welfare 1 (800) 368. 5647 (toll free) "National" in their names or the (general inquiries) Benefits Administration initials "t! A." after their names. Office of Program Services Oil and Chemcial Spills: For assis'ance, look in your Empioyment and Department of Labor National Relponse Center telephone directory under Training Administration Washington. DC 20210 United States Coast Guard "U S. Government (202) 523-8921 l_ook in your telephone Headquarters, G-TGC-2 Treasury Department directory under "U.S. Department of Transportation Comptroller of the Currency:" Government, Labor Department of State Washington, DC 20593 If it does not appear, call the Department, Employment and (202) 267-2675 FIC nearest you (see page 75) Training Administrate nr If it Overseas Citizaa Services 1 (800) 424-8802 (toll free) or contact does not appear, call the FIC Department of State Comptroller of the Currency nearest you (see page 7t, r Washington, DC 20520 contact: Railway Safety: Director, Consumer Activities (202) 647-3666 Federal Railroad Departm.nt of the Treasury Employmsait and (non-emergencies) Training Administration Administration 490 L'Enfant Plaza, S.W. (202) 647-5225 Office of Safety (FIRS-20) Washington, DC 20219 Director, Office of Public Affairs (emergencies) Departmeot of Transportation (202) 287-4265 Department of Labor Washington, DC 20590 Washington, DC 20210 Passport Services (202) 366-0522 Financial Management (202) 523-6871 Department of State Service 1425 K Street, N.W. Department of Office of External Affairs Empiuyi. ent Starr lards Washington, DC 20524 Department of the Treasury Administration (202) 523-1355 the Treasury Washington, DC 20226 Office of Information Bureau of Alcohol. (202) 536-2780 and Consumer Affairs Vise Services Tobacco and Firearms Department of Labor Department of State Look in your telephone Washington, DC 2021: Washington, DC 20520 Internal Revenue Service directory under "U.S. (202) 523-8743 (202) 663-1972 Look in your telephone Government, Treasury directory under Department of Department, Bureau of Alcohol, "U.S. Government Mine Safety and Tobacco and Firearms:. If it Health Administration Transportation Treasury Department does not appear, call the FIC Internal Revenue Service" Office of Informalon nearer,' you (see page 75) or If it does not appear, call the and Public Affairs Air Safety: contact. FIC nearest you (see page 75). Departmbnt of Labor Federal AVIE...On Administration Bureau of Alcohol, Ballston Towers #3 Tobacco ant: Firearms Arlington, VA 22203 Community and Consumer United Sties Department of the Treasury (703) 225-1452 Liaison Division, FAA Customs Service (APA-200) Room 62.12A Department of the Treasury Denarrment of Transportation 1200 Pennsylvania Avenue, N.W. 1301 Constitution Avenue, N.W. Occupatio 31 Safety and Washington, DC 20226 Health F lministration Washington, DC 20591 Washington, DC 20229 (202) 267-3479,8592 (202) 535-4703 (202) 566-8157 Look in your telephone 1 (800) FAA-SURE (202) 287-40P7 (TDD) directory under "U.S. (toll free except in To report lost or stolen Government, Labor District of Columbia) explosives, or to report Counterfeit Goods Hotline Department, Occupational explosive incidents or (212) 466-5784 Safety and Health Airline Passenger Complaints. bombings, call: 1 (800) USA-FAKE Administration?' If it does not Office of Intergovernmental 1 (800) 424-9555 (toll free in New York, New appear, call the AC nearest and Consumer Affairs (1-25) free) Jersey, Connecticut, (see page 7;) or contact: Department of Transportation Pennsylvania) Occupational Safety and Washington, DC 20590 Health Administration Bureau of Engraving (202) 366-2220 and Printing Narcotics/Drug Smuggling Off le of Information and (2112) 366-k850 (MD) Hotline Consumer Affairs Program Analysis and 1 (800) BE-ALERT (toil free) Department of Labor External Affairs Auto Safety Hotline: Department of the Treasury Washington, DC 2021: National Highway Traffic Room 533M United States Mint (202) 523-8151 Safety Administration 14th and C Streets, S.W. Consumer Affairs Division (NEF-10) Washington, DC 20228 Department of the Treasury Department of Transportation (202) 447-0193 10001 Aerospace Road Washington, DC 20690 Lanham, MD 20706 (2J2) 366-0123 (301) 436-7A00 (202) 755-8919 (TDD) 1 (800) 424-9393 (to'" 1 (800) 424-9153 (toll free TDD) 78 R4 SELECTED FEDERAL AGENCIES

United States Equal Employment Federal Emergency Federal Reserve System Savings Bonds Division Oppt.rtunity Manag( ment Ariency The Board of Governors Office of Public Affairs Commission Look in your te.ephe. handles consumer complaints Department of the Treasury Look in your telephone directory under "U.S. about state banks and trust 1111 20th Street, N W. directory under "U,S Government, Federal companies which are members Room 302 Government, Equal Emergency Management of the Federal Reserve System. Washington, DC 20036 Employment Opportunity Agency:' If it does not appear, For assistance, look in your (202) 634-5389 Commission: If it does not call the FIC nearest you (see telephone directory under "U.S 1 (800) US-BONDS (toll free) appear, call the FIC nearest you page 75) or contact' Government, Federal Reserve USA-8888 (DC metro area) (see page 75) or r.,..ntact: Emergency Preparedness System, Board of Governors: or Office of Program Operations and Response "Federal Rnsene Bank" If Environmental Eq..ial Employment Office of the External neither appears, call the FIC Protection Agency Opportunity Commission Mars Directorate nearest you (see page 75) or Federal Emergency contact: Asbestos Hotline 2401 E Street, N.W. Management Agency Board of Governors of the 1 (800) 334 -8571, ext. 6741 V': "tington, DC 20507 (202) 634-6831 Washington, DC 20472 Federal Reserve System (toll free) (202) 646-4000 Division of Consumer Federal ano Community Affairs Chemical Emergency Communications Federal Insurance Washmgror DC. 20551 Preparedness Program Admir'Jtration W2) 452 -39;6 (CEPP) Hotline Commission Federal Emergency Environmental Complaints about Management Agency Federal Trade Protec',on Agency telephone systems: Washington, DC 20472 Commission Washington, DC 20460 Common Carrier Bureau (202) 646-2781 Look in your telephone (202) 479-2449 Informal Complaints Lranch 1 (800) 638-662eill free) directory under 'U.S. 1 (800) 535-0202 Federal Communications Government, Federal Trade (toll free except in Alaska and Commission Office of Disaster Commission" If it does not District of Columbia) 2025 M Street, N W. Assistance Programs appear, the FIC nearest you Room 6202 Federal Emergency (see page 75) or contact: Inspector General's Washington, DC 20554 Management i.g.ency Correspondence Branch Whistle Blower Hotline (202) 632-7553 Washington, DC 20472 Federal Traae Commission (202) 382-4977 (202) 2-6999 (TDD) (202) 646-3615 Washington, DC 20580 1 (800) 42 -4000 (toll free) General information: (written complaints only) U.S. Fire Administration National Pesticides Consumer Assistance and Federal Emergency Public Referent ,....anch Telecommunications Small Business Office Management Agency Federal Trade Commission Network (NPTN) Federal Communications NE1C Washington, DC 20580 (806) 743-3091 Commission 16825 South Seton Avenue (202) 326-2222 1 (800) 858-PEST 1919 M Street, N.W. Emmitsburg, MD 21727 (publications) (toll free outside Texas) Room 254 Washington, DC 20554 (301) 447-1080 (202) 646-2449 General Services Office 1 Public Affairs (202) 632- 6999.(TDD) Administration Envirolmental Complaints about radio Federal Home Loan Surplus Fede;a1 property Protection Agency or television Bank Board sales Wasnington, DC 20460 Mass Media Bureau The Federal Home Loan Bank Look in your telephone (202) 382-4361 Complaints and Investigations Board handles complaints directory under "U.S. Federal Communications about Savings and Loan Government, General Services Public Information Center Commission associations. For assistance, Ad,nini on." If it does not PIC (PM-211B) 2025 M Street, N.W. look in your telephone directory appear, can the FIC nearest you Environmental Room 8210 under "U.S. Government, !see page 75) Protection Agency Washington, DC 20554 Federal Home Loan Bank Washington, DC 20460 (202) 632-7048 Board: If it does tot appear, Government (202) 382-2080 (202) 632-6999 (TDD) (general information) call the FIC -.west rou (see Printing Office Federal Deposit page or .ntact: Resource Conservation and Federal Home Loan Government publications: Insurance Corporation Publications Service Section Recovery Act (RCRA) FDIC handles complaints about Bank Bos rd Goverrmer t Printing Office Superfund Hotline FDIC-insured banks which are Office cf Washington, DC 20462 Environments' not mer Jers of the Foderal Community Investment (202) 275-3053 Protection Agency Reserve System. For 1700 G Street, N.W. Washington, DC 20460 assistance, look in your Washington, DC 20552 Subscriptions to (202) 382-3000 telephone directory under "U.S. (202) 653-2679 Government Periodicals: 1 (800) 424-S346 (toll free) Government, Foderal Jeposit Subscription Research Insurance Corporation: ii it Federal Maritime Section Sate Drinking Water Hotline does not appear, call the FIC Commission Government Printing Office (202) 382-5533 nearest you (see page 75) or Office of Informal Inquiries Washington, DC 2.402 1 (800) 426-4791 (tell free) contact: and Complaints (?02)275 -3054 Office of Consumer Affairs 100 L Street, N.W Toxic Substances Control Act Federal Deposit Washington, DC 20573 Assistance Information Insurance Corporation (202) 523-5807 Service 560 17th Street, N.W. (F130) Environmental Washington, JC ?0429 Protection Agency (202) 898-3536 Washington, DC 20024 (202) 898-3535 (TOD) (202) 554-1404 1 (800) 424-5488 (toll tree)

