Consumer's Resource Handbook

Table of Contents

Acknowledgments iv

Using this Handbook 1
What's in the Handbook 1
Other Sources of Help 2
Other Consumer Information 4

Part I. Buying Smart 5
Protecting Yourself 5
Red Flags of Fraud 6
Complaining Effectively 6
Writing a Complaint Letter 7
Sample Complaint Letter 8
Consumer Tips 9
Car Repair, Purchase, Renting and Other Concerns 9
Mail Order 12
Mail Fraud 13
Telemarketing 13
Calls That Cost: 900 Numbers and Other Pay-Per-Call Services 14
Door-to-Door Sales 15
Home Improvement 16
Home Financing 17
Selecting a Financial Institution 18
Credit 19
Consumer Privacy 22
Advance Fee Scams 23
Special Contracts 23
Travel Scams 25
Rent-To-Own 25
Product Safety and Recalls 26
Nutrition Labeling 27

Part II. Consumer Assistance Directory 29
Corporate Consumer Contacts 29
National Consumer Organizations 56
Car Manufacturers 59
Better Business Bureaus 63
Trade Association and Other Dispute Resolution Programs 67 State,
County and City Government Consumer Protection Offices 70 State
Agencies on Aging 83
State Banking Authorities 87
State Insurance Regulators 89
State Securities Administrators 91
State Utility Commissions 93
State Vocational and Rehabilitation Agencies 95
State Weights and Measures Offices 99
Military Commissary and Exchange Offices 102
Federal Information Center 104
Selected Federal Agencies 105
Federal TDD Directory 111

Index 116

Acknowledgments

The U.S. Office of Consumer Affairs wishes to express its
gratitude to the members of the focus group which provided many
ideas and suggestions for this edition of the Handbook.

Mr. John Barker
National Consumers League

Dr. Elizabeth Brabble
School of Business
Howard University

Mr. Emmitt Carlton
National Association of Attorneys General

Mr. Hoyte Decker
U.S. Department of Transportation

Ms. Anna Flores
National Association of Consumer Agency Administrators

Ms. Susan Giesberg
President, National Association of Consumer Agency Administrators
Mr. George Idelson
Consumer Affairs Letter

Ms. Denise Kelleher
Head of Reference
Arlington County (VA) Libraries

Ms. Nellie Miller
Montgomery County (MD) Office of Consumer Affairs

Ms. Jean Otte
Corporate Vice President
National Car Rental

Ms. Shirley Rooker
Call for Action

Ms. Diane VanLonkhuyzen
Food Safety and Inspection Service
U.S. Department of Agriculture

Ms. Dianne Ward
Council of Better Business Bureaus, Inc.

Ms. Gilda Warnick
D.C. Department of Consumer and Regulatory Affairs

Using this Handbook

The Consumer's Resource Handbook is divided into two sections.
Part I, "Buying Smart," lists tips on getting the most for your
money, handling your own complaint and writing a complaint
letter. Part I also provides tips on several consumer issues,
including protecting personal privacy and preventing credit card
fraud.

Part II of the Handbook, which is updated every two years by the
U.S. Office of Consumer Affairs (USOCA), lists offices you can
contact for help with consumer problems or questions. This section
includes "National Consumer Organizations," "Corporate Consumer
Contacts," "Car Manufacturers," "Better Business
Bureaus," "Trade Association and Other Dispute Resolution
Programs," "State, County and City Government Consumer Offices,"
"Selected Federal Agencies," and "Military Commissary and
Exchange Contacts." Check the "Table of Contents" for a complete
list of the offices in this part of the book.

There is a subject "index" at the back of the Handbook to help you
locate information about specific topics.

What's in the Handbook

National Consumer Organizations

There are a number of national organizations whose missions are
defined as consumer assistance, protection and/or advocacy.
Several of these organizations assist consumers directly; others
are interested in hearing from consumers about problems and
concerns; most, though not all, develop educational materials for
consumers. Addresses, telephone numbers and descriptions of more
than 30 of these organizations are listed in the National
Consumer Organizations" section of this Handbook, beginning on page
56.

Corporate Consumer Contacts

Many companies have consumer affairs or customer relations
departments to answer questions or help resolve consumer
complaints.

The addresses and telephone numbers of more than 550 companies are
listed in the "Corporate Consumer Contacts" section of this
Handbook, beginning on page 29. If you write to the company, you
may use the sample letter on page 8 as a guide for your own letter.

Car Manufacturers

Most foreign and American car manufacturers have national or
regional offices which handle consumer complaints not resolved by
your local car dealer. The list of "Car Manufacturers" begins on
page 59.

Better Business Bureaus

There are approximately 63 Better Business Bureaus (BBBs) in the
United States. These bureaus are non-profit organizations,
sponsored by private local businesses. They offer a variety of
services. These services include general information on products
or services, reliability reports, background information on local
businesses and organizations, and records of a company's
complaint-handling performance.

The Council of Better Business Bureaus, which is sponsored by
national companies, also offers consumer education programs and
reports on charitable organizations. The address for the council
and a list of BBBs operating in the United States begin on page 63.

Trade Association and Other Dispute Resolution Programs

There are nearly 40,000 trade and professional associations in the
United States, representing a variety of interests (for example,
banking, insurance, clothing manufacturing) and
professions (for example, accountants, lawyers, doctors,
therapists).

Some of these associations and their members have established
programs to help consumers with complaints not resolved at the
point of purchase.

Trade associations have various consumer functions, which are
described in National Trade & Professional Associations of the
United States. Check your local library for this book and
related sources of help.

A list of "Trade Association and Other Dispute Resolution
Programs" begins on page 67.

State, County and City Government Consumer Offices

State and local consumer protection offices can help you resolve
consumer complaints and provide you with consumer education
information. These agencies might mediate complaints, conduct
investigations, prosecute offenders of consumer laws, license and
regulate professions, promote strong consumer protection
legislation, provide educational materials and advocate in the
consumer interest. It is important to report complaints and
suspected frauds and misrepresentations to these governmental
agencies. Consumer complaints form the basis of most consumer
protection law enforcement actions.

If you want to file a complaint, call your local consumer
protection office to learn what you need to do. A list of state,
county and city government consumer protection offices begins on
page 70.

Many states also have special commissions and agencies to handle
consumer questions and complaints about aging, banks, insurance,
utilities, vocational and rehabilitation services, weights and
measures, and securities. These agencies are listed separately,
beginning on page 83.

In addition, a variety of other helpful community services might be
available in your area. For example, county and state
Cooperative Extension Services offer information about health,
safety, product comparisons, financial planning and nutritional
needs. Information about these and other state and local
services can be found at your library and in the telephone
directory in the city, municipal, county or state government
listings.

Selected Federal Agencies

Many Federal government agencies can help you with consumer
questions and complaints. A number of these agencies have
enforcement authority and/or complaint-handling responsibilities.
The Federal agencies listed, beginning on page 105, respond to
consumer complaints and inquiries.

A list of Federal agencies with Telecommunications Devices for the
Deaf (TDDs) begins on page 111.

Military Commissary and Exchange Contacts

Interested consumers will find a list of "Military Commissary and
Exchange Contacts" on page 102. The list includes the regional
offices and headquarters for all the Armed Forces Exchanges and
Commissaries.

Other Sources of Help

Libraries

The local library can be a good source of help. Many of the
publications mentioned in this Handbook can be found in public
libraries. Some university and other private libraries also allow
individuals to use their reference materials. Check your local
telephone directory for the location of nearby libraries. Media
Programs

Local newspapers and radio and television stations often have
"Action Line" or "Hot Line" services. These programs might be able
to help consumers with their problems. Sometimes these programs,
because of their influence in the community, are
successful in helping to resolve consumer complaints. Some action
lines select only the most severe problems or those that occur most
frequently. They might not be able to handle every complaint.

To find these services, check with your local newspapers, radio and
television stations, or local library.

Occupational and Professional Licensing Boards

Many state agencies license or register members of various
professions, including doctors, plumbers, electricians, car repair
shops, employment agencies, beauticians, and television and radio
repair shops. In some states, local consumer agencies license or
register some professions.

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

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

To find the local office of an occupational or professional
licensing board, check your local telephone directory under the
headings of "Licensing Boards" or "Professional Associations," or
look for the name of the individual agency. If you need help
locating the right office, contact your state or local consumer
office.

Legal Help

Please note that some of the sources of help listed in the
Consumer's Resource Handbook have a policy of declining
complaints from consumers who have sought prior legal counsel.
Small Claims Court

Small claims courts were established to resolve disputes
involving claims for small debts and accounts. While the maximum
amounts that can be claimed or awarded differ from state to state,
court procedures generally are simple, inexpensive, quick and
informal. Court fees are minimal, and you often get your filing
fee back if you win your case. Generally, you will not need a
lawyer. In fact, in some states, lawyers are not
permitted. If you live in a state that allows lawyers and the
party you are suing brings one, do not be intimidated. The court
is informal, and most judges make allowances for consumers who
appear without lawyers.

Remember, even though the court is informal, the ruling must be
followed, just like the ruling of any other court.

If the party bringing the suit wins the case, the party who lost
often will follow the court's decision without additional legal
action. Sometimes, however, losing parties will not obey the
decision. In these cases, the winning party can go back to court
and ask for the order to be "enforced." Depending on local laws,
the court might, for example, order property to be taken by law
enforcement officials and sold. The winning party will get the
money from the sale, up to the amount owed. Alternatively, if the
person who owes the money receives a salary, the court might order
the employer to garnish or deduct money from each paycheck and give
it to the winner of the lawsuit.

Check your local telephone book under the municipal, county or
state government headings for small claims court offices. When you
contact the court, ask the court clerk how to use the small claims
court. Many state and local consumer agencies have
consumer educational material to prepare you for small claims court
(see page 70). To better understand the process, sit in on a small
claims court session before taking your case to court. Many small
claims courts have created dispute resolution programs to help
citizens resolve their disputes. These dispute
resolution processes (e.g., mediation and conciliation) often
simplify the process. For example, in mediation, both people
involved in the small claims dispute meet, sometimes in the
evenings or on weekends, and with the assistance of a neutral,
third-party mediator, discuss the situation and create their own
agreement.

Research indicates that if both people show up for the mediation,
85%-90% of the time an agreement is reached. Just as
importantly, researchers learned in follow-up, six months after the
session, that 85% of the agreements were "substantially fulfilled."

Considering this, when you contact your small claims court, ask
first about their mediation or conciliation process.

For additional information about dispute resolution, contact the
American Bar Association, Standing Committee on Dispute
Resolution, 1800 M Street, N.W., Washington, D.C. 20036, (202)
331-2258.

Legal Aid

Legal Aid offices help individuals who cannot afford to hire
private lawyers. There are more than 1,000 of these offices around
the country staffed by lawyers, paralegals and law
students. All offer free legal services to those who qualify.
Funding is provided by a variety of sources, including Federal,
state and local governments and private donations. Many law
schools nationwide conduct clinics in which law students, as part
of their training, assist practicing lawyers with these cases.
Legal Aid offices generally offer legal assistance with such
problems as landlord-tenant relations, credit, utilities, family
issues (e.g., divorce and adoption), foreclosure and home equity
fraud, social security, welfare, unemployment and workmen's
compensation. Each Legal Aid office has its own board of
directors which determines the priorities of the office and the
kinds of cases handled. If the Legal Aid office in your area does
not handle your type of case, it should be able to refer you to
other local, state or national organizations that can provide
advice or help. Check the telephone directory to find the
address and telephone number of the Legal Aid office near you. If
you would like a directory of Legal Aid offices around the country,
contact the National Legal Aid and Defender Association, 1625 K
Street, N.W., 8th Floor, Washington, D.C. 20006, (202) 452-0620.

Legal Services Corporation

The Legal Services Corporation (LSC) was created by Congress in
1974. There are LSC offices in all 50 states, Puerto Rico, the
Virgin Islands, Guam and Micronesia. To find the LSC office
nearest you, check the telephone directory, call the Federal
Information Center (FIC) listed on page 104, or call the LSC Public
Affairs Office at (202) 863-4089. If you wish to buy a full
directory of all LSC programs, write or call:

Public Affairs
Legal Services Corporation
400 Virginia Avenue, S.W.
Washington, D.C. 20024-2751
(202) 863-4089

Finding a Lawyer

If you need help finding a lawyer, check with the Lawyer Referral
Service of your state, city or county bar association listed in
local telephone directories.

Complaints about a lawyer should be referred to your state, county
or city bar association.

Other Consumer Information

Consumer Credit Counseling Services

Counseling services provide assistance to individuals having
difficulty budgeting their money and/or meeting necessary monthly
expenses. Many organizations, including credit unions, family
service centers and religious organizations, offer some type of
free or low-cost credit counseling.

The Consumer Credit Counseling Service (CCCS) is one non-profit
organization that provides money management techniques, debt
payment plans and educational programs. Counselors take into
consideration the needs of the client, as well as the needs of the
creditor, when working out a debt repayment plan. You can find the
CCCS office nearest you by contacting the National Foundation of
Consumer Credit, Inc., 8611 Second Avenue, Suite 100, Silver
Spring, MD 20910-3372, 1 (800) 388-CCCS (toll free). Consumer
Groups

Private and voluntary consumer organizations usually are created to
advocate specific consumer interests. In some communities, they
will help individual consumers with complaints. However, they have
no enforcement authority. To find out if such a group is in your
community, contact your state or local government consumer
protection office. A list of the state and local
offices begins on page 70.

Consumer Information Catalog

The Consumer Information Catalog lists approximately 200 free or
low-cost Federal booklets with helpful information for consumers.
Topics include careers and education, cars, child care, the
environment, Federal benefits, financial planning, food and
nutrition, health, housing, small business and more. This free
Catalog is published quarterly by the Consumer Information Center
of the U.S. General Services Administration. Single copies of the
Catalog only may be ordered by sending your name and address to
Catalog, Consumer Information Center, Pueblo, CO 81009 or by
calling (719) 948-4000. Non-profit groups that can distribute 25
copies or more each quarter automatically can receive copies by
writing for a bulk mail card.

Part I. Buying Smart

Protecting Yourself

Consumers are faced with a marketplace full of decisions. Ask the
right questions before and after you buy and avoid consumer fraud
and rip-offs.

Before you buy

o Take advantage of sales, but compare prices. Do not assume an
item is a bargain just because it is advertised as one.

o Don't rush into a large purchase because the "price is only good
today."

o Check to see if the company is licensed or registered at the
local or state level.

o Contact your consumer protection office or Better Business
Bureau (BBB) for any complaint recorded against the company.
Request any consumer information they might have on the type of
purchase.

o Be aware of such extra charges as delivery fees, installation
charges, service costs, and postage and handling fees. Add them
into the total cost.

o Ask about the seller's refund or exchange policy.

o Read the warranty. Note what is covered and what is not. Find
out what you must do and what the manufacturer or seller must do if
there is a problem.

o Don't sign a contract without reading it. Don't sign a
contract if there are any blank spaces in it or if you don't
understand it. In some states, it is possible to sign away your
home to someone else.

o Before buying a product or service, contact your consumer
protection office to see if there are automatic cancellation
periods for the purchase you are making. In some states, there are
cancellation periods for dating clubs, health clubs, and timeshare
and campground memberships. Federal law gives you cancellation
rights for certain door-to-door sales.

o Walk out or hang up on high-pressure sales tactics. Don't be
forced or pressured into buying something.

o Only do business over the telephone with companies you know.
o Be suspicious of P.O. Box addresses. They might be mail drops.
If you have a complaint, you might have trouble locating the
company.

o Do not respond to any prize or gift offer that requires you to
pay even a small amount of money.

o Use unit pricing in supermarkets to compare what items cost.
Unit pricing allows you to compare the price ounce-for-ounce,
pound-for-pound, etc. As an example, bigger packages are not
always cheaper than smaller ones.

o Use coupons carefully. Do not assume they are the best deal
until you've compared them to the prices of competitive products.

o Make sure all documents you sign are in a language you
understand.

o Don't rely on a salesperson's promises. Get everything in
writing.

Remember:

1. First contact the seller if you have a complaint.

2. If that does not resolve your problem, contact the company
headquarters.

3. If your problem is still unresolved, refer to the subject index
for the organizations, or local, state and Federal offices that
provide help in cases like yours.

4. Taking legal action should be the last resort. However, if you
decide to exercise this right, be aware that you might have to act
within a certain time period. Check with your lawyer about any
statutes that apply to your case.

After you buy

o Read and follow product and service instructions.

o Be aware that how you use and take care of a product might
affect your warranty rights.

o Keep all sales receipts, warranties, service contracts and
instructions.

o If you have a problem, contact the company as soon as
possible. Trying to fix the product yourself might cancel your
right to service under the warranty.

o Keep a written record of your contact with the company. o If
you have a problem, check with your consumer protection office to
find out about the warranty rights in your state. o If you paid
for your purchase with a credit card, you have important rights
that might help you dispute charges. (See the "Consumer Tips"
section, page 20.)

o Check your contract for any statement about your cancellation
rights. Contact your consumer protection office to see if a
cancellation period applies.

o If you take the product in for repair, be sure the technician
understands and writes down the problem you have described. Red
Flags of Fraud

Consumer protection offices urge consumers to be aware of the red
flags of fraud. Walk away from bogus offers. Toss out the mail or
hang up when you hear:

o "Sign now or the price will increase;"

o "You have been specially selected...;"

o "You have won...;"

o "All we need is your credit card (or bank account) number -for
identification only;"

o "All you pay is for postage, handling, taxes...;"

o "Make money in your spare time - guaranteed income...;" o "We
really need you to buy magazines (a water purifier, a vacation
package, office products) from us because we can earn 15 extra
credits...;"

o "I just happen to have some leftover paving material from a job
down the street...;"

o "Be your own boss! Never work for anyone else again. Just send
in $50 for your supplies and...;"

o "A new car! A trip to Hawaii! $2,500 in cash! Yours,
absolutely free! Take a look at our...;"

o "Your special claim number entitles you to join our
sweepstakes...;" or

o "We just happen to be in your area and have toner for your copy
machine at a reduced price."

Remember, the smart consumer always looks at the total price before
deciding and checks out the company and product before buying.

Stay away from telemarketers who want to:

o send a courier service for your money;

o have you send money by wire;

o automatically withdraw money from your checking account; o
offer you a free prize, but charge handling and shipping fees;

o ask for your credit card number, checking or savings account
number, social security number or other personal information; and

o get payment in advance especially for employment referrals,
credit repair, or providing a loan or credit card.

Stay away from lotteries, pyramid schemes and multi-level sales
schemes. They are all good ways to separate you from your money.

Complaining Effectively

Save all purchase-related paperwork in a file. Include copies of
sales receipts, repair orders, warranties, canceled checks,
contracts, and any letters to or from the company. When you have
a problem:

o Contact the business that sold you the item or performed the
service. Calmly and accurately describe the problem and what
action you would like taken.

o Keep a record of your efforts to resolve the problem. When you
write to the company, describe the problem, what you have done so
far to try to resolve it and what solution you want. For example,
do you want your money back, the product repaired or the product
exchanged?

Allow time for the person you contacted to resolve your problem.
Keep notes of the name of the person you spoke with, the date and
what was done. Save copies of all letters to and from the
company. Don't give up if you are not satisfied.

o Contact the company headquarters if you have not resolved your
problem at the local level. Many companies have a toll-free 800
number. Look for it on package labeling, in a directory of 800
telephone numbers (available at your local library), by calling 1
(800) 555-1212 (toll free) or by referring to the many corporate
consumer contacts, beginning on page 29. Address your letter to
the consumer office or the company's president.

Writing a Complaint Letter

Where to send it

o Check the product label or warranty for the name and address of
the manufacturer.

o If you need additional help locating company information, check
the reference section of your local library for the
following books: Standard & Poor's Register of Corporations,
Directors and Executives; Standard Directory of Advertisers; Trade
Names Dictionary; and Dun & Bradstreet Directory.

o If you have the brand, but cannot find the name of the
manufacturer, the Thomas Register of American Manufacturers lists
the manufacturers of thousands of products. Check your local
library.

o Each state has an agency (possibly the corporation commission or
secretary of state's office) that provides addresses for companies
incorporated in that state.

o Remember, do business with a company you will be able to find
later. It might be difficult to find companies in other states or
those listing post office boxes as addresses. Even if you have an
address, it might be only a mail drop, so be sure you know where
the company you are doing business with is located physically.

What to say

o Include in the letter your name, address, home or work
telephone numbers, and account number, if any.

o Make your letter brief and to the point. Include the date and
place you made the purchase, who performed the service, such
information about the product as the serial or model number or
warranty terms, what went wrong, with whom you have tried to
resolve the problem and what you want done to correct the
problem.

o Use the sample consumer complaint letter on the following page
as a guide.

o Include copies, not originals, of all documents.

o Be reasonable, not angry or threatening, in your letter. Type
your letter, if possible, or make sure your handwriting is neat and
easy to read.

o Keep a copy of all letters to and from the company.

o You might want to send your complaint letter with a return
receipt requested. This will cost more, but will give you proof
that the letter was received and tell you who signed for it. o
If you feel you have given the company enough time to resolve the
problem, send a copy of your letter to, or file a consumer
complaint with, your local or state consumer protection agency,
such specific state agencies as banking, insurance and utilities,
or local Better Business Bureau. Their addresses can be found
starting on pages 70, 87 and 63, respectively. Include
information about what you have done so far to try to resolve your
complaint. If you think a law has been broken, contact your local
or state consumer protection agency right away.

Sample Complaint Letter

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

(Name of Contact Person, if available)
(Title, if available)
(Company Name)
(Consumer Complaint Division, if you have no contact person)
(Street Address)
(City, State, ZIP Code)

Dear (Contact Person):

Re: (account number, if applicable)

On (date), I (bought, leased, rented, or had repaired) a (name
of the product with serial or model number or service performed) at
(location, date and other important details of the
transaction).

Unfortunately, your product (or service) has not performed well (or
the service was inadequate) because (state the problem). I am
disappointed because (explain the problem: for example, the product
does not work properly, the service was not performed correctly, I
was billed the wrong amount, something was not disclosed clearly or
was misrepresented, etc.).

To resolve the problem, I would appreciate your (state the
specific action you want - money back, charge card credit,
repair, exchange, etc.). Enclosed are copies (do not send
originals) of my records (include receipts, guarantees,
warranties, canceled checks, contracts, model and serial numbers,
and any other documents).

I look forward to your reply and a resolution to my problem, and
will wait until (set a time limit) before seeking help from a
consumer protection agency or the Better Business Bureau. Please
contact me at the above address or by phone at (home and/or office
numbers with area codes).

Sincerely,
(your name)

Enclosure(s)
cc: (reference to whom you are sending a copy of this letter, if
anyone)

Consumer Tips

This section contains a number of suggestions to help you become a
smarter consumer. It includes tips on how to buy a car, avoid
fraud and protect your privacy.

Remember to check with your local consumer protection office and
Better Business Bureau for other consumer information on a
variety of topics. Their addresses and phone numbers are listed on
pages 70 and 63, respectively.

Car Repair, Purchase, Renting and Other Concerns

Car Repair

o Choose a reliable repair shop recommended to you by family or
friends or an independent consumer rating organization. Check out
the repair shop's complaint record with your state or local
consumer protection office or Better Business Bureau.

o When you take the car to the shop, describe the symptoms. Don't
diagnose the problem.

o Get more than one estimate. Get them in writing.

o Make it clear that work cannot begin until you have authorized
it. Don't authorize work without a written estimate, or if the
problem can't be diagnosed on the spot, insist that the shop
contact you for your authorization once the trouble has been found.

o Don't sign a blank repair order. Make sure the repair order
reflects what you want done before you sign it.

o Is the repair covered under warranty? Follow the warranty
instructions.

o Ask the shop to keep the old parts for you.

o Get all warranties in writing.

o Some car manufacturers might be willing to repair certain
problems without charge even though the warranty has expired.
Contact the manufacturer's zone representative or the dealer's
service department for assistance.

o Keep copies of all paperwork.

Some states, cities and counties have special laws that deal with
auto repairs. For information on the laws in your state, contact
your state or local consumer protection office.

Buying A Used Car

o Check newspaper ads and used car guides at a local library so
you know what's a fair price for the car you want. Remember,
prices are negotiable. You also can look up repair recalls for car
models you might be considering.

o Call the Auto Safety Hotline at 1 (800) 424-9393 to get recall
information on a car. Authorized dealers of that make of vehicle
must do recall work for free no matter how old the car is. o
Shop during daylight hours so that you can thoroughly inspect the
car and take a test drive. Don't forget to check all the lights,
air conditioner, heater and other parts of the electrical system.

o Do not agree to buy a car unless you've had it inspected by an
independent mechanic of your choice.

o Ask questions about the previous ownership and mechanical
history of the car. Contact the former owner to find out if the
car was in an accident or had any other problems.

o Check with your local department of motor vehicles to find out
what you need in order to register a car.

o Ask the previous owner or the manufacturer for a copy of the
original manufacturer's warranty. It still might be in effect and
transferable to you.

o Don't sign anything that you don't understand. Read all
documents carefully. Negotiate the changes you want and get them
written into the contract.

o For information on recalls and safety issues, see page 10 under
new car sales.

Buying from a Private Individual

Generally, private sellers have less responsibility than dealers
for defects or other problems.

o Check with your state's motor vehicle department on what you
will need to register a vehicle.

o Make sure the seller isn't a dealer posing as an individual.
That might mean the dealer is trying to evade the law and might be
an indicator of problems with the car. Look at the title and
registration. Make sure the seller is the registered owner of the
vehicle.

o Ask the seller lots of detailed questions about the car. o
Have the car inspected by your mechanic before you agree to buy it.

Buying from a Dealer

Check the complaint records of car dealers with your state or local
consumer protection agency or Better Business Bureau. o Read the
"Buyers Guide" sticker required to be displayed in the window of
the car. It gives information on warranties, if any are offered,
and provides other information.

o In most states, used cars may be sold "as is." If the "as is"
box is checked off on the "Buyers Guide," you have no warranty. o
If the "warranty" box is checked off on the "Buyers Guide," ask for
a copy of the warranty and review it before you agree to buy the
car.

o Have the car inspected by your mechanic before you agree to buy
it.

o Some states have laws giving extra protection to used car
buyers. Contact your state or local consumer protection office to
find out what rights you might have.

o To order a free publication on buying a used car, contact the
Federal Trade Commission, Public Reference Section, 6th and
Pennsylvania Avenue, N.W., Room 130, Washington, DC 20580, (202)
326-2222.

Buying A New Car

o Evaluate your needs and financial situation. Read consumer
magazines and test drive several models before you make a final
choice.

o Find out the dealer's invoice price for the car and options.
This is what the manufacturer charged the dealer for the car. You
can order this information for a small fee from consumer
publications you can find at your local library.

o Find out if the manufacturer is offering rebates that will lower
the cost.

o Get price quotes from several dealers. Find out if the
amounts quoted are the prices before or after the rebates are
deducted.

o Keep your trade-in negotiations separate from the main deal.
o Compare financing from different sources, for example, banks,
credit unions and other dealers before you sign the contract. o
Read and understand every document you are asked to sign. Do not
sign anything until you have made a final decision to buy. o
Think twice about adding expensive extras, you probably don't need,
to your purchase, for example, credit insurance, service contracts
or rustproofing.

o Inspect and test drive the vehicle you plan to buy, but do not
take possession of the car until the whole deal,including
financing, is finalized.

o Don't buy on impulse or because the salesperson is pressuring
you to make a decision.

o The National Highway Traffic Safety Administration's Auto Safety
Hotline at 1 (800) 424-9393 (toll free) distributes recall and
safety information on used and new cars, trucks, motorcycles, motor
homes, child seats and other motor vehicle equipment; vehicle crash
test information; tire quality grading reports; child seat
registration forms; and other safety literature. You should report
all vehicle and child seat defect information to the Hotline (see
page 108).

o The Center for Auto Safety (see page 56) monitors auto
defects. To see if there is a pattern of repeated complaints on a
certain vehicle model, write the Center for Auto Safety, 2001 S
Street, N.W., Suite 410, Washington, DC 20009 and include the
vehicle make, model and year, and a self-addressed stamped
envelope.

Credit and Sublease Brokers

A new and rapidly growing area of consumer fraud involves con
artists who prey on people who have bad credit and who are having
problems getting loans to buy cars. There are two main schemes:
o The "credit broker" promises to get a loan for you in exchange
for a high fee. In many cases, the "broker" takes the fee and
disappears, or simply refers you to high-interest loan companies.

o The "sublease" broker charges a fee to arrange for you to
"sublease" or "take over" someone else's car lease or loan. Such
deals usually violate the original loan or lease agreement. Your
car can be repossessed even if you've made all of your payments.
You also might have trouble insuring your car.

To protect yourself:

o check with your state or local consumer protection agency to
find out if the broker is required to be licensed;

o do not do business with a company that does not appear to be
complying with state law; and

o do not pay for services in advance.

To order a free publication on how to buy a new or used car,
contact the Federal Trade Commission, Public Reference Section, 6th
and Pennsylvania Avenue, N.W., Room 130, Washington, DC 20580,
(202) 326-2222.

Car Leasing

o Shop around for the best leasing deal. Read lease promotions
carefully. The attractive low monthly payment might be available
only if you make a large down payment (capitalized cost
reduction) or a balloon payment at the end of the lease.

o Beware of open-end leases. They require the consumer to pay the
difference if the vehicle is worth less at the end of the lease
than was estimated originally.

o The Consumer Leasing Act requires leasing companies to give you
important information in writing before you sign a contract. Read
the documents given to you by the leasing company and make sure you
understand them before you sign anything. In
particular, look for:

-up-front costs, for example, security deposits, down payments,
advanced payments and taxes;

-the terms of the payment plan;

-termination costs, for example, excess mileage penalties,
excessive wear and tear charges, and disposition charges; and -
penalties for early termination or default.

When you have paid off a car loan, you own the car. When you have
paid off the lease, you own nothing.

To order a free publication on car leasing, contact the Federal
Trade Commission, Public Reference Section, 6th and Pennsylvania
Avenue, N.W., Room 130, Washington, DC 20580, (202) 326-2222.
Lemon Laws

Almost every state has a new car "lemon law" that allows the owner
a refund or replacement when a new vehicle has a
substantial problem that is not fixed within a reasonable number of
attempts. Many specify a refund or replacement when a
substantial problem is not fixed in four repair attempts or the car
has been out of service for 30 days within the first 12,000
miles/12 months. If you believe that your car is a lemon: o
contact your state or local consumer protection office for
information on the laws in your state and the steps you must take
to resolve the situation;

o give the dealer a list of symptoms every time you bring it in
for repairs; keep copies for your records;

o get copies of the repair orders showing the reported problems,
the repairs performed and the dates that the car was in the shop;
and

o contact the manufacturer, as well as the dealer, to report the
problem. Some state laws require that you do so to give the
manufacturer a chance to fix the problem. Your owner's manual will
list an address for the manufacturer.

If the problem isn't resolved, you might have the option of
participating in an arbitration program offered by the
manufacturer or your state. Contact your state or local consumer
protection office for information.

Lemon Law Summary is available upon request by sending a self-
addressed, stamped (52 cents) envelope to the Center for Auto
Safety, 2001 S Street, N.W., Suite 410, Washington, DC 20009.
Vehicle Repossessions

When you borrow money to buy a car, you should know that:

o The lender can repossess if you miss a payment or for any
default (a violation of the contract).

o The lender can repossess without advance notice.

o After repossession, the lender might be able to accelerate,
meaning the lender can require the borrower to pay off the entire
balance of the loan in order for the borrower to get the vehicle
back.

o The lender can sell the vehicle at auction.

o The lender might be able to sue the borrower for the
deficiency if it sells the car for less than the borrower owes.
This is true even in voluntary repossessions.

o The lender cannot commit a "breach of the peace," for example,
breaking into a home or physically threatening someone, in the
course of a repossession.

If you know you're going to be late with a payment, talk to the
lender to try to work things out. If the lender agrees to a delay
or to modify the contract, be sure you get the agreement in
writing.

Some states have laws which give consumers additional rights.
Contact your state or local consumer protection office for more
information.

To order a free publication on vehicle repossessions, contact the
Federal Trade Commission, Public Reference Section, 6th and
Pennsylvania Avenue, N.W., Room 130, Washington, DC 20580, (202)
326-2222.

