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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

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

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:

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:

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:

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.

Writing a Complaint Letter

Where to send it

What to say

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

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

Buying from a Private Individual

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

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.

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.

Buying A New Car

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.

To protect yourself:

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

-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;

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 selfaddressed, 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:

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.

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

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

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

Telephone Order Rights

Blocking Telemarketing Calls

You have the right under federal law:

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;

Protect yourself from fraud by avoiding:

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:

Your Rights and Recourse

per-call charges.

Door-to-Door Sales

Cancellation Rights

Home Improvement

Home Financing

Home Equity Credit Lines

Reverse Mortgages

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.

Truth in Savings Act

Checking Accounts

Loans

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:

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.

Otherwise, the credit bureau can impose a reasonable charge.

In response to your complaint, the credit bureau:

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:

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:

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:

Protect Your Rights

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;

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:

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:

You have the right to:

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:

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;

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

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.

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.

Special Contracts

Health Clubs

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

low-cost "bait" ads - many "switch" you to expensive long-term contracts;

unbelievably low one-time fees with no monthly dues.

Before you sign, be sure to:

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;

Timeshares/Campgrounds

Travel Scams

Contact your state or local consumer protection agency or the Better Business Bureau.

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:

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.

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.

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:

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%

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<