79 R5 SELECTED FEDERAL AGENCIES

Interstate Commerce Postal Rate Tennessee Valley Veterans Administration Commission Commissicn Authority For information about VA Office of Compliance Office of the Citizen Action Office medical care or benefits and Consumer Assistance Consumer Advo,ate 400 West Summit Hill Drive contact your nearest VA fa..ility Washington, DC 20423 Postal Rate Commission Knoxville, TN 37902 Look in yo.ir telephone (202) 275-7148 Washington, DC 20268 (615) 632-4402 directory under "U.S. (202) 789-6830 1 (800; 362-9250 Government, Veterans National Archives and (toli free in Tennessee) Administration" for the VA Records Administration President's Committee 1 (800) 251-9242 Regional Office or VA Medical on Employment of the (toll free in Alabama, Arkansas, Center serving your area If it Central Reference Branch does not appear, call the FIC Handicapped Georgia, Kentucky, Mississippi, National Archives ani North Carolina, Virgini.,) nearest you (tee page 75) or Records Ad ministrat in 1111 20th Street, N.W. contact. Washington, DC 20408 Suite 636 United States Department of Medicine Washington, DC 20036 (202) 523-3220 Postal Service and Surgery (202) 653-5044 Veterans Administration (202) 523-11774 (TDD) If you experie.,ce difficulty (202) 653-5050 (TDD) Office of Executive when ordering merchandise Federal Register or conducting bu:,ness Communications (101B) Railroad Retirement Washington, DC 20420 National Archives and transactions through the mail, (202) 233-5081 Records Administration Board or suspect that you have been 844 Rush Street Washington, DC 20408 the victim of a mail fraud or Chicago IL 60611 Department of (202) 523-5240 misrepresentation scheme, (312) 751-4500 Memorial Affairs (202) 523-522 (TDD) contact your PoAmaster or Veterans Administration local Postal Inspector Look in Public and Consumer Publications Services Securities and your telephone directory under Affairs Staff (40H) National Archives and Exchange Commission "U.S Government, Postal Washington, DC 20420 Records Administration Office of Consumer Affairs Service U.S!" for these local (202) 233-5386 Washington, DC 20408 and Information Services listii,gs. If they do not appear, (202) 523-3181 450 5th Street, N.W. contact: Department of (202) 523-0: 74 (TDD) Washington, DC 20549 Chien Postal Inspector Veterans Benefits (202) 272-7440 United States Postal Service Veterans Administration National Credit (investor corplamts) Washington, DC 20260-2100 Veteran:, Assistance Union Administration (202) 272-7450 (202) 268-4267 Look in your telephone (public filings) Service (27) Washington, DC 20420 directory under "U.S. For consumer convenience, all (202) 233-2567 Government, National Credit Small Business Post Offices and letter carriers Union Administration" If it does have postage-free Consumer Administration Office of Public Affairs not appear call the FIC nearest Service Cards available for Office of Consumer Affairs Veterans Administration you (see page 75) or contact: reporting mail problems and 1441 L Street, N.W., Consumer Affairs and National Credit submitting comments and Room 503-D Internal Communications Union Administration suggestions. If the problem Washington, DC 20416 Service (003D) 1776 G Street, N.W. cannot be resolved using the (202) 653-6170 Washington, DC 20420 Washington, D1.20456 Consumer Service Card or (202) 233-2843 (2' .) 357-1000 through du 4ct contact with the local Post Office, .rite or call' National Lthor Consumer Advocate Relations Board United States Postal Service Office of the Washington, DC 20260-6720 Executive Secretary (202) 268-2284 1717 Pennsylvania Ave , N.W. Room 701 Washington, QC 20570 (202) 254-9430 Nuclear Regulatory CommissioN Office of Governmental Counterfeit Products and Public Affairs 1. Counterfeit products include any product bearing an unauthorized Washington, DC 20555 representation of a manufacturer's trademark or trade name. (301) 492-7715 2. Examples of products which N. de been counterfeited include prescription and over-the-counter drugs, clothing, credit cards, watches, pacemakers, Pension Benefit and machine and automobile replacement parts. Guaranty Corporation 4. Because counterfeit products are often substandard quality, there are potential safety risks which may cause personal injury as well as 2020 K Street, N W. economic loss. Washington, DC 20006 5. A, tiding counterfeit products takes practice. The following are ,isually (202) 178-8800 associated with counterfeit products: (202) 778-8859 (TDD) incurrect smeared or blurred product pdckaging incorrect spelling of brand name no warranty or guarantee available "unbelievably" low prices 6. The United States can take criminal action, under the stiff penalties of the 1984 AntiCounterfeit Law, against counterfeiters and those who distribute these products. If you think you have purchased a counterfeit product, call the U S :L:stoms Service Counterfeit Goods Hotline, (212)466-5784, or e Federa. Bureau of Investigation, (202)324-3000 80 R6

44= Federal TDD Directory

This section fiats Federal offices that are equipped to handle inquiries and complaints from persons w,th hearing and speech impairments.

Architectural and International Trade Rehabilitation Services Department of Housing Transportation Barriers Administration Administration and Urban Devt lopment Compliance Board Automated Information 330 C Street, S.W. 451 Seventh Street, S.W 330 C Street, S.W. Management Division Washington, DC 20202 Washington, DC 20410 Room 1010 Quality Control Branch (202) 732-1293, 2848 (TOD) Washington, DC 202(02 Herbert C. Hoover Building Office of (202) 245-1801 (voice/TDD) Room 1848 Department of Health Intergovernmental Relations (202) 245 -1591 (voice/TDD) Washington, DC 20230 and Human Services (202) 426-6030 (TDD) (202) 472-2700 (voice/TX) (202) 377-0459 (TDD) Handicapped Empl Went Fair Housing and Law Library Program Equal Opportunity Office Central Inteliigence 14th Street and 2ut1 Independence Ave., S.W. (202) 426-0615 (voice/TDD) Agency Constitution Avenue, N.W. Washington, DC 20201 Handicapped Program Office Room 1894 (202) 475-0071,0073 Department of Washington, DC 20505 Washington, DC 20230 (voice/TDD) the Interior (202) 351-2316 (voice/TDD) (202) 277-5588 (TDD) Food and Drug 18th and C Streets, N.W. National Bureau of Standards Administration Washington, DC 20240 Commission on Office of Personnel 5600 Fishers Lane Civi: Rights Administration Building Parkiawn Building Personnel Office 1121 Vermont Avenue, N.W. Room A123 Rockville, MD 20857 (202) 342-4817 (TDD) Washington, DC 20425 Gaithersburg, MD 20899 Personnel (202) 376-811' (voice/TOD. (301) 975-3014 (TDD) (301) 443-1970 (TDD) National Park Service Equal Employment (202) 343-3679 (TDD) Department of National Weather Service Opportun Office National Meteorological Center (301) 443-1818 (TDD) Special Programs Branch Agriculture World Weather L ,ilding (202) 426-2364 (TDD) 14tn Street and Room 307 National Library of Medicine Independence Avenue, SW. Su and, MD 20233 Department of Justice sh;rigton, DC 20250 NIH 34 (301) 427-4409 (voice/TDD) 8600 Rockville Pike 10th Street and (official businessno forecasts) Constitution Avenue, N W. Central Employment and Rockville, MD 20857 (301) 496-E511 (TDD) Washington, DC 20530 Selective Placement Office Office of the Secretary (202) 447-2436 (voice/TDD) Office of Civil Rights Office of Civil Rights Personnel Equal Employment Opportunity 200 Independence Ave., S.W. (202) 272-6098 (TDD) Meat and poultry Hotline Programs Division (202) 447-3333 (voice/TDD) Washington, Di; 20201 Herbert C. Hoover Building (202) 472-2916 (TDD) Civil Rights Division 1 (800) 535-4555 Room 6012 (202) 786-4463 (TDD) (toll free voice/TDD) Washington, DC 20230 Social Security (202) 377-5691 (voice/TDD) Administration FBI Tours Department of 6401 Security noidevard (202) 324-3553 (TDD) the Army Department of Baltimore. MD 21235 Education 1 (800) 392-0812 FBI Identification Division Civilian Personnel Office 330 C Street, S.W. (ic!i free TDD in Missouri) (202) 324-2334 (TDD) Arlington, VA 22212 Washington, DC 20202 1(800 325-0778 (202) 692-6775 (voice/TDD) (toll flee TDD outside Missouri) Captioning and Department of Media Services Commerce 330 C Street, S.W. Washington, DC 20202 14th Street and (202) 732-1177 (voice/TDD) Constitution Avenue, N.W. (202) 732-1169 (TDD) Washington, DC 20230 Hearing or speech impaired individuals who use a T.tecom- National Institute munications Device for the Deaf (TDD or TTY) may get assistance Bureau of theinsus on Disability and with calls made to and from a telecommunications device by Population Division Rehabilitation Research calling: Statistical Information Ste 330 C Street, S.W. TDD/TTY Operator Services Suit !and and Silver Hi!' Roads Washington, DC 20202 1 (800) 855-1155 (toll free) Federal Building, Room 2030 (202) 732-1198 (TDD) Suit land, MD 20233 If you need assistance and you have TDD equipment, the TDD (301) 764-5020 (voice/TDD) Office of Civil Rights Operator can help you to make any of the following: 330 C Street, S.W. Demographic Surveys Washington, DC 20262 Credit card calls (with valid telephone c mg card) Division (202) 732-1467 (voice/TDD) Collect calls (paid for by the person you are calling) Consumer Expenditures (202) 732-4686 (TDD) Personto-person calls (to a specific person) Surveys Programming Branch Third party calla (calls billed to a number other than the one (301) 763-4113,4389 (TDD) Office of Deafness and Communicative Disorders you are calling to or ',om) 330 C Street, S.W. Calls from a hotel o itel Washington, DC 20202 COI from a pay phor only credit card, col .,ct or third (202) 732-1398 (voice/TDD) party calls)