Renting A Car

Federal law does not cover short-term car and truck rentals.
However, there are state laws that do. You should contact your
state or local consumer protection office for more information on
laws in your area.

o Shop around for the best rates.

o Compare all fees, in addition to the daily/weekly rate, before
renting.

o Most car rental contracts make the consumer liable for all
damage to the vehicle, no matter who caused it. Before buying a
rental company's collision or loss damage waiver, check with your
own car insurance company and your credit card company to see if
they cover car rentals and to what extent. It pays to do your
homework because these policies can add $3 to $15 per day to your
rental charges! Rental companies also might sell loss of use and
liability insurance. Check with your insurance agent in advance,
so you do not duplicate coverage you already have.

o If you pay by credit card, some rental companies will place a
hold or freeze on your account during the rental period. Others
might start to charge your account before the rental period is
over. Find out the company's policy in advance.

o Carefully inspect the vehicle and its tires before renting and
write down all the dents and scratches you see.

o Check refueling policies. You can refill at a local gas
station, you can let the car rental company refuel the car at its
price, which is usually higher, or you can pay in advance for a
refill which will cost you needlessly if there is any unused gas
upon returning the vehicle.

o Contact your state or local consumer protection agency for
information on state law or to report problems with your car
rental.

o To order a free publication on car rental, contact the Federal
Trade Commission, Public Reference Section, 6th and Pennsylvania
Avenue, N.W., Room 130, Washington, DC 20580, (202) 326-2222.
Mail Order

Federal mail order rules require companies that take consumers'
orders by mail to:

o ship the merchandise within 30 days of receiving a completed
order or within a different timeframe if it is stated in their ads;

o notify consumers if shipment can't be made on time and give them
the choice of waiting longer or receiving refunds; and o cancel
their orders and return their money (or give them credits on their
charge accounts) if the revised shipping date can't be met, unless
the consumers agree to another delay. There also might be laws
regarding mail order in your state. Contact your state or local
consumer protection agency.

o Keep a record of the name, address and phone number of the
company, goods you ordered, date of your order, amount you paid and
method of payment.

o Keep a record of any delivery period that was promised. o
If you are told that the shipment will be delayed, write the date
of that notice in your records and the new shipping date if you've
agreed to wait longer.

o When you cancel an order that wasn't shipped on time, you have
the right to get a refund within seven days or within one billing
cycle for charged sales.

o When you use your credit card for mail order purchases and you
don't receive the goods or services, or they were defective or
misrepresented, use the credit card protection rights described in
the section on Credit Cards, page 18.

o To limit some of the mail you do not want, you can sign up with
the free Mail Preference Service operated by the Direct Marketing
Association, a private trade group. It will instruct its mail
marketing members to take you off their lists. To join, write to
the Mail Preference Service, P.O. Box 9008, Farmingdale, New York
11735.

To report violations of the Federal mail order rule, contact the
Federal Trade Commission. For information on your state laws,
contact your state or local consumer protection agency. To report
a problem with mail order, contact the U.S. Postal
Inspection Service or the Postal Crime Hotline at 1 (800)
654-8896.

Mail Fraud

o Read the offer carefully. Get the advice of another person
whose opinion you trust.

o Deal only with companies or charities whose reputation and
integrity are known.

o Never give your credit card number or personal, financial or
employment information unless you know with whom you are dealing.

o Never send money for any "free" merchandise or services. o Be
careful of making impulse purchases.

o Keep a record of the order, notes of the conversation and copies
of the advertisement, canceled check, receipt, letters and
envelopes.

o Take the time to shop locally and compare products, services and
prices to those in local stores.

o Check out the company with the U.S. Postal Inspection Service,
your state or local consumer protection agency, or the Better
Business Bureau. Mail fraud is a federal crime.

o Using your credit card or a money order might give you some
recourse if you have a problem, despite your carefulness.

Be suspicious of "free gifts" that require a "tax payment" or
"registration fee;" sweepstakes requiring an entry fee or
purchase; employment or work-at-home opportunities requiring a fee;
offers requiring your credit card number or bank account number;
loans that require you to pay a fee in advance; mailings that look
like they are from official government agencies, when they are not;
and prize notices requiring you to call a 900 number.

Telemarketing

While many legitimate businesses use the telephone to make their
sales, it's easy for fraudulent companies to abuse the phone.
Beware of the con artists who promise anything and deliver
nothing, or at least not what customers thought they were
getting.

Tips for Smart Telephone Shopping

o Always keep a record of the name, address and phone number of
the company, goods you ordered, date of your purchase, amount you
paid (including shipping and handling) and method of payment. o
Keep a record of any delivery period that was promised. o If you
are told that the shipment will be delayed, write the date of that
notice in your records and the new shipping date, if you've agreed
to wait longer.

o Don't give your credit card number, checking account number or
other personal information to a telemarketer unless you are
familiar with the company or organization, and the information is
necessary in order to make your purchase.

Telephone Order Rights

o Some states have telemarketing laws that require written
contracts, automatic cancellation periods or registration of
telemarketing companies. Contact your state or local consumer
protection agency. Federal telephone order rules require
companies that take consumers' orders by phone, computer or fax to:

o ship the merchandise within 30 days of receiving a completed
order or within a different timeframe if it is stated in their ads;

o notify consumers if shipment can't be made on time and give them
the choice of waiting longer or receiving refunds; and o cancel
their orders and return their money (or give them credits on their
charge accounts) if the revised shipping date can't be met, unless
the consumers agree to another delay. Use Caution and Common Sense

o Don't be pressured into acting immediately or without the full
information you need.

o Shop around and compare costs and services.

o Report all fraudulent activity to your consumer agency. Check
the company out with your consumer protection agency or the Better
Business Bureau.

o If the solicitation came by mail, call the Postal Crime
Hotline at 1 (800) 654-8896 (toll free) for more advice on not
becoming a victim.

o Call the National Fraud Information Center, administered by the
National Consumers League, at 1 (800) 876-7060 (toll free) for
information about telemarketing fraud.

Blocking Telemarketing Calls

You have the right under federal law:

o to tell a company not to call you by phone or not to contact you
in writing; the company must keep a list of these consumers and not
contact them; keep a record for your file;

o not to get calls before 8 a.m. or after 9 p.m.;

o not to receive unsolicited ads by fax; and

o to be disconnected from a pre-recorded machine-delivered message
within five seconds of hanging up.

Some states do not allow telemarketers to call people who do not
want to receive calls. Contact your state or local consumer
protection agency to check your state's rights.

To reduce telephone calls you do not want, you can sign up with the
free Telephone Preference Service operated by the Direct Marketing
Association, a private trade group. To join, write to the
Telephone Preference Service, P.O. Box 9014, Farmingdale, NY 11735.

To report violations of the telephone order rule, contact the
Federal Trade Commission. If you made the telephone transaction in
response to a postcard or other mailing, contact the U.S. Postal
Inspection Service or the Postal Crime Hotline at 1 (800) 654-8896
(toll free). For information on the laws in your state, contact
your state or local consumer protection agency.

Calls That Cost: 900 Numbers and Other Pay-Per-Call Services
Unlike 800 numbers which are free, you pay a fee when you call a
900-type number. The company or organization you're calling sets
the price, not the telephone company. Most states do not
regulate the cost of these calls. Charges can vary from less than
a dollar to more than $50. Federal law requires that: o consumers
be told the cost of calling the number and given a description of
the product and service. This must appear in advertisements and,
for calls costing more than two dollars, in the introductory
message or preamble at the beginning of the call;

o the cost of calling must be disclosed by flat rate, by the
minute with any minimum or maximum charge that can be determined,
or by range of rates for calls with different options; all other
fees charged for services and the cost of any other service to
which a caller might be transferred must be disclosed;

o consumers must be given time to hang up after the introductory
message without being charged; there must be a signal or tone to
let them know when the preamble ends;

o no charges can be made for calling 800 numbers unless the
consumer agrees in advance to be charged;

o any pay-per-call services offering sweepstakes, prizes or awards
must disclose the odds of winning or the factors for determining
the odds;

o ads directed to children under age 12 are not allowed unless
they are for legitimate educational services;

o ads directed primarily to people under the age of 18 must state
that parents' consent is needed to call the number; and o ads for
information about Federal programs offered by private companies
must state clearly that they are not endorsed, approved or
authorized by government agencies.

Protect yourself from fraud by avoiding:

o ads that don't describe clearly the goods or services or the
cost of the calls;

o offers of "free" gifts or prizes just for calling;

o promises of jobs, loans, credit cards for people with poor
credit, "credit repair" or other services aimed at consumers who
are in financial hardship;

o contests to win money in which little or no skill is required;

o services targeted to children under 12 which don't appear to
serve any legitimate educational purpose; and

o offers of cheap travel or any other deals that seem to be "too
good to be true."

Hang up if you're being switched from an 800 number to a 900 number
without your prior consent.

What You Need to Know about 800 Numbers

Generally, you cannot be charged for 800 numbers. However, there
are two exceptions. Charges for an 800 number can be made only if:

o you have a "pre-subscription arrangement" with the company (for
example, with an information service). This means you already have
an agreement to accept charges before you called the 800 number; or

o you agree to a credit card charge.

Your Rights and Recourse

o If you question 900-type number charges which appear on your
phone bill, you can dispute the bill. Your local and long
distance telephone service cannot be disconnected for disputed pay-
per-call charges.

o In most cases, the charge for a pay-per-call service is
collected by the local telephone company on behalf of the service
provider. Follow the instructions on your bill immediately to
dispute the charges. Keep a record of whom you talked to, and the
date and copies of any letters you send. Pay the undisputed
portion of your phone bill.

o Even if the telephone company removes the charges, the debt
might be turned over to a collection agency by the service
provider. Send the collection agency a letter explaining why you
dispute the debt. (See the section on Credit, page 19.)

o To avoid problems with 900-type numbers, you can request
"blocking" from your local phone company. Blocking prevents 900
numbers from being dialed from your phone.

o If you suspect a violation of pay-per-call rules, contact your
state or local consumer protection agency and the Federal Trade
Commission. If the ad for the number came by mail, write to the
U.S. Postal Inspection Service or call the Postal Crime Hotline at
1 (800) 654-8896 (toll free). If you are not satisfied with the
way the phone company handled your complaint, contact the Federal
Communications Commission. (See page 105 for information on how to
contact Federal government agencies.)

Door-to-Door Sales

o Ask to see the salesperson's personal identification and license
or registration if that is required where you live. Make note of
his/her name, the name and address of the company, and whether the
salesperson carries proper identification.

o Ask for sales literature and then call local stores that might
sell the same merchandise to compare prices. Some door-to-door
products might be overpriced.

o Don't be pressured into buying something. Watch for the warning
signs: an offer of a "free gift" if you buy a product, an offer
that is only good for that day, or you're told that a neighbor just
made a purchase.

o If you feel threatened or intimidated, ask the person to leave.
Don't leave the person unattended in any room of your home. If you
are suspicious, report the incident to the police immediately.

Cancellation Rights

o The "Door-to-Door Sales Rule" (or "Cooling Off Rule") gives you
the right to cancel certain purchases costing $25 or more. Notify
the company in writing by midnight of the third business day
following the sale. Saturdays are considered business days, but
Sundays and holidays are not.

o The seller must tell you about your cancellation rights and give
you two dated copies of a cancellation form showing the seller's
name and address and explaining your right to cancel. o These
Federal cancellation rights apply to purchases made in locations
outside the seller's normal place of business, in other words, at
a house party, a temporarily rented room or in your home.

o States might have additional cancellation laws that protect
consumers. Check with your state or local consumer protection
agency for your rights.

o To cancel a contract, sign and date one copy of the
cancellation form. Mail it within the three-day limit, making sure
it's post-marked before midnight of the third business day.
Sending it by certified mail will show proof that it was mailed.
o If you were not given the cancellation form at the time of sale,
your right to cancel continues until three days after the seller
finally gives it to you. You can write your own letter cancelling
the sale and send it return receipt requested.

o Once you cancel, you have a right to a refund within 10 days.
The seller must let you know when the product will be picked up and
must return any paperwork and trade-ins within that time. o
Within 20 days, the seller must pick up the item or reimburse you
for any shipping expenses if you send it back yourself. If you do
not return it, you still are responsible under the
contract.

o Extend your rights! If you paid by credit card, canceled the
contract within three days, have not yet paid the credit card bill
and still have a problem getting a refund, dispute the charges with
your credit card company under the Fair Credit Billing Act, (See
the section on Credit, page 19.)

Home Improvement

o Plan ahead. Know what you want or need to have done before
contacting a contractor.

o Get detailed estimates from reputable contractors. Contact your
local or state consumer agency and Better Business Bureau for
information on contractors' licensing or registration
requirements, complaint records and for brochures containing
advice.

o Contact your local building inspection department to check for
permit and inspection requirements.

o Call your insurance company to find out if you are covered for
any injury or damage that might occur and be sure your contractor
has the required insurance for his/her workers and
subcontractors.

o Insist on a complete written contract. Know exactly what work
will be done, the quality of materials that will be used,
timetables, the names of any subcontractors, the total price of the
job and the schedule of payments.

o You have cancellation rights (usually three business days) in
many home improvement contracts. Before you sign a contract, check
with your local consumer agency to find out if you have
cancellation rights and how they apply.

o Understand your payment options. You can get your own loan or
the contractor might arrange financing. Be sure you have a
reasonable payment schedule at a fair interest rate.

o Some state laws specify payment schedules, for example, only
allowing a certain percentage of the total cost to be made as a
down payment. Contact your state or local consumer agency to find
out what the law is in your area.

o Lien rights, which might give the contractor or subcontractors
the ability to "attach" your home for unpaid bills, vary from state
to state. Ask your local consumer agency to explain the situation
where you live.

o You need to be especially cautious if the contractor:

- comes door-to-door or seeks you out;

- just happens to have material left over from a recent job; -
tells you your job will be a "demonstration;"

- offers you discounts for finding him/her other customers; -
quotes a price that's too cheap;

- pressures you for an immediate decision;

- has workers or suppliers who tell you they have trouble getting
paid;

- can be reached only by leaving messages with an answering
service; or

- drives an unmarked van or has out-of-state plates on his/her
vehicle.

Home Financing

o Check the real estate or business sections in the newspaper for
information on current interest rates. Call several lenders for
rates and terms based on the type of mortgage you want. o When
buying a newly constructed home, compare the interest rate and
terms offered through the builder's sales office with those offered
by other lending institutions.

o When interest rates go down, you might save money by
refinancing, but you probably should not refinance unless the new
interest rate will be at least two percentage points below the rate
you're paying currently.

o For an adjustable rate mortgage, or "ARM," find out the "cap" or
the maximum interest rate that can be charged during the life of
the loan. Ask how often the rate might change and what
determines the rate change.

o Get a complete list of "closing" or "settlement" costs and find
out which costs will be refunded if your loan is not
approved.

o Be wary of financing that is based on "negative amortization."
While the payments might be lower than in other types of loan
agreements, they're not enough to cover the monthly interest
charges. The portion of interest that is left unpaid is added to
the principal, which means that each month, the borrower pays
interest on a higher amount than before. With negative
amortization, the debt actually keeps increasing rather than
decreasing. You could end up owing a lot of money at the end of
the loan or losing your home.

Home Equity Credit Lines

o Although a home equity credit line might allow you to take tax
deductions you could not take with other types of loans, your home
will be at risk if you cannot make the monthly payments. o Some
questions to ask when comparing home equity loan offers: - How
large a credit line can be extended?

- How long is the term of the loan?

- What is the minimum monthly payment? Is there a maximum? -What
is the annual percentage rate?

- If the interest rate "floats," or is adjustable, how much can it
increase at one time? Is there a maximum rate?

- Are there any annual fees or transaction fees?

Reverse Mortgages

o If you own your home, a reverse mortgage loan will pay you in
monthly advances or through a line of credit. It lets you
convert your equity into cash which you can use for any purpose,
while retaining your ownership in your home. Before you sign, be
sure you understand all the terms and conditions.

o Interest rates on this type of loan might be higher and are
charged on a compound basis. Application fees, points and
closing costs also might be higher than other types of loans.
Interest rates are not deductible on your income taxes until you
repay the loan in full. There will be less equity for you and your
heirs in the future.

For more information or to file a complaint, contact:

Department of Housing and Urban Development
Office of Single Family Housing
451 Seventh Street, S.W., Room 9282
Washington, D.C. 20410
(202) 708-3175

State and Local Consumer Protection Offices
(See the list beginning on page 70.)

Selecting a Financial Institution

Carefully select a financial institution by comparing the terms and
prices of all of the services you need.

o Shop around. Do not do business with the first institution that
seems willing to do business with you.

o Check the front door to see if the institution displays a
government logo indicating that it is insured Federally.
Generally, if the institution is insured Federally, an individual
is covered for up to $100,000 in deposits if the institution fails.

Truth in Savings Act

o Requires financial institutions to disclose the "Annual
Percentage Yield," or "APY," on savings accounts. The APY tells
you how much money you would earn if you kept $100 in the account
for one year.

o Requires that the institution credit your entire deposit instead
of crediting a portion of your deposit or using a "low balance per
month" method. This increases your earnings.

o Requires that institutions have available a list of their fees
for bounced checks, stop payment orders, certified checks, wire
transfers or similar items. Ask for the list.

o Prohibits institutions from advertising "free" checking if there
are hidden charges or requirements, for example, having to maintain
a minimum balance to qualify.

Checking Accounts

o Before you open a checking account, find out what the fees will
be for writing checks, for bounced checks, for the checks
themselves and for other services. Ask if the institution will
send you the canceled checks with your monthly statement. If not,
find out the cost for copies of canceled checks. You might need
them for proof of payment in some situations.

Loans

o When shopping for a mortgage, check the real estate section of
your local newspaper to find out the current interest rates. Check
the rates for 30-year mortgages, 15-year mortgages and adjustable
rate mortgages. Ask the lending institution to
explain the differences.

o Most home improvement loans are secured by a mortgage on your
home. It's better not to finance expensive credit life insurance
or to consolidate other debts into this loan. Your home will be at
risk for every extra dollar you borrow. If you don't make your
payments, you could lose your home.

o For car loans, compare the rates offered by the car dealer with
those of local lending institutions. Don't add expensive extras
like credit life insurance to the total amount of the loan. You do
not have to purchase credit insurance in order to get a loan.
Credit Cards

o For a small fee, you can purchase a list of the most
competitive interest rates and credit cards in the country and find
out how to qualify for the lowest rate possible by
contacting Bankcard Holders of America, 560 Herndon Parkway, Suite
120, Herndon, VA 22070, (703) 481-1110.

o If you cannot pay off your full credit card balance each month,
a lower interest rate will save you money. If you do pay off your
balance in full each month, choose a card with no annual fee.

o Report billing errors and unauthorized charges to your credit
card company right away. Keep a list of credit card numbers and
card company phone numbers to alert a credit card company
immediately if a card is stolen or missing. If you report the
incident immediately, the most you will have to pay for any
unauthorized charges is $50 on each card, regardless of how high
the total unauthorized charges go before you report your card
missing.

o Don't give your credit card number over the phone to
unfamiliar companies or to people who say they need it to
"verify" your identity in order to give you a prize.

o After signing your name on a credit card charge slip, pull out
the carbons and rip them up.

o A Federal law gives all consumers equal access to credit. The
Equal Credit Opportunity Act makes it illegal for creditors to
discriminate against applicants on the basis of race, sex,
national origin, marital status, age or religion, or because of
public assistance income.

o Be cautious of offers for "secured" credit cards. These cards
usually require you to set aside money in a separate bank account
in an amount equal to the line of credit on the card to guarantee
that you will pay the credit card debt. Some of these offers
advertise that secured cards can be used to "repair" a bad credit
record, but you should know that no matter how well you handle this
account, your payment history on your past debts still will be
taken into consideration when you apply to other lenders for credit
or for employment or housing.

For more information or to file a complaint, contact:

Federal Deposit Insurance Corporation
Office of Consumer Affairs
550 17th Street, N.W.
Washington, DC 20429
(202) 898-3536
(202) 898-6726 (voice/TDD)
1 (800) 934-3342 (toll free)

Board of Governors of the Federal Reserve System
Division of Consumer and Community Affairs
20th and C Streets, N.W.
Mail Stop 198
Washington, DC 20551
(202) 452-3693
(202) 898-6726 (FDIC Voice/TDD)

Comptroller of the Currency
Consumer Affairs
250 E Street, S.W.
Washington, DC 20219
(202) 874-4820

Bankcard Holders of America
560 Herndon Parkway, Suite 120
Herndon, VA 22070
(703) 481-1110

National Credit Union Administration
1775 Duke Street
Alexandria, VA 22314-3428
(703) 518-6300

State Banking Authorities
(See Consumer Assistance Directory, page 87.)

State and Local Consumer Protection Offices
(See Consumer Assistance Directory, page 70.)

Credit

Credit Reporting

The three biggest credit reporting agencies, TRW, Equifax and Trans
Union, each have millions of credit files on consumers nationwide.
Their toll-free numbers are:

o TRW - 1 (800) 392-1122;

o Equifax - 1 (800) 685-1111; and

o Trans Union - 1 (800) 851-2674.

You can find other credit bureaus in your area by looking in the
Yellow Pages under Credit Bureaus or Credit Reporting.

If you apply for credit, insurance, a job or to rent an
apartment, your credit record might be examined. You can make sure
yours is accurate.

o Get a copy once a year or before major purchases. Your report
is generally free if you've been denied credit in the past 60 days.
Otherwise, the credit bureau can impose a reasonable charge.

o Read the report carefully. The credit bureau must provide
trained personnel to explain the information in the report. o
Dispute any incorrect information in your credit record. Write to
the credit bureau and be specific about what is wrong with your
report. Send copies of any documents that support your dispute.

In response to your complaint, the credit bureau:

o must investigate your dispute and respond to you, usually within
30-35 days; information that is inaccurate or cannot be verified
must be corrected or taken off your report; and

o cannot be required to remove accurate, verifiable information
that is less than seven years old (10 years for bankruptcies). If
you are dissatisfied with the results of the re-investigation, you
can have the credit bureau include a 100-word consumer
statement, giving your version of the disputed information. You
also can contact the source of the disputed information and try to
resolve the matter.

If there is an error on a report from one credit bureau, the same
mistake might be on others as well. You might want to contact the
three major bureaus, as well as any local bureau listed in the
Yellow Pages of your telephone book.

Credit bureaus sometimes sell your name to banks or others who want
to send you offers for credit cards or other forms of
credit. If you don't want your name included on such lists, write
or call the three major credit bureaus and tell them not to release
your name.

Credit Repair

You might see or hear ads from companies that promise to "clean up"
or "erase" your bad credit and give you a fresh start. They charge
high fees, usually hundreds of dollars, but do not deliver on their
promises.

If you are thinking of paying someone to "repair" your credit,
remember this:

o Negative credit information can be reported for seven years (10
years for a bankruptcy).

o No one can require a credit bureau to remove accurate negative
information before that period is up.

o There are no "loopholes" or laws that credit repair companies
can use to get correct information off your credit report. o No
credit repair company can do anything you can't do for yourself.
(See the section on Credit Reporting, page 19.) o A "money-back
guarantee" does you no good if the company has gone out of business
or refuses to make good on its refund
promise.

o The only way to "repair" bad credit is by good credit
practices over a period of time.

Some credit repair companies promise not just to clean up your
existing credit record, but to help you establish a whole new
credit identity. Remember, it is illegal to make false
statements on a credit application or to misrepresent your Social
Security Number. If you use such methods, you could face fines or
even prison. Beware of any company or method that:

o encourages you to omit or lie about bad credit experience when
you apply for new credit;

o tells you to use a new name or address or a new number, for
example, an Employer Identification Number (EIN), in place of your
Social Security Number in applying for credit; or

o says it is legal to establish a new credit identity.

You can rebuild your good credit by handling credit responsibly.
You might want to contact a Consumer Credit Counseling Service
(CCCS) office. This is a non-profit organization that will provide
help at little or no cost to you. For a CCCS office in your area,
call 1 (800) 388-CCCS.

Credit Billing and Disputes

The Fair Credit Billing Act applies to credit card and charge
accounts and to overdraft checking. It can be used for:

o billing errors;

o unauthorized use of your account;

o goods or services charged to your account, but not received or
not provided as promised; and

o charges for which you request an explanation or written proof of
purchase.

Protect Your Rights

o Write to the creditor or card issuer within 60 days after the
first bill containing the disputed charge is mailed to you. (Even
if more than 60 days have passed since you were billed for the
item, you still might be able to dispute the charge if you only
recently found out about the problem.)

o Send your letter to the address provided on the bill; do not
send the letter with your payment.

o In your letter, give your name and account number, the date and
amount of the charge disputed, and a complete explanation of why
you are disputing the charge. Be specific.

o To be sure your letter is received, and so you will have a
record, you might wish to send it by certified mail, with a return
receipt requested.

If you follow these requirements, the creditor or card issuer must
acknowledge your letter in writing within 30 days after it is
received and conduct an investigation within 90 days.

While the bill is being disputed and investigated, you need not pay
the amount in dispute. The creditor or card issuer may not take
action to collect the disputed amount, including reporting the
amount as delinquent, and may not close or restrict your account.

If there was an error or you do not owe the amount, the creditor or
card issuer must credit your account and remove any finance charges
or late fees relating to the amount not owed. For any amount still
owed, you have the right to an explanation and copies of documents
proving you owe the money.

If the bill is correct, you must be told in writing what you owe
and why. You will owe the amount disputed, plus any finance
charges. You may ask for copies of relevant documents.

Debt Collection

The Fair Debt Collection Practices Act applies to those who collect
debts owed to creditors for personal, family and
household debts, including car loans, mortgages, charge accounts
and money owed for medical bills. A debt collector may not: o
contact you at unreasonable times or places, for example, before 8
a.m. or after 9 p.m., unless you agree, or at work if you tell the
debt collector your employer disapproves;

o contact you after you write a letter to the collection agency
telling them to stop, except to notify you if the debt collector or
creditor intends to take some specific action;

o contact your friends, relatives, employer or others, except to
find out where you live and work or tell such people that you owe
money;

o harass you by, for example, threats of harm to you or your
reputation, use of profane language or repeated telephone calls;
o make any false statement, including that you will be arrested;
and

o threaten to have money deducted from your paycheck or sue you
unless the collection agency or creditor actually intends to do so,
and it is legal to do so.

If you are contacted by a debt collector, you have a right to a
written notice, sent within five days after you are first
contacted, telling you:

o the amount owed;

o the name of the creditor; and

o what action to take if you believe you don't owe the money. If
you believe you do not owe the money or don't owe the amount
claimed, contact the creditor in writing and send a copy to the
debt collection agency with a letter telling them not to contact
you.

If you do owe the money or part of it, contact the creditor to
arrange for payment.

Equal Credit Opportunity Act

The Equal Credit Opportunity Act guarantees you equal rights in
dealing with anyone who regularly offers credit, including banks,
finance companies, stores, credit card companies and credit unions.
A creditor is someone to whom you owe money. When you apply for
credit, a creditor may not:

o ask about or consider your sex, race, national origin or
religion;

o ask about your marital status or your spouse, unless you are
applying for a joint account or relying on your spouse's income or
you live in a community property state (Arizona, California, Idaho,
Louisiana, Nevada, New Mexico, Texas and Washington); o ask about
your plans to have or raise children;

o refuse to consider reliable public assistance income or
regularly received alimony or child support; and

o discount or refuse to consider income because of your sex or
marital status or because it is from part-time work or retirement
benefits.

You have the right to:

o have credit in your birth name, your first name and your
spouse's last name, or your first name and a combined last name;
o have a co-signer other than your spouse if one is necessary;
o keep your own accounts after you change your name or marital
status or retire, unless the creditor has evidence you are unable
or unwilling to pay;

o know why a credit application is rejected; the creditor must
give you the specific reasons or tell you of your right to find out
the reasons if you ask within 60 days; and

o have accounts shared with your spouse reported in both your
names.

Credit Cards

Choosing a Credit Card

Credit card issuers offer a wide variety of terms. Consider and
compare all the terms, including the following, before you select
a card:

o Annual Percentage Rate (APR) - the cost of credit as a yearly
rate.

o Free or Grace Period - allows you to avoid any finance charge by
paying your balance in full before the due date. If there is no
free period, you will pay a finance charge from the date of the
transaction, even if you pay your entire balance when you receive
your bill.

o Fees and Charges - most issuers charge an annual fee; some also
might charge a fee for a cash advance or if you fail to make a
payment on time or go over your credit limit.

Shop around for the terms that are best for you. Before giving
money to a company that promises to help you get a credit card:
o find out who the card issuer is and get the credit card terms in
writing, including all the fees and whether a deposit is required;

o try to apply to a card issuer directly, rather than giving money
to a third party; if you don't get the credit card, you might not
be able to get your money back;

o beware of "credit cards" that only allow you to buy from certain
overpriced, restricted goods catalogs; and

o beware of companies that promise "instant credit" or guarantee
you a credit card "even if you have bad credit or no credit
history;" no one can guarantee you credit in advance.

Using a Credit Card

Know your credit card protections. When you have used your card
for a purchase and you don't receive the goods or services as
promised, you might be able to withhold payment for the goods or
services. Card issuers must investigate billing disputes. (See
the section on Credit Billing and Disputes, page 20.)

If your card is lost or stolen, you are not liable for any
charges if you report the loss before the card is used. If the
card is used before you report it missing, the most you will owe is
$50.

Protect your credit record. Pay bills promptly to keep finance
charges low and to protect your credit rating. Keep track of your
charges and don't exceed your credit limit. Report any change of
address prior to moving so that you receive bills promptly.

Preventing Credit Card Fraud

o Sign cards when they arrive, so no one can forge your
signature on the cards and use them.

o Keep copies of all sales slips. Open credit card bills
promptly and compare the sales slips with the charges on your bill.

o Promptly report any suspicious or unauthorized charges to the
card issuer.

o Never give your credit card number over the phone unless you
have made the call and you know the company is reputable.

o Draw a line through blank spaces on charge slips. Do not sign
a blank charge slip.

o Destroy carbons and incorrect charge slips.

o Keep a record of your card numbers and expiration dates and the
phone number of the card issuer in a safe place.

To order free brochures on credit, contact the Federal Trade
Commission, Public Reference Section, 6th and Pennsylvania
Avenue, N.W., Suite 130, Washington, DC 20580, (202) 326-2222. To
file a complaint, contact your state or local consumer
protection agency, your state attorney general or your Better
Business Bureau.

Consumer Privacy

How to Reduce Unwanted Solicitations and Guard Your Privacy o Pay
for local purchases with cash, rather than by check or credit card.

o Ask manufacturers, catalogue or magazine subscription
companies, charities and others with whom you do business not to
sell your name to others for marketing purposes.

o Don't release your Social Security Number except to an
employer, government agency, lender or credit bureau that
requires it to identify you.

o Don't give anyone your credit card or checking account numbers
unless you're making purchases with them, and don't put credit card
numbers on your checks.

o When filling out warranty or other information cards, don't
include optional or unnecessary personal information.

o Federal law gives you the right to ask telemarketers to take
your name off of their lists and not to call you again. Keep
records of their names, addresses and the dates of your requests.
File a complaint with the Federal Communications Commission (see
page 109) if they don't remove your name from their marketing lists
once you have made your request.

o Personal information is easily obtained by companies promoting
sweepstakes, contests and prize offers. Be careful to check out
the companies before deciding to do business with them or
releasing personal or financial information. Contact your state or
local consumer agency (see page 70) or Better Business Bureau (see
page 63). These three types of promotions are in the top 10
consumer complaints nationwide.

Review Files that Contain Information about You

The Medical Information Bureau (MIB) is a data bank used by
insurance companies. You might want to obtain a copy of your file
and make sure the information it contains is correct. Write to the
Medical Information Bureau, P.O. Box 105, Essex Station, Boston, MA
02112.

Credit bureaus keep records about your credit history. You should
review periodically your credit reports for accuracy. (See the
section on "Credit Reporting," beginning on page 19.) To limit
mail or telephone calls you do not want, you can sign up at no cost
for a service that tells some of the telephone or mail marketing
companies not to contact you. (See the sections on Telemarketing
and Mail Order, pages 13 and 12, respectively, for more
information.)

