Consumer's Resource Handbook. INSTITUTION Federal Deposit Insurance Corp., Washington, DC.; Office of Consumer Affairs, Washington, D.C

DOCUMENT RESUME

ED 251 681 CE 040 304

TITLE Consumer's Resource Handbook. INSTITUTION Federal Deposit Insurance Corp., Washington, DC.; Office of Consumer Affairs, Washington, D.C. PUB DATE 84 NOTE 108p. AVAILABLE FROMConsumer's Resource Handbook, Consum,:r Information Center, Pueblo, CO 81009. PUB TYPE Guides Gzneral (050) Reference Materials Directories /Catalogs (132)

EDRS PRICE MF01/PC05 Plus Postage. DESCRIPTORS *Agencies; Agency Role; Community Resources; *Consumer Economics; Consumer Education; *Consumer otection; Disabilities; Educational Resources; rederal Government; Governmental Structure; Government Role; Local Government; *Merchandise Information; Money Management; Organizations (Groups); Public Agencies; Purchasing; Resources; Services; State Government; Voluntary Agencies

ABSTRACT This handbook was designed to help persons avoid consumer problems, handle their own complaints if they occur,and guide them to additional sources of help if necessary. The book can also be helpful to complaint handlers when they attempt to direct consumers to the appropriate source of assistance. Theguide contains three general sections. The introductory section explains how to use the handbook, how to get the most for the money being spent, how to avoid future problems, how tc handle complaints, and how to write a complaint letter. In the second section, sources of help, with names, addresses, and telephone numbers, are listed. These sources include industry consumer programs, better business bureaus, media programs, state and local consumer offices, licensing boards, Federal agencies, small claims courts, legal aid services, private lawyers, private and voluntary consumer groups, and consumer credit counseling services. The third section of the guide, which makes up the bulk of the document, is a consumer assistance di'ectory. Some of the sources that it provides include corporate consumer contacts, automobile manufacturers' corporate contacts, trade associations, consumer protection offices, state regulatory agencies, selected Federal agencies, Federal information centers, and services for handicapped persons. The book is indexed and hae a detailed table of contents. (KC)

*********************************************************************** Reproductions supplied by EDRS are the bast that can be made from the original document. *********************************************************************** .

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An excerpt from President Reagan's Proclamation of National Consumers Week, April 24-30, 1983.

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Chdlriudn Consumer's Resource Handbook

Published by United States Office of Consumer Affairs

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

Robert F. Steeves Deputy Director

Editorial Manager Charlotte A. Mehuron

Production Managers Frank R. Marvin Daniel L. Rumen

Index Coordinator Elva R. Awe

EDITORIAL BOARD Anna Gene Barnes Lynn Pisano Howard Seltzer Marion Ciaccio Barbara Johnson Beverly Woodard Pat Fa ley Martin Petersen Juanita Yates

SPECIAL THANKS TO

Mary Amman Ted Cron Fred Johnson Evelyn Armstrong Joe Dawson Maggy Johnson Betty Casey Nellie Fegans Judy Kaplan Charles Cavagnaro Tom Fleming John J. Katsu William W. Chenoweth, Ill Millie Gerstner Ronnie Mills Daisy B. Cherry Marilynn(' Gisin Dr.Georgia StevensNeruda Christine Contee Dorothy Godlewski Debbie Odebe Lou Cook Charlene Hennessy Connie Parham Cory Correll Barbara Hill William R. Rose Edna Cosby Stephen L. Jewell John Senor

1964 Edition Additional free single copies of the Consumer's Resource Handbookmay be obtained by writing toHandbook, Con- sumer Information Center, Pueblo, Colorado 81009. 4 THE WHITE HOUSE WASHINGTON

Dear Consumer: The American marketplace has evolved over the One way that business has tried to increase cus- years from a simple trading and bartering system for a tomer satisfaction is by improving complaint handling small number of goods and services to one that offers programs. If your efforts with the business do not pro- consumers a rich selection of products reflecting highly duce a fair result, however, numerous other resources developed service, manufacturing, and marketing ac- are provided in thisHandbookto help achieve this ob- tivities. Throughout this time, we have continued to look jective. Both industry-sponsored and government com- to our international trading partners for an exchange of plaint programs are listed to make it easy for you to find necessary and desired goods and services. We have all the aporopriate help. benefited from the dramatic progress of our free enterprise system. All of these programs are intended to reduce marketplace misunderst. dings and increase communica- With the increasing complexity of our marketplace, tion. If we all work toward that goal, relationships will be the relationship between buyer and seller is vitally im- developed to the advantage of both business and con- portant. it is one that should be based on trust and good sumers. The overall result will be an improved American will and the free flow of information. Not only do you as a marketplace. consumer need information about your purchases, credit charges, warranties, and other important factors, but I hope that thisHandbookhelps you resolve your the business or professional you deal with can also ben- problems quickly and satisfactorily. If you have the time, efit from hearing your views. No matter how high the write and let me have your comments and suggestions quality of the product or how honest and trained the on theHandbook.In that way, I'll be able to know how business representative, there will be times when we can improve our services to you. human error or other slip-ups occur. This is when you and the business or professional most need to com- municate so that misunderstandings can be quickly re- Sincerely, solved in a mutually satisfactory way. This Handbook isdesigned to help with this com- ?/ munication. The step-by-step guide on how to pursue your complaints is probably the most Important section. Once you are skilled in communicating your problems, you will be in a much batter position to help yourself. You Virginia H. Knauer will also help the business or professional who needs Special Adviser to the President that feedback to make production or marketing changes for Consumer Affairs that will ensure better consumer satisfaction, and thus and Director, an opportunity t, keep old customers and gain new bus- United States Office iness. of Consumer Affairs

it 5 Table of Contents

Message From the President Latter from Virginia H. Knauer, Special Adviser to thePresident for Consumer Affairs and Director, United States Office of ConsumerAffairs ii

How To Use This Handbook 1

Tips on How To Get the Most for Your Moneyand Avoid Future Problems 2

Handling Your Own Complaint 3

How To Write A Complaint Letter 4

Sources of Help Industry Consumer Programs 6 Industry Third-Party Dispute Resolution Programs 6 Better Business Bureaus 6 Media Programs 7 State, County, and City Consumer Offices 7 Occupational and Professional licensing Boards 7 Federal Agencies 7 Small Claims Courts 7 Legal Aid and Legal Services 8 Private Lawyers 8 Private and Voluntary Consumer Groups 8 Consumer Credit Counseling Services 8

Consumer Assistance Directory 9 Corporate Consumer Contacts 11 Automobile Manufacturers Corporate Contacts 29 T.M. Better Business Bureaus 39 NOI:The names, addresses, phone United States Bureaus 39 numbers and office descriptions pre- Canadian Bureaus 43 sented in this publication have been Israeli Bureaus 43 thoroughly checked. However, be- Industry Third-Party Dispute Resolution Programs 45 cause of new legislation orreorgani- Trade Associations 47 zations implemented after this print- Stilts, County, and City Government Consumer ProtectionOffices 49 ing, it is possible that some informa- State Banking Authorities 65 tion may no longer be current. We re- State Commissions and Offices on Aging 69 gret any inconvenience this may State Insurance Regulators 73 cause. State Utility Commissions 77 State Weights and Measures Offices 81

6 HI Selected Federal Agencies ACTION Administrative Conference of the United States AMTRAK Civil Aeronautics Board Commission on Civil Rights Commodity Futures Trading Commission Consumer Product Safety Commission Department of Agriculture Department of Commerce Department of Education Department of Energy Department of Health and Human Services Department of Housing and Urban Development Department of the Interior Department of Justice Department of Labor Department of State Department of Transportation Department of the Treasury Environmental Protection Agency Equal Employment Opportunity Commission Federal Communications Commission Federal Deposit Insurance Corporation Federal Emergency Management Agency Federal Energy Regulatory Commission Federal Home Loan Bank Board Federal Maritime Commission Federal Reserve System, Board of Governors of the Federal Trade Commission General Services Administration Government Printing Office International Trade Commission Interstate Commerce Commission National Consumer Cooperative Bank National Credit Union Administration National Labor Relations Board National Transportation Safety Board Nuclear Regulatory Commission Office of the Federal Register Pension Benefit 3uaranty Corporation Postal Rate Commission President's committee on Employment of the Handicapped Railroad Retirement Board Securities and Exchange Commission Small Business Administration Tennessee Valley Authority United States Postal Service Veterans Administration Federal Information Centers Services for Handicapped Persons Operator Services Federal TDD Numbers Books for Blind and Physically Handicapped Persons

Index 97

Federal Consumer Affairs Council 111 How To Use This Handbook The Consumer's Resource Handbook has been designed tohelp you avoid consumer problems,handle your own complaints if they occur, and guide you to additional sourcesof help if necessary. The tf book can also be helpful to complaint handlers when theyattempt to direct you to the appropriate source of assistance.

The book contains both a Table of Contents and an Index toassist you in locating the information you need.The Table of Contents gives the headings of each section, and the Index refers youto places where a complaint falling into va particular topic areamight be taken.

To use the book most effectively, tho following procedurewill help.

Review the tips on how to avoid consumer problems. 1 This may save the need for future complaints. It will also tell you what documents to keep if you have a complaint and need to back up your claim.

Read "Handling Your Own Complaint"

If you have a complaint, first try to resolve it with the 02If you are unsuccessful in getting your complaint did 2 person with whom you did business. The section onhow V resolved directly with the person with whom you to handle your own complaint and also how to write a com- business, you can then contact the company's headquarters. Con- plaint letter will assist you in your attempt to get a quick resolu- A list of corporate contacts is provided in the Corporate manufacturers con- tion. sumer Contacts section. The automobile sumer contacts are listed separately.

/yr Check the Index 4Check theIndexor Table of Contents foradditional T.M. sources of help. Otherindustry-sponsored programs Read "Services are listed such as Better BusinessBureaus, third-party dispute resolution programs, and trade associations.You can also for Handicapped Persons" contact State, county, or city consumerprotection offices or C If you have a hewing or speech impairment and have other State offices such as banking, utility,insurance, aging, %Pm access to telecommunications devices (WO or TTY), and weights and measures offices. Federalagencies and ser- refer to the Services for the Handicapped section. vices for the handicapped are also provided asimportant resources. The Index will beparticularly helpful in finding trade c , !). 2".", associations or Federal agencies relating to yourparticular If Ulr I., -. ,.. ;),!1,1 t f complaint area. 1/.1 '!"I"..!.irl, '11..(' 'This chavociw r s tiodiornarli of the UMW WWI Mks ofConsume Mgrs. 1 Tipson How To Get the Most for Your Money and Avoid Future Problems

Before Making a Purchase: After Your Purchase:

Analyze what you need and what features are important to Follow proper use and care instructions for products. you. Read and understand the warranty provisions. Keep in Compare brands. Utilize word-of-mouth recommendations mind that you may have additional warranty rights in your and formal product comparison reports. Check with your state. Check with your state or local consumer office to find local library for magazines and other publications out. A listing of these offices begins on page containing consumer information. If trouble develops, report the problem as soon as possible. Compare stores. Look for a store with a good reputation Do not try to fix the product yourself as this may void the and take advantage of sales. warranty.

Check for any additional charges, such as delivery and Kep a record of efforts to have your problem remedied. service costs. This record should include names of people you speak to, times, dates and other relevant information. Compare warranties. Use this Handbook to find out where and how to get your Read terms of contracts carefully. problem resolved.

Check the return or exchange policy. Clearly state your problem and the solution you want.

Include all relevant details, along with copies of documents (proof of purchase).

Briefly describe what you have done to resolve the problem.

Allow each person you contact a reasonable period of time to resolve your problem before contacting another source for assistance.

2 Handling Your Own Complaint

Even in today's complex marketplace, you should expect quality products and services at fair prices. When something goes wrong, however, you need to let the company or professional know about your problem. Not only is this the fastest way to get your complaint resolved, but it also gives the company a chance to keen you as a satisfied customer and gain new customers by learning from mis- takes. Most companies welcome this opportunity.

Handling your own complaint is easy. We recommend the following steps:

Identify Problem

Identify the problem and what you believe would be a fair settlement. Do you want your money back? Would ycu like the product repaired? Will an exchange do?

Gather Documentation

Gather documentation regarding your complaint. Sales receipts, repair orders, warranties, cancelled checks, or contracts will back up your complaint and help the company solve your problem.

1 0 3 How To Write a Complaint Letter

Where To Write

If you have already contacted the person who sold you the product or service or the company is out of town, you will need towrite a letter to pursue your complaint.

For a listing of many corporate consumer contacts and their addresses, see page 11.

If you need the president's name and the address of the company, first check in your phone directory to see if the company has a local office. If it does, call and ask for the name and address of the company's president. If there is no local listing, check Standard & Poor's Register of Corporations, Directors and Executives. It lists over 37,000 American busineas firms and canbe found in most libraries.

If you don't have the name of the manufacturer of the product, check your local library for the Thomas Registry. It lists the manufacturers of thousands of products.

Go Back To Where You Made The Purchase Contact the person who sold you the item or performed the service. Calmly and accurately explain the problem and what action you would like taken. If that person is not helpful, ask for the supervisor or manager and repeat your complaint. A large percentage of consumer problems are resolved at this level. Chances are yours will be too. What To Write Don't Give Up The following sample letter will be helpful in writing to the company. If you are not satisfied with the response, don't give up. If the Also refer to it if you write to other sources of assistance if you are company operates nationally or the product is a nationalbrand, unsuccessful in getting your complaint resolved directly with the write a letter to the person responsible for consumer complaints at company. Just remember, if you need to write a letter to a Better the company's headquarters. A listing of many of these companies Business Bureau, government agency, trade association, or other begins on page 11. If the company doesn't have a consumer office, source of assistance, give additional information about what you direct your letter to the president of the company. have done so tar to get your complaint resolved. 4 11 A Few Basic Tips on Letter Writing

Include your name, address and home and work phone num- Include all documents regarding your problem. Be sure to send bers. COPIES, not originals.

Type your 'Flier if possible. If it is handwritten, make sure it is neat Avoid writing an angry, sarcastic, or threatening letter. The per- and easy to read. son reading your letter probably was not responsible for your problem, but may be very helpful in resolving it. Make your letter brief and to the point. Include all important facts about your purchase including the date and place where you Keep a copy of the letter for your records. made the purchase and any information you can give about the product or service such as serial or model numbers or specific type of service.

State exactly what you want done about the problem and how long you are willing to wait to get it resolved. Be reasonable.

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

Name Product Dear (Appropriate Name) : and Serial or Model Number Last week I purchased (or had repaed) a (name or Service or service duet mitiparserial or model numb Enclose Copies performed). I made this purchase at (location, of Documents State Problem date, and other important details of the trans ction). Unfortunately, your product (or service) performed satisfactorily (or the s: was inade- at because refore, to solve the em, I would appreci- Give History ate yourhere state specific action you want). ofProblem State Reasonable Enclose re copies copies--NOT originals) of Time for Action my re ds (receipts, guarantees, warranties, ea lied checks, contracts, model and serial mbers, and any other documents). Include Askfix I am looking forward to your reply and resol Your Address, SpecohcAciam tion of my problem, and will wait three week Work and Home before seeking third-party assistance. Contact me Phone Numbers at the above address or by phone at (ho and office numbers here).

Sincerely, Your L and AU Related Your Name Documents and Information

5 415-444 0 - 83 -2: QL 3 Sources of Help

If you have failed in your attempt to get your complaint resolved directly with the person you did business with, there are other Better Business Bureaus sources of help. Many are described in this section. What They Are: Better Business Bureaus (BBBs) are non-profit organizations sponsored by private, local businesses. There are some 150 BBBs Industry Consumer Programs in the United States today. For a listing, see page 39. The services offered by BBBs vary from place to place. These include: general What They Are: information on products or services, reliability reports, background information on local businesses and organizations, and records of Several industry associations can help you with consumer prob- companies' complaint handling performances. Depending on the lems relating to their industry. These associations are formed by policy of the individual BBB, it may or may not tell you the nature of individual businesses which join together to assist with business the complaint against a business, but all will tell you If a complaint problems and promote their industry. They usually offer consumer has been registered. Many of the B&Bs accept written complaints information and some handle complaints. Trade associations have and will contact a firm on your behalf. BBBs do not Judge or rate been established in just about every field of business and con- individual products or brands, handle complaints concerning the sumer interest and number around 40,000 nationwide. prices of goods or services, or give legal advice. How To Reach Thorn: Approximately 120 BBBs offer binding arbitration to those who ask for it. The Council of Better Business Bureaus, which is sponsored Selected industry associations that handle complaintsare listed on page 47. Many other trade associations have varying by national businesses, also offers consumer education programs consumer and reports on charitable organizations. The national Council is functions. These functions are described in a directory entitled located at 1515 Wilson Boulevard. Arlington, Virginia 22209. National Trade & Professional Associations of the U.S.and Canada and Labor Unions or other help directories.Check with your local library.

Industry Third-Party Dispute Resolution Programs What They Are: Special programs established by certain corporations and trade associations to help resolve problems between consumers and industry members are listed on page 45. If you have trouble with your car, a home appliance, a funeral director, or other products or services, there might be a third-party dispute resolution program to .3Ip you. But remember, this should not be the first step in solving a msumer complaint. Contact them only after you have been unsuccessful in getting your complaint settled by the local company or organization you originally dealt with.

What They Do: Consumers, Remember: Gin In general, after receiving your complaint a staff person will proba- 1. First, complain to the seller. bly try to resolve the complaint before it goes any further. If these staff persons acting as informal mediators cannot get the two sides 2.If that doesn't work, contact the company. to agree, they will refer your case ^.3 an independent person or panel that will then make a decision on your case. In some in- 3. After that, contact an industry dispute program; the Better cdances, this decision is binding and must be accepted by both the Business Bureau; or a local or state government office. consumer and the business. In other cases, only the business is 4. Finally, contact a trade association or Federal agency, as listed in required to accept the decision. There are also programs where the Index under specific complaint topics. decisions are not binding on either party. Therefore, you should ask for a copy of the rules before you file your case with a third-party 5. The last resort is a small claims court or private lawyer. p-ngram. 6 13 Media Programs What They Do: State boards set licensing standards; set rules and regulations; Whet They Are: prepare and give examinations; issue, deny orrevoke licenses; bring disciplinary actions; and handle consumer complaints. Almost 300 local newspapers and 70 radio-TV stations throughout the United States offer "Action" or "Hot Line" services where con- If you contact a state board for hoip, it will usually bring your com- sumers with problems can get help. plaint to the attention of Its licensee and it will seek a satisfactory resolution to your problem. If necessary, the board will conduct an These news media often get successful results for consumers be- investigation and take disciplinary action against the licensee in the in communities, and because cause of their power and influence form of probation, license suspension or revocation. the possibility of publicity may encourage a merchant or business to take swifter action to resolve consumer problems.Some Action Many boards will also have consumer education materials tohelp Lines, however, may not be able to handle every complaint re- you in selecting a professional or tradespersonIn their field. ceived. They sometimes select the most severe problems, or those most representative of a number of complaints. How To Reach Them: When your own personal efforts fail to produce the desired results, You can find out about a state licensing board by contacting your keep these "Action" resources in mind. local consumer office. Some boards might also have regional offices In your area. Check your local phone book under state gov- How To Reach Them: ernment offices or under professional listings. You can alsoask professionals or tradespersons about the board responsible for To find these services, check with your local newspapers, radio their licensing or registrationin fact, you should ask lo see a and TV stations, or local library. license or registration before you decide to use their services. State, County and City Federal Agencies Consumer Offices Some Federal agencies have enforcementresponsibilities for What They Are: specific consumer products and services and can handleindividual complaints. Others take action for the benefi. ofthe public as a If you are not satisfied with a company's response to your com- problems. plaint (or if a response is never received), a local consumeroffice, if whole, but are not able to resolve individual consumer there is one in your area, is a good place to go with yourinquiry or However, each Federal agency listed under the SelectedFederal complaint. Local consumer offices can beparticularly helpful since Agencies section starting on page 85 has a mechanism for re- they can be contacted easily by phone or sometimesin person, and sponding to consumer complaints and inquiries. If you needhelp in are familiar with local businessesand laws. Be sure to have copies determining where to go with your specific problem, check the of your sales slips, other sales documents, and allcorrespondence Index at the end of this book or call the nearest Federal Information local with the retailer and manufacturer when you contact your Center listed on page 91. agency. If there is no local consumer office in your area,contact a state consumer office. State consumeroffices are set up differently from Small Claims Courts department of con- state to state. Some states have a separate What They Are: sumer affairs while others have a consumeraffairs office as a part of the governor's office or attorney general'soffice, or both. These If you have a complaint that you have not been able toresolve, offices will either help you directly or refer you to the proper agency consider going to small claims court. Courtprocedures generally for assistance. are simple, inexpensive, quickand informal. Court fees range from about $2 to $15, and you often get your filingfee back if you win If you have a consumer problem with a businesstransaction occur- lawyer. In fact, it some should contact the your case. Generally, you won't need a ring in a state other than where you reside, you states, lawyers are not permitted. If you do livein a state that allows state where you conducted your business,if possible. Many state don't be intimi- selection of information lawyers and the party you are suing brings one, and local consumer offices have a large make allowances for In addition, many states, dated. The court is informal and most judges and educational materials available. consumers who appear without lawyers. counties and cities have a wide variety ofother helpful community services, including social, family, youth,handicapped, day care, But remember, even though the court isinformal, the ruling of the mental health, elderly, general health,recreation, family planning, court must be followed, just like any other court. alcoholism, nutrition, income maintenance,child support, food stamps and libraries. A listing of stateand local consumer and What They Do: other government offices begins on page 49of this Handbook. These courts, as the name suggests, are for smallclaims. The maximum amounts that can be claimed orewer& .1 differ from Occupational and Professional court to coup, from a low of $300 to ahigh of $5,000, with an Licensing Boards average maximum of around $750. If the party bringing the suit wins the case, the partywho lost often What They Are: will follow the court's decision withoutadditional legal action. Sometimes, however, losing parties will.not obeythe decision. In If you have a problem with professional oroccupational services, from a state licensing or regulatory these cases, the winning party may go back to courtand ask for the you may be able to get help the court may, for board. There are an estimated 1,500 stateboards whick. license or order to be "erif lrced." Depending on local laws, including example, order property to be taken by lawenforcement officials register more than 550 professions and occupations, from the sale up to doctors, nurses, accountants, pharmacists,funeral directors, and sold. The winning party will get the money agencies, 'he amount they are owed. Or, if the personwho owes the money plumbers, electricians, auto repair facilities, employment garnish or collection agencies, and electronic repairfacilities. receives a salary, the court may order the employer to 7 1 .1 deduct some money from each paycheck and give it to the winner further information, again contact your state, city or county bar of the law suit. associatio.i. How To Reach Them: Check your local phone book under your municipal, county or state Private and Voluntary Consumer government headings for small claims court listings. When you Groups contact the court, ask the court clerk how to use the small claims court. Sit in on a small claims court session before taking a case to Private and voluntary consumer organizations are usually created court to become familiar with its operation. to advocate various or specific consumer interests. In some communities they will help individual consumers with their complaints. Legal Aid and Legal Services To find out if such a group is in your community, contact your state or local consumer affairs office. What They Are: Legal Aid and Legal Services offices help people who cannot afford Consumer Credit Counseling to hire private lawyers, and who meet financial eligibility require- Services ments. There are more than 1,000 of these offices around the country,tatted by lawyers, paralegals (people who have taken What They Are: courses in legal assistance) and law students. All offer free legal services to those who qualify. Counseling services provide aid to individuals having difficulty budgeting their money and/or meeting necessary monthly ex- In some cities, both Legal Aid and Legal Services offices are feder- penses. Many organizations, including credit unions, family service ally fur Jed. Legal Aid offices may also be financed by state, local, centers and religious organizations offer some type of credit coun- or private funding, or by local bar associations. The Legal Services seling. Corporation In Washington, D.C., is funded by the Federal Gov- ernment, and it, in turn, awards grants to local Legal Services Another source of help is the Consumer Credit Counseling Ser- programs around the country. Also, many law schools throughout vices (CCCS), sponsored by the National Foundation for Con- the nation conduct law clinics, where students assist other lawyers sumer Credit and financially supported by banks, credit card com- as part of their training. panies, finance companies and other credit offering organizations. What They Do: What They Do: These offices generally offer legal assistance with problems such The CCCS counseling program provides money management as landlord-tenant, credit, utilities, family issues such as divorce techniques, debt payment plans, and educational programs. In and adoption, social security, welfare, unemployment, and work- working out a debt repayment program individually tailored to a er's compensation. Each legal aid office has its own board of direc- consumer's agreed upon ability to pay, a counselor takes into con- tors that determines the priorities of the office and the kinds of sideration the needs of the family and the requirements and needs cases handled. Therefore, the Legal Aid office serving your area of the creditor. may not handle all of the types of cases mentioned above. How- Consumer credit counseling programs are nonprofit and provide ever, these offices should be able to refer you to other local, state or service either free or for a nominal charge. national organizations that can provide advice or help. How To Reach Them: Private Lawyers To find out if your area Is covered by a CCCS, look in your local How To Reach Them: phone directory or check with the National Foundation for Con- sumer Credit, 8701 Georgia Avenue, Suite 601, Silver Spring, If you need help in finding a lawyer, check with the Lawyer Referral Maryland 20910. Service of your state, city or county bar association. Local and state bar associations are usually listed in area telephone directories. Li.Please note that some of the sources of help listed in the Since lawyers are now permitted to advertise, it is a bit easier to find Consumer's Resource Handbook have a policy of declin- one who fits your needs and your pocketbook. Check the Yellow ng complaints from consumers who have sought prior Pages of the telephone directory or newspapers for these adver- legal counsel. tisements. If you have a complaint about an attorney or need

1; a Consumer Assistance Directory

The Consumer Assistance Directory is a comprehensive directory In addition totandling consumer complaints, many of the offices of consumer offices where you can get assistance with your com- liss.ed in this section publish consumer information materials. Take plaints. (If you haven't already, see "Handling Your Own Com- advantage of these free or low cost publications. Educating your- plaint.") self Is your best defense against future problems. The Index at the end of theHandbook,begInnino on page 97, is Ustings include corporate consumer contacts; Better Business cross-referenced by topic and sources of help. If you are not sure Bureaus; industry-sponsored third-party programs; trade associa- about the proper place to take your complaint, check the Index. it tions; and state, local, and Federal offices. Federal Information lists section headings, special references, and specific trade as- Centers are listed to assi3t you in finding the appropriate Federal sociations and Federal agencies. By referring to the Table of Con- agency in your local area. For those with speech and hearing prob- tents or the index, you should rind the Consumer Assistance Direc- lems, there is also a listing of helpful services and TDD numbers. tory much easier to use.

HI THERE!41ELSIE SMART AMP' AM MY CO-WORKERS THOUGHTM\ THE NEWEST ADDITION 70 flSTAFF of FIRST ASSIGNMENT OUGHT TO THE SPECIAL ADVISER To THE PRESIDGNT BE TO BRING You THIS LATEST FOR CONSUMER AFFAIRS AND THE UNITED EDITION OF 114E CONSUMER'S STATES OFFICE of CONSUMER AFFAIRS. RESOURCE HANDBOOK AND THEY GOT A PHOTO OF MY SEND-OFF FOR THE COVER. ----i I AM A TRADEMARK OF MIA TO READILY IDENTIFY AND SYMBOLIZE USOCA AS THE SOURCE OF CONSUMER SERVICES, MATERIALS AND ACTLV I TI ES.

9 Corporate Consumer Contacts

Michelle Evans James R. Simmons If you have tried to resolve a problem directly with the person with Consumer Relations Department Manager, Customer Relations whom you originally did business but have been unsuccessful, the Alberto-Culver Company Amens Refrigeration, Inc. next step Is to contact the company's headquarters. This section 2525 Armitage Avenue Arnana, Iowa 52204 will help you find the address for the headquarters and, in most Melrose Park, Illinois 60160 (319) 622-5511 cases, the appropriate person to contact. Most listings include (312) 450-3183 phone numbers. When there Is an "800" (toll free) number, it is Eugene Dieringer highlighted. Martha T. Siegel Director, Consumer Relations Director, Corporate Consumer American Airlines Affairs P.O. Box 61616, 5E12 Throughout this section you will notice companies or brand names Akron Laboratories, Inc. Dallas/Fort Worth Airport, Texas listed with an instruction to contact another company listed in the 6201 South Freeway 75261 book. For example, Fort Worth, Texas 78134 (214) 355-1234 (817) 293-0450, ext. 2454 Wrangler Jeans Bill Bendel, See Blue Bell, Inc. Consumer Affairs Department American Automobile Allied Van Lines, Inc. Association Should you have a problem with a Wrangler product, correspon- P.O. Box 4403 MA Approved Auto Repair Program dence should be directed to the consumer representative at Blue Chicago, Illinois 60680 (312) 681.8000 811 Gatehouse Road Bell, Inc., because Blue Bell produces the Wrangler line. Falls Church, Virginia 22047 Don Jayhan (written complaints only) If you do net find the product name listed in this section, check the Consumer Affairs Director product's label for the name and address of the manufacturer. Allstate Insurance Company Manager, Consumer Affairs Various Federal agencies require manufacturers or distributors to Allstate Plaza American Can Company disclose this information on the label. Northbrook, Illinois 60062 208 American Lane (312) 291.6719 Greenwich, Connecticut 08830 To save time and energy, don't forgetfirst take your complaint (203) 552-2054 back to where you made the purchase. If you contact the corporate Esther Cramer Vice President, Community Otto Fohl headquarters first, the representative will probably direct you back Relations Director, Business Information to your local retailer or business office. Alpha Beta Company American Cyanamid 777 South Harbor Boulevard Company La Habra, California 90631 One Cyanamid Plaza (714) 738-2141 Wayne, New Jersey 07470 A Melinda J. Lazor (201) 831-2000 Manager, Corporate & Consumer Sheilah Jordan Affairs Complaint Coordinator AETNA Life & Casualty AAMCOA Transmissions, Inc. 151 Farmington Avenue One Presidential Boulevard Hanford, Connecticut 08156 Bala Cynwyd, Pennsylvania 19004 (203) 273-7894 (215) 668-2900 Helen L Becker Clarence Endicott Manr, Consumer Affairs Director, Research and Altv&k Industries, Inc. Development, Consumer 380 North Street Products Teterboro, New Jersey 07608 Abbott Laboratories (201) 933-8200 1117 South Milwaukee Avenue Consumers, Remember: Libertyville, Illinois 60048 Timothy Orkins (312) 937-5938 Manager, Consumer Affairs 1. First, complain to the seller. Alaska Airlines, Inc. Rick Gremer P.O. Box 68900 2.if that doesn't work, contact the company. Manager, Consumer Relations Seattle, Washington 98168 Admiral (206) 433-3295 3. After that, contact an industry dispute program; the Better P.O. Box 2845 Business Bureau; or a local or state government office. Bloomington, Illinois 61701 (309) 827-0002 4. Finally, contact a trade association or Federal agency, as listed in the Index under specific complaint topics.

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

17 11 CORPORATE CONSUMER CONTACTS

Martin J. Hummel Richard P. Hoppe Kathleen Shears Irene Williamson Director, Executive Consumer Manager, Customer Consumer Representative Director, Consumer Affairs Relations Communications Armour Food Products Avon Products, Inc. American Express AMTRAK Greyhound Tower - Station No. 9 West 57th Street American Express Plaza 400 North Capitol Street, N.W. 2005 New York, New York 10019 New York, New York 10004 Washington, D.C. 20001 Phoenix, Arizona 85077 (212) 546-6015 (212) 323-2000 (204 383-2119 (602) 248-5666 Vicky Szerko Sue Holiday Marilyn Andrews Allyn C. Gossner Manager, Consumer Affairs Consumer Correspondent Manager, Consumer and Director, Consumer Affairs A&W Beverages, Inc. American Greetings Customer Services Armstrong Rubber 1271 Avenue of the Americas Corporation Amway Corporation Company New York, New York 10020 10500 American Road 7575 East Fulton Road 500 Sargent Drive (212) 307-2414 Cleveland, Ohio 44144 ,Ada, Michigan 49355 New Haven, Connecticut (216) 252-7300 (616) 676-6000 06536-0201 B. (203) 562-1161 H. Frank Nadeau (Spectacles) Jim Berg Adelina Silver Director, Public Relations Lindsey Anderson (Contact Supervisor of Products, Service Jane W. Deibler Lenses) and Repair Manager, Customer Response Bacardi Corporation American Optical Andersen Corporation Center P.O. Box G 3549 Corporation Bayport, Minnesota 55003 Armstrong World Industries San Juan, Puerto Rico 00936 55 New York Avenue (612) 439-5150 P.O. Box 3001 (809) 795-1560 Framingham, Massachusetts Lancaster, Pennsylvania 17604 01701 Mark Addricks 800-732-0048 (toll free Inside Eric Hoyle (817) 879-7640 Manager, Public Affairs Pennsylvania) Vice President Anderson, Clayton and 800-233-3823 (toll free outside Ball Company Ronald J. Fojtlin Company Pennsylvania) P.O. Box 5100 Manager, Consumer Affairs P.O. Box 2538 Winston-Salem, North Carolina American Standard Houston, Texas 77252 Arrow Shirts 27103 P.O. Box 2003 (713) 651-0641 See Cluett, Peabody, and (919) 744-3342 New Brunswick, New Jersey Company, Inc. 08903 Consumer Relations Group William Peltier Vice President, Corporate (201) 885-1900 Anheuser Busch, Inc. Manager, Customer Relations One Busch Place Atari Communications Michael T. Miller St. Louis, Missouri 63118 1312 Crossman Road Bally Manufacturing Vice President and Assistant (314) 577-3093 Sunnyvale, California 94086 Corporation 8700 West Bryn Mawr Secretary 800-678 -1404 (toll free inside Chicago, Illinois 60631 American Stores Company Apple Computer, Inc. California) (312) 399-1300 709 East South Temple 20525 Mariani Avenue 800-538-8543 (toll free outside Salt Lake City, Utah 84102 Cupertino, California 95014 California) Jacquie DelBucchia (801) 539-0112 500-538-9696 (toll free Information Coordinator, Customer Relations on dealer location) Doris Kirk Susan A. Mattarocci Customer Relations Supervisor Bank of America National Trust & Savings Manager, Consumer Relations A&P Supermarkets Atlantic Richfield Company American Tourister, Inc. Room 1939 Association See Great Atlantic and 555 California Street, Department 91 Main Street Pacific Tea Company 515 South Flower Street Warren, Rhode Island 02885 Los Angeles, California 90071 3523 (401) 245-2100 (213) 486-3969 San Francisco, California 94104 Danny Wood (415) 622-6081 Manager, Consumer Relations Vicki Cummins J. R. Patterson ARA Manufacturing Susan Huls Consumer Representative Company Vice President, Customer Service AMF/Head and Insurance Assistant Manager, Public P.O. Box 534002 Relations P.O. Box CN 5227 Grand Prairie, Texas 75053 Atlas Van Lines Princeton, New Jersey 08540 Baskin Robbins 31 Ice (214) 647-4111 1212 St. George Road (609) 797-9000 Evansville, Indiana 47703-0509 Creams 31 Baskin Robbins Place Jill Mattera (812) 424-2222 Harry Matte Glendale, California 91209 Showroom Manager, Customer Senior Vice President and Director (213) 956-0031 Relations W. J. Hindman, Jr. of Corporate Communications Director, Corporate Relations Amfac, Inc. Aris Gloves W. Terry Smith 417 5th Avenue AT&T P.O. Box 7813 Vice President, Professional New York, New York 10016 550 Madison Avenue San Francisco, California 94120 Production (212) 532-8627 New York, New York 07920 (415) 772-2050 (212) 393-3881 Bausch and Lomb, Inc. 1400 North Goodman Street Lyndee Walbome Don Oberby Rochester, New York 14892 Consumer Representative Lynne Lappin (716) 338-6000 Staff Director, Customer Relations Armour Dial Products Superintendent, Customer Servic Amoco Oil Company Greyhound Tower - Station No. Avis Rent-A-Car System 200 East Randolph Consumer/Public Affairs 2005 900 Old Country Road Chicago, Illinois 60601 Department Phoenix, Arizona 85077 Garden City, New York 11530 (312) 856-5894 Beechman Products (602) 248-5866 (516) 222-4200 P.O. Box 1467 Pittsburgh, Pennsylvania 15230 (412) 928-1050

12 CORPORATE CONSUMER CONTACTS

S. E. Anderson Karen Wilson Tom Humber C Manager, Worldwide Service Response Department Acting Director, Corporate Affairs Bernington Products, Inc. Borden, Inc. B rown end Williamson RObert Masie 60 Main Street 180 East Broad Street Tobacco Corporation Administrative Sales Manager Bridgeport, Connecticut 06602 Columbus, Ohio 43215 1600 West Hill Street California and Hawaiian (203) 367-4400 (614) 225-4511 Louisville, Kentucky 40232 Sugar Company (C&H) (502) 774-7300 One California Street Bettie C. Moore Russel Young San Francisco, California 94111 Customer Service Representative Manager, Customer Relations and Jean A. Worland (415) 772-3800 Black and Decker Quality Control Manager, Consumer Relations Manufacturing Company B reams Stores (Jos. Gameau Company) W. Sean O'Neill 701 East Joppa Road I Brad lees Circle Brown-Forman Distillers Manager, Consumer Towson, Maryland 21204 Braintree, Massachusetts 02184 Corporation Communications (301) 583-3900 (617) 770-5377 P.O. Box 1080 Caloric Corporation Louisville, Kentucky 40201 Topton, Pennsylvania 19562 Eddie Feinstein Edna Dambra (502) 585-1100 (215) 682-4211 Director of Communications Manager, Consumer H&R Block, Inc. Debbie Carter Drew Fox 4410 Main Street BC°rriTeto ="ces PrProducts Consumer Relations Administrator Director, Consumer Relations Kansas City, Missouri 64111 345 Park Avenue (B-F Spirits, Ltd.) Campbell Soup Company (816) 753-6900 New York, New York 10154 B rown-Forman Distillers Campbell Place (212) 546-4000 Corporation Camden, New Jersey 08101 Lysa LaMarr P.O. Box 1080 (609) 342-4800 Consumer Relations Helen P. Mohan Louisville, Kentucky 40201 B lue Bell, Inc. Customer Relations Manager, (502) 585-1100 Joyce Hintz 201 North Eugene Street USA Manager, Corporate Greensboro, North Carolina 27401 B ritish Airways Roberta Dawson Communications (919) 373-3564 245 Park Avenue Director, Customer Relations Canada Dry Corporation New York, New York 10167 Budget Rent-A-Car 100 Park Avenue Dan Evans (212) 878-4704 Corporation New York, New York 10017 B ob Evans Farms 200 North Michigan Avenue (212) 953-5900 3776 South High Street Charles A. Zahka Chicago, Illinois 60601 P.O. Box 07863 Station G Divisional Vice President of (312) 580-5000 Anne Penman Columbus, Ohio 43207 Consumer Affairs Consumer Complaints (614) 491-2225 Broadway Department Nina Fradl Cannon Mills, Inc. Stores Manager, Customer Relations 1271 Avenue of the Americas Steffne Miller 3880 North Mission Road Bulova Watch Company New York, New York 10020 Manager, Home Economics Los Angeles, California 90031 75-20 Astoria Boulevard (212) 957-3373 U.S. Borax & Chemical (213) 227-2440 Jackson Heights, New York 11370 Corporation (212) 565-4700 Rhoda Multz 3075 Wilshire Boulevard National Manager, Los Angeles, California 90010 Burlington Hosiery Customer/Dealer Relations (213) 381-5311 See Kayser-Roth Hosiery Canon USA, Inc. 1 Canon Plaza Doris Covington Lake Success, New York 11042 Coordinator, Consumer (516) 488-6700 Information Burlington Industries L. E. Abramson P.O. Box 21207 Manager, Consumer Relations Greensboro, North Carolina 27420 Department (919) 379-2331 Carnation Company 5045 Wilshire Boulevard Ruth Ann Williams Los Angeles, California 90036 T.M. Corporate Director, Public Affairs (213) 932-6000 B urroughs Corporation One Burroughs Place Dr. Kathleen Morrow Detroit, Michigan 48232 Consumer Relations Manager Consumers, Remember: (313) 972-7000 Carrier Air Conditioning Company 1.First, complain to the seller. Judy Schindler P.O. Box 4808 Director, Consumer Relations Syracuse, New York 13221 2.If that doesn't work, contact the company. Butterick Company, Inc. (315) 432-7651 161 6th Avenue 3. After that, contact an industry dispute program; the Better New York, New York 10013 Joyce Steele Business Bureau; or a local or state government office. (212) 620-2500 Manager, Consumer Communications 4. Finally, contact a trade association or Federal agency, as listed in Castle & Cooke, Inc. the Index under specific complaint topics. 50 California Street San Francisco, California 94111 5. The last resort is a small claims court or private lawyer. (415) 986-3000

415-444 0 - 83 - 3 : QL 3 19 13 CORPORATE CONSUMER CONTACTS

Bruce Wagner Customer Representative Shirley Merke David Karpinski Customer Service Supervisor Consumer Service Division Director of Consumer Services Office Manager Champion Spark Plug Cluett, Peabody and Conair Corporation Copper-Brite, Inc. Company Company, Inc. 11 Executive Avenue 5147 West Jefferson Boulevard P.O. Box 910 530 Fifth Avenue Edison, New Jersey 08817 Los Angeles, California 90016 Toledo, Ohio 43661 New York, New York 10036 (201) 287-4800 (213) 932.9331 (419) 535-2567 (212) 930-2900 Janet Venditti Elizabeth Thomas Suzanne Urban Roger H. Nun ley Manager, Consumer Affairs Director, Consumer Relations Director, Public Relations Manager, Industry and Consumer Congoleum Corporation Coppertone Corporation Channel, Inc. Affairs 195 Belgrove Drive 3030 Jackson Avenue Nine West 57th Street Coca-Cola Company Kearny, New Jersey 07032 Memphis, Tennessee 38151 New York, New York 10019 310 North Avenue, N.W. (201) 991-1000 (901) 320-2386 (212) 688-5055 Atlanta, Georgia 30313 (404) 898-2579 Cecil A. Bethea Gregg C. Dodson Annemarie Gonda Director, Group Operations Marketing Manager Manager, Consumer Relations Charles Mcllwaine Connecticut General Life Cornell- Dubiller Electronics Charles of the Ritz Group, Vice President, Corporate Insurance Company 118 East Jones Street Ltd. Communications Group Insurance Operations Fuquay-Varina, North Carolina 770 Broadway Coleman Company, Inc. Hartford, Connecticut 06152 27526 New York, New York 10003 250 North St. Francis Avenue (203) 726-6000 (919) 552-2281 (212) 420-5828 Wichita, Kansas 67202 (316) 261-3211 Eldon L. Saul James I. Seeley Pam Richard Coordinator, Distributor Relations Supervisor of Consumer Service Manager, Consumer Response Kathleen M. Fitzsimmons Conoco, Inc. Coming Glass Works Chesebrough-Pond's, Inc. Manager, Consumer Affairs P.O. Box 2197 HP EB-2 33 Benedict Place Colgate-Palmolive Company Houston, Texas 77252 Coming, New York 14830 Greenwich, Connecticut 06830 300 Park Avenue (713) 965-1609 (607) 974-8219 (203) 661-2000 New York, New York 10022 (212) 310-2000 Cynthia Grimm Dr. A. John Penicnak G. W. Marich Manager, Consumer Relations Senior Vice President, Corporate Manager, Consumer Affairs Nina Kenney Continental Airlines Scientific Department Chevron U.S.A., Inc. Director, Consumer Affairs P.O. Box 4807 Cosmair, Inc. P.O. Box 7753 Colonial Penn Group, Inc. Houston, Texas 77210-4607 530 Fifth Avenue San Francisco, California 94120 5 Penn Center Plaza (713) 630-6800 New York, New York 10036 (415) 894-3800 Philadelphia, Pennsylvania 19181 (212) 840-3900 (215) 988-8207 William Bentzin Nancy Caspar Manager, Business Development Marco DeVall Administrator, Consumer James M. O'Sullivan Control Data Corporation Consumer Affairs Relations Vice President, Government 8100 34th Avenue, South Cotten Company Church & Dwight Company, Affairs Minneapolis, Minnesota 55440 2740 North Clyboume Avenue Inc. Columbia Gas Distribution (612) 853-4569 Chicago, Illinois 60614 P.O. Box 369 Companies (312) 975-2700 Piscataway, New Jersey 08540 200 Civic Center Drive Jim Compton (201) 885-1220 P.O. Box 117 Director, Consumer Relations Eileen Hertzier Columbus, Ohio 43216-0117 Cooper Tim & Rubber Director, Customer Service Nathaniel J. Sutton (614) 460-2568 Company Cramer Products, Inc. Vice President, Customer Affairs Uma & Western Avenues P.O. Box 1001 Citibank, N.A. John Awerdick Findlay, Ohio 45840 Gardner, Kansas 66030 399 Park Avenue Vice President, Government (419) 423-1321 (913) 8847511 New York, New York 10043 Consumer Affairs (212) 559-0403 Columbia House Bill Pauli Joseph Goldkopf 1211 Avenue of the Americas Manager, Media Relations Director, Consumer Relations Cathi Hunt New York, New York 10036 Adolph Coors & Company Culsinarts, Inc. Director, Consumer Satisfaction (212) 975-6217 Golden, Colorado 80401 One Barry Place Clairol, Inc. (303) 279-6585 Greenwich, Connecticut 06902 345 Palk Avenue R. T. Paul (203) 622-4600 New York, New York 10154 Vice President, Wall Covering John R. Stone (212) 644-2990 (In New York, call Division Vice President and Director Robert J. Burke collect) Columbus Coated Fabrics Consumer Affairs Director, Consumer Affairs 800-223-5800 (toll free outside Company Combined Insurance Culligan International New York) 1280 North Grant Avenue Company of America Company Columbus, Ohio 43216 707 Combined Center One Culligan Parkway C. Kay Whitehurst (614) 225-6167 Northbrook, Illinois 60062 Northbrook, Illinois 60062 Consumer Services Manager (312) 564-8000 (312) 498-2000 Clorox Company Phyllis D. Beattie P.O Box 24305 Director, Consumer Services Tom Rizol Marvin E. Eisenstadt Oakland, California 94623 Combo Chemical, Inc. Manager, Customer Support Executive Vice President (415) 271-7283 1101 West Chester Avenue Conundore Business Cumberland Packing While Plains, New York 10604 Machines, Inc. Corporation (914) 694-5454 1200 Wilson Drive Two Cumberland Street West Chester, Pennsylvania Brooklyn, New York 11205 19380 (212) 858-4200 (215) 436-4200