R7 FEDERAL TDD DIRECTORY

Department of Labor Federal Nuclear Regulatory Tennessee Valley 200 Constitution Avenue, N.W. Communications Commission Authority Washington, DC 20210 Commission Washington, DC 20555 400 West Summit Hill Drive 1919 M Street, N.W. (202) 492-4626 (voice/TDD) Knoxville. TN 37902 Office of Civil Flights Washington, DC 20554 1 (800) 362-9250 (202) 523-7090 (voice/TDD) (202) 632-699.: (voice/TDD) Office of Personnel (toll free TDD in Tennessee) Management 1 (800) 251-9342 Department of the Navy Federal Deposit 1900 E Street, N.W. (toll free TDD outside Tennessee) Civilian Personnel Office Insurance Corporation Washington, DC 20415 Washington, DC 20376 1776 F Street, N.W United States House Personnel (202) 692-2658 (TDD) Washington, DC 20429 of Representatives (202) 632-f 513 (voice/TDD) (202) 898-3537 (voic.'TDD) Washington, DC 20215 Department of State 1 (800) 424-5458 Equal Employment (202) 225-1904 (MD) 2201 C Street N.W. /toll free voice/TDD) Opportunity Division Washington,' C 26520 (2C7.) 632-6272 (voice/TDD) United States Federal Reserve Board Information A)ency Personnel Office 20th and C Streets, N.W. Job !rformation Center 301 4th Street, S.W. (202) 647-7256 (TDD) Washington, DC 20551 (202) 653-9260 (voice/TDD) Washington, DC 20547 (202) 452-3544 (MD) (202) 485-7157 (voice MD) Department of President's Committee Transportation Federal Trade on Employment of United States National Highway Traffic Commission the Hk.adicapped Posts! Service 6th and Pennsylvania Ave., N.W. Safety Administration 1111 20th Street, N.W. 475 CEnfant Plaza West, S.W. Washington, DC 20580 400 7th Street, S.W. Washington, DC 20036 Washington, DC 20260 Washington, DC 20590 (20:: 523-3638 (voice/TDD) (202) 653-5050 (MD) (202) 268-2310 (MD) (202) 366-2613 (voire/TDD) Interstate Commerce Securities and United States Senate Department of Commission Exchange Commission Constitution Avenue and Washington, DC 20510 the Treasury 450 Fifth Street, N.W. (202) 224-4049, 4075 (MD) 12th Street, N.W. Washington, DC 20549 Telecommunications Center Washington, DC 20011 (202) 272-2552 (voice/TDD) 15th Street and (202) 275-1721 (TDD) Veterans Administration Pennsylvania Avenue, N.W. Small B. iiness 810 Vermont Avenue, N.W. Washington, DC 20220 Library of uongress Administration Washington, DC 20420 (202) 566-2673 (MD) 1st Street and Personnel Office 1725 Eye Street, N.W. (202) 233-.1319 tvoice/TDD) Independence Avenue, S.E. Washington, DC 20416 Bureau oi the Public Debt Washington, DC 20540 (202) 653-7562 (voice/TDD) 13th and C Streets, S.W (E02) 287-6200 (MD) Architectural and Washington, DC 20590 Smithsonian Institution Transportation Barriers (202) 287-4097 (MD) Merit Systems Compliance Board Protection Board Special Education Program (202) 233-3248 (voic 'TDD) Internal Revenue Service 1120 Vermont AvenuJ, N.W. Washington, DC 20560 1111 Constitution Avenue, rtAf. Washington, DC 20419 (202) 357-1696 (MD) Washington, DC 20224 (202) 653-8 96 (voice/TDD; 1 (800) 382-4059 (toll free TDD in Indiana) National Aeronautics Books for 1 (800) 428-4732 and Space Blind and Physically Handicapped Persons (toll free TDD outside Indiana) Administration The Library of Congress has a free reading program for Environmental 400 Maryland Avenue, S.W. blind and physically handicapped individuals Books, Washington, DC 20546 magazines, and other publications are available in Braille Protection Agenry and/or audio recordings to persons who cannot hold a ook 401 M Street, S.W. Personnel Office or see to read regular print. Washington, DC 20460 (202) 426-1436 (MD) Special playback equipment is available on loan from (202) 382-4565 (voice/MD) the Library of Congress. Cassettes and records can be Greenbelt Personnel f'ffice ordered from about 160 cooperating libraries Anyone who is Equal Employment (301) 286-7918 (voice/TG')) medically certified as unaole to hold a book, who is unable Opportunity to or read ordinary print because of a vis'ial handicap, may Commission lational Archives and borrow and return these materials, postage-free. For more 2401 E Street, N.W. Records Service information, send name and address to: Washington, DC 20507 8th and Pennsylvania Ave., N.W. National Library Service for the (202) 634-765, 7057, (MD) Washington, DC 20408 Blind and Physically Handicapped (202) 523-0774 (MG, The Library of Congress Executive Officr vrshington, DC 20.:.42 of the PresidP-. National Council on the Handicapped Recorc for the Blind (RFB) is a national, non-profit The White House service orgy ..zatiol that provides free cassettes of 800 Independence Ave., S.W educational textbooks to persons with medically certified 1600 Pennsylvania Ave., N.W. Suite 814 ght impairments. 7,ie RFB also offers a collection of Washington, DC 20500 Washington, DC 20591 cassettes featuring consumer publications provided by the (202) 456-6213 (voice/TDD) (202) 267-3232 (MD) Federal government. For more information and an application, contact: Student Service; -CI Recording for the Blind, Inc. 20 Roszel Road Princeton, NJ 08540 (609) 452-0606 (300) 221-4792 (to'; free outside New Jersey)

82 R8 Index

This alphabetical index will help you find the right organization to contact abo,. ,our complaint. First look for the specific topicsuch as Automotiles. Under this topic heading will be one or more'. -ntacts followed by the Handbookpage number(s), where you will find an address and/or telephone number for each contact. Sometimes you will be directed to SEE another entry for a list of contacts SEE ALSO references direct you to other topics that may be related to your problem and helpyou locate the right contact. This index also lists all sections in the Handbook. VON fis

Advertising (fraudulent and deceptive Antic. ust Automobiles Continued practices). Department of Justices, Antitrust lemon laws National Advertising Divisio.1, Council of Division 77 State and Lo:-: 1:onsumer Protection Better Business Bureaus 43 Federal Trade Commission 79 Offices 45 Federal Trade Commission 79 Apartments. SEE ALSO Hcusing odometer tampering and fraud State and Local Consumer Protection Auto Safety Hotline 78 Offices 45 State and Local Consumer Protection Offices 45 State and Local Consumer Protection Aging. SEE ALSO Health, Housing, Offices 45 Medicaid; Medicare, Medigap Appliances pedestrian safety Amencan Health Care Association 42 dispute resolution National Highway Traffic Safety Federal TDD Directory 81 Major Appliance Consumer Action Administration 78 Soci.I Security Administraton 77 Panel (MACAP) 43 recalls State Agencies on Aging 59 energy efficiency labeling National Highway Traffic Safety Federal Trade Commission 79 Administration 78 Agricultural information. SEE Farm safety repairs programs Product Safety Hotline 76 American Automobile Association (for MA certified repair shops) 42 Agricultural Marketing Service 76 Arbitration. SEE ALSO specific industries BBB AUTO LINE 42 and products Agriculture, Departmente76 Eubie Smart Tip 38 American Arbitration Association 42 National Tire Dealers and Retreaderg Aid to Families with Dependent Children ite and Locai Consumer Protects n Association 44 (AFDC)-check loc.al telephone Of, -es 45 State and Local Consumer Protection directory for public welfare or Trade Associations and Third-Party Offices 45 social services office Dispute Resolution Programs 42 AIDS Hotline 77 Asbestos Hotline 79 Auto Safety Hotline 74 used Air pollution Associations (professional and trade) Environmental Fsection Agency 79 Eubie Smart Tip 30 Trade Associatio3 and Third-Party Federal Trade Commission 79 Aircraft (air freight, traffic contiol, low- Dispute Resolutions Programs 42 State and Local Consumer Protection flying, noise standards, s- 59ty) Auto Safety Hotline 78 Offices 45 Federal Aviation Administration 78 Automobile Manufacturers 31 Bankruptcy Airlines check,cal telepl one directory for Department of Transportation, Office Autc nobiles i".:,..nkruptcy L-ourt clerk of Intergovernmental arid adv--'sing Consumer Affairs 78 V,....eral Trade Commissirn 79 Banks. Banks are regulated by me or more Eubie Smart Tip 44 State and Local Consurim Protectiun of the following. Check the lii*ernational Airline Passengers Offices 45 descriptions in the Selected Federal Association 43 dispute resolution Agencies section to determine which American Automobile Association 42 agency(ies) to contact. Alcoholic beverages Automobile Manufacturers 31 Comptroller of the Currency 78 abuse Automotive Consumer Action Federal Deposit Insurance National Health Information Censer 77 Corporation 79 Program (AUTOCAP) 42 labeling and ingredients BBB AUTO LINE 42 Federal Home Loan Bank Board 79 Bureau of Alcohol, Tobacco and Federal Reserve System 79 Chrysler Customer Arbitration Firearms 78 State Banking Authorities 61 Board 43 BBB AUTO LINE 42 Aliens Ford Consumer Appeals Board 43 Immigration and Naturalization BBB National Consumer Arbstra.r State and Local Consumer Protection Program 42 Service 77 Offices 45 Better Business Bureaus. 39 Amateur radio (licenses and information) emissirm standards SEE ALSO BBB Auto Line; Council of Federal Communications Commission 79 nvironmental Protection Age, 4, Public Information C, iter 79 Better Business Bureaus Ambulances fuel economy standards bicycle safety American Ambulance Association 42 National Highway Traffic Safety F -oduct Safety Hotline 76 State and LocConsumer Protection Administration 78 Offices 45 fuel economy testing and labeling Bilingual education Environmental Protection Agency, National Clearinghouse on Bilingual American Indians Education Hotline 76 Bureau of Indian Affairs 77 Public Information Center 79 imported auto standards Bill collection Animal care and veterinary servic, National Highway Traffic Safety American Collectors Association 42 Animal Care Staff 76 Admiiveration 78 rederal Trade Commission 79 humane societies-check local U.S. Customs Service 78 State and Local Consuraer Protection telephone directory information stickers on new cars Comes 45 quarantir.e Frderal Trade Commission 79 Animal Care Staff 76 insurance Black lung benefits State and Local Consumer Protection Insurance Information Institute 43 Mine Safety and Health Offices 45 State and Lncal Conseitier Protection Administration 78 veterinary drugs Offices 45 Blind. SEE ALSO Disabled/Har.dicapped Food a "4 Drug A./ministration 77 atr Insurance Regulators 63 books for 82 83 R9 INDEX