Many states have their own privacy laws concerning telemarketing,
employment, the use of social security, credit card or checking
account numbers, medical records, mailing lists, credit reports,
debt collection, computerized communications, insurance records and
public data banks. Check with your state or local consumer agency
about specific privacy rights or a referral to the
appropriate agency.

Advance Fee Scams

Be wary of ads promising guaranteed jobs, guaranteed loans, credit
repair, debt consolidation or similar claims. Many of these are
only a way to get you to send money in exchange for little or no
service.

o Be cautious when responding to advertisements which use 900
telephone numbers. You can be charged substantial and differing
amounts for calls to 900 numbers.

o Be careful with your personal information, including Social
Security Numbers, credit card numbers and bank account numbers,
among others. Fraudulent businesses could use this information to
make an unauthorized charge to your credit card or to withdraw
money from your bank account.

o Before you make any payment, ask the business to send you a
contract and other information stating the terms of the service and
whether you can cancel the service and get a refund.

o Ask how long the firm has been in business and if it is
licensed properly. Request that the company send you copies of its
business or other licenses. Review all contracts carefully. o
Contact your state or local consumer protection agency and the
Better Business Bureau to find out a company's complaint record.
o Some states have enacted laws banning or regulating these types
of businesses. To find out the law in your state or to report a
fraud, contact your state or local consumer protection agency.

o For information on the dangers of these types of scams, call the
non-profit National Fraud Hotline at 1 (800) 876-7060 (toll free).

Special Contracts

Health Clubs

When you are considering whether to join a health club, be
cautious of:

o joining clubs that have not opened - they might never open; o
low-cost "bait" ads - many "switch" you to expensive long-term
contracts;

o promises that you can cancel anytime and stop paying - check the
written contract for the terms of membership and any other
promises;

o the fine print - many low-cost ads and contracts severely
restrict hours of use and services;

o signing long-term contracts - consumer protection agencies
report that many consumers quit using the club within a few months;

o automatic monthly billing to your charge card or debit from a
checking account - these are easier to start than to stop; and o
unbelievably low one-time fees with no monthly dues.

Before you sign, be sure to:

o check with your doctor before you begin an exercise program;
o visit the club at the hours you will be using it;

o check to see that promised equipment/services are actually
available;

o talk to current members regarding their satisfaction with the
club;

o check out several clubs before you sign a contract;

o consider your commitment to a long-term program - good
intentions seem to fade as the reality of the hard work sets in;
o read the contract carefully before you sign; is interest charged
for a payment plan? Are all promises in writing?; and o check
with your local or state consumer agency or Better Business Bureau
for any laws in your state, cancellation rights or complaints
against the company.

Dating Clubs/Matchmakers

When you choose to deal with a dating service, be sure to check:
o from how far away the referrals might come;

o the economic/professional status of dates;

o that dates are club members;

o your ability to review the video/profile/picture, etc. of a
proposed date before your phone number is given or a meeting is
arranged;

o that the information in your file is clear, e.g., wishes,
interests, requirements, "won't accepts;"

o the length of the contract and the number of
dates/introductions promised;

o the cost of any additional fee to extend/renew/continue the
membership;

o any extra costs associated with club functions (parties,
picnics, trips);

o what the club promises to do for the basic fee - there might be
little relationship between the cost and performance of the club;
beware of very high priced companies;

o that all "guarantees" are in writing;

o for figures on its percent of success and the average length of
time needed to locate an acceptable spouse if the club
promises to find you a spouse; and

o the cancellation policy - check with your state or local
consumer agency for your legal rights; contact your consumer agency
or the Better Business Bureau to file a complaint.

Timeshares/Campgrounds

o Prizes and awards might be used in promoting timeshares and
campgrounds. They sometimes are overvalued or misrepresented.
Free awards might "bait" you into driving a long distance to the
property, only to attend a long high-pressure sales pitch to obtain
your prize.

o Be realistic. Make your decision based on how much you will use
it and if it provides the recreational and vacation purposes you
want. Don't decide to purchase based on an investment
possibility. It might be difficult or almost impossible to resell.

o Ask about such additional costs as finance charges, annual fees
and maintenance fees. Maintenance fees can go up yearly. o
Compare your total annual cost with that of hotels or your normal
vacation expenses.

o Ask about availability during your vacation periods. Ask what
other timeshares or campgrounds you may use with your membership.

o Talk to individuals, who already purchased from the company,
about the services, availability, upkeep and reciprocal rights to
use other facilities.

o Get everything in writing and make sure verbal promises are in
the written contract. Have an attorney review any
contracts/documents and make sure there are no blanks on the papers
you sign.

o Do you have cancellation rights? State laws vary. Check with
your local or state consumer agency.

o Check for any complaints against the company, seller,
developer and management company with your consumer agency or the
Better Business Bureau.

o To order a free publication on timeshares and health clubs,
contact the Federal Trade Commission, Public Reference Section, 6th
& Pennsylvania Avenue, N.W., Suite 130, Washington, DC 20580, (202)
326-2222.

Travel Scams

o Don't be taken by solicitations by postcard, letter or phone
claiming you've won a free trip or can get discounts on hotels and
airfares. These offers usually don't disclose the hidden fees
involved, for example, deposits, surcharges, excessive handling
fees or taxes.

o Some travel scams require you to purchase a product to get a
trip that's "free" or "two-for-one." You'll end up paying for the
"free" trip or more for the product than the trip is worth, and the
two-for-one deal might be more expensive than if you had arranged
a trip yourself by watching for airfare deals.

o Be wary of travel offers which ask you to redeem vouchers or
certificates from out-of-state companies. Their offers are usually
valid only for a limited time and on a space-available basis. The
hotels are often budget rooms and very uncomfortable. The company
charges you for the trip in advance, but will the company still be
in business when you're ready to take the trip? o Check the
reputation of any travel service you use, especially travel clubs
offering discounts on their services in exchange for an annual fee.
Contact your state or local consumer protection agency or the
Better Business Bureau.

o Request copies of a travel club's or agent's brochures and
contracts before purchasing your ticket. Don't rely on oral
promises. Find out about cancellation policies and never sign
contracts that have blank or incomplete spaces.

o Never give out your credit card number to a club or company with
which you're unfamiliar or which requires you to call 900 numbers
for information.

o Don't feel pressured by requests for an immediate decision or a
statement that the offer is only good "if you act now." Don't deal
with companies that request payment in advance or that don't have
escrow accounts where your deposit is held.

o Research cut-rate offers, especially when dealing with travel
consolidators who might not be able to provide your tickets until
close to your departure date.

o You can protect yourself by using a credit card to purchase
travel services. If you don't get what you paid for, contact the
credit card issuer and you might be able to get the charges
reversed. Be aware that you have 60 days to dispute a charge. See
page 20 for further information on billings and disputes.

Rent-To-Own

Although buying in a rent-to-own transaction sounds like a simple
solution when you are short of cash, rent-to-own can be
expensive. The rental charge can be three or four times what it
would cost if you paid cash or financed the purchase at the highest
interest rate typically charged in installment sales. Before
signing a rent-to-own contract, ask yourself the following
questions:

o Is the item something I absolutely have to have right now? o
Can I delay the purchase until I have saved enough money to pay
cash or at least make a down payment on an installment plan? o
Does a retail store offer a layaway plan for the item?

o Have I considered all my credit options, including applying for
retail credit from the merchant or borrowing money from a credit
union, bank or small loan company?

o Would a used item purchased from a garage sale, classified ad or
secondhand store serve the purpose?

If you decide that rent-to-own is the best choice for you, here are
some questions you should ask before you sign on the dotted line.

o What is the total cost of the item? The total cost can be
determined by multiplying the amount of each payment by the number
of payments required to purchase the item. Make sure to add in any
additional charges, for example, finance, handling or balloon
payments at the end of the contract.

o Am I getting a new or used item?

o Can I purchase the item before the end of the rental term? If
so, how is the price calculated?

o Will I get credit for all of my payments if I decide to
purchase the item?

o Is there a charge for repairs during the rental period? Will I
get a replacement while the rented item is not in my
possession?

o What happens if I am late on a payment? Will the item be
repossessed? Will I pay a penalty if I return the item before the
end of the contract period?

Comparison shop among various rent-to-own merchants. Contact your
local or state consumer protection agency to find out if there are
any complaints on record against the business. Check for any
specific state laws. Read the contract carefully and make sure you
understand all the terms and get all promises in writing.

Remember, know what you are paying. Compare the cash price plus
finance charges in an installment plan with the total cost of a
rent-to-own transaction.

Long-term rent-to-own contracts cost so much more than
installment plans that you could rent an item, make a number of
payments, return the item, buy it on an installment plan and still
come out ahead.

Product Safety and Recalls

Knowing how to use products correctly, reading instructions and
being alert to hazards will help to ensure a safe environment
around you. You also should pay attention to product recalls in
the news and consumer magazines. Several Federal government
agencies provide recall information on a variety of products,
including toys, cars, child safety seats, food, and health and
beauty aids.

o Read about major appliances, tools and other items before you
buy. There are several consumer magazines at the library which
give detailed information on the prices, features and safety of
various products.

o Learn to use power tools and electrical appliances safely. If
you don't know what a ground fault circuit interrupter (GFCI) is,
find out. Read the instructions carefully before using the
equipment.

o Don't use things for purposes the manufacturer never intended.
Tools aren't kids' toys.

o Poolside safety demands non-climbable fencing, CPR training, a
poolside phone, a GFCI and constant adult supervision to help
ensure the protection of children. Some building codes require
some of these safety features.

o Make sure toys are age appropriate. Your 10-year-old's
baseball bat can be a lethal weapon in the hands of your
three-year-old slugger.

o Kids should always wear bicycle helmets. Some states now
require it. When shopping for helmets, look for the ANSI and/or
SNELL sticker to ensure the safest helmet.

o Small parts can present choking hazards to children who put
things in their mouths. Beware of balloons, balls, marbles and
older children's toys.

o Baby items demand special attention. Cribs, baby walkers and
baby gates have changed dramatically as the result of new safety
requirements. Don't buy used baby items that can't comply with
current standards.

o Garage and tag sales are places where small appliances, power
tools, baby furniture and toys with safety defects, lead paints or
other hazards get passed along to new owners. Make sure these
types of items meet current safety requirements.

o If you spot a product defect, design flaw, allergic reaction or
hidden hazard, contact the U.S. Consumer Product Safety
Commission or your state or local consumer protection agency. o
Read product labels. Some products can turn into deadly poisons
when mixed with other products, stored improperly or used in poorly
vented areas.

o Keep all medicines, cleaning products, wood finishes, toxic art
supplies and paints out of the sight and reach of young children.
Keep leftover products in their original containers. Have the
poison control emergency number near your phone. Get rid of old
and dated products.

o Look for tamper-resistant packaging on foods and medicine. o
Watch out for dinnerware decorated with lead paint or glaze and
lead crystal decanters. If there's no way to ensure the items are
lead-free, don't buy them.

o Contact the Auto Safety Hotline at 1 (800) 424-9393 (toll free)
to report safety problems, and to obtain recall and safety
information on new and used cars, trucks, motorcycles, motor homes,
child seats and other motor vehicle equipment.

For consumer education material or to file a complaint, contact:
(consumer products, other than cars, food or drugs)
Product Safety Hotline
U.S. Consumer Product Safety Commission
Washington, DC 20207
1 (800) 638-CPSC (toll free)
1 (800) 492-8104 (toll free TDD in MD)
1 (800) 638-8270 (toll free TDD outside of MD)

(vehicles, child safety seats and other motor vehicle equipment)
Auto Safety Hotline
National Highway Traffic Safety Administration
Department of Transportation
Washington, DC 20590
(202) 366-0123
(202) 366-7800 (TDD)
1 (800) 424-9393 (toll free outside DC)
1 (800) 424-9153 (toll free TDD outside DC)

(food, drugs, medical devices, such radiological products as
microwave ovens, televisions and sunlamps)
U.S. Food and Drug Administration
Recall and Emergency Coordinator
Refer to the white pages of your local telephone book for your
regional FDA office.

Recalls
Item 595Z
Pueblo, CO 81009
(Write to this address to receive a free publication prepared by
the U.S. Office of Consumer Affairs that explains which Federal
agencies issue consumer product recalls, the kinds of products each
of them covers, how to report product safety problems, and how to
find out about warnings or recalls that have been
announced.)

State and Local Consumer Protection Office (See page 70.)

Nutrition Labeling

The new food label format will offer more complete, useful and
accurate nutrition information than has been available in the past.
Shoppers will be able to compare the nutritional value of every
packaged food on the grocery shelf.

Nutrition Labeling Panel - Content

The revamped nutrition panel on each food product will be called
"Nutrition Facts" and will list the following mandatory dietary
components:

o total calories;

o calories from fat;

o total fat;

o saturated fat;

o cholesterol;

o sodium;

o total carbohydrates;

o dietary fiber;

o sugars;

o protein;

o vitamins A and C;

o calcium; and

o iron.

Voluntary dietary components that can be listed on the label
include calories from saturated fat, polyunsaturated fat,
monosaturated fat, potassium, soluble fiber, insoluble fiber, sugar
alcohol, other carbohydrates, and essential vitamins and minerals.

Nutrition Labeling - Format

All nutrients must be stated as a percentage of their "Daily Value"
(the daily nutrient intake level recommended by public health
authorities) to show how much of a day's ideal total of a
particular nutrient a consumer is getting. For example, if a
serving of soup contains half the amount of sodium that is
recommended for consumers daily, the food label will show the
"Daily Value" of sodium in that soup as 50%. These percentages are
based on a daily intake of 2,000 calories.

Serving Sizes

Serving sizes will be standardized and will reflect more closely
the amount of food usually eaten at one time. The serving size for
similar products from different manufacturers will be
comparable.

Nutrient Content Descriptors

Food manufacturers will be required to use standardized
definitions when making claims concerning the nutrient contents of
foods, for example,"light," "low-fat," "free," "reduced
calories" and "high fiber."

Health Claims

Product claims about the relationship between a nutrient or food
and the risk of a disease will be limited to specific types of
claims in seven areas. For example, if a product makes a health
claim related to the link between calcium and osteoporosis, the
product must contain at least 200 milligrams of calcium and must be
a form of calcium that can be absorbed easily by the body. The
claims must be stated so that the consumer can understand the
relationship between the nutrient and the disease.

For more information, contact:

Food and Drug Administration
Consumer Affairs and Information
Department of Health and Human Services
5600 Fishers Lane
Room 16-85 (HFE-88)
Rockville, MD 20857
(301) 443-3170

Department of Agriculture
Human Nutrition Information Service
Federal Building
Rooms 360 and 364
6505 Belcrest Road
Hyattsville, MD 20782
(301) 436-8617

Introducing '%Daily Value'
The Key to Healthy Eating

There's a new nutrition tool called "%Daily Value" that allows you
to easily determine whether a food contributes a lot or a little of
a particular nutrient. A high percentage means the food contains
a lot of a nutrient. A low percentage means it contains a little.
You don't have to worry about doing
calculations.

Let's say you're trying to eat less fat. You come across two
different brands of frozen mixed vegetables in sauce. One of the
packages lists 5% as the %Daily Value for total fat. The other
package gives 15%. Which should you choose? The one with 5%
because five is a significantly lower number than 15.

The following is an example of the information found in a
Nutrition Facts label:

Nutrition Facts
Serving Size 1/2 cup (114g)
Servings Per Container 4

Amount per Serving
Calories 90 Calories from Fat 30

%Daily Value*
Total Fat 3g 5%
Saturated Fat 0g 0%
Cholesterol 30mg 10%
Sodium 660mg 28%
Total Carbohydrate 31g 10%
Dietary Fiber 0g 0%
Sugars 5g
Protein 5g

Vitamin A 4% Vitamin C 2%
Calcium 15% Iron 4%

* Percent Daily Values are based on a 2,000 calorie diet.

TIP: If the %Daily Value for a nutrient is 5% or less, that means
the food is low in that nutrient.

Part II

Consumer Assistance Directory

Corporate Consumer contacts

This section will help you resolve a complaint about a service or
product. First, be sure to go back to the place where you bought
the product or service. Try to resolve the complaint with the
seller. If that does not work, the next step is to write or call
the company's headquarters.

This section lists the names and addresses of more than 550
corporate headquarters, and in many cases, the name of the person
to contact. Many listings also include toll free "800" numbers.
Unless otherwise noted, all "800" numbers are toll free and can be
used anywhere in the continental United States. Many
companies have Telecommunications Devices for the Deaf (TDDs). All
TDD and "800" numbers are in bold type.

In some cases, you will see a company name or brand name listed
with the instructions to see another company listed elsewhere in
this section, for example, "Admiral, see Maycor." This means that
questions about Admiral products should be directed to the consumer
contact at Maycor because Maycor handles complaints for the Admiral
brand.

If you do not find the product name in this section, check the
product label or warranty for the name and address of the
manufacturer. Public libraries also have information that might be
helpful. The Standard & Poor's Register of Corporations, Directors
and Executives, Trade Names Directory, Standard
Directory of Advertisers, and Dun & Bradstreet Directory are four
sources that list information about most firms. If you cannot find
the name of the manufacturer, the thomas Register of
American Manufacturers lists the manufacturers of thousands of
products.

Remember, to save time, first take your complaint back to where you
bought the product. If you contact the company's
headquarters first, the consumer contact probably will direct you
back to the local store where you made the purchase

Ms. Anna Wright
Administrator
AAMCO Transmissions, Inc.
One Presidential Boulevard
Bala Cynwyd, PA 19004-9990
(215) 668-2900
1 (800) 523-0401 (toll free)

Consumer Affairs
AETNA Life and Casualty
151 Farmington Avenue
Hartford, CT 06156
(203) 273-0123
1 (800) US-AETNA (toll free outside CT)

AJAY Leisure Products
1501 East Wisconsin Street
Delavan, WI 53115
(414) 728-5521
1 (800) 558-3276 (toll free)

Ms. Susan Mach
Director of Consumer Affairs
AT&T
295 North Maple Avenue
Room 2334F2
Basking Ridge, NJ 07920
(908) 221-5311

Customer Service
Ace Hardware Corporation
2200 Kensington Court
Oak Brook, IL 60521
(708) 990-6600

Admiral see Maycor

Airwick Industries, Inc. see Reckitt & Colman Inc.

Ms. Andrea Cohan, Senior Manager
Customer Response Center
Alamo Rent A Car
P.O. Box 22776
Ft. Lauderdale, FL 33335
(305) 522-0000
1 (800) 327-0400 (toll free)

Manager, Consumer Affairs
Alaska Airlines
P.O. Box 68900
Seattle, WA 98168
(206) 431-7286 (consumer affairs)
(206) 431-7197 (customer relations/baggage, air cargo and freight
claims)
(206) 431-3753 (existing refunds and lost ticket applications file
information)

Ms. Michelle Evans
Manager, Consumer Relations Department
Alberto Culver Company
2525 Armitage Avenue
Melrose Park, IL 60160
(708) 450-3000

Consumer Affairs Department
Allied Van Lines
P.O. Box 4403
Chicago, IL 60680
(708) 717-3590

Mr. Michael Foort
Customer Relations Manager
Allstate Insurance Company
Allstate Plaza--F4
Northbrook, IL 60062
(708) 402-6005

Ms. Denise R. Yates
Manager, Customer Relations
Aloha Airlines
P.O. Box 30028
Honolulu, HI 96820
(808) 836-4293

Mr. Tom Onushco
Program Coordinator
Consumer Services
Alpo Pet Foods
P.O. Box 25100
Lehigh Valley, PA 18003
1 (800) 366-6033 (toll free)

Ms. Dixie Trout
Vice President of Consumer Relations
Amana Refrigeration, Inc.
Amana, IA 52204
1 (800) 843-0304 (toll free--product questions)

Ms. Susan M. Sampsell
Manager, Customer
Relations - Passenger Services
America West Airlines
4000 East Sky Harbor Boulevard
Phoenix, AZ 85034
(800) 235-9292

Ms. J.L. Ferguson
Manager, Consumer Relations
American Airlines, Inc.
P.O. Box 619612 MD 2400
DFW International Airport, TX 75261-9612
(817) 967-2000

Approved Auto Repair
American Automobile Association
Mailspace 15
1000 AAA Drive
Heathrow, FL 32746-5063
(written complaints only)

American Cyanamid Company see Lederle Consumer Health

Mr. Martin J. Hummel, Vice President
Executive Customer Relations
American Express Company
American Express Tower
World Financial Center
New York, NY 10285
(212) 640-4753
1 (800) 528-4800
(toll free--green card inquiries)
1 (800) 327-2177
(toll free - gold card inquiries)
1 (800) 525-3355
(toll free--platinum card inquiries)

Customer Service
American Family Publishers
P.O. Box 62000
Tampa, FL 33662
1 (800) AFP-2400 (toll free)

Ms. Sue Holiday
Consumer Correspondent
American Greetings Corporation
10500 American Road
Cleveland, OH 44144
(216) 252-7300
1 (800) 321-3040 (toll free)

Consumer Affairs Department
American Home Food
Products, Inc.
685 Third Avenue
New York, NY 10017
1 (800) 544-5680

Mr. Ronald J. Fojtlin, Manager
Consumer Assistance
American Standard, Inc.
P.O. Box 6820
Piscataway, NJ 08855-6820
1 (800) 223-0068

Ms. Meredith C. Anderson
Vice President, Public, Government and Investor Relations
American Stores Company
P.O. Box 27447
Salt Lake City, UT 84127
(801) 539-0112
1 (800) 541-2863 (toll free)

Mr. Anthony L. Fera
Director, Consumer Relations
American Tourister, Inc.
91 Main Street
Warren, RI 02885
(401) 245-2100
1 (800) 635-5505 (toll free outside RI)

Operations Department
America's Favorite Chicken Corporation
6 Concourse Parkway
Suite 1700
Atlanta, GA 30328-5352
(404) 391-9500

Mr. Peter Lincoln
Director of Corporate Communications
Ameritech
1050 Connecticut Avenue, N.W., Suite 730
Washington, D.C. 20036
(202) 955-3058

Mr. Richard Smith, Manager
Customer Relations and Consumer Affairs
Amoco Oil Company
200 East Randolph Drive
Chicago, IL 60601
1 (800) 333-3991 (toll free)

Mr. Alex T. Langston, Jr.
Director, Customer Relations
Amtrak
Washington Union Station
60 Massachusetts Avenue, N.E.
Washington, DC 20002
(202) 906-2121
1 (800) USA-RAIL (toll free reservations and information)

Ms. Robin Koop
Director, Distributor/Customer Services
Amway Corporation
7575 East Fulton Road
Ada, MI 49355
(616) 676-7717
1 (800) 548-3878 (toll free TDD)

Mr. Jeff Solsvig
Manager, Customer and Product Services
Andersen Windows, Inc.
100 Fourth Avenue North
Bayport, MN 55003
(612) 430-7255

Mr. Craig Hetterscheidt
Manager, Consumer Relations
Anheuser-Busch, Inc.
One Busch Place
St. Louis, MO 63118-1852
(314) 577-3093

Financial Relations
Aon Corporation
123 North Wacker Drive
Chicago, IL 60606
(312) 701-3000

Customer Relations Department
Apple Computer, Inc.
20525 Mariani Avenue
Cupertino, CA 95014
1 (800) 776-2333 (toll free--complaints and questions)
1 (800) 538-9696 (toll free--dealer information)

Aramis, Inc. see Estee Lauder, Inc.

Customer Service
Arizona Mail Order
3740 East 34th Street
Tucson, AZ 85713
(602) 748-8600

Arm & Hammer see Church & Dwight Co., Inc.

Mr. Harry Robinson
Consumer Relations Administrator
Armorall Products Corporation
6 Liberty
Aliso Viejo, CA 92656
(714) 362-0600
1 (800) 747-4104 (toll free)

Consumer Communications
Armour Swift Eckrich
2001 Butterfield Road
Downers Grove, IL 60515
(708) 512-1000
1 (800) 325-7424 (toll free - Eckrich products)

Mr. Fred Fuest
Manager, Consumer Affairs
Armstrong Tire Division
Pirelli/Armstrong Tire Corporation
500 Sargent Drive
New Haven, CT 06536
1 (800) 243-0167 (toll free)

Ms. Jane W. Deibler
Manager, Consumer Affairs
Armstrong World Industries
P.O. Box 3001
Lancaster, PA 17604
(717) 396-4401
1 (800) 233-3823 (toll free)

Mr. Gary Tramiel
General Manager of U.S. Sales
and Marketing
Atari Video Game Systems
1196 Borregas Avenue
Sunnyvale, CA 94089
(408) 745-2098

Mr. Thomas C. Butler
Manager, Customer Relations
Atlantic Richfield Company
ARCO Products Company
1055 W. 7th Street
Los Angeles, CA 90051-0570
1 (800) 322-ARCO (toll free)

Mr. J.R. Patterson, Senior Vice President
Customer Service
Atlas Van Lines
P.O. Box 509
Evansville, IN 47703-0509
1 (800) 252-8885 (toll free)

Automobile Magazine see K-III

Ms. Lynne Lappin
Supervisor, Customer Service
Avis Rent-A-Car System
900 Old Country Road
Garden City, NY 11530
(516) 222-4200

Avon Fashions, Inc. see Newport News

Ms. Lynn Baron, Manager
Consumer Information Center
Avon Products, Inc.
9 West 57th Street
New York, NY 10019
(212) 546-6015

Mr. Frederick J. Wilson
Assistant General Counsel
Bacardi Imports Inc.
2100 Biscayne Boulevard
Miami, FL 33137
(305) 573-8511

Bali
Sara Lee Corporation
3330 Healy Drive
P.O. Box 5100
Winston-Salem, NC 27103
(919) 768-8611
1 (800) 654-6122 (toll free)

Corporate Communications
Bally Manufacturing Corporation
8700 West Bryn Mawr
Chicago, IL 60631
(312) 399-1300

Customer Relations #3538
Bank of America, NT & SA
Box 37000
San Francisco, CA 94137
(415) 241-7677

Mr. Michael Pascale, Vice President
Public and Investor Relations
The Bank of New York Company
48 Wall Street, 16th Floor
New York, NY 10286
(212) 495-2066

Barnett Banks, Inc.
P.O. Box 40789
Jacksonville, FL 32231
(904) 791-7720

Mr. Bill Pegram
Director of Quality Assurance
R.G. Barry Corporation
8000 IH 10 West
Suite 1500
San Antonio, TX 78230
(210) 366-1092

Bass Pro Shop
1935 South Campbell
Springfield, MO 65898
1 (800) BASS-PRO (toll free)

Eddie Bauer Customer Service
P.O. Box 3700
Seattle, WA 98124-3700
(800) 426-6253

Ms. Darla J. Elkin
Manager, Regulatory and Consumer Affairs
Contact Lens Care Products
OTC Health Care Products
Bausch and Lomb
Personal Products Division
1400 North Goodman Street
Rochester, NY 14692
1 (800) 553-5340 (toll free)

Ms. Janice Glerum
Director, Customer Service
Contact Lenses
Bausch and Lomb
Contact Lens Division
1400 North Goodman Street
Rochester, NY 14609
1 (800) 552-7388 (toll free)

Ms. Ethel Killenbeck
Manager, Consumer Affairs
Eyewear Division
Bausch and Lomb
P.O. Box 478
Rochester, NY 14692-0478
1 (800) 343-5594 (toll free)

Customer Service
L.L. Bean, Inc.
Casco Street
Freeport, ME 04033-0001
1 (800) 341-4341 (toll free)
1 (800) 545-0090 (toll free TDD)

Customer Service Department
Bear Creek Corporation
2518 South Pacific Highway
P.O. Box 299
Medford, OR 97501
(503) 776-2400

Beatrice Cheese, Inc.
Cheese Division
770 North Springdale Road
Waukesha, WI 53186
(414) 782-2750

Mr. Charles F. Baer, President
Consumer Products Division
Becton Dickinson
and Company
One Becton Drive
Franklin Lakes, NJ 07417
(201) 847-6618

Beech Holdings Corp. see Budget Rent-A-Car Corporation

Beiersdorf, Inc.
P.O. Box 5529
Norwalk, CT 06856-5529
(203) 853-8008
1 (800) 233-2340 (toll free outside CT)

Mr. Fred Cooke
Assistant to the President
Bell Atlantic Corporation
1133 20th Street, N.W.
Washington, D.C. 20036
(202) 392-1358

BellSouth Telecommunications (Southern Bell and South Central Bell)
Consumer Affairs Manager
600 North 19th Street, 24th Floor
Birmingham, AL 35203
(205) 321-2892
1 (800) 346-9000 (toll free Bell South Products)
1 (800) 251-5325 (toll free TDD)

Mr. Keith Card, Director
Marketing and Public Relations
Benihana of Tokyo
8685 Northwest 53rd Terrace
Miami, FL 33166
(305) 593-0770
1 (800) 327-3369 (toll free)

Ms. Sue B. Huffman
Director, Consumer Affairs
Best Foods
CPC International, Inc.
P.O. Box 8000 International Plaza
Englewood Cliffs, NJ 07632
(201) 994-2324

Mr. John Morgan
Manager, Customer Service
Best Western International
P.O. Box 42007
Phoenix, AZ 85080-2007
(800) 528-1238

Consumer Relations Department
BIC Corporation
500 Bic Drive
Milford, CT 06460
(203) 783-2000

Birds Eye
see General Foods

Mr. Floyd Coonce
Manager, Consumer Assistance and Information
Black and Decker Household Products
6 Armstrong Road
Shelton, CT 06484
1 (800) 231-9786

Consumer Services
Black and Decker Power Tools
626 Hanover Pike
Hampstead, MD 21074
(410) 239-5300
1 (800) 762-6672 (toll free)

Mr. Gerald Weber
Senior Vice President of Operations
Blockbuster Entertainment Corporation
One Blockbuster Plaza
Ft. Lauderdale, FL 33301
(305) 832-3000

Ms. Lori Hunt
Customer Affairs Representative
Block Drug Company, Inc.
257 Cornelison Avenue
Jersey City, NJ 07302
(201) 434-3000, ext. 308
1 (800) 365-6500 (toll free outside NJ)

Customer Service Department
Bloomingdale's by Mail, Ltd.
475 Knotter Drive
P.O. Box 593
Cheshire, CT 06410-9933
(203) 271-1313 (mail order inquiries only)

Blue Bell, Inc. see Wrangler

Consumer Affairs
Blue Cross and Blue Shield Association
1310 G Street, N.W., 12th Floor
Washington, DC 20005
(202) 626-4780

Bohannon Communications, Inc. see The Bohannon Group

Industry and Customer Affairs Division
The Bohannon Group
P.O. Box 775340
St. Louis, MO 63177-5340
(314) 533-2499

Ms. Karen Braswell
Marketing Manager
Bojangles
P.O. Box 240239
Charlotte, NC 28224
(704) 527-2675, ext. 226

Consumer Response Department
Borden, Inc.
180 East Broad Street
Columbus, OH 43215
(614) 225-4511

Boyle-Midway Household Products, Inc. see Reckitt & Colman Inc.
Ms. Stephanie Smith
Manager, Consumer Affairs
Bradlees Discount Department Stores
One Bradlees Circle
P.O. Box 9015
Braintree, MA 02184-9015
(617) 380-5377

Breck Hair Care Products see the Dial Corporation

Consumer Affairs
Bridgestone/Firestone, Inc.
2550 W. Golf Rd., Suite 400
Rolling Meadows, IL 60008
1 (800) 367-3872 (toll free)

Customer Service
Brights Creek
5000 City Lane Road
Hampton, VA 23661
(804) 827-1850

Mr. Raymond Heimbuch
Manager, Consumer Affairs
Bristol-Myers Products
685 Routes 202/206 North
Somerville, NJ 08876-1279
1 (800) 468-7746 (toll free)

Ms. Jane Kramer
Director, Public Affairs
Bristol-Myers Squibb Pharmaceutical Group
P.O. Box 4000
Princeton, NJ 08543-4000
(609) 252-4000
1 (800) 332-2056 (toll free)

Brita, USA see Clorox Company

Customer Relations
British Airways
75-20 Astoria Blvd.
Jackson Heights, NY 11370
(718) 397-4000