14 20 CORPORATE CONSUMER CONTACTS

Robert J. Posch, Jr. Gerry Luepke Emagene Burge Associate Counsel Consumer Information Services Director, Commercial Marketing Wendy Sanderson Doubleday & Company, Inc. Economics Laboratory, Inc. and Consumer Education Director, Consumer Relations 501 Franklin Avenue Osborn Building, 370 Wabasha Entex, Inc. Darman Company, Inc. Garden City, New York 11530 St. Paul, Minnesota 55102 P.O. Box 2628 22.11 38th Avenue (516) 294-4628 (612) 293-2233 Houston, Texas 77001 Long Island City, New York 11101 (713) 654-5513 (212) 361-2240 Nancy R. Collinson Thomas Rae Manager, Consumer General Counsel Tom Maloy Consumer Affairs, Customer Communications E. F. Hutton Group, Inc. Director of Public Relations Service Department Dow Chemical Company 1 Battery Park Plaza Equifax, Inc. Danskin, Inc. P.O. Box 68511 New York, New York 10004 P.O. Box 4081 P.O. Box M 16 Indianapolis, Indiana 46268 (212) 742-5000 Atlanta, Georgia 30302 York, Pennsylvania 17405 (317) 873-7550 (404) 8858000 (717) 846-0186 Holly Gould Jim Ball Consumer Relations Supervisor Theresa M. Sullivan Stephen Miller Director, Corporate Elaine Powers Figure Consumer Relations Director Senior Vice President Communications Salons, Inc. Estee Lauder, Inc. Dean Witter Reynolds Dr. Pepper Company 105 West Michigan Street 767 Fifth Avenue Organization 5523 East Mockingbird Lane Milwaukee, Wisconsin 53203 New York, New York 10153 101 California Street Dallas, Texas 75206 (414) 273-2200 (212) 572-4200 San Francisco, California 94111 (214) 824-0331 (415) 955-6000 Randy Lovell° Jim Lowe Joy B. Moore Attorney, Community Affairs Administrator of Consumer Affairs John Deere Company Manager, Consumer Affairs Electrolux Corporation Ethan Allen, Inc. John Deere Road Drackett Products Company 3003 Summer Street Danbury, Connecticut 06810 Moline, Illinois 61265 5020 Spring Grove Avenue Stamford, Connecticut 06905 (203) 743-8546 (309) 752-8000 Cincinnati, Ohio 45232 (203) 359-3600 (513) 632-1275 Joseph V. Bres John B. Chinn Customer Service Department Manager, Consumer Affairs Manager, Consumer Affairs Marketing Department Emory Worldwide Exxon Company, U.S.A. Del Monte Corporation Duffy -Mott Company, Inc. Wilton, Connecticut 06897 P.O. Box 2180 P.O. Box 3575 High Ridge Park (203) 762-8601 Houston, Texas 77001 San Francisco, Califomia 94119 Stamford, Connecticut 06905 (713) 656-4845 (415) 442-4803 (203) 329-8091 James F. Bruce Director of Company Relations F D. W. Shaw Stephen Yanacek Encyclopedia Brittannica, General Manager, Consumer Inc. Consumer Relations Field Performance Representative Faberge, Inc. Affairs Dunlop Tire and Rubber 310 South Michigan Avenue Delta Air Lines Corporation Chicago, Illinois 60604 1345 Avenue of the Americas Atlanta Hartsfleld International (312) 347-7232 New York, New York 10105 P.O. Box 1109 (212) 581-3500 Airport Buffalo, New York 14240 Atlanta, Georgia 30320 (716) 879-8258 (404) 765-2600 Product Information Division Judi Kyte E. I. DuPont De Nemours Manager, Customer Relations Wilmington, Delaware 19898 Denny's Restaurants (302) 774-2421 16700 Valley View Avenue La Mirada, California 90637 Sharon Lombardi (714) 739-8100 Consumer Relations Manager Duracell International, Inc. Customer Assistance Department Berkshire Industrial Park DiCgital Eqpment Bethel, Connecticut 06801 Corporation (203) 796-4000 40 Old Bolton Road Stow, Massachusetts 01754 E (617) 897-5111 Consumers,Remember: Margaret Robinson Ruth Scherbarth Manager, Consumer Affairs 1. First, complain to the seller. Vice President, Customer Service Eastern Airlines Diners Club International Miami International Airport 2.If that doesn't work, contact the company. 183 Inverness Drive West Miami, Florida 33148 Englewood, Colorado 80112 (305) 873-3450 3. After that, contact an industry dispute program: the Better (303) 771-9230 (In Colorado) Business Bureau; or a local or state government office. 4100-525-9135 (toll free outside Kenneth Banks Colorado) Director of Advertising and 4. Finally, contact a trade association or Federal agency, as listed in Planning the Index under specific complaint topics. Lon Lowrey Eckerd Drug Company Manager, Regulatory Affairs P.O. Box 4689 5. The last resort is a small claims court or private lawyer. Dorsey Laboratories Clearwater, Florida 33518 P O. Box 83288 (113) 397-7461 Uncoln, Nebraska 68501 (402) 464-6311

21 15 CORPORATE CONSUMER CONTACTS

Roberta Waterhouse Mary Luethmers Sandy Wermer Processing Services Consumer Affairs Department Customer Relations Manager Supervisor of Consumer Affairs Fotomat Corporation Fanny Farmer Candy Shops Fingerhut Corporation Fisher-Price Toys 205 Ninth Street North #4 Preston Court 11 Mcleland Road East Aurora, New York 14052 St. Petersburg, Florida 33701 Bedford, Massachusetts 01730 St. Cloud, Minnesota 56395 (716) 687-3062 (314) 997-7169 ext. 514 (617) 275-1300 (612) 252-3181 800-225-1363 (toll free) Carol D. Scroggine William Boyd Jan Athey Director of Consumer Services Senior Vice President, Judy Woolfolk Director, Consumer Affairs Fleming Foods Company Merchandising Home Economist Firestone Tire & Rubber P.O. Box 1160 Franks Nursery and Crafts Faultless Starch/Bon Ami Company 120 East 6th Street 6399 East Nevada Company P.O. Box 81120 AMF BK 11 Topeka, Kansas 66601 Detroit, Michigan 48234 1025 West 8th Street Cleveland, Ohio 44181 (913) 233-2866 (313) 366-8400 Kansas City, Missouri 64101 (216) 362-5500 (inside Ohio, call (816) 421-7075 collect) Hazel Hunter Marlene Cummins 800-321-1252 (toll free outside Customer Relations Consumer Affairs John West Ohio) Florists Transworld Delivery R. T. French Company Manager, Service Assurance Association (FTD) One Mustard Street Federal Express John Popovich 29200 Northwest Highway P.O. Box 23450 Corporation Vice President and Manager of Southfield, Minnesota 48076 Rochester, New York 14692 P.O. Box 727, Department C Consumer Affairs (313) 355-9300 (716) 482-8000 Memphis, Tennessee 38194 First Interstate Bank of (901) 369-3839 California Joseph Duffy Robert A. Marks 707 Wilshire Boulevard Manager, Customer Relations Director, Field Services and Linda Briggs Los Angeles, California 90017 Florsheim Shoe Company Customer Relations Senior Editor (213) 614-3667 130 South Canal Street Frigidaire (Parts & Service) Federated Department Chicago, Illinois 606.16 P.O. Box WC-4900 Stores, Inc. Dianne Robertson (312) 559-7456 Dayton, Ohio 45449 Seven West Seventh Street Senior Vice President (513)297.3596 Cincinnati, Ohio 45202 First Jersey Securities, Inc. Marta Jones (513) 579-7000 Two Montgomery Street Manager, Corporation Jack McGuire Jersey City, New Jersey 07303 Communications Director of Consumer Affairs Cathy Sharkey (201) 547-7000 Flowers industries, Inc. Frontier Airlines, Inc. Manager, Consumer Services P.O. Box 1338 8250 Smith Road Fieldcrest Mills Susan Barlow Thomasville, Georgia 31792 Denver, Colorado 80207 60 West 40th Street Director, Consumer Center (912) 226-9110 (303) 398-5151 New York, New York 10018 First National Supermarkets, (212) 536-1364 Inc. Joy Sabot Janet Rosati 17000 Rockside Road Manager, Public Relations Director of Quality Control and Finest Supermarkets Cleveland, Ohio 44137 Flying Tiger Line, Inc. Consumer Services See First National (216) 587-7100 (inside Ohio) 7401 World Way West Fruit of the Loom, Inc. Supermarkets, Inc. 800-321-9000 (toll free outside Los Angeles, California 90009 One Fruit of the Loom Drive Ohio) (213) 646-3866 Bowling Green, Kentucky 42101 (502) 781-6400 Rick Braden Group Manager, Customer Al Harvey Services National Service Manager Foley's Fuji Photo Film U.S.A., Inc. P.O. Box 1971 341 Michelle Place Houston, Texas 77253 Carlstadt. New Jersey 07072 (713) 651-6624 (201) 935-6022

Beatrice Stephens Jan Cook President Supervisor. Customer Service Food Products, Inc. Fuller Brush Company P.O. Box 1667 P.O. Box 729 Consumers, Remember: Richmond, California 94802 Westport Addition (415) 234-2078 Great Bend, Kansas 67530 (316) 792-1711 ext. 288 1 First complain to the seller Ellen Mott Consumer Relations Director 2If that doesn t work. contact the company G Foodways National, Inc. P.O. Box 41 Patricia O'Keefe 3After that contact an industry dispute program. the Better Director of Consumer Affairs Business Bureau or a local or state government office Boise, Idaho 83707 (208) 383-6710 GAF Corporation 140 West 51st Street 4 Finally, contact a trade association or Federal agency. as listed in New York, New York 10020 the Index under specific complaint topics (212) 621-5691

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

2''

16 CORPORATE CONSUMER CCNTACTS

Daniel Solomon Hank Harrif M. J. Jorgensen Sandra A. Bianchini Director, Consumer Relations Manager, Consumer Relations Director, Customer Relations Consumer Relations Assistant Ernest & Julio Gallo Winery Gibson Appliance Greyhound Lines, Inc. Hershey Foods Corporation P.O. Box 1130 Corporation Greyhound Tower 10 East Chocolate Avenue Modesto, California 95353 1401 Van Deinse 111 West Clarendon Avenue P.O. Box 815 (209) 521-3599 Greenville, Michigan 48838 Phoenix, Arizona 86077 Hershey, Pennsylvania (616) 754-5621 ext. 287 (602) 248-5000 17033-0815 Jean F. Hopwood (717) 534-7500 Manager, Consumer Affairs F. W. Adami, Jr. Walter Spivey, Jr. General Electric Company Director, Consumer Affairs Customer Service Manager Charles Schuller Appliance Park AP6-227 Gillette Company Grolier Enterprises, Inc. Executive Customer Service Louisville, Kentucky 40225 Prudential Tower Building Sherman Turnpike Hertz Corporation (502) 452-3754 Boston, Massachusetts 02199 Danbury, Connecticut 06816 660 Madison Avenue (617) 421-7327 (203) 797-3500 ext. 3688 New York, New York 10021 Barbara Whitney (212) 980-4153 Manager, Consumer Service Glenwood J. E. Kemker S00-654-8212 (toll free) General Foods Corporation See Raytheon Customer Affairs Analyst 250 North Street Gulf 011 Corporation Mike Silva White Plains, New York 10625 Paul M. Miller P.O. Box 51157 Director of Public Affairs (914) 335 -2500 Manager, Consumer Affairs Atlanta, Georgia 30302 Heublein Wines B. F. Goodrich Company (404) 491-5228 601 Fourth Street Mary School 500 South Main Street San Francisco, California 94107 Assistant Manager, Consumer Akron, Ohio 44318 (415) 777-6730 Relations (216) 374-3796 H General Mills, Inc. Louise Benson P.O. Box 1113 M. C. Jenison Chip Dickey Supervisor, Consumer Affairs for Minneapolis, Minnesota 55440 Director, Consumer Relations Customer Service Administration Heublein Spirits (612) 540-4295 Goodyear Tire & Rubber Hallmark Cards, Inc. Heublein, Company P.O. Box 580 330 New Park Avenue Customer Relations Department Akron, Ohio 44316 Kansas City, Missouri 64141 Hartford, Connecticut 06101 General Motors Acceptance (216) 796-2121 (816) 274-5111 (203) 233-7531 Corporation 3044 West Grand Boulevard, Ray A. Gipson Gus Wallin Doria Taylor Room AX342 Vice President, Corporate Director, Product Safety Director, Guest Relations Detroit, Michigan 48202 Administration Hamilton Beach Company Hilton Hotels Corporation (313) 556-5000 Gordon Jewelry Corporation 99 Mill Street 9880 Wilshire Boulevard 820 Fannin Waterbury, Connecticut 06720 Beverly Hills, California 90210 Alan D. Galletly Houston, Texas 77002 (203) 573-1199 ext. 206 (213) 278-4321 Director of Public Affairs, (713) 222-8080 Telephone Operations James Speice Jerald A. Breitman General Telephone & Corinne A. Forti Assistant Vice President, Public Manager, Public Policy and Electronics Corporation Director of Information Services Affairs Manning (GTE) W. R. Grace & Company Hammermill Papers Group Hoffman-LaRoche, Inc. One Stamford Forum Grace Plaza P.O. Box 10050 340 Kingsland Street Stamford, Connecticut 06904 1114 Avenue of the Americas Erie, Pennsylvania 16533 Nutley, New Jersey 07110 (203) 965-2630 New York, New York 10036 (814) 456-8811 (201) 235-4909 (212) 819-5500 James Yarian Kathy Orr Larry Biggert Manager of Consumer Services Don Vaillancourt Manager, Public Relations Manager, Guest Assistance General Tire & Rubber Vice President, Corporate Harlequin Enterprises Ltd. Department Company Communications and Consumer 225 Duncan Mill Road Holiday Inns, Inc. 1 General Street Affairs Don Mills, Ontario, Canada 3781 Lamar Avenue Akron, Ohio 44329 Grand Union Company M3133K9 Memphis, Tennessee 38195 (216) 798-3151 100 Broadway (416) 445-5860 (901) 362-4001 Elmwood Park, New Jersey 07407 Kathryn Hansen (201) 794-2000 Betty Leonard Ann McGrath Manager, Consumer Relations Consumer Relations Manager Corporate Guarantee Gerber Products Company Grace Krohn Hartz Mountain Corporation Administrator 445 State Street Consumer Service Representative 700 South Fourth Street Holiday Inns, Inc. Fremont, Michigan 49412 Mrs. Grass, Inc. Harrison, New Jersey 07029 3796 Lamar Avenue (616) 928-2000 725 South 25th Avenue (201) 481-4800 Memphis, Tennessee 38195 Bellwood, Illinois 60104 (901) 362-4312 Gloria Martin (312) 547-7070 Donna Elliot Director, Consumer Affairs Manager, Consumer Relations Home Owners Warranty Germaine Mantel, Ellen &Wirtz H. J. Heinz Company Program (HOW) Cosmetlques Corporation Customer Relations Manager 1062 Progress Street 2000 L Street, N.W. 40 West 57th Street Great Atlantic & Pacific Tea Pittsburgh, Pennsylvania 15212 Washington, D.C. 20036 New York. New York 10019 Company (ALP) (412) 237-5740 800-1154-1111 (toll free) (212) 582-3010 ext. 158 or 159 2 Paragon Drive Montvale, New Jersey 07645 (201) 573-4240 23 17 CORPORATE CONSUMER CONTACTS

Eugene McDonald Robert Jones Director, Customer Relations Vice President, Public Affairs INA/AETNA Jewel Companies, Inc. 1600 Arch Street 5725 North East River Road it One Mezzanine Chicago, Illinois 60631 Philadelphia, Pennsylvania 19101 (312) 693-6000 (215) 241-2729 Jane Armstrong Consumer Affairs Representative Vice President, Consumer Affairs Public Relations Department Jewell Foods International Business 1955 West North Avenue Consumers, Remember: Machines Corporation Meirgse Park, Illinois 60160 (IBM) (312) 531-6477 1 First, complain to the seller T.M. Old Orchard Road Armonk, New York 10504 Dorothy D. Matsu 2If that doesn't work. contact the company. (914) 765-1900 Director, Consumer and Professional Services 3After that. contact an industry dispute program. the Better Nancy Sweet Johnson & Johnson Baby Business Bureau. or a local or state government office. Director, Consumer Services Products Company International Multifoods Grandview Road 4Finally. contact a trade ass cation or Federal agency. as listed in Multifoods Tower Skillman, New Jersey 08558 the Index under specific cooplaint topics. P.O. Box 2942 800-942-7754 (toll free in New Minneapolis, Minnesota 55402 Jersey) 5 The last resort is a small claims court or private lawyer. (612) 340-3410 800-526-3957 (toll free outside New Jersey) John L. Burbidge Consumer Affairs Muriel Campbell Vice President, Customer Jane Yates Residential Division Supervisor, Customer Relations Relations Vice President, Consumer Affairs Honeywell, Inc. (restaurants) Investors Diversified and Public Relations 1885 Douglas Drive Howard Johnson Company Services, Inc. Golden Valley, Minnesota 55422 Johnson & Johnson 222 Forbes Road IDS Tower 32nd Floor Products, Inc. (612) 542-3300 Braintree, Massachusetts 02184 Minneapolis, Minnesota 55402 501 George Street (617) 848-2350 (612) 372-3226 New Brunswick, New Jersey Inquiries Department 08903 Honeywell informahm Lucy Belle King Muriel G. Adamy 800-352-4777 (toll free inside Manager, Consumer Relations Systems, Inc. Manager of Consumer Affairs New Jersey) Honeywell Plaza Hunt-Wesson Foods, Inc. ITT Continental Baking 800-525-2433 (toll free outside 1645 West Valencia Drive Minneapolis, Minnesota 55408 Company New Jersey) (612) 870-2932 Fullerton, California 92634 Box 731, Halstead Avenue (714) 680-1430 Rye, New York 10580 Carol L. Hansen Robert N. Cowie (914) 899-0225 Consumer Affairs Director Director of Consirher Affairs Dawn Webber Manager, Consumer Affairs Johnson Wax Hoover Company Karin Krueger 1525 Howe Street 101 East Maple Hyatt Hotels Corporation Manager, Consumer Affairs Racine, Wisconsin 53403 One Hyatt Center, 9700 West Bryn North Canton, Ohio 44720 ITTCorporation (414) 631-2800 (216) 499-9200 ext. 294 Mawr 320 Park Avenue Rosemont, Illinois 60018 New York, New York 10022 JVC Corporation Allan Krejci (312) 860-1234 (212) 940-1547 See US JVC Corporation Director, Public Relations George A. Hormel and J K Company Thomas M. Hyde Susan Funk 501 16th Avenue, N.E. Manager, Consumer Services James McNerney Austin, Minnesota 55912 Ideal Toy Company Director, Public Relations Director, Customer Relations (507) 437-5611 Jackson and Perkins K Mart Corporation 184-10 Jamaica Avenue Company Hollis, New York 12423 3100 West Big Beaver Road One Rose Lane Public Affairs Office (212) 481-6400 Troy, Michigan 48084 Household Finance Medford, Oregon 97501 (313) 643-1643 (503) 776-2000 ext. 3440 Corporation Consumer Affairs Representative 2700 Sanders Road Igloo Corporation Lynda Huffman V. B. Hardy Prospect Heights, Illinois 60070 P.O. Box 19322 Customer Relations (312) 564-5000 Consumer Affairs Representative Houston, Texas 77024 Jeffrey Martin, Inc. (713) 465-2571 Kai Kan Foods, Inc. Betty White 1090 Morris Avenue 3386 East 44th Street Union, New Jersey 07083 National Manager. Guest Services Mary Ann Kepes Vernon, California 90058 (201) 687-4000 (motor lodges) Customer Service (213) 587-2727 Howard Johnson Company Imperial Wall Coverings, Inc. Consumer Services Department 222 Forbes Road 23645 Mercantile Road Annette Watkins Braintree, Massachusetts 02184 Cleveland, Ohio 44122 Jenn-Air Corporation Manager. Consumer Relations (617) 848-2350 (216) 464-3700 3035 Shade land Karastan Mills Indianapolis, Indiana 46226 Division of Fieldcrest Mills, Inc. (317) 545-2271 P.O. Box 130 Eden, North Carolina 27288 (919) 627-3400 800-334-1151 or 1181 (toll free) 2,1 18 CORPORATE CONSUMER CONTACTS

Public Relations Department Manager Gayle A. AuH Nick Russel° Katy Industries, Inc. Customer Relations Department Manager, Consumer Services Director, Sales Administration 853 Dundee Avenue Kitthen Ald National Leeward* Needlework. a Lorillard Elgin, Illinois 60120 Service-Hobart Crafts 886 Fifth Avenue (312) 379-1121 Corporation 840 North State Street New York, New York 10103 Troy, Ohio 45374 Elgin, Illinois 60120 (212) 841-8500 Kaufman (513) 335-7171 (312) 888-5860 See May Department Stores Barbara Schuelke Company Carl S. DumBauld Pam Groce Information Spada llst Director, Photo Information Customer Service Manager Louis Rich Company Consumer Affairs Representative Eastman Kodak Company, L'Egge Brands, Inc. P.O. Box 7188 Kawasaki Motors Inc. P.O. Box 748 Madison, Wisconsin 53707 Corporation 343 State Street Rural Hall, North Carolina 27098 (608) 241-3311 1062 McGraw Avenue Rochester, New York 14650 (919) 768-9540 Santa Ana, California 92705 (716) 724-3213 Jim Koerlin (714) 835-7000 Jane Creel Service Manager Sara Jo Victors Consumer Affairs Manager Lucky Stores, Inc. Sara Maness Manager, Consumer Service Lever Brothers Company P.O. Box BB Consumer Relations Manager Kraft Consumer Service 390 Park Avenue Dublin, California 94588 Kayser-Roth Hosiery Retail Food Group Kraft, Inc. New York, New York 10022 (415) 833-6000 612 South Main Street Glenview, Illinois 60025 (212) 688-6000 Burlington, North Carolina 27215 (312) 998-2000 M (919) 229-5334 Machelle Parker Judy Ball Consumer Complaints J. Patricia Stanley Judy Peters Customer Relations Specialist Levi Strauss and Company Director, Customer Services Supervisor, Customer Relations K014roger Corpany 1155 Battery Street Masco Enterprises San Francisco, California 94106 381 Brooks Road Keebier Company, Inc. 1 VineStreet (415) 544-7335 1 Hollow Tree Lane Cincinnati, Ohio 45201 King of Prussia, Pennsylvania Elmhurst, Illinois 60126 (513) 762-4448 19406 Eleanor Pad Eckardt (312) 833-2900 800 - 362 -5267 (toll free in L Vice President, Consumer Pennsylvania) Relations 1100-523-1180 (toll free outside Muriel Cleary Pennsylvania) Manager, Consumer Services Sales-Service Department Levitz Furniture Corporation 1317 N.W. 167th Street Department Lamaur, Inc. Kellogg Company P.O. Box 1221 Miami, Florida 33169 Michael J. McPherson Minneapolis, Minnesota 55440 (305) 625-6421 Vice President 235 Porter Street Macy's New York Battle Creek, Michigan 49016 (612) 571-1234 Kathy Go les 151 West 34th Street (616) 968-2268 or 2275 Arlene Stanfield Supervisor, Consumer Relations New York, New York 10001 Director, Consumer Affairs Libby, McNeill a Libby, Inc. (212) 560 -4092 P3ter P. Falco Land .Lakes, Inc. 1800 West 119th Street Manager, Product Service Manager, Customer Relations Kelly-Springfield Tire P.O. Box 116 Chicago, Illinois 60643 Minneapolis, Minnesota 55440 (312) 568-3300 ext. 235 Magic Chef, Inc. Company 2730 20th Street Kelly Road (612) 481-2128 Mary Hox Cleveland, Tennessee 37311 Cumberland, Maryland 21502 Consumer Relations Manager (615) 472-3371 (301) 777-6017 Kim Reid Quality Control Manager Lifesavers, Inc. Lea & Perrin., Inc. 825 Madison Avenue Magnavox Al Hair New York, New York 10022 see North American Phillips Consumer Relations Manager 15-01 Po Ilitt Drive Kelvinator Appliance Fair Lawn, New Jersey 07410 (212) 872-9714 (201) 791-1600 David Keller Company Marie McDermott Customer Service Manager 930 Fort Duquesne Boulevard Paul Stressel Manager, Consumer Affairs Majestic Company Pittsburgh, Pennsylvania 15222 Thomas J. Lipton, Inc. 1000 East Market Street (412) 283-3785 Public Affairs Director Leder l Laboratories 800 Sylvan Avenue Huntington, Indiana 46750 Division of American Cyanamid Englewood Cliffs, New Jersey (219) 356-8000 Dee Atkinson 07632 Consumer Relations Manager Company One Cyanamid Plaza (201) 567-8000 Mavis Levy Kemper Group Executive Office Long Grove, Illinois 60049 Wayne, New Jersey 07470 (201) 831-4616 Customer Relations Department Manufacturers Hanover (312) 540-2122 UttonMicrowave Cooking Trust Company Shirley Topmiller LaTanya Cariock Puctsrod 270 Park Avenue Manager, Consumer Affairs Consumer Affairs Department 1405 North Xenium Lane New York, New York 10017 Kentucky Fried Chicken Lee Apparel Company, Inc. Minneapolis, Minnesota 55440 (212) 286-7370 P.O. Box 32070 9001 West 87th Street (812) 553-2600 Louisville, Kentucky 40232 Merriam, Kansas 66202 R. A. Rankin, Jr. (502) 456-8300 (913) 384-4000 William G. Combs Vice President, Corporate Vice President, Administration Relations Donita L. Stobaugh Longs Drug Stores, Inc. Marriott Corporation Director, Consumer Services 141 North Civic Drive One Marriott Drive Mmbeely-Clark Corporation Walnut Creek, California 94596 Washington, D.C. 20058 P.O. Box 2020 (415) 937-1170 (301) 897-9000 Neenah, Wisconsin 54956 (414) 721-5308 25

19 CORPORATE CONSUMER CONTACTS

Tammy Longworth S. R. Payne Margaret Sage Valerie A. Beyer Manager, Consumer Affairs, Toys General Service Manager Manager, Consumer Affairs Customer Service Manager Division Maytag Company Medi-Mart Stores Michigan Bulb Company Mattel, Inc. Newton, Iowa 50208 P.O. Box 2153 (Flower of the Month) 5150 Rosecrans (515) 792-7000 Boston, Massachusetts 02106 1950 Waldorf, N.W. Hawthorne, California 90250 (617) 770-8975 Grand Rapids, Michigan 49550 (213) 978-6127 Mary Marino (616) 453-5401 Manager, Consumer Services John F. Ries ler Christopher A. Mangiapane McCall Pattern Company Vice President, Personnel and Fara Mason Advertising and Merchandising 230 Park Avenue Administration Supervisor, Consumer Relations Department Manager New York, New York 10169 Melville Corporation Midas international Max.!! Corporation of (212) 880-2625 3000 West Chester Avenue 225 North Michigan Avenue America Polly Murray Harrison, New York 10528 Chicago, Illinois 60601 60 Oxford Drive Manager, Consumer Services (914) 253-8000 (312) 565-7500 Moonachie, New Jersey 07074 McCormick & Company, Inc. 800-821-8545 (toll free) (201) 440-8020 414 Lirj.iit Street Corporate Communications Baltimore, Maryland 21202 Department Connie M. Kent Consumer Relations Department (301) 547-6274 Memorex Corporation Manager, Regulatory and Max Factor San Tomas at Central Expressway Consumer Affairs 1655 North McCadden Place Community and Consumer Affairs Mail Stop 12-39 Mlles Laboratories, Inc. Hollywood, California 90028 McDonald's Corporation Santa Clara, California 95052 Consumer Healthcare Division (213) 856-6000 McDonald's Plaza (403) 987-1000 P.O. Box 340 Oak Brook, Illinois 60521 Elkhart, Indiana 46515 Jean C. Zehner (312) 887 -8198 (call collect) Mary Ann Molner (219) 282-76114 Vice President, Consumer Affairs Consumer Relations Administrator May Department Stores Tom Mershon Mennen Company Consumer Service Coordinator Company Director, Customer Service Morristown, New Jersey 07960 Mlles Laboratories, Inc. 400 Fifth Avenue McGrew-Hill, Inc. (201) 631-9000 Household Products Division Pittsburgh, Pennsylvania 15219 Princeton Road 7123 West 65th Street (412) 232-2858 Hightstown, New Jersey 08520 0. L. Steele Chicago, Illinois 90638 (609) 426-5000 Director, Customer Relations (312) 458-6100 Jacqueline Keller Mercury Marine Director of Public Affairs Alexa C. Berret 1939 Pioneer Road Kathleen D. Ryan Mayfair/Foodtown Supervisor, Consumer Affairs Fond du Lac, Wisconsin 54935 Manager Government Affairs Supermarkets, Inc. McNeil Laboratories, Inc. (414) 929 -5000 Miller Brewing Company 681 Newark Avenue Camp Hill Road 3939 West Highland Boulevard Elizabeth, New Jersey 07208 Fort Washington, Pennsylvania Corporate Public Relations Milwaukee, Wisconsin 53208 (201) 352-6400 19034 Department (414) 931-2140 (215) 233-7000 Meredith Corporation Customer Service Department 1716 Locust Street Gerald Merritt Mayflower Corporation Rolland M. Eckels Des Moines, Iowa 50338 Vice President, Public Relation, P.O. Box 107B Director of Public Affairs (515) 284-3000 Milton Bradley Company Indianapolis, Indiana 46206 Mead Johnson & Company 111 Maple Street (317) 875-1000 2400 Pennsylvania Street Jennifer B. Smith P.O. Box 2209 Evansville, Indiana 47721 Vice President and Manager, Springfield, Massachusetts 01101 (812) 426-6000 Customer Service (413) 525-6411 Merrill Lynch and Company, Inc. Roger Morrow 165 Broadway Vice President, Administration New York, New York 10080 Milwaukee Insurance (212) 637-0132 P.O. Box 621 Milwaukee, Wisconsin 53201 Claire Bertolotti (414) 271-0525 Supervisor, Consumer Affairs Mervyn's Audrey Pierce 25001 Industrial Boulevard Executive Director, Consumer Consumers, Remember: Hayward, California 94545 Affairs (415) 786-8341 Minnesota Mining and I First. complain to the seller Manufacturing Company Bruce C. Hemer (3M) 2If that doesn t work, contact the company Director, Consumer Affairs Building 225-2N St. Paul, Minnesota 55144 3After that, contact an industry dispute program. the Better Metropolitan Life Insurance Business Bureau or a local or state government office Company (612) 733-1385 One Madison Avenue New York, New York 10010 Greg VanZandt 4Finally contact a trade association or Federal agency. as listed in. National Manager, Consumer the Index under specific complaint topics (212) 578-2544 Relations Department Martin J. Wertheim Minolta Corporation 5 The last resort is a small claims court or private lawyer Manager, Consumer Re Sabo ,s 101 Williams Drive Michelin Tire Corporation Ramsey, New Jersey 07446 One Marcus Avenue (201) 825-4000 Ext. 260 Lake Success, New York 11042 (516) 488-3500 ext. 2230

20 2 6 CORPORATE CONSUMER CONTACTS

Loretta Skinner N David Gay Betty Ridgely aanaviersent of Consumer Affairs Customer Service Representative Director, Consumer Services Marguerite A. Leahy Nintsio Research, Inc. Noxell Corporation High Street Senior Manager, Consumer 2403 Johnson Ferry Road P.O. Box 1799 Hackettstown, New Jersey 07840 Services Atlanta, Georgia 30341 Baltimore, Maryland 21203 (201) 852-1000 Nabisco Brands, Inc. (404) 451-3494 (301) 628-4411 Parsippany, New Jersey 07054 E. E. Vonderahe (201) 898-7480 Catherine Hynes NuTone Manager Customer Relations Manager, Consumer Relations see Scovill, Inc. Mobil Oil Corporation Terry Leitz No Nonsense Fashions, Inc. 3225 Gallows Road Manager, Customer Service P.O. Box 77057 011 Fairfax, Virginia 22037 NAP/Consumer Electronics Greensboro, North Carolina 27407 (703) 849-3966 P.O. Box 555 (919) 852-6300 Nancy Quinn Jefferson City, Tennessee 37760 Consumer Relations Supervisor Modern Maid (615) 475-3801 Norelco Ocean Spray Cranberries, See Raytheon See North American Phillips Inc. Jean M. Otte Water Street Plymouth, Massachusetts 02360 Thomas J. Slocum Manager, Consumer Affairs Steve Matyi (617) 747-1000 Director, Public Relations National Car Rental Vice President of Service Monsanto oWcultural Systems, Inc. North American Systems, Products Company Minneapolis, Minnesota 55435 Inc. Fred B. Tregaskis (612) 830-2121 ext. 5200 24700 Miles Road Directc,r, Marketing Services 800 North Uncfbergh Boulevard Olen Mills, Inc. St. Louis, liassouri 63166 800-387-41767 (toll free for Bedford Heights, Ohio 44146 emergency road service) (218) 464-4000 4325 Arnnicola Highway (314) 894-3079 P.O. Box 23456 Chattanooga, Tennessee 37422 James Gotta Carol Barbera C. D. Gutmann or Elaine Newberg (615) 822-5141 Customer Relations Ombudsman, Director, Consumer Product Claims Administrator Education North American Phillips Montgomery Ward C. E. Becker 1 Montgomery Ward Plaza (4-N) National Fuel Gas Corporation 100 East 42nd Street Consumer Affairs Chicago, Illinois 60871 10 Lafayette Square Olin Corporation (312) 467-2628 Buffalo, New York 14203 New York, New York 10017 Winchester Division (716) 855-7081 (212) 850-5359 East Afton, Illinois 62024 Nestor Vasquez (618) 258-2000 General Manager Douglas B. White, Jr. Paulette Corisen Assistant Secretary Customer Service Representative Morse Elector) Product Hedy Harigrove National Life and Accident NorthCorporationAmerican Watch Corporation Vice President of Operations 3444 Morse Drive Insurance Company Olson-Travelworld Ltd. American General Center 650 Fifth Avenue Dallas, Texas 75211 P.O. Box 92734 Nashville, Tennessee 37250 New York, New York 10019 (214) 337-4711 Los Angeles, California 90009 (615) 749-1841 (212) 397-7800 (213) 870-7100 Jane Dudley John T. Doulin James W. Taft Consumer Affairs Administrator Nicholas Rabiecki, Jr. Morton Salt Customer Relations Officer Director, Advertising Nationwide Insurance Northrop Corporation Vice President, Planning 110 North Wacker Drive OIy Camera Chicago, Illinois 60606 Company 1800 Century Park East CC on (312) 621-5580 One Nationwide Plaza, 34T Century City, California 90067 Columbus, Ohio 43218 (213) 553-8262 145 Crossways Park Woodbury, New York 11797 (614) 227-8334 Mr. Coffee (518) 364-3000 See North American Cameron Hinke Paul King Director of Facilitation Systems, Inc. Virginia Ronn President Northwest Airlines, Inc. Consumer Relations Bertiernin Chrisman Neighborhood Periodical Minneapolis/St. Paul International Club, Inc. Representative Vice President, Service Airport Oneida, Ltd. Murray Ohio Manufacturing 650 Northland Boulevard, Suite 20 St. Paul. Minnesota 55111 Cincinnati, Ohio 45240 Kenwood Station Company (612) 726-2046 Oneida, New York 13421 (513) 851-5330 P.O. Box 288 (315) 361-3000 Brentwood, Tennessee 37027 Thomas W. Towers (615) 373-6500 Adak Sampogna Manager, Public Relations Consumer Affairs Merin Heberger Northwestern Mutual WI Manager, Consumer Relations =zer,Company, Inc. Len Tondl Insurance Company Ore-Ida Foods, Inc. Vice President, Public Relations 100 Bloomingdale Road 720 East Wisconsin Avenue White Plains, New York 10605 P.O. Box 10 Mutual of Omaha Insurance Milwaukee, Wisconsin 53202 Boise, Idaho 83707 (914) 682-6585 Company (414) 271-1444 (208) 383-6237 Mutual of Omaha Plaza Eric Rivera Omaha, Nebraska 68175 Anita Davis Arnold Yeadon, M.D. Assistant Vice President (402) 342-7600 Director, Customer Relations Medical Director New York Life Insurance Norwegian Caribbean Linos Ortho Pharmaceutical Company One Biscayne Tower Corporation 51 Madison Avenue Miami, Florida 33131 Raritan, New Jersey 08869 New York, New York 10010 (305) 358-6670 (201) 524-2344 (212) 576 -5061 Norwich-Eaton Pharmaceutical See Proctor & Gamble

415-444 0 - 83 4 QL 3 27 21 CORPORATE CONSUMER CONTACTS

Jean Cowden Patricia M. Cody Connie Littleton W. J. Flesher Manager, Consumer Information Director, Consumer Affairs Consumer Relations Coordinator Consumer Affairs Representative Oscar Mayer and Company Pan - American World Perdue Farms, Inc. Phillips Petroleum Company P.O. Box 7188 Airways (PanAm) P.O. Box 1537 16 Phillips Building Madison, Wisconsin 53707 200 Park Avenue, Pan Am Building Salisbury, Maryland 21801 Bartlesville, Oklahoma 74004 (608) 241-6822 New York, New York 10166 (301) 543-3000 (918) 661-6760 (212) 880-8140 Suzanne Kautsky Phyllis Wolfe Plc -N -Pay Public Relations Manager Justin Camerlengo Manager, Consumer Affairs See First National Oster Company Assistant General Manager, Personal Products Supermarkets Inc. 5055 North Lydell Avenue Corporate Affairs Company Milwaukee, Wisconsin 53217 Panasonic Van Uew Avenue Donald F. McGuire (414) 332-8300 One Panasonic Way Militovn,New Jersey 08850 Staff Vice President, Public Affairs Secaucus, New Jersey 07094 (201) 524-7487 Piedmont Aviation, Inc. Tom Ireland (201) 348-7182 P.O. Box 2720 Manager, Field and Customer Dr. Andrew Ebert Winston-Salem, North Carolina Services Robert McLaughlin Consumer Affairs Representative 27156 Outboard Marine Manager, Sales and Service Pet, Inc. (919) 767-5697 Corporation Parker Pen Company 400 South Fourth Street 100Sea HorseDrive P.O. Box 5100 St. Louis, Missouri 63102 David 0. Martin Waukegan, Illinois 60085 Janesville, Wisconsin 53547 800-325-7130(toll free) Vice President (312) 889-5822 (608) 755-7000 Pier 1 Imports, Inc. Marketing Department 2520 West Freeway Betty Whitehead Sue Nosey Pfizer Consumer Products Fort Worth, Texas 76102 Consumer Services Director, Consumer Affairs 235 East 42nd Street (817) 335-7031 Representative (commercial P&C Food Markets, Inc. New York, New York 10017 and residential insulation) P.O. Box 4985 (212) 573-2323 Donald Rupert Owens-Corning Fiberglas Syracuse, New York 13221 Comptroller Fiberglas Tower (315) 457-9460 Charles H. Sumner S. S. Pierce Company, Inc. Toledo, Ohio 43659 Manager, Sales Administration 74 Seneca Street (419) 248-7596 Satenig St. Marie Pharmicralt Dundee, New York 14837 Vice President, ConsumerAffairs 755 Jefferson Road (607) 243-7171 Mary Ann Palinski J. C. Penney Company Rochester, New York 14603 Consumer Services Administrator 1301 Avenue of the Americas (716) 475-9000 ext. 248 Mary Ellen Jenks (bathing fixtures) New York, New York 10019 Vice President, Consumer Affairs, .1r:ns-Corning Fiberglas (212) 957-6612 Philco Consumer Foods Group Fiberglas Tower See North American Phillips Pillsbury Company Toledo, Oh lo 43659 Florence Finley 200 South Sixth Street (419) 248-7721 Manager, Consumer Affairs Elizabeth Hopkins Minneapolis, Minnesota 55402 Penn Mutual Life insurance Manager, Corporate Support (612) 330-4968 C. LeeNelson Company Programs and Consumer Affairs Vice President and Director of Independence Square Phillip Morris, Inc. Public Affairs Philadelphia, Pennsylvania 19172 120 Park Avenue Owens-Illinois, Inc. (215) 625-5717 New York, New York 10017 One Seagate (212) 880-3489 Toledo, Ohio 43666 Don M. Johnson (419) 247-1103 Consumer Products Representative Timothy Hanlon Pennzoil Motor Oil Division Director, Consumer Affairs P.O. Box 2967 Ozark Airlines Houston, Texas 77252-2967 Lambert/St. Louis International (713) 546-4000 ext. 4372 Airport Consumers, Remember: P.O. Box 10007 Joseph Pollard St. Louis, Missouri 63145 Corporate Vice President, Public 1. First, complain to the seller. (314) 895-6790 Relations Peoples Drug Stores,inc, 2.If that doesn't work, contact the company. 6315 Bren Mar Drive Alexandria, Virginia 22312 3. After that, contact an industry dispute program; the Better Rick Berndt (703) 750-6875 Business Bureau; or a local or state government office. Consumer Complaints Pabst Brewing Company Connie Colton 4. Finally, contact a trade associetien or Federsil agency, as listed in P.O. Box 947 Manager, Consumer Affairs the Index under specific comp:aint Olympia, Washington 98507 Pepsi Cola Company (206) 754.5000 Purchase, New York 10577 5. The last '0804 is a small claims court a- private lawyer. (914) 253-3405 Judy James Director of Consumer Affairs Ann Wainright Pacific Southwest Airlines Manager, Consumer Services (PSA) Pepper Idge Farm, Inc. 3225 North Harbor Drive Westport Avenue San Diego, California 92101 Norwalk, Connecticut 06856 (619) 574-2100 (203) 848 -7000 28 22 CORPORATE CONSUMER CONTACTS

Diane Hansen Barbara De Vries Manager S. E. Anderson Service Representative- Supervisor, Consumer Service Customer Relations Manager, World Wide Service Correspondence Purex Industries, Inc. Random House Remington Products, Inc. Pioneer Electronics of 5101 Clark Avenue 400 Hahn Road 60 Main Street America Lakewood, California 90712 Westminster, Maryland 21157 Bridgeport, Connecticut 06602 1925 East Dominguez Street (213) 634-3300 ext. 553 1100431144430 (toll free) (203) 367-4400 Long Beach, California 90810 (213) 420-5914 Alice Gruber Jack Mast Marlene J. Krogstad Consumer Affairs Consumer Services Supervisor Director, Consumer Affairs Helen F. Rudolph Purity Supreme, Inc. Rayovac Corporation Republic Airlines, Inc. Consumer Coordinator 312 Boston Road 6414 Schroeder Road 7500 Airline Drive Playskool, Inc. North Billerica, Massachusetts Madison, Wisconsin 53711 Minneapolis, Minnesota 55450 4501 West Augusta Boulevard 01862 (608) 252-7400 (612) 728-7411 Chicago, Illinois 60651 (817) 667-9511 (312) 276-6700 Thomas J. Mcenaney Alice Bixby Mark Clements Assistant to the Chairman, Chief Revco D.S.. Inc. Leonard Berger Manager, Customer Service Executive Officer 1925 Enterprise Parkway Director, Consumer Affairs Purolator Couriar Raytheon Company Twinsburg, Ohio 44087 International Playtex,Inc. Corporation 141 Spring Street (218) 425-9811 P.O. Box 728 3333 New Hyde Park Road Lexington, Massachusetts 02173 215 College Road New Hyde Park, New York 11042 (617) 882 -6600 Isabelle Avrutove Paramus, New Jersey 07652 (516) 684-3324 Revlon (201) 265 -8000 ext. 281 Howell L. Carter 787 Fifth Avenue Ci Manager, Consumer Relations New York, New York 10153 Elizabeth Thomas RCA Consumer Electronics (212) 572-5883 Director, Consumer Relations Consumer Response 600 North Sherman Drive Plough, Inc. Quaker Oats Company Indianapolis, Indiana 46201 Joyce Winter Merchandise Mart Plaza 3030 Jackson Avenue (317) 267 -6445 Marketing Director Memphis, Tennessee 38151 Chicago, Illinois 60654 Rexcraft (901) 320-2386 (312) 222-7111 Benjamin I. French, Jr. Number One, Stationery Place Director, Consumer Affairs Rexburg, Idaho 83441 Customer Service Department Bernard Henderson RCA Corporation 600 -635 -1854 (toll free) Polaroid Corporation Public Affairs Officer 30 Rockefeller Plaza 784 Memorial Drive Quaker SatateOH Refining New York, New York 10020 Susan G. Burke Cambridge, Massachusetts 02139 Corportion (212) 821-8240 Manager, Consumer Affairs (617) 864-4568 (Inside P.O. Box 989 Department Massachusetts call collect) Oil City, Pennsylvania 16301 Jerry McKinsey Reynolds Metals Company 800-225-1384 (toll free outside (814) 878-7876 Manager, Customer Service 6601 Broadstreet Road Massachusetts) RCA -Music Service P.O. Box 2003 G. J. Dattilo 6550 East 30th Street Richmond, Virginia 23281 Jane C. Riddle Manager, Customer Relations Indianapolis, Indiana 46219 (804) 281-2000 Manager, Passenger Relations Quasar Company (317) 542-6317 Princess Cruises 9401 Grand Avenue C. R. Jarrell 2029 Century Park East Franklin Park, Illinois 60131 Jackie McFerran Manager, Consumer Relations I.Ps Angeles, California 90067 (312) 451-1200 Secretary to the Vice President R. J. Reynolds Tobacco 600 -252 -0156 (toll free inside Red Owl Stores, Inc. Company California) R P.O. Box 329 401 North Main Street 800-421-0522 (toll tree outside Minneapolis, Minnesota 55440 Winston-Salem, North Carolina California) Lucille Frey 27102 Director, Customer Relations (812) 932-2377 Dorothy Puccini Radio Shack Doris Jones P.O. Box 17180 Priscilla Nichols Manager, Consumer Services Manager, Consumer Relations Supervisor, Consumer Relations Procter & Gamble Company Fort Worth, Texas 76102 t (817) 390-3011 Redldn Laboratories, Inc. P.O. Box 599 6625 Variel Avenue Rival Manufacturing Cincinnati, Ohio 45201 Company Grace E. Richardson Canoga Park, California 91303 (513) 562-2462 (213) 992-2700 ext. 2739 36th and Bennington Streets Director, Consumer Affairs Kansas City, Missouri 64129 Debbie Harrison Ragu Foods Cass Carroll (816) 861 -1000 Consumer Relations 33 Benedict Place Director of Consumer Relations Representative Greenwich, Connecticut 06830 Reliance insurance Julie Simpson Progresso Foods (203) 661-2000 Com Consumer Correspondent Corporation Four Penn Center Plaza Riviana Foods, Inc. 365 West Passaic Street Doris Hewkln Philadelphia, Pennsylvania 19103 P.O. Box 2636 Rochelle Park, New Jersey 07662 Manager, Consumer Affairs (215) 864-4445 Houston, Texas 77001 (201) 368-9450 Grocery Products Division Rolston Purina Company (713) 529-3251 Terry Washburn Ethan 1. Davis, CLU, FLMI Checkerboard Square Manager, Consumer Affairs Patricia Thompson Vice President, Public Affairs St. Louis, Missouri 63164 Coordinator, Consumer Relations (314) 982-3723 Remo Enterprises, Inc. Prudential insurance P.O. Box 720259 A. H. Robins Company, Inc. Company of America Houston, Texas 77272 3800 Cutshaw Avenue 15 Prudential Plaza Sue Dolan (713) 530 -4900 Richmond, Virginia 23230 Newark, New Jersey 07101 Director, Consumer Affairs (804) 257-2701 (201) 877-7340 Ramada inns, kw. P.O. Box 590 Phoenix, Arizona 85001 (602) 273-4640 2a 23 CORPORATE CONSUMER CONTACTS

Stephen G. Classon Jim Kucera Donald Maley Joyce Glover President, Power Tool Division Consumer Relations Vice President National Manager, Consumer Rockwell Power Tool Sthwinn Bicycle Company Seiko Time Corporation Services 400 North Lexington Avenue 1856 North Kostner Avenue 640 Fifth Avenue Simmons Company Pittsburgh, Pennsylvania 15208 Chicago, Illinois 80639 New York, New York 10019 Jones Bridge Road (412) 565-2000 (312) 292-3477 (212) 977-2800 P.O. Box 49000 Atlanta, Georgia 30340 William Roisen Charles A. Molloy Martin Schreiver (404) 321-3030 Assistant Vice President Director, Consumer Affairs Vice President, Consumer Affairs Rolex Watch U.S.A., Inc. SCM Corporation Sentry Insurance Susan P. Curtis 665 Fifth Avenue 3695 Ede Boulevard East 1800 North Point Drive Customer Relations Coordinator New York, New York 10022 DeWitt, New York 13214 Stevens Point, Wisconsin 54481 Simplicity Pattern Company (212) 758-7700 (212) 752-2700 (715) 346-7542 200 Madison Avenue New York, New York 10016 Arnold Belasco Janet Jones Rosemarie Martinez 576-0500 Vice President Manager, Consumer Information Customer Relations Department Royal Crown Companies Center Sorts, Inc. U 'an Crawford 41 Perimeter Center East, N.E. Scott Paper Company 2800 North River Road Consumer Affairs Department Atlanta, Georgia 30346 Scott Plaza One Des Plaines, Illinois 60018 Sewing Products Division (404) 394-6120 Philadelphia, Pennsylvania 19113 (312) 699-9300 Singer Company (215) 522-5000 135 Raritan Center Parkway Jan DeLuca Valerie Battle Kienzle Edison, New Jersey 03837 Supervisor, Consumer Services Carole Cantor Coordinator, Public Affairs (201) 527-6000 Rubbermaid, Inc. Director, Consumer Relations The Seven-Up Comnany 1147 Akron Road Scott's Liquid Gold, Inc. 121 South Meram#' Willy Prater Wooster, Ohio 44691 4880 Havana Street St. Louis, Missouri t....05 Manager, Customer Relations (216) 284-6464 Denver, Colorado 80239 (314) 889-8048 Sitmar Cruises, Inc. (303) 373-4860 800-325-7272 (toll free in 10100 Santa Monica Boulevard S continental U.S.) Los Angeles, California 90067 Ralph Proffitt (213) 553-160:J Felicia del Campo Director of Consumer Relations Robert McAlister Manager, Public Relations NuTone Division Manager, Marketing Dorothy Jaqielo Safeway Stores, Inc. ScovIll, Inc. Shakespeare Electronics Manager, Customer Service 4th & Jackson Streets Madison and Red Bank Roads and Fiberglass Department Oakland, California 94660 Cincinnati, Ohio 45227 P.O. Box 733 SkilCorporation (415) 891-3267 (513) 527-5211 Newberry, South Carolina 29148 4801 West Peterson (803) 276-5504 (Inside South Chicago, Illinois 60648 Jose Balbin Scott Penters Carolina) (312) 286-7330 National Service Manager Sales Manager 800- 145-7750 (toll free outside Sanyo Electric, Inc. Sealy Mattress Company South Car-Ana) Yvette Johnson 1200 West Artesia Boulevard R. D. #1, Route 322 Director of Public Relations Compton, California 90220 Clarion, Pennsylvania 18214 Mark Skrockl Sloan's Supermarket (213) 537-5830 (814) 764-5186 Consumer and Press Relations 2 Bennett Avenue Manager New York, New York 10033 Kathleen Pospisil Donald Burggrabe Shakespeare Fishing Tackle (212) 795-5600 Manager of Consumer Services Vice President, Public Affairs P.O. Drawer H Kitchens of Sara Lee G. D. Seed* and Company Columbia, South Carolina 29260 Law and Compliance Department 500 Waukegan Road P.O. Box 1045 (803) 754-7540 Smith Barney, Harris Upham Deerfield, Illinois 60015 Skokie, Illinois 60076 and Company, Inc. (312) 945-2525 (312) 962-7000 John P. Fins land 1345 Avenue of the Americas Shell Oil Company New York, New York 10105 Richard Strouse Richard L. Messinger P.O. Box 2463 (212) 399-6000 Director, Public Relations Director, Consumer Relations Houston, Texas 77001 Schen ley Imports Company Seers, Roebuck and (713) 241-5711 Vickie Wanner 888 Seventh Avenue Company Manager of Consumer Service New York, New York 10106 Sears Tower Shirley F. Gillen J. M. Smucker Company (212) 621-8000 Chicago, Illinois' 60684 Manager, Guest Relations Strawberry Lane (312) 875-5188 Sheraton Corporation Orrville, Ohio 44867 Joseph Kerrigan 60 State Street (216) 682-0015 Manager, Press Relations Karen Morris Boston, Massachusetts 02109 Schering-Plough Assistant Manager (617) 367-3600 Customer Service Corporation Security Pacific National Sony Corporation of Galloping Hill Road Bank John Kolb America Kenilworth, New Jersey 07033 333 South Hope Street Manager, Customer Service 381 Route 17 South (201) 558-4679 Los Angeles, California 90071 Sherwin-WiNlams Company Mahwah, New Jersey 07430 (213) 613-8211 101 Prospect Avenue, N.W. (201) 529-1655 Schick Safety Razor Cleveland, Ohio 44101 See Warner - Lambert Sedgefleld Jeans (216) 566-2000 Susan Stanley See Blue Bell, Inc. Consumer Affairs Office of Consumer Affairs Shoprile Supermarkets Southland Corporation Schroth Candy Company See & Sew See Wakefern Food 2828 North Haskell Avenue Sullivan Square See Butterick Company, Inc. Corporation Dallas, Texas 75221 Boston, Massachusetts 02129 (214) 828-7011 (617) 242-2700 30 24 CORPORATE CONSUMER CONTACTS

Shirley Stadnicki Tim McDonald Caroline Wolf Linda D. Shepler Manager, Consumer Relations Assistant, Marketing Customer Service Assistant Manager for Consumer Spalding Stanley Hardware Division Stetson Hat Company, Inc. Relations Meadow Street Stanley Works Whitaker and Leonard Road Sunkist Growers, Inc. Chicopee, Massachusetts 01014 195 Lake Street Saint Joseph, Missouri 84502 P.O. Box 7888 800-828-9272 (toll free) New Britain, Connecticut 08050 (818) 233-8031 Van Nuys, California 91409 (203) 225-5111 (213) 986 -4800 ext. 7456 Paul We kike Helen Galardo Manager, Consumer Affairs Betty Lou Shepard Manager, Consumer Relations Tom Fite Speed Queen Stanley Home Products, Inc. Stokely-Van Camp, Inc. Vice President, Manufacturing Shepard Street 333 Western Avenue P.O. Box 1113 Sunnyland Refining P.O. Box 70 Westhampton, Massachusetts Indianapolis, Indiana 46206 Company Ripon, Wisconsin 54971 01085 (317) 283-2000 3330 10th Avenue North (414) 748-3121 (413) 582-3831 Birmingham, Alabama 35234 Christine Filardo 000433-4572 (toll free) Spam*, Gifts, Inc. Delores Janicich Director, Consumer Affairs 1601 Albany Avenue Supervisor, Consumer Affairs Stop & Shop Supermarket Chip Hoyt Atlantic City, New Jersey 08411 Sterkist Foods, Inc. Company, Inc. Manager, Customer Relations (609) 845-3300 582 Tuna Street P.O. Box 1942 U. S. Suzuki Motor Terminal Island, California 90731 Boston, Massachusetts 02105 Corporation Customer Relations (213) 775-8591 (617) 770-8895 3251 East Imperial Highway Sperry and Hutchinson P.O. Box 1100 Company, Inc. Dave Phillips Elena Coccari Brea, California 92621 330 Madison Avenue Vice President, Public Relations Manager, Consumer Affairs (714) 996-7040 New York, New York 10017 State Farm Mutual Stouffer Foods (212) 983 -2000 Automobile Insurance 57550 Harper Road Patricia Marvin Company Solon, Ohio 44139 Manager, Consumer Robert J. Terry One State Farm Plaza (218) 248-3600 ext. 2109 Communication Manager, Customer Relations Bloomington, Illinois 61701 Swift & Company Stouffer Hotels & 1919 Swift Drive SPI*91, (309) 788-2311 P.O. Box 927 Restaurants Oak Brook, Illinois 60521 Oakbrook, Illinois 80521 Toby Stinson 29800 Bainbridge Road (312) 850-5966 (312) 986-8800 Manager, Consumer Services Solon, Ohio 44139 Department (218) 248-3600 Dick Dowhan Jean Foltz Steams & Foster Company Public Affairs Manager Consumer Relations Administrator Wyoming Avenue and William Carol Lowery Sylvania Lighting Center Squibb Corporation Streets Stretch and Sew, Inc. 100 Endicott Street P.O. Box 4000 Cincinnati, Ohio 45215 P.O. Box 185 Dames, Massachusetts 01923 Princeton, New Jersey 08540 (513) 948-5254 Eugene, Oregon 97440 (617) 688-2225 (609) 921-4770 (503) 686-9961 800-5477717 (toil free) Sylvania Televisions See North American Phillips Barbara Goecks Stroh Brewing Company Jeannie Fauerbacn One Stroh Drive Office Manager Detroit, Michigan 48226 Synergistice Research (313) 448-2000 Corporation 650 Avenue of the Americas Kurt VenVlandren New York, New York 10019 Public Relations (212) 969-9707 Sun Company, Inc. 100 Matsonford Road Radnor, Pennsylvania 19087 T (215) 293-6000 Kerry Carlton Don Hunt Manager, Consumer Services ,Customer Services Tampax, Inc. Miltai sine Mining& Marketing P.O. Box 271 Company Palmer, Massachusetts 01089 P.O. Box 2301 (413) 283-3431 Tulsa, Oklahoma 74102 Consumers, Remember: (918) 586.8026 Customer Representative Consumer Relations T.M. Helen Holmes 1 First, complain to the seller Tappan Company, Inc. Manager, Consumer Affairs 250 Wayne Street 2If that doesn't work. contact the company. Sunbeam Appliance Mansfield, Ohio 44901 Company (419) 755-2821 3. After that, contact an industry dispute program, the Better 2001 South York Road Business Bureau. or a local or state government office Oakbrook, Illinois 60521 (312) 850-5476 4Finally. contact a trade association or Federal agency, as listed in the Index under specific complaint topics.

