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Consumer Protection

Consumer Protection: Advice from The Bucks County Consumer Advocates

September 2007

Q.   My son ordered a skin care treatment for his acne from the television.  It had a money back guarantee written on the box.  It stated if you are unhappy with the product to return with 30 days.  He was unhappy and returned the product within the allotted time.  The company ended up charging his credit card.  When he contacted the skin care company they said the product was never received.  My son tried to dispute this charge with his credit card company.  The credit card company told him he would have to work this out with the skin care company.  What can be done?  A.M., Trevose

A.  The problem is there is no proof that the product was returned.  What your son should have done was send the product back to the company by certified mail, return receipt requested.  This way the company would have to have signed the receipt showing it was received.  This would have protected your son.   I understand the guarantee on the box never stated for it to be sent certified mail, but without it, it’s your son’s word against theirs; and of course they are going to stick by their story.  Bucks County Consumer Protection advises to write a letter to the skin care company disputing the charge.  Keep a copy of the dispute letter for yourself.  If they don’t respond, contact us and we will try to mediate for you.  Consumers who need to return an item should always take the time to go to the post office and send the item back certified mail, return receipt requested.  It will cost you a few dollars, but in the long run it can save you a lot of money and aggravation.   

Q.  I read the papers this past week and saw the contractor brothers’ arrest.  How could they possibly scam so many people and never get caught?  The paper mentioned something about a state wide registration program, which surprised me, because I was under the impression that contractors had to be licensed already.  Can you clear this up for me?
S.A., Bensalem

A.   Many local municipalities throughout the state do require some type of registration or license.  That registration or license usually has minimal requirements that include proof of insurance and a monetary fee. Some municipalities have no requirements at all, which is the problem in a nutshell.  There is a complete lack of any formal guideline, standard or regulation for the home improvement industry.  We need a statewide uniform license or registration program.   Numerous occupations require testing and licensing and that allows people to work anywhere in the state.  If you operate a motor vehicle in Pennsylvania you need to take a test and demonstrate competency.  There is little doubt that the legitimate contractor could prove their competency.  Most contractors are reputable and take pride in there work. Many belong to industry associations that have some sort of standard.   What is the perfect solution?   We hope it is standardization and uniform regulation.  A real start to clean up the problem is by passing legislation.  Senate Bill 100 and House Bill 507 of session 2007 are the two pieces of legislation that really address the problem.  Without legislation the problem is going to continue and worsen.  Our office has advocated for effective legislation for many years.  It really is necessary for the average citizen to take some time and become an advocate for themselves.  Talk to your legislators.  In the hurry up world we all live in we realize time is always an issue, but a letter, phone call, or email takes just a few minutes.

Q. I got a census form in the mail.  It says it is from the United States Department of Commerce.  I am supposed to fill out the form completely and mail it back.  The letter said I am required by law to participate.  My question is, is this for real or is someone attempting to get personal information?  L.H., Bensalem

A.  The letter looks real but that is not enough to go on.  We called the U.S. Census Bureau at its Philadelphia Regional Office.  The form is real and your participation is required.  Anyone who receives a survey from the census bureau should check with the bureau to confirm its authenticity.  Consumers can go online at www.census.gov and find plenty of information about the different surveys that the government sends to its citizens.  You can also call 1-800-262-4236 to verify a survey.  A legitimate census form will never ask for a Social Security number, bank account numbers or credit card numbers.  The surveys are designed to protect your identity.  Information is a very desirable commodity.

Q.  I heard some vague information on a workshop that would help people who are either looking to buy a home or someone who already owns a home and needs some assistance.  All I know is that it’s coming up soon.  Can you give me any information?  R.E., Bristol    

A.   Yes, flyers have been circulating concerning “Bucks County Homeownership Fair”. This is a free service and will give consumers information on how to purchase a home, financing and grant options, credit repair, reverse mortgages and home maintenance just to name a few.  It will be held at the Bucks County Technical High School at 610 Wistar Road in Fairless Hills.  The date of these very informative workshops will be Saturday, October 6th from 9:00 am to 2:00 pm.  This is being presented by The Bucks County Fair Housing Committee.  For more information call 1-800-967-9150 ext. 12. 

Department of Consumer Protection /
Weights and Measures
Michael D. Bannon
Director
50 North Main Street
Doylestown, PA 18901
Phone: 215-348-7442
Fax: 215-348-4570
Canny Consumer Hotline 1-800-942-2669