Ms. Dianne Hall
Consumer Services Administrator
Brown-Forman Beverage Company
P.O. Box 1080
Louisville, KY 40201
1 (800) 753-1177 (toll free)

Consumer Care Information
Brown Group, Inc.
P.O. Box 354
St. Louis, MO 63166
1 (800) 766-6465 (toll free)

Customer Relations
Budget Rent-A-Car Corporation
P.O. Box 111580
Carrollton, TX 75011-1580
1 (800) 621-2844 (toll free)

Investor Service Center
Bull & Bear Group, Inc.
11 Hanover Square
New York, NY 10005
(212) 363-1100
1 (800) 847-4200 (toll free)

Manager, Customer Relations
Bulova Watch Company
26-15 Brooklyn Queens Expressway East
Woodside, NY 11377
(718) 204-3300 (consumer relations)
(718) 204-3222 (repairs)

Mr. Monroe Milstein
President
Burlington Coat Factory Warehouse Corporation
1830 Route 130 North
Burlington, NJ 08016
(609) 387-7800

Burlington Hosiery see Kayser-Roth Corporation

Public Relations
Burlington Industries
3330 West Friendly Avenue
Greensboro, NC 27420
(919) 379-2276

Mr. Jonas B. Daughterty, M.S., R.Ph.
Manager, Professional Information Services
Burroughs Wellcome Company
3030 Cornwallis Road
Research Triangle Park, NC 27709
(919) 248-3000, ext. 4511

Mr. Ray Faiola, Director
CBS Broadcast Group
Audience Services

524 West 57th Street
New York, NY 10019
(212) 975-3166

Consumer Affairs Department
CIBA Consumer Pharmaceuticals
581 Main Street
Woodbridge, NJ 07095
(908) 602-6780

Ciba-Geigy Corporation
Plant Protection
410 Swing Road
Greensboro, NC 27409
(919) 632-6000
1 (800) 334-9481 (toll free)

Ciba-Geigy Corporation
Pharmaceuticals Division
556 Morris Avenue
Summit, NJ 07901-1398
(908) 277-5000

CIBA Vision Corporation
11460 John Creek Parkway
Duluth, GA 30136
1 (800) 227-1524, ext. 4435 (toll free--consumer relations)
Customer Service
CIE America
2515 McCave Way
P.O. Box 19663
Irvine, CA 92713-9663
1(800) 877-1421, ext. 4260 (toll free)

CIE Terminals see CIE America

Mr. Mark A. Whiter
Director, Customer Services
CIGNA Property and Casualty Companies
1601 Chestnut Street
Philadelphia, PA 19192
(215) 761-4555

Consumer Affairs Department
CPC International Inc.
International Plaza
Box 8000
Englewood Cliffs, NJ 07632
(201) 894-4000

Mr. Paul Reisbord
President and Chairman of the Board
C&R Clothiers
8660 Hayden Place
Culver City, CA 90232
(310) 559-8200

CVN see QVC Network

Customer Relations Department
CVS
One CVS Drive
Woonsocket, RI 02895-0988
(401) 765-1500
1 (800) 444-1140 (toll free)

Cabela's, Inc.
812 13th Avenue
Sidney, NE 69160-8888
1 (800) 237-8888 (toll free)

Ms. Darlene Stovall
Supervisor, Consumer Affairs
Cadbury Beverages, Inc.
6 High Ridge Park
Stamford, CT 06905
(203) 968-7673
1 (800) 426-4891 (toll free - 9 a.m.-4 p.m. ET)

Caloric Modern Maid Corporation see Amana Refrigeration, Inc. Ms.
Holly Masclans
Manager, Consumer Center
Campbell Soup Company
Campbell Place
Camden, NJ 08103-1799
(609) 342-3714

Ms. Susan Read
Quality Control Manager
Winery Operations
Canandaigua Wine Company
116 Buffalo Street
Canandaigua, NY 14424
(716) 394-7900

Customer Relations Department
Canon U.S.A., Inc.
One Canon Plaza
Lake Success, NY 11042
(516) 328-4215

Audience Information
Capitol Cities/ABC, Inc.
77 West 66th Street
New York, NY 10023
(212) 456-7477

Ms. Marcia King-Gamble
Guest Relations Manager
Carnival Cruise Lines
3655 Northwest 87th Avenue
Miami, FL 33178-2428
1 (800) 327-7373 (toll free)

Mr. James Witz
Customer Relations Manager
Carrier Air Conditioning Company
P.O. Box 4808
Syracuse, NY 13221
1 (800) 227-7437 (toll free)
Bryant Heating and Air Conditioning
1 (800) 428-4326 (toll free)
Day & Night Heating and Air Conditioning
1 (800) 428-4326 (toll free)
Payne Heating and Air Conditioning
1 (800) 428-4326 (toll free)

Carte Blanche see Diners Club

Ms. Mary G. Mumolo
Corporate Director
Consumer Relations
Carter Hawley Hale Stores, Inc.
3880 North Mission Road
Los Angeles, CA 90031
(213) 227-2422

Consumer Relations Department
Carter-Wallace Inc.
1345 Avenue of the Americas
New York, NY 10105
(212) 339-5000

Retail Operations
Carvel Corporation
20 Batterson Park Road
Farmington, CT 06032-2502
(written inquiries only)

Customer Service Department
Casio, Inc.
570 Mount Pleasant Avenue
Dover, NJ 07801
(201) 361-5400

Ceridian Contact Center
Ceridian Corporation
8100 34th Avenue South
Minneapolis, MN 55425
(612) 853-3400
1 (800) 232-1985 (toll free)

Mr. Bruce Wagner
Customer Service Supervisor
Champion Spark Plug Company
P.O. Box 910
Toledo, OH 43661
(419) 535-2458
1 (800) 537-8984 (toll free outside OH)
1 (800) 537-9996 (toll free in OH)

Ms. Stacey French
Assistant Manager, Consumer Relations
Chanel, Inc.
9 West 57th Street, 44th Floor
New York, NY 10019
(212) 688-5055

Ms. Lila A. Lesley, Consumer Affairs
Consumer Products Division
Chattem, Inc.
1715 West 38th Street
Chattanooga, TN 37409
(615) 821-4571, ext. 211
1 (800) 366-6833 (toll free outside TN)

Mr. Walter Dabek
Director, Consumer Information
Cheesebrough-Pond's, USA
55 Merritt Boulevard
Trumbull, CT 06611
1 (800) 243-5804

Mr. Louis J. Gancila
Director, Consumer Affairs
Chemical Bank
277 Park Avenue
New York, NY 10172
(212) 310-5286

ChemLawn Services Corporation see TruGreen Limited Partnership Mr.
W.P. Howell, Supervisor
Dealer and Consumer Affairs
Chevron U.S.A. Inc.
P.O. Box H
Concord, CA 94524
1 (800) 962-1223 (toll free)

Guest Relations
Chi-Chi's, Inc.
10200 Linn Station Road
Louisville, KY 40223
(502) 426-3900

Chuck E. Cheese see Pizza Time, Inc.

Mrs. Cathy R. Marino, Manager
Consumer Relations
Church & Dwight Company, Inc.
469 North Harrison Street
Princeton, NJ 08540-7648
(609) 683-5900
1 (800) 524-1328

Church's Fried Chicken, Inc.
see America's Favorite Chicken Corp.

Cincinnati Microwave
One Microwave Plaza
Cincinnati, OH 45249-9502
(513) 489-5400
1 (800) 433-3487(toll free)

Circuit City Stores, Inc.
9950 Mayland Drive
Richmond, VA 23233
(804) 527-4000
1 (800) 251-2665 (toll free)

Ms. Dinah Nemeroff, Vice President
Corporate Director of Customer Affairs
Citicorp/Citibank
399 Park Avenue
New York, NY 10043
(212) 559-0043

Ms. Ellen Peressini, Executive Secretary
Citizen Watch Company
of America, Inc.
8506 Osage Avenue
Los Angeles, CA 90045
(213) 215-9660
1 (800) 321-1023 (toll free)

Ms. Jeanne D. Matson
Consumer Affairs Dept.
Clairol, Inc.
300 Park Avenue South
New York, NY 10010
1(800) 223-5800 (toll free voice/TDD)
1 (800) HISPANA (toll free Spanish voice/TDD)

Clinique Laboratories, Inc. see Estee Lauder, Inc.

Ms. Sandy Stewart
Manager, Consumer Services
Clopay Building Products Company
312 Walnut Street, Suite 1600
Cincinnati, OH 45202-4036
1 (800) 225-6729 (toll free)

Ms. Susan Silva
Consumer Services Manager
Clorox Company
1221 Broadway
Oakland, CA 94612-1888
(510) 271-7283
1 (800) 292-2200 (toll free--laundry brands)
1 (800) 537-2823(toll free--charcoal and food brands)
1 (800) 227-1860 (toll free--household surface cleaners)
1 (800) 426-6228 (toll free--insecticides)
1 (800) 242-7482 (toll free--water purification systems)

Consumer Affairs Department
Club Med Sales, Inc.
40 West 57th Street
New York, NY 10019
(212) 977-2100

Mr. Roger Nunley, Director
Industry and Consumer Affairs
The Coca-Cola Company
P.O. Drawer 1734
Atlanta, GA 30301
1 (800) 438-2653 (toll free)
1 (800) 262-2653 (toll free TDD)

Corporate Office
Coldwell Banker Corp
27271 Los Rambals
Mission Viejo, CA 92629
(714) 367-1800

Ms. Jan M. Guifarro
Associate Director, Consumer Response
US Consumer Affairs
Colgate-Palmolive Company
300 Park Avenue
New York, NY 10022-7499
1 (800) 221-4607 (toll free--oral care products)
1 (800) 338-8388 (toll free--household products)

Corporate Office
Collins & Aikman Group, Inc.
P.O. Box 562237
Charlotte, NC 28256-2237
(704) 548-2350

Mr. Richard Petitt
President, Life/Health
Colonial Penn Group, Inc.
1818 Market Street, 26th Floor
Philadelphia, PA 19181
(215) 988-3027
1 (800) 523-1700 (toll free-auto customer service)
1 (800) 523-2800 (toll free-homeowner customer service)
1 (800) 523-4000 (toll free-health customer service)
1 (800) 523-9100 (toll free-life customer service)

Columbia House
A Division of SONY Music
Entertainment, Inc.
P.O. Box 4450
New York, NY 10101-4450
1 (800) 457-0500 (toll free--records and tapes)
1 (800) 457-0866 (toll free--videos)

Ms. Teresa C. Infantino
Executive Vice President
Combe Incorporated
1101 Westchester Avenue
White Plains, NY 10604-3597
(914) 694-5454
1 (800) 431-2610 (toll free)

Combined Insurance Company of America see Aon Corporation

Customer Relations
Commodore Business Machines, Inc.
1200 Wilson Drive
West Chester, PA 19380
(215) 431-9100

Customer Relations Department
Compaq Computer Corporation
P.O. Box 692000
Houston, TX 77269-2000
1 (800) 345-1518 (toll free)

Comprehensive Care Corp.
16305 Swingley Ridge Drive
Suite 100
Chesterfield, MO 63017
(314) 537-1288
1 (800) 678-2273 (toll free)

Mr. William C. Redpath
Director of Warranty Administration
and Control
Congoleum Corporation
Technical Operations Center
861 Sloan Avenue
Trenton, NJ 08619
(609) 584-3000
1 (800) 274-3266 (toll free)

Consumers Products Group see Commodore Business Machines, Inc.
Supervisors Department
Contempo Casuals
5433 West Jefferson Boulevard
Los Angeles, CA 90016
(213) 936-2131
1 (800) 368-5923 (toll free)

Ms. Mary C. Connor
Director, Customer Relations
Continental Airlines, Inc.
3663 North Belt East, Suite 500
Houston, TX 77032
(713) 987-6500

Ms. Barbi Berg 2CR
Manager, Consumer Affairs
Continental Baking Company
Checkerboard Square
St. Louis, MO 63164
(314) 982-4953

Customer Service
Converse, Inc.
One Fordham Road
North Reading, MA 01864-2680
1 (800) 428-CONS (2667) (toll free)

Conwood Company, L.P.
813 Ridge Lake Boulevard
Memphis, TN 38120
(901) 761-2050

Coors Brewing Company
Ms. Toni P. Houck
Corporate Communications Manager
Consumer Information Center
NH320
Golden, CO 80401
1 (800) 642-6116 (toll free)

Coppertone see Schering-Plough HealthCare Products, Inc.

Mr. Ron Almarode, Supervisor
Corning/Revere Consumer Information Center
Corning Incorporated
1300 Hopeman Parkway
Waynesboro, VA 22980
(800) 999-3436

Ms. Connie J. Shelby
Director, Consumer Affairs
Cosmair, Inc.
P.O. Box 98
Westfield, NJ 07091-9987
1 (800) 631-7358 (toll free)

Consumer Relations
Cotter & Company
2740 North Clybourn Avenue
Chicago, IL 60614-1088
(312) 975-2700

Service Department
Craftmatic Organization, Inc.
2500 Interplex Drive
Trevose, PA 19053-6998
(215) 639-1310
1 (800) 677-8200 (toll free)

Consumer Affairs Division
Jenny Craig International
445 Marine View Avenue
Del Mar, CA 92014
(619) 259-7000

Ms. Connie King
Manager, Consumer Relations
A.T. Cross Company
One Albion Road
Lincoln, RI 02865
1 (800) 282-7677 (toll free)
1 (800) AT CROSS (toll free)

Mr. George Turner
Assistant Vice President, Operations
Crown Books
3300 75th Avenue
Landover, MD 20785
(301) 731-1200
1 (800) 831-7400 (toll free)

Mr. Peter Cammarata
Director, Sales and Marketing Operations
Cuisinarts Corporation
P.O. Box 120067
Stamford, CT 06912
(203) 975-4600
(609) 426-1300 (in NJ)
1 (800) 726-0190 (toll free outside NJ)

Ms. Michelle Soucie
Special Assistant to the President
for Consumer Affairs
Culligan International Company
One Culligan Parkway
Northbrook, IL 60062
(708) 205-5757

Mr. Marvin E. Eisenstadt, President
Cumberland Packing Corporation
Two Cumberland Street
Brooklyn, NY 11205
(718) 858-4200

Mr. Lee Kennedy
Department Head, Customer Service
Current, Inc.
P.O Box 2559
Colorado Springs, CO 80901
1 (800) 525-7170 (toll free)

Customer Care Department
Curtis Mathes Corporation
P.O. Box 112
Athens, TX 75751
(903) 675-2292
1 (800) 949-4999 (toll free - technical services)
1 (800) 657-1979 (toll free - parts administration)

d-Con see L&F Products

Ms. Joan Calkins
Manager, Customer Service
DHL Corporation
1820 Gateway Drive, Suite 300
San Mateo, CA 94404
1 (800) CALL-DHL (toll free)

Dairy Queen see International Dairy Queen

Ms. Eileen O'Gorman
Director, Consumer Relations
Dannon Company, Inc.
1111 Westchester Avenue
White Plains, NY 10604
(written inquiries only)

Ms. Janelle Senft
Consumer Division
Danskin
P.O. Box 15016
York, PA 17405-7016
1 (800) 288-6749

Ms. Avis Carlson, Manager
Central Consumer Relations
Dayton's, Hudson's, Marshall Field's Dept. Stores
Box 875
700 Nicollet Mall
Minneapolis, MN 55402
(612) 375-3382

Shareholder Services

Dean Witter, Discover & Company
2 World Trade Center, 66th Floor
New York, NY 10048
1 (800) 733-2307 (toll free)

Dearfoam see R.G. Barry Corporation

Deere & Company
John Deere Road
Moline, IL 61265-8098
(309) 765-8000

Ms. Margaret Sanders
Consumer Relations Department
Del Laboratories, Inc.
565 Broad Hollow Road
Farmingdale, NY 11735
(516) 293-7070

Ms. Janet M. Acklam
Director, Consumer Affairs
Del Monte Foods
P.O. Box 193575
San Francisco, CA 94119-3575
1 (800) 543-3090 (toll free)

Del Pharmaceuticals, Inc. see Del Laboratories, Inc.

Public Relations
Delco Remy Division
General Motors Corporation
2401 Columbus Avenue
Mail Code 18-109
Anderson, IN 46018-9986
(317) 646-3367

Mr. Fred Elsberry
Director, Consumer Affairs
Delta Air Lines
Hartsfield Atlanta International Airport
Atlanta, GA 30320
(404) 715-1402

Ms. Barbara Peterson
Product Service Manager
Delta Faucets
P.O. Box 40980
Indianapolis, IN 46280
(317) 848-1812

Operations
Denny's, Inc.
203 East Main St.
Spartanburg, SC 29319-0001
(803) 596-8000

Mr. George Andrassy, Vice President
Research and Development
Dep Corporation
2101 East Via Arado
Rancho Dominguez, CA 90220-6189
(213) 604-0777
1 (800) 367-2855 (toll free)

Ms. Julie Jason
Manager, Customer Service
DeVry, Inc.
1 Tower Lane
Oakbrook Terrace, IL 60181
(708) 571-7700
1 (800) 225-8000 (toll free)

Ms. Marie Shubin
Consumer Information Center
The Dial Corporation
15101 N. Scottsdale Rd.
Scottsdale, AZ 85254
(602) 207-5518
1 (800) 528-0849 (toll free-foods division)
1 (800) 45-PUREX (toll free-household and laundry division) 1 (800)
258-DIAL (toll free-personal care division)

Customer Relations
Diet Center, Inc.
921 Penn Avenue
Pittsburgh, PA 15222-3814
(412) 338-8700
1 (800) 333-2581 (toll free)

Customer Relations Department
Digital Equipment Corporation
40 Old Bolton Road
Stow, MA 01775-1215
(508) 493-7161
1 (800) 332-4636 (toll free)

Customer Relations
Dillard Department Stores, Inc.
1600 Cantrell Road
Little Rock, AR 72202
(501) 376-5200

Mr. Jim Scherman
Vice President, Customer Service
Diners Club International
183 Inverness Drive West
Englewood, CO 80112
(303) 799-9000
1 (800) 234-6377 (toll free)
(303) 643-2155 (TDD)

Ms. Helen Robinson
Manager, Consumer Response
Dole Packaged Foods
ATTN: Consumer Response Department
5795 Lindero Canyon Road
Westlake Village, CA 91362-4013
1 (800) 232-8888 (toll free)

Mr. Thomas S. Monaghan, President
Domino's Pizza, Inc.
P.O. Box 997
Ann Arbor, MI 48106-0997
(313) 930-3030

Mr. Robert J. Posch, Jr.
Vice President, Legal Affairs
Doubleday Book & Music Clubs, Inc.
401 Franklin Avenue
Garden City, NY 11530-5806
(516) 873-4628

Ms. Sharon Clark
Manager, Consumer Affairs
DowBrands
P.O. Box 68511
Indianapolis, IN 46268-0511
1 (800) 428-4795 (toll tree)

Mr. Jim Ball, Vice President
Corporate Communications
Ms. Wynema Hamilton, Coordinator
Consumer Affairs
Dr Pepper/Seven-Up Companies, Inc.
(Welch's & IBC Root Beer)
P.O. Box 655086
Dallas, TX 75265-5086
(214) 360-7000

Customer Service Department
Walter Drake & Sons, Inc.
Drake Building
Colorado Springs, CO 80940-0001
(719) 596-3140

Ms. Jane Lagusch
Vice President
Drug Emporium, Inc.
155 Hidden Ravines Drive
Powell, OH 43065
(614) 548-7080 - Ext. 104

Dulcolax
CIBA Consumer Pharmaceuticals
581 Main Street
Woodbridge, NJ 07095
(908) 602-6780

Mr. Robert M. Rosenberg
Chairman of the Board
Dunkin Donuts of America
P.O. Box 317
Randolph, MA 02368
(617) 961-4000

Mr. Steven Wyanacek
Manager, Consumer Affairs and OE Service
Dunlop Tire Corporation
P.O. Box 1109
Buffalo, NY 14240-1109
1 (800) 548-4714 (toll free)

Customer Information Center
DuPont Company
BMP / Reeves Mill
Wilmington, DE 19880-0010
1 (800) 441-7515 (toll free)

Consumer Affairs Department
Duracell USA
Division of Duracell, Inc.
Berkshire Corporate Park
Bethel, CT 06801
(203) 796-4300
1 (800) 551-2355 (toll free--8:30 a.m.-5 p.m. EST)

Durkee-French Foods see Reckitt & Colman Inc.

Mr. John Vaeth
Eastman Kodak Company
343 State Street
Rochester, NY 14650-0811
1 (800) 242-2424 (toll free)

Ms. Nancy J. Avino
Customer Service Representative
Eckerd Drug Company
8333 Bryan Dairy Road
P.O. Box 4689
Clearwater, FL 34618
(813) 399-6000

Customer Service
Edmund Scientific Company
101 East Gloucester Pike
Barrington, NJ 08007-1380
(609) 573-6260

Electrolux Corporation
2300 Windy Ridge Parkway
Suite 900
Marietta, GA 30067
(404) 933-1000
1 (800) 243-9078 (toll free)

Customer Relations
Emery Worldwide
A CF Company
3350 West Bayshore Road
Palo Alto, CA 94303-0986
(415) 855-9100
1 (800) 227-1981 (toll free)

Ms. Sonia Franklin
Director of Consumer Affairs
Encore Marketing International, Inc.
4501 Forbes Boulevard
Lanham, MD 20706
(301) 459-8020
1 (800) 638-0930 (toll free)

Mr. Norman Braun
Vice President, Public Affairs
Encyclopaedia Britannica, Inc.
310 South Michigan Avenue
Chicago, IL 60604-4293
(312) 347-7230

Mr. Labat R. Yancey
Vice President
Office of Consumer Affairs
Equifax
P.O. Box 105139
Atlanta, GA 30348
(404) 612-2899

Ms. Carolann V. Mathews
Vice President, Customer Relations
Equitable Life Assurance Society
135 West 50th Street
New York, NY 10020
(212) 641-7700 (direct)
(212) 245-4609 (collect)

Retail Customer Service Department
Esprit de Corp.
900 Minnesota Street
San Francisco, CA 94107-3000
(415) 648-6900
1 (800) 777-8765 (toll free)

Ms. Theresa Sullivan
Vice President, Consumer Relations
Estee Lauder Companies
767 Fifth Avenue
New York, NY 10153-0003
(212) 572-4200

Ms. Carol Archer
Supervisor, Consumer Affairs
Ethan Allen, Inc.
Ethan Allen Drive
Danbury, CT 06811
(203) 743-8553

Mr. Rick Gremer
Consumer Relations Manager
The Eureka Company
1201 East Bell Street
Bloomington, IL 61701-6902
(309) 823-5735
1 (800) 282-2886 (toll free--warranty center)

Mr. Dan Evans, Chairman of the Board
Bob Evans Farms, Inc.
3776 South High Street
P.O. Box 07863
Columbus, OH 43207
(614) 491-2225
1 (800) 272-PORK (toll free outside OH)

Mr. Glen C. Lyons
Consumer Affairs Team Leader
Exxon Company U.S.A.
P.O. Box 2180
Houston, TX 77252-2180
(713) 656-2111

Ms. Barbara Catalano
Consumer Affairs Coordinator
Tsumara International, Inc.
300 Lighting Way
Secaucus, NJ 07096
(201) 223-8169

Ms. June Golden
Family Circle Magazine
110 Fifth Avenue
New York, NY 10011
(212) 463-1063

Consumer Affairs Department
Faultless Starch/Bon Ami Company
1025 West Eighth Street
Kansas City, MO 64101-1200
(816) 842-1230

Fayva Shoe Stores
see Morse Shoe, Inc.

Ms. Jean H. Ward-Jones
Manager, Corporate Quality
Federal Express Corporation
P.O Box 727, Department 2142
Memphis, TN 38194-2142
(901) 395-4539
1 (800) 238-5355 (toll free)

Ms. Patricia Ikeda Carper, Director
Community Relations and Operations
Federated Department Stores
7 West Seventh Street
Cincinnati, OH 45202
(513) 579-7000

Ms. Cathy Sharkey
Manager, Consumer Relations
Fieldcrest Cannon, Inc.
1271 Avenue of the Americas
New York, NY 20020
(212) 957-2500
1 (800) 841-3336 (toll free--Fieldcrest Stores)
1 (800) 237-3209 (toll free--Cannon Stores)

Ms. Susan Alcorn, Director
Consumer, Government and Media Center
Finast
17000 Rockside Road
Cleveland, OH 44137-4390
(216) 587-7100

Ms. Mary Luethmers
Customer Relations Manager
Fingerhut Corporation
11 McLeland Road
St. Cloud, MN 56395
(612) 259-2500

Mr. L. A. Mann Sr.
Director, Consumer Affairs
First Brands Corporation
88 Long Hill Street
East Hartford, CT 06108
(203) 728-6000

Mr. Thomas J. Metz
Senior Vice President, Customer Services
Customer Service Center
First Fidelity Bancorporation
100 Constitution Drive
Upper Darby, PA 19082-4603
(215) 734-5090
1 (800) 345-9042 (toll free)
(215) 734-5599 (TDD)

Consumer Affairs Department
First Interstate Bank
of California
707 Wilshire Boulevard, W35-13
Los Angeles, CA 90017
(213) 614-3103
1 (800) 626-3400 (toll free)

Customer Service
First Union National Bank
of Florida
P.O. Box 2870
Jacksonville, FL 32231-0010
(904) 361-6996
1 (800) 735-1012 (toll free)

Fisher see SFS Corporation

Ms. Carol Steck
Manager, Consumer Affairs
Fisher Price
636 Girard Avenue
East Aurora, NY 14052-1880
1 (800) 432-5437 (toll free)

Ms. April Reynolds
Special Consumer Services Manager
Florida Power and Light Co.
P.O. Box 029100
Miami, FL 33102-9100
(305) 552-4645
1 (800) 432-6554 (toll free TDD)

Ms. Monica Schmelter, Manager
Customer Relations
Florist's Transworld Delivery Association (FTD)
29200 Northwestern Highway
P.O. Box 2227
Southfield, MI 48037-4077
(313) 355-9300
1 (800) 788-9000 (toll free)

Florsheim Shoe Company
130 South Canal Street
Chicago, IL 60606-3999
(312) 559-2500

Mr. Heeth Varnedoe, President
Flowers Industries, Inc.
P.O. Box 1338
Thomasville, GA 31799-1338
(912) 226-9110

Mr. Scott R. Yablon
Vice President - Administration
Forbes Inc.
60 Fifth Avenue
New York, NY 10011
(212) 620-2409

Customer Service
Foster & Gallagher, Inc.
6523 North Galena Road
Peoria, IL 61632
(309) 691-4610 (Monday--Friday, 8:30 a.m.--5 p.m.)
(309) 691-3633 (Monday--Friday, after 5:15 p.m.)

Ms. Rosemary Myers, Vice President
Customer Service/Operations
The Franklin Mint
U.S. Route One
Franklin Center, PA 19091
(215) 459-6000

Frank's Nursery and Crafts, Inc.
A Subsidiary of General Host Corporation
6501 East Nevada
Detroit, MI 48234
(313) 366-8400

Customer Relations
Fretter Appliance Company
35901 Schoolcraft Road
Livonia, MI 48150
(313) 537-3701
1 (800) 736-3430 (toll free)

Mr. Brian Wooden
Manager, Consumer Affairs
The Frigidaire Co.
6000 Perimeter Drive
Dublin, OH 43017
1 (800) 374-7714
1 (800) 451-7007 (toll free - Frigidaire Appliances)
1 (800) 485-1445 (toll free - Gibson Appliances)
1 (800) 323-7773 (toll free - Kelvinator Appliance Company) 1 (800)
537-5530 (toll free--O'Keefe & Merit Appliances)
1 (800) 537-5530 (toll tree--Tappan Company, Inc.)
1 (800) 245-0600 (toll free--White Westinghouse)

Ms. Janet Rosati
Director, Consumer Services
Fruit of the Loom, Inc.
One Fruit of the Loom Drive
Bowling Green, KY 42102-9015
(502) 781-6400

Ms. Marianne Salimbene
Associate Manager
Customer Service Department
Fuji Photo Film U.S.A., Inc.
400 Commerce Boulevard
Carlstadt, NJ 07072-3009
1 (800) 659-3854, ext. 2571 (toll free)

Customer Resource Center
Fuller Brush Company
P.O. Box 1247
Great Bend, KS 67530-0729
1 (800) 523-3794 (toll free)

GTE Corporation
One Stamford Forum
Stamford, CT 06904
(203) 965-2000

Ms. Teddi Burris
Manager, Consumer Relations
Ernest & Julio Gallo Winery
P.O. Box 1130
Modesto, CA 95353
(209) 579-3161

Ms. Jeannine Deming, Manager
Consumer Service Department
Lewis Galoob Toys, Inc.
500 Forbes Boulevard
San Francisco, CA 94080
(415) 952-1678

Ms. Sheila Gibbons
Director, Public Affairs
Gannett Company, Inc.
1100 Wilson Boulevard
Arlington, VA 22234
(703) 284-6048

General Electric Company
For information on GE consumer products and services, call: GE
ANSWER CENTER _ service
1 (800) 626-2000 (toll free)

Ms. Giselle Simmons
Manager of Consumer Response and Information Center
General Foods Corporation
250 North Street
White Plains, NY 10625
1 (800) 431-1001 (toll free--General Foods products)

General Host Corporation
P.O. Box 10045
Stamford, CT 06904
(203) 357-9900

Ms. Sandy Weisenburger
Assistant Manager, Consumer Services
General Mills, Inc.
P.O. Box 1113
Minneapolis, MN 55440-1113
(612) 540-4295
1 (800) 328-6787 (toll free--bakery products)
1 (800) 328-1144 (toll free--cereals)
1 (800) 222-6846 (toll free--Gorton's)
1 (800) 231-0308 (toll free--snacks)

Customer Relations Department
General Motors Acceptance Corporation (GMAC)
3044 West Grand Boulevard, Room AX348
Detroit, Ml 48202
(313) 556-0510
1 (800) 441-9234 (toll free)
1 (800) TDD-GMAC (toll tree TDD)

Customer Service
General Tire Inc.
One General Street
Akron, OH 44329-0007
1 (800) 847-3349 (toll free)

Ms. Donna Leggate, Vice President
Customer Service
Generra
316 Occidental Avenue, South
Suite 410
Seattle, WA 98104
(206) 728-6888

Sales Department
Genesee Brewing Company, Inc.
445 St. Paul Street
Rochester, NY 14605
(716) 546-1030

Ms. Denise Irish (paper products)
Ms. Kathy Ziprik (building products)
Georgia-Pacific Corp.
P.O. Box 105605
Atlanta, GA 30348-5605
(404) 220-6227 (building products)
(404) 527-0038 (paper products)

Mr. Steven W. Poole, Director
Corporate Communications
Gerber Products Company
445 State Street
Fremont, MI 49413-1056
(616) 928-2000
1(800) 4-GERBER (toll free--24 hours)
1 (800) 421-4221 (toll free, 24-hour breastfeeding advice) 1 (800)
828-9119 (toll free--baby formula)

Ms. Odonna Mathews
Vice President for Consumer Affairs
Giant Food Inc.
P.O. Box 1804, Department 597
Washington, DC 20013
(301) 341-4365
(301) 341-4327 (TDD)

Gibson Appliances see The Frigidaire Co.

