SEARS DECEPTION POLICITIES Pleasanton California

http://chicago.bbb.org/WWWRoot/Report.aspx?site=46&bbb=0654&firm=5305


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BBB issues Reliability Reports on all businesses, whether or not they are BBB accredited. If a business is a BBB Accredited Business, it is stated in this report BBB Definition:

report - A summary of activity reflected in a company's BBB file. Includes basic business background, BBB Accreditation information, and BBB complaint activity over the previous three years. Also reports may include any known government actions, advertising issues or other information that results from activity conducted by the BBB.

Name: Sears Holdings Corporation
Phone: (800) 762-3049
Fax: (630) 964-6408
Address: 3333 Beverly Rd A4-244b

Hoffman Estates, IL 60179-0001
Yahoo Map
Website: www.sears.com
Original Business Start Date: January 1887
Principal: Ms. Shirley Bicknell, Field Support Manager
Customer Contact: Ms. Shirley Bicknell, Field Support Manager - (800) 762-3049
Employees: 5000
TOB Classification: Department Stores, Appliances-Major-Dealers, Appliances-Major-Service & Repair, Appliances-Small-Dealers, Auto Repair & Service, Construction & Remodeling Services, Home Builders, Jewelers-Retail, Lawn Mowers, Men's Clothing & Furnishings-Retail, Paint-Retail, Shoes-Retail, Snow Removal Equipment, Television & Radio-Dealers, Tire Dealers, Women's Apparel-Retail
BBB Accreditation: This organization is a BBB Accredited business.

All Sears complaints are handled at the Hoffman Estates location, regardless of what store the consumer visited.

Additional DBA Names

Sears Tire Group
Sears Merchandise Group
Sears Roebuck & Co.
Sears Auto Repair
Sears Carpet Cleaning Services
Sears Driving School
Sears Emergency Road Service
Sears Hearing Aid Center
Sears Home Central
Sears Life Insurance
Sears Marketing Center
Sears Motorist Club
Sears Portrait
Sears Professional Painting
Sears Catalog
Sears Dental Ctr
Handy Craftsmen, Inc.
Sears Home Protection Plan
Sears Appliance Select
Sears Auto Center
Sears Roebuck
Sears Roebuck Company
The Great Indoors
Sears Service Center
Sears National Customer Relations
Sears Home Improvements
Sears Department Store
Sears and Roebuck
Sears Mortgage Corp.
Sears Service Unit
Sears Home Central Heating & Installatio
Sears Mortgage Corporation
Sears Watch & Jewerly Service Center
Sears
Sears-National Customer Relati
Sears Roebuck & Company
Sears Optical
A & E Factory Service
Kmart

BBB Accreditation Status

This company has been a BBB Accredited business since December 1926. This means it supports the BBB's services to the public and meets our BBB Accreditation standards.

Customer Experience

Based on BBB files, this company has a satisfactory record BBB Definition:

satisfactory record - A business identified in our report as satisfactory has, based on BBB files, been in business for at least one year, and has voluntarily provided the BBB with all information requested about the business and its product or service. If any complaints have been received about the business, their number has not been considered by the BBB to be extreme, given the nature of the company's business and the volume of business transacted. Complaints are also generally typical of what might be expected for this type of business. A business stated to be satisfactory has not been the subject of any recent law enforcement actions concerning its dealings with the public. If the business has been contacted by the BBB about its advertising or selling claims, it has modified or substantiated its practices to the BBB's satisfaction. In addition, the BBB has a clear understanding of the company's business, and the business is not in an industry which has raised significant marketplace concerns.
with the BBB. To have a Satisfactory Record BBB Definition:

