CONSUMER ALERT

MIKE COX
 ATTORNEY GENERAL

The Attorney General provides Consumer Alerts to inform the public of unfair, misleading or deceptive business practices, and to provide information and guidance on other issues of concern.

BUSINESS, OH BUSINESS
Where Art Thou?

Have you ever received an advertisement in the mail and wondered if the business sending the ad is actually located at the return address on the mailing? Or whether the address was a physical business location, rather than just a mail drop box? When deciding whether to do business with an unfamiliar company that advertises by direct mail, do not assume that a return address is an actual, physical business location for that company.

An informed, vigilant consumer will assess whether it is worthwhile to do business with a company using a mail drop. A consumer should consider such questions as: “Does the company have a phone number? Can I talk to a real person concerning products and services? What if there is a problem? Will it be more difficult to return goods to a mail drop?"

Many businesses use Commercial Mail Receiving Agents (CMRAs) as a collection point for their mail. Some examples of CMRAs are: Mailboxes Etc., Pakmail, Postnet, and Postal Annex. The CMRA may be in a different city, state, or country than the business’s physical location. The mailbox may be the only address given, leading consumers to believe they are dealing with a local business. Once the mail is delivered to the CMRA, the mail is then either picked up by an authorized individual from that location and taken to the business or forwarded to another address, usually the business’s physical address or "real location."

United States Postal Rules require businesses using a CMRA identify their mailbox number by using the designation "PMB" for Private Mail Box, or simply the number symbol "#." Businesses using CMRAs are prohibited from using the designation "Ste" for Suite and "Apt" for apartment as postal authorities believe using these designations are misleading. If a return address has a PMB designation, know that the address is not a physical business location, but only a mailbox. If the address has a "#" designation, be forewarned that the business location may or may not be a physical office location.

Further, a CMRA is not required to disclose the customer’s identity or address to anyone unless a court orders disclosure of that information. This means that if a consumer has difficulty with a business using one of these mail services, no one, including law enforcement and consumer protection agencies, can require the CMRA to provide the true identity and/or location of the business without a court order. This information can be key in assisting consumers resolve complaints, especially if the company is no longer using the mailbox.

Should you receive mail and suspect it is from a private mailbox, you can contact the Postal Authorities toll-free at 1-888-209-8726 to verify if the address is located at a CMRA. If you have questions or problems concerning products and services and your ability to contact a business at a bricks and mortar, physical business location is important to you when deciding whether to do business with that company, you may wish to think twice when the company’s address is a CMRA.