Ms. Beverly Smart
Manager, Consumer Affairs
Gillette Company
P.O. Box 61
Boston, MA 02199
(617) 463-3337

Glenbrook Laboratories see Sterling Health

Mr. James Sainsbury
Manager, Product Regulation
The Glidden Company
925 Euclid Avenue
Cleveland, OH 44115
(216) 344-8818

Mr. A.L. Finley, Director
Consumer Relations
Goodyear Tire & Rubber Co.
1144 East Market Street
Akron, OH 44316
(216) 796-4940
(216) 796-6055 (TDD)
1 (800) 321-2136 (toll free)

Mr. Michael Legrand
Vice President, Operations
Gordon's Jewelers
A Subsidiary of Zale Corporation
901 West Walnut Hill Lane
Irving, TX 75038-1003
(214) 580-4924

Consumer Affairs
Greensweep
800 North Lindbergh
St. Louis, MO 63167
1 (800) 225-2883 (toll free)

Ms. Leslie Young
Manager, Customer Relations
Greyhound Lines, Inc.
P.O. Box 660362
Dallas, TX 75266-0362
(214) 419-3914

Guess? Inc.
1444 South Alameda Street
Los Angeles, CA 90021
(213) 765-3100

Guinness Import Company
Six Landmark Square
Stamford, CT 06901-2704
(203) 323-3311
1 (800) 521-1591 (toll free)

Ms. Marti Johnson
Director of Client Relations
H&R Block, Inc.
4410 Main Street
Kansas City, MO 64111-9986
(816) 753-6900
1 (800) 829-7733 (toll free)

HVR Company see Clorox Company

Mr. Don Freberg
Manager of Consumer Affairs
Hallmark Cards, Inc.
P.O. Box 419034
Kansas City, MO 64141-6034
(816) 274-5697

Halston Borghese, Inc.
767 5th Avenue, 49th Floor
New York, NY 10153
(212) 572-3100

Hanes see L'eggs

Hannibal Sports Promotions, Inc. see The Bohannon Group

Mr. Michael Larson
Vice President, Customer Service
Hanover-Direct Inc.
340 Poplar Street
Hanover, PA 17333-9989
(717) 637-6000

Hardwick see Maycor

Consumer Relations Department
Hartz Mountain Corporation
700 Frank E. Rodgers Blvd. South
Harrison, NJ 07029-9987
(201) 481-4800

Ms. Bonnie Fisher
Supervisor, Consumer Affairs
Hasbro, Inc.
P.O. Box 200
Pawtucket, RI 02861-0200
1 (800) 255-5516

Hathaway Shirts see Warnaco Men's Apparel

Mr. Patrick Beckett, Marketing Manager
Heath Company
Benton Harbor, MI 49022
(616) 925-6000

Mr. Thomas J. Rattigan
Chairman and CEO
G. Heileman Brewing Company
9399 West Higgins Rd.
Rosemont, IL 60018
(708) 292-2100

Ms. Donna Elliott
Manager, Consumer Affairs
Heinz U.S.A.
P.O. Box 57
Pittsburgh, PA 15230-0057
(412) 237-5740

Consumer Affairs Department
Consumer Brands
Helene Curtis, Inc.
325 North Wells Street
Chicago, IL 60610-4713
(312) 661-0222

Ms. Lael M. Moynihan
Manager, Consumer Relations
Hershey Foods Corporation
P.O. Box 815
Hershey PA 17033-0815
1 (800) 468-1714 (toll free)

Mr. Frank Gonzalez, Manager
Executive Customer Relations
Hertz Corporation
225 Brae Boulevard
Park Ridge, NJ 07656-0713
(201) 307-2000
1 (800) 654-3131 (toll free--reservations)
1 (800) 654-2280 (toll free TDD)

Customer Information Center
Hewlett-Packard Company
19310 Prune Ridge Avenue
Cupertino, CA 95014
(408) 246-4300

Hilton Hotels Corporation
9336 Civic Center Drive
Beverly Hills, CA 90209-5567
(310) 278-4321

Mr. Mike Rudman
Vice President, Human Resources
Hit or Miss
100 Campanelli Parkway
Stoughton, MA 02072
(617) 344-0800

Mr. Jim Drummond, Director
Hitachi Home Electronics (America), Inc.
3890 Steve Reynolds Boulevard
Norcross, GA 30093
(404) 279-5600
1 (800) 241-6558 (toll free)

Mr. Randall Smith
Holiday Inn Worldwide
Three Ravinia Drive, Suite 2000
Atlanta, GA 30346
(404) 604-2000

Mr. Bill Sanders
Director, Consumer Affairs
Home Depot Inc.
2727 Paces Ferry Road
Atlanta, GA 30339
(404) 433-8211

Ms. Karen McKeever
Assistant Vice President of Marketing
Home Owners Warranty Corporation (HOW)
1110 North Glebe Road
Arlington, VA 22201
(703) 516-4100
1 (800) CALL-HOW (toll free)

Home Shopping Network
P.O. Box 9090
Clearwater, FL 34618-9090
(813) 572-8585
1 (800) 753-5353 (toll free TDD)

Mr. Ray Gwin, Manager
Consumer Affairs
Residential Division
Honeywell, Inc.
Honeywell Plaza
P.O. Box 524
Minneapolis, MN 55440-0524
(612) 951-1000
1 (800) 468-1502 (toll free)

Mr. Larry Calder
Manager of Consumer Response Center
Hoover Company
101 East Maple
North Canton, OH 44720
1 (800) 944-9200 (toll free)

Customer Service Division
The Horchow Collection
221 E. Walnut Hill Lane
Irving, TX 75039-3627
(214) 401-6300
1 (800) 395-5397 (toll free)

Ms. Julie Henderson Craven
Director, Consumer Affairs
Hormel Foods Company
501 16th Avenue N.E.
Austin, MN 55912-9989
(507) 437-5395

Hostess Cakes see Continental Baking Co.

Ms. Judy McCray, Consumer Relations
Huffy Bicycle Company
P.O. Box 1204
Dayton, OH 45401
(513) 866-6251

Customer Relations
Humana Inc.
500 West Main Street
P.O. Box 1438
Louisville, KY 40201-1438
(502) 580-1000

Hunt-Wesson, Inc.
P.O. Box 4800
Fullerton, CA 92634-4800
(714) 680-1431

Ms. Chris Buzanis
Director, Quality Assurance
Hyatt Hotels & Resorts
200 West Madison Street, 39th Floor
Chicago, IL 60606
(312) 750-1234
1 (800) 228-3336 (toll free)

IBC Root Beer
see Dr. Pepper/Seven-Up Companies, Inc.

Ms. Melody Curtis
IBM Information Support Center
300 East Valencia
Tucson, AZ 85706
1 (800) 426-3333

Consumer Affairs Department
Illinois Bell
225 West Randolph Street, Room 30-D
Chicago, IL 60606
(312) 727-2293

Mr. Stephen Powell
Government Affairs Manager
Indiana Bell
251 North Illinois Street, Room 1680
Indianapolis, IN 46204
(317) 265-5965

Mr. David Steadman
CEO and Chairman
Integra
4441 West Airport Freeway
Irving, TX 75062
(214) 258-8500

Communications Department
International Dairy Queen, Inc.
P.O. Box 39286
7505 Metro Boulevard
Minneapolis, MN 55439-0286
(612) 830-0200

International Service Specialists, Inc. see The Bohannon Group
Customer Service
JRT
5000 City Line Road
Hampton, VA 23661
(804) 827-6000

Mr. James Bennett
Customer Relations Manager
JVC Company of America
41 Slater Drive
Elmwood Park, NJ 07407
(201) 808-2100
1(800) 252-5722 (toll free)

Ms. Carolyn Calkins
Manager, Customer Service
Jackson & Perkins Nursery Stock
2518 South Pacific Highway
Medford, OR 97501
(503) 776-2400
1 (800) 872-7673 (toll free)

Ms. Ophelia R. Millon
Manager of Consumer Affairs
James River Corporation
P.O. Box 6000
Norwalk, CT 06856-6000
(203) 854-2458
1 (800) 243-5384 (toll free)

Ms. Rita Topp
James River Corporation
Towel and Tissue Products
P.O. Box 6000
Norwalk, CT 06856-6000
1 (800) 243-5384 (toll free)

Jenn-Air Company see Maycor

Ms. Barbara Short
Consumer Relations
Jockey International, Inc.
2300 60th Street
Kenosha, WI 53140
(414) 658-8111

Public Relations
John Hancock Financial Services
P.O. Box 111
Boston, MA 02117
(617) 572-6272

Johnny Appleseed's, Inc.
30 Tozer Road
Beverly, MA 01915-0720
1 (800) 225-5051 (toll free)

Johnson & Johnson Consumer Products, Inc.
Information Center
199 Grandview Road
Skillman, NJ 08558
1 (800) 526-3967 (toll free)

Complaint Department
Johnson Publishing Company, Inc.
820 South Michigan Avenue
Chicago, IL 60605
(written complaints only)

Mr. Tom Conrardy
Director, Consumer Resource Center
S.C. Johnson and Sons
1525 Howe Street
Racine, WI 53403
1 (800) 558-5252 (toll free)

Ms. Denise Mori
Manager, Guest Services
Howard Johnson, Inc.
P.O. Box 29004
Phoenix, AZ 85038
(602) 389-5555

Mr. Jerry Taylor, Vice President
Advertising and Marketing
Jordache Enterprises, Inc.
1411 Broadway
New York, NY 10018
(212) 279-7343
1 (800) 289-5326 (toll free)
1 (800) 666-1917 (toll free)

Mr. Brian Beckwith
Vice President of Circulation
K-III
717 5th Avenue
New York, NY 10022
(212) 745-0500

Mr. Robert J. Clark
Manager, Customer Service
K mart Corporation
3100 West Big Beaver Road
Troy, MI 48084
(313) 643-1643
1 (800) 63-KMART (toll free)

Ms. Annette Watkins-Habeski
Manager, Customer Relations
Karastan Rugmill
Division of Mohawk Industries, Inc.
P.O. Box 129
Eden, NC 27289
1 (800) 476-7113 (toll free)
1 (800) 476-7113 (toll free)

Mr. Rory J. Murphy
Senior Vice President, Operations
Carl Karcher Enterprises
1200 North Harbor Boulevard
P.O. Box 4349
Anaheim, CA 92803
(714) 774-5796

Consumer Services
Kawasaki Motor Corporation, U.S.A.
P.O. Box 25252
Santa Ana, CA 92799-5252
(714) 770-0400

Ms. Sara C. Maness
Consumer Relations Manager
Kayser-Roth Corporation
612 South Main Street
Burlington, NC 27215
(919) 229-2224

Ms. Nathalie Lofton, Supervisor
Consumer Communications
Keebler Company, Inc.
One Hollow Tree Lane
Elmhurst, IL 60126
(708) 833-2900

Ms. Linda J. Pell
Director, Consumer Affairs
Kellogg Company
P.O. Box CAMB
Battle Creek, MI 49016
1 (800) 962-1413

Mr. Robert A. Shower, Manager
Product Service
The Kelly Springfield Tire Company
12501 Willow Brook Road, S.E.
Cumberland, MD 21502-2599
(301) 777-6635
(301) 777-6017

Kelvinator Appliance Company see The Frigidaire Company

Ms. Nancy Bays
Supervisor, Consumer Relations
Kemper National Insurance Company
Public Affairs and Communications
1 Kemper Drive
Long Grove, IL 60049-0001
(708) 540-2522
1 (800) 833-0355 (toll free)

Ms. Bonnie Fisher
Supervisor, Consumer Affairs
Kenner Products
P.O. Box 200
Pawtucket, RI 02861-0200
1 (800) 327-8264 (toll free)

Ms. Cindy Van Grinsven
Director, Consumer Services
Kimberly-Clark Corporation
P.O. Box 2020
Neenah, WI 54957-2020
(414) 721-8000
1 (800) 544-1847 (toll free)

Kinetico, Inc.
10845 Kinsman Road
Newbury, OH 44065
(216) 564-9111

Kingsford Products Company see Clorox Company

Consumer Assistance Center
KitchenAid
701 Main Street
St. Joseph, MO 49085-1392
(616) 923-4500
1 (800) 422-1230 (toll free)

Ms. Veronica Barry
Assistant to the Senior Vice President
Public Relations and Communications
Calvin Klein Industries, Inc.
205 West 39th Street, 10th Floor
New York, NY 10018
(212) 719-2600
1 (800) 327-8731 (toll free)

Kodiak Smokeless Tobacco see Conwood Co., L.P.

Mr. Paul Scholten, Manager
Service and Technical Publications
Kohler Company
Kohler, WI 53044
(414) 457-4441

Mr. Alan Wilson, Manager
Sales Administration
Kohler Generator Division
Kohler, WI 53044
(414) 457-4441

Mr. Mark Grunow, Manager
Consumer Affairs
Plumbing and Specialty Products
Kohler Company
Kohler, WI 53044
(414) 457-4441

ATTN: Consumer Response Center
Kraft, Inc.
Kraft Court
Glenview, IL 60025
1 (800) 323-0768 (toll free)

Ms. Judy Ball
Customer Relations Manager
Kroger Company
1014 Vine Street
Cincinnati, OH 45201
(513) 762-1589
1 (800) 632-6900 (toll free--product information)

Mr. Rody Davenport, IV
President and C.O.O.
Krystal Company
One Union Square
Chattanooga, TN 37402
(615) 757-1550

Ms. Genine Le Duff
Consumer Affairs Coordinator
LA Gear
2850 Ocean Park Blvd.
Santa Monica, CA 90405
(213) 822-1995

Mrs. Ann P. Gallaher
Manager of Consumer Services
La-Z-Boy Chair Company
1284 North Telegraph Road
Monroe, MI 48161-3309
(313) 242-1444

Consumer Relations
L&F Products
225 Summit Avenue
Montvale, NJ 07645-1575
1 (800) 888-0192

LaCoupe see Playtex Family Products Group

Ms. Marie Holen
Manager, Consumer Affairs
Land O'Lakes, Inc.
P.O. Box 116
Minneapolis, MN 55440-0116
1 (800) 328-4155 (toll free)

Customer Service
Land's End
One Land's End Lane
Dodgeville, WI 53595
1 (800) 356-4444 (toll free)

Mr. Gordon Young
Vice President, Customer Service
Lane Furniture
East Franklin Avenue
P.O. Box 151
Altavista, VA 24517
(804) 369-5641

Mr. John Gray
Vice President, Retail Service
Lechmere
275 Wildwood Street
Woburn, MA 01801
(617) 476-1404
1 (800) 733-4666 (toll free)

Ms. Barbara Distasi
Manager, Consumer Affairs
Lederle Consumer Health
1 Cyanamid Plaza
Wayne, NJ 07470
1 (800) 282-8805 (toll free-9 a.m.-4 p.m., M-F)

Ms. Christine Anderson
Customer Service
Lee Company
9001 West 67th Street
Merriam, KS 66202
(913) 384-4000

L'eggs Products
Sara Lee Hosiery
Sara Lee Corporation
5660 University Parkway
Winston-Salem, NC 27105
(919) 519-2529

Customer Service
Leichtung, Inc.
4944 Commerce Parkway
Cleveland, OH 44128
(216) 831-6191
1 (800) 654-7817 (toll free)

Lennox Industries
P.O Box 799900
Dallas, TX 75379-9900
(214) 497-5000

Consumer and Public Relations Department
Lever Brothers Company
390 Park Avenue
New York, NY 10022-4698
1 (800) 598-1223 (toll free)

Consumer Affairs
Levi Strauss & Co.
1155 Battery Street
San Francisco, CA 94111
1 (800) USA-LEVI (toll free)

Ms. Eleanor Eckardt
Vice President, Consumer Relations
Levitz Furniture Corporation
6111 Broken Sound Parkway, N.W.
Boca Raton, FL 33487-2799
1 (800) 631-4601 (toll free)

Customer Service
Levolor Corporation
7614 Business Park Drive
Greensboro, NC 27409
1 (800) LEVOLOR (toll free)

Mr. Edward T. Frackiewicz
Manager of Consumer Affairs
Liberty Mutual Insurance Group
175 Berkeley Street
Boston, MA 02117
(617) 357-9500
1 (800) 225-2390, ext. 41015 (toll free-Presidential Service Team)
Customer Service
Life Fitness
10601 West Belmont
Franklin Park, IL 60131
1 (800) 351-3737 (toll free)

Customer Service
Lillian Vernon Corporation
2600 International Parkway
Virginia Beach, VA 23452
(804) 430-1500

Consumer Communications
Eli Lilly & Company
Lilly Corporate Center
Indianapolis, IN 46285
(317) 276-8588
(For medical information, contact your physician.)

Mr. Alfred Dietzel
Vice President
Financial and Public Relations
The Limited, Inc.
Two Limited Parkway
P.O. Box 16000
Columbus, OH 43216
(614) 479-7000

Mr. John Piscopink
Manager
Customer Service Center
Little Caeser Enterprises
2211 Woodward Avenue
Detroit, MI 48201
1 (800) 7-CAESAR

Lone Star Brewing Company see G. Heileman Brewing Company

Long John Silver's
101 Jerrico Drive
P.O. Box 11988
Lexington, KY 40579
(606) 263-6000

L'Oreal see Cosmair, Inc.

Mr. David Hicks
Customer Relations Manager
Lorillard Tobacco Company
2525 East Market Street
P.O. Box 21688
Greensboro, NC 27420-1688
(919) 373-6669

Communications Department
Los Angeles Times
Times Mirror Square
Los Angeles, CA 90053
(213) 237-5000

Ms. Judith Decker
Communications Manager
Lucky Stores, Inc.
P.O. Box BB
Dublin, CA 94568
(415) 833-6000

Customer Services
MAACO Enterprises, Inc.
381 Brooks Road
King of Prussia, PA 19406
1 (800) 523-1180 (toll free outside PA)

Corporate Communications and Public Affairs
MCA Inc.
100 Universal City Plaza
Universal City, CA 91608-1085
(818) 777-3591

Mr. John Gerdelman
Senior Vice President
Consumer Service
MCI Consumer Markets
1200 South Hayes Street, 12th Floor
Arlington, VA 22202
(703) 415-3195

Consumer Affairs Department
M&M/Mars, Inc.
High Street
Hacketstown, NJ 07840
(201) 852-1000

MTV Networks see Viacom International Inc.

Vice President
Customer Service
R.H. Macy & Company, Inc.
151 West 34th Street
New York, NY 10001
(212) 695-4400

Magic Chef see Maycor

Magnavox see Phillips Consumer Electronics

I. Magnin
135 Stockton Street
San Francisco, CA 94180
(415) 362-2100

Consumer Services Manager
Mannington Resillient Floors, Inc.
P.O. Box 30
Salem, NJ 08079
(609) 935-3000
1 (800) 356-6787 (toll free)

Professional Services Office
Manor Care Corporation
10770 Columbia Pike
Silver Spring, MD 20901
(301) 681-9400
1 (800) 833-7696 (toll free outside MD)

Ms. Marie DeAngelo
Assistant Vice President
Manufacturers Hanover Trust Company
270 Park Avenue
New York, NY 10017
(212) 270-7370

Manville Corporation/Schuller International, Inc.
P.O. Box 5108
Denver, CO 80217-5108
(303) 978-2000
1 (800) 654-3103 (toll free--product information)

Corporate Customer Relations
Marine Midland Bank, N.A.
One Marine Midland Center
Buffalo, NY 14203
(716) 841-2424

Customer Information Center
Marion Merrell Dow Inc.
P.O. Box 8480
Kansas City, MO 64114-0480
(800) 552-3656

Consumer Affairs
Marriott Corporation
One Marriott Drive
Attn: Department 921.60
Washington, DC 20058
(301) 380-7600

Ms. Karen Filler, CLU
Director of Customer Relations
Massachusetts Mutual Life Insurance Company
1295 State Street
Springfield, MA 01111
(413) 788-8411
1 (800) 828-4902 (toll free)

MasterCard International (contact issuing bank)
1 (800) 826-2181 (toll free-lost or stolen cards or questions about
the MasterCard system)

Mr. Anthony Lopes, President
Matsushita Services Company
50 Meadowlands Parkway
Secaucus, NJ 07094
(201) 348-7000

Ms. Tammy Longworth
Director, Consumer Affairs
Mattel Toys, Inc.
333 Continental Boulevard
El Segundo, CA 90245-5012
(213) 524-2000
1 (800) 524-TOYS

Max Factor see Procter & Gamble Company

Consumer Affairs
Maxicare Health Plans, Inc.
1149 South Broadway
Los Angeles, CA 90015
(213) 742-0900

Maxwell House see General Foods

Mr. James F. Harner, Senior Vice President
Customer Service and Operations
May Department Stores Co.
611 Olive Street
St. Louis, MO 63101
(314) 342-4336

Mrs. Lori L. Wren
Manager, Consumer Relations
Maybelline Inc.
P.O. Box 372
Memphis, TN 38101-0372
(901) 320-2166

Maycor Appliance Parts and Service Company
240 Edwards Street, S.E.
Cleveland, TN 37311
(615) 472-3333

Customer Service Department
Mayflower Transit, Inc.
P.O. Box 107
Indianapolis, IN 46206
(317) 875-1000
1 (800) 428-1200 (toll free)

Maytag see Maycor

Ms. Mary Randisi, Director
Consumer Affairs
McCormick & Company, Inc.
211 Schilling Circle
Hunt Valley, MD 21031
(301) 527-6273
1 (800) 632-5847 (toll free)

McCrory Stores, Inc.
2955 East Market Street
York, PA 17402
(717) 757-8181

Ms. Beth Petersohn
Manager, Customer Satisfaction Department
McDonald's Corporation
Kroc Drive
Oak Brook, IL 60521
(708) 575-6198

Ms. Mary Jo Oller
Customer Service Manager
McGraw-Hill, Inc.
Blue Ridge Summit, PA 17294
(717) 794-5461
1 (800) 262-4729 (toll free)

Consumer Services
McKee Foods Corporation
P.O. Box 750
Collegedale, TN 37315
1 (800) 522-4499

Vice President Manufacturing/TSO
McKesson Water Products Company
3280 E. Foothill Blvd. #400
Pasadena, CA 91107
(818) 585-1192

Consumer Affairs
McNeil Consumer Products Company
Johnson & Johnson
Camp Hill Road
Fort Washington, PA 19034
(215) 233-7000

Ms. Patricia Royer
Vice President, Consumer Affairs
Medco Containment Services, Inc.
100 Summit Avenue
Montvale, NJ 07645
(201) 358-5530
(201) 358-5793 (FAX)

Mr. Marshall Morton
Senior Vice President
Media General, Inc.
333 East Grace Street
Richmond, VA 23219
(804) 649-6000

Ms. Nancy Little
Customer Service Representative
Meineke Discount Muffler
128 South Tryon Street, Suite 900
Charlotte, NC 28202
(704) 377-3070

Customer Relations Department
Melitta USA, Inc.
1401 Berlin Road
Cherry Hill, NJ 08003
(609) 428-7202
1 (800) 451-1694 (toll free)

Mr. D. Bruce Wheeler
Executive Vice President
Retail Bank
Mellon Bank Corporation
One Mellon Bank Center, Room 5135
Pittsburgh, PA 15258-0001
(412) 234-8552

Consumer Affairs
Melville Corporation
1 Theall Road
Rye, NY 10580
(914) 925-4000

Consumer Relations
Mem Company, Inc.
Union Street
Northvale, NJ 07647
(201) 767-0100

Ms. Jan M. Guiffaro
Associate Director, Consumer Affairs
Mennen Company
300 Park Avenue
New York, NY 10022
1 (800) 228-7408

Lynn Szabo
Director of Consumer Affairs
Mentholatum Company, Inc.
1360 Niagara Street
Buffalo, NY 14213
(716) 882-7660

Mercruiser
Service Department
3003 North Perkins Road
Stillwater, OK 74075
(405) 377-1200

Mercury, Mariner, and Force Outboards
Service Department
P.O. Box 1939
Fond Du Lac, WI 54936-1939
(414) 929-5000

Ms. M. J. Mosiniak, Manager
Customer Support
Merillat Industries
5353 West U.S. 223
Adrian, MI 49221
(517) 263-0771

Customer Service Department
Merrill Lynch Pierce Fenner & Smith
265 Davidson Avenue, 4th Floor
Somerset, NJ 08873
(908) 563-8777

Ms. Colleen Dahle-Hong
Consumer Affairs Analyst
Mervyn's
25001 Industrial Boulevard
Hayward, CA 94545
(415) 786-8337

Office of the President
Metromedia Steakhouses Company, L.P.
P.O. Box 578
Dayton, OH 45401-0578
(513) 454-2400

Mr. Bruce C. Hemer
Director, Consumer Affairs
Metropolitan Life Insurance Company
One Madison Avenue
Area 1-Z
New York, NY 10010-3690
(212) 578-2544

Consumer Relations Department
Michelin Tire Corporation
One Parkway South
Greenville, SC 29615
1 (800) 847-3435

Mr. Leonard Singer
Director, Consumer Relations
Michigan Bell Telephone Co.
1365 Cass Avenue, Room 1800
Detroit, MI 48226
(313) 223-7224
1 (800) 482-3141 (toll free TDD)

Mr. James Gaston
Customer Service Manager/Director
Michigan Bulb Company
1950 Waldorf, N.W.
Grand Rapids, MI 49550
(616) 771-9500

Mr. Charles E. Ayers, Manager
Consumer Relations
Midas International Corporation
225 North Michigan Avenue
Chicago, IL 60601
1 (800) 621-8545

Mid-Michigan Surgical Supply
360 Capitol Avenue, N.E.
Battlecreek, MI 49017
(616) 962-9541
1 (800) 445-5820

Customer Service
Miles Kimball
41 West 8
Oshkosh, WI 54906
(Written inquiries only)

Ms. Debra K. Wood
Consumer Service Coordinator
Milton Bradley Company
443 Shaker Road
East Long Meadow, MA 01028
(413) 525-6411

Mr. Charles Hoppe, National Manager
Consumer Service
Minolta Corporation
100 Williams Drive
Ramsey, NJ 07446
(201) 825-4000

Technical Services
Minwax, Inc.
15 Mercedes Drive
Montvale, NJ 07645
1 (800) 888-0192

Miracle Gro Products, Inc.
P.O. Box 800
Port Washington, NY 11050
(516) 883-6550

Consumer Relations
Mitsubishi Electronics America, Inc.
5665 Plaza Drive
P.O. Box 6007
Cypress, CA 90630-0007
(714) 220-1464

Mr. C. Mouzakitis, Manager
Quality and Customer Support
Mobil Oil Corporation
3225 Gallows Road
Fairfax, VA 22037
(703) 849-3994

Mr. Al Kedora
Customer Services Manager
Mobil Oil Credit Corporation
11300 Corporate Avenue
Lenexa, KS 66219-1385
(913) 752-7000

Customer Service
Crystal Brand Jewelry Group
Monet, Trifari and Marvella Jewelry
Number Two Lonsdale Avenue
Pawtucket, RI 02860
(401) 728-9800

Mr. Dan R. Bishop, Director
Corporate Communications
Monsanto Company
800 North Lindbergh Boulevard
St. Louis, MO 63167
(314) 694-2883

Ms. Carol Kelch
Customer Relations Manager
Montgomery Ward
One Montgomery Ward Plaza, 9-S
Chicago, IL 60671
(312) 467-2000

Mr. Mark T. Beaudouin, Esq.
Sr. Vice President and General Counsel
Morse Shoe Company
A Subsidiary of J. Baker, Inc.
555 Turnpike Street
Canton, MA 02021
(617) 828-9300

Consumer Affairs
Morton International
Morton Salt Division
100 North Riverside Plaza
Chicago, IL 60606
(312) 807-2694

Director of Marketing
Motorola, Inc.
1303 East Algonquin Road
Schaumburg, IL 60196
(708) 576-5000

Mr. George Smedley
Plant Manager
Murphy-Phoenix Co.
31900 Solon Road
P.O. Box 39670
Solon, OH 44139
(216) 248-2411

Mutual Life Insurance Company of New York (MONY)
Glenpoint Center West
500 Frank W. Burr Boulevard
Teaneck, NJ 07666
(201) 907-6669

Mr. Anthony Monderine
Manager, Customer Relations
Mutual of Omaha Insurance Co.
Mutual of Omaha Plaza
Omaha, NE 68175
(402) 342-7600

Audience Services
NBC
30 Rockefeller Plaza
New York, NY 10112
(212) 664-2333

Ms. Linda Middleton
Customer Service Manager
NEC Technologies Inc.
1255 Michael Drive
Wood Dale, IL 60191-1094
(708) 860-9500, ext. 4440

Ms. Sandra Lowe, Manager
Consumer Information Services
Nabisco Foods Group
100 DeForest Ave.
East Hanover, NJ 07936
(201) 503-2617
1 (800) NABISCO (toll free)

Mr. William Towey
Senior Vice President
National Amusements Inc.
200 Elm Street
Dedham, MA 02026
(617) 461-1600

Ms. Mary McElroy-Mullvain
Manager, Consumer Affairs
National Car Rental System, Inc.
7700 France Avenue South
Minneapolis, MN 55435
(612) 830-2033
1 (800) 367-6767 (toll free)

National Education Corporation
1732 Reynolds Street
Irvine, CA 92714
(714) 261-7606

Mr. Bill Campbell, Vice President
National Media Corporation
1700 Walnut Street
Philadelphia, PA 19103
(215) 772-5000

Mr. James Jensen, Controller
National Presto Industries, Inc.
3925 North Hastings Way
Eau Claire, WI 54703-3703
(715) 839-2121

Mr. Glenn W. Soden
Customer Relations Officer
Nationwide Insurance Companies
One Nationwide Plaza,1-22-01
Columbus, OH 43215-2220
(614) 249-6985
1 (800) 622-2421 (toll free TDD)

Customer Relations
Neighborhood Periodical Club, Inc.
One Crowne Point Court, #130
Cincinnati, OH 45241
(513) 771-9400

Customer Service Department
Neiman-Marcus
P.O. Box 64780
Dallas, TX 75206
(214) 741-6911
1 (800) 442-2274 (toll free in TX)
1 (800) 527-1767 (toll free outside TX)

Ms. Joyce Wolfe
Director, Office of Consumer Affairs
Nestle USA
800 North Brand Boulevard
Glendale, CA 91203
(818) 549-6579

Ms. Alene Lain
Consumer Affairs
Neutrogena Corporation
5760 West 96th Street
Los Angeles, CA 90045
(310) 642-1150
1 (800) 421-6857 (toll free outside CA)

External Affairs
Nevada Bell
645 East Plumb Lane
Reno, NV 89520
(702) 789-6000

Mr. Edward C. Hall
Executive Vice President
The New England
501 Boylston Street
Boston, MA 02116
(617) 578-2000

Mr. George Ittner
Chairman, CEO
New Hampton, Inc.
5000 City Line Road
Hampton, VA 23661
(804) 827-7010

Customer Service
Newport News
(formerly AVON Fashions)
5000 City Line Road
Hampton, VA 23661
(804) 825-4250

Customer Service
News America Publishing, Inc.
Four Radnor Corporate Center
Radnor, PA 19088
(215) 293-8500
1 (800) 625-7300 (toll free)

Customer Service Representative
Newsweek, Inc.
P.O. Box 403
Livingston, NJ 07039
(212) 316-2000
1 (800) 631-1040 (toll free-subscriber service only)

New Woman Magazine see K-III

Ms. Barbara Fagnano
Assistant Vice President
New York Life Insurance Company
51 Madison Avenue
New York, NY 10010
(212) 576-5081 (collect calls accepted)

New York Magazine see K-III

Mr. Robert P. Smith, Manager
Advertising Acceptability Department
New York Times Company
229 West 43rd Street
New York, NY 10036
(212) 556-7171

Customer Service
Nexxus Products
P.O. Box 1274
Santa Barbara, CA 93116-9976
(805) 968-6900

Ms. Nancy L. Testani
Manager, Outreach and Education
Niagara Mohawk Power Corporation
300 Erie Boulevard West
Syracuse, NY 13202
(315) 474-1511

Consumer Services
Nike, Inc.
Nike/World Campus
1 Bowerman Drive
Beaverton, OR 97005
(503) 671-6453
1 (800) 344-6453 (toll free outside OR)

Consumer Services
Nintendo of America Inc.
4820 150th Avenue NE
Redmond, WA 98052
1 (800) 255-3700 (toll free)

Department of Consumer Relations
Norelco Consumer Products Company
High Ridge Park
P.O. Box 10166
Stamford, CT 06904
1 (800) 243-7884

Norge see Maycor

Ms. Roslyn DeTasquale
Marketing Servicing Manager
North American Watch Corporation
650 Fifth Avenue
New York, NY 10019
(201) 460-4800

Customer Relations
Northwest Airlines
C5270
5101 Northwest Drive
St. Paul, MN 55111-3034
(612) 726-2046
1 (800) 328-2298 (toll free TDD-reservations)

Mr. Thomas W. Towers
Associate Director, Public Relations
Northwestern Mutual Life Insurance Company
720 East Wisconsin Avenue
Milwaukee, WI 53202
(414) 271-1444

Ms. Patricia J. Green, Manager
Customer Service
Norwegian Cruise Line
95 Merrick Way
Miami, FL 33134
(305) 460-2796

Mr. Chuck Wetzel
Director of Consumer Relations
Nu Tone, Inc.
Madison and Red Bank Roads
Cincinnati, OH 45227
(513) 527-5100
1 (800) 582-2030 (toll free in OH)
1 (800) 543-8687 (toll free outside OH)

The NutraSweet Company
1751 Lake Cook Road
Deerfield, IL 60015
1 (800) 321-7254 (toll free-NutraSweet)
1 (800) 323-5316 (toll free-Equal)

Nutri/System Inc.
410 Horsham Road
Horsham, PA 10944
(215) 445-5300

President's Help Line
Nynex/New York Telephone
1095 Avenue of the Americas
New York, NY 10036
1 (800) 722-2300 (toll free in NY)
1 (800) 342-4181 (toll free TDD in NY)

Mrs. Linda Compton
Manager, Consumer Affairs
Ocean Spray Cranberries Inc.
One Ocean Spray Drive
Lakeville/Middleboro, MA 02349
(508) 946-7407

Ms. Gail Holmes, Director
Community Relations
Ohio Bell Telephone Company
45 ErieView, Room 852
Cleveland, OH 44114
(216) 822-2124

O'Keefe & Merit Appliances see The Frigidaire Company

Ms. Chris Hauck
Director, Customer Service
Olan Mills, Inc.
4325 Amnicola Highway
P.O. Box 23456
Chattanooga TN 37422-3456
(615) 622-5141
1 (800) 251-6323 (toll free)

Ms. Barbara Abe
Manager, Customer Support
Olympus America
145 Crossways Park
Woodbury, NY 11797
(516) 364-3000

Ms. Bridget Burke
Consumer Relations Supervisor
Oneida, Ltd.
Kenwood Station
Oneida, NY 13421
(315) 361-3000
1 (800) 877-6667 (toll free)

Ordnance Consultant see The Bohannon Group

Origins Natural Resources, Inc. see Estee Lauder

Orkin see Rollins, Inc.