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

31 25 CORPORATE CONSUMER CONTACTS

Jane A. Wikstrom Donald Bell Larry Frank Vicki McClung Director, Public Relations and Vice President, Professional and Customer Service Consumer Relations and Services Consumer Affairs Public Affairs Trane/CAC, Inc. Tyson Foods, Inc. Target Stores Thrift Drug Company Troup Highway 2210 West Oak lawn Drive 33 South 8th Street 615 Alpha Drive Tyler, Texas 75711 Springfield, Arkansas 72784 P.O. Box 1392 Pittsburgh, Pennsylvania 15238 (214) 581-3220 or 3583 (501) 756-4000 Minneapolis, Minnesota (412) 781-5373 55440-1392 Rosemary Aurichio (612) 370-6006 Consumer Affairs Representative Director, Customer Relations Time, Inc. Trans World Airlines, Inc. Elaine De Shong Richard Keller Time and Life Building (TWA) Manager, Customer Services Manager, Consumer Affairs Rockefeller Center 805 Third Avenue U-Haul international Teledyne Water Pik New York, New York 10020 New York, New York 10158 2727 North Central Avenue 1730 East Prospect Street (212) 586-1212 (212) 557-3920 Phoenix, Arizona 85004 Fort Collins, Colorado 80125 (602) 263-6771 (303) 484-1352 Tim McNellls Office of Consumer Information 800-525-2774 (toll free except Supervisor, Customer Service Travelers Corporation Marsha Hardy or Willie Wood Hawaii, Alaska and Colorado) Department One Tower Square Customer Representatives Time-Life Books, Inc. Hartford, Connecticut 06115 Union Oil Company of Rosay Sanchez 541 North Fairbanks Court (203) 277-6565 (in Connecticut) California Supervisor, Customer Service Chicago, Illinois 60611 800-243-0191 (toll free outside P.O. Box 7600 Teletlora 800-541-1000 (toll free) Connecticut) Los Angeles, California 90051 12233 West Olympic, Suite 140 (213) 977-6956 or 6991 Englewood, California 90064 Lisa Watkins Customer Service (213) 826-5253 Consumer Correspondent Triangle Publications, Inc. J. H. Fitzgerald Timex Corporation Four Radnor Corporate Center Manager, Consumer Relations James Bartlett P.O. Box 2740 Radnor, Pennsylvania 19088 Service Department Director, Public Affairs Little Rock, Arkansas 72203 (215) 293-8500 Uniroyal Tire Company Tenneco, Inc. (501) 372-1111 800-523-7933 (toll free) Tire Technical Center P.O. Box 2511, Room 72416B 1305 Stephenson Highway Houston, Texas 77001 Kathy Flynn Meg Houser Troy, Michigan 48084 (713) 757-2777 Coordinator, Consumer Affairs Quality Control Representative 800-521-9796 (toll free) U. S. Tobacco Turtle Wax, Inc. Customer Service Department 100 West Putnam Avenue 5655 West 73rd Street Fred Boyd Terrninex International, Inc. Greenwich, Connecticut 06830 Chicago, Illinois 60638 Corporate Manager, Consumer Memphis, Tennessee 38119 (203) 661-1100 (312) 284-8300 Affairs (901) 766-1379 or 1347 United Airlines Marlys M. Knutson Jerry Greenberg P.O. Box 66100 Joanne King Marketing Services Coordinator Vice President, Corporate Chicago, Illinois 60666 Consumer Affairs Manager Tonka Toys Communications (312) 952-5341 Travel Card Division 5300 Shoreline Boulevard Twentieth Century Fox Film Texaco Inc., U.S.A. Mound, Minnesota 55364 Corporation Sharon Laster 4800 Foumace Place (612) 472-8314 P.O. Box 900 Operations Department Bellaire, Texas 77401 Beverly Hills, California 90213 United Foods, Inc. (713) 650-2235 Mary Elliott (213) 203-1668 P.O. Box 119 Director, Public Affairs Bells, Tennessee 38006 Consumer Products Toro Company (901) 663-2341 ext. 533 Texas Instruments, Inc. 8111 Lynda le Avenue South P.O. Box 10508, Mail Station 5828 Minneapolis, Minnesota 55420 Lubbock, Texas 79408 (612) 887-8900 (806) 741-2000 Jan Scott Nell W. Stewart Manager, Consumer Relations Director, Consumer Affairs Totes, Inc. Texize East Kemper Road P.O. Box 368 Loveland, Ohio 45140 Greenville, South Carolina 29602 (513) 583-2300 (Inside Ohio) (803) 963-4261 800- 543 -1851 (toll free outside Ohio) John Carberg Consumers, Remember: Director, Public Relations John Grey

Textron, Inc. Manager, Consumer Affairs 1 First. complain to the seller. 40 Westminster Street Toys R Us Providence, Rhode Island 02903 395 West Passaic Street 2If that doesn't work, contact the company (401) 421-2800 ext. 354 Rochelle Park, New Jersey 07662 (201) 845-3096 3After that, contact an industry dispute program, the Better Dean Siegal Business Bureau, or a local or state government office Director, Public Relations Edward Pierce Thompson Medical Director of Customer and Terminal 4Finally, contact a trade association or Federal agency, as listed in Company, Inc. Services the Index under specific complaint topics 919 Third Avenue Trailways, Inc. New York, New York 10022 1500 Jackson Street, Room 220 5 The last resort is a small claims court or private lawyer (212) 888-4420 Dallas, Texas 75201 (214) 655-7805 26 32 CORPORATE CONSUMER CONTACTS

Ellen T. Bryant Customer Relations Roger Drayna Eileen S. Kieta Consumer Affairs Representative Visa, USA, Inc. Public Relations Director Section Head Compliance United States insurance 1620 I Street, N.W. Wausau insurance System, Consumer Affairs Group Washington, D.C. 20006 Companies Westwood Pharmaceuticals, 305 Madison Avenue (202) 872-7350 2000 Westwood Drive Inc. P.O. Box 2387 (Call issuing bank for individual Wausau, Wisconsin 54401 100 Forest Avenue Morristown, New Jersey 07960 inquiries) (715) 842-6092 Buffalo, New York 14213 (201) 455-0707 ext. 486 (716) 887-3428 Judie Jansen James Weidman Tonle Undenberger Manager, Consumer Affairs Director, Corporate Guy Turner Manager, Consumer Service Department Communications Vice President, Consumer Affairs United Van Lines, Inc. Vivitar Corporation Welch Foods, Inc. Whirlpool Corporation One United Drive 2700 Pennsylvania Avenue Two South Portage 2000 US 33 North Fenton, Missouri 63026 Santa Monica, California 90406 Westfield, New York 14787 Benton Harbor, Michigan 49022 (314) 326-3100 (213) 829-3672 (716) 326 -3131 (616) 926-5113

Consumer Products Unit Vogue Patterns William Robed( Sherry Dwyer Upjohn Company See Butterick Company, Inc. Assistant Vice President Manager, Consumer Relations 7000 Portage Road Wells Fargo Bank White-Westinghouse Kalamazoo, Michigan 49001 W. Customer Relations Center Corporation (616) 323-4000 San Francisco, California 94111 930 Fort Duquesne Boulevard Sylvia Nadel (415) 398-4353 Pittsburgh, Pennsylvania 15222 Charlotte Anzalone Manager, Consumer Affairs (412) 263-3700 Director of Consumer and Wakefom Food Corporation Dennis Lynch S00 -245-0600(toll free outside Professional Relations 600 York Street Director, Public Relations Pennsylvania) Upjohn Healthcare Services Elizabeth, New Jersey 07207 Wendy's International, Inc. 2605 Kilgore Road (201) 527-3342 P.O. Box 256 Carolyn Arm Kalamazoo, Michigan 49002 Dublin, Ohio 43017 Administrative Legal Secretary (616) 385-6871 Wall-Tex (614) 764-3100 Wick Building Systems, Inc. See Columbus Coated P.O. Box 8310 Harry M. Roth Fabrics Company Joanne Turchany Madison, Wisconsin 53706 Director, Consumer Affairs Manager of Consumer Information (606) 274-4831 USAir Edward H. King West BeBind Company Hangar U, National Airport Director, Governmental and Public 400 Washington Street Kristin Blaire Washington, D.C. 20001 Affairs West Bend, Wisconsin 53095 Senior Public Relations Specialist (703) 892-7020 Walgreen Company (414) 334-2311 ext. 6236 Wickes Furniture 200 Wilmot Road 3340 Ocean Park Boulevard William Reno Deerfield, Illinois 60015 Caroline Lee Santa Monica, California 90405 Customer Relations Manager (312) 940-2500 Manager, Consumer Affairs (213) 452-0161 US JVC Corporation West Point Pepperell 41 Slater Drive Rick Headley 1221 Avenue of the Americas A. Keith Hogan Elmwood Park, New Jersey 07407 Customer Service Representative New York, New York 10124 Director, Customer Relations (201) 794-3900 Warn Industries (212) 382-5353 John Wiley lit Sons 19450 68th Avenue South One Wiley Drive V Kent, Washington 98032 Betty Sears Somerset, New Jersey 08873 (206) 872-7350 Consumer Affairs Representative (201) 469-4400 ext. 200 Norman Nahmias Westclox U.S. of Marketing Services Terry Semel 120 Newton Bridge Road Nancy Robinson PiftztrilZusenCompany President and Chief Operating Athens, Georgia 30613 Supervisor, Consumer Affairs 281 Centennial Avenue Officer (404) 543-3050 Department Piscataway, New Jersey 08854 Warner Brothers, Inc. Wilson Foods Corporation (201) 885-5000 ext. 241 4000 Warner Boulevard Wayne Uchtgam 4545 North Uncoin Boulevard Burbank, California 91522 Assistant Vice President, Oklahoma City, Oklahoma 73105 Leo Van Munching (213) 954-6000 Consumer Affairs (405) 525-4627 President Western Airlines, Inc. Van Munching and Mary Richardson 6080 Avion Drive Louella Uhlig Company, Inc. Director, Consumer Affairs Los Angeles, California 90402 Manager, Customer Service 51 West 51st Street Division (213) 646-2345 Department Now York, New York 10019 Warner -Lambert Company Wilton Anneal, (212) 265-2685 201 Tabor Road Edward A. Wilson 18th and Franklin Streets Morris Plains, New Jersey 07950 National Vice President, Columbia, Pennsylvania 17512 Cindy Rozycki (201) 540-2458 Consumer Affairs (717) 684-9000 ext. 260 Manager, Consumer Affairs 000-223-0423 free) Western Union Telegraph Vick* Health Care and Copamny Toiletry Products Division Customer Service Department 1828 LStreetN.W., S41110 1001 Richardson-Vicks, Inc. Waterford Crystal Washington, D.C. 20038 1375 Virginia Drive 225 Fifth Avenue (202) 862-4633 Fort Washington, Pennsylvania New York, New York 10010 19034 (212) 683-8899 William Newman (215) 643-4000 ext. 300 (call Senior Vice President, Marketing collect) Westin Hotels The Westin Building 2001 8th Avenue Seattle, Washington 96121 (206) 447-5000 33 27 CORPORATE CONSUMER CONTACTS

Frank Rotta Manager, Consumer Affairs Harold Cohen Stanley Berkovitz Director, Corporate Public World Book, Inc. Director, Consumer Affairs Vice President, Consumer and Relations Merchandise Mart Plaza Department Community Affairs Winnebago industries Chicago, Illinois 60654 Youngs Drug Products Zayre Corporation P.O. Box 152 (312) 341-2677 (Illinois and Corporation Framingham, Massachusetts Forest City, Iowa 50436 Canada) 865 Centennial Avenue 01701 (515) 582-3535 600-6214208(toll free outside P.O. Box 385 (617) 651-6200 Illinois and Canada) Piscataway, New Jersey 08854 Richard Vura (201) 885-5777 John Pederson Vice President, Personnel Wrangler Jeans Vice President, Consumer Affairs Womatco Enterprises, Inc. SeeBlue Ball, Inc. Zenith Radio Corporation 316 North Miami Avenue 1000 North Milwaukee Avenue Miami, Florida 33128 Barbara Sadek Jean Barrow Glenview, Illinois 60025 (305) 579-1353 Communications Manager Vice President, Public Relations (312) 391-7000 Wm. Wrigley Jr. Company Zale Corporation Grace F. Ulbricht 410 North Michigan Avenue 3000 Diamond Park Drive F. W. Woolworth Company Chicago, Illinois 60611 Dallas, Texas 75247 New York, New York 10279 (312) 644-2121 (214) 634-4011 (212) 553-2469 Marilyn Davis Robert J. Kirschten or Lana Little Director of Consumer Affairs Consumer Affairs Garth Buckles Zana Corporation World Airways Manager, Customer Relations 2605 Camino Del Rio South Oakland International Airport Yamaha Motor Corporation San Diego, California 92108 1100 Airport Drive 6555 Katella Avenue (619) 298-7204 Oakland, California 94614 Cypress, California 90630 (415) 577-2000 (714) 761-7439

28 Automobile Manufacturers Corporate Contacts Texas, Arkansas, Louisiana, Southern New If you have a problem with your car, first try to work it out with the dealer. If you and the dealer Mexico are unable to reach agreement, consider contacting a manufacturer's zonerepresentative, Owner Relations Department many of which are listed in this section. Dallas Zone Office American Motors Sales Corporation 7900 Ambassador Row P.O. Box 47326 American Honda Motor California, Nevada, Arizona, New Maxim, Dallas, Texas 75247 Company, Inc. Hawaii (214) 889-9634 Customer Relations Department Michigan, Wisconsin, Illinois, Indiana, Ohio, Western Zone Colorado, Northern New Mexico, Utah, Kentucky American Honda Motor Company, Inc. Montana, Idaho, Western Nevada, Wyoming, Customer Relations Department 201 West Artesia Boulevard Southwestern South Dakota, Northwestern Central Zone Compton, California 90220 Nebraska American Honda Motor Company, Inc. (213) 604-2524 Owner Relations Department 6400 Sand Lake Road Denver Zone Office Dayton, Ohio 45414 Corporate Office American Motors Sales Corporation (513) 890-1717 Tom Lemon 5005 Uma Street Assistant Manager Denver, Colorado 80239 Pennsylvania, Maryland, Delaware, West American Honda Motor Company, Inc. (303) 373-5803 Virginia, Virginia, District of Columbia 100 West Aiondra Boulevard Customer Relations Department Gardena, California 90247 Michigan, Indiana, Western Ohio, Kentucky Mid-Atlantic Zone (213) 327-8280 OwnerRelations Department American Honda Motor Company, Inc. Detroit Zone Office P.O. Box 541 American Motors Sales Corporation 115 Gaither Drive American Motors Sales 600 American Center Moorestown, New Jersey 08057 Corporation, Jeep Renault Southfield, Michigan 48034 (609) 235-4155 (313) 827-7870 Tennessee, Mississippi, Alabama, Georgia, New York, Vermont, New Hampshire, Maine, Florida Massachusetts, Connecticut, Rhode island, Owner Relations Department New Jersey Atlanta Zone Office Customer Relations Department American Motors Sales Corporation Northeast Zone 1640 Stone Ridge Drive American Honda Motor Company, Inc. P.O. Box 718 115 Gaither Drive Stone Mountain, Georgia 30083 Moorestown, New Jersey 08057 (404) 491-3233 (809) 235-5533 Rhode Island, Massachusetts, Maine, New Washington, Oregon, Alaska, Montana, Hampshire, Vermont, Upstate NewYork Idaho,Utah,Colorado, Wyoming, North Owner Relations Department Dakota, Nebraska, Minnesota, Iowa Boston Zone Office Customer Relations Department American Motors Sales Corporation Northwest Zone 420 Providence Highway Consumers, Remember: American Honda Motor Company, Inc. Westwood, Massachusetts 02090 P.O. Box 20186 (617) 392-5633 1.First, complain to the seller. 12439 N.E. Airport Way Portland, Oregon 97220 Wisconsin, Eastern lows, Upper Peninsula 2.If that doesn't work, contact the company. (503) 246-4670 Michigan, Northwestern Indians, Illinois 3. After that, contact an industry dispute Owner Relations Department program; the Better Business Bureau; or a Kansas, Oklahoma, Texas, Missouri, Chicago Zone Office local or state government office. Arkansas, Louisiana American Motors Sales Corporation Customer Relations Department 1600 Busse Road 4. Finally, contact a trade association or Southwest Zone Elk Grove Village, Illinois 60007 Federal agency. as listed in the Index American Honda Motor Company, Inc. (312) 364-8601 4525 Royal Lane under specific complaint topics. Irving, Texas 75062 (214) 258-8000 5. The last resort is a small claims court or private lawyer. 35 29 415-444 U- 83 - : QL 3 AUTOMOBILE MANUFACTURERS CORPORATE CONTACTS

Kansas, North Dakota, Minnesota, Western BMW of North America, Inc. Iowa, Illinois, Wisconsin, Indiana lows, Southwestern Illinois, Nebraska, Customer Relations Manager Northern Oklahoma Customer Relations Manager Chicago Zone Office Owner Relations Department Central Region Chrysler Corporation Kansas City Zone Office BMW of North America, Inc. P.O. Box E 367 American Motors Sales Corporation 1002 East Algonquin Road Elk Grove, Illinois 60007 P.O. Box 283 Schaumburg, Illinois 60195 (312) 593-3780 Shawnee Mission, Kansas 86201 (312) 397-5700 (913) 677-7850 Kentucky, Indiana, Ohio Customer Relations Manager Customer Relations Manager California, Washington, Oregon, Arizona, Eastern Region Cincinnati Zone Office Hawaii, Alaska, Eastern Nevada BMW of North America, Inc. Chrysler Corporation P.O. Box 41902 Owner Relations Department Walnut and Hudson Streets Cincinnati, Ohio 45241 Los Angeles Zone Office Norwood, New Jersey 07648 (513) 733-8450 American Motors Sales Corporation (201) 784-0145 or 0146 P.O. Box 92787 Texas, Oklahoma Airport Station Customer Relations Manager Los Angeles, California 90009 Southeast Region Customer Relations Manager Dallas Zone Office (213) 536-0512 or 0534 BMW of North America, Inc. 26 Perimeter Center East Chrysler Corporation Suite 2633 P.O. Box 110182 Lower New York, Connecticut, Eastern New Atlanta, Georgia 30346 Dallas, Texas 75011 Jersey (404) 399-5977 (214) 242-8462 Owner Relations Department New York Zone Office Customer Relations Manager Wyoming, New Mexico, Colorado, Nebraska, American Motors Sales Corporation Southwest Region Utah, Idaho P.O. Box 500 BMW of North America, Inc. Customer Relations Manager Elmsford, New York 10523 Suite 300 Denver Zone Office (914) 997-2823 2300 Valley View Lane Chrysler Corporation Farmers Branch, Texas 75234 P.O. Box 39006 Eastern Pennsylvania, Southern New Jersey, (214) 484-4840 Denver, Colorado 80239 Delaware (303) 371-1330 Owner Relations Department Customer Relations Manager Philadelphia Zone Office Western Region Michigan, Ohio, Indiana American Motors Sales Corporation BMW of North America, Inc. Customer Relations Manager Mid-Atlantic Industrial Park 12541 Beatrice Street Detroit Zone Office P.O. Box 1000 Los Angeles, California 90066 Chrysler Corporation Woodbury, New Jersey 08096 (213) 827-5508 P.O. Box 3000 (609) 853-4458 Troy, Michigan 48007-3000 Corporate Office (313) 879-3600 Western Pennsylvania, Weet Virginia, Mr. Fred Peterson Eastern Ohio, Northwestern- New York National Customer Relations Manager Texas Owner Relations Department BMW of North America, Inc. Customer Relations vianager Pittsburgh Zone Office Campus 3 Houston Zone Office American Motors Sales Corporation Montvale, New Jersey 07645 Chrysler Corporation 150 Commonwealth Drive (201) 573-2000 363 East North Belt Warrendale, Pennsylvania 15086 Suite 590 (412) 776 -7254 Houston, Texas 77060 Chrysler Corporation (713) 820-7062 North Carolina, South Carolina, Virginia, South Carolina, North Carolina, Tennessee, Northeastern Maryland, District of Columbia Alabama, Georgia Oklahoma, Missouri, Nebraska, Kansas, Iowa Owner Relations Department Customer Relations Manager Customer Relations Manager Washington, D.C. Zone Office Atlanta Zone Office Kansas City Zone Office American Motors Sales Corporation Chrysler Corporation Chrysler Corporation P.O. Drawer AA 1100 Circle 75 Parkway Cloverleaf II Building Suite 205 Westgate Research Park Suite 850 8901 West 83rd Street McLean, Virginia 22101 Lenox Square Station Overland Park, Kansas 66202 (703) 790-3031 Atlanta, Georgia 30339 (913) 831-2244 (404) 953-8880 Corporate Office California, Arizona, Hawaii, Nevada Harry Hellen Mossechusetts, Connecticut, Rhode island, Customer Relations Manager Manager, Owner Relations Service Maine, Vermont, New Hampshire Los Angeles Zone Office American Motors Corporation Customer Relations Manager Chrysler Corporation 14250 Ptymouth Road Boston Zone Office P.O. Box 4120 Detroit, Michigan 48232 Chrysler Corporation Fullerton, California 96234 (313) 493-2341 P.O. Box 50 (714) 870-4000 Natick, Massachusetts 01760 (617) 655-2810

36 30 AUTOMOBILE MANUFACTURERS CORPORATE CONTACTS

Louisiana, Arkansas, Mississippi, Pennsylvania, New Jersey, Delaware Fiat Motors of North America, Inc. Tennessee, Alabama Customer Relations Manager Customer Relations Manager Philadelphia Zone Office Corporate Office: Memphis Zone Office Chrysler Corporation National Customer Relations Department Chrysler Corporation P.O. Box 489 Fiat Motors of North America, Inc. P.O. Box 18008 Wayne, Pennsylvania 19087 777 Terrace Avenue Memphis Tennessee 38118 (215) 687-6110 Hasbrouck Heights, New Jersey 07604 (901) 365-4701 (201) 393-4049 or 4053 Ohio, Pennsylvania, West Virginia, Maryland South Dakota, Minnesota, Iowa, Wisconsin, Customer Relations Manager Ford Motor Company North Dakota, Nebraska Pittsburgh Zone Office Customer Relations Manager Chrysler Corporation Northern Georgia, Eastern Alabama Minneapolis Zone Office P.O. Box 4599 Owner Relations Manager Chrysler Corporation Pittsburgh, Pennsylvania 15205 Atlanta District Office P.O. Box 1231 (412) 777-3600 Ford Motor Company Minneapolis, Minnesota 55440 P.O. Box 105003 (613) 553-2546 Oregon, Alaska, Washington, Montana, Idaho Atlanta, Georgia 30348 Customer Relations Manager (404) 763-6440 Louisiana, Florida, Alabama, Missouri Portland Zone Office Customer Relations Manager Chrysler Corporation Maine, New Hampshire, Vermont, New Orleans Zone Office P.O. Box 744 Massachusetts, Rhode Island, Connecticut Chrysler Corporation Beverton, Oregon 97075 Owner Relations Manager P.O. Box 7316A (503) 641-4170 Boston District Office Metairie, Louisiana 70033 Ford Motor Company (504) 455-1433 Calffornia, Nevada P.O. Box 587 Customer Relations Manager Waltham, Massachusetts 02154 New Jersey, New York, Connecticut San Francisco Zone Office (617) 895-1000 Customer Relations Manager Chrysler Corporation New York Zone Office P.O. Box 1414 Upper and Western New York, Northern Chrysler Corporation Pleasanton, California 94566-0414 Pennsylvania 500 Route 303 (415) 572-0377 Owner Relations Manager Tappan, New York 10983 Buffalo District Office (914) 359-0110 New York, Pennsylvania Ford Motor Company Customer Relations Manager P.O. Box 244 Georgia, Florida Syracuse Zone Office Buffalo, New York 14225 Customer Relations Manager Chrysler Corporation (718) 631-4430 Orlando Zone Office P.O. Box 1207 Chrysler Corporation Eastwood Station North Carolina, South Carolina P.O. Box 13428 Syracuse, New York 13201-1207 Owner Relations Manager Orlando, Florida 32809 (315) 432-4041 Charlotte District Office (305) 352-7402 Ford Motor Company Illinois, Missouri, Kentucky, Indiana P.O. Box 220307 Customer Relations Manager Charlotte, North Carolina 28222 St. Louis Zone Office (704) 554-4501 Chrysler Corporation P.O. Box 278 Northeastern Illinois, Northwestern Indiana Hazelwood, Missouri 63042 Owner Relations Manager (314) 895-0731 Chicago District Office Ford Motor Company Maryland, Virginia, North Carolina, Delaware, 2225 West North Avenue District of Columbia Melrose Park, Illinois 60160 Customer Relations Manager (312) 681-6500 Washington, D.C. Zone Office P.O. Box 3130 Southern Ohio, Southern West Virginia, Chrysler Corporation Eastern Kentucky, Southeastern Indiana Consumers, Remember: Landover Hills, Maryland 20784 Owner Relations Manager (301) 464 -4040 Cincinnati District Office 1.First, complain to the seller. Ford Motor Company Corporate Office: P.O. Box 15280 2.If that doesn't work, contact the corn,.any. J. D. Personette Cincinnati, Ohio 45215 Manager, Owner Relations (513) 782-7264 3. After that, contact an industry dispute Chrysler Corporation program; the Better Business Bureau; or a P.O. Box 1718 Eastern and Northwestern Ohio, local or state government office. Detroit, Michigan 48288-1718 Northwestern Pennsylvania (313) 956-5970 Owner Relations Manager 4. Finally, contact a trade association or Cleveland District Office Federal agency, as listed in the Index Ford Motor Company under specific complaint topics. P.O. Box 41035 Brecksville, Ohio 44141 5. The last resort is a small claims court or (216) 526-6900 private lawyer.

3 7 31 AUTOMOBILE MANUFACTURERS CORPORATE CONTACTS

Northern Texas, Oklahoma Western Kentucky, Central Tennessee, Arizona, New Mexico, Western Texas Owner Relations Manager South Central Indiana Owner Relations Manager Dallas District Office Owner Relations Manager Phoenix District Office Ford Motor Company Louisville District Office Ford Motor Company P.O. Box 110037 Ford Motor Company P.O. Box 844 Carrollton, Texas 75006 P.O. Box 32080 Phoenix, Arizona 85001 (214) 242-6811 Louisville, Kentucky 40232 (602) 266-8500 (502) 456 -3700 Colorado, Wyoming, Western Nebraska, Southwestern Pennsylvania, Northern Weet Southwestern South Dakota, Utah, Southern Arkansas, Western Tennessee, Northern Virginia, Southeastern Ohio Idaho, Northeastern Nevada, Southeastern Mississippi, Northwestern Alabama Owner Relations Manager Oregon, Montana Owner Relations Manager Pittsburgh District Office Owner Relations Manager Memphis District Office Ford Motor Company Denver District Office Ford Motor Company P.O. Box 13289 Ford Motor Company P.O. Box 8347 Pittsburgh, Pennsylvania 15243 P.O. Box 5588, Terminal Annex Hollywood Station (412) 928-2939 Denver, Colorado 80217 Memphis, Tennessee 38108 (303) 291-4610 (901) 454-7270 Southern Illinois, Eastern Missouri Owner Relations Manager All Michigan (except Upper Peninsula) Wisconsin (Except Northwestern Corner), St. Louis District Office Owner Relations Manager Upper Peninsula Michigan Ford Motor Company Detroit District Office Owner Relations Manager P.O. Box 24575 Ford Motor Company Milwaukee District Office St. Louis, Missouri 63141 P.O. Box 775 Ford Motor Company (314) 569-4455 ',Vixont, Michigan 48096 16535 West Bluemound Road (313) 337-9900 Suite 350 Northern California, Southern Oregon, Brookfield, Wisconsin 5300F Western Nevada, Hawaii Southern Texas (414) 259-3800 Owner Relations Manager Owner Relations Manager San Jose District Office Ford Motor Company Houston District Office Northern New Jersey, Eastern New York, P.O. Box 1740 Ford Motor Company Southeastern New York, Long Island, San Jose, California 95108 P.O. !lox 827 Northeastern Pennsylvania (406) 262-9110 Houston, Texas 77001 Owner Relations Manager New York District Office (713) 680-4280 Alaska, Washington, Northern Oregon Ford Motor Company Owner Relations Manager Central and Western Indiana, Southeastern U.S. Highway 46 Illinois Teterboro, New Jersey 07608 Seattle District Office Ford Motor Company Owner Relations Manager (201) 288-9421 10604 N.E. 38th Place Indianapolis District Office Suite 123 Ford Motor Company Southern Mississippi, Louisiana, Kirkland, Washington 98033 P.O. Box 19448 Southwestern Alabama (206) 244-5800 Indianapolis, Indiana 46219 Owner Relations Manager (317) 353-8251 New Orleans District Office Fod Motor Company Northwestern Wisconsin, Minnesota, North Florida, Southern Georgia P.O. Box 8630 Dakota, Northern South Dakota Owner Relations Manager Owner Relations Manager Metairie, Louisiana 70011 Jacksonville District Office (504) 454-6764 Twin Cities District Office Ford Motor Company Ford Motor Company P.O. Box 9303 P.O. Box Y Western Iowa, Central and Eastern Nebraska, Minneapolis, Minnesota 55440 Jacksonville, Florida 32203 Southeastern South Dakota (612) 887-4290 (904) 783-4400 Owner Relations Manager Omaha District Office Western Missouri, Kansas Ford Motor Company Mainland Maryland, Northern Virginia, Owner Relations Manager P.O. Box 37433 Southern Virginia, Eastern West Virginia, Peninsular Maryland, Washington, D.C. Kansas City District Office Millard Station Owner Relations Manager Ford Motor Company Omaha, Nebraska 68137 Washington District Office P.O. Box 501 (402) 334-4750 Shawnee Mission, Kansas 68201 Ford Motor Company (913) 888-0141 Northesetem Pennsylvania, Southeastern P.O. Box 703A Pennsylvania, Southern New Jersey, 8051 Gatehouse Road Southern California, Southeastern Nevada Delaware Falls Church, Virginia 22042 Owner Relations Manager Owner Relations Manager (703) 698-1900 Los Angeles District Office Philadelphia District Office Ford Motor Company Ford Motor Company General Motors Corporation P.O. Box 816 P.O. Box 4880-P Customer Service Department Pennsauken, New Jersey 06110 Anaheim, California 92803 Buick Motor Division (609) 662-8021 (714) 520-8300 General Motors Corporation 902 East Hamilton Avenue Flint, Michigan 48550 (313) 766-1240

32 AUTOMOBILE MANUFACTURERS CORPORATE CONTACTS

Customer Relations Department Arizona, California, Colorado, Nevada, New Texas, Arkansas, Louisiana, Oklahoma, Cadillac Motor Car Division Mexico, Utah, Wyoming Western Kansas, New Mexico, Colorado, General Motors Corporation Customer Relations Manager Eastern Wyoming 2860 Clark Street Mazda Distributors Pacific Owner Service Manager Detroit, Michigan 48232 18601 South Susana Road Houston Zone (313) 554-5536 Compton, California 90221 Mercedes-Benz of North America, Inc. (213) 603-8978 9550 North Loop East Consumer Relations Department P.O. Box 24396 Chevrolet Motor Division Corporate Office: Houston, Texas 77229 General Motors Corporation Mr. Bill R. Harth (713) 875-6126 Warren, Michigan 48090 Customer Relations Manager (313) 492-5500 Mazda Motors of America, Inc. Western North Carolina, South Carolina, 8313 Baycenter Road Tennessee, Mississippi, Alabama, Georgia, Customer Service Department Jacksonville, Florida 32216 Florida Oldsmobile Division (914) 731-4010 Owner Service Manager General Motors Corporation Jacksonville Zone 920 Townsend Street Corporate Office: Mercedes-Benz of North America, Inc. Lansing, Michigan 48921 Mr. Doug Cochran 8813 Western Way (517) 377-5546 Consumer Communications Manager P.O. Box 17604F Mazda Motors of America (Central), Inc. Jacksonville, Florida 32245 Customer Service Department 3040 East Ma Street (904) 731-4040 Pontiac Motor Division Rancho Dominguez, California 90221 General Motors Corporation (213) 537-2322 Southern California, Arizona One Pontiac Plaza Owner Service Manager Pontiac, Michigan 48053 Los Angeles Zone (313) 857-1316 Mercedes-Benz of North America, Mercedes-Benz of North America, Inc. 851 East Watsoncenter Inc. Corporate Office: P.O. Box 4825 Consumer Relations Manager Nllnols, Indiana, Ohio, Kentucky, Michigan, Carson, California 90745 General Motors Corporation Wisconsin, Minnesota, North Dakota, (213) 835-8315 8-257 General Motors Building Eastern South Dakota, Nebraska, Iowa, Detroit, Michigan 48202 Missouri, Eastern Kansas Mains, Vermont, New Hampshire, (313) 556-2942 Owner Service Manager Massachusetts, Rhode Island, Connecticut, Chicago Zone Northern New Jersey, Upstate New York Mercedes-Benz of North America, Inc. Owner Service Manager Mazda Motors of America, Inc. 3333 Charles Street New York Zone Franklin Park, Illinois 60131 Mercedes-Benz of North America, Inc. Alabama, Connecticut, Delaware, Florida, (312) 455-9131 One Glenview Road Georgia, Maine, Maryland, Massachusetts, P.O. Box 277 New Hampshire, New Jamey, North Carolina, Montvale, New Jersey 06545 Pennsylvania, Rhode Island, South Carolina, (201) 573-2518 Vermont, Virginia, District of Columbia, West Virginia Northern California, Washington, Oregon, Customer Relations Manager Nevada, Montana, Idaho, Utah, Western Mazda Motors of America East, Inc. Wyoming, Alabama, Hawaii 8313 Baycenter Road Owner Service Manager Jacksonville, Florida 32216 San Francisco Zone Mercedes-Benz of North America, Inc. Illinois, Indiana, Michigan, Ohio, Wisconsin 513 Eccles Avenue Customer Relations Manager South San Francisco, California 94080 Mazda Distributors Great Lakes (415) 871-5125 2660 28th Street S.E. Grand Rapids, Michigan 49506 Lower New York, Pennsylvania, Eastern (616) 949-7570 Ohio, West Virginia, Virginia, Maryland, Eastern North Carolina, Delaware, Arkansas, Iowa, Kansas, Kentucky, Washington, D.C. Louisiana, Mississippi, Missouri, Nebraska, Owner Service Manager Oklahoma, Tennessee, Texas Washington, D.C. Zone Customer Relations Manager Consumers, Remember: Mercedes-Benz of North America, Inc. Mazda Distributors Gulf 5530 Wisconsin Avenue 1.Fits!, complain to the seller. 10445 Corporate Drive Chevy Chase, Maryland 20815 (301) 657-1878 Sugar Land, Texas 77478 2.If that doesn't work, contact the company. (713) 491-5800 Corporate °Moo: 3. Atter that, contact an industry dispute Alaska, Idaho, Minnesota, Montana, North Owner Service Department program; the Better Business Bureau; or a Mercedes-Benz of North America, Inc. Dakota, Oregon, South Dakota, Washington local or state government office. Customer Relations Manager One Mercedes Drive Mazda Distributors Northwest Montvale, New Jersey 07645 4. Finally, contact a trade association or (201) 573-0600 9821 South 180th Street Federal agency, as listed in the Index Kent, Washington 98031 under specific complaint topics.

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

33 3 :) AUTOMOBILE MANUFACTURERS CORPORATE CONTACTS

Nissan Motor Corporation In U.S.A. Arkansas, Kentucky, Tennessee, Alabama, Arkansas, Colorado, Florida, (Datsun) Mississippi, Alabama Louisiana, Mississippi, New Mexico, Customer Relations Manager Oklahoma, Puerto Rico, Southern Georgia, Maine, Vermont, New Hampshire, Memphis Regional Office Texas, Wyoming Massachusetts, Rrbode island, Connecticut, Nissan Motor Corporation in U.S.A (Datsun) Customer Relations parts of Upstate New York 5775 Summer Trees Drive Houston Zone Customer Relations Manager Memphis, Tennessee 38134 Peugeot Motors of America, Inc. Boston Regional Office (901) 372-5700 9444 Old Katy Road Nissan Motor Corporation in U.S.A (Datsun) Houston, Texas 77055 777 West Street New Jersey, Eastern Pennsylvania, (714) 461-9018 Mansfield, Massachusetts 02048 Metropolitan Now York (617) 339-3721 Customer Relations Manager Alaska, Arizona, California, Hawaii, Idaho, New York Regional Office Montane, Nevada, Oregon, Utah, Washington Minnesota, Wisconsin, Iowa, Illinois, Nissan Motor Corporation in U.S.A. (Datsun) Customer Relations Missouri, Michigan (except Lower Peninsula) No. 4 Corporate Place Los Angeles Zone Customer Relations Manager Piscataway, New Jersey 08854 Peugeot Motors of America, Inc. Chicago Regional Office (201) 981-0220 1020 East 230th Street Nissan Motor Corpnratlon in U.S.A. (Datsun) Carson, Californif....0745 51 Shore Drive Maryland, Delaware, West Virginia, Virginia, (213) 549-9880 Hinsdale, Illinois 60521 North Carolina, District of Columbia (312) 325-9050 Customer Relations Manager Connecticut, Delaware, Maine, Norfolk Regional Office Massachusetts, New Hampshire, New Michigan (lower peninsula), Indiana, Ohio, Nissan Motor Corporation in U.S.A. (Datsun) Jersey, New York, Pennsylvania, Rhode Western Pennsylvania 151 Harbor Drive island, Vermont Customer Relations Manager Portsmouth, Virginia 23705 Customer Relations Columbus Regional Office (804) 399-4011 New York Zone Nissan Motor Corporation in U.S.A. (Datsun) Peugeot Motors of America, Inc. 150 East Wilson Bridge Road Washington, Montana, Oregon, Idaho, Alaska 40 Van Nostrand Avenue Suite 100 Customer Relations Manager Englewood, New Jersey 07631 Worthington, Ohio 43085 Portland Regional Office (2 894-0210 (814) 846-6900 Nissan Motor Corporation in U.S.A. (Datsun) 9575 S.W. Scholls Ferry Road Cot, gate Office: Texas, Oklahoma, Louisiana Portland, Oregon 97223 Customer Relations Customer Relations Manager (503) 646-0543 Peugeot Motors of America, Inc. Dallas Regional Office One Peugeot Plaza Nissan Motor Corporation In U.S.A. (Datsun) Northern California, Nevada (except Las Lyndhurst, New Jersey 07071 13405 North Stemmons Freeway Vegas) (201) 935-8400 Farmers Branch, Texas 75234 Customer Relations Manager (214) 243-4311 San Francisco Regional Office Nissan Motor Corporation in U.S.A. (Datsun) North Dakota, South Dakota, Wyoming, 355 Wlget Lane Nebraska, Utah, Coloradp, Kansas, New P.O. Box 8028 Mexico, El Paso, Texas Walnut Creek, California 94596 Customer Relations Manager (415) 932-0550 Denver Regional Office Nissan Motor Corporation in U.S.A. (Datsun) 11000 East 45th Avenue Peugeot Motors of America, Inc. Denver, Colorado 80239 (303) 371-4230 Indians, Illinois, lows, Kansas, Michigan, Minnesota, Missouri, Nebraska, North South Carolina, Giorgio, Florida Dakota, Ohio, South Dakota, Wisconsin Customer Relations Manager Customer Relations Jacksonville Regional Office Chicago Zone Nissan Motor Corporation in U.S.A. (Datsun) Peugeot Motors of America, Inc. Consumers, Remember: 8743 Western Way 726 Foster Avenue Jacksonville, Florida 32217 Bensenville, Illinois 60106 1.First, complain to the seller. (904) 737-7100 (312) 726-6508 2.If that doesn't work, contact the company. Southern California, Arizona, Las Vegas, Kentucky, Maryland, Northern Georgia, North Nevada Carolina, South Carolina, Tennessee, 3. After that, contact an industry dispute Customer Relations Manager Virginia, Washington, D.C., West Virginia program; the Better Business Bureau; or a Los Angeles Regional Office Customer Relations local or state government office. Nissan Motor Corporation in U.S.A. (Datsun) Eastern Auto Distributors Inc. 1683 Sunflower Avenue 833 East Little Creek Road 4. Finally, contact a trade association or P.O. Box 5555 Norfolk, Virginia 23518 Federal agency, as listed in the index Costa Mesa, California 92626 (804) 588-1334 under specific complaint topics. (714) 549-1277 5. The last resort is a small claims court or private lawyer.