Boating Citizenship applications Consumer complaints -- Continued recalls, safety Immigration and Natuialization State and Local Consumer Protection Boating Safety Hotline 78 Service 77 Offices 45 Office of Boating, Public and Civil r.-;hts SEE ALSO Discrimination Third-Party Dispute Resolution Consumer Affairs 78 Commission on Civil Rights 76 Programs 42 Bonds. SEE Investments; Stocks and Department of Health and Human Consumer iiiro.,nation bonds Services, Office for Civil Rights 77 Consumer Info-mation Center 76 Department of Justice, Civil Rights Broadcasting Federal Information Centers 75 Division 77 Federal Communica,..ms Commission 79 e,elected Federal Agencies 76 Clearinghouse on the Handicapped 76 State and Local Consumer Protection Brokers (stocks and bonds) Offices 45 National Association of Securities Clothing Dealers, Inc. 44 American Apparel Manufacturers Consumer Information Center 76 Securities and Exchange Association Consumer Product Safety Commission 76 Commission 80 care labeling Federal Trade CA.:mission 79 Consumer protection offices Bureau of Alcohol, Tobacco and children's sleepwear State, County and City Government Firearms 79 (flammability standards) Consumer Protection Offices 45 Bureau of the Census 76 Product Safety Hotline 76 Contract^. Bureau of Engraving and Printing 78 Coins Eubie 4ma Tip 60 U.S. Mint 78 State and Local 2onsumer Protection Bureau of Indian Affairs 71 Offices 45 Bureau of Labor-Management Re lat.ons Collection agencies Cooperative Extension Service 76 and Coe'native Programs 78 American Collectors Association 42 Federal Trade Commission 79 Coordinator of Consumer Affairs, Bureau of Land Management 77 State and Local Consumer Protection Department of Labor 78 Bureau of the Public Debt 78 Offices 45 corporate Consumer Contacts 7 Buses (baggage, rates, and service) Commerce, Department of 76 Correspondence schools. SEE Home study Interstate Commerce Commission 80 Commissaries :heck with your State and Local Military Commissary and Exchange Cosmetics (,ebeling and safety) Consumer Protection Offices for Contacts 73 Food and Drug Administration 77 additional contacts Commission or.vil Rights 76 Council of Better Business Bureaus 39 Cable television. SEE Television BBB AUTO LINE 42 Commodity futures and options BBB National Consumer Arbiiration Camera.. and photographic equipment Commodity Futures Trading Program 42 Photo Marketing Association 44 Commission 76 National Advert'sing Divisnn 43 State and Local Consumer Protection National Futures Assc iation Offices 45 Commodity Futures Trading Counterfeit products Cancer Hotline 77 Co. nmission 76 Counterfeit Goods Hotline 79 Eubie Smart Tip 80 Cars SEE Automobiles Common Carrier Bureau 79 Courts (small claims) 6 Cemeteries Communications complaints Federal Communications Commission 79 Credit Cemetery Consumer Service billing Comptrollei of the Currency 78 Council 43 Federal Trade Commission 79 State and Local Consumer Protection Computers collection Offices 45 Electronic InduAnes Association 43 American Collectors Association 42 veterans Federal Trade Cmimission 79 Federal Trade Commissio" 79 Department of Memorial Affairs 80 Conservation State and Local Consumer Protection Census data energy. SEE Energy Offices 45 Bureau of the Census 76 land. SEE Interior Department of the counseling soil. SEE Agriculture, Department of Consumer Credit Counseling Central Reference Branch, National Services 6 Arc, Ives and Records Conservation and Renewable Energy State and Local Consumer Protection Administration 80 Inquiry and Referral Service 7c..: Offices 45 Charitable organizations (reports on) C ,nstruction (home) credit cards Council of Beer Business Bureaus 39 Home Owners Warranty Program 43 bank issued. SEE /LSO Banks National Association of Home Eubie Smart Tip 62 Chemical and oil spills Builders 43 all other cards Chemical Emergency Preparedness State and Local '''.onsumer Protection Eubie Smart Tip 62 Program 79 Offices 45 Federal Trade Commission 79 National Response Center 78 discrimination. SEE ALSO Banks Consumer Advocate, Postal Service 80 Chemical Emergency Preparednes' Federal Tr ,,,de Commission 79 Program 79 Consumer Affairs Administrator, harassment Department of the Interior 77 Chief Postal Inspector 80 Fedora' Trade Commission. 79 Consumer Affairs Staff, Department' repair Child abuse and neglect Education 76 State and Local consumer Protection National Center on Child ',use and Offices 45 Neglect 77 Consumer Assit 'ance and Small Business Office, Federal Communications Credit unions Chad care. SEE Day care Commission 79 National Credit Union Administration JO Child support enforcement Consumer complaints C uise ships. SEE ALSO and tour Office of Child Support Elforcement 77 Corporate Consumer Contacd..; 7 packages; Travt.I Citizens abroE How to Handle You- Own Complaint 2 Eubie Smart Tip 74 Overseas Citilen Services 78 Sample Compla,Letter 3 Federal f itime Commission 79 84 90 INDEX

Currency employment EducationContinued bureau of Engraving and Printing 78 -qua! Employment Opportunity financial aid (federal) Customs Commission 79 Federal Student Financial Aid U S. Customs Service 78 President's Committee on Employment Program 76 of the Handicapped 80 handicapped children Dams and waterways general Department of the Interior, Consumer Clearinghouse on the Handicapped 76 Commission on Civil Rights 76 Affairs Administrator 77 State Vocational and Rehabilitation Department of Justice, Civil Rights Agencies 67 Day care (child and elderly) Division 77 home study discrimination State and Local Consumer Protection Federal Trade Commission 79 Department of Health and Human Offices 45 National Home Study Council 44 Services, Office for Civil Rights 77 health services State and Local Consumer Protection State and Local Consumer Protection Department of Health and Human Offices 45 Offices 45 Services, Office for Civil Rights 77 Indian education Debts. SEE Bankruptcy; Credit hospitals Bureau of Indian Affairs 77 Dentists. SEE I-,-alth care professionals Department of Health and Human school lunch programs Services, Office for Civil Rights 77 check loca' telephon? directory for Department of Medicine and Surgery, housing school board or superintendent of Veterans Administration 80 Office of Fair Housing and Equal schools Department of Memorial Affairs, Veterans Opportunity 77 school :,.;nch program standards Administration 80 lending. SEE Ranks Food and Nutrition Service 76 MedicareiMedicaid Department of Veterans Benefits 80 special education programs Health Care Financing Clearinghouse on the Handicapped 76 Departments of U.S. Government. Administration 77 trade and technical schools SEE ALSO specific departments nursing homes Federal Trade Commission 79 (e.g., Agriculture, Department of) Department of Health and Human National Association of Trade & Selected Federal Agencies 76 Services, Office for Civil Rights 77 Technical &hoots 44 Detergent. SEE Soap social service programs State and Local Consumer Protection Diet programs. SEE Weight loss programs Department of Health and Human Offices 45 Services, Office for Civil Rights 77 teraiis Direct deposit mortgages Department of Veterans Benefits 80 Financial Management Service 78 Office of Fair Housing and Equal Education, Department of 76 Direct marketing Opportunity 77 Elderly. SEE Aging Direct Marketing Association 43 Dispute resolution by third parties ii tie Smart TiG 64 Third-Party Dispute Resolut:nn Electronic funds transfer. SEE ALSO Banks Federal Trade Commission 79 ''rograms 42 Federal Trade Commission 79 State and Local Consumer Protection Financial Management Service 78 Offices 45 Distilled spirits. SEE Alcoholic beverages Ele..tronics, consumer U.S. Postal Servic,, dU Division of Consumer Affairs, Der:artment Electronic Industries Association 43 of Energy 16 Direct selling (door to-door sales) Federal Trade Commission 79 Direct Selling Association 4; Doctors. SEE Healt'l car professionals State and Local Consumer Protection Federal Trade Commission 79 Offices 45 State and Local Consumer Protection Door-to-door sales. SEE Direct selling Offices 45 Drinking water Emergency preparedness. SEE ALSO Disasters Disabled/Handicapped Safe Drinking Water Hotline 79 State Utility Commissions 65 Federal Emergency Management benefits Agency 79 Social Security Administration 77 Drug Enforcement Administration 77 Emergency Preparedness and er'ucation Drugs Response 79 Clearinghouse on the Handicapped 76 illegal Federal TDD Directory 21 Emission co Itrol standards Drug Enforcement Admin: 'ration 77 SEE Automobiles lob training and employmer information, labeling, z )ftlatety inploymeat President's Committee or oployment (prescription and non-prescription) of the Handicapped Food and Drug Administration 77 discrimination Equal Employment Opportunity State Vocational and Reha.mtation Narcotics/Drug Smuggling Hotline 78 Agencies 67 orphan Commission 79 'resident's Committe -%n Employment veterans National Health information Center 77 Department of Veterans Benefits 80 veterinary of the Handicapno 80 State Vocational and Rehabilitation Food and Drug Administration 77 health benefits Agencies 67 Pension and Welfare Oenefits Dry cleaning Administration 78 Disasters (natural) State and Local Consumer Protection labor disputes Federal Emergency Management Offices 45 American Arbitration Association 42 Agency 79 Education National Labor Relations Board 80 National Weather Sen,ice 76 bilingual relocation, training, and assistance U.S. Geological Sul -ey 77 National Clearinghouse on Bilingual Employment and Training Discrimination Education Hotline 76 Administration 78 credit. SEE ALSO Banks federal programs State Vocational and Rehabilitatio 1 rzderal Trade Commission 79 Department of Educ: 'ion, Consumer Agencies 67 day care Affairs Staff 73 unfair labor practices Department of Health and Human Department of Education, Office of Employment Standards Services, Office for Civil Rights 77 P.ib lic Affairs 76 Administration 78 91 85 INDEX