Mr. Brodrick William Hill
Manager, Consumer Services
Ortho Consumer Products
Chevron Chemical Company
P.O. Box 5047
San Ramon, CA 94583-0947
(415) 842-5539

OSCO Drugs see American Stores Company

Mr. Henry Hegel, Director
Corporate Service
Outboard Marine Corporation
100 Sea Horse Drive
Waukegan, IL 60085
(708) 689-6200

Owens Corning World Headquarters
Fiberglas Tower
Toledo, OH 43659-0001
(419) 248-8000

Customer Appeals Group
Pacific Bell
140 New Montgomery Street
San Francisco, CA 94105
(415) 542-5004
1 (800) 697-6500 (toll free)

Public Affairs
Pacific Enterprises
555 W. 5th Street
Los Angeles, CA 90013
(213) 244-1200

Pacific Telesis Group see Pacific Bell

Ms. Gail T. P. Wickes
Senior Vice President
Client Relations
PaineWebber Inc.
1000 Harbor Boulevard, 8th Floor
Weehawken, NJ 07087
(201) 902-4936
1 (800) 354-9103

Panasonic see Matsushita Services Company

Mr. Rick Bates
Vice President
Customer Operations
Paramount Publishing
200 Old Tappan Road
Old Tappan, NJ 07675
(201) 767-5000

Parke-Davis see Warner-Lambert Company

Peidmont Airlines see USAir

Mr. Ed Engelbercht, Manager
Customer Service
Pella Corporation
102 Main Street
Pella, IA 50219
(515) 628-1000

Ms. Pamela Lumpkin
Consumer Relations Manager
J.C. Penney Company, Inc.
P.O. Box 10001
Dallas, TX 75301-8222
(214) 431-8500

Mr. T. M. Maddox
National Technical Service Manager
Pennzoil Products Company
P.O. Box 2967
Houston, TX 77252-2967
(713) 546-8783 (collect calls accepted)

Peoples Drug Stores, Inc. see CVS

Mrs. Ellie Eng
Manager, Consumer Affairs
Pepperidge Farm, Inc.
595 Westport Avenue
Norwalk, CT 06851
(203) 846-7276

Ms. Christine Jones
Manager, Public Affairs
Pepsi-Cola Company
1 Pepsi Way
Somers, NY 10589-2201
(914) 767-6000

Ms. Lisa Nowak
Manager of Consumer Relations
Perdue Farms
P.O. Box 1537
Salisbury, MD 21802
(410) 543-3000
1 (800) 442-2034 (toll free outside MD)

Ms. Sandy Gordon
Marketing Division
The Perrier Group
777 West Putnam Avenue
Greenwich, CT 06830
(203) 531-4100

Mr. Mark E. Wooley
Manager, Consumer Affairs
Pet Incorporated
P.O. Box 66719
St. Louis, MO 63166-6719
(314) 622-6695

Marketing Department
Pfizer Inc.
235 East 42nd Street
New York, NY 10017
(212) 573-2323

Philco see Philips Consumer Electronics

Ms. Susan A. Strausser, Administrator
Consumer Affairs
Philip Morris Companies Incorporated
120 Park Avenue
New York, NY 10017
(212) 880-3366

Department of Consumer Affairs
Philips Consumer Electronics
P.O. Box 555
Jefferson City, TN 37760
(615) 475-8869

Ms. Toni J. Honkisz
Corporate Quality Administrator
Philips Lighting Company
200 Franklin Square Drive
P.O. Box 6800
Somerset, NJ O8875-6800
(908) 563-3081

Public Relations
Phillips Petroleum Company
16 Phillips Building
Bartlesville, OK 74004
(918) 661-1215

Piaget see North American Watch Corporatlon

Pillsbury Company
Consumer Response
P.O. Box 550
Minneapolis, MN 55440
1 (800) 767-4466 (toll free)

Mr. Al Segal, Division Manager
Customer Service
Pioneer Electronics Service, Inc.
P.O. Box 1760
Long Beach, CA 90810
1 (800) 421-1404 (toll free)

Ms. Bonnie Fisher
Supervisor, Consumer Affairs
Playskool
Consumer Affairs Dept.
P.O. Box 200
Pawtucket, RI 02862-0200
1 (800) 752-9755

Ms. Theresa B. Thomas
Manager, Consumer Affairs
Playtex Apparel, Inc.
P.O. Box 631
MS 1526
Dover, DE 19903-0631
(302) 674-6000
1 (800) 537-9955 (toll free)

Playtex Family Products Corp.
215 College Rd.
P.O. Box 728
Paramus, NJ 07652
1 (800) 624-0825 (toll free in NJ)
1 (800) 222-0453 (toll free outside NJ)

Customer Service Department
Polaroid Corporation
784 Memorial Drive
Cambridge, MA 02139
(617) 577-2000 (collect calls accepted within MA)
1 (800) 343-5000 (toll free outside MA)

Mr. Richard Lugo
Consumer Relations Manager
Polo/Ralph Lauren Corporation
4100 Beechwood Drive
Greensboro, NC 27410
1 (800) 775-7656 (toll free)

Ponderosa see Metromedia Steakhouses Company, L.P.

Popeye's see America's Favorite Chicken

Premiere Magazine see K-III

Prescriptives, Inc. see Estee Lauder

Princess Marcella see Halston Borghese, Inc.

Princeton Pharmaceutical Products see Bristol-Myers Squibb
Pharmaceutical Group

Ms. Kathleen Fitzsimmons Braun
Manager, Consumer Services
Cosmetic and Fragrance Division
Procter & Gamble Company
11050 York Road
Hunt Valley, MD 21030-2098
(410) 785-4411
1 (800) 426-8374 (toll free)

Ms. Patti Shively
Associate Director, Consumer Relations
Procter & Gamble Company
P.O. Box 599
Cincinnati, OH 45201-0599
(513) 945-8787
(toll free numbers appear on all Procter & Gamble product labels)
Progresso see Pet Incorporated

Mr. Joe Kenney, Jr.
Counsel and Secretary
Provident Mutual Life Insurance
1600 Market Street
P.O. Box 7378
Philadelphia, PA 19101
(215) 636-5000

Prudential Insurance Company of America
Executive Offices
Prudential Plaza, 24th Floor
Newark, NJ 07101
(201) 802-6000

Prudential Property & Casualty Company
23 Main Street
P.O. Box 419
Holmdel, NJ 07733
(908) 946-6000

Client Relations
Prudential Securities Inc.
100 Gold Street
New York, NY 10292
(212) 776-2795

Ms. Patricia Kaufman
Director, Customer Operations
Publishers Clearing House
382 Channel Drive
Port Washington, NY 11050
(516) 883-5432
1 (800) 645-9242 (toll free)
1 (800) 248-8670 (toll free TDD)

Ms. Mary Ann Jones
Director of Customer Relations
Publix Super Markets
1936 George Jenkins Boulevard
P.O. Box 407
Lakeland, FL 33802
(813) 688-1188

QVC Network
Goshen Corporate Park
1365 Enterprise Drive
West Chester, PA 19380
(215) 430-1000

Ms. Beverly Kloehn
Director of Consumer Response
Quaker Oats Company
P.O. Box 049003
Chicago, IL 60604-9003
(312) 222-7843

Mr. Benton H. Faulkner
Manager, Public Relations
Quaker State Corporation
P.O. Box 989
Oil City, PA 16301
(814) 676-7676

Quasar see Matsushita Services Company

Radio Shack see Tandy Corporation

Ms. Doris Hewkin, Director
Office of Consumer Affairs
Ralston Purina Company
Checkerboard Square
St. Louis, MO 63164
(314) 982-4566
1 (800) 345-5678 (toll free)

Ms. Susan Revello
Director, Corporate Communications
Ramada International Hotels and Resorts
2655 Lejeune Road, Suite 400
Coral Gables, FL 33134
(305) 460-1900
a
c

Mrs. Patricia Rosafort
Supervisor, Customer Services
Readers Digest Association, Inc.
Pleasantville, NY 10570-7000
1 (800) 431-1246 (toll free)
1 (800) 735-4327 (toll free TDD)

Consumer Affairs Department
Reckitt & Colman, Inc.
P.O. Box 945
Wayne, NJ 07474-0945
(201) 305-4600

Orville Redenbacher see Hunt-Wesson, Inc.

Consumer Relations
Reebok International, Ltd.
100 Technology Center Drive
Stoughton, MA 02072
1 (800) 843-4444 (toll free)

Mr. Richard Jones
Customer Service Manager
The Regina Company
P.O. Box 638
Long Beach, MS 39560
1 (800) 847-8336 (toll free)

Ms. Cass Carroll
Director of Consumer Relations
Reliance Insurance Company
Four Penn Center Plaza
Philadelphia, PA 19103
(215) 864-4445
1 (800) 441-1652 (toll free)

Mr. Mitch Maples, Manager
Consumer Affairs
Remco America, Inc.
10333 Richmond Ave., Suite 300
Houston, TX 77042
(713) 977-2288

Remington Arms see DuPont Co.

Customer Relations Department
Remington Products Company
60 Main Street
Bridgeport, CT 06004
(203) 367-4400

Ms. Linda H. Porter
Director
Revlon Consumer Information Center
P.O. Box 6113
Oxford, NC 27565
(919) 603-2828

Ms. Carol Owen, Director
Consumer Services
Reynolds Metals Company
6603 West Broad Street
Richmond, VA 23230
(804) 281-4073 (collect calls accepted)

Rhône-Poulenc Rorer Pharmaceuticals Inc.
Consumer Affairs
500 Arcola Road
Collegeville, PA 19426-0107
1 (800) 548-3708 (toll free, 8:30 a.m.-4:30 p.m., EST)

Richardson-Vicks, Inc. see Procter & Gamble Company

Mr. Marc Seim
Manager, Consumer Affairs
A.H. Robins Company, Inc.
1405 Cummings Drive
Richmond, VA 23261-6609
(804) 257-2000

Rockport
220 Donald Lynch Blvd.
Marlboro, MA 01752
1 (800) 343-9255

Mrs. Jeanne Dorney
Customer Satisfaction Call Center Manager
Rodale Press, Inc.
33 East Minor Street
Emmaus, PA 18049
1 (800) 848-4735 (toll free)

Mr. Michael Baviello
Service Manager
Rolex Watch U.S.A. Inc.
665 Fifth Avenue
New York, NY 10022
(212) 758-7700

Mr. Lawrence Beverley, Jr., Manager
Customer Service
Rollins, Inc.
2170 Piedmont Road, N.E.
Atlanta, GA 30324
(404) 888-2151

Ms. Joanne Taddeo, Manager
Customer Relations
Ross Laboratories
625 Cleveland Avenue
Columbus, OH 43215
(614) 624-7900

Mr. Paul W. Carter, Director
Franchise Administration
Roto-Rooter Corporation
300 Ashworth Road
West Des Moines, IA 50265
(515) 223-1343

Roundup Lawn and Garden see Greensweep

Ms. Wynelle Sanders, Marketing Secretary
Royal Oak Enterprises, Inc.
900 Ashwood Parkway, Suite 800
Atlanta, GA 30338
(404) 393-1430
1 (800) 241-3955 (toll free)

Ms. Deborah Poole
Customer Service Manager
Royal Silk
800-A 31st Street
Union City, NJ 07087
1 (800) 962-6262 (toll free)

Mr. Johann Furlan, Director
Passenger Services-Customer Relations
Royal Viking Line
95 Merrick Way
Coral Gables, FL 33134
1 (800) 422-8000

Ms. Ruth A. Chambers
Supervisor, Consumer Services
Rubbermaid, Inc.
1147 Akron Road
Wooster, OH 44691-0800
(216) 264-6464

Rustler Jeans see Wrangler

Ms. Denise Kaiser
Group Manager, Customer Service
Ryder Truck Rental
P.O. Box 020816
Miami, FL 33102-0816
1 (800) 327-7777 (toll free)

Administrative Assistant to the Vice President of Marketing The
Ryland Group, Inc.
11000 Broken Land Parkway
Columbia, MD 21044
(410) 715-7000

7 Eleven Food Stores see The Southland Corporation

SFS Corporation
Customer Information Center
1 (800) 421-5013 (toll free)

Mr. Brian Dowling
Public Affairs Department Manager
Safeway Inc.
Oakland, CA 94660
(510) 891-3267

Ms. Donna Lane Swaap
Department Manager of Corporate Customer Service
Saks & Companies NY
12 East 49th Street
New York, NY 10022
(212) 940-5027
1 (800) 239-3089 (toll free)

Sandoz Company
Sandoz Pharmaceuticals Corporation
59 Route 10
East Hanover, NJ 07936
(201) 503-7500

Sanyo Electric Inc. see SFS Corporation

Sara Lee Corporation
Three First National Plaza
70 West Madison Street
Chicago, IL 60602-4260
(312) 726-2600

Ms. Watson Brooks
Manager, Consumer Relations
Schering-Plough HealthCare Products, Inc.
3030 Jackson Avenue
Memphis, TN 38151-0001
(901) 320-2998

Scholl see Schering-Plough HealthCare Products, Inc.

Consumer Relations Department
Schwinn Bicycle Company
217 North Jefferson Street
Chicago, IL 60661-1111
1 (800) 633-0231 (toll free)

Ms. Penny Sass, Manager
Consumer Relations
Scott Paper Company
Scott Plaza Two
Philadelphia, PA 19113
(215) 522-6760
1 (800) 835-7268 (toll free)

Scudder Investor Information
Scudder Investor Services Inc.
160 Federal Street
Boston, MA 02110
1 (800) 225-2470 (toll free)

Mr. Jerri Stuckey
Ms. Alice Bauer
Consumer Relations
Joseph E. Seagram & Sons, Inc.
800 3rd Avenue
New York, NY 10022
(212) 572-7335

Customer Service Representative
Sealy Mattress Manufacturing Company
1228 Euclid Avenue, 10th Floor
Cleveland, OH 44115
(216) 522-1310
(216) 522-1366 (TDD)

Mr. Ken Waldhof
Customer Affairs Director
Seamans Furniture Company, Inc.
300 Crossways Park Dr.
Woodbury, NY 11797
(516) 682-1563
1 (800) 445-2503 (toll free)

Customer Service
G.D. Searle and Company Pharmaceuticals
P.O. Box 5110
Chicago, IL 60680
1 (800) 323-1603 (toll free)

Mr. Jerry Hauber
National Customer Relations Manager
Sears Merchandise Group
3333 Beverly Road - 731CR
Hoffman Estates, IL 60179
(708) 286-5188

Coserv
Seiko Corporation of America
27 McKee Drive
Mahwah, NJ 07430
(201) 529-3311

President
Select Restaurants, Inc.
30050 Chagrin Boulevard
Cleveland, OH 44124
(216) 464-6606

Customer Service
Serta, Inc.
2800 River Road
Des Plaines, IL 60018
(708) 699-9300
1 (800) 426-0371 (toll free)

Seventeen Magazine see K-III

Seven-Up see Dr Pepper/Seven-Up Companies, Inc.

Mr. Vernon Brisson, General Manager
Customer Relations
Sharp Electronics Corporation
Sharp Plaza
P.O. Box 650
Mahwah, NJ 07430-2135
(201) 529-8200
1 (800) 526-0264 (toll free)

Customer Relations
The Sharper Image
650 Davis Street
San Francisco, CA 94111
1 (800) 344-5555 (toll free)

Mr. L.G. Adams, Manager
Credit Card Marketing Programs
Shell Oil Company
Box 4650
Houston, TX 77252
1 (800) 248-4257
a

Product Information Department
Sherwin-Williams Company, Paint Stores Group
101 Prospect Avenue, N.W.
Cleveland, OH 44115-1075
(216) 566-2151

Shoppers Department
Shoney's Inc.
1727 Elm Hill Pike
Nashville, TN 37210
(615) 391-5201

Ms. Diane Weed
Assistant to the President
ShowBiz Pizza Time, Inc.
4441 W. Airport Freeway
Irving, TX 75062
(214) 258-8507

Showtime Networks Inc. see Viacom International Inc.

Ms. Elaine Deaver, Vice President
Consumer/Marketing Services
Simmons Company
One Concourse Parkway
Suite 600
Atlanta, GA 30328
(404) 512-7700

Consumer Affairs Department
Sewing Products Division
Singer Sewing Company
P.O. Box 1909
Edison, NJ 08818-1909
(908) 287-0707
1 (800) 877-7762

Mr. Robert A. Zappelli
Vice President, Operations Support
Sizzler International, Inc.
12655 West Jefferson Boulevard
Los Angeles, CA 90066
(310) 827-2300

Skaggs Company see American Stores Company

Skoal Moist Smokeless Tobacco see UST

Consumer Services Department
Slim•Fast Foods Company
919 Third Avenue
New York, NY 10022-3898
1 (800) 862-4500 (toll free)

Law and Compliance Department
Smith Barney, Harris Upham & Co., Inc.
333 West 34th Street
New York, NY 10001
(212) 356-3999

Consumer/Public Affairs Department
SmithKline Beecham Consumer Brands
P.O. Box 1467
Pittsburgh, PA 15230-1467
(412) 928-1000
1 (800) 245-1040 (toll free)

Ms. Vickie Limbach
Manager of Communications
J.M. Smucker Company
Strawberry Lane
Orrville, OH 44667-0280
(216) 682-3000

Snapper Power Equipment
McDonough, GA 30253

Soap Opera Digest
Soap Opera Weekly see K-III

Solar Nutritionals see Thompson Medical Company

Mr. Paul Sonnabend, President
Sonesta International Hotels Corporation
200 Clarendon Street
Boston, MA 02116
(617) 421-5432

Mr. Charles Gill
Manager, National Customer Relations
Sony Corporation of America
Sony Service Company
One Sony Drive
Park Ridge, NJ 07656
1 (800) 282-2848

South Central Bell see BellSouth Telecommunications

Southern Bell Corporation see BellSouth Telecommunications Ms.
Janey Camacho-King
Manager, Customer Relations
The Southland Corporation
P.O. Box 711
Dallas, TX 75221-0711
(214) 841-6585
1 (800) 255-0711 (toll free)

Mr. Jim Ruppel, Director
Customer Relations
Southwest Airlines
Love Field
P.O. Box 36611
Dallas, TX 75235-1611
(214) 904-4223
1 (800) 533-1305 (toll free TDD-reservations)

Executive Director
Corporate Communications
Southwestern Bell Corporation
1401 Eye Street
Washington, D.C. 20006
(202) 293-8553

Ms. Shirley Brisbois
Manager, Consumer Relations
Spalding & Evenflo, Inc.
425 Meadow Street
P.O. Box 901
Chicopee, MA 01021-0901
(413) 536-1200
1 (800) 225-6601 (toll free)

Mr. Paul Weiske
Customer Service Manager
Speed Queen Company
P.O. Box 990
Ripon, WI 54971-0990
(414) 748-3121
(414) 748-4053 (TDD)

Supervisor
Customer Service Department
Spencer Gifts
6826 Black Horse Pike
Pleasantville, NJ 08232
(609) 645-3300

Ms. Judith P. Luken
Director of Customer Satisfaction
Spiegel, Inc.
P.O. Box 927
Oak Brook, IL 60522-0927
(708) 986-8800

Springs Industries Inc.
Springmaid/Performance
787 7th Avenue
New York, NY 10019
(212) 903-2100

Squibb see Bristol-Myers Squibb Pharmaceutical Group

Mr. Jack Gauthier, Marketing Manager
Stanley Hardware
Division Stanley Works
480 Myrtle Street
New Britain, CT 06050
(203) 225-5111
1 (800) 622-4393 (toll free)

Mr. Jim Stahly
Public Relations Director
State Farm Mutual Automobile Insurance Company
One State Farm Plaza
Bloomington, IL 61710
(309) 766-2714

Consumer Affairs
Sterling Health
Division of Sterling Winthrop Inc.
90 Park Avenue
New York, NY 10016-1389
1 (800) 331-4536 (toll free-Sterling Health, Glenbrook, Winthrop
Consumer Products
a

J.P. Stevens see WestPoint Pepperell

Consumer Relations
Stokley USA, Inc.
1055 Corporate Center Drive
P.O. Box 248
Oconomowoc, WI 53066-0248
(414) 569-1800
1 (800) 872-1110 (toll free)

Ms. Christine Filardo
Director, Consumer Affairs
Stop & Shop Supermarket Company Inc.
P.O. Box 1942
Boston, MA 02103
(617) 770-8895

Ms. Frances D. Karpowicz, Manager
Consumer Information Center
Stouffer Foods Corporation
5750 Harper Road
Solon, OH 44139-1880
(216) 248-3600

Mr. Matthew Cook
Director, Customer Relations
Strawbridge & Clothier
801 Market Street
Philadelphia, PA 19107
(215) 629-6722

Ms. Kathy Hatfield
Customer Service Specialist
The Stroh Brewery Company
100 River Place
Detroit, MI 48207-4291
(313) 446-2000

Consumer Affairs
Sunbeam/Oster Household Products
P.O. Box 247
Laurel, MS 39441-0247
(written inquiries only)

Ms. Donna Samelson
Manager Consumer Relations
Sun-Diamond Growers of California
P.O. Box 1727
Stockton, CA 95201
(209) 467-6000

Subscriber Service
Sunset Magazine
P.O. Box 56656
Boulder, CO 80322
1 (800) 777-0117 (toll free)

Ms. Noreen MacConchie
Manager, Customer Relations
Supermarket General Corporation
301 Blair Road
Woodbridge, NJ 07095
(908) 499-3500

Mr. Doug Williams, Customer Service
Swatch Watch USA
1817 William Penn Way
Lancaster, PA 17604
(717) 394-5288

The Swiss Colony
Customer Service
1112 Seventh Avenue
Monroe, WI 53566
(60~) 324-4000

Sylvania Television see Philips Consumer Electronics

Ms. Nancy Sperling, Supervisor
Consumer Affairs
3M
3M Center, Building 225-5N-04
St. Paul, MN 55144-1000
(612) 733-1871

TJX Companies (T.J. Maxx)
770 Cochituate Road
Framingham, MA 01701
(508) 390-1000
1 (800) 926-6299 (toll free)

National Consumer Assistance Center
TRW Information Services
P.O. Box 949
Allen, TX 75002-0949
(214) 235-1200

TV Guide see News America Publishing, Inc.

Customer Service
Talbots
175 Beal Street
Hingham, MA 02043
1 (800) 992-9010 (toll free)
1 (800) 624-9179 (toll free TDD)

Ms. Cindy Nothe
Manager, Consumer Services
TAMBRANDS, Inc.
P.O. Box 271
Palmer, MA 01069
(413) 289-3450
1 (800) 523-0014 (toll free)

Ms. Lucille Frey, Director
Customer Relations
Tandy Corporation/Radio Shack
1400 One Tandy Center
Fort Worth, TX 76102
(817) 390-3218

Tappan Appliance Company, Inc. see The Frigidaire Co.

Consumer Relations and Quality Assurance
Target Stores
33 South 6th Street
P.O. Box 1392
Minneapolis, MN 55440-1392
(612) 370-6056

Technics see Matsushita Services Company

Mr. Richard C. Keller
Director, Consumer Affairs
Teledyne Water Pik
1730 East Prospect Road
Fort Collins, CO 80553-0001
(303) 484-1352
1 (800) 525-2774 (toll free)

Ms. Cathy Laffin, Director
Customer Service
Teleflora
12233 West Olympic, Suite 140
Los Angeles, CA 90064-0780
(310) 826-5253
1 (800) 421-2815 (toll free)

Public Affairs
Tenneco, Inc.
P.O. Box 2511
Houston, TX 77001-2511
(713) 757-2131

Consumer Affairs Department
Tetley Inc.
100 Commerce Drive
P.O. Box 856
Shelton, CT 06484-0856
(203) 929-9342
1 (800) 732-3027

Mr. W.D. Kistler
Manager, Customer Relations
Texaco Refining and Marketing
P.O. Box 2000
Bellaire, TX 77401-2000
(713) 432-2235

Mr. Tom Shields, Consumer Products
Texas Instruments Incorporated
P.O. Box 53
Lubbock, TX 79408-0053
(806) 741-3303
1 (800) 842-2737 (toll free)

Customer Service Representative
Thom McAn Shoe Co.
67 Millbrook Street
Worcester, MA 01606-2804
(508) 791-3811

Thompson & Formby, Inc.
825 Crossover Lane, Suite 240
Memphis, TN 38117
1 (800) FORMBYS (toll free)

Consumer Services Department
Thompson Medical Company, Inc.
222 Lakeview Avenue
West Palm Beach, FL 33401-6112
(407) 820-9900
1 (800) 352-8466 (toll free)

Ms. Janice Meikle, Vice President
Professional & Public Affairs
Thrift Drug, Inc.
615 Alpha Drive
Pittsburgh, PA 15238
(412) 963-6600
1 (800) 284-8212 (toll free)

Customer Service
Time Inc.
1 North Dale Mabry
Tampa, FL 33609
(813) 878-6100
1 (800) 541-1000 (toll free)

Time Warner Inc.
75 Rockefeller Plaza
New York, NY 10019
(212) 484-8000

Ms. Letha Watkins
Consumer Correspondent
Timex Corporation
P.O. Box 2740
Little Rock, AR 72203-2740
(501) 372-1111
1 (800) 367-9282 (toll free)

Ms. Barb Pendergast, Mr. Paul Hayles, Mr. Mike Benning, Mr. Dave
Barsantee
Golf Division
National Consumer Relations
Titleist
333 Bridge Street
Fairhaven, MA 02719
1 (800) 225-8500 (toll free)

Ms. Bonnie Fisher
Supervisor, Consumer Affairs
Tonka Products
P.O. Box 200
Pawtucket, RI 02861-0200
1 (800) 248-6652 (toll free)

Ms. Mary Elliott, Director
Communications and Public Affairs
The Toro Company
8111 Lyndale Avenue South
Minneapolis, MN 55420
(612) 887-8900

Mr. John Newman
Vice President of Service
Mr. Dave Byrnes
Administrative Manager of Service
Toshiba America Consumer Products, Inc.
Consumer Products Business Sector
1420 Toshiba Drive
Lebanon, TN 37087
(615) 449-2360

Ms. Helen Baur
Consumer Affairs Manager
Totes, Incorporated
10078 East Kemper Road
Loveland, OH 45140
(513) 583-2300
1 (800) 282-2025

Director, Consumer Complaints
Tourneau, Inc.
488 Madison Avenue
New York, NY 10022
(212) 758-3265
1 (800) 223-1288 (toll free outside NY)

Corporate Spokesperson
Toys "R" Us
461 From Road
Paramus, NJ 07652
(201) 599-7897

Mr. Bob Thomas, Manager
Control Center
Trak Auto
3300 75th Avenue
Landover, MD 20785
(301) 731-1200

Trane/CAC, Inc.
(903) 581-3200 (Residential)
(608) 787-2000 (Commercial)

Trans Union Corporation
Regional Consumer Relations Centers
Fullerton, CA
1561 East Orangethorpe
Fullerton, CA 92631

Wichita, KS
208 South Market Street
Wichita, KS 67202

Springfield, PA
760 West Sproul Road
Springfield, PA 19064

National Disclosure Center
25249 Country Club Boulevard
North Olmstead, OH 44070

Ms. Joyce M. Coleman
Staff Vice President-Customer Relations
Trans World Airlines, Inc.
110 South Bedford Road
Mt. Kisco, NY 10549
(914) 242-3000
1 (800) 421-8480 (toll free TDD--reservations)

Office Of Consumer Information
The Travelers Companies
One Tower Square
Hartford, CT 06183-9079
1 (800) 243-0191 (toll free)

TruGreen Limited Partnership
855 Ridge Lake Boulevard
Memphis, TN 38120
(901) 681-1800

True Value Hardware Stores see Cotter & Company

Customer Services Department
Tupperware
P.O. Box 2353
Orlando, FL 32802
(407) 847-3111
1 (800) 858-7221 (toll free)

Ms. Terri Tingle
Vice President of Public Affairs
Turner Entertainment Networks
One CNN Center
P.O. Box 105366
Atlanta, GA 30348-5366
(404) 827-1632

Ms. Patricia Arvídson
Consumer Correspondence Representative
Turtle Wax, Inc.
5655 West 73rd Street
Chicago, IL 60638-6211
(708) 563-3600
1 (800) 323-9883 (toll free)

Ms. Judy Rowley
Director, Customer Service
Tyco Toys
P.O. Box 490
Portland, OR 97207
(503) 644-1181
1 (800) 367-8926

Ms. Willie D. Barber
Manager, Consumer Relations
Tyson Foods
P.O. Box 2020
Springdale, AR 72765-2020
(501) 290-4714
1 (800) 233-6332 (toll free)

Ms. Elaine De Shong, Vice President
Marketing Customer Service
U-Haul International
2727 North Central Avenue
Phoenix, AZ 85004-1120
1 (800) 528-0463

Mr. Alan Kaiser, Director
Corporate Communications
UST
100 West Putnam Avenue
Greenwich, CT 06830
(203) 661-1100

Union Fidelity Life Insurance Company see Aon Corporation

Mr. Stephen A. Colton
Manager, Consumer Affairs
Uniroyal Goodrich Tire Company
600 South Main Street
Akron, OH 44397-0001
(216) 374-3796
1 (800) 521~9796 (toll free)

UNISYS Corporation
P.O. Box 500
Blue Bell, PA 19424-0001
(215) 986-4011

Mr. Paul Tinebra
Director of Customer Relations
United Airlines
P.O. Box 66100
Chicago, IL 60666
(312) 952-6168
1 (800) 323-0170 (toll free TDD--reservations)

Mr. Dick Porter
National Consumer Relations Manager
United Parcel Service of America, Incorporated
400 Perimeter Center
Terraces North
Atlanta, GA 30346
(404) 913-6000

United States Fidelity & Guarantee Company
100 Light Street
Baltimore, MD 21203-1138
(301) 547-3000

Bette Malone _ Relocation Service
United Van Lines, Inc.
One United Drive
Fenton, MO 63026
1 (800) 325-3870 (toll free)

Mr. Greg Vasquez
Supervisor, Customer Service
Unocal Corporation
17700 Castleton Street, Suite 500
City of Industry, CA 91748
(818) 854-7063
1 (800) 527-5476 (toll free)

The Upjohn Company
Consumer Products Division (Over-the-Counter)
Patient Information (Prescriptions)
7000 Portage Road
Kalamazoo, MI 49001
1 (800) 253-8600 (toll free)

Mrs. Deborah Thompson
Director, Consumer Affairs
USAir
P.O. Box 1501
Winston-Salem, NC 27102-1501
(919) 661-0061
(703) 892-7020

Consumer Services Representative
U.S. Shoe Corporation
One Eastwood Drive
Cincinnati, OH 45227-1197
(513) 527-7000
1 (800) 284-9955 (toll free - Easy Spirit)
1 (800) 284-9949 (toll free - Selby, Cobbie and Joyce)

Mr. Jim Butler, Supervisor
Executive Consumer Services
U.S. Sprint
8001 Stemmons Freeway
Dallas, TX 75247
(214) 688-5707
1 (800) 347-8988 (toll free)

U S WEST, Inc.
Orchard Falls Building
7800 E. Orchard Rd.
Englewood, CO 80111-2533
(303) 793-6500
1 (800) USW-HELP (toll free)
1 (800) 955-5833 (toll free TDD)

Consumer Relations Department
Valvoline Oil Company
3499 Dabney Drive
P.O. Box 14000
Lexington, KY 40512
(606) 264-7777

Van Heusen Company
1001 Frontier Road
Bridgewater, NJ 08807
(908) 685-0050
1 (800) 777-1726

Ms. Carole Stewart, Advertising Director
Vanity Fair
640 Fifth Avenue
New York, NY 10019
(212) 582-6767
1 (800) 832-8662 (toll free)

Mr. George J. Kahl
Vice President Marketing
Van Munching and Co., Inc.
1270 Avenue of the Americas, 10th Floor
New York, NY 10020
(212) 332-8500

Ms. Hilary E. Condit
Vice President, Corporate Relations
Viacom International Inc.
1515 Broadway, 28th Floor
New York, NY 10036
(212) 258-6346

Mr. Peter Doane
Vice President/Treasurer
Vicorp Restaurants Inc.
400 West 48th Avenue
Denver, CO 80216
(303) 296-2121

Customer Relations
Visa USA, Inc.
P.O. Box 8999
San Francisco, CA 94128-8999
(415) 570-2900
Cardholder should always call issuing bank first.

