Consumer Information

Consumer Tips
“Trust, but verify” should be the motto of every consumer. Most businesses are honest, but even honest people make mistakes. Neglect, indifference, and fraud are all present in the marketplace too. Alert consumers are the best defense against inaccurate transactions. The following list serves as a short guide to verify that some common transactions conclude equitably.

Look at checkstand scales to see that they are zeroed. The readout must be visible to the customer. If it is not, point it out to the checker. A scale set ahead of zero shortchanges every customer.

Many scales are built into the checkstand and get a lot of use. Look at the edge of the scale; be sure it is not rubbing against the checkstand.

Watch as items are weighed. A deduction must be taken for the packaging. Some scales deduct this tare automatically. On some store packed meat and deli items the amount of weight deducted for the packaging is shown on the label as “Tare: ___lbs”.

Bring sale advertisements with you when shopping. When selecting items from the store display, make a note of the price and verify that it is the same when the item is scanned. The correct price is the lowest price advertised or posted. Some stores have scanners for customer price verification located on the salesfloor, use them. Department stores often give additional markdowns at the register. Be sure to point out sale items to the clerk. Be aware of the expiration dates for sales.

Many stores display the price per unit on the shelf tag. Compare them when choosing between sizes and brands. A quart of mayonnaise for $2.29 ($.07 per ounce) buys more than paying $1.59 for a pint of the same brand ($.09 per ounce). Do the same thing when stores offer 2 for the price of 1 sales; a single larger size may be more economical.

When buying gasoline, look at the register on the fuel pump. It should start on zero. If it advances before you squeeze the nozzle valve, there could be an internal leak. If you buy different brands, look at the grade selector each time; 87, 89, and 91 octane may appear in any order. Check your receipt, it should accurately document the transaction; Brand, grade, pump number, price per gallon, gallons dispensed, total cost, date and time. Modern vapor recovery systems are much improved over previous models and they rarely cause fuel recycling.

You don't always get what you pay for. California was over-ruled by federal courts supporting USDA and FDA regulations allowing moisture loss for a wide variety of commodities. The amount that commodities can be less than their labeled contents range from 1% to 3%. Our inspectors still test all commodities and consider reasonable moisture loss for USDA and FDA regulated products.

The Public Utilities Commission ( www.cpuc.ca.gov ) sets utility rates. There are different rates for different circumstances such as all electric heating, doctors' prescribed health maintenance requirement, low income, and time-of-use meters. Bills should indicate the correct rate code, the zone code, the number of days in the billing cycle, beginning and ending meter readings and reading dates, the baseline and over-baseline amounts, the charges of each, any adjustments for rebates or surcharges, and the total billing charge. Weights & Measures seals electric, gas, and water utility meters where PG & E or other utility does not provide direct service.

Gasoline formulas change during the year to comply with clean air requirements. We constantly monitor fuel quality, but there have been cases of adulterated products. If your car runs worse after fueling, notify us at once. We can detect water contamination immediately, and if the product is contaminated we will close the pump down. For other quality problems we will have a sample analyzed by the state petroleum laboratory. Buy fuel from a station that appears to maintain their equipment. Buy when your tank is 1/3 full, keep your vehicle tuned, and change air and fuel filters annually.

Weights & Measures is only one agency that investigates consumer complaints. Check other listings for agencies dealing with specific issues.

Frequently Asked Questions - Consumers

GENERAL
Q: What do I do if I want to file a complaint?
A: The first thing to do is gather as much information as possible. Weíll need the address of the establishment and a statement of what happened there. Check your reciept. If itís a device complaint, know the pump number, the grade of gas, or the checkstand number where the scale is located. If you have a scanner or quantity complaint, we need the brand and size, posted price and how much you paid. Weíll ask if the seller was responsive to your inquiry, and for any other information you think might be pertinent. Call our office with this information at (707) 565-2548. If you leave your address and phone number, we will inform you of the results of the investigation. We take complaints seriously and respond as soon as possible.

GAS
Q: The gas pump advanced before I pumped any gas. Was I cheated?
A: Fuel pumps have a pressure relief valve that allows a small amount of fuel to drain overnight or on hot days. When you turn it on, it jumps. A pump that advances but does not stop may have a leak and should be reported to us.

Q: I have an 18 gallon gas tank, but the pump says I put 18.5 gallons into my nearly empty tank. Is this possible?
A: Yes. The capacity of your gasoline tank stated in your owners manual is an estimate. The actual volume it holds can be higher or lower than the stated capacity, because of production changes, the filler pipe, and whether all the air in the tank was vented during fueling. Fuel meters can be inaccurate. We fail about 5% of those we inspect. If you feel you are being cheated, contact our office to file a complaint.

Q: What steps can I take to prevent being cheated at a gas station?
A: Verify that the advertised sign and the pump price are the same. Make sure the pump regester starts at zero. Know the estimated capacity of your gasoline tank. Make sure a current Weights and Measures seal is visible on the pump. Stop pumping at 10 gallons and compare the price per gallon times 10; it should equal the charge on the totalizer. $1.599/gal X 10gal = $15.99

FIREWOOD
Q: What is a cord?
A: Firewood is sold by a measurement called a “cord”. A cord must equal 128 cubic feet. To be sure you have a cord, stack the wood neatly by placing the wood in a line or row, with individual pieces touching and parallel to each other, making sure that the stack is compact and has as few gaps as possible. Measure the stack. You have a cord of wood if the width, times the height, times the length, equals 128 cubic feet. Common measurements of a cord of wood are 8 feet by 4 feet by 4 feet and 16 feet by 2 feet by 4 feet. Note that if you take a great deal of time to stack the wood it may be slightly less than the amount invoiced because the wood seller loads the delivery truck quickly. If you are unsure, call our office and an inspector will measure your wood.

Q: If a firewood dealer assures me that the wood in the back of his truck is a full cord, how can I be sure?
A: You can't. A seller may not legitimately use terms such as “truckload”, “face cord”, “rack”, or “pile”, because these terms have no legally defined meaning and, therefore, you have no way of determining how much firewood you are actually receiving. Wood sellers must provide you with a reciept stating their name, address, amount of wood delivered and the date. If a species is noted, all the wood must be the same species.

QUANTITY CONTROL
Q: What steps can I take to prevent being shorted on a weighing or measuring device?
A: Make sure the device is on a level surface and that you can see the display. The instrument must start at zero. There should not be anything touching the device. Watch the person doing the weighing or measuring to make sure that nothing extra is added. Verify that there is a current Weights and Measures seal on the device.

Q: How can I avoid being overcharged at the register?
A: The best way to avoid being overcharged is to make a list of all the items you are going to purchase, and write down the shelf prices. Compare the prices you wrote down to the prices you are charged.

Q: What should I do if I am overcharged?
A: If there is a discrepancy, notify the cashier. If the cashier does not change the price, talk to the manager. If the manager cannot or will not change the price for you, contact our department.

Q: The produce I recently purchased weighed less on the scales in the produce department than what I was charged for at the register. Am I being cheated?
A: Scales in produce departments are intended to be an estimation of the actual weight. These scales are provided as a convenience to customers and are not certified.

RECYCLING
Q: Why did the recycling center reject some of my cans?
A: California Redemption Value (CRV) is paid only on certain containers that bear the CRV notice. Non-CRV containers are purchased at their scrap value, by weight. The recycling center may buy back by count (fewer than 50) or by weight, and may reject recyclable containers for dirt, moisture, and co-mingling with non-CRV material.