EmploymentContinued Resource Conservation and Recovery Federal Home Loan Bank Board 79 Act (RCRA)/Superfiind Hotline 79 National Labor Relations Board 80 Federal Information Centers 75 veterans Safe Drinking Water Hotline 79 Office of Assistant Secretary for Toxic Substances Control Act Federal Insurance Administration, Federal %'eterans' Employment and Assistance Information Service 79 Emerg mcy Management Agency ".'9 information 'veining 78 Federal Maritime Commission 79 wage issues (minir im and overtime) Environmental Protection Agency, Employment Standards Public Information Center 79 Federal notices ano regulations Administration 78 program fraud, waste or abuse Federal Register, National Archives workers' compensation Environmental Protection Agency, a 1 F:icords Adminisq-"ion 80 Inspector General's Whistle Employment Standards Federal property Administrat'in 78 Blower Hotline 79 monuments, parks workplace n, ;nomic changes Environmental Protection Agency 79 National Park Service 77 Employniint Standards Equal employment opportunity surplus sales Administr ion 78 General Services Admini3tration 79 workplace safes Equal Employment Opportunity Employment Standards Commission 79 Federal Railroad Administration 78 President's Committee on Employment Administration 79 Federal Register 80 Occupational Safety and Health of the Handicapped 80 Administration 78 Eubie Smart Tips Federal Reserve System 79 workplace technological changes Airline Passenger Tips 44 Federal Student Financial Aid Program 76 Employment Standards Auto Repairs 38 Administration 78 Choosing Long Distance Service 30 Federal TDD Directory 81 Contracts 60 Employment agencies Federal Trade Commission 79 Counterfeit Products 80 Federal Tra Commission 79 Credit Ca1ds 62 Financial aid to students National As./' '-ition of Personnel First Things Firs' -, Federal Student Financial Aid Consults.. 44 Health Fraud 41 Program 76 State and Local Consumer Protection Home Imp :- vements 58 Offices 45 Financial Management Service 78 Mail Order 64 Employment and Training Administration 78 Telephone Solicitations 75 Fire insurance Teleshopping 70 State Insurance Regulators 63 Employment Standards Administration 78 Used ..-s 30 Fire prevention Energy Vacation Certificates and Travel indoors alternative fuels Clubs 74 Product Safety Hotline 76 Office of Conservation and Renewable Warranties/Guarantees 57 outdoors Energy 76 Exchang3 ^"rvices U.S Fire Administration 79 check local telephone directory for Military Commissary and Exchange state energy conservation office Firearms Contacts 73 Bureau of Alcohol, Tobacco and conservation Explosives Firearms 73 Conservation and Renewable Energy Bureau of Alcohol, Tobacco and Inquiry and Referral Service 76 Fireworks Firearms /8 National Appropriate Technology Product Safety Hotline 76 Assistance Service 76 Fabrics. SEE ALSO Clothing State and Local Consumer Protection Office of Conservation and Renewable American Textile Manufacterers Offices 45 Energy 7:: Institute 42 costs and billing content labeling Fish and seafood Department cc Energy, Division of Federal Trarle Commission 79 fishirr U.S. Fish and Wildlife Service 77 Consumer Affairs 76 Family records inspection Slate Utility Commissions 65 National Archives and Records National Marine Fisheries Servic a 76 efficiency labeling Administration 80 management Conservation and Renewable Energy Inquiry and Referral oervice 7e Farm programs U.S. Fish and Wildl 1 Service 77 nutrition information and recipes Federal Trade Commission 79 farm loans National Marine Fisheries Service 76 regulation Farmers Home Administration 76 fraud, waste or abuse State Utility Commissior s 65 Fitness. SEE Health renewable and solar Department of Agriculture, Inspector Flammable fabrics SEE Clothing; Fab' : Conservation and Renewable Energy General's Hotline 76 information Inquiry and Referral Service 76 Flood insJran,%e Cooperative E tension Service 76 National Appropriate Tecnnology F.:dere! Insurance Administration 79 Department of Agriculture, Office of Assistance Service 76 Information 76 Food and Drug Administration 77 Tennessee Valley Authrrity 80 weatherization ass:stance Farmers Home Administration 76 Food and nutrition (Vice of Conservation and Renewable Federal agencies assistance programs energy 76 Federal Information Centers 75 Food and Nutrition Service 76 fish and seafood Energy, De ;rtment of 76 Federal TDD Directory 81 Selected Federal Agencies 76 National Marine Fisheries Service 76 Environm.nt fraud, waste or abuse Federal Aviation Adr inistration 78 hazards Department of Agriculture, Inspector Asbestos Hotline 79 Federal Bureau of Investigation 77 General's Hs, ire 76 Chemical Emergency Preparedness Federal Communications Commission 79 grading and inspection Program Hotline 79 Agricultural Marketing Service 76 National Pesticides Federal Deposit Insurance Corporation 79 packaging, labe'ing, quality, and safety Telecommi nications Network 79 Federal Emergency Management (r-ept meat and poultry) National Responsr, Center 78 Agency 79 Food and Drug Administration 77 86 92 INDEX

Food and Nutrition -Continued Gasoline pumps Health-Continued Food stamps SEE Weights and measures Job health and safety Food and Nutrition Service 76 Occupational Safety and Healtn check local telephone directory Genealogy National Archives and Records Administration 78 for public welfare or social medical devices Administration 80 services office Food and Drug Aoministration 77 meat and poultry labeling, quality, and General Services Administration 79 medical records safety State and Local Consumer Protection Government checks Food Safety and Inspection Service 76 Offices 45 Financial Management Service 78 Meat and Poultry Hotline 76 Medicare/Medicaid nutrition labeling Government Printing Office 79 Health Care Financing Food and Drug Administration 77 Administration 77 Government publications Human Nutrition Information Social Security Administration 77 Service 76 Consumer Information Center 76 med'cine (pres,;ription and over-the- school lunch program Government Printing 'MI 1 79 counter) check local telephone directory for National Archives and Records Food and Drug Administration 77 school board or superintendent of Administration, Publications patient education schools Services 80 Food and Drug Administration 77 school lunch program standards Selected Federal Agencies 76 preferred provider organizations (PPOs) Food and Nutrition Service 76 Guarantees. SEE Warranties/Guarantees Office of Prepaid Health Care 77 tampering prescription drugs Federal Bureau of Invr,qtigation 77 I ,andicapped. SEC Disabled/Handicapped Food and Drug Administration 77 Food and Drug Administiation 77 Hazardous products rare diseases turkey Product Safety 1-1r-.:ine 76 National Health Info, ,ation Center 77 Food Safety and Inspection Service 76 services for the disab'ed National Turkey Federation 44 Hazardous substance spills and waste Federal TDD Directory 81 Food and Nutrition Service 76 Chemical Emergency Preparedness State Vocational and Rehabilitation Program Hotlire 79 Agencies 67 Food Safety and Inspection Service 76 National Pesticic es Telecomm nications surgery Food stamps Network 79 Second Surgical Opinion Program 77 Food and Nutrition Service 76 Na'ional R.-poi se Center 78 veterans check local telephone directory .",or public Resuurce '3onservation and Recovery Veterans' Administration, Department welfare or social services office Act (RCAA)/Superfund Fit, ,ne 79 of Medicine and Surgery 00 Safe Drinking Water Hotline 79 Foreign countries Toxic Substances Control AC Assir'ance Health and Human Service; Department U.S. citizens' problems abroad Overseas Information Service 79 of 77 Citizen Services 78 Franchises/Business opportunities Health Health Care Financing Administration 77 AIDS Hotline 77 Better Business Bureaus 39 Health care professionals (doctors, ambulances. Zti,E Ambulances Federal Trade Commission 79 dentists, nurses, technicians, Cancer Hotline 77 State and Local Cr ,.,umer Protection therapists) discrimination in services Offices 45 Occupational and Professional Department of Health and Human Licensing Boar...3 5 Fraudulent advertising. SEE Advertising Services, Office for Civil Rights 77 State and Local Consumer Protection doctors. SEE '4ealth care professionals Freight. SEE specific forms of Offices 45 transportation (e.g. Railroads) elderly. SEE Aging employee benefits Fuel economy Health insurance. SEE Insurance standards Pension and Welfare Benefits Administration 78 Hearing aids National Highway Traffic Safety exercise and fitness Federal Trade Commission 7:1 Alministration 78 Food and Drug Administratior, 77 testing -,io labeling National Health Information Center 77 President's Council on Physical State and Local Consumer Protection Environmental Protection Agency, Fitness and Sports 77 Offices 45 Public Information Center 79 fraud ' ,arirg impairment. Funerals Eubie Smart Tip 41 ::.E ALSO Disabled/Handicapped; Cemetery Consumer Service Council 43 Federal Trade Commission 79 Hearing aids Deoartment of Memorial Affairs 80 Food and Drug Administration 77 Better Hearing Institute Federal Trade Commission 79 State and Local Consumer Protection Federal TDD Directory 81 Funeral Service Consumer Action Offices 45 Hearing Industries Association 43 Program (ThanaCAP) 43 health maintenance organizations Monument Builders of North (HMIs) Heating fuel America 43 Office of Prepaid Health Caie 77 information State and Local Consumer Protection health spas Department of Energy 76 Offices 45 Federal Trade Commission 79 safety Furniture State and Local Consumer Protection Product Safety Hotline 76 manufactuiing defects Offices 45 Hill-Burton Free Hospital Care Hotline 77 Furniture Inductry Consumer Action hospital care for the indigent Panel (FICAP) 43 Hill-Burton Free Hospital Care Historic sites (national) safety Hotline 77 National Park Service 77 hospital certification Product Safety Hotline 76 Historical documents Health Standards and rluality Futures. SEE Commodity futures and National Archives and Re s Bureau 77 options Administration 80 information Gardening National Health Information Center 77 Home builders Department of Agriculture, Office of insurance disputes National Association of Home Information 76 State Insurance Regulators 63 Builders 44 93 87 INDEX

