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Consumer Protection: Advice from The Bucks County Consumer Advocates

March 2009

Q. I was at a senior expo last year and picked up a book called Consumer Action Handbook.  I found it to be very useful and full of great consumer information.  Unfortunately I lent it to my daughter and never got it back.  Can you tell me where I can get one or do you folks have any left?  A.G., Fairless Hills

A. If it was last year, then you had a 2008 edition.  Every year the Federal Citizen Information Center puts out a new edition.  Our office is currently out of the 2009 edition but we do have them on order.  If you have internet access you can go to www.consumeraction.gov and order a free 2009 edition directly from them.  If not you can call 1-888-878-3256, which is the Information Center’s toll free number and they can help you order one.  The Consumer Action website has lots of great information for consumers, and it is well worth your time to look it over.  The Federal Citizen Information Center website is www.pueblo.gsa.gov.  That site also offers consumers a wealth of information that is current and relevant to today’s issues.  The Consumer Action Handbook’s first sixty pages will give the consumer information on every consumer issue from A to Z.  From there it lists corporate contact information and Federal and state agencies for all fifty states.  It shows consumers how to deal with complaints and how to make savvy decisions on purchases.  It really is a quality publication and our office cannot say enough about it.  Our theory is an informed consumer is a smart consumer and the more you know the better the choices you make.

Q. I am a woman and I now find myself having to deal with issues that I normally never had to think about.  For example, my car needs some work and while I’d love to go out and buy a new car, I can’t afford one.  I don’t know enough about cars to do the work myself nor do I know enough to take it to a shop and know I’m not getting ripped off.  As a women who knows nothing about car repairs how do I find a reputable repair shop?  B.B., Furlong         

A. Women account for more than half of all customers who take their vehicles to a repair shop.  While female motorists are making more automotive service and repair decisions, they need to take certain steps to ensure that their repair experience is a positive one.  The first thing you should do is shop around for a repair shop before any serious repair jobs are necessary.  Ask friends and associates for their recommendations.  Look for a neat, well-organized facility, with vehicles equal in value to your own in the parking lot, and modern equipment in the service bays.  Look for evidence of qualified technicians, such as trade school diplomas.  Read your owner’s manual and follow the recommended maintenance schedule. Once you choose a repair shop start off with a minor job and if that goes well then you can move to bigger jobs.  Ask the mechanic as many questions as you need.  Make sure you understand what he is explaining and if you’re unhappy or not sure about the diagnosis, get a second opinion before you have the work done.  When having your car checked for repairs ask to be called and informed of the problem, course of action, and costs before the work begins.  Make sure you understand all shop policies regarding labor rates, guarantees, and methods of payment.  Get all paperwork of any service done to your vehicle and keep it for your records.  Consumers can contact Bucks County Consumer Protection at 1-800-942-2669 to find out if the repair shop that you’re interested in has any complaints.        

Q. I was recently at a local deli and ordered some salads.  The counter help did not take a tare on the plastic container.  I told him and he said it was not a big deal.  I begged to differ with him and made him correct his mistake.  I saw a decal on the scale and it was from Bucks County Weights and Measures.  Would they be the people I report this incident to?  I realize it may not sound like a big deal but times are difficult enough without someone blatantly taking advantage.  C.H., Newtown

A.  Tare is a weights and measures issue and it is a big deal.  Whether an employee is improperly trained or blatantly not following the correct procedures, the business is responsible for an accurate and honest transaction.  Although the employee felt is was no big deal it is a big deal and the law requires tare weight.  A single transaction may not add up to a large dollar amount, but numerous transactions do.  Tare is the amount of packaging minus the content of the product.  That is true for any product sold in a store, whether at the deli or on the shelf.  You should be proud of yourself for addressing the issue and not allowing yourself to be scammed.  Our office contacted the Bucks County Weights and Measures Department at 215-348-6060 and reported the incident.  They handle numerous complaints and inquiries related to the Pennsylvania Weights and Measures Act.  Any consumer wishing to find out more about weights and measures can call their office and ask for a free brochure. 

Q. I have an older vehicle that ran out of warranty.  I received a card in the mail from a company offering me an extended warranty.  I figured that I wouldn’t be able to buy a new car anytime soon so I agreed to the offer of 48 months and/or 60,000 miles.  The extended warranty cost me $2,795.00.  The first time I needed the warranty was when my transmission went.  I first had to pay it out to the mechanic and then the warranty company was supposed to reimburse me.  When I went to get reimbursement I found out that the company had closed its doors.  Apparently the company is heading for bankruptcy.  I’m being told that I may get a portion back, but I’m not feeling confident that I will see anything at all.  This warranty should be good until 2011 and now I don’t know if I have a warranty or not.  I feel I made a mistake by buying the extended warranty.  L.V., New Hope

A. Extended warranties can be a big gamble.  Most of the time consumers don’t get their money’s worth out of the deal.  Nowadays consumers aren’t buying new cars and these warranty companies are popping up all over the place.  But most of these extended warranties sell costly “peace of mind” for repairs that probably won’t occur or the problems that you are having aren’t what’s covered under the warranty.  Many consumers think of extended warranties as insurance, but they are not.  They can be described as prepaid repair contracts, also known as extended service contracts.  Consumers also have to be careful of the fine print in these contracts as to what is actually covered and what parts are excluded.  Extended warranties typically don’t cover parts and labor related to normal wear items, such as brake pads, rotors, shock absorbers, belts, hoses, etc.  Another catching point is the word “reasonable costs” in the warranties.  So it could cost a consumer one thing and the company could say that the reasonable cost is a much lower rate.  Of course, in your instance it looks like the company may be going into bankruptcy and that is always a risk.  Even if you follow all the rules, you still might not be able to collect on your plan because the administrator went bust.  If a consumer wants to buy an extended warranty, you may want to look for a manufacturer’s plan which should be financially more secure.

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