Satisfactory Record - A business identified in our report as satisfactory has, based on BBB files, been in business for at least one year, and has voluntarily provided the BBB with all information requested about the business and its product or service. If any complaints have been received about the business, their number has not been considered by the BBB to be extreme, given the nature of the company's business and the volume of business transacted. Complaints are also generally typical of what might be expected for this type of business. A business stated to be satisfactory has not been the subject of any recent law enforcement actions concerning its dealings with the public. If the business has been contacted by the BBB about its advertising or selling claims, it has modified or substantiated its practices to the BBB's satisfaction. In addition, the BBB has a clear understanding of the company's business, and the business is not in an industry which has raised significant marketplace concerns.
with the BBB, a company must be in business for at least 12 months, properly and promptly address matters referred to it by the BBB, and be free from an unusual volume or pattern BBB Definition:

pattern - More than 2 complaints involving the same allegations usually within 12 months that are significant in relation to the company's size and volume of business.
of complaints and law enforcement action involving its marketplace conduct. In addition, the BBB must have a clear understanding of the company's business and no concerns about its industry

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

The BBB processed a total of 14351 complaints about this company in the last 36 months, our standard reporting period. Of the total of 14351 complaints closed in 36 months, 6403 were closed in the last year.

Advertising Issues BBB Definition:

Advertising Issues - Claims alleging print or electronic media advertised claims or practices misrepresent the service or product offer.

Resolved BBB Definition:

Resolved - The company resolved the complaint issues.

158 - Company resolved BBB Definition:

resolved - The company resolved the complaint issues.
the complaint issues. The consumer acknowledged acceptance to the BBB.
4 - Company offered a partial (less than 100%) settlement which the consumer accepted.
188 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.
Administratively Closed BBB Definition:

Administratively Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution

113 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.
26 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.

Contract Issues BBB Definition:

Contract Issues - Claim of alleged failure to honor contract or agreement, work performed without authorization, or invalid contract.

Resolved BBB Definition:

Resolved - The company resolved the complaint issues.

43 - Company resolved BBB Definition:

resolved - The company resolved the complaint issues.
the complaint issues. The consumer acknowledged acceptance to the BBB.
3 - Company offered a partial (less than 100%) settlement which the consumer accepted.
115 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.
Administratively Closed BBB Definition:

Administratively Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution

11 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.
7 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.

Billing or Collection Issues BBB Definition:

Billing or Collection Issues - Claim alleging billing errors, unauthorized charges, or questionable collection practices.

Resolved BBB Definition:

Resolved - The company resolved the complaint issues.

142 - Company resolved BBB Definition:

resolved - The company resolved the complaint issues.
the complaint issues. The consumer acknowledged acceptance to the BBB.
6 - Company offered a partial (less than 100%) settlement which the consumer accepted.
203 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.
Administratively Closed BBB Definition:

Administratively Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution

23 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.
19 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.

Sales Practice Issues BBB Definition:

Sales Practice Issues - Claims of alleged sales presentations made in person or by telephone that contain misrepresentations of the product or service, high pressure sales practices, failure to disclose key conditions of the offer, and verbal representations not consistent with written contractual terms or agreements.

Resolved BBB Definition:

Resolved - The company resolved the complaint issues.

179 - Company resolved BBB Definition:

resolved - The company resolved the complaint issues.
the complaint issues. The consumer acknowledged acceptance to the BBB.
8 - Company offered a partial (less than 100%) settlement which the consumer accepted.
293 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.
Administratively Closed BBB Definition:

Administratively Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution

69 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.
45 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.

Delivery Issues BBB Definition:

Delivery Issues - Claims alleging delayed delivery of ordered merchandise.

Resolved BBB Definition:

Resolved - The company resolved the complaint issues.

208 - Company resolved BBB Definition:

resolved - The company resolved the complaint issues.
the complaint issues. The consumer acknowledged acceptance to the BBB.
8 - Company offered a partial (less than 100%) settlement which the consumer accepted.
325 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.
Administratively Closed BBB Definition:

Administratively Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution

40 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.
23 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.

Repair Issues BBB Definition:

Repair Issues - Claims of alleged incorrect diagnosis of a problem, delay in completion of repair, or inferior workmanship.

Resolved BBB Definition:

Resolved - The company resolved the complaint issues.