Home equity loans. SEE ALSO Banks HousingContinued InsuranceContinued Federal Home Loan Bank Board 79 oiscrimination State Insurance Regulators 63 Office of Fair Housing and Equal 'office of Fair Housing and Equal flood Opportunity 77 Opportunity 77 Federal Emergency Management manufactured and mobile homes Agency 79 Home improvement loans. Manufactured Housing and health and life SEE ALSO Banks Co^struction Standards American Council of Life discrimination Division 77 Insurance/Health Insurance Office of Fair Housing and Equal rehabilitation loans Association of America 42 Opportunity 77 Office of Urban Rehabilitation 77 State and Local Consumer Protection insurance Offices 45 Ht. Aing anu Urban Development, Title I Insurance Division 77 State Insurance Regulators 63 Department of 77 Home improvements/remodeling loan Eubie Smart Tip 58 Housing loans. SEE Home mortgages Title I Insurance Division 77 National Association of Home mortgage How to be a Smart Consumer 1 Builders 44 Home Owners Warranty Program 43 State and Local Consumer Protection How to Get the Most for Your Money and Insurance Information Institute 43 Offices 45 Avoid Purchasing Problems 1 Office of Single Family Housing 77 State Insure .3 Regulators 63 Home mortgages. SEE ALSO Banks How to Handle Your Own Complaint 2 property and casualty discrimination Human Nutrition Information Service 76 Insurance Information Institute 43 Office of Fair Housing and Equal State Insurance Regulators 63 Opportunity 77 Humane societies unempioyment Federal Home Loan Bank Board 79 check local telephone directory for Employment and Training FHA Mortgages nearest location Administration 78 Office of Single Family Hous 77 State and Local Consumer Protection veterans life inrurance insurance Offices 45 Department of Veterans Benefits 80 Office of Single Family Housing 77 Home Owners Warranty Program 43 Hunting Interference (radio, telephone, and Insurance Information Institute 43 National Park Service 77 television) State Inswance Regulators 63 U S. Fish and Wildlife Service 77 Federal Communications Commission 79 Home study Immigration and Naturalization Service 77 Interior, Department of the 77 Department of Education, Consumer Immunizatio is Affairs Staff 76 foreign travel Internal Revenue Service 78 National Home Study Council 44 Overseas Citizen Services 78 International mail (duty assessment) State and Local Consumer Protection safety US. Customs Service 78 Offices 45 Food ana Drug Administration 77 Interstate Commerce Commission 80 stuoents Homeowners insurance check local telephone directory for Interstate Land Sales riegisttation 77 Home Owners Warranty Program 43 school board t.,r superintendent of Insurance Information Institute 43 Investments. SEE ALSO Commodity schools State Insurar^e Regulators 63 futures and options; Securities; Stocks Imported goods. SEE ALSO specific goods and bonds Hc, vitals (i.e., Automobiles) Federal Trade Commission 79 certification counterfeit Securities and Exchange Health Standards and Quality Eubie Sr- la Tip 80 Commission 80 Bureau 77 U.S. Customs Service 78 State and Local Consumer Protection discrimination other Offices 45 Department of Health and Human Fed Trade Commission 79 Job assistance, Training, Health and Safety. Services, Office for Civil Rights 77 SEE Employment; Labor, Department of Indians Hotels and motel^ Bureau of Indian Affairs 77 Justice, Department of 77 An-nrican Hotel and Motel Associate n 42 Indigent hospital care Labeling and packaging. SEE ALSO Hotlines (federal) Hill-Burton Free Hospital Care IAline 77 Appliances; Clothing; Cosmetics; Drugs, AIDS Hotline 77 Energy; Fabrics; Food and nutrition Asbestos Hotline 79 Indoor air quality Federal Trade Commission 79 Auto Safety Hotline 78 Environmental Protection Agency Pubic Product Safety Hotline 76 Boating Safety Hotline 78 Inform!' in Center 79 Lrbor, Department of 78 Cancer Hotline 77 In-home salts. SE2 Direct Jelling Chemical Emergency Preparedness Labor unions Program Hotline 79 Inspector General's Hotlines (federal constitutions and by-laws, elections, and Counterfeit Goods Hotline 78 agencies) financial reports Inspector General's Hotlines. Department of Age iculture 76 Office of Labor-Management SEE Inspector General's Hotlines Environmental Protection e-tgency, Standards 78 Meat and Poultry Hotline 76 Whistle Blower Hotline 79 labor-management programs Narcotics/Drug Smuggling Hotline 78 Department of Health and Human Bureau of Labor-Management National Clearingnouse on Bilingual Services 77 Relations and Cooperative Education Hotline 76 Programs 78 Product Safety hotline 76 Insurance member rights Resource Conser"ation and Recovery automobile SEE Automobiles Office of Labor-Management Act (RCRA)/Superfund Hotline 79 business Standards 78 Safe Drinking Water Hotline 79 Insurance Information Institute 43 dispute resolution Land sales (interstate) Housing. SEE ALSO Home equity loans; American Arbitration Association 42 Interstate Land Sales Registration 77 norm improvemnit loans; Home BBB National Consumer Arbitration Lawns improvements; H )rri., mortgages Program 42 Cooperative Extension Service 76 88 INDEX

Lawyers Mass Media Bureau 79 Mine Safety and Health Administration 78 Major Sources of Help, Private Mass transit Lawyers 6 Minerals State and Local Consumer Protection Department of the Interior, Consumer check with your State and Local Offices 45 Consumer Protection Office Affairs Administra'or 77 for additional contacts Measurenne, Min.mum wage SEE Weights and Measures Leasing Employment Standards Federal Trade Commission 79 Meat and poultry. SEE Food and nutrition Administration 78 Legal aid/services Meat and Poultry Hotline 76 Mobile homes Legal Aid and Legal Services 6 Medals (national) Manufactured Housing and Construction check with your State and Local U.S Mint 78 Standards Division 77 Consumer Protection Office Medicaid Money-back guarantees SEE for additional contacts complaints Warranties/Guarantees Licensing boards Social Security Administration 77 Money market funds. SEE Investments (occupational and professional) discrimination Occupational and Professional Licensing Health Care Financing Monuments Boards 5 Administration 77 cemetery State and Local Consumer Protection fraud Monument Builders of North Offices 45 Department of Health and Human America 43 Life insurance SEE Insurance Services, Inspector General's national Hotline 77 National Park Service 77 Limited partnerships hospital and nursing home certification Mortgages. SEE Home mortgages Securities and Exchange Commission 60 I-!?alth Standards and Quality Liquor SEE Alcoholic beverages Bureau 77 Motels. SEE Hotels and motels Lcans SEE ALSO Banks; Credit; Home policy information Motor vehicles. SEE Automobiles equity loans; Home improvement Health Care Financing Moving and storage companies loans; Home mortgages Administration 77 discrimination Medical care SEE Ambulances; Health; interstate (between states) Interstate Commerce Commission 80 Comptroller of the Currency 78 Health care professionals State and Local Consumer Protection Federal Deposit Insurance Medical devices Offices 45 Corporation 79 Food and Drug Administration 77 intrastate (inside the state) Federal Home Loan Bank Board 79 State Utility Commission 65 Federal Reserve System 79 Medical doctors. SEE Health care State and Local Consumer Protection Office of Fair Housing and Equal professionals Offices 45 Opportunity 77 Medical records farm State and Local Consumer Protection Mutual funds SEE Investments, StocKs Farmers Home Administration 76 Offices 45 and bonds FHA mortgages Medicare Narcotics SEE Drugs Office of Single Family Housing 77 complaints, general FmHA insured Social Security Administration 77 Narcotics/Drug Smuggling Hotline 78 Farmers Home Administration 76 discrimination National Archives cmc . iecords insurance. SEE Insurance Health Care Financing Administration 80 neighborhood commercial property Administration 77 investment eligible PPOs National Bureau of Standards 76 Office of Urban Rehabilitation 77 Office of Prepaid Health Care 77 National Canter on Child Abuse and settlement costs fraud Neglect 77 Office of Single Family Housing 77 Office of Prepaid Health Care 77 small business hospital and nursing home certification National Clearinghouse on Bilingual Education Hotline 76 Small Business Administration 80 Health Standards and Quality Long-term health care. SEE ALSO Aging; Bureau 77 National Credit Union Administration 80 Health; Nursing homes policy information National Health Information Center 77 American Health Care Association 42 Health Care Financing Magazine subscriptions Administration 77 National Highway Traffic Safety Magazine Publishers Association 43 Medicines. SEE Dugs; Heath Administration 78 Publishers Clearing House 24 Medigap National Labor Relations Board 80 State and Local Consumer Protection American Council of Life National Marine Fisheries Service 76 Offices 45 Insurance/Health Insurance Subscription Research Section 80 Associatior of America 42 National Park Service 77 Mail fraud and misrepresentation Health Care Financinr National Pesticides Telecommunications U.S. Postal Service 80 Administration "7 Network 79 Mail order. SEE Direct marketing State and Local Consumer Protection Offices 45 National Runaway Syv,:nboard 77 Mail service. SEE ALSO Post offices/Postal Metric system !'Jational Weather Service 76 service; U.S. rot4tal Service Office of Metric Programs 76 mail preference service (adding or Natural resources. SEE Resource removing names from mailing lists) Military services SEE ALSO Veterans conservation; specific resources Military Commissary and Exchange Direct Marketing Association 43 Naturalization Contacts 73 Major Sources of Help 4 Immigration and Naturalization Mine safety Manufactured Housing and Construction Service 77 Department of the Interior Consumer Standards Division 77 Affairs Administrator 77 Noise level standards for aircraft. Maps Mire Safety and Health SEE A;raft U.S. Geological Survey 77 Administration 78 Nuclear Regulatory Comnniss:on 80 9 5 89 INDEX