34 40 AUTOMOBILE MANUFACTURERS CORPORATE CONTACTS

Porsche Audi Arizona, California, Colorado, Nevada, New Subaru of America, Inc. Mexico, South Dakota (Rapid City), Texas Delaware, Maine, Massachusetts, New (El Paso), Utah, Wyoming West Virginia, Virginia, North Carolina, Hampshire, Pennsyviania, Rhode Island, Regional Service Manager Maryland Vermont Pacific Region Customer Relations Manager Regional Service Manager Volkswagen of America, Inc. Subaru Atlantic, Inc. Atlantic Region Porsche Audi Division 8611 Larkin Road Volkswagen of America, Inc. 11300 Playa Street P.O. Box 427 Porsche Audi Division Culver City, California 90230 Savage, Maryland 20763 9300 George Palmer Highway (213) 390-8011 (301) 498-1700 Lanham, Maryland 20801 (301) 459-7000 Corporate Office: New York, North New Jersey Franz Doerr Customer Relations Manager Illinois, Indiana, Iowa, Kentucky, Michigan, Customer Assistant Manager Subaru Distributors Corporation MInnasota, North Dakota, Ohio, South Volkswagen of America, Inc. 6 Ramland Road Dakota, Wisconsin (excluding Rapid City) Porsche Audi Division Orangeburg, New York 10962 Regional Service Manager 888 West Big Beaver (914) 359-2500 Central Region Troy, Michigan 48099 Volkswagen of America, Inc. (313) 362-6000 Kentucky, Ohio, Indians, Michigan Porsche Audi Division Customer Relations Manager 106 Wilmot Road, Suite 201 Great Lakes Subaru, Inc. 401 North Hamilton Road Deerfield, Illinois 60015 Saab-Scania of America (312) 948-5660 P.O. Box 18513 Columbus, Ohio 43215 Maine, New Hampshire, Vermont, (614) 864-6650 Connecticut, New Jersey, New York Massachusetts, Rhode island, Connecticut, Regional Service Manager New Jersey, New York, Delaware, Southern New Jersey, Pennsylvania, Eastern Region Pennsylvania, Maryland, Virginia, North World Wide Volkswagen, Inc. Caroline, South Carol., Tennessee, Delaware Porsche Audi Division Customer Relations Manager Alabama, Georgia, Florida Penn Jersey Subaru, Inc. Greenbush Road Customer Relations Manager Glen Avenue and Forest Road Orangeburg, New York 10962 Eastern Region P.O. Box P (914) 578-5000 Saab-Scania of America Moorestown, New Jersey 08057 Saab Drive (609) 234-7600 Alabama, Florida, Georgia, Louisiana, P.O. Box 697 Mississippi, Oklahoma, South Carolina, Orange, Connecticut 06477 Nebraska, Kansas, Colorado, New Mexico, Tennessee, Texas (excluding El Paso) (203) 795-5871 Customer Service Manager Arizona Southern Region Customer Relations Manager Ohio, West Virginia, Kentucky, Indiana, Subaru Inter-Mountain, Inc. Volkswagen of America, Inc. Michigan, Wisconsin, Illinois, Minnesota, Porsche Audi Division 15000 East 39th Street lows, South Dakota, North Dakota, Nebraska, P.O. Drawer D Suite 170 Kansas, Colorado, Wyoming, New Mexico, 1770 The Exchange Auroria, Colorado 80011 Texas, Oklahoma, Missouri, Arkansas, (303) 371-3820 Atlanta, Georgia 30339 Louisiana, Mississippi (404) 955-9000 Customer Relations Manager Missouri, South Dakota, Minnesota, Central Region North Carolina, Maryland, West Virginia, Wisconsin, lows, Illinois Saab-Scania of America Customer Relations Manager District of Columbia, Virginia 10415 United Parkway Regional Service Manager Subaru Mid-America, Inc. Schiller Park, Illinois 60176 301 Mitchell Washington Region (312) 671-4920 Volkswagen of America, Inc. Elk Grove Village, Illinois 60007 (312) 953-1188 Porsche Audi Division Washington, Montana, Oregon, Idaho, 9300 George Palmer Highway California, Nevada, Utah, Arizona, Alaska, Maine, Vermont, New Hampshire, Lanham, Maryland 20801 Hawaii (301) 459-7000 Massachusetts, Rhode Island, Connecticut Customer Relations Manager Customer Relations Manager Western Region Arkansas, Kansas, Missouri, Nebraska Subaru of New England, Inc. Saab-Scania of America 95 Morse Street Customer Service Manager 1225 East Artesia Boulevard Volkswagen Mid-America, Inc. Norwood, Massachusetts 02062 Carson, California 90746 (617) 769-5100 Porsche Audi Division (213) 537-3901 8825 Page Boulevard Northern California, Nevada, Utah St. Louis, Missouri 63114 Corporate Office: (314) 429-2141 Customer Relations Manager Customer Relations Manager Subaru of Northern California, Inc. Saab- Scania of America 2505 Port Street Alaska, Idaho, Montana, Oregon, Washington P.O. Box 897 Customer Service Manager P.O. Box 985 Orange, Connecticut 06477 West Sacramento, California 95691 Proeche Audi Northwest Region (203) 795-5671 5 Oaks Industrial Park (916) 371-7901 5555 Northwest 5 Oaks Drive Hillsboro, Oregon 97123 (503) 645-5511

41 35 AUTOMOBILE MANUFACTURERS CORPORATE CONTACTS

Washington, Oregon, Idaho, Montana, Arizona, New Mexico, Utah, Colorado, Alabama, Florida, Georgia, North Carolina, Wyoming Wyoming, Nevada South Carolina Customer Relations Manager Customer Relations Department Customer Relations Department Subaru Northwest Corporation Denver Regional Office Southeast Toyota Distributors, Inc. 8040 East 33rd Drive Toyota Motor Distributors, Inc. 1751 Talleyrand Drive P.O. Box 11293 9033 East Easter Place P.O. Box 5287 Portland, Oregon 97211 Suite 200 Jacksonville, Florida 32201 (503) 287-4171 Englewood, Colorado 80112 (904) 358-3634 (303) 773- 1 404 Arkansas, Louisiana, Tennessee, Missouri, Corporate Office: Alabama Texas, Oklahoma, Arkansas, Louisiana, H. G. Steckley Customer Relations Manager Mississippi National Customer Relations Manager Subaru South, Inc. Customer Relations Department Toyota Motor Sales, Inc. 8923 Fourchedam Pike Gulf States Toyota, Inc. 19001 South Western Avenue Little Rock, Arkansas 72206 10310 Hanvin Avenue Torrance, California 90509 (501) 490-2770 Houston, Texas 77036 (213) 818-4000 (713) 776-8700 Georgia, South Carolina, Florida Customer Relations Manager Kansas, Missouri, Nebraska, Iowa, South .,Volkswagen of America, Inc. Southeast Subaru Ellkota, North Dakota P.O. Box 3007 Customer Relations Department Northern Alabama, Northern Georgia, South West Palm Beach, Florida 33402 Kansas City Regional Office Carolina, Tennessee (305) 883-3066 Toyota Motor Distributors, Inc. Regional Service Manager 11111 N.W. Ainvorkl Drive Volkswagen of America, Inc. Southern California Kansas City, Missouri 84195 Atlanta Region Customer Relations Manager (818) 891-1000 1940 The Exchange Subaru of Southern California Atlanta, Georgia 30339 12 Whatney Drive Southern California (404) 955-3484 Irvine, California 92714 Customer Relations Department (714) 951 -6592 Los Angeles Regional Office Maine, Massachusetts, New Hampshire, Toyota Motor Distributors, Inc. Rhode Island, Vermont Texas, Oklahoma 2800 Jamboree Road Regional Service Manager Customer Relations Manager Newport Beach, California 92680 Volkswagen of America, Inc. Southwest Subaru Star Corporation (714) 833-8123 Boston Region 12615 San Pedro Avenue (213) 582-8315 100 Forctham Road P.O. Box 32906 Wilmington, Massachusetts 01887 San Antonio, Texas 78216 Virginia, West Virginia, Maryland, Delaware, (817) 858-6700 (512) 496-1441 Pennsylvania Customer Relations Department Illinois, Iowa, Minnesota, North Dakota, Corporate Office: Mid-Atlantic Toyota Distributors, Inc. South Dakota, Wisconsin (excluding Rapid Customer Relations Department Toyota Building City) Subaru of America, Inc. 8710 Baymeadow Drive Regional Service Manager 7040 Central Highway P.O. Box 1030 Volkswagen of America, Inc. Pennsauken, New Jersey 08109 Glen BMW, Maryland 21061 Chicago Region (809) 488-8630 (201) 760-1500 3737 Lake Cook Road Deerfield, Illinois 60015 New York, New Jersey, Connecticut (312) 272-5000 Toyota Motor Sales, U.S.A. Customer Relations Department New York Regional Office Indiana, Kentucky, Michigan, Ohio Maine, Vermont, New Hampshire, Toyota Motor Distributors, Inc. Regional Service Manager Massachuseetts, Rhode Island 18 Henderson Drive Volkswagen of America, Inc. Customer Relations Department West Caldwell, New Jersey 07006 Columbus Region Boston Regional Office (201) 575-7600 1840 MacKenzie Drive Toyota Motor Distributors, Inc. Columbus, Ohio 43220 440 Forbes Boulevard Washington, Oregon, Montana, Alaska (814) 467-2411 Mansfield, Massachusetts 02048 Customer Relations Department (617) 339-5701 Portland Regional Office Arizona (excluding Yuma), Colorado, Eastern Toyota Motor Distributors, Inc. Nevada, New Mexico, South Dakota (Rapid Indiana, Illinois, Wisconsin, Minnesota, 6111 N.E. 87th Avenue City), Texas (El Paso), Utah, Wyoming Northwest Michigan Portland, Oregon 97220 Regional Service Manager Customer Relations Department (503) 255 -6440 Volkswagen of America, Inc. Chicago Regional Office Denver Region Toyota Motor Distributors, Inc. Northern California 12487 East Peakview Avenue 500 Kehoe Boulevard Customer Relations Department Englewood, Colorado 80112 Carol Stream, Illinois 60187 San Frandigto Regional Office (303) 773-8374 (312) 280-6267 Toyota Motor Distributors, Inc. 2451 Bishop Drive Hawaii Tennessee, Kentucky, Ohio, Michigan San Ramon, California 94583 Customer Service Manager Customer Relations Department (415) 829-8000 Volkswagen of America, Inc. Cincinnati Regional Office Hawaii Region Toyota Motor Distributors, Inc. 2865 PtAoloa Street 4550 Creek Road Honolulu, Hawaii 96819 Cincinnati, Ohio 45242 (808) 833-9091 (513) 745-7500

36 42 AUTOMOBILE MANUFACTURERS CORPORATE CONTACTS

Florida, Southern Alabama, Southern Louisiana, Ik4slesippl, Oklahoma, Texas Connecticut, New Jersey, New York Georgia (excluding El Paso) Regional Service Manager Regional Service Manager Customer Service Manager World -Wide Volkswagen, Inc. Volkswagen of America, Inc. Volkswagen of America, Inc. Greenbush Road Jacksonville Region San Antonio Region Orangeburg, New York 10962 P.O. Box 2274 10515 Gulfdale Drive (914) 578-5000 155 East 21st Street P.O. Box 32572 Jacksonville, Florida 32203 San Antonio, Texas 78216 Corporate Office: (904) 354-8188 (512) 341-8881 Franz Doerr Customer Assistance Manager Arkansas, Kansas, Missouri, Nebraska Western Nevada, Northern California Volkswagen of America, Inc. Customer Service Manager Regional Service Manager 888 West Big Beaver Volkswagen Mid- America, Inc. Volkswagen of America, Inc. Troy, Michigan 48099 8825 Page Boulevard San Francisco Region (313) 362-8000 St. Louis, Missouri 63114 7106 Johnson Industrial Drive (314) 429-2141 Pleasanton, California 94566 (415) 462-8000 Southern California Volvo North America Customer Service Manager Delaware, Pennsylvania Corporate Office: Volkswagen of America, Inc. Regional Service Manager Juanita Mitchell Los Angeles Region Volkswagen of America, Inc. Consumer Affairs Manager 11300 Playa Street Valley Forge Region Volvo North America Culver City, California 90230 P.O. Box 830 P.O. Box 913 (213) 390-8011 1001 South Trooper Road Rockleigh, New Jersey 07647 Valley Forge, Pennsylvania 19482 (201) 768-7300 Alaska, Montana, Oregon, Washington, Idaho (215) 666-0683 Regional Service Manager Riviera Motors, Inc. Maryland, North Carolina, Virginia, 5 Oaks Industrial Park District of Columbia, West Virginia 5555 Northwest 5 Oaks Drive Regional Service Manager Hillsboro, Oregon 97123 Volkswagen of America, Inc. (503) 645-5511 Washington, D.C. Region 9300 George Palmer Highway Lanham, Maryland 20801 (301) 386-0839 Better Business Bureaus

140 Wet Oak Street Better Business Bureaus (BBBs) are non-profit organizations sponsored by local busi- Fort Collins, Colorado 80524 nesses. There are some 150 BBBs in the United States today. BBBs offer a variety of (303) 484-1348 consumer education programs and materials, provide general information on companies, handle consumer inquiries, mediate and arbitrate complaints, and maintain records of consumer satisfaction or dissatisfaction with individual companies. Connecticut Fairfield Woods Plaza 2345 Black Rock Turnpike 413 T.W. Patterson Building Fairfield, Connecticut 06430 UNITED STATES Fresno, California 93721 (203) 388-6538 BUREAUS (209) 268-6424 250 Constitution Plaza 639 South New Hampshire Avenue Hartford, Connecticut 06103 National Headquarters 3rd Floor (203) 247-8700 Council of Better Business Bureaus Los Angeles, California 90005 35 Elm Street 1515 Wilson Boulevard (213) 383-0992 P. O. Box 2015 Arlington, Virginia 22209 508 16th Street, Room 1500 Now Haven, Connecticut 06506 (703) 276-C100 Oakland, California 94612 (203) 787-5788 (415) 839-5900 Delaware Local Bureaus 1401 21st Street, Suite 305 20 South Walnut Street Sacramento, California 95814 P. O. Box 300 Alabama (916) 443-6843 Milford, Delaware 19963 1214 South 20th Street 4310 Orange Avenue (302) 856-6969 Birmingham, Alabama 32503 San Diego, California 92105 1901-B West 11th Street (205) 933-2893 (619) 283-3927 P. O. Box 4085 Central Bank Building 2740 Van Ness Avenue, #210 Wilmington, Delaware 19807 Suite 410 San Francisco, California 94109 (302) 652-3833 West Side Square (415) 775-3300 P.O. Box 383 1505 Meridian Avenue Huntsville, Alabama 35804 P. O. Box 8110 (205) 533-1640 San Joao, California 95125 307 Van Antwerp Building (408) 978-8700 Mobile, Alabama 36602 20 North San Mateo Drive (205) 433-5494 P. O. Box 294 San Mateo, California 94401 Arizona (415) 347-1251, 1252, 1253 4428 North 12th Street 111 North Milpas Street Phoenix, Arizona 85013 P. 0. Box 746 (602) 264-1721 Santa Barbara, California 93102 (805) 963-8657 100 East Alameda Street Suite 403 1111 North Center Street Tucson, Arizona 85701 Stockton, California 95202 Consumers, Remember: (602) 622-7651 (Inquiries) (209) 948-4880 1.First, complain to the seller. (602) 622-7654 (Complaints) 17862 Irvine Boulevard. Suite 15 Tustin, California 92680 2.If that doesn't work, contact the company. (714) 544-6942 (inquiries) Arkansas (714) 544-5842 (complaints 1216 South University 3. After that, contact an industry dispute Little Rock, Arkansan 72204 program; the Better Business Bureau; or a (501) 664.7274 Colorado local or state government office. 524 South Cascade, Suite 2 4. Finally, contact a trade association or Colorado Springs, Colorado 80903 California Federal agency, as listed in the Index (303) 636 -1155 under specific complaint topics. 705 18th Street 841 Delaware Street Bakersfield, California 93301 5. The last resort is a small claims court or (805) 322-2074 Denver, Colorado 80204 (303) 629-1030 private lawyer. 1265 North La Cadena Colton, California 92324 (714) 825-7280 44 39 BETTER BUSINESS BUREAUS

District of Columbia Old Courthouse Center, Room 307 804 Jefferson Street 1334 G Street, N.W. Evansville, Indiana 47708 P.O. Box 3651 Prudential Building (812) 422-6879 Lafayette, Louisiana 70502 6th Floor 1203 Webster Street (318) 234-8341 Washington, D.C. 20005 Fort Wayne, Indiana 46802 1413 Ryan Street, Suite C (202) 393-8000 (219) 423-4433 P.O. Box 1681 4231 Cleveland Street Lake Charles, Louisiana 70602 Florida (318) 433-1633 8600 N.E. 2nd Avenue Gary, Indiana 45408 Miami, Florida 33138 (219) 980-1511 141 De Siard Street (305) 757-3446 15 East Market Street ONB Building Suite 503 3080 Tamiami Trail North Indianapolis, Indiana 46204 Monroe, Louisiana 71201 Naples, Florida 33940 (317) 637-0197 (318) 837-4600,4601 (813) 261-0606 204 Iroquois Building 301 Camp Street, Suite 403 620 East Colonial Drive Marion, Indiana 48952 (317) 888-8954 New Orleans, Louisiana 70130 Orlando, Florida (504) 581-6222 (305) 843-8873 Ball State University BBB 1407 North Market Street 3015 Exchange Court Whitinger Building, Room 160 Shreveport, Louisiana 71107 West Palm Beech, Florida 33409 Muncie, Indiana 47306 (318) 221-8352 (305) 686-2200 (317) 285-8375 230 West Jefferson Boulevard South Bend, Indiana 46601 Maryland Georgia (219) 234-0183 401 North Howard Street 100 Edgewood Avenue, Suite 1012 105 South Third Street Baltimore, Maryland, 21201 Atlanta, Georgia 30303 TWO Haute, Indiana 47801 (301) 685-6986 (404) 688-4910 (812) 234-7749 6917 Arlington Road 209 7th Street, Suite 303 Bethesda, Maryland 20814 P.O. Box 2085 (301) 656-7000 Augusta, Georgia 30901 Iowa (404) 722-1574 619 Kahl Building Martin Theatre Building Davenport, Iowa 52801 Massachusetts 1320 Broadway, Suite 250 (319) 322-0782 8 Winter Street Columbus, Georgia 31902 234 Insurance Exchange Building Boston, Massachusetts 02108 (404) 324-0712,0713 ''es Moines, Iowa 50309 (617) 482-9151 6822 Abercorn Extension (515) 243-8137 108 State Road, Suite 4 P.O. Box 13956 318 Badgerow Building Dartmouth, Massachusetts 02747 Savannah, Georgia 31406 Sioux City, Iowa 51101 (617) 999-6060 (912) 354-7521 (712) 252-4501 The Federal Building Suite 1 78 North Street Hawaii Kansas Hyannis, Massachusetts 02601 677 Ala Moana Boulevard 501 Jefferson, Suite 24 (617) 771-3022 Suite 614 Topeka, Kansas 66607 316 Essex Street Honolulu, Hawaii 96813 (913) 232-0454,0455 (808) 531-8131,8132,8133 Lawrence, Massachusetts 01C40 300 Kaufman Building (617) 887 -7666 Wichita, Kansas 67202 90 Park Avenue Idaho (316) 263-3146 Natick, Massachusetts 01760 409 West Jefferson (617) 655 -5513 Boise, Idaho 83702 293 Bridge Street, Suite 324 (208) 342-4649 Kentucky 629 North Broadway Springfield, Massachusetts 01103 Lexington, Kentucky 40508 (413) 734-3114 Illinois (606) 252-4492 32 Franklin Street 35 East Wacker Drive 844 South Fourth Street P.O. Box 379 Chicago, Illinois 60601 Louisville, Kentucky 40202 Worcester, Massachusetts 01601 (312) 444-1188 (inquiries) (502) 583-6548 (617) 755-2548 (312) 346-3313 (complaints) 109 Southwest Jefferson Street Michigan Suite 305 Louisiana 1407 Murray Street, Suite 101 150 Michigan Avenue Peoria, Illinois 61602 Detroit, Michigan 48226 (309) 673-5194 Alexandria, Louisiana 71306 (318) 473-4494 (313) 9627586 2055 Wooddale Boulevard 1 Peoples Building Indiana Baton Rouge, Louisiana 70806 Grand Rapids, Michigan 49503 118 South Second Street (504) 926-3010 (616) 744-8236 P.O. Box 405 300 Bond Street, Box 9129 Holland/Zeeland (616) 772-6063 Elkhart, Indiana 46515 Houma, Louisiana 70361 Muskegon (616) 722-0707 (219) 293-5731 (504) 868-3456

40 45 BETTER BUSINESS BUREAUS

Minnesota 34 Park Place 257 Park Avenue, South 1745 University Avenue Newark, New Jersey 07102 New York, New York 10010 (Harlem) St. Paul, Minnesota 55104 (201) 643-3025 (212) 533-6200 (612) 646-4637 2 Forest Avenue 1122 Sibley Tower Paramus, New Jersey 07653 Rochester, New York 14604 (201) 845-4044 (718) 546-6776 Mbslssippi 1721 Route 37 East 120 East Washington Street 1317 22nd Avenue Toms River, New Jersey 06753 Syracuse, New York 13202 P.O. Box 1047 Gulfport, Mississippi 39501 (201) 270-5577 (315) 479-6635 (601) 863-6645 209 Elizabeth Street Utica, New York 13501 510 George Street New Mexico (315) 7243129 P.O. Box 2090 2921 Carlisle, N.E. Jackson, Mississippi 39205 Albuquerque, New Mexico 87110 158 Westchester Avenue (601) 948-4732 (505) 884-0500 White Plains, New York 10601 (914) 428-1230, 1231 601 22nd Avenue, Suite 313 2021 east 20th Street P.O. Box 5002 Farmington, New Mexico 87401 120 East Main Meridian, Mississippi 39302 (505) 326-6501 Wappinger Falls (601) 482-8752 White Plains, New York 10601 Santa Fe Division (914) 297-6550 227 East Palace Avenue Missouri Suite C 906 Grand Avenue Saida Fe, New Mexico 87501 North Carolina Kansas City, Missouri 64106 (505) 988-3648 291h Page Avenue (816) 421-7800 Ashville, North Carolina 28801 (704) 253-2392 Mansion House Center New York 440 North Fourth Street 202 North Tryon Street 775 Main Street St. Louis, Missouri 63101 Charlotte, North Carolina 28202 Buffalo, New York 14203 (704) 332-7152 (314) 241-3100 (716) 856-7180 205 Park Central East 3606 West Friendly Avenue 286 Main Street Room 319-320 Greeruiboro, North Carolina 27410 Farmingdale, New York 11733 (Long Island) (919) 852-4240, 4241, 4242 Springfield, Missouri 65806 (516) 420-0500 (417) 862-9231 100 Park Drive Building 257 Park Avenue, South Suite 203 New York, New York 10010 P.O. Box 12033 Nebraska (212) 533-6200 (inquiries and complaints) Research Triangle Park, North Carolina 27709 719 North 48th Street (212) 533-7500 (other) (919) 549-8221 Uncoln, Nebraska 68504 914 First Union National Bank Building (402) 467-5261 Winton-Ulm, North Carolina 27101 417 Famam Building (919) 725-8348 1613 Farnam Street Omaha, Nebraska 68102 (402) 346-3033 Ohio P.O. Box F 596 Akron, Ohio 44308 Nevada (216) 253-4590 1829 East Charleston Boulevard 500 Cleveland Avenue, North Suite 103 Canton, Ohio 44702 Las Vegas, Nevada 89104 (218) 454 -9401 (702) 322-0657 28 East Sixth Street Cincinnati, Ohio 45202 New Hampshire (513) 421-3015 One Pillsbury Street Consumers, Remember: 1720 Keith Building Concord, New Hampshire 03301 1. First, complain to the seller. Cleveland, Ohio 44115 (603) 224-1991 (216) 241-7678 2.If that doesn't work, contact the company. 527 South High Street Columbus, Ohio 43215 New Jersey 3. After that, contact an industry dispute (614) 221-6338 836 Haddon Avenue program; the Better Business Bureau; or a 40 West Fourth Street P.O. Box 303 local or state government office. Collingswood, New Jersey 08108 Suite 280 (609) 854-8467 4. Finally, contact a trade association or Dayton, Ohio 45402 (513) 222-5825 690 Whitehead Road Federal agency, as listed in the Index Lawrenceville, New Jersey 08648 under specific complaint topics. 405 North Huron Street (609) 396-1199 (Mercer County) Toledo, Ohio 43804 (201) 536-6306 (Monmouth County) 5. The last resort is a small claims court or (419) 241-6276 (201) 329-6854, 55 (Middlesex, Somerset and private lawyer. Mahoney Valley Hunderton Counties) P.O. Box 1495 Youngstown, Ohio 44503 (216) 744-3111 41 BETTER BUSINESS BUREAUS

Oklahoma 1835 Union, Suite 20? 709 Sinclair Building 806 North Dewey P.O. Box 41406 106 West 5th Street Oklahoma City, Oklahoma 73102 Memphis, Tenneso,...) 38174-1406 Fort Worth, Texas 76102 (405) 239-6081,82,83 (901) 272-9641 (817) 332-7585 4833 South Sheridan 506 Nashville City Bank Building P.O. Box 7499 Suite 412 Nashville, Tennessee 37201 Houston, Texas 77248 Tulsa, Oklahoma 74145 (615) 254-5872 (713) 868 -9500 (918) 664-1268 1015 15th Street P.O. Box 1178 Texas Lubbock, Texas 79408 OrInglft Bank of Commerce Building (806) 763 -0459 430 Southwest Morrison Suite 320 Suite 623 Abilene, Texas 79605 Air Terminal Building Portland, Oregon 97204 (915) 691-1533 Room 216 (503) 226-3981 P.O. Box 6006 1006 West 10th Street Midland, Texas 79711 Amarillo, Texas 79101 (915) 563 -1880 (inquiries) Pennsylvania (806) 374-3735 (915) 563-1881 (complaints) 528 North New Street 1005 American Plaza 337 West Twohig Dodson Building Austin, Texas 78701 San Angelo, Texas 76903 Bethlehem, Pennsylvania 18018 (512) 476-6943 (915) 653-2318 (215) 866-8780 960 North 1800 Northeast Loop 410 53 North Duke Street P.O. Box 2988 Suite 400 Lancaster, Pennsylvania 17602 Beaumont, Texas 77704 San Antonio, Texas 78217 (717) 291-1151 (713) 835-5348 (512) 828-9441 (717) 846-2700 (exchange line for York County 202 Vanua Building 608 New Road residents) Bryan, Texas 77801 P.O. Box 7203 511 North Broad Street (713) 823-8148 Waco, Texas 76718 Philadelphia, Pennsylvania 19123 109 North Chaparral, Suite 101 (817) 772-7530 (215) 574-3600 Corpus Christi, Texas 78401 1106 Brook Avenue 610 Smithfield Street (512) 888-5555 Wichita Falls, Texas 76301 Pittsburgh, Pennsylvania 15222 1511 Bryan Street, Suite 400 (817) 723-5526 (412) 456 -2700 Dallas, Texas 75201 (214) 747-8891 Brooks Building Utah Scranton, Pennsylvania 18503 6024 Gateway East 40 North 100 East (717) 342-9129 El Paso, Texas 79905 Provo, Utah 94601 (915) 778-7000 (801) 377-2611 Puerto Rico 1598 South Main Street 1606 Ponce de Leon Avenue Salt Lake City, Utah 84115 Suite 400 (801) 487 -4656 Santurce, Puerto Rico 00909 (809) 724-7474 Cable BEBUSBU Virginia 105 East Annandale Road Rhode Island Suite 210 Fails Church, Virginia 22046 248 Weybosset Street (703) 533-1900 Providence, Rhode Island 02903 (401) 272-9800 2019 Uewellyn Avenue P.O. Box 11133 Norfolk, Virginia 23517 South Carolina (804) 627-5651 1338 Main Street (804) 851-9101 (peninsula area) Suite 500 Consumers, Remember: 701 East Franklin, Suite 100 Columbia, South Carolina 29201 Richmond, Virginia 23219 (803) 254-2525 1.First, complain to the seller. (804) 648-0016 608 East Washington Street 151 West Campbell Avenue, S.W. Greenville, South Carolina 29601 Roanoke, Virginia 24011 (803) 242-5052 3. After that, contact an industry dispute (703) .342-3455 program; the Better Business Bureau; or a Tennessee local or state government office. 716 James Building 4. Finally, contact a trade association or 735 Broad Street Federal agency, as listed in the Index Chattanooga, Tennessee 37402 under specific complaint topics. (615) 268-8144 1209 Cowart Street 5. The last resort is a small claims court or. P.O. Box 3606 private lawyer. Knoxville, Tennessee 37917 (615) 522-1300

42 BETTER BUSINESS BUREAUS

Washington British Columbia 354 Charles Street, East 2200 Sixth Avenue 788 Beatty Street Kitchener, Ontario N2G 4L5 (519) 579-3080 Seethe, Washington 98121 Suite 404 (206) 622-8067, 8068 Vancouver, BC V6B 2MI 71 Bank Street South 176 Stevens Street, Suite A (604) 682-2711 Suite 503 Spokane, Washington 99204 635 Humboldt Street Ottawa, Ontario K1P 5N2 (509) 747-1155 Room M-37 (613) 237 -4858 949 Market Street, Suite 381 Victoria, BC V8W 1A7 321 Bloor Street, East Tacoma, Washington 98401 (604) 386-6348 Suite 901 (206) 383-5561 Toronto, Ontario M4W 1A8 (416) 961-0237 424 Washington Mutual Building Manitoba P.O. Box 1584 500 Riverside Drive West 365 Hargrave Street Windsor, Ontario N9A 5K6 Yakima, Washington 98907 Room 204 (509) 248-1326 Winnipeg, Manitoba R3B 2K3 (204) 943-1486 Quebec Wisconsin 2055 Peet Street 740 North Plankinton Avenue New Brunswick Suite 460 Milwaukee, Wisconsin 53203 Box 1002 Montreal, PO H3A 1V4 (414) 273-1600 331 Elmwood Drive (514) 286-9281 Suite 2 475 Rue Richelieu Moncton, NB El C-8P2 Quebec City, PO G1R 1K2 (506) 854-3330 (418) 523-2555 CANADIAN BUREAUS National Headquarters Newfoundland Saskatchewan P.O. Box 516 2049 Lorne Street 2 Forbes Street Regina, Saskatchewan, S4P 2M4 2 Bloor Street, East Suite 9 (Al E, 4K1) (306) 352-7601 Suite 3034 Toronto, Ontario M4W 1A8 St. John's Newfoundland Al C 5K4 (709) 364-2222 (416) 925-3141 ISRAELI BUREAUS Local Bureaus Nova Scotia Israel P.O. Box 2124 Seven Hamuchlar Street 1731 Barrington Street (B3J 2A4) P.O. Box 578 Alberta Halifax, Nova Scotia B3J 3B7 630 8th Avenue, SW Beer-Shwa, Israel (902) 422-6581 (inquiries) 34222 Suite 404 (902) 422-6582 (complaints) Calgary, Alberta T2P 1G6 Allenby Street (403) 269 -3905 No. 53A 65243 Tel-Aviv, Israel 600 Gu'ardian Building Ontario 10240 124th Street 170 Jackson Street, East Tel Aviv, Israel Grande Prairie, Alberta Hamilton, Ontario L8N 1L4 (03) 28-25-28 (403) 532-7778 (416) 526-1111 Red Deer, Alberta (403) 343-3280

43 Industry Third-Party Dispute Resolution Programs Consumer Arbitration Center Third-party dispute resolution programs have been established by theindustries listed National Association of Securities Dealers, below to help resolve problems between consumers and industry membersthat they have Inc. been unable to resolve themselves. So remember,before you contact the industry- Two World Trade Center South Tower sponsored third-party resolution program, you should give the business withwh)ch you have 98th Floor the problem an opportunity to resolve the complaint. Mostbusinesses are anxious to assure New York City, New York 10048 (212) 839-6200 customer satisfaction. If this fails, third-party programs canbe helpful. Nissan Motor Corporation In U.S.A. (Datsun, Nissan) See Autoline American Automobile Association Funeral Service Consumer Action Program 8111 Gatehouse Road (ThensCAP) Volkswagen Falls Church, Virginia 22047 135 West Wells Street (Volkswagen, Porsche, Audi) (703) 222-6000 Mihvaukee, Wisconsin 53203 See Autoline (414) 276-2500 Auto ikte Council of Better Business Bureaus Nancy High 1515 Wilson Boulevard Executive Director Consumers, Remember: Arlington, Virginia 22209 Furniture Industry Consumer Advisory Panel 1. First, complain to the seller. (703) 276-0100 (FICAP) P.O. Box 951 2.If that doesn't work. contact the company. National Administrator High Point, North CaroNna 27261 Automotive Consumer Action Program (written inquiries only) 3. Atter that. contact an industry dispute (AUTOCAP) program; the Better Business Bureau; or a 8400 Westpark Drive General Motors Corporation local or state government office. McLean, Virginia 22102 (Chevrolet, Oldsmobile, Buick, Pontiac (703) 821-7000 Cadillac, GMC Truck) 4. Finally. contact a trade association or See AutoNne Federal agency. as listed in the Index BBB National Consumer Arbitration Program under specific complaint topics. Local Better Business Bureaus Home Owners Warranty Program (HOW) Council of Better Business Bureaus 2000 L Street, N.W. 5. The last resort is a small claims court or 1515 Wilson Boulevard Washington, D.C. 20036 private lawyer Arlington, Virginia 22209 (202) 463-4600 (703) 276-0100 Household Goods Dispute Settlement Chrysler Customer Satisfaction Arbitration Program Board 400 Army-Navy Drive P.O. Box 1718 Art(ngton, Virginia 22202 Detroit, Michigan 48288 (703) 521-1111 (313) 956-5970 Major Appliance Consumer Action Panel Direct Selling Association (MACAP) 1730 M Street, N.W. 20 North Wacker Drive Suite 610 Chicago, Illinois 60606 Washington, D.C. 20036 (312) 984-5858 (202) 293-5760 800-621-0477 (toll free)

Ford Consumer Appeals Board National Advertising Division (NAD) P.O. Box 1805 Council of Better Bureaus Dearborn, Michigan 48126 845 Third Avenue (313) 337-6950 New York, New York 10022 (212) 754-1320

435-444 - 8 3- 6 :Qt. 3 45 Trade Associations James A. Morrissey Many industry and professional trade associations mediate disputes between consumers Director, Communications Division and their member companies. They should be contacted only after you have unsuccessfully American Textile Manufacturers' tried to settle your complaint with the individual business and its corporate headquarters. institute 1101 Connecticut Avenue, N.W. Washington, D.C. 20036 (202) 882-0500 Consumer Affairs Department American MOM'S Conference Airline Passengers Association P. O. Box 2303 Department of Consumer Affairs P. O. Box 220074 Arlington, Virginia 22202 Association of Physical Fitness Centers Dallas, Texas 75222 (written inquiries only) 5272 River Road (214) 438-8100 Bethesda, Maryland 20816 Albert Engelken (written inquiries only) Fred Shippee Director of Communications Technical Services American Public Transit Association B etter Hearing institute American Apparel Manufacturers 1225 Connecticut Avenue, N.W. 1430 K Street N.W. Association Suite 200 Washington, D.C. 20005 1611 North Kent Street Washington. D.C. 20036 (202) 638-7577 Suite 800 (202) 828-2847 800-424-8576 (toll free) Arlington, Virginia 22209 (703) 524 -1884 Ray Greenly Consumer Affairs Director, Consumer Affairs B lue Cross and Blue Shield David Peterson American Society of Travel Associations, Inc. Director of Public Affairs Agents, Inc. 1709 New York Avenue. N.W. American Collectors Association 4400 MacArthur Boulevard N.W. Suite 303 4040 West 70th Street Washington, D.C. 20007 Washington, D.C. 20006 P. 0. Box 35106 (202) 965-7520 (202) 783-6222 Minneapolis, Minnesota 55435 (612) 926-6547 Richard N. Hopper ti Director of Governmental Affairs American Council of Life Insurance Carpet and Rug institute 1850 K Street, N.W. 1100 17th Street, N.W. 6th Floor Washington, D.C. 20036 Washington, D.C. 20008 (written inquiries only) (202) 862-4086 800 -423 -8000 (toll irae) Jack Cavanaugh T.M. Director, Office of Consumer Affairs Ethical Practices and Consumer American Hseith Care Association Affairs 1200 15th Street, N.W. Direct Marketing Association Washington, D.C. 20005 6 East 43rd Street (written inquiries only) Consumers, RemembAr: New York City, New York 10017 (212) 689 -4977 Office of Public Relations 1.First. complain to the seller American Hospital Association Administrator 840 North Lakeshore Onyx+ 2If that doesn't work, contact the company Code of Ethics Chicago, Illinois 60611 Direct Selling Association (312) 280-6351 3 After that, contact an industry dispute 1730 M Street, N.W. program. the Better Business Bureau. or a Washington, D.C. 20036 American Hotel and Motel local or state government office. (202) 293-5760 Association 888 Seventh Avenue 4Finally, contact a trade association or Duncan Cameron New York, New York 10019 Federal agency, as listed in the Index Director, Communications (212) 265-4506 under specific complaint topics. Distilled Spirits Council of the United States Consumer Affairs Department 5 The last resort is a small claims court or 425 13th Street, N.W. American Moat institute private lawyer Suite 1300 P. O. Box 3556 Washington, D.C. 20004 Washington, D.C. 20007 (202) 628-3544 (202) 841-2400

)(1 47 TRADE ASSOCIATIONS

Salty Browne Sid Smith Mary Hanko Director, Government and President Assistant to Executive Director Consumer Affairs National Association of Hosiery National Home StudyCouncil Electronic industries Association Manufacturers 1601 18th Street, N.W. Consumer Electronic Group 447 South Sharon Amity Road Washington, D.C. 20009 2001 Eye Street, N.W. Charlotte, North Carolina 28211 (202) 234-5100 Washington, D.C. 20006 (704) 365 -0913 (202) 457-4977 National Tire Dealers and National Association of Retreaders Association Health Insurance Association of Personnel Consultants 1250 Eye Street, N.W. America 1432 Duke Street Suite 400 1850 K Street, N.W. Alexandria, Virginia 22314 Washington, D.C. 20005 6th Floor (703) 684-0180 (202) 789-2300 Washington, D.C. 20006 (202) 882-4068 National Association of the Pharmaceutical Manufacturers 04-423-0000(toll free) Remodeling Industry Association 11East 44th Street 1100 15th Street, N.W. Nancy Golonka New York, New York 10017 Suite 900 Director, Consumer Affairs (212) 887-0121 Washington, D.C. 20005 insurance Information Institute (202) 835-3468 110 William Street Consumer Arbitration Center New York, New York 10038 National Association of Securities Photo Marketing Association (212) 860-9200 (inside New York call collect) Dealers, Inc. 3000 Picture Place 500-221-4964(toil free outside New York) Two World Trade Center South Tower Jackson, Michigan 49201 98th Floor (written complaints only) Consumer Relations New York City, New York 10048 International Fabricare Institute (212) 839-6200 Publishers Clearing House 12251 Tech Road 382 Channel Drive Silver Spring, Maryland 20904 Accrediting Department Port Washington, New York 11050 (301) 622-2818 National Association of Trade & (516) 883-5432 Technical Schools 800-645-4242 (toil free outside New York) William Cherkasky 2021 K Street, N.W. Executive Vice President Washington, D.C. 20006 Mildred Gall* International Franchise Association (202) 298-8892 Director of Consumer Affairs 1025 Connecticut Avenue, N.W. The Soap and Detergent Association Suite 1005 Gary Hong 475 Park Avenue South Washington, D.C. 20036 Director, Public Policy New York, New York 10016 (202) 659-0790 National Council of Health Centers (212) 725-1262 2600 Virginia Avenue, N.W. Susan M. Fiske Suite 1100 Luana Moore Consumer Affairs Advisor Washington, D.C. 20037 Executive Director Manufactured Housing Institute (202) 296 -7393 Solar Energy Institute of 1745 Jefferson Davis Highway North AMIlfica Arlington, Virginia 22202 Richard Robinson 1110 Sixth Street, N.W. (703) 979-6620 Director, Dealers Services Washington, D.C. 20001-3687 National Decorating Products (202) 289-4411 National Advertising Division (NAD) Association of the Council of Better Business 1050 North Undbergh Boulevard Donna Datre Bureaus St. Louis, Missouri 83132 Public Information Manager 845 Third Avenue (314) 991-3470 Toy Manufacturers of America New York, New York 10022 200 Fifth Avenue (212) 754-1320 Public Communications Division New York, New York 10010 National Food Processor* Association (212) 675-1141 Director, Consumer Affairs/Public 1401 New York Avenue, N.W. Liaison Washington, D.C. 20005 Jean Valentine National Association of Home Builders Public Relations 15th and M Streets, N.W. National Foundation for Consumer Wine Institute Washington, D.C. 20005 Credit 165 Post Street (202) 822-0409 8701 Georgia Avenue San Francisco, California 94108 Suite 601 (415) 966-0678 Silver Spring, Maryland 20910 (301) 589-5600

48 State, County and City Government Consumer Protection Offices Arkansas Listed below are consumer protection offices which are part Of state, county and cityState Office governments. Some are located in governors' offices, state attorney generals' offices or Tom Hicks, Director mayors' offices. Check in your state to see which office can help resolve complaints, furnish Consumer Protection Division information or helpful publications, or provide other services. As a general rule, the first Office of Attorney General place you should go for help with a consumer problem is the local office nearest yourhome. Justice Building Since most offices require that complaints be in writing, you might save time by writing, Little Rock, Arkansas 72201 (501) 371-2341 rather than calling, with your initial complaint. 800-462-119112 (toll freeArkansas only)

California Alabama Branch Office State Offices John F. Kelly stmt. Office Public Inquiry Unit Fincher Allen, Director Financial Fraud Division Office of Attorney General Consumer Protection Division Office of Attorney General 1515 K Street, Suite 511 Office of Attorney General 402 West Congress Street Sacramento, California 95814 560 South McDonough Street Tucson, Arizona 85701 (916) 322-3360 Montgomery, Alabama 36104 (602) 628-5501 (fraud only) 800-952-6225 (toll freeCalifornia only) (205) 832-5938 800-392-5658(toll free Alabama only) County Offices John Barnes Chief Investigator Alaska Cochise County Attorney's Office State Office P.O. Drawer CA Connie Sipe, Chief Bisbee, Arizona 85603 Consumer Protection Section (602) 432-5703 ext. 470 Office of Attorney General 1031 West Fourth Avenue, Suite 110 Howard Felt, Director Anchorage, Alaska 99601 Consumer Protection/Economic Crime Unit (907) 27e-0428 Pima County Attorney's Office 111 West Congress, Ninth Floor Branch Offices Tucson, Arizona 85701 (602) 792-8668 Office of Attorney General First National Center David Ellsworth 100 Cushman Street, Suite 400 Yuma County Attorney's Office Fairbanks, Alaska 99707 P.O. Box 1048 (907) 452-1568 Yuma, Arizona 85364 Consumers, Remember: (602) 782-4534 ext. 55 Office of Attorney General 1.First, complain to the seller. Pouch K Juneau, Alaska 99811 City Offices (907) 465-3692 Mayor's Citizens Assistance Office 2.If that doesn't work. contact the company. 251 West Washington Phoenix, Arizona 85003 3. After that, contact an industry dispute Arizona (802) 282-7777 program; the Better Business Bureau; or a local or state government office. suit. Office Ronald M. Detrick Patrick Murphy, Chief Counsel Supervising Attorney Financial Fraud Division 4. Finally, contact a trade association or Tucson City Attorney's Office Federal agency, as listed in the Index Office of Attorney General P.O. Box 27210 under specific complaint topics. 1275 West Washington Street 2302 East Speedway, Room 202 Phoenix, Arizona 85007 Tucson, Arizona 85726 5. The last resort is a small claims court or (602) 255 -5763 (fraud only) (602) 791 -4888 private lawyer 80O-352-8431(toll freeArizona only)

49 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Marie Shibuya-Snell, Director Richard Kalustian Charles Hayes, Director CaNfornia Department of Deputy District Attorney Consumer Fraud Division Consumer Affairs Consumer and Environment San Diego County District Attorney's Office 1020 N Street Protection Division P.O. Box X-1011 Sacramento, California 95814 Los Angeles County District Attorney's Office San Diego, California 92112 (916) 445-0880 (complaint assistance) 320 West Temple Street, Room 540 (819) 236-2474 (916) 445-1254 (consumer information) Los Angeles, California 90012 Robert H. Berez (213) 974-3970 Kathie J. Klass Attorney in Charge Consumer Advisory Council Shirley Go Winger, Director Consumer Fraud/Economic Crime Unit 1020 N Street, Room A803 Los Angeles County Department of Consumer San Francisco County District Attorney's Office Sacramento, California 95814 Affairs 880 Bryant Street, Room 320 (916) 322-0548 500 West Temple Street, Room B-96 San Francisco, California 94103 Los Angeles, California 90012 (415) 553-1821 Bureau of Automotive Repair (213) 974-1452 California Department of Stephen Taylor Consumer Affairs Robert De Santi, Director Deputy District Attorney in Charge 3116 Bradshaw Road Consumer Protection Unit Consumer Fraud and Regulatory Agencies Sacramento, California 95827 Madera County Weights and Measures Division (918) 388-5050 902 North Gateway Drive San Joaquin County District Attorney's Office 800 - 962 -5210 (toll freeCalifornia only; auto Madera, California 93637 P.O. Box 50 repair only) (209) 674-4841 Stockton, California 95201 Cliff Harris (209) 944-3811 Branch Offices Deputy District Attorney Christopher Money George Smith, Acting Assistant Director Consumer Division District Attorney California Department of Mendocino County District Attorney's Office Consumer Unit Consumer Affairs Ukiah, California 95482 San Luis Obispo County District Attorney's Office 107 South Broadway, Room 8020 (707) 468-4211 Room 450 Los Angeles, California 90012 County Government Center Candice Chin, Coordinator (213) 620-4360 1050 Monterey Street Monterey County Office of Consumer Affairs San Luis Obispo, California 93408 Gladys Huerta, Supervisor P.O. Box 1389 (805) 549-5800 California Department of Salinas, Calffornia 93902 Consumer Affairs (408) 758-3859 Carl Holm 455 Golden Gate Avenue, Room 2191 Deputy District Attorney San Francisco, California 94102 John T. Swan Deputy District Attorney Consumer Fraud Unit (415) 557 -0968 San Mateo County District Attorney's Office Consumer Affairs Division Hall of Justice and Records County Offices Napa County District Attorney's Office 1125 Third Street Redwood City, California 94063 Richard Michaels (415) 383-4858 Assistant District Attorney Napa, California 94558 Consumer Fraud Division (707) 253-4427 Carolyn Wuffsberg Alameda County District Attorney's David Himelson Deputy District Attorney Office Deputy District Attorney Consumer/Business Law Section 24405 Amador Street, Room 103 Major Fraud/Consumer Protection Unit Santa Barbara County District Attorney's Office Hayward, California 94544 Orange County District Attorney's Office 118 East Figueroa (415) 881-6150 P.O. Box 808 Santa Barbara, California 93101 William O'Malley 700 Civic Center Drive West (805) 963-6158 Contra Costa County District Attorney Santa Ma, California 92702 Gordon Spencer, Director Special Operations Division (714) 834-3800 Santa Clara County Department of Consumer P.O. Box 870 Ronald Melendez, Director Affairs 725 Court Street Orange County Office of Consumer Affairs 1553 Berger ()five Martinez, California 94553 1300 South Grand Avenue San Jose, California 95112 (415) 372-4500 ext. 4820 Building C (408) 299-4211 Santa Ana, California 92711 Lawrence Viau, Chief James Chang Consumer Fraud Division (714) 834-6100 Deputy District Attorney Fresno County District Attorney's Gary Tranbarger Consumer Fraud Unit Office Deputy District Attorney Santa Clara County District Attorney's Office 1100 Van Ness Avenue Economic Crime Division 70 West Hedding Street, West Wing Fresno, California 93721 Riverside County District Attorney's Office San Jose, California 95110 (209) 488-3141 4080 Lemon Street (40e) 275-9851 Edward R. Jage is, District Attorney P.O. Box 1148 Gloria Lorenzo, Coordinator Consumer and Major Business Fraud Section Riverside, California 92502 Division of Consumer Affairs Kern County District Attorney's Office (714) 787-6372 Santa Cruz County District Attorney's Office 1215 Truxton Avenue Jeffery B. Marschner 701 Ocean Street, Room 240 Bakersfield, California 93301 Supervising Deputy District Attorney Santa Cruz, California 95060 (805) 861-2421 Sacramento County District Attorney's Fraud (408) 425-2054 Division P.O. Box 749 Sacramento, California 95804 (916) 440-6174