850 - Company resolved BBB Definition:

resolved - The company resolved the complaint issues.
the complaint issues. The consumer acknowledged acceptance to the BBB.
52 - Company offered a partial (less than 100%) settlement which the consumer accepted.
1501 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.
Administratively Closed BBB Definition:

Administratively Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution

259 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.
168 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.
1 - BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.

Service Issues BBB Definition:

Service Issues - Claims of alleged delay in completing service, failure to provide promised service, inferior quality of provided service, or damaged merchandise as a result of delivery service.

Resolved BBB Definition:

Resolved - The company resolved the complaint issues.

649 - Company resolved BBB Definition:

resolved - The company resolved the complaint issues.
the complaint issues. The consumer acknowledged acceptance to the BBB.
14 - Company offered a partial (less than 100%) settlement which the consumer accepted.
1458 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.
2 - Company offered a partial (less than 100%) settlement which the consumer failed to acknowledge acceptance to the BBB.
Administratively Closed BBB Definition:

Administratively Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution

238 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.
121 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.

Customer Service Issues BBB Definition:

Service Issues - Claims of alleged delay in completing service, failure to provide promised service, inferior quality of provided service, or damaged merchandise as a result of delivery service.
BBB Definition:

Customer Service Issues - Claims alleging unsatisfactory customer service, including personnel's failure to provide assistance in a timely manner, failure to address or respond to customer dissatisfaction, unavailability for customer support, and/or inappropriate behavior or attitude exhibited by company staff.

Resolved BBB Definition:

Resolved - The company resolved the complaint issues.

413 - Company resolved BBB Definition:

resolved - The company resolved the complaint issues.
the complaint issues. The consumer acknowledged acceptance to the BBB.
19 - Company offered a partial (less than 100%) settlement which the consumer accepted.
673 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.
Administratively Closed BBB Definition:

Administratively Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution

121 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.
77 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.

Guarantee or Warranty Issues BBB Definition:

Guarantee or Warranty Issues - Claims alleging failure to honor the terms regarding guarantees or warranties.

Resolved BBB Definition:

Resolved - The company resolved the complaint issues.

381 - Company resolved BBB Definition:

resolved - The company resolved the complaint issues.
the complaint issues. The consumer acknowledged acceptance to the BBB.
18 - Company offered a partial (less than 100%) settlement which the consumer accepted.
665 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.
Administratively Closed BBB Definition:

Administratively Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution

124 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.
120 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.

Product Issues BBB Definition:

Product Issues - Claim alleging a product does not meet the expectations of the complainant, including defective merchandise.

Resolved BBB Definition:

Resolved - The company resolved the complaint issues.

572 - Company resolved BBB Definition:

resolved - The company resolved the complaint issues.
the complaint issues. The consumer acknowledged acceptance to the BBB.
22 - Company offered a partial (less than 100%) settlement which the consumer accepted.
1094 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.
2 - Company offered a partial (less than 100%) settlement which the consumer failed to acknowledge acceptance to the BBB.
Administratively Closed BBB Definition:

Administratively Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution

234 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.
140 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.
1 - BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.

Refund or Exchange Issues BBB Definition:

Refund or Exchange Issues - Claim of alleged failure to honor company policy or verbal commitment to provide refunds, exchanges, or credit for products or services.

Resolved BBB Definition:

Resolved - The company resolved the complaint issues.

562 - Company resolved BBB Definition:

resolved - The company resolved the complaint issues.
the complaint issues. The consumer acknowledged acceptance to the BBB.
26 - Company offered a partial (less than 100%) settlement which the consumer accepted.
732 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.
Administratively Closed BBB Definition:

Administratively Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution

76 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.
67 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.

Issue Not Defined
Resolved BBB Definition:

Resolved - The company resolved the complaint issues.

265 - Company resolved BBB Definition:

resolved - The company resolved the complaint issues.
the complaint issues. The consumer acknowledged acceptance to the BBB.
11 - Company offered a partial (less than 100%) settlement which the consumer accepted.
290 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.
Administratively Closed BBB Definition:

Administratively Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution

13 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.
61 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.