Nursing homes Ovenime pay Private schools American Health Care Association 42 Employment Standards check with yoJr State and Local certification Administration 78 Consumer Protection Office for Health Care Financing contacts Package tours SEE Travel; Tours and tour Administration 77 packages, Vacatio:. packages Health Standards and Quality Product quality Bureau 77 Parks (national) Department of Commerce, Office oi discrimination Nation& Park Service 77 Consumer Affairs 76 Deoartment of Health and Human Passport Services 78 Services, Office for Civil Rights 77 Product safety SEE ALSO Safety information Patent and Trademark Office 76 Product Safety Hotline 76 American Health Care Association 42 Pension and Welfare Benefits State and Local Consumer Protection Pu:)lic Information Center, Environmental Administration 78 Offices 45 Protecticn Agency 79 Veterans' Administration 80 Pension Benefit Guaranty Corporation 80 Public lands Nutrition. SEE Food and nutrition Pension insurance Bureau of Land Management 77 Occupational and professional kens g Pension Benefit Guaranty Corporation 80 P the school; boards Pension plans check local telephone directory for local Major Sources of Help 4 Pension and Welfare Benefits school hoard or superintendent of State and Local Consumer Protection Administration 78 schorlls Offices 45 Pension Benefit Guaranty Corporation 80 Occupational Safety and Health Public transportation Administration 78 Personnel consultants SEE Employment check with your State and Local Ocean freight agencies Consumer Protection Offices for c 'Meets Federal Maritime Commission 79 Pesticides Odometer tampering and fraud. National Pesticides Tele:ommunicatioiis Publications Services, National Archives SEE Automobiles Network 79 and Records Administration 80 Office for Civil Rights, Department of Pets. SEE Animal care and veterinary Health anct Human Services 77 services Publications Service Section, Govei nment Printing Office 79 Office of Child Support Enforcemem 17 Pharmaceuticals SEE Drugs Office of Consumer Affairs, Department of Pharmacies Pyramid schemes Commerce 76 State and Local Consumer Protection Federal Trade Commission 79 Offices 45 State and Local Consumer Protection Office of Disaster Assistance Programs 79 Offices 45 Office of Fair Housing and Equal Photo finishing SEE Cameras and Opportunity 77 Photographic equipment Quarantine of animals SEE Animals Office of Informal Inquiries ana Complaints, Physical fitness SEE Health Federal Maritime Commission 79 Physical handicaps. Radio (citizen and amateur) Office of Information, Department SEE llisabled/Handicapped Federal Communications Agriculture 76 Physicians SEE Health care professionals r;ommission 79 Office of Intergovernmeinal and Consumer Poisoning Radio/Television broadcas.g. Affairs, Department of Transportation 78 National Pesticides Telecomm..nications SEE Broadcasting. Interference, Political Office of Labor-Management Standards 78 Network 79 advertising; Radio; Televison Office of Metric Programs 70 Political advertising Radioactive materials Officef Prepaid Health Care 77 Federal Commun:cations Nuclear Regulatory Commission 80 Commission 79 Office of Public Affairs, Department of Radiological produc Education 76 Pc,Ilut,en Environmental Protection Agency 79 Food and Drug Administration 77 Office of Public Affairs, Environmental PiJtection Agency 79 Post offices/Postal service Railroad Retirement Board 80 closing appeals Office of Public Affairs, Veterans Postal Rate Commission 80 Railroads Administration 80 complaints (including mail fraud) employee benefits Office of Scientific and Technic& U S Postal Service 80 Railroad Retirement Board 80 Information, Department of Energy 76 postal rates hazardous freight and cargo/safety Postal Rate Commission 60 Office of Single Family Housing 77 Federal Railroad Administration 78 Poultry. SEE Focd .nd nutrition rates, eeivice, and claims Office of the Assistant Secretary for Interstate Commerce Commission 80 Veterans' Employment and Training 78 Power plants Office of the Consumer Adviser, electric Real estate Department of Agriculture 76 Edison Electric Institute 43 interstate State Utility Commissions 65 Interstate Land Sales 77 Office of Urban Rehabilitation 77 nuclear practices and settlement procedures Oil resources Nuclear Regulatory Commission 80 Office of Single Family Housing Y7 Department of Energy 76 State Utility Commissions 65 State and Local Consumer Protection Offices 45 Department of the Interior 77 President's Committee on Employment of the Handicapped 80 Oil spills Recalls. Sr.E Automobiles, Boating National Response Center 78 President's Cocncil on Phys.cal Fitness other consumer products Overseas Citizen Services 78 and Sports 77 Product Safety Hotline 76 90 INDEX

Rehabilitation Securities Stocks and bondsContinue d urban housing dispute resolution regulation Office of Urban Renabilitation 77 National Association of Securities Securities and Exchange vocational Dealers, Inc. 44 Commission 80 Federal TDD Directory 81 information/regulation State Vocational and Rehabilitation Securities and Exchange Student aid Federal Student Financia: Aid Agencies 67 Commission 80 Program 76 Remodeling. SEE Home in.,'"ovements Securities and Exchange Commission 80 Subscription Research Section, Renewable energy. SEE Energy Selected Federal Agencies 76 Government Printing Office 79 Rent control Senior citizens. SEE Aging Supermarket scales check with your State and Local Services for the disabled. Consumer Protection Office for State Weights and Measures SEE Disabled/Hand:sapped Offices 71 contacts Single family housing. SEE Housing Repairs and repair facilities Supplemental Security Income (SSI) automobiles. SEE Automobiles Sleepwear. SEE Clothing Social Security Adniinistration 77 other products Small Business Administration 80 Surgery. SEE Health; Health care State and Local Consumer Protection professionals Offices 45 Small Claims Courts 6 Soap Surplus property sales (Federal) Resorts. SEE ALSO Hotels and motels; General Services Administration 79 Travel; Vacation resort timesharing Food and Drug Administration 77 American Hotel and Motel The Soap and Detergent AssociP';nn 44 Survivor benefits Association 42 Social Security. SEE ALSO Aging Department of Veterans Benefits 80 Eubie Smart Tip 74 benefits Social Security Administration 77 Resource conservation Social Security Administration 77 Take Pride in America Program fraud Depart' ^nt c.: Energy 76 Department of the Interior, Consume Departn lent of the Interior, Consumer Department of Health and Human Affairs Administrator 77 Affairs Administrator 77 Services, Inspector General's Environmental Protection Agency 79 Hotline 77 Tampering food or drugs Tennessee Valley Authority 80 Social Security Administration 77 Federal Bureau of Investigation 77 Resource Conservation and Recovery Act Social services. SEE ALSO Aging; Food and Drug Administration 77 (RCRA)/Superfund Hotline 79 Disabled/Handicapped; Health; Welfare State and Local Consumer Protection Retirement benefits/plans. State and Local Consumer Protection Offices 45 SEE ALSO Pension plans Offices 45 odometer Social Security Administration 77 Solar energy. SEE Energy Auto Safety Hotline 78 State and Local Consumer Protection Rugs Speech impairment. Offices 45 CP-pet and Rug Institute 42 SEE Disabled/Handicapped flammability standards Taxes Sports. SEE ALSO Health Product Safety Hotline 76 federal equipment safety Internal Revenue Service 78 Runaway children Product Safety Hotline 76 state and local National Runaway Switchboard 77 President's Council on Physical check with your State and Local Fitness and Sports 77 Safe Drinking Water Hotline 79 Consumer Protection Office for Safety. SEE ALSO Aircraft; Appliances; Standard & Poi r's Register of Corporations, contacts Automobiles; Boating; Drugs; Food and Directors and Executives 2 Telecommunications devices for the deaf Nutrition; Toy;, Traffic Standards (measurement). Federal TDD Directory 81 other consumer products SEE ALSO Weights and measures Product Safety Hotline 76 National Bureau of Standards 76 Telegraphs Sale advertisements and flyers State Weights and Measures Federal Communications Commission 79 Federal Trade Commission 79 Offices 71 Telemarketing State and Local Consumer Protection State, Department of 78 Federal Trade Commission 79 Offices 45 State Agencies on Aging 59 State and Local Consumer Protection Sample Complaint Letter 3 Offices 45 State Banking Authorities 61 Savings and loan institutions (S&Ls) Telephone service Federal Home Loan Bank Board 79 State, County, and City Government local service Consumer Protection Offices 45 check local telephone directory for Savings Bonds customer assistance Bureau of the Public Debt 79 State Insurance Regulati , ..' State and Local Consumer Protection U.S. Savings Bond Division 79 State Utility Commissions 65 Offices 45 School lunch programs State Vocational and Rehabilitation long distance service check local telephone directory for Agencies 67 Federal Communications school board or superintendent of State Weights and Measures Offices 71 Commission 79 schools telephone preference service (for Steamship carriers School lunc:i program standards merchandise ordered using an "800" Federal Maritime Commission 79 Food and Nutrition Service 76 number) Ster