Consumer Affairs
Vons Companies Inc.
P.O. Box 3338
Los Angeles, CA 90051
(818) 821-7000

Customer Service Representative
Wagner Spray Tech Corporation
1770 Fernbrook Lane
Plymouth, MN 55447
(612) 553-7000
1 (800) 328-8251 (toll free)

Susan Powers
Manager Customer Relations
Walgreen Co.
200 Wilmot Road
Mail Stop 440
Deerfield, IL 60015
(708) 940-2927
1 (800) 289-2273 (toll free)

Customer Relations
Wal-Mart Stores, Inc.
702 S.W. Eighth Street
Bentonville, AR 72716-0117
(501) 273-4000

Ms. Rebecca Pierce
Consumer Affairs Manager
Wamsutta Pacific
1285 Avenue of the Americas
34th Floor
New York, NY 10019
(212) 903-2000
1 (800) 344-2142 (toll free)

Wang Express
Wang Laboratories Inc.
1 Industrial Ave.
Lowell, MA 01851
(508) 656-8000

Mr. Daniel Pruolx
Manufacturing Vice President
Warnaco Men's Apparel
10 Water Street
Waterville, ME 04901
(207) 873-4241

Mr. Mitch Rosalsky, Director
Consumer Affairs Division
Warner-Lambert Company
201 Tabor Road
Morris Plains, NJ 07950
(201) 540-2459
1 (800) 223-0182 (toll free)
1 (800) 524-2624 (toll free--Parke Davis
Products/over-the-counter) 1 (800) 742-8377 (toll free--Schick
Razor)
1 (800) 562-0266 (toll free--EPT)
1 (800) 223-0182 (toll free--Warner-Lambert products)
1 (800) 524-2854 (toll free--Trident)
1 (800) 343-7805 (toll free TDD)

Customer Service
Weider Health and Fitness
21100 Erwin St.
Woodland Hills, CA 91367
(818) 884-6800

Welch's see Dr Pepper/Seven-Up companies, Inc.

Ms. Karen Wegmann
Executive Vice President
Corporate Community Development Group
Wells Fargo & Company
420 Montgomery Street
MAC 0101-121
San Francisco, CA 94163
(415) 396-3832
(916) 322-1700 (TDD)

Ms. Susan Kosling
Consumer Relations Manager
Wendy's International, Inc.
P.O Box 256
Dublin, OH 43017-0256
(614) 764-6800

Ms. Joanne Turchany
Manager of Consumer Information
West Bend Company
400 Washington Street
West Bend, WI 53095
(414) 334-2311

Ms. Karen Walters
Senior Operations Manager

Western Union Financial Services, Inc.
13022 Hollenberg Drive
Bridgeton, MO 63044
(314) 291-8000
a

Ms. Jackie McWhorter
Consumer Affairs Coordinator
WestPoint Pepperell
P.O. Box 609
West Point, GA 31833-0609
1 (800) 533-8229 (toll free)

Mr. Don Skinner, Director
Customer Relations Department
Whirlpool Corporation
2303 Pipestone Rd.
Benton Harbor, MI 49022-2427
(616) 926-5000
1 (800) 253-1301 (toll free)

White Westinghouse Appliances see The Frigidaire Co.

Customer Service
Williams-Sonoma
100 North Point Street
San Francisco, CA 94133
(415) 421-7900

Mr. C.H. McKellar
Executive Vice President
Winn Dixie Stores Inc.
Box B
Jacksonville, FL 32203
(904) 783-5000

Mr. Steven R. Evenson
Service Operations Manager
Winnebago Industries
P.O. Box 152
Forest City, IA 50436-0152
(515) 582-6939

Winthrop Consumer Products see Sterling Health

Corporate Communications
Wisconsin Bell
722 North Broadway, 13th Floor
Milwaukee, WI 53202-4396
(414) 678-0681
1 (800) 237-8576 (toll free)
1 (800) 242-9393 (toll free TDD in WI)

Wonder Bread see Continental Baking Company

Customer Service
F.W. Woolworth Company
233 Broadway
New York, NY 10279-0001
(212) 553-2000

Customer Service
World Book Educational Products
101 Northwest Point Boulevard
Elk Grove Village, IL 60007-1192
1 (800) 621-8202 (toll free)

Ms. Wanda Fitch
Consumer Relations
Wrangler
P.O. Box 21488
Greensboro, NC 27420
(919) 373-3564, 5664

Ms. Barbara Zibell
Consumer Affairs Administrator
Wm. Wrigley Jr. Company
410 North Michigan Avenue
Chicago, IL 60611
(312) 644-2121

Customer Relations
Xerox Corporation
100 Clinton Avenue South
Rochester, NY 14644
(716) 423-5480

Ms. Lindsey Foster, Manager
Customer Relations
Yamaha Motor Corporatlon
6555 Katella Avenue
Cypress, CA 90630-5101
(714) 761-7439

Mrs. Lori L. Wren
Manager, Consumer Relations
The Yardley Limited Company
P.O. Box 372
Memphis, TN 38101-0372
(901) 320-2166

Ms. Laura Moore, Manager
Corporate Communications
Zale Corporation
901 West Walnut Hill Lane
Irving, TX 75038-1003
(214) 580-5104

Mr. Larry Liddle
Director of Customer Assistance
Zenith Data Systems
2150 East Lake Cook Road
Buffalo Grove, IL 60089
(708) 808-4356

Vice President, Consumer Affairs
Zenith Electronics Corporation
1000 Milwaukee Avenue
Glenview, IL 60025-2493
(708) 391-8100 (voice only)
1 (800) 488-8129 (toll free TDD only)

National Consumer Organizations

These organizations define their missions as consumer assistance,
protection and/or advocacy. The descriptions below are based on
information they provided. The services they provide vary. Those
that assist individuals with marketplace problems are specified
clearly. Otherwise, these organizations do not assist consumers
with individual complaints, although many are
interested in hearing from consumers about problems, issues,
trends, etc., in connection with their advocacy and consumer
education activities. Most, though not all, develop and
distribute consumer education and information materials; several
are professional associations primarily or exclusively concerned
with improving consumer protection or customer service; and many
are engaged in advocacy of consumer interests before government,
the courts and the news media. Where information or education
materials are offered, there might be a charge; contact the
organization to find out.

Alliance Against Fraud in Telemarketing (AAFT)
c/o National Consumers League
815 15th Street, N.W., Suite 928-N
Washington, DC 20005
(202) 639-8140
(202) 347-0646 (fax)

The alliance, coordinated by the National Consumers League, is an
international coalition of public interest groups, trade
associations, labor unions, businesses, law enforcement agencies,
consumer reporters and consumer protection agencies. AAFT
members promote cooperative educational efforts to alert
potential victims to the threat of telemarketing fraud and steps
consumers can take to protect themselves.

American Association of Retired Persons (AARP)
Consumer Affairs Section
601 E Street, N.W.
Washington, DC 20049
(202) 434-6030
(202) 434-6466 (fax)
AARP's Consumer Affairs Section advocates on behalf of mid-life and
older consumers, develops and distributes consumer
information, and educates the private sector about the specific
needs of older consumers. Programs and materials on housing,
insurance, funeral practices, eligibility for public benefits,
financial security and consumer protection issues are developed,
with special focus on the needs and problems of older consumers.

American Council on Consumer Interests (ACCI)
240 Stanley Hall
University of Missouri - Columbia
Columbia, MO 65211
(314) 882-3817
(314) 884-4807 (fax)

Contact: Anita B. Metzen, Executive Director

Serving the professional needs of consumer educators, researchers
and policymakers, ACCI publications and educational programs foster
the production, synthesis and dissemination of information in the
consumer interest.

American Council on Science and Health (ACSH)
1995 Broadway, 2nd Floor
New York, NY 10023-5860
(212) 362-7044
(212) 362-4919 (fax)

A non-profit public education group, ACSH's goal is to provide up-
to-date, sound information on the relationship between health and
chemicals, foods, lifestyles and the environment. Booklets and
special reports on a variety of topics are available, as is a
quarterly magazine.

Bankcard Holders of America (BHA)
Suite 120
560 Herndon Parkway
Herndon, VA 22070
(703) 481-1110
(703) 481-6037 (fax)

A non-profit organization, BHA assists consumers in saving money on
credit, getting out of debt and resolving credit problems. It
offers lists of low-rate and secured credit cards, more than 20
guidebooks and educational brochures on credit topics, and a
newsletter.

Call for Action
3400 Idaho Avenue, N.W.
Suite 101
Washington, DC 20016
(202) 537-0585
(202) 244-4881 (fax)

Call for Action does assist consumers with marketplace problems.
An international non-profit hotline, Call for Action is
affiliated with radio and television stations and helps consumers
and small businesses through mediation of marketplace disputes. A
list of the affiliated radio and television stations is
available by contacting the hotline.

Center for Auto Safety (CAS)
2001 S Street, N.W., Suite 410
Washington, DC 20009
(202) 328-7700

CAS does assist consumers with auto-related problems. CAS
advocates on behalf of consumers in auto safety and quality, fuel
efficiency, emissions and related issues. For advice on specific
problems, CAS requests that consumers write, including a brief
statement of the problem or question; year, make and model of the
vehicle; and a stamped self-addressed envelope.

Center for Science in the Public Interest (CSPI)
1875 Connecticut Avenue, N.W., Suite 300
Washington, DC 20009
(202) 332-9110
(202) 265-4954 (fax)

A non-profit, membership organization, CSPI conducts research,
education and advocacy on nutrition, health, food safety and
related issues and publishes the monthly Nutrition Action
Healthletter, as well as other consumer information materials.
Citizen Action
1120 19th Street, N.W.
Suite 630
Washington, DC 20036
(202) 775-1580
(202) 296-4054 (fax)

Citizen Action works on behalf of its 3 million members and 32
state organizations on health care reform, environment and energy
issues.

COCO (Congress of Consumer Organizations)
P.O. Box 158
Newton Center, MA 02150
(617) 552-8184

COCO publishes a monthly newsletter, the COCO INTERCOM, on a broad
range of consumer issues.

Community Nutrition Institute (CNI)
2001 S Street, N.W., Suite 530
Washington, DC 20009
(202) 462-4700
(202) 462-5241 (fax)

An advocate for programs and services to enable consumers to enjoy
a diet that is adequate, safe and healthy, CNI also works to
increase citizen participation in the state and Federal policy and
administrative processes to achieve these goals. CNI
publishes Nutrition Week, a newsletter covering nutrition and food
safety issues.

Congress Watch
215 Pennsylvania Avenue, S.E.
Washington, DC 20003
(202) 546-4996
(202) 547-7392 (fax)

An arm of Public Citizen, Congress Watch works for
consumer-related legislation, regulation and policies in such areas
as trade and banking, health and safety, and campaign financing,
and has publications available on the issues with which it deals.

Consumer Action (CA)
116 New Montgomery, Suite 233
San Francisco, CA 94105
(415) 777-9635 (consumer complaint hotline, 10 a.m. -3 p.m., PST)
(415) 777-5267 (fax)

Consumer Action does assist consumers with marketplace problems.
An education and advocacy organization specializing in banking and
telecommunications issues, Consumer Action offers a consumer
complaint hotline, free information on its surveys of banks and
long-distance telephone companies, and consumer education
materials in as many as eight languages.

Consumer Alert
2700 South Quincy Street
Suite 210
Arlington, VA 22206
(703) 845-8802
(703) 845-8920 (fax)

Consumer Alert is a non-profit, membership organization whose
mission is to inform the public about the consumer benefits of
competitive enterprise, advancing competition as the best
regulator of business. A bimonthly newsletter and other
materials are available.

Consumer Federation of America (CFA)
1424 16th Street, N.W., Suite 604
Washington, DC 20036
(202) 387-6121
(202) 265-7989 (fax)

Made up of more than 240 organizations representing a membership
exceeding 50 million consumers, CFA is a consumer advocacy and
education organization. Issues on which it currently represents
consumer interests before Congress and Federal regulatory
agencies include telephone service, insurance and financial
services, product safety, indoor air pollution, health care,
product liability and utility rates. It develops and distributes
studies of various consumer issues, as well as consumer guides in
book and pamphlet form. In addition, CFA publishes several
newsletters.

Consumers for World Trade (CWT)
2000 L Street, N.W., Suite 200
Washington, DC 20036
(202) 785-4835
(202) 416-1734 (fax)

A non-profit organization, CWT supports trade expansion and
liberalization to promote economic growth and increase consumer
choice and price competition in the marketplace. Various
publications are available.

Consumers Union of U.S., Inc. (CU)
101 Truman Avenue
Yonkers, NY 10703-1057
(914) 378-2000
(914) 378-2900 (fax)

A non-profit, independent organization, CU researches and tests
consumer goods and services and disseminates the results in its
monthly magazine, Consumer Reports, as well as other publications
and media.

Council of Better Business Bureaus, Inc. (CBBB)
4200 Wilson Boulevard
Arlington, VA 22203
(703) 276-0100

Sponsored by national companies, the Council of Better Business
Bureaus provides coordination and leadership to the 166 Better
Business Bureaus (BBBs) in the U.S. (see page XX for the
listing), offers a national advertising review program, dispute
resolution services, an advisory service that reports on national
charities, consumer information services, and voluntary industry
guidelines for advertising and selling products and services.

Families USA
1334 G Street, N.W., Suite 300
Washington, DC 20005
(202) 737-6340
(202) 347-2417 (fax)

A national, non-profit membership organization committed to
comprehensive reform of health and long-term care, Families USA
works to educate and mobilize consumers on health care issues. In
addition to its two grassroots advocacy networks, a.s.a.p., a
network of health and long-term care reform activists, and
HealthLink USA, a nationwide health reform computer network for
advocacy groups, Families USA develops and distributes reports and
other materials on health and long-term care issues.

Health Research Group (HRG)
2000 P Street, NW
Washington, DC 20036
(202) 833-3000

A division of Public Citizen, HRG works for protection against
unsafe foods, drugs, medical devices and workplaces, and
advocates for greater consumer control over personal health
decisions. A monthly Health Letter and other publications are
available.

National Association of Consumer Agency Administrators (NACAA) 1010
Vermont Avenue, N.W.
Suite 514
Washington, DC 20005
(202) 347-7395
(202) 347-2563 (fax)

An association of the administrators of local, state and Federal
government consumer protection agencies, NACAA provides training
programs, public policy studies and conferences, professional
publications and other member services.

National Association of Attorneys General (NAAG)
Consumer Protection Committee
444 North Capitol Street, N.W.
Washington, DC 20001
(202) 434-8000
(202) 434-8008 (fax)

Contact: Emmitt Carlton, Consumer Protection and Charities
Counsel, (202) 434-8016

An association of state attorneys general and their staffs, NAAG's
Consumer Protection Committee provides coordination and information
exchange among the states and Federal regulatory agencies on
consumer protection issues. The committee's current priority
subjects include auto sales and repair; banking, housing and
credit; charitable trusts and solicitations; consumer
education; the elderly and consumer law; telecommunications; and
telemarketing fraud.

National Association of State Utility Consumer Advocates (NASUCA)
1133 15th Street, N.W., Suite 575
Washington, DC 20005
(202) 727-3908
(202) 727-3911 (fax)

A national organization of 43 utility ratepayer advocate offices in
38 states and the District of Columbia, NASUCA members
represent millions of consumers served by investor-owned gas,
telephone, electric and water companies before state regulatory
commissions, the courts, the Federal Energy Regulatory Commission
and the Federal Communications Commission.

National Coalition for Consumer Education (NCCE)
434 Main Street, Suite 20l
Chatham, NJ 07928
(201) 635-1916
(201) 635-9526 (fax)

The coalition brings together people and resources from
government, business, education, consumer organizations and the
media to educate consumers about such important issues as
financial management, health and safety, and the environment. The
coalition develops and provides educational materials and resources
to consumer educators, but does not handle requests from
individuals.

National Consumers League (NCL)
815 15th Street, N.W., Suite 928-N
Washington, DC 20005
(202) 639-8140
(202) 737-2164 (fax)

Founded in 1899, NCL is America's pioneer consumer advocacy
organization. The league is a non-profit, membership
organization working for consumer health and safety protection and
fairness in the marketplace and workplace. Current principal issue
areas include consumer fraud, food and drug safety, fair labor
standards, child labor, health care, the environment and
telecommunications. The league develops and distributes consumer
education materials and a newsletter.

National Foundation For Consumer Credit, Inc. (NFCC)
8611 2nd Avenue, Suite 100
Silver Spring, MD 20910
(301) 589-5600
1 (800) 388-2227 (toll free)
(30l) 495-5623 (fax)

The foundation does advise consumers on credit problems. A non-
profit membership organization, the foundation's goals are to
educate and counsel consumers on credit issues and problems and
promote the intelligent use of credit in individual and family
financial planning. NFCC provides leadership for a growing number,
currently more than 800, of non-profit community Consumer Credit
Counseling Services in the U.S. and Canada.

National Fraud Information Center (NFIC)
c/o National Consumers League
815 15th Street, N.W., Suite 928-N
Washington, DC 20005
1 (800) 876-7060 (toll free-TDD available)
(202) 347-0646 (fax)

NFIC does assist consumers with recognizing and filing complaints
about fraud. A project of the National Consumers League, the
center's toll-free hotline assists consumers with information to
help them avoid becoming victims of fraud, referral to
appropriate law enforcement agencies and professional
associations, and assistance in filing complaints. The center also
provides professionals involved in consumer fraud prevention and
enforcement with telecommunications systems and data links to
improve fraud regulation, prevention and law enforcement.

National Institute for Consumer Education (NICE)
207 Rackham Building
College of Education
Eastern Michigan University
Ypsilanti, MI 48197
(313) 487-2292
(313) 487-7153 (fax)

A consumer education resource and professional development center
for K-12 classroom teachers, business, government, labor and
community educators, NICE conducts training programs, develops
teaching guides and resource lists, and manages a national
clearinghouse of consumer education materials, including videos,
software programs, textbooks and curriculum guides.

National Insurance Consumer Organization (NICO)
P.O. Box 15492
Alexandria, VA 22309
(703) 549-8050

A non-profit organization, NICO's mission includes educating the
consumer on buying insurance, monitoring the insurance industry for
consumer fraud and abuse, and advocating insurance consumers'
rights. NICO develops and distributes consumer information on
insurance.

Public Citizen, Inc.
2000 P Street, N.W.
Washington, DC 20036
(202) 833-3000

A national, non-profit membership organization representing
consumer interests through lobbying, litigation, research and
publications, Public Citizen represents consumer interests in
Congress, the courts, government agencies and the media. Primary
current areas of interest include product liability, health care
delivery, safe medical devices and medications, open and ethical
government, and safe and sustainable energy use.

Public Voice for Food and Health Policy
1001 Connecticut Avenue, N.W.
Suite 522
Washington, DC 20036
(202) 659-5930
(202) 659-3683 (fax)

A national research, education and advocacy organization, Public
Voice works for food and agriculture policies and practices that
improve the safety, health and affordability of the food supply and
protect the environment. Public Voice develops and
distributes consumer information materials on pesticide
reduction, nutrition labeling and seafood safety.

Society of Consumer Affairs Professionals in Business (SOCAP) 801
North Fairfax Street, Suite 404
Alexandria, VA 22314
(703) 519-3700
(703) 549-4886 (fax)

An international professional organization, SOCAP provides
training, conferences and publications to encourage and maintain
the integrity of business in transactions with consumers; to
encourage and promote effective communication and understanding
among business, government and consumers; and to define and advance
the consumer affairs profession.

U.S. Public Interest Research Group (U.S. PIRG)
215 Pennsylvania Avenue, S.E.
Washington, DC 20003
(202) 546-9707

The group is the national lobbying office for state public
interest research groups, consumer/environmental advocacy groups
active in 33 states that lobby and publish reports on issues,
including credit bureau errors; bank fees and services; toy, ATV
and product safety; toxic chemicals in art supplies and other
consumer products; and recycling, over-packaging and green
consumerism. U.S. PIRG does not handle individual consumer
complaints directly, but measures complaint levels to gauge the
need for remedial legislation.

Car Manufacturers

If you have a problem with a car purchased from a local dealer,
first try to work it out with the dealer. If the problem is not
resolved, contact the manufacturer's regional or national office.
Many of these are listed in this section.

If you still cannot resolve your problem, contact one of the third-
party dispute resolution programs. The list of these programs
begins on page 67. Be sure to contact your local or state consumer
agency to see if your state offers state-run dispute resolution
programs.

If you suspect you have a vehicle problem that might fall under
your state's lemon law, call your local or state consumer agency to
find out about your rights under the lemon law.

Be sure to review the automobile tips beginning on page 9. If you
have a safety problem with your vehicle, you can report it to the
Auto Safety Hotline at the National Highway Traffic Safety
Administration (see page 108). Also contact the NHTSA to obtain
recall and crash test information. (Note: no complaint handling
is provided.)

All of the "800" numbers in the following list are toll free within
the continental United States.

ACURA
Customer Relations Department
ACURA
1919 Torrance Boulevard
Torrance, CA 90501-2746
1 (800) 382-2238 (toll free)

Alfa-Romeo Distributors of North America, Inc.
Customer Service Manager
Alfa-Romeo Distributors of North America, Inc.
8259 Exchange Drive
P.O. Box 598026
Orlando, FL 32859-8026
(407) 856-5000

American Honda Motor Company, Inc.

California
Customer Relations Department
American Honda Motor Company, Inc.
Western Zone
700 Van Ness Boulevard
Torrance, CA 90509-2260
(213) 781-4565

Utah, Arizona, Colorado, New Mexico,
Nebraska, Kansas, Oklahoma, Nevada,
Texas (El Paso)
Customer Relations Department
American Honda Motor Company, Inc.
West Central Zone
1600 South Abilene Street, Suite D
Aurora, CO 80012-5815
(303) 696-3935

Maine, Vermont, New Hampshire, New York State (excluding NY City,
its five boroughs, Long Island, Westchester County), Connecticut
(excluding Fairfield County), Massachusetts, Rhode Island
Customer Relations Department
American Honda Motor Company, Inc.
New England Zone
555 Old Country Road
Windsor Locks, CT 06096-0465
(203) 623-3310

Tennessee, Alabama, Georgia, Florida
Customer Relations Department
American Honda Motor Company, Inc.
Southeastern Zone
1500 Morrison Parkway
Alpharetta, GA 30201-2199
(404) 442-2045

Minnesota, Iowa, Missouri, Wisconsin, Illinois, Michigan (Upper
Peninsula)
Customer Relations Department
American Honda Motor Company, Inc.
North Central Zone
601 Campus Drive, Suite A-9
Arlington Heights, IL 60004-1407
(708) 870-5600

West Virgina, Maryland, Virginia, North Carolina, South Carolina,
District of Columbia
Customer Relations Department
American Honda Motor Company, Inc.
Mid-Atlantic Zone Office
902 Wind River Lane, Suite 200
Gaithersburg, MD 20878-1974
(301) 990-2020

Ohio (Steubenville), West Virginia (Wheeling), Pennsylvania, New
Jersey, Delaware, New York (NY City, its five boroughs, Long
Island, Westchester County, Connecticut (Fairfield County)
Customer Relations Department
American Honda Motor Company, Inc.
Northeast Zone
115 Gaither Drive
Moorestown, NJ 08057-0337
(609) 235-5533

Michigan (except for Upper Peninsula), Indiana, Ohio, Kentucky
Customer Relations Department
American Honda Motor Company, Inc.
Central Zone
101 South Stanfield Road
Troy, OH 45373-8010
(513) 332-6250

Washington, Oregon, Idaho, Montana, Wyoming, North Dakota, South
Dakota, Hawaii, Alaska
Customer Relations Department
American Honda Motor Company, Inc.
Northwest Zone
12439 N.E. Airport Way
Portland, OR 97220-0186
(503) 256-0943

Texas (excluding El Paso), Arkansas (excluding Fayetville,
Bentonville, Fort Smith, Jonesboro), Oklahoma (Lawton, Ardmore),
Louisiana, Mississippi
Customer Relations Department
American Honda Motor Company, Inc.
South Central Zone
4529 Royal Lane
Irving, TX 75063-2583
(214) 929-5481

Corporate Office:
American Honda Motor Company, Inc.
Consumer Affairs Department
1919 Torrance Boulevard
Torrance, CA 90501-2746
(213) 783-3260

American Isuzu Motors, Inc.

California
Regional Customer Relations Manager
American Isuzu Motors, Inc.
One Autry Street
Irvine, CA 92718-2785
(714) 770-2626

Alabama, Florida, Georgia, Mississippi, North Carolina, South
Carolina
Regional Customer Relations Manager
American Isuzu Motors, Inc.
Southeastern Region
205 Hembree Park Drive
P.O. Box 6250
Roswell, GA 30076
(404) 475-1995

Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri (except
Kansas City Metro Area), North Dakota, Ohio, Wisconsin
Regional Customer Relations Manager
American Isuzu Motors, Inc.
Central Region
1830 Jarvis Avenue
Elk Grove Village, IL 60007
(708) 952-8111

Connecticut, Maine, Massachusetts, New Hampshire, New Jersey (north
of Toms River), New York, Rhode Island, Vermont
Regional Customer Relations Manager
American Isuzu Motors, Inc.
Northeast Region
156 Ludlow Avenue
P.O. Box 965
Northvale, NJ 07647-0965
(201) 784-1414

Arizona, Arkansas, Kansas (Kansas City Metro Area), Louisiana,
Nevada (southern), New Mexico, Oklahoma, Texas
Regional Customer Relations Manager
American Isuzu Motors, Inc.
Southwest Region
1150 Isuzu Parkway
Grand Prairie, TX 75050
(214) 647-2911

Alaska, Hawaii, Idaho, Montana, Nevada (northern), Oregon, Utah,
Washington, Wyoming, Colorado, Nebraska, South Dakota
Regional Customer Relations Manager
American Isuzu Motors, Inc.
Northwest Region
8727 148th Avenue, N.E.
Redmond, WA 98052
(206) 881-0203

New Jersey (south of Toms River), Pennsylvania, Maryland,
Delaware, Kentucky, Tennessee, Virginia, West Virginia
Regional Customer Relations Manager
American Isuzu Motors, Inc.
1 Isuzu Way
Glen Burnie, MD 21061
(410) 761-2121

Headquarters:
American Isuzu Motors, Inc.
Customer Relations Department
13181 Crossroads Parkway North
P.O. Box 2480
City of Industry, CA 91746-0480
(310) 699-0500
1 (800) 255-6727 (toll free)

American Motors Corporation see Jeep/Eagle Division of Chrysler
Motors Corporation

American Suzuki Motor Corporation

American Suzuki Motor Corporation
3251 E. Imperial Highway
Brea, CA 92621-6722
Attn: Customer Relations Department

Automobiles
1 (800) 934-0934 (toll free)
Motorcycles
(714) 996-7040, ext. 380

Audi of America, Inc.

Customer Relations - 3E03
Audi of America, Inc.
3800 Hamlin Road
Auburn Hills, MI 48326
General assistance and
customer relations
1 (800) 822-2834 (toll free)
Replacement and repurchase assistance
1 (800) 955-5100 (toll free)

BMW of North America, Inc.

