Question 1
Santoro and Sharp Paine (1993) mention several allegations made by the DCA based on 38 undercover runs. In 34 of these undercover runs, Sears’s employees performed unnecessary repairs of service leading to an average overcharge of $ 223. Within this allegation, a number of specific charges can be distinguished based on exhibit 8 of Santoro and Sharp Paine (1993): false or misleading statements, fraud, failure to clearly state parts and labor on invoice and failure to return parts. A second allegation made by the DCA was that in some cases, cars left Sears in worse conditions then before it was brought to the shop. One time, a care even left without any brakes at all (State of California, 1992).
The third allegation is again shown in exhibit 8 of Santoro and Sharp Paine (1993): false advertising. Sears’s employees advised customers to purchase new tires and told them they would save 10%-15% on the purchase. Unfortunately, the tires were not in stock so the customer......

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Title: Sears
Approximate Word Count: 1311
Approximate Pages: 6 (250 words per double-spaced page)

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