. 97 91 INDEX

Teleshopping. SEE ALSO Direct marketing TravelContinued VeteransContinued Eubie Smart Tip 70 fraud disability compensation Federal Trade Commission 79 Federal Trade Commission 79 Department of Veterans State and Local Consumer Protection Benefits 80 Television Job counseling and training broadcast regulation (including cable) Offices 45 U.S. citizens' problems abroad Office of the Assistant Secretary Federal Communications Overseas Citizen Services 78 for Veterans' Employment and Commission 79 Training 78 sets Travel agents life insurance Electronic Industries Association 43 American Society of Travel Agents, Department of Veterans Inc. 42 Benefits 80 television shopping networks. medical care SEE Teleshopping Treasury, Department of the 78 Department of Medicine and Tennessee Valley Authority 80 Surgery 80 Treasury notes, bills, bonds, and securities mortgages Textiles. SEE Clothing; Fabrics Bureau of the Public Debt 78 Office of Public Affairs 80 Third-party dispute resolution programs Trust companies VA hospitals Department of Medicine and Trade Associations and Third-Party Federal Reset System 79 Surgery 80 Dispute Resolution programs 42 Trucks Veterans Administration 80 freight Thomas Register 2 Video (cameras, cassette recorders and Timesharing. Interstate Commerce Commission 80 games) SEE Vacation resort timesharing safety Electronic Industries Association 43 National Highway Traffic Safety State and Local Consumer Protection Tires Administration 78 Offices 45 Auto Safety Hotline 78 Visa Services 78 National Tire Dealers and Retreaders Unemployment Association 44 Employment and Training Visual impairment. Administration 78 SEE Disabled/Handicapped Tobacco products Unfair labor practices Vocational rehabilitation. Bureau of Alcohol, Tobacco and SEE ALSO Disabled/Handicapped Firearms 78 Employment Standards Administration 78 State Vocational and Rehabilitation Tours and tour packages. SEE ALSO Agencies 67 Cruise ships; Travel; specific forms of Urban rehabilitation Vocational schools transportation Office of Urban Rehabilitation 77 Federal Trade Commission 79 Eubie Smart Trip 74 U.S. citizens' problems abroad National Association of Trade & Technical Schools 44 Federal Trade Commission 79 Overseas Citizen Services 78 U.S. Tour Operators Association 44 State and Local Consumer Protection U.S. Coast Guard, Office of Boating, Public Offices 45 Toxic fumes (indoors) and Consumer Affairs 78 Wages (garnishment, minimum wage, Product Safety Hotline 76 overtime pay) U.S. Customs Service 78 Toxic Substances Control Act Assistance Employment Standards Information Service 79 U.S. Fire Administration 79 Administration 78 Toy safety Warranties/Guarantees U.S. Fish and Wildlife Service 77 Eubie Smart Tip 57 Product Safety Hotline 76 U.S. Geological Survey 77 Federal Trade Commission 79 Toy Manufacturers of America 44 Home Owners Warranty Program 43 Trade U.S. Government departments. SEE ALSO State and Local Consumer Protection domestic specific department (e g. Agriculture, Offices 45 Department of Commerce, Office of Department of) Weather Consumer Affairs 76 Selected Federal Agencies 76 National Weather Service 76 Federal Trade Commission 79 U.S. Mint 78 Weatherization Assistance Inquiries, international Office of Conservation and Renewable Department of Commerce, Office of U.S. Postal Service 80 Energy 76 Consumer Affairs 76 U.S. Savings Bonds Division 79 Weight loss programs Tde and technical schools. Cooperative Extension Service 76 U.S. territories Federal Trade Commission 79 SEE Education Department of the Interior, Consumer Food and Drug Administration 77 Trade Associations and Third-Party Dispute Affair: Adr&nistrator 77 State and Local Consumer Protection Resolution Programs 42 Used cars lEE Automobiles Offices 45 Weights and measures Trademarks and patents Utilities Patent and Trademark Office 76 National Bureau of Standards 76 State Utility Commissions 65 State Weights and Measures Traffic safety Offices 7" Vacation packages. SEE ALSO Tours and National Highway Traffic Safety Tour Packages; Travel Welfare Administration 78 Eubie Smart Tip 74 Social Security Administration 77 Transportation. SEE specific forms of State and Local Consumer Protection State and Local Cor umer Protection Offices 45 transportation (e.g. Airlines) Offices 45 Wildlife rescures and refuges Transportation, Department of 78 Vacation resort timesharing U.S. Fist.nil Wildlife Service 77 Federal Trade Commission 79 Travel. SEE ALSO Airlines; Automobiles' Workat-home schemes Buses; Cruise ships; Railroads; Tours State and Local Consumer Protection Federal Trade Commission 79 and tour packages; Travel agents; Offices 4b State and Local Consumer Protection Vacation packages; Vacation resort Veterans Maces 45 timesharing benefits U.S. Postal Service 80 club promotions and vacation Depai;nient of Veterans Workers' compensation. certificates Benefits 80 Employment Standards Eubie Smart Tip 74 burial hanetits Administration 78 Federal Trade Commission 79 Departureof Memorial Affairs N Writing a Complaint Letter 2 92 * U S GOVERNMENT PRINTING CPFICE: 1987-98 183-902 Acknowledgments

Funding for this publication was made possible throughthe support of the following Federal departments and agencies.

Consumer Product Safety Commission Department of Transportation Department of Agriculture Federal Communications Commission Department of Defense Federal Deposit Insurance Corporation Department of Education Federal Trade Commission Department of Energy General Services Administration Department of Health and Human Services National Credit Union Administration Department of Housing and Urban Development Postal Rate Commission Department of the Interior Snvl II Business Administration Department of Justice U: d States Postal Service Department of Labor Vett Administration

Special recognition to n ambers of the Consumer Affairs Cow ,i1for their assistance with this publication and their role as consumer affairs representatives for Federal departments and agencies.

ACTION Department of Justice Federal Trade Commission Mr. C. Wade Freeman Mr. Stephen R. Colgate Ms. Irene Vawter Administrative Conference Department of Labor General Services Administration of the United States Mr. Al Cruz Ms. Teresa Nasif Mr. Jeffrey Lubbers Department of State International Trade Commission Commission on Civil Rights Mr. Marshall Adair Mr. Kenneth Mason Mr. Jay Neel Department of Transportation Interstate Commerce Commission Commodity Futures Trading CommissionMr. Hoyte B. Decker, Jr. Ms. Alice Ramsay The Honorable Fowler C. West Department of the Treasury Merit Systems Protection Board Consumer Product Sate' ty Commission Ms. Dolly Wells Mr. Daniel Rumelt Ms. Ada Kimsey Equal Employment Opportunity Department of Agriculture National Credit Union Administration Commission Mr. Nicholas Veghts Ms. Ann Collins Chadwick Mr. Johnnie L. Johnson, Jr. Department of Commerce National Transportation Safety Board Federal Communications Commission Mr. Allan Pollock Ms. Jewell F. Dall Ms Patti Grace Smith Nuclear Regulatory Commission Department of Defense Federal Deposit insurance Corporation Mr Johnnie Moore Ms. Barbara Schoenberger Ms. Janice M. Smith David J. Armor, Ph.D Postal Rate Commission Federal Emergency Management Agency Ms Maureen Drummy Department of Education Mr. James P. McNeill Mr. Brian Lopina Securities and Exchange Commission Federal Energy Regulatory Commission Department of Energy Ms Bonnie M. Westbrook Ms. Rebecca Poe Ms. Rose Bates Federal Home I. an Bank Board Small Business Administration Department of Health Mr. Paul Pumpian and Human Services Mr Jerry Selby Mr. Neil Romano Federal Maritime Commission Tennessee Valley Authority Ms. Sandra McMahan Department of Housing Mr. Geoffrey Rogers and Urban Development Federal Reserve PJard United States Postal Service Ms. Jayne Gallagher Ms. Ann Marie Bray Ms. Ann McK. Robinson Department of the Interior Veterans Administration Andre / S. Adams, Ph.D. Ms Rosa Maria Fontanez

The Federal Consdmer Affairs Council was established by PresidentialExecutive Order 12160 in 1979. In 1981, President Reagan appointed Virginia H. Knauer, his Special Adviser for Consumer Affairs, Chairperson ofthe Council. The Council consists of the consumer affairs directors of some 41 Federal entities, i. ;luding the executivebranch as well as independent regulatory agencies. Members meet quarterly for policy coordination briefings and discussions of administrativedevelopments and concerns relating to Federal consumer activities. The Council addresses the information needs ofFederal consumer affairs specialists through formal training programs.

Additional assistance provided by:

Ms. Margaret Bassford Ms. Lorraine Herbert Linda Mount, Ph D. Department of Transportation National Archives and Department of Education Records Administration Mr. J. Michael Clark Mr. Olaf Otto Department of Justice Ms. Melba Meador 99 Department of State Environmental Protection Agency 93 .0* = iik 4 "1.14. INS t i * `;'10,,.....1j. `..:.`,'.43, o ±,., $ ,,.' ,,,, 46,4, ',' , .-, ii. ik..A \ /- 7 1.",\ \ \\\;Of Ts \\ \ . k ,, :',;. ' .: ,,I, I, i , , \\ ' e '- .k; 4 ., ,;,,liqk ,,, irr _ \e,,`,"...... S.,..,,,.._.2Xst , ''" Illik: ;11k," , :, 1 \ \',,,, .\ \\ \ -\\ ' ' p \\VN , ..,,:;:t.,' -...... -....,, .; . ' ,,.?\\,:$* ' milsivig . 1/4\*E-**41W''_44._-*-...... 1 .1461111._ 2211_ TIN allPtii\\li bib . Illab'reriztTk,,'4.-11."''\ ' -