50 53 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Mark Geiger Al Bloom, Investigator Deputy District Attorney Larimer County District Attorney's Consumer Office Consumer Affairs Unit Consumers, Remember: Solaro County District Attorney's Office Rocky Mountain Bank Building P. O. Box 1489 600 Union Avenue 1.First, complain to the seller. Fairfield, California 94533 Fort Collins, Colorado 80522 (707) 429-6451 2.If that doesn't work, contact the company. (303) 221-7200 Claudia Leong Gus Sandstrom Consumer Affairs Coordinator 3. After that, contact an industry dispute District Attorney Stanislaus County Office of Consumer Affairs program; the Better Business Bureau; or a Pueblo County District Attorney's 1100 H Street, 2nd Floor local or state government office. Consumer Office Modesto, California 95354 Courthouse (209) 571-6211 4. Finally, contact a trade association or Tenth and Main Streets Federal agency, as listed in the Index Pueblo, Colorado 81003 Edgar H. Hayden, Jr. under specific complaint topics. (303) 544-0075 Deputy District Attorney Stanley C. Peak Consumer Fraud Unit 5. The last resort is a small claims court or District Attorney Stanislaus County District Attorneys Office private lawyer. P.O. Box 442 Weld County District Attorney's Modesto, California 95353 Consumer Office (209) 571-5550 P. O. Box 1187 Greeley, Colorado 80632 Robert O'Connor (303) 356 -4000 ext. 4734 Deputy District Attorney Consumer Fraud/Economic Crime Unit Ventura County District Attorney's Office Connecticut 800 South Victoria Avenue State Offices Ventura, California 93009 Mary M. Huh, Commissioner (805) 854-3110 Department of Consumer Protection Charles R. Van Court State Office Building Acting District Attorney 165 Capitol Avenue Yob County District Attorneys Office Hartford, Connecticut 06106 Consumer Fraud Division (203) 566-4999 P.O. Box 1247 Martin Stuber, Administrator 000-1142-28411 (toll freeConnecticut only) Woodland, California 95695 Uniform Consumer Credit Code Robed M. Langer (916) 666 -8521 Office of Attorney General Assistant Attorney General 1525 Sherman Street, 2nd Floor Antitrust/Consumer Protection l Offices Denver, Colorado 80203 Office of Attorney General Assistant City Attorney (303) 888-4811 30 Trinity Street Consumer Protection Section Helen Davis Hartford, Connecticut 06108 Los Angeles City Attorney's Office Consumer and Food Specialist (203) 566-5374 200 North Main Street Department of Agriculture 1700 City Hall East 1525 Sherman Street, Fourth Floor City Moe Los Angeles, California 90012 Denver, Colorado 80203 Guy Torninasi, Director (213) 485-4515 (303) 888-3561 Middletown Office of Consumer Protection Susan Huguenor City Hall Deputy City Attorney County Offices Middletown, Connecticut 06457 Consumer Fraud Unit Mike Wallace, District Attorney (203) 344-3400 San Diego City Attorney's Office Archuleta, La Plata and San Juan Counties City Administration Building District Attorney's Consumer Office 202 C Street, 3rd Floor P. 0. Box 3455 San Diego, California 92101 Durango, Colorado 81301 Delaware (819) 236-6007 (303) 247-8850 State Offices Frances M. West, Director Alex Hunter, District Attorney Barbara Levitt Division of Consumer Affairs Boulder County District Attorney's Consumer Affairs Specialist Department of Community Affairs Consumer Office Consumer Division 820 North French Street, 4th Floor P. 0. Box 471 Santa Monica City Attorney's Office Wilmington, Delaware 19801 Boulder, Colorado 80306 1885 Main Street, Room 310 (302) 571-3250 Santa Monica, California 90401 (303) 441-3700 (213) 393-9975 ext. 321 Clair Vi Ilan° Vincent Amberty Executive Director Deputy-in-Charge Denver County District Attorney's Economic Crime/Consumer Rights Division Colorado Office of Consumer Fraud 820 North French Street State Moos 1544 York Street Wilmington, Delaware 19601 Thomas P. McMahon Denver, Colorado 80206 (302) 571-3849 Antitrust and Consumer Protection (303) 333-4224 (Inquiries) Enforcement Section (303) 333-7723 (complaints) Office of Attorney General Bob Russel, District Attorney 1525 Sherman Street, Third Floor El Paso and Teller Counties Denver, Colorado 80203 District Attorney's Consumer Office (303) 866-3611 11 East Venni lo Colorado Springs, Colorado 80903 (303) 471-5861 5 51 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

District of Columbia James A. Gardner

Carol B. Thompson, Director GMgmState/ State Attorney for Manatee, Sarasota District of Columbia and De Soto Counties Barry Reid, Administrator Department of Consumer Office of State Attorney Governor's Office of Consumer Affairs and Regulatory Affairs 2002 Ring ling Boulevard 205 Butler Street, S.E., Suite 356 614 H Street, N.W. Sarasota, Florida 33377 Atlanta, Georgia 30334 Washington, D.C. 20001 (013) 955-0918 (404) 656-3790 (202) 727-7000 Thatcher Walt 100- 212 -6101 (toll freeGeorgia only) Consumer Affairs Officer Michael S. Rosenthal Florida Duval County Division of Consumer Affairs Attorney for Deceptive Practices este Moe Department of Human Resources Office of Attorney General Jane Robinson, Director 614 City Hall 210 State Judicial Building Division of Consumer Services Jackschville, Florida 32202 Atlanta, Georgia 30334 508 Mayo Building (904) 633-3429 or 3940 (404) 656-3323 Tallahassee, Florida 32301 Sam Uwe llo, Director (904) 488-2221 Hillsborough County Department Hawaii 100 -342-2175 (toll freeFlorida only) of Consumer Affairs State Office Stephen J. Kubik 305 North Morgan, Suite 707 Mark Nomura, Director Assistant Attorney General Tamps, Florida 33602 Office of Consumer Protection (813) 272-6750 Consumer Protection Division Department of Commerce and Consumer Affairs Office of Attorney General John T. Scheidt, Chief 250 South King Street State Capitol Investigative Unit P. 0. Box 3767 Tallahassee, Florida 32301 Orange County Consumer Fraud Unit Honolulu, Hawaii 96812 (904) 488-8916 250 North Orange Avenue (808) 548-2560 (administrative and P. 0. Box 1673 legalHawall only) Branch Office Orlando, Florida 32802 (608) 548-2540 (complaints Hawaii only) Leonard Elias (305) 420-3880 Assistant Attorney General Branch Offices Consumer Protection Division Alice C. Skaggs, Director Glenn Ikemoto, Investigator Office of Attorney General Palm Beach County Department Office of COMM.( Protection 401 N.W. Second Avenue, Suite 450 of Consumer Affairs Department of Commerce and Miami, Florida 33128 324 Datura Street Consumer Affairs (305) 377-5619 Commerce Building, Suite 300 3080 Eiwa Street West Palm Beach, Florida 33401 UN*, Kauai, Hawaii 96766 County Offices (305) 837-2670 (808) 245-4365 Linda McCann Frank Stockton, Chief Herbert Ohigashi, Investigator Assist:int State Attorney Palm Beach County Economic Crime Division Office of Consumer Protection Brevard County Consumer Fraud Division Office of State Attorney Department of Commerce and Office of State Attorney P. O. Drawer 2905 Consumer Affairs County Courthouse West Palm Beach, Florida 33402 P. O. Box 1098 Titusville, Florida 32780 (305) 837-2391 Walluku, Maui, Hawaii 96793 (305) 322-7534 Alfred J. Cortis, Administrator (808) 244-4387 Stanley A. Kaufman, Director Pasco County Consumer Affairs Division Tom Inomoto, Investigator Broward County Consumer Affairs Division 4025 Moon Lake Road Office of Consumer Protection 2A S.E. First Avenue, 6th Floor New Port Richey, Florida 33553 Department of Commerce and Fort Lauderdale, Florida 33301 (813) 847-8110 Consumer Affairs (305) 765-5306 William H. Richards, Director 75 Aupunl Street Arthur Hershbein, Director Pinellas County Office of Consumer Affairs Hilo, Hawaii 96720 Metropolitan Dade County Consumer P. O. Box 5145 (808) 961-7433 Protection Division Largo, Florida 34294-5145 44 West Flag ler Street, Suite 2303 (613) 586-5402 Miami, Florida 33130 Idaho Douglas Huth, Coordinator (305) 579-4222 State Office Seminole County Consumer Fraud Division Office of Attorney General Walter T. Dart land Office of State Attorney State Capitol Consumer Advocate Seminole County Courthouse Boise, Idaho 83720 Metropolitan Dade County Sanford, Florida 32771 (208) 334-2400 44 West Flag ler Street, Room 2301 (305) 322-7534 Miami, Florida 33130 (305) 579-4206 City Moss Illinois Katherine F. Rundle, Chief Morris Cohen, Chairman State Offices Dade County Economic Crime Unit Lauderhill Consumer Affairs Committee Ellen Craig Office of State Attorney 1176 N.W. 42nd Way Special Assistant to the Governor 1351 N.W. 12th Street Lauderhill, Florida 33313 Governor's Office of Miami, Florida 33125 (305) 583-1045 Interagency Cooperation (305) 547-5200 Nat Cohen, Chairman 160 North LaSalle Street, Suite 2010 Tamarac Board of Consumer Affairs Chicago, Illinois 60601 5811 N.W. 88th Avenue (312) 793-2754 Tamarac, Florida 33321 (305) 722-5900 ext. 26

52 5 STATE COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Hovrard L. Hood Jeffery Margolin Floyd Atkinson, Director Assistant Attorney General and Chief Assistant Attorney General Consumer Protection Division Consumer Protection Division Consumer Protection Division Rock Island. County Consumer Protection Office of Attorney General Office of Attorney General County Court House 500 South Second Street 813 East State Street Rock Island, Illinois 81201 Springfield, Illinois 82708 Roddord, Minds 81104 (309) 788-4451 ext. 228 (217) 782-9011 (815) 985-1080 City Offices Mary Runion, Office Manager Karen Potato, Commissioner Branch Offices Consumer Protection Division Clifford L. Meacham, Chief Chicago Department of Consumer Services Office of Attorney General 121 North LaSalle Street, Room 808 Consumer Protection Division Community Center Office of Attorney General Chicago, Illinois 80602 1818 North Arington Heights Road (312) 744-4090 53 West Jackson Boulevard Arington Heights, Illinois 80004 Chicago, Winds 80604 (312) 260-7730 Robert E. Hinds, Administrator (312) 793-3580 Des Plaines Consumer Protection Commission Joseph Dixon, investigator 1420 Miner" Street !esith Hohirner, Investigator Consumer Protection Division Consumer Protection Division Des Plaines, Illinois 60018 Office of Attorney General (312) 391-5383 Office of Attorney General 1339 West Irving Park Road Association of Commerce and Bensenville, Illinois 80108 Industry Bulking (312) 595-2374 or 2375 210 Southeast Street Indiana Bloomington, Illinois 81701 James PA Lockwood State Office (309) 829-8344 Assistant Attorney General David A. Miller Consumer Protection Division Chief Counsel and Director Robert Wells Office of Attorney General Consumer Protection Division Assistant Special Investigator 480 North Broadway, Room 200 Office of Attorney General Consumer Protection Division Chicago, Illinois 60840 219 State House Office of Attorney General (312) 789-3742 Indianapolis, Indiana 46204 103 South Washington Street, Suite 12 (317) 232-8330 or 6331 Carbondale, Illinois 62901 Jeff Einbinder, Office Manager 800-3112-5518 (toll freeIndiana only) (618) 457-7831 Consumer Protection Division Office of Attorney General Brenda Matheny, Office Manager County Offices Chamber Oi Commerce Building Jack Crawford Consumer Protection Division 800 Lee Street Office of Attorney General Lake County Prosecuting Attorney Des Plaines, Illinois 60016 2293 North Main Street City Hal: (312) 824-4200 520 Jackson Street Crown Point, Indiana 48307 Charleston, Illinois 81920 Kermit Yost, Office Manager (219) 738 -9055 (217) 345-5651 Consumer Protection Division S:sphen Goicismith Offire of Attorney General Marion County Prosecuting Attorney 8101 Capulina Street 560 City- County Building Morton Grove, Illinois 80053 Indianapolis, Indiana 48204 (312) 985-4858 (317) 238-3522 Jeannette Yost, Office Manager Robert Pigman Consumer Protection Division VanderNagh County Prosecuting Attorney Office of Attorney General First Judi...toil Circuit 5127 Oakton Street Room 220, Courts Building Skokie, Illinois 60065 Civic Center Complex (312) 674-2522 or 873-0500 Evansville, Indiana 47708 Holly lsety, Office Manager (812) 426-5150 Consumer Protection Division Office of Attorney General City Office Consumers, Remember: 414 North Sheridan Road Brian Nelson, Director Waukegan, Illinois 80085-4096 Gary Office of Consumer Affairs 1 First, complain to theseller. (312) 249-3802 Annex East 2.if the' doesn't work, contact the company. 1100 Massachusetts Street County Offices Gary, Indiana 46407 3. After that, contact an industry dispute Robert J. Ruiz, Supervisor (219) 886-0145 program;the Better Business Bureau; or a Consumer Fraud Division local or state government office. Cook County Office of State Attorney 500 Daley Center Iowa 4. Finally, contact a trade association or Chicago, Illinois 60602 State Offices Federal agency, as listed in the Index (312) 443-4384 Douglas R. Carlson Assistant Attorney General in Charge under specific complaint topics. Don W. Weber, State's Attorney Consumer Protection Division Madison County Office of State Attorney Office of Attorney General 5 The last resortISa small claims court or 103 Purcell Street, 3rd Floor 1300 East Walnut Street, 2nd Floor private lawyer EcvercisviNe, Illinois 82025 Des Moines, Iowa 50319 (618) 692-4550 (515) 261-5928 William P. Angrick, II Iowa Citizens' Aide/Ombudsman 515 East 12th Street Des Moines, Iowa, 50319 56 (515) 281-3592 53 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Kansas Kentucky Harry Giddinge State Office State Office Deputy Superintendent Wayne Hundley Michael Belting, Director Bureau of Consumer Protection Deputy Attorney General and Chief Consumer Protection Division Department of Business Regulation Consumer Protection and Antitrust Division Office of Attorney General State House Station No. 35 Office of Attorney General 209 Saint Clair Street Augusta, Maine 04333 Kansas Judicial Center, 2nd Floor Frankfort, Kentucky 40601 (207) 289-3731 Topeka, Kansas 68612 (502) 564-2200 (913) 296-3751 800-432-9257 (toll freeKentucky only) 800-432-2310 (toll freeKansas only) Maryland County Office State Offices County Offices Richard E. Akers, Administrator Rebecca L Cody, Director Ed Van Marian Jefferson County Consumer Protection Office of Licensing and Consumer Services Assistant District Attorney and Head Department Motor Vehicle Administration Consumer Fraud Division 527 West Jefferson Street, Room 106 6601 Ritchie Highway, N.E. Johnson County District Attorneys Office Louisville, Kentucky 40202 Glen Burnie, Maryland 21062 Johnson County Courthouse, Box 728 (502) 581-6280 (301) 768-7420 Olathe, Kansas 66081 Steven J. Cole, Di.ector (913) 782-5000 ext. 318 Consumer and Investor Affairs Richard T. Ballinger, Director Louisiana Office of Attorney General Consumer Fraud and Economic Crime Division State Offices Seven North Calvert Street Ann Myers, Director Sedgwick County District Attorneys Office Baltimore, Maryland 21202 State Office of Consumer Protection Sedgwick County Courthouse (301) 528-8662 2610A Wooddale Boulevard Wichita, Kansas 67203 P. 0. Box 44091, Capitol Station (316) 268 -7921 Baton Rouge, Louisiana 70804 Branch Offices Gary L. Conweil (504) 925-4401 Alice Pensmith Assistant District Attorney SOO-2724478 (toll freeLouisiana only) Consumer Specialist Shawnee County District Attorney's Office Metro Branch Office Shawnee County Courthouse, Room 212 Patricia J. Hakes, Chief Consumer Protection Division Consumer Protection Section Topeka, Kansas 66603 Office of Attorney General Office of Attorney General (913) 295-4340 5112 Berwyn Road, Third Floor 1885 Wooddale Boulevard College Park, Maryland 20740 Suite 1205 City Office (301) 474-3500 Baton Rouge, Louisiana 70806 James E. Banter, III Larry Munson, Director Deputy City Attorney (504) 925-4181 Western Maryland Branch Office Topeka Consumer Protection Division Bruce Malone Consumer Protection Division City Attorney's Office Assistant Commissioner Office of Attorney General 215 East Seventh Street Office of Marketing 138 East Antietam Street Topeka, Kansas 66603 Department of Agriculture Hagerstown, Maryland 21740 (913) 295 -3883 P. O. Box 44184, Capitol Station (301) 791-4760 Baton Rouge, Louisiana 70804 Emalu Myer Twilley, Consumer Specialist (504) 292-3600 Eastern Shore Branch Office Consumer Protection Division Branch Office Office of Attorney General Nadine Ramsey State Office Complex Consumer Protection Section Salisbury, Maryland 21801 Office of Attorney General (301) 548 -4407 234 Loyola Avenue, 7th Floor New Orleans, Louisiana 70112 County Micas (504) 568-5575 James Jones, Administrator Howard County Office of Consumer Affairs County Office Carroll Building Sgt. Albert Olsen, Director 3450 Courthouse Drive Consumer Protection and Commercial Fraud Ellicott City, Maryland 21043 Division (301) 992-2176 Jefferson Parish District Attorney's Office New Courthouse Annex, Fifth Floor Barbara B. Gregg, Executive Director Consumers, Remember: Gretna, Louisiana 70053 Montgomery Cvinty Office of Consumer Affairs (504) 368-1020 100 Maryland Avenue, Third Floor First. complain to theeller. Rockville, Maryland 20850 (301) 251-7373 2If that doesn't work, contact the company. Mains H. Clifton Grandy State Offices Executive Director 3After that, contact an industry dispute Cheryl Harrington Prince George's County Consumer program, the Better Business Bureau, or a Assistant Attorney General Protection Commission local or state government office. Consumer Fraud Division 1142 County Administration Building Office of Attorney General Upper Marlboro, Maryland 20670 4. Finally, contact a trade association or State House Station No. Six (301) 952-4700 Federal agency. as listed in the Index Augusta, Maine 04333 under specific complaint topics (207) 289 -3716

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

54 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

City Office Michigan County Office David L Palmer State Offices Ann L. Alton Baltimore Economic Crime Unit Frederick H. Hoffecker Assistant County Attorney Courthouse East, Room 619 Assistant Attorney General Hennepin County Citizen Protection and Baltimore, Maryland 21202 Consumer Protection Division Economic Crime Unit (301) 396-4997 (major cases) Office of Attorney General C2100 County Government Center 890 Law Building Minneapolis, Minnesota 55487 Lansing, Michigan 48913 (612) 348-8105 Massachusetts (517) 373-1140 suit. Offices City Office Barbara Neuman, Consumer Coordinator Kent Wilcox, Executive Director John A. Bergquist, Director Executive Office of Consumer Affairs Michigan Consumers Council Consumer Affairs Division One Ashburton Place, Room 1411 414 Hollister Building Minneapolis Department 01 Licenses and Boston, Massachusetts 02108 106 West Allegan Street Consumer Services (617)727-7780 Lansing, Michigan 48933 101 A City Hall (517) 373-0947 Dwight Golonn, Chief Minneapolis, Minnesota 55415 Consumer Protection Division Marvin Goldstein, Director (612) 348-2080 Department of Attorney General Bureau of Automotive Regulation One Ashourton Place, 19th Floor Michigan Department of State Boston, Massachusetts 02108 Lansing, Michigan 48918 Mississippi\ (817) 727-8400 (517) 373-7857 State Offices 600-292-4204 (toll freeMichigan only) Guy N. Rogers Branch Offices Assistant Attorney General and Chief Consumer Protection Division Richard Dalton County Offices Office of Attorney General Assistant Attorney General George B. Mullison P.O. Box 220 Consumer Protection Division Prosecuting Attorney Jackson, Mississippi 39205 Department of Attorney General Bay County Consumer Protection Unit (601) 981-4244 20 Maple Street Bay County Building Springfield, Massachusetts 01103 Bay City, Michigan 48706 James H. Spencer, Director (413) 785-1951 (517) 893-3594 Consumer Protection Division Robert E. Weiss Department of Agriculture Prosecuting Attorney and Commerce County Offices Genesee County Consumer Affairs Division High and President Streets Susan Grant, Acting Director Office of Prosecuting Attorney P.O. Box 1609 Franklin County Consumer Protection Agency 2065 South Center Road Jackson, Mississippi 39205 District Attorney's Office Burton, Michigan 48529 (601) 359-3648 278 Main Street, Room 310 (313) 257-3161 800 -222-7622 (toll freeMississippi only) Greenfield, Massachusetts 01301 (413) 774-5102 Edward L Bohde, Chief Consumer Fraud Unit Missouri Gerald Matthews, Director Macomb County Office of Prosecuting Attorney Hampden County Consumer Action Center State Offices Macornb Court Building, Sixth Floor 17 Wilbrahan Road Joe Frappler, Director Mt. Clemens, Michigan 48043 Department of Consumer P. O. Box 1449 (313) 469-5350 Springfield, Massachusetts 01101 Affairs, Regulation, and Licensing (413) 737-4376 Nora Pasman, Director P.O. Box 1157 Washtenaw County Consumer Services Jefferson City, Missouri 65102 Susan Grant, Acting Director 4133 Washtenaw Road (314) 751-4996 Consumer Protection Agency Ann Arbor, Michigan 48107-8645 Hampshire County District Attorney's Office William Newcomb Jr., Chief Counsel (313) 971-6054 Courthouse, 15 Gothic Street Trade Offense Division Office of Attorney General Northampton, Massachusetts 01060 City Office (413) 584-1597 Supreme Court Building Esther Shapiro, Director P.O. Box 899 Beverly Twine, Project Coordinator City a Detroit Consumer Affairs Department Jefferson City, Missouri 65102 Worcester County Consumer Rights Project 1600 Cadillac Tower (314) 751-2816 332 Main Street, Room 320 Detroit, Michigan 48226 800-372-8222 (toll freeMissouri only) Worcester, Massachusetts 01606 (313) 224-3508 (617) 752-3410 Branch Offices Angela Bennett City Offices Minnesota Skits Office Trade Offense Division Jo Ann Anzalone, Commissioner Office of Attorney General Boston Mayor's Office of Consumer Curt Loewe, Director Office of Consumer Services 431 Missouri Office Building Affairs and Licensing 615 East 13th Street 1 City Hall Plaza, Room 703 Office of Attorney General 117 University Avenue Kansas City, Missouri 64106 Boston, Massachusetts 02201 (818) 274-6686 (617) 725-3320 St. Paul, Minnesota 55155 (812) 296-2331 Peter Lumatihi Shirley A. Underwood, Director Assistant Attorney General Consumer Division Branch Office Trade Offense Division Lowell Community Team Work, Inc. Thomas Mahaney Office of Attorney General 167 Dutton Street Regional Supervisor 111 North Seventh Street, Suite 903 Lowell, Massachusetts 01852 Office of Consumer Services St. Louis, Missouri 63101 (617) 459-0551 or 6161 Office of Attorney General (314) 444-6815 320 West Second Street Duluth, Minnesota 55802 (218) 723-4891 58 55 STATE, COUNTY,_AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Montane New Hampshire Sandra Wolff, Director SlatsOffice Stale Office Camden County Consumer Affairs Frank Markle Anne R. Clarke, Chief Camden County Administration Building Consumer Affairs Bureau Consumer Protection and 600 Market Street (Lower Level) Department of Commerce Antitrust Division Camden, New Jersey 08101 1424 Ninth Avenue Office of Attorney General (609) 757-8387 Helens, Montana 59620 State House Annex Mark Diederich, Director (408) 449 -3183 Concord, New Hampshire 03301 Cape May County Consumer Affairs 005-333-2272 (toll freeMontana only) (803) 271-3841 Centel WI Room Cape May Court House County Office Cape May, New Jersey 08210 Robert L. Deschamps, III New Jersey (609) 485 -7111 ext. 399 Missoula County Attorney Stale Offloe County Courthouse James J. Barry, Director George S. Franks, Director Missoula, Montana59801 Division of Consumer Affairs Cumberland County Consumer Affairs (406) 721-5700 Department of Law and Public 788 East Commerce Street Safety Bridgeton, New Jersey 08302 1100 Raymond Boulevard, Room 504 (609) 451-8000 Nebraska Newark, New Jersey 07102 Robert Russo, Director State Wks (201) 848-4010 Essex County Consumer Services Mark D. Starr 900 Bloomfield Avenue Assistant Attorney General County Offices Verona, New Jersey 07044 Consumer Protection Division Helen Rando, Acting Director (201) 226-1571 Department of Justice Atlantic County Consumer Affairs 805 South 14th Street Stillwater Complex Edward McGoldrick, Director Lincoln, Nebraska 68509 201 Shore Road, Building A Gloucester County Consumer Affairs (402) 471-2682 Northfield, New Jersey 06225 The Cotton Building (609) 645-7700 ext. 4271 One South Broad Street Woodbury, New Jersey 08096 County Moe May Courtney, Director Arthur S. Raznlck, Director (609) 845-1600 Bergen County Consumer Affairs Consumer Fraud Division Joseph Kealy, Jr., Counsel Douglas County Attorneys 355 Main Street Hackensack, New Jersey 07601 Hudson County Consumer Affair.; Office (201) 648-2850 County Administration Building 909 Omaha-Douglas Civic Center 595 Newark Avenue Omaha, Nebraska 68183 Renee L. Borstad, Director Jersey City, New Jersey 07306 (402) 444-7825 Burlington County Consumer Affairs (201) 795-6250 49 Rancocas Road Debra Hunt, Director Mount Holly, New Jersey 08060 Hunterdon County Consumer Affairs Nevada (609) 261-5054 State Office P.O. Box 198 Shari B. Compton Califon, New Jersey 07830 Commissioner of Consumer Affairs (201) 832-5621 Department of Commerce Consumers, Remember: Constance Trombley State Mail Room Complex 1.First, complain to the seller. Mercer County Consumer Affairs Las Vegas, Nevada 89158 640 South Broad Street (702) 388-5293 2.If that doesn't work, contact the company. Trenton, New Jersey 06650 (609) 989-6871 BranchOffice 3. After that, contact an industry dispute Lawrence Cknrnino, Director Ray Trease, Investigator program; the Better Business Bureau; or a Middlesex County Consumer Affairs Consumer Affairs Division local or state government office. 841 Georges Road Department of Commerce North Brunswick, New Jersey 08902 201 Nye Building 4. Finally, contact a trade association or (201) 745-4242 Capitol Complex Federal agency, as listed in the Index Carson City, Nevada 89710 under specific complaint topics. Gerd C. Popkin, Director (702)885-4340 Monmouth County Consumer Affairs 800-992-0973 (toll freeNevada only) 5. The last resort is a small claims court or Hall of Records, P. 0. Box 1255 private lawyer. Main Street County Office Freehold, New Jersey 07728 Shirley George (201) 431-7900 Investigator-in-Charge Carole A. Glade, Director Washoe County Consumer Morris County Consumer Affairs Protection Division Court House District Attorney's Office 32 Washington Street P.O. Box 11130 Morristown, New Jersey 07960 Reno, Nevada 89520 (201)285-2811 (702) 765-5652 Kenneth Leake, Director Ocean County Consumer Affairs C.N. 2191, County Administration Building, Room 203-2 TomsRPM,New Jersey 06753 (201) 929-2105 (609) 693-5011

56 59 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Salvatore Cannata, Director Mabel Barbato, Director Genevieve Ross, Director Passaic County Consumer Affairs Dunellen Consumer Affairs Middlesex Consumer Affairs County Administration Building Borough of Dunellen Middlesex, New Jersey 08846 309 Pennsylvania Avenue P.O. Box 174 (201) 356-8090 Paterson, New Jersey 07503 Dunellen, New Jersey 08812 Jackie Panzer, Director (201) 881-4549 (201) 752-0009 Millburn Consumer Affairs (201) 881-4499 Mary Tonachlo and Adrienne Eisner Town Hall, 375 Millburn Avenue Ruth Hotz, Director Co-Directors Millbum, New Jersey 07041 Somerset County Consumer Affairs East Brunswick Consumer Affairs (201) 584-7000 County Administration Building Jean Walling Civic Center Hope Jacksorf, Manager Somerville, New Jersey 08876 East Brunswlek, Now Jersey 08816 Newark Office of Consumer Services (201) 231-7000 ext. 7400 (201) 390-8954 City Hall Ellen Bloom, Director Debra Liss, Director 920 Broad Street, Room B-4 Union County Consumer Affairs Edison Consumer Affairs Newark, New Jersey 07102 P. 0. Box 186 Municipal Building (201) 733-8000 300 North Avenue East Edison, New Jersey 08817 Joseph J. Brennan, Director Westfield, New Jersey 07091 (201) 287-0900 New Providence Consumer Affairs (201) 233-0502 Director Borough Hall Jayne Bodoiski, Director Elizabeth Consumer Affairs New Providence, New Jersey 07974 Warren County Consumer Affairs City Hall (201) 665-1400 Court House Annex 60 West Scott Place Mary Callanan, Director Belvidere, New Jersey 07825 Elizabeth, New Jersey 07203 Nutley Consumer Affairs (201) 475-5361 ext. 353 (201) 353-6000 ext. 376 City Hall, 228 Chestnut Street Jacob Lowenthal, Director Nutley, New Jersey 07110 City Offices Fort Lee Consumer Protection Board (201) 667-3300 ext. 227 Ed Leonard, Director 309 Main Street Betty Rogut, Director Belleville Consumer Affairs Fort Lee, New Jersey 07024 Municipal Building Paramus Consumer Affairs (201) 592-3540 Borough Hall, Jockish Square Belleville, New Jersey 07109 (201) 947-5235 (201) 759 -9100 Paramus, New Jersey 07652 Jean Moriarty, Director (201) 265-2100 Lorraine Sudia, Director Freehold Consumer Affairs Rena Plaxe, Director Brick Consuraer Affairs Municipal Plaza Municipal Building Parsippany Consumer Affairs Schanck Road Municipal Building Brick, New Jersey 08723 Freehold, New Jersey 07728 (201) 477-3000 ext. 260 1001 Parsippany Boulevard (201) 431-7900 Parsippany, New Jersey 07054 Cedar Grove Consumer Affairs Mary Ann Sewerage, Director (201) 263-7152 Town Hall, 525 Pompton Avenue Garwood Consumer Affairs Dante Mecca, Director Cedar Grove, New Jersey 07009 Borough Hall, Center Street (201) 239-1410 Passaic City consumer Affairs Garwood, New Jersey 07027 City Hall, 330 Passaic Street Steve Napoliello, Director (201) 789-0689 Passaic, New Jersey 07055 Cinnaminson Consumer Affairs Dorothy Brunn, Director (201) 365-5520 Municipal Building Glen Rock Consumer Affairs Maria Jiminez, Director 1621 Riverton Road Borough Hall, Harding Plaza Cinnaminson, New Jersey 08072 Perth Amboy Consumer Affairs Glen Rock, New Jersey 07452 (609) 829-6000 City Hall, 44 Market Street (201) 447-2555 Perth Amboy, New Jersey 08861 Theresa Ward, Director Audrey Borg, Director (201) 826-0290 ext. 61 Clark Consumer Affairs Hoboken Consumer Affairs Municipal Building Louis Jones, Executive Director City Hall Plainfield Consumer Affairs Westfield Avenue Washington Street Clark, New Jersey 07066 431 Park Avenue Hoboken, New Jersey 07030 (201) 388-3600 Plainfield, New Jersey 07060 (201) 420-2038 (2c1) 753-3519 William J. Adeihelm Ruth Dangren, Director Clifton Consumer Affairs Carole W. Popper, Director Kearny Consumer Affairs City Hall, 900 Clifton Avenue Red Bank Consumer Affairs 26 North Midland Avenue Clifton, New Jersey 07015 Borough Hall Keamy, New Jersey 07032 (201) 473-2600 ext. 297 32 Monmouth Street (201) 991-9282 Red Bank, New Jersey 07701 Barbara Mufson, Director Joe Caroselli, Director (201) 842-6110 Denville Consumer Affairs Linden Consumer Affairs Municipal Building, Main Street Administrator's Office City Hall, North Wood Avenue Denville, New Jersey 07834 Rutherford Consumer Affairs Linden, New Jersey 07036 (201) 285-2811 Municipal Building (201) 485-3800 176 Park Avenue John Troxel, Director Charles Shane, Director Rutherford, New Jersey 07070 Deptford Township Consumer Affairs Livingston Consumer Affairs (201) 939-1444 1011 Cooper Street Township Hall Woodbury. New Jersey 08096 (609) 845-5300 ext. 262 357 South Livingston Avenue Livingston, New Jersey 07039 (201) 992-2244

60 57 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Michael B. Dukatman, Director Evelyn MacKenzie Ronald Glickman Secaucus Department of Consumer Affairs Woodbridge Township Consumer Assistant Attorney General Municipal Building Affairs Bureau of Consumer Frauds and Protection 1203 Paterson Plank Road Municipal Building Office of Attorney General Secaucus, New Jersey 07094 One Main Street State Office Building (201) 330-2000 Woodbridge, New Jersey 07095 Veterans Memorial Highway (201) 634-4500 ext. 231 Hauppauge, New York 11788 Janet McDonald (516) 360-6196 CALA Officer Summit Consumer Affairs Peter Bienstock Nfwr Moxkw Assistant Attorney General City Hall State Office 512 Springfield Avenue Bureau of Consumer Frauds and Protection Mike Barlow, Director Office of Attorney General Summit, New Jersey 07901 Consumer and Economic Crime (201) 273-6400 Two World Trade Center Division New York, New York 10047 Dan Jaxel, Director Office of Attorney General (212) 488-7450 Teaneck Consumer Affairs P.O. Box 1508 Municipal Building Santa Fe, New Mexico 87503 Alan J. Burczak 818 Teaneck Road (505) 827-6910 Assistant Attorney General Teaneck, New Jersey 07668 Bureau of Consumer Frauds and Protection (201) 837-1600 ext. 14 County Office Office of Attorney General George Morrison, Director 70 CNnton Street Irma African, Director Consumer Affairs Division Plattsburgh, New York 12901 Union City Consumer Affairs Bemall$o County District (518) 563 -8012 507 26th Street Attorneys Office Union City, New Jersey 07087 Kent L Marlon 15 Tlheras (201) 866-2255 ext. 42 Assistant Attorney General Albuquerque, New Mexico 87102 Bureau of Consumer Frauds and Protection Marian Cramer, Director (505) 841-7200 Office of Attorney General Union Township Consumer Affairs 235 Main Street Municipal Building Poughkeepsie, New York 12601 1978 Morris Avenue Now York (914) 485-3920 Union, New Jersey 07083 State Mee (201) 688-2800 ext. 24 Chairperson and Executive Director Eugene Welch New York State Consumer Protection Assistant Attorney General Mary Turninello, Director Board Bureau of Consumer Frauds and Protection Wayne Township Consumer Affairs 99 Washington Avenue Office of Attorney General Municipal Building Albany, New York 12210 900 Reynolds Arcade 475 Valley Road (518) 474-8583 18 East Main Street Wayne, New Jersey ti7470 Rochester, New York 14614 (201) 894-1800 ext. 24e Executive Director (716) 454-4540 New York State Consumer Caridad DePaloa, Director Protection Board Lawrence Zimmerman Weehawken Consumer Affairs Two World Trade Center Assistant Attorney General City Hall, 400 Part Avenue Room 2508, 25th Floor Bureau of Consumer Frauds and Protection Weehawken, New Jersey 07087 New York, New York 10047 Office of Attorney General (201) 864-4901 (212) 488-5888 333 East Washington Street Joseph Layton, Director Syracuse, New York 13202.1471 Robert Buchner (315) 4284282 West New York Consumer Affairs Assistant Attorney General Municipal Building Bureau of Consumer Frauds and Protection Arista J. Carl 428 80th Street Office of Attorney General Assistant Attorney General West New York, New Jersey 07093 State Capitol Bureau of Consumer Frauds and Protection (201) 861-7000 ext. 230 AlbanY, New York 12224 Office of Attorney General Robert Hilsen; Director (518) 474-5481 207 Genesee Street West Orange Consumer Affairs Utica, New York 13501 Municipal Building Branch Offices (315) 793-2225 66 Main Street Kathleen Haley West Orange, New Jersey 07052 Assistant Attorney General County Offices (201) 325-4121 Bureau of Consumer Frauds and Protection Thomas M. Jabionowksi 'sable McCullough, Director Office of Attorney General Consumer Affairs Specialist Wildwoce Action Line 38 Riverside Drive Broome County Bureau of Consumer 4400 New Jersey Avenue Binghamton, New York 13905 Services Wildvood, New Jersey 08260 (607) 773-7877 P.O. Box 1788, Governmental Plaza Binghamton, New York 13902 (609) 729-4444 Peter B. Sullivan (607) 772-2168 Theresa Mimm, Director Assistant Attorney General Willingboro Consumer Affairs Bureau of Consumer Frauds and Protection Richard Kausman Municipal Complex, Salem Road Office of Attorney General Assistant District Attorney Willingboro, New Jersey 08046 85 Court Street consumer Fraud Bureau (609) 877-2200 ext. 221 Buffalo, New York 14202 Erie County District Attorney's (716) 847 -7174 Office 25 Delaware Avenue Buffalo, New York 14202 (716) 855-2424

58 61 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Lorraine Ignaslak David S. Ritter, District Attorney Geraldine Sheridan Brookhaven Citizens' Advocate Erie County Consumer Orange County District Attorney's Protection Committee Office of Consumer Affairs Town of Brookhaven 95 Franklin Street County Government Center 475 East Main Street Buffalo, New York 14202 Goshen, New York 10924 Patchogue, New York 11772 (716) 846-6690 (914) 294-5471 (518) 654-7929 James E. P$cken, Commissioner Ul Ilan Styburskl, Director Colon le City Consumer Protection Nassau County Office of Consumer Putnam County Department of Board Affairs Consumer Affairs Memorial Town Hall 160 Old Country Road County Office Building Newtonvilie, New York 12128 Mineola, New York 11501 Carmel, New York 10512 (518) 783-2790 (516) 535-2600 (914) 225 -3641 ext. 215 Catherine G. Reilly, Director Roberg G. Del Grosso, Chief Jack Casey, Director Huntington Consumer Protection Nassau County Commerical Frauds Rensselaer County Citizens Affairs Board and Environmental Investigations 1600 Seventh Avenue 100 Main Street Bureau Troy, New York 12180 Huntington, New York 11743 310 Old Country Road (518) 270-5444 (516) 351-3007 Garden City, New York 11530 James Farkas, Director Gloria Davids, Ombudsman (516) 535 -2164 Rockland County Office of Islip Town Citizens Action Bureau Tamara Pozefsky, Director Consumer Protection Islip Town Hall Oneida County Consumer County Office Building 401 Main Street Affairs 18 New Hapetead Road Islip, New York 11751 County Office Building New City, New York 10956 (516) 224-5510 800 Park Avenue (914) 425-5280 Stephen Pedone, Commissioner Utica, New York 13501 Duane Wraight, Director Mt. Vernon Office of Consumer (315) 798-5801 Stueben County Department of Affairs Erik Dressler, Director Weights and Measures and City Hall Onondaga County Office of Consumer Affairs Mt. Vernon, New York 10550 Consumer Affairs 40 East Steuben Street (914) 661,-6000 ext. 231 Courrty Civic Center Bath, New York 14810 Simon P. Gourdine, Commissioner 421 Montgomery Street (607) 7784949 New York City Department of Syracuse, New York 13202 Kenneth Rosenblum, Commissioner Consumer Affairs (315) 425-3479 Suffolk County Department of 80 Lafayette Street James Vanzetta, Director Consumer Affairs New York, New York 1C013 Orange County Department of Weights Suffolk County Center (212) 566-5456 and Measures and Consumer Affairs Hauppauge, Long Island, New York 11788 99 Main Street, Courthouse Annex (516) 360 -4618 Branch Offices Linda BOW Goshen, New York 10924 Jon Burstein, Director (914) 294-5151 ext. 162 Bros Neighborhood Office Ulster County Consumer Fraud New York City Department of Bureau Consumer Affairs 285 Wail Street 1932 Arthur Avenue Kingston, New York 12401 Bronx, New York 10457 (914) 339-5680 ext. 240,243,244 (212) 299-1400 Kenneth W. Hale, Director Susan Kapitansky, Director Westchester County Department Brooklyn Neighborhood Office of Consumer Affairs New York City Department of Room 104, County Office Building Consumer Affairs White Plains, New York 10601 209 Joralemon Street, Room Six (914) 682-3300 Brooklyn, New York 11201 Frank D. Castaldi, Jr., Chief (212) 598-4780 Frauds Bureau T.M. Judith Ortiz, Director Westchester County District Harlem Neighborhood Office Attorney's Office New York City Department of Consumers, Remember: 111 Grove Street Consumer Affairs County Courthouse 227 East 116th Street 1 First, complain to the seller. White Plains, New York 10601 New York, New York 10029 (914) 682-2986 (212) 348-0600 2.If that doesn't work, contact the company. City Offline Lucy Coronel, Director 3. Atter that, contact an industry dispute Edward M. Cape lbo, Chairman Queen. Neighborhood Office New York City Department of program: the Better Business Bureau; or a Babylon Consumer Protection Consumer Affairs local or state government office. Board 120-55 Queens Boulevard 200 East Sunrise Highway Room 203 4. Finally, contact a trade association or Undenhurst, New York 11757 Kew Gardens, New York 11424 Federal agency, as listed in the Index (516) 957-3021 under specific complaint topics. (212) 261-2922 or 2923

5.Tt.b last resort is a small claims court or private lawyer. 62

59 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Sandra Davis, Director North Dakota John Plough, Prosecuting Attorney Staten island Neighborhood Office State Offices Consumer Protection Division New York City Department of Robert 0. Wefald Portage County Prosecutor's Office Consumer Affairs Attorney General for the State 468 South Chestnut Street Staten Island Borough Hall of North Dakota Ravenna, Ohio 44266 Staten Island, New York 10301 State Capitol Building (216) 298-4593 (212) 390-5154 or 5155 Bismardc, North Dakota 58505 Lynn C. Slaby (701) 224-2210 June M. Groll, Chairman Prosecuting Attorney Orangetown Consumer Protection Consumer Fraud Division Summit County Bureau of Investigations Board Office of Attorney General 53 East Center Street Orangetowi. Town Hall State Capitol Building Akron, Ohio 44306 28 Orangeburg Road Bismardc, North Dakota 58505 (216) 379-2784 Orangeburg, New York 10962-1798 (701) 224-3404 (914) 359-5100 1472-2600 (toil freeNorth Dakota only) City Offices Joe Pagano, Director Victor Dandrea, Chief Assistant Oswego Office of Consumer CountyOffice Akron Division of Consumer Protection Affairs, Weights and Measures Eliot Glassheim 217 South High Street City Hall Executive Director Akron, Ohio 44308 Oswego, New York 13126 Quad County Community (216) 375-2730 (315) 342-5600 ext. 66 Action Agency James R. Kalkman 271/2 South Third Street Herbert Freeman, Chairman Canton City Sealer and Commissioner of Grand Forks, North Dakota 58201 Consumer Protection Ramapo Consumer Protection (701) 748 -5431 Board 919 Walnut Avenue, N.E. Ramapo Town Hall, Route 59 Canton, Ohio 44704 Suffern, New York 10901 Ohio (216) 489 3065 (914) 357-5100 ext. 267 State 0Mces Noel Morgan, Chief Dante Massaro,* Director William A. Swaney Cincinnati Consumer Protection Division Schenectady Bureau of Consumers' Counsel City Solicitor's Office Consumer Protection 137 East State Street 126 City Hall 22 City Hall Columbus, Ohio 43215 Cincinnati, Ohio 45202 Jay Street (614) 486-9805 (513) 352-3971 Schenectady, New York 12305 1100-282-0445 (toll freeOhio only) Paula Slimak, Director (518) 382-5061 James Meaney, Chief Cleveland Office of Consumer Affairs Deborah DiLauro, Director Consumer Frauds and Crimes 1230 East Sixth Street Syracuse Consumer Affairs Office Section Cleveland, Ohio 44114 422 City Hall Office of Attorney General (216) 664-3200 223 East Washington Street 30 East Broad Street, 15th Floor Syracuse, New York 13202 Columbus, Ohio 43215 (315) 473-3240 (614) 486-8831 or 4986 Eugene Stevens, Director 1100-2112-0615 (toll free --Ohio only) White Plains Department of County Offices Weights and Measures Richard Curtin 279 Hamilton Afenue Economic Crime Division White Plains, New York 10601 Franklin County Office of (914) 882-4273 Prosecuting Attorney Ralph A. Capozzi Hall of Justice Yonke;3 -4 Consumer 369 South High Street Protect° , Weights and Measures Columbus, Oh lo 43215 201 Palisade Avenue (814) 482-3248 Yonkers, New York 10703 Carol Taylor, Acting Director (914) 964-3'53, 64, 65 Consumers, Remember: Greene County Community Action Council 1.First, complain to the seller. 137 North Detroit Street North Carolina 2.It that doesn't work, contact the company. State Office Xenia, Ohio 45385 (513) 378-2988 John R. B. Mathis 3. After that, contact an industry dispute Special Deputy Attorney General Timothy Groggin program; the Better Business Bureau; or a and Chief County Investigator local or state government office. Consumer Protection Division Consumer Protection Division Office of Attorney General Lake County Office of 4. Finally, contact a trade association or Department of Justice Building Prosecuting Attorney Federal agency, as listed in the Index P. O. Box 629 Lake County Court House under specific complaint topics. Raleigh, North Carolina 27602-0629 Painesville, Ohio 44077 (919) 733-7741 (216) 352-6281 ext. 281 5. The last resort is a small claims court or Theodore Shaman, Jr. private lawyer. Assistant Prosecuting Attorney Montgomery County Fraud Section County Courts Building 41 North Perry Dayton, Ohio 45422 (513) 228-5126

60 63 STATE, COUNTY- AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

William R. Craig, Administrator Gary H. Nash Angela Hazely, Director Columbus Community Services Deputy Attorney General Indiana County Bureau of Consumer Affairs 50 West Gay Street, Fourth Floor Bureau of Consumer Protection P.O. Box 187 Columbus, Ohio 43215 Office of Attorney General Indiana, Pennsylvania 15701 (614) 222-7144 919 State Street, Room 203 (412) 485-2657 Erie, Pennsylvania 16501 Michael Renck, District Attorney Anthony C. Julian, Director (814) 871-4371 Youngstown Division of Consumer Affairs Lancaster County Consumer Protection City Hall Davie Rosenberg Commission 26 South Phelps Street Deputy Attorney General P.O. Box 3480 Youngstown, Ohio 44503 Bureau of Consumer Protection 50 North Duke Street (216) 746-1892 Office of Attorney General Lancaster, Pennsylvania 17603 333 Market Street 17th Floor (717) 299-7921 Harrisburg, Pennsylvania 17101 Mary Madill, Director Oklahoma (717) 787-7109 State Offices Montgomery County Consumer Affairs William E. White, Director John E. Kelly Department Department of Complaints, Deputy Attorney General County Courthouse Investigation and Mediation Bureau of Consumer Protection Norristown, Pennsylvania 19404 Oklahoma Corporation Commission Office of Attorney General (215) 278-3565 Jim Thorpe Building, Room 680 1009 State Office Building Oklahoma City, Oklahoma 73105 1400 West Spring Garden Street City Offices (405) 521-4113 Philadelphia, Pennsylvania 19130 Lucille O'Drain, Director (215) 351-2414 Philadelphia Mayor's Office of Consumer William S. Morgan, Administrator Services Department of Consumer Credit Cynthis A. Baldwin 121 City Hall 1382 Jim Thorpe Building Deputy Attorney General Philadelphia, Pennsylvania 19107 Oklahoma City, Oklahoma 73105 Bureau of Consumer Protection (215) 886-7595 (405) 521-3653 Office of Attorney General 30C Liberty Avenue, Room 1405 Joseph D. Case;, Chief Patsy L. Plate Pittsburgh, Pennsylvania 15222 Economic Crime Unit Assistant Attorney General (412) 565-5135 Philadelphia District Attorney's Office for Consumer Protection 1300 Chestnut Street Office of Attorney General J. P. McGowan Philadelphia, Pennsylvania 19107 112 State Capitol Building Deputy Attorney Genert: (215) 875-6038 Oklahoma City, Oklahoma 73105 Bureau of Consumer Protection (405) 521-3921 Office of Attorney General SOO-5224586 (toll free--Oklahoma only) Room 358 State Office Building Rhode Island 100 Lackawanna Avenue State Offices Scranton, Pennsylvania 18503 Charles DeLeva Oregon (717) 961-4913 Assistant Attorney General and Chief State Office Consumer Protection Unit Richard Caswell County Offices Department of Attorney General Attorney in Charge Sidney Elkins, Chairperson 72 Pine Street Financial Fraud Section Beaver County Alliance for Consumer Protection Providence, Rhode Island 02903 Department of Justice Public Works Building, Route 51 (401) 277-3163 Justice Building Fallston, Pennsylvania 15066 Salem, Oregon 97310 (412) 728-5700 ext. 422 Edwin P. Palumbo (503) 376-4732 Executive Director Peggy Adams, Director Rhode Island Consumers' Council Bucks County Bureau of Consumer Protection 365 Broadway Pennsylvania and Weights and Measures Providence, Rhode Island 02909 Courthouse Annex (401) 277-2784 Stab te Broad and Union Streets Michael J. Pekula; Acting Director Doylestown, Pennsylvania 18901 Bureau of Consumer Protection (215) 348-7442 Office of Attorney General South Carolina Strawberry Square 14th Floor Robert Taylor, Director State Offices Althea Wright, Coordinator Harrisburg, Pennsylvania 17120 Chester County Bureau of Consumer Protection (717) 787-9707 and Weights and Measures Office of Citizens' Service 515 North Wing Courthouse Office of the Governor David Barasch, Acting Consumer Advocate West Chester, Pennsylvania 19380 P.O. Box 11450 Office of Consumer AdvocateUtilities (215) 431-6150 Columbia, South Carolina 29211 Office of Attorney General (803) 758-3261 1425 Strawberry Square Catherine Sprague, Director Harrisburg, Pennsylvania 17120 Cumberland County Bureau of Consumer Affairs Steve Hamm, Administrator Department of Consumer Affairs (717) 783-5048 (utilities only) Courthouse Carlisle, Pennsylvania 17013 P.O. Box 5757 Branch Offices (717) 249-5802 Columbia, South Carolina 29250 (803) 758-2040 Michael Butler Evelyn Yancoekle, Director 1100-922-1594 (toll freeSouth Carolina only) Deputy Attorney General Delaware County Office of Consumer Affairs and Bureau of Consumer Protection Weights and Measures Office of Attorney General Government Center Building 27 North Seventh Street Second and Olive Streets Allentown, Pennsylvania 18101 Media, Pennsylvania 19083 (215) 821-6690 (215) 891-4865