Company Management

Additional company management personnel include:

Mr. Scott Nash - Marketing Manager
Mr. Kevin Price - V.P. Customer Care Network
Ms. Tina Suthers - Dir. of Customer Relations-Op.
Mr. Peter Bobrischew
Mr. Sy Naqvi - President
Mr. Denis F. Gingue - Sr. V.P.-Servicing Div.
Ms. Lisa Taylor - Complaint Contact for credit card complaints
Mr. Aylwin Lewis - CEO


Additional File Information

According to a Sears representative, consumers are to direct all concerns and complaints regarding Sears credit cards to Citi Card Services in New York, by forwarding them to the New York BBB. Sears cannot investigate issues dealing with the Sears credit card, as it no longer has access to credit card account information.


Additional Contact Information

Additional Phone Numbers
Tel: (919) 416-6200
Tel: (630) 873-8000
Tel: (800) 659-5103
Tel: (800) 227-0922
Tel: (708) 960-1018
Tel: (847) 286-6213
Tel: (847) 549-2082
Tel: (847) 549-6500
Tel: (312) 373-6012
Tel: (847) 776-8540
Tel: (847) 884-0171
Tel: (708) 824-9832
Tel: (630) 964-6300
Tel: (708) 753-0955
Tel: (502) 266-2597
Tel: (847) 286-8483
Tel: (877) 724-4585


Additional Email Addresses
sbickne@searshc.com




Industry Tips

Contracts

As with any business transaction, be sure to read all agreements, guarantees, and instructions before signing. Do not be pressured into signing an agreement before you are ready and you understand all terms and conditions. Make sure all oral promises are put in writing. Be wary of vaguely worded provisions, exclusions or limitations which could pose a problem later. Never sign a contract with sections left blank.

Home Remodeling Contractors

The BBB suggests that you solicit two or three bids for the remodeling work you are planning. Do not automatically accept the lowest offer. Make sure all bids are based on the same set of specifications and materials to be used. Ask for local references and inspect the finished projects. Check to see if the contractor is a member of a professional association which has standards for members. Make sure the contractor is in compliance with all local licensing, bonding, and insurance requirements, and that any necessary building permit is obtained.

Never sign a blank or partially blank contract. Typically a down payment of one-third of the total contract price is made with additional payments made after completion of each phase of work; final payment should not be made until work is completed and you have inspected the work. If the contractor arranges financing for the remodeling work to be done, be sure you understand all aspects of the financial terms, especially if a second mortgage of your home is used as security for the remodeling work. You may want to inquire about inserting an arbitration BBB Definition:

arbitration - http://www.dr.bbb.org/ComSenseAlt/bindArb.asp
clause into your contract in case of any dispute between you and your contractor.

Quick Check List-

Before selecting a remodeling contractor, you should do the following:

* Plan your project from start to finish;

* Be specific in explaining exactly what you want;

* Be sure to approve any architectural plans that are involved before the contract work begins;

* Compare costs before making a financial commitment;

* Discuss bids in detail with each contractor;

* Ask the contractor for local references and find out if he or she is a member of a professional remodelers association;

* Contact the BBB to learn how long a contractor has been in business;

* Find out if a contractor is insured against claims covering worker's compensation, property damage, and personal liability;

* Check with state, county, or city housing authorities to be sure that a contractor meets all area licensing/bonding requirements.

Further Information
CBBB Booklets:
Home Improvements

Refunds and Exchanges

It is up to each retail store to set its own policy with regard to refunds and exchanges. There is no legal requirement for a store to give you back your money after a purchase. Even if the merchandise is defective, the merchant may choose to give you another item or a credit.

(Many states or localities have regulations regarding the posting of whatever the store policy is: for instance, that the policy must be on the merchandise tag, on the sales receipt, or on a sign by the cash register.)