Corporate Office:
National Customer Relations Manager
BMW of North America, Inc.
P.O. Box 1227
Westwood, NJ 07675-1227
1 (800) 831-1117 (toll free)

Chrysler Motors Corporation

Phoenix Zone Office
Customer Relations Manager
Chrysler Corporation
11811 N. Tatum Boulevard, Suite 4025
Phoenix, AZ 85028-1627
(602) 953-6899

Los Angeles Zone Office
Customer Relations Manager
Chrysler Corporation
P.O. Box 14112
Orange, CA 92613-1512
(714) 565-5200

San Francisco Zone Office
Customer Relations Manager
Chrysler Corporation
P.O. Box 5009
Pleasanton, CA 94566-0509
(510) 463-1770

Denver Zone Office
Customer Relations Manager
Chrysler Corporation
12225 East 39th Avenue
Denver, CO 80239
(303) 373-8888

Orlando Zone Office
Customer Relations Manager
Chrysler Corporation
8000 South Orange Blossom Trail
Orlando, FL 32809
(407) 352-7402

Atlanta Zone Office
Customer Relations Manager
Chrysler Corporation
3350 Cumberland Circle, Ste. 800
Atlanta, GA 30339
(404) 644-6800

Chicago Zone Office
Customer Relations Manager
Chrysler Corporation
650 Warrenville Road, Suite 502
Lisle, IL 60532
(708) 515-2450

Kansas City Zone Office
Customer Relations Manager
Chrysler Corporation
P.O. Box 25668
Overland Park, KS 66225-5668
(913) 469-3090

New Orleans Zone Office
Customer Relations Manager
Chrysler Corporation
P.O. Box 157
Metairie, LA 70004
(504) 830-3400

Washington, D.C. Zone Office
Customer Relations Manager
Chrysler Corporation
P.O. Box 1900
Bowie, MD 20716
(301) 464-4040

Boston Zone Office
Customer Relations Manager
Chrysler Corporation
550 Forbes Boulevard
Mansfield, MA 02048-2038
(508) 261-2299

Detroit Zone Office
Customer Relations Manager
Chrysler Corporation
P.O. Box 3000
Troy, MI 48007-3000
(313) 952-1300

Minneapolis Zone Office
Customer Relations Manager
Chrysler Corporation
P.O. Box 1231
Minneapolis, MN 55440
(612) 553-2546

St. Louis Zone Office
Customer Relations Manager
Chrysler Corporation
P.O. Box 278
Hazelwood, MO 63042
(314) 895-0731

Syracuse Zone Office
Customer Relations Manager
Chrysler Corporation
P.O. Box 603
Dewitt, NY 13214-0603
(315) 445-6941

New York Zone Office
Customer Relations Manager
Chrysler Corporation
500 Route 303
Tappan, NY 10983-1592
(914) 359-0110

Charlotte Zone Office
Customer Relations Manager
Chrysler Corporation
4944 Parkway Plaza Boulevard
Suite 470
Charlotte, NC 28217
(704) 357-7065

Cincinnati Zone Office
Customer Relations Manager
Chrysler Corporation
P.O. Box 41902
Cincinnati, OH 45241
(513) 530-1500

Portland Zone Office
Customer Relations Manager
Chrysler Corporation
P.O. Box 744
Beaverton, OR 97075
(503) 526-5555

Philadelphia Zone Office
Customer Relations Manager
Chrysler Corporation
Valley Brook Corporate Center
101 Linden Wood Drive, Suite 320
P.O. Box 3025
Malvern, PA 19355-0725
(215) 251-2990

Pittsburgh Zone Office
Customer Relations Manager
Chrysler Corporation
Penn Center West 3, Suite 420
Pittsburgh, PA 15276-0198
(412) 788-6622

Memphis Zone Office
Customer Relations Manager
Chrysler Corporation
P.O. Box 18008
Memphis, TN 38181-0008
(901) 797-3870

Dallas Zone Office
Customer Relations Manager
Chrysler Corporation
P.O. Box 110162
Carrollton, TX 75011-0162
(214) 242-8462

Houston Zone Office
Customer Relations Manager
Chrysler Corporation
363 North Sam Houston Parkway East
Suite 590
Houston, TX 77060-2405
(713) 820-7062

Milwaukee Zone Office
Customer Relations Manager
Chrysler Corporation
P.O. Box 1634
Waukesha, WI 53187-1634
(414) 798-3750

Corporate Office:
Ms. A. Tomlanovich
Chrysler Customer Center
Chrysler Corporation
P.O. Box 302
Center Line, MI 48015-93062
1 (800) 992-1997 (toll free)

Ferrari North America, Inc.
Corporate Office:
Mr. Kenneth McCay
Director of Service and Parts
Ferrari North America, Inc.
250 Sylvan Avenue
Englewood Cliffs, NJ 07632
(201) 816-2650

Ford Motor Company

Customer Relations Manager
Ford Motor Company
300 Renaissance Center
P.O. Box 43360
Detroit, MI 48243
1 (800) 392-3673 (toll free--all makes)
1 (800) 521-4140 (toll free--Lincoln and Merkur only)
1 (800) 241-3673 (toll free--towing and dealer location service) 1
(800) 232-5952 (toll free TDD)

General Motors Corporation

Customer Assistance Center
Chevrolet/Geo Motor Division
General Motors Corporation
P.O. Box 7047
Troy, MI 48007-7047
1 (800) 222-1020 (toll free)
1 (800) TDD-CHEV (toll free TDD)

Customer Assistance Center
Pontiac Division
General Motors Corporation
One Pontiac Plaza
Pontiac, MI 48340-2952
1 (800) 762-2737 (toll free)
1 (800) TDD-PONT (toll free TDD)

Customer Assistance Network
Oldsmobile Division
General Motors Corporation
P.O. Box 30095
Lansing, MI 48921
1 (800) 442-6537 (toll free)
1 (800) TDD-OLDS (toll free TDD)

Customer Assistance Center
Buick Motor Division
General Motors Corporation
902 East Hamilton Avenue
Flint, MI 48550
1 (800) 521-7300 (toll free)
1 (800) TD-BUICK (toll free TDD)

Consumer Relations Center
Cadillac Motor Car Division
General Motors Corporation
30009 Van Dyke
P.O. Box 9025
Warren, MI 48090-9025
1 (800) 458-8006 (toll free)
1 (800) TDD-CMCC (toll free TDD)

Customer Service Department
GMC Truck Division
General Motors Corporation
Mail Code 1607-07
16 Judson Street
Pontiac, MI 48342
1 (800) 462-8782
1 (800) GMC-TKTD (toll free TDD)

Saturn Assistance Center
Saturn Corporation
General Motors Corporation
100 Saturn Parkway
Spring Hill, TN 37174
1 (800) 553-6000 (toll free)
1 (800) TDD-6000 (toll free TDD)

Honda see American Honda Motor Company, Inc.

Hyundai Motor America
Customer Service
Hyundai Motor America
10550 Talbert Avenue
P.O. Box 20850
Fountain Valley, CA 92728-0850
1 (800) 633-5151 (toll free)

ISUZU see American Isuzu Motors, Inc.

Jaguar Cars Inc.

U.S. National Headquarters:
Customer Relations Department
Jaguar Cars Inc.
555 MacArthur Boulevard
Mahwah, NJ 07430-2327
(201) 818-8500

Jeep/Eagle Division of Chrysler Motors Corporation see Chrysler
Zone and National Offices

Mazda Motor of America, Inc.
Corporate Headquarters:
Customer Relations Manager
Mazda Motor of America, Inc.
P.O. Box 19734
Irvine, CA 92718
1 (800) 222-5500 (toll free)

Mercedes Benz of North America, Inc.

National Headquarters:
Mercedes Benz of North America
1 Mercedes Drive
Montvale, NJ 07645-0350
(201) 573-0600

Customer Assistance Center
1 Glenview Road
Montvale, NJ 07645
(201) 476-6200

North Central Region Office
3333 Charles Street
Franklin Park, IL 60131-1469

Northeast Region Office
Baltimore Commons Business Park
1300 Mercedes Drive (2nd Floor)
Hanover, MD 21076-0348

Southern Region Office
8813 Western Way
Jacksonville, FL 32245-7604

Western Region Office
8357 Sunset Boulevard
Hollywood, CA 90093-0637

Mitsubishi Motor Sales of America, Inc.

Corporate Office:
National Consumer Relations Manager
Mitsubishi Motor Sales of America, Inc.
6400 West Katella Avenue
Cypress, CA 90630-5208
1 (800) 222-0037 (toll free)

Nissan Motor Corporation in USA

Nissan Motor Corporation in USA
P.0. Box 191
Gardena, CA 90248-0191
1 (800) 647-7261 (toll free-all consumer inquiries)

Peugeot Motors of America, Inc.
Mr. William J. Atanasio
National Customer Relations Manager
Peugeot Motors of America, Inc.
P.O. Box 607
One Peugeot Plaza
Lyndhurst, NJ 07071-3498
(201) 935-8400
1 (800) 345-5549 (toll free)

Porsche Cars North America, Inc.
Manager, Owner Relations
Porsche Cars North America, Inc.
100 West Liberty Street
P.O. Box 30911
Reno, NV 89520-3911
1 (800) 545-8039

Saab Cars USA, Inc.
Customer Assistance Center
Saab Cars USA, Inc.
4405-A Saab Drive
P.O. Box 9000
Norcross, GA 30091
1 (800) 955-9007 (toll free)

Subaru of America, Inc.

National Customer Service Center
Subaru of America, Inc.
Subaru Plaza
P.O. Box 6000
Cherry Hill, NJ 08034-6000
1 (800) SUBARU3 (toll free)
1 (800) 782-2783 (toll free)

Hawaii
Schuman Carriage Company
1234 S. Berentania Street
P.O. Box 2420
Honolulu, HI 96804
(808) 553-6211

Suzuki see American Suzuki
Motor Corporation

Toyota Motor Sales, Inc.
Customer Assistance Center
Toyota Motor Sales USA, Inc.
Department A102
19001 South Western Avenue
Torrance, CA 90509
1 (800) 331-4331 (toll free)

Volkswagen United States, Inc.

Customer Relations - 2F02
Volkswagen United States, Inc.
3800 Hamlin Road
Auburn Hills, MI 48326
General assistance and customer relations
1 (800) 822-8987 (toll free)
Replacement and repurchase assistance
1 (800) 955-5100 (toll free)

Volvo Cars of North America
Corporate Office:
Consumer Affairs
Volvo Cars of North America
P.O. Box 914
Rockleigh, NJ 07647-0914
(201) 767-4737
1 (800) 458-1552

Better Business Bureaus

Better Business Bureaus (BBBs) are non-profit organizations
sponsored by local businesses. BBBs offer a variety of consumer
services. For example, they can provide consumer education
materials, answer consumer questions, mediate and arbitrate
complaints, and provide general information on companies'
consumer complaint records.

Each BBB has its own policy about reporting information. It might
or might not tell you the nature of the complaints against a
business, but all will tell you if a complaint has been
registered. Many of the BBBs accept written complaints and will
contact a firm on your behalf. BBBs do not judge or rate
individual products or brands, handle complaints concerning the
prices of goods or services, or give legal advice. However, many
bureaus do offer binding arbitration, a form of dispute
resolution, to those who ask for it. If you need help with a
consumer question or complaint, call your local BBB to ask about
its services.

This list includes the local BBBs in the United States. The
Council of Better Business Bureaus can give you the addresses for
the BBBs in Canada.

National Headquarters
Council of Better Business Bureaus, Inc.
4200 Wilson Boulevard
Arlington, VA 22203
(703) 276-0100

Local Bureaus

Alabama

1210 South 20th Street
P.O. Box 55268 (35255-5268)
Birmingham, AL 35205
(205) 558-2222

102 Court Street, Suite 512
Florence, AL 35630
1 (800) 239-1642

501 Church Street, N.W.
P.O. Box 383 (35804-0383)
Huntsville, AL 35801-5549
(205) 533-1640 (24 hrs.)

707 Van Antwerp Building
Mobile, AL 36602-3221
(205) 433-5494
1 (800) 544-4714 (toll free-South Alabama)

60 Commerce Street
Suite 806
Montgomery, AL 36104-3559
(205) 262-5606

Alaska

2805 Bering Street, #2
Anchorage, AK 99503-3819
(907) 562-0704

Arizona

4428 North 12th Street
Phoenix, AZ 85014-4585
(602) 264-1721

50 W. Drachman Street, Suite 103
Tucson, AZ 85705-7353
(602) 622-7651 (inquiries)
(602) 622-7654 (complaints)
1 (800) 696-2827 (toll free-South Arizona only)

Arkansas

1415 South University
Little Rock, AR 72204-2605
(501) 664-7274
1 (800) 482-8448 (toll free in AR)

California

705 Eighteenth Street
Bakersfield, CA 93301-4882
(805) 322-2074

290 N. 10th Street, Suite 206
P.O. Box 970
Colton, CA 92324-0814
(900) 225-5222 ($.95/minute)

6101 Ball Road, Suite 309
Cypress, CA 90630-3966
(900) 225-5222 ($.95/minute)

1398 E. Indianapolis
Suite 102
Fresno, CA 93705-0341
(209) 222-8111

3400 West 6th Street, Suite 403
Los Angeles, CA 90020-2538
(900) 225-5222 ($.95/minute)

494 Alverado Street, Suite C
Monterey, CA 93940-2717
(408) 372-3149

510 16th Street, Suite 550
Oakland, CA 94612-1584
(510) 238-1000 (24 hours)

400 S Street
Sacramento, CA 95814-6997
(916) 443-6843

3111 Camino del Rio N. Suite 600
San Diego, CA 92108-1729
(619) 521-5898

33 New Montgomery Street, Suite 290
San Francisco, CA 94105-4506
(415) 243-9999

1530 Meridian Avenue
Suite 100
San Jose, CA 95125
(408) 445-3000

400 South El Camino Real, Suite 450
P.O. Box 294 (94401-0294)
San Mateo, CA 94402-1706
(415) 696-1240

402 East Carrillo Street, Suite C
P.O. Box 746
Santa Barbara, CA 93101-0746
(805) 963-8657

1111 North Center Street
Stockton, CA 95202-1383
(209) 948-4880
(209) 948-4881
(209) 577-3675 (Stanislaus)

Colorado

3022 North El Paso
P.O. Box 7970 (80933-7970)
Colorado Springs, CO 80907-5454
(719) 636-1155

1780 South Bellaire, Suite 700
Denver, CO 80222-4350
(303) 758-2100 (inquiries, 24 hours)
(303) 758-2212 (complaints)
(303) 758-4786 (TDD, 24 hours)

1730 South College Avenue
Suite 303
Fort Collins, CO 80525-1073
(303) 484-1348
(303) 493-2470
(307) 778-2809 (Cheyenne)

119 West 6th Street, Suite 203
Pueblo, CO 81003-3119
(719) 542-6464

Connecticut

2345 Black Rock Turnpike
P.O. Box 1410 (06430-1410)
Fairfield, CT 06430-3267
(203) 374-6161
(203) 798-7300 (Danbury)
(203) 853-0659 (Norwalk)
(203) 359-9892 (Stamford)
(203) 597-1177 (Waterbury)

100 South Turnpike Road
Wallingford, CT 06492-4395
(203) 269-2700
(203) 529-3575 (Hartford)
(203) 443-8145 (New London)

Delaware

2055 Limestone Road
Suite 200
Wilmington, DE 19808-5532
(302) 996-9200

District of Columbia

1012 14th Street, N.W.
14th Floor
Washington, DC 20005-3410
(202) 393-8000

Florida

In addition to the Better Business Bureaus, Florida has a number of
Better Business Councils which are affiliated with local Chambers
of Commerce throughout the state. The Better Business Councils are
listed following the Better Business Bureaus. Better Business
Bureaus

5830-142nd Avenue North, Suite B
P.O. Box 7950 (34618-7950)
Clearwater, FL 34620
(813) 842-5459 (Pasco City)
(813) 535-5522 (Pinellas County)
(813) 854-1154 (Hillsborough, Tampa)
(813) 957-0093 (Sarasota, Manatee)
1 (800) 525-1447 (toll free-Hernando only)
(all 24 hours)

1853 Victoria Street
Fort Myers, FL 33901
(900) 225-5222 (24 hrs.-$.95/min)

7820 Arlington Expressway
Suite 147
Jacksonville, FL 32211
(904) 721-2288

16291 N.W. 57th Avenue
Miami, FL 33014-6709
(900) 225-5222 (24 hrs.-$.95/min)

400 South Alcaniz Street
P.O. Box 1511 (32597-1511)
Pensacola, FL 32501
(904) 433-6111

1950 Port St. Lucie Blvd.
Suite 211
Port St. Lucie, FL 34954-5579
(407) 878-2010
(407) 337-2083

580 Village Blvd.
Suite 340
West Palm Beach, FL 33409
(407) 686-2200
(407) 337-2083 (Martin County)

1011 North Wymore Road
Suite 204
Winter Park, FL 32789-1736 (Orlando)
(407) 621-3300 (24 hours)

Better Business Councils

P.O. Box 321
Bradenton, FL 34206-0321
(813) 748-1325 (Manatee County)

P.O. Box 640
Fort Walton Beach, FL 32549-0640
(904) 664-2515 (Okaloosa, Santa Rosa and Walton Counties)

3520 Airport Road
Lakeland, FL 33811
(813) 644-2442 (Polk County)

P.O. Box 492426
Leesburg, FL 34749-2426
(904) 326-0770 (Lake and Sumter Counties)

400 Fortenberry Road
Merritt Island, FL 32952
(407) 459-2200 (Cocoa Beach)

12705 South Tamiami Trail
North Port, FL 34287
(813) 426-8744

4100 Dixie Highway, NE
Palm Bay, FL 32905
(407) 984-8454 (South Brevard County)

1819 Main Street, Suite 240
Sarasota, FL 34236
(813) 366-3144

P.O. Drawer 2767
Titusville, FL 32781-2767
(407) 268-2822 (North Brevard County)

257 Tamiami Trail, North
Venice, FL 34285-1534
(813) 485-3510

Georgia

611 N. Jefferson Street
P.O. Box 3241 808 (31702)
Albany, GA 31701
(912) 883-0744

100 Edgewood Avenue
Suite 1012
Atlanta, GA 30303-3075
(404) 688-4910
(615) 266-6144 (North Georgia-Chattanooga)

624 Ellis Street, Suite 106
P.O. Box 2085 (30903-2085)
Augusta, GA 30901-1463
(706) 722-1574

Eight 13th Street
P.O. Box 2587 (31902-2587)
Columbus, GA 31901-2151
(706) 324-0712
(706) 324-0713

1765 Shurling Drive
Macon, GA 31211-2199
(912) 742-7999

6606 Abercorn Street
Suite 108-C
P.O. Box 13956 (31416-0956)
Savannah, GA 31405
(912) 354-7521
(912) 354-7522

Hawaii

1600 Kapiolani Boulevard
Suite 201
Honolulu, HI 96814-3801
(808) 942-2355

Idaho

1333 West Jefferson
Boise, ID 83702-5320
(208) 342-4649

1575 South Boulevard
Idaho Falls, ID 83404-5926
(208) 523-9754

Illinois

211 West Wacker Drive
Chicago, IL 60606-1217
(312) 444-1188 (inquiries)
(312) 346-3313 (complaints)

3024 West Lake
Peoria, IL 61615-3770
(309) 688-3741

810 East State Street, 3rd Floor
Rockford, IL 61104-1001
(815) 963-2222

Indiana

722 West Bristol Street
Suite H-2
P.O. Box 405 (46515-0405)
Elkhart, IN 46514-2988
(219) 262-8996

4004 Morgan Avenue
Suite 201
Evansville, IN 47715-2265
(812) 473-0202
(812) 473-1425

1203 Webster Street
Fort Wayne, IN 46802-3493
(219) 423-4423
1 (800) 552-4631 (toll free in IN)

4231 Cleveland Street
Gary, IN 46408-2490
(219) 980-1511
(219) 769-8053
1 (800) 637-2118 (toll free in Northern Indiana)

Victoria Centre
22 E. Washington Street
Suite 200
Indianapolis, IN 46204-3584
(317) 488-2222

201 Dixie Way North, Suite 30
South Bend, IN 46637-3360
(219) 277-9121
1 (800) 439-5313 (toll free in northern IN)

Iowa

852 Middle Road, Suite 290
Bettendorf, IA 52722-4100
(319) 355-6344

615 Insurance Exchange Building
Des Moines, IA 50309-2375
(515) 243-8137

318 Badgerow Building
Sioux City, IA 51101-1611
(712) 252-4501

Kansas

501 E. Jefferson, Suite 24
Topeka, KS 66607-1190
(913) 232-0454

212 South Market Street
Suite 300
Wichita, KS 67202-3857
(316) 263-3146

Kentucky

410 West Vine Street
Suite 280
Lexington, KY 40507-1616
(606) 259-1008

844 South Fourth Street
Louisville, KY 40203-2186
(502) 583-6546 (24 hours)
1 (800) 388-2222 (toll free in KY and Southern IN)

Louisiana

1605 Murray Street, Suite 117
Alexandria, LA 71301-6875
(318) 473-4494

2055 Wooddale Boulevard
Baton Rouge, LA 70806-1546
(504) 926-3010

1626 Barrow Street
Houma, LA 70360-6354
(504) 868-3456

100 Huggins Road
P.O. Box 30297 (70593-0297)
Lafayette, LA 70506
(318) 981-3497

3941-L Ryan Street
P.O. Box 7314 (70606-7314)
Lake Charles, LA 70605
(318) 478-6253

141 Desiard Street, Suite 808
Monroe, LA 71201-7380
(318) 387-4600

1539 Jackson Avenue
Suite 400
New Orleans, LA 70130-5843
(504) 581-6222 (24 hours)
(504) 528-9277

3612 Youree Drive
Shreveport, LA 71105-2122
(318) 861-6417

Maine

812 Stevens Avenue
Portland, ME 04103-2648
(207) 878-2715

Maryland

2100 Huntingdon Avenue
Baltimore, MD 21211-3215
(410) 347-3990 (Inquiries)
(410) 347-3997 (Complaints)

Massachusetts
20 Park Plaza, Suite 820
Boston, MA 02116-4344
(617) 426-9000
1 (800) 4BBB-811 (toll free-802 area code)

293 Bridge Street, Suite 320
Springfield, MA 01103-1402
(413) 734-3114

32 Franklin Street
P.O. Box 16555 (01601-6555)
Worchester, MA 01608-1900
(508) 755-2548

Michigan
620 Trust Building
Grand Rapids, MI 4503-3001
(616) 774-8236
(616) 772-6063 (Holland)
(616) 382-4616 (Kalamazoo)
(616) 722-0707 (Muskegon)

30555 Southfield Road
Suite 200
Southfield, MI 48076-7751 (Detroit)
(810) 644-9100 (24 hours)

Minnesota
2706 Gannon Road
St. Paul, MN 55116-2600
(612) 699-1111

Mississippi

4915 I-75 North
P.O. Box 12745 (39236-2745)
Jackson, MS 39216
(601) 987-8282

Missouri

306 E. 12th street, Suite 1024
Kansas City, MO 64106-2418
(816) 421-7800

5100 Oakland, Suite 200
St. Louis, MO 63110-1400
(314) 531-3300 (24 hours)

205 Park Central East
Suite 509
Springfield, MO 65806-1326
(417) 862-4222
1 (800) 497-4222 (toll free in southwestern Missouri)

Nebraska

3633 O Street, Suite 1
Lincoln, NE 68510-1670
(402) 476-8855

2210 North 91st Plaza
Omaha, NE 68134-6022
(402) 391-7612

Nevada

1022 East Sahara Avenue
Las Vegas, NV 89104-1515
(702) 735-6900

991 Bible Way
P.O. Box 21269 (89515-1269)
Reno, NV 89502
(702) 322-0657

New Hampshire

410 South Main Street
Concord, NH 03301-3459
(603) 224-1991
(603) 228-3789
(603) 228-3844

New Jersey

2 Forest Avenue
Paramus, NJ 07652-5291
(201) 845-4044

2 Sylvan Way, 3rd Floor
Parsippany, NJ 07054
(Newark)
(201) 642-INFO

1721 Route 37 East
Toms River, NJ 08753-8239
(908) 270-5577

1700 Whitehorse-Hamilton Square, #D-5
Trenton, NJ 08690-3596
(609) 588-0808

16 Maple Avenue
P.O. Box 303
Westmont, NJ 08108-0303
(609) 854-8467

New Mexico

2625 Pennsylvania, NE
Suite 2050
Albuquerque, NM 87110-3657
(505) 844-0500
1 (800) 873-2224 (toll free in NM)

308 North Locke
Farmington, NM 87401-5855
(505) 326-6501

201 N. Church, Suite 330
Las Cruces, NM 88001-3548
(505) 524-3130

New York

346 Delaware Avenue
Buffalo, NY 14202-1899
(900) 225-5222 (24 hr.-$.95/min)

266 Main Street
Farmingdale, NY 87401-5855
1 (900) 463-6222 (24 hr.- $.95/min.)

257 Park Avenue, South
New York, NY 10010-7384
1 (900) 463-6222 (24 hr.- $.95/min.)

847 James Street, Suite 200
Syracuse, NY 13202-2552
(315) 479-6635

30 Glenn Street
White Plains, NY 10603-3213
1 (900) 463-6222 (24 hr.-$.95/min.)

North Carolina

1200 BB&T Building
Asheville, NC 28801-3418
(704) 253-2392

5200 Park Road, Suite 202
Charlotte, NC 28209-3650
(704) 527-0012 (24 hours)

3608 West Friendly Avenue
Greensboro, NC 27410-4895
(919) 852-4240 (24 hours)

3125 Poplarwood Court
Suite 308
Raleigh, NC 27604-1080
(919) 872-9240
1 (800) 222-0950 (toll free in Eastern North Carolina)

Eden Place
8366 Drena Drive
P.O. Box 69 (28673-0069)
Sherrils Ford, NC 28673
(704) 478-5622

500 West 5th Street, Suite 202
Winston-Salem, NC 27101-2728
(910) 725-8348

Ohio

222 W. Market Street
Akron, OH 44303-2111
(216) 253-4590

1434 Cleveland Avenue, N.W.
P.O. Box 8017 (44711-8017)
Canton, OH 44703-3135
(216) 454-9401
1 (800) 362-0494 (toll free in OH)

898 Walnut Street
Cincinnati, OH 45202-2097
(513) 421-3015

2217 East 9th Street, Suite 200
Cleveland, OH 44115-1299
(216) 241-7678

1335 Dublin Street, Suite 30A
Columbus, OH 43215-1000
(614) 486-6336

40 West Fourth Street
Suite 1250
Dayton, OH 45402-1828
(513) 222-5825

112N, West High Street (45801)
P.O. Box 269
Lima, OH 45802-0269
(419) 223-7010
1 (800) 462-0468 (toll free)

425 Jefferson Avenue, Suite 909
Toledo, OH 43604-1055
(419) 241-6276

600 Mahoning Bank Building
P.O. Box 1495
Youngstown, OH 44501-1495
(216) 744-3111
(216) 424-5522 (Lisbon)
(216) 394-0628 (Warren)

Oklahoma

17 South Dewey
Oklahoma City, OK 73102-2400
(405) 239-6081/6860 (inquiries)
(405) 239-6083 (complaints)
(405) 239-6082 (general information)

6711 South Yale, Suite 230
Tulsa, OK 74136-3327
(918) 492-1266

Oregon

610 S.W. Alder Street, Suite 615
Portland, OR 97205-3690
(503) 226-3981
1 (800) 488-4166 (toll free in OR and Southwest Washington)
Pennsylvania

528 North New Street
Bethlehem, PA 18018-5789
(215) 866-8780
(215) 372-2005 (Berks County)

6 Marion Court
Lancaster, PA 17602-5205
(717) 291-1151
1 (800) 220-8032 (toll free in Harrisburg & York County)

1930 Chestnut Street
P.O. Box 2297
Philadelphia, PA 19103-0297
1 (900) 225-5222 (24 hr.-$.95/min.)

610 Smithfield Street
Pittsburgh, PA 15222-2578
(412) 456-2700

129 N. Washington Avenue
P.O. Box 993 (18501-0993)
Scranton, PA 18503-2204
(717) 342-9129
(717) 655-0445

Puerto Rico

1608 Bori Street (00927-6100)
P.O. Box 363488
San Juan, PR 00936-3488
(809) 756-5400

Rhode Island

Bureau Park
Box 1300
Warwick, RI 02887-1300 (Providence)
(401) 785-1212 (inquiries)
(401) 785-1213 (complaints)

South Carolina

2330 Devine Street (29205)
P.O. Box 8326
Columbia, SC 29202-8326
(803) 254-2525

113 Mills Avenue
Greenville, SC 29605-4077
(803) 242-5052

1601 North Oak Street, Suite 403
Myrtle Beach, SC 29577-1601
(803) 626-6881

Tennessee

P.O. Box 1178 TCA, #121
Blountville, TN 37617-1178
(615) 323-6311

1010 Market Street, Suite 200
Chattanooga, TN 37402-2614
(615) 266-6144

2633 Kingston Pike, Suite 2
P.O. Box 10327 (37939-0327)
Knoxville, TN 37919
(615) 522-2552

3792 South Mendenhall
P.O. Box 750704 (38175-0704)
Memphis, TN 38115
(901) 795-8771 (24 hours)

NationsBank Plaza
414 Union Street, Suite 1830
Nashville, TN 37219-1778
(615) 242-4222 (24 hours)

Texas

3300 S. 14th Street
Suite 307
Abilene, TX 79605-5052
(915) 691-1533

1000 South Polk
P.O. Box 1905 (79105-1905)
Amarillo, TX 79101-3408
(806) 379-6222

2101 So. IH35, Suite 302
Austin, TX 78741-3854
(512) 445-2911 (24 hours)

476 Oakland Avenue
P.O. Box 2988 (77704-2988)
Beaumont, TX 77701-2011
(409) 835-5348

4346 Carter Creek Parkway
Bryan, TX 77802-4413
(409) 260-2222

216 Park Avenue
Corpus Christi, TX 78401
(512) 887-4949

2001 Bryan Street, Suite 850
Dallas, TX 75201-3093
(214) 220-2000 (24 hours)

5160 Montana Avenue
Lower Level
El Paso, TX 79903-4904
(915) 772-2727

1612 Summit Avenue, Suite 260
Fort Worth, TX 76102-5978
(817) 332-7585 (24 hours)

2707 North Loop West
Suite 400
Houston, TX 77008-1085
(713) 868-9500 (24 hours)

1206 14th Street, Suite 901
Lubbock, TX 79401-3922
(806) 763-0459 (24 hours)

10100 County Road, 118 West
P.O. Box 60206
Midland, TX 79711-0206
(915) 563-1880
1 (800) 592-4433 (toll free in TX)

3121 Executive Drive
P.O. Box 3366 (76902-3366)
San Angelo, TX 76904
(915) 949-2989

1800 Northeast Loop 41
Suite 400
San Antonio, TX 78217-5296
(210) 828-9441

3600 Old Bullard Road, Suite 103A
P.O. Box 6652 (75711-6652)
Tyler, TX 75701
(903) 581-5704

6801 Sanger Avenue, Suite 125
P.O. Box 7203 (76714-7203)
Waco, TX 76710
(817) 772-7530

609 International Boulevard
P.O. Box 69
Weslaco, TX 78599-0069
(210) 968-3678

1106 Brook Avenue
Wichita Falls, TX 76301-5079
(817) 723-5526
1 (800) 388-1778 (toll free)

Utah

1588 South Main Street
Salt Lake City, UT 84115-5382
(801) 487-4656 (24 hours)
1 (800) 456-3907 (toll free in UT)

Vermont

20 Park Plaza, Suite 820
Boston, MA 02116-4344
(617) 426-9000
1 (800) 4BBB-811 (toll free in 802 area code)

Virginia

11903 Main Street
Fredericksburg, VA 22408
(703) 373-9872

3608 Tidewater Drive
Norfolk, VA 23509-1499
(804) 672-5651
(804) 722-9101 (Peninsula area)

701 East Franklin, Suite 712
Richmond, VA 23219-2332
(804) 648-0016 (24 hours)

31 West Campbell Avenue
Roanoke, VA 24011-1301
(703) 342-3455

Washington

401 N. Union, Suite 105
Kennewick, WA 99336-3819
(509) 783-0892

4800 South 188th Street, Suite 105
P.O. Box 68926 (98168-0926)
Seatac, WA 98188
(206) 431-2222
(206) 448-6222 (24 hours)

East 123 Indiana, Suite 106
Spokane, WA 99207-2356
(509) 328-2100

222 Washington Mutual Bldg.
P.O. Box 1584 (98907-1584)
Yakima, WA 98901
(509) 248-1326

Wisconsin

740 North Plankinton Avenue
Milwaukee, WI 53203-2478
(414) 273-1600 (inquiries)
(414) 273-0123 (complaints)

Trade Association and Other Resolution Programs

Companies that manufacture similar products or offer similar
services often belong to industry associations. These
associations help resolve problems between their member companies
and consumers.
Depending on the industry, you might have to contact an
association, service council or consumer action program.

If you have a problem with a company and cannot get it resolved
with the company, ask if the company is a member of an
association. Then, check this list to see if the association is
listed. If the name of the association is not included on this
list, check with a local library.

This list includes the names and addresses of the associations and
other dispute resolution programs that handle consumer
complaints for their members. In some cases, the national
organizations listed here can refer you to dispute resolution
programs near you.

These programs are usually called alternative dispute resolution
programs. Generally, there are three types of programs:
arbitration, conciliation and mediation. All three methods of
dispute resolution vary. Ask for a copy of the rules of the
program before you file your case. Generally, the decisions of the
arbitrators are binding and must be accepted by both the customer
and the business. However, in other forms of dispute resolution,
only the business is required to accept the decision. In some
programs, decisions are not binding on either party. Remember,
before contacting one of these programs, try to resolve the
complaint by contacting the company.

Ms. Joan McNeel, Director
Public Relations
American Apparel Manufacturers Association
2500 Wilson Boulevard, Suite 301
Arlington, VA 22201
(703) 524-1864

Ms. Karen Holt
Public Relations Coordinator
American Arbitration Association
140 West 51st Street
New York, NY 10020-1203
(212) 484-4006

American Bar Association
Section on Dispute Resolution
1800 M Street, N.W., Suite 790
Washington, DC 20036
(202) 331-2258

Mr. John W. Johnson
Executive Vice President
American Collectors Association
P.O. Box 39106
Minneapolis, MN 55439-0106
(612) 926-6547

Communications Department
American Council of Life Insurance
1001 Pennsylvania Avenue, N.W.
Washington, DC 20004-2599
1 (800) 942-4242 (toll free-8 a.m.-8 p.m. EST, M-F )

Ms. Jane Marden, Director,
Consumer and Community Affairs
American Gas Association
1515 Wilson Boulevard
Arlington, VA 22209
(703) 841-8583

American Health Care Association
1201 L Street, N.W.
Washington, DC 20005-4014
(202) 842-4444
1 (800) 321-0343 (toll free--publications only)