6.4 61 STATE, COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

W. Joseph Isaacs Russel Turbeville Assistant Attorney General Assistant District Attorney Consumer Fraud and Antitrust Section Harris County Consumer Fraud Division Office of Attorney General Office of District Attorney P.O. Box 11549 201 Fannin, Suite 200 Columbia, South Carolina 29211 Houston, Texas 77002 (803) 758-3040 (713) 221-5838 William V. Bradley Larry Moore State Ombudsman Assistant District Attorney Office of Executive Policy and Program Tarrant County Economic Crimes 1205 Pendleton Street, Room 412 200 West Belknap Street Columbia, South Carolina 29201 Fort Worth, Texas 76102 (803) 758-2249 T.M. (817) 334-1897 (criminal consumer fraud) Consumers, Remember: South Dakota City Offices 1. First, complain to the seller. Thomas Z. James, Director State Office Dallas Department of Consumer Services Mark Smith 2.If that doesn't work, contact the company. 1500 West Mockingbird, Room A-19 Assistant Attorney General Dallas, Texas 75235 Division of Consumer Protection (214) 670-6414 Office of Attorney General 3. after that, contact an industry dispute Insurance Building program; the Better Business Bureau; or a David Watson Pierre, South Dakota 57501 local or state government office... Fort Worth Office of Consumer Affairs and (605) 773-4400 Weights and Measures SOO-892-1865 (toll freeSouth Dakota only) 4. Finally, contact a trade association or 1800 University Drive Federal agency, as listed In the Index Room 208 under specific complaint topics. Fort Worth, Texas 76107 Tennessee (817) 870-7570 State Offices 5. The last resort is a small claims court or Ann Eaden, Director private lawyer. Division of Consumer Affairs Utah Department of Commerce and Insurance State Offices Edward Wesley Jean A. Williams, Directs 206 State Office Building Assistant Attorney General Nashville, Tennessee 37204 Division of Consumer Protection Consumer Protection Division Department of Business Repletion (615) 741-4737 Office of Attorney General 000-342-1385 (toll freeTennessee only) Heber M. Wells Building 1220 Dallas Avenue, Suite 202 180 East 300 South William J. Haynes, Jr. Houston, Texas 77002 -6966 P.O. Box 5802 Deputy Attorney General (713) 650-0666 Salt Lake City, Utah 84111 Antitrust and Consumer Protection Division Victoria Eason (801) 530-6819 Office of Attorney General Assistant Attorney General 450 James Robertson Parkway Dr. Carol L. Clark Consumer Protection Division Assistant Attorney General for Consumer Affairs Nashville, Tennessee 37219 Office of Attorney General (615) 741 -2872 Office of Attorney General 806 Broadway, Suite 312 124 State Capitol Lubbock, Texas 79401 Salt Lake City, Utah 84114 Texas (806) 747-5238 (801) 533-4262 suns mac. Patricia Robards David A. Talbot, Jr. Assistant Attorney General Assistant Attorney General and Chief Consumer Protection Division Vermont Consumer Protection Division Office of Attorney General State Offices Edwin Hobson Office of Attorney General 4309 North Tenth, Suite B Assistant Attorney General and Chief P.O. Box 12548, Capitol Station McAllen, Texas 78501 Consumer Protection Division Austin, Texas 78711 '(512) 682-4547 Office of Attorney General (512) 475-3288 Aaron Valenzula 109 State Street Assistant Attorney General Montpelier, Vermont 05602 Branch Offices Consumer Protection Division (802) 828-3171 Eden Davis Office of Attorney General 000442-5149 (toll freeVermont only) Assistant Attorney General 200 Main Plaza, Suite 400 Consumer Protection Division San Antonio, Texas 78205 Trafford Brink, Director Office of Attorney General (512) 225-4191 Weights and Measures Division Renaissance Place, Seventh Floor Department of Agriculture 714 Jackson Street 116 State Street Dallas, Texas 75202 County Offices Montpelier, Vermont 05602 (214) 742-8944 Knox Fitzpatrick, Chief (802) 828-2436 Dallas County Consumer Fraud Division Cassandra J. Church 2700 Stemmons Expressway Assistant Attorney General 500 Stemmons Tower East Consumer Protection Division Dallas, Texas 75207 Office of Attorney General (214) 630-6300 4824 Alberta Street, Suite 160 El Paso, Texas 79905 (915) 533-3484

62 STATE COUNTY, AND CITY GOVERNMENT CONSUMER PROTECTION OFFICES

Virginia J. N. McClanan West Virginia State Offices Consumer Protection Officer State Offices Anthony Gambardella Virginia Beach Division of Consumer Protection Jon Anthony Reed, Director Senior Assistant Attorney General City Hall Consumer Protection Division Division of Consumer Counsel Virginia Beach, Virginia 23456 Office of Attorney General Office of Attorney General (804) 427-4421 1204 Kanawha Boulevard, East Supreme Court Building Charleston, West Virginia 25301 101 North Eighth Street, Fifth Floor (304) 348-8986 Washington Richmond, Virginia 23219 Kenneth S. Butcher, Director (804) 788-4075 State Offices Consumer Specialist Consumer Protection Division Department of Labor Jean Bass, Director Office of Consumer Services State Office of Consumer Affairs Department of Agriculture 1900 Washington Street, East Department of Agriculture and Consumer 406 General Administration Building, AX41 Charleston, West Virginia 25305 Services Olympia, Washington 98504 (304) 348-7890 (weights and measures, Room 110, Washington 13uildIng (206) 753-5063 bedding, upholstery) 1100 Bank Street Richmond, Virginia 23219 John R. Ellis City Office (804) 786-2042 Assistant Attorney General/Chief Polly Diller, Director 000-552-9083 (toll free for complaints regarding Consumer Protection/Antitrust Division Charleston Consumer Protection Department state agencies) Office of Attorney General P.O. Box 2749 1366 Dexter He 'con Building Charleston, West Virgin... 25330 Branch Office Seattle, Washington 98104 (304) 348-8173 Mary Ann Shurtz, Coordinator (206) 484-7744 Northern Virginia Branch 100-6112-4830 (toff freeWashington only) State Office of Consumer Affairs Doug Model, Chief Wisconsin Department of Agriculture and Consumer Consumer Protection/Antitrust Division State Offices Services Office of Attorney General Stephen Nicks 3016 Williams Drive Temple of Justice Assistant Attorney General Fairfax, Virginia 22031 Olympia, Washington 98504 Office of Consumer Protection (703) 573-1286 (206) 753-8210 Department of Justice P.O. Box 7858 Mike Flynn, Chief Madison, Wisconsin 53707-7856 County Offices Consumer Protection/Antitrust Division Jean D. Galloway (608) 286-1852 Office of Attorney General Director 960 Paulsen Professional Building Arlington County Office of Consumer Affairs Branch Office Spokane, Washington 99201 Richard Victor, Director 2049 15th Street, North (509) 456 -3123 Arlington, Virginia 22201 Office of Consumer Protection (703) 558-2142 William S. Cookson, Chief Department of Justice Consumer Protection/Antitrust Division Milwaukee State Office Building Ron Mallard, Director Office of Attorney General 819 North 6th Street, Room E20 Fairfax County Department of Consumer Affairs 949 Market Street Milwaukee, Wisconsin 53203 3959 Ponder Drive Tacoma, Washington 98402 (414) 224-1887 Fairfax, Virginia 22030 (208) 593-2904 (703) 691-3214 Donald Soberg, Administrator Division of Trade and Consumer Protection Deborah Koss, Director County Office Department of Agriculture, Trade and Prince William County Office of Consumer C. Patrick Sainsbury, Chief Deputy Prosecuting Consumer Protection Affairs Attorney P.O. Box 8911 15960 Cardinal Drive Fraud Division 801 West Badger Road Woodbridge, Virginia 22191 King County District Attorneys Office Madison, Wisconsin 53708 (703) 221-4156 E531 King County Courthouse (808) 266-9837 Seattle, Washington 96104 800-382-3020 (toil freeWisconsin only) City Offices (206) 583-4513 Rose Boyd, Director Branch Offices Alexandria Office of Citizens Assistance City Offices Fred Latchaw, Inspector Margaret Quaid, Supervisor P.O. Box 178 Division of Trade and Consumer Protection City Hall Everett Weights and Measures Department City Hall Department of Agriculture, Trade and Alexandria, Virginia 22313 Consumer Protection (703) 838-4350 3002 Wetmore Avenue Everett, Washington 98201 1727 Loring Street Martin D. Greenwell, Chief (206) 259-8845 Altoona, Wisconsin 54720 Norfolk Division of Consumer Affairs (715) 838 -2861 804 City Hall Building Regina L. Glenn, Director Seattle Department of Licenses and Consumer Dennis Strey, Supervisor Norfolk, Virginia 23501 Division of Trade and Consumer Protection (804) 441-2821 Affairs 102 Municipal Building Department of Agriculture, Trade and Delores Daniels Seattle, Washington 98104 Consumer Prbtection Assistant to the City Manager (206) 625-2536 (inquiries) 200 North Jefferson Street Green Bay, Wisconsin 54301 Roanoke Consumer Protection Division (206) 625-5500 (complaints) 353 Municipal Building (414) 497-4087 215 Church Avenue. S.W. Roanoke, Virginia 24011 (703) 981-2563 66

63 STATE, COUNTY, AND MTV GOVERNMENT CONSUMER PROTECTION OFFICES

Patricia Suschil, Supervisor John Osinga, District Attorney Puerto Rico Division of Trade and Consumer Protection Portage County District Attorney's Office Hector Ramos, Secretary Department of Agriculture, Trade, and Consumer Fraud Unit Department of Consumer Affairs Consumer Protection Portage County Court House Mini lias Governmental Center 10320 West Silver Spring Drive Stevens Point, Wisconsin 54481 Torre Norte Building Milwaukee, Wisconsin 53225 (715) 346-1300 De Diego Avenue, Stop 22 (414) 257-8962 P.O. Box 41059 Eric M. Johnson Santurce, Puerto Rico 00940 Consumer Fraud Investigator County Offices Racine County Sheriff's Department (809) 726-6090 Richard Armstrong 717 Wisconsin Avenue Hector Reichard de Cardona Consumer Investigator Racine, Wisconsin 53403 Department of Justice Kenosha County District Attorney's Office (414) 636-3125 P. 0. Box 192 912 56th Street Old San Juan, Puerto Rico 00902 Kenosha, Wisconsin 53140 (809) 722-5219 (414) 656 -6480 Wyoming Rand L. Kruger, District Attorney State Office Marathon County District Attorney's Office Gay Vanderpoel Virgin Islands Consumer Fraud Unit Assistant Attorney General Helen Joseph, Director Marathon County Court House Office of Attorney General Consumer Services Administration Wausau, Wisconsin 54401 123 Capitol Building Golden Rock (715) 847-5555 Cheyenne, Wyoming 82002 Christiansted, St. Croix (307) 777-7841 or 6286 U.S. Virgin Islands 00820 Frederic Matestic (809) 773-2228 Assistant District Attorney Milwaukee County District Attorney's Office Consumer Fraud Unit 821 West State Street Room 604 Milwaukee, Wisconsin 53233-1487 (414) 278-4660

6/.

64 State Banking Authorities Illinois, The officials listed below regulate and supervise state chartered banks. However, many of William C. Harris them can handle or refer problems and complaints concerning other types of banks and can Commissioner of Banks and Trust answer general questions about banking and credit. Companies 119 South 5th Street Room 400 Springfield, Illinois 62701 (217) 782-7966 Alabama Connecticut Kenneth R. McCartha Brian J. Woolf Banking Commissioner Indiana Superintendent of Banks Ruth D. Harrison State Office Building 64 North Union Street Director Room 239 Room 651 Department of Financial Institutions Montgomery, Alabama 36130 Hartford, Connecticut 06106 Indiana State Office Building (203) 566-4560 (205) 832-6256 Room 1024 Indianapolis, Indiana 46204 Alaska Delaware (317) 232-3955 Willis F. Kirkpatrick John E. Malarkey Director of Banking and Securities State Bank Commissioner Iowa Pouch D P. 0. Box 1401 Thomas H. Huston Dover, Delaware 19903 Juneau, Alaska 99811 Superintendent of Banking (907) 465-2521 (302) 736 235 418 Sixth Avenue Room 530 Arizona Florida Des Moines, Iowa 50309 Wetter C. Madsen Gerald A. Lewis (515) 281-4014 Superintendent of Banks State Comptroller Commerce Building State Capitol Building Room 101 Tallahassee, Florida 32301 1601 West Jefferson Street (904) 488-0370 Phoenix, Arizona 85007 (602) 255-4421 Georgia Edward D. Dunn Arkansas Commissioner of Banking and Finance Marlin D. Jackson 2990 Brandywine Road State Bank Commissions( Suite 200 #1 Capitol Mall Atlanta, Georgia 30341 6D-305 (404) 393-7330 Little Rock, Arkansas 72201 T.M. (501) 371-1117 Hawaii Donna Tanoue Consumers, Remember: California Bank Examiner 1.First, complain to the seller. Louis Carter P. O. Box 541 Superintendent of Banks Honolulu, Hawaii 96809 2.If that doesn't work. contact the company. 235 Montogomery Street (808) 548-7505 Suite 750 3.After that, contact an industry dispute San Francisco, California 941. Idaho program; the Better Business Bureau; or a (415) 557-3535 Torn D. McEldowney ;oral or state government office. Director, Department of Finance Colorado Statehouse Mall 4. Finally, contact a trade association or Richard B. Doby Boise, Idaho 83720 Federal agency, as listed in the Index State Bank Commissioner (208) 334-3313 under specific complaint topics. State Office Building Room 325 5 The last resort is a small claims court or Denver, Colorado 80203 private lawyer (303) 866-3131

68 65 STATE BANKING AUTHORMES

Kansas Missouri North Dakota Eugene C. Hegarty Kenneth W. Uttlefleld Robert E. Kelm State Bank Commissioner Commissioner of Finance Acting Commission,. 3anking and Financial 700 Jackson Street P. 0. Box 716 Institutions Suite 300 Jefferson City, Missouri 65102 State Capitol Topeka, Kansas 88803 (314) 751-3397 Room 1301 (913) 298-2288 Bismarck, North Dakota 58505 Montana (701) 224-2253 Kentucky L W. Alke Leonard B. Marshall Commissioner of Financial Institutions Ohio Commissioner of Banking and Securities 1424 9th Avenue Unda K. Page 911 Leawood Drive Helena, Montana 59620 Superintendent of Banks Frankfort, Kentucky 40601 (406) 449-3163 Two Nationwide Plaza (502) 564-3390 Columbus, Ohio 43215 Nebraska (614) 486-2932 Louisiana Paul Amen Hunter 0. Wagner Director of Banking and Finance Oklahoma Commissioner of Financial Institutions 301 Centennial Mall, South Robert Y. Empie P. O. Box 44095 Uncoln, Nebraska 68509 Bank Commissioner Capitol Station (402) 471-2171 Nalco Building Baton Rouge, Louisiana 70804 4100 North Lincoln Boulevard (504) 925-4861 Nevada Oklahoma City, Oklahoma 73105 L. Scott Walshaw (405) 521-2783 Maine Administrator of Financial Institutions H. Donald De Matteis 406 East Second Street Oregon Superintendent of Banking Carson City, Nevada 89710 John B. Olin State House Station 36 (702) 885-4260 Superintendent of Banks Augusta, Maine 04333 Department of Commerce (207) 289-3231 New Hampshire Busick Building A. Roland Roberge Salem, Oregon 97310 Maryland Bank Commissioner (503) 378-4140 Margie H. Muller 97 North Main Street Bank Commissioner Concord, New Hampshire 03301 Pennsylvania One North Charles Street (603) 271 -3561 Ben McEnteer Room 1301 Secretary of Banking Baltimore, Maryland 21201 New Jersey 333 Market Street (301) 659-6262 Michael M. Horn 16th Floor Commissioner of Banking Harrisburg, Pennsylvania 17101-2290 Massachusetts 36 West State Street (717) 787-6991 Paul E. Bulman Trenton, New Jersey 08625 Commissioner of Banks (609) 292-3420 100 Cambridge Street Boston, Massachusetts 02202 (617) 727-3120 New Mexico Andrew M. Swarthout s Director, Financial Institutions Division Michigan Commerce and Industry Department Eugene W. Kuthy Lew Wallace Building Commissioner Sante Fe, New Mexico 87503 Financial Institutions Bureau (505) 827-7740 P. O. Box 30224 Lansing, Michigan 48909 New York . T M. (517) 373-3480 Vincent Tess Superintendent of Banks Minnesota Two World Trade Center David A. Shorn 32nd Floor Deputy Commissioner of Commerce New York, New York 10047 Consumers, Remember: 500 Metro Square Building (212) 488-2310 5th Floor 1.First, complain to the seller St. Paul, Minnesota 55101 North Carolina 2It that doesn't work. contact the company. (612) 296-2715 James S. Currie Commissioner of Banks 3After that. contact an industry dispute Mississippi P. 0. Box 951 Glenn Smith program, the Better Business Bureau, or a Raleigh, North Carolina 21602 local or state government office Commissioner (919) 733-3010 Department of Banking and Consumer Finance 4Finally. contact a trade association or P. 0. Box 731 Federal agency. as listed in the Index Jackson, Mississippi 39205-0731 under specific complaint topics (601) 359-1031 5 The last 7rsort is a small claims court or private lawyer

6 9 66 STATE BANKING AUTHORITIES

Rhode island Utah Wisconsin Edward L. Blue Elaine B. Weis William P. Dixon Bank Commissioner Commissioner of Financial Commissioner of Banking 100 North Main Street Institutions P.O. Box 7876 Providence, Rhode Island 02903 P.O. Box 89 Madison, Wisconsin 53707 (401) 277-2405 Salt Lake City, Utah 84110 (608) 266 -1621 (801) 530-8502 South Carolina Wyoming Robert C. Cleveland Vermont Dwight D. Bonham Commissioner of Banking George A. Chaffee State Examiner 1028 Sumter Street Commissioner of Banking and Insurance 1920 Thomes Avenue Room 217 State Office Building Cheyenne, Wyoming 82002 Columbia, South Carolina 29201 Montpelier, Vermont 05602 (307) 777-6600 (803) 758-2186 (802) 828-3301 Guam South Dakota Virginia Dave J. Santos Glen F. Ritterbusch Sideny A. Bailey Banking Commissioner Director of Banking and Finance Commis, loner of Financial P.u. Box 2790 State Capitol Building Institutions Agana, Guam 96910 Pierre, South Dakota 57501 701 East Byrd Street (written complaints only) (605) 773-3421 Suite 1600 P.O. Box 2AE Puerto Rico Tennessee Richmond, Virginia 23205 Enrique Guzman William C. Adams (804) 786-3857 Executive Director Commissioner of Financial Bureau of Banks and Financial Institutions P.O. Box 5-4515 Institutions Washington James K. Polk State Office Building Leroy 0. Malmberg San Juan, Puerto Rico 00905 (809) 7":1-5242 505 Deaderlck Street Acting Supervisor of Banking Nashville, Tennessee 37219 General Administration Building (615) 741-2236 Room 219 Virgin Islands Olympia, Washington 98504 Julio A. Brady Texas (206) 753-6520 Lieutenant Governor Chairman of the Banking Board William F. Aldridge Government House, Charlotte Amalie Acting Banking Commissioner West Virginia P.O. Box 450 2601 North Lamar Thomas J. Hansbeny St. Thomas, Virgin Islands 00801 Austin, Tzxas 78705 Acting Commissioner of Banking (809) 774-2991 (512) 475-4451 State Office Building 5 Room A-718 Charleston, West Virginia 25305 (304) 348-2294

7 0 67 State Commissionsand Offices on Aging

Hawaii State commissions and offices on aging are responsible for coordinatingservices for older Renji Goto Americans. They can provide Information on programs, services andopportunities for the Director aging. Executive Office on Aging Office of the Governor State of Hawaii 1149 Bethel Street, Room 307 Honolulu, Hawaii 96813 Alabama Connecticut (808) 548-2593 Emmett W. Eaton Mary Ellen Klinck Executive Director Commissioner Idaho Commission on Aging Department on Aging Gary H. Gould 502 Washington Avenue 80 Washington Street Director Montgomery, Alabama 36130 Hartford, Connecticut 06106 Idaho Office on Aging (205) 832-6640 (203) 566-7728 Statehouse, Room 114 Boise, Idaho 83720 Arizona Delaware (208) 334-3833 Michael Slattery Eleanor L. Cain Administrator Director Illinois Aging and Adult Administration Division of Aging Peg Blazer 1400 West Washington Avenue Department of Health and Social Services Director P.O. Box 6123 950A Delaware State Hospital, CT Building Department on Aging Phoenix, Arizona 85007 1901 North DuPont Highway 421 East Capitol Avenue (602) 255-4446 New Castle, Delaware 19720 Springfield, Illinois 62706 (302) 421-6791 (217) 785-2870 Arkansas Randal McCain District of Columbia Director E. Veronica Pace Office on Aging and Adult Services Executive Director Department of Human Services D.C. Office on Aging 1428 Donaghey Building Special Assignment of the Mayor's Office 7th and Main Streets 1424 K Street, N.W. Little Rock, Arkansas 72201 Second Floor (501) 371-2441 Washington, D.C. 20005 (202) 724-5623 California Alice Gonzales Florida Director John L. Stokesberry Department of Aging Director Health and Welfare Agency Aging and Adult Services 1020 19th Street Department of Health and Rehabilitative Sacramento, California 95814 Services Consumers, Remember: (916) 322-5290 1321 Winewood Boulevard Building 2, Room 328 1.First, complain to the seller. Tallahassee, Florida 32301 Colorado 2.Il that doesn't work, contact the company. William J. Hanna (904) 488 -2650 Director 3. After that, contact an industry dispute Aging and Adult Services Division Georgia program, the Better Business Bureau; or a Department of Social Services local or state government office. 1575 Sherman Street Janet Bittner Director Denver. Colorado 80203 Office of Aging 4. Finally. contact a trade association or (303) 866-2506 Department of Human Resources Federal agency, as listed in the Index 878 Peachtree Street, N.E. under specific complaint topics. Atlanta, Georgia 30309 (404) 894 -5333 5. The last resort is a small claims court or private lawyer.

71 69 STATE COMMISSIONS AND OFFICES ON AGING

Indiana Michigan New Hampshire Jean Merritt Olivia P. Maynard Stephanie Eaton Executive Director Director Director Department on Aging and Community Services Office of Services to the Aging Council on Aging 115 North Pennsylvania Street 101 North Pine Street 14 Depot Street 1350 Consolidated Building P.O. Box 30026 Concord, New Hampshire 03301 Indianapolis, Indiana 46204 Lansing, Michigan 48909 (603) 271-2751 (317) 232-7006 (517) 373-8230 New Jersey Iowa Minnesota Jacques 0.'Lebel Karen L. Tymes Elva D. Walker Director Executive Director Chairman Division on Aging Commission on Aging Minnesota Board on Aging Department of Community Affairs 914 Grand Avenue 204 Metro Square Building 363 West State Street, CN 807 Suite 236 121 East 7th Street Trenton, New Jersey 08625 Jewett Building St. Paul, Minnesota 55101 (609) 292-4833 Des Moines, Iowa 50319 (612) 296-2544 (515) 281-5187 New Mexico Mississippi George Ellis Kansas Jay C. Moon Director Sylvia Hougland Executive Director State Agency on Aging Secretary Council on Aging 224 East Palace Avenue, 4th Floor Department on Aging 802 North State Street La Villa Rivera Building 610 West 10th Street Room 301 Santa Fe, New Mexico 87501 Topeka, Kansas 66612 Jackson, Mississippi 39201 (505) 827-7640 (913) 296-4986 (601) 354-6590 New York Kentucky Missouri Eugene S. Callender Peggy Mooney Floyd Richards Director Director Director New York State Office for the Aging Division for Aging Services Office of Aging Agency Building 2 Department for Social Services Department of Social Services Empire State Plaza 6th Floor, West Broadway State Office Building Albany, New Y rk 12223 275 East Main Street 6th Floor (518) 474573 Frankfort, Kentucky 40621 P.O. Box 1337 (502) 564-6930 Jefferson City, Missouri 65102 (314) 751-2075 Louisiana Margaret W. Sloan Montana Director Audrey Zeisler Governor's Office of Elderly Affairs Chief P.O. Box 803 74 Aging Branch Baton Rouge, Louisiana 70898 Contracts Bureau (504) 925-1700 Departm:". it of Social and Rehabilitation Services, Community Services Division Maine P.O. Box 4210, Room 204 Patricia Riley Helena, Montana 59604 Director (406) 449-5650 Bureau of Maine's Elderly Department of Human Services Nebraska State House, Station 11 Helen Boosalis Augusta, Maine 04333 Director Consumers, Remember: (207) 289-2561 Nebraska Department on Aging State House Station 95044 1.First. complain to the seller Maryland Lincoln, Nebraska 68509 Matthew Tayback (402) 471-2307 2If that doesn't work. contact the company. Director Office on Aging Nevada 3 After that. contact an industry dispute 301 West Preston Street. 10th Floor My la C. Slorence program. the Better Business Bureau, or a Baltimore, Maryland 21201 Administrator local or state government office. (301) 383-2100 Divis;on for Aging Services Department of Human Resources 4. Finally. contact a trade association or 505 East King Street Federal agency. as listed in the Index Massachusetts under specific complaint topics Richard H. Rowland Room 101 Carson City, Nevada 89710 Secretary 5 The last resort is a small claims court or Department of Elder Affairs (702) 885-4210 private lawyer 38 Chauncey Street. 2nd Floor Boston, Massachusetts 021 11 (617) 727-7750, 51, 52

70 72 STATE COMMISSIONS AND OFFICES ON AGING

North Carolina South Dakota West Virginia Mike Vogel Phillip O. Turner Ernest B. Messer Executive Director Assistant Secretary Administrator Commission on Aging Division of Aging Office of Adult Services and Aging State Capitol Department of Human Resources Department of Social Services Charleston, West Virginia 25305 708 Hillsborough Street, Suite 200 700 North Illinois Street (304) 348-3317 Raleigh, North Carolina 27603-1691 .i* Pierre, South Dakota 57501-2291 (605) 773 -3656 (919) 733-3983 Wisconsin North Dakota Tennessee Donna McDowell Larry Brewster Emily Wiseman Acting Director Administrator Director Bureau on Aging Aging Services Commission on Aging Department of Health and Social Services Department of Human Services 703 Tennessee Building Division of Community Services State Capitol Building 535 Church Street One West Wilson Street Bismarck, North Dakota 58505 Nashville, Tennessee 37219 P.O. Box 7851 (701) 2242310 (615) 741-2056 Madison, Wisconsin 53707 (608) 266-2536 Ohio Texas Joyce F. Chapple Chris Kyker Wyoming Director Executive Director E. Scott Sessions Ohio Commission on Aging Texas Department on Aging Director 50 West Broad Street, 9th Floor Capitol Station Commission on Aging Columbus, Ohio 43215 P.O. Box 12786 Hathaway Building (814) 466-5500,01 Austin, Texas 78711 Cheyenne, Wyoming 82002 (512) 475-2717 (307) 777 -7986 Oklahoma Roy R. Keen Utah American Samoa Programs Administrator Louise Lintz Tali Maas Special Unit on Aging Acting Director Director Territorial Administration on Aging Department of Human Services Division of Aging Government of American Samoa P.O. Box 25352 Department of Social Services Oklahoma City, Oklahoha 73125 150 West North Temple, 3rd Floor Pago Pago, American Samoa 96799 (written complaints only) (405) 521-2281 Salt Lake City, Utah 84102 (801) 533-6422 Guam Oregon Franklin S. Cruz Richard Ladd Vermont Director Administrator Mary Ellen S. Spencer Office of Aging Senior Services Division Director Social Service Department of Public Human Resources Department Office on Aging 313 Public Service Building Health 103 South Main Street Government of Guam Salem, Oregon 97310 Waterbury, Vermont 05676 (503) 379-4728 P.O. Box 2816 (802) 241-2400 Agana, Guam 96910 (written complaints only) Pennsylvania Virginia Gorham L. Black Wilda M. Ferguson Puerto Rico Secretary Director Alicia Ramirez Suarez Department of Aging Department for the Aging Executive Director BarbBuilding 830 East Main Street 231 State Street Gericutture Commission Suite 950 Department of .,octal Services Harrisburg, Pennsylvania 17101 Richmond, Virginia 23219 (717) 783-1550 P.O. Box 11398 (804) 786-7894 Santurce, Puerto Rico 00910 Rhode Island (written complaints only) Anna M. Tucker Washington Gloria M. King Charles Reed Director Executive Secretary Department of Elderly Affairs Director Commission on Aging Bureau of Aging and Adult Services 79 Washington Street P.O. Box 539 Department of Social and HealthServices Providcnce, Rhode Island 02903 Charlotte Amalie (401) 277-2880 Ob-43G St. Thomas, Virgin Islands 00801 Olympia, Washington 48504 (written complaints only) South Carolina (206) 753-2502 Rev. M. I.. Maadors Chairman Commission on Aging 915 Main Street Columbia. South Carolina 29201 (803) 758-2576

73 71 State Insurance Regulators

District of Columbia Each state has its own laws and regulations governing all types of insurance and has a Marguerite C. Stokes commissioner or other official responsible for enforcement. If your problem is not resolved Acting Superintendent of Insurance by the insurance company (keep in mind that company decisions, such as claim denials 614 H Street, N.W. can be appealed within the company) contact your state insurance regulator for help. Many Suite 512 insurance departments also provide consumer information helpful in making wise insurance Washington, D.C. 20001 buying decisions. (202) 727-1273 Florida Bill Gunter Alabama Connecticut Insuraoce Commissioner W. G. Ward, Jr. Peter W. Gi Illes State Capitol Commissioner of Insurance Insurance Commissioner PlazL Level 2 64 North Union Street 165 Capitol Avenue Tallahassee, Florida 32301 Room 453 Room 425 (904) 488 -3440 Montgomery, Alabama 36130 State Office Building (205) 832-6140 Hartford, Connecticut 06106 Georgia (203) 566-2810 Johnnie Caldwell Alaska Insurance Commissioner Kenneth C. Mere Delaware West Tower Floyd Director Of Insurance David H. Elliott Suite 716 Pouch D Insurance Commissioner Veterans Memorial Building Juneau, Alaska 99811 21 The Green 200 Peldmont Avenue, S. E. (907) 465-2515 Dover, Delaware 19901 Atlanta, Geugia 30334 (302) 736-4251 (404) 656-2056 Arizona J. Michael Low Hawaii Director of Insurance Susan Park 1601 West Jefferson Insurance Commissioner Phoenix, Arizona 85007 P.O. Box 3614 (602) 255-4862 Honolulu, Hawaii 96811 (808) 548-7505 Arkansas Linda N. Gamer Idaho Insurance Commissioner Trent M. Woods 400-18 University Tower Building Director of Insurance Little Rock, Arkansas 72204 T.M. 700 West State Street (501) 371-1325 Boise, Idaho 83720 (208) 334-2250 California Bruce Bunner Illinois Insurance Commissioner Consumers, Remember: James W. Schacht Acting Director of Insurance 600 South Commonwealth 1. First, complain to the seller. 14th Floor 320 West Washington Street Fourth Floor Los Angeles, California 90005 2.If that doesn't work, contact the company (213) 736-2551 Springfield, Illinois 62767 (217) 782-4515 3. After that, contact an industry dispute Colorado program, the Better Business Bureau, or a J. Richard Barnes local or state government office. Indiana Commissioner of Insurance Don h. Miller 106 State Office Building 4Finally, contact a trade association or Commissioner of Idsurance Denver, Colorado 80203 Federal agency. as listed in the Index 509 State Office Building (303) 866-3201 under specific complaint topics. Indianapolis, Indiana 46204 (317) 232-2386 5 The last resort is a small claims court or private lawyer

73 74 STATE INSURANCE REGULATORS

Iowa Mississippi North Carolina Bruce W. Foudree George Dale John R. Ingram Commissioner of Insurance Commissioner of Insurance Commissioner of insurance State Office Building, G23 1804 Wafter Sillers Building Dobbs Building Ground Floor P.O. Box 79 P.O. Box 26387 Des Moines, Iowa 50319 Jackson, Mississippi 39205 Raleigh, North Carolina 27611 (515) 281-5705 (601) 359 -3569 (919) 733 -7343 800482-7777 (toll free) Kansas Missouri Fletcher Bell C. Donald Ainsworth North Dakota Commissioner of Insurance Director of Insurance J.O. Wigen 420 Southwest 9th Street 515 FasZ High Street Commissioner of Insurance Topeka, Kansas 66612 P.O. Box 690 Capitol Building, Fifth Floor (913) 296-3071 Jefferson City, Missouri 65102 Bismarck, North Dakota 58505 (314) 751-2451 (701) 224-2444 Kentucky Daniel D. Briscoe Montana Ohio Insurance Commissioner Elmer V. Omholt George Fabe 151 Elkhorn Court Commissioner of Insurance Director of Insurance Frankfort, K3ntucky 40601 Mitchell Building 2100 Stella Court (502) 564-3630 P.O. Box 4009 Columbus, Ohio 43215 Helena, Montana 59604 (614) 466-3584 Louisiana (406) 449-2996 Sherman A. Bernard Oklahoma Commissioner of Insurance Nebraska Gerald Grimes P.O. Box 44214 Michael J. Dugan Insurance Commissioner Baton Rouge, Louisiana 70804 Director of Insurance 408 Will Rogers Memorial Building (504) 342-5328 301 Centennial Mali South Oklahoma City, Oklahoma 73105 State Office Building (405) 521-2828 Maine P.O. Box 94699 Theodore T. Briggs Lincoln, Nebraska 68509 Oregon Superintendent of Insurance (402) 471-2201 Josephine M. Driscoll State Office Building Insurance Commissioner State House, Station #34 Nevada 158 12th Street, N. E. Augusta, Maine 04333 Kevin Sullivan Salem, Oregon 97310 (207) 289-3101 Commissioner of Insurance (503) 378-4271 Nye Building Maryland 201 South Falls Street Edward J. Muhl Carson City, Nevada 89710 Insurance Commissioner (702) 885-4270 501 St. Paul Place 7th Floor South New Hampshire Baltimore, Maryland 21202 Frank E. Whaland (301) 659-4027 Insurance Commissioner 169 Manchester Street Massachusetts Concord, New Hampshire 03301 Peter Hiam (603) 271-2261 Commissioner of Insurance 100 Cambridge Street New Jersey Boston, Massachusetts 02202 Joseph F. Murphy (617) 727-3333 Commissioner of Insurance 201 Fast State Street Michigan Box CN 325 Consumers, Remember: Nancy A. Baerwaldt Trenton, New Jersey 08625 1.First, complain to the seller. Commissioner of Insurance (609) 292-5363 P.O. Box 30220 2. Lansing. Michigan 48909 New Mexico If that doesn't work. contact the company. (517) 373-0220 Vincente B. Jam 3. After that. contact an industry dispute Superintendent of Insurance program; the Better Business Bureau; or a Minnesota PERA Building local or state government office. Reynaud L. Harp P.O. Box Drawer 1269 Santa Fe, New Mexcio 87501 Deputy Commissioner of Commerce 4Finally. contact a trade association or 500 Metro Square Building (505) 827-4535 Federal agency. as listed in the Index Fifth Floor under specific complaint topics. St. Paul, Minnesota 55101 New York (612) 296-6907 James P. Corcoran 5. The last resort is a small claims court or Superintendent of Insurance private lawyer. Two World Trade Center New York, New York 10047 (212) 488-4124 800-3424736 (toll free)

74 76 STATE INSURANCE REGULATORS

Pennsylvania Texas Wisconsin Michael L. Browne Lyndon Olson, Jr. Thomas P. Fox Commissioner of Insurance Commission of the State Board of Commissioner of Insurance Strawberry Square Insurance P.O. Box 7873 13th Floor 1110 San Jacinto Boulevard Madison, W'3consin 53707 Harrisburg, Pennsylvania 17120 Austin, Texas 78786 (608) 268-3585 (717) 787-5173 (512) 475-3726 Wyoming Rhode island Utah John T. Langdon Thomas J. Calderone, Jr. Roger C. Day Insurance Conimissioner Insurance Commissioner Commissioner of Insurance 2424 Pioneer Avenue 100 North Maine Street 160 East 300 South Cheyenne, Wyoming 82002 Providence, Rhode Island 02903 Salt Lake City, Utah 84111 (307) 777-7401 (401) 277-2223 (801) 530-6400 American Samoa South Carolina Vermont Lyle L. Richmond Rogers T. Smith George A. Chaffee Acting Insurance Commissioner Chief insurance Commissioner Commissioner of Banking and Insurance Office of the Governor 2711 Middleburg Drive State Office Building Pago Patio, American Samoa 96797 P.O. Box 4067 Montpelier, Vermont 05602 (written complaints only) Columbia, South Carolina 29204 (802) 828-3301 (803) 758-3266 Guam Virginia Jose R. Rivera South Dakota James M. Thomson Insurance Commissioner Susan L Walker Commissioner of Insurance P.O. Box 2796 Acting Director of Insurance 700 Jefferson Building Agana, Guam 96910 Insurance Building P.O. Box 1157 (written complaints only) 320 North Nicol let Richmond, Virginia 23209 Pierre, South Dakota 57501 (804) 786-3741 Puerto Rico (605) 773-3563 Juan Antonio Garcia Washington Commissioner of Insurance Tennessee Dick Marquardt Old San Juan Station John C. Neff Insurance Commissioner P.O. Box 3508 Commissioner of Commerce and Insurance Building A021 San Juan, Puerto Rico 00904 Insurance Olympia, Washington 98504 (809) 724-6565 114 State Office Building (206) 753-7301 Nashville, Tennessee 37219 Virgin islands (615) 741-2241 West Virginia Julio A. Brady Richard G. Shaw Commissioner of Insurance Insurance Commissioner Office of Lieutenant Governor 2100 Washington Street, East P.O. Box 450 Charleston, West Virginia 25305 Charlotte Amalie (304) 348-3386 St. Thomas, Virgin Islands 00801 (809) 774-2991

75 State Utility Commissions

Georgia State utility commissions largely regulate the rates consumers payfor gas, electricity, Mac J. Barber, Chairman intrastate telephone service, intrastate household goods moving,and, in some states, Georgia Public Service Commission intrastate water and transportation rates. (Interstate rates for theseutilities and services are 162 State Office Building regulated by the Federal Government.) Many state utilitycommissions offer complaint 244 Washington Street, S.W. if numerous complaints are Atlanta, Georgia 30334 handling services, and will sometimes conduct investigations (404) 656-4501 received on a particular utility matter. Hawaii In addition, some states have appointed utility consumeradvocates who investigate con- Albert Q. Y. Tom, Chairman sumer complaints involving utilities, represent consumerswho file formal complaints with Hawaii Public Utilities Commission state utility commissions, investigate utility servicewhere warranted, and represent the 1164 Bishop Street, Suite 911 interests of consumers in rate proceedings of state utilitycommissions. To find out if your Honolulu, Hawaii 96813 state has such an advocacy office, contact theNational Association of State Utility Con- (808) 548-3990 sumer Advocates, cio Florida PublicCounsel, Room 4, Holland Building, Tallahassee, Florida 32304, Telephone (904) 488-9330. Idaho Conley Ward, President Idaho Public Utilities Commission Statehouse Alabama Colorado 472 West Washington Street Edythe S. Miller, Chairman Boise, Idaho 83720 Jim Sullivan, President (208) 3343143 Alabama Public Service Commission Colorado Public Utilities Commission P.O. Box 991 500 State Services Building Montgomery, Alabama 36130 1525 Sherman Street (205) 832-3421 Denver, Colorado 80203 (303) 886 -3154 Alaska Carolyn S. Guess, Chairman Connecticut Alaska Public Utilities Commission Thomas H. Fitzpatrick, Chairman 420 L Street, Suite 100 Connecticut Public Utilities Control Anchorage, Alaska 99501 Authority (907) 275-6222 1 Central Park Plaza New Britain, Connecticut 06051 Arizona (203) 827-1553 Diane B. McCarthy, Chairman Arizona Corporation Commission Delaware 1200 West Washington Street Nancy N. Nor ling, Chairman Phoenix, Arizona 85007 Delaware Public Service Commission (602) 255-3931 1560 South DuPont Highway Consumers, Remember: Dover, Delaware 19901 1.First, complain to the seller. Arkansas (302) 571-3280 Dr. Robert E. Johnston, Chairman 2if that doesn't work, contact the company. Arkansas Public Service Commission District of Columbia 400 Union Station, P.O. Box C-400 Ruth Hankins-Nesbitt, Chairperson Distriui of Columbia Public Service 3. After that, contact an industry dispute Markham and Victory Streets program; the Better Business Bureau; or a Commission Little Rock, Arkansas 72203 local or state government office. (501) 371-1453 451 Indiana Avenue, N.W., Room 220 Washington, D.C. 20001 4. Finally. contact a trade association or (202) 727-3050 California Federal agency, as listed in the Index Leonard M. Grimes. Jr., President under specific complaint topics. California Public Utilities Commission Florida California State Building Joseph P. Crease, Chairman 5. The last resort is a small claims court or Florida Public Service Commission 350 McAllister Street private lawyer San Francisco, California 94102 101 East Gaines Street (415) 557-1487 Fletcher Building Tallahassee, Florida 32301 (904) 488-1234

TT STATE UTILITY COMMISSIONS

Illinois Michigan Nebraska Philip R. O'Connor, Chairman Eric J. Schneidewind, Chairman Harold D. Simpson, Chairman Illinois Commerce Commission Michigan Public Service Commission Nebraska Public Service Commission Leland Building Mercantile Building 301 Centennial Mall South 527 East Capitol Avenue 6545 Mercantile Way P.O. Box 94927 Springfield, Illinois 62706 P.O. Box 30221 Lincoln, Nebraska 68509 (217) 782-7295 Lansing, Michigan 48909 (402) 471-3101 (517) 373-3244 Indiana 800-292-4555 (toll free in Michigan) Nevada Larry J. Wallace, Chairman Scott Craigie, Chairman Indiana Public Service Commission Minnesota Nevada Public Service Commission 901 State Office Building Ms. Terry Hoffman, Chairman 505 East King Street Indianapolis, Indiana 46204 Minnesota Public Utilities Commission Carson City, Nevada 89710 (317) 232-2715 780 American Center Building (702) 885-4180 160 East Kellogg Boulevard Iowa St. Paul, Minnesota 55101 New Hampshire Andrew Varley, Chairman (612) 296-7124 Paul McQuade, Chairman Iowa State Commerce Commission New Hampshire Public Utilities State Capitol Mississippi Commission Des Moines, Iowa 50319 Mr. Lynn Havenn, Chairman 8 Old Suncook Road (515) 281-5309 Mississippi Public Service Commission Concord, New Hampshire 03301 19th Floor, Waiter Sillers State Office (603) 271-2431 Kansas Building Michael Lennon, Chairman P.O. Box 1174 New Jersey Kansas State Corporation Commission Jackson, Mississippi 39205 Barbara Curran, President State Office Building (601) 961-5400 New Jersey Board of Public Utilities Topeka, Kansas 66612 1100 Raymond Boulevard (913) 296-3323 Missouri Newark, New Jersey 07102 John C. Shapleigh, Chairman (201) 648-2026 Kentucky Missouri Public Service Commission Laura L. Murrell, Chairman Jefferson Building New Mexico Kentucky Public Service Commission P.O. Box 360 David Cohen, Chairman 7:70 Schenkel Lane Jefferson City, Missouri 65102 New Mexico Public Service Commission P.O. Box 615 (314) 751-3243 Bataan Memorial Building Frankfort, Kentucky 40602 Santa Fe, New Mexico 87503 (502) 564-3940 Montana (505) 827-6940 Tom Schneider, Chairman Louisiana Montana Public Service Commission New York Thomas E. Powell, Chairman 1227 11th Avenue Paul L. Gioia. Chairman Louisiana Public Service Commission Helena, Montana 59601 New York Public Service Commission One American Place, Suite 1630 (406) 449-3017 Empire State Plaza Baton Rouge, Louisiana 70825 Albany, New York 12223 (504) 342-4404 (518) 474-7080 800-342-3377 (toll free) Maine 800-342-3355 (toll free for emergencies) Peter Bradford, Chairman Maine Public Utilities Commission North Carolina State House, Station #18 Robert K. Koger, Chairman Augusta, Maine 04333 North Carolina Utilities Commission (207) 289-3831 430 North Salisbury Street Dobbs Building Maryland M Raleigh, North Carolina 27602 Frank 0. Heintz, Chairman (919) 733-4249 Maryland Public Service Commission American Building North Dakota 231 East Baltimore Street Consumers, Remember: Bruce Hagen, Progident Baltimore, Maryland 21202 1 First, complain to the seller North Dakota Public Service Commission (301) 659-6000 State Capitol Building 2If that doesn't work, contact the company Bismarck, North Dakota 58505 Massachusetts (701) 224-2400 Paul F. Levy. Chairman 3After that, contact an industry dispute Massachusetts Department of Public program, the Better Business Bureau, or a Ohio Utilities local or state government office Michael Del Bane, Chairman 100 Cambridge Street Ohio Public Utilities Commission Boston. Massachusetts 02202 4Finally, contact a trade association or 375 South High Street (617) 727-3500 Federal agency. as listed in the Index Columbus, °hid 43215 800-392 -6066 (toll free) under specific complaint topics (614) 466-3016

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

78 78 STATE UTILITY COMMISSIONS

Oklahoma Tennessee West Virginia Hamp Baker, Chairman Keith Bissell, Chairman E. Dandridge McDonald, Chairman Oklahoma Corporation Commission Tennessee Public Service Commission West Virginia Public Service Commission Jim Thorpe Office Building C1-100 Cordell Hull Building Room E-217, Capitol uilding Oklahoma City, Oklahoma 73105 Nashville, Tennessee 37219 Charleston, West Virginia 25305 (405) 521-2267 (615) 741-3125 (304) 348-2182 800-522-4154 (toll free) Texas Wisconsin Oregon Alan R. Erwin, Chairman Ness Flores, Chairman John J. Lobdell, Commissioner Texas Public Utility Commission Wisconsin Public Service Commission Oregon Public Utility Commission 7800 Shoal Creek Boulevard, Suite 400N 432 Hill Farms State Office Building 300 Labor and Industries Building Austin, Texas 78757 P.O. Box 7854 Salem, Oregon 97310 (512) 458-0100 Madison, Wisconsin 53707 (503) 378-6666 (608) 266-1241 Utah Pennsylvania Brent H. Cameron, Chairman Wyoming Unda C. Paliaferro, Chairman Utah Public Service Commission John R. Smyth, Chairman Pennsylvania Public Utility Commission Heber M. Wells Building Wyoming Public Service Commission P.O. Box 3265 160 East 300 South Street Capitol Hill Building Harrisburg, Pennsylvania 17120 P.O. Box 5802 320 West 25th Street (717) 783-1740 Salt Lake City, Utah 84110 Cheyenne, Wyoming 82002 (801) 530-6716 (307) 777-7427 Rhode island Edward F. Burke, Chairman Vermont Guam Rhode Island Public Utilities Commission V. Louise McCarron, Chairman Gab E. Camacho, Chairman 100 Orange Street Vermont Public Service Board Guam Public Utilities Commission Providence, Rhode Island 02903 120 State Street Ada Plaza Center, Suite 201 (401) 277-3500 State Office Building 173 West Aspinall Avenue MontpeNer, Vermont 05602 Agana, Guam 96910 South Carolina (802) 828-2319 (671) 477-7220 Guy Butler, Chairman South Carolina Public Service Commission Virginia Puerto Rico 111 Doctors Circle Preston C. Shannon, Chairman Miguel Fabre, Chairman P.O. Box 11649 Virginia State Corporation Commission Puerto Rico Public Service Commission Columbia, South Carolina 29211 Jefferson Building P.O. Box-Call Box CP (803) 758-3621 P.O. Box 1197 Hato Rey, Puerto Rico 00919 Richmond, Virginia 23209 (809) 751-5050 South Dakota (804) 786 -3608 Kenneth Stofferahn, Chairman Virgin islands South Dakota Public Utilities Commission Washington Alfred B. Hayes, Chairman Capitol Building Robert W. Bratton, Chairman Virgin Islands Public Services Commission Pierre, South Dakota 57501 Washington Utilities and Transportation P.O. Box 40 (605) 773-3201 Commission Charlotte Amalie, St. Thomas Highways- Ucenses Building Virgin Islands 00801 Olympia, Washington 96504 (809) 776-1291 (206) 753-6423