Further Information:
CBBB Booklet:
Refunds, Exchanges and Returns - A Customer Service

Homebuilding Definitions

If you would like to listen to a tip on "Homebuilding Definitions" 24 hours a day please call the BBB's Tel-Tips line at (312) 832-0500 and press 8 + # (the pound key) + 1 and key in tip number 414. The BBB has many other Tel-Tips on a wide array of topics please call 24 hours a day to hear the menu of topics.

Appliance Service

If you would like to listen to a tip on "Appliance Service" 24 hours a day please call the BBB's Tel-Tips line at (312) 832-0500 and press 8 + # (the pound key) + 1 and key in tip number 305. The BBB has many other Tel-Tips on a wide array of topics please call 24 hours a day to hear the menu of topics.

Microwave Ovens

If you would like to listen to a tip on "Microwave Ovens" 24 hours a day please call the BBB's Tel-Tips line at (312) 832-0500 and press 8 + # (the pound key) + 1 and key in tip number 237. The BBB has many other Tel-Tips on a wide array of topics please call 24 hours a day to hear the menu of topics.

Selecting Jewelry

If you would like to listen to a tip on "Selecting Jewelry" 24 hours a day please call the BBB's Tel-Tips line at (312) 832-0500 and press 8 + # (the pound key) + 1 and key in tip number 338. The BBB has many other Tel-Tips on a wide array of topics please call 24 hours a day to hear the menu of topics.

Power Lawn Mowers

If you would like to listen to a tip on "Power Lawn Mowers" 24 hours a day please call the BBB's Tel-Tips line at (312) 832-0500 and press 8 + # (the pound key) + 1 and key in tip number 236. The BBB has many other Tel-Tips on a wide array of topics please call 24 hours a day to hear the menu of topics.

Buying Tires

If you would like to listen to a tip on "Buying Tires" 24 hours a day please call the BBB's Tel-Tips line at (312) 832-0500 and press 8 + # (the pound key) + 1 and key in tip number 113. The BBB has many other Tel-Tips on a wide array of topics please call 24 hours a day to hear the menu of topics.

Car Repair

If you would like to listen to a tip on "Car Repair" 24 hours a day please call the BBB's Tel-Tips line at (312) 832-0500 and press 8 + # (the pound key) + 1 and key in tip number 111. The BBB has many other Tel-Tips on a wide array of topics please call 24 hours a day to hear the menu of topics.

Getting Your TV/VCR Repaired
Hiring a Snow Removal Contractor
Buying An Unbuilt Home
Buying Jewelry
BBB Publishes New Consumer Info Brochure
Auto Repair and Services



Report as of July 16, 2008
Copyright 2008 BBB, Inc.


If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Reliability Report BBB Definition:

Report - A summary of activity reflected in a company's BBB file. Includes basic business background, BBB Accreditation information, and BBB complaint activity over the previous three years. Also reports may include any known government actions, advertising issues or other information that results from activity conducted by the BBB.
.

As a matter of policy, BBB does not endorse any product, service or business.

BBB Reliability Reports are provided solely to assist you in exercising your own best judgment. Information in this BBB Reliability Report is believed reliable, but not guaranteed as to accuracy.

BBB Reliability Reports generally cover a three-year reporting period. BBB Reliability Reports are subject to change at any time.

see my report #342824, Author: oklahoma city, ok

Not sure if this will help but some contact information:

Sears Home Improvement Products is a
wholly-owned subsidiary of Sears Holdings
1024 Florida Central Pkwy
Longwood, FL 32750
Tele: 407-551-5310
Company GM/VP: Bob Vanderhoff
Tele: 407-551-5775
Director Sales Operations: Jim Eldredge
Tele: 407-767-0990
Corporate & Field Regional Human Resources Manager: JoAnn Wrobel
Tele: 407-551-5310

Sears
4742 Hugh Howell Road
Tucker, Georgia 30084

Sears Home Imp Products
9001 Rico Road
Monroeville, PA 15146

For pay and benefit questions call: 888-887-3277