7 79 State Weights and Measures Offices

Georgia Weights and measures offices enforce weights and measures laws and regulations to Thomas E. Kirby, Director ensure that commercial transactions are fair and accurate. These offices check the weights Weights and Measures Laboratory of packaged products and the accuracy of weighing and measuring devices such as super- Atlanta Farmers Market market scales, gasoline pumps, taxicab meters, and rental car odometers. Forest Park, Georgia 30050 (404) 363-7611 Contact your weights and measures office If you believe you have purchased a short-weight package or think a weighing or measuring device is inaccurate. The following offices are part Hawaii of state governments. It is possible that your county or city also has a weights and measure- George E. Mattimore ments office. Local offices can often be located in the city or county government sections of Deputy Director of Measurement Standards your telephone directory under headings such as "weights and measures," "standards," Department of Agriculture "consumer protection," or "consumer affairs." .41 P.O. Box 22159 Honolulu, Hawaii 96822 (808) 548-7152 Alabama Colorado E Stagg, Director Leo Letey, Chief Idaho Weights and Measures Division Weights and Measures Section Lyman D. Holloway, Chief Alabama Department of Agriculture Department of Agriculture Bureau of Weights and Measures P.O. Box 3336 3125 Wyandot Department of Agriculture Montgomery, Alabama 36193 Denver, Colorado 80211 2216 Kellogg Lane (205) 832-6766 (303) 866-2845 Boise, Idaho 83702 (206) 334 -2345 Alaska Connecticut Charles D. Tandy, Jr., Chief Allan M. Nelson, Chief Weights and Measures Section Weights and Measures Division Department of Commerce and Department of Consumer Protection Economic Development State Office Building, Room G-17 P.O. Box 11-1686 Hartford, Connecticut 06106 Anchorage, Alaska 99511 (203) 566-5230 (907) 345-3886 Delaware Arizona Eugene Keeley, Supervisor Patricia Fullinwider, Chief Office of Weights and Measures Arizona Weights and Measures' Division Department of Agriculture Department of Administration Drawer D 3039 West Indian School Road Dover, Delaware 19901 Phoenix, Arizona 85017 (302) 736-4824 Consumers, Remember: (602) 255-5211 District of Columbia 1.First, complain to the seller. Arkansas Earl E. Maxwell, Chief Sam F. Hindsman, Director Department of License, Investigation 2.If that doesn't work, contact the company. Division of Weights and Measures and Inspection Department of Commerce Weights, Measures and Markets Division 3. After that, contact an industry dispute 4608 West 61st Street 1110 U Street, S.E. program. the Better Business Bureau; or a Little Rock, Arkansas 72209 Washington, D.C. 20020 local or state government office. (501) 371-1759 (202) 767-7923 ext. 923 4. Finally, contact a trade association or California Florida i:ederal agency, as listed in the Index Ezio F. Delfino, Assistant Director Steno ly J. Darsey, Chief under specific complaint topics. Division of Measurement Standards Bureau of Weights and Measures California Department of Food and Department of Agriculture and 5 The last resort is a small claims court or Agriculture Consumer Services private lawyer 8500 Fruitridge Road 3125 Comer Boulevard/Lab Complex Sacramento, California 95826 Tallahassee, Florida 32301 (916) 366-5119 (904) 488-9140

81 STATE WEIGHTS AND MEASURES OFFICES

Illinois Massachusetts New Hampshire Sidney A. Co (brook, Weights and Charles H. Carroll, Supervising Inspector Roy Howard, Director Measures Program Manager Massachusetts Division of Standards Bureau of Weights and Measures Bureau of Product Inspection and One Ashburton Place Department of Agriculture Standards Boston, Massachusetts 02108 85 Manchester Street, Park Plaza Department of Agriculutre (617) 727-3480 Concord, New Hampshire 03301 Emmerson Building, State Fairground (603) 271-3700 Springfield, Illinois 82706 Michigan (217) 785-8312 Edward Heffron, Chief New Jersey Food and Dairy Division Thomas W. Kelly Indiana Department of Agriculture State Superintendent Robert W. Walker, Director of Weights Lewis Cass Building, Box 30017' State Office of Weights anti Measures and Measures Lansing, Michigan 48909 187 West Hanover Street State Board of Health (517) 373-1060 Trenton, New Jersey 08625 1330 West Michigan Street (609) 292-4615 Indianapolis, Indiana 46206 Minnesota (317) 633-0350 Edward Skluzacek, Director New Mexico Division of Weights and Measures Fred A. Gerk, Chief Iowa Minnesota Station Standards and Consumer Services James O'Connor, Supervisor Department of Public Service Department of Agriculture Weights and Measures Division 1015 Currie Avenue P.O. Box 3170 Department of Agriculture Minneapolis, Minnesota 55403 Las Cruces, New Mexico 88003 Henry A. Wallace Building (612) 341-7200 ext. 7205 (505) 646 -1616 Des Moines, Iowa 50319 (515) 281-5716 Mississippi New York James H. Spencer, Director John J. Bartfai, Director Kansas Consumer Protection Division Bureau of Weights and Measures John L. O'Neill, State Sealer Department of Agriculture Department of Agriculture and Director 1601 Walter Si liars Building Building 7-A, State Campus Weights and Measures Division P.O. Box 1609 Albany, New York 12235 Kansas State Board of Agriculture Jackson, Mississippi 39205 (518) 457-3452 2016 West 37th Street (601) 359-3648 P.O. Box 5516 North Carolina Topeka, Kansas 66605 Missouri David N. Smith, Director (913) 267-4641 Leslie M. Greiner, Director Consumer Standards Division Weights and Measures Division Department of Agriculture Kentucky Department of Agriculture P.O. Box 26056 Charles L. Prebble, Director P.O. Box 630 Raleigh, North Carolina 27611 Division of Weights and Measures Jefferson City, Missouri 65102 (919) 733-3313 Department of Agriculture (314) 751-4278 106 West Second Street Frankfort, Kentucky 40601 Montana (502) 564-4870 Gary L. Delano, Administrator Division of Business and Professional T.M. Louisiana Licensing Philip A. Stagg, Director Bureau of Weights and Measures Louisiana Weights and Measures Department of Commerce Department of Agriculture 1434 9th Avenue P.O. Box .44456, Capitol Station Helena, Montana 59620 Consumers, Remember: Baton Rouge, Louisiana 70804 (406) 449-3163 ext. 6 1.First, complain to the seller. (504) 925-3780 Nebraska 2.If that doesn't work, contact the company. Maino Steven A. Malone, Director Gaylon Kennedy, Depi..y State Sealer Division of Weights and Measures 3. After that, contact an industry dispute Bureau of Weights and Measures Department of Agriculture program, the Better Business Bureau, or a Department of Agriculture, Food, and 301 Centennial Mall South, 4th Floor local or state government office Rural Resources P.O. Box 94947 Office Building, Station 28 Lincoln, Nebraska 88509 4Finally. contact a trade association or Augusta, Maine 04333 (402) 741-2341 Federal agency. as listed in the Index (207) 289-3841 under specific complaint topics Nevada Maryland Knute D. Pennington 5 The last resort is a small claims court or Richard L Thompson, Chief Chief Deputy State Sealer private lawyer Weights and Measures Section Bureau of Weights and Measures Department of Agriculture Department of Agriculture 50 Harry S. Truman Parkway P.O. Box 11100 Annapolis, Maryland 21401 Rena, Nevada 89510 (301) 841-5790 (702) 784-6401

81 STATE WEIGHTS AND MEASURES OFFICES

North Dakota South Dakota Washington Bruce Niebergall, Director Barbara K. Boddicker, Director Gunnar Magnuson, Chief Department of Weights and Measures Division of Commercial Inspection and Weights and Measures Section State Capitol Regulation Dairy and Food Division Bismarck, North Dakota 58505 Department of Commerce Department of Agriculture (701) 224-2400 State Capitol 406 General Administration Building Pierre, South Dakota 57501 Olympia, Washington 98504 Ohio (605) 773-3697 (206) 753-5059 Bruce Litzenburg, Chief Division of Weights and Measures Tennessee West Virginia Department of Agriculture Dale Wilkinson, Director Kenneth S. Butcher, Director 8995 East Main Street Marketing Division Division of Consumer Protection Reynoldsburg, Ohio 43068 Department of Agriculture Department of Labor (614) 866-6361 ext. 230 Box 40627, Melrose Station 1900 Washington Street, East Nashville, Tennessee 37204 Capitol Complex Oklahoma (615) 360-0160 Charleston, West Virginia 25303 H. H. Latham, Supervisor (304) 348-7890 Regulatory Section Texas Oklahoma State Department of Charles E. Forester, Supervisor of Wisconsin Agriculture Weights and Measures Robert W. Probst, Director 122 Capitol Building Department of Agriculture Bureau of Weights and Measures Oklahoma City, Oklahoma 73105 Box 12847, Stephen F. Austin Building Wisconsin Department of Agriculture (405) 7'a1-0847 Austin, Texas 78711 Trade and Consumer Protection (512) 475-6577 801 West Badger Road Box 8911 Oregon Madison, Wisconsin 53708 Kendrick J. Simile, Administrator Utah (608) 266-7241 Weights and Measures Division Edison J. Stephens Department of Agriculture Supixvisor of Weights and Measures 635 Capitol Street, N.E. State Department of Agriculture Wyoming Salem, Oregon 97310 350 North Redwood Road William W. Hovey, Manager (503) 378-3792 Salt Lake City, Utah 84116 Consumer/Compliance Division (801) 533-5459 ext. 5964 Department of Agriculture 2219 Carey Avenue Pennsylvania Cheyenne, Wyoming 82002 Fred A. Thomas, Director Vermont (307) 777-6591 Bureau of Standard Weights and Trafford F. Brink, Director Measures Division of Weights and Measures and Puerto Rico Department of Agriculture Retail Inspection 2301 North Cameron Street Maria A. Maldonado Department of Agriculture Assistant Secretary Harrisburg, Pennsylvania 17110 116 State Street (717) 787-6772 Bureau of Enforcement Montpelier, Vermont 05602 Department of Consumer Affairs (802) 828-2436 P.O. Box 41059, Mini Ilas Station Rhode Island Santurce, Puerto Rico 00940 Anthony Pelliccio, Administrator Virginia (809) 726-7585 Mercantile Weights and Measures James F. Lyles, Supervisor Division Weights and Measures Section Virgin islands Department of Labor Department of Agriculture and Consumer 386 Central Avenue Helen I. Joseph, Director Services Consumer Services Administration Pawtucket, Rhode Island 02860 P.O. Box 1163, Room 403 (401) 277-2758 Golden Rock Shopping Center Richmond, Virginia 23209 Christiansted (804) 786-2476 St. Croix, Virgin Islands 00820 South Carolina (809) 773-2226 Charles T. Smith, Director Consumer Services Division Department of Agriculture P.O. Box 11280 Columbia, South Carolina 29211 (803) 758-7478

83 Selected Federal Agencies Meat and Poultry Hotline The following is a list of Federal agencies that handle major areasof consumer complaints Food Safety and inspection Service and Information. In some cases, you are encouraged to contactthe nearer office of the Department of Agriculture agency before the headquarters office. When that occurs,the listing will give you information Washington, D.C. 20250 on how to do so. If you are unsure about whichFederal ago:y to contact, refer to the Index (202) 472-4485 under the topic heading most closely describing your area of concern. TheIndex will give Office of the Coneumer «dvlsor you the agency to contact as well as other sourcesof assistance listed in this book. Department of Agriculture 1111111. Administration Building ACTION Conaumer ProductSafety Washington, D.C. 20250 (202) 382-9681 Office of Communications Commis3ion ACTION Look In your telephone directory under "U.S. Government, Consumer Product S?' .- Com- lepatiment of Commerce 806 Connelticut Avenue, N.W., Room 300 f- Washington, D.C. 20525 mission." If it does not appear, conts,...1 OommIssioner of Patents ana (202) 634-9282 ora! Information Center (FIC) nearest yt_ one Trademarks page 91). If the FIC is unable to help you, contact Department of Commerce or call: Administrative Conference of the Washington, D.C. 20231 United States Office of the Secretary (703) 567-3428 Public Information Officer Consumer Product Safety Commission Office of Consumer Affairs Administrative Conference of the Washington, D.C. 20207 Room 5725 (202) 492-6800 (District of Columbia) muted States Department of Commerce 2120 L Street, N.W., Room 500 300-8311-2772 (toll free elsewhere) Washington, D.C. 20230 Washington, D.C. 20037 (202) 377-5001 (202) 254-7065 Department of Agriculture Office of the Solicitor Agricultural Marketing Service Patent and Trademark Office AMTRAK Department of Agriculture Department of Commerce Customer Relations Washington, D.C. 20250 Washington. D.C. 20231 AMTRAK (202) 447-7589 (703) 557.3525 P.O. Box 2709 Animal Care Staff Washington. D.C. 20013 Veterinary Services, APHIS (202) 363-2121 Department of Agriculture Federal Building, Room 764 Civil Aeronautics Board 6505 Beicrest Road Office of Congressional, Community Hyattsville, Maryland 20782 and Consumer Affairs (301) 436-7833 Civil Aeronautics Board Cooperative Extension Service Washington, D.C. 20428 Consult county or city government listing in your (202) 673-6047 local telephone directory for the number of the County Cooperative Extension Service office. Commission on Civil Rights Farmers Horne Administration Assistant staff Director Department of Agriculture Commission on Civil Rights Washington, D.C. 20250 Consumers, Remember: 1121 Vermont Avenue, N.W. (202) 447-4323 Room 500 1. First. cor.olain to the seller Wi.,;:hington, D.C. 20425 Federal Crop Insurance Corporation (202) 254-6345 Department of Agriculture 2If that doesn't work. contact the company. South Building Washington, D.C. 20250 3 After that. contact an industrydispute Commoulty Futures Trading Bureau, or a (202) 447-3287 program, the Better Business Commission local or state government office Office of Governmental Affairs Food and Nutrition Service Commodity Futures Trading Commission Department of Agriculture 4. Finally, contact a trade ass )ciation of I K Street. N.W. Room 512 Federal agency. as listed in tha Index Washington, D.0 20581 3101 Park Office Center Drive under specific complaint topics (42) 254-6090 Alexandria, Virginia 22302 (703) 756-3276 5 The last resort is a small claims coun or private lawyer

8 3 SELECTED FEDERAL AGENCIES

Office of Utilization Research Public Inquiries National Center on Child Abuse and National Marine FisheriesService Administration on Aging Department of Commerce Neglect Department of Health and Human Services P.O. Box 1182 Washington, D.C. 20235 Washington, D.0 20201 (202) 634-7458 Washington, D.C. 20013 (202) 245-2158 (202) 245-2640 Office of Weights and Measures Cancer Hotline National Health Information National Bureau W Standards (202) 636-5700 (District of Columbia) Department of Comnierce Clearinghouse (808) 524-1234 (Hawaii) Suite 600 Washington, D.C. 20234 (212) 794-7982 (New York City) (301) 921-2401 1555 Wilson Boulevard 1100-638-8070 (toll freeAlaska) Rosalyn, Virginia 2209 800-4-CANCER (toil free elsewhere) (703) 622-2590 (District of Columbia) Department of Education Centers for Disease Control 800. 338-4797 (toll free elsewhere) Clearing House on the Handicapped Atlanta, Georgia 30333 Department of Education Office of Child Support Enforcement Department of Health and Human Services 330 C Street, S.W. Division of LonTerm Care Mail Stop 2319 Health Can Financing Administration 6110 Executive Boulevard Washington, D.C. 20202 Rockville, Maryland 20852 Department of Health and Human Services (301) 443-4442 (202) 245-0080 1849 Gwyn Oak Av)nue Dogwood East Building Office of Program Operations Federal Student Financial Aid Program Baltimore, Maryland 21207 Department of Education Office for Civil Rights Department CY184 (301) 594-3642 Department of Health and Human Services Pueblo, Colorado 81009 Washington, D.C. 20201 Food and Drug Administration (202) 245-6118 800-492-6602 (toll freeMaryland) Look in your telephone directory under "U.S. 800-1138-6700 (toll free elsewhere) Government, Health and Human Services De- President's Council on Physical Fitness Offize of Public Participation and partment, Food and Drug Administration." if it and Sports Special Concerns does not appear, contact the Federal Information Room 3030, Donohoe Building Department of Education Center (FIC) nearest you (see page 91). tf the 400 6th Street, S.W. 400 Maryland Avenue, S.W. FIC is unable to help you, write or call; Washington, D.0 20201 Reporters Building, Room 505 (202) 272-3430 Consumer Affairs and Small Business Staff Washington, D.C. 20202 (HFO-22) Runaway Hotline (202) 447-9043 Food and Drug Administration 600 -621-4000 (toll free) Department of Health and Oman Services Department of Energy 5600 Fishers Lane, Room 13-55 Second Surgical Opinion Program Department of Health and Human Services Conservation and Renewable Energy Rockville, Maryland 20857 (301) 443-4166 Hubert Humphrey Building, Room 313H Inquiry and Referral Service Washington, D.C. 20201 (phone only) 800-4924603(toll free Maryland) 800-462-4983 (toll freePennsylvania) Handicapped infants Hotline (202) 863 -0100 (District of Columbia) 800-638-41833(toll free elsewhere) 800-523-2929 (toll freecontinental U.S.) 800-38C-1019 (toll free elsewhere) 800 - 233 -3071 (toll freeAlaska and Hawaii) Social Security Administration Look in your telephone directory under "U.S. Consumer Inquiries, Weatherization Assistance Health Care Financing Administration Office of Conservation and Renewable Department of Health and Human Services Government, Health and Human Services De- Energy 6326 Security Boulevard partment, Social Security Administration." Baltimore, Maryland 21207 Department of Energy (301) 594-9086 Department of Housing and Urban Washington, D.C. 20585 (301) 594-9016 'TTY for the deaf Development (202) 252-2207 Mobile Home Standar..is DivItion Office of Consumer Affairs Health Maintenance OwjanIzations Department of Housing and Urban Development Department of Energy Division of Private Sector in Alves 451 7th Street, S.W., Room 3234 Washington, D.C. 20585 Room 17A55, Parklawn en Washington, D.C. 20410 (202) 252-5373 5600 Fishers Lane (202) 755-6590 Rockville, Maryland 20857 Manager (301) 443-2778 Office of Fair Housing and Equal Technical Information Center Opportunity P.O. Box 62 Healthy Mothers, Healthy Babes Coalition Department of Housing and Urban Development Oak Ridge, Tennessee 37830 U.S. Public Health Service 451 7th Street, S.W., Room 5100 (written complaints and inquiries only) Room 722-H, Hubert Humphrey Building Washington, D.C. 20410 200 Independence Avenue, S.W. (202) 755-7252 (District of Columbia) Washington, D.C. 20201 800-424-6600 (toll free elsewhere) Department of Health and Human (202) 245-6867 Office of interstate Land Sales AIDS Hotline Inspector General's Hotline Department of Housing and Urban Development (202) 646-8182 (District of Columbia (202) 472-4222 (District of Columbia) 451 7th Street, S.W., Room 4108 800-342-AIDS (toll free elsewhere) 800 363-6779 (toll free elsewhere) Washington, D.C. 20410 (202) 755 -8182

8 S6 SELECTED FEDERAL AGENCIES

Office of Real Estate Practices Department of Justice Employment and Training Department of Housing and Urban Development Antitrust Division Administration 451 7th Stree S.W., Room 9266 Look in your telephone directory under "U.S. Look in your telephone directory under "U.S. Washington, D.C. 20410 Government, Department of Justice, Antitrust Government, Department of Labor, Employment and Training Administration." If it does not ap- (202) 426-0070 Division." If it does not appear, contact the Fed- eral Information Center (FIC) nearest you (see pear, contact the Federal Information Center (FIC) nearest you (see page 91). If the FIC is Office of Single Family Housing page 91). If the FIC is unable to help you, write or Federal Housing Administration unable to help you, write or call: call: Department of Housing and Urban Development 451 7th Street, S.W., Room 9278 Director, Office of Public Affairs Office of Consumer Litigation Employment and Training Administration Washington, D.C. 20410 Civil Division (202) 755-3046 Department of Labor Department of Justice 601 D Street, N.W., Room 10418 Office of Title I insurance Loans Washington, D.C. 20530 Washington, D.C. 20530 (202) 724-6786 Department of Housing and Urban Development (202) 376-6270 451 7th Street, S.W., Room 9160 CivilRights Division Washington, D.C. 20410 Look in your telephone directory under "U.S. Employment Standards Administration (202) 755-6680 Government, Department of Justice, Civil Rignts Look in your telephone directory under "U.S. Division." If a does not appear, contact the Fed- Government, Department of Labor, Employment Office of Urban Rehabilitation eral Information Center (FIC) nearest you (see Standards Administration." It it does not appear, Department of Housing and Urban Development page 91). If the FIC is unable to help you, write or contact the Federal Information Center (FIC) 451 7th Street, S.W., Room 7168 call: nearest you (see page 91). if the FIC is unable to Washington, D.C. 20410 help you, write or call: (202) 755-5685 Civil Rights Division Department of Justice Office of Information and Consumer Services Main Justice Building Employment Standards Administration Department of the interior Washington, D.C. 20530 Department of Labor Bureau of Indian Affairs (202) 633-3847 Washington, D.C. 20210 Department of the Interior (202) 523-8743 Washington, D.C. 20240 (202) 343-7445 Drug Enforcemeth: Administration Labor Management Services Look in your telephone directory under 'U.S. Administration Nationt, Park Service Government, Department of Justice, Drug En- Look in your telephone directory under "U.S. Department of the Intend' forcement Division." If it does not appear, contact Government, Department of Labor, Labor Man- Washington, D.C. 20240 the Federal Information Center (F IC) nearest you agement Services Administration." If it does not (202) 343-4621 (see page 91). If the FIC is unable to help you, appear, contact the Federal Information Center write or call: (FIC) nearest you (see page 91). If the FIC is Division of Law Enforcement unable to help you, write or call: United States Rai. and Wildlife Service Drug Enforcement Administration Department of the Interior Department of Justice Office of Information P.O. Box 28006 400 6th Street, S.W. Labor Management Services Administration Washington, D.C. 20005 Room 2558 Department of Labor (202) 343-9242 Washington, D.C. 20024 Washington, D.C. 20210 (202) 633-1000 (202) 523-7408 Immigration and Naturalization Service Office of Information and Public Affairs Look in your telephone directory under "U.S. Mine Safety and Health Administration Government, Department of Justice, Immigra- Department of Labor tion and Naturalization Service." if it does not Ballston Towers #3 appear, contact the Federal Information Center Arlington, Virginia 22203 (FIC) nearest you (see page 91). If the FIC is (703) 235-1452 unable to help you, write or call: Occupational Safety and Health Immigration and Naturalization Service Administration Department of Justice Look in your telephone directory under "U.S. 25 E Street, N.W. Government, Department of Labor, °coupe- Washington, D.C. 20538 tiona: Safety and Health Administration." Ifit (202) 724-7796 does not appall:, contact the Federal Information Center (FIC) nearest you (see p.-ye 91).1,11 the FIC is unable to help you, wnte or call: Consumers, Remember: Department of Labor Office of Information IFirst, complain to the seller Occupational Safety and Health Administration General Inquiries Department of Labor 2It doesn t work. contact the company. Coordinator of Consumer Affairs Department of Labor Washington, D.C. 20210 (202) 523-8151 3 After that. contact an industry dispute Room S-1032 program, the Better Business Bureau, or a Washington, D.C. 20210 Veterans' Employment and Training local or state government office (202) 523-6060 Office of the Att.;stant Secretary for Veterins' Employment and Training 4Finally. contact a trade ass+ (ion or Department of Labor Federal agency. as listed in t. .e index Room S-1315 under specific complaint topics Washington, D.C. 20210 (202) 523-9116 5 The last resort is a small claims court or private lawyer 85 87 SELECTED FEDERAL AGENCIES

Department of State National Ride Sharing Information Center Director, Consumer Examinations Overseas Citizens Services Federal Highway Administration Comptroller of the Currency Department of State Department of Transportation Department of the Treasury Room 4811 Washington, D.C. 20590 490 L'Enfant Plaza, S.W. Washington, D.C. 20520 (202) 426-0210 Washington, D.C. 20219 (202) 447-1600 (202) 632-3444 (for non-emergencies) Office of Public Affairs and Consumer (202) 632-5225 (for emergencies) Participation (NOA-42) Internal Revenue Service National Highway Traffic Safety Look in your telephone directory under "U.S. Passport Services Administration Government, Department of the Treasury, Inter- Department of State Department of Transportation nal Revenue Service." if it does not appear, con - Washington, D.C. 20520 Washington, D.C. 20590 ft-4th ierferal Information Center (FIC) nearest (202) 532-4328 (202) 428-0870 .... is., page 91). Visa Services National Response Center United States Customs Service Department of State (oil and chemical spills) Look In your telephone directory under "U.S. Washington, D.C. 20520 Department of Transportation Government, Department of the Treasury, U.S. (202) 632-1972 Washington, D.C. 20590 Customs Service." If it does not appear, contact (202) 426 -2675 (District of Columbia) the Federal Information Center (FIC) nearest you Departmeht of Transportation 1100-424-5802(toll free elsewhere) (see page 91). if theIC is unable to help you, Auto Safety Hoare write or call: Department of Transportation United States Coast Guard Washington, D.C. 20590 Look in your telephone directory under "U.S. Office ofInspection) Control (202) 428-0123 (District of Columbia) Government, Coast Guard." if it doom not appear, United States Customs Service 800-424-9393 (toll free elsewhere) contact the Feder..., information Center (FIC) Department of the Treasury nearest you (see page 91). If the FIC is unable to 1301 Constitutic^ Avenue, N.W. Consumer Affairs Officer help you write or call: Washington, C.C. 20229 Department of Transportation (202) 566-8157 Washington, D.C. 20590 Office of Boating, Public and Consumer Affairs (202) 426-4518 (G-B) United States Coast Guard Environmental Protection Agency Department of Transportation Community and Consumer Liaison Division Office of Emergency and Remedial (APA-400) Washington, D.C. 20593 (202) 472-2384 Response Federal Aviation Administration Environmental Protection Agency Department of Transportation Office of Public Affairs (UPA-1) Washington, U.C. 20460 Washington, D.C. 20591 Urban Mess Transportation (202) 382-7917 (202) 426-1960 Admir ',Winton Emission Control Standards Department of Transportation Office Mobile Source Air Pollution Washington, D.C. 20590 Conoltrof (202) 426 -4043 Environmental Protection Agency Washington, D.C. 20460 Department of the Treasury (202) 382-7645 Bureau of Alcohol, Tobacco and Office of Public Affairs Firearms Environmental Protection Agency Look in your telephone directory under "U.S. Washington, D.C. 20460 Government, Department of the Treasury, (202) 382-4355 Bureau of Alcohol, Tobacco and Firearms." if It does not appear, contact the Federal Information Public Inquiries Center Center (FIC) nearest you (see page 91). if the Environmental Protection Agency FIC is unable to help you, write or call: Washington, D.C. 20460 (202) 382-7550 Bureau of Alcohol, Tobacco and Firearms Department of the Treasury Toxic Substances Control Act (TSCA) Room 4216 Assistance Office (phone only) 1200 Pennsylvania Avenue, N.W. (202) 554-1404 (District of Columbia) Washington, D.C. 20225 000424 9065 (toil free elsewhere) T.M. (202) 566-9100 Consumers, Remember: Bureau of the Mint Equal Employment Opportunity Consumer Affairs Commission 1 First. complain to the seller Bureau of the Mint Look in your teleehone directory under "U.S. Department of the Treasury Government Equal Employment Opportunity 2If that doesn't work. contact the company Room 1021 Commission:' if it does not appear, contact the 501 13th Street, N.W. Federal Information. Center (FIC) nearest you 3After that. contact an industry dispute Washington, D.C. 20220 (see page 91). If the FIC is unable to help you. program. the Better Business Bureau. or a (2021376-0461 contact or call: local or state government office Comptroller of the Currency Office of Program Operations 4Finally. contact a trade association or Look in your telephone directory under "U.S. Equal Employment Opportunity Commission Federal agency. as listed in the Index Government, Department of the Treasury. Washington, D.C. 20508 under specific complaint topics Comptroller of the Currency." If it does not ap- (202) 634-6831 pear, contact the Federal Information Center 5 The last reso I small claims court or (FIC) nearest you (see page 91). If the FIC8 private lawyer amm unable to help you, write or call: 88 SELECTED FEDERAL AGENCIES

Federal Communications Federal Energy Regulatory Government Printing Office Commission Commission Government Publications Consumer Assistance and Small Division of Intergovernmental Affairs Superintendent of Documents Federal Energy Regulatory Commission Publications Service Section Business Office Govemmont Printing Office Federal Communications Commission 825 North Capitol Street, N.E., Room 9200 Washington, D.C. 20401 1919 M Street, N.W., Room 252 Washington, D.C. 20426 (202) 275-3050 Washington, D.C. 20554 (202) 357-8392 (202) 632-7000 Subscriptions Superintendent of Documents For complaints about radio, TV or telephone Federal Home Loan Bank Board Look in your telephone directory under "U.S. Subscription Research Section Interference: Government Printing Office Look In your telephone directory under"U.S. Government, Federal Home Loan Bank Board, Office of Examination and Supervision." if it does Washington, D.C. 20402 Government, Federal Communications Com- (202) 275-3054 mission." If it does not appear, contact the Fed- not appear, contact the Federal Information eral Information Center (FIC) nearest you (see Center (FIC) nearest you (see page 91). If the page 91). If the FIC is unable to help you,write or FIC Is unable to help you, write or call: International Trade Commission call the office listed above. Department of Consumer and C;v11 Rights International Trade Commission Office of Community Investment 701 E Street, N.W., Room 156 Federal Deposit Insurance Federal Home Loan Bank Board Washington, D.C. 20436 Corporation 1700 G Street, N.W., Fifth Floor (202) 523-0161 Washington, D.C. 20552 Look in your telephone directory under "U.S. (202) 377-6211 Government, Federal Deposit Insurance Corpo- Interstate Commerce Commission ration." if it does not appear, contact the Federal and Consumer Information Center (FIC) nearest you (see page Federal Maritime Commission Officeof Compliance 91). if the FIC is unable to help you, write or call: Assistanco Office of Informal inquiries and Interstate Commerce Commission Office of Consumer Programs Complaints Washington, D.C. 20423 Federal Deposit Insurance Corporation Federal Maritime Commission (202) 275-7148 550 17th Street, N.W. 1100 L Street, N.W. Washington, D.C. 20429 Washington, D.C. 20573 National Consumer Cooperative (202) 389-4353 (District of Columbia) (202) 523-5807 Bank 800 -424-5488 (toll free elsewhere) Federal Reserve System, Board of Information Officer Governors of the National Consumer Cooperative Bank Federal Emergency Management 1630 Connecticut Avenue, N.W. Agency Look in your telephone directory under "U.S. Washington, D.C. 20009 Federal Insurance Administration 3overnment, Federal Reserve System, Board of (202) 745-4757 (District of Columbia) Federal Emergency Management Agency Governors of the." If it does not appear, contact 800-424-2481 (toll free elsewhere) Washington, D.C. 20472 the Federal Information Center (FIC) nearest you (202) 287-0750 (District of Columbia) (see page 91). If the FIC Is unable to help you, National Credit Union 100 - 638 -6820 (toll free elsewhere) write or call: Administration Office of Disaster Assistance Programs Federal Trade Commission Look in your telephone directory under "U.S. Look in your telephone directory under U.S. Government, National Credit Union Administra- Government, Federal Emergency Management Look in your telephone directory under "U.S. tion." If it does not appear, contact the Federal Agency. If it does not appear, contact the Federal Government, Federal Trade Commission." If it Information Center (FIC) nearest you (see page Information Center (FIC) nearest you (see page does not appear, contact the Federal Information 91). !f the FIC is unable to help you, write or call: 91). If the FIC is unable to help you, write or call: Center (FIC) nearest you (see page 91). If the FIC is unable to help you. wriisi or call: National Credit Union Administration Office of Disaster Assistance Programs 1776 G Street, N.W. Federal Emergency Management Agency Correspondence Office Washington, D.C. 20456 Washington, D.C. 20472 Federal Trade Commission (202) 357-1000 (202) 287-0550 6th and Pennsylvania Avenue, N.W. Room 701 National Labor Relaions Board Emergency Preparedness, self- Washington, D.C. 20580 (202) 523-3567 Office of tha Executive Secretary protection National Labor Relations Board Look in your telephone directory under U.S. Correspondence Office Room 701 Government, Federal Emergency Management Federal Trade Commission 1717 Pennsylvania Avenue, N.W. Agency. If it does not appear, contact the Federal 6th and Pennsylvania Avenue, N.W. Washington, D.C. 20570 Information Center (FIC) nearest you (see page Room 701 (202) 254-9430 91). If the FIC is unable to help you, write or call: Washington, D.C. 20580 (202) 523-3567 Office of Public Affairs National Transportation Safety Federal Emergency Management Agency Board Washington, D.C. 20472 General Services Administration (202) 287-03;0 National Transportation Safety Board Look in your telephone directory under "U.S. 800 Independence Avenue, S.W. U.S. Fire Administration Government, General Services Administration." Federal Emerge icy Management Agency Room 808 If it does not appear, contact the Federal Informa- Washington, D.C. 20594 National Emergency Training Center tion Center (FIC) nearest you (see page 91). (202) 382-6606 16825 S. Seton Avenue Emmitsburg, Maryland 21727 (301) 652-6080 or 6180 8 7 so SELECTED FEDERAL AGENCIES

Nuclear Regulatory Commission Securities and Exchange Veterans Adminis...mtion Office of Public Affairs Commission Look In your lolept Nuclear Regulatory Commission Office of Consumer Affairs and le directory under "U.S. Washington, D.C. 20555 information Services Government, Veterios Administration (VA) for (301) 492-7715 the nearest VA Regional Officeor VA Medical Securities and Exchange Commission Center." It it does not appear, contact the Federal 450 5th Street, N.W. Information Center (FIC) nearestyou (see page Office of the Federal Register Washington, D.C. 20549 91). If the FIC Is unable to help (202) 272-7440 you, contact: National Archives and Record Service Consumer Affairs Staff Office of the Federal Register Veterans Administration Washington, D.C. 20408 Small Business Administration Washington, D.C. 20420 (202) 523-5240 Office of Consumer Affairs (202) 389-2843 Small Business Administration Department of Memorial Affairs Pension Benefit Guaranty 1441 L Street, N.W., Room 503-D Cemetery Service Washington, D.C. 20416 Corporation Veterans Administration (202) 653 -6076 Suite 700 Washington, D.C. 20420 2020 K Street, N.W. (202) 275-1459 Washington, D.C. 20006 Tennessee Valley Authority (202) 254-4817 Department of Memorial Affairs Citizen Action Office Monuments Service Tennessee Valley Authority Veterans Administration Postal Rate Commission West Summit Hill Drive Washington, D.C. 20420 Office of the Consumer Advocate Knoxville, Tennessee 37902 (202) 275-1493 Postal Rate Commission (815) 632-4402 1100-362-4250 (toll free--- Tennessee) For information about VA medicalcare, contact Washington, D.C. 20288 any VA facility (consult your telephone directory (202) 254-3640 600-251-8242 (toll free--Alabama, Arkansas, Georgia, Kentucky, Mississippi, North for care facility serving your area)or contact: Carolina, Virginia) The Inquiries Unit (101B3) President's Committeeon Veterans Administration Employment of the Handicapped United States Postal Service Washington, D.C. 20420 Public Relations Office (202) 369-3014 President's Committee on Employment ofthe Chief Postal Inspector Handicapped United States Postal Service Veterins Assistance Service 1111 20th Street, N.W. Washington, D.C. 20260 Veterans Administration Washington, D.C. 20036 (202) 245-5445 Washington, D.C. 20420 (202) 389-2567 (202) 653-5044 For the consumers convenience, all Postal Of- fices and mall carriers have postage-freeCon- Railroad Retirement Board sumer Service Cards available for reporting mail problems and submitting comments andsugges- 425 13th Street, N.W., Room 622 tions. If the problem cannot be resolved using the Washington, D.C. 20004 Consumer Service Card or through direct contact (202) 724-0694 (between 9:00 a.m. and with the local Post Office, then contact: 3:30 p.m. Eastern time) Consurier Advocate United States Postal Service Washington, 0.(.;. 20260 (202) 245-4514

88 90 Federal InformationCenters North Carolina If you have questions about any service or agency In theFederal Government you may want to call the Charlotte (704) 376-3600 Federal Information Center (AC) nearest you for a free call or minimumlong-distance charge. FICs are prepared to help consumers find needed Information or locatethe right agency for help with problems. Ohio Akron (216) 375-5638 Cincinnati (513) 684-2801 Cleveland (216) 522-4040 Columbus (614) 221-1014 Alabama Iowa Dayton (513) 223-7377 From any Iowa location Birmingham (205) 322-8591 Toledo (419) 241-3223 Mobile (205) 438-101 800482-1558 (toll free) Oklahoma Alaska Kansas Oklahoma City (405) 231 -4868 Anchorage (907) 271-3E50 From any Kansas location 800-432-2934 (toll fide) Tulsa (918) 584-4193 Arizona Oregon Phoenix (602) 261-3313 Kentucky Portland (503) 221-2222 Louisville (502) 582-6261 Arkansas Pennsylvania Little Rock (501) 378-6177 Louisiana Philadelphia (215) 597-7042 New Orleans (504) 589-6696 Pittsburgh (412) 644-3456 California Los Angeles (213) 688-3800 Maryland Baltimore (301) 962 -4980 Rhode Island Sacramento (916) 440-3344 Providence (401) 331-5565 San Diego (619) 293-6030 San Francisco (415) 556-6600 Massachusetts Santa Ana (714) 838 -2386 Boston (617) 223-7121 Tennessee Chattanooga (615) 265-8231 Memphis (901) 521-3285 Colorado Michigan Nashville (615) 242-5056 Colorado Springs (303) 471-9491 Detroit (313) 226-7016 Denver (303) 234-7181 Grand Rapids (616) 451-2628 Pueblo (303) 544-9523 Texas Austin (512) 472-5494 Minnesota Dallas (214) 767 -8585 Connecticut Minneapolis (812) 349-5333 Fort Worth (817) 334-3624 Hartford (203) 527-2617 Houston (713) 229-2552 New Haven (203) 624-4720 Missouri San Antonio (512) 224-4471 St. Louis (314) 425-4106 Florida From other Missouri locations Utah Ft. Lauderdale (305) 522-8531 800-392-7711 (toll free) Salt Lake City (801) 524-5353 Jacksonville (904) 354-4756 Miami (305) 35C-4155 Nebraska Virginia Orlando 005) 122-1800 Omaha (402) 221-3353 Norfolk (804) 441-3101 St. Petersburg (8 :3) 893-34L From other Nebraska locations Richmond (804) 643-4928 800-842-8383 (toll free) Tampa (813) 229-7911 Roanoke (703) 982-8591 West Palm Beach (305) 833-75613 New Jersey Washington Hawaii Newark (201) 645-3600 Seattle (236) 442-0570 Honolulu (808) 546 -8620 Trenton (609) 396-4400 Tacoma (206) 383-5230

Illinois New Mexico Wisconsin Chicago (312) 353-4242 Albuquerque (505) ;U6-3091 Milwaukee (414) 271-2273 Indiana New York Gary (219) 883-4110 Albany (518) 483-4421 Indianapolis (317) 269-7373 Buffalo (716) 846-4010 New York (212) 264-4464 Rochester (716) 546-5075 Syracuse (315) 476-8545

91 89 Services for Handicapped Persons

National Institute of Handicapped Operator Services Federal TDD Numbers Research Many Federal departments and agencies have 330 C Street, S.W. Hearing and speech impaired people who telephone numbers for your useV you have a Room 3431, MES Building use a Telecommunications Device for the Telecommunications Device for the Deaf (TDD). Washington, D.C. 20201 Deaf (known as TDD or TTY) can ;het help (202) 472-4217 with calls made from a TOD to a 100 by Executive Office of the President using the following service: Office for Civil Rights The White House Office of Program Review and Assistance TDD/TTY Operator Services 1600 Pennsylvania Avenue, N.W. Division of External Technical Assistance 800 -855-1155 (toll free) Washington, D.C. 20500 330 C Street, S.W. (202) 456-6213 Room 5613, MES Building The TDD operator can help you if you have Washington, D.C. 20202 Telecommunications Devices for the Deaf Department of Agriculture (202) 245-1686 to make: Central Employment and Selective Office of Public Affairs Credit card calls (if you have a telephone Placement Oiffice 330 C Street, S.W. credit card) 14th Street and Independence Room 5120, MES Building Collect calls (calls paid for by the person Avenue, S.W. Washington, D.C. 20202 you are calling) Room 1078 South (202) 245-8717 Washington, D.C. 20250 Third number telephone calls (calls billed (202) 447-2436 to a number other than the one you are Office of Deafness and Communicative calling to or from) Disorders (RSA) Equal Employment Opportunity Office 330 C Street, S.W. Person-to-person calls (calls to a specific 14th Street and Independence Room 3414, MES Building person) 0 Avenue, S.W. Washington, D.C. 20202 Calls from a hotel or motel Auditors Building, Room 2405 (202) 245-0591,0574,0584 Calls from a coin phone (only credit card, Washington, D.C. 20250 collect or bill to third number calls) (202) 447-7327 The TOD operator can also help you: Department of Commerce Get the number if you have a problem 14th Street and Constitution with a call Avenue, N.W. Get assistance for problems with calls Room 1894 Get telephone numbers that you cannot Washington, D.C. 20230 find in the telephone book (202) 377-5588 Report problems with your telephone Consumer Product Safety Tho TDD operator cannot interpret voice to Commission T M. TOO or TOD to voice. 1111 18th Street, N.W. Remember, most calls made with the help Washington, D.C. 20207 000-421-5104 (toll freeMaryland) of an operator are more expensive. So dial 1100-6314-8270 (toll free elsewhere) calls yourself when you can to save money. Consumers, Remember:

Department of Education I First. complain to the seller Architectural and Transportation Barriers Compliance Board 2If that doesn t work, contact the company Room 1010, MES Building 330 C Street, S.W. 3After that. contact an industry dispute Washington, D.C. 20201 program, the Better F3esiness Bureau. or a (202) 245-1801 local or state government office

Captioning and Adaptations 4Finally, contact a trade asscwiation or Branch (OSE) Federal agency. as listed in the Index 400 6th Street, S.W. under specific complaint topics Room 4046, Donohoe Building Washington, D.0 20202-4714 5 The last resort is a small claims court or (202) 472.156 private lawyer (202) 472-1356 90 93 SERVICES FOR HANDICAPPED PERSONS

Handicapped Concerns Staff Region VIArkansas, Louisiana, New Food and Drug Administration 330 C Street, S.W. Mexico, Oklahoma, Texas 200 C Street, S.W. Room 3124, MES Building Officefor Civil Rights Room 1825 Washington, D.C. 20202 1200 Main Tower Washington D.C. 20204 (202) 472-3731 Dallas, Texas 75202 (202) 245-1441 (214)767-8599 Department of Education Public Health Service Rehabilitation Services Administration 5600 Fishers Lane Regional 0Mces 1200 Main Tower Room 5807 Dallas, Texas 75202 Parklawn Building Region IConnecticut, Maine, (214) 767-2961 Rockville, Maryland 20857 Massachusetts, New Hampshire, Rhode (301) 443-4229 Island, Vermont Region Vu - -Iowa, Kansas, Missouri, Officefor CM Rights Nebraska Food and Drug Administration 140 Federal Street Office for Civil Rights 5600 Fishers Lane Boston, Massachusetts 02110 3'44 East 11th Street Room 12803 (617) 233-1111 2d8h Floor Parklawn Building Kesas City, Mlissarri 64106 Rockvilm, Maryland 20857 Rehabilitation Services Administration (810.374-5025 (301) 443-1818 John F. Kennedy Federal Building Room E-400 RegloiiNIIIColorado, Montana, North Social Security Administration Boston, Massachusetts 02203 Dakota,t1outh Dakota, Utah, Wyoming 6401 Security Boulevard (617) 223-6820 Office for COI Rights Baltimore, Maryland 21235 1961 Stout&rest 600-325-0768 (toll free) Region II--New York, New Jersey, Puerto Denver, Colordo 80294 Rico, Virgin islands (303) 837 -3417 Office for CM Rights Department of Housing and Urban 26 Federal Plaza Rehabilitation Services Administration Development New York,New York 10278 1961 Stout Street 451 Seventh Street, S.W. (212) 264-9464 Denver, Colorado 80294 Washington, Dc. 20410 (303) 837 -2137 (202) 755-5857 Rehabilitation Services Administration 26 Federal Plaza Region IXArizona, California, Hawaii, New York, New York 10278 Nevada, Guam, Trust Territory of Pacific Department of Justice (212) 264-4714 islands, American Samoa Equal Employment Opportunity Office Office for CivilRights 10th Street and Constitution Avenue, N.W. Region NIDelaware, Maryland 1275 Market Street Washington, D.C. 20530 Pennsylvania, Virginia, West Virginia, District San Francisco, California 94103 (202) 633-3696 of Columbia (415) 556-1933 Technical Assistance Office Gateway Building Region XAlaska, Idaho, Oregon, library of Congress 3535 Market Street Washington 1st Street and Independence Avenue, S.E. Philadelphia, Pennsylvania 19101 Office for Civil Rights Washington, D.C. 20540 (215) 596-6794 2901 Third Avenue (202) 287-6200 Mail Stop 106 Rehabilitation Services Administration Seattle, Washington 98121 Gateway Bileiding (206) 442-4542 Office of Personnel Management 3535 Market Street, Room 3350 Federal Job Information Center Philadelphia, Pennsylvania 19101 Rehabilitation Services Administration 1900 E Street, N.W. (215) 596-0319 2901 3rd Avenue Washington, D.C. 20415 Mail Stop 106 (202) 632-6063 Region IVAlabama, Florida, Georgia, Seattle, Washington 98121 Kentucky, Mississippi, North Carolina, South (206) 442-4442 Selective Placement Program Division Carolina, Tennessee 1900 E Street, N.W. Officefor Civil Rights Federal Communications Room 7H17 101 'Marietta Street Commission Washington, D.C. 20415 Atlanta, Georgia 30323 1919 M Street, N.W. (202) 632-6673 (404) 221-2010 Washington, D.C. 20554 Rehabilitation Services Administration (202) 632-6999 President's Committee on 101 Marietta Street Employment of the Handicapped Atlanta, Georgia 30323 Dec=nt of Henith and Human 1111 20th Street, N.W., Suite 600 (404) 221-2010 Washington, D.C. 20036 (202) 653-5337 Region V--glinols, imitate, Michigan, HandicappedEmployment Program Minnesota, Oh lo, Wisconsin 200 Independence Avenue, S.W. Washington, D.C. 20201 Rehabilitation Services Administration (202) 245 -6568 160 North LaSalle Room 1020 Office of Civil Rights Chicago, Illinois 60601 200 independence Avenue, S.W. (312) 793-3040 Washington, D.C. 20201 (202) 426-7307

91 94 SERVICES FOR HANDICAPPED PERSONS

For more information, send name and address Securities and Exchange Books for Blind and to: Commission Physically Handicapped National Library Service for the Personnel Persons Blind and Physically Handicapped 450 Fifth Street, N.W. The Library of Congress Room 1C45 Washington, D.C. 20542 Washington, D.C. 20549 (202) 272-2550 The Library of Congress has a free reading pro- Recording fo$ the Blind (RFB) is a national non- gram for blind and physically handicapped indi- profit service organization that provides free cas- viduals and offers brained and recorded books settes of educational textbooks to medically cer- Department of Transportation and magazines to persons who cannot hold a tified Individuals. Eligibility extends to visually, 400 Seventh Street, S.W. book or see well enough to read regular print. physically, and perceptually handicapped indi- Washington, D.C. 20590 Special playback equipment is available on a viduals. One of APB's special services is a collec- (202) 755-7687 loan basis from the Library of Congress and cas- tion of cassettes of a wide variety of consumer settes and recordings on discs can be ordered publications from the Federal Government. National Highway Traffic Safety from about one hundred sixty cooperating li- For more Information and an application contact: Administration braries. Anyone who is medically certified as un- 400 Seventh Street, S.W. able to hold a book or read ordinary print because Student Services--CI Room 6125 of a visual handicap can borrow these materials Recording for the Blind, Inc. Washington, D.C. 20590 postage-free and retum them in the same man- 20 Roszel Road (202) 426-4844 - 472-7040 ner. Princeton, New Jersey 08540 (609) 452-0606 Department of the Treasury 800-221-4792 (toll free outside New Jersey) 15th Street and Pennsylvania Avenue, N.W. Washington, D.C. 20226 (202) 287-4097

Internal Revenue Service 1111 Constitution Avenue, N.W. Washington, D.C. 20224 800-382-4049 (toll freeIndiana) 800 - 423-4732 (toll free elsewhere)

95 Index Air Freight, hazardous cargoes This alphabetical Index will help you find the right organization to Department of Transportation, Federal Aviation Administration 88 contact about your complaint. First look for the specific topicsuch as Automobile Insurancethat you're having a problemwith. Airline Passengers Association 47 Under that topic heading, you'll find listed one or more contacts, followed by the Handbook page number where you'll find their Airlines address. The contact most likely to help you is listed first. If you get Airline Passengers Association 47 SEE ALSO Air Fares and Routes no satisfaction, then go on down the Ilst to the next, and so on.Most will tell car. +mon topic areas are listed here. Sometimes, an entry Air Pollution you to SEE another entry for the list of contacts. SEEALSO refer- SEE Conservation/Environment; Indoor Air Quality ences direct you to other topics that may be related to your problem and may help you pinpoint the right contact. The Index also lists all Air Routes the sections In the Handbook, Individual trade associations, and SEE Air Fares and Routes Federal Government agendes and their subdivisions. Air Safety Airline Passengers Association 47 Department of Transportation, Federal Aviation Administration 88 ACTION 85 Air Travel (general) Action Media Programs 7 SEE Air Fares and Routes; Travel(general)

Administrative Conference of the United States 85 Aircraft Noise Level Standards SEE Noise Level Standards for Aircraft Advertising, fraudulent and deceptive practices State and local Consumer Protection Offices 49 Alcoholic Beverages National Advertising Division of the Council of Better Business Distilled Spirits Council of the United States 47 Bureaus 39 Wine Institute 48 Federal Trade Commission 89 Department of the Treasury, Bureau of Alcohol, Tobacco, and SEE ALSO Mail Fraud and Misrepresentation; Radio/TV Political Firearms U Advertising Alternative Fuels State Energy Conservation Offices (Consult local phone directory) Aging ACTION 85 SEE ALSO Conservation/Environment; Solar Energy State Aging Offices 69 Department of Health and Human Services, Administration on Aging Amateur and Radio-Telephone Operator Permits 86 SEE Radio, amateur and radio-telephone operator permit SEE ALSO Sodal Security Benefits examinations

Agriculture, Department of American Apparel Manufacturers Association 47 Agricultural Marketing Service 85 Animal Care Staff, Veterinary Services 85 American Collectors Association 47 Cooperative Extension Service 85 farmers Hama Administration 85 American Council of Life Insurance 47 Federal Crop Insurance Corporation 85 Food and Nutrition Service 85 American maalth Care Association 47 Meat and Poultry Hotline 85 Office of the Consumer Advisor 85 American Hospital Alisociation 47

Aid to Families With Dependent Children American Hotel and Motel Association 47 State or local Public Welfare or Social Services Offices (Consult local phone directory) American Meat Institute 47

AIDS Hotline 88 American Movers Conference 47

Air Fares and Routes American Public Transit Association 47 Civil Aeronautics Board 85 American Society of Travel Agents, Inc. 47

American Textile Manufacturers Institute, Inc. 47

97 9.3 INDEX

AMTRAK 85 Banks, state chartered, not members of the Federal Reserve but insured by FDIC Animals State Banking Authorities 85 SEE Humane Societies; Humane Treatment and Interstate Shipment Federal Deposit Insurance Corporation 89 of Animals; Importation of Prohibited Animals; Quarantine of Animals Better Business Bureaus 39

Antitrust Better Hearing Institute 47 Department of Justice, Antitrust Division 87 Federal Trade Commission 89 Bicycle Safety Consumer Product Safety Commission 85 Aparbnents SEE Housing (general) Black Lung Benefits Department of Gabor 87 Appliances (general) Corporate Consumer Contacts 11 Blind, books for Major Appliance Consumer Action Panel (MACAP) 45 SEE Services for Handicapped Persons SEE ALSO Appliances, safety; Energy Efficiency Labeling Blue Cross and Blue Shield !asociations, Inc. 47 Appliances, safety Consumer Product Safety Commission 85 Boatir. oefet Department of Transportation, United States Coast Guard, Office of Association of Physical Fitness Centers 47 Boating, Public and Consumer Affairs 88 SEE ALSO Cruise. Associations 47 Bonds Automobile Insurance SEE Stodce/Bonds Insurance Information Institute 48 State Insurance Regulators 73 Broadcasting SEE Radio/TV Broadcasting Automobile Manufacturers Corporate Contacts 29 Brokers, stocks/bonds Automobile Safety National Association of Securitee Dealers 46 Auto Safety Hotline 88 SEE ALSO Stocks/Bonds National Highway Traffic Safety Administration 88 Bus Baggage, Rates, and Service Automobiles, newdefects, sales, and warranties Interstate Commerce Commission 89 Automobile Manufacturers Corporate Contacts 29 Automotive Consumer Action Program (AUTOCAP) 45 Better Business Bureaus 39 Industry ThirdParty Dispute Resolution Programs 45 State and local Consumer Protection Offices 49 Federal Trade Commission 09 SEE ALSO Information Stickers on New Cars; Motor Vehicles (general); Recalls, automobiles and automobile equipment; Repairs and Repair Facilities; Safety Standards for Domestic and Foreign Vehicles

Automobiles, useddefects, sales, and warranties AUTOCAP 45 State and local Consumer Protection Offices 49 Federal Trade Commission 89 SEE ALSO Motor Vehicles (general); Odometer Tampering; Recalls, automobiles and automobile equipment; Repairs and Repair Facilities

Automotive Consumer Action Program (AUTOCAP) 45

Banks (general) SEE Banks, nationally chartered; Banks, state chartered, members of the Federal Reserve; Banks, state chartered, not members of the Federal Reserve but insured by FDIC; Credit Unions, federally Consumers, Remember: T.M. chartered; Electronic Fund Transfer; Savings and Loan institutions 1. First, complain to the seller. Banks, nationally chartered (banks with the word "national" or initials N.A. in their names, and District of Columbia banks) 2.tf that doesn't work, contact the company. Department of the Treasury, Comptroller of the Currency 88 3. After that, contact an industry dispute program; the Better Banks, state chartered Business Bureau; or a local or state government office. State Banking Authorities 85 4. Finally, contact a tale association or Federal agency, as listed in Banks, state chartered, mernt ers of the Federal Reserve System the Index under specific complaint topics. State Banking Authorities 65 Board of Governors of the Federal Reserve System 89 5. The last resort is a small claims court or private lawyer. 96 94 INDEX

Bus Safety (lnterdty and charter) Commerce, Department of Department of Transportation, Federal Highway Administration U Commissioner of Patents and Trademarks 85 Office of Consumer Affairs 85 Business Opportunities Office of the Sdidtor 85 SEE Franchises/Business Opportunities Office of Utilization Research 86 Office of Weights and Measures 86 Cable Television Federal Communications Commission 89 Commission on Civil Rights 85 SEE ALSO Radio/TV Broadcasting Commodity Futures Trading Camera Stores, Products, and Services Commodity Futures Trading Commission 85 Photo Marketing Association 48 Commodity Futures Trading Commission 85 Cancer Hotline 66 Common Carrier Cargo SEE Telephone and Telegraph (general) SEE Air Freight, hazardous cargoes; Highway Freight, hazardous cargoes; Rail Freight, hazardous cargoes; Rail Freight, rates, Communications (general) services, and daims; Truck Freight; Waterways, hazardous freight; Federal Communications Commission 89 Waterways, inlandfreight shipments SEE ALSO Cable Television; Radio; Radio/TV Broadcasting; Radio, TV, and Telephone Interference; Telephone and Carpet and Rug Institute 47 Telegraph (general)

Carpets (new and installation) Competition Carpet and Rug Institute 47 SEE Antitrust

Cars Complaints SEE Automobiles Handling Your Own Complaint 3 How To Write a Complaint Letter 4 Charitable Organizations, reports on Sources of Help 6 Better Business Bureaus 39 Computers, home Chemical Spills Electronic Industries Association 48 Department of Transportation, National Response Center U Condominium Conversion Child Abuse State and local Consumer Protection Offices 49 National Center on Child Abuse and Neglect 88 Conservation /Erwironment Child Support State Energy Conservation Offices (Consult local phone directory) Department of Health and Human Services, Office of Child Support Environmental Protection Agency, Public Inquiries Centee88 Enforcement 86 SEE ALSO Alternative Fuels; Chemical Spills; Emission Control Standards; Energy (general); Energy Efficiency Labeling; Fuel Children's Sleepwear Economy Standards; Fuel Economy Testing and Labeling; Fuel American Apparel Manufacturers Association 47 Saving Devioes/Additives; Noise Level Standards for Aircraft; Oil Consumer Product Safety Commission 85 Spills; Ride Sharing; Solar Energy

Citizen and Amateur Radio Consular Services (items purchased in foreign countries) SEE Radio, citizen and amateur Department of State, Overseas Citizens Services 88

Civil Aeronautics Board 85 Consumer Credit Counseling Services National Foundation for Consumer Credit 48 Civil Rights (general) Department of Justice, Civil Rights Division 87 Consumer Electronics Commission on Civil Rights 85 Electronic Industries Association 48 Department of Health and Human Services, Office for CivilRights 86 SEE ALSO Discrimination in Housing; Discrimination in Jobs;Unfair Consumer Groups, private and voluntary 8 Labor Practices; Veterans Benefits Consumer Product Safety Commission 85 Civil Rights, Commission on 85 Cooperative Extension Service 85 Clothing American Apparel Manufacturers Association 47 Corporate Consumer Contacts 11 American Textile Manufacturers Institute 47 National Association of Hosiery Manufacturers 48 Correspondence Courses National Home Study Council 48 Clothing/Fabric Labeling Federal Trade Commission 89 Federal Trade Commission 89 SEE ALSO Education (general)

Collection Agencies Cosmetics American Collectors Association 47 Department of Health and Human Services, Food and Drug SEE ALSO Credit; Credit Counseling Administration 86

Courts, Small Claims SEE Small Claims Courts

99 INDEX

Credit Door-to-Door Sales Federal Trade Commission 89 Direct Selling Association 47 SEE ALSO Credit Counseling; Loans (If complaint Involves State and local Consumer Protection Offices 49 Consumer Leasing, Equal Credit, Credit Bitting, Credit Reporting, Federal Trade Commission 89 Debt Collection Practices, Credit Cost Disclosures. SEE ALSO Banks; Credit Unions; Savings and Loan Institutions for Drugs Wawa) appropriate contact for Institution Involved. If complaint Pharmaceutical Manufacturers Association 48 concerning these issues invokes mortgage bankers, consumer Department of Health and Human Services, Food and [hug finance companies, retail department stores, all other creditors, Administration 86 and all nonbank credit card issuers, contact the Federal Trade SEE ALSO Pharmacies Commission) Drugs, dangerous and narcotics Credit Counseling Department of Justice, Drug Enforcement Administration 87 National Foundation for Consumer Credit 48 SEE ALSO Collection Agencies; Credit Drugs, illegal traffic on high seas Department of Transportation, United States Coast Guard 88 Credit Unions, federally chartered National Credit Union Administration 89 Drugs, packaging and labeling Department of Health and Human Services, Food and Drug Crop Insurance Administration 86 State Insurance Commissioners 73 Department of Agriculture, Federal Crop Insurance Corporation 85 Drycleaning International Fabricare Institute 48 Cruises State and local Consumer Protection Offices 49 Federal Maritime Commission 89 Centers for Disease Control (for complaints about unsanitary Education (general) conditions) 86 Local School Board or School Superintendent, State Boards of SEE ALSO Boating Safety; Travel Agents; Vacation Package Tours Education (Consult local phone directory) Department of Education, Office of Public Participation and Special Customs Concerns 84 Department of the Treasury, United States Customs Service 88 SEE ALSO Correspondence Courses; Employment Job Training; Federal Indian School System; School Lunch Program Debts Standards; Services for Handicapped Persons; Student Aid; SEE Credit Counseling; Wages Trade and Vocational Schools; Veterans Benefits

Deceptive Advertising Practices Education, Department of SEE Advertising Clearing House on the Handicapped PA Federal Student Financial Aid Program NI Dentists Office of Public Participation and Special Concerns 88 State Dental Association or Licensing Boards (Consult local phone directory) Electronic Fund Transfer (EFT) Board of Governors of the Federal Reserve System 89 Dependent Children Federal Trade Commission 89 SEE Aid to Families With Dependent Children Electronic Industries Assodation 48 Detergents SEE Soap Emergency Preparedness, salf-protection Federal Emergency Management Agency 89 Direct Marketing Association 47 Emission Control Standards, automobiles Direct Sailing Association 47 Environmental Protection Agency, Office of Mobile Source Ali Pollution Control 88 Disability Benefits SEE Black Lung Benefits; Social Security Benefits; Veterans Benefits Employment Agencies National Association of Personnel Consultants 48 Disaster Recovery Association State and local Consumer Protection Offices 49 Federal Emergency Management Agency, Office of Disaster Assistance Programs 89 Employment Job Training Department of Labor, Employment and Training Administration 87 Discrimination in Housing SEE ALSO Veterans Benefits Department of Housing and Urban Development, Office of Fair Housing and Equal Opportunity 88 Energy (general) SEE ALSO Civil Rights Department of Energy, Office of Consumer Affairs 86 Department of Energy, Technical Information Center 88 Discrimination in Jobs Federal Energy Regulatory Commission 89 Equal Employment Opportunity Commission 88 Tennessee Valley Authority 90 Department of Labor 87 SEE ALSO Alternative Fuels; Conservation/Environment; Solar SEE ALSO Civil Rights; Unfair Labor Practices Energy

Distilled Spirits Council of the United States 47 Energy, Department of Conservation and Renewable Energy Inquiry and Referral Service 86 Doctors Consumer Inquiries Weatherization Assistance 86 SEE Physicians Office of Consumer Affairs 86 Technical Information Center 88

100 96 INDEX

Energy Efficiency Labeeinii Fire Hazards, r,afety, indoor Department of Energy, Conservation and Renewable Energy Inquiry Consurrvir Product Safety Commission (generally limited to and Referral Service 86 coinpaints about smoldering fires involving mattresses, bedding, Federal Trade Commission 89 upholstered furniture, and fabrics) 85 SEE ALSO Appliances (general); Appliances, safety; Conservation/Environment Fire Hazards, safety, indoor and outdoor Federa I Emergency Management Agency, U.S. Fire Administration 89 Environment SEE Conservation/Environment Fire Insure:me National Association of Professional Insurance Agents 73 Environmental Protection Agency State Insui lance Regulators National Response Center IS Office of Emergency and Remedial Response 88 Firearms Office of Mobile Source Air Pollution Control 88 Department of the Treasury, Bureav of Alcohol, Tobacco and Office of Public Affairs 88 Firearms 88 Public Inquiries Center U Toxic Substances Control Act (TSCA) Assistance Office 88 Fish/Fish Products Department of Commerce, National Marine Fisheries Service 86 Equal Employment SEE Discrimination in Jobs Flammable Fabrics SEE Fabrics, flammability Equal Employment Opportunity Comm .1 88 Mood Insurance Fabrics (general) Federal c.rnergency Management Agency 89 American Textile Manufacturers Institute 47 International Fabricate Institute 48 FinHA Insured Loans SEE ALSO Fabrics, clothing,Nabric labeling; Fabrics, flammability; Department of Agriculture, Farmers Home Administration 85 Fabrics, upholstery and drapery Food and Drug Administration 86 Fabrics, flammability Consumer product Safety Commission 85 Food and Nutrition (general) National Food Processors Association 48 Fabrics, upholstery and drapery Department of Agriculture, Food and Nutrition Service 85 American Textile Manufacturers Institute 47 Department of Agriculture, Office of the Consumer Advisor 85 Department of Health and Human Services, Food and Drug Federal Agencies Administration 88 SEE Selected Federal Agencies SEE ALSO Fish/Fish Products; Food Grading; Food Labeling, Quality, and Safety; Food Packaging and Labeling, Quality, and Federal Communications Commission 89 Safety; Food Stamps; School Lunch Program Standards

Federal Deposit Insurance Corporation 89 Food Grading Department of Agriculture, Agricultural Marketing Service 85 Federal Emergency Management Agency 89 Food Labeling, Quality, and Safety (meat and poultry) Federal Energy Regulatory Commission 89 American Meat Institute 47 Department of Agriculture, Food Safety and Inspection Service, Meat Federal Hc.me Loan Bank Board 89 and Poultry Hotline 85 SEE ALSO Food and Nutrition Federal Indian School System Deoattment of the Interior, Bureau of Indian Affairs 87 Food Packaging and Labeling, Quality, and Safety (except meat and Poultry) Federal Information Centers 91 Department of Health and Humeri Services, Food and Drug Administration 88 Federal Maritime Commission 89 SEE ALSO Food and Nutrition

Federal Register, Office of the 90 Food, processed National Food Processors Association 48 Federal Regulations SEE ALSO Food and Nutrition; Food Packaging and Labeling, General Services Administration 89 Quality, and Safety Office of the Federal Register, National Archives and Records Service 90 Food Quality SEE Food Packaging and Labeling, Quality, and Safety; Food Federal Rosario System, Board of Governors of the 89 Labeling, Quality, and Safety

Federal Trade Commission 89 Food Safety SEE Food Labeling, Quality, and Safety; Food Packaging and FHA Loans Labeling, Quality, and Safety Department of Housing and Urban Development, Federal Housing Administration $7 Food Stamps Local Public Welfare or Social Service Office (Corasuit local phone directory) Department of Agriculture 85

97 101 Franchises/Business Opportunities Handling Your Own Complaint 3 State and local Consumer Protection Offices 49 Better Business Bureaus 39 Hazardous Cargoes International Franchise Association 48 SEE Air Freight; Highway Freight; Rail Freight, hazardous cargoes; Federal Trade Commission 89 Waterways, hazardous freight

Fraudulent Advertising Health (general) SEE Advertising National Coundl of Health Centers 48 American Health Care Association 47 Freight Department of Health and Human Services, National Health SEE Air Freight; Highway Freight; Rail Freight, hazardous cargoes; Information Clearinghouse 88 Rail Freight, rates, services, and claims; Truck Freight; Waterways, Healthy Mothers, Healthy Babies Coalition 68 inland - freight shipments; Waterways, hazardous freight SEE ALSO Drugs; Health Maintenance Organizations (HMOs); Health Spas; Hearing Aids; Hospital Services; Immunizations; Fuel Economy Standards for Automobiles and Light Trucks Job Safety and Health; Medicaid; Medical Devices; Medical Department of Transportation, National Highway Traffic Safety Records; Medicare; Medigap; Nursing Homes; Pharmacies; Administration, Division of Motor Vehicles Requirements 88 Physical Fitness; Second Surgical Opinion; Services for Handicapped Persons; Veterans Benefits Fuel Economy Testing and Labeling, automobiles Environmental Protection Agency, Vehicle Emission Laboratory 88 Health and Human Services, Department of AIDS Hotline 86 Fuel Saving Devices/Additives, automobiles Administration on Aging 86 State and local Consumer Protection Offices 49 Cancer Hotline CS Federal Trade Commission 89 Centers for Disease Control 88 Environmental Protection Agency, Public Inquiries Center 88 Division of Long-Term Care, Health Care Financing Administration 88 Department of Energy, Office of Consumer Affairs 86 Food and Drug Administration 86 Handicapped Infants Hotline 86 Fuels, alternative Health Care Financing Administration 88 SEE Alternative Fuels Health Maintenance Organizations 86 Healthy Mothers, Healthy Babies Coalition 86 Funerals and Funeral Directors Inspector General's Hotline 66 Funeral Service Consumer Action Program (ThanaCAP) 45 National Center on Child Abuse and Neglect 88 State and local Consumer Protection Offices 49 National Health Information Clearinghouse 88 Federal Trade Commission 89 Office of Child Support Enforcement 86' SEE ALSO Veterans Benefits Office for Civil Rights 88 President's Coundl on Physical Fitness and Sports 86 Funeral Service Consumer Action (ThanaCAP) 45 Runaway Hotline 86 Second Surgical Opinion Program 86 Furniture Social Security Administration 86 Furniture Industry Consumer Advisory Panel (FICAP) 45 Consumer Product Safety Commission (complaints about smoldering fires involving mattresses, bedding, upholstered furniture, and fabrics) 85

Furniture Industry Consumer Advisory Panel ( FICAP) 45

Futures SEE Commodity Futures Trading

Garnished Wages SEE Wages Gas Heating Systems Consumers, Remember: SEE Heating System Safety, gas fired 1.First, complain to the seller. Gasoline Pumps SEE Weights and Measures 2.II that doesn't work, contact the company

General Services Administration 89 3. After that, contact an industry dispute program; the Better Business Bureau; or a local or state government office. Government Printing Office 89 4. Finally, contact a trade association or Federal agency, as listed in Government Publications the Index under specific complaint topics. Government Printing Office, Superintendent of Documents 89 Genera*, Services Administration 89 5. The last resort .s a small claims court or private lawyer.

Grading, food SEE Food Grading

Handicapped Infants Hotline 86

Handicapped Persons SEE Services for Handicapped Persons 98 102 INDEX

Health Insurance Housing (general) Blue Cross-Blue Shield Assosiations, Inc. 47 State and local Consumer Protection Offices 49 Health Insurance Association of America 48 Manufactured Housing Institute 48 National Association of Home guilders 48 Health Insurance Association of America 48 Industry Third-Party Dispute Resolution Programs 45 Department of Housing and Urban Development88 Health Maintenance Organizations (HMOs) SEE ALSOSingle-Family Housing Department of Health and Human Services, Health Maintenance Organizations 88 Housing and Urban Development, Department of Mobile Home Standards Division88 Health Spas Office of Fair Housing and Equal Opportunity86 State and local Consumer Protection Offices 49 Office of Interstate Land Sales88 Association of Physical Fitness Centers 47 Office of Real Estate Practices 07 Federal Trade Commission 89 Office of Single Family Housing 87 Office of Title I Insurance Loans 87 Hearing Aids Office of Urban Rehabilitation 87 State and local Consumer Protection Offices 49 Better Hearing Institute 47 Housing, discrimination Federal Trade Commission 89 SEE Discrimination In Housing Department of Health and Human Services, Food and Drug Administration 88 Housing, migrant SEE Migrant Housing Hearing Impaired SEE Services for Handicapped Persons How To Write a Complaint Letter 4

Heating System Safety, gas fired Humane Societies Consumer Product Safety Commission 85 (Consult local phone directory) SEE ALSOHumane Treatment and Shipment of Animals; Highway Design and Construction Standards Importation of Prohibited Animals; Quarantine of Animals Department of Transportation, Federal Highway Administration 88 Humane Treatment and Interstate Shipment of Animals Highway Freight, hazardous cargoes Department of Agriculture, Veterinary Services 85 Department of Transportation, Federal Highway Administration 88 SEEALSOHumane Societies; Importation of Prohibited Animals; Quarantine of Animals Home Furnishings 8EE Carpets; Fabrics (general); Fire Hazards; Furniture; Paint IllegalDrugs Dealers; Paints; Wall Coverings SEE Drugs, dangerous and narcotics; Drugs, illegal traffic on high seas Home Improvement Loans Department of Housing and Urban Development, Office of Title I Immigration and Naturalization Insurance Loans 87 Department of Justice, Immigration and Naturalization Service 87

Home Improvements Immunizations State and local Consumer Protection Offices 49 Personal Physician, School Nurse, Local School System, or Local SEE ALSOAdvertising; Appliances; Product Quality; Remodeling; Health Department (consult local phone directory) Warranties Department of Health and Human Services, Centers for Disease Control Home Loans Federal Home Loan Bank Board 89 Importation of Prohibited Animals SEEALSOBanks; Credit; FHA Loans; FmHA Loans; Veterans Department of the Interior, United States Fish and Wildlife Service 87 Benefits SEE ALSOHumane Societies; Humane Treatment and Shipment of Animals; Quarantine of Animals Homeowners Insurance Insurance Information Institute 48 Indoor Air Quality Department of Housing and Urban Development, Office of Title I Consumer Product Safety Commission 85 Insurance Loans 87 SEE ALSOAir Pollution

Homes, mobile Industry Third -Party Dispute Resolution Programs 45 SEE Mobile Homes Information Stickers on New Cars Hosiery Department of 1.0tice, Antitrust Division 87 SEE Clothing SEEALSOAutomobiles, new

Hospital Services In-home Sales American Hospital Association 47 SEE Doorto-Door Sales

Hotels Inspector General's Hotline86 American Hotel and Motel Association 47

Hotline Media Programs 7

Household Goods SEE Moving and Storage 99 103 INDEX

Insurance (general) Labor Practices State Insurance Regulators 73 Department of Labor, Coordinator of Consumer Affairs 87 American Council of Life Insurance 47 Department of Labor, Employment Standards Administration 87 Insurance Information Institute 48 SEE ALSO Civil Rights; Employment Job Training; Job Safety and SEE ALSO FmHA Insured Loans; Health Insurance; Auto, Crop, Health; Labor Unions; Mine Safety and Health; Unfair Labor Fire, Flood, Homeowners Insurance; Workers Compensation; Practices; Wages; Workers' Compensation Veterans Benefits Labor Unions Insurance Information Institute 48 Department of Labor, Labor Management Services Administration 87

Interference, radio, TV, telephone Labor, unfair practices SEE Radio, TV, and Telephone Interference SEE Unfair Labor Practices

Interior, Department of the Land Sales, Interstate commerce or through the mail Bureau of Indian Affairs 87 Department of Housing and UrbahDevelopment, Office of Interstate Nationet Park Service 87 Land Sales 88 United States Fish and Wildlife Service 87 Federal Trade Commission 89 SEE ALSO Real Estate Practices, Real Estate Settlement Internal Revenue Service Be Procedures

International Fabricare Institute 48 Lawyers 8

International Franchise Association 48 Legal Aid and Legal Services 8

International Mail Legal Services Corporation 8 SEE Mall, international, duty assessment Licensing Boards, occupational and professional 7 International Trade Commission 89 Life Insurance Interstate Commerce Commission 89 State Insurance Regulators 73 American Council of Life Insurance 47 Interstate Land Sales SEE Land Sales Loans SEE Banks; Credit; FHA Loans; FmHA Insured Loans; Home Investments Improvement Loans; Home Loans; Veterans Benefits SEE Brokers, stocks/bonds; Commodity Futures Trading; Franchises/Business Opportunities; Mutual Funds; Stocks/Bonds Long-term Care SEE Nursing Homes; Social Services; Veterans Benefits Job Safety and Health Department of Labor, Occupational Safety and Health Administration Magazines 87 Publishers Clearing House 48

Job Training Mail Fraud and Misrepresentation SEE Employment Job Training Local Postmaster or Postal Inspector SEE ALSO Veterans Benefits United States Postal Service, Chief Postal Inspector 90 SEE ALSO Advertising, fraudulent and deceptive practices Justice, Department of Antitrust Division 87 Mail Orders, merchandise ordered through the mail, unordered Civil Division, Office of Consumer Litigation 87 merchandise, late delivery Civil Rights Division 87 Local Postmaster or Postal Inspector Drug Enforcement Administration 87 Direct Marketing Association 47 Immigration and Naturalization Service 87 State and local Consumer Protection Offices 49 United States Postal Service, Chief Postal Inspector 90 Labeling Federal Trade Commission 89 SEE Clothing/Fabrics Labeling; Cosmetics; Drugs, packaging and labeling; Energy Efficiency Labeling; Food Labeling, Quality, and Mall, international, duty assessment Safety; Food Packaging and Labeling, Quatlty, and Safety Department of the Treasury, United States Customs Service 88

Labor, Department of Mall, rate setting Coordinator of Consumer Affairs 8: Postal Rate Commission 90 Employment Standards Administration 87 Employment and Training Administration 87 Mail, service and products (For the consumer's convenience, all Post Labor Management Services Administration 87 Offices and mall carriers have postage-free Consumer Service Cards Mine Safety and Health Administration 87 available for reporting mall problems and submitting comments and Occupational Safety and Health Administration 87 suggestions. tf the problem cannot be resolved using the Consumer Office of the Assistant Secretary for Veterans Employment and Service Card or through direct contact with the local Post Office, write Training 87 the United States Postal Service Consumer Advocate) Local Postmaster (Consult local phone directory) U.S. Postal Service, Consumer Advocate 90

Mailing Lists, name addition Mail Preference Service, Direct Marketing Association 47

104 100 INDEX

Mailing Usts, name removal Motor Vehicles (general) Mall Preference Service, Direct Marketing Association 47 Department of Transportation, Consumer Affairs Officer 88 SEE ALSO Automobile Safety; Automobiles, new; Automobiles, Major Appliance Consumer Action Panel (MAC.AP) 45 used; On-road Motor Vehicle Safety; Tires

Manufactured Housing Institute 48 Motor Vehicles, advertising SEE Advertising (general) Marketing Abuses SEE Unfair Merchandising Techniques Motor Vehicles, emission control SEE Emission Control Standards Mass Transit Systems SEE Transportation Moving and Storage American Movers Conferenc 47 Measurement Industry Third-Party Dispute Resolution Programs 45 SEE Weights and Measures Interstate Commerce Commission $9

Meat Mutual Funds American Meat Institute 'Securities and Exchange Commission 90 SEE ALSO Food Labeling, Quality, and Safety Narcotics Meat and Poultry Hotline 85 SEE Drugs, dangerous

Media Programs 7 National Advertising Division of the Council of Better Business Bureaus 39

Medicaid National Association of Home Builders 48 Local Public Welfare or Social Service Offices (Consult local phone directory) National Association of Hosiery Manufacturers 48

Medical Devices Nationaf Association of Personnel Consultants 48 Department of health and Human Services, Food and Drug Administration 86 National Association of the Remodeling Industry 48

Medical Records National Association of Securities Dealers 48 State and local Consumer Protection Offices 49 State dental, medical, and hospital associations (Consult local phone National Association of Trade and Technical Schools 48 directory) National AUTOCAP Administrator 45 Medicare Local Social Security Office (Consult local phone directory) National Consumer Cooper*,r Bank 89 Department of Health and Human Services, Health Care Financing Administration 86 National Council of Health Centers 48

Medigap National Credit Union Administration $9 Department of Health and Human Services, Health Care Financing Administration 86 National Decorating Products Association 48

Migrant Housing National Food Processors Association 48 Department of Labor, Occupational Safety and Health Administration 87 National Foundation for Consume; Credit 48

Mine Safety and Health National Home Study Council 48 Department of Labor, Mine Safety and Health Administratic.. d7 National Labor Relations Board 89 Minimum Wage SEE Wages National Tire Dealers and Retreaders Association 48 Mobile Homes, durability and safety standards National Trade and Professional Associations of the U.S. and Canada Manufactured Housing Institute 48 Labor Unions6 Department of Housing and Urban Development, Mobile Home Standards Division 86 National Transportation Safety Board $9 Federal Trade Commission 89 Naturalization Money Market Funds SEE Immigration and Naturalization SEE Mutual Funds New Cars Money-back Guarantees SEE Automobiles SEE Warranties/Money-back irantees Noise Level Standards for Aircraft Mortgage Lending Local Airport Authorities (Consult local phone directory) SEE Banks; Credit; Savings and Loan Institutions Department of Transportation, Federal Aviation Administration 88

Motels Nuclear Power Plant Preparedness SEE Hotels State Office of Emergency Preparedness or local Civil Defense Office (Consult local phone directory) 101 105 Nuclear Power Plants, licensing, regulation, and site Inspection Pets/animals Nuclear riegulatory Commission 90 SEE Animals

Nuclear Regulatory Commission 90 Pharmaceutical Manufacturers Association 48

Nursing Hams Pharmacies American Health Care Association 47 State Licensing Board (Consult local phone directory) State Commissions and Offices on Aging 69 SEE ALSO Drugs (general); Drugs, packaging and labeling National Council of Health Centers 48 Department of Health and Human Services, Health Care Financing Photo Finishing Administration, Division of Long-Tenn Care 66 SEE Cameras SEE ALSO Social Services; Veterans Benefits Photo Marketing Association 48 Occupational and Professional Licensing Boards 7 Physical Fitness Odometer Tampering Association of Physical Fitness Centers 47 State and local Consumer Protection Offices 49 President's Council on Physical Fitness and Sports 86 Department of Justice, Antitrust Division 87 SEE ALSO Health Spas Department of Transportation, National Highway Traffic Safety Administration, Auto Safety Hotline SS Physical Handicaps SEE Services for Handicapped Persons Oil Spills Department of Transportation, N&lonal Response Center 88 Physicians State Medical Association or Licensi ng Board (Consult local phone Oil Spills, financial responsibility of carrier for cleanup directory) Faders] Maritime Commission 89 Political Advertising on TV and Radio On -road Motu Vehicle Safety SEE Radio/TV Political Advertising Departmani Transportation, National Highway Traffic Safety Administration, Auto Safety Hotline U Pollution SEE Conservation/Environment; Emission Control Standards Overtime Pay SEE Wages Postal Rate Commission 90

Package Tours Postal Service SEE Vacation Package Tours SEE United States Postal Service

Packaging and Labeling (other than cosmetics, drugs, food, and medical Poultry devices) SEE Food Labeling, Quality, and Safety (meat and poultry) Federal Trade Commission -- SEE ALSO Drugs, pacimo, g and labeling; Food Padtaging and Power Plants, nuclear Labeling SEE Nuclear Power Plants

Paint Dealers President's Committee on Employment of the Handicapped 90 National Decorating Products Association 48 Private and Voluntary Consumer Groups 8 Parks, national Department of the Interior, National Park Service 87 Private Lawyers 8

Party-plan Purchases Product Quality Direct Selling Association 47 Department of Commerce, Office of Consumer Affairs 85

Passports Product Recalls, appliance! Department of State, Passport Services SEE Appliances, safety

Patents Product Recalls, automobile Department of Commerce, Commissioner of Patents and TrademarPs SEE Recalls, automobiles ald automobile equipment 85 Product Safety Pension Benefit Guaranty Corporation 90 Consumer Product Safety Commission 85

Pension Plans Public Transportation Railroad Retirement Board 90 SEE Transportation Pension Benefit Guaranty Corporation 90 Department of Labor, Labor-Management Services, Administration 87 Publishers Clearing House 48 SEE ALSO Veterans Benefits, Social Security Benefits Pyramid Schemes Pesticides and Toxic Substances Securities and Exchange Commission 90 Environmental Protection Agency, Off Iod of Pesticides and Toxic Federal Trade Commission 89 Substances 8$

106 102 INDEX

Quarantine of Animals State Agriculture Departments (Consult local phone directory) Department of Health and Human Services, Centers for Disease Control 86 crr SEE ALSO Humane Societies; HumaneTreatment and Shipment of Animals; Importation of Prohibited Animals

Radio, amateur and radio telephone operator permit examinations Federal Communications Commission 89

Radio, citizen and amateur Federal Communications Commission 89 Consumers, Remember: RadiofTV Broadcasting 1. First, complain to the seller. Federal Communications Commission 89 SEE ALSO Cable Television 2.If that doesn't work, contact the company.

Radio/TV Political Advertising 3. After that, contact an industry dispute program; the Better Federal Communications Commission 89 Business Bureau; or a local or state government office. SEE ALSO Advertising, fraudulent and deceptive practices 4. Finally, contact a trade association or Federal agency, as listed in Radio, TV, Telephone Interference the Index under specific complaint topics. Federal Communications Commission 89 5. The last resort is a small claims corn or private lawyer. Rail Freight, hazardous cargoes Department of Transportation, Federal Railroad Administration 88

Rail Freight, rates, services, and claims Interstate Commerce Commission 89 Repairs and Repair Facilities for Motor Vehicles State and local Consumer Protection Offices 49 Rail Safety Local AM Offices for MA-Approved Auto Repair Services (Consult Department of Transportation, Federal Railroad Administration 88 local phone directory) SEE ALSO Automobiles, new; Automobiles, used; Motor Vehicles Rail Service, passenger (general) AMTRAK 85 Interstate Commerce Commission 89 Resorts Railroad Retirement Board 90 SEE Vacation Resort Timesharing

Railroads Ride Sharing SEE AMTRAK; Rail Safety; Rail Freight, rates, services, and claims; Department of Transportation, Federal Highway Administration, Ride Rail Service, passenger Sharing Information Center 58

Real Estate Practices Rugs State and local Consumer Protection Offices 49 SEE Carpets Department of Housing and Urban Development, Office of Real Estate Practices 87 Runaway Hotline 56 SEE ALSO Land Sales Safety, appliances Real Estate Settlement Procedures SEE Appliances State and local Consumer Protection Offices 49 Dept Iment of Housing and Urban Development, Office of Real Estate Safety, products P' adxoes 87 SEE Product Safety LEE ALSO Land Sales Safety Standards for Domestic and Foreign Vehicles Recalls, appliance Department of Transportation, National Highway Traffic Safety SEE Appliances, safety Administration, Office of Public Affairs and Consumer Participation Recalls, automobile and automobile equipment U SEE ALSO Automobiles, new Department of Transportation, National Highway Traffic Safety Administration, Auto Safety Hotline 88 Sales SEE ALSO Automobiles, new; Automobiles, used SEE Door-to-Door Sales; Land Sales; Mail Orders

Rehabilitation, urban Savings and Loan Institutions SEE Urban Rehabilitation Federal Home Loan Bank Board 89

Remodeling School Lunch Program Standards State and local Consumer Protection Offices 49 Local School B04 .1 or School Superintendent (Consult local phone National Association of the Remodeling industry 48 directory) SEE ALSO Home Improvements Department of Agriculture. Food and Nutrition Service 85

Renewable Energy Schools SEE Alternative Fuels, Conservation/Environment, Solar Energy SEE Education (general) Rent Control State and local Consumer Protection Offices 49 107 103 INDEX

Seafood State Commissions and Offices on Aging 69 SEE Fish/Fish Products State, County, and City Consumer Offices 7 Second Surgical Opinion Department of Health and Human Services, SecondSurgical Opinion State, County, and City Government Consumer Protection Program Se Offices 49 State, Department of Securities Overseas Citizens Services SEE Stocks/Bonds Passport Services 88 Visa Services SS Securities and Exchange Commission 90 State Insurance Regulators 73 Selected Federal Agencies 88 State Utility Commissions 77 Services for Handicapped Persons President's Committee on Employment of theHandicapped 90 State Weights and Measures Offices 61 Department of Education, Clearing Houseon the Handicapped 116 SEE ALSO Education; Hearing Aide; SocialSecurity Benefits; Stereo Equipment Social Services; Veterans Benefits Electronic Industries Association 46

Single Family Housing Stocks/Sonde State and local Consumer Protection Offices 49 National Association of Securities Dealers, Inc. 48 Manufactured Housing Institute 48 Securities and Exchange Commission 90 National Association of Home Builders 48 SEE ALS, Brokers, stocks/bonds; Commodity Futures Trading; Department of Housing and Urban Development,Federal Housing Mutual Funds Administration 87 Student Aid Sleepwear Department of Education, Federal Student Financial Aid Program N SEE Children's Sleepwear Supermarkets Small Business Administration 90 SEE Food and Nutrition (general)

Small Business Assistance Supermarket Scales Small Business Administration 90 SEE Weights and Measures

Small Claims Courts 7 Taxes. Federal Department of the Treasury, Internal Revenue Service 88 Soap The Soap and Detergent Association 48 Taxes, state and local (Consult local phone directory under taxes for appropriate taxation Soap and Detergent Association, The 48 office)

Social Security Administration 86 Telecommunications Devices for the Deaf SEE Services for Handicapped Persons Social Security Benefits Social Security Administration 86 Telegraph SEE ALSO Aging SEE TelepKine and Telegraph

Sodal Services Telephone and Telegraph (general) SEE Aid to Families with Dependent Children; FoodStamps; Pension Federal Communications Commission 89 Plans; Social Security Benefits; VeteransBenefits SEE ALSO Rock, TV, and Telephone Interference

Solar Energy Telephone and Telegraph Rates Solar Energy Institute of North America 48 Federal Communications Commission 89 Department of Energy, Office of Consumer Affairs 86 SEE ALSO Alternative Fuels, Conservation iEnvironment;Energy Telephone Orders (by 800 number) (general) Direct Marketing Association 47

Solar Energy Institute of North America 48 Telephones, personally owned Electronic Industries Association 48 Sources of Help 6 Federal Communications Commission 89

Speech Impaired Television, cable SEE Services for Handicapped Persons SEE Cable Television

Sports Equipment, juvenile, safety Television Sets Consumer Product Safety Commission 15 Electronic Industries Association 46

Standard and Poor's Register or Corporations,Directors and Executives 4 Tennessee Valley Authority 90

Standards, measurement Textiles SEE Weights and Measures American Textile Manufacturers Institute 47

State Banking Authorities SS ThanaCAP SEE Funerals 108 104 INDEX

Thomas Reglsby 4 Travel (general) Department of Transportation, Consumer Affairs Officer 88 Timesharing SEE ALSO Air Fares and Routes; Air Safety; Airlines; Boating SEE Vacation Resort Timesharing Safety; Bus Baggage, Rates, and Service; Sue Safety; Cruises; Hotels; Rail Service, passenger; Transportation (general); Travel Tires Agents; Vacation Package Tours National Tire Dealers and Retreaders Association, Inc. 48 Department of Transportation, National Highway Traffic Safety Travel Agents Administration 88 American Society of Travel Agents, Inc. 47 Federal Trade Commission 89 Tobacco SEE ALSO Cruises; Vacation Package Tours Department of the Treasury, Bureau of Alcohol, Tobacco and Firearms as Treasury, Department of the Bureau of Alcohol, Tobacco and Firearms U Tours Bureau of the Mint U SEE Vacation Package Tours Comptroller of the Currency SS Internal Revenue Service 88 Toxic Fumes, indoor (caused by smoldering fires) United States Customs Service 88 Consumer Product Safety Commission U Truek Freight Toxic Substances Interstate Commerce Commisskai 89 SEE Pesticides and Toxic Substances Truck Safety Toys National Highway Traffic Safety Administration 88 Toy Manufacturers of America, Inc. 40 Trucks Toy Safety SEE Fuel Economy Standards Consumer Product Safety Commission 85 United rAles Government Trade SEE Selected Federal Agencies Federal Trade Commission 89 United States Mail Trade and Vocational Schools SEE Mall National Association of Trade and Technical Schools 48 Federal Trade Commission 89 United States Postal Service 90 SEE ALSO Education (general) Unfair Lab'x Practices Trade Associations 47 National Labor Relations Board 89 SEE ALSO CM Rights Trade, International Intematio,m1 Trade Commission 89 Unfair Merchandising Techniques State and local Consumer Protection Offices 49 Trademarks Feral Trade Commission 89 Commissioner of Patents and Trademarks U Department of Commerce, Office of Consumer Affairs 85

Training, employment Urban Rehabilitation SEE Employment Job Training Department of :lousing and Urban Development, Office of Urban Rehabilitation 117 Transportation (general) Local Transportation Authorities (Consult local phone directory) Used Can American Public Trarrlt Association 47 8EE Automobiles, used Department of Transportation, National Transportation Safety Board is Utilities Department of Transportation, Urban Masa Transportation State Public Utility Commissions Ti Administration 89 SEE ALSO Travel (general) Vacation Package Tours State and local Consumer Protection Offices 49 Transportation, Department of American Society of Travel Agents, Inc. 47 Auto Safety Hotline Si Federal Trade Commission 89 Consumer Affairs Officer 88 SEE ALSO Crudes; Travel Agents Federal Aviation Administration NI Federal Highway Administration, National Ride Sha.ing Information Vacation Resort Timesharing linter 88 Faders . ride Commission 89 National Highway Traffic Safety Administation, Office of Public Affairs and Consumer Participation 88 Veterans Administration National Response Center$$ Consumer Affairs Staff 90 United States Coast Guard, Office of Boating, Public and Consumer Department of Memorial Affairs, Cemetery Service 90 Affairs IS Department of Memorial Affairs, Monuments Service 90 Urban Mass Transportation Administration U The Inquiries Unit 90 Veterans Assistance Service 90

Veterans Benefits (general) Veterans Adnvnistration, Consumer Affairs Staff 90

105 109 Veterans Benefits (automobiles and adaptive equipment for certain Wages, garnished, minimum, and overtime disabled veterans and members of the armed forces, clothing Department of Labor, Employment Standards Administration 87 allowance for veterans with service-connected disabilities, compensation for service-connected death and disability, education Wall Coverings programs, housing, life Insurance, pensions, and vocational National Decorating Products Association 48 rehabilitation for disabled veterans) Veterans Administration, Veterans Assistance Service 00 Warranties/Money-back Guarantees State and local Consumer Protection Offices 49 Veterans Benefits, burial benefits Federal Trade Commission 89 Veterans Administration, Department of Memorial Affairs, Monuments Stinks 90 Water Pollution Veterans Administration, Department of Memorial Affairs, Cemetery Environmental Protection Agency 88 Service 90 Waterways, hazardous freight Veterans Benefits, employment and training Department of Transportation, United States Coast Guard 88 Department of Labor, Veterans' Employment and Training 87 Waterways, Inlandfreight shipments Veterans Benefits, medical care Interstate Commerce Commission 89 Local Veterans Administration Facility (Consult local phone directory) Veterans Administration, The Inquiries Unit 30 Weatherization Assistance Department of Energy, Office of Conservation and Renewable Energy Video Games (home) A6 Electronic Industries Association 48 Weights and Measures Videocassette FlecordersiDiscs State Weights and Measures Offices 81 Electronic Industries Association 48 Department of Commerce, National Bureau of Standards 85

Visas Welfare Department of State, Visa Services 88 SEE Social Services

Visual Handicaps Wine Institute 48 SEE Services for Handicapped Persons Work-at-Home Schemes Vocational Schools SEE Mall Fraud and Misrepresentation SEE Trade and Vocational Schools Workers' Compensation Voluntary Services State Workers' Compensation or Industrial Accidents Office (Consult ACTION 85 local phone directory) State and local Consumer Protection Offices 49

106 110 Special Recognition To

Members of the Consumer Affairs Council for their assistance with this publication and their continuing role as consumer affairs representatives for Federal departments and agencies.

Department of State National Credit Union Administration Consumer Affairs Council Mr.SCOn MCflief Mr. Wilmer Theard ACTION Department of Transportation National Transportation Safety Board Ma. Barbara Wyatt Mrs. Mary Elizabeth Quint Mr. Ira Furman Administrative Conference of the United Department of the Treasury Nuclear Regulatory Commission States Ms. Dolly Wells Ms. Jeanne Cook Mr. Jeffrey Lubbers Civil Aeronautics Curd Environmental Protection Agency Postal Rafe Commission Ms, Maureen Drummy Mr. Hoyt. Decker Ms. Kathy Senior Securities and Exchange Commission Commission on Civil Rights Equal Employment Opportunity Commission Mr. Johnnie L Johnson, Jr. Mr. Jonathan G. Katz Ms. Betty Strafford Small Business Administration Commodity Futures Trading Commission Federal Communications Commission Ms. Patti Grace Mr. Paul Purnpian Mr. Marshall Hanbury Consumer Product Safety Commission Federal Deposit insurance Corp. Tennessee Valley Authority Mr. Rex Northland Ms. Dawn Ford Ms. Naomi Faison Federal Emergency Management Agency United States Postal Service Department of Agricultare Ms. Stacey Webber Mr. Thomas Chadwick Ms, Ann Collins Chadwick Federal Energy Regulatory Commission Veterans Administration Department of Commerce Ms. Joan Simmons Ms. Rosa Maria Fontanez Ms. Lee Gray Federal Home Loan Bank Board UMW '411M Department of Defense Mr. Jerry Selby The Honorable Lawrence J. Korb The Federal Consumer Affairs Council was Ms. Barbara Schoenberger Federal Maritime Commission established by Presidential Executive Mr. Geoffrey Rogers Order 12160 in 1979. In 1981, President Department of Education Ronald Reagan appointed Virginia H. Ms. Mena Fresen Federal Reserve Board Knauer, his Special Adviser for Consumer Ms. Susan Potkal Department of Energy Affairs, Chairperson of the Council, The Dr. Eric West Federal Trade Commission Council consists of the consumer affairs di- Ms. Irene Vivito/ ectors of some 44 Federal agencies Department of Health and Human Services executive branch agencies as well as inde- Mr. Robert D. Hausenfluct General Service Administration pendent regulatory agencies. It meets quar- Ms. Teresa Naafi terly for policy coordination briefings and Department of Housing and Urban discussions of administrative develop- Development International Trade Commission Ms. Kay Rubin ments and concerns relating to Federal Mr. Harold Sundstrom consumer activities. In addition, under Department of the interior Interstate Commerce Commission President Reagan, the Council has begun Ms. Terri Klein Ms. Alice Ramsay to address the information needs of Federal consumer affairs specialists in critical con- Department of Justice Merit Systems Protection Board sumer issue areas through formal training Mr. Vincent Lobisco Ms. Ada Kimsey programs. Department of Labor Mr. Al Cruz

107 111 U.S. GOVSENMENT ARMING OFFICE :1983 0 - 415-444 QL 3